Connect America

Dear Ms***, In response to the complaint filed by [redacted] ***, please be advised that Ms [redacted] and I spoke today I apologized to her for the problems she encountered I processed a refund for the two months of suspended time she was charged for I have also had the account canceled Her phone number and her Mother's phone number have been put on the DNC List This list will also stop all mailings.I had given my phone number to Ms [redacted] on my first call so she could return my call I suggested she hold on to that number and, if she has any additional problems, she should call meIf I can be of any further assistance, or if there are any questions, please don't hesitate to contact my officeSincerely, Barbara JV [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear [redacted] , In response to the rejection filed by [redacted] , I am attaching the Central Station History for ***'s Medical AlarmAs you can see, the last test signal we received was April 27, at 20:01:from ***'s phone numberIf the phone had been disconnected, there would have been no test signals on this accountPer the History, ** [redacted] pressed the button accidentally in December or I am also attaching a copy of the signed agreement, indicating that the unit is billed until it is returned I understand that [redacted] ordered the equipment, but ** [redacted] was the person who used it and signed the contractWe have many customers where the child pays for the equipment and it is sent to and used by the parent Since there was a balance due on the account, I felt I was being fair to credit it off I can do nothing further for this customer's daughterI have provided proof that the unit was plugged in and a copy of the signed contract If you have any further questions or if I can be of additional assistance, please don't hesitate to contact my office Sincerely, [redacted] Customer Resolution Manager Medical Alert

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, as long as the check I have received from ConnectAmerica is not returned due to insufficient fundsI realize the chances their check will bounce are not high, but given the circumstances that led to this complaint, I no longer have any trust for this business whatsoeverI do thank you very much for your prompt action to resolve this matter, and am delighted with your effectiveness! I do not believe the matter would have been resolved without your interventionI do hope you have some way of investigating this company's behavior, because if my experience is at all typical, they do not deserve the Revdex.com Accredited status that they now enjoy, and which is one of the reasons I contracted with them in the first placeI can only wonder how many other people that they owed money to were strung along like I was until they simply gave upIn retrospect, I know I was very foolish to put up with a refund process that I was told would take days, even after I was assured that I would get a refundIn subsequent phone calls, I learned that there is a review process for those refunds, and as I think about it, I wonder how it can be legitimate to promise a refund, and then have a lengthy review process after thatAre some people promised refunds only to have them refused when they are reviewed? Or is this whole way of doing things actually designed to keep from issuing refunds at all, except to those who are persistent? What does "Revdex.com Accredited" actually mean? Regards, [redacted]

Several years ago, I subscribed to Medical Alert on behalf of my aging parents. With them living in a rural area, I felt as if this company could provide an added advantage for them in case of a medical emergency. Two times within the past 14 months we have had to utilize their services, and in both cases, the response time was very good. My father had experienced a stroke and my mother had fallen. Succinctly, the service works and I would highly recommend them for anyone needing the comfort of an added advantage.

[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 I logged into my mothers account and see the reimbursement Thanks, [redacted]

Dear [redacted] , In response to the complaint filed by the above customer, please be advised that one of our Agents called [redacted] and has given him her direct information so in the event he needs to speak with the office, he can contact her and she will handle anything he needs to have done I apologize that [redacted] had to go so far as to contact you in order to have this issue resolvedI do know that our Billing Department has been swamped with an unusual amount of calls this past week, but that is not the Customer's problem, that is our problemI am sorry that no one got back to him Please also make sure that [redacted] has my information as wellIf he is unable to reach Tina, he can call me at ###-###-####, ext***I am not always on the phones, but I do check my voicemail and he will get a return call If I can be of any further assistance, or if there are any further questions, please don't hesitate to contact my office Sincerely, [redacted] Customer Resolution Manager Medical Alert

Dear [redacted] ***, In response to the complaint filed by [redacted] on behalf of his Mother, please be advised that we have the account canceled and it is noted that the unit was returned on 6/26/ I believe that there was bad information on the Collections Department's sideThere is a balance of $on the accountHowever, due to this problem on our part, I will credit that balance Please extend our apologies to [redacted] and his MotherI am sorry this happened If there are any further questions, or if I can be of additional assistance, please don't hesitate to contact my office Sincerely, Barbara *V [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear [redacted] , In response to the complaint filed by ** [redacted] , please be advised that we did receive the Mobile Alert Unit on 1/7/However, we did not receive the Medical Alarm, PERS Unit # [redacted] This unit was sent to [redacted] on 8/14/On 8/29/another unit was sent to *** [redacted] which was a Mobile AlertIn the box with the Mobile Alert was a return label for the PERS Unit The label was never used and the PERS Unit was not returned On 12/13/13, [redacted] was given return instructions for the Mobile Alert since she was going into Assisted Living I spoke to ** [redacted] on 8/28/and advised her that there was another unit that had not been returnedShe said she would look for it and call backTo date, I have not heard from her We have no problem canceling the account, but we do need our equipment backI was hoping that ** [redacted] would call me so that we could work out somethingSince the charge for an unreturned unit is $350, there would be no refundIf ** [redacted] cannot find the unit, just let me know I will see to it that the account is canceled If I can be of any further assistance, or if you have any additional questions, please don't hesitate to contact my office Sincerely, Barbara *V [redacted] Customer Resolution Manager Medical Alert

