Lifewatch, Inc.

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,

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: 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 secured a "no charge life alert system from MedGuard Alert in Nov/Dec from a phone solicitation for my mother, [redacted] who is on a walker. I questioned the shipping, use of the equipment and how I would know she received it and they stated when she connected it, it would be active. However, they failed to mention that they machine was leased and charged for once it was delivered,by UPS/FEDX tracking but not signed for. There were two shipments of the product according to LifeWatch as she connected but they couldn't hear her and sent out a new unit which as far as I can tell was never received by her. It was left at her front door which is almost never opened as she lives alone and access is granted to her through, her garage which she operates. Unfortunately, LW's delivery was 1-7. Her husband died on 12-**-2013 and it could have been stolen, as she was staying with relatives, and his funeral was not until January **, 2014. During my various conversations with the company and it's staff, it was stated that this second unit was never activated. However, in May the company called her and collected an outstanding balance for 2 months fees from my credit card. BUT INTERESTINGLY ENOUGH, FAILED TO ASK OR NOTIFY HER ABOUT INSTALLING THE UNIT, STATING THAT WAS NOT THEIR RESPONSIBILITY AND, [redacted], A [redacted] REPEATED THAT TO ME. HE SAID FOR ALL THEY CARED, IT COULD SIT IN THE GARAGE AND THEY COULD CHARGE US FOR IT AS IT CAME ACTIVATED.During my various calls trying to get them to give me credit for a not received/activated unit. I found LW was billing my credit card ending [redacted] & recurring fees on her credit card [redacted],& a Chase bank draft on her acct [redacted]. 3 charges for 2 units she supposedly received.The company advertises helping people keep the quality of life. It appears that they are taking advantage of elderly, when the units aren't connected and they don't even advise them. This qualifies as a perfect scam.Desired Settlement: I want this money refunded to my mother and this company to issue a public announcement telling all leases that they will be billed regardless, of signing for the product and/or activating it.The unit I order was to be free with the telephone solicitation; however, I was charged $69.90. All my amounts have been refunded by my credit card, and my sister, nor I could find any unit at her home. However, I do acknowledge her receiving a faulty unit.By copy of this complaint, I am notifying AARP.

Business

Response:

Good Morning:

[redacted] and I had a most pleasant conversation on 7//*/14 where I explained to her that we are the Medical Alarm Company, not the Sales Agency. We have been in business for 34 years, have 200,000 subscribers Nationwide, and are a Revdex.com Accredited Agency with an A+ rating. There are, however, sales agencies across the country that sell the Medical Alarm Service and we as the Medical Alarm Company, along with all the others such as Connect America and Lifeline, to name a few purchase those accounts. It must be confirmed no less than 3 times during the Sales Conversation that the Subscriber understands what the service is, how much the monthly monitoring fee is, and they provide their payment information at that time. All calls are recorded.

We charge the subscriber's account when we ship our equipment to insure that future payments will clear. The only charge is the monthly monitoring fee ($34.95 per month). Although we process the initial charge upon shipment, the subscriber's billing cycle does not begin until 40 days after the unit is shipped. This gives our Subscriber ample time to receive the unit, and connect it before they are charged again. In terms of [redacted] stating that we charged $69.90 for the equipment, that is incorrect. That charge was for 2 months of monitoring at $34.95 per month, because 2 credit card payments were declined.

We spoke to [redacted] on 12/** regarding the first unit that had been delivered to her. She said that the communication with the Monitoring Center was loud and scratchy. We told her we would ship out a replacement unit to her, but in the meantime, her unit was working fine in terms of us receiving a signal if she had an emergency. Communication is secondary to us because many times in an emergency situation, our subscribers are unable to communicate with us. As long as we receive a signal from anywhere in their home or on their property outside, help is on the way. Therefore, in terms of [redacted], she had a working unit that sent signals to our Monitoring Center.

