Medical Alert by Connect America Review
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43 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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43 Customer Comments & Reviews
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While my mother was very pleased with her service, she recently disconnected it and returned the equipment in July 2024. However, she continued to be billed for her service. When I called on October 9th regarding a refund request, I was told it would be returned by November 9th 2024. Since we hadn't received the refund by that time, I called back on November 12 asking about the refund. This time I was told it was still being reviewed. When I asked to speak to a supervisor, I was told a supervisor would call me back in 24-48 hours. I was also told that they would send an email to their finance department, and it would take 3-5 days for a response. This is the most pathetic customer service... Read More
I just got my emergency response system, Medical Alert, and I have numerous concerns. Lest you think I am just a crotchety old lady (which at the moment I am), let me tell you my professional history--I am a retired RN, and the last twenty years of my career were spent working with the aging population assessing folks in their homes, determining what their needs were, and with their input and often their family's input as well, coming up with the best way to meet those needs. I was, and still am, an advocate for PERS buttons and harp about them to anyone who will listen, and I've probably ordered thousands of them for people in my career. When I called to order the unit (paid for... Read More
While I need an assisting device I do not have one yet. But I’ve been convinced this is the one by my mother, mother in law and father (who do have one), and by my wife, sister and co-workers who are in the medical field. It’s highly recommended and I am indeed considering it for myself
The customer service doesn't exist! I've tried to connect with a customer service person for the last month. I've called multiple times and was disconnected multiple times (10+ times) and when I was able to get through to a department, my call went to voice mail. I left messages and Never received a return call.
Although their emergency service is good... The results of an Excellent company is in their Customer Service!
A
Alex G
Customer Representative of Medical Alert by Connect America
Official Response
Customer Representative of Medical Alert by Connect America
Hi D,
I am very sorry for your difficulty in speaking with a customer service representative. We value our customers and appreciate the time you took to share your experience.
Please reach out to Customer Care with any additional questions or issues:
1-800-906-0872, or email customerresolutions@medicalalert.com.
Stay safe,
Alex
Customer Reviews Manager
Connect America Medical Alert
My mother purchased this product last year paying a year in advance. A man called about renewing trying to force her into another full year up front payment. She asked to pay monthly but they gave her a hard time. Eventually she told them she didnt want to use there product anymore and mailed it back to them. They were unprofessional on the phone to her on mult occasions. Then had the nerve to send her a bill after she did everything they told her to do in the timeframe they gave her at her own expense. Wow. I do not recommend this company to seniors.
Alex G
Customer Representative of Medical Alert by Connect America
Official Response
Customer Representative of Medical Alert by Connect America
Hi Pylisha,
Our billing is actually very simple and straightforward. We offer a lower rate if you pay annually. If your Mom wanted to switch to monthly after 1 year, that would change/increase the price that she pays for the system. Our sales people wouldn't be forcing her to do anything or give her a hard time. Instead, they are required to advise customers about the price change so they have all the information before making a decision.
Like most billed services, if there is an outstanding balance on the account, that would be billed to the customer to officially close out the account.
Hope this helps clarify.
Sincerely,
Alex
Customer Reviews Manager, Medical Alert
Worst! Device may be good, but if you need service - good luck on getting issue resolved!
Alex G
Customer Representative of Medical Alert by Connect America
Official Response
Customer Representative of Medical Alert by Connect America
Customers can escalate all complaints to customerresolutions@medicalalert.com or by calling 1-800-906-0872.
Thank you,
Alex
Customer Reviews Manager, Medical Alert
Your company sold my 92 year old father a Medical Alert System. Your sales people and tech people did their site check to ensure the system was good, and assured us that we didn't need to look any further, that your company would help and take of my father. Out of trust we not only purchased the system, but we purchased a full year. Two or three days after the order was made your company made sure that his system arrived ready for him to use. We unpacked it out of the box called the tech people to get the system up and running, upon testing, the system did not receive the cell coverage, even after multi test at different places in his house, the system did not work. OK fine, we were... Read More
Alex G
Customer Representative of Medical Alert by Connect America
Official Response
Customer Representative of Medical Alert by Connect America
Hi Mr. Pursel. I see you called on 10/16/19 to test the unit. The unit did not work at that time. A courtesy return label was e-mailed to you on 10/16/19. Medical Alert is allowed up to 30 to refund a customer’s money. We try very hard to refund within 2 weeks of receiving equipment, because our customers are on a fixed income. The equipment was received back on 10/30/19. A refund in full was issued on 11/13/19 to the credit card we have on file. You should see the refund in 3 to 5 days from that date based on your credit card company. If there is anything else we can do, please feel free to contact customerresolutions@medicalalert.com.
Had this company for couple of years. The push button will work , but, don't be fooled into thinking the automatic fall detector will work. My Mother fell, it didn't alert and she laid for three hours. I am in the process of stopping my service as we speak. I have proof of the button laying on the floor beside her. Supposedly if no movement is done it should have relayed for help. IT DID NOT. BE WARE.
Using old cell phone with charged battery is free and EXACTLY what this is. Ask questions, test your device and find out who you are reaching and what information they have on you.
Alex G
Customer Representative of Medical Alert by Connect America
Official Response
Customer Representative of Medical Alert by Connect America
Hi Joyce,
I appreciate your feedback, however, this is not an accurate comparison at all.
Customers wear our emergency alert bracelet or pendant at all times, so when they find themselves alone in a crisis situation (which tens of thousands of them do each year), all they have to do is push the button to get connected to help directly through the system’s base.
EMS will arrive to help, and the device will also automatically notify designated family and loved ones that there is an emergency.
The GPS system can get you instant help wherever you are.
Our mobile app lets caregivers know where you are, and provides other helpful alerts that give peace of mind.
Sincerely,
Alex
Customer Reviews Manager, Medical Alert
I have had Medical Alert for many years. Have always been satisfied But, recently had to have main unit and buttons replaced. Not a big deal But,
New Design on wrist band very disappointed only lasted about month and it cracked, glued it last about 8 hrs and broke in a different place so not even wearable. Never had the alert button break before only the bands.Poor Design.
Barb
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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