Connect America

Review: I began business with this company in March, with the agreement that the monthly debit of $29.95 would occur on the 15th of each month. In April, May, and June, the debit occurred at the beginning of the month instead. I called on June 6 to cancel the service and instead was talked into an upgrade, and promised that no debit would occur for the upgrade until August 15 due to the errors which had been made. On June 6, 2 debits were posted to my account in duplication for the $36.95 upgrade, even tho' a debit of $29.95 had already cleared on June 4. Fortunately they did not overdraw my account, as I am in the process of changing banks. I don't want to give them replacement bank information until they reverse the duplicated premature debits that occurred on June 6. The customer service rep. that talked me into the upgrade, [redacted], [redacted], is conveniently never available when I call for resolution. I have left numerous voicemails and the credibility of this company has been seriously jeopardized by their failure to walk the walk after they talk the talk.Desired Settlement: Total Reversal of Duplicated Premature Debits, followed by Consistent, Trustworthy customer service which includes follow-thru on promises made as to when an account will be debited and for how much. There are competitors in the market offering similar products for less - - they have to prove their credibility to me by their actions instead of just their fancy sales talk. I'm recently widowed and on a very limited income. If they continue to treat me in the manner in which they have I will discontinue my service with them altogether. They're very quick to TELL me that they are credible - - they need to SHOW me that they are credible.

Business

Response:

Dear [redacted],

Medical Alert works like a charm. Any time we have pressed the magic button, within a few minutes we have a friendly voice on the phone checking on our situation. Who could ask for more?

I actually had to use my button just a month ago and everything went like clock work! ! So comforting to know they are just a button away! ! :-)

Wonderful people work there. I have had a number of false alarms and they are so positive and don't get annoyed at all.

Review: I purchased a Medical Alert System from Connect America for my father earlier this year. Shortly thereafter my father passed away on 4/14/2014. I had paid for an entire year's service in order to get a better rate. I contacted the company and requested a refund on the remaining part of the year as promised when the product was purchased. I was told that I would get a refund of $209.75 within 30 days after the product was insured and returned. I spent an additional $18.12 to insure the product and mailed it back to the company. They recieved the product on 4/23/2014 and said that they would send a check within the 30 day period to my father's old address instead of my home address that I had requested on the return product and also on the receipt within the packaging. I had made a change of address with the USPS and all mail coming to my fasther's old address was to be forwarded to me. However, the check never arrived. I called back around 5/14/2014 and they told me they had sent the check to my father's old address and that they would cancel the check, which I don't believe was ever sent, and would send another check to my home address. I called back a few weeks later and I was then told the check was reissued on 6/10/2014 and that I should recieve it on or before 6/20/2014. I went out of town for 4 weeks and returned to find that the check STILL had not arrived by 7/17/2014, almost a month later. I called and asked again about the check and they said it had been returned, which I believe to be another lie!! The lady in the billing department said she would overnight the check to me and I should recieve it today, 7/18/2014. It never arrived! I don't think they have ANY intention of sending me the check despite three promises to get the check to me. It has been almost THREE MONTHS and I still have not recieved my refund that was supposed to be sent to me within 30 days after the product was returned. Please, I need help in obtaining my refund of $209.75 that was promised to me. I have done EVERYTHING they have asked and they have not lived up to their guarantees.Desired Settlement: I just want what is due me per Connect America's guarantee. I want the check for $209.75 that is almost two months late already.

Business

Response:

Dear [redacted],

In response to the above complaint, please be advised that I looked at this account. There was a check #[redacted] issued on 5/23/14. Today, a stop payment was placed on that check. A new check

#[redacted] was issued. I contacted Accounts Payable and asked them to overnight this check to [redacted].

Please apologize to [redacted] for this problem. I don't know who [redacted] spoke with that told him a check was reissued on 6/10/14, but if he can provide me with the date of that call and who he spoke with and the phone number he called in from, I will pull that recording and forward it to the Supervisor. Obviously that person either cannot read the A/P Screen or just did not tell

[redacted] the truth. This is very embarrassing to admit, and I can only apologize for the issue this has caused.

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

Sincerely, [redacted]

Customer Resolution Manager

Connect America/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. I recieved a check today in the overnight mail and the complaint is resolved. Thank you for helping to mediate this complaint in a very timely manner.

Regards,

I need.

My mother had medical alert equipment rented from this company for three yrs. She became bed ridden so we mailed the equipment back on May 1st. She had paid for a yr. in advance. Mom has now passed and I am waiting for a refund. It has been 60 days. Every time I call I get a different answer. They owe us $265.

QUICK CUSTOMER CARE. MAKES MY FAMILY FEEL SECURE TO KNOW I HAVE ONE OF THESE.

O K but a little slow.

Review: A few years ago I ordered a medic alert system from Connect America for my Mother "[redacted]" - a year or so ago - I phoned to cancel the service - Please note that connecting with someone on the phone (unless you are ordering a system) is very challenging - even today prior to filing this complaint I attempted to call the ###-###-#### number - call was never picked up and after on hold for 5 minutes the call auto disconnected.

