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:01/30/2024

  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 86 year old mother was contacted by a gentleman from Stay Safe Medical Alert. She was under the impression this was an upgrade to her current lifeline system. She becomes confused easily. She was told the new equipment would arrive in a few days. I told her when it does we will return it immediately. The equipment has still not arrived, and her bank account show a payment for $54.95 to Stay Safe Med Alert.

  Business Response

  Date: 01/31/2024

  Please call *** at ************ and she will get you refunded and cancel the account.

   

   

• Initial Complaint

  Date:12/20/2023

  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.

  This company is a scam! I don't know what conversation was had or how they accessed my information but they stole my Discover card information and tallied up an account for almost $700 so far. I have been disputing this company since I discovered the recurring charges. I reached out to Discover and they instructed me to reach out to the merchant. I reached out to the merchant and was told that once the device was returned to them they would then refund me for the device and not the recurring charge. I never received any device nor did I authorize any charge. I do notice that each time I call it is only one man who answers. It is the same man every time. This is definitely a scam because I do not need some alert device. I use my smartphone for that which I hang around my neck. It alerts authorities if I need assistance so why would I need to purchase an additional device? I am fighting to get my money back but the merchant keeps giving pushback whenever Discover reaches out to them. I did not order any device and I did not authorize this purchase. The person behind this false company needs to be found and put into prison. This is not a legitimate company.

  Business Response

  Date: 12/20/2023

  Please call *** @ ************ and speak to *******  she will get you refunded.

  Business Response

  Date: 01/02/2024

  *** is calling you.  the refund was submitted on the 20th as promised.  she will help you track down what the problem is.

   

  Thanks

• Initial Complaint

  Date:12/12/2023

  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.

  I am the *** for my mother. She utilized equipment from Safe Alert until March 31, 2021, that is when my mother was moved to a nursing home. My mother's home was cleaned and the item was returned to the number on the box. However, Safe Alert states they have not received the item, and has continued to take $39 from my mother's account. I have called them on multiple occasions to discuss this matter. My last call was made on 12/11 and I spoke with a ***** and a ******* (I spoke with her twice). ***** stated I would continue to receive a charge until they receive the item or the $95 to pay for the device. I have never received a bill to pay for the device and I have spoken with agency on other occasions and their was no discussion on finding a resolution. I requested to speak with manager, ***** placed me on hold for a while and came back to state the manager stated they will close the account, but there will be no refund issues. I informed ***** that my request was to speak with a manager. He stated, "she is busy." "She is on her phone." Then again repeated "no refund." I called back and spoke with ******* and she stated, "She is on her phone." I provided ******* with phone number and did receive a call back from Manager, while I was in a meeting and was not able to accept at the time. I called back and spoke with ******* and provided my number to *******, along with my work number and requested for another call by manager, "****". All this was before 12:30PM on 12/11. It is now close to 24 hours and I have not received another call from management. I would like to see my mother's money refunded back to her account for the months that the DEVICE was not active in her home. The agency kept her account active during the time when the device was not.The account is under my mother's information:************************** ********************************************************* Thank you,******************************, PLMHP-PLMSW

  Business Response

  Date: 12/13/2023

  This will be taken care of today before the day is over.  it will take 3-5 business days to refund to your account.

• Initial Complaint

  Date:12/05/2023

  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.

  This company preys on the elderly over the phone. They represent themselves as a ******** benefit and then trick the elderly with memory issues into thinking they need this service. Then they charge you $39.95 a month and hope the person or their guardians do not notice the charge. This is a scam. When I called to cancel, *** told me that they would refund the $39.95 once the equipment was sent back. The equipment hasnt even been delivered yet! We will see if they actually refund her her money. Shame on them preying on the elderly with dementia! **** was very rude on the phone as well. She said the equipment was coming soon and to put return to sender on the package to send it back and only then would she give my mom back her money. This is a scam!

  Business Response

  Date: 12/06/2023

  ****,

   

  I am sorry about your experience.  we have refunded your account and written off the account.  Please let me know if you need anything else from **. 

• Initial Complaint

  Date:11/28/2023

  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.

  Good morning I'm writing on behalf of my mother ****** ************* who ordered a Safe Alert device back in 11/2020. On 5/04/2022 I called in to cancel account. because my mother was diagnosed with Dementia in 2018. Upon taking over my mother accounts and financial responsibilities I noticed that she was being charged for this device but I didn't see this device at her home. When I reviewed her bank statement i however notice the 39.95 was being taken from the account on a monthly basis. i then called safe alert to notify them that my mother has Dementia and that I wanted to cancel the safe Alert the rep said that I would need to send the device back and find the tracking number. i stated the rep that my mother probably don't know where she put it being that she has Dementia. The rep according the notes said they gave me the address to send the device back and that i said I would try and find it. I never called back until today 11/28 asking again to have the Safe Alert be cancelled. I spoke to the owner Dillon who after i stated what i wanted he read off the note that was document on 5/2022 when i called in to cancel. He stated that i should have called before now and I told him that I had called already requesting to cancel but he said i was suppose to call back stating i couldn't find the device. i asked for his manager and he said he was the only manager on today and no one could go over his head. He did however, cancel the account. I think this is a way to get the elderly and not to consider any of their debilitating conditions. i will never recommend anyone to use Safe Alert.

  Business Response

  Date: 11/28/2023

  please call ###-###-#### and they will give you a full refund.  Sorry about that.  

• Initial Complaint

  Date:11/14/2023

  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.

