Acadian On Call was started in 1991 as a company that prides itself on going above and beyond industry standards and requirements in the medical alert industry. The company's history as an Ambulance service and paramedic training facilities made expanding into the On Call Services niche a natural transition. Today, Acadian On-Call monitors and partners with more than 550 security companies across the nation, responding to more than 4 million alarms per year. The company maintains a close partnership with local fire and security companies, along with a qualified staff of certified dispatchers.
- Customer service
- Quality equipment
Acadian On Call's services are comprised of three basic components:
- medical alarm base station
- medical alarm pendant
- monitoring center
The company offers its members a choice of three monthly subscription plans:
- Traditional Medical Alert
- Medical Alert Plus
- Medical Alert Mobile
They get the equipment free. The devices are backed by a Lifetime Warranty and include access to Acadian's high tech U.S. based, nationwide 24/7 monitoring centers in the event of an emergency with just the press of a button. The monitoring services at the company automatically uplinks with the base units to monitor functionality.
The company offers a series of pluses and benefit, including:
Depending on the subscription, Acadian charges anywhere from $29.95 - $41.95 per month for round-the clock monitoring and emergency dispatch services. There is no activation fee associated with setting up the account.
Acadian offers members a monthly subscription service. There is no contract. If at any point members would like to cancel their Acadian services, they can do so at any time without charge. And if you cancel within the first 30 days, you can get a full refund. If you discontinue service after paying a lump sum, you get the months you pre-paid for refunded to you.
Acadian monitors 24/7 and Free Medication reminders allow members to schedule the days and times they need to take medications using Acadian's website. The medical alert console announces the reminders at the scheduled times.
Acadian has specially trained customer service representatives on call 24/7. Members have the ability to order online or by calling in, and there is an online support team prepared to answer any and all questions.
Acadian's products are waterproof up to 3 meters deep and have a 2-Way Mobile Button that allows you to connect instantly to the monitoring center upon activation. The base station in your home has a built in speaker that becomes a high powered speaker phone, allowing you, your spouse or loved one to have two-way voice communication with a medically trained dispatcher, even without the use of a telephone.
Acadian's devices, depending on the subscription, do not require a landline or cell phone. The home base unit functions as a cellular device.
- Warranty limitations
- Design limitations
- Limited medical information
There remain a few caveats to be aware of before making a purchase:
Compared to its competitors, Acadian is much more conservative about full refund return policies. The company's 30-day risk-free trial sounds good, but you have to cross your I's and dot all your T's while jumping through hoops to get the full refund.
The requirements go like this: The customer must call Acadian's customer service number to inform them they no longer want the equipment and want a refund. Next you have to mail back the equipment to them. You'll be responsible for all the shipping costs, which are non-refundable. And if the equipment is lost or damaged during delivery, you won't get your refund. Plus, the equipment HAS to be in the original package, postmarked within 30 days of placing the order.
Acadian's strict return policies insinuate that the company has a lot of confidence in the financial and physical well-being of their customers. To recommend that unsatisfied customers insure their return package for $250.00 (on top of the shipping costs) is a bit of a stretch for many elderly people and even their families. Such strict return policies mean you have to be crystal clear on the fine print prior to the 30-day trial and plan on possibly having to return it by saving the original package. For people needing medical alert service, remembering details is not the best customer service policy for this demographic.
Similar to other devices in the medical alert industry, Acadian's products are designed to be attractive and "normal" but are still obviously medical alert bracelets, watches and necklaces. Although an argument can be made that easy to press buttons are hard to make look "en vogue", it may be off-putting to seniors who are self-conscious. One competitor is already producing alert button wristwear that mimics fashionable everyday watches.
Limited Medical Information
Some medical alert companies offer profiles with customer's medical information. Upon signup, Acadian members are asked to fill out a profile with name and address information for EMT responders but it seems to lack information on medical issues and things like allergies to medication, which can be lifesaving in cases where the patient can't talk.
The Bottom Line
Acadian On Call's years of industry expertise make it a viable consideration for home care alert emergency support. Their emergency response service representatives seem to have more training than most industry competitors. There are other companies with more free benefits and more fashionable Call Button devices, but the company has competitive, low monthly subscription prices with quality, top-of-the-line product features. They were one of the few companies that we reviewed that offers more than one product that was designed for a specific client's needs. Acadian On Call makes it easy to choose from a landline, DSL, or mobile/GPS phone service. The most popular unit is the Cellular Medical Alert System and would be a great fit for most clients. It interfaces with cellular phone services and offers a neat electronic display with big and easy-to-read buttons.
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