Bay Alarm Medical

Initial Business Response /* (1000, 5, 2015/05/27) */
Bay Alarm Medical offers 3 different styles of payment. This is detailed on our website. At the time our customer purchased service in 2013, we had payment plans that ranged from month to month, to every 3 months, to once per year. The...

longer the payment plan, the less expensive each month becomes. Customers may cancel at any time. There will be no further charges to the account once the equipment is returned back to us. Please note that if a customer chooses to purchase an Annual or Quarterly plan, no refunds or pro-rations are issued after the initial 14 day trial period. All payment plans auto renew at the end of their term unless the medical equipment is returned prior to the next bill date. Equipment is loaned out to our customer at no charge. The only requirement is that it is returned to our facility in working condition, once our customer no longer needs the service, in order to avoid the equipment fee. These details are listed in the signed Service Agreement that our customer returned to us on 2/26/2013, agreeing to the terms.
Our records indicate that we spoke to Ms. [redacted]'s son about cancelling the service and would need the equipment returned in order to do so. We mailed letters on a number of occasions, notifying our customer to plug the unit in correctly, of the past due balance, and of the cancellation procedures. Our messages returned no response from our customer. Customer was eventually cancelled for non-payment. The final amount due is payable immediately. We can remove the equipment fee if it is returned to our facility in working condition.
Thank you.

Initial Business Response /* (1000, 5, 2014/07/08) */
Bay Alarm Medical offers 3 different styles of payment. This is detailed on our website. Customers can pay month to month, every 3 months, or once per year. The longer the payment plan, the less expensive each month becomes. Our customer...

may cancel at any time. There will be no further charges to the account once the equipment is returned back to us. Please note that if a customer chooses to purchase an Annual or Quarterly plan, no refunds or pro-rations are issued after the initial 14 day trial period. All payment plans auto renew at the end of their term unless the medical equipment is returned prior to the next bill date. These details are also stated under Section 6 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 5/9/2013. The service plan renewed on 5/9/2014. We received a call on 6/5/2014 from our customer inquiring about cancel procedures which was after the service 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 fees. Simply give us a call and we can help set this up. Thank you.
[redacted]
Bay Alarm Medical
[redacted] Concord CA XXXXX
Direct XXX-XXX-XXXX
General XXX-XXX-XXXX Fax XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2014/07/10) */
I don't think we will get anywhere with this company. When I first called, the gentleman told me to send alarm back and that my account would be credited in a couple of days. You can close the case because just don't think they will do the right thing. Thank you for your help.

Thank you for bringing this matter to our attention and allowing Bay Alarm Medical the opportunity to address your concerns. After looking into the account we have confirmed that our equipment was sent to Mrs. [redacted] in proper operating condition; this was confirmed by successful internal testing...

with our technicians on 5/31/2016 prior to the equipment being shipped. Detailed in the terms and conditions of our Service Agreement, that was signed and agreed to by our customer on 6/3/2016, upon cancellation of services, our equipment must be returned in as good condition as when received. Upon return of the equipment a non-removable button was not attached to the unit as it was when sent. This is a vital button used in the programming process of the equipment that must take place prior to the shipment of the device. In light of this additional information provided, we believe that the unit may have damaged in transit. We typically would advise you to follow up with the shipping agency to submit a claim for damages. As a courtesy, we are going to remove the equipment fee from the account so there won’t be anything further you will need to do. Thank you again for allowing us to resolve this for you. Feel free to contact Revdex.com or our office at [redacted] if you have any further questions or concerns. We are here Monday through Friday, 8AM to 5PM Pacific Time.
 
Sincerely, Bay Alarm Medical

Bay Alarm Medical offers many different auto-renewing payment options at time of order: monthly, quarterly, semi-annually, and annually. Customers select the payment options that fit their needs. Customers get 14 days starting on the date the equipment is delivered to try out the service and see if it works for them. We do offer a full refund for the monitoring service if the equipment is returned to us within the 14 day trial period. There is no refund after the 14 day trial period. All plans automatically renew at the end of the term unless the equipment is returned to us by the renewal date. This is detailed in the service agreement that was signed and returned to us by our customer on 3/29/2016.
We can confirm that the account was cancelled on 7/21/2016. 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 concerns. We are here Monday through Friday, 8AM to 5PM Pacific Time.
 
