LifeShield Security

LifeShield Security

6.1

Our Score

2.8

User Score

LifeShield is an ADT company that operates in all 50 states. Their current business model is to sell equipment up-front ($300+) and charge $24.98 for professional monitoring. Equipment can also be purchased with monitoring. Read our summary of the company below or skip to our verified customer reviews.

Pros

Installation Options

Customers have the ability to decide whether to enlist the help of a professional or save on costs and install the system on their own.

Average Monthly Monitoring Fees

The LifeShield home security model encourages people to purchase their equipment upfront (see the "About LifeShield Security) below for details). After that, the company charges $24.98 a month for 24/7 Professional Monitoring, although you can skip the alarm monitoring if you just want to equipment. This monthly cost is average in the home security industry, although the upfront fees are significantly higher.

30-Day Money-Back Guarantee

Essentially, new customers get to try out LifeShield for free for 30 days. If all goes well, you will automatically be charged the next month at the rate you signed up for.

Cons

Credit Check Requirement

LifeShield requires new customers to pass a credit check and sign a long-term, three-year contract. If customers wish to cancel but fail to do so within the 15-day grace period, they will be subject to early termination fees. There are also many reviews that make mention of the alarm monitoring center not being as responsive to alarm triggers as they ought to be.

High Upfront Fees

In order to be on the company's month-to-month contract (where you can cancel at anytime), you will have to purchase at least $300 worth of equipment upfront. The Doorbell Camera System is $356.34 upfront, so if you choose that plan, you can automatically have a month-to-month contract. However, the SECURE System and the SHIELD system have less than $300 worth of equipment included, so you will need to add more equipment to those packages. For a complete list of the LifeShield security system packages, see our About section below.

Negative Reviews

The LifeShield reviews on our site are overwhelmingly negative. Customers rate them at an average of 3 out of 10. Some common themes among our LifeShield Security reviews include the following:

  • Contracts. Even though LifeShield now advertises that their contracts are month-to-month, many customers have complained about being locked into a 3- or 5-year contract. If you are interested in LifeShield, we recommend asking them about their contract and reading it over before you sign anything. Pay attention to if you contract auto renews and how to cancel.
  • Customer Service. According to one reviewer, their customer service is not available 24/7. Overall, reviews mention unfulfilled promises from customer service agents and rude conversations.
  • False Alarms. There are several reports of the LifeShield system alarm going off without an apparent reason.

Our Recommendation

For those interested in purchasing home security equipment upfront, we recommend giving LifeShield a call to find out about contract lengths. Overall, this system is more expensive than Protect America (DIY installation that starts at $19.99 a month). We recommend comparing their equipment to Protect America and other home security companies. You may find that LifeShield does not offer the best deal.


About LifeShield Security

There are three LifeShield Security Systems offered - detailed below. Customers are able to purchase these equipment packages with or without professional monitoring. LifeShield offers an advantage package that may include glass break/window sensors, motion detectors, carbon monoxide detectors, smoke detectors and wireless security cameras, among other security features. The keychain remote and tablet control panel for arming or disarming your home while safely away from the house are also worth mentioning.

LifeShield Alarm Packages

SHIELD System: $199.15

This is ideal for apartments, condos, and small homes. As with all packages, a touchpad control screen base station is included. You also get access to the company's Mobile App, to monitor your alarm through. Equipment included:

  • Yard and window sign
  • Motion sensor
  • Door/window sensors (pack of 4)
  • Fire sensor
  • Entry Keypad
  • Front door keypad
  • Keychain remote
SECURE System: $295.12

This system is designed for medium and large homes. It includes everything offered in the SHIELD System plus the following equipment:

  • Door/window sensors (6 total)
  • Motion sensors (2 total)
  • Indoor camera
Doorbell Camera System: $346.34

This system seems to be for smaller homes, like the SHIELD System, but also includes a Doorbell camera. Only 2 door/window sensors are included

Build Your Own System

LifeShield offers the following home security and home automation equipment for you to build your own system, or add on to one of their three packages:

  • Door sensor
  • Window sensor
  • Motion sensor
  • Glass break sensor
  • Temperature / flood sensor
  • Wireless remote
  • Fire alarm
  • HD Video Doorbell camera
  • Indoor camera
  • Outdoor camera

Although you can connect your devices with smart home automation hubs, like Alexa, LifeShield offers less home automation products than many other companies.

