Reviews

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

close

Find a Location

Lively has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Lively

  PO Box 4428 Carlsbad, CA 92018-4428

  
• 

  Lively

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

  
• 

  Lively

  10935 Vista Sorrenta Pkwy Suite 200 San Diego, CA 92130

  
• 

  Lively

  P.O. Box 4428 Carlsbad, CA 92018

  
• 

  Lively

  7601 Penn Ave S Edina, MN 55423-8500

Review Details

• Review fromLynn B

  Date: 06/26/2024

  1 star

  Lynn B

  Date: 06/26/2024

  I emailed multiple times to disconnect the phone - no reply other than an automated we will reply within 5 days. Nothing. Another month went buy another bill, I emailed again (which is on the bottom of their email bill to email to disconnect- oddly now that link does not work.... but is still on email.) I called multiple times holding for long times and would hang up and email. On the last bill I received I called and held and after an hour holding someone picked up and I spoke with them to cancel the line. They said it was cancelled and everything was in order - I asked for an email to confirm this which he did. The following month I received another bill. I emailed and no reply. I then got another bill in the mail and I called and **** answered and aside from the fact she was rude she was unhelpful. She said she could only see the emails that they replied to - which was one- I have multiple emails she said she had no access. I said I cancelled in December and did not owe. She argued and said there is no way to cancel via email that you have to speak with somone on the phone. I asked why it has that at the bottom of the email and she had no response. I told her the phone was cancelled, I emailed the cancellation and did not use the phone. Her reply was we have lots of customers that don't use the phone. Not sure how that is relavant. It took me two months to get the phone cancelled and they are still sending bills. Zero customer service. Would not recommend this company to anyone. They do not listen to the customer, offer options on their emails to which they do not follow thru with. Again, I have multiple emails starting in December where I cancelled the phone. All auto reply's stating in 5 business days someone will respond to which no one ever did. They have links to cancel via email which now do not work for me to take screen shots of. I call and they deny and do not try to work with the customer. Horrible customer service.
  

  Lively

  Date: 07/02/2024

  Hello, we are sorry to hear of your experience and we appreciate your feedback. A review of your account shows that we did receive a call from you on January 29, 2024, where you requested to cancel your account. This call was received during a bill cycle and your monthly service invoice had already been generated. At that time, a cancelation order was processed to be completed on at the end of the current bill cycle date of February 18, 2024. We also received an email from you on that same day and we replied the next day confirming that the account would cancel on February 18, 2024. We do see that the account did indeed cancel on the said date. The invoice you received after cancellation was the final bill which showed the amount due prior to cancellation. Because we see no usage for the cycle the bill represents, we have waived the balance as a courtesy. If you receive any mail correspondence requesting payment after today, please disregard. Kind regards

• Review fromTerry L C.

  Date: 06/24/2024

  1 star

  Terry L C.

  Date: 06/24/2024

  The phone itself is fine. It's whatever you want to call them "customer service" people that are answering the phone! I didn't know my bill had gone up LAST month because I'm on paperless and autopsy. I went in to update my payment information and that's when I saw it. It's gone up $10.I sat on terminal hold and finally got an "agent" and it was a effen nightmare. She didn't know a freakin thing. She was guessing. "Well, it could have gone up because you went over your limit". Looked it up. Nope. That wasn't it.She kept digging and never came up with a valid answer. She said that I got a one-time $10 credit in April. I told her no, I got it in March as well."No, you didn't.""Yes, I did.""No, you didn't.""Yes, I did."And on and on it went. I told her I was looking RIGHT AT THE SCREEN and was quoting the dates. She kept babbling so I hung the fk up. Can someone who actually knows WTF they're doing tell me why my bill went up $10 or do I need to change companies??????
  

  Lively

  Date: 06/26/2024

  Hello, we are very sorry to hear of your experience and we appreciate your feedback. We attempted to speak with you regarding your issue, however you did not answer. A voice message was left advising you that the $10.00 credit is our automatic bill pay incentive that you were receiving. We explained that there was a change in the billing via our website on March 26, 2024, they may have interfered with the discount being applied. We saw that a new credit card was added via our website on June 24, 2024, and that that card was set up for auto payments. A $20.00 credit has been applied to your account and the discount should resume after your July payment. If you have any other questions or concerns, please contact our customer service. Best regards.

