Medical Guardian

Hi [redacted],Thank you for your time on the phone today. I apologize for any confusion about needing the system back in order to cancel. As I mentioned on the phone we will waive the past due charges once we receive the system back. I have also sent a return label to your Dad to send the system back to...

us as well. Please reach out to me directly with any further questions or concerns.Thank you!

Dear **. [redacted],
We recently received your complaint regarding the billing discrepancy. We understand your frustration and regret any inconvenience this may have caused you.
Your account was mistakenly charged $89.85 on 1/29/14. As promised on 1/30/14, your account was...

cancelled and the amount of $89.85 was refunded to your credit card. The automated email you subsequently received was sent in error and only referenced the original transaction placed on 1/29/14.
Medical Guardian is committed to providing excellent service to our customers so we regret your experience and are working to ensure this never happens again. If you have any further questions or comments please feel free to contact me at ###-###-####.
Sincerely,
[redacted]
Director of Accounts

[redacted], 
     Your incredibly bad experience has been brought to my attention.  I would like the chance to understand in greater detail what took place throughout this experience and
explain some of my findings as I've looked into the situation.   Please email me with a phone number I can reach you on Monday or simply call me directly.  My email is 
[redacted] and my direct line is ###-###-####.
I apologize for this frustrating experience and will do everything I can to improve your relationship with our company and the process in general.
Best regards, 
       Geoff G[redacted]
        CEO

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

Hi [redacted],We apologize for our mistake. We have recently changed our billing software and unfortunately the auto-pay was automatically triggered. We have refunded your $59.90 today, which should show on your account within a couple business days.  Auto-pay will not happen again as I have...

deleted the credit card information! For the inconvenience we have caused you, we have applied two months credit towards account as well.I left you a voicemail today for you to call me with any questions or concerns you may have!Thank you!

Dear **. [redacted],
Roman","serif";
mso-fareast-font-family:Calibri;mso-fareast-theme-font:minor-latin;mso-ansi-lang...⇄ /> EN-US;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">We received your
complaint and have investigated the incident. Our records show that you have been in contact with one of our sales managers, [redacted]. Your original equipment was received and a refund is being processed. On 5/7/14 the correct unit was delivered and our customer service department attempted to assist with the activation and set- up but were unable to reach you.  Medical Guardian is committed to providing excellent customer service. We are grateful you chose us to protect your loved one. If you have any further questions please contact me directly at ###-###-####.
Best Regards,
[redacted]Director of Customer Service

[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]

[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]
Allso, check received 02/23/16 by overnight mail-thank you for help in this situation!! [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.  From: [redacted] <[redacted].net>Date: Mon, Feb 22, 2016 at 3:07 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>I received $59.90 back into my account.  Thank you for your help.  [redacted]
Regards,
[redacted]

Revdex.com,[redacted] was called back to inform him that his Cancellation was being processed today 6/8/15 and all refunds owed including the most recent charge of 33.95 will be funded back to the payment method on file.I informed him as the Client Services rep did on his call that the Return Process...

