Bay Alarm Medical

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).

Would have given 5 stars but the wait time to get a live person at Customer Service was excessive yesterday and again today. Once Customer Service Rep came on phone, service was excellent. Generally Bay Alarm has excellent response times to alerts when they are set off!!

We purchased Bay Alarm system when my mother insisted she wanted to remain in her home. The alarm system worked great for my mother. She had fallen in her home and was stuck between the chair and table. Bay Alarm contacted us immediately and we were able to get to her promptly and help her. They stayed on the line and relayed from us to her on the estimated time for us to arrive. It helped relieve her anxiety knowing someone was on the line with direct communication.

My customer service rep. John was extremely knowledgeable and patient. Had several questions and he answered all my questions. Thinking the setup would be difficult, he walked me through the setup process with clarity and ease. I appreciated the experience. Thank you.

Thank you for your assistance and general kindness and professionalism. We know we can count on you to be here when we’re in trouble... You folks are amazing and I know Betty is well taken care of with your help!

Once I reached the service department, all went well and promptly. Agent was knowledgeable and friendly. BUT I called on Wednesday and didn't hear back until I called again on Monday. For a company selling emergency help, this was unacceptable.

The representative that helped us was extremely knowledgeable and very patient. My mother's alarm had been damaged after a power surge/lightning storm and I did not realize it was not working. She was sent a new one. We set it up yesterday with the help of a customer service representative and we could not have done it without his assistance.

I called customer service and spoke to customer service and technical support Both representatives were knowledgeable and very polite. The start up test went perfect. All of my questions were answered and very easy to understand, thanks to your associates.

I spoke with a young man to receive help with activating our 4G LTE GPS device. He was very professional and easily took me through the steps to get the device up and running. He also clarified questions I had about the device and the Caregiver Tracking App. He was very knowledgeable about how the device worked and patiently took me through the steps needed. Since I am elderly, he needed extra patience--bless him!!

Finally setup system for mother. Setup support was awesome. Then realized I had been charged for 4 months prior to setup. No one mentioned when I purchased and agreed to contract that it needed to be set up right away. Don’t think it’s fair that I was charged and unit was still in box. Billing had no empathy for the fact that an older person could not set it up. All I ask is for where it states that I must set it up within a period of time. Billing was rude and not very understanding. Unacceptable. I hope to see the contract in my email as I ask the billing agent to send. Karl

My experience with Bay Alarm Medical was positive and we had no problems with the equipment. I did have an issue with billing when my credit card on file expired and charges accrued. When I no longer needed the service and canceled it a few months later I was billed in error for months in excess of the length of time I had the service. To their credit they corrected the issue over the phone.

Spoke with Karina who could not have been more helpful. She knew the product I needed to order, and processed the order quickly. She was a very considerate person. She confirmed shipping addresses, when it will ship and approximate delivery date. Thanks.

We used Bay Medical for 5 years, no problems at all but don't need the service anymore since mom has home care now. The customer service line is a little slow though (maybe due to Covid?) And it took a couple of weeks to get a refund credit back on her card.

Box did not work no matter what we did. Took a long time waiting on hold for technical support. Was thinking for a moment to cancel the service. But Alexis made the difference. She was professional & supportive and took care of the problem by having another unit sent out ASAP. And did not feel rushed with her when asking questions. I would give her 5 stars.

The rep did an excellent job correcting a billing issue because an automatic withdrawal of payment each month wasn’t working with my bank account. It should work now. Thank you to the rep from your company. Also my sister for whom this system was set up for just fell recently and it worked! Excellent work, Bay Alarm!

Bay Alarm is an awesome company. They have responded so quickly to help my parents whether the alarm was accidentally triggered or it was an actual emergency, which we have had 3. Highly recommend their services. Everyone is extremely helpful, kind and considerate.

I spoke with John. He was very helpful and helped me locate my medical clip on unit. (It was in my robe.) He was very helpful and sent me a reverse notification beep so I could find the unit. He did a great job! Thank you.

Had several question about a new Bay Alarm Medical system. Took about 10 minutes to reach a Customer Care person, but they were very helpful, answering all my questions. I would recommend this company based on price and customer care service.

First call to Tech Support. Longer wait than I thought it should be. But When I did get to tech support- it was the best I have come across in a long time. If you could get response time down I may have given 5 Stars!

We received notice of a low battery in our system. The technician was very helpful in giving clear instructions to test the system, and recommend a remedy. The remedy worked and this was all done in the shortest time possible. Her professional expertise was much appreciated.

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 spoke with John about returning the GPS part of my system. In the process of powering down the GPS, I misunderstood and pushed the base help button which took me to Help. While speaking to the Help person, John called me on my cell phone (landline was tied up) and had me power down properly. He gave me clear and specific instructions for the return and told me to expect an email with a new service agreement to sign.

My dad's personal help necklace was giving a low battery signal. John helped me solve the problem and suggested an updated base system which we ordered as well. Very efficient service. John listed to my problem and solved the issue.

The customer service representative was professional. The customer service representative was polite. The customer representative was customer-oriented. The customer representative was very helpful. The customer service representative resolved my issue right away. The wait on the phone for customer service was about 20 minutes.

We had first experience with alarm requiring dispatch of EMS. ALL went well except we didn’t recognize the phone number Bay Alarm Medical calls from (both my sister and I rejected call). It would be helpful if you tell new customers to put that phone number in their phone as a contact so The number will be recognized. These days we get so many political and soliciting calls that hardly anybody answers calls They don’t recognize. Other than that issue it went perfectly and I’m very pleased. On another note I had to call and order a new cord for my mom‘s button because she bled all over the old one. I was on hold for 25 minutes. That’s a long time. The operator was helpful though. I give you three stars. Thank you.

Excellent experience with customer service in changing emergency information. GOS mobile device pinpointed my location exactly away from home. Received two calls from customer service to follow up sudden cutoff to answer another call. Quality of sound on device could be improved but gets the job done less expensive than other systems.

I called this morning to ask a few questions about the recent alarm and was helped in every way possible. We had an alarm activation last night by error after set up and I wanted to find out if there was an alternative monitoring center.