Good Afternoon:In response to this Complaint, it is unclear as to why [redacted] would have thought she was signing a receipt for the Medical Alarm Equipment that was delivered to her in May of 2014, when our Customer Service Representative, ***, spoke to her two months later on July **, regarding the benefits of signing a Contract He explained to her that if she signed and sent back the Contract that her monthly rate would never be increased as long as she remained our Subscriber She did sign and send back the Month Contract on August **, There is nothing misleading in terms of the wording of the ContractIt states, "24-Month Contract for $per Month."In terms of the equipment not working, [redacted] had called in on to say her Medical Alarm Button did not seem to be working, and it did not take days for her to receive the replacementIt was delivered to her five days later on per [redacted] Tracking # [redacted] It is electronic equipment, and that is why we recommend to our Subscribers that they test their devices on a Monthly basis to make certain that all is working fine We would be happy to issue her a free month of service for the inconvenience of those few days it took for her to receive the replacement button.In response to [redacted] 's comment that we take advantage of Seniors, we receive calls every single day from our Subscribers and their family members thanking us for assisting them in Emergency, many times life-threatening, situations We are proud to be in business for years, are a Revdex.com Accredited Agency with an A+ Revdex.com Rating, and serve 200,Subscribers Nationwide Thousands of our clients come to us through Client Referrals because our Subscribers are so pleased with their service.As [redacted] informed her daughter, [redacted] committed to a 24-Month Contract at $per month [redacted] offered her a Contract Buyout for a reduced fee of $ In the interest of excellent Customer Service, I would like to offer [redacted] a free month of service to continue our service Otherwise, if she does want to cancel, she must return our Medical Alarm Equipment and I am willing to accept a Contract Buyout fee of only $I may be reached directly at ###-###-####, if [redacted] or her daughter would like to further discuss this.Sincerely, [redacted] ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I would like an investigation and an explanation provided to me as to why my mother's billing account was not credited in May of to reflect the extended service for years at no charge until May of I would also like to know who authorized the deactivation of my mother's emergency alert alarm as told to me by [redacted] for nonpayment.I will respectfully request again, as I did from ***, to be provided a copy of the record that shows the testing times and dates done by my mother or Life Watch USA on the unit that failed in her home on Saturday June *, [redacted] has writtten in her response the unit was last tested on 4-**-Who tested what unit on 4-**-15? This satement directly conflicts what I was told by [redacted] on Monday June 8, that there not a record of testing times or dates to my mother's unit because my mother didn't test her unit that failedReinforced to me by [redacted] was that fact that if my mother had been testing her unit like she should have been my mother would have discovered sooner that her unit was deactivated and not functioning.Also it is too bad that [redacted] did not attempt to reach me by that same email that [redacted] refers to prior to disconnecting my mother mother's emergency aalert alarmIt is also too bad that representaive did not read the notes on my mother's account that we were given years of free service to have the account paid in full up to May prior to disconnecting the serviceDisconnecting in error the service to my mother's emergecny alert alarm left my mother laying on the bathroom floor without access to timely emergecny medical assitance In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely, [redacted]
Good Morning:I spoke with [redacted] a few days ago, and I explained to him that, per the notes in [redacted] s account, when [redacted] had spoken with him (515), he had arranged to send a Return Label to *** By now, they should have it I also mentioned that while [redacted] has been in possession of our rental equipment since 315, we have not received any payments at this point because they have all been disputed In terms of [redacted] stating that the Outside Seller misled his grandmother, I listened to the Verificiation Recording, and the the Agent clearly stated to ***, "You have another system, but you want to order this oneIs that correct?" She replied, "Yes."As discussed with [redacted] , as soon as we are in receipt of our Rental equipment, [redacted] s account will be closed There will be no further Billing attempts.If [redacted] has any other questions or concerns, he may reach me directly at ###-###-####.Sincerely, [redacted] ***
