Connect America

Great company that provides a much needed service

I am a new customer to the Medical Alert company. I have pushed the button on my system by mistake several times and each time the responder has been very gracious and quickly checked my identity to make sure there was no emergency at that time. And the response time has been immediate, so I know that they are ready if an emergency does come up. I feel safe and secure with this company available to help at any time.

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Dear [redacted],

Review: I have contracted this company for my husband who is 90 years old, probably more than two years ago. I set to pay by [redacted] credit card. It was clear to me that I could cancel at any time. I cancelled them last year by telephone. They don't have email addresses! I had someone sending their equipment and I forgot about the issue. Several months later I contract another company that my husband prefer. As a note, we have been living in Rio de Janeiro Brazil in the last 4-5 years. Each year we stay longer and longer there and since last year my husband cannot travel anymore. He is there.

Last november I canceled the second company with no problems and I suddenly realized that Medical Alert continued to charge my credit card every month. I called them from Brazil and they told me that they never received the equipment and that I owe them almost $500 for the equipment. I sent them an [redacted] letter stating that they owe me almost $2000 for charges not used and that I would not pay anything extra to them. I stop payments with [redacted]. They are now taking me to collection! They are a company that probably abuses most of their senior clients. I cannot allowed them to continue doing this. I consider this harassment.Desired Settlement: I want other people to know their practices.

I also want from them a letter of settlement that if they did not receive their equipment is not my fault and that I owe nothing to them.

Business

Response:

Dear [redacted],

Review: I have tried FIVE times to have someone call me to disconnect my Mother's Medical Alert System this month. She is moving on the 16th and will not need it. NO ONE returns my calls, furthter after I wait for more than 10 minutes on the phone, the line goes dead.I have left 5 messages when I was able to, to call back, and again, NO ONE...They were right on the spot when I wanted to sign up, and now, nothing.Desired Settlement: I want to get an explanation on how to disconnect this service by the 16th, and NOT to bill my credit card anymore. I have already been billed for this month (on the 6th)

Business

Response:

Dear **. [redacted],

Review: I was contacted by Connect America to start a medical alert system in my home. After much thought I decided to cancel this service. So far they have taken one payment from my account. I called the representative [redacted] ###-###-#### several times to cancel the service and he never returned my call. When a friend of mine called him he picked up the phone right away!! Very poor customer service. I want the service discontinued immediately and I don't want them to take any more money from my account. I believe they are involved in fraudulent practices and they should not treat their customers this way.

I called the number ###-###-#### and I had to leave a message and no one has returned my call.Desired Settlement: I want them to refund the initial payment that was debited from my account and I want them to discontinue the medical alert service I don't need it.

Business

Response:

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,

Customer Resolution Manger

Medical Alert

Review: The company was told to bill service to mother via a paper bill. The company did not do so, and continued to harass complainant at job. When complainant called collections department and reminded them that she had previously told them to not call her at her office, she was told that she did not do so. She also informed them that the bill needed to be sent to mother, not to her, and they continued to send to her. She also asked for address where she could return unit, and was told that she could not return unit until she paid the outstanding final bill.

Once again, the bill is supposed to go to her mother via mail, but they continue to send her. They wanted her to pay bill over the phone, and when she refused to pay bill over the phone, she was told "so you refuse to pay the bill." and was not given time to answer or ask any other questions.Desired Settlement: Stop calling my office number, call the home number where it is supposed to be billed to at a reasonable hour (prior to 9:00 p.m. central time), but after

I return home from work. (5:30 p.m.) central time. I want them to send the bill, addressed properly to my mother. I want to disconnect from Connect America. I want the address where I can send the equipment via USPS, with a return receipt so that I can verify that they received it.

Business

Response:

Dear [redacted],

In response to the complaint filed by [redacted], please be advised that I checked this account today and the billings were still directed to [redacted] and not [redacted]. I changed that so the invoices go directly to Mary. However, from our notes it appears that the last telephone call to [redacted] was August 14. I also put a critical message on the account [redacted] is not to be called for anything.

I am sorry this was not handled the way it should have been from [redacted]'s first request. It is fixed now and, unfortunately, probably too late.

Please let [redacted] know she can send the unit to:

Connect America, [redacted], PA [redacted]. If she will contact me with the tracking number, I will advise her as to when we receive the unit.

