Medical Guardian has been an authority in fall detection since they opened their doors in 2005. The in-home medical alert company offers medical alert systems for those who may need emergency services on the go as well as at home. Its medical alert packages have top-rated accessories, including its lockboxes and fall detection pendants that are compatible with the in-home systems and medical alert devices with GPS functionality. The company also has CSAA certified monitoring centers that are open 24 hours a day, 7 days a week and work to keep your loved ones safe.
Currently, Medical Guardian is considered one of the best medical alert companies in the medical alert device industry. Medical Guardian has low monthly monitoring rates, and the company does not charge any activation or equipment fees**. Read Medical Guardian reviews below to see what consumers have to say about the medical alert company.
**Free equipment offer does not include the Freedom Guardian system.
Medical Guardian members get alert equipment free of charge** with no setup fees or long-term contracts. The systems are backed by a lifetime warranty and include access to their 24/7 monitoring centers in the event of an emergency.
Depending on the package, Medical Guardian charges around $20–$40 for round-the-clock medical alert monitoring.
Medical Guardian offers lower monitoring fees with more extensive features and higher quality equipment compared to its competitors, making the company one of the most quality and affordable medical alert options in the industry. For many other medical alert providers, you'll pay a high upfront fee for equipment as well as a hefty monthly monitoring fee.
Medical Guardian has multiple medical alert packages to choose from. This gives customers the versatility to pick the medical alert plan that works best for them and their situation. Whether you just want coverage while you're at home, or if you want 24/7 coverage for on-the-go, Medical Guardian has you covered.
We break down each offered package below, or you can find a product overview with pictures here.
This plan starts at $0.97 per day.
The Classic Guardian is the lowest priced package Medical Guardian offers. The medical alert system is meant to keep you safe in and around your home with a 1,300 range. The system connects to your landline phone, and the medical alert device is a wearable waterproof button. The system includes a built-in speaker with two-way communication and power outage protection with a 32-hour backup battery.
This plan starts at $1.12 per day.
The Home Guardian is a wireless medical alert system that does not require a phone landline. The system works with a nationwide cellular network that gives you access to Medical Guardian's 24/7 monitoring center at any time. The system comes with a wearable medical alert button, which has a 600-foot range from the base station.
This plan starts at $1.29 per day.
The Mini Guardian is the smallest and sleekest medical alert device Medical Guardian offers. It comes in three colors, including black, silver, and white. Its capabilities are similar to Medical Guardian's other offered medical alert systems and is water-resistant, includes GPS tracking, and has a five-day battery life. This plan does require a one-time equipment fee, unlike the other basic medical alert packages.
Being 1/2 the width and weight of a regular medical alert system, this device is best for consumers who care about the convenience of size and would prefer a smaller device compared to a regular-sized system and don't mind a one-time equipment fee. The mini can clip onto bags, purses, belts, clothing, etc. for ease of use. You can also add fall detection to the mini if you'd like extra protection. The range on this device is unlimited.
This plan starts at $1.45 per day.
The Freedom Guardian is the only package that does not include free equipment. Because it is an advanced smartwatch, the Freedom Guardian requires a one-time equipment fee of $249.95. You can find more information regarding the smartwatch capabilities below under the section "The Freedom Guardian Medical Alert Watch."
This plan starts at $1.28 per day.
The Active Guardian is a portable medical alert system with built-in GPS and Wi-Fi technology. You can use this system at home or on-the-go since it functions on AT&T's cellular network. The system includes a wearable medical alert button, two-way communication, and location tracking with GPS.
This plan starts at $1.61 per day.
The Mobile Guardian is a portable mobile medical alert system that functions on built-in GPS technology. This enables customers to use their medical alert devices outside of their homes. The device includes a wearable button that has a 350-foot range from the device. The system has location tracking and two-way communication with an adjustable volume speaker.
This plan starts at $2.58 per day.
The Family Guardian is meant to combine medical alert systems with activity monitoring. With three, in-home safety sensors, The Family Guardian keeps track of activity in the home each day. This is great for family members who want to check on their loved ones. The Family Guardian also comes with a mobile app that you can enable to send you instant notifications to your email or smartphone when one of the safety sensors detects a difference in your loved one's routine or when the help button is triggered. The Family Guardian includes a 1,300-foot range from the base station.