can take up to 30 days to be processed which is why he was charged the additional month.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 8/13/2014 at 1:02 PM conversation with Mr. G[redacted], CEO
and/or President of Medical Guardian.Quick Summary. Mr. G[redacted] seemed distressed by
this situation and promised to facilitate the refund from Medical Alert immediately after our phone conversation, which he did (relevant to the Medical
Alert complaint).   From my
perspective, based on Mr. G[redacted]’ explanations or lack thereof as noted in this
Summary, and aside from Mr. G[redacted]’ assurances that changes will be made in all
respects, nothing was accomplished during this conversation except to confirm
the legitimacy of my complaint. There does appear to be false or deceptive
advertising, questionable business practices, false or misrepresented terms,
etc.  Mr. G[redacted]’
response to Revdex.com regarding my complaint, made subsequent to our conversation,
appears to invalidate the remorse expressed during our conversation and puts
into question his sincerity. I feel confident that Medical Guardian will
continue to practice business as usual with little if any change to their
process.  And the duped clients will be ailing senior citizens.  I ask Revdex.com
to question their continued approval/endorsement of this company. Introduction. 
Mr. G[redacted] introduced himself and thanked me for talking with him. His
purpose in this call was:to assure me that there was no fraud; that the company is legitimate;  that if internet advertising was misleading or not transparent, he has already taken steps to immediately correct it; that it was his intention to personally initiate an immediate refund.Q.  Mr. G[redacted]
asked me to provide an update on events since I filed a complaint against
Medical Guardian. R. A complaint has been filed against Medical AlertThe [redacted] transaction has been turned over to their Fraud Department when the postage paid return receipt was not received as of 8/10. I told Mr. G[redacted] that it appears that in addition to all the other related issues, Medical Alert is sabotaging the refund process by failing to complete Step 1: provide the label.I told him that, with great ongoing effort, I had spoken to several people at Medical Alert in an effort to resolve the issues; that I have records of all conversations with names, dates, and time including discussion summaries.There has been no further action from Medical Alert despite repeated promises and Rosie’s email confirming the agreed upon terms.Mr. G[redacted] said “he was unaware of these issues”.  I find it very interesting that Medical
Guardian’s President/CEO, having read the complaint filed against his company via
Revdex.com which “he takes very seriously”, would not immediately contact the
offending company with which Medical Guardian is associated.  One wonders why he chose not to contact them,
or why he chose to lie about it.  He
apologized repeatedly during the 18 minute conversation, while also stating how
seriously Medical Guardian “takes these complaints” (I believe he implied a
couple of complaints). I noted that several complaints have been filed with
Revdex.com, about 15, and he very hastily corrected me to say 13 (these numbers are
near but not accurate), and then said they were not related to advertising or
these other of these complaint issues which is not entirely correct.  In my opinion, he was again attempting to
misrepresent the facts which points to his honesty, sincerity or intention to
alter their business ethics.Q. How did my order with Medical Guardian result in a
sale to Medical Alert?R. “Medical Guardian is a dealer for Medical Alert” and then
stated that “he couldn’t understand or explain why my sale was transferred to
Medical Alert”.  So, how can this company,
in business for itself, also be sales dealers transferring sales from their own
business to another competing business especially without any prior
notification to the customer?  I question
his position that they did not commit advertising or any other type of
misrepresentation or deception during the sales process.  In my or any other case, transparency at the
time of sale would have indicated no prior intention to deceive.  He could not, or chose not, to further
clarify the intricate business relationship and sales process so that I could
understand how this sales issue happened.  Not Resolved.Q. Explain the subsequent phone connection failure for
Ben Fish which rolled over to Medical Alert after the sale.R. “Once the sale is transferred to
Medical Alert, it is wiped off the Medical Guardian system which is why I could
no longer contact Ben using a Medical Guardian number”.   This sales-switching now sounds like a
common practice although a minute ago he couldn’t explain the sales transfer.  The issue
remains that Medical Guardian sells themselves on every medical alert website
as the #1 device and service-providing company and it can’t be both in business
for itself and an agent for another company which would be conducting business against themselves. This issue is
still very questionable.  Not resolved.Q. Explain the email transmission
error for a communication I sent to Ben subsequent to the sale inquiring about
Medical Alert after receiving the package from this unknown company.R. “He cannot explain it”.  I then opened an email from Ben and read Ben’s
email address within it; yes, it is correct and Ben F[redacted] still works for them;
perhaps it was a “systems failure”.   I did not respond to this answer since I had
already explained that I made several attempts, on different days, to contact
Ben.  Not resolved.Q. Explain why Medical Alert indicates the sales person
on record is Gail Harris and not Ben Fish.R. “He cannot explain it”.  Not resolved.Q. Explain why Medical Alert never heard of Ben F[redacted]
and Medical Guardian never heard of Gail H[redacted].R. “He cannot explain it”.  Not resolved.Q. Explain the confirmation email from Medical Guardian,
Ben F[redacted], which states “NO CONTRACT” and yet Medical Alert, who handled the
sale made by Medical Guardian, presented a 22-point contract to which I was
required to affix my signature with date and return within specified time to
activate the system. R. He said “No Contract” is incorrect and it should state: “No Long-Term Contract”; there is a
30-day agreement.  I reiterated that I had Ben’s email
confirming NO CONTRACT as part of his sales pitch.  He said Ben misquoted - their error.  He
did not further explain this issue except that Medical Guardian will change
their advertising, which also implies no contract is required, to ensure more
transparency.  He did not explain the
unexpected 22-point document which IS a legally binding contract once signed.Medical Guardian’s Response to Revdex.com Regarding this
complaint.  Mr. G[redacted]’s analogy
regarding the vacuum sale is humorous but tragic and has no relationship to the
deception from their sales agent nor the advertising issues noted in my
complaint.  [redacted], [redacted] and [redacted] are used here as examples. If [redacted] sold a Dyson
vacuum, and I was at a physical [redacted] store or on a clearly marked [redacted]
website, the company with which I would enter into a sales agreement for the
[redacted] would be [redacted]. It is inconceivable that [redacted], behind the scene and
after the sale, would give the sale to [redacted].  Not resolved.Call
terminated at 1:20 PM.8/13/14 at
4:05 PM. Mr. G[redacted] phoned to confirm that my account has been credited for the
full amount and should post in a day or two (it has posted). Also that a
shipping label was generated; he didn’t know if Medical Alert shipped the label
via [redacted] or [redacted] but had a tracking # [redacted].

