Bay Alarm Medical

Initial Business Response / [redacted] (1000, 8, 2015/01/05) */ 12-23- 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 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 date Though we do not normally issue a refund when a customer cancels in the middle of their term, we did make an exception for Ms [redacted] by offering a prorated refund We stand by our resolutionThank you Customer Accounts Bay Alarm Medical Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/01/06) */ 1-6- Sent via email: Thank youI did not receive a refundThe company is claiming that they sent a check, but it was not receivedFurthermore, the company representatives were rude to my mother and were not able to get the product workingShe called to cancel in September due to the fact that she could not get the product to workShe is elderly and frailIt therefore, took her some time to return the equipment This company is marketing a product to the elderly and do not have the resources to properly assist themTheir support staff is not trained to deal with the elderlyThis product is falsely represented and is predatory Any assistance you can provide is greatly appreciated Best regards, [redacted] Final Business Response / [redacted] (4000, 14, 2015/01/13) */ 1-13- Corrected response sent via email: A refund check was mailed out on Friday, January 9, Please let us know if the check is not received within business days so that we may initiate a stop-payment and re-issue a new refund check We do not show any record of Ms [redacted] calling in to get assistance to trouble shoot the unitWe did receive a call on 9/17/from Ms [redacted] stating that the service was ordered for her by a loved one even though she did not wish to have itWe attempted to troubleshoot with MsLaFleur but she was not sure which type of phone service she hadShe advised she would have her son call back to assist but we never received a call back We show record that daughter [redacted] called in on 8/5/and was advised that there are refunds for unused portions after the initial day trial period We stand by our initial resolution

Initial Business Response / [redacted] (1000, 5, 2014/06/12) */ 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 was mailed back to us by our customer Our customer originally signed up for the auto-renewing Annual payment plan on 12/21/The service plan renewed on 12/21/We received a call on 6/27/from the son of our customer inquiring about cancel procedures and we instructed him to send the equipment back prior to the renewal date of 12/21/The equipment was not returned until after that date The debt has been referred outside our company as of 4/9/We kindly request that Mr [redacted] contact and work with the collections agency to resolve the debtIf customer is disputing the return date, we kindly request that our customer provide the tracking information so that we can determine if the equipment was delivered to our facility by 12/21/ Thank you Customer Accounts Bay Alarm Medical [redacted] CA XXXXX General XXX-XXX-XXXX Fax XXX-XXX-XXXX

Hello, I do see that the account has been closed, the equipment has been received, and a refund was issued on 4/15/

During any current term of our monitoring services, an account may be cancelled for any reason without penalty or fee. The length of the renewal term is based on the customer's choice and once the renewal takes place, we do not refund for unused time. All plans automatically renew at the end of the term unless the equipment is returned to us by the renewal date. Thank you, Bay Alarm Medical

Initial Business Response / [redacted] (1000, 5, 2015/01/21) */ 1-21- 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 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 10/20/ Upon researching the details on our customer Mr***'s account, we can confirm that we sent him a reminder notice for the renewal prior to his 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 Customer Accounts Bay Alarm Medical Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) It seems that they are unwilling to work with us to resolve this issue they just want a full years paymentBased on what I'm seeing from other customer's this seems to be am ongoing problem for other's as wellWe are willing to pay for month of the service as we returned the product and they acknowledged receiving it, but NOT a full year, that would be robbery! Final Business Response / [redacted] (4000, 14, 2015/02/24) */ We no longer have this accountIt has gone to an outside collection agencyPlease contact the agency to resolve the matterThank you Final Consumer Response / [redacted] (4200, 16, 2015/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) How nice that you were so willing to work with meYou sent me to collection before this issue was even heard out You are a company I would NEVER EVER recommend to anyone! Looking for a dollar ANYWAY you can get it!

