Connect America

Dear [redacted],In response to the complaint filed by [redacted] for billings to the now deceased [redacted], please be advised that I have looked into this issue.  The unit was received and canceled, however, the Alert 911 was not marked as returned.  After investigating, I found a...

notation that [redacted] never received the Alert 911.  I have credited the payments made for that item and credited all but one month of the last payment made.  The money was not refunded because one of the Agents charged this customer for the Lost Unit Fee for the A911.  I contacted [redacted] and explained everything that occurred.  I also advised that I have issued credits and we are sending him a check for $269.75.I am sorry that this happened. I apologized to [redacted] for this problem.  It is now take care of and the account is closed with a zero balance.  There should be no further calls to the Emerson's.  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

From: Pat<[redacted]@[redacted].net>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 <[email protected]>Hi,This complaint was resolved...

satisfactorily once the company received this complaint. Please mark your records accordingly.Thank you, Patricia M[redacted]Sent from my [redacted]

Dear [redacted],In response to the complaint filed by [redacted] regarding the equipment sent to her husband, please let her know that we apologize for their phone number not being put on the DNC List.  I listened to her last call, and Kim indicated to her that she has put the...

phone number on the DNC List so there should be no further calls.Since the call was made by one of our partners, we will be refunding in full.  However, the total money charged was $214.94, not $279.98 as [redacted] indicated.  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], please express my sincerest apologies to him for the way he was treated.  I have forwarded the call recording where the Agent stated it was not "rocket science" to her Manager and to the COO of our company. I was appalled...

that anyone would speak to a customer in that manor.  In reference to the Protection Plan, I have refunded that $15.00.  The $15.00 is being refunded to [redacted] via a check which was cut and will go out either tomorrow or early next week.  I have credited the December invoice for $40.99 and refunded the November Invoice.  Since you were told by the David to discard that invoice, I don't feel that you should be responsible for it.Again, please accept my apologies for the way you were treated.  If 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

[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] regarding [redacted], please be advised that I have just listened to the call between our Sales Rep and [redacted].  [redacted] called us and ordered the Medical Alarm.  She was very clear on what she...

wanted and also clear as to who her back-ups would be.  The unit was sent out to [redacted] and delivered to  her residence on March 4, 2017 at 2:57 PM.  The agreement she signed on August 28, 2017, clearly states that she was signing for the Medical Alert equipment.  It also appears that [redacted] knew exactly what she was doing as she provided quite a bit of additional information.The equipment was not returned, and there is a charge for the equipment as explained on the attached contract. I will deduct the charge for the Medical Alarm and the Fall detection button from the 2018 payment and refund the balance.  This has nothing to do with Medical Alert not having compassion for the elderly.  I can assure you, we are very compassionate, but like any other business, cannot just write off expenses such as equipment whenever it is lost.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 ManagerConnect America/Medical Alert

Dear [redacted],In response to the complaint filed by the above customer, please be advised that [redacted]'s son ordered the Medical Alarm for him.  Authorization to charge the account was given by [redacted]'s son.  Until the equipment is returned to us, there will be no refund....

Charges for monthly rental will continue to be billed until [redacted] returns the unit.  We do not pick up our equipment.  I suggest that [redacted] return the equipment at his earliest convenience.  The shipping charge [redacted] is referring to was never charged.  The equipment needs to be sent to: Medical Alert, [redacted], Broomall, PA [redacted].[redacted] should make sure he returns the equipment via a carrier that will provide a tracking number.  UPS, Federal Express and the Post Office will all provide a tracking number.  The package should be insured for $350, which is the value of the equipment.If I can be of further assistance, or if there are any additional questions,  please do not hesitate to contact my office.Sincerely,Barbara ** V[redacted]Customer Resolutions ManagerMedical Alert

