BBB Accredited Business since

Bay Alarm Medical

Phone: (877) 522-9633 Fax: (925) 808-4328 2600 Stanwell Dr Ste 103, Concord, CA 94520 http://www.bayalarmmedical.com


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Description

This company offers medical alarm services for the elderly.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Bay Alarm Medical meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Bay Alarm Medical include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 55 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

55 complaints closed with BBB in last 3 years | 13 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 27
Billing/Collection Issues 3
Delivery Issues 1
Guarantee/Warranty Issues 2
Problems with Product/Service 22
Total Closed Complaints 55

Customer Reviews Summary Read customer reviews

1 Customer Review on Bay Alarm Medical
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: February 27, 2009 Business started: 01/01/2007 Business started locally: 01/01/2007 Business incorporated 07/11/2008 in CA
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Kevin Magna, Director of Operations
Contact Information
Principal: Mr. Kevin Magna, Director of Operations
Number of Employees

25

Business Category

Medical Alarms In-Home Care Elderly/Senior Specialty Services Home Health Services Health Care Management Internet Shopping Medical Service Organizations

Additional Information

Before making a purchase with Bay Alarm, the company asks that potential customers thoroughly read the terms and conditions, and to review their FAQ page which explains the company's refund policy.



Customer Review Rating plus BBB Rating Summary

Bay Alarm Medical has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 2600 Stanwell Dr Ste 103

    Concord, CA 94520

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I can send POA forms for my mother ******** ******* who purchased the alarm. She ordered a medical alarm system and was billed on 3/29/16 from Bay Alarm Medical for $173.85 and $49. She had an additional fee on 4/29/16 for $49. My mom went into the hospital on 4/7/16 in Illinois where the equipment is. She was transferred to Wisconsin to be put on hospice where I live. She has never used the alarm nor the monitoring services as she did not get a chance to go home. I have talked to the Bay Alarm company, but they will not shut off the services until they get their unit back. They will not get their unit back until my mother dies and we go back to Illinois to clean out her apartment. I am requesting that they shut off the services. They are not willing to work with me. I can provide medical records that my mom has not been home to use the unit. I would like to dispute the monthly charges and prevent any other charges from being made. Once my mother dies, I will mail back the unit and will request the $174.85 for the use of the unit. Please help me by: not allowing anymore charges from them and disputing the $49 charges I already paid for 3/29/16 and 4/29/16. Since they have not been willing to work with me, I am reporting them to the ***.

Desired Settlement: I would like to dispute the monthly charges and prevent any other charges from being made. Once my mother dies, which hospice says is soon, I will mail back the unit and will request the $174.85 for the use of the unit. Please help me by: not allowing anymore charges from them and disputing the $49 charges I already paid for 3/29/16 and 4/29/16. Since they have not been willing to work with me, I am reporting them to the ***.

Business Response:

Thank you for bringing this matter to our attention. So 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 us. If you are currently unable to mail the equipment back, you have the option to pay the refundable equipment fee. Once 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 this. We are available Monday through Friday, 8AM to 5PM Pacific.

Thank you again.

Consumer Response:
Complaint: ********

I am rejecting this response because: I have already sent in the power of attorney forms. I spoke to someone at Bay Alarm and told them I will not return the alarm until my mother dies. She is in hospice in Wisconsin and the alarm is in Illinois. I am not going to get the alarm until she dies. I have already paid the price of the alarm. I am not disputing that fee. They told me they will refund this charge once I return the unit. It has not been used. I hope they will refund the cost of the unit once they get it back, as they have stated. I am disputing all the $49 monthly fees. My mom went into the hospital before the unit could be set up. She is now on hospice. She has not used the unit. They are aware of this as they sent a letter that my mother has not done her weekly check ins. She never will. She is dying and is on hospice

Sincerely,

****** ******

Business Response:

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 ************ if you have any further questions or concerns. We are here Monday through Friday, 8AM to 5PM Pacific Time.

 

Thank you

 

Bay Alarm Medical

Consumer Response:


Complaint: ********

I am rejecting this response. My mother was admitted into the hospital in the beginning of April. She had not even opened the box when she was admitted. When we discovered she was getting reoccurring charges from Bay Alarm I spoke with them and explained what was happening. Bay Alarm said once we returned the unit they would refund the money for the unit and stop the monthly fee. I explained that my mom was put on hospice and I lived in another state. My mother was never going to use their services. I was not going to leave my mother to get their unit and return it until she died. She died in July. I have attached the link to the obituary.

************************************************************************************

I have returned the unit and they did not refund the cost of the unit. They billed my mother for numerous months of monitoring. They know she never activated the unit as she received a letter stating this and she was not being monitored unless she contacts them. I am amazed that they claim to help people. If they really cared about people, they would refund all of my mother's money. In all of my correspondences with them, they never even expressed sorrow for my mother. I run a business in the health industry. I would never treat my clients the way Bay Alarm has treated us. I am requesting they refund all of the charges.

Sincerely,

****** ******

Business Response:

On behalf of Bay Alarm Medical, we would like to send our condolences for the loss of this loved one. We understand these circumstances and provide alternate options to cancel the account to defer further monitoring fees. Looking into the account for **** ******* we can see that two services were ordered with us. Our mobile services do require a one time equipment fee that is non refundable outside of the 14 day trial period. This equipment is not required to be returned to us as we only need a notice in writing from the user or the billing contact on the account to cancel this portion. If a billing contact is not listed the Financial Power of Attorney is also able to send this written request to us with proper documentation included. Our in home monitoring services do not include any equipment fees as the equipment is leased and is required to be returned to us. As stated previously if the equipment was not able to be returned back to us at that time we provided the option to pay the refundable equipment fee which would have stopped the monitoring service fees. Once the equipment was sent back in re-usable condition, the charge would be refunded. At this time the account has been closed and no adjustments are due.

The Executor of the Estate may contact us with provided documentation if any further information is needed in regards to the billing on the account.

Thank you, Bay Alarm Medical.

Consumer Response:
Complaint: ********

I am rejecting this response. I appreciate *** efforts. I am done dealing with Bay Alarm. I hope they provide better customer service to their other customers.

Sincerely,

****** ******

8/4/2016 Problems with Product/Service
6/28/2016 Problems with Product/Service
5/25/2016 Problems with Product/Service
5/20/2016 Problems with Product/Service
5/7/2016 Billing/Collection Issues
3/22/2016 Guarantee/Warranty Issues
3/15/2016 Advertising/Sales Issues
3/15/2016 Problems with Product/Service
3/10/2016 Advertising/Sales Issues
2/4/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bay Alarm Medical mishandled account information, harassed a senior, failed to follow through in closing my account, and overcharged. I signed up for Bay Alarm Medical as a gift for a proud, stubborn elderly friend. I knew she might not accept it because I'd suggested it before and she balked at the idea. She falls a lot though so I signed up for the service anyway in hopes she'd accept it if the arrangements had already been made. Bay Alarm required that I share her name and number with them. Before I gave them her contact info, I asked them to assure me that my friend, who knew nothing of what I was doing, would never be contacted by them unless she initiated contact. I made certain that they would not hold her financially responsible for the service. They assured me that only I would be billed. I paid for an entire year's service on the spot and owed nothing more. I waited for a moment that i thought my friend would be receptive to give her the gps device associated with the account, but unfortunately, she refused it. I called Bay Alarm to explain that I would not be using the service. I understood that I wouldn't get a refund for the year long subscription I'd paid in full- I'd waited beyond their trial period to tell my friend - but I wanted assurance that the account would be closed. I received that assurance and thought the matter was settled. A year later, I discovered the account was still open through my elderly friend who had received a nasty letter from Bay Alarm demanding that she pay the $360 annual service fee as well as a $200 equipment fee (not applicable to my plan) within ten days. So, 1. They had automatically renewed my annual subscription despite assuring me it had been canceled. 2. They demanded payment of a false charge: the $200 "equipment" fee which is not associated with the GPS system option I had selected. 3. They scammed my 92-year old friend into thinking she owed the $360 balance on an account that wasn't hers and $200 for a trumped up equipment fee. They demanded a total of $560. They treated her as though the account was hers, addressing the envelope and letter to her. That's the most offensive and destructive part of this. She never agreed to accept this service verbally or in writing. Never spoke to an agent from Bay Alarm. Note: Bay Alarm Medical's response to this is that the letter's intention was to safeguard my friend by giving her warning that the service I'd told them she wasn't using would be disabled in ten days. that is a blatant mischaracterization of t h e nature of the letter. I would be happy to share it with anyone who is interested. It was a collection letter that mentioned cessation of service once in the second paragraph. The heading read PAYMENT OVERDUE and the body overwhelmingly focused on payment matters. The letter includes my account number with them but bears my name nowhere. When I called to rectify the situation, the agent Dominique was totally unhelpful and unapologetic. The most she offered was to change my subscription to a monthly one so I would only be charged for a couple months of the second year of non-service instead of for the full second year. I refused but will end up paying it in order to get Bay Alarm to stop harassing my friend. If Bay Alarm had not harassed my friend, I may have even paid the full amount for the second year of non-usage. My anger is less about money than it is about the damage they inflicted on my relationship. Because of that greedy, unethical, misdirected letter they sent my friend, she thinks I used her financial information to set up an account. And why wouldn't she? When's the last time you received a nasty non-payment letter addressed to you from a legitimate company you'd never heard of? Until that letter arrived, I had been the only person she had trusted enough to come to with questions about her personal finances. She even made me her power of attorney. And she was wise to trust me. Unfortunately, she feels otherwise now.

Desired Settlement: 1. A letter of explanation and apology from Bay Alarm Medical addressed to my friend. It should apologize for sending her an invoice that should have been sent to me. It should acknowledge that I never requested any arrangemen that would have affected her finances in any way. It should acknowledge that I had made all payments in full upon signing up for the service and that I assumed sole responsibility for the account. S 2. I would like Bay Alarm Medical to reverse the charges for the second year of service I never agreed to. 3. I would like confirmation from Bay Alarm Medical that my account is actually closed. I've spoken to two agents who told me they took care of it, but I have no record of the account being closed.

Business Response: Initial Business Response /* (1000, 5, 2016/01/19) */ This matter has already been handled internally with the customer. Thank you.

