Connect America

Dear [redacted],
I am in receipt of the rejection to the answer
regarding the above complaint. Please advise
**. [redacted] that the refund check has been cut
and it should be delivered in a day or two.
If I can be of any further assistance, or if there are any additional questions, please don't hesitate to contact my office.
Sincerely,
[redacted]
Customer Resolution Manger
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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
Hello:  Please except my apologies for this mess.  I did not realize until this past spring how extensive  [redacted]'s dementia is getting.  He has been covering it well with writing himself notes and telling me he will "take care of it".  I am now realizing that I will have to be doing a lot more of the money oversight , as this example proves.  We had this service for my mom before she died; it made me feel safer knowing that we lived in different states.  I am now trying to get our finances straightened out from the mess [redacted] has gotten us into.  At some point, we will probably need to get him a "button" too and I now know who to go to and who to trust, when I get to the point he needs it and we can afford it.  God Bless, [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 ** V[redacted]
Customer Resolutions Manager
Medical Alert

Dear [redacted]
In response to the complaint filed by [redacted],
please extend my apologies to her for the delay in processing her refund.
We have processed her refund back to the credit card on October 15, 2015, in the amount of $174.75. She should see this credit in a couple of days.
If there is anything further I can do, or if there are any questions, please don't hesitate to contact my office.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions 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

In mid March of this year, 2016, I ordered a Medical Alert device. A young man named Zack took the order, and I agreed that the cost $214.74, would be billed on my VISA. I received the device, but soon realized my specific location in my area of Monterey County, CA, did not have reliable CELL PHONE RECEPTION needed for the device.
I returned the device in good order on May 10th, and received a Post Office tracking receipt with delivery promised on May 12th. On May 16th I contacted the P.O. and was told that my package was delivered on the promised date at 10:45 a.m. I emailed the company, asking acknowledgement of their receiving it, and a CREDIT to my VISA account. They did not respond. Another email was also ignored.
On May 24th I PHONED Medical Alert. A representative acknowledged receipt of the device, promised a full refund. I asked why it took so long for a satisfactory solution, she said, "We've been very busy." This is a company that promises quick response to emergencies!! They ignored emails, and it took MY phone call to kick them loose.
I'm not done! When my VISA finally arrived, the refund was SHORT $14.99.
In the middle of all this, the company sent me a whole new packet of information, WELCOMING ME AS A MEMBER........I HAD NEVER SIGNED ANY AGREEMENT TO BECOME A MEMBER, because I was testing the device, and waiting to see if it would work for me.
And here's a by-the-way, their advertising letter dated March 9, which I still have, promises that if I CALL, I will receive a FREE phone consultation & a FREE Key Chain Flashlight. I did have the consultation with "Zack", an EXCELLENT sales rep, but I never received the Key Chain Flashlight. A small matter, but just another example of how ALERT this company is.
Beverly B[redacted]

Dear [redacted],
In response to the complaint filed by **. [redacted],
please be advised that we did receive the Mobile Alert Unit on 1/7/14. However, we did not receive the Medical Alarm, PERS Unit #[redacted]. This unit was sent to [redacted] on 8/14/12. On 8/29/12 another unit was sent to [redacted]...

[redacted] which was a Mobile Alert. In the box with the Mobile Alert was a return label for the PERS Unit.
The label was never used and the PERS Unit was not returned.
On 12/13/13, [redacted] was given return instructions for the Mobile Alert since she was going into Assisted Living.
I spoke to **. [redacted] on 8/28/14 and advised her that there was another unit that had not been returned. She said she would look for it and call back. To date, I have not heard from her.
We have no problem canceling the account, but we do need our equipment back. I was hoping that **. [redacted] would call me so that we could work out something. Since the charge for an unreturned unit is $350, there would be no refund. If **. [redacted] cannot find the unit, just let me know.
I will see to it that the account is canceled.
If I can be of any further assistance, or if you have any additional questions, please don't hesitate to contact my office.
Sincerely,
Barbara *. V[redacted]
Customer Resolution Manager
Medical Alert

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: They hid the box behind a trash can and was wet and possibly damaged this morning. I agreed to send it back but they have not been able to have [redacted] to contact me for a pickup. I offered to take it over to a [redacted] agency myself if they would send me a return postage form via Email but [redacted] does not how how to do that. I just don't want to sit here waiting for a call from [redacted] God knows when. I have put up with enough and even [redacted] admits it.
Please ask them to have somebody who knows basic computers to email the return postage form to me for as an attachment.
Regards,
[redacted]

Thank you for your prompt response roe my request for assistance. Its comforting to know help is only moments away when needed. regards, Mildred Casey

Dear [redacted],
In response to [redacted]'s complaint, please be advised that I processed a refund back to [redacted]'s credit card today. The refund is for the full amount [redacted] paid.
I apologize that the Sales Person led his daughter to believe she was calling [redacted]. ...

