American Medical Alert Corp.

The ori***l complaint for CID: [redacted] was emailed to an employee in April of that has not been with our company for the last two years A copy of the complaint was re-sent to us on and has been resolved On August **, the [redacted] spoke with [redacted] in regards to the Revdex.com complaint she submitted Her issue was that she had signed up for ACH Direct Debit payments and during her time using the alert device, there had been inconsistent withdrawing of her funds When she had the unit removed in October, a final bill was sent to her showing a balance that she still owed to AMAC It was her assertion that we had been negligent in withdrawing funds from her account What prompted her call was a follow up invoice she received asking for the remaining balance of $ Her main request was that she not be called or billed again and as confirmation we have not called since April of She expressed that she is satisfied and doesn’t wish to pursue this matter any further We have issued a credit memo zeroing out the remaining balance of $ Please let me know if you need additional information Thank you [redacted] [redacted] [redacted]

On October **, 2014, *** ***’s family purchased an activation kit for a Personal Emergency Response SystemWhen the activation kit is received there are instructions to call the order numberIn this situation *** ***’s daughter called our ordering numberDuring the ordering process clients, such as with the caller from *** ***’s family, are informed “Should you decide not to connect the unit, you have business days to cancel and return the systemIf you do not return the equipment a lost equipment fee will apply.” In this case although the family ordered the unit, the ship to address was specifically *** ***’s residence. In our attempts to help the client activate the unit additional calls were madeOn 11/**/14, a call was placed to *** *** and a message was leftA second call was placed on 12/**/where the representative spoke directly with *** *** who advised her daughter would be installing the unit for herWhile we communicate a charge for lost equipment may occur after days, we take additional steps, as described above before charging for the unrecovered equipment which was processed on 12/**/14Subsequently, we have attempted to reach *** ***’s daughter to remedy the situation and left several messagesWe were able to reach *** *** directly and explained that once the unit is returned the charges would be immediately reversed. We will continue to follow up with *** *** and her daughter to ensure the situation is resolvedPlease feel free to contact us at ###-###-#### should additional information be needed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***
/>

Hi [redacted],
 
We received a complaint from the Revdex.com from consumer [redacted].  During our initial review we were unable to locate a client in our system that matched the information provided.  We contacted [redacted] for additional information however the...

information he provided for his mother, [redacted] (###-###-####) still did not yield any results.
 
Will you please provide us with documentation to show [redacted] is indeed a client of [redacted]?  If the complaint was filed with our Company in error how do we go about having it stricken from our record.
 
Thank you for your time and attention to this matter.
 
[redacted]
[redacted]
[redacted]
 
[redacted]
[redacted]
[redacted]
[redacted]

At this time, I have been contacted...

directly by Tunstall Americas regarding complaint ID [redacted], however my complaint has NOT been resolved because:
[Your Answer Here]
 I am waiting on redeposit of my money that was illegally taken from my account.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As a result of inadvertent error made in our billing department, the account ID [redacted] continued to be billed for services after their account was closed. We have since reached out to the...

complainant and explained the situation which we believe has been rectified to his satisfaction, including the stopping of monthly billing. We want to extend out apologies for the inconvenience and stress caused by the lack of communication on our part.

The ori[redacted]l complaint for CID: [redacted] was emailed to an employee in April of 2014 that has not been with our company for the last two years.
 
A copy of the complaint was re-sent to us on 8/**/14 and has been resolved.
 
On August **, 2014 the...

[redacted] spoke with [redacted] in regards to the Revdex.com complaint she submitted.  Her issue was that she had signed up for ACH Direct Debit payments and during her time using the alert device, there had been inconsistent withdrawing of her funds.  When she had the unit removed in October, a final bill was sent to her showing a balance that she still owed to AMAC.  It was her assertion that we had been negligent in withdrawing funds from her account.
 
What prompted her call was a follow up invoice she received asking for the remaining balance of $39.90.  Her main request was that she not be called or billed again and as confirmation we have not called since April of 2014.  She expressed that she is satisfied and doesn’t wish to pursue this matter any further.  We have issued a credit memo zeroing out the remaining balance of $39.90.
 
Please let me know if you need additional information.
 
