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 was sent a Medical Alert System that I did not order . The paperwork said there is a monthly charge of $10. I called to tell them I didn't want it and they tried to sell me on it. The man said they would reduce the rate to $5 a month. I said I wasn't interested. He said I would be charged $150 if I did not send it back. This is a scam that I want no part of. I've read about this happening to seniors in Michigan and am not sure what to do. The paperwork has MedicalAlert with MedicalAlert.com and the other name is ConnectAmerica.com,LLC. The address is [redacted], PA [redacted]. The phone number is ###-###-####. Another phone number on the mailing package is ###-###-####.Desired Settlement: I believe this is a fraudulent practice that should be investigated. When I investigated This company online, one person said when they sent it back, the company sent them another one.

Business

Response:

Dear **. [redacted],

After two months of effort resulting in NO REFUND after the company received the returned and unused product, Medical Alert wearable device, I wrote to KSL News Television Consumer Producer in my area something to this effect:
I am experiencing a refusal to process my refund with Medical Alert. This is the product that is advertised monthly in the AARP Magazine for seniors. This is a wearable device to be used in emergency situations.
I have been trying to get a refund for the unused service and the returned new device and first three months of service they billed me for since last July. $108.35.
After about 18 to 20 hours of phone calls, emails, and hold time while they gave me a case number labeled "expedited" to their finance supervisor, I am writing you because that is all I can get out of them. Empty promises but NO REFUND.
I can explain the particulars to you at your convenience. I have called the AARP Elder Watch Hotline referral line, and expect their return call back tomorrow. I find it extremely ironic and corrupt that the product AARP advertises monthly in a full page ad in their magazine, is the very product I have to call them to obtain only a referral to an agency that might open a case to protect me from being scammed of my money; through their very organization's advertisement!
Can you please help me receive my refund? I am only receiving a frustrating run-around with no results from these people with a plethora of empty promises and delays each time I call. They do not keep their commitments or promised dates of refund. Now, they are beginning to deny I have called in their call records, hang up on me, and honestly, are becoming increasingly bullying each time I call. My husband is my witness as I am on speakerphone at this point and we are very professionally mannered.
I am a fully capable 53 year old who made this purchase for my 94 year old mother. She refuses to use it, so I only want my money back. I have confirmed their receiving the product via USPS with the tracking number over a month ago, but they won't credit my husband's credit card for refund! There sales people are sweet as sugar when ordering, their billing customer service agents have much different personalities who block being able to speak to a supervisor and I cannot get anything done. I have kept track of conversations in a hand-written log.
I feel really sorry for all the older people who might be getting exploited by this company and their unethical business practices! At this point I feel it is important to call them on their ways and I will be more than happy to go on TV about it.
After ONE CONTACT from the Consumer Producer of KSL TV I received a refund as to which I AM SURE, would of NEVER RECEIVED WITHOUT THE LOCAL NEWS TELEVISION STATION CONSUMER PROTECTION PROGRAMMERS INTERVENTION.

great peace of mind knowing they are there

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

Always answer when alerted, even if it's a mistake. Friendly, helpful and concerned for my well being. Good company to be involved with.

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

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

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 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

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.

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

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

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!

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],

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

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