Customer ReviewsforUnaliWear, Inc.

I give 2 stars because I have spoken to 2 sincere people who I think have tried to help me while a customer of ********************. However, I was disappointed to learn of the fees assessed when returning/cancelling. I am certain no where did I read or get information regarding the cost involved when returning an item that was not working correctly (i.e.the batteries). This is one of the reasons my mother decided to change to something else. She was continually having issues with her batteries.As for the prorated months deducted from my refund, I still disagree with the formula used. I know that the website mentions receiving a prorated refund but no where does it state that it would revert to the monthly fee schedule if canceled within the annual fee period after paying for the year upfront.For someone who has invested a lot of money into helping my mother, I must voice my concern over feeling a bit duped financially. Most unfortunate is that this probably happens more times than not to the seniors using the devices.A disappointed past customer who is still waiting on the first refund from a returned item mailed back in May of this year-

We are sorry to lose your Mom as a wearer and appreciate you recognizing the sincerity of our Customer Success Team, whose goal is to deal with every customer with empathy and respect. We are also happy that your Mom wore her Kanega Watch and was able to receive the round the clock protection and emergency response that the watch offers for nearly 2 years. We sincerely hope you find an option that works better for her going forward. In terms of the issues with the batteries, we see that she had two batteries replaced because the prongs were broken (one was replaced for free as a courtesy) while she had her watch. The prongs are what lock the batteries into the watch carriers and to release that locking mechanism, the wearer simply needs to push the batteries forward in each carrier while still wearing the watch - as per the video showing how to do this, the visual diagram in the guide that comes with the watch and during the welcome call each wearer receives. It's generally a quick simple process, but if the batteries are forced out of the carries, the prongs can be broken. It doesn't happen very often and we are very sorry your mother struggled with this process. In terms of your refund, our terms and conditions are quite clear and simple - we offer a prorated refund on any full months of unused service for those that choose our Annual Plan. However, if you don't keep the watch service for the entire year, you are not entitled to the discounted ************** rate. Note you can cancel anytime and there is no contract you are signing. The vast majority of our wearers find this policy clear and logical, but we understand not everyone will agree. Again, we are sorry if you feel differently. Please note that if your mother gets an alternative medical alert device and is disappointed by the experience and wants to try a Kanega Watch again, we will provide a courtesy discount equal to her original set-up fee. Either way, we hope you find an option that gives her, you and your family the peace of mind you all deserve.

I am writing this on behalf of my spouse, a ****** watch customer for 16 months. Since the upfront & annual cost is high, I recommend due diligence before doing business with this company. Regardless of claims, we found the Wi-Fi range of the Kanega watch to be unreliable. There were instances when the watch accurately detected falls. In these cases, the company called (occasionally delayed); however, location services were unavailable in some well-populated areas of ** and ** (where watch was primarily worn). Had medical response been necessary, location coordinates would have been unavailable to emergency dispatchers. There were also multiple problems with batteries unseating during normal wear, prompting calls to the company for resolution. As life circumstances shifted, terminating service became necessary. The cancellation experience was incalculably painful. Regardless of the high up front and annual costs for equipment and services, my spouse was required to return all equipment to the company in good condition prior to cancellation of service charges and issuance of the prorated refund on the annual payment previously made. Initially, customer service relayed that a ***** shipping label would be forwarded via email; however, a follow-up call to the company revealed that the cost for return shipment would be the wearers responsibility ($46). There is also a $75 restocking fee, regardless of how long the watch was worn. The company provided this information prior to purchase, with the exception that shipping costs would be the responsibility of the consumer. Simply, caveat emptor. ***************** although targeted to an older population, was at times snippy and impatient. This was particularly evident when canceling the subscription. Individuals could consider whether they might be equally or better served by an alternative nationally-recognized medical alert system or a newer smart watch with fall detection capability.