12/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Being charged an annual service even though we cannot use the service any longer. Last year we purchased a fall protection service for my elderly father living alone at home. We paid for a year's subscription. They sent a notice in October indicating they would renew for another year as of November 17, 2015 - actually my father was in the Emergency Room on November 16th and moved into Assisted Living where he will be cared for 24/7. I had been unable to contact Bay Alarm until today, November 20th to inform them we would no longer be using their service. They refuse to credit back the fee - even prorated - because they say their "terms and conditions" are clear an explicit. Given the fact that the service is provided to elderly and infirm people, the fact that they are unwilling to revise their terms and conditions to accommodate for clearly changing situations is not only bad business practice, but can be seen as TAKING ADVANTAGE of the weak, elderly and infirm.

Desired Settlement: At a minimum, I seek to be refunded a portion of the ANNUAL FEE which we only used for 3 days. I would be willing to pay for a ONE MONTH minimum service, but not for a full year.

Business Response: 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.

12/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unfair treatment of senior citizens; unfair requirements for return of medical equipment which she was unable to use; inflexibility with returns. My mother purchased the Bay alarm medical alert device and upon getting it set up, realized that it does not work for her. She found the bracelets to be cumbersome and difficult to take on and off, which she was required to do regularly after taking a shower. She did not want to wear the necklace because it was uncomfortable her for as well. As soon as she realized this, she had me call Bay medical alarm to explain that she was going to be returning and make sure that she would receive her money back.*(I am serving as her representative because the logistics of calling and making complaints would be too ******* her right now). I was explained by numerous representatives and managers that there was no way that she could receive her money back and that the policy of 14 days starts upon current receiving the package, which at that point was over. I explained to the managers that because my mother is elderly, it took her a while to remember to open the package and get it set up and also that from the day that it was actually activated, we were within the 14 day period of that day. They would not budge at all. I explained that the product was not working out for her and asked for some leniency, based on the fact that she is a senior citizen and that we were only a couple of days after the grace period for return and well within the 14 days of activation. The managers were supposed to call my mother to fix the issue, but they never did. I had to call repeatedly to follow up and whenever I was told that they would not make an exception for my mother, they refused to give me the name of someone else to call who was higher up on the managerial chain. I feel that this is very unfair to not work with my mother on this issue and feel this is taking advantage of senior citizens. I demand a full reimbursement of what she had to pay and a revision of their 14 day policy to make it more fair for how long it probably takes a lot of the elderly to get it set up and realize or not if it works well for them. Thank you so much for your assistance in this matter. ****** *****

Desired Settlement: I demand a full reimbursement of what she had to pay and a revision of their 14 day policy to make it more fair for how long it probably takes a lot of the elderly to get it set up and realize or not if it works well for them.

Business Response: Initial Business Response /* (1000, 9, 2015/11/03) */ 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. Thank you. Initial Consumer Rebuttal /* (3000, 11, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) It appears from Bay Alarm's response that they are not bending one bit with their return policy, which compared to others, is clearly unfair against the elderly. I think it is telling at no "good faith" compromise or even "partial reimbursement" was offered, which I believe exemplifies their unethical business practices against senior citizens, their prime market. I am very disappointed with their lack of an attempt to find a resolution to my grievance and will be seeking further protection from the BBB and possibly their means as well so that my mother and other senior citizens do nothing themselves at the mercy of this company which seems to be fleecing them of their money. Final Business Response /* (4000, 23, 2015/12/10) */ We stand by our initial correspondence. Thank you. Final Consumer Response /* (4200, 25, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted the California Department of Consumer Affairs to help resolve this issue and am prepared to take this case to the small claims court if this business stands by thier policy which promotes the financial abuse of senior citizens.

8/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bay Medical Alarm charged my credit for 3 months of service even though we cancelled the service and returned the equipment. On July 1, 2015 I contacted Bay Medical Alarm to cancel my mother's subscription to their service because she has been admitted to a nursing home. Her account number was 4GXXXXXX. I was told to expect an email advising me as to where to send the equipment. It arrived shortly thereafter and it stated; "In order for us to complete your cancellation request, please return the medical alert equipment back to our address, listed below, before your next bill date of 9/27/2015" I was asked to reference my account number and to obtain a tracking number from the shipper which I did from the United States Postal Service (XXXX XXXX XXXX XXXX XXXX XX) when I sent it back on July 3, 2015. The email also informed me that my "account is currently $ 0.OO past due" Yes, I was paid in full. On July 8, 2015 I received an email that they had received the returned equipment at their ******************************************* XXXXX address. I was surprised to receive another email on July 17, 2015 from Discover Card that my card had been charged $71.85 by Bay Alarm Medical. I called Discover and informed them of the situation and they suggested that they let me be transferred to the "Dispute Department" with whom I filed a report. I understand that this is being carried out by **** Dispute Resolution, PO Box XXXXX, ********* City, **, XXXXX. It seems that Bay Medical has a poor business practice when it comes to billing people after they cancel their service and this is obvious by all of the complaints I have read about them on this BBB website. I spoke with Bay Medical's customer service representative "*********" with whom I was disconnected from the first call and explained that we rushed to return all devices to places like the cable t.v.and phone company as soon as we knew my mom had to stay permanently in the nursing home. The cable company prorated the bill. ********* said that Bay Medical's practice is to charge customers for the full term even if they return the devices just a few days into that next term and even before the credit card company has mailed out the bill. There is definitely a pattern to the immoral billing practices of this company as documented by former users who have rated them online and who have filed a complaint with you. I am looking for the charges to be dropped. This company asserts that they are looking out for people but instead it seems like they enjoy "hitting them when they are down". It's no pleasure having to take care of an elderly parent's affairs. I am considering filing a report with ******** State's Division of Consumer Affairs regarding the poor business practices of Bay Medical Alarm. I am hoping that the BBB may help with resolution of this problem and perhaps Bay Medical will change their billing practices to become a more desirable company. ADDITIONAL DETAILS: Case is being handled by another organization: Discover Card/**** Dispute Resolution

Desired Settlement: I want the charges removed from my Discover Card.

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ Bay Alarm Medical offers 3 different styles of payment. This is detailed on our website. Customers can pay monthly, quarterly, or annually. 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 Quarter plan, no refunds or pro-rations are issued after the initial 14 day trial period. All payment plans automatically 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 07/16/2013. Upon researching the activity on our customer's account, we can confirm that the service renewed on 06/27/2015. 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 fees. Simply give us a call at XXX-XXX-XXXX and we can help set this up. Thank 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 7/1/2015 states that my next bill date was supposed to be 9/27/2015 and that I needed to return the equipment by then in order to avoid further billing. The email went on to say that "your account is currently $0.00 past due" which infers that there was no outstanding balance. I have copies of these. Meanwhile, they had billed my credit card in the amount of $71.85. I find this to be a questionable practice that the representative to whom I spoke over the phone with on 7/1/2015 (the day I called to cancel service) made no mention of any stipulations . She just wanted the equipment mailed back with a tracking number. Nor did she mention that my credit card had just been billed. Even the cable company only billed for the time that I was in possession of their equipment. It was prorated. To bill me for 3 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 practices. Meanwhile, I have a dispute under way through Discover Card. Final Business Response /* (4000, 9, 2015/08/03) */ Bay Alarm Medical offers 3 different styles of payment. This is detailed on our website. Customers can pay monthly, quarterly, or annually. 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 Quarter plan, no refunds or pro-rations are issued after the initial 14 day trial period. All payment plans automatically 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 07/16/2013. Upon researching the activity on our customer's account, we can confirm that the service renewed on 06/27/2015. 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 fees. Simply give us a call at XXX-XXX-XXXX and we can help set this up. Thank 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 BBB's email to me regarding this case in an email dated 7/28/15. But I will give you the same response. Bay Medical's response is unsatisfactory. When I called to cancel on 7/1/15 and asked questions about the procedure involving this process, the representative said that I would be getting an email from them. I 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 9/27/15 to avoid FURTHER charges. I returned the equipment and the representative said nothing about my Discover Card being charged on 6/27/15. So the representative was misleading as is their email dated 7/1/15 which states "your account is currently $ 0.00 past due". As I stated in my previous email of 7/28/15 to the BBB, even the cable and electric companies pro-rate bills for actual service provided. My dispute remains and is also being examined by Discover Card. Of course all of these complaints I have read about Bay Alarm and on the BBB's website and in reviews online do nothing to offer consumers a favorable opinion of the company's billing practices.

7/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We have been billed $200.00 for a medical alarm unit returned in operable condition. The unit had yellowed from the sun and they claim unusable. My family obtained a medical alarm device for their 89 year old mother who lived alone. She passed **** on 6/3/15 at age 90. We returned the unit fully operable. We were billed $200.00 because the unit had slightly yellowed from morning sunlight. I spoke with the manager and they said the service agreement specifically states if the unit is returned in an in-operable condition a $200 charge will apply. I reviewed the service agreement and no where does it state anything about a discolored unit. It states we must return unit in good operating condition and fully functional within 10 days or a $200 fee will apply. I told them on two separate phone calls the unit was in good operating condition and fully functional. They claim they cannot use the equipment because of the discoloring. I sent in a check for $200.00 to avoid collection service. The money was paid from the ***** **** estate. ***** ******* (daughter) is named on the agreement along with ***** ***** I am the son in law of the deceased ***** **** and Husband of the executor of the ***** **** Trust, **** *****. I would be happy to pay for a new cover for the unit even though it is hardly discolored not to exceed $20.00. These monitor units are not sold to customers as a new product. They are rented. I don't know for sure if the unit we received was not yellowed when we originally received it.

Desired Settlement: I would like the $200.00 refunded to the ***** **** estate payable to **** ***** (executor) who reimbursed me. I only paid the fee to avoid collection services against ************* or the ***** **** trust. I reviewed complaints filed against Bay Alarm Medical and see where cases were turned over to a collection agency for non-payment. My next course of action if not resolved by the BBB in a reasonable time frame, will be an identical claim filed in small claims court.

