MedicAlert Foundation

Consumer states that he has received the items in question and is satisfied. He would like to close the matter as resolved.

When receiving the renewal order via our website the promo code that was offered was not entered or transferred to us therefore we cannot discount something that is not applied appropriately.  If the coupon or promo code is not on the order then the full amount is charged.  If the customer...

is having trouble using the promo code on our website she can call us to take advantage of the promotion instead of having her card charged the full amount and then waiting for us to refund her.  We have expedited her refund on our end on 9/6/17 to be processed by her financial institution.  We provide promotional codes for discounts but two years in a row it was not applied to her order when she processed it online.  MedicAlert’s Mission is to “Protect and Save Lives.”   We offer affordable discounts and promos to alleviate the costs for our members.  I have authorized a free stainless steel bracelet for your son and we have refunded the renewal and gave him one free year of Kid Smart membership.

After investigating and reviewing the notes on the account, customer may be experiencing issues with the engraving due to the sensitive nature of the medical condition, and that she shared that her wrists swell.  We would recommend getting a different product where the engraving is on the front...

of the ID rather than on the back of the ID.  We can exchange the product for one of our Easy Flex medical ID bracelets.  The bands come in purple, red, teal or black.  We are happy to accommodate this exchange for Ms. [redacted].

We will refund the renewal fees, however without a current membership, we cannot provide the benefits associated with membership. The refund will be processed today, however, it may take up to 72 hours to be reflected by the financial institution.Thank you.

I am rejecting this response because:I did enter promo code correctly AND the same exact thing happened last year.  I don't think think that I made the same mistake two years in a row.  Rather, I believe that this is a shady practice on the part of the MedicAlert Foundation,  in addition, they charge very high prices to their members, who are medically vulnerable, and their ID bracelets consistently break after 1 or 2 months of wear.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I no longer use their product anyways, so I do not need membership benefits. Thank you, [redacted]

Revdex.com:
I have resolved the issue. Please delete the complaint.

Ms. [redacted] selected her own engraving when placing the order through our website.  Customer called complaining that the data she  selected was not included on the engraving, however the information she claimed wanting engraved was added through the website one week after the order was...

placed.  The product had already been engraved and had shipped out 5 days prior to the new information being added to the file through the website.  We processed Ms. [redacted]’s product exactly as she had originally requested, no changes were made to the engraving by anyone in our office. While on the phone with Ms. [redacted], we did extend an offer to waive the shipping and handling fee if Ms. [redacted] wanted to purchase a new product with different engraving, she however declined.  We will honor an offer of free shipping and handling for the next 30 days, should Ms. [redacted] decide to order a new product.

Dear Ms. [redacted], We have placed a credit to your credit card on 7/29/2016.  I wanted to address a couple of concerns you raised, to make you aware that we did attempt to communicate the automatic renewal in advance.  On 6/15/2016  and again on 6/27/2016 we sent email reminders to...

the email address on file, however neither of these emails were opened.  They may have ended up in a junk folder depending upon how your emails are filtered.  Additionally, on June 1st a postcard reminder was also mailed to the address we have on file for your father.    We apologize that this message never reached you, but with good intentions we attempted to advise you that this billing would be taking place.

Review: I believe that MedicAlert is taking advantage of elderly customers. I was enticed to renew for two years by an offer to receive a silicone bracelet for $.59 on March 14. I followed what I believed to be the instructions for renewal, only to have my contract renewed without the silicone bracelet. I immediately wrote to Customer Service. I received an anonymous response only seven days later with instructions to call customer service. When I called customer service, I was told that the $.59 silicone bracelet would require a $7 shipping fee! For a lightweight, $.59 bracelet?! I came to realize that I no longer wished to do business with this company. I informed customer service that I wished to cancel my membership and receive a refund. I was then informed that I could not receive a refund. So let me summarize thus far. I was misled by a problematic advertisement, was not enabled to take advantage of the promised promotion, tricked essentially into renewing my membership, and then told that even with all of these faults of the company, my membership fee which does not even begin to take effect for months would not be refunded. I asked to speak with the supervisor of the customer representative. She refused.To add insult to injury, I was also informed by customer service that if I cancelled my membership without a refund and a call would be made to MedicAlert on my behalf, I would be charged $250!All this is part of a new advertising campaign by MedicAlert. My email has been bombarded by enticing advertisements which I believe is intended to prey on elderly customers, many of whom have purchased the MedicAlert products for their own safety.Desired Settlement: I would like to have my two year membership fee refunded.

