Connect America

An excellent device, and an equally excellent company. The full GPS fall detection device is unparalleled in the industry.

Review: I ordered a medical alert system for my mother-in-law which was activated on Mach 11, 2013. The monthly service charge was advertised as $39.95. Connect America debited my checking account for 3 months in advance on February 22, 2013 in the amount of $129.35. Two more debits were made in the amount of $119.85 each on June 10, 2013 and September 10, 2013. I returned the medical alert system in the original packaging to Connect America and it was received by them on September 16, 2013 (per USPS tracking). I called and spoke to [redacted] at Connect America on September 18, 2013 and was told that they had not received the unit but as soon as they did I would be sent a refund within 30 days for the unused portion from the debit they made on September 10. On October 25, 2013 I called Connect America again and was connected to their voice mail. I left a detailed message but never received a return call. On October 29, 2013 I called and spoke again to [redacted] who confirmed that the unit had been received on September 18. I asked when I could expect the refund I was told within 30 days. I reminded her that she told me the same thing almost 6 weeks earlier and she again said it would be another 30 days. I asked how much the refund was for and she said she did not know. I told her that her answers were unacceptable and she said there was nothing more she could do.Desired Settlement: I would like a refund in the amount of $119.85 for the 3 months that they charged me for when the unit had already been returned to them.

Business

Response:

Dear [redacted],

I acquired the Medical Alert. I returned the equipment intact after several months of use. The company confirmed receipt of the equipment, and the charges stopped in April. After two months, I noticed charges for $39.95 on my credit card. I called the company that had initiated charges (Forte Paypac). First they denied having charged my credit card. Then they said they don't know which company initiated it. Once I told them that I had similar $ amount charged by MedicalAlert, they admitted that the the charges came through from them. The charges were showing up on my American Express CC statement as 4TE*Connect America and 4TEMedicalAlert. I have since called the company twice. Today they finally admitted to charging me fraudulently and they said they will issue a credit for the months of July and Aug 2015, but this may take up to 30 working days!!! In addition, I already got a notice from my Amex that there is a charge for Sep. 2015, but the representative said it does not show up on her system so she can not stop it!!!
I wonder if this company just expects to get away with fraudulent charges since most of their clients are senior citizens and have someone else taking care of their bills or they might not notice. Very dishonest!

Its fine.

Baratta

I live alone and have been with this service for the past 7 years but never actually had to rely on it for help. That is, until March 2015, when I became ill and slide off the bed onto the floor. The next thing I remember is, the EMT's entering the room. If I wasn't wearing my Medical Alert button, I don't know how long I would have laid on the floor.

This business truly saved my life or I would not be typing this right now. It happened several months ago. I went into respiratory arrest and passed out. I DID, however press the button--thank GOD. I woke up in the emergency department, and spent several days in intensive care.

Review: On August 20, 2013, the unit which connnects me for emergency help with Connect America failed to work. The emergency button did not respond when it was pressed. I called them for tech support and was put on hold for two and one half hours. When I finally reached a service person he did not test the unit, and he was rude and stated that he didn't believe anything was wrong with the unit. He just kept repeating,"I don't believe you," over and over again when I tried to explain what had happened to the machine. It scared me to think that the company was so careless of its customers. I sent the unit back .Desired Settlement: this company deals with people's lives in emergency situations. they are careless and almost hostile to any requests for help with non- functioning equipment. They are incompetent and scary

Business

Response:

Dear **. [redacted],

I want to stop the service of a $10.00 that I carry around in my pocket book. I want to keep the home service. Thank you.
If you wish to call me my number is [redacted]

Review: Although someone is always available to accept new business, all other options lead nowhere. It is impossible to terminate this service, talk to billing department, or any other function, except new business. It's like the 'hotel california' by the Eagles, once you check in, you can never leave. On one occasion, they made the mistake of answering the phone, and once they realized it wasn't a new sale, they continued to talk over me. When I tried to raise my voice to be heard, I was simply hung up on.Desired Settlement: My mother passed away, I'm trying to disconnect this useless service, but they wont respond. I would like a prorated refund to the date of her death(June 8, 2013). I have not yet found the documentation for what my mother has already paid for, but when I do, a larger or smaller refund might be required. It would be a whole lot easier if they would just respond. I have thousands of documents to go through, and my mother was meticulous about record keeping, it is only a matter of time till I find the documents I'm looking for.

