Connect America

Dear [redacted],
In response to the complaint filed by [redacted], please let her know that the refund check has been
cut and was sent out last week. The amount of the refund was $179.70 on check #[redacted].
Please express my apologies for the long wait for the refund. It should not have taken...

as long as it did.
If there are any further questions, or if I can be of additional assistance, please don't hesitate to contact my office.
Sincerely,
[redacted]
Customer Resolution Manager
Medical Alert

[redacted],
In response to the rejection filed by **. [redacted],
we have the account canceled. The reason I asked for the tracking number is so that I could get it canceled prior to Cancellations processing the return. That Department is behind so anytime I can assist a customer to speed up the process, I request a tracking number.
I have printed out the tracking that **. [redacted] supplied and attached it to his file. As I stated before, I credited off the balance due and the account is closed with a zero balance.
I apologize for this situation, but do my best
to get such situations straightened out.
If there is anything further I can do, or if there are any additional questions, please don't hesitate to contact me.
Sincerely,
[redacted] Customer Resolution Manager
Medical Alert

Agents answer the call button monthly equipment check promptly as does Customer Service when telephoned, however, changes (updates) I've phoned into the emergency contact (neighbors) list have disappeared from their data base twice. Suggest confirming contact list when doing monthly equipment (button) check. Strongly urged if you regularly change from summer to winter homes.

[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 would also like to note here that if I were told I had two accounts, the unit would have been sent back and not forgotten about.  As I mentioned before, there was never a word about this until the bill for the original unit was confused with the final bill for the second one that had been paid for, but was not acknowledged as such.  This was the only instance that the billing supervisor, Natasha, investigated the matter as to why a bill still needed to be paid to their business, after. and only after, it was proven that the bill had been paid and the second unit had been returned.  If this mix up had been cllear in the first place with this company regarding the fact I had 2 accounts, and they had not kept insisting that the bill was not paid and the unit was not sent back, the matter would have been different.  Because of this grief and many phone calls, I feel I am justified by a refund of the account's bill they could not find in their own system.        
Regards,
[redacted]

On hold for an hour, message kept saying to connect on line. Tried the connect on line and the site keeps getting error messages. Not only POOR customer service, but NO customer service.

Absolutely frustrating, after returning the equipment I was told they never received it. I furnished the tracking number and the signature of who received it. I have been waiting on my refund since September 16, 2015. Every time I call I get a different rep who tells me something different. My card was to be refunded. Then in November they mailed a check to an old address, never updating my address. About a month into this they call my dad to try and get him to upgrade his equipment. He told them the equipment was returned and they would need to speak with me, I am the one who paid. They never called me. Now I have to wait for a stop pay and a new check to be issued. I would never recommend this company.

Dear [redacted],
In response to the complaint filed by [redacted],
please be advised that I spoke to her this morning. I advised her that I have put the account through for cancellation and have written off the balance.
I apologized for the problems she encountered in getting this account...

canceled. It is hard enough losing a parent without all the extra hassle she has been through.
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

I sent the system back in a timely manner. My 94 year old mother is receiving calls wanting her banking information.

Dear Ms. [redacted],
In response the second complaint filed by Mr. [redacted], please see my original answer. The first complaint number was [redacted]. I don't understand why Mr. [redacted] feels we received the equipment when there is no proof that it was sent back. He claims he sent [redacted] proof of return,...

if he would send this to me, we could fix this issue.
He indicates that he called in January, 2014. Since we record all incoming and outgoing calls, whether answered or not, I had our Phones Department pull all calls from the month of January for both Ms. [redacted]’s number and the two numbers for Mr. [redacted] that are on the complaint. There were no calls during the month of January from any of these numbers. If the call was made from a different number I will gladly do the research on that, then the outcome of this issue might be different.
I will credit off the balance due and close the account, but there will be no refund. This is per the Monitoring Agreement that was attached to the first complaint. That agreement indicates that the unit is billed until it is received. Unless Mr. [redacted] can provide proof that the unit was returned, I will be unable to do a refund. There are many people who claim they returned the equipment some time ago and then months after they complain, we receive the equipment. As you can see, this puts us in a bad position.
If there is anything further I can do, or if there are any additional questions, please do not 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 the above customer, please let her know that the refund was processed. The first time it was put through, it was not done correctly. Since these requests are checked, it was picked up by one of our Billing Agents and was...

