Lifewatch, Inc.

Review: Medical Alarm systems have been billing my elderly father since 9-**-14. My father doesn't not remember ordering this unit or monthly service. We have contacted this company to ask them to stop billing. They said they need the product back. My father doesn't remember ever getting product. I have looked in the home and found nothing. I have advised them of this and yet they say sorry. I have asked to them to stop bill the monthly service, since we do not have the unit. They said they cannot until they get the unit back. I have asked what the unit cost and was advised by [redacted] that it would be $425.00. I have asked for a final bill and we have NOT received one. He wanted a credit card on the phone and I advise NO not until we see the final bill. I have called five different times and left messages, no one has returned my call. I have a copy of the monitoring agreement, but it is unsigned by my father.Desired Settlement: I would like a final bill in writing that state we owe nothing after this is paid. I am very uncomfortable giving them a credit cards, especially after what I have seen with this company.

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 dad had paid for a whole year of their service. He passed away after 2 months. We returned all of the required equipment. was told the refund check was in the mail. gave me 2 different dates to which the check was mailed. been over 30 days and still no check.

I called and asked about re-issuing another check. was told had to wait 60 days.

we were prompt at retuning their equipment. would like their response just as promptDesired Settlement: would like to get the refund that is owed to my dad's estate

Business

Response:

I would be happy to assist, but I need [redacted]'s Dad's info, in terms of his name and phone number. This way I can access his account to expedite the refund please.

Business

Response:

Good Morning:I left a message for [redacted], and I extend my condolences on the passing of her father.James had paid the annual payment of $359.40 for the Medical Alarm Equipment that was delivered on June **, 2015. In addition, there was a $40 fee for the lockbox he purchased. However, once a Subscriber pays for the lockbox, they own it. Therefore, that does not have to be returned, and no refund is in order for that. The Medical Alarm Rental equipment was returned to us approximately two months after it was delivered to James, and his account was made inactive on August **, 2015. A refund check in the amount of $299.50 was sent out on August **, 2015 ($359.40-$59.90 for 2 months of service). It has been confirmed by the Bookkeeping Department that the check that was sent has not been cashed. Therefore, we will re-issue and send a replacement check directly to [redacted] because she was listed as the Responsible party on James' account. I would appreciate [redacted] either calling me directly at ###-###-#### with her address information, or if she prefers, she can email me, [redacted].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: On August *, 2013 I ordered a medical alert system from this company, the next day, August *, 2013 I cancelled the order. I have called several times giving them my confirmation number([redacted]) and I hsve not received my refund.

I spoke with [redacted] in customer service at ###-###-#### on August **, 2013. It takes them less than a day to take your money out of your account and it shouldn't take this long to refund my money.Desired Settlement: I would like my refund as soon as possible

Business

Response:

[redacted]'s refund was processed on 8/**/13. She cancelled the order on 8/*/13 and the refund was processed within 12 days.

Review: Despite being registered on National DO NOT CALL list these people call several times per week. It's always an automated call that then rolls over to a personal sales rep. They will not disclose the true name of their company - saying that it's "[redacted]". I was able to trace the number and product to their company. I have requested 3 times that they stop calling yet the calls do not stop. These people are unethical.Desired Settlement: STOP CALLING THIS NUMBER: ###-###-####

Business

Response:

Good Afternoon:We are the Medical Alarm Company. We ship our equipment and monitor our 200,000 Subscribers Nationwide. We are not a Sales Agency. We have been in business for 34 years, and have never made any type of outbound sales calls. I am not quite sure how [redacted] traced the automated calls she received to our phone number, which is ###-###-####.There are hundreds of Outside Sellers nationwide that promote the Medical Alarm Service. We only deal with a handful of them. We will make certain that [redacted]'s phone number is registered as a DNC with those few Outside Sellers.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely,[redacted]Lifewatch USA

Review: We cancelled life watch when my mom went into long term care. They stop with drawling from her account for 8 months. Than in November ** they took another lump sum. When I called back she stated I didn't return the equipment and that my mom had insurance I said if she has insurance stop the service. They said ok but we won't reimburse her account. They are crooks!!! Taking care of an elderly parent is stressful dealing with crooks is even more stressful.Desired Settlement: Refund her account.

Business

Response:

Good Afternoon:I left [redacted] a message because she did not provide any of her mother's information. I need that information so that I may access her mom's account, and do some research to try and resolve this for [redacted]. If she would kindly contact me at ###-###-####, ext. [redacted] or email [redacted], I am happy to help.Sincerely,Pam C[redacted]Customer Relations Manager

Review: Order their machine, recevied machine, but had question, called 5 times and left info with answer service.

dayes later,they called and left a phone #. I called back and got service again. A man called July *, I told him sesne

I could get my question answered , please send me a return lable. He refused.

Im out $34.95. It will coast me another $20.00 to send it back.

They said the machine was worth $400.00 , you would think they would want it back.Desired Settlement: Need a return lable.

Business

Response:

In response to this complaint, we had sent [redacted] the return label on 7/**, and I contacted her today. She already received the Return label and sent our equipment back yesterday. [redacted] explained to me that she had left us a few messages and was unable to reach anyone. I explained to her that we had attempted to call her back, and left a message. I apologized that she was unable to speak to someone right away and I offered her two free months of service, if she would give us the opportunity to resend the equipment to her. I also told her she could have my personal cell number and could reach me directly any time if she required any type of assistance. [redacted] informed me that she has already gone with another Company. I told her if it doesn't work out with them, to please contact me, and my offer for two free months of service still stands.

