Alert One Services Inc.

Review: I am having numerous issues with Alert 1/[redacted]. As a result I asked to cancel the service and they are refusing to do so even though I paid for the service and equipment.

I ordered and paid for (by credit card) this service which involved equipment for the home and monitoring service. After placing the order, I did not receive a confirmation of the purchase and had to call them back to get that - no explanation on why I did not receive it despite confirming that they had the correct email address. I was then told that I could not get a confirmation of shipment. I called back over the weekend and was unable to get anyone to find out if the unit had shipped. I called today and was sent an email confirmation of shipment to go out today - this is now 4 days post-order. After I receive the email with the late shipment notification, I called to see if they could send it overnight to get it sooner. After trying to explain what I needed I was cut off from the call (this has happened multiple times when talking to this company). I then called back and couldn't get someone to talk to on this issue. Here I lost confidence that Alert 1/[redacted] could provide good monitoring service so I want to cancel the service. When I called back I sent from the customer service rep, to a supervisor, to a manager to try to cancel the service and was refused even though I am the purchaser. They insist that only the person who receives the service can cancel per company policy. This is a scam to keep sales and make it difficult for customers to cancel or change services. I am sure that this company policy is costing unsuspecting individuals unnecessary expenditures for their services. I am requesting that the Revdex.com look into this ASAP to help me obtain my refund being inappropriately witheld but, more importantly, help individuals who are being adversely impacted by this.Desired Settlement: Refund to me and a change to the company policy.

Business

Response:

To Whom it May Concern,We have been in contact with [redacted] to resolve the issue.

From our Terms and

Conditions accessible at [redacted]

4.4 Payments Due Upon Termination. Your obligation to make payments under

Section 4.1 following termination pursuant to Section 3.2 shall continue until

the later to occur of (i) if the termination occurs within the first two weeks

of the month, the end of the current month; (ii) if the termination occurs

within the last two weeks of the month, the end of the succeeding month, and

(iii) the end of the month in which your

Equipment is returned to and received by the Company.We are currently waiting to receive the unit before we can process his full refund. This has been communicated to [redacted] and is my understanding that we will continue to work together to resolve it.

Thanks,

Review: I had purchased this service for my parents and they had used it for several years. In early Sept. my mother began having problems with the company-provided equipment. She tried for more than a week to resolve the issue, but was unable to do so. Their technical service and customer service departments kept transferring her back and forth and basically giving her the run-around. I suspect she needed a new unit and the company did not want to pay for it. She called me to say she wanted me to cancel the service with AlertOne. I immediately contacted them...I believe it was on Sept. 12 because as luck would have it, they had just put the quarterly charge through to my credit card. I spoke with someone in AlertOne customer service. She pulled up my account, saw that they had just charged my card. She told me that if my parents immediately shipped the equipment back to them, AlertOne would credit my card for the $86.85. My parents shipped the equipment back to them (at my parent's cost) and AlertOne signed for the equipment on Sept. 18. I called customer service on Oct. 20 because I had not yet received the credit to my charge card. The customer service rep first told me that they would NOT credit my charge card, but would send me a check for the $86.85. I asked her to check to see when they would be mailing the check to me. After a long delay, she returned to the phone to say they would not be refunding the money at all. To say I was furious is an understatement. I received three different stories about this refund. I am due the prepayment for the service they did not provide because my parents did not even have possession of the equipment and the service had been terminated.Desired Settlement: The business has a responsibility to honor what their customer service rep told me.....that if we shipped the equipment back, I would receive a refund.

Business

Response:

To Whom it May Concern:We apologize for the inconvenience this has caused. While we are unable to refund policies that are past our 30 day refund window, we will be refunding [redacted] the promised amount of $86.85. I have left a message for [redacted] stating that the refund check will be issued by the end of the week.We consider the matter resolved.

My son recently ordered an AlertOne system for me. When he explained it required an annual fee I told him to just get me the system that dials directly to 911 and not an operator. Before the AlertOne system arrived my son called them to cancel the service. At first they gave him a hard time, but eventually instructed him to just return the item to the return address. I shipped it back as soon as I received it and now my son has been told he will not receive a refund since I did not take it out of the box and test it. My son did exactly as he was told by a company representative and now he is out $325.00. I believe this company prays on older people and lacks any ethics. This is a horrible company and I hope they go out of business. I understand AlertOne B have an A+ Revdex.com rating on their webpage, and as you can see they only have a B ratting.

