As a matter of principal our first concern is resolving the customers immediate need. It appears Pam did an outstanding job of attending to your needs, aplogizing and making herself available to you in the future In terms of how we manage our business internally we do not discuss policies and procedure of employee management with customers. Rest assured we heard your concerns and internally will address. Feel free to reach out to Pam directly in teh future if you need assistance. Thank you for your comments.
Good Morning:I spoke with [redacted] yesterday regarding her Dad's account, and all is resolved. We will send a replacement unit and medical alarm button to him, with a return label for the current equipment he has. I have credited [redacted] account for the months that we did not receive...
payment, and once the replacement unit is received by [redacted], connected, and tested, we will resume charging monthly. [redacted] has my direct phone number, ###-###-####, and I advised her that she can always reach out to me directly for assistance.Sincerely,Pam C[redacted]Customer Relations Manager
Good Afternoon:As I explained to [redacted] today, the equipment was ordered on May **, 2013. It was confirmed no less than 3 times that the Subscriber understood what the service was, the monthly monitoring rate, and [redacted] provided the Credit Card Information. There would be no way for the...
Outside Seller to obtain [redacted]'s payment method, unless it was given to them. [redacted] stated that the equipment was returned to us; however, could not provide the method of return, the date of return, or give me any tracking details. We show that the unit was never returned to us, so I did some research to see if the unit that been assigned to [redacted] was re-deployed to another Subscriber, and it was not. It is rental equipment and when a Subscriber returns their equipment, their account is made inactive immediately, there are no further payment attempts, the Unit is refurbished, and sent to a new Subscriber. Each unit has a specific ID# on it. Our records indicate that the Specific Unit ID# had only been assigned to [redacted]. Therefore, we are at a loss of our medical alarm equipment which is valued at $475. In addition, every unit is activated with a Monitoring Center from the day it is shipped; in this way, the Monitoring Center has the Subscriber's name, address, and phone number in order to assist them if they press their button. We have been paying a Monitoring Center all these months because we had activated that unit with [redacted]'s information and never received the unit back to cancel the account. [redacted] disputed a number of the monthly monitoring payments, as well. Once again, we are at a loss for our unit and the Monitoring Fees at this time. Finally, it is unclear as to why no one would have noticed the charges on the monthly Credit Card Statements and inquired about it until recently. At this time, we will extend the courtesy of cancelling [redacted]'s account. There will be no further payment attempts, although we never received our Rental Equipment back and a number of the monthly monitoring fees have been disputed.Sincerely,[redacted]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]
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 2014 to reflect the extended service for 2 years at no charge until May of 2016. 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 [redacted], 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 *,2015. [redacted] has writtten in her response the unit was last tested on 4-**-15. Who tested what unit on 4-**-15? This satement directly conflicts what I was told by [redacted] on Monday June 8, 2015 that there not a record of testing times or dates to my mother's unit because my mother didn't test her unit that failed. Reinforced 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 alarm. It is also too bad that representaive did not read the notes on my mother's account that we were given 2 years of free service to have the account paid in full up to May 2016 prior to disconnecting the service. Disconnecting 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]
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 and the matter has been resolved.
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 have seen the Customer Service Rep's email response to my complaint as well as 2 very apologetic sounding voice messages. However, in reviewing Ms. C[redacted]'s responses to the numerous other complaints about this business they all have the same contrite tone. This is actually quite different than the experience of calling LifeWatch. If you get anyone on the phone at all, they are often coarse, dismissive and rude. It is Ms. C[redacted]'s very purpose in life to eradicate any trace of dissatisfaction with this organization and maintain their "AAA+" rating with the Revdex.com despite the many complaints and a pending lawsuit filed by the Federal Trade Commission (see below) I have no doubt that my mother's money will be refunded, but that does not change the well documented practices of this organization. Like many middle aged children who oversee finances for their aging parents, and are still alert enough to spot errors, catch overcharges and merchandise ordered under duress by salespeople trained to intimidate and coerce seniors out of their retirement money, I marvel at the number of unscrupulous organizations who take advantage of the elderly. They are too kind, too polite or too confused to fight back or have nobody to watch out for them. It makes them the easiest target of all. Shame on Lifewatch and Medalert. They can whitewash this website all they want, but one only need review the other customer's complaints which all sound the same. Ms. C[redacted] is an expert at representing her organization, but read this press release from the FTC and the Florida Attorney General's Office and you will understand the truth:[redacted] [redacted]"See the press release in its entirety here:[redacted]Respectfully submitted,[redacted]
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 and the matter has been resolved.