Good Morning:In response to this Complaint, we are Lifewatch USA, the Medical Alarm Company [redacted] is correct in stating that she returned our Rental Equipment, her account was made inactive on 714, and we processed the refund for her only payment to us of $ We have nothing to do with the $charges [redacted] mentioned that perhaps the $charges are for Smoke Detectors., There is a Company in our Building called [redacted] that offers Smoke Detectors Their phone number is ###-###-#### [redacted] can contact them directly to discuss those charges I will also reach out to them to see if she is their client, and ask them to contact [redacted] at ###-###-#### or via email: [redacted] That is all I can do to assist at this time.In terms of Lifewatch USA, Patricia's account was cancelled and the payment was refunded in July 2014.Sincerely, [redacted] Lifewatch USA
Good Morning:I spoke with [redacted] 's son in law, ***, this morning who registered this Revdex.com Complaint I explained to him that we are the Medical Alarm Company; not the Sales Agency We have been in business for years and we are proud of our A+ Rating with the Revdex.com Customer Service is the most important aspect of our business Therefore, we are refunding the $payment back to the Credit Card It will take 2-business days for it to clear.If there are any further questions or concerns, I may be contacted directly at ###-###-####.Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above The initial complaint as submitted was written as clearly as possible I thought I was signing a receipt for equipment because that is what I recall I was told The discussion that was referred to with [redacted] in July is one I don't recallI signed and sent back the document because I was told that I had to send it back to ensure I had received the equipment and keep the same rate The date that I called to report the equipment was not working to the best of my recollection was 315, the company was not open since it was a weekend) Since that is the date that I tested it, I cannot say for sure that it was working prior to that So I don't know if I had working equipment the entire time that it was in my possession No one told me that it was recommended to test on a monthly basis Since I believe I called on (according to the company's records) that would mean I was two weeks without working equipment Since I received the replacement on a Saturday (315) and knew the company was not open on weekends I called on Monday for assistance to activate it I had to leave a voice mail message, and no one returned my call.My daughter researched this company and found complaints that were very similar to mine The equipment did not work, customer service representative was rude, the customer service hours are limited so they cannot be reached 24/7, etc I feel that they did not provide the services that I understood I was paying for It is a frightening experience to realize that if something happened, I would not have a medical alarm within reach I have returned the equipment to the company (my daughter discussed with [redacted] on the phone) I had to find another company to supply me with working equipment for medical alarm My health has been poor and I was not comfortable at home with no working equipment for medical alarm equipment I have a history of stroke and have not been feeling well I am years old, after all I have advised my credit card company that they are not to pay this company after April I believe they have misled me and taken advantage of me with all of the above Since I have paid for all of the months that I had the equipment, whether it worked or not, I do not feel that I owe anything furtherAlso, their comment that the "contract" terms were very clear are not true Looking at the document, there is a space filled in with the monthly rate / Yes, I should have had someone review the document for me, but did not feel that it was necessary as I didn't think it was a contract Once again, my daughter has assisted me in writing this response.I request they close my account and [redacted] the balance paid in full I appreciate your assistance with this matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I reject this They have already billed me nearly $for something I never received and didnt order Now they want to charge me $more? This is a HUGE SCAM I also dont know anyone named "***"I was in the hospital for straight days and my twin sister lives in California while I live in Tennessee She was no where near this area during that time Im a well respected Reverend in my neighborhood and a retired teacher with a spotless record So I dont make up stuff This is wrong what they are doing I would like my money refunded that they wrongfully removed from my account! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:I appreciate [redacted] ***'s prompt response. During our phone conversation yesterday, [redacted] stated that she would listen to the sales agency's call with my mother, and that if anything was out of order or if my mother sounded confused, LifeWatch USA would discontinue their relationship with the sales agency. I shared that my mother most likely would not sound confused during the phone call, as she is hard of hearing and (unfortunately for this interaction)attempts to cover for this deficit by answering to what she thinks she hears. She had just signed up with a competitor company the day before and somehow understood that the purpose of the call from LifeWatch USA was to confirm what had been set up the day before. I used the word "prey" because my mother did not ask to be contacted by a sales company and