Connect America

Dear Ms. [redacted],
In response the second complaint filed by Mr. [redacted], please see my original answer. The first complaint number was [redacted]. I don't understand why Mr. [redacted] feels we received the equipment when there is no proof that it was sent back. He claims he sent [redacted] proof of return, if...

he would send this to me, we could fix this issue.
He indicates that he called in January, 2014. Since we record all incoming and outgoing calls, whether answered or not, I had our Phones Department pull all calls from the month of January for both Ms. [redacted]’s number and the two numbers for Mr. [redacted] that are on the complaint. There were no calls during the month of January from any of these numbers. If the call was made from a different number I will gladly do the research on that, then the outcome of this issue might be different.
I will credit off the balance due and close the account, but there will be no refund. This is per the Monitoring Agreement that was attached to the first complaint. That agreement indicates that the unit is billed until it is received. Unless Mr. [redacted] can provide proof that the unit was returned, I will be unable to do a refund. There are many people who claim they returned the equipment some time ago and then months after they complain, we receive the equipment. As you can see, this puts us in a bad position.
If there is anything further I can do, or if there are any additional questions, please do not hesitate to contact my office.Sincerely,
Barbara J. V[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

[redacted]In response to the complaint filed by [redacted], please be advised that I have been in touch with [redacted].  I apologized for the issue he encountered and explained that the Company that made this call was a Partner or ours.  I also advised that this is not the...

way we do business and that this incident is being investigated by our company.  [redacted] provided me with the tracking number for the return of the equipment and I advised that I would look for it to come in and provide him with a refund back to the card it was taken from.  I also apologized for this problem.  If [redacted] has any questions or if I can be of further assistance, please ask him to contact my office.Sincerely,Barbara J [redacted]
[redacted]
[redacted]

Dear [redacted],
In response to the complaint filed by [redacted], please see the attached executed agreement. In Paragraph 3 of this agreement it clearly states there is a three month minimum. [redacted] paid one month. We will not charge her for the other two months.
[redacted] called to...

cancel on 9/21/15. We did not receive the unit until 10/15/15. Therefore, she actually had the unit for almost a month.
Per our Agreement with [redacted], there will be no refund. If I can be of any additional assistance or if there are any questions, please don't hesitate to contact my office.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

---------- Forwarded message ----------From: <[redacted]>Date: Thu, Jul 6, 2017 at 7:19 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...

<[redacted]>Case has been resolved. No further action needed. Thank You.[redacted] [redacted]

Dear Ms. [redacted],In response to Ms. [redacted]'s Rejection, please be advised, she is due a refund of $44.99. However, as I stated in the original Complaint the account has been frozen for refunds by our Company for 90 days due to the credit card Chargeback. The chargeback expires on October 10, 2017.  Once it has expired, we will be refunding Ms. [redacted].  Had Ms. [redacted] not filed a chargeback, the money would have been available to refund immediately.If you have 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

From: <[redacted]>Date: Thu, Oct 15, 2015 at 1:49 PMSubject: [redacted] Connect America Complaint ResolvedTo: [email protected] is to report that Connect America sent my refund check, dated 10-14-15 for $119.85, via overnight [redacted]. Thank you! I am very pleased by the quick response...

which was initiated by my Revdex.com complaint.[redacted]

Dear Ms. [redacted],In response to the complaint filed by [redacted], please be advised that Ms. [redacted] and I spoke today.  I apologized to her for the problems she encountered.  I processed a refund for the two months of suspended time she was charged for.  I have also had the...

account canceled.  Her phone number and her Mother's phone number have been put on the DNC List.  This list will also stop all mailings.I had given my phone number to Ms. [redacted] on my first call so she could return my call.  I suggested she hold on to that number and, if she has any additional problems, she should call me.If I can be of any further assistance, or if there are any questions, please don't hesitate to contact my office.Sincerely,Barbara J. V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

[redacted]
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] for [redacted], please be advised that I spoke with [redacted] yesterday.  She very graciously emailed me the proof of delivery of the Medical Alarm Equipment. I have credited off the Invoice that we were calling both [redacted]...

[redacted] and [redacted] about.  I have also contacted our Phones Department and Collections Department to put this account on our DNC List.  I am so sorry this happened.  [redacted] stated that she had faxed this information over several times and also requested to scan and email.  She was advised by whoever she spoke with that they were unable to receive scanned documents through email.  I am not certain why that would be, as I know that I can receive them and so can our main Billing Email.  It might be in their email set up, if all of them have email addresses.I cannot express just how sorry I am that this has happened.  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 [redacted], please be advised that [redacted] and I spoke this morning.  I told her that there was one piece of equipment that was not received, however, if she was getting another system, she could use it for that system as it...

is the lockbox.  I told her I would deduct the $35 cost and refund the balance.  I have done this and the balance was credited back to her credit card.  She should see that credit in 3 - 5 days.I apologized for her issues and I believe we have everything resolved as of this writing.Sincerely,Barbara *. V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

Dear Ms. [redacted],This account has been corrected. I spoke to the Customer's Daughter and assured her that the account has been canceled and credited. I apologized for this issue and explained why the Billing Address had not been changed. That issue was due to the training of some or our Personnel. I...

have notified the appropriate individuals to make sure this does not happen again to another customer. I am really sorry this happened and promise that this is taken care of.  If there are any further questions or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara [redacted]Customer ResolutionsConnect America/Medical Alert

