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Florida Telehealth

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6.3

Overall Score

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tim Burke Ocala, FL

Initially the unit was great. (Mar 1, 22) A charge would last 5 days. When it started asking for a charge every 2 days, (May 15, 22), I called the owner, Scott and told him the problems we were having. He asked if we were communicating over the device, I said no. He wanted to watch it over the next few days. If he did or didnt, I don't know. I told him I thought the battery was defective. He said he would watch it, because it would take a while to receive one as they come from china. Then recieved a call from him indicating he couldnt read unit. I told him it was left in georgia, and would be retrieved next week. But we were not happy as its waking my father up at 4 a.m. seeking a charge. Retrieved unit, The unit now needs charging from 14 to 22 hours. We no longer have faith in it, or the company. When an item initially works, then doesn't, it is not a coverage or service problem. It is a system or unit problem. They did not wish to replace it (going to be a while from china), so here it sits in the box ready to be returned. We paid 99$ for the system and 126$ for the 1st 3 months, then billed again for the next 3 months (those would be the months it didnt work). Not paying again. I'm glad all you other people had good results. Makes me think there was something wrong with the unit after all. Update: my Father, (the wearer) spoke with Scott today, Scott indicated he would refund the 2nd quarterly payment of 126$ Now, off to get another provider.

2 years ago Edited July 7, 2022

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Reply from Florida Telehealth

Hello All,

This is Scott, the owner of Florida Telehealth (formerly RescueTouch). I've been thinking about how best to respond to Tim's review for a couple weeks now. I think it's best to respond in a way that is beneficial to all of you who are dealing with the challenges of aging or an aging parent and looking for an alert company to assist with the challenges. You, I, and Tim are all in that club.

If you are reading this, most likely you or someone in your life is above the age of 70 and could use a hotline to help from time to time. I have three such people in my personal life at ages 79, 83, and 100. In my professional role with Florida Telehealth and former role as EMT with Virginia Beach EMS, I have another 5000+ ranging in age from 40 to 100+. From my conversations with Tim's father, I anticipate Tim’s father is 85. While some certainly handle the challenges of this club better than others, it's not easy being in this club, is it?

Time to address concerns Tim expresses in his review. In general, Tim's review is based on significantly limited facts, and is also deceptive. That limits the validity of his review. Of course you, the audience, wouldn't know that until you hear the other side of the story.

As you read in Tim's review, he cannot confirm that I did not troubleshoot his concern that the battery was draining faster than expected. The reason is, Tim and I never communicated again after our initial conversation. It was during that conversation that Tim continuously conveyed that he knows more about troubleshooting a medical alert account than I. When he couldn't influence me to just ship-out another system without troubleshooting the entire situation he became frustrated and we agreed that it's best if I work directly with his dad. Tim gave me his dad's phone number and Tim and I never communicated again. Tim leaves that unsaid. Tim is also being deceptive with his statement about their Georgia farm. Tim writes that statement in the first person, as if he was speaking directly with me. He wasn't. He got that information third-party from his dad, and he doesn't include other relevant information his dad and I discussed.

I did immediately contact Tim's dad. His dad is a kind grandfather-like gentleman who I enjoyed working with. Together we agreed to troubleshoot the device over several days so I could remotely monitor the battery drain. He agreed to charge it up to 100% and then not charge it again while I monitor the battery status. During this conversation there was something specific that Tim's dad said that raised a red flag. He said he was experiencing either Covid fog or Covid brain. I cannot recall which term he used. To me that signals he understands his neurological performance is struggling, whether Covid or age related.

Important Note: When I'm troubleshooting an account, it's not only the device that I evaluate. Because of our older clientele, I also evaluate the wearer's ability to manage the system. It's not uncommon that neurological slowdown is the reason behind the service concern. While troubleshooting, I also evaluate the cell signal strength at the client's location. It's not uncommon for weak cell signal to be the reason behind the service concern. There are other aspects I evaluate, but those two are the reasons for 90% of our service concerns.

Ok, back on track with troubleshooting Tim's dad's service concern. I started the troubleshooting the afternoon of May 27th. Here are the battery life numbers.