clearly did not understand what she had agreed to. When an elderly person is hard of hearing, asking them 4 times if they understand what the service is, unfortunately does not clarify anything. Perhaps a more responsible way to engage with an elderly person would be to ask before the conversation starts, "Before we go any further, do you have any problems hearing clearly?" A positive response might then be followed up with a mailing prior to charging their credit card. [redacted] also told me that I should tell my mother not to give out her personal information on the phone. I shared with [redacted] that I have indeed had this conversation with my mother, encouraging her to only share personal information when she initiates the call. That is my mother's practice, but somehow, she understood this call to be a follow up from our agreement that we confirmed with the competitor company the previous day and felt obligated to provide the required information again.If it is at all possible, I would like to hear the phone conversation the sales agent had with my mother. We have shipped the product back to LifeWatch USA and are awaiting a refund.Once the refund has been received I will accept LifeWatch USA's response. Thank you.I will be glad to In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Good Morning:We do not want *** to be stressed or upset in any way, so at this time, we will make her Contract null and void The equipment has been returned, her account has been made inactive, and there will be no further billing attempts.I must address a few points--no one would ever have told *** to sign a receipt for the equipment--I have been here years and never have heard or instructed any of our Representatives to say that The tracking # is our confirmation that a Subscriber has received their Medical Alarm Equipment *** is the Customer Service Representative that sent the Contract to *** in July 2014, and explained to her that was a "Price Protect" Agreeement--that would guarantee her rate could never be increased upon signing and returning the Contract.Our Customer Service Hours are not limited They are Monday through Friday 8:am to 8:pm, and we are here on Saturdays from 8:30am to 1:00pm In terms of ***'s daughter finding Complaints about our Company-- we have been in business for more than years, and currently have 200,Subscribers, so while we strive for 100% customer satisfaction, it would be completely unrealistic for there to be not a single complaint Once again, in terms of when *** called in to us, we spoke with her on 3/**/and she received the replacement on 3/**/15--with a weekend being in that time frame Besides the recommendation to test on a monthly basis noted on many parts of the paperwork that *** signed and returned, every Customer is reminded each time they call in to us to test their units on a monthly basis.At this time, we wish *** and family all the best, and as stated, she can rest assured that her account is closed.Sincerely,*** *** *** ***
Good Afternoon:I listened to the Sales recording, and at no time did *** *** mention to the Sales Agent that her daughter had ordered Medical Alarm Equipment for her the day before If she had said that, the Sales Agent would have ended the call However, when the Sales Agent requested her credit card information, she did respond that her daughter had given it to him the previous day He informed her that he had not spoken with her daughter and did not have her credit card informationThere can be no blame placed on either party here due to the circumstances *** *** assumed it was the Company where the medical alarm equipment had already been ordered; the Sales Agent was not aware that medical alarm equipment had been previously orderedIt was a simple misunderstanding In listening to the recording, *** *** sounded lucid, loud, and clear throughout the entire conversation As stated previously, as soon as we are in receipt of our Medical Alarm Equipment, *** ***'s account with us will be cancelled and a refund for the initial payment of $will be processed.Sincerely,*** *** *** ***Lifewatch USA
Good Afternoon:We are the Medical Alarm Company, not the Sales Agency ***'s phone number has been put on the Do Not Call List with the Outside Sellers All sales calls are recorded, and she placed the order for the Medical Alarm System on 5/**/ The order was cancelled on
5/**/15, and a refund check for $is being processed.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely,*** *** *** ***Lifewatch USA
I have asked *** to call me to discuss. I would be happy to go over some details of how an error was made. The error was a direct result of computer limitations directly due to the fact that she was offered years of free service. Our systems are not set up to manage these types of offerings. The system coded the account in arrears when months went by without payments. I would be happy to provide a signal report showing testing in April. I am happy to offer the remainder of the months promised for free. Apologies have been made and we are moving forward. Getting into individual personalities or mistakes serves no purpose in us moving forward. We would be honored to keep giving your mother free monitoring through the remainder of her promised months and retain her as a customer thereafter.
