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 fromdon g
Date: 04/02/2024
1 stardon g
Date: 04/02/2024
terrible billing and postal delivery to ****** ***** , very hard to connect with an agent, might be changing companies.
Lively
Date: 04/04/2024
Hello, we are very sorry to hear of your experience and we appreciate your feedback. We were able to locate your account and see that we spoke with you several times regarding your billing. You reported that you sent a payment, however, we did not receive it. You added that your local post office was investigating the issue as to where the payment went. While we have no control over the postal service or how long the mail takes to arrive at our payment center, we can confirm that on April 3, 2024, a large courtesy credit was applied to your account. Additionally, when calling us, hold times may vary, but if you can hold, we will be happy to assist you. If you cannot hold, you can email our **************** via the ********************** website, ************* and Contact Us. Best Regards,Review fromJoseph P
Date: 04/02/2024
1 starJust awful. Terrible customer service, shotty cell service, and glitchy software. DO NOT BUY.Review fromColleen M
Date: 04/01/2024
1 starColleen M
Date: 04/01/2024
Terrible customer service! Called to cancel service 3x for phone service I bought for my brother on autism spectrum. They will NOT stop charging my credit card. Emailed them this evening. Buyer BEWARE of these predatory practices used on those not likely to notice their scam!Lively
Date: 04/03/2024
Hello, we are very sorry to hear of your experience and we appreciate your feedback. We have reviewed our recorded calls and did find that on February 2, 2024, you did request to cancel the service. We do see that your account was cancelled on April 3, 2024, and a service credit was applied to the account. While we cannot determine why your account was not cancelled at your first request, we have provided an additional credit of to the account. We have also refunded the credits back to the credit card used for payment and the refund should post in the next 3-5 days, depending on your credit card company. We thank you for bringing this to our attention and apologize for any inconvenience this may have caused you. Best regards,Review fromMatt R
Date: 03/27/2024
1 starMatt R
Date: 03/27/2024
I got this service for my mother. She had nothing but trouble from the start - in my opinion, their customer service ***** - don't call their 800 number - I've been on hold for over 25 minutes EACH TIME ... before I gave up!They are not ready for PRIME TIME!Lively
Date: 03/28/2024
Hello ****,We are sorry to hear that you were not pleased with your mothers service with Lively. We were able to locate the account and found that the account has been disconnected as of March 27, 2024. Again, we apologize for the inconvenience.Review fromMeeMo
Date: 03/24/2024
1 starMeeMo
Date: 03/24/2024
For what a review with the BBB is worth, Lively SUCKS!! I have been trying to get them to port over an old phone number to one of their Jitterbug phones. I've done everything in my power to get this done which has included many, many calls to their company. Today took the cake though!! The Rep who answered the phone wouldn't even consider helping me because my 88 year old father wasn't with me to give the jerk permission to speak to me. It's funny... With all of my previous calls, my dad not being present was never an issue. I hope whoever is considering using Lively as their phone service reconsiders!!!!Lively
Date: 03/28/2024
Hello *******, we are sorry to hear about your recent experience with the transfer of your father's number. We were able to locate your account by using the email ********************** Review of the account indicates that the Phone Number you wanted to transfer was not active. In order for a number transfer to complete the account must be open and the number needs to be active to complete a number transfer. As of March 25, 2024, you chose to disconnect the account. We do apologize for the experience.Review fromANTHONY m
Date: 03/13/2024
1 starANTHONY m
Date: 03/13/2024
First i was informed when I got the service My bills will be $45 dollars then it was $54 now it's $64. When I called all I got was double talk. I'm a senior and a veteran. This is outrageous.Lively
Date: 03/19/2024
We are sorry to hear of your experience and we appreciate your feedback. We see that the activation fee was supposed to be billed to your first invoice but it did not appear until the second. Additionally, you had multiple plan changes contributing to the different bill amounts. We also see that in your most recent bill some of the taxes and fees, controlled by local, city, and state governments, increased which also caused a difference in the amounts due. Please contact our **************** at ************ from 4am to 7pm if you have any additional questions about your bill or services.Review fromCM Brown
Date: 03/13/2024
1 starCM Brown
Date: 03/13/2024
