ComplaintsforBay Alarm Medical

• 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,
  
  *********************************

• Initial Complaint

  08/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cancelled service - we were moving to a Senior facility. I called Bay on 7/5/22 to cancel. Mailed a paper they sent me cancelling on 7/11/22 + *** all their equipment as they requested. Got letter from them saying I owed $29.95 or would send me to collections - this was long after I cancelled -sent letter + *** equip - on 8/2/22 they refused to credit my credit card for an 8/2 $29.95 charge. This is not an honorable company.

  

  Business response

  09/13/2022

  Good afternoon,

   

  Our records indicate that this account was refunded $29.95 on 8/25/22 and that we had been reported to the BBB.

  However, it does not appear that was updated to your department.

   

  The reason *************** had been charged and denied a refund was because out terms state that cancellation must be done within 30 days of the next bill date. However, we did not receive the cancellation documentation nor the equipment until after the bill had been processed.

  Here is the timeline:

  • 7/5/22 called us to cancel
  • Was advised to have it back to us by or before 7/11
  • She was also sent via email a letter to sign so we can immediately cancel her account prior to receiving her device (attached) and on 7/6 it was also mailed
  • 7/11/22 we emailed a failed payment email
  • 7/12/22 *************** emailed us back and said she sent us the signed letter and would be going to *** that day (this is already day 2 of her renewed subscription period)
  • We replied that we would process accordingly
  • 7/20/22 We had not yet received/processed any return letters/equipment from *************** and a collection call was placed where she refused to pay and advised she would report us to the BBB.
  • 7/25/22 we processed a letter which was postmarked on 7/12/22, signed on 7/11/22 (see attached) this letter should have been postmarked no later than the date it was signed
  • 7/25/22 we processed the return of a base station and two wearable buttons, also postmarked on 7/12/22 instead of 7/11/22
  • 8/2/22 *************** called us as asked why she got a past due. It was explained that she needed to postmark by her bill date of 7/11/22 and was not done so until 7/12/22; she then advised she would send in a final check
  • 8/2/22 *************** called us back and paid her past due from 7/11/22
  • 8/17/22 completion of internal cancellation process
  • 8/17/22 *************** called in about a charge and newer agent advised she had had authorized the payment, they should have transferred her to the ************ failed to do so
  • 8/23/22 July payment was disputed by bank, became past due again
  • 8/25/22 past due was waived

   

   

   

  Thank you,

   

   

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

  Customer Service Supervisor

  Bay Alarm Medical

  1140 ********** Ste 150 | ******* | ** | 94520

  General ************ | Direct ************ | Fax ************

   

  Please visit ** on the web at www.bayalarmmedical.com!

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been in the Industrial Electrical/ Electronics Field for over 40 years I started out with an in-depth study of ********************** and Electronics. I repair everything from Radios to programmable Logic Controllers, ******************* ***** Controllers, transformers Power supplies to name a few and much more. I developed a training program from the ground up to teach Electricians to become Industrial Electrical/ Electronic technicians.Now as to what happened my Wife was having an episode and needed my help; she pushed the call button a dozen times, and nothing happened.She was on the ground and could not get up.I had purchased an I Watch for her a month earlier, but by wife has dementia and it was hard for her to get the hang of it.She figured it out and got through to me on the iWatch.I came home and checked the Bay system; it did not have power.The plug-in power Supply stunk and was warped from overheating.I have about two hundred power supplies with different voltage and wattage ranges.These look muck like a phone your average phone charger but with a round plug on the end to go into the device.The diameter is sized according to what the voltage is so the average consumer dont plug in the wrong size.After changing it same thing no power, so I called them up and told them I wanted to cancel the service because it was failed when my wife needed it. I sent the unit back, and a few months ago by and they charged my credit card.I contacted the and they said the seal were missing and the button was broken I had damaged and tampered with it.I told the unit had no seals or security screws and told them when I called it had failed, I told them they should credit me and return the last payment I sent them, since it was failed for who knows how long.I contacted my credit card company explaining the issue and they credited my card.If a company does not have seals and or security screws it is perfectly legal to open.

