Connect America

Fortunately, I have no medical incidents on my alert system during 2015. However, each time I have had to contact them, my questions were answered and, I was advised, in a polite and professional way,
that my system was there for me. Medical Alert is the most important reason that I can be safe in my home, or wherever I choose to go. Thank you.

Review: On 7/1/2013 at 12:13 PM I received a call from [redacted] informing me I had been selected to receive a [redacted] Alarm System worth $400 to examine and If I kept it I would pay a monthly fee for activation. I told them I did not want to pay a fee because my social security did not come in until the 10th. They were very nice, said the charge would not come through until 7/11/2013 and absolutely nothing would be charged to my account. I had been investigating [redacted] Alarm Systems as I do live alone and am 77 years old. Unfortunately I did give them my Debit Card number. Within 5 minutes a $44.95 charge was zapped onto my bank account. I had a confirmation number with them of [redacted], and their customer service number was ###-###-####. The $44.95 charge was posted from [redacted], [redacted], NY. I called them back and they said they had credited my account for $44.95 and I for certain would not be charged until the 11th. The credit was put in at 11:15 AM on 7/2/2013. Then at 23.59PM on 7/2/2013 another charge of $44.95 came through to my bank account. When I called them again at ###-###-#### there was a woman who answered the phone telling me that was a "Credit" not a Debit that I saw. No charge would be charged to my account and my order had been cancelled. The charge is still there, no credit attempted, and my bank account reduced for $44.95.Desired Settlement: I hope that no one else is as stupid as me, and they be blocked from calling anyone in Oklahoma.

Business

Response:

Dear Ms. Dondero,

Review: My father who has alzheimer's accept a call for the company Medicalalert, they talked him into accepting their product. The medical alert company sent him a medical alert system in December 2012, On December 27, 2012 I shipped back the system with their return label. We have never activated the system, they continue to send us invoices to pay for the product. We have called several times and told them that there product was returned to them.

We have explain the situation and they just keep harrassing my father [redacted] and his wife [redacted]. We feel we should not have to pay for a service that we never activated and returned there product in the same week. My concern is that the company is taking advantage of my father and his loss of memory. I was the one who went to the post office and return their medical alert system.Desired Settlement: My desired out come is for the company to stop harrassing my Father. his account should be cleared with no charge. Cancel everything.

Business

Response:

Dear [redacted],

I have no complaints with Medical Alert.

Great

Review: the payment plane was set up on a 3 month payment , but they were taking money from my checking account

ever 2 months , and if I had not stoped payment at the bank they would have took 3 payments out of my accoint

in 6 months .I called and told them I wanted to cancel my service with them and wanted to send the machine

back and they told me no they wanted me to keep the service and I told them no to stop the service . they then give me the adress yo send it back .

I would like them to repay me $ 35.00 that it cost me to stop the payments from coming out of my checking account

and the $ 25 .00 that it cost me to ship the machine back to them.

this is a total $ 60 . 00 dollarsDesired Settlement: Iwould like them to repay me $35.00 that it cost me to stop the payment from coming out of my checking account

and the $25.00 dollars that it cost me to ship the machine back to them.

this is a total $60.00 dollars.

Business

Response:

Dear [redacted],

So very reassuring to know rapid help will come if I fall either at home or out....happy new ear...G[redacted] k[redacted]

Review: Arrangements were made for monthly debits from account. Connect America did an unauthorized debit for the full yearly amount causing possible overdrafts to the account. After 3 separate calls and being bounced back and forth to different departments, was told that a refund would be made, but in the form of a check. When questioned as to who was going to pay any of the overdraft amounts while we waited for the check, was told in a rather rude voice "a check will be cut".Desired Settlement: Reimbursement for any overdrafts that may result from this unauthorized deduction from account

Business

Response:

Dear [redacted],

In response to the complaint filed by [redacted], I called today and left her a message to return my call. I have requested that the refund check be sent over night to her. I am also agreeable to pay any overdraft fees charged by her bank. However, I will need a copy of the bank statement showing these overdraft fees.

Please express my apologies to [redacted]. This shouldn't have happened and she certainly should have been told we would reimburse any overdraft fees caused by us. I will listen to the recording and forward to the Billing Manager.

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

Sincerely,

Medical Alert

Review: To whom it may concern:

On June 17, my mother, [redacted], a user of Connect America Medical Alert, fell in her kitchen at 7:30 am. She pushed the button around her neck (her alert mechanism) and a message came from box which was attached to her telephone jack and was plugged in to the electricity saying "emergency, emergency" and then it went to quiet. A person who could dispatch service never came on the line. My mother attempted to scoot across the flour to where she could reach the telephone, but the pain was too severe, so she stopped. She said she just prayed that one of us kids would come to see her. (She and three daughters and one son all lived in the same mobile home park and were a minute or two away from her).

