MobileHelp

From my initial call inquiring about the device, to implementation and usage everything exceeded my expectations. Thank you.

I have not had too use the mobile device so have no feedback that would be useful. I did have two false alarms and both times they responded almost immediately and told told me how to cancel the call.

I liked the fact that the person who was wearing the pendant had accidentally bumped the pendant against a table which immediately caused a response from MobileHelp service!

I do not recommend Mobile Help!! I have had this service for several years. I have used the automatic payment plan taking directly from my credit card. My father pasted October 2022. I returned the equipment in November 2022. As of February 16th 2023 I have not received a refund. I had received a call that the the equipment had been received and the delay of my refund was because of a storm and that I would be receiving a refund. As time past I received a renewal notice. I called back to confirm that no moneys would be taken from my account. At this time I was told there would be no refund because I did not return all the equipment. When I asked repeatedly what was not returned I never got a straight answer. The ladies reply was she could only read the notes before her. I in fact returned all the equipment with the exception of the lock box which I was told to keep. Mobile Helps next statement was that the contract and expired and therefore there is no refund. Neither one of her responses were correct. I requested to speak with her supervisor and that did not happen. I have been patient and I do understand how a refund is prorated. When I took the equipment to a service to handle the return, the associate made the statement of good luck on getting a refund. The associate had the same issues. Lynn Barnes

The unit worked as specified ! It communicated with me as expected usually with a human ! I went thru a period of unbalance not worrying about not getting help !

We have had service around three to four months now. It has worked for the most part. My mother fell yesterday and unit did not go off and the button wouldn’t call help. She fell again today and same thing did not work. So I called customer service and the rep I talked to did not seem to have a clue.very unprofessional in my opinion. They are sending her another unit out for her in the mail. I bought this service for my mother because I live quite a ways from her. So now am I going to have to wonder if this is going to work or not.

I ordered the monitors for my Mother In July. My Mother passed away 8/2/22 and had never used the monitoring. Everything was still in the box. I received it the day before my Mother was hospitalized. After she passed away I called and returned everything in it's original packaging. I told them nothing had been used and everything was still in it's original packing. They told me they were sorry and would refund the money. ($233.70). I received a refund but it was only $134.73! They kept $98.97 just for no reason at all. I could understand if I had just changed my mind but my Mother passed away. I called and talked to someone about it and they said they would look into it and get back to me. I have been waiting for them to get back to me for several months now. This is bad customer service and it goes to show how little they think of their customers. They should be ashamed of themselves. If I could give them a zero I would. The "amazing" that was showing at the bottom of this screen was put there by MobileHelp. I tried to delete it but couldn't.

Atrocious customer service. As a trauma surgeon I wanted to keep my mother safe. This company is more concerned about collecting money than ensuring their equipment is set up/working properly. They sent my mother upgraded equipment but did not provide set up service(I am in a different state). The equipment sat in a box for seven months while I paid for it. I called and was told account put on hold until I could check equipment in person. I received e mail Aug 30th, 2022, called Sept 1. They received equipment Sept 12 and called to say no bill due and they received extra equipment that was not theirs. I received a bill Nov 28 for a late fee since they did not receive equipment by mid JULY. I called and rep denied that my statements of fact could have occurred. Wow. Buyer beware.

Originally I thought I would be fine with your company but I was wrong....i was at the Dentist office when my monitor went off unannounced and I cancelled the call unknown to me the call was not cancelled and my children are panicking and an ambulance was at my home ......my children found me in town thank goodness I live in a small community.....Next I was told to return my equipment I received a label to mail back within 2 days and I mailed back equipment with a note to please send another piece of equipment I waited a few days and called back about when or where is the new equipment.....this where everything goes wrong 3 days after this I fell and hurt myself badly I laid on floor for 4 hours until woke my children so someone could help me off the floor that is when I saw what happened to my body bruised from just above right ankle to just below my knee, hit my nose ,lip, shoulder and the final damage was on my right breast bruised top and underneath and I was bedridden for 5 days......this period when I fell I should have had new equipment and I would have been taken care properly...I know my 3 months of service were returned....but this shouldn't happened....I have since gone to another service but feel I should be compensated for your company not knowing what is going on please also tell your employees I am sorry for getting upset...please understand where I am coming from.....I am in remission with cancer(breast) so I was unable to get my mammogram do to bruising of my breast....Also, not so much as a SORRY from anyone in your company....Pissed Off customer Susan Hatch

