Last Updated on August 23, 2022
Alert 1 Review Summary
With over three decades of experience in the industry, Alert 1 is a company that offers quality medical alert systems to its customers. The main pluses of Alert 1 is that the company offers various quality product options, making it easy for users to access Alert 1’s services.
Alert 1 does not manage it’s own monitoring dispatch center, but outsources this to a trusted partner. Some users may feel more comfortable knowing that the call center is managed in-house. In fairness to Alert 1, the call monitoring centers contracted are US based and adhere to strict industry standards. Readers can compare Alert 1 with other systems on the Medical Alert Systems Reviews page.
Disclosure: We receive referral compensation when readers purchase (see details).
Pros
No Long Term Contracts – Users are not locked into long term contracts. They are free to cancel at any time but prepaid fees are not refundable after 30 days.
Fall Alert & Other Options – Alert 1 offers various useful options like their Fall Alert and a mobile medical alert pendant for users. Users do not need a home phone line to access Alert 1’s services.
Voice Extender Box Option – The option of extra voice extender boxes (approx. $99) for a home medical alert can be helpful for larger homes. They allow for more easy communications between the dispatch representative and the user when the user is far away from the standard base unit.
Cons
No In-house Call Monitoring Center – Some people prefer to buy service from a company that manage their own call monitoring center in-house. This is based on the underlying belief that the company can more directly manage call activities. However, Alert 1’s outsourced call centers are US based and have passed stringent quality assurance requirements.
Alert 1 Detailed Review
Background
Alert 1 is a company based in Williamsport, Pennsylvania, the company started operations back in 1988. Back in the day, they were known as AlertOne, but currently uses the Alert1® name. They made a name first in their local region, before becoming one of the major providers of medical alert systems in the mid-Atlantic region. Currently, Alert 1 serves customers nationwide. Founder Paul Graafsma had a strong customer focus that contributed to the company’s steady growth and expansion. In 2008, the company was acquired by ResponseLink.
Besides Alert 1’s traditional medical alert, they offer additional personal emergency response systems technologies like mobile alert for out of the home protection and auto fall detection.
Visit Alert 1’s Official Website
How It Works
Alert 1’s home medical alert system consists of a monitoring console and a wireless help button that is worn either as a necklace or a bracelet. When a medical emergency occurs, such as when the elderly user slips and falls, he or she can press the help button. This establishes an alarm call to the 24/7 emergency response center.
A response representative will quickly answer the call and speak with the elderly user needing help. The response center representative will assess the situation and contact the appropriate parties for help.
Alert 1 routinely runs tests to ensure that the medical alert system is working. Users are also advised to make monthly test calls to ensure that everything is working before a real emergency takes place.
During these non-emergency test calls, the representative will likely take the chance to verify the senior’s address. This is a good thing. It does not hurt to be double sure on things, and it ensures that help will be directed to go to the right address.
In recent times, Alert 1 has added new product options to help users. Their mobile medical alert devices allow seniors to access Alert-1’s emergency monitoring services while they are on the go, while their fall alert pendant can detect falls automatically and set off an alarm call. We have more details in the rest of this review.
Cost
Alert1’s standard emergency response system and service is $25.95 a month when prepaying quarterly. Prepaying for 12 months (annual plan) will bring the monthly cost down further to $19.95 a month. There are no activation or installation charges associated with their classic medical alert system.
There is no monthly billing option, so the first payment is for a minimum of 3 months. The good news is that they do offer a good discount for customers who prepay for the year. You can see how their pricing compares side-by-side with other systems on the Compare Medical Alerts Systems Chart.
Alert 1’s product line include additional options like mobile monitoring and automatic fall alert. Mobile monitoring with GPS costs $47.95 a month or less with annual prepayment. A home fall alert detection system costs $36.95 a month. For either systems, customers can save by paying for the annual plan.
Annual plan payments are backed by a 30-day money back guarantee.
Visit Alert 1’s Official Website To Confirm Their Current Pricing
Contracts
There are no long term contracts. Users can cancel anytime by calling a toll free number, but they will need to send their undamaged equipment back to Alert 1 for the cancellation to take effect. While there are no termination fees, after the first 30 days, there will be no refunds at all including what has been prepaid for the months ahead.
Refunds under the 30-day refund policy will only apply to semi-annual and annual plan prepayments. Quarterly payments do not qualify for their 30-day refund policy.