The second unit was delivered to [redacted] on 1/*/14 per the UPS Tracking #[redacted] explained to me that [redacted]'s husband has passed during that time period, so that unit could have been misplaced or stolen. We are currently processing a UPS Claim for that device.

Our units are valued at $475, and at this time, we have not received either unit back. Our policy is to charge for the service until our rental equipment is returned. In the interest of excellent Customer Service, I told [redacted] that we would send [redacted] a return label and will refund 3 payments of $34.95 per month for a total of $104.85 upon receipt of the first unit. We will accept the loss of our other unit.

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

Sincerely,

Review: My 86 year old mother was talked into giving her bank account number over the phone for an alert system which she received. Having bouts of demencia, she received the unit but did not know what it was and who sent it. After placing aside for over a year and never knowing what the device was for, she just forgot about it. Meanwhile, while never being activated, money was taken from her account. Now that she is on her death bed, I was going through her belongings and found two of these machines. I have sent the two machines back, but have not received any answer, as of yet. My complaint is the practice of calling people over the phone and soliciting account info, not knowing what state of mind they are in. Some people have a nack for getting older people to go along with them. I am now in the process of getting payment stopped. She has been paying for over a year, now and the machines have never been tested. Don't you think someone should have contacted her or a member of the family within a year? Seems a little shady.

Thanks for listeningDesired Settlement: return money for a service that was never set up . Also , the paperwork in the box had the wrong phone number.

Business

Response:

In response to this Complaint, I spoke with [redacted] this evening. I explained to him that there are Sales Agencies across the country that sell the Medical Alarm Service. We, as the Medical Alarm Company along with all the others, such as Connect America and Lifeline, purchase those accounts. All calls are recorded. Paul's mother, [redacted], had a 25 minute conversation with a Sales Agent then an Order Confirmer on 9/**/12, where she confirmed 3 times that she understood what the service was, that the monthly monitoring fee would be $34.95, and she provided her payment information. The Medical Alarm Equipment was delivered to her on 10/**/12.

Review: [redacted], my mother, a 76 yr old was solicited by phone for this alert system(endorsed by celebrities?)by LifeWatch. The information was not clearly relayed to her, and she foolishly gave out her credit card number for the product. Embarrassed and not wanting to tell her family, she did cancel her credit card to prevent further charges after $39.00 had been collected by them. The service alert monitor was not installed and tested through LifeWatch, the Service agreement was not signed or returned to them, and the Subscriber and Responder form was not filled out or returned to them. In late November, since my name and number was given over the phone to be a contact in case of emergency, I received a call about delinquent charges. When I responded that I had never heard of such a product being solicited over the phone and requested an itemized statement of what was delinquent, the individual hung up. Then my mother received letters that the account was turned over to a collection agency- Harmonious Enterprises- which is located at the same address [redacted]. An itemized bill was never received. The monitoring device will be sent back to LifeWatch via certified mail on 1/**/14. How can a company charge for a service without a signed agreement, without testing out the service to see if it works, or obtaining the medical contact information needed in order to provide the emergency response the service is supposed to provide? This appears to be scam that prays upon the elderly!! I have never heard of a service like this soliciting individuals over the phone!Desired Settlement: The desired outcome is a letter of apology, a refund of the original charges, and removal of additional charges that were made that were turned over to their own collection agency, and clearance of name from collection agency.

Business

Response:

Good Morning:

Review: my credit card was billed even though I never received any solicitation from this company. If I had, I would not have even considered buying their product. I called the company to ask how my card even got billed by them and was hung up on by customer serrvice. I had to have my bank charge back a charge of 34.95. noW I have a letter regarding a payment due to the collections department. GET MY NAME AND CARD INFO OFF YOUR LIST; THIS IS FRAUDDesired Settlement: GET MY NAME AND CARD INFO OFF YOUR LIST; THIS IS FRAUD

Business

Response:

Good Morning:

Review: LifeWatch ([redacted]) phoned to sell life alert system. I cancelled the order but the item billed to my checking account. Credit still not recvd.

LifeWatch ([redacted]) phoned on 10/**/13 to sell a life alert system. I was in the process of telling them I did not wish to complete the transaction. I was placed on hold and then disconnected. I called back the next day (10/**/13) and cancelled the order. Three days later (10/**/13) the item billed to my checking account. I phoned them on 10/**/13)and was informed the cancellation was in the system and credit was pending. I called again on 11/*/13 and spoke to [redacted] who indicated he was in Connecticut. He said the request for credit had never actually been processed. He told me he submitted it and I was welcome to call back to follow up. On 11/**/13 I called [redacted] to follow up. He said the credit was processed on 11/*/13. As of 11/**/13 the credit has still not been issued.Desired Settlement: I would like to receive full credit for item that was cancelled but billed anyway. Item was never shipped.

Consumer

Response:

It is acceptable to resolve complaint ID [redacted]. Company has issued full credit as requested.

Sincerely,

Review: I am the Power of Attorney for [redacted] is my 95 year old Aunt. Life Watch USA was contacted by phone on approximately 1/**/2014 to inquire about the Life Watch USA and the monthly service cost. At this time the person on the phone set up a time with [redacted] to set up an installation appointment. When the service installer came to her home an explained that he would drill holes in her walls to mount electronic devices she told him she did want the service. At this time she called me and I immediately drove to her home. She explained to me she did not want anything mounted on her walls and did not want the service. The service man left the premises without installing any devices. No contract was signed by [redacted].

The next billing cycle of Discover included a charge of $34.95 from Life watch USA,,[redacted]. The last Discover bill she recieved included the original amount plus an additional $34.95 plus a late fee of $26.00. [redacted] has not authorized and charges to Discover, she does not know how her card ID number was aquired. She has recieved no services from Life watch USA and does not want their services.

She received an invoice dated 3/**/2014 stating that she owed Life watch USA $34.95 and a Life watch USA 24 month contract dated 1/**/14 that was unsigned and requested her to sign an return.Desired Settlement: We expect Life watch USA to pay or cancel any and all charges with Discover that have been invoiced to [redacted], and any and all charges that have been invoiced by Life Watch USA to [redacted].

Business

Response:

Good Afternoon:

I tried to reach [redacted] at the number listed on the Complaint, but it does not go through. Therefore, I emailed him at [redacted] explaining that Lifewatch USA does not install the Medical Alarm Equipment in Ohio where [redacted] resides. We shipped the equipment to [redacted] per UPS Tracking#[redacted], and it was delivered on 1/*/14 at 1:19PM.

In addition, no drilling is required for the Medical Alarm Equipment. The base unit sits on a night table, coffee table, kitchen table, etc. and the unit is plugged into an electrical outlet and phone jack. No drilling is necessary, nor is wall mounting recommended. Perhaps [redacted] ordered an additional unit from another Company. No one from Lifewatch USA scheduled an appointment for installation with her.

At this time, we are sending [redacted] a Return Label, and her account will be made inactive upon receipt of our rental equipment.

I may be reached directly at ###-###-#### or [redacted] if there are any additional questions or concerns.

Sincerely,

Lifewatch USA

Review: Dec, 2013 I was contacted by Life Watch USA and was told that my Dr., had referred me to them Since I had been thinking about getting a system I thought it was legitimate. I was told the first month had been paid for and I could check out the equipment for free. I did not authorize any payments. I had forgotten about them until a package arrived January [redacted]. Inside the package was an authorization letter for me to sign. I don't know how they had gotten my wife's credit card number but they had it. I check the bill and they had already charged us two weeks before the package had even arrived. I have been calling their office but can never get through. Today my daughter left them a message and I have started a dispute and blocked further charges on the credit card but am baffled at this fraudulent behavior for a product that could be useful.Desired Settlement: I want them to send a return shipping label and refund the amount charged to my wife's card before we had even seen the product.

