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:07/02/2025

  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 their smart watch for my hospitalized father for around $200. I saw there was a 14 day trial period. Unfortunately my father was in the hospital for a total of 4 weeks. I received a call from the company asking me why I hadn't turned on the subscription. I said my dad was still in the hospital. *** said not to worry. Call us when he's out. The day he was released I asked him about the watch. He said no I won't wear it. So the next day I called *** and asked if they would make and exception to their 14 day trial. I was then placed on hold. Where someone else came on the line and told me yes, that would be possible. They would send me an email with all the instructions on the return. I'll receive the email, followed all the instructions. Sent the watch back as instructed. Also provided tracking number. When the watch was received by the company, they simply sent me back a return on first month's bill for this subscription. There was no return money for the almost two hundred dollar watch. I called the company multiple times and was told that that was not their policy. And that they would not honor that and I would not receive my money back. It did not matter that one of their head employees had sent me emails telling me they would. I have tried multiple times to get in touch with them. No one returns emails, and no one will come to the phone. I have carbon copied to both of the owners.I have spoken with one of the owners finally. She simply says, sorry, this is the way we do things. It makes zero sense to me why they would send me instructions on how to get a refund and how to package the watch back up. I did all of that correctly and then they say, sorry, not happening. I have told them mail me the watch back. I paid for it, so at least send it back to me. No response This is a scam, and they need to be written up. Im sure they will sell my paid for watch to another customer. This is apparently how they have become $6 million company.

  

  Business Response

  Date: 07/07/2025

  We have corresponded several times with the customer regarding this issue.  We regret that she is unhappy with the outcome, however we must stay consistent with our written policies which she is aware of.

  The customer has acknowledged she was aware of the 14-day return policy, and that she is past that time and is requesting an extension after the fact.  She further claims that she was told by our representatives that she would recieve a full refund for the watch even though the 14-day return window had passed. 

  We have reviewed the recorded calls on 6/11/25, in which the customer stated to both representatives that she knew it was past the return date for the watch but wanted to return the watch anyway. Our team issued an *** and provided return checklist via email.  At no time did our representatives promise that that she would receive a refund for the return.   

  Billing begins on the date we ship the system (5/20/25). We received the return on 6/20/25, so she was charged for one month of 24/7/365 emergency response service, plus the watch.  This is consistent with our published return policy.  However, we have mailed the watch back to her as she did pay for the device.  

   

   

   

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23551442
  
  I am rejecting this response because:

  This is not what transpired on their so called recorded line that they are only allowed to review. I have the email from their representative stating that I would receive a refund. She also told me that over the phone and sent me explicit directions on how to return the watch to get my refund. They are insistent that I wanted to return to watch anyway, even though I knew that it was past the fourteen days.   why on earth would I pay money to the *********** to ship a watch back to them? For what reason?Just to spend money on shipping, I could have thrown it away in the trash can. It wasn't until I made a complaint with the better business bureau that they have responded back to an email.  I asked for the watch to be sent back to me. Since you weren't going to refund it, it belongs to me.Why wouldn't I want the watch?  They have finally responded since I complained and are letting me know that the watch is on its way back to me.  Why on earth would I have even sent it to them in the first place? If they didn't give me directions on how to do it. And their employee is the one who told me how to send it back and we both acknowledged it was past the 14 day. Date, but since my father had just came home from the hospital.That day they agreed to refund all charges. They are a very crooked company, and this is apparently how they have become a six million dollar company.They *** from people.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/14/2025

  We have nothing further to add as the account is now closed, items returned, and any refund due back has been processed.