Lifewatch, Inc.

Review: An alarm service was already being debited when a 2nd debit started appearing. The debits have the same phone # ###-###-####. No equipment was received nor found for the Lifewatch claim. They will settle for $300, but have debited $79.90 to date under the name Lifewatch. We are also being debited by [redacted] $119.80 to date. We did locate a piece of their equipment. They also want $300. The user passed away March *,2015, and we would like the debits to cease. We feel these company(ies) take advantage of the elderly and their bereaved relatives.Desired Settlement: Cease debiting the bank account. Accept money already paid as account fulfillment.

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.In a phone conversation Friday, April *,2015, Life watch has conceded it is a sister company with [redacted] and will no longer debit our checking account or pursue further monies. [redacted] has debited our account for $150 on April *, 2015,to settle this dispute.

Sincerely,

Review: I had talked to a woman [redacted] on the phone on 5/**/2014. I had talked to her regarding Medical Alarm Systems. She gave me a phone number ###-###-#### M-F 10-6 EST. After a few weeks my husband had been on unemployment and it stopped. I had applied for SSD in 2011. We had no money coming in and I tried to call this number for several weeks turning into months and couldn't get a hold of [redacted]. I wanted to cancel since I never hooked up or used the system. I wanted and needed my money back that was taken out of my bank account each month. I finally opened the box and got the number for Medical Alarm Systems. I spoke to [redacted] and I was very frustrated and rude after he told me there was no refund possible. I then asked him for the company [redacted]'s name and he didn't know it. He sent me to his [redacted]'s voicemail. His name was [redacted] and I left a message. I searched the internet and found the [redacted]'s name and number. When I called it I got the same [redacted] I spoke to early and hung up. I have been in and out of the hospital and my husband isn't working. We have no money coming in and are broke. This 34.95 charge continues to come out of my bank account and the service charges are piling up. All I want is a refund of the money charged to my checking account. I will send the equipment back. Please help me resolve this. I never signed any paperwork. It was in the box when I opened it and never signed or sent it back.Desired Settlement: 34.95 X 6 equals 209.07 this is not a lot of money but it means everything to me.

Business

Response:

Dear [redacted],

I am in receipt of the complaint filed by [redacted]. This is not our company. I would suggest that the complaint be sent to the address on the attachment. Our Company's name is Medical Alert not Medical Alarm Systems and we are in Pennsylvania, not New York.

If I can be of any further assistance, please don't hesitate to contact my office.

Sincerely,

Medical Alert

Business

Response:

Good Afternoon:

The rental equipment [redacted] had ordered for the Medical Alarm Service was delivered to her on 5/**/14. We did not receive it back and were unable to make the account inactive until 10/**/14. In the interest of excellent Customer Service, I informed [redacted] that we would refund 2 months of payments for a total of $69.90 to assist her. She is very satisfied with that resolution.

If [redacted] has any further questions or concerns, she may reach me directly at ###-###-####.

Sincerely,

Consumer

Response:

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

Sincerely,

Review: I was called by phone for an exceptional deal. I was recommended to receivea medical alert system, along with a bunch of other stuff for only $34.95.I don't recall an additional $5.00 to be added. No contracts were used, I could stop Service at any time. The only requirement being to return the equipment in same condition. I agreed to accept the equipment. I don't recall when or why I was asked to Sign a mailed contract, or what enticedme to sign a contract to small print to read. At least I could not do so. I cannot say if the whole 2 page document was included. The system did notserve my needs, as when I was outside while needing to communicate with said device. The only occasion I needed the system, I was lying outside my home, on a January night beyond the range of the medallion. When I reques-ted a return shipping order, I was told I was locked into an extended contract. Incidentaly I was never informed a GPS unit was available.Desired Settlement: All I would like, is to return the equipment, without being responsible for the unknown monthly payments, I do not know for long. If it is your desire, I can copy the half contract mailed to me and email or regular mail it to you. This device is really of no value to me.[redacted]

