Great Call Reviews (%countItem)
Great Call Rating
Address: PO Box 4428, Carlsbad, California, United States, 92018-4428
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We purchased a Jitterbug phone for my mother, who is in her late 80's. She has used it very little, has little knowledge of how to use it or how it works, and it has basically been an emergency phone for her. Until she traveled this summer to stay with another family member. She began using it to make and receive calls, and quickly exceeded the low minute plan she had. Her monthly Great Call bill is charged automatically to her credit card, and the credit card is automatically paid while she is away. So, for the past several months, unbeknownst to her or anyone else, the bill has been 5-6 TIMES GREATER than her normal rate. When I inquired, I learned she could have been on a plan that would have cost only $5/mo more. Instead, Greatcall took full advantage of her lack of knowledge and advanced age, and charged her hundreds and hundreds of $'s in overcharges. This is predatory behavior on Greatcall's part. Even if it isn't technically illegal (or is it?), it surely is unethical and wrong. There is no connection whatsoever between these excessive, abusive, ridiculous charges and reality.
To Whom It May Concern:On behalf of
GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent
Response, this letter is submitted in response to the above-referenced
complaint. We
appreciate the opportunity to respond Mr. Budnick’s complaint and have
completed an audit his GreatCall account. Our records
show that the account was established on January 23, 2016 with the retail
purchase of a Jitterbug Touch 3 phone. The account was set up with Basic Health
and Safety, 250 minutes, 100 MB of data and the Handset Replacement Option for
$33.99 plus tax monthly. On June 11,
2016 ***, an authorized contact on the account, called our Customer
Service to change the rate plan. The plan was updated to 200 Minutes Only plan
with 40 MB of Data and the Handset Replacement Option for $21.48 plus tax
monthly.As a
courtesy, if a GreatCall customers hits 80% of their allowed usage, we may send
an automatic usage notification advising them of the number of minutes they
have used and our Customer Service number if they need to upgrade their plan to
avoid any overage charges. On June 8,
2018, GreatCall sent a usage notification to the Jitterbug Touch 3 phone regarding
the minute usage. The monthly invoice for June was generated in the amount of
$51.96. The amount was charged to the recurring credit/debit card on file. GreatCall sent
a usage notification to the Jitterbug Touch 3 phone on July 11, 2018 regarding
minute usage however, we were unable to reach anyone, and a voicemail was left.
The monthly invoice for July was generated in the amount of $125.45. The amount
was charged to the recurring credit/debit card on file.On August
11, 2018, GreatCall sent a usage notification to the Jitterbug Touch 3 phone
regarding the minute usage however, we were unable to reach anyone, and a
voicemail was left. The monthly invoice for August was generated in the amount
of $144.05. The amount was charged to the recurring credit/debit card on file.GreatCall
sent a usage notification to the Jitterbug phone on September 3, 2018 regarding
minute usage. On September
5, 2018 Mr. called our Customer Service regarding the overage charges.
We advised him the overages were for going over the allotted monthly minutes
and recommended a rate plan change. The plan was changed to Minutes only 600
with 40 MB of data and the Handset Replacement Option for $26.48+tax. We also
advised Mr. that multiple notifications were sent to the phone regarding
minute usage. Upon receipt
of this complaint GreatCall has provided a onetime courtesy credit on the
account of $114.50 for the overages.We recommend
Mr. set up a MyGreatCall.com account to monitor minute usage and make
changes to avoid future overage charges when needed. We understand that everyone
will have different needs and usage requirements and as such, we offer a
variety of products and rate plans with a broad range of usage limits and allow
changes to the plan once per billing cycle.We apologize
for any inconvenience this situation may have caused.Best Regards.
We purchased a Jitterbug phone for my mother, who is in her late 80's. She has used it very little, has little knowledge of how to use it or how it works, and it has basically been an emergency phone for her. Until she traveled this summer to stay with another family member. She began using it to make and receive calls, and quickly exceeded the low minute plan she had. Her monthly Great Call bill is charged automatically to her credit card, and the credit card is automatically paid while she is away. So, for the past several months, unbeknownst to her or anyone else, the bill has been 5-6 TIMES GREATER than her normal rate. When I inquired, I learned she could have been on a plan that would have cost only $5/mo more. Instead, Greatcall took full advantage of her lack of knowledge and advanced age, and charged her hundreds and hundreds of $'s in overcharges. This is predatory behavior on Greatcall's part. Even if it isn't technically illegal (or is it?), it surely is unethical and wrong. There is no connection whatsoever between these excessive, abusive, ridiculous charges and reality.
