Connect America

At first I had a hard time checking my device each month, but that got easier. I've never had to use my system, but when my bracelet malfunctioned, I was away from home. Since Med Alert could not reach me, they called my granddaughter who is my contact. In this way we were assured of prompt performance. Only once have I experienced a rude response from customer service. That's really a good record because I'm from Alabama with a drawl and I'm elderly, so I'm accustomed to a great deal of condescension. Med Alert gives my family and me peace of mind!

Review: see Attached document

[redacted]Desired Settlement: see Attached document

Business

Response:

Dear [redacted]

Great job. no complaints. good service.especialy nice office people when I call for help. Susan B Chelsea, Kristin and all response people when testing or call ing in an emergency. thank you

Works as advertised

Review: I was told on March 20, 2014 that I would be billed $29.95 for one year of a medical alert purchase. I was not told it was billed at 12 months of $29.95. I asked if it was 29.95 x 12 or was it 29.95 for 12 months and she said I would be billed just $29.95. I was billed 329.45! On April 3, 2014 I was billed again for $34.95 and again on May 1, 2014 I was billed $34.95 for a second device that did not work. When I was billed in April the lady I spoke to said it was an additional $5.00 a month, so I was expecting $100.00 coming out of my account and it was not. I called today May 1, 2014 to find out why they are taking so much out of my account and they put me on hold for an hour and were rude and inconsiderate. I would like a mark on this business as to being horrible and unethical in billing.Desired Settlement: I want a full refund of $399.35 which is the $329.45 and the 34.95 x2

Business

Response:

Dear [redacted],

In response to the complaint filed by [redacted],

please be advised that the charge was $29.95 times 12 months. If paid annually, the charge would be $329.45, which includes one month at no charge. This was paid by [redacted]. The

unit didn't work for her, so we sent a Cellular Medical Alert with a return label inside the box

to return the first unit. We billed [redacted]

for the new unit at $34.95 monthly. The original unit will be refunded in full upon receipt of that unit. Upon receipt of the second unit, that refund will also be done.

I am sorry [redacted] didn't understand that since they are two entirely separate units at two different charges, we would charge for the second unit. I am also sorry she feels what we did was horrible and unethical. It wasn't, she had two

units and as of this date, neither one has been

returned.

Please apologize to [redacted] for the confusion

regarding the billing. Also, please let her know

that once the units are returned, we will refund

what has been paid.

If you have any further questions, or if I can

be of any additional assistance, please don't hesitate to contact my office.

