Connect America

Dear *** ***,In response to the complaint filed by *** ***, please be advised that we have not received the equipment *** *** said he returned. Had he called in regarding cancellation, he would have been given instructions on returning the equipment to include that he obtain a tracking
number. I am attaching his signed agreement that clearly states that the equipment is billed until it is returned. It also states that the cost of the equipment should be paid at the rate of $if the equipment is not received by Medical Alert. There is an open balance on the account of $247.12. If *** *** will pay this open balance, I will cancel that account. I will take that money as payment for the Lost Unit FeeI'm sorry that *** *** sent the equipment back without a tracking number, however, I don't believe that we should swallow the cost of the unit we didn't receive. 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

[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, *** ***

Dear ***,
In response to the complaint filed by ***, I listened to the sales callShe stated she received a brochure and wanted to learn more about the systemThe Repexplained everything to her, as she requested*** opted for the annual billing due to the free
month, free shipping and free buttonThat is why she was charged $She never mentioned that she wanted to be billed monthly to start with
The unit was received by her on March and returned to us on April Since it didn't fall within the time frame to get a full refund, a refund was issued for $However, I will refund the other $because the time frame from delivery to her and return to us was not a very long time at allThe refund of the $was processed on 5/8/14, and she should see it on her account in a couple of daysAs I stated, I will process the other $and that will be done today
I am sorry that when she called Customer Relations,the Agent gave her a hard time
about canceling and going with *** ***That shouldn't have happened
If there is anything further I can do, or if there are additional questions, please don't hesitate to contact my office
Sincerely,
*** ** *** ***
Customer Resolution Manager
Medical Alert

Dear *** ***,
We appreciate the feedback you’ve provided regarding your
experienceWe take these matters very
seriously as our first priority is to
always provide a great experience
After investigating your concern we found that the delay in
the shipment was due to inventory shortage, which was not relayed to the
specialists you initially spoke toWe apologize for the frustration this
caused for you and your loved one and are working diligently to develop
processes to ensure this will not happen againWhile we do offer 24/support
with the monitoring our device, our client service division is open from 9am-
9pm Monday through Friday and 9am to 5pm Saturday and SundayLastly, we also
took immediate corrective action in regards to the agent with whom you heard
use distasteful languageThis is certainly not the level of professionalism we
tolerate at Medical Guardian or ever want to subject our clients to
To resolve the situation we have processed a full refund to
the credit card as requestedWe will also be mailing a return label for you to
return the device at no cost
We sincerely value your feedback and regret any
inconvenience this has caused
Best Regards,
Jamille W***
Director of Accounts
###-###-####

Dear *** ***,
*** *** was billed for both units based on her possession of the unitsTwo different account numbers does not mean that she was double billedAs per our agreement the units are billed until they are received in our officeThis is explained to the customer as well as being on the agreement that is signed
I empathize with how she feels, however, our intent is not to take advantage of anyone
In light of the situation, I am willing to refund the $upon notification from you that *** *** has accepted this offer as complete resolution to this complaint and rejection
Sincerely,
Barbara *V** ***
Customer Resolutions Manager
*** ***/Connect America

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that his refund check was cut on Monday, July 6, This check was mailed as *** *** wanted it sent to a POBox and *** *** will not deliver to a POBox
I apologize for the delay and all ***
*** has gone throughIf there is anything further I can do or if there are additional questions, please don't hesitate to contact my office
Sincerely,
Barbara ** V** ***
Customer Resolutions Manager
Connect America/*** ***

Dear *** ***,In response to Mr***’s rejection. I am a little confused as my answer was that I canceled everything on the account and credited the balance. There were three pieces of equipment that weren’t returned. The lost unit fee for those pieces of equipment should have been as follows: A- $150, Mobile Alert - $350, and Medical Alert $which totals $850. We charged Mr*** $350. He paid $because he sent a check and we debited the account for $350. We refunded $back to the checking account and kept the check he sent in. I have no idea where Mr*** got the $figure from or why he thinks we owe him $25.00. I know he swears that all the equipment was returned. I can see how we may have misplaced one unit, but not all three. We did not receive them. The account still has a zero balance and we owe Mr*** nothing. I don’t know what else I can do. As I stated the account has been credited of all outstanding invoices and has been canceled in full. If you have any questions, of if there is anything further I can do, please don’t hesitate to contact my office. 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:Thank you for acknowledging that the unit was returned Service was paid for in advance and in full during the service year There is no obligation to continue monitoring service into 2015.My parent moved to assisted living in Oct2014, at which time Medical Alerts services where no longer required. Therefore upon return of the unit no additional amounts are duePlease close the account immediately
Regards,
*** ***

