Connect America

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and will find this resolution satisfactory as soon as Med Alert sends me a letter stating that this account is closed and has a $balanceI did receive the call from Barbara, but I have not returned it because they already have my address as evidenced by several bills and delinquent notices I've received. Please have them send a letter to the address they have on file associated with my account.
Regards,
*** ***

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that *** *** is absolutely correctHowever, when checking the account, the person who processed the refund, processed it back as though it was going to a credit cardIt sat there until I discovered this error
today
The refund has been corrected and a check has been printedThe check is being sent to *** *** via *** *** - Overnight DeliveryThe tracking number is ***She should have her refund sometime tomorrow
Please express my sincere apologies to *** *** for this errorIf there are any more 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

Dear *** ***,
In response to the complaint filed by *** *** regarding the cancellation of her Mother's Account, please be advised that I have requested the Account to be canceled
As far as the charge for March, *** *** has disputed that with the credit card companyI have requested
that the dispute be accepted by usI also requested that the account be canceled
Please extend my deepest sympathy to *** *** for the loss of her Mother
If there is anything further I can do, or if there are any questions, please don't hesitate to contact my office

Dear Ms***,
In response to the rejection filed by Mr***, please be advised that I spoke with him yesterdayIn order to resolve the complaint, I have agreed to the $refundAs I told Mr***, after two Revdex.com Complaints and a Certified Letter, I was very sure that Mr*** was correct in his statements
I am sorry that this has been an issueI had the refund processed today and it is being sent overnight to Ms***
If there is anything further I can do, please don't hesitate to contact my office
Sincerely,
Barbara JV** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,In response to the complaint filed by *** ***, please be advised that I have processed the refund for the Fall Detection Button I called Jerri and she stated the Fall Detection Button was returned with the base unit I processed the refund in the amount
of $ I have also credited off the open invoices, totaling 60.00, to bring the account to a zero balance. The account has now been cancelled in full I do wish to apologize to *** *** that this matter was not handled on her first call to Medical Alert.If there is anything further I can do, please do not hesitate to contact my office.Sincerely,Susan B***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 as Answered]
Complaint: ***
I am rejecting this response because: Medical Alert is still reporting untrue statements regarding payments. I have gone around in circles with this company for years now and honestly, I'm just tried...All Medical Alert Equipment was returned and signed for this morning, July 7, at 10:17am by S M*** Junior//*** *** ***//ATTN:RETURNS// Broomall, PA *** for Account Number ***. Money Order sent separately and will also require signature upon delivery so that all ties between Medical Alert, *** ***, and *** *** are severed
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,
*** ***

Very efficient service !

[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 will be checking my credit card to see that I have received the refund as stated If I do then all is well!
Regards,
*** ***

Dear *** ***,In response to the rejection filed by *** ***, please be advised that our Sales Department has no access to the contracts once they are printed and sent with the equipment. Possibly it was someone who was either assisting *** *** or a relative. The contract came back to us with the information written on it. As far as the lost damage charge is concerned, *** *** is correct when he states that the Lost Unit charge is $350. However, *** *** also had a fall detection pendant that hasn't been returned either and that lost/damage charge is $150. Thus the $charge.In order to resolve this issue, we will accept the $lost unit fee and forgive the $150. I am sorry that *** *** has had *** *** *** since 2009, but we did not solicit *** ***, she contacted us. 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 ManagerConnect America/Medical Alert

Dear *** ***,
In response to the rejection filed by *** ***, at this point, there is nothing further I can doI do request that if there are no calls in the future week period on this account, *** *** contact you to let you know that this complaint has been resolved
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

Dear *** ***,In response to the complaint filed by *** ***, please be advised that *** *** was absolutely correct regarding the bills continuing to be sent. Everything has been credited off the account as of this writing. The unit was returned in March, but the account
was not canceled for some reason. I emailed our Cancellations Department to cancel the account immediately. I am not sure who told *** *** that the account was canceled, but it was not.I apologize for all that *** *** has been through in trying to rectify this issue. Please assure her that I have had it taken care of and she should receive no further billings. If I can be of additional assistance or if there are any further questions, please don't hesitate to contact my office.Sincerely,Barbara *V** ***Customer Resolutions ManagerMedical Alert