May 27th at 2:15pm - 100%
May 28th at 5:24am - 81%
May 29th at 1:16pm - 77%
May 29th at 6:01pm - 100% (Tim's dad must have mistakenly charged the device while we were troubleshooting it.)
May 30th at 9:26am - 80%

After that I was unable to connect with his device. I attempted to contact Tim’s dad but was unable to do so. I attempted to reach Tim, but his voicemail was full. We lost touch for 3-4 weeks. When we finally spoke again, Tim's dad said he and Tim had been to their farm in Georgia. I stated that during the limited time I was able to troubleshoot his device, I recognized that he has significantly weak cell signal at his home in Florida. He explained that his home is in a somewhat rural area in Central Florida. That was great news because his home is less than 20 minutes from our location in The Villages, FL. I told him about the weak cell signal and inconsistent battery life readings and that I really wanted to get his device into a stable environment where I could retest it and make recommendations after that. He agreed that I could drive over to his home, meet him in person, shake his hand, and retrieve the device. He said the only problem with the plan is that the system is still at their Georgia farm. He said Tim had rushed him out of Georgia and the device got left behind. He agreed to contact me when he had retrieved the device from Georgia.

About a month later, our admin department received two voice messages 30 minutes apart from Tim's dad. The voice messages were left in the evening and forwarded to me. I called Tim's dad early the next morning. His dad did not remember leaving the back-to-back messages the night before and said it must have been Tim. It wasn't Tim. It was Tim's dad's voice, calling from Tim's dad's phone number, requesting a return call. At that moment, it was confirmed to me that Tim's dad was struggling with neurological decline. That’s sad news to confirm. I really like Tim's dad and was looking forward to meeting him. During that conversation we agreed there were too many significant hurdles to overcome to continue with his service. I refunded his last quarterly payment of $126 and Tim's dad and I said our gentlemanly goodbyes.

Literally 30 seconds later, I received notice from Bestcompany that Tim had left his factually limited and somewhat deceptive review. I called Tim to discuss my findings and address his and my concerns. Tim's voicemail was full. Yes, again. I sent him a text to call me, but have not heard from Tim.

In conclusion, during the limited troubleshooting I was able to do before they took the system off the grid and to their Georgia farm, the battery life showed to only drop from 100% to 77% in two days. That is certainly within the 5-day expected battery life. The customer breached our service agreement by not making the system fully available for a thorough troubleshooting of their concern. There is no indication that the customer ever read the user guide or tested the system at their rural home in Florida or their Georgia farm. From my limited troubleshooting, I conclude that the cell signal at their rural Florida home is too weak to reliably connect the device to the cell towers. I expect we would have been able to improve that by switching to our other cellular provider. I conclude that the cell signal at their Georgia farm was little to none. That without a commercial level cell signal booster there simply would not be enough signal strength to ever connect the device with the cellular grid. I conclude that there was two distinctly different customers on this one account. One Tim, and one his dad. I conclude that Tim is trying to do the best he can, but is on unfamiliar ground with his care of an aging parent. As I've stated before, I really like Tim's dad. I'm disappointed I won't be able to continue to assist him. He's 5-Stars!
If you're looking for the level of personal attention and healthcare knowledge I convey in this response, and my other customers describe in their reviews, you're invited to reach me at 800-888-7565.

Sincerely,

Scott A. Lepper
Founder, CEO
Florida Telehealth, LLC

Aug. 25th, 2022

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Karen Arft Bradenton, FL

Only used once, a chain I was wearing hit the button so wasn't for an emergency. But they answered quickly but I couldn't hear them so when I wasn't getting through, they called on the phone. Was very nice about the false call and made sure I was alright.

6 years ago

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Reply from Florida Telehealth

Hello Karen,

Thank you for sharing your personal experience with your RescueTouch. Hope all is well.

Best,

Scott

Jul. 23rd, 2019

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Bart Young Ranburne, AL

I purchased a Rescue Touch for my mom earlier in the year and we are completely satisfied. Good price, good people and dependable service. Spokesman walked us through the whole process in minimal time!

6 years ago

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Reply from Florida Telehealth

Hello Bart,

Thank you for your review of RescueTouch. Hope all is well.

Best,

Scott

Jul. 23rd, 2019

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Harry Batten Ocala, FL

We have been Recue Touch costumers for a couple of years now. Have been very happy with the service and they have always helped us with any challenges that we have had as my mother in laws health has declined.

6 years ago

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Reply from Florida Telehealth

Hi Harry,

Thank you for sharing a few words about your experience with RescueTouch. You and your mom are missed.

