Medical Guardian
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8.9
Overall Score
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lawyeril Chicago, IL
Unfortunately, I could not put ZERO STARS as an option! Horrible! BUYER BEWARE! DO NOT ORDER FROM THEM! They take advantage of seniors who are on fixed income. I ordered a device for my father. I was told that it would be delivered in two days. It never was. I called back and was told that the device was discontinued since it was faulty. I asked for a full refund for the prepaid quarter of service and equipment that had been paid and the overnight delivery fee and was connected to another person who said it would be refunded in 3-5 business days. The following week I get an email stating that they had send the equipment to my house for delivery. I immediately sent back an email stating that I was told a refund would be processed and to not deliver the equipment. The equipment was still delivered. I called on Wednesday of the same week and was told someone would call me back. No one did. I called again on Friday of the same week and was told that I had to send back the equipment before my dad could get a refund. I asked for a supervisor and the supervisor said she had no authority to process the refund even though someone from their company said the refund was processed and would take 3-5 business days. She said that the only two people in the entire company could authorize a refund and an overnight label were on vacation and one would get back to me on Monday. I am not holding my breath. 5 hours of my life wasted chasing them for a refund they said would be processed for my dad who is on a fixed income. I will be reporting them to the Pennsylvania Attorney General's office and the Better Business Bureau.
3 years ago Edited September 14, 2021
Reply from Medical Guardian
Greetings and thank you so much for your review. We are sorry you found your experience to be less than satisfactory. We will respond to your comment with a private message requesting further information on your account so we can help expedite getting this resolved as soon as possible. Thank you again for your review, and have a great day!
Jul. 15th, 2020
Joyce Abell Farmville, NC
I have had many problems with it so I do not feel secure because I never know if it is going to work. First- I try to recharge it and have trouble getting it placed correctly on the charger to where the connectors meet to start charging . I have to keep repositioning it before the red light will start to blink and the least little movement will dislodge the connections and I will have to play around trying to reconnect it. I called and they sent me a new charger only to find out it did the same thing. Second- At other times I have found I’m not even getting a reception and the blue light stops blinking even after I have fully recharged it. I’m told it is due to not getting a good reception...
something is interfering with it and it is not their fault...and then a little later I find it is working again. Third- My problem now is faulty communication. I will push my button to test it. Someone will answer and say my name and ask me if I am OK. I will answer that I am fine and just testing. They can not hear me and repeat the same question . This goes on for several times and finally they say they will call me back. They call me back on the devise and the same thing happens and finally the call me on my phone and I explain. They say they will send a message to the right people and someone will call me back within 12 to 24 hours. Nobody calls me. I again go thru trying to test it and the same thing happens. I wait 2 days and still nobody calls me. So on the 3rd try I call them on my phone. Someone talks me thru trying procedures that don’t work and I end up now where they don’t even answer when I push the button. Again I’m told someone will call me in 12 to 24 hours. I’m 80 years old and live alone. I need a dependable safety monitor.and this is not it. I should not have to wait 1 to 2 days for needed service. They should get back in touch with me that same day. I am now looking for a new dependable company with better costumer service. I’m very disappointed with this one.
3 years ago
Reply from Medical Guardian
Hi, Joyce. Thank you for your review. We are sorry that your experience with the Active Guardian has been less than satisfactory, and we do appreciate your feedback. We see that you spoke to our technical support team on 7/8, and that a replacement device has been sent to you. According to FedEx tracking, your new device is set to arrive on 7/10. We will have a member of our customer care team reach out to help you with the activation of your new device to ensure that it is working properly. Thank you.
Jul. 10th, 2020
Jacqueline Laing Albuquerque, NM
I have used Medical Guardian for 2 years. Last evening (a Saturday) I found that my pendant was completely dead. It looked as if it had been completely charged when I put it on that morning. Now, the lights on the pendant for WiFi, charging and GPS were no longer lit, and when I kept pressing the emergency button, nothing happened. The pendant was completely inoperable. So I called the 2 numbers available to be told that their "Customer Care hours had recently changed and to call during normal business hours of M-F 9-8 EST and Saturday 9-5 EST or in case of emergency to call 911 or press my button." What kind of company that sells to elderly and disabled does not have 24 hour customer service for someone who has no service??? Earlier that week my contact on the Med Guardian application had received an email that there had been some issues with my service, but the email did not specify what they were. She called me--first I had heard of it. I pressed the button on my pendant, explained the issue and was assured that "a ticket" was being sent to technical support and they would get back to me within 24-48 hours. They never got back to me. I live alone and use a walker. It's a Sunday and I still can't call Med Guardian to try to have my medallion tested or to get a new one. I used the Live Chat on their website and was told that there was unfortunately nothing they could do until tomorrow. I absolutely do not recommend this company and plan to find a new one!!!! Not having 24 hour technical support is inexcusable!
3 years ago Edited September 14, 2021
Reply from Medical Guardian
Hi, Jacqueline. Thank you for your review. We are sorry that your experience reaching our Customer Care team was less than satisfactory. We looked into your account and saw that you were assisted today, 6/22, by one our agents. If you need anything further, please do not hesitate to reach out. Thank you.
Jun. 22nd, 2020
Ellen sternberg Philadelphia, PA
The sales agent was incredibly knowledgeable and empathetic to our need. Had the most capability and didn’t need to have phone with you outside of home
3 years ago
Rhonda Willoughby Boise, ID
Finally I received the equipment 16 days after I ordered it. I called the company to get a mailing label to send the equipment back as I canceled the entire order two days before it was even shipped. Actually canceled the order on a Tuesday received an email on Thursday saying a tracking number was generated. Then the order did not even start being shipped until the next Monday according to tracing number. I had canceled the order as I was told it would be shipped overnight and was not. I had to pay $20 to send the equipment back as they told me I would not get my money back till they received the equipment back and I paid for a full year. I ordered on Tuesday through Medical Alert and received the equipment the next day Wednesday. There customer service has been absolutely horrible.
