Adiant Mobile

We appreciate your bringing this to our attentionI do believe [redacted] may have gotten the run around based on delivery schedules This was a brand new product that we had manufactured overseas and delivery schedules had caused us to miss the window We were told multiple times by [redacted] our shipping provider that the product was in transit [redacted] had contacted our office multiple times each day and we tried our best to hold our composure She had spoken multiple times with a few customer support representatives and then was speaking directly with Cherry Kwho heads up customer support Cherry was very polite and always looking at the customer best interests, and had extended additional upgrades such as mos of service to her existing one year, shipping her Watch with two safety door/window alarm sensors (additional cost) and a free upgrade of new enhanced locking mechanism once they become available in the next weeks at no charge On top of shipping express [redacted] (Tracking info below) we did everything we could to satisfy this CustomerHere is the [redacted] tracking # as it shows delivery on 7/7/Travel HistoryShowHideHelpDate/TimeActivityLocation7/07/-Thursday5:pmDeliveredGALeft at front doorPackage delivered to recipient address - release authorized8:amOn [redacted] vehicle for deliveryVALDOSTA, GA8:amAt local [redacted] facilityVALDOSTA, GA12:amAt destination sort facilityTALLAHASSEE, FL7/06/-Wednesday1:pmDeparted [redacted] locationMEMPHIS, TN8:amArrived at [redacted] locationMEMPHIS, TN7/05/-Tuesday10:pmLeft [redacted] origin facilityHERNDON, VA8:pmPicked up [redacted] , we did everything to accommodate this person as we have provided over $worth of extras and she still decided to put in complaintPlease advise as to what we need to do to make sure this has no negative impact on our services We now ship all product within 48-hours upon receipt of order and this was our first batch directly off the assembly lineSincerely, Scott O [redacted] Managing Partner

*** [redacted] *** [redacted] [redacted] *** [redacted] *** [redacted] *** [redacted] [redacted] [redacted] *** In good faith we had provided alternative solution to your organization and provided one of our authorized dealers to get in touch in touch with you.We never walked away from the issue at handNo one is holding you hostage In fact, we are trying to work with youWe will look at your RMA as part of our Terms and Conditions agreement attached We have the right to charge a restocking fee if return is not in tactIf you would like to speak with our legal deptregarding this situation you can do so by contacting [redacted] We have already issued the credit for service We have also reached out to Revdex.com regarding this case that was opened regarding this issue from Day One to respond to how we handled this situation You will see your credit in days as per our Terms and Conditions as stated on our website and order process confirmation that was authorized when you signed up for service and acknowledged Regards, LouManaging Partner

Please direct all inquires regarding this matter to Lou G***, as my only association with Adiant Mobile is as minority share holderThank youLou C***

We returned a watch that was never activated because we were given incorrect information regarding service in our area. The watch was return on September 13. We were told that the refund would be sent out November 30. As of today's date no refund has been received. They were more than willing to sell the watch for my 90year mother, but won't refund the money as they didn't give us proper information. I can't say anything nice about this experience as they continue to hold a 90year ransom. I would give them negative stars if I could.

We had ordered the MX-Locare Watch for our mom with early onset dementia. She loves it. We feel the peace of mind it gives our family is worth its weight in gold. The Company does go out its way to make sure we were up and running quickly. I would recommend this Watch to any family that needs to keep an eye out on loved one when you cant be there in person. Easy to use and inexpensive compared to the other products we looked into for this purpose.

We appreciate your bringing this to our attention. I do believe [redacted] may have gotten the run around based on delivery schedules.  This was a brand new product that we had manufactured overseas and delivery schedules had caused us to miss the window.  We were told multiple times...

