Connect America

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that I have had his number put on the Do Not Call List
Unfortunately, his number belonged to a customer of ours and his number was being dialed in an effort to reach herThis should not happen any more
as the number has not only been added to the DNC List, but has been removed from the account
I am sorry this didn't happen sooner
If there is anything further I can do, or if you have additional questions, please don't hesitate to contact my office
Sincerely,
Barbara V** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,In response to the rejection of the answer to the complaint filed by *** ***, I contacted him this morning. I advised *** *** that I would credit the balance on the account and have the account canceled immediately. He indicated in his rejection that he had the Post Office investigating the loss of the package. I asked that if he finds out anything about that package, to please call me and let me know what they found.I believe this complaint is 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 *V** ***Customer Resolutions ManagerConnect America/Medical Alert

Dear *** ***,
In response to the complaint filed by *** ***, please be advised that the invoice that was turned over the *** was for a time period after the equipment was returnedFor some reason the account had been canceled, but the invoice was not creditedI have credited off the
invoice and notified our Collections Department to remove this account from *** and put on our Do No Call List
Please extend my apologies to *** ***The account is closed with a zero balanceThis will in no way impact her credit rating as this was not reported to the Credit Bureau
If there are any further questions or if I can be of additional assistance, please do not hesitate to contact my office
Sincerely,
Barbara *V** ***
Customer Resolutions Manager
Connect America/Medical Alert

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
You must investigation other complaints pretaining to return of medical device and recharging the customers for equipment already sentdid you do that ? if so, how many customers did you investigate ? I know you do have any authority to investigate bad practices but you can find way to see it this practices are true or not ..
Complaint: ***
I am rejecting this response because:
Regards,*** *** **

Dear *** ***,
In response to the complaint filed by *** ***, I have contacted *** *** and I believe that we have this issue resolved
The second unit was shipped even though *** *** called and canceledThis was an error on our part*** *** has contacted Federal Express
to pick up the package for return
I advised *** *** that once I see this equipment on its way back, she will receive a full refundI also extended my apologies
If there is anything further I can do, or if there are any additional questions, please do not hesitate to contact my office
Sincerely,
Barbara ** V** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,In response to the rejection filed by *** ***, please be advised that the refund has been issued back to the Credit Card we had on file for this account. *** *** should see that refund on Account Statement within a few days.As I explained to *** ***, my response was an error as I got his account mixed up with another customer's account that will not be receiving a refund. I apologize for the issue. 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 ManagerConnect 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: ***I am rejecting this response because:I have yet to receive an apology for their harassment and they are unfairly charging my daughter for an item left when no one was at residence. And if charging her the amtwasn't enough they continued to take money from her acctfor monitoring the service when it wasn't rec'd or activated
Regards,*** ***

[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:
I asked for a refund in full Services were billed on June for the period June - November Thank you for a partial refund, I find it very unfortunate to have to involve a third party when doing business with a company that is serving the most vulnerable
Regards,
*** ***

Dear *** ***In response to the complaint filed by *** *** *** on behalf of the account for *** ***, please be advised that I spoke with *** *** yesterday, and I believe everything has been straightened out, the accounts are canceled and appropriate refunds have been issued.I
apologize for these issues and thank *** *** for being so pleasant to talk with. 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** ***Customer Resolutions ManagerConnect America/Medical Alert

Dear *** ***,In response to the complaint filed by *** ***, please be advised that she ordered the Medical Alarm in March, not November. She agreed to keep it for days and if she was not happy with the equipment she could return it after that commitment was fulfilled. The
equipment was returned on March 26, 2016. Although she is really not entitled to a refund for the first month, I will refund all money paid less the shipping of $9.50. This money will be refunded back to the account it was debited from.I am sorry *** *** feels that bad reviews soured her against our Company, but I just want to let her know that every complaint has been addressed and that the total number of complaints on the Internet is less than 1% of our customer base. If there is anything further I can do, or should there be any further questions, please don't hesitate to contact my office.Sincerely,Barbara *V** ***Customer Resolutions ManagerConnect 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.
Regards,
*** ***

I haven't had to use my medical alert, but I have had no problem I have a question though Is there a battery in my device and if so how do I know when it needs replacing?

Revdex.com:From: *** *** Date: Thu, Dec 17, at 2:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]" I received a check from Connect America on 12/17/ Thank you for your assistance in getting my refund
Regards,
*** ***

Dear Ms***,
In response to the complaint regarding Ms***, please be advised that I have had the account canceled and removed from all areas in Collections where calls are being made from. The $that was paid was for a Lost Unit Charge, which is normally $350.
According to the notes in the system, we were unable to locate the unit that Ms*** returned. When we give return instructions, it is made clear that the equipment needs to be returned with a tracking number. We asked for the tracking number and it couldn't be supplied. We have checked and rechecked to see if we could locate this particular unit. We did not receive it.There will be no further Collection calls to Ms*** from us, however, since we didn't receive the equipment back, we will not be refunding the $200. If there is a tracking number and it can be provided, and that tracking shows that we received the equipment, we will gladly refund the $I am sorry this has been an issue. If there is anything further I can do, or if there are any additional questions, please don't hesitate to contact my officeSincerely,
Barbara JV** ***
Customer Resolutions Manager
Connect America/Medical Alert