Business

Response:

MedicAlert reached out to many members and offered an early renewal special in celebration of its 59th anniversary. The renewal fee is normally $50 per year, yet two years were offered for $59. It is true that on our website, if a customer purchased a minimum of $59 that we offered a silicone ID for $0.59, this fee for the product did NOT include Shipping and Handling and all customers who purchased the product, paid the S & H fee. Additionally this product was not fulfilled initially because it was not added to the shopping cart online. Mr. [redacted] was not denied the product for purchase, but chose not to purchase once he found out that there were S & H charges. We will refund the 2 year renewal fees paid by Mr. [redacted]. At the end of the current membership term 9/12/2015 if fees are unpaid for services and a call is received for MedicAlert to provide information on his behalf, there is a fee of $250. Again this charge is only for customers who choose not to pay for services but attempt to use them outside the membership coverage period. Mr. [redacted] should be aware that once the fees are reversed the special for Membership is no longer valid.

Review: I contacted MEDIC ALERT the past FRIDAY to CANCEL MY MEMBERSHIP. I also requested a refund PRORATED for balance of my member ship dues.I just renewed this, this past JUNE for 1year @50.00 per year.I told them I was living in Assisted Living and didn't need this service anymore.I am unable to go anywhere by myself. They informed me that they DIDN'T GIVE REFUNDS of any kind.I asked to speak to a supervisor but I was refused. I'M VERY UPSET WITH THESE PEOPLE. What can be done? I instructed them to terminate my membership as of RIGHT NOW.Desired Settlement: PRO RATED REFUND. For 7 months of unused member ship. From the original 50.00 I paid.

Business

Response:

We have been in contact together with Mr. [redacted] and explained the no-refund policy on a renewal he paid more than 5 months ago. We understand he is dissatisfied with the denied credit card request from a financial institution we partner with. They attempted to contact him to explain their denial process and terms and policies that are consistent with Federal Financial Regulations. We regret he chose to cancel his services together with us after more than 20 years and we would greatly appreciate the opportunity to merit his future support.

Consumer

Response:

I am rejecting this response because: THIS unacceptable. I' ve worked in RATAIL for over18 years and I was looking in MANAGEMENT for the last 8. You DON'T treat a customer that way. You try to find a common salutation. Which THEY ARE NOT. IT'S THERE POLICY AND THAT'S THE BEGINNING AND END OF IT. PERIOD. I' ve explained that I'm in Assisted LIVING and there is no longer any possibility of moving. So I don't need this service anymore. This past JUNE when I renewed it, I was hoping for different out come. But it won't happen that way. I will be letting my friends, neighbors, etc. KNOW HOW I HAVE BEEN TREATED. THANK YOU SINCERELY [redacted]

Review: I attempted to buy a Medic Alert Necklace. My grandmother was going to buy it. When I got to billing, it would not let me put a different name for the billing. If I purchased it (which I can't), it would not worth either because my name on my cards is different from the name on the account. My name has a suffix. They do not let you put suffices on the account.

I need this service because I have many health issues.I contacted customer service. They were not helpful. They insisted I put in a different name for the billing address. I told them repeatedly that there was no place for that. They repeated what they said before, and I told them again. They would not listen.Desired Settlement: I want to purchase a Medic Alert necklace. My grandmother wants to pay for it. Let me do this.

Business

Response:

We do not have any issues processing an order of this type, we can have an agent call Mr. [redacted] to complete the enrollment by phone. Is there a specific day and time that works best?

