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Medical Alert Service Question and Answers

Top 10 Questions

General Questions

Service Questions

Monitoring Questions

Equipment Questions

Billing Questions

Special Offers and Promotions

Top 10

• How can I pay for the service?
• Acadian Medical Alert accepts Visa, MasterCard, Discover, American Express, checks through Automatic Withdrawal (ACH) for your convenience.

• What are my billing options?
• You can choose to pay Acadian Medical Alert monthly, quarterly, or annually. Acadian Medical Alert accepts Visa, MasterCard, Discover, American Express, checks through Automatic Withdrawal (ACH) for your convenience.

• I want Acadian Medical Alert for my mom and dad who live together. Do I have to pay two monitoring fees?
• There are no additional monitoring fees to have two people in the same home monitored. You will however need an additional pendant or wristband which is a one-time fee of $50.00.

• Is my pendant water-resistant?
• All Acadian Medical Alert Pendants are water-resistant and may be worn in accident-prone areas such as the bath or shower. It is not designed to be submerged or exposed to water for a prolonged period of time.

• Is there much equipment involved?
• No. Acadian Medical Alert is a very simple system that consists of your help button and emergency console.

• How will help get to me if my door is locked?
• External lockboxes can be purchased from Acadian Medical Alert Services. They can be securely attached to your home and can hold a key to your door. Acadian can give emergency personnel the combination to the lockbox while in route to your home. Friends and family can also use the combination to readily get into your home when an emergency arises.

• What if don't need the Acadian Medical Alert System anymore?
• If you decide you do not need the service anymore, simply contact the Acadian Medical Alert Customer Service Department at 1-877-315-2028 to cancel the monitoring service. You will have to return the equipment to Acadian in its original box. If you do not have the original packing material the equipment came in, Acadian can ship you the apprepriate packing material for $15. Please mail it to:
  
  Acadian Medical Alert, Inc.
  302 Hopkins St
  Lafayette, LA 70501

• Can we use the medical alarm to monitor both myself and my spouse?
• Yes, provided both people live in the same home. A second person can be covered for no additional fee. However, an additional pendant must be purchased for $50 from Acadian Medical Alert Service.

• What is the average response time after an emergency signal is transmitted?
• The average response time for Acadian's monitoring stations is an average of 13 seconds. The national standard is 60 seconds. We achieve this response time through investment in technology and our caring professional emergency dispatchers.

• Does the system work anywhere in the United States?
• Yes! Our medical alert coverage area covers the entire country. All you need to have a system in your home is constant power and a telephone line.

General Medical Alert System Questions

• How long will it take to receive my Acadian Medical Alert system?
• Simply place your order online or call us and we will rush your Acadian Medical Alert system to you. All orders placed prior to 3PM CST will be shipped the same day and based on your location you will receive it in 1 - 5 business days. Overnight service is available at a nominal cost.

• How can I change the information that I originally gave Acadian Medical Alert (ie. phone numbers, responder list, etc)?
• Simply call customer service toll-free at 1-877-315-2028 and give us your new information so that we can update your account.

• What if I'm not absolutely happy with Acadian Medical Alert?
• If you're not happy, feel free to return it. Acadian Medical Alert allows you to cancel service at any time without penalty with 30 days notice.

• What are your Customer Service hours?
• We monitor our medical alarms 24 hours a day, 7 days a week, 365 days a year. You can contact us any time by calling us toll-free at 1-877-315-2028 for customer service issues, technical assistance, or more information regarding your medical alert system between M-F 8am - 8 and 9am - 5pm CST. After hour calls will be answered the next business day.

