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[redacted] @ [redacted] .netNov (days ago)to me I recieved my refund via [redacted] this afternoon Thank you for your time in this matter [redacted] ***

Really haven't had to use medical alert, so far and guess that's one positive thing, but it is there if I need itStaff has been a pleasure to work with signing up

Dear [redacted] , In response to the complaint filed by [redacted] ***, please be advised that I have issued a refund for the additional $I have also instructed our Billing Department to take this into consideration when refunding an account I apologize to [redacted] for this problemThe refund will appear on his credit card within the next couple of days If I can be of any further assistance, or if there are additional questions, please do not hesitate to contact my office Sincerely, Barbara *V [redacted] Customer Resolution Manger Medical Alert

Dear [redacted] ***,First off, please let me extend my sympathies to ** [redacted] for the loss of his Father Secondly, let me apologize that the cancellation was not done immediately I have checked the account, and it is canceled with a zero balance I wish someone would have put the calls regarding this account through to me I certainly would have handled it immediately I did try to call ** [redacted] to apologize, but the phone just rang and rang with no answering machine to pick up.If there is anything further I can to, 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 [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] 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 to August , 2017, to try to compensate for the problems we caused herI have requested that a $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*** If there are any questions or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara [redacted] V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted] ***, Regarding the complaint filed by [redacted] ***, he is correct in stating that he didn't order directly from Medical AlertHowever, he did order through [redacted] who, in turn, sent the order to us Unfortunately, since [redacted] disputed the charge, we are unable to refund anything until the Credit Card Company settles the disputeAt this point, we have not received any money back from themAnytime a credit card charge is disputed and we file a dispute against it, the credit card company needs to return the money to usThat hasn't happened, and once it does, until they notify us that the case is closed, we are not able to refund anythingThat, unfortunately, is their rule not ours Once everything is resolved, the refund will be $The $was for expedited shipping and shipping is not refundable I am sorry I am unable to accommodate [redacted] at this point in time, but as I indicated, the timeline rests with the credit card company Sincerely, Barbara *V [redacted] Customer Resolutions Manager Medical Alert

Dear [redacted] In response to the complaint filed by [redacted] please extend our apologiesAfter looking at the account, it appears that for some reason one of the Medical Alarm Units was not marked as returnedI wish I could tell you what happened, but unfortunately, I am unable to do so as I have no idea The account is canceled now, the unit that was not marked as returned is now marked canceled All money has been credited off the account, leaving it with a zero balance Again, I apologize to [redacted] , this shouldn't have happenedShe will not hear from us again regarding this account Sincerely, Barbara J [redacted] Customer Resolution Manager Medical Alert

Dear Ms [redacted] , In response to the complaint filed by Ms [redacted] , it is not our policy to supply return labels for the return of the equipmentThis is the responsibility of the customerI read the notes in the system and the only conversation held regarding a return label was when we tried to give her return instructions and she said she wasn't going to take them because we needed to send her a labelAt that time she was advised we don't supply return labelsThis conversation was held on January Therefore, she would owe for January, according to our signed agreements with her In reference to the $increase, she spoke to one of our Agents and was advised that we would remove the $increase chargeThat conversation was held on December We did not have to call Ms [redacted] to make sure her system was working wellThe system tested in as it was supposed to, so we knew the system was working properlyThe machine was not years old; it was new when we sent it to her Ms [redacted] did not pay for the machine, therefore, we don't owe her any money for the machineThe label on the machine clearly states that the machine is our propertyAlso, the agreements for both the Medical Alarm and the Alert state that the equipment is ours and is billed until it is returned I will send her a return label, but she will need to pay for the month of JanuaryThat amount is $When she returns both the Medical Alarm and the Alert 911, the account will be canceled If there is anything further I can do, or if you have any questions, please don't hesitate to contact my office Sincerely, Barbara JV [redacted] Customer Resolutions Manager Medical Alert

Excellent customer service Very prompt, courteous and knowledgeable of our personal situation

Dear [redacted] In response to the complaint filed by [redacted] , please be advised that I have spoken to [redacted] and have made sure the account is cleared with a zero balance I am also having the account canceled in full Please apologize to [redacted] for the problems he encountered If there are any questions or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara JV [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted] ***,In response to the complaint filed by [redacted] , please be advised that I have looked into this matter and spoken to [redacted] regarding this complaint I went into the account and created a credit for a refund in the amount of $ I spoke to [redacted] and explained the refund total and why it was that amount.I believe this has resolved this issue 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 responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I requested that my credit card number be erased from their system Regards, [redacted]

