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:01/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is in behalf of my mother ***** *****. I, ****** ******* am her POA. My mother is severely hearing impaired and has Dementia. I am writing this complaint about the company that provides my mother's emergency fall necklace service. It started out, and was explained to me, that it would cost $34.93 a month. At some point the monthly cost jumped to $47.65 without our knowledge of why. This amount has automatically been taken out of my mother's checking account through auto pay. I have contacted them 3 times by phone about this. The first time they said they would fix it and did not. The last time I was told it would have to start a manager ticket or something like that to get it fixed. The person on the phone told me they would call me back. I asked how many days should I expect a phone call so that I would answer a number I didn't know on my cell phone which I don't normally do. She told me it would be 7 - 10 business days. It has been longer than that and I have not received a call. They never call me back like they say they will. I always have to call them. The problem is still not fixed. I want the overages refunded and the originally agreed upon price to be changed on the auto pay statement. They have been overcharging and automatically taking the wrong amount since June 2023.Thank you.

  Customer Answer

  Date: 07/25/2024

  Yes, everything is fine.

• Initial Complaint

  Date:09/21/2023

  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.

  The company was supposed to take money for their service each month but something went wrong with their system and the only money to come out of my debit card for $40.60 on February 9, 2023 {showed up on my bank account on February 10, 2023}. Eventually they billed me for services January 2023 through May 2023. I paid the amount they requested minus the $40.60. So now they are billing me the $40.60 although I sent proof from my bank that the money was paid to VRI as I have described previously. Today I received another bill stating they will send me to collections or contact a lawyer to collect the money. I need help convincing the company I do not owe this money.

  Customer Answer

  Date: 01/10/2024

  Consumer has not heard from the business but the billing issue is resolved. 

• Initial Complaint

  Date:03/23/2023

  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.

  Received a bill from VRI for ERS Digital (Rental). ***** had no clue what the bill pertained to and asked for help at New Horizons ADC. Cate, case manager, called the number and the CSR could not explain what service was being rendered. She was informed that regular automatic deductions were being processed to the client's Visa card. She indicated at least one year of deductions. Cate looked up the product description and this is a service the client would never purchase. Phone number and other related numbers very confusing and pushing elders to press the button for services (************.) This is an obvious scam. I have asked ***** to find all her Visa statements for a year or more.

  Business Response

  Date: 04/10/2023

  Formal Response Attached

  Customer Answer

  Date: 04/17/2023

  Have you heard from the company? YES

  Are you satisfied with the company's efforts to resolve the matter? YES

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother, ****** *******, injured her knee at home on Monday, January 9. She is 100 years old and lives independently. She fell and was unable to get up. She pressed the medical alert button of her VRI system and received no response after several attempts. A couple of years ago, a routine test of her system failed miserably. There was no response from pressing the medical alert button and we were, at the time, unable to even reach a representative over the phone number listed on the equipment. The equipment was afterwards updated by VRI's local representative. This time, when the service was actually needed, my mother laid on the floor for about an hour before struggling to crawl to a telephone where she was able to reach my sister. They called for an ambulance and she was transported to the Van Wert County Hospital Emergency Room. She is now at the Vancrest Rehabilition Center in Van Wert. My mother has subscribed to this service now for several years. The fact that the equipment was recently replaced and still failed when she needed it the most is extremely disturbing. I am asking for a refund of at least the previous twelve months of service which amounts to $384 ($32 x 12). The service has since been cancelled. ***** ******, Power of Attorney

  Business Response

  Date: 02/03/2023

  February 3, 2023

  Re: BBB Case #********

  To whom it May Concern,

  At VRI, we are here to help. We are driven by our mission to improve the quality of our Members’ lives. We are guided by our desire to serve parents and grandparents with efficient, effective, and compassionate care.

  Regarding the Member for whom we received the above-referenced report, it has been our honor to provide them with service, including the successful response and dispatch of assistance, over the course of several years. During those years, we provided monitoring to the Member on behalf of a Referring Agency with whom the Member is contracted. Per VRI policy and our underlying contract with the Referring Agency, VRI provided the specific device – featuring an analog connection over a traditional landline phone line – based on information provided to our team from the Member and the Referring Agency.