Review: First let me state that this is a poor company and they have lousy customer service. Their monitoring service is very slow to respond, after you press the pendant button (at least a minute or longer). My payments for this service were set up for automatic payment from my checking account and they were 3 times that they failed to take the automatic payment. When contacted they stated the payment was declined, but checking with my bank no payment was ever presented. The final time with this issue occured in May, 2015 and after having had enough of this, I unpluged the alarm system and cancelled my service. I then requested the address to return the alarm system, in 3 seperate e-mails to the customer service department and one letter, no response at all for 5 months. Then earlier this month the company contacted me, stating that I owed them money. At that time I stated to them that I did not owe them anything and I had cancelled the service in May and wanted to return the alarm system. They said they did not know anything about a cancellation. I have not heard anything further since. They obviously do not read any e-mails or letters that are sent to them, thus very poor customer service and a very poor company.Desired Settlement: I will not pay any money to them, since the unit has been unplugged since May 2015. The only thing I want is the correct address to return the alarm system to the company. I then want no collection action on their part and no further contact with the company.

Business

Response:

Good Afternoon:In response to this complaint, we attempted to put the payments through, but they were declined. I suspect that the reason the payments declined is because of the increased security due to credit card fraud. When [redacted] originally signed up for our service, it was not required for her to give us the CVV (Security Code) for her credit card. In the past 6 months or so, it is now a requirement that we have the CVV Code in order to process payments. In regard to the emails that were never answered, perhaps they were sent to an incorrect email address. Our Customer Service email is: C[redacted]. I personally answer every email that is sent to Customer Service, and I have never received an email regarding Lavina 's (Beth) account. The account is not cancelled and payments are still due because we have not received our rental equipment back. We cannot cancel an account until our equipment is delivered to us. I will send a return label to [redacted].I can be reached directly at ###-###-#### to further discuss and resolve everything for [redacted]. Sincerely,Pam C[redacted]Customer Relations Manager

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: I have called this company several times to get the billing corrected. They are always overcharging my dad for his life watch device. When I call them, they tell me they have 2 systems that they have to look at. When they look at the other system they see the correct amount of 29.95, but continue to charge him $239.00 +.Desired Settlement: They need to send a bill for the correct amount and stop trying to overcharge him.

Business

Response:

Good Afternoon:I spoke with [redacted] today regarding her Dad and I explained that the charges were for past payments that declined. She informed me, however, that she ha spoken with a Customer Service Representative a while ago, who had said he would cancel those payments out for her dad, [redacted]. Per the notes I viewed in [redacted]'s account, I agreed, and requested payment for the last 2 months. [redacted]'s account is now current. I reassured [redacted] that going forward, he will be invoiced for only the $29.95 current monthly charge.If there are any further questions or concerns, [redacted] can reach out to me at ###-###-####, ext. [redacted]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,

Laura M[redacted]

Review: These are HIGH PRESSURE sales people who trick seniors into signing up for service that they aren't aware they've signed up for. They called my mother repeatedly several times a day for several days in a row and she told them she already had a monitoring service and that they would have to talk to her daughter (me) before she could sign up for anything because I handle all her business transactions. They said Life Watch was a better service and tricked her into signing up with them by asking her questions about her account information with Life Alert (Whom she has a 3 yr contract with and is a good company) They tricked her into giving her birthday and acct #. They gave her 24 hr to cancel. She was so confused. Thank God she told me about it the day it happened. It is very difficult to resolve anything with these people. They are manipulative, high pressure and talk circles around you. BEWARE!!!! I called ###-###-#### (they have numerous #s) to cancel Life Watch and they said that my mother was the only one who could cancel even though she gave them my name to contact. When I tried to call that day, Customer service was not available. They are only available Mon-Fri 10am-6pm EST. When I did get through they just answered "Customer Service", with no company identifier until I gave them a reference #. Be very careful with these people!

Product_Or_Service: medical alert system

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

refund of all money

Consumer

Response:

Mothers name: [redacted] Tate

Mothers addres: 4693 Usona Rd

Mariposa, Ca.

95338

209-966-2905

As of now my mother was able to re-contact Life Watch and told them her Granddaughter had authorization to speek for her. My daughter was able to cancel the account and cancel the equipment. Life Watch said that the info my mother gave them was invalid and they were unable to charge her account. I contacted my mothers bank, no charges from Life Watch have come thurogh on her account.

Business

Response:

Good Afternoon:

Review: I was told that I would be offered coupons valued at $3,000- for trying the product. That was not true. I was only given access to sales flyers from stores that anyone can get from the local stores and/or newspapers.

I was also told that if I am not interested in keeping the product, a technician would come and pick up the product. I would not have to mail it back at my own expense.Desired Settlement: I would like to be reimbursed the monthly charge of $35-, as well as the $10- I had to pay to mail it back.

Business

Response:

Good Morning:

Review: Lifewatch uses (or accepts) 3rd party sales from telemarketers. I get these calls at least once a week for years. These telemarketers ignore the "Do Not Call List" & continue to call even after I request that they do not call. Lifewatch has some sort of agreement with these telemarketers as is proven by the immediate acceptance of data ( name, credit card number, sales info, etc.) by Lifewatch. I assume Lifewatch is attempting to get around the Do Not Call List by using these 3rd party sales methods. I think the whole thing is a disgrace & the Revdex.com should require Lifewatch to stop using these telemarketers to avoid following the law. How can the Revdex.com accredit a company that has these sales practices?

