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. 
Regards,
[redacted]

Dear [redacted],
I am in receipt of the complaint filed by [redacted]. She is absolutely correct about the
debit to her account. It shouldn't have been done, but I was advised the person who did that debit was new and didn't realize he shouldn't have done it.
Although [redacted] called...

in December to cancel, the account cannot be canceled until the unit is here. Therefore, there was a charge for December.
I have credited off that charge due to the problems she encountered and her account is closed with a zero balance. Please extend my
deepest apologies to [redacted].
Unfortunately, it was the mistake made by a new employee that made [redacted] feel that we were trying to take advantage of her. Please let her know that our seniors are very important to us and we do everything in our power to make them feel that way.
If I can be of any further assistance, or if there are any additional questions, please don't hesitate to contact my office.
Sincerely,
[redacted]
Customer Resolution Manager
Medical Alert

THIS COMPANY IS A FRAUD, THEY PREY ON THE ELDERLY AND SEND THEM PHONY BILLS WITH ACCOUNT NUMBERS WHEN SERVICE WAS NEVER SET UP IN THE FIRST PLACE. I HAVE CONTACTED THEM NUMEROUS TIMES TO CEASE AND DESIST FROM SENDING MY ELDERLY FATHER BILLS AND THEY STILL CONTINUE. THEY EVEN TELL ME THAT HE HAS HAD THEIR SERVICE FOR 3 YEARS. I HAVE NEVER DONE BUSINESS WITH THEM AND WANT TO WARN EVERYONE OUT THERE THAT THIS IS A OPPORTUNISTIC COMPANY THAT PREYS ON ELDERLY WHO ARE CONFUSED AND EASILY MANIPULATED.

[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 appreciate the apology from Barbara ** V[redacted].  I wish she had added that more training and supervision  of the Agents at Connect America/Medical Alert is forthcoming.  I never should have had to make multiple phone calls to get our refund.  If I had not, apparently we never would have received that check.
Regards,
[redacted]

Dear [redacted],
In response to the complaint filed by [redacted],
please be advised that I have put through two $29.95 refunds today. [redacted] should see them as credits on his credit card no later than Monday, September 15.
Please apologize to [redacted] for the delay, our
Cancellation...

Department is a few weeks behind and until they enter the cancellation into the system,
we are unable to process the refund.
[redacted] paid $35 for shipping that is not refundable, however, what has been paid for the monthly on the system is refunded.
If I can be of any further assistance, or should there be any additional questions, please do not hesitate to contact my office.
Sincerely,
Barbara *. [redacted] A[redacted]
Customer Resolution Manager
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.   I was very pleased to hear from Barbara (customer service rep.) after I contacted the Revdex.com.   Hopefully everything is resolved as package is on the way back to PA., & I should be reimbursed for shipping costs.     Thank you for your help Revdex.com & Barbara.    I will also have to check my next credit card billing to make sure I'm not charged for any extra months after item was returned.
Regards,
[redacted]

Dear [redacted],
In response to the complaint filed by [redacted] regarding a refund, please be advised that a check for the $149.75 has been cut. The check was printed on March 2 and was mailed last week. In reality, the refund should have been $59.90. However, the suspension was not explained to...

[redacted] as it should have been.
I am sorry for the delay in answering this complaint. 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 Ms. [redacted]:
In response to the rejection of our answer regarding [redacted]'s canceled account, please be advised that I have checked this account and it is canceled with a zero balance.  There are no open invoices and no recurring on this account since its cancellation.  Please let Ms. [redacted]'s daughter know that this has been handled. 
If there are any further issues or if I can be of any additional assistance, please provide Ms. [redacted]'s daughter to contact me directly.  Since there is nothing open on this account, I am sure there will be no further issues.
Sincerely,
Barbara J. V[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

Dear **. [redacted],
In response to the complaint filed by **. [redacted], please find the attached Central Station History for [redacted]’s account. The unit was operating fine. I have no idea how [redacted] decided that the unit wasn’t working. He has not tested it since the unit was...

initially set up.
As the report indicates the unit was working fine and was not unplugged until sometime after July 13.
According to the notes in the system, [redacted] called in on 6/19/14 and said “the system doesn’t work and he refuses to use it”. At that time he was given return instructions. Then on 7/15/14 a call was received that his health is better, and again return instructions were given.
The bottom line, is that the unit was working; [redacted] decided it didn’t work, although he never tested it. It was working, plugged in and being monitored from the time it was activated until sometime after July 13, 2014.
The outstanding balance on the account is $89.85 for June, July and August. The unit is billed until the equipment is received in our office. At this point, the balance owed is June and July. However,I am willing to credit off the balance due if the unit is received timely. If either of the [redacted]’s will provide me with a tracking number, when we receive the unit, I will credit the account. However,if we do not receive the unit until the end of August, the full $89.85 will be due. From the information that was provided by [redacted], the unit is on its way back to our office.
As far as the calls are concerned, they are coming from our dialer which calls all delinquent customers. It doesn’t actually hang up, had **. [redacted] held on for a couple of minutes, he would have spoken to an Agent in the Collections Department. Those calls will end once the account is canceled.
If you have any further questions, or if I can be of additional assistance, please don't hesitate to contact my office.
Sincerely, [redacted]
Customer Resolution Manager
Connect 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  the statement just given by the representative is incorrect and her recording of the conversation apparently does not match my own.  Further, I only had the unit into the month of August because the company failed to send a mailing label when I first called and I had to call again to follow up.  I had to duplicate my efforts each and every step of the way throughout the return process.   I expect the balance of my refund.
Thank you.
Regards,
[redacted]

