Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mobile Help Device advertised a referral bonus program for their customers. I referred a friend and have been seeking to collect my $100 referral fee for the last six months. I have attempted to work with Mobile Help on multiple occasions for a resolution on this issue to no avail. The last response from Mobile Help was that the referral check was mailed on April 5, 2023. Today is April 20, 2023 and when requested to have the check reissued, I was informed that they cannot reissue the check without charging me a $30 cancellation/reissue fee. This is absolutely unacceptable and is false advertising at a minimum. Further, if this business is in the space of assisting elderly customers, this treatment borders on elderly abuse and needs to be rectified immediately. I will also be seeking to file additional consumer advocacy reports against this company. Mobile Help Website: www.mobilehelp.com Phone: ************** My Account: *******

  

  Business Response

  Date: 05/22/2023

  This response is for the BBB complaint submitted on May 19,2023:  We spoke with ****************** on April 20, 2023, after she submitted a review on the BBB website regarding not receiving her referral check.  We explained to ****************** that a referral check was mailed to her on April 5,2023. Since she indicated she had not received it, we advised her we would investigate and call her back.  We found that the original check we sent to her had not been cashed.  We called her on April 21, 2023, and left a voice mail that we would be sending a replacement check in the amount of $100 (at no cost to her) the following week.  We called her on April 25, 2023,and left a voicemail with the ***** tracking number ************ for the replacement check .  The check was delivered to ****************** on 4/27/23 at 1:34pm.   After receiving this BBB complaint on May 19, 2023, we contacted ****************** and confirmed receipt of the check.  She indicated that she was holding on to the check but had plans to deposit it this week.  She said that she appreciated the follow up.  MobileHelp considers this matter closed. 

• Initial Complaint

  Date:05/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased through MobileHelp a plan so that should my mother fall or need help, we would be notified. My mother fell on May 1, 2023 and was on the floor for over 7.5 hours before someone found her because the life alert that she was given to u se was never activated. I have called three times now to MobileHelp who have informed me that there was a mix up with the alerts due to service being changed and that her alert was never activated. I was told twice that my concern would be escalated and that someone would contact me and they never did and then I was told that a supervisor would be in contact with me and they never returned my call. This company is supposed to help elderly people but someone did not activate the device and my mother suffered because of it. This is system is not cheap and we trusted them with my mother's life. I deserve a full explanation of what happened, a return phone call and a reimbursement of my money for the last year that the device did not work.

  

  Business Response

  Date: 05/18/2023

  On 4/28/2022 ************** called in to request an upgrade to our Solo system as she wanted her mother to have a mobile device.  She was advised at that time that we would send her the upgraded Solo system and asked her to return the original equipment and accessories.  On 6/5/2022, we spoke with ************** to setup and test the new equipment, which was performed successfully.  We advised her to please return the old equipment using the ** mail return label that we provided with the new equipment.  In reviewing our system for the equipment returned, ************** returned the base station but did not return the original fall detect pendant that was paired with the base station. On 5/1/2023 ************** called to advise that her mother was on the floor for an extended period of time and the equipment did not work. After reviewing the account, it was determined that she was wearing the inactive fall detection pendant that we requested her to return to MobileHelp.  We did call ************** back on 5/2/2023 at her request and left a detailed message.  She called again on 5/12/2023 to request cancellation of the account.   We advised her that the billing would continue until the equipment was returned to MobileHelp as per the Terms and Conditions of service.  We made a 2nd attempt to reach her on 5/13/2023 regarding her concerns and left another voicemail.   In order to resolve this matter a full refund of the May 2022 payment of $550.80 will be processed upon receipt of the equipment. 
  

