Complaints

This profile includes complaints for Alert1 Medical Alert Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Alert1 Medical Alert Systems

  1000 Commerce Park Dr Ste 300 Williamsport, PA 17701-5400

  
• 

  Alert One Security, Inc.

  11419 Cronridge Dr Owings Mills, MD 21117

• 

  Alert1 Medical Alert Systems

  5225 Carmel Heights Dr Pensacola, FL 32504-8715

• 

  Alert1

  60 S Market St STE 1500 San Jose, CA 95113-2356

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:03/26/2025

  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 returned the medical alert system March 4, 2025 and have followed up numerous times for a refund however no action has happened.

  

  Business Response

  Date: 03/27/2025

  Thank you for bringing this to our attention. We were unable to locate an account with this information. We have reached out to ****** directly at the email provided seeking more information regarding the account with ******************. 

  Customer Answer

  Date: 03/28/2025

  The business is Medical Alert *********************************************************************************************  It is not Alert 1 Medical Alert.

• Initial Complaint

  Date:10/28/2024

  Type:Customer Service 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 purchased an alert 1 device for my mother in law for a protect net while we are not around. When my mother in law needed medical assistance no one responded leaving her helpless. From there I attempted to cancel this account since I paid in advance. And alert 1 charged me two months in advance without my consent. I had to cancel my credit card and submit this for fraud since alert 1 refused to assist. I then shipped back the system to finally be done with alert 1 on 9/10/2024 with a secure package paying $10.40. Months have gone by now and alert 1 is saying they have never received this package and now I owe over 500$ for lost devices. I contacted **** and they advised this packed was signed off for and are running a formal investigation for fraud. The office is refusing to assist stating Im the one responsible for this tracking number and will not help me. I contacted them again today 10/28/2024 and was advised they dont even have the device information in their systems for me, but somehow never received it? This company has charged me multiple times and is refusing to claim ownership for receiving this package. I want this account removed from my name. I have returned everything that was required of me and paid what I owed and they still will not close my account saying I never returned a package they signed off for.

  

  Business Response

  Date: 10/29/2024

  We apologize for any confusion regarding this matter and are eager to help resolve these concerns in a timely manner. 

  Upon review of the account, our records show that the account was established in July 2019 on an annual recurring basis. On the initial term, the account received a free 1 month as per the sign up promotion for joining annually and therefore each following renewal was scheduled for August. The account has since renewed on August 26th of each consecutive year. We believe the confusion regarding being billed "early" may have stemmed from the account paying the 2023 renewal late. (The due date was 8/26/23 and it was not paid in full until 10/6/2023). 

  The original cancellation request to Alert1 was on 8/27/2024, after the 2024 renewal posted. Alert1 provided the cancellation instructions both verbally and via email on 8/27/24 informing the caller that the leased equipment needed to be returned to our office in order to cancel the services. 

  We spoke with the caller again regarding the cancellation request on 9/14/24 in which Alert1 informed the caller that we were still waiting on the equipment return and that our company would offer prorated service cost at the time of cancellation. 

  On 10/28/24, we spoke with the caller and requested a copy of the tracking number so that we can verify the delivery that was claimed to have been on 9/13/24 however the caller was not able to provide the information to our company at that time. 

  Upon receiving verification of the delivery to our office, Alert1 is happy to adjust the account accordingly however we have not received any records supporting this claim at this time. 

  Customer Answer

  Date: 11/18/2024

  I am refuting Alert 1 claims. They never sent me an email to let me know they were billing me. When they did bill my bank caught it as as fraudulent charge and yes the charge was denied and sent back at which time I did indeed cancel the service. They billed me two months ahead of time without any notice through mail, email or on my cell phone. When I asked about returning their product was told that they would not be providing postal service for the return that would be at my expense. Which I did return their product on 09/11/24. Unfortunately, I lost the tracking number but I do have the transaction number from my banking acct. to prove otherwise. 
  
