Connect America

Dear *** ***,
In response to the complaint filed by *** *** ** ***, please extend my deepest sympathies for the loss of her Mother
I checked the account and the refund was put into the system, however, the check wasn't cut as it should have beenI emailed Finance to cut this check
and mail it out today
I apologize for this delay, this shouldn't have happenedIf 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/Medical Alert

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that the refund was processed back to his Mother's credit cardThese were not *** ***'s instructionsAll of his Mother's cards had been closedThe refund was not done timely as it should have been
I
spoke to *** *** and after I looked into this situation, I advised him that we would send a refund check to himThis has been taken care of and is being sent by *** *** OvernightThe tracking number is: ***
Please extend my sincerest apologies to *** *** for this situationI am very sorry this happened
If there is anything further I can do, or if there are any further 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,
*** ***

Dear *** ***,In response to the complaint filed by *** ***, I am enclosing a copy of the signed agreement between *** *** and *** ***. Paragraph two clearly states that the contract will automatically renew unless either party gives written notice of its intent to
cancel. That same paragraph states that the account will continue to be billed until the equipment is returned to *** ***. As you can see *** *** signed the agreement and agreed to have the account debited.I called *** *** at both numbers provided on the complaint to make sure she has received the return label. The voice mail for the day number had not been set up yet. The night number was answered by a woman who stated that *** *** was not available. At that point she hung up the phone. If she didn't receive the return label and has a printer, I can email one to her, but I would need to hear from her. I can be reached at ###-###-####, Ext***I have no problem refunding the money debited on 9/19/16, once the equipment is returned. Generally the refund would be less the $for September, however, if the equipment is returned timely then I will refund the entire amount. I am sorry that Kevin was not nice to her. I don't believe he is still with the Company, but in case he is, I have forwarded this complaint to his Manager. 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*** ***

Dear [redacted],In response to the complaint filed by [redacted], please be advised that I have processed a refund for $149.85 and one for $39.95.  This total is $189.80.  The $9.50 shipping is not refundable.  However, I am not quite sure where [redacted] comes up with $209, since the...

total payments made equaled $199.30.  With the deduction of $9.50, the total matches what has been refunded to her credit card.In reality [redacted] is not entitled to a full refund since she had the [redacted] for almost a month before she notified us she didn't want to wear something that big.  In fact, during the Sales Call, she agreed the a 3 month minimum commitment.I hope that this refund resolves this case.  Should 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 ManagerConnect America/Medical Alert

Dear [redacted],In response to the complaint filed by Barbara Walker, please be advised that I contacted [redacted].  I advised her I would have the account canceled.  I also processed a refund for $89.85.  This refund is being sent via a check, our check #[redacted].  I also...

apologized to [redacted] for the issues she had encountered while trying to get this resolved.If there is anything further I can do or if there are additional questions, please don't hesitate to contact my office.Sincerely,Barbara ** V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

Dearts, [redacted]In response to the complaint filed by [redacted], please be advised that I spoke with her this afternoon.  The equipment has been returned and I am canceling the account today.  She is entitled to a refund of one month based on the date of return.  I...

apologized to [redacted] as this should never have become an issue.I will have the numbers being called by Collections put on the DNC List.  I will also issue the refund, credit the latest invoice and cancel the account.  I apologized to [redacted] and if you would, again, express my apologies it would be most appreciated.  If there are any questions or if I can be of further assistance, please don't hesitate to contact my office.Sincerely,Barbara J. V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted],In response to the complaint filed for [redacted], please be advised that a tracking number was provided on a couple of different occasions.  However, although the entries with the tracking number are exactly the same, the number will not track.  We do not have the...

equipment.  With this particular unit, once it is returned, it is reissued a new Central Station ID.  That new ID is also attached to the new customer, with the old customer retaining a history in the Mobile Help System.  This particular account is still under [redacted].  This account is now with our third party collection agency, but if we can clear this up, I will have it pulled from them.We do not want to upset [redacted] and would truly like to resolve this issue.  However, the equipment is expensive and I am not sure it can be written off at this time.  From the notes in the system, a case was filed with USPS regarding this issue.  The notes don't indicate who filed the case.  If whoever filed this case, can check with the Post Office to see what the outcome is, maybe we can figure this out from that point?  I can be reached at ###-###-####, Ext. [redacted].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 ManagerConnect America/Medical Alert

Dear [redacted],
In response to the complaint filed by Cynthia Bechinski, please be advised that [redacted] signed up for the Medical Alert knowing that if she paid a year, we would only charge her for 10 months. That was a sign up offer. When billing came around again, she called and stated...