Ratings Breakdown
Monthly Monitoring Fee $24.98
Install & Equipment Fee $300+
Contract Length 1 month
Cancellation Policy Fees May Apply
System Relocation Fee Fees May Apply
Number of Reviews 138
Review Last Updated: January 29, 2020

Real Customer Reviews

The home security reviews on our site are left by both customers organically looking to share their opinions and customers whose opinions have been solicited.

In order to ensure the legitimacy of reviews on BestHomeSecurityCompanys.com, all reviews are moderated by real people. We check each review for fraud and violation of our review guidelines. Customer reviews are unbiasedly checked and used to rank the home security companies on our site. You can read the breakdown of how we rank companies here.

138 LifeShield Security Reviews

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3. Review Validation:

0

Score

T.K. Milton, MA

Jul 1, 2015

This company cares only about money and not your safety or home security. What should have been a simple move resulting in threatening phone calls and letters. The sales people are good talkers, but good luck if you need a change in service.

9

Score

K Alpharetta, GA

Jun 28, 2015

I have had this system for over three years. I have NEVER had an issue with any of the equipment, customer service, nor any part of my time with them. They even reimbursed me the 100.00 dollar fine that we had to pay for not registering with the correct "city". They face is the wrong information initially as our zip code can be one of two cities. An error that is made frequently per then police dept here. They wrere dispatched when alarm went off from an actual issue and it scarred person away but we were charged because of no registration. Lifeshield immediatley rectified the situation and sent a check the same day. They handled all of the necessary paper work and wham.. handled! I have had a great experience and plan on using them for a long time. Not sure of the problems stated here below... user error???

0

Score

Brandi Singleton Charleston, SC

Jun 18, 2015

Lifeshield has some of the worst equipment and technology, and the most poor, unresponsive customer service department I have come across. I had multiple issues with faulty equipment which ultimately led to false alarms. Then due to poor technology, I had police dispatched to my hope 6 consecutive times for ONE alarm event, which lead to fines! LIfeshiled then refused to allow me to speak to a manager and told me that they would follow up with me on multiple occasions to no avail. Then they blamed ME for them dispatching to police multiple times for a single alarm and did not even acknowledge or apologize for their lack of assistance and responsiveness from the customer service department. Lucky for them they stick people in 5 year contracts that you can't get out of without ridiculous amounts of money. If you are looking for a good alarm company that you can count on with good technology who stand by their product, LOOK ELSEWHERE.

0

Score

Eric Locicero Potomac, MD

Jun 2, 2015

Lifeshield truly is a terrible system and an awful company with a poor cancellation policy. I would not recommend this company to my worst enemy. Run as far away as fast as you can!! If they're now owned by DirecTV, I can easily say I'll never have DTV again.

0

Score

Jennifer Chandler Garland, TX

May 23, 2015

The day we had our services scheduled for installation the technician came out and smelt of alcohol. They were sympathetic so we gave them another chance. They came out to install, all of the equipment wasn't working, they came out again. All of this transpired over the course of 2-3 months not able to really comprehend the benefits of this new service. After paying $35.00 amonth with ADT, I am paying $64.00 for nothing special. Their montiors are like baby cameras so don't even consider getting those, my opinion. Don't do it. I called today to cancel my services after undergoing all the drama, and they told me I would have to pay a penalty of over $500.00, really? After all the time I took off of work to have installed right the first time. I don't think this is far and I believe they should consider making a compromise. What do you think?

0

Score

Barb Niehaus Cincinnati, OH

May 17, 2015

I purchased my Lifeshield security system in May of 2013 with a ONE YEAR monitoring contract. Early this year in 2015 I underwent serious surgery and was at my daughters recuperating for several months. I just returned home in May and my monitor was not activated. As I purchased the equipment and only had a one year contract I called to re activate my system and was told I would have to pay FOUR MONTHS back monitoring fees!!! I WASNT IN A CONTRACT AND I HAD PURCHASED THE EQUIPMENT!! The CSR WAS INCREDIBLY RUDE AND WOULDNT LET ME SPEAK TO A SUPERVISOR!! I am contacting the Attorney General and Lifeshield corporate on Monday!!

2

Score

Ana San Francisco, CA

May 13, 2015

Please do not sign up with Lifeshield. It is not worth the aggravation. Cameras keep disconnecting from the wifi - I just gave up checking on it. It is not worth the money buying the equipment and rhe monthly fee for the cameras. Lately, I could not arm/disarm it on my phone. It will not connect to their server. I called Lifeshield and they are not helpful at all. I cannot wait until my contract is over. I will never recommend Lifeshield.