  

  Business response

  08/04/2022

  Hello,
  After a thorough review of the account, please see below for a detailed report of accounts:
  We received a call to cancel the account on 4/25/22 and the reason was that the user was using the apple watch and was working out well for them as it had the option to call the family or 911. In this call, there was no mention of the device not working or failing to work in any emergency.
  In response to Mr. ********** last statement, in our service agreement it does state that the device should not be tampered with or a charge will be associated with that action due to damage or potential damage this may cause which deems the device as no longer usable for consumer use and must be replaced by a new device:
  13. TERMINATION, DEFAULT, REMOVAL OF SYSTEM. You acknowledge and agree that this Agreement as to ***** VERS and MMS is a service agreement only and during the term of this Agreement the ***** VERS and MMS Systems shall at all times remain the sole property of BAY. You will not damage, encumber or dispose of the System or permit the System to be damaged, encumbered, taken from the premises or tampered with, including attempted repairs. In the event of loss or damage to the System or any part thereof, you agree to pay us the System's reasonable replacement value.
  Furthermore, we received positive weekly silent test signals up until the final one on 4/21/22 which indicated no issues with the system and its connection to our monitoring center.
  On 4/25/22 we received the signed cancellation letter which was processed on 5/3/22.
  The device was shipped to us on 5/2/22 and processed in on 5/5/22.
  Upon inspection of the returned device, this was found:
  1. Customer opened unit removed original ac and replace with a different one
  2.Reset button broken 
  3.Stickers removed
  Reasonable replacement cost of device fee is $75.00 and was billed on 6/15/2022.
  ********************** called on 6/20/2022 to inquire $75.00 charge and was advised the reason was the damage.
  He said it had not worked and wanted a month refund and was advised the customers duties are to test monthly to ensure proper functionality of system, per our service agreement:
  12. SUBSCRIBER'S DUTIES. You will instruct all other persons who may use the System on its proper use, including any User if different than you. You or the User will test the System and send test signals to the Center on a monthly basis. If the Center does not respond to the test signal, you should call the Center and confirm the status of the test.
  Customer disputed 2 charges with bank, $39.95 for monitoring services and $75.00 for damaged equipment fee, both charges were valid pursuant to our terms of service.
  On 7/18/2022, we sent a final ****. As of 8/2/2022 the account is set to go to collections as of 8/3/2022.
  As noted herein, had we known sooner of any issue, we would have gladly taken the proper steps to ensure a fully functional device. As a final attempt to close this case where it is fair for both parties, we would like to postpone the collection process until 8/11/2022 to allow the past due balance to be paid in full in order to prevent the account from being sent to a collections agency, as it could negatively impact the customer.
  
  Thank you for your time.
  Bay Alarm Medical

  Customer response

  08/06/2022

   
  Complaint: 17597434
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  
  When I called you, I had not assessed the device, I just know my wife tried to use it and said it did not work. So, I got her the apple watch the next day to try and found she could use it very easily. I then contacted you and told you I did not need it at the time I did not know if it was an error of my wifes part. I was not until a week later when I started to take the remotes down, I assessed it and what I found out it did nothing, the power supply that was plugged in the wall was warped and smelled. I have about a hundred various powers supplies I have work in the Electronics Industrial Electrical field since the early eighties, so I save all my power supplies. I tested and plugged in the new power supply and same thing nothing happened. My guess your unit fried during an electrical storm or was defective.
  Your unit had no seals warning labels or security screws the power supply plugged in inside the unit.
  If any thing you should owe my wife for the pain and suffering and the months since the last test call.
  She was in a state of panic she now longer could rely on your system
  You should not have such an inferior product that does not alarm the user when it loses signal.
  I would also like to have them investigated The U.S. Consumer ************************* (CPSC) for the reason listed below.
  Your remote units that you sold me that are synchronized wirelessly with the base unit they should have alerted me it could not communicate with the base unit.
  A life safety device should have this feature.
  If The BBB cannot have you investigated, I will contact them myself.
   your product should not be allowed to be on the market until this issue is addressed by your company.
  Perhaps you should refund all your current and past customers for selling a life Safety device that can fail without the consumers knowledge.
  
