Medical Guardian
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9.0
Overall Score
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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
Tim Alexandria, VA
Fared well in product comparisons but not always in the top 5. I found that "Medical Help" rated consistently in the top 5 and the cost/features available were competitive if one paid for the annual plan (13th month free).
5 years ago
Reply from Medical Guardian
Tim, thank you for your review. Medical Guardian is the top rated medical alert company on no less than 15 third-party review websites including . Our medical alert systems leverage the latest technology and we are proud to offer best-in-class customer service. Additionally, we are currently offering 2 months free for annual plans. Please don't hesitate to reply directly to this message with any additional questions you may have about our company or services.
Nov. 8th, 2018
Leesa Salina, KS
I don't like to be pressured. Once I called, I then received a phone per day from the pushy sales rep. I will make the decision on my own & don't need to be reminded every single day. I also don't like the fact that when I go online looking at my choices of companies, all of the companies' websites look alike. So it appears that they are all the same company.
5 years ago
Reply from Medical Guardian
Leesa, thank you for the feedback. Medical Guardian is an independent medical alert company founded in 2005. While other companies offer similar services, we believe that our commitment to our customers, and our innovative new products like our new Freedom Guardian, set us apart. While we make all efforts to help our customers in making informed purchases, we definitely don't want to push people into decisions they don't want to make. If you would like for us to review your situation further, please reply to this message with the phone number we reached out to. Any information shared in your response will not be posted publically and will only be used to research your situation. Thanks again for reaching out and have a lovely day!
Nov. 6th, 2018
Jeff Middletown, NY
I signed up on their website because I wanted info on pricing and things for the plan that is advertised on TV by Jitterbug but couldn't find any so I moved on. Within a day I was getting calls at all hours thanking me for visiting their site and wanting to sign me up for a plan. When I told the guy that at the moment what I wanted was just pricing and plan info so I could compare with other alert systems. When he heard that he went from sounding like a long lost friend to gruffly saying "fine" and hanging up on me. In the next 3 days I got several more calls from other people and the same thing happened- nice until they realized they weren't going to make a sale so they all got rude and hung up. I don't know if they work on commission but one thing I can say is I will never consider their service in the future.
5 years ago
Reply from Medical Guardian
Jeff, thank you for reaching out. We're sorry that your experience with our Sales team did not go how you expected. We value your feedback and would like to look a bit further into your experience. 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 and the phone number we reached out to, we can look into your concerns more thoroughly. We hope you have a great weekend!
Nov. 2nd, 2018
Alice Melbourne, FL
I liked everything I read and was told about their medical security. I believe I will end up going with them but wanted to compare other companies as well.
5 years ago
Sharon Sanchez
I never got around to purchasing this because it was never for me it was for my sister and her father who had fallen. She never got around to purchasing your what seems like amazing product and service. What I do find upsetting is that even after I asked you people to stop contacting me and my sister because her father passed away this Thursday I keep receiving emails regarding surveys and I don't think that's very considerate of my sister
5 years ago
Reply from Medical Guardian
Sharon, thank you for the review. We wanted to offer up our condolences to you and your sister for your recent loss. We also wanted to apologize for any unwanted emails you have received from us since asking to be removed. This was done in error. If you wouldn't mind sharing a bit of additional information in response to this message, we will be able to take care of this request to ensure it doesn't happen again. Any information shared in your response will not be posted publically. If you could provide any email addresses that you wish for us to remove from our database, we will take care of that request. Thanks again for reaching out!
Oct. 12th, 2018
MAUREEN WILKINSON Ansonia, CT
My husband was released from the hospital on Wednesday 10/3/18 and is now bed bound and will be for some time. I was informed by my insurance that the home nursing and physical therapy service could not begin until I could provide proof of having a home medical service available in case of an emergency. Ordered the service at 8am ET Thursday 10/4/18 with the explanation of needing the equipment sent overnight. Paid additional $35 for this shipping for a total payment of $154.85. I received notice I would not get the product until 4 days later!! Called the company to cancel everything and was told once when they received the product back it could take up to 30 days for my refund!!!!!!!!!!!!!!!!! They told me to go to COSTCO to get another product they offer but I would have to pay again for the service. DO NOT USE THIS COMPANY!!!!!!!!!!!!!!!!!!
