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Lively (formerly GreatCall) is the leader in connected health for active aging. With health and safety solutions for older adults and their family caregivers, Lively’s innovative suite of easy-to-use mobile products and dedication to customer care helps aging consumers live more independent lives. Products and services include Jitterbug Flip and Jitterbug Smart phones, the Lively Mobile Plus medical alert device, plus health & safety services Urgent Response, Urgent Care and the caregiver Link app.
Reviews 267
Jon Pavlik
Jan 08,2023"No service" as of Jan 3nd, the tech claimed they had experienced some sort of problems related to the weather/storms. Now it's Jan 7th and still no service. Initially told it would be resolved in 24-48 hours. Tech claimed this was only affecting the "flip phone" models they offered. I asked if they would send me a working phone replacement as a workaround in the interim. They rep told me it would be faster and easier for me to go to Best Buy and purchase a phone myself. Tech then told me they would not send a replacement phone while their service was down. TRASH Customer Service.
Erica Mcfadgon
Jan 08,2023Great company
Peggy Sue Moore
Jan 07,2023The service went off in the phone on Monday Jan 2nd, I contacted customer service said the service was in repair and would be on 2-4 hours Tuesday Jan 3rd still no service I called back lively rep stated she had no knowledge why the service was off but that she will Report it and stated. Could buy a new phone that it may be the problem so I purchased a new phone then she gave me 50 off for inconvenience, still no service as of Friday Jan 6th I have the new phone and can not activate it Have been on hold for 3 hours on another phone and no one will answer The new phone guide says got online to activate but it’ll ask for your zip code approve service for that area but won’t allow you to go any further. The last rep I spoke with on Friday at lunch told me the reason there was no service was because lively was shutdown for updates and everyone was getting a free new phone I inquired why didn’t the company notify customers This phone is for an elderly disabled person whom has had no phone all week!!! Also why didn’t the first rep I spoke with explain that instead of saying she did not know why the service was out Also why did she charge me for a new phone if livley is giving the new phones as replacements, she stated she was giving me a refund but still NO PHONE SERVICE AND CAN NOT ACTIVATE THE NEW PHONE!!!!
customer
Jan 06,2023The absolute WORST COMPANY SERVICE EVER!!! My son lives alone and is disabled!!!!This LOUSY company provided NO SERVICE because they claim my sons Jitterbug phone was OUTDATED and their wireless network was having problems providing service to a 3 year old purchased product!! GIVE ME A BREAK!!! My son has a heart condition and each time I called his phone it went directly to voice mail. I have to call the police to do a wellness check or knock his door and scream at him wondering why he’s not answering!! Through NO FAULT of his! I receive an email 2 weeks later with THEIR LAME EXCUSE!!! NEVER EVER PURCHASE ANY PRODUCT FROM THIS UNPROFESSIONAL CARRIER!!! JITTERBUG/LIVELY.COM. ALSO, they automatically charge my credit card for monthly service AND sends me a bill..WHO’S RUNNING THIS COMPANY???
Vincent
Jan 04,2023Without a doubt, this is the most consistent poor Customer Service experience I have ever had. I have been dealing with these folks on-and-off for months now regarding my 92-year-old mother-in-law's phone and her wearable device. Over the course of the past 20 or so calls: 1.) 40% of the time, I have waited on hold for at least 15 minutes, only to have my call disconnected. 2.) 80% of the time, I have been told that my issue will be resolved after the "system" updates overnight, only to find out that it was not. 3.) 99% of the time, the first person that I spoke with could not help me so I was transferred to another person (who also could not help me) and so on... This can go on until I request a Supervisor. 4.) Twice while on hold, I decided to go with the "call-back service", so as to not lose my place in line. 5.) The equipment is junk. Within two months I had to replace the wearable pendant twice. Finally I went to Amazon and purchased one that mananged to last 6 months. On the up-side... 1.) The Urgent Response Service was always terrific when the wearable pendant was working. The outfit that Lively outsources that leg of the business to, does a reliable and concientious job. 2.) When I called to cancel the Urgent Response Service (mom lives with us now) the gal that took the call knew exactly what to do and executed the task (as far as I know right now) as requested. This was after waiting 15 minutes, getting disconnected, calling back and waiting another 13 minutes. I guess we'll see when I get the next bill.