Review: I am highly dissatisfied with the customer service I have received. My mother-in-law prepaid for a year of service plus the equipment for the alert system. We hooked the system up and it would not work. I called many times and was finally told she needed the wireless system because she has [redacted] for her phone line. When we received the wireless system we hooked it up to the alert system. Her phone line would not work correctly. I called Alert One back. They said it was the [redacted] line, I called [redacted]. They ran a test on her phone. [redacted] said her phone line was working. She wasn't able to call out but we could call her. I decided to call Alert One Services and cancel the service. I was told she would receive a full refund in 6 weeks. I have proof through UPS that both the alert system and the wireless were returned on June 23 & 24. I called today (July 22, 2014) and was told no refund would be issued. I am very frustrated. This system would not work with [redacted], no where on the company website does it say [redacted] is not compatible. I was told by many CSR's it is not compatible with [redacted]. The system was ordered in May 2014 and returned in June 2014. There is no way we could have had the system returned within their 30 day return policy...with calling them, ordering the wireless system, waiting on it to be shipped, hooking it up. I called customer service and was told a return label. I waited a week...no return label was sent. I called and a return label was e-mailed. The person did not e-mail 2 labels...so I called back and had a return label for the wireless system e-mailed. We want the over 500.00 dollars prepaid refunded. This system never worked with her [redacted]. I have been told today (July 22, 2014) no refund is to be given. This is not morally and ethically right. My mother-in-law lives on a fixed budget. If the system worked correctly with [redacted] we would have kept the system but since it does not, as I was told by many CSR's I talked too, no information is on the company website that it is not compatible with [redacted], and I was told my mother-in-law would receive a refund...it is the right, morally, ethically procedure to take. A full refund. I talked to Amber, a supervisor, at ext 6127 with Alert One today (July 22, 2014) and she could not refund the money. That our options were a [redacted] wireless pendant or donate her pre-paid equipment to a person in need. Neither of these options is acceptable to us.Desired Settlement: We want a full refund. This system does not work with [redacted]. The company knows it doesn't, it is not stated on their company website. If it had we would not have ordered it. I was told on the phone a full refund would be issued when the equipment was returned. It was returned by UPS, tracking number shows it was delivered back to Alert One Services.

Business

Response:

Hello:We received a similar complaint from [redacted] directly. I followed up with her and Alert1 we refunded her a prorated amount. The customer was satisfied with this resolution and thanked me for all of my help. We consider the matter resolved as of July 29, 2014. Please see attached emails for confirmation.Thank you,Kristen S[redacted]

Review: Alert One refuses to cancel the service when you ask for it to be cancelled. The customer service department does not tell you that you have to return the equipment until you have been billed numerous times. I have been calling and cancelling for over a year and they kept billing me until finally a customer service person told me I had to return the equipment which I did by [redacted]. I feel they charged me close to $400.00 for a service I was not receiving. I told them when I moved in April of 2013 that the equipment did not work and they continued billing me every three months for close to $90.00. I just told my co-worker about my problem and she had the exact same problem with this company when she tried to cancel the service for her mother. They are taking money from people because the customer service reps are not good and do not tell you to return the equipment until many months have passed and they keep collecting their money.Desired Settlement: I want a refund of all the payments I made in the last year since April of 2013. I called them numerous times and they had me put my husband on the phone and confirm he did not want the service and yet they kept taking it out of my account. I told them this time I will not pay the bill. I don't care if they send me to a collection agency or whatever.

Business

Response:

---------- Forwarded message ----------

From: Jeremy F[redacted] <[redacted]>

Date: Wed, Jul 23, 2014 at 6:58 PM

Subject: RE: [redacted]

To: [redacted]

[redacted],

For the protection of our members accounts remain active until our equipment is returned. This is to avoid having someone believe they are protected, press their button only to find out that their account had been cancelled. That is the case in this situation, because the equipment had not been returned the account was not cancelled and service was still being provided to the member.

We’ve reached out to Susan and offered a courtesy refund of $83.85 for a quarter of service and that we will not be sending her to the collection agency for the remaining balance owed as she showed concern to in her complaint.

