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:06/24/2025

  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.

  Tracking Fed ex #**** 3963 4348 4922 8940 49 Package was returned 14th of May 2025. This is for A first alert device the package was picked up by the carrier, but not delivered and the company keeps calling me for payment. Ive asked them to file a claim for this item which they have not done so.Thank you for your time in this *********** regards, ******* *****

  Business Response

  Date: 06/25/2025

  Good Day,
  This is being referred over to our ********************************** Team for review.  An update will be provided immediately upon availability.

• Initial Complaint

  Date:06/22/2025

  Type:Customer Service 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.

  America Connect device never worked - there were three of us who never got the device working, two family members (**** and ******* ******) and (*****) a health care worker, we all received numerous calls to "charge the device", even thou the device was plugged in and charging. **** ****** died on 6 June 2025, and while the America Connect device was still being charged - it could have saved his life if he had a good working life threatening alter device. The ********************** repeatedly called saying the device is not working, and they did nothing for 1 or 2 months - until he died. He needed a device that worked.

  Business Response

  Date: 06/25/2025

  Good Day,

  The matter is being sent to our ******************* for review.  An update will be provided immediately upon availability.  Thank you

  Customer Answer

  Date: 06/27/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23502465
  
  I am rejecting this response because: even if America Connect would have provided a new good working life alert device now - what good would it do? After my brother **** ****** has died, and your device was in the charger - charging. Another thing, America Connect called and spoke with all three of us, numerous times, asking all of us to charge your device, over a long period of time! So, didn't anyone of you think... that maybe your device was defective, or your device did not work correctly? You did not send anyone to **** ******** address? Did anyone test the unit, because maybe if they did - it could / would have saved his life... 
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/28/2025

  Good Day,

  The following is an update from our ******************* on the matter:

  An ***************** Alarm Unit was shipped to Mr. ****** and the unit was successfully delivered.

  Mr. ****** later powered on the device independently.
  

  The ******************* Technical Support Department contacted Mr. ****** to discuss the possibility of self-installation. During that call, he/the client, reported that they had not received the original device. An ***************** Alarm Unit replacement unit was promptly ordered and shipped to him.
  

  Upon follow-up from our Team, Mr. ****** stated that he had found his original device and returned the replacement however, it was never received by our office. During the call, he tested the device with our Tech Support Team and reported receiving multiple consecutive calls. These were automated testing reminders.  It was later discovered that the device he tested was the replacement unit and actually had both the original and replacement device so he continued to receive low battery notifications (on the unit that was to be replaced and returned).  After a report from his case manager, he was advised to charge the device each night.
  
  
  
  

  Customer Answer

  Date: 06/30/2025

  America Connect called numerous times over a long period of time - which is true. **** ******, ******* ******, and ***** ***** received numerous telephone calls from America Connect. The conversations were always the same that the life saving device needed to be charged. **** ****** did not have a good working life saving device, and all ******************************************* did was to call again, again, and again. They knew that there was a problem, and they did NOTHING - and now we hear them saying that it was **** ******** fault, he did not have a good working life saving device. Even after calling and speaking to all three of us on the telephone, they never sent a person to check to see if the device was worked - or to send medical help - is what we are saying. So, America Connect corrective action was to send another device in the mail, a second device, or maybe even a third device in the mail to an ill - totally disabled person who could barely move. After so many attempts on the telephone telling us to charge their device, they sent no one to check to see if **** ****** was alive - and when I answered their telephone call - **** ****** had died, and their stupid American Connect Device was still in the charger - charging.