  

  
  

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bay Medical Alarm sent a faulty piece of equipment.I spent 43 minutes on the phone trying to resolve/troubleshoot.Then another 29 minutes to get them to reconsider.They try to wear you down with lengthy phone conversations/holds.This is a common problem and practice as seen by the review that I included, although there are many unhappy and similar complaints.Please see the entire transcript for the entire problem. It is ongoing and NOT right.

  

  Business response

  06/08/2022

  Hello,
  
  We would like to offer a courtesy credit for the issues *************** has suffered. While it is not normal for a lock box to open and then stop opening, we understand the frustrations of not getting it to work after doing troubleshooting. **************** can see her credit of $36.00 reflected on her next invoice(s), until the credit is depleted. We are terribly sorry for the less than positive experience we strive for and will work towards further improvement.
  
  Sincerely,
  
  Bay Alarm Medical.

  Customer response

  06/08/2022

  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,
  
  ***************************

  Customer response

  08/11/2022

  No credit has been issued.

  Please resubmit my complaint. 

  This company lies repeatedly.

   

  Thank you.

   

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

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

  Customer response

  09/06/2022

  Not received.  

  See payment history.

  Thank you.

  *******

   

  

  Business response

  09/07/2022

  I am not certain how that miscommunication happened. We should have applied that credit and did not. I made sure she had the credit before responding today. I see her invoice just ran and this one will apply on her October invoice, and partial on her November invoice:

  

  We sincerely apologize for dropping the ball on this and hope she knows she can call in to get things resolved with any supervisor as well.

  Thank you,

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

  Customer Service Supervisor

  Bay Alarm Medical

  1140 ********** Ste 150 | ******* | ** | 94520

  General ************ | Direct ************ | Fax ************

  Please visit ** on the web at www.bayalarmmedical.com!

  Customer response

  09/07/2022

   
  Complaint: 17234930
  
  I am rejecting this response because: the credit is NOT reflected on my billing summary.  We've been here before and I will not release this complaint until I am sure the credit is applied.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I, ********************* am the subscriber for home monitoring for a Personal Emergency Use System that my grandmother is the user of. I pay a monthly fee to ********************** for this service. The service contract number is SUB825. The Bay Alarm Medical website advertises the monthly home monitoring fee and states that equipment is leased at no cost. On 1/10/22 I was charged $61.95 for a replacement of the Fall Detection Monitoring button due to a low battery. I was not charged for the original button or for a replacement due to a low battery in the past. I questioned Bay Alarm Medical why I was charged for this particular button. I was told that "all replacements of wearable devices are charged a fee as laid out in the service agreement." Wearable devices are not mentioned anywhere in the service agreement. It does state that the personal emergency response system is the property of Bay Medical and provided as part of the service. It also states that the system must be returned at the end of the agreement. This makes sense as the website states that the equipment is leased at no cost. When I questioned Bay Medical about the charge I was told that the Fall Detection button "is something you keep and e-waste if necessary." No where is it indicated in the service agreement that the wearable device is separate from the system and purchased not leased. My grandmother has been asked to return each of the low battery Fall Detection buttons upon receipt of the replacements. I have requested a refund for the amount I was charged for the button as the button is clearly part of the leased equipment. Bay Medical offered to refund me $12 which was the portion of the charge that was for shipping, I did not accept this offer. I want a full refund for the replacement device as they had no right to charge for it.

  

  Business response

  02/08/2022

  Hello,

  
  We provide the first button for free so the customers initial costs remain low. However, any accessories are for purchase, this includes the wearable buttons replacements.

  
  We understand there is a lot to read in the service agreement and would like to advise the service agreement you have does state the cost of equipment is the responsibility of the customer.

  
  As a courtesy our long-standing relationship we would like to go ahead and waive the charge from 1/10/2022 in the amount of $61.95 and add it as a credit to your account which will be applied to future invoices.

