Bay Alarm Medical

I called the call center because my 96 year old neighbor is signed up for your service. The wait time was ridiculously long. I waited over 40 minutes to talk to someone. That is not acceptable. I'd give that 1 star if I could. However, the person who handled our call would have gotten 5 stars. I wish I knew her name. You probably can find out and you should. She was patient, courteous, kind, funny, and gave me an indication she was there for more than just taking care of my needs, she seemed like she actually cared about my neighbor and myself. Please let her know that she is responsible for turning a difficult situation into one of satisfaction. She's a great reflection of your company...NOW...please fix the phone hold situation. Regards, Michael **

I would like to commend a customer service representative with the name Zack. He was very polite and professional with an old frustrated man. I can say that the company in Utah and Idaho are excellent, but getting to Bay Alarm is terrible, they transfer to Bay Alarm and sometimes disconnected after waiting with no human contact. Today I tried again, your answering service was prompt and even took my # if we were disconnected. Today I got an answer at Bay Alarm and after 9 minutes I was informed I was 14 in line. After 30 minutes Zack answered and was very patient with an old frustrated customer, I don’t know what happens when the connection is not completed.; In the past nothing or someone finally calls back, not real responsive!

I had questions about my mother's necklace device, it had been accidentally triggered. I needed to know if there was something wrong with the device and if there was something that needed to be corrected or upgraded. The the customer associate, John, was able to answer them. He was kind, efficient and knowledgeable.

I received a low battery warning for my dad's medical alert machine, and was very concerned. I called your number, which was given in the original voicemail message, and was delighted with the competent person who helped me. She checked on my dad's system and told me that it was the main unit that had showed a problem, but that it now was working fine. Had he experienced a brief power outage? Yes, he had. She also explained that the battery life of both the main unit and wrist button are monitored, so I would be notified well in advance when a new wrist unit was needed. This is a great relief to me, and I was thrilled with the kindness and competence of your employee as she explained this aspect of your system to me. Thank you!

I ordered the Bay Alarm Medical Alert system for my mom in December 2019. The packaging was great and the instructions were clear and easy to understand. It took about a minute to set up and then we tested the system with great response. The next day, I completed the paperwork and forms for any first responders— who to contact, how to get into the house, etc. I decided to mail my paperwork with instructions to the Bay Medical team and first responders instead of faxing or emailing.

The service Bay Medical provided was great. The few times it was used, the service was very prompt and given in a very kind and calm way. And when we tested the system on occasion, it was always an easy process. The return process was easy and the customer service representatives are very nice, professional, patient, and helpful!

I’m shipping back the base unit and has some questions, so I called - it took a while to get an customer service person, but it was a Monday after the holidays so I waited. My questions were answered in detail, so I’m happy!

Very easy process to order and set up. Every time we did a system check the BAM person was very professional, kind and immediate. The equipment is simple and reliable. Would recommend to anyone! The pendant was easy to use and we ordered a beautiful charm to snap the pendant into and made a nice necklace if you did not know it was a medical necklace!

On Dec 21st (Monday) I spoke with a saleswoman. I wanted to purchase the services for my cousin Carolyn **. She was in the hospital and coming out shortly. The sales woman assured me that the unit would ship that day or the next and it would be 3 to 5 days in transit. So I ordered the unit and service. No shipment that day or the next so I called and was told by customer support that the unit would ship on Tuesday or Wednesday. No shipment. On Thursday I called again and was told the unit would ship today. Today I received an email saying a tracking number was assigned but no record of the item in the postal system, just a record of the tracking number. The saleswoman said it was being shipped UPS. The shipment is actually being shipped via USPS.

I tried to call Customer Service multiple times between Dec. 7 and 22. I sat on hold for an average of 20 minutes each time before giving up. Finally, after 25 minutes on hold Dec. 22 June answered the phone. She was professional and polite, but unfortunately was unable to answer questions related to a Nov. 25 issue (I was promised a call on this issue which I never received).