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: THEY STILL HAVE NOT REFUNDED MY MOTHERS MONEY AND THEY TOOK ANOTHER 34.95 FROM MY MOTHERS ACCOUNT BESIDES THE 104.85 THEY TOOK ALSO HOW CAN THEY SAY THEY TRACKED THE DEVICE TO MY MOTHER WHEN SHE NEVER SIGNED FOR THIS AND I CAN NOT FIND IT ANYWHERE WHY WOULD I WANT TO KEEP IT THIS IS JUST ANOTHER OF THEIR DISHONEST TACTICS THE DEVICE IS NO GOOD TO ME AND SHE NEVER RECEIVED IT I GOOGLED THIS COMPANY AND THERE ARE MANY PEOPLE WITH THE SAME PROBLEM MY MOTHER NEVER HAD THIS SERVICE AND THEY HAVE BEEN DEBITING MY MOTHERS ACCOUNT FOR 34.95 SINCE MAY OF 2014 THEY HAD TO KNOW SHE WASNT BEING MONITORED BUT STILL CONTINUED TO CHARGE HER IF I DID SOMETHING LIKE THIS I WOULD BE IN JAIL TAKING SOMEONES MONEY AND PROVIDING NOTHING THEY ALWAYS HAVE EXCUSES MY MOTHER NEVER EVEN SIGNED THE CONTRACT OR SENT IT BACK THEY EVEN TOOK THE MONEY THIS TIME UNDER ANOTHER COMPANY NAME THIS IS FRAUD
Good Afternoon:I completely understand [redacted]'s frustration, and I apologize. We have converted to a new billing system. In transferring hundreds of thousands of customers from the old system to the new system, there was a discrepancy with her mom's account, where she did continue to receive invoices, although the account had been made inactive. It has been confirmed by the Bookkeeping Department that the account is inactive, there will be no further billing attempts made, and [redacted] and Janice should disregard any invoices they have received.I left another message for [redacted], and she can reach out to me at ###-###-####.Thank you.Sincerely,Pam C[redacted]Customer Relations Manager
Good Afternoon:I spoke with [redacted] this afternoon, and I explained that it is not our policy to send a return label when someone wants to cancel an account. I have been here for 13 years and the protocol has always been that it is the responsibility of the Subscriber/and or a family member to ship...
the equipment back to us. We are unable to cancel his account until we are in receipt of our rental equipment. She had mentioned that her dad ordered other items, so perhaps it was one of the other companies that informed her they would send a return label. I asked [redacted] if she had the paperwork and the actual unit, and she did. I further explained that it is explained on the paperwork and there is a yellow label on the base unit that states, "Property of Lifewatch. Return to [redacted] [redacted]."[redacted] is going to send the equipment back, and in the interest of excellent customer service, we will refund 3 months of payments when we receive the equipment.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 Afternoon:In response to this Complaint, I have left 2 messages for [redacted]. In viewing his mother's account, I see that the refund was not processed immediately due to simple human error. Whent [redacted] had spoken with one of our Customer Service Reps on 7/**/15 she was a bit...
confused in terms of whether the equipment had actually shipped or not. While she informed [redacted] that the order would be canceled and a refund would be processed within a few days, she did not follow up with our Shipping Department to cancel the order. Once again, it was a mistake. When [redacted] called a few days later on 7/** and spoke with a different Customer Service Rep, [redacted], he did exactly what he was supposed to. He contacted the Shipping Department, was able to determine that the equipment was ready to be shipped that day, but had not yet gone out; therefore, he was able to cancel the order, and he processed the Refund Request at that time with our Bookkeeping Department. The Refund for $44.94 was done at 9:30am on 7/**, the morning after [redacted] and [redacted] spoke. I would also like to mention that the Refund was taken care of before I received this Revdex.com Complaint yesterday at 11:30am.At this time I am not going to respond to any of the other allegations mentioned in the Complaint. I will say that we have been in business for more than 35 years, serve 200,000 satisfied Subscribers Nationwide, and have an A+Rating with the Revdex.com. Customer Service is and always has been our first priority.I apologize for any stress this has caused [redacted] or [redacted]. Once again, [redacted]'s refund was processed first thing yesterday morning. Her account has been closed, and there will be no further billing attempts.If [redacted] would like to discuss this further, he can contact me directly at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager
Good Afternoon:In response to this Complaint, I contacted [redacted] to inform her that we have closed [redacted] account. There will be no further billing attempts. I asked [redacted] if she had the tracking information for the return of the unit because we do not show in our System that it is back...
