Rescue Alert of California Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Their response is complete BS. It was fabricated by their lawyer solely to regain good graces with Revdex.com.  Please note how long it took them to come up with this fabrication.   I am on travel and will provide a more complete response when I can get back to my files.

In response to the request for the amount reimbursed on the account and the dispute about the cancellation fee and monthly charge here is a timeline:10/9- device was ordered and shipped ups ground.Unit was not installed until 10/24/15. However the 30 day money back guarantee does not take place when...

the unit is installed but from the date we ship the unit (free of charge) to the client. The device was returned on 11/19/15 which was after the 30 day money back guarantee and into the second month of the client having the unit in their possession. As per our Subscriber Agreement that we received mailed back and signed the terms and conditions state that if a client enters into an agreement with us and pays for the year they are subject to a $25 cancellation fee if they do not complete their year of service as the provided discounted rate received. Also we state that we have 30 days to service the unit upon return and then credit the account. The credit was placed on the billing account on 12/14/15 which was within the 30 days of us receiving the unit back. It is also stated in the complaint that Mrs. [redacted] left a message for the supervisor [redacted] and did not receive a call back on 12/17/15. Our records indicate that [redacted] called Mrs. [redacted] back to discuss the refund amount on 12/17/16 at 4:53pm that day and was unsuccessful in reaching Mrs. Johnson. A message was left and we did not receive another phone call in return. Rescue Alert processed the refund according to the Service Agreement that was signed on the Subscriber Agreement.

Mr. [redacted] did return his equipment prior to the renewal date on his account. The equipment was returned on 10/13/2015 and the annual renewal was set to renew on 11/21/15. Unfortunately a renewal letter was sent out by mistake and I personally explained to him that I made the error by not pulling...

the letter. The unit was undergoing the return and cleaning process and had not reached billing as of the 10/28/15. Our policy and procedures states that we have 30 days from the date of return to clean and test the unit to make sure it is in proper working condition and then have billing issue a refund. Mr. [redacted] also had chosen to do the annual plan where the entire year was paid for in advance. Per the Subscriber Agreement that was signed by Mrs. [redacted] it states that if the account is closed prior to the annual renewal then the account would go back to the pricing at the monthly rate since the discount is given to those who fulfil the entire year of service. The rate at which they received was $19.95 per month and since it was cancelled prior to the annual renewal date the account went back to each month being serviced at $28.95 per month. Due to this there was no refund due on the account. At the time that he called to cancel the service this was explained to him. Mr. [redacted] was also very upset that he had to return the equipment because his mom had the unit for so long. It was also explained to him that he did not own the equipment and it needed to be returned.

The agreement we are referring to is the Subscriber Agreement. This agreement has all of [redacted]'s medical history and emergency contacts filled out on the front page. This agreement was mailed with the medical alert system when it was ordered by [redacted]. This agreement was signed in 2007 when the medical alert system was installed. This agreement is sent out with every new order received in our office with the medical alert system. On the back side of the agreement the policy and procedures are listed.