Connect America

Its fine.

I acquired the Medical Alert. I returned the equipment intact after several months of use. The company confirmed receipt of the equipment, and the charges stopped in April. After two months, I noticed charges for $39.95 on my credit card. I called the company that had initiated charges (Forte Paypac). First they denied having charged my credit card. Then they said they don't know which company initiated it. Once I told them that I had similar $ amount charged by MedicalAlert, they admitted that the the charges came through from them. The charges were showing up on my American Express CC statement as 4TE*Connect America and 4TEMedicalAlert. I have since called the company twice. Today they finally admitted to charging me fraudulently and they said they will issue a credit for the months of July and Aug 2015, but this may take up to 30 working days!!! In addition, I already got a notice from my Amex that there is a charge for Sep. 2015, but the representative said it does not show up on her system so she can not stop it!!!
I wonder if this company just expects to get away with fraudulent charges since most of their clients are senior citizens and have someone else taking care of their bills or they might not notice. Very dishonest!

Review: I ordered a medical alert system for my mother-in-law which was activated on Mach 11, 2013. The monthly service charge was advertised as $39.95. Connect America debited my checking account for 3 months in advance on February 22, 2013 in the amount of $129.35. Two more debits were made in the amount of $119.85 each on June 10, 2013 and September 10, 2013. I returned the medical alert system in the original packaging to Connect America and it was received by them on September 16, 2013 (per USPS tracking). I called and spoke to [redacted] at Connect America on September 18, 2013 and was told that they had not received the unit but as soon as they did I would be sent a refund within 30 days for the unused portion from the debit they made on September 10. On October 25, 2013 I called Connect America again and was connected to their voice mail. I left a detailed message but never received a return call. On October 29, 2013 I called and spoke again to [redacted] who confirmed that the unit had been received on September 18. I asked when I could expect the refund I was told within 30 days. I reminded her that she told me the same thing almost 6 weeks earlier and she again said it would be another 30 days. I asked how much the refund was for and she said she did not know. I told her that her answers were unacceptable and she said there was nothing more she could do.Desired Settlement: I would like a refund in the amount of $119.85 for the 3 months that they charged me for when the unit had already been returned to them.

Business

Response:

Dear [redacted],

Review: Please be advised that I dispute the billing amount you claim that I owe and it is my contention that I am due a refund from youThe following are the pertinent facts and dates involved.BackgroundI agreed to use your Medical alert product at a monthly cost of $on 12/11/I received your product on 12/23/According to your first bill (which I paid), you charged me for the entire month of DecemberHow is this possible when I received your product at the end of the month?2.After my mothers passing, I called to discontinue the serviceI was told that you could not discontinue the service until your product was returned to youI sent the item back via [redacted] Day Priority Mail, on April 25, This package was received by you on April 28, 2014, tracking # [redacted], (copy attached).3.You claim that you received your product back on June 23, When I called to dispute your bill, I was told that quite often bereaved people are often upset and confused (very condescending) and I had to prove that I returned your product in April (See attached tracking receipt).ResolutionI have paid your company $in December, 2013, plus an additional $on Mar 2, You have billed me an additional $on 6/1/14, which I DO NOT intend to pay.2.It is my contention that You Owe me a refund for the December monthly charge, I only had your product for daysPlus any and all charges from April 28th, the day you received your product backThis refund is from the Quarterly charge of $that I paid on March 2, Plus the elimination of your $past due bill.3.Please remit to me your refund of $(estimated) for Dec & Apr (partial) plus May & June.I DO NOT WANT THIS HAPPENING TO OTHER SENIOR CITIZENS!!!Desired Settlement: Medical Alert to acknowledge I do not owe this amountand refund the amount they owe me
Business
Response:
Dear [redacted],
In response to the complaint filed by [redacted],
I have looked at the account and am attaching the tracking showing that the unit was received on December 20th and not the 23rdHowever, that isn't importantI agree that [redacted] shouldn't have been charged for December, however, the billing begins when the unit is shippedThat said, I adjusted, for my information, the billing to cover Jan., Feb., MarApr., May and JuneTherefore, there is a refund that I have put through for which will cover May and JuneThe unit was received on April 28, so there is no refund for AprilThe refund will take a little longer than usual because the charge was more than days ago and has to be differently
The $that [redacted] refuses to pay covers the Fall Detector Pendant that was not logged in as
returnedI have credited the $off of the accountShe should receive no further billing on that
I extend my sympathies to [redacted] for the loss of her MotherI am not being condescending, I lost my Mother also and I know how that feels
If I can be of any further assistance, or if there are any additional questions, please don't hesitate to contact my office
Sincerely,
Barbara *V[redacted]
Customer Resolution Manager
Medical Alert
Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's responseIf you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to meI look forward to receiving my refund and I am pleased that Medical Alert will keep their promise.Thank you for all your help
Regards,

