TB
Tanis B
1 reviews | Active since Jun 2023
07 Jun 2023, 10:45
Helivac - stay far away - ***** debits, difficult to cancel and impossible to get a refund
I was a Helivac member for many years but had experienced billing issues and then on the only occasion that I needed medical rescue asistance very promptly it turned out that Helivac could only provide an ambulance and I realised Discovery mediacl would assist more promptly and did so beofe Helivac. I therefore cancelled in November 2021. It took a few months to cancel but then I never received a refund and then suddenly out the blue they decided to re-initiate the debits and in some months there were even two debits a month. I have called countless times and you can never speak to anyone with any authority. I have emailed 17 times . they eventually stopped the debits, but I have never been refunded. I am owed R2868.01 and that is without interest
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Replies (2)
Helivac's replyOfficial
07 Jun 2023, 10:59Dear Tanis and our valued community,
We, at Helivac, deeply regret and apologize for the difficulties experienced by one of our former members, who has raised valid concerns about our billing procedures and customer service.
In the spirit of transparency, we wish to share our commitment to resolve this situation promptly and to ensure such a scenario does not occur in the future. We understand that trust is earned through actions and not just words, and we are ready to take necessary steps to regain the faith of our members and the wider community.
The billing issues and lack of a refund reported by our former member are serious matters that demand immediate attention. We are investigating the specifics of this case and will ensure that any unrefunded dues are returned promptly. We apologize unreservedly for any stress or inconvenience this has caused.
Furthermore, we are deeply sorry for the communication hurdles our former member faced. It is our responsibility to be accessible and responsive, and we are committed to making improvements in this area.
Going forward, we are reviewing our internal processes, specifically around billing and cancellation procedures, to prevent similar issues. We understand that our service must not only provide the best in emergency medical support but also uphold the highest standards in all our administrative practices.
We sincerely apologize to our former member and our community for this situation. We appreciate your understanding and patience as we work to resolve this. .
Thank you for allowing us the opportunity to correct this. Your trust is our priority, and we are committed to doing better.
Best Regards,
Team Helivac
We, at Helivac, deeply regret and apologize for the difficulties experienced by one of our former members, who has raised valid concerns about our billing procedures and customer service.
In the spirit of transparency, we wish to share our commitment to resolve this situation promptly and to ensure such a scenario does not occur in the future. We understand that trust is earned through actions and not just words, and we are ready to take necessary steps to regain the faith of our members and the wider community.
The billing issues and lack of a refund reported by our former member are serious matters that demand immediate attention. We are investigating the specifics of this case and will ensure that any unrefunded dues are returned promptly. We apologize unreservedly for any stress or inconvenience this has caused.
Furthermore, we are deeply sorry for the communication hurdles our former member faced. It is our responsibility to be accessible and responsive, and we are committed to making improvements in this area.
Going forward, we are reviewing our internal processes, specifically around billing and cancellation procedures, to prevent similar issues. We understand that our service must not only provide the best in emergency medical support but also uphold the highest standards in all our administrative practices.
We sincerely apologize to our former member and our community for this situation. We appreciate your understanding and patience as we work to resolve this. .
Thank you for allowing us the opportunity to correct this. Your trust is our priority, and we are committed to doing better.
Best Regards,
Team Helivac
Helivac's reply07 Jun 2023, 10:59
Official
Dear Tanis and our valued community,
We, at Helivac, deeply regret and apologize for the difficulties experienced by one of our former members, who has raised valid concerns about our billing procedures and customer service.
In the spirit of transparency, we wish to share our commitment to resolve this situation promptly and to ensure such a scenario does not occur in the future. We understand that trust is earned through actions and not just words, and we are ready to take necessary steps to regain the faith of our members and the wider community.
The billing issues and lack of a refund reported by our former member are serious matters that demand immediate attention. We are investigating the specifics of this case and will ensure that any unrefunded dues are returned promptly. We apologize unreservedly for any stress or inconvenience this has caused.
Furthermore, we are deeply sorry for the communication hurdles our former member faced. It is our responsibility to be accessible and responsive, and we are committed to making improvements in this area.
Going forward, we are reviewing our internal processes, specifically around billing and cancellation procedures, to prevent similar issues. We understand that our service must not only provide the best in emergency medical support but also uphold the highest standards in all our administrative practices.
We sincerely apologize to our former member and our community for this situation. We appreciate your understanding and patience as we work to resolve this. .
Thank you for allowing us the opportunity to correct this. Your trust is our priority, and we are committed to doing better.
Best Regards,
Team Helivac
We, at Helivac, deeply regret and apologize for the difficulties experienced by one of our former members, who has raised valid concerns about our billing procedures and customer service.
In the spirit of transparency, we wish to share our commitment to resolve this situation promptly and to ensure such a scenario does not occur in the future. We understand that trust is earned through actions and not just words, and we are ready to take necessary steps to regain the faith of our members and the wider community.
The billing issues and lack of a refund reported by our former member are serious matters that demand immediate attention. We are investigating the specifics of this case and will ensure that any unrefunded dues are returned promptly. We apologize unreservedly for any stress or inconvenience this has caused.
Furthermore, we are deeply sorry for the communication hurdles our former member faced. It is our responsibility to be accessible and responsive, and we are committed to making improvements in this area.
Going forward, we are reviewing our internal processes, specifically around billing and cancellation procedures, to prevent similar issues. We understand that our service must not only provide the best in emergency medical support but also uphold the highest standards in all our administrative practices.
We sincerely apologize to our former member and our community for this situation. We appreciate your understanding and patience as we work to resolve this. .
Thank you for allowing us the opportunity to correct this. Your trust is our priority, and we are committed to doing better.
Best Regards,
Team Helivac
TB
Tanis B's updateReviewer Update
07 Jun 2023, 20:39Oh dear. You promised to revert back to me after a 3pm meeting today but didn’t. Once again I wait and I simply want a refund . I have emailed 17 times. I have provided proof countless times of your debits yet you still want to investigate. You re-initiated a debit order without my permission . I had cancelled . This is *****ulent. You’ve written a lengthy reply only because I posted on Hellopeter. But still I do not have my money back nor the croutes of the feedback you promised! Anyone signing up with you will be making a terrible mistake. Herewith another example. You owe me R2868.01 plus interest. I’ve spent hours contacting your business from November 2021.
TB
Tanis B's update07 Jun 2023, 20:39
Reviewer Update
Oh dear. You promised to revert back to me after a 3pm meeting today but didn’t. Once again I wait and I simply want a refund . I have emailed 17 times. I have provided proof countless times of your debits yet you still want to investigate. You re-initiated a debit order without my permission . I had cancelled . This is *****ulent. You’ve written a lengthy reply only because I posted on Hellopeter. But still I do not have my money back nor the croutes of the feedback you promised! Anyone signing up with you will be making a terrible mistake. Herewith another example. You owe me R2868.01 plus interest. I’ve spent hours contacting your business from November 2021.