Complaints

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

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  Connect America

  816 Park Way Broomall, PA 19008-4215

  
• 

  Connect America

  1 Belmont Ave Bala Cynwyd, PA 19004-1617

  
• 

  Connect America

  100 Freight St Pawtucket, RI 02860-2348

• 

  Medical Alert

  17 - 270 Esna Park Dr Markham, ON L3R 1H3

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:01/18/2024

  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.

  My mom's Medical Alert System was upgraded in January of 2023. The older unit was sent back and it was verified that they had received the returned unit. However, since January of 2023, my mom, who has now since passed away and had Alzheimer's disease, has continued to be charged for the old unit, in the amount of $47.95/per month ON TOP of the newly upgraded unit, in the amount of $54.95/per month. Unfortunately, this was not noticed until my mom had passed away. I have called no less than 7 times to try and resolve this matter and obtain a refund. Each time I am told that the refund will be issued and it takes up to 30 days to receive the funds. It has not been over a month. I originally contacted them on 12/11/23 to cancel her service after her death and this is when the overcharge was noticed. My most recent call to obtain the status of the refund was on 1/17/24. I spoke with *******. She said my refund was issued on 1/2/24 and that she would check with the accounting department about the status and call me back. I have not received a phone call, nor have I received the refund. Each time I call, I receive a different date and story. Reading the reviews on this company, I am not the first person to experience this. This is a horrible company taking advantage of the elderly. I am owed $575.40 Had I known how horrible the customer service was with this company, we would have gone with somebody else. I am tired of calling them and getting the run-around. I want the refund ASAP. The account was under my mom's name: *******************************. The service fees came out of my account, as I was paying this for her.

  Business Response

  Date: 01/19/2024

  Good Morning, 

  We have brought this to the attention of our billing/finance supervisor and manager for immediate review and handling.  Thank you

  Business Response

  Date: 01/19/2024

  Good Morning, Again,

  Per our billing supervisor, *****************************, the refund has been dispersed to client.  ****************** will call the client at 12 nooon today 1.19.2024 , due to time difference, to advise of refund being dispersed.

  Business Response

  Date: 01/19/2024

  Good Afternoon,

  *****************************, our billing supervisor, made contact with *********************** who was most appreciative of the call and the outcome.

  Customer Answer

  Date: 01/29/2024

  [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:01/07/2024

  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.

  Subscriber #: ******* On October 26, 2023 I was charged $551.10 on my Citi card for a year's subscription. I had already discontinued my previous year's subscription and I have been credited for the prorated amount due me. There is no excuse for the erroneous charge of $551.10. I have emailed for assistance to ********.**********@medical alert on 12/14/23. She said she would escalate the complaint to the dispute center and I would have a response in 2 business days. I messaged her again on 12/26/23 as I had had no reply. I am still owed a full refund for $551.10

  Business Response

  Date: 01/08/2024

  Good afternoon,

  We are having our billing/finance supervisor and manager investigate this now.

  Business Response

  Date: 01/08/2024

  Our billing supervisor ***************************** spoke with client and per her conversation with the client:  "I followed up with ****** and confirmed that she was not charged by Medial Alert per an email that she sent over"  Furthermore, per ******************:  "I let the customer know who the charge is from, and this is who she currently has service with which is *** Alarm. She will follow up with them to confirm payment, but this issue is resolved on our end. "   
  

  Customer Answer

  Date: 01/10/2024

  [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:12/26/2023

  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.

  Medical Alert system, I called them in October with my Moms passing and told them to disconnect the service. I am still getting billed the full rate because they say they did not get the unit back. I have had a difficult time trying to find where to mail it back to. They do not publish it or put it on the unit. they just give you automated phone numbers to sell you more junk you definitely do not need. Phone calls to them take a long time since you always get someone trying to sell you another alert system but they can never help stop service.

  Business Response

  Date: 01/09/2024

  Good Morning,

  We are having our billing supervisor and manager investigate the matter immediately.  

  Business Response

  Date: 01/10/2024

  Good morning,

  The refund was escalated and dispersed for client on January 9th, 2024.

  Customer Answer

  Date: 01/10/2024

  Just waiting for there response. 
  thank You 

• Initial Complaint

  Date:12/22/2023

  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.

  Cancelled service and returned equipment on 11/4/23. A refund was supposed to be issued within 30 days, still have not gotten refund credited to my credit card.

  Business Response

  Date: 01/08/2024

  Good afternoon, 

  We are reviewing with our billing/finance supervisors and manager immediately.  

  Business Response

  Date: 01/08/2024

  Per our billing supervisor, *****************************, the refund has been expedited and has been dispersed.  Depending on the financial institution, the refund may take 24-72 hours to appear as available to the client.

  Customer Answer

  Date: 01/17/2024

  [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: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.