Absolute crooks!! They make it so very hard to cancel their services. We paid a full year in advance after being told that we would get 2 months free – 14 months of coverage for the price of 12 months. Don’t fall for this ploy! My mother-in-law passed away after 7 months of membership and now we only get credit for the remaining 5 months. Since she died we do not get the extra 2 months of credit. I have a brother that is in need of a fall device so I wanted to get a credit on my account and transfer the equipment to my brother. Can’t be done! They must receive the original equipment back and then my brother can order his own device. We have to box up the equipment, put the account number on the outside of the box, and wait for a shipping label. It took three phone calls and 36 hours to get the shipping label. (another 3 days of paying for the membership) And get this. . .the return address on the shipping label is my mother-in-laws address! She’s gone. She has no address. The next step is to wait to get a call from the “Accounting Department” so they can verify that we want to cancel service. Really? Really? The box of equipment is sitting on the desk in the “Accounting Department” and they still need to verify that we want to cancel service? I hope they don’t try to call my mother-in-law. She won’t answer – or at least I hope she doesn’t. Still waiting on my credit. Requested refund on 10/12/22. Finally was told that I was going to get a check in the amount of $82.00 on 11/3/22. This is for 5 months of services. Since I paid $563.40 for the year, I was expecting $234.75. You really wouldn’t believe the calculations they use. Absolute crooks!!

I am very unhappy. My father had a heart attack about a year ago and I bought him a year of service from MobileHelp, which he never used and he is feeling healthy these days so he wanted me to send back the device and cancel it. I called MobileHelp and they said I would have to send back the device before they would cancel. My father lives by himself several hours away from me and he can't drive anymore due to his eyesight, plus he has no one nearby to help him so I asked if they could have UPS or FedEx pick it up and they said no, that was for me to figure out. Normally a company will at least send out a return label, but no. So I had to print out a label from FedEx, mail it to him, have him box it up, etc. and put it on his porch then arrange a pickup. Because of all this hassle and because the customer service rep said no big deal-just return around such-and-such a date, I didn't worry too much about the exact timing because I had already canceled the service. Now I get this renewal notice in the mail telling me my debit card will be automatically charged another $545.40 by the end of this month. I called and explained that the device was on it's way to them and that I had canceled the service and the customer service rep was extremely rude and said I would be charged the full amount and once they receive their cheap picce of plastic in the mail they will cancel my service and prorate me service charges. I am livid. This company preys on the elderly and they are useless!!

The peace of mind that my dad had with MobileHelp was great! The problem came after my dad passed away. I returned the equipment and requested a refund for the remaining balance that my dad had prepaid. After mailing the equipment back, I received a check written to "The Estate of (my fathers name)". The bank told me that we would have to open a new estate account in order to cash or deposit this check and advised that I ask MobileHelp to reissue the check leaving off "The Estate of" and just write it to my fathers name. I called MobileHelp and was told that they couldn't reissue the check until either the valid time expired or I returned the check to them. I mailed the check back to them and was expecting it to take a couple weeks to receive the reissued check. I had sort of forgotten about the check for a couple of months before I contacted MobileHelp to inquire where the reissued check was. It was August 3, 2022 when I called after waiting more than 2 months. The agent told me that according to their system, the check was processed to arrive at my house by August 5, 2022. On August 11, 2022 after not receiving the check, I again called and this time was told that the check was scheduled to be written on August 12, 2022! I asked to speak with a supervisor and was told that since all of the agents are working remotely, I would be placed in a queue for the supervisor to call me later that day. After not receiving a call back on August 12, 2022, I called back on August 13, 2022. When the agent answered my call, the first thing that I asked was to speak with a supervisor. Of course the agent wanted to try to fix the issue first and when she looked up the account, she told me that the check was ready to be processed, but that they only write checks on Tuesdays, so the check won't be written until August 16, 2022. After explaining that this is now the 3rd date that I have been given on when the check would be written, and again asking to speak with a supervisor, she told me that she was relaying information from her supervisor to me and that they were not available to take my call. At that point I have had enough with the run around and I informed the agent that if I didn't have a check in my hand by August 19, 2022 that I would be filing a small claims action against MobileHelp for the remaining balance, as well as my time to collect the balance and any/all court fees. The agent told me that she would put that in the notes, and again put my name in the queue for a supervisor to call me back that day with priority. That was August 12, 2022 and it is now August 15, 2022 and I still haven't received a call back. We will see if the check gets issued and mailed tomorrow.