Best,

Scott

Jul. 23rd, 2019

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Kathy Bilello

Highly recommend rescue touch because it is a good value and we received excellent service.

5 years ago

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Reply from Florida Telehealth

Hi Kathy,
Thank you for the recommendation and the 5-star review. Hope you're doing great!
Best,
Scott

Aug. 27th, 2019

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Anthony Laudadio

Quick reliable service. The product has never failed yet. We are notified immediately.

5 years ago

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Reply from Florida Telehealth

Hi Anthony,

Thank you for sharing your experience with us. Hope all is well.

Best, Scott

Aug. 27th, 2019

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Marian J. Jacksboro, TN

Enables piece of mind when can't be at home with parent struggling with dementia.

5 years ago

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Reply from Florida Telehealth

Hi Marian,

Thank you for sharing a few words about your parent's RescueTouch. And thanks for the 5-Star review. Hope your family is doing well. Best, Scott

Aug. 19th, 2019

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John Nashville, TN

RescueTouch provided all of the functionality desired in a simple easy to use hassle free package.

5 years ago

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Reply from Florida Telehealth

Hi John,

Thank you for sharing your thoughts on our service, and for the 5-Star review. Hope you're doing great! Best, Scott

Aug. 19th, 2019

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Paula Smith Chandler, AZ

They were very good to do business with and kept their word on every thing they advertised

5 years ago

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Reply from Florida Telehealth

Hi Paula,

Thank you for a sharing your experience with us. Hope you are doing well. Best, Scott

Aug. 19th, 2019

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JoJo Mortillo Warwick, NY

I did NOT have a good experience with this company. The person I 1st dealt with was very rude and unprofessional. From the very start of the call I explained to him I recently had a stroke plus I've had several injuries to my head which caused some brain damage and to please understand and bare with me esp if I asked some questions. He explained things soo fast and there were a few things I was confused about and a couple other things I was curious about but when I told him I had a few questions and wanted to make sure we were both on the same page so I asked him to please explain certain features again that were a little confusing and he yelled at me like I was a little kid and also made a really rude comment aimed at me having brain damage! I was in tears at this point and totally shocked that someone would talk to a customer this way so before I hung up on him I told him I was going to leave a bad review then I hung up and he called me back just to threaten me and tell me if I post a bad review of any kind I will totally regret it & he'll have his lawyer sue me so of course I hung up on him again then I called the main number and spoke to a very pleasant woman named Ashley who totally understood why I was upset and was very kind and helpful. Thank you Ashley for being so patient and caring and trying to help me we need more people in the world like you!

1 year ago Edited April 17, 2023

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Reply from Florida Telehealth

Based on Ms. Mortillo's situation and behavior, we are unable to offer her our services. Her review is a serious fabrication of the facts intended to harm our company. She has done exactly what she threatened to do. We wish Ms. Mortillo the very best. This matter is now with our legal department.

Apr. 4th, 2023

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Crispan Greenbrae, CA

Easy to contact the company, though not available in remote areas (like on a hike in the country). Contact is friendly, and open to test calls. Fortunately, I have not had to use it in an emergency.

6 years ago

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Reply from Florida Telehealth

Hello Crispan,

Thank you for your personal experience. Hope all is well.

Best,

Scott

Jul. 23rd, 2019

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Sam Stone South Jordan, UT

Customer service is flawless. Very responsive and helpful in getting set up with system. Also when changes in call numbers needed to be made it was done seamlessly.

6 years ago

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Reply from Florida Telehealth

Hi Sam,

Thank you so much for your review. Hope all is well.

Best,

Scott

Jul. 23rd, 2019

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R. Kim Etheredge Jacksonville, FL

They have done everything exactly as they said ! Outstanding product.

5 years ago

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Reply from Florida Telehealth

Hi Dr. Etheredge,

Thank you for sharing a few words on RescueTouch. Hope you and your father-in-law are both doing well.

Best,

Scott

Aug. 13th, 2019

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Frances Longmont, CO

The alert works, the company is reputable and honest, as well as personal.

5 years ago

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Reply from Florida Telehealth

Hello Frances,

Thank you for the kinds words. Hope you are doing well. Best,
Scott

Aug. 19th, 2019

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Nancy Orr Reynoldsburg, OH

ease of use,easy to charge product, quick response time, fall detection is great

5 years ago

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Reply from Florida Telehealth

Hi Nancy,

Thank you for sharing your experience with RescueTouch. Hope you're doing great!

