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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TERRIBLE COMPANY TO DEAL WITH.....DEPLORABLE CUSTOMER SERVICE!!! I have been double billed for 7 months! I switched from a regular button....to GPS system.....I sent back the original equipment...they said they did not receive it, BUT determined I was in fact due a refund of $314.93....after months of asking for MY MONEY....I still don't have it!!!!!! Oh, and good luck getting to speak with a supervisor!!!!! Countless customer service reps have said "THE CHECKS IN THE MAIL"! WHAT A JOKE!!!!!!!!!
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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 Lisa,
Thanks for sharing your experience. If you are still having difficulty, please email susan.boyce(at)medicalalert.com from our escalation team with the best # to reach you and she will call you to sort this issue for you asap. Sincerely, Alex Customer Reviews Manager Medical Alert
My mother used Medical Alert for several months and had nothing but trouble with the equipment. It kept sending an ambulance when she didn’t need it. They called my sister-in-law and said Mom was out on the interstate at night and they were checking on her. She was actually at home! She fell once, and the equipment didn’t work. She tested it by pressing the button, and it still didn’t work. It was one malfunction after another. Whatever you do, don’t choose this company!
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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 Jane,
We are always checking various internet review sites to see what customers are saying, and I wanted to respond to yours even though it was left quite a few months ago.
Without knowing your Mom's name I can't look at the account to see what happened but I am sorry your Mom did not have a good experience. Medical Alert has hundreds of thousands of customers with devices that work exactly as they are meant to work when used properly.
We value our customers and appreciate the time you took to share your experience. Have a wonderful day.
Sincerely,
Alex
Customer Reviews Manager, Medical Alert
We required the fall detection pendant since this a main concern for my parent. I was present during a very hard fall and the pendant didn't activate. I investigated the company website and found "Automatic fall detection does not detect 100% of all falls. If able, users should always push their button when they need assistance". Based on my experience, Automatic Fall Detection is 100% USELESS and you are screwed if unable to push button after a fall.
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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 Mark,
It's highly unusual that this would happen with our fall detection devices. In fact, the fall detection typically goes off more often than necessary because it's so sensitive. It errs on the side of being more careful than less, and so will signal every type of incident from an actual fall to one that just mimics a fall (for example if someone sits down quickly) - so that the person will hear our operators answer and ask whether everything is ok. If they don't get a verbal response, help would be on the way immediately.
Please email my escalation team if you would like us to look into this and send you a new one. susan.boyce@medicalalert.com or call 800-226-5400, Ext. 0093.
We would love to help.
Sincerely, Alex Customer Reviews Manager, Medical Alert
DO NOT BUY FROM THIS COMPANY!!! GET IT SOMEWHERE ELSE 1. You always have to carry at list 2 devices. One of each is a size of your cell phone. They don't tell you that but its actually 3 differet devices to do GPS, panic, and fall alert 2. Fall alert not always works. DO NOT TRUST THEM if they say they'll mail a new one. They just stretching the time. 3. They do not cancel the service until they get equipment back, so no way you will be able to get it to them back in 15 days unless you send it next day And then, after 15 days (they got mine in 45 days), they will charge you for 3 months $120. Plus $38 if they take care of the shipping. AND THEY WILL OFFER RETURN SHIPPING... 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 Josh,
I am sorry your Mobile Elite system did not work out. Fall detection is optional and not mandatory.
Please email my escalation team if you would like us to look into this to sort any billing issues. susan.boyce@medicalalert.com or call 800-226-5400, Ext. 0093. We would love to help. Sincerely, Alex Customer Reviews Manager, Medical Alert
I am not happy with the service. It takes a very long time to get someone on the phone. I tried 4 times and had to explain my problem all over again each time. My unit is not working and when I finally did get someone who told me they would ship a new unit out which I would get onThursday (this is Sunday). When I asked why they couldn't send a technician, they said they don't do that and in any case if they did, there would be a charge for that, even though it is their unit that is malfunctioning. This means I am not covered for 5 days.
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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 Sylvia,
I don't know if you're still having issues, but I invite you to please reach out to my escalation team if you would like us to look into this and send you a new one or sort any outstanding billing issues or credits.
susan.boyce@medicalalert.com or call 800-226-5400, Ext. 0093. We would love to help. Sincerely, Alex Customer Reviews Manager, Medical Alert
Equipment was difficult to set up. After the death of my brother, I returned equipment as instructed in January. In March $89.85 was pulled from my account. I called and told them I had returned the unit. Today ( July 20) I received an email saying my payment of $89.85 was late. I called the company and the representative could not pull up any information about returned equipment. She could not find a tracking number and asked me for one. I found it and she immediately said they had received the unit in Jan. Somehow, I feel that I will get another email in three months saying they need another$89.85. Something is not right. Is this a scam????
When you pressing button in midnight they're not going to answer so you need to call 911 worst service ever
Great company and very reliable products! Thank you Connect America for the peace of mind!
The service my mother and I received from Medical Alert was incompetent and inexcusable. Make sure you know what to expect BEFORE you put yourself at the mercy of this company! Here’s what Medical Alert claims: “Press your Medical Alert button and you’ll be connected immediately to one of our operators. Our dedicated, supportive operator determines the exact help you need. Our operator will make sure you get the aid you need.” Here’s the reality: I pressed the Medical Alert button, spoke to a Medical Alert operator, told him that what was needed was an ambulance for my mother, who had fractured her hip. What Medical Alert sent was a FIRE-TRUCK with a team of firemen. Medical... Read More
his company is not BBB accredited! Be warned! I ordered Medicalalert for my mom after she fell and broke her hip. The customer service was initially very friendly. I asked a lot of questions and the product seemed to satisfy the basic requirements. They said there was a 90 day commitment after I signed and returned the contract. When I received the package, I immediately opened it to test the equipment. 1) one device didn't work AT ALL! 2) It took a very long time for someone to answer the alert call. 3) The base had very poor range. They couldn't hear me unless I spoke directly into the unit. Really ridiculous. Should have basic speaker range you get from a cell phone speaker or... Read More
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