in our Inventory. She said she did not have any tracking information. However, in the interest of excellent Customer Service, we accept the loss of our unit, and as stated, [redacted] account is closed at this time.If there are any further questions or concerns, [redacted] can feel free to reach me directly at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager
Good Morning:I contacted Irma this morning and informed her that we issued another credit on her Visa card in the amount of $39.95. I apologized that we had only credited $79.90 previously, which was not the full amount. I explained to her that the $39.95 credit should appear back in her account within 3-5 business days.Irma is satisfied at this time. If there are any further questions or concerns, I may be reached directly at ###-###-####, ext. [redacted].Sincerely,Pam C[redacted]Customer Relations Manager
Good Morning:I left [redacted] a message this morning to call me regarding this Complaint. I wanted to explain to [redacted] that we are the Medical Alarm Company; we are not the Sales Agency. We ship our equipment and monitor our Subscribers. There are, however, Outside Sellers across the...
Country that sell the Medical Alarm Service, and we as the Medical Alarm Company along with the other Med Alarm Companies, purchase those accounts. There is a criteria that must be met before the shipment is expedited. All Calls must be recorded, it must be confirmed no less than 4 times by the Subscriber that they understand what the service is, what the monthly rate will be, and the Subscriber provides their payment information. In addition, before we ship the equipment, we contact the Subscriber to confirm they do want the Service. On April **, 2014 [redacted] confirmed that we should ship the Medical Alarm Equipment to her. That was approximately 15 months ago. From the day the equipment is shipped, it is activated with the Monitoring Center, so that any time a Subscriber connects the unit, or presses their button in an Emergency, the Monitoring Center has their pertinent information in terms of their name, address, and phone number if assistance is needed. Therefore, we have been paying the Monitoring Center all this time. In addition, since it is rental equipment, if [redacted] would have returned it in a reasonable period of time, it would have been refurbished and sent to another Subscriber. As with any rental equipment, a Subscriber is charged until the rental equipment is returned. For example, with a Cable TV Service, the Service cannot be canceled until the Cable box is returned, whether the Subscriber watches television or not. It is perplexing that the $34.95 monthly charge was never noticed on [redacted]'s credit card statements all this time. In terms of [redacted] mentioning that she cancelled the service on the phone, it is always explained that we are unable to cancel the Service until we are in receipt of our Medical Alarm Equipment. Once the equipment is returned to us, [redacted]'s account will be made inactive, and there will be no further billing attempts. As a courtesy, I have sent a Return label to her today, so that we are responsible for the payment of the unit return, not [redacted]. In the interest of excellent Customer Service, we will also refund 1 monthly payment, if the unit is returned by August **, 2015.If there are any further questions or concerns, [redacted] may contact me at ###-###-####.Thank you.Sincerely,
[redacted]
[redacted]
Good Morning:I apologize if [redacted] felt she was treated in a rude way. We pride ourselves on Customer Service, and I will certainly look into this and address it immediately.In accessing [redacted] account information, the unit was received and her account was made inactive on 9/**/15. A...
refund check in the amount of $34.95 was sent to Joyce on 10/*/15 in the amount of $34.95.If Joyce has not yet received the refund check, it would be appreciated if she reaches out to me directly at ###-###-#### or via email [redacted].Thank you.Sincerely,Pam C[redacted]Customer Relations Manager
Customers voluntarity sign up for contracts in exchange for reduced rates. The only way the company can afford to offer the lower rate is in exchange for a term certain. It's voluntary and customers are told about the term commitment at the time they return the contract. Because we...
are an outstanding service providor when we recieve your equipment back we will forgive any additional amounts due for the second year of the contract but will not be refunding any amounts already paid toward the balance due.
Good Morning:We thank [redacted] and her family for their business all these years. I apologize if [redacted] felt she was treated in a rude way. I spoke with [redacted] this morning, and she informed me that she did receive a refund for the July payment, but not for the month of June. I explained to...
