LORI N.
Do not trust this company with senior safety
Medical Guardian markets itself as a reliable emergency response service for seniors. Based on our experience, that promise is not upheld. My father, who is in his 90s, fell and hit his head, leaving him unconscious. His independent living facility immediately called an ambulance. Medical Guardian did not call until roughly 90 minutes later—by which time he was already in the ER and later admitted to the ICU with a brain hemorrhage. They told us they were preparing to dispatch EMTs to his home, long after emergency care was already underway. When I escalated the issue, the supervisor focused entirely on questions designed to shift blame: Was the device visible? Did he press the button? Does he test it monthly? There was no acknowledgment that a fall-detection device is useless if someone is unconscious. Additionally, we had previously ordered a replacement device because the original one failed during another fall. The replacement device arrived faulty and would not hold a charge. We were told to return it but were never informed of a 14-day return-receipt deadline hidden in online legal documents. Because of this undisclosed policy, they refused a refund. My father lost $215. This company relies on fine print, legal loopholes, and customer service scripts instead of accountability. Seniors and their families deserve transparency and real protection—not excuses.