Connect America

[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 also received an email from the company & responded as follows:
I just wanted to thank you for you quick response from my email.  I looked at my account this morning & the credit is posting today!!!   WOW thank you......this is what customer service should be.  I am sending a response to the BBA as well.   I hope my experience will serve as a learning tool for the reps in your company.Once again, thank you!Sent from my [redacted]
Regards,
[redacted]

Dear [redacted],I don't believe that we are making any accusations.  We are simply saying we do not have a record of the return of the equipment.  I don't know what else we can say regarding this issue.  We cannot say we have received something we have no record of receiving.  We are sorry if Ms. Heard is upset, but there is nothing further we can say regarding the return of the equipment.Sincerely,Barbara *. V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

[redacted] [redacted] [redacted] [redacted]
Still no refund. I Did contact company again.what governments agency can I contact?

Dear [redacted],In response to the complaint filed by [redacted], please be advised that I pulled our call log for the last thirty days.  There were no calls from any of the numbers on [redacted]'s account.  Our log records all incoming and outgoing calls by phone number, date and...

time.  Whether they are answered or not, the record is in our log.I spoke to [redacted] on March 12.  I told her I would split what was paid for the annual fee.  Since she said they are unable to locate the Medical Alarm, I would refund $179.70 and keep $179.70 for the lost unit fee.  However, we do have a signed agreement and didn't have to make this settlement.  Upon receipt of the fall detection button, I will process a refund for half of the payment.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 that I have made the necessary corrections on the account and the automatic debit should be fixed.  The system will automatically take the payments that are owed and then continue to debit monthly for invoices...

generated.  I am sorry this was an issue.  I am unsure who didn't follow through all the way with the auto debit information, but it was our fault.I have notified our Collection Department to remove you from all calls lists and to put you on the Do Not Call List since this was our error and not yours.  If there is anything further I can do, 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. I spoke with her about a week and a half ago and so far have not received any further notices from Medical Alert. Hopefully the situation is taken care of. 
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. I apologize for any inconvenience that this has caused any one. I have learned a grave lesson and that is not to allow every one into my account automatically. Thank you all for responding to my request. Merry Christmas! 
Regards,
[redacted]

Dear [redacted],I am not sure what [redacted] doesn't understand.  The $119.97 she is asking about is part of the $199.87 that was disputed and returned to her.  We owe [redacted] nothing.  Everything she disputed was returned to her.  The $199.87 included two payments of $39.95 and one for $119.97.  Since she filed a dispute with the credit card company her refund by them is out of our hands.  She rejected my response over something Medial Alert has no control of.If there are any further questions, please do not hesitate to contact my office.Sincerely,Barbara ** V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

From: [redacted] <[redacted]@[redacted].com>Date: Thu, Jan 11, 2018 at 9:43 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 <[email protected]>Thanks for helping, but the company put...

my money back in my bank account yesterday. I told them I was going to turn them over to you, they now have credited my account.  thanks again   [redacted]

Dear [redacted],
In response to the complaint filed by [redacted],
please be advised that I spoke to her caregiver on Friday, February 13, 2015. I emailed a return label to [redacted] and advised the caregiver that
I would process a refund when the unit is returned.
I am sorry that the unit...

didn't work for [redacted] when the button was pushed. I am not sure why it didn't work; we seldom have any problems with this
equipment.
If I can be of any further assistance, or if there are any additional questions, please don't hesitate to contact my office.
Sincerely,
Barbara *. V[redacted]

Dear [redacted],
In response to the complaint filed by [redacted]'s daughter, please be advised that I pulled the call and sent it to [redacted]'s daughter. This was sent to her because she stated they were never told to send the equipment back. Not only did the Agent tell her to return the...

