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:04/01/2023

  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.

  We are trying to cancel a service which has never been used. My Mothers has move to a seniors home and cannot use this service. It is too complicated for her. Her situation with parkinsons disease does not allow her to manipulate this type of service. The service provider wants to charge her with 70% of a 48 month agreement. This one time charge is over $500.00 dollars and the return of the appliance. We would gladly Return the équipement, but the charge is overwhelming for her budget. We would appreciate your help on this matter.

  Business Response

  Date: 12/01/2023

  There has been a miscommunication between us and the cusomer. The customer requested a cancelation on January 4th saying that they prefer to go with a cheaper competitor, we provided  them with the cancelation fee of $500.00. 

  In case of moving to the Long term care facility we require a proof email/letter from the centre so we can process the cancelation without any cancelation fees. We talked to the customer today, who clarified the enrollment into long term care and that we will receive a letter from them.

  After receiving the letter the account will be canceled.

• Initial Complaint

  Date:08/12/2022

  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 try out the monitor - I was told I had a ten day free trial - but they debited my account $57 before that even happened I called to discuss the matter without success and said I wanted to return the product - he said he’d have to look into if that was doable and get back to me. I tried calling their office twice but the lady said she can’t hear me try back. I have returned the it and it was received and signed for Dec. 6th. I still have heard nothing and my money has not been returned.

  Business Response

  Date: 12/01/2023

  This issue has been resolved. We received the refund request from the customer on December 9th and the refund was already applied by December 14th.

  *** ************* ********* *** *********
  

• Initial Complaint

  Date:10/11/2022

  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 am writing because on February 4, 2022 I fell in my home and broke my ankle very severely. I spent 3 months in hospital and finally went home at Easter. I live alone and am a senior and over the first few weeks I had a nurse, and other hospital personnel coming in to check on me because I developed a very serious infection in my ankle and the doctors were afraid my body was rejecting the plates and pins they had to put in my ankle. I was also put on antibiotics
  which worked in the first couple of weeks and the hospital stopped the daily check*** and I now only have a nurse coming 3 times a week to change dressings.
  During the first weeks I was very sick and stressed and when Pulse Alert called about their alarm system for seniors, my out-of-town family members thought it was a good idea. I could call them for help if I fell by wearing a necklace with an alarm and they also had a table alarm that was connected to my phone so they could monitor me in case of an emergency.
  I don't believe any monitoring was ever done because on one occasion my landlord came by with his 2 year old twins and someone shut the alarm off on the table. Another time there was a power interruption and no one called me to check to see if I was OK, which I understood that my line was being monitored. I also called the customer service and no one ever returned my calls.
  Pulse Alert is auto-debiting my bank account every month for $41.80 since May, 2022 and I don't feel I am getting any service from them. I am healing much better now and and the one time I had to call 911 the police showed up in a matter of minutes and already had all my information in their data base.
  I have a contract and called their home office number in Hamilton to cancel this monitoring system and I was told that I have a 4 year contract and it would cost me $500 to cancel this. I returned the system to them by ********* courier on Monday November 7, 2022, and sent it through ***. * ** * ****** ****** ** * **** ****** ******* *** I was not aware it was a 4 year contract, nor do I have $500 to cancel this.
  I ask if someone can act on my behalf to solve this problem.
  
  Very Sincerely Yours,
  ***** *******

  Business Response

  Date: 08/12/2023

  We are sorry to hear about ********'s concerns. However, we would like to clarify that we activated and tested the device with her on 05/18/22, and we even guided her through the process of how to use her emergency service. We had a subsequent emergency call on 06/11/22, but it turned out to be a false alarm confirmed by ******** herself. This may have been related to the setup for her landlord's kid. 
  
  
  Regarding the power outages mentioned by ********, no additional actions were needed as our device comes with an integrated backup battery, providing her with protection during the outage. ******** contacted our office to request supporting paperwork for her paid bills, which we promptly provided. However, on 11/03/22, ******** contacted us again to cancel the service due to financial constraints. We verified that her unit and the device's daily signals were received and working correctly until she disconnected and returned the device to our office.

  
  We made several attempts to contact ******** to sort things out, but she provided different responses. At first, she said she had never canceled her device and then reported falls without providing details or dates. Worth noting is that she reported the fall issues after returning the device. Eventually, ******** stopped responding to our phone calls and emails.
  
  We concluded that her device was working correctly, and all the proper terms were provided to her with accuracy verbally over multiple calls and through written documentation. We complied promptly with her request, and her decision to return the device and not respond to our contact attempts is beyond our control.