Thank you
[redacted]
 
[redacted]
 
[redacted]

Hi [redacted],
 
The complaint received from the Revdex.com for [redacted] on behalf of [redacted] [redacted] has been made pending removal effectively stopping billing.  We stopped billing retroactively as of 8/*/14 and have sent a postage paid box to recover the equipment...

which is the property of [redacted].
 
We have made numerous attempts to contact [redacted] leaving several messages however, we have received no response.
 
Upon review of the account we found that [redacted] has not made a payment since January of 2013.   In addition we had our QA department run a query of the numbers tied to the account and provided by [redacted] and found no records of any of these numbers calling our Company.
 
The results of the lookup are as follows:
 
[redacted] is a Wisconsin area code covering most of the northern part of the state. My lookup of the current owners is below. As far as all my searches in any numbers we have or had I don’t see these numbers.
 
 
[redacted]-[redacted]     Carrier: [redacted]                             [redacted]
[redacted]-[redacted]     Carrier: [redacted]                            [redacted]
[redacted]-[redacted]     Carrier: [redacted]     [redacted]
 
In summary, the billing on the account has currently stopped and made effective 8/*/2014.  A postage paid box has been sent to retrieve the equipment and a bill for the balance prior to 8/*/2014 will be sent to [redacted]  
 
[redacted] can contact me to discuss arrangements and provide additional details as to when she attempted to contact the Company and to what number she was calling and leaving messages.
 
Thank you for your time.
 
[redacted]
 
[redacted]
[redacted]
[redacted]
 
e: [redacted]
t: ###-###-####
f: ###-###-####
w: [redacted]

Review: This information is in reference to Account #[redacted], who is deceased as of July **, 2015 had a monitoring system from this company. On June **, 2015, I called the company and spoke with Sabrina requesting the account be cancelled - and at that time she was to send a box with the return address to return the unit. No box was received. I called again on July **, 2015 and spoke with Angelia, requesting the box again. On July **, 2015 I called the company again and spoke with Gwen to resolve the balance that we owed. Gwen tells me that no box had been ordered. Gwen was most helpful at the time, she told me she cancelled the account, ordered the box and also gave me the balance that we owed at which time I paid via my [redacted] card in the amount of $116.70 of which she sent me a copy of. I did receive the box within a two weeks and the unit was returned to the company. We have continued to receive invoices from the company (apparently the account is not closed). I have telephoned the account department at ###-###-#### numerous times trying to talk with someone to resolve this issue. All I get is a recording which ask me to leave my name and number and they will return my call. NO ONE EVER CALLS. On Oct **, 2015 I wrote a letter to the company with all the details that I have written above, I never heard a work from the company and yet again we still get invoices. On Dec *, 2015, I called and left my name and phone number again hoping to resolve this bill. NO RETURN CALL. On Dec *, 2015 I called the customer service number ###-###-#### hoping to get some help, I was told they could not help me and said I would need the billing department, after several calls of mine were transferred from Customer Service to the billing department, only to get a recording, I called and ask for the supervisor of the billing department. I left a message on Tony Piras the billing supervisors phone **##-###-####, asking for a return phone call. As of today Dec **, 2015 we have had no communication with this company. [redacted] is deceased, and we are requesting this account be terminated with a zero balance.Desired Settlement: we are requesting this account be terminated with a zero balance.

Business

Response:

As a result of inadvertent error made in our billing department, the account ID [redacted] continued to be billed for services after their account was closed. We have since reached out to the complainant and explained the situation which we believe has been rectified to his satisfaction, including the stopping of monthly billing. We want to extend out apologies for the inconvenience and stress caused by the lack of communication on our part.

Review: the company makes it difficult to cancel. They leave you on hold until it times out. If you have to call back it goes through the same system.

My brother called to cancel the service when my mother passed away. He was put on hold for 20 minutes and then it timed out. I called back and go the same routine. The call center uses number keys for access. We had hit 4 for cancellation. I tried hitting the key for new service and got through right away. I told them my frustration and they said that they would pass my concern along but could not transfer me because cancellation was in another building. I did get a call back that I missed. When I the number I went through the same process. It has been 2 days and we still have not been able to get a live contact.Desired Settlement: cancel the service effective 9/*

Business

Response:

Hi [redacted],

We received a complaint from the Revdex.com from consumer [redacted]. During our initial review we were unable to locate a client in our system that matched the information provided. We contacted [redacted] for additional information however the information he provided for his mother, [redacted] (###-###-####) still did not yield any results.

