Alert One Services Inc.

I normally do not give much credit to business or product reviews, but my encounter with Alert One has changed my opinion. My 89 years old mother ordered their product sometime in the last two years and August, 2015 she had a heart attack. My complaint is with the way they handle the cancellation of the item. Since she required 24 hour care, I returned the machine. She received a bill for $86.85 for three months she WILL NOT have nor use the machine. When I contacted the company about the bill , twice I was told she would have to pay this fee because of the contract terms. I asked if they could prorate the bill and was continually told it was the term of the contract. THIS IS NOT RIGHT.

I started a service plan for my mother for a 14 month long intro plan, which would have taken her coverage to Feb of 2016. I ended up having to cancel the plan after 12 months because my mother felt she was "too young" to need or use it. She shipped it back and it arrived back in Alert 1's location apparently two days after what they said they would like the equipment back. Even though I had PAID IN FULL for coverage that would have been until Feb of 2016, they wanted my to pay $235! I said I would not be paying for anything else that I already paid for.

Review: Alert 1 billing cycle due 11/24. Oct 24th billed credit card without permission or issuance of invoice, Cancelled Oct 25th returned equipment, rec'd by Alert 1 Nov 13th. Credit card not credited with $311.40. Phone call to Alert 1 check would be issued for refund. Dec 15th still have not received check. Blatant financial abuse of elder person on limited income. Credit card should be credited upon receipt of equipment. I am paying interest on the charge and Alert 1 uses my money. Will eventually receive check, however this is a extremely poor method of business protocol.Desired Settlement: Perhaps you can speed up the check process or have my credit card credited.

Business

Response:

To Whom it May Concern:I apologize for the delay in my response. We have researched [redacted]'s complaint and we have verified that the refund has been processed. I explained that it is not our intention to delay the process and we apologize for the error on our part.

Review: I purchased the 24-hour monitoring system for my 95-year-old mother and paid for it with my credit card. The company could not deliver the unit quickly nor could they tell me the status of my order when I called back after placing the order. I lost confidence in the company's ability to provide good service based on this and have refused the associated equipment package delivery and asked multiple times for a refund. This company has a stated refund policy as follows:

"The Member or the Payer, as applicable, whose credit card, bank account or other payment method is used for payment under Section 4.1 may terminate this Agreement at any time for any or no reason, by notifying the Company of your intent to terminate the Agreement."

I have asked for a refund but the company is refusing to issue one without also having my 95 year-old mother call to say she wants the service cancelled. This is not in the terms and conditions nor was it stated to me when I asked about returns/refunds prior to the purchase. I truly believe that this company 'policy', which has no grounds in consumer commerce, is intended to discourage people from obtaining refunds. I can only imagine that an elderly person in this situation would be victimized by this company's approach to refunds and lose their money.

I have tried multiple time to gain a refund and was told that I would receive a refund. IN an email to me on August 11, 2014 at 12:26 PM, Alert1 wrote -

Hi [redacted],

After reviewing the details of your complaint, we will issue you a full refund. We apologize for the inconvenience and appreciate your patience in the matter. Please send me the address you would like to have your refund check issued to.

Thank you,

Kristen

I provided the refund info and now they are refusing to send the refund.Desired Settlement: A refund and I feel that Revdex.com needs to look into this company's practices further. I am sure that other individuals, particularly the elderly, may be falling victim to this company's 'policy' which raises barriers to obtaining refunds. I feel that this is just a way to keep revenue and prey on unsuspecting consumers.

Business

Response:

To Whom it May Concern,

Review: Hello. I purchased the Alert 1 medical alert system for my widowed father on November 21, 2014, and had the unit shipped directly to his house. My father received the unit and attempted to install it, but it would not work properly so he contacted the Alert 1 customer service number located in the package of information that came with the unit. He informed the people at Alert 1 that he was not happy with the setup process and he would like to return it for a refund. They instructed him to return the unit, which he did, and it was delivered via [redacted] on December 5, 2014 (we have the [redacted] tracking number showing it was received and signed for by Alert 1.) I then contacted Alert 1 multiple times to follow up on our refund, only for their customer service department to say that because my Dad did not activate the unit, we are not entitled to a refund. The problem is my Dad (who, while he is 89 years old, is still very competent) could not get the unit to work properly in order to test it, so he did the next best thing and called their phone number and talked to their customer service department and he did exactly as they instructed. Obviously we have proof that they received their merchandise back, and they are now clearly taking advantage of an elderly man based upon a technicality.Desired Settlement: We would like our $112.85 back.

Business

Response:

To Whom It May Concern,

Review: We had a medical alert system for my husband who was having issues with balance. When I got the system, I paid for the first quarter and got 1 month free. I got the system in April so the payment would have been due in August. A couple weeks ago my husband and I decided that he no longer needed the system as his health issues had improved. I called Alert One and made arrangements to return the system. I have the tracking information which states that they received the system on July 22nd. Today, July 29th, Alert One made a ACH debit against my checking account for $145.80. When I called the company, I was told that the payment was submitted on the 18th, prior to my returning the equipment. That is ridiculous as it would NOT take 11 days for a payment to hit my account. I was told that MAYBE the supervisor could take care of the problem, but she was unavailable but I could leave a message on her voice mail, which I did. This is bad business, that you would charge people that can't afford the system, but get it for peace of mind, after they have returned the equipment. I feel that this was punishment for not keeping their equipment.Desired Settlement: I would like the $145.80 returned along with the $40.00 bank fee that I will incur for this being an overdraw on my account. (I do not have the money to pay this amount. Another reason I returned the system BEFORE it was due) I would also like any other fees that this might cause me to have based on the fact that it may cause other things to bounce which otherwise would not have. I also want this to show in their future ratings.

Business

Response:

To Whom it may Concern: