Medical alert services and equipment are used by many people to give them peace of mind in case someone who is elderly or ill needs emergency care and is unable to reach a phone. These are also known as personal response systems (PRS). Choosing the right service and equipment for your needs and budget is important, and an important consideration is the contractual obligation involved. This varies by service provider. Many consumers complain about deceptive sales practices and have unwittingly signing up for long-term contracts that they later regret.
Key Considerations When Choosing a Medical Alert System
According to one company, an estimated 1.6 million people use some type of medical alert system.
For each user, needs may be slightly different, but the following factors should be carefully weighed no matter what your circumstances:
- Does the provider have a high-quality monitoring center (often called a "central station")?
- A good long-lasting battery backup for the console is important, especially in case of a natural disaster, when the elderly and disabled may need help the most. According to an industry trade association, 24 hours is more typical. Some systems we reviewed had far shorter battery backup.
- Consider the battery life of the pendant/wristband. Battery life can differ significantly among providers, and a dead battery could have tragic consequences.
- Using a service with a monitoring center will probably reduce the likelihood of false alarms, and provide trained help in resolving calls
- Monthly fees can add up: $300-500 annually. Consider how and by whom these will be paid
- Is there a long-term contract commitment?
- Consider the layout of the home and the user's lifestyle, then look at the range of the monitoring device, which can vary widely by manufacturer (see ratings chart).
Another key decision when shopping for a medical alert system is whether to purchase an ongoing monitoring service, or simply monitoring equipment without any ongoing services. These two options are explained more fully below, along with ratings and reviews of medical alert providers and their agreements.
Monitoring Services
With these services, there is a servicing agreement entered into between the customer and a company that provides ongoing monitoring of the alert system. With these arrangements, the monitoring service is notified when the alert device is triggered, and is responsible for investigating and notifying the appropriate persons and/or emergency responders.
These services are more expensive than alert products that simply dial pre-programmed numbers (see "Equipment-Only Providers", below). A monthly fee is charged for the service, often $30-$40. There may also be a one-time installation or "activation" fee ($50 to $100 is common).
With monitoring services, it is important to evaluate the quality of the "central station"-- the centers where alerts and reminders (if any) are handled. Some things to look for:
- Are the centers UL-listed? Underwriters Laboratories examines equipment as well as staffing issues.
- Are they certified by an outside agency such as the Central Station Alarm Association (CSAA)? Check here for a list of "Five Diamond" certified central stations from the CSAA.
Equipment-Only Providers
Some providers sell just the equipment necessary to pick up the alert signal from the alert button and place calls to pre-programmed phone numbers. They do not provide a monitoring center to receive and respond to calls, so there is no service agreement required. There is a small ongoing cost, however, of replacing the batteries in the pendant and monitoring device.
Note: LawServer is not affiliated in any way with any providers of medical alert products or services.
Phillips Lifeline Review
Phillips Lifeline provides 24-hour monitoring in the US and Canada for elderly or disabled persons. It is a heavyweight in this industry, with over 500,000 customers. The customer wears a small button which is wirelessly connected to a phone line. When the customer presses the button, a device in the home places a phone call to a Phillips Lifeline 24-hour monitoring center. A representative summons assistance from family, friends or emergency responders as necessary.
A sample contract for Lifeline services is here, with some key provisions highlighted.
Pros
- Phillips offers a wider selection of equipment options than most competitors, including an alert button built discretely into a Timex watch.
- All of the alert buttons are attractive, which is important in making sure they are actually worn by the customer
- Phillips Lifeline is backed by a well-funded and highly reputable company. Phillips Lifeline is a owned by the well-known Phillips Electronics corporation, a Dutch company with many global operations. Phillips manufactures health care, lighting and consumer lifestyle products. Phillips Lifeline is located in Framingham, MA
- Equipment is installed by a professional, so there is confidence that it has been done right. Homes with DSL or without unused phone jacks, for example, could present a challenge to an elderly customer.
- Long pendant battery life (5 years)
- In our experience with Phillips Lifeline, a representative was able to clearly explain the system and the billing and then send an installer on short notice. The representative asked detailed questions about the elderly person's medical history in order to have useful information in case of a call.
- Available in both the U.S. and Canada
Cons
- Because Phillips Lifeline is generally offered through a hospital or other care provider, in effect you are usually paying a "middle man." The services are in reality provided by Phillips. Contracting directly with a service provider would typically cost less.
- Equipment is rented, not owned, by the customer
Compare providers
Visit Phillips Lifeline Web site
ADT
ADT is best known for its home security systems. It offers a Companion Service Personal Emergency Response System. While ADT requires a one-year contract, the company does say that it extends "special consideration for life-changing circumstances."
Pros
- Professionally installed
- AARP member discounts
Cons
- One-year contract required
- Comparatively high up-front cost
Compare providers
Visit ADT Web site
Walgreens Ready Response
Ready Response, marketed by Walgreens, is actually provided by American Medical Alert Corp., which has been in this business since 1981.
Pros
- Excellent bilingual and multilingual capabilities
- Reasonable prices despite the big brand name
- Lifetime warranty
- According to Walgreen's, will not affect your phone's normal function
- No commitment -- can be canceled at any time
Cons
Compare providers
Visit the Walgreens Ready Response Web site
LifeStation Medical Alert System Review
LifeStation also provides 24-hour monitoring for elderly or disabled persons. The customer wears an alert button around their neck, on their belt, or on their wrist. The button is wirelessly connected to a phone line. When the button is pressed, a monitoring device calls to a 24-hour service center, where someone ca confirm the emergency and contacts the appropriate family members, neighbors or emergency responders.
Pros
- LifeStation's monthly fee is significantly less expensive than Phillips Lifeline. Unlike how Phillips Lifeline is generallly sold, LifeStation is sold directly to the public, eliminating the "middle man."
