MedGuard Alert - Lifewatch USA Review

Medguard Alert Lifewatch USA Medical Alert System


Who Is MedGuard Alert? 

Per the Better Business Bureau's website, MedGuard Alert, Inc. has been in business since 2011. MedGuard purchased LifeWatch USA in 2017 and LifeWatch USA was started in 1996. Please note that at the time of this review, some of their online information was out of date and did not contain pricing information.

All of their customer service and medical alert monitoring centers are based in the USA and their medical alert products are UL/ETL listed. They are headquartered in Middletown, CT. MedGuard Alert claims to have over 500,000 satisfied customers with their medical alert monitoring services.

Review Summary

MedGuard Alert's monitoring center representatives stay on the line until help arrives and offer comfort and advice during that time. Their monitoring equipment is UL certified however their monitoring centers are not TMA Five Diamond Certified. When you call MedGuard Alert, they will customize a monitoring plan for your aging loved one. 

There are two medical alert systems that MedGuard Alert offers:

1. In-Home System: This traditional medical alert system that can be used with or without a landline and offer VoIP options as well. 

2. SmartGo Personal Safety and Security: Waterproof medical alert  button designed to go with you anywhere. It includes automatic fall detection and real time GPS tracking. The button is a two-way voice speakerphone that will connect you directly with a live operator. It can be used anywhere within the U.S. or Puerto Rico. Depending on your location within the U.S. you will get the 3G or the 4G version. Be sure to ask when ordering.   

Please Note: 3G technology is currently being phased-out by cellular carriers.

There is an E-Responder Mobile Button listed on their website, but their sales team told us it is not a product they are offering.



Pros

Easy installation and no equipment fees. Two options to choose from including GPS tracking and automatic fall detection. Monitoring centers are company owned. All equipment is UL certified. No long-term contracts. Long back-up battery life. Periodic system tests performed.

Cons

No smoke or carbon monoxide detector options. No activity or wellness vitals monitoring options available. No pricing information and outdated information available online when compared to what we received by phone. Not TMA Five Diamond Certified. They charge a re-stocking fee for returned equipment.

Rating: 2.5



Since you're looking at MedGuard, consider taking a look at Medical Alert for comparison.

Compare Device Features:

Pros & Cons To Consider

How did MedGuard Alert - Lifewatch USA do?
Price
MedGuard Alert - Lifewatch USA Review

Cost for Equipment

No equipment costs with any monthly alert monitoring program.

Cost Per Month

Systems start at $29.95 per month. 

Advance Payment Discounts

No

Monitoring Agreement Term

No long-term contracts.

Repairs or Replacement Charges

The will charge you $300 for the equipment if it is stolen or lost but not for normal wear and tear. You can purchase a warranty on the system for free replacements (for any reason) for an additional $5.00 per month.
Cancellation Policy & Discounts
MedGuard Alert - Lifewatch USA Review

Cancel at Any Time

Yes, but there is a $50 restocking fee for any equipment that is sent back to them. 

Senior Discount

No

Other Discounts

No
Equipment
MedGuard Alert - Lifewatch USA Review

Approximate Button Range in Typical Home

600-800 Ft

Watch/Button Battery Life

Approximately 5 years.

What Happens if I Lose Power

The system should last up to 5 days using battery back-up.

Is the Watch/Button Waterproof

Yes

How Can The Button Be Worn

Pendant or wrist options.

UL Certified Equipment

Yes

Does The System Automatically Test Itself To The Monitoring Center

Yes, they perform periodic test calls. 

24 Hour Technical & Customer Support

Yes
Monitoring Station
MedGuard Alert - Lifewatch USA Review

TMA Five Diamond Certified Monitoring Center

No

Typical Response Time When Button Pressed

Between 25-30 seconds.
Other Options & Information
MedGuard Alert - Lifewatch USA Review

How Fast Does System Ship

2-3 business days.

Do You Need Separate Systems For Mom & Dad

No. However, an additional pendant is $5 per month.
Optional Advanced Features
MedGuard Alert - Lifewatch USA Review

Activity or Inactivity Monitoring

No

Senior Fall Detection

Yes

Cellular or No Phone Line

Yes

Non-GPS Mobile Alert System For Protection On The Go

No

Smoke or Carbon Monoxide Protection

No

GPS Medical Alert Tracking System

Yes
Special Offers
MedGuard Alert - Lifewatch USA Review

Special Offers For Our Visitors

None at this time


Monthly Costs & Fees

MedGuard’s monthly fees for their basic in-home unit are slightly higher than other comparable products on the market. They also do not offer advanced payment discounts like many of their competitors. MedGuard’s mobile on-the-go product is more in line price-wise with others in the market and the fact that they do not have shipping fees or long-term contracts is a plus. Keep in mind that the mobile system comes with automatic fall detection and some medical alert companies charge an add-on fee for this service. 

