Lifewatch, Inc.

Review: I did not agree with the Medwatch agreement therefore I returned their medical alert system without ever using it, they did receive it and reimbursed me $19.95 but have not reimbursed me for the first payment of $29.95. I didn't sign any of their agreements therefore I believe they should send me back my money.Desired Settlement: Return my money

Business

Response:

[redacted] spoke with a sales rep on Dec **, 2015 and agreed to receive the medical alert unit. She returned the unit on Feb. **, 2016, almost 2 months after she spoke with a representative about the unit. Our normal policy is, if the customer returns the unit within the first 30 days they get a full refund. If they return the unit between billing cycles then they would get a refund for the billing cycle they are in. This is why [redacted] was only refunded for one month. I have since refunded the first payment of 29.95 so that we can make sure the customer is completely satisfied.The refund was given on 2/**/2016 and was refunded back to the customers card. Please let me know if you have any questions or concerns.

Consumer

Response:

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,

Review: This company phoned me at my home number regarding my mother [redacted] who resides at [redacted] telephone [redacted]. She was living with us after she had a [redacted] and when she got well went back home. When they called they asked if I wanted this alarm system for my mother. I told them I just lost my job of 18 years, my mother lives under the poverty level and she cannot afford it and my husband has been paying her small bills and buying her food to survive. I then stated I could not afford to have my husband be burdened with one more bill. They said are you not concerned about her safety and I said it is taken care of. They tried to make me feel guilty and we have people watching over her at her residence next door. About a week later I received a phone call once again from this company, now with my mother on the other line doing a three way call. They tell me who they are and said well your mother wants this, I gave the phone to my husband and he agreed as he felt bad. Please note my mother cannot read or write she never went to school and is now getting [redacted]. But my good hearted husband said okay and put it on his charge card. Well, my mom received this and said I don't want this, so I called the company explaining to them what they did was wrong by going behind my back and calling her I am her main source in any decision making. Then when I told them I wanted to return it they stated I now had to pay for shipping. I was very upset and told them that I was going to report them but thy did not care. Today I had to ask my husband for money and sent it back at a charge of 15.09 through UPS. They are not a very credible company and I would never recommend them to anyone. Oh, and I also found out from one of my friends whose mother receives 1020.00 a month and she has this system FREE. My mom receives 545.00 a month to live on and 36.00 in food stamps. What is wrong with these people and this country when you tell them you cannot afford this!Desired Settlement: I would like the 35.00 dollars credited back on my husbands charge card and the 15.09 for shipping. I would greatly appreciate this whole heartedly as it has been an awful year and I try and help my mother with other things so I could truly use this money back.

Business

Response:

Good Afternoon:

Review: This company, via some third party call center, contacted my 93 year old Grandmother and told her that she owed them money for her security system. She already has a security system, and she was told by the representative that they worked for the company that she already used and that needed to update her account information. She provided her bank information and was then sent a package. The package was never opened. The company billed her account and she disputed the charge because she didn't order anything from LifeWatch USA. She has now received a bill in the mail and LifeWatch USA refuses to send a shipping label to get back their equipment that was never requested.Desired Settlement: Send a shipping label via email and we will send back the equipment that was never ordered in the first place. Stop sending statements asking for money.

Business

Response:

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]

Review: The automated sales call that I've received numerous times from LIfeWatch states that I am eligible for a free medical alert device at no charge and

$3000 in grocery coupons will also be provided. After transferring to a live customer service person, I was advised that there is a $ 35 monthly fee

for the monitoring of the medical alert device, which apparently can only call THEIR customer service department. My Mother was very ill and

I felt she could use the device and coupons. I ordered the device, which required providing a credit/debit card number. I requested something in

writing stating the terms of the sale, and was able to have a customer service person send an email stating:

--------------------------------------------------------------------------------...⇄ />
From: [redacted] To: [redacted] Date: Mon, * Nov 2014 15:36:47 -0500 Subject: Confirmation of phone call for Lifewatch account

[redacted], Just following up on our conversation earlier, you have ordered our in home unit for $34.95 per month that will be taken out of your [redacted] card on the [redacted] of every month. Your next payment will not be due until December **, 2014. Your customer ID number is [redacted]. The customer service telephone number is ###-###-####. Also, please feel free to contact me with any further questions or concerns. My direct extension is below.

