Complaints

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:06/29/2023

  Type:Service or Repair 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.

  This complaint is about RAZ mobility phone as well as ************ This is a separate claim vs. RAZ. My husband has dementia. He is unable to use a cell phone or land line. I researched and discovered the RAZ mobility phone which seemed like a solution. RAZ and **** were connected in that **** offered 3 months of service free. When that expired, I had to find I tried to use the special offer from **** for $15 monthly, but received conflicting info about whether the phone was eligible for the $15 fee. I have called numerous times and still can't get an answer so that my husband's mobility phone will work again.I find it strange that *** has listed a number of possible providers, but neither ******* nor ******** know anything about the phone.I have never heard of any other providers. It feels like both RAZ and **** have worked together to make **** the only provider, yet they can't give me a straight answer about price. Because my husband's phone is a backup and only for emergencies, I refuse to pay $75 monthly. That offer includes text, 5G and other items that my husband will never be able to use, plus are not available on the RAZ phone. The RAZ phone received good reviews but this looks like a scam. The phone is useless if I can't find a provider and I have read a number of reviews about *********** that make it an unwanted choice.

  Business Response

  Date: 07/07/2023

  Hello,

  We are sorry that the customer has had difficulties subscribing to **** ******.  We will have a customer service representative call the customer and contact. **** in a  3-way call to make sure that she receives the service. 

  Best,

  ******

  Customer Answer

  Date: 07/10/2023

  [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:01/19/2023

  Type:Service or Repair 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.

  The RazMobility app is not stable. The use of this app requires frequent technical support from RazMobility for continued use.The requirement for continued technical support needs to be mentioned in the description.A phone app for people with Alzheimer's that requires continued technical support is not a good fit.The concept is great. Until the RazMobility app is reliable and easy to use repeatedly, it should not be advertised as a solution for people with Alzheimer's Disease.

  Business Response

  Date: 02/28/2023

  The consumer alleges that the device is unstable.  The device is not unstable.  Thousands of seniors with dementia are using the device with success.  Based on the customer support notes, it appears as though the senior did exit the RAZ environment.  This is possible if the senior goes into what is called SAFE Mode, which occurs when the senior long presses and holds the virtual power icon.  This is an ******* feature on ALL ******* devices, which ****** does not allow to be changed by developers.  We offer caregivers the ability to disable the power button to address this issue.  But the point is that it is not a stability issue with the RAZ Memory cell Phone, but a standard feature on all ******* smartphones.       

  Customer Answer

  Date: 03/09/2023

  [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: ********
  
  I am rejecting this response because: The option to disable the power button had been initiated via the RazMobility to eliminate the senior from being able to turn off the phone. This is advertised at a selling point as a solution that avoids further troubles with someone that may accidently turn it off. The feature may or may not work. RazMobility admitted a trouble with attempting to enable a "keypad" that did not work well with the phone, this was anoher interruption to the way the phone was suppose to work. The issue isn't with the phone. The issue is that the Razmobilily app is not stable. The RazMobility app requires the ability to reject changes that the phone goes through when it recieves a push for an operating system update. The RazMobility app does not know how to handle the phones request for its own update. This causes the RazMobility app to exit. When the RazMobiley app exits, the phone does not function as advertised. The users (seniors) are faced with something they've never seen before and are not savey enough to go through updates, troubleshooting, resets, changes, etc. If a senior (w/demensia) could navigate through what is required to get the RazMobiliey app back to working order, they wouldn't need the RazMobility app in the first place. Please don't sell this as a solution for people with Alzheimer's Dementia related illnesses. These people are already frustrated without making them feel they're doing something wrong to something that is advertised as a solution. 
  
  Regards,
  
  ***********************