  Customer Answer

  Date: 06/30/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23502465
  
  I am rejecting this response because:  America Connect is blaming **** ******, and even thou over a long period of time that they had detected a problem and that is why they called us numerous times but they took no action.  They are blaming **** ******, who is a sick, 100 percent disabled, totally cripple person who could barely move one step by himself. **** ******, ******* ****** and ***** ***** all spoke with American Connect staff on the telephone, they told all three of us that the life saving device needed to be charged, and we told them that the device is in the charger! All three of us told them the device is in the charger over and over and over - they kept asking us the same thing: is the device is in charger? They never sent a person to **** ******** location to check to see it the device worked, nor did they contact or call the police, or call the ambulance to check on **** ******!  **** ****** was found dead on 6 June in his bed, and the stupid America Connect device was still in the charger - charging. America Connect called me, telling me that **** ******** device was not working - one week after he had died..... So, what was American Connect next step, was to send a 3rd device, or a 4th device in the mail to **** ******... what good is a life saving device, if it is not properly hooked up / connected - and America Connect knew months prior that there was a problem.

  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 06/30/2025

  The money that I, ******* ****** is asking for... is to help pay for my brother **** ******** funeral cost. **** ****** had no life insurance policy to give money for no one. 

  I feel and I believe that America Connect should have / could have done, my brother **** ****** better with their life saving device / customer service

• Initial Complaint

  Date:06/18/2025

  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.

  My elderly mother, ******* ******** had a Medical Alert bracelet that I purchased thru ******. I paid the monthly monitoring fees thru my credit card. The service was fine, no complaints until I contacted them December 1st or 2nd, 2024 to cancel the service. They said they needed the equipment back. I said sure even though I had purchased it thru ****** as we did not need it. They sent me a return label and I mailed it back on 12/03/24. Proof of mailing with ****. Thru subsequent phone calls they admitted they received it on 12/10/24. The issue started when they continued to charge my credit card. I contacted my card provider and stopped any further payment and disputed two charges that went thru for December 2024 and January 2025. Since then thy continue to mail me bills for the account, despite several phone calls asking for resolution. Latest was June 6, 2025 with billing thru May 2025. Last phone call they stated it would take 90 days to fix. ????

  Business Response

  Date: 06/23/2025

  Good Day,

  
  This is being referred over to our ********************************** Team for review.  An update will be provided immediately upon availability.

  Business Response

  Date: 06/24/2025

  Good Day,
  Ms. ****** from our Billing/Finance/Revenue Team has stated the balance has been credited off to show zero balance, thus closing said account.  Ms. ****** was not able to reach client directly to inform of this development, however, was able to leave a voicemail to alert client.

  Customer Answer

  Date: 06/27/2025

  [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:06/16/2025

  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.

  On January 10, 2025 I purchased Medical Alert Duo for my elderly parents.When the charge appeared on CC it was for $239.35 more than quoted.Repeated calls to retrieve my stolen money have been unsuccessful. Repeated requests for a copy of the original invoice (my bank needed this for a CC dispute claim) were ignore. I was finally able to get a copy on JUNE 2, 2025.This company has stolen money from me, I have written proof of the quoted pricing and multiple emails from sales and billing personnel indicating they would credit my CC ************** appears police action will be my only means of recovering these ******** NOT BUY FROM THESES CRIMINALS! THEY ARE CROOKS who believe you will just go away over $239.35.!**** ********* will quote, sell you a system, take your CC, allow the incorrect amount to be charged to your CC and then send you nasty emails stating she will no longer be available to assist you.I have written proof of all these true statements.

  Business Response

  Date: 06/18/2025

  Good Day,

  
  This is being referred over to our ********************************** Team for review.  An update will be provided immediately upon availability.

  Customer Answer

  Date: 06/18/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23473315
  
  I am rejecting this response because:

   

  PLEASE SEE THE ATTACHED SUMMARY OF COMMUNICATION WITH FOUR SEPARATE CONNECT AMERICA INDIVIDUALS WHO ALL STATED THEY WOUDL GET THE ISSUE RESOLVED.
  
  
  Regards,
  
  **** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/23/2025

  Good Day,
  We have escalated this response to our Billing/Finance/Revenue Leadership Team for further review.  An update will be furnished immediately upon availability.

  Business Response

  Date: 06/23/2025

  Good Afternoon,

  Ms. ****** from our Billing/Finance/Revenue Team has spoken with client and has resolved issue.  An additional refund of 280 usd is being applied/processed.