I HAVE ALSO MADE A FORMAL COMPLAINT TO THE NEW YORK ATTORNEY GENERAL.Desired Settlement: Lifewatch can control what these telemarketers are doing. All they need to do is quit accepting sales leads & information from Lifewatch.Stop Contacting Me

Business

Response:

Good Morning:In response to this Complaint, we are the Medical Alarm Company; we ship the equipment and monitor our 200,000 Subscribers Nationwide. We have never and do not make outbound Sales Calls. There are, however, hundreds of Sales Agencies across the Country that sell the Medical Alarm Service. It is an industry-wide practice whereby the Medical Alarm Companies purchase those accounts. A certain criteria must be met before an account is purchased. All Sales Calls must be recorded; it must be confirmed no less than 4 times that a Subscriber understands what the Service is, what their monthly monitoring fee will be, and the Subscribers provides their payment information. Before we ship our equipment, we always place a Confirmation Call to the new Subscriber to make certain the Subscriber does want the service. Proper protocol is always in place.We do not condone any type of inappropriate Sales Practices on the part of the Sales Agencies. [redacted] had placed an order through his phone number ###-###-####. As soon as we became aware of his Complaint as to what this particular Sales Agency was doing in terms of multiple calls to him, we cut them off. We will no longer do business with them.Sincerely,[redacted]###-###-####, ext. [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'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 U. S. District Court, Southern District of New York, case # [redacted]? 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 Lifewatch. How 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,

Review: LifeWatch, Inc. knowing defrauded my elderly father and myself (his power of attorney) into believing [redacted] in [redacted] was affiliated by stating "they give us thousands of customers".Desired Settlement: Refund of any charges and acknowledgement of false claims.

Business

Response:

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

Consumer

Response:

[redacted]

Business

Response:

Good Morning:In response to this complaint, I spoke with [redacted] on February **, 2015. I explained that his Dad had ordered the service from an outside Seller, and that I would review the recording. I apologized if there was a miscommunication, and I told [redacted] that I would reduce the monthly monitoring rate for his Dad, [redacted], to resolve the issue. [redacted] stated to me that [redacted] did, in fact, need the service; it was a good idea for him to have it, and that he would get back to me. I suggested that since the unit was already delivered, he and his Dad should test it out, to see what a great service it is. [redacted] said he would follow up with me. In reviewing the recording between [redacted] and The Outside Sales Agency, I came to the conclusion that the Sales Agent had not discussed anything about referrals from [redacted] with [redacted]. The product and pricing were explained to [redacted] by the Sales Agenct and he ordered the Medical Alarm Service because he felt he needed it. With that I went a step further to listen to the conversation with our Customer Service Rep. During that recording, there was an obvious misundestanding because when [redacted] asked our CS Rep about referrals from [redacted] in [redacted], the Rep initially answered yes, but realized there was a miscommunication and responded that we get thousands of referrals. He did intend to say we get thousands of referrals from [redacted]. I have tried to reach [redacted] a few times and have left voicemails for him to see if he and [redacted] have decided to keep the service, and if so, I will adjust the monthly rate to $24.95 per month for the Monthly Monitoring and $5 for the AIP (Warranty, Insurance for the unit and all components). Therefore, the monthly charge for the Medical Alarm Service and Insurance would be a total of $29.95.I will try to contact [redacted] directly at this point, and either [redacted] or [redacted] can feel free to contact me directly at ###-###-####.Sincerely,[redacted]Lifewatch USA

Review: My mother is an extremely low-income senior (>$700/mo income) living alone with moderate cognitive impairment. As her son, I manage her finances and budget her expenses. Upon checking her bank account recently I noticed a charge for $44.95 from LIFEWATCH/MEDALERT which I knew she had not requested. She already has a GPS device and was scammed into giving out her card number.

I could not get through to the toll-free number listed (###-###-####). When I searched the name online I found the following fraud alert listed here:

When I finally reached the company on 7/**/15 they told me a full refund would be issued within 4 days. On the 5th day (7/**) the money was still not refunded. When I called again I was told the merchandise had been shipped. This is an old ploy to get people to give up because of the trouble involved. I am sickened and disgusted that this company that has a DOCUMENTED HISTORY OF FRAUD is still being allowed to operate especially in light of the fact that the Federal Trade Commission and The Florida Attorney General JUST FILED A LAWSUIT AGAINST for this very practice on JULY *, 2015, only weeks before they ripped of my poor mother. See the FTC complaint here:

Despite being on the do-not-call list, this company continues to call unsuspecting seniors and rob them of their hard-earned retirement money. PLEASE HELP ME. THESE CRIMINALS MUST BE STOPPED NOW.Desired Settlement: I request a full and immediate refund of the fee charged to my mother. I also request that this complaint be added to their Revdex.com record and their grade of "A" be reconsidered. There is enough evidence online alone to be identify these unscrupulous people as thieves who prey on the elderly.

