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:24/06/2024

  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 ordeded a monitor device for my husband who has a history of falls. We received a device from Pulse Alert on May 22, charged it for 2 days and had installation done on May 24. The alert for dead battery went off within 11 hrs ( 4am) and I called the support line. They made adjustments and advised to charge watch for another 24 hours. The next day my husband wore it approximately 8 hours and the battery was drained again! I reported this to Pulse Alert and a technician was on the phone with me for over an hour, resetting the device. The gps on the device indicated we were located at an address that did not exist in our area and i was concerned about the response time taken to respond to the test sos (over 30 seconds to answer alert). My husband put the watch back on and the alarms would go off when he reached for a glass and just put his hand down on the bed so he refused to wear it. He did not wear the device for over a week and after talking with a tech once again they asked us to be patient. The final issue was yesterday when my husband was at a function, standing in line and the alert went off for no reason. I received a call at our home saying the alert went off and that the GPS indicated that he was at home, which was incorrect. Obviously the GPS does not work properly and the alert function goes off for no reason. The battery would not hold a charge and alerts would go off in the middle of the night. Many adjustments were made but the battery was always dying and the alarms would go off just reaching for a drink. We are in a dead zone for cell service so this is causing a lot of problems with the system. After trying unsuccessfully for a month to get Pulse Alert system to aid in our home I have given up and want to cancel this contract since their system just won't work properly for us. Pulse Alert is demanding $500.00 to cancel our contract which is totally unreasonable since their device never worked for us.

• Initial Complaint

  Date:07/06/2024

  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 bought the services of Pulse Medical 2/7/2023. I live alone and thought this would help me feel more secure if a health issue occured. May 25th I pressed the button for help and no response. Again on May 27th and still no response. I called and they told me I couldn't cancel as I was in a contract, which I never signed nor agreed to. I have called them 12 times without response from any supervisor. I received a bill for 1 thousand dollars and called to say I refuse to pay. Then I got a bill for 500.00, then a few days later another bill for 552.44, I called again and requested a call back which I still haven't received. At this point I told the person to pass on the message that I wanted a refund for the months I paid. Still no call back. That service was giving me peace of mind as I live alone. If I had anything more serious, I'm sure I would have been found dead. Please help me. *** ****** *******

• Initial Complaint

  Date:07/05/2024

  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’ve attempted at contact with this company - each time I get placed on hold - it took 3 weeks for someone to respond to my inquiry. I asked for a manager, no one was available. Now I’m getting a threatening letter that if I don’t pay it off 1700$ I’m in trouble. My medical alert device has not worked for three months. Ive asked them by email and by several calls to help me get a new one or fix this one. But, I’ve had no response. So, I placed a stop payment - please help me - *** ** ***** *** *** *** ** * ******* ********  I’m a fall victim so I had to go and get another device. * ***** ***** ****

• Initial Complaint

  Date:23/04/2024

  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.

  On March 25, 2024, I entered into an online contract with the previously mentioned company. I received a PDF copy of the contract on March 30. Early in April, I received the device which is of watch that is supposed to alert for falls, and other medical issues. On April 8 I received a phone conversation with one of their representatives to set up the device. Since that time there have been several malfunctions with the device, it has signalled I had a fall which I did not. The response is supposed to be to press the SOS button to let them know that it was a false alarm. I did so and it did not stop the alarm for several minutes. I did not receive any call from any person that was supposed to be monitoring the device. Another issue is that I have not been able to access several of the functions that they advertise on the watch. Since that time I have made two phone calls and sent two emails outlining the problem. The first was April 17 and the second was April 22. I have not received any response from the company to any of this. I wish to cancel the contract but my fear is that they will not acknowledge that I have sent that I wish to do so. The company has my credit card information and that concerns me

• Initial Complaint

  Date:18/04/2024

  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.