Review: My Brother ordered a Medical Alert device from one company ([redacted]) but received a device and was charged from another company (Connect America) before the first device reached us. He is mentally challenged and is not able to provide the company with account #s, but they say he approved it. Not so....but they charged his banking account with a draft already. A few days later after receiving the first device, I receive a call saying they would be shipping a different one and I should return the Connect America device via [redacted] and they would pay shipping.

When I called to rectify the situation, I was told by Connect America they would not pay shipping and I had to insure it for $350. I am returning the alert device to them.Desired Settlement: I am asking that Connect America pay all shipping and insurance charges as well as refund all past, current, and future charges.

Business

Response:

Dear [redacted],

In response to the above complaint, I spoke with

[redacted], [redacted]'s sister. I apologized for the

problems she has had.

I emailed her with my address and asked that

she send me the shipping receipts. I will gladly refund her for the return of the equipment. As she stated she was told we would supply a return shipping label. The next person she spoke with said we wouldn't. Had the person who promised that return label put notes in the system, this wouldn't have happened.

I also advised [redacted] that we don't have the recording on this sales call as it was done by one of our partners who doesn't record the calls.

I believe that this complaint is resolved. If I can be of any further assistance, or if there are additional questions, please don't hesitate to contact my office.

Sincerely, [redacted]

Customer Resolution Manager

Medical Alert

Review: Contracted on 4/1 for a 90 day agreement for a medical alert device for $39.95 per month plus $9.20 shipping (Total $129.35). Was promised by [redacted] ###-###-#### an Email confirmation, an Email brochure and a shipment Email with a tracking number. Nothing took place and I called and was reassured by **. [redacted] that everything was ok. Nothing happened. On 4/4 I inquired again and spoke to [redacted] who was very sympathetic to my predicament and put me thru to [redacted], a manager. [redacted]'s opening remark was "I want you to know that I just listened the the entire 26 minutes conversation that you had" Whoa, what a salvo!Based on his approach I asked him to cancel the deal and he told me to call "billing" first thing n Monday to stop the shipment. Billing was not the dept. to handle my issue and they transferred me to another sour grape who reluctantly told me that the shipment was canceled and that a credit would be issued for $129.35 to my bank account. Nothing, and lo and behold, today 4/9 I called them to inquire about the refund and "[redacted]" said that it would not be issued until the shipment that had been delivered a 1:49 PM today (without a recipient's signature) was returned.Gentlemen, I just want my $129.35 back, I am a 73 years old retired accountant who can't afford to give money away. I am grateful that I will never have the opportunity to use their medical alarm.Thank you!Desired Settlement: $129.35 credit to my [redacted] credit card .Thank you.

Business

Response:

Dear **. [redacted],

In response to the complaint filed by **. [redacted], I just wanted you to know that I called him. I told him that [redacted] was going to make arrangements to pick up the Medical Alarm, and return it to us. I 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 happened. Had 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

Consumer

Response:

[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]

Review: [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,

Business

Response:

Dear **. [redacted],

I am totally confused with this rejection. I called **. [redacted] and advised him that we had [redacted] reroute this unit back to us.

A label was emailed to him, but it wasn't needed since we were able to get the unit turned around.

The refund was issued for $129.35 on April 11, based on the fact that the unit was on its way back to us.

I don't believe that we needed to do anything further since this account is now closed with a zero balance.

If I can be of additional assistance, or should you have any further questions, please do not hesitate to contact my office.