Business

Response:

Good Afternoon:In response to this Complaint, I have left 2 messages for [redacted]. In viewing his mother's account, I see that the refund was not processed immediately due to simple human error. Whent [redacted] had spoken with one of our Customer Service Reps on 7/**/15 she was a bit confused in terms of whether the equipment had actually shipped or not. While she informed [redacted] that the order would be canceled and a refund would be processed within a few days, she did not follow up with our Shipping Department to cancel the order. Once again, it was a mistake. When [redacted] called a few days later on 7/** and spoke with a different Customer Service Rep, [redacted], he did exactly what he was supposed to. He contacted the Shipping Department, was able to determine that the equipment was ready to be shipped that day, but had not yet gone out; therefore, he was able to cancel the order, and he processed the Refund Request at that time with our Bookkeeping Department. The Refund for $44.94 was done at 9:30am on 7/**, the morning after [redacted] and [redacted] spoke. I would also like to mention that the Refund was taken care of before I received this Revdex.com Complaint yesterday at 11:30am.At this time I am not going to respond to any of the other allegations mentioned in the Complaint. I will say that we have been in business for more than 35 years, serve 200,000 satisfied Subscribers Nationwide, and have an A+Rating with the Revdex.com. Customer Service is and always has been our first priority.I apologize for any stress this has caused [redacted] or [redacted]. Once again, [redacted]'s refund was processed first thing yesterday morning. Her account has been closed, and there will be no further billing attempts.If [redacted] would like to discuss this further, he can contact me directly at ###-###-####.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 have determined that my complaint has NOT been resolved because:

I have seen the Customer Service Rep's email response to my complaint as well as 2 very apologetic sounding voice messages. However, in reviewing Ms. C[redacted]'s responses to the numerous other complaints about this business they all have the same contrite tone. This is actually quite different than the experience of calling LifeWatch. If you get anyone on the phone at all, they are often coarse, dismissive and rude. It is Ms. C[redacted]'s very purpose in life to eradicate any trace of dissatisfaction with this organization and maintain their "AAA+" rating with the Revdex.com despite the many complaints and a pending lawsuit filed by the Federal Trade Commission (see below) I have no doubt that my mother's money will be refunded, but that does not change the well documented practices of this organization. Like many middle aged children who oversee finances for their aging parents, and are still alert enough to spot errors, catch overcharges and merchandise ordered under duress by salespeople trained to intimidate and coerce seniors out of their retirement money, I marvel at the number of unscrupulous organizations who take advantage of the elderly. They are too kind, too polite or too confused to fight back or have nobody to watch out for them. It makes them the easiest target of all. Shame on Lifewatch and Medalert. They can whitewash this website all they want, but one only need review the other customer's complaints which all sound the same. Ms. C[redacted] is an expert at representing her organization, but read this press release from the FTC and the Florida Attorney General's Office and you will understand the truth:[redacted]"See the press release in its entirety here:[redacted]Respectfully submitted,[redacted]

Review: RE: Questionable business practices

My name is [redacted] and I’m writing on behalf of my mother, [redacted], in reference to questionable business practices she has received from Lifewatch USA. My mother is an elderly at 82 and has limited hearing as well as difficulty in the English language. As such, I assist with matters on her belalf.

Matters in question: Billings for equipment and services that my Mother, [redacted]., has allegedly received from Lifewatch USA.

As it pertains to Lifewatch USA and request for payment, it’s been my mother’s contention that she has not received nor agreed to services from LifeWatch USA. She added that she recalled a conversation with an individual over the phone offering “free” medical services sometime late last year 2014. Being on a fixed income and living in a government-assisted housing, my mother tends to be interested in free or discounted services/materials. She also admitted to providing her debit card with the understanding that it was necessary to provide such services. However, towards the end of the conversation with said representative, she suspected that such “free” services came at a cost, so she declined the offer and ended conversation with said representative.

On 1/**/15, my mother called me indicating that LifeWatch had called her demanding monies and she responded by saying that she didn’t understand and will have her son call them. I called the phone number provided to my Mother and spoke to [redacted]. He explained that my mother had agreed to such services over the phone and he provided a [redacted] number to indicate that items were shipped to her address. [redacted] also added that LifeWatch will cancel her services upon receipt of said shipped equipment. I ended that phone call and spoke with my mother on the matter and she indicated that she did not agree to such services nor did she receive any items from LifeWatch or other companies for any devices. I then, called [redacted] again on the same day and passed on such information. [redacted] indicated that as far as they are concerned, [redacted]. agreed to the services and the equipment was delivered to her residence. He added that it would cost my mother approximately $500 to replace the equipment which would also cancel the services. Understanding that it was the only solution for your company, I asked [redacted] to send my mother a billing to cancel such services and all agreements/documents to what services/products my mother has allegedly received from LifeWatch. She has yet to receive such information.

Since my conversations with LifeWatch on 1/**/15, I have yet to receive the requested information and have since sent 4 letters to the company with no responses. I will point out that the recent billing with a ballooned total of $1,054.85 was sent to my personal address rather than my Mother’s home, which confirms that Lifewatch is receiving my correspondences

The letters are summarized as follows:

Letter #1: sent 1/**/15 in response to a continued billing invoice of $34.95 for monthly services; requested company to provide agreement/documents to support services and products that my Mother allegedly agreed to receive from LifeWatch. NO RESPONSE

Letter #2: sent 2/*/15 in response to receipt of a billing of $475.00 for lost equipment, but no other information. Again I requested company to provide agreement/documents to support their claim as well as confirmation of cancellation of services. NO RESPONSE

Letter #3: sent 2/**/15 in response to receipt of another billing with a total of $579.85. Again I requested company to provide agreement/documents to support their claim as well as confirmation of cancellation of services. NO RESPONSE

Letter #4: sent 3/*/15 in response to receipt of another billing for “another” lost equipment for $475.00 bringing the grand total to $1,054.85.

FULL LETTERS:

LETTER #1:

January **, 2015

LifeWatch-USA [redacted]

RE: [redacted] Dear [redacted]/Customer Service:

My name is [redacted] and I’m writing on behalf of my mother, [redacted]., in reference to a collection billing from your office. My mother is an elderly at 82 and has limited hearing as well as difficulty in the English language. As such, I assist with matters on her belalf.