3 years ago
Reply from Medical Guardian
Hi, Rhonda. Thank you for your review. We are sorry that your experience with the delivery and return of the equipment has been less than satisfactory. We're going to send you a private message to gather information so that we can investigate this issue for you. Thank you.
Jun. 10th, 2020
Theresa Chinchillo Mantua, NJ
DO NOT RISK YOUR LOVED ONES' LIVES!!!! We got this for my mother last week, and a few days later she fell. She pushed the button for help, 3 separate times over the next 2 hours, as she was badly hurt and unable to get up. NO RESPONSE FROM GUARDIAN. NO EMT ARRIVED. NO NOTIFICATION TO FAMILY. By the grace of God someone stopped by and found her and called 911. When the company was contacted about their UTTER FAILURE, their only reply was "so sorry, that's not how it should work, hope your Mom is OK". Their app SHOWS THAT MY MOM HIT THEIR BUTTON THREE TIMES AND THEY SENT NO HELP. SHE COULD HAVE DIED BECAUSE THIS COMPANY DID NOT PROVIDE THE SERVICES CONTRACTED.
3 years ago
Reply from Medical Guardian
Hi, Theresa. Thank you for your review. We are so sorry that this happened to your mom, and we do hope that she is OK. We're going to send you a private message so that we can gather more information to investigate this issue. Thank you.
Jun. 1st, 2020
Jill Hauenstein Augusta, GA
Medical Guardian (MG) was good for the first couple of years, but when my device had to be replaced, the next one lasted less than a year before failing. After that the lifetime" of the devices became shorter & I went through 2 or 3 a year. I used necklace devices & my frequent complaint was the fall alert went off when I bent over & I had to explain that it was a false alarm to MG each time. Once the fall alert went off when I was driving! Then when I did actually fall, they never called. Once, with no call from me to them or them to me, un-needed EMTs knocked on my door & I had to explain that I had no idea why they'd been alerted. Why hadn't MG contacted me to see if I was OK & why send EMTs when I hadn't even talked to them? My last device only stayed charged for a few hours at a time. Poor equipment & totally irresponsible company. If I could leave a negative star rating I would.
3 years ago
Reply from Medical Guardian
Thank you very much for your review, Jill. Your feedback is greatly appreciated. We are sorry that your experience with the fall detection feature was less than satisfactory. The fall detection feature does detect 100% of falls and customers are advised to press their button when they are able to do so. We also advise that false alarms may occur from time to time. We conducted an investigation for the incident you described on 5/17/18 and concluded that the device did not malfunction nor was the device defective. It should have performed as intended. As a courtesy, you were provided with a one month credit. We can see that you're in the process of cancelling. Thank you.
- The Medical Guardian Team
- The Medical Guardian Team
May. 18th, 2020
Ray Burton Fitzgerald Orange, VA
As a brick, this system is fine. Paperweight, maybe. As an emergency device. . . How would I know? They were available immediately when they wanted to sell me, but so far I cannot communicate with anyone about activating the "service". On Easter, I followed the directions and set up the base station then tried to test it by using the fobs. It rang and rang and rang and rang. Never answered. Then I called the euphemistically but deceptively named "customer service" number. NO reply. I waited two days and tried "customer service" again; after about 15 minutes on hold, I reached a person who identified herself as an answering service. I left a message, but. . . no response. I even took part in the chat function on the website, where a person who gave her name as "Felicia" and said she was a "Life Safety consultant" said she was sorry and would "get this over to a manager" if only I would give her my telephone number. No reply. What does a customer have to say or do to get a response from this company? More frightening, what if this effort to contact them was an emergency? I'd be long dead and very cold by now.
4 years ago
Reply from Medical Guardian
Greetings Ray and thank you for reaching out! We apologize that you found your experience to be less than satisfactory. If there is more we can do for you then please reach out to us at our main customer service line at 1-800-313-1191. Thank you for choosing us as your medical alert provider, and have a great day!
Apr. 22nd, 2020
Jen Elizabeth, NJ
I would give 0 stars if I could. This was by far the worst experience ever. And to think I chose them because I found such good reviews online. That goes to show you don't believe everything you read. Initially the first time I called to set up the button for my mom the man was so nice on the phone until he actually got my credit card and was quick to rush me off the phone. After receiving the product I called back to get the wireless one and asked the lady to send it to my address opposed to my mom as she lives an hour away. Turns out she sent the second device to my mom's house and since she was in the hospital for over a month I didn't receive the package for a very long time. After finally receiving the second package I called back to let them know abouy the delay (that wasnt my fault) and that I unfortunately didn't need it anymore as my mom was not doing well and was told I can return both for a full refund with the same return sticker. I returned them and they kept half of my money. Half! I started a chat and they were nit empathetic at all. Cold. So I sent an email and after 3 days not hearing from someone I finally called. I spoke to a cancellation department manager named Barbara who would only give me $30 more instead of the full 120 they still owed me due to "the reason I canceled".... Really? My mom dying is not a good enough reason for a full refund ?Mind you this is a product we never called to activate, never was able to set up and use and they still want to charge me over $100. My mother is now dead so I have no need for this product and they still want to keep $100 of my money for something that their representative sent to the wrong address. This is inhumane. These people don't care about their clients about the people, they only care about the money. I had to write this to warn consumers to take your business elsewhere. Save yourself the headache and fakeness. I would definitely say try another service provider because this was the worst.
4 years ago
Reply from Medical Guardian
Hello, thank you for your review. Your feedback and concerns are very important to us. We're going to send you a private message requesting your contact details and account-specific information so we can investigate your issue. Thank you!
Apr. 8th, 2020
Joel Gitnick Park Ridge, NJ
Avoid this company!
