Great Call Reviews (%countItem)
Great Call Rating
Address: PO Box 4428, Carlsbad, California, United States, 92018-4428
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My sister bought dad an updated Jitterbug Flip phone. She was on hold waiting for CS for over 30 mins yesterday. Phone activated (or so we thought). This morning the phone is not working. I was holding for 25 mins. Tried to find answers on the website. Called another phone #, got someone right away. But she could not help me, transferred me back to CS and so I wait, wait, wait. Horrible! How does some poor 80 year old deal with this? I would like to give less than one star for a rating!
My sister bought dad an updated Jitterbug Flip phone. She was on hold waiting for CS for over 30 mins yesterday. Phone activated (or so we thought). This morning the phone is not working. I was holding for 25 mins. Tried to find answers on the website. Called another phone #, got someone right away. But she could not help me, transferred me back to CS and so I wait, wait, wait. Horrible! How does some poor 80 year old deal with this? I would like to give less than one star for a rating!
when I activated my phone it could not get a good signal.jitterbug s tech.tried to fix the problem but the bad signal did not get much better .I told great call that I was returning their phone.great call told me even though the phone is junk I would have to pay a $10.00 restocking fee and the $9.32 mailing fee.iam a74 year old army vet. living on a fixed income.
Re: *** Account *** Complaint # ***
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 to this complaint.
Because Mr. did not have adequate wireless coverage at his service address, he experienced issues with the call quality on his GreatCall cell phones. As such, he has been approved for a full refund of his original order. Mr. should return his GreatCall cell phone and all original components in like-new condition to the address provided below.
GreatCall Returns Center
RA# ***
2000 USG Drive
Libertyville, IL 60048
Refunds are issued in the same manner that the order was originally placed within 15 business days of the phone being received and evaluated in our warehouse.
We apologize for any inconvenience this situation may have caused.
Best Regards.
when I activated my phone it could not get a good signal.jitterbug s tech.tried to fix the problem but the bad signal did not get much better .I told great call that I was returning their phone.great call told me even though the phone is junk I would have to pay a $10.00 restocking fee and the $9.32 mailing fee.iam a74 year old army vet. living on a fixed income.
Re: *** Account *** Complaint # ***
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 to this complaint.
Because Mr. did not have adequate wireless coverage at his service address, he experienced issues with the call quality on his GreatCall cell phones. As such, he has been approved for a full refund of his original order. Mr. should return his GreatCall cell phone and all original components in like-new condition to the address provided below.
GreatCall Returns Center
RA# ***
2000 USG Drive
Libertyville, IL 60048
Refunds are issued in the same manner that the order was originally placed within 15 business days of the phone being received and evaluated in our warehouse.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I have never worked with a worst company. You can't get through to anyone and when you do they hang up on you. It is a disgrace and anyone who choses to sign up with them especially the elderly, will regret it. I give it lower than any negative review. I just want to get away from them and although I signed up six years ago this has turned into a disaster.
We're sorry to hear about your experience and we'd love to try and work things out with a long time customer. Please follow up with us by phone at 1-800-733-6632 or email us at [email protected] and let us know what we can do to help.
I have never worked with a worst company. You can't get through to anyone and when you do they hang up on you. It is a disgrace and anyone who choses to sign up with them especially the elderly, will regret it. I give it lower than any negative review. I just want to get away from them and although I signed up six years ago this has turned into a disaster.
We're sorry to hear about your experience and we'd love to try and work things out with a long time customer. Please follow up with us by phone at 1-800-733-6632 or email us at [email protected] and let us know what we can do to help.
Inability to cancel account, since 1st call to them on Aug 21, 2017. They offer no way to cancel online (that I can locate on my online account), phone calls are either not answered after very, very extended wait times - or are disconnected or 'lost' in transfers or agents who pretend they cannot hear you. Calls to cancel were made on Aug 21, 25, Sept 25 (14 total), and only one call were an agent's name was recorded. I spent 1 hour and 11 minutes on the phone today - first 6 calls were disconnected right away. The last, more than 50 minutes on hold, transferred, and of course...hung up on again. Lisa was today's agent.