  As of today, I have paid over $514 for a fall detection watch. I have had two significant falls, one of which resulted in a one month stay in the hospital. Neither of these falls generated an alert on this device. I have tried to remedy the situation through customer support and have received a less than satisfactory response. I have lost faith in this company and their response to a senior encountering difficulty is unacceptable. My only option to not use this product is to pay over $2,100 to cancel the contract that is of a 48-month term that they locked me into at 87 years old. I cannot afford to switch to a working device with another company as they have me locked into this contract. It is not safe for me to live at home alone without some kind of fall detection and it is unsafe for me to continue using this product, but they have left me no choice.

• Initial Complaint

  Date:15/01/2024

  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.

  Pulse alert company days I have to pay them for 3 yrs when I just wanted to cancel the item and had to put a fraud complaint with my bank so they couldn't go back into my account knowing the money isn't there now my account is well over 150.00 with NSF charged so my account now is restricted so they can't go back in to try and withdraw any money. I believe this is an attempt to ********** me to the point of frustration and over draw my account anyways.

• Initial Complaint

  Date:31/10/2023

  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 had a 44 month contract with Pulse Medical. My contract ended August 1, 2023, yet they have continued to take monthly payments from my bank account. The last one on October 4, 2023. I phoned Pulse Medical requesting them not to take any further payments from my account for a service that I have had problems with and reported to them. I do not use the system as it is unreliable and does not work most of the time. I also requested a refund for the months beyond the end of my contract that they have taken from my bank account. They absolutely refused to issue refunds and were extremely unreasonable about it. I phoned my bank to request stop payment from Pulse. In order to get the refunds that are due to me, I have to go to my bank and fill out forms. As this is difficult for me to do because of physical disabilities, I thought I’d try Pulse again to see if I could talk to a reasonable representative. They are not answering my calls and disconnecting my call.
  **** *** ** *** * *** *** ** **** **** ****** ** ******** **********. * *** **** **** * **** *** ******* ***** ******* ******** ** *** ** ***** *** *** *********** **** ******* **** *** **** *** ******** **** *** **** **** *** ***** ** ***** **** *** * want a refund for the 3 months they have withdrawn from my bank account since my contract expired. The* ****** *** ** ******* ** ******** **** ***** **** ********* ******* **** ********* ****** ********* Absolutely appalling!!! I was finally able to get through to Pulse and explained the whole thing again and that I have stopped payment with my bank. I was hoping to resolve this amicably, but they don’t care and told me to go ahead with this complaint and fill out forms at my bank to get the refunds.

  Business Response

  Date: 21/11/2023

  ****** has been our valued customer since October 2019, when she entered into a Service Agreement with our company. At Pulse Medical, we are committed to addressing any reported issues with utmost diligence and have been prompt in answering all of ******'s calls without any record of missed or disconnected calls.
  During one of our recent conversations with ******, we endeavored to clarify that her contract would auto-renew automatically by referring her to the Service Agreement she had signed. We also advised her that upon receiving the device return, we would provide a return label to ensure that she would not have any out-of-pocket expenses, following which we would proceed to close the account.
  In light of the above, we conclude that this situation was a result of a misunderstanding and that we are pleased to confirm that our service offers complete protection with round-the-clock monitoring. We have addressed all phone and email interactions with ******, clarifying her objections every time and regardless of her stopping paying for the monthly service, we prioritized her safety and provided the full monitoring coverage without disruption.

• Initial Complaint

  Date:02/10/2023

  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.

  On 05/18/2023 over the phone, there was an offer to try there product for one month free. Going forward I would pay an amount of money, which I said I could afford. I received the product and as there were issuses setting up therir product I stated to the technician" I was sending it back. I returned the product. I contacted the company and confirmed the tracking number with an employee. The emplyee stated " that they had received the product, but that this didn't cancel my account. In the original conversation, not once does their employee state that I would be locked in and held accountable for the product or that there would be an early cancellation fee.
  * ** * ** **** *** ******** **** **** ***** **** * *** ****** *** ** **** *********** *** ** **** *********** I would have never agreed to the free month. Pulse Medical is now attempting to collect 550.19
  I don't believe that I shoiuld pay any monatary amount
  ********* *** **********

  Business Response

  Date: 30/11/2023

  We talked to ***** on May 18, 2023, to discuss the cost, contract terms, and monthly payments for a device. We shipped the device and then had a call with her to help her set it up.
  
