Bay Alarm Medical

Initial Business Response / [redacted] (1000, 8, 2014/09/26) */ Bay Alarm Medical offers different styles of paymentThis is detailed on our websiteCustomers can pay month to month, every months, or once per yearThe longer the payment plan, the less expensive each month becomesOur customer may cancel at any timeThere will be no further charges to the account once the equipment is returned back to usPlease note that if a customer chooses to purchase an Annual or Quarterly plan, no refunds or pro-rations are issued after the initial day trial periodAll payment plans auto renew at the end of their term unless the medical equipment is returned prior to the next bill dateThese details are also stated under Section in the signed Service Agreement that our customer mailed back to us on 7/10/ Upon researching the details on our customer Ms [redacted] account, we can confirm that we sent her a reminder notice of the renewal prior to their renewal dateWe did not receive any response from the customer that they intended to cancel so the service did automatically renew As a courtesy to our customers who are no longer in need of the service but might still be in the middle of their service term, we offer the option to transfer service to another family member or friend without additional transfer feesSimply give us a call at XXX-XXX-XXXX and we can help set this upThank you [redacted] Bay Alarm Medical Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a letter from Bay Alarm Medical dated May 29, stating that my credit card information no longer valid because my card had expired and to please send them an updated credit cardI then called to cancel this service well in advance before the service was to renewThe Bay alarm medical representive I spoke with on the phone (I believe her name was ***) said she would be mailing me a cancelation letter to sign, I never received the letter and it was never mentioned to me about sending back equipment at that time (possibly this is something that is mentioned in the cancelation letter that I never received)Meanwhile, I waited for the cancelation letter which never did come to this day, October 3, I notified the company of my desire to cancel this service and the failure was completely and wholey on their partThey were negligent in all aspects of canceling this serviceThey never did cancel the service or send me the letter which I am still waiting on and they never provided me with any additional information to cancel this service but instead, they charged my expired credit card for another year worth of service that I had already called and canceled more than a month prior to the charge being processedWhen I saw the charge on my bank statement, I was irrate that they charged me for a service that was canceled well in advanceWhen I called this company the lady I spoke with said that even though they didn't have authorization to charge my card again and that they didn't have the new expiration date of my card, she said they have a computer system that selects numbers at random to force the charges thru their systemI want a full refund of the amount that was unjustly charged for services that were canceledI have held up my end of the bargain and done all that was asked of meThey neglected to send me a cancelation letter or provide me with any information to cancel these servicesI can not believe that a company like this is allowed to continue operatingI have every intention of filing a claim in small claims court to resolve this matter if I do not receive a full refund for services not rendered Sincerely, Ms [redacted] Final Business Response / [redacted] (4000, 17, 2014/11/06) */ 11-5- Sent via email We show that the information we provided to customer regarding the account was true and correctWe stand by our previous responseThank you Customer Accounts Bay Alarm Medical

Initial Business Response / [redacted] (1000, 5, 2015/03/03) */ 3-3- Sent via email: Thank you for notifying us of thisWe would like to get to the bottom of this immediately but will need your assistanceCan you provide us with the date that your mother had the emergency incident and subsequently suffered a heart attack? We would like to bring this to resolution ASAP for youWe appreciate your response Customer Service Bay Alarm Medical Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response was a question The answer to the question is the date the incident occured is December 22, I would like a full from that date on as well as the charge in February I would like Bay Alarm to notify their customers reps when they are not getting a signal from their box Final Business Response / [redacted] (4000, 9, 2015/03/19) */ Thank you for providing us the necessary information to research this To ensure that the unit is functioning, we require that the customer test the unit once a monthWe also test once a month on our end by sending a test timer from the unit monthly and the last recorded test timer was on 12/29/ We apologize for the the unit missing the test timer on our endA refund of $will be refunded to the credit card that was charged today 3/19/Please allow up to business days for it to post We again, apologize for not notifying you of the missed test timerIf you have any further questions or concerns, please call us at X-XXX-XXX-XXXXThank you Final Consumer Response / [redacted] (4200, 11, 2015/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since you admitted missing the test timer on your end and we were never notified that the unit was not working properly,we would like all payments we made reimbursed since we got the unit which was November of Because of this unit not working, she was laying on the floor for hours, possibly causing her deathWe also wish you to put better systems in place to monitor these machines to prevent other deaths