  Respectively, 
  
  ******* ********

  Customer Answer

  Date: 11/21/2024

  I called and left a voicemail, but I wanted to let you know that I called Alert 1. I did some more research about sending products through the mail with ****. If you are signed up with them online and someone sends you mail of any type, there is a Dashboard notification that is sent to the business or recipient that lets them know that indeed they have mail coming to them. With this information, I reached out to Alert 1 and spoke with ******* and asked him about their acct. with ****, to which he admitted that they have an account with them. I asked him to please pull their acct. up and verify that they received my return on their dashboard, he repeated that they needed the transaction number to which I replied just look at your acct with **** and you should see any mail you have received. He finally stated we don't accept that as a source. We must have the tracking number. I am trying everything I can to resolve this case.
  
  Have a great day,
  
  ******* ********

  

  Business Response

  Date: 12/03/2024

  After continued consideration regarding the circumstances at hand, Alert1 has agreed to resolve the matter by closing the account in good standing. Please be informed that Alert1 has terminated the services and therefore the device is no longer in working order. 

• Initial Complaint

  Date:10/25/2024

  Type:Sales and Advertising 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.

  They call constantly everyday all hours they call me while I'm at church on Sunday I've asked them nicely to see calling I've asked them to remove me from their call list I still get calls four or five times a day every day of the week

  

  Business Response

  Date: 10/28/2024

  After further review in our records, Alert1 does not have record of this contact name, phone number or email address in our system. Our main office is open Monday through Saturday from 9am - 5:30pm and therefore we would not be calling on Sunday either. We do not believe this review is in regards to our company.

  If we are wrong, can you please provide us further information to continue investigating this matter? 

• Initial Complaint

  Date:07/13/2024

  Type:Billing 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.

  Beginning of June 2024 I called and asked for information regarding their ER service. I was told they use the best equipment for emergency contact information. The equipment that was sent to me is defective. I contacted tech I was told they will work on it. After testing the equipment 20 times within 2 weeks I wanted to cancel. They would not cancel with me even though I created the account for my sick bed ridden Mother. Even though Mother had chemo and is to sick they rudely insisted on talking to My Mother. I CREATED THE ACCOUNT I USED MY CARD TO PAY THEM. I WANT A FULL REFUND AND CANCELLATION OF THIS BOGUS CON OPERATED COMPANY.

  Customer Answer

  Date: 07/18/2024

  Today I received a package from alert 1. I did not request another device. I specifically informed them by phone and by the BBB I wanted a full refund and a complete cancellation. In order for me to return today's package they set it up I have to purchase the label . Alert 1 needs to send me a free label to return the device I did not order. Issue to me a full refund for failed service. A full cancellation of my account. 
  *********************
  

  

  Business Response

  Date: 07/24/2024

  I just wanted to touch base with you on Complaint ID: ********.
  
  We spoke with **************** and I believe we have resolved this to his satisfaction.
  
  He had mentioned to one of our team members that he would be reaching out to you to let you know.
  

  
  

  Customer Answer

  Date: 07/24/2024

  Thank you ******* for all your kind and patient help.  This morning I received a call from a ***** from account resolutions  alert 1; she apologized to me and informed me that I deserve a full refund and that they are sending a return label to me with no invoice to me and that I will have a full cancellation!  ***** apologized more than once and seemed to be very sincere in her apology.  thank you Ms ******* for the BBB and helping me. May *** bless you.

• Initial Complaint

  Date:02/26/2024

  Type:Delivery 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.

  12/3/2022 I ordered an Alert1 device for a family member who lives alone. She has a history if strokes. She never received the device. ****************** sent the package no signature required and ***** show picture of package outside of senior housing complex gate. The package was never received. The Alert1 device never activated. I notified them several times that the package was never received. I asked fir a replacement device and delivery requiring a signature but they refused to help in this way. They are trying to make me pay for item not received $241.12 due 3/3/2024. They are sending me to collection $680.51 due 3/8/2024. This is financial elder abuse. No Alert1 necklace device received.

  

  Business Response

  Date: 02/27/2024

  Thank you for bringing this matter to our attention. We have reviewed our records and would like to share the timeline of events that have resulted in the current matter. 

  We acknowledge that an order was placed by *************************** ***** on 12/3/2022 which included our On ************* device with added fall detection as well as our Lockbox. (Shipment# IF192076). Per ***** tracking, the package was delivered to the requested shipping address on 12/7/2022. 