For customers paying semi-annually or annually, we recommend that they test their system out thoroughly in the first week to ensure that this is something that they expect to find useful over the year. If they find that it’s not for them, they still have time to call the company and send the equipment back in time to receive a refund. Don’t wait till the last minute to ask for a refund. For more information on their 30-day refund policy, please visit the Alert1 website.
Equipment Overview
Alert1’s classic home monitoring console includes a very sensitive microphone that enables senior users to easily hear and talk to emergency response center representatives helping them.
Users also have the option to wear their panic button either as a necklace pendant or wrist strap. The button is waterproof, which allows for them to be worn when showering.
The service covers monitoring for an additional person living in the same household.
According to their website, the equipment provided is covered by a lifetime replacement warranty. They will repair and replace equipment that are not working, including batteries. If the battery on the panic button becomes weak, both the user and Alert 1 will be notified automatically. The user can expect to receive the appropriate battery or accessory needed to keep the system functioning.
Automatic Fall Alert Pendant
Alert1 offers an automatic fall alert pendant that can detect when a fall has taken place. If there is a positive signal, an alarm call is automatically placed to the monitoring center. This option is available for an extra monthly fee and will work with either the landline or cellular based home-use consoles.
This enhanced feature is most useful in cases where seniors pass out after they experience a fall. For seniors who have health challenges that make then susceptible to fainting, this provides an added layer of protection. Keep in mind that no automatic fall alert is going to be 100% accurate. If the user is able to, they should still press the help button as that is the surest way to know that an emergency call has been activated.
Attractive Pendant Lanyards/ Silicone Wristbands
One distinguishing feature of the Alert 1 system is that it offers users a number of different designs for lanyards. With most medical alert systems, the lanyard is plain or dark colored and standard looking. Alert 1 offers some interesting options with beads and bright colors, and silicone wristbands. They work with the standard (not auto fall alert) panic buttons of their classic or wireless home medical alert system.
To take a look at current options, visit their website and choose an offer to browse the add-on shopping cart options. You don’t need to checkout unless you are ready.
Voice Extender Boxes
The Alert 1 classic medical alert system accommodates add-on voice extender boxes that can be placed in different areas of the house. These act as satellite speakerphones when the user is far from the base unit that contains the main speakerphone. Remember, the SOS pendant itself does not contain any speaker or mic – it only activates the call connection.
Voice extender boxes are especially helpful for ensuring clear two-way communications in large houses, on different floors or in the basement. A phone line connection and power connection is needed for voice extender boxes to operate.
Phone Line Options
As with other medical alert system companies, Alert1 recommends connecting the monitoring console to a regular phone line. It is possible that the system will still work with VoIP phone lines. However, the user is subjected to greater risks associated, as VoIP phone lines do not have the same level of reliability as regular land lines.
As more and more seniors are giving up on having a home phone line, Alert 1’s mobile devices offer a great way for users to access their medical alert services without the need for a home phone line. These wireless mobile devices like the Kelsi, Kelsi Pro and Pax Plus work both in and out of the home. They will dial in to the emergency calls monitoring center via a cellular network connection. No cell phone subscription is needed – the cellular service comes bundled with the equipment.
Their devices work separately from any cell phone plan. Alert1’s equipment cannot be paired with an existing cell phone either.
Installation
Alert 1 medical alert systems are meant to be self-installed. The procedure is easy. For their classic system, the main connections are plugging the monitoring console’s power cord into a power outlet and connecting the console to a phone line.
Range
The range of the Alert1 panic button is up to 600 feet in an open area. However, inside homes, a more realistic range is up to 250 feet. That provides ample coverage for most homes. However, the actual range will depend on the layout of the home and its construction materials. Alert1 advises all users to test their system out through different areas of their home.
Their classic and wireless systems are for home use, so even if the button is able to initiate a call 300 feet away from home at an outside location, responders will be dispatched to the user’s home. Seniors seeking a high range system so that it can work from anywhere will need a mobile system instead.
Alert 1 has mobile alert devices that incorporate a speaker and mic, plus geographic locations technology. It works both in and out of home through a cellular network connection.
Monitoring Center
Alert 1 monitoring response centers work 24 hours a day, 7 days a week through the year. The monitoring services are provided through a US based company that they have partnered with, with extensive experience in emergency monitoring. Their call centers are both CSAA Five Diamond and UL certified.
