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:07/22/2024

  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.

  My parents have been a customer f this company since ***********. I have handled, their account since the beginning date of service. On December 15, 2023, I called and spoke with a represeative (*****). I explained to him that my Dad, needed a monitoring watch, he never recived one, with the original contract. Up to this point, he was not wearing a monitoring device, he was using the emergency alert buuton connected to the phone system, when needed. The representive replied he had to pay an additional four hundred dollars, for the device, even though he never recieved one. I had no choice but to pay the additional monies, since my Dads health was declining. He assured me, my money would be refunded, if for some reason, my dad would not need the device,within a three month period. the device arrived about 7-10 days later. Ultimately my dad could no longer live alone, and was living in an assisted living enviorment, within days of the arrival of the monitoring watch. I called *****, the representative on Jan.5,2024. he directed me to retutn the device for a full refund. I had not even opened the package, and returned it in the original packaging via **** I made a folow up call, to assure he recieved the package. he did acknowledge, receiving the package. I have made several phone cllas to him since, I have yet to receive a refund. I got a different excuse with each phone call, including but not limited to, it took months to process to get a refund to the personnel in bookkeeping did not know what they were doing. Our last phone call in early June, I was tol by *****, I would not be getting a refund, because I rcieved the piece of eqipment, and it did not matter, that t was never used, or returned. This has been extremely stressful, my Dad passed away in April 2024, with no resolution to this issue. I have recently looked into reviews, of this company, they were very difficult to find, all negative, with exoeriences, similar to mine. .

  Business Response

  Date: 07/31/2024

  ..o Better Business Bureau,

  
  Alert USA, was acquired by Advantage Alert.  Most of of the contracts associated with their customer were paper contracts.
  Because of that, it took our clerks extra time to process this refund.  Refund will be processed in the next seven days.

   

   

• Initial Complaint

  Date:06/04/2024

  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 noticed in my debit account today that there was a payment pending for ***** on June 1st, 2024. I did not ask this company for any help. I asked Amazon for help and in the past three days I am receiving bills to companies that were either to answer a question for me (did not) or this company which I never even heard of until I look at my accounts today. As a widow on a fixed income even the smallest amounts are unsettling. Can you please help or advice me? Thank you very much.This is not the 1st time Amazon has sent me to another company to answer a question making me believe they were settling my problem. It is disturbing. As an older senior I do not always know the ins and out of companies.

  Business Response

  Date: 06/04/2024

  Please find attached a signed monitoring agreement signed by ******************** subscribing to our Service.

  We provide emergency response help with a push of a button.  ******************** enrolled in the monthly program

  for a fee of $ *****, for which we billed on the 1st of the Month.  Her first payment was June 1st and we made

  payment through her credit card for which she provided to use upon signing the agreement.   At this time, we find

  no fault on our own and wish to close this complaint.

  Customer Answer

  Date: 06/05/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/24/2022

  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.

  I noticed that Alert USA had auto *** withdrawals from my Mother's checking account beginning (I believe) in 2016 (she was 93 at the time and had/has dementia and caregivers). At the time she had (and still has) monitoring equipment from ***************************. She did not remember anything about it, so we stopped payment on the *** withdrawals. She still received bills from Alert USA and I called them to enquire about cancelling, and how this started in the first place. I did not get much of a response but was informed that we must return the equipment to cancel the service. I found the equipment, (one small package that apparently needs wifi to work) and returned it, and paid the balance. The equipment was never connected, so Alert USA has never performed a service. I considered the issue closed until I received an email today from them threatening a lawsuit. According to them they never closed the account and continue billing, including late fees. This is Elder Fraud. The attachments below were in the email from Alert USA

  Business Response

  Date: 09/08/2022

  The account has been closed and no further action or money will be collected.

  THe last payment recvd was In June 2018, and the account has now been closed

  as of that date

  Customer Answer

  Date: 09/12/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/22/2022

  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.

