Alert Usa Emergency Response Systems

Six years ago my husband & his siblings obtained Alert USA for their widowed mother who lives alone in another state. Every year the fee was paid by my husband's credit card.

Last year, USAA changed from Master cards to Visa cards, and Alert USA sent a letter requesting the new credit card number. I tried to contact them by phone as we wanted to pay monthly (instead annually) because of my mother-in-law's medical diagnosis. Alert USA's phone is no longer in service, so I sent a letter requesting cancellation and all the equipment was returned on DEC 26. To date, we have not received a confirmation that the equipment was received, nor did we receive the $100 deposit.

I contacted the NYC Better Business Bureau, the NY State Regulators for Public Service and the NY State Adjutant General's Office, but no one can help us. AVOID any interactions with these Alert USA SCAMMERS who are bilking senior citizens for services not rendered.

They make unauthorized charges to your accounts and they will claim they didn't receive the equipment that you returned. If you had dealings with this sleazy company please contact the Attorney Generals office.

We got an Alert USA monitor for my mother 5 years ago. It definitely made us feel better knowing she could be 'assisted' with the push of a button. She never needed it, thankfully. We finally moved her into a senior community where she has all of her needs attended to, and lots of people around; so, we contacted Alert USA to return the unit.

I was instructed to write a letter to get an 'authorization' to return it. I did this. The 'authorization' was a photocopied letter telling me to send it back, insured to their address in New York. Okaaay...they couldn't have told me that on the phone, or on a website??

I followed their instructions to the T, and thankfully, sent it via FedEx with a signature required. I also included a letter telling them that I expected to receive the $100.00 deposit refunded, as their literature stated would be returned to me, once they had the unit back.

A month later, when I hadn't received any communication from them, I called their number was told by the 'receptionist/phone answering person' that I needed to speak to someone specific and that person wasn't available. I left my info for a return call.

Shortly after that, I got a voicemail from a very stern man telling me he was "an officer from Alert USA Collections Department". I was surprised and called him back immediately. This 'officer' immediately told me that they hadn't received the unit and were going to charge me $600.00 to replace it.

I said that there must be some mistake, because I was looking at the FedEx tracking online and I gave him the name of the person who signed for the package. He said he'd have to do some research and get back to me. A few days later, he called back and said that he did find it (sure...), but that I was missing a piece AND I owed some back charge (total mystery charge) that totalled $250.00. I asked that they deduct the $100.00 from that amount. He said 'That's not the way it works here, our system won't allow that. You must pay us in full and once your file is closed, we can issue the refund."

Okaaay. I gave him my credit card for the $250.00. He said I'd receive a check in about 4 weeks. 4 weeks???? 8 weeks later nothing. This company is all about making money on the 'close out'.

There are many companies that provide this service...keep looking!

I have an enormous problem with AlertUSA. Forfeiture of my deposit without cause, fraudulent use of my credit card, misrepresentation by several customer representatives and almost 3 years of letters ignored. I have filed FTC, NYS Attorney General and BBB complaints and the responses received never addressed any issue I complained about.

In my case they denied me the contract provision of 45 days to return their paperwork. After receiving an invoice for an Administrative Late Fee I was made aware that they send the paperwork with the equipment to the Subscriber who in my case is 1500 miles away from me; person who was financially responsible for payments to the contract. After speaking with their representative I was told I would get a copy of the forms, 45 days to return them and the fee was waived. Instead, once getting my signed authorization to charge my credit card they proceeded to charge the fee they invoiced. When I saw it on my credit card I called to inquire and was told the company has no obligation to comply with anything said by any representative and the fee stands no matter what. I reversed the charge with my credit card company and since have received invoices for a $50 charge reversal fee, new contract charges and late fees. All totaled over $900 to date.

I maintained one advantage over them however;

Since the issue arouse very early in the contract period I informed them no less than 6 times over a 3 month period that unless they honor their statements and reverse all fees, I WILL RETAIN THEIR EQUIPMENT at the end of the contract to secure a return of my deposit, and I have. After almost 1-1/2 years of writing I get a phone call from a Ms. Barbara Miller asking that I pay the bill and return their equipment. I asked her what the status of my deposit is and guess what, in a bit of HONESTY she stated that my deposit is forfeit no matter what action is taken. I told her that my notices included a revocation of the ability to charge my credit card and any attempt will be consider fraud. They have made no attempts to charge my card, but I have now received twenty-five invoices. For each invoice they have received a reply explaining that as my equipment deposit is forfeit, so is their equipment. I have begun billing them for storage of their equipment retroactive to the end of the contract and to date they owe me $1050 including late fees and interest. They receive an invoice each month along with a letter and their invoice returned as not owed.

I recommend that anyone who uses their services will at least insure the intent of AlertUSA to return any deposit they hold IN WRITING prior to ending a contract and returning the equipment.