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. Mr. Ronald *** wishes to cancel his account.We appreciate the opportunity to respond to Mr. complaint and have completed an audit of his GreatCall account. On 11/24/2012, Mr. account is established with the online activation of a GreatCall 5Star safety device. On 12/06/2016, Mr. merged the two accounts he had with GreatCall by moving a Jitterbug Flip cell phone to the safety device account. On 7/11/2017, Mr. called to see if he could use call forwarding with his Jitterbug Flip cell phone. Our agent advised that the Flip phone does not support that option.8/21/17, Mr. called to inquire about his account number and password. He stated that he was porting out his cell phone number to another carry, but he wanted to keep the safety device. We advised of the proper information. Mr. called again as the port was rejected by GreatCall. We checked the status and it was due to an incorrect zip code that was given by the new carrier. Late this day the port out completed and the cell phone line of service was disconnected. The safety device remained active and the account remained open per Mr. request.GreatCall does not have a record of any calls after 8/21/2017 and we are sorry to hear that Mr. was not able to connect with us. On 9/25/2017, GreatCall experienced a system outage that caused some calls to either be dropped or there was no audio.Mr. GreatCall account has been cancelled as of 9/26/2017, the monthly service fee of $25.20 that processed on 9/25/2017, has been credited back to his credit card and should post in 3-5 business days, depending on his credit card company. For questions regarding the account or billing, Mr. can call Customer Service, 1 800-733-6632, Monday – Saturday between the hours of 6am and 7pm Pacific Time. We apologize for any inconvenience this situation may have caused.Best Regards.
Inability to cancel account, since 1st call to them on Aug 21, 2017. They offer no way to cancel online (that I can locate on my online account), phone calls are either not answered after very, very extended wait times - or are disconnected or 'lost' in transfers or agents who pretend they cannot hear you. Calls to cancel were made on Aug 21, 25, Sept 25 (14 total), and only one call were an agent's name was recorded. I spent 1 hour and 11 minutes on the phone today - first 6 calls were disconnected right away. The last, more than 50 minutes on hold, transferred, and of course...hung up on again. Lisa was today's agent.
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. Mr. Ronald *** wishes to cancel his account.We appreciate the opportunity to respond to Mr. complaint and have completed an audit of his GreatCall account. On 11/24/2012, Mr. account is established with the online activation of a GreatCall 5Star safety device. On 12/06/2016, Mr. merged the two accounts he had with GreatCall by moving a Jitterbug Flip cell phone to the safety device account. On 7/11/2017, Mr. called to see if he could use call forwarding with his Jitterbug Flip cell phone. Our agent advised that the Flip phone does not support that option.8/21/17, Mr. called to inquire about his account number and password. He stated that he was porting out his cell phone number to another carry, but he wanted to keep the safety device. We advised of the proper information. Mr. called again as the port was rejected by GreatCall. We checked the status and it was due to an incorrect zip code that was given by the new carrier. Late this day the port out completed and the cell phone line of service was disconnected. The safety device remained active and the account remained open per Mr. request.GreatCall does not have a record of any calls after 8/21/2017 and we are sorry to hear that Mr. was not able to connect with us. On 9/25/2017, GreatCall experienced a system outage that caused some calls to either be dropped or there was no audio.Mr. GreatCall account has been cancelled as of 9/26/2017, the monthly service fee of $25.20 that processed on 9/25/2017, has been credited back to his credit card and should post in 3-5 business days, depending on his credit card company. For questions regarding the account or billing, Mr. can call Customer Service, 1 800-733-6632, Monday – Saturday between the hours of 6am and 7pm Pacific Time. We apologize for any inconvenience this situation may have caused.Best Regards.
I cancelled this service as I purchased it for my 87 year old mom. She didn't want the service.
I explained the situation and asked to cancel future service. We never activated our device.
Great Call continued to charge my bank card. I called again, sent request through the mail and they are still trying to get money from me.
