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:16/04/2025

  Type:Service or Repair 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.

  I have bought a medical watch from Pulse medical they gave me a contract for 48 months and the product has been faulty for both of us. We both have fallen and the alert does not go off immediately. Apparently the guy on the phone who I talked to about from Pulse medical says that if it seeks a certain movement. It will go off if it doesn’t see a certain movement it won’t go off. So we want to return these products and they’re yet saying that we need to pay a cancellation fee because we’re past the 10 days of this product and however it’s not our fault we don’t trust companies once we have tried it once. how do we know that it’s not gonna happen again it could be a life death situation especially with ********* having epileptic seizures that is a serious fact the reason why I put both of us in this complete is because we both have a complaint to the same company and Ifigured I might as well tell you guys at the same time. They also have my credit card number and I’m afraid that on the 30th they’re dig me with a cancellation fee. I want them to takeoff my credit card from their file. I don’t know if they actually have taken my credit card off their file *** *** **** ******* * ********* ***** **** ****** ******* ** ** ********** ** ********** ******** ******** *** ** ** ****** ** *** ****** ******* **** they won’t pay for the shipping to be returned. I do not want to get dinged anymore with this product. I’ve only got dinged to one dollarfrom them so far and I don’t care about the two dollar whatever it is, they can keep that, but I want to be able to cancel this not have a cancellation fee. They should get the whole contract because they said that they were going to be able to provide me with adevice that’s gonna work properly and yet they’re telling me that with certain movements it doesn’t actually work. You have to have actually fallen on your side in order for it to work.

• Initial Complaint

  Date:20/01/2025

  Type:Service or Repair 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.

  Was told used ALL TOWERS in Canada, main ones in USA & worked some places in Mexico so entered into Contract#******* Fell Aug 27/25 & GPS WATCH did NOT DETECT my fall!! Pushed stem on watch: SAID CALLING 1st Contact ERROR Watch Face said Launch?? NOT RESPONDING "Wait or close the APP. NOT what you want to hear when laying on the ground & CAN'T get up!! Made cancellation request Aug 31 because I WAS NOT WILLING TO RISK MY LIFE on their DEVICE. RETURNED DEVICE to ** ** **** *,Hamilton,ON as REQUESTED
  ****** **** Tracking # above was RECEIVED Mon Sept 9@ 13:16 Their ***** COLLECTIONS have only missed Sept 30 STOP PAYMENT & DEC 30 as I laid a COMPLAINT with *** to stop ALL PAYMENTS as I SHOULD NOT PAY RENT for a Pulse Medical DEFECTIVE Alert System in THEIR POSSESSION since Sept 9 @ 13:16. Post Tracking # @ top of this complaint. Made payments totalling 819.00 for a DEVICE that I am not willing to trust with my life. I believe I shouldn't have to pay for a RETURNED DEFECTIVE DEVISE that LET ME DOWN when I needed it
  ******** ********* ******* **** ***** ******** ******* *** ************ ***** ****** ** ***** ****** ******* *** ***** *** *************************************** * *********************** * **********

• Initial Complaint

  Date:17/12/2024

  Type:Service or Repair 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.

  Pulse Medical is not fulfilling its end of the contract. My mother has been without a working pendant for the last three weeks.
  Luckily for her, I was home last night when she had a serious fall requiring me to call 911 at 1 am. Her pendant DID NOT alert to this fall. Had I not been home, who knows how long she would have been on the ground.
  I have called several times asking for a manager to call, and I'm informed that they can not put me through to a manager and that they will advise the supervisor and have someone call me back. I advised that that wasn't good enough and wanted to speak to someone right away. They advised that they were all in a meeting. I said I find it difficult to believe that they have ALL been in a meeting for the last four hours.
  This is NOT the first time we have had issues with this company and the lack of customer service.
  
  I also find it ridiculous that the company has seniors sign up for 48 months.
  
  EDIT: At 4:30 p.m. on December 16, a "manager" called me back and advised that there was a delay in getting a new pendant to my mother due to the courier company they used being backed up. I advised that this was not an excuse and that they needed to find alternate ways of sending out the medical equipment. They advised that they would send it out on December 17, 2024, via an alternate courier, leaving my mother without a working pendant even longer.

• Initial Complaint

  Date:06/12/2024

  Type:Billing 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.

