ComplaintsforBay Alarm Medical

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Bay Alarm Medical package & returned the lockbox but have not received my $40 credit to my account.

  

  Business response

  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 response

  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

  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 response

  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

  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 response

  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

  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 response

  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

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  02/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3 years ago my wife contracted a debilitating paralyzing disease. She could hardly move, and was very limited as far as what she could do. She was basically confined to her bed for the last 3 years.We have been married for 25 years, and about 2 weeks ago she passed away. Needless to say, my grief and sorrow cannot be explained. I am devastated by her loss.I bought this alarm system for her in case of emergencies. I am the one that subscribed to this system, and I am the one who had been making all the payments to this system.I contacted Bay alarm medical to have the service canceled because the service is no longer needed. However, this has not been an easy process, and during a period of my deepest grief and emotional distress, Bay alarm medical has refused to cancel the account.Their reasoning given, is that she was the one on the account and needed to cancel it.Also, they sent me an email for me to fill out and cancel the subscription I made for her. I did as requested and filled out the form and sent it back to Bay alarm medical. However, Bay alarm medical returned the email saying that I was not an authorized signer of the account.Next, **********************, ask for proof of her death. They asked for either an eoe or a death certificate. This is none of their business. Information they're asking for is private, and I'm going to keep it as private.I will have their product in the mail today. However, they still have not canceled the subscription.

  

  Business response

  07/24/2023

  First and foremost, we want to extend our deepest condolences to you and your family during this difficult time. The loss of your wife of 25 years is undoubtedly heartbreaking, and please know that our thoughts are with you as you navigate through this challenging period.
  
  Regarding your request to cancel the account, we understand that you are not the account holder. We genuinely empathize with the sensitive situation, and we want to ensure that the cancellation process is as smooth as possible for you. For security reasons and to protect our customers, we do not allow anyone who is not the account holder, not on the account, to make changes or cancel, which could potentially leave the end user without protection. We genuinely care about our customers' safety and well-being, and this policy is in place to ensure that your account remains secure.

  You mentioned that you were sending back the equipment, once we receive her equipment, we will initiate the cancellation process without any further delay. As previously advised, please keep your tracking receipt until you receive the Cancellation Confirmation which will be sent to the email on file. If there are any charges after the postmark date, that will automatically be refunded. We understand that this process might be emotionally demanding, and we assure you that we will handle it with the utmost care and respect.
  
  If there are any specific concerns or questions you have regarding the cancellation or any other matter, please do not hesitate to reach out to us. Our team is here to support you through this process and provide any assistance you may require.
  
  Please be assured that our main goal is to alleviate any additional stress during this challenging time. We truly appreciate your understanding and cooperation in resolving this matter, and we hope to bring some ease to your situation by finalizing the account cancellation at the earliest opportunity.
  
  Once again, we offer our heartfelt condolences and stand ready to assist you in any way we can.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Account ******, I ordered this system in April 2023 and have never opened the Box with the system. I want to return the system and was told I would not receive a refund of $299.00 due to the 30 day trial. I am a paraplegic with Spinal Chord Injury C5 C6 incomplete. I was in Occupational Therapy and not attentive to the 30 day trial. Bay Alarm will not refund any amount if I send the package back

  

  Business response

  06/21/2023

  Hello,

  
  We want to provide you with a detailed account of our interactions with the customer, *****, in response to her complaint. Our team has diligently worked to address her concerns and ensure a satisfactory resolution. Please find the comprehensive timeline below:
  

  -On 4/25/2023, ***** contacted us to report a lost package and requested an account cancellation. Our agent informed her that the package was showing as still in transit based on the provided tracking information. Subsequently,the call was transferred to our ******************** where ***** was given cancellation information within the trial period.
  

  -On 4/26/2023, ****** called in and said the package was in transit to her and no longer wants it. The Billing representative sent another cancellation letter to ***** on how to cancel within the trial period. Regrettably, the postmark date field was initially left blank, initially. Acknowledging the oversight, on the same day, 4/26/2023, the agent promptly re-sent the cancellation letter to ***** showing the within the trial period, ensuring that the postmark date was accurately filled out.
  

