Lifewatch, Inc.

Good Afternoon:I spoke with [redacted] today and explained to her that we are not the Sales Agency; we are the Medical Alarm Company.  We ship our equipment and monitor our 200,000 Subscribers.  There are, however, Sales Agencies across the company that sell the Medical Alarm Service and we, as...

the Medical Alarm Company, along with all the other Med Alarm Companies, purchase those accounts. There is a certain criteria that must be met.  All Sales Calls are recorded; the Subscriber must confirm no less than four times that they understand what the service is, what the monthly monitoring rate will be, and they provide their payment information. [redacted]'s father, [redacted], ordered the service on February **, 2015 and confirmed multiple times that he wanted it.  It was delivered to him on March *, 2015. He is not locked into any contractual period of time, so he can cancel the service by simply shipping the equipment back to us.  We have sent a Return Label to him.In response to [redacted]'s statement that we charged his credit card--we are sending $500 worth of Medical Alarm Equipment, and we process the initial charge when we ship the equipment to insure that future payments will clear.  However, if she viewed [redacted]'s paperwork, she would see that the Next Billing Date was set up for 40 days after the Equipment was shipped.  In this way, we give our new Subscribers 10 days to receive the equipment, and connect and test it, then 30 days to use it, before the next payment is processed.[redacted] and I had a most pleasant conversation and she told me that if her Dad does decides that he does need the Medical Alarm Service, she will certainly contact us.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely,[redacted] [redacted]

Can you please provide me with the name of the Client?Thank you.Sincerely,[redacted]
[redacted]
[redacted]

Good Afternoon:
I spoke with [redacted] yesterday, and I explained that we are the Medical Alarm Company, not the Sales Agency.  We ship our equipment and monitor our 200,000 Subscribers Nationwide.  We have nothing to do with Smoke Detectors, nor would we ever provide any other company...

with a Subscriber's  credit card information.  We have been in business for 34 years and are quite proud to be a Revdex.com Accredited Agency with an A+ Rating.
I further explained to [redacted] that there are Sales Agencies across the Country that sell the Medical Alarm Service.  We as the Medical Alarm Company, along with all the other Med Alarm Companies, such as [redacted] and [redacted] to name a few, purchase accounts from the Sales Agencies.  There is a certain criteria that must be met.  All calls are recorded, the Subscriber must confirm no less than three times that they understand what the service is, how much they will be paying, then the Subscriber provides the Sales Agent with their payment information.  We will investigate with the Sales Agency what [redacted] claims regarding being charged for the Smoke Detector, and we will get involved to make certain [redacted] will no longer be charged for that item which was never ordered or received. 
Customer Service is the most important aspect of our business, and we will not permit our good name and reputation to be damaged by a Sales Agency.  We take this Complaint very seriously, and will proceed further in terms of what transpired between the Sales Agency and the Smoke Detector Company.
[redacted] stated that he is very pleased with the Medical Alarm Service we are providing for his mother.  I assured him that Customer Service is the most important aspect of our business.
If there are any further questions or concerns, I may be reached directly at ###-###-#### (cell) or ###-###-####, ext. [redacted] (work).
Sincerely,
[redacted]

Good Morning:I spoke with [redacted] on March **, 2015, and agreed to close [redacted]'s account with us.  I explained to [redacted] that we had proof of the confirmed delivery of our Medical Alarm Equipment to [redacted] on 10/**/14. However, while speaking with him, I realized the equipment would not be...

returned, and they had also disputed any payments that had been made to us during the 5 months that [redacted] was in possession of our equipment.  At this time, we accept the $475 loss of our Medical Alarm equipment and the $174.75 in monitoring fees.  There will be no further payment attempts.Sincerely,[redacted]
[redacted]

Good Morning:
I spoke with [redacted] on 9/**/14 and explained that if there was a financial issue, I would be happy to assist by lowering the rate of the Monthly Monitoring Service to $24.95 per month.  He told me he would think about it, and call me back.  When I didn't hear from...

him, I followed up with him, but he informed me that he had decided to ship the equipment back.  We received our Rental equipment on 9/**/14, and a refund for the $34.95 payment has been processed.
This resolves the Revdex.com Complaint at this time.
If there are any further questions or concerns, I may be reached 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:

