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
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Review fromDiane H
Date: 08/26/2022
1 starDiane H
Date: 08/26/2022
Do NOT get this phone service. I live in a large city, and can only get a fair/weak signal. My primary issue is my inability to delete unwanted texts without first being forced to review them. I am receiving texts which include photos of random children (clothed) from a telephone number beginning with area code 913 (all hours of the day). As an adult survivor of horrific childhood abuse by a *********, I suspect this telephone number is likely connected to a ********* ring. I do NOT have the ability to block this number from texting me. I reported this issue to Lively, and it appears they do not have the ability to block this number either. I explained to Lively that I will be discontinuing my service with them; however, I will first turn over my phone to my local police department to investigate what appears to be a suspected ********* ring. Is anyone else receiving texts from a telephone number beginning with area code 913 showing photos of young children?
Lively
Date: 09/09/2022
Hello *****, we appreciate your feedback and apologize for your experience. We have located your account and found that at this time there is currently no means to block a phone number that only is sending a text to a user. Our Product Team has been made aware of this feature enhancement. We suggest that you notify local authorities immediately if you believe that you are receiving text messages from any party who is or intents to cause any harm in any manner to children.Review fromKeith H
Date: 08/19/2022
1 starKeith H
Date: 08/19/2022
Absolutely the worst company that I have ever dealt with. I have owned two of their phones and neither of them worked well. The company customer service has no clue what they are doing.Lively
Date: 08/26/2022
We are sorry to hear about your recent experience and we appreciate your feedback. At Lively we strive to provide the highest level of **************** available and appreciate your suggestions and input to better our future products.Review fromMarianne C
Date: 08/16/2022
1 starMarianne C
Date: 08/16/2022
Something is wrong with jitterbug flip that my dad uses. It was bought on July 1. I called lively and spoke to three very rude people. They told me that warrantee covers 1 year but they will not fix his phone that is only one month old. They said I need to buy a new one. They also blocked the survey on me.Lively
Date: 08/18/2022
Hello, we are sorry to hear about your recent experience. At Lively we strive to provide the best **************** experience. Please email ***************************************** include your account information and password and we can review your account. Please keep in mind, there is a 48-72hour turn around for email response.Review fromDonna C
Date: 08/13/2022
1 starDonna C
Date: 08/13/2022
I am trying to return my Jitterbug 2 phone that I bought on July 23rd to www.Lively,com . They have not gotten back in touch with me. One time I left my call back number and their automated system said I would be contacted within four minutes! I do not like the Jitterbug 2 phone that is advertised as being a great phone for seniors! It is anything but that in my opinion and did not even come with a manual! Lively's customer service leaves a lot to be desired!Lively
Date: 08/18/2022
We are sorry to hear that you were not completely satisfied with the Jitterbug Flip2 phone and we appreciate your feedback. GreatCalls ***************** **************, is available between the hours of 5am - 8pm, Pacific Time, 7 days a week. While our average hold time is less than 5 minutes, there can be times when the wait is longer, if you can hold, we will answer your call in the order it was received. You can also reach us via email at ******************************************** please keep in mind that email reply is 2 business days.Review fromMichelle H.
Date: 08/05/2022
1 starMichelle H.
Date: 08/05/2022
TERRIBLE and thats putting it lightly, bought it for my dad, when he fell and tried pushing the button, nothing, at 2 am he crawled into the room and called me with a ruptured spleen, then when I tried to get a new one, easy enough, girl was helpful, received it, the girl refused to activate because my dad couldnt remember his password, said too bad didnt care, my dad just cried. We gave her everything but that really smh crappy company. Dads wasnt the phone.Lively
Date: 08/12/2022
Hello ********, we apologize for your recent experience, and we appreciate your feedback. After reviewing your account, we wanted to confirm that your account has been canceled. Should you have any questions or need any further assistance, we ask that you call our **************** at **************.Review fromJack R
Date: 08/02/2022
1 starJack R
Date: 08/02/2022
Lively smartphone , NOT for seniors , When I call out I often hear "hello Hello Hello " aparantly no sound comes from my end , I am just a few days past the 30 day warranty , No help from the company , I waited that whole time for my number to be ported from a sprint sub-company , No luck , so the phone was only used to clock in 2 days a week when I needed a smartphone , It sends my text messages to some of my contacts , I don't get most of my messages , Text or otherwise . This is supposed to be a Senior use phone and I have never seen a worse phone as far as set up and ease of function ! Horribly disappointed CustomerLively
