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:08/03/2023

  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 bought a ************* EKG. A few months later I signed up for KardiaCare. I never received the service because I was never given a working activation code for the KardiaCare to be added to my account. Which also meant I could not cancel it through my app even when I wanted to because It was not linked to my account. I paid for 7 months of services but was never able to activate it on my account. I called to cancel on July 6th, they would only offer a **** refund for the last month. I was charged for a subscription I could not access regardless of taking ekgs showing Tachycardia and not being able to access the premium subscription I was paying for that would give me access to doctors. I called July 6th and the customer service was understanding but only refunded one month. They also told me I would be getting a confirmation email detailing my cancellation and the results of my complaint, which has not happened. It might be a great service I was looking forward to using it since I have a heart condition. Unfortunately, *** never been able to utilize the service I have been paying for so I can not attest to its effectiveness.

  Business Response

  Date: 08/21/2023

  Dear *******,

  We sincerely apologize for the inconvenience you experienced regarding your KardiaCare subscription activation. At AliveCor, we prioritize our customers' satisfaction and trust.
  After reviewing your concern, we have processed a full refund for your KardiaCare subscription charges. Please allow a few business days for the amount to reflect in your account.
  We understand the importance of the services we offer, and we regret any confusion or inconvenience this may have caused you. Should you wish to reactivate your subscription in the future or need assistance with any other matter, please don't hesitate to reach out to us.
  Thank you for bringing this to our attention, and we appreciate your understanding.

  
  Warm regards,
  AliveCor Customer Support

• Initial Complaint

  Date:06/06/2023

  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 bought their heart monitor and purchased their separate yearly subscription for $99 to use the monitor. Monitor was not accurate and did not provide a Cardiologist EKG Review- as promised in their ads. I returned the device a week later and canceled my subscription by phone. A few months later, I noticed I never received a refund - so I called again. They refunded me only half and not thr full price. Essentially penalizing me because they did not cancel my subscription properly the first time I called. I asked to speak with a supervisor multiple times and was ignored, hung up on or told one would call me back and they never did. The lack of proper customer service is enough evidence this company is a scam. Later, when I complained on their instagram page - I was told twice that a rep would reach out to me .and unsurprisingly no one ever did!I am using a EKG monitor for my heart condition by another company that is far better and doesnt rob their customers and lie.

  Business Response

  Date: 06/08/2023

  Dear Customer. I hope this message finds you well.

  I'm writing in response to your recent communications regarding your refund. I understand that you're still in dispute over the amount that has been refunded, specifically for the KardiaCare subscription. I sincerely apologize for any confusion or frustration this may have caused you.
  In reviewing your account history and based on our records from the Kardia Customer Account Tracker (KCAT), it appears that you used both the KardiaMobile and KardiaMobile 6L devices for a six-month period. Additionally, when you set up your account, you had also signed up for the KardiaCare subscription.
  As per our refund policy, we have processed a refund equivalent to the remaining six months of your KardiaCare subscription. We understand you have returned the KardiaMobile devices due to functionality concerns, and we thank you for providing this feedback.
  My colleague *** has reached out to you multiple times previously regarding this same issue under tickets ****** and ******. I understand that this resolution may not fully meet your expectations, and for that, I apologize. But I would like to assure you that we are committed to adhering to our company's refund policy consistently for all our customers.
  Should you have any other concerns or questions that we can assist you with, please don't hesitate to reach out to us. We value your relationship with AliveCor, and our team is here to support you.

  
  Thank you for your understanding in this matter.
  

  Best Regards,

  AliveCor Customer Care 

  Customer Answer

  Date: 06/18/2023

   
  Complaint: 20078368
  
  I am rejecting this response because:
  

  Hi, 
  
  Please provide evidence for the refund amount decision. Im not sure how its possible to use a device for 6 months when I returned it much sooner than this.
  

  Also, why does the story keep changing?The previous reps said it was 2-4 months. After I pointed out that still doesnt justify 6 months of payment youre now saying it was 6 months of use. 
  
  Please feel free to submit this evidence - like I asked other reps numerous times and they have still failed to do so. 
  
  
  There are also numerous complaints from other unhappy customers who are having similar issues like me.
  
  Additionally, I signed up for your subscription because this is required to get full use of your product and is not disclosed to customers before buying the product.
  

  I was under the impression the $100 I was paying already included the services stated on your box. Only to open the box and see you have to pay extra!  Classic false advertising and exploitation of  people with health issues. 
  
  
  Your reps admit your device has functionality issues and yet still hold customers financially responsible for a subscription service - for a product that doesnt work.
  
  Doesnt sound like an ethical company in the slightest. 
  
  Finally, I only see ticket ****** from ************************* in October 2022. 
  So I have no idea who *** is. 

  
  Sincerely,
  
  R G

  Business Response

  Date: 02/19/2025

  We're sorry for any frustration youve experienced. Our records show that your ********** subscription was canceled upon your request, and per our policy, we issued a refund for the unused months from the cancellation date. While you mentioned returning your device and canceling in April, we do not have a record of a cancellation request at that time under your name or email. Additionally, our records indicate that an EKG was last taken with your KardiaMobile 6L device on 8/6/2022.

