Connect America

I haven't had to use it. I think the response when I test it, is a little slow.

could do with another one soon as my medecines have changed

Review: I have contracted this company for my husband who is 90 years old, probably more than two years ago. I set to pay by [redacted] credit card. It was clear to me that I could cancel at any time. I cancelled them last year by telephone. They don't have email addresses! I had someone sending their equipment and I forgot about the issue. Several months later I contract another company that my husband prefer. As a note, we have been living in Rio de Janeiro Brazil in the last 4-5 years. Each year we stay longer and longer there and since last year my husband cannot travel anymore. He is there.

Last november I canceled the second company with no problems and I suddenly realized that Medical Alert continued to charge my credit card every month. I called them from Brazil and they told me that they never received the equipment and that I owe them almost $500 for the equipment. I sent them an [redacted] letter stating that they owe me almost $2000 for charges not used and that I would not pay anything extra to them. I stop payments with [redacted]. They are now taking me to collection! They are a company that probably abuses most of their senior clients. I cannot allowed them to continue doing this. I consider this harassment.Desired Settlement: I want other people to know their practices.

I also want from them a letter of settlement that if they did not receive their equipment is not my fault and that I owe nothing to them.

Business

Response:

Dear [redacted],

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Dear [redacted],

I am a new customer to the Medical Alert company. I have pushed the button on my system by mistake several times and each time the responder has been very gracious and quickly checked my identity to make sure there was no emergency at that time. And the response time has been immediate, so I know that they are ready if an emergency does come up. I feel safe and secure with this company available to help at any time.

Review: The company was told to bill service to mother via a paper bill. The company did not do so, and continued to harass complainant at job. When complainant called collections department and reminded them that she had previously told them to not call her at her office, she was told that she did not do so. She also informed them that the bill needed to be sent to mother, not to her, and they continued to send to her. She also asked for address where she could return unit, and was told that she could not return unit until she paid the outstanding final bill.

Once again, the bill is supposed to go to her mother via mail, but they continue to send her. They wanted her to pay bill over the phone, and when she refused to pay bill over the phone, she was told "so you refuse to pay the bill." and was not given time to answer or ask any other questions.Desired Settlement: Stop calling my office number, call the home number where it is supposed to be billed to at a reasonable hour (prior to 9:00 p.m. central time), but after

I return home from work. (5:30 p.m.) central time. I want them to send the bill, addressed properly to my mother. I want to disconnect from Connect America. I want the address where I can send the equipment via USPS, with a return receipt so that I can verify that they received it.

Business

Response:

Dear [redacted],

In response to the complaint filed by [redacted], please be advised that I checked this account today and the billings were still directed to [redacted] and not [redacted]. I changed that so the invoices go directly to Mary. However, from our notes it appears that the last telephone call to [redacted] was August 14. I also put a critical message on the account [redacted] is not to be called for anything.

I am sorry this was not handled the way it should have been from [redacted]'s first request. It is fixed now and, unfortunately, probably too late.

Please let [redacted] know she can send the unit to:

Connect America, [redacted], PA [redacted]. If she will contact me with the tracking number, I will advise her as to when we receive the unit.

Again, please let [redacted] know just how sorry I am that this was not fixed immediately upon her initial request.

Sincerely,

Barbara ** V[redacted] Customer Resolutions Manager

Medical Alert

###-###-####, Ext [redacted]

Great company that provides a much needed service

An awesome, competent company!
I highly recommend it. Much better than the one I used to use.

Love Medical Alert!
It's wonderful to know that help is within reach at any time.

I respect this company.
Fortunately, to date, I have not had to access the Medical Alert team.
What I highly respect is that they will check in with me using their monitor. This gives me the assurance that it is active.

Medical Alert provided good service with helpful representatives. There were there if you needed them, but not pushing other services. The most accommodating I contacted in my search for a device.

I was happy/satisfied with provided service.

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.

excellent service

Review: I contacted this company for service in 2012. I've always paid 3 months ahead. On Mother's day of this year the company called me and told me that they didn't receive my check for April, May & June. I told them I sent it, but they insisted that I didn't. I contacted my bank and they made me copies of which I sent to the company.

I paid for July, August & September. I decided in August that I was going to stop using them. I went to the post office and sent their equipment back to them in Pennsylvania on August 22, 2013. I paid to have it insured for $500.00.

The company said they didn't receive it until 11 days later. Now they say I owe them money.

I don't owe them anything, they owe me.Desired Settlement: I want the company to refund me the 5 days in August and all of September.

