ComplaintsforMobileHelp

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for a full year of service for my mother November 18, 2023. My mother passed away August 6, 2024. I notified them and was told I would receive a refund of the last three months of the year. I called to find out when I would receive the refund and was told I would not get one. I have talked with them numberous times and am told someone in management will call me back and nobody does. I just want my balance refunded. I paid them approx. $500. a year for 4 years and then $360.40 for the next 3 years. I think they should atleast refund the last 3 months of the last year which is about $92.35. I don't think that is too much to ask.

  

  Business response

  10/03/2024

  The member signed up for the MobileHelp Cellular Classic system including our MobileHelp Connect Premium protection plan which carries an annual cost of $479.40. The member paid an annual discounted rate of $369.40 on 11/18/2023.  On 8/12/24, Ms. ******* called in to cancel service and the account was subsequently closed with receipt of equipment on 8/20/24. According to MobileHelps Terms and Conditions which is listed on our website under the Term and Termination section. When requested by you at time of termination, if you have a remaining balance of $15.00 or more, you will receive a prorated refund, based on the non-discounted rate, after we receive your complete System. The proration calculation is based on the number of full service months remaining. The customer had an unused amount of $14.75 based on the number of full service months remaining at the non-discounted rate and therefore was not due a refund.  Based on the situation and to accommodate the customers request, we will issue a refund in the amount of $92.35 as requested. We apologize for any inconvenience.  
  
  

  Customer response

  10/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Delanehy

  Customer response

  10/03/2024

  You sent me a message stating you consider this complaint resolved and closed.  I do not consider it closed until I receive the refund from Mobile Help.  I have no way of knowing if they are sending the money.  I thought that maybe they sent it through you.  Please let me know how I can be sure I will receive my refund.   Thank you.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was signed up with Mobile Help and had their service but decided to cancel in July. I called and told them I wanted to cancel and they took out a pmt of ***** on July 3rd, they said they could not cancel till they received the equipment. I sent the equipment back on July 5th *** and they received it on July 8th. I didnt use their service at all in July so I asked for a refund and I have been denied a refund. They said they had to receive it within 5 days to get a refund. I feel since I didnt use their service I should get a refund.

  

  Business response

  07/25/2024

  We apologize for your recent experience with MobileHelp.  We will issue a refund in the amount of $49.32 to the card on file.  The refund may take up to 5 business days to appear on the credit card account.  Thank you for bringing this matter to our attention and giving us the opportunity to resolve it for you.  

  Customer response

  07/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My mother, *******************,73 and I(daughter, *******************) attempted to cancel her Mobile Help subscription multiple times since June 1st. We called Mobile Help customer service@************** on 6/1/24 to cancel. We were sent an email showing and telling us what we needed to return which was cellular base station and Mobile device. We were told account could not be closed until all equipment was received. That was returned postal tracking stated they received it on 6/5/24. We spoke with Mobile Help customer service on 6/12/24 via phone to see what the issue was after received a voicemail on 6/7/24 saying the account was past due. This is also after again confirming mobile device and base station had been sent back. I explained that they had received the equipment on 6/5/24 so why was the account still open and allegedly past due. The customer service rep then came up with a whole new set of equipment they needed that was not in the email they sent us for return. They now said they needed an older model base station from 2018, the mobile device was not returned which was not true and a fall pendant(which email clearly says you do not have to return fall pendant but we did). We were then sent an invoice for $291 for lost equipment on 6/13/24 and Mobile Help has continued to bill us a monthly fee as if we still have the equipment. My father and I went back to my mom's house on 6/13/24 to see if we could find defunct, older cellular base station from 2018. We did and it was mailed back with a tracking number. They received it on 6/18/24. I have spoken with customer service on 6/20, 7/5, and 7/18 to no avail every time getting a different story-the last being they never got the older base station, denied getting mobile device but somehow found that *** stated they needed the fall pendant which when I sais email says you don't have to return that but we did. **************** rep said yes you do not have to. Account remains open with monthly bill and $191 charge for lost euip.