To Whom It May Concern:On behalf of
GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent
Response, this letter is submitted in response to the above-referenced
complaint. We
appreciate the opportunity to respond Mr. Budnick’s complaint and have
completed an audit his GreatCall account. Our records
show that the account was established on January 23, 2016 with the retail
purchase of a Jitterbug Touch 3 phone. The account was set up with Basic Health
and Safety, 250 minutes, 100 MB of data and the Handset Replacement Option for
$33.99 plus tax monthly. On June 11,
2016 ***, an authorized contact on the account, called our Customer
Service to change the rate plan. The plan was updated to 200 Minutes Only plan
with 40 MB of Data and the Handset Replacement Option for $21.48 plus tax
monthly.As a
courtesy, if a GreatCall customers hits 80% of their allowed usage, we may send
an automatic usage notification advising them of the number of minutes they
have used and our Customer Service number if they need to upgrade their plan to
avoid any overage charges. On June 8,
2018, GreatCall sent a usage notification to the Jitterbug Touch 3 phone regarding
the minute usage. The monthly invoice for June was generated in the amount of
$51.96. The amount was charged to the recurring credit/debit card on file. GreatCall sent
a usage notification to the Jitterbug Touch 3 phone on July 11, 2018 regarding
minute usage however, we were unable to reach anyone, and a voicemail was left.
The monthly invoice for July was generated in the amount of $125.45. The amount
was charged to the recurring credit/debit card on file.On August
11, 2018, GreatCall sent a usage notification to the Jitterbug Touch 3 phone
regarding the minute usage however, we were unable to reach anyone, and a
voicemail was left. The monthly invoice for August was generated in the amount
of $144.05. The amount was charged to the recurring credit/debit card on file.GreatCall
sent a usage notification to the Jitterbug phone on September 3, 2018 regarding
minute usage. On September
5, 2018 Mr. called our Customer Service regarding the overage charges.
We advised him the overages were for going over the allotted monthly minutes
and recommended a rate plan change. The plan was changed to Minutes only 600
with 40 MB of data and the Handset Replacement Option for $26.48+tax. We also
advised Mr. that multiple notifications were sent to the phone regarding
minute usage. Upon receipt
of this complaint GreatCall has provided a onetime courtesy credit on the
account of $114.50 for the overages.We recommend
Mr. set up a MyGreatCall.com account to monitor minute usage and make
changes to avoid future overage charges when needed. We understand that everyone
will have different needs and usage requirements and as such, we offer a
variety of products and rate plans with a broad range of usage limits and allow
changes to the plan once per billing cycle.We apologize
for any inconvenience this situation may have caused.Best Regards.
I called great call to get a refund. They finally told me I would not get it. I feel that they are scamming the elderly.
Re: *** Account ***_ File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the J *** Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond *** complaint and have completed an audit of her GreatCall account.
Our records indicate the account was established on January 30, 2013 with the direct purchase of a *** device. At the time, she selected the *** plan for $14.99+ plus tax monthly.
On July 1, 2015, the plan was updated to Go Plan 19 for $19.99+tax. A letter was mailed to *** to advise of the changes.
*** contacted our Customer Service on July 10, 2016, to say she had lost the device and needed a replacement. The device was upgraded to the GreatCall Splash and the plan was changed to the Ultimate Health and Safety plan that includes the Fall Detection for $34.99+tax monthly.
On January 29, 2018, GreatCall sent a letter to *** explaining that the fall detection feature on the GreatCall Splash device had not been activated and that we were remotely updating the device to activate the feature. As a courtesy, a bill credit of $181.67 was applied to the account for the inconvenience.
*** contacted our Customer Service on January 30, 2018 to remove fall detection.
On February 1, 2018, *** contacted our Customer Service to cancel her account and the account was disconnected the same day. A refund request was sent to our Financial Service department for the credit balance. Unfortunately, due to internal miscommunication within GreatCall, the refund was not processed.
After a review of the account, we have determined that we are able to process a refund on the account. A refund of $181.67 was processed back to the card on file.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I called great call to get a refund. They finally told me I would not get it. I feel that they are scamming the elderly.
Re: *** Account ***_ File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the J *** Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond *** complaint and have completed an audit of her GreatCall account.
Our records indicate the account was established on January 30, 2013 with the direct purchase of a *** device. At the time, she selected the *** plan for $14.99+ plus tax monthly.
On July 1, 2015, the plan was updated to Go Plan 19 for $19.99+tax. A letter was mailed to *** to advise of the changes.
*** contacted our Customer Service on July 10, 2016, to say she had lost the device and needed a replacement. The device was upgraded to the GreatCall Splash and the plan was changed to the Ultimate Health and Safety plan that includes the Fall Detection for $34.99+tax monthly.
On January 29, 2018, GreatCall sent a letter to *** explaining that the fall detection feature on the GreatCall Splash device had not been activated and that we were remotely updating the device to activate the feature. As a courtesy, a bill credit of $181.67 was applied to the account for the inconvenience.