Company is disreputable. Do not do business with them. After my sister died I returned the equipment for a refund. After deducting a ridiculous amount for restocking and other charges they credited a big $70. I instructed the company to mail me a check as the executor of my sister's estate. Instead they credited a charge card that can no longer be accessed. After assuring me they would make good, they decided it was not worth their reputation to do so. So I guess for a lousy few dollars they are willing to have people like me write these negative reviews. Shame on them and their terrible business practices.
4 years ago
Reply from Medical Guardian
Hello Joel, thank you for your review. You will need to contact the financial institution to issue a check if that account has since been closed after we have refunded that credit card. We have properly refunded the account. Thank you.
Mar. 23rd, 2020
Kevin Alpine, CA
I was initially impressed with the Medical Guardian customer service representative I spoke to selling their product. I told him I was checking out a couple different companies and would get back to them. He contacted me in a couple of days, this time a little more aggressive and pushing the product more. I ended up giving in because my wife was interested in the Freedom Guardian watch more than any other product out there. The initial purchase and start up was more than a lot of other companies, about $320 dollars in all. This was steeper than I wanted but my wife wanted the watch.
Fast forward a couple days, I receive a shipping email. It says I am being shipped a refurbished product. This is unacceptable because I paid almost $200 dollars for a new product. I called customer service 2 times and was reassured it was a new piece of equipment. When I got it, the contents inside the box were torn and dirty, and the watch had a crack on the side. I tried to call customer service back, but because of the fact they are located on the east coast, they close by a 3 hour time difference than customers on the west coast. What happens if my wife has a question or problem with the watch and their customer service is closed? Then she has an unusable piece of equipment for potentially 12+ hours during the week, 15+ hours on a Saturday, and customer service is closed on Sunday. They don’t tell you that bit of info when they’re selling you the watch. That is a safety concern if she is alone by herself.
I contacted customer service the next day. I was told they would overnight me a new watch at no cost to me because it “wasn’t my fault” (actual words spoken to me, well no duh it’s not my fault). I then asked the customer service rep about cancellation policies if I wasn’t satisfied with new watch, but he wasn’t unable to answer them. I had to wait on hold yet again to speak to some one who could explain how to get my money back, in case I wasn’t happy with the new watch.
The next day, after receiving no shipping notice or anything, I called Medical Guardian again about overnighting the watch. I was told the order hadn’t been processed yet. I bought this product with the intention of putting it to use immediately and as soon as possible to keep my wife safe. It’s been over a week and a half since I ordered the first watch. Had I went with another company I would already be up and running. Plus all in all I had probably spent about 3 hours on the phone with these people. The only time I felt valued as a customer was when the sales representative was speaking to me.
Fast forward to the next day, still no info on overnight shipping from 2 days ago and no watch. I waited till the end of the day and called the company but guess what it’s past 3 PM so they are closed again. I will be returning this product and getting my full refund. This product is for my wife’s safety and needs to work flawlessly in an emergency situation, and judging from the treatment I have received from this company I cannot trust them with her life. It would be similar to leaving her life in the hands of a used car salesman. One star.
4 years ago
Reply from Medical Guardian
Hello, thank you for your review. Your feedback and concerns are very important to us. We're going to send you a private message requesting your contact details and account-specific information so we can investigate your issue. Thank you!
Mar. 23rd, 2020
Malissa Portland, OR
They insured me that this would work for me when I receive the equipment I was unable to have it connected. When I called the technician to help it took two hours on hold and more questions asking if I can have the equipment moved to a different location. Come to find out three hours later the equipment is not able to be in use. I have tried to send the equipment back I was misinformed that a return label would be sent to me by mail was waiting over 6 business days never received it. I have been charge $20 to have it sent back to them. They are still charging me monthly for the equipment that was not ever connected. I have never had this big a problem with customer service. I do not recommend Medical Guardian if you are absolutely needed good customer service and the help that you need. If you need help for any medical safety ASAP I recommend life alert they actually contact you and make sure you are getting the help that you need.
4 years ago
Reply from Medical Guardian
Hello Malissa, thank you very much for your review. We would like to apologize if there were any issues regarding the setting up/connecting the device and billing issues. We would be happy to help reimburse you for the shipping cost but we will need more information regarding your specific account information as we only have a first name. We will be sending you a private message to obtain those details. Thank you!
Feb. 21st, 2020
sylvia Cliffside Park, NJ
I have no complaints about the system. My complaint is about the customer service. I have had the system for several years but had no need to contact them other than for recharging.I paid yearly
.
Since I never used the system and my circumstances have changed whereby, after turning 81, I had personal assistance more readily and quickly available, I decided to cancel my device. I requested Medical Guardian twice to do so and to please send me a box for returning the equipment safely.
They refused to do so, with the statement by the contact there, that (paraphrasing their refusal" it would be setting a precedent and they were not inclined to do so".-But putting it more RUDELY. Instead they continued to bill me despite the fact that I never used the the system.m.
YET MEDICAL GUARDIAN POLICY STATES:
"What is Medical Guardian’s cancellation policy?
You can cancel your 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."
At this point they are charging me $344.83 for UNUSED SERVICES!
And all I asked for was a box the safely return the equipment!
Warning: Buyer Beware! If you cancel you will still be billed!
.
4 years ago
Reply from Medical Guardian
Hello Sylvia, thank you for your review! We would like to give you a call to discuss the options for sending it back. We would like to make this process as easy as possible for you but we will need to get your contact details since we only have a first name available. Thank you so much and have a great day!
Feb. 21st, 2020
MBA Quakertown, PA
I bought the wrist watch alarm system for $100. It had huge problems with charging. I would have to charge it for almost 8 hrs a day. I was told it would need to be charges every 2 days. However the charge would only last for about 18 hrs. Eventually after 6 months it would not hold any charge at all. Medical Guardian refused to replace it. They said I had to purchase another one at $100. I then told them I wanted to cancel my account Thus far I have called them 5 times in 3 days and they refuse to send me the paper work for "cease and desist" my service. I have been told each time it would be emailed to me within 2 hrs. However I have never received an email. On the last phone call I spoke with a Rep. who said they could not do anything until Monday. It was Friday. Itold her I wanted the email immediately. She hung up on me. They are quick to take your money. They placed a charge on my credit card for 6 months more of service. I am trying desperately to get my $ returned as I have no working alert system. DO NOT go with this Company. All other service companies I have dealt with have recorded the calls for "quality assistance or training purposes" Medical Guardian does not record calls. I find this Company to be a complete scam.