equipment and provided her the address, the signed Agreement with [redacted] states that if the equipment is not returned, there is a $350 Lost Unit Fee charged. They chose to discard the equipment.
Our Agent was nothing but concerned and didn't harass [redacted] or her daughter. His concern was that should [redacted] have an accident in the shower, she would be unable to reach her phone.
I am sorry they feel he harassed her, and I have provided the recording should you wish to listen to it. Our Agent spoke to [redacted]'s daughter, not [redacted] and there were no high pressure sales tactics used. It is our desire to protect the Senior Community not to harass them. We realize it is entirely up to [redacted] and her daughter how they choose protection for [redacted].
We just hope that the protection they have chosen is exactly what is needed when needed.
I am sorry that [redacted] and her daughter felt harassed. If there is anything further I can do or if there are additional questions, please do not 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 the account has been canceled.  As far as the March invoice, he was contacted for payment on, I have credited that invoice so he should receive no further calls.  I don't think [redacted] understands that...

the equipment is rented and that is why there was additional money collected.  This would be no different than having a car or some other object leased and not using it.  The payments are still due. I am sorry that [redacted] feels we care only about the money.  That is absolutely not true.  When [redacted] pressed the emergency button, we responded and sent Medical Assistance.  That is what we are here for.  The monitoring is not disconnected until the equipment is in our hands due to liability issues.  Since the Monitoring cannot be canceled, we continue to pay for that service.If [redacted] has 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

[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 signature is not mine.  I did ask the company to bill me and not automatically charge my credit card.  I have returned their equipment.  My thanks to Revdex.com.  
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.  Please credit the same credit card information you have on file for Mrs. Joan Foster and we would like a letter or note stating she is NO LONGER involved in our services.  She should hereafter be off of your records for any type of service or billing.
Regards,
Tara B[redacted] [redacted]

Dar [redacted],In response to the complaint filed by [redacted], please be advised that she is correct and a refund was not done.  The case was in the account, but it wasn't followed through on.  I processed the refund today back to her Credit Card ending in [redacted].  She should see that...

credit in three to five days. The amount of the credit is $149.75.Please apologize to [redacted] for me, this shouldn't have happened.  If there is anything further I can do, or should you have 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 had the pleasure of speaking with her today.  I have located her payment and had it moved from the account it was posted to, to her account.  I emailed her a copy of the paid invoice.  I apologize for this error and that it wasn't handled immediately.If there is anything further I can do, or should there be 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], please be advised that I listened to the call between Scott and [redacted].  [redacted] did agree to the $209.94 debit.  However, I believe she was confused and said after the payment was put through that she wasn't able to pay...

that amount.  Scott told her that he would handle it first thing in the morning and would call her around 9:00 a.m. her time.  She called back the next day prior to him being able to call her, and canceled because she had a problem getting through to Scott.I listened to her call to cancel and am sorry she feels she had a bad experience. She was upset because she was on hold for ten minutes.  It was explained to her that the phones were busy due to it being the day after the holiday and Scott and the Customer Care Agent both apologized for her hold time. I am sorry she had a problem getting through to Scott and I am sorry she feels that the Company is a scam. She asked Scott when she would get her refund and he told her that she would have to contact our Billing Department to find out when she would get her refund.  She hung up from Scott and must have sent the Complaint in right away, she never called the Billing Department about her refund.  The refund was processed back to her account on the 7th, which was the day after her cancellation.I hope, with the issues she mentioned she has, that she does get some type of protection.  Our concern is the safety of our seniors.  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 I have called and left two messages for [redacted] to call me back. He has not done so. I agree, in part, with [redacted]. However, we don't have the equipment as returned and until we do, we can't discuss or...

issue a refund.
If [redacted] would return the equipment, and advise of the tracking number, I am sure we can resolve this issue. Had [redacted] returned my call, this complaint would be resolved.
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 J. V** A[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

Dear [redacted],
In response to the rejection regarding the return of the Medical Alarm, after [redacted] supplied the tracking number, we were able to locate the equipment. I contacted [redacted] and advised that I did locate the unit and the refund was being issued today less the shipping which is not refundable.
If there is anything further I can do, or should you have any questions, please contact my office.
Sincerely,
Barbara J. V** A[redacted]
Connect America/Medical Alert