Business

Response:

Dear [redacted],

Review: We had a Medical Alert system for a short while. Didn't like it and returned it the end of Aug. 2012. Our account was closed in Sept. 2012. We keep geting invoices for payment. They keep telling us they will fix the problem. Next month, another bill. On the phone for 45 min. to speak to a person who told us for the umteenth time that the problem will be taken care of. I am worried that my credit will be damaged by this. Please have them correct their billing system so we are no longer hasseled.Desired Settlement: Fix the billing problem. Stop sending us bills.

Business

Response:

Dear [redacted],

I haven't had any problems that weren't my own. The speaker button is very sensitive and I've accidently set it off several times, but it is working beautifully and I feel very secure having this service. My family is happy with it too.

Medical Alert is fantastic. A couple of times I have accidentally hit the button for help, and each time the person answering has been kind, understanding, patient, and letting me know that they are there to be helpful.

Review: This company charged my credit card for an automatic annual renewal fee in the amount of $359.40 on June 1st, 2012. I contacted this company at that time and cancelled the service and returned all equipment which UPS delivered on July 12, 2012 but to date they are refusing to refund my money for this unauthorized automatic renewal.Desired Settlement: Receive a full refund to my credit card.

Business

Response:

Dear [redacted],

Review: I COMBINED MY HEALTH SYSTEM WITH A SECURITY SYSTEM COMBINATION. LESS MONEY THAN BOTH SYSTEMS. ON OCT. 29, I SENT THE SYSTEM BACK. HUSBAND WAS IN HOSPITAL AND I WAS IN A HURRY.I FORGOT THE RECECT FOR IT. I MAILED THE ITEM BACK.I CALLED THE COMPANY ABOUT THE PACKAGE. I WAS TOLD IT WOULD BE 2 WEEKS TO PROCESS. CALLED IN 2 MORE WEEKS. "OH, WE DONT HAVE IT" IT COULD TAKE 30 DAYS. CALLED BACK AFTER NOV. 27. WE STILL DONT HAVE IT. IT MAY TAKE 45+ DAYS TO PROCESS.WITH HOLIDAYS AND VACATIONS, IT MAY TAKE LONGER. THEY HAVE NOW TAKEN 2 PAYMENTS OUT OF MY ACCOUNT OF $34.95. THEY WERE TO STOP AUTOMATIC WITHDRAWAL. BUT DID NOT. I HAVE TALKED TO SEVERAL PEOPLE IN THE LAST 2 MONTHS. IT WAS ALSO FAXED TO THE COMAPNY THAT I WAS STOPPING MY ACCOUNT THE DAY I TALKED TO THE SALES PERSON WHO SOLD ME THE NEW S. THEY STILL TOOK MONEY OUT.I FILL THEY ARE GIVING ME THE RUN AROUND. I FAXED THEM THAT I WAS STOPPING THIER SERVICE WITH A NEW ONE.THE DAY IT WAS INSTALLED. I HAVE HAD THIS MEDICAL SYSTEM FOR 3 YEARS.Desired Settlement: JUST THE REFUND OF TWO PAYMENTS OF $34.95. AND ANY OTHER MONEY TAKEN OUT SINCE OCT. 15,2014.

Business

Response:

Dear [redacted],

In response to the complaint filed by [redacted], I have researched the information provided. The Medical Alarm was received on October 31. There were two payments received that she has questioned. The first payment was on 10/29/14. That payment covered the October 1 invoice. The 11/29/14 payment covered the 11/1/14 invoice. This payment has been refunded and a check will be issued and sent to [redacted] today.

Unfortunately, our Cancellation Department is behind and a refund would have been issued much sooner had [redacted] had her tracking number.

I understand that she forgot the receipt, but we are unable to take a client's word stating they returned the unit. You would be surprised at how many people say the returned the unit and actually did not. With the tracking number we are able to get the account canceled right away and the refund issued immediately.

I am sorry this was a problem, and know that it is certainly not the Customer's fault that our Cancellation Department is behind in cancelling accounts. Please extend my apologies to [redacted].

