Medical Guardian

Hi,   I emailed and called [redacted] and hope to set up a call for early next week.  We were very upset to hear of this
terrible experience she had with our company and I have already started an internal case to look into any marketing
that may not be clear or...

misrepresented.  When I speak with [redacted] I plan to explain how no fraud or similar is taking
place and we will take every possible step to ensure future customers don't have the same experience.
Thank you,
Geoff G[redacted]
CEO

Hi [redacted],We received the device back on October 14th and processed your refund on November 12th. We do let our clients know that it can take up to 30 days to process a refund.  We apologize for any misunderstandings between us! We hope the service we provided for more than a year provided...

you and your family comfort and piece of mind! Please let us know if there is anything else we can do for you.Thank you!

I have attempted to reach out however I continue to get a voicemail. The Client was issued a full refund on 10/8/15 soon after receiving this email from you. The reason the account was not initially refunded was due to our 90 day service agreement as well as the 10 day return policy for a full...

refund. Unfortunately I was unable to listen to the sales call where the client stated this was not explained however, I did listen to the cancelation call and the policies were not explained at that time, when they should have. And although this information is on the service Agreement they received, we felt it was only right to grant the full refund as the client requested. I will reach out to [redacted] again today just to let her know the full refund was granted and she will be able to see the credit in her account on approximately the 9-12th of October. Please let me know if anything additional is needed or if there is anything outstanding- Thank you again for all your assistance.     Regards, Michael D[redacted]Client Services ManagerMedical Guardian™[redacted]Philadelphia, PA [redacted]

We apologize for the delay! We originally tried to refund the CC used to purchase our services. Unfortunately the CC was expired and we were not able to do so. Our records indicate a check was sent on November 20th 2015. We spoke with Laura who informed us she has still not received the check....

 We confirmed the address and sent another check which will arrive this week. 
Thank you!

[redacted]...

[redacted]  [redacted]
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[redacted] - this has been resolved and we have received the refund. Thank you[redacted]
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After a couple of months I was refunded the remaining 6 months of payments that I had paid.  This issue was resolved satisfactorily. I would still be careful when choosing this health alarm company because the alarm goes off and notifies family and emergency services even when I didn't push the button. This happened multiple times.

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]. 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.  In fact, Simone, the woman I spoke with at Medical Guardian, was wonderful.  She was responsive, solved my complaint and was also very kind in expressing her sympathies regarding my parents' health.   She was quite sincere and I could not have been more pleased both with the substance and tone of her response.   As a representative of this company, she gets an A+. I hope this reply is posted so that those who read the complaint are also able to read that my concerns were (finally) addressed in a very sincere, professional way.  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:Thank you so much for the assistance. I believe they credited the money back for the overcharge and the first unit they cheated me on. I have credits to my credit card. 
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]We apologize for the inconvenience you have experienced. My billing team has processed and mailed a refund check to you as requested. I hope that this resolves the matter to your satisfaction.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. 
Regards,
[redacted]

[redacted],Thank you for your time on the phone today! As we discussed on the phone we will overnight a check to your new apartment today. As a reminder, when your daughter receives the check we sent last week can you void it out? We apologize for the delay of your refund!Thank you!

Hi [redacted],
We received the device back on October 14th and processed your refund on November 12th. We do let our clients know that it can take up to 30 days to process a refund.  We apologize for any misunderstandings between us! We hope the service we provided for more...

than a year provided you and your family comfort and piece of mind! Please let us know if there is anything else we can do for you.
Thank you!

[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 as Answered]Complaint: [redacted]
I am rejecting this response because:I just looked at my credit card bill and the charge still remains. I remain unclear WHEN Medical Guardian issued the refund.Additionally, repeatedly calling the 800 #, no one is able to transfer me to a "simone".
Regards,
[redacted]

Dear Revdex.com,In response to the complaint I have attempted to contact the [redacted] at ###-###-#### and have been unable to reach her. I would love the opportunity to discuss our product options with her.Our Mobile Guardian device offers a range of 350 feet from device...

to button in open air, direct line of sight. We also have the Alert 911 device which will dial the local 911 dispatch center at the press of a button.To ensure our clients receive the best service and assistance with setting up, testing, and wearing the buttons we ask that upon receipt of the device each client completes the activation process with our trained Customer Service Team. For the safety of the client, each device is deployed in a state that should they need to press the button for help before completing activation they would be able to connect to our monitoring station who can provide them with the help they need. In order for us to cancel [redacted]'s account we would need to have the device returned back to our office. We would be more than happy to send a shipping label to have this device returned. Once we've received the unit we can start the refund process. Please call our Director of Accounts, Jamille W[redacted], at ###-###-####.We look forward to hearing from you.Medical Guardian

Dear [redacted],I want to apologize for any inconvenience that took place for you related to our service. As I understand it you have been in touch with my team and they have arranged for the return of your unit, refund, and cancellation of your service. Should you have any additional questions or...

concerns please do not hesitate to reach out to us.Regards,Geoff

Dear [redacted] and [redacted],I want to apologize for any inconvenience you have experienced. As I understand it my team has been in contact with you to resolve your concerns. They have arranged for return of equipment, refund, and cancellation of your service. Should you have any other questions or concerns...

please feel free to reach out us.Regards,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. 
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]

Hi [redacted],I'd like to express my apologies for your experience with Medical Guardian. We sent an email before your auto-renewal, however we have since put in a process to send out a letter as well. We refunded the remainder of the annual renewal today of $146.53. I left you a couple voicemail's...

today with my direct phone number. Please reach out with any questions or concerns moving forward.Thank you!