Remember; the deposit is not placed with them to secure a fee recovery in the event of a charge to your account which you may not dispute according to their practices, it is placed with them to show good faith that you will return the equipment to them. If you do so you are entitled to your equipment deposit back or they are not entitled to recover their equipment. Make them be the party to first state the deposit is forfeit. After they do so any charge attempts can easily be reversed and the charges contested. If they do not respond, and since your deposit is already lost, just hold the equipment as collateral against the debt and notify them of such.

If enough customers stand up for their rights and insist that any charges in dispute have nothing to do with the equipment deposit and then hold the equipment as collateral against the deposit taken they will be out of business in probably one year. HOWEVER; BECAUSE OF THEIR BUSINESS CLIENTELE THEY INTENTIONALLY DENY THE CUSTOMER DUE PROCESS AND COURTESY OF REPLIES AND WILL NEVER REFUND ANY DEPOSIT YOU GIVE THEM.

The age over their clientele basically sets their business model. They refuse to speak to you, say anything when you do get a representative, never live up to promises or statements but will make every attempt to throw a contract in your face. Their representatives are rude, judgemental and speak as if their customers are idiots. Sadly I guess we are IDIOTS for doing business with this company.

I personally can’t wait for them to start their “collection” actions after almost 3 years of back and forth. Maybe I will finally have a day in court where I can expose the business practices of this legally and morally corrupt company.

My mom signed up for Alert USA several years ago and was fortunate not to have needed the service, but we were comforted knowing it was there.

After suffering a stroke, my mom needed additional care and moved to an assisted living facility in May 2011. The facility has their own in-house monitoring system so we contacted Alert USA to cancel service and requested information on how to disable the loud beeping on the unit when it is unplugged, as it can not be shipped back in that state. We were told that that was handled by another dept and that someone would return our call. No call back. We again and then sent a certified letter. We put the unit in the back of the closet and forgot about it, until my mom's credit card was charged 7 months later for $225 for another year of service!

By then the unit had stopped beeping so we 1) disputed the charge with the creidt card company and 2) shipped back the unit (certified delivery).

Alert USA then contacted us w/ an invoice for $110 for a lost pendant (the unit apparently comes with a neck penant which we returned and a wrist pendant). We found that pendant and shipped it back. Meanwhile, our credit card company resolved the dispute in the company's favor because they received documentation from them that we had not returned all components. So the company is now claiming we need to pay for service for 12 additional months (we do not have the unit so could not receive service at this point even if we wanted to) and $110 for a lost pendant (made of plastic, perhaps $2 to make).

I have reopened the dispute with the credit card company and will be terminating that card to stop further charges from Alert USA. Alert USA auto-charges for services even when they are not provided, they are uncooperative when cancellation of service is requested, failing to acknolwedge receipt of notices to cancel and then come after customers with penalties for lost components IN PARALLEL WITH CONTINUING TO CHARGE FOR SERVICE!

These practices clearly take advantage of the elderly who are unable to advocate for themselves. I am the daughter here and wonder how long my mom would have continued paying without receiving service. This matter is still not resolved for us and it is extremely frustrating. I plan to file a compaint with BBB (their website indicates that there have been numerous complaints)

Alert USA should have 1) returned our calls last May so we could have shipped the unit back at that point), and 2) refunded money for pre-paid service for the 7 months my mom did not use it. Certainly after receiving the primary communication unit in Dec and 1st pendant, they should have dropped the charge for the next year. They have done none of those things.

If you have Alert USA, document all communications and use delivery confirmation for all returned components. If you are looking for a life monitoring system, use a more reputable vendor

I signed up paid a year in advance and now they want me to give them my new credit card info and sign giving them authorization to charge my credit card.I just signed up and paid a year in advance why would they need this info except to try to rip me off and now they say if i do not give the info they will charge administrative fees for what i have no idea.The company is Alert USA This company in my opinion is ripping of the elderly I hope this will help someone make the right decision as to what company to use or not to use.

AlertUSA, a lifeline company, located in NYC. Dealing with a Joe Garcia. Lifeline company: think "Help, I've fallen and can't get up", lost my return of their equipment.

They automatically charged our credit card to continue a service we cancelled. Fortunately, as the card had expired, and they didn't have the new one, payment was stopped.

When informed, we were instructed to return the equipment which we did. They LOST the return equipment.

They keep sending invoices, none of which agree or even seem to have much to do with each other. Their letters do not even address the issues I have raised with them, but just have become a standard, If you don't pay, your credit rating will be affected. Etc. And of course, the any further correspondence will be used for collection purposes.

To say the least, the company is uncooperative and clearly their billing/computer system is pathetic.

Anyone else having difficulties dealing with this outfit?

TPW