Consumer

Response:

I have resolved the issue. Please delete the complaint.

Review: I paid my yearly dues of $50 with a check sent March 5. Subsequently, they took an additional $50 from my credit card. When I called MedicAlert they said that they never received my check. I mailed a letter to them on March 23 with a copy of the cancelled check, proving they had received that payment. After two phone calls, an email and connecting online to a customer reporesentative, I still have not received a refund. In fact, they keep billing me for another $50. Yesterday I received a final notice from them saying that I had allowed my membership to lapse and could no longer access my account online. I feel that I have been treated very disrespectfully. In fact when I connected with a representative online, I was cut off in the middle of a question and not allowed to continue. They just said my time was up and cut me off. I have received no apology and no refund. I know sometimes a refund takes time, but they have made no attempt to communicate with me whatsoever and keep sending me bills. I hope that I never have a serious medical issue where doctors need information from them, if this is how they handle business.Desired Settlement: $50 refund.

Business

Response:

We sincerely regret the delay in processing this member’s refund. An invoice for the full refund was issued yesterday and the check will be mailed in the next 3 business days. The member has been notified of the resolve and a follow-up call will be made next week to confirm receipt of her check. We are grateful for the opportunity to serve her needs for over 10 years and hope we can continue to merit her support.

Review: I ordered a medical alert bracelet from MedicAlert and entered the proper engraving that I wanted on the bracelet and checked it several times to make sure that it fit in the area that is was supposed to fit in on the website. Once I was sure it would fit I submitted my order to MedicAlert. About a week later I received my bracelet from MedicAlert and I noticed a critical piece of information was missing from the engraving on the bracelet. I immediately called customer service to try and figure out what went wrong and they told me the only reason it wouldn't be on the bracelet is because it wouldn't fit on the bracelet. I informed the lady on the phone that its impossible because I checked it multiple times to make sure everything fit. I asked to speak to a supervisor after she wouldn't give me a refund and she told me a supervisor would call me the next day which the supervisor did not call. When the supervisor did call she informed me that there was no way that information could fit and I informed her I checked 10 times to make sure it fit before I submitted it and I asked for a refund or an exchange and she said no and that I would have to buy a whole new bracelet. If what I had submitted for engraving for some reason didn't fit they should have called me to figure something out.Desired Settlement: I would like to receive a refund for the MedicAlert bracelet since it isn't right and it wasn't my fault the engraving was missing.

Business

Response:

Ms. [redacted] selected her own engraving when placing the order through our website. Customer called complaining that the data she selected was not included on the engraving, however the information she claimed wanting engraved was added through the website one week after the order was placed. The product had already been engraved and had shipped out 5 days prior to the new information being added to the file through the website. We processed Ms. [redacted]’s product exactly as she had originally requested, no changes were made to the engraving by anyone in our office. While on the phone with Ms. [redacted], we did extend an offer to waive the shipping and handling fee if Ms. [redacted] wanted to purchase a new product with different engraving, she however declined. We will honor an offer of free shipping and handling for the next 30 days, should Ms. [redacted] decide to order a new product.

This company is disgusting. Our child was diagnosed with Type 1 diabetes and we received their brochure in the hospital. We let him pick out a bracelet which was $35, plus shipping and processing (which was another 12 bucks). The bracelet is a 50 cent Chinese piece of crap and the engraving was about as bad as I've ever seen. The engraving was crooked (literally like 10 degrees off) and of very poor quality. In fact, you cannot clearly read the word "Diabetes." I politely called and asked for a refund and they refused. They also refused to let me speak with a supervisor.

I find it completely disgusting that they would take advantage of families who are sick and in emotional distress. Please, please, please stay away from this company!

