Connect America

[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,
*** *** Thank you for following up with me on this issue with "CONNECT AMERICA." I actually found the corporate office through multiple searches in the Internet and called the number listedThat's when I knew a refund check was in the process of being sent to me via *** although Renee S*** never contacted me with the tracking number as promisedI am very glad this ordeal is just about overOnce I receive the refund check I'll definitely know it has been put bed.I might have done all of the leg work, however, I felt Revdex.com serving Metro Washington DC & Eastern Pennsylvania should be aware of it so others who follow in the future can rely on the Revdex.com serving Metro Washington DC & Eastern Pennsylvania in respect to Connect AmericaThank you,*** ** *** ***

Dear *** ***,In response to the complaint filed by *** ***, please be advised that I have requested that the account be canceledI processed a refund for the November payment, however, any payments prior to that date will be kept for a lost unit fee. Unfortunately, we did not receive
the equipment. I am attaching a copy of the signed agreement indicating that the equipment is billed until it is returnedIf it isn't returned, the charge for the lost unit would be $I know this must have been very frustrating for *** ***, and, for that, I am sorry. I have closed the account with a zero balance and hope this resolves this issue for *** ***. If there are any 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

Wonderful people work there I have had a number of alarms and they are so positive and don't get annoyed at all

Dear *** ***,
In response to the complaint filed by *** ***, please apologize to her on our behalfShe purchased our system through one of our Partners and they didn't make us aware of any credit
I have put the $credit on *** *** account
This should be applied to her next
billingIf 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 rejection filed by *** *** I am sorry I didn't supply this information in my original answer. However, I had no reason to, as it was not requested. The equipment needs to be returned to Medical Alert, *** *** ***, Broomall, PA ***It should be sent via a carrier that will provide a tracking number. Once the tracking number is obtained, *** *** can call me and leave me the tracking number on my voicemail. I will look for the return and upon receipt, a refund will be issued for the unused portion of the paid monitoring. This refund should equal a six month rebate depending upon the date the equipment is received.I hope this addresses all of *** ***'s concerns. If there are any additional questions or should I be of any further 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 *** *** please be advised that I processed the refunds, in the form of a check, today. I am requesting that the check be overnighted. I apologized to *** *** for these issues. I am sorry this happened and gave her my direct
telephone number in the event she ever has any further issues.If there is anything further I can do, or should you have any additional questions, please don't hesitate to contact my office.Sincerely,Barbara ** V** ***Customer Resolutions ManagerConnect America/Medical Alert

Dear ***,
I am in receipt of the complaint filed by ***. We shipped the unit on November 15, and it was not received back in our office until December 20, 2013. The customer has days in which to return the unit for a full refund. Since *** paid
the first month and shipping, there would be no refund.
*** indicates that she sent a check in the amount of $to us. This payment has not been posted to her account, which means we have not received it. If *** sees this payment on her bank statement, she will need to make a copy of that statement and send it to us. At that time, we will adjust the account, and refund the $90.00. In the meantime, if the payment does arrive here, we will certainly refund it
I hope this will resolve the situation. I don't know who *** spoke to, but please ask her to accept my apology for that phone call. If the customer has paid monthly, no one should have called her for additional money after the account was canceled.
Sincerely,
*** ** *** ***
Customer Resolution Manager
Medical Alert

At first I had a hard time checking my device each month, but that got easier I've never had to use my system, but when my bracelet malfunctioned, I was away from home Since Med Alert could not reach me, they called my granddaughter who is my contact In this way we were assured of prompt performance Only once have I experienced a rude response from customer service That's really a good record because I'm from Alabama with a drawl and I'm elderly, so I'm accustomed to a great deal of condescension Med Alert gives my family and me peace of mind!

Dear *** ***,In response to the complaint filed by *** ***, please be advised that we were notified of *** ***'s death on January 6, 2016. At that time we sent a return label for the equipment. On August 25, 2016, we received a call regarding a refund. At that time, ***
*** was advised that in order to do a refund, we must have our equipment back. The Agent advised her of the lost unit fee for each piece of equipment. Again on September 15, yesterday, we sent another return label. Service and billing cannot be discontinued until the equipment is back in our office.I am sorry that *** *** is upset, but there will be no refund until our equipment is either returned or paid for. I don't know what lies she is speaking about and there are no notes stating that she requested call recordings be reviewed due to employees giving misleading or inaccurate information. If she wishes, I will have the calls pulled, but I will need to know the date of the calls and which phone number was used to call us. I am sorry if she feels she was mislead, but if she provides me the necessary information, I will gladly listen to them. Any employee caught misleading a customer will be taken care of appropriately. I also don't know what products and services she has been lied to about. I can investigate that further when I pull the calls if she will provide me with the date of the call and the telephone number she called in from.I will gladly work with *** *** to get this straightened out. 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 ManagerConnect America/Medical Alert

From: *** *** Date: Wed, Mar 21, at 11:AMSubject: Satisfactory ResponseTo: [email protected] name is *** *** and I submitted a complaint against MedicalAlert Alarm System for refund after cancelling and returning their product. I have now received my refund from this company and would like to close my complaint. If I am required to do anything additional, please let me know. I sincerely thank you for your assistance.*** ***