5 years ago
Reply from Medical Guardian
Maureen, thank you for reaching out. We are sorry that there were delays in getting your husband's unit shipped out to him. We will be in touch about this incident shortly.
Oct. 5th, 2018
STEWART KARPINOS Freehold, NJ
I signed up with medical guardian because they had good reviews. I don't know how they got them. My experience has been very bad! I was in the hospital restroom laying on the floor bleeding. I pressed the button on my emergency device 10 times before I got a response. The person that responded asked me if I was at home the device that I paid for was supposed to be a GPS device. Fortunately, the hospital staff found me & took me to the emergency room.1 hour later medical guardian located me.
I paid for the service a year in advance. When I returned the equipment (I had to pay for the return postage) they said that I had to wait 30 days for a refund.
5 years ago
Reply from Medical Guardian
Stewart, thank you for reaching out. We, first of all, hope that you are doing OK after the falls you experienced. We wish you a safe and speedy recovery. We want to look further into the incidents you mentioned here so we will be in touch to discuss additional specifics. You will be hearing from us shortly.
Aug. 20th, 2018
Edwin Russell
Sensor was in my pants pocket. While I was undressing for bed, I dropped my pants about 1 1/2 feet onto pillow, call to check on me came almost immediately.
5 years ago
Fran McIntire Grandview, IN
The necklace seems a little large but works well.
I put it in my purse while I was having some testing done and it set it off somehow. But was easily shut off. And receptionist was very courteous.
5 years ago
Dana DeMar Kansas City, MO
Assured me that my mom would have service at her rural home, even “checked” her zip code and said all would be well. When we tried to activate the device, she had no service in her rule home. Customer service informed us that they operate on the Sprint network which has no coverage in the rural Lake area of Missouri. We should really look for a service that operates either on Verizon or AT&T. Now I must return all of the equipment before I can get my $500 refund . And I am still waiting on them to send the shipping label. This has been an absolute mess all the way around, would never recommend them to anyone!
5 years ago
Reply from Medical Guardian
Dana, thank you for the feedback. We are sorry that our device did not work out for your mother. One point of clarification is that our devices exclusively use AT&T coverage for cellular service. If this was not made clear during your previous interactions with our Customer Car team, we apologize for the confusion. Regardless, since it did not work at your mother's location, we will provide her with a full refund upon receipt of her unit. A return label was sent to her address on 7/31. If it has yet to be received, or if you have any other questions about the returns process, please feel free to reply directly to this message. Any information shared in your response will not be posted publicly. Thanks again for reaching out and have a great day!
Aug. 14th, 2018
Kathryn Marie Shaw Minerva, OH
It is hard for me to give an opinion as I have not yet received my call button and instructions. It is supposed to arrive by Fed Ex sometime tomorrow. It seems like I have been waiting on this package for quite awhile. Not sure what is taking so long.
5 years ago
Reply from Medical Guardian
Kathryn, thank you for reaching out. We certainly value your opinion and want to hear more about your experience when you receive your device. It looks like your Mobile Guardian will be arriving today, if it has not already arrived, per tracking details available on your account. We will send a private message with the tracking information. Have a great day!
Aug. 7th, 2018
Edythe Memphis, MI
I was very unhappy with my experience with the company. I was specifically asked & was questioned on what my needs would be for an Alert System I was trying to get for my mother. Falling was our main issue for her & this was the most important protection our family needed. The representative even asked me that same question many times. I was quoted prices & options all along assuming that the protections we were talking about of course covered “Fall” protections. I felt as the representative only wanted to sell me a plan as many times during our phone conversation he asked over & over , “ can I sign you up for one of our units today?” After hanging up & needed a few more answers so I called back & got of course a different person & thought I should ask the one thing I really should ask , told this person whom I spoke to & what we had covered & asked this does cover fall protection & was told no that was $10 extra a month! That was outrageous to me! How could this happen when we went over the reason I needed this device in the first place was because my mother was a fall risk! When I spoke to the original representative the next day after thinking about which device I needed he had many excuses for not getting the correct info to me. I decided this was not the company for my mother’s protection. How could I trust them with something so important as my mother’s safety if I couldn’t even get the correct info in the first place! I went with another company.