In addition to a variety of package offerings, Medical Guardian also has accessories you can add to your plan for a small fee. Prices for each product vary, but here is a list of the offered accessories:
Every Medical Guardian alert system offers fall detection except for the Mobile Guardian system. Fall detection pendants are equipped with a sensor that is triggered any time a fall occurs, which then immediately sends a signal to Medical Guardian's monitoring center informing them of the emergency.
Members may cancel their Medical Guardian services at any point without charge. As opposed to companies such as Life Alert, you won't be locked into any long-term contracts with the expectation of buying out. This allows customers to try out Medical Guardian to see if it is the right medical alert provider for them.
Medical Guardian offers a lifetime warranty on all its products. If for some reason the equipment is damaged or malfunctions, Medical Guardian will replace it free of charge. Having free equipment and a lifetime warranty on all products ensures money for equipment never has to come out of the customer's pocket.
100% of Medical Guardian's central station monitoring center operators are certified and committed to CSAA's five points of excellence. This can provide peace of mind to medical alert owners knowing they can rely on Medical Guardian's services. Medical Guardian is also UL Listed, FM approved, and ESA Security certified.
Service monitoring is 24/7, and Medical Guardian's fall detection can detect a fall without any action from the individual, so you don't need to worry about calling for help, as your device will do so on its own. Every system also offers two-way communication so in the case of an emergency, you can talk directly to Medical Guardian's monitoring center that is available 24/7.
Medical Guardian's monitoring centers provide bilingual support for those who cannot speak English.
Medical Guardian's home-based medical alert system has a 1,300-foot range. This is a much larger range than most medical alert providers out there who only offer closer to 600–1,000 feet of coverage from the base station.
Medical Guardian's long range from the base station gives medical alert users more freedom in how far they can travel away from the base station while still having full coverage in case of a fall or another emergency.
Medical Guardian's medical alert devices have a 120-hour battery life, which is one of the longest in the industry. Many medical alert companies have medical alert systems that only have 24-hour battery lives and need to be charged every night, which can be a pain if you want to wear the medical alert device while you sleep. Having a long battery life ensures you have more coverage with less difficulty.
Medical Guardian has customer service representatives waiting to assist you with whatever you need, whether you have questions about ordering equipment or if you are experiencing difficulty operating the system. Members have the ability to order online or by calling in, and there is an online support team prepared to answer any questions.
Also important to note, when analyzing Medical Guardian's reviews, one of the most often referenced positives about the company was its responsiveness and exceptional customer service.
Customer Review: Anthony
"I think that their service is very good. We test it once a month and the people are very efficient, very nice, they answer very quickly and it just makes you feel confident. My every interaction with them has been a positive one."
Medical Guardian has a new high-tech medical alert device that is a smartwatch for seniors called The Freedom Guardian. This new medical alert watch is designed to be sleek and convenient to wear every day. The Freedom Guardian doesn't need a base unit to connect to, and you can wear it and trigger the medical alert anywhere you go.
Caregivers or family members can download the Companion mobile app to communicate with Freedom Guardian wearers at any time as well as track their current location.
The Freedom Guardian has various features to aid your health and safety as well as additional perks. Here are a few of the Freedom Guardian features to be aware of:
**Free equipment offer does not include the Freedom Guardian system.
While Medical Guardian does offer some of the best equipment and services in the industry, there are still some aspects of their service that require additional attention prior to purchasing. Medical Guardian does not offer an emergency device combo package at this time. This means that consumers will not be able to group multiple items together to receive a discounted rate.
Call our recommended rep over at Medical Guardian below.
Medical Guardian Frequently Asked Questions
How does Medical Guardian’s price compare to other medical alert providers?
Medical guardian offers more for less when compared to other medical alert companies. Its monthly monitoring price is on the lower end and is flexible based on the package you select. Medical Guardian also doesn’t have any hidden fees or long-term contracts like some other providers do.
What is Medical Guardian’s cancellation policy?
You can cancel Medical Guardian’s services at any time without penalty. No cancellation fees apply, and Medical Guardian will prorate refunds if you have months of unused service.
Does Medical Guardian offer a protection plan?
Yes, Medical Guardian offers a Protection Plan that covers loss, theft, and any damages that may occur to your medical alert equipment
Can you purchase spousal medical alert monitoring through Medical Guardian?
