Personal Emergency Response Systems are only one small part of the services which are offered by Home Helpers, a franchised company offering their services in-home to seniors across the country. All packages are custom designed to each person’s needs. This planning is accomplished during an in-home consultation and company representatives will not give information over the phone. Having medical monitoring come as part of a package allows bundles to be created and families to have the best options available for their needs.
- Customer support
Trying to get even the most basic information to determine if the company is a good fit before an in-home consultation is very difficult, even impossible. When calling the toll-free number, callers’ contact information is captured and then the agent refers the caller to a local office to set up an in-home consultation. Upon leaving contact information with the main call center, reviewers waited for over two days without receiving contact from the local offices which they were referred to.
At that point, they called the offices directly and in every case, received a voice mail message. Messages were left, and no one form the three offices contacted called back within three business days.
Having an in-home consultation can be a rather high-pressure purchase and for those customers wanting to set up assistance for their aging parents, this arrangement is difficult to coordinate.
Company representatives at the toll-free number do not give information about the company, product, pricing or features. This may be company policy or these agents are nothing more than an answering service for the company to route callers’ information. Either way, this is very off-putting coupled with a bare-bones website without information.
Direct Link 911 offers several services – medical monitoring with a personal emergency response system (PERS), medication management, vital sign monitoring and home health care visits. Their packages are custom-built and bid according to each customer’s needs. As such, they do not offer pricing information over the phone or online.
The availability of a warranty is not mentioned online and customer service representatives would not disclose the details of the plan, pricing or coverage.
There is no information about an activation fee online and customer service representatives would not answer reviewers’ questions about specifics of the plan, including if there was an activation fee.
There is little information about the plan, pricing or features online and customer service agents would not disclose information about these topics over the phone. From the limited information available online, it does not appear that Direst 911 offers mobile medical alerts.
When calling the toll-free number given on the site, reviewers were asked several questions, which were designed to capture basic contact information. After responding to the queries about name, phone number and ZIP code, reviewers were given the phone number for the local office. Agents at the national call center were not able to respond to questions about price, features or the specs of Direct Link 911’s equipment. The company’s website allows one to find the local offices as well with a simple search feature, so calling the toll-free number can feel like an exercise of futility since agents will not respond to any questions beyond informing the caller that they must call the local center. Customer support is seriously lacking at the national level – toll-free number as well as via the online chat and prospective customers can quickly tire of not receiving answers.
Automatic Fall Detection
On Direct 911’s website, it states that one of their plan’s features was automatic fall detection, but no details about the coverage are available and customer service would not discuss the details of their plans, coverage and features with reviewers.
No one at the company could be reached to discuss the terms of the contract, pricing, activation and cancellation.
It is not clear if two-way communication is offered online and customer service agents would not give details about the features of the plans.
Mobile Medical Alert System/Mobile GPS
Customer service would not discuss the features of their plans, so it is not clear if mobile medical monitoring is available. From the limited information available online, it does not appear that Direct 911 offers mobile medical alerts.
Technology and Equipment
Personal Emergency Response System comes with a home unit and a transmitter unit. The transmitter can be worn as a wristband or as a pendant and is small and waterproof. Exact details of the equipment are unavailable online and customer service representatives will not disclose specifics of their equipment without scheduling an in-home appointment for a consultation.
Location of Certified Monitoring Centers
Customer service representatives would not disclose information about their monitoring centers except that the centers are in the United States, fully secure and operate 24 hours per day, 7 days per week.
No one from the company would discuss the details of their monitoring center.
ETL Mark or UL Certified
The company would not disclose specifics of their monitoring center.
Direct Link does not require a minimum service contract and subscribers can cancel their service at any time. Billing ends when the company receives the returned equipment.
Time in Business
Confident Care (Direct Link 911’s parent company) has been in business since 2008.
Company Contact Information
Confident Care, Inc. 9504 Vista Casitas Dr. NW Albuquerque, NM 87114 (505) 792-2318 (800) 216-4196