*** contacted our Customer Service on January 30, 2018 to remove fall detection.
On February 1, 2018, *** contacted our Customer Service to cancel her account and the account was disconnected the same day. A refund request was sent to our Financial Service department for the credit balance. Unfortunately, due to internal miscommunication within GreatCall, the refund was not processed.
After a review of the account, we have determined that we are able to process a refund on the account. A refund of $181.67 was processed back to the card on file.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I am shocked to see the negative complaints about Great Call. I got a Jitterbug phone for my elderly person and it has been a Godsend. We do have issues with service but I also have issues with my "Big" phone carrier. The phone is easy to use and I LOVE the online feature to help him manage his minutes. Every time he calls to talk to someone they are professional and speak in plain language while NOT degrading him. He called to add features to his phone that I knew he would NOT use and after a two weeks with it the company took it off and did NOT charge him. Exceptional Service and great price for a phone.
I am shocked to see the negative complaints about Great Call. I got a Jitterbug phone for my elderly person and it has been a Godsend. We do have issues with service but I also have issues with my "Big" phone carrier. The phone is easy to use and I LOVE the online feature to help him manage his minutes. Every time he calls to talk to someone they are professional and speak in plain language while NOT degrading him. He called to add features to his phone that I knew he would NOT use and after a two weeks with it the company took it off and did NOT charge him. Exceptional Service and great price for a phone.
Dear Friends,
The following refers to a conversation that I had with Great Call, one of your advertisers. Based on my recent experience I can no longer recommend Great Call to fellow members of AARP.
On the afternoon of Friday, 13 July 2018, I called customer service and talked to Kristen (sp?) I said that I have a problem connecting with cell phone towers from our residence at 51-17 Mile Drive, Pacific Grove, CA, 93950 on the Monterey Peninsula. I asked if there was anything that I could do to solve this problem, e.g., buy a cell phone amplifier, install a high gain antenna, etc.. I told Kristen that my wife and I are in our mid-80s and concerned about our safety; personal safety and a medical alert feature are the primary reasons we followed AARP's suggestion to buy Jitterbug flip-phones in the first place. I added that we only use these phones for emergencies when we are on the highway or when we are visiting our second home on the Monterey Peninsula. Kristen then asked me a number of leading questions starting with "what is your account number" followed by "how long have you been a Great Call customer" and finally, "when did you notice this problem." When I said that I had had this problem as recently as during a visit to Pacific Grove last week (we only visit roughly twice a month) she said, "well if you've been a customer of ours for several years why are you just now reporting a problem?"
At this point I requested to talk to Kristen's immediate supervisor who turn out to be Amanda. I told Amanda that I felt insulted by Kristen's attitude and the fact that she felt it part of her job to chastise me for waiting so long to complain about a cell phone problem. Amanda agreed that it was inappropriate behavior and that she would work with Kristen to help her become more compassionate when dealing with customer problems especially, not to abuse the elderly. I requested a written apology from Kristen to attempt to use this issue as a "learning moment." Amanda indicated that she would try but it would be up to Great Call Legal Counsel to approve such action.
Before signing off, I told Amanda that I would never, ever call customer service again since the attitude of Great Call as a company has changed so markedly since first we signed up for service. Jitterbug used to be so user friendly and provide such excellent equipment.
Which brings me to another issue. When we upgraded this year to the new flip-phones, my new phone failed on several occasions to turn on. I requested and received a second phone which acted in the same manner. I called customer service and was advised that this is a common problem with the newer phones and that all I had to do was remove the battery for a few minutes, reinstall, recharge and all would be OK. It worked. So I have been performing this operation frequently with the new phone and have not had any further problems. HOWEVER, THIS IS THE YEAR 2018 AND I GETTING TIRED OF PERFORMING THIS OPERATION OVER AND OVER AGAIN. Hopefully, Great Call can ask its vendor to correct this deficiency so that it can provide its customers with modern devices that operate reliably....in accordance with the instructions contained in its operating manual.The older devices worked so well!
Finally, and not that I expect any positive outcome from this episode, I indicated to Amanda that given the confrontation with Kristen, and considering the issue with our flip-phones, I would have to consider other suppliers in terms of our communication needs.
Joseph B. Houston, Jr.
Joseph, we are sorry to hear of your recent experience and appreciate your feedback. At GreatCall, we strive to provide a community of support for our products and services. Our award-winning U.S.-based customer service team stands ready to assist, from technical support professionals to customer service representatives, we are ready to help any subscriber that encounters an issue and we encourage them to contact us immediately for assistance, 1 800-733-6632. Changes in cell phone technology can also change the reception a phone receives. Service is based on the coverage in your area, even in a good coverage area, things such as weather, building materials, topography and other environmental considerations associated with radio technology also affect service. If the signal strength is fair or poor, your phone may not be receiving updates. To manually update your phone, you would need to power cycle your phone in a good signal area. Please let us know if we can be of further assistance.