  On 1/28/2023, Alert1 received a call from ***** to inform that they had not received the equipment but she did acknowledge receipt of the Lockbox from Alert1. Our team informed her that both items were shipped in the same package and therefore if the lockbox was received, the device should have been received as well. Per our records, ***** was going to double check with the person who the services were intended to be used by and reconnect with Alert1. 

  On 3/2/2023, Alert1 received a call from ***** requesting a refund of the purchase made in which Alert1 countered with offering to send a replacement package. ***** declined this offer and stated that she would be disputing charges from Alert1. 

  From September 2023 through January 2024 Alert1 made several attempts by phone, email and certified mail to reach both the person intended to use the services as well as ***** who was designated to pay for the services to no avail. 

  On 2/13/2024 ***** contacted Alert1 inquiring why the account was still open which we explained that the account was never closed per our Service Terms & Conditions. We had offered replacements previously which were not accepted and we offered to replace the equipment again at a discounted fee which was again declined. 

   

  At this time, Alert1 would like to offer to waive all previous balances owed, send a replacement package to the member at no charge and continue services moving forward. The account may resume service billing as of March 3, 2024. 

  391654671400

• Initial Complaint

  Date:01/29/2024

  Type:Billing 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.

  1. I engaged Alert1 in mid February of 2023 for fall protection services conract for my elderly mom who lived alone iin another state. 2. My mom did not wearing the fall alert pendant or keep it charged. 3.Because of her noncolmpliance, On May 14 or 15, 2023, I called Alert1 and noted that we needed to cancel service and requested cancellation instruction which I have attached. They were sent on May 16 by ************************* from Alert1. Please note that this service is billed in advance so I called prior to the billing date.4.On May 15th, the service was not active I did not receive any low battery notification after this date and on May 16th, the pendant and charging stand and instructions was placed in the mail.5.Around August 7th I realized that I had not received a cancel notice so I called and spoke to their customer service and was informed that they never received the package. I provided the tracking information which showed delivery (I followed the cancellation instructions exactly). I never heard back from them so I wrote an email to them on August 9. To date, there has been no response.6 I filed a dispute with my credit card company because Alert 1 continued to bill me. Following the credit card investigation, they reimbursed me for charges from Alert1, well after the account had been cancelled and fall pendant returned.7. Altert1 then later in the year charged my card again for the $156 that the credit card company ruled I didn't owe. They did this with the credit card info they had on file.8. Since then, Alert 1 is saying that I own them $716.79 and has turned this situation over to a ****************** There is no itemiztion of the charges whatsoever.What i would like to see happen as a minimum is :-Alert 1 clear all of their made up charges -Delete my credit card information that they have on file -Cease to contact / harrass me over this matter as I owe them noting.

  

  Business Response

  Date: 02/26/2024

  Thank you for bringing this matter to our attention. Alert1 has been able to speak directly with ******************************* and resolve this matter to his satisfaction. Alert1 provided supporting documentation to the charges in question and ****************** agreed to pay the balance. 

• Initial Complaint

  Date:01/17/2024

  Type:Billing 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.

  My mom, *************************, passed away 10/22/2023. Alert1 was notified. They have since received their fall detector and charger. I received a letter from a collection agency, ********** Collections, dated 1/11/2024 for $114.56. This supposed debt was submitted to them after they were notified of my mom's death. They were also notified she had no assets nor land at the time of her death.

  

  Business Response

  Date: 01/22/2024

  Thank you for bringing this matter to our attention. First and foremost, we wish to extend our sincere condolences to you and your loved ones. We would like to reassure you that Alert1 has previously waived all billing on the account and terminated services. We apologize for any letters that may have crossed in the mail. 

• Initial Complaint

  Date:11/25/2023

  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.

  Canceled service for my mother ******** ******** Sept. 28 2023 and was expecting a refund for the remaining amount of the year contract. Was charged for another year after I had canceled service. called medical alert several times and keep getting transferred from one department to another. Was told I should see a refund several time to no avail. today is November 25 2023 over two months since i canceled the service and still no refund. please help.