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, [redacted], spoke to her two months later on July **, 2014...
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 24 Month Contract on August **, 2014. There is nothing misleading in terms of the wording of the Contract. It states, "24-Month Contract for $29.95 per Month."In terms of the equipment not working, [redacted] had called in on 3/**/15 to say her Medical Alarm Button did not seem to be working, and it did not take 10 days for her to receive the replacement. It was delivered to her five days later on 3/**/15 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 34 years, are a Revdex.com Accredited Agency with an A+ Revdex.com Rating, and serve 200,000 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 $29.95 per month. [redacted] offered her a Contract Buyout for a reduced fee of $250. 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 $100. I may be reached directly at ###-###-####, if [redacted] or her daughter would like to further discuss this.Sincerely,[redacted]
Good Morning:I left a message for [redacted], and I extend my condolences on the passing of her father.James had paid the annual...
payment of $359.40 for the Medical Alarm Equipment that was delivered on June **, 2015. In addition, there was a $40 fee for the lockbox he purchased. However, once a Subscriber pays for the lockbox, they own it. Therefore, that does not have to be returned, and no refund is in order for that. The Medical Alarm Rental equipment was returned to us approximately two months after it was delivered to James, and his account was made inactive on August **, 2015. A refund check in the amount of $299.50 was sent out on August **, 2015 ($359.40-$59.90 for 2 months of service). It has been confirmed by the Bookkeeping Department that the check that was sent has not been cashed. Therefore, we will re-issue and send a replacement check directly to [redacted] because she was listed as the Responsible party on James' account. I would appreciate [redacted] either calling me directly at ###-###-#### with her address information, or if she prefers, she can email me, [redacted].Sincerely,Pam C[redacted]Customer Relations Manager
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 and the matter has been resolved. However, the customer service person did not give me the customer service numbers at all. The number on the paperwork received was ###-###-####. This is also the number on their web site. I hope that others will not have the same problem reaching this company as I did. A consumer alert should be posted.
Sincerely,
[redacted]
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 and the matter has been resolved.
Sincerely,
[redacted]
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 and the matter has been resolved.
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 7/**/14, and we processed the refund for her only payment to us of $34.95. We have nothing...
to do with the $14.99 charges. [redacted] mentioned that perhaps the $14.99 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 Afternoon:Gertrude ordered our service and the medical alarm equipment was delivered to her on 10/*/15. It is the company protocol that an account cannot be cancelled until...
we are in receipt of our rental equipment. In researching [redacted]'s account further, I see that a family member called us on 8/**/16, requesting that we close [redacted]'s account, and it was explained that the equipment had to be returned to us. In the interest of excellent Customer Service, at this time, [redacted]'s account has been closed. She and her family may disregard the invoice that was sent for the lost equipment, and there will be no further payment attempts.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager
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 and the matter has been resolved.
Sincerely,
[redacted]
Good Morning:I attempted to contact [redacted] to discuss her complaint this morning, and left her a message to please contact me. The medical alarm equipment that she has in her possession is rental equipment. Therefore, if she had decided all these months that she did not want the service,...