AGGRESSIVE SALES TACTICS I called MobileHelp on Monday June 20 to find out information about their services. That day I said that I would call them back IF I was interested in signing up. I did not give them my phone number so they obviously picked the number up from caller ID and since then I have received multiple calls from them. I told them on 6/24 that I was going with a different company, and on 6/25 I pressed '9' to be removed from their call list - the recording said I would be removed. Then I received a call on 6/26 from automated call - I pressed 1 to speak to a representative and told them AGAIN to remove me from their list, and the representative hung up on me. I want my phone number REMOVED from their call list. Thank you, Greg Taylor

I went through mobile help to help for my mom . They was very polite and helpful. Everything I asked them for services for my mother they answered everything I needed to know .

Please read the enormous amount of negative reviews out there from those of us who have tried to close an account after our elderly parents no longer needed this service. This company accuses families of not returning equipment that we dutifully sent as instructed. To top it off, they are insisting they will not close the account and will automatically renew the annual service if we don’t pay the equipment ransom price. We have waited over 3 days for a supervisor to call us!!! After all we have read from others having this very experience I wonder if a class action suit is right around the corner for this horrible company. We had no problem with the service they provided until this awful mess!! I would NEVER use them again.

Customer service is outstanding (with kudos to Samantha V). Mobilehelp is very responsive and offers a much needed service (and at a fair price). I am very, very pleased.

MobileHelp was fine until we discontinued my mother-in-laws service as she entered a senior facility with its own service. Mobilehelp charged me from the day I ordered the service then they charged me until the day that they received the returned equipment. Seemed unfair since they charged me when I didn't have the equipment yet I thought it would be fair to stop charging me on the day I asked them to quit service but they did NOT. They waited until they had the equipment. I paid a yearly rate but they prorated my refund at the monthly rate and charged me for a full month of service at the close even though I only used a couple of days. They will charge you coming and going if you cancel. I was not impressed!

About one year ago I decided to use Mobile Help to provide a layer of protection for serious medical issues. When my equipment arrived there were some problems with the equipment. It took Mobile Help three shipments to finally provide the proper equipment I had requested. I diligently returned all of the faulty equipment without issue. On or about 10/12/2021 I tested the fall detection pendant. It wasn’t until the third time that the alarm started the “call in progress “ process started but nobody from Mobile Help responded to the alarm for 10 or 15 minutes and then it disconnected. After another 20 minutes or so an agent came on the line asking what my emergency was despite the fact that I had not made another distress call after I was disconnected. The woman said that there was no record of a previous call. This made no sense seeing as how she just came on the line with no further action by me. If my test had instead been an actual emergency, the result could have been tragic. After all of these issues, I decided to switch to Medical Guardian and proceeded to return all equipment per the instructions provided by Mobile Help, and the FedEx tracking number showed that Mobile Help had indeed received the equipment and was signed for. At 9:25 on the morning of 10/29/2021 I received a phone call from Mobile Help confirming that they had received the shipment but owed two pieces of equipment from 2020. 2020? If there had been any issues when I returned all of their faulty equipment last year, one would expect that Mobile Help would have raised the issue at that time, not a year later. I called Mobile Help customer service the same day at 12:10 pm and spoke with Sheila (sp?). It would be a gross understatement to say that Sheila was rude and unpleasant. When I started to explain the situation, she cut me off and said that my issue had already been communicated to their office and were working on it, whatever that means, and that they would call me back. Surprise. They failed to call me. I immediately contacted my lawyer, who advised me that if Mobile Help were to send me to collections, I should take them to court, which I would. I find Mobile Help to be incompetent thieves.

We were offered two free months at the beginning and signed up with the two payment plan. The charge for the first payment was billed plus another unknown different charge for $30. The next billing date didn't reflect the two free months offered at the beginning and when we called, we were told the $30 was a partial payment fee. When we realized the two free months didn't actually exist, we decided to cancel for an immediate refund.

