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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/16/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
I contacted Medical Guardian in 2022 and requested to cancel my monthly subscription because my father, *************************, was not using the service. I was told I would have to cancel in writing and that I would receive a form. The form eventually was received and I returned it but continued to be billed monthly. I have attached images of messages that I sent via ******** Messenger on 1/31/23 in which I demanded that the charges be stopped but they continued to be charged. I am requesting credit for the total balance showing as owed on the attached invoice of $279.65.Business response
10/12/2023
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 have canceled the account and no further invoices will come your way.
Thank you for bringing this matter to our attention.
Customer response
10/12/2023
[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
09/12/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I Purchase this life alert system for my mother. The system ran hrough the cellular network, which I wasnt told about or I would not have purchased it, because I have such a poor cellular connection at my house & so the system didn't work & I was told to sent it back by the company themselves. They sent me an email saying they received it on Feb 7th 2023 & I would get refund within 30 days & I have not received any refund.Business response
10/05/2023
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 provided a refund on 9/25/2023 for $106.95 to the credit card on file ending in ****.
Thank you for bringing this matter to our attention.
Initial Complaint
09/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a Medical Guardian alert system in the name of my deceased father, *********************, and Medical Guardian has maintained that it did not receive the equipment that I mailed immediately upon ceasing the service. I mailed it in the original packaging, and Medical Guardian has sent repeated invoices, and I have talked with these people repeatedly. It is now threatening to turn me over to a credit agency for equipment that I returned. I object that I owe this debt as I returned the equipment. Again, I cancelled the service and returned the equipment immediately. This is an improper attempt to collect money that is not due and I demand that Medical Guardian cease and desist further collection efforts immediately. Moreover, the invoice indicates my father, not I, am Medical Guardians client. Finally, the most recent recent invoice is dated for services through 11/25/22, and we cancelled in July 2022. This business is engaging in suspicious activity to defraud the public. Thank you.Business response
09/27/2023
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 understand how stressful this situation may be. We have closed the account as of 11/25/2022 and any past due balances have been closed out, as well.
Again, we apologize for any inconvenience you may have experienced.
Initial Complaint
09/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Waited on a promised $175+ refund from Medical Guardian for two weeks. Multiple calls did not resolve it. Why does it have to be so hard? No help from Medical Guardian so I am disputing the charge on my **. I may file a small claims court case. i will fight old people being told falsehoods and taking their money. How dispicable.Business response
09/27/2023
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 refunded $175.85 to credit card ending in **** on 9/5/2023. The account is now cancelled and closed out.
Again, we apologize for any experience that you may have experienced.
Initial Complaint
09/05/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My name is *********************. I am the daughter and POA of ******************************. We purchased an annual subscription to a Medical Guardian (MG) pendent in August, 2022. My dad successfully used the device until we moved him to assisted living in April, 2023. On August 10, 2023, MG charged my dad's credit card $539.28 to renew the annual subscription for this next year. I called MG to cancel the subscription on 8/9/23. The rep advised I would receive an email, that I needed to sign and return to cease and desist services. I never received the email. I called again on 8/16/23, and the rep advised the email "got hung up", and that it would be resent. I never received the email. I called again on 8/18/23 and was told to wait 24-72 hours and that I would receive the email by 8/19/23. I never received the email. I called again on 8/21/23 and spoke to a rep named ***** in Customer Service and asked to have the document mailed via USPS to the address on file (my address, since my dad moved to assisted living...and she confirmed it). I received an envelope on 9/1/23 from MG that was 1) initially sent to the address my dad moved from (and we sold the property), 2) forwarded to my address, and 3) only contained information about recycling the pendent (i.e. no document for me to sign to cease and desist service). I want to ensure that service is canceled, that my dad's credit card gets a refund for $539.28 since I called before the renewal date, and that no future charges will be charged. I will sign the document they need signed, and have the proper authority to do so.....but I need to receive the document. The MG device UDI number is ***********.Customer response
10/05/2023
An email was received from Medical Guardian customer care on September 27, 2023 with the requested cancelation letter attached to the email, to be signed and returned. I signed the cancelation letter and emailed it back to the indicated address on that same day. The requested prorated refund was received in our account on October 2, 2023. I believe this fulfilled all that I had requested in my complaint, with hopes that the future annual renewal next August will not occur (since I also requested that all future services and renewals would be cancelled).Initial Complaint
08/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I called them for information only. I did not sign up for their service and this was verified twice by their customer service. However they have decided I owe them $333.67. Again when I call they say no I dont owe them any money and I dont have any of their equipment and never have had. Now I have received a letter from an attorney saying they are turning it over to a collection agency. This is a scam being played on elderly people.Business response
09/07/2023
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.
Your account is cancelled and closed out as of 8/30/2023 and you do not owe anything.
Again, we apologize for any inconvenience you may have experienced.
Customer response
09/13/2023
[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
08/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
We subscribed to medical guardian for my mom who is ailing. She passed.away. We canceled the service January 1, 2023 We sent back all the medical equipment Although my dad at the time, did not know to get a tracking number. They did not register the equipment when they received it, and thus said we never sent it back.. they want to charge us $350 for the equipment that we sent back. They have been harassing us for eight months. We dont have the tracking number. It was sent through the US PS by my dad.. he did put his return information on it but yet their systems didnt market as returned.Business response
08/31/2023
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.
The Lost Equipment Fee was waived on 8/28/2023. The account is cancelled and no further invoices will be sent.
