Good Morning:In response to this complaint, I spoke with [redacted] on February **, I explained that his Dad had ordered the service from an outside Seller, and that I would review the recording I apologized if there was a miscommunication, and I told [redacted] that I would reduce the monthly monitoring rate for his Dad, [redacted] , to resolve the issue [redacted] stated to me that [redacted] did, in fact, need the service; it was a good idea for him to have it, and that he would get back to me I suggested that since the unit was already delivered, he and his Dad should test it out, to see what a great service it is [redacted] said he would follow up with me In reviewing the recording between [redacted] and The Outside Sales Agency, I came to the conclusion that the Sales Agent had not discussed anything about referrals from [redacted] with [redacted] The product and pricing were explained to [redacted] by the Sales Agenct and he ordered the Medical Alarm Service because he felt he needed itWith that I went a step further to listen to the conversation with our Customer Service Rep During that recording, there was an obvious misundestanding because when [redacted] asked our CS Rep about referrals from [redacted] in [redacted] **, the Rep initially answered yes, but realized there was a miscommunication and responded that we get thousands of referrals He did intend to say we get thousands of referrals from [redacted] I have tried to reach [redacted] a few times and have left voicemails for him to see if he and [redacted] have decided to keep the service, and if so, I will adjust the monthly rate to $per month for the Monthly Monitoring and $for the AIP (Warranty, Insurance for the unit and all components) Therefore, the monthly charge for the Medical Alarm Service and Insurance would be a total of $29.95.I will try to contact [redacted] directly at this point, and either [redacted] or [redacted] can feel free to contact me directly at ###-###-####.Sincerely, [redacted] Lifewatch USA
Good Afternoon:In response to this Complaint, I have emailed [redacted] the Return Instructions and explained that we cannot cancel the account until our rental equipment is received We are sending a Return label to him In terms of the $3,Grocery Coupons, we also sent another Grocery Coupon Postcard to him yesterday, even though he is cancelling our service The Grocery Coupon Postcards are shipped with the equipment, and I do apologize if he did not receive it As I explained in my email to [redacted] ***, we are not the Sales Agency; we are the Medical Alarm Company--we ship our equipment and monitor our 200,Subscribers Nationwide We will not expedite our equipment or process the order, unless it is confirmed with the Subscriber first, and [redacted] did confirm the order before it was shippedIn the interest of excellent Customer Service, we will process a refund for the $payment that was processed.In terms of him being on the Do Not Call List, we will send a mass email to the Nationwide Sales Agencies not to disturb him again That's the best we can do regarding the calls he is receiving Once again, it is not our Company that does any type of outbound Sales Calls.If he has any other concerns, he can feel free to reach me directly at ###-###-####.Sincerely, [redacted] ***
Good Afternoon: I left [redacted] a message today I wanted to explain that we are the Medical Alarm Company, not the Sales AgencyWe ship our Medical Alarm Equipment and monitor our 200,Subscribers Nationwide All calls between the Sales Agent and Subscriber are recorded [redacted] ordered the Service on through the Sales Agency and provided his payment information at that time We contacted [redacted] on and he confirmed that he understood what the service was, how much he would be paying monthly, and requested that we expedite the Medical Alarm equipment to himThe equipment was delivered to [redacted] on It was returned and [redacted] 's account was made inactive with us on There will be no further payment attemptsAt this time, we will refund two monthly payments of $each for a total of $ If there are any further questions or concerns, I may be reached directly at ###-###-#### Sincerely, [redacted] ***
Good Morning:In response to this Complaint, we are the Medical Alarm Company; we ship the equipment and monitor our 200,Subscribers Nationwide We have never and do not make outbound Sales Calls There are, however, hundreds of Sales Agencies across the Country that sell the Medical Alarm Service It is an industry-wide practice whereby the Medical Alarm Companies purchase those accounts A certain criteria must be met before an account is purchasedAll Sales Calls must be recorded; it must be confirmed no less than times that a Subscriber understands what the Service is, what their monthly monitoring fee will be, and the Subscribers provides their payment informationBefore we ship our equipment, we always place a Confirmation Call to the new Subscriber to make certain the Subscriber does want the serviceProper protocol is always in place.We do not condone any type of inappropriate Sales Practices on the part of the Sales Agencies [redacted] had placed an order through his phone number ###-###-#### As soon as we became aware of his Complaint as to what this particular Sales Agency was doing in terms of multiple calls to him, we cut them offWe will no longer do business with them.Sincerely, [redacted] ###-###-####, ext***
