Good Morning: I have spoken with [redacted] a number of times in the past week or so, and all is resolved The extra $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 **, However, Customer Satisfaction is our number one priority, so I explained to [redacted] that we can certainly accommodate him if he wants outside coverageWe 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 years, has 200,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 ***, the eResponder works through UTDOA Tracking, which is the highest level of tracking through His eResponder Device will be delivered to him on Tuesday, 814; we are also including a Return label for him to ship back the current unit he has at our expense I assured [redacted] that he can contact me directly anytime at ###-###-#### if he has any questions or concerns regarding our service Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The company doesn't acknowledge the dishonest practices and tries to pretend that the equipment being on backorder is the reason for my complaintBeing lied to and jerked around about my order for almost a month is the reason for my complaint In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Good Afternoon:I left a message for [redacted] to contact me to discuss [redacted] 's account [redacted] had ordered the service on 812; 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 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 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 **, In addition, we have never charged a Subscriber $per month [redacted] claims that [redacted] does not have our rental equipment at this time, which is valued at $ In the interest of excellent Customer Service, we will accept the $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] ***
Good Afternoon:In response to this Complaint, I am unable to forward the recording of the initial Sales Call between [redacted] and the Sales Agent due to Privacy Laws; it would have to be subpoenaed However, based on ***'s concerns, I listened to the Confirmation Part of the Sales CallThroughout the phone call, [redacted] was clear and lucid at all times He asked many intuitive questions regarding the range of the unit, the return policy, and confirmed the pricing for the monthly service multiple timesHe was asked if he had an additional number besides his home number, and he relayed his cell number immediately He had even requested expedited shipping, because he mentioned that he would be away during the month of December, but then declined because he didn't want to pay the expedited shipping fee In no way during this entire call did [redacted] seem confused or disoriented in any wayPrior to sending the Medical Alarm Equipment, we contacted [redacted] , as we do with all our Subscribers when an order is placed, to inform him it was being shipped and to review the service, the pricing, and the payment information with him; once again, [redacted] confirmed he wanted and needed the service It was delivered to him on The equipment was returned to us and his account made inactive on Customer Service is the most important aspect of our business, and we are proud of serving 200,satisfied Subscribers Nationwide We have been in business for more than years and have an A+ Revdex.com Rating because the proper protocol is always in place All Sales calls are recorded, it must be confirmed no less than times that the Subscriber understands what the service is, what the monthly charges are, and they provide their payment methodBefore we ship our Medical Alarm Equipment, we contact the Subscriber to review and confirm their order againAs a courtesy and in the interest of excellent Customer Service, we will provide a refund for one month of service in the amount of $44.95, although [redacted] was in possession of our equipment for a three-month period.I can be reach directly at ###-###-####, if there are any further questions or concerns.Sincerely, [redacted] Lifewatch USA###-###-####, ext*** (Work)###-###-#### (Cell)
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved I thank the Revdex.com as well as the company's speedy response to my complaint I had been trying to resolve this problem for three months by dealing directly with the company, the [redacted] and my credit card, to no avail The issue was resolved the same day I contacted the Revdex.com Sincerely, [redacted]
Good Morning: I spoke with [redacted] on and explained that if there was a financial issue, I would be happy to assist by lowering the rate of the Monthly Monitoring Service to $per month He told me he would think about it, and call me back When I didn't hear from him, I followed up with him, but he informed me that he had decided to ship the equipment back We received our Rental equipment on 914, and a refund for the $payment has been processed This resolves the Revdex.com Complaint at this time If there are any further questions or concerns, I may be reached directly at ###-###-#### Sincerely, [redacted] ***
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved. Sincerely, [redacted]
