Medical Guardian Medical Alert Review
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609 Customer Comments & Reviews - see all comments
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Medical Guardian is a medical alert provider that was founded in 2005. Headquartered in Philadelphia, Pennsylvania, this company strives to offer services that are tailored to the consumer’s needs, complete with 24-hour monitoring. With its many plan options and devices, Medical Guardian stands out in the industry for product variety, the wide radius of its wireless devices, simple two-way communication, and for its 13, U.S. Based, 24/7 monitoring centers.
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609 Customer Comments & Reviews
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Very disappointed in their service. They charged my card when ordered on April 29, 2020. Unfortunately due to Covid 19, the shipment was delayed and was not received until after we moved my mother from her apartment to my home to continue her end of life care, this was on May 8, 2020 The equipment was received the week the week of May 10th and returned within a week or two, after my mother's passing on May 19. The equipment was never used/activated or even opened. Out of $251.64 charged, they are only offering me $140.21. It was explained to me by supervisor Robert, it was company policy. During this extremely difficult time for all of us "company policy" should not be the... Read More
Mark at medical guardian is a lifeline in and of himself. He was empathetic, kind spirited and eager to find the best fit for my mom possible. He explained the pros and cons and made the process (I can’t believe I’m saying this) enjoyable. The products are really varied and impressive but the guidance and care is irreplaceable. Thank you Mark and thank you Medical Guardian.
the fall down alert is not guaranteed to work. I held my pendant high in the air (as manual instructed) and there was no response. Manually pushing the button works. I called and explained the problem, relating that I have a seizure disorder and that the fall down feature is of upmost importance. The agent was very understanding but related that it is not 100%. I dropped it three times, non of which contacted a dispatcher.
Do not use Medical Guardian! My 93 year old mother fell in the garage, and she could not communicate with the operator despite being in the range of the monitor. When they called me, they were going to dispatch an ambulance to a different city. When I explained that she no longer was as that address, and that I had changed her location, the operator's response was "call customer service". I had to call a neighbor to come over and call 911 for me. When I complained about the operator, I was told that they just trained a new batch of operators, which obviously was not adequate. They would not refund me for the cancellation of service, and I also had to pay to ship the devices back to... Read More
Medical G
Employee of Medical Guardian Medical Alerts
Official Response
Employee of Medical Guardian Medical Alerts
Hello,
Thank you very much for feedback. We would like to apologize for your experience and situations such as these are very rare and infrequent. We would like to look into this issue and determine all of the facts and provide you our response and resolution. Could you please provide us with your mother's name and your phone number? Thank you.
- The Medical Guardian Team
Refused to refund full amount of amount charged initially - even when no contract was signed. Several called yielded different excuses although one said the remaining 10% was approved. My 5th call , when I spoke to a supervisor, who said ,if he approved it , they would refuse it.
Can not believe that such a big business would not be honorable enough to give a full refund. This was never revealed in any communication with them.
Caveat emptor
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Medical G
Employee of Medical Guardian Medical Alerts
Official Response
Employee of Medical Guardian Medical Alerts
Hello Bette,
Thank you for your valuable feedback. We'd like to take a look into your issue further and provide you with the best response possible. Could you please provide us with your full name and phone number so we can investigate?
Thank you.
- The Medical Guardian Team
Disappointment doesn’t even begin to describe our experience we have had with this company. In December we signed up our 86 mother with Medical Guardian. When we receive the device, we followed all protocol as the instructions instructed. We waited two weeks for setup when we did the first test to see if the equipment worked and it failed. Tried to call to check why the system was not working or why no one had called us back. We were on hold for fifty minutes before we were disconnected. Again, tried to call and was on hold for forty minutes when someone finally answered our call. The rep. stated they were only the answering service and that we would have to call back during business... Read More
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Medical G
Employee of Medical Guardian Medical Alerts
Official Response
Employee of Medical Guardian Medical Alerts
Hello Diana,
It does not appear that you are a Medical Guardian customer. It appears that you are a Connect America customer. Please call their customer service line at (800) 906-0872. Thank you.
Device works intermittently if at all and customer service is horrible. They say they will call you back but they never do. I am returning my device and would not recommend this company! I plan to share my review with Costco since they recommended and sold this device.
Medical G
Employee of Medical Guardian Medical Alerts
Official Response
Employee of Medical Guardian Medical Alerts
Hello. thank you so much for your review. We would like to investigate the issues that you are experiencing and offer a solution. Could you please provide us with your contact details in order to resolve this for you? Thank you!
I returned the medical guardian active after one month because they did not follow the protocol I had set up with them (contacting EMT and then me) in case my mother fell. My total cost for the unit along with fall detection and $6.99 per month in case the unit was damaged was $634.34 for the year. I requested a total refund, and I would like to add that the fall detection NEVER WORKED. I was refunded $513.11. I called the company and they said that they deducted the free shipping that I had originally received along with a restocking fee($50.00). I complained to the customer service rep and she did refund the $50.00, but I am still owed $71.23 which they won't refund. My advice is... Read More
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Medical G
Employee of Medical Guardian Medical Alerts
Official Response
Employee of Medical Guardian Medical Alerts
Hello Deborah, thank you for your review. We apologize for the issues you have experienced and we would like to look into your issue further. Could you please provide us with your contact details so we can investigate this matter and reach out to you with a solution? Thank you so much and have a great day!
I just bought the new freedom watch for my mother - i have tried calling Medical Guardian today 5 times to try to set up the account, each time to be put on hold with no one ever answering, eventually getting the answering service to take a message. No only could i not get in touch with them to set up the account, but i did a test "help" on the watch (which worked) but after the test call ended the person on the other end said she would cancel the call but the watch keeps saying "on call" and i can't turn if off! this a TERRIBLE 1st impression for a company that is for medical alerts! to not be able to reach anyone is unacceptable. And I am evaluating 4 companies and all of the other 3... Read More
Medical G
Employee of Medical Guardian Medical Alerts
Official Response
Employee of Medical Guardian Medical Alerts
Hello, thank you for your review. We apologize if you were unable to get in touch with us during our peak times of the year and did not have the best experience getting in touch with us to activate. It looks like you have already cancelled and have been fully refunded. Thank you so much for providing your valuable feedback!
I purchased a Medical Guardian Active for my 87 year old mother in Nov. I paid for one year along with the fall detection ($10.00/mth) and $6.99/mth in case of damage. ( I thought the fall detection was included which I found out wasn't which incurred the $10.00/mth fee.) When we tested the fall detection it didn't work and the reps didn't know why! When I purchased the device I requested that the EMT's would be notified first. On Dec. 13 my mother fell and activated the device. The rep did not contact the EMT's she called me first. The rep didn't even know where my mother was when she fell. I called the company and told them this was totally irresponsible on their part when the... Read More
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Medical G
Employee of Medical Guardian Medical Alerts
Official Response
Employee of Medical Guardian Medical Alerts
Hello Debra, thank you very much for your valuable feedback. We apologize if you experienced issues with the Fall Detection feature for your device and the dispatch protocol. You have already cancelled the service and we have refunded you in January. Thank you.
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