Connect America

Dear Mr. [redacted],
In response to this complaint, I have spoken to [redacted] who is handling the affairs of Ms. [redacted]. We have discussed this situation in depth. Ms. [redacted] sent me an email requesting to cancel the account and requesting a full refund.
However, during our discussion, I...

agreed to refund half of what Ms. [redacted] paid. My reasoning was that we did ship the unit to Ms. [redacted] and, therefore, we are out a unit plus
the costs of programming, data entry and packaging. Maintaining half of what was paid does not nearly cover our expense, but will help.
This resolution was agreeable to both Ms. [redacted] any myself.
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

The evidence that was included was for my Dec 3rd, 2013. payment, which only makes my case that much stronger that Connect America knew that my payment was due on the 3rd. The check that I received a return check on was for the Jan 3rd, 2014, which they deducted from my checking account on Dec 27th, 2014. This payment should have also been deducted on or the next business day after Feb. 3rd, 2014. So, they took it out of my account prior to that date, as confirmed by her previous statement, causing it to go into pending and it caused my to have a NSF in the amount of $37.00. It could have also caused my house note to be returned.
As before, This company rep has not apologized for the actions of her team. During my first call, if I had been treated with respect instead of being lied to that my due date was on the day they took it out of my checking out, the employee had gave me an apology and they had simply issued me the $37.00 refund, I would have been fine. But, that's not what they did and I am one of the disabled customer that they have. It took many phone calls. It took many hours of wait time. It took being verbally abused and bullied by their employees, it took being lied to many, many times and then it took me finally deciding to go through their method of driving the customer fuming mad and actually filing a report of the Revdex.com in order to get my $37 NSF and also the $29.95 payment that I directly told them to not take another dime from my account. So, basically they lost a customer that they could made thousands more from because they would not correct THEIR mistake. Also, a quick business tip, if a mistake is made by the company, it is cheaper to correct your mistake, in a very timely manner, not ignore it, blame the customer, make the customer feel helpless, and lie- than it is to replace that customer.
Then, when I finally file the complaint, the rep still tries to put ME on the defense as I had done something wrong. Such as, "She was not nice at all."- Of course not, I could not get me money. 2) "She was very threatening." - I simply stated what I planned to do, contact the proper authorities, if my funds were not returned to me. 3) "A unit was returned to us that we didn't ask for." - Being ungrateful for an act of kindness. Now today, "I have proof it wasn't taken out until Jan 1st."- Trying to have me feel "caught" because I may have my dates wrong. Which I do not because if she had listened to the Dec 27,2013 conversation, I said very plainly that charge was pending on my account after I made my house note. Because I looked up my account and I had just enough funds to cover my house note. I made the house note payment. I checked a few hours later and the Connect America had been debited on Dec 27th, 2013, that was pending. My funds are not available until the 3rd of each month. So, I don't know why she has presented this sheet of paper when it only still PROVES that my payment was taken out prior to Feb 3, 2013.
Also, in a prior reply to the Revdex.com, this rep stated they don't pay for return shipping. Well, I have seen other recent complaints and they have. Also, I saw in two complaints that a return address label was sent out, which the company informed that they did not have. So, therefore I take the "The company does not pay for shipping", as just another lie.
I am willing to drop my shipping costs down to $15.00 because that's was what it was going to cost to mail one. Also, because my kindness and honesty was tried to be used against me. Per her statement "we only charged her for one unit."- Well, by the, you can not charge a person for something they didn't order. Also, I made very honest attempts for the company to pick it up or mail me a shipping label, which neither was done. As far as the units being simply discarded, if that was the case, the company could have asked for a digital picture of the unit destroyed. But, I do not believe that as such penny pinchers they are, they discard anything especially something new and it is the same unit that their website displays.
Also, I did receive the $37.00 check, but again, it was not overnighted as this rep stated it would be. That was just another lie from this company.
There is no since in trying to blame any of this on me. Here are the facts. I had been an excellent customer for over two years, never complain, not one single payment was ever returned to them unpaid. Connect America did take my payment out on the wrong date. This caused me to have a overdraft fee. I told them to cease my payments. They did not. I was entitled to both of the refunds because both times, funds were taken from my checking account without my authorization for the date and after they were informed not to do it. All Connect Americans either talked to me like dirt or lied to me, leaving me to believe that this is the way the company conducts their business, I had to get totally stressed out over something that should have never happened. This is Connect America's fault and I don't like the fact that this rep is trying to convince me and the Revdex.com any different. This is the same attitude of blaming the customer and telling lies I've had to endure since Dec 27th, 2013. So, therefore she must be the one also in charge of training.
I want $15.00 of the shipping that I endured and a sincere apology. It seems that this employee can not give a sincere apology. If she can't seem to just get that out of her mouth, without providing evidence that just supports my claim, maybe she should turn this over to her boss. Then, he/she can also apologize for her actions during this complain process.
I truly feel sorry for the other disabled and the elders that give up or are unable to deal with this abusive team. This is totally unethical, immoral and distasteful. This company should be ashamed of itself.
Sincerely, [redacted]