Dear [redacted], In response to the Rejection filed by [redacted], please be advised that first of all I sugar coated nothing.  I deal strictly with facts.  Secondly, the complaint was filed on 2/12/18.  This was the same day the equipment was sent to Medical Alarm. Per the tracking, we received it on 2/19/18.  The money was owed to us for services rendered. The equipment sent in a signal on February 6, 2018.  We have a signed agreement that clearly states the equipment is billed until it is returned.  I don't know of any company that would forgive debit due because a threat of elder abuse.  I don't know why there would be any calls now, since the billing on the account is dated 2/13/18.  That invoice will be credited.  I will be canceling the account today.I do question how the shipping charge could go from $30 to $35?  Even if I wanted to pay this charge for shipping, it couldn't be done without a copy of the receipt, especially since [redacted] isn't sure how much the charges were.If there are any further questions, or should I be of any 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 rejection from [redacted], please be advised that the refund will be $32.95 x 13 months for a total of $428.35.  This money will be refunded back to her credit card today.  She should see the credit in approximately 3 - 5 days.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

Dear Ms. [redacted],In response to the complaint filed by Ms. [redacted], please see the attached agreement.  The agreement states that the equipment is billed until it is returned.  Ms. [redacted] called us on March 25 to cancel.  At that time she was given return instructions.  The device...

should have been returned then.  It was not.  We didn't receive the equipment until August 12, 2016.  Ms. [redacted] is entitled to a refund for the month of August, but not the previous months.  Had she returned the unit when she called to cancel, this would not be an issue.I will process the refund for the month of August, 2016, for $42.95.  I  apologize if Ms. [redacted] didn't understand that she was billed until the equipment was returned, but if she will look at the Agreement she signed, she will see in Paragraph 4 that the equipment is billed until it is returned.If you should have 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

[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 Ms. [redacted],   In response to the complaint filed by Ms. [redacted], please be advised that Ms. [redacted] signed our agreement giving us permission to debit her account for the Medical Alert Equipment.  There was no question when the debit was done in 2016, and I am not sure why it is...

being questioned now. Had she not wanted us to debit the card we had on file, she needed to notify us.   I am sorry she is upset, but the equipment is billed until it is returned.  I am attaching a copy of the signed agreement.  Also, if Ms. [redacted] has a tracking number, she can contact me at [redacted], and I can watch for the equipment’s return.  That way I can get the account canceled and a refund issued as soon as possible.    If there are any additional questions, or if I can be of further assistance, please don’t hesitate to contact my office.   Sincerely, Barbara *. [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear [redacted],In response to the complaint filed by [redacted] [redacted], please be advised that my Associate, Susan, spoke to [redacted] on June 27.  She advised her that the refund she requested was processed on June 24, 2016.  [redacted] told Susan that she tried to call and cancel the...

complaint was advised that she wasn't able to do so as it had to go through all of the proper channels. 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

Dear [redacted],
In response to the complaint filed by [redacted] on behalf of her mother [redacted], please be advised that my associate spoke to [redacted] and informed her that we have not had a signal since April 23rd. This does not mean the system wasn't working, it only means that...

[redacted] had not tested her system during that period of time. I am attaching a copy of the signed agreement that indicates the system is to be tested weekly.
We offered a credit of three months instead of the initial two months that was offered. Susan, my associate spoke to [redacted] and apologized that her mother had fallen. She at that time apologized for the poor customer service.
We are sorry that this situation occurred, but it is imperative that these systems be tested, at the very lease, once a month.
If you have 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 Manager
Connect America/Medical Alert