Re: *** 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. has an issue with billing.We appreciate the opportunity to respond to Ms. Ms.’ complaint and have completed an audit of her GreatCall account. On 4/18/17, Ms.’ account was established with the activation of a retail purchased Jitterbug Smart phone. Ms. paid $64.24 for the $35.00 activation fee and $19.99 for a case for the phone, plus applicable with a *** ending in 1217.On 5/5/2017, Ms. called regarding her account, she wanted to know the phone number of the phone, to give her parents information for the 5Star service and to set up automatic payments. We provided the phone number, explained that she needed to register at mygreatcall.com to set up the profile, added her Visa ending in ***, for recurring billing, advised of the bill cycle date and processed a one-time payment of $40.75 for the current amount that was due.On 5/12/17, the *** ending in 1217 was added online and set up for recurring billing.GreatCall received a charge back from *** in the amount of $64.24 and these funds were immediately returned to Ms.. Since Ms. had not call GreatCall to cancel the account and this was a valid charge, on 5/18/17, the amount was added to the account. On 5/20/17, the monthly service invoice generated for $40.86, combined with $64.24, the total due was $105.10 and the automatic payment for this invoice processed on 5/22/17.The next two months of service for $40.75 and $40.71, generated and both payments processed to the credit card on file. GreatCall received two charge backs from ***, $40.75 and $40.71 and the funds were immediately returned to Ms.. These charges were for service from 5/20/17-6/20/17 and 6/20/17-7/20/17 and were added to the account as an amount due to GreatCall. On 8/23/17, GreatCall sent an email to the address on file that the most recent payment had not processed. We received a response email from Ms. stating that she had repeatedly advised GreatCall that she doesn’t want the service and to stop billing her. On 8/24/17, we attempted to reach Ms. via the phone number on file, but were not able to connect with her and sent a reply that do to privacy and security, she needed to call Customer Service to cancel the account. On 9/17 and 9/21/2017, GreatCall sent two automated account notifications to Ms. and on both attempts, the calls were disconnected. On 9/25/17, Ms. called GreatCall Financial Service, however, we were experiencing a system error that affect our telephones and her call was dropped. Per GreatCall’s Customer Agreement, as stated in the user guide packaged with the phone and which can be found at https://www.greatcall.com/legal/terms-of-use, If for any reason you are not completely satisfied with your service and you wish to cancel, you’ll be able to do so, to cancel your service, please contact our Customer Service Department at 1-800-733-6632 between 6 am – 7 pm PST, Mon – Sat.The only record that GreatCall has received to cancel the account was the email received on 8/23/17. We have canceled the account and removed the current balance as we show there has been no usage. GreatCall does not report to any credit reporting agency.We apologize for any inconvenience this situation may have caused.Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I reject the audit of my account. I made numerous attempts and was forced to have my credit card company step in to claw back payments made after several attempts to stop this service. I have attach a screenshot of an email sent to me today. Again Great Call is demanding payment.
Regards
Re: *** 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. has an issue with billing.
As previously stated, Ms.’ account was closed on 10/2/2017, the balance has been removed and the account is at a zero balance. The email was system generated and can be disregarded. Ms. will receive a final statement showing the zero balance.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I cancelled this service as I purchased it for my 87 year old mom. She didn't want the service.
I explained the situation and asked to cancel future service. We never activated our device.
Great Call continued to charge my bank card. I called again, sent request through the mail and they are still trying to get money from me.
Re: *** 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. has an issue with billing.We appreciate the opportunity to respond to Ms. Ms.’ complaint and have completed an audit of her GreatCall account. On 4/18/17, Ms.’ account was established with the activation of a retail purchased Jitterbug Smart phone. Ms. paid $64.24 for the $35.00 activation fee and $19.99 for a case for the phone, plus applicable with a *** ending in 1217.On 5/5/2017, Ms. called regarding her account, she wanted to know the phone number of the phone, to give her parents information for the 5Star service and to set up automatic payments. We provided the phone number, explained that she needed to register at mygreatcall.com to set up the profile, added her Visa ending in ***, for recurring billing, advised of the bill cycle date and processed a one-time payment of $40.75 for the current amount that was due.On 5/12/17, the *** ending in 1217 was added online and set up for recurring billing.GreatCall received a charge back from *** in the amount of $64.24 and these funds were immediately returned to Ms.. Since Ms. had not call GreatCall to cancel the account and this was a valid charge, on 5/18/17, the amount was added to the account. On 5/20/17, the monthly service invoice generated for $40.86, combined with $64.24, the total due was $105.10 and the automatic payment for this invoice processed on 5/22/17.The next two months of service for $40.75 and $40.71, generated and both payments processed to the credit card on file. GreatCall received two charge backs from ***, $40.75 and $40.71 and the funds were immediately returned to Ms.. These charges were for service from 5/20/17-6/20/17 and 6/20/17-7/20/17 and were added to the account as an amount due to GreatCall. On 8/23/17, GreatCall sent an email to the address on file that the most recent payment had not processed. We received a response email from Ms. stating that she had repeatedly advised GreatCall that she doesn’t want the service and to stop billing her. On 8/24/17, we attempted to reach Ms. via the phone number on file, but were not able to connect with her and sent a reply that do to privacy and security, she needed to call Customer Service to cancel the account. On 9/17 and 9/21/2017, GreatCall sent two automated account notifications to Ms. and on both attempts, the calls were disconnected. On 9/25/17, Ms. called GreatCall Financial Service, however, we were experiencing a system error that affect our telephones and her call was dropped. Per GreatCall’s Customer Agreement, as stated in the user guide packaged with the phone and which can be found at https://www.greatcall.com/legal/terms-of-use, If for any reason you are not completely satisfied with your service and you wish to cancel, you’ll be able to do so, to cancel your service, please contact our Customer Service Department at 1-800-733-6632 between 6 am – 7 pm PST, Mon – Sat.The only record that GreatCall has received to cancel the account was the email received on 8/23/17. We have canceled the account and removed the current balance as we show there has been no usage. GreatCall does not report to any credit reporting agency.We apologize for any inconvenience this situation may have caused.Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I reject the audit of my account. I made numerous attempts and was forced to have my credit card company step in to claw back payments made after several attempts to stop this service. I have attach a screenshot of an email sent to me today. Again Great Call is demanding payment.