Thanks,

Jeremy

Review: Business continually calls with the same recording that seems to be targeted the elderly. This is a confusing recording and could unlawfully and unwillingly the purchase of a medical product. Here is the number that is being used to make the calls recently: [redacted] from [redacted], VA.Desired Settlement: This robo-call should stop immediately. The harassment of my family has been continual for 4 weeks and our number is on the do not call list. Further, if others are receiving the same call, then fraud seems to be the only motivation.

Business

Response:

Review: When I signed my mother up for this service, she lived in NY. I signed her up for two years at a reduced price for signing up for two years. That was the service agreement. Several things happened regarding her account. First, she did not receive her unit when she was supposed to. They said by phone it was due to Hurricane Sandy, so they had to send a second unit out and after the second one arrived, then the first one showed up. I returned the first unit, as we had set up the second one already. I put in a complaint, Case #[redacted] in 2012. That case was not acknowledged until Dec. 2013 and then I NEVER received an answer to the request of changing the billing date to 2 weeks later because the second unit arrived more than 2 weeks after the first one was supposed to. I do not think that was an unreasonable request. Today, when I spoke with representative Dale, his supervisor told him to tell me they are not responsible for the unit not arriving because this was a natural disaster. REALLY? So they charged my mother for the very first month of service and she did not even have the unit yet! All I did was ask for the billing date to be changed from 11/12 to 11/29. They will not honor that. My mom has since moved here to PA with me. When she moved here in May 2014, we contacted Alert One to change the service address and make sure the unit was working properly. When I looked at mom's bank statement last night, I saw that Alert One had charged her for another year of service - WE NEVER RECEIVED A BILL!!! I also do not remember authorizing them to automatically charge the account. Besides, the two year service agreement we signed for is now up, so they should have sent us a bill, should have told us the new rate and asked if we wanted to continue service there should be a new service contract. Due to this, we are cancelling service. Now I am told I can return the unit (and related products) and that they are going to charge my mom for this month even though the unit is being sent back. Also, they will not refund us until they receive the unit and they will send a refund by check even though they took the payment out of her account. I do not think this is fair business practice, especially because I was willing to work with them and let slide the issue that service began much later, but now that means my mom, who is 93 and legally blind, will have paid for the first month of service when she did not have the unit, she was not billed or given the choice for renewal, and now will be charged the last month of service and the unit will be in transit for return not being used and then have to wait for a physical check for a refund.Desired Settlement: I believe my mom should get a total refund of $323.40, not one where they will deduct a month of service that will never take place and they did not send a bill or a new service agreement.

Business

Response:

To Whom It May Concern:

Review: I purchased system for my father living in PA on March 2012. Service was presented as risk free with no long term commitment when ordering with Gary. Subsequently when my father entered an assisted living facility in January 2013, I contacted Alert One to cancel the service and obtain a refund. Customer service agent conferred with the supervisor and responded that they could not refund but instead suggested I give the service to someone else who may benefit for the remaining time on the annual contract. They marked the file accordingly and I did not give the service to anyone else. April 2013 I received an automatic charge on my credit card. I did not give approval to the company to automatically charge my credit card ad I did not receive any paperwork of the transaction when purchasing the service. I called again and was told the file reflected my previous customer service calls and that the supervisor ok'd a credit. No credit was received. April 2014 my credit card was charged again. Called and spoke with Amber May 19; she conferred with supervisor/relayed that I was not previously told to return the system, but that I did need to do so prior to receiving the credit. As I do not live near my father, I made arrangements for the system to be boxed up and returned. System was returned and received by Alert 1 in May;, no credit again. My Father passed away. I called Alert One on 7/28 and asked for a return call. My call was not returned. On July 29, I spoke with Dan/customer service. As he needed to discuss w/supervisor, he said he'd call back. No return call. I called again October 6 and was told by Dan that the supervisor said the refund of $294.13 (partial year) was approved but would take 3-6 weeks. Still no refund received, thus I called again. Customer service told me that I would not be receiving a credit after all; they had previously made a mistake by telling me I would be refunded money. This is fraudulentDesired Settlement: I want reimbursed for unauthorized billing for year 2013 and 2014. I returned the system when they told me to do so. They lied repeatedly to me. I agreed to pay $311.40 for 2012 only.

