Reviews

This profile includes reviews for Lively's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lively

  PO Box 4428 Carlsbad, CA 92018-4428

  
• 

  Lively

  10945 Vista Sorrento Pkwy Ste 120 San Diego, CA 92130-8649

  
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  Lively

  10935 Vista Sorrenta Pkwy Suite 200 San Diego, CA 92130

  
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  Lively

  P.O. Box 4428 Carlsbad, CA 92018

  
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  Lively

  7601 Penn Ave S Edina, MN 55423-8500

Review Details

• Review fromJulia F

  Date: 08/15/2023

  1 star

  Julia F

  Date: 08/15/2023

  This company exploits the elderly. My mother was allowed to accrue almost $1000 in overages believing she was connected to wi-fi. A 3 yr old couldn't do that these days. ***** was extremely rude and they were unwilling to work with us since they already drafted her account. There were no stop gaps in place to prevent this. It's easier to call 911 than to pay $40 a month to open the phone and press a button. Don't let your parents use this compa ny. They'll take a ton of money out of their accounts because they're criminals. She even believed she was on the unlimited plan- but apparently it was only talk and text. ***** stated 'a lot of their customers were confused by that.' Well guess what- explain it to them- that's your job! People strugging with age related behaviors don't need any other struggles. Memory loss and confusion are difficult- why are you doing the opposite of what you advertise? Shameful. Very shameful indeed.
  

  Lively

  Date: 09/05/2023

  We are very sorry to hear about your recent experience. We appreciate your feedback and it does not go unseen. Using your email address, we were unable to locate your mothers account to review this further. If this issue has not been resolved, please contact our customer service.

• Review fromJulie M

  Date: 08/14/2023

  1 star

  Julie M

  Date: 08/14/2023

  DO NOT GIVE THIS COMPANY YOUR MONEY! My dad was with them for a couple years, started having trouble with his phone. We called numerous times calling them and trouble shooting it. The screen would not show anything on it. Then it got to where it wouldn't let him receive or make calls.We would call back in and they would trouble shoot it again. Have us turn it off and back on just for it to work for a little while then start doing the same thing all over again. Finally they told him that his phone was not under warranty and that he would need to purchase a new one. He received his new phone and it didn't take long for this one to start doing the same thing. We called in on it and was told it was some glitch in those phones and that everything should be fixed with them within 48 hours. That was after I had tried calling them 3 times before getting ahold of them and was hung up on after I told them what was going on. After about 4 days and still not fixed my dad decided to go with another phone company and change carriers.Today I received a bill where they had billed him for the next months bill. But, because his billing cycle started on the 4th and he changed carriers on the 7th they will not prorate his bill or anything else.So now he's stuck with a new phone that he just paid for on his last billing cycle that wouldn't work part of the time unless your turning it off and back on just to try and make a call. And, paying for the next months bill while and only using it for 3 days.Then the guy I talked to today goes on to tell me that my dad has a new phone if he decides he wants to give them another try. Yeah....ok...NO THANKS!!
  

  Lively

  Date: 09/05/2023

  Hello *****, we apologize for your most recent experience and we appreciate your feedback. Please be advised that we will be sending your concerns to our Development Team so we may improve a better experience with our Jitterbug phones.

• Review fromMary M

  Date: 08/13/2023

  2 stars

  Mary M

  Date: 08/13/2023

  In May of 2023, I was looking for a phone service for my husband. He needed a simple phone, No internet or extras needed. Jitterbug Lively was advertised as being good for seniors so I called them, had my husband's number transferred and purchased phone. Almost immediately, we started having problems. My husband would try to call me and the phone would show a message of call not sent. I would try to call him and it would go direct to voice mail. I would call client service about the problem and they would say they had network issues and they were aware of the problem. We kept having this problem repeat over and over. And I kept calling and reporting it over and over. So they sent me a replacement phone in August and the same problems occurred. This time, the client service rep said it must be a coverage issue. Phone details revealed that the signal was either weak, poor or no signal. I said this is not service and if this was an emergency, my husband would have been unable to notify anyone. I finally transferred my service back to the original as of 8/12/23. I called about the bill due and asked what would be owed due to the fact that my husband could not make calls most of the time and that we did report it several times. Lively customer rep adjusted the bill to 0 due and we have made arrangements to return the second phone. Their client service was always polite but the phone purchase and poor phone signal for almost four months has left me with quite a bit of buyers remorse. I do not recommend Jitterbug/Lively if you live in the ****** area. Why did they sell me the service/phone in the first place if they knew coverage in my area was weak? The two stars are for the polite customer reps but not the phone and ability to make phone calls. For that I give one star.
  

