MedGuard Alert, Inc.

The medical pendant was received in July 2016. We have spoken the the client several times. There have been no payments since October so there is nothing to refund. The client has options, we can waive the current balance and send new equipment out or we can cancel and
forgive the lost equipment fee. I will have a manager contact her to discuss. We are not refunding payments because teh equipment was shipped and we charge a $lost equipment fee which we will waive the difference on

Customer called in on 10/and address was changed. She was given free months of service and chose to retain our service. Please let us know if this is not resolved

Good Afternoon:I tried to reach out to ***, but he did not answer, and I left a message for him to call me back to further discuss this situation Per our records, *** ordered the service on 1/29/and it was delivered to him a few weeks later in February We would have no
way of obtaining ***'s information, including specific payment information, unless he provided that info We request that *** please look around his home to see if perhaps the package that was delivered to him was placed in a closet or storage area We shipped $worth of rental equipment to him, and the protocol is that we are unable to cancel an account until our equipment is returned Regarding ***'s documentation that we are seeking $for three months of service, that is incorrectThe amount due is for non-payment for months of service.If *** would please contact me directly at ###-###-####, it would be appreciated In the meantime, in the interest of excellent customer service, if *** is unable to locate the equipment, we will accept the loss of our equipment, and close his account.Sincerely,Pam C***Customer Relations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIF they send out an appliance and have no way of detecting what has happened to it after two months that just supports my concerns about the reliability and true usefulness of the supposed serviceThe device will be returned to them in the same, unopened package in which it was received
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***

Good Afternoon:I left a message for *** in regard to this Complaint I wanted to explain to him that t is company protocol that we are unable to cancel an account, until we are in receipt of our rental equipment If *** could provide the tracking information showing that the unit was
delivered to us at *** *** *** ** *** **,, it would be much appreciatedIn addition, per the attached Monitoring Center Report from 8/22/15, the equipment *** has worked perfectly when he did multiple tests with it that day He was able to have two-way communicate with the Monitoring Center Operator and informed her that there was no emergency.--that he was just testing Lastly, if *** called the ###-###-#### phone number, he would have been able to leave a message, and his call would have been returned He stated that when the phone number is called, there are multiple pitches I have been here for years, and when the lines are occupied, the Recording he will hear is, "Please continue to hold or leave a message" In the interest of excellent Customer Service, we will cancel ***'s account and accept the loss for the Medical Alarm Equipment that was not returned If *** is able to locate the Medical Alarm Equipment somewhere in his home, he can contact me directly at either ###-###-####, ext, or ###-###-####, or via email: *** I would be happy to send him a return label, so that we would be responsible for the payment for the return of the return shipment.Thank you.Sincerely,Pam C***Customer Relations Manager

The client only returned the pendant and not thease unit which is why the account remained open. As a matter of outstanding customer service and because the customer did pay the contract buyout we have now cancelled this account and will forgive the lost equipment fee that is due.
There will be no further obligation or billing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
IF they send out an appliance and have no way of detecting what has happened to it after two months that just supports my concerns about the reliability and true usefulness of the supposed service.The device will be returned to them in the same, unopened package in which it was received
Sincerely,
*** ***

I will have *** *** who is a collector call you to set up a payment arrangement. There must be some firm terms. We can't just say pay whenever you can. *** will assist

Customers are required to plug in and test the units. We won't know if they don't it's not magic. It sends a signal through the phone line so if you press your button it contacts the monitoring center. At any rate the customer may return the unit at any time and there will be no
further billing once we recieve it with a letter of cancellation. You may send to *** *** *** *** ** ***. Insuring it is not necessary and I cannot advise you on how much to insure it for

Good afternoon. We need an account number and the name of the subscriber and an address we can research this account from

We spoke with the daughter and agreed to close the account No further obligation due of either party upon the other

Account has been adjusted to $400 for the lost equipment fee and back balance.  No further billing is forthcoming.  The client should pay the $400 within 90 days.

Good Morning:I spoke with [redacted] this morning and verified with her, as our Customer Service Representative, Larry did yesterday, that we dispatched to [redacted] correct address on 4/2/16.  In fact, we verified the address with [redacted] who was with [redacted] at the time of the emergency that the...

correct address for [redacted] is [redacted].   We have a recording of the dispatch call to 911.  In addition, I explained to [redacted] that the Medical Alarm Equipment should be tested on a monthly basis to make sure all is working fine.   In reviewing [redacted] information, I noted that [redacted] has been in possession of the same unit for a number of years, and even though in worked perfectly when she pressed her button on 4/2/16, we are going to send her a new, upgraded unit.  I apologized to [redacted] that she was left holding for a long period of time when she tried to get through to Customer Service, and I will research that on my end.  However, I gave her my direct number to call, if there are any future questions or concerns.I am so pleased to report that all was resolved to [redacted]'s satisfaction when we spoke.Sincerely,Pam C[redacted]Customer Relations Manager

The client only returned the pendant and not thease unit which is why the account remained open.  As a matter of outstanding customer service and because the customer did pay the contract buyout we have now cancelled this account and will forgive the lost equipment fee that is...

due.  There will be no further obligation or billing.

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.
I...

would ask that MedGuard Alert forward a statement showing that the account balance is -0- and the account has been cancelled, and closed.
Sincerely,
[redacted]

The post office lost the package.  The manager will call you today and send you out another unit.

Good Afternoon:
I tried to reach out to [redacted], but he did not answer, and I left a message for him to call me back to further discuss this situation.  Per our records, [redacted] ordered the service on 1/29/13 and it was delivered to him a few weeks later in February 2014....

 We would have no way of obtaining [redacted]'s information, including specific payment information, unless he provided that info.  We request that [redacted] please look around his home to see if perhaps the package that was delivered to him was placed in a closet or storage area.  We shipped $250 worth of rental equipment to him, and the protocol is that we are unable to cancel an account until our equipment is returned.  Regarding [redacted]'s documentation that we are seeking $299.97 for three months of service, that is incorrect. The amount due is for non-payment for 9 months of service.
If [redacted] would please contact me directly at ###-###-####, it would be appreciated.  In the meantime, in the interest of excellent customer service, if [redacted] is unable to locate the equipment, we will accept the loss of our equipment,  and close his account.
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.
Sincerely,
[redacted]

The clients order was just confirmed on 4/4.  We tell tehm 7 to 10 business days to recieve equipment.  The client will not be charged again until one month from the time he recieves it so we do not charge when no service is provided.  If teh client wishes to cancel his order he may...

call us and do so and we will refund teh initial payment.