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Business Profile

Medical Alarms

Connect America
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/02/2022

      Type:Product Issues
      Status:
      Answered
      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.
      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

      Date: 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

    • Initial Complaint

      Date:08/01/2022

      Type:Product Issues
      Status:
      Resolved
      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 dad died on 2/13/2022 a few days later we called Medical Alert to notify them of my dads death. They keep billing him monthly, we called again to notify them, now we got a delinguent letter asking for $297.10. They are asking for all equipment which was send back to them in May of 2022. When this advertisement arrived in the mail, my dad wasn't in his right mind to sign up for it, I lived close enough to always check up on him. I want the billing to STOP, and close this nightmare. Refund his money since Feb of 2022 Account number: ******

      Business Response

      Date: 08/03/2022

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

      In response to the complaint filed by **************, please extend my apologies for this issue.  The account should have been canceled in June when the equipment was received in our office.  The equipment we received arrived in our office June 13, 2022.  I have credited the outstanding balance of $297.10 off the account.  I have also processed a refund of $47.42 for the February payment.  The account is now closed with a zero balance.  

      Again, please accept my apologies for this problem.  It should have never happened.  My deepest condolences for the loss of your father.

      Sincerely,

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

      Customer Resolutions Manager

      Customer Resolutions Manager
      Connect America/Medical Alert.

      Customer Answer

      Date: 08/05/2022

      [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

      Date:07/26/2022

      Type:Order Issues
      Status:
      Resolved
      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 93 year old Mom moved from **************Apt ***, Spokane, WA ******** on March 31st, 2022 to an assisted living facility. Medical Alert was notified that she would no longer need the service as of March 31st. The equipment was mailed back to Medical Alert and it was verified that it had been received. Medical Alert has been still billing her monthly on her credit card even thou she no longer has the service. I notified my Mom's credit card services to dispute unauthorized fees to her credit card and to stop allowing auto deductions from Medical Alert. On July 1st I had talked to Medical Alert was told the account is frozen since we have disputed the credit card charges and it was stated they will continue to charge the recurring charges until the dispute is settled. Today, four months later she received another monthly paper bill from Medical Alert to her new address, since they are unable to do auto deductions from her credit card. ****** wants this to stop. She was a long term customer and always paid her bill on time. It is a very poor way to treat an elderly customer and to be taking advantage of her. It is ridiculous that they have the equipment returned and that they continue to bill her. It is causing undue stress to continue to receive a bill at her new address when this should be resolved. ****** has done everything in her power to notify them and return their equipment and this type of business practice needs to stop. It is sad to see Medical Alert taking advantage of the elderly and scamming more out of money out of their faithful customers. 

      Business Response

      Date: 07/29/2022

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

      In response to the complaint filed by ********************** daughter, I don't believe this should have ever happened.  The equipment was received April 14, 2022.  The billing should  have stopped within a couple of weeks after we received the equipment.  There were two charges that were disputed by ******************.  We accepted those disputes, so the money was returned to her credit card.  I think whoever told her that the account was frozen and would continue to be billed was very confused.  That is not correct and at that point whoever spoke to her should have put in a case for cancellation.  Unfortunately, I didn't know anything about this or I would have canceled the account myself, which I did today.

      I hope ****************** will accept my apologies for this Issue.  I am sure there will be no further billing and I credited the one invoice that was sent out.

      Sincerely,

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

      Customer Resolutions Manager

      Connect America/Medical Alert

      Customer Answer

      Date: 08/10/2022

      [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:

       Thank you for quickly resolving this on going problem. We appreciate all that you do in helping frustrated customers. ****** (my Mom) is happy to have the account finally resolved and the account closed.
      Hopefully this hasn't happened to other elderly people unbeknown to them.  It was unfortunate all the time and calls to Medical Alert during the four months of trying to resolve things which you were able to help us quickly in the matter.
       
      Sincerely,
      ******************

      Regards,

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

    Connect America is BBB Accredited.

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