Medical Guardian

[redacted],  We are very sorry for your trouble. We refunded $88.40 to the card ending in [redacted], credited off the remaining balance on the account ($209.70) and cancelled the account inour system. We also notified the collection agency to remove you from thier list. In addition, We are...

sending you a return shipping label so that you can return the equipment.Please let us know if there is anything else we can take care of.  Again, our apologies for your less than acceptable experience with Medical Guardian.Thanks,Billing Team

Hi [redacted],Thank you for your time on the phone today!  As we discussed on the phone I apologize for the misunderstanding and thank you for your patience. I refunded your entire last payment today. Thank you for trusting us with your husband for the past year as well!

[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]
 Complaint: [redacted]
I am rejecting this response because: I ACCEPTED THE BILLING ADJUSTMENT FROM THE BILLING AGENCY................ FOR THE DELAY IS SHIPPING AND THE DELAY IN ANSWERING MY RECENT CALLS.............however
BUT THIS HAS NOTHNG TI DI W/ MY COMPLAINT as submitted .  RESTATED THIS IS
Medical Guardian does NOT do its own billing it is done by Medical Alert.  M G only sells the unit and basically HAS NO CUSTOMER SERVICE DEPARTMENT.   This is a problem for customers . Messages are not answered by anyone for days.
I assume this will be allowed to continue.
 MY COMPLAINT EXISTS BECAUSE YOU DID NOTHING ABOUT IMPROVING M G 'S RESPONSE TIME TO ANYONE TRYING TO SOLVE ANY ISSUE THEY HAVE W/ MEDICL GUARDIAN.
I HAVE SINCE LEARNED THAT MG DOES NOT HANDLE ANYTHING....THAT IS WHY MY CALLS FELL ON DEAF EARS, two different times. Nov. & Jan.
MedicalGuardian should be made to supply customers with the truth....Medical Alert handles all aspects of their account and they should give out THAT phone number for quick service of their equipment and their account. 
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]

Hi [redacted],
I want to start by offering our condolences for your loss. We hope our services gave you and your family some piece of mind.  We pride ourselves on excellent customer service which includes compassion and empathy. Your call with us will be reviewed and handled if we...

did not show the level of compassion and empathy we hold ourselves accountable to. The refund we owe you was sent on January 18th. We apologize for your inconvenience!
Thank you for your patience!

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!

Review: We ordered the Guardian Medical alarm system on April 26th, 2013 and received it on May 7, 2013. At the time I ordered it I asked specifically if it would work with my mother's Magic Jack phone system and I was informed by [redacted], the sales representative that it would.

After trying to install it we found out it would not work so we installed a land line and hooked up her phone service (at extra cost) in order to use the system. On May 16th we were finally able to hook it up.

On May 20th, we found out we could use our home alarm system the same way with no extra monthly charges, so on May 21st, 2013 I called and was told to mail the unit back to them. I did that on May 21st.

Since my mother had paid 3 months in advance at a total of $80.85 we requested two months refund in full plus the pro-rated fee for May.

I have tried to contact them and got an automated phone service that told me to wait 30 days then hung up.

I did talk to a person, [redacted] on July 18, 2013. She told me it would be taken care of and someone would contact me.

As of today, July 24, 2013 I have not heard from them and the money has not been credited to my mother's credit card account.Desired Settlement: I would like to be contacted by them and a refund made in full for the three months. My mother was not able to use the service with her magic jack phone as I was told it would which meant my mother has incurred an extra ongoing monthly cost to have a land line phone hooked up.