• How do I return my Acadian Medical Alert when I no longer require it?
• If you decide you do not need the service anymore, simply contact the Acadian Medical Alert Customer Service Department at 1-877-315-2028 to cancel the monitoring service. You will have to return the equipment to Acadian in its original box. If you do not have the original packing material the equipment came in, Acadian can ship you the appropriate packing material for $15. Please mail it to:
  
  Acadian Medical Alert, Inc.
  302 Hopkins St
  Lafayette, LA 70501

• Will the Acadian Medical Alert help button work outside of my home?
• The range of the pendant varies depending upon location of the console and the size and construction materials of your home. In most cases, you should be able to activate the emergency pendant from any room in your home. However, the two-way voice communication is restricted to up to 30-40 feet from the base station. Whenever the Emergency Button is pressed and the operator can't establish voice communication with the caller, the Emergency Care Plan is activated. Please call our Customer Service Department at 1-877-315-2028 to test your unit. If you do not call prior to testing the range on your box and we can not communicate with you, we will follow your Personal Emergency Care Plan and call for rescue services.

• Once I receive my medical alert device, how do I install it?
• The Acadian Medical Alarm is very easy to install and requires no special skills and/or tools. Just plug the medical alarm telephone wire into a telephone jack and plug the power cord into an electrical outlet. Should you require assistance during installation, you can call us toll-free at 1-877-315-2028 and an Acadian Medical Alert Customer Service Representative will walk you through the process or help you find a certified installer in your area.

• How will help get to me if my door is locked?
• External lockboxes can be purchased from Acadian Medical Alert Services. They can be securely attached to your home and can hold a key to your door. Acadian can give emergency personnel the combination to the lockbox while in route to your home. Friends and family can also use the combination to readily get into your home when an emergency arises.

• Does the pendant work when I am away from my home?
• The pendant transmitter has a very good range, however, you must be in or directly outside your house for the medical alert system to work properly. Depending on the size and construction of your home, distances from the console may vary. However, if we cannot communicate with you, we will follow your Personal Emergency Care Plan and call for rescue services.

• How does your system work?
• In the event that emergency help is needed, simply press your Acadian Medical Alert Pendant or the HELP button on your console. The console automatically calls our UL-2050 Listed and "Five Diamond" certified Monitoring Center where your call for help is answered by an Emergency Medical Dispatcher. Our operators are trained to quickly assess the situation and contact emergency personnel as well as your family members on your Emergency Care Plan.

• What is the advantage of Acadian Medical Alert Pendant?
• Acadian Medical Alert Pendant enables the user to call for help when they cannot get to the phone. It opens a two-way voice connection directly to our UL-2050 Listed and "Five Diamond" certified monitoring centers and allows the user to communicate from virtually anywhere inside their home.

• What are some reasons I should consider a medical alarm?
• With a medical alarm you can get help with just the push of a button. You are connected with certified emergency medical dispatchers who will be with you throughout the emergency. They can also provide life saving instruction and help someone provide CPR, the Heimlich maneuver, control bleeding, open an airway, or deliver a baby. They can notify your family, friends or neighbors on your Emergency Care Plan willing to assist you until help arrives.

• Do you have to be near a console to use the Acadian Medical Alert Pendant?
• The range of the pendant varies depending upon location of the console and the size and construction materials of your home. In most cases, you should be able to activate the emergency pendant from any room in your home. However, the two-way voice communication is restricted to up to 30-40 feet from the base station. Whenever the Emergency Button is pressed and the operator can't establish voice communication with the caller, the Emergency Care Plan is activated.

• What if I am in a different room from the alarm console and you can't hear me?
• Whenever the Emergency Button is pressed and the operator can't establish voice communication with the caller, the Emergency Care Plan is activated. We dispatch the appropriate help and begin calling your contact list.

• Is there an activation, set-up, hook-up or installation fee?
• You ONLY pay for shipping of the equipment and the monitoring service, which is as low as $24.95/month. There are no activation, set-up, hook-up or installation fees.

• Does someone come out to install the system?
• Our system does not require professional installation which is one of the reasons so many families choose it. It is as easy to set up as plugging in a telephone. However, if you did run into a problem setting it up, we do have technicians available to walk you through the set-up and testing of your system at no cost to you.