Dear [redacted],
I have read the rebuttal from [redacted]. I totally understand her side of this. However,
the unit was delivered in December. We are not
charging them the three month minimum and the account is canceled with a zero balance. I don't know that there is anything further we can do.
I hope this will close this case and satisfy the
[redacted]'s.
If there are any further questions, please don't hesitate to contact my office.
Sincerely,
Barbara *. V[redacted]
Customer Resolution Manager
Medical Alert

It works! My wrist band lost it's works somewhere in a casino and I was unaware! And because it kept sending a signal, you continued to try to contact me until I finally heard you when I was in the Ladies Room washing my hands! In the meantime you had sent an E Unit to my house, were unable to reach either of my daughters but reached my sister-in-law. She had to release the E Unit when she realized I was in a casino - great and wonderful response team covered all bases. However - it took almost a full 4 weeks, though person after person assured me the wrist band was "in the mail", to finally get a helpful person to overnight one for me. I contacted you and "complained" and was given an extension of a month on my payment due date.
I will be calling Mobile Alert right after the holiday season. I was NOT notified of a 20% increase in annual costs NOR that my credit card was being charged without my being notified of the increase or the charge to be made! Perhaps I signed some-thing that allows you to do that - if so, that will be changed ASAP.

[redacted],I am sorry you received another mailing.  The mailing you received was a mass mailing from our Data Base.  As I stated initially, the account is closed with a zero balance.  That has not changed.  I will email our Marketing Department and ask that your Mom’s name and address be removed from the data base mailing list. Sincerely,Barbara ** V[redacted]Customer Resolutions ManagerConnect America/Medical Alert

Dear Ms. [redacted],
In response to the complaint filed by Ms. [redacted], please extend my sympathies for the loss of Ms. [redacted]. Also, please apologize for the debit that was taken in July. The Cancellation Department missed canceling this account and that is why the debit was...

taken.
Please let Ms. [redacted] know that until the unit is returned, the account cannot be canceled. This is stated in the Agreement Ms. [redacted] signed. That is why the account was not canceled when she called in.
I have put through a request for a refund of $29.95 for the Month of June and the $89.85 debited in July. She should see those refunds shortly.
Again, please apologize to Ms. [redacted] for me. If there is anything further I can do, or should there be any additional questions, please don't hesitate to contact my office.
Sincerely,
Barbara J. V** A[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

Fortunately I only had to call once and that was to report my 'call button' had fallen out of it's little 'cage,' so it was no longer usable. A new one was sent to me immediately. In the meantime, I did wear the bracelet. Thanks for the prompt response.

Dear [redacted],
In response to the complaint filed by [redacted], we issued two refunds for $29.95 each. There were also credits that were applied to her account. While speaking with her, we offered to suspend her account billing due to the problems she has had. She was also promised a...

Gift Card which was never received. An email was sent to that Department to send the Gift Card right away.
I believe this complaint is now resolved. 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

[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 received credit on 9-4-2015. When I called the main number Nickolas was one of the people that answered the phone.

Dear **. [redacted],
In response to the complaint filed by Jody Sellers, please be advised that she is absolutely correct. According to USPS tracking the Medical Alarm was received back to our office on April 21, 2014 at 10:46 a.m. I have no idea why it was not logged in, but I have sent an email...

to Cancellations to cancel this account immediately.
The refund will be $89.85 for May, June & July. **. & [redacted]. [redacted] agreed to a three month minimum., which would have been for Feb., Mar., and April. [redacted]. [redacted] returned the signed Monitoring Agreement, which I am attaching.
I want to apologize for the way [redacted] was treated. There is no excuse for that. As a customer service company, her experience should have been pleasant. I will listen to the telephone calls, and appropriate action will be taken.
If I can be of any further assistance, or if there are additional questions, please don't hesitate to contact my office.

Dear [redacted],
This rebuttal is for a completely different unit at a different address. The unit that the original complaint was about was in [redacted]. The unit [redacted] is speaking about now is in [redacted]. We have a signed Agreement with [redacted] on that unit and it states in the Agreement that the unit is billed until it is returned.
However, we canceled that account also. I had his name removed from the outside collection agency list and his account has a zero balance. Since we are not receiving the agreed upon monthly for the unit that is in [redacted], we will not be sending a return label for that unit. [redacted] will need to be responsible for the return of the equipment we have the Agreement on.
I hope this clarifies every thing. He was satisfied with the way the [redacted] equipment was handled, and is not upset about the [redacted] equipment. Since everything has been handled to satisfy [redacted], I hope this will close this
matter.
Sincerely,
Barbara *. V[redacted]
Customer Resolution Manager
Medical Alert

