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]

Fortunately, I have no medical incidents on my alert system during 2015. However, each time I have had to contact them, my questions were answered and, I was advised, in a polite and professional way,
that my system was there for me. Medical Alert is the most important reason that I can be safe in my home, or wherever I choose to go. Thank you.

Medical Alert provided good service with helpful representatives. There were there if you needed them, but not pushing other services. The most accommodating I contacted in my search for a device.

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that I have checked into this account thoroughly. What we have decided to do is put a refund through to the credit card for the 2016 payment. We will consider the 2015 payment as payment for the lost unit fee. ...

We have also had the account canceled in full.
I am sorry that this became and issue and it is my hope that this will resolve this complaint. 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

The one time I used the service was great. The squad arrived and my son was notified as promised. I have no complaints.

[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]

Everything has been great. I do not want to give out any more information.

Dear **. [redacted],
In response to the complaint filed by **. [redacted] he is correct in stating that he upgraded to an everywhere service. This is where the problem began. When he was sent the Mobile Alert on 1/23/14, we had enclosed a return label for the Medical Alarm. **. [redacted] never...

returned the Medical Alarm.
On March 4, **. [redacted] was promised a return label would be sent to him, not a box, but simply a label. The label was mailed to him that day.
As it stands now, **. [redacted] has two of our units that need to be returned before we can cancel his account. The original return label has never been used.
I am sorry he had a problem with the Mobile Alert not picking up his location. It should have as that is what the are designed to do.
Please let **. [redacted] know that as soon as we receive both units, we will gladly close his account. All equipment is billed until it is returned.
If there are 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

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that I have had the refund issued and the check is being sent Federal Express overnight. The tracking number is [redacted].
I telephoned [redacted] and left him a message that he should be expecting the...

refund check tomorrow. Please extend my sympathies to [redacted] and apologize to him for the delay of the refund.
If you have 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 rejection of my answer to the above reference complaint, please be advised that we did not receive the Medical Alarm until June 18, 2015. In reality, we should have charged two months since the receipt of the equipment was after the 15th. However, I felt that one month charge would be more than fair. May is not refundable as the billing, per the attached invoice, was for 5/1/15 - 10/31/15. It was a semi-annual billing.
If the billing, as [redacted] claims was for June through the end of October that would have been for a five month period, not a six month period.
I hope this will resolve the complaint. There is no further refund due to the customer.
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. 
Regards,
[redacted]

Dear [redacted],
In response to the complaint filed by [redacted], please let her know that I listened to the recording of the telephone call between her and Tina C[redacted] which took place on April 23. [redacted] is correct in stating that Tina told her she would get a refund for the last...

payment that was made. However, she never once indicated that we would pay return shipping.
I have processed the refund in the amount of $406.45, which is what was paid. This refund will be issued in a check to [redacted]. It is being sent to [redacted]' address since she indicated during the telephone call that [redacted] is now living with her.
I hope this will resolve the matter. If there is anything further I can do, or should there be 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], I called her today and went over the debits that were made. The December debit was agreed to by [redacted]. However, the $447.80, taken in April was not.
We refunded this debit, and I have asked [redacted] to provide me with the checking statement so that I can have her reimbursed for the bounced check fees she incurred.
I apologized for the problems [redacted] has encountered. I know she is upset, and I don't blame her. I hope at some point in time, she will accept my apology on behalf of Medical Alert.
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

[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. 
The check arrived in a very short timeframe and I felt the apology was sincere, which was appreciated.
I want to thank the Revdex.com for their assistance in this matter.Regards, [redacted]

Dear [redacted],
In response to the complaint filed by [redacted], I have researched the information provided. The Medical Alarm was received on October 31. There were two payments received that she has questioned. The first payment was on 10/29/14. That payment covered the October 1...

invoice. The 11/29/14 payment covered the 11/1/14 invoice. This payment has been refunded and a check will be issued and sent to [redacted] today.
Unfortunately, our Cancellation Department is behind and a refund would have been issued much sooner had [redacted] had her tracking number.
I understand that she forgot the receipt, but we are unable to take a client's word stating they returned the unit. You would be surprised at how many people say the returned the unit and actually did not. With the tracking number we are able to get the account canceled right away and the refund issued immediately.
I am sorry this was a problem, and know that it is certainly not the Customer's fault that our Cancellation Department is behind in cancelling accounts. Please extend my apologies to [redacted].
Sincerely,
Barbara *. V[redacted]
Customer Resolution Manager
Medical Alert

I have reviewed the response made by the business in reference to complaint ID [redacted], and am satisfied with the resolution although I find the various explanations by the company to be specious.  If I understand correctly, they seem to be charging $49 a year for the provision of a card?  And the card, for which they were still trying to charge fees in 2014, was dated May 2012 and had an out-of-date address for the client, out-of-date phone number, and out-of-date phone number for the emergency contact.  The information was never updated because we canceled the service in March 2013 when my mother moved to a senior-living facility.  Clearly the card in question was not in use.  I also find the supposed explanation as to why bills would be generated from different addresses to be inadequate.  The fact that the two 2014 invoices, issued a month apart, came on letterhead of two different company names, with one not clearly identified as the collections department of the other, can be characterized as intentionally opaque.  Finally, the excuse that the person who on two occasions was supposed to take care of canceling these bills did not do so because they "dropped the ball" is too easy an explanation to make for a company aiming to be responsible for senior citizens' emergency response services.  I am grateful that my mother is now in a supervised care situation and that we have (I hope) finally extricated ourselves from any dealings with Connect America.  I thank the Revdex.com for their assistance.
Regards,
[redacted]

Dear [redacted],
In response to the complaint filed by [redacted] regarding the Medical Alarm equipment sent to [redacted], please be advised that sent along with that equipment is a set of instructions. Had the instructions been followed, [redacted] and [redacted] would have known immediately...

that the Medical Alarm ([redacted] System) was not working. Unfortunately, we can only provide these instructions, we cannot force the customer to follow them.
I checked the notes on the system and on October 24, 2014, [redacted] spoke to James O[redacted] and agreed to the swap of the equipment from the [redacted] System to a Cellular System.
[redacted] is correct in stating that the Supervisor never did get back to him as he requested. I am sorry for that. The Supervisor should have absolutely called [redacted] back right away.
I have no problem refunding the payments made for the system that didn't work. I will retain $50 for our expenses and refund the balance. A refund of $89.85 was issued on March 25, 2015, back to the credit card we have on file. The total of the refund, less the $50 and the already refunded $89.85 will be $394.30. This total also includes money paid for the Cellular unit.
If I can be of any further assistance, or if 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]

[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 also received an email from the company & responded as follows:I just wanted to thank you for you quick response from my email.  I looked at my account this morning & the credit is posting today!!!   WOW thank you......this is what customer service should be.  I am sending a response to the BBA as well.   I hope my experience will serve as a learning tool for the reps in your company.Once again, thank you!Sent from my [redacted]
Regards,
[redacted]