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“Horrific Customer Service”

Written on: 30/05/2015 by toniwhite (1 review written)

We signed my 89 year old mom up for Medical Alert in January. We tested the system and activated it on 1/16/2015. She signed the papers and mailed them in on 1/21/2015. As it turned out she fell on 1/24 (4 days after mailing the papers) and called my husband and me, rather than Medical Alert for help, since we live 5 minutes from her. She was fine, very bruised however, and we decided it was time she she moved in with us and then into an assisted living facility. I called Medical Alert to cancel the service... they had not yet received her paper work. I called a few days later after they received the contract and I cancelled service again and mailed back their system. After tracking information showed the Medical Alert device, buttons, etc had been delivered, I called and was told the return had not been entered into their system yet. A week later I called again and they did show the Medical Alert system had been recieved. I was told to wait about 2- 3 weeks for the account to be processed and they would be returning all money paid with exception of one month's payment. My mom had only used it about a week but no problem, I understand the 1 month minimum service charge. That was on about 2/12. I checked back a month later given my mom never received her refund check. After calling every 2-3 weeks, they finally told me the check for $269.55 (full amount minus one month service) had been issued and was being sent out on May 14th or 15th. I just called again today, May 29th, as my mom STILL had not received the check. I was told it went out yesterday and she should receive it soon. I asked to speak to a supervisor. The agent said she "understood my frustration but this was Medical Alert's policy on refunding money after accounts have been cancelled." I was told "a supervisor is available and to hold while I was being transferred". I sat on hold for over 37 minutes... I finally called Medical Alert from my cell phone only to get the message the office is closed. I was livid! In the mean time a supervisor called my mom on her cell phone and told her the account was going to be processed any day and she would receive $206... another $60 has been taken out from what they promised 3 months ago!!! What Medical Alert does is criminal! They refuse to refund you after service is terminated, then charge for several months they take to process your account. Now almost 4 months later in my mom's case! They are using your money the whole time. Now I'm curious as to how flagrant "their policy" is!? Perhaps this is the norm and they purposefully take advantage of older people who are not able to advocate for themselves. As well, if their client happens to pass away, do they also screw over the grieving families whom might never get reimbursed?? I happened to be very persistent and I still can not get the money they owe my mom. Feeling like since this is "their policy" it is likely the norm and if so, there should be a class action suit against Medical Alert

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