Medical Guardian Reviews
7.9
Overall Score
Patricia Atno Gilbertsville, PA
Continued issues with unit not holding charge. We needed to charge daily. Also called today to return, since my dad died. Can you believe the person stated we are paid to date but if it is not returned by the 18th, we will be charged additional!
2 years ago
Reply from Medical Guardian
Hi Patricia Atno, we received your review and we apologize for the issues you are experiencing. If you have not yet had a chance to speak with our customer care team, a representative will be happy to help resolve this problem. You can reach us directly by dialing 1-800-313-1191. We look forward to speaking with you soon.
Mar. 9th, 2023
Review Source
Rhonda Dodge City, KS
My mother died in June 2022. We called Medical Guardian to cancel her account and transfer her Medical Guardian to my sister who was born with spina bifida. The representative insisted on sending us a new Medical Guardian device for my sister. Now, more than 8 months later, they have been harassing my sister saying they have been calling me, leaving messages and that I have not called them back.
I have received no calls and no messages from Medical Guardian. I called yesterday, assuming the credit card I used to pay my sister's account needed to be updated because we cancelled it due to fraudulent charges. I gave them the updated card number and asked if they needed anything else. I was told everything was taken care of.
Today they called my sister once again. She told them I had called yesterday and everything was taken care of. They insisted (RUDELY) that I had not called.
I called them again. Again I was told that everything was taken care of and nothing else was needed on the account. I also learned that they had recorded my phone number incorrectly. The last digit was off by 1.
Finally, they called my sister and insisted (RUDELY) that I needed to call them about Lila's (my mother's) account.
I called back and explained that my mother had DIED nearly nine months ago and that her account had been closed when we set up my sister's account. After the representative insisted on ARGUING with me, I finally just hung up.
I must say, I've beginning to HATE these people!!! Apparently all that matters to them is MONEY. Even on a closed account for someone who DIED nearly 9 months ago! Absolutely INSANE!!!
2 years ago
Reply from Medical Guardian
Hi Rhonda, we received your review and we apologize for any inconvenience you have experienced with the billing for your account. At Medical Guardian, we pride ourselves in providing a great customer experience and it sounds like we didn’t do that. Please reach out to us directly by dialing 1-800-313-1191 so we can help make it right. We look forward to speaking with you soon and resolving this issue.
Mar. 8th, 2023
Review Source
Gwendolyn TX
My wife and mom are at home alone and the response when a fall is detected is excellent. I have pease of mind knowing they can get help in a matter of minutes
2 years ago
Reply from Medical Guardian
Thank you so much for taking the time to write a review Gwendolyn! We strive to provide peace of mind for each of our customers, and we are so glad that you are satisfied with your experience.
Mar. 8th, 2023
Matt Vogt Miamisburg, OH
I called to get Medical Guardian because my daughter was having health issues. She passed before we even opened the box or got it activated. Because I had never returned the calls asking me to activate the unit, I figured I was out the $300, and that was that. I found out two months later that I was still being charged the monthly rate. I called, asked them to stop the account, and asked if I could return the unit, to which she said yes, I can. I then find out I am still getting charged, and I can return the unit (unopened), but I will receive nothing for it! I filed a dispute with my bank, who said that MG showed it was my fault. Complete BS! I never signed anything! I had to change my debit card to stop them from billing me! I will send it back to them, but only after I take a hammer to it! Hate this company, and the way the tipped me off for hundreds of dollars!
2 years ago
Reply from Medical Guardian
Hi Matt Vogt, we received your review and we apologize for any inconvenience you have experienced with the billing for your account. At Medical Guardian, we pride ourselves in providing a great customer experience and it sounds like we didn’t do that. Please reach out to us directly by dialing 1-800-313-1191 so we can help make it right. We look forward to speaking with you soon and resolving this issue.
Mar. 1st, 2023
Review Source
Susan Richmond, KY
I like the ease of use (if I could just get in the habit of wearing each morning). Fortunately, I’ve not had any emergency, so it is my hope that, in an emergency, it works efficiently.
