medicalguardian.com

I picked up this service for my 80 yo mother who lives alone, as she wanted something like this to f

I picked up this service for my 80 yo mother who lives alone, as she wanted something like this to feel more secure, in case something happens. The device was fine, the setup was easy. I have no complains about that part. Disclaimer - my mom actually never had to use the device for real emergency (thanks god). But when we did tests, it worked. I paid for the service for about 2 years. But then my mom confessed to me, that she doesn't actually wear device for a long time anymore. She didn't want to waste the money, so she asked me to cancel. That's where the problems started. There is no way to cancel the service online, you have to call for that. I called on January 31st, they seem to cancel the service, I received the email stating "We have received your request to cancel your services with us. We understand that each individual's situation is unique, and your safety is our top priority.". Cancelled, right? but, wait for it. First in the same email down there was another sell pitch: they offered to keep the membership for the price which was 60% lower. After the price was mentioned, there was this: "If you feel this aligns with your needs and decide to stay with us under this new monthly pricing, simply reply with "Keep my account active with my new monthly price." I didn't reply, didn't click on anything, as I didn't need lower price, I needed to cancel. On February 27th I received their regular email "This is your invoice XXX from Medical Guardian", and my credit card was charged again - for the full amount I was paying before, not even with discounted price. I called them again, and the guy on the phone kind of yelled at me, told me that I was supposed to receive an email with some paper I was supposed to sign and return to them that I do want to cancel (?) I told him that I received the confirmation that my cancellation request was received. But I have received nothing else. He told me in an irritated manner that I should receive it this time. I asked him to stay with me on the phone till I receive the email - normal practice with other companies customer service. He told he has no time for that, that he told me I will receive it, I should check my spam folder, and hang up on me. I waited for couple hours, checked my spam folder couple times - nothing. So I just contacted Chase (the bank of the credit card I was using), and asked them to dispute the transaction. Which they did immediately. And this tells you something too. I had to do dispute only twice in my life before, and I was asked to provide receipts, describe the situation etc. Here I just provided the date I received the cancellation confirmation and the phone number I called. This probably mean that I am not the only one, and Chase already dealt with the company before. So judge to yourself, if you want to deal with the, or not. To add to that, I got a call from them about a week after the guy yelled at me on the phone. I thought it was about cancellation and me disputing the charge, so I called them back. Wrong guess: they just wanted to sell me some extra service for extra charge, like I never cancelled....

Date of experience: Mar 09, 2026