Good Morning:In response to this complaint, I spoke with [redacted] on February **, I explained that his Dad had ordered the service from an outside Seller, and that I would review the recording I apologized if there was a miscommunication, and I told [redacted] that I would reduce the monthly monitoring rate for his Dad, [redacted] , to resolve the issue [redacted] stated to me that [redacted] did, in fact, need the service; it was a good idea for him to have it, and that he would get back to me I suggested that since the unit was already delivered, he and his Dad should test it out, to see what a great service it is [redacted] said he would follow up with me In reviewing the recording between [redacted] and The Outside Sales Agency, I came to the conclusion that the Sales Agent had not discussed anything about referrals from [redacted] with [redacted] The product and pricing were explained to [redacted] by the Sales Agenct and he ordered the Medical Alarm Service because he felt he needed itWith that I went a step further to listen to the conversation with our Customer Service Rep During that recording, there was an obvious misundestanding because when [redacted] asked our CS Rep about referrals from [redacted] in [redacted] **, the Rep initially answered yes, but realized there was a miscommunication and responded that we get thousands of referrals He did intend to say we get thousands of referrals from [redacted] I have tried to reach [redacted] a few times and have left voicemails for him to see if he and [redacted] have decided to keep the service, and if so, I will adjust the monthly rate to $per month for the Monthly Monitoring and $for the AIP (Warranty, Insurance for the unit and all components) Therefore, the monthly charge for the Medical Alarm Service and Insurance would be a total of $29.95.I will try to contact [redacted] directly at this point, and either [redacted] or [redacted] can feel free to contact me directly at ###-###-####.Sincerely, [redacted] Lifewatch USA
Good Afternoon:In response to this Complaint, I have emailed [redacted] the Return Instructions and explained that we cannot cancel the account until our rental equipment is received We are sending a Return label to him In terms of the $3,Grocery Coupons, we also sent another Grocery Coupon Postcard to him yesterday, even though he is cancelling our service The Grocery Coupon Postcards are shipped with the equipment, and I do apologize if he did not receive it As I explained in my email to [redacted] ***, we are not the Sales Agency; we are the Medical Alarm Company--we ship our equipment and monitor our 200,Subscribers Nationwide We will not expedite our equipment or process the order, unless it is confirmed with the Subscriber first, and [redacted] did confirm the order before it was shippedIn the interest of excellent Customer Service, we will process a refund for the $payment that was processed.In terms of him being on the Do Not Call List, we will send a mass email to the Nationwide Sales Agencies not to disturb him again That's the best we can do regarding the calls he is receiving Once again, it is not our Company that does any type of outbound Sales Calls.If he has any other concerns, he can feel free to reach me directly at ###-###-####.Sincerely, [redacted] ***
Good Afternoon: I left [redacted] a message today I wanted to explain that we are the Medical Alarm Company, not the Sales AgencyWe ship our Medical Alarm Equipment and monitor our 200,Subscribers Nationwide All calls between the Sales Agent and Subscriber are recorded [redacted] ordered the Service on through the Sales Agency and provided his payment information at that time We contacted [redacted] on and he confirmed that he understood what the service was, how much he would be paying monthly, and requested that we expedite the Medical Alarm equipment to himThe equipment was delivered to [redacted] on It was returned and [redacted] 's account was made inactive with us on There will be no further payment attemptsAt this time, we will refund two monthly payments of $each for a total of $ If there are any further questions or concerns, I may be reached directly at ###-###-#### Sincerely, [redacted] ***
Good Morning:In response to this Complaint, we are the Medical Alarm Company; we ship the equipment and monitor our 200,Subscribers Nationwide We have never and do not make outbound Sales Calls There are, however, hundreds of Sales Agencies across the Country that sell the Medical Alarm Service It is an industry-wide practice whereby the Medical Alarm Companies purchase those accounts A certain criteria must be met before an account is purchasedAll Sales Calls must be recorded; it must be confirmed no less than times that a Subscriber understands what the Service is, what their monthly monitoring fee will be, and the Subscribers provides their payment informationBefore we ship our equipment, we always place a Confirmation Call to the new Subscriber to make certain the Subscriber does want the serviceProper protocol is always in place.We do not condone any type of inappropriate Sales Practices on the part of the Sales Agencies [redacted] had placed an order through his phone number ###-###-#### As soon as we became aware of his Complaint as to what this particular Sales Agency was doing in terms of multiple calls to him, we cut them offWe will no longer do business with them.Sincerely, [redacted] ###-###-####, ext***