Review Time
I am reaching out due to a recent experience that has raised significant concerns regarding the reliability of the service. I purchased a safety device for my mother, hoping to ensure her well-being — the assurance that help would be available if needed. However, her device recently malfunctioned, and after a diagnostic test, a staff member advised me to conduct a test call to verify its functionality. During the first test call, the phone rang for over two minutes before disconnecting without any follow-up. I attempted again, and the second call was only answered after more than two minutes of ringing. When I finally spoke to someone, the representative was quite dismissive of my concerns and seemed somewhat curt when stating that a team leader would return my call. To date, I have not received any follow-up. I recognize that call volumes can fluctuate, but for a service designed to support seniors and vulnerable individuals, this experience has severely undermined the sense of security and reassurance we anticipated when we signed up. As a result, I now feel uneasy about relying on this service for my mother’s safety and am exploring alternative options. I wanted to provide this feedback to highlight how such experiences impact families striving to protect their loved ones.
If you need prompt assistance, I would advise against this medical alert service. The response time is excessively slow, often requiring multiple transfers. They mandate monthly tests, which means you'll get quicker responses during those calls. I subscribed for a year but decided to cancel and requested a refund. They informed me it would take 30 days after receiving the unit, which they confirmed on November 3, 2025. I reminded them that same day about my refund, but they insisted on the 30-day processing time. When I called again on December 11, 2025, my request hadn't even been submitted. A representative promised to expedite it, saying I would hear back within 24-48 hours, but I never received that call. I typically avoid negative reviews unless a service fails to uphold its commitments, but now I intend to contact the Better Business Bureau.
If you expect timely help, I would not recommend this service. They take a long time to answer calls and often transfer you. They require monthly tests, which means you have to call them to inform them. I paid for a year but canceled and requested a refund. They said it would take 30 days after receiving the unit, which they confirmed on November 3, 2025. I reminded them on that day, but they emphasized the delay. On December 11, 2025, I called again, and my request hadn’t even been processed. A representative promised to expedite it, but I never received a follow-up call. I avoid negative reviews unless absolutely necessary, but now I will contact the Better Business Bureau.
Speaking with the representative helped clarify some uncertainties about my device. I was informed that the units were outdated and advised to disconnect mine. After doing so, I received a notice stating that I couldn't be contacted. I reconnected it, so everything should be fine now. Some staff need to provide accurate information.
I have relied on this service since a serious fall years ago. After multiple surgeries, I've had to use it several times, and the response is always quick, with kind and professional staff. The button is sensitive, leading to accidental activations, but the staff remains courteous even in those situations. I highly recommend this service to anyone in need.
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