Sincerely,

Medical Alert

Review: On 3/7/14, I came across a flyer advertising the Medical Alert System (the MAS). On 3/9/14, I called ###-###-#### with the intention of requesting a brochure. I spoke to a customer sales rep named [redacted] and asked that a brochure be sent to me. He told me that he could answer any questions I had about the product. He explained how the product works and the advantages to subscribing to the MAS, then he asked me for my credit card information, full name, age (57), address and phone number. I asked him how will I be billed and he said that there would be an initial charge of $39.45 on my credit card once the MAS was activated ($29.95 plus $9.50 for S&H.) After that I would be charged $29.95 monthly. I asked him how much a years subscription would cost me and he said $329.45. I said ok, but I would like to start with a monthly subscription. He also said that if I was not satisfied there is a money back guarantee. On 3/17/14, I called **. [redacted] to inform him that I needed to cancel my subscription effective immediately. My son had purchased a subscription in my name for a similar device called [redacted] as a gift for me and since I will be using the [redacted] System, I no longer had need for the MAS. **. [redacted] said that he would connect me with customer service. The phone connection was lost right after he said that. I dialed customer service myself and was connected to a customer service rep named [redacted]. When I explained my situation to him, his tone of voice seemed aggressive. He suggested that I should have my son cancel his subscription that he had set up for me with [redacted] because the MAS subscription was cheaper and he insisted that I tell him how much the subscription to [redacted] was going to cost my son. He also suggested that I have my son call him so that he could explain to him how much money he would be saving by switching to the MAS. I explained to him that I didnt know the cost of the [redacted] subscription because it was a gift. I listened to [redacted] argue for another minute or so then I pleaded with him to let me know what I needed to do to cancel the subscription. He told me that when I receive the MAS (I had not received it yet) to send it back to the address on the back of the box and make sure to have it insured for $350.00. He said that once the MAS was returned, the subscription would be cancelled and my money refunded. On 3/19/14, I mailed the first letter to the MAS corporate headquarters requesting cancellation of my subscription and a full refund. On 3/20/14, [redacted] left me a voicemail asking me to call her back so that she can provide me with the instructions for retuning the unit. I called her back but spoke to "[redacted] instead who gave me the instructions for returning the MAS. On 3/21/14, I received the MAS. On 3/29/14, I mailed the MAS back unopened, unactivated, and undamaged according to the instructions. On 4/2/14, I received my credit card statement showing that I had been charged for a full years subscription of $329.45 instead of the $39.45 (which includes the $9.50 for S&H) that was orignally quoted to me. On 4/18/14, I mailed a second letter to the corporation requesting a full refund and cancellation of my subscription. On 4/30/14 "Susan" called and said that I would be refunded only $299.50 because they received the MAS on 4/1/14 and are charging me for a month's use of their product. I want my full refund of $329.45 not $299.50.Desired Settlement: I am very disappointed and upset that the company chose to resolve this matter in such an arbitrary way. To date, I have spent $359.45 (which includes the postal costs associated with my correspondence to the company, additional mailing to the copied agencies, the cost of insurance added to return the MAS, plus the full subscription price which was charged to my account) in trying to resolve this problem without resorting to legal intervention. I no longer have an account with the credit card that the subscription was originally charged to and request that my full refund of $329.45 plus the additional $30.00 (in postal costs) be sent to me in the form of a certified bank check with a letter signed by their corporation president apologizing for the hassle and acknowledging that my subscription has truly been cancelled.

Business

Response:

Dear **. [redacted],

In response to the complaint filed by **. [redacted], I listened to the sales call. She stated she received a brochure and wanted to learn more about the system. The Rep. explained everything to her, as she requested. **. [redacted] opted for the annual billing due to the free month, free shipping and free button. That is why she was charged $329.45. She never mentioned that she wanted to be billed monthly to start with.

The unit was received by her on March 19 and returned to us on April 1. Since it didn't fall within the time frame to get a full refund, a refund was issued for $299.50. However, I will refund the other $29.95 because the time frame from delivery to her and return to us was not a very long time at all. The refund of the $299.50 was processed on 5/8/14, and she should see it on her account in a couple of days. As I stated, I will process the other $29.95 and that will be done today.

I am sorry that when she called Customer Relations,the Agent gave her a hard time

about canceling and going with [redacted]. That shouldn't have happened.

If there is anything further I can do, or if there are additional questions, please don't hesitate to contact my office.

Sincerely,

Customer Resolution Manager

Medical Alert

Medical Alert is fantastic. A couple of times I have accidentally hit the button for help, and each time the person answering has been kind, understanding, patient, and letting me know that they are there to be helpful.

I haven't had any problems that weren't my own. The 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 service. My family is happy with it too.

I want to stop the service of a $10.00 that I carry around in my pocket book. I want to keep the home service. Thank you.
If you wish to call me my number is [redacted]

Had trouble getting started , but everything is fine now. The first unit would not receive a signal. An upgraded unit was then provided and is doing fine now. Thank you.

Review: This company charged my credit card for an automatic annual renewal fee in the amount of $359.40 on June 1st, 2012. I contacted this company at that time and cancelled the service and returned all equipment which UPS delivered on July 12, 2012 but to date they are refusing to refund my money for this unauthorized automatic renewal.Desired Settlement: Receive a full refund to my credit card.