Good Afternoon:I am unclear as to why [redacted] is requesting a refund for the annual payment of $that was made in March The unit was returned in December We have refunded months of payment totaling $At this time, in the interest of excellent Customer Service, we will refund an additional $100, in addition to the $previously refunded That is half the payment that had been charged back in March 2014.This is our final resolution.Thank you.Sincerely, [redacted] r
Good Afternoon:Per the [redacted] Tracking info, [redacted] , the unit was delivered to [redacted] on at 1:37pm However, I called [redacted] and she claims never to have received it At this time, in the interest of excellent Customer Service, we will make ***'s account inactive There will be no further billing attempts We are sending a [redacted] Return Label to ***, in case she does locate the unit, so she can send it back to us At this time, we are at a loss for our $Unit and the monitoring fees that we have been paying for the last and a half months.If [redacted] does locate the unit, I would appreciate her contacting me directly at ###-###-####, ext*** or ###-###-####,Sincerely, [redacted] ***
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I would like to respond to their letter. I will not dispute the information given. I have no knowledge of the sales call. First, I did receive a call without a company name on [redacted] December***. Since it was [redacted] and I did not recognize the number and know no one in [redacted] ***, I did not return the call. I have to assume that the sales agency is directly linked to the Medical Alarm Company since they have access to the call. I can believe all that was said. My mother can be lucid or appear to be lucid. The fact remains that I became aware of the situation in October. When I did I called to see how to return the device which was unopened with shrink wrap in place not cut or torn, I gave them notice that I was requesting a full refund. She said she does not do that. I said I would give them 30 days to reimburse before calling again. My mother did not seek out this equipment. The company calls saying that they are entitled or qualify for a free monitor. I now know because they still call. Maybe they are trying to get my father to sign up. There had been no need for me to check up on my mother financial affairs until she was hospitalized in September and then twice in October. Sorry, I didn't poke around for a plain brown boxer earlier. I had other things on my mind. Their "excellent customer service" told me flat out that they will not under any circumstance refund. The first one said "We don't do that". A supervisor told me flatly no without much concern to circumstance because we had the equipment. No services were rendered. They did not care. I said but it was never used and is in the original packaging. They still did not care. I said I would be contacting the BBB and asked if the [redacted] *** and Medical Alarm Systems which I was looking at on the internet was the same address I was talking to. She confirmed and still was happy to say no refund. My position remains the same. My parents are out $174.75. I have Power of Attorney for my parents. I have cancelled my mother's Debit card to which they were charging. My parents are [redacted] and**. They should not be receiving calls in their home from companies seeking business for things they did not ask for. If the company is totally honest and do not want to take advantage of the elderly or appear to, then I know that they will refund my parents the full amount of $174.75. Thank you, [redacted] In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
Good Afternoon:Per the [redacted] Tracking info, [redacted] , the unit was delivered to [redacted] on at [redacted] However, I called [redacted] and she claims never to have received it At this time, in the interest of excellent Customer Service, we will make ***'s account inactive There will be no further billing attempts We are sending a [redacted] Return Label to ***, in case she does locate the unit, so she can send it back to us At this time, we are at a loss for our $Unit and the monitoring fees that we have been paying for the last and a half months.If [redacted] does locate the unit, I would appreciate her contacting me directly at ###-###-####, ext*** or ###-###-####,Sincerely, [redacted] Lifewatch USA
Good Afternoon:We have [redacted] confirmation that the unit was delivered on 11/*/13; however [redacted] 's daughter [redacted] informed me that they never received the package There have been payments of $for a total of $made to us In the interest of excellent customer service, I explained to [redacted] that although we are "out" our $unit, we will make [redacted] 's account inactive at this time We will also send a refund check to [redacted] in the amount of $279.60.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely, [redacted] ***