Regards
Re: *** 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. has an issue with billing.
As previously stated, Ms.’ account was closed on 10/2/2017, the balance has been removed and the account is at a zero balance. The email was system generated and can be disregarded. Ms. will receive a final statement showing the zero balance.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Worst customer service EVER. I bought a phone for my mother, who lives with me, I set up the account online, I own the email address linked to it and I pay the bill! They sent an offer for a new phone to MY email, this could not be accepted via the email or account page. I had to call for the offer. I was on hold for 20 mins, the rep said hello and HUNG UP! I called back; 15 more minutes ON HOLD, explained the situation, my mother lives WITH ME, I handle all of her affairs and this woman would NOT discuss the phone offer with me! I gave her all the info and had the cell phone by me, she demanded I mail my "power of attorney" to them!
Are you serious??!!! I woke my mother and she told the CS rep 3 times I was authorized- NOT good enough! My mom had to give her a ton of info and get a text (a feature my mom does NOT know how to use) so we had to read the pin to her-
By then I had enough! ENOUGH! This is a pathetic excuse for customer service! I will be cancelling Great Call and putting my mom on my Verizon plan. (I used GC for mom for 4 years, never EVER had to contact them before) this is inexcusable!
I have no clue why AARP would associate their name with this company! It's AWFUL.
we are sorry to hear of your recent experience and we appreciate your feedback. GreatCall strives to provide the highest level of Customer Service available. All calls are answered in the order they are received and although hold times vary, most calls are answered within a few minutes. To protect our Customer’s proprietary information and for privacy and security, GreatCall verifies all accounts with the account holder. Since the account was set up online, a password was not established on the account and only your mother is listed. To add an authorized user, or to change information on the account, a pin/password is required and needs to be established. A pin number can be sent, via text messaging, to the cell phone for immediate access or you can request a pin to be sent to the email on file and once received, you can call, with your mother and the changes can be made. GreatCall’s Customer Service, 1 800-733-6632, is available, Monday – Saturday, from 6am to 7pm, Pacific Time.
So GC gets to respond before my review even goes live? Really... That's interesting indeed...
Thanks for the canned reply but it it's severely inadequate! I told the CS agent I had the phone- I have the CC that pays the bill and that wasn't good enough. I requested a supervisor and the CS agent was snide, condescending and told me: "fine but you'll have to wait on hold AGAIN". That is not acceptable. My mother's authorization should have been enough- the BANK & Insurance companies ALL accept verbal authorization. Mom doesn't even know ANY details of this account- the entire process is preposterous! The agent could have sent me a text on the phone- instead she argued, was rude and handled the entire thing in the worst way possible. I've contacted AARP and have informed them how poorly this was handled. I cannot believe you expect senior citizens, often handicapped or disabled to deal with such abysmal service!
Worst customer service EVER. I bought a phone for my mother, who lives with me, I set up the account online, I own the email address linked to it and I pay the bill! They sent an offer for a new phone to MY email, this could not be accepted via the email or account page. I had to call for the offer. I was on hold for 20 mins, the rep said hello and HUNG UP! I called back; 15 more minutes ON HOLD, explained the situation, my mother lives WITH ME, I handle all of her affairs and this woman would NOT discuss the phone offer with me! I gave her all the info and had the cell phone by me, she demanded I mail my "power of attorney" to them!
