MobileHelp
Reviews and Complaints

was very helpful, understanding and considerate when I was inquiring about purchasing a Mobile Help device for my mother. It took a few days to convince my mother she needed this device. Once my mother agreed, I called *** back and setting up the service was easy. Again *** was patient and informative throughout the process. We will be getting our device in the next few days. Thank you, ***.

Breafly I just want let people know that The Mobile Help staff are very confident, concerned and are caring in that they take the time a senior Veteran needs to explain in detail all about there *** approved products. Most important that they back up what sell and what they say. Can't wait to have a safety devise with me 24/7. All the senior veterans should consider this quality product at a fair American made price. I am ***, Steeler Fan

My mom is 88 and lives alone, and a week ago she fell and was not able to get to the phone or get up. Thank God she wasn't hurt but she did spend a 14 hour night on the carpeted floor. I set her up with Mobile Help received and installed the system within a week. It has given me peace of mind that she will be able to call for help next time. I hope she will never have to use it but my brother and I who live only minutes away. Thank You, Mobile Help.***, in Mass.

Dear Sir, I've been talking to a lady in BocaRatron, who was extremely personable, friendly, and knowledgeable. I never once felt pressured into a choice and it was a totally pleasurable experience. I look forward to my association with your company and feel much more confident about living my daily life to the fullest. I would like to extend my thanks and recommend her to anyone considering this service. Sincerely, a satisfied client.

The buying experience went so well. *** walked me through the system and helped me choose the appropriate package for my needs. She was very knowledgeable about the product and was very easy to talk to. We established a rapport right away. Im looking forward to receiving the equipment so that our family can have peace of mind about my elderly father. I also liked the fact that a real person, that I could understand, answered the phone! No automation or press this number! Thanks, ***!

Purchasing this system was a very positive experience. *** was knowledgeable, respectful, taking the time to explain the details of each plan, focusing on our specific needs. I did research the company and I am confident it will live up to all the positive reports and reviews.Choosing an alert sysrem can be overwhelming with all the options available but *** and *** Help made the process easy and left me with the feeling that I made the best possible choice for our family member.Thank you!

The representative was EXCELLENT to work with! He has a great voice too. I phoned 4 other companies to discuss all of the options for my mother-in-law and the representative totally impressed me with his understanding. I felt it was necessary not to make a hasty decision and the representative did not make me feel pressured to make an instant decision. After discussing all of the options with my mother-in-law, I called MobileHelp back (10 days later) and asked for the same representative. Even the reconnect with the representative was polite and accommodating. We look forward to receiving the equipment and setting Mom up!

I have just placed my order. I don't generally give reviews. However, the gentleman I dealt with was able to answer all of my questions. Yes, I had a lot. I have been looking for a personal alert system for about 6 months. I saw the Mobile Help advertisement in the AARP Magazine. The price is less than half the price of what other companies charge that are providing the same services. No long term contract and it uses GPS to tell where you are outside of the house. When I get the equipment (they provide next day shipping) I will feel safer on dry land and in the shower.Thanks!

I just completed my review of different alert systems since I am dealing with a recent hip replacement. Your representative, ***, was kind enough to explain the different levels of service you provide and how I could save with an acceptable level of alert service that was affordable for me. I was not able to get this level of assistance from other companies so I truly appreciate your explanations and have decided that your company is the one I should trust. Thank you for providing the information that helped me make what I trust is a wise decision. I look forward to receiving this additional security from your company.

I recently had a very good experience buying a Solo system. *** was very patient as he described all the other available types he had, but recommended the Solo system for my mother..*** spent at least 40 minutes explaining how the system works and what pieces would be beneficial to moms conditions. No pressure was given to me what so ever, just information in a caring way. I just set the system up for my mom to use, and it seems the other employees I spoke to were also very helpful and patient. Seems like a good company to deal with so far. Thanks to ***, I can rest easy knowing mom is covered in case she needs it.

DO NOT CALL THIS COMPANY FOR ANYTHING! I made one phone call to them to ask about their products (their prices were ridiculously high so I was NOT interested), and since that one call, they have phoned me every single day (now it is up to twice per day with a recorded message!). This is harassment! I don't answer their calls (thank goodness for caller ID) and I have requested them to STOP calling me on their page but they continue. Obviously, if I wanted their products, I would answer the phone. A company should not be allowed to harass prospective customers in this way. I am now checking to see who I need to contact to report this harassment.

