I have only had the service about a month and fortunately not had to use it for an emergency, but every person I have talked to has been helpful and courteous. I have done two test calls and they were completed on an acceptable timely basis, though I think it could be quicker and a bit less clunky...just a tad bit too long to answer and confirm. The thing that originially sold me on the service was the fact that you had wrist bands, but was not aware I needed to carry the portable pendant thingy also until I received the package and set it up. Seems kind of redundant as the whole purpose was not to have anything around my neck (I hate necklaces) and I do wear an oxygen cannula 24/7. I also don't want a pocket full of stuff to carry around. So I guess this would make me happy and disappointed in a way honestly.