Larry Liebersbach
Dec 20,2022While trying to import old phone numbers the Lively representative asked for a Pin number. We kept getting new Pin numbers that didn't work. What they should have asked for was a "Transfer Pin".. When the Pin didn't work, Lively never called me to let me know there was a problem. I called back in 10 days to report non transfer. This happened 3 times until the last Lively representative asked for a "Transfer Pin".. This took over a month to finally transfer these numbers. Lively insisted they called me with the difficulty of wrong Pin. They never did. Since I had to keep both phone services I thought I should get some credit. They stopped the emergency service during this time Nov. 11 thru Dec. 15 and I thought I should get credit for this no service during that time.. Again credit for their mistake was denied. Lively "Customer Care" representatives denied my claims.. in essence calling me a liar. Phones seem to work OK but the service people 1. Do not complete the job. 2. Do not communicate with customer there is a problem. 3. deny any responsibility for their mistake.
John Toth
Dec 16,2022Awful! Purchased device but it would not "activate" per instructions. Called customer service and was transferred 3 times to find out I had to return the device. And even though device didn't work, I was charged an activation fee of $26.50 which they would not credit back even though the device never activated.
Pat Turner
Nov 23,2022Something was wrong with my wife's smart phone and it would not ring. It would vibrate when it had an incoming call, but no ring. Service rep could not reset or fix the issue on three call to them. It was supposed to be escalated to a higher help level and someone would call us. Three weeks later no one had called. Called again and had the phone service discontinued. Then I got a bill for a months future service and an added $40 for data overage. Heck my wife doesn't even know what data is! This company will take advantage of you. Trying to be nice, but they are not helpful to the customer. Oh, almost forgot, had to turn off the Emergency Call icon and plan as it is totally in the wrong place on the screen for a right handed person. My wife called the Call Line eight (8) times the first two days by accident. They have no plan to move it somewhere else on the screen or making it harder to use. After looking at Internet reviews found this Emergency call icon has been a problem for thousands of people. Pat Turner, Tennessee
TONYA RIGGS
Nov 23,2022I gave this one star but even that was too many. I purchased the Jitterbug Flip 2 phone for my 85 y/o friend who wanted a very basic phone. I thought this would be a great phone for her. Unfortunately it turned out to be a nightmare and she has only had it 3 weeks now. Thankfully the phone itself was inexpensive and there is no contract to force her to keep this piece of junk phone. Within two weeks of having the phone she has received 80+ notifications on it and there is no way to block them. I've reached out to Lively multiple times and nobody seems to care and they say there is nothing that can be done to stop them besides doing a factory reset. Had I known this to begin with, I'd have never purchased the phone. Needless to say, I plan to find her something better! My only advice.... Don't waste your money!
Carlos Dye
Nov 09,2022I bought this phone for my 92 year old mom. The first few months,the bill was $34 as agreed. Then I got the november bill for $100. My mom made 3 calls snd recieved 6 texts. I was told by customer svc that she exceeded her data plan. Total rip off company. I told them to cancel my plan. Wish me luck!
Annabel Pougnier
Oct 27,2022Lively took three weeks to port our user’s number. Our first request was incorrect, and was corrected 48 hours later. From that time, they took three weeks, and we called them many times to enquire during that period. Unacceptable. Also, flip basic model allows ringer to be disabled easily inadvertently by user.