  During the installation call, at first, ***** requested cancellation as she was not willing to connect the device or follow our instructions, as she perceived it to be too much of an inconvenience to set it up. At that time, our technician advised her to return the device. However, in response to this advice, ***** stated that she was afraid to connect the device. Our technician encouraged her to complete the installation process, and ***** agreed. The device was connected and successfully tested through an emergency test call. After installation, we confirmed all the account details with Janey, including the contract terms, monthly payment fee, and payment dates. We spent 55 minutes on the phone with her to make sure everything was working correctly and that ***** was clear.

  
  Once the installation process was completed, we ensured to verify all the account details, including the contract term for 48 months, monthly payment fee, payment dates, and even the process to be followed in case she went to a long-term care facility or in the event of her passing. We always ensure that our customers' doubts are clarified, and our call with ***** took 55 minutes, during which we confirmed that her device was working correctly.

  
  Despite our efforts, we were unable to process any monthly payment from Janey. However, given our commitment to prioritizing her protection and well-being, we ensured the maintenance of her service and continued providing her with our 24/7 emergency monitoring service. 
  After a few months, ***** stated that she returned the device as she had experienced issues since day one. We verified that her device was working correctly and received subsequent daily signals from her unit confirming the same.

  
  Despite our best efforts, ***** chose not to acknowledge her agreement, declined the appropriate device functionality, failed to honor her monthly payments, and refused to continue with the service. As a result, we had limited options and proceeded to cancel her account. We can confirm that all of our processes were carried out as expected, and we provided her with all the necessary information and device functionality.

• Initial Complaint

  Date:19/06/2023

  Type:Order 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.

  9 months ago looked into getting a fall protection helpline. Wasn't informed that it was a 4 year contract and requires a $1000 plus payout to get out of the contract. Recently had a fall and it didn't provide any help. Asked the company and they said I wasn't covered for fall protection at all and could not get out of the contract.

  Business Response

  Date: 13/12/2023

  ******* contacted us and shared her experience with a competitor and complaining about the same situation she expressed in this complaint. During the interaction, our representative provided her with a detailed explanation of the device's options, functionalities, price, and terms. Later on, during the installation call, we provided them with the full terms again, and she agreed, once again, to the price and terms. 
  Later on, she requested to change her device to a different model with a price reduction and different functionalities. She received and signed a total of two service agreements, the first one with the original details and the second one reflecting the new device and price; we also confirmed all the details with her.
  ******* called a few months after complaining that her device was not working as she had multiple falls. During our call, it was confirmed that she did not press the SOS emergency button on her device, and she never triggered the emergency call. We offered to add the Fall detection functionality to her device, which she declined, stating that she just wanted to cancel everything and did not allow us the opportunity to go over the details. We have attempted multiple follow-ups with her. However, her contact phone numbers appear disconnected, and we have not received and answer to our emails, so we are unable to verify her status.  
  We conclude that Barbara’s device was working as intended, and full terms were provided and accepted by her multiple times. The origin of this complaint seems to be a misunderstanding from her. We genuinely value ******* as a customer, and we are looking forward to resolving this matter with her. 

• Initial Complaint

  Date:20/04/2023

  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 had pulse install a help thing to try it out. It didn’t work properly on two occasions. I sent it back and they now want 500.00cancellation fee. Or so much a month. I don’t feel like I should have to pay this especially since I sent it pack . Now the other day I received a parcel from them which I didn’t open. I don’t feel this will help me in an emergency on account of where it has to be placed in my house. I refuse to pay

  Business Response

  Date: 27/11/2023

  We made extensive efforts to address all of the concerns raised by **** during our follow-up communication. Unfortunately, our attempts to reach her were unsuccessful as she stopped responding to our calls, and the communication line was severed. Consequently, we had to proceed with the account cancellation without the requirement of any payment. At Pulse Medical, we take pride in our commitment to providing exceptional customer service, and it is disheartening that we were unable to contact her and resolve her issue.