Frequently Asked Questions

Medical Alert Systems 101

What is a Medical Alert System?

Medical alert systems are designed to get loved ones medical help promptly, specifically those who are a fall risk. The equipment typically consists of two components: First is the base station, which plugs into a standard electrical outlet. We have options for both landline phones and homes without landlines. Second, the transmitter – a wearable help button usually worn as a necklace or wrist band. During an emergency, the user would press their medical alert button and it will transmit a signal to our 24/7 USA-Based monitoring center. A trained dispatcher will come over the device speaker to check the user’s status and send necessary help.

With many technical advances, Bay Alarm Medical also offers medical alert systems in the form of a Mobile GPS device and In-Car Medical Alert device, for medical help while away from the home.

Who should use a medical alert system?

Alert systems are designed to help people who fall into any of the following categories:

  • Live alone or left alone for extended periods by caregiver.
  • Use mobility assisted devices (walkers, canes, crutches, wheelchairs).
  • Have functional limitations in performing two or more ADL (activities of daily living).
  • Live in an unsafe neighborhood, or feel unsafe at home.
  • Have home safety hazards which are not correctable, or expense considerations.
  • Are more than 75 years of age.
  • Have sensory deficits (vision or hearing).
  • Have a history of falls.
  • Have been hospitalized within the last 12 months.
  • Are physically frail.
  • Have a history of medication management problems.
  • Have a cognitive deficit.
Why are medical alert services so critical for seniors living alone?

Medical alert services are critical for seniors living alone due to common conditions that could lead to serious falls, injuries, and even death. With the help of medical alert systems, a person will be able to get help quickly rather than being alone for hours or days at a time. Furthermore, it will decrease their recovery time and chances of long term injuries.

  • Each year over 3 million older people are treated in emergency situations due to fall injuries (CDC)
  • 1 in 4 Americans 64 years or older fall each year. (NCOA)
  • Evert 11 seconds, an older adult is treated for a fall; every 19 minutes, an older adult dies from a fall. (NCOA)
How do Medical Alert Systems Work?

At Bay Alarm Medical you can expect available emergency help 24 hours per day, 7 days a week, 365 days a year. In the event of an emergency, simply press your help button. This will initiate a call to Bay Alarm Medical’s USA-based call center. An operator will speak to you through our two-way speaker in the main device, assess your situation, and then make the appropriate calls to get you help. They will either contact your local emergency personnel or your emergency contacts, depending on what you set up on the Customer Information Form that comes with your order.

By default, we list 911 to be called first. The user can easily assign family, friends, caregivers, or neighbors to be contacted before 911.

Who does Bay Alarm Medical call if there is an emergency?

All active customers can log onto their Account Manager Dashboard to updated their Client Information Form. The online form will ask that you provide names and phone numbers for emergency contacts such as friends, relatives, neighbors, or the front desk of your building. In the event of an emergency, our trained dispatchers will follow the proper protocol that you set up with the form, whether that be local 911 dispatched before or after family/friends/neighbors. Please note: If for any reason, communication cannot be established (dispatcher can’t hear the user) – our dispatchers will treat the alert as an emergency and follow the emergency protocol. Their main priority is to get the necessary help as quickly as possible.

Please note: Calls from our monitoring station will come from either of our two USA locations. It will not show up on caller-ID as Bay Alarm Medical, as they also monitor other home security divisions. Bay Alarm Medical is not responsible if emergency contacts do not answer the phone or check voicemails.

Who answers the calls in an emergency?

When you press the emergency button on the pendant or base station, a two-way voice call will be initiated with our USA-based Monitoring Center. Our monitoring dispatchers are five diamond-certified located in Ogden, Utah and Rexburg, Idaho.

How long does it take to get a response once the medical alarm is triggered?

It takes about 45 seconds or less for you to hear the live emergency dispatcher through the two-way speaker. When you press the button, you will hear the alert sound as it connects to the monitoring center.

What home phone services work with the Bay Alarm Medical Alert System?

Our system is compatible with all standard phone lines and cable providers such as: Comcast, Time Warner, Charter, and Cox. We are compatible with most VOIP solutions including AT&T and Verizon. To see more, click here.

Do you need to have a dedicated landline?

