Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted with ******** ****** for monitoring device approximately 5 years ago. When I moved I returned the device to **** ****. MedGuard recently bought ******** business. MedGuard continues to charge me $19.95 per month since they acquired ********. MedGuard is still charging me $19.95 a month for a service I do not use.

  Business Response

  Date: 03/27/2025

  Cancellations occur automatically when the device is returned.  The client was advised of this on 3/6 when she called in.  Please return the unit to **** ****** ****** *********** ** ***** and the account will automatically terminate.  Thank you.

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In looking at my 2024 bank statements, I found that I had overpaid on my account twice. I contacted the company about my findings and I was told they had no record of my account being overpaid. Then, I faxed copies of the online check/banking information. I contacted the company to make sure they had received the faxed information. Also, I was informed that the manager would contact me in several days. Since, 2/11/25, I have tried multiple times to speak with the manager/director or acting director and was told he was either unavailable, gone for the day, or out on a family matter. As of 2/28/25 the director or acting director has made no attempt to reconcile this discrepancy. I have been a loyal faithful customer for several years and I feel I deserve to be treated better than what I have been getting from this company. This company needs to improve on customer relations.

  Business Response

  Date: 03/05/2025

  Good Morning.

  I do see that you spoke with one of the managers yesterday and your account has been corrected accordingly. We apologize for any inconvenience this may have caused. Your next due date is not till May of 2025.

   

  Again our deepest apologies for this accounting error.

   

  Thank You,

  Kevin C*******

  Director of Operations

  Customer Answer

  Date: 03/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  * *****

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father in law subscribed to MedGuard Alert, Inc. since 2018 at which they deducted $41.95 from his bank account each month. We had to place my father in law into a nursing home recently. Back on 1.27.2025 I spoke with Daisy @ MedGuard Alert and she informed me what to do in returning the equipment to them. Stated once equipment was received the service would be canceled. This was completed and MedGuard received the equipment back on 2.17.2025. On 2.13.2025 the amount of $41.95 was taken from the bank account and I was informed this was for the service period of 2.13.2025 thru 3.13.2025. I then called MedGuard on 2.21.2025 and spoke with Devan. I am looking for a refund for the time period that we no longer have this equipment (2.18.25 to 3.13.205). I was told they do not do refunds which I feel is wrong as we no longer have the service. I asked to speak to a supervisor which was not available. I left a message and it stated I would hear back from someone in 24 hours. Today, 2.26.25 I called MedGuard back and spoke with another person in customer service and he stated my message was never received. All I want is a refund for the time frame that we no longer have the service for. This is for my elderly father in law and he does not have the money to be wasting it. This is completely wrong of this company not to refund me for services that I no longer have. I also have the agreement that states if equipment is returned within 30 days of cancellation they will refund the subscriber.

  Business Response

  Date: 03/05/2025

  Good Morning,

  Typically refunds are only issued within a 30 day return of a product. In the name of good Customer Service though I will approve a refund. 

   

  Thank you,

  Kevin C*******

  Director of Operations 

  Customer Answer

  Date: 03/05/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Please have the refund sent to the following:

  ***** **** **** ****** ***** ****** ****** *** *****

  
  Sincerely,
  
  ******* **** 

• Initial Complaint

  Date:02/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother has dementia and I am taking care of her business affairs. Today I noticed a charge from Medguard Alert. I called the company to discover the details and to cancel the account (due to my mother not knowing the location or how to use the device). I spoke to a representative and explained that I had never seen the device being used by mother and that we would like to cancel the service. The rep explained that my mother would need to return both devices (apparently they sent her a second one due to problems with the first) or pay $200 per device. I explained that my mother has dementia and doesn't even recognize me by name, much less the location of a device that I have not once seen being used. The rep insisted that she understood, but that she could describe the device. I then explained that my mothers insurance policies are missing and I know what they look like and can't find them so I know it will be impossible to find whatever these things are. I feel that this company should be ashamed of themselves for preying on the elderly under the guise of helping them. This is a racket that needs to be stopped. I cannot believe that they won't understand the issues we face, especially since they are a company for the elderly.