5 years ago
Reply from Medical Guardian
Edythe, thank you for reaching out. We're sorry that your experience with our Sales team did not provide you with the experience you needed to make an informed decision with regards to a purchase. We take our entire customer service experience very seriously and would like to investigate your concerns more thoroughly. So we can better research your particular situation, would you be willing to provide us with some additional information? Any information shared in your response will not be posted publicly. If you could provide us with your name and the phone number used to reach out, we will look into your case more thoroughly. Thanks again for the feedback!
Aug. 2nd, 2018
Peggy Roush Chillicothe, OH
I have only had it for a short time but when I accidentally pushed my button they were very pleasant and made me feel that I had not committed a federal crime.
5 years ago
Marilyn K Ramming Littleton, CO
I looked on several sites for the item I wanted. Medical Guardian had the best price. The item was sent quickly. It was a good transaction all around.
5 years ago
Jean New Albany, OH
They responded promptly and provided answers to all my questions. I thanked them and told them I was comparing to other companies for services and costs. I would let them know when I made my decision. Unfortunately they have called me every day since then. What a turnoff!!!
5 years ago
Reply from Medical Guardian
Jean, thank you for reaching out. We apologize if you are receiving unsolicited calls. We can certainly remove your name from our call lists. Simply reply to this message with your full name and the associated phone number and we will remove your information. Any information provided in your response will not be posted publically. It will only be used for the purpose of fulfilling your request. Have a great day!
Jul. 3rd, 2018
Beth Doran Shelbyville, KY
This company is horrible. Somehow got my mother's phone number (claimed it was her clicking something yet she hasn't been on a computer for at least 5 years), took her account information while it's CLEAR that she has dementia, the device arrived and looked like a marketing tool so it was never removed from the box, AND they have charged her for 3 months of a non-activated device and refuse to refund the money. Horrible business model. Trolling senior citizens. Advisor even passed judgement on me for having my mother be allowed to answer her phone and look at her check book. Infuriating.
I am selecting that I'm a paying customer because they have been charging us. Sneaky
5 years ago
Reply from Medical Guardian
Beth, thank you for reaching out. We apologize for any confusion that may have occurred with your mother. We definitely want to look into your concerns and see if we can resolve this issue for you both. Would you be willing to help us out by providing us with some additional information to help us locate your mother's account? If you could provide us with her name, primary phone number and address we can look into this situation further and help fix this for you. Have a lovely evening.
Jun. 21st, 2018
Betty R
Only had my Medical Guardian about a week and a half but so far I Am pleased as I feel safe and do not have to worry that the button will not go off if lightly bumped
5 years ago
Daughter can work with peace of mind
I just got the system for my mom and when we tested it, they answered right away. I hope we never have to use it . but it is nice to know that help is just a phone call away.
5 years ago
John McFarland Solon, IA
Fast responses to all false alarms, courteous and very concerned about my situation. I appreciated their interests to my concerns even if they false alarms.
5 years ago
Anonymous Scottsdale, AZ
Activation and orientation was well organized and very complete. All my questions were succinctly answered and they made sure that all was understood before we disconnected.
5 years ago
Priscilla C
We haven't purchased but are about to do so. Customer service is great. Tiffany checks back with me during this process periodically without being annoying. She is very efficient and knowledgeable.
6 years ago
Eric Judd Washington, IL
the device doesn't detect falls. i initially tested the fall detection system by tossing the device on to a rug. i was told the device was too sophisticated and it needed to be around the neck. so i tested it on myself and fell (hard) onto the floor 3 times with no result. this is why i got the unit to begin with and if it can't detect falls it's useless to me.