  

  Business Response

  Date: 12/04/2023

  We are sorry to hear of your less than stellar experience. The information provided does not match any previous memberships with Alert1. With the mention of "medical alert" in your review, we believe you may have mistaken us with another company. If you believe the correct company is Alert1, we encourage you to contact our Member Care team by calling ************ option 2 for Member Support so that we may assist you with this matter. 
  Regards,
  Alert1

  Customer Answer

  Date: 12/12/2023

  Service was canceled and medical alert charged my credit card and will not refund my money after contacting them several times. They keep telling me it takes 30 days to process the refund and that was 4 months ago.
  
  Desired Resolution:
  Billing Adjustment

  Customer Answer

  Date: 12/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  Service was canceled and medical alert charged my credit card and will not refund my money after contacting them several times. They keep telling me it takes 30 days to process the refund and that was 4 months ago.
  
  Desired Resolution:
  Billing Adjustment
  
  
  Regards,
  
  
  
  ****** * ********

• Initial Complaint

  Date:11/06/2023

  Type:Billing 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 June 29, 2023 I ordered a medical alert device for my 76 year old mother who lives alone in San Antonio, Texas. I was told there was no fee for the equipment and was charged $48 for the monthly service fee. She received the device on July 1st, opened it, hated it because it was much larger than she was expecting. She never even charged the device. I contacted Alert one and told them we were disappointed and would like to send the unit back. I was told if they received the unit by July 28 I would not be charged next months service fees. My brother helped my mother package up the device, following Alert 1's instruction and mailed the unit back on July 10th, track# ************. On July 12th *** ** lost track of the package and Alert 1 never received it. At the end of July I was charged another $48 for monthly service fee resulting in me closing my card account. I have had numerous conversations with alert 1 and even emailed them pictures of proof of the return. They told me they would file a claim with FedEx and that I should not be charged the $300 they are now requesting for equipment fees. Last week I received a phone call demanding fees again saying that we returned the package incorrectly and that they were going to turn me into collections if I did not pay them $300. I do not owe them this money, if anything they owe me for the last service fee. We returned the item exactly as they requested and I do not want this to ruin my credit. Please help.

  

  Business Response

  Date: 11/06/2023

  Thank you for bringing this matter to our attention. Upon review of the account, Alert1 would like to reassure that after receiving confirmation from ***** losing the package, Alert1 did in fact agree to waive all equipment fees and close the account. This account was closed effective November 1, 2023. 
    Show BBB Messages

• Initial Complaint

  Date:07/14/2023

  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 an Alert1 system sometime on 6 December 2022. I made all monthly payments by EFT. The system never worked properly. After the system erroneously contacted the police, fire department, ambulance and my emergency contacts, who came running to my house in the wee hours of the morning, the company called and told me the system was not working properly, I was not to use the transponder they had sent and they would send me a new one. I received the new one about two weeks later. I never opened it. They sent me a return delivery service label. On 8 May I returned the new sytem and called and canceled my subscription ( also emailed. I was still being charged as of July. I stoipped payment of the EFT and the bank investigated and refunded me $116.00 in unearned charges. They are still billing me. I have called and emailed. In an email someone stated there wwere charge backs, but did not answer me when I asked what the chargebacks were. They are now saying I owe them $218.00 in arrears, and charged me an additional $45.00 in new chrages. I don't believe I should payt anything for a system that never worked properly from the get-go.

  

  Business Response

  Date: 07/31/2023

  Thank you for bringing this matter to our attention. We are sorry to hear of your less than stellar experience with Alert1. After reviewing the account, we noticed that there is already a pending settlement being worked out with our company. Per the records, the equipment was never received back to Alert1 and therefore, we have agreed to resolve this matter by waiving all services charges and only charging for the missing equipment fee. The credit card provided for this settlement declined and we have been unable to reach ********************************** since. In order to stop future billing and close the account, we must receive the equipment fee paid in full. Please contact our Member Care department at your earliest convenience to resolve this matter. Our office hours are Monday through Saturday from 9:00am - 5:30pm EST. You may reach us at ************ option 2. 

  Regards,

  Alert1

  Customer Answer

  Date: 08/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I accept most of the response. Except that I was never notified that the card declined. I did call back because I never got a receipt. I gave them anew credit card and the issue is now closed.
  
  Regards,
  
  *******************************