0

Score

Bob Mission Viejo, CA

Apr 28, 2015

Overall a really bad experience. I did a lot of research on various alarm systems before. Even before I ordered the system I called three times to verify I could set up the motion sensors individually for the various monitoring modes. This was important to me because I have a dog that is in one part of the house during the day and I want to make sure the sensor is off during that time but at night I want it on so if someone tries to break in the dog door it would catch them. I was assured this would not be a problem. After receiving the system I found out this was not possible. I received a camera with the system and never could get it working. I spent several hours with technical support to no avail. Twice they told me they would have someone review my account and give me a call back the next day and I didn't get any calls back. The first day of monitoring the keypad locked up and I had to remove and reinstall the batteries to get it working again. The tablet didn't hold a charge even with the screen blanked. On the mobile app I changed a sensor setting and it showed change but when I went home and checked the system it did not change. Overall, very unhappy. I am boxing the system up tonight and sending it back. Luckily, I did a self install which gave me 7 days to return.

10

Score

Mario Geliberte Benicia, CA

Apr 22, 2015

Start up kit are free and Installed Free.Low Monitoring Fee

0

Score

David Buckley, WA

Apr 7, 2015

I have had Lifeshield for over 3 years, at first I was pleased, then things started to change. I had a problem with a sensor, I called them and asked if they could send someone out to fix it, it took them 3 weeks to get someone out. The next time there was a problem they refused to send someone out because they don't have a contract with a service company in my state. The told me that I needed to pay them more money to have normal routine maintenance done, I agreed. I started making the extra payments, a few months later the batteries in the sensors started dying so I called them, they said that they couldn't send anyone out ad that it would cost me $10 per battery, I pointed out to the person on the phone that I have been paying extra for the service, she agreed but said batteries are not covered, even though they tell you they are. I pointed out to her that because they "sold" me that feature it would be wise to fulfill the request. they sent me 1 battery, I called them back and pointed out that I needed a full set, 1 for each sensor, I was told that they could only send 1 at a time each month, (I have 10 sensors) I also requested they send someone out to replace the batteries and was told that's not possible as they no longer have service people in my state, when I pointed out to them that the contract states that they will maintain the system they laughed and told me that clause is no longer in the contract, that it is up to me to maintain. I am disabled and cannot do the work myself, that was one of the reasons I went with them, because they did maintain. now this morning my system goes off at 4:30 am, showing a "problem" with the system. I called them, it turns out that they triggered it to go off because my bill is past due. apparently its ok for them to violate both state and federal law by contacting me during non business hours about my bill. the lady I spoke with decided to argue with me about it.

0

Score

Marie Princeton, IN

Apr 6, 2015

Very dissatisfied. I tried to cancel service after 3 years and was told I could not because the contract renews automatically on a year to year basis. I had to submit a letter of some sort to make it month to month. I was never told this. If I had known I would have done it a long time ago. Then they want to charge me $200 to cancel early. My contract auto renewed last month, and they would not budge. Horrible. Beware

0

Score

James Hermitage, TN

Apr 6, 2015

They are terrible. DO NOT GET THIS PRODUCT.

5

Score

Tom Herttna Jamestown, NY

Apr 4, 2015

I had a salesman tell me they would work up to 200 feet away. I needed at least 100 feet so I could monitor my garage. When the tech came to install the system he told me that any sensors had to be within 30 feet of the motim. He still proceeded to install sensors exactly 56 feet from the motim . They did work, however when I called lifeshield to complain about my garage being to far away they told me the sensors the tech installed were to far away and would loose signal. I'm surrounded by idiots and a product that is intended for apartments.