Thanks, [redacted] Lifewatch Confirmer

--------------------------------

The device arrived without the $3000 in promised grocery coupons, I was disappointed to find I could not program the unit to call me rather than their customer service depart, my Mother sadly passed away not long after I received the unit. I e-mail my contact to ask how to return the unit, rcvd a past due letter ded 01/**/15 that I replied to, rcvd a second letter dated 01/**/15, which I'm replying to.Desired Settlement: 1. I would like my $34.95 debt cancelled.

2. I would like my account closed.

3. I would like instructions on how to return the item.

4. I would like never to be contacted by this company or their sales representatives again.

I've received automated calls from the company since I've ordered the item, I've received

calls from them in the past even though I am on the National "Do Not Call" list, and even

after I've chosen the option to be taken off their call list.

Business

Response:

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]

Review: [redacted] wishes to cancel his service with Lifewatch USA, since he will be going into an assisted living facility with full time care providers and doesn't need the service any further. [redacted] has made several attempts to contact Lifewatch USA by telephone to no avail and would like to have his services cancelled. [redacted] was unable to locate any form of account number on the box his product was received in.Desired Settlement: Cancellation of service with Lifewatch USA.

Business

Response:

Good Afternoon:I contacted [redacted] today and asked him if he left a message for us to call him back. He said he did not, but held on for a long period of time. I explained to him that there is a Voice Recording that comes on every 30 seconds to request that the caller leave us a message, then we call back within about 30 minutes. I reminded him that we are the business office, not the Monitoring Center. In any event, he informed me that he shipped the equipment back because all our units have a return label on the bottom of them with our information. We will cancel his account when we are in receipt of our Medical Alarm Equipment.I can be reached directly at ###-###-####, if there are any further questions or concerns.Sincerely,Pam C[redacted]Customer Relations ManagerLifewatch USA

Consumer

Response:

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,

Review: This complaint relates to my mom who is 67 years old and resides in Virginia. She received an unsolicited call from Lifewatch (Medical Alert) telling her that she needed a medical alert system because she was old. My mom is not a native speaker and does not understand the English language so well. She asked the sales lady to call her son because she was unsure what this was for. Unfortunately, my brother was not available at the time. The sales lady then told my mom that she must get this service because it is for the Obamacare Act. She thought this was true and therefore, reluctantly gave out her credit card number without knowing all of her rights. We have also disputed the charges with the credit card company and explained the situation to them. The credit card company has been involved with the dispute on our behalf since Medical Alert has not responded to several of our voicemails. The credit card company has told Medical Alert the reasoning of the dispute.Desired Settlement: We would like to not be charged for this service, to cancel whatever service this has brought, and to adjustment the billing so that it has a zero balance. Also, we would like them to never contact us again.

Business

Response:

Good Afternoon:

Review: I'm the business office manager at an assisted living facility. I recieved a phone call on 6/23/13 from an employee stating that a resident recieved a life alert watch. The paper work that came with the watch stated that the residents' spouses credit card was charged $39.95. The paper work also states that the "responsible party" is myself. I called Lifewatch on 6/24/2013 and the customer service representative, [redacted], wasn't able to assist me or let me speak to a manager. I don't know how this company recieved the credit card information but this purchase was unauthorized. I also don't know how Lifewatch got my name and our business information. This really concerns me because I explanied to the customer service representative the situation and she didn't seem to care and said I just have to wait for someone to call me back. If someone called my company about credit card fraud or possible elderly abuse the issue would have been dealt with right away.Desired Settlement: I want other people and health care facilities to be aware of this and watch for it. I also want Lifewatch to contact me and explain how this happend.

Business

Response:

[redacted] registered this Complaint on behalf of [redacted]. As I explained to [redacted], there are companies across the country that sell the Medical Alarm Service. It is confirmed no less than three times during the conversation with the Subscriber or family member who ordered the service what the service is, the payment method, and what the monthly rate is. The Medical Alarm companies such as ourselves, Connect America, Lifeline to name a few, purchase those accounts. In this instance, [redacted] wife, [redacted], had spoken with the Sales Agent. All calls are recorded.