Are you serious??!!! I woke my mother and she told the CS rep 3 times I was authorized- NOT good enough! My mom had to give her a ton of info and get a text (a feature my mom does NOT know how to use) so we had to read the pin to her-
By then I had enough! ENOUGH! This is a pathetic excuse for customer service! I will be cancelling Great Call and putting my mom on my Verizon plan. (I used GC for mom for 4 years, never EVER had to contact them before) this is inexcusable!
I have no clue why AARP would associate their name with this company! It's AWFUL.
we are sorry to hear of your recent experience and we appreciate your feedback. GreatCall strives to provide the highest level of Customer Service available. All calls are answered in the order they are received and although hold times vary, most calls are answered within a few minutes. To protect our Customer’s proprietary information and for privacy and security, GreatCall verifies all accounts with the account holder. Since the account was set up online, a password was not established on the account and only your mother is listed. To add an authorized user, or to change information on the account, a pin/password is required and needs to be established. A pin number can be sent, via text messaging, to the cell phone for immediate access or you can request a pin to be sent to the email on file and once received, you can call, with your mother and the changes can be made. GreatCall’s Customer Service, 1 800-733-6632, is available, Monday – Saturday, from 6am to 7pm, Pacific Time.
So GC gets to respond before my review even goes live? Really... That's interesting indeed...
Thanks for the canned reply but it it's severely inadequate! I told the CS agent I had the phone- I have the CC that pays the bill and that wasn't good enough. I requested a supervisor and the CS agent was snide, condescending and told me: "fine but you'll have to wait on hold AGAIN". That is not acceptable. My mother's authorization should have been enough- the BANK & Insurance companies ALL accept verbal authorization. Mom doesn't even know ANY details of this account- the entire process is preposterous! The agent could have sent me a text on the phone- instead she argued, was rude and handled the entire thing in the worst way possible. I've contacted AARP and have informed them how poorly this was handled. I cannot believe you expect senior citizens, often handicapped or disabled to deal with such abysmal service!
In early April of 2017 I called to request info about emergency assistance/medical alert services. I wanted more details about the range of services & costs for each, before making a purchase. The rep I spoke with told me my credit card (cc) details were needed before a "start-up kit" could be sent out, but that I could return it, for a full refund, if I decided not to use the services, so I agreed. Upon receipt of the package, I reviewed an enclosed questionnaire that made it clear the services were not a good fit for me. I then began the arduous task of trying to return everything, as the only address I had was the “shipped from” address. Nowhere on/or in the package was a return address provided. It took me weeks and MANY phone calls before I reached someone who could provide me with the correct return address. I then shipped everything back, insured, as instructed. When I got my April (cc) bill I had 3 charges from Greatcall.com (04/02 $103.36, 04/10 $40.71 & on 05/11 $24.25). I was not overly concerned, due to the delay in getting everything returned, I figured the refunds would be on my next (cc) bill. I became concerned when my May (cc) bill came, but it still showed no refunds from Greatcall. Again, after MANY calls to customer service, I eventually spoke to someone who was able to confirm receipt of my return package. This person told me it could take up to 30 days for a refund to be issued. At this point, in early June, I decided to dispute the charges with my (cc) company as unauthorized. All charges are now permanently reversed off of my card, without protest from Greatcall. I thought things were settled, but in late July, I received a letter (dated 07/27) stating I was delinquent on my acct *** by $89.96, and my services were being suspended until the balance was paid in full. What services, what account? I have never received a bill stating what the charges are for, but last week I got a letter threatening collections actions.
Re: ***_ Account *** Complaint # ***
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 to Ms.’s complaint and have completed a review of her GreatCall account.
Our records show that Ms. established her GreatCall account on April 2, 2017, with the direct purchase of a Lively Mobile device.
On May 30, 2017, GreatCall received the order returned by mail and Ms.’s account was closed. Subsequently, on June 9, 2017, credit card chargebacks for the initial order and first month of service were received.
Because Ms. did not contact our Customer Service by phone within the first thirty days to cancel service and obtain a Return Authorization Number as outlined in the Terms and Conditions packaged with the device, the chargebacks caused her to be rebilled for the Service Activation Fee, Shipping Charges and applicable taxes from the initial order and for the first monthly billing charges.