  Sun. Sept. 29 2024. I signed Pulse Alert Agreement 2 because the agent had filled out Pulse Alert Agreement 1 with the wrong address for me. 
  Fri. Oct. 11 2024. I signed Pulse Alert Agreement 3 because the agent told me to. I was of the impression everything was the same, but I didn't read it. I charged the watch 100% at 9:00 PM, went to bed a few hours later, then early Saturday morning at 5:00 AM, the watch woke me saying the battery was low. Previously, the battery had always lasted at least 24 hours. I called in later on Saturday morning, since I was told they work Saturday mornings. Mon. was Thanksgiving Day. I got no response till Tues. On Tuesday they made excuses for why the battery should drain so fast all of a sudden, made some adjustments, but I never got the battery life back that I had the first ten days or so. 
  
  Tues. Oct. 29 2024 At about 8:00 PM the agent called to test the watch because I had requested the call. He told me to press the fall button. If it worked correctly, it would have connected with the call centre, and someone would have asked if I had an emergency. I would have said I'm just testing and they would have confirmed my location. I got no reply. 
  
  The agent tried calling my watch and could not get through. It was confirmed that my device (a smart watch outfitted with a fall alert) did not work. He said he would call back the following day or day after with more information. 
  
  As soon as we ended our call, the ********* Ambulance called saying the ambulance was on its way because they could not get a voice response from my fall alert. Apparently, the call went out but I could not receive calls. 
  
  No call ever came through till I called in. I forget the details of subsequent calls and what all happened. One agent wanted to test the watch again but I refused because I did not want to waste any more first responder time. 
  
  Mon. Nov. 4 2024 I verbally terminated the Agreement. Later in the week, the above letter arrived in the mail. Apparently it was not submitted till the next day. See date on letter above.
  
  I don't have dates until the middle of November but sometime along the line I agreed to try a replacement watch, which arrived in record time by courier. In this way, I averted the Cancelation Fee at the time.
  
  Nov. 11 2024 my replacement watch arrived by courier, with a label to return the old watch. I did not return it immediately, then ****** **** went on strike. So I still have it. I activated my new watch and it seemed to work.
  
  Fri. Nov. 15 2024 I tested the watch. Dispatch got no signal. I called Customer Service. Can't seem to fix it. After one hour, sixteen minutes, the agent decided to escalate the case because the signal here in my home is very weak and inconsistent. Previously, I always had different agents each time I called and when they called to check up. Now the same person was working with me all the time. I liked that consistency. He said he would call back on Monday. His recommendation was to try a pendent instead of a watch. 
  
  Sat. Nov. 16 I talked with a friend who advised me to ask what if the pendent doesn't work. 
  
  Mon. Nov. 18 2024 about 5:00 PM the agent called. If the pendent doesn't work, he said he would advise a control panel, but it has a limit of 2000 feet. I can't accept that solution because I am an active person. I travel all over the city with the bus for shopping and medical appointments. I might trip on the sidewalk far from home. Originally, when planning which device I should get, we decided the watch would be best because of the flexibility that it works no matter where I am. Turns out it doesn't work right here in my home. That is not okay. If I pay for this service, it must be something that works everywhere I go. 
  
  I signed the Agreement in good faith that the device would work as promised. The company accepted the Agreement in good faith that the device would work as promised. No one knew that signal was weak/nonexistent in my residence. The agent kept telling me that the problem is where I live, as though I should move. Expecting a client to move is not a reasonable expectation with regards to a Contract for a company's product that doesn't work. I live in the middle of the city where one would have expected signal to be very good. No one knew it wasn't. I asked him for company policy in a case like this. He promised to ask his superior and call back in a few business days. 
  
  Mon. Nov. 25 2024 he called back on my landline (my only telephone) while I was at the dentist and left a message to call him. I called as soon as I got home but he was unavailable. He said he would call in thirty minutes. I waited by the telephone 90 minutes. No call. 
  
  Thurs. Dec. 5 2024 1:45 PM he called. No changes to the policy re Agreement and cancelation fee. He now used words such as "not satisfied," as though he was dealing with an unsatisfied customer and nothing more serious. Yet this was the same agent who had spent 75 minutes trying to fix my watch, and agreed that it did not work.  Company policy, apparently, is that customers must downgrade if the device they agreed to does not work, even if that downgrade does not meet their needs. I asked, "Does the company take no responsibility for a situation in which its products don't meet client's needs as originally agreed?" He said he cannot answer that question. I said I need an answer to that question. We hung up.
  