We greatly apologize for any inconvenience you may have experienced.
Initial Complaint
08/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a Medical Guardian system for my father on 6/22/2023. The system I received did not work. I contacted Medical Guardian on 7/3/2023 to let them know this. I spoke with two individuals. The first individual told me that I would receive a full refund for the service of this device and the device payment since it didnt work. He transferred me to the cancellation department where I was offered a replacement system and a one month credit, as well as a refund of my original purchase price of the original device. Never did this gentleman clarify that I would NOT be receiving a refund for the month of service. I received the new system on 7/6/2023. I did not open the new system. On 7/13/2023 I called Medical Guardian to inform them of my fathers death and to cancel his account. This cancellation falls within their 14 day cancellation window. I was told to package the original device as well as the new device in the same box and send it back before 7/20/2023. I returned all equipment on 7/19/2023. As of 8/18/2023, I have never received a refund for my original purchase price, nor for the original service fees for the device that didnt work, I have only received a credit of $7.99. I have contacted them multiple times and the staff has not been able to assist me with refunding this purchase as promised, and to make matters worse, my fathers account remains open to this day even after informing them of his DEATH. They continue to send him letters asking why he hasnt tested his equipment. I would like a full refund for all monies paid to Medical Guardian and an immediate cancellation of this account.Business response
09/17/2023
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.
The account was cancelled and closed out on 9/8/2023. We issued a refund in the amount of $163.82 to credit card ending in **** on 9/0/2023.
Again, we apologize for any inconvenience you may have experienced.
Initial Complaint
08/15/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I am submitting this complaint in regards to improper sales team actions at Medical Guardian. My mother, *******************, who is 86 years old has this emergency device for her protection. She was contacted by a sales agent on August 14, 2023 to sell her an added protection plan. Due to my mothers age, she did not quite understand what they were trying to sell her and she told the sales person that she did not want to make any changes to her plan until she talked to me, her daughter, and would call them back. I believe the sales persons name may have been ***** also. The phone number she contacted my mother from was ************** and there is a voicemail. I contacted Medical Guardian today, August 15, 2023, and found out that the sales person went ahead and added a protection plan at an additional cost and charged it to my mothers credit card without her authorization. I spoke with an agent by the name of ****, who noted her account to have the added protection plan removed, and hopefully credit the additional funds back to my mothers credit card. He also noted that being in customer service, he has received numerous calls about unauthorized sales of these plans by the company's sales team. He has elevated the issue to management yet is still receiving these types of customer service calls. This practice of taking advantage of the elderly is unacceptable!! Luckily, my mother has someone to help her with her financial matters, but I am sure there are many that are being taken advantage of by this company. I would like to have confirmation from Medical Guardian that the credit is applied to my mothers credit card and that a formal complaint is on file against this company. The plan and product its self are acceptable for what we purchased it for but buyer beware that the company will attempt to take advantage of its customers after the purchase.Customer response
08/18/2023
My mothers name is *******************. Her phone number is ************. She has some issues with memory and expressing herself but can confirm what happened.Business response
08/31/2023
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 removed the Protection Plan and refunded $10.35 to the credit card on file ending in **** on 8/16/2023.
We apologize for any experience that this may have caused you.
Customer response
09/08/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***************************Initial Complaint
08/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought guardian at ******. I bought equipment ( this was 2019 )called gaurdian to set up alert necklaces for elderly mother . They took my cc# for billing. I tried & tried to hook this up to my wifi it would not . Called back and said let's cancel until I get it hooked. Her response they won't charge your card until it's activated. Never activated it but the charges started. I called they would say ok I can only reimburse 2 months they never did. . Well sometime after thay started charging again ( now my faulty for not noticing but I have somene5 else do my bills with my money of course .this went on for over a year before I called Again. I got hung up on I called again different women. She said I needed a notarized letter sent . Again the is still in the box they are supposed test it every year .Never did because it in the box still . So life went on and now there calling my brother looking for payment also asked for my step dad . He passed before I even got this(gaurdian) and I never put him or my step dad on anything . Don't now how they got there info . This is getting crazy . I'm out 30$ a month for 4 years with some months they didn't change so hard to keep up with. So will I was writing this I wad on hold to cancel it was 20min then they answered. Amazing this rep was nice she is going to email me form. i fill out send back she said that's it. But she could not help me with getting some of my money back for some reason the didn't want me to cancel (was wondering if they sold at any time between. Show that buyer all them members looking at ****** reviews a lot of people same issues! NOT SURE IF IT MATTER BUT I NEVER HAD SERVICE HOOKED UP I HAVE THE UNIT I BOUGHT IN BOX WE TRIED SEVERAL TIMES BUT MY CONNECTION WAS WEAK!! I CHECKED REVIEWS LOTS OF PEOPLE SAME PROBLEM THEN IT POPPED IN MY HEAD! DID THEY SELL? LOOKED IT UP THEY SURE DID PUMP THEM SUBSCRIPTION UP WORTH TRYING TO GET SOME OF MY MONEY BACK ?THANKS ***************** *********************Business response
08/31/2023
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 email at Cease and Desist letter to ********************* on 8/10/2023. As soon as we get the Cease and Desist letter returned to us signed, we can begin to cancel and close the account.
Again, we apologize for inconvenience you may have experienced.
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Customer Complaints Summary
221 total complaints in the last 3 years.
94 complaints closed in the last 12 months.