  Lively

  Date: 08/15/2023

  Hello ****, we apologize for your most recent experience and we appreciate your feedback. Please be advised that we will be sending your concerns to our Development Team so we may improve a better experience with the coverage on our Jitterbug phones.

• Review fromBill S

  Date: 07/31/2023

  1 star

  Bill S

  Date: 07/31/2023

  Lively ***** they have terrible customer service and the higher *** are cowards to talk about complaints that are not being handled ! This practice should not be allowed by our government on these phones that are marketed to seniors as a lifeline device ! I find CEOs sickening the way they hide from the problems ! This is absolutely ELDER ABUSE !
  

  Lively

  Date: 08/01/2023

  Hello ****, we apologize for your recent experience and appreciate the feedback! Please be advised that your feedback is not unnoticed and it will be forwarded to our Development Team so we may improve our **************** experience . We apologize for any inconvenience this situation may have caused.

• Review fromVal S

  Date: 07/17/2023

  1 star

  Val S

  Date: 07/17/2023

  After my elderly mother spent hours on the phone with Lively trying to trouble shoot her device, it was determined she needed a new device that would take 2 days to arrive. She was told to "just" dial 911 for any emergency. After 4 days of it not arriving, *** called again. Again they said it would be another 2 days for delivery and "just" dial 911 for an emergency. They are taking advantage of seniors. If it's so easy to dial 911, why are we paying them for a service? She is paying for a service she doesn't have. That device should have been overnighted!
  

  Lively

  Date: 07/20/2023

  We are very sorry to hear about your recent experience. we appreciate your feedback and it does not go unseen. Using your email address, we were unable to locate your mothers account to review this further. If this issue has not been resolved, please contact our customer service.

• Review fromCynthia B

  Date: 07/14/2023

  1 star

  Cynthia B

  Date: 07/14/2023

  The JITTERBUG phone has the same home screen as an iPhone so dont believe the claim that it is a better phone for seniors. LIVELY cellular service is not available in rural areas unless the wind is blowing in the right direction. I could not contact my parents for 3 days by phone or text. When I finally got my mother to answer she told me that the message on both phones was CELLULAR SERVICE NOT AVAILABLE. Not good at all!! And of course she had an emergency a week later with my father and the medical emergency button wouldnt work. Its a waste of money.She had to run to the end of the driveway and had spotty service but was able to call 911 for help. And the fee for the minutes used after the allotted amount is ridiculous.There are a lot of things you arent told about this provider when you purchase a plan at Best Buy, but you will learn as you go.Piece of mind is important when you are far away from your parents. I have achieved this by switching their service to the Nations best 5G network and got an iPhone 13 Pro for free. Less money, excellent coverage, and a better phone.
  

  Lively

  Date: 07/20/2023

  Hello *******, we apologize for your recent experience and appreciate the feedback! Please be advised that your feedback is not unnoticed and it will be forwarded to our Development Team so we may improve our coverage abilities . We apologize for any inconvenience this situation may have caused.

• Review fromKeith S

  Date: 07/11/2023

  1 star

  Keith S

  Date: 07/11/2023

  I have had one of their Smart phones for awhile now and it is an absolute piece of junk. I am constantly losing a signal whenever I am using the phone in my car. I called customer service to ask them why this is happening and the person on the phone actually told me that "The phone is not meant to be used outside of the home." Huh?I have also had numerous problems with the screen freezing up, so you have to restart the phone for that as well.I have had the phone long enough, so I am switching to a different phone and a different company.
  

  Lively

  Date: 07/13/2023

  Hello *****, we are sorry to hear you are not completely satisfied with the service. We have located your account using the email address provided. Lively service is based on the coverage in your area and even in a good coverage area, there are many factors that *** impact service. Things such as, building materials, weather, topography and other environmental considerations associated with radio technology also affect service and service *** vary significantly while driving. We suggest you power off the phone for 2 minutes then turn it back on for the screen freeze issue. If the issue continues, please call our **************** for further troubleshooting.

