Business Profile

Medical Alarms

Connect America

Headquarters

Complaints

This profile includes complaints for Connect America's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

81 total complaints in the last 3 years.
46 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/20/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a Medical Alert system for my mother in Phoenix 13 months ago and have been paying the monthly charge. I cancelled my credit card on file due to fraud and found out my mother hasn't used Medical Alert for six months.I calleed Medical Alert to cancel my Mom's plan. They were supposed to send a return label for the equipment. She hasn't received it.Meanwhile, I have been harassed with phone calls three times a day asking for a new credit card number to continue service. The calls are from random numbers. Some are robo calls and others have a live person. I spoke to a customer service rep, stated I cancelled and asked for the calls to stop. However, it hasn't. The calls are relentless. This is harassment and needs to stop immediately.Just send the return label to my mother so she can return the equipment and quit calling me about giving a new credit card to continue the service. It's over. I would never recommend your company after this terrible experience.Please have a manager call me to confirm I will not receive another phone call.
Business Response
Date: 02/01/2024
Good day,
It appears our equipment is en route back to us for cancellation, with a projected arrival date of 2/5/2024 per the label we provided with ***** tracking ********************. I have requested and immediate cancellation/deactivation of this account and any balances that showed have been credited to zero as of 1 22 24 per billing manager ************************ Additionally, a voicemail was left for the client to this effect. I trust this will resolve the matter. If we can be of further assistance, please let us know. Thank you.
Initial Complaint
Date:11/27/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Contacted business 3/4/23 planning to talk to several of this type to decide which one I would sign up with.I spoke with *** and before I could say I will think it over I was signed up and paid $187.77 for equipment and additional $83.82 for March, April and May for a total of $271.59. I was to pay every 3 months by INVOICE, I made that clear. On June 5, 2023 $83.82 for June, July and Aug was debited from my checking account. I did not receive an invoice or any notice from them.I contacted them and requested same. They sent me a sheet with the amounts listed above on it. Also included was a sheet with personal information for a customer in California on it. I had to tear the envelope up to pieces to get the sheets out as they were not folded to fit the envelope and glued closed. I called them and informed them of the CA sheet and the glue mess. Not a word from them.In Sept I kept checking bank for a debit, none, no invoice, nothing. In Oct I received a big red not paid notice on email. They started calling me, directing to dial 1 to talk. I explained I was to pay by invoice, send me one. Still getting phone calls every day.I finally called and talked to ***************************. he did some checking, seems some one deleted "invoice" They would sent invoice for Sept, Oct and Nov. He said Dec would be free and it would be Jan before a payment due and they would refund $27.94 for the month of Nov. He said the phone calls were stopped. They never stopped. I never received the refund. I decided with all the problems I did not trust them to serve me I tried several times to reach ******, left messages, finally reached him. Informed him I was no longer going to use their service and I was not paying postage to sent equipment back. He said they had made some changes on it and to just destroy it and explained how.I requested email stating he said destroy it. When I talked to billing about the Nov refund the man got real snappy and i finally just hung up..
Business Response
Date: 12/06/2023
Good Afternoon,
*****************************, one of our billing supervisors, has provided an update on this matter: "I called ******* and left a message to call me back. The refund for the month of November has already been processed but unfortunately there will be no refund for the initial payment."
****************** also states there may be confusion about the initial payment because she states client was not charged $187.88+83.82 for a total of $271.59." Furthermore, ***************** has stated that more information will be provided once she has spoken with the client, at which time I will post her findings and result of that conversation here
Business Response
Date: 12/07/2023
Good Morning,
Our billing supervisor, *****************************, spokes with the client this morning and per that conversation, ***************** informs us that the "issue can be marked as resolved. I spoke with the customer and she stated that she will let the BBB know that the issue is resolved"
Customer Answer
Date: 12/07/2023
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************
Initial Complaint
Date:10/21/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Called July 16th ( approximate) to cancel service for my mother *********************** and was told a return label would be emailed to above email to return product, she had 2 due to the original malfunctioning it was replaced, never received the return label and recently discovered 2 charges on my moms credit card for 299.00, most likely still getting monthly charges, as well! Both units were returned in same box and received by employee! Called multiple times and wait was 30+ minutes, ********** can barely hear as it is and is confused! Shouldn’t have to make multiple calls requesting a return label, then to see 2 charges is ridiculous! Horrible customer service! Her previous address associated with account is; **** ** ******* ** Flint, Mi ***** Apt: *** Please resolve this matter, ASAP
Business Response
Date: 11/02/2023
Both of clients mobile units that were returned, were received at our warehouse on October 13 2023. In some cases a refund may not be dispersed immediately due to volume for processing incoming and outgoing units, however, the refund for this client has been expedited and is showing processed today, November 2 2023, per our finance team. While the refund has been dispersed on our end, the availability of these funds for the consumer is dependent on the card issuer or financial institution. *****************************, supervisor from our billing department has left a message for client to call her directly to advise of these events
Initial Complaint
Date:10/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I canceled service back in April 2023 and returned the equipment. I am now being charged $239.40 for services I canceled. They also said Im responsible for charges from April 2023 to October 2023.
Business Response
Date: 10/31/2023
The alarm equipment in question was indeed returned, with that said, I have contacted the appropriate department to ensure this account is deactivated, which it is. Regarding the refund, it appears that client is receiving their refund as a result of the credit card chargeback process. Now as for the timeframe on when the funds would be available, the client would have to contact the card issuer/financial institution for such. The client will not be responsible for any further charges nor incur any future charges at this point.
Initial Complaint
Date:10/03/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had Connect America or Medical Alert for a couple of years now. In August, we were told by Customer Relations that we would get a reduced amount for the bill to be paid coming in September. We got a letter and contract but the information they had on file needed to be updated so I sent them a fax with Docs explaining questions about the contract and updated info to be added to contract. We have had no reply nor an explanation of costs since the contract lists amounts in general without a breakdown. Plus we have no understanding of a reduced rate since none of this info is being shared with us. I received a letter today asking for 479.90dols dated 9/29/23 but again there is nothing to account for either an exact breakdown of costs and nothing to show where a discount was applied as told by phone by Cust Relations. The complaint is we need a thorough breakdown with credit applied for discount as told and explanation of all costs involved toward a bill of 479.70. lastly, we were told that we could pay semiannually but i believe this costs is for a whole year. This needs to be addressed as well. We cannot pay this bill without resolve to the issues above first being addressed but they will not tell us on paper the things we need known before making a payment.
Business Response
Date: 10/17/2023
Good Morning, *********************** from our Customer Relations department attempted to call client for an explanation of charges yesterday, 10 16 2023, however, our number was blocked.
Business Response
Date: 10/17/2023
Good Morning, *********************** from our Customer Relations department attempted to call client for an explanation of charges yesterday, 10 16 2023, however, our number was blocked.
Customer Answer
Date: 10/17/2023
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Business Response
Date: 10/17/2023
***********************, from our Customer Relations team, sent an email earlier this afternoon, to client to clarify. I have copied and pasted the transmission below:
From: *********************** <**********************************************************************>

