Connect America

Assuming that this review is for Medical Alert, I have typed in my
review. No complaints.

They are on the spot if you need help or information

Review: Hello,I currently pay for my mother's Medic Alert, yesterday 3/5/14 I contacted billing to change payment type from my credit card to my moms bank account, I was met with an automated system, that after I selected "billing dept." said the wait time was over 20 minutes, and I could have a call back to my number without losing my place on line. On 3/5/14 I called twice to ###-###-#### at 4:37 pm and chose the call back option, then again on 3/5/14 7:49pm both times I did not receive their guaranteed call back. I called today 3/6/14 and had the same the situation more than 20 minute wait, I called ###-###-#### and my phone timed out and I was disconnected at 46 minutes. At this point I want to cancel service and completely feel this is a scam at this point. I called customer service who takes orders and they answered within a minute, supposedly this person I spoke with today 3/6/14 at 4:33pm said they would send an email to billing dept. asking them call me asap. I never received a call back and it is now 7:15pm. At this point, I need to cancel the service, and I really wonder how many elderly people this company is taking advantage of, when trying to cancel or change their billing. This completely disgusts me after paying for this service for my mom for the last 5 years to have a company so unresponsive and obviously running a scam to limit cancellations of their product. The billing department will not respond to allow me to cancel the service, this should be illegal.Desired Settlement: They need to cancel the service for my mother [redacted], [redacted], ME as of 3/5/14 and issue a refund for any applicable days.They need to contact me and send me the needed shipping boxes to return the unit and stop billing my credit card.

Business

Response:

Dear [redacted],

In response to the complaint filed by the above customer, please be advised that one of our Agents called [redacted] and has given him her direct information so in the event he needs to speak with the office, he can contact her and she will handle anything he needs to have done.

I apologize that [redacted] had to go so far as to contact you in order to have this issue resolved. I do know that our Billing Department has been swamped with an unusual amount of calls this past week, but that is not the Customer's problem, that is our problem. I am sorry that no one got back to him.

Please also make sure that [redacted] has my information as well. If he is unable to reach Tina, he can call me at ###-###-####, ext. [redacted]. I am not always on the phones, but I do check my voicemail and he will get a return call.

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

Sincerely, [redacted]

Customer Resolution Manager

Medical Alert

I think I'm lucky to have a medic alert button on me at all times. I think it is the best security I can have.

Review: This service is for my mother and has been in effect since July 2013. When called to verify the code on the door to access the emergency box, the company did not have it, nor did they have it on file.

The name of my mother is [redacted]. [redacted], living at [redacted].Desired Settlement: Due to the fact that they do not have the code to get into the home, from the lock they placed on the door, the services they provide are inefficient, unproductive and unsafe. I would like to the entire bill from July 2012 to the present be refunded, the services terminated and the products removed from the home.

Business

Response:

Dear **. [redacted],

I haven't had to use my medical alert, but I have had no problem.. I have a question though. Is there a battery in my device and if so how do I know when it needs replacing?

Review: August 23, 2013

Dear Bureau Employee,

I am writing to you for much needed assistance and intervention with a situation I am experiencing with Connect America. I attempted to contact the Revdex.com in the jurisdiction of the product, (note the enclosed letter of July 23, 2013). Unfortunately, no one has contacted me from this office and Communications with Connect America have been ignored while they continue to bill me on the account I had for my father, which I cancelled with them in mid-April, as well as continuing to send me a contract on the account I opened for myself, (which was paid for the year when opened) all this even after cancelling in writing as well as verbally by phone.

There has been some resolve on my request. My last bank statement does reflect a credit of $36.62 for the remaining month on the account and unit I had for my Dad, which was done on July 13, 2013. (Account #[redacted]). Yet, they are still sending me billing for this account and I still have not received the return labels I have repeatedly requested or a credit for the account which was in my name. (Account #[redacted]) Each time I call I am pleasantly told that the return labels will be promptly sent to me and I must speak to billing to cancel the account but have yet to get through to them.

If this company does not provide me with return labels am I obligated to return the product at my own expense? I think they figure if I have the product in my possession then I am liable for the account. It ail appears to be a racket to me. I originated the transaction through an ad in the Parade insert in my newspaper and thought this would be legitimate but now I have strong doubts about it.

It appears that there is no communications between the various departments and even worse they do not follow through with what they promise. I am at my wits end with this company and no longer wish to have their product in my house and have requested in writing credit for my account, [redacted].