4 years ago
Reply from Medical Guardian
Hello MBA, thank you for review. Your feedback is very important to us. We will take a look into the issues that you have experienced but we will need some specific account information. We will send you a private message to get your full name, account number, and phone number. And we will look into the issue and provide a resolution. Thank you!
Jan. 31st, 2020
marvin furman Raleigh, NC
DON'T ORDER FROM THIS COMPANY.- CUSTOMER SERVICE SUCKS AND THEY LIE.
Last May I ordered their system and I was told by their sales rep that it would go out the next day and I would get an email confirming that. I didn't receive that email and called customer service and was advised they weren't sending it out that day. I called customer service to see what was going. The person answering said she would have a rep call me in an hour. This didn't happen, so I called back. Again, I was told, someone would call back soon. When this didn't happen, I called again to cancel the order. Then I ordered from another company (Mobile Help)who promised to get their system out immediately. Finally, I got a call from a Medical Guardian supervisor late in the day. I told her I want the order cancelled. They sent the order out anyway disregarding my instructions to cancel. Thinking this was the one from Mobile Help I starting setting it up. It didn't work. Later that day, i received the system from Mobile Help and realized the first shipment I got was from Medical Guardian. The Mobile Help one was easy to set up. Medical Guardian sent out that order against my wishes hoping not to lose the sale. STAY AWAY FROM THIS COMPANY. THEY ARE INCOMPETENT, LIE AND HAVE NO REGARD FOR CUSTOMER SERVICE.
4 years ago
Reply from Medical Guardian
Hello Marvin, thank you for your valuable feedback. We apologize that that you did not have a great customer experience and we please note that your review has not fallen on deaf ears. Thank you!
Jan. 22nd, 2020
MARLENE Sparks, NV
I ORDERED THE MOBIL GUARDIAN IN NOV. AND THIS IS HOW I RECEIVED IT.
PACKAGE #1 RECEIVED NECK PENDANT (CORD LOOSE) CRADLE, MOBIL GUARDIAN ALL TOGETHER IN BUBBLE WRAP BAG, THE WATCH (BLACK) I ASKED FOR WHITE, THROWN IN BOX . THE FALL DETECTION PENDANT WAS IN BAG WITH CORD WRAPPED. IT WAS NEW. CALLED 11-27 AGENT WOULD SEND WHITE WATCH. SHE SAID TO KEEP THE BLACK ONE AS A SPARE. I MENTIONED THAT I WOULD HEAR A BEEP AND THOUGHT IT WAS FROM ONE OF THE ITEMS IN THE BOX, AND SINCE I HADN'T USED ANY OF THEM COULD THEY HAVE BEEN USED ALREADY? SHE SAID IT MUST BE SOMETHING IN MY HOUSE MAKING THE SOUND. IT WASN'T AND PERIODICALLY I WOULD HEAR THE BEEP.
PACKAGE # 2 RECEIVED THE WHITE WATCH AND THE ACCESSORIES USER GUIDE WHICH I DIDN'T GET WITH THE FIRST PACKAGE.
12-1-2019 , SPOKE WITH EVA, NO EMT CARD, LOCK BOX OR CARRYING CASE WHICH WAS SUPPOSED TO BE INCLUDED. SHE WOULD SEND THEM OUT. EACH TIME I CALLED AND SAID I THOUGHT THE ITEMS WERE USED , IT WAS JUST IGNORED. NEVER TOLD YOU USE REFURBISHED ITEMS.
PACKAGE # 3 RECEIVED LOCK BOX, CASE , EMT CARD. BEFORE I COULD SET UP YOUR PRODUCT I HAD A STAY IN HOSPITAL, GLAD MY SON HOME TO CALL 911.
JAN 7 2020 FINALLY I WAS READY TO SET UP THE MOBIL GUARDIAN ON CRADLE, IT DIDN'T WORK. SUPPOSED TO LIGHT UP. TRIED NUMEROUS TIMES IN DIFFERENT PLACES. NOTHING! I CALLED CUSTOMER CARE AND LEFT MESSAGE.
JAN 8,. RECEIVED CALL BACK FROM MEDICAL GUARDIAN CUSTOMER CARE. TRANSFERRED TO CANCELLATION DEPT. EXPLAINED WHY I WISH TO CANCEL. ASKED IF THE EQUIPMENT USED AND THE GENTLEMAN SAID YES BUT REFURBISHED. REALLY? I BELIEVE THAT IF REFURBISHED IT WOULD BE CLEANED & REPACKAGED NOT JUST THROWN INTO A BOX. AND MOST OF ALL MAKE SURE IT WORKS! YOU MAY NEED TO CHECK YOUR FULFILLMENT DEPT.
I ASKED FOR A RETURN LABEL AND WAS TOLD YOU ONLY GIVE RETURN LABELS IF NEEDED TO EXCHANGE SOMETHING.
4 years ago
Reply from Medical Guardian
Hello Marlene, we apologize if you have had a less than satisfactory experience. We would like to look into this issue further you and reach out with a resolution. We're going to send you a private message to request your contact details. Again, thank you so much for your review!
Jan. 22nd, 2020
Donna Rockford, MI
ZERO CUSTOMER SERVICE! I have been a customer for over a year. This week my mobile device stopped working. I called the "customer care" number
included in my package: 1-800-313-1191. I listened to their
recorded message and telephone tree. After about 10 minutes Medical Guardian disconnected my call. I started all over again, and again after about 10 minutes Medical Guardian disconnected my call. On the 3rd call I talked to a Mary who told me the tech dept would call me back in 20-30
minutes. That was 11:00 am and as of now at 2:30 pm no one
has called me back. I may be looking for another company and cancelling my Medical Guardian. Zero Customer Service
and VERY RUDE!