Consumer

Response:

Review: I was contacted by [redacted] of Medical Guardian to answer questions about their products and services (fall detection devices and services) last week because my 79 year old mother had a serious fall a few days earlier. My father, who is 82, wanted me to get the details for him since he experiences some confusion from time to time. **. [redacted] called me at least 3 times to try to "close the sale" on his company's system. He assured me that all of the calls were being recorded for accuracy because I had some concerns about some of the "special offers" that he mentioned might "not be available" whenever I did finally decide to order a system. For instance, the first day I spoke with **. [redacted] he told me of a special offer that he could give that would include a "free lock box". I told him I was not prepared to make a decision and, in fact, did not need a lock box for my parents. The next day, **. [redacted] called me again, ostensibly to notify me that, just "today" he "had just become aware of a special offer that would allow him to "include a free lock box". I called his bluff and told him that he had already told me the previous day that it was available then. He retorted that he could have included it because he was a senior sales staff member but that the lock box was just being offered broadly on that day. If, indeed, ALL of the calls were recorded (which would have been the last week of April, 2014), you will find that I specifically asked about 1) fall detection devices that do not require the injured party to communicate that they have fallen, and 2) I specifically asked about systems with GPS capabilities that would work away from my parent's home. On the recording, **. [redacted] told me repeatedly that the total yearly (by paying 1 year at a time) fee for the GPS and fall detection service with 2 bracelets and 2 pendants would be a total of $439.45 AND the price would never go up during my parents lifetime. I made sure that that price was ALL INCLUSIVE, including shipping and all equipment and services. I was constantly told that the $439.45 was, indeed, all inclusive and included all that we had discussed. I then told [redacted] that, since I had now done the "legwork" for my dad, that my dad would be contacting him to finalize the payment himself but, that since he can get confused at times, that I wanted to get all of the details pre-arranged so that my dad simply had to make a call to finalize the order. I told **. [redacted] that my dad can get somewhat befuddled with detailed information so that I didn't want him overwhelmed with detailed sales spiel. [redacted] said he understood. The next day [redacted] called me back wanting to see if we were ready to order. I gave him my father's phone number since my dad had said he was ready to order from Medical Guardian. That was on either April 30 or May 1. My dad placed the order. He called me today, May 5, to let me know that his [redacted] card had been charged $549.45 instead of the $439.45 as originally--and multiple times--agreed to! I called [redacted] directly to challenge this obvious change in what he had told me previously concerning the price. He replied that my father had "requested fall detection which is $110 more"! I am so very angry--which comes through on my call to [redacted]. Please understand that my concern is not just for my father, but I'm concerned that other elderly folks are being "baited and switched" and that their possible propensity to confusion at that age sets them up to be taken advantage of by slick talkers like [redacted]. On my call with him this morning, [redacted] kept trying to put the responsibility back on me! for not just placing the order directly! I wanted my dad to do so as to not embarrass him by implying that I needed to do everything for him. That was the reason for my doing all of the initial calling on his behalf leaving him to simply make the call and place the order. PLEASE insist on hearing all 4-6 phone conversations recorded between me and [redacted] and my dad, [redacted], and [redacted]. I was told that I would be getting a phone call from [redacted]'s superviser, [redacted], but have not received a call as yet.Desired Settlement: I simply want Medical Guardian to provide my parents with all of their available services and products, ie, alert 2 braces and 2 pendants, the control system, GPS capability and fall detection for the price of $439.45 as originally and multiple times confirmed by [redacted]. I have been in sales and marketing for over 30 years. I understand "hard closes" and the sliminess of "bait and switch" and I abhor it, especially when dealing with the elderly. It is humiliating for the elderly and shameful for companies that deal in this way with the elderly.

Business

Response:

Dear **. [redacted],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

Review: I was reccomended to this business by a local health care provider. They offered a product I was of interest in for my aged father.I placed a phone call to their [redacted] and spoke with a sales rep [redacted]. We dicussed the product in some detail and he assured me that if it did not meet my needs I could return it for a full refund. And then we proceeded to discuss the cost in detail.eventually I agreed to try the product to see if it met my needs.We went thru the normal process of giving him delivery address,billing address and credit card information. I agreed on a costof 39 dollars and some change and asked if this included shipping charges and I was told that shipping was included in this quote. I then asked if there were any other hidden charges I needed to be aware of and was told no that mymy credit/debit card would only be charged the amount we discussed and that it would be a monthly reocurring charge for the service.I then agreed to that amount and placed the order.1 day later my credit debit card was debited in the amount of 89 dollars and change almost 3 times what I had given approval for so I placed a call back to their customer service line and spoke with a representative who onformed me that it was their practice to bill 3 months.At this point I was angered I dont give anyone a blank check so they can choose what to debit my account for..the representative was understanding and proffessional in handling my complaint. I asked if the item was shipped yet and was informed that it had not so I told the representative that I wanted to cancel the order and be refunded that I will not do business with anyone when the debit my credit card for an unauthorized amount. The rep was very understaning told me the order would be cancelled and that I would see a full refund. The same day the amount debited from my account was credited back to my account. I assumed problemproblem solved. Two days later I recieved an email that the merchandise was shipped and my creditcard was again debited for the dollars and change. I find this more than frustrating that businesses can get away with this type of decietDesired Settlement: I want refunded what I was charged plus any and all costs to me if I have to pay to ship their product back

