Reviews
This profile includes reviews for Connect America's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 31 Customer Reviews
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Review fromMichele L
Date: 12/12/2024
1 starMichele L
Date: 12/12/2024
On 11/05/24, I purchased a Medical Alert system for my parents. I included a Fall Alert detection device for the added fee of $10 per month and p***aid for a full year. I received the system on 11/09/24 and installed it for my parents. The Fall Detection device gave 2 false ********************* within a 24 hour period, which caused unnecessary panic for my parents. On 11/09/24, I emailed the company to request a return and refund for the Fall Detection device. The ********************** never responded. On 11/15/24, I called the company and, after being transferred to a couple different departments, was connected to someone who approved the return and emailed a p***aid return shipping label. I was informed that I would receive a full refund of $120 for the Fall Detection device. On 11/16/24, the Fall Detection device was returned to the company, utilizing their p***aid return shipping label. Tracking information shows that the device was received by the returns agent on 11/18/24. On 11/22/24, I called customer service and was informed that a refund request had not yet been submitted for the device. She informed me that she would submit the request on that date. On 11/26/24, I emailed the customer service *** who had sent the return label to me and advised that I had not yet received my refund. I did not receive a response to this email. I also called the company on 11/26/24 and spoke with a customer service ***. The *** informed me that the refund had not been processed yet. On 12/02/24, I again emailed the customer service ***. I did not receive a response to this email. I also called customer service on this date and was informed that the refund had not been processed yet. On 12/11/24, I called customer service to request my refund again. The customer service agent stated that my refund had not been processed. I have filed a dispute with my credit card company. This company is refusing to honor its return policy.Connect America
Date: 12/13/2024
Good Day,
A Billing Supervisor will be reaching out to client directly to assure the issue has been addressed and to see if any other matters require attention. I will respond with the outcome once the client is contacted . Thank you !Connect America
Date: 12/13/2024
Good Morning , Billing supervisor spoke to ******* to inform her that the $120 has been returned to her ** company once she disputed the charge and we no longer have the funds to issue a refund. Advised her that we will not dispute the charge and the funds will be returned to her from the ** company. She stated that once she sees that she will remove the dispute.Review fromnancy k
Date: 12/10/2024
1 starComplete scam. I spoke with Dennis over a month ago and was told I could send the unused, unopened device back and be refunded to over 300 they charged. Emailed him back over and over and nothing. Finally got through to a Maria and she told me that a refund was not initiated. Did they think I was just going to buy, return and expect nothing. I asked Maria to speak with a supervisor and "they weren't available." I spent 20 minutes listening to hold music. I was told that I'd surely be refunded by Maria. I had to check back in another month. This is obscene. We never even opened the box! STAY AWAY!!!!!Review fromMary L
Date: 11/18/2024
1 starMary L
Date: 11/18/2024
It has been one frustration after another with medical alert system through connect america. I absolutely Do not recommend!Connect America
Date: 11/19/2024
Good Morning,
What is the exact nature of the grievance? Was it technical issues or billing related? Our supervisors are here to assist if needed and would welcome the chance to do so.
Review fromSue b
Date: 11/12/2024
1 starSue b
Date: 11/12/2024
While my mother was very pleased with her service, she recently disconnected it and returned the equipment in July 2024. However, she continued to be billed for her service. When I called on October 9th regarding a refund request, I was told it would be returned by November 9th 2024. Since we hadn't received the refund by that time, I called back on November 12 asking about the refund. This time I was told it was still being reviewed. When I asked to speak to a supervisor, I was told a supervisor would call me back in ***** hours. I was also told that they would send an email to their finance department, and it would take 3-5 days for a response. This is the most pathetic customer service I have ever encountered! It should never take more than a month to refund a customer, and it should never take 2 days to have a supervisor call back. It is completely absurd! However, after reading the reviews, I see we are not the only ones. I will be contacting the ************************ regarding their billing practices and suggest others who have left complaints do the same.Connect America
Date: 11/13/2024
Good Morning
This is being referred over to our Billing/Finance/Revenue Supervisor and Manager for review. An update will be provided immediately upon availability.Connect America
Date: 11/19/2024
Good mornin,
******** ****** from our Billing/Finance Revenue Leardership team attempted to reach out to the customer on 11/14/24 and left a message for a call back. The refund in question was processed on 11/13/24
Review fromDEB N
Date: 11/01/2024
1 starDEB N
Date: 11/01/2024
Fraud alert! We were told multiple times AND per recorded directions -- *all* we needed to do to cancel was: pack up the items, mail to a specific address, record tracking number, call in 14 days with the tracking number, account will be closed. I've just done that and now they are saying they don't have the device and won't ********* NOT USE THIS SERVICE!!!!!!!!!!!!!!!Connect America
Date: 11/08/2024
We will have a billing supervisor reach out asap to review complaint -will respond with the outcome .Review fromDiane B
Date: 09/02/2024
1 starDiane B
Date: 09/02/2024
My mother purchased the medical alert on May 13, 2023 for $599 for a year. After finding out that her insurance gives them for free she called to cancel this around five days prior to the years end. At this time she was advised that the contract would be cancelled and that she had to send back the equipment, which she did send back. A month later she seen her bank was charged the $599 for another year. She called and they apologies and stayed she would be issued a credit in 30 days. That 30 days came and she received her credit however it was for $514.45. She then called back and was advised that she was not only charged a restocking fee that was never mentioned over the phone on original purchase call, but was also charged the days AFTER the contract ended up to the time that the box was received back to the company, which was also NOT advised of this process during the initial cancelation call. My mother has since placed a call to her attorney for the non complaint charge to her account as well as the ***********************.Connect America
Date: 11/13/2024
Good Day
This is being referred over to our Billing/Finance/Revenue Supervisor and Manager for review. An update will be provided immediately upon availability.Connect America
Date: 11/14/2024
Good Day,
Per our Billing/Finance/Revenue Leadership:
The refund for this account was processed in accordance with our return policy. The client was called to discuss the policy, however, there was no answer, so, a voice message was left for the client to return the call.As a courtesy an additional refund in the amount of $35 has been processed back to the credit card on file.
