Complaints

This profile includes complaints for Alert1 Medical Alert Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Alert1 Medical Alert Systems has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Alert1 Medical Alert Systems

  1000 Commerce Park Dr Ste 300 Williamsport, PA 17701-5400

  
• 

  Alert1 Medical Alert Systems

  5225 Carmel Heights Dr Pensacola, FL 32504-8715

• 

  Alert One Security, Inc.

  11419 Cronridge Dr Owings Mills, MD 21117

• 

  Alert1

  60 S Market St STE 1500 San Jose, CA 95113-2356

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:01/17/2024

  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.

  My mom, *************************, passed away 10/22/2023. Alert1 was notified. They have since received their fall detector and charger. I received a letter from a collection agency, ********** Collections, dated 1/11/2024 for $114.56. This supposed debt was submitted to them after they were notified of my mom's death. They were also notified she had no assets nor land at the time of her death.

  

  Business Response

  Date: 01/22/2024

  Thank you for bringing this matter to our attention. First and foremost, we wish to extend our sincere condolences to you and your loved ones. We would like to reassure you that Alert1 has previously waived all billing on the account and terminated services. We apologize for any letters that may have crossed in the mail. 

• Initial Complaint

  Date:11/25/2023

  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.

  Canceled service for my mother ******** ******** Sept. 28 2023 and was expecting a refund for the remaining amount of the year contract. Was charged for another year after I had canceled service. called medical alert several times and keep getting transferred from one department to another. Was told I should see a refund several time to no avail. today is November 25 2023 over two months since i canceled the service and still no refund. please help.

  

  Business Response

  Date: 12/04/2023

  We are sorry to hear of your less than stellar experience. The information provided does not match any previous memberships with Alert1. With the mention of "medical alert" in your review, we believe you may have mistaken us with another company. If you believe the correct company is Alert1, we encourage you to contact our Member Care team by calling ************ option 2 for Member Support so that we may assist you with this matter. 
  Regards,
  Alert1

  Customer Answer

  Date: 12/12/2023

  Service was canceled and medical alert charged my credit card and will not refund my money after contacting them several times. They keep telling me it takes 30 days to process the refund and that was 4 months ago.
  
  Desired Resolution:
  Billing Adjustment

  Customer Answer

  Date: 12/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  Service was canceled and medical alert charged my credit card and will not refund my money after contacting them several times. They keep telling me it takes 30 days to process the refund and that was 4 months ago.
  
  Desired Resolution:
  Billing Adjustment
  
  
  Regards,
  
  
  
  ****** * ********

• Initial Complaint

  Date:11/06/2023

  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.

  On June 29, 2023 I ordered a medical alert device for my 76 year old mother who lives alone in San Antonio, Texas. I was told there was no fee for the equipment and was charged $48 for the monthly service fee. She received the device on July 1st, opened it, hated it because it was much larger than she was expecting. She never even charged the device. I contacted Alert one and told them we were disappointed and would like to send the unit back. I was told if they received the unit by July 28 I would not be charged next months service fees. My brother helped my mother package up the device, following Alert 1's instruction and mailed the unit back on July 10th, track# ************. On July 12th *** ** lost track of the package and Alert 1 never received it. At the end of July I was charged another $48 for monthly service fee resulting in me closing my card account. I have had numerous conversations with alert 1 and even emailed them pictures of proof of the return. They told me they would file a claim with FedEx and that I should not be charged the $300 they are now requesting for equipment fees. Last week I received a phone call demanding fees again saying that we returned the package incorrectly and that they were going to turn me into collections if I did not pay them $300. I do not owe them this money, if anything they owe me for the last service fee. We returned the item exactly as they requested and I do not want this to ruin my credit. Please help.

  

  Business Response

  Date: 11/06/2023

  Thank you for bringing this matter to our attention. Upon review of the account, Alert1 would like to reassure that after receiving confirmation from ***** losing the package, Alert1 did in fact agree to waive all equipment fees and close the account. This account was closed effective November 1, 2023. 
    Show BBB Messages

• Initial Complaint

  Date:07/14/2023

  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.

  I purchased an Alert1 system sometime on 6 December 2022. I made all monthly payments by EFT. The system never worked properly. After the system erroneously contacted the police, fire department, ambulance and my emergency contacts, who came running to my house in the wee hours of the morning, the company called and told me the system was not working properly, I was not to use the transponder they had sent and they would send me a new one. I received the new one about two weeks later. I never opened it. They sent me a return delivery service label. On 8 May I returned the new sytem and called and canceled my subscription ( also emailed. I was still being charged as of July. I stoipped payment of the EFT and the bank investigated and refunded me $116.00 in unearned charges. They are still billing me. I have called and emailed. In an email someone stated there wwere charge backs, but did not answer me when I asked what the chargebacks were. They are now saying I owe them $218.00 in arrears, and charged me an additional $45.00 in new chrages. I don't believe I should payt anything for a system that never worked properly from the get-go.