by [redacted] our shipping provider that the product was in transit. [redacted] had contacted our office multiple times each day and we tried our best to hold our composure.  She had spoken multiple times with a few customer support representatives and then was speaking directly with Cherry K. who heads up customer support.  Cherry was very polite and always looking at the customer best interests, and had extended additional upgrades such as  3 mos of service to her existing one year, shipping her Watch  with two safety door/window alarm sensors (additional cost) and a free upgrade of new enhanced locking mechanism once they become available in the next 3 weeks at no charge.  On top of shipping express [redacted] (Tracking info below) we did everything we could to satisfy this Customer. Here is the [redacted] tracking # as it shows delivery on 7/7/16. Travel HistoryShowHideHelpDate/TimeActivityLocation7/07/2016 -Thursday5:12 pmDeliveredGALeft at front door. Package delivered to recipient address - release authorized8:59 amOn [redacted] vehicle for deliveryVALDOSTA, GA8:57 amAt local [redacted] facilityVALDOSTA, GA12:37 amAt destination sort facilityTALLAHASSEE, FL7/06/2016 -Wednesday1:28 pmDeparted [redacted] locationMEMPHIS, TN8:39 amArrived at [redacted] locationMEMPHIS, TN7/05/2016 -Tuesday10:10 pmLeft [redacted] origin facilityHERNDON, VA8:59 pmPicked up [redacted], we did everything to accommodate this person as we have provided over $200 worth of extras and she still decided to put in complaint. Please advise as to what we need to do to make sure this has no negative impact on our services.  We now ship all product within 48-72 hours upon receipt of order and this was our first batch directly off the assembly line. Sincerely, Scott O[redacted]Managing Partner

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
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[redacted] 
[redacted]...