2 years ago
Reply from Medical Guardian
Thank you for this wonderful review, Susan. We appreciate you being part of our growing community. All the best and stay well and safe.
Feb. 23rd, 2023
Review Source
Nicolette Toussaint Aspen, CO
Very quick response to a real emergency. The operators were kind and forgiving when my 92-year-old husband was learning to use the alert and had a couple false alarms.
2 years ago
Reply from Medical Guardian
Thank you for taking the time to write a review Nicolette Toussaint! Our customer care specialists are highly trained to be as professional and efficient as possible when on the phone with a customer. I am glad they were able to provide you with the assistance you needed.
Feb. 22nd, 2023
Patricia Peru, IN
The one thing I dislike are the upsell calls. They try to sell fear. If I wanted fall detection, I would call and order it. Each person that has called, I ask them to please remove me from the call list. So far I have not had to use the product. I bought it as it has high ratings.
2 years ago Edited January 10, 2024
Reply from Medical Guardian
We are sorry to hear about the negative experience you had with one of our representatives. We will take the time to look into this situation and provide the necessary evaluation and retraining for the customer care representative. Again, we apologize for any difficulties you may have had. At Medical Guardian, we pride ourselves in providing a great customer experience and we want to make sure you receive nothing less. If you wish to discuss this matter further, you can reach us directly by dialing 1-800-313-1191. We look forward to speaking with you soon.
Feb. 23rd, 2023
Patricia Martinez, CA
Well my necklace falls apart and the pendant falls detecting a fall. It’s like one side slips out of the magnet. I need to know who to talk to about getting a new necklace part. I won’t wear it because I’m afraid it will fall and I won’t know it.
2 years ago
Reply from Medical Guardian
Thank you for taking the time to write a review, Patricia. I am sorry to hear about your poor experience with our product. I would suggest calling our customer care team at 1-800-313-1191. They will be able to assist you with your product.
Feb. 22nd, 2023
Janet Helstrom NC
PLEASE DO NOT TRUST THIS COMPANY!!!! They ASED are CROOKS!!! I purchased THIS JUNK FROM MEDICAL LADYVTOLD ME MY TOTAL WOULD BE 33.00 I SAID BUT I WANTED THE FALL PROTECTION 10.00 MORE TOTAL WAS THEN 43.00. FURST UNIT I GOT WAS DEFECTIVE SO WAS THE SECOND ONE. I WAS ASSURED IT WOULD ALERT FOR HELP. IF FELL AND WAS UNCONSCIOUS. WELL I DID FALL WAS ON FLOOR RESCUE TEAM TOLD HOSPITAL 5 OR 6 DAYS. I WAS IN A COMA 2 WEEKS. IN HOSPITAL 5 MONTHS. RULE ISS PLEASE DO NOT TRUST THEM. MY RN TOLD ME THEY STOPPED USING THEM ALSO. WELL UNIT WAS DEFECTIVE TALKED TO 2 OTHER BUSINESS NO. ONE CAN GIVE YOU FALL SO THUS IS A QUICK SCAM TO GET 10.00 MORE FROM YOU! ALSO MY BILL WAS FOR 143.00 WHICH THEY REFUSED TO REFUND MY 143.00 SO NOW I AM PURSUING THEM IN SMALL CLAIMS ADEPT.
2 years ago
Reply from Medical Guardian
Hi Janet Helstrom, we received your review and we definitely understand your concern. Thank you for bringing this to our attention. At Medical Guardian, we pride ourselves in providing a great experience and peace of mind to our customers, and we want to make sure you receive nothing less. You can reach us directly by dialing 1-800-313-1191. We look forward to speaking with you soon.
Feb. 7th, 2023
Terry Eisnaugle
Well I sent back the device's ane was promised my refund in 3 to 5 days. I was told by David
That mt refund would be 3 to 5 days i confronted him about it. So 2 days ago i spoke with him and he had a whole different story
He said 30 days .I told him he was a lier
Not what he told me before... So i spoke with Eva she sair a check was a check mailed out
Keep in mund this company is in Pennsylvania also same as me she said the check was mailed
I haven t receiver anything yet.. I am about take this company to court i should have gotten this so called refund already..
