Monotronics Alarm System elderly lady being taken advantage of! Hicksville Ohio

My name is Misty. I am the granddaughter of a Lois Congleton. She has been a customer since 2010. She was formally with a local company through our hospital.  A door to door salesman had sold her this alarm system, as well as an alert system. (She has never used her alarm system EVER. She has no idea on how to use it) On June 12^th she took a bad fall in her home. She used her alert system, however it didn’t alarm. She then crawled to the phone to call for help. Luckily she didn’t injure herself while crawling to her phone.  After she was admitted to the hospital, I went to her house to validate if the system was functioning properly or now. When I hit the button, there was a red light in the top right corner of her pendant that started flashing. To me that indicated something was going on. I waited for some sort of call, or an alarm. Nothing… I then contacted your customer service they did some testing with me to verify that the system was working properly. She advised to me that she’s not getting a signal, and asked if my grandma had performed a test lately? She then advised me that she needed to do that on a monthly basis. I said did anyone bother to call my grandma and discuss this with her? She said she should know this. I said I am NOT happy with this service for her at all. This was the one thing I felt comfortable with having my grandma home alone. If anything were to happen she could push her button and it she would have the help she needs. The customer service rep advised that she was in a contract for nine more months. I then found out that my grandmother was paying over $40. A month for this service and in April had called them and talked to them about a lower price. They did lower it to $28-something, as well as lock her in a contract for another year. I’m not sure that she understood that.  I have since called several time, and wanted to cancel the reps that I spoke to said they need to verify that the system is working properly and they needed to send a tech out. Long story short, the tech came out said the system worked, he then showed me how she had to continually push on the button to alert they system. My grandma is 80+ years old; a pendent that she has to continually push the button doesn’t work for her. I then contacted the customer service rep, spoke to SEVERAL… I expressed my concern to them about her not being aware of how the alert system worked.. the rep advised to me that they have 900,000 customers, and they do not have the time to call each and every one of them to see if the system they have works for them. I advised that they don’t have a problem in taking her money on a monthly basis, and that doing some customer service follow up calling was something they should strongly look into doing. In the meanwhile, my grandma had to go live in an assisted living home for about twenty days. I had to make accommodations for her while being there. The assisted living was in another town.  I had to make the decision to get her a phone system that would work for now, and when she got out of the assisted living. We went with a cell home phone through AT&T. She is on a fixed income; she cannot afford a lot of monthly bills. I spoke to yet another customer service rep who advised me that there are much more current pendants out that, at my last resort I said ok, I need someone to come out there and help her to understand the system, and a new pendant. They got a tech out there and much to our surprise…  the system will not work now beings she has a cell phone as a home phone.  The tech told me to call Monitronics and let them know my situation, and that they should let her out of her contract. I then called Monitronics, who advised me that she could purchase something extra to work with her new phone that was $300+, or she can pay the $300+ to get out of her contract. I advised them that I am in customer service, and I know there are loop holes. I know you can allow her to be free from all of this. I said I am begging you please let her out of her contract. His reply, I’m sorry there is nothing I can do.I am very disappointed of all the customer service representative I spoke to not one person could or would step up and offer some sort of assistance to assist in grandma. I do feel that the elderly are taken advantage of by using their safety as a tool to persuade them to do something. This system was way too advanced for her. I hope you can understand my frustration, and pain. All I am asking is that you allow her to get out of her contract, and have someone take the system out of her house. I am sure the alarm system is a great system for someone who has the knowledge to understand it. My 80+ year old grandma does not. Now since I have emailed what I thought was the president, to share my frustration. I have since received a phone call from Robin advising that they received my letter, and they would be willing to give my grandma the adaptor to make her alarm system work with a cell line for a reasonable $150. And my reply was NO!! I said I work for a manufacturing company and I’ve worked in our customer service department. We have given away thousands of dollars to consumers who I know we were not a fault but, it was the right thing to do. And in my opinion letting my grandma out of her contract was the right thing to do. After I filed a complaint with the Better Business Bureau, the same gal who I had been talking to contacted me and advised me that they are not willing to allow her to be taken out of her contract. She said our offer still stands. I feel like my grandma was taken advantage of due to the fact that she is an elderly lady. They never called her to see how the system is, or was. Their lack of customer service skills is unbelievable.  This fight to get my grandmother out of her contract is exhausting, but it’s a battle I’m willing to fight.