Connect America

[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:
This company should have been able to see that there was an account opened already It is no acceptable that they cannot see that, since they could see that the machine was attached to same address when they discovered accounts Why, if they could discover accounts later, cold they not see there as an open account in the first place? This company deals with the elderly that has memory loss along with many physical ailments, which is why they need this alert system in the first place! They are indeed punishing the customer for the physical ailments they have by not being able to detect if there is an open account already, with the same name, address, phone number,social security# and date of birth, along with all the other aspects that can detect a current customer The machine would have been returned if they were able to have an updated system, as all other companies do...for example, I could not order another cable from the same cable company as they would know I am a current customer, etc,etc., Indeed, this company is taking advantage of the customers for a mistake made that they admitted themselves; I thought I had another company....as you can see, Connect America is not the same name as *** ***.....that in itself is deceiving and I won't mention their numerous addresses! If this company is an honest one, they would return the payment they took from my bank account for an item I was not using and had no idea I had from them until they discovered their mistake that they had accounts on me in the first place, for a very long period of time! It is not my job to tell this company how to run their business, but they should be able to tell when a customer already is a customer!! I reject their lame excuse of billing me for not knowing I had accounts I wonder how many others they did this to, and what legitimate company would ever defend this excuse if they discovered they made this mistake of already having a customer and creating a new account for the same one! I would like to know of any companies that ever do this as a practice, and why this company could not run their business in such a way that they would know if there is already an existing customer! Exactly why I went to *** *** instead! *** *** has lost me as a customer over one bill they could not identify until repeated phone calls, and I am sure this type of problem is in isolated with them!
Regards,
*** ***

Dear Ms***, In response to the complaint filed by *** ***, please be advised that we verified a dispatch of the authorities on Friday, November 18, 2016, the day of the incident in questionWhile the GPS portion of the signal had an issue as claimed, the two-way voice and data portion
of the signal worked as designed and our Central Station team did in fact speak with the Dispatch authorities to assure that “Help was on the way”. The Paramedics were dispatched to the Customer’s location within six minutes of receiving the signal, as verifiedMrs*** indicated that if she had been alone or outside, she could have died. That is not the case, upon the receipt of the signal the Authorities were dispatched to Mrs***’s home as is our protocol when we are unable to speak with the customerMrs*** wants a refund of all money paid by her to Connect America/Medical AlertShe has been a customer of Connect America/Medical Alert since June, 2013. Her system has been monitored since then, and that fact can be verified in light of the various test signals she sent that were answeredWe have provided protection to Mrs*** since While a full refund is not appropriate, we have offered to provide a refund for one year of monitoring as a customer accommodation. We have forwarded a check to Mrs*** for this amountIf there are any further questions, or if I can be of further assistance, please do not hesitate to contact my office.Sincerely,Susan B***Customer Resolutions SpecialistMedical Alert/Connect America

Dear Ms***,
In response to the complaint filed by Ms***, please find the attached Monitoring Agreement signed by Ms***This agreement clearly states that the unit is billed until it is returnedMs***'s unit did not operate through a land line phone ServiceShe had a
Mobile Alert which only needed to be charged at intervals to work properlyMs*** was aware of that fact as she had been using the system
Connect America/Medical Alert was not advised that Ms*** had moved until February 16, when one of our Agents spoke to her daughter
When one of our agents finally spoke to Ms***, she advised them she lost the equipment and was not paying a Lost Unit Fee or the balance on the accountAt that time she was advised that her account would be turned over to our Collection Agency
To date, we do not have her equipment listed as returnedHowever, I will take her word for it, if she can provide me with a tracking number, and I will then credit off the Lost Unit FeeBased on her Agreement with us, we will not credit off the charges for the monthly equipment If we sent an invoice to her new address, it was either given to us or searched on the web
In order to resolve this issued, Ms*** will need to send us payment for $
If you have any questions, or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,
Barbara JV** ***
Customer Resolutions Manager
Connect America/Medical Alert