[redacted] that they were not due a refund for the month of June because the unit was received and made inactive on June [redacted]. Therefore, we could not process a refund for the month of June. [redacted] understood that, but told me she had not received the refund for the $100 Deposit that was paid to us at the time her mom signed up for the service. I told [redacted] she was absolutely entitled to that. I have already spoken with our Bookkeeper and the $100 Deposit Refund is being processed. [redacted] should have it within the next week.If there are any further questions or concerns, [redacted] can reach me directly at ###-###-####.Once again, we extend our best wishes to [redacted], and family.Sincerely,Pam C[redacted]Customer Relations ManagerLifewatch USA
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:I emailed the Return Label to [redacted], so he would get it immediately. [redacted] simply has to put the Return Label on the box the unit was shipped in, or place the equipment in a bubble envelope with the Return Label affixed--whatever is easier for him, and take it to the...
Post Office. Once the equipment is returned to us, his account will be closed. There will be no further payment attempts, once we are in receipt of our rental equipment. He should discard any invoices that were sent to him at this time.If there are any further questions or concerns, [redacted] can reach out to me directly at ###-###-#### or via email: [email protected],Pam C[redacted]Customer Relations Manager
Good Afternoon:I reached out to [redacted] regarding her Dad, [redacted]n, and I explained to her that we are the Medical Alarm Company; we are not the Sales Agency. We ship our equipment and monitor our 200,000 Subscribers nationwide. We have been in business for 34 years, I have been with the...
Company for 13 years, and we are proud of our A+Rating with the Revdex.com. There are, however, hundreds of sales agencies across the Country that sell the Medical alarm Service, and we as the Medical Alarm Company, along with all the others, purchase those accounts. A certain criteria must be met. All calls are recorded. It must be confirmed no less than 4 times that the Subscriber understands what the Service is, what the monthly monitoring rate will be, and the Subscriber provides their payment information. [redacted] explained to me that she had ordered Medical Alarm Equipment for her Dad the day before and when he received the call from the Sales Agency the following day, there was a misunderstanding. He thought he was speaking with the Company that [redacted] had ordered the service from the day before. I informed [redacted] that I will pull the recording from the Sales Agency to make certain that protocol was followed, and that it was just a misunderstanding. In the meantime, [redacted]'s order with us had been cancelled on 5/**/15 and the $34.95 refund was processed back to his Credit Card early on 5/**/15. I have put his phone number on the Do Not Call List with the Outside Sellers that we deal with also.If there are any questions or further concerns, I may be reached directly at ###-###-####.Sincerely,
[redacted]
[redacted]
[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 reject this. They have already billed me nearly $400 for something I never received and didnt order. Now they want to charge me $400 more? This is a HUGE SCAM. I also dont know anyone named "[redacted]". I was in the hospital for 26 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]
Good Morning:In response to this Complaint, per [redacted] Tracking #[redacted], our rental equipment was delivered to [redacted] on 9/**/14. In fact, there is a note in our system from 6/**/16 that states [redacted] called in to say he would be returning the equipment, in order to cancel the account....
