Lifewatch, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

*** *** ***

Good Afternoon:
The rental equipment *** had ordered for the Medical Alarm Service was delivered to her on 5/**/ We did not receive it back and were unable to make the account inactive until 10/**/ In the interest of excellent Customer Service, I informed *** that we would refund months of payments for a total of $to assist her She is very satisfied with that resolution
If *** has any further questions or concerns, she may reach me directly at ###-###-####
Sincerely,
*** ***
*** *** ***
*** ***

Good Morning:In response to this Complaint, we are the Medical Alarm Company, not the Sales Agency We ship our equipment and monitor our 200,Subscribers NationwideThere are, however, Sales Agencies across the Country that sell the Medical Alarm Service, and we as the Medical Alarm
Company, along with all the other Med Alarm Companies, purchase those accounts, This is an industry-wide practice There is a Criteria that must be met in order for us to purchase these accounts--all calls must be recorded, it must be confirmed at least times that the Subscriber understands what the Service is, what the monthly monitoring fee is, and the Subscriber provides their payment information It is assumed that if someone lives alone, has a lucid minute conversation with the Sales Agent as *** *** did, confirms multiple times that they understand what the service is and need it, and have access to their payment information, that they are capable of placing the order The Sales Agent never stated that the service was free; what was explained to *** is that there is no charge for the Medical Monitoring Equipment because it is rental equipment; however, there is a monthly monitoring fee of $ That is why she provided her credit card information--for the monthly monitoring payments.Patricia ordered the Medical Alarm Service and it was delivered to her in July Our rental equipment was returned and her account was closed months later on March **, The equipment is activated from the day it is shipped, so that any time a Subscriber plugs the unit in and presses the button, the Monitoring Center has their info in terms of name, address, and phone number, and will dispatch to them, if necessary Therefore, we were paying monitoring fees to the Monitoring Center for more than months We already have provided a refund for the month of March In the interest of excellent Customer Service, we will provide one more refund for the month of February, as well It will be credited back to her Visa card, as the March payment was.In terms of the Smoke Detector Company, we have nothing to do with them The Smoke Detector and our Monitoring Equipment are shipped from the same Fulfillment Center--that is a shipping address They are not associated with us I believe that company is called Direct Connect and *** *** can reach them at ###-###-####.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely,*** ***
*** *** ***
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I'll wait a few weeks & see if their telemarketer calls back. It's been my experience that these companies that ignore the "Do Not Call List" will call again. Also, how can the Revdex.com not mention the current Civil Action against Lifewatch in USDistrict Court, Southern District of New York, case # ** ** ***? This case was filed 5/**/2014? It seems that if the Revdex.com has any creditability that this case should be mentioned in it's review of LifewatchHow can you rate this company A+?
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Good Afternoon:I contacted *** in an attempt to discuss this Complaint, but she was unwilling to listen to me or have any type of conversation with me In regard to ***'s first accusation that she was left holding for hours on the phone when she called in to cancel the service for ***
Faubion, the phone system does not have the capability to leave anyone holding for a 3-hour periodIn addition when a caller is holding, the Option to leave a message is announced every seconds, so it wouldn't make sense for someone to remain holding for an extended period of time*** claimed that she called in to cancel/stop the service The very first point that is explained when someone calls in to cancel the service is that we are unable to close an account until the medical alarm (rental) equipment is returned to usIn viewing ***'s account, *** initially spoke with a long-term Customer Service Representative on Feb**, 2015, who did inform her of that policy She called back on February ***, and was again informed that in order to cancel the service, the Medical Alarm Equipment must be returned to us As of today, March *** it was confirmed by *** during our brief conversation that she still has the equipment in her possession and has not sent it back I reiterated to her that we cannot close ***'s account until the rental equipment is in our possession Lastly, when *** mentioned that we did not call her husband, the designated person on ***'s contact list to notify him that an ambulance was dispatched to ***'s home in January, that was because we had not received a signal from *** since November **, I explained to *** that if *** had pressed her button, we would have contacted the designated person, ***, at ###-###-#### However, once again, a signal had not been received from ***'s unit since November **, 2014.In the interest of excellent Customer Service, I informed *** that if the Medical Alarm Equipment is returned to us within a week, by March **, 2015, we will refund the last monthly payment.On behalf of Lifewatch USA, we extend ***, *** and family our condolences on ***'s passing.Sincerely,*** ***
*** *** ***
*** ***
*** *** ***