Respectfully,
*** ** ***
*** *** *** *** *** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Good Afternoon:I tried to reach *** *** and was unable to leave him a message He is correct in that we received his payment of $in February, which brought him current with his payments at that timeHowever, we have not received our rental equipment back; therefore, the monthly
Monitoring Charges are still being processedAn account cannot be cancelled until we are in receipt of our Medical Alarm Equipment He can feel free to reach out to me directly at ###-###-#### I would be happy to resolve everything for him, if he would like to continue the service I can even offer him a rate reduction if that would assist himIf he does want to cancel the service, the base unit and all components must be returned to:Lifewatch USA*** *** *** *** ** ***At that time, his account will be made inactive, and there will be no further payment attempts.I look forward to speaking with *** ***.Sincerely,*** *** *** *** Lifewatch USA
Good Afternoon:I spoke with ***'s daughter, *** on May *, I gave her the *** Tracking Information ***, with proof of delivery in November I explained that *** will not leave packages outside the home They hand deliver it to the resident of
the home However, *** stated that they have looked around the home, and there is no unit There have been no payments made on this account at this time because everything has been charged back/disputedWe are at a $loss of our unit at this time, but we are closing ***'s account, in the interest of excellent Customer Service. Sincerely,*** *** *** ***Lifewatch USA
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The response from the company representative said that there was a note in their system that stated that I, [redacted] said I would return the equipment to cancel the subscription. This in fact is untrue and I beg you to listen to the conversation I had with your representative. It was exclaimed that there was no equipment in our possession to return.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I have had problems with this company since I got the contract and device. I want out of this contract, nothing less will do. They have caused a great amount of stress and I don't need anymore.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Good Morning:I reached out to [redacted]'s daughter this morning, and I explained that we are the Medical Alarm Company; we ship our equipment and monitor our 200,000 Subscribers. We are not the Sales Agency--we do not and never had made outbound Sales Calls. There are, however, Outside...
Sellers that sell the Medical Alarm Service, and the Medical Alarm Companies purchase accounts from those Outside Sellers. This is an industry-wide practice. A certain criteria must be met--all calls are recorded, the Subscriber must confirm no less than 4 times that they understand what the service is, what the monthly rate will be, and they provide their payment information. After the initial sales call, it goes to a Sales Verifier, who confirms the order with the Subscriber again. I informed [redacted]'s daughter that I would pull the recording with the Sales Agent and the Verifier, to make certain that all was handled properly by the Sales Agent. If it was not, we would cut them off/not to business with them again. We are proud of our A+Revdex.com Rating; we do not tolerate anyone misleading our Seniors. With that, [redacted]'s daughter explained that there was probably nothing wrong with how the Sales Call had been handled by the Outside Sales Agent; her mother was probably just confused. Therefore, I am a little perplexed as to why a Revdex.com Complaint was processed, stating that "Lifewatch preyed on my mother and took advantage..." How would the outside seller know that [redacted]'s family had ordered medical alarm equipment from another company the day before?In addition, when I informed [redacted]'s daughter that the unit had to be returned, and we would process a refund for the initial payment, she stated that the Customer Service Rep she originally spoke with had informed her of that already.In summary, Lifewatch USA handled [redacted]'s account in a completely fair and justified way. She ordered the equipment; it was delivered in a timely manner; she is able to cancel her order upon receipt of the equipment, and a refund will be processed.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely,[redacted]