As it pertains to your company and request for payment, it’s been my mother’s contention that she has not received nor agreed to services from LifeWatch USA. She added that she recalled a conversation with an individual over the phone offering “free” medical services sometime late last year. Being on a fixed income and living in a government assisted housing, my mother tends to be interested in free or discounted services/materials. She also admitted to providing her debit card with the understanding that it was necessary to provide such services. However, towards the end of the conversation with said representative, she suspected that such “free” services came at a cost, so she declined the offer and ended conversation with said representative.

On 1/**/15, my mother called me indicating that LifeWatch had called her demanding monies and she responded by saying that she didn’t understand and will have her son call them. I called the [redacted] phone number and spoke to [redacted]. He explained that my mother had verbally agreed to such services and he provided a [redacted] number to indicate that items were shipped to her address. [redacted] also added that LifeWatch will cancel her services upon receipt of said shipped equipment. I ended that phone call and spoke with my mother on the matter and she indicated that she did not agree to such services nor did she receive any items from LifeWatch or other companies for any devices. I then, called [redacted] again on the same day at the 7133 phone number and passed on such information. [redacted] indicated that as far as they are concerned, [redacted]. agreed to the services and the equipment was delivered to her residence. He added that it would cost my mother approximately $500 to replace the equipment which would also cancel the services. Understanding that it was the only solution for your company, I asked [redacted] to send my mother a billing to cancel such services and all agreements/documents to what services/products my mother has allegedly received from LifeWatch. She has yet to receive such information.

When able, please send all requested information to my attention at my residence as noted above, so I may review and seek counsel.

Regards,

LETTER #2

xxxxxxxxxxxxxx

xxxxxxxxxxxxxx

February *, 2015

LifeWatch-USA [redacted]

RE: [redacted]

Dear [redacted]/Customer Service:

Pursuant to my previous letter dated 1/**/15, My Mother is now in receipt of a bill for $475.00 for lost/damaged product. However, I did not receive a full description of item nor the service agreements.

To repeat my request, please provide the following information:

• Service agreement and services that [redacted]. allegedly agreed to receive from your company.

• A full description of item(s) that was shipped to my Mother for such services that is now the subject of the $475.00 recent billing. My Mother remains adamant to non-receipt of any items from your company or any devices from other companies.

• Affirmation of cancellation of any services from your company.

When able, please send all requested information to my attention at my residence as noted above, so I may review and seek counsel.

Regards,

Enclosed: Letter #1

LETTER #3

xxxxxxxxxxxxxxx

xxxxxxxxxxxxxxx

February **, 2015

LifeWatch-USA [redacted]

RE: [redacted]xxx

Dear [redacted]/Customer Service:

Pursuant to my previous letter(s) dated 1/**/15 and 2/*/15, My Mother is now in receipt of a bill for a total of $579.85 for lost products as well as ongoing services. The absence in any written responses to my letters questions the legitimacy and operations of your company. But yet, you continue to bill my mother for services and collection monies.

To repeat my request, please provide the following information:

• Service agreement and services that [redacted]. allegedly agreed to receive from your company.

• A full description of item(s) that was shipped to my Mother for such services that is now the subject of the $579.85 recent billing. My Mother remains adamant to non-receipt of any items from your company or any devices from other companies.

• Affirmation of cancellation of any services from your company.

When able, please send all requested information to my attention at my residence as noted above, so I may review and seek counsel.

Regards,

Enclosed: Letter #1, Letter #2, POA

Letter #4

xxxxxxxxxxxxxxxx

xxxxxxxxxxxxxxxx

March *, 2015

LifeWatch-USA [redacted]

RE: [redacted]

Dear [redacted]/Customer Service:

Pursuant to my previous letter(s) dated 1/**/15 and 2/*/15, 2/**/15 My Mother is now in receipt of another invoice for $475.00 for another lost/damaged product for a grand total $1,054.85. At this point, I’m lost for words. You do not respond to my inquiries or provide the requested information, you continue to bill my Mother for services and now there’s a new bill for another lost equipment. You are obviously receiving my correspondences, since the last billing was sent to my home address rather than to my Mother.

To repeat my request(s), please provide the following information:

• Service agreement and services that my Mother, [redacted]., allegedly agreed to receive from your company.

• A full description of item(s) that was shipped to my Mother for such services that is now the subject of the $1,054.85 recent billing. My Mother remains adamant to non-receipt of any items from your company or any devices from other companies.

• Affirmation of cancellation of any services from your company.

When able, please send all requested information to my attention at my residence as noted above, so I may review and seek counsel.

Regards,

Enclosed: Letter #1, Letter #2, letter #3Desired Settlement: Stop billing my Mother for services and products she never agreed to or received. She has never received or signed any agreements. I myself, do not know what product was allegedly shipped to her nor what services. Their company website has multiple products and monitoring services

Business

Response:

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]

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 to thank [redacted] in addressing my complaint, closing my mother's account and accepting to take a loss on the equipment of $475 as well as the monitoring fees of $174.75 for a total of $649.75. I only ask Pam to confirm/clarify that my Mother, [redacted], is no longer responsible for any monies due to Lifewatch USA. The reason for the request for added clarity is that the most recent [redacted] billing dated 2/**/2015 indicated an outstanding balance of $1,054.85. Attach to this response is a copy of such a billing for additional reference.Regards, [redacted]

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

Sincerely,

Business

Response:

Good Morning:The attached invoice that was dated in February; I spoke to Terrence on March **, 2015 and assured him that I was closing the account and there will be no further billing attempts.Once again to confirm, [redacted]s account has been made inactive. There are no payments due to Lifewatch USA.I hope this resolves this Rejection.Sincerely,[redacted]Lifewatch 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: I was called by the company and was told one thing by the company and this was not the truth. I called the company to tell them about the call and was told by the rep that that was not what was said and I must by crazy to think that I feel that is not a way to do business and was totally upset set by this.Desired Settlement: I feel the least the company can do is refund the money.