From: *** *** Date: Fri, Apr 1, at 6:PMSubject: Revdex.com Complaint No***To: [email protected] complaint was closed with an unsatisfactory resolution, however I did agree that if my mother had gone weeks without contact by Medical Alert or Connect America, that I may consider this issue at least resolved to my satisfaction Unfortunately, Medical Alert has NOT honored their commitment to remove *** *** from all their calling, mailing, and any other contact lists and therefore will never receive anything but negative feedback from me after this experience My mother has received at least two solicitations through the mail, the latest one arriving today If I could provide another negative comment on the Revdex.com site, I would but I understand there is only so much one person can do and say. You can be assured that their services will never be recommended by me and I will share my experience and frustration with this company whenever the opportunity arrives.*** ***

Dear *** ***,In response to the complaint filed for *** ***, please be advised that we did cut the refund check and mailed it on October 22. The check number that was sent out was ***. Since they didn't receive this refund,
I will have Finance put a
stop payment on the check and reissue the refund. Please extend my apologies to the ***. Unfortunately, we have no control over the Post Office and generally checks that aren't received are returned to us. We have not received this check.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 ManagerMedical Alert

Dear *** ***
In response to the complaint filed by *** *** on behalf of *** ***, please let M** *** know that I have pushed the refund through
to Accounts Payable and requested the check be
overnighted to *** ***
Please extend my deepest apologies to *** *** and
his motherThis should have been refunded
immediatelyI am truly sorry it wasn't done
If there are any further questions, or if I can be of additional assistance, please don't hesitate to contact my office
Sincerely,
Barbara J*** ***
Customer Resolution Manager
Medical Alert

Dear *** ***,
In response to the complaint filed by *** ***, please be advised, I pulled the sales recording*** *** is correct, he didn't order the Alert 911, *** *** didShe also gave permission for the charges to be drawn against the account we had on file
I have processed
a refund back to *** ***'s
account on October 14, 2015, in the amount of $
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
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:
Medical Alert has since called me and yes refunded half the amount and has agreed to close out my moms account. I received the return authorization yesterday in the mail and will go to my mom's house by the weekend to pack it and ship by next week. I will be moving mom in with me next month and will personally be taking care of her and know that in my care.....she will be safe. I agree that the situation was very unfortunate and pray they use this as a training opportunity. I am satisfied with the end result as I do believe that mom should have to pay for some of the error (1/the cost) and they do pay the other 1/which was agreed upon. Donna was wonderful when she reached me. I wish I could have spoken with her in the first place....very very reasonable and fair on her part. I agree that mistakes do happen....but since most of their customers are elderly, again....I hope this is used as a training opportunity. I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I ordered the medical alert system from this company in December, but due to her being confined to a nursing home at that time, I suspended service until she returned to her home in February, From the period from that date until December, 2015, she received calls from the company trying to get her to sign up for additional services On numerous occasions, I contacted the company and asked them to not call her directly because of her confusion and since I paid a year in advance for their services ( they gave me two months free for doing so), I asked that they make all non-emergent communications through me After her receiving more calls after they assured me they had noted my request in their computer, I called in December to ask when her service contract expired and shared my dissatisfaction with their inability to honor my request I wanted to cancel her service and procure service elsewhere but my siblings were concerned that a new system would add to my mothers confusion so in late December, I contacted the company and spoke with Tiffany about getting two months of service at no cost if I again paid for a full year She agreed and told me she would put the information in the computer so that when it came up for renewal in February, 2016, it would be noted I also asked to add the fall alert button after my mother received a call from a company representative trying to persuade her to add a fall alert button to her unit a $extra per month I called the company to share my displeasure that they had again called my mother against instructions I was offered a free month and free shipping for the fall alert button by Tiffany at that time When my mother hadn't received her new button by the middle of January, I again called and spoke with Tiffany who explained that the payment was denied by my credit card company After review of the credit card information, I explained that the card was no longer active so gave her additional payment information When I requested the amount being billed, Tiffany told me it was $for the system renewal and $for the fall alert I reminded Tiffany of our December conversation at which time she told me that she would make a nite in the computer system and I would be billed $for the fall prevention to start on February 1, and she would suspend payment until April 1, for the system renewal at a charge of $ Both pieces would be paid in full until February 1, My mother didn't received the fall alert button until February The package bears a postmark of February 16, I decided to let it slide until I received my credit card statement today and found a charge of $from this company posted in February I called to talk to the company representative who told me that they couldn't approve two months free and there was nothing in the computer stating I had been told this I became upset and ask to speak to Tiffany I was left on hold for minutes without anyone coming back to address my concerns I called the number again from my cell phone and spoke with Debbie, explained my dissatisfaction to her and was again told me she could give me a free month of service I asked to speak to a customer service representativeAfter a few minutes on hold, a gentleman came on the phone and after attempting to get him to understand, he told me that Tiffany was there so I needed to talk to her and put me on holdSo at this point, I had two phones on holdAfter an additional minutes, I called from a third phone and talked with Cori who was very abrupt, so much at one point that I told her to shut up and listen to what I was telling her She told me that I wasn't getting the additional months free ( even after I told her I had two phones still holding for someone to pick up on their end) I asked to speak to Tiffany and she told me Tiffany wasn't there I became irate and told her that I was told by both earlier representatives and that I wanted everyone her to give Tiffany a message that I will be calling her tomorrow I left both phones on hold with their hold music playing for hours minutes and hours minutes respectively and no one ever picked up either line