I went over at 2:30 with my dog as my dog expected treats from my mother about 2:30. When we went over to see her every day. When we first went in, thought she was dead. She was lying on the floor on her side very still. There was then a little voice that said "I've been praying all day one o you would come see me" . We had ordered this system in the mistaken belief that in the case of emergency, they would be faster in getting assistance to her than we would. However, she used her button around her neck off and on all day, to no avail.

I tried the button and got the same response, "emergency, emergency" and then nothing happened. I then called 911 and they sent assistance to us. The ambulance and rescue squad got there and took her to [redacted] Medical Assistance. By the time they got her worked up and everything stabilized, they decided they would perform surgery to repair the hip she had broken when she fell. She had her surgery on Tuesday, June 18 and on Wednesday around 6pm she coded and we later (about 9:00 pm) had her removed from life support systems and she passed away a few minutes after that.

Do I blame them for her death? No! Do I blame them for the roughly 7-8 hours she spent on the floor, in pain not able to contact anyone the system we had counted on to respond to her needs, not working? Absolutely. She was in severe pain no water unable to move, and worried just when one of us would be there. Understand that had we not acquired the system, we would have set up a schedule to come in and eyeball, talk to her, check on her every 2 hours or so. We were doing that for about a month after my step-father had to be admitted to a Memory Care unit. My brother-in-law was over there a couple of times every day to do the watering and taking care of the yard. He didn't go inside every time, because she felt that with the alert system she would be safe and she didn't want to be a burden to her kids. She wasn't a burden to us and oh, how I wish we had gone that route instead of the alert system.

In any event, I removed the system from the house on June 20th got all the parts, put them in a bag and took them to my house. I was to angry to try to talk to them at that time, so didn't call them until mid August after having consulted with an attorney. Because we didn't have an autopsy performed they didn't fell it was a case they could take. We were not interested in suing as in having the company accept some type of responsibility. The first time I called they made excuses that she hadn't tested the unit since the end of February; that it must have not have been plugged in right; (false, I checked it. It was plugged into both the electricity and the phone jack and the signal was making it as far as the box; and gee, by the way, they were sorry for my loss.

Quite frankly, I was quite rude. I don't blame them for her death, but I do, as I said earlier blame them for her pain, discomfort and fear while lying on the hard floor for hours. I asked them to cancel the service and send me the label and any other papers I needed to send this piece of junk back to them. They said it would take 10 to 14 WORKING days. That's about the speed they respond to emergencies, also. That was about 4 plus weeks ago. I callDesired Settlement: I m sorry for the length if this missive, but this was my mother. I saw her every day and wanted her, in fact to live in my home in a mother-in0law unit I had prepared, but she wanted her independence and felt the alert system answered our needs, the ability for her to get assistance quickly in the event she needed it.

I appreciate any assistance you can lend me. According to their website that are 4 companies operating in the state of Arizona. I don't know where to send the unit. There is a P

Business

Response:

Dear **. [redacted],

I have only had this system for a few months but am very happy with this Company. They always answer in timely manner and appear to be very professional.

great!

I agree with the "0" ratings others have given this company. This company initially did not send me the equipment I discussed and ordered from the sales person. I allowed the salesman to persuade me to pay for a year in advance in order to get a "free month." DO NOT EVER DO THIS!!! It trapped me into playing games with their owner and customer service manager for three months.
When I realized I had the wrong equipment and called to exchange it about two weeks in, I was promised an exchange would arrive by the weekend. Ten days later it had not arrived. I called again. Promised it would be shipped immediately. It did not arrive. Called again. Told it still had not shipped. Wrote to President of company (because I could see that their service people were totally untrustworthy) and told him I wanted out of the deal completely and asked for his help. He sent my letter back to the customer service manager. She did not answer my letter until almost a month later. Meanwhile, the replacement stuff came. I went ahead and plugged it in, still waiting to hear how I could end this whole deal. When she finally answered, she totally ignored my request to cancel.
After several more letters, she said that they had a new system, and they did not even know whether or not my order had shipped until I called. I reminded her that I had asked to cancel in my very first letter. Then began the games: "Send back the machine or we will not give you a refund." (No instructions on how to send it back.) Three more letters and two more weeks before instructions arrived. Sent machine back. No acknowledgment for two more weeks. Finally she says she is in the hospital and no one is doing her job. Then she says I didn't send back the original equipment. More time passes till she finally admits she found the original machine I had sent back months before. Now she says two pieces are missing from the second machine I sent back. More letters, more time passes, more excuses. Finally, she admits everything was returned.
She then keeps money for all the time she delayed my cancellation for their failure to provide adequate service and makes up an accounting based on charges for equipment when the salesman clearly told me there was no charge for equipment.
I can't figure out if they are all crazy and crooked or just crooked, but they definitely are a company TO BE AVOIDED. Like one reviewer said, TAKE YOUR CREDIT CARD AND RUN FAR AND FAST!!! You cannot believe one word of anything they promise to do. They will do whatever they want with no regard for agreements, promises, fair business practices, ethics, morals or common decency.