  
  Refunds are processed based on the date a cancellation request is received, which in this case was yesterday. Unfortunately, we are unable to provide a full refund beyond what has already been issued. We apologize if there was any confusion and for any difficulty you had reaching a supervisor. If you need further assistance, please reach out, and we'd be happy to help.

• Initial Complaint

  Date:02/06/2023

  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 canceled subscription for KardiaMobile 2 hours after ordering $99 on February 2./23 I was charged ****** on the 3rd of February and increased to $136.70 ******** on the 4thofFebruary. It was in the "pending" state, but went ahead charging my card (could have easily been reversed at this point, they didn't). I was now only refunded ******, and they refuse to pay the $7.91 difference. I have many emails and logged phone calls to no avail

  Business Response

  Date: 02/15/2023

  This customer reached out to us for a refund on their KardiaCare subscription. This subscription cost $99 and we refunded the full amount of the subscription to the customer. When this was refunded to the customer there was a difference in the amount they received due to fluctuation between ******** and US dollars. We are unable to provide a refund for an amount over the total amount of the order in question. In lieu of this, we have gone ahead and sent an Amazon Gift card for the total of $7.91 be sent to the customer. 

• Initial Complaint

  Date:11/03/2022

  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.

  I ordered the Kardiamobile 6L and a 90-day Kardiacare subscription for my elderly mom from a reseller. The Kardiacare subscription includes a free report from a clinician through their app. Basically, the app takes a reading and then those readings can be sent to a clinician for a report.On 11/2/2022, I set up the device for my mom and entered the Kardiacare subscription redemption code in their app for the 90-day subscription. I then ran through the tutorial from the app with my mom, following each step. I used the device on myself while walking through each step with my mom next to me. Somehow, this submitted my reading -- which was just following a tutorial -- to a clinician, somehow using up the free report that came with my purchase. I didn't save that reading because it was just testing the tutorial (and was done by me, not my mom who was the intended user), so I never got the free report anyway. I want the free report my mom is entitled to. It is supposed to come with my purchase and now I can't get it.I called the company's customer support and spoke to someone named ****. She explained that the free report is done automatically and cannot be done again. But as I told her, I did not do anything to submit for the free report, I just followed the tutorial; and, that free report was supposed to be for my mom, not me. In any event, I never got a free report - neither for me nor my mom. I just want the free report for my mom, as I bought this for her as a birthday gift.The representative said she would discuss with her supervisor, but when she came back, she said her supervisor declined to provide a resolution. I asked for the supervisor to call me, which she promised he would by the end of the day, but he did not do so.I would like the company to provide the free report or a credit that my mom can redeem for one.

  Business Response

  Date: 11/29/2022

  We have already assisted this customer with their misunderstanding of our services. The customer is a part of our KardiaCare Subscription. Because they are a part of this subscription they have a report token that can be used on any recording from their Kardia app. This report credit was still located in their account and was unused when we were communicating with the customer.
  
  We have explained to the customer that the 3 month subscription comes with 1 free review which is still available to use, the customer thanked us for this and ended the call.
  

  Customer Answer

  Date: 12/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is highly misleading.
  
  The company admitted that the app is unclear and it resulted in using up a "free" report; the app used to be clearer and now it isn't. Fine. Then give me a credit. Why go to court now? Idiotic the amount of time the company has wasted on this.
  
  I never "thanked" them for anything.

  Business Response

  Date: 12/06/2022

  We have reached out to the customer directly in order to resolve the issue.

• Initial Complaint

  Date:09/20/2022

  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.

  Purchased ************ device from authorized dealer ( ******) on December 2nd, 2019. In February of 2022, unit stopped responding. Purchased a new battery and used device instructions to attempt installation. Could not install. Called Alivecore for assistance. The help desk employee gave us instructions and had us on the phone for about 2 hours in an effort to install. The effort was unsuccessful. We finally gave up. We then took the unit and the battery to a jewelry store. The employees there could not install the battery ( we showed them the illustrated instructions) .They (*****************************) suggested that we leave it there until their watch jeweler came in. When we came to pick it up a few days later, they said he was not able to install it. We callled ****** and spoke to Ms ************ on the 16th of this month (Sept. 2022).
  Ms. Wolfe said she would resolve the issue and spent some time trying to help install the battery to no avail. She then concluded the battery was not the problem, but said they would make good on it or words to that effect.
  She still assured us she would resolve the issue.She had us produce the proof of purchase and told us she would consult with her senior team to see if she could get approval for a new version which does not have the same type of battery and we would pay a $30 difference for the upgrade. They turned us down. After all the aggravation and stress we are left with a defective product. ********* ***************************************************** We believe we should be compensated for the emotional stress and inconvenience due to months of denial and refusal to reach a fair resolution. The company also charged us $9.99 per month for their "premium" membership for about 3 years , much of that time for an unusable device. Records of our interactions are on Ms.******** file, So no supporting documents should be required unless this matter is protracted & med.evidence is necessary.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/06) */
  
  This is the standard policy of AliveCor. The customer was subscribed to our subscription service and was being billed monthly for this subscription. Customers can cancel at anytime within the ****** app or can even call our team for assistance in canceling their subscription if they no longer have the app or are having issues logging into their account. Our policy below actually states that we will not refund any sum charged, but we even made an exception in this case, and refunded 7 months for the customer.
  
