LifeGuardian Medical Alarms

Dear Revdex.com, Unfortunately, the medical alarm system customer has knowingly left out critically important informationOur records of this order indicate that the customer ordered September 10, (please see a copy of the original order attached)Our records also document a call to technical support for assistance which we were happy to respond toOut technician's notes state that the customer was "nasty, rude, belligerent and uncooperative" She ultimately hung up on the technician who was attempting to assist her with the simple three step process of plugging in the unit Weeks later, despite responding to the customer's refund requests in writing, she commenced a harassment campaign against our staff by calling our sales, customer service and accounting staff every five minutes (on our toll-free number)Based upon our daily interaction with thousands of our valued medical alarm customers, this particular customer is not a capable, sane, stable or rational individualShe obviously needs more help than our medical alarm system can provide Our web site Order & Return Policy (http://medicalalarmsystems.com/custserv.html) clearly states that, due to the wearable design of medical devices we offer, customers have a full seven days following receipt of their order to inspect, test and accept their purchaseIf they are not completely satisfied for any reason, they can request a return RMA by email and return it to us for a full refund We never received a return RMA from this customer and her unauthorized return was received ONE MONTH following her order We honor our 100% Money Back Guarantee - providing the customer follows the Order & Return PolicyPlease request that this customer provide documentation of her request or receipt for an RMA within seven days of deliveryWe would also accept a return tracking number showing the equipment was returned to us within the same timeframeWe would be happy to immediately grant a full refundUnfortunately, since the customer decided to also dispute their credit card charge (despite a written agreement not to dispute their charge), we are now required to await the chargeback from the customers bank It is also the sad nature of our business that our aging senior customers range significantly in their mental statesWe would also respectfully request the Revdex.com administratively remove this "complaint" due to the unstable and vindictive mental state of this particular medical alarm customerThis customer is NOT indicative of 99.99% of our customers who are sincere, cooperative and capable Respectfully submitted, SafeGuardian Customer Care,

Dear Revdex.com,
Unfortunately, the medical alarm system customer has knowingly left out critically important information. Our records of this order indicate that the customer ordered September 10, 2014 (please see a copy of the original order attached). Our records also document a call to technical...

support for assistance which we were happy to respond to. Out technician's notes state that the customer was "nasty, rude, belligerent and uncooperative" She ultimately hung up on the technician who was attempting to assist her with the simple three step process of plugging in the unit.
Weeks later, despite responding to the customer's refund requests in writing, she commenced a harassment campaign against our staff by calling our sales, customer service and accounting staff every five minutes (on our toll-free number). Based upon our daily interaction with thousands of our valued medical alarm customers, this particular customer is not a capable, sane, stable or rational individual. She obviously needs more help than our medical alarm system can provide.
Our web site Order & Return Policy (http://medicalalarmsystems.com/custserv.html) clearly states that, due to the wearable design of medical devices we offer, customers have a full seven days following receipt of their order to inspect, test and accept their purchase. If they are not completely satisfied for any reason, they can request a return RMA by email and return it to us for a full refund.
We never received a return RMA from this customer and her unauthorized return was received ONE MONTH following her order.
We honor our 100% Money Back Guarantee - providing the customer follows the Order & Return Policy. Please request that this customer provide documentation of her request or receipt for an RMA within seven days of delivery. We would also accept a return tracking number showing the equipment was returned to us within the same timeframe. We would be happy to immediately grant a full refund. Unfortunately, since the customer decided to also dispute their credit card charge (despite a written agreement not to dispute their charge), we are now required to await the chargeback from the customers bank.
It is also the sad nature of our business that our aging senior customers range significantly in their mental states. We would also respectfully request the Revdex.com administratively remove this "complaint" due to the unstable and vindictive mental state of this particular medical alarm customer. This customer is NOT indicative of 99.99% of our customers who are sincere, cooperative and capable.
Respectfully submitted,
SafeGuardian Customer Care,

Review: I purchased a Life Guardian Medical Alarm system for my mom. It took almost 2weeks to receive and once we the unit it did not work. We attempted to contact tech support for 2 days with no call or email response back. I had to contact the initial salesperson, who then contacted the tech support, who then after that called us back. When the tech support called back, he was rude and not helpful. He was stated to my elderly mother, "Can't you read a user's manual". After that comment and the fact that the unit was still not working. I contacted my salesperson and informed her that the unit still was not working and we would be sending back for a refund. Once I tracked and saw that the unit was received, I contacted the accounting and billing department to get the status on my refund and the gentleman [redacted] was rude and hung up on me. After several more attempts in the next 4 days to get in touch with accounting and billing with no response. I again contacted the initial salesperson and she sent an interoffice email to accounting about my return. The next day I then received a link to a whole other company named "SAFEGUARDIAN" stating the return policy. But the company I purchased from and that took my money was "LifeGuardian". And LifeGuardian policy is 100% Money-Back Risk-Free Satisfaction Guarantee within 30 days. I called accounting again to dispute this false advertising and finally the man [redacted] in accounting Picked up and after I told him that the company website stated that the policy is 100% Money-Back Risk-Free Satisfaction Guarantee. He said he didn't know what I was talking about. Then put me on hold and hung up. I called back at least 20 times and no one picked up. I then called my bank and filed a dispute. This is sad, disheartening and disgusting due to the fact, this is suppose to be a company that is helping elderly and disabled people feel more secure. But instead they are ripping these same elderly and disabled people and their families off.Desired Settlement: All I want is a full refund, like the website stated. 100% money back guarantee. And every time I call to speak to [redacted] in accounting, he puts me on hold then hangs up on me. Then will not answer the phone for the day. This company is fraudulent.