Hello **************,
This is just a follow up to an email we received to make sure you have an email with the correct information regarding your bill. Currently you are paying $209.70 every 6 months on our semi-annual cycle. Here's the breakdown: Mobile LTE unit - $24.95(monthly) / Fall detection medallion - $10 (monthly), this equals a total of $34.95. You pay semi-annually (billing cycle), which totals $209.70 for all services. Your next bill is currently not due until 10/28/2023 and that is set up on paper-billing (not on automatic payment). If you have any questions, please don't hesitate to reach out.
Initial Complaint
Date:09/01/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi:My name is **********************I have been trying to stop payment on Medical Alert Since April,I was with them for many years and it not a problem with the contract,After many calls and emails to stop them from taking payment out of my account,They still are,As the month of August of 2023 the took out 143.dollars from my account42.95 and then to 10.00 eight times in a row.I just lost my husband and don’t have the money to keep paying for something I don’t want anymore.I returned all the items I had fro them,now I want my money that they keep taking from me.I really hope this will help to put a stop to the problem I keep having without handing up,no call back number and no answer to my email…Thank You:*********************
Business Response
Date: 10/03/2023
I called ********************* just now. My call went directly to voicemail. I left a message to call me directly, providing my direct phone number and what hours of the day I am present to assist.
Business Response
Date: 10/04/2023
I called ********************* again just now. As was the case yesterday, my call went directly to voicemail today. I left a message to call me directly, providing my direct phone number and what hours of the day I am present to assist.
Business Response
Date: 10/05/2023
I placed another call to ********************* just a moment ago. Once again, my call went directly to voicemail. I left a message to call me directly, providing my phone number and what hours of the day I am present to assist.
Business Response
Date: 10/09/2023
I reached out to client again via phone and email just now. The call went directly to voicemail and a message was left. I also sent an email to client using the email address on file.
Business Response
Date: 10/10/2023
Good Afternoon, I have been trying to contact client to clear up the confusion over this billing matter. The account was indeed cancelled and the amounts that client says have been billed were actually refunds. The date the refunds were applied was August 31 2023, in the amounts of $42.95 and $80.00. Please let us know if there is any additional information or clarity needed.
Initial Complaint
Date:08/07/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They sent me return shipping information label for my mother's alert button that hooks to her necklace to send back to them. This ***** ******, a rep, told me that they didn't get it. He was very rude about it. He told me I would have to find out where the button was at and send it back. I would like for them to quit sending me a bill for something I do not have.
Business Response
Date: 08/24/2023
****** was adamant that they used the return label we provided. ****** also stated that the user (*******************************) would not wear fall detection button and that's why they were returning it. The fall detection does not show returned in our records and ****** no longer has a receipt for the return. Client was very upset that it showed no proof of return on our end. Upon checking the tracking information, the fall detection was returned 4/15/22. A case was made to cancel the fall detection pendant and to credit the balance on August 22nd 2023 from April 15th 2022 on forward. We sincerely apologize for the incident and hope that the ********* continue to do business with us.
Initial Complaint
Date:07/31/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
MedicalAlert service, a subsuidiary of Connect America, is unsatisfactory. Twice during vacation away from home (July 29 and July 31), I called to verify their GPS tracking of my location. It was inaccurate. If my ***** devices can identify my location correctly, why can't theirs? On July 23, 2021, I called at 3:30 a.m. and was on hold for 4 minutes until my call was answered. I was told it was their busy time. I wrote to the CEO but had no response. When I called on July 29, 2023 above I waited 3 minutes once my call reached a responder, plus more than a minute to be handed off to an agent. For emergency calls I find this unacceptable.
Business Response
Date: 08/15/2023
Good Afternoon,
We have been attempting to get a hold of ************ with no success since 8/9/23. A voicemail has been left by *********************** to call back when available.
Initial Complaint
Date:02/18/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I think that Connect America is taking Advantage of Senior Citizens, the advertisement makes them seem more cost efficient but once you go through the whole process they hit you with hidden fees. In an initial call they said a $50 one time fee ( never said NON refundable) and $29.95 a month ( never saying you have to pay at least 3 months in advance) and when I called back to place the order I had to pay $24.95 for shipping which I understand that but also the $50 one time fee had jumped to $79 and I was led to believe it was an activation/ installation fee for setting up the device, and I had to pay for 3 months up front in order to get it sent out. I am upset about these fees not being disclosed ahead of time, and I was never informed until I had returned the device and had to wait 3 weeks for a refund in which I only got back the 3 months that I paid ahead due to never opening the device at all since my mother was hospitalized the day after we received the device. When I called I was informed that the $79 was non refundable and that it was noted in the paperwork that is sent out with the device, of course that is no good due to it is after the fact of already paid.
Business Response
Date: 03/22/2023

