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.

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Alert1 Medical Alert Systems has 4 locations, listed below.

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  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:09/09/2022

  Type:Order 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.

  In 2020 I paid for a 1 year of service from ALERT1. They gave me 1 month of free service when I paid. Each month I placed a call as directed via the Alert button verifying equip was working. If I did not call them in a timely manner, Alert1 called me to verify the equip worked and my husband was ok. He has PD. Thats why I paid for the service. I did so in November early in the AM. It took the rep 5 or more minutes to answer. When the call was answered she sounded like a child woken up. The next day I called Alert1. I advised that the time wait for my call to be answered was unacceptable, and I was disconnecting the phone and cancelling the service. I ask for an RA to return the equipment. She refused to give me an RA,. She informed me that my service would not be disconnected that day because the service was paid thru the next month or so. I replied "that was fine.". I received a letter last month informing me I owed $200 for service. I received a msg on my phone to return their call, which I did. I was informed that service had been provided for me all this time. I never received an invoice/bill from Alert1 making me aware of this for almost a year now. I informed the rep I would not be paying for a service not used nor informed about. Today I answered a call from Alert1. She thanked me for returning the equipment and told me I now owed $199.00 and that needed taking care of. Once again I told her I would not be paying that. Phone records from both Alert1 and my landline exist which can prove I never called them and they never called me to verify his safety or equipment working. Those records can be legally requested by either one of us. They have called me enough times I consider it harrsement. Today when they called; before I hung up I requested they not call me again. Just an fyi. Those calls and msgs are on my landline to verify my statement. My husband has been in and out of the ER and doctor ofcs many time lately.

  

  Business Response

  Date: 09/16/2022

  ******,

  We apologize for any confusion regarding the Alert1 account. We can reassure you that the account has been terminated as of 9/8/22 when your cancellation package was delivered to our office. It was not closed in good standing as a renewal of service occurred on 7/18/22 and was left unpaid. As per our Service Terms and Conditions, monitoring services are provided by Alert1 until the equipment is returned to our location in Williamsport, PA. 
  We are happy to prorate the final balance and ask that you pay July and August service fees. This final balance being $39.90. To resolve this balance you may pay online via your My Account, call our customer service  at ************ option 2, or you may mail a check to:

  Alert1
  Attn: Member Care
  1000 Commerce Park Dr.
  Suite 300
  Williamsport, PA 17701

  Kind Regards,

  Alert1

  Customer Answer

  Date: 09/28/2022

  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/09/2022

  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 got the Alert 1 service for our mother (********************** billing address was ********************************** Pittsburgh, PA *****), in Pittsburgh back in 2018, she was 94 years old then and lived alone. We moved her into an assisted living facility in August of 2022 at age 98, and we didn't need the Alert 1 system there. As per Alert 1 instructions, we return the system complete via *** on July 28, 2022, and they/Alert 1 received it. Alert 1 billed her each April for the year ahead, so based on our return in July she has a credit due for 8 months that was pre-paid, and Alert 1 owes her. We called them this past week and their response was "we do not issue any refunds". Their website, and I quote under, "No Long-Term Contracts" states, "pro rated refunds are available anytime".... REALLY, they/Alert 1 says no. Totally unacceptable and Alert 1 needs to live up to their statements and make a payment to our mother.

  

  Business Response

  Date: 09/16/2022

  *****, 

  We apologize for any confusion regarding the requested refund. Upon review of the account it appears that you are not an authorized party on the account for **** and that is why the refund was denied while speaking with you. Alert1 does in fact offer prorated refunds. We encourage an authorized party to contact our billing department at ************ option 2 for Member Support. 

  Kind Regards,

  Alert1

  Customer Answer

  Date: 09/26/2022

  [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:

  My mother called your 800 number with my sister at her side on or around 9-8-22. You rejected her request for the prorated refund, now it's interesting that is now your reply, after I contacted the BBB. 

  I will have my 98-year-old mother, who is in the hospital with a broken hip CALL YOU, this is truly non-sense.

  Regards,
  
  *********************

• Initial Complaint

  Date:08/08/2022

  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.

  My mother was enrolled in Alert 1's medical alarm service. She was diagnosed with Alzheimer's and no longer lived alone thus did not need the service. We received a bill for $571.40 for the following year of service so I contacted Alert 1 to notify them of our cancelation. I was given an address to which the equipment must be returned and was told that we would owe a prorated amount for the time that had elapsed before the equipment was received. The equipment was returned to that address and received 6/10/2022 as has been confirmed by the company representative. The following week we received a bill for the entire year at a price of $571.40. We figured that there was a timing issue and ignored this bill. My mother received a call requesting the full amount. I called Alert 1 again and spoke to a representative. They acknowledged receiving the equipment and told me they would send a bill for the prorated amount. Two weeks later my mother received another call demanding payment of the full amount. I called Alert 1 again and was assured that a bill for the correct amount, $47.62 was being sent as we spoke and that the account would be closed upon receipt of that amount. That bill was received and paid on July 23, 2022. August 3, 2022, a collections notification was sent to my mother demanding the difference of $523.78 and threatening negative reporting to the credit agencies. This has upset my mother who is confused by the whole matter. She has never had credit issues and is now fixated on this being a problem for her. I need assistance in getting Alert 1 to correct their records and call off the collection agency. I was working with Alert 1 and had contacted them three times thinking the matter had been resolved but it appears that my effort has been in vain. The name on the account is  ***************************. Her customer number is ********. The name of the collection agency is Greenfield Collections. I can be reached at ************** or my cell at **************

  

  Business Response

  Date: 08/11/2022

  Thank you for bringing this matter to our attention. We would like to reassure you that the account does reflect the prorated balance of $47.62 was paid on 7/28/22 and the remaining balance was sent to our Accounting Department to be waived from the account. Our invoice statements are auto-generated and we apologize that you've continued to receive them. There is no further balance due and we have notified Greenfield Collections that this account was resolved by Alert1. 

  Customer Answer

  Date: 08/12/2022

  [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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:07/18/2022

  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.

  I'm being billed for an account that I did not open. I explained that the account belongs to a family member, *************************, who is now deceased; however, they continue sending me bills as well as threatening to send the account to a Collections agency.  This is not my account.

  

  Business Response

  Date: 08/11/2022

  Thank you for bringing this matter to our attention. We have further investigated the account and show that the financial responsible party has been listed under ***************************** throughout the entirety of the membership with Alert1. There was even record of *************** calling into Alert1 in regards to the billing on the account. It was not until the time the service was requested to be terminated and the account was not in good standing that *************** informed us that she was never to be listed on the account. We would appreciate if *************** would provide supporting documentation that the payment method on file was in ******'s name rather than her own.