Connect America

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, as long as the check I have received from ConnectAmerica is not returned due to insufficient funds. I realize the chances their check will bounce are not high, but given the circumstances that led to this complaint, I no longer have any trust for this business whatsoever.I do thank you very much for your prompt action to resolve this matter, and am delighted with your effectiveness! I do not believe the matter would have been resolved without your intervention. I do hope you have some way of investigating this company's behavior, because if my experience is at all typical, they do not deserve the Revdex.com Accredited status that they now enjoy, and which is one of the reasons I contracted with them in the first place. I can only wonder how many other people that they owed money to were strung along like I was until they simply gave up. In retrospect, I know I was very foolish to put up with a refund process that I was told would take 30 days, even after I was assured that I would get a refund. In subsequent phone calls, I learned that there is a review process for those refunds, and as I think about it, I wonder how it can be legitimate to promise a refund, and then have a lengthy review process after that. Are some people promised refunds only to have them refused when they are reviewed? Or is this whole way of doing things actually designed to keep from issuing refunds at all, except to those who are persistent? What does "Revdex.com Accredited" actually mean?
Regards,
[redacted]

Dear [redacted],In response to the complaint filed by [redacted], please be advised that I processed her refund this morning. I am sorry she had such a hard time dealing with our Customer Care Department.  At the time she told them she would escalate the complaint, her call should have been sent...

to me.  It was not.  She mentioned that she would like a copy of the invoice.  I will send that out to her today along with a copy of the credit memo the refund was issued for. Again, I am sorry she was given such a hard time. That should have never happened.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

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  the statement just given by the representative is incorrect and her recording of the conversation apparently does not match my own.  Further, I only had the unit into the month of August because the company failed to send a mailing label when I first called and I had to call again to follow up.  I had to duplicate my efforts each and every step of the way throughout the return process.   I expect the balance of my refund.Thank you.
Regards,
[redacted]

Dear [redacted]In response to the complaint filed by Ms. [redacted], please be advised that the account has been canceled.  I am sorry for Ms. [redacted]'s loss and I am sorry that she had to contact you in order for the account to be canceled.  The billing on the account dated back to 11/2016, so some of the money owed was prior to her Mother's passing.I have credited all money off the account and canceled it in full.  There should be no further issues regarding the attempt to collect funds. If I can for of any further assistance, please don't hesitate to contact my office.Sincerely,Barbara J. V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

Dear Ms. [redacted],In response to the Rejection sent by Ms. [redacted], please be advised that I contacted Ms. [redacted] and left her a message that the four transactions on the bank statement were the actual credits. She contacted me this morning and advised that she had been mistaken and that they were credits.  I believe this issue has been completely resolved.Sincerely,Barbara J. [redacted]Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted],In response to the rejection filed by [redacted], rather than draw this out, I have processed a credit for the balance on the account. I have also contacted the Collection Department to remove this account from any Collection Lists and Call Lists. It appears that [redacted] feels that I have lied.  That is something I do not do.  I am generally on the side of the customer, and had [redacted] taken my call, I believe she would have found that out.  I am sorry she is so unhappy, but there is nothing further I can do for her.  I hope this will put a close to this complaint.If there is anything further I can do or if you have any questions, please don't  hesitate to contact my office.Sincerely,Barbara ** 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:
From: Pat Date: Mon, Jan 23, 2017 at 3:09 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com Hi,This complaint was resolved satisfactorily once the company received this complaint. Please mark your records accordingly.Thank you, [redacted]Sent from my [redacted] 
Regards,
[redacted]

Dear [redacted],In response to the complaint filed by [redacted] [redacted], please be advised that [redacted] is correct.  Since the beginning, this account was entered incorrectly.  At some point the accounts were separated, but the payments remained on [redacted]'s account.  [redacted]...