  Customer Answer

  Date: 06/27/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23473315
  
  I am rejecting this response because:

   

  This issue took over 5 months to resolve, Connect America lied to me over and over regarding the matter, they refused to provide me with a copy of the original invoice which prevented me from being able to file a fraudulent claim with my bank.  They still have not provided an "Agreement" with the correct, quoted charges, for me to sign.  The individual who messed this up and lied to me regarding whose fault this is should be reprimanded, a credit toward next years' service should be offered for all the time I invested (40+ phone calls) to get this resolved. A written apology from the President of the company would be very appropriate.

   

  I have been in contact with the local television station.
  
  
  Regards,
  
  **** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/27/2025

  Good Day,

  These most recent concerns have been escalated to our Billing/Finance/Revenue Team for additional handling.  An update will be furnished immediately upon availability.

  Customer Answer

  Date: 07/07/2025

  The BBB Client has not satisfactorily resolved the remaining open issues.  I was giving them appropriate time to do so but they have not responded.  Shall I file a new complaint?

  Business Response

  Date: 07/14/2025

  Good Day,

  Well will address the issue further with this inquiry.  This is being escalated to our Billing/Finance/Revenue Team, with an update being provided immediately upon availability.

  Business Response

  Date: 07/14/2025

  Good ************************* from Billing/Finance/Revenue Team, she emailed client who said they were alright with the refund, but, the issue was that there was not a revised service agreement sent via email.  Ms. ****** has also made arrangements with our ******************** to have such sent today.  The client will receive it at their email address: ****************************
  .

  Customer Answer

  Date: 07/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23473315
  
  I am rejecting this response because:
  
  Connect American did send an agreement, but it has incorrect dollar amounts in it.
  
  Regards,
  
  **** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/16/2025

  Good Afternoon,

  Mr ****** informed our contracts department that the service agreement reflected inaccurate information on Monday 7/14/25.  Corrections were made and our ******************** sent a service agreement on 7 15 25 reflecting information that client agreed was correct that same day.

  Customer Answer

  Date: 07/18/2025

  [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. However, I am still pursuing a rate "lock in" as compensation for the more than 6 months they ignored my requests to resolve this issue.
  
  Regards,
  
  **** ******
  
  

• Initial Complaint

  Date:06/10/2025

  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 subscribed for a Medical alert necklace for My elderly father, the necklace is suppose to have GPs tracking for my dad's location at all times. The first incident my dad push the button while at the mall in his car, they sent the fire ***** to his home where he was not there. They never made contact with my dad they left a note in the home that they were dispatch to his home. I called to figure out why the *** did not work to locate him? I was told that the device my dad had was an old device and the *** didn't work as great as the new devices. I sent the device back to get the new device that is suppose to be *** compatible, I spent 3 hours on the phone with the different departments and **** trying to get the *** locator in sync, the *** assured me that they didn't know how well the *** was going to work. The device is more of a hassle than it is worth having and each *** was never assuring that my elderly father was safe with this device. I had automatic billing every month, On May 9, 2025 I was billed twice, I spoke to *** in the billing department, he told me they made an error and didn't bill me for the month of April so they billed me twice in May. I told *** I'm disputing this double charge, I wanted a refund and the account closed. *** was suppose to put in a dispute of the charge to be refunded. I then spoke with Tijuana in the cancellation ***** I told her I wanted to send back the device close this account and I wanted a refund for one of the charges, because the error was their companies fault. Tijuana said she would send me out a return label and they will refund me the amount of $52.95. I returned the device May 28, spoke with ******** in billing on June 10, about the refund of $52.95 that *** and Tijuana said I would receive she tells me that they have no notes on my account to be refunded. She doesn't see any notes of my previous three calls, however she does see as of June 3, where I sent the device back. They tried to bill me again on June 9.

  Business Response

  Date: 06/17/2025

  Good Day,

  
  This is being referred over to our ********************************** Team for review.  An update will be provided immediately upon availability.

