Customer ReviewsforBay Alarm Medical

Terrible service. Agents cant solve problems and refuse to connect you with a supervisor. Equipment is cheap, and has broken three times in less than two years. This company tries to charge you to replace their broken equipment. Fall detectors are unreliable, because they wont charge fully, yet the company refuses to replace them even though a fall that is not detected could be a life or death matter.

We have had Bay Alarm for over 3 years. We never had a late payment and were fairly satisfied with the service. In November my credit card was reissued due to an unauthorized charge. Thank goodness for good credit card reporting. November was paid in full. In December, after being issued a new card, I attempted to update my payment information on their website without any success. I emailed the company about the difficulties because I wanted to get the payment information updated and they only have limited customer service times to speak with someone to assist with this...inconveniently during my work hours. I didn't receive another notice until a mailed letter was received on January 13th, a Saturday. Of course, not during their customer service hours. I called on Tuesday, the 16th as the 15th was a holiday. The individual I spoke with informed me that my service was disconnected that morning and I would need to pay a reactivation fee as well as December and January payments. Now I understand paying any missed payments, but a reactivation fee when they make it difficult to resolve the problem really didn't sit right with me. I am sending back the equipment and researching better companies.

I purchased this product for my in-laws back in 2021. Everything was great, until I had to cancel my subscription due to them moving into assisted living. I owed for 12/23 (new card due to credit card fraud) and said I would pay and it was the most ridiculous process. They will not cancel until paid, yet their system will not accept any of my payment methods and they refuse to take payment over the phone and will charge you $30 to send a check. I cannot pay and they will not cancel my subscription, nor can you cancel in advance (I tried). So unless you plan to keep them for life, run! I just waisted 40 minutes on the phone and ******* left it with "sometimes these things take time, log back in in ***** minutes and once you pay, call back and we will send an email that you must reply to in order to cancel!!! Unbelievable! I asked what happens if you system does not ever accept the changed card number....nothing!

In my experience, Bay Alarm Medical makes the cancellation process lengthy, unclear and with unnecessary extra steps needed from the account holder. 1. Account holder calls in to cancel. 2. Email confirmation is sent. However, account holder must reply with name only to that email for cancellation to be active. 3. Account holder replies to email with name only. 4. Account holder then receives cancellation information (still not a cancellation), which in the body of it AGAIN states the need to reply with name only (again?), and then must wait for ANOTHER email with the cancellation confirmation. 5. Account holder receives another email (still not the confirmation) saying the company is backed up (experiencing higher than usual email inquiries) and the confirmation will take 5-7 MORE business days to respond (also unacceptable). 6. Account holder still awaiting confirmation.The account holder must decipher that the information email that states details about the equipment return is in fact NOT a confirmation of the 21 days timing of the return. This is unnecessarily confusing and unclear, as it APPEARS to be all of the details needed for the return. This process is unacceptably lengthy, unclear, and aggravating for the account holder. I would expect better customer service from **********************. **********

Had their service for my grandmother who passed away. Had everything on autograft and cancelled the month she passed. I was told the equipment did not need to be returned because it was an outdated system. I was sent a email saying it was cancelled. Now 2 years later I get calls from debt collectors saying I owe $472 dollars for none returned equipment and past due payments for 8 months. The debt collectors say they are bay medical but bay medical says they sold the debt and wont let me dispute it or even do anything. I have been ran in a circle for a month now over $472 that is a fake debt. NEVER EVER use this company. They are a scam and the system they use is nowhere up to par with what you need anyways. I have asked to speak to managers and told the people who answer have no managers. **** named **** once and lady named ********* second time both told me they are the manager but nothing they can do and no one to talk to. Its a joke. I have emails, bank statements and everything needed already sent but ignored and now told they didnt cancel it because the $5 equipment wasnt returned. Even though they told me they did. SCAM NEVER USE THIS COMPANY! Go anywhere else for these services

