Connect America

Have had to use times Immediate response of ambulation One negative - when notifying my emergence contacts, need to be able to tell them which hospital I'd been taken to This caused a lot of frustration for my family trying to find me and get update

Dear *** ***,In response to the complaint filed by *** * ***, please be advised that her Mother's billing for her Medical Alert has been straightened out. I spoke to *** *** today to let her know that it has been taken care of, and to apologize for the issues she
encountered. The account now has a zero balance.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 ManagerConnect 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. I finally received the refund check todayThanks for all your help
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:
Dear *** ***, Unfortunately, the response received from Barbara ** A*** from Connect America does not satisfy our complaint in full. There are still many discrepancies and I feel we are entitled to clear and concise explanations as well as a further refundThere is a clear discrepancy between the amounts *** *** was charged from his account and the amount Connect America states was charged.I have requested an itemized statement from Connect America and yet have still not been provided with any documentation, including a contract.There was never any information provided informing my step-father of a “three month minimum.”There was never any information provided regarding charging him for the return of the units or that “shipping charges are not refundable," this information should clearly be stated to customers prior to any commitment Deductions from *** ***’s account:June 1st, $39.45June 11th, $34.95June 17th, $34.95July 3rd, $99.85(First, in the response it shows the complete total as $199.70, but the total actually equals $a difference of $10.00) Refunds received from Connect America:July 12th, $64.90August 14, $34.95September 25, Check *** in the amount of $29.95(Total of $129.80)$paid (-) $refunded = $actually charged and that America Connect is “keeping,” not the stated $69.90.We are still requesting an itemized statement as well as a contract that was signed, specifically detailing where it was agreed by *** *** to accept being charged a “three month minimum” and detailing your no refund policy regarding shipping and returnsI feel $for less than a month of service is ridiculous and ask that only the actual dates of service be prorated and charged and the remainder to be refunded, as we were informed we could not cancel until the units were received. Furthermore, we are sincerely disappointed in the service received as it has taken over a month and a half, hours of our personal time, speaking with multiple customer service agents such as Jason (6/23), Todd (7/1), Cory (7/2), Peter (7/9), Atarah and Joanne (7/15), Rasheeta (8/4), Terrace and Vincent (8/26), and Elisie (9/14) all of which to simply return a product (used less than a month) and service a customer was unhappy with, to stop the multiple payments being charged, and to attempt to have my step-father’s money returned. Lastly, I am very disturbed in the lack of integrity Connect America has shown and has been irrefutably proven in our brief history with this company. Your organization proclaims to produce a product and service meant to help and support a community of vulnerable individuals, but in fact has manipulated a simple process into a complicated and frustrating maze. Sincerely,*** ***On behalf of *** ***

Dear *** ***,
In response to the complaint filed on behalf of *** ***, please be advised that *** *** is entitled to an additional $refund charged in JulyThe Mobile Alert was plugged in and usedThat being the case, *** *** actually owed the three month minimum
However, we are not charging the third month, we are just keeping the two months he paid or $Shipping charges are not refundable
The breakdown is as follows:
June Payments:
PERS (Jack Unit)-
CBS (Cellular Unit) -
Mobile Alert -
July Payments:
PERS (Jack Unit) -
CBS (Cellular Unit) -
Mobile Alert -
The total of these payments is $We refunded *** *** is entitled to an additional $for the PERS Unit since it was not the correct unit initiallyThe total refund *** *** will have received, including the $being refunded this writing via check, is $
I hope this will clear up any misunderstanding
If there is anything further I can do, or if there are additional questions, please do not hesitate to contact my office
Sincerely,
Barbara *V** ***
Customer Resolutions Manager
Connect America/*** ***

Always answer when alerted, even if it's a mistake Friendly, helpful and concerned for my well being Good company to be involved with

From: Revdex.com of Metro Washington DCDate: Tue, Jun 27, at 10:AMSubject: Fwd: Complaint ***To: *** *** Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: * *** *** Date: Tue, Jun 27, at 10:AMSubject: Complaint ***To: [email protected] resolved to my satisfaction EXCEPT for the redunf going to a no-longer-extant account card.Card ending in *** was lost and ** *** replaced it with a new number. So I prefer a check to be mailedto me.*** *** *** *** ** *** *** ***Hemet CA ***

