Connect America

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 receivedWe stopped payment on the check then reissued I am sorry [redacted] has had such a hard time trying to get these refundsGenerally, we charge until the unit is received so, in this case, the refund wouldn't have been $However, since [redacted] passed the end of May, and she notified us immediately, I feel a full refund of the $was warranted The refund for [redacted] is for $ 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 this rejection, please be advised that we were advised by [redacted] that both units were returned to usWhen I checked the Central Station, I saw that the Medical Alarm was not returnedAs of 3/11/16, the unit was still plugged in and being monitoredThe device that was not returned, was plugged into the telephone linePerhaps it was assumed that this device was an answering machine with an emergency button on it I received a voice mail from Robin this morning and sent her, via email, a return labelShe indicated that she would ship the unit out tomorrowEven though all equipment is billed until it is returned, I credited off the balance for the March invoice on this accountI am sorry that there was a misunderstanding regarding what equipment needed to be returned If there is anything further 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 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 responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: none of this explanation is factualWhen I originally ordered the unit I clearly explained that my brother with MS falls oftenSo that would be one of the most important functions we neededSales person chose not to explain the optionsBut at that price it appeared to be included since it was discussed and the price was much higher than the going rateI am not suppose to be the expert, that was the job they claimedAlso, at the time of the incident the medical alert on my brothers person did not pick up a signal, much like a cell phoneHe was punching the button for minutes before the call was answeredThen 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 hoursThey both told me this and since this company is obviously not honest, I believe themI was never called by them either the day of the incidentIt doesn't matter if the equipment was working or notIf there was no signal it couldn't work timely enoughI am not interested in a monetary reimbursement from such a businessOther reviews of them on this website clearly explain what kind of a business they areI would better appreciate that this unfortunate incident doesn't happen to someone else or happen at a worse degreeThis response sounds very defensive for not claiming any responsibilityI think that speaks very loudly of their lack of character and concern Regards, [redacted]

Dear Ms***, In response to the complaint filed by Mr [redacted] regarding [redacted] , please be advised that my Associate, Susan B***, called and spoke with Mr [redacted] yesterdayShe apologized for this issue, however, she explained that the system was sending in tests regularly and that Ms [redacted] had not tested her remote button since August, We request that the system button be tested monthlySusan explained to Mr [redacted] the buttons are battery operated and much like a car, if it isn't started in a year, in all likelihood it won't start because the battery is dead We are very sorry that Ms [redacted] laid unattended for hoursSusan advised Mr [redacted] that we would credit off the balance due and we emailed him a return label This is a very unfortunate circumstanceUnfortunately, we cannot force anyone to test their buttons, we can only request that this be done If there are any further questions, or if I can be of additional assistance, please don't hesitate to contact my office Sincerely, Barbara J 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 usI 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] ***,In response to the complaint filed by [redacted] ***, please be advised that the account has been canceled As far as the March invoice, he was contacted for payment on, I have credited that invoice so he should receive no further calls I don't think [redacted] understands that the equipment is rented and that is why there was additional money collected This would be no different than having a car or some other object leased and not using it The payments are still dueI am sorry that [redacted] feels we care only about the money That is absolutely not true When [redacted] pressed the emergency button, we responded and sent Medical Assistance That is what we are here for The monitoring is not disconnected until the equipment is in our hands due to liability issues Since the Monitoring cannot be canceled, we continue to pay for that service.If [redacted] has any questions, or if I can be of further assistance, please don't hesitate to contact my office.Sincerely,Barbara ** V [redacted] ***Customer Resolutions ManagerConnect America/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 I don't agree with respondent, but will dr o p the matter Regards, [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

My mom has alerted Medic Alert a number of times when she has fallenMedic Alert staff answered immediately and notified family members right awayThey 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 themI thank them for their Wonderful service

[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 I had thought that MsV [redacted] would have access to the Desired Outcome/Settlement as well as the Complaint Details in the statement I filed with the Revdex.com, and would therefore be aware of my request for a refund of prepaid services upon return of the equipment In any case, I accept Ms V [redacted] ***'s assurances in this regard, and will proceed on that basis Thank you again!Regards, [redacted] ***