A dissatisfied customer
4 years ago
Reply from Medical Guardian
Hello, thank you for your review. We're very sorry that you were unable to reach us during our peak volume times. Your feedback and concerns are very important to us. We're going to send you a private message requesting your contact details and account-specific information so we can investigate your issue. Thank you!
Jan. 15th, 2020
Bryan Nix Hubbard, TX
One HUGE problem.. When your loved one falls or depresses the emergency button, they call family members from a random 800 number to which no one answers. It looks like just another telemarketer or spam number. My grandmother has activated the system a few times and no one knows it’s Medical Guardian calling to inform us....MAJOR FLAW
4 years ago
Reply from Medical Guardian
Good afternoon Bryan, thank you so much for your review. There is an 800 number that we can provide to you depending on which device your loved one has. We're going to send you a private message to get more specific information. Thank you!
Nov. 27th, 2019
Marilyn McDonell Washington, MI
You charged my credit card on 6/25 for $439.45 and probably received in 6/31. My son has records so I may be off a day or two for shipping, etc. but I'll get you exact records of this. I had a brain aneurism and wanted it for safety. I never opened the package and decided to go with another company. I've called 3 times.
Called 8/12 and was told they received it back 8/1 and it would take at least 30 days or more to process the refund.
Talked to Beth M today and said she would check. Called back and said the refund would be approximately $359. (I'm not sure exact, either 359 or 370).) I told her I was calling Citicard Visa to dispute.
When ordering the unit I was never told there would be a return charge. Beth told me she was charging me for one month. Ridiculous - it wasn't opened and in perfect condition. It will be sold to someone else.
I think this is a scam company that tries to keep your money as long as you can.
I asked her if I could talk to a supervisor and she said no, she is a supervisor!!! Such poor customer service. I would never recommend Medical Guardian.
4 years ago
Reply from Medical Guardian
Hello Marilyn, thank you for your review. Your feedback and concerns are very important to us. We're going to send you a private message requesting your contact details and account-specific information so we can investigate your issue. Thank you!
Oct. 9th, 2019
Valerie South Bend, IN
I purchased this equipment based on the good reviews this company received; however, after three months, I decided I did not need it at this time. I contacted the company, canceled my account and returned the equipment. One major factor to discontinue with this company was the extremely slow response time. Every time I called to test the equipment, it took at least 1 to 1-1/2 minutes to respond. If I had an emergency, I could die just waiting for them to respond. Let alone the time it would take for help to arrive. Unacceptable! I was charged for the next three months even though my account was canceled prior to the next charge date and 40 days later, I am still waiting to have the charge taken off my account. There is no apparent reason for this delay, and I am tired of the run around I've been getting. I would not recommend this company. The only response I want from Medical Guardian is my money back! I'm tired of apologies. I want this settled!
4 years ago
Reply from Medical Guardian
Hello, Valerie. Thank you for your review. We're sorry that this has happened to you and we're going to look into this issue for you. We're going to send you a private message requesting your contact details and account-specific information so we can investigate. Thank you!
Sep. 17th, 2019
Tara Akron, OH
The product offered great protection for my mother. Every time she hit the button, I got a call. Which was nice because she wouldn’t always tell me when she fell. However, the return of the product was a hassle and customer service was very unhelpful. I returned the product and received an email stating the product had been received. But a week later my account was charged for the monthly fee! The only thing customer service would tell me is it takes up to 30 days to be processed. I’m not longer receiving the service and no longer have the product so I shouldn’t be charged.
4 years ago
Reply from Medical Guardian
Thank you for the review! We are sorry you felt your experience was less than satisfactory. We take your feedback very seriously, and will be sure to review your experience. We will send you a private message with account-specific details. Thank you again for your review, and have a great day!
Aug. 21st, 2019
LaVaughn H Upper Marlboro, MD
While I still have high expectations for the Freedom Guardian watch, the company’s attention to customer service has been abysmal. Have been trying for a week to get my mother’s username and password established online. However, a spinning dial appears and it never sets up. Have called them daily for help and each time they say that Tech support will contact me, but they never have!!! Still waiting....
4 years ago
Reply from Medical Guardian
Hello LaVaughn, thank you for your review! We apologize if there were any delays in regard to this technical issue being resolved. It looks like one of our Customer Care representatives called you yesterday to advise you to try again today. If you continue to have any issues, please feel free to reach out. Thank you!
Aug. 21st, 2019
Barbara Sudbury, MA
The worst Company to be subjected to! Alert calls respond 15-20 minutes later. Battery does not charge and there was not any alert that it wasn't charging, shouldn't their office have called when the battery was not charging to let the PCA know?? Additionally, they charged for a "Subscription Renewal" up front for one year, totaling $899. 00 without any warning, just cleaned out the checking account one day?! I never signed up for a "Subscription?!" I had intended to pay monthly after the first year passed, they got us to pay up from initially to "lock in a low rate" then deceptively "renewed" the payment for a whole second year up front without any notice, other than I was bouncing checks all of a sudden without Any notice other than an email at 10am on the day they withdrew the $899.00. Then they just started charging me again for the new services that we haven't even used for the past six months; even though they Sid they would Cancel their "Subscription" How do we get out of this "Subscription"?? They won't let you out of their contract and just keep billing?! Today I got the nastiest call from their sales Rep saying I owed them money?! This being after they cleaned out my checking account and I was bouncing checks for two weeks - Awful Awful company and Awful Customer Service. Deceptive billing practices. I'm calling the Attorney General next!
