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:10/02/2025

  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 family member, passed away in late 2024. One of the last pieces of dealing with the possessions and accounts was to cancel the Mobile Help account. The ****************** account was a yearly fee and active until August 7, 2025.Throughout July messages were left on a phone number which was little monitored. On July 27, 2025, I called the customer service number which was provided and spoke to ******. ****** transferred me to her supervisor *****. When I asked ***** for an address to return the base, watch and pendants she refused to give me an address. ***** claimed that she did not know my identity. As a result, I kept the unit rather than return it to your main address without **************** the end of August and into September, your customer service called my personal cell number and work phone number which indicates that your company clearly had my personal information.On September 15, 2025, I called again to try and resolve the issue. I spoke with ******** who apologized and provided me with a return address: ********************************************************** and an authorization code. According to *** tracking, the base, watch and pendant were received at the above address on September 17, 2025.On September 24, 2025 another letter arrived indicating that the account was past due and the full yearly subscription price was due.Please correct this error. Your policy indicates that a subscription will be canceled upon receipt of the monitor at your facility.Please send a letter indicating that this account has been closed and no balance is required.

  

  Business Response

  Date: 10/07/2025

  Dear ***** **********,
  We sincerely apologize for any inconvenience you may have experienced. At MobileHelp, we take great pride in delivering exceptional Member Support, and we regret any instance in which your experience may not have reflected that commitment.
  Please be advised that your MobileHelp account has been successfully cancelled. You will no longer be billed for any services.
  We are grateful for the opportunity to have served you and wish you and your family all the best.
  Sincerely,
  The MobileHelp Team

  Customer Answer

  Date: 10/07/2025

   
  Complaint: 23966062
  
  I am rejecting this response because: I would like clarification on the phrase "no longer billed".  Please indicate that my account is zero and that no payment is due for August 7, 2025 until September 17, 2025.
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 10/21/2025

  Apologies for the confusion. The member's renewal date was scheduled for August 7, 2025; however, we were unable to obtain payment at that time. As a result, when the membership was cancelled, the past due amount was credited off and will not be pursued.
  

  Customer Answer

  Date: 10/21/2025

   
  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:09/24/2025

  Type:Order 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 setup MobileHelp in 2019. The original documentation outlined the responsibilities, fees, and procedures associated with the contract. At no point was a restocking fee referenced in the agreement and that there would be no hidden charges or penalties in the event I needed to return the equipment.Since then, MobileHelp was acquired by MedicalGuardian. With this acquisition, new terms were introduced, one of which is the restocking fee for returned equipment.This change seems to have been implemented without direct notification to existing customers. The fee was embedded in the updated terms and conditions circulated by MedicalGuardian, applying retroactively to the original equipment issued by MobileHelp. This approach raises questions about the sanctity of the original contract. The terms agreed upon at the time of purchase are the ones that should govern the transaction, barring any explicit, mutually accepted amendments.I believe the restocking fee should not apply for several reasons: The agreement I entered with MobileHelp did not mention a restocking fee, and the equipment was provided under those conditions. The acquisition by MedicalGuardian does not negate the terms of the original contract. While new customers may be subject to revised policies, those who signed up under the previous regime should have their agreements honored. The restocking fee was introduced without direct communication or consent, leaving me unaware of the change until it became relevant. The equipment was shipped by MobileHelp, not MedicalGuardian, further supporting the argument that the original terms should prevail. Applying the new fee retroactively disregards the contractual obligations and reasonable expectations established at the time of purchase. My correspondences to the company regarding this issue have been ignored.

  

  Business Response

  Date: 09/25/2025

  Mobile Help sincerely apologizes for any inconvenience you may have experienced. Please know that our members and their families are of the utmost importance to us. We have processed a refund for the $50 restocking fee that was withheld during the cancellation of your account. You should see the refund reflected on your original payment method. Please allow processing time. Additionally, we are actively reviewing this process internally to ensure greater clarity and consistency moving forward. Thank you for bringing this to our attention, and we appreciate the opportunity to make it right.
  

  Customer Answer

  Date: 09/26/2025

   
  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:09/03/2025

  Type:Delivery 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.

  Customer #: ******* Original Order #******* I have been calling for weeks to try and update my mother's home address, mobile device emergency contacts, technical issue with charger, etc. I have paid for service annually in advance and have never had a problem getting through. Now I get left on hold indefinitely, disconnected when transferred. I leave a number and never get a call back.

