Good Afternoon:I spoke with [redacted] today and explained to him that once our equipment is returned to us, we will refund the $34.95 payment. in addition, I informed Michael that we are the Medical Alarm Company; we are not the Sales Agency. We have never made outbound Sales Calls....
There are, however, hundreds of Sales Agencies across the Country that sell the Medical Alarm Service and we, as the Medical Alarm Company, purchase those accounts as do all the other Medical Alarm Companies. There is a certain criteria that must be followed. All Sales Calls are recorded, the Subscriber must confirm no less than 4 times that they understand what the service is, what the monthly monitoring fee will be, and they provide their payment at that time. I will obtain the Sales Recording to make certain the proper protocol was followed with his mother. We have been in business for more than 35 years and will not have a Sales Agency damage our good name and reputation. We are proud of our A+ Rating with the Revdex.com.I also apologized regarding the phone issues he experienced, and assured him that he can contact me directly at ###-###-####, if he has any future questions or concerns.Sincerely,Pam C[redacted]Customer Relations Manager
Good Afternoon:In response to this complaint, we attempted to put the payments through, but they were declined. I suspect that the reason the payments declined is because of the increased security due to credit card fraud. When [redacted] originally signed up for our service, it was not...
required for her to give us the CVV (Security Code) for her credit card. In the past 6 months or so, it is now a requirement that we have the CVV Code in order to process payments. In regard to the emails that were never answered, perhaps they were sent to an incorrect email address. Our Customer Service email is: C[redacted]. I personally answer every email that is sent to Customer Service, and I have never received an email regarding Lavina 's (Beth) account. The account is not cancelled and payments are still due because we have not received our rental equipment back. We cannot cancel an account until our equipment is delivered to us. I will send a return label to [redacted].I can be reached directly at ###-###-#### to further discuss and resolve everything for [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 have determined that my complaint has NOT been resolved because:This has not been resolved received a check for...
Lifewatch for $174.65. Should of been for $249.45 and per Supervisor Kevin ###-###-#### I would receive a credit for $249.45 and for $150.0.0 which is for 1/2 of the $299.00 charge for unit supposedly damaged. Said the cord was severed which I believe was done when the used a blade to open the box I shipped by [redacted].Thank you[redacted]
Good Morning:I spoke with [redacted]'s son in law, [redacted], 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 36 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 $69.90 payment back to the Credit Card. It will take 2-3 business days for it to clear.If there are any further questions or concerns, I may be contacted directly at ###-###-####.Sincerely,[redacted]
Good Afternoon:I spoke with [redacted] and informed her that she and I had spoken on November [redacted], and a refund in the amount of $139.80 was processed and mailed a few days later In regard to charging her mother after we spoke, that is completely incorrect. The last charge on the account was put through on 11/**/20, 3 days before I had spoken with [redacted] the last time. I reminded [redacted] that the credit card statements are one month behind, so if her December statement showed an additional charge, that was actually the charge from November. In addition, when the Bookkeeper realized a November charge was put through, she processed a refund for 4 months of payments (instead of 3 that [redacted] had requested) in the amount of $139.80. [redacted] replied that [redacted] had not received the check yet. I gave [redacted] the check # for the check that was sent and I requested that she notify me if [redacted] does not receive it within 30 days from when it was processed (by 12/**), we will put a stop payment on the most recent check that was sent to her at that time and reissue another refund check. However, it will be sent to [redacted]'s address, not [redacted]. Once again, contrary to what [redacted] states, we have gone above and beyond to satisfy her and her mother; in spite of being at a loss of our $400 equipment that has confirmed [redacted] Tracking delivery information. Sincerely,Pam C[redacted]Customer Relations ManagerLifewatch USA
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 (5/**/15), he had arranged to send a Return Label to [redacted]. By now, they should have it. I also mentioned that while [redacted] has been in possession...
of our rental equipment since 3/**/15, 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 [redacted], "You have another system, but you want to order this one. Is 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]
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 not been able to make contact with Ms C[redacted] as we have been playing phone tag.I see where she has made the reference to the June bill crossing over in the mail as well as receiving the equiptment back.However I need to understand the continual billing of August and Sept statements if account was closed in June.Until I see this has been resolved and we will no longer receive billing statements from her company I consider this open file.I will continue to try to reach Ms. c[redacted].Thank you for your underdstanding in this matter.[redacted] for [redacted]
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Good Afternoon:I emailed and left a phone message for Andy to please contact me, but I have not received a response. What I wanted to explain to Andy is that we are the Medical Alarm Company. We ship our equipment and monitor our Subscribers. We are not a Sales Agency. We have never made...