0

Score

Brian Minneapolis, MN

Apr 3, 2015

Horrible company to deal with. I signed up in 2013 but at that time they didn't have a GSM/Cell backup unit in stock. I was assured they'd be coming in soon so I signed up. Long story short April of 2015 they never did get them in stock. Now they've had new bases that include GSM/cell service(since 2014) but I as an existing customer can't get them... When you call customer support they can't help you. When you ask to speak with a manager I'm always told they aren't free at the moment but will call me back. They never do call back. STAY AWAY FROM THIS COMPANY

0

Score

Mad as a hen in tarzana Los Angeles, CA

Mar 25, 2015

I've got a similar complaint- I signed up because I assumed this would be good (since Directv has been awesome with me for years) and had it installed on March 3. That night, the smoke alarm went off and the back door sensor failed twice- I (at the time) didn't have a smoke alarm installed anyway, so there's no way it was my error. I called the next day, got 'tips for troubleshooting' and the back door still wouldn't work. They sent a new sensor for the back door, which took a week to get to me, and that still didn't function. Then, I called back and had to chase them around for 3 days to get a tech scheduled to come to the house for troubleshooting. He was 2 hours late and couldn't make it work either. He put a note in our account saying there was no way to monitor the back door, and the next day my husband and I decided to cancel. I left the first message for the "manager" last Thursday asking for a cancelation, and I have called every day since then with the same response from the reps:" She's not in, she's at lunch, she's at a meeting, she's working on calls now..." It's Wednesday and I still have no answer. I just got this phone number: 866-222-8580. Press 5, then "search the directory by department" and if you follow along you'll get the "President of Lifeshield"'s voicemail. His name is Michael Hagan. I already left a message saying I'll be canceling Directv today and going back to TimeWarner, and I'm going to file a complaint with the FTC. If you read the contract, it basically states that they can't be held liable if their crappy system doesn't work, and there's no way to return it or get out of the contract- there is NO WAY THIS IS A LEGAL BUSINESS PRACTICE and I am terribly disappointed in Directv. But, TimeWarner is offering a $300 gift card and I'll save $45 a month between internet and TV, so ... I'm going back.

0

Score

AngryWithLifeShield Diamond Bar, CA

Mar 19, 2015

What a terrible service that I have received from the company. If I can give negative rating, I would. They just automatically renewed the service after three years of the original contract by one year. When I tried to cancel it, they would charge me $70 for early termination fee. When I protested, they said that everthing was in the letter they sent to me. Wow! They just send a letter and can get away with everything? On top of that, when I had a problem with equipment, they transferred me to different departements! What a terrible service!!!

0

Score

Heather Syracuse, NY

Mar 18, 2015

Lifeshield is the worst company I have ever had to deal with. From day 1 I had issues with them. The installation kept getting cancelled (twice) and it took me 2 hours on the phone to finally get someone at my house to install the system. Even then the guy seemed rushed and wasn't helpful and did a messy job. Within days our key fob stopped working. After it was fixed the keys that the fob was on was accidently dropped and the fob pretty much shattered and then our other set of keys was dropped in snow and so that fob was dead. Everyone drops their keys. My car fob still worked so why doesn't this? It is cheap, that is why. I was supposed to get a $10 credit through DirectTV and I never received that. They were showing that I was cancelled (even though I wasn't). So that makes 3 times now that I have showed up as cancelled in the system. I 100% can't trust that this company can secure my house. My list of complaints with this company just keeps growing. Do yourself a huge favor and don't use them.

0

Score

Kim Harrisburg, PA

Mar 9, 2015

Very upset with life shield companies I was miss lead. I called in first thing I asked them was is this a contract based services they said no month to month base and no contact I said good sign me up and we did everything online and I read everything to make sure it wasn't a contract and it wasn't I signed and brought the system over the phone with my credit card and this was almost a year ago. Now I don't want there services on more they said I have signed a three year contract with them that I never even seen before.(SO BUYERS BEWARE)!!

0

Score

Margarita Fremont, CA

Feb 12, 2015

DONT FALL FOR THEIR SCAM! ALSO MAKE SURE U READ CONTRACT! It's not 36 months like u normally get anywhere else!

0

Score

Jamar

Feb 3, 2015

yeah bad company, faulty equipment, bad service , bad internet. Very disappointed with this company

