Frequently Asked Questions (FAQ)
For your convenience and so you have 24/7 access to answers here are some of the frequently asked questions.
FAQ About The Business:
How does the satisfaction guarantee work?
We guarantee you’ll be happy with our service. If you’re not, return it, and you won’t pay another penny going forward*. If we screwed up in the past, we’ll refund that money, too.
* We’ll refund any payments made from the time you notify us by phone or email that you wish to discontinue your service if the equipment is received back at BlueStar within 15-days of your email or call. Please visit our Cancellations & Returns page for details.
To cancel service call our Support team at 1-800-300-1724 ext. 2 or email them at email@example.com.
How do I do returns?
Look on your equipment for a tag with our phone number. Call that number and we’ll promptly send you instructions on how to return the equipment. For details visit our Cancellations & Returns page.
- To cancel service call our Support team at 1-800-300-1724 ext. 2 or email them at firstname.lastname@example.org.
Will you ever change the price?
We have the lowest prices in the industry. We may change prices in the future, but not for you. Once you start using a service at a given price, that’s your price, forever.
How long am I obligated?
Not at all. We don’t do long term contracts—everything is month-to-month.
Where does BlueStar donate money for veterans?
Our Veteran Advisory Board includes 14 generals and admirals from all services. They decide where we will send donations. Our most recent donation was to the National Military Family Association.
Do I have to be a veteran to be served by BlueStar?
No. We focus on veterans and their families, but will happily provide services to anyone.
FAQ Medical Alerts:
How do I know if I have a land line?
If you have a phone with a line plugged into the wall, you have a land line. There are different kinds of land lines, known as POTS (Plain Old Telephone Service) or VOIP (Voice Over Internet Protocol), but you don’t have to worry about them. If you have a wire into the wall, consider it a land line. No wire—it’s cellular. One thing to remember—a cordless phone has no wires between it and the base station, but the base station is plugged into the wall. That’s a land line phone.
Who does the monitoring?
In this industry, nearly all companies have their 24/7 emergency monitoring done by professional monitoring teams who do that for a living. It’s the safest and best way to go. We at BlueStar do the same; we handle monitoring through Legacy Security, which has locations in South Carolina, Pennsylvania, and Michigan. When you press the button for an emergency, the call goes to their trained technicians who respond in under 1 minute on average. Legacy Security supports 200 languages.
When you call BlueStar for other issues, the calls go directly to our offices in Maryland.
What is the range of my button?
Our in-home device, the Sentry, offers at least a 600 foot range, but it depends on geometry, building materials, etc. When you first set up the equipment, try the button from the most distant location within the home or yard, to make sure it works. If it doesn’t, try re-positioning the base station to ensure it gets the signal from the button/pendant.
Our mobile medical alert systems, the Ranger and the Admiral Protect w/Fall detection, offer coverage throughout the United States in areas served by the AT&T 3G network. For coverage visit: https://orion.freeus.com/3g-coverage-map.aspx
Can I test it?
Absolutely! We encourage you to push the button to test it at least monthly, and whenever you want. When the operator responds, just tell him or her you’re testing your device.
Why should I use a lockbox?
If you press the button for help, AND if we have to call 911 or the fire department for help, AND if you’re on the floor and can’t get up to answer the door when then arrive, THEN the emergency responders will knock down the door to get in to help you. If you have a key in a lockbox, when our monitoring team calls the emergency help, they’ll provide the code to the lockbox, so the emergency responders can let themselves in.
Do I need a professional installer to set it up?
Absolutely not. It’s simple to setup. If you have any difficulty installing the device yourself BlueStar will talk you through the process over the phone. Call our support team at 1-800-300-1724 ext. 2 M-F 8:30 a.m. – 5:30 p.m. EST.