6 years ago
Reply from Medical Guardian
Eric, thank you for your review. Regarding fall detection for your mother's Active Guardian, you are correct that we do not recommend testing the unit as it is designed to not work simply by being dropped, or by dropping on the floor to simulate a fall. This is because of the reasons you mentioned in your review, the unit is designed to minimize false alarms associated with these kinds of movements. We will have a member of our Customer Care team reach out to discuss your mother's system and see if we can figure out a solution to your concerns.
Mar. 5th, 2018
Donna Combs Mexico, MO
I ordered Medical Guardian for my daughter. The sales representative told us on a three way call that she had a special deal for us. She said for $ 34.00 a month the system would be good for anywhere my Daughter went. She received it the other day and called them to set it up and they told her it only would work for her around her home and nowhere else. This was false information. I'm thinking about checking other medical alerts and sending this one back for a refund.
6 years ago
Reply from Medical Guardian
Donna, thank you for reaching out. We apologize for the confusion around what device was sent out to your daughter. We are currently looking into this and will be reaching out shortly to help fix this situation for you.
Feb. 15th, 2018
Diane Monghan Waltham, MA
My 93-year-old mother purchased this system several months ago. Late on a Saturday night two weeks ago she fell. Two friends came, but I was not called, even though I am #1 on the list and no ambulance ever arrived. The friends had to call 911. The ambulance went to an address in a city 60 miles away. Even after they realized it was a mistake, they did not call to find out the correct address. When I called to ask why, they said someone called and changed her address. Ridiculous! Also, they had my number wrong in their system, so I found out about all of this via the friends. We are changing to another company. Be aware that many of the "reviews" for this company are self-provided.
6 years ago
Reply from Medical Guardian
Diane, thank you for reaching out. We're sorry that your mother had such a difficult time using our services when she had a fall recently. We hope that she's doing alright. We are currently looking into her situation and a manager in our Customer Care department will be reaching out to you shortly to discuss her situation. We also want to assure you that we do not write our own reviews. They come from real customers who make use of our services. Thanks again for reaching out and we will be in touch soon.
Feb. 1st, 2018
Ella Palmer Mount Pleasant, TX
Unfortunately, I helped my 87 year old mother get this nightmare of a support system. When conducting a monthly test on the system, the company did not respond to the signal. She was unable to get past recording loops to speak to someone at the company. Finally, we were able to contact customer service. Company personnel indicated she wasn’t properly operating the device. Her watch device later fell to pieces, though she had not bumped or dropped it. The device was replaced, and the second device failed to test properly. After difficulty getting through recording loops, the company said either the cellular reception was faulty or she wasn’t using the device properly. Shortly thereafter, the second watch fell apart. I called to cancel the service and requested a return label to return the device on October 30. Medical Guardian personnel called her and literally badgered her with reasons to continue the service to the point that she hung up on the man. My mother is an old fashioned Southern lady who has never hung up the phone on anyone else in her life! We waited almost a month and still did not receive the return label, while my mother was still being charged for the use of the broken device. On November 22, I called a second time to request a return mailing label. We received an emailed label on Nov. 24 and the mailed label on November 30. She was charged for the month that we waited for the return label to arrive. I would not recommend the use of this product, and we were very disappointed with customer service in that personnel made excuses for their faulty product, badgered an 87 year old woman who lives in constant pain, and their recording answering service frequently loops round and round to a dead end. We thought this service would give my mother and the family some peace of mind, but it turned out to be a major headache and an expensive hassle.
6 years ago
Reply from Medical Guardian
Ella, thanks for reaching out. We're sorry your mother has had such a frustrating experience both with her unit and the cancellations process. We are looking into the situation for your mother and will be in touch shortly to discuss.