Best,

Scott

Aug. 13th, 2019

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Gina Oklahoma City, OK

RescueTouch works and also fits my budget, which is not very high.

5 years ago

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Reply from Florida Telehealth

Hi Gina,

Thank you for sharing a few words about your RescueTouch, and for the 5-Star review. Hope you are doing great! Best, Scott

Aug. 19th, 2019

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Len DeGiovine Greenville, NY

this is a very professional customer considerate and cost effective operation.

5 years ago

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Reply from Florida Telehealth

Hi Len,

Thank your for sharing a few words and the 5-Star review.

Best,

Scott

Aug. 13th, 2019

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Ken Bellevue, WA

Great customer service. Sometimes I can call and speak directly with the owner.

5 years ago

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Reply from Florida Telehealth

Hi Ken,

Thank you for the sharing your experience and 5-Star review!

Best,

Scott

Aug. 13th, 2019

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Bob Sutphin

Excellent customer service, quality, trustworthiness, etc.

5 years ago

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Reply from Florida Telehealth

Hi Bob,
Thank you for sharing a few thoughts on RescueTouch. Hope all is great with you.
Best, Scott

Aug. 27th, 2019

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B Cape Girardeau, MO

Needed device that used AT&T network. Works well.

5 years ago

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Reply from Florida Telehealth

Hello B,

Thank you for a few words and the 5-Star review! Best, Scott

Aug. 19th, 2019

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Judith Seyffert Sun City, AZ

Easy to use, adaptable to different needs, affordable.

5 years ago

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Reply from Florida Telehealth

Hi Judy,

Thank you for a few words and the 5-star review. Hope all is well. Best,
Scott

Aug. 19th, 2019

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Steve Taylor Savannah, GA

easy for mom to use easy for us to call her and hear

5 years ago

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Reply from Florida Telehealth

Hi Steve,

Thank you for sharing a few words on your experience with your mom's RescueTouch. Hope you are both doing great. Best, Scott

Aug. 19th, 2019

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Betty Braun and Jim Bowen Appleton, WI

The service works well. Customer service has been very good.

5 years ago

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Reply from Florida Telehealth

Hi Betty,

Thank you for sharing a few thoughts on your experience with our services. Hope you are all doing great! Best, Scott

Aug. 19th, 2019

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John Renninger

Easy to use, keeps me safest is very handy

5 years ago

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Reply from Florida Telehealth

Hi John,

Thank you for the 5-Star review! Hope you're doing great!

Best,

Scott

Aug. 13th, 2019

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Kay Smith Sandy, UT

I cancelled directly with the owner and via email and they are still charging my mother who is now in a care facility. If you sign up you will be charged and they will not return calls to cancel, there is really no way to get a hold of this company, it's ridiculous. BUYER BEWARE!!!

6 years ago

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Reply from Florida Telehealth

Hello Hollie,

I apologize for the trouble you had contacting me. To my knowledge everything you requested is now in order. You are certainly invited to add additional comments about the outcome. We hope both you and your mom are doing well.

Best,

Scott

Jul. 22nd, 2019

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TEDDY KONUGKIS Far Hills, NJ

Works as promised. Has alerted us a few times as was needed. The multiple alert feature is excellent.

6 years ago

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Reply from Florida Telehealth

Hi Teddy,

Thank you for sharing your experience with RescueTouch. Hope all is well.

Best,

Scott

Jul. 23rd, 2019

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Tammy Saint George, UT

Perfect small size on lanyard. Works Great! I would recommend this product to all.

6 years ago

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Reply from Florida Telehealth

Hi Tammy,

Thank you for sharing a few words. Hope all is well.

Best,

Scott

Jul. 23rd, 2019

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Bob Adel, IA

Great product and I love the ability to determine where emergency texts go.

6 years ago

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Reply from Florida Telehealth

Hi Bob,

Thank you for sharing your review of RescueTouch. Hope all is well.

Best,

Scott

Jul. 23rd, 2019

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Mark Bray Allentown, PA

Excellent product and customer service.

6 years ago

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Reply from Florida Telehealth

Hello Mark,

Thank you for sharing a few words.

Best,

Scott

Jul. 23rd, 2019