Again, please let [redacted] know just how sorry I am that this was not fixed immediately upon her initial request.

Sincerely,

Barbara ** V[redacted] Customer Resolutions Manager

Medical Alert

###-###-####, Ext [redacted]

Medical Alert provided good service with helpful representatives. There were there if you needed them, but not pushing other services. The most accommodating I contacted in my search for a device.

I respect this company.
Fortunately, to date, I have not had to access the Medical Alert team.
What I highly respect is that they will check in with me using their monitor. This gives me the assurance that it is active.

Love Medical Alert!
It's wonderful to know that help is within reach at any time.

An awesome, competent company!
I highly recommend it. Much better than the one I used to use.

excellent service

Would not be without it. Have had wonderful service and very helpful help. I have had to use it many times, lliving alone I feel it is a necessity.

I was happy/satisfied with provided service.

Excellent customer service. Very prompt, courteous and knowledgeable of our personal situation.

Medical Alert is great! Wonderful service, they don't bother you and try to sell you other products and when you test your device they are right there. My 91 year old father has one and I sleep so much better at night knowing he has this product.

Always answer when alerted, even if it's a mistake. Friendly, helpful and concerned for my well being. Good company to be involved with.

great peace of mind knowing they are there

After two months of effort resulting in NO REFUND after the company received the returned and unused product, Medical Alert wearable device, I wrote to KSL News Television Consumer Producer in my area something to this effect:
I am experiencing a refusal to process my refund with Medical Alert. This is the product that is advertised monthly in the AARP Magazine for seniors. This is a wearable device to be used in emergency situations.
I have been trying to get a refund for the unused service and the returned new device and first three months of service they billed me for since last July. $108.35.
After about 18 to 20 hours of phone calls, emails, and hold time while they gave me a case number labeled "expedited" to their finance supervisor, I am writing you because that is all I can get out of them. Empty promises but NO REFUND.
I can explain the particulars to you at your convenience. I have called the AARP Elder Watch Hotline referral line, and expect their return call back tomorrow. I find it extremely ironic and corrupt that the product AARP advertises monthly in a full page ad in their magazine, is the very product I have to call them to obtain only a referral to an agency that might open a case to protect me from being scammed of my money; through their very organization's advertisement!
Can you please help me receive my refund? I am only receiving a frustrating run-around with no results from these people with a plethora of empty promises and delays each time I call. They do not keep their commitments or promised dates of refund. Now, they are beginning to deny I have called in their call records, hang up on me, and honestly, are becoming increasingly bullying each time I call. My husband is my witness as I am on speakerphone at this point and we are very professionally mannered.
I am a fully capable 53 year old who made this purchase for my 94 year old mother. She refuses to use it, so I only want my money back. I have confirmed their receiving the product via USPS with the tracking number over a month ago, but they won't credit my husband's credit card for refund! There sales people are sweet as sugar when ordering, their billing customer service agents have much different personalities who block being able to speak to a supervisor and I cannot get anything done. I have kept track of conversations in a hand-written log.
I feel really sorry for all the older people who might be getting exploited by this company and their unethical business practices! At this point I feel it is important to call them on their ways and I will be more than happy to go on TV about it.
After ONE CONTACT from the Consumer Producer of KSL TV I received a refund as to which I AM SURE, would of NEVER RECEIVED WITHOUT THE LOCAL NEWS TELEVISION STATION CONSUMER PROTECTION PROGRAMMERS INTERVENTION.

Review: I was sent a Medical Alert System that I did not order . The paperwork said there is a monthly charge of $10. I called to tell them I didn't want it and they tried to sell me on it. The man said they would reduce the rate to $5 a month. I said I wasn't interested. He said I would be charged $150 if I did not send it back. This is a scam that I want no part of. I've read about this happening to seniors in Michigan and am not sure what to do. The paperwork has MedicalAlert with MedicalAlert.com and the other name is ConnectAmerica.com,LLC. The address is [redacted], PA [redacted]. The phone number is ###-###-####. Another phone number on the mailing package is ###-###-####.Desired Settlement: I believe this is a fraudulent practice that should be investigated. When I investigated This company online, one person said when they sent it back, the company sent them another one.

Business

Response:

Dear **. [redacted],