MEDICAL GUARDIAN LLC

Service reps were professional and responsive. Set up and testing was straight-forward. Pricing was competitive. All this provides peace of mind with aging parents

From the beginning, the device was sent without the batteries, then it took them seriously WEEKS to get it up and running and then it didn't work properly. So they sent a 2nd unit. The system (family guardian) is a good idea, but has been released before they have worked out all of the issues. The sensors, esp the door sensors do not work and when the system is reset, the motion sensors announce what room you are entering every time, which can be extremely annoying and useless to an elderly person. And to have the tech service department never call back....dont waste your money. We're sending it back and going with another system.

The only one of 3 I contacted who got back to me.

The price was transparent and less expensive than Life Alert for the same service, they were friendly and responsive to all my questions and provided excellent information, the equipment was delivered promptly, set up was easy, and the testing was successful. There have also been two accidental times the buttons have been pushed since installation and we got immediate response (the first time from the fire department before we sent in family contact info) and the second time they spoke to my dad on the speakerphone to verify my father was okay.

unknown

About as easy as it could be. Call center was very helpful. Got setup fast. Quality equipment and service. Cost a little bit more than had budgeted, but worth it.

The policies weren't adequately explained to me at all upfront, which was upsetting. However, the customer service people were very kind, concerned about the issues, and tried to help.

.

.

We returned the product assuming we would receive the full refund for the 3 prepaid months because the product NEVER WORKED.  After months of calling for status of refund - they decided they were only going to refund us the last month that we did not have the product.  NOT COOL!!!  This company is a crock and the product does not work.  don't waste your money.

I have the Gaudian Home Medical Alert System. It works really well and I feel very comfortable wearing it! I've tested it several times and even set it off by accident a couple of time and it worked perfectly.

We have had good experience with them and it has worked well.  We got it for my mother and my mother in law.  They station in their apartment and it is a wrist band that they can push if there is a problem.  They will send somebody and they have a code to get into the apartment.  They have used it and they have responded pretty quickly.  Their price seemed reasonable compared to the others that I looked at.

.

Let me just say: Be very careful in choosing your medical alert system. My 2 sisters & I chose Medical Guardian for our mother,(not before reading reviews & considering different ones),whom lives alone & has fallen a few times. We thought we had researched it well.....so much for that!!!
To begin:
1)They sent a defective system: a landline, didn't work....
then we had to wait approx. a week for the replacement one ( wireless)..thank goodness no emergency!!
2) then the paper work arrived. Information we had given them on the phone was incorrect,such as: emergency telephone numbers, contact names....(very important-life saving stuff here)...had to be corrected & mailed back
(&...... just so you know: 2-way communication from the panic button....doesn't exist.
4) the lock, to be used in an emergency never made it....we had to call & request it be mailed...REALLY??
5) my mother would walk into another room in her house..(approx. 5 feet) and we would do a test & one test we did, it took "15" minutes for a response....we contacted the company...they were sending her a new one...never received it!!  A few weeks later....
 6) well....my mother fell & guess what??? she was okay BUT the system failed her...it failed "all of us!". She was wearing her panic button, (the necklace) and it "does" have fall detection, & she even pressed her button, but the medical alarm call center never responded!! Later, my sister tried it & it didn't work.
 7) so in the matter of, I guess approx 8 weeks, we have given them the benefit of the doubt...till today!! My sister called them today & we are done!! She requested a credit on my mothers account for returning the system to them. ( she had paid for a year in advance)... "They", (she spoke to 3 different sales persons), advised us to mail it back with approx. $365.00 on insurance & to include a tracking number...all at "our" expense!!!!! AND they were refusing to credit her account and pressuring my sister to not cancel.She ended a call with them..after one of them stated to her, "do you not want to make sure your mom is safe?? don't you care about your mother??...
Well, we "do" care about the well-being & safety of our mother & that is precisely why we have returned it. We will be continuing to check her account to see if she has been credited (we have to wait for them to receive it first)...and if it doesn't happen... we will be contacting the better business bureau and filing a complaint.
We have experienced unscrupulous sales tactics, overcharging of fees, high pressure techniques, sales call harassment from Medical Guardian and thats not even the WORST of it.... Their product "did not" help save a life!!! Contrary to what the company states on their own Online site "Here at Medical Guardian we believe that we are doing more than selling medical alert devices; we?re saving lives. We treat each new customer as we would our own family members. We know that there's no room for error when an emergency strikes."
I conclude:  HELLO...anyone there??....help me.......I have fallen