Dear Ms***,In response to the complaint filed by Ms***, please be advised that the agreement for the debit date was for the 12th of the month, not the 14th. I had the call pulled when the Auto Debit was set up with one of our Agents. Ms*** and our Agent jointly set it up for
the 12th of the month. All payments from that date forward have been taken out the 12th or the 13th of the month. The debit date absolutely depends on when the batch is sent to our processorI am attaching that recording in the event that you or Ms*** would like to listen to it.I am sorry that Ms*** has some overdraft fees attached to her account, but since the equipment was received on the 12th and the debit was processed on the 12th, there was no way we would have been able to prevent the debit from going through. Since her debits are done through her debit card, the only thing that should have happened was that the bank should have declined the debit. I know my bank does that and the only time they issue an overdraft charge is when there is a direct ach debit to my checking account (which I would have had to provide my checking account information)When we debit an account through a debit/credit card, there should be no overdraft fees. Had there been no money in the account when we processed the debit, we wouldn't have received payment. If it had been declined, we probably would have tried again, but not for several days. Ms*** indicated that we tried to debit the account again immediately. We didn't, and there would have been no reason to debit the account a second time when we received the payment on the first debit.I have no problem issuing a refund for the December payment, but there will be no refund for the overdraft fees. If there are any questions or if I can be of additional assistance, 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 *** ***, I called her today to assist in straightening out the account. I am sure that it is straightened out and the balance on the account is now zero due to the payment made today by *** ***.I apologized to her as this account
should have been taken care of during her first conversation with the Customer Care Department. She had many reasons to be upset. This should not have happened. However, I provided her with my direct phone number should she have any further issues.If there is anything further I can do, please don't hesitate to contact my office.Sincerely,Barbara ** V** ***Customer Resolutions ManagerConnect America/Medical Alert

From: *** Date: Thu, Aug 6, at 8: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 have received my refund.Thank you so much for your help

Dear *** ***,In response to the complaint filed by *** ***, please be advised that we do not have the equipment logged in as received. However, that being said, I noticed that we did send a return label with the tracking number recorded in our system. However, we were unable to
track the return and as I stated previously, the unit was never logged in as returned. Since the equipment is billed until it is received, that is why the billing continued. I believe that the number was probably entered into the system incorrectly and that is why we were unable to track it. It is far too late to do anything about this problem at this point.Please apologize to *** *** and her family. I will take care to get this account canceled and the balance credited. I am sorry this happened. 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 ManagerMedical 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 Estate.Regards,
*** ***

***@***.net1:PM (minutes ago)to me Barbara from Medic Alert called me today and we have resolved the problem Please indict that their explanation is accepted

Dear *** ***,
In response to the complaint filed by *** ***'s daughter, please be advised that a refund for $was processed todayThe refund will be issued in a check and I have requested it be sent overnightIf the check is not cut today, it will be cut tomorrow and sent
overnight
I don't know why this wasn't processed, it certainly should have been doneI apologize for the delayIf 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 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 paid the December charge It was debited from my checking account I have a copy of that statement They have blamed every error on their part as a result of a "new" employee I suggest they train their new employees better I was also told that they didn't receive the unit I returned by a "new" employee This action has caused me a lot of anguish and stress I am also out the bank charge for overdrawing my checking account They continued to bill me for the December payment Their so called crediting my account to a zero balance was a bunch of stuff I don't mean stuff but improper language would not be in order
Regards,
*** ***

[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 issued.Thanks again,*** ***

Dear *** ***,
In response to the complaint filed by *** ***, I called her this morningSince the unit is still in *** ***'s possession, I emailed her a return label
Once the unit is returned, I will credit the balance on the account and have it closed
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 *** ***,
I called and spoke to herWe discussed the problem with getting through to the Billing DepartmentI advised her that on Monday, they had 3,calls, which was many more than normally receivedSuggested she call on a
Thursday or Friday when call volume is lower
We also discussed calling me directly if she can't get through to the proper Department when she needs toShe has my phone number from the
initial call I made
If I can be of any further 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 that I spoke to *** ***. I called *** *** thinking they were in West Virginia as is our customer. However, I woke *** *** up. I apologized for that. I also apologized for
the problems they have had in closing this account. I gave *** *** my phone number should there be any further issues. I checked with the Collections Department and have been assured that there will be no further contact with the Customer.I told *** *** that the account is now closed with a zero balance. Again, I am so sorry this issue occurred. If there is anything else 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

*** *** - *** Dear MsOrtiz,In response to the complaint filed by Ms***, please be advised that I have requested the Fall Detection Pendant and charges be canceled. I have also credited the outstanding balance. We do not have this part marked as received,
however, since Mr*** is now deceased, I see no reason to pursue payment for this item.If there is anything further I can do, or if you have any additional questions, please don't hesitate to contact my office.Sincerely,Barbara JV** ***Customer Resolutions ManagerConnect America/Medical Alert