[redacted] continually received collection calls.I investigated this account and have moved [redacted]'s payment to her account.  The account is now sitting with a zero balance.  [redacted] was never without the monitoring service for her Medical Alarm.  I have no idea who told her that, but they were absolutely wrong.  I have pushed her billing from May 1 to August , 2017, to try to compensate for the problems we caused her. I have requested that a $50 Gift Card be sent to her.  I have had her name removed from all Collection Lists and she should not receive any more telephone calls regarding her payment.Please let [redacted] know just how very sorry I am that she went through this ordeal.  If she has any further problems, she can contact me directly at ###-###-####, Ext. [redacted].  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

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: we never canceled or suspended any  the service and we got different equipment that time which we were billed for shipping and was free I see that we got a 25.00 gift card today 5-23-2016 which we were promise by Mrs r[redacted]  to be 60.00    and still being billed for march as y stated in your reply  we were credit  by mark d[redacted] and since y say we did suspend service I would like to  an itemized statement and I will send u everyone I talked to the time on everything I have wrote down and If you want to be untruthfull I can get the bake statements that we were double billed and tripled bill in the beginning which I already called on 5-21-2016 customer relations at 2:10 p.m and gave marie ( dont know how exactly they spell it but I know in the computer you have the name sorry if I dint spell the name right but I gave her the tracking number and he reply is that  we cant stop billing you until its in the computer but it has been received in the warehouse but computers or not updated and card is still active y cant canel until 15 to 20 days when they update the info and I said no one better use the credit card again which I am stopping payments from coming through the bank today hopefully it hasnt been billed again because in 20 days we will be billed again  so no I will not accept this we never signed a limit to be in your service so I believe if we dont like how y steal, lie we can cancel and no one will ever tell me I cant cancel a service only when they die or in a nursing home and as I look you have over 1oo something in complaints so maybe you need to show me proof  and show me where our service was suspended and an itemized state your word mean nothing I want to show me proof of how much we owe and we will show y proof what we paid and how y took out too much show me proof not just your word and yes I want this publicised so everyone can stay away from the thieves, liers  they are 
Regards,
[redacted]

[redacted]In response to the complaint filed by [redacted], please be advised that a refund of $171.92 was issued on 1/5/18.  [redacted] should be able to see the credit to her account ending in [redacted]  This account does not warrant a full refund.  The unit was received in our...

office on 11/3/17.  It was plugged in with a last signal received on 10/26/17.  The unit is billed until it is returned.  The refund issued reflects the payment less the months of  August 23 through October 22. [redacted] spoke with a new Agent who gave her the wrong refund amount.  I am sorry that happened, however, the refund issued is all that will be refunded.  The signed agreements clearly states that the equipment is billed until it is returned.If there are any further 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

Dear [redacted],In response to the complaint fled by [redacted], I am totally confused.  [redacted] has had the Medical Alarm since May, 2013 and she is the person that ordered it.  The equipment was plugged in and operating.  She mentioned that when the pendant was dropped, it...

didn't go off.  The pendant is not a fall detection button, and therefore, would not go off.  The only way the pendant can go off is when the button on the pendant is depressed.On April 27, she spoke with Julio A[redacted] in our Customer Relations Department.  At that time, she was given return instructions.  We do have the equipment which was received on May 18, 2016.  At no time did we call [redacted] for money as she was billed on May 1, 2016, and was auto debited the same day.  I am wondering if [redacted] has an issue with another Medical Alarm Company.  She is entitled to a refund, which  I will process today.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[redacted]Customer Resolutions ManagerMedical Alert

Dear [redacted],In response to the complaint regarding [redacted], I spoke to [redacted] and advised her that since the equipment didn't work, she shouldn't have been charged our three month minimum.  I processed the balance of the return on Friday, December 1, 2017.  [redacted] emailed me the...

receipt for the shipping and will am sending this to our Finance Department to reimburse her for the return shipping.I there is anything further I can do, or should you have any questions, 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] for [redacted], please be advised that the Medical Alarm was not returned in 2014.  We would not have called [redacted] if she didn’t use the system as there are many reasons the systems are unplugged and not used. ...