Multi-Lingual Support
All representatives are US based. In case the user cannot speak or understand English, these trained representatives also have access to translators who can understand and speak 50 global languages such as Spanish, German, Chinese (Mandarin, Cantonese), Tagalog, Vietnamese etc.
Backup Battery
Should power unexpectedly go out in a home, the classic and wireless systems will continue working through a backup battery that lasts for up to 24 hours.
Mobile Medical Alert Systems
Alert1 offers three mobile medical alert system options called the Kelsi, Kelsi Pro (with GPS and Fall Detection) and Pax Plus (with GPS, Fall Detection and Lightweight Home Pendant). In contrast to Alert 1’s classic home medical alert system where users are limited to using the service only from home, a mobile medical alert pendant can be used both in and out of the home.
All three mobile pendant options are small, lightweight and water-resistant. They can be worn in showers. The also incorporate a speaker and microphone, so senior users can conveniently establish a two-way conversation with call monitoring center operators. No cellular phone subscription is needed, as the system subscription covers the cellular connection service to the monitoring center.
Mobile Alert Devices Kelsi and Kelsi Pro Compared
The main differences amongst the products has to do with the inclusion of location tracking and automatic fall detection. Kelsi is a basic mobile alert device. When an emergency happens, the device user can push on the SOS button to be connected to Alert1’s monitoring center.
Kelsi Pro is a more advanced option with two additional features activated:
GPS/ Wifi
The Kelsi Pro has location tracking technology through GPS and Wifi positioning. Most mobile alert devices will determine locations via GPS. The Kelsi Pro also includes wifi positioning to supplement GPS. Wifi positioning is especially useful for indoor location tracking.
Location tracking provides an additional layer of protection for system users. While in-home medical alert systems are associated with a specific home address for dispatching responders to, mobile alert devices are meant to work from anywhere and the location of the system user must be ascertained with each emergency call.
Most of the time, the monitoring operator will be able to speak with their senior customer and get their address. However, when the customer is unable to speak, the operator will still be able to ascertain their location.
Automatic Fall Detection
Kelsi Pro also has automatic fall detection activated. Seniors who suffer from dizzy spells, syncope episodes, diabetes, heart problems, seizures, or who are susceptible to temporarily losing consciousness may like this extra feature. Customers should keep in mind that automatic fall detection is not 100% reliable in detecting all falls. When an emergency happens, they should still press their help button if they are able to.
Just like the basic Kelsi, the Kelsi Pro mobile device comes with a help button that can be pressed in times of emergency. Thus, system users will still be able to manually push the help button to activate an alarm as needed.
For more information, check out the Alert 1 website.
To compare Alert1’s offerings with other mobile systems, check out our Mobile Medical Alert Systems Reviews section.
Mobile Alerts Devices Kelsi Pro & Pax Plus Compared
Like the Kelsi Pro, the Pax Plus comes with both location tracking (using GPS) and automatic fall detection.
The main difference in feature between the Kelsi Pro and Pax Plus is that Pax Plus comes with an extra home medical alert button. This allows senior users to wear a lighter button while they are at home. At home, the main Pax Plus mobile button unit can placed in its charging cradle to be recharged, while the user is free to move around to other areas of the home. If an emergency happens, they can press their home help button to activate an alarm call, even if they can’t reach the main mobile button device.
The Kelsi Pro does not include a second in-home button. So when users are leaving their Kelsi Pro device in the charging cradle, they will not be able to push on the SOS button unless they are close to the charging cradle. When making a choice which device to use, the pros and cons of the Pax Plus should be contrasted against the pros and cons of the Kelsi Pro.
The Kelsi Pro is simpler to understand since there is only one mobile button device to deal with. It can also hold a longer charge while on stand-by, reducing the frequency of recharging. In terms of cost, the Kelsi Pro costs about $10+ less per month compared to the Pax Plus. For an exact pricing comparison, please check Alert1’s website.
Complaints
The company has a BBB rating of A (mid-Dec 2019). In total, there were 104 complaints in the last 3 years, of which 45 occurred in the last 12 months. Forty-one complaints were resolved to the satisfaction of customers, while 62 were answered to but customer either remained dissatisfied or they did not provide final feedback on their acceptance.
Back in 2013, the company had an A+ rating with only 6 complaints. Their level of complaints have climbed over the last few years. The main area of dissatisfaction seemed to be the way they dealt with refunds.