Good Afternoon:I tried to reach [redacted] this afternoon, but the phone rang and rang, and I was unable to leave any type of message We sympathize with [redacted] 's family for what they are going through at this time We are the Medical Alarm Company, not the Sales Agency We ship our rental equipment and monitor our 200,Subscribers Nationwide A certain criteria must be met for us to purchase accounts from the Sales AgencyAll Sales Calls are recorded [redacted] had a lucid minute conversation with the Sales Agent where she confirmed no less than times that she understood what the service was, how much she would be paying, and she provided her payment information She placed the order on From the day the equipment is shipped, it is activated with the Monitoring Center and we are paying the Medical monitoring, so that anytime the Subscriber or a family member connects the unit, they are being monitored immediatelyThe next billing date is days after the equipment is shipped, giving the Subscriber ample time (at least a day period) to receive and connect the unit, test it, and use it for a day period before they are charged again In [redacted] 's case, the initial charge of $was put through on [redacted] held onto the equipment for more than four and a half months before it was returned Once again, the unit was delivered on and not returned and made inactive until 11/*/From a Company point of view, if the equipment had been returned in a reasonable amount of time--a month or two, we could have leased the unit to a different Subscriber In this situation, neither [redacted] or anyone else involved with [redacted] noticed the unit sitting in her home for almost a month period nor did they view the charges on her credit card statement that were being put through every month That is clearly not our fault However, in the interest of excellent Customer Service, we will send a refund check for two months payments, totaling $at this time That is certainly fair and reasonable We will accept our loss for the monitoring fees incurred for the remaining months.If there are any future questions or concerns, I may be reached directly at ###-###-####.Sincerely, [redacted] Lifewatch USA
Good Afternoon:I was so upset to hear about ***s experience I contacted our Monitoring Center to see if they had received any recent tests from ***s Medical Alarm Device, and they informed me that [redacted] had not tested the Service in many many monthsI further reviewed ***s account to see that we had sent a replacement Medical Alarm Button to [redacted] on I called ***s daughter, [redacted] to explain that we had sent programming instructions with the new button, and that the unit had to be tested once the button was activated to make sure everything was working properly [redacted] said she had difficulty programming the button and had a hard time reaching us and leaving a message in our Business Office I explained to [redacted] that we always return messages received in the Business Office in a reasonable timeframe.I assured [redacted] that we will send a Serviceman over on Tuesday to replace the Unit and button that [redacted] currently has and he will test and confirm that is working perfectly for her We will also give [redacted] months of free serviceCustomer Service is the most important aspect of our business, and it is important to us that [redacted] and her family are reassured that they can feel safe and secure with us We have 200,very satisfied subscribers Nationwide and an A+ Rating with the Revdex.com.I explained to [redacted] that it is imperative that the Medical Alarm Equipment be tested on a monthly basis to make sure all is working fine I also gave her my direct number to reach me at all times going forward I look forward to speaking with [redacted] tomorrow to set up a Service Appointment at her and ***s convenienceI was quite relieved to hear that [redacted] is doing okay.Sincerely, [redacted] ***
Revdex.com: 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, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [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 22015 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 BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
Good Afternoon: I spoke with [redacted] yesterday, and I explained that we are the Medical Alarm Company, not the Sales Agency We ship our equipment and monitor our 200,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 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*** (work) Sincerely, [redacted] ***
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 Compaship the equipment and monitor our 200,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 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,Grocery Coupons that were being offered by this Sales AgencyWhat the Sales Agent should have explained to [redacted] in a clear and understandable way is that she would be receiving a $3,Grocery Coupon Postcard with a User Name and Password This would enable her to have access to $3,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,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 $ If there are any further questions or concerns, [redacted] can certainly reach out to me directly at ###-###-#### Sincerely, [redacted] ***
Good Morning:I spoke with [redacted] on March **, 2015, and agreed to close ***'s account with us I explained to [redacted] that we had proof of the confirmed delivery of our Medical Alarm Equipment to [redacted] on 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 months that [redacted] was in possession of our equipment At this time, we accept the $loss of our Medical Alarm equipment and the $in monitoring fees There will be no further payment attempts.Sincerely, [redacted]
