Connect America

[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: I requested that my credit card number be erased from their system.
Regards,
[redacted]

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that I processed two refund back to the credit card on file. One was $89.85 and the other was $30.00, Shipping is not refundable.
The advertising we do shows only one of our pieces of equipment, not all of...

them. The accessories vary based on the type of unit chosen. There is no 30 day money back guarantee. The unit was not purchased, the service was. It was explained that there is a 90 days commitment in order for us to ship out the equipment. However, that being said, I feel that since the unit was shipped to California and had to be returned to us in Pennsylvania, the major portion of the 15 day refund period was used in shipping. That is why I issued the refund.
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 Manger
Connect America/Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted], please be advised, we received two payments from [redacted], and one of those payments was returned by her bank for insufficient funds.
[redacted], has had the Medical Alarm since June 3, 2014. She called on...

August 4 to cancel because she was getting a free system. She was provided with return instructions at that time.
We did not receive the Medical Alarm back in our office until October 13, 2014.
Per agreement, the account is billed until the equipment is returned, as we own the equipment. As the balance on her account is currently $159.80, there is no refund due [redacted] for $139.92. Her initial and only payment was $49.45, of which $9.50 was for shipping.
Even though the system wasn’t activated, the equipment is rented. We are not much different than the cable company. If you have cable and never turn on your television, you are still billed until all of their equipment is received.
We fulfilled our obligations to [redacted] and her account is being canceled. If I can be of
any further assistance or should you have any additional questions, please do not hesitate to contact my office.
Sincerely,
Barbara ** V[redacted] Customer Resolution Manager
Medical Alert

I have had Connect America for my mother for several years now and was so pleased that I also got it for a friend for whom I am power of attorney. It has worked out so well, they call me right away if their is a problem. Now I had told another friend and she is going to check into Connect America.
Thank you for getting my mother and my friend safe!

[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:
Regards,
[redacted]

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that the Medical Alarm unit was received in our office on May 7, 2014. The unit was billed for an annual of $359.40 to cover March 1, 2014 through February 28, 2015. The billing that is owed is $59.90 for...

March and April. The unit was plugged in until April 27, 2014, therefore, we were paying for monitoring until the date it was returned.
In order to resolve this issue with [redacted], I will credit off the balance due. However, whether her Mother was in her home or not, the unit wasn't unplugged. In working with the elderly, I know that unplugging the unit and returning it is probably the last thing on a relative's mind. I would like [redacted] to understand that we did provide service until the time the unit was unplugged. The service agreement is automatically renewable and there was no call or return of the equipment to indicate that our service was to end.
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 Ms. [redacted],
In response to the rejection filed by Mr. [redacted], please be advised that I spoke with him yesterday. In order to resolve the complaint, I have agreed to the $449.25 refund. As I told Mr. [redacted], after two Revdex.com Complaints and a Certified Letter, I was very sure that Mr. [redacted] was correct in his statements.
I am sorry that this has been an issue. I had the refund processed today and it is being sent overnight to Ms. [redacted].
If there is anything further I can do, 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] on behalf of [redacted], please see the attached letter I sent to [redacted].
Medical Alert does not take advantage of anyone. It is the customer's responsibility to test the system weekly and when it is unplugged, it is...

their responsibility to return the unit if they no longer want to use it. I am sorry [redacted] feels that we should refund all of the money paid since the unit was unplugged. However, the equipment is rented, and much like the cable company (whether you turn on your television or not) billing continues until the equipment is returned.
The refund that was issued is all that will be returned. Our signed agreement with [redacted] states that the equipment is billed until it is returned. If [redacted] would like to discuss this further, I would welcome a call from her. My phone number is [redacted] Ext. [redacted]. I am not on the phones to receive incoming calls, but will certainly call her back.
If there is anything further I can do, or if there are 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. 
Regards,
[redacted]

Dear [redacted],In response to the complaint filed by [redacted] on behalf of [redacted], please let [redacted] know that the unit was received at our location.  I have requested the account be canceled right away.
In reference to the refund, I have looked over this...