Will you please provide us with documentation to show [redacted] is indeed a client of [redacted]? If the complaint was filed with our Company in error how do we go about having it stricken from our record.

Thank you for your time and attention to this matter.

Review: Two payments were debited from my mother's account [redacted]

on 2-**-14 for 29.95 and 2-**-14 for 29.95 I have talked to [redacted] about this matter I also faxed him paper work

He said they would correct the error and credit the 29.95 back to my mother's account It has been two weeks they have not credited the 29.95 back to my mother's accountDesired Settlement: Credit the 29.95 back to my mother's account

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been trying to have our medical alert service for my mother cancelled as she is now in a nursing home. I arranged for the service and have been paying for it. I have called 4-5 times, over as many weeks, and always get their answering service and have left messages asking someone to call me back. With my final call last week, I again left a message requesting to cancel the service and call me back and leave a message that it is cancelled. As of last night, the service was still active, and no one has called me. The alert service is connected to my home phone.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I request you contact the company since I have been unsuccessful and have the service disconnected. I would like to be notified of the outcome.

Business

Response:

Hi [redacted],

The complaint received from the Revdex.com for [redacted] on behalf of [redacted] has been made pending removal effectively stopping billing. We stopped billing retroactively as of 8/*/14 and have sent a postage paid box to recover the equipment which is the property of [redacted].

We have made numerous attempts to contact [redacted] leaving several messages however, we have received no response.

Upon review of the account we found that [redacted] has not made a payment since January of 2013. In addition we had our QA department run a query of the numbers tied to the account and provided by [redacted] and found no records of any of these numbers calling our Company.

The results of the lookup are as follows:

[redacted] is a Wisconsin area code covering most of the northern part of the state. My lookup of the current owners is below. As far as all my searches in any numbers we have or had I don’t see these numbers.

[redacted] Carrier: [redacted] Carrier: [redacted] Carrier: [redacted]

In summary, the billing on the account has currently stopped and made effective 8/*/2014. A postage paid box has been sent to retrieve the equipment and a bill for the balance prior to 8/*/2014 will be sent to [redacted] can contact me to discuss arrangements and provide additional details as to when she attempted to contact the Company and to what number she was calling and leaving messages.

Thank you for your time.

e: [redacted]

t: ###-###-####

f: ###-###-####

w: [redacted]

Review: I SI[redacted]. THAT HE HAD BY THE ENNED UP WITH THEM IN mAY, 2013 iBLOED ACCOUT IN oCTOBER bECAUSE I WAS UNHAPPY WITH THE LAST TWO YOUNG LASIES THAT TOOKMY CALL. I HAD ALSO INFORMED [redacted]. THAT FUNDS NEEDEDB TO BE TAKEN OUT OF MY ACCOUNT BY OCTASACCOUNT WOULD BE CLOSED,IT'S NOT MY FAULT THY WERE DELINQUENT IN TAKING THEIR FUNDS FROM MY ACCOUNTDesired Settlement: THET NEED TO REMOVE THE OUTSTANDING BILLS FROM ANY CREDIT REPORTS AND FILES. I SHOULD NOT HAVE TO PAY FOR THEIR ERRORS.. THEY NEED TO HIRE COMPETENTN PEOPLE EVRY TIME I CALLED AND GOT A DIFFERENT PERSON;IGOT A DIFFERENT PERSON.

Business

Response:

The ori[redacted]l complaint for CID: [redacted] was emailed to an employee in April of 2014 that has not been with our company for the last two years.

A copy of the complaint was re-sent to us on 8/**/14 and has been resolved.

On August **, 2014 the [redacted] spoke with [redacted] in regards to the Revdex.com complaint she submitted. Her issue was that she had signed up for ACH Direct Debit payments and during her time using the alert device, there had been inconsistent withdrawing of her funds. When she had the unit removed in October, a final bill was sent to her showing a balance that she still owed to AMAC. It was her assertion that we had been negligent in withdrawing funds from her account.