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20052551
  
  I am rejecting this response because:  I would like to know where detailed messages were left because they absolutely were left with me so that is not true.  In addition, I was informed that on the first day that I had called about my mother's fall, I was informed that there was mix up between the two that there was a mix up with the fall detection button and the push button that she originally had because the battery was low and within days of receiving the new system the correct fall detection button was not activated.  I returned all equipment that I was informed to return and nowhere did anyone ever state to me that something was not received.  Everything was returned and if it wasn't why would they not have informed me.  Again, there were no detailed messages left for me and they are not taking responsibility for their mix up because everything was returned as they requested.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/19/2023

  We are unable to explain why voicemails left with ************** were not received on 5/2/23 and 5/13/23. We called ************ on both occasions and left voicemails.  Our recording of those calls shows the first call was 2 minutes 2 seconds and the second call was 43 seconds. We apologize for any misunderstanding concerning which equipment needed to be returned which resulted in her mother using the original equipment and not the new equipment we shipped.  As per Ms. ****** request, we will process a full refund of the amount she paid in May 2022 ($550.80) upon receipt of our equipment (Mobile Device and Fall Detect Pendant) at our warehouse.  MobileHelp believes we have complied with the request.

  Customer Answer

  Date: 05/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  All equipment will be returned during the week of May 22nd.  I live in MA and need to go to ** to retrieve all equipment from her.  Thank you.  I will expect my full payment as you stated.  Thank you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/03/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father passed away in October 2022 unexpectedly. He paid an absurd monthly fee for Mobile Health life alert type monitor- that he never used. The auto-debited payments from his account and before I realized he even had the service. I called them and explained he was deceased and that we would be canceling the service. They were so rude and insensitive. They said they would not stop debiting his account until the equipment was returned to them. My father was 75 yrs old and on SSD. What a disgrace they take such financial advantage of vulnerable elderly out of fear. I sent back the equipment, they state they have never received it. They are now calling ****************, my cell phone and my place of business (which is illegal). They are stating his bill is passed due. He is deceased. How horrible a company to have no morals. They were paid for months after he passed away. I think that can be considered whatever they think their final payment is. I want this resolved and I want them to stop calling me at home and work.

  

  Business Response

  Date: 05/04/2023

  We apologize for ****************** experience and extend our condolences.  ****************** called MobileHelp on 11/9/22 to cancel the account after the subscriber had passed away.  As per the terms and conditions of service, the representative explained that the billing would continue until the equipment was returned to MobileHelp.  Our records indicate the equipment was not returned so follow up calls were made to the telephone numbers on file.  In order to expedite resolution of this matter, we will write off the missing equipment and close the account immediately.    

  Customer Answer

  Date: 05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I want to add that I had asked several times to speak with a supervisor when I received phone calls and was repeatedly told they would take down my information and have one contact me, which never happened. If further contact from them could have happened I could have resolved this without filing this complaint. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a call about sending back equipment that was paid for by **, but never received. March of 2022. My wife has never received this equipment. She had been in a nursing home for 1.5 years. She passed away July 23,2022. They wanted to have their equipment returned. It was sent to ********************************************************** It was never forwarded by the postal service. I CSNNOT RETURN ANYTHING THAT I NEVER RECEIVED IN THE FIRST PLACE. THIS IS BECOMING HARASSMENT. *********************** *********************************************************************. ************

  

  Business Response

  Date: 03/21/2023

  The customer originally signed up for service on March 14, 2022.  Our records indicate that the MobileHelp equipment has not been used so we will write off the missing equipment, cancel the account and cease any further collection activities.

• Initial Complaint

  Date:02/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 13, 2023 I initiated the cancellation of my mothers contract, as she was in a nursing home. We did not have equipment. I was told how much I had to pay as a penalty for not returning the equipment. I paid the amount which was debited from my account January 18th. On January 31st, 2023 she was charged her annual service fee even though I had cancelled the service. Shes on social security income and this ******** her account. I called and was told they only issue refunds once a month and it would be refunded on February 13th, 2023. As of February 21st, 2023, we still have no refund. After numerous calls and hours on the phone, they say theyve issued it and theres nothing more they can do. Her bank has no pending deposits from this company.

  

  Business Response

  Date: 03/02/2023

  The customer contacted ********************** on January 13th to cancel the account and pay for the lost equipment.  He paid for the equipment via *** checking account.  There is a 10 business day hold on all *** check payments so the account was cancelled on January 30th.  The renewal payment of $157.35 was erroneously processed prior to the cancellation of the account.  That payment was processed to the *** checking account on file ending in **** and prompted another 10 day hold until the funds cleared.  On February 14th a refund in the amount of $157.35 was processed to the checking account ending in ****, Transaction ID number **********.  We made several attempts to reach the customer by telephone and e-mailed him this information to confirm the refund was processed.  We sincerely apologize for any inconvenience this may have caused.  