The service we provide does not consist of contacting everyone who does not hook up or chooses not to use the protect they ordered. We cannot make them use the equipment nor force them to plug it in.  At some point the responsibility must fall on the customer. We received a call in May of 2016, that [redacted] returned the equipment to a company that was doing a button recall for her particular unit.  They were supposed to send it to us and were going to call back with all the information on the other three units they received.  They only had the information on [redacted]’s unit as she enclosed paperwork with her equipment.  They never called back and never returned the equipment to Medical Alert.  Had [redacted] contacted our office, we would have provided return instructions for her to return the equipment directly to us.  She did not call.  The last call we received was on August 8, 2014 from [redacted]’s daughter to make sure that the billing info was updated.  We never heard anything again from the customer or her daughter until July 7, 2017.  At that time, she was informed that the equipment was not here and they offered her a discounted Lost Unit Fee.  She did not pay that. The discounted lost unit fee is $275.00. This will be deducted from the payments made after May, 2016. The total payments made since 6/1/16 to 6/30/17 equals $428.35. I will refund the difference of $153.35.  This refund will be issued in the form of a check to [redacted]. If there are any further questions, 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 Ms. [redacted], please be advised that the account has been canceled.  I am sorry for Ms. [redacted]'s loss and I am sorry that she had to contact you in order for the account to be canceled.  The billing on the account dated back to 11/2016, so...

some of the money owed was prior to her Mother's passing.I have credited all money off the account and canceled it in full.  There should be no further issues regarding the attempt to collect funds. If I can for of any further 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. 
Regards,
[redacted]

Dear [redacted]I spoke to [redacted] today regarding her complaint.  She should have been refunded immediately when she returned the unit we had offered her as an upgraded system from the one she presently had. She didn't like it and returned it.  I apologized for the refund issue and...

advised that the refund was issued yesterday.With all the aggravation that [redacted] has had regarding this situation, I credited her May and June invoice to try to make up for the problems she has had.  I hope that this will resolve the complaint. [redacted] is a valued customer and we appreciate her business.  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

Dear [redacted],
In response to the complaint filed by [redacted], I spoke to her yesterday morning. At that time I advised that the account has been canceled and any balance on the account has been credited.
She is absolutely correct in stating that the unit should never have shipped and...

should have been canceled when she called. I apologize this wasn't the case. I don't know who dropped the ball, but assume it was the Salesman.
I have put [redacted]' phone number on the Do Not Call List. I am sorry for the problems that were encountered by [redacted] and [redacted].
At this point, everything has been done to avoid any further contact with [redacted].
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 Manager
Connect America/Medical Alert

[redacted],
In response to the complaint filed by [redacted], please be advised that the refund had not been processed. Whoever [redacted] spoke with didn't put in a refund to be processed.
After reviewing the account, I processed a refund for $44.95 back to [redacted]'s credit card. He...

should see that refund in a few days.
Please extend my apologies to [redacted]. This should have never happened. If he can remember who he spoke with, I will pull the call and forward to one of the Supervisors. This employee needs to be reprimanded for this situation.
If there are any further questions, or if I can be of additional assistance, please do not hesitate to contact my office.
Sincerely,
Barbara J. V** A[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

Dear Ms. [redacted]:In response to the rejection of our answer regarding [redacted]'s canceled account, please be advised that I have checked this account and it is canceled with a zero balance.  There are no open invoices and no recurring on this account since its cancellation.  Please let Ms. [redacted]'s daughter know that this has been handled.  If there are any further issues or if I can be of any additional assistance, please provide Ms. [redacted]'s daughter to contact me directly.  Since there is nothing open on this account, I am sure there will be no further issues.Sincerely,Barbara J. V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted]In response to the complaint filed by [redacted] daughter, I have checked into the account and issued the promised refund back to [redacted]s credit card today. This credit should show in a few days. I apologize that this was not completed sooner.  I have also credited the...

balance on the account.  However, we do not have the equipment, and the cost of a non-returned unit is $350.  The total money billed was $263.15.  Of that total, $34.95 was refunded and $34.95 was credited.  Per our signed agreement with [redacted], the first three months are not refundable.  I have attached a copy of that Agreement. Also, the account was being monitored.  We suspended three months of billing per [redacted]s request.  Those three months were April, May and June.If [redacted] can locate the tracking information, I will gladly work with her to refund [redacted] account for the unused, paid monitoring from the time the unit was received in our location.  Since we have agreed to cancel the account, refund the one month, credit the open one-month balance and not charge a Lost Unit Fee, I believe that we have done all we can.  If there are any further questions or if I can be of additional assistance, please do not hesitate to contact my office.Sincerely,Barbara J. V[redacted]Customer Resolutions ManagerConnect America/Medical Alert