Connect America
reviews and complaints

On Nov.1, 2021, I called Medical Alert to cancel my service. Was told they would send me a mailing label to return equipment via *** I mailed equipment including machine, front door lockbox, bracelet I wore to alert help was needed, necklace which I never wore and the use pamphlet. When I received mailing label was a remark that read Pack the items in a sturdy box using cushioning materials to keep them secure. I did this using catalog pages and *** bags. I wrapped the lockbox in *** bags so it wouldn't move around in box and maybe scratch the machine, On November 30, Medical Alert deducted 275.28 from my bank account and on December 16 put 239.40 back in my account. When I asked why $35.88 wasn't given back to me I was told it was because I didn't return the lockbox. When I said I did return it I was told everything is scanned when it comes in and lockbox wasn't scanned. I have no idea what happened unless lockbox was thrown out with the cushioning materials. But I DO know it was in the box with other items when I handed it over to a *** pickup site. I want the $35.88 owed me. Last lady I talked to told me "You're not getting the $35.88 back."

My mom, *** had a medical alert system with this organization. My mom went into a nursing home in July and no longer needed their equipment or services. Both my sister and I have contacted the company about canceling her plan many times. They told us to return the equipment and they would cancel her plan. We found all the equipment my mom had in her possession and returned it to the company. They sent a *** shipping label to my sister (***) and she sent everything we had back to them July 6. Now 5 months later we are receiving bills from them for services. We are not paying them any more money when my mom has not used their services nor does she have any of their equipment. It looks like a hoax from the company directed at senior citizens since they did not have her name spelled correctly on the invoices. I have written a letter to the company telling them that we are not paying anymore money to them for the reasons I listed above. We need the company to acknowledge that we are done with their services and equipment and stop billing us for services we are not using and equipment we don't have in our possession. Thank you for your help in this matter.

Connect America LLC has been harassing me with collection calls for a quarterly payment that my bank shows a cancelled check for. My banking Institution shows the check dated June 12th. The image of the check shows the PO box number where are remitted the payment. It shows a date of June 12th. I remembered it to a Latonya C who is supposed to be the collection lead for connect America. Connect America and its personnel refuse to acknowledge the cancelled check. They further refuse to allow me to speak to a member of management in order to resolve this discrepancy. On June 15th in a correspondence to Latonya C I sent her the lock box and PO box number that I remit it my payment to. She never indicated that that was the wrong address. I am enclosing with my complaint a digital image of the cancelled check. I have been told that someone from management will reach out to me regarding this issue. Furthermore I have been receiving phone calls regarding this matter from a local number which is confusing because connect America is located in Philadelphia Pennsylvania and I am at a loss to understand why I am receiving collection calls from a local number when this situation is less than 7 days old.

In December my mother died leaving my father to live on his own. I signed up for their service on-line paying about $500. When the equipment arrived, so did a contract which I reviewed with my Dad and he refused to sign the contract and we never activated the equipment. I started getting harassing phone calls from them when I cancelled my credit card (due to an unrelated issue). They wanted to charge my credit card but since the card was cancelled, they wanted a new card to charge. Since we did not sign up for the service, never signed the contract, I spoke with one of their customer service representatives and they said I needed to send back their equipment, which I did via *** so I would have a tracking number. I asked the customer service rep to what address I should send the equipment and that person did not give me an address, just said I should send it to the address on the box. So I did. I get at least one call a day from them, often two all reading from the same script. When I tell them that I returned the equipment and never signed a contract, they simply say that their system does not give them that information. And so we do this stupid dance every day. The *** tracking number is ***. I will upload the *** shipment confirmation I received in the mail.

First of all, it is nearly impossible to get to a person when you call this company. After being disconnected by the automated system numerous times and holding for almost an hour, I was finally able to speak to someone. My mother has had service with this company since 2018. She entered into a nursing facility on 9/22 and subsequently passed away on 10/07. I initially contacted the company on 9/30 to cancel the service. The representative advised me that she had cancelled autopay and there would be no additional charges on the account. She also advised that they would send a mailing label to return the device. I received this label on 10/14 and returned the unit to a *** drop off location on 10/15. This company charged my mother's bank account 104.82 on 10/16, which is more than the amount had been the entire time she had the service. I called and spoke to a representative about this who consulted with a manager. The manager advised that the refund could not be issued electronically and they would send a check which would take up to 15 days. I explained that I had written checks for funeral expenses out of this account that had not cleared and the charge by Medical Alert would result in overdraft fees. They still refused to issue a refund electronically.