10

Score

Rich Canton, OH

Jan 15, 2015

Great Product. I don't understand all of the bad reviews. 1. Wireless. GREAT feature. Of course the base and that other thing need to be plugged in, but everything else is wireless ! If one unit is smashed, the other will high this annoyingly high pitched alarm going off, while alerting the monitoring station ! 2. So many BACKUPS ! I have broadband internet, so my response time is SUPER fast ! Also having a cellular backup is great, since if the internet goes out, I am still protected. Oh, and let's not forget if the power goes out... there are 72 hour long batteries in each piece of equipment as well !! 3. I was offered to install it by myself.. DIY.. but when I ordered my Directv, the tech installed my Directv, Lifeshield, AND my internet !! All in one appointment. Very please with this. 4. The e-mail contract is a MUST READ. Why would you sign up for a home security system, and not read every piece of fine print. 36/mo. Average with other systems these days. I checked. 30 day refund period. 5. The tablet was an awesome bonus. Granted, it's just a basic android tablet I can find anywhere for about 100 bucks... I think they rooted it?? because I can only use LifeShield apps on it. Which is fine. I wouldn't want to "hack" it or ruin it. Oh, and I am wondering why so many negative reviews ? Did you all not read any commitment terms BEFORE buying ? Says right here 36 months ? "Some 730+ day old thing I signed..." means 2 years... this is a 3 years contract. I did miss the .. put it in the writing at least 60 days prior... to cancelling... I never thought of cancelling though. Great service. Will keep for a long time !

0

Score

Douglas beck Denver, CO

Jan 9, 2015

I signed up for the service and had it installed in early December. Within 3 days to of the sensors stopped working and within 2 weeks for stop working including a base station. To add insult to injury they double billed me for my first month monitoring and refused to refund me even after providing proof. this will cause me to end of my 20 year relationship with DIRECTV as soon as my contract runs out

10

Score

Susan kennedy Charleston, WV

Jan 6, 2015

It has been awesome for our location. Very pleased with service and price.

0

Score

Brian Hels Lynnwood, WA

Nov 28, 2014

I contacted life shield and agreed to a 7 day trial. In the 7th day I called to cancel because the system is spotty, and will dis-arm itself when you are away. I was just tole that because I am also a direct tv customer I only had 3 days to cancel. I have made several calls to tech support, and every time I was given the countdown period to cancel from a 7 day start. Now they are trying to change the rules so they can force me into keeping the service or paying hundreds of dollars to cancel. Stay Away from these people. I am going to file complaints everywhere I can, but they already know it is rigged. STAY AWAY!!!

1

Score

Henry Park Jourdanton, TX

Nov 1, 2014

My first problem began the day the installer came. It was 5:00 p.m. on Friday. All he was interested in was getting through so he could go home for the weekend. It was a very sloppy installation. He had me sign that the system had been installed on a tablet. When I asked what I was signing, he said just that the equipment had been intalled. What it actually was, I now learn, is a three year contract of which I had not seen because all their paperwork is electronic with no copy to the client. The system works off your internet router and all cameras must be within 20-30 feet of your router. Well this may be good for a 1000 sq foot house, not for a 3500 square foot house. The installer gave us no instructions how to work the system, just said he didn't think it would work where we wanted cameras, but to try it out. The system only allowed us to protect our sunroom, den and kitchen and living room area, no bedrooms, garage, office area, etc. About 10 times a day I would receive notice on my cell phone that the system was not active due to loss of internet service. One camera would not even work. So guess what happened...my house was robbed when we were not home. The area that was not protected was the area robbed. Sensors were falling off the windows and doors. We became so frustrated we unhooked the system. When I called to cancel my service was when I was told I had signed a three years contract and it woulds cost me $495 to cancel. Even after they were told of the problems encountered they would not cancel my service. Needless to say, this system is not designed to work in a larger home or with all internet services. I also ways told it would cost me $39 a month with my $10 credit for having Direct TV. $59 a month is being drafted from my bank account. Enough said..this is not an adequote system for a home my size or for small town internet service.

0

Score

Erica Ayala Wasco, CA

Oct 28, 2014

I have had my alarm system for the contract length of three years. when I signed the contract I was told that I cannot cancel till after the three years or else we would be charged for the remaining months. our contract ended 10/11/14. so on 10/27/14 I called shield protection and the "Manager" told me he would call me back because he couldn't find my account. I never received a call back. on 10/28/14 I called again and they sent me back to the same "manager" who then told me that the contract renews yearly on the date that my contract ended (10/11/14) so I was stuck with them for another year. Next year I would have to send them a hand written letter to ask them to cancel my account. which is frustrating. Do not go with this company!! they will trap you