I am now requesting two return labels and the amount left on my account for September - April, totaling the amount of $319.60. This is more than fair as I initially contacted them in mid-June, and do not intend to pay for another month of service.

Any assistance that you can provide for me will be greatly appreciated.

Sincerely,Desired Settlement: see attached PDF

Business

Response:

Dear **. [redacted],

Review: Medical Alert System was sent to my parents home and NOT activated for over 6 months. Connect America made no attempt to find out why someone who is 90 did not call to get it activated. However, they did expect to get paid for every month! What kind of a medical alert company would send a device, bill the customer and not even try to get them to activate it? I can only think that this is one of the many scams against the elderly and this must be reported and stopped!Desired Settlement: Full refund for all months not activated (6 months times $29.99 = 179.94). ALL equipment has been returned. All charges should stop.

And leave my parents alone.

Business

Response:

Dear **. [redacted],

Review: We returned our [redacted] unit to this company. I have the [redacted] receipt that they received it Dec 1,2014.On Dec 3, 2014, they charged us the monthly fee of #39.95 again. I called and asked that the money be returned immediately. I called again Dec 17, 2014 asking for the money to be returned. On January 3, 2015, the company again charged our bank account $39.95. I called January 5, 2015 and asked for both charges to be returned. I have subsequently called January 13th, 27th, 28th and 29th (tice) and have yet to received a call back from the supervisor as requested. The man I spoke to on 1/128/15 said the check had been cut but he could not tell me the date it was cut or if it had been placed in the mail.Desired Settlement: I want the refund check overnighted to me at the company's expense immediately.

Business

Response:

Dear Ms. [redacted],

In response to the complaint filed by Ms. [redacted],

please be advised that we did issue a check for the refund and mailed it on January 16, but as of yesterday, Ms. [redacted] had not received it. Per her request, we stopped payment on the check and cut a new check. This check was sent over night to Ms. [redacted] for delivery today.

I have spoken to Ms. [redacted] and apologized for the delay. Hopefully, this complaint is now resolved.

If there is anything further I can do, or if you

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

Sincerely,

Barbara J. V[redacted]

Customer Resolutions Manager

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,

Review: I, along with my 89 year old mom, purchased a monitoring system and services in 2010 with the understanding that we would be billed each year for the services. That occurred properly up until September 7 of this year when connect america took $359.40 from our joint acoout without our authorization. We phoned them on September 12, once we noticed, and requested that all services be discontinued and all money returned immediately. We mad this request to Tykia T[redacted], Company Supervisor at ###-###-####. Ms T[redacted] informed us that the servuices could not be discontinued until after the equipment is received by their office. I then asked her to send shipping packaging to which she obliged. She said that once th eequipment is received by the office a check woul dbe mailed within 2 weeks. We received a [redacted] shipping label 3 days later and sent the package via [redacted] on September 17, 2014. They received the items within 3 busines days after that. I phoned the office on September 29, October 13, and again on October 27. Each time I phoned, a representative told me that the funds should be in my hands within two weeks. On Septebmer 29, I was transferred to Dawn in Technical Support, On October 13, I Spoke to Simone in Customer Support, and on October 27, I spoke to Simone, once again in Customer Support who tranferred me to Harrison in Billing. Harrison told me that if I do not receive a check within 2 weeks, I should call the office yet again. This service was purchased for my 89 year old mom from a company who originally told me that they were ENDORSED by [redacted]. I recently found out that, in fact, they are NOT ENDORSED by [redacted], but, simply ADVERTISED with [redacted]. Now, if my mom did not have me to be an advocate for her, no telling how much run-around she would have gotten. Our older citizens should not have to jump through these kinds of hurdles in order to get services stopped and money refunded. Had I not intervened, the company would have charged my mom even if she told them that the services were no longer desired. A lot of our older citizens would have great problems nevigating the return of this equipment ordeal. This company needs to change its practices regarding stoppage of services and how it refunds to our older citizens. They should also be more spedy in refundingour funds.Desired Settlement: They should refund the funds ($359.40) immediately. They should also send me a letter of apology and some statement indicating how they are going to change their policies to better accommodate our older citizens. Most of these citizens are living on fixed incomes and cannot afford a company just blatantly taking funds from an account without receiving an invoce for the funds.

Business

Response:

Dear [redacted],

In response to the above customer complaint, first and foremost, let me apologize for this situation. I have read the notes and it looks as if the only Agent that followed up on this refund was [redacted]. Since Tykia spoke to [redacted] and sent a return label, she should have tracked the unit or had someone do it for her. The refund should have been issued when the unit was received.

