Connect America

Dear [redacted],
In response to the rejection on the complaint regarding the refund for [redacted], I wanted you to know that I called [redacted] upon receipt of this Rejection.
This issue was totally my fault. I did the refund, but never processed it through. There was a problem with the initial refund check as it has the wrong address on it. That check had to be voided and a new check had to be issued.
I processed the refund today and it is being sent overnight to [redacted]. I am truly sorry that I made this error.
If there is anything further I can do, or should you have any questions, please don't hesitate to contact my office.
Sincerely,
Barbara J. 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]

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that I have processed a refund for the money that was debited and shouldn't have been. This was an error on the Agent's part.
I also offered to pay the overdraft fee incurred by [redacted], but advised...

him that I would need something from the bank showing we caused that fee. This is needed for the Finance Department so they have back-up for a check they would write. [redacted] told me that he doesn't want to be bothered with us anymore and to just issue the refund. I am sorry he is out the overdraft money, but without back-up Finance will not cut a check.
If there is anything further I 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/Connect America

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that this account was sold by our Dealer, Medical Guardian. I have contacted them and they emailed a return label, this morning,to [redacted] at the email address listed in the complaint.
Once the unit is returned, I will process a refund for the $329.45 that was debited from [redacted]'s credit card. I have called and left a message for [redacted] to call me so that I could provide this information. However, my call has not been returned as of this writing.
If there is anything further I can do, or if there are any questions, please don't hesitate to contact my office.
Sincerely,
Barbara *. V[redacted]
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]

I trid calling them been on hold for an hour when someone dose answer there very rude

The equipment was returned 2 months ago and we were told you received it two days after we sent it; We were also told we would no longer be receiving bills but have been. When calling no one will now take my call. They hang up on me . Please resolve this immediately. I have spoken with Nichole W[redacted] who now states when picking the call she is disconnecting the call because I am not responding. This is not true and there is no problem with my phone since I had it checked out. Carla Id# 01644963 is the person who told me the equipment was received and we did not owe anything.

[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 don't agree with respondent, but will dr o p the matter.
Regards,
[redacted]

I did not have to use mine this last year. My children were all very happy that I have it. I live alone and although I am healthy, it is a good "insurance" to have.

Dear [redacted],
In response to this rejection, please be advised that we were advised by [redacted] that both units were returned to us. When I checked the Central Station, I saw that the Medical Alarm was not returned. As of 3/11/16, the unit was still plugged in and being monitored. The device that was not returned, was plugged into the telephone line. Perhaps it was assumed that this device was an answering machine with an emergency button on it.
I received a voice mail from Robin this morning and sent her, via email, a return label. She indicated that she would ship the unit out tomorrow. Even though all equipment is billed until it is returned, I credited off the balance for the March invoice on this account. I am sorry that there was a misunderstanding regarding what equipment needed to be returned.
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 *. 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]
Yes, I will return the unit when I get  back to [redacted].  Thank you very much.

Dear [redacted],
In response to the complaint filed by the above customer, please be advised that one of our Agents called [redacted] and has given him her direct information so in the event he needs to speak with the office, he can contact her and she will handle anything he needs to have...

done.
I apologize that [redacted] had to go so far as to contact you in order to have this issue resolved. I do know that our Billing Department has been swamped with an unusual amount of calls this past week, but that is not the Customer's problem, that is our problem. I am sorry that no one got back to him.
Please also make sure that [redacted] has my information as well. If he is unable to reach Tina, he can call me at ###-###-####, ext. [redacted]. I am not always on the phones, but I do check my voicemail and he will get a return call.
If I can be of any further assistance, or if there are any further questions, please don't hesitate to contact my office.
Sincerely, [redacted]
Customer Resolution Manager
Medical Alert

My mother had medical alert equipment rented from this company for three yrs. She became bed ridden so we mailed the equipment back on May 1st. She had paid for a yr. in advance. Mom has now passed and I am waiting for a refund. It has been 60 days. Every time I call I get a different answer. They owe us $265.

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that I have credited the $120 off of her account. That charge was for the monthly payment on the Fall Detection Button we didn't have marked as returned. I had that portion of the account canceled and now the...

account is closed with a zero balance.
[redacted] mentioned a refund because she returned the equipment early. However, when she signed up, she got the last two months free. Those months were February and March. We received the unit the end of January. Therefore, there would be no refund.
If I can be of any further 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

[redacted].netNov 19 (4 days ago)to me   I recieved my refund via [redacted] this afternoon.  Thank you for your time in this matter.  [redacted]

Dear [redacted],
In response to the complaint filed by [redacted] for his Mother, please be advised that a refund check for $239.40 was issued yesterday and sent [redacted] Overnight - Tracking #[redacted]. The check should be delivered today.
Please apologize to [redacted] for me. I don't...

know why the Agent didn't escalate the refund, but he should have done that.
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 be advised that his Mother's account is canceled. The problem was that there were a couple of outstanding invoices on the account. Since [redacted] is now deceased, I credited these balances off of the account. I...

believe that [redacted] will receive no further invoices from this date forward.
If he does run into a problem, please ask him to contact me at [redacted], Ext. [redacted].
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 my apologies to her for the delay in processing her refund.
We have processed her refund back to the credit card on October 15, 2015, in the amount of $174.75. She should see this credit in a couple of...

days.
If there is anything further I can do, or if there are any questions, please don't hesitate to contact my office.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions Manager
Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted], please let him know that we do not make robo calls. All of our leads are from referrals, call-ins and calls made by us to prospective customers who have sent in a postcard indicating their interest in our product.
This problem...

has been going on for over a year, probably closer to a year and a half. The company making the Robo Calls is [redacted], not Connect America/Medical Alert.
I am attaching to FCC articles and our press release that was posted in the major newspapers throughout the United States, when this first started.
I am sorry that [redacted] is having this issue, but rest assured, it is not Medical Alert making these calls.
Sincerely,
Barbara J. V** A[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

Had trouble getting started , but everything is fine now. The first unit would not receive a signal. An upgraded unit was then provided and is doing fine now. Thank you.