Connect America

Dear *** ***,In response to the complaint filed by Mr***, please be advised that I have canceled this account in its entirety. However, none of the equipment has been returned. I have checked and rechecked our Return Log. Not one of the items Ms*** was sent have been
returned. However, since the items were for Ms*** and not for Mr***, we have canceled the entire account and credited off the balance. If there is anything further I can do or if there are any questions, please don't hesitate to contact my office. Please extend our sympathies to Mr***. Sincerely,Barbara JV** ***Customer Resolutions ManagerConnect America/Medical Alert

I have comments regarding the response from Connect AmericaThe first is my mom clearly did not fill out the formIt is her signature on the document, but all the other information was entered by someone elseI suspect it was the sales personSince my mom has mild dementia, it is possible that she just signed the document as instructedAgain, she has had *** *** since The second point is that her contract says there will be $fee if all the equipment is not returnedOn the phone, both representatives said she would be charged $Why the discrepancy?

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that we called *** *** on several occasionsWe left her messages to return our callsShe did not call backI have also left *** *** three messagesShe hasn't returned my calls either
I
looked into the Central Station issue of the unit not working*** *** either wasn't testing monthly or was testing incorrectlyShe was not told the unit was workingThe testing line is a recording that indicates that the customer's equipment is put on minute test and they should hang up and test the systemI believe *** *** hung up thinking that the system had been testedIt was not
We have not received the equipment backThe equipment is billed until it is returnedThe only refund that would be provided is any advance payments she madeShe signed our agreement and agreed to test the system monthlyIt also states that the equipment is billed until it is returned
If *** *** had returned my telephone calls, all of this would have been explained and I am sure the complaint would have been resolved
When she sends the system back, if she will advise me of the tracking number, I will then make sure the account gets canceled and any prepaid monitoring is refunded
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

I have only had this system for a few months but am very happy with this Company They always answer in timely manner and appear to be very professional

[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. It is sad that I had to contact them three or four times before they made the refund. As well, I alerted them that I must file the complaint with the Revdex.com because they have had the equipment for more than three months and would not refund my mom's money. Very poor customer service. I feel sorry for the elderly who never get refunds because they have no advocates to help them
Regards,
*** ***

An awesome, competent company!
I highly recommend it Much better than the one I used to use

Dear *** ***,
In response to the above customer complaint, please be advised that we did send a return label so that all of the equipment could be returned at no charge to the customerWe test all of our systems prior to shipping themWe tag each box with "Fragile", however, we have no
control over
how the equipment is handled between our office and the client's location
We will refund the $we deducted for the initial shipmentI have no idea where *** *** came up with $All shipments are billed prior to mailingThis is no different than any other companyWhen you order something, they bill it when it is shipped
The credit will be issued upon receipt of the equipment
*** *** called in and spoke to one of our Agents and threatened to kill herI don't think that is the way to handle a situationOur Agent passed her off to a Supervisor, but she continued to not allow the Supervisor to speakI believe that the entire situation would have been resolved had she calmed down and allowed the Supervisor to speakI am attaching that call
I am sorry the equipment didn't work, and we know that is not the customer's faultThat is why a full refund will be issuedHowever, we have an entire Department that does nothing but program and test these units so that they are working correctly when the unit is shipped
If I can be of further assistance, please don't hesitate to contact my office
Sincerely, *** ** *** ***
Customer Resolution Manager
Medical Alert

Dear *** ***,In response to the complaint filed by *** ***, please be advised that a refund was issued via check today. I had called *** *** regarding the fact that our Processer was having an issue and that I needed him to call me to confirm that the check should be made payable
to him. I haven't received a return call, so since the credit card was in his name, I had our Finance Department process a check for the total refund of $to him.. I have requested that the check be sent two day *** *** with delivery on Tuesday.I am sorry that this became an issue. Unfortunately, the issue was not escalated until his last call. It should have been escalated much earlier. 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 ManagerMedical Alert

*** *** ***In response to the complaint filed by *** ***, please be advised that the account is canceled with a zero balance. I looked into this to see why she was getting contacted by our Collections Department. The unit was received here on February 28, 2017. It
appears that the account was not canceled, which I believe was a mistake. The billing continued after the date of return of the equipment, but since the account wasn't canceled, the invoices were written off and the account was canceled for non-payment. That is why the Collection Department has been contacting her. I have contacted the Collection Department to advise them that the unit was returned on 2/28/and none of the billing was due. I have asked then to correct this error and to remove *** *** from all lists and to not try to contact her again. Unfortunately, this will not be in effect for hours. So if any other mail should be sent out, she should just throw it away. I am so very sorry this happened. There should be no further contact from us regarding money being owed. If I can be of further assistance, 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 extend my apologies for this problemWe transferred our information from one system to another, and it seems as though the person who approved refunds didn't understand how it was to be done in the new system
Unfortunately, this refund was put through three times and rejected three times
I investigated this and the check has been cutIt is being sent Federal Express 2-day so that *** *** should have it tomorrow
Again, I am so sorry for this problemIf there are any further questions, or if I can be of additional assistance, please do not hesitate to contact my office
Sincerely,
Barbara *V** ***
Customer Resolution Manager
Medical Alert

