Connect America

O K but a little slow

Dear [redacted] ***, In response to the rejection filed by [redacted] , please be advised that the number we called her on was the same number that is on the complaintI called and left her three messages, myselfNone of those calls were returned eitherTherefore, I don't believe that [redacted] did not receive the messages that were left for herIt is possible, I am sure, that her answering machine was not working properly, but all calls were made to the right telephone numberThe refund [redacted] is referring to was refunded back to her Bank Account on 11/9/for $ As far as the Gift Card is concernedI contacted the Agents Supervisor and she tells me that the card will go out todayI have no idea why this was delayed, and I am sorry for that, but I have been assured that it is being taken care of Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear Ms***,This account has been correctedI spoke to the Customer's Daughter and assured her that the account has been canceled and creditedI apologized for this issue and explained why the Billing Address had not been changedThat issue was due to the training of some or our PersonnelI have notified the appropriate individuals to make sure this does not happen again to another customerI am really sorry this happened and promise that this is taken care of 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] *** A***Customer ResolutionsConnect America/Medical Alert

Dear [redacted] ***, In response to the complaint filed by [redacted] , please be advised that I have checked into this accountThe unit was billed for an annual for February 1, through January 31, The unit was returned on April 13, The charges being billed are for February, March and a portion of AprilI don't feel that the April prorated charge should have been issuedThe date of return was early enough that I don't feel April is dueHowever, the charges for February and March are valid charges and are due to Medical AlertThat would make the total due $59.90, not $ If there is a valid reason why [redacted] feels that he doesn't owe for February and March, he is welcome to contact me at ###-###-####, Ext*** I cannot send a letter stating that all issues have been resolved when money is still owed on the account If I can be of any further assistance, or if there are additional questions, please don't hesitate to contact my office Sincerely, Barbara *V [redacted] Customer Resolutions Manager Connect America/Medical Alert

At first I was a bit skeptical but I work a lot and it gives me peace of mind to know if there's ever an emergency she will get help right away and they will contact me right away and it's affordable I would highly recommend it for people that don't want to leave their loved ones home alone

[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] Sorry for the delay in respondingI was in two different hospitals last week I am rejecting this response because: Connect America has misrepresented several key factsJune 11, I emphasized in my original order that I needed a CELL PHONE unit, as I did not have land line service I was told I would be sent a VOIP unitThere was a delay between receiving the incorrect unit and trying to get it activated I was confined to bed and I told my caretaker I would have a family member deal with it August 4, Customer Service did NOT contact me, I called Ruth P [redacted] to as why I had not received a replacement unit She said she would check and get back with me but didn't August 21, I called Customer Service and asked "Debbie" about my replacement unit She said she would check September 2, I called Customer Service and spoke to Ruth P [redacted] again My credit card was charged $for monthly service/ September 30, My credit card was charged a second time for service that was never established October 3, Customer Service called me because I had not returned a signed contract ConnectAmercia did not mention this contact ConnectAmerica did not call me on October or October I wear my cell phone around my neck and of course my voicemail worksI realize Ms V [redacted] is trying to impress you with her quick reply, but why didn't she respond to my letters in October and February 2015? I consider filing a complaint with Revdex.com as the last resort I know ConnectAmerica will never refund the full amount so I will take what they offer If you decide t remove this complaint from your website, I will file a report with [redacted] *** Regards, [redacted]