  Our terms of service that each customer must check off and agree to before using our application or services states the following regarding our subscription services:
  
  Access to the AliveCor Service, or to certain features of the AliveCor Service, may require you to pay fees. Before you pay any fees, you will have an opportunity to review and accept the fees that you will be charged. All fees are non-refundable, to the fullest extent permitted under applicable law. If AliveCor changes the fees for the AliveCor Service, including by adding additional fees or charges, AliveCor will provide you advance notice of those changes. If you do not accept the changes, AliveCor may discontinue providing the AliveCor Service to you. AliveCor will charge the payment method you specify at the time of purchase. You authorize AliveCor to charge all sums as described in these Terms, for the AliveCor Service you select, to that payment method. If you pay any fees with a credit card, AliveCor may seek pre-authorization of your credit card account prior to your purchase to verify that the credit card is valid and has the necessary funds or credit available to cover your purchase. The AliveCor Service may include functionality for activating, updating or canceling recurring payments for periodic charges. If you activate or update recurring payments through the AliveCor Service, you authorize AliveCor to periodically charge, on a going-forward basis and until cancellation of either the recurring payments or your account, all accrued sums on or before the payment due date for the accrued sums. If you use the AliveCor Service to update or cancel any existing authorized one-time or recurring payment, it may take several business days for the update or cancellation to take effect. AliveCor does not collect or store financial account information as defined in the Privacy Policy.

• Initial Complaint

  Date:09/06/2022

  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.

  My dad ***************** received the******* device for a 3 month test. The test was completed and device returned. However, he had provided the doctors office his card for the test to AliveCor.
  
  The last time the device was used was on Oct. 10. 2017. Even though the test was completed and device not used- they continued to bill my dad $9.99 plus tax for over 4 years on his credit card.
  
  When we asked for a refund/ they said their policy is to refund only 3 months. They charged for 4 yrs, 2 months. No letters or emails or any updates weee provided- they just kept charging.
  
  My dad ******************** has an autopay setup on his credit card, so he doesn't check the electronic statements. This is clearly taking advantage of their customers without providing any services or incurring any cost.
  
  All we are asking for is a refund for the past 4 years when the device was not used by him.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/08) */
  This customer has reached out to our team and requested to have their monthly subscription to our service canceled. Our team assisted the customer in canceling their subscription and refunded the customer for 3 months of their subscription.
  
  
  Consumer Response /* (3000, 7, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A 3 month credit for 50 months of debits is not an acceptable resolution! Need a reasonable resolution.
  
  
  Business Response /* (4000, 9, 2022/09/13) */
  This is the standard policy of AliveCor. The customer was subscribed to our ********** service and was being billed monthly for this subscription. Customers can cancel at anytime within the Kardia app or can even call our team for assistance in canceling their subscription if they no longer have the app or are having issues logging into their account. Our policy below actually states that we will not refund any sum charged, but we even made an exception in this case, and refunded 3 months for the customer.
  
  Our terms of service that each customer must check off and agree to before using our application or services states the following regarding our subscription services:
  
  Access to the AliveCor Service, or to certain features of the AliveCor Service, may require you to pay fees. Before you pay any fees, you will have an opportunity to review and accept the fees that you will be charged. All fees are non-refundable, to the fullest extent permitted under applicable law. If AliveCor changes the fees for the AliveCor Service, including by adding additional fees or charges, AliveCor will provide you advance notice of those changes. If you do not accept the changes, AliveCor may discontinue providing the AliveCor Service to you. AliveCor will charge the payment method you specify at the time of purchase. You authorize AliveCor to charge all sums as described in these Terms, for the AliveCor Service you select, to that payment method. If you pay any fees with a credit card, AliveCor may seek pre-authorization of your credit card account prior to your purchase to verify that the credit card is valid and has the necessary funds or credit available to cover your purchase. The AliveCor Service may include functionality for activating, updating or canceling recurring payments for periodic charges. If you activate or update recurring payments through the AliveCor Service, you authorize AliveCor to periodically charge, on a going-forward basis and until cancellation of either the recurring payments or your account, all accrued sums on or before the payment due date for the accrued sums. If you use the AliveCor Service to update or cancel any existing authorized one-time or recurring payment, it may take several business days for the update or cancellation to take effect. AliveCor does not collect or store financial account information as defined in the Privacy Policy.
  
  
  Consumer Response /* (4200, 11, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Not a justification for their core customers who are not in the best shape to open apps and call customer service when they have **************** health issues. If there hasn't been activity on the account in 12 months, ethical business practices would dictate that they communicate and close the account. This is an accepted practice across a lot of industries. I can understand charging for 13 months after inactivity when no closure was requested- 50 months is unfathomable and the best defense they have is a self serving policy. Not acceptable. Would they be willing to post this case on social media and legal websites to see how they would respond?