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:09/09/2024

  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.

  The ************* EKG unit that I bought from this company is defective. Unfortunately, you dont find out the defect until you try to replace the battery in it! I had they refuse to do anything about it because they said my warranties up and I wouldnt have known this Prior to my warranty expiring if I didnt replace the battery. Battery cover on these units is defective. Its impossible to get the battery cover on or off. It should slide off or pop off easily. It doesnt so the amount of force required to replace the battery. Makes the sensors defective and was showing no connection! Basically the products effective and you dont find out until you try to replace the battery because the battery cover is defective and they wont do anything about it. Big waste of money.

  Business Response

  Date: 09/10/2024

  Dear *****,

  Thank you for reaching out and sharing your concerns. We understand your frustration, and I want to address the points you've raised.

  As we discussed previously, your KardiaMobile device is unfortunately beyond the 1-year warranty period, which limits our ability to send a replacement device. However, we are more than happy to send you a replacement battery cover to resolve the issue you're experiencing with opening and closing it. While I understand that this may not fully address your concerns, it could help improve the functionality of the device.

  We are committed to helping you resolve this issue as much as possible and we appreciate your understanding and patience.

  
  

• Initial Complaint

  Date:08/19/2024

  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 have been being charged $9.99 for several years with no way to cancel the subscription. I've asked **************** to cancel it, they couldn't. I opened two separate tickets with support, and they can't track the subscription by my name, the credit card transactions, or anything. I never owned the device, never setup an account until today. I created an account today and it asked me to subscribe, which I did not do. I tried to create another account with the same name, and it says I have an account. I've went as far as subscribing to Rocket Money to see if they could cancel the charge, they couldn't either. Year after year, month after month for something I have no record of ever subscribing to. I have installed the app using ****** Play to see if there was a link to my ****** Account, there wasn't. I have email backups going back to March of 1992, yes, 1992 for all seven email accounts I have ever user, or still use. ********** no record of the subscription agreement, nor an email or text when the payments go through. I changed my **************** number to see if someone would reach out, they did not. They contacted **************** about the number changing, and **************** will process charges for older account numbers. The account number they are charging doesn't match up to any of the accounts I have ever had at ****************. ***** this company, I can't speak to their products, but their support, and obviously the billing is terrible. I'm cancelling my **************** account after twenty five years of being a customer since **************** shows the charges going back as far as their system can show.

  Business Response

  Date: 08/30/2024

  Dear *******,

  
  Thank you for sharing your concerns, and we sincerely apologize for the difficulties youve encountered.

  
  We have reviewed the information you provided on March 18 and March 26, including your email, card details, and recent transaction. Despite our best efforts, we have not been able to locate these charges in our system. This suggests that the payment may not be linked to an account or service within our control.

  
  Since the transaction details match the information we have on file, but the charge still cannot be traced, we recommend continuing to work with your bank to dispute the charges. They may have additional information that could help resolve this issue.

  
  We understand how frustrating this situation has been, and we regret any inconvenience it has caused. If there is any other information you can provide or if you have further questions, please dont hesitate to reach out.

  
  Best regards,
  The AliveCor Team

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 22162147
  
  I am rejecting this response because:

  I cancelled my 20 year amex platinum card and competely did so to stop charges going back years.

  It took two weeks of effort to stop a small monthly charge. Your company has been receiving the funds for five or six years. Responding kindly to a consumer that there are no records seems odd since all charges have to be linked to an account. 

  Willing to wager that there are many more....

  
  Sincerely,
  
  *** ******

  Business Response

  Date: 09/11/2024

  Dear *******,

  Thank you for your response, and we truly understand your frustration regarding the charges. We have reviewed the details you provided, and despite our efforts, we have not been able to trace the charges in our system based on the information that you have provided. 

  We recommend continuing to work with your bank to dispute the charges, as they may have access to more detailed transaction information that could help resolve this matter. We regret any inconvenience caused by this situation and appreciate your patience.

  If you have any additional information or questions, please dont hesitate to reach out to us.

