LifeRun, LLC

Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Contact Name and Title: [redacted] , Officer Contact Phone: XXX XXX XXXX Contact Email: [redacted] @LifeRun.com Altough our Central Station Emergency Services are open everyday 24/LifeRun Medical Alert Administrative offices have regular business hours of 9am to 9pm EST Monday through Friday and customer call in help Weekends from 9am-Noon ESTOur administration offices were closed in observance of the Independence Day Holiday July 3-Our Automated VM service was available, and was full on Monday morningOur staff does immediate call backs first thing each business dayPayment is made at time of shippingOur units are then shipped completely programmed and ready to plug in and test without assembly of any kindOur customers recieve fully illustrated directions with each unit that show how to plug in and testOur Customer Service number is posted clearly throughout the instructions and packagingWe are available to assist set up during the busineess hours if our customer needs helpAny verbal message from the unit indicating no connection is based on Phone line connection at the customer's homeMost issues are resolved by a service callbackWe regret the customer was unable to reach us over July 4th HolidayUpdated phone protocol has be instituted to create more VM access during off hoursLifeRun Medical Alert has no contract binding our customerTo discontinue service the customer simply returns the equipment to us with a note stating their intentWe are happy to contact and help the customer with their install and to arrange for compensation of any service time they deem lost

Initial Business Response /* (1000, 5, 2015/07/13) */
Contact Name and Title: [redacted], Officer
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@LifeRun.com
Altough our Central Station Emergency Services are open everyday 24/7. LifeRun Medical Alert Administrative offices have...

regular business hours of 9am to 9pm EST Monday through Friday and customer call in help Weekends from 9am-Noon EST. Our administration offices were closed in observance of the Independence Day Holiday July 3-5. Our Automated VM service was available, and was full on Monday morning. Our staff does immediate call backs first thing each business day. Payment is made at time of shipping. Our units are then shipped completely programmed and ready to plug in and test without assembly of any kind. Our customers recieve fully illustrated directions with each unit that show how to plug in and test. Our Customer Service number is posted clearly throughout the instructions and packaging. We are available to assist set up during the busineess hours if our customer needs help. Any verbal message from the unit indicating no connection is based on Phone line connection at the customer's home. Most issues are resolved by a service callback. We regret the customer was unable to reach us over July 4th Holiday. Updated phone protocol has be instituted to create more VM access during off hours. LifeRun Medical Alert has no contract binding our customer. To discontinue service the customer simply returns the equipment to us with a note stating their intent. We are happy to contact and help the customer with their install and to arrange for compensation of any service time they deem lost.

Initial Business Response /* (1000, 5, 2015/07/13) */
Contact Name and Title: [redacted], Officer
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@LifeRun.com
Altough our Central Station Emergency Services are open everyday 24/7. LifeRun Medical Alert Administrative offices have regular...

business hours of 9am to 9pm EST Monday through Friday and customer call in help Weekends from 9am-Noon EST. Our administration offices were closed in observance of the Independence Day Holiday July 3-5. Our Automated VM service was available, and was full on Monday morning. Our staff does immediate call backs first thing each business day. Payment is made at time of shipping. Our units are then shipped completely programmed and ready to plug in and test without assembly of any kind. Our customers recieve fully illustrated directions with each unit that show how to plug in and test. Our Customer Service number is posted clearly throughout the instructions and packaging. We are available to assist set up during the busineess hours if our customer needs help. Any verbal message from the unit indicating no connection is based on Phone line connection at the customer's home. Most issues are resolved by a service callback. We regret the customer was unable to reach us over July 4th Holiday. Updated phone protocol has be instituted to create more VM access during off hours. LifeRun Medical Alert has no contract binding our customer. To discontinue service the customer simply returns the equipment to us with a note stating their intent. We are happy to contact and help the customer with their install and to arrange for compensation of any service time they deem lost.

Liferun Medical Alert supplied equipment and monitoring services to Mr [redacted] on April 1, 2015.  Mr [redacted]'s service was purchased by his Grandson, [redacted],  and [redacted] has been the responsible party for [redacted] account ever since.  I personally set up the system with...

[redacted] , and know that it was in use by [redacted].  At the time of purchase, Mr [redacted]'s check did not clear, after we had shipped him the unit.  I spoke directly with [redacted] at that time and the check was redeposited and cleared at a later date.After a year of use, in March 2016 [redacted] called Liferun to say that he wanted to cancel the Medical Alert for [redacted], because they would be using a help button provided by his house alarm system, that they could get at a better price.  I personally acknowledged his request and advised that he needed to return our equipment in order to close [redacted] account.  I noted the account, and we didn't charge annual renewal of $299.40, based on his promise to return the equipment ASAP.We received 2 Voicemails from [redacted] on [redacted] behalf, one leaving [redacted] number and one leaving [redacted]'s number.  I personally called both numbers back. There was no answer, and I was able to Leave a voicemail on [redacted]'s line stating that I was here to help with whatever issues he might have, leaving our customer service number.According to our records, the unit [redacted], that is specifically registered in [redacted]'s name was never returned to our office.  The account was not closed in our system, pending return of the unit by the customer.  When renewal came due April 4, 2017, the system automatically billed Mr [redacted], because the account was not yet closed with no return of equipment.  It also billed again in April a few days later, based on the original deposit having two dates. This was an error and the system would have refunded the duplicate on its own. No call back has come from either [redacted] or [redacted] and Mr [redacted]'s bank refused payment on the Two Renewal charges ($299.40 + 299.40) on April 20 2017.  As a result, no refund is due [redacted].  I have personally closed his account, despite no return of our equipment at a loss to us of $350.