Business

Response:

Dear [redacted],

Review: We had a Medical Alert system for a short while. Didn't like it and returned it the end of Aug. 2012. Our account was closed in Sept. 2012. We keep geting invoices for payment. They keep telling us they will fix the problem. Next month, another bill. On the phone for 45 min. to speak to a person who told us for the umteenth time that the problem will be taken care of. I am worried that my credit will be damaged by this. Please have them correct their billing system so we are no longer hasseled.Desired Settlement: Fix the billing problem. Stop sending us bills.

Business

Response:

Dear [redacted],

Review: Although someone is always available to accept new business, all other options lead nowhere. It is impossible to terminate this service, talk to billing department, or any other function, except new business. It's like the 'hotel california' by the Eagles, once you check in, you can never leave. On one occasion, they made the mistake of answering the phone, and once they realized it wasn't a new sale, they continued to talk over me. When I tried to raise my voice to be heard, I was simply hung up on.Desired Settlement: My mother passed away, I'm trying to disconnect this useless service, but they wont respond. I would like a prorated refund to the date of her death(June 8, 2013). I have not yet found the documentation for what my mother has already paid for, but when I do, a larger or smaller refund might be required. It would be a whole lot easier if they would just respond. I have thousands of documents to go through, and my mother was meticulous about record keeping, it is only a matter of time till I find the documents I'm looking for.

Business

Response:

Dear [redacted],

Review: On August 20, 2013, the unit which connnects me for emergency help with Connect America failed to work. The emergency button did not respond when it was pressed. I called them for tech support and was put on hold for two and one half hours. When I finally reached a service person he did not test the unit, and he was rude and stated that he didn't believe anything was wrong with the unit. He just kept repeating,"I don't believe you," over and over again when I tried to explain what had happened to the machine. It scared me to think that the company was so careless of its customers. I sent the unit back .Desired Settlement: this company deals with people's lives in emergency situations. they are careless and almost hostile to any requests for help with non- functioning equipment. They are incompetent and scary

Business

Response:

Dear **. [redacted],

Review: Delivery of medical alert unit accepted on 10/17/13. Unit arrived several days later and needed to be installed. Installation was delayed because health issues. Connect America notified by consumer in Dec and installation would probably be handled by end of January 2014. Bank charged account for connect America $89.85 (3 months billing). Cancellation attempted January 2014 when CA persuaded consumer yo accept another month that not need installation. Unite arrived in several days, Bank statement showed 104.85$ by Connect America. (34.95$ monthly) The unit mention 1/31/14. CA has sent me contract for both units that have never been signed or returned to them. The first contract shows quarterly billing that I do not remember approving. The second contract shows $34.95 monthly charges. A stop payment order had been filed with the bank- [redacted] Bank- ([redacted], mo [redacted]) checking acct number [redacted] and [redacted]. CA did not have any written contract when my bank was accessed twice. They do not have them now. One month billing is specified on receipt still in my possession. The stop payment order was for 104.85 ( 3 months payment) for their contract showing monthly payments of $34.95)

Bank showed 2/8/14 not up with stop payment of 34.95$ monthly.

Both units have been returned to CA through [redacted] about a month ago. Promised refunds 89.58 104.85 and stop payments of 35$/ mo. They never been received.Desired Settlement: Refund of bank check 104.85 copy of unsigned contract shows monthly payments of 34.95 refund of bank check for 89.95. 35.00 stop payment the pain and suffering considered. I'm 82 years old this was abusive.

Business

Response:

Dear **. [redacted],

In response to the complaint filed by **. [redacted],

she was well aware that the charges would be debited from her account. That is one thing that is resolved when taking the order for the units.

**. [redacted] has not returned the second unit. We did receive the first one back, and as with all of

our equipment, it is billed until it is received in the office. If **. [redacted] has a tracking number for the second unit, if she provides it, I will gladly track it.

I understand that she didn't sign the contracts, however, had she plugged in one of the units and pressed the button, we would have responded, signed contract or no signed contract. It makes me wonder how she would feel if there was no response in time of need because there is no signed contract.

I am willing to work with **. [redacted], but she has had the first unit since October and the second unit since early February. She will need to contact my office once we have the second unit back and I will agree to negotiate a refund.

If you have any further questions, or if I can be

of additional assistance, please don't hesitate to contact my office.

