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:03/07/2025

  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.

  My Mother has used Bay Alarm for four years now since my Father passed away in ******* December, we moved my Mother from her residence to my residence.I called on Dec 28th to cancel her services. They acknowledge having received that ********** January they contacted me to see if I wanted to "transfer services" but they said they were unable to complete that in my new location and that someone would contact me, and to "hold on to her equipment".In early February, they said the services could not be transferred because I didn't have a land ******* late February I called again to ask about returning the equipment. They said to hold off because they now COULD transfer the services with a cellular service ********** we finally set up the new services.I asked for a refund of the charges from 1/8 and 2/8 when the services were cancelled.They said I "didn't follow the correct steps to cancel" and they therefore WOULD NOT BE ISSUING ANY REFUND",

  

  Business Response

  Date: 03/18/2025

  Hello,
  We would like to begin by offering our sincere apologies for any confusion or inconvenience experienced by **** and ****** *****. We deeply value our customers and are committed to providing Compassionate, Accountable,Respectful, and *************** while ensuring transparency and fairness at all times.

  
  After thoroughly reviewing the account, we found that ****** ***** initially contacted us on December 27, 2024, to begin the cancellation process. During this conversation, she was provided with the necessary steps to complete the cancellation, including instructions for the account holder to sign and return an email that was sent to the email on file, which appears to be Evelyns email address, along with returning the equipment.

  
  On December 30, 2024, **** ***** contacted us regarding his mothers move to a new address and inquired whether the device would work at the new location. Our representative confirmed that the device would function at the new address and advised **** to call us once they were settled, so we could update the address in our records.
  On January 2, 2025, **** contacted us again after receiving the forwarded cancellation email from his mother. Since he had previously indicated that the service would continue at the new location, no further action was required at that time. On this day, **** also had a conversation with the *********** where he thought we were proceeding with a cancellation due to the letter he had received from his mothers email which was no longer in effect since he told us he wanted to keep the service on 12/30/2025.

  
  However, on January 13, 2025, **** informed us that they had recently got rid of the landline service [for our landline option] at his home and that there were no nearby cell towers, which led to the decision to proceed with canceling the account. And sent the following email with the instructions he needed in order to successfully cancel the account (both letters sent in December 2024 and January 2025 are attached):
  *****
  Dear **** *****,
  We received a request to cancel all services on Account # ******.
  Reply directly from ***************************** with the full name of the Account Holder (referenced below) to confirm the following statement:
  I, **** *****, am an authorized person on Account # ****** and authorize the cancellation of the following services:
  SOS In-Home Medical 4G LTE Base Unit - 4G083179
  Leased (Equipment Return Required)
  Power Off Instructions
  Additional Information
  For safety purposes, the emergency monitoring service remains active until we receive signed confirmation. To avoid further charges, we will need to receive your cancellation by your next bill date of 02/07/2025.
  You have 21 days from your cancellation confirmation date to return any Leased Equipment to our address listed below. Please note if we do not receive the equipment postmarked within 21 days, you will be charged $299.00 per device. We recommend that you obtain a tracking number for your records.
  If you are not the account holder, please attach a copy of your ********** of Attorney).
  Please call us if you have any questions or concerns. We can be reached at ************ We are available Monday Through Friday, 8a.m. - 5p.m.
  Thank you for choosing Bay Alarm Medical.
  Sincerely,
  Bay Alarm Medical
  *****

  
  On February 13, 2025, we called 2 phone numbers listed for the account to advise that we wanted to advise there is still a pending cancellation request on file and that the account remained open until he replies to the cancellation email or calls us for further assistance and were able to leave this message as a voicemail on at least one phone number. We later received a call on this day from **** where he was advised that due to not receiving the signed email letter back nor the equipment, the account was not closed. He advised us that he was interested in keeping the equipment and we advised that the network maps show there is some 4G in the area and that he needs to set up and test to make sure it works. **** said he would call us back the next day.

  
  Then on 3/7/2025 we received a call from ***** to set up the equipment and test the equipment. After completing the setup and following any troubleshooting the device tested and was deemed to be in good working order. On this same day, **** called us after ***** to ask for refunds for January and February. We advised that he had wanted to cancel but had decided to keep the service. He advised that he didnt set up the equipment until this day and had requested cancellation since December 28th. We advised that the monitoring service was still in effect due to neither receiving the email cancellation nor the equipment. **** advised that he did not return the equipment because he was advised he could use it in his home but had not set it up until this day (3/7/2025) and that he would be consulting a lawyer.

