Medical Guardian Medical Alert Review
Medical Guardian Medical Alert Review
ConsumersAdvocate.org
609 Customer 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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- Selection of At-Home & On-The-Go Devices
- 24/7 U.S. Monitoring Support
- Water-Resistant, Shower Safe
- Customer Portal for Activity Tracking & Connecting with Loved Ones
- Free Month with Annual Plans
Latest Medical Guardian Reviews
BUYER BEWARE!!! We had two of this product a couple of years. The first one (I don't remember the model name & #) didn't work. So we were going to cancel, but then a slick sales person talked us into getting another one, a replacement. The second one didn't work either. We discovered this when it was dropped by accident on the floor. We thought we'd get a call from the Medical Guardian service, but no. Then we dropped it on purpose, a few times, just to test it. Nope, no call. What an expensive piece of junk. Then when I called to cancel the $56.95/month AUTOMATIC DEDUCTIONS for their "service," they said they would only cancel it upon receipt of all parts of the device, and that we... Read More
NO GUARDIAN AT ALL! We ordered a Medical Guardian device from our mom in January of 2022 and paid the device fee of $636.18. Due to our mom’s insurance and social workers recommendation, she was not able to use the Medical Guardian Device and it was returned to the company. Today is April 18,2023 and Medical Guardian has not refunded the original cost AND in January of 2023 charged an annual fee of $539.16. After multiple conversations with Medical Guardian, they informed me that I need to submit a different form to cancel the annual fee. The cancellation form was submitted and a refund of $509.19 was returned, which was $29.97 short of the annual fee. When I contacted Medical Guardian,... Read More
My 81 year old mom wore the Medical Guardian pedant with fall detection in which she fell 3 separate times and it never prompted an attendant to ask through permanent if she needed help. The last fall was Dec. 24th, 2022 and she passed away and the device never activated. I called customer service to cancel service and also let them know that maybe device is faulty. They told me that they would reset device after I sent back for someone else to use. I told them they were seeing themselves up for a lawsuit if they didn't make sure that device is faulty before letting someone else uses it. It's really scary to know how much you pay for that device per year and it's a roll of the dice that... Read More
All is well on initial contact. Once the equipment arrived, none if the devices had been paired nor was there any mention during two subsequent calls that that might be the issue behind the devices not working. Once I finally got to an English speaking tech supporter, we pretty rapidly paired all the devices. She did say the pairing should have been done before the devices were sent. The next issue regards restocking fee of $50 once the devices are ready to be returned. This should be recognized as a potentially sensitive time yet one of the initial contacts was whistling. Perhaps all the medical alert companies are like this - not disclosing full details of return and shoddy quality... Read More
The Customer Care Associates do NOT know what they are selling. And the voice activation unit is a JOKE. It has a 6 foot range. A 6 foot range, are you kidding. And if you want the voice in the bathroom that only works with one model and you need to carry both the fall dependent and the base unit at all other times. My family is requiring me to have voice and fall alert but I'm not impressed.
AFTER READING THE REVIEWS I WON'T BE PURCHASING FROM YOU.
Ow deliveries. Extremely poor customer service experience.
Too bad for you. What a sad way to treat people
Thanks so much for looking at my mom Barbara Rose in Rialto! I am just glad that you are there for her because we worry about her falling at her age.
I tell everyone that your service is a must have for seniors who want some alone time without being alone.
I purchased two Mini Guardian VZ units for my parents on April 26, 2021. At the time of order delivery was promised at 10 business days and after a weeks passing with no notice of shipment I contacted customer care and was informed they were having warehouse issues and the orders were in process and would likely ship the first of the following week. The time came and went with no notice of shipment so I again contacted customer service and was informed they would ship shortly, with no definition of what shortly was and obviously the agent was not able to provide any further information I was left to wait the warehouse gods action. Well one unit shipped that week and after 11 business days... Read More
What a piece of junk. Nowhere is it explained how to set the time. It has never had my correct local time. I tried to get help setting it, but the agent I talked to didn't know how. I don't care about the calendar or the messages because I wear it on my right wrist because I have to have my regular watch on my left wrist to tell time. I've got a smart phone which keeps my messages and calendar.
I tried pushing the red button one time and when the agent finally responded and I explained that I read we should test the system once a month, he didn't believe me.
I have to keep wearing it because I promised my grandkids I would. They're the ones paying for it.
This company lies about their refund policy right on their website. It says there are no cancellation fees but when my sister died and I returned her unit they charged me a $50 cancellation fee. The sales people tell you there is no cancellation fee when you are purchasing the service but on the consumer agreement it is hidden in the fine print.
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
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
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
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.
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
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
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
I don’t know where all these “great” reviews are coming from because my experience with them has been hell on earth!! I returned the device the middle of July 2019, canceled the service and mailed my final payment. They CONTINUED to try to bill my Discover card TWICE after the cancellation and AFTER they received the device. I called and they even lied and said they never received it until I produced the tracking number. Then they said “oh yes, we did receive it.” The only reason it didn’t go through on my card was that Discover sent a new card with a new number since our card expiration was July. It’s September 30th and I’m continuing to be harassed by these people. I think I’d rather... Read More
Changed to Medical Guardian from Lifeline because Lifeline would not service once my mom had a pacemaker. Medical Guardian has been a total disappointment. She lives in a city within 50 miles of Atlanta; however, we've had constant issues with service they've blamed on inadequate 4G service. We have a call protocol in place; however, they go by what the person wearing the device tells them if a call is initiated. It doesn't seem to matter that person is 89 years old, is diabetic, has a heart condition and may be in the middle of an emergent situation. I've asked that call protocol be followed so that valuable response time isn't lost if she (my 89 year old mom who is in the middle of... Read More
We tried multiple times to reach the activation phone per your instructions with NO success, on multiple occasions, including yesterday 8/10/19. Each time we were on hold for at least 10 minutes and yesterday got an answering service who said someone would call in 30 minutes. Next day- no return call! This is no way to run a 24/7 service! We are planning to return the devices and cancel service through Medical Guardian! Exceptionally poor follow through after speedy initial sale!
Boston customer 8/11/19
Trying to get get in touch with someone on the phone line is a terrible! Moms necklet is not working and was/are trying to see about getting a new one and was on hold for 30 mins only to have someone tell me that they would have someone call me back in 30 mins. t's now been 8 hours. But when I when online like I was a new customer I got a call back in 1 min.
I have medical guardian. The few times I have used it, they show up right away.