Sincerely,

Customer Resolution Manager

Medical Alert

Review: I am a disabled person. I got my Medical Alert Service on November 3rd, 2014. My payment was set to be deducted on the 3rd of each month and was for over 24 months. Then, when bought out, they took my payment out my Feb 3rd, 2014 , on Jan27th payment . Their payment cleared my bank, but I had an overdraft of $37. They requested evidence and I was told they had sufficient information.. I told them I was cancelling my service and not even another cent was to be deducted from my account. They gave me an incomplete address. I tried to mail the unit, it was returned to me. I even included an additional unit, valued at $389, that they were unaware that I had, that the previous company was suppose to send someone to pick it up and never did. They would not give me a full address but the postmaster was able to get it out of them. They also informed me that I would have to pay the shipping, which I did, on both units. Then, they deducted another $29.95 payment, from my checking account. I talked to over thirty employees, 90% had a nasty attitude with me. But, when I was able to talk with a person that wasn't, they always stated that my money was being mailed that day. On this past Wednesday, I talked with Tykia, a Supervisor, she informed me that is would be crediting my account for the $29.95 and overnighting me the $37.00. Today is Friday. There is no $29.95 credit back to my checking account and my mail has ran and I have not received the overnight envelope. I called to verify both transactions were made. She informed that the $29.95 was credited back to my checking account (Which I do not see). I asked her to verify that the $37.00 was overnighted. She would not and got smart, then put me on indefinite hold. I called and asked for Tykia and was told that I didn't need to speak to her, when I insisted, I was put on indefinite hold. Now, when I call, I arrange to be called back when I am in line and they do not call back. I had told Tykia that if the arrangements were not met this time I would file a report (s). Today I told the girl that when she would not verify the $37.00 check was overnighted that I would turn them in of it had not been mailed out as agreed. She told me, "You do what you think you have to do." I told her that I do not think the owner of your company would like to hear you say that. She sharply said, hold on and put me on indefinite hold. Now I can not get them to call me back. I have told every employee that I was on a fixed income. They have messed me up two months. I told them I have take the money they cost me and deducted from my account away from my medication money. I have told them that I have had a stroke and I can not be under this stress. I told them I get by on Ramen noodles and Chicken soup. I feel very taken advantaged of and I would hate to see what they do to the elders. This is too stressful for a stroke victim. This has been going on since Dec 27th and I want them to live up to their word, instead of playing these games of lies. I am the victim and they talk to me as they are. I only asked for what I was due. The need to show me in a contract signed by me that they can take funds from my account, on any given day that they chose. If someone did them that way, they would probably be way more upset than I am. This is the first time I had to contact them and it was an extremely bad experience, a nightmare.Desired Settlement: I want $37.00 (the return check fee they cost me), $29.95 ( the month after I cancelled and it was still was taken out of my checking account and the equipment was postal hands) and now the $20.00 ( for the shipping I paid to give them an extra unit, along with the other). I want this done the day they get this. I also want a written apology for the unfair treatment that I received which I would call abuse of the disabled.

Business

Response:

Dear [redacted],

In response to the complaint filed by [redacted], please be advised that the $29.95 was refunded to her account through a [redacted] Card (the way it was taken)on March 5. A copy of the receipt is attached. Unfortunately, the $37.00 check was not cut and mailed until yesterday. I apologize for that, but we can only request that it be cut immediately and overnighted. In this case, the request was not honored.

As far a shipping is concerned, we do not pay for return shipping. [redacted] decided, on her own,to return a unit she said was supposed to be picked up by another company. I am sure that once the units were received, they were discarded. We only use our units for our new customers. We were only billing her for one unit and that needed to be returned in order to stop the monitoring and billing.

I am sorry it has taken so long for her refunds to come through, but she can rest assured that the $29.95 was refunded and the $37.00 overdraft fee check was mailed.

I have listened to many of the calls that were handled by our Agents, and [redacted] was not nice at all and she very threatening.

We do not give partial addresses for returns that wouldn't benefit us at all. Neither would deliberately billing a customer for money that we would have to return.

We care about our customers very much and don't want to cause them any hardship.

Sincerely,

[redacted] Customer Resolution Manager

Medical Alert.com

Consumer

Response:

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]

Business

Response:

Dear [redacted]:

I have read the rejection and I have also listened to the recordings. I have listened to all of the recordings we have of her telephone conversations. I think that there were a couple of calls where the Agent could have been nicer, but never was anyone mean to [redacted]. If she felt they were, I am sorry for that.

As far as return labels are concerned, they are sent if absolutely necessary. In most cases they are sent out when the user of the Medical Alarm has passed away. We do not send return labels to all customers, as it is the customer's responsibility to return the unit. We have not lied, I requested that the check be overnighted.

It wasn't and that was an error on the Finance Department's half. Everybody makes a mistake once in a while. I am sorry it happened to be on the overnighting of the check. It was requested.

We can resolve this once and for all. The paperwork I sent out was proof of when the payments were put through. If [redacted] will

fax to me the statement showing we caused an overdraft fee, I will refund her shipping. I know that she has sent over the statement before, but that was back in December and the person it was given to can't seem to find it. My fax number is ###-###-####. Please put fax to my attention.

I am sorry she feels that this company has mean

people in it. We all care for our elderly and disabled customers.

[redacted] was a customer of Life1 and her account was transferred to Connect America.

I mention this so she knows that her billing was only done by us for three months. Her agreement of debiting the account on the 3rd was made with

Life1. I am not quite sure whether the communication was clear on this subject between

Life 1 and Connect America.