  Best regards,
  The AliveCor Team

• Initial Complaint

  Date:07/30/2024

  Type:Product 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 purchased ************ 6L back in October 2022 - a device that alleges to provide a medical grade EKG. In my email history, I see it came with a 1 month free subscription that I didn't use. Apparently they continued the subscription without my authorization, charging me $9.99 monthly for about 17 months, then upped it to $11.99 for the last 3 months. I am a busy and somewhat disorganized person, so I never do business through email and I never subscribe to subscriptions I don't need or use, which applies to this subscription. To this day, I have no idea what the purpose of the subscription is. Though I rarely read my email except when I know somebody is sending something to it, I do get many receipts there that I generally skim but don't examine closely except on the rare occasion I suspect there's been a mistake. Looking back at my email history, AliveCor apparently sent a single email notifying of the subscription charge back in Dec 2022 -- since I did nothing about it, I must have either not seen it or assumed it was for the device itself, and ignored it. I never received another notice of a monthly charge from AliveCor. In fact, I received no further emails from AliveCor except one (asking me to update my preferences) that I never opened in Sep 2022. This April, I must have finally noticed the monthly charge I didn't recognize, and so wrote AliveCor telling them to cancel my subscription. Apparently they did not do what I asked -- I see now that they instead sent me a complicated set of instructions for me to go into some system of there's I never used and cancel there. I recently noticed I was still being charged, and called on support to refund all previous payments. The person on the phone seemed to indicate he would do that, saying I would get an email about it. The email indicated they were only canceling the subscription and refunding the last charge. I responded saying I'd take them to court, and they refunded 2 more months. They still owe $169.83.

  Business Response

  Date: 08/12/2024

  We are writing to provide context regarding a complaint from a customer related to our ********** subscription service. The customer had subscribed to ********** and was billed monthly for the subscription. After some time, the customer reached out to cancel the subscription and requested a full refund for all charges.
  

  Per our policy, we do not offer refunds for subscription fees in cases where customers have forgotten to cancel. However, as a gesture of goodwill, we made an exception and refunded the customer three months' worth of subscription fees.
  

  Despite our efforts to accommodate the customer and explain our policy multiple times, the customer expressed dissatisfaction because the refund did not cover the full amount paid over the course of the subscription.
  

  We strive to provide clear communication and fair policies for all our customers, and we believe our response was both reasonable and generous under the circumstances.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22061623
  
  I am rejecting this response because: I never subscribed to the whatever the subscription was for, and I did not receive monthly invoices to alert me to all the charges, so whatever they claim was my initial subscription was fraudulent, or at best, gotten through deceptive practices, and the lack of notification of charges is obviously a deceptive business practice. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 08/19/2024

  Dear ******,

  
  Thank you for your response. We apologize for any frustration or confusion regarding the ********** subscription. We understand that you feel you did not subscribe to this service and that you did not receive notifications regarding the charges. Our intention is always to provide clear communication about our services. When customers sign up for a subscription, we send confirmation emails to ensure transparency. However, we understand that in your case, there may have been a disconnect in this process.

  
  As mentioned previously, we did issue a refund for three months as a gesture of goodwill, even though our policy generally does not allow for refunds on active subscriptions. We take your concerns seriously and assure you that deceptive practices are not in line with our business values. If you have any further questions or need additional assistance, please feel free to reach out. We want to ensure that you feel heard and that any remaining concerns are addressed.

  
  Best regards,
  The AliveCor Team

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22061623
  
  I am rejecting this response because: it is just a more public relations version of refusing to refund the charges which, again, were based on a fraudulent subscription and deceptive deceptive business practice of not invoicing the monthly charges. Obviously, not sending monthly invoices for monthly charges is prima facie evidence of deceptive business practices. And the subscription happening at all is evidence of fraud since I never agreed to it and never used it, which their database would certainly verify if they could be trusted to provide the records. I have lately had some success disputing the fraudulent AliveCor charges through the credit card - so far I've been able to claw back $69.93, which by my calculation means AliveCor still owes me $99.90.
  

