Medical Alert

I purchased a Medical Alert system for my parents which included a fall detection device. This purchase was made in early November, 2024. The fall detection device gave repeated false alerts within the first day so I called the company, received return authorization, and returned the device to the company, using a prepaid shipping label that they provided. They told me they would refund $120 to me (the price of one year of Fall Detection). After over a month, they still had not refunded my money. I called numerous times, with wait times of nearly an hour on several occasions, only to be transferred to another person in an effort to resolve this issue. They never refunded my money, so I filed a dispute with my credit card company. On January 6, 2025 after investigating my complaint, my credit card company ruled in my favor and issued a permanent credit of $120 to my account. Medical Alert / Connect America NEVER gave me a refund though. Instead, they started calling my parents to try to extract from them the $120 that my credit card company credited to me. They have called and emailed my parents several times trying to trick them into paying the $120. WE OWE THEM NOTHING! I returned their fall detection device as instructed so we are now even since my credit card company credited my account. I called them today to get them to stop calling my parents and they told me that they are trying to recover the $120 that my credit card company credited back to my account, even though they have the device back. I am appalled at their business practices. This company is a nightmare!

I called in early October to cancel my mother's service and they received her unit back on October 18. We received a charge for the new year on my mother's VISA card on December 2nd. I called to ask why we were charged and was told that I didn't call back a second time to cancel the account. I was not told that I needed to call after the unit was returned. Wouldn't calling and telling them the first time to cancel the account and returning the unit right away signify that?? Now we have to wait 30 days from the time the credit was approved before the credit will be issued. Why was a charge incurred when we did not even have a unit in our possession? Elderly people living on social security should not be treated this way. Shame on you Medical Alert!!

The one experience we have had using Medical Alert went smoothly and efficient. So glad to have this product!

Don't expect to get your money totally back if the necklace doesn't work. You will be charged a restocking fee and you will be charged for the time you have it until you return the darn thing. I'm out $100 for something that didn't work

Unbelievably bad experience. DO NOT USE this company. I believe they outsource their customer support, are totally unresponsive to customer needs, and in my opinion use predatory sales practices. In my opinion, they stole money from us. They refused to upchannel complaints to people empowered to respond beyond canned statements from service providers in the Philippines. For us, complete disappointment. I hope they go out of business. My wife has been reduced to tears on multiple occassions by customer support personnel that, though they are polite, are simply reading canned responses that are designed to stiff arm complaints. Multiple times they promised to upchannel complaints and have supervisors respond to our complaints ... no return calls. Repeated calls to “billing” or “customer support” lead to outsourced call centers who are not empowered to resolve problems and have no ability to connect with CONUS personnel. Absolute and infuriating crap. Please do not buy their products. Please put these idiots out of business.

Medical Alert is charging us for a device we never requested or received. We have spent days/hours with the billing department with no resolution. We have requested to speak with a supervisor or manager, but there is never one available. They are supposed to have one call us back but that never happens. Dealing with their customer service and billing department has been a frustrating nightmare! You never get the same person twice and no one cares to resolve the problem. We were actually told by one employee that it was our problem, not theirs, and we would just have to deal with it. I would never recommend Medical Alert to anyone. They are there to sign you up and wash their hands of you afterward.

They contact EMS when I need them.

I have always had quick responses. Very reliable. Easy to use and affordable. I am very happy with my medical alert system it allows me to stay independent and live on my own. Thank you.

The fall sensor failed to work four times out of six falls. The most recent was a fall onto a concrete porch and then down off the porch four and a half feet onto the ground. He has been to the ER twice for falls but only one time did the fall detection device alert me or the EMTs. And yet the full device will go off if he gets up quickly from the couch or lies down for a nap and it falls to the pillow!

The they listen to my concerns

This is a terrible company. They prey on elderly and frail people. I have been handling my 96 yr old mother’s finances. She never used the system. I was charged for the last 3 years for a yearly fee. I never received any payment reminders or confirmation of payment. They are impossible to talk to on the phone. They put you on hold and often hang up and don’t call back. I wouldn’t recommend them to anyone.

When I was out of the house, I was called when my husband accidentally pressed the call button. I appreciate the quick response. Thank you !

Your staff called us right away when our parent fell and hit the button for help. They first called 911 and that was extremely helpful. Thank you!

The service itself worked but wasn't right for my parents. The problem was never getting a credit or refund for returned equipment. I had to call 4 times. They were also put on auto payment without this being explained. The billing staff were kind and helpful but explained we had to ask for a credit to be issued and then it would go to another department with 39 days wait. The final sad item was a $35 restocking fee for returning the equipment.

I recently fainted and you all sent help promptly when I pushed the button. My door was locked and they were able to get the keys out of the locked box. If I hadn't had the necklace, no telling when help would come.

I ordered the service on October 30th 2024 and at that time a dollar was taken out of my account. I received no equipment and no service and was supposed to have a second withdrawal of $118 on December 2nd. Prior to that time I canceled the service. Despite doing so they took $135.98 out of my account. I called Medical Alert, told them I'd received no services,no equipment. I expect d to refund. I was told it wot 30 days to replaefe the money. My bank told me if I got a statement from them stating that I had canceled the service they would process the refund in 3 days. When I called medical alert all they would provide me was a statement saying that I had paid $135.98 and had no balance. I called back and asked again for an invoice showing that the service was canceled.They had to "escalate "the request.I still have not received an invoice showing what I was supposed to be charged, what I was charged instead and that the service was canceled. Upon a receiving such an invoice I could dispute it with my bank and have results in 3 days.

Well I have hit the button on false alerts but the first I needed them they were on the spot I fell 82 years old and never have I fallen down but as soon as I hit the floor they were there on the spot I was so glad they help me I was home by myself Thank you for your help

The refund policy was not honored. I emailed Daniel H. over and over after he sent the refund label and the package (unopened) was received. Spoke to a rep (Maria E ) who told me that a refund was never initiated. Asked to speak with a manager and "they were busy." I will never see the 300 dollar refund. I wrote to the BBB and the company has no record of the purchase. I should have researched prior. Despicable. I can also provide, email exchange, refund label, tracking information and people I've spoken with. It gets better. They refunded less than half.

I have had nothing but problems since ordering a medical alert for my 93 year-old mother. After signing up and receiving the equipment, it was not compatible with the phone system in my mother’s assisted living facility. Medical alert sent two different units and neither one worked. I called the help line and they agreed to take them back and send a cellular based unit at the same price, which worked fine. I had paid a year in advance and soon began receiving monthly bills and charges on my credit card. I called customer service and spoke with Loretta. She told me there was a mistake on their end and assured me she corrected it. I continued to receive daily calls to my cell that our account was delinquent. I made several more calls to Loretta, who while very nice has not been able to resolve the issues. I contacted billing and demanded to speak with a supervisor. the told me one would call back. Of course that never happened and I continue to receive daily calls. I highly recommend you go elsewhere for your medical alert system.

This company is awful. Worst customer service and billing. Slow with sending out product, every call is someone that seems like they have no idea what to do or how to assist. No response. No one tells you the same information. Cancelled it and should have never used them.