MedicalAlert

Don't trust Medical Alert! I set up the rental of this equipment for my mother. We paid one full year in advance. She was then billed another $30 3 months into service. I canceled then returned the equipment and called them. Then they are taking 5 weeks to return unused funds. I wish I didn't have to give them a whole star. The first time I called to get the money returned the lady would not listen to me at all. I had to get angry and call back before I could get someone with any brains; the first lady I was talking to kept talking over me making up some big lies about some agreements that we never signed. Don't go there!

We paid for an annual subscription for my brother to have a Medical Alert button. Before he could turn it on, he became so ill he was taken to the hospital. From there he went to a rehab hospital, after months of hospitalization, he was sent to Assisted Living. His Medical Alert system was never even activated. We were unable to find the button or charger. No problem, we paid for a year of insurance in case he lost it. That insurance is no good if you cancel and can't return the equipment. If I had gamed the system and had them send a new button and charger. It would have been free. I could have then returned the new button and charger for a full refund. Instead, after admitting this was true, they charged me $350 for the insured equipment and when I asked for a supervisor, they hung up on me.

The customer Service department lacks professional service with their call center. I've had contact with Renee several times regarding my account and every time I felt like I was not dealing with a legit company. She was not nice but rude and when I asked her for her immediate supervisor's contact, she refused to give me and stated there was no one available on a Saturday. Every time I have called both the main receptionist and Renee always sounded like you were putting them out of their way to assist you with your account.
Also, had a few times when testing the unit itself and it took up to five minutes before someone answered and I can not have that kind of assistance for my mother's situation.
Don't waste your money! Find a better company for your loved ones.
In my last attempt to address a situation on my account, I did end up being transferred to a very nice guy named Larry who was the only person I've ever spoken to at medical alert who seemed to be very attentive and did a great job assisting customers.
Unfortunately it's not enough to keep me as a customer.

My sister and I purchased a Medical Alert system for my mother. The website stated that there was a free 30 day trial period. I was also informed by the sales representative that we could call to cancel within 30 days if not satisfied. Upon receiving the device, my mother stated that she did not feel she could use the device. Thus, I called to cancel our subscription and to notify Medical Alert that we would be returning the equipment.

When I called to cancel, a customer service representative informed me that Medical Alert could send a different model/device, and that my mother could try that one instead to see if she felt more comfortable using the different model. The representative stated that if my mother did not like that device as well, then she could return it free of charge within 30 days. The representative described how the second device sent was different from the first one (which he described was the size of a tic tac bottle...). Thus, I described the device to my mother who indicated that she would try the second device.

My mother tried the second device, but still did not feel comfortable using it. Thus, I called again to indicate that my mother would be returning the device. After my mother returned the device, I waited for the refund which Medical alert stated would go back on the credit card that I used to purchase the device. A few weeks went by, and I did not receive any refund. Thus, I called Medical Alert, and was told that it would be a month before the refund was processed. A month went by, but I still did not receive a refund. I called Medical Alert again, and another representative stated that he would escalate the refund process.

I finally received a refund, but it was for $79 less than what I had paid. When I called Medical Alert again and spoke with a different representative (about the 5th representative I had spoken to since the process began), she indicated that a "processing fee" had been taken out from the refund. I explained that the other representative indicated that my mother could try the new device for free, but the representative stated that it was minus the processing fee. I asked the representative why the other representative did not tell me that there would be a processing fee, and she indicated that it was listed on my billing statement.

If anyone tries out a Medical Alert device, even if the advertisement states that it's a free trial period, they should be aware of a processing fee.

I am an elderly man who lives alone and signed up for this product for a year. I wish I had read these reviews before my purchase. Rather than rehash the technical problems I had with recharging the unit and failed test calls, which other reviewers cover, I will focus on their failure to refund my money after I canceled my contract 2 months early. The office person I dealt with to cancel my membership has failed to respond to 4 follow up emails. I have begun to suspect this company is engaged in illegal billing practices based on the reviews here. However, I have gone a step further than this critical review. A relative of mine formerly taught at Harvard Law School, and prior to that worked as a Federal Assistant DA in Manhattan for 5 years, and I now am consulting him about a possible fraud investigation. These reviews and my experience with Med Alert will be used in that determination. I suggest all of us consult legal authorities that govern licensing, etc. Since the company engages interstate commerce, Federal authorities have jurisdiction.

On May 29 we canceled the Medical Alert system for my mother, at that time we mailed it to the Medical Alert using there forms. The business continued her for to bill her fore June and July. I spoke with billing department and they indicated they did not know if the equipment had been returned but they were working from home and did not have access to this day. On July 21 i contacted them again and finally the could tell the equipment had been returned but they did not received until June 19 so they would not refund June, they will not accept a phone call to stop the service. They should have been able to determine when it was mailed.

