Customer ReviewsforConnect America

I used my credit card for my mother-in-laws unit we ordered. A few months later I asked Medic Alert to take my credit card off the account. My mother in law lost her unit in a move transition. We canceled the account, or we tried. My mother in law and myself received almost daily phone calls from Medic Alert for months, and that's not an exaggeration. Finally, one agent told me that she could close the account because when we ordered the unit, we had taken out the protection policy. Whew, all taken care of. But no, that's not the case. Medic Alert started calling again, and my sister in law authorized the use of my credit card to pay for the lost equipment. This is the credit card that I had asked to be taken off the account. When we saw the $350 charge on our credit card, I called Medic Alert. They said we cannot use the protection policy to cover the lost unit, because the account had already been cancelled. Now we are out $350!Three charges against Medic Alert.Not taking my credit card off the account when I had asked to Predatory phone calls Not letting us use the protection policy we had paid for for the lost unit.

Hi ****, We sent this complaint over to billing as soon as it was received. The billing supervisor called you on 6/27/24 to resolve this with you . Below is her feedback. I spoke with **** and apologized that she was not provided with the correct information regarding the PP and the cancellation of this account. I also offered to refund her half of the *** and she accepted. Refund is being processed and the customer was very appreciative of my call. This issue can be marked as resolved.We are so sorry for the issue ****, but happy we were able to get it resolved.

This is in response to the complaint by ********** on 05/14/2024. After a call from the billing ***** by a very kind representative, I called the bank that we no longer had an account with, to see if we could get the money out that Medical Alert sent their way. We were told by the bank that if we closed the bank and the credit card accounts, and money came through, we would not be able to get it out. That was incorrect! I appreciated the call from the representative through Connect America.

Very Happy to hear the complaint was handled .  Thank you for the response . 

The service while it was going was fine, but when it was time for a refund (my Mom went into a nursing home), after numerous calls asking for a refund "check", they would not. Surprisingly, the original bank we worked with messed up a number of things on my Mom's money, therefore, we had to close up her account. The ********************************************* system insisted that that's the way they had to refund it, even though there was nothing in the contract stating that kind of scenario! We cannot retrieve that money now and have lost it! Extremely frustrating! It's rather interesting that the name they use on the Better Business Bureau website is Connect America. It's rarely used (maybe once) on their website. It was difficult to find this company to leave a review. Very disappointed!

Thank you for the review  .  I have fwded the complaint to our billing department and will update the complaint with the outcome .  

To make it short - afteer numerous phone calls for a return of an overcharge I give up with this company, 12 calls so far latest result: 2/15/2024 Per Sherrie M***** refund was processed 2/8/24 for $52.95 takes 2-5 business days to clear should have cleared 2/15 she will heck with supervisor and she will call - should receive call tomorrow 2/16/2024. This is 2/19/2024 and no call back nor can I reach their phone numberr again - still no deposit in my bank account of overcharge today!!!!, Employees spoken to Alex, Kim, Scott, Nada, John, Asiag Quatasia, John L***, Loretta, Joseline etc.No need to go into all these conversations they truly did not help at all.

Agent did follow up  on 2/23 notes are as follows . TT Nora call back to discuss the refund
Adv her that there is no additional refund due but I will as a courtesy provide her 2 free months
Adv her that her bill will begin again 5/18 customer seemed happy with the outcome .

BEWARE!! PREDATORY COMPANY!! A while back my mother suffered a stroke. I set her up with Medical Alert in case of a medical emergency when nobody is home. Set it up myself, using my credit card. What does Medical Alert do? On 12/27/23, their sales department calls up my mother, who suffers from dementia, and tries to get her to upgrade the service. Pay $X amount extra per billing cycle so they won't jack up the price. A complete scam. What Medical Alert did is absolutely disgusting. They damn near committed fraud and violated the FCBA (Fair Credit Billing Act). This act ensures that consumers do not get billed for charges they didn't authorize. I'm the one who set my mom up with protection, using my credit card. Medical Alert calling my mom, & trying to scam her, was blatantly illegal. I'm the only one who is authorized to make changes to the account. What others have said about Medical Alert's cancelation policy is accurate. It's also another example of their transparent greed. They want you to to send the equipment back through Smartpost via the USPS. You're looking at a good two weeks before it reaches the destination. Perhaps more if there is a delay. It's an obvious attempt to charge for an extra month of service. I have already contacted my credit card company. I've filed an official complaint with them, concerning Medical Alert, and the fact that the FCBA means nothing to them. I've also set up a stop payment in the event that Medical Alert once again tries to steal money from me.

