Connect America

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that I have looked into this matter. The account is canceled with a zero balance. There was an invoice from April 15, 2015, of which two months were due. I believe that is why Collections was...

calling.
However, that invoice was credited off.
I am sorry that [redacted] encountered such a problem in getting this account canceled. I actually believe that the cancellation was timely, but the outstanding invoice was the issue. It was never credited off until February, 2016.
Please extend my sympathies to [redacted] and apologize for the problem. I know that losing a parent is extremely hard without having issues such as this.
If there is anything further I can do, or should there be 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]

Great customer service and very nice to work with. They clearly work with those in need and have patience.

[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: none of this explanation is factual. When I originally ordered the unit I clearly explained that my brother with MS falls often. So that would be one of the most important functions we needed. Sales person chose not to explain the options. But at that price it appeared to be included since it was discussed and the price was much higher than the going rate. I am not suppose to be the expert, that was the job they claimed. Also, at the time of the incident the medical alert on my brothers person did not pick up a signal, much like a cell phone. He was punching the button for 20 minutes before the call was answered. Then ems may have been alerted ( but did not arrive in a timely manner which was also explained in the complaint) but his contact people were not notified for two hours. They both told me this and since this company is obviously not honest, I believe them. I was never called by them either the day of the incident. It doesn't matter if the equipment was working or not. If there was no signal it couldn't work timely enough. I am not interested in a monetary reimbursement from such a business. Other reviews of them on this website clearly explain what kind of a business they are. I would better appreciate that this unfortunate incident doesn't happen to someone else or happen at a worse degree. This response sounds very defensive for not claiming any responsibility. I think that speaks very loudly of their lack of character and concern.
Regards,
[redacted]

Dear [redacted],
[redacted] is correct. We did send the equipment and after the units were sent, [redacted] contacted us to let us know not only did they send the sale to us to handle, but also sent equipment to [redacted].
We weren't notified until October 29, 2015, that [redacted] returned our equipment to Medical Guardian. Once we were notified, a request was put in for cancellation of the account. At that time the Agent started a refund and was notified that the charge had been disputed.
I have no problem refunding [redacted] his money, but due to rules imposed on Medical Alert by the Credit Card Companies, we cannot refund until
a certain time frame has passed. This is not our rule, it is their rule. Once their time period has passed, I will certainly refund [redacted]'s money.
I am sorry [redacted] has experienced this issue. I know that he is not at fault and I also know he wants his refund issued. I will get that taken care of as soon as I am able.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

Dear [redacted],
In response to the complaint filed by the above customer, please be advised that [redacted]'s son ordered the Medical Alarm for him.  Authorization to charge the account was given by [redacted]'s son.  Until the equipment is returned to us, there...

will be no refund. Charges for monthly rental will continue to be billed until [redacted] returns the unit.  We do not pick up our equipment.  
I suggest that [redacted] return the equipment at his earliest convenience.  The shipping charge [redacted] is referring to was never charged.  The equipment needs to be sent to: Medical Alert, [redacted], Broomall, PA [redacted].
[redacted] should make sure he returns the equipment via a carrier that will provide a tracking number.  UPS, Federal Express and the Post Office will all provide a tracking number.  The package should be insured for $350, which is the value of the equipment.
If I can be of further assistance, or if there are any additional questions,  please do not hesitate to contact my office.
Sincerely,
Barbara ** V[redacted]
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 [redacted], and find that this resolution is satisfactory to me.  Please note that they were trying to charge me an additional $350 so I am assuming they were canceling that too.
I am so grateful for you help with this.  Thank you again.
Regards,
[redacted]

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, as long as the check I have received from ConnectAmerica is not returned due to insufficient funds. I realize the chances their check will bounce are not high, but given the circumstances that led to this complaint, I no longer have any trust for this business whatsoever.
I do thank you very much for your prompt action to resolve this matter, and am delighted with your effectiveness! I do not believe the matter would have been resolved without your intervention. I do hope you have some way of investigating this company's behavior, because if my experience is at all typical, they do not deserve the Revdex.com Accredited status that they now enjoy, and which is one of the reasons I contracted with them in the first place. I can only wonder how many other people that they owed money to were strung along like I was until they simply gave up. In retrospect, I know I was very foolish to put up with a refund process that I was told would take 30 days, even after I was assured that I would get a refund. In subsequent phone calls, I learned that there is a review process for those refunds, and as I think about it, I wonder how it can be legitimate to promise a refund, and then have a lengthy review process after that. Are some people promised refunds only to have them refused when they are reviewed? Or is this whole way of doing things actually designed to keep from issuing refunds at all, except to those who are persistent? What does "Revdex.com Accredited" actually mean?
Regards,
[redacted]