  We hope this helps.

  
  Sincerely,
  Bay Alarm Medical

  Customer response

  02/09/2022

   
  Complaint: ********
  
  I am rejecting this response because: The equipment is advertised as leased at no cost and the service agreement does not state that the cost of equipment is the responsibility of the customer.

  I have three questions:

  1. Where EXACTLY in the service agreement does it state that the cost of the equipment is the responsibility of the customer?

  2. Why does the website state that equipment is leased at no cost if it is actually purchased?

  3. If wearable buttons are purchased and not leased why did you request  their return and provide self addressed stamped envelopes?
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had this service for my father who was living alone. At times he had episodes of dizziness, so falling was a concern. I researched medical alarm companies and decided to go with Bay Alarm. On September 13, I went to check on my father, and found him on the floor. He stated that he had fallen and spent the entire night (>12 hours) on the floor. He did have injuries from the fall. I called for EMS, and he was transferred to the hospital. He was admitted and several days later passed away. I have contacted this company several times requesting someone call me back, because his fall detection service (for which I paid EXTRA every month) did not detect his fall. No one has contacted me so far. I feel if the service worked properly we would have been notified of the fall and he would have gotten medical assistance much quicker. I should add that I did test his system upon finding him on the floor, and operators responded. I notified them at that time he was found on the floor and their service had failed.

  

  Business response

  12/03/2021

  Hello,
  
  We are saddened and sorry to hear of the passing of ****************************. We have taken an extensive look into the account to hopefully shed some light while being sensitive to the nature of the situation.
  As ***** stated, we see that there was a signal transmitted on 9/8/21 which is when ***** advised **************** had told her he had fallen the previous night and that he had fall detection. Fall Detection is a service that is on the account. It does, however, require for certain criteria to be met in order to properly detect a fall and it is advised that the button should be pressed when able to, such as being conscious.
  The Fall Detection button has a built-in algorithm that stops a signal from relaying to the base if motion is detected after motion/impact to prevent false alarms and false dispatches. Please see the attached notice that was sent along with the button which states that the technology does not detect falls with perfect accuracy or precision.

  
  Since **************** was conscious, it would have been ideal for him to press his button to activate the system.
  We have checked all communication in our systems and found the following communication:
  9/8/21 - When ***** tested, the system called out to our monitoring center without any issues. At this time ***** was advised to call the main office for technical support which she said she would when she had a chance.
  8/29/21 - Another chat we received prior to the fall, we were not advised Fall Detection had failed. Message reads: Is it possible to have two bases? My dad has one downstairs, but is sleeping upstairs. At night he can't hear the base. Which ***** was advised we can only provide one base per home and did not hear back from her.

  
  On 9/8/21,we do see that a chat was received. Message reads:I pay extra for fall detection every month. This has not detected his last 2 falls. The first I thought maybe it wasn't bad enough to set off an alarm as he said he missed the chair then slid to the floor. However today I found him on the floor. He said he fell last night so he had been laying there for a considerable number of hours. I'm very, very upset about this and want an explanation and follow up.
  ***** was advised to call in to the main office we were advised I will definitely call however I'm sitting in the hospital right now so it isn't a good time. Which is completely understandable.
  On 11/16/21 We received a call for a cancellation request to cancel the service and have a supervisor call back. We can see that the notification was sent to the supervisors however we do not see that transmitted successfully to their inbox. This is under investigation to ensure such issue does not occur again and apologize sincerely that this was not handled effectively.

  
  All those involved with the communication leading up to today are being coached/reprimanded accordingly.
  A letter to be signed to cancel will be sent to ***** as well as a refund for the following invoice months: 9/2021, 10/2021, and 11/2021. Once we receive the signed letter, we will fully cancel the according to the most recent request from *****. ***** may disregard the previous letters she received requesting she return any equipment. A supervisor will be in touch next week to ensure everything has been resolved/completed on our end.  
  Please accept our deepest condolences.

*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. ↩