• Review fromMark W

  Date: 06/06/2023

  1 star

  Mark W

  Date: 06/06/2023

  They are a scam, and Best Buy is a sponsor to the scam, they say it will only be $15 a month, then they charge you $5 service fees, then they cap it at 300 mins, so if you get calls from scammers and answer them, like elderly do, and they scam the elderly, they cancel the account and charge you $138 reactivation fee without notice. DO NOT USE THEM!
  

  Lively

  Date: 06/09/2023

  Hello, we are sorry to hear of your usage experience and we appreciate your feedback. A review of your account does show that you exceed your monthly 300 minutes plan. As such the additional minutes used were charged at .35 cents per minute as stated in our terms and conditions. We also see that you changed to an unlimited plan for only $5.00 more and then you requested to cancel your account, which will complete on June 26, 2023. As a onetime courtesy, we have applied a credit of the usage fee to your account. We did attempt to speak with you, however there was no answer, and a voice message was left for you. If you would like to continue with service, please call ** at **************, between 5am and 6pm, Pacific time. We apologize for any inconvenience this may have caused.

• Review fromJan W

  Date: 06/06/2023

  1 star

  Jan W

  Date: 06/06/2023

  The billing department and customer service team do not work together. It is impossible to get through on the billing number, and no one wants to help reset a payment date at the first of the month. When I said, "Tell me what to do. I'll pay in advance. I don't want one bill I pay on the 22nd of the month," the billing spokesperson said, "Just pay on time." Yikes. Apparently my $28 monthly payment was breaking the bank. I'm now with Consumer Cellular. It takes 15 minutes to leave Lively behind.
  

  Lively

  Date: 06/08/2023

  Hello, we are sorry to hear of your billing experience and we appreciate your feedback. Monthly service invoices generate at the end of the bill cycle date and are due 18 days after. We do send reminders when a bill it is five days past the due date, and we do allow 48 days to pay. We have reviewed your account and do see that it was five days past the due date. Additionally, we found that we offer to credit the balance for two months of service if you wished to continue service with **, however, you declined and your account was cancelled. We thank you for your time with us and if your new carrier does not work out for you, you can give us a call at ************** to restore your account (and number if within 49 days) and request to change your bill cycle date to a later time that better fits your payment needs. We apologize for any inconvenience this may have caused.

  Jan W

  Date: 06/08/2023

  In its response, Lively simply restated its payment deadlines and policies. I was asking to pay on the first of the month. I asked if I could pay in advance or seek another option to avoid a payment in the middle of the month. The response from the BILLING DEPARTMENT was, "You can pay by the deadline." *********** talked only to CUSTOMER SERVICE--not to the BILLING DEPARTMENT--where the issues occurred. I'm not surprised that no one read my message carefully. Not listening will continue to cost them customers in a very competitive industry.

• Review fromDedee S

  Date: 06/02/2023

  1 star

  Dedee S

  Date: 06/02/2023

  We were late paying the bill by two months, and without warning, Lively shut down my husbands phone. Hes 73, and bought this phone as it was marketed expressly for the frail and elderly. If we had had to make some emergency or important call to each other, we couldnt!We are dropping this phone **********, reading all the comments about setting the phone up etc, same problems with **. An unreliable, clunky product.
  

  Lively

  Date: 06/05/2023

  Hello ********************, we are very sorry to hear of your experience and we appreciate your feedback. A review of the account shows that we made four calls to the Jitterbug cell phone number, the only number listed on the account. For each call a voice message was left advising of the past due balance and requesting that you call **. While the account was suspended for nonpayment, it was not disconnected and any attempt to make a call from the phone would have connected to **. Additionally, for all cell phones, in the case of an emergency, you can dial 9-1-1 and the call will connect, even if the service has been suspended or disconnected. We do see that you spoke with ** on June 1, 2023, a payment was made, and the service was restored. Please keep in mind, that your bill will always be due 18 days after the bill cycle date and we do nothing until it is 30 days past the due date, which allows 48 days to pay. If you have any questions or need anything further, please call **************** at **************. We apologize for any inconvenience this may have caused.