The person on the account is now deceased and in trying to resolve this bill and close out the account (1st attempt) I was informed the company needed the equipment back first, also they tried to change the account to my mom's name but since we didn't have the equipment this didn't make any sense. I live out of state from the home where the equipment was being stored and could not return it for well over a year. I have finally found the equipment and sent the package which continues to be delayed in the mail. When I called again (2nd time) to see if the company has received the package, they have not. It has been over 1 month in mail transit. The customer service representative also then advised me that a death certificate would be required to cancel the account due to death. I would have liked to know this and send it the first time instead of playing games with mailing things that take long time to arrive. This has been one of the most difficult companies to deal with since my father's death and should not have taken so long to resolve as it is the auto draft could go on perpetually if I do not continuously check up on it from time to time. I will appreciate if the auto draft stopped and I won't be mad about the money we already lost I just dont want it coming out anymore. I feel it is a legal matter when someone dies to deny the cancelation of services in their name.

ConnectAmerica has been calling me at *** repeatedly about charges. First of all, I don't see any proof of an agreement or contract between my Mother ***(recently deceased and death is not related in any way to ConnectAmerica) and Connect America(***). I have equipment ConnectAmerica(***) that was sent to my home address and hasn't been activated and there was contract inside that wasn't signed at all.Therefore, ConnectAmerica(***) has no right to tell me that I owe them money! I spoke to customer service at ConnectAmerica more than once. This happened between beginning of 2018 and mid 2020. One of the customer service people thought he could intimidate me and get away with it. This is a highly unprofessional attitude! ConnectAmerica is lucky that I didn't file a complaint against it for harassment! I asked one of the customer service reps. who called me, if a return shipping label could be sent to me so I could return the equipment that I have here. That person decided to throw my request into a back burner! That means, my request for the shipping label was ignored! This is an unprofessional attitude! With all these experiences that I had with ConnectAmerica, this company doesn't deserve the Complaintsboard.com. A+ rating that it has. I need ConectAmerica to send me the return label so I can return the unused equipment, please. Thank you. Yours truly, ***(son of the deceased ***).

I've had in my possession 3 units throughout the course of 2021. Two were defective and returned. Medical Alert confirmed by phone that they were received June 26. The remaining unit was returned and received by the company 12/10 as confirmed by ***. Only one working unit or less was in my possession at any time. I've tried to resolve the following issues by phone several times. I was usually transferred to 3 departments per call and spent a minimum of 15 minutes on hold between departments. I was bullied, lied to and offered no help to resolve matters. My checking account was debited monthly. My debit card luckily was replaced in November . The business was not given the new number and was unable to charge me further. They charged me several different rates: $37.95, $46.95, $46.96, $46.22, $44.95. I should only have been charged a total of $417.45 from 1/1 through 11/30 But my checking account was debited a total of $619.31, an overcharge of $201.86. Additionally, they sent me the following inconsistent invoices / letters: 6/28 amount due $122.85, 11/17 amount due $47.95, 11/20 amount due $47.95, 12/17 amount due $95.90, 12/29 amount due $95.90, 1/25/22 amount due $58.95. Additionally in 2020, inconsistent monthly rates went up and down and in June I was charged 3 times. I painstakingly went month by month, day by day through my checking account - twice. I resent the time spent. An honest and/or well organized business would not have required this of me. I'm happy to provide the exact dates and amounts charged, but there's not enough space here. I will not provide copies that would expose my checking account or debit card number.

I ordered MedAlert from this company in December. My mother-in-law had taken a fall and was in rehab at the time. She was to be coming home, so we wanted this as piece of mind. The unit came in our mail and we set it aside, unopened. She came home, and two days later, relapsed and went into a nursing home until May. We held onto the unit thinking she would need it when she eventually came home, not knowing that we would be billed for it, since we never activated the service after delivery. She is receiving in-home care now and we did not need the unit, so I called to get instructions to return it. I did and they received it on 5/19. When I called about the refund being processed, they told me I could only have a refund for the time period from 5/19 to the remainder of the year we prepaid for. They want to bill me $44.95 per month, for all the months the unit sat in the box unopened, not activated and unused. I have called three different times, telling each new person on the phone the story. They all told me that the unit starts billing at delivery, no matter what. That was not told to me when I initially ordered over the phone. They had assured me I could get a refund for any unused months. They also said the item didn't have to be activated. It was already activated at delivery. However, the very first option on their phone system is press #1 to have your unit activated? Three times I was told a supervisor would be calling me and no one did. With the latest call being on 7/23 talking to Linda. I also talked to Shaquon and was told that Tykia or Sharita (supervisors) would be calling me, but they never did. That was on 6/29. I need help please. My mother-in-law is owed $539.40 in full.