  Customer Answer

  Date: 06/18/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23450934
  
  I am rejecting this response because: My initial first call about the refund I spoke to *** in the billing ***** who told me I can be refunded the $52.95. I then spoke to Tijuana(twice) in the *********************** who said that my money would be refunded to me. Then on 6/10 I spoke with ******** in the billing ***** who told me that my account hadn't been previously noted by either ***** I asked if I can speak to a supervisor, she told me someone would contact me back that day. I'm writing this on 6/18/2025 no one has contacted me yet about my previous call. I reject the companies response, because I have spoken to billing three times and this matter has yet to be resolved. I was told by the representatives of the same department they are going to forward this to, that I will be issued a refund since May 27, 2025. I have mailed their equipment back to them and ******** in billing verified she saw the device in shipping  back to them. 
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/23/2025

  Good Day,

  We have escalated this response to our Billing/Finance/Revenue Leadership Team for further review.  An update will be furnished immediately upon availability.

  Customer Answer

  Date: 06/24/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23450934
  
  I am rejecting this response because: I was contacted by a ******* ******* the building supervisor she left her number and extension. I have called a total of four times, at different times and all I get is a message that says her extension is not available. I have left a message on 6/23/2025 and 6/24/2025 with no response. 
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/27/2025

  Good ******,

  Per Ms. ******** a month refund will be given as a courtesy to settle the matter.

  Business Response

  Date: 06/28/2025

  Good Day

  Ms. ******* called Ms. ****** and left a detailed message about the refund being processed and when she can expect to see the funds. Ms. ******* also left contact her information for the client, in case further action is necessary. 
  
  
  
  
  
  

• Initial Complaint

  Date:06/02/2025

  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.

  On or before 11/18/2024, I contacted Medical Alert/ Connect America to notify them that we wished to return the unit that we had rented for my mother several years prior. One November 18th, they sent me a return label to return the unit. I used that label to send the entire unit and all accessories back to Connect America. On March 15th, 2025, I saw that we had been charged $395.40 by Connect America. I called them and they told me thar they renewed the contract because the pendant had not been included with the rest of the equipment. While I dispute that, I have no way of proving that the pendant was not there, so I would have to accept a $150 charge against the return credit; however, they would return the remainder of the money to me. On April 25th, I received a credit of $90.40, far less than I was expecting. On Wednesday May 28th, I called Medical Alert and spoke to a supervisor who said she had a bad connection and would call me immediately back. She never did. I called again later that same day, and was told that she would call me back. She never did. I called today, June 2nd, and was told that that from the $395.40 they subtracted $150 for a missing unit plus $120 for a missing pendant and a $35 restocking fee. It was explained to me that the $150 and the $120 were both because the pendant was missing. I told them that this was unacceptable and I wanted to speak with a supervisor by the end of the day or I would report this to the better Business bureau. To me, this is an unfair action as they do not dispute that the unit was returned, but are charging me an excessive amount for the return and the disputed missing pendant.

  Business Response

  Date: 06/04/2025

  Good Morning,

  Our billing/finance/revenue team had entered the refund of 120usd at 8:14am on 6 3 25.  Depending on the financial institution, availability of funds can take anywhere between ***** business hours.   Additionally, Ms. ****** from the aforementioned team, informs that two attempts were made to contact the client to provide an update. The calls yielded no result as there was a ****** recording that came over the line on the client's end halting the connection.

  Customer Answer

  Date: 06/04/2025

  [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:05/21/2025

  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 am filing this complaint regarding a medical alert device I ordered for my mother, which I never received. Despite the absence of an order confirmation or delivery, I began receiving invoices for the product. I have made multiple attempts to contact the companys billing department to resolve the issue. Regrettably, each call resulted in prolonged hold times and a sudden disconnect without any explanation.This lack of responsiveness has been extremely frustrating. I also sent an email clearly explaining the situation but received no reply. To escalate the matter, I sent a formal letter via ***** to the company's corporate billing department. As of today, I have not received any acknowledgment or follow-up.This continued breakdown in communication reflects poor customer service and raises serious concerns about the company's billing and customer support practices. The absence of meaningful engagement or resolution has left me with unresolved charges for a product never delivered. I am seeking immediate assistance to resolve this issue and prevent further billing.Please refer to the attached documentation, including my original email and the ***** letter sent to corporate headquarters.