Business Response: Final Consumer Response /* (2000, 6, 2015/07/22) */ Hello ******* Case Number XXXXXXXX I was just contacted by Bay Alarm Medical regarding my complaint with the BBB. 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 ******** 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, ****** ***** *** ******* ***** Drive ******** ** XXXXX (XXX) XXX-XXXX

7/6/2015 Problems with Product/Service
6/15/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ended service contract.Screws of unit top cover loosened and cover came off during return ship.Being charged $150 because cover loose.No damage. Started alarm medical monitoring service with Bay Alarm Medical 02/02/13. My account number is 4GXXXXXX. I ended service & received a cancellation confirmation from Bay Alarm Medical on 01/28/15. The monitoring equipment was returned to the business,per their instructions,on 01/22/15. The equipment was in working order & no part of the equipment was ever disassembled or had been tampered with. The monitoring equipment was packed by a UPS employee & the tracking number for the equipment is 1z450xXXXXXXXXXXXX. The alert pendant serial number is SN#BXXXXXX. The alert monitoring unit ID number is 4GXX-XXXX. Monitoring equipment package received by Bay Alarm Medical 01/28/15. On 05/12/15, 104 days after Bay Alarm Medical received the monitoring equipment, I received a statement from the company stating that I had a balance due of $150.00. The reason given for the extra charge was "Charge for DAMAGED equipmentUnreturned Equipment, 1 @ $150.00 = 150.00". On 05/18/15 I called the company billing inquiry department at (XXX)XXX-XXXX & talked to "*******". I asked why I was being charged $150.00 for the equipment & was told that the equipment was damaged. After asking more questions about what was damaged, & if the outer shipping box was damaged, I was told that the box was not damaged but the alarm monitoring unit top cover was loose because some of the screws were loose. ******* told me that I was being charged for a damaged unit because it had to be sent for "diagnostics and repair". I asked for pictures of the unit, as received,& she said that she could email the pictures to me. I asked her when the pictures were taken & she replied, "when the box was opened". I asked her when the box was opened and she stated that she did not know. I told ******* that the equipment was never opened or tampered with.I asked her why I was now being charged for something that had been in their possession for 104 days! I asked her if it was possible that one of the technicians opened it to borrow a part or that it had being abused in their possession.She said, "No. That's not possible". I work in manufacturing & have seen parts borrowed from other items so I know it is possible. I paid the $150.00 on 05/18/15 only to keep the bill from being sent to a collection agency. My payment of the charge does not mean that I agree with it. The confirmation number for the payment is 5AXXXXXXP-XXXXXXXS. The monitoring unit pictures: One of the four screws is sitting in the mounting hole but not attached to the unit top cover and the remaining three screws are grouped together in the plastic bubble wrap. None of the items looks damaged. The screw threads have no plastic residue on them suggesting that they were forced out in any way. A design flaw, by the device maker, that I saw in the pictures is that there is no evidence of a thread locker liquid being applied to the threads of the screws or the threaded boss holes in the top cover. Thread locking liquid is always applied to screw threads in instances where the screw needs to be secured well and if removed will be readily observed. If I had known that the screws could work their way out so easily,since a thread locking liquid had not be used,I would have tightened these screws before sending it back. There are no instructions stating that the screws may need to be tightened after/before being shipped. This unit hung on the wall,using the two built-in hangars,for the entire two years that it was used & was never taken down.Why should I be punished for a flaw in the alarm monitoring unit design? Summary: *The monitoring unit was never opened or tampered with in any way. *The company had it in their possession for 104 days. In this time if could've been moved,scavenged for parts & abused.104 days is not a reasonable amount of time to inform the Customer of problems.It is not reasonable. *I was not told that the screws had to be tightened *The screws have no thread locker to keep them from backing out on their own

Desired Settlement: I am seeking a refund of $150.00 from Bay Alarm Medical for being charged for alleged damage to the alarm unit.

Business Response: Initial Business Response /* (1000, 5, 2015/05/29) */ Bay Alarm Medical appreciates this matter being brought to our attention. We apologize for any inconvenience this has caused. Our in-home monitoring devices are loaned out to our customers at no additional cost. The 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 fee. This is detailed in the Service Agreement that was signed and returned to us by our customer on 2/26/2013. 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 1/28/2015. However, due to the delay in our returns process at that time, we will waive the equipment fee. We will be issuing a refund to our customer's credit card for $150 on 5/29/2015. This may take up to 2 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 cover. UPS definitely would not have insured the package as they did. UPS 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 manner. Do 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: 1. COMPANY WITH NO ETHICS and ENGAGING IN ILLEGAL ACTIVITIES. 2. Not storing Customer returns in a locked and secure area to prevent tampering with or scavenging parts from Customer returns. 3. Management or owners are not aware of what is going on in the business. This will lead to the company receiving more complaints from the BBB 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 charge. Communications between your billing and returns department needs to be improved.

6/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Cancellation and return of equipment. I purchased service and equipment in February 2013 and cancelled services August 2013 as no longer needed. I was advised to return equipment or I would be charged 150.00. we were unable to return equipment and on February 2014 was automatically charged 239.40 which I thought was the equipment charge. I made contact with the company around August, and notified them I had no equipment to return, and that I would not allow them to withdraw any more charges from my account. They informed me that the charge was for another year of service since equipment was not returned. I asked them what they monitored for 2014 since I was not contacted by them about equipment failure? This year I was again sent a yearly bill for another year of service, and returned to sender with a note that I have no service with them. Now I have received yet another statement saying I owe for services for 2015 and also an equipment return fee. I again contacted and after being on hold for over 10 minutes, called the billing back and then was hung up on when asking for billing managers name. Called them back only to be transferred to another representative to tell me there was nothing they could do since equipment was never returned. They were advised I will not pay for services I did not receive and that the 239.40 the withdrew from my account would cover equipment cost, since services were not monitored since August of 2013 when services were cancelled. This company should be looked into for bad business practices and overcharging customers when services are not being monitored.

Desired Settlement: I would like this company to have to be accountable for the way they treat customers especially the elderly. I would like these charges removed from my account and a statement showing $0 balance since they knew it was cancelled in 2013. Thank You.

Business Response: 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. ******'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.

6/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When my mothers unit was disconnected from the phone by accident, Bay Alarm never notified any of us that they were not getting a signal. She suffered a heart attack and we believe she did not make it because the alarm did not work and she could not get help. We called them to notify them that she passed *** they charged credit card anyway and refuse to give our money back or let us speak to a supervisor.

Desired Settlement: A refund of $71.85 charged to my mothers credit card after we notified them that she passed *** the unit did not work properly and did not get her the help she needed

Business Response: 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.

6/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They are continuing to bill for a service that was cancelled. I called in October, 2014 to cancel the service. My mother never had it connected for nearly a year. I told them I would pay for the box because it was unlikely we could get it from her house because she wouldn't let anyone in. (She has mental illness). The person I talked to told me I could wait on returning the box because she may change her mind and that quarter was already paid up. Then, they continued billing for service on my credit card. I called them and paid $200 for the box and had my credit card do a charge back. Now they are trying to send bills to my 83 year old mother.

Desired Settlement: Stop harassing me and my mother. When I paid the $200, I was told that settled my association with that company.

Business Response: Initial Business Response /* (1000, 5, 2015/04/28) */ Thank you for bringing this matter to our attention. 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. All payment plans auto renew at the end of their term unless the medical equipment is returned prior to the next bill date. There will be no further charges to the account once the equipment is returned back to us. These details are also stated in the signed Service Agreement that our customer mailed back to us on 1/10/2014. Our records indicate that Ms. ******** called us on 10/10/2014 to inquire about cancelling service and we advised her to return the equipment on or before the next automatic renewal date of 12/11/2014. She advised that she might not be able to return the equipment by that date but would call us to pay for the equipment so that we could complete the cancellation. We also emailed the cancellation information to her on the same day. We did not hear back from Ms. ******** until 1/15/2015, after the service renewed. She called to advise us that she was going to dispute the 12/11/2014 charge and pay for the unreturned equipment so that we could complete the cancellation. She also advised us that she planned to initiate a chargeback for the monitoring charges. We did advise her there would be standard penalty charges for the reversed payment so she was aware of this. The account has been cancelled as of 2/1/2015. We are willing to work with Ms. ******** by removing the penalty charges if she can remit payment for the final amount due: $74.85. Thank you again for allowing us to come to a resolution for you. Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would accept fifty dollars because I tried in my fall phone call to pay for the machine and the employee who answered gave me the run-around on this matter. All I wanted was to be done with them and their obvious disregard for the fact that they are dealing with a client base that frequently has difficult situations with ageing and mentally challenged adults. From other things I have read on the internetthis company will even bill dead people! Final Business Response /* (4000, 9, 2015/05/22) */ We stand by our previous correspondence to waive the penalty fees. We kindly request that our customer contact us at X-XXX-XXX-XXXX to make final payment arrangements. Thank you. Final Consumer Response /* (4200, 11, 2015/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want to communicate with this business that is why I am going through the BBB. I had told them in a previous phone call to NOT send any bills to my mother, so just 2 weeks ago, while already going through this with the BBB, they sent my mother another bill for $114! She 84 years old and I had told them she is in a very fragile mental state, so they once again decided to do something that causes her to think she's going off the deep end. My offer stands at $50 and if they contact my mother again, it will be ZERO. This is supposed to be an organization that helps frail people, not aggravate them to death. They got a year of fees from me when the service was never even hooked up, plus I paid an additional $200 for the box. They have aggravated me enough and this letter writing to my mother is over the top.

6/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: An alarm system for family member was ordered & not used.Box was returned unopened within specified time period. Was NOT refunded the $200.00. Ordered an entire alarm system with warranty on 4-2-15 - order #XXXXXXX - for $206.65 on Master Card for a 92 year old family member. Family member was hospitalized on 4-3-15 & never returned home. Equipment was received at the home location on 4/9/15 & box was never opened since we had no need for the equipment. Called the company on 4/13/15 for return procedure & received cancellation information via email for the Account 4GXXXXXX. The email stipulated that we had until April 24, 2015 to return the equipment for a refund. Equipment was packed & shipped professionally by our local UPS store, even though the original box was unopened. So the original box was shipped in another box back to the company on 4/14/15. We tracked the package via UPS and confirmed receipt of the package at the company on April 21, XXXX - X days before the end of our trial period. When we received the Master Card statement on May 3,2015, we realized that there was no credit applied for return of the equipment. Calling the company, we were told that there would be no credit since the equipment was damaged! Not only did we NOT open the box containing the equipment, the company did NOT report a damaged package upon receipt by UPS. Since the intended family member has since passed ***** Bay Alarm Medical would not release any information to me, the executor of the estate, until I provided them with paperwork listing me as said executor. Once the paperwork was provided, they did not hesitate to tell me that the equipment was damaged & that the estate would not be credited the $200.00. Since we did not even open the box of equipment, the equipment was either damaged when then sent it to us or we have been scammed for $200.00! I work in the medical profession & I will most certainly discourage anyone from using the Bay Alarm Medical system. They are not honest in their return policies, & should have notified us immediately once the package we sent back to them was damaged, & not wait 24 days until we called them to see what happened to the credit. Shameful business tactics & we definitely will pass ** around to all we know who are looking for a similar service.