Nonetheless, as a one-time courtesy, the billed balance has been waived and any notice printed prior to this update can be disregarded. Ms. is reminded of the importance of notifying a business prior to returning items to end service.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards
Great call will only refund the monthly service fee of 21.31 and said that they will not refund the 80.00 the cost of the flip top phone as first agreed by the management. I purchased two smartphones and two flip tops from best buy, all returned because after charging them they would not turn on. The company said this was called black screen and asked if I would like to try again with a fifth one? They mailed me a flip top and
that phone did the same thing, it wouldn't turn on. I spoke with a manager of the company, he said to mail the phone back to them. Mailed it back to
them which cost me 10.00. After not getting a check back I called them today to find out why and they told me that they got the phone back and
they didn't plan on giving me a refund for the purchase of the phone nor did they care if I reported it to Revdex.com.org. So now I am out 80.00 plus 10.00 shipping fee.
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. *** is seeking a refund.
We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of her GreatCall account.
Our records show that on April 28, 2017, Ms. activated a retail purchased Jitterbug Smart phone.
On May 8, 2017, Ms. called to advise that she exchanged the Smart phone at the retail store for a Jitterbug Flip phone and she needs to activate it. We processed a swap order of the line of service to the Flip phone and the phone was activated.
On May 25, 2017, Ms. called to inquire about the coverage in her area. She stated that the area is heavily wooded and she was experiencing static and dropped calls. Our agent checked the coverage area and our information showed that it was good, however, things such as topography can interfere with the signal.
On July 28, 2017, Mr. *** called to troubleshoot the phone as it would not charge. Troubleshooting was performed and a warranty replacement was sent. The phone was delivered and activated on August 2, 2017
On August 7, 2017, Ms. called and stated that the four phones she had, had no coverage and she wanted to return the current phone for a refund. We advised that we could cancel the account and refund the last month’s service fee, however, due to usage and being beyond the 30-day return policy, there would be no refund for the cost of the phone, but that we would refund the most recent monthly service fee, she understood and the refund was processed. Ms. called a few hours later from the retail store where she purchased the phone and they told her that GreatCall would need to process the refund. She said that she has had two Smart phones and three Flips and that none of them have worked. Our agent reviewed and stated that the issue is with coverage. Ms., she insisted that the phones were defective and asked that we speak with her son ***. Our agent review with ***, offered a replacement, this was declined and then conferred with leadership. The agent then advised that we would refund the cost of the phone, once it was returned to GreatCall and the return address information was given.
The phone was received at GreatCall’s returns center, but it was not reported to Financial Service and the refund was not processed.
Our records show that with the three phones that were active on the account, 852 minutes were used. Based on Ms.’s statement that she lived in a heavily wooded area, her issue may have been the signal strength.
Although GreatCall believes there were no defects in the phones, we have processed a check refund order in the amount of $80.99, to be mailed to the billing address on file on October 2, 2017. The refund amount was determined by the cost of the Jitterbug Flip at the time of purchase from Best Buy, $74.99 and applicable taxes.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Great call will only refund the monthly service fee of 21.31 and said that they will not refund the 80.00 the cost of the flip top phone as first agreed by the management. I purchased two smartphones and two flip tops from best buy, all returned because after charging them they would not turn on. The company said this was called black screen and asked if I would like to try again with a fifth one? They mailed me a flip top and
that phone did the same thing, it wouldn't turn on. I spoke with a manager of the company, he said to mail the phone back to them. Mailed it back to
them which cost me 10.00. After not getting a check back I called them today to find out why and they told me that they got the phone back and
they didn't plan on giving me a refund for the purchase of the phone nor did they care if I reported it to Revdex.com.org. So now I am out 80.00 plus 10.00 shipping fee.
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. *** is seeking a refund.
We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of her GreatCall account.
Our records show that on April 28, 2017, Ms. activated a retail purchased Jitterbug Smart phone.
On May 8, 2017, Ms. called to advise that she exchanged the Smart phone at the retail store for a Jitterbug Flip phone and she needs to activate it. We processed a swap order of the line of service to the Flip phone and the phone was activated.
On May 25, 2017, Ms. called to inquire about the coverage in her area. She stated that the area is heavily wooded and she was experiencing static and dropped calls. Our agent checked the coverage area and our information showed that it was good, however, things such as topography can interfere with the signal.