that we agreed not to raise our price. However, we didn’t, we billed her $34.95 per month for 12 months as the sign up bonus wasn’t valid in the second year. She insisted that she wanted the same price as the previous year. That price would be $349.50 which again represented the two months free. I am attaching the contract where [redacted] agreed to the $34.95.
I don’t understand why she would even inquire about a refund for two months she didn’t pay for. The representative she spoke with who told her there would be a refund was mistaken. We were notified of the trouble with the unit and when we offered assistance, she declined.
If there are any further questions, or if I can be of any 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 on 9/18/15, on a recorded call, [redacted] indicated that she wanted to cancel.  We gave her return instructions at which time she said she will not pay to return the equipment and hung up.  We have never...

received our equipment back.  All calls and collection attempts were warranted since the equipment is billed until it is received.With this information provided to you, I will also let you know that we have canceled this account and written off the balance as of June 16, 2016.  There will be no further attempts to collect any money or try to obtain our equipment from [redacted].If I can be of any further assistance, or if you have any questions, please do not hesitate to contact this office.Sincerely,Barbara ** V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted],
I have looked into this account. [redacted]'s refund was not issued.
I have processed the refund of $59.90 back to his credit card and he should see the credit in a few days. Unfortunately, shipping is not refundable. Please...

apologize to [redacted] for this delay. I have no idea why someone would have advised him that his refund would be issued right away and then do nothing to make sure it was. I am sure the Agent, unintentionally, dropped the ball.
If there is anything further I can do, or if you have any additional questions, please don't hesitate to contact my office.
Sincerely,
Barbara J. V** A[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

Dear [redacted]In response to the complaint filed by [redacted], please be advised that I have spoken to [redacted] and have made sure the account is cleared with a zero balance.  I am also having the account canceled in full.  Please apologize to [redacted] for the problems...

he encountered.  If there are any questions or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara J. 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.  I had thought that Ms. V[redacted] would have access to the Desired Outcome/Settlement as well as the Complaint Details in the statement I filed with the Revdex.com, and would therefore be aware of my request for a refund of prepaid services upon return of the equipment.  In any case, I accept Ms V[redacted]'s assurances in this regard, and will proceed on that basis.  Thank you again!Regards,
[redacted]

Dear [redacted],In response to the complaint filed by [redacted] on behalf of her Mother [redacted], please be advised that I have looked over the account.  I credited the $89.85 balance off the account as one of our Agents had promised this would be done.  I placed a call to [redacted]...

to go over the account with her and apologize.The account now has a zero balance and is not scheduled to be billed until March 1, 2017.  Please extend my apologies to both [redacted] and [redacted].  This should have been resolved immediately, however, I don't believe the Agent's notes were clear enough for this to be handled correctly.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[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 response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  I do not agree with the explanation, nor do I feel that the company's settlement offer of $479.40 is acceptable.I appreciate the efforts of the Revdex.com in resolving this problem, but at this time I believe that other methods will be necessary to come to a mutual resolution.
Regards,
[redacted]

Dear Ms. [redacted],In response to the complaint filed by Ms. [redacted], please be advised that Susan, my Associate, called and spoke to Ms. [redacted].  She now understands that since she disputed the payment with her Credit Card Company, we are unable to touch the account and do a refund until the dispute...

settles. Her dispute will be settled completely on 10/10/17.  At that point we will be able to issue her a refund.  Had she not disputed the charges, this would have been resolved right away.If you have any questions, or if I can of further assistance, please don't hesitate to contact my office.Sincerely,Barbara J. V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted],Please be advised that the complaint filed by [redacted] [redacted] has been handled.  My Associate, Susan B[redacted], contacted [redacted] and due to the problem she has had in getting the Gift Card, she has been issued two months credit on her account.  I checked with Finance...

and they sent a check to [redacted], in lieu of the gift card, on August 18, 2016.  Susan called [redacted] today and advised her of the check.  She also apologized for this issue.If there are any questions, or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara *. V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted],In response to the complaint filed by [redacted], please be advised that I have looked into this matter and spoken to [redacted] regarding this complaint.  I went into the account and created a credit for a refund in the amount of $282.65.  I spoke to [redacted]...

and explained the refund total and why it was that amount.I believe this has resolved this issue.  If there are any further questions or if I can be of further assistance, please don't hesitate to contact my office.Sincerely,Barbara *. V[redacted]Customer Resolutions ManagerConnect 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 $25 gift card.  I am not quite sure how the amount jumped from $25 to $60 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 $484.40 and we credited $204.75.  This made the total payments to Medical Alert $279.65.  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 ** V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted],In response to the complaint filed by [redacted], please be advised, [redacted] is correct n stating that the account should have been canceled and the balance credited.  I did both today, and requested that this account be added to our Collection Do Not Call List.  I...

am sorry this was such a problem, it shouldn't have been.  The account is now closed with a zero balance.Please extend my apologies to [redacted], I am very sorry this happened.  If there are any additional questions or if I can be of further assistance, please contact my office.  I have left my name and number on a voicemail to [redacted] in the event she would like to speak with me.Sincerely,Barbara ** V[redacted]Customer Resolutions ManagerConnect America/Medical Alert