  

  Business Response

  Date: 07/31/2023

  Thank you for bringing this matter to our attention. We are sorry to hear of your less than stellar experience with Alert1. After reviewing the account, we noticed that there is already a pending settlement being worked out with our company. Per the records, the equipment was never received back to Alert1 and therefore, we have agreed to resolve this matter by waiving all services charges and only charging for the missing equipment fee. The credit card provided for this settlement declined and we have been unable to reach ********************************** since. In order to stop future billing and close the account, we must receive the equipment fee paid in full. Please contact our Member Care department at your earliest convenience to resolve this matter. Our office hours are Monday through Saturday from 9:00am - 5:30pm EST. You may reach us at ************ option 2. 

  Regards,

  Alert1

  Customer Answer

  Date: 08/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I accept most of the response. Except that I was never notified that the card declined. I did call back because I never got a receipt. I gave them anew credit card and the issue is now closed.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:05/11/2023

  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.

  Alert1 has taken money out of my account unauthorized. I asked them a month ago to cancel the automatic deduction and they assured me I had been removed and would not happen again. today, they deducted $50 from my account unauthorized. They claim that despite being released and my card taken off the file, they told me they could charge it because the due date is near. I have not authorized this charge.

  

  Business Response

  Date: 05/23/2023

  Hello,

  Thank you for bringing this matter to our attention. We are sorry to hear of your less than stellar experience with Alert1. An Account Resolution Specialist from Alert1 will make contact with the member to resolve this matter as we see a credit card is on file as a payment option. If the member prefers this payment option be removed, we can certainly do so and the member would receive invoices approximately 30 days in advance of the due date. All services with Alert1 are recurring until the account is terminated by the member. 

• Initial Complaint

  Date:03/17/2023

  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.

  Alert One has been trying to collect money for no services rendered or product received. Product was cancelled via phone call and same day unopened package was taken to an authorized ****** ship center with 'return to sender' on it well within 30 days. They market that you will not be charged until device was activated...well it has never been activated since the product was returned.Alert1 account is ******** 1/9/23 letter from *********** agreeing with my assessment and credited my account for $88.85. 3/9/23 letter states I owe them $48.95 3/13/23 letter stating 'failure to return the equipment will result in lost equipment fee up to $1000.00.' BBB gives this company a rating of 1.13 in customer reviews. They are trying to collect $ for no services rendered and are harassing me

  

  Business Response

  Date: 03/22/2023

  Thank you for sharing your concerns. We are sorry to hear of any less than stellar experience with our company. We wish to provide some clarity regarding the start and end of the services with Alert1.

  Due to the nature of the services provided by Alert1, all devices are programmed and activated prior to shipment from our office; an activation fee was charged at the time of the initial order placed on 01/09/2023. 
  This order was completed online and selected a month-to-month service plan where all monthly prepaid services are nonrefundable as explained in our Terms and Conditions. In order to complete the online order submission, the terms and conditions must be read and accepted. 
  Cancellation of services take place when all leased items are returned to Alert1 located in Williamsport, PA. As of the end of our business day on 03/21/2023 we still have not received the return package for cancellation. We encourage you to contact ***** to verify the tracking on your package and you may provide tracking confirmation to Alert1 if you would like. 
  Alert1 has been attempting to make contact via phone and email in order to resolve the disputed charge and unpaid balance(s) on the account. All future billing will stop once the termination takes place. Please contact our Member Support team at your earliest convenience to resolve this matter. Our office is open from 9am - 5:30pm EST at ************ option 2 for Member Support. 

  Kind Regards,

  Alert1

  Customer Answer

  Date: 04/03/2023

  I am at a distinct disadvantage since my daughter-in-law ordered this equipment on 1/9/23.  I am not in receipt of their Terms and Condition nor the bill supporting their charge of $88.85. In fact, it is not even clear exactly what product was ordered.  Review of the internet shows On the Go Medical Alert with GPS is $38.95 with free shipping and no equipment fees.  The In-Home Classic Medical Alert is $28.95 per month, also with free shipping and no equipment fees.
  