I got the phone for my **** ******** started out fine. Then I noticed I wasn't getting any statements, I just got reminders via email stating when payment was due & it would be done via auto-pay. So since I didn't get any statements, I didn't know the details of each charge. It wasn't consistent each month, it was different amounts, but close to the same charge. One day, service was suddenly cut off & I didn't know why. I called & sat on hold for about 30 min. The person I talked with, nothing was really told to me, they just said they would work on ******* should be active by the next day. 2 days later & the phone still wasn't active. I called again & was on hold for much longer. I got bounced around to 2 other people & that's when I was told that the service was cut off because there was an outstanding balance. I was not aware of this. I was told it was from data charges & I had to pay over $600 in fees, then it could be active again. I was shocked, because I wasn't notified or had statements to know any of this! The lady I talked to was nice & made a settlement offer of $386 to pay off the account. I couldn't make payment at that time since I'm disabled & don't have much money. My friend was going to help me out, so I called right back & she paid the $386. I was told everything was cleared, and I said not to reactivate the account, I was done with their services. That was all done on 2/14. Today, I checked my bank account & ********************** charged me for $233 on 3/11. Needless to say, I'm NOT happy! I was told everything was paid off & clear. Now they're charging me money, without my consent, since they have my bank information?! That's not right. I WILL be contacting them in the morning.Lively
Date: 03/19/2024
We are sorry to hear of your experience, and we appreciate your feedback. We were unable to locate your account using your email. At Lively we strive to provide the best quality service and Products for each Individual. Please contact our **************** to see if we can help you find something that works better for your personal needs. We apologize for any inconvenience this may have caused.Review fromDaniel L
Date: 03/05/2024
1 starDaniel L
Date: 03/05/2024
Terrible service. They will charge you without your permission and make you jump through hoops to get them to stop. The smart phone was not what we expected. Basically the only large buttons are the selections menu after that it's just a basic smart phone. I do not recommend at all.Lively
Date: 03/08/2024
We are sorry to hear of your experience, and we appreciate your feedback. We were unable to locate your account using your email. At Lively we strive to provide the best quality service and Products for each Individual. Please contact our **************** to see if we can help you find something that works better for your personal needs. We apologize for any inconvenience this may have caused.Review fromCarey M
Date: 03/01/2024
1 starCarey M
Date: 03/01/2024
One failure of customer service after another.Poor phone durability/performance, paid for replacement once, decided to but their "Protection Plan". This was followed by another failure, with promise to replace promptly. "Promptly" entailed the company canceling the order for no reason given, then many days delay in re-instituting and completing the order (all accompanied by interminable hold time for the multiple calls made).Strongly advise NOT TO USE LIVELY for a family member or yourself if you value performance and service.Lively
Date: 03/08/2024
Hello *****, we are sorry to hear of your experience and appreciate your feedback. We were able to locate your account and have completed a review. We were able to confirm that your replacement Jitterbug Flip2 phone was delivered on March 5, 2024. Please contact us to activate your replacement phone when you are ready. We apologize for any inconvenience and hope to provide you a better experience moving forward.Review fromJodie W
Date: 02/22/2024
1 starJodie W
Date: 02/22/2024
One phone was purchased and I was charged for 3 months of service within two weeks. A very rude representative told me I was wrong and I just needed to sort it out with my bank. The next months bill came with a CREDIT due to being overcharged. A second phone was purchased but canceled the following day. After not receiving a full refund, a rep told me it takes 21 days. At 21 days another rep told me it takes 3 more days for processing. At 30 days and no refund I was transfered to finance where the line disconnected. Upon calling back a rep told me it showed no refund was ever sent back and she would take care of it. The refund finally came back 3 days later. It took over 30 days to get a refund on an item that never even shipped. I canceled the other phone service. Shady practices.Lively
Date: 02/23/2024
Hello *****, we are sorry to hear of your experience and appreciate your feedback. We were able to locate your accounts and have completed a review of them. For your first account, we see that you established your account with an online order of a Jitterbug Flip2, that you paid for at the time of the order. This order did not include the monthly service fee. Our records do not show any discrepancies with the monthly billing. Your first monthly service invoice was for 1 month of the plan you selected. On your next monthly service invoice, you were again only billed for 1 month of service and there was a $10.00 incent because you had paid your first invoice via Auto Payments. This incentive did not start until after your first monthly service invoice was paid and you continued to receive the discount for the life of the account. We do see that your second account was established in January, and we received a request to cancel the next day. The disconnect for this account completed 2 days later which may have cause the issue with your refund. We do see that it took longer than expected for the refund to be processed and we apologize for any inconvenience this may have caused you. We are sorry to see you go and thank you for trying our service.
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