  Business Response

  Date: 02/14/2025

  In the name of good customer service, MGA will waive the lost equipment fee and close out the account as of today 2/14/2025. 

   

  Thank you,

   

  Kevin C*******

  Director of Operations

• Initial Complaint

  Date:01/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account for my sister was closed and yet Medical Guardian has continued to try and place charges on a closed credit card. They have also tried to place charges for equipment that was never ordered- and these charges were placed after the account was closed. Email was sent back in Sept, 2024 from Medical Guardian confirming account was closed. This company has a very flawed system that is not customer friendly. They seem to be less than concerned about helping seniors and more concerned about the financial bottom line.

  Business Response

  Date: 01/27/2025

  We are not Medical Guardian you have the wrong Company.  BBB please delete this complaint.

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Med Guard Alert called my elderly mother on the phone, convinced her to sign up for an alert bracelet, that she didn’t need. My mother is elderly with short term, memory issues, so when I saw that they deducted $44.95 out of her checking account, I called to cancel her subscription the very next day. I have since made four different phone calls to this company to get my mother‘s $44.95. Returned to her checking account. According to the first phone call with David he said that wasn’t a problem because they had not sent out any of the equipment and that he would have it in the next 10 to 12 business days. I’ve subsequently called back and spoke with with Tom, Daisy and Destiny and one other person I can’t think of and it is now January 20 25 and they still not have not reimbursed her. This problem occurred October 8 of 2024. They told me they sent me a check out on October 30 to my address which I have never received and that was the first I had heard that today when I spoke with destiny. I understand it’s only $44.95 however, it’s the principle of the thing, and if they’re doing it to my mother, they are doing it to other elderly people as well

  Business Response

  Date: 01/14/2025

  Hi *********!

  The $44.95 was refunded by check and mailed on or about 11.1.2024. The refund was mailed to the address you had requested ** **** ** *********** ** *****.

  I have put in a request with our CFO to check to see if  check ****** has been cashed.

   

  If you have any questions or concerns, please feel free to reach out to me directly at ###-###-#### X ****

   

  Thank You!

  Kevin C*******

  Director of Operations

  Business Response

  Date: 01/14/2025

  Good Afternoon, 
  Please see the attached refund check in question. The refund check has been deposited by the consumer in the amount of $44.95.

  Thank You

  Kevin C*******

   

   

  Customer Answer

  Date: 01/21/2025

  I contacted MedGuard and left a message for Kevin who called me and said a check had been sent to my mom. That had MY mailing address and I can assure you I never received a check for my mom so she never cashed a check to be reimbursed. I left Kevin this same message, haven’t heard back from him. I’ll call him again tomorrow, I want a copy of the endorsed check to satisfy my answer. 

  Business Response

  Date: 01/22/2025

  Good Evening.

  Please find attached a copy of the deposited refund check that was mailed to your mother. As you can see, the check was clearly endorsed by her for deposit on 12/27/2024.

• Initial Complaint

  Date:07/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the daughter and I am handling all of my mother’s estate. She has this company medguard alert for if she was too fall she or anyone could call for help. Well she passed away 5/23/2024. I called them as soon as i received her death certificate and ask them to cancel out her alert system and they refused to do it. Said she has a contract and she has to fulfill it. I said she is deceased I can send you the death certificate. She said I had to find someone to take over her contract agreement. I said well I’m telling you do not take anymore money out of her account. Her contract is voided when she passed and it’s not my obligation to find you a new customer, that’s what you get paid for. Well they took out money in June and again in July. I called today and told her this is illegal to be doing. You can’t charge a deceased person. She said yes we can and we will nothing you can do about it. I said I was going to turn her into bbb and she said she didn’t care. You guys couldn’t do anything. I said I would call all news stations and report how they steal from elder and deceased family members. How you say you don’t care but you care about them falling. When you only care about getting money. Again she said she didn’t care and I would have to stop her through the bank and laughed and hung the phone up. This company doesn’t care about elderly they only care about getting money from them. My mom never used it.