she could have simply sent it back to us to cancel her account. As with any rental equipment, the Subscriber is charged until the equipment is returned. For example, if someone has Cable TV Service and doesn't watch television for a month, they are still charged for the service, until they return their Cable Box.Our policy is and always has been that once our rental equipment is returned to us, the Subscriber's account is made inactive, and there are no further billing attempts. From the day the equipment is shipped, it is activated with our Monitoring Center and we are paying them to monitor the unit. They had the pertinent information for [redacted] in terms of her name, address, and phone number in case of emergency. If she had connected the unit at any point, and pressed the button for help, they would have dispatched assistance (her local Paramedics) to her home. It is not necessary to provide medical information, or responder information to obtain emergency assistance. Thousands of our Subscribers do not have anyone for us to contact, except their local 911.We are unable to refund [redacted] for all the months she had the Medical Alarm Equipment in her possession. From a Corporate point of view, if she had returned it in a reasonable time frame, the unit would have been refurbished, and sent to another Subscriber to use. Thus, we would have been paid for the Monitoring Service from another client all these months.In terms of her credit card expiration, the payments went through until the month of May 2015. That was the first month there was a declined payment. There were two payments charged in June to compensate for the declined May payment.In the interest of excellent customer service, we will send [redacted] a return label, so that we are responsible for the payment of the unit return. She contacted us on June [redacted] stating she wanted to cancel the service, was informed she had to send the rental equipment back to us, yet as of today, the equipment has still not been returned. We will also refund the two June payments, as long as we are in receipt of our rental equipment by July [redacted].We have gone above and beyond to resolve this Complaint, and I am certain that [redacted] will find this a fair and reasonable resolution. If [redacted] has any further questions or comments, she can feel free to contact me 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:
Hello, My name is [redacted], [redacted]'s daughter. I am handling this now. My father is 85, a senior citizen and senile. That is why my brother stepped in before. We felt as though my father was taken advantage of. My brother , [redacted], said they scoured the house for the equipment that LifeWatch never asked for for months and they were the ones never returning phone calls made asking for help. He can't find the equipment. Why SIX+ MONTHS later are they starting this up again. I remember this whole thing, could never get someone on the phone.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Good Morning:In reviewing the account, I see the status on [redacted]'s account is "Order Cancelled." Her account is inactive with us. [redacted] can certainly disregard any invoices she received, and I apologize for this misunderstanding. There will be no further payment attempts.If...
there are any further questions or concerns, [redacted] may reach me directly at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager.
Good Morning:In response to this Complaint, the service was ordered on 9/**/14. In fact, it was requested that we send the Medical Alarm Equipment as priority mail for a fee of $19.95. We called the home on 10/*/14 to make certain that we should expedite the equipment, and "[redacted]" confirmed...
that we should send it as soon as possible. We have confirmed [redacted] Tracking #[redacted] showing that the equipment was delivered to the home on 10/*/14 at 11:09am. On 3/*/15, [redacted] called to say that her twin sister had ordered the equipment and that it had been sent back to us. Therefore, [redacted] confirmed that it was received at the home; however, she could not provide any return tracking information. We don't show it was delivered to us. This is rental equipment--when a Subscriber returns their equipment, it is refurbished, and sent out to the next Subscriber. I checked the Unit ID affiliated with [redacted]'s equipment, and it has not been sent to any other Subscriber. Our records indicate that [redacted] still has it. This equipment is valued at $400. We ask that [redacted] continue to search her premises--in closets, etc to locate it. We are sending a return label to her, so the return will be at our expense.I left a message for [redacted] to please contact me directly at ###-###-#### to further discuss.Thank you.Sincerely,[redacted]
Good Afternoon:In response to this rejection, as I explained in the previous response, the equipment is activated from the day it is shipped. In addition, there were numerous follow up calls, conversations, and messages left by us from October 2014 through June *, 2015. However, I just attempted to contact the home number at ###-###-####, yet heard a Voicemail message that the Voicemail is not currently set up. I have attached the recording from 3/**/15 where our Customer Service Representative was told by [redacted] that the unit had been received at the home and sent back. Yet, she was unable to provide any tracking information or proof of delivery to us. We never received the unit, and it has not been re-deployed to another Subscriber.The $19.95 fee that was charged on 9/**/14 was not an activation fee; it was an expedited, signature required shipping fee requested by the customer.Once again, at this time, we accept the $400 loss of our medical alarm equipment, and there will be no refund.I may be reached directly at ###-###-#### to further discuss.Thank you.Sincerely,[redacted]
As a matter of principal our first concern is resolving the customers immediate need. It appears Pam did an outstanding job of attending to your needs, aplogizing and making herself available to you in the future In terms of how we manage our business internally we do not discuss policies and procedure of employee management with customers. Rest assured we heard your concerns and internally will address. Feel free to reach out to Pam directly in teh future if you need assistance. Thank you for your comments.