Jan. 3rd, 2018
Waburn Martin Bismark, ND
I got it recently, since I was planning on traveling and I had had a heart attack and a stent placed on my heart a little bit ago. I wanted to make sure I had protection on the road. When the unit came in, the charger wouldn't work. The lady I spoke to said that I could try and use the USB port to charge it instead, but that did not work either. Luckily, nothing happened during that week and everything was ok, but that first week was the time when I needed it most. When I returned home they sent out a new charger and cable, which works just fine now, but receiving a defective piece in the first place was not great. It could be a life or death situation to not have something working when it should. I also don't like that you have to charge it up every single night. It only runs for 36 hours, so you can't just charge it for 2 days. You'd think that they would design it better, and I think it's a really limiting factor. On top of that, it costs about $500 a year, which is quite expensive...
update:
There seems to be a disconnect between the time you speak with someone and what happens in the warehouse because they shipped me two packages that were identical and both were wrong and 100% unusable with my Guardian unit. After going thru this procedure several times they finally sent me something of value but it still was not what I expected. I have stopped calling them. I cannot tell anyone the quality of the product because I have thankfully not had
another heart attack. At this point it is just wait and see what happens.
6 years ago
Carol Kalvik Holly Springs, NC
I have fallen outside and needed their services, they comforted me, called for help, contacted my loved ones, and I was rescued. Great company, great customer service.
6 years ago
Lucinda Welenc Severn, MD
This company uses deceptive practices to prey on vulnerable elderly people.
In 2016, my then-92-year-old mother ordered a medical alert system from this company. She asked if they had a wrist monitor, and was told yes. When the system arrived, it was not what the salesperson promised her. It was instead one that goes around the neck, and was too heavy. She contacted the company and, based on their instructions, returned the material and cancelled the account.
In 2017, they billed her credit card $599.40 for a year's service. (Which she did not request, did not authorize, and did not receive.) She contacted the company and advised them of this, and then filed a dispute with her credit card company.
The credit card company ruled in her favor, acknowledging that this was a fraudulent charge. During the period when the dispute was being investigated, Medical Guardian continued to bill her, and to add service and late fees, in direct violation of Consumer Protection regulations.
On June 7, 2017, Medical Guardian sent her a demand letter threatening to turn this account to collections. We contacted their 800 number and spoke to an agent, explaining the situation to him and repeating that this was a fraudulent charge and would not be paid. He said he would refer the matter to his supervisor and see that the account was not turned to collections.
On June 17, she received a letter (dated June 12) from a collection agency. We are currently in the process of disputing this claim with the collection agency and will also pursue a formal complaint to the appropriate consumer protection agency.
There are also calls being made to the Attorneys General of both PA and OR, as well as calls to AARP, which ran this company's ad in their magazine.
6 years ago
Jennifer Reddick, IL
I am executor and previously was POA for my father, who has been deceased since Jan. 10th, 2017. I just received a notice that he has been placed in collections due to delinquency of payments for the last 6 months.
Let me advise where my frustration lies:
I called Medical Guardian and spoke to someone in November of 2016 and advised that my dad was in the midst of moving into an assisted living center and no longer needed the services in which Medical Guardian provided in his home. I was told to send back the equipment and they would discontinue the service.
I then placed a call in December 2017 to advise that amongst the move, the equipment had been misplaced. I was told, "Well, we have to have the equipment to stop billing and services." I advised that I would look for the unit and pendant and would call back with my findings. A week later, I again placed a call to Medical Guardian and advised I was unable to locate the base of the unit but I did find the pendant. I was then told that billing and services would continue until all items were returned. I then continued to look for the base unit. Unfortunately, it was not to be found. I then again placed another call to Medical Guardian and told them I would pay for the equipment; however, the rep that I spoke with advised that my father was paying an extra fee for insurance that covered this type of instance, e.g., lost equipment and she would communicate this to the billing department and services would discontinue, in addition I was told that I would not receive any further billings. Here, I thought I was finally going to have some peace of mind. My father then passed away shortly after on January 10th, 2017.
I then received a bill towards the end of January 2017 and again placed another call to your agency advising that my dad had passed away and that I had been in touch with your company on several occasions only to explain the whole story again; I was again told that "it would be taken care of". Every single month since January of 2017 I have received, yet, another bill for my decedent father, keeping in mind, that I had placed calls to Medical Guaridan every month that a bill was received. I have been hung up on, told there would be no further worries, that communication would be sent over to the billing department for adjustments, a supervisor would call me back at my request; in which, I did not receive a call and I am now receiving a collections bill for my deceased father who no longer needed your services per mine and my father's request back in November 2016.