I discontinued their services December 10. Per their request, I returned the equipment and followed with giving them the tracking number for the equipment 6 days after returning it to them, as directed. Since that time, I have continued to receive delinquent letters twice a month since June . I spoke to the initial customer service person in December , who verified the receipt of the equipment by the tracking number I supplied. I received more delinquent letters so I spoke with a representative on February 13 who said there was no record of a tracking number. I spoke with another representative on February 28 and gave her the tracking number again and she was able to determine I had complied with their requests. More delinquent letters came and I spoke with a representative who stated there was no record. He wanted me to call back with the tracking number. I have received delinquent letters twice a month since June informing me that I am delinquent and need to send them $239.70 when they received their returned equipment on or about December 13. I am a senior and they have harassed me and disturbed my tranquility. They have shown their record keepers to be incompetent. I keep my receipts but I think about those that do not. Are they scared by the tenor of the letters or forced to pay money they should not have to because they can no longer find a receipt. This company is supposed to be a life line for the elderly. I have found them to be anything but a life line. When does it end? I have given them the same information 3 times and they still don't have it in their system. What is a person to do? I would like for others to know, what they are getting themselves into when they secure services from this company. This company owes me money for not using their equipment for the full quarter period of payment.

I set up Medical Alert service for my elderly mother, ***, with Connect America through Medical Alert on 11/16 for $42.95/month (Account #***). On 8/11 at 3:29pm, I contacted Connect America and spoke to *** and informed him of my request to cancel Medical Alert Service. *** informed me that the service is cancelled and I will be no longer charged for service. *** also stated that he would be sending a specific return mailer and instructions to return the equipment. *** stated that after we returned my mom's equipment we would receive a final bill. On 8/25, my mom's equipment was returned via the return instructions. On 9/27 at 3:57pm, *** at Connect America confirmed that the my mom's Medical Alert equipment was received at Connect America on 9/16. However, *** stated that Connect America recently sent additional equipment to my mother in error. *** also stated that he was going to zero out and closed the account. My mother nor I never received the additional equipment and did not request any additional equipment from Connect America. *** stated that he was going to zero out and closed the account. On 10/13, *** in Billing at Connect America also confirmed that my mom's equipment was received on 9/16 and that only $42.95 was owed and that she would send me a final bill for me to pay reflecting the remaining balance of $42.95 (Case Number ***). However, I recently received a delinquent notice dated 11/16 showing amount due is $128.85. My mother stopped using the service on 8/11 and has not used it ever since. However, my mother and I have received multiple harassing phone calls requesting us from Connect America to return the additional equipment and to pay more than what's owed. Connect America is acting unfairly towards my mother and I regarding the cancellation of the Medical Alert account. Connect America repeated calls have been very harassing. I am requesting the account be closed.

I contacted this company to inquire about the personal monitoring equipment that would contact 911 if I fell. I am an older person. I spoke to Grace F. Grace told me about her product. I said I wanted to check with my son about the claims she made before I made a purchase. She said that because of the Coronavirus that soon equipment would be difficult to obtain so she wanted to put my name on a waiting list. She wanted my credit card info but explained that I would not be charged until I told her that my son had reviewed the company and product. I gave her my card with the understanding that I would not be charged until I told him to place the order. My son contacted Grace via *** asking for info regarding how the product worked. Grace said she could call. I wanted the info in writing. She told me that the info was on the website but would not provide any details where. The minimal details on the website did not match the claims that Grace made on our phone call nor did the info provide the details my son wanted to know. He asked Grace again for more info without getting any response. I then called Grace and told her to remove me from the waiting list via her voicemail. She did not acknowledge my call. I was surprised when a box showed up on my front door a few days later. The box had no info that would connect it with Grace's company or any medical alert company. It did have a big sticker that said, "Free Gift Inside" to persuade people to open the box. I has no idea who the box was from so I opened it. Opening the box revealed a letter on the top that said, "Important Notice. By using this box, you agree to our enclosed terms and conditions." My son is an attorney and he says that a customer cannot be bound to terms and conditions by "using this box" (whatever that means). I stopped opening the box My son then contacted Grace F using *** as he had been doing, asking her to cancel the credit card charges and return the box at her companies expense. She did not respond to his message. In fact, Ms. F closed her *** account suggesting that there was something not normal in her actions. As an older person I am disgusted by this company preying on older people who need this personal alerting service.