Thank you for bringing this matter to our attention and allowing Bay Alarm Medical the opportunity to address your concernsAfter looking into the account we have confirmed that our equipment was sent to MrsWendell in proper operating condition; this was confirmed by successful internal testing with our technicians on 2/5/prior to the equipment being shippedOnce received in the home, our customer was able to successfully test the equipment on multiple occasions which include recorded tests completed on the dates of 2/15/2016, 3/2/2016, & 3/15/Our equipment is also tested on a weekly basis through the phone lines and we received weekly tests while in the possession of our customerDetailed in the terms and conditions of our Service Agreement, that was signed and agreed to by our customer on 2/5/2016, upon cancellation of services, our equipment must be returned in as good condition as when receivedUpon return of the equipment a non-removable button was not attached to the unit as it was when sentThis is a vital button used in the programming process of the equipment that must take place prior to the shipment of the deviceAt this time the account has been closed and a bill was sent for the damaged equipment that will stand Thank you, Bay Alarm Medical

This company has very poor customer serviceThe first monitor was defective so we got another one which was also defectiveThe second one responded to my elderly mother in the middle of the night and traumatized her to the point of hospitalizationThey did nothing to make this right

Hi [redacted] , we are so sorry regarding our clerical error with your mother’s account and we would like to thank you for bringing it to our attentionWe assure you that we have updated our records and you should no longer receive any notices from [redacted] If any notices have slipped through the cracks following 3/12/until now, please go ahead and disregard themThank you again for bring this to our attention and allowing us to resolve this for youFeel free to contact Revdex.com or our office at [redacted] if you have any further questions or concernsWe are here Monday through Friday, 8AM to 5PM Pacific Time Sincerely, [redacted]

Thank you for giving Bay Alarm Medical the opportunity to address your concernsWe offer many different auto-renewing payment options at the time of order: monthly, quarterly, semi-annually, and annuallyCustomers select the payment options that fit their needsCustomers get days starting on the date the equipment is delivered to try out the service and see if it works for themWe do offer a full refund for the monitoring service if the equipment is returned to us within the day trial periodThere is no refund after the day trial periodAll plans automatically renew at the end of the term unless the equipment is returned to us by the renewal dateThis is detailed in the service agreement that was signed and returned to us by our customer on 1/30/ We do see that contact was made with us on 8/29/to inquire about our cancellation processAt that time all information was given on how to proceed with cancellation of the account prior to the next billing dateA hard copy of this information was also provided via standard mail and sent via email As a courtesy to our customers who are no longer in need of the service, but might still be in the middle of their service term, we also offer the option to transfer service to another family member or friend without additional transfer feesWe are willing to return the equipment so that the remaining service can be utilized by our customerSimply give us a call at [redacted] and we can help set this up Thank you, Bay Alarm Medical

Initial Business Response / [redacted] (1000, 5, 2014/07/09) */ Bay Alarm Medical offers different styles of automatic payment plansThis is detailed on our websiteCustomers can pay month to month, every months, or once per yearThe longer the payment plan, the less expensive each month becomesOur customer may cancel at any timeThere will be no further charges to the account once the equipment is returned back to usPlease note that no refunds or pro-rations are issued after the initial day trial periodAll payment plans auto renew at the end of their term unless the medical equipment is returned prior to the next bill dateThese details are also stated under Section in the signed Service Agreement that was mailed back to us by our customer Our customer originally signed up for the auto-renewing monthly payment plan on 5/27/To cancel the service and avoid any further charges, customer simply needs to return the equipment to our facility on or before 7/27/If our customer would like the service cancelled without the return of the equipment, this can be done in writing with your signaturePlease keep in mind that there is a $fee for any unreturned medical alert units Thank you Customer Accounts Bay Alarm Medical [redacted] Concord CA XXXXX General XXX-XXX-XXXX Fax XXX-XXX-XXXX