outbound sales calls. There are, however, sales agencies across the Country that sell the medical alarm service, and we as the Medical Alarm Company, along with so many other med-alarm companies such as Lifeline and Connect America, purchase those accounts. There is, however, certain criteria that must be met in order for us to purchase an account. All Sales calls must be recorded; the Subscriber must confirm no less than four times that they understand what the service is, what the monthly rate will be, and the Subscriber provides their payment information. Before we ship the equipment, we reach out to the new Subscriber to confirm that they do want the service. Kay confirmed on 3/**/16 that she did want the medical alarm equipment shipped to her. We must put the first payment through before we ship $400 worth of rental equipment, to insure that future payments will clear. However, we do not process another payment for 6 weeks, to give the Subscriber a chance to receive the equipment, get it connected, and use it for at least a 30 day period, before the next payment is processed. If the equipment is returned to us within 30 days from when it was delivered to the Subscriber, we certainly refund the initial payment. We have not yet received Kay's equipment, but we will certainly refund her payment of $34.95 when the equipment is returned to us, and we will cancel her account. We shipped the equipment free of charge, but it is company protocol that if a Subscriber wants to cancel the service, it is their responsibility for the payment of the return to us.We have put Kay's phone number on a Do Not Call List. I apologize if Andy felt the Customer Service Rep was rude when stating that he could not guarantee that no further calls would be made to Kay regarding the Medical Alarm Service. The Customer Service Rep should have explained it more clearly that while we put Kay's phone number on a DNC List with the handful of outside sellers that we deal with, it does not guarantee that other sales agencies will not contact her.In response to Andy's comment that we are taking advantage of the elderly, we are proud to be in business for more than 34 years, servicing more than 200,000 satisfied Customers nationwide, and we are proud of our A+ Revdex.com Rating.If there are any further questions or concerns, Andy may reach out to me directly via email: [redacted] or phone: ###-###-####, ext. [redacted].Sincerely,Pam C[redacted]Customer Relations Manager
Good Afternoon:This is to confirm that upon receipt of Joyce's medical alarm equipment, her account will be closed, and she will not be liable for the remainder of the Contract period. There will be no further payment attempts, once the equipmetn is delivered to us.The unit should be returned...
to:[redacted]If there are any further questions or concerns, I may be reached directly at ###-###-####.Thank you.Sincerely,Pam C[redacted]
Revdex.com:
Thank you for getting a response from the business in reference to complaint ID [redacted]. I consider the matter resolved, though I cannot use the term "satisfactory". The company used tricky sales call methods to get an order from an 85-year old, and then charged a $300 lost device fee for what was probably a $10 gadget. However I am pleased that my credit card will not be charged $35/month anymore (already paid 6 months of that in addition to the $300) for something I never used. Thank you very much.
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]
Once again they are not addressing the facts that they charged me for something that was never received or used by me. I have to go to the doctor nearly everyday so I cant sit around and wait on someone to call me during the day. Also they keep talking about some recording. I'm a single 65 year old white female retired educator and current pastor of a congregation of 50 people. Who has to spend most of her week traveling 70 miles a day round trip to see doctors about a wreck I had 18 months ago and a stroke I suffered 16 months ago. For this company to attack me in this fashion speaks to their true character. I would warn anyone out there you better stay clear of this company. THEY ARE FRAUDS!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Good Afternoon:I spoke with [redacted] today and informed him that his dad's account is closed. Per the tracking information that [redacted] provided, the medical alarm equipment was returned to us on 3/**/16. Although [redacted] had been in possession of the rental equipment since February...
2015, I told [redacted] to disregard the invoice that [redacted] had received, and assured him there will be no further payment attempts. I also explained to [redacted] that we are the Medical Alarm Company; we ship our equipment and monitor our Subscribers. We are not a Sales Agency and have never made outbound sales calls. There are, however, Outside Sellers across the Country that sell the medical alarm service, and we as the Medical Alarm Company, purchase those accounts. A certain criteria has to be met in order for us to purchase an account. All sales calls must be recorded, the Subscriber must confirm with the Sales Agent no less than four times that they understand what the service is, what the monthly rate will be, and the Subscriber provides their payment information at that time. Before we ship the equipment, we confirm with the Subscriber that they do want the service. I apologized to [redacted] if he was spoken to in a rude or discourteous way by one of our Customer Service Representatives, and I assured him that it will be looked into and addressed on our end.On behalf of Lifewatch USA, I would like to thank [redacted] and his dad, [redacted], for their service to our Country, and if there are any further questions or concerns, I can always be reached directly at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager
Good Afternoon:I spoke with [redacted] to resolve everything a few days ago. I explained to her that we are implementing a new billing system, thus transferring 200,000 Subscriber Accounts from our current billing system to a new one. I apologized that there was a glitch with her mom's...