Good Afternoon:In response to this Complaint, it is unclear as to why [redacted] would have thought she was signing a receipt for the Medical Alarm Equipment that was delivered to her in May of 2014, when our Customer Service Representative, ***, spoke to her two months later on July **, regarding the benefits of signing a Contract He explained to her that if she signed and sent back the Contract that her monthly rate would never be increased as long as she remained our Subscriber She did sign and send back the Month Contract on August **, There is nothing misleading in terms of the wording of the ContractIt states, "24-Month Contract for $per Month."In terms of the equipment not working, [redacted] had called in on to say her Medical Alarm Button did not seem to be working, and it did not take days for her to receive the replacementIt was delivered to her five days later on per [redacted] Tracking # [redacted] It is electronic equipment, and that is why we recommend to our Subscribers that they test their devices on a Monthly basis to make certain that all is working fine We would be happy to issue her a free month of service for the inconvenience of those few days it took for her to receive the replacement button.In response to [redacted] 's comment that we take advantage of Seniors, we receive calls every single day from our Subscribers and their family members thanking us for assisting them in Emergency, many times life-threatening, situations We are proud to be in business for years, are a Revdex.com Accredited Agency with an A+ Revdex.com Rating, and serve 200,Subscribers Nationwide Thousands of our clients come to us through Client Referrals because our Subscribers are so pleased with their service.As [redacted] informed her daughter, [redacted] committed to a 24-Month Contract at $per month [redacted] offered her a Contract Buyout for a reduced fee of $ In the interest of excellent Customer Service, I would like to offer [redacted] a free month of service to continue our service Otherwise, if she does want to cancel, she must return our Medical Alarm Equipment and I am willing to accept a Contract Buyout fee of only $I may be reached directly at ###-###-####, if [redacted] or her daughter would like to further discuss this.Sincerely, [redacted] ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I would like an investigation and an explanation provided to me as to why my mother's billing account was not credited in May of to reflect the extended service for years at no charge until May of I would also like to know who authorized the deactivation of my mother's emergency alert alarm as told to me by [redacted] for nonpayment.I will respectfully request again, as I did from ***, to be provided a copy of the record that shows the testing times and dates done by my mother or Life Watch USA on the unit that failed in her home on Saturday June *, [redacted] has writtten in her response the unit was last tested on 4-**-Who tested what unit on 4-**-15? This satement directly conflicts what I was told by [redacted] on Monday June 8, that there not a record of testing times or dates to my mother's unit because my mother didn't test her unit that failedReinforced to me by [redacted] was that fact that if my mother had been testing her unit like she should have been my mother would have discovered sooner that her unit was deactivated and not functioning.Also it is too bad that [redacted] did not attempt to reach me by that same email that [redacted] refers to prior to disconnecting my mother mother's emergency aalert alarmIt is also too bad that representaive did not read the notes on my mother's account that we were given years of free service to have the account paid in full up to May prior to disconnecting the serviceDisconnecting in error the service to my mother's emergecny alert alarm left my mother laying on the bathroom floor without access to timely emergecny medical assitance In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely, [redacted]
Good Morning:I spoke with [redacted] a few days ago, and I explained to him that, per the notes in [redacted] s account, when [redacted] had spoken with him (515), he had arranged to send a Return Label to *** By now, they should have it I also mentioned that while [redacted] has been in possession of our rental equipment since 315, we have not received any payments at this point because they have all been disputed In terms of [redacted] stating that the Outside Seller misled his grandmother, I listened to the Verificiation Recording, and the the Agent clearly stated to ***, "You have another system, but you want to order this oneIs that correct?" She replied, "Yes."As discussed with [redacted] , as soon as we are in receipt of our Rental equipment, [redacted] s account will be closed There will be no further Billing attempts.If [redacted] has any other questions or concerns, he may reach me directly at ###-###-####.Sincerely, [redacted] ***
Good Morning:In response to this Complaint, we are Lifewatch USA, the Medical Alarm Company [redacted] is correct in stating that she returned our Rental Equipment, her account was made inactive on 714, and we processed the refund for her only payment to us of $ We have nothing to do with the $charges [redacted] mentioned that perhaps the $charges are for Smoke Detectors., There is a Company in our Building called [redacted] that offers Smoke Detectors Their phone number is ###-###-#### [redacted] can contact them directly to discuss those charges I will also reach out to them to see if she is their client, and ask them to contact [redacted] at ###-###-#### or via email: [redacted] That is all I can do to assist at this time.In terms of Lifewatch USA, Patricia's account was cancelled and the payment was refunded in July 2014.Sincerely, [redacted] Lifewatch USA
