Marjorie Wells Beauty Shop

Good Afternoon:I spoke with [redacted] today and informed him that his dad's account is closed.  Per the tracking information that [redacted] provided, the medical alarm equipment was returned to us on 3/**/16.  Although [redacted] had been in possession of the rental equipment since February...

2015, I told [redacted] to disregard the invoice that [redacted] had received, and assured him there will be no further payment attempts.  I also explained to [redacted] that we are the Medical Alarm Company; we ship our equipment and monitor our Subscribers.  We are not a Sales Agency and have never made outbound sales calls.  There are, however, Outside Sellers across the Country that sell the medical alarm service, and we as the Medical Alarm Company, purchase those accounts. A certain criteria has to be met in order for us to purchase an account.  All sales calls must be recorded, the Subscriber must confirm with the Sales Agent no less than four times that they understand what the service is, what the monthly rate will be, and the Subscriber provides their payment information at that time.  Before we ship the equipment, we confirm with the Subscriber that they do want the service.  I apologized to [redacted] if he was spoken to in a rude or discourteous way by one of our Customer Service Representatives, and I assured him that it will be looked into and addressed on our end.On behalf of Lifewatch USA, I would like to thank [redacted] and his dad, [redacted], for their service to our Country, and if there are any further questions or concerns, I can always be reached directly at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11625602, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Good Afternoon:I left a message for [redacted] to please contact me regarding this Complaint. First, I want to let [redacted] know that we do not tolerate any of our Subscribers or their family members being treated in a rude or disrespectful way.  I will obtain the recording of that phone call, and I...

assure [redacted] that it will be handled in an appropriate way.  In terms of [redacted] stating that the unit that Virginia had that needed to be replaced was obsolete, I am wondering if perhaps Virginia had changed her phone service, and that is why the unit had to be switched out. Different model units work with different phone services.  If Virginia had changed her phone service after the original unit had been connected for a period of time, that would be the reason for a unit needing to be replaced.  I also wanted to explain to [redacted] and Viriginia that we always send a return label when we send a replacement unit as a courtesy.  The Customer Service Representative that they spoke with who recommended the Switchover, would have explained that we would send a return label with the replacement unit.  The original unit could simply be placed in the box that the replacement unit was shipped in, and be taken to the Post Office.  In the interest of excellent Customer Service, we will send Virginia a refund check in the amount of $149.50, which is half the fee paid for the unit that was misplaced.I am requesting that [redacted] please contact me via phone at ###-###-#### or via email: [redacted] to inform me of the address to send Virginia's refund check. He mentioned in the complaint that she is moving in with him, so I would need to know her new location, please.Once again, I do apologize if Virginia or [redacted] felt they were not treated in a polite and courteous way, and on behalf of Lifewatch USA, extend our best wishes to Virginia, Thomas, and family.Sincerely,Pam C[redacted]

Good Afternoon:I emailed the Return Label to [redacted], so he would get it immediately.  [redacted] simply has to put the Return Label on the box the unit was shipped in, or place the equipment in a bubble envelope with the Return Label affixed--whatever is easier for him,  and take it to the...

Post Office.  Once the equipment is returned to us, his account will be closed.  There will be no further payment attempts, once we are in receipt of our rental equipment.  He should discard any invoices that were sent to him at this time.If there are any further questions or concerns, [redacted] can reach out to me directly at ###-###-#### or via email: [email protected],Pam C[redacted]Customer Relations Manager

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:
Hello, My name is [redacted]'s daughter. I am handling this now. My father is 85, a senior citizen and senile. That is why my brother stepped in before. We felt as though my father was taken advantage of. My brother , [redacted], said they scoured the house for the equipment that LifeWatch never asked for for months and they were the ones never returning phone calls made asking for help. He can't find the equipment. Why SIX+ MONTHS later are they starting this up again. I remember this whole thing, could never get someone on the phone. 
 