  Sincerely,
  
  ****** ******

  Business Response

  Date: 08/28/2024

  Thank you for your response. We understand your concerns and would like to clarify the situation.

  Our records indicate that you signed up for the optional KardiaCare subscription through the app, which required you to enter your credit card information. The app clearly states that the subscription is billed monthly until canceled, and you had the option to cancel the subscription at any time within the app or by contacting us directly.

  On April 3rd of this year, we received an email from you requesting to cancel the subscription, and we promptly replied with instructions on how to do so in the app. That was the last communication we received prior to your phone call last week.

  As a gesture of goodwill, we have issued a refund for three months, which is the maximum refund amount that will be issued. We want to reiterate that there was no intention of deceptive practices, and the subscription was active based on the information provided during the sign-up process.

  If you have any further questions or concerns, please feel free to reach out.

  Customer Answer

  Date: 09/08/2024

   
  Complaint: 22061623
  
  I am rejecting this response because: This is identical to the first message I rejected. 3 months refunded of an entirely fraudulent subscription is no gesture of goodwill. It is a gesture of unrepentant malfeasance from a company that continues to **** customers with subscriptions they didn't agree too -- and they quietly charge every month without invoicing, which is a patently deceptive business practice. They owe me a full refund.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/16/2024

  Thank you for your feedback. We understand your frustration and would like to reiterate that we have carefully reviewed your request and have taken the steps we are able to take within the limits of our subscription and refund policies. As previously communicated, we have refunded the last three months as a gesture of goodwill, which is the maximum we can offer in this situation.
  We aim to ensure clarity and transparency in our subscription process, and we apologize for any confusion you may have experienced. We value all customer feedback and will continue to improve our practices moving forward.
  Thank you for your understanding.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22061623
  
  I am rejecting this response because: Your refund policy is simply a choice that your billing office is choosing to make - it's not written in stone and exceptions can easily be made. Since you started the subscription without my consent and you practice deceptive business practice of not sending invoices for your subscription charges, there is every reason to provide a full refund of all of your fraudulent charges. Please refund the full current balance.

  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/01/2024

  Type:Delivery 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.

  Placed order 6/21. Notified it was shipped on 6/24. After waiting 3 days the message was still label created and no other movement. The company tells me that I should wait and they have to wait til its declared lost by the carrier. The problem is they never gave it to the carrier in the first place!! They refuse to refund the money or ship a unit out since they never shipped it in the first place. Quite fraudulent all the way around.

  Business Response

  Date: 02/19/2025

  We sincerely apologize for the issue you experienced with your device being lost in transit. After confirming that the courier had not picked up the original package for delivery, we took action and sent a replacement device to ensure you received your order as quickly as possible.

  We understand how frustrating this situation must have been and appreciate your patience as we worked to resolve the issue. If you need any further assistance, please don't hesitate to reach out. Thank you for your understanding.

• Initial Complaint

  Date:06/25/2024

  Type:Customer Service 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.

  Dear **************:I write today as a longtime customer of Kardia and a cardiac patient, whose 6L Kardia device suddenly stopped working today in lieu of all troubleshooting and changing the battery.As a cardiac patient you understand the urgency of having a working device, and this matter has caused me severe distress meriting urgent overnight shipment of a discounted device as requested in my call today to ************** as I am still awaiting a link to place this urgent replacement order. I have been a paying customer for many years, and this service and delay stated of 3-5 business days is unacceptable for a cardiac patient to have to wait for this replacement.Kindly contract me immediately and urgently to facilitate an overnight or express shipment replacement, prior to commencing grievances with any and all California consumer advocate agencies appropriate in this matter.I kindly request immediate contact to resolve this urgent matter.Thank you kindly in advance.

  Business Response

  Date: 06/27/2024

  Thank you for reaching out and sharing your concerns. We understand the urgency of having a working device, especially as a cardiac patient, and we sincerely apologize for the distress and inconvenience caused.