Business

Response:

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,

Director of Accounts

Review: I obtained Medical Guardian service for my father in February of 2012. This service included the use of a telephone device and medical alert system. The price was $89 for each three month period. I gave my credit card for the recurring charge. My father passed away on June 17, 2012. He had a severe MRSA infection, also known as the flesh eating bacteria, which was in fact destroying the flesh of his leg and foot. MRSA is a communicable disease for which he was isolated and because of which anyone having contact with him must wear protective clothing, gloves and masks. MRSA is transferrable via objects that he had touched, including the medical alert device. Upon his passing, I called Medical Guardian and was told FOR THE FIRST TIME, that the recurring fee would not be stopped until the device was returned. I explained the situation about the MRSA and fact that the objects from his apartment would either be disposed of put into storage for at least nine months to prevent spread of the MRSA. The Medical Guardian rep. told me that nothing could be done to remove the charge. I again contacted Medical Guardian in April 2013 and explained that the device was thrown out based on the MRSA. I was told at that time that they would call me back but removing the recurring charge should not be a problem. I never heard back. I called again in June 2013 and left a message for the same gentleman with whom I spoke in April 2013. ( I can't remember his name off the top of my head but his phone number is [redacted]) I have still not heard back but am still being charged $89 every three months. Since my father passed away, I have paid $356 for no medical alert service. There is no way that the simple telephone alert device is worth more than this amount and there was no way that I was going to risk spreading MRSA simply to return the device. Furthermore, the company did not provide full disclosure when I obtained the service that the charges would continue until the device was returned.Desired Settlement: I am requesting that I be reimbursed for at least half of the amount that I have paid since my father's death, which is $178. I am also requesting that Medical Guardian stop charging my credit card $89 every three months.

Thank you.

Business

Response:

Revdex.com,

[redacted] was contacted with our sincere apologies. She will be reimbursed for the desired amount of $178 this week and will not be billed again on her Credit Card.

Review: For several years I have used [redacted] When it came up for renewal, I decided to see what other companies had to offer.The salesman I talked to at Medical Guardian said their range was unlimited. That was very deceiving. You have to move the main system if you are out of a 250 ft range. My present system has a 600 ft range. If you go on vacation you have to call Guardian. [redacted] has a separategadget with a button that calls 911.Since I received Medical Guardian I have had an operation that has left me down and out. I have used [redacted] three times.All I've done with Medical Guardian is read the information that came with the system. One of the sheets says you have to call ###-###-#### to activate the system. When I called to cancel the system, they said they would have to prorate the time I've had the system. I had not activated the system so I didn't think that was very ethical. They said I REALLY didn't have to call that it was activated which I couldn't find anywhere. Also the salesman told me I could try it out and if I didn't like it I COULD RETURN it.For the above reasons, I think their salesman and literature were deceiving.Desired Settlement: I would like 100% refund since I did not use the system at all.

Business

Response:

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

Review: I emailed this company for more information and when I told them I was not interested they continued to call and email. My most recent reply to them was to let them know that any future emails would be considered by me to be harassment. They continue to send emails. The email address in the information I gave you is different from the email address I game them. However they should be able to identify me by my home number.Desired Settlement: Stop emailing me

Business

Response:

Hello,

We have received your request that you have submitted to the Revdex.com on 10/20/2013.

We understand that you would like to be removed from our call and email lists. As if 10/21/2013 we have

removed you from all of our contact lists and you will not receive any further attempts to reach you. We

apologize for any inconvenience this may have caused you.