Dear Ms***,In response to the complaint filed by Ms***, please be advised that Susan, my Associate, called and spoke to Ms*** She now understands that since she disputed the payment with her Credit Card Company, we are unable to touch the account and do a refund until the dispute settlesHer dispute will be settled completely on 10/10/ At that point we will be able to issue her a refund Had she not disputed the charges, this would have been resolved right away.If you have any questions, or if I can of further assistance, please don't hesitate to contact my office.Sincerely,Barbara JV [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 accountI have also contacted the Collection Department to remove this account from any Collection Lists and Call ListsIt 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 [redacted] V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

This business truly saved my life or I would not be typing this right now It happened several months ago I went into respiratory arrest and passed out I DID, however press the button--thank GOD I woke up in the emergency department, and spent several days in intensive care

Dear [redacted] ***, In response to the complaint filed by [redacted] , please be advised that I have contacted the Department that handles the Gift CardsI have been assured that the Gift Card will be sent out today If [redacted] does not receive the Gift Card within the next week, please have her contact me directlyI can be reached at ###-###-####, Ext*** Please extend my apologies to [redacted] If there are any questions, or if I can be of additional assistance, please contact my office Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear [redacted] ***,In response to the complaint filed by [redacted] , please be advised, [redacted] is correct n stating that the account should have been canceled and the balance credited I did both today, and requested that this account be added to our Collection Do Not Call List I am sorry this was such a problem, it shouldn't have been The account is now closed with a zero balance.Please extend my apologies to [redacted] , I am very sorry this happened If there are any additional questions or if I can be of further assistance, please contact my office I have left my name and number on a voicemail to [redacted] in the event she would like to speak with me.Sincerely,Barbara [redacted] V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

Dear ** [redacted] , In response to the complaint filed by ** [redacted] he is correct in stating that he upgraded to an everywhere serviceThis is where the problem beganWhen he was sent the Mobile Alert on 1/23/14, we had enclosed a return label for the Medical Alarm** [redacted] never returned the Medical Alarm On March 4, ** [redacted] was promised a return label would be sent to him, not a box, but simply a labelThe label was mailed to him that day As it stands now, ** [redacted] has two of our units that need to be returned before we can cancel his accountThe original return label has never been used I am sorry he had a problem with the Mobile Alert not picking up his locationIt should have as that is what the are designed to do Please let ** [redacted] know that as soon as we receive both units, we will gladly close his accountAll equipment is billed until it is returned If there are any further questions, or if I can be of additional assistance, please do not hesitate to contact my office Sincerely, [redacted] Customer Resolution Manager Medical Alert

Dear Ms***, In response to the complaint filed by Ms [redacted] , please extend my sympathies for the loss of Ms [redacted] Also, please apologize for the debit that was taken in JulyThe Cancellation Department missed canceling this account and that is why the debit was taken Please let Ms [redacted] know that until the unit is returned, the account cannot be canceledThis is stated in the Agreement Ms [redacted] signedThat is why the account was not canceled when she called in I have put through a request for a refund of $for the Month of June and the $debited in JulyShe should see those refunds shortly Again, please apologize to Ms [redacted] for meIf there is anything further I can do, or should there be any additional questions, please don't hesitate to contact my office Sincerely, Barbara JV [redacted] A [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear [redacted] ***, In response to the complaint filed by Cynthia Bechinski, please be advised that [redacted] signed up for the Medical Alert knowing that if she paid a year, we would only charge her for monthsThat was a sign up offerWhen billing came around again, she called and stated that we agreed not to raise our priceHowever, we didn’t, we billed her $per month for months as the sign up bonus wasn’t valid in the second yearShe insisted that she wanted the same price as the previous yearThat price would be $which again represented the two months freeI am attaching the contract where [redacted] agreed to the $ I don’t understand why she would even inquire about a refund for two months she didn’t pay forThe representative she spoke with who told her there would be a refund was mistakenWe were notified of the trouble with the unit and when we offered assistance, she declined If there are any further questions, or if I can be of any additional assistance, please don’t hesitate to contact my office Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager Connect America/Medical Alert