Thank you
 Bay Alarm Medical

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 me. I appreciate the quick action to resolve this complaint. I thank you and the company.Sincerely, [redacted]

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

Initial Business Response /* (1000, 8, 2015/12/09) */
Bay Alarm Medical offers 3 different styles of payment. This is detailed on our website. Customers can pay month to month, every 3 months, or every 6 months. The longer the payment plan, the less expensive each month becomes. Customers may...

cancel at any time. There will be no further charges to the account once the equipment is returned back to us. Please note that if a customer chooses to purchase a Semi-Annual or Quarter plan, no refunds or pro-rations are issued after the initial 14 day trial period. All payment plans auto renew at the end of their term unless the medical equipment is returned prior to the next bill date.

Initial Business Response /* (1000, 5, 2015/03/03) */
3-3-15
Sent via email:
Thank you for notifying us of this. We would like to get to the bottom of this immediately but will need your assistance. Can 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 you. We appreciate your response.
Customer Service
Bay Alarm Medical
Initial Consumer Rebuttal /* (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, 2014.
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 /* (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 month. We 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 12/29/2014.
We apologize for the the unit missing the test timer on our end. A refund of $71.85 will be refunded to the credit card that was charged today 3/19/2015. Please allow up to 2 business days for it to post.
We again, apologize for not notifying you of the missed test timer. If you have any further questions or concerns, please call us at X-XXX-XXX-XXXX. Thank you.
Final Consumer Response /* (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 2013. Because of this unit not working, she was laying on the floor for 24 hours, possibly causing her death. We also wish you to put better systems in place to monitor these machines to prevent other deaths.

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

Hello,
 
I do see that the account has been closed, the equipment has been received, and a refund was issued on 4/15/18.

Initial Business Response /* (1000, 8, 2014/09/26) */
Bay Alarm Medical offers 3 different styles of payment. This is detailed on our website. Customers can pay month to month, every 3 months, or once per year. The longer the payment plan, the less expensive each month becomes. Our customer...

may cancel at any time. There will be no further charges to the account once the equipment is returned back to us. Please note that if a customer chooses to purchase an Annual or Quarterly plan, no refunds or pro-rations are issued after the initial 14 day trial period. All payment plans auto renew at the end of their term unless the medical equipment is returned prior to the next bill date. These details are also stated under Section 6 in the signed Service Agreement that our customer mailed back to us on 7/10/2012.
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 date. We 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 fees. Simply give us a call at XXX-XXX-XXXX and we can help set this up. Thank you.
[redacted]
Bay Alarm Medical
Initial Consumer Rebuttal /* (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, 2014 stating that my credit card information no longer valid because my card had expired and to please send them an updated credit card. I then called to cancel this service well in advance before the service was to renew. The Bay alarm medical representive I spoke with on the phone (I believe her name was [redacted]) 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, 2014. I notified the company of my desire to cancel this service and the failure was completely and wholey on their part. They were negligent in all aspects of canceling this service. They 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 processed. When I saw the charge on my bank statement, I was irrate that they charged me for a service that was canceled well in advance. When 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 system. I want a full refund of the amount that was unjustly charged for services that were canceled. I have held up my end of the bargain and done all that was asked of me. They neglected to send me a cancelation letter or provide me with any information to cancel these services. I can not believe that a company like this is allowed to continue operating. I 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 /* (4000, 17, 2014/11/06) */
11-5-14
Sent via email.
We show that the information we provided to customer regarding the account was true and correct. We stand by our previous response. Thank you.
Customer Accounts
Bay Alarm Medical

Initial Business Response /* (1000, 5, 2014/04/16) */
Bay Alarm Medical offers three different auto-renewing payment options at time of order: monthly, quarterly, and annually. Customers select the payment options that fit their needs. The longer the payment term the customer selects, the...

higher the monthly discount is. We do offer a full refund for the monitoring service if the equipment is returned to us within the 14 day trial period. There is no refund after the 14 day trial period. This is detailed in the service agreement that was signed and returned to us by our customer on July 31, 2012.
Our customer opted for the auto-renewing annual payment term for the largest discount. Her term renews yearly on July 21st. In 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, 2014. 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.