  My husband has ********** so she was being thoughtful. However, I did not think this was a good purchase since I am home all the time to take care of my husband, ****. Hence my call to Alert1 on 2/6/23 that I was returning their product since we do not need. An English accented woman answered and said I needed to open the package first (??). Immediately, I asked for her supervisor since this did not make senseand I told her so.  She then said, ok. 
  
  2/6/23 call to ********** to dispute $88.85 from Alert1.
  
  I then then directly went to **** and ************ located at ********************************Redondo Beach, CA  *****. I refused the package so wrote return to sender on unopened package. The owner, *************************, was there and opined that is all I needed. They are an authorized *** ** dealer.
  
  Attached you will find 2/7/23 letter from *********** in which they credited my account for $88.85. Then I had to call *********** again on 3/17/23 since Alert1 charged me $48.95. (also attached)
  
  I called ********** today, 3/27/23, to find out if Alert1 ever provided a response to them for non-payment. ********, at 2:20pm, she said no, not for either one. She said they probably do not have proper documentation to justify the payments so just by-passed them and went directly to me.
  
  Today I went back to the **** and ************ to see if they could get me the tracking # of the package. Advised that they don't keep track of packages returned that way so suggested I get the tracking number from Company and then they could see if they can track it.  
  
  Also attached is 3/20/23 letter from ********** of ******* regarding my complaint for Alert1.
  
  Request:
  
  Could you get tracking # , billing and Terms and Conditions from Alert1? 
  
  This is very stressful for me to rebut these charges; I believe they will continue this until, exhausted, I pay something to get out of this fiasco. If these were legitimate concerns, they would have called ********** to get their money. I do not feel comfortable dealing with them directly, so I appreciate very much for your assistance.
  
  *******************************

  

  Business Response

  Date: 04/03/2023

  Hello,

  We appreciate the additional information you've provided regarding the reasons behind the start of service, the steps taken to return the package, and the request of Alert1 moving forward. We apologize for any inconveniences you've encounter throughout this process. Alert1 would like to waive all remaining balances on the account and terminate the account as of today, 04/03/2023. 

  Customer Answer

  Date: 04/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.

  Both parties agree that no money is owed.
  
  
  
  Regards,
  
  
  
  ********* ******

• Initial Complaint

  Date:10/31/2022

  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 contracted with Alert1 5+ years ago and have been paying yearly charge in advance. Her account tied to ************. My mom now has round the clock aids, so no need of the added expenses from Alert1. I just called on 10/31/22 to cancel service and was told since we were just charged 491.40 on 10/18/22 for the year through 10/17/23, there is no refund since we pay for the year! I was told to send back equipment before 10-17-23. I have not paid the expense on my moms ******** card yet. Buyer Beware!

  

  Business Response

  Date: 11/02/2022

  We apologize for any confusion regarding your refund request. Being as though services do not terminate until the leased item(s) are returned to Alert1, we are unable to offer a prorated monetary value until those items are received. The return by date for next year is to ensure that another service renewal does not bill to the account. 

  We encourage you to return your items at your earliest convenience and once received, a prorated refund can then be discussed. 

  Kind Regards,

  Alert1

• Initial Complaint

  Date:10/21/2022

  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.

  Several weeks ago, my mother fell and broke her hip. She had been lying in the floor all day because despite having pushed the Alert 1 button on her necklace hundreds of times it failed to work. When my brother found her she was in serious life-threatening condition. I called Alert 1 to let them know it didnt work and that we would no longer be using their service. She is still in the hospital, not only from her original injury, but from the cascading effects of lying on the floor for that extended period. I am the one that pays for the service and have paid them several thousand dollars over the last seven years. They tried to authorize another quarterly payment on my credit card that had expired. I told them I refused to pay anything further and that I would send the equipment back ASAP. I have had multiple harassing collection phone calls on average 1 time per week since. My sister was finally able to go send it back. I then received a call saying that they got the equipment but that I still needed to pay the whole quarter. This rep said they dont prorate. I said that is not what I was told and that I refused to pay the whole quarter because there was still several weeks left on the period. I told the rep I would be filing this complaint and that I thought we should let the BBB mediate what is fair. Frankly I think they should be issuing a refund to me. My mother almost died because the service we have paid for (never once late because I used automatic payments) failed to protect her. At least for the quarter she tried to use the equipment. At this point it isnt about the money it is a matter of principal. Their customers should know that there is a risk the equipment may not work. They havent even had the integrity to find out why it failed. Their reply is sorry for the inconvenience. It isnt just an inconvenience when someone almo

  

  Business Response

  Date: 10/26/2022

  We are very sorry to hear of your less than stellar experience. After reviewing the account, we would like to reassure you that there have been several recorded conversations with Alert1 regarding this matter and it was further investigated to confirm that the subscriber's phone was off of the hook when the incident occurred. The subscriber's service was a landline required service and therefore it will not work when the landline is not functioning. After the incident and with the landline functional again, the system did complete a successful test which confirms that the monitoring connections for help were still provided by Alert1. The error was due to the disconnected landline. 