I researched several companies last spring from my 89 year old father. This one seemed to fit all the needs I had for him. I talked to the phone rep two different times, asked every question imaginable. Wanted to pay for one year, everything at one time, and I asked SPECIFICALLY if there were any extra charges, I was told no, you have it all. When I ordered, I stated that everything was to go through me, not my father. Received the device and it was easy to set up and works as promised. That part was good. Then my father and I started getting bills. I called a person who had called my father and he said it was a billing mixed up, disregard it. So I did. Then the bills kept coming. They sent me multiple emails and I asked what the bill was for, never heard back. I finally called them and the rep could not help me, transferred me to a billing person. Turns out they called my father a few months back to sell him a "price guarantee" policy and a "service policy." What? First, nothing was suppose to go to him. Second, what is the price guarantee policy. Well, for $5 a month/$60 a year you can get guaranteed that the price of your unit will not go up! What? You are kidding me right? I did the math, the $60 a year "guarantee" would amount to an 11% increase by itself. Then they want $30 every three months for equipment protection insurance. You see, you don't really own this stuff, you are renting it. You will love this one, so I said for $120 a year I am buying insurance on something that costs $300? The person said, its not $300, it is only $30 every three months! Their business practices are very suspect, they do not follow through as they were told that I was the contact on the account, not my father. The product itself is very good, works as they said and we are happy with that but I can't get over the frustration of multiple phone calls and emails and nothing.

I was going to sign my dad up for Medical Alert's home monitoring service, but I noticed a couple things which made me decide not to buy. First, the price was somewhat higher (maybe $5/mo) than some other services that seemed to provide the same functions (emergency pendant, free warranty, etc.). But second, the Medical Alert system didn't seem to offer the fall detection service the Philips Lifeline has which I think seems pretty valuable. I guess it pays to check around instead of clicking a Google ad (which is how I found medicalalert.com).

The Medical Alert product was very unreliable. The device sits loosely in the charger, and sometimes loses contact without your knowing it, and stops charging. Even when charged, connection to the network is unreliable. It may connect, it may not. When I contacted them about this problem, they told me my device was unreliable because it was outdated. So they were knowingly have me use an unreliable outdated device for over two years. They offered to replace it, which they did. But the new device had the same problems. Eventually I returned it, enclosing with the return a letter asking them to close my account. They received the return and the instructions, but kept on charging my credit card. When I called and asked why the charges, they acknowledged that they received the return, but it is their policy to keep on billing until I call to cancel the account. Even though I had done it in writing, they want a call, and will continue charging you for a device they know has been returned! Anyway, they assured me that they will close the account and I won't receive any more bills. However, it's now been months since then, and I am still receiving bills. When you talk to their agent, the agent says he or she will note that, but next month it is the same story. It's as if no agent wants to record the cancellation. I've given up on this company. Either they can't get their act together, or this is deliberately unethical billing practice.

A year ago i ordered medical alert. When i plugged it in i had an issue where the cellular was too strong so decided to go with medical guardian which is great. Medical alert sent me label to send their equipment back. I sent it back. It is now a year later and i get calls every month from them telling me they never got the equipment and they keep wanting to charge me. How they think i am using it when there is no signal is beyond me- it never ends they call and call and all i can say is i sent it back. They then say they will call the finance dept and take care of it. They never do. Never. I must have spent hours on the phone with these people. It is now a year from the date i sent it back and they called me again. I am disabled as is my mother. That we have to deal with this company doing this is criminal. Stay away. If they can not even figure out where the item is or track a label but blame it on us and spend hours and hours calling us then something is amiss. I never had any problems with medical guardian and glad i use them. I feel like my blood pressure is high and head hurts from the call i just got. Great job medical alert. You suck.

Bought this service for my mom and canceled after a few months. We sent back the equipment and now suddenly 9 months later they are sending a bill for $150 for service we cancelled. They were supposed to refund the unused portion of what we paid for, never received that either.

The unit came 3 days late. Customer service is the worst I've seen. Mom fell 3 times unit did not work!

It ttook us forever too this account cloed for my father and then 5 months later i get call after call saying we still owed money, the service is terrrible and they are thiefs. DO NOT TRUST YOUR LOVED ONES WITH THIS SERVICE

I ordered MedicalAlert for my 82 and 84 year old parents. Customer service is awful! I had a difficult time getting bills but they would call and harass my parents about payment. My mom set off the fall pendant often, accidentally. The responders were rude to them about it. I canceled the service, sent back the equipment, they received the equipment on August 21 and sent me a bill on September 3. Now they are going to still make me pay the August bill. Stay away from this company!