Dear *** ***
In response to the complaint filed by *** ***, please be advised that a check was cut on the 12th of November and mailed to *** ***'s address
Our Agreement states that the equipment is billed until it is returned to our officeI believe *** *** misread the Agreement
The refund of $represents the balance of the payment less five monthsThe 12th month was free so that would not be included in the refund
If *** *** doesn't see the refund check in the next couple of days, she should contact me and I will stop payment and have another check issued
I can be reached at ###-###-####, Ext***
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

Complaint: ***
I am rejecting this response because: The equipment was lost so I paid $to Medical Alert to cover it's cost. After remitting the funds,I paid $for equipment not returnedThat should satisfy the equipment requirement.Medical Alert took an additional $from my mother's bank accountI was able to get that refundedYOUREQUIPMENT WAS PAID FOR! Your bill specified it was for continuation of service not cost of equipmentNow you want to bill me a THIRD TIME for the equipmentIs there no record keeping a your company?Check you transactionsI sent you a checkP.SI paid $If it was $you owe my $
Regards,
*** ***

Dear Ms***,In response to the complaint filed by Mr***, please be advised that I have processed the refund and closed his account with a zero balance. I am truly sorry this happened. I am not quite sure who told Mr*** that we don't start the refund process until the customer
calls. This is not true. The refund shouldn't have taken this long. We received Mr***'s equipment on October 2, and the refund should have been processed no later than November 2, 2017. I knew that the Refunds Department was behind, but had no idea it was this backlogged.I am sorry this happened. Mr*** should see his refund within - days of processing. If there is anything further I can do, please don't hesitate to contact my office.Sincerely,Barbara ** *** A***nCustomer Resolutions ManagerConnect America/Medical Alert

Dear Ms***,In response to the complaint filed by Mr***, please be advised that he was receiving a bill for January, for $29.95. We received the unit on January 19, 2016. Since the unit was received after our cutoff date of January 15, 2016, that is why he is being
billed. I have credited the account for the $and emailed our Collections Department to remove Mr***'s name from their collection lists and to send no further correspondence. If 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 ManagerConnect America/Medical Alert