MedGuard LifeWatch USA System Cost Per Month
In-Home Landline $29.95
In-Home Cellular $34.95
SmartGo Personal Safety & Security $39.95


What We like about MedGuard

Mobile Medical Alert with GPS Option - Smart Go Personal Safety and Security unit with GPS and built in fall detection is a great option for those who want protection outside of the home, and it is waterproof.  

24-Hour Support -
The MedGuard Alert emergency support team is available 24/7 and their centers are based in the USA. 

Company Owned Monitoring Center - The monitoring center is company owned but not TMA Five Diamond Certified. Monitoring center agents are EMT and EMD certified. 

Fall Detector Options - Since diabetics have the tendency to faint and falls are common among seniors, fall detectors can be helpful because the user may be unable to press their medical emergency button. This option is only available for the Smart Go Personal Safety systems. 

No Long-Term Contracts - Cancel MedGuard’s services at any time as they do not require any pre-paid plans or long-term contracts. Their FAQ section has a sample copy of their monitoring agreement for you to read in advance of making a purchase. 

What We Dislike About MedGuard

No Long-Term Contract But Has Re-Stock Fee - You can cancel any time, even before the service has started if you change your mind. However, you must return the equipment if you don't want to be charged and there is a $50 restock fee. 

No Carbon Monoxide or Smoke Detection - 
Both are important features to have in your home and MedGuard does not have these options at this time. We highly suggest installing these detectors on your own if your medical alert company does not provide them. 

No Activity Monitoring - Activity monitoring typically requires the user to check-in with the system by pressing a button once every 24 hours or automatically checked with motion sensors and door contacts. This is very beneficial as it allows you to know that your loved one is active and about each day.

Lack of Pricing and Product Information - With the lack of any pricing information online, it can be hard to know if you are getting a good deal from the company. Also, some of MedGuard's product information on their website does not match what we were told was currently available.

No Online Ordering - In today's world, online ordering is a must. 

No Advanced Payment or Senior Discounts - Most medical alert companies offer a discounted rate for paying annually. 

Offering Outdated 3G Cellular Technology -
 This is old cellular technology that is currently being phased out by cellular carriers. MedGuard should be phasing out 3G technology but they still offer it in some locations. 

What Others Are Saying About MedGuard

MedGuard Alert has reviews on their website however they are not verified by 3rd party sites like Trustpilot. The consensus of the reviews talk about MedGuard’s service being reliable and convenient with 24-hour support.

MedGuard has 35 BBB complaints at the time of this review. Many of the complaints on file with the BBB mention billing issues with MedGuard. A few users complained about returning the equipment and they are continued to be billed. We read many complaints about their customer service and their persistent calling. Some have even gone as far to accuse MedGuard of tricking their elderly loved ones into buying their services. It is interesting to note that LifeWatch USA which was bought by MedGuard in 2017 had similar robocall complaints. MedGuard denies these practices however in June 2018 there was a class action lawsuit brought against MedGuard for unlawful robocall practices. 

MedGuard is not BBB accredited but has an B+ Better Business rating at the time of writing this review.


Bottom Line

Since the MedGuard Alert (LifeWatch USA) website does not offer pricing online, we had to call to get more information. Our call was pleseant and the customer sales rep was not pushy. Please note, their website is not up to date showing some non-current product information.

MedGuard basically only offers two systems - a traditional in-home system (with or without landline) and The Smart Go Personal Safety and Security option (3g or 4g). The Smart Go is good for those who need coverage inside and outside of the home and are prone to falls since it has automatic fall detection built-in. Their medical alert monitoring pricing is somewhat competitive; however they do not offer any type of discounts which is disappointing. We also prefer to recommend a company who is TMA Five Diamond Certified. 

Considering all the new technology and competition in the medical alert marketplace we feel there are other options that could be a better choice.

Although our experience with this company had these results, your experience may be different. If you're interested in this company's services, contact them to judge for yourself.

Modified: 2020-05-15