Connect America

Dear [redacted],
In response to the complaint filed by [redacted] on behalf of his Mother, please be advised that we have the account canceled and it is noted that the unit was returned on 6/26/15.
I believe that there was bad information on the Collections Department's side. There is a...

balance of $27.50 on the account. However, due to this problem on our part, I will credit that balance.
Please extend our apologies to [redacted] and his Mother. I am sorry this happened.
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], I just wanted you to know that I called him. I told him that [redacted] was going to make arrangements to pick up the Medical Alarm, and return it to us. I asked **. [redacted] to call me when they do and give me the tag...

(routing
number). Once I see the unit is on its way back,
I would process the refund.
I apologized to **. [redacted], this shouldn't have happened. Had his request to cancel been handled properly, the unit wouldn't have shipped and the refund would have been issued.
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

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that the refund was issued back to the credit card for $284.75 on July 13, 2015. The month of May would not be refunded as we did not receive the equipment until June 18, 2015. As our agreement states, the...

equipment is billed until it is returned.
I apologize for the issues [redacted] had in trying to receive the refund. 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/Medical Alert

Dear [redacted],
In response to the rejection filed by [redacted], please be advised that the number we called her on was the same number that is on the complaint. I called and left her three messages, myself. None of those calls were returned either. Therefore, I don't believe that [redacted] did not receive the messages that were left for her. It is possible, I am sure, that her answering machine was not working properly, but all calls were made to the right telephone number. The refund [redacted] is referring to was refunded back to her Bank Account on 11/9/15 for $89.85.
As far as the Gift Card is concerned. I contacted the Agents Supervisor and she tells me that the card will go out today. I have no idea why this was delayed, and I am sorry for that, but I have been assured that it is being taken care of.
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. 
As I have outlined in several documents, I believe there needs to be quality assurance within Connect America / Medical Alert for their billing procedure, especially when the device has been disconnected.  I did not receive the fund from Jan 2014 through Sept 2014 which is $269.95 which was paid in Oct of 2013, when the device was disconnected Dec of 2013.
My mother, [redacted], has no clue that this device "for monitoring" was being deducted EFT from her checking for all these years!  When speaking with Barbara at Connect America / Medical Alert - she mentioned that "there are numerous reasons why they stop monitoring and they don't have the time to contact the client.  If they contacted the client when the signal is lost, they would not have time to monitor!" 
At this point, I am satisfied with the cooperation I received from Barbara.
Thank you Revdex.com for assisting us in this matter.
Regards,
[redacted],, daughter and DPOA for [redacted]

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that I have looked into this matter. First of all, we did receive the Medical Alarm on July 11, 2015. Secondly, I have had a refund for $454.85 issued. This refund represents three monthly monitoring fees and...

the charge for the lost unit fee. Some of the money will appear as a credit on the credit card and some of the money will appear as a credit on the checking account.
It took me some time to locate the unit. The reason is that the unit had a different number than what we had on the customer's account. It was correct in the Central Station, and that is where I had to look to locate the Medical Alarm.
Please let [redacted] know that I am very sorry she was put through this mess due to a typo on our part. If there is anything further I can do, or should there be any questions, please do not 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 a refund of $39.95 was processed back to the credit card on September 2.
[redacted] is correct that she didn't get anything as she canceled the order before it shipped.
There isn't anyone in our organization...

that is allowed to speak to a customer in any way but respectfully and professionally. Please extend my apologies to [redacted]. I am unable to locate a Nikolas in our employee data base. However, please rest assured if I do locate this person, they will be severely reprimanded.
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/Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that I spoke with her this morning. As she stated, she does not have the Alert 911. I checked in our original Billing System and saw that the Alert 911 was canceled. When we did a system move the new system...

picked up the Alert 911 with no billing, but did not show it as canceled.
I let [redacted] know that she doesn't have to worry about the Alert 911 or $150 charge she was told about by our Agent. I have also forwarded the recording of the call to the Agent's 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,
Barbara *. V[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted], I have researched this issue and here is what happened.
On 2/2/13 [redacted] called in and ordered her Medical Alarm. She used this alarm from 3/12/13 to 5/24/14. This unit was at a cost of $29.95 per month until...

returned. She signed our agreement for this machine. The Agreement states the unit needs to be returned. When we called about this unit we were told it was returned and hung up on. They were billed for the quarterly payment since they still have the machine. Our last billing was November 1 for November, December and January. That invoice remains open. If we receive the unit prior to January 15, then they will only owe $59.90.
On 4/26/14 she called in and ordered the Cellular Alarm. She never mentioned the fact that she already had a Medical Alarm from us and was an existing customer. We would have no idea that we were creating a second account since our system is unable to flag such a thing. We sent her the Cellular Alarm and it was used from 6/7/14 until 8/31/14. This unit was returned on 9/17/14. This unit was billed a quarterly bill for $104.85 for August, September and October. The balance due on this account is $35.33.
Since both units were used and the first unit was not returned, the bills stand. I can only think that [redacted] thought she was calling a different company for the second unit and that is why she didn't mention she already had our unit.
Had she done so, there wouldn't be two accounts as we would have put the second unit on her initial account and sent her a return label for the first unit.
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/[redacted]