  
  The customer was expecting expedited overnight shipping for their replacement device, but they were not satisfied with the standard shipping time of 2-3 business days. As a result, the customer decided to purchase a device themselves at Best Buy, and we have refunded them for their purchase. This matter has been resolved, and the customer has been taken care of.
  If you have any further questions or need additional assistance, please do not hesitate to contact us.

• Initial Complaint

  Date:05/07/2024

  Type:Sales and Advertising 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 April 25th my cardiologist advised me that I needed to monitor my EKG because of heart palpitations. He suggested I seek the app Kartacare and order a portable product enabling me to take frequent EKG's. I ordered the app and the product that day. On April 26th, Alivecor notified me by email that order had been received. On April 26th I received notification from Alivecor that my shipment was on it's way and was provided with a *** tracking number. I checked the *** tracking number several times over the next few days, and the site reported that the package took 3 days to be sent, but also reported that the package would arrive by Monday 7pm. The package did not arrive. I Tuesday I notified Alivecor support function that my package appeared to have been lost. I received a form e mail in response. I notified Alivercor in response to receiving the automated email that timing was critical and could they please provide support. On Tuesday the *** site reported that my package would be delivered by 7pm that evening. When it wasn't I contacted *** and requested information on where the package was. *** advised me that the shipping method used was not a date certain service. What followed was daily efforts by me to reach Alivecor's customer service function. After several automated email responses, and a 3 hour wait for a return call, I was advised by Alivecor on Thursday night that there was nothing they could do, and I should contact them again if the package was not received by Tuesday night. I requested an escalation and a supervisor called me Friday the third apologized, and said they would mail a new package out on Monday, which I would receive Tuesday or Wednesday, the 7th or 8th. Alivecor's shipping polices and lack of effective customer support is inconsistent with providing critical medical devises on a timely basis to elderly customers. My alternative. Go to the emergency room, and be admitted to the hospital, all because of ineffective customer support.

  Business Response

  Date: 02/19/2025

  We understand your frustration and sincerely apologize for the inconvenience caused by the shipping delay. As discussed with our supervisor, we expedited a replacement device via **** Priority to ensure faster delivery. Tracking information was provided once it shipped.

  While we regret the delay, we do want to clarify that the original order was placed on 4/25/24, and the shipping issue was first reported on 5/3/24. We recognize the urgency of receiving your device and took steps to resolve the issue as quickly as possible.

  We appreciate your patience and hope the replacement has arrived as expected. If you need any further assistance, please dont hesitate to reach out.

• Initial Complaint

  Date:11/30/2023

  Type:Product 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.

  Ticket Number ******. I purchased the ****************************************************************************************************** more insight about the heart palpations I have been dealing with for over 5 years. On day one of the subscription the device took an EKG immediately and the device decided that this would be one of the 4 doctor reviews youre entitled to although I was told it is 6 now. Surprised that it picked an EKG that I didnt approve because it did NOT detect a heart palp because I could FEEL I did NOT have one at that moment. I CALLED ****** immediately to complain and hopefully receive that doctor review EKG back. After speaking to the agent I was told that the device can only take a reading for like ***** seconds or so meaning that it will NOT ever have the opportunity to catch multiple heart palps, ALSO.the associate advised me that ******* Doctors will NOT advise me on heart plaps anyway as palpations are something they DONT advise on, she said. At that point the subscription service was worthless to me and I was under the impression that the associate canceled the service. One year later I discovered she did not. I have NOT used ANY of the Doctors reviews and kindly asked for a Refund to which they refused! WOW! I also left a negative review at the App store due to this treatment and issues with the poor app itself. Getting charged for something I didnt even use? Way to go Alivecor.