On July 28, 2017, Mr. *** called to troubleshoot the phone as it would not charge. Troubleshooting was performed and a warranty replacement was sent. The phone was delivered and activated on August 2, 2017
On August 7, 2017, Ms. called and stated that the four phones she had, had no coverage and she wanted to return the current phone for a refund. We advised that we could cancel the account and refund the last month’s service fee, however, due to usage and being beyond the 30-day return policy, there would be no refund for the cost of the phone, but that we would refund the most recent monthly service fee, she understood and the refund was processed. Ms. called a few hours later from the retail store where she purchased the phone and they told her that GreatCall would need to process the refund. She said that she has had two Smart phones and three Flips and that none of them have worked. Our agent reviewed and stated that the issue is with coverage. Ms., she insisted that the phones were defective and asked that we speak with her son ***. Our agent review with ***, offered a replacement, this was declined and then conferred with leadership. The agent then advised that we would refund the cost of the phone, once it was returned to GreatCall and the return address information was given.
The phone was received at GreatCall’s returns center, but it was not reported to Financial Service and the refund was not processed.
Our records show that with the three phones that were active on the account, 852 minutes were used. Based on Ms.’s statement that she lived in a heavily wooded area, her issue may have been the signal strength.
Although GreatCall believes there were no defects in the phones, we have processed a check refund order in the amount of $80.99, to be mailed to the billing address on file on October 2, 2017. The refund amount was determined by the cost of the Jitterbug Flip at the time of purchase from Best Buy, $74.99 and applicable taxes.
We apologize for any inconvenience this situation may have caused.
Best Regards.
In early April of 2017 I called to request info about emergency assistance/medical alert services. I wanted more details about the range of services & costs for each, before making a purchase. The rep I spoke with told me my credit card (cc) details were needed before a "start-up kit" could be sent out, but that I could return it, for a full refund, if I decided not to use the services, so I agreed. Upon receipt of the package, I reviewed an enclosed questionnaire that made it clear the services were not a good fit for me. I then began the arduous task of trying to return everything, as the only address I had was the “shipped from” address. Nowhere on/or in the package was a return address provided. It took me weeks and MANY phone calls before I reached someone who could provide me with the correct return address. I then shipped everything back, insured, as instructed. When I got my April (cc) bill I had 3 charges from Greatcall.com (04/02 $103.36, 04/10 $40.71 & on 05/11 $24.25). I was not overly concerned, due to the delay in getting everything returned, I figured the refunds would be on my next (cc) bill. I became concerned when my May (cc) bill came, but it still showed no refunds from Greatcall. Again, after MANY calls to customer service, I eventually spoke to someone who was able to confirm receipt of my return package. This person told me it could take up to 30 days for a refund to be issued. At this point, in early June, I decided to dispute the charges with my (cc) company as unauthorized. All charges are now permanently reversed off of my card, without protest from Greatcall. I thought things were settled, but in late July, I received a letter (dated 07/27) stating I was delinquent on my acct *** by $89.96, and my services were being suspended until the balance was paid in full. What services, what account? I have never received a bill stating what the charges are for, but last week I got a letter threatening collections actions.
Re: ***_ Account *** Complaint # ***
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 to Ms.’s complaint and have completed a review of her GreatCall account.
Our records show that Ms. established her GreatCall account on April 2, 2017, with the direct purchase of a Lively Mobile device.
On May 30, 2017, GreatCall received the order returned by mail and Ms.’s account was closed. Subsequently, on June 9, 2017, credit card chargebacks for the initial order and first month of service were received.
Because Ms. did not contact our Customer Service by phone within the first thirty days to cancel service and obtain a Return Authorization Number as outlined in the Terms and Conditions packaged with the device, the chargebacks caused her to be rebilled for the Service Activation Fee, Shipping Charges and applicable taxes from the initial order and for the first monthly billing charges.
Nonetheless, as a one-time courtesy, the billed balance has been waived and any notice printed prior to this update can be disregarded. Ms. is reminded of the importance of notifying a business prior to returning items to end service.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards
Order Number: *** I had a bad experience with the customer service department on two consecutive occasions. The first one involved deceptive marketing practices. The second one involved a manager that was dishonest about refund amount I would receive on a Returned Item.
Ultimately, I think she told me what I wanted to hear to get me off the phone.
It was not a large amount of money in dispute. I just disagreed in principle. I do not believe they should be able to take out a "Restocking" fee that was not originally discussed. The second phone call escalated to management. She refused to return the fee even after I explained it was not originally mentioned. After going in what seemed to be endless circles, she finally conceded. She said that she arranged a full refund.
