Reviews
This profile includes reviews for Lively's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 221 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromLisa S
Date: 06/01/2023
5 starsI was extremely satisfied with customer service for a #yrs for my mom. Unfortunately had to cancel my mom because of her dementia ??But I highly recommend them. NEVER DID I HAVE A BIG PROBLEM. Any issues where taken care of immediately. Thank you for good service.Review frommarcy m
Date: 05/30/2023
1 starmarcy m
Date: 05/30/2023
Worst phone company ever- takes advantage of seniors.- flip phone stopped working, they did not send out new phone until they were called and and asked why phone is not working. They did not support that type of phone anymore and just stopped service on it, yet still automated billed for it.- Problems with billing, automated bill pay, works then it doesn't work - Sends out suspension notices, when they can't get their automated bill pay working - Overcharging for basic services - markets to Seniors, then charges them double for same service that better cell phone companies offer.I could go on, this company has taken advantage of both my mom and my in-laws. Don't use them
Lively
Date: 06/01/2023
Hello Marcy, 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 processes for billing. We apologize for any inconvenience this situation may have caused.Review fromDaniel V
Date: 05/28/2023
1 starDaniel V
Date: 05/28/2023
Not very Senior friendly. Expensive as it is. I just got a $205 bill because my 94year old grandfather who doesnt text or use any internet went over his data and used a whopping 2 gigs. Nothing they can do but add more data 3 gigs is $5 more but cant help with the overages last month. Pretty shady!Lively
Date: 06/01/2023
Hello Daniel, we apologize for your recent experience contacting our Customer Service. We reviewed your account and show usage notifications were placed to the Jitterbug Smart3 phone. However, since you agreed to update your grandfather's data plan to avoid future overages, we credited the usage charges as a one time courtesy in the amount of $142.98. We appreciate your feedback and apologize for any inconvenience you may have had.Review fromJennifer M
Date: 05/17/2023
1 starJennifer M
Date: 05/17/2023
Almost impossible to get set up. First five customer service reps did not know what they were doing and gave me wrong information. Then I followed the new directions and link failed. Family in crisis. Literally the WORST company Ive ever dealt with.Lively
Date: 05/18/2023
Hi ********, we are sorry to hear about your recent experience and we appreciate your feedback. We were able to locate your account using your email address. We strive to provide the highest quality of **************** available, and we will review the calls you had with ** to provide any coachable opportunities to the previous representatives you spoke with. We see that you successfully logged into your Link app yesterday. If you need any further assistance, please contact our ****************.Review fromSusan G
Date: 05/16/2023
1 starSusan G
Date: 05/16/2023
Set up service with understanding they'd set up phone and walk me through the charges. Phoe was set up, but every month there was a problem with data overages. Every month I called to find out how to prevent these and every month I got a partial answer. The final month there was a charge of $134.77. They refused to cancel it so I called my credit card company who agreed with me, disputing the charges. Now Lively is billing me directly because they don't want to fight with my bank. People who do not live up to their promises do not deserve any kind of customer base.Lively
Date: 05/18/2023
Hi *****, we are sorry to hear about your recent experience and we appreciate your feedback. We were able to locate your account using your first and last name. After a review of your account, we were able to clarify the $134.77 charge was due to data overages on the November 2022 invoice. Although the charge was found to be valid, we have provided a courtesy credit of $134.77, towards your account, leaving a zero balance. We see that your account has been closed since April 5, 2023, after a number transfer to another provider was completed. Please let ** know if you need any further assistance.Review fromCC W
Date: 05/13/2023
1 starCC W
Date: 05/13/2023
Lively was notified of cancellation when my mother passed away in July 2022. The bill went to collections and it was paid. Then they billed in December and a call was made to confirm cancelation. Again a bill came in march 2023 and we called again to stop it. And again in May 2023....the support person was rude and defensive.... but said it was fixed......wo knows????????Lively
Date: 05/15/2023
Hello, thank you for your feedback and bringing this to our attention. We are very sorry to hear about your your recent experience. Using your email address, we were unable to locate your account to review this further. If this issue has not been resolved, please contact our customer service.Review fromRoberta M
Date: 05/07/2023
1 starRoberta M
Date: 05/07/2023
************** My husband had only 300 minutes and while he was dying he used **** minutes. I received a debit on my card of the overcharge which was $ ******. I think since youre dealing, mostly with seniors that you should have an alert system because this seems very unfair that I would have to pay such a huge overcharge. I would not recommend this company called lively to my worst enemy, and I am very dissatisfied.Lively
Date: 05/12/2023
Hello, we are sorry to hear of your loss. We have located the account using the email address attached to this message. After further review, we see that a automated usage notification was sent to the Jitterbug Smart3 phone and the call was answered. Furthermore, we allow rate plan changes once a month to prevent overage charges from being incurred. As a courtesy, we have provided a refund to your card of $100.00 which is half of the overage charges incurred. Please allow 3-5 days for the refund to process.Review fromSheila A
Date: 05/04/2023
1 starSheila A
Date: 05/04/2023
Your service department is not up to speed with the information customers require I had to go to the third level of a supervisor to get an answer to my problem Not happy since you are not able to locate me at my exact address when there is an a medical alertLively
Date: 05/05/2023
Hello ******, we our sorry to hear of your experience and we appreciate your feedback. Our Urgent Response team uses patented GPS technology to help keep you safe and secure. The accuracy of GPS technology or the ability to provide your location can vary depending on the environment you are in. GPS is most accurate when you are outdoors with an unobstructed view of the sky. Your device also uses network Assisted GPS to locate you indoors and is capable of reporting its last known locations when conditions are not ideal. GPS is not perfect in all conditions, which is why our agents use advanced location training to verify your location by utilizing the frequent location information contained in your Personal Profile, and by asking you for location identifying information, rather than relying on GPS technology alone. We hope this helps you feel more secure about your device and service.Review frommel l
Date: 05/01/2023
1 starmel l
Date: 05/01/2023
I bought the phone 11/22 after reading the box ***** per month or recommended *****. To date 4/30/2023 i still can't get the ***** service. I have been billed ***** every month. After 3 or 4 phone calls to address the problem i gave up . If you can't get it right in 4 tries you do NOT get to serve me any more. I will try to get my money back, as i felt they misled me in their advertising. I wonder how many other seniors were misled. I had to give 1 star as they don't have a zero.Lively
Date: 05/02/2023
Hello ****************, we are sorry to hear you cancelled your account and were not completely satisfied with the service. We have reviewed your account and see that you did contact us a few times regarding the rate plan. We apologize that the plan was not changed for you when requested. As a courtesy, we have applied a credit to your account to cover the final balance of $53.46. Please disregard any invoices you may receive as the balance is now zero. If you have any questions, please call our **************** at ************** between 5am and 6pm Pacific time.Review fromRomona S
Date: 04/19/2023
1 starRomona S
Date: 04/19/2023
I have had an account with Lively for 9 years. In November 2022 my moms bill went from $29 to $96...then to 90 then to 130 then to 250!!! I called and told them someone was spamming her and she was being charged for the calls even while her phone was off. I called to complain and they offered me $150. That was the best they could do. I have cancelled the phone for my mom.Lively
Date: 04/28/2023
Hello, thank you for your feedback and bringing this to our attention. We are very sorry to hear about your your recent experience. Using your email address, we were unable to locate your account to review this further. If this issue has not been resolved please contact our customer service.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.