Dear *** ***,In response to the complaint filed by *** ***, please be advised that the Alert Equipment has been canceled, the account has been credited for the $that was billed for that piece of equipment. The equipment was received on March 24, 2016, and I have no idea why
this had not been canceled. I would like to apologize to *** *** for this issue. The credit was issued, and the account was removed from the Collections Department listsI am so sorry this happened and wish that I had been made aware of this issue prior to *** *** feeling she had to report this issue to you in order to get it resolved. She is correct in stating that when Kevin received the call, he made sure that everything was done to resolve this issueI wish *** *** would change her mind about canceling the account in full. If she has not, she can contact me at ###-###-####Ext*** and leave me a message. I will gladly call her back and see what I can do for her.If there are any more 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***,We deeply appreciate and respect Mrs***'s perspective, but we did, in fact, verify with the Dispatch Center that they had responded to the request for help. We made this call within six minutes of receiving the request for assistance from Mrs***'s system.We have lifesaving systems deployed in thousands of homes throughout the United States where we are privileged to save lives every day. We are sorry that Mrs*** is not satisfied with our service, and we wish her the best going forward.Sincerely,Barbara JV** ***Customer Resolutions ManagerConnect America/Medical Alert

Dear *** ***,In response to the rejection made by *** ***, please be advised that we received the last part of the equipment back from *** ***'s Mother's account on July 15, 2016. I issued a refund today for $449.50. This represents the unused portion of the monitoring. This was refunded back to *** ***'s bank account. She should see the credit in a couple of days. However, previous experience tells me that I should provide the Trace # in advance since not all banks process the refund timely. I am not sure how secure this site is, so *** *** will have to call me for the Trace Number if she doesn't see the refund in a few days. I can be reached at ###-###-####, Ext***. She will have to leave me a message and I will call her back.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 *** ***,In response to the complaint filed by *** ***, please be advised that I checked the Call Log and *** *** did call in several times, however, in most cases, he hung up after being on hold for only a couple of minutes. Our Agent Yolanda called and spoke to *** on September
9, 2016. She said they had returned the equipment. Yolanda asked that she call back with a tracking number so that we could locate the equipment when we receive it. She said she would have Robert call with that number. To date, there has been no call with that information.I went in search for the equipment and have found that it was returned on 9/12/16. Had Robert called back on the 9th, with the tracking number, I would have processed the refund on the 12th. Since this was only yesterday, I will process the refund today. It will not include the shipping, as shipping is not refundable.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 *** ***,
In response to the complaint filed by *** *** for *** ***, I have been in contact with her via emailThe refund for $back to the credit card on file was issued on November
*** *** had several problems trying to obtain her refundI apologize for those
issuesIf there is a difference between what is refunded and what was taken due to the exchange rate, and *** *** sends me a copy of the debit and a copy of the credit, I will make sure she receives a refund for the differenceShe can mail it to Medical Alert, *** *** ***, Broomall, PA ***, to my attentionI will take care of this as soon as I receive it
Again, please express my apologies to *** ***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 Manager
Connect 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:I sent in a complaint to you before about this companyThe Mobile unit they gave me that the salesman said would work in *** *** doesn'tI wanted my money back, and sent the mobile unit to themI live in *** six months, and told them the other unit as there, and I couldn't get it back until OctYou sent me an Email saying this matter was settled, and the coreturned my three month rental fee, and account closedNow I got a letter from them saying the account was still open and I owe lThey are charging me a monthly fee for monitor (Which I have to send in Oct.), and mobile unit, which I sent themI even got threatening phone calls from a *** *** ***, saying I owe them 169.80, for early cancellation, I thought this was a hoax, as I was notified by you, and my bank, ***, that this was all cancelled, because the unit wouldn't work, where I am living nowI called Medical alert and told them that when I cancelled I would return the monitor in Oct, as I can't drive the hour round trip, as I am under a Dr care for high blood pressure, He said I still had to pay all the monthly fee, when I told him it was his salesman error telling me the system works in *** ***, he said I still had to pay all, and hung up on meI am years old, have no other help, and my blood pressure is way out of control, please help
Stop charging me for unit I can't use, and one unit I returnedAnd send me a return mailing to return the unit, that is not being used in ***, that I will return in OctoberAnd stop threatening letters and calls from ***
Regards,
*** ***

Dear *** ***,In response to the complaint filed by *** ***, I am sorry she was upset because our Collections Department called her to obtain a new credit card number. This was done because the auto debit to the card we had on file did not go through. When we have a customer on auto
debit, the system doesn't create invoices because our elderly clientele, in most cases, would pay the paper invoice and their account would be auto debited also. This prevents double payments. Everything is done electronically and the notification is sent to the Collection Department electronicallyI really don't know what was said, but the Agent should have said that we needed updated credit card information. He could have asked *** *** to call back so she would be comfortable with providing the necessary information.I am sorry that *** *** took issue with this, but we have never had a complaint about requesting updated credit card information before. All agents are to verify the customer's address so that we know our records are correctOne of those questions should have been was she testing her button every monthIn any case, I have noted the account that if credit card information ever needs to be updated again, to change the customer to paper invoice and send invoice to the customer.If you have any additional questions, or if I can be of further assistance, please don't hesitate to contact my office.Sincerely,Barbara *V** ***Customer Resolutions ManagerConnect America/Medical Alert