0

Score

Gustavo Pena Miami, FL

Oct 4, 2014

it is a company that has many problems, starting with the most essential, constantly have problems disconnection of the system, which is all in a security system, another detail for example, was that my system came with a camera for indoor, which I only worked the first 15 days, after that just do not work more, call the company constantly for that problem, and to this day still not a resolved, and finally to finish, it only a few days ask my final disconnection because in general I am not satisfied with this security system by the above, and I was informed that I had a contract with them for 60 months, or what is the same thing five years and that the cost of finishing my contract with them, would have to pay a balance of a little over $ 1,000.00, which seemed a joke in bad taste, I never would sign a contract for a security system, I never mentioned it and never sign any document in relation to any contract with them, and this is inadmissible hope many people read this and do not comment the same mistake I did, Gustavo Pena

0

Score

kaylen Port Saint Lucie, FL

Aug 1, 2014

I will never ever recommend this company !! The sales person who sold this system told us verbally 1 year contract and did not mention 60 day prior renewal cancelation. I'm pissed we have to pay for another full year. Don't want this system . Rip off

0

Score

Shane Snellville, GA

Jul 21, 2014

Very bad company .i have been whit them over 2 years and had very bad experience whit not only no customer service also whit technical support.First they tried to lack me in 4 year contract but when I called they told 3. then their "state of art" equipment. Not working propriety .When I call they say unplug and plug back and if not working call us back .When you call back they said oh you need to upgrade so you need to call NO customer service and see whit them what they can do for you ,but they want to charge you for because you lease from them is your resposability Stay away from them bunch of liers once they lack you in contract

0

Score

jess San Francisco, CA

Jul 7, 2014

Terrible company. We have been faithful customers for two long years for this company have always paid on time and never missed a payment. My wife and I recently found out we are moving and cannot take the system with us. upon calling the company and letting them know we're going to be cancelling after our two years have been up they try to tell us that we will have to pay 500 dollar cancellation fee. they say we have to pay the $500 cancellation fee because our contract automatically renewed. however today is July 7th in our contract is not renew until July 24th so I find this a little hard to believe that they cannot cancel it for us in addition they wanted a written letter of us canceling our service 60 days in advance. Yet when purchasing a home I had a 30 day close date. So how am I suppose to know 60 days in advance. And did I mention that our new contract doesn't start for another 18 days. this company is a joke and along with that their equipment is very cheap in addition the customer service is poor and not very helpful at all this is not the only problem I've had with this company so my wife and I will never use this company ever again and I strongly advise others to not go with this company as well.

1

Score

Craig Haltom City, TX

Jun 12, 2014

I can only assume the summary on this page was written by their mother... its the only way I can understand such a glowing review. I have been a customer for a little over a year - and I can tell you that there is little positive about them. 1: "State of the Art". Really? In what decade? Their technology might be 2005 "cutting edge", but its way behind the competition now: Massive upcharge if you want a cell enabled system. MASSIVE upcharge if you want to use cameras in your system. Your base station has a pre-programmed code - which is conveniently printed on the box so anyone can read it. "Free tablet"... what a JOKE!! its a $60 Coby 7" tablet that has been rooted so that it will ONLY work with their system - and they charge $250 for it!! And the best part - their "app" has the panic button less than 1/4" from the power button - good luck using it at night!! 2: Wireless? Seriously? I dont know how YOU define "wireless", but I assume it means "without wires"... yet the major parts of the system require that they be plugged in... power cords ARE WIRES YOU MORONS! Cut the power cord (or unplug it) and... no security system. 3: Customer service: What a joke. RUDE as can be! Will actually argue with you about your credit card number and address - it has happened to me! Have to call them at least every other month because "payment has been declined", yet it goes through when on the phone (even without giving them the number) - and then they will usually double bill you. ("Its ok though - we will credit you next month" - yes, they say that) 4: Web site is S-L-O-W... 5: Contract. In this "cutting edge" company, a 39 month contract is standard. Every other company these days is ditching the long contract in favor of actually improving customer service, but not Lifeshield. Nope - I have no doubt that the contract is to keep customers from ditching them in record numbers. Seriously - spend your money ANYWHERE else!