Dear *** ***,In response to the complaint filed by *** ***, for *** ***, please be advised that we have no record of receiving any of the equipment back in our Office. I did call *** *** yesterday and left a message that I would need the tracking number for the
return of the equipment in order to locate the equipment. I can neither cancel the account nor can I refund any money until I am in receipt of the tracking information.,I would like to get this resolved as much as *** *** would, but until I receive proof of the return, I am unable to do anything. If you have any further questions, or if I can be of further assistance, please don't hesitate to contact my office.Sincerely,Barbara ** V** ***Customer Resolutions ManagerConnect America/Medical Alert

Only have had safety checks of the equipment Fortunately, haven't needed actual assistance for crisis When I did do a safety check, personnel were always courteous and patient

[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,
*** ***
I just checked my *** account and the credit has been issuedThank you so much for your service, I am sure that if it wasn't for Revdex.com the credit would not have been issuedThanks again,
*** ***

Dear *** ***,In response to the complaint filed by *** ***, please be advised that we had taken *** *** off Auto Debit due to the number of declined transactions we got while trying to debit her account. We attempted on several occasions to reach *** *** to no avail. We do
not stop auto debit unless we are unable to obtain the funds or are instructed to by the customer.The balance due on this account is $98.85. This is due and payable to Medical Alert. This amount represents March, May and June of 2016. If *** *** returns the equipment prior to the 15th of July, the July invoice will be credited. The equipment needs to be returned to: Medical Alert, Park Way, Broomall, PA 19008, Attention: Returns Department. She should obtain a tracking number and hold on to it until she can call in and speak with an Agent who will be able to run the tracking for the package. At that time, she will need to ask them to make the tracking number part of her file.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** ***Customer Resolutions MangerConnect America/Medical Alert

Dear *** ***,
In response to the complaint filed by *** ***, I have checked this account and the Medical Alarm was never receivedThat is why the billing has continuedI am attaching a copy of the signed Agreement stating that the unit is billed until it is returnedIf *** *** has
any proof that we received the unit, that would be all I need to close this accountIf she is unable to provide that proof, I would have to deduct $for the Lost Unit Fee from any refund due
I am sorry that *** *** has had this issueOnce I hear from *** ***, I will have the account removed by *** and Collections ListsI am confused as to why anyone would tell her that we needed to hear from the Retirement HomeI can only believe that it was requested because we had not received the equipment
If there are any questions, or if I can be of additional assistance, please don't hesitate to contact my officeIf *** *** would like to speak to me, I can be reached at ###-###-####, Ext***She would have to leave me a message, but I will gladly return her call
Sincerely,
Barbara *V** ***
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: ***
I am rejecting this response because:
Dear *** ***, Unfortunately, the response received from Barbara ** A*** from Connect America does not satisfy our complaint in full. There are still many discrepancies and I feel we are entitled to clear and concise explanations as well as a further refundThere is a clear discrepancy between the amounts *** *** was charged from his account and the amount Connect America states was charged.I have requested an itemized statement from Connect America and yet have still not been provided with any documentation, including a contract.There was never any information provided informing my step-father of a “three month minimum.”There was never any information provided regarding charging him for the return of the units or that “shipping charges are not refundable," this information should clearly be stated to customers prior to any commitment Deductions from *** ***’s account:June 1st, $39.45June 11th, $34.95June 17th, $34.95July 3rd, $99.85(First, in the response it shows the complete total as $199.70, but the total actually equals $a difference of $10.00) Refunds received from Connect America:July 12th, $64.90August 14, $34.95September 25, Check *** in the amount of $29.95(Total of $129.80)$paid (-) $refunded = $actually charged and that America Connect is “keeping,” not the stated $69.90.We are still requesting an itemized statement as well as a contract that was signed, specifically detailing where it was agreed by *** *** to accept being charged a “three month minimum” and detailing your no refund policy regarding shipping and returnsI feel $for less than a month of service is ridiculous and ask that only the actual dates of service be prorated and charged and the remainder to be refunded, as we were informed we could not cancel until the units were received. Furthermore, we are sincerely disappointed in the service received as it has taken over a month and a half, hours of our personal time, speaking with multiple customer service agents such as Jason (6/23), Todd (7/1), Cory (7/2), Peter (7/9), Atarah and Joanne (7/15), Rasheeta (8/4), Terrace and Vincent (8/26), and Elisie (9/14) all of which to simply return a product (used less than a month) and service a customer was unhappy with, to stop the multiple payments being charged, and to attempt to have my step-father’s money returned. Lastly, I am very disturbed in the lack of integrity Connect America has shown and has been irrefutably proven in our brief history with this company. Your organization proclaims to produce a product and service meant to help and support a community of vulnerable individuals, but in fact has manipulated a simple process into a complicated and frustrating maze. Sincerely,*** ***On behalf of *** ***