I have pictures and a UPS tracking number showing the unit was sent back months ago - yet my Mother "[redacted]" is still receiving letters demanding payment.Desired Settlement: Since I phoned and had left message to discontinue service + then returned the unit in good working condition via [redacted] with tracking and insurance + took pictures. I would appreciate a manager contact me to resolve the billing issue which is in dispute. My email address is: [redacted]

Once again the medic alert system was for my Mother - [redacted]

Business

Response:

Dear **. [redacted],

In response to the complaint filed by **. [redacted] for [redacted], please be advised that we did receive the Medical Alarm. The billing that is being sent to **. [redacted] is for the months of November and December. We credited January as the unit was received January 15. I checked the Central Station and the Alarm was plugged in until sometime during the week of December 22.

As requested, I called **. [redacted], however, I had to leave a message. Once he returns my call, I will explain exactly what the billing is for.

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

Review: My Grandmother has used the services of the company for a few years after moving to New Jersey. She was talked into finding a company that will supply an emergency alert in case she was ever sick. One evening I returned to the residence and my Grandmother was feeling Ill. She pushed the button for medical responders and told me about this. After 15 minutes there was nothing no response no Emergency workers nothing. So I pushed again and the box appeared to be off. So we called 911 and luckily she made it safely to the hospital and is doing well. Apparently the Company went through some sort of change and never notified any of its customers. Hopefully nobody relied on them while they were going through this process. After she called to question why the box was shut off a Customer Service Rep was nasty with her as every time after that when she called. I have convinced her to cancel her service and not do any calling because they are horrific in there customer service skills.Desired Settlement: I want them to be aware that a claim is made and fix there customer service. I am not in any way looking for money or any type of confrontation but an apology letter would be nice to my Grandmother.

Business

Response:

Dear **. [redacted],

Review: I tried this service in the fall, cancelled, but I was still charge for a month and a restocking fee.

They misrepresented their services and now are calling continually harassing us. They call 3-4 times a week, early morning and at night.

We have requested them to stop calling and they have not.Desired Settlement: Do not call our numbers any more for any reason!

Both numbers [redacted] or [redacted]

Business

Response:

Dear Sir or Madam,

Review: the service was cancelled on february 8th 2013 when they received the equipment.they sent a check for a payment they took in error that I received on feb 15th,2013 in the amount of $34.95.Today feb 27th my account has been debited 3 payments of$ 34.95 and one payment of$ 30.44 ,for a total of $135.29.they say its because items had been returned insufficient,from september 2012 to january 2013, but I have the bank statements showing the money came outDesired Settlement: I want a full refund placed back into my checking account and for them to stop any attempts to take anymore payments from my account in the future

Business

Response:

Dear [redacted]

very happy with service and it gives a feeling of safety to know that there is someone available to call for help if I need them to
makes my family feel good that I am protected when they are not with me

Review: Account - [redacted] -- Belongs to my Brother [redacted]. My Bother passed away May 21, 2013. My sister [redacted] and myself, [redacted], moved my brother from [redacted], Mt to my sisters home in [redacted], WA. Per my brothers request, he could not care for himself any longer.

My sister and myself have a General Power of Attorney to take care of my brother’s affairs, dated March 5, 2013. It is a military power of attorney prepared pursuant to title 10, United States code, section 1044b. executed by the JAG office at [redacted],WA. --- I have call Connect America several times letting them know my bother never received the Medical Alert equipment. It was delivered by Fedex, no signature required, to his home in [redacted], MT on March 1 or 3, 2013. This was after my bother moved to [redacted], WA. We check my bother in to [redacted] Army Hospital on the 28th of Feb 2013 he was in the hospital till the 8th of March 2013. My bother's bank account through his debit card has been charged each month for the Medical Alert service even through the unit was never received or accitived. We have requested that the charges stop and all money for the unit and services be refunded. We have been trying to resolve this since March 2013.

My brother was laid to rest with full Military Honors on July 5, 2013 in [redacted] Montana were his was born.

"Connect American" to date has told us since the equipment was delivered, even through it was not activate, and never in [redacted]'s procession, they would continue to charge [redacted]'s debit card. "To bad to sad." what was coming across from "Connect America." We were told by the manager of the home that [redacted] rented in [redacted], MT that the equipment unit was returned in March of this year.Desired Settlement: All charges for the medical unit and service charges be refunded,

These funds can be used to help cover expenses not covered by the VA for our borther's internment.

Business

Response:

Dear [redacted],

Absolutely frustrating, after returning the equipment I was told they never received it. I furnished the tracking number and the signature of who received it. I have been waiting on my refund since September 16, 2015. Every time I call I get a different rep who tells me something different. My card was to be refunded. Then in November they mailed a check to an old address, never updating my address. About a month into this they call my dad to try and get him to upgrade his equipment. He told them the equipment was returned and they would need to speak with me, I am the one who paid. They never called me. Now I have to wait for a stop pay and a new check to be issued. I would never recommend this company.

Thanks!