Review: In May 2015, this company apparently contacted my 89 year old mother ([redacted]) who has documented dementia and is on the National Do Not Call list. I have no idea what they said to her, but somehow they convinced her that her alarm system (as she already has a medical alarm) needed a credit card on file. She provided this to them and we started having charges against her card. Thankfully the credit card company has assisted us in reversing the charges. I am now receiving bills from the company. I have contacted them both with the credit card company and individually to explain that my mother cannot be responsible for any conversation they had with her. They had no business contacting her in the first place being on the DNC list. They claim to have a [redacted] tracking number for equipment that was shipped, however nothing was ever received. They also claim to have been sending monthly bills, but this is the first that has been received. I just want this company to stop billing my mother and go away.Desired Settlement: I would like the company to stop billing my mother and go away.

Business

Response:

Good Afternoon: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, Outside Sellers across the Country that sell the Medical Alarm Service, and we as the Medical Alarm Company, along with many other Med Alarm Companies, purchase those accounts. This is an industry-wide practice. A certain criteria must be met before we purchase an account. All calls must be 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 information. Charlotte ordered the service on May *, 2015; the equipment was shipped and delivered to her per the [redacted] Tracking #[redacted]. At this point, whatever payments have been made to us have been disputed, and [redacted] claims that Charlotte does not have the unit. Therefore, we must accept the loss of our equipment and close Charlotte's account. There will be no further billing attempts. We would appreciate if the unit is located, that [redacted] contact me directly at ###-###-####, and I will send a return label.If [redacted] has any further questions or concerns, she can certainly reach out to me at the above number.Sincerely,Pam C[redacted]Customer Relations Manager

Consumer

Response:

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,

Review: This company called my home offering the alert system after I returned home from having major surgery and not feeling like it was safe for me to be left alone so I felt like it would benefit me to order the product and commit to the services they were offering. Two weeks after placing the order I called to check on the status. I was told that the bank hadn't released the funds yet. About a week later I received a phone call from the company telling me that it had been shipped and I would have it within 10 days. After waiting the additional 10 days I called them back and was told that the bank had just released the funds and that it would be shipped the next day. The next day I called them to get a tracking number and was told that the equipment was on backorder and still has not been shipped. My bank statement shows that the funds were released to the company within 2 days of me placing my order with them. This company is fraudulent in their practices and should not be able to operate a business which could very well be a life or death situation for their customers. I have cancelled my order with them and have chosen a different company. Extremely dissatisfied with my experience with Life Watch!Desired Settlement: Stop soliciting people for a product and service that they are unqualified to provide. This company also uses the phone number ###-###-####

Refund

Business

Response:

Good Afternoon:We apologize that the equipment was on backorder and not shipped immediately. We have been around for 34 years and have an A+ Rating with the Revdex.com. We have 200,000 satisfied Subscribers Nationwide.[redacted] canceled her ordered on 11/**/14 and a check for the $34.95 refund payment was sent to her the same day.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely,[redacted]Lifewatch USA

Consumer

Response:

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,

Review: I never activated this service. I returned the equipment unopened. This service provider has charged my account three times in the amount of $44.95. I have tried on countless occassions to terminate this service and have the amount credited back to my account. This has been going on since July.

they informed me I was not entitled to money back and there was nothing I could do about it. This is $150.00 we are talking about which I have been charged for a service I never signed up for or received.Desired Settlement: I want my money back and their business practices looked into.

Business

Response:

Good Morning:

They have horrible customer service, you have to leave a message on their 800 number and hope they call you back. They overbill several times a year. When called I was told my monthly fee and been changed to a quarterly, however, they continued to bill monthly - and then again on the quarter. I called to dispute charges and they tried to say I was being charged for a unit my mom was sending back - (because it DID NOT WORK) but being charged anyway. One rep told me they would credit me $119 but 2 months later I was told by another rep that was impossible. In Nov they charge me 39.95 twice plus 119.00 - again trying to say the 119 was for quarterly service - then what was the 39.95 each time for? - Unit costs?

Review: Below is a copy of a letter mailed to LifeWatch when returning the product yesterday. It was mailed via [redacted]: Tracking # xxxxxxxx and should arrive on[redacted], 2/**/15.