Good Morning:I spoke with [redacted] 's son in law, ***, this morning who registered this Revdex.com Complaint I explained to him that we are the Medical Alarm Company; not the Sales Agency We have been in business for years and we are proud of our A+ Rating with the Revdex.com Customer Service is the most important aspect of our business Therefore, we are refunding the $payment back to the Credit Card It will take 2-business days for it to clear.If there are any further questions or concerns, I may be contacted directly at ###-###-####.Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above The initial complaint as submitted was written as clearly as possible I thought I was signing a receipt for equipment because that is what I recall I was told The discussion that was referred to with [redacted] in July is one I don't recallI signed and sent back the document because I was told that I had to send it back to ensure I had received the equipment and keep the same rate The date that I called to report the equipment was not working to the best of my recollection was 315, the company was not open since it was a weekend) Since that is the date that I tested it, I cannot say for sure that it was working prior to that So I don't know if I had working equipment the entire time that it was in my possession No one told me that it was recommended to test on a monthly basis Since I believe I called on (according to the company's records) that would mean I was two weeks without working equipment Since I received the replacement on a Saturday (315) and knew the company was not open on weekends I called on Monday for assistance to activate it I had to leave a voice mail message, and no one returned my call.My daughter researched this company and found complaints that were very similar to mine The equipment did not work, customer service representative was rude, the customer service hours are limited so they cannot be reached 24/7, etc I feel that they did not provide the services that I understood I was paying for It is a frightening experience to realize that if something happened, I would not have a medical alarm within reach I have returned the equipment to the company (my daughter discussed with [redacted] on the phone) I had to find another company to supply me with working equipment for medical alarm My health has been poor and I was not comfortable at home with no working equipment for medical alarm equipment I have a history of stroke and have not been feeling well I am years old, after all I have advised my credit card company that they are not to pay this company after April I believe they have misled me and taken advantage of me with all of the above Since I have paid for all of the months that I had the equipment, whether it worked or not, I do not feel that I owe anything furtherAlso, their comment that the "contract" terms were very clear are not true Looking at the document, there is a space filled in with the monthly rate / Yes, I should have had someone review the document for me, but did not feel that it was necessary as I didn't think it was a contract Once again, my daughter has assisted me in writing this response.I request they close my account and [redacted] the balance paid in full I appreciate your assistance with this matter
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I reject this They have already billed me nearly $for something I never received and didnt order Now they want to charge me $more? This is a HUGE SCAM I also dont know anyone named "***"I was in the hospital for straight days and my twin sister lives in California while I live in Tennessee She was no where near this area during that time Im a well respected Reverend in my neighborhood and a retired teacher with a spotless record So I dont make up stuff This is wrong what they are doing I would like my money refunded that they wrongfully removed from my account! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:I appreciate [redacted] ***'s prompt response. During our phone conversation yesterday, [redacted] stated that she would listen to the sales agency's call with my mother, and that if anything was out of order or if my mother sounded confused, LifeWatch USA would discontinue their relationship with the sales agency. I shared that my mother most likely would not sound confused during the phone call, as she is hard of hearing and (unfortunately for this interaction)attempts to cover for this deficit by answering to what she thinks she hears. She had just signed up with a competitor company the day before and somehow understood that the purpose of the call from LifeWatch USA was to confirm what had been set up the day before. I used the word "prey" because my mother did not ask to be contacted by a sales company and clearly did not understand what she had agreed to. When an elderly person is hard of hearing, asking them 4 times if they understand what the service is, unfortunately does not clarify anything. Perhaps a more