reprocessed. The refund went through on 2/24/15.
[redacted] should see this credit on her credit card in a day or so. I am attaching the Receipt for the refund.
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
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.  While this action will take care of the immediate problem, I want assurance there will not be a recurring charge a year from now and that my mother's info has been purged from their files.
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. 
Medic Alert has refunded the quarterly payment taken out of my checking account for 89.95. I also received the gift card they promised . This takes care of all my issues. Thanks so much for your help.
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:
The elderly person was not and is not in residence and is not now and will not be in residence for a while. During the time service was provided there was a weekly call from the service to the user. This could not have happened. The phone has been disconnected.
Again, they have my name since originally I paid for the equipment and the service, but NEVER was this equipment sent to my home and NEVER  didI receive this service.
Now I made the 2 hour trek to get the equipment from the location of service and return it. It was unplugged from a dead phone and in a box.
Impossible that they provided any service.
Regards,
Debra Horton

[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.  However, in reading other similar complaints and considering it took a multitude of very lengthy phone calls over a period of months to even get the $319; and then a complaint to the Revdex.com to get the rest of the money due, I still feel that this is more a mode of operation and not a series of  coincidental mishaps. I must admit they were very quick to respond and resolve the matter once the complaint was filed, but I'm sure that was just to protect their A+ rating so more people do business with them. Sorry to be so skeptical, but nothing about this feels right, and I just don't see how so many customer service representatives  could tell us the same thing on each phone call ("the transfer has been expedited and will be in your account by next Friday") if they weren't instructed to do so. I think the company just hopes people will forget and/or just give up trying to get their money back. Somehow they managed to take the money out of my account as soon as I ordered the equipment for a free 30 day trial, but had excuse after excuse as to why it took months to put back.
Again, that's just my opinion following an extremely difficult process just to get my money refunded for a product that was never used. But I they did end up refunding my money in full and so I am happy with the end result.
Regards,
[redacted]

Dear [redacted],
In response to the complaint filed by [redacted], please be advised the new unit [redacted] spoke of was delivered to her home on June 10. Please let her know that inside the box is a return label for the old unit. Once we receive that unit, we can cancel that portion of her...

account and adjust the $64.90 charge.
If a return label was not included in the box, please have [redacted] contact me at ###-###-####, Ext. [redacted].
If you have any further questions, or if I can be of additional assistance, please do not hesitate to contact my office.
Sincerely,
[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.   In regards to the part where I was told I would not receive a refund was a totally dishonest, my daughter was present when I talked with several customer service representatives and was told I would receive a refund in 3 to 5 days, I even have recorded these conversations and I was never told about paying three months in advance and never received a contract, maybe they should orient their employees to their rules then this situation could be avoided.Regards, [redacted]

Dear [redacted],
In response to the complaint filed by [redacted],
please be advised that I contacted [redacted] today regarding the complaint. I let him know that I was sending a return label to his [redacted] address. I also told him upon receipt of the equipment I have requested a full...

refund.
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 Resolution Manager
Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that a call was made and a message was left for Adrienne Page on March 12 at 11:07 a.m. However, I contacted the Agent today and asked that he call [redacted] directly. The Agent will provide return...

instructions for the equipment. I will also provide these instructions as follows: Package up the equipment so that it is protected. Ship via a carrier that will provide a tracking number. Enclose a note as to why [redacted] is canceling the service. Ship the unit to: Connect America/Medical Alert, [redacted], Broomall, PA [redacted]. Once the unit is shipped to us, [redacted] can email me at [email protected] with the tracking number. I will look for the unit to be delivered. Once it is delivered, I will have the account canceled.
Please let [redacted] know that I have changed the payment method on the account to invoice so that no further charges will be made to his [redacted] Card. If the account is not canceled prior to our billing in April, an invoice will generate, and it can be discarded.
Also, please let [redacted] know just how sorry I am that he felt he had to contact your organization to get this account canceled. It is not our intention to cause a hardship for a customer who wants to cancel.
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

[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 regret the fact that I overlooked the credit on my credit card account. While I had encouraged the vendor to credit my account, they had told me to expect a check as a refund. Still, it's my fault for not seeing the credit on my bill.Thanks to the Revdex.com. You stimulated a much stronger and prompt response than I had been able to effect.
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 just want to let you know that I did not know about this machine until about maybe April?; I do not think it was around the home prior?  I did tell my husband to return it right away and I saw him package it up.  I thought he had mailed it back.  I work a lot and he does the errands as he is disabled and at home.  At some point, I noticed that he had not sent it back and then did so myself....he said at the time he had not had the money and then forgot about it.  He has dementia.  I know this type of system would be benefial for him due to his disabilities, but he cannot afford it at this time.  He makes only 479.00 a month Social Security.  I will speak to my husband about this later this week as I am gone from home right now.
Regards,
[redacted]