Short synopsis: The LifeWatch system was sold over the phone to my father with [redacted]. He is very confused by such offers and sales calls and likely motivated by fear to purchase this product. The agent selling the device and system to my father must have been able to discern this over the phone at time of order, but collected his credit card information and proceeded to charge him for the system. My father had no recall of ordering the device, any agreement regarding service with the device, or receiving the device. I finally found the device (never used) this past weekend at his home and have returned it to LifeWatch as instructed. LifeWatch over the phone says that my father is responsible for all charges since ordering the device in early November. There is no written contract between my father and LifeWatch and any recorded verbal conversation will indicate confusion or pressure to purchase the device. This is unethical and needs to be corrected in full.

================================================================================...⇄ />
LifeWatchUSA [redacted] RE: Customer ID xxxxxxxxxx / Unit ID xxxxxxxxxxxxxxxxxxxxx

To Whom It May Concern:

Please find enclosed the returned item noted above. It was ordered by my father (xxxxxxx xxxxxxxx) who has [redacted], late last year over his home phone. I do no know if my father was called by your company or if he saw a commercial on TV and then picked up the phone. Apparently he ordered your system and device using his credit card.

My father is very easily confused and should not have ordered the device as he would have difficulty even using it. My father has no memory of ordering the device or any recollection of any agreement to pay monthly monitoring fees for the device.

Last month, as my father’s Power of Attorney, I noticed his credit card billings for the device and monitoring beginning November*. I asked him repeatedly if he had seen the device at home or used it. The answer was always no. I also called your customer service number to ask for more information on 2 or 3 occasions and was informed of the monthly fee, device information, and penalty if we could not find the device (in excess of $400!).

Finally this last weekend I was able to visit my father and found the device at his home. I called your customer service number today and spoke to [redacted], who advised me to send the device back. I am doing so with this letter and via priority mail to track the shipment.

If you record your calls for ordering the device, I encourage you to review the call and send me a transcript. I would not be surprised to know that it was a long and confused conversation ultimately resulting in your representative convincing my father to purchase the device. He may have even agreed to purchase it more than once. But the transcript of that call will indicate that he was very unclear and confused on what he was purchasing and the obligations he was taking on.

Your representative, [redacted], informed me that we were responsible for monitoring fees until the device was returned.Desired Settlement: I feel strongly that because of the issues noted above and since the device was never used and only recently discovered ,that all charges should be reversed immediately. There is no contract between my father and your company. At a very minimum, you need to offer this refund as a gesture of goodwill for the hassle my father and I have incurred from this whole process.

Please refund the following charges as soon as possible:

$44.95 Initial “Introductiory Rate” Fee (11/*/14)

$9.95 Shipping fee: (11/*/14) (I am shipping the device back on my own nickel.)

$44.95 Monthly Subscription Fee (12/**/14)

$44.95 Monthly Subscription Fee (1/**/14)

$144.80 TOTAL

Business

Response:

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)

Consumer

Response:

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:

The day after receiving this response from the company through the Revdex.com, I called their representative, [redacted] at her cell phone number ###-###-####, and we spoke for some time about the issue. She indicated her company is not the seller of the product, only the manufacturer, and that there are MANY sellers (contractors) out there selling their products. Of 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 contractors. She 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 subpoena. I guess we need to go by her word and interpretation unless we are willing to go to court over the issue. Unacceptable, really.However, given the circumstances and time / money already spent on this issue, [redacted] and I agreed to reimbursement of two months of the service instead of all three. I specifically asked if she would be crediting the original CC immediately so that I could close my Revdex.com case within the required 6 day window as a satisfactory resolution. She said she would get the credit done "right away".It's now been three days since talking [redacted] and there has been no credit issued to the credit card for the agreed two months of service charged. Consequently, I feel I need to log this complaint as NOT RESOLVED with the Revdex.com as the 6 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 complaint. At 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,

Business

Response:

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]###-###-####

Review: A telephone solicitor contacted my home and talked my wife into ordering a Medical Alert System. She got me involved and rather than disappointing her I gave my credit card information. During the time of receiving the alert I researched life alerts in general and found other systems which I considered better and much cheaper. When the system arrived I looked at the Contractual Information requested and the system. During this process I became more convinced that I wanted to return the system.I have tried numerous times to contact their customer service office and they are always to busy with other call to talk to me directly. I have e-mailed and left messages to no avail.Can you help me contact them for a return merchandise return authorization so I can return the medical alert device?Desired Settlement: I would like to return the device and terminate the monitoring agreement.