We used Connect America Medical Alert when my mother needed a monitoring system. I initially called them from my home phone and inquired about their services. I made another call from my mothers house to start the service. Medical alert called my house repeatedly at my house to try to get me to sign up and every time I explained to them that my mother had the service and there was no need to call anymore.This went on the whole time my mother had the service. My mother passed away on March 3 and I called Medical Alert on the 4th and cancelled the service. They sent me a shipping label and I sent the equipment back and it arrived on the 30th of march. I got a call from Medical Alert on the 14th of April wanting me to pay for the equipment and I explained to them that they had it already . On April 22nd I got a bill from Medical Alert for three months of service. This was wrong as they bill ahead and I cancelled service 45 days before. I contacted them and they said I only need to pay one month instead of three. I asked them why I got a bill for three months as they know that I cancelled and they have the equipment already and the operator said she could drop all the charges that I owed. I believe I was being scammed by this business and they were hoping an elderly person would just pay the bill as it was.

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that I have checked into this account. The unit was billed for an annual for February 1, 2015 through January 31, 2016. The unit was returned on April 13, 2015. The charges being billed are for February,...

March and a portion of April. I don't feel that the April prorated charge should have been issued. The date of return was early enough that I don't feel April is due. However, the charges for February and March are valid charges and are due to Medical Alert. That would make the total due $59.90, not $88.21.
If there is a valid reason why [redacted] feels that he doesn't owe for February and March, he is welcome to contact me at ###-###-####, Ext. [redacted].
I cannot send a letter stating that all issues have been resolved when money is still owed on the account.
If I can be of any further assistance, or if there are 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 we have spoken.
I explained how very sensitive the Fall Detection Buttons are. This is what has caused her false alarms. Unfortunately, these types of buttons aren't manufactured for someone with dementia.
Wearing the button to bed is not supposed to happen. She also had false alarms when she was just sitting. These alarms could have been canceled by pressing the button for five seconds. Unfortunately [redacted] cannot remember to do that.
We sent out a new unit for [redacted]. I explained to [redacted] that this might have the same issues. I advised her that if it does have the same issues, she could call me. We would have the unit sent back to us and refund
her in full. I supplied [redacted] with my name and direct numbers.
If there are any additional questions, or if I can be of any further assistance, please don't hesitate to contact my office.
Sincerely,
Barbara ** V[redacted] Customer Resolutions Manager
Medical Alert

My mother had connect america for now 3 1/2 years. There was a death and it is no longer needed. I read soooo many negative reviews and I am concerned about cancelling. I tried to call this company and never could reach anyone just like all others. I then called for a sales rep and of course they immediately answered but she claims could not help me. I then got a return address from a recording from connect america on one of their lines if you had a death. I took a picture of all equipment being returned and another with it in the packed box. I sent a letter for immediate cancellation and the pictures with the letter but wanted to talk to a person in addition to mailing it off but after an hour hung up. From other complaints, I made sure to have a tracking number and someone will have to sign for it which will be confirmed by fedex. I also packed it extremely well to be sure it is not damaged. Ater reading all these, I feel like I will have problems getting the refund. If so, I will be contacting the Revdex.com for help. It is sad you can sign up right now but cancelling you reach NO ONE!!! I hope I am wrong.

Dear [redacted],
I am in receipt of the complaint filed by the above person.  I have checked the account, and the [redacted] package was refused by **. [redacted] on our instruction.  That just happened today.  Once the unit is back to the Company, the account will be canceled and...

a refund will be issued.  We cannot cancel the account until the unit is received.
I did call and leave **. [redacted] a message regarding the above information.  I am not quite sure why she contacted you, but I can only assume it was because the Salesman didn't call her back.  However, she did speak to one of our Service Techs yesterday who advised her to refuse the package.
As I stated previously, once the package is logged in as received, a refund will be issued.  If I can be of any further assistance, or if there are any additional questions, please do not hesitate to contact my office.
Sincerely,
[redacted]
Customer Resolution Manger
Medical Alert

Dear [redacted]
In response to the complaint filed by [redacted]'s daughter, please be advised that the account has been canceled. Two checks were sent out on 12/21/15. Once check for 10.65 and the other for $39.95.
We apologize that this situation occurred. You are correct that we have...

had the unit since November 4 and there should have been no delay in the refund. Why that happened, I am not quite sure.
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 be advised that I have issued a refund for the additional $7.19. I have also instructed our Billing Department to take this into consideration when refunding an account.
I apologize to [redacted] for this problem. The...

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],
In response to the complaint filed by [redacted], please be advised that I issued the refund today. A check will be printed and mailed today to him. Please extend my apologies for this delay. It should have never happened. He did call and write requesting the refund, and it...

should have been put through right away. I don't know why it wasn't.
If there is anything 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

Several years ago, I subscribed to Medical Alert on behalf of my aging parents. With them living in a rural area, I felt as if this company could provide an added advantage for them in case of a medical emergency. Two times within the past 14 months we have had to utilize their services, and in both cases, the response time was very good. My father had experienced a stroke and my mother had fallen.
Succinctly, the service works and I would highly recommend them for anyone needing the comfort of an added advantage.

Dear [redacted],
In response to the complaint filed by [redacted], I called today and left her a message to return my call. I have requested that the refund check be sent over night to her. I am also agreeable to pay any overdraft fees charged by her bank. However, I will need a copy of...

the bank statement showing these overdraft fees.
Please express my apologies to [redacted]. This shouldn't have happened and she certainly should have been told we would reimburse any overdraft fees caused by us. I will listen to the recording and forward to the Billing Manager.
If there is anything further I can do, or if there are any additional questions, please don't hesitate to contact my office.
Sincerely,
[redacted]
Medical Alert