Connect America

Review: I bought this alert system after the salesman told me that it would work in [redacted], Az. When I got to [redacted] I tested system, and it didn't work. I called the company around the 16th of April, 2014, and they told me that the system doesn't work in [redacted]. I told them I asked the salesman if it worked here and he said yes. So, I asked them to send me a return label to return the equipment, they said they would. I waited for a few weeks and called again, and they said they would send label, they didn't send. Meanwhile they were charging me a monthly rate due for use of equipment. I called my charge card providers and they put a hold on three monthly charges. The company still hasn't stopped monthly charges, and has not sent me a return label. I should not have to pay any charges from this company, as the salesman lied about it working in [redacted]. If he had told me the truth I would have never contracted this system. I believe they are stalling in sending me a return label so they can run up my monthly fees. I will not pay shipping costs to return equipment, I don't think I should as the salesman lied about it working in [redacted].Desired Settlement: I want all charges taken off my charge card, and I want a return label from this company so that I can return their equipment.

Business

Response:

Dear [redacted],

In response to the complaint filed by [redacted],

please be advised that I contacted [redacted] today regarding the complaint. I let him know that I was sending a return label to his [redacted] address. I also told him upon receipt of the equipment I have requested a full refund.

If there are any further questions or if I can be of additional 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 am rejecting this response because:

I sent in a complaint to you before about this company. The Mobile unit they gave me that the salesman said would work in [redacted] doesn't. I wanted my money back, and sent the mobile unit to them. I live in [redacted] six months, and told them the other unit as there, and I couldn't get it back until Oct. You sent me an Email saying this matter was settled, and the co. returned my three month rental fee, and account closed. Now I got a letter from them saying the account was still open and I owe l59.80. They are charging me a monthly fee for monitor (Which I have to send in Oct.), and mobile unit, which I sent them. I even got threatening phone calls from a [redacted], saying I owe them 169.80, for early cancellation, I thought this was a hoax, as I was notified by you, and my bank, [redacted], that this was all cancelled, because the unit wouldn't work, where I am living now. I called Medical alert and told them that when I cancelled I would return the monitor in Oct, as I can't drive the 8 hour round trip, as I am under a Dr care for high blood pressure, He said I still had to pay all the monthly fee, when I told him it was his salesman error telling me the system works in [redacted], he said I still had to pay all, and hung up on me. I am 84 years old, have no other help, and my blood pressure is way out of control, please help.

Stop charging me for unit I can't use, and one unit I returned. And send me a return mailing to return the unit, that is not being used in [redacted], that I will return in October. And stop threatening letters and calls from [redacted].

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]

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],

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: 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: I called what I thought was [redacted]. seeing that it wasn't (andd I should have taken that a signal, but alas, I didn't) I received the product via [redacted]. can't be sure which dates I called, but they told me I had to return the equipment (reasonable) but we had an earthquake here. I was never told about a three month mandatory contract, nor was I told about a deposit equal to 3 months or that I couldn't cancel the contract. I sent the equipment back (f inally!) and they phoned me and told me I wasn't due any refund. the system was NEVER activated. I want my money. also, the contract was signed by me, although it was received in spam folder with an electronic signature. I was told I needed to sign it.Desired Settlement: refud of $39.99 and $29,99, and two the following for the same amounts,

Business

Response:

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've been very happy with this product and Connect America.

You were of great help to me. I had several falling incidents. Response was immediate. Help was within minutes.

Review: In Feb this company charged my debit card 3 times for a bill that was not to be be put thru the debit card accept for the initial start up payment. This had put my checking account into overdraft status. Finnaly refunded and told them that the debit card was to be wiped from there system and not to be charged again. I go to my bank yesterday and was told that I have a negative balance. the company charged my card again for 2 payments one for 89.95 and a second for 29.95. Causing again my accoumt to go into overdraft statis. I have informed them on several occasions when the call me 4-5 time aday that the unit is in route to them and that the services are not required anylonger and they are still charging my card with out my authorization. I am having to pay 195.00 in fees to the bank for 20.00 in gas and other small purchases.Desired Settlement: I am wanting them to pay for the overdraft fees that are accured from the bank for both times that theya have done this and that a policy be instated that the card information is deleted upon request as is federal law. the 2 time I have incurred 385 in fee from them taking it out without my knowledge.

Business

Response:

Dear [redacted],

Review: I rented this service for my mother, [redacted], and paid in advance. Prior to the end of the 2nd year my mother had a stroke and has not been at home ever to use this service and the phone number in which the service is linked to is disconnected.Additionally, the term of the service ended. Subsequently I gained entry into my mothers home and located the equipment and returned it via [redacted]. to the company. Now the company, who has agree receipt of the equipment is billing $359.00 for a service they have not provided and equipment that they have. I have never received service at my address and the place of service is vacant.Desired Settlement: billing has been for a service that was not provided to anyone or for equipment that the company has in it's possession. it is absurd to initiate a charge for a service which was beyond the contract end, was not provided, was never used and has never been used at the address they are billing.

Business

Response:

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

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:

The elderly person was not and is not in residence and is not now and will not be in residence for a while. During the time service was provided there was a weekly call from the service to the user. This could not have happened. The phone has been disconnected.Again, they have my name since originally I paid for the equipment and the service, but NEVER was this equipment sent to my home and NEVER didI receive this service.