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[redacted]
[redacted]
[redacted] In good faith we had provided alternative solution to your organization and provided one of our authorized dealers to get in touch in touch with you.We never walked away from the issue at hand. No one is holding you hostage.  In fact, we are trying to work with you. We will look at your RMA as part of our Terms and Conditions agreement attached.  We have the right to charge a restocking fee if return is not in tact. If you would like to speak with our legal dept. regarding this situation you can do so by contacting [redacted]  We have already issued the credit for service.  We have also reached out to Revdex.com regarding this case that was opened regarding this issue from Day One to respond to how we handled this situation.  You will see your credit in 30 days as per our Terms and Conditions as stated on our website and order process confirmation that was authorized when you signed up for service and acknowledged.  Regards,  LouManaging Partner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I decided to order
the Adiant watches based on the relationship I had developed with Lou C at
Adiant over six months and the trust I had that he knew my requirements.  The watches I got fell short for several reasons.  The messages I got regarding water-resistancy
of the watches prior to purchasing were confusing and came directly from a
number of your employees, not from your website or marketing materials.  I needed watches that were fully waterproof.  The ones I received were only rated
water-resistant.  This major sales error
aside, the “water-resistant” watches we receive proved to be not even “water-resistant”.   My son wore his watch in the shower one time
(never fully submerging the watch) and it got water-damaged.  In addition, the watches were cumbersome to
take on and off and we had technical issues. 
It took 6 months to get the watches full functional because of product
back-orders and technical issues.  Once
fully functional, I decided within 30 days to return the watches.  Your company was non-responsive for lengthy
periods of time and when I finally heard from you the offer was not what you
state above.  I feel I am entitled to a
full reimbursement.   The following is a
timeline of my interactions with Adiant regarding this matter.  See attached copies of my email
correspondence.  The page numbers
referred to are my hand-written page numbers in the upper right corner, not the
page number of the PDF. 
April, 2016.  Sent
inquiry through Adiant website expressing interest in their devices for my two
autistic children who wander.  Spoke with
Lou G. at Adiant and I told him it needed to be waterproof, wearable and
lockable.  Lou was very helpful and empathetic
to my needs as his sister is in a similar situation.  He said Adiant was working on a product that
would be just right for me.May 31, 2016 Email from Lou and Scott (p. 3) saying the new
[redacted] GPS Watch was available.
June 1, 2016.  Lou
called to say the fully waterproof watch (with [redacted] certification) was coming
out soon (p. 3) and Adiant would notify me when ready. 
Aug 27, 2016.  Receive
call from James at Adiant and begin email discussions about the waterproof
version that is now available (p. 5a, 5b, 6) and I tell him “I would definitely
need that”.
Sept 13-16, 2016.  (p.
7-10) A 7:33 AM email from James on 9/13/16 states that the waterproof casing
makes it [redacted] waterproof which means up to 15 minutes under 3 feet of
water.  I replied expressing my concerns
about the 15-minute limit on the waterproofing as my kids swim often and for
longer periods than that.  James’ then
replied, “[redacted] is the best rating available and what our casing covering the
watch is.”  I note this because James
contradicts himself about the rating, sending mixed messages to me. 
In continued email correspondence with James (p. 7), he
states the retail price of the watch is $499 plus the waterproof shied is
$49.95.  He would include the enhanced
locking mechanism for free, also a mandatory thing for my children.  I stated my hesitation in buying the watch
because it’s so new and ask what the warrantee is and never got a response via
email.  (p. 7) On a follow up call with
Lou he assures me the watch will be just what we need and if it’s not they will
take it back and refund my money.
Sept 22, 2016. I purchased two watches for $567.95 each minus
$50 (coupon) for a total of $536.90 each. 
Because I was told the retail price was $499 and waterproofing was an
additional $50 I assumed this included the waterproofing (invoices pg. 11-14).
Nov. 2, 2016. The watches were on back order (pg. 15) and I
received them around the end of November. 
The watches did not come with the enhanced locking mechanisms, making
them impractical for my kids so I waited to activate them.    
Jan 2017.  Although
the enhanced locking mechanisms still had not arrived, I grew impatient and was
curious about the functionality of the watches so attempted to activate them.  I had technical issues and spoke with Lou G.
and Hannah at length on multiple occasions to problem solve.  We were able to get one of the watches
activated but not the other.  My son’s watch
came with a faulty SIM card so a replacement SIM card was shipped to me in late
Feb. (p. 18a).  I put my daughter’s watch
aside until we could get my son’s watch going.  We were finally able to get both watches
activated in March after many hours on the phone, driving around trying the
find a signal, continuously recharging and resetting the watches.  Although Lou and Hannah were pleasant and
helpful, this process was time-consuming, frustrating and unsettling
considering I was ultimately going to be trusting the technology in the watch to
help monitor my children.  I was also
concerned that the watches did not come with the water-proof casing but assumed
it was coming at a later date and I would just be cautious with the watches and
use as directed until then.
March 31, 2016.  I
emailed Lou (p. 19) to let him know we finally received the enhanced locking mechanisms
and have both watches activated so would start having the kids wear them.  This was a disappointing and frustrating 6-months
after ordering the watches. 
April 17, 2016. I sent the following to Lou (p. 24) to let
him know I would like to return the watches.
Hi Lou.  
I’m afraid these watches are not working for us and I would
like to return them.  I feel badly because you and Hannah have been so
helpful but there are just too many issues with the watches.  I think that
you are on the right track but I was too early to jump in.  As we
discussed, this was one of my concerns and you assured me that if I was not
totally satisfied I could return the watches.  Here are my concerns:
 ·       The
watch is cumbersome to take on and off even without the locking mechanism,
particularly with my wiggly kids. The pegs are tough to get in the rubber
holes.  The new locking mechanism is far too cumbersome and the fact that
you need a specific wrench to do it is impractical. 
·        The
waterproof rating of only resisting a shower and not being able to fully emerge
is insufficient and impractical for us.  My kids take baths or swim almost
