Connect America

Dear [redacted],
In response to the complaint filed by Vicki Shields, please be advised that I have requested that the balance of $59.90 be returned to [redacted] account.
Although we normally charge a three month minimum, due to the circumstances of this customer, I felt it only fair to issue...

the full amount back to the credit card. We did send a return label as requested. It was sent regular mail. We have not received it back, so we have no idea what happened to it. That label was sent on August 6, 2015.
If there is anything further I can do, or if there are any further questions, please do not hesitate to contact my office.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

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

Dear [redacted],
In response to the complaint filed by Ms Wavra, please be advised that the refund was issued back to [redacted]'s credit card on July 7.
I apologize for the delay, however, this refund has been done. I am attaching a copy of the Transaction so that if [redacted] doesn't see...

this refund on her account, she can contact the credit card company to have this matter resolved.
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

[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:
This company is intent on ripping off older adult.  The shipping label has not come yet, so I am unwilling to sign off on it.  It took me a lot of no’s from this “manager” before he finally agreed to send it.  I am not sure if it will go the same way as the other system did.  Never Come!
As for the “I will Kill You” that was a poor choice of language.   What I should have said was; I will “Annihilate” your company on [redacted] and all other internet site.  And I did say that to the girl!
It’s a big leap from a phone call and from another state!  But it did get me a  ” Manager”.  Not really upset about that.  
Daughters don’t like it when there mother’s are being ripped off!  This company should rethink how they are doing things. I bet when I get done there will be more people sending you complaints.  People don’t always know where to turn when something like this happens.  I am going to make it my mission to tell people how to get their money back and to complain to the Revdex.com about Connect Americas shoddy business practices.   Return shipping for some of these people is a choice between that or medicine!  How dare they!
Regards,[redacted]

Dear [redacted],
In response to the complaint filed by [redacted]'s daughter, [redacted], please be advised my Associate called [redacted] yesterday. She advised her that the refund was being processed and would be sent overnight tonight. However, it was sent out yesterday via [redacted] Overnight. ...

She should have the check today.
[redacted] was not satisfied with the amount because she felt that the two months free should be in the beginning of the period, not the end. Susan explained that from a business perspective that would be bad business. This did not make her happy. However, we will not refund for money not paid. The refund was supposed to be $139.80, however, whoever did the refund case put it through for $145.60 so that is what was refunded.
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[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]

I want to stop the service of a $10.00 that I carry around in my pocket book. I want to keep the home service. Thank you.
If you wish to call me my number is [redacted]

Dear [redacted]:
I have read the rejection and I have also listened to the recordings. I have listened to all of the recordings we have of her telephone conversations. I think that there were a couple of calls where the Agent could have been nicer, but never was anyone mean to [redacted]. If she felt they were, I am sorry for that.
As far as return labels are concerned, they are sent if absolutely necessary. In most cases they are sent out when the user of the Medical Alarm has passed away. We do not send return labels to all customers, as it is the customer's responsibility to return the unit. We have not lied, I requested that the check be overnighted.
It wasn't and that was an error on the Finance Department's half. Everybody makes a mistake once in a while. I am sorry it happened to be on the overnighting of the check. It was requested.
We can resolve this once and for all. The paperwork I sent out was proof of when the payments were put through. If [redacted] will
fax to me the statement showing we caused an overdraft fee, I will refund her shipping. I know that she has sent over the statement before, but that was back in December and the person it was given to can't seem to find it. My fax number is ###-###-####. Please put fax to my attention.
I am sorry she feels that this company has mean
people in it. We all care for our elderly and disabled customers.
[redacted] was a customer of Life1 and her account was transferred to Connect America.
I mention this so she knows that her billing was only done by us for three months. Her agreement of debiting the account on the 3rd was made with
Life1. I am not quite sure whether the communication was clear on this subject between
Life 1 and Connect America.
Sincerely,
[redacted] Customer Resolution Manager
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: 11385601
I am rejecting this response because:
It appears Ms. [redacted] is very busy, and wasn’t
able to read my complete complaint of April 10, 2016.  The person whose phone number she should be
looking for is Deena B[redacted], Marketing Associate for [redacted] Retirement
Community and her number is ###-###-####. 
Her call was made in mid-January 2014 to Connect America.  A Connect America representative told me in
early January 2014 that they HAD to have someone from [redacted] call them
in order to end the Contract.  The
representative told me that my own request was insufficient.  Ms. [redacted] may assert that no such direction
should have been given, but I assure you, I would have not jumped through such
hoops had Connect America not ordered me to do so.  I also have a copy of a FAX from the same
Deena B[redacted] to Connect America requesting cessation of the contract, which Ms.
[redacted] also ignored; this fax is hard copy proof that a request to end service
was made on Jan. 10, 2014.  Had I a means
by which I could send that copy to Ms. [redacted], I surely would.
Regarding the mailing of the equipment back to Connect
America, I am dumbstruck that it is incumbent upon the client to document the
mailing of the equipment, rather than upon the company to verify its
receipt.  From the many on-line
complaints I have read about Connect America, they are seriously disorganized
and have gross voids in their internal administrative communications.  I assure you I have no need for three year
old Medical Alert equipment.  I swear on
a Bible, that I received packing material from Connect America, that I boxed it
up, and mailed it to Connect America via the USPS in January 2014.  I feel sorry for the “bad position” that
Connect America may find themselves in when others are careless or worse in dealing
with them.  But I assure you that Ms.
[redacted] has no idea of how “bad a position” she places a 91 year old woman,
when Ms. [redacted] arbitrarily and without notice sends a claimed debt to a
Collection Agency.
Since we can prove notice to Connect America on January 10,
2014, and since we made best effort to depend upon the USPS and upon the veracity and
sound organization of Connect America for receipt of shipped equipment, I still
claim that a refund for all charges following January 2014 are due.
Regards,
[redacted]