Annette R
Oct 18,2022Total rip off! Total rip off!! I purchased for my Mom. Soon after receiving, she began getting marketing text messages. This phone was used only for family. Then on two occasions I called her, a recording from Verizon came on saying the phone number was not in service. In trying to reach customer service, I was on hold for over an hour. When the Rep got on, he was trying to figure out the problem. He couldn't figure it out. I asked him about the monthly usage on the bill and he said it was fine. So today, one month later, I called about credit for when the phone was not working and they say it was turned off for over usage, YET they still charged me on my autopay, PLUS over $100 more than the monthly. Complete B.S!! They market to seniors and try to rip them off. READ ALL THESE REVIEWS!!! A 1.3 tells you how terrible and ruthless this company is.
Anthony Traub
Oct 15,2022I suspect any of the positive reviews here are planted. Go to BBB where there are 117 reviews, all bad.
Beverly Jarvis
Oct 13,2022My husband cancelled his service today because he got a new service. He paid his bill October 4th for the month. He asked for a partial refund on the payment he made ( which is deducted automatically). They refused him and are keeping the money even though he terminated their services.
Tami
Oct 09,2022My mom died, and I called Lively to have her phone service cancelled. The rep, Jennifer, cut the service right in the middle of our call, leaving me hanging with a question about how many days were left on the plan. Terrible!
Dawn Shay
Oct 04,2022After 3 weeks I am still trying to get my mother's cell phone # ported to lively. This should take 5 minutes, not 3 weeks. Each time I call they tell me they are escalating and it will take another 1 - 3 days. Each time I call back, I get the same answer but it takes lots of waiting on the CSR to get back. Supervisors have not been any help either -- even when they do actually get on the phone. I cannot lose my mom's cell phone # and they do not seem to care. Worst customer service ever.
Esperanza P. Sanchez
Sep 21,2022I bought this phone for my 93 year. Old Mother. They stated it was very easy to use. BUT ITS NOT!! The other phone she had, I was able to input her important number and she was able to just press one number and she could reach us quickly! I had called Customer Service, Face screen was BROKEN! I was told they do not replace that!! Why??
Marc Gimbel
Sep 15,2022Lively’s concept for providing an easy to use cell phone for seniors is a good one, but their service execution is terrible. Customer service reps are inept and rude, and the company has one particular policy that is unconscionable: They charge customers for incoming spam text messages. While virtually every other reputable cell service provider did away years ago with charging their customers for spam text messages, Lively refuses to do so, thereby collecting what can amount to significant additional revenue from unsuspecting seniors for messages that are completely out of the user’s control. And Lively’s response when this was brought to their attention: “you can upgrade your service plan to one that includes unlimited text messages at no additional charge by paying $5 more per month for the upgraded plan. Then you won’t be charged for unsolicited spam text messages.” This response is an obnoxious attempt to yet again take more revenue from seniors. The bottom line: Lively should not be charging seniors for spam text messages that seniors have no control over. Doing so is an unconscionable act of taking advantage of the vulnerable customer base that Lively targets with their cell phone service. Be aware. And shop for another cell phone provider.
Consumer
Sep 02,2022My 92 year old mother had a Lively account. Her phone died three months ago. After many, many unanswered phone calls to Lively I wrote them explaining that her phone was not able to be used. Bills kept on coming and I again wrote them since no one answered by phone. Finally spoke to a person at Lively and they refused to correct the bill and were very unhelpful. Would never recommend this company. The person I spoke to said all transactions had to be fone by phone. She had no answer when I explained no one would answer their phone. Very unhappy with them
10945 Vista Sorrento Pkwy, Suite 120, 92130 , San Diego, US
https://www.lively.com
Chuck Traugott
Jan 08,2023My 91 year old mother has a Lively phone. The locater service stopped working on December 26th and the phone service stopped working on January 3rd. They are blaming it on a software update that negatively affected the jitterbug flip phones. Nothing works for incoming or outgoing calls. Their recording suggests that an alternative phone be used for 911 calls. What about customers who do not have an alternative? Today is January 7th and they STILL HAVE NOT FIXED THE PROBLEM!!! This is ridiculous. They term themselves "reliable" and try to cater to seniors who have limited technical ability. If they really cared this problem would have been corrected within hours.