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Business Profile

Personal Emergency Response Systems

UnaliWear, Inc.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/27/2024

    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 purchased the Unaliwear fall prevention watch for my 89 year old mom, based on reviews.Their website says: The Only Watch with RealFall "Smart Fall Detection limits false alerts learn more Protects 24/7: No need to remove to charge 3 Ways to Activate: Button, Voice and Fall Detection Goes where you go: Bed, shower and nationwide with GPS 30-Day Money Back Guarantee There was no * next to "money back guarantee" to indicate that they were not returning ALL of the ******** mom did not like it (too big for her tiny wrist), and I returned it almost immediately.They charged a $75 restocking fee.The only reason we went ahead with the purchase was because of the money back guarantee, and the A+ rating they advertised with BBB

    Business Response

    Date: 01/21/2025

    We are sorry Ms. ********* was confused regarding our money-back guarantee. That is certainly not our intention.  On our site where we mention the money-back guarantee, there is a hyperlink to this full description:
    30-day Money-Back Guarantee
    If equipment is returned undamaged and fully functioning within the 30-day trial period (from date of shipment to date of return), UnaliWear will provide a free return-shipping label and refund your entire purchase, minus a $75 restocking fee.

    In addition, this same content is shown during the checkout process right before the buyer orders on our website (you have to check a box to indicate you have read this and a few other important elements to the purchase prior to the purchase going through). Finally, this same content is on the receipt that is emailed to the buyer post-purchase, as well.

    We charge a restocking fee because whenever anyone orders we are sending out a brand new watch and equipment, doing all customized set up in our facility before it ships out - so it works out of the box - as well as pay for shipping both ways if the return is within 30 days. 

    The above said, we are still sorry that Ms. ********* feels we did not do an effective enough job of communicating this element of the purchase and will review all our procedures to do what we can to add even more clarity. We would like to point out that this complaint is quite rare, but we are still taking it seriously.

    Finally, we are most disappointed that Ms. *********** mother did not like her Kanega Watch and truly hope you find an alternative option that gives you the peace of mind you deserve.

  • Initial Complaint

    Date:10/10/2024

    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.
    Complaint: 22406588



    I am rejecting this response because: I have not received a refund to my credit card. 



    Regards,



    Margo Miller

    Business Response

    Date: 10/10/2024

    We are sorry to lose Ms. Miller as an active Kanega Watch wearer. She returned her equipment on August 30th and she then disputed the $779.40 charge for the next year of service from her renewal date earlier that month. Despite the fact that we provide refunds only on the full months of unused service remaining on a plan year, and her equipment came back within the first month of that plan year, we accepted her dispute for the full 12 months of service and those funds were put back on her credit card. Our standard refund process is 30 days from the date of return via check. However, in this case, she disputed the charge on her card within those 30 days and we accepted that dispute, so we voided the check that was being mailed to her, since she received her refund via her credit card company. If she has any further questions, she can contact us at 888-343-1513. We wish her all the best and finding a medical alert device that will give her the 24/7 peace of mind she deserves.

    Business Response

    Date: 10/11/2024

    We understand your concern. Please contact your credit card company regarding status of your refund. We have accepted your dispute, so we have done everything on our end to get this processed back on your credit card. The time for this to happen is now up to your credit card company. When you call, they can confirm that we have accepted your dispute. All the best and stay well and safe.

    Customer Answer

    Date: 10/17/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 22406588, and find that this resolution is satisfactory to me.




    Regards,



    Margo Miller
  • Initial Complaint

    Date:04/01/2024

    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.

    Complaint: 21510367

    I am rejecting this response because:

    the charges that were made in error have not been received by my bank, or by myself in any means.  The company indicated they would refund the charges, but so far nothing. 

    Regards,

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

    Business Response

    Date: 04/05/2024

    We have been in communication with **********************, apologized for the billing oversight, have reconfirmed that the subscription for our service for ******************* is fully cancelled (so no additional charges will be incurred) and are in the process of refunding the additional subscription charges incurred on her account by mistake. Regarding the personal information, we have deleted the credit card information on file. As to the additional personal health info, this is stored on Amazon's HIPAA-compliant servers, so we need to research any approved process of deletion (this request has never been asked by any previous wearer). When we determine the options to do this, we will reach back out to **********************. Thank you.

    Business Response

    Date: 04/12/2024

    A check for two months of service, for a total of $139.90, was issued and mailed to ********************** at her address in ******** on 4/9. We look forward to this resolving this matter to her satisfaction. Thank you.
  • Initial Complaint

    Date:03/21/2024

    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.
    I purchased a watch for my mother for approximately $500. It was not noted that in order to disconnect the service, I would have to purchased said watch. My mother has not been able to use the watch successfully, letting me know that it hasn't worked for several months, and that she was cut by the watch band. I reached out to the company to end service, and they informed me they would not discontinue billing me for a service that has not been used for several months until they received the watch back. My mother is elderly with limited resources in another state, and is unable to get to the post office on her own. I was unaware that I was 'renting' this watch from the company. Despite cancelling the service, and acknowledgement that the company has been aware her watch has not been working for several months, they have charged me $209.85 yet again on 3.19.2024, and apparently plan on doing so indefinitely. Beware that the initial purchase price is just a hefty rental deposit, and if you report an issue this company will respond with praise for their product, denial anything could be wrong on their end, and an effort to sell you a new watch band. I've spent hundreds of dollars on a dead watch.

