Medical Guardian

Hi ***,I want to start by offering our condolences for your lossWe hope our services gave you and your family some piece of mind We pride ourselves on excellent customer service which includes compassion and empathyYour call with us will be reviewed and handled if we did not show the
level of compassion and empathy we hold ourselves accountable toThe refund we owe you was sent on January 18thWe apologize for your inconvenience!Thank you for your patience!

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***

Hi ***,
I appreciate your patienceThe check was delivered today at 10:I left you a voicemail with my phone number for you to reach me with any questions you may haveThank you again!

*** ***,We are incredibly sorry for this experience We'd like to assure you that $was refunded to the Credit Card ending in *** You should see this show up byFriday at the latest Additionally, a return label for the device has been sentto youPlease accept
our apologies and let us know if there is anything elsewe can help you with.Thanks,Medical Guardian Team

*** ***,I apologize for any inconvenience you have experienced related to the purchase of your Medical Alert deviceI believe you have spoken with our billing supervisor Simone and that a full refund is in process for you upon the receipt of your unit.Again I apologize for the
inconvenience and hope that we have resolved this matter to your satisfaction.Best Regards,Geoff

Ms***,We are sorry for the confusionWhen you recently spoke with Simone, our billing manager, on 1/2/you realized that you had changed monitoring companies and that the money you were charged was from another *** *** company and not *** ***You had been a customer with us until 11/18/and when you canceled your account with us we refunded you in fullSince we are not the company that you are with now we are not able to provide you a refundIf you were to give us the company name that is on you billing statement we would be happy to try and contact them on your behalf and assist in any way to resolve this issue.Sincerely,Geoff

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and accept the credit though I find that this resolution though is not satisfactory to me in that it took almost four months for the credit to finally occur, you did not offer any apologies, you never responded to any of my inquires, you never responded to monthly equipment tests, etcFortunately for me, they were only tested callsHad they been real though, it could have meant the loss of a lifeThere should have some compensation for withholding my moneyYet, we all reap what we sow in due season
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Because this business has promised to refund me times prior to filing a complaint with Revdex.comUntil a check is received I have no regards for the honesty of this business
Regards,
*** ***

Hi ***,Thank you for your time on the phone this afternoon! As I mentioned on the phone we refunded the additional $back to your account today We apologize for the misunderstanding of our systems capabilitiesAfter listening to the calls it is my understanding that Joe was
talking about the distance our button would work from the base station being two football fields in every directionAnd if she was in the basement and could not communicate with us we would follow our non-response protocol.If you have any further questions please do not hesitate to call!Thank you again!

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 although the check sent to me was only for $I am not going to be picky, thank you for your timely attention into this matter, I had already paid for the shipping it should be arriving today at your company
Regards,
*** ***

[redacted],I apologize for any inconvenience you may have experienced. My billing manager Simone has cancelled out the account and refunded to you the disputed monies. We will not send you account to collections and any letters that you received or that may already be in the mail can be ignored. Simone...

left you a message to ask what method you wished to received the confirmation. Once we have that it will be sent immediately to your attention.Again sorry for the inconvenience.Sincerely Geoff

We investigated this concern and refunded the amount of
$119.85 on 8/1/14, following the conversation with [redacted] on 7/31/14. We have contacted the...

customer via phone
and email to advise him of the resolution.
The client confirmed that he did receive the refund and is satisfied with the resolution
If you any additional questions please contact our Director of Accounts,
Jamille W[redacted], directly at ###-###-####. Thank you for your
patience.
Best Regards,
Medical Guardian

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

[redacted]   A full refund of $144.35 has been initiated to the debit card you provided us.  We very much apologize for any inconvenience and please let usknow if we can be of any further assistance.Regards,Medical Guardian Team

Dear Revdex.com,
I have reviewed the account history for [redacted] did follow all of the correct procedures when calling in to cancel her father's account. [redacted] did sent the equipment back in a timely manner, and...

unfortunately we did not get the refund processed and credited back to her credit card within the 30 day timeline as we promised. The refund was processed and credited on 8/20/2015 which was 8 days over the 30 day promise. 
I reached out and spoke to [redacted] to apologize for the delay. [redacted] did confirm receipt of the refund and was satisfied.
Regards,
 
Michael D[redacted]
Client Services Manager
Medical Guardian™
1818 Market Street Suite 1200
Philadelphia, PA 19103
( ###-###-####  ext. [redacted]
+ [redacted]@medicalguardian.com

We investigated this concern and refunded the amount of $89.85 to [redacted] on 7/16/14. We have contacted the customer via phone and email to advise her of the resolution. Please allow 7-10 business days for the refund to be credited to the account.If you any additional questions...

please contact our Director of Accounts, Jamille W[redacted], directly at ###-###-####. Thank you for your patience.Best Regards,Medical Guardian

Dear Revdex.com,We have reviewed the Account for [redacted]. We reached out and spoke to [redacted] to discuss the Refund and Cancellation Policy. During this call we politely explained the Refund Policy and Return Policy in Detail. We also listened to the initial Sales Call that took place with [redacted]...

[redacted]. On this call our 90 Day Return Policy was explained which [redacted], on the call, stated he completely understood and was aware that he committing to a "90 day Commitment Policy" which states that they will not be eligible for a refund if the account is canceled within the 90 Day period.  [redacted] stated he understood that he agreed to the policy but still did not feel he should be held to it as the device was not used. We explained to [redacted] that the devices are shipped conditionally active and it is the responsibility of the client to use the device when it is received. [redacted] did not feel he should be held to that policy. We politely informed [redacted] that by him accepting the terms of service we cannot offer a full refund.After the complaint was received, we did attempt to reach out to [redacted] to discuss the matter further. [redacted] did not have a voicemail option on his phone so we reached out to an alternate number on his account and left a message with his secretary.We will continue to communicate with [redacted] so a resolution can be met

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  The credit card company has not credited her account yet but I suspect it will show up in a couple of days.
Regards,
[redacted]

Hi [redacted],It was a pleasure speaking with you today!  Thank you for your patience and understanding. As we discussed on the phone today we went ahead and refunded $230 to your account. This is the amount you paid for the Fall Detection button from your start date.Please call me on my direct...

number with any questions you have in the future.Thank you again!

[A default letter is provided here which indicates your...

acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]