Date: 08/04/2022
Hello ****, we apologize for your recent experience, and we appreciate your feedback. After our conversation today, August 4, 2022, we wanted to confirm that your account has been canceled and that we have provided the return instructions to you. Once your Jitterbug Smart3 is received back and has been evaluated, your refund will be issued back to the initial method of payment. Should you have any questions or need any further assistance, we ask that you call our **************** at **************.Review fromCHERYL A. I
Date: 08/01/2022
1 starCHERYL A. I
Date: 08/01/2022
LIVELY CHARGED ME FOR PLAYING SOLITAIRE ON MY CELL PHONE . NO WHERE IN THE INSTRUCTIONS DOES IT CHARGE FOR SOLITAIRE. SOLITAIRE IS NOT LISTED ANYWHERE IN THE INSTRUCTIONS. THEY CHARGED ME OVER 700 DOLLARS I WISH MY CELL PHONE TO BE CANCELLED AND MY MONEY REFUNDED DUE TO MISINFORMATION. THE LACK OF CORRECT INFORMATION PLUS MISLEADING INFORMATION. I HAD OTHERS LOOK INTO THE INFORMATION AND THEY COULDN'T FIND ANY INFO ON CHARGING FOR SOLITAIRE. WHEN I COMPLAINED THE REPRESENTATIVE INFORMED ME THAT THEY DIDN'T HAVE TO EXPLAIN THAT DATA COVERED THE USE FOR SOLITAIRE. WHEN SENIORS PURCHASE THIS PHONE (I AM 84)' THEY KNOW SENIORS WOULD USE IT FOR SOLITAIRE. I HAVE NOT BEEN CHARGED ON MY TRACFONE FOR THIS KIND OF USAGE. I GOT THIS PHONE TO KEEP ME SAFE IF I FALL.**********************************Lively
Date: 08/04/2022
Hello ******, we apologize for your recent experience, and we appreciate your feedback. We attempted to contact you by phone to discuss your concerns, but we were unable to. We wanted to confirm that your account has been canceled and that we have provided a refund in the amount of $718.31, back to the Discover card on file ending in ****. This figure represents the difference in charges, had you of been placed on the Unlimited Talk, Text and Data plan for $49.99, plus applicable taxes and fees, monthly, when we tried to call you prior to the charges posting to your account. Please allow 3-5 business days for the funds to be available. Should you have any questions or need any further assistance, we ask that you call our **************** at **************.Review fromBarbara W
Date: 07/28/2022
1 starBarbara W
Date: 07/28/2022
Purchased a phone and service for an elderly aunt in 2020 and they drafted payment through my checking account. My Aunt did not use the phone hardly at all, and in March of 2021 I called Lively to disconnect services. Assuming the services were cancelled, I never thought twice about double checking my account. Seventeen (17) months later they were still drafting payments from my account. I called on July 18, ( the service rep confirmed that the account should have been cancelled in March 2021); to resolve and I had to ask for the monies to be put back in my account, they were unsure of the amount to refund, as they charged differently each three months. On July 19, i check my account and they had charged an additional monthly service charge, after I spoke with them 2 days prior. They admitted their mistake again and reversed the charge. The "Supervisor ******" was very short, rude and did not listen to my frustration. This company is unreliable, dishonest, and is not customer friendly. Additionally, the phone rarely worked in an area that they promised that it would. I am only giving 1 star because the **************** reps who first answered the phones were courteous.Lively
Date: 07/29/2022
Hello ********************, we are sorry to hear about this, and we appreciate your feedback. We strive to provide a positive customer service experience. Our records show that on July 20, 2022, we refunded a total amount of $332.04, back to the credit card ending in ****. We have also reached out to you regarding this issue and left a voicemail message of our findings. We apologize for the inconvenience.Review fromMarianne P
Date: 07/21/2022
1 starMarianne P
Date: 07/21/2022
On 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 couldnt 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 *** were about to break down her door. After 9 hours in the *** 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, *******************, its CEO and for Best Buy, the company that sells their equipment. Disgraceful and could have been deadly.Lively
Date: 08/01/2022
********************, we are sorry to hear about your recent experience and have made sure to share your feedback with the appropriate teams for review. After having the incident reviewed, we found that we were not able to confirm if there was an emergency because of background noise and when we followed up with your mom, she did not answer. We believe that it was within reason to assume that device was activated on accident and that she could not hear us call out to her over the device. For this same reason, we believe that it was with reason to assume that she could not hear us calling her home phone back. As such, we left a voicemail asking her to call us back. At no time did we deny or refuse her assistance while speaking with her. We strive to provide to highest level of service and appreciate that you shared this with us so that we can look for opportunities to improve. We would like to follow up with you and have left you messages with our contact information.Marianne P
Date: 08/01/2022
