Stacy S.
Worst customer service ever! They don't answer the phone!!!!
I bought the device for my 4 year old wandering ASD son. 1) took two weeks after ordering to receive the device. 2) read the fine print you are signing up for a one year agreement at 40.00 a month. (480.00 per a year) just a side note it's expensive. 3) I signed up for one free trial month but was charged in full at the time I ordered the device for both the device and the gps/cell service. Side note they start this supposed 30 day trial the day you order it but I didn't receive the device until two weeks later. 4) I decided not to keep the device because it's to heavy for my 29 lbs son and because it did not function as advertised while he was at school. 5) called the company to return the device, I told them why (weight, function and monthly cost). Was given the run around before being told I'll receive an email with return instructions in 5 days. Really why so long! 6)called them on the 5th day to ask why I have not received the instructions yet. They didn't answer the phone and I called 3 times left messages and sent an email. No one called me back but I did finally get an standard, blanket type email with instructions. 7) I had to pay to return the device and it was expensive because they recommend tracking with signature. 8) I had to call them again because the company signed/recieved the package on 7/28 but didn't send an email or call me that they received the package and will process my return. Again no answer and I left messages and sent an email. I didn't receive a response until a week later where I got again a blanket email stating they received and processed and send the returned funds. I've checked my account the last two days and still have not received the money they shouldn't have taken in the first place because of the free trial month. 9) just called and left another message because again they didn't answer the phone. I still have not received my money back. If they don't answer basic customer calles, are they going to answer during an emergency if a child needs to be found and the gps is not working!!!!! I would not go with this company.
Response from AngelSenseJul 10, 2016
Hi Stacy, I am so sorry for your frustration. I have reviewed your case and we are making adjustments to our coverage to provide more Agents to answer the phone during busier times. We are also available during business hours via Chat if the phones are busy. Chat is easily accessible directly from the AngelSense app or via www.angelsense.com. We have been growing quickly as AngelSense is the best and most accurate solution available for children with special needs. I do see that your case was handled and your account has been credited. We strive to make the world a better place for families and children with special needs, we are sorry that AngelSense did not work for you but we hear your concerns and are working on them. Regards, Valerie Head of Customer Care