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ This matter has already been handled internally with the customerThank you

Complaint: [redacted] I am rejecting this response because: no contact was received until the bill was sent We received written notice in april that the device was not working I called and cancelled Rep directed me to mail box back I emailed a brother with the directions I did not know that the box was not mailed back until the bill came there was no notice between april and october whatsoever Had I received the legal notice I would have known that brother had forgot to mail it back and would have seen that it was taken care of I live in a different state than my mother (Georgia) and was helping her with her affairs Company knew that I intended that the box be mailed back My error does not absolve them from giving me the no less than days and no more than days notice that Illinois law requires to protect consumers from reoccurring automatic contract renewalsthis company has both an ethics problem and a problem following the law.I let the company know that mom was in a nursing home, and that she would not be renewing and that a brother would mail the box back as I live out of state Not only are they not truthful they were cold and uncaring as to my mothers welfare Sincerely, [redacted] ***

We do have a signed Service Agreement on file that agrees to all of our terms and conditions including billingCancellation information was sent via postal mail and email clearly stating the renewal date to cancel and avoid further billingWe stand by our original correspondence
Thank you, Bay Alarm Medical

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 10/2/2013.
We do see that contact was made regarding a move of our customer on 4/13/At 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. Disconnecting the unit does not cancel or suspend our monitoring services as they remain active until the equipment is returned to usMany of our customers continue using our services even when provided by senior living facilities based on the convenience and reliability of our productWe can always update the protocol on the account to tailor fit anyone who needs facility nurses or responders contacted as opposed to local emergency servicesFeel free to contact the Revdex.com or our office at *** if you have any further questions or concerns
Thank you, Bay Alarm Medical

Initial Business Response /* (1000, 8, 2014/09/24) */
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 12/4/
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 *** and we can help set this upThank you
Initial Consumer Rebuttal /* (3000, 10, 2014/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their policy penalizes someone who pays annually which is actually a benefit to them since they do not have to do monthly billingI would accept a reasonable charge of or months which would be more in line with monthly or quarterly payment plansI will not recommend this company due to their no refund policy even if the person who needed it diedThis is not a good customer policy especially since they are dealing with elderly, handicapped, or people with illnesses
Final Business Response /* (4000, 12, 2014/10/17) */
Our customers have the option to do the monthly, quarterly, or annual payment planThe payment option is entirely up to our customerThere is no penalty for cancelling early, but there is no refund after the day trial periodThis is covered in the service agreement
We stand by our initial responseThank you
Customer Accounts
Bay Alarm Medical
Final Consumer Response /* (4200, 14, 2014/10/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stand by my original complaintTheir no refund policy on an annual plan is not a good policyPoor customer satisfaction with their service

Initial Business Response /* (1000, 5, 2015/07/27) */
Bay Alarm Medical offers different styles of paymentThis is detailed on our websiteCustomers can pay monthly, quarterly, or annuallyThe longer the payment plan, the less expensive each month becomesOur customer may cancel at any time
There 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 Quarter plan, no refunds or pro-rations are issued after the initial day trial periodAll payment plans automatically 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 07/16/
Upon researching the activity on our customer's account, we can confirm that the service renewed on 06/27/We were notified of customer's intent to cancel after the renewal date
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
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's email to me dated 7/1/states that my next bill date was supposed to be 9/27/and that I needed to return the equipment by then in order to avoid further billingThe email went on to say that "your account is currently $past due" which infers that there was no outstanding balanceI have copies of theseMeanwhile, they had billed my credit card in the amount of $I find this to be a questionable practice that the representative to whom I spoke over the phone with on 7/1/(the day I called to cancel service) made no mention of any stipulations She just wanted the equipment mailed back with a tracking numberNor did she mention that my credit card had just been billedEven the cable company only billed for the time that I was in possession of their equipmentIt was proratedTo bill me for months of unused service is immoral and as I promised, I will be reporting this company to the *** State Department of Consumer Affairs so others may be warned of their billing practicesMeanwhile, I have a dispute under way through Discover Card
Final Business Response /* (4000, 9, 2015/08/03) */
Bay Alarm Medical offers different styles of paymentThis is detailed on our websiteCustomers can pay monthly, quarterly, or annuallyThe 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 Quarter plan, no refunds or pro-rations are issued after the initial day trial periodAll payment plans automatically 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 07/16/
Upon researching the activity on our customer's account, we can confirm that the service renewed on 06/27/We were notified of customer's intent to cancel after the renewal date
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
Final Consumer Response /* (4200, 11, 2015/08/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already responded to the Revdex.com's email to me regarding this case in an email dated 7/28/But I will give you the same responseBay Medical's response is unsatisfactoryWhen I called to cancel on 7/1/and asked questions about the procedure involving this process, the representative said that I would be getting an email from themI did get a response via email several minutes later stating that I had NO BALANCE and to avoid further charges I needed to return the equipment by 9/27/to avoid FURTHER chargesI returned the equipment and the representative said nothing about my Discover Card being charged on 6/27/So the representative was misleading as is their email dated 7/1/which states "your account is currently $ past due"As I stated in my previous email of 7/28/to the Revdex.com, even the cable and electric companies pro-rate bills for actual service providedMy dispute remains and is also being examined by Discover CardOf course all of these complaints I have read about Bay Alarm and on the Revdex.com's website and in reviews online do nothing to offer consumers a favorable opinion of the company's billing practices