  As part of ensuring successful and reliable usage of our services and devices, we monitored the Member’s device for successful regular testing of the devices functionality and encouraged monthly testing of her button to confirm successful signals between the device and our Monitoring Center. From such monitoring and testing, we can confirm that regular communication was received from the Member’s emergency response system during the period from initial installation and activation through the date of disconnection. However, in researching the above-referenced report, we did discover that the client changed phone service carriers from a carrier that does fully support a landline emergency response unit to one that does not. Unfortunately, this change could have impacted the reliability of the service and because VRI was not made aware of this change during the time of service, we were not able to supply an alternative device to better support the Member’s service.

  During the incident occurring on the date noted in the above-referenced report, the Member’s family member tested the emergency pendant. The signal was successfully received by VRI’s Monitoring Center. However, despite multiple attempts, no contact could be made over the unit nor could the Member successfully be reached at the telephone number on record and associated with the Member’s residence. This inability to reach the Member in response to the signal prompted VRI to follow established internal protocol and dispatch the responder listed on the Member’s account (in this case, another family Member) to check on the Member. The responding family member called into our Monitoring Center to confirm that no additional help was needed. In an abundance of caution, a service job was immediately placed on the Member’s account and a replacement was installed by the Referring Agency

  When the Member’s authorized family member recently notified VRI of their intention to cancel Member’s service, we complied with their wishes on the same day by placing a disconnect communication on the account to the Referring Agency. Per VRI policy and the terms of the underlying agreement, it is the Referring Agency’s responsibility to follow also be responsible for addressing questions around the possibility of a refund for service.

  If you have questions regarding this incident or further request, please feel free to reach out to me.

  Best Regards,

  ****** ****

  Please see attached response. 

  Customer Answer

  Date: 02/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The statement (However, in researching the above-referenced report, we did discover that the client changed phone service carriers from a carrier that does fully support a landline emergency response unit to one that does not. Unfortunately, this change could have impacted the reliability of the service and because VRI was not made aware of this change during the time of service, we were not able to supply an alternative device to better support the Member’s service.) made by the company's representative is irrelevant. 

  The change from the land-line phone carrier (Frontier Communications) to a mobile phone service (Lively Communications) was made on January 25, 16 days after the reported failure of the equipment that occurred on January 9.  As a result of her injury, my mother spent 28 days in a rehabilitation facility and has since been moved to an assisted living facility.  If this event had not occurred, there would not have been the need to port her number from the land line to a mobile phone.
  
  Sincerely,
  ***** *. ******, ***

  Business Response

  Date: 02/27/2023

  February 24, 2023

  Re: BBB Case #********

  To whom it May Concern,

  At VRI, we are here to help. We are driven by our mission to improve the quality of our Members’ lives. We are guided by our desire to serve parents and grandparents with efficient, effective, and compassionate care.

  Regarding the Member for whom we received the above-referenced report, it has been our honor to provide them with service, including the successful response and dispatch of assistance, over the course of several years. During those years, we provided monitoring to the Member on behalf of a Referring Agency with whom the Member is contracted. Per VRI policy and our underlying contract with the Referring Agency, VRI provided the specific device – featuring an analog connection over a traditional landline phone line – based on information provided to our team from the Member and the Referring Agency.

  VRI has been in contact with the complainant in the above-referenced case and have come to a resolution which includes a limited, one-time refund. It is our belief that our correspondence with the complainant and the refund has successfully and agreeably brought this case to a close.

  If you have questions regarding this incident or further request, please feel free to reach out to me.

  Best Regards,

  ****** ****

  Quality Assurance Auditor

  Valued Relationships, Inc

  Office ************ Ext *****

  *****@vricares.com

  Customer Answer

  Date: 02/27/2023

  
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/27/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  To VRI (and its horrible customer service).

  1. I received a nasty letter from you, marked "second and final notice" I have not received any prior letter from you.

  2. The service was not terminated by me, neither I owe you a cent. My insurance,  ??????? terminated my coverage and other services they provided.

  3. The letter instructs me to place the equipment in the enclosed envelope. No envelope, box or label were sent.

  4. The customer service phone number in the letter is not a working number.

  So, I have no other option but to write this letter. I am sending a copy to the BBB and the Attorney General denouncing or rude and bad practices.
  

  I am not going to try to return something that I even did not ordered to begin with.
  

  If you want your equipment back, send a  self stamped envelope or box or label, accompanied by a nice and professional letter, without threats or rudeness.
  

  The sooner you do your part correctly (sending the "envelope") the sooner we will end the need of communication.
  

   

  See Attachments