Business

Response:

Good Morning:

Review: Approximately mid June, 2013,someone called me from the above and explained Life Watch box program. He stated the box was free but I had to pay "29.99 per month" for the service and that I could cancel a anytime. I said"Okay" and gave him my bank routing number and account number. He kept asking if I had a credit card that I could put it on and I said "No."At present, Ihave never received the box and they wnt into my bank account and took$39.90 out of my bank account! I have called several times and one lady said the representatives are busy and they will call me back. Now that was 7/**/13. I called again today at 10 AM Eastern Daylight time and the recording state that "You can not leave a message."call myDesired Settlement: STOP TAKING MONEY OUT OF MY ACCOUNT DUE TO THE FACT THAT I HAVE NEVER RECEIVED THE BOX!

Business

Response:

In response to this Complaint, [redacted] ordered the service on 6/*/13; however, she asked us to postdate it and not put the charge through until 7/*/13. She wanted to pay through her checking account, and it was explained to her that it does take about 5 to 7 business days for the payment to clear once it is processed. It was further explained that we could not expedite her order until the payment cleared. Her payment cleared on our end on 7/**/13. We always put the initial payment through before the equipment is shipped to insure that future payments will clear. However, the actual billing cycle does not begin until 10 days after the equipment is shipped. In other words, we were set to ship the equipment on 7/**/13, so her billing cycle would have begun on 7/**/13 and run through 8/**/13. We give our subscribers time to connect the unit, test it, and process the paperwork before the billing cycle will begin.

Review: I returned their medical equipment and they received it on September *, 2015 at 9:57 am. I was told by a customer service rep Jeanne no# [redacted] on 9/**/2015 I would be receiving an refund of $70 within 7-10 business days. When you call some of the customer service reps are so nasty. When I call I give them my name and my customer reference no#. I had my number listed but it wouldn't send the complaintDesired Settlement: Just want my refund back and we will be done. I wouldn't refer them to anybody.

Business

Response:

Good Morning:I apologize if [redacted] felt she was treated in a rude way. We pride ourselves on Customer Service, and I will certainly look into this and address it immediately.In accessing [redacted] account information, the unit was received and her account was made inactive on 9/**/15. A refund check in the amount of $34.95 was sent to Joyce on 10/*/15 in the amount of $34.95.If Joyce has not yet received the refund check, it would be appreciated if she reaches out to me directly at ###-###-#### or via email [redacted].Thank you.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: My mother, [redacted], ordered a life alert type device from Life Watch USA. She lives alone and wanted the device in case she fell. She received the device after giving the company her credit card information in May 2013. She decided that she did not want the device. It was never activated. She tried to return the device in June 2013 using UPS. The device was refused by the company and returned to my mother. They have continued to charge my mother since May a "rental fee". The device was again returned via UPS today after they contacted my cell phone to tell me that my mother's credit card would not accept their charge. I called to complain and request a refund of my mother's money since June 2013. I was told it is a "rental fee" that must be paid even if the device was not used while it is in the person's possession. I reminded them that my mother had tried to send it back and it was refused by them. Of course they have no record of that. They would not let me talk to a [redacted].Desired Settlement: The company should refund my mother the entire amount charged to her. I do not know that amount at this time.

Business

Response:

Good Morning:

Review: Lifewatch USA told me on the phone that a relative told them I needed a health home monitoring device (not true). They said they sent me the device but I do not have it (or need it).

They started billing me $34.95 every month for the monitoring service, I did not notice it on my credit card for several months.

I called to have it canceled, and they said I had to pay $300 for a "lost device" fee. I paid this fee on 11/*/2015.

I am still being billed $34.95/month.

They do not answer their phone.Desired Settlement: Stop billing my card!

And refund at least the two months of $34.95 charges since I paid the (ripoff) settlement fee.