every day.  I, or other care-givers, cannot be taking the watch on and off
that frequently, especially with how cumbersome it is to do.  
·       It
was challenging and time consuming to set up the watches.  Even when I
finally thought they were both set up properly and the kids started wearing
them, the Guard and two-way calling feature was not working.  I have run
out of time and energy dealing with this.  
·       Although
[redacted]’s (age 11) watch was an appropriate size the watch was far too big
for [redacted]’s (age 6) wrist.  
Please let me know how to proceed with the return.  I
truly am appreciative of all your support and I’m sorry this didn’t work out.  
 did not hear back from Lou so two weeks later on 5/1/17 I followed
up with another mail (I had also left at least one voice mail and spoke with
someone in customer support).  Later that
day, Lou replied that an RMA would be issued for the watches and some form of
credit would be issued based on the status of the watches, usage, etc (p.
23).  I shipped the watches back and
tracking indicated they were received by Adiant on May 3rd.  On May 22nd, when I still hadn’t
heard anything I emailed Adiant to check on the status of the return (p. 21).  Later that day, I received an email from Jaclyn
staying the return had been approved for a total of $344.00. (p. 20).  They were refunding for 6 months of unused
service for each watch, $50 for the pink watch and nothing for the blue watch
because it had been water-damaged.  I
didn’t realize the blue watch had water-damage prior to returning it.  I thought it had simply run out of battery
and I was returning the watches for the reasons stated abov.  I had no reason to believe there was
water-damage as the watch had never been immersed in water.   I immediately replied to say this was
unacceptable to me (p. 20) as I had paid $536.90 for each watch that did not
perform as expected and that Lou knew my reservations about committing to a
product so new and unproven and he assured me the watches would perform to the
standard I needed or we would be fully refunded.
So, on May 22nd I replied to multiple people on
the team that this offer was not acceptable. 
No response.  I made numerous
calls, left numerous messages with various customer service reps and was finally
redirected to a different Lou, Lou C, who I was told was the decision maker on
this.  I finally connected with Lou C. on
6/13/17 and we discussed my issues.  Like
everyone else at Adiant, he was pleasant and he said he would get back to me.  He left me a voice mail on 6/16/17 revising
the refund offer to “something in the $400-500 range.” I was on vacation and
out of cell range for some time then sent him a text on 7/12/17 asking him to
please call me or send me the details of the revised rebate.  I did not know if he meant $400-500 per watch
or total. I left him a voice mail on 7/16 and 7/17 but did not hear from
him.  I called customer service on
7/17/17 and spoke with Vesna.  I asked to
speak to the Customer Service Manager and she said, “She isn’t in today.”  I asked who the manager was and she paused
and said, “Well, it’s Lou G.”  I said, “I
thought you said “she” was out.  Lou is a
man”.  She replied, “Our former manager
was a woman but she left yesterday.  We
are flustered here”.  I asked her to have
Lou call me.  Versa was very pleasant
however with decreased faith in the overall responsiveness of Adiant and
increased concerns about the status of my refund, I filed a complaint with the
Revdex.com on 7/18/17. 
Although I returned the watches 7 months after purchasing
them, in reality I informed Adiant of my decision to return the watches less
than 30 days (April 17) after they were finally fully functional (March 31)
because of product back-order delays and technical issues caused by Adiant.  This is a very reasonable time-frame to
expect a full refund on a purchase.  There
are multiple reasons the watch was unsatisfactory as I stated above. The fact
that one of the watches had water-damage was because the watch didn’t perform
to the “water-resistant” standard it purported to have.  Any delays in the process were a result of
Adiant’s products not being available, technical issues, or lack of response to
my calls and emails.   As a result, I feel like I am entitled to a
full refund for both watches. 
In a somewhat related issue I need to point out that I asked
for Adiant’s help with an insurance issue beginning in mid-January (you can see
some of my emails regarding this issue weaved in with the others
attached).  I NEVER heard back from
anyone or received support from Adiant with this issue despite multiple emails
and calls.  The insurance issue
ultimately resolved itself when I returned the watches and reversed the
insurance claims.  However, I point this
out because it’s another example of Adiant over-promising, facing challenges, and
not supporting the customer through it. 
This is really an unfortunate situation as I have dealt with some pleasant and I believe good intending people at Adiant.  However, poor communication, product delays and malfunctions and poor customer have resulted in this complaint to the Revdex.com.  I still believe that Adiant has good intentions and good people and if there product can ultimately do everything it purports to do it will fill a need for families like mine who live in fear every day of our kids wandering off.  But, they have failed in this case to deliver a great product and technology and to back it up with good customer service.  I hope the do the right thing and fully refund me for the watches.    
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***  We have not received our refund for the watch and were charged for another month of service on May 18, 2017. I have blocked the merchant from further charges and may need to change my credit card number.
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We have tried multiple times to settle this amicably.  The Watch is [redacted] Waterproof and cannot be submerged.  It is written all over our website and on the marketing materials we provide.  We have made an offer to [redacted] crediting her in full for the first  Watch and both...

activations.  We cannot however give her full credit for the water damaged Watch that requires a Waterproof Safety Shield in order for it to be submerged.  The problem is that when a Customer purchases an annual service contract and does not terminate the service the annual contract has a significantly discounted rate.  Months had gone by before the cancellation by Customer and we were unable to credit service that had already been utilized even if Watch was not in use.  We cannot go back and credit an annual service contract since we already paid for the service for the months that went by so we made Customer offer to refund the following amount of 487.81.  If Customer did not wait for such a long period of time she would have received a higher reimbursement as we would have immediately terminated the [redacted] Cellular Service through our provider.  We would be happy to resolve this issue with two brand new Watches with Waterproof Safety Shield and renewed annual subscription to resolve the case.