Business

Response:

Good Afternoon:

I contacted [redacted] today to find out exactly what occurred, and she informed me that she believed that the Sales Agent had misled her. I explained to [redacted] that we are the Medical Alarm Company-we ship the equipment and monitor our 200,000 Subscribers; we are not the Sales Agency. There are 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, such as Lifeline and Connect America to name a few, purchase those accounts. There is a certain criteria that must be met in order for us to purchase the accounts. All sales calls must be recorded, and it must be confirmed with the Subscriber no less than 3 times that they understand what the service is, the monthly rate they will be paying, and they provide their payment information.

I also explained to [redacted] that some of the sales agencies run promotions or offer certain items to the Subscribers. In this instance, there was a complete misunderstanding regarding the $3,000 Grocery Coupons that were being offered by this Sales Agency. What the Sales Agent should have explained to [redacted] in a clear and understandable way is that she would be receiving a $3,000 Grocery Coupon Postcard with a User Name and Password. This would enable her to have access to $3,000 worth of grocery coupons that she could print out and bring to the Supermarket with her for reimbursement when she purchased those specific grocery items.

When [redacted] initially spoke with the Sales Agent, she interpreted it to mean that she would be obtaining $3,000 worth of groceries. She further stated that when she spoke with a Supervisor at the Sales Agency, that person treated her in a very rude and dismissive way. I assured [redacted] that we, as the Medical Alarm Company, would look into this further on our end. We will not tolerate or allow any Sales Agency to mislead our Seniors or treat them in a disrespectful manner.

I offered [redacted] a lower monthly rate for the service, if that would assist her in any way. However, she said she simply cannot afford the service at any rate at this time, and that she shipped the equipment back a day or two ago. I told [redacted] that as soon as our rental equipment is returned to us, we will make her account inactive; there will be no further payment attempts made on her card, and we will refund her payment of $34.95.

If there are any further questions or concerns, [redacted] can certainly reach out to me directly at ###-###-####.

Sincerely,

Review: My family used Life Watch Company for many years; we received the Medical Alert System in October of 2008. The account was carried under my mother’s name and I was the responsible party. Recently my mother went to the nursing home, because she could no longer walk and take care of herself. We had occasions that my mother used the alert system over the years mainly for falls. In early June I called the company and asked how I should return the machine to get my deposit back; (which they charged me the monthly fee of $39.95 on June [redacted]) and for the June payment that they had taken out of my account. So they told me how to return the machine so I returned the machine and wrote a letter with all of my information and a copy of the contract stating that they would return the $100 deposit when the machine was returned; they received it around June **, 2015. They indicated to me that they would return the money of the deposit and the June charge when they received the machine. The month of June passed by and I was giving them plenty of time to process and return the money. Then July *, 2015; they took another payment for the month of July; so I called them on July [redacted] and the person that I talked to said they could not see the account and that Kevin would call me back the next day. I did not receive a call; so I called and talked to Patrick and he told me that all of the money would be returned to me in 7-10 business days. So I waited again and called on July [redacted]; and spoke to Passa and again I was told that it would take 7-10 business days (because they were writing a check). So I waited again and on July ** I tried to call from my phone and they would not answer my phone number (it must have been blocked or something). So I called from my husband's phone and talked to Bob; he finally told me that the request had only been put in on July [redacted]. Bob was very rude and started shouting at me; and told me that the 10 days was not even up; the 10 days was up since they had requested the check, but I had been communicating with them since early June. When I got off work and went to my mother's house there was a check for $39.95 made out to my mother; which her name was not even on the financial part. August *, 2015 I tried calling from my phone but it will not even ring, so I tried my business phone (which I had called from that number previously) it rang 3 times and then it hung up on me; so at lunch I tried on my husband’s phone and it would not even ring—same as my phone.

Sincerely, [redacted]Desired Settlement: Please refund the deposit amount and the June amount; which will total to $139.95.

Business

Response:

Good Morning:We thank [redacted] and her family for their business all these years. I apologize if [redacted] felt she was treated in a rude way. I spoke with [redacted] this morning, and she informed me that she did receive a refund for the July payment, but not for the month of June. I explained to [redacted] that they were not due a refund for the month of June because the unit was received and made inactive on June [redacted]. Therefore, we could not process a refund for the month of June. [redacted] understood that, but told me she had not received the refund for the $100 Deposit that was paid to us at the time her mom signed up for the service. I told [redacted] she was absolutely entitled to that. I have already spoken with our Bookkeeper and the $100 Deposit Refund is being processed. [redacted] should have it within the next week.If there are any further questions or concerns, [redacted] can reach me directly at ###-###-####.Once again, we extend our best wishes to [redacted], and family.Sincerely,Pam C[redacted]Customer Relations ManagerLifewatch USA

Review: This complaint is on behalf of my father.

We had ordered a personal emergency device pendant for my parents from Philips Lifeline on July **, 2013, the system was installed on July **, 2013.

