Connect America

Medical Alert provided good service with helpful representatives There were there if you needed them, but not pushing other services The most accommodating I contacted in my search for a device

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, as long as the check I have received from ConnectAmerica is not returned due to insufficient fundsI realize the chances their check will bounce are not high, but given the circumstances that led to this complaint, I no longer have any trust for this business whatsoever.I do thank you very much for your prompt action to resolve this matter, and am delighted with your effectiveness! I do not believe the matter would have been resolved without your interventionI do hope you have some way of investigating this company's behavior, because if my experience is at all typical, they do not deserve the Revdex.com Accredited status that they now enjoy, and which is one of the reasons I contracted with them in the first placeI can only wonder how many other people that they owed money to were strung along like I was until they simply gave upIn retrospect, I know I was very foolish to put up with a refund process that I was told would take days, even after I was assured that I would get a refundIn subsequent phone calls, I learned that there is a review process for those refunds, and as I think about it, I wonder how it can be legitimate to promise a refund, and then have a lengthy review process after thatAre some people promised refunds only to have them refused when they are reviewed? Or is this whole way of doing things actually designed to keep from issuing refunds at all, except to those who are persistent? What does "Revdex.com Accredited" actually mean? Regards, [redacted]

Dear [redacted] ***,In response to the complaint fled by [redacted] , I am totally confused [redacted] has had the Medical Alarm since May, and she is the person that ordered it The equipment was plugged in and operating She mentioned that when the pendant was dropped, it didn't go off The pendant is not a fall detection button, and therefore, would not go off The only way the pendant can go off is when the button on the pendant is depressed.On April 27, she spoke with Julio A [redacted] in our Customer Relations Department At that time, she was given return instructions We do have the equipment which was received on May 18, At no time did we call [redacted] for money as she was billed on May 1, 2016, and was auto debited the same day I am wondering if [redacted] has an issue with another Medical Alarm Company She is entitled to a refund, which I will process today.If there is anything further I can do, or should you have any questions, please don't hesitate to contact my office.Sincerely,Barbara [redacted] V [redacted] ***Customer Resolutions ManagerMedical Alert

Dear [redacted] ***, In response to the complaint filed by Ms Wavra, please be advised that the refund was issued back to [redacted] ***'s credit card on July I apologize for the delay, however, this refund has been doneI am attaching a copy of the Transaction so that if [redacted] doesn't see this refund on her account, she can contact the credit card company to have this matter resolved If there are any further questions, or if I can be of additional assistance, please don't hesitate to contact my office Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager Connect America/Medical Alert

Everything has been great I do not want to give out any more information

Dear [redacted] ***, In response to the complaint filed by [redacted] 's daughter, ***, please be advised my Associate called [redacted] yesterdayShe advised her that the refund was being processed and would be sent overnight tonightHowever, it was sent out yesterday via [redacted] Overnight She should have the check today [redacted] was not satisfied with the amount because she felt that the two months free should be in the beginning of the period, not the endSusan explained that from a business perspective that would be bad businessThis did not make her happyHowever, we will not refund for money not paidThe refund was supposed to be $139.80, however, whoever did the refund case put it through for $so that is what was refunded If there is anything further I can do, or should you have any questions, please don't hesitate to contact my office Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear [redacted] ***,In response to the complaint filed by [redacted] , I would like to apologize to [redacted] for the way she was treated by Tiara and Latonya I am having those calls pulled and sent to the Director of the Care Department This system has been monitored and we received a periodic test on October The system sends in a monthly test and one isn't scheduled again until November 17, The system has not been out of service Therefore, [redacted] has been protected for the entire time I understand that [redacted] said she called in with a change of address in March, however, according to the Central Station, there was an alarm and when they contacted [redacted] as a back-up, she gave them the new address In Central Station, any zip code can be put in, but the system automatically corrects the Zip Code Therefore, there was never any danger to [redacted] The Billing System does not correct the Zip Code The Zip Code in the Billing System was a typo by the person who updated the account Unfortunately, people make errors This error was in no way meant to "Rip Off" [redacted] The Agreement that [redacted] signed shows that the billing is quarterly We were billing a credit card under her Ex-husband's name We weren't aware of the divorce until we contacted the cardholder and he stated that we are not to charge his card for any of the billings on this account.We refunded half of the annual payment that was made per [redacted] 's request There will be no further refunds as the equipment is in use per the Periodic Test in October We do need to have the equipment returned to our office The address is Medical Alert, [redacted] Broomall, PA *** It should be sent via a carrier that will provide a tracking number Once the tracking number is obtained, [redacted] can call my office at ###-###-####, Ext [redacted] and leave me a voice mail with the tracking number, or she can leave her number and I will call her back.As I stated previously, I am sorry this issue occurred I am sorry the Agents that spoke to her were rude and not accommodatingWe do care about our customers and would never do anything to "Rip them Off" If there are any 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

Dear [redacted] ***,In response to the complaint filed by [redacted] , please be advised that I have checked into this and find nothing that would dispute what she has said Please apologize to [redacted] for me I left her a message to make sure that the credit card we had on the account is still good I agree, she should receive the shipping back and I have it ready to be refunded, I just didn't want to put it on the card if it is closed It would only cause her more problems trying to obtain a check from the Credit Card Company on a closed card Once I hear from her, I will process the refund.If there are any additional questions, or if I can be of further assistance, please don't hesitate to contact my office.Sincerely,Barbara *V [redacted] ***Customer Resolutions ManagerMedical Alert