Sincerely,

Barbara *. V[redacted]

Customer Resolution Manager

Medical Alert

Review: Delivery of medical alert unit accepted on 10/17/13. Unit arrived several days later and needed to be installed. Installation was delayed because health issues. Connect America notified by consumer in Dec and installation would probably be handled by end of January 2014. Bank charged account for connect America $89.85 (3 months billing). Cancellation attempted January 2014 when CA persuaded consumer yo accept another month that not need installation. Unite arrived in several days, Bank statement showed 104.85$ by Connect America. (34.95$ monthly) The unit mention 1/31/14. CA has sent me contract for both units that have never been signed or returned to them. The first contract shows quarterly billing that I do not remember approving. The second contract shows $34.95 monthly charges. A stop payment order had been filed with the bank- [redacted] Bank- ([redacted], mo [redacted]) checking acct number [redacted] and [redacted]. CA did not have any written contract when my bank was accessed twice. They do not have them now. One month billing is specified on receipt still in my possession. The stop payment order was for 104.85 ( 3 months payment) for their contract showing monthly payments of $34.95)

Bank showed 2/8/14 not up with stop payment of 34.95$ monthly.

Both units have been returned to CA through [redacted] about a month ago. Promised refunds 89.58 104.85 and stop payments of 35$/ mo. They never been received.Desired Settlement: Refund of bank check 104.85 copy of unsigned contract shows monthly payments of 34.95 refund of bank check for 89.95. 35.00 stop payment the pain and suffering considered. I'm 82 years old this was abusive.

Business

Response:

Dear **. [redacted],

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

she was well aware that the charges would be debited from her account. That is one thing that is resolved when taking the order for the units.

**. [redacted] has not returned the second unit. We did receive the first one back, and as with all of

our equipment, it is billed until it is received in the office. If **. [redacted] has a tracking number for the second unit, if she provides it, I will gladly track it.

I understand that she didn't sign the contracts, however, had she plugged in one of the units and pressed the button, we would have responded, signed contract or no signed contract. It makes me wonder how she would feel if there was no response in time of need because there is no signed contract.

I am willing to work with **. [redacted], but she has had the first unit since October and the second unit since early February. She will need to contact my office once we have the second unit back and I will agree to negotiate a refund.

If you have any further questions, or if I can be

of additional assistance, please don't hesitate to contact my office.

Sincerely,

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:

Regards,

Business

Response:

Dear **. [redacted],

I am in receipt of the rebuttal from **. [redacted]. She not only was not told to send the unit back with no tracking number, she didn't call to say she was sending back the unit. She called on the first unit and was told to get a tracking number.

She didn't call on the second unit, but should have known that a tracking number was needed on the second one if it was required on the first unit.

I will cancel the account, but there will be no refund since we did not receive the second unit.

The cost of a lost unit fee is $350. The total of the $88.95 and $104.85 is $193.80, so **. [redacted] is getting a break on the lost unit fee. If this is agreeable, I will need to know right away so that we can close this matter. Once the account is closed, **. [redacted] will receive no more calls.

Sincerely, [redacted]

Customer Resolution Manager

Medical Alert

Had trouble getting started , but everything is fine now. The first unit would not receive a signal. An upgraded unit was then provided and is doing fine now. Thank you.

On two separate occasions I had to use my Medical Alert, immediately they were there and had an ambulance at my home within minutes. Being a stroke victim it is the best investment I've made giving my family and myself less worry.

It works! My wrist band lost it's works somewhere in a casino and I was unaware! And because it kept sending a signal, you continued to try to contact me until I finally heard you when I was in the Ladies Room washing my hands! In the meantime you had sent an E Unit to my house, were unable to reach either of my daughters but reached my sister-in-law. She had to release the E Unit when she realized I was in a casino - great and wonderful response team covered all bases. However - it took almost a full 4 weeks, though person after person assured me the wrist band was "in the mail", to finally get a helpful person to overnight one for me. I contacted you and "complained" and was given an extension of a month on my payment due date.
I will be calling Mobile Alert right after the holiday season. I was NOT notified of a 20% increase in annual costs NOR that my credit card was being charged without my being notified of the increase or the charge to be made! Perhaps I signed some-thing that allows you to do that - if so, that will be changed ASAP.

Review: I have asked for locket locker they keep transferring me to different location and harassing me to pay 300 I did made a deal with someone $125.00 then the 300 will be waived.Desired Settlement: All the bills dropped since I have been bothered by them after I finish made a agreement with worker with payment and I have tried asked for locket locker key and they failed to hear me out keep put me on hold and transferring.....

Business

Response:

Dear [redacted],