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Medical Alert
Verizon SureResponse
About Verizon
Verizon was started in 1920 in New York and has been running phone and mobile devices since the early 80’s. With that kind of history, you know that they have grown from great experience. They are mostly known for their cell phone services, but they have medical alert services as well. It is quite easy to set up an account for just the SureResponse, or add it to your existing Verizon account.
Better Business Bureau Rating
• Verizon has been accredited since 1/1/1929.
• They currently carry an A rating.
• There have been 1,915 complaints closed in the last 3 years and 566 in the last 12 months.
• 164 complaints were for advertising and sales issues.
• 568 were regarding billing and collection problems.
• 56 complaints were about delivery issues.
• 4 were regarding guarantee and warranty issues.
• 1,123 complaints were for problems with product or service.
SureResponse Features
• Waterproof and can be submerged for 30 minutes. • Docking station that charges the mobile emergency button. • Can be worn on the wrist, around the neck or with a belt clip. • You get unlimited emergency calling. • Convenience calling which gives you 60 minutes of calling agents for non emergent
help like finding phone numbers, or connecting you to local businesses or family members.
• SureResponse online lets you add or change information regarding your list of caregivers, as well as letting you pick what alters you want on your device and who can call you.
• Two wall charger cables • Telephone cable • Travel charger • GPS technology so caregivers can locate you in the event of an emergency.
Other Features
• You can add a list of people to be notified in the event of an emergency.
• You can update any personal information to your profile so responders can help you better.
• The Locator Feature lets responders, and designated caregivers, know where you are anytime you have pressed your button.
Returns and Service Cancellations
If equipment needs to be replaced due to your own negligence, the retail price for replacement is $229.00. We were able to find information in the FAQ’s that states that there is insurance available. But when directed to the link, there is no mention of cost for the SureResponse product.
Other Features
• Calls from anyone can be routed to your device through the SureResponse Call Center.
• SureResponse is supported in both English and Spanish.
• Paging feature which allows you to push a button on the docking station and your device will ring so you can find it. Once you do, simply press the volume button and the ringing will stop.
SureResponse Online Features
• Get help from live operators to set up and start using your equipment.
• You can view and edit any information in your profile.
• Your account settings can all be changed and you can opt into, or out of, notifications.
• Adding family and friends, or caregivers, is very user friendly.
• Add contacts that you want to call you through your device.
Pricing
• $30 monthly charge
• One time activation fee of $35
• Equipment fee of $19.99 with a two year contract
• Any minutes of Convenience Calls beyond the given 60 minutes charges you $0.45 per minute.
• $149 charge if you need a technician to come and set up the device
Contact Information
Headquarters 140 West Street New York, NY 10007 Verizon Wireless ATTN: Correspondence Team PO BOX 5029 Wallingford, CT 06492 212-395-1000 Live Chat also available on the website.
• You can have multiple devices paired with the docking station charger. Though a device should not be paired with more than one docking station at a time; it can overload the system and render your alert device dysfunctional.
• Low equipment fee with a 2 year contract.
• SureResponse Online gives you easy access to all of your account options and settings.
The Good
The Bad
• Activation and equipment fees
• High cost for equipment if you don’t want to sign a contract
• Charging $0.45 per minute for overages on the convenience calls seems a bit steep to us. This is a product for the elderly and this seems like taking advantage of often forgetful and confused older people.
Summary
If you want the confidence with a well known company, and one you probably already have cell service with, then Verizon might be the way to go. However, we feel because of the fees associated with this product, it may be best to go with another company where you can save money and still get great service. Customer service with Verizon is often the best that we have experienced and you may find that you appreciate how easy it is to get through to them, have your questions answered, and get specialized help. This is aside from the problem we had getting information about the insurance coverage. All customer service representatives we spoke with were very friendly and professional.