Business

Response:

Good Morning:I left a message for [redacted] for her to please contact me. In the meantime, I wanted to apologize to [redacted] for being charged after she paid the lost unit fee. We received [redacted]'s check for $300 for the lost unit on 11/**/15, and her account should have been closed at that time. She was charged on 11/**/15, and a refund of $34.95 is due her. In terms of [redacted] never ordering or receiving the unit, she ordered the service on 5/**/15 and gave her payment information at that time. The unit per [redacted] Tracking #[redacted] has confirmed delivery. If [redacted] could please look around the house for it and is able to locate it, we would be happy to refund the $300 for the lost unit fee. [redacted] should feel free to contact me directly at ###-###-#### and can rest assured that her account has been closed, there will be no further billing attempts, and a refund of $34.95 will be sent to her.Sincerely,Pam C[redacted]

Consumer

Response:

Thank you for getting a response from the business in reference to complaint ID [redacted]. I consider the matter resolved, though I cannot use the term "satisfactory". The company used tricky sales call methods to get an order from an 85-year old, and then charged a $300 lost device fee for what was probably a $10 gadget. However I am pleased that my credit card will not be charged $35/month anymore (already paid 6 months of that in addition to the $300) for something I never used. Thank you very much.

Sincerely,

Review: I sent LifeWatch a payment for $269.70 on February * to cover the entire amount due at that time. I also included a notice with that payment asking them to please discontinue the service that they were providing me at that time. This letter also asked them to no longer send me bills requesting any additional payments.I received another bill from them in March requesting another payment of $44.95. I sent a notice telling them that my reason for sending them a payment of $0.00 was because I had requested that they discontinue service and to send me no more bills requesting payments.I have again received a bill from them requesting a payment of $44.95. It shows a payment due date of May **, 2015. I am going to send them the invoice, no payment included, and a notice to please discontinue service. It will also be requesting that they send me no more future bills.Desired Settlement: I would like you to please inform them that I have already sent them the entire amount due in February. It included a letter requesting that they discontinue service. It also requested that they discontinue sending me any future invoices requesting payments.Please make them aware of the fact that they were already sent another notice in March, telling them that no payment was sent and that another notice was included at that time. I should not have received this most recent bill.

Business

Response:

Good Afternoon:I tried to reach [redacted] and was unable to leave him a message. He is correct in that we received his payment of $269.70 in February, which brought him current with his payments at that time. However, we have not received our rental equipment back; therefore, the monthly Monitoring Charges are still being processed. An account cannot be cancelled until we are in receipt of our Medical Alarm Equipment. He can feel free to reach out to me directly at ###-###-####. I would be happy to resolve everything for him, if he would like to continue the service. I can even offer him a rate reduction if that would assist him. If he does want to cancel the service, the base unit and all components must be returned to:Lifewatch USA[redacted]At that time, his account will be made inactive, and there will be no further payment attempts.I look forward to speaking with [redacted].Sincerely,[redacted] Lifewatch USA

Review: The product/service is a home health alarm necklace. Last December (Xmas Day) I had a problem and no one answered. I called the next day and cacelled the service 12/**/12. I returned the system promptly. I have quarterly billing and I paid the1st quarter, and when they kept billing me I called them to stop. They agreed. Just got a letter from the collection agency for $104.85 .. I have no idea what that amount is for. They claim they never got the machine back which is a lie.Desired Settlement: Stop the billing and cancel the payment request. Not only don't I owe them, but I overpaid them for a quarter that I didn't use the service. I have had a new medical alert service since January 2013.

Business

Response:

Good Evening:

Review: on Aug.[redacted], 2013 I was called about a lifewatch system so that in an emergency I would be able to summon help if needed. they (lifewatch) then debited my account for 34.95 for the system, and 9.95 for the shipping. When I got the system it was used, it had a letter in from some other customer, some of the info was missing, so I called and talked to [redacted] @ 1:00 p.m. Said I was Sending unit back needed shipping label.. On 9-*-2013, I called again for shipping label, and was told as soon as they received the equipment back, they( lifewatch) they would refund my money. The system was never set up or turned on or activated. Today, 9-**-2013, I called and talked to [redacted] and he said the unit was received on Monday and that he would call accounting to process my refund. that was about 10:30 am. I then called again at 4:15 pm, and was told by [redacted], supposedly a [redacted] that I was not entitled to a refund due to the fact it took so long to get back to them.. So now they have their system back, it was never activated or plugged in , my money and she says they get to keep my money. I did tell her that it was [redacted] and she told me not to swear I then got even more irrate and she wouldn't even let me finish a sentence before trying to cut me off or threatening to end the call. I told her I would file a complaint with the Revdex.com and get an attorney and sue. To me this is total extortion. I never used it and never activated it . And yes I did get loud because she was being ridiculous by not letting me finish a sentence. I am on fixed income and $44.90 is a lot of money to me. I don't have money like that to throw away.Desired Settlement: I want at least a $34.95 refund back for the return of the equipment. I don't care if they keep the 9.95 for the shipping.

Business

Response:

Good Afternoon:

Review: I am filing this complaint on behalf of my mother. She is 77 years old and having memory issues. In short, my mother may have signed up for this service back in 2012. I say may as she does not remember doing so. The service is one of those wearable devices that people if they fall can push a button and the system will call for help, such as medical or police. The system includes some home equipment and a monitoring service. The monitoring service is a monthly charge.

[redacted] has paid $114/mo for a service since 2012 for a service she have never received. She has never set up the system, she has never used the system and does not recall ever receiving the equipment (mind you, she has memory issues and may have, but I've searched her house thoroughly several times and have never found the equipment or packaging. There is no system attached to her phone. I have called the company several times over the last 6-8 months to cancel the billing and they refuse to do so. They say they will only stop billing my mother for the monthly monitoring service (that she has never used) until she either returns the equipment or pays $475 for the value of equipment she does not have. She does not have the equipment, and has never used the service yet has paid over $2000 to this company...and they refuse to stop billing her!

They did offer to send another system out and start her on a new contract but giving how they treat their customers that seemed foolish. I have no desire to pay for two on a contract they will not cancel. They also said they called in Aug of 2014 for updated credit card info from my mother, which she likely gave them. She has no memory of doing this, but I have had to call a cancel a few things she ordered off of late night television. Again, she is elderly and showing signs of [redacted]. We have taken step to protect her, but it is an extremely difficult task to give the elderly the freedom they desire, but the protection they need. Predatory business practices are not helpful.

The company website www.lifewatch-usa.com advertises that the system sends out periodic test calls to check the system. They highlight this as a key feature. This is obviously untrue as they system was never set up (never received it), and any test call would have failed. This is false advertising. They are charging my mother for a system she never received, set up, or used. And their own advertising says they send test calls, which they obviously don't. She is paying for a system that doesn't do what they say it does.

I asked for a copy of the signed contract my mom allegedly signed saying she owes them or agrees to pay them $475 for the system if she does not continue with the service. They refused to do so until AFTER I paid the $475. I asked for proof they even sent my mother the system and they gave me this [redacted] tracking number: [redacted] does not recognize this number. As such, there is no evidence of my mother ever receiving the equipment. I asked to speak to company managers and was only passed onto voicemail and as of this moment, no call backs.

This company, at least at the customer support level, is corrupt. They refuse to send any proof of my mom even entering into a contract with them or receipt of their equipment. They refuse to stop billing her for a service she has never used until she pays for equipment she never received or used. At the very least, separate the monitoring services (that they aren't doing) from the equipment issue.

My mother will be 78 in March. She lives on a fixed income. I am her son and primary caregiver. I need this company to stop its corrupt, predatory behavior.Desired Settlement: I would be satisfied to just cancel the contract with no more money owed or even returned. However, the more I think about their predatory actions, I would like more than that. They advertise their system as sending periodic test calls to assure the system is working properly. They have never called the house and the system isn't plugged in so there is no way they could have performed any system checks. So, my mom paid for a non-working system. I think she should be refunded all of the fees associated with the flawed and non-working monitoring system. That is $114/month since 2012. I would settle for $2,800 for past payments.

