Connect America

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that a refund was processed back to the credit card today in the amount of $She should see that refund as a credit in a few days
Please apologize to *** *** for the delayIf there are any further
questions or if I can be of any further assistance, please don't hesitate to contact my office
Sincerely,
Barbara *V** ***
Customer Resolutions Manager
Connect America/Medical Alert

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,
*** ***

[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:They said they were going to credit my account but I haven't seen anything from them.I am no giving up until I see my credits
Regards,
*** ***

Dear *** ***,*** *** and I had a lengthy conversation yesterday. I apologized for the delay and told him that I agreed that he should be upset. I have requested he send a letter, to my attention, with his concerns regarding this matter and I will forward it to our CFO, who is my
Manager. I knew that the time was longer than it should have been and advised him that his call should have been escalated to this DepartmentHowever, *** *** said it shouldn't have gone as far as it did. I also stated that we refund within daysHe felt that was too long. When I receive his letter, it will be given to my Superior so that he can see *** ***'s concerns. If there is anything further I can do, or should you have any further questions, please don't hesitate to contact my office.Sincerely,Barbara V** ***Customer Resolutions ManagerConnect America/Medical Alert

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

Dear Mr***,
In response to the complaint filed by Ms***,
I have been in contact with Mr***, at her phone numberI advised him that we would pay for the return of the equipment and have requested that the return label and documents be emailed to Ms***This was done
today
Please apologize to Ms*** for the problems she encounteredHopefully, the return label will make her life a lot easierWe know the cost to return a unit to the United States is very high, and whoever she spoke with should have considered her location prior to telling her to return it herself
If I can for of any further assistance, or should there be any additional questions, please do not hesitate to contact my office
Sincerely,
Barbara J*** ***
Customer Resolutions Manager
Medical Alert

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that I have sent an email to the Cancellations Department to have this account canceled immediatelyAlthough the unit was not returned to us, our Agreement was with *** *** and not her daughter
I
have credited the balance off the account and requested that her name and number be removed from Collection Lists and the Dialer
Please let *** *** know that if she receives any more calls, to please let me knowMy number is 800-*** *** *** As of this writing it should take no more than a couple of days to have her information removed from out Collection Department
If I can be of any further assistance, or should you have any additional questions, please don't hesitate to contact my office
Sincerely,
Barbara JV** ***
Customer Resolutions Department
Connect America/Medical Alert

Dear *** ***,In response to the complaint filed by *** ***, please be advised of the following. When a customer places a dispute on a payment, and we answer that dispute, until the dispute is settled plus days later we are unable to do a refund. That is not our rule, but the
credit card company's rule. I have gone over the account and all disputes that have been filed have been accepted by Medical Alert. Therefore, those funds will be returned to the Customer's Card by the credit card company. If she has not seen those credits, the problem is between her and her credit card company. The total that her credit card company should have refunded to her was $199.87. I have credited off the final invoice. I have also put *** *** on our Do Not Call List. This will take effect in - hours. At that point she should receive no more phone calls.I apologize that this has been such an issue. If the system didn't work for her, the refund should have been processed in full, less the shipping charges. The equipment she received is a new model that we put on the market in September, 2015. The equipment she received was not old and not used. I am not sure why it didn't hold a charge, but that was certainly not her fault and an immediate exchange should have been doneAgain, I am so very sorry this became an issueI hope *** *** will accept my apology. If there is anything further I can do, or should there be 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 *** ***, I have researched the account and found that the name was wrong on the billing.I have stopped payment on the original check and had a new check issued in the amount of $in the name of *** *** The check
has been sent overnight to the Kathleen, GA address and will be there tomorrowI would like to express my sympathy to *** *** and his family in the loss of his mother I am very sorry for the trouble *** *** had in receiving his refund.If there is anything further I can do, please do not hesitate to contact my office.Sincerely,Susan B***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: ***
I am rejecting this response because:
I received another invoice on this ghost accountInvoice number *** cr ***. Billing contact information is *** ###-###-####
Client was *** ***Remittance is requested to connect America bill is addressed from *** ***. I will call *** *** as well. I called *** *** and left a message
As usual they are failing to respond in kind
Regards,
*** ***

Dear Ms***,In response to the complaint regarding Ms***, please be advised that I have had the account canceled and removed from all areas in Collections where calls are being made from. The $that was paid was for a Lost Unit Charge, which is normally $350. According to the
notes in the system, we were unable to locate the unit that Ms*** returned. When we give return instructions, it is made clear that the equipment needs to be returned with a tracking number. We asked for the tracking number and it couldn't be supplied. We have checked and rechecked to see if we could locate this particular unit. We did not receive it.There will be no further Collection calls to Ms*** from us, however, since we didn't receive the equipment back, we will not be refunding the $200. If there is a tracking number and it can be provided, and that tracking shows that we received the equipment, we will gladly refund the $200.I am sorry this has been an issue. 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 JV** ***Customer Resolutions ManagerConnect America/Medical Alert

Dear *** ***In response to the complaint filed by *** *** ***, please be advised we did not receive the equipment. Contrary to what *** *** *** was told, there was no mistake. The number he provided does not track. There are a couple of reasons for that. It could be too
old to track or the number could have been put into our system incorrectly. In any case, I have processed this through for cancellation. I have also credited the invoice for $104.85.Please let *** *** *** know that we are sorry this was a problem. As upset as *** *** *** is, it clearly states in our signed agreement that the equipment is billed until it is returned. We do not have the equipment. I am closing the account so there will be no further communication between the *** *** household and Medical Alert. Again, I am sorry this became a problem.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 JV** ***Customer Resolutions ManagerConnect America/Medical Alert

