Medical Alert
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A 15year member means nothing apparently
After being a member for 15 years, I was recently charged $198, plus a $72 service fee, for a device that my mother never used, simply because it did not arrive at the warehouse within the stated 15-day return window even though it was shipped in that time frame. I had contacted Medical Alert a week prior to the deadline to settle my account, at which time I learned the devices were still in transit even three weeks after they were sent. I found out that the policy bases the return date on when the device is received at the warehouse, not the date it was shipped by the customer, which makes it extremely difficult to meet the requirements and obtain a refund. As a result, I was charged not only for the unused device, but also for an additional month of service that I was unable to use. As a customer of 15 years, I am disappointed that my loyalty has not been valued or acknowledged in this situation. It would take away very little for a company like this to waive the erroneous fees and it would mean a lot to someone living frugally not to have to pay $270 for a device and service never used. Additionally, the reason for returning the devices is because of their appearance. I was told my mother would be receiving a "smart watch" as you might find anywhere on the internet. She's an active 83yro who does not want a device the size of a toaster oven hanging from her wrist. There is no site available for someone to preview the devices to ensure they will be suitable for your loved one, so you're left to trust the description the agent selling it to you gives you. I'm giving a 1-star rating only because of the inflexibility of this company and the fact that loyalty means nothing to them. Perhaps because they know they will always have members, they don't care. It shows.