Initial Business Response /* (1000, 8, 2015/01/05) */
12-23-14
Sent via email:
Bay Alarm Medical offers 3 different styles of payment. This is detailed on our website. Customers can pay month to month, every 3 months, or once per year. The longer the payment plan, the less expensive each...

month becomes. Our customer may cancel at any time. There will be no further charges to the account once the equipment is returned back to us. Please note that if a customer chooses to purchase an Annual or Quarterly plan, no refunds or pro-rations are issued after the initial 14 day trial period. All 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 resolution. Thank you.
Customer Accounts
Bay Alarm Medical
Initial Consumer Rebuttal /* (3000, 10, 2015/01/06) */
1-6-15
Sent via email:
Thank you. I did not receive a refund. The company is claiming that they sent a check, but it was not received. Furthermore, the company representatives were rude to my mother and were not able to get the product working. She called to cancel in September due to the fact that she could not get the product to work. She is elderly and frail. It 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 them. Their support staff is not trained to deal with the elderly. This product is falsely represented and is predatory.
Any assistance you can provide is greatly appreciated.
Best regards,
[redacted]
Final Business Response /* (4000, 14, 2015/01/13) */
1-13-15
Corrected response sent via email:
A refund check was mailed out on Friday, January 9, 2015. Please let us know if the check is not received within 7 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 unit. We did receive a call on 9/17/2014 from Ms. [redacted] stating that the service was ordered for her by a loved one even though she did not wish to have it. We attempted to troubleshoot with Ms. LaFleur but she was not sure which type of phone service she had. She 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 8/5/2014 and was advised that there are refunds for unused portions after the initial 14 day trial period.
We stand by our initial resolution.

Complaint: [redacted]I am rejecting this response because: signed the agreement??? I did not sign anything! Your business is a rip off and shame on you (I would like to use a lot of other words) for stealing money from people who can least afford it. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/06/12) */
Bay Alarm Medical offers 3 different styles of payment. This is detailed on our website. Customers can pay month to month, every 3 months, or once per year. The longer the payment plan, the less expensive each month becomes. Our customer...

may cancel at any time. There will be no further charges to the account once the equipment is returned back to us. Please note that if a customer chooses to purchase an Annual or Quarterly plan, no refunds or pro-rations are issued after the initial 14 day trial period. All payment plans auto renew at the end of their term unless the medical equipment is returned prior to the next bill date. These details are also stated under Section 6 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 12/21/2012. The service plan renewed on 12/21/2013. We received a call on 6/27/2013 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 12/21/2013. The equipment was not returned until after that date.
The debt has been referred outside our company as of 4/9/2014. We kindly request that Mr. [redacted] contact and work with the collections agency to resolve the debt. If 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 12/21/2013.
Thank you.

Customer Accounts
Bay Alarm Medical
[redacted] CA XXXXX
General XXX-XXX-XXXX Fax XXX-XXX-XXXX

Complaint: [redacted]I am rejecting this response because:your company is stealing our money!
Sincerely,[redacted]

We thank you for your feedback and bringing this matter to our attention. We do offer a full refund for the monitoring service if the equipment is returned to us within the 14 day trial period. There is no refund after the 14 day trial period. All plans automatically renew at the end of the term...

unless the equipment is returned to us by the renewal date. This is detailed in the service agreement that was signed and returned to us by our customer on 1/29/2013. At this time we have reviewed the account are willing to make an adjustment to the billing as the requested documentation was submitted. We will proceed in issuing a prorated refund based on the time that the account was cancelled and no longer considered active. The cancellation date coincides with the date that our equipment was returned to us to close the account. Thank you again for bringing this to our attention and allowing us to resolve this for you. Feel free to contact Revdex.com or our office at [redacted] if you have any further questions or concerns. We are here Monday through Friday, 8AM to 5PM Pacific Time.
 