Dear *** ***,I am sorry *** *** has rejected our response. I will not write off money that is owed, nor will I credit it. I don't know why she doesn't understand that we were unable to continue to auto debit her account and have the requested payments declined as it became too costly for us to continue doing that. I am sorry we could not come to some sort of agreement. Medical Alert has done all they could to resolve this issue.If you have 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

[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 as Answered]
Complaint: ***
I am rejecting this response because of the following:*** ***,THIS ISSUE IS A HARASSMENT ISSUE, NOT A BILLING ISSUE, MY MOTHER DID THE BEST SHE COULD TO RESOLVE IT COLLECTIONS HARASSED HER DAILY AND MANY TIME PER DAY. THIS IS HARASSMENTThis issue has not been resolvedI have been helping my mother *** *** with this issue and she is elderly and is years old. I felt due to her age it would be a good idea for her to get this monitor. Issue #1When I initiated the setting up the monitor a credit card was provided at that time, if there was a problem it was not disclosed at that time. The credit card was good so if the medical alert agent did not capture the right number, we were not informed at that time. Collection was calling here multiple times per day over many days. My mother wanted an invoice to be sent to her house and she wanted to write a check. My mother never got an invoice. The harassment continued and apparently they used the card that was on file. The purpose of the monitor is to ease the stress for my mother, however the continued harassment by collections stressed her out and asked me to cancel the service. Issue #2I believe on 2/I asked for a return label for the unit. I had to debate with the customer service representative. I was told it would take to days to receive the unit, in the meantime we would be charged for the service. On 2/we sent the unit via *** Tracking # ***, it was delivered on 2/and signed by Felder.We did not receive the shipping label until today. Summary;Medical Alert is trying to sugar coat this issue. My mother is years old, she did her best to pay for these services by wanted a bill sent to the house, she wanted to pay by check. She is old school, she wants to pay by check, she did not want to pay with credit card but eventually agreed to pay with card that was on file. Medical Alert always had her credit card on file, I don’t think my mother knew this as I setup the account. The harassment continued, collections people said they would sent her invoice which never came. Resolution;Pay us $for shipping.Pay us for monitoring service used. If this is not acceptable I will continue to file complaints with organization that deal with elder abuse and financial organizations that deal with elderly abuse. *** *** Regards,*** ***

Dear ***,
I am in receipt of the rebuttal from ***She not only was not told to send the unit back with no tracking number, she didn't call to say she was sending back the unitShe called on the first unit and was told to get a tracking number
She didn't call on the second unit, but should have known that a tracking number was needed on the second one if it was required on the first unit
I will cancel the account, but there will be no refund since we did not receive the second unit
The cost of a lost unit fee is $The total of the $and $is $193.80, so *** is getting a break on the lost unit feeIf this is agreeable, I will need to know right away so that we can close this matterOnce the account is closed, *** will receive no more calls
Sincerely, *** ** *** ***
Customer Resolution Manager
Medical Alert

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.
I hope this is accomplished in a more timely manner than any of my earlier contacts It's hard to understand why numerous contacts - phone and mail have been 'overlooked' or simply ignored for as long as they have, it shouldn't take a third party's involvement to rectify a simple situation
Hopefully, this will resolve the entire issue and allow me to finalize the administration of the EstateRegards,
*** ***

Dear MsOrtiz,
In response to the complaint filed by *** ***, please be advised that a refund check was cut yesterday and sent via *** *** for delivery todayThe *** *** Nois ***
This is the third check we have cut for this refundThe first check was cut
and mailed on September 17, The second check was cut on November 17, Both of these checks had to be voided as they never reached the customerWe did process the refund, but for some reason the checks were never receivedThe address was verified as correct for the previous checksThe current check is being sent to *** *** at * *** *** ***, Pittsford, NY *** as stated in the Complaint
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 let her know that I have authorized and additional month creditEven though the unit is billed until it is returned, she waited for a return label which she didn't receiveNormally, we don't send or offer to send
return labelsThere are no notes on the account that indicate one was supposed to be sent
I am willing to reimburse her the return shipping costs, however, she will need to send me the shipping receipt showing the costThe receipt should be sent to: Medical Alert, *** *** *** *** *** *** PA ***Please make sure it is sent to my attentionOn the receipt, please ask her to reference #***Upon receipt of the receipt, I will gladly put it through for reimbursement
If there are any further questions, or if I can be of additional assistance, please do not hesitate to contact my office
Sincerely,
*** ** *** ***
Customer Resolution Manager
Medical Alert

So very reassuring to know rapid help will come if I fall either at home or out....happy new ear...G*** k***

Dear *** ***,
In response to *** ***'s complaint, please be advised that I believe there is some confusion on *** ***'s partHis old equipment was returned and I did a refund for $for the October billing on the returned systemHe was also refunded $for the October billing on
his new systemThat refund should not have been issued
*** *** received a new piece of equipmentThis new equipment costs $per month plus an additional $per month to have the Fall Detection portion of this unit turned on*** *** is looking for a refund of an additional $That refund will not be issued because, as I stated previously, *** *** received a $refund which he was really not entitled toThe $billing on October and the $billing on October was for the *** *** and the fall detection program turned on for that particular unit
*** ***'s future billing will be $per month for his new unit
I hope that I have explained this clearly enoughIf there are any further questions, please don't hesitate to contact my office
Sincerely,
Barbara *V** ***
Customer Resolutions Manager
Connect America/Medical Alert