The unit will work on your existing home phone line. However, if you don’t have a traditional landline, we also have In-Home Cellular and GPS options available. The cellular systems run off of 4G LTE AT&T or Verizon Networks in your area. Our Care Consultants will be able to determine the best network in your area. You do NOT need to have AT&T or Verizon services in order for our systems to work.

Does Bay Alarm Medical offer service in my area?

Bay Alarm Medical provides full services nationwide. Please speak with a Care Consultant if you would like to double check the cellular network in your area.

How quickly can I get medical alert service?

Once the order is place, we will have your medical alert system in the mail within 1-2 business days. Typically, the unit will arrive within 5-9 business days after shipment, depending on your location and weather conditions. Express shipping is also available. The system is activated during the time of order, so it can be installed and tested as soon as the user receives it.

What do I need to do to install the medical alert system at my house?

No tools required! To install the In-home medical alert system is a standard electrical outlet and a standard phone jack. The electrical outlet should not be controlled by a switch, to ensure that it is always receiving power. The medical alert system is configured to share a phone jack with an existing phone so you don’t have to move anything. You can read the full installation and testing instructions for the In-home system here.

Will the medical alert base station be able to hear me anywhere in my house?

The system should work within most living areas depending on the number of walls and construction type. Our monitoring dispatchers are trained to treat every alarm as an emergency. If for any reason the dispatcher cannot hear you through the main base unit, they will try to reach you by phone to check your status. If they cannot establish communication, they will treat it as an emergency and follow the emergency protocol set up on the Customer Information Form.

If you have a larger home or property, our Care Consultants will be able to recommend the best solutions to have full coverage and protection.

What if I live in a rural area? Can you still provide medical alert service?

As long as you have a compatible home phone and power we can provide service. Our In-Home Cellular Medical Alert System and Mobile Devices are powered by 4G LTE AT&T or Verizon network coverage in your area. Our Care Consultants will be able to evaluate your location to confirm if the network coverage is sufficient enough to give you proper coverage.

How often should I test my medical alert system?

We will be silently checking the signals on our end every week, and we recommend that you test your system at least once a month by pressing the emergency button one time and waiting for the dispatcher to come over the line (just as you would in a real emergency). Kindly let the dispatcher know you are okay and that you are just testing. Please make sure you respond to them or they might think it is a real emergency and contact your family and/or send emergency personnel to your house. We do not charge additional fees for testing or false alarms. However, Bay Alarm Medical is not responsible for any fees incurred by your city or local emergency services.

What happens if I accidentally press the emergency button?

Your system will be set off as it would in a real emergency, but please don’t panic. A Bay Alarm Medical dispatcher will come over the base unit to check if you need help. Simply let them know everything is okay and it was an accident. Please make sure you respond to them or they might think it is a real emergency and contact your family and/or send emergency personnel to your house.

Equipment

What types of medical alert pendants are available?

We offer an interchangeable help button that can be worn as a necklace or on your wrist. We also have a separate Fall Detection button available.

If you need coverage away from home, we offer a SOS Mobile GPS Device that can be worn around the neck on a lanyard or in a belt clip.

The In-home button, Fall Detection button, and SOS Mobile GPS device are all water resistant, so they can be worn in the shower and in most wet weather conditions.

Will the medical alert base station be able to hear me if I am outdoors?

If you have the standard range button, the signal should be able to reach the base station from 800-1000 feet away. If the operator cannot hear you, they will treat it as an emergency and follow the protocol that you set up on your Client Information Form, whether that is to call local EMS first or family/friends/neighbors first.

Please note: Our default protocol is for our dispatchers to contact local EMS for emergency help.

What if I am on the phone when I need to use my medical alert pendant?

If you are on the phone connected to the medical alert system, the system will disconnect your call to send the emergency signal. If other phones in your house are in use, then the system will try to dial the monitoring station 10 times. If it has failed to communicate, the system will emit a high-pitched tone alerting you that there is a problem.

What is the battery life of the medical alert pendant?

Our Standard Help Buttons are designed to last up to 5 years without any recharging. For the Auto Fall Detection Button, the battery life is up to 2 years. Should the battery start to run low, the button will automatically send a signal to our monitoring station and you will be notified. While we do run system tests, we highly recommend testing at least once per month to ensure your button is working properly.

Purchase the Warranty Protection Plan and receive 50% off replacement pendants and accessories.

What is the battery life of the medical alert base station?

In the event of a blackout or power outage, our system will continue to run for up to 32 hours.

