Philips Lifeline

Please accept my apology for the delayed response Ms***. The refund was in process at the time of your complaint, but it is understandable that your situation and the number of calls you made to Philips lifeline confirming the request to refund your equipment charge had increased your
frustration level. Sincerely, Philips Lifeline Customer Service

Mr*** C ***,Thank you very much for reaching out to Philips LifelineWe are so sorry for the loss of your Mother, and for all the frustration you have had to deal with, in regards to the billing issuesWe have passed along your concerns and all of the information that you provided to our
Customer Service DepartmentA supervisor will research the account and follow up with youWe appreciate your patience Mr*** and we are sorry for the delay in responding.Thank you very much,The Customer Experience Team

Good Morning Ms***,We are continuing to research this and will call as soon as we have reached a resolution.Thank you very much,The Customer Experience Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
The telephone number you provided is the same number I called in the past to no availI await to hear directly from a manager from the company who has the authority to act on thisI also expect to be able to communicate with said manager by email and a direct phone line and name and title.
Regards,
*** ***

Ms***,We are very sorry that you have been dealing with this for so long, a Supervisor from our Customer Service Department will research your account and reach out to help youThank you fro your patience and allowing us time to help you with this billing issuePlease take care.Thank you,The Customer Experience team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
Wow, this is so typical of Philips Lifeline's "Customer Service" department On Friday, August 25, 2017, I sent *** a response to her email Attached is a PDF of that email together with the attachments that I sent Revdex.com was "cc" on that email, and I received a response from Revdex.com, which evidences that the email was in fact sent ** Bottom line, I was supposed to be charged only $plus applicable sales tax for the time re had their equipment and fall detection services They over-charged our credit card, and after a partial refund kept $ This means they charged $25.13, or 26.48% in applicable sales tax, which is clearly excessive I was told that the "applicable sales tax" was the sales tax charged in the State of Hawaii Hawaii's sales tax is 4.0%, except on the island of Oahu where it is 4.5% I am entitled to a refund of the excess "sales tax" that Philips Lifeline is holding on to and refusing to refund
Regards,
*** ***

RevDex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I have been told for the past months by Customer Service Reps that the issue has been resolved, yet my credit card has been charged each month at the higher rateI want to keep this issue open until I see that the correct rate is charged at the next billing cycle in June
Regards,
*** ***

Mrs*** ***, we forwarded the billing concerns to our Customer Service Department and were informed that a representative reached out to you by e-mail, with the e-mail address you provided in the original Revdex.com complaintWe have forwarded this updated information to our customer service departmentPlease reach out to Customer Service directly either from the e-mail or call 1-*** and ask to speak to ***, she is the supervisor that reached out to you earlier by e-mailThank you, The Customer Experience team

Good Morning *** ***,Thank your for reaching out to us in regards to this billing concern, we will pass this along to out customer Service Department so they can research this furtherSomeone will reach out to you shortly to address your concerns and help reach a resolution.Thank you for
your patience,The Customer Experience Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I do not have any missed calls or voicemail messages from Philips Lifeline todayI had an Unknown number just call, minutes agoI do not answer unknown numbers and there was no voicemail leftAlso, that was over minutes after I received your email response that a message had been left
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I have been out of town and just received this email.I was charged by the business and although they said they contacted me, they haven’tI was getting close to an overage on my phone minutes but would have answered if they called or left a voicemailThey said they did but I had no missed calls and no voicemails.I send a message through their website contact form and asked them to call my husband’s phone, but they never did and he is now in Alaska so won’t be able to receive calls.I will have my minutes again this afternoon, so if they want to try to reach me again they mayBut I am getting really fwith this.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. I have received the promised refund but the date of the next bill is past the day response timeHowever, since they did process the refund, I am hoping that the correct rate has also been processed
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Attached is a PDF of the email I received from Philips Lifeline There is still the matter of the small balance due to me which is NOT resolved Otherwise, I am happy that Philips Lifeline has FINALLY corrected their records and has agreed not to send any more post-cancellation invoices to me
Regards,
*** ***

Good Morning Mr***,Thank you for bringing this to our attentionWe understand that this has already been addressed and handled by one of our Customer Service RepresentativesPlease let us know if there is anything else we can help you with.The Customer Experience Team

Thank you for reaching out to us Ms. [redacted],We have forwarded your concerns to out Customer Service Department, this will be looked into and researched, the someone will reach out to you to help. If you would like to reach out to our Customer Service Depatrment the number is 1-[redacted] and...

the hours are M-F 8am-8:30pm ET and Sat 10am-4pm ET.Thank you,The Customer Experience Team

Thank you for your feedback regarding our suspension policy.  We have reached out to you by phone and left a message in case you would like to speak to someone in person.  We have researched your concern and understand you would like a reduced rate for the period of months that your mother...

is not at the residence where her Phlips Lifeline communicator has been installed.  Please accept our apologies for any miscommunication about this policy. At Philips Lifeline our suspension policy is limited to 30 days and only available in the case of hospitalization or when a subscriber has been admitted to a short-term rehabilitation center.  We do offer, at no charge, the ability to move the Philips Lifeline communicator from one residence to another.  Your mother would only need to press the button at the new location and update our 24/7 response center with her new information. We do not ask you to sign a long-term contract, and you can cancel at any time with 30 days notice. Please reach out to our Customer Service team if you have any further questions, or if we can assist you in the return of equipment should you decide to cancel.  With kind regards, The Customer Service Team at Philips Lifeline.

Good Morning Ms. [redacted],Thank you for reaching out to us, we are sorry for this frustrating delay this backorder has caused you. We have forwarded this to our Customer Service Department, someone will reach out to you within 1-2 business days to address your concerns. Thank you for your patience...

during this very frustrating time for you. The Customer Experience Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
I have "reached out" to your customer experience team numerous times over the last 2 YEARS and have yet to find anyone that can solve this billing issue. If someone, in your customer service department, actually does finally fix this, I will be relieved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Attached are 2 PDF, containing pertinent information to supplement the complaint.  The account is closed and we should not be receiving any bills.  Philips Lifeline still owes us a small balance for overcharges they made to our credit card account.
Regards,
[redacted]

Mr. [redacted],Thank you for reaching out to us, we have received your complaint and forwarded it to our Customer Service Department for follow up. We were informed that a representative reached out to you and this had already been resolved. We are sorry for any frustration you had gone...

through. Please take care, The Customer Experience Team