This complaint was forwarded to our escalated billing team to handle this review on 2/5 .  I will update the review once they speak to the customer.  Thank you 

A Billing agents did speak with Jeffery on 2/2 to finalize the acct.    This account is cancelled and will no longer be billed, however based on the last online date and the date of return there is no refund due on this account. We have removed any auto debit on this account.

I think they were great. Medicare paid for the service for my mother. Never had any problems. When the button is accidentally press they immediately answer and just tell them testing or mistake and everyone is so nice. They give you two little button. One is to where and the other is put somewhere you may think you may need it. We put the button by my mother's bed next to the bathroom. And the box is in the kitchen. Mom wouldn't wear the necklace so we just put it near the living room incase. Anyway I did have to use it once, mom didn't feel well and i couldn't get her out of the bathroom. She was faint and sweating. I pushed the button and spoke to the woman on the otherside. She called 911 for me and stay on the phone until helped arrived. I can't comment on closing of the service because my mother passed but the return process seems easy enough. You call and someone comes get it. Just want to say Thank You at least once for that one service I really needed from my mom, my family and me.

Thank you for the feedback regarding our product .  We take pride in assuring the safety of your love ones.  I thank you for taking the time to share your experience .  Please feel free to reach out if anything else is needed in the future . 

The absolute worst customer service. Would be zero star if I could. Called 10/13 to cancel service. Pre-paid year of service and cancelled 5 months early due to nursing home placement . They emailed me label and item shipped back same day. USPS confirmed they received 10/16. I called to inquire about my 5 month credit on 11/28. Was told by billing office unit was received 10/19 but since I did not call them again to request refund nothing was done. They said that as of my call 11/28 I would have to wait another 15 to 30 days for credit. I told them I already requested my refund when I cancelled service on 10/13. They said I was supposed to call back 2 weeks after it was mailed to request refund. I was never told that. Requested to speak to supervisor and was told none available and they would call me back. Its now 12/28 still waiting for supervisor to call me back and still no credit on my credit card. UPDATE 12/29 called billing office again was told since it was now over 30 days and I hadnt been credited that they could escalate this for me. AND.....you can guess they say it will be another 3 to 5 business days before my credit. Odds are it won't happen by day 5 !!!! Can't imagine how many senior citizens are taken advantage by this company if they don't have someone to fight to get their money back. Thankful we never needed the service as I wonder how well it would work in an emergency. Save yourself the aggravation and DO NOT use this company!

Good Afternoon  An billing supervisor did  reach out to Laurie on 1/9 to rectify the complaint .  She did leave a detailed message with her direct contact to return the call .  As of today there  has not been a response . 

Still getting billed for a service that we do not have. I informed them my Mom passed in October and I need to disconnect service. We have been having a difficult time finding an address to ship it back to. As we try to figure this out they are still charging my credit card FULL price for a service we discontinued, and could not use.

I have never used the service; which my case mamager signed me up for. In over 2 years they are refusing to send me a return address or shipping. The company has refused!

We do appreciate your feedback and have looked into the allegations. This an account with our healthcare division, the person requesting to cancel is not the power of attorney for the account. We have contacted the power of attorney and the caseworker to confirm if this account need to be cancelled and we have been advised not to do so. Please contact the caseworker or power of attorney if you need further assistance.

All about selling. Waited weeks and needed to call repeatedly to receive return label for On The Go product. After shipping back did not receive credit after 2.5 weeks. Called to request credit and was told: “it’s good you called because in order to receive credit for returned device you need to contact us.” I would NEVER do business with this company. I believe business model is designed to take advantage of the elderly!

We apologize for the issue with cancelling and we have recently put something in place to automate the cancellation process so that this does not happen again to another customer. We appreciate your feedback, let us know if you need anything else.