Thank you,

Review: I am epileptic and spend time home alone while my wife works and daughter is in school, I am declared legally disabled and was looking for something to detect siezures since mine are of a nature that can be life threatening. I spoke with Harry M[redacted] he was a smooth talker as most salesmen are and told me that the unit he had would "detect a seizure". I did jump at it he also tried to get me to pay for an entire years service up front but that was way too costly I paid $54.45 for the first month/unit and shipping. By the time it arrived I was again hospitalized and my wife opened it, she works in the medical field and realized it is only a fall detector and since I am in a wheelchair 98% of the day this was of no use to me (Harry also knew I was in a wheelchair. She contacted Harry to cancel service the unit was never plugged in or activated.. she said as soon as we could afford the shipping since they could not be bothered to pay for the return shipping considering he made the error we would return the unit. There billing Dept now continues to deduct $44.95 for a service that is not even active!!! The package sits on my front porch today since my disability check came yesterday and I could pay for the shipping They have the tracking # yet the refuse any cooperation I have even called Geoff G[redacted] the President of the company and only got a voice mail.Desired Settlement: I want the $44.95 that was billed this month the $54.45 and the $19.67 I spent on return shipping a product that should have never of been sold to me in the first place for a total of $119.07 refunded to myself Either to the card they have on file or in the form of a check

Business

Response:

[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

Review: For the second time ...a complete failure of this company to respond for an entire day or more to several phone requests The first time I received no help in tracking down the shipment of the medical alert device to the wrong addressThat took 2-days of constant re-calling and no call backsEventually it was sent express but that does noe excuse the LACK OF RESPONSE BY CS, SHIPPING AND BILLING
This time billing has failed to pithe phone for days and today CS promised 2x that I would get a call back It is now after 5pm and I have waited since amand again since 4pm my latest callHow can you trust your loved ones to a company that doesn't pick up the phone and follow up the BASIC concerns of clients????????????Desired Settlement: Enhance the client experienceHire some people to answer the phone who have access to files etcMine was a simple billing question and wish to secure auto billingThis should not take days to TALK to someone who is in the position to resolve it
Medical Guardian has an excellent reputation for its device and monitoring of elderly folksTheir offices ned a quick turn-around to satisfy the relatives of those elderly clientsTHAT IS NOT HAPPENING NOW ...for the 3-months iI have tried to work w' this companyWHAT IS THERE PROBLEMGET ON THE BALL...OR GET LEFT IN THE DUST....soon...!
Business
Response:
Dear Mr[redacted],
Thank you for your feedback on your experienceWe 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 NovemberTo prevent any further delay and inconvenience we
shipped your device overnight at no chargeOn January 20th, our records
show your billing account was adjusted as requested
We realize the frustration this has caused you and your
familyYour protection is important to usIf you need any further assistance
please reach our billing department at ###-###-####
Thank you for choosing Medical GuardianJamille W[redacted]Director of Accounts
Consumer
Response:
[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]
Review: [redacted]
I am rejecting this response because: I ACCEPTED THE BILLING ADJUSTMENT FROM THE BILLING AGENCYFOR THE DELAY IS SHIPPING AND THE DELAY IN ANSWERING MY RECENT CALLS.............howeverBUT THIS HAS NOTHNG TI DI W/ MY COMPLAINT as submitted RESTATED THIS IS

Review: We contacted Medical Guardian, LLC. in order to find out about their return/refund policy and process. We were told to box up all parts that were shipped to us. We were given the address to which to mail the parts. This we did on June 26th, 2014.

We mailed the parts with next day guaranteed delivery because the company was scheduled to automatically withdraw another quarterly payment of $119 and change on the following Tuesday and we hoped to prevent this. When Tuesday came around, the payment was withdrawn. We contacted the company to make sure the package had been received. They said that they needed the postal tracking number. This we could not provide because we had lost track of our copy of the mailing label. We were told that it normally took two weeks from the date of receiving the parts in order to process the return and update our account. This was the reason that they had taken out the next quarterly payment even if the parts had been received by them before the next payment was scheduled to be withdrawn.

The two weeks came and went and there was no refund in our account from the company.

