Medical Guardian

From: [redacted] < [redacted] @ [redacted] .net>Date: Mon, Mar 20, at 12:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com Thank you so much! Medical Guardian just called and took care of everything[redacted]

[redacted] , I am sorry for the experience you had with our company and want to assure you we've opened a case for this incident of which we will thoroughly look into this and pull the call recording to find out exactly what went on I did call you twice yesterday with two messages as soon as I received your voicemail I would like to personally apologize and I did want to confirm that I personally took care of the following items1) Sent you a check for $120, 2) Made sure your billing is stopped, and 3) Sent you a return label to return the equipment to usPlease contact me directly if there is any additional assistance I can be or simply to discuss this matter furtherMy number is ###-###-####Again, my sincere apologiesBest, Geoff

[redacted] After a couple of months I was refunded the remaining months of payments that I had paid This issue was resolved satisfactorilyI would still be careful when choosing this health alarm company because the alarm goes off and notifies family and emergency services even when I didn't push the buttonThis happened multiple times

Client was called back and issued a full refund- The client apologized for getting upset, as she was just worried about her refundwe apologized and re-explained the return policy to the client to which she understoodClient was informed that the refund can take up to hours to reflect back on her card which she also agreed she understood

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me From: [redacted] < [redacted] @***.net>Date: Mon, Feb 22, at 3:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com I received $back into my account Thank you for your help [redacted] Regards, [redacted]

[redacted] A full refund of $has been initiated to the debit card you provided us We very much apologize for any inconvenience and please let usknow if we can be of any further assistance.Regards,Medical Guardian Team

[redacted] *** [redacted] [redacted] - this has been resolved and we have received the refundThank you [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:Thank you so much for the assistanceI believe they credited the money back for the overcharge and the first unit they cheated me onI have credits to my credit card I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Hi [redacted] ***,We received the device back on October 14th and processed your refund on November 12thWe do let our clients know that it can take up to days to process a refund We apologize for any misunderstandings between us! We hope the service we provided for more than a year provided you and your family comfort and piece of mind! Please let us know if there is anything else we can do for you.Thank you!

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me As long as there is not a charge on the renewal date and/or future renewal dates, I am satisfied with this resolution Regards, [redacted] *

We investigated this concern and refunded the amount of $to [redacted] on 7/16/We have contacted the customer via phone and email to advise her of the resolutionPlease allow 7-business days for the refund to be credited to the account.If you any additional questions please contact our Director of Accounts, Jamille W [redacted] , directly at ###-###-####Thank you for your patience.Best Regards,Medical Guardian

***, We want to inform you that the account is cancelled and the credit card was removed from the account We apologize for the inconvenience and assure you that you will not receive any additional charges from Medical Guardian Simone from our team will be reaching out to speak with you.Best,Medical Guardian Team

Dear Revdex.com, I have reviewed the account history for [redacted] [redacted] did follow all of the correct procedures when calling in to cancel her father's account [redacted] did sent the equipment back in a timely manner, and unfortunately we did not get the refund processed and credited back to her credit card within the day timeline as we promisedThe refund was processed and credited on 8/20/which was days over the day promise I reached out and spoke to [redacted] to apologize for the delay [redacted] did confirm receipt of the refund and was satisfied Regards, Michael D [redacted] Client Services Manager Medical Guardian™ Market Street Suite Philadelphia, PA ( ###-###-#### ext [redacted] + [redacted] @medicalguardian.com

Hi ***,Thank you for your time on the phone this afternoonWe apologize our system did not work out for you I processed a full refund for you today in the amount of $ Please call my direct number I gave you on the phone if you need anything else!Thank you again for your patience!

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me In fact, Simone, the woman I spoke with at Medical Guardian, was wonderful She was responsive, solved my complaint and was also very kind in expressing her sympathies regarding my parents' health She was quite sincere and I could not have been more pleased both with the substance and tone of her response As a representative of this company, she gets an A+I hope this reply is posted so that those who read the complaint are also able to read that my concerns were (finally) addressed in a very sincere, professional way Regards [redacted]

Dear [redacted] ,I want to apologize for any inconvenience that took place for you related to our serviceAs I understand it you have been in touch with my team and they have arranged for the return of your unit, refund, and cancellation of your serviceShould you have any additional questions or concerns please do not hesitate to reach out to us.Regards,Geoff

I have attempted to reach out however I continue to get a voicemailThe Client was issued a full refund on 10/8/soon after receiving this email from youThe reason the account was not initially refunded was due to our day service agreement as well as the day return policy for a full refundUnfortunately I was unable to listen to the sales call where the client stated this was not explained however, I did listen to the cancelation call and the policies were not explained at that time, when they should haveAnd although this information is on the service Agreement they received, we felt it was only right to grant the full refund as the client requestedI will reach out to [redacted] again today just to let her know the full refund was granted and she will be able to see the credit in her account on approximately the 9-12th of OctoberPlease let me know if anything additional is needed or if there is anything outstanding- Thank you again for all your assistance Regards, Michael D***Client Services ManagerMedical Guardian™ [redacted] ***Philadelphia, PA ***