Please accept my apologies for this situation. I checked and the check was finally cut yesterday. I have it being sent overnight for delivery tomorrow.

Again, I am sorry this happened to [redacted]. If there are any questions or if I can be of additional assistance, please don't hesitate to contact me.

Consumer

Response:

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]

Review: I bought the Medical Alert for our home. I am 76, my husband is 85. I paid three months service in January and another payment will be due in April. I called Medical Alert/Connect America on Febuary 11/13 and told them I was going to send it back. I was told they would send me a return mailing lable and to wait for it. In the mean time I have called them two more times and ashured the lable would be here. My last call to then was on 2/27/13. I still have no lable. I do not want another payment coming out of our account in April. I was also told they sent a lable to our home address. If something is sent to our home, it goes back because we get mail from a Post Office Box. I was told the lable would be sent to the P.O. Box. We don't have it yet. The emergency box has not been plugged in since the first call was made telling them I want to sent it back. That was 1/11/2013.Desired Settlement: I just want to send this back without more money spent on another three months.

Business

Response:

Dear [redacted],

In April 2015, I began looking for a medical alert company for my 80-year-old mother who fortunately escaped injury following a fall getting out of the bathtub. I chose Medical Alert due to their claims of longevity in the business, their training of emergency operators and their better ratios of emergency operators to clients. This decision has been nothing but a headache since we began.
Due to my mother's fixed income, I set up her base unit as a charge to her bank account and her mobile alert 911 system for her car as a charge to her credit card. The first mistake the company made was to charge both to my mother's bank account subjecting her to possible overdraft at the end of the month. The second mistake occurred when I brought the mistake to their attention. Instead of crediting her bank account for $240, they charged her bank account for another $240.
When I called to clear this up, it took about five phone calls to get everything straightened out in May 2015. They apologized and gave me another free month of services on top of the original free month. They told me I would not owe anything until August 2016. In June 2015, they sent a bill to my mother and called her at least four times to set up a payment plan for her services. I called them and the billing department looked in their system and confirmed that we had paid for the year, but that their system had coded the payment incorrectly. They promised to fix it and apologized. My mother received another bill in July showing a past due amount. I called them again. I told them to check their system from April and May. They exclaimed they were very sorry. The young man said he was going to talk to his supervisor and that I would not receive another call unless it was an apology. I received yet another call yesterday. I promised that the next phone call I received trying to collect money that we didn't owe that I would cancel the service. Today, my mother received another call. We will be canceling service and asking for a refund of our annual prepayment. I have lost faith in the company. If it weren't for me managing my mother's finances, I'm sure she would have gone ahead and paid the additional bills. I believe their billing department might very well be shady and may be preying on the needy. I highly recommend choosing a different company. We will be. I hope this review helps others in avoiding such an experience. If they have so much trouble with billing, I wonder how they would handle a real emergency?

Review: I signed up for the Medical Alert Service on 8/27/13 and was quoted $189.20 for six months of service. My credit card was charged $189.20 on Sept. 24,2013 as per our agreement. On 1/6/14 I agreed to an additional device that woud cost another $10 a month. On 2/26/14 my credit card was charged $29.06- I wasn't sure of this charge but thought it might be three months worth of the additional device. On 4/4/14 , my credit card was charged $400 which I could not figure out what for. I called and spoke to three different people and no one could tell me why I had these charges placed on my credit card. I called seven different times and asked for an itemized bill to explain these charges and was put on hold with billing for over twenty minutes to no avail.

I have told my credit card company not to accept any more charges from this company on my behalf. I am a senior citizen on a very low fixed income and can not afford these charges. This company has very poor billing and customer service. There are a great deal of complaints against their handling of billing and customer service on Revdex.com website!Desired Settlement: I would like an itemized bill and explanation of the $400 charge. I do NOT want to renew my service with this company after the initial year is over. (August 27,2014) I want these charges corrected.

Business

Response:

Dear [redacted],

In response to the complaint filed by the above customer, please be advised that [redacted] was called and she agreed to pay an annual payment.

That is why the $400 was deducted from her account.

I called [redacted] and we discussed that I would refund $160.30. That is the payment she owed

for $239.70 deducted from the $400 which was paid. She agreed that was fine. The refund has been put through and she should see the refund in about a week.

