Connect America

Dear [redacted] , In response to the rejection filed by [redacted] , I called her today and went over the debits that were madeThe December debit was agreed to by [redacted] However, the $447.80, taken in April was not We refunded this debit, and I have asked [redacted] to provide me with the checking statement so that I can have her reimbursed for the bounced check fees she incurred I apologized for the problems [redacted] has encounteredI know she is upset, and I don't blame herI hope at some point in time, she will accept my apology on behalf of Medical Alert 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

Dear [redacted] , In response to the complaint filed by [redacted] for [redacted] , please extend my apologies to themThe equipment was received on January 26, The agent who spoke to [redacted] should have told her that she should return the unit and obtain a tracking number However, as I stated, we do have the equipmentThe invoice that was sent has been credited, and I have requested that the Cancellation Department cancel this account immediately I am sorry that this problem has gone this far If there is anything further I can do, or if there are additional questions, please contact my office Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager

Dear [redacted] ***, In response to the complaint filed by [redacted] , please be advised that I have credited the $off of her accountThat charge was for the monthly payment on the Fall Detection Button we didn't have marked as returnedI had that portion of the account canceled and now the account is closed with a zero balance [redacted] mentioned a refund because she returned the equipment earlyHowever, when she signed up, she got the last two months freeThose months were February and MarchWe received the unit the end of JanuaryTherefore, there would be no refund If I can be of any further assistance or if there are any questions, please don't hesitate to contact my office Sincerely, Barbara *V [redacted] Customer Resolutions Manager Connect America/Medical Alert

[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.] Revdex.com: 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 appreciate the apology from Barbara [redacted] V [redacted] *** I wish she had added that more training and supervision of the Agents at Connect America/Medical Alert is forthcoming I never should have had to make multiple phone calls to get our refund If I had not, apparently we never would have received that check Regards, [redacted] ***

Dear [redacted] ***,In response to the complaint filed by [redacted] , please be advised that I processed her refund this morningI am sorry she had such a hard time dealing with our Customer Care Department At the time she told them she would escalate the complaint, her call should have been sent to me It was not She mentioned that she would like a copy of the invoice I will send that out to her today along with a copy of the credit memo the refund was issued forAgain, I am sorry she was given such a hard timeThat should have never happened.If there are any further questions, or if I can be of further assistance, please don't hesitate to contact my office.Sincerely,Barbara *V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: the statement just given by the representative is incorrect and her recording of the conversation apparently does not match my own Further, I only had the unit into the month of August because the company failed to send a mailing label when I first called and I had to call again to follow up I had to duplicate my efforts each and every step of the way throughout the return process I expect the balance of my refund.Thank you Regards, [redacted]

Dear [redacted] ***,In response to the complaint filed by [redacted] on behalf of her Mother [redacted] , please be advised that I have looked over the account I credited the $balance off the account as one of our Agents had promised this would be done I placed a call to [redacted] to go over the account with her and apologize.The account now has a zero balance and is not scheduled to be billed until March 1, Please extend my apologies to both [redacted] and [redacted] This should have been resolved immediately, however, I don't believe the Agent's notes were clear enough for this to be handled correctly.If there is anything further I can do, or if there are any additional questions, please don't hesitate to contact my office.Sincerely,Barbara *V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

When ever calls got my answer for the questions

Dearts, [redacted] ***In response to the complaint filed by [redacted] , please be advised that I spoke with her this afternoon The equipment has been returned and I am canceling the account today She is entitled to a refund of one month based on the date of return I apologized to [redacted] as this should never have become an issue.I will have the numbers being called by Collections put on the DNC List I will also issue the refund, credit the latest invoice and cancel the account I apologized to [redacted] and if you would, again, express my apologies it would be most appreciated If there are any questions or if I can be of further assistance, please don't hesitate to contact my office.Sincerely,Barbara JV [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted] In response to the complaint filed by [redacted] please be advised that we issued a refund for the Lost Unit Fee and sent it overnight via [redacted] on 10/7/15, Tracking # [redacted] There was some confusion as to what was to be refunded and what had been refundedI spoke to [redacted] on October and got our confusion straightened out I believe that this resolves this complaintIf there are any further questions, or if I can be of additional assistance, please don't hesitate to contact my office Sincerely, Barbara JV [redacted] Customer Resolutions Manger Connect America/Medical Alert