Ordered unit on 12/01/23 from a very nice knowledgeable person.Boy did they have me fooled. Took my $****** annual fee IMMEDIATELY from credit card. Received an email on 12/04/23 that Base Station has shipped. Well that was ABSOLUTE BS. Only thing you were informed of by clicking on tracking was label created. Sent email requesting WHAT is going on & why hasn't item shipped. Auto reply they'll get back to me in a FEW days? They NEVER replied back. Called **************** on 12/07/23 that here it is SEVEN DAYS after ordering & it's still stating "Label Created" and hasn't shipped yet. Told **************** if it isn't shipped end of day that I'm canceling & want my ****** returned.Well on 12/08/23 a full EIGHT DAYS later, it STILL HADN'T shipped so I canceled though credit card company, (Because if you wait too long it can't be disputed) and started an investigation into fraud. I then CALLED Bay Alarm Medical telling them I canceled through Credit card. They gave me the usual apologetic BS line. HORRIBLE customer service.

Set my mother up with the *** mobile. 30 day trial noted. She cannot wear the device as too heavy and it would not work for her to clip to waist. Called and was told not to worry about the 30 day trial, a few days will be ok. I live an hour away, so that sounded great to me. Completely got the run around when I wanted to return the *** mobile device ($80) and change to the watch. Absolutely firm no on return with being 11 days after the trial, even with paying for the watch and set up costs + ($175). They would rather me purchase another watch and monthly free +($45) from another company. What Im most floored about is that their customer service reps are not held accountable. I was so spent and upset by the time the manager called to discuss their investigation as they put it. (I must mention that prior to that call the person I was talking to called back and told me that if my mom could take the device to post office and send back ( 2 hours left in day by this time) that they could make this refund happen. Really, have my elderly mom drive and return to the post office and be without a medical alert device until the new one would get there?) Seems that this company does not care. Im getting my mother a watch from another company then we will discontinue services. There loss, our gain to have a different company rather than this one. True colors shown.

They make it virtually impossible to cancel (even after following the instructions they provided) when a relative is sick/hospitalized and moving to a new address.

BUYER BEWARE. Before I thought they were just disingenuous but now I am 100% aware that they are just driven by pure greed. I wrote a review that indicated my absolute astonishment that they would charge before a device was even activated by the customer and would bill forever if a customer let them even after a person passes. Their response was that 'it is in the legal fineprint that you are getting billed before you even receive the device'. But there own system knows that no device is ever associated with the service because they have an area called Device History on their online portal. And it has shown for me 'Expected Test Signal Not Received' for months and months now. SO their system is telling them it is not being used and is not online but they do not reach out and say 'can we help you get it set up?' or 'what is the reason you are not actively using the device' or anything close to showing any sort of care or concern. They just bill and bill and bill and bill. They call themselves Family Owned. That is one greedy family.

I personally enrolled my mother for Bay Medical monitoring services using my credit card. Monitoring Service was fine for a couple years (luckily we never had to use It). In April of 22, I moved my mother into an assisted living facility and monitoring by Bay was no longer necessary.The issues come when trying to cancel the service. First I had to pay an excessive fee for a piece of technology that likely costs around $20 to manufacture. Bad on me for losing the unit, ..... the costs to replace the unit were excessive. But I paid in order to get out of the relationship.Bay Medical has created a maze for process required to cancel service. I contact them by phone requested cancellation.At Bay's request I completed a cancelation from and a Medical ***** of ******** for my mother requesting cancellation.. Bay Medical replied back that they need a different form of PoA having only requested a PoA I provided the Medical So even with the fact the charges are on my credit card, I have supplied PoA, they continue to charge my card. I cancelled and paid for the equipment they "leased" me, Bay clearly sees the equipment is not attached, and therefore they are not providing a service...but they decide to continue charging for the service their own system informs they are not delivering.This is Elder Abuse and Fraud.