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:04/08/2025

  Type:Service or Repair 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 used mobile help for 5 years and I have no complaints about the service. In January of this year, he entered into hospice and subsequently passed away. On 1/7/25. I called Mobile Help to cancel his service, and ask for instructions on how to return the equipment. They said they would email me instructions, I never received an email, so called back again requesting instructions and was again told that Id receive an email, never did. On 1/23/25 I mailed the equipment back by **** to *********************, **. It was delivered on 1/27. Tracking # **** 5106 9144 5023 3615 62. On 2/24/25 Mobile Help charged my credit card $419.40 for service for the upcoming year. I have called the company 3 times in total asking them to refund my money. Last time was on 3/21/25 when I spoke with ********. I have never received an email from the company despite them telling me I need to email them their cancellation form in order to get my money back. My late fathers name is ****** J ****** *************************************. All I am asking for is a refund of the money that was charged to my credit card. I appreciate any help you can give. ******** *****

  Customer Answer

  Date: 05/01/2025

  Mobile Help refunded my money. Im sure it was because of your intervention. Thank you very much 

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

• Initial Complaint

  Date:03/07/2025

  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.

  We purchased MobileHelp for my mom, and they were great to work with. My mom died suddenly on 12/27/24. I called MobileHelp to cancel the service (it renewed on 12/24 on my CC for $581.16) and to get instructions for returning the equipment. The *** gave me a shipping address (*****************************************************************************************) and a return number to include in the box, and said it would be about 30 days to process. I took her equipment to the post office, bought a shipping box and packed everything including the return number and mailed it. Shortly after, they sent a form letter to my late mother confirming we were canceling, which I signed and returned. After a month passed, I called and was told it was being processed and to wait another week. After more time passed, I called and was told they did not have the equipment I had returned and could not look for it without a tracking number (which I didn't have; I foolishly trusted them to handle it. After reviewing other complaints I see this is a common theme). I tried to get a tracking number from the post office after the fact, no luck. I called MobileHelp back several times and had to ask that they try to locate it in their warehouse, otherwise, no refund. I called mid-February, not only was the equipment still missing, the *** told me they did not have the 'cease and desist' letter I mailed back and he asked for a tracking number for that (see common theme). He said he'd email one; no email was received. I called back a few days later and was told by a different *** a supervisor would call me - no call. I called back and a *** emailed the form while I was on the phone (they were missing my email address) which I immediately returned. A partial refund was finally processed on 3/5 for $474.61. I called and was told there was a $50 'restocking fee' and the return was also 'prorated for discounts applied to the account' (?). I am requesting a full refund for the equipment and forms I returned in January.

  

  Business Response

  Date: 04/10/2025

  We are so sorry for your loss. Your experience is not indicative of the way we intend to do business. We'll ensure your refund promptly. Should you need anything further, please don't hesitate to reach out: Support | MedScope.

  All our best, 

  Medscope

   

   

  Customer Answer

  Date: 04/11/2025

   
  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:01/29/2025

  Type:Customer Service 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.

  1)NO customer service!! Horrible I have been having a problem with equipment. I have been trying for 3 days to get these people on the phone. NOBODY EVER answers the phone.This is a consistent problem with this company.I need for a complaint representative to call me and leave a DIRECT phone number where someone will answer the phone. 2)My account is set on autopay and this company is not taking the payments out. Causing a lot of problems. Payment methods are up to date. I need for someone to call me Desired Outcome/Settlement Desired Settlement: Contact by the business. I need a supervisor to call me. Leave a DIRECT phone number of a ************* frontline 800 or 877 phone numbers. The customer service representatives are incompetent.

  

  Business Response

  Date: 02/17/2025

  We have reached out to this member to resolve her issue. We are also having a manager reach out to make sure she is satisfied with the resolution 

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22871635
  
  I am rejecting this response because:
  They have not improved their customer service issues and website problems. I don't believe lower level management can solve these problems.  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 03/18/2025

  Ms. ********, 

   

  Thank you for bringing this to our attention. This is not indicative of the service we want to provide. One of our supervisors is attempting to reach you so we can resolve all perceived issues. 

   

  All our best, 

  Mobile Help

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair 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.