Please see the [redacted] Tracking information below that shows confirmed delivery: [redacted] This is leased equipment that must be returned to us, in order to cancel an account. Otherwise, a lost equipment fee of $300 must be paid. In the interest of excellent service, we have closed [redacted]'s account. He is not responsible for the $300 lost equipment fee. There will be no further billing attempts.I may be reached at ###-###-####, if there are any further questions or comments.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 have determined that my complaint has NOT been resolved because:
[Your Answer Here] THIS BUSINESS CONTACTED MY 81 YEAR OLD MOTHER TALKING HER INTO THIS SERVICE THAT SHE DOES NOT NEED, THEY TALKED TO HER FOR TWENTY FIVE MINUTES ACCORDING TO THEM.I NEVER WAS CONTACTED OR TALK TO I DIDNT EVEN KNOW SHE HAD IT UNTIL SHE RECEIVED A LETTER SAYING SHE DIDNT HAVE ENOUGH MONEY IN HER ACCOUNT TO PROCESS MAYS PAYMENT IN THE MEAN TIME AFTER SHE RECEIVED THE LETTER AND I READ IT I CALLED AND SAID I WANTED IT CANCELLED BUT AS SOON AS HER SOCIAL SECURITY CHECK CAME THEY PROCEEDED TO TAKE THREE MONTHS 104.85 OUT OF HER ACCOUNT AND THEY STILL REFUSE TO REFUND IT SHE IS ON A FIXED INCOME AND ALREADY HAS A MEDICAL ALERT I WENT ON THEIR REVIEW WEBSITE AND SAW MANY COMPLAINTS SIMILAR TO MINE SHE SAID THIS IS NORMAL FOR ANY COMPANY AND THEY HAD AN A+ RATING FROM THE Revdex.com I DID NOT SEE THIS WHEN I CHECKED THEIR RATING I CONTACTED THEM ON MAY ** AND THEY TOOK THE MONEY ON JULY * . THEY SAID THE UNIT NEEDED TO BE RETURNED BUT I HAVE NEVER SEEN THE UNIT AND MY MOTHER SAYS SHE DOESNT REMEMBER GETTING IT, I ASKED IF THE UNIT HAD TO BE SIGNED FOR WHEN DELIVERED AND THEY SAID NO SO HOW DO I KNOW IF IT WAS EVER RECEIVED? THIS COMPANY IS CHARGING ELDERLY PEOPLE FOR A SERVICE THEY DONT HAVE AND THEY SAID IN THE LETTER THEY MIGHT REFUND THE 31.95 FOR ONE MONTH , MY MOTHER IS CHARGED 34.95 A MONTH ,AND TOOK 104.85 OUT OF HER ACCOUNT I AM GOING TO CONTACT THE ATTORNEY GENERALS OFFICE AND A ATTORNEY THANK GOODNESS MY MOTHER HAS MEDICAL ALERT BECAUSE IF SOMETHING WOULD HAVE HAPPENED LIKE SHE WOULD HAVE FALLEN THIS COMPANY WOULD HAVE NEVER HAVE KNOWN SHE WOULD HAVE LAID THERE WITH NO HELP AS THEY CLAIM TO WANT TO HELP ELDERLY . THEY JUST WANT TO TAKE THEIR MONEY.WHEN I TOLD [redacted] I WAS GOING TO RECONTACT THE Revdex.com AND THE ATTORNEY GENERAL HERE REPLY WAS THEY WONT DP ANYTHING. I KNOW THERE HAS TO BE OTHER ELDERLY PEOPLE THAT ARE BEING CHARGED FOR A SERVICE THAT THEY THINK THEY HAVE BUT DONT THEIR REVIEW SITE HAS MABY COMPLAINTS SIMILAR TO MINE.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] spoke with a sales rep on Dec **, 2015 and agreed to receive the medical alert unit. She returned the unit on Feb. **, 2016, almost 2 months after she spoke with a representative about the unit. Our normal policy is, if the customer returns the unit within the first 30 days they...
get a full refund. If they return the unit between billing cycles then they would get a refund for the billing cycle they are in. This is why [redacted] was only refunded for one month. I have since refunded the first payment of 29.95 so that we can make sure the customer is completely satisfied.The refund was given on 2/**/2016 and was refunded back to the customers card. Please let me know if you have any questions or concerns.
Good Afternoon:I left a message for [redacted] to please contact me regarding this Complaint. First, I want to let [redacted] know that we do not tolerate any of our Subscribers or their family members being treated in a rude or disrespectful way. I will obtain the recording of that phone call, and I...