  Per our records, **** requested cancellation and did not proceed with the process as outlined above and also called back several times to advise he wanted to keep the services and did not follow through on the cancellation process on 2 occasions that he received the cancellation email.For these reasons we do not owe a refund but will make a one-time courtesy credit to resolve the situation and as a gesture of goodwill, we will apply a courtesy credit of $34.85 to the account which they can see on their dashboard once they agree that this is a suitable resolution and reasonable for both parties.
  
  Sincerely,
  Bay Alarm Medical

  Customer Answer

  Date: 03/18/2025

  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:10/23/2024

  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 am filing this complaint against Bay Alarm Medical. I subscribed to their medical alarm services, and during a medical emergency, Bay Alarm Medical failed to follow proper protocol by not making the necessary additional calls to assist me. As a result, the *************** had to break down my door to provide the medical assistance I needed.This organization exploits elderly, vulnerable, and disabled individuals by charging fees while endangering their lives.This failure not only caused significant damage to property but also resulted in emotional trauma. I am seeking reimbursement to cover the damages, refund and the distress caused by this incident.

  

  Business Response

  Date: 10/25/2024

  Dear BBB Representative,
  
  Thank you for giving us the opportunity to respond to this matter. We want to express our deepest concern for the distress the customer felt during the ********************** alert signal that we received. We understand that such an event must have been incredibly challenging, and we genuinely empathize with the emotional and physical impact it may have caused.
  
  At Bay Alarm Medical, the safety and well-being of our customers are our top priorities. We have thoroughly reviewed the incident, and our records confirm that our response team followed the established protocols, which are designed to provide swift assistance during such alerts. We always err on the side of caution to ensure the safety of our customers.
  
  In this situation, the ***************'s decision to force entry was made to provide urgent care. We support any decision made by emergency personnel when it comes to ensuring the immediate safety of our customers.
  
  On November 6th, 2022, our monitoring center received a medical alert signal from the customers device. 
  Upon receiving the medical alert signal from the customer's device, our monitoring center immediately initiated our protocol by attempting to connect through the base unit through the built in speaker. When we were unable to establish contact, we then called the customers house phone, which also went unanswered. Given the urgency of the alert and the lack of response, we dispatched emergency services to the customers location to ensure their safety.
  When the emergency responders arrived, they assessed the situation and made the decision to force entry in order to provide aid because our customer did not provide an alternate way to enter. To prevent this in the future, we have offered her a complimentary Key Lock Box, which she is welcome to accept at any time to provide peace of mind. These devices securely store a key to the residence, which authorized emergency responders can access to enter without causing damage.
  
  While we are unable to offer reimbursement for the damages, we are committed to ensuring the customers peace of mind moving forward. To that end, we propose the following measures:
  1.Provision of a Lock Box: We are pleased to offer the customer a complimentary Key lock box. 
  2.Additional Communication Method: To improve our communication capabilities, we are prepared to work with the customer to set up a third method of contact, such as their cell phone. This would be an addition to the base unit and house phone, increasing the likelihood of successful contact during emergencies.
  By implementing these measures, we aim to enhance the customers experience and provide greater reassurance in our services. We remain dedicated to working closely with the customer to fine-tune their emergency response plan based on their specific needs and preferences.
  We appreciate the opportunity to address this matter and look forward to resolving it in a way that provides the best support for the customer.
  

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 22462257
  
  I am rejecting this response because:
  
  Thank you for your response. I appreciate the offer to provide a lockbox and an additional contact method, as I understand that Bay Alarm prioritizes customer safety. However, your response does not address the primary issue I raised in my complaint.
      Key Concerns:
  1.     Lack of Multiple Call Attempts:     Your representative made only one call to my phone during the alert. Given that this alert occurred early in the morning when my phone was on silent, its common sense that a single call would be insufficient. A second call is standard practice for many services, and this additional attempt would likely have broken through the silent setting, allowing me to respond and preventing the forced entry and over $5,800 in property damages.
  2.     Lack of Accommodation for Vulnerable Customers:     As an older, disabled woman, I rely on Bay Alarms service to provide reliable support during emergencies. My circumstances also prevent me from installing a lockbox, as my landlord does not permit them, and I do not have family or friends who could serve as emergency contacts. These factors leave me particularly vulnerable, and I trust that Bay Alarms policies reflect the needs of clients like myself. Given that silent phones are a common overnight setting, multiple-call attempts should be a standard protocol to protect customers safety and property.
  3.     Trauma from Forced Entry:     The experience of having eight strange men forcibly enter my apartment at 6:00 in the morning was not only distressing but also traumatizing. The sudden intrusion into my private space during such a vulnerable time has left lasting emotional impacts that I continue to grapple with.
      Request for Reimbursement
  The damages to my property resulted from a single-call protocol, which I believe falls short of providing thorough customer protection. I am respectfully requesting reimbursement for the $5,800 in property damage, which will allow me to restore my property to its original condition.
  Legal Action
  If this matter is not resolved satisfactorily, I will have no choice but to pursue legal action to seek reimbursement for damages and any emotional distress caused by this traumatic event.
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/10/2024

