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:07/10/2025

  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 used Mobile Help starting in January 2024. In early 2025 when we no longer needed the equipment we returned it to their ****** **** address. On 2/20/25 our Credit Card was charged $530.40. We contacted Mobile Help and resolved the billing error on their part. On 3/1/25 our Credit Card was credited $470.09. We assumed that everything was fine. Almost 4 months later on 6/25/25 we received a letter from Mobile Help stating that our account has an outstanding balance of $530.40. I think we are being scammed by Mobile Help. Our Mobile Help account number is *******.

  

  Business Response

  Date: 07/11/2025

  Medical Guardian sincerely apologizes for any inconvenience you may have experienced. We are committed to delivering top-tier Member Support, and we regret if your recent experience did not reflect that standard. Our records indicate that your account was cancelled and refunded earlier this year. We also noted that the original annual renewal payment was later disputed following the refund. We will be reaching out to you directly to review these details together and discuss the next steps.

• Initial Complaint

  Date:06/28/2025

  Type:Delivery 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 received a message for a low battery on my Mother's fall detect pendant on June 3rd. I called them for a replacement and was told she would have a new one delivered June 6th. Nothing. I called back June 16th and was told they would cancel original order and place a new one which would be 2 day delivery for the 18th. Still nothing. Called again on the 25th and was told the order is still processing and they don't know when it will ship. I pay this company for equipment and service for my 85 year old mother who lives alone and can't even have a piece of mind that if something goes wrong and she needs help that she can get it. The equipment, customer service and the ****************** company it self are totally unreliable!

  

  Business Response

  Date: 07/09/2025

  Mobile Help sincerely apologizes for any inconvenience you may have experienced, especially regarding our delayed response. We take great pride in delivering top-tier Member Support, and we regret that your recent experience did not reflect our usual standards. Our members and their families are incredibly important to us, and we appreciate your patience and understanding.
  We see that your new equipment has been delivered, and were reaching out today to confirm that everything was received and successfully set up. Please dont hesitate to contact us if you need any assistancewere here to help.
  Thank you again for allowing us the opportunity to support you and make things right.

  Customer Answer

  Date: 07/09/2025

   
  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:06/09/2025

  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.

  My son subscribed to Mobile Alert in September of 2024. I called today and was kept on hold stating we have a higher than usual call volume. I then contacted the billing department to discuss my contract as that was one of the options. I was told to call back when I was ready to cancel and I would receive an email telling me how to send back the equipment. I have paid in full until 9/9/25. I told her I was ready to cancel...without another word I was transferred back to customer service where I was put on hold again. Based on the complaints submitted, I am filing a complaint now because I want to be assured I do not experience what others have experienced.

  

  Business Response

  Date: 06/17/2025

  Thank you for bringing this matter to our attention. We will be reaching out to you today to assist in resolving the issue. Please accept our sincere apologies for any inconvenience you may have experienced. At Medical Guardian, we take great pride in delivering exceptional Member Support, and we regret that your recent experience did not reflect our standards. Our customers and their families are of the utmost importance to us, and we are committed to making things right. If you need further assistance, please don't hesitate to contact us at ************************************************************************************.

• Initial Complaint

  Date:05/27/2025

  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.

  My mother ***** ****** returned the mobile help device approximately a year ago.Then she started getting notices, saying that she owed MobileHelp money because they never got the device. My sister called the *** Wondering why they sent my mother a bill when we already returned the device.They realized they made a mistake and said my mom didn't have a balance. The business was sold to another company in October. And now my mother started getting Bills again. I explained what happened, but they kept sending bills. Finally, I just paid the $180.80. Because that's what they said the balance was back in February. Now I'm getting more bills for ****** after I was told it was paid in full back in February. Nobody will return my phone calls.I think they are trying to scam my ninety year old mother. I've left numerous messages for the manager. ********* ****** and she has not returned. My phone calls. Her phone number is ************* as I would like them to stop harassing my poor mother. Even if she still had the device, she couldn't use it as they would need to have it networked so why would she want it? Thank you for your help in this matter. ***** ******** on behalf of ***** ******

  

  Business Response

  Date: 06/27/2025

  We sincerely apologize for any inconvenience you may have experienced. At Medical Guardian, we are committed to providing exceptional Member Support, and we regret that your recent experience did not reflect our high standards. Our members and their families are always our top priority.
  Upon review, weve confirmed that the account was cancelled on 5/16/25, and no further payments are due. As the account is now closed, any additional invoices or correspondence should not receive. We have also reached out today to communicate this information directly.
  

