Complaint Review: ACADIAN AMBULANCE ON CALL

Acadain is definately NOT ON CALL!

Saturday Morning, May 7th, 2016

When my 89 year old mother fell and attempted to activate the Acadian Ambulance On Call System it did not work.

It did not even activate.  She pressed the button for over an hour while she lie on the floor in pain.

Fortunately she was not seriously injured or we would address this with Acadian On Call in the 19th Judical Court instead of the internet.

When I checked on my mother I discovedred her on the floor in the kitchen of her home.  After helping her up and checking her out for injuries I too tried to press the button on the device around her neck and it did not work.  I pressed and pressed....nothing.  So I checked the battery by pushing the button on the back and it audibly said "battery ok".  So the problem was not the battery.  When we were sold the service in 2014 we tested it then and all yo had to do was press and release the button.  I removed the button from around her neck and began pushing it again and again right next to the base station.  I counted 35 tries before I  pressed and held it down for 30 seconds. 

The unit finally activated.  I could hear the phone connecting and dialing and connecting to Acadian On Call but then nothing happened.  No one came on the line to ask are you ok? after several minutes the unit announced that it was hanging up now.  I pressed it several more times before it activated again.  The same thing happened, it connected and not one came on the line and then after a few minutes it hung up.  Now Imagine if this was your elderly mother trying to get help.  Theres no way, particularily if injured, an wlderly woman would have the stamania to keep trying like this over and over again.  Its ridulous.

Finally a third connection and someone, a woman, finally anwered the call and wanted to know if we needed assistance.  By this time several minutes have passed that should have resulted in a life saving ambulance dispatch.  I told the woman its a good thing we dont really need you or my mother could be dead waiting on this service to respond to an emergency.

Right before the thrid connecton the phone rang from Acadain Ambulance for 30 seconds and hang up before anyone could even get to the phone.  The woman on the box said she dispatched the ambulance after we did not answer the phone.  I let my disappointment be known and asked why she only let the phone ring three times and did not call back?

What kind of Micky Mouse Operation is this?

Thank God my mother was not seriously injured and in need of help.  She certainly would not have gotten it from Acadain Ambulance On Call.

The Ambulance Unit 193 arrived Kalia Devilla and Rebecca Villavaso were polite and professional and at first said the button my mother was wearing was not an Acadain device.  She did not recognise it or has ever seen one like it before. I showed her the base unit with an Acadian On Call sticker on it and she then said it must be an older one.  They inspected the base unit and saw it was not working properly and noted that you could barely hear the dispatcher on the little speaker on the button unit.  My mother who needs hearing aids would not have been able to hear it if it was working properly as the volume is way too low.  They also stated that Acadian On Call was a seperate company.  They apologized and said we should contact On Call with a complaint that they were not technicians but could confirm the system was not working properly.

I had a much higher level of expectation on Acadian Ambulance than this.  With all the money they make they could certainly upgrade their system to one that actually works when people need it.  Acadian Ambulance has a good reputation and Im sure they do a good job most of the time but ACADIAN ON CALL sucks!

When we needed them they were not there.

Dont use this company to protect your loved one.  There are several other companys with a much better track record with better, more robust equipment and systems and employees.

We are switching to another service post haste and my attorney will be contacting Acadian Ambulance On Call with a polite request for a full refund for a system that is proven not to work.

The good name of Acadain Ambulance is being sullied by this non performing division or subsidary.