  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.

  We keep receiving invoice from Bay Alarm for the services we have not and we have never asked for. We contacted this company before and explained them that we are not one of their customers but Bay ********************** keeps sending us invoices

  

  Business Response

  Date: 09/16/2024

  Hello,

  We are sorry to hear that ******** ****** is receiving invoices that don't belong to them. We thank you for reaching out to us regarding ******** ****** concerns. After thoroughly reviewing our records, we were unable to locate an account associated with the name and email address provided in the complaint.
  

  To resolve this matter efficiently, we kindly ask that the complainant contact our office directly and request to speak with a supervisor. Alternatively, they may send copies of any relevant invoices or documentation to help us investigate further. Lastly, please make sure to check the company name to see if it is us at "Bay Alarm Medical" or if it is the home and commercial alarm company named "Bay Alarm" who may be sending the invoices. 
  

  If they decide to call, it would be extremely helpful if they could provide the account number, which is located on all correspondence, such as letters or invoices, theyve received. This will enable us to quickly locate the account and address any concerns.
  

  We appreciate your assistance in helping us resolve this issue, and we are committed to ensuring a satisfactory outcome.
  

  Best regards,
  Bay Alarm Medical

  
  

• Initial Complaint

  Date:07/17/2024

  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.

  Here is my original report:Bay Alarm Medical returned the payment and then said the payment was late due to the payment being submitted in a check. This medical company provides 24/7 medical monitoring of mostly elderly people. When spoken to on the phone, they reported they were "going green". When the check was returned via mail, the letter said they required a $30 processing fee to pay by check on top of the actual payment. Many elderly people do not have credit cards! This is discrimination and unethical business practices for a company that deals with elderly people who mostly pay by check.I returned the equipment and had it tracked with the final payment to BayMedical in the box. This week my check was returned along with a $52.90 fee to close the account. Now they are trying to extort $20 for a service that was completely paid for in full.

  

  Business Response

  Date: 07/17/2024

  Hello,
  

  Please see the below information that we have addressed from a prior complaint submitted by *********************, complaint # ********. We appreciate the opportunity to clarify the situation and address the consumer's concerns.
  

  First and foremost, we sincerely apologize for any confusion or inconvenience this matter may have caused *************** and her family. We value our customers and strive to provide transparent and fair service at all times.

  Here are the facts of the situation from our records:

  
  Service and Check Processing Fee: While *************** was in service, we received a check for payment for an account that was set for autopay. Our company policy includes a $30 processing fee for checks, as we strive to be paperless, which was not met by the consumer's first check payment received in May 2024. Consequently, our agent, following standard procedure, returned the check.
  

  Cancellation and Communication: The consumer decided to cancel the service. While in communication via the BBBs original complaint # ********, we advised them to postmark their equipment for cancellation on or before 6/10/2024, ensuring that all collection efforts would be halted up to that date. At the time of cancellation, the consumer owed one month of service, totaling $52.90. When we received a check for the full quarterly amount of $158.70, dated May 7, 2024 (see attachment), we returned it and informed the consumer that only $52.90 was required to zero out the balance. At this time, we would not charge a check processing fee as we generally do not charge this fee at the time of closing accounts due to the sensitive nature of cancellations.
  

  Waiving the Outstanding Balance: Based on our good faith effort response to the original BBB complaint on 6/4/2024, we made the decision to waive the $52.90 balance entirely, which we processed on 7/1/2024, recognizing that the consumer had returned the medical alert device as instructed. However, it appears we failed to effectively communicate this resolution to the consumer after the balance had been cleared.
  

  We regret this oversight and any resulting confusion. To resolve this matter, please be informed that the outstanding balance of $52.90 was waived on 7/1/2024, and *************** does not owe any further payments to Bay Alarm Medical. We have also ceased all collection efforts related to this account.
  We hope this explanation addresses the consumer's concerns.