Good Morning: I have spoken with [redacted] a number of times in the past week or so, and all is resolved The extra $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 **, However, Customer Satisfaction is our number one priority, so I explained to [redacted] that we can certainly accommodate him if he wants outside coverageWe 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 years, has 200,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 ***, the eResponder works through UTDOA Tracking, which is the highest level of tracking through His eResponder Device will be delivered to him on Tuesday, 814; we are also including a Return label for him to ship back the current unit he has at our expense I assured [redacted] that he can contact me directly anytime at ###-###-#### if he has any questions or concerns regarding our service Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The company doesn't acknowledge the dishonest practices and tries to pretend that the equipment being on backorder is the reason for my complaintBeing lied to and jerked around about my order for almost a month is the reason for my complaint In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Good Afternoon:I left a message for [redacted] to contact me to discuss [redacted] 's account [redacted] had ordered the service on 812; 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 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 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 **, In addition, we have never charged a Subscriber $per month [redacted] claims that [redacted] does not have our rental equipment at this time, which is valued at $ In the interest of excellent Customer Service, we will accept the $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] ***
Good Afternoon:In response to this Complaint, I am unable to forward the recording of the initial Sales Call between [redacted] and the Sales Agent due to Privacy Laws; it would have to be subpoenaed However, based on ***'s concerns, I listened to the Confirmation Part of the Sales CallThroughout the phone call, [redacted] was clear and lucid at all times He asked many intuitive questions regarding the range of the unit, the return policy, and confirmed the pricing for the monthly service multiple timesHe was asked if he had an additional number besides his home number, and he relayed his cell number immediately He had even requested expedited shipping, because he mentioned that he would be away during the month of December, but then declined because he didn't want to pay the expedited shipping fee In no way during this entire call did [redacted] seem confused or disoriented in any wayPrior to sending the Medical Alarm Equipment, we contacted [redacted] , as we do with all our Subscribers when an order is placed, to inform him it was being shipped and to review the service, the pricing, and the payment information with him; once again, [redacted] confirmed he wanted and needed the service It was delivered to him on The equipment was returned to us and his account made inactive on Customer Service is the most important aspect of our business, and we are proud of serving 200,satisfied Subscribers Nationwide We have been in business for more than years and have an A+ Revdex.com Rating because the proper protocol is always in place All Sales calls are recorded, it must be confirmed no less than times that the Subscriber understands what the service is, what the monthly charges are, and they provide their payment methodBefore we ship our Medical Alarm Equipment, we contact the Subscriber to review and confirm their order againAs a courtesy and in the interest of excellent Customer Service, we will provide a refund for one month of service in the amount of $44.95, although [redacted] was in possession of our equipment for a three-month period.I can be reach directly at ###-###-####, if there are any further questions or concerns.Sincerely, [redacted] Lifewatch USA###-###-####, ext*** (Work)###-###-#### (Cell)
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved I thank the Revdex.com as well as the company's speedy response to my complaint I had been trying to resolve this problem for three months by dealing directly with the company, the [redacted] and my credit card, to no avail The issue was resolved the same day I contacted the Revdex.com Sincerely, [redacted]
Good Morning: I spoke with [redacted] on and explained that if there was a financial issue, I would be happy to assist by lowering the rate of the Monthly Monitoring Service to $per month He told me he would think about it, and call me back When I didn't hear from him, I followed up with him, but he informed me that he had decided to ship the equipment back We received our Rental equipment on 914, and a refund for the $payment has been processed This resolves the Revdex.com Complaint at this time If there are any further questions or concerns, I may be reached directly at ###-###-#### Sincerely, [redacted] ***
Can you please provide me with the name of the Client?Thank you.Sincerely, [redacted] ***
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved. Sincerely, [redacted]