What prompted her call was a follow up invoice she received asking for the remaining balance of $39.90. Her main request was that she not be called or billed again and as confirmation we have not called since April of 2014. She expressed that she is satisfied and doesn’t wish to pursue this matter any further. We have issued a credit memo zeroing out the remaining balance of $39.90.

Please let me know if you need additional information.

Thank you

Review: My grandmother has had their medical alert system for several years. She has a "main unit" which she can press to receive medical assistance, in additional to a "necklace" that she wears around the house. She pays out of her own pocket for this service, as it is not covered by her health insurance. On May *, 2013 she suffered a fall in her home. When she pressed the "necklace" it did not work. It took her hours to get to a phone to call 911. She has finally returned to her home yesterday. In June I called to register a complaint with the business. I spoke with a customer service representative who had a manager return my call. The manager, [redacted] informed me that since my grandmother pays out of pocket, there is no requirement that they contact her regarding her service. If she had insurance such as Medicaid, they would be required to contact her regarding her system. He stated that unfortunately these systems are not foolproof. Since that original conversation, I have left four messages for him that have gone unreturned. Last week I faxed a letter requesting that the equipment be removed from her home and that we be refunded the amount of the service from May *, 2013, the date of her last payment. The company has not bothered to respond to my complaints but instead continues to send my grandmother bills. The "product" they provided to my grandmother was inferior to that of other customers, since they didn't have to comply with insurance requirements. I was specifically told they had not contacted my grandmother in over a year. This is no service for the elderly. Additionally, upon making my complaint I have been ignored.Desired Settlement: A refund of the last invoice for $111 and removal of the equipment from her home. We will not pay any additional invoices.

Business

Response:

Dear Sir or Madame:

Reference is made to the above complaint made by [redacted] concerning her grandmother. We would like to bring to your attention that this information was sent to a non-working email address at our company and as such we have just retrieved this correspondence.

We have been in contact with [redacted] and are in the process of resolving this matter with regard to her complaint. After speaking with [redacted] and understanding her situation, we have agreed to accommodate her wishes and allow her to return the Personal Emergency Response unit and will refund her the funds being requested upon return of such unit. Our last conversation took place on August **, 2013 whereby [redacted] indicated she was going to her grandmother's to obtain the unit to return to us. We indicated that if she ran into any difficulties removing the same, to please contact us. We anticipate receiving the unit back in our offices sometime this week whereupon we will contact [redacted] and arrange for the funds to be released as requested.

If any further information is required please do not hesitate to contact me at ###-###-####.

Review: This company withdrew $360.00 from my checking account without my prior authorization. I purchased this service for $29.00 from [redacted] on [redacted] in Memphis, TN. I never received any equipment. I received a contract from them that I never signed or submitted (I have the contract in my possession.) I notified my bank and they lied to them stating that I authorized this withdrawal. This is not true. When my bank asked to hear the recording of the transaction, they could not and would not provide it to my bank.Desired Settlement: DesiredSettlementID: Refund

Refund my money to my account.

Consumer

Response:

At this time, I have been contacted directly by Tunstall Americas regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

I am waiting on redeposit of my money that was illegally taken from my account.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

On October **, 2014, [redacted]’s family purchased an activation kit for a Personal Emergency Response System. When the activation kit is received there are instructions to call the order number. In this situation [redacted]’s daughter called our ordering number. During the ordering process clients, such as with the caller from [redacted]’s family, are informed “Should you decide not to connect the unit, you have 7 business days to cancel and return the system. If you do not return the equipment a lost equipment fee will apply.” In this case although the family ordered the unit, the ship to address was specifically [redacted]’s residence. In our attempts to help the client activate the unit additional calls were made. On 11/**/14, a call was placed to [redacted] and a message was left. A second call was placed on 12/**/14 where the representative spoke directly with [redacted] who advised her daughter would be installing the unit for her. While we communicate a charge for lost equipment may occur after 7 days, we take additional steps, as described above before charging for the unrecovered equipment which was processed on 12/**/14Subsequently, we have attempted to reach [redacted]’s daughter to remedy the situation and left several messages. We were able to reach [redacted] directly and explained that once the unit is returned the charges would be immediately reversed. We will continue to follow up with [redacted] and her daughter to ensure the situation is resolved. Please feel free to contact us at ###-###-#### should additional information be needed.