Connect America

Dear [redacted],
In response to the complaint filed by [redacted],
I called her to find out what her Grandparents names were. I requested she send me a copy of the canceled check, which I received yesterday.
We located the posting of the check. It was posted to an account under the same...

name. The
Subscriber ID she was provided with was not
correct. It was for another [redacted].
We moved the payment to the correct account, and
a refund of $9.50 has been processed.
Please let [redacted] know that we are sorry for
the error. A check should be issued shortly for
the refund.
If I can be of any further assistance, or if you have any further questions, please don't hesitate to contact my office.
Sincerely,
[redacted]
Customer Resolution Manger
Medical Alert

My mom has alerted Medic Alert a number of times when she has fallen. Medic Alert staff answered immediately and notified family members right away. They are so caring and know how to respond to an emergency and get help immediately. I am so happy with their service and highly recommend them. I thank them for their Wonderful service.

Dear [redacted],
In response to the above customer complaint, first and foremost, let me apologize for this situation. I have read the notes and it looks as if the only Agent that followed up on this refund was [redacted]. Since Tykia spoke to [redacted] and sent a return label, she should...

have tracked the unit or had someone do it for her. The refund should have been issued when the unit was received.
Please accept my apologies for this situation. I checked and the check was finally cut yesterday. I have it being sent overnight for delivery tomorrow.
Again, I am sorry this happened to [redacted]. If there are any questions or if I can be of additional assistance, please don't hesitate to contact me.

I agree with the "0" ratings others have given this company. This company initially did not send me the equipment I discussed and ordered from the sales person. I allowed the salesman to persuade me to pay for a year in advance in order to get a "free month." DO NOT EVER DO THIS!!! It trapped me into playing games with their owner and customer service manager for three months.
When I realized I had the wrong equipment and called to exchange it about two weeks in, I was promised an exchange would arrive by the weekend. Ten days later it had not arrived. I called again. Promised it would be shipped immediately. It did not arrive. Called again. Told it still had not shipped. Wrote to President of company (because I could see that their service people were totally untrustworthy) and told him I wanted out of the deal completely and asked for his help. He sent my letter back to the customer service manager. She did not answer my letter until almost a month later. Meanwhile, the replacement stuff came. I went ahead and plugged it in, still waiting to hear how I could end this whole deal. When she finally answered, she totally ignored my request to cancel.
After several more letters, she said that they had a new system, and they did not even know whether or not my order had shipped until I called. I reminded her that I had asked to cancel in my very first letter. Then began the games: "Send back the machine or we will not give you a refund." (No instructions on how to send it back.) Three more letters and two more weeks before instructions arrived. Sent machine back. No acknowledgment for two more weeks. Finally she says she is in the hospital and no one is doing her job. Then she says I didn't send back the original equipment. More time passes till she finally admits she found the original machine I had sent back months before. Now she says two pieces are missing from the second machine I sent back. More letters, more time passes, more excuses. Finally, she admits everything was returned.
She then keeps money for all the time she delayed my cancellation for their failure to provide adequate service and makes up an accounting based on charges for equipment when the salesman clearly told me there was no charge for equipment.
I can't figure out if they are all crazy and crooked or just crooked, but they definitely are a company TO BE AVOIDED. Like one reviewer said, TAKE YOUR CREDIT CARD AND RUN FAR AND FAST!!! You cannot believe one word of anything they promise to do. They will do whatever they want with no regard for agreements, promises, fair business practices, ethics, morals or common decency.

Dear Ms. [redacted],
In response to the complaint filed by [redacted], please be advised that Ms. [redacted] and I spoke today.  I apologized to her for the problems she encountered.  I processed a refund for the two months of suspended time she was charged for.  I have also had...

the account canceled.  Her phone number and her Mother's phone number have been put on the DNC List.  This list will also stop all mailings.I had given my phone number to Ms. [redacted] on my first call so she could return my call.  I suggested she hold on to that number and, if she has any additional problems, she should call me.
If I can be of any further assistance, or if there are any questions, please don't hesitate to contact my office.
Sincerely,
Barbara J. V[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

I researched and decided on the medical alert device distributed by this company. After a couple of months, it was clear this device was not helping my Dad as he never charged the device (it requires charging once a day) and he never wore it. The device costs around $50 per month. We decided to return the device and this is when you will run into questionable treatment by the customer service representatives and the company as a whole. Julian D[redacted] is in charge of customers trying to return their device. I felt I had to pry any kind of information out of him as to how to stop the monthly payments and where to how/where to return the device. He mumbled the address. I asked him to spell it out for me which he did. I wrote the address down. Apparently, there is no return number, no return label, the customer is in charge of obtaining the tracking number and only when they receive this small device into their warehouse (which I am responsible for knowing when this happens) will they stop the monthly payments. So, I am supposed to track this device and call them when it gets to their warehouse so that they can locate it and stop the payments. When I had questions and issues about this very vague process I was hardly given a response and reprimanded for questioning this "process". This is not the company you want for your loved ones. Be warned.

After five months of trying to resolve a billing issue, which was the company's mistake, I cancelled my service, returned the device, and requested a refund. The company continued to bill me for 1 1/2 months of service after the device was returned and the service cancelled. I spoke with 8 different people on the phone, at various times, explained the problem and my request, ad nauseum, and as of 11/28/2016, have not received the refund. The various excuses offered, include: the account had not been "officially" cancelled, the device had not been recorded as received,the last person I spoke with was "new", the request has been expedited, but not yet acted upon, the delay was because of the Thanksgiving holiday, the "normal" processing time is three weeks, the return/refund department is "backed up". My return of device tracking receipt (reported to the company the same day it was mailed along with my letter of request to cancel/refund ) occurred on October 2, 2016. I originally subscribed to the service on April 16, 2016 and needed to use the device for the first time on October 1, 2016 during a medical emergency. At that time the device did not work. My considered opinion is that this company is one more scam on senior citizens.