  
  Thank you for your understanding and attention to this matter.

  If you need any further information or have additional questions, please do not hesitate to contact us.

   

  Sincerely,

  Bay Alarm Medical

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair 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 a Bay Alarm Medical package & returned the lockbox but have not received my $40 credit to my account.

  

  Business Response

  Date: 07/01/2024

  Hello,

  
  Thank you for reaching out to us regarding your Bay Alarm Medical lockbox on June 16th, 2024. We appreciate your prompt action in returning the lockbox. We did receive your voicemail to which we called you back on 6/27/2024 which was in regard to the return you made.

  
  Upon reviewing your account and the attached screenshot of your order, we noted that the lockbox was charged at the regular price of $30, which is the correct price for this item.
  

  To proceed with the credit to your account, we require confirmation that the lockbox has been returned to us. As of now, we have not received the lockbox or any package containing your name. Could you please provide us with the tracking number for the shipment, or at the very least, a copy of the receipt? This will help us verify the return and expedite the credit process.
  

  In the meantime, as a gesture of goodwill, we will issue a partial credit of $15 to your account. Once we receive the lockbox, we will promptly process the remaining $15 credit.
  

  Thank you for your cooperation and understanding.
  Best regards,

  Bay Alarm Medical

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21910597
  
  I am rejecting this response because the item shows delivered so a full refund is due to me  

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

  

  Business Response

  Date: 07/09/2024

  Hello ********,

  We are incredibly grateful for your cooperation in providing the tracking and proof of delivery. Your patience and understanding throughout this process have been truly appreciated.

  We wanted to inform you that your package was processed on July 3rd, and it was on our billing team's docket for a credit. However, to ensure you receive your refund as swiftly as possible, we expedited the process, and Im pleased to let you know that it has been completed today.
  

  We sincerely apologize for any inconvenience the delay may have caused and once again, thank you for your patience and understanding.
  

  Warmest regards,

  Bay Alarm Medical

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21910597
  
  I am rejecting this response because I do not see any credit issued to my account. When will it be posted?
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/16/2024

  Hello,

   

  I am sorry you were not able to see the credit. It was applied on the 9th of July. I have attached steps on how to get to the credit on your dashboard and also a copy of the Credit Note which shows the details of the credit. 

  If you have any questions, please reach out to our Accounts Receivables team at ************ Monday through Friday 7AM-4:30PM

   

  Thank you.

  Bay Alarm Medical. 

   

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21910597
  
  I am rejecting this response because the attachment does not clearly state that the credit was applied to my original form of payment. I do not want a bill credit. The money I paid must go back to my original form of payment on my MasterCard. Please send proof of correctly applied credit. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/17/2024

  Hello,

  I would like to clarify the actions we have taken regarding your request for a credit and subsequent request for a refund. Initially, as per your request, we issued a credit to your account. This was done to address the concerns you had raised at that time pertaining to the returned lockbox.

  However, upon receiving your call yesterday requesting a refund instead of the credit, our agent promptly reversed the credit and processed a refund to your credit card. We have completed the refund transaction according to your new request and have attached the proof of refund with this response.
  

  We apologize for any inconvenience this may have caused and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to reach out to us.
  

  Thank you for giving us the opportunity to resolve this matter.
  Sincerely,

  Bay Alarm Medical

  Customer Answer

  Date: 07/17/2024

  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:05/22/2024

  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.

  Bay Alarm Medical returned the payment and then said the payment was late due to the payment being submitted in a check. This medical company provides 24/7 medical monitoring of mostly elderly people. When spoken to on the phone, they reported they were "going green". When the check was returned via mail, the letter said they required a $30 processing fee to pay by check on top of the actual payment. Many elderly people do not have credit cards! This is discrimination and unethical business practices for a company that deals with elderly people who mostly pay by check.

  

  Business Response

  Date: 06/04/2024

  Hello,

  Bay Alarm Medical strives to provide the highest level of service to all our customers, especially the elderly population who rely on our medical monitoring services. We deeply regret any inconvenience caused by our environmentally friendly billing practices. Our goal to be " green" is to reduce our environmental footprint by encouraging electronic payments, which are both more efficient and sustainable. This initiative is part of our broader commitment to sustainability and improving service efficiency whereas checks take longer to process and can take up to 5-7 business days to clear by the bank before we get notified if cleared or not. When a check doesnt clear, the insufficient funds and any other fees associated with the bank policies and any other fees incurred from a bounced check are far more detrimental to seniors. In our industry, the cons outweigh the pros when using physical checks.

