ComplaintsforMedical Guardian, LLC

• Initial Complaint

  02/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My father died over 2 years ago. As part of closing his estate I contacted them and supplied the required paperwork. (This is the ONLY company I have had such issues with). Fast forward to 2/13/2013. I have contacted them numerous times to remind them services are not needed. They decided to continue with billing anyway. Now they are emailing me collection notices. Each time I call I get shipped off to "***********************" to handle. I never hear from this guy. Nobody at this company can deal with my issue but ******, as so I'm told. For an elderly person (that needs such services) such blatant fraud is elder abuse. I recommend to any person reading my complaint to NOT engage with any services with this company-As once services commence cancelling is impossible, even for the dead!

  Business response

  02/23/2023

  
  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us. 

  We left a voicemail for Bill on 2/22/2023 at ************ stating that the account will be closed and cancelled as soon as we receive the signed Cease and Desist letter back.  We emailed it to the email we have on file at ************************.

  Again, we apologize for any inconvenience this may have caused.

• Initial Complaint

  02/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our father passed away on 2/2. We contacted Medical Guardian soon after to cancel service and were told service would be forced to continue service until they received a cancellation letter. We still have not received the cancellation letter and can not believe that this business is trying to scam us for more money while we are in such grief. This is outrageous and predatory towards families in distress. The customer service agent was trying to send the email to our deceased father. We told her we pay the bills. We get emails from you regularly. You obviously have our email on file. She finally admitted having it and assured us that the letter would be sent. As of 2/12 we have not received anything. Medical Guardian, do the right thing and cancel our service effective 2/2 - the date our father was no longer able to use the service. This is ridiculous and upsetting. Its so disheartening to see businesses take advance of families with elderly parents.

  Business response

  02/23/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  We apologize for any inconvenience you may have experienced.  The account is cancelled and closed as of 2/2/2023.  Once we receive the device back, we will refund the charge of $302.38 that we charged for the lost equipment.  Please call and provide the tracking number and let us know you have sent it back so we can apply the credit back to your card. 

  Again, we apologize for any inconvenience you may have experienced.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Customer Service ************************* CEO Not stopping Autopay Refund 3 months charges

  Business response

  02/23/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  We apologize for any inconvenience you may have experienced.  We emailed a Cease and Desist letter to ***************** on 2/22/2023.  Once we receive the signed letter back, we will cancel and close out the account.  

  Again, we apologize for any inconvenience you may have experienced.

  Customer response

  04/27/2023

  March 22, 2023 
  
  Dear Sir/Madam:

  The problem has not been resolved. Following are the bullet points 
  1. I am still being billed. The amount is adding and now it is increased to $119.85. This has been going on for since September 2022. I informed them that my wife had passed away. And, thus I did not need the Medical Alert. They kept on billing and I cleared the account in December just as a nuisance. The billing never stopped. So I cancelled the Auto Pay. I informed them with a letter. Copy attached 
  2. I wrote a detailed letter to *** ***** *****, President, Medical Alert on January 16t, 2023. Copy attached. 
  3. Not getting any response I lodged a complaint with BBB. 
  4. Your office was very kind and I received a call and informed that I have had no luck. 
  Unfortunately, I have a hearing impairment. I am 85 years old. 
  5. Please let me know what should I do to stop their billing me? I also read in the Client 
  reviews that this practice is not new and they have done the same thing to other clients. 
  I am hoping that BBB will help me in resolving this case. Also, is it not a case of ELDER ABUSE? 
  Thanking you, 
  Very truly yours, 

  Business response

  05/01/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  We apologize for any inconvenience you may have experienced and are very sorry for your loss.  Your account was closed and we backdated the cancellation date to 12/29/2022.  Again, we are sorry for your loss.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had used Medical Guardian (MG) for several years. On 2/1/22 my mom was rushed to the hospital. She has been unable to return to her house since that day, and now she resides in an assisted living facility. Sometime towards the end of Feb 2022, I called MG to see if we were able to cancel the remaining service, as she would no longer need it. The man I spoke to advised there would be no problem, and we did not have to return the equipment since it was out of date. Several months later, I had not heard anything from MG, so I called them again. Never heard another word from them. On 12/5/22, there was another payment of $503.40 taken out of my credit card. These payments are annual and paid in advance. So, now I have paid them $503.40 in Dec 21-22 and $503.40 in Dec 22-23. I did call MG on 1/27/23 and spoke to a woman named ****, who would email me a form to complete to close out my account. I provided her with my email, but I never received the form. I feel I have been taken advantage of. As I see from your website, I am not the only one.

  Business response

  02/23/2023

  Medical Guardian apologizes for any convenience you may have experienced. We pride ourselves on providing top-of-the-line I have paid them $503.40 in Dec 21-22 and $503.40 in Dec 22-23. I did call MG and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  We apologize for any inconvenience you may have experienced.  We spoke to ******** on 2/22/2023 and verified the email address on file.  We emailed a Cease and Desist letter and will backdate the refund to 1/27/2023.  Once we receive the signed Cease and Desist letter back, the account will be cancelled and closed.  Again, we apologize for any inconvenience you may have experienced.

  Customer response

  03/17/2023

  I am writing you in reference to the above Complaint. Medical Guardian did call me on 2/22/2023 regarding a Cease and Desist letter they were to email to me. I provided my email as they were requesting. I did call them back, spoke to someone else, to confirm I provided the correct email. This is the second time Medical Guardian contacted me advising me they were email me a form for me to sign and return to them. Never received either one. I am still looking for a payment from them.
  