Sincerely,

[redacted] Customer Resolution Manager

Medical Alert

I was thankful that I had your service in March of this past year. Within minutes of my notifying you the paramedics were at my home to transport me to the hospital after I fell and suffered a broken hip. My daughter was notified and she arrived with the paramedics. I have told many others of my experience. Thank you!

Review: I received their product 7/5/13. I learned this what not what I wanted. called to cancel got an answermachine, let a message I was returning product. Would like a refund of $99.35 back . Sent back Fedx Trace 60128064

Have not heard from them . My local TV news talked about a scam going on.

Business

Response:

Dear **. [redacted],

Review: On 14 Jan 2013 [redacted] installed a medical alert that they secured from Connect America on the home of [redacted]. At this time they put the charges on their credit card. Since [redacted] are not responsible for the semi annual payment Connect America must send bill to [redacted]. If they bill [redacted] they will have to cancel their credit card. Our request is that they send bill to us for payment [redacted].Desired Settlement: Make sure they send bill for payment to [redacted] for payment every six months.

Business

Response:

Dear [redacted],

I don't like the new type wristlet,Therefore I can only give a 9.

My mom has alerted Medic Alert a number of times when she has fallen. Medic Alert staff answered immediately and notified family members right away. They are so caring and know how to respond to an emergency and get help immediately. I am so happy with their service and highly recommend them. I thank them for their Wonderful service.

Review: On Feb11th we ordered the Connect America services for my parents, [redacted] and [redacted]They required a month payment and then per Randy they would go month to month after the first paymentWe authorized the charges on our credit card for the first paymentOn April 14th my parents moved into assisted living no longer requiring the Connect America servicesI contacted Connect America to cancel our services and they explained that the service could not be cancelled until the equipment was returnedWe promptly boxed up the equipment in it's original package and sent it Priority Mail to the address that they had given us - Connect America Corporate Headquarters, [redacted], PA[redacted]On April 21st at 10:AM the Post Office delivered the package to Connect America, see USPS tracking numberUnfortunately this website will not allow us to include the tracking number as it interprets the numbers as credit card numbers, call us or email us for the tracking numbersAfter returning the equipment we assumed everything would be closed out and done
On May 12th while reviewing my parents credit card statement I noticed a new month charge from Connect America on May 2ndI promptly called their office and spoke with [redacted], explained the problem and he said he would email the billing department and suggested I call them directI proceeded to call the billing department this time speaking with [redacted] again explaining the problem and letting her know I had spoke with [redacted]She denied knowing who [redacted] was, after frustrating minutes on hold she came back and said they had not received the equipment and she could not help us any further
Connect America did receive the cancellation call from us on April 14thThey received the equipment back on April 21stTheir billing department people have been rude and completely uncooperativeThey owe us a reimbursement for the second month charge of $along with the prorated balance of the 1st payment which based on a start date of Feb11th and an ending date of April 21st ( the date equipment was delivered) at an average daily rate of $equals $Total reimbursement due is $Additionally an apology from their billing department would be appropriate.Desired Settlement: Credit our credit card, however the bank has issued a new card to [redacted] and [redacted]A check would be more appropiate at this point since we are hesitant to give this company their credit card number again
Business
Response:
Dear **[redacted],
In response to the complaint filed by Jody Sellers, please be advised that she is absolutely correctAccording to USPS tracking the Medical Alarm was received back to our office on April 21, at 10:a.mI 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 $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 treatedThere is no excuse for thatAs a customer service company, her experience should have been pleasantI 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
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's responseIf 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, if a check is sent out promptly
Regards,

Review: this company called me offering a free life alert medical device for a monthly activation fee of $40.00 and the first month would be $50.00 for shipping fees and would take 3 weeks to arrive in the mail. I accepted the terms and deferred the 1st month billing to Feb 28th to when I got paid for March. In the meantime, I received notice that my rent was going to be increased to which would make the monthly payment not affordable for me. I called the company to ask them to cancel the service and the equipment. the person I talked to referred me to the billing department. That department refered me to another phone number for Cancellation Department. Cancellation said refunds were in the billing department and to call that number. On Febuary 28 the company took the first payment after I had spoken to a person and cancelled the service. Every day that I call to try to get a refund a live person takes down my name and phone number and promises to call me back within one business day. when they call me and I explain I want to cancel they refer me to cancellation and then cancellation refers me back to billing to which they take my name and phone number. this back and forth has been going on for a week now.Desired Settlement: The sum of $49.45 refunded back to my method of payment [redacted] debit card ending in #.......[redacted].