Desired Settlement: request a refund to the estate for the $206.65 that was originally charged to Master Card.

Business Response: Initial Business Response /* (1000, 5, 2015/05/29) */ Thank you for bringing this issue to our attention. We apologize for any inconvenience this has caused. 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. If customer suspects any foul play during shipping, we kindly request that she contact the shipping company to file a claim. We do confirm that the equipment was returned within the 14-day trial period. Because our customer purchased a warranty at time of order, that covers the equipment replacement fee. We apologize for the oversight on our part. Our customer is entitled to a refund in the amount of $146.75, which is the total amount paid, less warranty and shipping costs. This will be processed to our customer's credit card on 5/29/2015 and may take up to 2 business days to post with the credit institution. If our customer would like an itemized description of the refund or has any further questions or concerns, please do not hesitate to contact us at X-XXX-XXX-XXXX. Thank you for helping us get this resolved. Initial Consumer Rebuttal /* (2000, 7, 2015/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the refund offer as we purchased the warranty. Thank you for intervening in this matter.

5/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to respond to request for refund on product never used due to death of Senior Citizen. While my 90 yr. old mother was in the hospital for a broken foot from a fall, I called & ordered your product, anticipating her returning home. She never did return home & passed ***** Your product was never opened or used.I sent you the Notice of Cancellation & mailed your product back to you on 1/31/15 & asked for full a refund.I wrote you on 1/31/15 & 2/23/15 asking the status of refund & got no response. There was no trial period, as my mother never returned home to use it & the device was never opened or activated.We need this refund to help pay her burial expenses.

Desired Settlement: Refund of $109.80

Business Response: 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. ******** ***** 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. ***** 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 BBB on this company, I see little hope of it being satisfactorily resolved. They said they would mail the check to me today.

4/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Equipment mailed to wrong address, charged 200 dollars. Company refuses to correct issue. Equipment was returned. Unable to resolve my issue in a civil manner by phone with Bay Alarm Medical’s rude customer service; resorting to social media was my last resort. After speaking with my grandmother we have decided to cancel our service. When I first ordered Bay Alarm Medical it was to protect my grandmother and to have peace of mind. My grandmother is almost 1000 miles away, and I worry about her safety often. First, you sent me the equipment by mistake 3 times; finally sending it to my grandmother after 4 attempts. A month or two later I received a bill for 200 dollars for un-returned equipment. Trying to call several times explaining that I have no need or motive to keep the equipment for myself. I am 35 years old male and this service was purchased for my grandmother not me. Bay Alarm’s customer service “logic” is the return shipping label was never used, but I never used the return shipping label. I wrote “RETURN TO SENDER” and gave the device back the delivery person, because I was tired of driving to return the equipment. On account of Bay Alarm Medical’s rude and accusatory customer service we have decided to cancel our service and write this on your Facebook wall. I do not enjoy being accused of lying or being a thief; even if the accusations are innuendos. There is no motive for me to keep equipment that was for my grandmother in ******. We did not make the mistake and mail equipment to the wrong address 3 times, Bay Alarm Medical did.

Desired Settlement: I just want the 200 bill to be take care of. We will find service with another company.

Business Response: 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. ******* *******. We show this order was placed online on 5/29/2014 by our customer, using an IP address located in *******, and we shipped it to the location that the order requested. We then received a call from son ******* on 6/7/2014 stating that the order was placed by his mother in ****** and she accidentally selected the delivery to go to ******* in Georgia. The tracking information on the unit shipped on 5/30/2014, device # 4GXXXXXX shows delivery confirmation in the ******* location but ******* 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 ******* 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. ******* in ******, on 6/16/2014. We mailed a return ship label to ******* 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. ******* ******* 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 ******* 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 ******* 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 ****** ******* ordered the product. I ******* ******* ordered the product for my Grandmother ******* ******* 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. ******* 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

4/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Overbilling-charged account 7 times for 1 year At the first of 2014 I received a letter saying my credit card did not go through so I sent a check for $149.50, but then I noticed my card had been billed and tghey had been paid, but I thought I would be good for a while. I got a letter from them that they would accept my check this time, but not again. Either 2 or 3 times in 2014 I got a letter wanting an update on my card which I returned the information. Upon doing my tax preparation I learned they had charged my card a total of 5 times at the quarterly rate and then I had previously sent that check for $149.50 which made a total of 7 (seven) quarters I paid in 2014. I aqm deeply upset over this and have returned their equipment and want OUT. I have used a different provider previously and never had the problem I have had with Bay Alarm Medical. The letters they have sent wanting updates and saying my card was denied (untrue) and using wording which sounds rather threatening toward me and saying they were going to charge me $200.00 for equipment if I did not return it. They have been totally dishonest with me and have fraudulently taken too much money from me. I want those 3 extra quarters they charged returned. The last time I checked it only took 4 quarters to make a whole not 7.

Desired Settlement: I want the 3 extra quarters they charged on my card fraudulently to be repaid for a total of $224.55. I have a witness I returned their equipment and am awaiting the documentation of their signing for it.

Business Response: Initial Business Response /* (1000, 5, 2015/04/08) */ Thank you for bringing this matter to our attention. We have investigated the payment history on the account and show that our customer ordered service at the discounted rate of $74.85 every quarter (3 months). Our customer had service for a total of 6 quarters which totaled $449.10. We verified the amounts paid on the account and confirm that we received 4 payments of $74.85 each and one check payment of $149.70. The total amount paid on the account equals $449.10 which is the exact amount that was due for service. If 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 full. If 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) */ 4-13-15 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 happy. I 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 not. I never felt safe with their system after I learned how they conducted their business. They will always fix things to be correct for their benefit. I really appreciate your BBB looking into this for me. They never responded to me although they had sufficient time before lodging my complaint. I knew from not hearing from them they would resolve it as they did. Thanks for your time and effort. ***** D *******

3/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: poor service poor response to complaint Have paid for service 3 yrs mom ( ******* ********* fell set off alarm fire dept not given door code not given correct info about extra key told my mom was by in pool ( she was in apt) door jamb broken when I called to cancel service told there would be no refund of 9 months not used. When I asked for supervisor told I could not speak to anyone else ********* was only one I could talk to, I'm out $186.75 of unsed service

Desired Settlement: $186.75 of service not used

Business Response: Initial Business Response /* (1000, 8, 2015/02/20) */ 2-13-15 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. 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. We take our dispatch procedures extremely seriously and need to know if a proper procedure has not been followed. After receiving notification from our customer that we may not have followed protocol, we immediately researched the alarm event that took place on 1/24/2015. We were able to confirm that we followed protocol set in place by our customer and provided the proper access instructions for the residence to the emergency dispatcher. Thank you. Customer Accounts Bay Alarm Medical Initial Consumer Rebuttal /* (3000, 10, 2015/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They cheated a 94 yr old women out of money she needs because they kept bugging her to pay in advance I would be interested in how many people they bilk out of money what a business preying on Los people who can't defend themselves SHAME ON YOU BAY ALARM Final Business Response /* (4000, 14, 2015/02/27) */ 2-26-15 Sent via email: The payment plan is entirely up to the customer at the time of purchase and it is not in our practice to persuade or coerce a buyer into a longer plan. We stand by our initial correspondence. Thank you. Customer Service Bay Alarm Medical Final Consumer Response /* (4200, 16, 2015/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company is praying on the elderly with unethical business practices and refuses to help those who are the most vulnerable D NOT SUPPORT A COMPANY THAT GOES OUT OF THEIR WAY TO CHEAT SENIORS!!

2/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Charging for product I returned. Bay alarm stated they sent a bill which I never received in September. After receiving an overdue statement in October I informed them I hadn't been using the service for several months and was returning it. They received the product on November 8th. and still insist on charging me a full years service. I have tried 3 times to resole this with them and the are unwilling to work with me. The insist that the full amount be paid even though they have received the product back.

Desired Settlement: Accept the returned product and quit billing me for service.

Business Response: 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. ****'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!

1/28/2015 Problems with Product/Service
1/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unusable product, rude support staff, refusal to refund money. I purchased a medical alert system for my 83 year old mother on 7/31/14. I paid in advance for a year of monitoring. My mother lives in ******* and I in ********. The equipment did not arrive until August. My mother is not very technically astute, so she called the technical support line to assist her. They were very rude to her and were unable to help her. She called 3 times and was unsuccessful. She called to cancel the service in the beginning of September. She however had a difficult time returning the equipment, because she is elderly and frail. She managed to have a friend return the equipment. Bay Medical received it on 12/18/14. I called to ask for a refund. As my mother did in September and they refused. I asked for a supervisor and was given to **********, who also refused. He did agree to a refund of 5 months. However, this product was never used. And as this is a product designed for the elderly, their practices are highly unethical and predatory. This should have been a full refund for an unusable product.

Desired Settlement: A full refund and an apology to my mother for the rudeness of their support staff. I would like to make this public as possible to prevent other senior citizens from this predatory company.

Business Response: 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. ******** 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, ***** ** ******** 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. ******* calling in to get assistance to trouble shoot the unit. We did receive a call on 9/17/2014 from Ms. ******* 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 ***** 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.

11/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On X-XX-XX Bay Alarm Medical Charged an expired credit card for services. The charges were unauthorized. On X-XX-XX Bay Alarm Medical charged an expired card $239.40. They sent me a letter asking for updated credit card information in May because my card was expired, I did not provide them with updated information because I wanted to cancel the service. I called to cancel the service however, the cancelation letter was not sent to me by the company. Furthermore, there was no physical bill sent to me nor did they call me. They then entered my credit card number and multiple expiration dates until the charge went thru. When I called and spoke with a representative she admitted that they have a computer that enters numbers at random to force the charges thru on expired cards. This is a fraudulant company and does not have reputable business practices.

Desired Settlement: I would like to have a refund for the amount that was charged unlawfully to my credit card in the amount of $239.40. If a refund is not received in a timely manner, I will proceed with social media to let everyone know about the shady business practices of Bay Alarm Medical.