Publicpublished review 6/20/15

I am very unhappy with my experience with this company. When I made my initial purchase, I added exorbitant expedited processing so that it should have been processed on the next business day, and paid $12 for a Priority shipping that showed it only cost the company $5.95 (so I was defrauded over $6 on top of a ludicrous processing fee). This was on Friday so my request should have been processed on Monday. The following day I went into the hospital with several pulmonary emboli and needed to amend my bracelet, but there was no way to access my purchase to do this. There was no way to contact a representative. There was no way to cancel the order and remake it. I was given -NO- options to make a correction at all.

My disability advocate called first thing on the next business day and was told that it had already been mailed out, which preempted what the website said about next business day processing, and again gave me no opportunity to have made the necessary corrections I should have been able to.

I was therefore forced to purchase a new bracelet on the 23rd, and if that isn't bad enough, I've yet to receive it a month later! I live in the same state as this company and the fact that it's taken almost a month and they still haven't been able to get my bracelet to me, a fact which has kept me housebound, since it's not safe for me to go out in public with fainting spells and the various other serious medical conditions I have without some type of ID to inform people of my condition, is absolutely inexcusable.

I have contacted customer support online and was told a supervisor would contact me and none ever did. I've emailed the company three days in a row and haven't received a response.

I've been more than patient and I've received nothing but problems and poor service in return.

Review: I purchased a membership renewal on Sept 9, 2014, for myself ($50) and my child ($40) through their online website in separate transactions. The site did not produce a receipt in either order. I called Customer Service immediately as asked for a receipt to be emailed to me for BOTH purchases. I received an email with the receipt for my child's renewal and none for mine. I replied to the agent requesting the additional receipt. NO RESPONSE. I have called Customer Service yesterday and today and was told they are incapable of sending a receipt in any form, (email, fax or snail mail) as the receipt was generated by their system at time of purchase and mailed. I DID receive a (snail) mailed receipt and new ID card for my son's purchase, but NOTHING for my renewal. I asked to speak to management on both calls and was told they would give the message to them and the management staff would call back. I AM DEAF and use IP relay for phone calls. I have printed copies of the telephone conversations. I have copies of the emails on Sept 9. Since I use IP Relay which comes over the internet, the line does not ring through to me as a normal phone would. (My laptop doesn't ring). Callers must leave a message and then I call back on the computer. I have received no contact from any manager at Medic Alert. It should not take 3 phone calls, 3 emails, and 2 online chats to get a receipt for a purchase. I find this illegal. Customers have a right to a receipt. Please help me resolve this quickly. The receipt is needed for medical expense verification for my housing. Fifty dollars is a lot of money to me, I need that expense counted toward reducing my rent. I have until TUESDAY, the 28th to submit this expense.Desired Settlement: I need a receipt of my membership renewal ($50) on Sept 9, 2014, emailed to me ([redacted]) or FAXED to me [redacted] immediately. For your information my membership number is [redacted].

Business

Response:

We sincerely regret the delay in providing a receipt to our member. A receipt was emailed , and a phone message was left indicating that the receipt was emailed.

Review: August 2012 [redacted] daughter, [redacted] completed the application necessary to obtain a DNR bracelet for our Mom will be 86 years old in May and is a resident at the Assistant living facility in Lodi, WI. The application was sent to:

Medic Alert Foundation

2323 Colorado Ave.

Turlock, CA 95382

Phone: 800-432-5378

November 2012 Our Mom had still not received the DNR bracelet so we called Medic Alert to check on the status of the bracelet and they said they had no record of receiving the application. Another application was faxed to them and they said they would bill for the fee which they did and the fee was sent to them.

January 19, 2013 Our Mom received her bracelet.Paperwork from them showed bracelet was issued 1/14/13.

November 16,2013 Mom received a renewal notice/bill in the mail for her DNR bracelet. The renewal fee for 1 year is $50 and the 3 year renewal fee is $120. The renewal date was 12/19/13. I read over the information we had received from Medic alert and no where did it say that a renewal fee was required. Mom had paid the $50 fee once she had received the bracelet and she was billed so the bracelet was hers. I couldn't figure out why a renewal fee was due.