Business

Response:

Good Morning:

I have spoken with [redacted] a number of times in the past week or so, and all is resolved. The extra $5 charge is for our Insurance Program---it provides coverage if there is any damage to the unit or if any components are misplaced. He signed and sent back the 24-month contract on January **, 2014. However, Customer Satisfaction is our number one priority, so I explained to [redacted] that we can certainly accommodate him if he wants outside coverage. We discussed the various options for outside protection. I also questioned [redacted] as to why he had never asked if we had outside service, if that is what he really wanted. There is nothing any other company could offer [redacted] that we don't already have; Lifewatch USA has been around for 34 years, has 200,000 satisfied subscribers Nationwide, and we are so proud of our A+ Revdex.com Rating.

We are shipping [redacted] our eResponder which will protect him anywhere he is; it is also water-resistant, which means it can be taken in the Shower. As I explained to [redacted], the eResponder works through UTDOA Tracking, which is the highest level of tracking through 911. His eResponder Device will be delivered to him on Tuesday, 8/**/14; we are also including a Return label for him to ship back the current unit he has at our expense.

I assured [redacted] that he can contact me directly anytime at ###-###-#### if he has any questions or concerns regarding our service.

Sincerely,

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 found two charges for $125.00 on my checking account this AM, 9/**/13. I called the company customer service and asked them whey they had charged me two times when I had sent their machine back to them on the ** of August 2013 via UPS, which I had to pay $16.56, and the tracking showed they had received the box. The agent [redacted] (sp) said she would check into it. She than called me back and said she would refund one of the $125.00 charges but the other would stay because they had not got the pendent back. I told her that I put the pendent, the telephone cord and the machine in a box and sent them all to them through UPS. She said they did not get the pendent and they would charge me $125.00 for the pendent.Desired Settlement: I do not feel I owe them anything and want both charges of $125.00 refunded not just the one.

Business

Response:

Good Morning!

Review: This company has charged me for a product that I never received and never activated. I just recently noticed where they have even been charging my account for seven months now at about $50 a month. I have tried to resolve this over the phone but they are just proving to be unreasonable with their threats to put this on my credit reports if I dont continue to let them charge me every month for a product that I never even received.Desired Settlement: I want all the charges they have billed me to be refunded. I was in the hospital three states away when they claim I signed for the device at my house. NO one was there during that time so they are lieing. STAY AWAY from this company they are a scam!

Business

Response:

Good Morning:In response to this Complaint, the service was ordered on 9/**/14. In fact, it was requested that we send the Medical Alarm Equipment as priority mail for a fee of $19.95. We called the home on 10/*/14 to make certain that we should expedite the equipment, and "[redacted]" confirmed that we should send it as soon as possible. We have confirmed [redacted] Tracking #[redacted] showing that the equipment was delivered to the home on 10/*/14 at 11:09am. On 3/*/15, [redacted] called to say that her twin sister had ordered the equipment and that it had been sent back to us. Therefore, [redacted] confirmed that it was received at the home; however, she could not provide any return tracking information. We don't show it was delivered to us. This is rental equipment--when a Subscriber returns their equipment, it is refurbished, and sent out to the next Subscriber. I checked the Unit ID affiliated with [redacted]'s equipment, and it has not been sent to any other Subscriber. Our records indicate that [redacted] still has it. This equipment is valued at $400. We ask that [redacted] continue to search her premises--in closets, etc to locate it. We are sending a return label to her, so the return will be at our expense.I left a message for [redacted] to please contact me directly at ###-###-#### to further discuss.Thank you.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 reject this. They have already billed me nearly $400 for something I never received and didnt order. Now they want to charge me $400 more? This is a HUGE SCAM. I also dont know anyone named "[redacted]". I was in the hospital for 26 straight days and my twin sister lives in California while I live in Tennessee. She was no where near this area during that time. Im a well respected Reverend in my neighborhood and a retired teacher with a spotless record. So I dont make up stuff. This is wrong what they are doing. I would like my money refunded that they wrongfully removed from my account!