Good Morning:I spoke with [redacted] yesterday regarding her Dad's account, and all is resolved. We will send a replacement unit and medical alarm button to him, with a return label for the current equipment he has. I have credited [redacted] account for the months that we did not receive...
payment, and once the replacement unit is received by [redacted], connected, and tested, we will resume charging monthly. [redacted] has my direct phone number, ###-###-####, and I advised her that she can always reach out to me directly for assistance.Sincerely,Pam C[redacted]Customer Relations Manager
Good Afternoon:As I explained to [redacted] today, the equipment was ordered on May **, 2013. It was confirmed no less than 3 times that the Subscriber understood what the service was, the monthly monitoring rate, and [redacted] provided the Credit Card Information. There would be no way for the...
Outside Seller to obtain [redacted]'s payment method, unless it was given to them. [redacted] stated that the equipment was returned to us; however, could not provide the method of return, the date of return, or give me any tracking details. We show that the unit was never returned to us, so I did some research to see if the unit that been assigned to [redacted] was re-deployed to another Subscriber, and it was not. It is rental equipment and when a Subscriber returns their equipment, their account is made inactive immediately, there are no further payment attempts, the Unit is refurbished, and sent to a new Subscriber. Each unit has a specific ID# on it. Our records indicate that the Specific Unit ID# had only been assigned to [redacted]. Therefore, we are at a loss of our medical alarm equipment which is valued at $475. In addition, every unit is activated with a Monitoring Center from the day it is shipped; in this way, the Monitoring Center has the Subscriber's name, address, and phone number in order to assist them if they press their button. We have been paying a Monitoring Center all these months because we had activated that unit with [redacted]'s information and never received the unit back to cancel the account. [redacted] disputed a number of the monthly monitoring payments, as well. Once again, we are at a loss for our unit and the Monitoring Fees at this time. Finally, it is unclear as to why no one would have noticed the charges on the monthly Credit Card Statements and inquired about it until recently. At this time, we will extend the courtesy of cancelling [redacted]'s account. There will be no further payment attempts, although we never received our Rental Equipment back and a number of the monthly monitoring fees have been disputed.Sincerely,[redacted]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]
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 2014 to reflect the extended service for 2 years at no charge until May of 2016. 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 [redacted], 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 *,2015. [redacted] has writtten in her response the unit was last tested on 4-**-15. Who tested what unit on 4-**-15? This satement directly conflicts what I was told by [redacted] on Monday June 8, 2015 that there not a record of testing times or dates to my mother's unit because my mother didn't test her unit that failed. Reinforced 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 alarm. It is also too bad that representaive did not read the notes on my mother's account that we were given 2 years of free service to have the account paid in full up to May 2016 prior to disconnecting the service. Disconnecting 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]
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 and the matter has been resolved.
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 have seen the Customer Service Rep's email response to my complaint as well as 2 very apologetic sounding voice messages. However, in reviewing Ms. C[redacted]'s responses to the numerous other complaints about this business they all have the same contrite tone. This is actually quite different than the experience of calling LifeWatch. If you get anyone on the phone at all, they are often coarse, dismissive and rude. It is Ms. C[redacted]'s very purpose in life to eradicate any trace of dissatisfaction with this organization and maintain their "AAA+" rating with the Revdex.com despite the many complaints and a pending lawsuit filed by the Federal Trade Commission (see below) I have no doubt that my mother's money will be refunded, but that does not change the well documented practices of this organization. Like many middle aged children who oversee finances for their aging parents, and are still alert enough to spot errors, catch overcharges and merchandise ordered under duress by salespeople trained to intimidate and coerce seniors out of their retirement money, I marvel at the number of unscrupulous organizations who take advantage of the elderly. They are too kind, too polite or too confused to fight back or have nobody to watch out for them. It makes them the easiest target of all. Shame on Lifewatch and Medalert. They can whitewash this website all they want, but one only need review the other customer's complaints which all sound the same. Ms. C[redacted] is an expert at representing her organization, but read this press release from the FTC and the Florida Attorney General's Office and you will understand the truth:[redacted] [redacted]"See the press release in its entirety here:[redacted]Respectfully submitted,[redacted]
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 and the matter has been resolved.