After a dozen attempts to reach someone to correct account mistake and dunning notices, finally got "steve" from cancellation department who most genially agreed to rectify all problems and send a return label for a second unit. After a week with no action, called again and spoke with a lovely lady who said she would personally follow up. Weeks later, still no action - called again, left on line forever with no answer, for the umpteenth time.
They have the worst and most dishonest customer service. I was appalled!
Bob - new york
Folloe up

My mother in law has been harrassed on the phone for a month about a past due amount.
The company has her credit card for billing so how can she be past due?
Several calls made on her behalf and she is absolutely correct about this
Company - they are hard to reach as they are always "experiencing higher than
Normal phone activity". Very frustrating to the point we returned the equipment
Today at our cost of $30. We do not trust this company to cancel the account and
Stop billing, so the request to cancel was made on the phone, by fax and by mail/included
With returned equipment. Others have returned the equipment and keep getting billed.

They might have great medical alert service, but their customer/billing service is horrible.
An elderly person does not need the added stress of dealing with calling this company
Daily hoping to reach them, then having an unresolved issue after a month.

Our CVS Pharmacy promotes Medical Alert, but we will definitely do more research before signing
Up with another company.

We obtained a Medical Alert for my mother in August of 2017. Fortunately, she never had to use it, so I will assume it would have worked had she needed it. She passed away in January of this year. The problem lies in that I returned all of the equipment via FedEx on 1/4/18. I contacted MedicalAlert on 2/20/18 re: the status of my refund. I was told the account was cancelled and a refund would be issued that day. No refund was received. I contacted MedicalAlert again on 3/19/18, and was told the refund would be expedited & that I should allow 24 - 48 hours to see the credit to my bank account. STILL NO REFUND! Today, 4/16/18, I called and received a recording stating that "due to a system upgrade, we are unable to answer your call directly, however please leave a message... we will respond to you within the hour..." I left a message. We will see if I receive a return telephone call. At this point, I'm thinking the whole thing is a scam to take advantage of the elderly.

Medical Alert called my 80+ year old mother to up/sell the basic service I already provide for her. The used scare tactics, confused her and took advantage of her vulnerability. When she called back to cancel- they told her she couldn't- she never signed anything!
They call me to pay the bill- SHAME on you for not calling me and taking advantage of my mom! As a result - I am canceling basic service!

I was about to sign up for Medical Alert but found out that it doesn't work outside your house. So if you walk down the street and need help you're out of luck. I'm going to save my money and just get a cell phone with big buttons.

This company is not BBB accredited! Be warned!

I ordered Medicalalert for my mom after she fell and broke her hip. The customer service was initially very friendly. I asked a lot of questions and the product seemed to satisfy the basic requirements. They said there was a 90 day commitment after I signed and returned the contract. When I received the package, I immediately opened it to test the equipment.

1) one device didn't work AT ALL!
2) It took a very long time for someone to answer the alert call.
3) The base had very poor range. They couldn't hear me unless I spoke directly into the unit. Really ridiculous. Should have basic speaker range you get from a cell phone speaker or wireless handset. I can imagine my mom running into the kitchen to speak directly into the unit in fear of them calling the ambulance in case she accidentally presses the button. Running to get to the unit would end up causing her to trip and hurt herself! The unit would cause more harm than good.
4) The fall detection unit is so sensitive just walking around with it causes it to trigger an alarm. I triggered it SO many times just trying to move the box from one room to another. When I went to the Post Office to ship it back the unit kept going off in the box. Very stressful. I couldn't disable the unit.
5) The friendly customer service during the sale is nothing like the customer service when you report a problem. Unprofessional customer service than blame YOU for the problems with their device, making you feel like it's your fault for not knowing how to work.
6) And this is the worst part - what they don't tell you is that once you place the order you will be stuck paying 90 days. Even if you call to cancel before receiving the device (just FYI, there is no way to cancel or stop the shipment). Even if you refuse the package from FedEx. Even if they send you faulty broken equipment. Even if you return it. Even if you NEVER sign and return the contract. The minute you give your credit card number, they believe they are entitled to a 90 day payment.

Extremely dishonest company that takes advantage of the elderly and the family members trying to care for and protect them.

Also, the product is great in concept but not execution. If someone is outside gardening and accidentally hits the button, there should be a way to cancel the alert from the device or speak into it to talk to customer service. There should also be some blinking indicator on the device letting the person know it was activated. I guarantee if your loved one hit it on accident and had NO IDEA it happened and the ambulance showed up to their house, that would probably be the last time they wore it. Waste of money.

Please don't waste your money. Get them a smart watch or insist they keep their cell phone on them.

Bad customer service and very poor quality product. No excuse for a poor product, especially considering the advances in technology and how inexpensive it has become. Also if a device breaks and it doesn't call for aide, you are signing a contract that relieves them of any responsibility for a faulty device. It's your fault for not constantly testing it to make sure it works. You should always read the fine print before signing anything and this contract says it all!

Great system for my parents!