This is a service provided to elderly individuals to have the ability to press an emergency button when they fall or get hurt. This morning, my grandmother fell and hit her button 3 times. A prerecorded message came on that said, emergency call made. She sat on the floor hurt and soaked in her own urine for hours thinking someone was coming. After hours of moving herself hurt and using her grabber to get her cell phone, she called me and I ran over. I hit the machine help button and same message was said, emergency call made. No one came. We made a call to the manager, Kevin and he explained it was my 80 year grandmothers fault she wasn’t testing the device monthly. I told him she was and according the quick guide, the machines green lights meant it was working. I also stated that I made a phone call a month ago to change billing information and no one said that her test calls weren’t coming to them when I stated she did them monthly. He agreed to give us 2 months credit and send us a new device, but they couldn’t tell us what was wrong with her current device. I told them I no longer trusted their service and to cancel. He told me we can’t because we were under contract. I told him I would contact a lawyer and he said, well I guess I can cancel since her contract is only one more month long!!! WTF!! He said we will no longer receive a credit and we had to ship the equipment back at our own expense. Isn’t the one job they have is to protect elderly individuals and maybe audits of testing should be done as many older people do not understand technology?! I work in a large bank and we contact consumers if an account is not active for 6 months. Apparently they care about revenue and not our loved ones!! DO NOT TRUST THEM WITH THE ONES WE LOVE!!! Also, Kevin is rude, disrespectful, and interrupted me while trying to tell him the horrific situation and then blamed an 80 year for not testing it correctly. Worst person ever!!!!