  In regards to the billing, the quarterly renewal was due on 9/26/22 and the cancellation took place on 10/19/22. With automatic renewal set, the billing department does make contact immediately following failed payments which is why you have continued to receive phone calls regarding the billing. Alert1 cannot offer a prorated amount for service while the equipment is still leased out of the office because the services do not terminate until the equipment is returned. Now that the equipment has been received, Alert1 is able to offer to settle the account for 1 month of service totaling $51.95.

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I dispute some of their comments because I don’t believe they tested that the phone was actually off the hook.  It could have been we do not know for sure.  But I can assure that if they had notified me of this potential risk I would have made sure she had a backup system.  I am going to pay the prorated charge just because I don’t want to deal with any negative credit reporting, but be advised I will tell every human I know what a horrible experience we had and buyer beware. We  I’ve read other complaints filed on the BBB and from all of your responses you can tell they are far more worried about your bottom line than the safety of your customers.  Their corporate culture must be deplorable.  
  
  also if the last agent that called me had agreed to the prorated amount I would have paid her that day and we would have been done with this issue.  Since they have all the recordings they should go back and listen to that conversation!
  

  also if the last agent that called me had agreed to the prorated amount I would have paid her that day and we would have been done with this issue.  Since they have all the recordings they should go back and listen to that conversation!
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/08/2022

  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.

  Especially worried about his balance after my grandmother died, I sent my grandfather the Alert1 device on April 6. He told me just after receiving it that it would not work for him. I wrote that week to explain this to Alert1 on April 18 (attached). They never responded. Finally, on August 1, months into being charged (repeatedly!!) for this device that has never once been used, in addition to my initial expense buying the thing, I spoke with a person who gave me a way to return it and said I could send her the past correspondence. When I did (attached), on August 1, just after hanging up, it bounced back (attached), even though I'd been told to get in touch with this email. Regardless, we returned the device, explaining that it had never ever been used, that we'd tried since the first week to return it. But still, I was not only NOT refunded for the purchase or for the months it was not used and no one would tell us where to return it, but I was charged ONE MORE TIME for being this far into a new billing cycle, which has now been turned over to ********** ******** for collections, all for a device that was never used! I have reported them to my bank, who've refunded me for the third month's payment (I couldn't report the ones that had passed), now am reporting to you and to **************, and if this does not resolve this without affecting my credit, I'll take my skills as a full-time writer, and reach out to the press. This is absurd.

  

  Business Response

  Date: 10/13/2022

  We apologize for any confusion however it appears that after receiving correspondence from ****** earlier this week, Alert1 already agreed to waive all open balance(s) on the account as well as cease all collection attempts from ********** ***********. This was resolved by Alert1 on 10/10/2022. 

• Initial Complaint

  Date:09/24/2022

  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.

  I purchased this service for my mom and used it for a couple of years. I no longer have need for the service and when I received the notification that my next payment date was approaching I called and asked them to cancel my service. I thought everything was settled and I wouldn’t be charged, until I saw the charge come through my bank. I asked them to cancel the charge and they did. 6 months later I received a similar notification that my payment date was approaching. I called and explained the situation and again asked to cancel my service. They asked me to pay in the ballpark of $500 to cancel and I refused. Ever since, I have gotten multiple calls a week from them demanding payment. It’s borderline harassment and now they’re threatening to send me to collections because I refused to pay their cancellation fee when I tried to cancel with them twice. It’s extortion.

  

  Business Response

  Date: 09/28/2022

  Thank you for bringing this to our attention. After review of the account, we see that the original cancellation request was made to Alert1 on 11/19/2021 in which ****** informed Alert1 at that time that the leased equipment had been lost. As per the Alert1 Service Terms & Conditions, if the equipment cannot be returned to cancel the services, an equipment fee must be paid to close the account. For the leased items, the total came to $559.95.

  On 1/10/2022 Alert1 made contact with the member regarding the fact that services have not been terminated as no payment had been made. Alert1 offered to settle the equipment fee for the amount of $299.00 as well as offered this balance to be split across 6 months which was denied at that time. 

  Alert1 is happy to honor the same settlement offer now to close the account for the amount of $299.00 and will agree to a 6-month payment arrangement if necessary. Please contact our Member Support team by calling option 2. 

  Kind Regards,

  Alert1