  

  Business response

  07/23/2024

  On June 1, 2024 the customer contacted ********************** to cancel service.  It was explained at that time that the billing would continue until all equipment was returned to MobileHelp,as per the terms and conditions of service.  On June 18th MobileHelp received all of the equipment except for a cellular base station and fall detection pendant.   The customer did later advise that all items in their possession were located and sent back to MobileHelp.  Unfortunately, we did not receive the older base station.  In order to expedite the resolution of this matter, we will write off the missing equipment and close the account immediately.   MobileHelp will cease all further collection efforts and considers this matter closed.  We apologize for any confusion or inconvenience this may have caused. 

  Customer response

  08/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I order this necklace and bracelet for my mother who is 85 years old and in bad health and they sent me the terms and conditions to sign before being billed *****. The representative ****** told me to read over it before being billed. After reading the terms and conditions I called back and spoke with a lady who I did not get her name because she was working from home and her animals were louder than her she said that the order had not been shipped yet and I would not be billed. As I was helping my mother with her bills later on that night I notice in her bank account a charge. So I call back and ******************* id#********** which his call center was in **********, ** and had no manager on duty said he canceled my account and I would receive a refund or my mom would whatever in a couple days. I believe this company preys on the elderly and should be investigated.

  

  Business response

  02/14/2024

  **************** called in on Tuesday February 13, **** and signed up for service with MobileHelp.  The order in the amount of $68.45 was submitted with the customer on the phone.  The customer called back in later that day and requested cancellation.  **************** indicated she was cancelling because she didnt think she could take the system with her if she moved.  It was explained to her that she could call MobileHelp to update the address on file and then use the system in a new location.  **************** still wanted to cancel.  The order was cancelled and the credit card was not charged.  The credit card authorization for $68.45 will drop off of her account in 3 5 business days.  We apologize for any confusion or inconvenience this may have caused.  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Renewed a 1 year Subscription on 1/23/23 for $457 (38.08/month) that paid the account in full until 2/16/24. Due to moving my mother to a nursing home the system was no longer needed. Clarified numerous times over a 6 yr period with MobileHelp and every year I renewed that if I paid the full yearly fee ahead of time, the contract could be canceled at anytime and I would be refunded for the remaining period left. This is also clearly written in the Terms and Conditions, ****************** section as follows: "You may terminate the service at any time by calling MobileHelp" and "You will received a prorated refund after we receive your Complete system." Notification was made of terminating services in later November 2023 under Cancellation #*******. All Equipment was confirmed received and account closed on December 14, 2023 under Return Ticket #*******. Based on this I was due a prorated refund for 2 months and 2 days of $457 (38.08/month). When I was never refunded I made numerous calls to MobileHelp **************** asking where my refund was. I was given the total run around every time and told I need to wait another few weeks. I was also told they had no access to the ******************** that does the refund and I could not talk to them direct. On my fifth follow up call on 2/5/24 since I was still not refunded, **************** then advised me I was not due a refund which is totally outrageous and contrary to the Terms and Conditions referenced above. At minimum I am due $78.70.

  

  Business response

  02/06/2024

  ****************** had the MobileHelp Solo system with Fall Detection and Connect Premium service.  *********** carries an annual cost of $575.40 annually.  ****************** paid a discounted rate of $457.00.  ****************** called MobileHelp on December 7, 2023 to cancel service.  The representative explained that the billing would continue until the complete system was returned to MobileHelp.  The equipment was received by MobileHelp and the account was cancelled on December 14, 2023.  According to MobileHelps Terms and Conditions under the Term and Termination section, you will receive a prorated refund, based on the non-discounted rate, after we receive your complete System. The proration calculation is based on non-discounted rate for full-service months remaining which is why there was no refund.   As a courtesy, we will refund $78.70 to the customer and apologize for any confusion.  

  Customer response

  02/06/2024

  The response contains inaccurate information as the attachment shows. According to MobileHelps Terms and Conditions under the Term and Termination section, it clearly states only  you will receive a prorated refund" there is no mention of what I was told on the phone after the fifth call to **************** on 2/5/24 and what they are claiming now of "based on the non-discounted rate".  For the record I want this documented.