Business

Response:

Dear Revdex.com,

Unfortunately, the medical alarm system customer has knowingly left out critically important information. Our records of this order indicate that the customer ordered September 10, 2014 (please see a copy of the original order attached). Our records also document a call to technical support for assistance which we were happy to respond to. Out technician's notes state that the customer was "nasty, rude, belligerent and uncooperative" She ultimately hung up on the technician who was attempting to assist her with the simple three step process of plugging in the unit.

Weeks later, despite responding to the customer's refund requests in writing, she commenced a harassment campaign against our staff by calling our sales, customer service and accounting staff every five minutes (on our toll-free number). Based upon our daily interaction with thousands of our valued medical alarm customers, this particular customer is not a capable, sane, stable or rational individual. She obviously needs more help than our medical alarm system can provide.

Our web site Order & Return Policy (http://medicalalarmsystems.com/custserv.html) clearly states that, due to the wearable design of medical devices we offer, customers have a full seven days following receipt of their order to inspect, test and accept their purchase. If they are not completely satisfied for any reason, they can request a return RMA by email and return it to us for a full refund.

We never received a return RMA from this customer and her unauthorized return was received ONE MONTH following her order.

We honor our 100% Money Back Guarantee - providing the customer follows the Order & Return Policy. Please request that this customer provide documentation of her request or receipt for an RMA within seven days of delivery. We would also accept a return tracking number showing the equipment was returned to us within the same timeframe. We would be happy to immediately grant a full refund. Unfortunately, since the customer decided to also dispute their credit card charge (despite a written agreement not to dispute their charge), we are now required to await the chargeback from the customers bank.

It is also the sad nature of our business that our aging senior customers range significantly in their mental states. We would also respectfully request the Revdex.com administratively remove this "complaint" due to the unstable and vindictive mental state of this particular medical alarm customer. This customer is NOT indicative of 99.99% of our customers who are sincere, cooperative and capable.

Respectfully submitted,

SafeGuardian Customer Care,

Review: I spoke with a LifeGuardian Medical Alarms salesperson in January 2013 about getting a LifeGuardian alarm system for my elderly parents. At the time, my parents were in an assisted-living/rehabilitation facility and we wanted the LifeGurdian system in place when they got to move back into their home. The salesperson ordered the system and it was delivered in Jan/Feb 14. The salesperson told me that billing would start once we activated the system. Unfortunately, my parents were not released from the assisted-living/rehabilitation facility until October, 2013. At this time, we activated the LifeGuardian alarm system. In January/February 2014, I began receiving email notices from LifeGuardian Medical Alarms that our initial one-year contract was up and that we need to pay $288 to continue monitoring service for another year. I spoke with their third-party biller, however, they said that they only processed bills from LifeGuardian and advised me to call and email LifeGuardian. I have sent LifeGuardian an email each Monday since the 10th of February - no response. I have called LifeGuardian every other weekday since 17 February and left a message each time - no response.Desired Settlement: I'd like the billing period adjusted to reflect the 12-month period from when we activated the system (i.e. when my parents came home from the assisted-living/rehabilitation facility).

Business

Response:

Revdex.com,

Review: My mother, [redacted], had a life alert for seniors for a few days but she couldn't press the buttons so I returned it. Then when my mother died in July they took another payment of $413.00 out of her bank account. I contacted Life Guardian and sent them all the paper work to show them the item had been returned a year ago. After a few months and many emails to them, their representative, [redacted], told me a check was in the mail. I never received the check and they did not put the money back in my Mother's bank account. I have been contacting them several times a week now for over a month with no reply back. This has been going on since at least early Sept. It is terrible they treat seniors this way.Desired Settlement: I would like a check for $413 made out to me as I am the beneficiary of my Mother's estate. Or I would like them to put the credit back in my Mother's checking account so I can close the account due to her death.

Business

Response:

This is to formally notify you that the former Revdex.com member “LifeGuardian

Technologies, LLC” previously located at [redacted] is no longer in business as of September 1, 2015. Additionally,

the Revdex.com has previously cancelled the Revdex.com accreditation.

Review: On 8/23/13, I purchase their product for my mother in FLA. The salesman told me I could cancel anytime and get a full refund if not satisfied. After the product arrived (took about 10 days), the amount of time it took for someone to asnwer the medical alert call was excessive and the service was horrible. I called tech support and they siad the time was the norm for the industry. 3 minutes was too long for someone to reposond to a medical emergency so I returned the product per the instructionson the website on 9/14. Unfortunately, the business moved and did not updated their website so it was shipped to a wrond address and I got a delviery exception from UPS which cost me an additinal $12. I went back to the website to check the return address and the address was slightly different on another page but basically the same with a different suite number) so I called UPS to re-deliver based on the different address which was also not delivered as they moved. I was finally able to get a hold of someone live which is nearly impossible and they gave me the new and correct address for their location and subsequent to my phone, they finally changed their webiste to show the correct return address after my complaint about it.