We are lucky and blessed that the vast majority of UnaliWear's online reviews are 5-star, so when a 1-star review is posted, we take them very seriously. We will be reaching out to this former customer directly to clarify a number of points in this review, including:
- The watch only connects to WiFi in the wearer's home (or other WiFi locations that have been programmed into the watch). It's actually a powerful unique benefit of the Kanega Watch - since all other medical alert devices only connect through cellular, which can be unreliable inside residences (with walls and ceilings blocking the signal). WiFi provides the most reliable way to connect to our 24/7 monitoring center through the watch when the wearer is at home. When the wearer leaves home, the Kanega Watch automatically switches over to ******* cellular (the cellular plan is part of the watch service) and works throughout the country wherever there is a ******* signal. 
- When an emergency alert is sent from the watch (either via voice, button or fall detection activation) the agent who receives the alert should also receive the wearer's *** location. It is possible that, because of environmental factors where the wearer is located, the *** fixing may be delayed. That is true for all devices that use *** (as all companies are tapping into the same *** commercial service provided by the government).
- The wearer actually had many instances where the watch accurately detected his fall over the 16 months in which he was an active wearer. Since the Kanega Watch is rated by the ** Times/Wirecutter and the **************** on Aging as having the industry's best and most accurate fall detection, it is hard to understand the reviewer's one-star review.
- The battery system is patented and quite popular, but each wearer does need to snap them into the battery carriers. If not, it is possible they will fall out. The reviewer called multiple times, including on weekends, regarding this issue and we provided the best customer service we could to help solve his issue and alleviate these concerns.
- Earlier this year, UnaliWear changed its pricing to ensure that the upfront equipment cost is not a purchase vs. a lease. Prior to this, when the wearer began his subscription a number of years ago, the wearer paid a set-up fee and then was required to return the equipment to cancel the service. This was clearly communicated during the checkout process, on the email receipt received as well as when the reviewer called to cancel in the email cancellation procedures. We are sorry the reviewer thought it was a painful process, but we did everything we could on our end to make the process easy and smooth. We listened to the recording of the call to cancel by the reviewer and our customer service rep was friendly and professional and the end of service email was sent out promptly; so we are confused and saddened by the reviewer's experience.
- UnaliWear does charge a $75 restocking fee, but only if the wearer returns within the first 30 days, in which case the wearer is provided with a full refund less this restocking fee. After 30 days, there is no restocking fee for canceling the service.
 
We are proud and honored to have protected this wearer over 16 months, allowing him to wear his watch 24/7 with the industry's best fall detection. We are really sorry that the reviewer and the wearer still felt their experience was worthy of a 1-star review. Again, we will reach out to the reviewer to hopefully better understand her experience and that of her husband in the hopes of continually improving our service and offering for a fast growing wearer base.

I purchased the UnaliWear watch for my 85 year old brother last year. The main reason I picked the watch over the necklace fall device was the fact you never need to remove the device when charging the batteries. I have no complaints about the unit but I have issues with their return policy. From the website I believed that we owned the watch, batteries and etc. My brother had to move to a nursing home this March. I contacted them to return the unit and get the balance of the annual contract($349.75) back. I was told that until everything was returned to them, they would inspect, there would not be any refund in fact you could owe money if any parts are missing. This information should be stated on the opening page of their website. Not hidden on the back page.I called and emailed them to discuss the $219.00 charge they applied to my refund. They said there was damage to the back of the plate which I did not see any before returning the watch. When I followed up with any email last month they didnt bother to answer me. I should have taken pictures of all the parts before returning!Suggestion, Be very careful with this company! I assume this is a very small operation since it can take 2 to 3 days to get a phone call back and no one answers their emails.

We are surprised and saddened by this 1-star review. The reviewer's brother wore his Kanega Watch regularly for well over a year. As she indicated, her review has nothing to do with our watch or its performance for her brother. Regarding her return experience, it is clear on our website, including during the checkout process, that the equipment needs to be returned to us in good condition and then we issue a prorated refund. We are really sorry for the reviewer's confusion. In terms of us responding to her, we do prioritize getting back to current wearers and their loved ones with timely product/service concerns or questions, so it is possible that it could take 2 days to respond to questions related only to billing. We have thousands of wearers across the country but continue to grow and hire to serve the needs of our wearers and those that care for them.