Customer ReviewsforAcadian Total Security

My 73 yr old husband has had back and balance issues for years, so we contracted with Acadian on Call for an emergency alert device with fall alert added ($45/mon service fee). We trusted them with his safety, especially after he had a four level lumbar fusion on June 6th. He was in the hospital for one month getting in-patient therapy. On Friday, June 15th, he wanted to walk down the street by himself. He had his emergency alert device on at the time and we felt secure that if anything happened (of course, he said nothing would!) I'd be the first to know. Unfortunately, he did fall. His emergency device did not contact the company nor me to warn about his accident. I later learned that Acadian on Call's telephone service was not functioning and had not for some time. Fortunately, it was daytime when he fell. Two men driving by saw him and were able to assist before a neighbor ran to notify me that he had fallen. He was badly bruised with severe skin loss on his left knee and elbow and scrapes on the left side of his head, face and left arm. The company's phones still aren't operating properly weeks later. After calling 4 different telephone numbers for the company, I finally was able to get through to their monitoring station and they patched me over to an office person. I cancelled our contract that day, shipped the device back to them in the box they supplied which they received on 8/25, and demanded a refund, which hasn't shown up on my records yet. Acadian on Call is an emergency call service and they KNEW they were not able to respond to emergencies such as ours. They never notified us, their customers, either by text message, email, or letter, that we should not rely on their devices until their phone service could be restored. I believe this shows a severe lack of concern for their customers' safety and the company has been grossly negligent in this regard. We do not recommend them to anyone!!!

Good Afternoon, After looking into this issue, the system was tested successfully on 6/13/22 & 6/14/22 (day before fall). We did not receive a signal on 6/15/22. The system was tested when it arrived back to us and it tested successfully. It seems that the customer may not have pressed the button hard enough when he fell. I did speak to him and he said he pressed the button but never heard "calling for help" as he has in the past when he has tested the unit. We are aware of inbound phone issues (our team is working to get these resolved), however, this does not affect any life safety features that we offer. We did process a refund and the customer will see it within 3-5 business days. We did call Mrs. ******* and she is aware that the refund has been processed. We also explained the phone situation to her.