Connect America

Several years ago, I subscribed to Medical Alert on behalf of my aging parents. With them living in a rural area, I felt as if this company could provide an added advantage for them in case of a medical emergency. Two times within the past 14 months we have had to utilize their services, and in both cases, the response time was very good. My father had experienced a stroke and my mother had fallen.
Succinctly, the service works and I would highly recommend them for anyone needing the comfort of an added advantage.

Very pleased

Fine service!

When ever calls got my answer for the questions.

Very efficient service !1

I am happy to use my medical alert button, but wish you would answer the phone faster when I use it.

We've been with them several years and have always found their service quite acceptable.

Review: I signed up for connect america in 2011,for at home service,upgraded to an every where service 2-8-14, checked my gps got the wrong address, on wed., of last week a false alarm sent medics from the fire to my condo checking my well being. With service like this I have been trying to cancel the service to no avail,First I was told [redacted] would deliver a return box on wed. 2-8-14 this was just one of a dozen different promises.When you contact this company rest assured they will tell you how acomadating they have been, they are everything but.Any help will be deeply apperciated. Sincerely Yours![redacted]Desired Settlement: complete canncellation of all services

Business

Response:

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

Review: In July 2014 I ordered a Medical alert system. It arrived and after setting it up it wasn't as advertised. I immediately returned the entire system and they received it back on 8/11/14. They have not refunded the refund I have coming and now they are billing me for 6 months more of service, claiming they did not get there product back I have a tracking number that shows it was delivered to them on 8/11/14. They also do not answer their customer service phones, although I have tried many times I have only been able to leave my name and number and there is never a return phone call.Desired Settlement: I want an immediate refund and I want them to stop billing me.

Business

Response:

Dear [redacted],

In response to the complaint filed by [redacted],

please be advised that I have put through two $29.95 refunds today. [redacted] should see them as credits on his credit card no later than Monday, September 15.

Please apologize to [redacted] for the delay, our

Cancellation Department is a few weeks behind and until they enter the cancellation into the system,

we are unable to process the refund.

[redacted] paid $35 for shipping that is not refundable, however, what has been paid for the monthly on the system is refunded.

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

Sincerely,

Barbara *. [redacted] A[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,

It gives me peace of mind 24/7.

Fortunately I've not had to use these services this year. However, when I test
the units everything works out well.

I have had excellent service with this company. Personnel involved with my location have always been very helpful and friendly.
I had an incident where emergency personnel were called out to my residence in error (It was my error, I pushed my emergency button by mistake). Various emergency vehicles and personnel were involved with this incident, so there was much time lost due to this error. Everyone involved with this were very concerned about my health and welfare. There was no mention of the fact that I was in error with this incident. This to me, was unbelievably very admirable!

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

At first I was a bit skeptical but I work a lot and it gives me peace of mind to know if there's ever an emergency she will get help right away and they will contact me right away and it's affordable I would highly recommend it for people that don't want to leave their loved ones home alone.

Medical Alert is a very curtious and caring company. I have had only the most positive experince with them.

Review: My husband is disabled. Apparently, without consulting me, he ordered the medical alert button sometime back. When it arrived, we discussed it and came to the conclusion that we he could not afford it at this time. So, we re-packaged the medical alert box RIGHT BACK up. The equipment was not only NOT used, but never removed from the box. The service was NEVER Activated. I mailed their package back to the company at my expense. [redacted] makes only 470.00/month Social Security and cannot afford this service at this time. I have notified the company that he cannot afford this, and that, I have sent back their machine, but we keep getting monthly bills for service that has never been activated.Desired Settlement: I have sent back the machine, unused. The service was Never Activated. Please stop sending bills (or attempting collection) as I feel we do not owe them anything. Thank you so much. [redacted] and dennis [redacted]

Business

Response:

Dear [redacted],

In response to the complaint filed by [redacted], please be advised, the Medical Alarm was not received here until July 18, 2014. The unit was sent to them in December. Therefore, they didn't return it right away, which is exactly what should have been done.

When the unit was ordered by [redacted], he was advised that he was responsible for the first three months and he could cancel at anytime. However, in order to cancel the account, the equipment needed to be returned to our office.

I understand the financial side of this for the [redacted]'s, but would like to know why they held onto the unit for so long. We are much like the cable company. If you order cable and never use your television, you still have to pay because you have their equipment.

I will credit off the balance owed, but there would be no refund to the [redacted]'s. In reality, they owe $59.90 for the second and third month.

Had they contacted us at anytime, we would have been able to help them get this matter taken care of. We were never able to reach them, and they never called us regarding this matter.

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

Sincerely,

Barbara *. V[redacted] Customer Resolution Manager

Medical Alert

Consumer

Response:

[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]

Review: [redacted]

I just want to let you know that I did not know about this machine until about maybe April?; I do not think it was around the home prior? I did tell my husband to return it right away and I saw him package it up. I thought he had mailed it back. I work a lot and he does the errands as he is disabled and at home. At some point, I noticed that he had not sent it back and then did so myself....he said at the time he had not had the money and then forgot about it. He has dementia. I know this type of system would be benefial for him due to his disabilities, but he cannot afford it at this time. He makes only 479.00 a month Social Security. I will speak to my husband about this later this week as I am gone from home right now.

Regards,

Business

Response:

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

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] Hello: Please except my apologies for this mess. I did not realize until this past spring how extensive [redacted]'s dementia is getting. He has been covering it well with writing himself notes and telling me he will "take care of it". I am now realizing that I will have to be doing a lot more of the money oversight , as this example proves. We had this service for my mom before she died; it made me feel safer knowing that we lived in different states. I am now trying to get our finances straightened out from the mess [redacted] has gotten us into. At some point, we will probably need to get him a "button" too and I now know who to go to and who to trust, when I get to the point he needs it and we can afford it. God Bless, [redacted]

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.

Review: It started yesterday, I order the Medical Alert System for my mother, she has decided she no longer wants the system.. So I called yesterday and talked to [redacted],he tried to get her to stay with the service, so I called my mom and asked again if she was sure she wanted to cancel, she of course said yes. SO I called [redacted] back to let him know, that we were gonna go ahead and cancel, but he was not in, so left a message for him to call back, yesterday, he never did. SO I called again today, with [redacted]'s extension and got the message he wasn't available. So I tried calling the company and starting over with another operator, I first talked to [redacted] and he said I needed to talk to [redacted], and he was right there, I waited for [redacted] on the line for 10 minutes, so he wasn't right there. So I tried again, talked to another operator [redacted], and he said the same I need to talk to [redacted], and he was right there, I was on hold for him for 30 minutes. All I want to do is cancel this service, and send the equipment back help!!!!!!Desired Settlement: All I want to do is return the equipment and cancel the service, but [redacted] apparently doesn't want to tell me how to do this. Please help thank you

Business

Response:

Dear **. [redacted],

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

Never had a problem , very satisfied.