Connect America

Dear Ms***,In response to this complaint filed by Ms*** on behalf of *** ***, please be advised that I have requested the account be canceled in full. I have also processed a refund totaling $240.00. I called Ms*** and apologized for the issue she encountered
when trying to get the Fall Detection Pendant canceled. She indicated that it was in with the equipmentSince she put everything that was received in with the unit, that would have to include the Fall Detection Pendant.I believe this issue has been resolved 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 JV** ***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:The unit was shipped to me not my sonYou did not call me before you shipped it, if you had we would not have a problem now. Had you checked the bank accounts you would not have sent the unit.I am not responsible for my sonHe told me there was no orderThere is no signature on the order.I will file with the Attorney General Today Regards,
*** ***

Dear *** ***,In response to the complaint filed by *** ***, please be advised that she ordered the Medical Alarm in March, not November. She agreed to keep it for days and if she was not happy with the equipment she could return it after that commitment was fulfilled. The
equipment was returned on March 26, 2016. Although she is really not entitled to a refund for the first month, I will refund all money paid less the shipping of $9.50. This money will be refunded back to the account it was debited from.I am sorry *** *** feels that bad reviews soured her against our Company, but I just want to let her know that every complaint has been addressed and that the total number of complaints on the Internet is less than 1% of our customer base. If there is anything further I can do, or should there be any further questions, please don't hesitate to contact my office.Sincerely,Barbara *V** ***Customer Resolutions ManagerConnect America/Medical Alert

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
You must investigation other complaints pretaining to return of medical device and recharging the customers for equipment already sentdid you do that ? if so, how many customers did you investigate ? I know you do have any authority to investigate bad practices but you can find way to see it this practices are true or not ..
Complaint: ***
I am rejecting this response because:
Regards,*** *** **

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
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 the invoice that was turned over the *** was for a time period after the equipment was returnedFor some reason the account had been canceled, but the invoice was not creditedI have credited off the
invoice and notified our Collections Department to remove this account from *** and put on our Do No Call List
Please extend my apologies to *** ***The account is closed with a zero balanceThis will in no way impact her credit rating as this was not reported to the Credit Bureau
If 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 Resolutions Manager
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 have yet to receive an apology for their harassment and they are unfairly charging my daughter for an item left when no one was at residence. And if charging her the amtwasn't enough they continued to take money from her acctfor monitoring the service when it wasn't rec'd or activated
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:
I asked for a refund in full Services were billed on June for the period June - November Thank you for a partial refund, I find it very unfortunate to have to involve a third party when doing business with a company that is serving the most vulnerable
Regards,
*** ***

Dear *** ***,
In response to the complaint filed by *** ***, I have contacted *** *** and I believe that we have this issue resolved
The second unit was shipped even though *** *** called and canceledThis was an error on our part*** *** has contacted Federal Express
to pick up the package for return
I advised *** *** that once I see this equipment on its way back, she will receive a full refundI also extended my apologies
If there is anything further I can do, or if there are any additional questions, please do not hesitate to contact my office
Sincerely,
Barbara ** V** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,In response to the rejection filed by *** ***, please be advised that the refund has been issued back to the Credit Card we had on file for this account. *** *** should see that refund on Account Statement within a few days.As I explained to *** ***, my response was an error as I got his account mixed up with another customer's account that will not be receiving a refund. I apologize for the 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 ** V** ***Customer Resolutions ManagerConnect America/Medical Alert

Dear *** ***In response to the complaint filed by *** *** *** on behalf of the account for *** ***, please be advised that I spoke with *** *** yesterday, and I believe everything has been straightened out, the accounts are canceled and appropriate refunds have been issued.I
apologize for these issues and thank *** *** for being so pleasant to talk with. 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 had taken *** *** off Auto Debit due to the number of declined transactions we got while trying to debit her account. We attempted on several occasions to reach *** *** to no avail. We do
not stop auto debit unless we are unable to obtain the funds or are instructed to by the customer.The balance due on this account is $98.85. This is due and payable to Medical Alert. This amount represents March, May and June of 2016. If *** *** returns the equipment prior to the 15th of July, the July invoice will be credited. The equipment needs to be returned to: Medical Alert, Park Way, Broomall, PA 19008, Attention: Returns Department. She should obtain a tracking number and hold on to it until she can call in and speak with an Agent who will be able to run the tracking for the package. At that time, she will need to ask them to make the tracking number part of her file.If there are any additional questions, or if I can be of further assistance, please don't hesitate to contact my office.Sincerely,Barbara ** V** ***Customer Resolutions MangerConnect 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,
*** ***
I just checked my *** account and the credit has been issuedThank you so much for your service, I am sure that if it wasn't for Revdex.com the credit would not have been issuedThanks again,
*** ***

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 $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 officeSincerely,
Barbara JV** ***
Customer Resolutions Manager
Connect America/Medical Alert

Only have had safety checks of the equipment Fortunately, haven't needed actual assistance for crisis When I did do a safety check, personnel were always courteous and patient

I haven't had to use my medical alert, but I have had no problem I have a question though Is there a battery in my device and if so how do I know when it needs replacing?

Revdex.com:From: *** *** Date: Thu, Dec 17, at 2:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]" I received a check from Connect America on 12/17/ Thank you for your assistance in getting my refund
Regards,
*** ***

Dear *** ***,In response to the complaint filed by *** ***, for *** ***, please be advised that we have no record of receiving any of the equipment back in our Office. I did call *** *** yesterday and left a message that I would need the tracking number for the
return of the equipment in order to locate the equipment. I can neither cancel the account nor can I refund any money until I am in receipt of the tracking information.,I would like to get this resolved as much as *** *** would, but until I receive proof of the return, I am unable to do anything. If you have 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

Dear *** ***,
In response to the complaint filed by *** ***, I have checked this account and the Medical Alarm was never receivedThat is why the billing has continuedI am attaching a copy of the signed Agreement stating that the unit is billed until it is returnedIf *** *** has
any proof that we received the unit, that would be all I need to close this accountIf she is unable to provide that proof, I would have to deduct $for the Lost Unit Fee from any refund due
I am sorry that *** *** has had this issueOnce I hear from *** ***, I will have the account removed by *** and Collections ListsI am confused as to why anyone would tell her that we needed to hear from the Retirement HomeI can only believe that it was requested because we had not received the equipment
If there are any questions, or if I can be of additional assistance, please don't hesitate to contact my officeIf *** *** would like to speak to me, I can be reached at ###-###-####, Ext***She would have to leave me a message, but I will gladly return her call
Sincerely,
Barbara *V** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,In response to the rejection filed by *** ***, please be advised that after receiving this Rejection, I went back over the account. *** *** is absolutely correct. I contacted her directly and apologized for my error. The $was not an overpayment. It was the shortage that should have been included when the refund was done. The total refund should have been $and not $269.55. Sending the $made the total refund what it should have been originally.We also discussed the calls she made that were not returned. I have provided the Manager of that Department the information regarding this situation. I know that this is something that will be addressed.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