Connect America

Dear *** ***,In response to the complaint filed by *** ***, please be advised that I refunded the additional $today. I am sorry that this happened. The Agent gave *** *** the wrong information. The account was suspended for the Months of March, April and May so
there was no billing for those three months. The billing should have actually been suspended through June 30th and it wasn't This shouldn't have happened. There shouldn't have had to be so many calls by *** *** to our Company. One call should have been sufficient. Obviously, that was not the case. I apologize for this problem. I have forwarded this to the Supervisors in the Care Department so that no other customer has to go through such an ordeal.If I can be of further assistance or should there be any additional questions, please don't hesitate to contact my office.Sincerely,Barbara *V** ***Customer Resolutions ManagerConnect America/Medical Alert

Dear *** ***,First off, please let me extend my sympathies to *** for the loss of his Father. Secondly, let me apologize that the cancellation was not done immediately. I have checked the account, and it is canceled with a zero balance. I wish someone would have put
the calls regarding this account through to me. I certainly would have handled it immediately. I did try to call *** to apologize, but the phone just rang and rang with no answering machine to pick up.If there is anything further I can to, or should there be any additional questions, please don't hesitate to contact my office.Sincerely,Barbara ** V** ***Customer Resolutions ManagerConnect America/Medical Alert

Dear Mr***,
In response to the complaint filed by Mrs***,
please be advised, we did try to call her back on March 2, at 12:PMThere was no answer
and a message couldn't be leftOne of our agents spoke to her on March 4, at 12:PM and gave return
instructions
In reference to our response time, our response time is within seconds of the alarm and reported immediatelyIf it took a half hour, it would have been a problem with EMS, not usI looked on the account and see only test signals from Mrs***'s residence
I am not sure what o/s fees areThe ***'s are billed via an invoice, and we don't charge late fees
In any case, instructions were given to return the unitThe unit is billed until it is received by our Returns DepartmentWhen Mrs*** obtains her tracking number, she may want to email it to me at *** and I will keep an eye out for the unit and have it canceled immediately
If there are any further questions, or if I can be of any additional assistance, please don't hesitate to contact my office
Sincerely,
Barbara JV** ***
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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear Ms***,
In response to the complaint filed by Ms***, I had one of our Customer Relations Agents call Ms***He advised her that we would keep her rate the same and not increase her
Ms*** has agreed to the adjustment to her account and will remain our customerWe
will not debit Ms***' account and she will continue to be invoiced
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 J*** ***
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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

My mother's name is *** ** ***. The system is registered in her name at *** *** ***, Lillian AL ***. The system is also associated with my cell number, ###-###-####. Our mother is a senior citizen with dementia and I manage all her banking and support
activities. Again, so disillusioned with this company and their lack of responsiveness. Over promising and under delivering to an elderly person is terrible and they should not be allowed to continue this bad business practice. Thank you so much for your help. We are our mother's advocate as she no longer can represent herself. *** ***

In April 2015, I began looking for a medical alert company for my 80-year-old mother who fortunately escaped injury following a fall getting out of the bathtub I chose Medical Alert due to their claims of longevity in the business, their training of emergency operators and their better ratios of emergency operators to clients This decision has been nothing but a headache since we beganDue to my mother's fixed income, I set up her base unit as a charge to her bank account and her mobile alert system for her car as a charge to her credit card The first mistake the company made was to charge both to my mother's bank account subjecting her to possible overdraft at the end of the month The second mistake occurred when I brought the mistake to their attention Instead of crediting her bank account for $240, they charged her bank account for another $When I called to clear this up, it took about five phone calls to get everything straightened out in May They apologized and gave me another free month of services on top of the original free month They told me I would not owe anything until August In June 2015, they sent a bill to my mother and called her at least four times to set up a payment plan for her services I called them and the billing department looked in their system and confirmed that we had paid for the year, but that their system had coded the payment incorrectly They promised to fix it and apologized My mother received another bill in July showing a past due amount I called them again I told them to check their system from April and May They exclaimed they were very sorryThe young man said he was going to talk to his supervisor and that I would not receive another call unless it was an apology I received yet another call yesterday I promised that the next phone call I received trying to collect money that we didn't owe that I would cancel the service Today, my mother received another call We will be canceling service and asking for a refund of our annual prepayment I have lost faith in the company If it weren't for me managing my mother's finances, I'm sure she would have gone ahead and paid the additional bills I believe their billing department might very well be shady and may be preying on the needy I highly recommend choosing a different company We will be I hope this review helps others in avoiding such an experience If they have so much trouble with billing, I wonder how they would handle a real emergency?

