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:04/18/2025

  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.

  I agreed to pay for a month, then I cancelled. I reached out a second time requesting a refund, but got none and continued to be charged. This is the THIRD time I've tried to have the monthly charge stopped. I am requesting ONLY the extra charges be refunded. I deducted $11.99 from my request as I believe I owe the first month.

  Business Response

  Date: 04/28/2025

  Thank you for reaching out. We reviewed your account and found that you initially contacted us in February regarding your subscription and a refund (ticket #******). At that time, our agent asked for confirmation to proceed with canceling your subscription, but we did not receive a response to confirm the cancellation.

  We sincerely apologize for any confusion this caused. We have since verified that your ********** subscription is canceled, and we have processed a refund for your charges from February to April. Unfortunately, we are unable to refund any charges prior to February, as our records show that was when we first received your cancellation request.

  If you have any additional questions or need further assistance, please feel free to reach out.

  Thank you,
  AliveCor Customer Care

• Initial Complaint

  Date:04/11/2025

  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.

  I returned my ************* device using the return label sent to me by the *********************** Representative. I want to know when I will receive a full refund to my original form of payment. I have sent two (2) emails to Kardia requesting the status of my refund and I have not received one response.

  Business Response

  Date: 04/17/2025

  Hi *****,

  Thank you for reaching out, and we sincerely apologize for the delay in getting back to you. We've been experiencing a higher-than-usual volume of inquiries, and we truly appreciate your patience.
  We did send an email to you earlier today confirming that we have issued a refund of $77 for the KardiaMobile device you returned. Please allow 3 to 5 business days for the credit to appear on your original form of payment.

  If you have any further questions or need additional assistance, feel free to reach outwere here to help.

  Best regards,
  AliveCor ************* Team

  Customer Answer

  Date: 04/18/2025

   
  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:02/12/2025

  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.

  Tried a free product and asked to cancel after one day and getting runaround that they do not have my email

  Business Response

  Date: 02/19/2025

  We're sorry for any frustration youve experienced. The ********** subscription can be canceled anytime directly in the app. If youd like us to cancel it manually, well need the email associated with your Kardia account to locate it. If youre unsure of the email used, we can also search for the transaction using the last four digits of the credit card billed and the date of the charge. Please reach out to us with this information at ********************************** or ************, and wed be happy to assist you.
  

• Initial Complaint

  Date:01/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/27/2024, I contacted AliveCor complaining that the result readings of afib on my instrument were found not to be Afib after my cardiologist reviewed same. Additionally, I was told I had no account because I had not paid. I had to produce 12 months of my **************** statements reflecting I had paid, and discovered they had charged me twice in certain months for two different plans. I had previously called to correct that, and evidently they cancelled both plans at that time. Today is 1/15/2024, and I have received no communication regarding erroneous readings or my payments.I find this totally unacceptable as I rely on this instrument for accurate results. It is the difference between going to the hospital and the peace of mind that I am not in need of care.

  Business Response

  Date: 01/22/2025

  Dear ******,

  Thank you for reaching out to share your concerns. We sincerely apologize for any confusion and frustration caused by your experience, and we appreciate your patience as we address these issues.
  Regarding the review of your EKG recordings: In our initial communication, we noted that the review we conducted was strictly for internal purposes to enhance our algorithms and ensure the accuracy and reliability of our determinations. As part of AliveCor's policies, we are unable to provide additional analysis or feedback on the specific recordings submitted for this internal review. This ensures that we maintain consistency and adhere to the guidelines of our services.

  For the billing issues you highlighted, we are deeply sorry for the inconvenience caused. It is troubling to hear that your subscription was canceled in error during the process of resolving the double charges. We will thoroughly review this matter and ensure that any discrepancies in your billing are corrected promptly.

  We understand the importance of accurate readings and reliable service, especially given your reliance on our device for peace of mind. Please know that your trust and safety are our highest priorities. If you continue to encounter any issues or have further concerns, please don't hesitate to contact our ************* team directly.

  Thank you again for bringing these matters to our attention, and we are committed to resolving them to your satisfaction.

  Best regards,
  AliveCor ************* Team

  
  

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22814654
  
  I am rejecting this response because:
  A review of inaccurate readings is not for just  in house purposes. That is a ridiculous response. This is a serious issue and I would not use this instrument if I found it unreliable. 
  I will leave a scathing review elsewhere.
  Sincerely,
  
  ****** **********

  Business Response

  Date: 02/19/2025

  We understand your concerns and sincerely apologize for any frustration this situation has caused. We have thoroughly searched multiple times for any charges associated with your account but have been unable to locate any transactions. In order to proceed with a refund, we need additional details to help us find the charges. Please reach out to us with the last four digits of the card that was billed, as well as the date of the charges, so we can continue searching for these transactions and assist you accordingly.

