Before You Buy

Commonly asked questions about TruSense

Pricing

No. TruSense does not charge for shipping. We use FedEx ground to ship your order to you.

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If TruSense is not providing you the insights and peace of mind you had hoped for, just send your equipment back to us. You will receive a full refund on the purchase price including the monthly service fees up to 60 days after your install date.

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The TruSense service agreement is month-to-month, and can be cancelled at any time without any penalty. You can continue to use the system through your current subscription period and you will not be billed for another period.

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Our base package starts at a monthly subscription fee of just $39 per month. However, you can save on your overall subscription costs by prepaying for larger chunks of time up front.

  • Monthly billing – $39 /month
  • 3 months – $107.99 ($35.99 /month) Save 10%
  • 6 months – $191.99 ($31.99 /month) Save 20%
  • 12 months – $335.99 ($27.99 /month) Save 30%

For more details, see our store page for pricing or call us at (855) 814-6478.

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Yes, you do purchase the equipment. The amount you pay for the starter package will be refunded to you if returned within 60 days.

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You will be billed a one-time starter kit fee, any add-on sensors you select, and the first subscription fee of either $39/month, $105/quarter, or $319/annually depending on the subscription option you choose, when placing your order. We will bill your card the additional subscription fee amount at the end of your first subscription period which begins the day you have installed the system.

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You get the Starter Kit equipment plus any add-on equipment you order. The Starter Kit includes the TruSense Hub, 4 motion sensors, and 1 contact (door) sensor.

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Your monthly fee will not increase as you add sensors. If you add other devices such as a pendant or blood pressure device there will be an additional monthly fee.

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Text, automated phone call, and email alerts, the TruSense dashboard application, technical support, emergency 24/7 monitoring and response, and continuous updates.

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Other than local sales tax, there are no additional fees.

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No. TruSense is installed by you. (See TruSense Installation & Setup for more details regarding the installation.)

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Product

TruSense looks at leading indicators of health such as activity levels that provide an early predictor of potential issues so that your loved one can preemptively address. It’s a similiar concept as to why preventative health checkups are important- to identify issues early to keep you healthy. TruSense works to identify trends before they become a problem.

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Your decision to find a solution that will allow your senior parent to continue living safely in their home is the right one. The vast majority of aging Americans do not want to move into an assisted living home. In fact, 9 out of 10 seniors over the age of 65 want to remain in their homes as long as possible (AARP). But you also want them to be safe. What is the best way to have a conversation about TruSense with your parent? Every relationship is different, but below are some ideas to consider that may make the conversation an easier one.

TruSense is unobtrusive    

TruSense does not use cameras or any other invasive technologies that record your parent’s every move. Rather, it is an unobtrusive system that focuses on broad insights, monitoring only what is relevant to the health, safety, and well-being of your parent. Our 24/7 emergency monitoring center will be notified only if a potential health issue has been detected where your parent may need assistance. TruSense does this with passive sensor technology that can determine if a fall or medical episode is likely to have happened, and can dispatch help if needed.

They are in Control    

With TruSense your parent can decide what information they wish to share with loved ones.  If they are not comfortable sharing insights that show trends in activity and other key metrics then they can setup TruSense so they are the only ones who can view that information.  They have the ability to share as much or as little as they choose.  If they only want family to receive an alert if a potential emergency situation arises, they have that ability.

Let them know that TruSense does not require a wearable such as an emergency pendant or watch.

With TruSense, your parent doesn’t have to bear the burden or stigma of a wearable. They control who has access to the information.

Is TruSense the Right Solution for your parent?

We respect and protect your parent’s privacy and independence. In the end, it is up to you and your parent to decide if TruSense is the right fit. If you are looking for a solution that will allow your parent to safely live in their home longer without the stigma of a wearable, then TruSense may be right for you.

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TruSense uses Secure Socket Layer (SSL) when transferring any of your information through the system. This is the same technology used to protect your credit card information when you use your credit card to purchase items from any major online retailer.