Dear Friends,
The following refers to a conversation that I had with Great Call, one of your advertisers. Based on my recent experience I can no longer recommend Great Call to fellow members of AARP.
On the afternoon of Friday, 13 July 2018, I called customer service and talked to Kristen (sp?) I said that I have a problem connecting with cell phone towers from our residence at 51-17 Mile Drive, Pacific Grove, CA, 93950 on the Monterey Peninsula. I asked if there was anything that I could do to solve this problem, e.g., buy a cell phone amplifier, install a high gain antenna, etc.. I told Kristen that my wife and I are in our mid-80s and concerned about our safety; personal safety and a medical alert feature are the primary reasons we followed AARP's suggestion to buy Jitterbug flip-phones in the first place. I added that we only use these phones for emergencies when we are on the highway or when we are visiting our second home on the Monterey Peninsula. Kristen then asked me a number of leading questions starting with "what is your account number" followed by "how long have you been a Great Call customer" and finally, "when did you notice this problem." When I said that I had had this problem as recently as during a visit to Pacific Grove last week (we only visit roughly twice a month) she said, "well if you've been a customer of ours for several years why are you just now reporting a problem?"
At this point I requested to talk to Kristen's immediate supervisor who turn out to be Amanda. I told Amanda that I felt insulted by Kristen's attitude and the fact that she felt it part of her job to chastise me for waiting so long to complain about a cell phone problem. Amanda agreed that it was inappropriate behavior and that she would work with Kristen to help her become more compassionate when dealing with customer problems especially, not to abuse the elderly. I requested a written apology from Kristen to attempt to use this issue as a "learning moment." Amanda indicated that she would try but it would be up to Great Call Legal Counsel to approve such action.
Before signing off, I told Amanda that I would never, ever call customer service again since the attitude of Great Call as a company has changed so markedly since first we signed up for service. Jitterbug used to be so user friendly and provide such excellent equipment.
Which brings me to another issue. When we upgraded this year to the new flip-phones, my new phone failed on several occasions to turn on. I requested and received a second phone which acted in the same manner. I called customer service and was advised that this is a common problem with the newer phones and that all I had to do was remove the battery for a few minutes, reinstall, recharge and all would be OK. It worked. So I have been performing this operation frequently with the new phone and have not had any further problems. HOWEVER, THIS IS THE YEAR 2018 AND I GETTING TIRED OF PERFORMING THIS OPERATION OVER AND OVER AGAIN. Hopefully, Great Call can ask its vendor to correct this deficiency so that it can provide its customers with modern devices that operate reliably....in accordance with the instructions contained in its operating manual.The older devices worked so well!
Finally, and not that I expect any positive outcome from this episode, I indicated to Amanda that given the confrontation with Kristen, and considering the issue with our flip-phones, I would have to consider other suppliers in terms of our communication needs.
Joseph B. Houston, Jr.
Joseph, we are sorry to hear of your recent experience and appreciate your feedback. At GreatCall, we strive to provide a community of support for our products and services. Our award-winning U.S.-based customer service team stands ready to assist, from technical support professionals to customer service representatives, we are ready to help any subscriber that encounters an issue and we encourage them to contact us immediately for assistance, 1 800-733-6632. Changes in cell phone technology can also change the reception a phone receives. Service is based on the coverage in your area, even in a good coverage area, things such as weather, building materials, topography and other environmental considerations associated with radio technology also affect service. If the signal strength is fair or poor, your phone may not be receiving updates. To manually update your phone, you would need to power cycle your phone in a good signal area. Please let us know if we can be of further assistance.
I purchased a Jitterbug phone on March 5, 2018 for my husband. He has advanced Dementia & he is in a nursing home. He was unable to use the phone due to his memory issues. I returned the phone to Best Buy in Waco on March 13, 2018. We did use the phone for two & a half hours trying to enter his contact information & notifying his contacts of his new number. He was not able to use the phone so I took it back. I was not given any instructions from Best Buy about any action I should take. I assumed that returning the phone would take care of it.
I received a bill from Great Call for$118.10. I immediately called and spoke to Evette immediately after receiving the 4/5/18 invoice. She said they would settle for $76.30. I said no way. I returned the phone. He was unable to use it.
Great Call has continued to send me bills.
Now It has been sent for collection.
I feel like their advertising was deceptive. The phone cost me $153.53. And the monthly charge is high.
They are now willing to settle for $68.67. That is $27.47 per hour. Totally outrageous.!!!