Review fromcathy K
Date: 08/28/2024
1 starcathy K
Date: 08/28/2024
My 20 year old mentally disabled son was trying to make an appointment with a clinic for a doctor appointment. The 1st phone number on the website to call to a medical alert company. This company refused to help him until he signed up for the service and then told him they would transfer him for an appointment and hung up on him. When I tried reaching the company, the autobot kept saying the company didn't exist. When I pressed other buttons and finally spoke to a live person, they referred me to another number. In all, I was given 4 other numbers to call which all refer you back to 8**7126600. When I did speak with someone and asked where their office was located, I was told *********, **. When I asked if they had a license to sell ********************** devices in the state of ** (where I live), they hung up on me. When I look up the phone number given 8********* (owned by ***********). These numbers are owned by Signal One 8**7126600 , 8**3443232, 8**4165050. ********** owns 8**8002537. If you look up 8**3443232 - it takes you to Medical Alert ***********************************************************. I called and asked for the corporate address. I was given ********************************. However, when you look up phone number 8********* you get the address of ******************************************************************* for Connect America. Connect America ********************************** has multiple companies under it which I believe are all running a scam. Finally had to closed my son's bank account from preventing this company from charging him for a service he said repeatedly he didn't want. They refused to just tell him he had the wrong number. TOTAL SCAM COMPANY - BEWAREConnect America
Date: 11/13/2024
Hi *****, It appears that the number you dialed was not the intended one. We apologize for any inconvenience this may have caused. The situation that happened to you sounds very unusual and we would love the opportunity to investigate this complaint. If you could provide the phone number used to call, we can look into the allegations further and address as needed.Thank youcathy K
Date: 11/29/2024
this is a complete fabrication. This is not unusual. If this company was telling the true - they could use the phone number in my complaint because is the phone number I used to contact them. The fact that this company did not even try to investigate using the phone number on the complaint speaks volumes as to what a scam this company is running.Review fromWasyl S
Date: 08/16/2024
1 starWasyl S
Date: 08/16/2024
If you think dealing with phone, cable or internet providers is frustrating, this company makes them appear wonderful. First, no way to cancel MedicalAlert service via a webpage. Called to cancel and process refund on 7/9/2024. They refused to handle the cancellation process in one phone call. They require the customer to call them back after they receive the returned equipment. I suspect they are hoping you will forget to do so. The provided return service takes a week. Then, when you call to start the refund process, they tell you that the cancellation is effective when they received the equipment, not when you first called to cancel, and that it will take 30 days to process the refund. When you ask how much the refund is, they say they don't know, another department handles that. The people are very professional and polite on the phone but the business policies of their organization are frustratingly archaic. During contract for another family member, they called the elderly patient and tried to upsell them. Predatory? You decide. Buyer beware.Connect America
Date: 08/21/2024
Good day,
Our Billing Supervisory team has advised the refund is being processed now with the equipment restock fee being waived. Additionally, our Billing Supervisor will be reaching out to client directly to assure the issue has been addressed and to see if any other matters require attention.
Review fromLisa A
Date: 06/25/2024
1 starLisa A
Date: 06/25/2024
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.Connect America
Date: 07/08/2024
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.Review fromLori W
Date: 05/29/2024
4 starsLori W
Date: 05/29/2024
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.Connect America
Date: 05/29/2024
Very Happy to hear the complaint was handled . Thank you for the response .
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