WE HAVE BEEN UNHAPPY WITH CONNECT AMERICA FOR A YEAR NOW. WE ORDERED THIS SERVICE ON 18 MARCH AND WERE TRICKED INTO SIGNING UP FOR A SIX-MONTH PLAN. I WAS TRYING TO GET THE SERVICE FOR MY DAD WHO IS ELDERLY AND HAD BEEN SICK. WE REALIZED THE SERVICE ISN'T WHAT WE WANTED THE SAME DAY, 18 MARCH, AND CALLED BACK TO CANCEL, AND THEY TOLD US WE WERE STUCK FOR THE SIX MONTH PERIOD. THEY DON'T OFFER EVERYTHING OTHER COMPANIES DO FOR THE SAME PRICE. ON 2 SEPTEMBER, WE WERE BILLED AGAIN, NOT FOR A MONTH, BUT FOR ANOTHER SIX MONTHS. THEY DIDN'T CALL US OR ASK US IF WE WANTED TO RENEW, THEY DIDN'T CHECK TO SEE IF WE CHANGED OUR MIND, NOTHING. IF YOU NOTICE, WE WERE BILLED 2 WEEKS EARLY! I TRIED TO GET THEM TO GIVE US OUR MONEY BACK BY CALLING, EMAILING, AND GETTING THE RUN AROUND, BECAUSE WE MADE IT CLEAR WE DIDN'T WANT THE SERVICE, AND THEY FOUGHT ME MULTIPLE TIMES. THEY INSISTED THERE WAS NOTHING THEY COULD DO. I TRIED FIGHTING WITH THE Revdex.com AND DISPUTING MY CREDIT CARD, AND LOST IN BOTH CASES. I FINALLY DECIDED TO STOP MY CREDIT CARD FROM BEING CHARGED AGAIN AND MAILED THE EQUIPMENT BACK WITH A TRACKING NUMBER AND INSURANCE, KEPT PICTURES ON 16 FEBRUARY. USPS SHOWS THEY RECEIVED IT 23 FEBRUARY; YET ON 7 MARCH AND AGAIN TODAY, 11 MARCH, CONNECT AMERICA IS STILL TRYING TO CHARGE MY CREDIT CARD AGAIN ANOTHER $239! FORTUNATELY MY CREDIT CARD COMPANY IS DECLINING THE PURCHASE BASED ON MY ALERTING THEM THIS WOULD HAPPEN. THIS COMPANY IS A SCAM, AND I'M GLAD WE REALIZED IT BEFORE THEY TOOK ANOTHER PAYMENT FROM US. THEY ARE CALLING ME REPEATEDLY TRYING TO GET ME TO LET THEM CHARGE MY CREDIT CARD AGAIN. EVEN IF WE WAS TO RENEW MY SERVICE, IT'S NOT DUE FOR ANOTHER WEEK, THREE WEEKS IF YOU WANT TO COUNT THE TIME THEY OWE ME FROM CHARGING ME TWO WEEKS EARLY IN SEPTEMBER. WE WERE SUPPOSED TO RECEIVE A CREDIT FOR RETURNING THE EQUIPMENT PRIOR TO THE DATE I PAID THROUGH FOR SERVICE WHICH SHOULD BE 18 MARCH...THEY RECEIVED IT 23 FEBRUARY. WE HAVE RECEIVED NO CREDIT, AND THEY ARE SAYING THEY HAVEN'T RECEIVED THE EQUIPMENT. THIS IS A LONG BATTLE, BUT WE WILL GET IT RESOLVED BECAUSE WE WILL NOT STOP UNTIL WE GET TREATMENT WE DESERVE. BOTH MY DAD AND I ARE VETERANS OF THIS COUNTRY, AND EXPECT BETTER TREATMENT!!

Dear [redacted],
In response to the complaint filed by [redacted],
we still don't have the equipment logged in as received. Per the notes, the unit was returned USPS not [redacted]. Also, the tracking number provided is a USPS tracking number. I tried the tracking number, but it is too old to track...

as USPS doesn't hold onto that information very long.
I will have the account canceled. I have no idea why Djuna didn't call [redacted] back. That should never happen. I will credit the invoice for $359.40. That should close out the account with a zero balance.
Please apologize to [redacted] for me. Hopefully, this will put a close to this matter.
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

[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. 
This business responded to my complaint and quickly and kindly resolved the issue. I would do business with this company in the future. 
Regards,
[redacted]

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that I have checked into this situation. There was an invoice on the account that should never have been printed. The invoice had an associated credit that was never applied to the invoice. I applied the...

credit to the invoice and now the account is closed with a zero balance.
Please apologize to [redacted] for our error. Someone should have picked up on this, but no one did. 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. 
Regards,
[redacted]