Dear *** ***,In response to the complaint filed by *** ***, please let her know I am sorry for this problem. I have looked into the account and had the open balance adjusted to zero. Actually, what occurred, was that we refunded *** *** $which covered all of the
overbilling. We then sent a check for $89.85. That was an overpayment to *** ***. Instead of calling to let her know, someone decided to put the balance of $back on the account.I have had the balance taken off. Since the overpayment was our error, I see no need to continually contact *** *** or *** *** for the money. The billing was our error to begin with. I am very sorry this has been an ongoing issue. Please let *** *** and *** *** know that this has been taken care of. Should any more calls be received, please ask them to contact me directly at ###-###-####, Ext***.If there are any further questions of if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara ** V** ***Customer Resolutions ManagerConnect 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: ***
I am rejecting this response because: I was ready to hit accept when I received another piece of mail from them todayI opened it expecting it to be an apology and a bill showing a zero balance, but no, it was a protection agreement for my mother which they wanted me to signMy Mom, as they have been told repeatedly, died in Decof I have been in contact with them now since Feb (months!) trying to get this straightened outI have filed a complaint with *** *** and the Revdex.comNot sure what I have to do to make them stopAlso, I learned this weekend that my sister in FL, with whom my Mom lived, had been receiving repeated phone calls and has also told them several times my Mom has diedThey must stop! They must cease and desist! I would like a written apology and a bill showing a zero balanceI would then like some assurance that this will really stop! I feel like many estates and older adults would probably just pay or sign without the work that I have put into just making it stopI feel like they are just trying to prey on people in very difficult circumstancesIs it possible to ask for some training of their staff so that this does not happen to anyone again? This is horrible
Regards,
*** ***

Dear *** ***,In response to the complaint filed by *** *** on behalf of *** ***, please be advised that I called *** *** three times and left messages for him to call me back. He did not return any of my calls. First, I wanted to give him the return address and then I wanted
to explain the billing. *** *** has our *** Unit, and an *** ***. *** *** sent in a check on 9/11/for $which covered the August and September charges for the *** ***. The $we took on 9/13/was for the August - SeptInvoice for the *** Unit. There were two bills for the returned *** Unit, one for $for the *** and fall detection pendant for June and the other charge of $for the *** unit for May. I have credited these two charges and applied the payments to open invoices on the account. MrLee, now has open invoices for November for the *** Unit and the *** ***. There was no double billing other than the above two invoicesI wanted to mention that *** *** requested and invoice even though he was paying with his credit/debit card.The *** Unit and the *** can be returned to: Medical Alert, Park Way, Broomall, PA 19008. The package should be insured for $and sent via a carrier that will provide a tracking number. Once the tracking number is obtained, *** *** can call and leave a voicemail with that information on my phone. I will watch out for the package's arrival and get the account canceledMy number is ###-###-####, Ext***.If there is anything further I can do, or if you have any questions, please don't hesitate to contact my office.Sincerely,Barbara *V** ***Customer Resolutions ManagerConnect America/Medical Alert

I spoke to *** *** this morning and advised that I would refund the two months in question Please contact her again so thiscan be closed as resolved

[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 the daughter of *** ***, please be advised that I have looked into this matterFirst of all, the attached Agreement states that if there is a change in phone service the company is to be notified and the system is to be tested
Secondly, With the exception of two tests when the system was new, there were no tests done by the customer until her daughter tested on September 15, 2015, when the signal didn't go throughAs you will see on the signed agreement, the customer is supposed to test the system monthly
I know the majority of our customers are not technical, but no technical knowledge is needed to push the button on the unit or on the customer to test the system monthly
Although there is not money due to *** I am willing to refund the last three payments of $We save lives all the time, so I am quite sure we are doing a good job, but we cannot go to the customer's house to test the systemIt is their responsibility to do that
I hope this will resolve this complaintIf there is anything further I can do, or if there are 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 the refund was processed back to the credit card we have on filed on October 20, I spoke to *** *** today regarding the refund and apologized that it has taken so long. I advised ***
*** the it will take three to five days to see the credit on the account, due to the refund having to go through a couple of processorsI cannceled the account today and gave *** *** my direct phone number in the event of any other issues.If there is anything further I can do, or should you have any questions, please don't hesitate to contact my office.Sincerely,Barbara ** V** ***Customer Resolutions ManagerConnect America/Medical Alert

Dear *** ***,
I am really confused by this rejectionDid you forward the Central Station Printout and the recording to *** ***? The times on the printout are computer generated and when an action is started, the computer time stamps itI know that *** *** is upset because there was no fall detectorHowever, had she listened to the initial Sales Call for the Medical Alarm,
there was no mention of the Fall Detector Button and no request for itI wonder if she spoke to other Medical Alarm Companies and believes the conversation with them was the same as she had with us
The unit that was sent, works upon pushing the buttonIt either works or it doesn't workIt isn't an intermittent thing where it would work on one push and not on the other
The response I provided was factual, not "defensive"I would like *** *** to know that I always am on the side of the customer unless I find that the facts provided are not correct according to our records which we are unable to be adjusted or changed
I am sorry *** *** is not happy with my answer, but I provided proof to back up what I
stated in the answerI know she is upset and am sorry that there is no way to resolve this complaint
Sincerely,
Barbara ** V** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,
I apologize for the delay in answering this complaintThe refunds were made to this account on 3/1/for $which was short $The second refund for $was issued 3/2/
The account has been refunded in full and has been canceledI am attaching the
Authorization Forms for both of these refundsThe Trace Number on each form can be used to locate the credits if they have not posted to the credit card
Please apologize to MsMackey and her parents for the delayIf 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 *** ***,First off, please let me extend my sympathies to *** for the loss of his Father. Secondly, let me apologize that the cancellation was not done immediately. I have checked the account, and it is canceled with a zero balance. I wish someone would have put
the calls regarding this account through to me. I certainly would have handled it immediately. I did try to call *** to apologize, but the phone just rang and rang with no answering machine to pick up.If there is anything further I can to, or should there be any additional questions, please don't hesitate to contact my office.Sincerely,Barbara ** V** ***Customer Resolutions ManagerConnect America/Medical Alert