  Business Response

  Date: 08/05/2024

  MedGuard Alert, Inc has always been focused on providing excellent customer service along with providing seniors with a sense of safety, even when living alone.

  At MedGuard Alert we pride ourselves on giving 100% everyday to ensure that our customers’ needs are being met.
  
  First and Foremost, MedGuard Alert, Inc would like to extend our deepest condolences on the passing of your mother.

  
  Upon reviewing the the calls that you had made into our call center, it was explained on multiple  occasions that you and the family were not responsible for the contract buyout and solely the estate was. It was also explained that the contract was completely optional. She chose to sign the contract to lock in the reduced rate.

  
  With that said, MedGuard Alert is committed to providing excellent customer service and will waive the contract buyout.

  
  Once the rented equipment is received back, all further billing will cease. As this is Medical Alarm equipment, the equipment remains active as long as the equipment is deployed. 
  
  Respectfully,
  Kevin C*******
  Director Of Call Center Operations
  ************* *****

• Initial Complaint

  Date:06/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When our Home Security System was delivered, it contained (2) unsolicited MedGuard Alerts. Since MedGuard Alerts, are not part of our order, they were considered gratuity for our Security system business. Subsequent receipt of Payment due notices, prompted a call to MedGuard’s Customer Service Dept. As I explained the MedGuards were not requested, therefore I felt no obligation for the bills, to discontinue the accounts. During my explanation, the CS Rep constantly interrupted and when I asked about returning the alerts, he hung up on me. I immediately called back and requested to speak with a supervisor, my call was routed to a voice mail where I was requested to leave my name, phone number and the reason for my call.

  Business Response

  Date: 06/04/2024

  Good Morning!

  MedGuard Alert, Inc recently acquired your account from **** ****. It looks as though you have been a customer with **** **** since May of 2020. I do apologize for any lack of quality customer service you may have received from them in the past. At MedGuard Alert we pride ourselves in providing the best customer service experience possible. 

  Please give our Customer Care Team a call at ###-###-#### and we would be happy to assist you.

   

  Thank You,

  Kevin Carducci

  Director of Operations

  ###-###-####

• Initial Complaint

  Date:01/22/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been financially responsible for my mother's active MEDGUARD alert bracelet. In November, the company called and told her that they had to send a replacement out (did not state anything about extending the contract). When the item was supposedly delivered, my mother never received it. She had attempted to contact the company and was told that they would send a replacement. The replacement got to her right at the beginning of a new billing cycle and she had 14 days to return the old one. It was put in the mail immediately upon the delivery of the replacement. The company failed to push the expected return date back and dual charged the month of December. I contacted an extremely rude representative with the company and the only fix was putting the additional payment towards one month of service. She was able to get services similar provided by another company for free due to disability recently. The company is telling me that continuation of the contract and continued billing are still my responsibility even though I (the financially responsible party) never signed nor agreed to this. I have stated that I will report the charges as fraudulent if continued billing occurs. Payments are set to recurring 39.95 a month and their stipulation for cancellation is that I either pay out till November 2025 or find someone else to "take over" the payments. I was yelled at and basically berated by their representatives and feel like this entire company is one big scam.

  Business Response

  Date: 01/22/2024

  To Whom It May Concern,

  
  MedGuard Alert, Inc is focused on providing excellent customer service along with providing seniors with a sense of safety, even when living alone. At MedGuard Alert we pride ourselves on giving 100% everyday to ensure that our customers’ needs are being met.

  Even though a contract renewal was signed, in the name of good customer service, MedGuard Alert, will waive the contractual obligation. 