  We took on the service back in 2006. We paid the deposit of ****** for there equipment. Paid for service every year including 2022. In March of 2022, my mother had to go into a care facility so we packaged all the equipment back into the original box and I phoned them that I was returning the equipment. They gave me the address to ship to. It was received by them with my cancellation letter on March 25,2022. I have called every month to find out about my return of deposit and all unused part of monthly service. I have received the run around every time and they say someone will return my call. To this date they have never called and most of the time they never answer there phones. After 5 months we still have no answers. Please help.Thank you

  Business Response

  Date: 08/25/2022

  PLEASE NOTE

   

  REFUND CHECK # **** 

  SENT TO         : ************************************

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

  Totally $ 171.00

   

  Total: $ 325.00

  less 4 months of service at the monthly rate of $ ***** --  ($ ****** )

  as per contract ( see below )

   

  ANY AND ALL EQUIPMENT AND WIRES REMAIN THE PROPERTY OF ADVANTAGE ALERT AND MUST BE

  RETURNED TO ADVANTAGE ALERT RETURN ***** AT ******************************************************************, **

  10016,POSTAGE PRE-PAID IN FULL. ALL CANCELLATIONS REQUIRE THIRTY DAYS WRITTEN NOTICE,DURING

  WHICH TIME ALL MONITORING FEES WILL APPLY. UPON CANCELLATION OR TERMINATION OF THE

  SUBSCRIPTION AGREEMENT, ONLY THEN WILL SERVICE BE TERMINATED.QUARTERLY MONITORING FEES

  WILL NOT BE PRO-RATED OR REFUNDED; ANNUAL MONITORING FEES ARE PRO-RATED AS FOLLOWS:  THREE

  MONTHS MINIMUM USE CHARGE, OR ANY OTHER MONTHS THAT SERVICE WAS USED, WILL BE CHARGED AT

  THE CURRENT MONTHLY RATE OF SAID SYSTEM: ********** $ *****, EMS SYSTEM $ *****, STANDARD

  SYSTEM $ *****, PLUS A $ ***** ADMINISTRATION FEE.MONTHLY PLANS REQUIRE THE FIRST AND LAST

  MONTHS PAYMENT AT INCEPTION.. AS LONG AS OUR CHARGES ARE PAID IN A TIMELY FASHION, IN ADVANCE

  OF THE BILLING PERIOD, ALL SALE ITEM INVOICES FOR MONTHLY, QUARTERLY AND ANNUAL ACCOUNTS

  THAT ARE PAST DUE ARE SUBJECT TO BE INCREASED TO OUR REGULAR MONTHLY RATE FOR THE OVERDUE

  BILLING PERIOD. ALL OF THE AFOREMENTIONED IS AT OUR DISCRETION.  LATE FEES AND OTHER CHARGES

   

  WILL ALSO APPLY.

   

   

   

  Customer Answer

  Date: 08/27/2022

  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 and the matter has been resolved.

  I WANT TO CONFIRM THAT ALL EQUIPMENT WAS RETURNED AND TOTAL AMOUNT DUE TO ME IS $496.00 usd? This has been the worst to get an answer on from the time I have asked how to finalize this contract. Only if this is put in righting will I except!!
  

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

  Customer Answer

  Date: 09/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have a question on this claim? I just reviewed the response from Alert USA. I just wanted to be clear that they have received all of there equipment and it was mailed to the address given to me at the time I canceled there service. This address is different and the name is completely different in there response than we even had. I will accept there amounts they have listed as long as they are not stating we did not return everything.

  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/07/2022

  Please note the following:
  
  1) ALL EQUIPMENT has been received complete and account was closed on March 24 2022 

  
  Equipment received at our offices at: ************************************* ***** 

  
  Equipment received was : ***********, NECK & WRIST PENDANT, CORDS, SMOKE DETECTOR.

   

  As a matter of fact, no refunds are given if equipment is not returned complete.

   

  We consider this case close