Yes, if you purchase a second pendant with the Classic Guardian or the Home Guardian medical alert system, Medical Guardian will monitor the alert device for free, giving your spouse free medical alert monitoring.
Does Medical Guardian offer automatic fall detection?
Yes, Medical Guardian is a leader in fall detection technology and offers a fall alert pendant as part of your medical alert package or as an add-on option.
Are Medical Guardian’s medical alert devices waterproof?
Yes, Medical Guardian’s alert pendants are waterproof, so you can wear them in fall-prone areas, such as in the shower. However, The Freedom Guardian medical alert watch is not waterproof.
Is there a limit to how many times I can press Medical Guardian’s emergency button?
No, you can press your medical alert button and request help as many times as you need.
Can I trust Medical Guardian’s monitoring center?
Yes, Medical Guardian’s monitoring center is Five Diamond Certified and is equipped with trained emergency professionals. The monitoring center also has a triple-redundant backup system in case of power outages.
Are Medical Guardian’s monitoring services U.S.-Based?
Yes, Medical Guardian and its monitoring center are completely U.S.-based, which ensures you won’t experience language barriers when contacting the company or its emergency services.
Medical Guardian also has translation services, so if you don’t speak English or Spanish, Medical Guardian will still be able to assist you with ease.
How is Medical Guardian’s medical alert service different than calling 9-1-1?
In emergencies, you don’t always have access to a phone. Having a medical alert system means you can request help at any time with the press of a button. Also, if you experience a fall, you likely won’t be able to reach a phone, so having a fall detection or regular medical alert pendant enables you to call for help.
Medical alert services also make sure emergency responders have the necessary information they need to best assist you—information you may be unable to provide in an emergency situation. Medical Guardian’s monitoring center will keep your information on file and give emergency responders the details they need, including your exact location, your preferred hospital, any medications you’re taking, medical conditions you may have, etc.
Also, if it’s a non-emergency situation, Medical Guardian’s monitoring center can contact your listed caregiver to assist you rather than emergency responders.
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I saw the commercial on TV and thought it was something I could use since I am disabled and have a lot of medical problems. I get light headed and feel like I'm going to pass out fairly often. The service has been great. They sent out everything very promptly and nothing in the package was damaged or anything. I have the button on my neck 24/7, though right now I'm wearing the wrist one. The base unit is in my bedroom since I spend a lot of time in there. My grandson has accidentally hit the button and set the alarm off. He just saw it and decided to push it. I heard a voice come on in my bedroom and they started talking with me. Because of that I know it works. The representatives that I've talked to have been very nice and concerned about me. That has been really important to me. If I get chest pains, get dizzy, or black out, I know I can always push the button to get help.
I've only used it once in the year I've had it. I fell and couldn't get up, so I called them and the rescue team was here almost immediately. I'm very satisfied with it.
Donna L Bowman
We saw the advertisements for them when we were looking around and just decided to sign up. The equipment is very easy to manage and there's clear directions for how to use it. We have the little mobile unit that goes around my neck and the watch that I wear when I'm outside working in the yard or something. I haven't had to use it, it's just there in case we need them. They seem to know what they're doing. Anytime I've called with a question or anything, they've been there to answer.
We checked a lot of different companies and they seemed to fit our needs. I had a severe attack of dizziness one time and I lost my balance, so I pushed the button to call them. They responded very quickly, called for an ambulance, and took me to the hospital.
My daughter insisted that I needed to have it because I live by myself. I haven't had any problems with it, in fact, I haven't really used it at all. I just wear it when I'm in the house and it's here in case I need it.
Grace E. Smith
After I had a very mild stroke my children got worried about me. One of my sons looked into this and I decided to go with it. I've had it for some 3 years and so far things have been good. There hasn't been an occasion where I had to use it and I have had very little trouble since the stroke. I usually put the medallion down in my bra to keep it from bouncing around. That way it doesn't bother me at all. I think I've caused them more trouble than anything though. You see, I like washing my hair on the sink. So when I do that I bend over and the necklace gets pushed and sets the alarm off. I apologize whenever that happens, but the gentleman that responds always says that as long as I'm ok, it's alright. From the few times I've talked with them, they've been very nice and I'm completely satisfied with it.