While yes I was contacted by [redacted] at LifeWatch USA, I find her account of the conversation to be somewhat inaccurate.  I felt attacked by her in that she was basically calling me, my mother in law, the ambulance drivers and the 911 operators in our area all liars.  1) I was transferred to them by their parent company and the phone system never gave me the option to leave a message especially not every 30 seconds.  I was the one on hold for 3 hours and yes I watched the clock. 2)  Her staff may be trained to tell people to return the equipment, but everyone makes mistakes and I was not told this the first time I called.  I don't care how long someone has been with a company they can still fail to say something.  3)  As for my mother in law hitting the button which their records say she didn't, 911 said she did, the ambulance said she did and before my mother in law passed away she said she did!  REGARDLESS OF WHAT THEIR RECORDS SHOW!I will definitely be spreading the word not to use this company ever!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good Afternoon:In response to this Complaint, I am unable to forward the recording of the initial Sales Call between [redacted] and the Sales Agent due to Privacy Laws; it would have to be subpoenaed.  However, based on [redacted]'s concerns, I listened to the Confirmation Part of the Sales...

Call. Throughout the phone call, [redacted] was clear and lucid at all times.  He asked many intuitive questions regarding the range of the unit, the return policy, and confirmed the pricing for the monthly service multiple times. He was asked if he had an additional number besides his home number, and he relayed his cell number immediately.  He had even requested expedited shipping, because he mentioned that he would be away during the month of December, but then declined because he didn't want to pay the expedited shipping fee.  In no way during this entire call did [redacted] seem confused or disoriented in any way. Prior to sending the Medical Alarm Equipment, we contacted [redacted], as we do with all our Subscribers when an order is placed, to inform him it was being shipped and to review the service, the pricing, and the payment information with him; once again, [redacted] confirmed he wanted and needed the service.  It was delivered to him on 11/**/14.  The equipment was returned to us and his account made inactive on 2/**/15.  Customer Service is the most important aspect of our business, and we are proud of serving 200,000 satisfied Subscribers Nationwide.  We have been in business for more than 34 years and have an A+ Revdex.com Rating because the proper protocol is always in place.  All Sales calls are recorded, it must be confirmed no less than 4 times that the Subscriber understands what the service is, what the monthly charges are, and they provide their payment method. Before we ship our Medical Alarm Equipment, we contact the Subscriber to review and confirm their order again. As a courtesy and in the interest of excellent Customer Service, we will provide a refund for one month of service in the amount of $44.95, although [redacted] was in possession of our equipment for a three-month period.I can be reach directly at ###-###-####, if there are any further questions or concerns.Sincerely,[redacted]Lifewatch USA###-###-####, ext. [redacted] (Work)###-###-#### (Cell)

Good Afternoon:Per the [redacted] Tracking info, [redacted], the unit was delivered to [redacted] on 10/**/14 at 1:37pm.  However, I called [redacted] and she claims never to have received it.  At this time, in the interest of excellent Customer Service, we will make [redacted]'s account inactive.  There...

will be no further billing attempts.  We are sending a [redacted] Return Label to [redacted], 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 $475 Unit and the monitoring fees that we have been paying for the last 3 and a half months.If [redacted] does locate the unit, I would appreciate her contacting me directly at ###-###-####, ext. [redacted] or ###-###-####,Sincerely,[redacted]
[redacted]
[redacted]

Good Afternoon:The Sales Agency is in no way "linked" to our Company. There are hundreds of sales agencies across the Country that sell the Medical Alarm Service. It is a business practice in the Medical Alarm Industry that Medical Alarm Companies, such as [redacted] and [redacted], to name a few, purchase those accounts from the Sales Agency. Once again, as stated in the previous response, all calls are recorded, the Subscriber must confirm no less than 3 times that they understand what the service is, what the monthly rate is, and they provide their payment information.  We shipped the equipment, and it was held onto for almost a 5 month period. At this time, we will refund 2 more months totaling $69.90. We have already refunded 2 prior months; therefore, the total refund will be $139.80.  We are keeping the first monthly payment of $34.95 for shipping fees, administrative costs, and our loss of paid fees to the Monitoring Center.  Therefore, we are sending another check in the amount of $69.90 to [redacted]. There will be no further negotiation at this time.Sincerely,[redacted]Lifewatch USA###-###-#### Cell###-###-#### Work