assure [redacted] that it will be handled in an appropriate way. In terms of [redacted] stating that the unit that Virginia had that needed to be replaced was obsolete, I am wondering if perhaps Virginia had changed her phone service, and that is why the unit had to be switched out. Different model units work with different phone services. If Virginia had changed her phone service after the original unit had been connected for a period of time, that would be the reason for a unit needing to be replaced. I also wanted to explain to [redacted] and Viriginia that we always send a return label when we send a replacement unit as a courtesy. The Customer Service Representative that they spoke with who recommended the Switchover, would have explained that we would send a return label with the replacement unit. The original unit could simply be placed in the box that the replacement unit was shipped in, and be taken to the Post Office. In the interest of excellent Customer Service, we will send Virginia a refund check in the amount of $149.50, which is half the fee paid for the unit that was misplaced.I am requesting that [redacted] please contact me via phone at ###-###-#### or via email: [redacted] to inform me of the address to send Virginia's refund check. He mentioned in the complaint that she is moving in with him, so I would need to know her new location, please.Once again, I do apologize if Virginia or [redacted] felt they were not treated in a polite and courteous way, and on behalf of Lifewatch USA, extend our best wishes to Virginia, Thomas, and family.Sincerely,Pam C[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: THEY STILL HAVE NOT REFUNDED MY MOTHERS MONEY AND THEY TOOK ANOTHER 34.95 FROM MY MOTHERS ACCOUNT BESIDES THE 104.85 THEY TOOK ALSO HOW CAN THEY SAY THEY TRACKED THE DEVICE TO MY MOTHER WHEN SHE NEVER SIGNED FOR THIS AND I CAN NOT FIND IT ANYWHERE WHY WOULD I WANT TO KEEP IT THIS IS JUST ANOTHER OF THEIR DISHONEST TACTICS THE DEVICE IS NO GOOD TO ME AND SHE NEVER RECEIVED IT I GOOGLED THIS COMPANY AND THERE ARE MANY PEOPLE WITH THE SAME PROBLEM MY MOTHER NEVER HAD THIS SERVICE AND THEY HAVE BEEN DEBITING MY MOTHERS ACCOUNT FOR 34.95 SINCE MAY OF 2014 THEY HAD TO KNOW SHE WASNT BEING MONITORED BUT STILL CONTINUED TO CHARGE HER IF I DID SOMETHING LIKE THIS I WOULD BE IN JAIL TAKING SOMEONES MONEY AND PROVIDING NOTHING THEY ALWAYS HAVE EXCUSES MY MOTHER NEVER EVEN SIGNED THE CONTRACT OR SENT IT BACK THEY EVEN TOOK THE MONEY THIS TIME UNDER ANOTHER COMPANY NAME THIS IS FRAUD
Good Afternoon:I completely understand [redacted]'s frustration, and I apologize. We have converted to a new billing system. In transferring hundreds of thousands of customers from the old system to the new system, there was a discrepancy with her mom's account, where she did continue to receive invoices, although the account had been made inactive. It has been confirmed by the Bookkeeping Department that the account is inactive, there will be no further billing attempts made, and [redacted] and Janice should disregard any invoices they have received.I left another message for [redacted], and she can reach out to me at ###-###-####.Thank you.Sincerely,Pam C[redacted]Customer Relations Manager
Good Afternoon:I spoke with [redacted] this afternoon, and I explained that it is not our policy to send a return label when someone wants to cancel an account. I have been here for 13 years and the protocol has always been that it is the responsibility of the Subscriber/and or a family member to ship...
the equipment back to us. We are unable to cancel his account until we are in receipt of our rental equipment. She had mentioned that her dad ordered other items, so perhaps it was one of the other companies that informed her they would send a return label. I asked [redacted] if she had the paperwork and the actual unit, and she did. I further explained that it is explained on the paperwork and there is a yellow label on the base unit that states, "Property of Lifewatch. Return to [redacted] [redacted]."[redacted] is going to send the equipment back, and in the interest of excellent customer service, we will refund 3 months of payments when we receive the equipment.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 Afternoon:In response to this Complaint, I have left 2 messages for [redacted]. In viewing his mother's account, I see that the refund was not processed immediately due to simple human error. Whent [redacted] had spoken with one of our Customer Service Reps on 7/**/15 she was a bit...
confused in terms of whether the equipment had actually shipped or not. While she informed [redacted] that the order would be canceled and a refund would be processed within a few days, she did not follow up with our Shipping Department to cancel the order. Once again, it was a mistake. When [redacted] called a few days later on 7/** and spoke with a different Customer Service Rep, [redacted], he did exactly what he was supposed to. He contacted the Shipping Department, was able to determine that the equipment was ready to be shipped that day, but had not yet gone out; therefore, he was able to cancel the order, and he processed the Refund Request at that time with our Bookkeeping Department. The Refund for $44.94 was done at 9:30am on 7/**, the morning after [redacted] and [redacted] spoke. I would also like to mention that the Refund was taken care of before I received this Revdex.com Complaint yesterday at 11:30am.At this time I am not going to respond to any of the other allegations mentioned in the Complaint. I will say that we have been in business for more than 35 years, serve 200,000 satisfied Subscribers Nationwide, and have an A+Rating with the Revdex.com. Customer Service is and always has been our first priority.I apologize for any stress this has caused [redacted] or [redacted]. Once again, [redacted]'s refund was processed first thing yesterday morning. Her account has been closed, and there will be no further billing attempts.If [redacted] would like to discuss this further, he can contact me directly at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager
Good Afternoon:In response to this Complaint, I contacted [redacted] to inform her that we have closed [redacted] account. There will be no further billing attempts. I asked [redacted] if she had the tracking information for the return of the unit because we do not show in our System that it is back...