Dear **************,
In reference to the complaint #********, filed by *********************************************, please note that **************** initially called to inquire about the Medical Alert System and called back more than one month later to order the system. The first time she called on 12/6/22, the price was a onetime programming fee was of $50.00. The next time we heard from **************** was 1/9/23 and effective 1/1/23 the programming fee price was increased to $79.00. **************** was also notified of the shipping charges, she had the option of paying 3 months, 6 months, or 12 months. The semi-annual and annual plans offer free shipping. The salesperson confirmed the charges three times before **************** placed the order. *************** stated Medical Alert is taking advantage of seniors, all charges were disclosed to **************** before she made the purchase. **************** was given a full refund in less than 2 weeks from the time we received the equipment. I will be happy to supply the recordings if requested. If I can be of and further assistance, please feel free to contact my off.
****************************************
Customer Resolutions Manger
**********************/*********************************************
Customer Answer
Date: 04/09/2023
[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 as Answered]

Complaint: ********

I am rejecting this response because:
I did not receive a full refund and the charges that they say are non refundable to me were not disclosed as such at the time of purchases, the fact that they neglect to tell customers that and then include it in the box they ship out is unacceptable, if a charge is non refundable it should be stated at time of purchase not after the purchase is made.

Regards,

***************************
Business Response
Date: 04/26/2023
We left a voicemail on **************** phone on 4/18/23 and 4/26/23 advising that a full refund has been processed and the transaction id was provided. The second refund was processed incorrectly by a former employee and that has been processed correctly as of 4/18/23. We do sincerely apologize that you were not advised on the sales call that the programming fee was non-refundable, a full refund has been granted.
Initial Complaint
Date:01/26/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received notification that i hadn't paid my Lifeline bill for OCT/NOV/DEC. I tried to login to the account but got a message that I had to verify my email. I verified my email BUT can't gain access to my account to confirm the information and figure out what the problem is with the billing.I found out that ******** sold Lifeline to another company called Connect America. I never had to agree to share data before to access the account.
Business Response
Date: 02/14/2023
Dear **************,
I have forwarded this complaint to our Lifeline Team.
Sincerely,
*********************
Customer Resolution Manager
**********************/*********************************************

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