I have had no complaints. It came, we set it up, and I wear it. It gives my husband a huge measure of confidence.He can now go off to do his errands and he knows if I fall , Ill have help coming. The truth is I was against wearing an alert necklace but now I am the old lady screaming shes fallen and she cant get up! After I got the alert, I feel that it doesnt look so bad. I call it my diamond Necklace. There comes a time in life that we dont want to appear frail or Elderly. Now I use a *** and an alert necklace and all I think about is getting from point A to point B safely. Oh yes, *** was a good salesman who Gave me the time to talk it over with my husband. Even told me about his mother.

I was told by 2 employees at MobileHelp that I would receive a refund when I returned my husband's device because he would not use it. (He has Alzheimer's.) I returned the brand new/unused device on June 3 They received it on June 8. I called them later in June regarding the refund because I had not received it. I was told on this call that it would take until July 8,2020. I called again on August 27, because I still had not received my refund. I was told this time that there is no refund. I am paying the same amount for one solo device that I was paying for two. When I asked about getting that second unit back, I was told I would pay an additional charge for something I already paid for. I am not happy with their customer service!

Atrocious customer service. They are all about the money and not about trouble shooting or solving problems with equipment or service. I purchased this for my mother who lives in another state. They sent her updated equipment with no service to make sure she set it up properly. I paid for seven months of service for equipment that sat in a box. I spoke to rep and she stated account would be on hold until I could check out the equipment in person end August, 2022. I received an e mail August 30. I phoned Sept 1 and they received the returned equipment Sept 12. I received a phone call from one of their reps on Sept 12 stating that they received the equipment, there was no further bill, and that my mother had also sent some extra equipment that did not belong to them. I then received a bill November 28th for a late fee since they did not receive the equipment by mid July. I spoke to another one of the reps in customer service and was told they cannot put an account on hold, that no one called me in September, and that their reps would never undertake such actions. Wow. As a trauma surgeon trying to keep my mother safe, I find this company's behavior to be subpar and unacceptable. They were worried about getting their money, not keeping my mother safe. Buyer beware.

Absolute crooks!They make it so very hard to cancel their services. We paid a full year in advance after being told that we would get 2 months free 14 months of coverage for the price of 12 months. Dont fall for this ploy! My mother-in-law passed away after 7 months of membership and now we only get credit for the remaining 5 months. Since she died we do not get the extra 2 months of credit. I have a brother that is in need of a fall device so I wanted to get a credit on my account and transfer the equipment to my brother. Cant be done! They must receive the original equipment back and then my brother can order his own device. We have to box up the equipment, put the account number on the outside of the box, and wait for a shipping label. It took three phone calls and 36 hours to get the shipping label. (another 3 days of paying for the membership) And get this. . .the return address on the shipping label is my mother-in-laws address! Shes gone. She has no address. The next step is to wait to get a call from the *** so they can verify that we want to cancel service. Really? Really? The box of equipment is sitting on the desk in the *** and they still need to verify that we want to cancel service? I hope they dont try to call my mother-in-law. She wont answer or at least I hope she doesnt. Still waiting on my credit.Requested refund on 10/12/22. Finally was told that I was going to get a check in the amount of $82.00 on 11/3/22. This is for 5 months of services. Since I paid $563.40 for the year, I was expecting $234.75. You really wouldnt believe the calculations they use. Absolute crooks!

AVIOD AT ALL COSTS! Due to my father's failing health I had to sign up from medical alert account. After weeks of research I ended up choosing Mobilehelp. They had all the right answers to all of my questions. We had the account for approximately 6 months. My father had one occasion to push the button during that period which was on a Sunday. The unit did not work! Upon trying to contact a representative all the messages told us the company was closed and to contact them the following business day which was Monday. Unfortunately my father passed away January. I contacted the company informing them of his passing and to find out what needed to be done to return the equipment and receive a prorated refund. The representative gave me tons of steps that needed to be followed in order to get the refund due. After following the steps and contacting the company weeks later to verify everything was received and in order I was informed that it would take 30 plus days to receive any refund. After waiting 30 days and still not receiving any refund I again contacted the company. It was at that point I was told that a check had been issued to my deceased father's previous address and was made out payable to my father and my father only. I told the representative I was dumbfounded that a check would be made payable to my father when they had been informed that my father was no longer alive. The representative informed me there was nothing she could do and if I wanted to correct their mistake it would cost me an additional $30. It was at that point I requested to speak to a supervisor and was informed that speaking to a supervisor would not be possible. After 40 minutes of conversing with the customer service representative I was told as a courtesy to me they would waive the $30 required to fix their mistake and a new check would be issued in my name payable to me. When I inquired as to why they couldn't just refund to the original form of payment the answer I was given was "I don't know it's just not possible". When I inquired as to when the new check would be issued again the response was they could not answer the question but checks are issued every Friday. It's been 3 weeks and I contacted the company again today. All the notes regarding the mistakes the company has made were notated on the account. Yet no check has been issued and no additional answers were given. Even when I inquired as to why a check would be knowingly issued payable in a deceased name again no explanation was given. In all the steps involved in closing out my father's estate Mobilehelp has been by far and away the most difficult, most incompetent and most stressful. Incidentally and worthy of note... I tried to leave a similar review on the company's website and received a site error message. But when I put a bogus positive review as a test it was accepted without issue. Go figure. I cannot stress enough how highly I would recommend avoiding this company. They are terrible.