Dear [redacted],In response to the complaint filed by [redacted], he is absolutely right.  I don't know why the account was not canceled nor why a refund wasn't processed.  However, when I went in to his account today, a refund of $171.80 was processed back to his credit card.  He...

should see that refund in 3 - 5 business days.  I proceeded to cancel the account myself.As I said I don't know why this happened and want to express my sincerest apologies to [redacted].  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 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: 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 $104.85 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 fees. Please send return instructions and mailing label and note that device was located and unplugged as of 3/14/16.
Regards,
[redacted]

Dear [redacted]
In response to the complaint filed by [redacted]
please be advised that we issued a refund for the Lost Unit Fee and sent it overnight via [redacted] on 10/7/15, Tracking #[redacted].
There was some confusion as to what was to be refunded and what had been refunded. I...

spoke to [redacted] on October 7 and got our confusion straightened out.
I believe that this resolves this complaint. 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 Manger
Connect America/Medical Alert

Dear Ms. [redacted],In response to the complaint filed by Mr. [redacted], please be advised that my Associate, Susan, contacted Mr. [redacted] on Friday, April 29, 2016.  She apologized to him for this issue and advised that we would issue a refund of $39.95.  She also told him we would have to...

mail a check since the payment was taken so long ago.The account has been credited for the $39.95 and a check is being sent out today.  The account has been closed and canceled and there is a zero balance on it.  If there are any further questions, please don't hesitate to contact my office.Sincerely,Barbara J. V[redacted]Customer Resolutions MangerConnect America/Medical Alert

Dear [redacted],
In response to the above complaint, I spoke with
[redacted]'s sister. I apologized for the
problems she has had.
I emailed her with my address and asked that
she send me the shipping receipts. I will gladly refund her for the return of the equipment. As she...

stated she was told we would supply a return shipping label. The next person she spoke with said we wouldn't. Had the person who promised that return label put notes in the system, this wouldn't have happened.
I also advised [redacted] that we don't have the recording on this sales call as it was done by one of our partners who doesn't record the calls.
I believe that this complaint is resolved. If I can be of any further assistance, or if there are additional questions, please don't hesitate to contact my office.
Sincerely, [redacted]
Customer Resolution Manager
Medical Alert

Dear [redacted],In response to the complaint filed by [redacted], please be advised that I have straightened out this account.  The unit she recently returned was canceled and two credits were issued.  The problem was an old you returned was not canceled and that is why the billing...

continued.  Although there was no double billing, whoever canceled the initial account did not pick this up.  I have canceled the account in full and credited off the balance.  I also issued one more refund for December, 2017.I only wish that when this became an issue, she would have been sent over to my Department to resolve.  If there is anything further I can do, please don't hesitate to contact my office.Sincerely,Barbara *. V[redacted]Customer Resolutions DepartmentConnect 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 long as they do issue me a check immediately and not have me wait another 6 weeks to finalize this unfortunate situation.  I would like to note, that this situation should not have occurred.  If customer service handled this in a professional manner and treated me with some respect this reporting could have been avoided. I hope the company will learn from this and use it for training purpose to new customer service representatives.As I mentioned in previous correspondence, you have an excellent product and service to help others.  The company needs to tighten their management and make major changes within their customer service department.  
Regards,
[redacted]

Dear [redacted],In response to the complaint filed by [redacted], I would like to apologize to [redacted] for the way she was treated by Tiara and Latonya.  I am having those calls pulled and sent to the Director of the Care Department.  This system has been monitored and we received...

a periodic test on October 17.  The system sends in a monthly test and one isn't scheduled again until November 17, 2016.   The system has not been out of service.  Therefore, [redacted] has been protected for the entire time.  I understand that [redacted] said she called in with a change of address in March, however, according to the Central Station, there was an alarm and when they contacted [redacted] as a back-up, she gave them the new address.  In Central Station, any zip code can be put in, but the system automatically corrects the Zip Code.  Therefore, there was never any danger to [redacted].  The Billing System does not correct the Zip Code.  The Zip Code in the Billing System was a typo by the person who updated the account.  Unfortunately, people make errors.  This error was in no way meant to "Rip Off" [redacted].  The Agreement that [redacted] signed shows that the billing is quarterly.  We were billing a credit card under her Ex-husband's name.  We weren't aware of the divorce until we contacted the cardholder and he stated that we are not to charge his card for any of the billings on this account.We refunded half of the annual payment that was made per [redacted]'s request.  There will be no further refunds as the equipment is in use per the Periodic Test in October.  We do need to have the equipment returned to our office.  The address is Medical Alert, [redacted] Broomall, PA [redacted].  It should be sent via a carrier that will provide a tracking number.  Once the tracking number is obtained, [redacted] can call my office at ###-###-####, Ext. [redacted] and leave me a voice mail with the tracking number, or she can leave her number and I will call her back.As I stated previously, I am sorry this issue occurred.  I am sorry the Agents that spoke to her were rude and not accommodating. We do care about our customers and would never do anything to "Rip them Off".  If there are any 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

[redacted]In response to the complaint filed by [redacted] please be advised that the refund has been issued.  [redacted] noted that the refund would be $120.00, however, we gave her one month free for her annual payment.  The refund was actually $110.00.  We refunded to the...

credit card on file.  [redacted] will see it in three to five days.  Although the refund is done on our side, it has to go through a couple of processors prior to being credited to her account.I am so very sorry it took so long for this refund to be processed.  It should have been done within a month of receipt at the very latest.  If there is anything further I can do, please don't hesitate to contact my office.Sincerely,Barbara J. V[redacted]