  -On 5/26/2023, ***** called regarding the return of the device. The customer service agent sent another cancellation letter to ***** with an amended trial period, with the postmark date properly filled out to reflect 5/26/2023. This occurred even after her trial period had ended the day before, on 5/25/2023.
  

  -On 6/1/2023, A customer care agent sent a cancellation letter to ***** after she asked for a refund, which was no longer within the trial period, with a postmark date of 6/25/2023. During this call, ***** expressed disappointment as we could not extend her trial period further. However, she ultimately agreed to the refund offered for the most recent monitoring charge, while still expressing her intention to file a complaint.
  

  -On 6/12/2023, ***** contacted us again, indicating that she still possessed the unopened equipment and wished to switch it for the watch we offer. She was informed that the device she had was no longer within the trial period, and if she desired the new equipment, she would need to make a purchase. ***** requested to hold off and mentioned that she would call back if she changed her mind.
  

  Despite our continuous efforts to accommodate *****'s requests and find a resolution, she did not make arrangements for returning the equipment within the extensions given. We have shown genuine willingness to work with her, demonstrating our commitment to customer satisfaction.Furthermore, we voluntarily offered a refund that was not required.
  

  We remained committed to addressing *****'s concerns and reaching a fair and reasonable resolution and providing the necessary support.
  

  We are committed to treating all our customers with dignity and respect, irrespective of any known or unknown health challenges they may have. Our primary focus is on providing inclusive and compassionate service to ensure that every individual feels valued and supported throughout their interaction with us.
  

  Thank you for your attention to this matter, and we appreciate your understanding of the steps we have taken to resolve the complaint.
  
  Sincerely,
  Bay Alarm Medical

  Customer response

  06/22/2023

   
  Complaint: 20174118
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  06/22/2023

   
  Complaint: 20174118
  
  I am rejecting this response because: I would like to return the  item at this time, and request Bay Alarm Medical to cancel and allow me the opportunity to return the unopened merchandise back to Bay Alarm Medical.
  
  Sincerely,
  
  ***********************;

• Initial Complaint

  12/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had purchased this system for my 88 year old mother, who was living in a home at the time and needed one. On May 1, 2021, we had to move her to an assisted living facility and they provided one for her. I attempted to call Bay Alarm Medical several times to cancel the service but I was never able to reach a person; I was on hold for more than half an hour at all times. I finally wrote a letter to them on August 5, 2021, signing my name, to cancel the service. They emailed me and said in order to cancel the account, I had to sign and date and return their attached form. I did not have a printer at this time and asked them if they could cancel this another way. They never responded. I sent them follow up emails as they were still auto debiting my account. In the meantime, we received a printer and I printed and emailed the signed form they sent me. They never responded yet continued to debit my account. I have over $500.00 in charges for a device not needed since May, 2021. This is not good business practice in my opinion. If all you require is a signature and date to cancel a service, why did my letter not suffice? I would like a refund, my service cancelled and no more money coming out of my account.

  

  Business response

  12/29/2022

  Hello,

   

  We want to apologize for the negative experience you've had, this is not typical. 

   

  Our hold times are really low, with the answer speed under 30 seconds for our Billing and **************** teams. If you provide the numbers you called in from and the dates you called, we can see why you weren't able to reach us. 

  We do see where more effort on both our ends could have helped close out this account sooner. Don't worry, we are here to help. We want to close this account immediately for you. However, for some reason, we have not received either emails from 11/17/22 & 11/29/22. If you could please forward them to us from your sent folder in order for us to complete the cancellation. furthermore, in good faith, we will submit a refund of $227.70.

   

  Thank you.

  Bay Alarm Medical Team.

  Customer response

  01/04/2023

  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 have sent the following email today to Bay Alarm Medical:

  I am forwarding this email along with another from 11/29/22 per your request through the complaint filed with the BBB.  Unfortunately, the records of when I tried to call to cancel the account are too old for me to access conveniently.  However, I accept the offer of closing out the account and refunding me in the amount of $227.70 to resolve this situation.
  

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

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

*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. ↩