Even when records showed that I was not told to return the system nor was advised nor approved automatic charges to my credit card, they did so. They charged me $330.08 for 2013 and $330.08 for 2014. Please note that the cost of the service increased, without an advance notice to me. Their behavior is fraudulent.

Business

Response:

To Whom it May Concern:

Review: My mother received an Alert1 monitoring system. She is elderly and beginning to suffer from dementia. She received the delivery but was frustrated and confused about what she was supposed to do to use it. I am in Michigan and she had become so frustrated that she gave up and decided to return the package and take advantage of their advertised 30 Money Back guarantee (that lists no conditions) that they advertise on their site.

The unit and the service was ordered on Dec 1, 2014 under force. The online order was started and then closed but the Alert1 company sent emails stating that the charge would be applied regardless of my completing the order since they kept my credit card information.

I sent several emails asking for a status of my refund for the 3 months of service but received no response. I called Alert1 on January 5, 2015 and they confirmed that they received the returned unit on Dec 16, 2014 but the refund had not yet been processed. They said that they would investigate and call me back - there was no return call. I again sent another email asking for a status - no reply.

I called again today (Jan 19, 2015) and I was told that because the service was not activated before being returned, there would be no refund. Their website does NOT stipulate any conditions next to their prominent display of a 30 day money back guarantee. The agent said that this stipulation is in their contract terms.

My mother is elderly and unable to do many simple things, she is alone where the unit was delivered and I am across the country. No one ever informed us that their guarantee has disclaimers and their web site main page that advertises the money back guarantee does not reference any conditions to the guarantee.

I have never heard of a company that advertises a money back guarantee and when their product is returned unused - they deny a refund because the product was unused. The very fact that this product is marketed to the elderly seems to show that they are in the business of defrauding the elderly since they falsely advertise a money back guarantee with no conditions referenced and then rely on conditions inserted into a lengthy terms contract.

The order details for this complaint are as follows;

Order details:

Order date: 12/01/2014

Billing cycle: Quarterly

Total order cost: $92.85

Shipping cost: $19.95

We will send your order to:

Mesa, AZ, [redacted]Desired Settlement: This company should not only refund the order cost and honor the money back guarantee as it is is clearly advertised on their website (without conditions or requirements) and they should also change their website to note that their money back guarantee has conditions and requirements.

This is what is listed on their website (there are no conditions referenced so this would be false advertising, especially considering their target market of the elderly);

30-Day Money Back Triple Guarantee

1. Cancel anytime - No Hassle!

2. No cancellation fees

3. Refund 100% of your service plan payment

Business

Response:

To Whom It May Concern,

Review: returned product for refund to creit card. and they keep stalling. they acknowlage return. and last contact said they would get back to me which they haven't. and discover card has helped. but they have manage to run out there window of help.Desired Settlement: $371.40

Business

Response:

To Whom it May Concern:We apologize for the inconvenience this has caused. [redacted] sent the unit back past our 30 day window, so he was not eligible for the full refund, but we have prorated the amount and will be issuing a refund for $309.50. I have spoken with [redacted] who found this resolution to be satisfactory.We consider the matter resolved.

Review: I signed up for alert 1 medical alert. It worked fine for approx. two months and then I requested a GPS type because I camped a lot and the one I had would not work. They (alert1) did not supply that type but referred me to Safety Alert USA. As instructed I sent back the alert1 device thru [redacted]. The next month I was charged for the unit, so I called the company and they stated they never received the unit. Two weeks later I received a letter stating I needed this form to send the unit back. It was too late. I have tried to talk to a supervisor many times and left voice messages, but nothing works, as far as I know they still have not received the unit and I am still being charged.[redacted]Desired Settlement: refund of monthly charges, and not to be charged for the unittracking #[redacted]

Business

Response:

To Whom it May Concern:

Review: I have been requesting a refund or partial refund for the Alert 1 device my mother purchased several months ago. My Mother, [redacted], at the time of purchase, was living in an independent living situation needing this service. She fell and broke her femur in her right leg and ended up in over 100 days of recovery in a rehab facility. We all were hoping that she could return to her independent living situation; however after several long months of rehab, it became quite evident that she needed to be in an Assisted living home. At this point we were well past the 30 day return policy and the Alert 1 box hadn't even been opened. I called Alert 1 and they said we were out of luck and had to return the device for no refund, and not doing so, would result in extra fees. I was hoping that they would just charge us a handling fee and refund the majority of the $325 cost. When I called to work things out, they said a manager would be calling me, but I have yet to hear from anyone. The device is still in it's original packaging and can easily be returned, if they will be willing to work out a fair arrangement. The company does not appear to be caring for their clients as much as they want to make a profit.Desired Settlement: I would agree to a $50 or $75 handling fee, but want the balance to be refunded to my Mother's account. I would appreciate a call from their Manager, as they said, to resolve this issue in a fair and professional matter.