4 years ago
Karen Waid Jefferson, OH
Sorry but very disappointed. The sales rep did not mention that the GPS system does not work if the home has a metal roof. Well my other in law has a metal roof. We want a system that can be used in the home as well as out in the yard as she lives alone and recently fell outside. Furthermore when my husband called and was told to send it back, my husband had to ask the rep twice to send a return shipping label. The rep did not offer free return shipping. We are very disappointed and now have to do more research to find an appropriate unit
4 years ago
Reply from Medical Guardian
Thank you for the review! We are sorry you felt your experience was less than satisfactory. We take your feedback very seriously, and will be sure to review your experience. We have sent you a private message. Thank you again for your review, and have a great day!
Jul. 26th, 2019
Carol Beckst Woodland, CA
The first monitor was large and totally unacceptable to my wife she called and talked to someone who overnighted a smaller unit which she was pleased with. We are very satisfied.
Thank you
4 years ago
L. J. Beck Chandler, AZ
I decided to secure their services. My equipment arrived and I was prepared to get it "activated" when my circumstances changed and I called to cancel my subscription. I was told they couldn't do that....that I was committed to the 90 day verbal contract. The representative was rude and discourteous. I tried other departments to get help. They were all unsympathetic. They had already debited my account for the $122.+ plan (including insurance on the equipment). I live on my Social Security and I can't afford to chalk that fee up to making a bad choice. I have today returned their equipment to the address they provided. I can see a small charge for their initial mailing, etc. but to keep my money for a service I cannot now use - I am extremely stressed over this. One Rep. told me that's the reason they make you pay annually or quarterly, so you can't change you mind after you've activated the count. BUT I DID NOT YET ACTIVATE THE ACCOUNT! Oh well, lesson learned.
UPDATE: I resumed a series of phone calls yesterday and finally reached a representative in customer service who explained that as soon as my equipment was received at a Delaware location they would pro-rate a return to me via debiting my account. They said nothing could proceed until that receipt. They seem to be located in Pennsylvania. Oh well. I was told I could expect at least 30 to 90 days before return will be negotiated. I have documentation of a US Mail Priority of receipt of pick-up of the boxed equipment from my residence. Now I just wait. I regret ever having initiated the purchase/service.
4 years ago
Reply from Medical Guardian
Thank you for the review! We are sorry you felt your experience was less than satisfactory. We take your feedback very seriously, and will be sure to review your experience. Thank you again for your review, and have a great day!
Jun. 14th, 2019
Sue Reed
So far, I like everything about it! The tiny button around my neck. Not having to charge it every night. The lock on my door. An annual payment. Everything!
4 years ago
Reply from Medical Guardian
Hello Sue,
We're glad you like your device and got the peace of mind you were looking for. Thank you!
We're glad you like your device and got the peace of mind you were looking for. Thank you!
Jun. 3rd, 2019
Jhindiyeh San Juan Capistrano, CA
Great when you use it. If you try and cancel they put you through to sales again. Also after several phone calls and e-mails, bad information from their call centers. I am still getting billed. If it is not stressful enough when you no longer need their service because of a death or a hospitalization of a loved one. They make it worse to try and cancel by losing your paperwork. I would never use them again if it was free.
4 years ago
Reply from Medical Guardian
Jhindiyeh, thank you for your review! We are sorry for your experience and appreciate your feedback. So we can better research your particular situation, would you be willing to help us locate your account? Any information shared in your response will not be posted publicly. If you could provide us with your full name, address and phone number, we will be in touch. Thanks again for reaching out!
May. 22nd, 2019
James Pringle Seneca, SC
Had no problem with the service but when I went to cancel they automatically charged my account 1 1/2 times the initial fee I paid the first year for another year, WHILE THE EQUIPMENT WAS IN TRANSIT BACK TO THEM, and then when they had to refund that amount since I discontinued my service after a year they charged us so called stocking fee that isn’t mentioned anywhere! Total rip-off artists!👎🏾
5 years ago
Reply from Medical Guardian
James, thank you for reaching out. We're sorry that your experience in canceling out our service didn't go as you expected. We are currently looking into your concerns and will be in touch to discuss further.
Apr. 24th, 2019
Tomasz M Redondo Beach, CA
So far I'm really disappointed in this company. First off they make me look like a cheapskate when I pointed out that their system is more expensive than all other and the guy came in by saying "it's your loved one's life on the line, do the few extra bucks make a difference?" Fine - play that game, I bought it. They said I need to activate it by sending in some paperwork, so I sent it in, it's been 3 weeks and now they call me using an automated message that tells me I need to call them. Fine, I call them and I'm on hold for 10 minutes so that someone answers and asks me "why did I call them?" Seriously? I don't know. Then she tells me I need to activate my system which I can't do at the time because it's with my mom on the other side of the country, so I guess now I'm paying for some piece of crap that is not even working and I can't do anything about it? Thanks Medical Guardian.
5 years ago
Reply from Medical Guardian
Tomasz, thank you for reaching out. We're sorry that your experience with our company has not gone as you wanted it to. A member of our Customer Care team will be in touch to see if we can help you get your mother's device set up. Have a great day!
Apr. 24th, 2019
Tom K
Found people very pleasant to talk to. All are very versed in their product. Would have rather had just one, call back number was not to person I talked to, representative.
5 years ago
Norma Parrott Cypress, TX
I purchased the freedom guardian in February. When I received it it wouldn't work in my area. When the technician was trying to gt help to activate it, he was told that it should have never been sold to me. When I received the postage, I immediately sent it back. I was watching my statement for a refund, after a couple of weeks I called about and was told that they had received the item back and credit would be issued as soon as they got they got around to it. On 3/26/19 I received a partial credit. When I called the lady I talked to said she would put in a request for the remainder. I called back on 4/4/19 and was told my money would be refunded when they got around to it, there were no supervisors available, and that all the managers were in a meeting.
5 years ago
Reply from Medical Guardian
Norma, thank you for reaching out. We are sorry for the frustrating experience you had with our device and the returns process. Looking at your account it looks like the remaining refund was applied to the credit card on file a few days back. Please don't hesitate to reach back out if any additional concerns remain. Have a great day!