2

Score

Kyle Haubold Pacific Grove, CA

Jun 7, 2014

I will start out by saying that I chose this company after weeks of meticulously reviewing companies. What ultimately swayed me towards them was a friend's referral and the promotional equipment deal they had going at the time. Ordering Experience - I ordered the equipment about two weeks ago. The lady on the other end was truly great (and I mean that). The whole ordering experience was amazing and very easy. There was one slight hiccup when she messed up my e-mail but we got the issue resolved (or so it seemed). Permit- The company sends you a message, almost immediately, about how to obtain your city/county permit so that you can be monitored legally. They send you the specifics on which county/city Police Department to go to in order to obtain it, which is very nice, in my opinion. However, they gave me the wrong place to go to. Do I understand that databases sometimes go out of date? Yes, I do. So I e-mailed the company through two different e-mails letting them know that they needed to update it, and I have heard zero response from them (over a week ago). I was simply trying to help them update their database and it fell on deaf ears. Receiving/set-up - The unit came in the time frame they told me it would come in. I really like their packaging and setup instructions (I know some people have complained about that on here) but I found it convenient and I found the pre-setup that they do very convenient. After setting up a few of the sensors, I decided to start playing around with the control console (the electrical engineer in me). Every thing worked fine except any changes I made on the cell phone app or on a web browser did not get updated on the console. Huge deal? Nope, but some of the functions that I purchased it for (the ability to add users on the fly if you're out of town so that, say, a neighbor can go into your house) weren't working so I saw that as an issue (and still do). I also couldn't update sensor names, sensor preferences, etc. 1st call to customer service - The gentleman on the phone appeared very concerned with resolving my issue. He rebooted the system, did some 'checks on his end,' put me on hold to check on something, etc. After about 5 minutes of that, he basically gave up and told me just to 'wait it out and see what happens.' Okay, the engineer in me said that maybe that was true. I did just set it up, so maybe the comms links were still figuring themselves out. E-mail fiasco - I discovered (after a good samaritan found me on Facebook to tell me) that every e-mail since I had signed up had been going to her. My specific orders, the shipments, the notifications after the system was set up. So I went into my account to change my e-mail address and could not do that, even though there is a button to edit your master e-mail account. I found out, in the next call, that the master e-mail can't be changed by the user, by design (well, then why is there an edit button next to it?). I also discovered I couldn't add an e-mail or SMS notification from the phone or computer. My friend, a happy LifeShield customer, also said he couldn't do it. It is now on day 4 since I can't add an e-mail address/phone number. 2nd Call to Customer Service - The next day, I decided that the "ride it out" method probably wasn't going to work. I called again and, this time, got a lady tech helping me. I told her my issues and she said "I know we're doing some maintenance but I don't think that is affecting what you're saying" so I asked her to please find out and be sure. She put me on hold and comes back saying "well, apparently this is a known issues for a few days now and it should be resolved soon." (This is really when I lost faith in this company) So this has been a known issue for a few days, and you're telling me that when I brought it up you had no idea about it? Does LifeShield have no way of keeping tracking of current issues so that when people call, they can say something like "This is a current issue and it should be resolved by XXX date". THAT is what a good company does. They don't wait for the customer to teach the tech rep about current issues. So I asked her when it would be resolved (knowing she had no clue, but just to see what she would say) and I received a half-hearted-I'm-ready-to-get-off-the-phone-with-you "Umm, it should be today or tomorrow, but at the latest Monday." Yea, that's an informed answer. If you think anyone believes the truth in an answer like that, you are crazy. 3rd Call to Customer Service - Today, I called again and received the same lady tech. She told me the issue is still outstanding and they don't know when it will be fixed. She said she sent everything to engineering and hasn't heard anything. Great, thanks for the help. So, in summary, my huge problems with how this all went and my recommendation on how LifeShield needs to fix it: 1) Your technical representatives are completely happy letting customers get off the phone that still have unresolved issues. If anyone from the company is reading this, and truly cares about improving your company, you cannot have reps being OKAY with dissatisfied customers getting let off the line. 2) I received zero response when I tried helping you guys out to update your database on where someone in my zip code needs to go to get a permit. That shows that you don't appreciate input from your customers, especially when they go out of their way to help you. Good companies respond to their customers when they voice concerns. 3) The software (especially on the computer side, not so much the app/mobile/tablet side) is slow, inefficient, and has numerous bugs. You cannot accomplish simple tasks such as updating/adding notification e-mails/cell phones. It is hard to find links under certain heading and is just slow. I understand that it all ties to your home LifeShield network and components, but it's entirely slow for the day and age that we live in. Lastly, I understand that things go wrong. I understand that technology, especially software-heavy systems, can go awry and not function as it is supposed to. That is not what I'm upset about. I am upset with this company because of the way they are conducting day-to-day business. I shouldn't e-mail a company and not hear back after a week, and I shouldn't be let off the phone twice by tech reps who basically throw their hands up in the air because they have no clue. I can't even evaluate the system (in my 7 day, money back guarantee window) like I'm supposed to because it doesn't work properly. They will be getting my final phone call tomorrow to return the system.