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI appreciate the quick action to resolve this complaintI thank you and the company.Sincerely, [redacted]

We thank you for your feedbackAt this time we stand by our initial correspondence regarding all terms and conditions of our services Thank you, Bay Alarm Medical

Initial Business Response / [redacted] (1000, 5, 2015/05/29) */ Thank you for bringing this issue to our attentionWe apologize for any inconvenience this has causedWe did some further investigation regarding the damage to the equipment and found that the device was definitely tampered with before making it to our facilityIf customer suspects any foul play during shipping, we kindly request that she contact the shipping company to file a claim We do confirm that the equipment was returned within the 14-day trial periodBecause our customer purchased a warranty at time of order, that covers the equipment replacement feeWe apologize for the oversight on our partOur customer is entitled to a refund in the amount of $146.75, which is the total amount paid, less warranty and shipping costsThis will be processed to our customer's credit card on 5/29/and may take up to business days to post with the credit institution If our customer would like an itemized description of the refund or has any further questions or concerns, please do not hesitate to contact us at X-XXX-XXX-XXXX Thank you for helping us get this resolved Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the refund offer as we purchased the warrantyThank you for intervening in this matter

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Thank you for providing your feedback and allowing us to look further into the accountAs there are no upfront equipment fees charged to our customers, in order to cancel an account, the Medical Alert equipment is required to be returnedA tracking number would be required for cancellations, but the purpose of it is to assist our customers with the cancellation process as anything can happen with the shipment of itemsThis is detailed in the service agreement that was signed and returned to us by our customer on 4/21/We received notification via email on 6/14/that information was requested for how to cancel servicesIn response an email was sent and written correspondence were sent to our customer outlining our terms for the cancellation process which included the request for a tracking number with the return shipment At this time, the lack of returned equipment will result in an equipment fee due to the equipment not being returned for cancellationThis fee is not the result of a lack of tracking informationWe will be glad to assist you in getting the account closed for the time being with a written request from our customer, but the fee for lack of returned equipment will standWe would recommend filing a claim with the shipping company used as they should be held responsible for the loss of your shipped package and can possibly assist in covering the cost of the lossThe original receipt of purchase when shipping or the tracking number the company provided would help you with your claim to prove your purchase of shipment through the chosen shipping companyTo better assist you, please give our Customer Service line a call at [redacted] Thank you, Bay Alarm Medical

Initial Business Response / [redacted] (4000, 8, 2014/09/08) */ Thank you for your correspondenceCustomer has decided to keep the svc until the next renewal periodPlease contact us if you have any further questions or concerns Initial Consumer Rebuttal / [redacted] (2000, 10, 2014/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Apparently we do not have a choiceWe will change companies in May of

Complaint: [redacted] I am rejecting this responseI appreciate [redacted] effortsI am done dealing with Bay AlarmI hope they provide better customer service to their other customersSincerely, [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/02/20) */ 2-13- Sent via email: Bay Alarm Medical offers different styles of paymentThis is detailed on our websiteCustomers can pay month to month, every months, or once per yearThe longer the payment plan, the less expensive each month becomesCustomers may cancel at any timeThere will be no further charges to the account once the equipment is returned back to usPlease note that if a customer chooses to purchase an Annual or Quarterly plan, no refunds or pro-rations are issued after the initial day trial periodAll payment plans auto renew at the end of their term unless the medical equipment is returned prior to the next bill date We take our dispatch procedures extremely seriously and need to know if a proper procedure has not been followedAfter receiving notification from our customer that we may not have followed protocol, we immediately researched the alarm event that took place on 1/24/We were able to confirm that we followed protocol set in place by our customer and provided the proper access instructions for the residence to the emergency dispatcher Thank you Customer Accounts Bay Alarm Medical Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They cheated a yr old women out of money she needs because they kept bugging her to pay in advance I would be interested in how many people they bilk out of money what a business preying on Los people who can't defend themselves SHAME ON YOU BAY ALARM Final Business Response / [redacted] (4000, 14, 2015/02/27) */ 2-26- Sent via email: The payment plan is entirely up to the customer at the time of purchase and it is not in our practice to persuade or coerce a buyer into a longer planWe stand by our initial correspondence Thank you Customer Service Bay Alarm Medical Final Consumer Response / [redacted] (4200, 16, 2015/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company is praying on the elderly with unethical business practices and refuses to help those who are the most vulnerable D NOT SUPPORT A COMPANY THAT GOES OUT OF THEIR WAY TO CHEAT SENIORS!!