Business Response: 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. ********* 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. ******* *** 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 *****) 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. **** ****** 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

11/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They offer monthly and annual payment plans, and their refund policy penalizes you if you pay annaully I paided on an annual basis through autometic payment. I called to cancel 3 days after they withdrew the full annual amount and asked for a refund. Their contract and policy does not allow refunds. However if you pay on an annual basis you stand to lose a full years amount of $239. If they have a no refund policy it should be consistent and be limited to a month or two at maximum.

Desired Settlement: If they want to charge me at the monthly rate and not refund up to and including the month it is returned I have no issue with that so in this case if they refund the $239 less 2 months at the monthly rate I will be pleased.

Business Response: Initial Business Response /* (1000, 8, 2014/09/24) */ 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 12/4/2012. 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 ************ and we can help set this up. Thank 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 billing. I would accept a reasonable charge of 1 or 2 months which would be more in line with monthly or quarterly payment plans. I will not recommend this company due to their no refund policy even if the person who needed it died. This 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 plan. The payment option is entirely up to our customer. There is no penalty for cancelling early, but there is no refund after the 14 day trial period. This is covered in the service agreement. We stand by our initial response. Thank 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 complaint. Their no refund policy on an annual plan is not a good policy. Poor customer satisfaction with their service.

11/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This co is trying to bill me for charges for a returned unit that was in perfect working order when I sent it certified mail IM 90 yrs old I sent the unit back in perfect condition and all of a sudden 2 weeks later they send me a letter stating they are charging me 150dollars 4 an unretured unit they received aug XX XXXX THEN MY DAUGHTER CALD THEM thEY SAID THE UNIT WAS FRIED AND i HAD TO PAY FOR IT THEY MUST HAVE WRONG UNIT OR FRIED IT THEMSELVES iF THAT UNIT WAS FRIED I WOULD HAVE NO SERVICE FRM THEM AND I WAS PAYING THEM 28 DOL A MONTH FOR FRIED UNIT? WHER I WOULDNT HAD ANY SERVICE ALL THE TIME IM WAS PAYING THEM ? NO SOMEONE ID TRYING TO TAKE MONEY FRM AN ELDERLY PERSON HERE AND I HAD NO PROBLEM WITH THAT UNIT

Desired Settlement: i WANT THIS CO TO STOP HARRASING ME ABOUT A UNIT I SENT BACK IN WORKING ORDER AFTER 1AND HALF YRS SERVICE AND STOP TRYING TO BILL ME FOR THEIR MISTAKE i HAV A NEW UNIT FREE FRO STATE OF OHIO SUPPLIED BY THE GOVERNMENT DUE TO =LOW INCOME

Business Response: Initial Business Response /* (1000, 8, 2014/09/29) */ This matter has been resolved with our customer. Account balance has been credited in full. Thank you. Initial Consumer Rebuttal /* (3000, 10, 2014/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like an apology from the company for the way they tried to accuse me of frying the unit when ***** spoke to my daughter regarding the letter they sent It was absolutely very poor customer service to start with and I cant believe they would allow a person to represent their co and speak to a customer as she did accusing me of frying the unit! I accept the fact that they will no longer bother me but I do not think this matter was handled in an appropriate way and I would like other consumers to know this as well Thank u M ******** Final Business Response /* (4000, 13, 2014/10/17) */ We apologize for the misunderstanding over the damaged unit. It is the customer's responsibility to ensure that the leased equipment is returned to us in functioning condition, this includes any mishaps that may happen during shipping and it is recommended that any returns are tracked and insured by the sender. This unit was determined to be damaged between the time it was unplugged from our customer's wall and while shipping to our facility. However, we did remove the equipment fee as a courtesy. Thank you and if you have any further questions or concerns, please do not hesitate to contact us. Customer Accounts Bay Alarm Medical Final Consumer Response /* (4200, 15, 2014/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The unit was returned in functioning condition and the return was tracked and insured by me I paid xtra money for that as I sent IT TO U AND STILL HAVE copy of the fee I PAID TO HAVE IT RETURNED so not necessary to tell me what I already did U can take that up with the post office if u claim it happened then during shipping I DIDNT APPRECIATE HOW kELLY TOLD MY DAUGHTER IT WAS OUR PROBLEM AND ACCUSED ME OF FRYING THE UNIT HOW ABSURD TO TELL A CUSTOMER THAT WEN SHE HAD BEN PAYING U FOR SERVICE ALL THAT TIME THAT I HAD FRIED A UNIT i WAS PAYING U FOR AND WOULDNT HAVE HAD ANY HELP IF INDEED IT WAS FRIED SO DISGUSTING U HAVE PEOPLE WORKING FOR UR CO THAT MAKE ACCUSATIONS LIKE THAT

11/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Supervisor ***** said I will get a full refund once I return the system but ***** from customer service told me I can't get any refund. On July 13 2014 I ordered a "Personal Emergency System" for my dad and paid $144.80 for 3 months. On July 20 my dad was admitted into Einstein Hospital and the system arrived on July 21. I kept the system of course thinking that my dad would eventually come back home because the doctor told me that he would be able to go back home. Unfortunately, my dad was tired and passed away on August 2. I am the only child and I apologize for not immediately thinking to return the system. I called August 18 to inform Bay Alarm Medical and Ms. ******** told me I can't get any refund because it's after the 14 day trial period. I asked to speak to a supervisor whose name is Mr. ***** who at first told me the same thing. I explained that as a good customer service gesture since my father passed before the 14 day trial period ended, may I please receive a full refund and ***** with a slight rude attitude in his voice told me that once I return the system I can call back to receive a full refund. On August 18 I paid $18.15 to send the system priority mail 2 day and they received it on August 20. On August 29 at 11:14am I called Bay Alarm to request a refund and Ms. ***** told me I can't have a refund so I asked to speak back with supervisor ***** and she informed me that he was not at work as of yet but that she will have him call me once he gets in. I called back at 6:55pm and spoke with Ms. ********* who offered a partial refund if I fax a copy of my dad death certificate. I asked to speak with ***** and she stated that he was not available and he never returned my call.

Desired Settlement: I am seeking a full refund of $144.80 because that is what supervisor ***** told me although I'm guessing he only lied just to get me off the phone.

Business Response: Initial Business Response /* (1000, 5, 2014/09/10) */ 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. After looking over the account details for our customer ***** ******, we do not show that **** ****** is an authorized person to discuss details on the account. To ensure confidentiality, we will need to speak with the person who has Power of Attorney over Mr. ******'s affairs. We kindly request that **** provide paperwork showing she has the Power of Attorney so that we can help her come to a resolution. Thank you. Customer Accounts Bay Alarm Medical **** ******** ** Ste 103 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 customer. A partial refund was rendered. Thank you. Customer Accounts Bay Alarm Medical

10/29/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am 97 years ago. I had my daughter call and cancel the contract for next years monitoring and she mailed the unit back as requested at my expense. I am 97 years ago. I had my daughter call and cancel the Bay Alarm contract for next year as I had been moved into a facility that has its own monitoring system. She called the company and cancelled, and they instructed her how to mail the unit back at our expense. Bay Alarm even sent a letter saying I had no current balance. I saved this letter. Now Bay Alarm just put an entire year's premium on my credit card bill and am insisting that I pay it. My daughter talked to 4 different people at the company. They all say the money is owed.

Desired Settlement: Want this $263.40 billing removed. We returned the unit in good faith and even paid for the return for $19. We have proof of the UPS tracking return. We have the Bay Alarm letter saying there is no balance.

Business Response: 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. ******** ********'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. ********'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 **** ******** Dr Ste *** ******* CA XXXXX Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX

10/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Evergreen charge billed directly to credit card without opportunity to cancel or refund for service not used. My daughter entered into agreement on my behalf after I was in serious car accident. There was no opportunity to print the terms & conditions from the website, nor was there a copy included with the equipment. I was unaware of the evergreen policy until the charge for $239.40 appeared on my account on 2/20/2014. I was planning to cancel the service as the range for the device did not meet my needs. Service actually began on 3/29/2013. I immediately contacted the company and was told I could return the equipment, but would not receive any refund. Equipment was returned prior to 3/29/2014. I believe this billing practice takes advantage of, and exploits the aged population most likely to use the service.

Desired Settlement: I would like a refund of $239.40 for services not used, but billed to my credit card.

Business Response: Initial Business Response /* (1000, 8, 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 was mailed back to us by ******* ******. Our customer originally purchased the Annual payment plan on 2/20/2013. The service plan renewed on 2/20/2014. We receive a call on 3/31/2014 with a request for instructions on how to cancel the service. The equipment was returned to our facility on 4/7/2014. If customer can provide tracking information that determines the equipment was returned to our facility by 2/20/2014, the service charge that incurred on 2/20/2014 can be refunded. Thank you. Initial Consumer Rebuttal /* (3000, 10, 2014/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) No copy of the service agreement was provided that I could find. The agreement was entered into on line and signed by my daughter while I was in the hospital. No hard copy was mailed to me. Please provide a signed, hard copy of the agreement for my review. Final Consumer Response /* (4200, 14, 2014/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no notice of renewal beyond the terms and conditions, which were only provided on line. I signed up for service in February and did not receive equipment until March. The renewal billed to my credit card in February at the beginning of the billing cycle and I didn't even know it was charged until March 23. I believe the company's should provide prorated reimbursement for unused services. I installed my own equipment, never used the service and returned the equipment as soon as I received my credit card statement in March. The company provided no value. Final Business Response /* (4000, 16, 2014/09/09) */ Bay Alarm Medical currently does not offer prorated services. Again, we offer our services with tiered pricing and this, along with our cancellation period, is detailed on our website at www.bayalarmmedical.com. Customers choose the pricing based on their circumstances. We stand by our initial correspondence. Thank you. Customer Accounts Bay Alarm Medical **** ******** ** Ste *** ******* CA XXXXX General XXX-XXX-XXXX Fax XXX-XXX-XXXX

9/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refund of yearly payment due to home phone keeps going out and we need a cellular device, they do no service our area. I had gotten my mom a medical alarm bracelet from Bay Alarm Medical back in May 2012. The problem started when her phone line kept going out and she didn't feel safe anymore by herself. So I called Bay Alarm and ask about a cellular device and they checked and said they do not offer service in our area. So I asked about cancelling the service. They said fine they could cancel it as soon as I send the equipment back. I said I would like a refund and we pay by the year and it renewed in May. They do not send a notice of renewal in advance they just charge your account. We were not having this problem in May and I feel we should get a refund since they cannot provide the cell service. They said no refunds since I sign up for the yearly contract and could have signed up for the monthly contract. I asked if they could just charge me the monthly fee for the 3 months then refund the difference but no, a policy is a policy. I would not reccomend this company because of the customer service is very poor. They do not realize they are working with the elderly, I feel they are taking advantage of them. Service agreement 4GXXXXXX Payment amount 239.40

Desired Settlement: I would like them to credit back the 8 months we will not be able to use because of the faulty phone line. I know it is not their problem but I feel their policy is to strict. As I said above the renewal date was May 2014. They do have a monthly fee of 19.95. It comes to the same amount either monthly or yearly, as there is no special discount to pay yearly. I chose that becuase it is very difficult to take care of both my bills and my mothers and work full time.