On July 31st, 2014, we found our copy of the mailing label. We used the tracking number at the USPS website and discovered that the parts had been received by the company on June 27th, 2014 and had been signed for by R. Kinble. We called the company and we were told that our account information had been updated on July 18th, 2014 and that we were owed a refund of $119 and change. We asked when we could expect our refund to show up in our account and we were told that it could take up to 30 days.

Now, we are sorely in need of this money. We have had fewer than five dollars in our bank account for nearly a week. We have only made it this long by getting food from our church's food pantry and by borrowing money from our church. As far as we are concerned, the company should have refunded the money on July 18th, 2014, when our account was finally updated. We think that the company has unfairly withheld our refund so that they can make as much interest as possible off of our money.

We are most dissatisfied.Desired Settlement: We would like the company to expedite our refund which they acknowledge that we are owed.

Business

Response:

Review: I am a senior citizen living alone who was researching medical alert systems. I accessed an Independent Comparative Analysis of the top 3 providers in my geographic area [note: medical alert is a generic term widely used for a type of alarm system designed to alert local emergency crew during medical and other pre-determined emergencies]. Within minutes I received a phone call from one of the 3 companies, Medical Guardian (which was noted as #1 on the list) from Benjamin (Ben) F[redacted], who ultimately became my sales agent for Medical Guardian, my choice. I ordered the system several weeks later by providing detailed personal family information and my [redacted] credit card number; I received a thank you email (electronically saved) from Ben F[redacted] containing the signature: Medical Guardian LLC, and his contact information. The package arrived this week with letterhead from a totally different company: [redacted]/Medical Alert which notes an address in [redacted], PA, different than the Medical Guardian LLC address. The package included a Medical Alert 22-point contract requiring a signature and different terms. Medical Guardian, in writing, stated No Contract. Medical Guardian's advertising was misleading and misrepresented the seller, if they even exist as well as some actual terms. Medic Alert said Medical Guardian was not a service provider (competitor) but sales agents for them (is Medical Guardian a front?). By definition, this is considered fraud. I am now also concerned about identity theft by a person who is unknown to Medical Alert (their records indicate my sales person is Gail H[redacted] who I never heard of; they never heard of Ben). During this stressed time a visit with my pulmonologist due to stressed breathing, indicated medication and bed rest. Two days later, my primary care doctor was concerned with a rapid pulse and irregular heart beat and ordered an EKG which was abnormal. I pay for all this. Please publish this complaint to warn others. All relevant documents are available.Desired Settlement: I strongly feel that companies who falsify information in any way, ultimately adversely affecting customer/victim should be held accountable. Not only am I under duress, physically manifested, but this situation may have long-term ramifications if my credit and other personal information is used against me. Identify theft, even an unrealized threat, can alter one's life/well-being requiring monitoring with a disastrous affect on me and all involved. I am requesting Ben F[redacted] is found and identified. I am requesting all of my personal information and my family's personal information be removed.

Business

Response:

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

Review: I tried to find out how to return the equipment since 4/25/14. I did not hear from Medical Guardian via email to email, but I was able to communicate with their partnering company ([redacted]) who gave me instructions on how to return the equipment. I canceled my service and returned the equipment in the original packaging on May 5 and it was received on May 7 per a tracking number. I have been trying unsuccessfully to get them to credit my account for $89 which hit my credit card on May 1. The equipment was received on 2/17/2014 with an agreement to charge my card every three months for $89. Since the first payment was 2/17/2014, I did not expect another charge to hit my account until 5/17/2014. As such, I had hoped they would automatically credit my account once the equipment was received. I have been communicating with [redacted] (Client Service Specialist with [redacted]), but she has referred me to Medical Guardian for a resolution.

I certainly hope they will not charge my card again. I also would have thought I would have received a credit and some type of other form of communication acknowledging the equipment was received and account closed. Instead, I keep getting calls from an unnamed number which I have now learned is Medical Guardian. Please help me resolve this situation ASAP.Desired Settlement: I hope to close my account with this company and it partner (Medical Guardian and [redacted]) so that I no longer receive any solicitation or correspondence from them other than a refund of $89.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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, etc. Fortunately for me, they were only tested calls. Had they been real though, it could have meant the loss of a life. There should have some compensation for withholding my money. Yet, we all reap what we sow in due season.