Review: I was paying for MedicalAlert service for three months at a time, paid in advance. The service started 2/6/13, so payment periods ended on 2/6/13, 5/6/13, 8/6/13 and 11/6/13. I cancelled service and per the agreement, returned the alert unit, which was received by the company on 6/28/14. The company issued a credit of $26.95 for one month's unused service. When I initiated service, I was told verbally that after the first three months, a full refund would be issued for any unused service. I understand that to mean a refund for each day after cancellation, not just a refund for each full month no used. With regard to cancellation and refunds the company's terms and conditions states "if the subscriber has activated the system and wishes to cancel this agreement prior to the end of the initial three month time period, he or she is entitled to a full refund of any unused pre-paid monitoring charges less the three month minimum." This is the only statement regarding refunds. I cancelled a year after starting service, so the three month minimum was met; the rest of the statement talks about a "full refund of any unused pre-paid monitoring charges. I claim the company still owes me a refund for the period 6/28/14 (the date the unit was received by the company) through 7/6/145 (8 days) which equals ($26.95 /30) x 8 = $7.19. I have talked to the company but they say they only will pay for full unused months.Desired Settlement: Asking for an additional refund credit to credit card of $7.19 per the company's printed agreement.

Business

Response:

Dear [redacted],

In response to the complaint filed by [redacted], please be advised that I have issued a refund for the additional $7.19. I have also instructed our Billing Department to take this into consideration when refunding an account.

I apologize to [redacted] for this problem. The refund will appear on his credit card within the next couple of days.

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

Sincerely,

Barbara *. V[redacted]

Customer Resolution Manger

Medical Alert

Great customer service and very nice to work with. They clearly work with those in need and have patience.

Review: On 3/7/14, I came across a flyer advertising the Medical Alert System (the MAS). On 3/9/14, I called ###-###-#### with the intention of requesting a brochure. I spoke to a customer sales rep named [redacted] and asked that a brochure be sent to me. He told me that he could answer any questions I had about the product. He explained how the product works and the advantages to subscribing to the MAS, then he asked me for my credit card information, full name, age (57), address and phone number. I asked him how will I be billed and he said that there would be an initial charge of $39.45 on my credit card once the MAS was activated ($29.95 plus $9.50 for S&H.) After that I would be charged $29.95 monthly. I asked him how much a years subscription would cost me and he said $329.45. I said ok, but I would like to start with a monthly subscription. He also said that if I was not satisfied there is a money back guarantee. On 3/17/14, I called **. [redacted] to inform him that I needed to cancel my subscription effective immediately. My son had purchased a subscription in my name for a similar device called [redacted] as a gift for me and since I will be using the [redacted] System, I no longer had need for the MAS. **. [redacted] said that he would connect me with customer service. The phone connection was lost right after he said that. I dialed customer service myself and was connected to a customer service rep named [redacted]. When I explained my situation to him, his tone of voice seemed aggressive. He suggested that I should have my son cancel his subscription that he had set up for me with [redacted] because the MAS subscription was cheaper and he insisted that I tell him how much the subscription to [redacted] was going to cost my son. He also suggested that I have my son call him so that he could explain to him how much money he would be saving by switching to the MAS. I explained to him that I didnt know the cost of the [redacted] subscription because it was a gift. I listened to [redacted] argue for another minute or so then I pleaded with him to let me know what I needed to do to cancel the subscription. He told me that when I receive the MAS (I had not received it yet) to send it back to the address on the back of the box and make sure to have it insured for $350.00. He said that once the MAS was returned, the subscription would be cancelled and my money refunded. On 3/19/14, I mailed the first letter to the MAS corporate headquarters requesting cancellation of my subscription and a full refund. On 3/20/14, [redacted] left me a voicemail asking me to call her back so that she can provide me with the instructions for retuning the unit. I called her back but spoke to "[redacted] instead who gave me the instructions for returning the MAS. On 3/21/14, I received the MAS. On 3/29/14, I mailed the MAS back unopened, unactivated, and undamaged according to the instructions. On 4/2/14, I received my credit card statement showing that I had been charged for a full years subscription of $329.45 instead of the $39.45 (which includes the $9.50 for S&H) that was orignally quoted to me. On 4/18/14, I mailed a second letter to the corporation requesting a full refund and cancellation of my subscription. On 4/30/14 "Susan" called and said that I would be refunded only $299.50 because they received the MAS on 4/1/14 and are charging me for a month's use of their product. I want my full refund of $329.45 not $299.50.Desired Settlement: I am very disappointed and upset that the company chose to resolve this matter in such an arbitrary way. To date, I have spent $359.45 (which includes the postal costs associated with my correspondence to the company, additional mailing to the copied agencies, the cost of insurance added to return the MAS, plus the full subscription price which was charged to my account) in trying to resolve this problem without resorting to legal intervention. I no longer have an account with the credit card that the subscription was originally charged to and request that my full refund of $329.45 plus the additional $30.00 (in postal costs) be sent to me in the form of a certified bank check with a letter signed by their corporation president apologizing for the hassle and acknowledging that my subscription has truly been cancelled.