[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 ***, and find that this resolution is satisfactory to me. I received the refund check today
Regards,
*** ***

Dear *** ***In response to the complaint filed by *** * ***, please be advised I spoke to her this morning. She is returning the Medical Alarm equipment today. I told her to leave me a message with the tracking number and once I see the equipment has been returned, I will issue a
full refund.I apologized to *** *** for the problem she encountered and understand why she is canceling. Although I am sure that this was an error on the Sales Person's part, I know *** *** feels differently and felt it was deliberate. I am sorry this happened and advised *** *** that she should get protection, no matter who it is with. I wanted her to know just how sorry I am that this happened.If you have any questions, or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara ** V** ***Customer Resolutions ManagerConnect America/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 ***, and find that this resolution is satisfactory to me.
Also to their credit, the business did call me back and explain the action they were takingThey seem to be a legitimate organization and it is entirely possible that the problems that I experienced dealing with their customer support could simply have been a training issue relating to a couple of their employees not fully understanding their responsibilities concerning the new aquisitionIn any case they were responsive to the complaint I filed with Revdex.com and the problem has been resolvedThank you to both the Revdex.com and Medical Alert for your assistance
Very respectfully,
*** ***

Dear Ms***,
In response to the complaint filed by Mr*** regarding *** ***, please be advised that my Associate, Susan B***, called and spoke with Mr*** yesterdayShe apologized for this issue, however, she explained that the system was sending in tests regularly and that
Ms*** had not tested her remote button since August, We request that the system button be tested monthlySusan explained to Mr*** the buttons are battery operated and much like a car, if it isn't started in a year, in all likelihood it won't start because the battery is dead
We are very sorry that Ms*** laid unattended for hoursSusan advised Mr*** that we would credit off the balance due and we emailed him a return label
This is a very unfortunate circumstanceUnfortunately, we cannot force anyone to test their buttons, we can only request that this be done
If there are any further questions, or if I can be of additional assistance, please don't hesitate to contact my office
Sincerely,
Barbara J V** ***
Customer Resolutions Manager
Connect America/Medical Alert

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 The *** was credited half to the refund on 11/30/in the amount of and the other half on 12/2/in the amount of Thank you for your help
Regards,
*** *** By *** ***

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 If I locate the tracking information I will then contact the company Thank you for your assistance with this matter.
Regards,
*** *** *** *** ***

Dear *** ***,
Please be advised that we do not make pre-recorded solicitations, better known as robo callsWe also only call people who have requested us to contact them to find out about what we have to offer
Our customers are obtained only by our advertising, returned post cards and
referralsWe have never used such a means to obtain a customerThis issue has been going on for well over a yearI am attaching a copy of a full page press release Connect America/*** *** took out in all of the newspapers in major cities throughout the U.SI am also attaching two articles regarding this issueAlthough the FTC has closed down the locations mentioned in the articles, they are just opening up operations in other parts of the U.S
*** ***, please take the time to read this informationIt might lead you in the right direction to report these people and have the calls stopped
Sincerely,
Barbara *V** ***
Customer Resolutions Manager
Connect America/*** ***

I have had no negative issues with Medic Alert since signing up for their monitoring system They have been responsive each month when I check in and fortunately, I have had no medical issues this past year

[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: ***
I am rejecting this response because:
This company should have been able to see that there was an account opened already It is no acceptable that they cannot see that, since they could see that the machine was attached to same address when they discovered accounts Why, if they could discover accounts later, cold they not see there as an open account in the first place? This company deals with the elderly that has memory loss along with many physical ailments, which is why they need this alert system in the first place! They are indeed punishing the customer for the physical ailments they have by not being able to detect if there is an open account already, with the same name, address, phone number,social security# and date of birth, along with all the other aspects that can detect a current customer The machine would have been returned if they were able to have an updated system, as all other companies do...for example, I could not order another cable from the same cable company as they would know I am a current customer, etc,etc., Indeed, this company is taking advantage of the customers for a mistake made that they admitted themselves; I thought I had another company....as you can see, Connect America is not the same name as *** ***.....that in itself is deceiving and I won't mention their numerous addresses! If this company is an honest one, they would return the payment they took from my bank account for an item I was not using and had no idea I had from them until they discovered their mistake that they had accounts on me in the first place, for a very long period of time! It is not my job to tell this company how to run their business, but they should be able to tell when a customer already is a customer!! I reject their lame excuse of billing me for not knowing I had accounts I wonder how many others they did this to, and what legitimate company would ever defend this excuse if they discovered they made this mistake of already having a customer and creating a new account for the same one! I would like to know of any companies that ever do this as a practice, and why this company could not run their business in such a way that they would know if there is already an existing customer! Exactly why I went to *** *** instead! *** *** has lost me as a customer over one bill they could not identify until repeated phone calls, and I am sure this type of problem is in isolated with them!
Regards,
*** ***

Dear *** ***,
In response to this rejection, I called *** *** and went over the figures with herI
sent her a letter confirming our conversation
I am sure this issue is resolved, or will be when the medical alarm is received and her refund is issued
If you have any further questions, or if I can be of additional assistance, please don't hesitate to contact my office
Sincerely,
*** ** *** ***
Customer Resolution Manager
*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear *** ***,In response to the complaint filed by *** ***, I have checked the account and credited off the outstanding invoices. It looks as though when the account was canceled, the billing was not taken out of the system. I apologize to *** *** for this problem. The
account is now closed with a zero balance. I called Ty on November 1, regarding this matter and left him a message that this was taken care of and to please call me back with an address where I could send a zero balance letter, but he never returned my call. *** *** can use this answer as proof that the account is closed with a zero balance, if she wishes. If not, I will still need an address in order to send the letter.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** ***Customer Resolutions MangerConnect America/Medical Alert