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 *** to assist with taking care of thisWe are available Monday through Friday, 8AM to 5PM Pacific
Thank you again

Initial Business Response /* (1000, 5, 2014/09/10) */
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 date
After looking over the account details for our customer *** ***, we do not show that *** *** is an authorized person to discuss details on the accountTo ensure confidentiality, we will need to speak with the person who has Power of Attorney over Mr***'s affairsWe kindly request that *** provide paperwork showing she has the Power of Attorney so that we can help her come to a resolutionThank you
Customer Accounts
Bay Alarm Medical
*** *** ** Ste Concord CA XXXXX
Direct XXX-XXX-XXXX
General XXX-XXX-XXXX Fax XXX-XXX-XXXX
Final Business Response /* (4000, 13, 2014/10/21) */
This has been resolved with our customerA partial refund was renderedThank you
Customer Accounts
Bay Alarm Medical

Complaint: ***I am rejecting this response because: They cannot prove that the item was damagedI supposed to simply take their word for it
Thank you for all of your efforts, however.
Sincerely,*** ***

Hello *** *** * *** we thank you for submitting the above documentationWe see that the invoice that you provided was dated 2/1/Please disregard that notice as the fee has been removed from your account effective 2/15/on the date of our initial responseYour account is closed and
no final balance is due at this time.
Sincerely,
Bay Alarm Medical

My year old grandmother died of lung cancer on March 2, On 1/20/16, we had just renewed her Bay Alarm policy I called upon her death to see if they would be pro-rating her service and that we would immediately send the equipment backThey WOULD NOT prorate anything being that I paid for her entire year of service upfrontInstead, they choose to make money off dead people that they are not servicingAlmost months they made money off my deceased grandmother! Unreal! Be aware of their unethical policy prior to deciding how you will pay for their services, if you must go with themHowever, I recommend NOT going with a company that would do this to someone upon deathUnbelievable how downright MEAN their finance/billing department conducts itselfThey do NOT care and are clearly money-hungry to make money off dead people like they doIf you look through their reviews on other websites, I have seen others with very negative experiences with their finance department....so just be aware of this "little family run business." I am in the process of leaving reviews on multiple business review sites to make others aware Note: To validate, if the company or Revdex.com is reading this review, my grandmother's initials were D.Band her policy began 1/20/I was the one paying for the service