• Does the pendant work from my mailbox or while gardening?
• The range of the pendant varies depending upon location of the console and the size and construction materials of your home. In most cases, you should be able to activate the emergency pendant from any room in your home. However, the two-way voice communication is restricted to up to 30-40 feet from the base station. Whenever the Emergency Button is pressed and the operator can't establish voice communication with the caller, the Emergency Care Plan is activated.

• Why should I get a medical alert system?
• The medical alarm system allows you to maintain your independence while giving your loved ones the peace of mind in knowing that you are protected with a touch of a button.

• How do I sign up for Acadian Medical Alert Service?
• Signing up for service is quick and easy. You can order online or call our toll-free number, 1-877-315-2028. Acadian Medical Alert Customer Service Representatives are available from M-F 8am - 8 and 9am - 5pm CST to take your calls and answer any questions you may have.

• Is the installation easy?
• Yes, the console plugs into any AC power outlet and the phone cord plugs into your telephone outlet. Press the button to test your system once it is installed and our live dispatcher will respond confirming that your system is operating correctly. If you do have difficulty installing your system, we do have installation technicians in our service area or you may call us toll-free at 1-877-315-2028 to receive step-by-step installation instructions and help over the telephone.

• Will the unit work if I lose electrical power in my home?
• In the event of loss of power, the medical alert system has a back-up battery that will operate the unit for up to twelve hours. Before the battery completely runs out of power, it will send a "low battery" signal to our monitoring center warning us that your unit will soon be nonfunctional. An Acadian Emergency Medical Dispatcher will then call you to advise you of the low-battery condition and answer any questions about your medical monitoring system.

• What is the range of the pendant?
• The range of the pendant varies depending upon location of the console and the construction materials of your home, but will usually activate anywhere inside the residence. The system is designed primarily for in-home use and should not be relied upon for activation outside of the home. You should be able to activate your alarm console from any room in your home depending upon its size. However, the two-way voice capability is restricted to up to 30-40 feet from the base station. Whenever the Emergency Button is pressed and the operator can't establish voice communication with the caller, the Emergency Care Plan is activated.

• How will emergency services gain access to my residence?
• Should an emergency arise, the first thing we do is dispatch rescue services. We then immediately begin calling the contacts on your Emergency Care Plan. The first contact we call is your key holder, usually a neighbor, nearby friend or family member that can meet rescue services to let them in your home. You can also specify a key location on your medical information form for rescuers to use to gain entry to your home. If you are concerned about your contact people not being there in time, we recommend ordering an Acadian Medical Alert Lock Box. The Acadian Medical Alert Dispatcher will provide the lock box combination to rescuers allowing them to gain access to your home without doing damage.

Medical Alert Service Questions

• Does the system work anywhere in the United States?
• Yes! Our medical alert coverage area covers the entire country. All you need to have a system in your home is constant power and a telephone line.

• What procedures are used to test the Acadian Medical Alert system?
• The Acadian Medical Alert systems are tested monthly. This test gives Acadian Medical Alert Service the ability to know that your console is communicating with our monitoring center properly. It is also a good idea for you to test the pendant on a monthly basis.

• What type of information does your emergency medical dispatcher have access to?
• Our dispatchers only have information you provide, such as your address, best route to your home, medical response agencies, your contact list and any hidden key / lock box information. With the information you have provided, Acadian Medical Alert dispatchers are able to contact the appropriate people and agencies in a timely fashion and give them pertinent information, especially when every second is critical. Your personal information is completely secure.

• Who will know that I have an emergency?
• Depending upon the situation and your condition, anyone on your Emergency Care Plan can be notified of your emergency. However, if your condition is not life threatening, we can take instructions from you and notify those that you want notified.

• Will the Acadian Medical Alert System affect my telephone service?
• The Acadian Medical Alert System has no affect on your phone service. It only uses the phone line to dial when there is an emergency and briefly for testing. These calls are toll-free. They will never be charged for the emergency calls.

• What if you are unable to hear me when I press the emergency button or help button?
• If for any reason we are unable to speak to you or hear you, the emergency medical dispatcher will execute your Emergency Care Plan and contact those you have pre-selected (local EMS, neighbors, family, friends or anyone else you choose.)