Re: *** on behalf of ***_ Account ***_ File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms., an authorized contact on the account, is disputing the bill.
We appreciate the opportunity to respond Ms.’s complaint and have completed an audit of Mr.’s GreatCall account.
Our records indicate the account was established on March 5, 2018 with the retail purchase of a Jitterbug Flip phone. At the time of activation, Mr. requested the $35.00 activation fee be added to the first month’s bill.
The first bill was generated on March 5, 2018 in the amount of $79.47 which included the monthly fee and activation fee.
The second bill was generated on April 5, 2018 in the amount of $38.63, bringing the total amount to $118.10.
On April 10, 2018, Ms. contacted our Customer Service to cancel Mr.’s account and we set the cancellation for the same day.
Ms. contacted our Financial Services on May 18, 2018 to say the phone was returned to the retail location and no further balance is due. We advised Ms. that 148 minutes were used and that exceeded the allotted amount under our 30-Day Return policy, therefore, Mr. is responsible for the first month’s bill. We applied a credit of $41.80 and the balance remaining was $68.67.
We contacted Ms. on July 10, 2018 regarding the remaining balance but we were unable to collect payment at the time.
Upon receipt of this complaint, as a courtesy, GreatCall applied a credit of $35.00 for the activation fee. The remaining balance is $33.67.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I feel like Great Call is taking advantage of the elderly. This is the group they are targeting with their advertising. Of course we used some time. You can't set up a phone with contacts, and learn how to operate the phone& not use some minutes. How else would you be able to determine if you could use it?
You can purchase a $40,000.00 car and return it in 3 days without a penalty.
My husband is in a nursing home with Advanced Dementia. I thought this Jitterbug phone was the answer. Sadly, it wasn't.
Re: *** on behalf of ***_ Account ***_ File
***
To Whom It May Concern:
On behalf of
GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent
Response, this letter is submitted in response to the above-referenced
complaint. Ms., an authorized contact on the account, is disputing the
bill.
We appreciate
the opportunity to respond Ms.’s additional comments.
As previously
stated, GreatCall applied a credit of $35.00 for the activation fee leaving a
final balance due of $33.67.
Per
GreatCall’s 30-day return policy, stated in our Terms and Conditions packaged
with each phone and can also be found on our webpage http://www.greatcall.com/legal/guarantee, for any reason within 30 days from
date of purchase, you are not completely satisfied with your phone or device,
we will refund the activation fee, the first month’s service charge, the cost
of the phone/device, plus applicable taxes, less the restocking fee, as long as
you do not exceed 30 minutes of talk time.
Due to
exceeding the usage requirements the current balance is valid.
Payments can
be made by check or money order and mailed to GreatCall Inc***.
We apologize
for any inconvenience this situation may have caused.
Best
Regards.
You can return a $40,000.00 car and not be charged mileage or anything else.
It took a while to transfer his contacts. Then call them to give them his new number because he got a new number.
I think Great Call is taking advantage of the elderly. Their advertising is targeted to the elderly. My husband was not able to use the phone. I returned it.
I think they are being totally unreasonable.
I purchased a Jitterbug phone on March 5, 2018 for my husband. He has advanced Dementia & he is in a nursing home. He was unable to use the phone due to his memory issues. I returned the phone to Best Buy in Waco on March 13, 2018. We did use the phone for two & a half hours trying to enter his contact information & notifying his contacts of his new number. He was not able to use the phone so I took it back. I was not given any instructions from Best Buy about any action I should take. I assumed that returning the phone would take care of it.
I received a bill from Great Call for$118.10. I immediately called and spoke to Evette immediately after receiving the 4/5/18 invoice. She said they would settle for $76.30. I said no way. I returned the phone. He was unable to use it.
Great Call has continued to send me bills.
Now It has been sent for collection.
I feel like their advertising was deceptive. The phone cost me $153.53. And the monthly charge is high.
They are now willing to settle for $68.67. That is $27.47 per hour. Totally outrageous.!!!
Re: *** on behalf of ***_ Account ***_ File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms., an authorized contact on the account, is disputing the bill.
We appreciate the opportunity to respond Ms.’s complaint and have completed an audit of Mr.’s GreatCall account.
Our records indicate the account was established on March 5, 2018 with the retail purchase of a Jitterbug Flip phone. At the time of activation, Mr. requested the $35.00 activation fee be added to the first month’s bill.
The first bill was generated on March 5, 2018 in the amount of $79.47 which included the monthly fee and activation fee.
The second bill was generated on April 5, 2018 in the amount of $38.63, bringing the total amount to $118.10.
On April 10, 2018, Ms. contacted our Customer Service to cancel Mr.’s account and we set the cancellation for the same day.