• Review fromJoanne G

  Date: 06/11/2024

  1 star

  Joanne G

  Date: 06/11/2024

  I Had a cell phone for my dad and had multiple issues over the past year. Very disheartening experience with company that claim to be for elderly. They have, For example, one-touch to dial 911, but its extra on top of monthly fee. When I first got the phone, was somehow being charged for two lines, additionally the amount was not what I was originally told. Their customer service is also advertised kind and knowledgeable, willing to take time to listen and find out what is need but that was not my experience today. As an older person myself i can not believe the degrading way I was spoken to today by a agent named *****, who was not helpful and was upset when I asked for a supervisor because my issue was not being addressed.. my dad stopped using the phone in January and I had kept the service going but finally decided to cancel. I cancelled before the next bill cycle last week and the agency spoke to said it was all set but I still got a final bill. ***** just did not take the time to listen to my issue and did not explain the bill to me and then after waiting for 14 minutes for a supervisor said no one was available. Would not recommend cell service.
  

  Lively

  Date: 06/26/2024

  Hello, we are very sorry to hear of your experience and we appreciate your feedback, We will look into this matter. Lively strives to provided great customer service. Please if you have anymore comments, questions, or concerns Please contact our *****************

• Review fromPatricia E

  Date: 06/04/2024

  1 star

  Patricia E

  Date: 06/04/2024

  Lively has apparently had major leadership & organizational changes. Also known (on my cellular invoices) as being from Best Buy Health.1. Billing issues: used to be paid via AMEX. All of a sudden, now getting paper invoices.2. Called SEVERAL times. 1st call, Agent says will fix. More paper invoices. Called 3 more times - always on hold for at least 30 minutes then totally cut off, back to local dial tone. By this time I want to cancel service. Receive another paper invoices indicating past due amount of $60.3. Tried writing to cancel service - no mailing address given on invoices. Tried internet research for HQ office, and CEO location. Hours online. Mailed (admittedly obnoxious) letters to several addresses. No response. Finally paid $60, stapling check and invoice to letter asking that it be forwarded to the proper office so that service can be cancelled,4. Received 6/3 two invoices, one dated 5/25 indicating FINAL BILL, $90 due. Second dated 5/29 indicating $29.95 due (they evidently finally got my check). No notice of "final bill". 5. Called today (6/4) on hold for only 10 minutes, spoke to agent who confirmed that service would be cancelled, and not to pay the $29.95. WHAT A BUNCH OF HEADACHES.
  

  Lively

  Date: 06/11/2024

  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 fromDale H

  Date: 05/30/2024

  1 star

  Dale H

  Date: 05/30/2024

  They changed my due date from the 7th to the 28th and took money out of my account without my permission and when I complained they stated that I would be refunded the next day, they didn't say anything about taking 3-7 days I am on a tight budget being on SS
  

  Lively

  Date: 05/31/2024

  Hello, we are sorry to hear of your experience and we appreciate your feedback. We recently changed our auto pay schedule to align with the due date, which is approximately 18 days after the invoice date, to allow for the invoice to be delivered prior to the payment. We included an insert with both the April and May ******* invoices, explaining the changes. We have reviewed your account and see that we refunded your most recent monthly ******* payment back to your credit card, which provides you with a free month of *******. We additionally see that your bill cycle date was changed so that your payment will process around the same date as before. We apologize for any inconvenience this may have caused you.

• Review fromBonita W

  Date: 05/30/2024

  1 star

  Bonita W

  Date: 05/30/2024

  The company touts the phones and the service was a budget friendly, easy to use cell phone alternative.The harsh truth is that the company is very predatory and is steeped in hidden fees. The company advertises cell service for $20 a month. That's the bait. You then learn in order to have texting capabilities, that's extra. There's an activation fee. Then you have to pay for the first month before it's activated. If you want data, you have to pay by the gig and the fee is astronomical. Before you know it, the $20 is nearly $40. May 2024 saw a much needed change to their billing. Prior to this month, auto pay customers were charged BEFORE the bill was emailed to them. I'm really disappointed in the deception. The process to activate the phone and the service isn't user friendly nor streamlined. If you want to port a number? Prepare to wait a week for the transfer. I understanding troubleshooting with seniors can be time consuming, but on average I've spent over a hour on hold with a billing question.The savings just aren't there. I'm paying more for less. At least with major carriers, there's unlimited talk, text and data. The value isn't there. If my mother didn't like the phone, I'd switch her back to ******** This company should be ashamed of themselves. Transparency is the key to customer service and creating raving fans. Lively needs to be honest about pricing, offer more features and offer more means of contacting customer service.
  