  Regarding the AFib results you disagree with, we previously communicated that we are unable to provide further analysis of your recordings. If you have received feedback from a healthcare professional that differs from the assessment provided by the Kardia app or Clinician Review, we strongly recommend following the guidance of your physician. There are various factors that may contribute to discrepancies in EKG interpretations, and we always encourage users to consult their healthcare providers for the most accurate assessment of their heart health. Please reach out to our support team for further assistance.

  Customer Answer

  Date: 02/20/2025

   
  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:01/15/2025

  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.

  They have cardiologists who dont show up for calls you pay for and then they charged me for a call I didnt even receive, I called them; got emails and they flat out ignored me after they said oh we dont see you in our system so talk to your bank bye click I want my money back, probably all of it, its an inaccurate device anyways - Ive been to the ** with results and it was ludicrous, Im 24 and dont have afib or wide qrs maybe theyre smart by saying its not to diagnose and not medical advice but its not accurate period too I want my money back for the dumb device, the membership costs for months to give me phony results and the consultation I never got and the 2 doctor reviews of the ekg which arent worth $39 each.

  Business Response

  Date: 01/27/2025

  Dear ****,

  We sincerely apologize for the inconvenience and frustration this has caused you, and we truly appreciate you bringing this to our attention. After escalating this matter, we were able to locate the $79 charge that was previously not found. We have now fully refunded this amount, and you should see the refund reflected in your account within the next 24 business days.

  We understand your concerns regarding your experience, and we regret that it fell short of your expectations. Your feedback is valuable to us as we continuously strive to improve our services and devices.
  If theres anything further we can do to assist, please dont hesitate to reach out to our ************* team. We appreciate your patience and understanding.

  Best regards,

  AliveCor ************* Team

  Customer Answer

  Date: 01/28/2025

   
  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:12/09/2024

  Type:Delivery 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.

  On Dec 2, 2024, I purchased the KardiaMobile 6L directly from AliveCors website. I ordered directly from AliveCor rather than a 3rd party retailer due to their FAQ, which clearly states orders placed by 11 AM ship the same day, and orders after 11 AM ship the next business day. My order should have shipped by Dec 3, at latest.Despite these assurances, the item was not shipped as promised. By the end of Dec 3, the item still had not been handed off to ****. I submitted a support ticket to AliveCors customer service on Dec 4 to inquire about the delay. Shortly after, AliveCor created a **** shipping label, but did not provide any reply response to my inquiry, and the item remained undelivered to **** by the end of the day, per provided tracking #.On Dec 4, seeing still no progress on handing off to ****, I followed up on the support tkt via ******** EOD Dec 5, as package STILL not handed off to ****, and no responses to earlier inquiries - I opened 2nd/new support ticket. I reiterated the now unreasonable delay, and receiving no responses to either earlier *************, Dec 6, five days after purchase, the product remains undelivered to ****, & I have not received ANY communication from AliveCor.The delay has significant consequences. The KardiaMobile 6L was intended as a birthday gift for my mother. If AliveCor had adhered to their policies, it would have arrived on time, even accounting for ***** five-day delivery window. Due to AliveCors delays, the gift will now arrive at least four to five days later than the max reasonably expected shipping window.Desired Resolution:1.Immediate and expedited shipment of my product to ensure it arrives as soon as possible.2.Formal acknowledgment of AliveCors failure to meet their stated shipping and customer service ********************************** must rethink stated shipping policy, if they do not have staffing and fulfillment capabilities to fulfill, and address shortfalls in a timely manner when they happen.

  Business Response

  Date: 12/18/2024

  Thank you for your feedback, and we sincerely apologize for the delays and the inconvenience caused. We appreciate your patience while we worked to address your concerns. To provide an update, we confirmed that your package was delivered on December 10th.

  As we mentioned in our prior communication (ticket #******), the delay was due to an internal issue with tracking information, which prevented timely updates. Your order was shipped using **** in partnership with ***, and the tracking number was shared once the error was identified. We regret any disruption this caused, especially with your intention to give this as a gift.

  We take your feedback about shipping and communication very seriously. We acknowledge the shortfall in meeting our stated shipping timelines and are reviewing our processes to prevent similar issues in the future. If you have any further concerns or feedback, please dont hesitate to reach out.

  Thank you again for bringing this to our attention, and we hope the ************ 6L meets your expectations.

  Sincerely,
  AliveCor Support Team

• Initial Complaint

  Date:11/18/2024

  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 had this service for over a year, and no longer needed it. I emailed a cancellation notice as well as went to my app to cancel, I even received an email confirming my cancellation. I'm still being charged! I see that others are having the same issue. I'll close my account before I keep paying for something that I no longer use, and wasn't good when I did use it. This is ridiculous. It seems as though this company is more interested in taking your money!