  Customer response

  02/06/2024

  See highlighted contract

  Customer response

  02/06/2024

  See highlighted contract

  Customer response

  02/06/2024

   
  Complaint: 21249484
  
  The response contains inaccurate information as the attachment shows which I have highlighted. According to MobileHelps Terms and Conditions under the Term and Termination section, it clearly states only  you will receive a prorated refund". There is no mention of what I was told on the phone after the fifth call to **************** on 2/5/24 and what they are claiming now of this language "based on the non-discounted rate".  For the record I want this documented. Based on all the hours of my time on the phone as well as having to file this complaint I have lost  as well as stress, aggravation it has caused in addition to MobileHelp not providing accurate information about the Terms and Condition, I am requesting an additional refund above the $78.70 due to me.  

  
  Sincerely,
  
  ***********************

  

  Business response

  02/07/2024

  ****************** is correct in that his version of the Terms and Conditions of Use from 2017 states you will receive a prorated refund in the Terms and Termination section of the agreement. It also states Company may post updates to these Terms and Conditions of Use on its website (www.mobilehelp.com) in the Updates section of the agreement. The current version of the Terms and Conditions of Use states you will receive a prorated refund, based on the non-discounted rate."  Regardless, we appreciated having *************************** as our customer and will double the refund provided for his time and inconvenience. 
  
  

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  REPEATED COMPUTER CALLS. HARASSING. NEVER REQUESTED ANY INFO FROM THIS COMPANY. PLEASE STOP CALLS. ALSO AM ON DO NOT CALL LIST. THESE CALLS ARE FILLING UP MY ANSWERING MACHINE.P L E A S E S T O P!

  

  Business response

  01/25/2024

  Thank you for contacting MobileHelp. Upon review, an online form requesting information was submitted on 1/24/24 using phone number ************. The name associated with this request differs from the name listed on this complaint.Incorrect information may have been provided at the time of the form submission. We have added your number to our Do Not Call list. If you have any other questions or concerns, please contact us.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I did not request a quote or conversation with this company. I was researching available options for a client recently online. This company called my cell phone twice within about a half hour, so I blocked the number. From that point forward, they've been somehow bypassing the phone ring, not registering on my phone as a call at all, but instead going straight to my voicemail. There is no way further to block these nuisance messages, so my request is to be removed from their call list permanently.

  

  Business response

  01/16/2024

  Your feedback is important to us. Blocking a number with your carrier does not put your number on our Do Not Call list. The carrier will just send any calls from the blocked number directly to voicemail. Now knowing that you would no longer like to receive calls, we have added you to our DNC list. Please do not hesitate to get back in touch with us should you need coverage in the future. Your safety is our top priority.

  Customer response

  01/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was contacted by a family member in November 2023 and informed that my grandmother is being automatically charged renewal fees for Mobile Help services. I had helped my 103 year old grandmother who was using the services cancel in June 2022 after she went into assisted living. Based on my bank statement from that year, I sent back the equipment on 8/1/2022. I was not contacted or informed of anything between then and now regarding the service, so my understanding was that everything had been received and the service was canceled.I called the customer service line multiple times (between the period of my being informed of the charges to now) in order to try to resolve the issue before the next automatic charge, however I have investigated the issue to my full ability on my end and have been informed there is no further escalation pathway on Mobile Help's end. I am asking that this situation be investigated in-depth to determine if these charges can please be prevented since the service was officially canceled in June 2022, was never used between then and now, and (being a person who helped with the cancellation process after my grandmother needed to go into assisted living) I was not made aware of these continuing charges.Charges that I am asking to be please be investigated and re-evaluated:Please refund this charge - Charge made Dec 9, 2022 for $593.40 after the cancellation / equipment return.Please prevent this charge from occurring - Ticket filed for one free month between Dec 9, 2023 - Jan 9, **** (my understanding is that $593.40 will be charged Jan 9, ****).Please comp this charge and finalize the cancellation to prevent further complications - Equipment fee of $295.63.