On August *, 2013 a similar box of equipment from LIFEWATCH Inc was delivered to his home. We had not contacted or ordered anything from LIFEWATCH Inc.

After some investigation, it appears that in the week between ordering and installation by Philips Lifeline, my father was cold-called by LIFEWATCH during which they took his billing information and personal contact/emergency details. They have since been charging him for service.

I have contacted LIFEWATCH a couple of times to request cancellation and an explanation of how they had setup the service that none of us had requested. They refused to process a refund and only said they'd cancel the contract and future charges. Today they did admit that they get referrals and buy lists of names from outside sources as a basis for their cold calls.

My concern is that they are calling elderly people, sometimes in a vulnerable and confused state. In my father's case, he knew there was something that sounded similar in process and he was convinced by LIFEWATCH to give over his information. The similarity in the name LifeLINE vs LifeWATCH can't of helped either.

I am waiting to hear from a manager at LIFEWATCH for some kind of resolution. But, after seeing the number of complaints on your Revdex.com search (73) and the recently resolved complaint registered through Business Consumer Alliance ( [redacted] ) I thought that a additional complaint registered with Revdex.com would be useful to others in a similar situation.Desired Settlement: We would like a RMA label for return of the equipment and a full refund of charges.

Business

Response:

Good Afternoon:

Review: Order Lifewatch pendant for my mother, [redacted] 2010. Price increase without notification or approval (increase of over $50.00). When I ordered Lifewatch on the phone, no mention (nor on the website or brochures received in mail)of a possible price increase. I was told I had to put a $25 deposit down, which I did. My mother did not want to use the device any longer so I notified Lifewatch. I was told I would still need to pay for the 911 service until the device was returned. NO ONE said I could not cancel; I understand not receiving my deposit back until the device was received at Lifewatch. I feel the advertising therefore is misleading. My mother returned Lifewatch early December, per Lifewatch it has not been received. I requested notification by email when device was received and I was told by the "customer service" person he could not do that, but only through a tracking number. NO ONE told me when I called Lifewatch to cancel, my mom needed a tracking number. Feel misleading advertising and extremely poor customer service.Desired Settlement: Request refund of $206.00. I requested cancellation of the device (911 service) at the time of billing-Lifewatch is refusing.

Business

Response:

Good Afternoon:

Review: I HAVE BEEN A LIFE WATCH CUSTOMER FOR OVER 3 YEARS AND PAY FOR MY LIFE WATCH SERVICE VIA QUARTERLY AUTOMATED BANK WITHDRAWS. IN MAY OF 2014, THE ALERT SYSTEM IN MY HOME FAILED, I CONTACTED LIFE WATCH AND WAS TOLD A REPLACEMENT UNIT WOULD BE SENT OUT BUT THERE WOULD BE NO COMPENSATION FOR THE TIME I WAS WITHOUT SERVICE. IT TOOK A WEEK TO RECEIVE THE REPLACEMENT UNIT AND WHEN IT ARRIVED, I CONTACTED LIFE WATCH TO ACTIVATE THE SYSTEM, THE LIFE WATCH OPERATOR DETERMINED THAT THE REPLACEMENT WAS SENT WITH A DEAD BATTERY AND COULD NOT BE ACTIVATED THEREFORE ANOTHER UNIT WOULD NEED TO BE SENT OUT. IT TOOK ANOTHER WEEK FOR THE SECOND REPLACEMENT TO ARRIVE. NEEDLESS TO SAY, I FOUND IT VERY CONCERNING THAT I WAS PUTTING TRUST IN A COMPANY THAT HAS PROVEN TO BE VERY UNRELIABLE.

I VOICED MY CONCERNS VIA THE TELEPHONE AND WAS OFFERED A FREE MONTH OF SERVICE FOR MY INCONVENIENCE. THE ONE MONTH CREDIT WAS TO BE ISSUED FOR JUNE OF 2014. I WAS ALSO TOLD THE MONTHLY FEE WAS TO BE ROLLED BACK TO THE PRICE I PAID WHEN I FIRST SUBSCRIBED TO THE SERVICE. WHAT I WASN'T TOLD WAS THAT THESE OFFERS WERE ONLY VALID IF I SIGNED ANOTHER 2 YEAR CONTRACT WITH THE COMPANY. THERE WAS NO MENTION OF A NEW CONTRACT REQUIREMENT, THE CONTRACT SHOWED UP IN THE MAIL.

CONSIDERING THE INCONVENIENCE I ENDURED AND MOST IMPORTANTLY THE TWO WEEK SPAN OF HAVING NO PROTECTION, I DECIDED TO DISCONTINUE MY SERVICE WITH LIFE WATCH. I DISCUSSED THE ISSUES WITH MY FAMILY AND IT WE AGREED THAT THE COMPANY IS NO LONGER RELIABLE. THERE IS NO EXCUSE FOR A COMPANY WHO CLAIMS TO PRIDE THEMSELVES ON PROTECTING SENIORS AND SENDS OUT A FAULTY PIECE OF EQUIPMENT WITHOUT TESTING IT FIRST.