Good Afternoon:I was so upset to hear about [redacted]s experience.  I contacted our Monitoring Center to see if they had received any recent tests from [redacted]s Medical Alarm Device, and they informed me that [redacted] had not tested the Service in many many months. I further reviewed [redacted]s account to...

see that we had sent a replacement Medical Alarm Button to [redacted] on 10/**/14.  I called [redacted]s daughter, [redacted] to explain that we had sent programming instructions with the new button, and that the unit had to be tested once the button was activated to make sure everything was working properly.  [redacted] said she had difficulty programming the button and had a hard time reaching us and leaving a message in our Business Office.  I explained to [redacted] that we always return messages received in the Business Office in a reasonable timeframe.I assured [redacted] that we will send a Serviceman over on Tuesday to replace the Unit and button that [redacted] currently has and he will test and confirm that is working perfectly for her.  We will also give [redacted] 6 months of free service. Customer Service is the most important aspect of our business, and it is important to us that [redacted] and her family are reassured that they can feel safe and secure with us.  We have 200,000 very satisfied subscribers Nationwide and an A+ Rating with the Revdex.com.I explained to [redacted] that it is imperative that the Medical Alarm Equipment be tested on a monthly basis to make sure all is working fine.  I also gave her my direct number to reach me at all times going forward.  I look forward to speaking with [redacted] tomorrow to set up a Service Appointment at her and [redacted]s convenience. I was quite relieved to hear that [redacted] is doing okay.Sincerely,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Good Afternoon:I tried to reach [redacted] this afternoon, but the phone rang and rang, and I was unable to leave any type of message.  We sympathize with [redacted]'s family for what they are going through at this time.  We are the Medical Alarm Company, not the Sales Agency.  We ship our...

rental equipment and monitor our 200,000 Subscribers Nationwide.  A certain criteria must be met for us to purchase accounts from the Sales Agency. All Sales Calls are recorded.  [redacted] had a lucid 25 minute conversation with the Sales Agent where she confirmed no less than 3 times that she understood what the service was, how much she would be paying, and she provided her payment information.  She placed the order on 6/*/14 and the rental equipment was delivered on 6/**/14.  From the day the equipment is shipped, it is activated with the Monitoring Center and we are paying the Medical monitoring, so that anytime the Subscriber or a family member connects the unit, they are being monitored immediately. The next billing date is 40 days after the equipment is shipped, giving the Subscriber ample time (at least a 10 day period) to receive and connect the unit, test it, and use it for a 30 day period before they are charged again.  In [redacted]'s case, the initial charge of $34.95 was put through on 6/*/14, and her next billing date was 7/**/14.[redacted] held onto the equipment for more than four and a half months before it was returned.  Once again, the unit was delivered on 6/**/14 and not returned and made inactive until 11/*/14. From a Company point of view, if the equipment had been returned in a reasonable amount of time--a month or two, we could have leased the unit to a different Subscriber.  In this situation, neither [redacted] or anyone else involved with [redacted] noticed the unit sitting in her home for almost a 5 month period nor did they view the charges on her credit card statement that were being put through every month.  That is clearly not our fault.  However, in the interest of excellent Customer Service, we will send a refund check for two months payments, totaling $69.90 at this time.  That is certainly fair and reasonable.  We will accept our loss for the monitoring fees incurred for the remaining months.If there are any future questions or concerns, I may be reached directly at ###-###-####.Sincerely,[redacted]Lifewatch USA

Good Afternoon:In response to this Complaint, I have emailed [redacted] the Return Instructions and explained that we cannot cancel the account until our rental equipment is received.  We are sending a Return label to him.  In terms of the $3,000 Grocery Coupons, we also sent another...

Grocery Coupon Postcard to him yesterday, even though he is cancelling our service.  The Grocery Coupon Postcards are shipped with the equipment, and I do apologize if he did not receive it.  As I explained in my email to [redacted], we are not the Sales Agency; we are the Medical Alarm Company--we ship our equipment and monitor our 200,000 Subscribers Nationwide.  We will not expedite our equipment or process the order, unless it is confirmed with the Subscriber first, and [redacted] did confirm the order before it was shipped. In the interest of excellent Customer Service, we will process a refund for the $34.95 payment that was processed.In terms of him being on the Do Not Call List, we will send a mass email to the Nationwide Sales Agencies not to disturb him again.  That's the best we can do regarding the calls he is receiving.  Once again, it is not our Company that does any type of outbound Sales Calls.If he has any other concerns, he can feel free to reach me directly at ###-###-####.Sincerely,[redacted]