Apr. 10th, 2019
SSimpson Oscoda, MI
My experience with Medical Guardian was great and Mr. G was very informative. I am not ready for a home alert system yet but I know where I will come when I'm ready.
5 years ago
Ray Tucker San Clemente, CA
Told me I could connect with AT&T at my home. After I paid for the unit and received it could not get connected. Returned the unit. Waiting for my refund.
Found out later that almost every medical alert company uses AT&T accept one. GreatCall uses Verizon which works in my house.
5 years ago
Reply from Medical Guardian
Ray, we are sorry that cellular connectivity limited your ability to make use of one of our devices. We thank you for trying out our services.
Apr. 1st, 2019
Arnie Binning Pecatonica, IL
Service is good. Bought it with fall detection and it was worthless! We to sensitive! Would go off putting on charger? Was told was normal. Couldn't keep on pocket because every small. Ump set it off. Sending back Monday.
5 years ago
Tamara sorg Fort Wayne, IN
Everyone on the phone is helpful and products were delivered quickly to my Dad. I did have to make a follow up call to add fall protection, which is the only reason I didn't give highest rating.
5 years ago
Paul Hadler San Antonio, TX
Setting up the equipment was very easy. The operators were very gracious and helpful. The system seems to be working wel. However I hope that I never have to use it.
5 years ago
michael colling Albany, OR
All I have done so far is order a device. After ordering, I did not receive any acknowledgement of the order, or any indication when I would get it. After ten days, I called your service line, and waited quite some time listening to ads for your fine service, which, considering I was calling to complain about your lousy service, seemed redundant. Very annoying. Service reps were both nice and efficient. Not their fault. Hope when I get the device it's been worth the bother, but not a good start.
5 years ago
Reply from Medical Guardian
Michael, thank you for your review. We're sorry that your unit has yet to arrive, but in taking a look at your account, it is expected to arrive by end of day today based on available tracking information. We are happy that your experience with our Customer Care team has been a positive one. We will be in touch about your account to make sure things get off on the right foot due to the confusion surrounding shipping. Thanks again for the feedback and have a lovely day!
Feb. 22nd, 2019
Lynn Goodale Auburn, CA
Entirety misleading offer. I signed up for a full one yet contract to get the Watch with the fall detection. However, not only did it not work at all in my house with the cellular coverage, turns out the Watch doesn’t even offer this function?! So I was talked into getting a pendant -which I didn’t want to begin with..as soon as it arrived I returned them both without ever activating the pendant. Unfortunately, medical guardian is fining me over $100 for not returning the original device within 10 days... horrible customer service... I rarely ever write negative reviews but i’d give them less than zero stars if it was possible.
5 years ago
Reply from Medical Guardian
Lynn, thank you for your feedback. We're sorry that your overall experience with our products and our team were less than satisfactory. We took a look at your account and see that you were able to discuss these issues with our team yesterday and that they were able to help get things squared away for you. While this doesn't change the frustrating experience you went through, we hope that you are satisfied with the resolution. Please do not hesitate to reply directly to this message if any outstanding issues remain. Thanks again for the review and have a lovely day!
Feb. 22nd, 2019
Gary Rushlo Tavares, FL
We signed up for this three months ago and have had issues from the very beginning. We were told the wrist device was waterproof, it's not! They sent us a pendant and have had nothing but challenges. The device does not hold it's charge. We have been sent a new charger and then a new device. Still challenges with holding charge and now it shuts itself down mid-day. We will be cancelling and moving to another provider. Very disappointed.
5 years ago
Reply from Medical Guardian
Gary, thank you for your review. We're sorry that you've experienced technical issues with your father's equipment. We will have a member of our cancellation department reach out to discuss closing out your father's account.
Feb. 22nd, 2019
Alice Anon Kaneohe, HI
I purchased the MG unit for my 92 year old mother along with necklace/bracelet.
I called MG regarding a charge on my credit card for the service which had not been connected for at least 5 years. While I'm not in the habit of dissecting credit card charges (my ignorance for sure) I did on 02/16/2019.
When my cc company contacted MG we were told that I needed to return my mothers unit by mail prior to MG issuing me any refund. Okay .. I get that.
When I asked them to refund my payments because it was not connected for a while (charge notices were sent according to MG) I was told that would be impossible.
First of all MG most likely sent notices to my 92 year old mother NOT to ME who pays for it (I can't verify my mother received any notices; if she did she would not know what it was). I DID NOT receive a letter an email or any notice.
Okay ... so I threw away @ $350 for over 5 years while MG could only verify NO connection for 2 years.
I never explained WHY I discontinued the product. When my mother had her 1st incident MG contacted the INCORRECT emergency service more than 5000 miles away from my mothers home! I'm quite sure MG will NOT be able to verify that either.
Kids ... if you care about your parents well being ...
BTW my mother is fine and healthy and still asks if I combed my hair today.
5 years ago
Reply from Medical Guardian
Alice, thank you for reaching out. We're sorry for the frustrating experience you and your mother have had. We definitely want to take a closer look at your concerns. So we can better research your particular situation, would you be willing to help us locate your mother's account? Any information shared in your response will not be posted publicly. If you could provide us with her full name, address and phone number, we will take a closer look at your concerns. Have a great day!
Feb. 22nd, 2019
Raymond T. Nogueira Fall River, MA
Medical Guardian is the best health and safety purchase I've ever made, given health situation and fall risk. Thank you for your follow-up and concern.
5 years ago
Kaiserlichehoheit Marina, CA
24 January 2019
Just received the device today after paying for express shipping with Federal Express. Anyways I tried hooking the system up and placing the unit in the charger and it doesn't work. I immediately phoned the company and received horrible customer service.
I told them I would be returning the device immediately at my expensense and that I expect a refund of the FedEx overnight cost as well as the activation cost. The rep assured me no charges would be charged or processed until the device is activated. That she said is their policy.
