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 fromRobert S
Date: 05/02/2024
2 starsRobert S
Date: 05/02/2024
Be prepared to pay BIG dollars if you go over your gigs ! I had 5 gigs plan, went over one & a half gigs and got charged $ 120 ! for the gig & a half ! Very excessive!
Lively
Date: 05/03/2024
Hello, we apologize for your recent experience, and appreciate your feedback. We were able to locate and review your account. We see that on two occasions, on 4/25/2024, prior to the end of your bill cycle, we notified you via voice messages of your data overage fee and asked that you call us, however, you did not return our call. We do see that after the end of your bill cycle you called us about your bill and at that time you changed to an unlimited data plan. While we find that the data overage fee is valid based on your usage, we have credited half of the fee to your account as a courtesy. If you have any further questions regarding your billing, please call our **************** at **************. Best regards.Review fromBeck K
Date: 04/25/2024
1 starBeck K
Date: 04/25/2024
For every different customer care employee you speak to at **********************, you get a different answer as to when their billing cycle ends. You want to change your phone plan but you never can because every time you believe them, you're wrong - you have the wrong date WHICH THEY GAVE YOU!!! You are either too early to change the plan, too late to change it, or they retroactively change your bill just before it posts. I had a lady tell me last night I owed them $3,000 for the month of April. I'd called them, yet again, because my phone got shut off. They cause problem after problem after problem. It's beyond aggravating. The bill was put back to normal but I should NEVER have them causing me problems. Worst company I've ever had the misfortune of dealing with!!Lively
Date: 04/26/2024
Hello, we apologize for your recent experience, we appreciate your feedback and for bringing this to our attention. We were able to locate your account using your email. We are sorry to see you go as a customer, if you have any questions, please call our ***************** We apologize for any inconvenience this may have caused you, Kind regards.Review fromCindy M
Date: 04/22/2024
1 starCindy M
Date: 04/22/2024
My mother's Lively bill went from $31 per month to $179. As it was directly taken out of her account, she didn't realize what was happening. She called customer service and was told it was data usage. The woman was so rude and she cancelled her account. No one could explain why she suddenly had data use charges. This company should never be paid directly. What a rip off.Lively
Date: 04/24/2024
Hello *****, we apologize for your recent experience and we appreciate the feedback! So we may assist you further with your concerns please contact our **************** for additional support.Review fromDiane H
Date: 04/21/2024
1 starDiane H
Date: 04/21/2024
Absolute terrible service. Over charging seniors, double billing, and never answering the phone ... The Lively Company needs to be shut down. The Better Business Bureau needs to protect seniors from this fraudulent company.Lively
Date: 04/24/2024
Hello *****, we apologize for your recent experience and we appreciate the feedback! If you have not done so already, please confirm that you are contacting the correct **************** number, ****************, between the hours of 4am-7pm, Pacific Time, for additional support.Review fromCarol L
Date: 04/20/2024
1 starCarol L
Date: 04/20/2024
Terrible company! My mother (94) had lively phone. She passed away in December 2023. Her phone was canceled and sent back to them with a copy of her death certificate. They have now charged her for January 2024 and February. They have been told and sent letters with copies of her death certificate. They can check and see and know no data was used during this time. They had the phone. Now they are threatening a dead woman with sending her for collections. Ridiculous! They are suppose to be a company that works with the elderly. They pass away. Does this terrible company harass all families for payments that were impossible for the service to happen. TERRIBLE time to deal with evil!!!Lively
Date: 04/24/2024
Hello *****, we apologize for your most recent experience with Lively and we appreciate your feedback. We reviewed your mother's account and show that it was disconnected as of March 6, 2024, with a balance due of $68.44. We reviewed the usage on the account and confirmed zero usage was used for the month of January and February before the account was closed. As a courtesy, we have waived the unpaid balance in the amount of $68.44 and no further billing will be due. Thank youReview fromMary Ann M
Date: 04/16/2024
1 starMary Ann M
Date: 04/16/2024
I have had a Lively Flip Top Phone for over a year now. I only got it because the numbers were larger. I am going to get rid of this phone. No one ever answers the phone line at customer service numbers. They took away the option of sending photos to an E Mail address. The others people were correct! They should not be in business!Lively
Date: 04/18/2024