  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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 spoke with [redacted] today and explained to her that we are the Medical Alarm Company; we ship our equipment and monitor 200,000 Subscribers Nationwide. We are not the Sales Agency. I explained that perhaps her mom had asked what the payment was for the Medical Alarm Equipment, and...

the Outside Sales Agent told her there was no charge for the equipment because it is rental equipment, and that is why [redacted] thought the service was free.  I further explained to [redacted]hat the monthly payments for $34.95 was the Monitoring Fee, and her mom did provide payment information for that.  That is why [redacted] had given her payment info--for the monthly monitoring fee.  Melissa and I came to a resolution that I would email her a Return label for the equipment, and upon receipt of our rental equipment, I will process a refund for $158, half of what [redacted] had paid us.  In addition, we have not received a number of payments for the last few months, but we accept that loss.  Although [redacted] had not connected the unit, we activate the unit with the Monitoring Center from the day the equipment is shipped;  and have been paying the Monitoring Fees on that unit since it was shipped on 4/**/15.  If Melissa has any further questions or concerns, she can reach me directly at ###-###-####.Sincerely,Pam C[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 Morning:I spoke with [redacted] this morning, and all is resolved.  I explained to [redacted] that we received her in home unit and medical alarm button, but we did not receive the [redacted] Help Now Device that we had originally shipped with the in home unit. She stated that she was certain that she...

sent everything back.  In the interest of excellent Customer Service, we are marking that unit as "lost" and we are closing her account. There will be no further payment attempts.  We will accept the loss of our 911 Unit.In terms of refunding her for the cost of the return shipment, we shipped the equipment to her free of charge; however, it is Company procedure, that if the Subscriber decides to cancel the service, they are responsible for the return of the unit to us.If there are any further questions or concerns, I may be reached directly at ###-###-####, ext. [redacted].Sincerely,Pam C[redacted]Customer Relations Manage

This complaint was resolved prior to us recieving it.

Good Afternoon:In response to this Complaint, Diego ordered the service on 8/**/14, and the unit was delivered to him in early September of that year.  Virginia can reach out to me directly at ###-###-#### for more details, but I would like to explain that we are the Medical Alarm Company, we...

are not the Sales Agency.  We ship our equipment and monitor our 200,000 Subscribers.  We have never made outbound sales calls.  There are, however, Sales Agencies across the country that sell the medical alarm service and we, as the Medical Alarm Company, along with most other med alarm companies, purchase those accounts.A certain criteria has to be met before an account is purchased.  All sales calls are recorded, the Subscriber must confirm no less than 4 times that they understand what the service is, what their monthly payments will be, and they provide their payment information at that time.  There would be no way that the Outside Seller would have been able to obtain Diego's credit card information, without Diego giving it to them.  Before the equipment is shipped, we contact the Subscriber to confirm they do want the service and want the equipment shipped to them.  From the day the equipment is shipped, the account is activated with the Monitoring Center, so that any time the equipment is connected, they have the Subscriber's pertinent information, in terms of name, address and phone number, if assistance is required. There is no contract and the service can be cancelled at any time, as long as our rental equipment is returned to us.  In the interest of excellent Customer Service, we will accept the loss of our rental equipment and close Diego's account.  There will be no further billing attempts.Sincerely,Pam C[redacted]Customer Relations Manager

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]

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 have not been able to make contact with Ms C[redacted] as we have been playing phone tag.I see where she has made the reference to the June bill crossing over in the mail as well as receiving the equiptment back.However I need to understand the continual billing of August and Sept statements if account was closed in June.Until I see this has been resolved and we will no longer receive billing statements from her company I consider this open file.I will continue to try to reach Ms. c[redacted].Thank you for your underdstanding in this matter.[redacted] for [redacted]
[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Good Morning:I left a message for [redacted], and I extend my condolences on the passing of her father.James had paid the annual...

