Connect America

Dear [redacted],After reading the complaint filed by [redacted], I researched the Account's payments.  I know they were double billed twice.  That was due to the account not being canceled timely, and I am sorry for that.  However, during my research, I found the total billings were...

$484.40 and the total credits and refunds issued were $204.75.  This makes the total payments to Medical Alert $279.65.  With the two month suspension for December and January and the free month promised for March, the actual total from July, 2015 through May, 2016 would have been $399.50, however, with the credits issued the total money we received was $279.65. [redacted] mentions a Dennis, per the notes in the system she never spoke to a Dennis and I don't believe we have anyone here by the name of Dennis.  She was speaking to Denise R[redacted] and I think she might have misunderstood her name.I am sorry [redacted] thinks this was a deliberate act on our part to take more money than we should have.  It was not, it was the clerical error of not canceling the account when it should have been.  Any additional money taken was refunded and double billings were credited.  As far as the Gift Card is concerned, I emailed Customer Relations to check to see if the Gift Card was ever sent.  Since they are mailed in one of our regular envelopes, it might have been taken as junk mail and thrown away.  In any event, we will take care of this issue also.I see in the notes where [redacted] said they were canceling.  If [redacted] will provide me with the tracking number for the return of the equipment, I will  make sure that the account gets canceled timely. My phone number is ###-###-####, Ext. [redacted].  Since I am not on the phones to received incoming calls, I will either need to call [redacted] back or she can leave the tracking number on my voice mail.If there are any further questions, or if there are any additional 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

[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 logged into my mothers account and see the reimbursement.
Thanks,
[redacted]

Dear [redacted],In response to the complaint filed by [redacted]'s POA, please be advised, the account is canceled and closed with a zero balance.  This is another account that was canceled and billed, in error, by our system for $71.07 on July 22, 2016.  Please extend my apologies for...

this issue.  Many of our canceled accounts were billed at that time.  Our IT Department has worked on this issue and it shouldn't happen again.Please let [redacted] and her daughter know that we are very sorry this happened.  They can be assured that the account is canceled with a zero balance.  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

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]

[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. Ms. Boyce was very sincere when we talked and I appreciate the time she took to reach out to me and resolve the issue as quickly as she did.  
Regards,
[redacted]

I was contacted by phone and email today, by Barbara at Connect America.  The issue has been resolved in a better way than I expected.  It doesn't matter to me if I get a refund, but I do have the written communication I wanted.  Thank you for your help.[redacted]

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that we do not make robo calls (prerecorded automated dialer calls). I ran a report for all calls to the phone number he provided, and at no time did we call him either manually or by dialer. His name and...

number are not in our data base.
Perhaps [redacted] should investigate further so that he can contact the correct company.
If there is anything further I can do, or if you have any additional questions, please do not hesitate to contact my office.
Sincerely,
Barbara *. V[redacted]
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 [redacted], and find that this resolution is satisfactory to me.  As I have outlined in several documents, I believe there needs to be quality assurance within Connect America / Medical Alert for their billing procedure, especially when the device has been disconnected.  I did not receive the fund from Jan 2014 through Sept 2014 which is $269.95 which was paid in Oct of 2013, when the device was disconnected Dec of 2013.My mother, [redacted], has no clue that this device "for monitoring" was being deducted EFT from her checking for all these years!  When speaking with Barbara at Connect America / Medical Alert - she mentioned that "there are numerous reasons why they stop monitoring and they don't have the time to contact the client.  If they contacted the client when the signal is lost, they would not have time to monitor!"  At this point, I am satisfied with the cooperation I received from Barbara.Thank you Revdex.com for assisting us in this matter.
Regards,
[redacted],, daughter and DPOA for [redacted]

[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. [redacted]

[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 the representative said I signed a contract.  This is untrue.  I ordered over the phone and the equipment was mailed to my mother in-laws house.  We never met a rep or signed anything.  In addition, the rep said and I paraphrased, that I could have stoped the automatic billing if I had asked.  Well I did ask when I called on the second anniversary and asked The to call me before the next billing period and not to use my charge card as I was paying it off.  Anaway.  I did not sign anything nor did my husband.  I appreciate the fact that this rep will try to expedite the return of our money.  My husband and I are on a limited income.  Thank you for your help.  We did send the equipment registered mail.  
Regards,
[redacted]