Reply from Medical Guardian
Mar 30, 2018
Grace, thanks for the review. We're happy that you have been healthy these past 3 years and haven't had a need for our services. It is not a bother at all when you get one of our operators on the line. They are there to take your call and more than happy to hear when you're doing fine. Have a lovely day!
A.S. & R.S.
There were a couple of reasons why we went with them. One was the good reviews that they had and another was the range of the system. We could go as far as 1300 ft. from the base station and it would still pick up on us, which meant we would be safe even while out in the yard. The main reason though, was that it was affordable. Our house is out in the country and we needed to have 2 base stations so that everything would be covered properly. Medical Guardian let us have those 2 stations hooked up to the landline so that the price would be affordable for us. So far I just check the buttons once in a while to make sure they work. Everyone that responds has been very pleasant and nice. I haven't had a single problem.
I have cancer and other things that are going physically wrong with my body. Because of that, my wife thought that I needed something to be safe, even when she wasn't at home with me. We picked Medical Guardian out of 3 companies we looked at and things have been good. I was out one day during the summer when it was 103 degrees outside. For whatever reason, I felt myself passing out and pushed my button. Next thing I know, the EMTs were there with an ambulance and I was on my way to the hospital. Everything worked well and after that I knew they were on top of things. I trust them. It's almost like having a blanket when you're cold. You've got to make sure that you're fully covered, and I know what Medical Guardian can do just that.
I got it for my grandmother because she lives alone and is 94 years old. They have been pretty helpful and responsive so far. We've had no problems with it.
I think it was the advertisements that I saw that convinced me of getting it. I wear it every day.
As far as I could find, they were the only company that could provide me with a medical alert system that worked with cellular technology instead of being connected to a landline. We've used it several times for both of the senior citizens that live in my house. They've both fallen when we weren't around and had to use it to call for emergency services. They've responded quickly every time and they don't take too long to call for emergency services when needed. It does what I need it to do and it gives us peace of mind.
My family did some research and, since they were the cheapest service that could help me, they got it for me. So far I have not had any problems. They have always answered my questions very well. I'm sure that if I ever needed it, it would work well. I'm very thankful to have it.
My husband fell a lot so, the moment he saw the advertisement for it he thought it was a good idea. The button is pretty great, he can just wear it around his neck. He had to use it once when he fell outside and couldn't get back up. He just pressed the button and they answered right away. They called the fire department and they came out and picked him up. They did a very good and quick job, they didn't fool around or anything.
The price convinced me of getting it. They have been very helpful and always answer any questions that I had. The product is good quality and it meets my needs.
I saw it rated well in the AARP magazine, so I got it. I sort of discovered them after I had the need for it but since then I haven't had a reason to use it. I feel comfortable with it though.
I've had to use it several times in the last 2 years since I had a surgery. It's a nuisance to wear, but it's very good when you need it. I've passed out a couple of times and fallen once, and they have been on the phone immediately every time. Within ten minutes or so, the paramedics are always out there to help me and take me to the hospital. Other services call you constantly and it can get annoying after a while, but Medical Guardian doesn't pester me a lot. I mean, they keep in touch and help me with any problems, but they don't bother me. The price is good too.
I did some market research on my own and decided to get this for my father. He used it probably a week after we first got it. He just pushed the button and they got him medical help. They always pick up the phone and even give us suggestions and options on how to use the product. The only thing is that there are a lot of adapters and things that you have to buy separately and it's very cumbersome. It's all just more stuff to add to what you already have.
My son helped me pick it. It's a wonderful thing to have in my home. The button is comfortable to wear. When I'm home I have it on all day and, at night, I keep it by my bed. One night I was dehydrated, fell on the floor, and couldn't get up. I was able to crawl over to the nightstand where I kept the button and pressed it. They came on and I asked them to call my son so he could help me. They called him, he came out and took me to the hospital. It was a real life saver. I think it's very important for people like me to have it, especially as we grow older and have a harder time getting around. It's comforting to have it in my home.
Jo Ann Lewis
They had all the features that I needed and I didn't need to stay in my house for it to work, I could take it with me everywhere, that's why I picked them. I used it once when I fell outside my home and broke my bones. They were able to get my neighbor and an ambulance out there to help me. It does take them a long time to respond when I press the button. I have to wait for them to answer and if I was in trouble that wouldn't be good. It's also a bit pricey but it's worth it.
