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 fromBarbara M
Date: 01/22/2025
1 starBarbara M
Date: 01/22/2025
Our service was OK but billing was ridiculous. I'd submit a pymt thru my bank and it was not posted for a month... over and over again. Then I'd get a call or a letter, saying I owed $. I sent an email to cancel, I received an email back about cancelling to which I agreed to cancel, and today I got a bill because it was NOT cancelled. The sales *** gave me a number to call and see if I can forward the email to them and avoid the charge of THIS month. We switched Dad to a ********. For the price of one month of Lively, I got him 1200 minutes, a new flip phone and a power bank.
Lively
Date: 01/28/2025
Hello *****, we are sorry to hear about your recent experience. We were able to locate your account with your email address. We see that you have closed your account on January 22, 2025. To protect your privacy and security, you need to call our **************** to cancel your account, we do not accept email cancellation requests. Because we do see the attempt you made on January 15, 2025, we will provide a courtesy credit of $24.55, for the last monthly invoice.Review fromPeggi V
Date: 01/21/2025
1 starPeggi V
Date: 01/21/2025
This company should be ashamed of themselves, scamming the elderly. I had been a customer for several years but finally switched providers 3 days into the new billing cycle & should only have been charged for 3 days of service. I was told they do NOT prorate so I had to pay for 30 days of service instead of 3. You're supposed to be helping the elderly, not s******* them! So s**** you, Lively!! Future customers, please take your business somewhere else.Lively
Date: 01/28/2025
Hello *****, we are sorry to hear about your recent experience. We were able to locate your account with your email address. We see that you have closed your account on January 10, 2025. To avoid charges, you do need to request to cancel your account before your billing cycle as we do not prorate. This can be found with the information that was packaged with the phone and on each bill we send out each month.Review fromEvan V
Date: 01/20/2025
1 starEvan V
Date: 01/20/2025
Total scam operation! I scoured my dad's bills a few years ago and found he was paying $80 / month on his phone bill, for a man who didn't use mobile internet! They convinced him in his dotage to buy their premium plan in a *******. **************** couldn't give a satisfactory answer why their emergency service was better than 911, so I put him on the base plan of $40. I should've just switched services, but there was a lot going on. A year later when he passed, I called to cancel the service (he was on autopay). When I checked the account again 2 months later, I found they never stopped billing! I waited on hold another 45 minutes to ask AGAIN to cancel and refund, and got a promise it would happen immediately. Imagine my surprise when they charged the account AGAIN the next month. We finally had to close his checking account.This operation is a total scam that preys on the elderly. DO NOT use it!Lively
Date: 01/21/2025
Hello, we are sorry to hear of your experience with your dads account, and we appreciate your feedback. Lively strives to enrich lives through technology and meaningful connections. We offer flexible plans for our cell phones and safety devices to fit individual needs and these can be found on our website. When anyone encounters a problem with an account, we encourage them to contact our **************** as soon as possible. Best regards,Review fromKaren D
Date: 01/18/2025
1 starI'm horrified regarding the help Lively claims to provide vs. what is actually provided. Regarding Lively, we purchased one phone and 2 emergency alert buttons for use by my parents. The booklet provided with my parents' devices regarding ********************** Mobile + services, along with the website about Lively phone and alert system says you can press the Urgent Response button for any need, i.e., for 911, to asking a nurse for medical advice, to if you forgot your medication while ************ mother recently pressed the emergency button for medical advice for whether 911 needed to be called or not for my dad, and apparently was told 'we don't do that'. After the emergency was handled, my mother called Lively about this and told me that they said that to get someone for medical advice, you have to press '0' using the phone. That pressing the button is for when 911 is needed. The advertising of what they provide is deceptive, which is ultimately extremely dangerous as it could create confusion (and did in our case) and delays in care (as it did in our in our case).Review fromScot H
Date: 01/10/2025
1 starScot H
Date: 01/10/2025
I have a malfunctioning Jitterbug II that won't show recent call history and this has been getting worse and worse for over 6 months and now won't show anything at all. I called Lively this morning and spent most of 25 minutes on hold because the poor customer *** couldn't get anyone to answer her call. Her best response is "they know about the problem and there will be a software fix but no one knows when it will be downloaded". Really Lively?? You have known about the problem for months but are in no hurry to fix it? I bet if you sent me a new phone I wouldn't have that problem because this is the reason you sent me a new phone two years ago when it was under warranty. Is your lousy service because you are affiliated with ******* which has notoriously poor customer service? I guess it's time to get a new carrier because the only thing Lively cares about is being paid on time but doesn't give two ***** about providing a service or working equipment.Lively
Date: 01/16/2025
Hello, we are sorry to hear that your bother experienced an issue with his Jitterbug Flip2 phone and we appreciate your feedback. We were able to locate your account and see that unfortunately replacing your Jitterbug Flip2 will come at a cost . please contact our customer service they will be happy to assist you at **************Review fromLisa M
Date: 01/07/2025
1 starLisa M
Date: 01/07/2025
I signed my dad up for a phone for the emergency call button. The phone only worked about a month before it stopped. This happened, woth a replacement required three times. I called to cancel and changed to an emergency necklace. I thought the high cost of the first billing cycle was an activation fee. Turns out, he did NOT cancel the phone and was charging me for both. When I requested a refund, I was told I could only get a partial refund for one month because he the agent did not take notes. How is it my fault the agent did not take accurate notes? I cancelled all services AND wrote down the agents name to at least get my partial refund.Lively
Date: 01/10/2025
Thank you for reaching out to us and sharing your concerns.We sincerely apologize for the inconvenience you have experienced with the emergency phone service. It is disheartening to learn that the phone stopped working after only a month and that you required multiple replacements. We understand the importance of having a reliable emergency device, and we are truly sorry that our service did not meet your expectations.Regarding the billing issues, we regret the confusion caused by the activation fee and the charges for both the phone and the emergency necklace. Please be assured that we take your feedback seriously and will address this with our team to prevent such occurrences in the ********* for the partial refund, we apologize for the inconvenience caused, we have ensured that credit to the account to clear the balance due. Thank you for bringing this to our attention. We appreciate your understanding and look forward to resolving this matter promptly.Review fromMonica G
Date: 12/28/2024
1 starMonica G
Date: 12/28/2024
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.Lively
Date: 01/02/2025
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.Monica G
Date: 01/08/2025
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.Review fromKathleen L
Date: 12/10/2024
1 starKathleen L
Date: 12/10/2024
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.Lively
Date: 12/18/2024
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,Review fromMildred D
Date: 12/01/2024
1 starMildred D
Date: 12/01/2024
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.Lively
Date: 12/06/2024
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.Review fromKarl B
Date: 11/21/2024
1 starKarl B
Date: 11/21/2024
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.Lively
Date: 11/29/2024
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.
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