  Stay Safe Alert contacted our mother who has dementia and signed her up for a service that she cannot use, does not want, and does not understand. We cancelled the monthly fee and returned the device that was sent 4 weeks ago. Stay Safe has been calling my mother repeatedly asking her to return the device. I called the company and asked them to stop calling my mom. I explained that we returned the device, but the service rep said that since they did not get it, we would be charged a lost device fee. I said that we would not pay this fee.

  Business Response

  Date: 11/14/2023

  Please call and speak to *** at ************ she will get this account closed for you and refunded.  Sorry for the problem with this.

   

   

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair 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 believe that Stay Safe Alert preys on elderly people. Twice they have somehow tricked my elderly mother into ordering a Medical Alert System. She already has one from another company, so she doesn't need another one. I think that salesmen over the phone are taking advantage. They also make it difficult to cancel the service once they start it. While my mother was lying in a hospital bed dying, I had to deal with getting this service cancelled. The representative on the phone was a total jerk, and made it seem as if they did nothing wrong. Now yesterday, another medical alert device came in the mail, which I think they tricked my mom into getting again. The representative that I spoke with could not tell me how or why they sent the device again. I think this company is very shady and it is ridiculous what they do to older people. I want them to stop calling and remove her credit card number from their database permanently.

  Business Response

  Date: 11/08/2023

  please call *** at ************ she will get you taken care of.  we purchase accounts from different people.  we are sorry for your inconvenience and will give you full refund.  we just need to know the name the account is under.  please call and speak to *** and she will get this fixed.

  Customer Answer

  Date: 11/08/2023

   
  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.
  
  Sincerely,
  
  *****/*************************

• Initial Complaint

  Date:11/06/2023

  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.

  My elderly father in law somehow had a medical bracelet delivered to his house by Stay Safe Alert in Utah. His credit card was charged $39.95 on September 12, 2023. I contacted the company to dispute this. I was told if it was mailed back - a full refund would be issued for $39.95. It was mailed back using a pre paid label from Stay Safe Alert on 9/26/23..
  A month and a half went by and still no refund even though there was confirmation the item was received.
  Today I called the company and was told that the reason the refund wasn't processed is because I hadn't called them. The lady told me you have to call Safe Alert after they receive the item back - to discuss. Discuss what? I told her we want the refund we were promised. She told me that the refund is only $29.95 because there was a $10.00 processing fee. I told her how unhappy I was with this company and the transactions. She said $29.95 would go back on the card.
  After the phone call I went back to the online credit card account to find out the card had just been charged 3 times by Safe Alert. The first was $29.95 and the next two charges were $39.95. All three charges were within minutes of ending the call with them.
  I called them again and was told it was a mistake and they would be crediting all the charges back. Surprisingly - the charges are still there. So now I am trying to get my father in law back 4 charges from the company instead of just one. I can't cancel the card as I am not authorized to do so. Stay Safe Alert received the medical bracelet back on 9/28/23 but are still charging bogus charges.

  Business Response

  Date: 11/06/2023

  i have told Ana to refund you in full.  it usually takes 3-5 business days for the credit card company to put balance back on your card.  

  Customer Answer

  Date: 11/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Today November 7, 2023 Stay Safe Alert has a temporary charge on the account for $9.95.

  I tried to call Ana G****** but she was in a meeting.

  STOP the charges and refund the full amount as promised!

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

  Business Response

  Date: 11/07/2023

  this has been refunded in full

   

   

  thanks

  Jennifer

  Customer Answer

  Date: 11/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The refund is not showing on the credit card yet. Still waiting. Spoke to Ana on the phone today. She said a full refund would be coming.
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 11/08/2023

  Ok I understand.  it takes credit card company 3-5 business days to refund back to your card.  lets just wait for that to take place.

   

  Thanks

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  We have received part of the refund back. Thank you. Still waiting for the remainder of the refund.
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 11/14/2023

  Hi have you received the refund?

  Customer Answer

  Date: 11/14/2023

  
  
  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.
  
  

  Yes, the full amount has been refunded. Thank you.
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:10/13/2023

  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.

  I am the PoA for my stepmother. She rec'd a stay safe alert devise that she is being charged ,monthly, for something that is not in service. She has dementia and would not be able to set this up,let alone remember that she has it. I have sent repeated emails to this company with no response. I was at her house last month and would have set it up for her but this unit is useless for her and her situation. I want them to stop collecting payments from her bank account and refund what they have already taken. I would appreciate some feedback from this company

  Business Response

  Date: 10/14/2023

  I am sorry.  please call in and speak to *** on monday morning and she will take care of this for you.   ************

   

  Thanks 

   

  *****

• Initial Complaint

  Date:10/11/2023

  Type:Order 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 BBB there are 3 pages of complaints which each describe almost the exact same scenario: A caregiver discovers a monthly recurring charge (in my 89yo mom’s case $39.95); in many cases there is no evidence of the associated device ever being used or even present in the household; the company says there is a 3 year contract wants the device plus a $75 cancellation fee to cancel the recurring payments; the oldster has no idea they entered into any such contract; and in my case if I cannot find the device they want a $175 “loss fee” to cancel. Note equivalent devices can be purchased on Amazon for $45!
  
  In my case when my mom was sent the device they have a record of her last phone contact saying “I need to check with my son before signing up” and yet they consider the contract to be in effect notwithstanding.
  
  So how can BBB rank this business as “Accredited” when they clearly have a history of business practice which preys on the elderly by not following the ordinary business practice of their competitors, which is to cancel on demand? How many nearly identical negative reviews does BBB need before reconsidering Accredation?

  Business Response

  Date: 10/12/2023

  please call and speak to Ana at our office ###-###-####