• What do I need to do before ordering Acadian Medical Alert Service?
• Ordering your Acadian Medical Alert personal emergency response system takes just a few minutes. Make sure you have the name, address, and phone number of the person Acadian will be monitoring. You will also want to consider a list of 2-3 names that can be added to your Emergency Care Plan to be called in an emergency. Many customers provide numbers for family, neighbors and/or friends.

• Once I order, when will I begin receiving service?
• Acadian Medical Alert offers same day shipping of your medical alarm when orders are received by 3:00 PM CST. We ship all of our medical alarms via UPS. We also offer express shipping options. Call Acadian Medical Alert today to order at 1-877-315-2028. Ordering is fast and takes less than 10 minutes. Representatives are standing by to answer your questions.

• Can we use the medical alarm to monitor both myself and my spouse?
• Acadian Medical Alert Service allows for the monitoring of multiple individuals in the same home. A second person can be covered for no additional fee. However, an additional pendant must be purchased for $50 from Acadian Medical Alert Service.

• Can the medical alarm follow me when I move?
• The medical alert system can be easily taken to another location. It is a great way to protect you when you move between summer and winter homes or move permanently. Simply unplug the power and telephone cords and re-install the device in your new home. You must remember to notify Acadian Medical Alert so that we can update your current location and information. Simply call customer service at 1-877-315-2028 and let us know what your new address and phone number will be. Your information can be changed as often as needed at no additional charge.

• Do you have a refund and cancellation policy?
• Cancellation of service can be made anytime. Acadian Medical Alert Service has no cancellation fees. Once we receive the equipment we will discontinue your service and refund any unused months. Bills are processed on the 5th of each month. If you cancel your service and we do not receive the equipment by the 5th, you will be charged for that month and each month thereafter we do not receive the equipment by the 5th of that month. See our Medical Alert Refund Policy for more information.

• What happens if I press the pendant but cannot respond? Will you still send help?
• If we cannot communicate with you through the medical alert console, the emergency medical dispatcher will immediately dispatch emergency services and begin calling your emergency contacts (friends, family, neighbor etc...) consistent with your Emergency Care Plan.

• What is the average response time after an emergency signal is transmitted?
• The average response time for Acadian's monitoring stations is an average of 13 seconds. The national standard is 60 seconds. We achieve this response time through investment in technology and our caring professional emergency dispatchers.

• Who do you call first?
• Our emergency medical dispatchers are trained to assess the situation and make fast and accurate decisions. Your customized Emergency Care Plan will outline the people and institutions you want us to contact in the event of an emergency. In most cases, the first call is to the local EMS service.

• What if I have a non-emergency?
• When the medical alarm is activated, our certified emergency medical dispatcher will discuss the nature of the alarm and try to help. You may request your local emergency medical service (EMS), fire, police, friends, family or neighbors to respond. We also review specific instructions from your customized Emergency Care Plan and follow those plans as well.

• How many times can I press the button?
• There is no limit on the frequency that you press the button. However, when the alarm is received, your Emergency Care Plan is activated and your call list is contacted.

• What if I press the button by mistake?
• When you press the button, one of our emergency medical dispatchers will answer your call for help. If the button was pressed by mistake simply tell the operator that it was a mistake and that you are fine!

• Can we use more than 1 Pendant?
• You can have multiple pendants with our system. Each must be purchased from Acadian Medical Alert Systems for $50 each. Our systems can be programmed to receive multiple pendants. You can have extra pendants or monitor other people in your home. Call our customer service department at 1-877-315-2028 to setup multiple pendants.

• Do you have to send an ambulance every time I press the button?
• We will only send an ambulance if the situation requires it. Our emergency medical dispatchers will assess the situation with you and make a decision. However, if we receive an alarm and are unable to communicate with you, we dispatch an ambulance and also follow your Emergency Care Plan.

• I don't want an ambulance. I just want my daughter to come. Can you do that?
• When you press the button on the Pendant we'll establish communication with you. You can then ask us who to notify. It is recommended to have your family members on your Emergency Care Plan so that we have the contact information on file to save precious time.