Dear Ms***, In response the second complaint filed by Mr [redacted] , please see my original answerThe first complaint number was [redacted] I don't understand why Mr [redacted] feels we received the equipment when there is no proof that it was sent backHe claims he sent [redacted] proof of return, if he would send this to me, we could fix this issue He indicates that he called in January, Since we record all incoming and outgoing calls, whether answered or not, I had our Phones Department pull all calls from the month of January for both Ms [redacted] ’s number and the two numbers for Mr [redacted] that are on the complaintThere were no calls during the month of January from any of these numbersIf the call was made from a different number I will gladly do the research on that, then the outcome of this issue might be different I will credit off the balance due and close the account, but there will be no refundThis is per the Monitoring Agreement that was attached to the first complaintThat agreement indicates that the unit is billed until it is receivedUnless Mr [redacted] can provide proof that the unit was returned, I will be unable to do a refundThere are many people who claim they returned the equipment some time ago and then months after they complain, we receive the equipmentAs you can see, this puts us in a bad position If there is anything further I can do, or if there are any additional questions, please do not hesitate to contact my office.Sincerely, Barbara JV [redacted] Customer Resolutions Manager Connect America/Medical Alert

[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.] Revdex.com: 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 would also like to note here that if I were told I had two accounts, the unit would have been sent back and not forgotten about As I mentioned before, there was never a word about this until the bill for the original unit was confused with the final bill for the second one that had been paid for, but was not acknowledged as such This was the only instance that the billing supervisor, Natasha, investigated the matter as to why a bill still needed to be paid to their business, afterand only after, it was proven that the bill had been paid and the second unit had been returned If this mix up had been cllear in the first place with this company regarding the fact I had accounts, and they had not kept insisting that the bill was not paid and the unit was not sent back, the matter would have been different Because of this grief and many phone calls, I feel I am justified by a refund of the account's bill they could not find in their own system Regards, [redacted]

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI spoke with her about a week and a half ago and so far have not received any further notices from Medical AlertHopefully the situation is taken care of Regards, [redacted]

Dear [redacted] , In response to the complaint filed by [redacted] ***, please be advised that I have put through two $refunds today [redacted] should see them as credits on his credit card no later than Monday, September Please apologize to [redacted] for the delay, our Cancellation Department is a few weeks behind and until they enter the cancellation into the system, we are unable to process the refund [redacted] paid $for shipping that is not refundable, however, what has been paid for the monthly on the system is refunded If I can be of any further assistance, or should there be any additional questions, please do not hesitate to contact my office Sincerely, Barbara * [redacted] A [redacted] Customer Resolution Manager Medical Alert

Billing or Collection IssuesBilling or Collection IssuesselectProblem: contacted you before complaint [redacted] and this was resolvedBut they have continued to send her billsI (Her daughter) called them directly and they said that they were canceling the account and clearing itI am contacting you mainly for proof that something was done if she continues to receive bills and chargesThank you for your helo in this matter.TranslateDesired Resolution / OutcomeDesired Resolution: No further contact by the businessNo further contact by the businessselectDesired Outcome: that she will no longer be billedshe is older and gets very stressed over things she cannot understand

Dear [redacted] , I am in receipt of the rejection to the answer regarding the above complaintPlease advise ** [redacted] that the refund check has been cut and it should be delivered in a day or two If I can be of any further assistance, or if there are any additional questions, please don't hesitate to contact my office Sincerely, [redacted] Customer Resolution Manger Medical Alert

Worked swiftly every time needed

I was happy/satisfied with provided service

Dear [redacted] ***,Please be advised that the complaint filed by [redacted] has been handled My Associate, Susan B***, contacted [redacted] and due to the problem she has had in getting the Gift Card, she has been issued two months credit on her account I checked with Finance and they sent a check to [redacted] , in lieu of the gift card, on August 18, Susan called [redacted] today and advised her of the check She also apologized for this issue.If there are any questions, or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara *V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

Thank you for your prompt response roe my request for assistanceIts comforting to know help is only moments away when neededregards, Mildred Casey