Business

Response:

Good Afternoon:I left a message for [redacted] to contact me to discuss [redacted]'s account. [redacted] had ordered the service on 8/**/12; she had also ordered an extra Medical Alarm button for her husband, [redacted]. At the time she placed the order, she confirmed no less than 4 times that she understood what the service was, what the monthly payments would be, and she provided her payment information. In terms of [redacted]'s statement regarding the Tracking #[redacted] not being valid, it is 18 months later, and [redacted] does not provide tracking information after such a long period of time. The equipment was delivered to [redacted], and there have been a number of phone conversations with her. In fact, she updated her credit card information on August **, 2014. In addition, we have never charged a Subscriber $114 per month. [redacted] claims that [redacted] does not have our rental equipment at this time, which is valued at $475. In the interest of excellent Customer Service, we will accept the $475 loss for our Medical Alarm Equipment and will make [redacted]'s account inactive. There will be no future billing attempts. If [redacted] would like to speak with me, he can reach me directly at ###-###-####.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and, although I disagree with some of the statements made as being factually inaccurate, I find that this overall resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Had the account canceled and closed in 2015. Just had them surprisingly take 119.85 out of my account.Desired Settlement: I would like them to refund my money and stop taking money out of my account for a service I canceled and have not used for a year now.

Business

Response:

[redacted] called in and a refund has been issued. Her account was billed in error when we switched billing systems and we apologize for the error.

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

Lifewatch deducted 119 dollars from my account and reimbursed me only 79 dollarsi want the forty dollars I am owed

Review: I purchased a medical alarm service for my 90 year old mother who lives alone. The account is actually in her name, [redacted] (acct # [redacted]). I set up payment to be made monthly from my credit card. As soon as they started billing me I also started being billed for another service under the name of [redacted] or [redacted]. I never ordered any service from this other company yet they are billing me every month for $14.99 on my credit card. I have been unsuccessful in contacting this other company to ask why they are billing me for a service that I never ordered. There is no question in my mind that this other company got my credit card information from Medical Alarms and that there is likely some kind of business relationship between the two companies. I have also been unsuccessful in getting Medical Alarms to return my phone calls to discuss this matter with them.Desired Settlement: To have this other company [redacted] or [redacted] to stop billing me for a service that I never ordered.

Business

Response:

Good Afternoon:

I spoke with [redacted] yesterday, and I explained that we are the Medical Alarm Company, not the Sales Agency. We ship our equipment and monitor our 200,000 Subscribers Nationwide. We have nothing to do with Smoke Detectors, nor would we ever provide any other company with a Subscriber's credit card information. We have been in business for 34 years and are quite proud to be a Revdex.com Accredited Agency with an A+ Rating.

I further explained to [redacted] that there are Sales Agencies across the Country that sell the Medical Alarm Service. We as the Medical Alarm Company, along with all the other Med Alarm Companies, such as [redacted] and [redacted] to name a few, purchase accounts from the Sales Agencies. There is a certain criteria that must be met. All calls are recorded, the Subscriber must confirm no less than three times that they understand what the service is, how much they will be paying, then the Subscriber provides the Sales Agent with their payment information. We will investigate with the Sales Agency what [redacted] claims regarding being charged for the Smoke Detector, and we will get involved to make certain [redacted] will no longer be charged for that item which was never ordered or received.

Customer Service is the most important aspect of our business, and we will not permit our good name and reputation to be damaged by a Sales Agency. We take this Complaint very seriously, and will proceed further in terms of what transpired between the Sales Agency and the Smoke Detector Company.

[redacted] stated that he is very pleased with the Medical Alarm Service we are providing for his mother. I assured him that Customer Service is the most important aspect of our business.

If there are any further questions or concerns, I may be reached directly at ###-###-#### (cell) or ###-###-####, ext. [redacted] (work).

Sincerely,