Medical Guardian Medical Alert Review
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609 Customer Comments & 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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609 Customer Comments & Reviews
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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
Medical G
Employee of Medical Guardian Medical Alerts
Official Response
Employee of Medical Guardian Medical Alerts
Hello Carolyn, thank you for your review. We have reviewed your case and we have credited off the balance and the account has been cancelled. No money is due. No further action is required on your part. If there are any further questions, please let us know. Thank you.
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
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Medical G
Employee of Medical Guardian Medical Alerts
Official Response
Employee of Medical Guardian Medical Alerts
Hello Mitzie, thank you for your review. We take your feedback very seriously. We have talked discussed this situation with our monitoring center. We have decided to allow for an exception to our general protocol to accommodate for this situation. Essentially, if she presses her button we will dispatch help regardless if your mother states that she is okay. We would like to warn you that you cannot test the device like normal. Once you press the button, we will have to dispatch per your request. The general protocol is to call the base station and if there is no answer, we will call the primary home phone on the account. If no answer, we will dispatch emergency services. We can assure you we do find your concerns important. If you'd like to change the protocol on your account, we would be happy to do that for you. Thank you for choosing Medical Guardian!
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.
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Medical G
Employee of Medical Guardian Medical Alerts
Official Response
Employee of Medical Guardian Medical Alerts
Good morning Ken, could you provide us an account number, your name, and your best contact phone number? We want to reach out to resolve your issue ASAP. Thank you!
I have medical guardian. The few times I have used it, they show up right away.
Only negative, in our situation, is having to charge the pendant- my elderly sister tends to forget. Have been waiting nearly a month for an updated base charger and was told 3 times it would be sent fedex overnight. Still waiting for it. Customer service is great on the phone and have assured me the problem (address showing STREET instead of WAY 😡) will be corrected and MA would give us a one month credit on the bill. Love the emergency service but not happy with customer service.
For some reason, I have had several false alarms. I have either bumped into the button or hit it accidentally to set it off! Right away I am contacted to see if I have an emergency! The EMT’s showed up one day when I didn’t hear the call! These folks are right on and very nice to work with!
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Medical G
Employee of Medical Guardian Medical Alerts
Official Response
Employee of Medical Guardian Medical Alerts
Thank you for the review, Nancy. We're happy that you're a satisfied customer!
I am contemplating a medical alert system for my parents and thought Medical Guardian might be our choice based on reviews. However, I found the salesperson I spoke to was too aggressive and needs to be more sensitive when speaking to family members who are beginning the process. She only spoke about the most expensive GPS plan and when I asked to receive all the info she told me in writing (either brochure or plan outlining all she said) to review with my dad she seemed to scoff at the idea and said the company has been “green” for years. I’m all for green but sometimes people need to visually see their options, especially my dad who cannot hear well (she wanted to conference call him... Read More
Do not know how good the service is as did not use the first year and then got surprised by the renewal rate of $603 for the second year including taxes. $50 a month seems excessive.
When called to cancel the service was put on hold for 20 minutes and then hung up and called back a second time. In order to cancel the service , you have to return all their equipment at your cost.
Unless you are alone with tendencies to fall, I feel that a cell phone and 911 will work just as well if not better at no additional cost if you own a cell phone. On a Apple phone you do not even have to unlock the phone as on the bottom left of the screen is the word emergency. Just hit that.
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Medical G
Employee of Medical Guardian Medical Alerts
Official Response
Employee of Medical Guardian Medical Alerts
Roy, thank you for reaching out. We're sorry that your experience in canceling out your account did not go as smoothly as you wanted it to. If you need any additional assistance in this process, please don't hesitate to reach out to us directly at social@medialguardian.com. If you could provide us with the device user's full name, address, and phone number, this will help us in locating the account in question. Thanks again for reaching out!
I got the watch about a month ago. Due to the area I live in(The Villages, Fl) my watch does not always get a signal. This leaves me without coverage for help if needed. Be susre that you have good coverage before choosing this dvice.
Medical G
Employee of Medical Guardian Medical Alerts
Official Response
Employee of Medical Guardian Medical Alerts
Thank you for reaching out regarding your device. Unfortunately, signal issues may prevent certain users from appropriately using our devices. We see that you spoke with our Customer Care team about this issue. Please do not hesitate to reach back out to our Customer Care team if you need additional help with this situation or if you wish to cancel your account. Have a great day!
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