Frequently Asked Questions
On our FAQ page we provide answers to the most commonly asked questions that we receive regarding Safety Monitoring Systems. If you have a question that’s not answered below, please contact us and we will get you an answer. We may even add your question to our FAQ page. Remember that Emergency Response USA has a 30 day money back guarantee that you can try our system in your own home. We are confident you will be happy with our Safety Monitoring System
- How does our system work?
Basically what would happen is you would have a pendant that you wear either around your neck, or on your wrist. It is water proof so you can wear it in the shower or tub. The important thing is if you ever need help, all you do is push the button you are wearing. About a minute later our central station is going to begin to have a two-way conversation with you through the console that is plugged in at your house. At this time you may say something to us like, - I don't need an ambulance, but would you please call my son/daughter, neighbor, or friend? It's not always a paramedic emergency and we are going to do pretty much whatever it is you ask us to do. However, if we are unable to speak with you or you say it's an emergency, we would immediately dispatch the local paramedics to your house.
- How close to the console do I need to be in order to be heard?
The system we use has a sensitive speaker/microphone In the average home we can usually talk with you regardless of what room of the house you are in. However, please understand that we have had people in the very room where the system is located who were unable to speak with us. Perhaps because of a heart attack, stroke, or choking on something. In that case, we would immediately dispatch local paramedics to your house.
- What if the user of the alarm is hearing impaired?
The system we use has a sensitive speaker/microphone. In the average home we can usually talk with you regardless of what room of the house you are in. However, please understand that we have had people in the very room where the system is located who were unable to speak with us. Perhaps because of a heart attack, stroke, or choking on something. In that case, we would immediately dispatch local paramedics to your house.
- If I order the alarm and for some reason I need to send it back right away, will I get a refund?
Here at Emergency Response USA, we know through experience with our parents, that we sometimes worry more about them than they do. If for some reason our system does not work for your family, simply call us and return the system within 10 days for a full refund.
- Must I sign a long term agreement?
No. We do not have a long term agreement. Our agreement is month to month.
- Is your service covered by Medicare, Medicaid, or insurance companies?
Every State has its own policy. Please check with your local Division on Aging.
- Does the system work outside?
Yes. If you should have a problem outside the house, anywhere within 2 to 300ft from the house, the system will still work. However, we are not going to be able to communicate with you because you are outside. In that case, we would immediately dispatch local paramedics to your house.
- I have a rotary phone line, will that affect the system?
Not at all. Our system will work with either a rotary/pulse or tone phone line. It is a simple adjustment to teh unit that our customer service staff can help with.
- Can I take the system with me if I move?
Yes. Simply give us 24 hours prior written notice so that we can update your file with the new address and telephone number. When you reinstall the unit please press the pendant and test the system. This way we can see that you are in the new location.
- Who responds to my call for help?
A friendly operator at our Monitoring Center will talk with you through the console. If assistance is needed we will call your local EMS to send the help you require.
- What happens if my electricity goes out?
The system has a battery back-up that will operate the unit for up to 5 days after an electrical outage. When power is restored the battery recharges, so it is ready for any additional power outage.
- How will the paramedics get into my home?
Should we have to call paramedics, we would immediately call any friends/neighbors/family members on your contact list that have a key to your home and live close enough to meet rescue and open the door. You can also use our Secure-a-Key around your door handle to store a key and we will give the combination to rescue at the time of the emergency. This can assist rescue in gaining entry without cracking a window or jimmying a lock on the door.
- How big is the pendant and console?
The console is about the size of your average telephone and sits easily on any table. The pendant is very lightweight and waterproof It is not cumbersome in any way.
- Is the pendant difficult to push?
The pendant is designed to be pressed firmly in order to prevent accidental activations, however there is no need to put a lot of strength behind it.
- What happens if I accidentally set off my alarm?
If you should ever accidentally set off your alarm that's ok, just tell the operator who comes on the voice console that you accidentally pressed the button. They will then disconnect and no further action would be taken. We are there 24 hours a day and are happy to assist you.
- I live in a rural area, can I still be covered?
Absolutely! We are a national company and you can have your service ANYWHERE in the United States.
- How do I plug it in? Do I lose my telephone jack?
You just simply plug the system in just like you would a telephone answering machine. You do not lose your telephone jack.
- Do I need a special phone jack in order to have your system?
No, Everything you need is included for a simple install.
- How long does it take to get a response after I press my pendant?
About one minute later, our central station will begin to have a two way conversation with you, to see how we can assist you.
- If something should ever go wrong with my system, how do I get it fixed?
If this should happen, simply call our toll free number and we will attempt to troubleshoot the problem with you over the phone. If for some reason, we cannot resolve the problem over the phone, we will send you a replacement that day at no charge.
- Can I update and change information after I set up the system?
Of course! Just drop us a note letting us know what you wish to change.
- Do you have any other payment options after the initial credit card charge?
Yes. If you so choose we can continue to charge your credit card or set up an automatic debit from your checking account. You decide.
- I want this for my mom AND dad, do I have to pay two monitoring fees?
Additional pendants are $3.50 per month.
- What happens if I cannot talk or respond to you after I press my pendant?
If we are unable to speak with you, we would immediately call paramedics and dispatch rescue to your house.
- How do I receive my Medical Alert System?
We send the system to you United Parcel Service (UPS). There is no charge for delivery. You would receive the system approximately 3 – 5 business days (depending on where you live in the U.S) after you ordered it. If you need it the very next day or delivered on a Saturday, that can be arranged. Current UPS delivery fees would apply.
- I'm ordering this alarm for my parents, but I want to be the one billed for it. Is this possible?
Yes of course. Simply give us your billing instructions and we would be happy to bill you instead of the person using the alarm.
- Can I use this system with VOIP?
- Can I use this system with DSL?
Yes. If the unit is being installed in a residence that has DSL please let us know and we will include for $19.95 an easily installed plug-in adapter.