  As such, once the equipment is returned, all billing will cease and there will be no further obligation

  Respectfully,
  Kevin Carducci
  Director Of  Operations
  (800)615-7537 x1802

  Customer Answer

  Date: 01/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
   
  

  Could the company provide me with the return details to send the device and confirmation that the account is closed. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/03/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my sister's service in early November of 2023. She had fallen into poor health and I admitted her into an assissted living facility and no longer needed the MedGuard Alert device. I returned the equipment on the same day that I cancelled the service, a service that was basically useless and one that she paid for over a number of years. She recently recieved yet another invoice for the service despite the cancellation. When I called to inquire about the invoice they informed me that they did not recieve the equipment. A rather dubious claim since it was not returned to sender. Unfortuantely I did not save the receipt and the Post Office could not help me track the package. Based on what I've read in other Better Buisness Bureau complaints filed against MedGuard Alert, I suspect that this is part of their playbook, see how much money that they can suck out of these accounts by preying on grieving family members who are overcome with the task of taking care of their loved ones. In fact, when I tried to cancel her service they still tried to keep my sister as a client by providing a discounted rate despite the fact that the device would be totally unnecessary in the assisted living facility. The resolution they offered me during today's call was to pay them approximately $300 for the equipment and they threatened me with sending a collection agency after us if we didn't pay up. Now that's what you call Customer Service. What I've discovered during the last three months of taking over my sister's affairs is that there's an endless supply of businesses like MedGuard Alert who prey on the elderly for profit. MedGuard Alert should be ashamed of themselves. They continue to send invoices to my sister expecting that in her diminished and fearful state that she'll keep paying. That's a **** of a business model, I hope your shareholders are happy.

  Business Response

  Date: 01/03/2024

  To Whom It May Concern,

  MedGuard Alert, Inc has always been focused on providing excellent customer service along with providing seniors with a sense of safety, even when living alone. At MGA we pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met.

  We take these type of allegations very seriously. Please give me a call directly so we can determine what transpired.

  
  Talk Soon,

  
  Kevin C*******

  Director Of Operations
  ###-###-#### X**** ***************************

  Business Response

  Date: 01/03/2024

  To Whom It May Concern,

  MedGuard Alert, Inc has always been focused on providing excellent customer service along with providing seniors with a sense of safety, even when living alone. At MGA we pride ourselves on giving our 100% every day to ensure that our customers’ needs are being met.

  We take these type of allegations very seriously. Please give me a call directly so we can determine what transpired.

  
  Talk Soon,

  
  Kevin C*******

  Director Of Operations
  ###-###-#### X**** ***************************

  Customer Answer

  Date: 01/03/2024

  After further discussion with my sister, ******** ********, I discovered that the MedGuard Alert equipment arrived at her door unsolicited and the invoices followed. Unkowingly she paid the invoices for years despite never executing an agreement for use of the equipment. And it appears that she may neverhave even used the equipment. I would like to add this information to the published report on your website if possible.

  Customer Answer

  Date: 01/03/2024

  After further discussion with my sister, ******** ********, I discovered that the MedGuard Alert equipment arrived at her door unsolicited and the invoices followed. Unkowingly she paid the invoices for years despite never executing an agreement for use of the equipment. And it appears that she may neverhave even used the equipment. I would like to add this information to the published report on your website if possible.

  Customer Answer

  Date: 01/11/2024

  ***** ************************* *************************** ***** ********* ******* *** **** ***** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********

   

  The issue has been resolved. Thanks so much for your prompt action on our behalf. You’re awesome.

   

  Regards,

   

  ****   ******* ** ******** ** ************ *************************

  Customer Answer

  Date: 01/11/2024

  ***** ************************* *************************** ***** ********* ******* *** **** ***** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********

   

  The issue has been resolved. Thanks so much for your prompt action on our behalf. You’re awesome.

   

  Regards,

   

  ****   ******* ** ******** ** ************ *************************