Connect America

[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 returned a new message with Barbara telling her of my phone problem and have left my internet phone number to callWhat I don't believe is her saying that the equipment was not received because I sent it back right away in the exact same condition it was sent to me it had the original plastic wrap still on it so I don't know what to expect from this company now that she is saying they have not received itI don't have a tracking number at this timebut I will go thru my bank records to see what day I sent it on using ***I call medi-alert again and left a message to call backI am experiencing phone problems and have left my internet phone number ###-###-#### to call instead
Regards,
*** ***
This is the tracking number of the Medi-Alert machine I returned to Connect America on 10/19/*** ***It was returned to them in the same condition that I received it from them, plastic wrap and allThe online transaction date is 10/13/2015.Sincerely;*** ***

[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 *** ***,
Upon receipt of the complaint filed by *** *** I immediately went to the Programming Department to find out if this is an issue with these buttonsThey showed me the button type that *** *** was referring toIn order to release the button from the wrist or neck
frame they are in, a small screw driver needs to be usedThey are quite difficult to take out of the frame
I believe *** *** got a button that was not up to standard for some reason or anotherWe did send her a new button of the same configurationHowever, that button was checked and it is not possible for the button to just pop out of the frameIn order to move the button from a wrist frame to a pendant frame, a small screw driver or finger nail file must be used in the pry holes to get the button outIf it is moved from one frame to the other, the button must be pushed into the new frame until it clicks
I am sorry *** *** feels that the equipment if faulty, but I can assure you and her that the equipment is not faultyThere may have been an issue with the initial button *** *** received, but I am sure the new button is up to quality standardsI called *** *** yesterday to go over this information, but had to leave a message for a return call
If there is anything further I can do, or should you have any questions, please don't hesitate to contact my office
Sincerely,
Barbara V** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,
In response to *** ***'s complaint, please be advised that I processed a refund for $back to the checking account on fileThis refund represents the three months monitoring less the shipping chargeShipping is not refundable
Please apologize to *** *** for me
The refund should have been issued based on the fact that the unit didn't work due to cell service coverage issues
If there is anything further I can do, or should there be any questions, please do not hesitate to contact my office
Sincerely,
Barbara *V** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear ***,
In response to the complaint filed by ***,
she was well aware that the charges would be debited from her accountThat is one thing that is resolved when taking the order for the units
*** has not returned the second unitWe did receive the first one back,
and as with all of
our equipment, it is billed until it is received in the officeIf *** has a tracking number for the second unit, if she provides it, I will gladly track it
I understand that she didn't sign the contracts, however, had she plugged in one of the units and pressed the button, we would have responded, signed contract or no signed contractIt makes me wonder how she would feel if there was no response in time of need because there is no signed contract
I am willing to work with ***, but she has had the first unit since October and the second unit since early FebruaryShe will need to contact my office once we have the second unit back and I will agree to negotiate 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,
*** ** *** ***
Customer Resolution Manager
Medical Alert

Dear *** ***,In response to the rejection by *** ***, please be advised that *** *** paid Connect America/Medical Alert on her *** $439.89. That is exactly what was refunded back to her *** on September 1, 2016, we kept nothing. We called *** *** on August and left her a message to return our call. She did not call back, or she would have known that we were not keeping any moneyWe did try to put the order through for the unit *** *** requested and both times it was rejected. I am not quite sure why.*** *** is correct and it was not her fault. That is why we did refund the entire amount. I am sorry if there was a misunderstanding, but we did refund exactly what was paid. 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 ManagerConnect America/Medical Alert

Dear *** ***,In response to the complaint filed by *** ***, 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 ** V** ***Customer Resolutions ManagerConnect America/Medical Alert

Dear *** ***,
In response to the complaint filed by *** *** on behalf of *** ***, please find the attached copy of the Medical ID Card provided to *** *** on 5/22/We would have none of this information if *** *** had not applied for the *** *** ID CardThe
information has never been updated, but I assure you the card was sent to *** ***Since we didn't receive the card back from *** ***, we continued to bill for the service
I will cancel this service for *** *** effective todayI am sorry that *** *** had to go this far to have this taken care ofBoth times she requested cancellation, the Agent did exactly what they were supposed to do, but the person they sent the request to dropped the ball
I will make sure that the account is credited the $and the account is canceled
Since we have several offices, it wouldn't be out of the question to get an invoice from two separate locationsThe initial invoice comes from our Main OfficeThe second invoice came from our Collections Department which is at another address
If I can be of any additional assistance, or should you have any further questions, please don't hesitate to contact my office
Sincerely,
Barbara *V** ***
Customer Resolution Manager
*** ***