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

Sincerely,

Business

Response:

Good Afternoon:In response to this rejection, as I explained in the previous response, the equipment is activated from the day it is shipped. In addition, there were numerous follow up calls, conversations, and messages left by us from October 2014 through June *, 2015. However, I just attempted to contact the home number at ###-###-####, yet heard a Voicemail message that the Voicemail is not currently set up. I have attached the recording from 3/**/15 where our Customer Service Representative was told by [redacted] that the unit had been received at the home and sent back. Yet, she was unable to provide any tracking information or proof of delivery to us. We never received the unit, and it has not been re-deployed to another Subscriber.The $19.95 fee that was charged on 9/**/14 was not an activation fee; it was an expedited, signature required shipping fee requested by the customer.Once again, at this time, we accept the $400 loss of our medical alarm equipment, and there will be no refund.I may be reached directly at ###-###-#### to further discuss.Thank you.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]

Once again they are not addressing the facts that they charged me for something that was never received or used by me. I have to go to the doctor nearly everyday so I cant sit around and wait on someone to call me during the day. Also they keep talking about some recording. I'm a single 65 year old white female retired educator and current pastor of a congregation of 50 people. Who has to spend most of her week traveling 70 miles a day round trip to see doctors about a wreck I had 18 months ago and a stroke I suffered 16 months ago. For this company to attack me in this fashion speaks to their true character. I would warn anyone out there you better stay clear of this company. THEY ARE FRAUDS!

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

Sincerely,

Review: I am writing on behalf of my mother, who is elderly with [redacted]. While visiting her from out of town on 09/**/13, I found a LifeWatch medical alarm unit in her home. When I asked her about it, she said that the salesperson kept her on the phone for over an hour, and she felt "strongarmed" in to getting the unit. It is her understanding that the unit was free. I found a receipt that she had paid $99 via automatic debit from her checking account for one year of service, which she probably forgot that she paid. (I also found the neck pendant in another part of the house, yet she refuses to wear it, despite my encouragement). That same day, I bumped in to the unit while doing housework. The unit alarmed; however, noone from LifeWatch called back. I attempted to test the unit several times, yet no call back. I then called LifeWatch and spoke with a representative, who attempted to do a remote test of the unit. She agreed that it was not working, and that I would have to call back on a weekday to speak with a technician. I told the rep that most likely I would return the unit since it did not work for my mother. I packed the unit in the original FedEx box and brought it back to with me planning to send it back.

I called Life Watch on 09/**/13 and spoke with rep [redacted]. I reiterated the problem I encountered with the unit the day before, and that it really was not user friendly for my mother and that I planned to return it. Since the unit was not working per the rep the day before, I requested a refund of the $99 fee my mother had paid, since the unit never worked from the beginning. I also told her I would be sending the unit back. [redacted] told me that they usually do not refund anything (even though my mother still has a contract through April 2014), but she would check with a supervisor and contact me back the next day with an update.

As of today, 09/**/13, neither [redacted] nor any other LifeWatch employee has called me back. I called them today, and when I requested to speak with [redacted], I was told "there is no [redacted] working here." I had to tell my story yet again. This rep (who refused to give her name) told me that the unit was delivered to my mother on 04/**/13, and that my mother had tested it and it was functioning. She also told me that I had to send the unit back first and LifeWatch would "consider" a refund, it at all.

I am deeply shocked by this poor customer service. I feel like LifeWatch has preyed upon the fears of an elderly woman suffering with [redacted] and I am asking for your intervention.Desired Settlement: I plan to send the unit back this weekend via FedEx, and will request a return receipt confirmation, unless you advise me otherwise. LifeWatch had also promised me a free FedEx label, but I never received it, so I expect to send it back at my expense. At the very least I would expect a prorated refund, but I feel it should be a full refund to my mother since the equipment never functioned in the first place. Thank you.