Mr. [redacted],We apologize for any inconvenience we may have created for you related to this issue. My billing supervisor has provided a refund as you requested and hope that this resolves the matter to your satisfaction. Sincerely,Geoff

[redacted],    I was very sorry to hear about your less than pleasant experience with Medical Guardian.  I had my team look into it quite extensively and I agree that the ball was dropped at many different points. I have authorized a full refund for the amount requested. This can take...

up to 3 business days.I'm at a conference this week but I'd welcome the opportunity to learn more about your experience if you are so willing to share with me.  If you'd like to speak, please email me some times you are available on Monday or Tuesday. My email is [redacted]@medicalguardian.com.  Please look for your refund towards the Fri-Mon time frame.Thanks,[redacted] G[redacted]CEO[redacted]@medicalguardian.com

Hi [redacted],I reached out to you today and left you a voicemail. I apologize for the inconvenience we have caused you! The reason we did not refund your account previously was because your credit card company took your payment back from us. However, we have refunded $70 to your Credit Card today....

 I left my direct phone number for you to call with any questions you may still have.Thank you for your patience!

[redacted] from our team informed us that he spoke with you and got everything situated. To confirmed we have removed you from any collection activity, cleared the outstanding balance and you should no longerbe bothered with any communication regarding this matter. We sincerely apologize for any...

hassle this may have caused to you.  Please let us know if we can assist in any other way. Regards,Medical Guardian Team

[redacted],   We are sorry for your poor experience. We have issued a full refund and sent you out a return label for the unit to be returned to us. We tried you a couple timesto explain via telephone but have unable to reach you. If you have any additional issues please call us at...

###-###-#### and speak with Simone, our Billing Manager.Regards,Medical Guardian Team

[redacted],I am sorry to hear of your experience with our company. I have had our billing manager zero out and credit any balance due and instructed the team to not call your residence. I apologize for your inconvenience in this matter.Sincerely,Geoff

[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.  As long as there is not a charge on the renewal date and/or future renewal dates, I am satisfied with this resolution.
Regards,
[redacted]

From: [redacted] <[redacted]@[redacted].net>Date: Mon, Mar 20, 2017 at 12:50 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Thank you so much!...

 Medical Guardian just called and took care of everything.[redacted]

Dear Revdex.com,
I have reviewed both the complaint and the account for [redacted]. After reviewing the account, [redacted] was indeed entitled to a full refund due to our services not working in her home.
Unfortunately, there was an oversight on our end that caused...

the partial credit instead of the full refund. We have corrected this oversight on our end to prevent these type of errors from happening again. [redacted] will be refunded the remaining $33.00 immediately in the form of an overnight check.I attempted to reach out to [redacted] however, she was not available. I left a voicemail explaining she will be refunded in full. I provided my contact information so she can call and speak directly to me. I will continue to reach out to her so I can speak to her in person, as I want to apologize on behalf of Medical Guardian for any miscommunication.
Sincerely,
Michael D[redacted]
Client Services Manager