MobileHelp Reviews

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

Great customer service. My father died a few days after receiving the device and they gave us a full refund and were very compassionate about our loss.

Great response time for emergencies. Customer service has been outstanding. I have found MobileHelp to be a company I can trust my love ones with for quick response.

Good feeling of security...easy to use....don't fear falling with no help...goes anywhere...good customer service...trustworthy company...good reputation.

They were very helpful with all of the things I needed to secure a device and service for my sister who had cancer and lived alone in a very rural area.

My 81 yr old Dad LOOOVES it. He did not want anything, but Mobile Help is easy to understand and when they talk through the base, he hears them loud&clear.

Excellent, from the first second I called and then called back for more info, shipping time, everything was excellent. Purchased for my mom, she loves it !

I called them after former sec agent increased their prices another $100, Tje lady who answered described the benefits that cost $200 less with more offered.

Don't let the $19.95 price grab you. Although this is a very good item to have, if you are disabled/senior/handicapped, You will definitely need the extentions that cost double. This program is too costly for those of us who need it, to afford.

They answered all questions clearly without dodging details. Thus far they have delivered as promised . Tests have been correct and responses have been timely.

The fall detection option didn't work for me because it was too sensitive and constantly went off. Now I find the wrist one is making my wrist develop rashes. I have very sensitive skin. Must be something not good in the Plastic band. I will most likely cancel service.

They are quick to respond and customer service is great. Every time I have spoken with someone on the phone they have been very courteous and pleasant.

AFTER BEING TOLD THEIR WAS NO CONTRACT. I RECEIVED AN AGREEMENT TO SIGN, THAT DIDN'T HAVE THE LENGTH OR COST OF THE AGREEMENT. I CALLED & WAS TOLD TO PUSH # & I WOULDN'T LOSE MY PLACE & THEY WOULD CALL BACK. AFTER AN HOUR & NO CALL I CALLED. TOLD THEM I WANTED TO CANCEL BECAUSE OF THE ABOVE, IN ADDITION I WAS TOLD BY LEGAL IT WAS A CONTRACT/ AGREEMENT. RODNEY INSISTED IT WASN'T A, CONTRACT . HE TOLD ME IT WAS SHIPPED & I WOULD BE CHARGED. I CHECKED UPS & AT 3:30 PM THEY WERE WAITING FOR THE PACKAGE. IF IT ARRIVES I WILL RETURN IT, & NEVER RECOMMEND THIS COMPANY TO ANY ONE. READ ALL THEIR LEGALIZE & THEN YOU WILL KNOW WHY.

Features that others didn't have, special price deal I was given for my Mom, good customer service so far, it was received quickly after ordering, very easy to set up

Mobile help return my call promptly, answered all my questions and provided additional options. Essentially, they did exactly what they said they would do.

I paid up front $513 for 13 months of the base with the mobile unit along with a fall detect necklace and a bracelet. I accidentally pressed the fall detect a couple of times. I had the mobile receiver in my pocket. But the sound was so loud from the speaker that I could not understand them and they could not understand me. So they called me on my cell phone. Hey I can call for help on my cell phone without them! I called tech support 4 times over this issue and was finally told that they can't adjust the sound level on their mobile receiver speaker. So unless I fall on the plugged inbase unit, I can't communicate with them without using my cell phone. Before they got my $513, I was told that if I wasn't happy with it that it would be shipped back for free. Well, today I find out I get to pay for the shipping. Now isn't that insult injury! Buyer beware!!!

I had Mobile Help for almost 2 years and I got it for a different reason other than falling. I have terminal heart condition and can have heart attacks jokes in faint at any moment . I provided all of my medical history at the time I signed up along with doctors names hospitals medications taken and was told this would be transmitted to anyone who came to my aid so that they would be well informed as to where to send me who to call what to do ? That was not the case as I called the service the other day for an emergency and found out that neither responder firefighters and or ambulance had any medical history on me at all other than my address ? I wanted to be secure in knowing that if I was not conscious that the responders would have all my medical information and be able to act accordingly but now I am told I misunderstood. I did not need to pay $50 a month to push a button to have them do what I could do on my own by pushing my cell phone emergency button . If you just want someone to know when you fall and respond then this is probably a good service I wanted someone to know when I fell was unconscious and had all the background information to make informed decisions when they got to me ? The cancellation rate was rude and acted like I was unimportant and was uninformed on my own! Really . So I would suggest everyone have a false alarm just to see if you’re getting the service that you’re actually paying for before waiting years to find out you’re not getting what you’re paying for .

Customer Service was very helpful in getting process started. Explained everything thoroughly. No problems whatsoever. Very pleased with your company!

I have had this service a a while and they have been great in responding, billing and all customer Service. I would certainly recommend them to anyone.

Had an overly sensitive pendant , getting false alarms. Spoke to customer service and they sent me a replacement immediately. Always great customer service

The whole idea of the service is excellent. It is a shame that you have one very major downside. The button on the watch and necklace is too difficult for an elderly person to press. So, our system is really worthless. My 97 year old mother in law cannot press the button on the watch or necklace. She can press it on the remote unit. I called to see if there were other items that we could try that would be easier for her to press and the answer was that we could pay for something different. Your advertisement should really show the truth. You have to be strong enough to press the button for it to work for you. or, you have to have someone who is stronger to press the button. You should work with the manufacturer to make the necklace and watch better for everyone. I will be glad to discuss this with you.

I had this and one night when I rely need it did not work I ended up in intensive care for 3 days and this was the 2nd unit of there's that I had the 1st one didn't work 2nd one didn't work and after I got out of the hospital and called them about it they sent me a new one they tested it at my house and the 3rd one didn't work either. and now they haven't even offered me any thing not even some of my money back as I had it for over a year and like I said did not work at all I was lucky I was able to get to my phone and dill 911 as I was bleeding bad . So will never trust them . Alice W

My mom live 1000 plus miles away from me. They are great at contacting me whne alarm goes off and at helping get me information I need to asses the situation,

I had a false alarm happen and they were at my door in less than 10 minutes. I feel very confident especially when I am away from home, I know help will be whereever I am when needed. Terrific product and best friend.

I've never had to use the system for help, thankfully. But I do know the GPS system works because on a couple occasions, I've accidentally activated the alarm and the service has located me wherever I was. Good to know!

We have been very pleased with your product and the services you have provided since we purchased. Follow up has been great and response time has been exceptional.

I search my brain, looking for a way to improve upon the system, and I can't think of anything to add or change! Mobile Help thought of Everything!!

Overall good experience so far, but in my opinion, the time it takes for someone to answer an alarm is too long. Sales rep told me it would take 15-30 seconds. After I got the unit, customer support told me the average time is 90 seconds. Based on 2 tests I ran, the 90 seconds seems accurate. Since I already have a landline based system that takes 1/2 that time, I sent the MobileHelp system back. Yet to get a refund, lets see..........

MobileHelp provides an incredible service that's allowed my elderly mother to feel more comfortable and safe in her daily life. Easy to set up and amazing customer support.