Emergency Response Center

There are two types of emergency response centers - provider-based and manufacturer-based. Provider-based centers usually are located in the user's local area and are operated by hospitals or social service agencies. Manufacturer-based operations usually have one national center. Sometimes, consumers who purchase systems can choose between provider-based and manufacturer-based centers, but consumers who rent systems from a Personal Emergency Response System manufacturer usually must use its national center.

Purchasing, Renting, or Leasing a A Personal Emergency Response System (PERS)

A PERS can be purchased, rented, or leased. Neither Medicare nor Medicaid, in most states, will pay for the purchase of equipment, nor will most insurance companies. The few insurance companies that do pay require a doctor's recommendation. Some hospitals and social service agencies may subsidize fees for low-income users. Purchase prices for a PERS normally range from $200 to more than $1,500. However, some consumers have reported paying $4,000 to $5,000 for a PERS. You also will have to pay an installation fee and a monthly monitoring charge which may cost from $10 to $30.

Rentals are available through national manufacturers, local distributors, hospitals, and social service agencies. Monthly fees may range from $15 to $50 and usually include the monitoring service.

Lease agreements can be long-term or lease-to-purchase. If you lease, review the contract carefully before signing. Make special note of cancellation clauses, which may require you to pay a cancellation fee or other charges.

Before purchasing, renting, or leasing a system, check the unit for defects. Ask to see the warranty and service contract and get any questions resolved. Ask about the repair policy. Find out how to arrange for a replacement or repair if a malfunction occurs.

If a PERS salesperson solicits you by phone, and you are interested in the device, ask for information about prices, system features, and services. You can then use the information to comparison shop among other PERS providers. If the salesperson is reluctant to provide information except through an in-home visit, you may want to consider doing business with another company. In-home sales visits can be high pressure, and the salesperson may urge you to buy before you are ready to make a decision.

Before doing business with companies selling PERS, you may want to contact your local consumer protection agency, state Attorney General's Office, and Better Business Bureau (BBB). Ask if any complaints have been filed against the companies you are considering. You also may want to get recommendations from friends, neighbors, or relatives who use emergency response systems.

Shopping Checklist

To help you shop for a PERS that meets your needs, consider the following suggestions:

• Check out several systems before making a decision.
• Find out if you can use the system with other response centers. For example, can you use the same system if you move?
• Ask about the pricing, features, and servicing of each system and compare costs.
• Make sure the system is easy to use.
• Test the system to make sure it works from every point in and around your home. Make sure nothing interferes with transmissions.
• Read your purchase, rental, or lease agreement carefully before signing.

Questions to Ask the Response Center

You also may want to ask questions about the response center:

• Is the monitoring center available 24 hours a day, 7 days a week?
• What is the average response time?
• What kind of training does the center staff receive?
• What procedures does the center use to test systems in your home? How often are tests conducted?

The FTC works for the consumer to prevent fraudulent, deceptive and unfair business practices in the marketplace and to provide information to help consumers spot, stop and avoid them. To file a complaint or to get free information on consumer issues, visit www.ftc.gov or call toll-free, 1-877-FTC-HELP (1-877-382-4357); TTY: 1-866-653-4261. The FTC enters Internet, telemarketing, identity theft and other fraud-related complaints into Consumer Sentinel, a secure, online database available to hundreds of civil and criminal law enforcement agencies in the U.S. and abroad.