Connect America

Review: Please see attached- Connect America.Desired Settlement: Please see attached.

Business

Response:

Dear [redacted]:

Review: My 89 year old mother has had Connect America service for only 9 months. There have already been two discrepancies with their billing department. The first had to be arbitrated by my mother's bank because Connect America billed the wrong account. The second involves a check them claim not to have received. Two billing errors in 9 months is not acceptable. When I called to end service, their policy of disconnecting service is not consumer friendly. They do not provide a prepaid mailer and will not discontinue service until the product has been delivered back to them at the consumer's expense.Desired Settlement: Connect America should have to pay to have the unit returned, and service should be disconnected immediately upon consumer request.

Business

Response:

Dear **. [redacted],

In response to the complaint filed by **. [redacted] on behalf of his Mother, please be advised since this equipment is the property of the company, it is billed until it is returned. Those terms are much like a cable company. If you have cable and never turn it on, you are still billed for it. Also, you are billed until all of their equipment is returned.

As far as the billing errors are concerned, the first one was actually an Accounting Application error. Since I help in that Department when I can, I don't understand how anything can be posted to the wrong account. Obviously, someone was not doing their job properly. For this problem, I am truly sorry. As far as the payment for December is concerned, we cannot post what we haven't received. I don't feel that can be considered a billing error. If it has cleared **. [redacted]'s account, and we don't have it posted, then that surely is a billing error.

I know that **. [redacted] issued this as an FYI complaint to the Bureau. Please forward my answer to **. [redacted] so that he knows that we are concerned about our customer's and their opinions.

Sincerely,

Customer Resolution Manager

Medical Alert

Always real helpful.

Review: I contracted with Medical Alert on October 29, 2012 to provide emergency alert services for my mother. We agreed to a three month trial period. As of February 2013, we had not used the service. Since that time the service was used twice both with unsatisfactory results. The debit card provided initially was cancelled as I down have power of attorney for my mother. Our financial institution issued a new debit card for my use in performing financial actions on her behalf. Because I am the primary caregiver for my mother, I had inadvertently failed to notify Medical Alert of the new debit card. Several weeks ago this came to my attention when at approximately 8:45 p.m. a woman telephoned my mother's home number, did not identify herself and began to ask questions about whether we were testing her equipment. I was concerned about whether this call was a scam and continued the conversation in an attempt to confirm who the caller was. Finally, the caller said she was calling regarding billing issues and needed updated account information. I refused to speak with her indicating that I would call the company myself. My first contact was less than satisfactory as the customer service representative kept asking me to wait for a manager. I hung up and called back on June 18 and spoke with [redacted]. I informed **. [redacted] that I needed to provide updated debit card information for billing but prior to that I wanted to advise that we were not satisfied with their services. Since February 2013, my mother used the service twice and in both instances there was an extraordinaly slow response time. In both instances, I arrived at my mother's home before emergency personnel. In fact, on the first instance, the EMT suggested if I were home, it was best to dial 911. During the second use, I found that Medical Alert was calling emergency contacts prior to contacting emergency services to assist my mother. I informed **. [redacted] that I was considering suspending service for these issues in addition to what I considered to be an unethical billing process related to the earlier call from one of their representatives who failed to identify herself. During this call, it was my understanding that because of the service issues, my mother's account would not be billed for the current three-month period and in August the fee would be reduced. I provided updated debit card information based on this understanding. **. [redacted] immediately processed the full three-month fee.Desired Settlement: Upon learning of **. [redacted]'s dishonest activity, I contacted him on June 24 and advised that I was cancelling their service immediately. He indicated that a return label would be sent to return the equipment. I expected an immediate credit to my mother's account which did not occur. As of this writing, I have not received a return label. Because the credit was not issued my mother's account was overdrafted for a check and charged $30. I expect to have an immediate refund of $119.85.

Business

Response:

Dear **. [redacted],

Review: My elderly father was convinced into purchasing a Medical Alert unit on 02-09-13, even though he did not know what it was when it arrived at his house. I tried to contact the company on 02-18-13 to see how to return the item and I was shifted from department to department. I had to talk with 6 different people before anybody would help me with the return of the unused device. I was finally able to return the device via FedEx on 02-23-13 and it was signed for on 02-26-13 by [redacted].

On 03-15-13 I tried to contact the company to verify that my fathers CC purchase was reversed and the account was closed, I got the answering service ([redacted])telling me I would get a call back within 1 business day, no body called me back.

On 03-18-13 I tried again to contact the company to verify that my fathers CC purchase was reversed and the account was closed, I got the answering service again ([redacted]) telling me I would get a call back within 1 business day, no body called me back.

I tried again today, 03-20-13, and left another message. Waiting to hear back from somebody.

My main complaint is that the company has very poor customer service and I do know that if anybody would ask me what I think of the company, the review would not be very promising.

I am very frustrated and disappointed with this company and the way they treat thier customers.Desired Settlement: I would like a letter sent to my father [redacted] and myself [redacted] @ [redacted]

stating that his account-[redacted] is closed and all transactions against any credit crads have been reversed.