account that had been made deactivated months ago, and she was mistakenly charged $104.85. We have already processed this refund.Although we have the confirmed USPS Tracking #[redacted] showing that our Medical Alarm Equipment was delivered to [redacted] in April 2015, we refunded [redacted] one payment in the amount of $104.85 on 7/**/15 and refunded the second payment for the same amount on 11/**/15, for a total of $209.70. In the interest of excellent Customer Service, we accepted the $400 loss of our rental equipment that was never returned to us, and we refunded her payments totaling $209.70.I assured [redacted] that [redacted]'s account is inactive, and there will be no further billing attempts.I can be reached directly at ###-###-####, ext. [redacted] if there are any further concerns.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,
Laura M[redacted]
Good Afternoon:I left [redacted] a message because she did not provide any of her mother's information. I need that information so that I may access her mom's account, and do some research to try and resolve this for [redacted]. If she would kindly contact me at ###-###-####, ext. [redacted] or email...
[redacted], I am happy to help.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] 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 recall. I 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 3/*/15 (I tried on 3/*/15, 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 3/*/15 to report the equipment was not working, and didn't receive a replacement until 3/**/15 (according to the company's records) that would mean I was two weeks without working equipment. Since I received the replacement on a Saturday (3/**/15) and knew the company was not open on weekends I called on Monday 3/**/15 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 90 years old, after all. I have advised my credit card company that they are not to pay this company after April 2015. 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 further. Also, 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 / 24. 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 11625602, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Good Afternoon:I spoke with [redacted] today and explained to her that we are the Medical Alarm Company; we ship our equipment and monitor 200,000 Subscribers Nationwide. We are not the Sales Agency. I explained that perhaps her mom had asked what the payment was for the Medical Alarm Equipment, and...
the Outside Sales Agent told her there was no charge for the equipment because it is rental equipment, and that is why [redacted] thought the service was free. I further explained to [redacted]hat the monthly payments for $34.95 was the Monitoring Fee, and her mom did provide payment information for that. That is why [redacted] had given her payment info--for the monthly monitoring fee. Melissa and I came to a resolution that I would email her a Return label for the equipment, and upon receipt of our rental equipment, I will process a refund for $158, half of what [redacted] had paid us. In addition, we have not received a number of payments for the last few months, but we accept that loss. Although [redacted] had not connected the unit, we activate the unit with the Monitoring Center from the day the equipment is shipped; and have been paying the Monitoring Fees on that unit since it was shipped on 4/**/15. If Melissa has any further questions or concerns, she can reach me directly at ###-###-####.Sincerely,Pam C[redacted]
Good Morning:We extend our best wishes to [redacted]'s mom, [redacted], at this time. Customer Service is clearly the most important aspect of our business. We apologize that your experience did not meet our standards, and we are doing everything necessary to rectify this situation....
[redacted] emailed [redacted] on Monday night (6/*) to inform her that she had arranged for our Serviceman, [redacted], to go to her mother's home yesterday at 12 Noon. He installed the replacement equipment, and tested and activated it, even though the unit that she had was last tested on 4/**/15 and worked properly. Prior to that date, the last test from that unit had been [redacted]e on 5/**/14. It is always recommended that the equipment be tested on a monthly basis.[redacted], and family can rest assured and be fully confident in the system knowing that when [redacted] left [redacted]'s home yesterday, she was and is, completely protected by the Service. We invite them to test the unit for the next few days, so they can be completely comfortable knowing that any time she presses her button, there will be a response from the [redacted]. At that time, she would inform the [redacted] that she is simply testing. We have extended free service/coverage to Maryann through May *, 2016. [redacted]'s account is in good standing, and there will be no deactivation of service on our end.Our goal is and always has been 100% satisfaction. We will continue to evaluate and redesign policies and procedures, so a situation like this does not occur again.[redacted] can reach out to me at ###-###-#### with any further questions or concerns.Sincerely,[redacted]
Good Afternoon:I spoke with [redacted] today and explained to him that once our equipment is returned to us, we will refund the $34.95 payment. in addition, I informed Michael that we are the Medical Alarm Company; we are not the Sales Agency. We have never made outbound Sales Calls....