The battery will automatically recharge itself once power comes back on to the home.

Can information be changed after the medical alert system is ordered and/or installed?

Yes! If at anytime you wish to change any of your information, e.g. credit card, home address, emergency contacts, etc., please log onto your Account Manager Dashboard . You can also download the Account Manager App for iPhone and Android to make these changes and updates from your smartphone.

You may also give us a call us at 1-877-522-9633 and one of our Customer Service representatives will be about to assist you with the updates. This will ensure that our system is up-to-date with the correct information.

What if I move? Can I bring my medical alert system with me?

The Bay Alarm Medical Alert System can be moved to any location in the US, but in the event of a move you will need to notify us so that we can update our emergency contact information.

Please note: If you have the SOS Mobile GPS Device or the In-home Cellular System, please be sure to check the new location’s 4G LTE Network connection. Give us a call and we can assist with a safe and proper move.

Can more than one person be protected by a medical alert system at a single location?

Yes, Bay Alarm Medical offers free spouse monitoring. This will also go for two family members living in the same household. We would just need to charge an additional fee for the extra pendant that will operate with the same base unit, but we will not charge an additional monthly monitoring.

Will this interfere with my pacemaker?

The In-home buttons do not interfere with pacemakers.

The SOS Mobile GPS Device does not have a magnet like other mobile devices on the market. However, it is always advised to check with your Care Provider to ensure the best and safest results. The SOS Mobile device also comes with a belt clip, in the case that the lanyard is not suitable for you.

Is there a trial period available for the Bay Alarm Medical Alert System?

Yes – In accordance with our 30-day refund policy, you may place an order with us and try out the system.

If for any reason you need to cancel your Bay Alarm Medical services, simply give our office a call at 1-877-522-9633 to let us know that you are cancelling. You will receive proper power down instructions as well as steps to return the device(s) back to our office. We recommend you get a tracking number to track the package back to us.

IMPORTANT: The account is not fully cancelled until the equipment has been returned in working condition AND processed. You will receive an email confirmation once it has been cancelled. We recommend you return and postmark the package on or before the next bill date.

Bay Alarm Medical does not hold customers to contracts, so you may cancel at any time without cancellation fees.

Return Address:
Bay Alarm Medical Cancellations
1140 Galaxy Way, Suite #150
Concord, CA 94520.

Compatible Phone Services

What if I have a rotary or pulse phone at my house?

Our system will work with rotary dial, pulse and tone phone lines.

What home phone providers work with your medical alert system?

Our system is compatible with all standard phone lines, cable providers including Comcast, Time Warner, Charter, Cox, and most VOIP solutions including: AT&T and Verizon. To see more click here. If your provider is not on the list, please call us at 1-877-522-9633 to check compatibility.

What if I have wireless home phone service?

No worries! We offer an In-home medical alert system that runs off of AT&T and Verizon cellular network. We also have a SOS Mobile GPS option available as well. Please note, you do not need to have AT&T or Verizon services in order for our devices to work. Give us a call for more information at 1-877-522-9633.

Will it work with a cell phone?

Our systems do not require a smartphone in order to work. In addition, our systems will not work with cell phones/smartphones.

Our wearable buttons and devices, such as the SOS Smartwatch or SOS Mobile Device are made to be worn throughout the day as needed for reliable and full protection.

Does Bay Alarm Medical Alert System have GPS?

Yes, we offer a SOS Smartwatch and SOS Mobile device. Call us at 1-877-522-9633 to order today.

Setup & Installation

Setup, installation and tech support information is located on our help guides page.

Fees & Payments

What do I have to pay to get started?

Your card will be charged once you place the order for the initial monitoring fee and any additional accessories plus shipping charges. Your service will be activated immediately.

To simplify payments for our customers, we will automatically take payment on the same date every month. For further questions, regarding billing please give us a call at 1-877-522-9633.

What total fees do you charge?

You will only be paying for whichever package you choose, plus the one-time shipping fee, and any optional accessories that you add onto your order. Zero hidden fees! We do not charge for emergency calls, false alarms, or test calls.

Do I have to sign a long-term contract?

Bay Alarm Medical does not require a long-term contract. Unlike some companies, we want to keep things simple. We will cancel your account once we receive all of the equipment in working/original condition without any cancellation fees.

Are there any other fees for this service?