MY ACCOUNT AND MONTHLY FEES ARE CURRENT AND I WAS PAID UP UNTIL JUNE *, 2014. SINCE I ALREADY PAID FOR THE MONTH OF MAY, I AM REQUESTING A REFUND FOR THE TWO WEEKS I WAS WITHOUT SERVICE. THE LAPSE IN SERVICE WAS TOTALLY DUE TO INFERIOR MONITORING EQUIPMENT. I HAVE RETURNED TWO MONITORING SYSTEMS BACK TO LIFE WATCH ON 5/**/14 VIA PRIORITY MAIL. I ALSO RETURNED THE CONTRACT AND WITH NOTIFICATION THAT IT WAS REFUSED. I CALLED LIFE WATCH TO MAKE THEM AWARE THAT I WOULD NO LONGER BE DOING BUSINESS WITH THEM AND WAS ADVISED TO RETURN THE EQUIPMENT.Desired Settlement: I WANT A REFUND FOR THE TWO WEEKS IN MAY THAT I WAS WITHOUT SERVICE.

Business

Response:

Good Afternoon:

I spoke with [redacted]'s daughter, [redacted], today. She explained that she was not pleased with the Customer Service Representative she spoke with. I apologized to [redacted], and told her I completely understand her frustration. Disciplinary action has been taken in reference to the Customer Service Representative. In addition, as soon as our rental equipment is returned, a refund for $24.95 will be processed for [redacted].

I assured [redacted] she can reach out to me directly at ###-###-#### with any further questions or concerns.

Sincerely,

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 APPRECIATE HEARING FROM THE COMPANY AND AS SOON AS MY MOTHER RECEIVES THE REFUND OF $24.95 I WILL CLOSE THE CASE WITH THE Revdex.com. TWO NON-WORKING RESPONSE UNITS WERE RETURNED ON MAY **, 2014, BOTH WERE SHIPPED VIA USPS PRIORITY MAIL (I HAVE USPS RECEIPT FOR RETURNS). PER LIFE WATCH INSTRUCTIONS, I WAS TOLD TO WRITE REFUSED ON THE BOX OF ONE UNIT AND THE OTHER WAS RETURNED WITH THE PREPRINTED SHIPPING LABEL LIFE WATCH PROVIDED TO US.

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

Sincerely,

Business

Response:

Good Morning:

I am very confused by this rejection. As I explained to [redacted]'s daughter) when we spoke, once our rental equipment was returned, we would process a refund check for one month of service, $24.95. The Medical Alarm Equipment was received in our office and [redacted]'s account was made inactive on 6/*; the refund check has been processed, and [redacted] should receive it within a few days.

I may be reached directly at ###-###-#### or via email [redacted], if there are any further concerns.

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,

THE RESPONSE WAS REJECTED BECAUSE I WAS WAITING FOR CONFIRMATION THAT THE EQUIPMENT WAS RECEIVED AND A REFUND CHECK WAS ISSUED. THANK YOU [redacted] FOR TAKING CARE OF THIS MATTER.

Review: I am filing this complaint on behalf of my mother because of solicitation practices. In my opinion and that of our family, it seems that this company solicits seniors with no regard to their mental health. To give you some background. Our mother has been diagnosed with [redacted]. In November of 2012 she was still living alone as we prepared to move her into independent and now assisted living. While living alone, we assume that she received a call from [redacted] (currently under the name Lifewatch). We again assume that during the conversation she was convinced that a [redacted] pendant to wear around her neck would be a wonderful, potentially lifesaving thing for her to have. She pulled out a card from her wallet and gave up the card information. The console and pendant arrived and remained in the box until we discovered it during the move. The charge was not noticed until recently, as it came out of an [redacted] account that is not monitored by family. For the past 2 years she has paid out a monthly connection fee of up to 90+ dollars for a device she has never used! I find it appalling that a company would solicit a woman in her **'s over the phone, with no knowledge of her medical or mental condition. It gives me great concern to think that many seniors who have absolutely no family to watch over them could be taken advantage of in such a way. Someone, somewhere within this company must have the ability to notice when a console has not been activated or at the very least realize that many typical **+ year olds will not understand how to connect or operate these devices without assistance! To add insult to injury. When I called to try to stop payments on the device I was informed that payments would stop only after the console and pendant were returned provided everything was included in the box. After 2 years of monthly payments for a device that had never been activated I would think it has been paid for a few times over by now.Desired Settlement: A partial refund for services not used would be wonderful but unfortunately not anticipated due to the nature of this business.

Business

Response:

Good Aternoon:I would like to clarify a few items in order to resolve this Complaint. I left a message for [redacted] to please contact me directly at ###-###-#### to further discuss. Lifewatch USA has been in business for 34 years and is a Revdex.com Accredited Agency with an A+Revdex.com Rating. We serve 200,000 Subscribers Nationwide. I have been with the Company for 13 years; we have never gone by the name [redacted], 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 [redacted] and [redacted], 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 purchased. All sales calls must be recorded. It must be confirmed with the Subscriber no less than 4 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 25 minutes. It is assumed that if a person lives alone, has a lucid 25 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.[redacted] ordered the Service on 12/**/13, and the equipment was delivered on 1/*/14 at [redacted] per [redacted] Tracking #[redacted] stated in her complaint that the order was placed in November 2012. Perhaps, [redacted] placed orders with two different companies one year apart. Upon receipt of this Complaint, I contacted our Shipping/Receiving Department and was informed that [redacted] had, in fact, returned "[redacted]" (not Lifewatch USA) Medical Alarm Equipment. Since this was not our equipment, it was sent back to [redacted] Tracking #[redacted]). At this time, our Medical Alarm Equipment that was delivered one year ago has not been returned. That equipment is valued at $475. 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 $475 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 [redacted]'s account. There will be no further attempts at billing. If [redacted] is able to locate our Medical Alarm Equipment, we will provide a Return label, as well.Once again, [redacted] should feel free to contact me at ###-###-####.Sincerely,[redacted]Lifewatch 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,