Connect America

Dear [redacted] , Attached please find the letter I sent in response to the letters received from the [redacted] 'sWe did nothing fraudulent as you can see from the copy of the signed contract they emailed with their complaintI also sent them a copy of the contractThe contract reads that that "FUTURE AUTO DEDUCTIONS WILL BE FOR LIKE TERMS." The [redacted] 's claim they called to cancel, however, we received no calls from them until October when ** [redacted] stated he called to cancel and was not told to return the equipmentAll personnel, whether they are in Customer Service or any other department advise cancelling customers to return the equipmentThe payment taken on 9/1/was disputed by the [redacted] s and at this point we don't have that money There will be no refund for The Agreement was signed, it states the equipment needs to be returned or it is billed until it is returned I am sorry **& *** [redacted] are upset, but had we not had a signed Agreement, we would have refunded the moneyWe do have the signed agreement and **s [redacted] , I am sure, read it before she signed it and knew exactly what the terms were Sincerely, Barbara *V [redacted] Connect America/Medical Alert

Dear [redacted] ***, In response to the complaint filed by [redacted] 's daughter, please be advised that I have spoken with [redacted] The refund was processed on December 8, 2015, in the amount of $I also did a refund for the balance of $I had this check sent overnight to *** [redacted] There should never have been such a wait for the refund, and I apologized to [redacted] for this delayThe refund to the bank was done as I indicated on December 8, 2015, and I gave [redacted] the Trace #She said that the bank was able to locate the money with that number and it is now in her Mother's account If there is anything further I can do, or should there be any additional questions, please don't hesitate to contact my office Sincerely, Barbara *V [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear Ms [redacted] , In response to the complaint filed by Ms [redacted] , please let Ms [redacted] know that the $represents charges for the months of September and OctoberThe units were returned in November so November was credited off Once we receive payment for September and October, we will gladly close the account I am sorry Ms [redacted] has had a problem getting through to our Billing DepartmentHad Ms [redacted] held on, she would have been able to talk to a RepHowever, if she hangs up her place in the queue is lostI understand that holding isn't pleasant, but, unfortunately, sometimes it is necessaryIf she needs to contact anyone regarding this complaint, she can call me at ###-###-####, ExtI am not always on the phone, but if she leaves a message, I will get right back to her If you have any further questions, or need additional information, please don't hesitate to contact me Sincerely, Barbara JVon A [redacted] Customer Resolution Manager Medical Alert

From: [redacted] < [redacted] @ [redacted] .com>Date: Thu, Jan 11, at 9:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com Thanks for helping, but the company put my money back in my bank account yesterdayI told them I was going to turn them over to you, they now have credited my account thanks again [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 as long as they do issue me a check immediately and not have me wait another weeks to finalize this unfortunate situation I would like to note, that this situation should not have occurred If customer service handled this in a professional manner and treated me with some respect this reporting could have been avoidedI hope the company will learn from this and use it for training purpose to new customer service representatives.As I mentioned in previous correspondence, you have an excellent product and service to help others The company needs to tighten their management and make major changes within their customer service department Regards, [redacted] ***

Dear [redacted] In response to the complaint filed by Ms***, please be advised that the account has been canceled I am sorry for Ms***'s loss and I am sorry that she had to contact you in order for the account to be canceled The billing on the account dated back to 11/2016, so some of the money owed was prior to her Mother's passing.I have credited all money off the account and canceled it in full There should be no further issues regarding the attempt to collect fundsIf I can for of any further assistance, please don't hesitate to contact my office.Sincerely,Barbara JV [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

[redacted] In response to the complaint filed by [redacted] please be advised that the refund has been issued [redacted] noted that the refund would be $120.00, however, we gave her one month free for her annual payment The refund was actually $ We refunded to the credit card on file [redacted] *** will see it in three to five days Although the refund is done on our side, it has to go through a couple of processors prior to being credited to her account.I am so very sorry it took so long for this refund to be processed It should have been done within a month of receipt at the very latest If there is anything further I can do, please don't hesitate to contact my office.Sincerely,Barbara JV [redacted] ***