Business

Response:

Dear [redacted]:

Review: I been trying to disconnect my service an they said I can't .I order it by the phone why can't I cut it off by the phone.Desired Settlement: cut it off send a label so I can shipped back to them.

Business

Response:

Dear [redacted],

In response to this complaint, I checked the account. The customer was advised what had to be done in order to cancel the account on May 28, 2014. That was to return our equipment. The equipment is the property of Medical Alert and in order, for liability purposes, to cancel the account we need to have our equipment returned.

Billing continues until the unit is returned to us.

I will send a return label to [redacted] if that will make it easier, but we are unable to stop billing and cancel the account until the equipment is in our office.

If I can be of any further assistance, or if there are additional questions, please do not hesitate to contact my office.

Sincerely,

[redacted] Customer Resolution Manager

Medical Alert

Just started using this a few months ago. So far so good!

Have had to use 3 times. Immediate response of ambulation. One negative - when notifying my emergence contacts, need to be able to tell them which hospital I'd been taken to. This caused a lot of frustration for my family trying to find me and get update.

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

Review: My father purchased this product and service to provide emergency alerting. My father passed away in February of this year. I contacted Medical Alert (Connect America) and was informed that that the equipment that is advertised as purchased and shown on what paperwork I have as purchased was in fact leased and needed to be returned. I was assured by customer service that the account was closed and we sent the equipment back in April.

In May I received a bill for service, and again contacted Connect America, I was again assured that the account was closed and the cause was their conversion to a new billing system.

This week I received a new bill for service from February through September of this year. I again contacted Connect America and was informed that the account was again active because they did not receive the equipment. When I asked to speak with a supervisor I was put on hold for over 30 minutes.Desired Settlement: A letter formally confirming the closing of the account with no outstanding balances .

Then never contact me again.

Business

Response:

Dear [redacted],

They have caused nothing but headache to my entire family. They have called and harassed my 72 year old mother every day. The equipment didn't work she returned it they charged her anyway. They sent new equipment out she refused it and had it returned they called and harassed her about she never returned it. My sister called them they tell her they did recieve both equipment back and they'll credit her account. But didn't instead hit her account again. Says it can be canceled any time she has written them called them and get no where. These people are suppose to help the elderly but instead they drive them crazy with there calls and charging their accounts. Customer service is like contacting no one gets you no where. There playing a scam game with our elderly parent. They should not be allowed to continue business the way they do. The left hand dosen't know what right hands doing game. They play that to confuse everyone. And in process they are taking customers money. and driving them crazy with several different calls and different people calling daily.

Review: On February 1, 2013 I agreed to sign up for a medical alert necklace for $29.95 a month. They are threatened to add on $5.00 if I will not allow them to take the payment out of my checking account. I write a check each month to Connect America for the service. I do not want them in my checking account. Since December 15, 2014, I have been calling to cancel and cannot get anyone to return my calls. They sent me a bill for January with the additional $5.00 and I am not going to pay the bill.Desired Settlement: I want to cancel my service and I want someone to call me.

Business

Response:

Dear Ms. [redacted],

In response to the complaint filed by Ms. [redacted], I had one of our Customer Relations Agents call Ms. [redacted]. He advised her that we would keep her rate the same and not increase her.

Ms. [redacted] has agreed to the adjustment to her account and will remain our customer. We will not debit Ms. [redacted]' account and she will continue to be invoiced.

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 J. [redacted]

Customer Resolutions Manager

Medical Alert