Good Afternoon:
I was very distressed after reading ***'s complaint and I attempted to contact her At this time, I have left a number for *** to contact me directly: ###-###-#### I have also emailed *** It is important for me to find out from ***
if she was trying to reach the Sales Agency where she purchased the service from or us, the Medical Alarm Company If she attempted to contact us, did she leave a message? I will explain to *** that we ship our equipment and monitor our 200,Nationwide SubscribersWe are the Medical Alarm Company, not the Sales Agency There are hundreds of Sales Agencies across the country that sell the Medical Alarm Service and we, as the Medical Alarm Company along with so many others, such as *** *** and *** to name a few, purchase those accounts There is a criteria to be met All Sales calls are recorded; the Subscriber must confirm no less than times that they understand what the service is, what their monthly rate will be, then they provide their payment information If *** feels she was pushed or misled by the Sales Agency in any way, we will no longer do business with them As I mentioned in my email to ** ***, we will not have our good name and reputation damaged by a Sales Agency
I look forward to further discussing this situation with ***, and I do apologize for any aggravation this has caused her*** can rest assured that if she has decided that she does not want the Medical Alarm Service at this time, she simply has to return the rental equipment to Lifewatch USA at *** *** *** ** *** ** *** Upon receipt of the equipment, we will process a credit for $to her Visa Card
Sincerely,
*** ***
*** *** ***
*** ***
*** ***
*** *** *** ***

Good Afternoon:Per the *** Tracking info, ***, the unit was delivered to *** on 10/**/at 1:37pm However, I called *** and she claims never to have received it At this time, in the interest of excellent Customer Service, we will make ***'s account inactive There will be no further billing attempts We are sending a *** Return Label to ***, in case she does locate the unit, so she can send it back to us At this time, we are at a loss for our $Unit and the monitoring fees that we have been paying for the last and a half months.If *** does locate the unit, I would appreciate her contacting me directly at ###-###-####, ext*** or ###-###-####,Sincerely,*** ***
*** *** ***
*** ***

Good Afternoon:We apologize that the equipment was on backorder and not shipped immediately We have been around for years and have an A+ Rating with the Revdex.com We have 200,satisfied Subscribers Nationwide.*** canceled her ordered on 11/**/and a check for the $
refund payment was sent to her the same day.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely,*** *** *** ***Lifewatch USA

Dear *** ***,
I am in receipt of the complaint filed by *** ***This is not our companyI would suggest that the complaint be sent to the address on the attachmentOur Company's name is Medical Alert not Medical Alarm Systems and we are in Pennsylvania, not New York
If I can be of
any further assistance, please don't hesitate to contact my office
Sincerely,
*** ** *** ***
*** *** ***
Medical Alert

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID#***, and have determined that my complaint has NOT been resolved because:
The day after receiving this response from the company through the Revdex.com, I called their representative, *** *** at her cell phone number ###-###-####, and we spoke for some time about the issueShe indicated her company is not the seller of the product, only the manufacturer, and that there are MANY sellers (contractors) out there selling their productsOf course, for me this does not abdicate her company's responsibility as they are the ones charging the credit card for all of the services and (presumably) kicking back a commission to the contractorsShe indicated that she had listened to the recording of the conversation with my father (presumably provided by the contractor) but was unwilling to let me listen or provide a transcript without filing a subpoenaI guess we need to go by her word and interpretation unless we are willing to go to court over the issueUnacceptable, really.However, given the circumstances and time / money already spent on this issue, *** *** and I agreed to reimbursement of two months of the service instead of all threeI specifically asked if she would be crediting the original CC immediately so that I could close my Revdex.com case within the required day window as a satisfactory resolutionShe said she would get the credit done "right away".It's now been three days since talking *** *** and there has been no credit issued to the credit card for the agreed two months of service chargedConsequently, I feel I need to log this complaint as NOT RESOLVED with the Revdex.com as the day window to do so is rapidly closing.Further, due to the continued inaction by the company and added time and effort by myself to get this resolved, I would again request full reimbursement for all services and shipping associated with the device as indicated in my original complaintAt this point in time, I would accept this as a satisfactory resolution.Thank you.Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] I need to speak to the company first, I did not yet speak with them....they spoke to someone else NOT me and the person they spoke to does not understand the problems nor the issues and even told them they must speak to me.... I have to consider the options....such as trying a different alarm firm or should I give them another chance...because of the danger of my mother in lawfacing a serious danger if she can not reach help...I have to think a little bit and ask some questions before jumping to a hasty decision....so I have not decided yes/nor no.....I have to talk to the firm and maybe ask around for what else is available and give the entire matter some thought and then get back to both the Revdex.com and the companyI will say that I tried for weeks to get in touch with company and got no where...and practically the next day or two after I contacted the Revdex.com, the company is calling and sounding very friendly and agreeable so the Revdex.com was a TREMENDOUS HELP is my feelingHowever I noticed the company was unable to be contacted on their business customer service number and they even told my wife to call them on their personal private cell phone number instead...which makes me want to think it all over some more?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Good Afternoon:
I contacted *** directly and we had a most pleasant conversation I explained to him that we are the Medical Alarm Company--we ship our equipment and monitor our 200,subscribers; we are not the Sales AgencyThere are sales agencies across the country that
sell the Medical Alarm Service, and we as the Medical Alarm Company, along with all the others such as *** ***, ***, and *** *** to name a few, purchase those accounts All calls are recorded; it must be confirmed with the Subscriber during their initial conversation with the sales agent no less than times that they understand what the service is, what their monthly monitoring rate will be, then the Subscriber provides their payment information In ***'s case she went as far as giving her daughter, ***'s phone number and listing her as a Contact Person if assistance was requiredAs *** mentioned in his Revdex.com Complaint, USPS confirmed delivery of the Medical Alarm Equipment to ***--on 5/*/at 10:am (Tracking #***)
I have requested the recording from the Sales Agency to confirm that the correct protocol was followed by the Sales Agent when *** ordered the service In the meantime, I informed *** that we will make ***'s account inactive at this time, even though we are at a loss for our $Unit There have been no payments made to us because *** disputed them with the Credit Card Company In the interest of excellent Customer Service, we will not pursue any payment
If there are any further questions or concerns, I may be contacted directly at ###-###-####
Sincerely,
*** ***
*** *** ***
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter will be resolved when I receive a check in the mail as the account they were taking money out of has been closed so they can not send refund to that bank account.Sincerely, *** ***