[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] for [redacted] ***, please be advised that I spoke with [redacted] yesterday She very graciously emailed me the proof of delivery of the Medical Alarm EquipmentI have credited off the Invoice that we were calling both *** [redacted] and [redacted] about I have also contacted our Phones Department and Collections Department to put this account on our DNC List I am so sorry this happened [redacted] stated that she had faxed this information over several times and also requested to scan and email She was advised by whoever she spoke with that they were unable to receive scanned documents through email I am not certain why that would be, as I know that I can receive them and so can our main Billing Email It might be in their email set up, if all of them have email addresses.I cannot express just how sorry I am that this has happened If there are any further questions or if I can be of additional assistance, please don't hesitate to contact my office.Sincerely,Barbara [redacted] V [redacted] ***Customer Resolutions ManagerConnect America/Medical Alert

Dear [redacted] ***,After reading the complaint filed by [redacted] ***, I researched the Account's payments I know they were double billed twice That was due to the account not being canceled timely, and I am sorry for that However, during my research, I found the total billings were $and the total credits and refunds issued were $ This makes the total payments to Medical Alert $ With the two month suspension for December and January and the free month promised for March, the actual total from July, through May, would have been $399.50, however, with the credits issued the total money we received was $ [redacted] mentions a Dennis, per the notes in the system she never spoke to a Dennis and I don't believe we have anyone here by the name of Dennis She was speaking to Denise R [redacted] and I think she might have misunderstood her name.I am sorry [redacted] thinks this was a deliberate act on our part to take more money than we should have It was not, it was the clerical error of not canceling the account when it should have been Any additional money taken was refunded and double billings were credited As far as the Gift Card is concerned, I emailed Customer Relations to check to see if the Gift Card was ever sent Since they are mailed in one of our regular envelopes, it might have been taken as junk mail and thrown away In any event, we will take care of this issue also.I see in the notes where [redacted] said they were canceling If [redacted] will provide me with the tracking number for the return of the equipment, I will make sure that the account gets canceled timelyMy phone number is ###-###-####, Ext*** Since I am not on the phones to received incoming calls, I will either need to call [redacted] back or she can leave the tracking number on my voice mail.If there are any further questions, or if there are any additional questions, or if I can be of further assistance, please don't hesitate to contact my office.Sincerely,Barbara [redacted] V [redacted] ***Customer Resolutions ManagerConnect America/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 The check arrived in a very short timeframe and I felt the apology was sincere, which was appreciated I want to thank the Revdex.com for their assistance in this matter.Regards, [redacted]

I did not have to use mine this last year My children were all very happy that I have it I live alone and although I am healthy, it is a good "insurance" to have

[redacted] In response to the complaint filed by [redacted] ***, please be advised that I have been in touch with [redacted] *** I apologized for the issue he encountered and explained that the Company that made this call was a Partner or ours I also advised that this is not the way we do business and that this incident is being investigated by our company [redacted] provided me with the tracking number for the return of the equipment and I advised that I would look for it to come in and provide him with a refund back to the card it was taken from I also apologized for this problem If [redacted] has any questions or if I can be of further assistance, please ask him to contact my office.Sincerely,Barbara J [redacted] ***

Dear [redacted] , In response to the Complaint filed by [redacted] , please be advised that we have spoken I explained how very sensitive the Fall Detection Buttons areThis is what has caused her alarmsUnfortunately, these types of buttons aren't manufactured for someone with dementia Wearing the button to bed is not supposed to happenShe also had alarms when she was just sittingThese alarms could have been canceled by pressing the button for five secondsUnfortunately [redacted] cannot remember to do that We sent out a new unit for [redacted] I explained to [redacted] that this might have the same issuesI advised her that if it does have the same issues, she could call meWe would have the unit sent back to us and refund her in fullI supplied [redacted] with my name and direct numbers If there are any additional questions, or if I can be of any further assistance, please don't hesitate to contact my office Sincerely, Barbara [redacted] V [redacted] Customer Resolutions Manager Medical Alert

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I do not agree with the explanation, nor do I feel that the company's settlement offer of $is acceptable.I appreciate the efforts of the Revdex.com in resolving this problem, but at this time I believe that other methods will be necessary to come to a mutual resolution Regards, [redacted]

Dear Ms***: In response to the rejection of our answer regarding [redacted] ***'s canceled account, please be advised that I have checked this account and it is canceled with a zero balance There are no open invoices and no recurring on this account since its cancellation Please let Ms***'s daughter know that this has been handled If there are any further issues or if I can be of any additional assistance, please provide Ms***'s daughter to contact me directly Since there is nothing open on this account, I am sure there will be no further issuesSincerely, Barbara JV [redacted] Customer Resolutions Manager Connect America/Medical Alert

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