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

Sincerely,

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 am rejecting this response because:

I did not agree to a year's services! I agreed to August - Feb 2014. I told [redacted] that she needed to send me the information(billing) and I would let her know about what I decided. At this point I want to cancel imediately because I am very dissatisfied with their customer service and billing. (They charged me for an entire year after the first six month was over- not authorized.)

I have paid for services up until Feb. 2014, I am willing to pay for March, April and May. I need to be reimbursed for all the added months billed.

I have also read complaints that state that Connect America/ [redacted] say they do not receive returned devices and charge the customer with equipment prices after they have been returned, so I will be returning the equipment by certified mail. This has been a very stressful process and I want to end my business dealings with this company!

I want an invoice reflecting the revised bill. AND my credit card credited with the unauthorized charges.Regards,[redacted]

Business

Response:

Dear [redacted],

In response to this rejection, I called [redacted] and went over the figures with her. I

sent her a letter confirming our conversation.

I am sure this issue is resolved, or will be when the medical alarm is received and her refund is issued.

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

Sincerely,

Customer Resolution Manager

Review: My Mother ordered a Medical Alert System for her and my father on March 19th or 20th. The first system was opened on March 23rd was not the right one. I called and had them send a return shipping receipt and a new system. That system came in and was opened on March 29th, but did not work. My mother and son worked with the company rep.; it was decided that that system was not going to work, and a new system and return receipt was to be shipped out on Monday April 1st. That system has still not came. My mother called on April 2nd and was told that it was sent to the wrong address, and that yet another one was to be sent out. That one has not arrived yet, she called and told them that she decided not to use their system, and to just send a return shipping receipt for the "broken" machine. She was told she would have to pay the shipping charges, and that they would not credit back the money they took until they received the unit. I feel if a company can't get the equipment to the customer they should not be charging the account and that shipping for a broken unit should always be on the company - they should have checked it before it was sent out.Desired Settlement: I want my mothers account credited immediately and a shipping receipt sent out, so she can return the faulty equipment that they sent to her.

This company is ripping off Seniors and needs to be looked at closely!

Not all Senior have family members that are willing to fight for them or what is right!

Business

Response:

Dear [redacted],

In response to the above customer complaint, please be advised that we did send a return label so that all of the equipment could be returned at no charge to the customer. We test all of our systems prior to shipping them. We tag each box with "Fragile", however, we have no control over

how the equipment is handled between our office and the client's location.

We will refund the $179.35 we deducted for the initial shipment. I have no idea where [redacted] came up with $194.85. All shipments are billed prior to mailing. This is no different than any other company. When you order something, they bill it when it is shipped.

The credit will be issued upon receipt of the equipment.

[redacted] called in and spoke to one of our Agents and threatened to kill her. I don't think that is the way to handle a situation. Our Agent passed her off to a Supervisor, but she continued to not allow the Supervisor to speak. I believe that the entire situation would have been resolved had she calmed down and allowed the Supervisor to speak. I am attaching that call.

I am sorry the equipment didn't work, and we know that is not the customer's fault. That is why a full refund will be issued. However, we have an entire Department that does nothing but program and test these units so that they are working correctly when the unit is shipped.

If I can be of further assistance, please don't hesitate to contact my office.

Sincerely, [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 am rejecting this response because:

This company is intent on ripping off older adult. The shipping label has not come yet, so I am unwilling to sign off on it. It took me a lot of no’s from this “manager” before he finally agreed to send it. I am not sure if it will go the same way as the other system did. Never Come!

Review: Dishonest advertising-charging my bank account illegally-invalid monitoring agreementDesired Settlement: The monitoring agreement is for [redacted],[redacted].I don't know [redacted] and I am being charged monitoring services for her. I have been charged for two months , June and July, which is a total of $250.00.T sent in a card for more information about the monitoring system and received a call from the company.The card stated that there was no long term contract-no activation fee and no instalation fee. the only charge would be a $29.95 monthly charge.(Please let me continue.)