Business

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Mar 19, 2014 at 3:27 PM

Subject: Case # [redacted] for member [redacted]

To: "[redacted]" <[redacted]>

Cc: [redacted] <[redacted]>

Dear [redacted],

Thank you for speaking to me this afternoon regarding case # [redacted]. I left a voice mail for [redacted] and also sent an email to him (see below) today, Wednesday, 3/19/2014, I have not received a response from him. I have requested that he contact me regarding the refund situation, once he contacts me I will be more than happy to discuss with him the refund which I have approved in the amount of $311.40 to his [redacted] ending in [redacted]. The refund does not include the $19.95 shipping charge as per the phone order he requested rushed shipping vs. free shipping. The $311.40 refund is contingent on the return of our medical alert system, once the equipment is returned we will be more than happy to refund his credit card.

I would also like to express my (our) apology to [redacted] for the non return of a call from management regarding this matter. An attempt was made on 2/5/2014 to contact [redacted] however the manager was unable to leave a message and did not follow up with him on a different day to assist him in this matter.

Please have [redacted] contact our office, preferably me, direct to receive cancellation instructions and a personal apology. I may be reached at ###-###-#### or ###-###-####.

Please feel free to contact me should you need additional information.

Thank you

Sincerely,

Administrative Assistant

Review: I spoke with a customer service representative about cancelling service as my mother passed away on January 17th 2015. She instructed me to pack up your equipment and return it, which I did the next day. I then asked about a refund as I had prepaid for the service through April. She informed me that there would be no refund. I question whether it is legal to keep prepayment when the system has been returned and the client has passed away. I am really disappointed in her response since I would assume that this situation occurs frequently in this business. It seems like another fleecing of the elderly. I do not understand why I am obligated to pay for a service that is no longer being used. For example, [redacted] Cable bills for service one month in advance, yet refunded the unused portion of the month on my mothers account. This seems like a fair and equitable solution in this situation. Alert-1 seems to have if not illegal then unethical practices.Desired Settlement: I want a refund for the complete unused portion of my payment.

Business

Response:

To Whom It May Concern,

Review: Alert 1 advertises a 30 day guarantee. The delivery time/activation time should be included in the 30 days this is deceiving. My father doesn't use the service since it went off by mistake one of the first evenings after it was setup. So I called on Nov. 14th to cancel, which was within the 30 days of order date. Spoke to CSR rep and he advised me to return it soon, didnt tell me it needed to be in-house by 30 days from order date. It was delivered the 19th. Two days after order date but definitely within 30 days of received/activated.Two issues for complaint: 1.Alert 1 should not use 30 days guarantee advertising unless it can deliver the product the date of order; maybe 25 day guarantee is accurate advertising. 2.Alert 1 has flexible payment methods, more you pay cheaper it is. However if you cancel and return service you do not get refund for unused months. I choose quarterly payment method, and they tell me no refund will be provided for unused months. This seems like a heartless policy dealing with old people and collecting as much money as possible up front and if they pass, no refund. Glad my refund was not due to death but lack of use.Desired Settlement: Should at minimum receive 2 months if not the whole 3 months refund.

Business

Response:

To whom it may concern,

Simply, I do not recommend this company in any way. My sister and I went in on a system for my mom a year ago. For some reason, the system would not work at my mom's location. Either, it would not work all together, or it would detect a fall when no fall occurred and dispatch 911 without the ability for my mom to call it off. In one case, she was able to call off the emergency through Alert1, but the fire department and an ambulance still showed up. After dealing with false alarms and malfunctioning equipment for a couple of months, we decided that we no longer wanted to go through the hassle of trying to make it work. We tried to cancel and get a refund for the part of the year we had not used. The company stated they would not make any refunds whatsoever. Even though throughout the rest of the year whenever we spoke to the company, we said that we wanted to cancel the service at the end of the term, they still charged me almost $400 without notice. When I called to complain, they said they automatically charge for service if we possess the equipment, even though we had no intention of continuing the service. I stand by the opinion that as long as we paid for the service for the first year, we should have access to the equipment until the last day of the term and then have the service shut off so that we might send the equipment back and cease our relationship. The company disagrees and stated that we have to pay for the whole month as long as the equipment is not in their possession. My point is, if the system works for you, great, but if you have any problem at all, realize that this company cares more about retaining your dollars than retaining good customer service. My experience has been expensive and frustrating to say the least. Good luck.