We had a reader who who wrote in about his concerns in getting his money back in accordance with Alert1’s 30-day money back guarantee. It took him a few phone calls, but fortunately he did get his money refunded. After the initial 30 day period, there are no more refunds, and a number of customers only realized that when they cancelled. If you are concerned about this, check out Bay Alarm Medical. They offer both a 30-day trial period and pro-rated refunds.
Keep in mind that the initial 30-day refund period will come and go quickly and shipments back to Alert1 can get delayed. If you can work with that, it will reduce the risk for disappointment.
Summary
Alert 1 is a respected medical alert company with quality products and services. They have various products and options to suit different senior needs. There pricing is reasonable and they offer a 30 day money back guarantee. If you are interested in what you have read, take a look at their website for more information and access current readers’ offers.
Whether you are finding a good system for yourself or your parents, selecting a great company is important. You can compare Alert 1 with other companies on this chart or in the reviews section.
Disclosure: We receive referral compensation when readers purchase (see details).
While every effort has been made to ensure the accuracy of the information contained in this review, the information is supplied without warranties of any kind. We advise all readers to do careful due diligence before purchasing. Take time to visit the company’s website or speak with their representatives.
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Beware of Alert 1’s Risk-Free trial and refund policy–It is not risk-free. I ordered a system for my mother and paid the entire year at the time of purchase and was told there is a risk-free 30 trial. The unit arrived and when tested did not perform well–connection broke, static, unable to understand the representative on the other end. We tried and tested the unit a second time–a little better but similar results. Mom decided she no longer wanted this unit so I returned it. When asking about returning, I was informed that I would not receive a full refund. The original selling representative added an extended warranty of a cost of $68.75 which is not refundable. I NEVER agreed to this extended warranty. I have tried to get Alert 1 to refund the entire cost of $428.15 and they refuse . This is a deceptive business practice and very dishonest to add services without consent. This risk-free trial cost $68.75–reprehensible!
My sisters and I signed up for the medical alert program for my 80 year old mother who suffers from a medical condition that can make her so weak that she sometimes cannot get up. We renewed the service each year, and my mother carried the alert necklace with her for about 4 years. About a year ago, my sister who had signed up for the program passed away. There were other arrangements made for my mother, so she no longer wanted to have the Alert 1 program and called to see how to get the service stopped. She was told she had to wait until the end of the contract (about 11 months) and then send in the hardware that goes with the service. She did that, and obtained a proof of delivery that the hardware had been received by Alert 1.
When the contract period was up, she tried to stop the service and was told she would first have to pay almost $400. She asked for explanation and they tried to tell her the contract wasn’t up. Remember, the contract was with my deceased sister, not my mother. She argued and eventually got someone to agree she did not owe any money and the service would be cancelled.
A few days later, she got another call from customer service saying she owed the $400. She went through the process of explaining everything again, including the fact that the contract was with my deceased sister, not my mother, and that all equipment had been returned and she had proof of receipt. After another hour and a half on the phone, the customer service agent again agreed she did not owe any money and said she would cancel the service.
A few days later, she got still another call! This agent said she owed $400 and if she didn’t pay, she would be sent to collections. She again refused to pay, explained everything again, and told the agent that this constant calling and demanding money was harassment. Suddenly the agent “found” the returned hardware and agreed that she did not owe anything and said they would cancel the service.
At this time, it appears that Alert 1 has stopped the harassing phone calls, but it has only been about a week, so that isn’t certain yet.
The actual service she received while having the equipment was good, although she never had to use it in an emergency, but the hassle and harassment that occurred at the end of the service was such an awful experience that I would never recommend anyone sign up for this product.
I will say that the Alert1 gave us peace of mind when we had it, however, the fact that there is no refund when you cancel is an issue. We had the alert1 for 4 years, we joined in August of 2012 and cancelled in January of 2017. Because we didn’t cancel after 30 days in August, there was no refund. We paid annually as that was what we were told we had to do. I honestly think that needs to be changed, as it is quite a racket. There are many seniors on a limited income, plus we had no idea we were going to cancel as our situation had changed. Apparently we are suppose to be able to see into the future. Anyway, that’s my rant. I will let others know that if they need to cancel, they better make sure it’s within the 30 day period….otherwise, they can kiss their refund goodbye.