Connect America

Dear *** ***,In response to the complaint filed by *** *** for *** ***, please be advised that *** *** is absolutely correct. She was charged for overnight delivery of the Medical Alarm, however, when the order was written up, it was written up for *** ** Ground Shipping. I
have processed a refund of $back to the credit card on file. I ran the tracking on the package and it was delivered on Monday, October 3, 2016.I am very sorry this happened. I hope that *** *** will keep the Medical Alarm. Susan called *** *** today and left her a message regarding the refund. If there is anything further I can do or if there are any additional questions, please don't hesitate to contact my office.Sincerely,Barbara *V** ***Customer Resolutions ManagerConnect America/Medical Alert

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that Connect America/*** *** has not been calling *** ***I had our IT Department research the number in our phone systemThey went back three months and there have been no calls to or from ***
***'s numberSince all incoming and outgoing calls and their phone numbers are recorded, we can say with total certainty that it is not us calling *** ***
As you know, this has been an ongoing issue with a Company named Medic AlertThey have been making Robo Calls to people throughout the USI will provide the information we have regarding this situation, including the Press Release we issued in major newspapers throughout the US over a year ago
Hopefully, *** ***, armed with this information, will be able to contact the necessary agency to have these calls stopped
Sincerely,
Barbara ** V** ***
Customer Resolutions Manager
Connect America/*** ***

Medical Alert works like a charm Any time we have pressed the magic button, within a few minutes we have a friendly voice on the phone checking on our situation Who could ask for more?

I am a new customer to the Medical Alert company I have pushed the button on my system by mistake several times and each time the responder has been very gracious and quickly checked my identity to make sure there was no emergency at that time And the response time has been immediate, so I know that they are ready if an emergency does come up I feel safe and secure with this company available to help at any time

An excellent device, and an equally excellent company The full GPS fall detection device is unparalleled in the industry

Dear Mr***,
In response to the complaint filed by Mr***,
regarding his refund, please be advised that we didn't receive the Medical Alarm back until March 11, Since our signed agreement with Mr***, states that the equipment is billed until it is returned, and our
billing is on the first of the month, Mr*** was billed for MarchThe charge was authorized
We have issued his refund via check todayIt is being sent out in this evenings mail
If there are any further questions, or if I can be of additional assistance, please don't hesitate to contact my office
Sincerely,
Barbara JV** ***
Customer Resolutions Manager
Medical Alert

Dear *** ***,
I spoke to *** *** ***, yesterday, regarding this complaintI obtained the proper address, which she had given on several different occasions
During our conversation *** *** indicated that she would be out of town until October 6, I have contacted
our Finance Department, and a check will be cut for ** *** and sent via Federal Express overnight on October 6, for delivery on October 7, We have sent out three previous refund checks and for whatever reason, they were never received
If there is anything further I can do or if there are additional questions, please don't hesitate to contact my office
Sincerely,
Barbara *V** ***
Customer Resolutions Manager
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 *** and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that on five different occasions, *** *** (the person the equipment was sent to) stated that she returned the equipmentWe never received it
With this complaint it is indicated they never received
the equipmentAttached is a copy of the *** *** Tracking showing that the equipment was delivered
I am willing to cancel the account, keeping what was paid as the Lost Unit FeePlease ask *** *** to let me know if this is acceptable
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** ***
Customer Resolutions Manager
Connect 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 ***, and find that this resolution is satisfactory to me. However, in reading other similar complaints and considering it took a multitude of very lengthy phone calls over a period of months to even get the $319; and then a complaint to the Revdex.com to get the rest of the money due, I still feel that this is more a mode of operation and not a series of coincidental mishapsI must admit they were very quick to respond and resolve the matter once the complaint was filed, but I'm sure that was just to protect their A+ rating so more people do business with themSorry to be so skeptical, but nothing about this feels right, and I just don't see how so many customer service representatives could tell us the same thing on each phone call ("the transfer has been expedited and will be in your account by next Friday") if they weren't instructed to do soI think the company just hopes people will forget and/or just give up trying to get their money backSomehow they managed to take the money out of my account as soon as I ordered the equipment for a free day trial, but had excuse after excuse as to why it took months to put backAgain, that's just my opinion following an extremely difficult process just to get my money refunded for a product that was never usedBut I they did end up refunding my money in full and so I am happy with the end result
Regards,
*** ***

Dear Ms***,
In response to the complaint filed by Ms***,
please be advised that we did issue a check for the refund and mailed it on January 16, but as of yesterday, Ms*** had not received itPer her request, we stopped payment on the check and cut a new checkThis check was
sent over night to Ms*** for delivery today
I have spoken to Ms*** and apologized for the delayHopefully, this complaint is now resolved
If there is anything further I can do, or if you
have any additional questions, please don't hesitate to contact my office
Sincerely,
Barbara JV** ***
Customer Resolutions Manager
*** ***

*** ***,In response to *** ***'s rejection, please be advised that I spoke with *** *** on 2/15/and advised him his refund had been completed and he would see it in three to five days. I am attaching proof that the refund was done on our side. Please make sure *** *** gets this so if he doesn't see the refund, he can call his credit card company and give them the Trace #. They should be able to find the transaction from that number.If there any further questions, or if I can be of further assistance, please don't hesitate to contact my office.Sincerely,Barbara V** ***Customer Resolutions ManagerConnect America/Medical Alert Tell us why here

