Medical Guardian Review

Horrible customer service! I updated my debit card today. It asked me to enter the amount and due date as well as the card information. My payment is due in three days, not today, so I entered the due date. My bank was charged. I got online to chat.

When I was connected to "Princess", I explained what happened. She asked if I entered a payment amount. I said yes. She then informed me that's why I was charged, I should have entered 0. Nowhere during this process did it say to enter 0. I told her that the website had asked me for the amount and due date, I said the 18th because I didn't want it taken out today as it wasn't due til then.

She responds that she doesn't see the payment has posted, just that it's pending until the 18th. I informed her it had already been deducted from my bank account. She then gives me the "it'll take 7-10 business days and whenever updating payment amount, you should always enter 0 so that you're not charged."

So, my money can be taken in 3 seconds but I can't get it refunded for something that was an error on your website for not saying to enter 0. It does me no good to know that helpful information after the charge was already made. I certainly didn't appreciate being made to feel like I should have known. If they want a 0 entered when updating a card, maybe mention it ANYWHERE during the process.

I'll be looking for a different place to handle my mom's at home medical help. If this is how poorly they handle a payment, I most certainly can't trust them with my mom.

Horrible service. Do not waste your money on this. Customer service is also rude and unhelpful. Returned the equipment with tracking and they say they didn't receive it even though the tracking says they did. It's shameful and unethical to be taking advantage of the people that need medical care.

This company is not only bad. They are dangerous. I have been paying for a medical pendant with fall protection for more than a year. My mother had several instances in which she fell and no one was notified. I called to find out the problem. The necklace was replaced. Her last fall was in the garage of her home. It was a hot Summer day. She passed out and she almost died.

I decided to replace this ineffective system with an Apple watch and an app which notifies the family if she falls. It is working perfectly. We do get false alarms but that is much better than no alarm. When I called to cancel the Guardian service, I was informed the fall service was never turned on. I had selected a device which allowed the service specifically for falls. I called because it was not working. A second pendant was sent. No one told me the service was not turned on or that it cost an additional $10. I feel the company stole money from me at a rate of $53 a month and purposely endangered the life of my mother. I urge you to find another company. This one is DANGEROUS!

My first device malfunctioned. Took over two hours to convince the company that l knew how to use it, but that 2 of the functions no longer worked. I recieved and had the replacement device activated yesterday. Followed the directions to return the defective one within 5 days to avoid paying $350.00. Nowhere was it indicated to allow the defective one to discharge fully instead. In fact, one issue was the on off button no longer worked.

Apparently as it was being returned via prepaid mail, it got jumbled and activated somewhere in the postal system. Why wasn't the old device deactivated rather than create two accounts? My first indication of a problem was firemen banging on my door. No calls to me, but calls were made to the 3 people on my emergency list, causing great anxiety and distress.

My sister got this watch for our mother. When she opened it up we realized that they had sent her a used watch. They corrected this by sending out a new watch. This watch stopped working within the year so we were sent out another watch. The worst part is their customer support line. If you call late in the day you are guaranteed to have the "answering service" cut in while you are on hold saying that they are busy and they would take my name and number and they would call you. I told them that I would prefer to wait, but this is not an option. When I asked when will they call back they just say that they will mark it as a priority which is just a tactic to make you feel better. Both times I had to waited with my mom until they closed not know if they would call me back or not and both times I had to call them back the next day. I told the answering service that I just wanted to activate the new watch but they couldn't do nothing. You have to think how do they run things when it a true emergency.

They were great at the beginning talked me into even getting a warranty agreement and they sent the information promptly however after activating it setting it up testing make sure they got everything and then just now having an actual medical emergency which machine would not work no one came when my parents press the buttons only to try to call customer service not once not twice three times as well as emailing for over a week and a half and no one has called me back answering services or they will call you back but they don’t I also asked for another necklace which I failed to get at the time when I actually activated the account took thinking back that should’ve been a clue of what their customer service and commitment is They however took my money probably very happily taking my money but no service in return

I purchased this system for my grandmother back in May and cancelled the service in July. When I called in to cancel they said they would mail me a letter that I needed to sign and return in order to cancel, which struck me as very odd. I did so and am still being charged for the service that I have now twice tried to cancel. I am disgusted by this company and would not recommend to anyone. Don’t know how long they’ll continue to bill me for this service I don’t want.

Was told I bought the equipment. Lie. Do not trust this company. They tell you falsehoods then bill your bank acct for non service. I had to cancel my bank card. I never signed up for services. So now they are coming after me for a full year of service that I never even set up. DO NOT TRUST MEDICAL GUARDIAN.

DO NOT TRUST THIS COMPANY. IT took 4 months of non service and problems for them to tell me they couldn’t provide service where I lived. Although I had no problems with another company. They kept trying to give me different devices that were not working but I was paying for. They also charge for every possible penny they can. From the day it is mailed before it’s even activated until the company deactivated AFTER they receive it. You have to pay for return shipping. They are only interested in making sales not the protection of customers.

After purchasing the Active unit and paying extra for 2 day shipping my mother in law will not be able to use it. She has a metal roof on her home and it blocks the GPS signal. The sales representative who was other wise very helpful did not ask if she had a metal roof. Medical guardian sells another unit but has a very limited range, not to be used outside the home. My mother in law does yard work which is where she recently fell. Very disappointed. Now we have to do more research to find a unit that will meet our needs

Terrible company (1) Take way TOO LONG to answer the phone. ALWAYS!! (2) Customer Service lacks sufficient familiarity with their products, and the process. FUNCTIONALLY INEPT. (3) If you have a problem with your equipment, the home office, apparently the only people who can help, are available only from 9-8. THINK ABOUT THIS ... 10:00 AT NIGHT AND YOUR SYSTEM STOPS WORKING...YOU CAN'T USE YOUR PENDANT TO SUMMON HELP IF NEEDED. Would have to call 911 --but what if you are diabled, live alone & you can't get to a phone. This is why you paid through the nose for Medical Guardian Protection. Very scary and insanely DANGEROUS. Disgusted.

My mother had this device for just about 3 months. I returned the unit since she was able to receive one through a state sponsored program. Her billing date was the 15th which they billed her credit card, they rec'd the unit back on the 18th. I expected to have some held back since it was after the billing date. When I spoke with the representative and I inquire how much she would get back, he informed me there is a restocking fee of about $35 or more. The monthly bill was $89.00 so essentially my mom will still end up paying most of the bill. This not Best Buy where they charge you a restocking fee if you open it up and return it. How else are you going to use the device if you don't open it. Whatever you do, always read the very fine print. Not a happy daughter.

The salesman who was so charismatic to promise me service and help with questions has never returned my calls or emails. Their “customer service” dept is inept and also pretend to provide personal service, but never follow through on actions promised. They now have my credit card for billing but recently billed me three times the cost and won’t refund for 7-10 day’s unlike other businesses who make it happen that day. Their directions for activation vary from salesperson to directions with the equipment to 6 different contacted customer service people. If I didn’t have to start over for my elderly confused Mother, I would change companies. Run as fast and far away from this company! There is no integrity for a company that pretends to care about people.

Please make sure you ask questions about being charge, if you return the equipment. I was charge 116.93 for not using the equipment. My suggest is to make sure you are explain when you return the equipment it is a restocking fee and they prorate your monthly charge. Lesson learned.