From: Date: Thu, Oct 15, at 1:PMSubject: *** Connect America Complaint ResolvedTo: [email protected] is to report that Connect America sent my refund check, dated 10-14-for $119.85, via overnight *** **Thank you! I am very pleased
by the quick response which was initiated by my Revdex.com complaint.*** ***

[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: I checked with ***/*** *** today and the refund of $still hasn't been refunded. On 12/06/Medical Alert said the refund would be escalated and when they're called to see where the refund is, the response is it's in charge back status. When specifically will the refund of $be made??? For the record, ***/*** did refund the disputed $on 9/25/after it was proven Medical Alert was in possession of the equipment they said they hadn't received
Regards,
*** ***

Dear *** ***,
In response to the rejection, as I explained in my initial answer, we were unable to process the refund until days after the disputeSince the office is closed on the weekend and I was not in on Monday due to illness, the refund didn't get processed until yesterdayThe Transaction ID for the refund is *** *** should see that credit on the account in a few days
As far as contacting her Mother is concerned, the account has been canceled with a zero balance and there is no reason for anyone from Medical Alert to contact her ever again
I hope this is satisfactoryIf there is anything further, please let me know
Sincerely,
Barbara *V** *** Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,In response to the rejection of the answer to the complaint filed by *** ***, I contacted him this morning. I advised *** *** that I would credit the balance on the account and have the account canceled immediately. He indicated in his rejection that he had the Post Office investigating the loss of the package. I asked that if he finds out anything about that package, to please call me and let me know what they found.I believe this complaint is resolved. 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 I have had his number put on the Do Not Call List
Unfortunately, his number belonged to a customer of ours and his number was being dialed in an effort to reach herThis should not happen any more
as the number has not only been added to the DNC List, but has been removed from the account
I am sorry this didn't happen sooner
If there is anything further I can do, or if you have 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 *** ***
I have emailed cancellations to see if they have
the equipment backThe account isn't marked as
canceled due to return of equipmentIf they have the equipment, the account will be canceled and the refund will be issued back
to the card it was taken from right away
Please apologize to *** *** for meUnfortunately, the Sales Person who sold this to *** *** works for one of our partners and the
recording of the initial sale is not available
I will stay on top of this until I see that the
refund has been processed
Sincerely,
Barbara J*** ***
Customer Resolution Manger
Medical Alert

Dear *** ***,
In response to *** ***'s rejection, I spoke to him todayHe was very upset with the problems that occurred and he was rightI apologized for all that he had been through
Unfortunately, we lost a customer over this situationHowever, during our discussion, *** *** indicated that he had returned the Medical Alarm and Alert I reversed the charge to his credit card for the October Quarterly paymentHe should see this credit in a couple of days
If you have any questions or if there is anything further I can do, please don't hesitate to contact my office
Sincerely,
Barbara *V** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,The last recorded call on this account was from me to *** *** stating that the account has been canceled, in full, with a zero balance. There have been no calls since then. To double check, I contacted our Collections Supervisor and requested he make sure this
account is not on any of his collection lists. We did have a glitch in our system in July causing it to automatically bill our canceled accounts. *** *** received a bill for $21.96, which was immediately credited off her account.I am sorry this happened and our IT team is working on this fix so that it won't happen again. 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 Ms***,
In response to the complaint filed by Mr***, please be advised that my Associate, Susan, contacted Mr*** on Friday, April 29, 2016. She apologized to him for this issue and advised that we would issue a refund of $39.95. She also told
him we would have to mail a check since the payment was taken so long ago.The account has been credited for the $and a check is being sent out today. The account has been closed and canceled and there is a zero balance on it. If there are any further questions, please don't hesitate to contact my officeSincerely,
Barbara JV** ***
Customer Resolutions Manger
Connect America/Medical Alert

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that the $was refunded to her account through a *** Card (the way it was taken)on March A copy of the receipt is attachedUnfortunately, the $check was not cut and mailed until yesterdayI
apologize for that, but we can only request that it be cut immediately and overnightedIn this case, the request was not honored
As far a shipping is concerned, we do not pay for return shipping*** *** decided, on her own,to return a unit she said was supposed to be picked up by another companyI am sure that once the units were received, they were discardedWe only use our units for our new customersWe were only billing her for one unit and that needed to be returned in order to stop the monitoring and billing
I am sorry it has taken so long for her refunds to come through, but she can rest assured that the $was refunded and the $overdraft fee check was mailed
I have listened to many of the calls that were handled by our Agents, and *** *** was not nice at all and she very threatening
We do not give partial addresses for returns that wouldn't benefit us at allNeither would deliberately billing a customer for money that we would have to return
We care about our customers very much and don't want to cause them any hardship
Sincerely,
*** ** *** *** Customer Resolution Manager
Medical Alert.com