Dear [redacted],
In response to the complaint filed by [redacted],
please be advised that both refunds have been issued and the checks are being mailed today.
We did a refund for [redacted]'s account on September 3, but obviously the check was not received. We stopped payment on the check then...

reissued.
I am sorry [redacted] has had such a hard time trying to get these refunds. Generally, we charge until the unit is received so, in this case, the refund wouldn't have been $89.85. However, since [redacted] passed the end of May, and she notified us immediately, I feel a full refund of the $89.85 was warranted.
The refund for [redacted] is for $179.70.
Please extend my apologies to [redacted] and [redacted] for this delay.
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 complaint filed by the above customer, please be advised that I spoke with
[redacted] this afternoon.
**. [redacted] has not returned the equipment.
I explained that we cannot cancel the account until the equipment is returned to us. I...

also
explained that is why she got another invoice.
She completely understands, and is returning the equipment to us this week.
If I can be of any further assistance, or if
you have any additional questions, please don't hesitate to contact my office.
Sincerely,
[redacted]
Customer Resolution Manager
[redacted]

Dear [redacted],
Attached please find the letter I sent in response to the letters received from the [redacted]'s. We did nothing fraudulent as you can see from the copy of the signed contract they emailed with their complaint. I also sent them
a copy of the contract. The contract reads that...

that "FUTURE AUTO DEDUCTIONS WILL BE FOR LIKE TERMS."
The [redacted]'s claim they called to cancel, however, we received no calls from them until October 14 when **. [redacted] stated he called to cancel and was not told to return the equipment. All personnel, whether they are in Customer Service or any other department advise cancelling customers to return the equipment. The payment taken on 9/1/14 was disputed by the [redacted]s and at this point we don't have that money.
There will be no refund for 2013. The Agreement was signed, it states the equipment needs to be returned or it is billed until it is returned.
I am sorry **. & [redacted] are upset, but had we not had a signed Agreement, we would have refunded the money. We do have the signed agreement and **s. [redacted], I am sure, read it before she signed it and knew exactly what the terms were.
Sincerely,
Barbara *. V[redacted] Connect America/Medical Alert

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that the equipment was received yesterday, and a refund was processed back to his credit card today.
I know it probably sounded ridiculous to [redacted] that we wouldn't refund until the equipment was...

received, but I know of no business that will issue a refund without the returned goods.
I am sorry the units didn't work for him. I hope that he proceeds to get coverage with a different type of unit from another company. It is important that [redacted] be protected, no matter who it is with.
I would also like to apologize for any mistreatment he endured. That is not what we are about. If he can provide me with information as to who he spoke with, I will pull those calls and forward them to the Manager of the Customer Care Department.
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

I haven't had to use it. I think the response when I test it, is a little slow.

Dear [redacted],
In response to the complaint filed by [redacted] on behalf of [redacted], please let [redacted] know that **. [redacted]'s account, with us, was the result of an acquisition, and **. [redacted]'s account has only been with Medical Alert since March, 2014. The original company **. [redacted]...

was with is a company named [redacted].
I have checked **. [redacted]'s account, and it is canceled. There was a $59.90 balance on the account which I credited. There may be one more item that was mailed yesterday, she might receive.
However, the account is now canceled with a zero balance.
Please let [redacted] know that we don't take advantage of the elderly. We protect them.
Please extend my apologies to [redacted] for the telephone problem. I believe that one of the people who answered the telephone didn't listen to [redacted] closely enough, and that is why she was transferred around.
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]
Customer Resolution Manager
Medical Alert