Good Afternoon:I am unclear as to why [redacted] is requesting a refund for the annual payment of $that was made in March The unit was returned in December We have refunded months of payment totaling $At this time, in the interest of excellent Customer Service, we will refund an additional $100, in addition to the $previously refunded That is half the payment that had been charged back in March 2014.This is our final resolution.Thank you.Sincerely, [redacted] r
Good Afternoon:Per the [redacted] Tracking info, [redacted] , the unit was delivered to [redacted] on at 1:37pm However, I called [redacted] and she claims never to have received it At this time, in the interest of excellent Customer Service, we will make ***'s account inactive There will be no further billing attempts We are sending a [redacted] Return Label to ***, in case she does locate the unit, so she can send it back to us At this time, we are at a loss for our $Unit and the monitoring fees that we have been paying for the last and a half months.If [redacted] does locate the unit, I would appreciate her contacting me directly at ###-###-####, ext*** or ###-###-####,Sincerely, [redacted] ***
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I would like to respond to their letter. I will not dispute the information given. I have no knowledge of the sales call. First, I did receive a call without a company name on [redacted] December***. Since it was [redacted] and I did not recognize the number and know no one in [redacted] ***, I did not return the call. I have to assume that the sales agency is directly linked to the Medical Alarm Company since they have access to the call. I can believe all that was said. My mother can be lucid or appear to be lucid. The fact remains that I became aware of the situation in October. When I did I called to see how to return the device which was unopened with shrink wrap in place not cut or torn, I gave them notice that I was requesting a full refund. She said she does not do that. I said I would give them 30 days to reimburse before calling again. My mother did not seek out this equipment. The company calls saying that they are entitled or qualify for a free monitor. I now know because they still call. Maybe they are trying to get my father to sign up. There had been no need for me to check up on my mother financial affairs until she was hospitalized in September and then twice in October. Sorry, I didn't poke around for a plain brown boxer earlier. I had other things on my mind. Their "excellent customer service" told me flat out that they will not under any circumstance refund. The first one said "We don't do that". A supervisor told me flatly no without much concern to circumstance because we had the equipment. No services were rendered. They did not care. I said but it was never used and is in the original packaging. They still did not care. I said I would be contacting the BBB and asked if the [redacted] *** and Medical Alarm Systems which I was looking at on the internet was the same address I was talking to. She confirmed and still was happy to say no refund. My position remains the same. My parents are out $174.75. I have Power of Attorney for my parents. I have cancelled my mother's Debit card to which they were charging. My parents are [redacted] and**. They should not be receiving calls in their home from companies seeking business for things they did not ask for. If the company is totally honest and do not want to take advantage of the elderly or appear to, then I know that they will refund my parents the full amount of $174.75. Thank you, [redacted] In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
Good Afternoon:Per the [redacted] Tracking info, [redacted] , the unit was delivered to [redacted] on at [redacted] However, I called [redacted] and she claims never to have received it At this time, in the interest of excellent Customer Service, we will make ***'s account inactive There will be no further billing attempts We are sending a [redacted] Return Label to ***, in case she does locate the unit, so she can send it back to us At this time, we are at a loss for our $Unit and the monitoring fees that we have been paying for the last and a half months.If [redacted] does locate the unit, I would appreciate her contacting me directly at ###-###-####, ext*** or ###-###-####,Sincerely, [redacted] Lifewatch USA
Good Afternoon:We have [redacted] confirmation that the unit was delivered on 11/*/13; however [redacted] 's daughter [redacted] informed me that they never received the package There have been payments of $for a total of $made to us In the interest of excellent customer service, I explained to [redacted] that although we are "out" our $unit, we will make [redacted] 's account inactive at this time We will also send a refund check to [redacted] in the amount of $279.60.If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely, [redacted] ***
