Medical Alert by Connect America Review
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42 Customer Comments & Reviews - see all comments
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Founded in 2004, Medical Alert by Connect America is one of the nation’s largest independent provider of medical alert systems. The company offers a full suite of Home and Mobile medical alert solutions designed to provide 24/7 monitoring for emergency protection. Their systems feature lightweight wearable and waterproof components that can be equipped with Fall Detection. The company is headquartered in Philadelphia, Pennsylvania, and serves customers nationwide.
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42 Customer Comments & Reviews
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Do not be fooled with a false sense of security, the equipment did not work when my Mother fell and laid in the floor all night. The service was canceled and all of the equipment returned as instructed in March but they still billed for the service in April. Customer service was rude and now it will take 5 to 7 days for a refund. Stay away from this company.
terrible customer service. Your representatives are rude and cocky. I have called several times about the service and connection and was spoken to with attitude and rudeness. I am truly reserching other companies right now. There is no reason to talk down to people. I am a highly educated woman who spent many years dealing with the ederly and if you have a poor attitude and poor patience you need not be in customer service!!
I've had a bad experience with Medical Alert. My mom has used them for the past several years. We found out recently that they were taking out payments even though there was no one on the other line since February of 2018. When I called and asked why no one answered when my mom hit her button, they told me that the service had been off that long. They said they could only credit/refund 6 months of payments, saying that my mom was responsible to check on the service and hit the button at least once a month. I told them my mom is addled and was not able to remember to check on a service they're supposed to be providing anyway. I went on to say, "what if she checked the service and it went... Read More
I ordered this system for my mother. I discussed various payment options with the sales representative and opted for the quarterly payment plan as this saved me some money. I was told that I could cancel the service at any time. The phone connection in my mother's condo did not work with the system so I returned it. What I was not told was that if the system is not returned within 15 days your money is not refunded. I paid for 3 months and will not receive a refund for the 2 1/2 months that we will not be using the plan. Thank goodness I did not sign up for the yearly rate! My suggestion is only sign up for the monthly payment plan, that way if you return the system you only lose... Read More
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Alex G
Customer Representative of Medical Alert by Connect America
Official Response
Customer Representative of Medical Alert by Connect America
Hi Gillian,
I am not able to look into your account but I would like to help you.
Please email my escalation team if we can help sort the issue over this bill and clear the account. susan.boyce@medicalalert.com or call 800-226-5400, Ext. 0093.
I am very sorry for the billing issue.
Sincerely,
Alex G.
Customer Reviews Manager, Medical Alert
This company is not reliable,beware!!
They called me to test the two pendants I have and neighther worked all they kept doing was chirping battery ok which I know as I change them. The blue button on the front you could be dead and buried before they answer. Then another time (10mins.) later when I tried it just kept saying re dialing which would be not too comforting if you were in desperate need of help.
They are more expensive than other company's even though come with a high recommendation,so really shop around,I am doing that as been disabled and alone this system does not give Me peace of mind.
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Alex G
Customer Representative of Medical Alert by Connect America
Official Response
Customer Representative of Medical Alert by Connect America
Hi Maggie,
I am not able to look into your account to see what your issues were, but what you describe is not common for the hundreds of thousands of happy Medical Alert customers we have across the country. We save lives every day with our products and services.
Specific to your comment on response time, I would like to clarify that our response time is among the shortest in the industry. The few second delay you experience when pushing the button is the system sending your medical history and personal information to the dispatcher's desktop screen so when they answer your call for help, they know exactly to whom they are speaking, and they can see and understand your specific medical and health conditions. They will also know if you live in a house or apt, a building with an elevator, whether this is an emergency key outside, and any other critical information needed to get to you quickly, and get you safely to the hospital.
One more added benefit to them having your information: even if you injured in a way that you can't speak when you push the button, help will be sent and they will know your medical history already.
Other companies that may answer the phone immediately have no idea who they are speaking with, where you live, or your personal medical information.
Please call our escalation team if there's anything we can do for you: 800-226-5400, Ext. 0093.
Sincerely, Alex Customer Reviews Manager, Medical Alert
Bad customer service, don't expect to order online and have it arrive when needed, twice I did. The first time never got a call or an email, finally called to ask what the deal was and was told the phone number was not compatible because its a cell phone. Well I know that, it's my mothers voice line, how about specify on the form that they want the service line where it will be INSTALLED! Ok no problem ordered again entering the correct service number and 2 days later received a call that the centurylink landline is not compatible with the $19 dollar a month price, and it was possible to use that line, but requires a unit that cost $30 a month. I asked why a normal landline was not... Read More
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Alex G
Customer Representative of Medical Alert by Connect America
Official Response
Customer Representative of Medical Alert by Connect America
Hi Ed,
I am unable to look into your account since I don't see a last name included here in this review. We do not employ any bait and switch tactics and are only concerned with ensuring you have the proper medical device that will work in any emergency.
If you would like to understand more why a CenturyLink landline would not work with the $19/mo, please don't hesitate to reach out to our escalation team: susan.boyce@medicalalert.com or call 800-226-5400, Ext. 0093.
I am very sorry for any confusion you experienced when filling out the paperwork.
Sincerely, Alex G. Customer Reviews Manager, Medical Alert
I ordered Medic Alert for my 86 year old mom. Three times the alarm went off and dispatched EMT's when my mom was in the bed and not wearing the device. She cancelled the service and returned the equipment in the prepaid box you guys sent. She got a bill for an additional 3 months service. They kept calling her arguing with her that she owed this money. I called the number on the bill and told them to stop calling my mom and direct all calls to me and I would take care of whatever she owed. I gave them my address and phone info. I got a copy of the bill and reluctantly paid as all previous bills had been paid by bank draft. She just recently got another bill for the 3 months that I paid... Read More
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Alex G
Customer Representative of Medical Alert by Connect America
Official Response
Customer Representative of Medical Alert by Connect America
Hi Joe,
Please email my escalation team if we can help sort the issue over this bill and clear the account. susan.boyce@medicalalert.com or call 800-226-5400, Ext. 0093.
I am very sorry you had this issue.
Sincerely,
Alex
Customer Reviews Manager, Medical Alert
We are very pleased with Medical Alert they seem to be very alert with the system they call my mother very often to see if everything is ok not sure if mom he accidently hitting her button but they seem to be on top of it calling to see if everything is ok VERY PLEASED
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Alex G
Customer Representative of Medical Alert by Connect America
Official Response
Customer Representative of Medical Alert by Connect America
Thank you for the great review, Tammie!
Have a wonderful day, and stay safe.
Sincerely,
Alex
Customer Reviews Manager, Medical Alert
Every thing is a okay but not too happy being charged $60.00 for insurance on equipment after six months
Alex G
Customer Representative of Medical Alert by Connect America
Official Response
Customer Representative of Medical Alert by Connect America
Hi Susan, Thank you for being a valued customer of Medical Alert! Please email my escalation team if we can help sort the issue over this bill and clear up any details on the account. susan.boyce@medicalalert.com or call 800-226-5400, Ext. 0093. I am very sorry you had this issue. Sincerely, Alex Customer Reviews Manager, Medical Alert
Occasionally I hit the Medical Alert button accidentally and the person on
the answering end has always been nice about it. The important thing is that they always answered to make sure I was okay. Thanks Medical Alert!
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Alex G
Customer Representative of Medical Alert by Connect America
Official Response
Customer Representative of Medical Alert by Connect America
Thanks so much for your feedback! We value our customers and appreciate the time you took to share your experience.
Stay safe,
Alex
Customer Reviews Manager, Medical Alert
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