Business Response: 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.

9/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: If someone dies before the service is complete there is no refund of funds already paid. If a person dies before the service is complete there is no refund of funds , however they don't mention this to anyone until it happens and then they say sorry...you signed the agreement.

Desired Settlement: All I wanted was the $100 back for the service we didn't use. We sent the machine back as per instructed. You would think they would at least refund unused potion of payment.

9/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: took more money just to cancel system stopped working, contacted them they said had to pay another $150.00 to have it fixed. told them just cancel it, still had to pay $150.00 and can not get any money back after paying for a year and only using for 6 mo. This company is praying on seniors. Please help

Desired Settlement: would like at least some of my money back

8/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I attempted to cancel annual contract after father passed away, but cancellation was 2 days after charge had been billed to credit card. I had purchased a system for my father on an annual contract. He passed last November and the system got boxed up and put in a closet. I was checking my credit card bill and noticed that the next annual payment had been billed two days earlier. We called immediately and cancelled and sent the equipment back. Bay refuses to refund the credit card for the annual amount because it was cancelled after the billing cycle, albeit two days after the billing cycle.

Desired Settlement: A refund of the charge on my credit card.

Business Response: 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. ***** to come to a refund agreement. We kindly request that Mr. ***** 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. ***** 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.

7/25/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: UNAUTHORIZED deduction from my debit card that initialed overdraft charges. Refused to cancel my account until equip returned. NO refund About a month ago I got Bay Alarm Medical and allowed them, over the phone, to charge a credit for their service, on my Visa card. I was, up until this point, very happy with the service. This morning, 6/28/14, I got a bank notice that I was overdrawn at my bank (never happens) and I discovered that it was because Bay alarm Medical put thru an UNAUTHORIZED, AUTOMATIC debit deduction OF $39.00 that caused AN OVERDRAFT FEE of $23.00. OUTRAGEOUS! Bay Medical will NOT CANCEL! NOR WILL THEY REFUND, in total or in part, OF THIS UNAUTHORIZED DEDUCTION. They EILL NOT PAY MY OVERDRAFT FEE. THEY WILL NOT GIVE OUT THE NAME OF THE DIRECTOR OF BAY ALARM MEDICAL.

Desired Settlement: CANCEL the service as they FAILED to advise me that they would automatically deduct from my 'credit' card (debit transaction)-I NEVER would have agreed, especially at the end of the month when my account is low. REFUND the total of the unauthorized charge TO MY CHECKING ACCOUNT of $39.00. AND, PAY FOR THE OVERDRAFT CHARGED THAT OCCURRED, $23.00.

Business Response: Initial Business Response /* (1000, 5, 2014/07/09) */ Bay Alarm Medical offers 3 different styles of automatic payment plans. 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 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 monthly payment plan on 5/27/2014. To cancel the service and avoid any further charges, customer simply needs to return the equipment to our facility on or before 7/27/2014. If our customer would like the service cancelled without the return of the equipment, this can be done in writing with your signature. Please keep in mind that there is a $200 fee for any unreturned medical alert units. Thank you. Customer Accounts Bay Alarm Medical **** ******** ** *** *** Concord CA XXXXX General XXX-XXX-XXXX Fax XXX-XXX-XXXX

7/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Cancelled services of Bay Alarm.Had already been automatically charged 263.40.Was told to return equipment and a credit would be applied to credit car I received an automatic renewal charge on my credit card 5/14/2014 of 263.40 I called them to cancel the service as I was no longer using it.I was told to package the equipment and return it at my cost and a refund would be credited to my credit card.I mailed the equipment on 6/6/2014.I called 6/19/2014 to ask about my refund and was told I would not get any refund.They said they don't give refunds.I am 78 and on a fixed income and I find it outrageous that a company would do this to elderly people.I hope you can help me. Thank You

Desired Settlement: It t should be pro-rated from thee renewal date until the equipment was returned.Approximately 240.

Business Response: 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. ******* *** Bay Alarm Medical **** ******** ** *** *** 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.

6/30/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Bay medical alarm, is charging for services that were canceled and refuse to make adjustments as promised in a telephone conversation. Customer # 4GXXXXXX Purchase date: 12/20/12 Yearly contract amt. $227.40 at the end of the XXXX XXXX yearly contract I received a bill from Bay medical alarm for the next year's services. I contacted them and told them services were no longer needed and asked how to proceed. I was told, that the unit needed to be packaged up and returned to them, and when they received it a prorated invoice for any charges outstanding would be forthcoming. The unit was sent and according to Bay Alarm Medical, it was received on January 17, 2013. On approximately February 4, 2014, I received another invoice from Bay alarm for $227.40,a yearly subscription fee.At that point, I contacted my mother to confirm that the unit had been sent back. At which point, I called Bay alarm again, to discuss the issue. I asked if they had received the unit, but was unable to get an answer to that question. I was told that they would research to find out if they had, and then contact me. I assumed since I did not hear anything from them for a while, that they had located the unit and settled the account. The next communication I got was from a collection company In April 2014, trying to collect for the yearly subscription. I called the collection company and explained the circumstances, and was told that they would make an inquiry and get back to me. Once again, I heard nothing and figured the account was settled. The next communication I received was from the collection company at approximately May 15, 2014, with another collection notice for $258.80. I contacted the collection company and was told there was nothing they could do about it, that I needed to contact Bay alarm to get it straightened out. I contacted a alarm and explain the situation once again, and was transferred back to the collection Bureau. I called Bay alarm again and talked with their representative and was told yes indeed, they had received notice of cancellation and then the unit was received on January 17, 2013. The representative said there was nothing they could do because they had already sent the bill to the collection bureau, I was put on hold and then transferred back to the collection Bureau who said that they were sorry but they could do nothing about it. I inquired as to when they had sent it to the collection Bureau and was told that it was sent in April of 2014. I never received an invoice for the prorated subscription as promised. I never received any return communications from either the collection company or Bay alarm as promised.

Desired Settlement: I want Bay alarm medical to prorate the charges per their monthly service rate as promised.

Business Response: 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. ******** 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 **** ******** ** *** *** ******* CA XXXXX General XXX-XXX-XXXX Fax XXX-XXX-XXXX

6/23/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I obtained their monitoring system for my mother, about a year ago. The other day I received a letter saying it was in collections I obtained their monitoring system for my mother, about a year ago. I received a letter saying I was past due because they had tried to bill my card, which had expired and been re-issued, and they had been unable to process the payment. I did not know that they were going to bill without an email, bill or even a phone call. On Feb XX XXXX I called to pay, but when I questioned why it was billed without my knowledge, I was told that they just did it that way and there was no other way to bill. I cancelled the service then and there and returned their equipment. Today 5/12/14 I received a collections notice I called and the Agency said that I should contact Bay Alarm, so I called them and they said it had been sent to collections, so contact them. When I told the rep what i was told by the agency, he said that it was my fault for being late in the beginning. I wasn't late I had Cancelled. I cancelled on 2/25/14 returned the unit Priority Mail on 2/26/14 and have confirmation it was delivered to Bay Alarm on 2/28/14.

Desired Settlement: Removed from collections, with written proof. Any negative entries removed from all Credit Bureaus and a written apology would be nice. Thank you

Business Response: 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 **** ******** ** *** *** ******* 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 *** ***** ******* **** ******** ** *** *** ******* CA XXXXX General XXX-XXX-XXXX Fax XXX-XXX-XXXX

5/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Returned equipment, and the company refused to give back my money. My original contract started on 11/24/12, I cancelled this contract on 11/22/13. Returned the equipment by 12/6/13. They are still charging me for an entire year. The cost was $19.95 a month, yet, they are charging me $239.

Desired Settlement: I am requesting a refund of the entire amount, however, if they want to charge me for one month, I am happy to accept the remainder of my money. They should not be allowed to keep 12 months of money for no service.

Business Response: 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 **** ******** Dr *** *** {PIPE} ******* {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 **** ******** ** *** *** {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.

5/28/2014 Problems with Product/Service
5/21/2014 Billing/Collection Issues
5/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Refusal to Credit for Unused Service Bay Alarm Medical will keep charging you even after you cancel services since they do not accept verbal cancellations. They only way they will cancel services if you mail the equipment back otherwise they will keep charging your account unless you change your bank account which is what I had to do. They will not issue credit for unused services. So if the user passes away they expect you to use your money to ship back their product but they will not issue credit for the unused portion of service even after they receive their equipment back. I currently have their equipment which I have held on to in order to get a letter stating that I will be credited once they receive. They are refusing to send me such a letter.

Desired Settlement: Refund of unused annual charge

Business Response: 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.

1/9/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Purchased Alert Device for 93 yr. old mother-in-law for her home in ******* *** device failed, returned it but am still being billed May 2, 2012, purchase Alert Device, Sept & Oct it failed & called ****** Police twice during the night. These events upset her, called technical support but received no help. Instructed to return the unit which we did (Nov. 2012). We are still being billed for a unit we don't have. She has lived with us in ********** since **** *****

Desired Settlement: Since the equipment did not provide Mrs. ****** the advertised protection benefits & technical support was not able to solve it's lack of performance, we desire a prorated amount of the $239.40 paid and closing our account with a zero balance while eliminating any further billings.

