Bay Alarm Medical

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!!

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!!

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.