Reviews

This is the worst customer service I have ever experienced! I am 82 years old and not tech-savvy. This company is supposed to be user-friendly to seniors. I have been a long-time customer of the old ********************** phone from Great Call and have never had a problem. My original phone stopped working, and after spending hours on hold to reach customer service, they were not able to fix it. Okay, I ordered a ***lacement phone, and that's when the nightmare began! I was told the phone would be easily activated. NOT TRUE! After holding for hours to reach customer service, the *** was unbelievably rude! He instructed me to take the phone apart so he could "troubleshoot." When I was having trouble removing the parts he became very condescending. I became so frustrated and upset that I canceled my service and requested to return the ***lacement phone. He said I would be charged a $10.00 fee and have to take it to *** and pay shipping charges. I am so disappointed in this company that is supposed to be patient and kind to seniors! If I could give them ZERO stars I would.

Hello ******, we apologize for you recent experience with our ************* and appreciate your feedback! Please be advised that we will look further into your call with our **************** so we may review and handle accordingly. We strive everyday to improve our customer service experience and ********************** appreciated when it is given so we may forward to our development team. As of today, we reviewed your account and show it has been disconnected as of December of 2024. Thank you.

Hello, Thank you for your response. I appreciate you checking into this issue further. After being a loyal customer for so many years, I am so very disappointed in the service I received. I used to tell my senior friends how user-friendly this company is for seniors. Please advise your customer service **** to treat us with patience and kindness. That was the service I got in the pastunfortunately, not this time. Yes, my service has been disconnected as of December 2024, and I no longer have a cell phone. Thank you.

Worst customer service ever!!! I noticed you reply to unsatisfied customers to call you. After long wait times, being disconnected, **** with attitude and never getting the problem solved, who would want to deal with you again. I immediately cancelled my service.

Hello, we are sorry to hear that you were not completely satisfied with your service and we appreciate your feedback. We see that you attempted to transfer your phone number from your previous carrier via an online request, however, due to miss information, the request was declined from your previous carrier, and that request was eventually cancelled. The request was then resubmitted via a call to our ***************** and again, the information received was incorrect. When transferring a number from one carrier to another all account information must be correct, if not the transferrer will not complete. We did receive an email request from you to cancel your account and this was completed. We appreciate you trying our service and apologize for any inconvenience this may have caused. Kind regards,

I cannot believe that **** advertises this in their magazine. Most of the articles are so helpful & they advertise the easiest smart phone and flip phone. I got the flip phone for my elderly Mom so that her life would be easier as she is not tech savvy at all. When I spoke to someone over the phone to place my order, it was all ******************** I was supposed to receive the phone within 2-3 business days, but it took 5 days. I was on the phone for 3 1/2 hours to get help activating (between ridiculously long wait times and the helper not knowing much). Eventually, I figured it out mostly on my own, but this is NOT such an easy phone to activate if you want to keep your phone #. When you do want to make a call, you can scroll down to the contact and you have to press OK button 3 times to actually make the call. I will have to educate my mom on how to make a simple call. Hopefully it will all work out.

Hello *********, we are sorry to hear that you're not happy with your purchase or your experience with ************** We hope that moving forward your experience will be better. We appreciate your feedback regarding the steps to make a call.

Best Buy and Health Company should never be allowed on the same page much less in the same sentence. A complete failure when really needed. This is what I sent to Lively and have yet to have the situation resolved. Very dangerous if you depend on these folks to protect your elderly parent. Pasted below with specific info redacted: Account *******, received notice of "unable to process payment" via email, I immediately went onto the account and added a payment method, Credit Card and it was billed, and I elected to keep this as my payment method. I went out of town and upon my return I find several bills and letters from Lively stating overdue, not a problem as I will once again go onto the account and provide that information. My concern is that the client/patient had an actual emergency and pushed the button only to get notified that he was being canceled. On or about the 6th of 7th of October ***************** pressed the alert button because he had fallen and severed an artery in his head and was bleeding out only to have to engage in pointless conversation. The address and age are on file, the man needed an ambulance, he went to you for help and apparently was given the run around. I will reserve judgement until I see a transcript of the emergency call and at this time am requesting a transcript of the emergency call made by your customer ****************** from his ********************** device on or about the 6th or 7th of October 2024 be sent to the email on file for the account *******. That email is ****.xxxxcom and is in the record as email contact for this account, *******. Today's date, Oct ******* and time is 13:56 Central Time. Please provide the requested transcript immediately.I have yet to receive any meaningful communication from these folks. A real danger to the community at large, the call center personnel obviously poorly trained or untrained.

Hello ****, we are sorry to hear about your experience with your Lively Mobile Plus account. We appreciate your feedback and have located your account. We have attempted to call you but have been unable to connect with you. Please contact our **************** at your earliest convenience for further assistance. We apologize for any inconvenience this may have caused.