account, and it appears that the problems regarding the address were mainly in November.  I saw one issue in October.  Since we monitored the account for the period of time that the unit was hooked up, I am willing to refund all but the first three months.  This would also represent the three month minimum payment agreed to in the signed agreement.Since the total payment of $349.50 represents ten months worth of payments with the last two months free, I will retain $104.85 and the balance will be refunded via a check to [redacted] in the form of  a check.  That total will be $244.65.If I can be of any further assistance, or if there are additional questions, please don't  hesitate to contact my office.Sincerely,Barbara *. V[redacted]Customer Resolutions Manager

Dear [redacted],
In response to the complaint filed by [redacted] for her Mother, [redacted], please be advised that [redacted] disputed our charges
for the agreed upon annual payment. We disputed her case, and on January 12, their dispute was reversed back to us. We are bound by the...

policies of [redacted] regarding disputes. Their guide lines indicate that the dispute is not closed until 60 days from the last notification date. Therefore, we are unable to refund the money [redacted] paid until March 15, 2015. The dispute will be closed sometime on March 13, but because it is a Friday, the refund will be done on March 15. Had she not disputed the charge, her refund could have been done right away.
I spoke to an Agent in our Disputes Department, and she has set herself a task to refund on March 15.
I am sorry that the refund takes so long, but as I stated we are bound by [redacted] Policies.
If I can be of additional assistance, or if there are any further questions, please don't hesitate to contact my office.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions Manager
Medical Alert

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 for my mother's situation.
However, if Seniors who do not have an advocate such as myself handling these types of affairs for them, I fear that Connect America will frustratemost to the point to where they simply
wroite it off as a loss with the possibility of Connect America continuing unauthorized withdrawals  from Senior's accounts and that is unfortunate.Regards, [redacted]

Would not be without it. Have had wonderful service and very helpful help. I have had to use it many times, lliving alone I feel it is a necessity.

[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:
Thank you for acknowledging that the unit was returned.  
Service was paid for in advance and in full during the service year 2014.  There is no obligation to  continue monitoring service into 2015.
My parent moved to assisted living in Oct. 2014, at which time Medical Alerts services where no longer required. 
Therefore upon return of the unit no additional amounts are due. Please close the account immediately.
Regards,
[redacted]

Dear [redacted],
In response to the complaint filed by [redacted], the duplicate payment was refunded back to her account on December 17, 2015. I am sorry this happened, I truly believe it was a problem in the system.
As far as us having Caller Id is concerned, we do; however, the calls go...

directly to the Agent and they are unable not to answer them. I don't know why the phone kept ringing. The incoming calls go into a queue and a recording states an Agent will be with them shortly.
In reference to not being able to speak to a Manager, there is no excuse for that. Supervisors are on duty for all shifts and [redacted]'s call should have been put through to the Supervisor when she asked.
Please apologize to [redacted] for me on behalf of Connect America/Medical Alert. If there is anything further I can do, or if there are 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 let her know that I processed a refund this morning. We are unable to return the funds to a checking account, however, the check will be cut this morning and sent out today.
Please let [redacted] know that we will pay...

the overdraft fees she incurred from this debit. However, we will need to receive proof from her bank that our debit caused her overdraft fees and the total of those fees caused by us. This is needed for our records so that our Finance Department can write the check. She can
send it to me or email it to me and I will handle it from there. My email address is [email protected]. My address is Medical Alert, [redacted], Broomall, PA [redacted].
Please let [redacted] know that we are sorry for the problems she encountered.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions Manager
Medical Alert

Dear Ms. [redacted],
In response to the complaint filed by Ms. [redacted],  please be advised that we do not have record of receiving the Medical Alarm equipment.  However, I credited the balance on the account and have requested that Collections remove her account from all...

lists.This should resolve this problem.  Please apologize to Ms. [redacted] for the calls, however, since there was no record of the return, the account had not been canceled and billing had continued.  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] on behalf of [redacted], please be advised that I checked into the refund, and the Agent did it incorrectly. I reprocessed the refund and sent an email to finance to send the refund check today. I agree with...

[redacted] that the refund amount should be $89.85 and that is what the check will be made out for. I am sorry she had such a hard time getting her refund, however, it has been handled as of this writing.
In reference to the return shipping, that will not be refunded. It is the customer's responsibility to return the equipment to us. We paid for the shipping of the equipment to the customer.
Sincerely,
Barbara ** V[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

Review: I called the company to order the medical alert and ordered over the phone. They told me that I could cancel it at any time. I received it in December 2013 and canceled it the next month in January 2014.