Dear *** ***,
In response to the rebuttal by *** ***, we spoke yesterday and I believe that we have come to an amicable agreementI offered a refund of $for and the $which was not refunded initiallyI also requested that these checks be sent overnight to *** *** for delivery today
If I can be of any further assistance, 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

[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, *** ***

From: *** *** Date: Sun, Nov 1, at 6:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] received the refund and am satisfied with the outcome thank youRegards*** ***

[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 meI recieved a check today in the overnight mail and the complaint is resolvedThank you for helping to mediate this complaint in a very timely manner.
Regards,
*** ***

Dear *** ***,
In response to the complaint filed by *** ***,
please be advised that the charge was $times monthsIf paid annually, the charge would be $329.45, which includes one month at no chargeThis was paid by *** ***The
unit didn't work for her, so we sent a
Cellular Medical Alert with a return label inside the box
to return the first unitWe billed *** ***
for the new unit at $monthlyThe original unit will be refunded in full upon receipt of that unitUpon receipt of the second unit, that refund will also be done
I am sorry *** *** didn't understand that since they are two entirely separate units at two different charges, we would charge for the second unitI am also sorry she feels what we did was horrible and unethicalIt wasn't, she had two
units and as of this date, neither one has been
returned
Please apologize to *** *** for the confusion
regarding the billingAlso, please let her know
that once the units are returned, we will refund
what has been paid
If you have any further questions, or if I can
be of any additional assistance, please don't hesitate to contact my office
Sincerely,
*** ** *** ***
Customer Resolution 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business, Connect America in reference to complaint ID ***, and find that this resolution is satisfactory to me. Thank you for your assistance in promptly resolving this matter.
Sincerely,
*** ***

Received a Robo call stating FREE for seniors from MEDICAL ALERT CO...turns out it was a scam..no free service and the operator, when questioned, said they were really Connect America

Dear *** ***
In response to the complaint filed for *** ***, please be advised, when our Collection Department sent out the collection letters, our system did not make a distinction between the people who owed money but returned their system and the people that owed money and didn't
return their systemOur IT Personnel are working on this issue now
However, *** *** does owe us from April through July in the amount of $for the unit returned July 27, Had the account been paid to date, *** *** would never have received a letterOnce this is paid, we will gladly close the account with a zero balance
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 Manager
Connect America/Medical Alert

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Contingent upon receipt of Barbara *V** ***'s direct phone number in the event my mother receives another bill I will accept the response. *** ***

Dear *** ***,In response to the complaint filed by *** * ***, please be advised that I have checked this account. At one point, there were two accounts in her name, one being a duplicate. I have check both accounts and they are canceled with a zero balance. I went a step
further and contacted our Collections Department and had them remove *** ***'s information from all of their lists and asked that she be put on the DNC List.I believe at the time of the initial cancellation, no one picked up the fact that there were two accounts in the system. I apologize for the problems encountered by *** *** and can assure her that this issue has been taken care of. If there are any problems in the future, she can contact me directly and I will gladly look into it. I don't believe there will be, but want her to have a contact person in the event she needs assistance.Sincerely,Barbara ** V** ***Customer Resolutions ManagerConnect America/Medical Alert###-###-####, Ext***

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that I was not made aware of this issue until yesterdayAt that time, I processed the refund myself and the check was sent over night *** *** DeliveryThe check is on the truck for delivery as of right
now
Please apologize to *** *** for meI am sorry this was not taken care of right awayThe information was in the system, and it would have only taken one of the Agents she spoke with to email our IT Team to push it through
If 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