• Initial Complaint

  Date:05/23/2025

  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 dad entered into an agreement with mobile help on 5/20/24 he passed away 9/1/2024. -We recently found the contact information when I called to see what the protocol was they said we would receive a refund - all of the equipment was returned and the equipment has been received - I called to follow up they said that the remaining funds were used as a restocking fee - there is no mention of a restocking fee in any of the conversations or in the terms of agreement - they were paid ****** for 12 months of service in advance - when asked for an itemized invoice I received a bill for a restocking fee and a blank statement - I attached the order invoice and the terms of agreement. I also emailed all of the documents his death certificate as well as the letters of administration from the court -to verify his passing

  

  Business Response

  Date: 06/24/2025

  Medical Guardian sincerely apologizes for any inconvenience you may have experienced. We take great pride in delivering top-tier Member Support and regret any instance where your experience did not reflect that standard. Our members and their families remain our highest priority.
  We have processed a refund for the unused time following the device's cancellation. This refund reflects a cancellation date of September 1, 2024. Additionally, we are reaching out to the subscribers family to inform them of the refund and extend our sincerest apologies.

  Customer Answer

  Date: 07/08/2025

   
  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: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:03/14/2025

  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.

  I am the son of my mother who is the customer. I handle her account on ******************. The issue began when Mobile Help was acquired by Mobile Guardian last year. I was not notified of the change in the company name, products and services. We stop receiving text messages when we tested the system. The fall necklace stopped working and we sent it back. A few months later we ordered the necklace again because my mother fell, and we received a new necklace. I also ordered another wall push button waterproof alarm. When the new necklace arrived, we paired it with the base station by Bluetooth, but it did not function because it was not registered online. I discovered that my complete online profile had been deleted since Mobile Guardian took over. I tried endlessly to open a new account online and received error messages. I opened a tech support case with Mobile Help. The case # is ********. Up until today nobody has contacted me. Also, the wall button did not connect with the base either. Actually, the waterproof button has actually never worked since we purchased the system. I am left with a necklace that doesn't work because its not connected to the base and a fall button that does not work. We get no alerts by text messages anymore. Unless all of this rectified, I want my account closed.

  

  Business Response

  Date: 03/18/2025

  Mr. *******,

   

  Thank you for alerting us regarding your experience. Your experience is not indicative of the service we aim to provide. Our team is currently attempting to reach you so we can ensure all issues are resolved as soon as possible. 

   

  All our best, 

  Mobile Help

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23067451
  
  I am rejecting this response because:

  The Company called me and performed troubleshooting over the phone. After that call I was asked to call again because the problem was not resolved. I called again and the company again performed troubleshooting. The issue was still not resolved. I asked for the service to be terminated.  Someone called me to terminate but I was not available to answer. I have spent a lot of time on this problem with no results. The issue I am referring to is that the fall necklace does not connect or register to the base station so it's useless if my mother falls because she will not get help from the company. 

  Also, the system just rings with no one pressing the help button. This has happened at 3 am in the morning at times and it wakes up my 82-year-old mother. This is insane for a senior that has high blood pressure. This is supposed to save lives and not shorten it. I am asking for my service to be discontinued as soon as possible. 

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

  

  Business Response

  Date: 04/18/2025

  We regret you've had this experience and will work to cancel service immediately. One of our representatives will reach out to get the necessary information to ensure service is cancelled.

  Respectfully,

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

  SVP Member Experience

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23067451
  
  I am rejecting this response because:

  I was sent an email stating that I was required to sign a cease-and-desist letter prior to cancellation. However, the **** I spoke with whose name is ******* informed me that there is no requirement for a cease and desist if the equipment is returned with a return label to mobile help. Also the service was cancelled even prior to me returning the equipment. Therefore, I request the service to be turned on again until this issue is resolved. I would prefer to have a call back from the *** I was speaking at length with which was *******. 

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

• 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,
  
  **** *****