Business

Response:

Dear **. [redacted],

Review: was sent a unit, had not ordered. was told grandson ordered, phone number given was a customer that had returned a unit. was told we must pay return shipping cost on unit that was not ordered by us. My mother has had 3 strokes and either my sister or myself take care of her. When she called to ask about this unit she was told she already owed $36, and that her grandson had ordered this. I called and was told the same, and was told the phone number that the grandson called from. I called the number and reached a very nice lady who told me that she had returned her unit because it was not what she needed and that the company had refused to pay return postage which cost her money and time, My mother did not order this and does not want this, did not request this and should not have to pay for return postage.Desired Settlement: company to pay return postage and to cancel all charges for this unit

Business

Response:

Dear [redacted],

Review: An un-ordered medical alert system was sent to my mother in [redacted]. She is 87 years old and determined to stay in her home. She has early stage dementia. She also has an active medical alert system connected in her home which is a part of her home health care.! She was apparently contacted by an outside seller, and told to give banking information. She usually does not talk on the phone and I have her POA. She was taken advantage of by the seller. I have cancelled the check which was over $45.00 Dispicable for someone to call like this. They would have had to tell her what they wanted, she would not have known on her own. She has no credit cards or debit cards.

When I contacted the Connect America Company I was told that they used "bank information on file" ([redacted]). Then transferred to[redacted] who said "[redacted]" did the calling. She also said to just mail it back (without waiting for label) even though I needed label, it would take too long to get here.

Am frustrated that they would take advantage of an old woman that their representative had to walk thru getting her information. By the way it came from an old checkbook.

Mother still does not know or remember that she answered the call or how this "not needed" unit came to be at her house since she already had an operational unit. They said no money would be returned and nothing said about cancillation despite that being my request when I called. No contract was ever signed and merchandise stayed in box at all times. Mother nor I knew that the system had been ordered and she was very surprised when the box (unknown contents) arrived. She did not know anyone had called and staunchly refuted that she had given anyone any banking info. I have been to the bank.Desired Settlement: I would like any monies withdrawn from her account returned. And no more unauthorised withdrawals. The shipping charges returned because I did not order this unit. and a note of apology from whom ever the caller, seller was. They took advantage of my mother.

Business

Response:

Dear [redacted],

Review: Connect America claimed they were no longer able to bill my credit card due to a possible change in address or expiration, none of which happened. I was finally able to straighten out billing by paying the ballance of 119.80 as stated by Supv. [redacted]. I was reassured that everything was fine, even the fact that the Medical Alert Box was returned but my mother has still been receiving phone calls and letters stating she did not follow proper directions and still owes money to Connect America. I contacted [redacted] and she claimed she zeroed out everything and nothing was owed, but my mother still received calls and letters stating she still owes Connect America and I'd like this stopped once and for all.Desired Settlement: I would like the harrassing letters and phone calls to stop coming from Connect America. These calls are going to my mother in NY who is 70 and doesn't need this aggrevation. I am the person that was being billed for this service and payed what was owed due to shoddy billing by Connect America.

Business

Response:

Dear [redacted],

Review: I was contacted by Connect America to start a medical alert system in my home. After much thought I decided to cancel this service. So far they have taken one payment from my account. I called the representative [redacted] ###-###-#### several times to cancel the service and he never returned my call. When a friend of mine called him he picked up the phone right away!! Very poor customer service. I want the service discontinued immediately and I don't want them to take any more money from my account. I believe they are involved in fraudulent practices and they should not treat their customers this way.

I called the number ###-###-#### and I had to leave a message and no one has returned my call.Desired Settlement: I want them to refund the initial payment that was debited from my account and I want them to discontinue the medical alert service I don't need it.

Business

Response:

Dear [redacted],

I am in receipt of the complaint filed by the above person. I have checked the account, and the [redacted] package was refused by **. [redacted] on our instruction. That just happened today. Once the unit is back to the Company, the account will be canceled and a refund will be issued. We cannot cancel the account until the unit is received.

I did call and leave **. [redacted] a message regarding the above information. I am not quite sure why she contacted you, but I can only assume it was because the Salesman didn't call her back. However, she did speak to one of our Service Techs yesterday who advised her to refuse the package.

As I stated previously, once the package is logged in as received, a refund will be issued. If I can be of any further assistance, or if there are any additional questions, please do not hesitate to contact my office.

Sincerely,

Customer Resolution Manger

Medical Alert

Review: I have tried FIVE times to have someone call me to disconnect my Mother's Medical Alert System this month. She is moving on the 16th and will not need it. NO ONE returns my calls, furthter after I wait for more than 10 minutes on the phone, the line goes dead.I have left 5 messages when I was able to, to call back, and again, NO ONE...They were right on the spot when I wanted to sign up, and now, nothing.Desired Settlement: I want to get an explanation on how to disconnect this service by the 16th, and NOT to bill my credit card anymore. I have already been billed for this month (on the 6th)

Business

Response:

Dear **. [redacted],