Hello, we apologize for your recent experience, we appreciate your feedback and for bringing this to our attention. Unfortunately, we were unable to locate your account using your email. We are sorry to see you go as a customer, if you have any questions, please call our **************** so we can assist you further with this matter. We apologize for any inconvenience this may have caused you, Kind regardsReview fromNorma H
Date: 04/15/2024
1 starNorma H
Date: 04/15/2024
Terrible service!!! Good luck canceling service for your elderly parent when the service was cancelled months ago. They are still charging her account $5 per month for nothing. Are they so hard up for business they have to rip off elderly people! Sad!Lively
Date: 04/18/2024
Hello, we apologize for your recent experience, we appreciate your feedback and for bringing this to our attention. Unfortunately, we were unable to locate your account using your email. We are sorry to see you go as a customer, if you have any questions, please call our **************** so we can assist you further with this matter. We apologize for any inconvenience this may have caused you, Kind regards.Review fromTim H
Date: 04/10/2024
1 starTim H
Date: 04/10/2024
very frustrating waste of time. IMO avoid them like the plague. They should not be in business. very frustrating wait to get thru their phone system, and hopefully these ***** waits are temporary, Once I got connected to a live person, in the *** btw, they seemed to be helpful.. I was told the porting of the old number would take 5-7 days. It was done the next morning but I hadn't received notification and was confused. I had to call to get things like text messaging set up properly but I was astonished at how adept ******* was at supposedly getting things set up. She told me the phone was all set to go and the number had already been ported. Well, I naively did not check while she was on the line. Later I discovered the temporary line (assigned when I bought the phone at BESTBUY) no longer worked **** yet still shows as the number on the new phone. the old ported number just goes to voicemail, which I was unable to retrieve, and I cannot send text messges. I have wasted about 6 hours on this and accomplished nothing. Now I must call them again. it is the worst experience I have every had in nearly 30 years of having cell phones. I am also going to cancel my emergency device service also. What a nightmare. Thank God I have a VOIP cordless phone.Lively
Date: 04/18/2024
Hello, we apologize for your recent experience, we appreciate your feedback and for bringing this to our attention. We were able to locate your account using your email. We are sorry to see you go as a customer, if you have any questions, please call our ***************** We apologize for any inconvenience this may have caused you, Kind regards.Lively
Date: 04/18/2024
Hello, we apologize for your recent experience, we appreciate your feedback and for bringing this to our attention. We were able to locate your account using your email. We are sorry to see you go as a customer, if you have any questions, please call our ***************** We apologize for any inconvenience this may have caused you, Kind regards.Review fromRandy S
Date: 04/09/2024
1 starRandy S
Date: 04/09/2024
Terrible ! Had phone 1 hour and couldn't receive an incoming call. 1 bar when old phone had 3. Cancelled and they forgot to send return info. Called and waited 16 min and got hung up on. Finally got someone to process return shipping info and label. Called at 3 weeks and hadn't received refund. Called at 6 weeks (no refund) and said had not received. I packaged and used their shipping label. Rep said they don't provide labels. ??????? BS I used theirs. They asked if I had tracking number - well no I used your shipping info. Company full of BS. Don't Bother!Lively
Date: 04/11/2024
Hello, we apologize for your recent experience, we appreciate your feedback and for bringing this to our attention. We were able to locate the tracking number and found that the phone was received, however, it was not delivered to our returns center which did not trigger the refund. We are sorry for our error. We have processed a full refund to the card used for the purchase and you should see it post to your account in 3-5 business days, depending on your carrier. If you have any questions, please call our ***************** We apologize for any inconvenience this may have caused you. Kind regardsReview fromMartha T
Date: 04/06/2024
1 starMartha T
Date: 04/06/2024
I sat on hold for 40 minutes and finally hung up. I will be disconnecting my service.Lively
Date: 04/11/2024
Hello, we apologize for your recent experience, and we appreciate your feedback. Call handle times vary during any given day, however, if you can hold, we will help you. If you are unable to hold on your first call, we ask that you try again perhaps at a different time. Our **************** is available seven days a week from 4am to 7pm, Pacific time or you can email us via the our website, ************* and Contact Us. We apologize for any inconvenience this may have caused you.
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.