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No. TruSense provides true peace of mind, and was designed to overcome the false sense of security and negative stigma of helplessness associated with wearable devices. Studies show that only 14%[1] of seniors wear their pendant or other wearable device all day, and that 85% of the time seniors do not press the help button on their wearable even when they have fallen and are on the ground for 5 minutes or more. However, we do offer a wearable option as an add-on feature to TruSense. When a wearable is combined with the power of the TruSense platform, for some it can provide additional protection for those at the greatest risk of falls.

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1492485/table/tbl3/

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Yes. By requesting help using voice services, you will be connected directly with our 24×7 monitoring center. The monitoring center can check in to see whether your loved one is OK or if they may need the help of emergency responders, and can contact them on your behalf. However, it cannot be stated enough that voice services are NOT a replacement for 911 services. If you have an emergency, you should first call 911. The Echo Dot voice commands can be used for other things as well, such as to turn on a nightlight or to check the weather.

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You personalize TruSense to follow your rules. You can decide which text alerts you want based on what is out of the norm for your loved one. For example, if they are known to never spend more than 2 hours in a given room without getting up and moving, we can send a text alert to you (or others you designate) after 2 hours of inactivity. You can set the rules for our 24/7 monitoring center to call the senior and check in to make sure they are OK. We can even contact emergency responders if the senior doesn’t respond.

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Yes, that is what TruSense was designed for. Want voice enabled help in more rooms? Simply add more Amazon Echo Dots. Want a water sensor by the washing machine in the basement? Add a water leak sensor. Our experts are available to help determine which sensors are most effective for specific situations.

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Yes, you can add onto your system at any time during or after your initial purchase. We incorporate best-in-class devices, such as the Amazon Echo Dot so that your solution will never become obsolete. If you decide to expand your system, simply visit our store by clicking here. Alternatively, you can go to mytrusense.com and click on the “Order Now” button on the main top menu.

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The quick answer is no, TruSense does not detect a “fall.” The reality is that companies that promise “auto-detection” of falls can only detect certain “hard falls,” which are those caused by tripping or slipping followed by an immediate and forceful drop to the floor. However, a fall study conducted in a hospital setting found that 40.4% of recorded falls were not hard falls; they were falls where the patient slid to the floor[1]. When a wearer faints and slowly slips to the ground, or collapses from or into a chair, the pendant companies that have automatic fall detection will not raise an alarm[2], leaving you with a false sense of security. We believe TruSense provides something better. Our system is designed to provide an alert if something out of the ordinary has been detected, such as a fainting spell where the senior gradually collapses to the floor. We do this by detecting whether the resident has been “too long” in a given room.  This is based on rules you set.

[1] https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1492485/table/tbl3/
[2] https://medical-alert-systems.bestreviews.net/flaws-fall-detection-medical-alert-buttons/

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Technical

TruSense can be installed in minutes. You will simply login to our online wizard that will walk you through the installation step-by-step. If you have any questions during installation a product specialist can help you by calling 855-814-6478.

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Yes, it requires an Internet connection. You can simply connect to your existing internet access point via ethernet to the TruSense hub. If you do not have an existing internet connection, we can provide a cellular-based internet access point. Additional monthly fees may apply.

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TruSense is a great way to cover your loved-ones during times when they are alone, and can provide alerts even if there is more than one person in the home. However, TruSense cannot distinguish between the individuals and therefore the insights are most meaningful when there is someone alone in the home.

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No. TruSense works without the use of a smartphone. We designed TruSense so that there is no need for active engagement by those in the home.

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Yes, you determine who will have access to the TruSense dashboard and alerts.

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In the majority of cases, TruSense will detect pets and their activity will not be differentiated from the resident. Some of the features of the system work best without pets in the home like activity trends. If you have a pet, we recommend you discuss this with one of our experts who can help you determine if TruSense is a fit for you.

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To assist with the ease of installation, all of our sensors come loaded with fresh batteries. You will need to change the batteries every 6 to 8 months (on average.) TruSense monitors battery life of your sensors and will let you know when it is time to replace the batteries.

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Yes, you can add your own additional Amazon Echo or Echo Dot without an additional fee. If you would like to add them, we will help you setup your Amazon Echo or Echo Dot with the TruSense system. Our experts can help you determine whether TruSense will work with other sensors you already have.

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