payment of $359.40 for the Medical Alarm Equipment that was delivered on June **, 2015. In addition, there was a $40 fee for the lockbox he purchased. However, once a Subscriber pays for the lockbox, they own it. Therefore, that does not have to be returned, and no refund is in order for that. The Medical Alarm Rental equipment was returned to us approximately two months after it was delivered to James, and his account was made inactive on August **, 2015.  A refund check in the amount of $299.50 was sent out on August **, 2015 ($359.40-$59.90 for 2 months of service).  It has been confirmed by the Bookkeeping Department that the check that was sent has not been cashed.  Therefore, we will re-issue and send a replacement check directly to [redacted] because she was listed as the Responsible party on James' account.  I would appreciate [redacted] either calling me directly at ###-###-#### with her address information, or if she prefers, she can email me,  [redacted].Sincerely,Pam C[redacted]Customer Relations Manager

Good Afternoon:In response to this Complaint, I left a message at the daytime phone number that was on the Complaint: ###-###-####.  I wanted to explain to Sheri that we are the Medical Alarm Company; we ship our equipment and monitor our 200,000 Subscribers Nationwide.  We are not a sales...

agency.  In terms of the Outside Seller being pushy, we will attempt to obtain the recording.  We will not tolerate a Sales Agent behaving in a pushy way.  In viewing Sheri's account, I do see that she placed the order with the Outside Seller, and we shipped the equipment to her on 2/**/16.  We have confirmed delivery of the rental equipment on 2/**/16 at 1:53pm per [redacted] Tracking #[redacted]  We would appreciate if Sherrie, her husband, and daughter would search the house for the equipment--in places such as the closets, under the beds, etc.  There are times when our Subscribers and family members call to say they have not received the equipment, and then call me back to say they have found it in obscure places such as in a closet or under the bed.  We would be happy to send a return label to them, so that our equipment can be sent back to us.In regard to Sherrie stating she called to cancel the service, and was told she could not, that is not the case.  What Sherrie was told, is that the equipment was already delivered, and she simply had to send it back to us, in order to cancel the account.  In the interim, I am closing Sherie's account.  We will have to accept the loss of our medical alarm equipment.  There will be no further billing attempts. However, I would appreciate Sherie contacting me directly at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager

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 would like to thank Revdex.com for help in resolving this issue, as I was receiving no cooperation from anyone at LIFEWATCH.  I especially would like to thank, Pam, who listened to my side of the story and processed my requeest in a very professional manner. Sincerely,
[redacted]

Good Afternoon:I have left a few messages for [redacted], and have not heard back from him.  There have been numerous call attempts made by us and messages left explaining that we must be in receipt of our Medical Alarm Equipment in order to cancel [redacted] account.  To reiterate, if [redacted]...

[redacted] wants to cancel [redacted] account, he must send the rental equipment to us.  At that point, we will close the account and there will be no further billing attempts. The $495 invoice that [redacted] received was for the value of the rental equipment.  Our rental equipment was delivered almost one year ago--in September 2014.  If [redacted] would have either refused the package at the time of delivery or sent it back to us during the course of the year, [redacted] account would have been made inactive.We are sending a return label for the return of the equipment, as a courtesy to [redacted].If there are any further questions or concerns, I may be reached directly at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager

Good Afternoon:In response to this Complaint, I contacted [redacted] to inform her that we have closed [redacted] account.  There will be no further billing attempts.  I asked [redacted] if she had the tracking information for the return of the unit because we do not show in our System that it is back...

in our Inventory. She said she did not have any tracking information.  However, in the interest of excellent Customer Service, we accept the loss of our unit, and as stated, [redacted] account is closed at this time.If there are any further questions or concerns, [redacted] can feel free to reach me directly at ###-###-####.Sincerely,Pam C[redacted]Customer Relations Manager

Good Afternoon: In response to this Complaint, I spoke with [redacted], and all is resolved.I instructed [redacted] to ship the medical alarm equipment back to us.  Upon receipt of our rental equipment, we will process a refund for her mother, [redacted].I explained to [redacted] that our Customer...

Service Number is ###-###-####;  I am not familiar with the number she had tried to reach us at.[redacted] can feel free to reach out to me directly at ###-###-####, if there are any further questions or concerns.Thank you.Sincerely,Pam C[redacted]Customer Relations Manager