Business

Response:

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,

Consumer

Response:

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,

Review: My elderly parent received an unsolicited medical device from LifeWatch USA. This equipment was not requested nor authorized yet LifeWatch has billed monthly for monitoring this device which was never activated. The equipment was neither requested, needed, nor accepted. It has been returned.Desired Settlement: All debits to be refunded.

Business

Response:

There is no information as to what the Parent's name is. I cannot research or assist until I know the subscriber's name, please.

Review: My mother's medical alert alarm did not function Saturday when she fell and pressed the pendant for over 1 hr. She had to crawl to the telephone and call 911. No emergency service available w/ Life Watch to check the alarm. I had to wait till Monday to report alarm not working. The customer service agent "[redacted]" immediately accused me of not paying my bill since 2012 and not returning the company's equipment. She told me multiple times unless I gave her a current credit card she would not answer any further questions. I advised [redacted] another agent "[redacted]" gave me 2 years of additional service in 2014 due to a similar incident when the medical alert alarm failed to work with a fall in May of 2014. I repeatedly tried to tell "[redacted]" my account was paid up to May 2016. [redacted] said that was impossible and they do not give "free service". She said she already spent too much time discussing this issue with me this morning and they were busy on Monday's. "[redacted]" never even apologized for the failure of the equipment. I asked to speak to a [redacted] or corporate office contact information. She said she had none and works directly under the [redacted] and that is why she is still there for 16 years. I requested to speak with the [redacted] and I was told good luck he is not available he was in Hong Kong. Upon further investigation by [redacted], which consisted of reading the notes on my account, "[redacted]" did provide me with 2 years additional service at no cost. Again according to "[redacted]" this is unheard of and it was crazy things like this that got "[redacted]" fired. She said she would honor the 2 years additional service and attempt to determine what was the cause of the malfunction of my mother's equipment. Her determination was Life Watch deactivated my mother's medical alert unit due to lack of payment. It was this deactivation that prevented my 80 year old mother from receiving the emergency help she needed while lying on the bathroom floor on Saturday. RUDE service by agent. This is 3rd out of 3 times alarm failed to work.Desired Settlement: Some type of documentation in the mail the ensures my mother's medical alert alarm will not be deactivated. An investigation to why the account was not properly updated. I received multiple calls from [redacted] with Life Watch in May of 2014 assuring me that this equipment failure would not happen again yet her equipment was DEACTIVATED in error. I was told in August of 2014 by [redacted] Angel in response to a letter requesting payment that my acct was in good standing.

Business

Response:

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]

Consumer

Response:

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

[Your Answer Here]

I would like an investigation and an explanation provided to me as to why my mother's billing account was not credited in May of 2014 to reflect the extended service for 2 years at no charge until May of 2016. I would also like to know who authorized the deactivation of my mother's emergency alert alarm as told to me by [redacted] for nonpayment.I will respectfully request again, as I did from [redacted], to be provided a copy of the record that shows the testing times and dates done by my mother or Life Watch USA on the unit that failed in her home on Saturday June *,2015. [redacted] has writtten in her response the unit was last tested on 4-**-15. Who tested what unit on 4-**-15? This satement directly conflicts what I was told by [redacted] on Monday June 8, 2015 that there not a record of testing times or dates to my mother's unit because my mother didn't test her unit that failed. Reinforced to me by [redacted] was that fact that if my mother had been testing her unit like she should have been my mother would have discovered sooner that her unit was deactivated and not functioning.Also it is too bad that [redacted] did not attempt to reach me by that same email that [redacted] refers to prior to disconnecting my mother mother's emergency aalert alarm. It is also too bad that representaive did not read the notes on my mother's account that we were given 2 years of free service to have the account paid in full up to May 2016 prior to disconnecting the service. Disconnecting in error the service to my mother's emergecny alert alarm left my mother laying on the bathroom floor without access to timely emergecny medical assitance.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Business

Response:

I have asked [redacted] to call me to discuss. I would be happy to go over some details of how an error was made. The error was a direct result of computer limitations directly due to the fact that she was offered 2 years of free service. Our systems are not set up to manage these types of offerings. The system coded the account in arrears when months went by without payments. I would be happy to provide a signal report showing testing in April. I am happy to offer the remainder of the months promised for free. Apologies have been made and we are moving forward. Getting into individual personalities or mistakes serves no purpose in us moving forward. We would be honored to keep giving your mother free monitoring through the remainder of her promised months and retain her as a customer thereafter.

