Connect America

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that I processed his refund today, back to his [redacted] Card. Please extend my apologies for this delay. He should see the credit in a few days.
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
Connect America/Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that the refund for $34.95 was processed back to the credit card on file yesterday. He should be able to see this credit on his account in a couple of days.
Please apologize to [redacted] for the length of...

time it took for the refund to be processed. It shouldn't have taken as long as it did. It appears that the request for a refund was put into the system several times. I am not quite sure what the hold up was, but I am very sorry this 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 Manager
Connect America/Medical Alert

Dear [redacted]
In response to the complaint filed by [redacted] please extend our apologies. After looking at the account, it appears that for some reason one of the Medical Alarm Units was not
marked as returned. I 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 happened. She will not hear from us again regarding this account.
Sincerely,
Barbara J. [redacted]
Customer Resolution Manager
Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted],
please be advised that the refund for $29.95 should be sent out no later than Monday, April 14.
The refund was approved and I really don't know why the check was never printed and sent. I apologize for that.
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 J. [redacted]
Customer Resolution Manager
Medical Alert

[redacted]Dec 18 (3 days ago)to me Yes we received a partial refund but not the amount we were told we would receive.   Thanks for following up [redacted]

Dear [redacted],
In response to the complaint filed by [redacted], please be advised, the Medical Alarm was not received here until July 18, 2014. The unit was sent to them in December. Therefore, they didn't return it right away, which is exactly what should have been done.
When the unit...

was ordered by [redacted], he was advised that he was responsible for the first three months and he could cancel at anytime. However, in order to cancel the account, the equipment needed to be returned to our office.
I understand the financial side of this for the [redacted]'s, but would like to know why they held onto the unit for so long. We are much like the cable company. If you order cable and never use your television, you still have to pay because you have their equipment.
I will credit off the balance owed, but there would be no refund to the [redacted]'s. In reality, they owe $59.90 for the second and third month.
Had they contacted us at anytime, we would have been able to help them get this matter taken care of. We were never able to reach them, and they never called us regarding this matter.
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 Resolution Manager
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.

From: [redacted] and [redacted] <[redacted]>Date: Sun, Jul 26, 2015 at 10:46 AMSubject: Connect America complaintTo: "[redacted]" <[redacted]>I tried to log in and say thank you for settling this for us but could not find the correct form.Thank you for handling this.[redacted]Sent from my [redacted]

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that a refund on check #[redacted] was mailed. However, it is marked void in our system so I believe that payment was stopped on this check due to it not being received. A new check #[redacted] was issued and mailed on...

December 9, 2015.
I hope that this will resolve this complaint. If [redacted] has not yet received her refund, please ask her to contact me. She can call me at ###-###-####, Ext. [redacted].
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 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 somewhat satisfactory to me. However I want it to be known I cancelled this product and it had never been activated so therefore services were never rendered for the $548.60 my bank account was charged. This has been a very unpleasant experience.
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]

In response to the complaint filed by [redacted]'s daughter, please be advised that I called [redacted] and advised that I listened to the recording and she was never told of a full refund if she returned the unit. I am also attaching the advertisement she answered. There is no mention of a...

full refund on that advertisement either.When I spoke to [redacted] on May 21, 2015, advised her that the refund less the three month minimum had already been issued on May 20 via a check in the amount of $209.65 on our check number [redacted]. At the time I spoke with her I told her in order to make her happy, I would issue a refund for the balance of $89.85. That refund was issued, as promised on May 21, 2015 on our check number [redacted],
Had [redacted]'s daughter provided a telephone number where she could have been reached, I would have contacted her instead.
I am providing a copy of the Advertisement and the sales call. In the sales call, you will note that [redacted] is told about the 90 day minimum and is also advised that if she returns it she would be refunded less that minimum.
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  
Customer Resolutions Manager Medical Alert