Initial Business Response / [redacted] (1000, 5, 2014/04/16) */ Bay Alarm Medical offers three different auto-renewing payment options at time of order: monthly, quarterly, and annuallyCustomers select the payment options that fit their needsThe longer the payment term the customer selects, the higher the monthly discount isWe do offer a full refund for the monitoring service if the equipment is returned to us within the day trial periodThere is no refund after the day trial periodThis is detailed in the service agreement that was signed and returned to us by our customer on July 31, Our customer opted for the auto-renewing annual payment term for the largest discountHer term renews yearly on July 21stIn order to expedite our customer's cancel request, we simply need the medical alert unit to be returned to us by the next renewal date of July 21, This will avoid any recurring charges/billing If equipment is not returned and there is a past due amount on the account, a final invoice will be mailed out to the address we have on file Thank you

If you have any concerns regarding the possible damage of the equipment from the shipping company that you chose, we encourage you to file a damaged claim with themYou may be reimbursed for the fee being charged to youAs previously stated the cellular network is provided by the AT&T 2G-3G services and may change at any given timeAs stated in our Service Agreement, these changes are beyond our controlOur automated dialing system made multiple attempts to notify the customer and emergency contacts that they needed to perform a test and call Customer Service for assistance Thank you, Bay Alarm Medical

Thank you for bringing this matter to our attentionSo that we can discuss the billing details on this account, we will need a financial Power of Attorney In order to stop the monitoring and charges, we do need the equipment returned to usIf you are currently unable to mail the equipment back, you have the option to pay the refundable equipment feeOnce you are able to send the equipment back in re-usable condition, the charge will be returned to you Feel free to contact our Customer Service Department at [redacted] to assist with taking care of thisWe are available Monday through Friday, 8AM to 5PM Pacific Thank you again

Bay Alarm Medical offers many different auto-renewing payment options at time of order: monthly, quarterly, semi-annually, and annuallyCustomers select the payment options that fit their needsCustomers get days starting on the date the equipment is delivered to try out the service and see if it works for themWe do offer a full refund for the monitoring service if the equipment is returned to us within the day trial periodThere is no refund after the day trial periodAll plans automatically renew at the end of the term unless the equipment is returned to us by the renewal dateThis is detailed in the service agreement that was signed and returned to us by our customer on 3/29/ We can confirm that the account was cancelled on 7/21/Any monitoring service charges billed prior to that date are valid We do show that the Power of Attorney documentation has been received; feel free to contact our office at [redacted] if you have any further questions or concernsWe are here Monday through Friday, 8AM to 5PM Pacific Time Thank you Bay Alarm Medical

We thank you for your feedback and bringing this matter to our attentionWe do offer a full refund for the monitoring service if the equipment is returned to us within the day trial periodThere is no refund after the day trial periodAll plans automatically renew at the end of the term unless the equipment is returned to us by the renewal dateThis is detailed in the service agreement that was signed and returned to us by our customer on 1/29/At this time we have reviewed the account are willing to make an adjustment to the billing as the requested documentation was submittedWe will proceed in issuing a prorated refund based on the time that the account was cancelled and no longer considered activeThe cancellation date coincides with the date that our equipment was returned to us to close the accountThank you again for bringing this to our attention and allowing us to resolve this for youFeel free to contact Revdex.com or our office at [redacted] if you have any further questions or concernsWe are here Monday through Friday, 8AM to 5PM Pacific Time Sincerely, Bay Alarm Medical