I spoke with a Lawyer anr says i have a good case against this company... So i am about to go to court with this lying company.. So its their choice as i proceed with this judgement against them.. Beware people this company is horrible .. Bunch of liars
3 years ago Edited November 23, 2022
Reply from Medical Guardian
Hi Terry Eisnaugle, we received your review and we apologize for any inconvenience you have experienced with the billing for your account. At Medical Guardian, we pride ourselves in providing a great customer experience and it sounds like we didn’t do that. Please reach out to us directly by dialing 1-800-313-1191 so we can help make it right. We look forward to speaking with you soon and resolving this issue.
Feb. 6th, 2023
Larry hardy Mission, KS
I purchased medical guardian for my father. On 9/23/2022, my father fell, the device did not detect the fall even though I was paying for it- my father pushed the button for help 20 times, no one answered- three hours later I found him on the floor- he was extremely bruised and banged up- hospitalized for for a couple of days.
I called medical guardian explain the situation- the woman on the phone ran a couple of test on device and found it was defective-she told me some one would call me back- I never received a called- I called them back 4 days later- the woman said she was sending a new device- three weeks later I received a letter-telling me if I didn’t return old device-I’d be charged 345 dollars- the letter insinuated they did me a favor by sending the new device . Buyer beware horrible service horrible product
3 years ago
Reply from Medical Guardian
We are sorry to hear about the negative experience you had with one of our representatives. We will take the time to look into this situation and provide the necessary evaluation and retraining for the customer care representative. Again, we apologize for any difficulties you may have had. At Medical Guardian, we pride ourselves in providing a great customer experience and we want to make sure you receive nothing less. If you wish to discuss this matter further, you can reach us directly by dialing 1-800-313-1191. We look forward to speaking with you soon.
Feb. 9th, 2023
Carole Snowflake Philadelphia, PA
HORRIBLE EXPERIENCE I AM Extremely disappointed with this I was told I had fall protection and now I told it’s an extra fee. I was told it was included. I.am dissatisfied and mad I am a heart patient and I suffer from vertigo WHY would I not ask if it was not $520.40 plus $74.90 $10 extra month. for fall protection
However they couldn’t reach me for an EMERGENCY CALL That they placed to me and DID NOT CALL MY EMERGENCY CONTACTS to see if I was ok.I could have been laying here sick or unconscious and that DID NOT CHECK ON ME
THE RUN AROUND I’m getting is each person is giving this all to another person who cannot answer my questions They continue to pass each all to another person THIS ISA HORRIBLE WAY TO TREAT A PERSON WHO IN GOOD FAITH BOUGHT THIS FOR SAFETY REASONS
3 years ago
Audrey Jones Tallahassee, FL
It doesn't seem to be so easy to cancel. I'm told they will not cancel my service until the device is returned. I had to sit through an exhaustive sales pitch attempting to get me not to cancel my service. I found the device heavy and uncomfortable.
3 years ago
Charles Van De Weghe Minneapolis, MN
I purchased a Mini Guardian device for my elderly mother-in-law. One of the features that attracted me to this device was its "Advanced location tracking using WiFi & GPS" as touted on their public website. We have owned this device now for 2+ months and have yet to receive any usable location tracking information. I have contacted Medical Guardian several times to report this issue but am only now starting to see any location information in their customer portal. To date I have yet to get any usable near real time location information, so I consider this feature "broken" and effectively useless. I am very disappointed with Medical Guardian's lack of transparency regarding the root cause of this problem and their plans to fix it.
4 years ago
MLeicht1 York, PA
This is a horrible company to deal with when you have a billing issue -- even a minor one. I'm due a small refund because I overpaid (due to a communication error on their part). After four phone calls, two emails, and multiple promises of, "We'll look into it and call you back shortly," I've still made no progress. Never received any calls back. Have reported them to the Better Business Bureau, and, if necessary, I'll have to file a small claim against them -- all this rigmarole for an extremely minor issue that any normal company could remedy within 48 hours. Don't use this company if you value your sanity.