  Instead of waiting for an answer and wrangling further with this company, * ****** ****** ******** ******* * **** *** *** ********** ** *** ** ** ****** *** *** ***** **** ** ********* *** ** **********
  
  

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair 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.

  I signed a contract Oct 22, 2024 for a wrist watch, I received the watch Oct 30, 2024, and returned the watch Nov 6,2024, the 2nd day I had the watch the alert kept going off, I called to tell them it keeps going off I want to return the watch, they called to say they will lower the signal on it, to wait until next week to see how it's working, I called on Nov 4 and 5, but Noone returned my calls, so I called the 888 number, they said I could return the watch but it would cost me $500, the watch is very bulky and does not look like the advertised sleek watch, * ** ** ***** **** * **** ** *** ** ** ***** I only had the watch for 2 days when I wanted to return it, they convinced me to try it out for the weekend, so when I was told that I would have to pay $500 because I only had 10 days to return from the date I signed the contract, i was completely shocked, I was told I could have the watch for 30 days for free, I'm very frustrated ** * **** * ** ***** ***** ********* *** *** ***** ******* ******** ********** ** ***** ******** * **** **** ** *** **** *** ******* *** **** ******* *** ****** **** ************ *** ***** ***** ********* **, if you could help me with this issue, I would gratefully appreciate it, Thank you

• Initial Complaint

  Date:29/10/2024

  Type:Billing 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.

  I got two medical alert watches from them. The guy told me i wouldn't have to pay anything until i was satisfied with them and i could send them back at anytime without penalty but i wasnt happy with them. And all i had was trouble with them .
  So i talked to them on multiple occasions and they said they can fix it but they couldn't
  the problem was it would go off by itself and dial 911.
  so if i didn't hear it it dial 911 and the ambulance would start to come and it would cost me 800 to 1,000 dollars if i didn't get a hole of them.
  and i call them and told them i couldn't use them.
  So i sent them back .
  And they got them and now and they want me to pay for them.
  They want 2,358.65 for the Watches.
  For the watches they have.
  **** *** *********** *** And i've tried to call them but they wont answer the call from me.

• Initial Complaint

  Date:18/10/2024

  Type:Order 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.

  I purchased a medical alert device in July that was defective and did not charge in less than 90 days I requested a replacement charging device twice which never arrived I further contacted pulse medical to cancel my service and was told thar I must pay $500 to cancel a service that isn't functioning...8 informed them I will not pay for a service that doesn't perform as advertised!

• Initial Complaint

  Date:06/08/2024

  Type:Product 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.

  The watch sent out didn’t function properly, I called to cancel and was told that an $1000 cancellation fee would apply. This fee is not listed on the contract at all.

• Initial Complaint

  Date:18/07/2024

  Type:Billing 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.

  My mother had the Pulse Medical alert device. She passed away on May 13, 2024. While addressing her finances and closing her bank account, I attempted to contact, Pulse Medical. I phoned and left a message with no response. I left an email and there was no response tho that either. They debited the June payment from her account without acknowledgment of my email of her passing, which caused an NSF charge to her account. I left a review on Google explaining what had occured and suddenly they replied to my email the next day requesting a death certificate and the device returned in order to stop payments being debited. They are taking funds away from what is needed to pay for funeral costs. They did not acknowledge receipt of Proof of Death certificate and had bank withdraw 2 months payment in June. As well, they have emailed my mother to demand payment despite having had a Proof of Death emailed to them by me. They have yet to respond to my last email, sent June 20 2024, which contained the Proof of Death they requested.

• Initial Complaint

  Date:18/07/2024

  Type:Product 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.

  I ordered this device and it arrived at my mailbox 11 days after order was placed by phone.
  Their policy is no returns if not returned within 10 days of placing the order. I contacted them the day after receiving it to send it back and was told this was past the time for returns. I would either have to pay the total amount of the 4 year contract. My only other choice was to change the device for another at a lesser cost to me. I have opted for this as I had no other choice.
  This company does not deal with their clients in good faith. The way the contract is written I would say the onus is on them to make sure the device arrives before the specified 10 days so returns are available to everyone who like me finds the watch too big and bulky for comfort