responsible way to engage with an elderly person would be to ask before the conversation starts, "Before we go any further, do you have any problems hearing clearly?" A positive response might then be followed up with a mailing prior to charging their credit card. [redacted] also told me that I should tell my mother not to give out her personal information on the phone. I shared with [redacted] that I have indeed had this conversation with my mother, encouraging her to only share personal information when she initiates the call. That is my mother's practice, but somehow, she understood this call to be a follow up from our agreement that we confirmed with the competitor company the previous day and felt obligated to provide the required information again.If it is at all possible, I would like to hear the phone conversation the sales agent had with my mother. We have shipped the product back to LifeWatch USA and are awaiting a refund.Once the refund has been received I will accept LifeWatch USA's response. Thank you.I will be glad to In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Good Morning:We do not want *** to be stressed or upset in any way, so at this time, we will make her Contract null and void The equipment has been returned, her account has been made inactive, and there will be no further billing attempts.I must address a few points--no one would ever have told *** to sign a receipt for the equipment--I have been here years and never have heard or instructed any of our Representatives to say that The tracking # is our confirmation that a Subscriber has received their Medical Alarm Equipment *** is the Customer Service Representative that sent the Contract to *** in July 2014, and explained to her that was a "Price Protect" Agreeement--that would guarantee her rate could never be increased upon signing and returning the Contract.Our Customer Service Hours are not limited They are Monday through Friday 8:am to 8:pm, and we are here on Saturdays from 8:30am to 1:00pm In terms of ***'s daughter finding Complaints about our Company-- we have been in business for more than years, and currently have 200,Subscribers, so while we strive for 100% customer satisfaction, it would be completely unrealistic for there to be not a single complaint Once again, in terms of when *** called in to us, we spoke with her on 3/**/and she received the replacement on 3/**/15--with a weekend being in that time frame Besides the recommendation to test on a monthly basis noted on many parts of the paperwork that *** signed and returned, every Customer is reminded each time they call in to us to test their units on a monthly basis.At this time, we wish *** and family all the best, and as stated, she can rest assured that her account is closed.Sincerely,*** *** *** ***
Good Afternoon:I listened to the Sales recording, and at no time did *** *** mention to the Sales Agent that her daughter had ordered Medical Alarm Equipment for her the day before If she had said that, the Sales Agent would have ended the call However, when the Sales Agent requested her credit card information, she did respond that her daughter had given it to him the previous day He informed her that he had not spoken with her daughter and did not have her credit card informationThere can be no blame placed on either party here due to the circumstances *** *** assumed it was the Company where the medical alarm equipment had already been ordered; the Sales Agent was not aware that medical alarm equipment had been previously orderedIt was a simple misunderstanding In listening to the recording, *** *** sounded lucid, loud, and clear throughout the entire conversation As stated previously, as soon as we are in receipt of our Medical Alarm Equipment, *** ***'s account with us will be cancelled and a refund for the initial payment of $will be processed.Sincerely,*** *** *** ***Lifewatch USA
Good Afternoon:We are the Medical Alarm Company, not the Sales Agency ***'s phone number has been put on the Do Not Call List with the Outside Sellers All sales calls are recorded, and she placed the order for the Medical Alarm System on 5/**/ The order was cancelled on
5/**/15, and a refund check for $is being processed.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely,*** *** *** ***Lifewatch USA
I have asked *** to call me to discuss. I would be happy to go over some details of how an error was made. The error was a direct result of computer limitations directly due to the fact that she was offered years of free service. Our systems are not set up to manage these types of offerings. The system coded the account in arrears when months went by without payments. I would be happy to provide a signal report showing testing in April. I am happy to offer the remainder of the months promised for free. Apologies have been made and we are moving forward. Getting into individual personalities or mistakes serves no purpose in us moving forward. We would be honored to keep giving your mother free monitoring through the remainder of her promised months and retain her as a customer thereafter.