Ms. contacted our Financial Services on May 18, 2018 to say the phone was returned to the retail location and no further balance is due. We advised Ms. that 148 minutes were used and that exceeded the allotted amount under our 30-Day Return policy, therefore, Mr. is responsible for the first month’s bill. We applied a credit of $41.80 and the balance remaining was $68.67.
We contacted Ms. on July 10, 2018 regarding the remaining balance but we were unable to collect payment at the time.
Upon receipt of this complaint, as a courtesy, GreatCall applied a credit of $35.00 for the activation fee. The remaining balance is $33.67.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I feel like Great Call is taking advantage of the elderly. This is the group they are targeting with their advertising. Of course we used some time. You can't set up a phone with contacts, and learn how to operate the phone& not use some minutes. How else would you be able to determine if you could use it?
You can purchase a $40,000.00 car and return it in 3 days without a penalty.
My husband is in a nursing home with Advanced Dementia. I thought this Jitterbug phone was the answer. Sadly, it wasn't.
Re: *** on behalf of ***_ Account ***_ File
***
To Whom It May Concern:
On behalf of
GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent
Response, this letter is submitted in response to the above-referenced
complaint. Ms., an authorized contact on the account, is disputing the
bill.
We appreciate
the opportunity to respond Ms.’s additional comments.
As previously
stated, GreatCall applied a credit of $35.00 for the activation fee leaving a
final balance due of $33.67.
Per
GreatCall’s 30-day return policy, stated in our Terms and Conditions packaged
with each phone and can also be found on our webpage http://www.greatcall.com/legal/guarantee, for any reason within 30 days from
date of purchase, you are not completely satisfied with your phone or device,
we will refund the activation fee, the first month’s service charge, the cost
of the phone/device, plus applicable taxes, less the restocking fee, as long as
you do not exceed 30 minutes of talk time.
Due to
exceeding the usage requirements the current balance is valid.
Payments can
be made by check or money order and mailed to GreatCall Inc***.
We apologize
for any inconvenience this situation may have caused.
Best
Regards.
You can return a $40,000.00 car and not be charged mileage or anything else.
It took a while to transfer his contacts. Then call them to give them his new number because he got a new number.
I think Great Call is taking advantage of the elderly. Their advertising is targeted to the elderly. My husband was not able to use the phone. I returned it.
I think they are being totally unreasonable.
How in the world does GreatCall Company with more than 87% negative Revdex.com reviews rate an A+??? On the basis of Revdex.com's A+ rating, I ordered a Jitterbug flip phone for a disabled senior relative. Gigantic mistake. We both promptly learned that GreatCall is the most user-UNfriendly system with shockingly unprofessional customer service. This company deserves an F rating for the needless hassles, seemingly endless sneaky charges, and general massive stress of trying to do business with GreatCall. GreatCall takes dishonest advantage of seniors inexperienced with mobile phones. SAVE YOURSELF A LOT OF TROUBLE and don't deal with GreatCall. There has to be a more decent, more ethical business out there that serves customers with professionalism, honor and integrity.
Hi Lani, we are sorry that you were not completely satisfied with your GreatCall experience and we appreciate your feedback. At GreatCall, we to strive to provide a community of support for our products and services. GreatCall agents are required to advise of all fees and charges, prior to processing any payments. Please keep in mind we make every effort to record all calls for quality assurance and randomly select calls for review. In reviewing the account, we have determined that a refund for the first month of service can be issued because less than 30 minutes had been used. As such, we have applied the credit of the monthly service fee to your credit card and you should see it posted to your account in 3-5 business days. Additionally, you will receive a refund for the activation fee, less the $10.00 restocking fee, plus taxes.
How in the world does GreatCall Company with more than 87% negative Revdex.com reviews rate an A+??? On the basis of Revdex.com's A+ rating, I ordered a Jitterbug flip phone for a disabled senior relative. Gigantic mistake. We both promptly learned that GreatCall is the most user-UNfriendly system with shockingly unprofessional customer service. This company deserves an F rating for the needless hassles, seemingly endless sneaky charges, and general massive stress of trying to do business with GreatCall. GreatCall takes dishonest advantage of seniors inexperienced with mobile phones. SAVE YOURSELF A LOT OF TROUBLE and don't deal with GreatCall. There has to be a more decent, more ethical business out there that serves customers with professionalism, honor and integrity.
Hi Lani, we are sorry that you were not completely satisfied with your GreatCall experience and we appreciate your feedback. At GreatCall, we to strive to provide a community of support for our products and services. GreatCall agents are required to advise of all fees and charges, prior to processing any payments. Please keep in mind we make every effort to record all calls for quality assurance and randomly select calls for review. In reviewing the account, we have determined that a refund for the first month of service can be issued because less than 30 minutes had been used. As such, we have applied the credit of the monthly service fee to your credit card and you should see it posted to your account in 3-5 business days. Additionally, you will receive a refund for the activation fee, less the $10.00 restocking fee, plus taxes.