Dear [redacted] , In response to the rejection filed by [redacted] , please let her know that the information has been removed from the system. I don't think that I indicated in my answer that we wouldn't do that. I believe this was [redacted] 's only objection. If there is anything further I can do, or if there are any additional questions, please don't hesitate to contact me. Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager Medical Alert

Dear [redacted] , In response to the complaint filed by [redacted] ***, please be advised that I contacted [redacted] today regarding the complaintI let him know that I was sending a return label to his [redacted] addressI also told him upon receipt of the equipment I have requested a full refund 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 Resolution Manager Medical Alert

Dear [redacted] ***, In response to the complaint filed by [redacted] , please be advised that we did send [redacted] an in home Medical AlarmHowever, she did not have a telephone line, so that was not the correct unit for herOn August 2014, [redacted] called in because she couldn’t get the unit to testThat was because she didn’t have a phone lineOn August 5, 2014, our Customer Relations Department contacted [redacted] to set up an equipment swapThat swap would consist of a Mobile Alert system being sent to her in exchange for the Home System and the Alert which was initially sent On September 2, 2015, [redacted] called in to find out why she had not received her Mobile Alert SystemThis system was shipped overnight to her on September 26, I have no idea why there was such a delayFor that problem I am truly sorry The unit arrived at her home on September 27, On October 9, we called her to set up the systemThere was no answer and we were unable to leave a messageOn October 10, we called to help her set up the system with the same result as the October callOn October 14, 2014, we again called her to set up the system and she stated that she sent the unit backI wonder how [redacted] can say she wasn’t called back when she does not have an answering machine or it wasn’t turned on so we could leave her a message Had [redacted] called when she received the original unit on June 24, 2014, we would have known right away that she received the wrong equipmentWhen she tried to hook it up and realized it was not testing on August 4, 2015, she called usThe time span she mentioned in her complaint was partially her fault She has been refunded $I will refund her the $which represents the money she paid for the home unit less the shipping chargeWe will keep one payment of $39.95, since our initial agreement is a three month minimum which would have been applied to the swap since the home unit was returned If there is anything further I can do, or if there are any further questions, please don’t hesitate to contact my office Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager

I want to stop the service of a $ that I carry around in my pocket bookI want to keep the home serviceThank youIf you wish to call me my number is [redacted]

Dear ** [redacted] , In response to the complaint filed by ** [redacted] , please find the attached Central Station History for [redacted] ’s accountThe unit was operating fineI have no idea how [redacted] decided that the unit wasn’t workingHe has not tested it since the unit was initially set up As the report indicates the unit was working fine and was not unplugged until sometime after July According to the notes in the system, [redacted] called in on 6/19/and said “the system doesn’t work and he refuses to use it”At that time he was given return instructionsThen on 7/15/a call was received that his health is better, and again return instructions were given The bottom line, is that the unit was working; [redacted] decided it didn’t work, although he never tested itIt was working, plugged in and being monitored from the time it was activated until sometime after July 13, The outstanding balance on the account is $for June, July and AugustThe unit is billed until the equipment is received in our officeAt this point, the balance owed is June and JulyHowever,I am willing to credit off the balance due if the unit is received timelyIf either of the [redacted] ’s will provide me with a tracking number, when we receive the unit, I will credit the accountHowever,if we do not receive the unit until the end of August, the full $will be dueFrom the information that was provided by [redacted] , the unit is on its way back to our office As far as the calls are concerned, they are coming from our dialer which calls all delinquent customersIt doesn’t actually hang up, had ** [redacted] held on for a couple of minutes, he would have spoken to an Agent in the Collections DepartmentThose calls will end once the account is canceled If you have any further questions, or if I can be of additional assistance, please don't hesitate to contact my office Sincerely, [redacted] Customer Resolution Manager Connect America/Medical Alert