There are, however, hundreds of Sales Agencies across the Country that sell the Medical Alarm Service and we, as the Medical Alarm Company, purchase those accounts as do all the other Medical Alarm Companies. There is a certain criteria that must be followed. All Sales Calls are recorded, the Subscriber must confirm no less than 4 times that they understand what the service is, what the monthly monitoring fee will be, and they provide their payment at that time. I will obtain the Sales Recording to make certain the proper protocol was followed with his mother. We have been in business for more than 35 years and will not have a Sales Agency damage our good name and reputation. We are proud of our A+ Rating with the Revdex.com.I also apologized regarding the phone issues he experienced, and assured him that he can contact me directly at ###-###-####, if he has any future questions or concerns.Sincerely,Pam C[redacted]Customer Relations Manager
Good Afternoon:In response to this complaint, we attempted to put the payments through, but they were declined. I suspect that the reason the payments declined is because of the increased security due to credit card fraud. When [redacted] originally signed up for our service, it was not...
required for her to give us the CVV (Security Code) for her credit card. In the past 6 months or so, it is now a requirement that we have the CVV Code in order to process payments. In regard to the emails that were never answered, perhaps they were sent to an incorrect email address. Our Customer Service email is: C[redacted]. I personally answer every email that is sent to Customer Service, and I have never received an email regarding Lavina 's (Beth) account. The account is not cancelled and payments are still due because we have not received our rental equipment back. We cannot cancel an account until our equipment is delivered to us. I will send a return label to [redacted].I can be reached directly at ###-###-#### to further discuss and resolve everything for [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 have determined that my complaint has NOT been resolved because:This has not been resolved received a check for...
Lifewatch for $174.65. Should of been for $249.45 and per Supervisor Kevin ###-###-#### I would receive a credit for $249.45 and for $150.0.0 which is for 1/2 of the $299.00 charge for unit supposedly damaged. Said the cord was severed which I believe was done when the used a blade to open the box I shipped by [redacted].Thank you[redacted]
Good Morning:I spoke with [redacted]'s son in law, [redacted], 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 36 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 $69.90 payment back to the Credit Card. It will take 2-3 business days for it to clear.If there are any further questions or concerns, I may be contacted directly at ###-###-####.Sincerely,[redacted]
Good Afternoon:I spoke with [redacted] and informed her that she and I had spoken on November [redacted], and a refund in the amount of $139.80 was processed and mailed a few days later In regard to charging her mother after we spoke, that is completely incorrect. The last charge on the account was put through on 11/**/20, 3 days before I had spoken with [redacted] the last time. I reminded [redacted] that the credit card statements are one month behind, so if her December statement showed an additional charge, that was actually the charge from November. In addition, when the Bookkeeper realized a November charge was put through, she processed a refund for 4 months of payments (instead of 3 that [redacted] had requested) in the amount of $139.80. [redacted] replied that [redacted] had not received the check yet. I gave [redacted] the check # for the check that was sent and I requested that she notify me if [redacted] does not receive it within 30 days from when it was processed (by 12/**), we will put a stop payment on the most recent check that was sent to her at that time and reissue another refund check. However, it will be sent to [redacted]'s address, not [redacted]. Once again, contrary to what [redacted] states, we have gone above and beyond to satisfy her and her mother; in spite of being at a loss of our $400 equipment that has confirmed [redacted] Tracking delivery information. Sincerely,Pam C[redacted]Customer Relations ManagerLifewatch USA
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 (5/**/15), he had arranged to send a Return Label to [redacted]. By now, they should have it. I also mentioned that while [redacted] has been in possession...
of our rental equipment since 3/**/15, 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 [redacted], "You have another system, but you want to order this one. Is 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]
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 not been able to make contact with Ms C[redacted] as we have been playing phone tag.I see where she has made the reference to the June bill crossing over in the mail as well as receiving the equiptment back.However I need to understand the continual billing of August and Sept statements if account was closed in June.Until I see this has been resolved and we will no longer receive billing statements from her company I consider this open file.I will continue to try to reach Ms. c[redacted].Thank you for your underdstanding in this matter.[redacted] for [redacted]
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Good Afternoon:I emailed and left a phone message for Andy to please contact me, but I have not received a response. What I wanted to explain to Andy is that we are the Medical Alarm Company. We ship our equipment and monitor our Subscribers. We are not a Sales Agency. We have never made...
