Connect America

[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 want to thank you for your efforts and I know you guys will keep an eye on this business, I have an unverified feeling they are doing this to other senior citizensthanks again

Dear *** ***,In response to the complaint filed by *** *** * ***, please be advised that I called *** *** today. There was an issue with the refund she received. I corrected the problem so she received her full refundI apologized to *** *** for this problem. I believe
that this complaint has been resolved.If I can be of any additional assistance, 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 *** ***, Susan called her and apologized for the problem she incurred. She offered to send her out the unit she requested, but *** *** felt that she didn't want it anymore. She was not comfortable with the issues she encountered
while trying to swap out the equipment.We have advised *** *** that once we receive the equipment back, we will issue a refund immediately. 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 Ms***,In response to the complaint filed by Ms***, please be advised that we do not have record of receiving the Medical Alarm equipment. However, I credited the balance on the account and have requested that Collections remove her account from all lists.This should resolve
this problem. Please apologize to Ms*** for the calls, however, since there was no record of the return, the account had not been canceled and billing had continued. If there are any further 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 *** ***'s rejection, unfortunately, the day that I answered this complaint I had already refunded back to the credit card we have on file. When I received this rebuttal, I tried to reverse the credit, however, it was declined as invalid card number. I am not quite sure why the credit card company would accept a credit but not a debit. If the card was reissued by the same bank, they should transfer the credit to the new card. I am attaching the Authorization Form so that *** *** can contact the bank. The Trace ID is actually the Transaction ID. If he gives that to the bank, they will be able to find the credit. I do suggest that when he contacts the bank that he should speak to someone in the Credit/Debit Card Department.Had I known about the change I certainly would have handled the refund differently. 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

[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: While I am happy that the company is refunding the overcharge but THE COMPANY CONTINUES TO ALLEGE THAT MY MOTHER DID NOT RETURN ITS EQUIPMENT. The equipment was returned (paid by the company) via *** for free delivery (no charge to the customer). The equipment was returned at the *** store at *** ** *** **, MORROW, GA 30260 at 2:00:16PM on OCTOBER 7, 2015. The following information is from the *** receipt.LOCATION: ***DEVICE ID: *** - ***EMPLOYEE: *** ** GROUND PACKAGE DROPPED OFF: ***IF the company did not receive its equipment, it is a matter between the company and *** its chosen carrier. We returned the equipment as instructed by their representative COREY who we spoke with on OCTOBER 7, at 1:04pm
Regards,
*** ***

Dear *** ***,
In response to the complaint filed by *** ***,
she agreed to a three month minimum for use of the Medical AlarmShe signed our Monitoring Agreement which clearly states that she was responsible for the first three months and that money is non-refundableWe were gracious
enough to allow her to pay monthly because that made things easier for *** *** financially
I could hold her to the letter of the Agreement, and would be absolutely correct in doing soHowever, I feel that we should refund the two monthsIf she had a financial hardship paying for three months at one time, then maybe these two payments caused a hardship for herShe threatened to contact the Revdex.com because she was told she wouldn't get a refund, not once but five timesHowever,I am not refunding because she contacted you, I am refunding because I feel that is what I should do
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

Very quick when answering calls for help and thoughtful Always made sure everything was alright and I didn't need any thing before hanging up with me

[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 however, they said in there response that they refunded the amount into my *** on Sept but it wasn't actually received until Sept I wonder as to the actual date that it was reimbursed.
Regards,
*** ***

Dear *** ***,In response to the complaint filed by *** ***, please be advised that I spoke to *** *** today. I have canceled the account and issued a refund back to her Amex Card todayI apologized for this issue. *** *** was concerned that I wouldn't keep my word due to past
experience, but I did assure her I would do exactly what I promised. The account is canceled and the refund has been issued. I apologize for these problems, and I have kept my promise.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 *** ***,After reviewing the complaint, I checked the account and determined that *** *** was correctMy associate called her and advised that we will be processing a refund back to her credit card. The credits have been issued.I wish to express my deepest apologies to *** *** for
this ordealIf there is anything further I can do, or should you have any additional questions, please don't hesitate to contact my office.Sincerely,Barbara ** V** ***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 unitI am not responsible for my sonHe told me there was no orderThere is no signature on the orderI will file with the Attorney General Today
Regards,
*** ***

Dear Ms***,In response to *** ***'s complaint, please be advised that I have canceled this account and credited the balance. I have notified Collections to stop calling, mailing and emailing the ***'s and Mr***.This account should have been put through for cancellation
upon receipt of the phone call requesting cancellation. Unfortunately, during an upgrade of our system, all *** Tags were removed in error. I have our IT Deptlooking into this issue as of this writing. Had the Tag still been on the account, it would have been easy for the Agent to see that and put in a case for CancellationThis is not our policy for our customers and without that note, I am afraid that the Agent's handled this account incorrectly.Please apologize for the company and myself for these issuesMS *** can be assured that these calls will cease. It takes hours to remove everything from the Collections Queue, but after that date, there should be no further contact from us. If there are any further issues, I have listed my telephone number below so that the ***s' can contact me directly.Sincerely,Barbara ** *** A***Customer Resolutions ManagerMedical Alert*** *** ***