Business

Response:

Dear **. [redacted],

In response to the complaint filed by **. [redacted], I listened to the sales call. She stated she received a brochure and wanted to learn more about the system. The Rep. explained everything to her, as she requested. **. [redacted] opted for the annual billing due to the free month, free shipping and free button. That is why she was charged $329.45. She never mentioned that she wanted to be billed monthly to start with.

The unit was received by her on March 19 and returned to us on April 1. Since it didn't fall within the time frame to get a full refund, a refund was issued for $299.50. However, I will refund the other $29.95 because the time frame from delivery to her and return to us was not a very long time at all. The refund of the $299.50 was processed on 5/8/14, and she should see it on her account in a couple of days. As I stated, I will process the other $29.95 and that will be done today.

I am sorry that when she called Customer Relations,the Agent gave her a hard time

about canceling and going with [redacted]. That shouldn't have happened.

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

Sincerely,

Customer Resolution Manager

Medical Alert

Review: Contracted on 4/1 for a 90 day agreement for a medical alert device for $39.95 per month plus $9.20 shipping (Total $129.35). Was promised by [redacted] ###-###-#### an Email confirmation, an Email brochure and a shipment Email with a tracking number. Nothing took place and I called and was reassured by **. [redacted] that everything was ok. Nothing happened. On 4/4 I inquired again and spoke to [redacted] who was very sympathetic to my predicament and put me thru to [redacted], a manager. [redacted]'s opening remark was "I want you to know that I just listened the the entire 26 minutes conversation that you had" Whoa, what a salvo!Based on his approach I asked him to cancel the deal and he told me to call "billing" first thing n Monday to stop the shipment. Billing was not the dept. to handle my issue and they transferred me to another sour grape who reluctantly told me that the shipment was canceled and that a credit would be issued for $129.35 to my bank account. Nothing, and lo and behold, today 4/9 I called them to inquire about the refund and "[redacted]" said that it would not be issued until the shipment that had been delivered a 1:49 PM today (without a recipient's signature) was returned.Gentlemen, I just want my $129.35 back, I am a 73 years old retired accountant who can't afford to give money away. I am grateful that I will never have the opportunity to use their medical alarm.Thank you!Desired Settlement: $129.35 credit to my [redacted] credit card .Thank you.

Business

Response:

Dear **. [redacted],

In response to the complaint filed by **. [redacted], I just wanted you to know that I called him. I told him that [redacted] was going to make arrangements to pick up the Medical Alarm, and return it to us. I asked **. [redacted] to call me when they do and give me the tag (routing

number). Once I see the unit is on its way back,

I would process the refund.

I apologized to **. [redacted], this shouldn't have happened. Had his request to cancel been handled properly, the unit wouldn't have shipped and the refund would have been issued.

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: They hid the box behind a trash can and was wet and possibly damaged this morning. I agreed to send it back but they have not been able to have [redacted] to contact me for a pickup. I offered to take it over to a [redacted] agency myself if they would send me a return postage form via Email but [redacted] does not how how to do that. I just don't want to sit here waiting for a call from [redacted] God knows when. I have put up with enough and even [redacted] admits it.