Nope! Your monthly cost will reflect the 24/7 professional monitoring coverage.

Will I pay more if I use the service more?

We will never charge for calls placed, as we program each base station with a toll free number to dial.

Is there a charge if I set off the medical alarm accidentally?

If you accidentally press your button, simply tell the dispatcher you are okay and it was just an accident. Bay Alarm Medical will not charge for false alarms/test alarms.

Please Note: Cities hold different rules regarding false alarms for first responders. Bay Alarm Medical is not responsible for any city fees.

What payment options do you offer?

We currently offer Monthly, Quarterly, and Annual payment options.  Meaning, your card will be automatically charged every month, every three months, or once every year depending what you choose. Payments can be set up using a credit card or debit card (Visa, MasterCard, or Discover). We do not accept American Express cards.

Will Insurance Pay for Services?

Is this medical alert system covered by insurance, Medicare or Medicaid?

Long Term Care Insurance can cover costs and services of medical alert systems. For other insurance providers: If covered, it is usually on a reimbursement basis. You will need to contact your provider to determine if coverage is available and arrange for reimbursement directly from them. Read more on our blog.

Cancellations & Refunds

Are there any cancellation fees?

Bay Alarm Medical does not charge any cancellation fees.

How do I cancel my Bay Alarm Medical Alert service?

If for any reason you need to cancel your Bay Alarm Medical services, simply give our office a call at 1-877-522-9633 to let us know that you are cancelling. You will receive proper power down instructions as well as steps to return the device(s) back to our office. We recommend you get a tracking number to track the package back to us.

IMPORTANT: The account is not fully cancelled until the equipment has been returned in working condition AND processed. You will receive an email confirmation once it has been cancelled. We recommend you return and postmark the package on or before the next bill date.

Bay Alarm Medical does not hold customers to contracts, so you may cancel at any time without cancellation fees.

Return Address:
Bay Alarm Medical Cancellations
1140 Galaxy Way, Suite #150
Concord, CA 94520

What is Bay Alarm Medical’s refund policy?

Bay Alarm Medical offers a 30-day refund policy. The 30 days begins once you receive your Bay Alarm Medical Alert System. Pro Tip: We highly recommend you install and test the equipment as soon as possible.

If you are dissatisfied with the service, you may return the equipment to us within those 30 days to receive a full refund less shipping costs. If you cancel after 30 days, you may receive a prorated refund for unused months less shipping costs.

To confirm account cancellation or questions regarding refunds, please contact our Billing Department 1-877-522-9633.

What is Bay Alarm Medical’s return/exchange policy on accessories?

If you are dissatisfied with your pendant, or want to exchange it for another model, you may send it back within 30 days of receiving it and we will do an exchange. Please call us at 1-877-522-9633 for exchange information.

Warranty Information

What happens if the medical alert base station or pendant breaks?

If you lose or break the pendant, a new one can be purchased online or by phone.

We offer a Premiere Protection Plan (Warranty) at an additional cost which allows for one unit replacement per contractual year and all lost or damaged accessories are 50% off its current replacement value.

Main devices:

If you have multiple devices (i.e. Both In-home & SOS Mobile), we would replace one device and the second would only be covered at 50% if both are damaged/lost/etc. in the same contractual year. If you have additional questions regarding replacements or our Protection Place, please call us at 1-877-522-9633.

Does the Bay Alarm Medical Alert System come with a warranty?

Your medical alert base station is protected under a warranty with Bay Alarm Medical as long as the issue occurred because of normal “wear and tear,” or manufacturer defect.

However, the system is not protected if it is damaged beyond our control. (e.q. water damage, power surge, is dropped and breaks, cut wires, etc.)

Can I purchase an extended warranty for the Bay Alarm Medical Alert System?

You may purchase our Premier Protection Plan. This warranty will cover the replacement of one unit per year and 50% off all lost or damaged accessories. Any additional equipment replacement needed in the same contractual year will be covered at 50% of its current replacement value. The warranty also comes with Lifetime Low Battery Replacements. Please note, any shipping fees are not covered by the warranty.

If you opt out of our Premier Protection Plan offer, non-manufacture damage beyond our control (e.q. water damage, power surge, painted/colored on, is dropped and breaks, etc.) will be up to $299 fee.

Call us at 1-877-522-9633 for more information about our Premier Protection Plan.

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