Dear [redacted] , I have read the rebuttal from [redacted] I totally understand her side of thisHowever, the unit was delivered in DecemberWe are not charging them the three month minimum and the account is canceled with a zero balanceI don't know that there is anything further we can do I hope this will close this case and satisfy the [redacted] 's If there are any further questions, 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] , I have researched this issue and here is what happened. On 2/2/13 [redacted] called in and ordered her Medical Alarm. She used this alarm from 3/12/13 to 5/24/14. This unit was at a cost of $29.95 per month until... returned. She signed our agreement for this machine. The Agreement states the unit needs to be returned. When we called about this unit we were told it was returned and hung up on. They were billed for the quarterly payment since they still have the machine. Our last billing was November 1 for November, December and January. That invoice remains open. If we receive the unit prior to January 15, then they will only owe $59.90. On 4/26/14 she called in and ordered the Cellular Alarm. She never mentioned the fact that she already had a Medical Alarm from us and was an existing customer. We would have no idea that we were creating a second account since our system is unable to flag such a thing. We sent her the Cellular Alarm and it was used from 6/7/14 until 8/31/14. This unit was returned on 9/17/14. This unit was billed a quarterly bill for $104.85 for August, September and October. The balance due on this account is $35.33. Since both units were used and the first unit was not returned, the bills stand. I can only think that [redacted] thought she was calling a different company for the second unit and that is why she didn't mention she already had our unit. Had she done so, there wouldn't be two accounts as we would have put the second unit on her initial account and sent her a return label for the first unit. 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 Manager Connect America/ [redacted] ***

[redacted] , In response to the rejection filed by ** [redacted] , we have the account canceledThe reason I asked for the tracking number is so that I could get it canceled prior to Cancellations processing the returnThat Department is behind so anytime I can assist a customer to speed up the process, I request a tracking number I have printed out the tracking that ** [redacted] supplied and attached it to his fileAs I stated before, I credited off the balance due and the account is closed with a zero balance I apologize for this situation, but do my best to get such situations straightened out If there is anything further I can do, or if there are any additional questions, please don't hesitate to contact me Sincerely, [redacted] Customer Resolution Manager Medical Alert

Dear [redacted] , In response to this complaint, I checked the account. The customer was advised what had to be done in order to cancel the account on May 28, 2014. That was to return our equipment. The equipment is the property of Medical Alert and in order, for liability purposes, to cancel... the account we need to have our equipment returned. Billing continues until the unit is returned to us. I will send a return label to [redacted] if that will make it easier, but we are unable to stop billing and cancel the account until the equipment is in our office. If I can be of any further assistance, or if there are additional questions, please do not hesitate to contact my office. Sincerely, [redacted] Customer Resolution Manager Medical Alert

Dear [redacted] ***, In response to the complaint filed by [redacted] , please extend my sincere apologies to herIf we cause an overdraft fee, we do refund it via a checkHowever, we would need a copy of the bank statement showing that we caused this fee to be issuedIf [redacted] would send me or email me this statement, I will process the request for a $check to be sent to her right away I, also, saw a refund sitting on her accountI processed that back to her checking account todayShe should see that as a credit in a couple of days Again, please extend my apologies to [redacted] 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 a refund has been processed back to her accountAs far as [redacted] and Connect America not having anything to do with each otherThat is entirely falseThe issue here was that [redacted] couldn't provide the equipment that worked with [redacted] 's telephone serviceThey requested Connect America to take the account since our equipment would work with her phone service [redacted] should have had this all cleared with [redacted] We receive accounts from [redacted] all of the time, and have never had this issue beforeI am not sure where the breakdown happened, but I believe that the Sales Rep for [redacted] didn't follow through with [redacted] and update her as to what was being done In any case, the account is canceled and the refund has been issued If there is anything further we can do, or if there are 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] for [redacted] , please be advised that the payments wouldn't go through on the card number she providedShe owed for November, December and January That is why collections was calling her We emailed the information several times to [redacted] @ [redacted] .net, notifying them that the account was past dueWe attempted to put it through on Auto Pay, but when it didn't go through, we changed he account to invoiceThe payment for the open invoices was not received until January I am not sure what we were supposed to do when we took every avenue to get this resolved.The unit has not been received The customer claimed that they returned the unit on 2/at a cost of $30, yet Jesse Gutierrez called and requested a return label (which was sent) on the same day We do not reimburse shipping To date this return label has not been used.I am sorry for these issues, but had the payments been made timely, there would never have been an issue Collection letters were sent for each invoice that was not paid on an accumulating basisWe will be happy to cancel the account as soon as the equipment is returned Since the equipment is billed until it is returned, per our signed agreement, if we don't receive the equipment in a few days, the February invoice will be due.Sincerely,Barbara *V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