  
  From our records, we show that we received a check on 5/14/2024 which is the same day we received a call from **** advising that they received a past due notice and want to cancel the services because ****** has been in 24-hour care and they have just been paying it. When requesting a cancellation, we send out a cancellation email to the email on file for the account holder will reply back with their name to authorize us to cancel the account. Once we receive that, we process the cancellation by cancelling the monitoring on the device and then the equipment will need to be returned in its original working conditions,within 21 days of receiving the cancellation confirmation in order to close out the account completely.

  
  During the call with ****, the agent advised that the past due was valid as we had not received the payment when it was due and that is why they received that notice. At this time, **** was provided the cancellation information, as stated above. We have not received the reply email to cancel the account, nor the ********************** alert equipment. To make it easier for you, please postmark the device no later than 6/10/2024 to prevent collection efforts,including forwarding the account to a collection agency. However, we will halt all collection efforts through 6/10/2024, meaning if you do postmark the device by 6/10/2024, we will waive all past dues and close out the account. 

  If you have any questions, please let us know by calling ************ Monday-Friday.

   

  Thank you!

  Bay Alarm Medical

• Initial Complaint

  Date:05/16/2024

  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.

  Its been 1 month since my mother in-law passed. I called bay alarm to cancel her alarm bracelet immediately. They refused to help us on the phone and asked for the exectutor. We tried twice to cancel and now they are trying to bill a dead persons account

  

  Business Response

  Date: 05/17/2024

  Hello *****,
  

  We are sorry to hear about your loss. We are also terribly sorry that your experience was more difficult than intended. We see one call on 4/21/2024 to inquire about cancelling the account. The second call on 4/21/2024 was to get powering off instructions for the medical alert device.

  We will accept the medical alert device as a form of cancellation in lieu of any documentation.Our agent forgot to advise you that you could return your mothers equipment to avoid having to send in any paperwork.

  Please keep in mind that this is lifesaving equipment, and as such, we cannot cancel an account over the phone.

  The only way that we can process a cancellation is with documentation from the account holder or the equipment itself being returned to us, to ensure no one tries to use it while having an emergency when it is not linked to the monitoring center. Not acting on an emergency, on our end, could be a liability for not acting on a failed alert from the device that is in the familys possession.

  We will honor the date of cancellation as of 4/21/2024.Please return the In-Home Medical Unit with serial ******** and have it postmarked on or before 5/21/2024 to ensure we promptly process the 5/14/2024 charge back to the card on file. Please do not do a chargeback, as we will process it from our end.

  If the device is no longer in your possession, we will need the documentation requested. Attached is the cancellation letter with instructions if this is the case. 

  Thank you for your understanding, and we apologize for the misunderstanding.

  Warm regards,

  Bay Alarm Medical

• Initial Complaint

  Date:02/10/2024

  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.

  Signed my mother up for the service. As soon as she received the package she didn’t want it anymore and I returned it immediately to which I was told I would receive a full refund which, to date, has never happened. I have reached out several times and was promised it was in process. Still, two months later, nothing. I would like my refund asap.

  

  Business Response

  Date: 02/12/2024

  Hello,

  We hope this message finds you well. We sincerely appreciate your communication with us.

  We deeply regret any inconvenience caused due to the oversight on our part, and we want to extend our heartfelt apologies. Upon reviewing your account, we took immediate action and processed a refund for the remaining balance, considering your cancellation during the trial period.

  According to our records, a refund of $32.95 was issued on 1/4/2024, and an additional refund of $57.95 was processed on 2/12/2024 which we anticipate that it will be reflected on the card you have on file within the next 3-5 business days. Please note that the exact processing time may vary depending on your bank's procedures.

  Your understanding and patience during this process are greatly appreciated. We want to assure you that we take this matter seriously, and we are committed to ensuring a seamless experience for our valued customers.
  Once again, please accept our sincere apologies for any inconvenience caused. If you have any further questions or concerns, please feel free to reach out to us.

  Wishing you the best,
  Bay Alarm Medical

• Initial Complaint

  Date:11/08/2023

  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.