outbound sales calls. There are, however, sales agencies across the Country that sell the medical alarm service, and we as the Medical Alarm Company, along with so many other med-alarm companies such as Lifeline and Connect America, purchase those accounts. There is, however, certain criteria that must be met in order for us to purchase an account. All Sales calls must be recorded; the Subscriber must confirm no less than four times that they understand what the service is, what the monthly rate will be, and the Subscriber provides their payment information. Before we ship the equipment, we reach out to the new Subscriber to confirm that they do want the service. Kay confirmed on 3/**/16 that she did want the medical alarm equipment shipped to her. We must put the first payment through before we ship $400 worth of rental equipment, to insure that future payments will clear. However, we do not process another payment for 6 weeks, to give the Subscriber a chance to receive the equipment, get it connected, and use it for at least a 30 day period, before the next payment is processed. If the equipment is returned to us within 30 days from when it was delivered to the Subscriber, we certainly refund the initial payment. We have not yet received Kay's equipment, but we will certainly refund her payment of $34.95 when the equipment is returned to us, and we will cancel her account. We shipped the equipment free of charge, but it is company protocol that if a Subscriber wants to cancel the service, it is their responsibility for the payment of the return to us.We have put Kay's phone number on a Do Not Call List. I apologize if Andy felt the Customer Service Rep was rude when stating that he could not guarantee that no further calls would be made to Kay regarding the Medical Alarm Service. The Customer Service Rep should have explained it more clearly that while we put Kay's phone number on a DNC List with the handful of outside sellers that we deal with, it does not guarantee that other sales agencies will not contact her.In response to Andy's comment that we are taking advantage of the elderly, we are proud to be in business for more than 34 years, servicing more than 200,000 satisfied Customers nationwide, and we are proud of our A+ Revdex.com Rating.If there are any further questions or concerns, Andy may reach out to me directly via email: [redacted] or phone: ###-###-####, ext. [redacted].Sincerely,Pam C[redacted]Customer Relations Manager
Good Afternoon:This is to confirm that upon receipt of Joyce's medical alarm equipment, her account will be closed, and she will not be liable for the remainder of the Contract period. There will be no further payment attempts, once the equipmetn is delivered to us.The unit should be returned...
to:[redacted]If there are any further questions or concerns, I may be reached directly at ###-###-####.Thank you.Sincerely,Pam C[redacted]
Revdex.com:
Thank you for getting a response from the business in reference to complaint ID [redacted]. I consider the matter resolved, though I cannot use the term "satisfactory". The company used tricky sales call methods to get an order from an 85-year old, and then charged a $300 lost device fee for what was probably a $10 gadget. However I am pleased that my credit card will not be charged $35/month anymore (already paid 6 months of that in addition to the $300) for something I never used. Thank you very much.
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]
Once again they are not addressing the facts that they charged me for something that was never received or used by me. I have to go to the doctor nearly everyday so I cant sit around and wait on someone to call me during the day. Also they keep talking about some recording. I'm a single 65 year old white female retired educator and current pastor of a congregation of 50 people. Who has to spend most of her week traveling 70 miles a day round trip to see doctors about a wreck I had 18 months ago and a stroke I suffered 16 months ago. For this company to attack me in this fashion speaks to their true character. I would warn anyone out there you better stay clear of this company. THEY ARE FRAUDS!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Good Afternoon:I spoke with [redacted] today and informed him that his dad's account is closed. Per the tracking information that [redacted] provided, the medical alarm equipment was returned to us on 3/**/16. Although [redacted] had been in possession of the rental equipment since February...
2015, I told [redacted] to disregard the invoice that [redacted] had received, and assured him there will be no further payment attempts. I also explained to [redacted] that we are the Medical Alarm Company; we ship our equipment and monitor our Subscribers. We are not a Sales Agency and have never made outbound sales calls. There are, however, Outside Sellers across the Country that sell the medical alarm service, and we as the Medical Alarm Company, purchase those accounts. A certain criteria has to be met in order for us to purchase an account. All sales calls must be recorded, the Subscriber must confirm with the Sales Agent no less than four times that they understand what the service is, what the monthly rate will be, and the Subscriber provides their payment information at that time. Before we ship the equipment, we confirm with the Subscriber that they do want the service. I apologized to [redacted] if he was spoken to in a rude or discourteous way by one of our Customer Service Representatives, and I assured him that it will be looked into and addressed on our end.On behalf of Lifewatch USA, I would like to thank [redacted] and his dad, [redacted], for their service to our Country, and if there are any further questions or concerns, I can always be reached directly at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager
Good Afternoon:I spoke with [redacted] to resolve everything a few days ago. I explained to her that we are implementing a new billing system, thus transferring 200,000 Subscriber Accounts from our current billing system to a new one. I apologized that there was a glitch with her mom's...