  Since you have acquired Medical Guardian and switched over to their systems, I have had nothing but issue after issue with my Mom's life alert system. She has been a customer for 5 years.I only received from you that the phone number was changing, nothing else about this acquisition.Each time I called another change was revealed. The equipment works differently than before.The first replacement of equipment I got after your acquisition wasn't even registered so I could not even set up. The equipment works differently (was not even informed) I found out by asking questions. I do NOT get text messages as I did before, even though enhancements were added by a supervisor. I do not get alerts anymore if the emergency for a false alarm. I continue to get mis information when I call. The list is endless of what is not working properly or working differently. Not by choice, but by what you now offer, I am being forced to look into other options. I am appalled at how this has been handled. I have spent more that 20+ hours working on this. I am my Mom's caregiver. She is 96 and still lives on her own. This system is my peace of mind which under Mobile Help you have given us, and now you have taken that away from me.

  

  Business Response

  Date: 11/15/2024

  We identified several issues that this customer experienced. On 11/8/2024 she was reached out to by our ************* team and is satisfied with the resolution. The customer confirmed that all of her issues are resolved. 

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22530718
  
  I am rejecting this response because:
  I still am NOT receiving emergency alerts, dead battery alerts and false alarm alerts by texting as I originally got. I only get emails. I was told they would get back to me about this ongoing issue yesterday, but I have heard nothing. 
  I also have never received a $75 credit promised me. 
  

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 12/30/2024

  Our team has attempted to work with the customer here to review any changes to desired experience with the notifications form what she has been receiving before. We have let the customer know that in the event of an emergency, she would be called and notified. 

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22530718
  
  I am rejecting this response because I do NOT get notification if its a false alarm. These are elderly people who live alone who know very little about technology.  That was the biggest selling feature when we extensively researched different systems. My Mom is 96 and successfully living on her own. Her health is great and her mind is 100% there. We are very blessed. Also, the whole system works differently than before. The *** monitor is so sensitive that it goes off in her purse when out all the time. The false alarm alert was one of the best features. Put my mind at ease, especially if it went off in middle of night or when I was out of town.  Now I have to call her at all hours to make sure its a false alarm. 
  I was given no notification all these changes were going to happen. I only found out because of my numerous calls and questions because I thought the system was not working right. The online app and website changed also without any notification. Again, I found out by asking numerous questions. The online app still doesnt work properly. How a business that serves the elderly can operate this one is very concerning. I will be researching other options in the New Year. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair 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 the service in May and device was deactivated. I mailed the equipment back but they claim they never received it. I paid $106.00 for the lost equipment. I was then charged $397.40 on October 15th for another full year of service. I contacted them and they said I would receive a refund of the $397.40. I still have not received it. I contacted them again and it still is not resolved. I have been dealing with this since May when I called to cancel.

  

  Business Response

  Date: 11/12/2024

  In order to properly cancel services for our members and ensure they sign off that their service is going to be discontinued, we require a signed cease and desist letter. We had not received this back from the member so their account continued to be active.

  
  We have reached out to the member to use this notification as a sign off on termination of services and reconcile their account. This member's issue can be considered rectified and we have confirmed this with the member.

  Customer Answer

  Date: 11/16/2024

   
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:09/30/2024

  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.

  I paid for a full year of service for my mother November 18, 2023. My mother passed away August 6, 2024. I notified them and was told I would receive a refund of the last three months of the year. I called to find out when I would receive the refund and was told I would not get one. I have talked with them numberous times and am told someone in management will call me back and nobody does. I just want my balance refunded. I paid them approx. $500. a year for 4 years and then $360.40 for the next 3 years. I think they should atleast refund the last 3 months of the last year which is about $92.35. I don't think that is too much to ask.

  

  Business Response

  Date: 10/03/2024

  The member signed up for the MobileHelp Cellular Classic system including our MobileHelp Connect Premium protection plan which carries an annual cost of $479.40. The member paid an annual discounted rate of $369.40 on 11/18/2023.  On 8/12/24, Ms. ******* called in to cancel service and the account was subsequently closed with receipt of equipment on 8/20/24. According to MobileHelps Terms and Conditions which is listed on our website under the Term and Termination section. When requested by you at time of termination, if you have a remaining balance of $15.00 or more, you will receive a prorated refund, based on the non-discounted rate, after we receive your complete System. The proration calculation is based on the number of full service months remaining. The customer had an unused amount of $14.75 based on the number of full service months remaining at the non-discounted rate and therefore was not due a refund.  Based on the situation and to accommodate the customers request, we will issue a refund in the amount of $92.35 as requested. We apologize for any inconvenience.  
  
