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:19/09/2023

  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.

  I want to cancel my agreement with Senior Protection. I paid monthly for their service for 18 months and now they want to charge me $300.00 for a cancellation fee plus the return of the device.
  It started in January 1st 2022 I responded to a **** **** add for a free device if I qualified. After discussing my health issues the gentleman told me I qualified and we went ahead with connecting me with a device in which he said it wouldn't cost me the price of the device.
  The only thing was I would have to use it for at least 1 year. I ageed and we went ahead with the connection.
  I'm a senior and I receive a government pension only.
  After 18 months the cost was putting strain on my income and since I never used the service I cut back on certain expenses and Senior Protection was one of them.
  I called them in July to cancel my service and they returned my call August 1st 2023.
  I was told I would have to pay $300.00 and return the device as I was cancelling a 2 year contract. My response was no I was told I would have to keep it for at least 1 year.
  We had 10 phone calls during August and during that time I was told I had a 3 year contract, and it would cost me $300.00 and return the device.
  They sent me a copy of the contract that I had not seen before. It was not initialed by me, it was not signed by me and I was never aware of this contract for 3 years.
  As I told them I couldn't afford the monthly fee any longer and I sure can't afford $300.00
  I emailed them and told them of my intention of filing a complaint and only email me regarding my issue. Since their fee changed with every call between us. That was August 29, 2023
  I haven't heard from them since then.
  My issue is that they will put my account in collections.
  I need your help regarding this matter, it's unfair to take advantage of a senior such as me.

  Business Response

  Date: 25/09/2023

  Thank you for contacting us regarding this issue.  After a thorough review of the account, we sincerely appreciate *** ******** using our services.  Senior Protection offers a service to help protect seniors in Canada and our devices (similar to a cell phone)  requires air time and a sim card, fall detection and 24hrs emergency response.  Our plans are built to help seniors stay safe an offer them the best possible service without charging anything up front for the device, shipping, activation and setup.  For this reason we do ask our customers to sign up for a minimum 24 month agreement so the company is not stuck with remaining monthly carrying charges.  

  We understand that times are difficult and the need to work with our customers,  for this reason we kindly ask *** ******** to return the device at her earliest opportunity and we will close this matter for her without any cancellation penalties or unpaid months of the agreement.  

  Our customer care team kindly asked *** ******** to return the device numerous times, it is unfortunate that this was not done as much of this back and forth could have been avoided as it would have been brought to management for assistance.  

  Thank you for your understanding and we sincerely wish *** ******** the best,  and will consider this matter closed.  

   

  **** ******** 

  Chief Operating Officer 

  * *** *** ****

  Customer Answer

  Date: 25/09/2023

  
  
  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,
  
  
  
  ***** ********