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The account is in my dad's name, *************************. I put my mom's name ***** on the first page as my dad passed away 11/9/22. I am submitting this claim for her as she is almost 80 years old and would be difficult for her to do. I am her son ***********************. My dad had a 2 year plan with Mobilehelp that cost hime $549.55. He used the device up until his passing for about 7 months. My mom called the company and explained the situation and they told her to return the item and they would get her a refund for the un-used time. Based on the total cost divided by 24 months it is about $22.90 per month, for 7 months of usage would be $160.30. My mom called them about a month after we sent it back to get an updated on the refund and was told they sent a check for $163.73. She asked to speak to the manager which was ************************* because she thought the refund should be much higher than what they sent. He basically said that was all he could do. I also called and spoke with him and gave him the above math and said I thought the refund should be around $300, and I was taking into account that maybe there was a re-stocking fee, as the balance for the un-used time was $389.25. He refused to do anything more. My mom lives on a fixed income as most adults her age. We don't expect to get $389.25 back but the $163.73 is not right. Please help.INVOICE # IV21949200 INVOICE DATE 5/24/22 CUSTOMER # ******* THANK YOU,******************* ************ ***********************************************

  

  Business Response

  Date: 01/20/2023

  The customer signed up for the ********************** Solo system with fall detection on an annual plan which carries a cost of $549.55.  The invoice referenced in this complaint shows the plan as SOLO 12M (+2), which means the customer would receive 14 months of service not 2 years.  According to MobileHelps Terms and Conditions which is listed on our website under the Term and Termination section, When requested by you at time of termination, if you have a remaining balance of $15.00 or more, you will receive a prorated refund, based on the non-discounted rate, after we receive your complete System. The proration calculation is based on the number of full service months remaining.  The refund issued in the amount of $163.37 is based on the non-discounted rate for the unused time left in the plan.  As a courtesy, we will issue an additional refund in the amount of $111.43 to close this matter.

  Customer Answer

  Date: 01/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a mobile alert system for my mother with a yearly renewal. In September we canceled the service about 4 months after I paid the annual fee. Mobilehelp told me when I canceled that when they received the equipment they would initiate my refund, at that time they told me to the payment method I had on file. I didnt receive it, I called and asked why I hadnt received it and they said it was sent in check form to the wrong address, they would not issue another check for 90 days. I asked for the original form of payment to be refunded and they said they cant do that, despite their website not mentioning that and despite the first call I made when I canceled. On the second call to customer service their representative said I would get the refund on my card, I didnt, so I called again, on this third call they said they would absolutely not refund my card and they would not re-issue the check for 90 days. They told me at the time the 90 days ended on January 15th, which is not the date they received the equipment, they received the equipment on October 6, 2022. I called today January 18th to follow up, I was told that they would not re-issue the check until January 25th, 90 days from the date they had sent the first check. Summary:Call one, the original form of payment would be refunded when they received the equipment, It wasnt.Call two, was told that the refund would only be issued by check, but the agent put me on hold for quite a long time, returning to tell me they would refund my credit card. They didnt.Call three, was told they would absolutely not refund my card, only issue a check after 90 days, while this policy is no where on their website. They said the check would be issued on January 15th, it wasnt.Call four, was told that they would not issue the check until January 25th, when they had sent the first check 90 days ago.Its only ****** something, why is it so hard to get my money back?

  

  Business Response

  Date: 01/19/2023

  We apologize for any confusion and inconvenience to the customer.  A replacement refund check will be sent via ***** next day service on Tuesday, January 24th.  We will contact the customer to provide ******************** information once it ships.  We are unable to issue a refund to the credit card since the original payment was processed more than 120 days ago.  

  Customer Answer

  Date: 01/20/2023

   
  Better Business 

  whatever

  
  
  Sincerely,
  
  ***********************