  

  Customer Answer

  Date: 10/03/2024

   
  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.
  
  Sincerely,
  
  ****** Delanehy

  Customer Answer

  Date: 10/03/2024

  You sent me a message stating you consider this complaint resolved and closed.  I do not consider it closed until I receive the refund from Mobile Help.  I have no way of knowing if they are sending the money.  I thought that maybe they sent it through you.  Please let me know how I can be sure I will receive my refund.   Thank you.

• Initial Complaint

  Date:07/24/2024

  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.

  I was signed up with Mobile Help and had their service but decided to cancel in July. I called and told them I wanted to cancel and they took out a pmt of ***** on July 3rd, they said they could not cancel till they received the equipment. I sent the equipment back on July 5th *** and they received it on July 8th. I didnt use their service at all in July so I asked for a refund and I have been denied a refund. They said they had to receive it within 5 days to get a refund. I feel since I didnt use their service I should get a refund.

  

  Business Response

  Date: 07/25/2024

  We apologize for your recent experience with MobileHelp.  We will issue a refund in the amount of $49.32 to the card on file.  The refund may take up to 5 business days to appear on the credit card account.  Thank you for bringing this matter to our attention and giving us the opportunity to resolve it for you.  

  Customer Answer

  Date: 07/26/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/23/2024

  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 mother, *******************,73 and I(daughter, *******************) attempted to cancel her Mobile Help subscription multiple times since June 1st. We called Mobile Help customer service@************** on 6/1/24 to cancel. We were sent an email showing and telling us what we needed to return which was cellular base station and Mobile device. We were told account could not be closed until all equipment was received. That was returned postal tracking stated they received it on 6/5/24. We spoke with Mobile Help customer service on 6/12/24 via phone to see what the issue was after received a voicemail on 6/7/24 saying the account was past due. This is also after again confirming mobile device and base station had been sent back. I explained that they had received the equipment on 6/5/24 so why was the account still open and allegedly past due. The customer service rep then came up with a whole new set of equipment they needed that was not in the email they sent us for return. They now said they needed an older model base station from 2018, the mobile device was not returned which was not true and a fall pendant(which email clearly says you do not have to return fall pendant but we did). We were then sent an invoice for $291 for lost equipment on 6/13/24 and Mobile Help has continued to bill us a monthly fee as if we still have the equipment. My father and I went back to my mom's house on 6/13/24 to see if we could find defunct, older cellular base station from 2018. We did and it was mailed back with a tracking number. They received it on 6/18/24. I have spoken with customer service on 6/20, 7/5, and 7/18 to no avail every time getting a different story-the last being they never got the older base station, denied getting mobile device but somehow found that *** stated they needed the fall pendant which when I sais email says you don't have to return that but we did. **************** rep said yes you do not have to. Account remains open with monthly bill and $191 charge for lost euip.

  

  Business Response

  Date: 07/23/2024

  On June 1, 2024 the customer contacted ********************** to cancel service.  It was explained at that time that the billing would continue until all equipment was returned to MobileHelp,as per the terms and conditions of service.  On June 18th MobileHelp received all of the equipment except for a cellular base station and fall detection pendant.   The customer did later advise that all items in their possession were located and sent back to MobileHelp.  Unfortunately, we did not receive the older base station.  In order to expedite the resolution of this matter, we will write off the missing equipment and close the account immediately.   MobileHelp will cease all further collection efforts and considers this matter closed.  We apologize for any confusion or inconvenience this may have caused. 

  Customer Answer

  Date: 08/07/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/13/2024

  Type:Sales and Advertising 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 order this necklace and bracelet for my mother who is 85 years old and in bad health and they sent me the terms and conditions to sign before being billed *****. The representative ****** told me to read over it before being billed. After reading the terms and conditions I called back and spoke with a lady who I did not get her name because she was working from home and her animals were louder than her she said that the order had not been shipped yet and I would not be billed. As I was helping my mother with her bills later on that night I notice in her bank account a charge. So I call back and ******************* id#********** which his call center was in **********, ** and had no manager on duty said he canceled my account and I would receive a refund or my mom would whatever in a couple days. I believe this company preys on the elderly and should be investigated.