Business

Response:

Dear [redacted],

when my Mom fell, medical alert never gave them the code on the lock box, so the paramedic could get into the house.
When I called medical alert to inform them of this, they told me they will look into this and get back to me, they never did.
Loretta

My mother-in-law received a package from this company 3 years ago. She never opened the package to find out what the contents were until now, and was shocked to find monitoring equipment inside. And even more shocked that the company had been deducting a monitoring fee from her checking account for over three years. She never signed up or activated this agreement from Connect-America.
I called Connect America twice to cancel the service and to request a full refund of the unauthorized payments. The customer rep I talked with today - James - , refused all of my requests with the comment "No one here is going to help you". When I asked to speak with a supervisor or to his legal group, the response was "I am the supervisor. No one here is going to help you".
I have shipped the equipment back,and will contact the company again to cancel the agreement when the equipment is received by them. The ethics of Connect-America company are deplorable. This is a terrible way to treat our aging citizens.

Great service and peace of mind for the price.

Review: I purchased an agreement from medical alert over a week ago for a monitor for my dad. It has been over a week , and the company still cannot find our information in their system to activate my dad's alert system. I have made over 10 phone calls, been put on hold, have been promised return phone calls, and still no action has happened. At this point, we think they are running a scam. We will not honor the agreement, and want to alert other potential customers about this company.Desired Settlement: We want to cancel the agreement, and want it taken off our credit card, and most importantly, do not want them doing business with anyone else.

Business

Response:

Dear [redacted],

I am pleased thus far with the service. Fortunately, I've only needed to test rather than use the service. I have already recommended the service to friends and family if they ever need it.

Review: In May 2013 my father was contacted by phone for some type of medical device and they sent it to him. In July I was assisting my father with bills and general clean up and noticed a package with this device in it. I asked him about and he was unclear on the use. I contacted company and asked about it and told them I was returning it. They said product was activated on their part but my father had never activated it nor did they have a signed contract with him. [redacted] instructed me to send units back( which I did their original packaging) and money would be refunded. I tracked and confirmed it on July 30, 2013, they received on August 5, 2013 and after 3 weeks still no refund. I contacted company again and actually had to speak to a Supervisor because they said yes they had received but were only going to send back a partial refund. I told them I would be reporting them to Consumer Affairs and the Revdex.com for taking advantage of Seniors (my father is 83 years) with these telephone solicitation calls and just because they send out a unit it is considered activated and they start charging for it. They debited my fathers account for $129.99 and when they finally did send refund check it was only for $96.00.Desired Settlement: The rest of his money refunded.

Business

Response:

Dear **. [redacted],

Review: I ordered this Medical Alert for my wife so that if I am not available she is able to call for help. My wife had different medical problems and as such I do all the shopping, and there are times when I am not at home. The initial unit received did not work with my phone system so I was told they would send a wireless unit, which they did and also sent a return label to return the original unit and I did.The problem arose when even though I returned the unit I was still charged for along with the new unit and that in turn caused an overdraft charge on my bank account. I called them but it doesn't seem that they want to rectify the problem because it has been a week and no action. I have cancelled their service as of today 8/19/13, spoke to [redacted].Desired Settlement: I would like a refund of: Cost of 1st unit $29.95 Overdraft fee $35.00 _______ $64.95

Business

Response:

Dear **. [redacted],

Review: You have a Colorado representative by the name of [redacted] phone number [redacted] who calls our home phone constantly trying to set up delivery of your system. If I wanted this system I would contact you. I have never requested anything from Medic Alert and I am sick and tired of this man's annoying calls. I have told him not to call us again but it doesn't seem to to any good. This is very annoying and I don't appreciate it at all. We do not need this and if this is any representation of your company, if we do ever need anything like this I certainly will not use this company because of this salesman. Please stop him from calling us.Desired Settlement: I would like to hear from the company and know that this sales person will never call here again.

Business

Response:

Dear **. [redacted],

Review: Online order for medical alert services. Gave representative my credit card number to charge for one quarter of services ($39.95 per month for a total of $119.85). Instead, I was charged $329.45 and have never received any equipment. I have attempted to contact the company several times but been unsuccessful. I have been on hold for up to 30 minutes and have sent several emails to the representative, [redacted], that signed me up for the service. I have also tried contacting my credit card company to no avail.Desired Settlement: Either credit back my account for $209.60 and send me the equipment or credit me back the entire $329.45 and I will get the service from a reputable company.

Business

Response:

Dear [redacted],

Review: My mother, [redacted] returned her medical allert equipment early October, 2012. On February 27, 2013 I spoke to Connect America representative and was told they would be issuing a credit on my credit card. The amount should have been for the prepaid years amount, 359.40. I received my card statement today and have yet to see the credit issued. It is nearly impossible to contact the billing department by phone. Was told by an individual in their "overflow" department they could have the billing department return the call in several days. He couild not give me anyone elas to talk to. I have worked as a salesman for several national companies and if we had treated our accounts in this fassion some one would have been fired.Desired Settlement: Prompt refund for "total" amount, not a token amount that I have seen others report.

Business

Response:

Dear [redacted],