This system was not a good choice for us. We were advised by the sales rep to try using the mobile device as a base on the main floor for easier access to take it when she leaves the house and the base unit by her bed upstairs. She couldn't hear the call center representative on the mobile device when she pushed her button. We were told by company representative that there is no volume control for the mobile device. The GPS and fall protection features and ability to talk to the call center representative through the pendant are in the mobile pendant only. The other pendant only communicates with the call center representative through the base unit. And there is no technical support one of the devices malfunctions after normal customer service and technical support business hours. We are returning all of the equipment for a full refund and choosing a different company.

AVIOD AT ALL COSTS! Due to my father's failing health I had to sign up from medical alert account. After weeks of research I ended up choosing Mobilehelp. They had all the right answers to all of my questions. We had the account for approximately 6 months. My father had one occasion to push the button during that period which was on a Sunday. The unit did not work! Upon trying to contact a representative all the messages told us the company was closed and to contact them the following business day which was Monday. Unfortunately my father passed away January of 2021. I contacted the company informing them of his passing and to find out what needed to be done to return the equipment and receive a prorated refund. The representative gave me tons of steps that needed to be followed in order to get the refund due. After following the steps and contacting the company weeks later to verify everything was received and in order I was informed that it would take 30 plus days to receive any refund. After waiting 30 days and still not receiving any refund I again contacted the company. It was at that point I was told that a check had been issued to my deceased father's previous address and was made out payable to my father and my father only. I told the representative I was dumbfounded that a check would be made payable to my father when they had been informed that my father was no longer alive. The representative informed me there was nothing she could do and if I wanted to correct their mistake it would cost me an additional $30. It was at that point I requested to speak to a supervisor and was informed that speaking to a supervisor would not be possible. After 40 minutes of conversing with the customer service representative I was told as a courtesy to me they would waive the $30 required to fix their mistake and a new check would be issued in my name payable to me. When I inquired as to why they couldn't just refund to the original form of payment the answer I was given was "I don't know it's just not possible". When I inquired as to when the new check would be issued again the response was they could not answer the question but checks are issued every Friday. It's been 3 weeks and I contacted the company again today. All the notes regarding the mistakes the company has made were notated on the account. Yet no check has been issued and no additional answers were given. Even when I inquired as to why a check would be knowingly issued payable in a deceased name again no explanation was given. In all the steps involved in closing out my father's estate Mobilehelp has been by far and away the most difficult, most incompetent and most stressful. Incidentally and worthy of note… I tried to leave a similar review on the company's website and received a site error message. But when I put a bogus positive review as a test it was accepted without issue. Go figure. I cannot stress enough how highly I would recommend avoiding this company. They are terrible.

After a brief usage with this phone, I will be DROPPING this service. The Billing went from $50.00 for UNLIMITED to overage fees charged. The website did not accurately paint the same picture about my bill. My online account said $0.00 due but they turned off the phone because of "OVERAGE" fees that were seeing - calls to Puerto Rico. There was no forewarning that they were turning off the phone. I could not see any of this on my bill!!!! I am extremely angry that this phone has cost me tripple the amount than what I was lead to believe. Billing is not as transparent. When asked about turning off the phone, they couldn't even direct me to the policy in contract (most likely it is not there). DO NOT GET INTO THIS BILLING TRAP!

They were quick to take my payment for the equipment and service for the 1st year in full. (I live 300 miles from my mother, they were ask to call her, set up the equipment and make sure she would be good to go) Unfortunately it took them almost 90 days to attempt to get the service online. Upon working with my mother, the technician noted in the note section that due to my mothers address AT&T service will not be reliable in a mobile home. Thirty days later, after I called them, my mother received a return label. Now it has been over 150 days, they were KIND enough to prorate my refund for a service that did not work a single day. They like most are all smiles when everything works as marketed but, when things are difficult they take advantage of the elderly and their lack of knowledge! I would not call these people to monitor my pets!!!!!!!!! Jason

I was told I if I paid for the FULL Year, I would get a discount. Unfortunately, I used the service for six months so I lost my discount. I should have received a refund of $235.00 and got $147.92 instead because of the interesting way they compute usage if the year is not complete. Think twice before using them because they are “stealing” money from you! How many senior citizens do you know that will use the service for EXACTLY 365 days....life is not that regulated! Go with a company that is honest in their fees they will charge you....

Each representative I spoke with was polite and courteous respectful and compassionate. I am thoroughly confident about this company's ability to serve me with excellence

Is the easiest mobile help there is out on market today customer service is very helpful an kind did not realize a mobile help would be so easy great price