MedGuard Alert, Inc.

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 spoke to Ms. Pam C[redacted] today, and she agreed to cancel everything.  Thank you very much for your assistance with this matter.  I believe that your intervention lead to this resolution.
Sincerely,
[redacted]

Good Afternoon:
I left a message for [redacted] 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 [redacted] could provide the tracking information...

showing that the unit was delivered to us at [redacted],, it would be much appreciated. In addition, per the attached Monitoring Center Report from 8/22/15, the equipment [redacted] 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 [redacted] 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 13 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 [redacted]'s account and accept the loss for the Medical Alarm Equipment that was not returned.  If [redacted] is able to locate the Medical Alarm Equipment somewhere in his home, he can contact me directly at either 
###-###-####, ext, 1895 or ###-###-####, or via email: [redacted].  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[redacted]
Customer Relations Manager

It was an error on our part.  Do not see that the equipment was received but it's no matter.  A check will be mailed for $220 for 6 months of service.  Thank you and the account is now properly cancelled.

These are month to month agreements.  Once the equipment is returned the account will be cancelled and no further billing assessed.

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

As long as a customer is in possession of our activated medical alert unit they are charged the monthly fee.  As soon as the item is returned we will discontinue billing.  It's a service that is being provided so no refund is due.