Respectfully,
*** ** ***
*** *** *** *** *** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
Good Afternoon:I tried to reach *** *** and was unable to leave him a message He is correct in that we received his payment of $in February, which brought him current with his payments at that timeHowever, we have not received our rental equipment back; therefore, the monthly
Monitoring Charges are still being processedAn account cannot be cancelled until we are in receipt of our Medical Alarm Equipment He can feel free to reach out to me directly at ###-###-#### I would be happy to resolve everything for him, if he would like to continue the service I can even offer him a rate reduction if that would assist himIf he does want to cancel the service, the base unit and all components must be returned to:Lifewatch USA*** *** *** *** ** ***At that time, his account will be made inactive, and there will be no further payment attempts.I look forward to speaking with *** ***.Sincerely,*** *** *** *** Lifewatch USA
Good Afternoon:I spoke with ***'s daughter, *** on May *, I gave her the *** Tracking Information ***, with proof of delivery in November I explained that *** will not leave packages outside the home They hand deliver it to the resident of
the home However, *** stated that they have looked around the home, and there is no unit There have been no payments made on this account at this time because everything has been charged back/disputedWe are at a $loss of our unit at this time, but we are closing ***'s account, in the interest of excellent Customer Service. Sincerely,*** *** *** ***Lifewatch USA
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The response from the company representative said that there was a note in their system that stated that I, [redacted] said I would return the equipment to cancel the subscription. This in fact is untrue and I beg you to listen to the conversation I had with your representative. It was exclaimed that there was no equipment in our possession to return.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]I have had problems with this company since I got the contract and device. I want out of this contract, nothing less will do. They have caused a great amount of stress and I don't need anymore.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Good Morning:I reached out to [redacted]'s daughter this morning, and I explained that we are the Medical Alarm Company; we ship our equipment and monitor our 200,000 Subscribers. We are not the Sales Agency--we do not and never had made outbound Sales Calls. There are, however, Outside...
Sellers that sell the Medical Alarm Service, and the Medical Alarm Companies purchase accounts from those Outside Sellers. This is an industry-wide practice. A certain criteria must be met--all calls are recorded, the Subscriber must confirm no less than 4 times that they understand what the service is, what the monthly rate will be, and they provide their payment information. After the initial sales call, it goes to a Sales Verifier, who confirms the order with the Subscriber again. I informed [redacted]'s daughter that I would pull the recording with the Sales Agent and the Verifier, to make certain that all was handled properly by the Sales Agent. If it was not, we would cut them off/not to business with them again. We are proud of our A+Revdex.com Rating; we do not tolerate anyone misleading our Seniors. With that, [redacted]'s daughter explained that there was probably nothing wrong with how the Sales Call had been handled by the Outside Sales Agent; her mother was probably just confused. Therefore, I am a little perplexed as to why a Revdex.com Complaint was processed, stating that "Lifewatch preyed on my mother and took advantage..." How would the outside seller know that [redacted]'s family had ordered medical alarm equipment from another company the day before?In addition, when I informed [redacted]'s daughter that the unit had to be returned, and we would process a refund for the initial payment, she stated that the Customer Service Rep she originally spoke with had informed her of that already.In summary, Lifewatch USA handled [redacted]'s account in a completely fair and justified way. She ordered the equipment; it was delivered in a timely manner; she is able to cancel her order upon receipt of the equipment, and a refund will be processed.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely,[redacted]
We have 24 hour customer service at ###-###-#### but I will have someone call you immediately.