Business

Response:

Good Afternoon:

Review: I CONTACTED YOU THE BEGINNING OF JULY ABOUT THIS BUSINESS THEY CALLED MY 81 YEAR OLD MOTHER WITH [redacted] AND TALKED HER INTO A SERVICE SHE ALREADY HAD PROCEEDING TO TAKE 34.95 OUT OF HER CHECKING FOR OVER A YEAR I CALLED THEM AND EXPLAINED SHE WANTED TO CANCEL ,THEY TOLD ME THAT THE DEVICE MY MOTHER HAD FOR THIS SERVICE NEEDED TO BE RETURNED BEFORE THEY WOULD CANCEL I EXPLAINED TO THEM I COULD NOT LOCATE ANY DEVICE AND MY MOTHER NEVER RECEIVED IT. SO THEY WERE CHARGING HER MONTHLY FOR SOMETHING SHE NEVER RECEIVED . THIS IS TAKING ADVANTAGE OF THE ELDERLY. AFTER CALLING TO CANCEL THE SERVICE THEY PROCEEDED TO TAKE 104.85 OUT OF HER ACCOUNT AGAIN THE FOLLOWING MONTH THIS IS WHEN I CONTACTED YOU AND THEY DID REFUND THE 104.85 UNTIL NOW. THEY TOOK 104.85 OUT OF HER ACCOUNT AGAIN THIS MONTH UNDER ANOTHER COMPANY NAME [redacted] AFTER THREE MONTHS NOT TAKING ANYTHING THIS COMPANY IS A RIP OFF THEY ARE TAKING PEOPLES MONEY AND PROVIDING NOTHING IF SHE NEVER RECEIVED THE DEVICE HOW COULD THEY BE MONITOR HER I ALSO FOUND THE CONTRACT THIS COMPANY SENT MY MOTHER FOR THIS SERVICE AND IT WAS NEVER SIGNED . THEY WERE RUDE AND VERY DEFENSIVE WHEN THEY HAD TO REFUND THE 104.85 LAST TIME AND I AM TIRED OF DEALING WITH THIS KIND OF BUSINESS.Desired Settlement: I WANT THEM TO QUIT TAKING MONEY DIRECTLY OUT OF MY MOTHERS ACCOUNT AND TO REFUND THE 104.85 AGAIN HOW CAN A COMPANY CHANGE ITS NAME AND STILL BE ABLE TO ACCESS SOMEONES ACCOUNT WITHOUT PERMISSION

Business

Response:

Good Afternoon:I spoke with [redacted] to resolve everything a few days ago. I explained to her that we are implementing a new billing system, thus transferring 200,000 Subscriber Accounts from our current billing system to a new one. I apologized that there was a glitch with her mom's account that had been made deactivated months ago, and she was mistakenly charged $104.85. We have already processed this refund.Although we have the confirmed USPS Tracking #[redacted] showing that our Medical Alarm Equipment was delivered to [redacted] in April 2015, we refunded [redacted] one payment in the amount of $104.85 on 7/**/15 and refunded the second payment for the same amount on 11/**/15, for a total of $209.70. In the interest of excellent Customer Service, we accepted the $400 loss of our rental equipment that was never returned to us, and we refunded her payments totaling $209.70.I assured [redacted] that [redacted]'s account is inactive, and there will be no further billing attempts.I can be reached directly at ###-###-####, ext. [redacted] if there are any further concerns.Sincerely,Pam C[redacted]Customer Relations Manager

Consumer

Response:

THEY STILL HAVE NOT REFUNDED MY MOTHERS MONEY AND THEY TOOK ANOTHER 34.95 FROM MY MOTHERS ACCOUNT BESIDES THE 104.85 THEY TOOK ALSO HOW CAN THEY SAY THEY TRACKED THE DEVICE TO MY MOTHER WHEN SHE NEVER SIGNED FOR THIS AND I CAN NOT FIND IT ANYWHERE WHY WOULD I WANT TO KEEP IT THIS IS JUST ANOTHER OF THEIR DISHONEST TACTICS THE DEVICE IS NO GOOD TO ME AND SHE NEVER RECEIVED IT I GOOGLED THIS COMPANY AND THERE ARE MANY PEOPLE WITH THE SAME PROBLEM MY MOTHER NEVER HAD THIS SERVICE AND THEY HAVE BEEN DEBITING MY MOTHERS ACCOUNT FOR 34.95 SINCE MAY OF 2014 THEY HAD TO KNOW SHE WASNT BEING MONITORED BUT STILL CONTINUED TO CHARGE HER IF I DID SOMETHING LIKE THIS I WOULD BE IN JAIL TAKING SOMEONES MONEY AND PROVIDING NOTHING THEY ALWAYS HAVE EXCUSES MY MOTHER NEVER EVEN SIGNED THE CONTRACT OR SENT IT BACK THEY EVEN TOOK THE MONEY THIS TIME UNDER ANOTHER COMPANY NAME THIS IS FRAUD

Business

Response:

Good Afternoon:I spoke with [redacted] and informed her that she and I had spoken on November [redacted], and a refund in the amount of $139.80 was processed and mailed a few days later In regard to charging her mother after we spoke, that is completely incorrect. The last charge on the account was put through on 11/**/20, 3 days before I had spoken with [redacted] the last time. I reminded [redacted] that the credit card statements are one month behind, so if her December statement showed an additional charge, that was actually the charge from November. In addition, when the Bookkeeper realized a November charge was put through, she processed a refund for 4 months of payments (instead of 3 that [redacted] had requested) in the amount of $139.80. [redacted] replied that [redacted] had not received the check yet. I gave [redacted] the check # for the check that was sent and I requested that she notify me if [redacted] does not receive it within 30 days from when it was processed (by 12/**), we will put a stop payment on the most recent check that was sent to her at that time and reissue another refund check. However, it will be sent to [redacted]'s address, not [redacted]. Once again, contrary to what [redacted] states, we have gone above and beyond to satisfy her and her mother; in spite of being at a loss of our $400 equipment that has confirmed [redacted] Tracking delivery information. Sincerely,Pam C[redacted]Customer Relations ManagerLifewatch USA

Consumer

Response:

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

[Your Answer Here]

WE STILL HAVE NOT RECEIVED THE MONEY THEY TOOK FROM MY MOTHERS ACCOUNT I TALKED TO PAM C[redacted] AND SHE SAID A CHECK WAS MAILED ON THE ** OF NOVEMBER BUT WE HAVE NOT RECEIVED IT I DO NOT UNDERSTAND MY MOTHER GETS ALL HER OTHER MAIL SO I DO NOT KNOW IF THEY REALLY MAILED A CHECK OR NOT I ASKED PAM WHY THEY COULD NOT DEPOSIT THE MONEY BACK INTO MY MOTHERS ACCOUNT THEY HAVE NO PROBLEM TAKING IT OUT AND THIS IS NOT A CREDIT CARD AS SHE STATED THEY ARE DEBITING MY MOTHER PERSONAL CHECKING ACCOUNT AFTER THE RUN AROUND WITH THIS COMPANY I DONT REALLY BELIEVE THEY MAILED THE CHECK WHERE IS IT THIS IS THE WORST COMPANY I HAVE EVER DEALT WITH ALL I WANT IS MY MOTHERS MONEY REFUNDED AND ALL I GET IS EXCUSES MY MOTHER LIVES ON A FIXED INCOME AND NEEDS HER MONEY NOW IM TIRED OF THE EXCUSES SOMETHING NEEDS TO BE DONE TO STOP THIS COMPANY FROM TAKING ADVANTAGE OF THE ELDERLY

