ComplaintsforConnect America

• Initial Complaint

  01/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  02/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  01/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  02/14/2023

  Dear **************,

  I have forwarded this complaint to our Lifeline Team.

  Sincerely,

  *********************

  Customer Resolution Manager

  **********************/*********************************************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband was a customer of MedicalAlert. He died 6/11/22. I notified the company promptly in writing via email because reaching them by phone is impossible, supplied his death certificate by email, returned all his equipment via USPS on 8/2/22 using a mailing label they provided. Despite what I thought was a closed account, I have again started to receive bills for service in September and October. I wrote MedicalAlert on 10/14/22, sent USPS certified with return recipt. Tracking on USPS confirms that my letter was delivered on 10/18/22, but no return receipt as of this date, 11/10/22. I explained in detail in my letter why I would not pay their bills, that if they sent me any additional bills or attempted to collect on his account, I would file a complaint with the BBB and if necessary pursue legal action. Today, 11/10/22, I have received another bill and am following through with what I told them I would do --- and that is filing a complaint with BBB, 

  Customer response

  12/12/2022

  You have asked if I have heard anything from the business (Medical Alert) since filing my complaint and the answer is NO.  There has been no response to the letter I sent them via USPS return receipt requested in October 2022 nor any response since filing my complaint with the BBB. 

  Business response

  01/10/2023

  In reference to the complaint filed by ****************** we did receive the equipment back on 8/11/22.  Unfortunately, the account was not cancelled immediately.  We try to give priority to accounts with a deceased person.  In this case the account seems to have slipped through the cracks.  As soon as I received the complaint, I promptly cancelled the account and credited off all opened invoices.   ****************** will not receive and further invoices from Medical Alert.  I am sorry for the delay in the response to the BBB, I honestly thought this was completed in November. If there is further I can do, please feel free to contact my office.

  Sincerely,

  *********************

  Customer Resolutions Manager

  **********************/*********************************************

  Customer response

  01/12/2023

  [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

  10/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On a monthly basis for the past 2-years, Medical Alert 816 Park Way, Broomall PA 19008 has been addressing mail to my post office box #*****, Houston TX*******. I have repeatedly asked them to stop by returning the mail with a note, by calling their office to demand they stop using my post office box and to remove my post office box from their database, to send mail to ****** and *********************. They are not authorized to use my post office box #. I have never given **** and ************************* permission to use my post office box number. Medical Alert has refused to honor my repeated requests.

  Business response

  11/30/2022

  In reference to the complaint file by **. *********************** # ********, I understand **. ****** frustration, but I have checked everywhere in this Company, and cannot find her PO Box Listed anywhere.  I have also checked with our Marketing Team and they do not have the PO Box information on file.  Each time that *** ***** has asked us to remove the PO box and ****** & **** ****** we have check our database.  I am hoping *** ***** can send or scan the mail coming to the PO Box and send it to me.  This way I can see where the mail is coming from.  *** *****’s previous complaint #******** was answered on 2/24/22 and at that time the PO Box was removed from our database.  If there is anything further I can do, please feel free to contact my office.
  
  Sincerely,
  
  Susan B****
  Customer Resolutions Manager
  Connect America/Medical Alert 

• Initial Complaint

  09/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Medical Alert continues to send me bills for an account that was for my mother who died on 05 August 2022. The account was paid in full, and their records need to reflect that. A resolution would be to receive a $0 balance letter and not receive any more delinquent notices. Its enough to establish a new dynamic without my mother than yo have to continuously receive inaccurate communications from them.

  Business response

  10/05/2022

  Dear **************,

  In response to *********************************** complaint, please let ****************, that the account has been canceled with a zero balance.  The account wasn't canceled until September 23, 2021, which enabled the billing to continue through September.  All invoices have been credited from ***************************** account and it is closed with a zero balance.

  I apologize for this problem, but please let **************** know that she can rest assured that the account is fully canceled and she will get no further invoices.  If there is anything else that is needed, please let me know.

  Sincerely,

  Barbara V************

  Customer Resolutions Manager

  Connect America/Medical Alert

  Customer response

  10/18/2022

  [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. 
  

  Please express my gratitude. Thank you.
  
