Medical Guardian

[redacted]....we apologize for the trouble. Here is a summary from our Collections Manager who looked into your case:I have since resolved the aforementioned matter concerning [redacted] ref # [redacted] First action taken I contacted [redacted] at which time I immediately apologized for...

all inconvenience this matter has caused. I then made [redacted] aware that a full refund of her initial payment $549.45 processed on 2/19/2016 has been refunded to the very same [redacted] ending in [redacted]. I also assured [redacted] at no time has any of the 3 Credit Bureau Reporting Agencies i.e. ([redacted] been notified and her account has been completely dismantled with a zero balance. In closing I informed [redacted] that I have contacted [redacted] with instruction to Cease and Desist all collection efforts due to erroneously billing. [redacted] was pleased with the detailed explanation and the resolution.  Best,Medical Guardian Team

Dear Revdex.com,We have reviewed the account for [redacted]. [redacted] did call in to cancel her service due to product issues. The account was canceled as requested and [redacted] was provided with return instructions as well as advised that any refund owed could take up to 30 days to be received...

once we received the unit back. The unit was received on 8/3 and her refund was processed today, 8/25/15 in the form of an overnighted check, which was within the time frame given at time of cancellation. We attempted to reach out to [redacted] to advise her that the refund was processed, however she was not home. We left a message with my direct info to review.Please let me know if we can do anything furtherSincerely,Michael D[redacted]Client Services Manager

Dear [redacted],
 
First, let me apologize again for the
delay in processing your cancellation and refund. This is not indicative of the
level of service we pride ourselves in providing here at Medical Guardian. I
understand the frustration of receiving incorrect information and we are...


investigating internally to ensure this does not take place again.
 
Our records reflect your refund was
processed in the form of a check on 3/7/16 and was mailed Friday 3/11/16 and is
in transit to you. However, it appears the address the check was sent to is different from the one you provided as the current address on 3/18/16. I have voided the check that was previously sent and am sending a new check to the confirmed address below via [redacted] for Saturday Overnight shipment: [redacted].[redacted]Culpepper, VA [redacted]Should you have any other questions or need assistance please
reach out to me directly at ###-###-####.
 
Thanks again for your patience!

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.

Mr. [redacted], I sincerely apologize for the error from our billing department.  I understand how frustrating this must be for you.  We are currently investigating what caused this error on your fathers account to make sure this never happens again.We have refunded both duplicate...

charges as well as an additional months service for your inconvenience.  Please do not hesitate to call with any further questions. Thank you again for your patience and understanding!

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]@[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]

[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]

Ms. [redacted],                We apologize for the inconvenience you experienced with our service. I believe you have been in touch with our billing supervisor Simone and she has processed a full refund to you. I again am sorry that we were not able to...

deliver a positive experience with our program and hope that we have resolved your concerns to your satisfaction, Sincerely,Geoff G[redacted]

Hi [redacted],I apologize for you loss! A full refund was issued today. The conversations you had with our staff will be reviewed and handled appropriately. I thank you for your feedback as we are always striving to improve.I left you a voicemail today with my direct number is there is anything else I...

can help you with.Thank you!

Dear Mr. [redacted],
Thank you for your feedback on your experience. We value
this information as it is our highest priority to ensure your satisfaction.
After looking into your concern I do see there was a delay
in your...

shipment in November. To prevent any further delay and inconvenience we
shipped your device overnight at no charge. On January 20th, 2015 our records
show your billing account was adjusted as requested.
We realize the frustration this has caused you and your
family. Your protection is important to us. If you need any further assistance
please reach our billing department at ###-###-####.
Thank you for choosing Medical Guardian.
 
Jamille W[redacted]Director of Accounts

[redacted],      I am sorry for the experience you had with our company and want to assure you we've opened a case for this incident of which we will thoroughly look into this
and pull the call recording to find out exactly what went on.  I did call you twice...

yesterday with two messages as soon as I received your voicemail.  I would like to personally
apologize and I did want to confirm that I personally took care of the following 3 items. 1) Sent you a check for $120, 2) Made sure your billing is stopped, and 3) Sent you
a return label to return the equipment to us.
Please contact me directly if there is any additional assistance I can be or simply to discuss this matter further. My number is ###-###-####.
Again, my sincere apologies.
Best,
Geoff

Client was called back and issued a full refund- The client apologized for getting upset, as she was just worried about her refund. we apologized and re-explained the return policy to the client to which she understood.
Client was informed that the refund can take up to 72 hours...

to reflect back on her card which she also agreed she understood.

Hi [redacted],
I apologize for you loss! A full refund was issued today. The conversations you had with our staff will be reviewed and handled appropriately. I thank you for your feedback as we are always striving to improve.
I left you a voicemail today with...

my direct number is there is anything else I can help you with.
Thank you!

Hi [redacted],Thank you for your time on the phone this afternoon. We apologize our system did not work out for you.  I processed a full refund for you today in the amount of $159.80.  Please call my direct number I gave you on the phone if you need anything else!Thank you again for your...

patience!

Mrs. [redacted],     Our continued apologies for your issues here.  We spoke internally and was informed that Simone D[redacted] spoke with you on 12/15 and refunded $111.56 to the card on file (refunding as of 11/09/2016). We are terribly sorryfor the inconvenience and your...

loss.  Please let us know if there is anything else we can do for you. Best,Medical Guardian

Hi [redacted],Thank you for your time on the phone yesterday! As I mentioned on the phone we do not have any record of receiving the device back. However, we did cancel your account as of February 2016. We also refunded the February payment of $39.95 back to your credit card. Please call me directly...

with any further questions or concerns.Thanks again!

Hi [redacted],I appreciate your patience. The check was delivered today at 10:52. I left you a voicemail with my phone number for you to reach me with any questions you may have.Thank you again!

[redacted],   We want to inform you that the account is cancelled and the credit card was removed from the account.  We apologize for the inconvenience and assure you that you will not receive any additional charges from Medical Guardian.  Simone from our team will be reaching out...

to speak with you.Best,Medical Guardian Team

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

[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]