Respectfully,

Review: I am filing this complaint of behalf of my elderly mother, [redacted]. I engaged LifeStation medical alert system for her. The very next day (after I had left her home) LifeWatch initiated a call to my mother. My mother understood them to say that they were the same company that she had set up services with the previous day. They requested her credit card information from her and signed her up for another contract. She has received a system from them that she did not intend to order. She was confused and thought she was verifying the order we placed when in fact she ordered a system from a company that she did not intend to do business with. Lifewatch USA preyed on my mother and took advantage her inability to understand that they were not the company that we had ordered her system from.Desired Settlement: We would like her contract with LifeWatch USA canceled and would like her credit card refunded.

Business

Response:

Good Morning:I reached out to [redacted]'s daughter this morning, and I explained that we are the Medical Alarm Company; we ship our equipment and monitor our 200,000 Subscribers. We are not the Sales Agency--we do not and never had made outbound Sales Calls. There are, however, Outside Sellers that sell the Medical Alarm Service, and the Medical Alarm Companies purchase accounts from those Outside Sellers. This is an industry-wide practice. A certain criteria must be met--all calls are recorded, the Subscriber must confirm no less than 4 times that they understand what the service is, what the monthly rate will be, and they provide their payment information. After the initial sales call, it goes to a Sales Verifier, who confirms the order with the Subscriber again. I informed [redacted]'s daughter that I would pull the recording with the Sales Agent and the Verifier, to make certain that all was handled properly by the Sales Agent. If it was not, we would cut them off/not to business with them again. We are proud of our A+Revdex.com Rating; we do not tolerate anyone misleading our Seniors. With that, [redacted]'s daughter explained that there was probably nothing wrong with how the Sales Call had been handled by the Outside Sales Agent; her mother was probably just confused. Therefore, I am a little perplexed as to why a Revdex.com Complaint was processed, stating that "Lifewatch preyed on my mother and took advantage..." How would the outside seller know that [redacted]'s family had ordered medical alarm equipment from another company the day before?In addition, when I informed [redacted]'s daughter that the unit had to be returned, and we would process a refund for the initial payment, she stated that the Customer Service Rep she originally spoke with had informed her of that already.In summary, Lifewatch USA handled [redacted]'s account in a completely fair and justified way. She ordered the equipment; it was delivered in a timely manner; she is able to cancel her order upon receipt of the equipment, and a refund will be processed.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely,[redacted]

Consumer

Response:

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 appreciate [redacted]'s prompt response. During our phone conversation yesterday, [redacted] stated that she would listen to the sales agency's call with my mother, and that if anything was out of order or if my mother sounded confused, LifeWatch USA would discontinue their relationship with the sales agency. I shared that my mother most likely would not sound confused during the phone call, as she is hard of hearing and (unfortunately for this interaction)attempts to cover for this deficit by answering to what she thinks she hears. She had just signed up with a competitor company the day before and somehow understood that the purpose of the call from LifeWatch USA was to confirm what had been set up the day before. I used the word "prey" because my mother did not ask to be contacted by a sales company and clearly did not understand what she had agreed to. When an elderly person is hard of hearing, asking them 4 times if they understand what the service is, unfortunately does not clarify anything. Perhaps a more responsible way to engage with an elderly person would be to ask before the conversation starts, "Before we go any further, do you have any problems hearing clearly?" A positive response might then be followed up with a mailing prior to charging their credit card.[redacted] also told me that I should tell my mother not to give out her personal information on the phone. I shared with [redacted] that I have indeed had this conversation with my mother, encouraging her to only share personal information when she initiates the call. That is my mother's practice, but somehow, she understood this call to be a follow up from our agreement that we confirmed with the competitor company the previous day and felt obligated to provide the required information again.If it is at all possible, I would like to hear the phone conversation the sales agent had with my mother. We have shipped the product back to LifeWatch USA and are awaiting a refund.Once the refund has been received I will accept LifeWatch USA's response. Thank you.I will be glad to

