Connect America

Dear [redacted] ***, In response to the complaint filed by [redacted] regarding a refund, please be advised that a check for the $has been cutThe check was printed on March and was mailed last weekIn reality, the refund should have been $However, the suspension was not explained to [redacted] as it should have been I am sorry for the delay in answering this complaintIf there is anything further I can do or if there are additional questions, please do not hesitate to contact my office Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear [redacted] ,In response to the complaint filed by [redacted] , please be advised that the refund was processed and I have requested the check be cut and be sent over night to her The tracking number is [redacted] The refund was for $ [redacted] is questioning the amount of the refund, so I will explain She is correct she paid $ However, $of that amount was for expedited shipping That left a balance of $which represents months of monitoring Her last two months were free We charged her three months monitoring for the time she had the unit and the three month minimum which she agreed to when she signed up with us If we deduct the $for the $299.50, the balance due for refund is $209.65, which is what is being refundedI apologize that this refund was not done timely I have read the notes and I believe that there was a problem with the follby an Agent This is something we are addressing with this Agent and I can only apologize to [redacted] for such a long delay.If I can be of any further assistance, or if you have any questions, please don't hesitate to contact my office.Sincerely,Barbara *V [redacted] ***Customer Resolutions ManagerMedical Alert

In mid March of this year, 2016, I ordered a Medical Alert deviceA 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 deviceI returned the device in good order on May 10th, and received a Post Office tracking receipt with delivery promised on May 12thOn May 16th I contacted the P.Oand was told that my package was delivered on the promised date at 10:a.mI emailed the company, asking acknowledgement of their receiving it, and a CREDIT to my VISA accountThey did not respond Another email was also ignoredOn May 24th I PHONED Medical AlertA representative acknowledged receipt of the device, promised a full refundI 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 looseI'm not done! When my VISA finally arrived, the refund was SHORT $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 meAnd 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 FlashlightI did have the consultation with "Zack", an EXCELLENT sales rep, but I never received the Key Chain FlashlightA small matter, but just another example of how ALERT this company isBeverly B [redacted]

Dear [redacted] ***, In response to the complaint filed by [redacted] ***, please be advised that a refund of $was processed back to the credit card on September [redacted] is correct that she didn't get anything as she canceled the order before it shipped There isn't anyone in our organization that is allowed to speak to a customer in any way but respectfully and professionallyPlease extend my apologies to [redacted] ***I am unable to locate a Nikolas in our employee data baseHowever, please rest assured if I do locate this person, they will be severely reprimanded If there is anything further I can do, or if there are any questions, please don't hesitate to contact my office Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager Connect America/Medical Alert

I've been very happy with this product and Connect America

I have reviewed the response made by the business in reference to complaint ID [redacted] , and am satisfied with the resolution although I find the various explanations by the company to be specious If I understand correctly, they seem to be charging $a year for the provision of a card? And the card, for which they were still trying to charge fees in 2014, was dated May and had an out-of-date address for the client, out-of-date phone number, and out-of-date phone number for the emergency contact The information was never updated because we canceled the service in March when my mother moved to a senior-living facility Clearly the card in question was not in use I also find the supposed explanation as to why bills would be generated from different addresses to be inadequate The fact that the two invoices, issued a month apart, came on letterhead of two different company names, with one not clearly identified as the collections department of the other, can be characterized as intentionally opaque Finally, the excuse that the person who on two occasions was supposed to take care of canceling these bills did not do so because they "dropped the ball" is too easy an explanation to make for a company aiming to be responsible for senior citizens' emergency response services I am grateful that my mother is now in a supervised care situation and that we have (I hope) finally extricated ourselves from any dealings with Connect America I thank the Revdex.com for their assistance Regards, [redacted]

I don't like the new type wristlet,Therefore I can only give a

[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] ***

Dear [redacted] ***,In response to the complaint filed by [redacted] ***, please be advised that on 9/18/15, on a recorded call, [redacted] indicated that she wanted to cancel We gave her return instructions at which time she said she will not pay to return the equipment and hung up We have never received our equipment back All calls and collection attempts were warranted since the equipment is billed until it is received.With this information provided to you, I will also let you know that we have canceled this account and written off the balance as of June 16, There will be no further attempts to collect any money or try to obtain our equipment from [redacted] ***.If I can be of any further assistance, or if you have any questions, please do not hesitate to contact this office.Sincerely,Barbara [redacted] V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

Fortunately I only had to call once and that was to report my 'call button' had fallen out of it's little 'cage,' so it was no longer usable A new one was sent to me immediately In the meantime, I did wear the bracelet Thanks for the prompt response