Please note that I have spoken with nearly 9 or 10 representatives throughout the prior months. I spoke with Patricia from the collection department at extension 8137 today, June 7th, 2017 and she advised that she would look into the matter and I will have a call back no later than Friday, June 9th.
This is very, very concerning for us consumers who do the right things but get mistreated and misunderstood by those who seem to really care less.
I am hoping that this can be rectified for good.
6 years ago
Leigh Bennett Washington, DC
The advertising is minimal and most of the information is gleaned from the salesperson. There is not an option for a wrist device if you want GPS. The device to wear as a "pendant" is like wearing a garage door opener around your neck -- its huge. I was told the dimensions were 2 inches long. What they failed to add was that it's also 4 inches wide. The button is not recessed so it gets pushed inadvertently while she's doing chores. The GPS function works well but it beeps when it's tracking to include at night when she isn't going anywhere (while its in the charger).
6 years ago
Paul Skinner
We contracted with this company for my 78 year old Mother in law. She wore the necklace with the fall alert. We contracted with them because they assured us their response team were all highly trained 911 operators who knew the right questions to ask, and how to properly ascertain if help was needed. On 1/11/17 she fell after having a stroke. She lay face down on the floor for 2 hours because the medical guardian response team decided she did not need help and sent no one. They told us that when they contacted my Mother in law 1 minute after the fall was detected she "feebly" answered no when they asked her if she wanted them to send help. A "highly trained 911 operator" would know that you never ask someone who may have hit their head, or someone with even the remotest possibility of having had a stroke yes or no questions. Medical guardian has told us that they followed THEIR protocols and NO, we may not have access to the taped "conversation" between them and her after the fall was detected. My Mother in Law died 3 weeks after the stroke/fall and we will never know if there would have been a better outcome if Medical guardian had erred on the side of common sense ( a 78 year old woman with her medical history in all probability needed help after a fall) and sent help. Obviously after a stroke/fall time is of the utmost importance and lying on the floor for 2 hours is something that should never have happened, it is precisely why she had the device. This company seems to hide behind the "we will never know" aspect and showed us nothing but arrogance and no compassion whatsoever. Please do yourself a favor and do not put loved ones lives in this company's hands.
7 years ago
Shannon Harrison Independence, MO
I contracted with Medical Guardian for my mother, who had broken her leg and just needed some short term piece of mind. The contract was initiated on 11/14/2016, even though the system was not received until 5 days later. It took an entire day for the company to trouble shoot a problem... wrong account number assigned to my mother... finally they got that straightened out. 3 months later, mom is doing fine and we no longer need the system. I called to cancel on 2/10. Contract expires on 2/14/2017. Was informed the system had to be returned by the 14th in order to not be charged for another 3 months. I sent it UPS. System was delivered (with documentation) on 2/13/2017. They STILL charged my credit card today. Once they get your number, they are extremely aggressive in marketing. When I was trying to decide on a company (and I called from my cell phone), they called ME at least every other day trying to sign me up. My mistake, I went with them. They're great at phone calls, but their customer service leaves much to be desired. If I need a medical alert company in the future, I know the one I won't go with!!
7 years ago
karen Salt Lake City, UT
the set up was so easy and got here when they said it would
I fill so much safer now that I have it I know in a few minutes I can get help when ever I need it
7 years ago
Carol Muia Ocala, FL
So far I'm very impressed with the customer service and detail in which they have answered all my questions. We have just started using Medical Guardian last week.
7 years ago
Craig Goddard
Mr. Joe F was very friendly, professional, and delivered as promised. Mom is happy with product and we feel better that Medical Guardian can be there to help if needed.
7 years ago
Susie Q Oklahoma City, OK
I had this unit for a little over a year and had to use it 2 times, both times the response was awesome and help arrived in minutes. Great service, cost and service.
7 years ago
Elizabeth Vacca Bronx, NY
I love the GPS from Medical Guardian and that it's active when you are out of the home. We haven't used it yet, but I also like that you can improve the speaker, it's a separate unit depend it of what she wears. I bought this for my mom because I thought it would be help for her to have something to help her.
7 years ago