Please ask them to have somebody who knows basic computers to email the return postage form to me for as an attachment.

Regards,

Business

Response:

Dear **. [redacted],

I am totally confused with this rejection. I called **. [redacted] and advised him that we had [redacted] reroute this unit back to us.

A label was emailed to him, but it wasn't needed since we were able to get the unit turned around.

The refund was issued for $129.35 on April 11, based on the fact that the unit was on its way back to us.

I don't believe that we needed to do anything further since this account is now closed with a zero balance.

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

Sincerely,

Medical Alert

Review: My Brother ordered a Medical Alert device from one company ([redacted]) but received a device and was charged from another company (Connect America) before the first device reached us. He is mentally challenged and is not able to provide the company with account #s, but they say he approved it. Not so....but they charged his banking account with a draft already. A few days later after receiving the first device, I receive a call saying they would be shipping a different one and I should return the Connect America device via [redacted] and they would pay shipping.

When I called to rectify the situation, I was told by Connect America they would not pay shipping and I had to insure it for $350. I am returning the alert device to them.Desired Settlement: I am asking that Connect America pay all shipping and insurance charges as well as refund all past, current, and future charges.

Business

Response:

Dear [redacted],

In response to the above complaint, I spoke with

[redacted], [redacted]'s sister. I apologized for the

problems she has had.

I emailed her with my address and asked that

she send me the shipping receipts. I will gladly refund her for the return of the equipment. As she stated she was told we would supply a return shipping label. The next person she spoke with said we wouldn't. Had the person who promised that return label put notes in the system, this wouldn't have happened.

I also advised [redacted] that we don't have the recording on this sales call as it was done by one of our partners who doesn't record the calls.

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

Sincerely, [redacted]

Customer Resolution Manager

Medical Alert

Only have had safety checks of the equipment. Fortunately, haven't needed actual assistance for crisis. When I did do a safety check, personnel were always courteous and patient.

Very dependable service

Review: Please be advised that I dispute the billing amount you claim that I owe and it is my contention that I am due a refund from youThe following are the pertinent facts and dates involved.BackgroundI agreed to use your Medical alert product at a monthly cost of $on 12/11/I received your product on 12/23/According to your first bill (which I paid), you charged me for the entire month of DecemberHow is this possible when I received your product at the end of the month?2.After my mothers passing, I called to discontinue the serviceI was told that you could not discontinue the service until your product was returned to youI sent the item back via [redacted] Day Priority Mail, on April 25, This package was received by you on April 28, 2014, tracking # [redacted], (copy attached).3.You claim that you received your product back on June 23, When I called to dispute your bill, I was told that quite often bereaved people are often upset and confused (very condescending) and I had to prove that I returned your product in April (See attached tracking receipt).ResolutionI have paid your company $in December, 2013, plus an additional $on Mar 2, You have billed me an additional $on 6/1/14, which I DO NOT intend to pay.2.It is my contention that You Owe me a refund for the December monthly charge, I only had your product for daysPlus any and all charges from April 28th, the day you received your product backThis refund is from the Quarterly charge of $that I paid on March 2, Plus the elimination of your $past due bill.3.Please remit to me your refund of $(estimated) for Dec & Apr (partial) plus May & June.I DO NOT WANT THIS HAPPENING TO OTHER SENIOR CITIZENS!!!Desired Settlement: Medical Alert to acknowledge I do not owe this amountand refund the amount they owe me
Business
Response:
Dear [redacted],
In response to the complaint filed by [redacted],
I have looked at the account and am attaching the tracking showing that the unit was received on December 20th and not the 23rdHowever, that isn't importantI agree that [redacted] shouldn't have been charged for December, however, the billing begins when the unit is shippedThat said, I adjusted, for my information, the billing to cover Jan., Feb., MarApr., May and JuneTherefore, there is a refund that I have put through for which will cover May and JuneThe unit was received on April 28, so there is no refund for AprilThe refund will take a little longer than usual because the charge was more than days ago and has to be differently
The $that [redacted] refuses to pay covers the Fall Detector Pendant that was not logged in as
returnedI have credited the $off of the accountShe should receive no further billing on that
I extend my sympathies to [redacted] for the loss of her MotherI am not being condescending, I lost my Mother also and I know how that feels
If I can be of any further assistance, or if there are any additional questions, please don't hesitate to contact my office
Sincerely,
Barbara *V[redacted]
Customer Resolution Manager
Medical Alert
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's responseIf 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 meI look forward to receiving my refund and I am pleased that Medical Alert will keep their promise.Thank you for all your help
Regards,