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

Sincerely,

Review: A medical alert device was ordered and sent to us. After receiving the devise it was found the individual for whom it was ordered did not have the capacity to use it. It was not needed. The devise unregistered and unused was returned to life watch at a later date. During this period life watch charged the credit card for four months. When called to make sure the devise was received by life watch they said it was. We then asked that the charges be reversed on the credit card. Four times $34.95 or $139.80. The reply was sorry no deal we do not refund for non-use and the individual hung up the phone.Desired Settlement: We are asking for the $139.80 be refunded to the credit card.

Business

Response:

Good Day:

Review: I am filing this on behalf of my father - [redacted]. I have power of attorney, trustee of their estate and I assist them in day to day issues.

He received a monitoring system in the mail today. He has no memory of ordering this. In contacting the company - we were advised that he provided them with informaiton to have money removed from their checking account - and I have confirmed that they did withdraw $99.99. My mother was further advised that it was a $450 program - so unsure if further amounts are pending. I contacted the company at my mother's request to advise that they did not wish the service and that the item was not requested. My parents are elderly - and my father has early onset dementia. I have been at their house on many occasians when they have received robo calls for monitoring systems - and I have instructed them to hang up on these. Aparently someone was able to get my father to give him the number off a check. My parent's number IS in the do not call registry and I have confirmed that today - it has been since 2003.

I advised the person I spoke with to reverse the charges and stop any further contact. I asked how they wished their equipment returned - and they gave me an address but stated it must be returned at their expense. They are taking advantage of elderly people!Desired Settlement: For the current charges of $99.99 and any cost for returning the equipment to them.

Business

Response:

Good Afternoon:

Review: My father, who is **, was called and said a family member wanted him to have this alarm unit and that they just need his credit card number. He received this unit in the mail. We did not order this unit and they misrepresented themselves. We are in the process of sending everything back and we have to cancel his credit card because they charged his card. They are preying on the elderly. This company should not be calling, with robo-calling. He will be charged $34.95 each month.Desired Settlement: We would like the charges reversed and the unit sent back at no charge to my dad. This company should stop preying on the elderly and stop robo calling.

Business

Response:

Good Afternoon:I spoke with [redacted] today and explained to her that we are not the Sales Agency; we are the Medical Alarm Company. We ship our equipment and monitor our 200,000 Subscribers. There are, however, Sales Agencies across the company that sell the Medical Alarm Service and we, as the Medical Alarm Company, along with all the other Med Alarm Companies, purchase those accounts. There is a certain criteria that must be met. All Sales Calls are recorded; the Subscriber must confirm no less than four times that they understand what the service is, what the monthly monitoring rate will be, and they provide their payment information. [redacted]'s father, [redacted], ordered the service on February **, 2015 and confirmed multiple times that he wanted it. It was delivered to him on March *, 2015. He is not locked into any contractual period of time, so he can cancel the service by simply shipping the equipment back to us. We have sent a Return Label to him.In response to [redacted]'s statement that we charged his credit card--we are sending $500 worth of Medical Alarm Equipment, and we process the initial charge when we ship the equipment to insure that future payments will clear. However, if she viewed [redacted]'s paperwork, she would see that the Next Billing Date was set up for 40 days after the Equipment was shipped. In this way, we give our new Subscribers 10 days to receive the equipment, and connect and test it, then 30 days to use it, before the next payment is processed.[redacted] and I had a most pleasant conversation and she told me that if her Dad does decides that he does need the Medical Alarm Service, she will certainly contact us.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely,[redacted]