  Regards,
  
  *******************************

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a monitoring device in July of **** for my elderly parents aged 93 and 96. They live on a very rural farm with lots of mountains that make reception more challenging. After multiple testing on the phone with no luck the company sent a stone version that we returned followed by a second version. Due to the terrain of their area they were not able to use this type of device I printed the special label and shipped it in July before leaving for the airport as directed by the rep we worked with. The devices WERE NEVER ACTIVATED....ever....Now I realize the company has been charging my credit card since 2019 for over $2,700 dollars. I spoke with a rep who said that since the devices had not been returned they were allowed to charge according to their service contract. The devices were returned in July with their labels. My parents totaled THEIR AUTO accident in July requiring them being moved to their permanent home in a nursing environment in July the same month 2019. The company said they sent a replacement again in 2021 that did not make sense. The company rep acknowledges that the devices were never activated and that they would be processing a complete refund for all but one month within 30 days. I requested a letter I expect to receive by tomorrow from a supervisor with the company name summarizing the results of the 58 min phon Fortunately a supervisor told the rep working from home that the financial department would be issuing a FULL refund for all but one month within 30 DAYS or SEPT 30 2022 or sooner for our case #********. They said the processing time may be sooner and that NO MORE BILLING IS ALLOWED and NOW the ACCOUNT IS CANCELLED. My mother was called in 2021 in Florida and again she said they it never was activated and with their injuries daughter had dropped off the box . Can you help me confirm they will refund this money for something we never received or used and were never contacted.

  Business response

  09/01/2022

  Dear *************************,

  In response to the complaint filed by ***********************, please be advised that the equipment never worked in her parents location.  There was one unit that was not returned.  However, since the units we sent were never activated due to the location of her parents' home, a refund of $2726.10 was issue on August 30.  This refund was applied to the credit card the payments were taken from.  Although **************** should know that all equipment is rented and that is why the account wasn't closed and continued to be billed.  The last unit sent was not returned.  

  We always refund for equipment that doesn't work in the location where customer resides.  However, since the last unit was not returned, and no information was given that the last unit also didn't work we did not process a refund.  I am sorry this happened and hope that **************** is satisfied with the resolution.

  Sincerely,

  Barbara V*************

  Customer Resolutions Manager

  Connect America/Medical Alert

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i ordered medical alert system, received it august 4th, cancelled it on aug6th, the guy told me he was sending a return label by the same day, which was a dummy email with no label called again said it was mailed and should be there in a few days, never came, i called again this time this girl sent me the label right away, which i mailed it the same day, aug. 17th , called and it was not there last wed. I've been checking the tracking number the unit got sent to Florida, it was to go to Broomall PA, , so why is it going to Florida? i think there doing everything so it doesn't make it before the deadline to get any money returned , very discussed. i would recommend to stay away from this company there scam artistes,

  Business response

  09/09/2022

  Dear **************,

  In reference to the complaint # ******** Filed by *******************************, she was e-mailed a pre-paid return label on the day she called (8/8/22).  The next time we heard from ****************** was 8/17/22.  A 2nd label was sent to ******************, which she did use.  We received the Medical Alert Unit on 8/23/22 and the full refund was issued on 9/1/22.  I do not understand why ****************** would say Medical Alert is a scam when she ordered and received the product, plus a prepaid return label.  As per her request, she was refunded in full.  What part of this is a scam?  If there is any further I can do, please contact my office.

  Sincerely,

  Susan B*******

  Customer Resolution Specialist

  ConnectAmerica/Medical Alert

• Initial Complaint

  08/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a Delinquent notice in the mail for $179.70 however this account was cancelled on 1/10/22 and the equipment was received back by them on 1/19/22. I called to confirm receipt and closure of the account on 2/1/22 and it was confirmed everything was received and the account was closed. I have the tracking information from the return label they sent me. How is this company still in business with all of these complaints stating the same thing? Account number is *******.

  Business response

  08/10/2022

  Dear **************,

  In response to this complaint, our Department was notified of this issue yesterday morning.  The account has been credited and closed with a zero balance.  Please extend my sincerest apologies for this problem.  It should have never happened. 

  If there is anything further, I can do, please let me know.

  Sincerely,

  Barbara V** *****
  
  Customer Resolutions Manager
  
  Connect America/Medical Alert

  Customer response

  08/19/2022

  [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

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Service was cancelled and the equipment returned certified mail 2/15/22. We have repeatedly been told a check was mailed and we need to wait... and wait... and wait. I recently asked for a copy of the supposed check and received yet another excuse that apparently there was "some issue with check processing and a bunch of checks dating 6/13-7/8." We were again told to wait yet another week.This is all unacceptable. It has been 5 months and this issue needs to be resolved immediately.

  Business response

  08/03/2022

  Dear **************,

  In response to the complaint filed by **************, please be advised that I checked into this issue.  I had a stop payment placed on the original check and a new one was issued today.  That check is being sent ***** Overnight today.  I emailed ************** to let her know.

  Please extend my apologies to **************.  This should have never happened.

  Sincerely,

  Barbara V****************

  Customer Resolutions Manger

  Connect America/Medical Alert

*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. ↩