Business Response: Initial Business Response /* (1000, 5, 2013/10/31) */ The equipment in our customer Ms. *** ********* possession functioned properly. It successfully sent weekly test timers to our monitoring center as scheduled. The alarm activation that occurred on September 18, 2012 was a one time event and there was no indication that the unit failed because we received the signal and we dispatched according to procedure. There were no prior indications that the unit was sending in medical alerts falsely. We do not show record that the medical alert unit was returned to our facility for cancellation. Account remained active until customer was cancelled for non-payment on August 16, 2013. If customer can provide tracking information for the unit, we can further research this. With the tracking information, we will be able to confirm that the equipment was returned and the date of its return. If we have proof of delivery, we will credit the equipment fee from the final invoiced amount. If equipment was returned prior to the renewal date of the service, we will also be able to credit the monitoring amount that was due on May 2, 2013. Thank you. ******* *** Final Consumer Response /* (4200, 11, 2013/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) We followed the return instructions given over the telephone by the Bay Alarm represnetative. As instructed we did not pay additionally for tracking the shipment. Please provide proof of your return instructions and we will response accordingly. *** ***** Final Business Response /* (4000, 9, 2013/11/25) */ We kindly request that customer provide tracking information for the return of the unit so we can further research this. With the tracking information, we will be able to confirm the date the equipment was returned. Once proof of delivery can be confirmed, we will credit the equipment fee from the final invoiced amount. If equipment was returned prior to the renewal date of the service, we will also be able to credit the monitoring amount that was due on May 2, 2013. Thank you. Thanks! ******* ***

12/24/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: It will only work hooked up to computer modem. I paid $10 for delivery and now I have to pay to return. Don't want alarm sitting at my desk. They shou They should have told me this. Does not say anything about modem necessay on their web site Recieved it 12-3-2013 and returning tomorrow order # ******* I paid $10 for shipping and have to pay to send it back. Also charged $71 on my Visa card for 3 months

Desired Settlement: refund of #** from Visa. Would also like shipping charges paid

Business Response: Initial Business Response /* (1000, 5, 2013/12/12) */ Thank you for notifying Bay Alarm Medical regarding the technical issues with your phone line and the medical alert unit. Please allow us to clarify what the minimum requirements are in order to have a medical alert system: direct power outlet and an active telephone line. This is indicated on our website. A modem is not required with standard telephone lines. However, if you have a cable bundle service, the source of your telephone line is at the cable modem. The unit does need to be plugged in at the telephone source so that it can seize the line in the event of an emergency. We have called our customer and left a recorded message on 12/11/2013 so that we can help get the unit set up properly. If the location of our customer's telephone service is in an undesirable spot, we offer a cellular solution that will allow more flexibility. The only requirement is good cellular strength. We offer a 14 day trial period that starts on the day that the equipment is delivered to the home. This date is determined by the delivery details supplied by the shipping company. Our records indicate that the system was delivered to our customer on 12/3/2013. Equipment needs to be at our facility by 12/17/2013 so that we can refund the monitoring charges in full, minus the shipping cost. Thank you for giving us the opportunity to assist with your technical needs. Customer Service Bay Alarm Medical ************************************************** ************************************* Please visit us on the web at www.bayalarmmedical.com! Thank you for notifying Bay Alarm Medical regarding the technical issues with your phone line and the medical alert unit. Please allow us to clarify what the minimum requirements are in order to have a medical alert system: direct power outlet and an active telephone line. This is indicated on our website. A modem is not required with standard telephone lines. However, if you have a cable bundle service, the source of your telephone line is at the cable modem. The unit does need to be plugged in at the telephone source so that it can seize the line in the event of an emergency. We have called our customer and left a recorded message on 12/11/2013 so that we can help get the unit set up properly. If the location of our customer's telephone service is in an undesirable spot, we offer a cellular solution that will allow more flexibility. The only requirement is good cellular strength. We offer a 14 day trial period that starts on the day that the equipment is delivered to the home. This date is determined by the delivery details supplied by the shipping company. Our records indicate that the system was delivered to our customer on 12/3/2013. Equipment needs to be at our facility by 12/17/2013 so that we can refund the monitoring charges in full, minus the shipping cost. Thank you for giving us the opportunity to assist with your technical needs. Customer Service Bay Alarm Medical ********************************************************** ***************************** Please visit us on the web at www.bayalarmmedical.com! Final Consumer Response /* (4200, 11, 2013/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did recieve the refund for monitering services (which I never used) I told the salesman about my Comcast services but he assured me I could hook up the alarm to a telephone jack.I called bay alarm , when it arrived to tell them it wouldn't work on a jack and a tech told me I had to hook it up to my computer modem !. Since I didn't want device on my desk, I decided to return it. And I paid $20 to return device Before buying, was never told about the possibility of hooking it up to my modem. Would not of bought it if I had to use modem. Iwould also like the shipping charges refunded ($9.95+ $19.95) Final Business Response /* (4000, 9, 2013/12/23) */ A full refund for monitoring service has been rendered. Thank you. Thanks! Customer Service Bay Alarm Medical ******************************************** ******************************************* Please visit us on the web at www.bayalarmmedical.com!

12/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Return equipment before beginning of next term. Was illegally charged for term in violation of their own contract. I returned equipment prior to the beginning of the billing cycle as my mother passed. They charged my credit card anyway. I tried to resolve. They would not back down. I disputed the credit card charge which was taken off and I was advised that the matter was resolved. Bay Alarm then sent an invoice for the entire amount that I had already disputed and added on $40. I spoke with their office and wrote their office on numerous occasions. They failed and refused to respond. On the final correspondence, I copied the credit reporting agencies. Bay Alarm then illegally sent it to collections. The collection ageny is now facing charges for unfair collection practices as this is a fraudlent bill.

Desired Settlement: Withdraw fraudulent charges and notify your collection agency.

Business Response: Initial Business Response /* (1000, 5, 2013/12/03) */ 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 anytime. 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 Ms. ******. Our customer, Ms. ***** **** ****, originally signed up for the Quarterly payment plan on 1/10/2013. Her service plan renewed on 4/10/2013. We receive a call on on 4/11/2013 with a request for instructions on how to cancel the service. The equipment was returned to our facility on 4/16/2013. The charge that incurred on 4/10/2013 was a valid charge for service. Our customer put in a dispute with the credit card company which added a penalty fee to the account. We spoke with Ms. ****** on 7/11/2013 and discussed the open balance on the account and were willing to resolve the matter by reducing the amount owed. Customer did not accept. The debt has been referred outside our company as of 9/4/2013. We kindly request that Ms. ****** contact and work with the collections agency to resolve the debt. Thank you. Customer Service Bay Alarm Medical *********************************************** General ************ - Fax ************ Final Consumer Response /* (2000, 13, 2013/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) While the matter was resolved, the company needs to change its business practices. If I had not had the time to research, make numerous telephone calls that went unanswered, write letters that also went unanswered, and speak with a former boss who is a lawyer, I likely would not have found out that the company's arbitrary "dispute fee" is illegal. Final Business Response /* (4000, 9, 2013/12/17) */ This matter has been resolved through the collection agency. Thank you. Thanks! Customer Service Bay Alarm Medical *********************************************** General ************ - Fax ************ Please visit us on the web at www.bayalarmmedical.com!

12/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased service. Unable to connect with Medical unit. Company sent second unit, still unable to connect. Cancelled service full refund not issued. Purchased service. Unable to connect with Medical unit. Company sent second unit, still unable to connect. Cancelled service full refund not issued due to company having to trouble shoot issue which was still not rectified. Customer Service relayed that a full refund could not be issued due to the trial period was over 14 days. I was never given the opportunity to try the product because it was never up and running. Additionally it was noted that they attempted to call me with no success and inform through written communication, neither was received and the only contact that was made was when I called them.

Desired Settlement: Full refund.

Business Response: Initial Business Response /* (1000, 5, 2013/10/21) */ To ensure that our equipment is in complete operable condition, Bay Alarm Medical inspects and tests each alert unit before shipping it out to our customer. We also offer a 14 day trial period from the date the equipment is received by our customer. The receive date is determined by the tracking information provided to us by the shipping company. This refund policy is on the home page of our website and any customer placing a phone order is advised of the trial period. Customer is entitled to a full refund minus the shipping cost if unit is returned to us by the 14th day. Prior to delivery of the equipment to Mr. ******, it successfully passed testing in our facility. The medical equipment was delivered to our customer Mr. ****** on 9/4/2013. We mailed him a letter on 9/15/2013 to remind him to plug in the unit and test it. Mr. ****** called in to troubleshoot on 9/20/2013 because he was unable to connect with our dispatch center through the unit. We were unable to determine whether this was an issue with our unit or if this was an issue with Mr. ******'s telephone service. We provided a free equipment exchange. The second alert unit was also tested in our facility to confirm that it was functioning properly the same day we shipped it out to Mr. ******'s residence on 9/20/2013. However, when Mr. ****** tested this unit, we ran into the same issue. We then remotely dialed into the unit and confirmed that the programming was correct. After confirmation that both units worked upon leaving our facility, we pinpointed the issue to Mr. ******'s phone connection. We asked Mr. ****** to check with his home phone service provider to see if they could do some basic troubleshooting as well as check if there was a block on his phone for specific toll free numbers, then to call us back so that we could help with testing. Instead of contacting his phone company to fix his phone line, Mr. ****** mailed back the unit and called in for a refund. Although we determined the issue to be customer caused and he had passed the 14 day trial period, we still made an exception to our 14 day trial period. We refunded Mr. ****** for 11 of the 12 months. The refund amount stands. Also, as further assurance that the issue was customer caused, both units have since been mailed out to new customers and we have received successful signals. The units are functioning properly. Thank you. Final Consumer Response /* (4200, 11, 2013/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I stand by my initial complaint. Final Business Response /* (4000, 9, 2013/11/05) */ We stand by our initial correspondence. Refund was rendered.