Review: On January 1, 2015, we contacted Alert 1 to receive service due to recent falls. We were given a monthly quote, but never notified that the total amount would be taken upfront for the whole year ($431.40). In addition, we were told that we could terminate services at any time. From conversation with sales person, we were given the impression that any money would be refunded upon cancelation. The system did not work from the beginning. We had chosen the system with fall sensor (POM), but it went off with little movement. We called to cancel, but they said they would send us another sensor. When the replacement arrived, we decided to discontinue the sensor and requested to be replaced with regular alert. The fall sensor was discontinued prior to 30 days, but never received reimbursement (for the fall sensor you pay $5.00 more a month). The regular system worked until 2/24/15 when it failed a second time. We decided to discontinue the service all together. The sales person stated that the money would not be refunded because it was more than 30 days since service began. However, the system did not work right from the beginning. It is our belief that this company deceive the elderly for financial gains.Desired Settlement: Total refund

Business

Response:

To Whom it May Concern,

Review: I HAVE AN 83 YEAR OLD MOTHER. I WANTED TO MAKE SURE THAT IF ANYTHING HAPPENED TO HER, SHE COULD HAVE A SERVICE THAT COULD PROVIDE HER WITH IMMEDIATE ATTENTION..

I ORDERED THE ALERT ONE SEVERAL MONTHS AGO AND HAVE BEEN CHARGED IN THE AMOUNT OF $83.85 FOR SEVERAL MONTHS. THE ONLY THING WRONG WITH THIS PICTURE IS THAT THE SERVICE WAS NEVER TURNED ON BY MY MOTHER IN HER HOME. MEANING THAT SHE NEVER CONNECTED THE MACHINE, THEREFORE, ALERT ONE HAS NOT BEEN MONITORING THIS ACCOUNT!!!

I HAVE PAID ALL THE [redacted] BILLS FROM THEM, BUT NOW I FEEL THAT I HAVE BEEN TAKEN. HOW CAN THEY CHARGE ME SO MUCH MONEY PER MONTH WITHOUT MY MOTHERS DEVICE BEEING HOOKED UP??? WHAT ARE THEY CHARGING ME FOR.

WHEN I ASKED THEM "DO YOU KNOW THAT THIS ACCOUNT HAS NEVER BEEN SET UP", THEY SAID NO, BUT YOU HAVE TO PAY THE CHARGE. I EXCLAIMED, "FOR WHAT?" THERE ANSWER WAS THAT I HAD THERE EQUIPMENT. I AM SUPPOSED TO HAVE HAD A SERVICE CONNECTED TO THIS ACCOUNT WHICH NEVER HAPPENED.

I FEEL THEY TOOK ADVANTAGE OF ME.Desired Settlement: I WOULD LIKE THEM TO REFUND MOST OR ALL OF THE MONEY PAID TO THEM. THEY DID NOT MONITOR ANYTHING!

Business

Response:

Review: I purchased a home monitoring system online for my elderly mother, which said she would receive the monitors themselves, free. I paid ahead for a year. My sister bought a different system for my mother 3/4 through the year. I assumed when I did not renew the next year that would be the end of it. Sometime in March 2014 I received a call from AlertOne saying my bill was due. I told them I was not renewing. They wanted their equipment back. I thought we received the equipment free as they has stated in the beginning. The representative said she would send mail a postage paid label via email to return the equipment and if I did so I would not owe anymore money. I waited 2 weeks and the label did not come. After me calling 2 times and emailing two times I received the label via email. I returned the equipment the day I received the label. In one of the emails I received I was told I'd owe $20 some dollars for the one month. I did not feel this fair since they never billed me to begin with nor contact me until after the 30 days they say the account expired and they took two weeks to send the label. After I returned their equipment I heard nothing from them so I assumed the account was clear. Then this month, December 2014 My mother and I receive harassing phone calls with them saying we owe $300 plus dollars for a full year and their contract allows this. One representative wanted $70 odd dollars to close the account. I did not want to pay this due to them originally saying I would owe nothing if I returned their equipment. Now they are threatening my mother and I with collection letters for over $300.. My mother was never on the billing and she should not be involved in this at all.Desired Settlement: I want AlertOne to take my mother's name off the billing for one. I want them to honor their original statement that I would owe nothing if I returned their equipment. They need to change their policy and make it clear the equipment is not free. It is part of their yearly cost and equipment has to be returned. I was never given any contract to sign nor did they send it with the equipment as they claim.

