Bay Alarm Medical

Initial Business Response /* (4000, 8, 2014/09/08) */
Thank you for your correspondence. Customer has decided to keep the svc until the next renewal period. Please contact us if you have any further questions or concerns.
Initial Consumer Rebuttal /* (2000, 10, 2014/09/09)...

*/
(The consumer indicated he/she ACCEPTED the response from the business.)
Apparently we do not have a choice. We will change companies in May of 2015.

Initial Business Response /* (1000, 5, 2015/04/28) */
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 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.
Ms. [redacted] purchased the quarterly service on 12/22/2014. Our records indicate that the equipment was delivered on 12/30/2014, which would commence the 14 day trial period. The trial period ended on 1/13/2015.
We were notified on 1/31/2015 by Ms. [redacted] that customer intended to cancel. This was after the 14 day trial period expired. There is no refund due.
We offer the option to transfer the service to another loved one, if customer is in the middle of a service period. Please call us if this is something you would like to take advantage of.
Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This plan was purchased by phone from the hospital where my mother was receiving emergency care. I had no access to their website, nor was the trial period explained to me when I placed my order on the phone. I did not open the package to either note the trial period or to return it, as my mother's care demanded all my attention in a rehab facility. I did not know she would need to go to this facility when I placed the order & anticipated her returning to her home. She died suddenly. I returned it as soon as I was able, which was only about 2 weeks past their trail period. It was never opened & never used. This company has been very unresponsive and have never bothered to respond to my 2 letters.
Final Business Response /* (4000, 15, 2015/05/19) */
We researched the account further and do show that we shared email correspondence with our customer on 12/23/2014 and referenced the trial period at that time. There was no further correspondence from the customer after 12/23/2014 regarding cancellation.
We would like to work with the customer by offering a partial refund of $34.95. If customer accepts, please call our office at X-XXX-XXX-XXXX to have the partial refund processed.
Thank you.
Final Consumer Response /* (2000, 17, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although this offer is less than 1/3 of what I paid & requested to be refunded, I called their C. S. today & accepted, as based on the number of other complaints to Revdex.com on this company, I see little hope of it being satisfactorily resolved. They said they would mail the check to me today.

Initial Business Response /* (1000, 5, 2015/03/13) */
Thank you for bringing this matter up to us. We can certainly understand the frustration this has caused. After receiving your case, we reviewed the account and found some discrepancies from what your case was stating and what events are...

logged in the account for Ms. [redacted].
We show this order was placed online on 5/29/2014 by our customer, using an IP address located in [redacted], and we shipped it to the location that the order requested. We then received a call from son [redacted] on 6/7/2014 stating that the order was placed by his mother in [redacted] and she accidentally selected the delivery to go to [redacted] in Georgia. The tracking information on the unit shipped on 5/30/2014, device # 4GXXXXXX shows delivery confirmation in the [redacted] location but [redacted] stated the unit was missing. A loss claim was processed for the missing package through UPS.
We shipped out a second unit, device 4GXXXXXX, to replace the unit 4GXXXXXX that [redacted] stated as lost on 6/8/2014. There was a mix-up on our end and we shipped it out to the Georgia address again, this time by mistake and it was delivered to him on 6/16/2014, which prompted him to call us that same day to notify us. On 6/18/2014, we received the original lost unit back, device 4GXXXXXX. We were able to close the UPS loss claim.
Due to our mistake on the second shipment, we expedited a third unit 4GXXXXXX, to Ms. [redacted] in [redacted], on 6/16/2014. We mailed a return ship label to [redacted] in Georgia so that he could ship back to us the second delivery, unit 4GXXXXXX. To date, this unit is still outstanding.
On 2/26/2015, Ms. [redacted] called in to put in a cancellation request. Due to all the confusion on the account, we mailed her a return shipping label to return the unit. We received unit 4GXXXXXX back on 3/6/2015 and completed the cancellation request.
There is still an outstanding invoice for the second unit 4GXXXXXX and we are showing that the return label that we sent to [redacted] on 6/16/2014 still has not been used.
We deeply apologize for the shipping error on the second device and hope we can come to a resolution for you. As a courtesy for our customer, we can resend another shipping label to the Georgia address so that [redacted] may return unit 4GXXXXXX. Once the device is returned, we will promptly remove the equipment fee.
Initial Consumer Rebuttal /* (3000, 7, 2015/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never said that [redacted] ordered the product. I [redacted] ordered the product for my Grandmother [redacted] not my Mother. I never used the shipping label to return the product. I refused the shipment and wrote "return to sender." Also please provide valid proof I signed for the product.
Final Business Response /* (4000, 10, 2015/04/09) */
4-9-15
Sent via email:
UPS does not require signature at time of delivery to a residential address. Please refer to the tracking #'s we have provided:
Deliveries to customer: 1ZXXXXXYXXXXXXXXXX, 1ZXXXXXYXXXXXXXXXX, 1ZXXXXXYXXXXXXXXXX,
Returns to us: 1ZXXXXXYXXXXXXXXXX, 1ZXXXXXYXXXXXXXXXX
If a package was refused by receiver and was marked "Return to Sender" by UPS, the tracking # would show the final destination to our facility. It does not appear that any deliveries to the customer were routed back to our facility, per the UPS tracking information. If Mr. [redacted] can provide documented evidence of any packages being refused, that would help us in our investigation.
At this time, we stand by our initial correspondence. Thank you.
Customer Accounts
Bay Alarm Medical