• Who pays for the damage if the emergency personnel break a door to come in?
• Different rescue services follow different procedures. In most cases, emergency personnel are allowed to break into your home to help you and cannot be responsible for damages. We recommend you purchase a key lock box to safely store a key for rescuers. We also recommend having a neighbor with a key that is on your Emergency Care Plan to minimize possible damages.

• Who responds to my call for help?
• Your call for help will always be answered by a live operator. Our dispatchers can provide life support that can help someone provide CPR, the Heimlich maneuver, control bleeding, open an airway, or deliver a baby.

• If something were to go wrong with my alarm how would I get it fixed?
• Just give us a call at 1-877-315-2028 and we will attempt to resolve the issue. If we are not able to resolve the issue we will send a replacement unit at no charge.

• How do I make changes to my account information after I set up the system?
• You can easily make changes to your Emergency Care Plan by calling our customer service department at 1-877-315-2028 . Our representatives can make whatever changes necessary.

• What quality are your operators?
• Our medical alert monitoring center is committed to providing exceptional patient care. This includes comprehensive emergency medical training. This program is designed to certify our operators as Emergency Medical Dispatchers. They can provide life support that can help someone provide CPR, the Heimlich maneuver, control bleeding, open an airway, or deliver a baby.

Medical Alert Monitoring Questions

• What kind of training do Acadian Medical Alert operators receive?
• Acadian Medical Alarm Service staffs its monitoring centers with Emergency Medical Dispatch (EMD) certified dispatchers. This certification assures quality training and a commitment to excellence for all Acadian's Medical Alert accounts. All Medical Alert operators can provide life support that can help someone provide CPR, the Heimlich maneuver, control bleeding, open an airway, or deliver a baby.

• Does Acadian Medical Alert Service offer medical alert monitoring service where I live?
• Acadian Medical Alert Services provide nationwide 24/7 medical alert monitoring services. Call us anytime at 1-877-315-2028 to start protecting yourself and/or your loved ones.

• Tell me about your Emergency Response Center
• Our Emergency Response Center is a UL (Underwriters Laboratories) 2050 Listed and "Five Diamond" certified monitoring facility with the highest classification, and is owned and operated by Acadian. We have state-of-the-art technology combined with highly trained emergency medical dispatchers to monitor your calls and emergency situations. We staff our centers 24/7 to keep you safe. Our mission is to provide exceptional patient care.

• Will help be sent if I am unable to communicate with, or hear, the operator?
• Yes. If you are unable to communicate with our monitoring center, for any reason, help will be dispatched.

• Where are you located?
• Our Corporate office is located in Lafayette, LA. Our monitoring centers are located in Lafayette, LA, Baton Rouge, and Chicago IL. Our monitoring centers provide nationwide 24/7 alert monitoring services. Call us anytime at 1-877-315-2028 to sign up for professional medical monitoring.

• Are calls for help answered by live operators?
• Your call for help will always be answered by a live operator. Our emergency medical dispatchers can provide life support that can help someone provide CPR, the Heimlich maneuver, control bleeding, open an airway, or deliver a baby.

• How do I specify my emergency contacts?
• Acadian Medical Alert Service provides a customized Emergency Care Plan for every subscriber. You can update your plan as often as needed with friends, family, neighbors, doctors etc. You can call our customer service department and they can assist you with the customization of your care plan.

• How quickly will you respond to my call for help?
• The average response time for Acadian's monitoring stations is an average of 13 seconds. The national standard is 60 seconds. We achieve this response time through investment in technology and our caring professional emergency dispatchers.

• Do you own your own monitoring center or do you contract out?
• Acadian Medical Alert Service owns and operates its own UL-2050 Listed and "Five Diamond" certified monitoring center. Our monitoring centers are located in Lafayette, LA, Baton Rouge and Chicago, IL. Our monitoring centers provide nationwide 24/7 medical alert monitoring services.