I kind of happened to run into them when I needed it. I haven't had to use it, and hopefully I'll never need it. Still, I wear it every day and it's there in case I need it.
Reply from Medical Guardian
Mar 27, 2018
Hello Jane, we thank you for your feedback. We are happy to hear you are not experiencing any issues with your unit. We are happy to be there for you in your time of need. We aim to provide Five Star service. Is there anything we can do to earn a Five Star review from you? Have a great day!
My leg got struck with something and I couldn't walk or even just get up from my bed. It just hurt so bad I couldn't move, so I used the button to call them. They came over and took me to the hospital right away. They did well when I needed them and took care of everything.
Joseph S. Griego
I'm 80 years old and live alone, so I needed some protection in case I ever had an accident. That's why I got Medical Guardian. I have the mobile device that I carry with me if I go out to the store, to get the mail, or to Walmart. That way, if I were to fall, it's handy for me. I have not had a medical alert where I needed to use it. One time though my sister-in-law, who lives next door, accidentally pressed the button. Next thing we know, the fire department, an ambulance, and the police were here to check in on us. They checked both in my house and her house since they were afraid something serious had happened. They were very prompt at getting emergency services out here. The only thing is that the service is kind of expensive, especially for someone that's on a fixed income like me.
I keep it on me most of the time while I'm in the house. There have been a couple of times when the cleaning lady pressed the button by accident. My grand children have also done that. Regardless, the person that responded to those calls took the time to get to me specifically. I just explained what had happened and that was that, he was not mad about it. I was very happy about the situation.
I got to a point in my life where I needed to have some way to alert other people if I had any problems. That's why I got Medical Guardian. I wear it on my wrist and it works fine. I have used it 3 or 4 times already and they have never failed me. On one occasion I just passed out. Before I did though I had just enough stamina to ring the button. Pretty soon someone was talking to me and an ambulance was out there to get me. It saved my bacon.
I have not had to use it, except for when I do my monthly call to verify that it works. I think they could answer faster to those tests...
John & Pat Skelton
One of the things I really liked was that you could be a fair distance away from the base and it would still work. That meant that my dad, the person that uses it, could go outside with it and would still be covered. A lot of other systems that we looked at didn't have that feature and, since my dad is in the yard a lot, we thought they would be the best option. My parents have used the button quite a bit. My dad has had several gall bladder attacks and my mom used it when she thought she was having a heart attack. They've always been good and respond to them. I had one problem though, and that was that I was supposed to be contacted when my parents set off the alarm, but they didn't do that. I called them about it and they fixed the problem immediately. I feel a lot better knowing that they have it.
My daughter picked it for me. I haven't had to use it but it's handy and always there for me if I need it. I do think the price is a little high...
I got it since it's mobile and they had the key holder where you can put the key for emergency services to use. The other company that I had basically said that, if I used the emergency alert, they person that came by would have to break the door down to help me. The thought of that was really terrifying to me since I live alone and I can't afford another expense like this one. I really like that I can take the button with me when I go to the store and not worry about it working or not. Whenever I've called for questions they've been fine.
I'll be honest, my daughter was the one that got it for me. I haven't had to use it, but I've called and sometimes they don't answer very swiftly.
Reply from Medical Guardian
Mar 30, 2018
Mary, thanks for the review. Under normal circumstances, you should get a response through your device in under 60 seconds. If this is not generally the case for you, please reply directly to this message and we will have a member of our Customer Care team reach out to look into your concerns. Have a lovely weekend!
I signed up 2 years ago and I've only had to use it once. I have had no problems with it, it's very convenient.
We needed it for my mother and the cost seemed right for us. She has used it 2 or 3 times already and they have been prompt to take care of her needs. It has worked when we needed it to.
I live 6 and a half miles away from town and really needed something like this. There was no particular reason why I picked them, they just called me first and I decided to give it a try. I wear it all the time, it's great. I had to use it the week before Christmas when I was going out to town for physical therapy. When I went out the door to start the vehicle I apparently blacked out and, next thing I know, I'm on the ground. I pushed the button to get help and somebody was out there in 15 minutes to help me back up. From that I learned that I have to change some of the people I put on the emergency contact list. Some of them own businesses and are not immediately available if I need them.