Good Morning:I spoke with *** yesterday, and I explained that we are Medical Alarm Company We ship our equipment and monitor our 200,Subscribers Nationwide *** *** ordered the service through the Sales Agency on 11/*/and our Medical Alarm equipment was delivered to her on
11/**/ The equipment was returned to us and made inactive on 1/**/15, approximately months later From the day the equipment is shipped, it is activated with the Monitoring Center, so that any time *** connected the unit and needed assistance, the Monitoring Center had her information in terms of her name, address, and phone number Therefore, we have been paying the Monitoring Center all this time It is unfortunate that neither *** or her family members noticed the monthly charges for the Medical Alarm Service on her Credit Card Statements for months From a Company point of view, if our equipment had been returned to us within a reasonable amount of time, perhaps a month or two, it would have been passed on to another Subscriber, and we would have received payment for the Service from them As I discussed with ***, it is not possible for us to refund all payments at this point, when our equipment had been with *** for a 14-month period We have, however, processed a refund of months for a total of $104.85.If *** has any further questions or concerns, he may reach me directly at ###-###-####.Thank you.Sincerely,*** *** *** ***Lifewatch USA###-###-####, ext*** (Work)###-###-#### (Cell)

Good Morning:The attached invoice that was dated in February; I spoke to Terrence on March **, and assured him that I was closing the account and there will be no further billing attempts.Once again to confirm, *** ***s account has been made inactive There are no payments due to Lifewatch USA.I hope this resolves this Rejection.Sincerely,*** ***
*** *** ***Lifewatch USA

Good Aternoon:I would like to clarify a few items in order to resolve this Complaint I left a message for *** to please contact me directly at ###-###-#### to further discuss Lifewatch USA has been in business for years and is a Revdex.com Accredited Agency with an A+Revdex.com Rating We
serve 200,Subscribers NationwideI have been with the Company for years; we have never gone by the name ***, nor do we engage in telephone solicitations There are, however, Companies across the Country that sell the Medical Alarm Service and we as the Medical Alarm Company, along with the others, such as *** *** and ***, to name a few, purchase those accounts It is an industry-wide practice However, there is a criteria that must be met before an account is purchasedAll sales calls must be recorded It must be confirmed with the Subscriber no less than times during the initial conversation with the Sales Agent that they understand what the service is, what the monthly monitoring fee is, then the potential Subscriber provides their payment information After the initial call, the Subscriber is put through to an Order Confirmer whereby the order and all their information is reconfirmed The average length of these calls is minutes It is assumed that if a person lives alone, has a lucid minute conversation, has access to and provides payment information, and confirms then reconfirms that they need the Medical Alarm Equipment, that they are quite capable of placing the order for themselves.*** ordered the Service on 12/**/13, and the equipment was delivered on 1/*/at *** per *** Tracking #*** *** stated in her complaint that the order was placed in November Perhaps, *** placed orders with two different companies one year apart Upon receipt of this Complaint, I contacted our Shipping/Receiving Department and was informed that *** had, in fact, returned "*** ***" (not Lifewatch USA) Medical Alarm Equipment Since this was not our equipment, it was sent back to *** (*** Tracking #***) At this time, our Medical Alarm Equipment that was delivered one year ago has not been returned That equipment is valued at $ In addition, from the day the equipment is shipped, it is activated so that anytime the Subscriber connects it, they will receive a response.At this time, we are at a loss for the $Medical Alarm Equipment and the Monitoring Fees that we have been paying a Monitoring Center for one year As a courtesy and in the interest of excellent Customer Service, we will cancel ***'s account There will be no further attempts at billing If *** is able to locate our Medical Alarm Equipment, we will provide a Return label, as well.Once again, *** should feel free to contact me at ###-###-####.Sincerely,*** *** *** ***Lifewatch USA

Good Afternoon:As I promised to [redacted], we attempted to process the refund for 2 months of service totaling $89.90 on March *, 2015.  However, the refund was declined; perhaps, [redacted] changed his credit card number.  When the refund to the credit card declined, a check for said amount was mailed.  [redacted] should be receiving that check any day, if he has not already received it already.  The Bookkeeper should have informed me that the Refund was being processed by mail, and I would have reached out to [redacted].  For that I apologize, but I am certainly a person of my word, and the refund has been processed, as promised.Sincerely,[redacted]###-###-####