  Sincerely,
  
  ******** *****  

• Initial Complaint

  01/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was charged on January 18th copy if my credit card statement attached. I have not done business with this company ever not sure how they got my CC number. They will not help me so I guess I will have to cancel credit card and report as fraud.

  Customer response

  03/06/2023

  The company did contact me and credited my card back.  I had to cancel card as it took them SO long to help me.  I guess one of their clients used my numbers for card was the final information I got?  Hard company to get help from acted like it was me?  Even tried to call other person my final call with them?

• Initial Complaint

  01/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A few years ago my grandfather had a medical accident. Since we don't live in the same state, I felt it would be a good idea to get him a medical alert device. I wanted to act quickly and Medical Guardian seemed decent, so I just went with that, not having much time for research. They sent the device, which was paid for outright, and they set me up on automatic monthly billing to mine and my wife's joint credit card. Sadly, on October 3rd, 2021 my grandfather passed away. It was a huge loss for our family so it took me a few weeks to gain my bearings. I called Medical Guardian to cancel the service since it was obviously no longer needed, and they told me that the account was in my grandfather's name so I couldn't cancel it. My wife spoke with them as well and was told they would send a letter I just had to sign off on, but when the letter came, it was to be signed by my grandfather who was no longer with us, and obviously I cannot sign on his behalf. We fought with them for a few months, getting nowhere, while they kept charging our card. In March of 2022 there was fraudulent activity on our credit card, so it was automatically cancelled, and therefore Medical Guardian could no longer charge us. That is when we started receiving collections threats. I still get emails from them to this day, even though it's been over a year since we requested the services to be stopped. It is very upsetting that this company preys on people during very challenging times in their lives and makes it nearly impossible to cancel the service especially if you're a family member trying to do something nice for another family member. I am requesting that they give me confirmation of cancellation of services, stop emailing me, and refund me for charges from October 2021 to March 2022, totalling $269.70, via check, to my current address.

  Business response

  02/09/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line ************* and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.

  On 2/8/2023 at 12:59p.m., we called ************* and left a detailed voicemail stating that on 10/29/2021 a detailed voicemail was left for ********* at ************.  We did not get a response regarding cancellation until 3/19/2022.  We sent multiple Cease and Desist letters and have not received the signed letter back.  The account was cancelled on 11/20/2022 for non payment.

  I apologize for any inconvenience you may have experienced.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Service was cancelled in June 2022, due to Mother passing away. In January 2023, they charged me another $632.37.

  Business response

  02/09/2023

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.

  Thank you for bringing this matter to our attention.  On 2/3/2023, we called **** at 1:40 p.m. and left a voicemail stating a full refund of $632.37 was issued.

  Again, we apologize for any inconvenience this may have caused.

  Customer response

  02/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a medical tracking device for my 83 year dad. I received the device on the 29th of December. Attempted to program the device but it would not work. Mind you I received it on a Friday charged it and attempted program in that Saturday. Contacted customer service they went through some steps and said give it a few minutes. Still did nit work. Called back spoke to a lady and she changed my email stated to give it 24 hours. Okay, waited 48 hours attempted still did not work. Called Monday morning they didcnot open until 9am. Called back at 9:30 was on hold until 11:45. When the guy came on I was upset I canceled the account. He gave me a RA# and stated once we receive the device we will give you a refund. They received it on 11/12 now states no refund because if though the device did not work it was active when it was shipped to me and they charged me a restocking fee and no refund is due. It did not work and I was told I would be refunded. I had to pay $11.00 to ship it back and I want my full refund. I had the device less than 5 days.

  Business response

  02/01/2023

  Thank you for bringing this matter to our attention.

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line customer care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.  

  We refunded $57.45 on 1/27/2023 to the credit card ending in ****.

  Again, please accept our apology for any inconvenience that may have been experienced.

  Customer response

  02/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  01/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband's medical alert device stopped working in November. They sent me a new one, and told me I could discard the old one. In December my husband passed away, and I cancelled service and returned the new device. The company however continues to harass me in several ways:- They continue to attempt to charge monthly fees from my credit card - They started saying that I need to return the original device or face a lost equipment fee of $350 I have tried calling multiple times, talking to supervisors who have confirmed that my service was cancelled and that my account would be cleared of the lost equipment flag since they had told me to discard the device. However.. the company continues to persist and I am at loss for how to get them to stop harassing me.

  Business response

  02/01/2023

   

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line customer care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us. 

  We called on 1/26/2023 and left a detailed message stating that the last Cease and Desist letter was sent out 1/4/2023.  In order to cancel the account, we need to receive the signed Cease and Desist letter.  Once we receive it, the account will be cancelled an no further billing will occur.

  Again, we apologize for any inconvenience this may have caused.  Thank you for bringing this matter to our attention.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased wearable on ****** for senior parent. Request for service via phone, no contract signed, only credit card provided. When service was no longer needed, company representative would not cancel service upon request, stated a document (never provided) must be submitted for approval and insisted purchased item must be returned to company before ending service. A written notice was provided via company website of service cancellation as well. Since, company has attempted charges against a canceled account, harassed 93 year old past user for payments, and issued a threat for payment of canceled services.

  Business response

  02/09/2023

  Thank you for bringing this matter to our attention.  

  Medical Guardian apologizes for any inconvenience you may have experienced. We pride ourselves on providing top-of-the-line Customer Care and hope you accept our apology for any experience that was not reflective of that. Our customers and their families are of the utmost importance to us.

  We contacted ******** at ************ on 2/8/2023 and left a voicemail stating that a Cease and Desist letter was emailed to ***************************************  Once we receive the signed Cease and Desist letter back, we can close out the account.  

  Again, we apologize for any inconvenience that may been experienced.

*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. ↩