Dear Ms. [redacted],
In response to the complaint filed by Mr. [redacted] regarding [redacted], please be advised that my Associate, Susan B[redacted], called and spoke with Mr. [redacted] yesterday. She apologized for this issue, however, she explained that the system was sending in tests regularly and...

that Ms. [redacted] had not tested her remote button since August, 2014. We request that the system button be tested monthly. Susan explained to Mr. [redacted] the buttons are battery operated and much like a car, if it isn't started in a year, in all likelihood it won't start because the battery is dead.
We are very sorry that Ms. [redacted] laid unattended for hours. Susan advised Mr. [redacted] that we would credit off the balance due and we emailed him a return label.
This is a very unfortunate circumstance. Unfortunately, we cannot force anyone to test their buttons, we can only request that this be done.
If there are any further questions, or if I can be of additional assistance, please don't hesitate to contact my office.
Sincerely,
Barbara J V[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted] regarding his Mother's account, [redacted],
please be advised that the account has been canceled. Please apologize to [redacted] for the problems he has encountered. Although the system was canceled due to Non-pay, this...

will in no way affect any credit bureau ratings. We do not report to the credit bureau.
[redacted] needs to understand that a suspension is a benefit we offer to our customers. It is not something we are required to do. [redacted] should have been told by Korrie to return the unit and we would send it back out if his Mother returned home. I do not believe that the suspensions were done correctly and I will note the account indicating this. I will also note the account that any negative information regarding non-pay be superseded by my notation.
Again, please apologize to [redacted] and if there is anything further I can do, or if he has any additional questions, he can call me and I will take care of his concerns.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions Manager

Dear [redacted],
In response to the complaint filed by [redacted], please let her know how sorry I am that she has gone through this aggravation.
I processed the refund today. Since the unit was not compatible with her telephone, there should have been no question about whether a refund should...

be issued or not. Whoever she spoke with, did not read the notes on the Account. They clearly state that the unit was not compatible with her phone system.
She should see the refund in a few days as a credit to her account. Again, please extend my apologies to [redacted].
If there is anything further I can do, or should there be 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 I checked this account today and the billings were still directed to [redacted] and not [redacted]. I changed that so the invoices go directly to Mary. However, from our notes it appears that the last...

telephone call to [redacted] was August 14. I also put a critical message on the account [redacted] is not to be called for anything.
I am sorry this was not handled the way it should have been from [redacted]'s first request. It is fixed now and, unfortunately, probably too late.
Please let [redacted] know she can send the unit to:
Connect America, [redacted], PA [redacted]. If she will contact me with the tracking number, I will advise her as to when we receive the unit.
Again, please let [redacted] know just how sorry I am that this was not fixed immediately upon her initial request.
Sincerely,
Barbara ** V[redacted] Customer Resolutions Manager
Medical Alert
###-###-####, Ext [redacted]

Dear [redacted],
In response to the rejection, please be advised that I will close the account and credit off the balance. We were never notified of cancellation until March, 2015, and the unit was not returned on 4/27/15. Since we knew nothing of the cancellation, the billing for February, 2015 was generated.
Although we feel the balance is owed, we will credit the balance as indicated above. I hope this will put a close to this matter.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted],
I have looked at the account and am attaching the tracking showing that the unit was received on December 20th and not the 23rd. However, that isn't important. I agree that [redacted] shouldn't have been charged for December,...

however, the billing begins when the unit is shipped. That said, I adjusted, for my information, the billing to cover Jan., Feb., Mar. Apr., May and June. Therefore, there is a refund that I have put through for 89.90 which will cover May and June. The unit was received on April 28, so there is no refund for April. The refund will take a little longer than usual because the charge was more than 120 days ago and has to be differently.
The $30 that [redacted] refuses to pay covers the Fall Detector Pendant that was not logged in as
returned. I have credited the $30 off of the account. She should receive no further billing on that.
I extend my sympathies to [redacted] for the loss of her Mother. I am not being condescending, I lost my Mother also and I know how that feels.
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 *. V[redacted]
Customer Resolution Manager
Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that I called [redacted] today.
We discussed the debit for the $299.40. As it turns out, we did not do this debit to her mother's account.
I believe that this has been resolved, and if there are any further...

issues, [redacted] will contact me directly.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].
It should take no longer than one week for me to receive the refund since it has been over a month of telephone calls.  
If not received by April 24, I will again contact Revdex.com.
Thank you for your help.
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, if a check is sent out promptly. 
Regards,
[redacted]

I have had excellent service with this company. Personnel involved with my location have always been very helpful and friendly.
I had an incident where emergency personnel were called out to my residence in error (It was my error, I pushed my emergency button by mistake). Various emergency vehicles and personnel were involved with this incident, so there was much time lost due to this error. Everyone involved with this were very concerned about my health and welfare. There was no mention of the fact that I was in error with this incident. This to me, was unbelievably very admirable!

[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]