The device kept falling off the neck lanyard , then it fell off yesterday and I was not able to locate it. The plastic piece must have broken and it was not capable of doing the job.
I cancelled by subscription. No point in taking a new device with the same poor plastic connector.
Hi Frances, we are sorry to hear that you encountered an issue with the GreatCall Lively Mobile lanyard and we appreciate your feedback. The Lively Mobile can be worn around the neck, in a pocket or on a wristband (with most services). GreatCall products are protected with a one-year, manufacture warrant, a review of your account shows that a free replacement was offered, but declined. Additionally, we do see that you ordered the wristband, if you would like to try the Lively Mobile with your wristband, the free replacement offer is still available. To restore service, please give us a call, 1 800-733-6632.
I am a customer of their Jitterbug phone. The phone service drops calls and drops the Jitterbug menu. When you call customer service it even drops those calls. I becamed very frustrated during a family emergency with the phone when I could not even get a call through to their tech department. I wish I had reviewed their phone before buying.
I believe they prey on older people.
Shannon, we are sorry to hear you have encountered a problem with your Jitterbug Smart phone and we appreciate your feedback. The dropped calls issue you are describing, could be signal related. At the top right of your phone is the signal indicator, 4G next to a triangle. If the triangle is full, you have a good signal strength, half full would be fair and less would be poor. GreatCall service is based on the coverage in your area and even in a good coverage area, things such as weather, building materials, topography and other environmental considerations associated with radio technology also affect service and service may vary significantly within buildings. A review of your account show that you have exceeded your allotted monthly minutes and we encourage you to call customer service, 1 800-733-6632, between 5am and 8pm, Pacific Time, from another phone, so we can review your signal strength and usage.
The device kept falling off the neck lanyard , then it fell off yesterday and I was not able to locate it. The plastic piece must have broken and it was not capable of doing the job.
I cancelled by subscription. No point in taking a new device with the same poor plastic connector.
Hi Frances, we are sorry to hear that you encountered an issue with the GreatCall Lively Mobile lanyard and we appreciate your feedback. The Lively Mobile can be worn around the neck, in a pocket or on a wristband (with most services). GreatCall products are protected with a one-year, manufacture warrant, a review of your account shows that a free replacement was offered, but declined. Additionally, we do see that you ordered the wristband, if you would like to try the Lively Mobile with your wristband, the free replacement offer is still available. To restore service, please give us a call, 1 800-733-6632.
I am a customer of their Jitterbug phone. The phone service drops calls and drops the Jitterbug menu. When you call customer service it even drops those calls. I becamed very frustrated during a family emergency with the phone when I could not even get a call through to their tech department. I wish I had reviewed their phone before buying.
I believe they prey on older people.
Shannon, we are sorry to hear you have encountered a problem with your Jitterbug Smart phone and we appreciate your feedback. The dropped calls issue you are describing, could be signal related. At the top right of your phone is the signal indicator, 4G next to a triangle. If the triangle is full, you have a good signal strength, half full would be fair and less would be poor. GreatCall service is based on the coverage in your area and even in a good coverage area, things such as weather, building materials, topography and other environmental considerations associated with radio technology also affect service and service may vary significantly within buildings. A review of your account show that you have exceeded your allotted monthly minutes and we encourage you to call customer service, 1 800-733-6632, between 5am and 8pm, Pacific Time, from another phone, so we can review your signal strength and usage.
I purchased two medical devices for my parents. When I called to activate the devices, Rep #1 told me Device #1 was for my mom and Device #2 was for my dad, so I registered each device to my parents emails accordingly. Rep #2 helped me finish activation, and she informed me Rep #1 gave me incorrect information and the devices were switched. I spent an hour on Sunday with Rep #2 then another hour with Rep #3 today to try to clear this issue up to assign the correct device to the correct email and it is still not resolved. After three hours on the phone with four different reps trying to clear an issue that was solely the fault of Rep #1, I give up. It is clear the customer service team is not equipped to resolve this simple issue. If three separate representatives on the customer service team can't resolve this simple issue, can I trust them to handle an emergency situation with efficiency and resolve? No.
Rita, we are sorry to hear of your experience and appreciate your feedback. An email address is only used in setting up an online account to manage the personal profile for the user, since it is not used for any other purpose, it would not interfere with getting help to the user when needed, such as in the case of an emergency. A review of the account shows that the email issue was corrected and that the devices were activated and working properly. Please let us know if we can be of further assistance.