Dear [redacted],
In response to the rebuttal, please be advised that I spoke with [redacted] a short while ago. We have another billing system for roll-up billings. I believe now that I have additional information, we will be able to locate the account and credit off the balance and cancel.
This particular [redacted] of Phoenix is already canceled in my system, and I just didn't have enough information to go any further to find it. However, [redacted] was very helpful and I believe that we can get this issue resolved in a very short period of time.
If there are any questions or if I can be of further assistance, please don't hesitate to contact my office.
Sincerely,
Barbara J. V[redacted]
Customer Resolutions Manager
Connect America/[redacted]

Dear [redacted],In response to the complaint filed by [redacted], please be advised that the refund was processed and I have requested the check be cut and be sent over night to her.  The tracking number is [redacted].  The refund was for $209.65.  [redacted] is...

questioning the amount of the refund, so I will explain.  She is correct she paid $334.50.  However, $35.00 of that amount was for expedited shipping.  That left a balance of $299.50 which represents 10 months of monitoring.  Her last two months were free.  We charged her three months monitoring for the time she had the unit and the three month minimum which she agreed to when she signed up with us.  If we deduct the $89.85 for the $299.50, the balance due for refund is $209.65, which is what is being refunded. I apologize that this refund was not done timely.  I have read the notes and I believe that there was a problem with the follow-up by an Agent.  This is something we are addressing with this Agent and I can only apologize to [redacted] for such a long delay.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 ManagerMedical Alert

Dear [redacted],
In response to the complaint filed by [redacted] on behalf of [redacted], please be advised that there was an invoice on the account that wasn't credited. This invoice should have never been created. We do have the account as canceled and it now shows a zero balance.
Please extend my apologies to [redacted]. This should not have happened. I emailed our Collections Department and asked that they remove [redacted]'s account from the Collections List and Dialer.
[redacted] can consider this answer as the statement of cancellation. [redacted] can contact me at ###-###-####, Ext. [redacted] if I can be of any further assistance.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions Manger
Connect America/Medical Alert

Medical Alert is fantastic. A couple of times I have accidentally hit the button for help, and each time the person answering has been kind, understanding, patient, and letting me know that they are there to be helpful.

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that I processed the refund and had two checks cut on October 14, 2015, for $119.80 and $29.95. I requested that the checks be sent [redacted] Overnight. [redacted] should have his refund...

reimbursement as of the writing.
Please apologize to [redacted] for the delay. It upsets me to receive a Revdex.com Complaint for anything, but it really upsets me to receive one because the refund was not issued.
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 called and emailed her regarding this complaint to no avail. We do not have her as a customer in the system, nor do we have [redacted] of Phoenix as a customer in our system.
I don't believe this is our customer. Can...

you please removed this complaint from our file?
If you have any more 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]

[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]
Sorry for the delay in responding. I was in two different hospitals last week.
I am rejecting this response because: Connect America has misrepresented several key facts.
1. June 11, 2014     I emphasized in my original order that I needed a CELL PHONE unit, as I did not have land line service.  I was told I would be sent a VOIP unit.
There was a delay between receiving the incorrect unit and trying to get it activated.  I was confined to bed and I told my caretaker I would have a family member deal with it. 
2.  August 4, 2014   Customer Service did NOT contact me, I called Ruth P[redacted] to as why I had not received a replacement unit.  She said she would check and get back with me but didn't.
3.  August 21, 2014      I called  Customer Service and asked "Debbie" about my replacement unit.  She said she would check.
4.  September 2, 2014  I called Customer Service and spoke to Ruth P[redacted] again.  My credit card was charged $39.95 for monthly service/
     September 30, 2014 My credit card was charged a second time for service that was never established.
5.  October 3, 2014  Customer Service called me because I had not returned a signed contract.   ConnectAmercia did not mention  this contact.
6.  ConnectAmerica did not call me on October 10 or October 14.  I wear my cell phone around my neck and of course my voicemail works.
I realize Ms V[redacted] is trying to impress you with her quick reply, but why didn't she respond to my letters in October 2014 and February 2015?  I consider filing a complaint with Revdex.com as the last resort. 
I know ConnectAmerica will never refund the full amount so I will take what they offer. 
If you decide t remove this complaint from your website, I will file a report with [redacted].
Regards,
[redacted]

Dear [redacted],
First of all, please extend my sympathies to [redacted] for the loss of his Mother. Secondly, please let [redacted] know how sorry I am that no one has gotten back to him regarding the return of the Medical Alarm.
Please advise [redacted] to send the Medical Alarm to: Connect...

America/[redacted], [redacted], Broomall, PA [redacted]. It should be sent via a carrier that will provide a tracking number. USPS, [redacted] and [redacted] will all provide the tracking number. If he will email me with the tracking number, at customeresolutions@[redacted]com, I will keep an eye out for the equipment and get the account canceled immediately.
There is no balance due on the account. The account was paid on 9/17/13 for September, 2013 through August, 2014. Since the payment was for 11 months with the 12th month free, I believe we owe [redacted] three months of unused Monitoring Fee. I will need to know who the check should be made payable to. If it is [redacted], his address has been provided on the 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/[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:
They said they were going to credit my account but I haven't seen anything from them.
I am no giving up until I see my credits.
Regards,
[redacted]