Well today as I was checking my Mother's JP Morgan Chase account I noticed this company went ahead and charged my Mother's account.
I have communicated with them on Facebook and Twitter as well as by phone. I have never dealt with such horrible customer service staff ever.
It's obvious this company practices business in a deceptive way and the government should see fit to shut them down.
5 years ago
Reply from Medical Guardian
Kaiserlichehoheit , we thank you for reaching out. We apologize that your experience with both our products and our Customer Care team were less than satisfactory. We do want to take a closer look at your account to investigate where things went wrong. So we can better research your particular situation, would you be willing to help us locate the account in question? Any information shared in your response will not be posted publicly. If you could provide us with the full name, address and phone number of the account user we will be in touch. Please feel free to provide any additional context about your experience that you feel may be helpful. Have a great weekend!
Jan. 25th, 2019
Tracy Dickson Manito, IL
Buyer beware, I purchased this product and asked ever question I could think of! My father was dying and I had times he had to be left alone, I wanted something we could depend on. When I bought the system and received it I found out quickly thT the cellular company they used wouldn’t work, after consulting with them they agreed to send a new unit thatplugged into the land line, to be fare they gave me an additional month of service because the one the sent was useless! After receiving the new unit and activating it, I asked what the procedure was if my father died prior to the 3 months I purchased! I was told to call when my father died and they would send a refund on the remaining time that service was not used. One month after activation my father died I cancelled the service and received a check for $13.00, I called and inquired, I was told the refund was based on when they received the equipment and not at the end of the service. I’m contacting the Attorney General Office, this is a scam, and not right the service endedwhen I cancelled, not when I returned the equipment! When I required asking what would have happened if I hadn’t returned the system they didn’t have an answer!
5 years ago
Reply from Medical Guardian
Tracy, thank you for your review. First of all, we wanted to offer up our condolences for the recent loss of your father. We are currently looking into your concerns surrounding how the cancellation of your father's account was handled. We will be in touch shortly. Have a great day.
Jan. 16th, 2019
Donald A Pierce Surprise, AZ
We purchased the whole package, and I feel that we were talked into buying too much. I plan on canceling necklace with the fall protection because it is too sensitive and caused too many false alarms.
5 years ago
Reply from Medical Guardian
Donald, thank you for the review. We certainly don't want you to be paying for features that you don't feel are useful for you. We can certainly help you out with cancelling out the fall detection feature for your device. If you have not already discussed this with our Customer Care team, feel free to reply directly to this message and we will have a member of our team reach out. Please provide the best phone number to reach you at, the device user's full address and the best time of day to call. Any information shared in your response will not be posted publically. Thanks again for the feedback!
Jan. 7th, 2019
Opal Maple
It doesn't work if you don't plug it in. I had neglected to keep it charged and when I fell, it didn't work (my fault). It is now charged and working well.
5 years ago
Terry Rolla, MO
Once product arrives, all you have to do is plug in and call customer service to activate. However, after being on hold for 15-20 minutes I was disconnected. So I called again. After 5 more minutes on hold I gave up. Lock box for house key would not open with the code they gave either.
5 years ago
Reply from Medical Guardian
Terry, thank you for the review. We're sorry that your experience in setting up your device did not go smoothly. If you have still been unable to get your device set up, we would like to take a look at your concerns. So we can better research your particular situation, would you be willing to help us the account in question? Any information shared in your response will not be posted publicly. If you could provide us with the full name, address and phone number of the device user, we will be in touch. Thanks again for reaching out!
Jan. 2nd, 2019
James Farmer
Great customer service!! Fortunately we have not had to use the system in an emergency but knowing it is available for my 76 year od mother is so reassuring.
5 years ago
Linda Sheboygan, WI
I purchased this device for my parents at the end of December, paying a year in advance because I would get 2 months free. Well we had to move our parents to assisted living in October and I sent the device back. I was waiting for a refund because my year would be up at the end of December but was informed I would not get any refund because I only paid for 10 months. True but if I would have kept it I wouldn’t have paid anything more. Why wasn’t it prorated? I finally hung up with the girl in because she kept telling me that I only paid for 10 months. And telling me I didn’t get. I get it you are taking advantage of people. But I didn’t even get back the extra insurance I paid which was $60 for a year. Well I didn’t have it a year, only 10 months, so technically I should get 2 months back. So don’t believe the advertisement if you need to cancel early. Be very careful. I will not recommend this company to anyone that I know.
5 years ago
Reply from Medical Guardian
Linda, thank you for the review. We are sorry for the difficulty you had in closing out your parents account after they moved into assisted living. We would like to look further into this situation for you. Would you be willing to help us locate your parents' account? Any information shared in your response will not be posted publicly. If you could provide us with their full names, address and phone number (as we would have them in our system), we will be in touch. Thanks for reaching out!
Dec. 11th, 2018
Mel Northbridge, MA
I'm glad that this is so highly rated but we have had a dreadful experience. We ordered a unit with 2-day shipping due to an acute situation. The unit was defective; we had to wait 3 days for a replacement (over a holiday weekend). That unit worked but the company sent an incompatible pendant and wristband. We have to wait 2 more days for the correct ones. And we've needed to have people available to come to the relative's home to set it up, activate it, and talk on the phone -- an hour each time by the time the troubleshooting is finished. It's been a week; three hours' time; and we still have no service. We're exceedingly disappointed and worried about our relative.
5 years ago
Reply from Medical Guardian
Thank you for reaching out. We're sorry that your initial experience with our company did not meet your standards. We completely understand your concerns. Looking at your loved one's account, we see that you were able to get everything up and running earlier today and that we also addressed the overall difficulty you and your family have experienced thus far with regards to technical difficulties and shipping. It appears that everything is working order for your relative at this point in time. We hope that we were able to address all of your concerns, but please feel free to reply directly to this message if that is not the case. Thanks again for the feedback and have a great day!
Nov. 15th, 2018