November 18, 2013 I called and spoke to Kendra regarding the renewal notice that Mom had received. Kendra said the renewal fee for Wisconsin residents is waived and that I should toss the notice. I said so if an elderly person doesn't' have a family handling their paperwork/bills and would of just went ahead and paid the bill, would you of returned their money and she really couldn't give me an answer.

February 6, 2013 at 2:15 P.M. I called and spoke to Ilda because Mom received a second notice for the renewal fee on her DNR bracelet that was not due since mom is a Wisconsin resident. I told [redacted] I was calling for the second time on this same issue. I said on 11/18/13 I called and spoke to [redacted] when she received the first notice and was told the renewal fee is waived for Wisconsin residents and that I should toss the notice and that it was all taken care of.[redacted] said what [redacted] told you is correct, that she would take care of it and I should toss the notice and wouldn't be receiving anymore notices.

February 19, 2013 Mom received yet another notice stating that this was the FINAL NOTICE and said Moms membership had lapsed on 12/19/13. I called Medic Alert for the 3rd time and spoke with[redacted]. She asked how she could help me and I told her I wanted to speak to a supervisor because this is the 3rd phone call that I have made on the same issue. She said all the supervisors were busy on the phones. I said no wonder your phones are so busy when your sending out notices to people that no fee is due. I asked her what they would do if someone sent in the money like my mom thinking she owed the money because she received the notices and she said the money would be sent back. I said I find that hard to believe because the system keeps sending out notices where no fee is due so how would they system know the money should be sent back. She said she would take care of it but I said NO that I wanted a supervisor to call me back today and she said they would.

February 20, 2014 I called Medic alert again because I had not received a call back from a supervisor and wanted to get this matter cleared up once and for all. A Nena answered the phone. She said she could help me and she gave me the same story as[redacted] and[redacted]. She said she works with the DRN bracelet and would help me. I said I have called now 4 times and want to talk to a supervisor. I said I had called yesterday and I was told that a supervisor would be calling me back yesterday but that I have not received a call back. She said a supervisor would be calling me back yet this morning. [redacted] a supervisor from Medic alert called me back within the hour. I went through my story again and [redacted] said that they updated their system and believes there must be a glitch in the system. I said why wasn't it corrected back in November, 16, 2013, or February 6, 2013 when I had called regarding the notices that were received. I said I was told that the notices were sent in error and that no fee is due. I was told to disregard the notices and the issue would be taken car. She couldn't answer that but she said I will be taking care of this and I guarantee you that no more notices will be sent. I ask Olga to send a letter directly to me stating that no renewal fee is due for Wisconsin residents and that Moms membership is still active. I also told her that I was going to be contacting the Revdex.com in Madison, WI to voice my concerns.Desired Settlement: DNR bracelet

Business

Response:

As the only Foundation recognized by the state of Wisconsin as DNR certified, the relationship with residents in Wisconsin is an exception to our membership policy. For a majority of our members an annual fee is due each year, with the exception of those registered under the Wisconsin DNR program which pay only for one year, and receive lifetime membership benefits.

Review: I ordered a MedicAlert titanium dog-tag style necklace with specific engraving which was entered on their on-line order system. The order was accepted and paid for (approx. $66.00). They delivered to the wrong address (the secure credit card company address.) It took very substantially more than a month to finally arrive here. When it finally arrived two things were wrong: The low-quality chain was severed and the medalion was missing a complete line of engraving. I made several fruitless attempts to e-mail them (no answer) and several messages to them on their web site Customer Service message system (again no answer.) An on-line chat with one of their supposed customer service representatives was also fruitless - she informed me I needed to call the office. Calling the office is an almost useless operation as it takes over half an hour to reach anyone there. When I finally was able to speak to someone they basically told me that I was out-of-luck; they would not help me and that I would need to purchase another necklace. They offered a 10% discount. I am left with a $66 useless item with no recourse for a correction.Desired Settlement: A new necklace with an UNBROKEN chain with the proper engraving at no cost. The defective one will be returned at their expense.

