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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
Al
Aug 15,2022Absolutely worst customer service of all time. The “customer service” person was a pushy, lying salesman with no respect for my questions or concerns. It concerns me that this is supposed to be a company to help older people. It seems like they are taking advantage of older people being intimated and confused. Please consider turning this company in to better business bureau. It is not only sad but should be illegal.
Michelle Ratcliffe
Jul 27,2022This company is the worse.....they make mistakes and my 91 year old mother-n-law has been without a phone for 2 weeks. I wouldn't recommend this company to anyone. They want their money on time but they can't give service on time!! Michelle Ratcliffe P.S.I wouldn't even give them 1 star ....how about a negative 5 stars
Igor
Jul 24,2022Contacted un-Lively to find out why my aunt's old phone number had not been ported over to her new T-Mobile phone. The first useless person I spoke to could not understand what I was trying to accomplish, even after four attempts to explain. Finally after 45 minutes of frustration, I asked for a supervisor. And things went downhill from there. The supervisor, Wanda, working from her home in Henderson, NV, was ineffective, incoherent and mumbling. I told her I believed she'd been drinking - this was at 4pm on a Saturday - and she did not deny it. She was certainly very apologetic from that point on, but still unable to accomplish what should be a daily task for these people, that being switching a phone number over to a new carrier. Do not put your trust in this company.
Marianne Smallbridge
Jul 21,2022On May 26, 2022, Lively (formerly Great Call) failed my mother and my family. She woke up dizzy and pressed the button on her medical alert necklace only to have a person came on telling her to “phone back.” Seriously?? The whole premise of Lively/Great Call is to send 911 to her residence, and then phone her contact, who is me. My 94-year-old mother had to scramble to phone me. She was hysterical. She was dizzy and couldn’t get up from the floor. I phoned 911 from my home –in a different state-- and then sped to her home with her door key just before the EMT were about to break down her door. After 9 hours in the ER, she was admitted. Thankfully, she is okay today, but the trauma for both of us still resonates two months later. I signed up for Lively/Great Call two years ago, precisely to avoid this kind of situation. I contacted Lively/Great Call a total of 9 times asking for an explanation as to what happened. I phoned, e-mailed and filled out forms all to no avail. All I got was a run-around and a semi-apology --verbatim: “The Five Star agent did not follow protocol. She will be coached on what she should have done.” Too little, too late. I have contacted a local TV station Consumer Reporter. In the meantime, thought I should report it here, too. This company is disorganized and appears only interested in making money for itself, David Inns, its CEO and for Best Buy, the company that sells their equipment. Disgraceful and could have been deadly.
S. Lyon
Jul 16,2022First experience trying to reach customer service and been on hold for over thirteen minutes. SO unimpressed with this company so far.
Bee
Jul 15,2022I purchased the Jitterbug Smart phone 3 for my 90 yr old dad. I got the 300 limit plan because he does not text or use the internet/wifi. People need to know this was not a senior easy affordable phone as advertised. Data usage shot up on his second bill. All Lively could tell me is he used data... No how, where, who or what details. Just he had an overage of almost $50. I was told to check the settings. I turned his phone off waiting to get it deactivated, July 27. (LIVELY WILL NOT TURN IT OFF BEFORE THE CYCLE, SO THEY WILL NOT HAVE TO PRORATE ...EVEN THOUGH THERE'S NO CONTRACT). I am/was afraid to turn the phone back on to check the settings because I am/was being charged and don't know why and no one can give me specific details. When I had spoken to a sales rep, I was told it was an easy use (as advertised for seniors) and I would have no problem with internet, wi-fi or texting. All my dad needed to do was use the "phone and contact" button. Not so. If your loved one/senior is not technical and know what is using data on their Lively Jitterbug Smart3 phone..they can be charged if something is on causing overage. Customer support was not helpful. The first time I called for support the rep was rude and could not answer my questions about what was using data...was told repeatedly that's what he owed and to look on the phone. There were no details online about the overage. I called several times; I was put on hold several times while waiting on answers... Never did answer questions. His 30 days are up for refunds. My Dad has lost money on the phone and service he cannot use. The sales pitch and advertisement stating "Cell Phone Designed Specifically For Seniors! Easy To Use, Big Buttons, Affordable Service" is relative. All I have gotten so far about overage is he used it. But, NO PROOF. Just wanted seniors to be aware they can be charged overage to their phone without proof. They just put the amount due on your bill.
Joy Lozano
Jul 09,2022I called to cancel this phone service when my father died. The woman said it was canceled. Still getting bills for service three months later. Called again and customer rep said she had canceled the service but could NOT send a confirmation email that service had been cancelled. I would only be able to get a confirmation via postal mail. What kind of company does this in 2022? Very unprofessional.
Nancy
Jun 18,2022Worst customer service and tech support. This is supposed to be for seniors, yet new upgraded phone couldn't make calls nor receive them after the startup. Went through 2 tech, 1 actually got angry at me because she was asking what materials my house was built from, and that could be why calls could find server, yet the phone could make and recrive texts. I cancelled them, my elderly mother made the decision it wasn't worth the aggravation.