Dear *** ***,
Please let me apologize for the delay in answering this complaintThere was much research involved in getting the information on this refund
The refund was issued on April 13, It cleared our bank on April 17, I am attaching the documentation showing the cleared
refundIt has a portion of *** ***'s credit card number on it showing where the money was credited to
If *** *** still has not received this refund,
he should contact the credit card companyIf he still has a problem, ask him to contact meI believe we have researched this a far as we can, but I will try my best to get an answer for him if he can't locate the 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** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that this issue has been resolved*** *** is being sent a refund check in the amount of $*** *** advised me he was unable to locate the Alert 911, so the Lost Unit Fee for that item has been
deducted in the amount of $prior to the final total being givenI have also emailed *** *** with the total of the refund
If there is anything further I can do, or if there are any additional questions, please don't hesitate to contact my office
Sincerely,
Barbara ** V** *** Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,In response to the complaint filed by *** ***, please be advised that the billing *** *** is receiving is for the Cellular Unit that is currently located at *** * *** *** Stanton, MI ***The unit sent in a test on 5/19/from that address. The billing is for
that unit and the Fall Detector Button which goes with that unit. As I am sure you can understand, we wouldn't be receiving tests from that location without the equipment being there. This account has never been canceled since we are unable to do so without the return of our equipment.The money *** *** is being billed is due and payable. 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** ***Customer Resolutions ManagerConnect America/Medical Alert

Dear ***,
In response to the complaint filed by *** for *** ***, please be advised that we did receive the Medical AlarmThe billing that is being sent to *** is for the months of November and DecemberWe credited January as the unit was received January I
checked the Central Station and the Alarm was plugged in until sometime during the week of December
As requested, I called ***, however, I had to leave a messageOnce he returns my call, I will explain exactly what the billing is for
If there are any further questions or if I can be of additional assistance, please don't hesitate to contact my office
Sincerely, *** ** *** ***
Customer Resolution Manager
Medical Alert

Dear Ms***,
In response to the complaint filed by Mr***, we received a letter requesting cancellation on May 29, At that time our Agent Carolyn called and left Mr*** a message regarding the letter and requested a call backHad Mr*** called her back at that time, this
matter would have been resolved by now
We do not prey on the elderly and the equipment is not cheap as Mr*** indicatesThe equipment is leased and is our property
I will have the account canceled and the billing stoppedThe last payment we received was for $which I believe was sent with his letter and possibly might have been Mr***'s attempt to close out the accountThe invoice he received for July, August and September will be credited off the account
There won't be a refund since the last payment we received only covered the system until the end of JuneIf I can be of any further assistance or if there are any additional questions, please don't hesitate to contact my office
Sincerely,
Barbara JV** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that I have investigated all of her allegationsIn reference to the Medical Alarm not working, I have attached the print outs from the Central Station showing that, not only was it working fine, but back-ups
were contacted and there was never a two hour delay in contacting EMSThe activations are in redIf there was a two hour response time delay, it was on the part of the EMS and not Medical Alert
I have also pulled the sales call recording, which I have also attachedAt no time during the order placement was a Fall Detector Button ever mentioned*** *** was only requesting that the Medical Alarm be able to be used anywhere so that her brother wasn't tied to the houseThe Medical Alert that was sent to *** *** was exactly what was orderedHad *** *** mentioned that she wanted fall detection, we would not have been able to send the Medical Alert as it does not have fall detectionShe would have gotten an entirely different unit
I have also attached a signed copy of the Medical Alarm AgreementThis agreement clearly states that there is a three month minimum and since the system was in use and working properly, there will be no refund
Sincerely,
Barbara *V** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear Ms***,
In response to the complaint filed by Mr***, we received a letter requesting cancellation on May 29, At that time our Agent Carolyn called and left Mr*** a message regarding the letter and requested a call backHad Mr*** called her back at that time, this
matter would have been resolved by now
We do not prey on the elderly and the equipment is not cheap as Mr*** indicatesThe equipment is leased and is our property
I will have the account canceled and the billing stoppedThe last payment we received was for $which I believe was sent with his letter and possibly might have been Mr***'s attempt to close out the accountThe invoice he received for July, August and September will be credited off the account
There won't be a refund since the last payment we received only covered the system until the end of JuneIf I can be of any further assistance or if there are any additional questions, please don't hesitate to contact my office
Sincerely,
Barbara JV** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,In response to the complaint filed by *** ***, please be advised that I just spoke with him regarding this matter. The account was canceled as promised, however, the Agent who canceled the account missed the Fall Detection Pendant line item and that is why there was a
letter sent. There was also a call and when that Agent realized what happened, the line item was canceled and so was the invoice. I explained this to *** *** and apologized. I was so upset about this, because if I answer a complaint and put my name to it that everything is resolved, that is exactly the way it is supposed to be, with no exceptions.Please, again, extend my apologies to *** ***If there is anything further I can do or should there be any additional questions, please don't hesitate to contact my office.Sincerely,Barbara ** V** ***Customer Resolutions ManagerConnect America/Medical Alert