[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 with certain conditions applied.  I have left three voicemails for Barbara so far, telling her to refund the amount to the card they have on file, and still have not received the refund or heard a response from her to verify that she received my voicemail.  I would hope that if the company truly wants to resolve the matter, someone would respond to my voicemails and someone would issue my refund.  I was told last Monday (July 18) that the refund would appear in 2-3 business days; I have yet to see it.
Regards,
[redacted]

Ms. [redacted],The signature is not false and she provided back-ups on the contract as well.  Since the complainant doesn't want to admit to signing the Agreement, we will still be abiding by the Agreement.I really don't have anything further to say.  I have provided proof of the Agreement being signed and even though the complainant doesn't agree, we would not assume to sign anyone's agreement.  It is reprehensible that she would even suggest that. Sincerely,Barbara *. V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

(null) (null) <[redacted]@[redacted].com>9:29 AM (4 minutes ago)to me [redacted]Please reopen my case due to the fact that after company written a beautiful apologetic letter,  on 8/1 /16 I had received a new bill from them with double amount due.Now they asking for$91.40 for services I do not have.Thank you[redacted]###-###-####I'd [redacted]

[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]

[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],In response to the complaint filed by [redacted] [redacted] on behalf of her Mother, [redacted], please be advised that the refund was issued back to the credit card on 11/13/17.  Refunds take between three to five days to appear as a credit on the account.  I don't know who...

the Agent was that told her 24 - 48 hours, but she couldn't have been more wrong.  Generally, refunds take about thirty days to go through out system to finalization.  This refund should have been done in early November.  I am sorry [redacted] went through this ordeal.  She can be assured that the refund has been processed.If there are any further questions, or if I can be of additional assistance, please don't hesitate to contact my office.  Again, I am sorry this happened to [redacted].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 payments wouldn't go through on the card number she provided. She owed for November, December and January.  That is why collections was calling her.  We emailed the...

information several times to [redacted]@[redacted].net, notifying them that the account was past due. We attempted to put it through on Auto Pay, but when it didn't go through, we changed he account to invoice. The payment for the open invoices was not received until January 17.  I am not sure what we were supposed to do when we took every avenue to get this resolved.The unit has not been received.  The customer claimed that they returned the unit on 2/13 at a cost of $30, yet Jesse Gutierrez called and requested a return label (which was sent) on the same day.  We do not reimburse shipping.  To date this return label has not been used.I am sorry for these issues, but had the payments been made timely, there would never have been an issue.  Collection letters were sent for each invoice that was not paid on an accumulating basis. We will be happy to cancel the account as soon as the equipment is returned.  Since the equipment is billed until it is returned, per our signed agreement, if we don't receive the equipment in a few days, the February invoice will be due.Sincerely,Barbara *. V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

[redacted]In response to the rejection filed by [redacted], please be advised that I received this complaint the other day. I called and left [redacted] a message to check with her credit card company since that is where the refund was issued to.  I am attaching the transaction results showing that the refund was processed as promised.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]

Dear [redacted],   In response to the complaint filed by [redacted], please be advised that a refund back to his credit card was processed today.  The amount of the refund is $405.03.  This reflects the amount he paid for eleven months of service (the twelfth month was free), less the...

three-month minimum he agreed to when ordering the equipment.   I am sorry [redacted] felt he had to contact the Revdex.com, but the refund was already scheduled but I pushed it up to today.  The money was refunded to his credit card ending in [redacted].  He should see that credit in a few days.   I am sorry that [redacted]’s refund wasn’t done sooner, however, I hope this will resolve his complaint.  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 ** V[redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear [redacted],In response to the complaint filed by [redacted] [redacted], please be advised that I have checked into this and find nothing that would dispute what she has said.  Please apologize to [redacted] for me.  I left her a message to make sure that the credit card we had on the account...

is still good.  I agree, she should receive the shipping back and I have it ready to be refunded, I just didn't want to put it on the card if it is closed.  It would only cause her more problems trying to obtain a check from the Credit Card Company on a closed card.  Once I hear from her, I will process the refund.If there are any additional questions, or if I can be of further assistance, please don't hesitate to contact my office.Sincerely,Barbara *. V[redacted]Customer Resolutions ManagerMedical Alert