Dear [redacted] ***, In response to the rejection regarding the return of the Medical Alarm, after [redacted] supplied the tracking number, we were able to locate the equipmentI contacted [redacted] and advised that I did locate the unit and the refund was being issued today less the shipping which is not refundable If there is anything further I can do, or should you have any questions, please contact my office Sincerely, Barbara JV [redacted] A [redacted] Connect America/Medical Alert

Dear [redacted] ***,In response to the rejection from [redacted] , please be advised that the refund will be $x months for a total of $ This money will be refunded back to her credit card today She should see the credit in approximately - days.If there is anything further I can do, please don't hesitate to contact my office.Sincerely,Barbara [redacted] V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted] ***, In response to the complaint filed by [redacted] , please be advised that I processed the refund and had two checks cut on October 14, 2015, for $and $I requested that the checks be sent [redacted] Overnight [redacted] should have his refund reimbursement as of the writing Please apologize to [redacted] for the delayIt upsets me to receive a Revdex.com Complaint for anything, but it really upsets me to receive one because the refund was not issued 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 Manager Connect America/Medical Alert

Dear [redacted] ***, In response to the complaint filed by [redacted] , please be advised that I processed two refund back to the credit card on fileOne was $and the other was $30.00, Shipping is not refundable The advertising we do shows only one of our pieces of equipment, not all of themThe accessories vary based on the type of unit chosenThere is no day money back guaranteeThe unit was not purchased, the service wasIt was explained that there is a days commitment in order for us to ship out the equipmentHowever, that being said, I feel that since the unit was shipped to California and had to be returned to us in Pennsylvania, the major portion of the day refund period was used in shippingThat is why I issued the refund 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 Manger Connect America/Medical Alert

I researched and decided on the medical alert device distributed by this company After a couple of months, it was clear this device was not helping my Dad as he never charged the device (it requires charging once a day) and he never wore itThe device costs around $per monthWe decided to return the device and this is when you will run into questionable treatment by the customer service representatives and the company as a wholeJulian D [redacted] is in charge of customers trying to return their deviceI felt I had to pry any kind of information out of him as to how to stop the monthly payments and where to how/where to return the deviceHe mumbled the addressI asked him to spell it out for me which he didI wrote the address downApparently, there is no return number, no return label, the customer is in charge of obtaining the tracking number and only when they receive this small device into their warehouse (which I am responsible for knowing when this happens) will they stop the monthly paymentsSo, I am supposed to track this device and call them when it gets to their warehouse so that they can locate it and stop the paymentsWhen I had questions and issues about this very vague process I was hardly given a response and reprimanded for questioning this "process" This is not the company you want for your loved onesBe warned

From: < [redacted] >Date: Thu, Oct 15, at 1:PMSubject: [redacted] Connect America Complaint ResolvedTo: [email protected] is to report that Connect America sent my refund check, dated 10-14-for $119.85, via overnight [redacted] **Thank you! I am very pleased by the quick response which was initiated by my Revdex.com complaint[redacted] ***

My mother had connect america for now 1/yearsThere was a death and it is no longer needed I read soooo many negative reviews and I am concerned about cancelling I tried to call this company and never could reach anyone just like all others I then called for a sales rep and of course they immediately answered but she claims could not help meI then got a return address from a recording from connect america on one of their lines if you had a deathI took a picture of all equipment being returned and another with it in the packed boxI sent a letter for immediate cancellation and the pictures with the letter but wanted to talk to a person in addition to mailing it off but after an hour hung up From other complaints, I made sure to have a tracking number and someone will have to sign for it which will be confirmed by fedexI also packed it extremely well to be sure it is not damaged Ater reading all these, I feel like I will have problems getting the refundIf so, I will be contacting the Revdex.com for helpIt is sad you can sign up right now but cancelling you reach NO ONE!!! I hope I am wrong

---------- Forwarded message ----------From: < [redacted] >Date: Thu, Jul 6, 2017 at 7:19 PMSubject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: RevDex.com... < [redacted] >Case has been resolved. No further action needed. Thank You. [redacted]