• How many operators do you have?
• Acadian efficiently staffs it's monitoring centers with bilingual (English and Spanish) Emergency Medical Dispatched certified medical alert operators 24/7 and responds to over 250,000 calls for help every month.

• How is your monitoring center certified?
• Our National Monitoring Center is UL-2050 listed and "Five Diamond" certified, FM approved and Department of Defense cleared. These agencies certify our monitoring center and ensure through annual inspections that the monitoring center meets stringent requirements. An example of these requirements is to ensure full redundancy of all systems, which means that if a system fails, a back-up system is implemented immediately and automatically. Backup power generators and UPS systems are another requirement that provides the monitoring center with the ability to automatically transfer from city power to generator power automatically. There are numerous requirements that a monitoring center must meet in order to hold all three of these certifications. Monitoring centers that can achieve all three of these listings are best prepared for any situation and can ensure that they will not go down and will be available to handle your emergency when you need them no matter what the circumstances are. Very few centers in the United States meet all three certifications. You should never use a non UL Listed monitoring center for any medical alert system.

• Are your operators always there to answer the phone?
• All calls for help are answered by live operators. Acadian staffs its monitoring centers with bilingual (English and Spanish) certified Emergency Medical Dispatchers. We provide nationwide 24/7 monitoring services. Call us anytime at 1-877-315-2028.

Medical Alert Equipment Questions

• Is there much equipment involved?
• Acadian Medical Alert Service is a very simple system that consists of your help button and emergency console. Just plug the medical alarm telephone wire into a telephone jack and plug the power cord into an electrical outlet.

• What kind of battery life does the Acadian Medical Alert Pendant have?
• The pendenants used by Acadian Medical Alert Service are long life lithium battery and will typically last up to 5 years with normal operation.

• What system repair/replacement service is provided with the Acadian Medical Alert system?
• Your Acadian Medical Alert system comes with a system repair/replacement service for as long as you stay with us.

• Will my help button break if I drop it?
• Your help button is extremely durable and should withstand a normal fall. If you do break your pendant, another one can be sent to you for $50 plus shipping. Simply call our Customer Service Department at 1-877-315-2028.

• Does the medical alert console use voice to voice (2-way) communication?
• The console has a powerful built-in speaker and microphone enabling you to establish 2-way (voice-to-voice) communication with our emergency medical dispatchers. Ranges may vary depending on the size and construction of your home. We recommend you test the device from different rooms of your home.

• Should the machine stop working, how do I get it fixed and is there a cost?
• Acadian Medical Alert Service is responsible for all service and repair for all of its equipment at no extra cost. We sill ship battery replacements at no extra cost to you. Our medical alarm equipment has a Lifetime Replacement Warranty.

• Do I have to do anything special if I have DSL internet service in my home?
• All you have to do is notify our Medical Alert Customer Service Representatives so that we can provide you with a DSL filter at no additional cost.

• Can your dispatchers listen in over the console and invade my privacy?
• The alarm system only calls our monitoring station when you press the pendant. Our equipment is not designed to initiate a call, it can only respond to a signal from the pendant.

• What kind of warranty do you have on your equipment?
• Acadian Medical Alert Service offers a FREE Lifetime Warranty. The medical monitoring system comes with a warranty on parts, labor and service. Charges may apply depending on the repair/replacement needed.

• What if I lose or break my equipment?
• The medical monitoring system comes with a Lifetime Warranty on parts, labor and service. Call our Customer Service Department at 1-877-315-2028 right away so that a new system can be sent to you so as to not go without coverage. Charges may apply depending on the repair/replacement needed. You will have to return the equipment to Acadian in its original box. If you do not have the original packing material the equipment came in, Acadian can ship you the appropriate packing material for $15. Please mail it to:
  
  Acadian Medical Alert, Inc.
  302 Hopkins St
  Lafayette, LA 70501

• What are the minimum system requirements?
• Operating a medical alert system is rather simple. All that's needed is a home telephone line and power outlet near the console.