4 years ago
Erik Johnson Sacramento, CA
We had a unit for several years for my father. It was helpful to be able to monitor his health remotely. Unfortunately, Medical Guardian changed their equipment and discontinued key features for our father who is at risk of strokes--they had no motion detectors offered anymore but they did not advertise this feature going away. After talking to multiple agents by the phone we finally discovered this. Canceling the service was a horrible experience. There was no acknowledgement that this was an important feature for our safety and all their cancellation department did was be rude and abrupt as we tried to get our money back for a system that doesn't do what we need. In addition to this, we are having to mail this equipment back that does not meet our needs at our expense AND we have to pay for the service until they get it AND we have to pay a $50 "restocking fee".
4 years ago
Shelly D Baker Ozark, MO
My mother died in her home, when first responders arrived they pushed the button and nothing happened. When I was able to be notified and arrived I pushed the button nothing happened. I found the information and called them, I was told my mother or someone must have pushed a wrong button!!!! what wrong button. There is only 1 button on the machine. I was told I would be refunded based on a prorated basis, after they received the machine. UM NO! I better be refunded for the whole year because this machine failed! NO HELP came! if I could give less than a 1 rating I would. Don't waste your money go with LIFE ALERT!
4 years ago
Eric Dearstyne Lynnfield, MA
My wife has had 3 seizures over the last 4 months and most recently, she collapsed on the floor and was not conscious. The device never went off for any of the seizures. Luckily I was home and I called 911.
When I called Medical Guardian they tried to reset it and it still wouldn't work so the woman told me she would talk to a lab tech and call me back. That was 75 minutes ago. When I called them back, the operator told me they have to talk to the manufacturer and I may not get a response for up to 24 hours. We use this so my wife can be somewhat independent. I am currently taking the day off from work so I don't have to leave my wife home alone. Not a happy customer at all right now.
4 years ago
Kathy Harvey Richmond Hill, GA
I got everything for my mom by calling the company. Insurance, fall alert etc. my brothers helped set it up and they took it on a trial run and took her out to eat at a restaurant 30 miles away. They pushed the alert button and called them saying it was a test. They said that they could locate her and she was at her apartment. Very wrong! So they thought they got the gps set up again and she took it to the bank the next day and pushed the button and then tried to tell the items a test but they put her on hold. The ambulance went all over the tow square looking for her and didn’t find her. An apple phone could have located her much better! For over $800.00 this thing should work much better
4 years ago
Jeffrey Lowden Hamtramck, MI
Purchased medical to find that whenever I pushed alert button to test an address in a different state would show on their screen .
They did an unauthorized withdrawal on credit card raising annual rate never offering any upgrades
I finally canceled service sending final check and medical alert button to only address listed on invoice. I'm still receiving invoices and was told I sent check and alert button to wrong address and they would not cancel until they receive they receive alert button or sign a form saying I sent items to wrong address..what a hassle!
Poorly run company with poor customer service
Would NOT recommend medical guardian to any potential customer
4 years ago
F. E. Burton Seneca, SC
1. The device(s) they provided FAILED TWICE IN LESS THAN 1 YEAR.
2. At that time there was no technical support between 12;30pm Sat and 09:30am Monday - so you were just outa luck if you had a weekend technical problem
3. I cancelled my my service in August 2020 but they automatically charged my credit card in November 2020 for another year's service.
4. After rec'v'g my device on 1/28/21 they promised a refund to my credit card within another 30 days. My credit card's customer service confirms this happened.
5. FYI, since 1/6/21 I've lived in a retirement community which provides their own alert device and do not need Medical Guardian's.
