My mother’s Alert 1 medical alarm system had been unplugged and out of service when another alarm system was installed. I called what I thought was the correct number to cancel the service, and heard no more. I did not notice being charged 3 months later for the service. The company called my mother’s number once and spoke to a family member about the service, who mistakenly thought it was the new provider, and apparently left one generic message with me. At no time did Alert 1 contact me in writing about the system not being connected, despite never receiving an adequate explanation for the equipment not functioning. | I finally received an invoice in writing six months after the unit had been unplugged. Alert 1 never notified me in writing of any problem and made completely inadequate attempts to find out why the unit was unplugged. After many hours of negotiation, I was finally able to receive a credit for only one of the three invoices I paid after the unit was unplugged. | Although I understand now that the company required return of their equipment before cancelling the account, the company’s handling of this problem raises serious questions about their trustworthiness. If an elderly person unplugs a unit and Alert 1 makes only one call to find out what happened and doesn’t get an answer, they feel they have fulfilled their legal obligation. Clearly an elderly person could mistakenly unplug the unit and Alert 1 will make only the most minimal effort to find the cause, putting any senior at risk. | Given the life-saving service Alert 1 claims to provide, minimal effort may fulfill their legal obligation, but it in no way fulfills their moral obligation nor any sense of minimal customer service.
Country: United States
Address: 1000 Commerce Park Dr #300