Today, I received a refund on my credit card. Of course, it was minus the "Restocking Fee'. This may be a small thing to some. But I really dislike dishonesty. Especially from a company that promotes they "care" about their customers.
I will never do business with Great Call again. I will never recommend it to family or friends. I will go out of my way to let others no about my bad experience.
Order Number: *** I had a bad experience with the customer service department on two consecutive occasions. The first one involved deceptive marketing practices. The second one involved a manager that was dishonest about refund amount I would receive on a Returned Item.
Ultimately, I think she told me what I wanted to hear to get me off the phone.
It was not a large amount of money in dispute. I just disagreed in principle. I do not believe they should be able to take out a "Restocking" fee that was not originally discussed. The second phone call escalated to management. She refused to return the fee even after I explained it was not originally mentioned. After going in what seemed to be endless circles, she finally conceded. She said that she arranged a full refund.
Today, I received a refund on my credit card. Of course, it was minus the "Restocking Fee'. This may be a small thing to some. But I really dislike dishonesty. Especially from a company that promotes they "care" about their customers.
I will never do business with Great Call again. I will never recommend it to family or friends. I will go out of my way to let others no about my bad experience.
This company is a disgrace. It claims to be a "partner" in health care for older people. My mother passed away 3 months ago and I just obtained access to her recurring credit card charges. When I contacted Great Call to cancel her account and refund the charges since she died in June, they refused to refund anything but the last month. Their reason? Because they "had to pay almost as much as she did" to another service company for "wireless access." IT is truly shameful. The young man who answered my phone call said, "Hey, I'm not even asking you for any proof, I'm taking you at your word that she died, so the best I can do is refund one month." This is the ONLY business that has responded in this fashion.
I have purchased the phone and the service from GREATCALL (Account number; ***) about 2 years ago (not Sure) exactly when. During this time I had problem with their phone. It would just dial on its own thus charging minutes from my monthly subscription. I did complaint several times and one time I was given adjustment. I continued to have same problem and decided to cancel the service which I did on May 9, 2017. I was current with my bill at the time of cancellation. Then I received additional a subsequent charges of $92.50 for minutes over-usage. I called the company several time and last being on July 25, 2017 where the agent Ms *** told me that she would forward the account to internal collection for review and adjustment. Nothing happened. I received another bill dated Aug 10, 2017 indicated 'FINAL BILL' for $92.50.This is where Revdex.com comes in.
Re: ***_ Account *** Complaint # ***
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 to Mr. complaint.
A review of Mr. account shows that the closing balance of $92.50, incurred for exceeding the talk-time limit of the monthly service plan selected, has been determined to be due and payable.
A detailed usage report for all phone calls made and received to and from Mr. Jitterbug Touch3 smartphone during the billing period of April 11, 2017 and May 10, 2017, during which the above referenced overages were incurred, will be mailed to the billing address on record for his review.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[The company is not recognizing the fact that their phone is not secured from sensativity whereby it dials on its own - I did NOT make those calls and did NOT generate overcharges. I will NOT pay those charges.]
Regards
Re: ***_ Account ***_Revdex.com Complaint # ***
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 have reviewed the additional comments made by Mr..
On one occasion, in December 2016, Mr. contacted our Customer Service and stated that he believed his phone was self-dialing, causing him to incur overages on his most recent bill. Our Customer Service was unable to confirm the validity of this claim and Mr. was unable to provide example of a specific instance of his phone self-dialing and connecting to another party. Our Customer Service offered a service credit of $15.00 towards his overage fees and advised him that we could send a printed record of his usage so that specific calls could be disputed. Mr. accepted the credit and did not report any further instances of such behavior.
As such, the closing balance of $92.50, incurred for exceeding the talk-time limit of the monthly service plan selected, has been determined to be due and payable.
A detailed usage report for all phone calls made and received to and from Mr. Jitterbug Touch3 smartphone during the billing period of April 11, 2017 and May 10, 2017, during which the above referenced overages were incurred, has been mailed to the billing address on record for his review.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do NOT agree with company's response. I did change the company and using same phone but with unlimited usage. The phone still dials on its own (off and on) and it is pain in the neck and will have to buy another in the near future - but, at least (now) I am not being charged for any extras or overcharges. They might as well write off the charge of $92.50 as I have evidence that the phone dials on its own. Again, I am NOT going to pay their charge.
Regards