• I have a rotary phone line will it affect the system?
• Not at all. Our system will work with either a rotary/pulse or tone telephone line. Our systems ship with a tone setting. Simply tell our customer service representative that you use a rotary/pulse phone so that your system can be configured for you.

• Can I speak with you through my pendant or wristband?
• Because our transmitters are designed to be worn at all times, including in the tub or shower, they do not have two way voice capabilities so you would not be able to speak with us through them. This is why our alarm console is specifically designed to provide the maximum voice range in your home. All you need to do in an emergency is speak out loud and we should be able to hear you (from 2500-3000 sq. ft. from the alarm console). However, if you activate your alarm and we are not able to speak with you we would send rescue.

• What if I am on the phone when I need to use my pendant?
• If you are on the phone connected to the unit, the medical monitoring system will disconnect your call and send the emergency signal to our monitoring station. If another phone in your house is in use, or possibly off the hook, then the console will attempt to communicate with the monitoring station but will not disconnect the call elsewhere in the house. For the first eight unsuccessful attempts, the console will sound an audible announcement "EMERGENCY." After the eighth attempt and announcement, the console continues to try and communicate with the Acadian Monitoring Center for another hour but does not sound an "EMERGENCY" announcement. If at the end of this calling sequence, the unit has still failed to communicate with the monitoring station, the console will reset.

• Should I test the unit periodically?
• The Acadian Medical Alert systems are tested monthly. This test gives Acadian Medical Alert Service the ability to know that your console is communicating with our monitoring center properly. It is also a good idea for you to test the pendant on a monthly basis.

• How large is the pendant? How can I wear it?
• The unit is very small and lightweight and can be worn as a necklace, on the wrist or with a belt clip. One of the first things our customers tell us about the transmitters compared to other transmitters is how much they like the small size. The transmitters are just over an inch tall and an inch wide. Also, the transmitter features a recessed button which helps in avoiding accidental activations.

• Is my pendant water-resistant?
• The Acadian Medical Alert System pendants are water-resistant and may be worn in accident-prone areas such as the bath or shower. It is not designed to be submerged or exposed to water for a prolonged period of time.

Medical Alert Billing Questions

• Are there any hidden costs above the monitoring fee?
• Acadian's goal is to make the system and service as affordable as possible and has no additional or hidden costs. The basic system equipment, console and pendant, are provided with your monitoring plan and must be returned in order to cancel service.

• What are my billing options?
• You can choose to pay Acadian Medical Alert monthly, quarterly, or annually for service. Acadian Medical Alert accepts Visa, MasterCard, Discover, American Express and checks through Automatic Withdrawal (ACH) for your convenience.

• I want Acadian Medical Alert for my mom and dad who live together. Do I have to pay two monitoring fees?
• There are no additional fees to have two people in the same home monitored with the same system. We will maintain a personal care plan for both individuals monitored by the same console at no additional cost to you. You will however, need an additional pendant or wristband which is a one-time fee of $50.00.

• What if I paid on an annual or a quarterly basis and cancel the service before the term expires? How much of a refund will I receive?
• You are only responsible for payments for the months you used the service. Acadian will refund you the balanced for the unused months. You can call us at 1-877-315-2028 if you have any questions. Bills are processed on the 5th of each month. If you cancel your service and we do not receive the equipment by the 5th, you will be charged for that month and each month thereafter we do not receive the equipment by the 5th of that month. See our Medical Alert Refund Policy for more information.

• Do I have to pay any additional phone charges when I use the system?
• The Acadian Medical Alert System uses a toll-free phone number to call our monitoring centers so you will not be charged for any emergency calls.

• Do you offer month-to-month service?
• We offer several payment plans. Month-to-month service is available, however, we also offer convenient quarterly and annual options for additional savings.

• Is the monitoring service the only cost?
• All system equipment, a single console and pendant, are provided with your monitoring plan and must be returned in order to cancel service.