in our Inventory. She said she did not have any tracking information. However, in the interest of excellent Customer Service, we accept the loss of our unit, and as stated, [redacted] account is closed at this time.If there are any further questions or concerns, [redacted] can feel free to reach me directly at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager
Good Morning:I contacted Irma this morning and informed her that we issued another credit on her Visa card in the amount of $39.95. I apologized that we had only credited $79.90 previously, which was not the full amount. I explained to her that the $39.95 credit should appear back in her account within 3-5 business days.Irma is satisfied at this time. If there are any further questions or concerns, I may be reached directly at ###-###-####, ext. [redacted].Sincerely,Pam C[redacted]Customer Relations Manager
Good Morning:I left [redacted] a message this morning to call me regarding this Complaint. I wanted to explain to [redacted] that we are the Medical Alarm Company; we are not the Sales Agency. We ship our equipment and monitor our Subscribers. There are, however, Outside Sellers across the...
Country that sell the Medical Alarm Service, and we as the Medical Alarm Company along with the other Med Alarm Companies, purchase those accounts. There is a criteria that must be met before the shipment is expedited. All Calls must be recorded, it must be confirmed no less than 4 times by the Subscriber that they understand what the service is, what the monthly rate will be, and the Subscriber provides their payment information. In addition, before we ship the equipment, we contact the Subscriber to confirm they do want the Service. On April **, 2014 [redacted] confirmed that we should ship the Medical Alarm Equipment to her. That was approximately 15 months ago. From the day the equipment is shipped, it is activated with the Monitoring Center, so that any time a Subscriber connects the unit, or presses their button in an Emergency, the Monitoring Center has their pertinent information in terms of their name, address, and phone number if assistance is needed. Therefore, we have been paying the Monitoring Center all this time. In addition, since it is rental equipment, if [redacted] would have returned it in a reasonable period of time, it would have been refurbished and sent to another Subscriber. As with any rental equipment, a Subscriber is charged until the rental equipment is returned. For example, with a Cable TV Service, the Service cannot be canceled until the Cable box is returned, whether the Subscriber watches television or not. It is perplexing that the $34.95 monthly charge was never noticed on [redacted]'s credit card statements all this time. In terms of [redacted] mentioning that she cancelled the service on the phone, it is always explained that we are unable to cancel the Service until we are in receipt of our Medical Alarm Equipment. Once the equipment is returned to us, [redacted]'s account will be made inactive, and there will be no further billing attempts. As a courtesy, I have sent a Return label to her today, so that we are responsible for the payment of the unit return, not [redacted]. In the interest of excellent Customer Service, we will also refund 1 monthly payment, if the unit is returned by August **, 2015.If there are any further questions or concerns, [redacted] may contact me at ###-###-####.Thank you.Sincerely,
[redacted]
[redacted]
Good Morning:I apologize if [redacted] felt she was treated in a rude way. We pride ourselves on Customer Service, and I will certainly look into this and address it immediately.In accessing [redacted] account information, the unit was received and her account was made inactive on 9/**/15. A...
refund check in the amount of $34.95 was sent to Joyce on 10/*/15 in the amount of $34.95.If Joyce has not yet received the refund check, it would be appreciated if she reaches out to me directly at ###-###-#### or via email [redacted].Thank you.Sincerely,Pam C[redacted]Customer Relations Manager
Customers voluntarity sign up for contracts in exchange for reduced rates. The only way the company can afford to offer the lower rate is in exchange for a term certain. It's voluntary and customers are told about the term commitment at the time they return the contract. Because we...
are an outstanding service providor when we recieve your equipment back we will forgive any additional amounts due for the second year of the contract but will not be refunding any amounts already paid toward the balance due.
Good Morning:We thank [redacted] and her family for their business all these years. I apologize if [redacted] felt she was treated in a rude way. I spoke with [redacted] this morning, and she informed me that she did receive a refund for the July payment, but not for the month of June. I explained to...