Dear [redacted] ***, In response to the complaint filed by [redacted] , we issued two refunds for $eachThere were also credits that were applied to her accountWhile speaking with her, we offered to suspend her account billing due to the problems she has hadShe was also promised a Gift Card which was never receivedAn email was sent to that Department to send the Gift Card right away I believe this complaint is now resolvedIf you have 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 have issued a full refund in the amount of $ The refund has been put back on her credit cardShe should see four separate refunds in the amount of $each in a couple of days If there are any questions, or if I can be of additional assistance, please don't hesitate to contact my office Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager Connect America/Medical Alert

I haven't had any problems that weren't my ownThe speaker button is very sensitive and I've accidently set it off several times, but it is working beautifully and I feel very secure having this serviceMy family is happy with it too

Dear [redacted] ***,In response to the complaint filed by Barbara Walker, please be advised that I contacted [redacted] I advised her I would have the account canceled I also processed a refund for $ This refund is being sent via a check, our check #*** I also apologized to [redacted] for the issues she had encountered while trying to get this resolved.If there is anything further I can do or if there are additional questions, please don't hesitate to contact my office.Sincerely,Barbara [redacted] V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

Dear ** [redacted] , In response to the complaint filed by ** [redacted] , I just wanted you to know that I called himI told him that [redacted] was going to make arrangements to pick up the Medical Alarm, and return it to usI asked ** [redacted] to call me when they do and give me the tag (routing number)Once I see the unit is on its way back, I would process the refund I apologized to ** [redacted] , this shouldn't have happenedHad his request to cancel been handled properly, the unit wouldn't have shipped and the refund would have been issued If there are 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

Dear [redacted] ***, In response to the complaint filed by [redacted] , please be advised that this account is closed with a zero balance I don't know why the account was not canceled when the equipment was returnedI can only believe it was a mistake on the part of our Returns Department for not logging in the equipmentPlease express my apologies to [redacted] for this issue There should be no further contactI will be contacting our Marketing Department to remove [redacted] 's name and address from any further mailingsI will also have the telephone number placed on the DNC List 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 Manger Connect America/Medical Alert

Dear [redacted] , In response to the complaint filed by [redacted] ***, please let her know how sorry I am that she has gone through this aggravation I processed the refund todaySince the unit was not compatible with her telephone, there should have been no question about whether a refund should be issued or notWhoever she spoke with, did not read the notes on the AccountThey clearly state that the unit was not compatible with her phone system She should see the refund in a few days as a credit to her accountAgain, please extend my apologies to [redacted] *** If there is anything further I can do, or should there be additional questions, please don't hesitate to contact my office Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager Connect America/Medical Alert

Dear [redacted] , I am in receipt of the complaint filed by the above person I have checked the account, and the [redacted] package was refused by ** [redacted] on our instruction That just happened today Once the unit is back to the Company, the account will be canceled and a refund will be issued We cannot cancel the account until the unit is received I did call and leave ** [redacted] a message regarding the above information I am not quite sure why she contacted you, but I can only assume it was because the Salesman didn't call her back However, she did speak to one of our Service Techs yesterday who advised her to refuse the package As I stated previously, once the package is logged in as received, a refund will be issued If I can be of any further assistance, or if there are any additional questions, please do not hesitate to contact my office Sincerely, [redacted] Customer Resolution Manger Medical Alert

Dear [redacted] ***,In response to the complaint filed by [redacted] , please be advised that I pulled our call log for the last thirty days There were no calls from any of the numbers on [redacted] 's account Our log records all incoming and outgoing calls by phone number, date and time Whether they are answered or not, the record is in our log.I spoke to [redacted] on March I told her I would split what was paid for the annual fee Since she said they are unable to locate the Medical Alarm, I would refund $and keep $for the lost unit fee However, we do have a signed agreement and didn't have to make this settlement Upon receipt of the fall detection button, I will process a refund for half of the payment.If I can be of any further assistance, please don't hesitate to contact my office.Sincerely,Barbara *V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted] , In response to the complaint filed by [redacted] , please be advised that the Medical Alarm unit was received in our office on May 7, The unit was billed for an annual of $to cover March 1, through February 28, The billing that is owed is $for March and AprilThe unit was plugged in until April 27, 2014, therefore, we were paying for monitoring until the date it was returned In order to resolve this issue with [redacted] , I will credit off the balance dueHowever, whether her Mother was in her home or not, the unit wasn't unpluggedIn working with the elderly, I know that unplugging the unit and returning it is probably the last thing on a relative's mindI would like [redacted] to understand that we did provide service until the time the unit was unpluggedThe service agreement is automatically renewable and there was no call or return of the equipment to indicate that our service was to end If there are 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