Dear [redacted],
As stated in my answer to the complaint, everything has been refunded to this account. The $384.95 was for the $350 plus $34.95 for the month of September. The total refund reflects $384.95 plus 34.95 twice. The total refund was 454.85. I am not sure what [redacted] didn't understand in the answer to the complaint, but her grandmother was charged only once for the lost unit fee.
I am sorry if my initial answer was confusing, but all money paid has been refunded and the account is now closed with a zero balance.
If there is anything further I can do, please don't 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.  No charges were made from my mother's bank account and they agreed to cancel her order.
Regards,
[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 Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
I did not agree to a year's services!  I agreed to August - Feb 2014.  I told [redacted]  that she needed to send me the information(billing)  and I would let her know about what I decided.  At this point I want to cancel imediately because I am very dissatisfied with their customer service and billing.  (They charged me for an entire year after the first six month was over- not authorized.)
I have paid for services up until Feb.  2014, I am willing to pay for March, April and May.  I need to be reimbursed for all the added months billed.
I have also read complaints that state that Connect America/ [redacted]  say they do not receive returned devices and charge the customer with equipment prices after they have been  returned, so I will be returning the  equipment by certified mail.  This has been a very stressful process and I want to end my business dealings with this company!
I want an invoice reflecting the revised bill. AND my credit card credited with the unauthorized charges.Regards,[redacted]

I purchase goods and services online very often and I have never had an interaction with a company that was this frustrating, deceptive and rude...and at a very difficult time for my family.
I purchased the Medical Alert system, after researching several systems, because my mom's terminal cancer diagnosis. Due to her short prognosis, I did not sign up for, nor agree to, any contract. She died more suddenly than anyone expected - less than a month after starting the service. I called Medial Alert within a few days of her passing and was subjected to up to 50 mins on hold several times until I finally spoke to an agent and was told that I can't cancel the account until the unit was returned.
The two issues with this were: A) It was explained to me by the initial sales rep that the price I paid up front ($138.35) included the hardware and B) My mother's house was not accessible for months after her death, due to concerns of another family member wrongfully accessing the house.
I explained this to the agent, who quickly became rude and told me that there is no way to cancel the account (and the payments) until the equipment is returned. I was shocked that a company could be so callous and shady at such a difficult time. As luck would have it, my bank changed over to "chipped" credit cards, making the card on my Medical Alert account invalid.
So, now it's been 9 months, the equipment was returned a couple months after her death, and as per their return process, and I am still getting multiple calls a day and up to three letters a week saying that I owe them $119.85.
Unbelievable.
Of course, there is no online account to cancel or view, no written information about the terms of the sales agreement, no detailed statements...and the reps that call you have little or no info on the account. They just pressure you to pay up.
Nice little reminder of the painful loss of a family member...and of an ill-advised purchase.
I hope anyone reading this can learn from my mistake and never use this company. You will save yourself much unnecessary stress and frustration.

Dear [redacted],
In response to the complaint filed by [redacted] for [redacted], please extend my apologies to them. The equipment was received on January 26, 2015. The agent who spoke to [redacted] should have told her that she should return the unit and obtain a tracking...

number.
However, as I stated, we do have the equipment. The invoice that was sent has been credited, and
I have requested that the Cancellation Department
cancel this account immediately.
I am sorry that this problem has gone this far.
If there is anything further I can do, or if there are additional questions, please contact my office.
Sincerely,
Barbara ** V[redacted]
Customer Resolutions Manager

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that a refund has been processed back to her account. As far as [redacted] and Connect America not having anything to do with each other. That is entirely false. The issue here was that [redacted]...

couldn't provide the equipment that worked with [redacted]'s telephone service. They requested Connect America to take the account since our equipment would work with her phone service. [redacted] should have had this all cleared with [redacted]. We receive accounts from [redacted] all of the time, and have never had this issue before. I am not sure where the breakdown happened, but I believe that the Sales Rep for [redacted] didn't follow through with [redacted] and update her as to what was being done.
In any case, the account is canceled and the refund has been issued.
If there is anything further we can do, 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

Fortunately I've not had to use these services this year. However, when I test
the units everything works out well.

Dear [redacted],
In response to [redacted]'s second rejection, please be advised as I said in the previous answer we received absolutely nothing as far as any payments are concerned. We will not refund [redacted] the return shipping. It has already cost us enough money preparing and sending the unit to him, at his son's request.
I have attached a copy of the unsigned Monitoring Agreement as [redacted] has requested.
If he wishes to contact the Attorney General, that is his prerogative. That will not change the fact the our expense to ship out the unit and prepare it for him far surpasses the money he paid to return the unit. Therefore, we will not refund the money he paid to ship the unit back.
If there is anything further I can do, or should you have any questions, please do not hesitate to contact my office.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions Manager
Connect America/Medical Alert