[redacted] that they were not due a refund for the month of June because the unit was received and made inactive on June [redacted]. Therefore, we could not process a refund for the month of June. [redacted] understood that, but told me she had not received the refund for the $100 Deposit that was paid to us at the time her mom signed up for the service. I told [redacted] she was absolutely entitled to that. I have already spoken with our Bookkeeper and the $100 Deposit Refund is being processed. [redacted] should have it within the next week.If there are any further questions or concerns, [redacted] can reach me directly at ###-###-####.Once again, we extend our best wishes to [redacted], and family.Sincerely,Pam C[redacted]Customer Relations ManagerLifewatch USA
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:I emailed the Return Label to [redacted], so he would get it immediately. [redacted] simply has to put the Return Label on the box the unit was shipped in, or place the equipment in a bubble envelope with the Return Label affixed--whatever is easier for him, and take it to the...
Post Office. Once the equipment is returned to us, his account will be closed. There will be no further payment attempts, once we are in receipt of our rental equipment. He should discard any invoices that were sent to him at this time.If there are any further questions or concerns, [redacted] can reach out to me directly at ###-###-#### or via email: [email protected],Pam C[redacted]Customer Relations Manager
Good Afternoon:I reached out to [redacted] regarding her Dad, [redacted]n, and I explained to her that we are the Medical Alarm Company; we are not the Sales Agency. We ship our equipment and monitor our 200,000 Subscribers nationwide. We have been in business for 34 years, I have been with the...
Company for 13 years, and we are proud of our A+Rating with the Revdex.com. There are, however, hundreds of sales agencies across the Country that sell the Medical alarm Service, and we as the Medical Alarm Company, along with all the others, purchase those accounts. A certain criteria must be met. All calls are recorded. It must be confirmed no less than 4 times that the Subscriber understands what the Service is, what the monthly monitoring rate will be, and the Subscriber provides their payment information. [redacted] explained to me that she had ordered Medical Alarm Equipment for her Dad the day before and when he received the call from the Sales Agency the following day, there was a misunderstanding. He thought he was speaking with the Company that [redacted] had ordered the service from the day before. I informed [redacted] that I will pull the recording from the Sales Agency to make certain that protocol was followed, and that it was just a misunderstanding. In the meantime, [redacted]'s order with us had been cancelled on 5/**/15 and the $34.95 refund was processed back to his Credit Card early on 5/**/15. I have put his phone number on the Do Not Call List with the Outside Sellers that we deal with also.If there are any questions or further concerns, I may be reached directly at ###-###-####.Sincerely,
[redacted]
[redacted]
[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 reject this. They have already billed me nearly $400 for something I never received and didnt order. Now they want to charge me $400 more? This is a HUGE SCAM. I also dont know anyone named "[redacted]". I was in the hospital for 26 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]
Good Morning:In response to this Complaint, per [redacted] Tracking #[redacted], our rental equipment was delivered to [redacted] on 9/**/14. In fact, there is a note in our system from 6/**/16 that states [redacted] called in to say he would be returning the equipment, in order to cancel the account....
Please see the [redacted] Tracking information below that shows confirmed delivery: [redacted] This is leased equipment that must be returned to us, in order to cancel an account. Otherwise, a lost equipment fee of $300 must be paid. In the interest of excellent service, we have closed [redacted]'s account. He is not responsible for the $300 lost equipment fee. There will be no further billing attempts.I may be reached at ###-###-####, if there are any further questions or comments.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 have determined that my complaint has NOT been resolved because:
[Your Answer Here] THIS BUSINESS CONTACTED MY 81 YEAR OLD MOTHER TALKING HER INTO THIS SERVICE THAT SHE DOES NOT NEED, THEY TALKED TO HER FOR TWENTY FIVE MINUTES ACCORDING TO THEM.I NEVER WAS CONTACTED OR TALK TO I DIDNT EVEN KNOW SHE HAD IT UNTIL SHE RECEIVED A LETTER SAYING SHE DIDNT HAVE ENOUGH MONEY IN HER ACCOUNT TO PROCESS MAYS PAYMENT IN THE MEAN TIME AFTER SHE RECEIVED THE LETTER AND I READ IT I CALLED AND SAID I WANTED IT CANCELLED BUT AS SOON AS HER SOCIAL SECURITY CHECK CAME THEY PROCEEDED TO TAKE THREE MONTHS 104.85 OUT OF HER ACCOUNT AND THEY STILL REFUSE TO REFUND IT SHE IS ON A FIXED INCOME AND ALREADY HAS A MEDICAL ALERT I WENT ON THEIR REVIEW WEBSITE AND SAW MANY COMPLAINTS SIMILAR TO MINE SHE SAID THIS IS NORMAL FOR ANY COMPANY AND THEY HAD AN A+ RATING FROM THE Revdex.com I DID NOT SEE THIS WHEN I CHECKED THEIR RATING I CONTACTED THEM ON MAY ** AND THEY TOOK THE MONEY ON JULY * . THEY SAID THE UNIT NEEDED TO BE RETURNED BUT I HAVE NEVER SEEN THE UNIT AND MY MOTHER SAYS SHE DOESNT REMEMBER GETTING IT, I ASKED IF THE UNIT HAD TO BE SIGNED FOR WHEN DELIVERED AND THEY SAID NO SO HOW DO I KNOW IF IT WAS EVER RECEIVED? THIS COMPANY IS CHARGING ELDERLY PEOPLE FOR A SERVICE THEY DONT HAVE AND THEY SAID IN THE LETTER THEY MIGHT REFUND THE 31.95 FOR ONE MONTH , MY MOTHER IS CHARGED 34.95 A MONTH ,AND TOOK 104.85 OUT OF HER ACCOUNT I AM GOING TO CONTACT THE ATTORNEY GENERALS OFFICE AND A ATTORNEY THANK GOODNESS MY MOTHER HAS MEDICAL ALERT BECAUSE IF SOMETHING WOULD HAVE HAPPENED LIKE SHE WOULD HAVE FALLEN THIS COMPANY WOULD HAVE NEVER HAVE KNOWN SHE WOULD HAVE LAID THERE WITH NO HELP AS THEY CLAIM TO WANT TO HELP ELDERLY . THEY JUST WANT TO TAKE THEIR MONEY.WHEN I TOLD [redacted] I WAS GOING TO RECONTACT THE Revdex.com AND THE ATTORNEY GENERAL HERE REPLY WAS THEY WONT DP ANYTHING. I KNOW THERE HAS TO BE OTHER ELDERLY PEOPLE THAT ARE BEING CHARGED FOR A SERVICE THAT THEY THINK THEY HAVE BUT DONT THEIR REVIEW SITE HAS MABY COMPLAINTS SIMILAR TO MINE.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] spoke with a sales rep on Dec **, 2015 and agreed to receive the medical alert unit. She returned the unit on Feb. **, 2016, almost 2 months after she spoke with a representative about the unit. Our normal policy is, if the customer returns the unit within the first 30 days they...
get a full refund. If they return the unit between billing cycles then they would get a refund for the billing cycle they are in. This is why [redacted] was only refunded for one month. I have since refunded the first payment of 29.95 so that we can make sure the customer is completely satisfied.The refund was given on 2/**/2016 and was refunded back to the customers card. Please let me know if you have any questions or concerns.
Good Afternoon:I left a message for [redacted] to please contact me regarding this Complaint. First, I want to let [redacted] know that we do not tolerate any of our Subscribers or their family members being treated in a rude or disrespectful way. I will obtain the recording of that phone call, and I...
assure [redacted] that it will be handled in an appropriate way. In terms of [redacted] stating that the unit that Virginia had that needed to be replaced was obsolete, I am wondering if perhaps Virginia had changed her phone service, and that is why the unit had to be switched out. Different model units work with different phone services. If Virginia had changed her phone service after the original unit had been connected for a period of time, that would be the reason for a unit needing to be replaced. I also wanted to explain to [redacted] and Viriginia that we always send a return label when we send a replacement unit as a courtesy. The Customer Service Representative that they spoke with who recommended the Switchover, would have explained that we would send a return label with the replacement unit. The original unit could simply be placed in the box that the replacement unit was shipped in, and be taken to the Post Office. In the interest of excellent Customer Service, we will send Virginia a refund check in the amount of $149.50, which is half the fee paid for the unit that was misplaced.I am requesting that [redacted] please contact me via phone at ###-###-#### or via email: [redacted] to inform me of the address to send Virginia's refund check. He mentioned in the complaint that she is moving in with him, so I would need to know her new location, please.Once again, I do apologize if Virginia or [redacted] felt they were not treated in a polite and courteous way, and on behalf of Lifewatch USA, extend our best wishes to Virginia, Thomas, and family.Sincerely,Pam C[redacted]