Good Morning:
I have spoken with [redacted] a number of times in the past week or so, and all is resolved.  The extra $5 charge is for our Insurance Program---it provides coverage if there is any damage to the unit or if any components are misplaced.  He signed and sent back the 24-month...

contract on January **, 2014.  However, Customer Satisfaction is our number one priority, so I explained to [redacted] that we can certainly accommodate him if he wants outside coverage. We discussed the various options for outside protection.  I also questioned [redacted] as to why he had never asked if we had outside service, if that is what he really wanted.  There is nothing any other company could offer [redacted] that we don't already have; Lifewatch USA has been around for 34 years, has 200,000 satisfied subscribers Nationwide, and we are so proud of our A+ Revdex.com Rating.  
We are shipping [redacted] our eResponder which will protect him anywhere he is; it is also water-resistant, which means it can be taken in the Shower.  As I explained to [redacted], the eResponder works through UTDOA Tracking, which is the highest level of tracking through 911. His eResponder Device will be delivered to him on Tuesday, 8/**/14; we are also including a Return label for him to ship back the current unit he has at our expense.
I assured [redacted] that he can contact me directly anytime at ###-###-#### if he has any questions or concerns regarding our service.
Sincerely,
[redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I would like to respond to their letter.  I will not dispute the information given.  I have no knowledge of the sales call.  First, I did receive a call without a company name on [redacted] December[redacted].  Since it was [redacted] and I did not recognize the number and know no one in [redacted], I did not return the call. I have to assume that the sales agency is directly linked to the Medical Alarm Company since they have access to the call. I can believe all that was said.  My mother can be lucid or appear to be lucid.  The fact remains that I became aware of the situation in October.  When I did I called to see how to return the device which was unopened with shrink wrap in place not cut or torn, I gave them notice that I was requesting a full refund.  She said she does not do that.  I said I would give them 30 days to reimburse before calling again.  My mother did not seek out this equipment.  The company calls saying that they are entitled or qualify for a free monitor.  I now know because they still call.  Maybe they are trying to get my father to sign up.  There had been no need for me to check up on my mother financial affairs until she was hospitalized in September and then twice in October.  Sorry, I didn't poke around for a plain brown boxer earlier. I had other things on my mind.  Their "excellent customer service" told me flat out that they will not under any circumstance refund.  The first one said "We don't do that".  A supervisor told me flatly no without much concern to circumstance because we had the equipment.  No services were rendered.  They did not care.  I said but it was never used and is in the original packaging.  They still did not care.  I said I would be contacting the Revdex.com and asked if the [redacted] and Medical Alarm Systems which I was looking at on the internet was the same address I was talking to.  She confirmed and still was happy to say no refund.  My position remains the same.  My parents are out $174.75.  I have Power of Attorney for my parents.  I have cancelled my mother's Debit card to which they were charging.  My parents are ** and**.  They should not be receiving calls in their home from companies seeking business for things they did not ask for.  If the company is totally honest and do not want to take advantage of the elderly or appear to, then I know that they will refund my parents the full amount of $174.75. Thank you, [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.  I thank the Revdex.com as well as the company's speedy response to my complaint.  I had been trying to resolve this problem for three months by dealing directly with the company, the [redacted] and my credit card, to no avail.  The issue was resolved the same day I contacted the Revdex.com.
Sincerely,
[redacted]

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

Good Afternoon:I am unclear as to why [redacted] is requesting a refund for the annual payment of $300 that was made in March.  The unit was returned in December.  We have refunded 2 months of payment totaling $49.90. At this time, in the interest of excellent Customer Service, we will refund an additional $100, in addition to the $49.90 previously refunded.  That is half the payment that had been charged back in March 2014.This is our final resolution.Thank you.Sincerely,
[redacted]r

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] The company doesn't acknowledge the dishonest practices and tries to pretend that the equipment being on backorder is the reason for my complaint. Being lied to and jerked around about my order for almost a month is the reason for my complaint.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.  I thank the Revdex.com as well as the company's speedy response to my complaint.  I had been trying to resolve this problem for three months by dealing directly with the company, the [redacted] and my credit card, to no avail.  The issue was resolved the same day I contacted the Revdex.com.
Sincerely,
[redacted]