That behavior is unacceptable.
I also want to apologize for the time it took
to refund the payment. We are training more people to do refunds so that they are processed
right away.
If there is anything I can do, or if there are
any further questions, please don't hesitate to contact my office.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions Manager
Medical Alert

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. 
Regards,
[redacted]

Dear [redacted],
In response to the complaint filed by [redacted],
please be advised that I called [redacted] today regarding the complaint. I apologized for the way he and his wife were treated. There was one piece of equipment that was not marked as canceled. [redacted] advised me that it...

was in
the box with the Medical Alarm. I have requested that this be canceled.
I also told [redacted] that I would process the refund just as soon as that portion of the account is canceled. However, I feel that they waited long enough, so I processed the refund in the amount of $79.90 today. I have requested the Finance Department cut the check today and mail it today.
Please let **. & [redacted] know how sorry I am that they went through such a rough time. 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/Medical Alert

Dear [redacted],
In response to the above complaint, please be advised that I looked at this account. There was a check #[redacted] issued on 5/23/14. Today, a stop payment was placed on that check. A new check
#[redacted] was issued. I contacted Accounts Payable and asked them to overnight this check...

to [redacted].
Please apologize to [redacted] for this problem. I don't know who [redacted] spoke with that told him a check was reissued on 6/10/14, but if he can provide me with the date of that call and who he spoke with and the phone number he called in from, I will pull that recording and forward it to the Supervisor. Obviously that person either cannot read the A/P Screen or just did not tell
[redacted] the truth. This is very embarrassing to admit, and I can only apologize for the issue this has caused.
If I can be of any further assistance, or if you have additional questions, please do not hesitate to contact my office.
Sincerely, [redacted]
Customer Resolution Manager
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 $319.60. I also did a refund for the balance of $119.85. I had this check sent overnight to [redacted]...

[redacted].
There should never have been such a wait for the refund, and I apologized to [redacted] for this delay. The 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 [redacted],
In response to the complaint filed by [redacted], please be advised that a refund was issued on January 2, 2016.
The customer claims that it took more than 30 days for the refund, however, it is 30 business and not 30 calendar. The refund was issued in 19 business days,...

not including weekends or holidays.
The refund was processed back to her credit card. She should see the refund in a few days. If she does not, she will need to contact me and I will provide her with the Trace number to give her to credit card company.
There will be no refund for the shipping. Shipping is not refundable.
If there is anything further I can do, or should you have any 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 extend my sincere apologies to her. If we cause an overdraft fee, we do refund it via a check. However, we would need a copy of the bank statement showing that we caused this fee to be issued. If [redacted] would send...

me or email me this statement, I will process the request for a $33 check to be sent to her right away.
I, also, saw a refund sitting on her account. I processed that back to her checking account today. She 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

Assuming that this review is for Medical Alert, I have typed in my
review. No complaints.

My mother-in-law received a package from this company 3 years ago. She never opened the package to find out what the contents were until now, and was shocked to find monitoring equipment inside. And even more shocked that the company had been deducting a monitoring fee from her checking account for over three years. She never signed up or activated this agreement from Connect-America.
I called Connect America twice to cancel the service and to request a full refund of the unauthorized payments. The customer rep I talked with today - James - , refused all of my requests with the comment "No one here is going to help you". When I asked to speak with a supervisor or to his legal group, the response was "I am the supervisor. No one here is going to help you".
I have shipped the equipment back,and will contact the company again to cancel the agreement when the equipment is received by them. The ethics of Connect-America company are deplorable. This is a terrible way to treat our aging citizens.

Dear [redacted],
In response to the complaint filed by [redacted],
please be advised that a refund has been issued for $299.50 to [redacted] as of today's date. The refund is being sent in the form of a check as our system will not allow us to electronically refund to a Checking Account. I...

would like to mention that [redacted] agreed the 3 month minimum required in order for us to send her the equipment. That means she either needed to keep the equipment for three months or forfeit 3 months of her payment. Since this was agreed to at the time of sale, under the laws of Pennsylvania we would not have to refund that money. However, we know the major portion of our customers are on a fixed income and I feel that it was only fair to refund in full.
We will not refund for the return postage. [redacted] did order the equipment and it is her responsibility to return it at her own expense.
If she hadn't ordered it and it was shipped to her in error, we would gladly pay the return shipping. However, we did pay to ship it to her.
I hope this will resolve this complaint. If there is anything further I can do, 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
My mother has not received the refund and now they are calling every day to ask her to activate the system which has already been returned.  Yesterday we received a letter which had a long term contract enclosed.  We will return that along with a letter notifying the company that we want to cancel.  We would like the refund posted as soon as possible and confirmation that this has been cancelled; that my mother will not be contacted again either this year or next year.
Regards,
[redacted]