account that had been made deactivated months ago, and she was mistakenly charged $104.85. We have already processed this refund.Although we have the confirmed USPS Tracking #[redacted] showing that our Medical Alarm Equipment was delivered to [redacted] in April 2015, we refunded [redacted] one payment in the amount of $104.85 on 7/**/15 and refunded the second payment for the same amount on 11/**/15, for a total of $209.70. In the interest of excellent Customer Service, we accepted the $400 loss of our rental equipment that was never returned to us, and we refunded her payments totaling $209.70.I assured [redacted] that [redacted]'s account is inactive, and there will be no further billing attempts.I can be reached directly at ###-###-####, ext. [redacted] if there are any further concerns.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,
Laura M[redacted]
This complaint was resolved prior to us recieving it.
Good Afternoon:I left [redacted] a message because she did not provide any of her mother's information. I need that information so that I may access her mom's account, and do some research to try and resolve this for [redacted]. If she would kindly contact me at ###-###-####, ext. [redacted] or email...
[redacted], I am happy to help.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] 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 recall. I 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 3/*/15 (I tried on 3/*/15, 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 3/*/15 to report the equipment was not working, and didn't receive a replacement until 3/**/15 (according to the company's records) that would mean I was two weeks without working equipment. Since I received the replacement on a Saturday (3/**/15) and knew the company was not open on weekends I called on Monday 3/**/15 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 90 years old, after all. I have advised my credit card company that they are not to pay this company after April 2015. 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 further. Also, 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 / 24. 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 11625602, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
Good Afternoon:I spoke with [redacted] today and explained to her that we are the Medical Alarm Company; we ship our equipment and monitor 200,000 Subscribers Nationwide. We are not the Sales Agency. I explained that perhaps her mom had asked what the payment was for the Medical Alarm Equipment, and...
the Outside Sales Agent told her there was no charge for the equipment because it is rental equipment, and that is why [redacted] thought the service was free. I further explained to [redacted]hat the monthly payments for $34.95 was the Monitoring Fee, and her mom did provide payment information for that. That is why [redacted] had given her payment info--for the monthly monitoring fee. Melissa and I came to a resolution that I would email her a Return label for the equipment, and upon receipt of our rental equipment, I will process a refund for $158, half of what [redacted] had paid us. In addition, we have not received a number of payments for the last few months, but we accept that loss. Although [redacted] had not connected the unit, we activate the unit with the Monitoring Center from the day the equipment is shipped; and have been paying the Monitoring Fees on that unit since it was shipped on 4/**/15. If Melissa has any further questions or concerns, she can reach me directly at ###-###-####.Sincerely,Pam C[redacted]
Good Morning:We extend our best wishes to [redacted]'s mom, [redacted], at this time. Customer Service is clearly the most important aspect of our business. We apologize that your experience did not meet our standards, and we are doing everything necessary to rectify this situation....
[redacted] emailed [redacted] on Monday night (6/*) to inform her that she had arranged for our Serviceman, [redacted], to go to her mother's home yesterday at 12 Noon. He installed the replacement equipment, and tested and activated it, even though the unit that she had was last tested on 4/**/15 and worked properly. Prior to that date, the last test from that unit had been [redacted]e on 5/**/14. It is always recommended that the equipment be tested on a monthly basis.[redacted], and family can rest assured and be fully confident in the system knowing that when [redacted] left [redacted]'s home yesterday, she was and is, completely protected by the Service. We invite them to test the unit for the next few days, so they can be completely comfortable knowing that any time she presses her button, there will be a response from the [redacted]. At that time, she would inform the [redacted] that she is simply testing. We have extended free service/coverage to Maryann through May *, 2016. [redacted]'s account is in good standing, and there will be no deactivation of service on our end.Our goal is and always has been 100% satisfaction. We will continue to evaluate and redesign policies and procedures, so a situation like this does not occur again.[redacted] can reach out to me at ###-###-#### with any further questions or concerns.Sincerely,[redacted]