Good Afternoon:I tried to reach [redacted] this afternoon, but the phone rang and rang, and I was unable to leave any type of message We sympathize with [redacted] 's family for what they are going through at this time We are the Medical Alarm Company, not the Sales Agency We ship our rental equipment and monitor our 200,Subscribers Nationwide A certain criteria must be met for us to purchase accounts from the Sales AgencyAll Sales Calls are recorded [redacted] had a lucid minute conversation with the Sales Agent where she confirmed no less than times that she understood what the service was, how much she would be paying, and she provided her payment information She placed the order on From the day the equipment is shipped, it is activated with the Monitoring Center and we are paying the Medical monitoring, so that anytime the Subscriber or a family member connects the unit, they are being monitored immediatelyThe next billing date is days after the equipment is shipped, giving the Subscriber ample time (at least a day period) to receive and connect the unit, test it, and use it for a day period before they are charged again In [redacted] 's case, the initial charge of $was put through on [redacted] held onto the equipment for more than four and a half months before it was returned Once again, the unit was delivered on and not returned and made inactive until 11/*/From a Company point of view, if the equipment had been returned in a reasonable amount of time--a month or two, we could have leased the unit to a different Subscriber In this situation, neither [redacted] or anyone else involved with [redacted] noticed the unit sitting in her home for almost a month period nor did they view the charges on her credit card statement that were being put through every month That is clearly not our fault However, in the interest of excellent Customer Service, we will send a refund check for two months payments, totaling $at this time That is certainly fair and reasonable We will accept our loss for the monitoring fees incurred for the remaining months.If there are any future questions or concerns, I may be reached directly at ###-###-####.Sincerely, [redacted] Lifewatch USA
Good Afternoon:I was so upset to hear about ***s experience I contacted our Monitoring Center to see if they had received any recent tests from ***s Medical Alarm Device, and they informed me that [redacted] had not tested the Service in many many monthsI further reviewed ***s account to see that we had sent a replacement Medical Alarm Button to [redacted] on I called ***s daughter, [redacted] to explain that we had sent programming instructions with the new button, and that the unit had to be tested once the button was activated to make sure everything was working properly [redacted] said she had difficulty programming the button and had a hard time reaching us and leaving a message in our Business Office I explained to [redacted] that we always return messages received in the Business Office in a reasonable timeframe.I assured [redacted] that we will send a Serviceman over on Tuesday to replace the Unit and button that [redacted] currently has and he will test and confirm that is working perfectly for her We will also give [redacted] months of free serviceCustomer Service is the most important aspect of our business, and it is important to us that [redacted] and her family are reassured that they can feel safe and secure with us We have 200,very satisfied subscribers Nationwide and an A+ Rating with the Revdex.com.I explained to [redacted] that it is imperative that the Medical Alarm Equipment be tested on a monthly basis to make sure all is working fine I also gave her my direct number to reach me at all times going forward I look forward to speaking with [redacted] tomorrow to set up a Service Appointment at her and ***s convenienceI was quite relieved to hear that [redacted] is doing okay.Sincerely, [redacted] ***
Revdex.com: 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, [redacted]
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [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 22015 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 BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
Good Afternoon: I spoke with [redacted] yesterday, and I explained that we are the Medical Alarm Company, not the Sales Agency We ship our equipment and monitor our 200,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 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*** (work) Sincerely, [redacted] ***
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 Compaship the equipment and monitor our 200,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 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,Grocery Coupons that were being offered by this Sales AgencyWhat the Sales Agent should have explained to [redacted] in a clear and understandable way is that she would be receiving a $3,Grocery Coupon Postcard with a User Name and Password This would enable her to have access to $3,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,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 $ If there are any further questions or concerns, [redacted] can certainly reach out to me directly at ###-###-#### Sincerely, [redacted] ***
Good Morning:I spoke with [redacted] on March **, 2015, and agreed to close ***'s account with us I explained to [redacted] that we had proof of the confirmed delivery of our Medical Alarm Equipment to [redacted] on 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 months that [redacted] was in possession of our equipment At this time, we accept the $loss of our Medical Alarm equipment and the $in monitoring fees There will be no further payment attempts.Sincerely, [redacted]