  

  Business Response

  Date: 02/14/2024

  **************** called in on Tuesday February 13, **** and signed up for service with MobileHelp.  The order in the amount of $68.45 was submitted with the customer on the phone.  The customer called back in later that day and requested cancellation.  **************** indicated she was cancelling because she didnt think she could take the system with her if she moved.  It was explained to her that she could call MobileHelp to update the address on file and then use the system in a new location.  **************** still wanted to cancel.  The order was cancelled and the credit card was not charged.  The credit card authorization for $68.45 will drop off of her account in 3 5 business days.  We apologize for any confusion or inconvenience this may have caused.  

• Initial Complaint

  Date:02/05/2024

  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.

  Renewed a 1 year Subscription on 1/23/23 for $457 (38.08/month) that paid the account in full until 2/16/24. Due to moving my mother to a nursing home the system was no longer needed. Clarified numerous times over a 6 yr period with MobileHelp and every year I renewed that if I paid the full yearly fee ahead of time, the contract could be canceled at anytime and I would be refunded for the remaining period left. This is also clearly written in the Terms and Conditions, ****************** section as follows: "You may terminate the service at any time by calling MobileHelp" and "You will received a prorated refund after we receive your Complete system." Notification was made of terminating services in later November 2023 under Cancellation #*******. All Equipment was confirmed received and account closed on December 14, 2023 under Return Ticket #*******. Based on this I was due a prorated refund for 2 months and 2 days of $457 (38.08/month). When I was never refunded I made numerous calls to MobileHelp **************** asking where my refund was. I was given the total run around every time and told I need to wait another few weeks. I was also told they had no access to the ******************** that does the refund and I could not talk to them direct. On my fifth follow up call on 2/5/24 since I was still not refunded, **************** then advised me I was not due a refund which is totally outrageous and contrary to the Terms and Conditions referenced above. At minimum I am due $78.70.

  

  Business Response

  Date: 02/06/2024

  ****************** had the MobileHelp Solo system with Fall Detection and Connect Premium service.  *********** carries an annual cost of $575.40 annually.  ****************** paid a discounted rate of $457.00.  ****************** called MobileHelp on December 7, 2023 to cancel service.  The representative explained that the billing would continue until the complete system was returned to MobileHelp.  The equipment was received by MobileHelp and the account was cancelled on December 14, 2023.  According to MobileHelps Terms and Conditions under the Term and Termination section, you will receive a prorated refund, based on the non-discounted rate, after we receive your complete System. The proration calculation is based on non-discounted rate for full-service months remaining which is why there was no refund.   As a courtesy, we will refund $78.70 to the customer and apologize for any confusion.  

  Customer Answer

  Date: 02/06/2024

  The response contains inaccurate information as the attachment shows. According to MobileHelps Terms and Conditions under the Term and Termination section, it clearly states only  you will receive a prorated refund" there is no mention of what I was told on the phone after the fifth call to **************** on 2/5/24 and what they are claiming now of "based on the non-discounted rate".  For the record I want this documented.

  Customer Answer

  Date: 02/06/2024

  See highlighted contract

  Customer Answer

  Date: 02/06/2024

  See highlighted contract

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21249484
  
  The response contains inaccurate information as the attachment shows which I have highlighted. According to MobileHelps Terms and Conditions under the Term and Termination section, it clearly states only  you will receive a prorated refund". There is no mention of what I was told on the phone after the fifth call to **************** on 2/5/24 and what they are claiming now of this language "based on the non-discounted rate".  For the record I want this documented. Based on all the hours of my time on the phone as well as having to file this complaint I have lost  as well as stress, aggravation it has caused in addition to MobileHelp not providing accurate information about the Terms and Condition, I am requesting an additional refund above the $78.70 due to me.  

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/07/2024

  ****************** is correct in that his version of the Terms and Conditions of Use from 2017 states you will receive a prorated refund in the Terms and Termination section of the agreement. It also states Company may post updates to these Terms and Conditions of Use on its website (www.mobilehelp.com) in the Updates section of the agreement. The current version of the Terms and Conditions of Use states you will receive a prorated refund, based on the non-discounted rate."  Regardless, we appreciated having *************************** as our customer and will double the refund provided for his time and inconvenience. 
  
  

  Customer Answer

  Date: 02/08/2024

   
  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.
  
  Sincerely,
  
  ***********************