Business

Response:

We received a complaint on 6-3-2015 from Mr. [redacted] indicating that his product arrived broken. Since products are inspected prior to leaving our facility we requested that Mr. [redacted] send the product back to us for inspection and repair. Mr. [redacted] was not happy with this and requested to speak to a supervisor. No supervisor was available at this time, however we attempted to reach out to Mr. [redacted] by phone and left a message asking that he return the product for inspection and repair and also offered a 10% discount and free shipping on another product should he choose he wanted to pursue a different product. Mr. [redacted] claims that the product was not engraved per his specifications, however the engraving was typed in by the customer, not MedicAlert staff. It was engraved as ordered. We stand behind our product and will repair or replace if needed once the product is inspected. We also stand behind our promise of a 10% discount and free shipping should Mr. [redacted] decide he wants to order a different product to fulfill his need.

Consumer

Response:

I am rejecting this response because: It simply is not worth arguing with these folks. I am however willing to accept the discount offer. I simply cannot be without the emblem which I have been wearing for over 50 years. I have attached a .JPG file of what it was supposed to engraved with. If they guarantee to engrave it precisely as shown in "emblem.jpg" I will consider ordering a replacement. I will make note however that the person I spoke with at the MedicAlert office indicated that they would prefer to NOT engrave my religious affiliation on their emblem. Apparently they have changed their policy to be more "politically correct" as my last emblem WAS engraved with "Catholic" on it. (emblem2.jpg.) Absolutely unacceptable. It's NOT "their" emblem; it's MY emblem once I purchase it.I can only hope that, should the need arise, my emergency medical information would be provided without prejudice because of this complaint.

Review: I purchased a medical alert bracelet and was told it was shipped on 1/23/15. It is now 2/21/15 and it has not arrived. I emailed the company on 2/13/15 and told them I hadn't received it and asked for tracking. I was told they don't offer tracking and they said it had been shipped in 1/23. I then told them I wanted a refund of the $40 I paid for it since I have yet to receive the product. Customer service then told me they have a no refund policy. I can understand that if a product was received and you changed your mind, however, this is something that has not been received and it has been over a month. I found the customer service to be rude and not helpful with the situation. A refund should always be given when products are not received. Especially when the postal service provides free tracking to all US states. I'm out $40 and I'm no longer doing business with a company that scams people.Desired Settlement: I want my $40.74 refunded for an item that after a month has not been received. Their negligence in not providing tracking information on the mailing of their products is not my problem. However, they owe me a refund, company policy or not for a product that has not been delivered. It's horrible business practice to say the least.

Business

Response:

We were contacted by Ms. [redacted] on 2-17-2015 as her product was not yet received. We did ask to verify her mailing address, as it is our policy to replace products lost in the mail (not delivered) after three weeks. On 2-19-2015 we received another email communication from Ms. [redacted] stating that she was upset we would not issue a refund and that she would dispute the charge with her bank and file a complaint with the Revdex.com. Our offer still stands to replace the product not received. We do need to verify the mailing address to ensure that the product is delivered to the correct address.

Consumer

Response:

I am rejecting this response because: They did verify my address. I was not willing to continue to wait to see if the product was delivered, nor was I willing to have another sent out and to continue to wait even longer, especially since they don't use tracking that is free for all packages sent in the US. I want a full refund. No one should have to wait over a month and then be expected to wait several more weeks for any order. I have no trust in Medic Alert and they have done nothing to help make me feel good about doing business with them now or ever again. I have since ordered a better product from a more reputable company with a tracking number.

Business

Response:

We apologize that we could not satisfy the needs of Ms. [redacted]. We will issue a refund of $40.74 to the credit card used to purchase the product. Her MedicAlert account has been cancelled as per her request. We ask that if the product should arrive through the post office that she simply write “refused” on the envelope. We will properly dispose of the product as it is connected with her specific record.Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I want to thank you for the assistance and a speedy positive outcome.