Regards,

Review: In looking for a medical alert system for my mom, I thoroughly researched the various companies available. Medical Guardian looked to be a good company based on their website. I perform most of my business on the internet, so I ordered their alert system using this method. The acknowledgement of my order popped onto my screen, but didn't take me to a logical next step about setting up an account. I also had questions about when the order would ship and be delivered. Their website touts "Call Now To Order! [redacted] / Operators available 24/7." So, I called for assistance/information. After 2 minutes, 35 seconds of a looping message claiming that someone would be with me soon, the call disconnected. Thinking that someone had accidentally disconnected the call, I called again...a total of nine times. My calls were never answered and the same scenario occurred each time. My first call was on Friday, June 8, 2013 at 10:44 PM/CST and the last call was at 11:04 PM/CST. Extremely frustrated and thinking that I'd just been duped out of $90, I decided to try again the next day.

This morning I called again at 9:28 AM/CST. It only took about a minute for someone to answer the phone. I explained to "[redacted]" that I'd placed an order online the night before, but had additional questions for which the website didn't provide answers. [redacted] was helpful in explaining that their Sales Department hours were not 24/7, but were limited to 8 AM - 10 PM/EST Monday through Friday and 9 AM - 9:30 PM/EST on Saturday and Sunday. I asked if he had access to their website so that he could see what I was seeing. As we looked at the site together, I told [redacted] that if I'd misread the site's information or if the information he shared with me was indeed included on their website, I would apologize for taking his time and move on. [redacted] confirmed that what I found on the site was misleading. He said that he would forward my suggestion to his Web Designer to correct the contact information.

Further, I asked [redacted] if he could verify my order. He said that he could not access the order in his system. Frustrated with Medical Guardian, not with [redacted], I asked him to cancel the order. He said that the charge to my credit card wouldn't be processed until Monday when the Business Office opened, so I wouldn't need to worry about dealing with a refund. Since I wasn't assured of how processes at Medical Guardian were carried out, I told [redacted] that I'd like to speak with a Supervisor. I gave him my phone number so that the supervisor could return my call. [redacted] properly handled the call and used good customer service skills.

Shortly, "[redacted]" called. As I began to review my concerns with him, he interrupted to let me know that Medical Guardian is the number one company against all competitors and that the company is endorsed by.... With each breath he took, I attempted to explain my frustration. But [redacted] continued to talk over me. He did not listen. He did not make me feel like a valued customer. Finally, I interrupted and asked him to listen to me. I asked him how he could rectify the problem if he didn't listen to what it was. Then, he listened. When I attempted to explain that their website needed clarification, he replied that I was the first complainant he'd heard from, with a website issue, in seventeen years of being with the company. My final impression after speaking with [redacted], was that Medical Guardian didn't need me as a customer...a 'take it or leave it' attitude. The call left me feeling that my status as 'only one drop' in the bucket of customers won't affect the company's bottom line.

I've worked in customer service and know what's important. Empathy was NOT in [redacted]'s toolkit. In fact, with another company, my frustration level would've sent me to the Escalation Department. The bottom line is that the medical alert systems are similar across the competing companies.

When I select a company to provide this very important service for my mom and our family, I am choosing a relationship (service) more than I'm choosing the product. I don't know or feel secure that by choosing Medical Guardian that my mom will be taken care of properly. I've found another company that meets my expectations.Desired Settlement: Medical Guardian needs to follow Best Business Practices. The company should change their claim that they answer the phone 24/7. Business hours should be posted appropriately. There is nothing on the site that allows feedback. If that were the case, I probably wouldn't have reported (escalated) this problem to the Revdex.com. I also feel that the company needs to spend some of its profit on customer service training and reviews. Do they have a Quality Department that reviews procedures and responds to problems? If not, they should.

Business

Response:

Revdex.com,

I emailed [redacted] this evening to request a time to speak of the incident she wrote to us about. I hope to have everything resolved and am committed to doing everything we can