  The product is a safety watch that is supposed to notify emergency services if I fall or am sick. It is supposed to attach to my home wifi in order to be used. It has a GPS so it can locate me a get help at home or outside.The watch doesn't work. After many calls to customer service, no technician could find a way to attach it to the wifi in my building. all if my other wifi devices work fine, phone, cable tv, laptop, Ipad, ect. THEY FINALLY ADMITTED THAT THEIR EQUIPMENT DOESN'T WORK EVERYWHERE. And the "trial period " is expired, so there are no refunds. I never got to try it.I bought the watch to help me to be safe. I go for surgery next week and I live alone. This is so irresponsible. Now I can't afford the time or money to buy and set up anything else.Please help me get a refund.

  

  Business Response

  Date: 11/15/2023

  Dear ****,
  

  Firstly, and foremost, we genuinely appreciate your feedback and are truly sorry to hear about the challenges you've faced with our SOS smartwatch.Your safety and peace of mind are of the utmost importance to us.
  We understand the frustration you must be feeling,especially given the critical nature of the product and the circumstances surrounding your surgery. We sincerely apologize for any inconvenience caused and would like to address your concerns.
  Upon reviewing your account and the provided information, it appears that the trial period for our SOS smartwatch, designed to allow customers to test the equipment's compatibility and functionality, concluded on October 9, 2023. We apologize for any misunderstanding concerning the conclusion of the trial period's expiration. Our first request for assistance from you regarding the set up was on 10/30/2023. Please see here for an explanation of the 30-day trial and cancellation policies.
  
  This is what our website states:
  www.bayalarmmedical.com > Menu > Help > FAQ > Cancellation & Refunds
  What is Bay Alarm Medicals refund policy?
  Bay Alarm Medical offers a 30-day refund policy. The 30 days begins once you receive your Bay Alarm Medical Alert System. Pro Tip: We highly recommend you install and test the equipment as soon as possible.
  If you are dissatisfied with the service,you may return the equipment to us within those 30 days to receive a full refund less shipping costs. If you cancel after 30 days, you may receive a prorated refund for unused months less shipping costs.
  

  This policy can also be found on the on the service agreement., section 6.:
  THIRTY (30) -DAY TERMINATION: Notwithstanding section 7 herein, you may cancel this Agreement and service at any time prior to midnight of the 30th day following delivery of the System(s), for a full refund of the sales price and any prepaid service fees less any original shipping charges. After thirty (30) days following delivery, all sales are final and no refunds will be issued. If you cancel, you must return ship, with tracking, to BAY in substantially good condition as when received, any goods delivered to you under this agreement. If you fail to return the Systems to BAY,then you remain liable for the sales price of the System and all service fees
  

  Regarding the issue with the watch's connectivity, we acknowledge that the watch doesn't connect to Wi-Fi as it operates independently with its own SIM card for cell service. We are sorry if this information wasn't adequately communicated.
  It's disheartening to hear about the challenges you faced in getting the device to work in your area due to low cell signal coverage. We genuinely tried our best to assist you with troubleshooting, even providing a courtesy refund despite being outside the trial window.
  

  We understand the urgency of your situation and the importance of having a reliable safety device. If there's anything further that we can explore or assist you with, please do not hesitate to reach out. Your well-being is our top priority, and we are committed to finding a solution that ensures your safety and satisfaction.
  

  Wishing you a smooth surgery and a swift recovery.
  

  Warm regards,
  Bay Alarm Medical

• Initial Complaint

  Date:10/02/2023

  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.

  I just tested my mother's Bay Alarm Medical device and learned that it operates on 4G and that 4G does not work in my mother's neighborhood. Luckily my mother has not had an emergency during the last year that she's used the device. The company failed to explain that the gps function on her device was not accurate and that they couldn't control where they would send emergency services -- that it would go to an address that was incorrect. I can't believe they would not have explained that the device would not work in her area and let us pay $100 for the device and then $40/month for 10 months. How can they sell these devices to elderly people who don't understand 3/4/5G without testing it and seeing whether or not it will work in their area. We have talked to them several times over the last ten months and each time they assured us the problem was fixed. That was not the case.

  

  Business Response

  Date: 10/03/2023

  Hello,

  Thank you for reaching out to us. We value your feedback and are committed to ensuring the best possible experience for our customers. Regrettably, we were unable to locate an account using the information provided. To better assist you and your mother, could you please provide her account number, address, or phone number along with her name? Your assistance will help us investigate the matter thoroughly and resolve it to your satisfaction. Your concerns are important to us, and we look forward to addressing them promptly for your family.

  Sincerely,

  Bay Alarm Medical