I paid them $119 dollars to have it shipped to me and for activation. I received a bill today stating that my account was overdue and I owed $110.85. It is stamped past due notice the account number: [redacted]Desired Settlement: I would like a statement showing that I canceled in January 2014 and to waive the $110.85 charge.

Business

Response:

Dear **. [redacted],

In response to the complaint filed by the above customer, please be advised that I spoke with

[redacted] this afternoon.

**. [redacted] has not returned the equipment.

I explained that we cannot cancel the account until the equipment is returned to us. I also

explained that is why she got another invoice.

She completely understands, and is returning the equipment to us this week.

If I can be of any further assistance, or if

you have any additional questions, please don't hesitate to contact my office.

Sincerely,

Customer Resolution Manager

Review: I am writing to file a complaint against Medical Alert. The product did not operate properly and after I called and told them 2 months ago, they continue to bill me for the service. When I called the company 2 months ago and told them that the user (my 86 year old father) said he was not using it because it did not work, they eventually told me to go ahead and send it back for credit. I told them that it could be a while because I would have to get someone to pack it up and mail it back since my father probably was not able to do this. They said ok, so I started to find out how to mail the non-working device back. I live in a different state than him which I clearly told the agent at Medical Alert. Today 7/22/14, I called Medical Alert to discuss the situation. I spoke with [redacted], [redacted] (who said he was manager), [redacted] and [redacted] in billing, None would help me resolve this issue and did not have any empathy on an 86 year person. By chance, last week my father took it up hi**elf to send the device back with $350.00 amount of insurance and paid $20.00 for postage. I informed all 4 of the above people and all could not understand or do what I asked of them. This was a very important medical device that I got for my father but after he told me it was not working, asked questions of him. I was ok with him sending it back. Now Medical Alert has been calling be almost every day around 8am and let my phone ring twice and never leave a message. I request help to resolve this issue as this can be a very dangerous situation for anyone who needs medical alert monitoring and whose device does not work. I was not even given a chance to receive a replacement device.Desired Settlement: I would like for Medical Alert to stop billing me for any balance they think I should owe, Please send me an invoice specifying this and definitely credit the account once the device is received. An apology is clearly indicated if not for me, but my 86 year old father who now is upset about the entire situation. I worry situation could affect his health as he should not be taking care of this problem or get involved hi**elf. Thank you.

Business

Response:

Dear **. [redacted],

In response to the complaint filed by **. [redacted], please find the attached Central Station History for [redacted]’s account. The unit was operating fine. I have no idea how [redacted] decided that the unit wasn’t working. He has not tested it since the unit was initially set up.

As the report indicates the unit was working fine and was not unplugged until sometime after July 13.

According to the notes in the system, [redacted] called in on 6/19/14 and said “the system doesn’t work and he refuses to use it”. At that time he was given return instructions. Then on 7/15/14 a call was received that his health is better, and again return instructions were given.

The bottom line, is that the unit was working; [redacted] decided it didn’t work, although he never tested it. It was working, plugged in and being monitored from the time it was activated until sometime after July 13, 2014.

The outstanding balance on the account is $89.85 for June, July and August. The unit is billed until the equipment is received in our office. At this point, the balance owed is June and July. However,I am willing to credit off the balance due if the unit is received timely. If either of the [redacted]’s will provide me with a tracking number, when we receive the unit, I will credit the account. However,if we do not receive the unit until the end of August, the full $89.85 will be due. From the information that was provided by [redacted], the unit is on its way back to our office.

As far as the calls are concerned, they are coming from our dialer which calls all delinquent customers. It doesn’t actually hang up, had **. [redacted] held on for a couple of minutes, he would have spoken to an Agent in the Collections Department. Those calls will end once the account is canceled.

If you have any further questions, or if I can be of additional assistance, please don't hesitate to contact my office.

Sincerely, [redacted]

Customer Resolution Manager

Connect America/Medical Alert

Business

Response:

[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

Consumer

Response:

[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.]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]