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 signed my disable mother up for the LifeWatch systemand authorized the first payment of $29.95 to be drafted from her bank account. I explained to the salesperson that she would be moving , and asked if she would be charged again in January if the system had not been activated. His reply to me was "she would not be billed until the system was hooked up and tested ". The system was never hooked up in her residence nor tested, none of the forms were ever signed by her and returned . In January I discovered that another payment of $29.95 had been drafted from her account on 1-**-14. I called LifeWatchUSA and spoke with one of their representatives, who informed me that she would be charged a rental fee regardless of if the unit was hooked up or not. I was transferred to a [redacted] who said she would pull the tape and listen too it and call me back, to this day I have not heard from the [redacted]. I was misled by the Sales Person and would like the 1-**-14 draft of $29.95 refunded to her account . I feel this company is taking advantage of seniors whom they sell this product too by not fully explaining the billing process to them in a way that they understand.Desired Settlement: Inform Customers that they are renting the system and that they will be charged monthly regardless of if the system is hooked up or not as long as it is in their possession.

Business

Response:

Good Afternoon:

Review: I am seeking help in resolving a billing issue for my mom Lois Maske. Mom ordered the lifewatch system soon after my dad passed away in summer of 2014 at the recommendation of myself and my sister. She received all the equipment and tried to set it up herself but couldn't. When she saw the necklace accessory she called them to cancel and they talked her into trying the watch. They also sent her a GPS some where along the way. Mom didn't want to use the system at all and called them to let them know she would be returning everything, which she did on July 2, 2015. Mom hadn't received any communication from them until a couple of months ago when they started billing her again.Mom called them and said she had returned everything and they said they didn't get the GPS, but mom remembers packing it with the other things and we do not have it here at home. Mom talked to Larry and was told she couldn't cancel. I called today and spoke with Flavia, she told me mom sent her oximeter by mistake to the but they didn't get the GPS. I asked her to cancel but she said she cant until the account is paid. Mom never had a workable system and she shouldn't still be accruing service fees. Flavia said we could pay 139.99 today and they can cancel it or we wiil have to pay 470.00 for lost equipment. What recourse do we have at this point?Desired Settlement: Mom want to cancel her service and stop accruing fees for something she has never used and has paid for several months even though she didn't want it. Her account balance should be zero'd out and not further billing or calls received.

Business

Response:

Good Afternoon:I left [redacted] a message today that we will close [redacted] account. There will be no further billing attempts, although our records indicate that the GPS Device was not returned. This is rental equipment, and when a Subscriber sends it back, it is refurbished, and sent to another Subscriber. In reviewing our database, the unit shows as unreturned and there is no other Subscriber that has possession of it. However, in the interest of excellent customer service, Lois's account will be made inactive immediately.If [redacted] would has any further questions or concerns, she may reach me directly at ###-###-####, ext. [redacted] or at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager

Review: . My mom has not received her refund. A salesman from this company called my mom and gave her a sales pitch about the medical alert product. My mom is an elder so that led me to believe that they pulled a fast one on her. I had called and cancel the product because I was not comfortable of anyone debit her account. After further infestation I had found another product that will work better for my mom. I had sent the alarm system back ASAP the next day and asked them not to debit her account no more. It has been over a month and we still have not received refund. I had call several times and I kept getting a run around. No repsonse.Desired Settlement: Refund back to her account or by check.

Business

Response:

Good Morning:

As I explained to [redacted] this morning, we processed the refund of $34.95 back into [redacted]'s account on 7/**/14. [redacted], however, told me it was not showing up on her mother's bank statement. I contacted our Bookkeeping Department and it was confirmed that we had processed it on our end; however, it is still "pending" with the Bank. Therefore, in the interest of excellent Customer Service, we will send a check in the amount of $34.95 to [redacted] today.

We have been around for more than 34 years, have 200,000 satisfied subscribers Nationwide, and an A+ Rating with the Revdex.com. We are quite proud of our reputation and good standing with the Revdex.com, and always resolve all issues with the best interest of the Customer in mind.

If there are any further questions or assistance required, I can be reached directly at ###-###-####.

Sincerely,