    Business Response

    Date: 04/02/2024

    Please see attached screenshots of 3 emails:
    1. Our response to ************* on 3/27
    2. Her immediate response to our email
    3. Our response to her response on 3/28 (with no further communication from her since then)

    We are looking to try and resolve this situation in a mutually beneficial way. The issue we are having is our terms of service are quite clear: We require the equipment to be sent back in order for service to be canceled. We are looking to either arrange (at no cost to ************** or her mother) pick up of our equipment or we'd also happily look for a way to address ******'s and her mother's concerns regarding the performance of the Kanega Watch, even replacing the band with our premium option for free, if that is still an option to have her mother continue service. 

    We look forward to ***************** response and resolving this matter quickly and amicably.

    Thank you,

    UnaliWear Customer Success Team

  • Initial Complaint

    Date:02/12/2024

    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 a watch after five months of service. They had replaced my watch at least four times due to various malfunctions. Their customer service the first few months was outstanding. In November and December of 2023 I could not hardly reach customer service. It took a month to get them to send me the return label. I shipped it ***** on Jan 16, 2024 per their instructions. I returned the watch, the battery charger and five batteries. I packed these items securely with plenty of cushioning around the items. I finally received an email on 2/6/24 re: my refund. The calculations were confusing but stated that they could not fully refund because the watch and the batteries were broken when they received them. This is highly unlikely! Their calculation started with "you paid $719.40" for my annual plan. I paid $918.40 for my annual plan! I have credit card records to verify this. Then they subtracted (from the incorrect starting figure) $199 for the "broken watch" $80 for the "broken batteries." They accused me of swimming or bathing with the watch because it was wet inside. Again, impossible as i do not swim or use bathtubs. I did shower which is allowed with their watch. If life was fair I would be refunded at least partially from the beginning as each watch had some sort of malfunction. I feel like I am being ripped off when they start their calculations with the wrong amount that I had paid upfront! I truly believe that what I should pay is 5 mos of service @ $69.95 per mo = $349.75. My refund would be $568.65. Their story about the watch AND batteries being broken is their word against mine unfortunately. But I know that I packed the items carefully and I didn't swim with the watch! I chose this company back in August 2023 because of their excellent Consumer Reports rating. They are no longer even on Consumer Reports! Thank you.

    Business Response

    Date: 02/29/2024

    We responded to ********* last week. See attached screenshot of email we sent her. We can see from our system that she opened the email (screenshot also attached). We have not yet heard back. Please advise any thoughts on next steps. Thank you.
  • Initial Complaint

    Date:02/12/2024

    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.
    Watch didnt function properly. This resulted in Unaliwear sending us a replacement watch. In total we received 5 replacements. Watch still didnt work. On one occasion- watch supposedly detected a fall, and police came banging at the front door - no notice, no phone call, just police; there was NO fall. When I actually DID FALL, the watch didnt do anything! 100% unreliable, numerous replacements and a total waste of money. We returned everything and were told we would receive a refund. Now that I paid to return everything to them, they are refusing to send a refund

    Business Response

    Date: 03/13/2024

    We have responded to Mr. ******* with a detailed review of how we did our best to make him a happy and protected customer while with our company. We have offered a refund resolution well beyond our standard terms and conditions that we hope he accepts and allows us to resolve this outstanding complaint as promptly as possible. Thank you. - UnaliWear Customer Success Team
  • Initial Complaint

    Date:01/11/2024

    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.
    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.

    Regards,

    ************************* wearing her Kanega watches, and it did not trigger an alert. I then did a series of test falls, and still no alert. That was enough for my mother-in-law and me. False comfort. Poor design. No cellular reception. Failure to trigger alerts when falling. Limited support (albeit very friendly and courteous). I informed Unaliwear that the watch did not work as intended and that we expected a full refund. They said yes, in writing, but then reneged after we returned the watch. My mother-in-law paid $918.40 for the year up front, but received only $579.50 back. We tried to resolve the matter amicably, but they pointed to standard contract language and ignored their written promise of a full refund. We are now escalating the matter. Very poor form. We are requesting that Unaliwear return the $338.90 still owing.

    Business Response

    Date: 01/12/2024

    Per email sent to customer several days ago (attached), prior to receipt of this BBB complaint, a refund for the disputed amount is being issued. We wish the customer success in finding another company that can best serve their needs.

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