Dear [redacted],
In response to the complaint filed by [redacted], please be advised, she also sent an email to me.
I have taken care of this issue, and [redacted] should see a refund back to the credit card sometime next week.
I am not sure why this was not done correctly the first...

time the refund was issued. There should have been no question about a full refund being issued. Please apologize to [redacted] for me.
Sincerely,
Barbara ** V[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted], I have attached the billing information she requested, along with the credit memos for credits issued. I have also attached a copy of the signed Agreement. As **. [redacted] can see if she looks at page 2, paragraph 3, it clearly states that there is a three month minimum as approved by the signer.
There were a total of three different systems sent to [redacted].  The first unit was sent on 5/29/15. Shipping was charged on this unit. We were notified that [redacted] has in home wireless.  Therefore, we had to swap out the original unit for a cellular unit.  This was sent to [redacted] on 6/8/15 with an enclosed return label for the original PERS unit.  The original unit and the CBS were received by us on 6/27/15.  Then we shipped out a Mobile Alert at no charge for the shipping, on 6/15/15.   That unit was also returned, and we received it on 7/9/15. Of the money paid by [redacted], we kept $79.40, which represents $34.95 for the CBS and $34.95 for the Mobile Alert, and $9.50 for the original shipping.  Shipping is not refundable as I stated before because that money is paid to Federal Express. I do not see where we owe any more money back to [redacted].  If **. [redacted] wishes to discuss this further, she is more than welcome to call me and see what can be worked out.  My number is ###-###-####, Ext. [redacted]. However, we did not keep a three month minimum as [redacted] agreed to.  We kept a total of two months. 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 ManagerConnect America/[redacted]

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that we do not have this account in our system under [redacted] or under [redacted], as I was informed by [redacted], is the customer's name.
[redacted] sold this account. Normally, if they...

sell an account they want to transfer to us, they enter the information into the Partner Portal. This was not done. [redacted] was informed correctly when she spoke to Peter. We did not have this person in our system.
There was no payment taken either by Medical Alert or [redacted]. Therefore, there would be no 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

Dear [redacted],
In response to the complaint filed by [redacted], please find the attached [redacted] Tracking information. Even though **. [redacted] was not home, the package was delivered. Her daughter authorized shipment of the equipment to **. [redacted]. I would think that she would...

know if her Mother was out of town. If she knew, she could have requested we hold the shipment, she didn't do that.
I believe that **. [redacted] threw away the gift for ordering the Medical Alarm. That is what would have been in the padded envelope.
I will have the account canceled, but there will be no refund. Since [redacted] shows the unit as delivered and the Lost Unit fee is $350,
which we won't charge her, the $89.85 will be kept as that Lost Unit Fee.
I am sorry **. [redacted] is upset with us, but we did send the unit. As far as having her information, her daughter would have provided that.
If I can be of any further assistance, or if you have any additional questions, please don't hesitate to contact my office.
Sincerely, [redacted] Customer Resolution Manager
Medical Alert

I respect this company.
Fortunately, to date, I have not had to access the Medical Alert team.
What I highly respect is that they will check in with me using their monitor. This gives me the assurance that it is active.

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that a refund for $248.60 was processed yesterday. That money represents the $347.95 less $89.85 for first three months and $9.50 for shipping.
I called and left two messages yesterday for [redacted]...

to call me in reference to the overdraft fees. However, as of this writing, I have not received a return call.
Please extend my apologies to [redacted]. She was absolutely correct in stating her agreement was for a quarterly payment.I listened to the Sales Call and [redacted] was perfectly clear on the payment terms. For some reason, the Rep. put this sale through as an annual.
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]

[redacted]

Dear [redacted],
Regarding the complaint filed by [redacted], he is correct in stating that he didn't order directly from Medical Alert. However, he did order through [redacted] who, in turn, sent the order to us.
Unfortunately, since [redacted] disputed the charge, we are unable to refund...

anything until the Credit Card Company settles the dispute. At this point, we have not received any money back from them. Anytime a credit card charge is disputed and we file a dispute against it, the credit card company needs to return the money to us. That hasn't happened, and once it does, until they notify us that the case is closed, we are not able to refund anything. That, unfortunately, is their rule not ours.
Once everything is resolved, the refund will be $110.85. The $18.50 was for expedited shipping and shipping is not refundable.
I am sorry I am unable to accommodate [redacted] at this point in time, but as I indicated, the timeline rests with the credit card company.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions Manager
Medical Alert

They have always answered quickly and have shown concern for my situation. I feel much more confident every day. Keep up the good work!

[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 look forward to receiving my refund and I am pleased that Medical Alert will keep their promise.Thank you for all your help.
Regards,
[redacted]