  Business Response

  Date: 11/20/2024

  Dear Customer,

  Thank you for bringing this to our attention. Weve reviewed the account associated with your email address and confirmed that the subscription was canceled on October 2, 2024, and we see no charges under this account. However, we have encountered cases where customers unknowingly created another account in the past that still has an active subscription.

  To resolve this, please reach out to our ************* team at ********************************** or ************ with details of the recent charge, such as the amount and the last four digits of the card used. This will allow us to locate any additional accounts tied to your payment information. If a duplicate subscription is found, well be happy to cancel it and issue a refund.

  We apologize for any inconvenience and are committed to ensuring this is resolved promptly.

  Sincerely,
  AliveCor Support Team

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my ********** subscription renewed on Sept 24 in the amount of $105.19. On Sept 26, another charge of $99 was made. I called and advised that the $99 should be refunded as I already paid $105.19 on the credit card bill. I received an email stating they refunded me $105.19 which I have yet to see and cancelled my subscription which I never authorized. I am looking for the correct amount to be credited which is $99 and my subscription reinstated. I already called once and the representative refused to do this.

  Business Response

  Date: 10/09/2024

  Dear ****, 

  Thank you for your patience while we worked through this issue. I just wanted to give you an update regarding your refunds. Along with the refund of $105.19, the second refund for $84.15 was processed yesterday and should be posting to your card shortly, if it hasnt already. I also wanted to let you know that the $99.00 charge from September 26th was just refunded today and should reflect on your card soon.

  Please let me know if Ive missed anything or if you have any additional information. We appreciate your understanding as we work to resolve this for you.

  Sincerely,
  AliveCor Support Team

  Customer Answer

  Date: 10/10/2024

   
  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:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by ****** to renew my annual plan and offered a special yearly rate of $79 for same plan I currently had. I had them confirm in an e mail I would be charged a special price of $79 for exact same plan. I agreed and then was charged $249. When I contacted them they said the price they gave me gave me was wrong and if I wanted to continue it was $249 a year not the $79 they agreed to in two e mails. Requested a refund and demanded they honor the quoted price for $79 but was told no.

  Business Response

  Date: 10/09/2024

  Dear Customer,

  We apologize for the confusion regarding your subscription renewal. Unfortunately, there was an error where our agent mistakenly sent you the price for a different subscription that originally costs $99 and was discounted to $79 as part of a promotion. However, the subscription you actually have is KardiaCare Plus, which originally costs $279 and is being discounted to $249.
  Weve since cleared up the misunderstanding with you and explained how the mistake was made. We can only offer the discounted price for the subscription you currently have and, unfortunately, cannot provide a ********** Plus subscription for $79 when its actual price is $249.

  We appreciate your understanding, and if you have any further questions, feel free to contact our support team at ********************************** or ************.
  Sincerely,

  AliveCor Support Team

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22350786
  
  I am rejecting this response because:

  a company should stand behind a quoted price which was even confirmed via e mail and quoted again at the $79 price. A reputable company should stand behind a quote and not try and but blame on an employee. The employee represented the company and company should be held to the quote. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 10/15/2024

  Dear *******, 

  We understand your frustration and apologize again for the confusion regarding your subscription renewal. To clarify, the incorrect price quoted was due to an error, and while we fully stand behind the quality of our service, we are unable to offer the KardiaCare Plus subscription for $79, as its actual price is $249, even when discounted.

  We value transparency and regret the mistake, but we are only able to honor the correct price for the subscription you have. If you have any further questions or concerns, please don't hesitate to contact us at ********************************** or ************.

  Thank you for your understanding.

  Sincerely,
  AliveCor Support Team

• Initial Complaint

  Date:09/09/2024

  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.

  The ************* EKG unit that I bought from this company is defective. Unfortunately, you dont find out the defect until you try to replace the battery in it! I had they refuse to do anything about it because they said my warranties up and I wouldnt have known this Prior to my warranty expiring if I didnt replace the battery. Battery cover on these units is defective. Its impossible to get the battery cover on or off. It should slide off or pop off easily. It doesnt so the amount of force required to replace the battery. Makes the sensors defective and was showing no connection! Basically the products effective and you dont find out until you try to replace the battery because the battery cover is defective and they wont do anything about it. Big waste of money.

  Business Response

  Date: 09/10/2024

  Dear *****,

  Thank you for reaching out and sharing your concerns. We understand your frustration, and I want to address the points you've raised.

  As we discussed previously, your KardiaMobile device is unfortunately beyond the 1-year warranty period, which limits our ability to send a replacement device. However, we are more than happy to send you a replacement battery cover to resolve the issue you're experiencing with opening and closing it. While I understand that this may not fully address your concerns, it could help improve the functionality of the device.

  We are committed to helping you resolve this issue as much as possible and we appreciate your understanding and patience.