12/2/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I returned their equipment and they still charged my credit card for another 3 months. I've called and spoken with them and they will not refund $. Customer #4GXXXXXX with Bay Medical, I'm 85 yrs old & in bad health so I got this service for help. This unit would not reach every room in my home so after the first 3 months I decided to return everything and cancel.I mailed it back on 9/23/13 and they didn't stop service until 10/2/13. I did this and they still charged me for the next 3 months, even though they've already had their equipment. I've called 2x's now and they refuse to refund the $74.85 which they charged to my credit card on 9/18/13. I called them on 10/22 & again today and spoke with a supervisor by the name of Paublo. I don't mind them pro-rating my account for a week but not for 3 months of service which I don't have. I don't have much money and the only reason I went with them was because of the good reviews. However now I know why they get such good ratings they give you a month free if you write a positive review for their company. That's just paying to get good reviews, so in reality they are NOT a good company especially when they take advantage of elderly people. Do you feel this is a good business practice? I would really appreciate anything you could do for me, I really need that money now. Thank you for your assistance in this matter. ***** ******* *****

Desired Settlement: I want a refund back on my Visa card that they charged in the amount of $74.85 for their last billing. thank you

Business Response: Initial Business Response /* (1000, 5, 2013/10/31) */ Bay Alarm Medical has already addressed this customer's billing issue on 10/24/2013 and we did resolve it by doing a partial refund. Though this is not our standard payment procedure, we did make an exception for this customer. Thank you. ******* *** Final Consumer Response /* (3000, 7, 2013/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regardless of Bay Alarm Medical refunding only partial payment of what they took from my credit card account, this is unacceptable. They charged my credit card account the full amount for 3 months that I did not use of their services. Now granted I was one week late in returning the equipment however that is NO REASON for them to charge for a full 3 months. They say it's their "Policy" to not make refunds. Well I say it's not MY "Policy" to do business with people that take money from elderly people that have little already. And when I explained this to them, they still insisted no refunds. Just because they are a company DOES NOT mean they are any more important than I AM. I was treated unfairly regardless and IF they were a reputable company they would have refunded all the money with the exception of the one week for being late. Also when I called UPS to see when the equipment was delivered to them, it was delivered 4 days before the time they told me they received it. One of the ways this company gets good reviews is by sending all their customers an offer to get one free month paid for IF you write them a good review. If I had known that's how they got such good reviews I would have NEVER done business with them, paying people to write reviews is NOT an honest feedback.Like I said initially, this company only cares about the money they can get from people. No I AM not pleased with what they've said in their response to you and it's yet to be seen IF they did refund the money. I do not trust them. I still stand firm on this issue with Bay Medical Alarm. Final Business Response /* (4000, 9, 2013/11/19) */ We stand by our initial correspondence. Refund was rendered

11/26/2013 Problems with Product/Service | Read Complaint Details
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Complaint: My mother, ********* *****, Account #********, passed away on Oct. 18, 2013. I called ************ on 10/20 to DC service. I was told to ship back equipment, insured/ tracking. Once received , call back and discuss billing/refund. I had a 3 month monitoring plan at $74.85, debit drawn on my account Oct . 15th, 2013. Sent UPS on 10/22, equipment received 10/29. Called 6:00 EST, 10/29, and told that they would need to charge for one month service, credit of 46.90 issued. When I told the agent 2/3rds of 74.85 was not 46.90, I was told my pricing was "promotional" and I was being charged for a monthly rental rate. REALLY? So actually was charged $5.79 daily for the 5 days.

Desired Settlement: For the mental anguish caused over this issue, I want the last amount charged of $74.85 to be refunded. When I ashes to speak to the agents manager, I was told there was no one to discuss this issue with.

Business Response: Initial Business Response /* (1000, 8, 2013/11/25) */ 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 anytime. 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 Ms. *******. Our customer, Ms. *******, originally signed up for the Annual payment plan on 10/10/2011. The service plan renewed on 10/20/2012. Ms. ******* refused to remit payment. She requested that we switch the account to the quarterly plan and we accommodated this request. We also waived the amount that was due between 10/10/2012 to 1/13/2013. Ms. ******* returned her equipment and we cancelled her account on 10/29/2013. Though this is not our standard payment procedure, we were open to resolving the account closure by issuing a partial refund on the same day we processed the cancellation. We have made prior exceptions to satisfy Ms. *******'s requests and we stand by the refund amount rendered. Thank you. Thanks! ******* *** Final Consumer Response /* (2000, 10, 2013/11/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Fed up

11/4/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Their service was cancelled, equipment returned but was charged annual fee & was sent to collection agency. I disputed and was told I still owe them Bay Alarm Medical charged me an annual monitoring fee of $239.40. In April 2013, I received their bill. I called to cancel service, I was told that I should return their equipment and not worry about the bill. I returned their equipment at their Pacheco address the week of May 6th. I then received a bill for annual monitoring fee that my mom never use and they have their equipment. When I called I was told I could not dispute this charge. They have sent this to collection agency. I prepaid their first year service in April 2012 and do NOT want to use them again. I did not see or sign a contract from them stating that they would continue to charge or that there was an automatic renewal. Unfortunately, I am told if not paid this will effect my credit status. I am reporting this as alert to consumers (specifically elderly and their families).

Desired Settlement: I would like a letter from Bay Alarm Medical stating the service is cancelled, any credit issue are resolved, and it is not on my credit report. I do NOT want to pay this bill.

Business Response: Initial Business Response /* (1000, 8, 2013/09/23) */ 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. In order to cancel, our only request is the customer return the equipment to us by the next renewal date. This will avoid any recurring charges. Ms. ****** opted for the auto-renewing annual payment term for the largest discount. Her term renewed in March, but her credit card on file was declined. A bill was then generated for the missed payment. No payment was ever made. The equipment then was returned in May with an outstanding balance on the account. Account was sent to collections because the original bill was more than 90 days past due. If Ms. ****** would like to settle the bill, she will need to contact the collection agency directly and they will be able to work with her and hopefully come to an agreement. Thanks! ******* *** Customer Service Bay Alarm Medical *********************************************** Direct ************ - Fax ************ General ************ - Fax ************ Please visit us on the web at www.bayalarmmedical.com! Final Consumer Response /* (3000, 10, 2013/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As requested, I called the collection agency, and was not able to come to an agreement. I offered to pay $45 for the time the equipment was not returned past renewal date. And the agent said that would not work but they would let Bay Alarm know and I should wait for Bay Alarm's response. Nowhere in Bay Alarm's website was it plainly stated that this would be an automatic renewal or how to cancel service.

11/4/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: When ordered i was told by salesman-machine could be returned and bill would be pro-rated. I was charged 3 instead of one month, used 1 month. My husband was due to have a kidney transplant in August. I wanted the alam because he was home alone, while i worked full time. I ordered and was told by the salesman i could return the machine anytime and the bill would be pro-rated. I returned the machine after transplant in Sept. Since they bill quarterly i was billed through Nov 30th. I was told when i inquired about the bill that that their policy is if returned after charge goes through for the quarter that I have to pay for the entire quarter. Makes no sense as i returned it in September, why should i pay for October & November when they have the machine? Seems like poor business practice and would like a refund for 2 months, since they charged my credit card for all three months.

Desired Settlement: I would like a refund of October & November charges.

Business Response: Initial Business Response /* (1000, 5, 2013/10/08) */ Bay Alarm Medical offers 3 different styles of payment. Customers can pay month to month, every 3 months, or once per year. The longer you commit, the less expensive each month becomes. Every customer is different and each person has their own individual needs. We have customers that have been with us for several years so these customers take advantage of the lower yearly price. Other customers might only need the system for a couple of months so it's in their best interest to go with the monthly plan and have the flexibility to cancel at anytime. Finally, some of our customers aren't sure whether they will need the system for the long haul and decide to get the best of both worlds. They opt for the quarterly option because it's the best balance between price and flexibility. You may cancel at any time. There will be no further charges to your credit card once the equipment is returned back to us. Please note that if you purchase an Annual or Quarterly plan, no refunds or pro-rations will be issued. All payment plans auto renew at the end of their term unless the medical equipment is returned. We offer a 14 day trial period from the date the equipment is received by our customer. The receive date is determined by the tracking information provided to us by the shipping company. This refund policy is on the home page of our website and any customer placing a phone order is advised of the trial period. Customer is entitled to a full refund minus the shipping cost if unit is returned to us by the 14th day. Our customer Mr. ******* selected the quarterly payment term and returned the equipment past the 14th day trial period so no refunds or pro-rations will be issued at this time. Final Consumer Response /* (3000, 7, 2013/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again- I was told by the salesperson that i could cancel at any time and would be issued a refund for any unused time. My husband had a kidney transplant and i didn't know how long we would need the monitor. I explained this to the salesperson and he reassured me that i could return at any time. There was no mention of the 14th day. I can't tell you how many calls i received from these monitoring systems-very shoddy business practice. My husband is not a healthy man and should have the need again i would never call them and i will be sure to tell my family and friends. Final Business Response /* (4000, 9, 2013/10/21) */ Bay Alarm Medical stands by our payment policy and a refund will not be given. Thank you. Thanks!

10/21/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I called Bay Alarm as to why I had not received a refund on the equipment I had returned and was told there would not be a refund. When I realized the equipment would not work for me I immediately called and the person I spoke to said "No problem, please send it back and we will send you a refund". She did not tell me that there was a time frame. I signed up on June 18, 2013 got it in about 10 days and returned it on July 15,2013. I did not receive a refund and when I called they told me it was too late. I asked for a supervisor and ***** responded in the same manner like a robot in a monotone voice and he kept saying the same thing over and over again. Most reputable services give you about 30 days to return something. Not only did I overpay for this equipment for the first three months but paid $13.58 to return it. There was no apology just "that is the way it is". I find their attitude dishonest, uncaring, unreliable and is like they do not realize they are dealing with senior citizens that are getting this service not as a luxury but a necessity.

Desired Settlement: I expect a complete refund since I promptly returned the equipment as I was directed to do.

Business Response: Initial Business Response /* (1000, 9, 2013/09/23) */ Bay Alarm Medical offers a 14 day trial period from the date the equipment is received by our customer. The receive date is determined by the tracking information provided to us by the shipper. This refund policy is on the home page of our website and any customer placing a phone order is also advised of the trial period. Customer is entitled to a full refund minus shipping if unit is returned to us by the 14th day. Our customer Mr. ****** received their package on 6/25 but the unit was returned to our office on 7/22, which was past the 14 day trial period. Thank you! ******* *** Customer Service Bay Alarm Medical *********************************************** Direct ************ - Fax ************ General ************ - Fax ************ Please visit us on the web at www.bayalarmmedical.com! Final Consumer Response /* (3000, 11, 2013/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason I think this company is dishonest is because I paid three months in advance and did not receive one hour of service. On top of that they waited to deny refund until they got the equipment and made us pay for the return postage. I might agree to settle by letting them keep one month of service and refund us two months and postage. This is a great country and we all have to work at stopping people that try to cheat other people especially when they depend on a product for their safety. Final Business Response /* (4000, 13, 2013/10/08) */ We are going to stay firm on our cancellation policy. There is no dishonesty on our part. Thanks!


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