No actual emergency occurred during service, however my mom's pendant which was equipped with fall technology  would occasionally self activate even while she was lying or sitting still. She reported that operators always questioned her appropriately to be sure she was ok. They were always polite and helpful.  About 4 weeks into service there was a  recording sent simultaneously  to my cell phone and to my home phone requesting an immediate call back regarding system activation. I was the first emergency contact listed so assumed there was an emergency. My husband called my mom while I called the number given on the recording. There was nothing going on with her at all but she had also received the recording. The first few times I called the line it was busy. After that it would ring several times before a recording would tell you to leave a message then immediately disconnect before you could do so.  I tried calling periodically for 3-4 hours and never got through. Later that same evening a message was left on my answering machine to call another number regarding paperwork. Tried that number for several minutes with no answer. Very disconcerting. The next morning when I actually got through the person was very apologetic but could only say that they were very, very busy the day before. No solution to the problem was offered.   Ironically, once I started the process of terminating service it confirmed my suspicion that manpower in this company is focused on sales, billing and retention ( trying to talk you out of cancelling). There is almost immediate pickup for those phone lines. When I called to cancel service "Valerie" blamed poor customer service access on a system snafu and promised that increased staffing was in the works. Once  told that I already had another service  in place she gave me instructions for returning Guardian's equipment at my expense, no prepaid return label available. At the end of the call I told her I would be reviewing the company on this site. She then offered a label to help improve the review. Told her the review would be honest regardless. She stated it was not possible to email the label and I received it a week later by mail. Please note that  even though you cancel service you are still charged for service until equipment is received and processed and the company will not automatically notify you of account status. Tracking is essential and follow up calls to the company necessary because the account closure/refund process is intentionally inefficient. There are days of delay between reception of the equipment and billing department notification. Past a certain day of the month you owe for the entire month. My credit card was credited about a week after the unit was received.

The sale people were pleasant. Other than that I have no way to rate the service since I did not use it.

It took a little longer than we would have liked to get the system, but once we did, it was perfect.  We WILL use this system again.  We love the fact that it uses the GPS process.

Rapid response. Recommend.

The problem is that the GPS unit is not in the necklace. It is a separate unit that the necklace syncs with. You have to carry the GPS unit in addition to or in place of the necklace. The GPS is larger than my cell phone.  And though it has a belt holster, I don't wear belts, so it has to go in my purse.  Besides taking up too much room, I'd hate to have to find it in my purse during an emergency. So, I rarely take it with me, making it useless if I'm away from home.  Also, if im at home wearing the necklace, and accidentally press the button, I have to race to the GPS device to tell them it is a false alarm, because the speaker is in the GPS, NOT THE NECKLACE.  If the necklace is too far from the GPS you could loose the pairing and not be connected, rendering it useless.

We had an inadvertent activation and they called when they didn't hear from us. It really helps alleviate our concern about leaving her
alone.

When you order be aware that your credit card is immediately charged and your first month begins.  Took 13 days to arrive.  Called Customer Care to locate shipment and learned that I was paying for service while waiting for shipment.  Customer Care tried to be responsive but supervisor did not respond to call.  Unlike other services, no benefit to pay quarterly rather than monthly.  Company called to assist with setup since alert was not immediately set up.  Helpful with testing.

It was very good.  They followed up incredibly well.  They sent it as soon as possible.  It was very easy to set up.  They sent it with enough information to my mom.  They said they sent stuff to me but they sent it to my mom and had to ask them twice but it was easy mistake and they took good care of it.  I highly recommend them.

.

Paige was the contact  and she was great, I had a few bumps in getting the service setup and getting the correct equipment in the beginning.  But with Paige and customer service contact she sat up they took care of the issues immediately and got my mother taken care of.  We have tested the unit, worked great, but thank goodness she hasn't had to use it.

Here's with the update.  This has been a scary procedure from the start.  First shipment I received someone else's equipment, and all their information on the service agreement.  Okay new system sent out-but not all of the parts were in the system.... so the lock had to be sent seperate.  Service agreement - incorrect info [typos on it because of the initial problem of not being found in the system.  Did the "tests" to make sure the system worked, it did, activated the account, sent the corrected service agreement in and received phone calls and emails that the system and account had not been setup or activated????  Then get a call after a complaint from a rep who acted like I had an issue because I'm concerned over my mother using this company for monitoring when we can't even get it confirmed that it is activated/setup.  So needless to say I'm very confused on this "deal".

They were professional and have a great product