Charges for an item previously canceled and not getting any help from representatives or supervisors, just the run-around. I received a notice from Mobilehelp advising that an 'automatic' renewal charge would be in effect on November 18th. I called the company on October 23rd and canceled the order. I was offered 2 months free if I wanted to reconsider. I said emphatically that I did not want the device but they chose to extend the offer. On November 18th I found that they had charged my checking account $299 for renewal. I called immediately to reaffirm I did not want the device and get a refund as soon as possible and got nothing but rejection and solutions that went against everything that was initially offered. I am still waiting for my refund.

I received an unsolicited call from Mobile Help LLC on January 6,2020 regarding a medical alert system. I received an unsolicited call from Mobile Help LLC on January 6,2020, regarding a medical alert system. This call was unsolicited and unwanted and a violation of the TCPA act. The call was placed by a gentleman name Jeffrey and said he worked for Mobile Help. A telemarketer is supposed to scrub telephone numbers every 31 days against the Do Not Call Registry to make sure the numbers they call are not on the list. I have been on the DNC registry since August and should not have been called. I also received an auto text from this company on January 13,2020,in which I reply with Stop. I have tried to contact Mobile Help by certified and regular mail regarding this and they have ignored my correspondence.

9/9: I made multiple phone calls to MobileHelp re: ordering a medical unit device for my elderly dad. I and my sisters are the legal medical POAs (power of attorney) for my dad. His wife is NOT a POA. I instructed *** and Lee in the sales dept. to NOT to sell a unit to my stepmom until my sisters and I chose the device for our dad. *** and Lee made notes in their system to this effect. Despite these multople notes in their system, another sales rep, Bruno, sold a device to my dad's wife later this same day. I then called MobileHelp multiple times, was on hold for almost two hours, trying to speak to supervisor; transferred multiple times; NEVER talked with a supervisor to rectify this issue. Called back later and helpful rep disclosed to me my dad's wife is the "authorized user" and so MobileHelp cannot give me ANY info about this account. IT IS A DECEPTIVE BUSINESS PRACTICE THAT THIS UNIT WAS SOLD TO MY STEPMOM - IT MUST BE RECTIFIED. This is NOT the unit we POAs want

Purchased Mobilehelp Cellular System three weeks ago. Received quickly. Nice job. Had to cancel and return a week later due to death of recipient. No problems receiving pre-paid label back. The problem is the carrier is showing delivery of the package back to Mobilehelp but I have not received the expected automated phone call confirming delivery yet my account has been cancelled. I am unsure as to the status of the refund. I have attempted to call this company and am placed on hold and no one picks up the call. With those calls, and the long wait time until I hang up, I am bombarded with an aggravating Chinese sounding music interrupted constantly with solicitation recordings for their product. It was much easier to speak to a live agent when purchasing their system. I do not want to waste my time further attempting to speak with a live person nor do I want to be pushed to the point of hostility by their music/relentless solicitations in the event a live agent were to ever pick up the phone.

Worst customer service - paperwork says 30 days from receipt of equipment and it took almost 60 days . No up front disclosure of refund process. I paid for a year in Oct 2019 when my dad went into the hospital from a fall, unfortunately due to complications from the fall and a couple months in the hospital he never made it home. I cancelled service and returned the equipment as instructed on Jan the 2nd and the next day at 2:30pm Jan 3rd received an automated call from them stating they had received the equipment . About a week or so later I received an email stating the refund would applied to directly to my card within 30 days , this is not normal business practice for any other refund I have ever gotten but o.k. I'm sure it's in the paperwork somewhere and normally waiting on a $200 refund isn't a huge problem, these are not normal times. The problem is it took nearly twice that long , almost 60 days to hit my card and they don't consider how people that live paycheck to paycheck or on very tight budgets count on that money to be there when its supposed to be, VERY BAD CUSTOMER SERVICE !

