Connect America

Dear [redacted] ***, In response to the complaint filed by [redacted] , please be advised that I have processed a refund for the money that was debited and shouldn't have beenThis was an error on the Agent's part I also offered to pay the overdraft fee incurred by [redacted] , but advised him that I would need something from the bank showing we caused that feeThis is needed for the Finance Department so they have bafor a check they would write [redacted] told me that he doesn't want to be bothered with us anymore and to just issue the refundI am sorry he is out the overdraft money, but without baFinance will not cut a check If there is anything further I can do, or if there are any questions, please don't hesitate to contact my office Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager Connect America/Connect America

Dear ** [redacted] , In response to the complaint filed by Jody Sellers, please be advised that she is absolutely correctAccording to USPS tracking the Medical Alarm was received back to our office on April 21, at 10:a.mI have no idea why it was not logged in, but I have sent an email to Cancellations to cancel this account immediately The refund will be $for May, June & July**& *** [redacted] agreed to a three month minimum., which would have been for Feb., Mar., and April*** [redacted] returned the signed Monitoring Agreement, which I am attaching I want to apologize for the way [redacted] was treatedThere is no excuse for thatAs a customer service company, her experience should have been pleasantI will listen to the telephone calls, and appropriate action will be taken If I can be of any further assistance, or if there are additional questions, please don't hesitate to contact my office

[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 [redacted] , and find that this resolution is satisfactory to me No charges were made from my mother's bank account and they agreed to cancel her order Regards, [redacted]

Dear [redacted] ***, In response to the complaint filed by [redacted] , please be advised that I spoke to her this morningI advised her that I have put the account through for cancellation and have written off the balance I apologized for the problems she encountered in getting this account canceledIt is hard enough losing a parent without all the extra hassle she has been through 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 [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear [redacted] ***,In response to the complaint filed by [redacted] , please be advised that her Mother's billing for her Medical Alert has been straightened out I spoke to [redacted] 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 [redacted] ***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: [redacted] I am rejecting this response because: The elderly person was not and is not in residence and is not now and will not be in residence for a whileDuring the time service was provided there was a weekly call from the service to the userThis could not have happenedThe phone has been disconnectedAgain, they have my name since originally I paid for the equipment and the service, but NEVER was this equipment sent to my home and NEVER didI receive this serviceNow I made the hour trek to get the equipment from the location of service and return itIt was unplugged from a dead phone and in a boxImpossible that they provided any service Regards, Debra Horton

Fortunately, I have no medical incidents on my alert system during However, each time I have had to contact them, my questions were answered and, I was advised, in a polite and professional way, that my system was there for me Medical Alert is the most important reason that I can be safe in my home, or wherever I choose to go Thank you

Dear [redacted] ***, In response to the complaint filed by [redacted] ***, please be advised that I have looked into this matterFirst of all, we did receive the Medical Alarm on July 11, Secondly, I have had a refund for $issuedThis refund represents three monthly monitoring fees and the charge for the lost unit feeSome of the money will appear as a credit on the credit card and some of the money will appear as a credit on the checking account It took me some time to locate the unitThe reason is that the unit had a different number than what we had on the customer's accountIt was correct in the Central Station, and that is where I had to look to locate the Medical Alarm Please let [redacted] know that I am very sorry she was put through this mess due to a typo on our partIf there is anything further I can do, or should there be any questions, please do not hesitate to contact my office Sincerely, Barbara *V [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear [redacted] ***, In response to the complaint filed by [redacted] ***, please be advised that I have checked into this account thoroughlyWhat we have decided to do is put a refund through to the credit card for the paymentWe will consider the payment as payment for the lost unit fee We have also had the account canceled in full I am sorry that this became and issue and it is my hope that this will resolve this complaintIf there is anything further I can do, or if there are any additional questions, please don't hesitate to contact my office Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear [redacted] ***.In response to the rejection from [redacted] ***, please be advised that there was a suspension of service for December and January I am the person who spoke to [redacted] and did the suspension I have attached my note from the system As far as the Gift Card is concerned, the complaint filed stated it was a $gift card I am not quite sure how the amount jumped from $to $between the complaint and the rejection.If [redacted] can provide a bank statement showing more double billings than I mentioned in the Complaint Answer, I will gladly investigate it As I said she was billed a total of $and we credited $ This made the total payments to Medical Alert $ Actual billing would have been $399.50.I have addressed every issue [redacted] mentioned in her complaint and she is still not satisfied There is nothing more I can do We are not thieves or liars as she indicates Again, I will apologize for the double billing, but all duplicate billings were refunded.If I can be of any further assistance, please don't hesitate to contact my office.Sincerely,Barbara [redacted] V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