- There is no up-front "installation" or "activation" fee
- Pendant battery lasts 4 years, according to the company
- LifeStation has been in the medical alert business for 30 years
- In our experience, LifeStation's customer service was very responsive and helpful. There was no sales pressure applied.
- 30-day return policy
Cons
- LifeStation offers fewer equipment options compared to Phillips Lifeline
- The alert button devices are a quite dowdy. They look inexpensive.
- The device must be installed by the customer
- Not available in Canada
Compare providers
Visit LifeStation Web site
Life Alert Review
Life Alert is offered by Life Alert Emergency Response, Inc., based in Florida. It owns the trademark to the famous (or infamous) "I've fallen and I can't get up!"
Life Alert has an interesting history. In 1993, the company was sued by California's Attorney General for deceptive practices and agreed to pay $1,350,000 in fines. The case was described this way by Rep. Linda Sanchez of California:
California's district attorney stopped Life Alert, the purveyors of the ‘‘I have fallen and cannot get up'' advertisements from aggressive door-to-door sales tactics. Those tactic
s included refusing to leave elderly people's homes until they bought the product, and refusing to issue refunds to consumers who complained about such tactics.
In 2004, the company sued a consumer complaint Web site, consumeraffairs.com, that was publishing consumer complaints about the Life Alert product. Life Alert later dropped most of the claims, and the remaining trademark claim was settled out of court. Consumeraffairs.com discusses the case here.
Pros
- Attractive devices: pendant and wristwatch are both appealing
Cons- It is difficult to get basic information about the products, services and pricing. The Web site is unhelpful. The toll free number leads to a call center that mails brochures and, in our experience, the representative was unable to answer basic questions.
- Requires three-year contract, which is not clearly disclosed in the advertising
- Limited choice of equipment
- The device must be installed by the customer
- Comparatively expensive
See a
sample Life Alert contract, with key provisions highlighted.
Compare providersVisit the Life Alert Web site 
LifeLink Review
LifeLink is marketed by Matrix Interactive LLC. It is a device that the customer installs in the home that can receive signals from an alert button worn on a pendant by the customer. Unlike a monitoring service, however, emergency calls are placed by the device to a sequence of phone numbers programmed by the customer until someone answers.
Pros
- No monthly fee
- Available in both the U.S. and Canada
- 30-day return policy
- One-year warranty
Cons
- The device must be installed by the customer
- Only one choice of alert button: a pendant
- False alarms (unwarranted calls to 911) could be a problem since the device launches calls automatically, without a monitoring service representative first assessing the situation
- Limited range (see comparison chart)
- Battery life may be short (company recommends replacing every 6 months!)
- 10% restocking fee if returned
Compare providers
Visit Lifelink Web site
Rescue Alert
Rescue Alert is sold both directly and through resellers. The monitoring system is operated by Mytrex, Inc., based in Utah. It has been in the medical alert business since 1986. It received some unwelcome publicity in 2007
Pros
- No up-front fee
- 30-day refund policy
Cons
- Commitment required - 3 to 12 months depending on pricing plan
Compare providers
Visit the Rescue Alert Web site
Valued Relationships, Inc.
Valued Relationships, Inc. (VRI) is located in Dayton, Ohio and has two monitoring centers that are certified as "Five Diamond" centers by the Central Station Alarm Association, an industry trade group. VRI offers a variety of alarm products and accessories.
Pros
- Certified monitoring centers
- Battery backup good for 40-80 hours, among the longest-lasting we found
- Offers models designed to work with digital phone services/VoIP
- Several choices of competitive pricing plans
- Available in Canada
Cons
Compare providersVisit VRI Web site
American Senior Safety Agency
American Senior Safety Agency offers perhaps the lowest-cost option of the major monitoring service providers we reviewed. It has been in business since 1996 as Get Help Now, Inc.
Pros
- 30-day refund policy
- very low monthly cost
ConsCompare providers
Visit the American Senior Safety Web site
Medical Alert Comparison
| Provider | Monthly
| Up-front | 5-year Cost
| Range
| Battery Backup
| Refund Policy
| Commitment
|
| LifeStation | $27-$30 | $0 | $1620-1800 | 400' | 32 hours | 30 days
| None
|
| Lifeline | $37-$45 | $50-$65 | $2270-2765 | n/a | 15 hours
| n/a
| None
|
VRI
| $15-$33 | $0-$175
| $1072-1977 | 250-600' | 40-80 hours
| 30 days
| |
Rescue Alert
| $29 | $0 | $1740 | 600-1000' | 90 hours
| 30 days
| 3-12 mos.
|
Ready Response
| $35 | $35
| $2135 | 250'
| 24 hours | n/a
| None
|
ADT
| $35 | $99
| $2199 | 300'
| 12-20 hours | n/a
| 1 year
|
| ASSA | $25-$30 | $0 | $1500-1800 | n/a | 24 hours
| 30 days
| 3-12 mos.
|
Life Alert
| $50 | $200 | $3200 | 150' | 20 hours
| n/a
| 3 year
|
| LifeLink | $0 | $289 | $289 | 50-200' | yes (duration n/a)
| 30 days
| None
|
Notes
- All information as of February 2009. The prices given in this table may change and should only be used as a rough comparison.
- The "5-year cost" is the estimated total cost of the system over the first five years.
- All information about range and battery life is as reported by these companies and has not been verified by LawServer.
- "ASSA" is American Senior Safety Agency, VRI is Valued Relationships, Inc.
- VRI has three pricing plans, and with the lowest monthly rate ($15) the customer must purchase the equipment for $175. Assuming the unit will be used at least 18 months, this is the best deal.
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