Dear *** ***,
In response to the complaint filed by *** *** on behalf of her mother *** ***, please be advised that my associate spoke to *** *** and informed her that we have not had a signal since April 23rdThis does not mean the system wasn't working, it only means that ***
*** had not tested her system during that period of timeI am attaching a copy of the signed agreement that indicates the system is to be tested weekly
We offered a credit of three months instead of the initial two months that was offeredSusan, my associate spoke to *** *** and apologized that her mother had fallenShe at that time apologized for the poor customer service
We are sorry that this situation occurred, but it is imperative that these systems be tested, at the very lease, once a month
If you have any additional questions, or if I can be of further assistance, 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.
Regards,
*** ***

Dear *** ***,In response to the complaint filed by *** ***, please be advised that none of the Equipment *** *** received has ever been returned. The equipment is the property of Connect America/Medical Alert. The lost unit fee charge for this equipment is $for the
Medical Alert Unit and $for the fall detection button. This totals $500.00. It is not the fault of Connect America/Medical Alert that *** *** put the equipment in the USPS Mailbox rather than returned it to us via the Federal Express with the label we provided him.I will make a compromise, if *** *** will send us $300, I will forgive the balance of $200. With that being said, billing will continue on the account until *** *** comes to a decision regarding the Lost Unit Fee. Once I have had his decision, and if he agrees to the $fee, I will cancel the account and credit any outstanding balance.I apologize if anyone was rude to *** ***, that is not what this company is about. 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 *** ***, please be advised that we contacted *** *** with the Label Number we sent to *** ***. They checked their records and stated that the label had never been used.We have no record of ever receiving the equipment back
and the account is still active in Central Station under his name. This is significant because the particular unit *** *** had is reassigned another account number in Central Station and his account number would remain as a canceled account. I know that **and *** *** don't feel it is their fault if the equipment got lost, but according to the Agreement they signed, they are responsible for the equipment until is arrives at our office.I will credit the December, Invoice, but the Lost Unit Fee is due and payable. Unfortunately, Collection attempts will continue until we receive the payment for the lost unit fee. Once that is received, I will credit the balance and have the account closed. If there are any questions or if there is anything further I can do, please do not hesitate to contact my office.Sincerely,Barbara *V** ***Customer Resolutions ManagerConnect America/Medical Alert

Dear *** ***,
In response to the complaint filed by *** *** on behalf of *** ***, please see the attached Central Station HistoryThe Medical Alarm is still hooked up and sending signalsThe equipment that was received was the Alert UnitThis is a portable unit and it was
received 10/13/The unit that is being billed is the Medical Alert which is tied into the telephone lineWe cannot cancel this account as it is still being monitored and is not in our possession
I have no idea why any of our Agents wouldn't explain this to *** ***Please ask *** *** to send the unit backIf she needs a return label, I will gladly send her oneShe can call me at ###-###-####, Ext*** and leave a messageI will call her backUnfortunately, I am not on the phones to receive incoming phone calls and that is why I am requesting she leave a message
If there is anything further I can do, or should there be 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.
If the check arrives as promised I will have no further complaintThank you! Regards, *** ***

Dear *** ***,I have been in contact with *** *** regarding his problem with the Fall Detection portion of the system. We sent him a new unit and when he tested it, it didn't pick up a fall. *** *** has contacted the Manufacturer and they supplied him with a different way to
test the button. He will be doing that this afternoon.I advised *** *** that I had no problem refunding what he has paid. I told him if the equipment didn't work the way it was supposed to, then I felt he was entitled to a full refund. I had a return label sent to him for the new unit. We also sent a label for the original equipment which was returned to our Canadian Office. They will be forwarding it to me in our Park Way Office so that we can return to the Manufacturer to have them check into why the fall portion of the button isn't working.I truly believe that *** *** and I can get this worked out as soon as he either feels comfortable with the new equipment or returns it.Sincerely,Barbara *V** ***Customer Resolutions ManagerConnect America/Medical Alert