My mother had medical alert equipment rented from this company for three yrs She became bed ridden so we mailed the equipment back on May 1st She had paid for a yrin advance Mom has now passed and I am waiting for a refund It has been days Every time I call I get a different answerThey owe us $

[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 [redacted] , and find that this resolution is satisfactory to me While this action will take care of the immediate problem, I want assurance there will not be a recurring charge a year from now and that my mother's info has been purged from their files Regards, [redacted]

In response to the complaint filed by [redacted] 's daughter, please be advised that I called [redacted] and advised that I listened to the recording and she was never told of a full refund if she returned the unitI am also attaching the advertisement she answeredThere is no mention of a full refund on that advertisement either.When I spoke to [redacted] on May 21, 2015, advised her that the refund less the three month minimum had already been issued on May via a check in the amount of $on our check number ***At the time I spoke with her I told her in order to make her happy, I would issue a refund for the balance of $That refund was issued, as promised on May 21, on our check number ***, Had [redacted] 's daughter provided a telephone number where she could have been reached, I would have contacted her insteadI am providing a copy of the Advertisement and the sales callIn the sales call, you will note that [redacted] is told about the day minimum and is also advised that if she returns it she would be refunded less that minimumIf there is anything further I can do, or should you have any questions, please don't hesitate to contact my officeSincerely, Barbara V Customer Resolutions Manager 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: From: Pat < [redacted] @ [redacted] .net>Date: Mon, Jan 23, at 3:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com Hi,This complaint was resolved satisfactorily once the company received this complaintPlease mark your records accordingly.Thank you, [redacted] Sent from my *** Regards, [redacted]

Dear [redacted] ***, In response to the complaint filed by [redacted] ***, please be advised that a refund on check # [redacted] was mailedHowever, it is marked void in our system so I believe that payment was stopped on this check due to it not being receivedA new check # [redacted] was issued and mailed on December 9, I hope that this will resolve this complaintIf [redacted] has not yet received her refund, please ask her to contact meShe can call me at ###-###-####, Ext*** If you have any questions, or if I can be of additional assistance, please don't hesitate to contact my office Sincerely, Barbara *V [redacted] 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 [redacted] , and find that this resolution is satisfactory to me I will be checking my credit card to see that I have received the refund as stated If I do then all is well! Regards, [redacted]

Dear [redacted] ***, As stated in my answer to the complaint, everything has been refunded to this accountThe $was for the $plus $for the month of SeptemberThe total refund reflects $plus twiceThe total refund was I am not sure what [redacted] didn't understand in the answer to the complaint, but her grandmother was charged only once for the lost unit fee I am sorry if my initial answer was confusing, but all money paid has been refunded and the account is now closed with a zero balance If there is anything further I can do, please don't hesitate to contact my office Sincerely, Barbara *V [redacted] 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 [redacted] , and find that this resolution is satisfactory to me, if a check is sent out promptly Regards, [redacted]

Dear [redacted] ***,In response to the complaint filed by [redacted] , please be advised that I have contacted her and apologized for her issues I don't believe that there was anything I could have said to ease her anger She indicated she called me but was unable to get through to my extension which she said has changed My extension has been the same extension since I arrived at Medical Alert.Again, I apologize for the issues she encountered and have emailed her a return label for the equipment I also advised that once the equipment is received, I will proceed to process a refund.If you have any further questions or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara [redacted] V [redacted] ***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 [redacted] , and find that this resolution is satisfactory to me However, in reading other similar complaints and considering it took a multitude of very lengthy phone calls over a period of months to even get the $319; and then a complaint to the Revdex.com to get the rest of the money due, I still feel that this is more a mode of operation and not a series of coincidental mishapsI must admit they were very quick to respond and resolve the matter once the complaint was filed, but I'm sure that was just to protect their A+ rating so more people do business with themSorry to be so skeptical, but nothing about this feels right, and I just don't see how so many customer service representatives could tell us the same thing on each phone call ("the transfer has been expedited and will be in your account by next Friday") if they weren't instructed to do soI think the company just hopes people will forget and/or just give up trying to get their money backSomehow they managed to take the money out of my account as soon as I ordered the equipment for a free day trial, but had excuse after excuse as to why it took months to put back Again, that's just my opinion following an extremely difficult process just to get my money refunded for a product that was never usedBut I they did end up refunding my money in full and so I am happy with the end result Regards, [redacted]