I chose them because they seemed to have the best price and the services that I needed. Thankfully we haven't had to use it but every time we've tested it someone has responded promptly and asked if we had an emergency. All we have to say is that it's a test and that's it. The device is easy to use and they have been able to hear us from almost every part of the house. Everybody is also very polite and helpful.
My daughter chose this for me. I only had to use it one time when I wanted to see if it was still working. They answered and it all worked out fine. The price is kind of high though.
I looked around on the internet and went with them because they were highly rated. So far I've had no problems. Anytime I've called they've been very nice and give me the answers that I ask for. Thankfully I haven't had to use it so far. I really just test it once a month to make sure it works and I've had no problems with it. The only thing is that I had to change the monitor's location so it could get a better signal, but I'm not sure they'll be able to hear me since it's not as close to my bedroom or bathroom.
I had a relative that recommended this service for my mother, so we got it. The thing is that it's not really being used as it should be. The wearable part is usually just hanging from a door knob. The one time we had to use it though, it worked just fine. My mom made it to the base unit and pushed the button and things went as expected.
The doctor suggested we get it since we live out in the country. We've never had to use it, but my dad has accidentally pressed the button. They were right on it and got a hold of me. When I couldn't come, they called my sister asap since she lives next to him.
So far it's working well. I use it when I go out walking, driving, or if I go out of town. There was a time I could've used it when I fell trying to put my pajama pants on but I didn't actually need it. I was able to handle that myself. Still, I know that if I need them, I got me'.
A couple of friends recommended this to me as it was cheaper than the other services out there, so I got it. I haven't had to use it, only had it for about a month, but so far things have been good. It all seems to be working just fine.
Barbara A. Redford
I got it because they have the thing that I can wear on my neck and take out with me when I leave my home. I've never really had to use it but I know it always works. I put the thing in my backpack once and it went off. I didn't hear anything at all but they sent the ambulance out to my house very quickly. I also did a test the other day and the people that answered the phone were really nice. It took them a long time to answer the phone though. I actually waited a bit before pushing the button again and they answered after that. I feel comfortable with it anyways.
Charlotte R Anton
When we started out with them, they gave us a good deal. Thank goodness I haven't had to use it but every time I've called to have the button checked out things have worked fine. I went online to get a new neck device and got it but I haven't called to have that hooked to my system yet'
My daughter and I researched everything. Medical Guardian came up as the one with the best ratings so we chose it. I'll be 86 next week but I'm in fairly good health. I try to keep my strength by walking a lot, but it's there in case I need it. I've been with them for a short time and I'm still getting into the habit of wearing the button all the time, but I've been satisfied with it. I do have 1 complain though. I just got a new system and I'm a bit confused about it. There's 2 red lights that are on all the time, so I want to know what that is about. The thing is, I've called them 4 times already to try and get that answered but I'm always put on hold for 15 or 20 minutes. I mean the unit works, I've pushed it to test it and I got an answer, but they couldn't answer my question.
I have used the button several times and they've always responded quickly. Basically, I push the button and they come.
There were several things that convinced me of going with them but the main thing was that I didn't have to sign a contract. I got it for my dad but he has never had to use it. The button is very easy to use though.
I had been falling a lot at the time and had nobody around to help me, so I needed a way to get someone's attention in case of an emergency. I just sort of received this at one point and I've been wearing it on my wrist since then. I've never used it for an emergency, but the button is convenient.
I needed it since I live alone and I had knee surgery on both of my knees. I just wear it around my neck. I really haven't had to use it, but overall I'm satisfied with it.
It was affordable and I could take it anywhere I went since it had GPS. Since I have to travel 40 miles to go to a larger city fairly often, I went ahead and got Medical Guardian. I've only had to use it once in the last 2 years. It took them a few minutes to answer, but they were very nice and polite about the situation. They answered my questions and that was it. I feel very secure with it.
I needed it at the time because I live alone and I have a heart condition. So far, things have been good. I call in month to month just to check in and they are always very understanding and polite. They also ask if anybody else in my household needs any help and that's great too. I like having it. If I ever have a real emergency, I have it there for me.
A good friend recommended it to me. The device is very convenient.
This is actually the 3rd service we've tried. The other ones had to be charged far too frequently and, honestly, I'm not sure if Medical Guardian will be the same or not. They should design it better so that it doesn't need to be charged every day. I have it on 24/7, though I've only called them once. I really haven't had the need to contact them and there hasn't been any emergency.