Dear *** ***,
In response to the rejection of my answer by *** ***, please be advised that I will refund the two months in an effort to resolve this ComplaintHowever, we reduced the rate in order to retain *** *** as a customerThere really isn't a lot of flexibility in our pricingWe do whatever we have to do to make the customer's financial burden easier
I do not understand what happened with the unit, and I see a note that Technical Support was working on it, but there was no further informationI also don't understand why a replacement unit wasn't sent outAs I said, I don't know what went wrong with *** ***'s equipment and I am sorry she had an issue
The total of the refund is $and will be processed back to the credit card on fileShe should be able to see the credit in the next few days
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 ** V** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear Ms***,
In response to the complaint filed by Ms***, please extend my sympathies for the loss of Ms***Also, please apologize for the debit that was taken in JulyThe Cancellation Department missed canceling this account and that is why the debit was taken
Please let
Ms*** know that until the unit is returned, the account cannot be canceledThis is stated in the Agreement Ms*** signedThat is why the account was not canceled when she called in
I have put through a request for a refund of $for the Month of June and the $debited in JulyShe should see those refunds shortly
Again, please apologize to Ms*** for meIf 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** A***
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: several requests were made to cancel this service with no mention of additional devices . I was able to locate this device and will now return it to the company. However, the future billing for March through May of $should be credited. In the future, written correspondence detailing how to cancel services should be provided. Since we notified the company and were no longer using services, all billing since October should also be credited, including late feesPlease send return instructions and mailing label and note that device was located and unplugged as of 3/14/16.Regards,
*** ***

Dear *** ***,
In response to the complaint filed by *** ** on behalf of *** **, please be advised that there was an invoice on the account that wasn't creditedThis invoice should have never been createdWe do have the account as canceled and it now shows a zero balance
Please extend
my apologies to *** **This should not have happenedI emailed our Collections Department and asked that they remove *** **'s account from the Collections List and Dialer
*** ** can consider this answer as the statement of cancellation*** ** can contact me at ###-###-####, Ext*** if I can be of any further assistance
Sincerely,
Barbara *V** ***
Customer Resolutions Manger
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. I sincerely appreciate everyone's help in getting this matter resolved
Regards,
*** ***

Dear *** ***,
In response to the complaint filed by *** ***, please let him know that a refund has been issued for back to his credit card for the February paymentI have also processed a refund for the initial $paymentThat will be issued in a check and sent out
tomorrow
There was one charge that was disputed, and per *** Card rules, we cannot do anything with that refund until after the dispute has been closed daysI spoke to our Dispute Department and they assure me that they will process a refund once the days has passed
As far as the return shipping, I have no problem reimbursing *** *** for that, but I will have to have a receipt showing that payment
I am sorry that *** *** feels he was deceivedI am sure it was really a misunderstandingWe do call back-ups when we receive an alarm from the customer, but we also call the EMS service if there is no response from the customerHowever, I am unable to pull that recording so, in good conscious, I have to settle on the side of the customer
Please express my apologies to *** *** and let him know that if he has any further issues, he can contact me at *** *** ***
Sincerely,
Barbara JV** A*** 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,
*** ***

Dear ***,
I am totally confused with this rejectionI called *** and advised him that we had *** *** reroute this unit back to us
A label was emailed to him, but it wasn't needed since we were able to get the unit turned around
The refund was issued for $on April 11, based on the fact that the unit was on its way back to us
I don't believe that we needed to do anything further since this account is now closed with a zero balance
If I can be of additional assistance, or should you have any further questions, please do not hesitate to contact my office
Sincerely,
*** ** *** ***
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 *** *** on behalf of her Father, *** ***, please be advised that Susan called *** regarding this issue. *** said that she disputed the ACH payment through her bank, and those funds were credited back to her account. We
researched the check that had been sent and found that it was posted to the wrong account. Since the equipment had been received on 8/26/16, we are refunding a total of $back to *** ***.If you have any further questions, or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara ** V** ***Customer Resolutions ManagerMedical Alert

Dear Ms***,
In response to the complaint filed by Mr***, please be advised that he was receiving a bill for January, for $29.95. We received the unit on January 19, 2016. Since the unit was received after our cutoff date of January 15, 2016, that is
why he is being billed. I have credited the account for the $and emailed our Collections Department to remove Mr***'s name from their collection lists and to send no further correspondence. If there is anything further I can do or if there are additional questions, please don't hesitate to contact my officeSincerely,
Barbara JV** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,In response to this complaint, I spoke to *** *** this morning. I apologized for the problems she has encountered. I have emailed her a return label and she will see that someone that lives near her Mother will take care of returning the unit. I explained that,
unfortunately, the unit was billed for a year and because of the invoice date, it was forwarded to Collections. She paid the balance of the invoice and there will be a refund once we receive the equipment.I am very sorry that *** *** has been put through this, however, since the equipment is billed until it is returned the billing wasn't adjusted. That being said, I am sure something could have been done in order to make this cancellation easier on *** ***.If I can be of any additional assistance, or if there are any further questions, please don't hesitate to contact my office.Sincerely,Barbara ** V** ***Customer Resolutions ManagerConnect America/Medical Alert