Emi K.

My sister and I purchased a Medical Alert system for my mother. The website stated that there was a free 30 day trial period. I was also informed by the sales representative that we could call to cancel within 30 days if not satisfied. Upon receiving the device, my mother stated that she did not feel she could use the device. Thus, I called to cancel our subscription and to notify Medical Alert that we would be returning the equipment.

When I called to cancel, a customer service representative informed me that Medical Alert could send a different model/device, and that my mother could try that one instead to see if she felt more comfortable using the different model. The representative stated that if my mother did not like that device as well, then she could return it free of charge within 30 days. The representative described how the second device sent was different from the first one (which he described was the size of a tic tac bottle...). Thus, I described the device to my mother who indicated that she would try the second device.

My mother tried the second device, but still did not feel comfortable using it. Thus, I called again to indicate that my mother would be returning the device. After my mother returned the device, I waited for the refund which Medical alert stated would go back on the credit card that I used to purchase the device. A few weeks went by, and I did not receive any refund. Thus, I called Medical Alert, and was told that it would be a month before the refund was processed. A month went by, but I still did not receive a refund. I called Medical Alert again, and another representative stated that he would escalate the refund process.

I finally received a refund, but it was for $79 less than what I had paid. When I called Medical Alert again and spoke with a different representative (about the 5th representative I had spoken to since the process began), she indicated that a "processing fee" had been taken out from the refund. I explained that the other representative indicated that my mother could try the new device for free, but the representative stated that it was minus the processing fee. I asked the representative why the other representative did not tell me that there would be a processing fee, and she indicated that it was listed on my billing statement.

If anyone tries out a Medical Alert device, even if the advertisement states that it's a free trial period, they should be aware of a processing fee.