  

  Business Response

  Date: 09/03/2025

  We sincerely apologize for any inconvenience you may have experienced. At MobileHelp, we take great pride in delivering exceptional Member Support, and we regret that your recent experience did not reflect our usual standards. Our members and their families are our highest priority. A member of our team will be reaching out to you today to address your needs and concerns.

• Initial Complaint

  Date:08/29/2025

  Type:Product 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.

  Ordered a medical alert system & service for my mom. She would not the unit ordered, so they sent a smaller unit. She would still not use is, so it was mailed back on April 18th, 2025. Our quarterly service was charged on Apr 16th. I called and cancelled the service and requested a partial refund for the service time that was not used. They did not cancel or issue a refund. When we were charge for 3 more months in July, I called again (the 3rd time). They assured me they would take care of it and refund the money and cancel the service. A month later, they have done nothing.

  

  Business Response

  Date: 09/02/2025

  MobileHelp sincerely apologizes for any inconvenience you may have experienced. We take great pride in delivering top-tier Member Support and regret that your experience did not reflect the high standards we strive to maintain. Our members and their families are always our top priority. A refund was issued to you via check; however, our records indicate it has not yet been cashed. We will be reaching out shortly to assist you in ensuring the refund is received and processed without further delay.

• Initial Complaint

  Date:08/19/2025

  Type:Billing 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.

  Aug. 2024 I requested end of service for MobileHelp. They had already charged my credit card for $335.40. I had no further contact with MobileHelp until a charge on my credit card appeared on my bank statement in Aug. 2025. -- without any prior notification. I've contacted MobileHelp by phone 3 times, speaking to customer assistance personnel, and emailed the requested documentation with a repeat 'cease and desist' request. I have disputed the charge with ****************MobileHelp is into me for $670 for services I did not receive nor request. I do not ask total refund because I did not catch the first charge until a year later -- just the $335.40 of the most recent charge.

  

  Business Response

  Date: 08/20/2025

  MobileHelp sincerely apologizes for any inconvenience you may have experienced. We take pride in delivering top-tier Member Support, and we regret that your recent experience did not reflect the high standards we strive for.
  Our customers and their families are incredibly important to us, and we are committed to making this right. A member of our team will be reaching out to you directly to address your cancellation concerns and assist with your refund.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 08/22/2025

  I cannot accept or reject MobileHelp's response because they have not reached out to me.  All contact with them has been generated by me.  

  I'm still waiting.. 

  

  Business Response

  Date: 08/26/2025

  Thank you for your recent communication. We apologize for any inconvenience you may have experienced. Our records indicate that we previously attempted to contact you at the phone number on file: **************. We will make another attempt to reach out and provide updates regarding our findings. We have reviewed the additional documentation you submitted. However, what was described as a "confirmation letter" appears to be return instructions necessary to complete the cancellation process. Unfortunately, our system does not show that the device has been received, which is why the account cancellation was not finalized. We remain committed to resolving this matter and will continue to work with you to obtain proof of the return.

  Customer Answer

  Date: 08/26/2025

  Today I received a phone call from MobileHelp billing ***** that just muddied the waters. 

  This last agent said the charge from 8/11/2025 was refunded to my bank account. 

  The previous agent said a check was mailed to my home address. 

  The agent before that said it was returned to the bank and insisted that I "Call the bank! 

  I haven't received anything -- at the bank or at home..  

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23770088
  
  I am rejecting this response because:

  Today I received a phone call from MobileHelp billing ***** that just muddied the waters. 

  This last agent said the charge from 8/11/2025 was refunded to my bank account. 

  The previous agent said a check was mailed to my home address. 

  The agent before that said it was returned to the bank and insisted that I "Call the bank! 

  I haven't received anything -- at the bank or at home..

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

  

  Business Response

  Date: 09/02/2025

  On August 29th, we informed Ms. ****** directly that her refunds, totaling $670.80, had been processed back to her credit card. This matter should now be fully resolved. We appreciate your patience and understanding as we worked to address this issue.
  

  Customer Answer

  Date: 09/02/2025

   
  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,
  
  ******** ******

  Customer Answer

  Date: 09/04/2025

  I would like to write a review, but I cannot navigate the website to the proper place.  So here is my review:

  I learned from this very positive experience that BBB is much more than a collector of data.  They are a mediator of conflicts between merchants and clients, and they made a company listen to my complaint and act upon it.  