Business

Response:

To Whom It May Concern,We appreciate you bringing the issue to our attention. We have discussed the matter with [redacted] and determined that we will not be pursuing payment any further. I have sent her a confirmation email for her reference.[redacted]- thank you for helping us bring this to an amicable resolution. We appreciate the opportunity to make it right for you.Thank you for your time.Sincerely,Kristen S[redacted]Corporate Development

I HAVE BEEN A CUSTOMER WITH ALERT ONE FOR AT LEAST 5 YEARS, WITH SEEMINGLY NO PROBLEMS. FORTUNATELY, I NEVER HAD TO USE THE ALERT.
HOWEVER, WHEN I DID CANCEL THE SERVICE THE BEGINNING OF AUGUST, MY NEXT CREDIT CARD STATEMENT SHOWED I HAD BEEN BILLED FOR THE QUARTER ON JULY 30. I ASSUMED...NEVER DO THIS...MY NEXT CREDIT CARD STATEMENT WOULD REFLECT A CREDIT. IT DID NOT. SPOKE TO A REP THIS A.M. AS WELL AS A SUPERVISOR, ONLY TO BE TOLD THERE WOULD BE NO
CREDIT ISSUED. I WAS TOLD IT IS LIKE BUYING A PREPAID PHONE CARD...AND ALSO SOME GOBBILY GOOK ABOUT MONTHLY, QUARTERLY OR ANNUAL PAYMENTS...WAS TOLD I SHOULD HAVE READ TERMS OF SERVICE...IN OTHER WORDS, S[redacted] YOU..
I HAVE READ MANY REVIEWS ABOUT THIS COMPANY, AND FIND ISSUING CREDITS SEEM TO BE A PROBLEM...BUYER BEWARE. I HAVE JUST THROWN AWAY OVER $70.00...FOR NOTHING..

Review: I utilized this medical alert service for my mother. I called to get instructions from this company as to how to discontinue service. I was billed annually and Imy bill was due in March. I told the company I was going to discontinue service and they told me to return the equipment and once it is received, it will be discontinued. I was told I would be billed only for the months that elapsed until the equipment was returned. The equipment was received by the company on June 4, 2014 (I called and verified this). I did not hear from the company until 12/2/14 for the final bill, as I was waiting to ensure that the many I owed would be confirmed by them. They sent a bill charging me for the entire year. In other words, I paid for 9 additional months of service I did not use. I was billed annually in advance, but again, I paid for the service up to when they received the equipment, yet they demanded payment for the entire year. The second issue is that they did not communicate with me for 3 months and then demanded payment for a full year which was $335.40. I had already sent a check for $84.00 for the three months. In one of the letters they sent me it read "your account has an outstanding balance for this period of time." I had even called before I cancelled to make sure that I would only be charged for the three months up until they received the equipment. Thirdly, each time I called to speak with someone about it, I did not get an answer. I was even told that someone would call me back and no one did. This company has not been professional. They are fraudulent and deceptive and they do not know how to take care of their customers. I pay my bills and I am a very responsible person and I tried to make sure everything would be taken care of properly. They waited for three months to send a confirmatory letter about their receipt of the equipment I returned. That is tacky and unprofessional. I mailed a check to them for the balance along with a letter. They threatened to send my account to a collection agency. I would not want this on my record. Please contact these people and let them know that they are wrong to charge people for services they did not render!!!Desired Settlement: I hope they can become more personal with people when it comes to settling billing problems. Disappointed that they are nice and attentive when it comes to people signing up, but not helpful or kind when one wants to cancel.

Business

Response:

To Whom it May Concern,