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, [redacted], spoke to her two months later on July **, 2014...
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 24 Month Contract on August **, 2014. There is nothing misleading in terms of the wording of the Contract. It states, "24-Month Contract for $29.95 per Month."In terms of the equipment not working, [redacted] had called in on 3/**/15 to say her Medical Alarm Button did not seem to be working, and it did not take 10 days for her to receive the replacement. It was delivered to her five days later on 3/**/15 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 34 years, are a Revdex.com Accredited Agency with an A+ Revdex.com Rating, and serve 200,000 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 $29.95 per month. [redacted] offered her a Contract Buyout for a reduced fee of $250. 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 $100. I may be reached directly at ###-###-####, if [redacted] or her daughter would like to further discuss this.Sincerely,[redacted]
Good Morning:I left a message for [redacted], and I extend my condolences on the passing of her father.James had paid the annual...
payment of $359.40 for the Medical Alarm Equipment that was delivered on June **, 2015. In addition, there was a $40 fee for the lockbox he purchased. However, once a Subscriber pays for the lockbox, they own it. Therefore, that does not have to be returned, and no refund is in order for that. The Medical Alarm Rental equipment was returned to us approximately two months after it was delivered to James, and his account was made inactive on August **, 2015. A refund check in the amount of $299.50 was sent out on August **, 2015 ($359.40-$59.90 for 2 months of service). It has been confirmed by the Bookkeeping Department that the check that was sent has not been cashed. Therefore, we will re-issue and send a replacement check directly to [redacted] because she was listed as the Responsible party on James' account. I would appreciate [redacted] either calling me directly at ###-###-#### with her address information, or if she prefers, she can email me, [redacted].Sincerely,Pam C[redacted]Customer Relations Manager
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 and the matter has been resolved. However, the customer service person did not give me the customer service numbers at all. The number on the paperwork received was ###-###-####. This is also the number on their web site. I hope that others will not have the same problem reaching this company as I did. A consumer alert should be posted.
Sincerely,
[redacted]
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 and the matter has been resolved.
Sincerely,
[redacted]
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 and the matter has been resolved.
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 7/**/14, and we processed the refund for her only payment to us of $34.95. We have nothing...
to do with the $14.99 charges. [redacted] mentioned that perhaps the $14.99 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 Afternoon:Gertrude ordered our service and the medical alarm equipment was delivered to her on 10/*/15. It is the company protocol that an account cannot be cancelled until...
we are in receipt of our rental equipment. In researching [redacted]'s account further, I see that a family member called us on 8/**/16, requesting that we close [redacted]'s account, and it was explained that the equipment had to be returned to us. In the interest of excellent Customer Service, at this time, [redacted]'s account has been closed. She and her family may disregard the invoice that was sent for the lost equipment, and there will be no further payment attempts.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager
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 and the matter has been resolved.
Sincerely,
[redacted]
Good Morning:I attempted to contact [redacted] to discuss her complaint this morning, and left her a message to please contact me. The medical alarm equipment that she has in her possession is rental equipment. Therefore, if she had decided all these months that she did not want the service,...