Dear *** ***,In response to complaint file by ***, from our records we did not receive the equipment back, however, since *** *** *** has been such a good customer since 2012, I have place a refund on her credit card account in the amount of $to cover the double charges.
In reference to your comments in the complaint, please be advised, per our agreement all equipment is billed until the equipment is returned. Since we had no record of receiving the equipment, we continued to bill your mother. *** *** *** was advised in February of that we had not received the original equipment backAt that point, *** stated she would call us back. We never heard from her againThe refund has been processed back to her credit card.If *** *** wishes to cancel the account in full, she must return the equipment she is now using The equipment must be returned using a carrier that provides a Tracking Number. Please return therented equipment to Medical Alert, *** *** ***, Broomall PA ***. Please call my phone * *** *** *** Ext***, leave a message with the customer name, address and phone, also provide the tracking number and carrier name, so I may cancel the account as soon as the unit is received.If you have any questions or if there is anything further I can do, please contact my office.Sincerely,Susan B***Customer Resolution SpecialistConnect America/Medical Alert

Dear Ms***,
In response to the complaint filed by Ms***, please be advised that Ms*** has had our equipment since August, The equipment Ms*** had was rented equipmentShe was advised at the time of the sale that she would need to keep the equipment for three months
and then could return at any time after that for a full refund of unused monitoring after the three month periodShe indicated she dealt with other companies who didn't keep her money when she returned the goodsHowever, I am sure those goods were not rented
I listened to the telephone call between Ms*** and Sean W***MrW*** was very professional and extremely nice to Ms***Ms*** was not happy with what MrW*** told her so she yelled at him and said that she was contacting the Revdex.com, *** ***, etc
I understand that Ms*** was out of town for five family funerals, but in between those times when she was home, she could have sent the equipment backShe didn't do that
In order to resolve this complaint, I am willing to credit off the outstanding invoice and refund $to Ms***What Ms*** doesn't understand is that the information she provided was entered into the Central Station at which time we began being charged
I am sorry that Ms*** has had issues regarding a refundIn addition, she has my heartfelt sympathies for losing so many family members in such a short period timeIt must have been a nightmare
If there is anything further I can do, or if you have any questions, please don't hesitate to contact my office
Sincerely,
Barbara JV** ***
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:
It appears Ms*** is very busy, and wasn’t
able to read my complete complaint of April 10, 2016. The person whose phone number she should be
looking for is Deena B***, Marketing Associate for ** *** *** Retirement
Community and her number is ###-###-####.
Her call was made in mid-January to Connect America. A Connect America representative told me in
early January that they HAD to have someone from ** *** *** call them
in order to end the Contract. The
representative told me that my own request was insufficient. Ms*** may assert that no such direction
should have been given, but I assure you, I would have not jumped through such
hoops had Connect America not ordered me to do so. I also have a copy of a FAX from the same
Deena B*** to Connect America requesting cessation of the contract, which Ms
*** also ignored; this fax is hard copy proof that a request to end service
was made on Jan10, 2014. Had I a means
by which I could send that copy to Ms***, I surely would
Regarding the mailing of the equipment back to Connect
America, I am dumbstruck that it is incumbent upon the client to document the
mailing of the equipment, rather than upon the company to verify its
receipt. From the many on-line
complaints I have read about Connect America, they are seriously disorganized
and have gross voids in their internal administrative communications. I assure you I have no need for three year
old Medical Alert equipment. I swear on
a Bible, that I received packing material from Connect America, that I boxed it
up, and mailed it to Connect America via the USPS in January 2014. I feel sorry for the “bad position” that
Connect America may find themselves in when others are careless or worse in dealing
with them. But I assure you that Ms
*** has no idea of how “bad a position” she places a year old woman,
when Ms*** arbitrarily and without notice sends a claimed debt to a
Collection Agency
Since we can prove notice to Connect America on January 10,
2014, and since we made best effort to depend upon the USPS and upon the veracity and
sound organization of Connect America for receipt of shipped equipment, I still
claim that a refund for all charges following January are due
Regards,
*** ***

I live alone and have been with this service for the past years but never actually had to rely on it for helpThat is, until March 2015, when I became ill and slide off the bed onto the floorThe next thing I remember is, the EMT's entering the room If I wasn't wearing my Medical Alert button, I don't know how long I would have laid on the floor

Dear *** ***,
I have read *** ***'s response and will not
respond to someone who is being so unreasonableI explained that we would do the refund she requested and,I apologized
WE DO NOT RIP ANYONE OFFIf we did, there would be no refund nor return label
I am quite sure the Revdex.com would not condone you encouraging people to make death threats to obtain what they want
Sincerely, *** ** *** ***
Medical Alert

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that *** *** owes Medical Alert $As late as January 22, 2016, one of our Agents spoke to *** ***'s daughter who was going to look into the fact that two payments were never made
There was
never any proof sent to us that she paid us a total of $189.75, which was the total of the billingsThe total money she paid for all billings was $If she can send us copies of all the canceled checks that would total the $189.75, we will gladly make sure the account is closed with a zero balanceTo date, no proof has been received
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

[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. Medic Alert has refunded the quarterly payment taken out of my checking account for I also received the gift card they promised This takes care of all my issuesThanks so much for your help
Regards,
*** ***