I finally just heard back from them as follows:

Mr. [redacted],

Please review item #8 of our Order Return Procedures:

http://www.medicalalarmsystems.com/custserv.html

Thank you,

LifeGuardian Customer Care

Now they want to charge me a 20% re-stocking fee which was not the case earlier.Desired Settlement: Refund in full for the $228 plus $24 in additional shipping charges paid due to their incorrect return address.

Business

Response:

We received a return from the customers and, pursuant to our written Order & Return Policies, we had up to 21 days to issue a full refund. The customer decided to ignore the sales agreement and dispute their purchase with American Express. Upon receiving notice of the customers dispute, we could not issue a refund as it could cause a double credit to be issued. We have notified AX that we would not be disputing the credit and the customer should already have received their full purchase price as applied by AX to their account. Return shipping cost(s) are the responsibility of the customer as clearly stated in our Order & Return Policies.

As the customer has already received a full refund of their purchase price, we consider the matter closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Refund has not yet posted to my account but if payment in full did not include the additional $24 it cost me to return the item to the vendor casued by their incorrect return address in their literature and website, then I have not been reimbursed in full. The $24 does not include the original postage I have paid and am responsible for.

Regards,

Business

Response:

Dear Revdex.com,

We have been charged back by our credit card processor for this transaction (see attached). Instead of a quick and easy refund directly from us - the impatient customer decided to use their credit card (and Revdex.com) to expedite their refund. Now it has backfired. Any delay in receiving a refund is their own fault based upon their own actions.

Our merchant account was backcharged in the amount of the credit card dispute (see attached notice) On October 21, 2013. This means that we have essentially refunded the customer through their AX card. Customer will see a credit on their AX card for the amount of their purchase. If they have any further questions, they should contact American Express.

We consider this business matter with this customer resolved and closed.

Business

Response:

The customer accepted our Order & Return Policies at the time of his order. these policies are clearly stated on our web site at: http://store.medicalalarmsystems.com/custserv.html. Orders maybe be returned for a full refund at customers sole expense. We do not offer reimbursement or credit for shipment of returned orders. If customer has documentation to support this unfounded request, please have him submit it in writing. Otherwise, he has received a full refund (including original USPS Priority Mail shipping charges to him) and is due nothing further.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I earlier provided evidence the sellers shipping return address was incorrect at the time I sent back the item causing me $24 in additional charges to the initial shipping charges. I am not asking to be reimbursed for the original shipping, only the overage caused by the bad address supplied by the shipper. See attached pdf from the original link provdied when I bought the system. The return address is incorrect at the bottom of page two

Regards,

Business

Response:

We believe that this customer is actively pursuing a vendetta against our business by attempting to use the Revdex.com as a weapon. This is a disturbed customer who we have now blacklisted on Yahoo Shopping and who clearly does not take responsibility for their own actions. We did NOT charge him the stated 20% restocking fee for his return. We shipped his purchase by USPS Priority Mail (a $29 value) at no extra cost to him. We never said that we would pay for return shipping - especially since he sent it back to the wrong address. The return address is clearly stated on our Order & Return Policies page (see attached).

Review: In September, 2013, I returned a LifeGuardian unit to LifeGuardian along with an account cancellation form. The items were sent priority mail through the US Post Office. At the time, I confirmed that the package was delivered through usps.com. In November, 2013, they billed my credit card and the charge was disputed. They have recently contacted my mother and myself and informed us that they did not receive the package and that the account is still active. They are requesting a payment of $318 and have informed us that we will also be charged for "lost equipment." The equipment WAS returned and delivered to their address in Oceanside, CA. It is outrageous that they are demanding this payment for an account that was supposed to be closed 6 months ago.Desired Settlement: I want them to close this account and make the necessary adjustments to the bill to cancel the $318 charge.

Business

Response:

Dear Revdex.com,

This company is a SCAM!! First they advertise they are Revdex.com A+rated on their website which is a lie. Second, they advertise you can get a full refund if you return their products in 14 days. So after 3 days my Mom did not want her alert system (she hadn't even opened the package). They told me that because I prepaid the $288.00 for the year of service, this was non refundable. This was NEVER explained to me an I would have never signed up for this if I new about this false advertising. Second, they told me that I had to open and use the product for a few days before returning. This again was never told to me! Third, I called the guy who sold me the equipment, Robert St. Angelo, and he never returned my call about my complaint nor did anyone in this company. Finally, after numerous attempt to contact the company, they told me they were blocking my email. I notified my credit card company and they finally got a refund for me, but I would NEVER recommend this scam operation to anyone. They are dishonest, rude, deceptive in their advertising , and say the are Revdex.com certified. Please investigate!!!!