Dear [redacted] ***, In response to the complaint filed by the above customer, please be advised that [redacted] 's son ordered the Medical Alarm for him Authorization to charge the account was given by [redacted] 's son Until the equipment is returned to us, there will be no refundCharges for monthly rental will continue to be billed until [redacted] returns the unit We do not pick up our equipment I suggest that [redacted] return the equipment at his earliest convenience The shipping charge [redacted] is referring to was never charged The equipment needs to be sent to: Medical Alert, [redacted] ***, Broomall, PA *** [redacted] should make sure he returns the equipment via a carrier that will provide a tracking number UPS, Federal Express and the Post Office will all provide a tracking number The package should be insured for $350, which is the value of the equipmentIf I can be of further assistance, or if there are any additional questions, please do not hesitate to contact my officeSincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager 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 also received an email from the company & responded as follows:I just wanted to thank you for you quick response from my email I looked at my account this morning & the credit is posting today!!! WOW thank you......this is what customer service should be I am sending a response to the BBA as well I hope my experience will serve as a learning tool for the reps in your company.Once again, thank you!Sent from my [redacted] Regards, [redacted]

Dear [redacted] ***,In response to the complaint filed for [redacted] , please be advised that a tracking number was provided on a couple of different occasions However, although the entries with the tracking number are exactly the same, the number will not track We do not have the equipment With this particular unit, once it is returned, it is reissued a new Central Station ID That new ID is also attached to the new customer, with the old customer retaining a history in the Mobile Help System This particular account is still under [redacted] This account is now with our third party collection agency, but if we can clear this up, I will have it pulled from them.We do not want to upset [redacted] and would truly like to resolve this issue However, the equipment is expensive and I am not sure it can be written off at this time From the notes in the system, a case was filed with USPS regarding this issue The notes don't indicate who filed the case If whoever filed this case, can check with the Post Office to see what the outcome is, maybe we can figure this out from that point? I can be reached at ###-###-####, Ext***.If there are any further 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

The one time I used the service was great The squad arrived and my son was notified as promised I have no complaints

[redacted] ***, In response to the complaint filed by [redacted] , please be advised that the refund had not been processedWhoever [redacted] spoke with didn't put in a refund to be processed After reviewing the account, I processed a refund for $back to [redacted] 's credit cardHe should see that refund in a few days Please extend my apologies to [redacted] This should have never happenedIf he can remember who he spoke with, I will pull the call and forward to one of the SupervisorsThis employee needs to be reprimanded for this situation If there are any further questions, or if I can be of additional assistance, please do not hesitate to contact my office Sincerely, Barbara JV [redacted] A [redacted] Customer Resolutions Manager Connect 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: we never canceled or suspended any the service and we got different equipment that time which we were billed for shipping and was free I see that we got a gift card today 5-23-which we were promise by Mrs r [redacted] to be and still being billed for march as y stated in your reply we were credit by mark d [redacted] and since y say we did suspend service I would like to an itemized statement and I will send u everyone I talked to the time on everything I have wrote down and If you want to be untruthfull I can get the bake statements that we were double billed and tripled bill in the beginning which I already called on 5-21-customer relations at 2:p.m and gave marie ( dont know how exactly they spell it but I know in the computer you have the name sorry if I dint spell the name right but I gave her the tracking number and he reply is that we cant stop billing you until its in the computer but it has been received in the warehouse but computers or not updated and card is still active y cant canel until to days when they update the info and I said no one better use the credit card again which I am stopping payments from coming through the bank today hopefully it hasnt been billed again because in days we will be billed again so no I will not accept this we never signed a limit to be in your service so I believe if we dont like how y steal, lie we can cancel and no one will ever tell me I cant cancel a service only when they die or in a nursing home and as I look you have over 1oo something in complaints so maybe you need to show me proof and show me where our service was suspended and an itemized state your word mean nothing I want to show me proof of how much we owe and we will show y proof what we paid and how y took out too much show me proof not just your word and yes I want this publicised so everyone can stay away from the thieves, liers they are Regards, [redacted] ***

[redacted] [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Dear [redacted] I spoke to [redacted] today regarding her complaint She should have been refunded immediately when she returned the unit we had offered her as an upgraded system from the one she presently hadShe didn't like it and returned it I apologized for the refund issue and advised that the refund was issued yesterday.With all the aggravation that [redacted] has had regarding this situation, I credited her May and June invoice to try to make up for the problems she has had I hope that this will resolve the complaint [redacted] is a valued customer and we appreciate her business 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 [redacted] V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

[redacted] In response to the rejection filed by [redacted] ***, please be advised that I received this complaint the other dayI called and left [redacted] *** a message to check with her credit card company since that is where the refund was issued to I am attaching the transaction results showing that the refund was processed as promised.If 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] ***

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 for my mother's situation However, if Seniors who do not have an advocate such as myself handling these types of affairs for them, I fear that Connect America will frustratemost to the point to where they simply wroite it off as a loss with the possibility of Connect America continuing unauthorized withdrawals from Senior's accounts and that is unfortunate.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 me Please note that they were trying to charge me an additional $so I am assuming they were canceling that tooI am so grateful for you help with this Thank you again Regards, [redacted] ***

[redacted] In response to the complaint filed by [redacted] , please be advised that a refund of $was issued on 1/5/ [redacted] should be able to see the credit to her account ending in *** This account does not warrant a full refund The unit was received in our office on 11/3/ It was plugged in with a last signal received on 10/26/ The unit is billed until it is returned The refund issued reflects the payment less the months of August through October [redacted] spoke with a new Agent who gave her the wrong refund amount I am sorry that happened, however, the refund issued is all that will be refunded The signed agreements clearly states that the equipment is billed until it is returned.If 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 ManagerConnect America/Medical Alert