4 years ago
Kyle Burkhart , PA
I ordered my system on 3/16 and money was immediately taken from my account, now on 3/18 I have still not received any shipping information. First I inquired on the website to send a message through their portal that states they will respond in 1 business day, once you fill that out and click contact us the website gives you an error. Then I tried to use the chat option to inquire about a tracking number and the chat agent's only response was to call in (what is the point of having a chat platform then?). Then today when I called in the customer service representative was not helpful and rude. This is not a great way to start off new business with a company. Since the order has been pending processing on their end for 3 business days I inquired if they would expedite the shipping and waive the cost since their website does not include processing time it only states for standard shipping it is 7-10 business days (this would start after the item has actually processed). I am rethinking now this company that I just opened an account with, this is not great customer service nor does it live up to the ratings on their website. I would potentially think twice before ordering from this company.
4 years ago
Reply from Medical Guardian
Greetings and thanks for reaching out. We are sorry you found your experience to be less than satisfactory. Please respond to the following private message with your email address and phone number so we can further investigate your experience.
Mar. 26th, 2021
Kim Higginbotham Stamford, CT
If it were possible, I would give this company negative stars for misrepresentation. I purchased the unit for my mother when we thought she had a stroke last February and she was in the hospital and then in rehab for physical therapy. I was assured when I purchased the device that I could return it at any time and receive a FULL refund minus a restocking fee of about $50-55 if the unit was never used or activated (which it wasn't).
I returned the device in November after talking to a representative. She assured me again that I would receive a refund within 30 days.
I called in December after waiting 30 days and after receiving an email stating that they received the device and would refund my money very soon and they were sorry for the delay. I called again in early January 2021 and they apologized for the delay and assured me they were going to expedite and rush my refund via the original payment method. I saw a one cent refund credited to my banking account and then it disappeared the following day. I waited a few days thinking it was just a test to make sure that the refund would go through.
Today was my third attempt to inquire about my refund. The representative put me on hold and came back and said that they made an error and I'm not receiving ANY REFUND. They apologized for the representative giving me the wrong information. I explained that I spoke with THREE different people who all said I would receive a FULL refund minus the restocking fee of about $50-55. I told her it's not your fault, but may I please talk to your supervisor? I was on hold about 10 minutes. The rep said that her supervisor would call me right back. She finally called me back and was professional but she said the information I was given was incorrect and there will not be a refund. She told me that not all of my calls were logged into their computer so she can only review one of the other call that was made in November. She called me back after reviewing the recording.
She insisted that the customer rep told me the refund would be pro-rated minus the restocking fee. I never recall anyone saying pro-rated but I went over the figure with the rep in November. She asked me how much money I would expect for the refund and I said about $550 - $600. She reviewed my account from the time we had the system and never disagreed with me. The supervisor told me that the representative was wrong and there were no other tapes that she could review. I basically have no leg to stand on. I told her I was completely flabbergasted and couldn’t believe that I wasn’t getting any refund. I told her I was at a loss of words. I was so angry but I didn’t know what to say. She said she skipped her lunch to review the tape. I kept saying that I didn’t know what to say and I was at a loss for words (I could think of mean things to say but I would never allow myself to do that if at all possible). I could tell by her tone that there was no other words to be said because she was standing her ground even though she was completely wrong according to my view. She was so curt over the phone, I couldn’t believe her incredibly poor customer service. She gave me her full name but I don’t feel comfortable putting her name in this review due to personal convictions. I’m absolutely disgusted with this company. Would I recommend this company? ABSOLUTELY NOT!
4 years ago
Reply from Medical Guardian
Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top of the line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our Customers and their families are of the utmost importance to us. A member of the customer care management team will be in touch with you shortly. In the meantime, a full refund will be issued back to your payment method. Please allow a few days for processing. Thank you.
Jan. 26th, 2021
Yasmin Elaine Waring Dallas, TX
I have had a MISERABLE experience trying to close this account. We used the service for a year. Thankfully, no emergencies. So, couldn't put it to the test. HOWEVER, when we tried to close the account and return the device, the process has been BRUTAL. We mailed the device back per their instructions and tried to contact several times to receive confirmation--left voicemail and email and no response. IN ADDITION they have been charging my account, which now shows inactive almost $60 for the last two months!!!! Further, they make it impossible to deselect autopay as an option!!! I DO NOT RECOMMEND THEM!