Review: I called to cancel my Medical Alert and to send the equipment back to the company. I requested a mailing label from them and I was told that I would have to pay for the shipping myself. The reason that I was cancelling was that I am on a fixed income and my bill became larger every month. I was also being charged another 5 dollars a month because I paid with a personal check, they requested that the payment came directly from my checking account. I was told that until the equipment is returned to them that I will be billed every month. I repeatedly asked for a prepaid label and was told that I had no choice. I am a recent widow, a recent cancer survivor and a diabetic. Also the machine in my home was 20 years old and never in over 2 years of service did they call to test my equipment. My new service will be calling every 30 days to make sure that my equipment is working properly.Desired Settlement: I want Medical Alert to pay for the equipment to be sent back to them and my last month of service to be prorated. I would also like a refund for the equipment.

Business

Response:

Dear Ms. [redacted],

In response to the complaint filed by Ms. [redacted], it is not our policy to supply return labels for the return of the equipment. This is the responsibility of the customer. I read the notes in the system and the only conversation held regarding a return label was when we tried to give her return instructions and she said she wasn't going to take them because we needed to send her a label. At that time she was advised we don't supply return labels. This conversation was held on January 21. Therefore, she would owe for January, according to our signed agreements with her.

In reference to the $5.00 increase, she spoke to one of our Agents and was advised that we would remove the $5.00 increase charge. That conversation was held on December 22.

We did not have to call Ms. [redacted] to make sure her system was working well. The system tested in as it was supposed to, so we knew the system was working properly. The machine was not 20 years old; it was new when we sent it to her.

Ms. [redacted] did not pay for the machine, therefore, we don't owe her any money for the machine. The label on the machine clearly states that the machine is our property. Also, the agreements for both the Medical Alarm and the Alert 911 state that the equipment is ours and is billed until it is returned.

I will send her a return label, but she will need to pay for the month of January. That amount is $39.95. When she returns both the Medical Alarm and the Alert 911, the account will be canceled.

If there is anything further I can do, or if you have any questions, please don't hesitate to contact my office.

Sincerely,

Barbara J. V[redacted]

Customer Resolutions 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!

we are very pleased with the service. we have an alarm service do you handle them also.
if so please contact us.

I don't have any!

Review: I spoke with a sales representative on the phone (800 number, **. [redacted]) re: ordering an alert system. When the system arrived, I decided against it & returned the item within a month. I never activated the system. I received a "Mobile Alert Monitoring Agreement" dated 11/15/13 (I never signed this), and then in mid January an invoice for $129.35. I phoned the company & the representative was very insistant that I needed to submit a payment of $90 (3 months service). As I am elderly, have some memory loss/confusion, hard of hearing, poor eyesight, I did send a check for $90. I feared that if I did not send this, I would be harrassed and my credit history in would be in jeopardy. No one had told me prior to ordierng the system of the 3 month minimum. Nor was this stated on the advertisement that prompted me to contact this company.Desired Settlement: I do not want to pay the bill as I never activated the system. I returned the equipment and thus showed my intent to cancel their service. I am fearful that since they have my banking information, they will take money out of my bank.

Business

Response:

Dear **. [redacted],

I am in receipt of the complaint filed by **. [redacted]. We shipped the unit on November 15, and it was not received back in our office until December 20, 2013. The customer has 15 days in which to return the unit for a full refund. Since **. [redacted] paid the first month and shipping, there would be no refund.

**. [redacted] indicates that she sent a check in the amount of $90.00 to us. This payment has not been posted to her account, which means we have not received it. If **. [redacted] sees this payment on her bank statement, she will need to make a copy of that statement and send it to us. At that time, we will adjust the account, and refund the $90.00. In the meantime, if the payment does arrive here, we will certainly refund it.

I hope this will resolve the situation. I don't know who **. [redacted] spoke to, but please ask her to accept my apology for that phone call. If the customer has paid monthly, no one should have called her for additional money after the account was canceled.

Sincerely,

Customer Resolution Manager

Medical Alert

Wonderful company. Terrific service. Couldn't be happier with the service.

Great service

Review: We paid for 12 year of medical Alert in May and told them no other draws were to be made on our card. We upgraded a month later and paid for a new years for a different style of system. Told them to only take out the amount for the remainer of the year and refund the first account minus 1 month. They started drafting my account monthly . The total cost for was 39.00 a month for 11 months and 29.00 for the first month. They drafted $787.82 out off my card in 5 months. I finally got back 573.12 . They recieved all of their equiptment back in September and said my refund would be within 30 days. It is now December 23 and I finally got a refund which seems to be short by about 2 months.

Are they allowed to keep my money and not pay interest , plus charging me extra for the time we didn't have their equiptment?Desired Settlement: I think they have over charged me for service they didn't provide and kept my money much longer than what they have stated in their advertising. There is a big difference in refund in 30 days and not returning it for 90 days.

Business

Response:

Dear **. [redacted],

Review: This is in regards to the account of [redacted], account #[redacted]. I am the executor of his estate.

I have been trying to get a partial refund on his 2013 payment since his death in October 2013.

I have provided the USPS tracking number for the return of the equipment numerous times.

Here it is again: [redacted] US.

I have been told that the estate is due a refund check for $119.80 numerous times.

I have been told by the billing department that the check will be sent "in a few days", numerous times.

I have yet to receive the check.Desired Settlement: I want the damned check for $119.80.

Business

Response:

Dear [redacted],

In response to the complaint filed by [redacted], please extend my apologies for this problem. We transferred our information from one system to another, and it seems as though the person who approved refunds didn't understand how it was to be done in the new system. Unfortunately, this refund was put through three times and rejected three times.

I investigated this and the check has been cut. It is being sent Federal Express 2-day so that [redacted] should have it tomorrow.

Again, I am so sorry for this problem. If there are any further questions, or if I can be of additional assistance, please do not hesitate to contact my office.

Sincerely,

Barbara *. V[redacted]

Customer Resolution Manager

Medical Alert