I agree with the "0" ratings others have given this company. This company initially did not send me the equipment I discussed and ordered from the sales person. I allowed the salesman to persuade me to pay for a year in advance in order to get a "free month." DO NOT EVER DO THIS!!! It trapped me into playing games with their owner and customer service manager for three months.
When I realized I had the wrong equipment and called to exchange it about two weeks in, I was promised an exchange would arrive by the weekend. Ten days later it had not arrived. I called again. Promised it would be shipped immediately. It did not arrive. Called again. Told it still had not shipped. Wrote to President of company (because I could see that their service people were totally untrustworthy) and told him I wanted out of the deal completely and asked for his help. He sent my letter back to the customer service manager. She did not answer my letter until almost a month later. Meanwhile, the replacement stuff came. I went ahead and plugged it in, still waiting to hear how I could end this whole deal. When she finally answered, she totally ignored my request to cancel.
After several more letters, she said that they had a new system, and they did not even know whether or not my order had shipped until I called. I reminded her that I had asked to cancel in my very first letter. Then began the games: "Send back the machine or we will not give you a refund." (No instructions on how to send it back.) Three more letters and two more weeks before instructions arrived. Sent machine back. No acknowledgment for two more weeks. Finally she says she is in the hospital and no one is doing her job. Then she says I didn't send back the original equipment. More time passes till she finally admits she found the original machine I had sent back months before. Now she says two pieces are missing from the second machine I sent back. More letters, more time passes, more excuses. Finally, she admits everything was returned.
She then keeps money for all the time she delayed my cancellation for their failure to provide adequate service and makes up an accounting based on charges for equipment when the salesman clearly told me there was no charge for equipment.
I can't figure out if they are all crazy and crooked or just crooked, but they definitely are a company TO BE AVOIDED. Like one reviewer said, TAKE YOUR CREDIT CARD AND RUN FAR AND FAST!!! You cannot believe one word of anything they promise to do. They will do whatever they want with no regard for agreements, promises, fair business practices, ethics, morals or common decency.

Dear [redacted],
In response to the complaint filed by [redacted], please be advised that a refund for $59.90 was applied to the checking account from which the payment came on October 13, 2015. Since the unit was not received until August 3, and notification was more than half way through the...

month of July, there would be no refund for July.
Please express my sympathies to [redacted] for the loss of her Mother-in-law. I hope this answer will assist [redacted] in finding the refund on the checking account.
If there is anything further I can do, or should there be additional questions, please don't hesitate to contact my office.
Sincerely,
Barbara *. V[redacted]
Customer Resolutions Manager
Connect America/Medical Alert

My mom has alerted Medic Alert a number of times when she has fallen. Medic Alert staff answered immediately and notified family members right away. They are so caring and know how to respond to an emergency and get help immediately. I am so happy with their service and highly recommend them. I thank them for their Wonderful service.

money well spent to ensure my mothers safety I can rest easy knowing alert is there for her

Billing or Collection IssuesBilling or Collection IssuesselectProblem: contacted you before complaint [redacted] and this was resolved. But they have continued to send her bills. I (Her daughter) called them directly and they said that they were canceling the account and clearing it. I am contacting you mainly for proof that something was done if she continues to receive bills and charges. Thank you for your helo in this matter.TranslateDesired Resolution / OutcomeDesired Resolution: No further contact by the businessNo further contact by the businessselectDesired Outcome: that she will no longer be billed. she is older and gets very stressed over things she cannot understand.

Dear [redacted],
In response to the rejection filed by [redacted],
I am attaching the Central Station History for **. [redacted]'s Medical Alarm. As you can see, the last test signal we received was April 27, 2014 at 20:01:47 from **. [redacted]'s phone number. If the phone had been disconnected, there would have been no test signals on this account. Per the History, **. [redacted] pressed the button accidentally in December or 2013. I am also attaching a copy of the signed agreement, indicating that the unit is billed until it is returned.
I understand that [redacted] ordered the equipment, but **. [redacted] was the person who used it and signed the contract. We have many customers where the child pays for the equipment and it is sent to and used by the parent.
Since there was a balance due on the account, I felt I was being fair to credit it off.
I can do nothing further for this customer's daughter. I have provided proof that the unit was plugged in and a copy of the signed contract.
If you have any further questions or if I can be of additional assistance, please don't hesitate to contact my office.
Sincerely,
[redacted]
Customer Resolution Manager
Medical Alert