From: Pat< [redacted] @ [redacted] .net>Date: Mon, Jan 23, at 3: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 Hi,This complaint was resolved satisfactorily once the company received this complaintPlease mark your records accordingly.Thank you, Patricia M [redacted] Sent from my ***

Dear [redacted] ***,In response to the complaint filed by [redacted] , please express my sincerest apologies to him for the way he was treated. I have forwarded the call recording where the Agent stated it was not "rocket science" to her Manager and to the COO of our company. I was appalled... that anyone would speak to a customer in that manor. In reference to the Protection Plan, I have refunded that $15.00. The $15.00 is being refunded to [redacted] via a check which was cut and will go out either tomorrow or early next week. I have credited the December invoice for $40.99 and refunded the November Invoice. Since you were told by the David to discard that invoice, I don't feel that you should be responsible for it.Again, please accept my apologies for the way you were treated. If you have any questions, or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara [redacted] V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

I was contacted by phone and email today, by Barbara at Connect America. The issue has been resolved in a better way than I expected. It doesn't matter to me if I get a refund, but I do have the written communication I wanted. Thank you for your help. [redacted]

Dear [redacted] ***, In response to the complaint filed by [redacted] , the duplicate payment was refunded back to her account on December 17, I am sorry this happened, I truly believe it was a problem in the system As far as us having Caller Id is concerned, we do; however, the calls go directly to the Agent and they are unable not to answer themI don't know why the phone kept ringingThe incoming calls go into a queue and a recording states an Agent will be with them shortly In reference to not being able to speak to a Manager, there is no excuse for thatSupervisors are on duty for all shifts and [redacted] 's call should have been put through to the Supervisor when she asked Please apologize to [redacted] for me on behalf of Connect America/Medical AlertIf there is anything further I can do, or if there are additional 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] on behalf of [redacted] **, please be advised that there was an invoice on the account that wasn't creditedThis invoice should have never been createdWe do have the account as canceled and it now shows a zero balance Please extend my apologies to [redacted] **This should not have happenedI emailed our Collections Department and asked that they remove [redacted] **'s account from the Collections List and Dialer [redacted] can consider this answer as the statement of cancellation [redacted] can contact me at ###-###-####, Ext [redacted] if I can be of any further assistance Sincerely, Barbara *V [redacted] Customer Resolutions Manger Connect America/Medical Alert

Dear [redacted] , In response to the complaint filed by [redacted] , I called today and left her a message to return my callI have requested that the refund check be sent over night to herI am also agreeable to pay any overdraft fees charged by her bankHowever, I will need a copy of the bank statement showing these overdraft fees Please express my apologies to [redacted] This shouldn't have happened and she certainly should have been told we would reimburse any overdraft fees caused by usI will listen to the recording and forward to the Billing Manager If there is anything further I can do, or if there are any additional questions, please don't hesitate to contact my office Sincerely, [redacted] Medical Alert

Dear [redacted] , In response to the complaint filed by [redacted] , please be advised, we received two payments from [redacted] , and one of those payments was returned by her bank for insufficient funds [redacted] , has had the Medical Alarm since June 3, She called on August to cancel because she was getting a free systemShe was provided with return instructions at that time We did not receive the Medical Alarm back in our office until October 13, Per agreement, the account is billed until the equipment is returned, as we own the equipmentAs the balance on her account is currently $159.80, there is no refund due [redacted] for $Her initial and only payment was $49.45, of which $was for shipping Even though the system wasn’t activated, the equipment is rentedWe are not much different than the cable companyIf you have cable and never turn on your television, you are still billed until all of their equipment is received We fulfilled our obligations to [redacted] and her account is being canceledIf I can be of any further assistance or should you have any additional questions, please do not hesitate to contact my office Sincerely, Barbara [redacted] V [redacted] Customer Resolution Manager Medical Alert