Sincerely,

Customer Resolution Manager

Medical Alert

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

Dear **. [redacted],

I am in receipt of the rebuttal from **. [redacted]. She not only was not told to send the unit back with no tracking number, she didn't call to say she was sending back the unit. She called on the first unit and was told to get a tracking number.

She didn't call on the second unit, but should have known that a tracking number was needed on the second one if it was required on the first unit.

I will cancel the account, but there will be no refund since we did not receive the second unit.

The cost of a lost unit fee is $350. The total of the $88.95 and $104.85 is $193.80, so **. [redacted] is getting a break on the lost unit fee. If this is agreeable, I will need to know right away so that we can close this matter. Once the account is closed, **. [redacted] will receive no more calls.

Sincerely, [redacted]

Customer Resolution Manager

Medical Alert

Review: I COMBINED MY HEALTH SYSTEM WITH A SECURITY SYSTEM COMBINATION. LESS MONEY THAN BOTH SYSTEMS. ON OCT. 29, I SENT THE SYSTEM BACK. HUSBAND WAS IN HOSPITAL AND I WAS IN A HURRY.I FORGOT THE RECECT FOR IT. I MAILED THE ITEM BACK.I CALLED THE COMPANY ABOUT THE PACKAGE. I WAS TOLD IT WOULD BE 2 WEEKS TO PROCESS. CALLED IN 2 MORE WEEKS. "OH, WE DONT HAVE IT" IT COULD TAKE 30 DAYS. CALLED BACK AFTER NOV. 27. WE STILL DONT HAVE IT. IT MAY TAKE 45+ DAYS TO PROCESS.WITH HOLIDAYS AND VACATIONS, IT MAY TAKE LONGER. THEY HAVE NOW TAKEN 2 PAYMENTS OUT OF MY ACCOUNT OF $34.95. THEY WERE TO STOP AUTOMATIC WITHDRAWAL. BUT DID NOT. I HAVE TALKED TO SEVERAL PEOPLE IN THE LAST 2 MONTHS. IT WAS ALSO FAXED TO THE COMAPNY THAT I WAS STOPPING MY ACCOUNT THE DAY I TALKED TO THE SALES PERSON WHO SOLD ME THE NEW S. THEY STILL TOOK MONEY OUT.I FILL THEY ARE GIVING ME THE RUN AROUND. I FAXED THEM THAT I WAS STOPPING THIER SERVICE WITH A NEW ONE.THE DAY IT WAS INSTALLED. I HAVE HAD THIS MEDICAL SYSTEM FOR 3 YEARS.Desired Settlement: JUST THE REFUND OF TWO PAYMENTS OF $34.95. AND ANY OTHER MONEY TAKEN OUT SINCE OCT. 15,2014.

Business

Response:

Dear [redacted],

In response to the complaint filed by [redacted], I have researched the information provided. The Medical Alarm was received on October 31. There were two payments received that she has questioned. The first payment was on 10/29/14. That payment covered the October 1 invoice. The 11/29/14 payment covered the 11/1/14 invoice. This payment has been refunded and a check will be issued and sent to [redacted] today.

Unfortunately, our Cancellation Department is behind and a refund would have been issued much sooner had [redacted] had her tracking number.

I understand that she forgot the receipt, but we are unable to take a client's word stating they returned the unit. You would be surprised at how many people say the returned the unit and actually did not. With the tracking number we are able to get the account canceled right away and the refund issued immediately.

I am sorry this was a problem, and know that it is certainly not the Customer's fault that our Cancellation Department is behind in cancelling accounts. Please extend my apologies to [redacted].

Sincerely,

Barbara *. V[redacted]

Customer Resolution Manager

Medical Alert

I have had no negative issues with Medic Alert since signing up for their monitoring system. They have been responsive each month when I check in and fortunately, I have had no medical issues this past year.

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

It works! My wrist band lost it's works somewhere in a casino and I was unaware! And because it kept sending a signal, you continued to try to contact me until I finally heard you when I was in the Ladies Room washing my hands! In the meantime you had sent an E Unit to my house, were unable to reach either of my daughters but reached my sister-in-law. She had to release the E Unit when she realized I was in a casino - great and wonderful response team covered all bases. However - it took almost a full 4 weeks, though person after person assured me the wrist band was "in the mail", to finally get a helpful person to overnight one for me. I contacted you and "complained" and was given an extension of a month on my payment due date.
I will be calling Mobile Alert right after the holiday season. I was NOT notified of a 20% increase in annual costs NOR that my credit card was being charged without my being notified of the increase or the charge to be made! Perhaps I signed some-thing that allows you to do that - if so, that will be changed ASAP.