Don
Jun 11,2022Bill paid on 5/23. Lively received payment on 5/26. Check cleared my bank on 5/31. Lively collections called on 6/7 to assertively demand immediate payment. No satisfaction trying to reach anyone in customer service who can explain this error.
Frank W.
May 27,2022The smartphones are not smart at all..... Customer service, when you first purchase a phone was just okay, a bit pushy. After that forget it don't try to get in touch with them. And once you order? Don't try to change it because you can't not even 15 minutes later. It's horrible customer service and horrible service regarding returns or trying to get in touch with someone or trying to get information. Do YOUR OWN research. Youre better off to buy a smartphone that's actually smart if you have a smartwatch or anything else....These phones do NOT work with wireless charging they do not work with health watches!!! Of course they don't tell you that.... I'm glad i did not officially make the switch. Now i have to wait 15 days for a return to sender package to be processed, an unopened brand new box return to sender! And now they want to charge me $10 stocking fee. What a joke. Do not recommend them. After much research I'm going with mint or visible service.
Edward Manuel
May 20,2022Excellent service very polite would recommend them to anyone
David MacArthur
May 15,2022My mom had this service and never used her phone so we finally cancelled it, but they kept billing them and then sent it to collections when we didn’t pay it. Terrible predatory company. Also, terrible service in the first place. Avoid them.
Robert Migliore
Apr 03,2022One of the worst customer service experiences I have ever had. The representative at the activation Department was rude and condescending. Word of advice take your business elsewhere.
G Ohio
Apr 03,2022After losing my 3G coverage on my 8yr old flip phone, I was wanting an entry level smartphone that was going to be reliable but not cost $400-500! So far, this phone does fit the bill. I do not stream or download movies but do call, text, pictures and a little internet browsing. I have not tried the maps/gps yet. Call quality is same as my old Verizon quality. Lively customer service has been polite and very helpful. Sometimes we have learned together!
D A Douglas
Mar 31,2022Do NOT deal with this company. Tech Support is non-existent. My Smart 3 inexplicably lost the dial pad so to call anyone I had to create a Contact for them. Twice I was told by the Customer Support Rep that a more experienced tech would return my call within 72 hours. Neither call came. Am replacing the phone and service provider. This is the worst Customer/Tech Support (???) I have ever received.
Shirley Nevins
Mar 25,2022I was on the phone with customer service for 1 hour and 15 minutes. I bought the phone at Best Buy at the end of January 2022. I wanted a small phone for carrying around and running volunteer jobs. It took 3 tries to port my new phone to my 10 year old number. Then when it was ported I spent another month getting the service. All the while being charged $28.30. ( not $ 19.99 as advertised) ! So basically I have paid that amount plus connection service + the phone cost. I have made 4 phone calls on it in 2 months as it never seems to have service ! When I complained -- they told me they would give me a whopping $ 10 credit back !! I was also told that I could transfer my over 400 phone contacts over easily ! Short of poking every number and letter of my contacts in manually -- nothing has worked. This should take me days to get all my contacts back in this phone. I WOULD NEVER RECOMMEND THIS PRODUCT OR SERVICE TO ANYONE ! This may be the most disappointing technology experience I have had. I was mislead by Best Buy and the Lively Customer Service as I was told what appears to be untruths all along ! BE SMART go somewhere else !
Tom W.
Mar 02,2022I had a very good experience with customer service; they were friendly and quickly helped me activate my phone and transfer my old number. I am very pleased with the voice quality and clarity. I rarely used my old phone because I had difficulty understanding what people were saying. The phone is easy to use and holds a charge for a long time if you turn WI-FI off which I never found a use for on this phone (no internet capability) Only complaint is trying to text with buttons that have multiple characters- the trade off in having such a small convenient phone and common to all flip phones.
A scammed customer
Jan 05,2022They get worse than 1 star, they get zero. My 82 mother was not only taken advantage of, but there is also no easy way to cancel the account. Additionally, they charged her for a higher plan she didn't order, the phone would not work right, the customer service did not know all the coding to make it work right, and they hacked it and someone else used it immediately. Even as the authorized person they would not let her daughter do anything on the account to help and made the comment that we must have bought it from some 3rd party vendor as if their abuse was our fault. No, we did not, and they are an abuse to seniors. Now we are having to go through heck just to get her out of this farce and we only bought this one because it was on the consumer list of good phones for seniors. Don't ever buy this phone or service. It's a scam.
Charlie
Jan 02,2022Flip phone difficult to use and even dial a number. Wanted to cancel service and it took the customer service over 24 hours to cal me back. I called them at at 1:42 on Friday 12/31/2021 and they stated that someone would call me back in 10 minutes. Customer service finally called back at 6:12 pm on Saturday 1/1/2022. Wow that was a long 10 minutes. After speaking with an agent SHE was very RUDE hung up on me and immediately cut off my phone service even though I was paid through January 6th 2022. There are cheaper services out there so I would NOT recommend this company. There are cheaper services out there. Do your homework before signing up with this company.
10945 Vista Sorrento Pkwy, Suite 120, 92130 , San Diego, US
https://www.lively.com
John Sandstrom
Aug 30,2022Lively was purchased by my father and for 14 months he never activated the phone attached to the service. Lively has demanded payments, even after his death. Lively charges even though your phone never has made a phone call. Thumbs down (x2).