0

Score

Courtney Zgraggen Columbia, MD

Jun 4, 2014

I WILL NEVER AGAIN GET LIFESHIELD & FURTHERMORE WILL ADVISE EVERY SINGLE PERSON I KNOW AGAINST IT. Additionally I will inform my mom (a Realtor) to their sketchy business practices and ask her to inform her office mates and colleagues so no one gets screwed like we did. If your curious the story is below... I ordered LifeShield for a rental for my roommates and I as we were moving to the city. When you sign up you agree to a 2 year contract of monthly monitoring fees. After the 2 years we moved and I called to cancel the system noticing that I had already been billed for a 25th month (when the contract was for 24). I was informed that on page 5 of a 10 page agreement I consented to electronically there was a stipulation that I had submit a request to them in writing (60 days prior to the 2 year term expiring) to cancel or else I was automatically renewed for an additional 12 months. The fee for this was 12 months of monthly monitoring fees, or over $400. Explaining the situation the cs rep reduced the charge to $200. This was the last positive experience I had with LifeShield. I told her I would call back as I needed to check with roommates, she told me I had a month until I would be charged again. I called about a week ago to discuss getting the $200 waived. We had fulfilled our contract, and were never notified that it would auto renew or that we had to notify them with the exception of the fine print of a contract from 2 years ago that I didn't even receive a copy of for my records. This time I asked to talk to a supervisor and had to ask at least 10 times before the rep would check to escalate things. She came back, told me they were all at lunch and they would call me back. A week later and nothing. Called again, all reps were busy, asked to be called back, nothing. Called again today to talk to a supervisor who might have been just as efficient and understanding if he were a recording. After 10 minutes of him not getting my point and quoting some obscure page of a 730+ day old contract we are paying $200. DO NOT GET LIFESHIELD, unless you set an alarm to notify them in writing 60 days prior, or you are okay with being SCREWED!! In addition to them stealing our money they made it hard work to even get a hold of someone to cancel, I have honestly spent over 3 hours trying to get this resolved.

1

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Lea Schertz, TX

Apr 16, 2014

Beware of this company. I take responsibility for not cancelling my contract as out lined in the agreement but after several conversation with their representative I call back and gave them a card to charge the cancellation fee. A week later I still did not see the charge nor was there a email letting me know it was in the process. I call again and was told someone would call me that evening. I will be calling and writing and certifying a letter today. If I have to at the end of the month I will cancel the new card I gave them as well. This company is the reason I do not like anyone to automatically draft from my card.

9

Score

Albert Cheshire Albuquerque, NM

Feb 26, 2014

Nice system.Made my work easy and simple.

9

Score

Eric B Wyncote, PA

Jan 5, 2014

I was surprised at how easy it is was to set up my LifeShield system. I did it over the weekend when I had some free time and it took me about an hour, and that included the time my wife spent deciding where she wanted to put the keypad. The instructions are pretty simple to follow, and it's not complicated. It's a good system, and I recommend it.

0

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Bryan E. Columbus, OH

Dec 18, 2013

Problem with the tablet the sent out. Customer Service is a joke. They never call back. They have replaced the same tablet 3 times and I have only had system 6 months. Horrible. I would not recomend to my worst enemy.

10

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Paul Harrisburg, PA

Nov 22, 2013

Easy to install and great customer support

10

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Rick & Kerrie Pleasant Grove, UT

Jul 23, 2013

Was surprised that the included tablet was as nice, and actually legit! Basically an iPad running my whole system!!! Not sure how they can afford to include it for free, but with nothing upfront, and easy installation, I'm definitely a huge fan so far! (Installed system July 2nd)

10

Score

Fred Monroe, NC

Jun 30, 2013

The equipment is just fine. Phone assistance has been stellar. Easy to operate. My biggest disappointment has been the "professional" installation that I paid for. The company that LifeShield contracted had done very few LifeShield systems and it showed. They did not check the functionality of individual sensors and subsequently, I found five of twenty-four improperly configured and not functioning. LifeShield did ship me some free sensors that I need to compensate. Overall, I am very happy after approximately thirty days of service. I would recommend this system to a friend or family member.