I purchased two medical devices for my parents. When I called to activate the devices, Rep #1 told me Device #1 was for my mom and Device #2 was for my dad, so I registered each device to my parents emails accordingly. Rep #2 helped me finish activation, and she informed me Rep #1 gave me incorrect information and the devices were switched. I spent an hour on Sunday with Rep #2 then another hour with Rep #3 today to try to clear this issue up to assign the correct device to the correct email and it is still not resolved. After three hours on the phone with four different reps trying to clear an issue that was solely the fault of Rep #1, I give up. It is clear the customer service team is not equipped to resolve this simple issue. If three separate representatives on the customer service team can't resolve this simple issue, can I trust them to handle an emergency situation with efficiency and resolve? No.
Rita, we are sorry to hear of your experience and appreciate your feedback. An email address is only used in setting up an online account to manage the personal profile for the user, since it is not used for any other purpose, it would not interfere with getting help to the user when needed, such as in the case of an emergency. A review of the account shows that the email issue was corrected and that the devices were activated and working properly. Please let us know if we can be of further assistance.
I have spoken with 6 reps since inception of service; 3 were very polite but gave me incorrect info e.g. 'does the Flip phone have an alarm feature?' "Yes let's pull up the tech data a show you...ooopps - No it does not have an alarm feature, but you can setup an alarm for 2 to 4 times a day and have a Service Rep call you...with each call expensed on your bill"
Three reps were surly, rude, impolite and wanted to strong arm me into services I did not want.
The Jitterbug Flip is an absolute piece of junk..typically it rings after the caller has hung up; it has varying battery life, takes forever to electronically come on-line from its resting "on" position; coming from "off" is always a new experience.
I started out shopping for a different phone & service yesterday and will continue until I replace this arrogant & useless company and its hardware.
Hello Wayne, we are sorry that you are not completely satisfied with your Jitterbug product and service. At GreatCall we strive to provide the best possible Customer Service available and a community of support for our products and services. Our award-winning U.S.-based customer service team stands ready to assist you. From technical support professionals to customer service representatives, we are ready to help any subscriber that encounters an issue and we encourage them to contact us immediately for assistance, 1 800-733-6632. A review of your account shows that the last communication we had with you was an email on 2/20/18, saying you were dissatisfied, but you did not specify the issue. The issues you are describing, not ringing and a delay in response, may be signal related. Service is based on the coverage in your area and even in a good coverage area, things such as weather, building materials, topography and other environmental considerations associated with radio technology also affect service and service may vary significantly within buildings. To check your signal strength, please scroll to Phone Info and press yes, you will then see the battery strength and the signal. If your signal is fair or poor, the phone may not pick up the incoming call, additionally, your battery will deplete faster and require more charging. Charging usually takes 90 minutes and when charging with the USB cord, not with the cradle, you can use your phone while it is charging. Please give us a call, 1 800-733-6632, from another phone and we will be happy to assist you. We apologize for any inconvenience this may have caused.
I have spoken with 6 reps since inception of service; 3 were very polite but gave me incorrect info e.g. 'does the Flip phone have an alarm feature?' "Yes let's pull up the tech data a show you...ooopps - No it does not have an alarm feature, but you can setup an alarm for 2 to 4 times a day and have a Service Rep call you...with each call expensed on your bill"
Three reps were surly, rude, impolite and wanted to strong arm me into services I did not want.
The Jitterbug Flip is an absolute piece of junk..typically it rings after the caller has hung up; it has varying battery life, takes forever to electronically come on-line from its resting "on" position; coming from "off" is always a new experience.
I started out shopping for a different phone & service yesterday and will continue until I replace this arrogant & useless company and its hardware.
Hello Wayne, we are sorry that you are not completely satisfied with your Jitterbug product and service. At GreatCall we strive to provide the best possible Customer Service available and a community of support for our products and services. Our award-winning U.S.-based customer service team stands ready to assist you. From technical support professionals to customer service representatives, we are ready to help any subscriber that encounters an issue and we encourage them to contact us immediately for assistance, 1 800-733-6632. A review of your account shows that the last communication we had with you was an email on 2/20/18, saying you were dissatisfied, but you did not specify the issue. The issues you are describing, not ringing and a delay in response, may be signal related. Service is based on the coverage in your area and even in a good coverage area, things such as weather, building materials, topography and other environmental considerations associated with radio technology also affect service and service may vary significantly within buildings. To check your signal strength, please scroll to Phone Info and press yes, you will then see the battery strength and the signal. If your signal is fair or poor, the phone may not pick up the incoming call, additionally, your battery will deplete faster and require more charging. Charging usually takes 90 minutes and when charging with the USB cord, not with the cradle, you can use your phone while it is charging. Please give us a call, 1 800-733-6632, from another phone and we will be happy to assist you. We apologize for any inconvenience this may have caused.