  Business Response

  Date: 05/22/2025

  Good Day,
  

  This is being referred over to the appropriate department for a thorough review.  An update will be provided immediately upon availability.
  

  
  

  Customer Answer

  Date: 05/23/2025

  [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:05/01/2025

  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.

  ***** *******, with my (*** ******) help, purchased a Medical Alert Button on Feb 6th 2025 and after their CS person over the phone tried bout 15 times to get this to connect as a test from inside her house was unable. So the CS person said to return it for a full refund of the $605.45 amount. I sent the device back on Feb 20, 2025 and they received it on 3/17/25 and then told us that her refund amount would be $333.60 instead of $605.45 declaring that there was a programming fee or the device being over 30 days before receiving the device back. We had purchased a full years monitoring fees along with the device for this $605.45. I was told that it is in writing that they could keep the $271.85 amount so they did and only refunded the $333.60 back on her credit card. We feel like we have been scammed for this $271.85 and ***** is 81 years old and needs every ***** of her limited funds to carry on everyday life. Please help us to secure this $271.85 amount that they have "stollen" from her...Thanks in advance for a prompt answer.*** ****** *************

  Business Response

  Date: 05/02/2025

  Good Day,

  
  This is being referred over to our ********************************** Team for review.  An update will be provided immediately upon availability.
  

  
  

  Business Response

  Date: 05/02/2025

  Good Afternoon,

  Per ********* from our Billing/Finance/Revenue Team, the refund has been processed along with client notified of such.  Ms. ****** also says that client is now satisfied.

  Customer Answer

  Date: 05/07/2025

  [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:04/24/2025

  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 have canceled the device and they received the device back on February 14th 2025 They are still charging my bank account ever since. Have spoken to them and they said they would resolve the problem. And they still haven't. Being charged 50 dollars a month since then. I want this stopped. And a complete refund. I'm the *** for ***** ******, whose name is on the bill.

  Business Response

  Date: 04/28/2025

  Good Day,

  
  This is being referred over to our ********************************** Team for review.  An update will be provided immediately upon availability.
  

  
  

  Business Response

  Date: 05/01/2025

  Good Day,

  Ms. ****** from our Billing/Finance/Revenue Team has been in contact with client.  There was a discrepancy over the refund amount and whether there were additional charges made.  Ms. ****** offered to investigate the matter further and review any bank statements that showed unauthorized or disputed charges.  As of this moment, Ms ****** has not received said statement, but, will await such and immediately review upon receipt.

   

• Initial Complaint

  Date:04/07/2025

  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.

  Transaction date: 01/07/2025 Amount: $179.70 Charged against my credit card in error. Connect America Medical Alert (CA) said refund would take 40 days. I called CA after 40 days when $ not refunded. They said an error caused refund transaction to be cancelled.They assured me $ would be refunded in an additional 30 business days. I calculated that date to be 03/27/2025.Refund was not received.Because they deal with elderly population that requires a medical alert device, it's possible many seniors forget to claim their refunds after so long a time.

  Business Response

  Date: 04/07/2025

  Good Day,

  
  This is being referred over to our ********************************** Team for review.  An update will be provided immediately upon availability.
  

  
  

  Customer Answer

  Date: 04/08/2025

  forgot to mention in original complaint that I had emailed ****** ****** at Connections America last week asking for her help in resolving the issue but to date I received no reply. I hope the billing department will take action to refund my money. I am not trustful that they will. I do not want to close the case.

  Business Response

  Date: 04/11/2025

  Good afternoon,

  Per Ms ****** from our Billing/Finance/Revenue Team, the requested refund has been processed and client is satisfied with such.