Bought this system for my mother and she has had it for several years. When she finally fell and needed it the response time was over 8 minutes which is totally unacceptable. While investigating why it took so long for someone to contact her or call emergency services I find out MobileHelp sub contracts out the communication and alerts to a third party company called Rapid Response Monitoring. This was never disclosed to us and when asked I was always told MobileHelp was responsible for all the alerts and contact. MobileHelp Customer Service instead of addressing the delay issue first hand also just referred me to this third party company they use to get answers. After talking to a Manager at Rapid Response Monitoring I was given these details of the event and a totally unacceptable answer for the delay. "We received the alarm at 12:04:25 AM, specialist connects to account and calls the device at 12:10:56, then speaks with your mother on the premises phone number at 12:12:07. This totals out to just under 8 minutes before we speak with your mother, which is definitely inexcusable. I'm reviewing this with the specialist and will be writing them up for the delay." He also told me on the phone they are playing a guessing game to staff the call center based on historical call volume. Since the over night week day shift usually has less calls they dont fully staff it. I told him that's totally unacceptable and this is a life or death system people are relying on you for 24/7. It defeats the whole purpose of the system to have an 8 minute delay to even call emergency services if she needed it. Since MobileHelp is the company we are contracted with they are responsible and have an obligation to ensure the system they are selling has the promised response times which is clearly not happening.

I paid for a year's service and equipment to Mobile Help, I cancelled before the year was up. They refunded me half of the amount owed to me. I purchased a Mobile Help medical alert system on a "discounted rate" for my mother on Oct. 14th 2019. My mother passed *** so I returned the medical alert system, equipment back to Mobile Help on June 6th. I talked with a rep. from Mobile Help, on June 9th to make sure all equipment received by them was all there and in good condition. The Mobile Help rep. assured me it was all there and in good condition. On July 10th I received a refund of $80.00 for the unused portion of the medical alert system. I reached out to them to on three different days in July. July 7th, 9th and the 14th. Each time getting a different run around. On July 15th Mobile Help rep. Latfla told me that they reviewed my account and said that the $80 refund was all they would return on my Cust.#: XXXXXXX account. Their contract reads on paragraph, TERMS & TERMINATION : "When requested by you at time of termination, if you have a remaining balance of $15.00 or more, you will receive a prorated refund, based on the non-discounted rate, after we receive your complete system". Nothing mentions in the contract if I were to cancel early, some of the refund will be withheld. Their math on my Cust # XXXXXXX account doesn't add up. LET ME GIVE YOU THE MATH Mobile Help basses their calculations on a 366 days in a year I Paid for one Year "Discounted price" $519.50 Divided by 366 days a Year Equals = $1.41 a day I used 235 days of a 366 days contract, leaving 131 days not used on my contract Days not used 131 Times x $1.41 a day Equals = $184.71 My Refund Discounted Price I WAS REFUNDED THE NON-USED PORTION OF THE SYSTEM CONTRACT $80.00 I was shorted $104.71 There is no talking with these people, it is very easy to understand but they are in the business to try and scam whom ever they can to pocket our money. I NEED YOUR HELP!

I purchased a device from MobileHelp. I needed before my father was going to be alone. I was told it would be in my hand before that time. I waited a few days & didn't hear anything, so I called to check. I was told that it didn't ship & they didn't know why. I said it was critical I have it before he was going to be alone. I was told it would be shipped out express mail & I would have it in time. I waited & never heard anything. I called & was told that it still hadn't gone out & the order was cancelled. They did not know why. This was on Friday. I explained now I need it sent overnight because he was going to be alone on Monday & the reason I purchased it was so he would be able to get in touch with someone in the event of an emergency. Marion said they could not send overnight on a weekend. I explained that I have many packages delivered on weekends. She said she would check with shipping & then said they would ship it overnight & I would receive it before Monday. I asked her to personally follow thru to make sure it was shipped out so I would get it before Monday. She assured me she would. When I received the tracking, it showed a delivery of Monday. I called back & asked Marion what happened. She checked & said that although there was a note to ship it overnight it did not happen. I reminded her she assured me she would follow thru to make sure it was delivered on Saturday. She had no response. I said I don't care how you make it happen, but I need this before Monday. It did not happen. I had to take off work. I tried to speak w/someone in the executive office however, this company won't give out a phone # or email for any executive. I spoke to an Alex who tried blame it on supply issues. I explain that I had already been told that it was errors in shipping. People who purchase this item expect a co. to be competent. We are leaving the wellbeing of our family member in their hands. To think they couldn't even deliver an item correctly in 3 tries is disturbing.