Dear [redacted] ***, In response to the rejection, please be advised that I will close the account and credit off the balanceWe were never notified of cancellation until March, 2015, and the unit was not returned on 4/27/Since we knew nothing of the cancellation, the billing for February, was generated Although we feel the balance is owed, we will credit the balance as indicated aboveI hope this will put a close to this matter Sincerely, Barbara *V [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear [redacted] ***,In response to the complaint filed by [redacted] 's POA, please be advised, the account is canceled and closed with a zero balance This is another account that was canceled and billed, in error, by our system for $on July 22, Please extend my apologies for this issue Many of our canceled accounts were billed at that time Our IT Department has worked on this issue and it shouldn't happen again.Please let [redacted] and her daughter know that we are very sorry this happened They can be assured that the account is canceled with a zero balance If there are any further questions, or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara [redacted] V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

[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] Yes, I will return the unit when I get back to [redacted] Thank you very much

Dear [redacted] ***, In response to the complaint filed by [redacted] , please be advised that we do not have this account in our system under [redacted] or under [redacted] ***, as I was informed by [redacted] , is the customer's name [redacted] sold this accountNormally, if they sell an account they want to transfer to us, they enter the information into the Partner PortalThis was not done [redacted] was informed correctly when she spoke to PeterWe did not have this person in our system There was no payment taken either by Medical Alert or [redacted] Therefore, there would be no refund If there are any further questions, or if I can be of additional assistance, please don't hesitate to contact my office Sincerely, Barbara *V [redacted] Customer Resolutions Manager Medical Alert

Dear [redacted] ***, In response to the complaint filed by [redacted] , please be advised that the refund was issued back to the credit card for $on July 13, The month of May would not be refunded as we did not receive the equipment until June 18, As our agreement states, the equipment is billed until it is returned I apologize for the issues [redacted] had in trying to receive the refundIf there is anything further I can do, or if there are any questions, please don't hesitate to contact my office Sincerely, Barbara V [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear [redacted] ***, In response to [redacted] 's complaint, please be advised that I processed a refund back to [redacted] 's credit card todayThe refund is for the full amount [redacted] paid I apologize that the Sales Person led his daughter to believe she was calling [redacted] That behavior is unacceptable I also want to apologize for the time it took to refund the paymentWe are training more people to do refunds so that they are processed right away If there is anything I can do, or if there are any further questions, please don't hesitate to contact my office Sincerely, Barbara *V [redacted] Customer Resolutions Manager Medical Alert

Dear [redacted] ***,In response to the complaint regarding [redacted] ***, I spoke to [redacted] and advised her that since the equipment didn't work, she shouldn't have been charged our three month minimum I processed the balance of the return on Friday, December 1, [redacted] emailed me the receipt for the shipping and will am sending this to our Finance Department to reimburse her for the return shipping.I there is anything further I can do, or should you have any questions, please don't hesitate to contact my office.Sincerely,Barbara [redacted] V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

Dear Ms***,In response to Ms***'s Rejection, please be advised, she is due a refund of $However, as I stated in the original Complaint the account has been frozen for refunds by our Company for days due to the credit card ChargebackThe chargeback expires on October 10, Once it has expired, we will be refunding Ms*** Had Ms [redacted] not filed a chargeback, the money would have been available to refund immediately.If you have any further questions, or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara JV [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted] In response to the complaint filed by [redacted] , please extend my apologies to her for the delay in processing her refund We have processed her refund back to the credit card on October 15, 2015, in the amount of $She should see this credit in a couple of days If there is anything further I can do, or if there are any questions, please don't hesitate to contact my office Sincerely, Barbara *V [redacted] Customer Resolutions Manager Medical Alert

Dear [redacted] ***,In response to the complaint filed by [redacted] regarding [redacted] , please be advised that I have just listened to the call between our Sales Rep and [redacted] [redacted] called us and ordered the Medical Alarm She was very clear on what she wanted and also clear as to who her back-ups would be The unit was sent out to [redacted] and delivered to her residence on March 4, at 2:PM The agreement she signed on August 28, 2017, clearly states that she was signing for the Medical Alert equipment It also appears that [redacted] knew exactly what she was doing as she provided quite a bit of additional information.The equipment was not returned, and there is a charge for the equipment as explained on the attached contractI will deduct the charge for the Medical Alarm and the Fall detection button from the payment and refund the balance This has nothing to do with Medical Alert not having compassion for the elderly I can assure you, we are very compassionate, but like any other business, cannot just write off expenses such as equipment whenever it is lost.If there are any further questions or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara [redacted] V.Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted] ***, In response to the complaint filed by [redacted] , please be advised that I have had the refund issued and the check is being sent Federal Express overnightThe tracking number is [redacted] I telephoned [redacted] and left him a message that he should be expecting the refund check tomorrowPlease extend my sympathies to [redacted] and apologize to him for the delay of the refund If you have any further questions, or if I can be of additional assistance, please don't hesitate to contact my office Sincerely, Barbara *V [redacted] Customer Resolutions Manager Connect America/Medical Alert

[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] Complaint: [redacted] I am rejecting this response because: This company is intent on ripping off older adult The shipping label has not come yet, so I am unwilling to sign off on it It took me a lot of no’s from this “manager” before he finally agreed to send it I am not sure if it will go the same way as the other system did Never Come! As for the “I will Kill You” that was a poor choice of language What I should have said was; I will “Annihilate” your company on [redacted] and all other internet site And I did say that to the girl! It’s a big leap from a phone call and from another state! But it did get me a ” Manager” Not really upset about that Daughters don’t like it when there mother’s are being ripped off! This company should rethink how they are doing thingsI bet when I get done there will be more people sending you complaints People don’t always know where to turn when something like this happens I am going to make it my mission to tell people how to get their money back and to complain to the Revdex.com about Connect Americas shoddy business practices Return shipping for some of these people is a choice between that or medicine! How dare they! Regards, [redacted]