4 years ago Edited September 14, 2021
Paul Davidowitz Long Beach, NY
My mother has the MiniGuardian, and recently fell (first incident with the unit). The system did in fact summon an ambulance crew (my mother pressed the button). But the crew could not get into the house for 15 minutes -- until I noticed flashing red lights from the window and opened the front door (I was actually home, but was pre-occupied in a different part of the house).
What about the lockbox code? The crew was told by the dispatcher there was no such code. But after the incident, I called customer service and inquired about the lockbox code and the rep immediately told it to me! But the dispatcher (called the next day by pressing the button on the device) stated there was no lockbox code.
What about calling emergency contacts? None were called (including myself who is first in the list to be called). The customer service rep said that there were none in the system and that's why no one was called. I told him to pull up the scanned signed doc of the system agreement which he did, and he admitted that yes there were four emergency contacts listed. He could not explain why the info was not in the system.
A few days ago, it occurred to me to give Medical Guardian the garage keypad entry code (much easier entry than backdoor where lockbox is located). I was assured by a senior rep that the data would be transferred to the dispatch side within minutes. Four days later, alas the dispatcher (contacted via test button push) stated that the garage code was not in their system. Calling back to Medical Guardian in this regard was useless since they told me this code was in fact in the system (exactly same issue with lockbox code above). I finally got problem fixed by calling special Medical Guardian number on BBB website; this phone number is provided prior to someone writing a review about Medical Guardian, requesting that the number be called first. The problem was fixed within the hour!
Moral of the story: Do not assume that dispatcher has any data such as lockbox code, garage code, emergency contacts -- unless you can verify it yourself by doing a test button push.
4 years ago
Deborah Williams Chesapeake, VA
I would give it a minus star if I could. Their customer service reps are extremely rude and unhelpful. We purchased a Freedom device which is like a smart device. When tested during setup and the following month, it worked as advertised. For the last two months the device failed to connect to their network and never checked to see if the SOS was actually an emergency. When I called I was told it was due to a weak signal. However this was not the case earlier. If we cannot depend on this device to get mother help when she needs it, it is of no use to our family. Totally dissatisfied with this product and their support Will cancel service and go elsewhere for a dependable solution,
4 years ago
Ckern Stafford, VA
They sold us the watch, which did not work. After a couple of months, we returned it and got the button. It did not always work. Watch out for their scam cancellation policy (which they did not disclose when I purchased). They billed my card without a reminder. When I called to tell them my mom had died and had not been using the system since October, could they reverse the current charge. No - they have to get the equipment back (which I paid for!!!) and they will refund me any balance left after 30 days. Complete ripoff! Be careful before you sign up. It's almost impossible to cancel.
4 years ago
Kimberly Silvey Champaign, IL
I've had my mom fall twice since owning medical guardian. 1st time - the device said call failed - even when they researched it and it had a strong signal - so she did receive 911 but felt alone and scared while not knowing if the button she was pressing worked. So dispatch was sent out - however none of the rest of the emergency contacts where ever called so protocol failed. Then on the 2nd call - they answered and 911 was sent and they were on the line - but she told them to call her emergency contacts and still no call - it was within 30 mins that I called a logged a complaint with them for not calling any of the contacts which is their protocol per their sales person. Two strikes your out when it comes to providing service for two emergencies there is not going to be a 3rd.
5 years ago
Reply from Medical Guardian
Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top of the line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our Customers and their families are of the utmost importance to us. A member of the customer care team will reach to you shortly to review your complaint. Thank you!
Dec. 1st, 2020
Marlyce George
I liked that you were rated #1 and many of the features. Scot was most helpful in explaining the features and his willingness to answer my questions
5 years ago
Cliff Martin
Best features on a mobile device, customer service was outstanding! Sherry was highly knowledgeable of the product and guided me to get the best item for my price.