  Business Response

  Date: 12/11/2023

  The previous correspondence we received was via email on November 17th, 2022. We explained that for Kardia to detect Sinus Rhythm with PVCs there will need to be at least two present in the first 30 seconds of the **** The customer inquired how much time they had to cancel to receive a refund for KardiaCare. We replied and informed the customer that they can cancel at any time and receive a refund for any unused months. There is no record of receiving a request to cancel the subscription until the customer had already been charged for their recurring subscription. Unfortunately, we don't offer a refund for non-use. This was explained to the customer and is included in our KardiaCare documentation. 

• Initial Complaint

  Date:09/08/2023

  Type:Product 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 December 25, 2022 I renewed my subscription to the premium service AliveCor was offering for their KardiaMobile heart EKG Monitor. This was my second year renewing this my first being 11.21.2021. In 2023 I purchased a new phone and had to reload the app. on it. I contacted AliveCor asking if I could get the access code for installation. Their reply was I never purchased a subscription. I sent credit card statements, documents I received only if I had subscription, and items showing I paid for it. Their reply was it was a credit but they can't show me a receipt like I showed them. I paid for the membership and used it for almost 2 years, now they are saying I never had one. I want the membership extended or a refund of my unused subscription.

  Business Response

  Date: 09/25/2023

  The customer reached out to our team asking about a charge for our KardiaCare subscription for $99. Our team searched on this user's account and were not able to locate the associated charge. We ran a report using the last 4 digits of the card that the customer stated was billed and searched the entire month of December and were unable to locate a charge assoicated with the card given to our team. We had reached out to the customer and asked if it's possible that the charge could have been under a different card. We requested this additional information so that we could attempt to locate the charge and we did not get a response back from the customer. In order for our team to refund the associated charge, we first need to locate the charge in question. After reaching out to the customer and requesting additional information to locate the charge, we did not hear back from the customer, and still have not received a response. 
   
   

• Initial Complaint

  Date:09/08/2023

  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 have been trying to get a replacement device. I have my original and it stopped working a couple of months after purchase. I changed batteries twice and still will not function. I am not going to send back mine until I have a working replacement in hand. Why would I give up proof of a defective product before receiving a replacement. I have tried several times to get this resolved via customer service and they tell me a replacement will be shipped but never arrives.

• Initial Complaint

  Date:08/11/2023

  Type:Product 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.

  On May 15th 2023 I signed up for the **** membership. Before the next billing cycle I went into the app and canceled my premium membership. I was charged on **** 15th the **** charge and again on July 15th, another **** charge. I canceled again through the app. This is the the way it is explained by the company, if I desire not to have the service. I would appreciate my refund for **** and July. I did have other family members who need to use the service and that I convinced they would benefit from it. They are thrilled with it and continue to use the service. I on the other hand do not want to continue with the premium service. Please understand I should not have been billed for **** and July 2023. I believe the company turned the service back on after I requested cancelation. This makes me suspicious of using it in the future.

  Business Response

  Date: 08/21/2023

  Thank you for reaching out and sharing your concerns through the BBB. At AliveCor, we genuinely value our customers' experiences and aim to address all issues promptly and transparently.

  
  Upon reviewing your BBB complaint, we tried to locate your ticket within our system based on the provided information, but unfortunately, we couldn't find a match. For a more immediate and detailed assistance, we kindly ask you to directly contact our support team with your ticket number or any other relevant details, which can aid us in swiftly addressing your concerns.

  
  Regarding the subscription matter, we'd like to clarify AliveCor's policy: we do not reactivate subscriptions for our KardiaCare or **************** As per our records, your subscription wasn't canceled until July 15th, the exact date you were billed. This leads us to believe that there might have been an oversight or misunderstanding, and the subscription might not have been successfully canceled when you believed it had been.
  

  We understand the confusion and frustration this may cause, and we're here to help clarify any further queries you might have.
  Once again, we appreciate your patience and understanding. Please contact our support team directly to ensure your concerns are addressed promptly.

  Customer Answer

  Date: 08/23/2023

   
  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. There is a possibility that the subscription may have not been completely canceled. There may very well have been a misunderstanding on my part. I did follow the instructions when canceling. 
  
  Sincerely,
  
  ***************************