  

  Business response

  01/03/2024

  The customer called ********************** on July 7, 2022 to cancel service.  The customer was advised that the billing would continue until the complete system was returned to MobileHelp as per the terms and conditions of service.  Unfortunately, we have no record of the equipment being received by MobileHelp so the account renewed on December 9, 2022 in the amount of $593.40.  The customers account was scheduled for renewal again on December 9, 2023 but the renewal fee was not collected.  The customer called ********************** on December 12, 2023 to inquire about the account.  The representative explained that since the equipment was not received by MobileHelp the account was still open.  In order to expedite resolution of this matter, we will write off the missing equipment and close the account immediately.  The last renewal fee that was collected on December 9, 2022 in the amount of $593.40 will be refunded and MobileHelp will cease collection activities on this account.  We apologize for any inconvenience this has caused. Based on our actions and the customers request, we consider this matter resolved.  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Mobile Help preys on *************** family members. After my mother passed away, I returned all of their equipment for her account to be canceled. MH insisted that an item was missing. The rep I spoke with was rude, insensitive & tried to convince me that I had forgotten to place the item in the package before it was shipped. When that failed, I was told to file a claim with the ***************** the amount I received to MH. The carrier was helpful & advised me to go ahead with a claim so an investigation could be done. Their report stated that a replacement label, with the exact same tracking number, had been created due to the barcode being unreadable. They also confirmed that the entire package was delivered & signed for by a MH employee. After receiving the report from the carrier, I sent proof in an email to MH that the package & ALL contents were not lost or damaged & my claim with the carrier had been denied. I provided them with the name of THEIR employee who signed for the package & that IF there was any equipment missing, someone from MH was responsible. A reply email stated that a request had been sent to their customer care department for my "situation" to be reviewed. Their next response was sending more past due bills & that if the full amount was not paid, my mother's account would continue to be billed if all outstanding equipment was not returned. I have provided proof that all equipment was returned, yet they continue to demand payment. MH is dishonest & takes advantage of people that need this type of service the most & also attempt to deceive family members. A very deceptive & unprofessional company.

  

  Business response

  12/19/2023

  On 10/4/23, MobileHelp received a package from the customer.  The ********************** device did not appear to be included in the ***** shipment, so the billing continued as per the terms and conditions of service. Given the packaging and shipping information provided by ************, the account will be closed and the balance for the missing Mobile Device will be written off. MobileHelp will cease all further collections efforts and considers this matter closed.  We apologize for any confusion or inconvenience this may have caused.

  Customer response

  12/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My mother purchased a home alert system from mobile help on September 18 it was received on September 21 after being told that service was available in our area, service, as it turned out was not available. After spending 45 minutes on the phone with a service rep they were not able to establish a connection. At that time we did a process for cancellation, we were told we would get a refund for the $533.40 that was paid and that they were going to ship out a return label for the equipment. The return label was never received we called again on 10/4/23, they said they would send another label, that label was never received. Made another call on 10/17/23 this time requesting that a label be emailed, I got a confirmation number of ******* that email was never received. I called again on 10/23/23, the customer service rep at that time was extremely rude and would not let me speak to anyone else and said there was no one else that I could speak to. I Tried to explain that after this much time and this many attempts to get a shipping label that it was ridiculous that nothing has been received from the company yet. I informed them that I would be reporting this to the Better Business Bureau. The customer service agent, *****, also replied that she couldnt put in another request because A request had already been put in even though its been three days past the 24 to 48 hours they said I would receive the label via email. I do not think this company is operating above board and I feel that others should be warned not to use mobile help.

  

  Business response

  10/24/2023

  We sincerely apologize to ***************** for her recent experience with MobileHelp.  In order to expedite resolution of this matter, we will cancel the account today October 24th, 2023 and issue a full refund in the amount of $533.40 to the credit card on file.  Please be aware that the credit can take up to 3 business days to post to the account.  We will also mail a return label to the address on file for the customer to send the equipment back.   Thank you.

  Customer response

  10/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate that they called to apologize for the poor customer service I received and that the account was closed and funds credited.  A return label never arrived, for the third time, but we will be returning the equipment at our expense. Thank you to the BBB for your help in this matter. It is a shame that this is whats required to get things taken care of with this company though.
  
  Sincerely,
  
  ***************************

  

  Business response

  11/01/2023

  We e-mailed a prepaid return label to ***************** and contacted her by telephone to confirm receipt.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