• Initial Complaint

  Date:08/13/2025

  Type:Product 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 in law fell on Monday 8/4 and her necklace didn't activate nor did it activate the week before when she fell, but she didn't report that fall to us. Upon calling Mobile Help to inquire why the device didn't work, I found out that Mobile Help is now partnered with Medical Guardian, and I also learned that her account was canceled back in March. Back in March, I requested a new necklace device because we couldn't hear the voices very well. Mobile Help sent us a new necklace device, we sent back the old one and we tested it to make sure it worked. We went along our merry way. Apparently, according to Mobile Help on 8/4, someone had cancelled her account from the warehouse when her faulty necklace was returned but three agents couldn't tell me why nor could they pinpoint exactly if the warehouse was at fault. Her account was charged the quarterly payment of $159 in May and we tested the device as we were told to do during this time period, and it passed. There is no record of us testing her device. Since 8/4, I've been on hold for way too long due to higher than normal call volume, I selected the option of recording my name and receiving a call back but never received that call, spoke with several different agents and my call was "escalated" on Wednesday 8/6. "Escalated" to me means that it was being made a priority. "Escalated" to Mobile Help means that I'll hear from someone in ***** hours and the clock starts ticking on Thursday 8/7. It is now nine days later and I have yet to hear from customer service. We still have the equipment, no refund and no apology and my mother in law has been unknowingly unprotected since March.

  

  Business Response

  Date: 08/13/2025

  We sincerely apologize for the recent issues youve experienced with your device. At ******************, we take great pride in delivering top-tier Member Support, and we regret that your experience did not meet those standards.
  Your satisfaction and the well-being of your family is extremely important to us. Please know that we take your concerns very seriously. We are currently conducting a full review of the events that led to this situation.
  A member of our team will be reaching out to you directly to assist with a resolution. Thank you for your patience and for allowing us the opportunity to make things right.

• Initial Complaint

  Date:07/29/2025

  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 wife and I have each been wearing a MobileHelp device for a *************************** website now has totally inaccurate information about one device location when it is "pinged". We therefore question the accuracy of locating the user of that device in an emergency. The website and MobileHellp App will usually NOT let me into my account without changing my chosen password. It would NOT help me change my password, because NO e-mail is was sent to me for password change. Getting LIVE phone support from them over the past week has been hopeless. Only automated robotic messsages are available. I can't reach my account information thru their website or thru their App because of repeated demands to change my password, which can't be completed. We must resolve these matters urgently if we are to remain subscribers. We must be assured that the true location of each device is available for help at all times. No humans are available for support.

  

  Business Response

  Date: 08/05/2025

  MobileHelp sincerely apologizes for any inconvenience you may have experienced. We take great pride in delivering top-tier Member Support and regret that your experience did not reflect the high standards we are committed to upholding.
  Our customers and their families are always our top priority. As part of resolving this matter, we are reaching out to assist you with the issues reported while using our customer portal.

  Customer Answer

  Date: 08/05/2025

   
  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:07/15/2025

  Type:Product 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.

  Last week I decided to purchase services from mobilehelp. The sales agent I gave the order details to, address, billing information, etc. made mistakes in the form to accept, and sign for services. I tried for some time to correct the document to no avail. Tried calling the agent back I was dealing with, number wasn't him. Made me a bit curious. I decided I would call the corporate office for assistance. Called 4 times, same message "due to high call volume please call back later". I called back 4 times found a hold function, held for 2 hours total. Never spoke with anyone. To date haven't spoken with anyone. The sell is posted as processing on my credit card bill, and as soon as it posts confirmed, I will dispute the transaction. I am ****** off at the total inability to contact these people. Totally soured me on doing business with them. Buyers beware.

  

  Business Response

  Date: 07/16/2025

  We sincerely apologize for any inconvenience you may have encountered. At Medical Guardian, we take great pride in delivering exceptional Member Support, and we regret that your recent experience did not reflect the high standards we strive to uphold. The well-being of our members and their families is our highest priority. Accordingly, we are conducting a thorough review of your recent calls and device usage to identify and address any issues. A member of our team will be reaching out to you today to provide assistance and ensure your concerns are fully resolved.

• 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,
  
  ******* ********