I am amazed that you would actually put your reasoning in writing. Why would background noise preclude you from sending help?? The background noise, at 8:15 in the morning, was the *** The elderly often have their TVs on to keep them company. Had a person been there with her, there would have been no reason for my mother to press her button as THE PERSON WOULD HAVE CALLED 911! And yes, we did eventually find the message from one of your employees on her answering machine--it further infuriated us. Shes 94, on the floor, dizzy and scaredhow was she supposed to access her voicemail? Finally, I have not received a call from you. I have 3 phone numbers plugged into my cell phone provided by your company. None of them rang. Your company needs to get their act together before something more tragic happens.Lively
Date: 08/09/2022
Again, we are very sorry to hear about your mothers incident and hope she is recovering well. We welcome feedback from our customers, taking your concerns very seriously and have been evaluating the details associated with your mothers Lively Mobile+ device and account. Our records show that the agent who received your mothers alarm activation attempted to engage your mother and called out to her on several occasions during the call to verify if she needed emergency services dispatched. When your mother did not respond, the agent attempted to contact your mother at her primary residence and left a voice message. The agent also attempted to contact you and the other emergency contact listed on your mothers account. When there was no answer, the agent left voice messages. Upon receiving your complaint, we attempted to contact you on two occasions and left you a voice message. We welcome the opportunity to speak with you regarding the incident with your mother and how we can improve our services. Please feel free to contact us at **************. We apologize for any inconvenience this may have caused you mother.Review fromKevin K.
Date: 07/20/2022
1 starKevin K.
Date: 07/20/2022
Here is a letter I sent to Lively's owner...************************* Chief Executive Officer **** ************ ********************************************************************** Re: Lively Mobile Plus Account #XXXXXXX Dear ************** My Mother, XXXX, and her husband, XXXXX, have been customers of Great Call/Lively since 2015. XXXX passed away on **********. When I visited Mom the following week, I noticed her Lively medical device wasnt working. I called Lively around June 14th to cancel XXXXs device and request a replacement device for her. They said one was being shipped my mom never received it. I called again on June 24th and they said one would be expedited to her. They did, but just the device. No charging cradle. Keep in mind, my mother lives 400 miles from me, is 78 and lives alone. Plus, she just lost her husband. This device is important to all of us. You guys know what device she has, its outdated, and you shipped her a device with no charger. CRAZY!!!I called Lively on June 30th to let them know we dont have a charger. They said they would expedite it. I called on July 1st to get the tracking # and they proceeded to tell me they had sent a car charger. You got to be kidding me! On the call, I ask they immediately send one but, its Friday at 3:30 before a three day weekend. Earliest it gets shipped will be July 5th. I asked to speak with a supervisor, they were not available but would call me between ***** on July 2nd. They did authorize us to buy one and Lively would reimburse us.I had ********* deliver a device to my mom the next morning (7/1). What Im requesting: First: please make sure $40.63 is credited to her account. Note: I never received a call from Supervisor ****** who was supposed to call between ***** on 7/1. In fact, no one called hoping Id do nothing. Second: As of the ......Letter goes on....couldn't include more due to space limitations. Don't trust your parents life to these people!!!Lively
Date: 07/26/2022
Hello **************, we are sorry to hear about this, and we appreciate your feedback. We strive to provide a positive customer service experience and will work to address the issues you encountered on an individual level with those that processed orders incorrectly. Our records show that we followed up with you to confirm that your mother has a working device and we have applied a billing credit equal to three months of service, plus the cost of any replacement purchased from a retail store. We apologize for the inconvenience and thank you for continuing with us.Kevin K.
Date: 08/24/2022
So the problems with Lively continue....you just can't make this stuff up. They send my Mom a "new" device but the "view other activities" on the Lively app worked for a few days and then stopped. I called customer service and went through all the hoops...delete app, add app, power down device and power up. Still didn't work. THEN I get level II technical support and they said the device they sent earlier had "old" firmware. WOW, crazy. They sent a NEW device with the NEW firmware. STILL doesn't work. BestBuy has got to wonder why they bought Lively! Potential customers beware! In the meantime, I'm waiting for Lively to deliver a unit/service that works.....Kevin K.
Date: 09/06/2022
It's been a 1 1/2 weeks since my follow up complaint and no response. In fact, the history on the app hasn't updated her activity despite her leaving her home several times a day. In this age, scary that a company can't get their device/app to work. Lively - I'm still waiting for you to fix the problem.......
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