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good Afternoon:I listened to the Sales recording, and at no time did [redacted] mention to the Sales Agent that her daughter had ordered Medical Alarm Equipment for her the day before. If she had said that, the Sales Agent would have ended the call. However, when the Sales Agent requested her credit card information, she did respond that her daughter had given it to him the previous day. He informed her that he had not spoken with her daughter and did not have her credit card information. There can be no blame placed on either party here due to the circumstances. [redacted] assumed it was the Company where the medical alarm equipment had already been ordered; the Sales Agent was not aware that medical alarm equipment had been previously ordered. It was a simple misunderstanding. In listening to the recording, [redacted] sounded lucid, loud, and clear throughout the entire conversation. As stated previously, as soon as we are in receipt of our Medical Alarm Equipment, [redacted]'s account with us will be cancelled and a refund for the initial payment of $34.95 will be processed.Sincerely,[redacted]Lifewatch USA

Review: my elderly mother was contacted about ordering one of these monitoring watches and she was told to give them her credit card information for the record and when she was ready all she needed to do was call and they would activate the acct. recently I took over her bill paying and I discovered they have been billing her for over a year. there was a financial form in the package that was sent to her that was never filled out and returned to them. I talked to "[redacted]" the manager over billing and I was told to return the equipment and call them back to see about a refund. so I did in jan 2015 and they said they would refund 2 months but that was the best they would do. after a little back in forth they said they would contact me again and I havent heard from them.Desired Settlement: I would like to be refunded for a year of services she never used. she never called to activate the system and the box wasnt even opened. thanks

Business

Response:

Good Morning:I spoke with [redacted] yesterday, and I explained that we are Medical Alarm Company. We ship our equipment and monitor our 200,000 Subscribers Nationwide. [redacted] ordered the service through the Sales Agency on 11/*/13 and our Medical Alarm equipment was delivered to her on 11/**/13. The equipment was returned to us and made inactive on 1/**/15, approximately 14 months later. From the day the equipment is shipped, it is activated with the Monitoring Center, so that any time [redacted] 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 [redacted] or her family members noticed the monthly charges for the Medical Alarm Service on her Credit Card Statements for 13 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 [redacted], it is not possible for us to refund all payments at this point, when our equipment had been with [redacted] for a 14-month period. We have, however, processed a refund of 3 months for a total of $104.85.If [redacted] has any further questions or concerns, he may reach me directly at ###-###-####.Thank you.Sincerely,[redacted]Lifewatch USA###-###-####, ext. [redacted] (Work)###-###-#### (Cell)

Review: I cancelled this service about 4-6 weeks ago and this company is still trying to bill the bank account. After spending about 3 hours on the phone and being disconnected once by the company I was told that yes they saw where the services had been stopped but until they received their equipment they would continue to debit the account. This was never mentioned when I called and stopped services. These are services that she no longer needs in heaven! Furthermore the company did not stand behind their policy that they call the person designated on the call list since my husband did not know until the ambulance arrived at the hospital and he ended up Coding his own mother.Desired Settlement: Refund of last debited amount

Business

Response:

Good Afternoon:I contacted [redacted] 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 [redacted]'s first accusation that she was left holding for 3 hours on the phone when she called in to cancel the service for [redacted] Faubion, the phone system does not have the capability to leave anyone holding for a 3-hour period. In addition when a caller is holding, the Option to leave a message is announced every 30 seconds, so it wouldn't make sense for someone to remain holding for an extended period of time. [redacted] 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 us. In viewing [redacted]'s account, [redacted] initially spoke with a long-term Customer Service Representative on Feb. **, 2015, who did inform her of that policy. She called back on February [redacted], and was again informed that in order to cancel the service, the Medical Alarm Equipment must be returned to us. As of today, March [redacted] it was confirmed by [redacted] 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 [redacted]'s account until the rental equipment is in our possession. Lastly, when [redacted] mentioned that we did not call her husband, the designated person on [redacted]'s contact list to notify him that an ambulance was dispatched to [redacted]'s home in January, that was because we had not received a signal from [redacted] since November **, 2014. I explained to [redacted] that if [redacted] had pressed her button, we would have contacted the designated person, [redacted], at ###-###-####. However, once again, a signal had not been received from [redacted]'s unit since November **, 2014.In the interest of excellent Customer Service, I informed [redacted] 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 [redacted] and family our condolences on [redacted]'s passing.Sincerely,[redacted]