Business

Response:

Dear **. [redacted],

Review: [redacted] is an 84 year old widow with "Dementia" living on a fixed income. On Friday, July 19th her daughter [redacted] mailed back a "Medical Alert" monitor through "Fed-Ex" to Connect America. **. [redacted] Spoke to a representative for Connect America about the "Medical Alert" monitor. On two other occasions **. [redacted] spoke to someone about $87 being drafted out of her mothers bank account without permission and both time the $87 was refunded back to her. The monitor was sitting in a box at [redacted]. because **. [redacted] was under the belief that a Rep. had said they were mailing a label to send it back. Today at approx. 11:30am **. [redacted] spoke with a Rep. for Connect America and he stated that even though the equipment was never opened and used **. [redacted] still has to pay Connect America a billed rental equipment balance of $99.35 (3 months rent at 29.95 a month). This $99.35 rental charge was billed to **. [redacted] and was never paid by her. It's an invoice charge because they do not have her banking account number. The Rep. stated we have tried to put this charge through to her bank information we have on file and it doesn't go through. On 7/18/13 **. [redacted] took the phone from her mother and it was a salesperson from medical alert trying to send another monitor to the house. The monitor was never asked for and **. [redacted] states she told the salesperson on the phone that she didn't want the system.

[redacted] Acct. # [redacted]Desired Settlement: Our desire outcome is that "Connect America" will receive their never used Medical Alert monitor back that was "Fed-Ex" to them on 7/19/13, and they will remove the 3 month billed invoice charged to **. [redacted]. Again, this is not for a refund it is a billing charge that Connect America wants **. [redacted] to pay 3 month rental for the medical alert monitor that was never taked out of the box.

Business

Response:

Dear **. [redacted],

Review: Talked to company about services. Company stated they didn't offer services in Wichita Fall but to call NY. I called NY and spoke w/ someone and couldn't understand him. I haven't received any packages or agree to any services.Desired Settlement: Stop trying to collect. I didn't agree to anything.

Business

Response:

Dear [redacted],

Medical Alert is great! Wonderful service, they don't bother you and try to sell you other products and when you test your device they are right there. My 91 year old father has one and I sleep so much better at night knowing he has this product.

Review: I initiated an inquiry about medical alert products. Felt pressured to accept a free product to try and was requested to pay a one year monitoring fee of approx. $29/mo. Rejected the one year fee, asked for 6 mos.--I rejected six months, and asked for a monthly fee. Was told that three months would be the minimum accepted. Agreed to and provided debit card information for payment of monitoring fee and understood from the conversation that if I was dissatisfied with the product it could be returned for a full refund. There was never a discussion or comment in the initial telephone contact regarding any return fees. After receiving the first unit, I knew right away it would not serve my purpose, nor could I install it with my wall phone unit, which would be the best location. I called Connect America requesting this unit be returned, it was during this conversation with two different individuals that I felt pressured to accept another unit described to me to be a better solution and assumed and expected something along the line of a necklace. Connect America agreed to provide a return authorization for the first bulky unit to be returned at their expense if I agreed to accept this other unit. Neither sales person was taking NO for an answer. I did agree to accept what they described, but indicated I would not pay one dime more than already submitted. The sales lady mentioned this unit would be provided at the same amount.

Upon receipt of the second unit, which was simply nothing more than the size of a cell phone that has a button to be pushed in the case of a medical emergency and that provides a belt clip, I knew this is not at all what I was expecting based on my conversation nor was it any better solution than carrying my own cell phone on my person as I already do.

I was so shaken up over the way this had been handled and very concerned that I had been taken advantage of that I called one of my daughters to help me get through this awful mess. She has been my representative in this case and has been in contact with Connect America, and each time being told the person she is speaking with can not handle the matter and that she would have to call back to speak with a manager. Furthermore, she was just told for the first time in all of her conversations that now there are these fees being assessed.

Both units have been returned-received by Connect America on February 11, and I have confirmation numbers for both. I have waited the 5-7 business days following receipt of merchandise for the credit to be issued. Now, I am concerned that this company has no intention of complying with their initial agreement to accept return should I not be satisfied. In fact, I am further concerned of actions they may take with my banking information in hand.Desired Settlement: My main purpose for filing this complaint, of course is to obtain a complete refund of the three months charges that was debited from my account on January 28, in the amount of $99.35. There was never an indication during any of my previous conversations that a restocking fee and shipping would be deducted from the amount submitted. Only during my daughter's most recent conversation today was there ever any mention of these fees. I am being told that the sales agreement states all of this information. If there was any information mailed to me in either equipment package it was never brought to my attention during telephone conversations or observed in packaging, nor was there any indication in my initial contact. I spoke at length to numerous individuals and certainly felt "high-pressured" to buy into this service.

It would be my further recommendation that this company be investigated for its unfair advertising practices, and their ability to prey on senior citizens. These methods of pressuring individuals over the telephone and suggesting there are no strings attached are simply a ploy on this company's behalf to get authorization for a huge upfront payment and should be considered as theft.

Please help protect others from this company and other companies that operate less than favorably.

Business

Response:

Dear [redacted]

Excellent customer service. Very prompt, courteous and knowledgeable of our personal situation.