Review: [redacted], WA [redacted]August 27, 2014CERTIFIED MAIL;RETURN RECEIPT REQUESTEDConnectAmerica.com, LLCBilling DepartmentOne Belmont [redacted], PA [redacted]Re: Account No. [redacted] - Canceled Medical Alert Monitoring Service Agreement in 01/14Dear Connect America Billing Staff:My mother, [redacted], was a customer of yours for many months. She is now living in an assisted living facility which uses different medical alert technology. As a result, starting in December, 2013 [almost nine (9) months ago], we have been seeking to terminate and close her ConnectAmerica account. We have followed every step we can identify as being necessary and had numerous telephone calls. Nevertheless, despite all of our efforts and communication, ConnectAmerica.com continues to send my mother invoices.Our odyssey began on December 13, 2013. On that day, I spoke with Tamuka (sp?) in Customer Relations who confirmed with me that the correct address for mailing back the Medical Alert Linear PERS 2400 parts back was: [redacted], PA [redacted]. On January 3, 2014, I mailed all of the parts back to Connect America Corporate Headquarters to that address. In the package was my letter (see attached) asking you to terminate [redacted]'s service agreement upon receipt. Notwithstanding my letter and the proper return of the Medic Alert System, ConnectAmerica has continued to send invoices. After receiving an invoice in January, I made another telephone call to ConnectAmerica. And another one in March. Typically your lines are experiencing unusually high call volume. The customer waits are 15 to 25 minutes on hold before talking to a ConnectAmerica staff person. For example, on May 8, 2014, I placed a call to ###-###-#### at 8:30am Pacific time; reached Joyce in the Billing Department at 8:57am. When I spoke to Joyce, she said that my mother's account had a credit of $41.18 and that I was due a refund. I thought we were done and that we would receive the refund. However, in June, we received yet another invoice.I ask that you immediately stop billing for equipment that was returned to you in January 2014 and cancel all back charges. I ask that you confirm in writing that the account is closed and that you send my mothers refund no later than September 30, 2014.I truly hope this is the last time I will be required to contact you about this matter. We are providing a copy of this letter to the Revdex.com and the Washington State Attorney Generals office. If we continue to receive invoices I will instruct my attorney to take any action necessary to pursue a claim under the Washington Consumer Protection Act. Sincerely yours,[redacted]###-###-####cc: Revdex.comWashington State Attorney General[redacted] , Esq.Desired Settlement: I would like ConnectAmerica to stop billing for equipment that was returned in January 2014 and to send the credit of $41.18 to my mother.

Business

Response:

Dear [redacted],

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

please be advised that we did receive the Mobile Alert Unit on 1/7/14. However, we did not receive the Medical Alarm, PERS Unit #[redacted]. This unit was sent to [redacted] on 8/14/12. On 8/29/12 another unit was sent to [redacted] which was a Mobile Alert. In the box with the Mobile Alert was a return label for the PERS Unit.

The label was never used and the PERS Unit was not returned.

On 12/13/13, [redacted] was given return instructions for the Mobile Alert since she was going into Assisted Living.

I spoke to **. [redacted] on 8/28/14 and advised her that there was another unit that had not been returned. She said she would look for it and call back. To date, I have not heard from her.

We have no problem canceling the account, but we do need our equipment back. I was hoping that **. [redacted] would call me so that we could work out something. Since the charge for an unreturned unit is $350, there would be no refund. If **. [redacted] cannot find the unit, just let me know.

I will see to it that the account is canceled.

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

Sincerely,

Barbara *. V[redacted]

Customer Resolution Manager

Medical Alert

Review: Medic Alert system was ordered by me in August around the 23 nd via phone. 1 week later was taken to the hospital and admitted. I called medic alert and told them to cancel the system. they did tell me to return the box. I never received the box as I was hospitalized and then taken to a skilled nursing facility. my apartment was closed the last day of August. I never returned to the Apartment and did not use the equipment ever. But Medic Alert charged the monitoring fee in September thru December. The First part of December I was able to check my bank statement and found out Medic Alert has been charging my account while I was sick and in the hospital and skilled nursing facility. On Calling Medic alert the first part of December found out the equipment was never returned. I called my old apartment and the box was still in there office, therefore I told the office to please return the box. Medic Alert received the box back around the 12 of December and They told me they have credited my account, but as of this date 12/20/2013 it has not been credited.They refused to credit my account for months I did not have the monitoring of the units from September thru December. I spoke with a manager by the name of [redacted] and still could not get any help. I am a senior who has to use all my money to live at an assisted living facility. I can't afford people ripping me off! Plus I never had the equipment in my position ever! I was so sick when I called them to report I was in the hospital I dont recall who I spoke to, I did tell them I wanted their service cancelled,which they did not do.Desired Settlement: $30.00 times 4 months is $120.00

Business

Response:

Dear **. [redacted],

Review: When attempting to call customer service to cancel my present subscription the toll free number was not answered other than by a automated service. The service continued in a cycle with no live person ever picking up the call. When attempting to leave my name and number for a call back in few minutes it has been over 1 hour ago and still no callback. I also called the new subscription line and was immediately connected to a live person but they directed me back to the number that had never connected me with a live person.Desired Settlement: I just want to speak with a live person to provide the proper procedure to cancel my service or information sent to me via email how to cancel my service.

Business

Response:

Dear **. [redacted],