• How can I pay for the service?
• Acadian Medical Alert accepts Visa, MasterCard, Discover, American Express and checks through Automatic Withdrawal (ACH) are available for your convenience

• Is there a penalty for early cancellation?
• If for any reason the service is no longer needed, simply call our customer service department at 1-877-315-2028 and return all system equipment. Bills are processed on the 5th of each month. If you cancel your service and we do not receive the equipment by the 5th, you will be charged for that month and each month thereafter we do not receive the equipment by the 5th of that month. See our Medical Alert Refund Policy for more information.

• What happens if I accidentally set off my alarm, are there any fees?
• If you should accidentally set off your alarm, that's okay. Simply tell the operator who speaks to you that was a false alarm. They will disconnect and no further action will be taken. There are no additional phone charges when using the system. The Acadian Medical Alarm dials a pre-programmed toll-free number. If for any reason we cannot communicate with you, your Emergency Care Plan will be activated and rescue services will be called. Some rescue agencies do charge additional fees for false alarms.

• What is the cost to get the system?
• Acadian Medical Alert is priced for people on fixed incomes. There is no cost for the equipment. You ONLY pay for shipping and the monitoring service. The lowest cost of our base system is $24.95/month and requires payment in advance on an annual basis. There are no activation, set-up, installation, hook-up or other fees and we provide free battery replacement for the lifetime of the system. You ONLY pay for the shipping and monitoring service, which is as low as $24.95/month. There's no long term agreement and you can cancel anytime you'd like. You can increase your service plan and pay up to $32.95/month. This service comes with a Lock Box, for emergency entry into the home, text message alerts to your call list and medication reminders.

• I'd like to pay for the service for my parents, is that possible?
• This is actually one of our most common payment methods. Acadian Medical Alert Service is a great gift that offers increased independence and peace of mind. Just mention this to the Acadian Medical Alert Customer Service Representative so that we can set up the billing properly. We can bill you directly instead of billing your parents. We also offer convenient billing methods like auto credit card or auto debit to make it easier.

• Is there a long-term contract I have to sign?
• Our agreement goes month to month and you may cancel anytime you'd like. There is no long-term contract to sign. Bills are processed on the 5th of each month. If you cancel your service and we do not receive the equipment by the 5th, you will be charged for that month and each month thereafter we do not receive the equipment by the 5th of that month. See our Medical Alert Refund Policy for more information.

• Is your service covered by Insurance?
• The service is usually not covered by insurance, however it is important that you check with your insurance provider to see if they will cover your medical alarm. Some do cover the expense. If you have a claim or prescription, your medical alarm payments may be reimbursed to you by your provider. We can provide you with a receipt that you can submit to your insurance provider for reimbursement.

• What happens if I cancel after the first 30 days? How do I get a refund?
• If you decide to cancel your subscription, simply return the system to us and we will credit you the unused months. For example...if you purchase one of our annual monitoring plans and cancel after six months of service, we will prorate the previous six months at the monthly monitoring fee and credit you the balance.

• What happens if I don't need it for the entire year? Do I get a refund?
• Our annual payment plan is a "no risk" option for you. If for any reason you decide to cancel your subscription before it expires, simply return the system to us and we will credit you the unused months. The credit adjustment will be based on the monthly charge. For example...if you purchase one of our annual monitoring plans and cancel after six months of service, we will calculate what the monthly option rate would have been for the six months of service, and credit you the balance. That way, you'll never pay more than the monthly payment rate.

• If I decide to keep the system, what do I need to do?
• Nothing is required from you if you decide to keep the system. You have already paid in advance for the service. The annual agreement will automatically renew upon completion of the 12 months of service. A Customer Service Agent will contact you regarding continued service payment options.

• How do I cancel the service?
• If you decide you do not need the service anymore, simply contact the Acadian Medical Alert Customer Service Department at 1-877-315-2028 to cancel the monitoring service. You will have to return the equipment to Acadian in its original box. If you do not have the original packing material the equipment came in, Acadian can ship you the appropriate packing material for $15. Please mail it to:
  
  Acadian Medical Alert, Inc.
  302 Hopkins St
  Lafayette, LA 70501

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