Consumer

Response:

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,

Review: My name is [redacted]. I am the son of [redacted]. My father is suffering from [redacted] and gets easily confused. He told us that this company called him and then sent him this device for free. I knew this was not the case, especially when there were charges showing up on his bank debit card. I took the device with me and have been trying to contact this company to facilitate the return of the product and the stop the charges hitting his account. Both my wife and I have left multiple messages(seems this is the only way to contact this company as they will not answer calls unless they are sales calls) letting them know they are not authorized per my POA to continue to charge any further services. When I did contact then sales department he was extremely rude and let me know that he could not help me and I would again have to leave a message. There is no doubt in my mind that this is a predatory company specializing in taking advantage of the elderly and by making it so difficult to contact them they expect that the consumer will give up and keep paying for it. Being a business man myself I find this type of company to be completely repulsive and beyond understanding.Desired Settlement: I request that this company contact me immediately on the number provide at the beginning of this complaint to arrange to have their product returned and immediately stop charging My Father's account. I also intend to file this same complaint with the Consumer Protection Agency and the NY State Attorney General's office if I do not have a resolution to this issue in 7 days.

Business

Response:

Good Afternoon:

I left [redacted] a message today. I wanted to explain that we are the Medical Alarm Company, not the Sales Agency. We ship our Medical Alarm Equipment and monitor our 200,000 Subscribers Nationwide. All calls between the Sales Agent and Subscriber are recorded. [redacted] ordered the Service on 8/**/14 through the Sales Agency and provided his payment information at that time. We contacted [redacted] on 8/**/14 and he confirmed that he understood what the service was, how much he would be paying monthly, and requested that we expedite the Medical Alarm equipment to him. The equipment was delivered to [redacted] on 8/**/14. It was returned and [redacted]'s account was made inactive with us on 10/**/14. There will be no further payment attempts. At this time, we will refund two monthly payments of $34.95 each for a total of $69.90.

If there are any further questions or concerns, I may be reached directly at ###-###-####.

Sincerely,

Review: I was recently called by lifewatch and felt I was pressured on the phone into buying the lifewatch medical alert system. I have 30 days to cancel the order but keep getting hangups from customer support or am forced to leave messages (and there is not response to the messages). The one time I got through the customer service said they could not help me and gave me another number to call. That number requires something called a facility ID and then I cannot proceed further.

I feel that your service is set up to force people beyond the time frame in which they can cancel in order to charge them. This is a predatory practice. My son looked up your company and the first thing that came up under reviews were complaints about your customer service. I want confirmation that I WILL NOT BE CHARGED and HOW TO CANCEL.

The process of dealing with lifewatch has been incredibly aggravating and taken an excessive amount of time.Desired Settlement: I would like a time to call someone from the company who can answer all questions about RETURNING Lifewatch and CONFIRMING that I WILL NOT BE CHARGED. I would like them to follow up with me once I complete the process they describe to confirm all is set and confirm I will not be charged. I would like to have the time extended for my return as I do not have any idea when Lifewatch will be in touch based on their performance so far.

Business

Response:

Good Afternoon:

I was very distressed after reading [redacted]'s complaint and I attempted to contact her. At this time, I have left a number for [redacted] to contact me directly: ###-###-####. I have also emailed [redacted] It is important for me to find out from [redacted] 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 [redacted] that we ship our equipment and monitor our 200,000 Nationwide Subscribers. We 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 [redacted] and [redacted] 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 3 times that they understand what the service is, what their monthly rate will be, then they provide their payment information. If [redacted] 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 [redacted], we will not have our good name and reputation damaged by a Sales Agency.

I look forward to further discussing this situation with [redacted], and I do apologize for any aggravation this has caused her. [redacted] 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 [redacted]. Upon receipt of the equipment, we will process a credit for $29.95 to her Visa Card.

Sincerely,