***, I was very sorry to hear about your less than pleasant experience with Medical Guardian I had my team look into it quite extensively and I agree that the ball was dropped at many different pointsI have authorized a full refund for the amount requestedThis can take up to business days.I'm at a conference this week but I'd welcome the opportunity to learn more about your experience if you are so willing to share with me If you'd like to speak, please email me some times you are available on Monday or TuesdayMy email is ***@medicalguardian.com Please look for your refund towards the Fri-Mon time frame.Thanks, [redacted] G***CEO***@medicalguardian.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] 8/13/at 1:PM conversation with MrG***, CEO and/or President of Medical Guardian.Quick SummaryMrG [redacted] seemed distressed by this situation and promised to facilitate the refund from Medical Alert immediately after our phone conversation, which he did (relevant to the Medical Alert complaint) From my perspective, based on MrG***’ explanations or lack thereof as noted in this Summary, and aside from MrG***’ assurances that changes will be made in all respects, nothing was accomplished during this conversation except to confirm the legitimacy of my complaintThere does appear to be or deceptive advertising, questionable business practices, or misrepresented terms, etc MrG***’ response to Revdex.com regarding my complaint, made subsequent to our conversation, appears to invalidate the remorse expressed during our conversation and puts into question his sincerityI feel confident that Medical Guardian will continue to practice business as usual with little if any change to their process And the duped clients will be ailing senior citizens I ask Revdex.com to question their continued approval/endorsement of this companyIntroduction MrG [redacted] introduced himself and thanked me for talking with himHis purpose in this call was:to assure me that there was no fraud; that the company is legitimate; that if internet advertising was misleading or not transparent, he has already taken steps to immediately correct it; that it was his intention to personally initiate an immediate refund.Q MrG [redacted] asked me to provide an update on events since I filed a complaint against Medical GuardianRA complaint has been filed against Medical AlertThe [redacted] transaction has been turned over to their Fraud Department when the postage paid return receipt was not received as of 8/I told MrG [redacted] that it appears that in addition to all the other related issues, Medical Alert is sabotaging the refund process by failing to complete Step 1: provide the label.I told him that, with great ongoing effort, I had spoken to several people at Medical Alert in an effort to resolve the issues; that I have records of all conversations with names, dates, and time including discussion summaries.There has been no further action from Medical Alert despite repeated promises and Rosie’s email confirming the agreed upon terms.MrG [redacted] said “he was unaware of these issues” I find it very interesting that Medical Guardian’s President/CEO, having read the complaint filed against his company via Revdex.com which “he takes very seriously”, would not immediately contact the offending company with which Medical Guardian is associated One wonders why he chose not to contact them, or why he chose to lie about it He apologized repeatedly during the minute conversation, while also stating how seriously Medical Guardian “takes these complaints” (I believe he implied a couple of complaints)I noted that several complaints have been filed with Revdex.com, about 15, and he very hastily corrected me to say (these numbers are near but not accurate), and then said they were not related to advertising or these other of these complaint issues which is not entirely correct In my opinion, he was again attempting to misrepresent the facts which points to his honesty, sincerity or intention to alter their business ethics.QHow did my order with Medical Guardian result in a sale to Medical Alert?R“Medical Guardian is a dealer for Medical Alert” and then stated that “he couldn’t understand or explain why my sale was transferred to Medical Alert” So, how can this company, in business for itself, also be sales dealers transferring sales from their own business to another competing business especially without any prior notification to the customer? I question his position that they did not commit advertising or any other type of misrepresentation or deception during the sales process In my or any other case, transparency at the time of sale would have indicated no prior intention to deceive He could not, or chose not, to further clarify the intricate business relationship and sales process so that I could understand how this sales issue happened Not Resolved.QExplain the subsequent phone connection failure for Ben Fish which rolled over to Medical Alert after the sale.R“Once the sale is transferred to Medical Alert, it is wiped off the Medical Guardian system which is why I could no longer contact Ben using a Medical Guardian number” This sales-switching now sounds like a common practice although a minute ago he couldn’t explain the sales transfer The issue remains that Medical Guardian sells themselves on every medical alert website as the #device and service-providing company and it can’t be both in business for itself and an agent for another company which would be conducting business against themselvesThis issue is still very questionable Not resolved.QExplain the email transmission error for a communication I sent to Ben subsequent to the sale inquiring about Medical Alert after receiving the package from this unknown company.R“He cannot explain it” I then opened an email from Ben and read Ben’s email address within it; yes, it is correct and Ben F [redacted] still works for them; perhaps it was a “systems failure” I did not respond to this answer since I had already explained that I made several attempts, on different days, to contact Ben Not resolved.QExplain why Medical Alert indicates the sales person on record is Gail Harris and not Ben Fish.R“He cannot explain it” Not resolved.QExplain why Medical Alert never heard of Ben F [redacted] and Medical Guardian never heard of Gail H***.R“He cannot explain it” Not resolved.QExplain the confirmation email from Medical Guardian, Ben F*, which states “NO CONTRACT” and yet Medical Alert, who handled the sale made by Medical Guardian, presented a 22-point contract to which I was required to affix my signature with date and return within specified time to activate the systemRHe said “No Contract” is incorrect and it should state: “No Long-Term Contract”; there is a 30-day agreement I reiterated that I had Ben’s email confirming NO CONTRACT as part of his sales pitch He said Ben misquoted - their error He did not further explain this issue except that Medical Guardian will change their advertising, which also implies no contract is required, to ensure more transparency He did not explain the unexpected 22-point document which IS a legally binding contract once signed.Medical Guardian’s Response to Revdex.com Regarding this complaint MrG***’s analogy regarding the vacuum sale is humorous but tragic and has no relationship to the deception from their sales agent nor the advertising issues noted in my complaint ***, [redacted] and [redacted] are used here as examplesIf [redacted] sold a Dyson vacuum, and I was at a physical [redacted] store or on a clearly marked [redacted] website, the company with which I would enter into a sales agreement for the [redacted] would be ***It is inconceivable that ***, behind the scene and after the sale, would give the sale to [redacted] Not resolved.Call terminated at 1:PM.8/13/at 4:PMMrG [redacted] phoned to confirm that my account has been credited for the full amount and should post in a day or two (it has posted)Also that a shipping label was generated; he didn’t know if Medical Alert shipped the label via [redacted] or [redacted] but had a tracking # [redacted]