  Lively

  Date: 05/30/2024

  Hello, we are sorry to hear of your experience and appreciate your feedback. We were able to locate an account with the information provided and do not see any extra fees. Like most cellular services a onetime activation fee is charged to establish service, and this is listed on the box. The plan you chose was our lowest plan of $24.99 for unlimited talk and text, and 1gigabyte of data for $5.00, plus applicable taxes and fees monthly. We offer an incentive of $5.00 off your monthly service invoice if you opt for paperless billing. All our plans, services and costs can be view on our website, www.lively.com. We did recently realign our autopay schedule to better suit our customers. As to porting in a number, the instructions are packaged with each Jitterbug phone. The number must be active, all account information from your previous carrier is required and most carriers now require a port authorization PIN number. If the information provided is correct, the port in would complete within a day and sometimes within a few minutes. If any of the information is incorrect, the process will be delayed until correct. We apologize for any inconvenience this may have caused you.

• Review fromHelen L

  Date: 05/23/2024

  1 star

  Helen L

  Date: 05/23/2024

  I bought the lively 2 medical alert device for my mom. Since purchasing it never consistently works or charges correctly. They replaced the device once and charging is still a problem. The wait time for customer support is terrible and tonight after speaking to someone she put me on hold for another ********************************************************** back. Very frustrating. The people are nice when you finally get them but the device doesn't work!
  

  Lively

  Date: 05/28/2024

  Hello, we are very sorry to hear of your experience and we appreciate your feedback. We were able to locate your account and can confirm that it was closed on May 24, 2024, per your request after multiple troubleshooting attempts. We thank you for trying our service and we hope you find a service that works for your mom.

• Review fromMary E.

  Date: 05/23/2024

  1 star

  Mary E.

  Date: 05/23/2024

  I have had 2 of their medical alert devices over the past 4 years and luckily I have not had to use them for a fall. Which I ***** a month for. Tues I fell and it did not notice the ambulance for help. Tried to push the button for help and got put ON HOLD! Thank God for good neighbors. Save your money and find someone else reliable.
  

  Lively

  Date: 05/28/2024

  Hello, we are very sorry to hear of your experience and we appreciate your feedback. We were able to locate your account and can confirm that it was closed on May 23, 2024, per your request. At that time, we attempted to review the service, how it works and complete troubleshooting but you declined. We see that you had been with us for eight years, and we thank you for patronage.

• Review fromMark M

  Date: 05/14/2024

  1 star

  Mark M

  Date: 05/14/2024

  This a company that is non responsive to its customers. I have spent over an hour trying to pay the final bill for my mother who passed away. I have called customer service only to be told I needed to contact the financial department. There is no way in their phone system to contact the financial department. The option says to provide an account number and zip code which I have done and it refers me to customer service. It is like they are holding you captive. I wouldnt recommend this service to anyone. The customer service is poor and any attempt to settle a bill is an exercise in futility. Please do yourself a favor and choose another company.
  

  Lively

  Date: 05/15/2024

  Hello ****, first and foremost we send our deepest condolences and we apologize for your recent experience. We completed a search using your email but were not able to locate you in the system. If you need any further assistance regarding the cancellation please email us at ****************************************** We will also reach out to you directly.

• Review fromVincent P

  Date: 05/04/2024

  1 star

  Vincent P

  Date: 05/04/2024

  I have been having trouble with lively flip phone and decided to cancel. Contacted another carrier and went thru all the hoops in getting a new phone. went fine till carrier contacted lively to get them to release my phone # I had for years,and did not want to change. I was on hold with lively for 2 hrs. they tried every trick in the book to delay my getting my old phone no. they would not verify my account # to the other carries this went on for 4 hours. caution if you ever want to cancel your account with **********************. I never did get my old phone back, they are real **** holes when you try to cancel your account.*****
  

  Lively

  Date: 05/07/2024

  Hello, we apologize for your recent experience, and appreciate your feedback.Best regards.