I am writing to express my extreme dissatisfaction with the level of customer service I have recently received from Lively. Last week, I endured a frustrating five-hour ordeal attempting to activate a replacement phone. During this time, I spoke with four different customer service representatives, each interaction proving more unhelpful than the last. One representative, upon learning that this phone was intended for my elderly mother residing in an assisted living facility, offered insensitive and dismissive remarks. She suggested that my mother "must have a landline" and is "clearly not alone," demonstrating a shocking lack of empathy and understanding for a vulnerable customer's situation. Furthermore, none of the representatives I spoke with were able to identify the simple solution: that the replacement phone needed to be added to the account. This basic troubleshooting step should be common knowledge for any customer service agent, yet it was only resolved after finally reaching your technical support department. This entire situation was exacerbated by the fact that my mother's original phone worked perfectly until a recent update rendered it unusable. I was essentially forced to purchase a new device due to your company's software malfunction. To add insult to injury, my father is now experiencing similar issues with his phone. This level of incompetence and disregard for customer well-being is unacceptable. An explanation for the rude and dismissive behavior of your customer service representative was not forthcoming, nor did I receive the money back for the new phone, as I requested.

we are sorry to hear about your experience with customer care, and we appreciate your feedback. Lively strives to enrich lives through technology and meaningful connections. Please call ************* at, **************, and request to speak with a supervisor regarding your experience. They are more than willing to assist with any issue. Again, we apologize for your experience.

My Mom is 80 years old and on a fixed income, she has been with this company for years!!! Her phone has a blank screen and it will only call the last number she dialed by pressing the up and down buttons. I called this crappy company, and everyone was rude and did not care, I found another phone that they sent her in 2021, and tried to activate it with them, oh it's outdated we don't support that phone. So now they want me to buy another phone with them because they have obsolete stuff that doesn't work. **** granted it's a 2021 phone but nobody has that kind of money to throw away for another crappy phone that breaks and or they don't support it. The *** said well you are in the new era where you need to learn new technology or be without a phone. S**** you ***** why does she need to change for your lousy customer service. The phone hasn't rang in months, you can barely get the phone to work without hiccups or restarting and she is the one that needs to pay for a new one. Worse customer service EVER!!!!! RUNNNNN!!!!! cheap a** service is what you get and cheap a** phones!!!! DO NOT LET YOUR PARENTS RUN INTO THIS CRAPPY COMPANY!!!!!!!!! Oh and don't email them they won't respond because are time is not worth their headaches!!!! SHUT THIS COMPANY DOWN!!!!! I WISH IT HAD A MINUS BUTTON BUT I WILL SETTLE FOR A 1 STAR for nothing!!!!!!!!!

we are sorry to hear about your experience with customer care, and we appreciate your feedback. Lively strives to enrich lives through technology and meaningful connections. Please call ************* at, **************, and request to speak with a supervisor regarding your experience. They are more than willing to assist with any issue. Again, we apologize for your experience.

This is the worst retail business I've ever conducted business with. They advertise their products towards the elderly and offer the worst customer service! ********************** aka Best Buy are predatory in their practice to encourage senior citizens to purchase cell phones which are supposed to be easy functioning devices. However the phone has poor service and they offer transfer of your existing number. All of the things they offer for the convenience of the elderly failed in my case. And their customer service is ran poorly. They have yet to issue a refund for my troubles and I've made numerous attempts! A company as big as Best Buy should be ashamed. Buyers BEWARE of the Jitterbug. Lively will fail you every step of the way!

Hello,Thank you for sharing your experience. We apologize for the inconveniences you faced. We have located your account and can confirm that your refund was processed on 11/5/2024, the same date this was recorded. Please note that it may take several business days for the refund to fully process, as is standard with most transactions.We understand your concerns and if you have any further questions or need additional assistance, please dont hesitate to contact our customer service.Kind regards,

I got a Lively phone for my 84 yr old mom with dementia. Granted she does surf the internet constantly and that generates ads and scams on her computer, but within a couple of weeks, her new phone with a brand new number was constantly ringing with ads/scams and full of pop up ads and even dozens of texts every day on her home screen. The whole thing feels like an easier way to solicit old people. Upon further review their website says they do not "sell" personal info but they do indeed "share with affiliates" in order to solicit customers. Total BS.She also went over on data, and when called, they said they contacted her daily about the overages. When I asked why they didn't send an email to me or call me, since I am the only one on the billing account, they said that is not their policy. So I canceled it and will have to pay a $500+ bill first. STAY AWAY!

Hello,We are sorry to hear about the billing issues you and your mother have experienced with your Jitterbug Smart4. We appreciate your feedback and have located your mothers account. We see that you contacted our **************** to discuss the data charges with our ************* Supervisor.During the call, we explained that we send direct alerts on the phone whenever a service plan is exceeded. Over the billing cycle, we sent more than 20 notifications warning about the data usage exceeding the plan limits.If you have any additional questions or would like to review the account again, please call our customer service team. We are happy to assist you.Kind regards,

**************** agent was rude, condensing and totally unhelpful, I paid for the medical alert system and was told it would operational in an half hour, and to call **************** if I had any problems. It wasnt working so I called **************** Service. After being on the line for 1 hour with no resolution I hung up. They could have explained the problem and have me establish a new account and buy a new alert system. My activation fee was not returned.

Hello,We are sorry to hear about your experience with your Lively Mobile Plus device and appreciate your feedback. We have located your account and can confirm that your safety device is connected and ready for ************* activate your device, please follow these steps:Plug the charging cradle into an outlet.Turn on the Lively Mobile Plus using the power ************ the device into the cradle.The device will complete activation within 30 minutes.While our average hold time is ***** minutes, it can sometimes extend to ***** minutes. If you continue to experience any activation issues, please call our customer service team, and we will be happy to assist you.Kind regards