Complaint: ***I am rejecting this response because: I have no way of knowing if the equipment was damaged in the mail OR was opened inappropriately by Bay Alarm or damaged on siteAs for the AT7T problemI did call and I did reset the alarm, but NO ONE told me there was a problem with AT&T until the last call when she told me out was an AT&T problem and I should close the account
I have written letters to the company's owners twice and received no reply, but would like oneI also have researched this company and n those letters pointed out that it is common knowledge that they bill folks regardless of the situation i.edeath.
Furthermore without documentation of the damage, no one else will pay for anything, including me
My gratitude to Revdex.com for following though with this organization who seem to bully their older clients because they think they cam
Every good wish, -md
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/05/29) */
Bay Alarm Medical appreciates this matter being brought to our attentionWe apologize for any inconvenience this has caused
Our in-home monitoring devices are loaned out to our customers at no additional costThe only requirement
is that it is returned to us in undamaged, reusable condition once service is no longer needed, in order to avoid the equipment feeThis is detailed in the Service Agreement that was signed and returned to us by our customer on 2/26/
We did some further investigation regarding the damage to the equipment and found that the device was definitely tampered with before making it to our facility on 1/28/However, due to the delay in our returns process at that time, we will waive the equipment feeWe will be issuing a refund to our customer's credit card for $on 5/29/This may take up to business days to post with the credit institution
If our customer has any further questions or concerns, please do not hesitate to contact us at X-XXX-XXX-XXXX
Thank you for helping us resolve this
Initial Consumer Rebuttal /* (2000, 7, 2015/06/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It has been confirmed that the unit WAS NOT tampered with by the Customer
The unit was PACKED BY A UPS EMPLOYEE for return
If the unit had been taken apart, as shown in the emailed pictures, the UPS employee would not have packed it with loose screws and removed coverUPS definitely would not have insured the package as they didUPS WILL NOT PACK ITEMS AND INSURE THEM IF THEY ARE IN THAT CONDITION
If a component part is needed for another monitoring unit I suggest that it be obtained in an ethical manner
If more revenue is needed by your business, do it in a legal mannerDo not continue to CHARGE CUSTOMERS FRAUDULENTLY to bring in more money
If your company took or takes a component part from a Customer returned unit then charges the Customer a sum of money for that component part it is ILLEGAL and UNETHICAL
The Problem with your business may be in one or more of the following areas:
COMPANY WITH NO ETHICS and ENGAGING IN ILLEGAL ACTIVITIES
Not storing Customer returns in a locked and secure area to prevent tampering with or scavenging parts from Customer returns
Management or owners are not aware of what is going on in the businessThis will lead to the company receiving more complaints from the Revdex.com because of inattentive leadership
GET YOUR BUSINESS IN ORDER SO THIS TYPE OF ACTIVITY, TARGETING THE CUSTOMER, CEASES
Also, I received another statement in the mail today stating that my account balance was still in default for the fraudulent chargeCommunications between your billing and returns department needs to be improved

Initial Business Response /* (1000, 5, 2015/04/08) */
Thank you for bringing this matter to our attentionWe have investigated the payment history on the account and show that our customer ordered service at the discounted rate of $every quarter (months)Our customer had service
for a total of quarters which totaled $We verified the amounts paid on the account and confirm that we received payments of $each and one check payment of $The total amount paid on the account equals $which is the exact amount that was due for serviceIf there is any over-payment, please provide us with the details including the date and amount of the transaction and we can research and refund all over-payments in fullIf customer would like an itemized payment log, please call us at X-XXX-XXX-XXXX to request this
Thank you
Initial Consumer Rebuttal /* (2000, 7, 2015/04/13) */
4-13-
Sent via email:
Even though they repeatedly sent me messages that my credit card was invalid and requesting another credit card with which to charge me, I will allow this case to be closed but that does not make me happyI just want my complaint to be fair warning to anyone considering their service
I wish I had saved all their letters but, alas, I did notI never felt safe with their system after I learned how they conducted their businessThey will always fix things to be correct for their benefit
I really appreciate your Revdex.com looking into this for meThey never responded to me although they had sufficient time before lodging my complaintI knew from not hearing from them they would resolve it as they didThanks for your time and effort
*** D ***

Hello ***,
I am terribly sorry for the experience you had with us
I have reviewed your account and have sent out the cancellation information to your e-mail on file as well as to your billing address
We can stop all further billing as long as you are able to return all
equipment on or before the expiration of your day trial period which is 3/14/
If you have filed a chargeback with your bank you will need to reach out to our billing dept
Once the devices have been received and processed, your account will be cancelled and you will receive a full refund, please allow 3-business days to see the credit post to your account, and up to business days depending on your financial institution's policies and procedures for credits
I have requested that the warehouse send out return shipping labels for all the packages you have received
If you have any billing or cancellation inquiries, please reach out to our billing dept
Once again, we are very sorry for this experience