she could have simply sent it back to us to cancel her account. As with any rental equipment, the Subscriber is charged until the equipment is returned. For example, if someone has Cable TV Service and doesn't watch television for a month, they are still charged for the service, until they return their Cable Box.Our policy is and always has been that once our rental equipment is returned to us, the Subscriber's account is made inactive, and there are no further billing attempts. From the day the equipment is shipped, it is activated with our Monitoring Center and we are paying them to monitor the unit. They had the pertinent information for [redacted] in terms of her name, address, and phone number in case of emergency. If she had connected the unit at any point, and pressed the button for help, they would have dispatched assistance (her local Paramedics) to her home. It is not necessary to provide medical information, or responder information to obtain emergency assistance. Thousands of our Subscribers do not have anyone for us to contact, except their local 911.We are unable to refund [redacted] for all the months she had the Medical Alarm Equipment in her possession. From a Corporate point of view, if she had returned it in a reasonable time frame, the unit would have been refurbished, and sent to another Subscriber to use. Thus, we would have been paid for the Monitoring Service from another client all these months.In terms of her credit card expiration, the payments went through until the month of May 2015. That was the first month there was a declined payment. There were two payments charged in June to compensate for the declined May payment.In the interest of excellent customer service, we will send [redacted] a return label, so that we are responsible for the payment of the unit return. She contacted us on June [redacted] stating she wanted to cancel the service, was informed she had to send the rental equipment back to us, yet as of today, the equipment has still not been returned. We will also refund the two June payments, as long as we are in receipt of our rental equipment by July [redacted].We have gone above and beyond to resolve this Complaint, and I am certain that [redacted] will find this a fair and reasonable resolution. If [redacted] has any further questions or comments, she can feel free to contact me 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:
Hello, My name is [redacted], [redacted]'s daughter. I am handling this now. My father is 85, a senior citizen and senile. That is why my brother stepped in before. We felt as though my father was taken advantage of. My brother , [redacted], said they scoured the house for the equipment that LifeWatch never asked for for months and they were the ones never returning phone calls made asking for help. He can't find the equipment. Why SIX+ MONTHS later are they starting this up again. I remember this whole thing, could never get someone on the phone.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Good Morning:In reviewing the account, I see the status on [redacted]'s account is "Order Cancelled." Her account is inactive with us. [redacted] can certainly disregard any invoices she received, and I apologize for this misunderstanding. There will be no further payment attempts.If...
there are any further questions or concerns, [redacted] may reach me directly at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager.
Good Morning:In response to this Complaint, the service was ordered on 9/**/14. In fact, it was requested that we send the Medical Alarm Equipment as priority mail for a fee of $19.95. We called the home on 10/*/14 to make certain that we should expedite the equipment, and "[redacted]" confirmed...
that we should send it as soon as possible. We have confirmed [redacted] Tracking #[redacted] showing that the equipment was delivered to the home on 10/*/14 at 11:09am. On 3/*/15, [redacted] called to say that her twin sister had ordered the equipment and that it had been sent back to us. Therefore, [redacted] confirmed that it was received at the home; however, she could not provide any return tracking information. We don't show it was delivered to us. This is rental equipment--when a Subscriber returns their equipment, it is refurbished, and sent out to the next Subscriber. I checked the Unit ID affiliated with [redacted]'s equipment, and it has not been sent to any other Subscriber. Our records indicate that [redacted] still has it. This equipment is valued at $400. We ask that [redacted] continue to search her premises--in closets, etc to locate it. We are sending a return label to her, so the return will be at our expense.I left a message for [redacted] to please contact me directly at ###-###-#### to further discuss.Thank you.Sincerely,[redacted]
Good Afternoon:In response to this rejection, as I explained in the previous response, the equipment is activated from the day it is shipped. In addition, there were numerous follow up calls, conversations, and messages left by us from October 2014 through June *, 2015. However, I just attempted to contact the home number at ###-###-####, yet heard a Voicemail message that the Voicemail is not currently set up. I have attached the recording from 3/**/15 where our Customer Service Representative was told by [redacted] that the unit had been received at the home and sent back. Yet, she was unable to provide any tracking information or proof of delivery to us. We never received the unit, and it has not been re-deployed to another Subscriber.The $19.95 fee that was charged on 9/**/14 was not an activation fee; it was an expedited, signature required shipping fee requested by the customer.Once again, at this time, we accept the $400 loss of our medical alarm equipment, and there will be no refund.I may be reached directly at ###-###-#### to further discuss.Thank you.Sincerely,[redacted]