Sincerely, Bay Alarm Medical

Bay Alarm Medical offers many different auto-renewing payment options at time of order: monthly, quarterly, semi-annually, and annually. Customers select the payment options that fit their needs. Customers get 14 days starting on the date the equipment is delivered to try out the service and see if it works for them. We do offer a full refund for the monitoring service if the equipment is returned to us within the 14 day trial period. There is no refund after the 14 day trial period. All plans automatically renew at the end of the term unless the equipment is returned to us by the renewal date. This is detailed in the service agreement that was signed and returned to us by our customer on 3/29/2016.
We can confirm that the account was cancelled on 7/21/2016. 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 concerns. We are here Monday through Friday, 8AM to 5PM Pacific Time.
 
Thank you
 
Bay Alarm Medical

Initial Business Response /* (1000, 5, 2014/07/31) */
Bay Alarm Medical offers 3 different styles of payment. This is detailed on our website. Customers can pay month to month, every 3 months, or once per year. The longer the payment plan, the less expensive each month becomes. Our customer...

may cancel at any time. There will be no further charges to the account once the equipment is returned back to us. Please note that if a customer chooses to purchase an Annual or Quarterly plan, no refunds or pro-rations are issued after the initial 14 day trial period. All payment plans auto renew at the end of their term unless the medical equipment is returned prior to the next bill date. These details are also stated under Section 6 in the signed Service Agreement that our customer mailed back to us on 7/19/2012.
However, taking into consideration the circumstances, we would like to work with the Mr. [redacted] to come to a refund agreement. We kindly request that Mr. [redacted] give our Billing Department a call to come to a resolution. We can be reached at X-XXX-XXX-XXXX and are available Monday through Friday, 8AM to 5PM Pacific Time. If Mr. [redacted] prefers, we can contact him. Simply provide the best contact phone number and time to call during our business hours. Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2014/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have reached an agreement on the refunded amount.

Initial Business Response /* (1000, 5, 2014/05/13) */
Bay Alarm Medical offers three different auto-renewing payment options at time of order: monthly, quarterly, and annually. Customers select the payment options that fit their needs. The longer the payment term the customer selects, the...

higher the monthly discount is. We do offer a full refund for the monitoring service if the equipment is returned to us within the 14 day trial period. There is no refund after the 14 day trial period. This is detailed in the service agreement that was signed and returned to us by our customer on January 30, 2013.
Our customer opted for the auto-renewing annual payment term for the largest discount. The term renews yearly on November 22. In order to avoid service renewal, the medical alert unit would have needed to be returned on or before that date. If customer can provide tracking information that indicates the equipment was delivered to our warehouse by November 22, 2013, we can issue a refund of $239.40.
Thank you.
Customer Accounts
Bay Alarm Medical
[redacted] Dr [redacted] {PIPE} [redacted] {PIPE} ** {PIPE} XXXXX
General XXX-XXX-XXXX {PIPE} Fax XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cancelled this before the renewal date - returned the equipment as soon as the holidays were over. I am not unreasonable - they can keep one or two months, but to keep the entire year is wrong. It is like stealing money from working people. they did not explain that they would keep the entire year if we cancelled, if they did I never would have used them in the first place.
Final Business Response /* (4000, 9, 2014/05/28) */
Though this is not standard procedure, we may offer to change you from the discounted annual price plan of $239.40 to the monthly price plan of $27.95, commencing on the original service start date of 11/22/2012. A refund of $115.45 may be issued if customer accepts.
Thank you.
Customer Accounts
Bay Alarm Medical
[redacted] {PIPE} Concord {PIPE} CA {PIPE} XXXXX
General XXX-XXX-XXXX {PIPE} Fax XXX-XXX-XXXX

Please visit us on the web at www.bayalarmmedical.com!
Final Consumer Response /* (2000, 11, 2014/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though I do not agree with the resolution because the year has already passed, and we are speaking of the second year - I will accept getting some money back. However, if anyone every asks me about Bay Alarm Medical my response will not be positive, because I still believe they stole my money. And according to the agreement the cost was $19.95 a month, not $27.95 a month.