Final Consumer Response /* (2000, 6, 2015/07/22) */
Hello [redacted]
Case Number XXXXXXXX
I was just contacted by Bay Alarm Medical regarding my complaint with the Revdex.com. The person who contacted me was the manager and she apologized for problem I had with Bay Alarm. She wanted the...

complaint resolved as much as I did, so she said if I amend my complaint she would return my $200.00. As soon as she sees its been amended she will immediately cut and mail me the refund.
Honestly she was very professional and apologetic to me and she offered her condolences to our family who just lost a loved one.
So if you would please update my complaint to "resolved" status and mention how professional this manager was and how eager she was to make things right I can return the money to the estate. The Bay Alarm manager's name is [redacted]
Thank you so much for accepting my word and processing the complaint. If you have any questions please don't hesitate to contact me.
Sincerely,
[redacted] Drive
[redacted] XXXXX
(XXX) XXX-XXXX

Initial Business Response /* (1000, 8, 2014/10/10) */
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. These details are also stated under Section 6 in the signed Service Agreement that our customer mailed back to us on 9/3/2013.
Our customer Mr. [redacted]'s service renewed on 8/28/2014 and was paid in full on the same date. The payment that incurred on 8/28/2014 was a valid charge for service. Mr. [redacted]'s daughter contacted us after the renewal date to advise they no longer wished to continue service. The letter that was generated after the cancel request reflects a zero balance because the account is paid in full.
As a courtesy to our customers who are no longer in need of the service but are 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.
Customer Accounts
Bay Alarm Medical
[redacted] Dr Ste [redacted] CA XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/01/21) */
1-21-15
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. These details are also stated under Section 6 in the signed Service Agreement that our customer mailed back to us on 10/20/2013.
Upon researching the details on our customer Mr. [redacted]'s account, we can confirm that we sent him a reminder notice for the renewal prior to his 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.
Customer Accounts
Bay Alarm Medical
Initial Consumer Rebuttal /* (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 payment. Based on what I'm seeing from other customer's this seems to be am ongoing problem for other's as well. We are willing to pay for 1 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 /* (4000, 14, 2015/02/24) */
We no longer have this account. It has gone to an outside collection agency. Please contact the agency to resolve the matter. Thank you.
Final Consumer Response /* (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 me. You 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 /* (1000, 5, 2014/05/28) */
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 March 6, 2013.
Our customer opted for the auto-renewing annual payment term for the largest discount. The term renews yearly on February 14. 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 February 14, 2014, we can put in a request with the collection agency to remove the balance due.
If customer would like to discuss payment options, please contact the collection agency.
Thank you.
Customer Accounts
Bay Alarm Medical
[redacted] CA XXXXX
General XXX-XXX-XXXX Fax XXX-XXX-XXXX

Please visit us on the web at www.bayalarmmedical.com
Initial Consumer Rebuttal /* (3000, 7, 2014/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never signed an agreement with them. I have requested a copy as proof two weeks ago and have received nothing.
I made an offer through the agency 2 1/2 weeks ago and they said that are still waiting to hear from Bay . Bay does not act in good faith or character and should be reported to a regulatory agency. Bay is not responding in a timely matter to inquiries made through the collection agency. In just a few days my 30 days to pay or have it reported to credit reporting agencies will pass. At that time I will be ready to sue in court.
Final Business Response /* (4000, 9, 2014/06/11) */
We do apologize for not getting a copy of your signed service agreement sent to you in a timely manner. One should be in the mail for you now. We will also be sending you a copy to the email address on file for the account.
After speaking with the collections agency, we were informed that you have settled the debt with them which is why they did not follow up with us. Thank you.
Customer Accounts
[redacted] CA XXXXX
General XXX-XXX-XXXX Fax XXX-XXX-XXXX