5 years ago
Sad senior ,
The people are nice, the equipment doesn’t. The person said I would get a new watch, it cam it was refurbished, the person said do the mini, it has a battery life of 5 days, got the info says 3 to 5 days, mine only lasts at the most 2 days. When these t me the device someone else information was in the box, before I knew the equipment was not reliable, I referred someone because it ranked high, they said I would get the $25, never did. My recommendation try another method and company, wish I would gone with the Iwatch or something similar that has reliable equipment. Also to correct things I must have had to call them more then 5 times and things were not corrected.
5 years ago
Reply from Medical Guardian
Greetings and thank you for the review. Please answer the following private message so we can investigate your account further. Thank you again for your review, and have a great day!
Nov. 6th, 2020
AVTAR CHAHAL San Jose, CA
I am existing customer and experienced no response three times in one month in emergency. The call goes to the exchange/command center and then transferred to
any agent which is time consuming and it happened me, somebody hit my car on Oct2,2020 and the call failed again. Its totally UNACCEPTABLE. came home and called
the police and found the person. VERY FRUSTRATING
5 years ago
Reply from Medical Guardian
Hello, Avtar. Thank you for your review. We are sorry that you had a less than satisfactory experience. Can you provide us with the full name on the account as well as the phone number associated with it so that we can investigate this for you? Thank you.
Oct. 6th, 2020
Cathi Hudson Goose Creek, SC
I received my Medical Guardian home unit 2 days later than promised; a full 12 days. What I received was not was I lead to believe during original sales call. The jewel medallion was not sent and when I called to inquire why, I was told that another $50 was needed and an additional monthly charge would be required!!! After being transferred to Return Dept with over 15 minute wait on hold, I was given an authorization code and told return shipping would be at my expense. No full refund would be promised until they received the unit back. And I’m supposed to trust them with mom’s security? No thank you! Find another service!
5 years ago
Reply from Medical Guardian
Hello, Cathi. Thank you for your review. We are sorry that you had a less than satisfactory experience. Can you provide us with the full name on the account as well as the phone number associated with it so that we can investigate this for you? Thank you.
Oct. 6th, 2020
Beth Furstenthal Oakland, CA
We got a Medical Guardian device for my husband and paid extra for fall detection because his main health problem is freezing and then falling and being unable to call for help because his voice as well as the rest of his body and brain has frozen. However, even though he falls frequently, his Medical Guardian almost never, and I mean almost never, activates when he falls. It does activate when he does simple things like take it off over his head. I would want a service where a voice would come on and ask if he were all right every time he falls. The company says that if he moves at all, they will not ask if he is all right. They will just assume he is unless he pushes the buttom. We paid just under $550.00 for a year's service, which we are cutting short.
5 years ago
Reply from Medical Guardian
Hi, Beth. Thank you for your review. We are sorry that the device did not meet your husband's needs and understand your needing to cancel. We're going to send you a private message with more information regarding your account. Thank you.
Sep. 2nd, 2020
Joy Bryant Nacogdoches, TX
ordered medical alert for my 90 yr old mother.... she fell twice, alert never worked. They replaced with a new one, it didn't work. Offered to send replacement again, you'd think they would have tested the first two. Returned equip. Medical alert didn't work. Paid $395.45 for yr. 5-29-20 Offer 1 month free. Didn't have it 2 mos b4 returning.
Refund was $306.25. Kept $89.20 Said was pro-rated & restock fee. I say total rip off. Equip never worked. Luckily my mother was able to get up herself both times... with only bruises... I am not a happy customer..... Try to get someone on the phone if you have a complaint or want a refund. They put you on eternal HOLD I left a msg & finally someone called me back 3 days later...
5 years ago
Reply from Medical Guardian
Hello Joy and thank you so much for the feedback! We are sorry to hear that you found your experience less than satisfactory. Please respond to the following private message and provide us with your account details so we can investigate your experience. Thank you again for the feedback Barbara, and have a great day!
Aug. 20th, 2020
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.
5 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.
5 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!
5 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
5 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.
5 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.
5 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.
5 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.
5 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.
5 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.
5 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.
5 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.
5 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!
.
5 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.
5 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.
5 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