[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. 
Regards,
[redacted]

Dear [redacted],
In response to the complaint filed by [redacted], I spent sometime yesterday going over her account. I call [redacted] to advise her of the refunds being issued and the dates that they were issued. I followed up with an email.
I apologized for what she had been through and...

suggested she definitely get some sort of protection for herself. If there are any further questions, or if there is anything else I can do, 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 I have contacted the Department that handles the Gift Cards. I 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 directly. I can be reached at ###-###-####, Ext. [redacted].
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 ** V[redacted] Customer Resolutions Manager
Connect America/Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that this account is closed with a zero balance.
I don't know why the account was not canceled when the equipment was returned. I can only believe it was a mistake on the part of our Returns Department for not...

logging in the equipment. Please express my apologies to [redacted] for this issue.
There should be no further contact. I will be contacting our Marketing Department to remove [redacted]'s name and address from any further mailings. I will also have the telephone number placed on the DNC List.
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 Manger
Connect America/Medical Alert

Dear Ms. [redacted],
In response to the complaint filed by Ms. [redacted], please let Ms. [redacted] know that the $79.90 represents charges for the months of September and October. The units were returned in November so November was credited off.
Once we receive payment for September and October, we...

will gladly close the account.
I am sorry Ms. [redacted] has had a problem getting through to our Billing Department. Had Ms. [redacted] held on, she would have been able to talk to a Rep. However, if she hangs up her place in the queue is lost. I understand that holding isn't pleasant, but, unfortunately, sometimes it is necessary. If she needs to contact anyone regarding this complaint, she can call me at ###-###-####, Ext. 0057. I am not always on the phone, but if she leaves a message, I will get right back to her.
If you have any further questions, or need additional information, please don't hesitate to contact me.
Sincerely,
Barbara J. Von A[redacted] Customer Resolution Manager
Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that I spoke to [redacted] on Friday, December 11, 2015. At that time I advised him that I would have refund processed and mailed out.
The refund was processed on December 11 and mailed out for $239.60 that...

day. The check number is [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 this complaint, please be advised that I responded to [redacted]'s request for a refund. Please see attached email relaying to [redacted] that the refund had been processed.
It looks as if [redacted] sent us an email to refund on 11/18/15, which I answered, and [redacted]...

[redacted] sent a complaint to you on 11/16/15. As I stated in the email that was sent to [redacted], the refund was issued back to the credit card on November 16, 2015.
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

[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 we refunded the last payment made and [redacted] also disputed that charge. We forwarded the credit card company a copy of proof of refund along with our dispute.
I have looked at the account, and feel since...

[redacted] passed away very shortly after the unit was received, a refund for the first payment should have been done. Unfortunately, due to the dispute, I can't process a second refund until the dispute is settled in our favor. If it is not, [redacted] will have gotten our refund and the credit for the dispute. Once I know that the dispute is resolved in our favor, I will process the second refund.
If there are any 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

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that we did send [redacted] an in home Medical Alarm. However, she did not have a telephone line, so that was not the correct unit for her. On August 4 2014, [redacted] called in because she couldn’t get...

the unit to test. That was because she didn’t have a phone line. On August 5, 2014, our Customer Relations Department contacted [redacted] to set up an equipment swap. That swap would consist of a Mobile Alert system being sent to her in exchange for the Home System and the Alert 911 which was initially sent.
On September 2, 2015, [redacted] called in to find out why she had not received her Mobile Alert System. This system was shipped overnight to her on September 26, 2015. I have no idea why there was such a delay. For that problem I am truly sorry.
The unit arrived at her home on September 27, 2015. On October 9, 2015 we called her to set up the system. There was no answer and we were unable to leave a message. On October 10, 2015 we called to help her set up the system with the same result as the October 9 call. On October 14, 2014, we again called her to set up the system and she stated that she sent the unit back. I wonder how [redacted] can say she wasn’t called back when she does not have an answering machine or it wasn’t turned on so we could leave her a message.
Had [redacted] called when she received the original unit on June 24, 2014, we would have known right away that she received the wrong equipment. When she tried to hook it up and realized it was not testing on August 4, 2015, she called us. The time span she mentioned in her complaint was partially her fault.
She has been refunded $39.95. I will refund her the $199.76 which represents the money she paid for the home unit less the shipping charge. We will keep one payment of $39.95, since our initial agreement is a three month minimum which would have been applied to the swap since the home unit was 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

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 equipment. This is the responsibility of the customer. I 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 label. At that time she was advised we don't supply return labels. This conversation was held on January 21. Therefore, she would owe for January, according to our signed agreements with her.
In reference to the $5.00 increase, she spoke to one of our Agents and was advised that we would remove the $5.00 increase charge. That conversation was held on December 22.
We did not have to call Ms. [redacted] to make sure her system was working well. The system tested in as it was supposed to, so we knew the system was working properly. The machine was not 20 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 machine. The label on the machine clearly states that the machine is our property. Also, the agreements for both the Medical Alarm and the Alert 911 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 January. That amount is $39.95. 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 J. V[redacted]
Customer Resolutions Manager
Medical Alert

Dear [redacted],
In response to the complaint filed by the above customer, please be advised that I have issued a full refund in the amount of $139.80.
The refund has been put back on her credit card. She should see four separate refunds in the amount of $34.95 each in a couple of days.
If...

there are 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