Great Call Reviews (%countItem)
Great Call Rating
Address: PO Box 4428, Carlsbad, California, United States, 92018-4428
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Had both a jitterbug and 5 star urgent response. Great products. However, when I had to cancel my service, customer service department was rude and said it was their policy NOT to refund any part of the service fee regardless when the cancellation occurred during the billing cycle. Shame on them for taking advantage of senior citizens.
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 service on April 8, 2015 and that the account was closed on August 3, 2017, by an individual identifying themselves as *** calling from phone number (257) 743-1744.
All GreatCall customers are treated equally and fairly in accordance with the Terms and Conditions agreed to by activating and using our service. As outlined in the “Service Cancellation” section of the Terms and Conditions printed in the User Guide enclosed with every new order; “Although cancelations are effective immediately, we do not bill for partial months of service; therefore, you will be charged for the entire month of service.”
We apologize for any inconvenience this situation may have caused.
Best Regards.
I have used the company for at least 1-2 years, the device to report my emergency broke and they sent a new one that I had to purchase. They have changed the device and when pressing the alert for them to find me on numerous tests could not locate my location so they in turn could not provide me emergency service. I am 74 and live alone and my children and I do not have contact with each other. I do not have any friends so I totally relied in this service. they sent me a 2nd device that could not track me either which again put me in danger. They sent me a return label which they said they did not but they did and I quickly sent their equiptment back via *** in Watchung, NJ. I have put a dispute in with *** and they are not answering them for the dispute of approx 51.00 and change. I have called them many times to ask them to reverse the charge and they said they do not have any paperwork that I returned the equiptment and that I have a zero balance which I asked for them to send me a copy that we are no longer doing business which they refused. This is been since June or beginning of July. I want this company to close my account with the proof that I am entitled to, they have a responsibility to provide for my safety and they did not. they are giving people false hope that they are going to find them and help them thank you for your help
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. is seeking a refund.We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of her GreatCall account. Ms. established her account on 8/3/2014 with an online purchase of a GreatCall Splash Device. On 6/13/2017, Ms. to report that her device was not working properly and a Lively Mobile replacement was ordered and delivered on 6/16/16. We do show that Ms. called several times for trouble shooting of her device and that the device was warranty replaced on two occasions. On 6/30/2017, Ms. called to trouble shoot her device. We determined a coverage issue and the account was canceled. We advised that once the three devices are received, a refund would be processed.On 7/6/2017, Ms. called to inquire about her refund, we advised that we had not yet received the devices. Ms. stated that she had mailed them seven days ago, and we should have gotten them. We explained that we did not yet have a record of receipt and that once received, the refund would process in 15 business days.On 7/7/2017, GreatCall received a charge back from *** for $53.43, the purchase price of the Lively Mobile purchased on 6/13/2017. These funds were immediately returned to Ms.’s credit card ending in ***. Even though we had not yet received the return of the three devises that were sent to Ms., GreatCall did not dispute this charge back and accepted the return of funds. GreatCall considers the matter closed and no further refund is due. On 7/19/2017, GreatCall received the three returned devices.On 7/25/2017, Ms. called to confirm that the account was closed. We confirmed that it was closed as of 6/30/2017. Ms. asked if we had received the devices and about the refund. We advised that we had received the devices and that the refund was returned to her via the *** charge back on 7/7/2017. Ms. asked for an email confirmation and we explained that we could not send an email confirmation, but that she could contact *** to confirm receipt of the funds. 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.
Regards,
***
My *** has not been credited, thank you for your help
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. We appreciate the opportunity to respond to Ms.’s complaint rebuttal.As previously stated, on 7/7/2017, GreatCall received a charge back from *** for $53.43, the purchase price of the Lively and these funds were immediately taken from GreatCall and returned to Ms.’s credit card ending in ***. Ms. will need to follow up with her credit card company as GreatCall considers this matter to be closed. 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
I do not have a contract. I pay month to month. I called to cancel GreatCall Service
as I Have receidt off Apple iPhone which will be payed for an my sons family plan.
The customer service workerI called would not accept my request and confessed
that HIS JOB was to prevent me from cancelling. He finally offered to discontinue
service August 19th but service would continue until that date and I would have
to pay until then. He offered to help me learn how to use phone. This is NOT
acceptable because I am replacing this phone with another make which will
be more convenient and cost me less! Sincerely ....
Re: ***_ Account 2105706_ 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. *** would like her account closed. We appreciate the opportunity to respond to Ms.’ complaint and have completed an audit of her GreatCall account. On 7/31/2017, Ms. called to cancel her GreatCall account. Our agent offered to assist with the use of her phone, but Ms. declined. The disconnect order was processed and set to complete at the end of the current bill cycle, 8/19/2017. We advised Ms. that per GreatCall’s cancellation policy, her phone will be available until the end of the current bill cycle and that if she goes over on her usage, she will be charged. Per GreatCall’s Customer Agreement, as found in the user guide, packaged with the phone and which can be found at our webpage, https://www.greatcall.com/legal/customer-agreement, If for any reason, you are not completely satisfied with your service and you wish to cancel, you’ll be able to do so. If you wish to cancel your service before the end of a given month, you’ll be responsible for any account charges and overages through the date of your final bill.Since Ms.’ states that she is not using her phone, we have disconnected the account as of today, 8/4/2017 and the current balance is zero.We apologize for any inconvenience this situation may have caused.Best Regards.
The salesman was a hard sell type so I asked every question I could think to ask about the cost & terms.
AS A RULE I ALWAYS ask if there are any type of charges to return the product. I demanded they not turn this phone on until I could approve the model/type.
I have a LG about a year old but the salesman told me this phone had a bigger screen. WE BOTH MEASURED MINE WITH HIS. He gave me measurement that were larger than the face on my1 yr old LG phone.
I asked in detail about returns and any related cost for me to review, NOT USE, the phone.
I returned it about 3-4 days. I paid $206.80 & was guaranteed I would not be charged ANYTHING IF RETURNED. My credit was only $185.58 Thay say now there was a "restocking fee". This is a charge I would NEVER agree to if informed of this because this charge always indicates the company gets a lot of returns. This company p rays on Seniors for their business.
Re: ***_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 appreciate the opportunity to respond to Ms.’s complaint and have completed a review of her GreatCall account.
Our records indicate that Ms.’s account was established on February 26, 2017, with the direct order of a Jitterbug Smart touchscreen phone. On March 3, 2017, Ms. contacted our Customer Service to close her account and obtain the returns address. A refund, pursuant to our 30-Day Return Policy, was issued on March 15, 2017. As indicated in our 30-Day Return Policy, the original shipping charges are non-refundable and a $10.00 restocking fee is retained from the original sales transaction.
GreatCall’s 30-Day Return Policy is printed in the Terms and Conditions section of the User Guide packaged with the handset and is available for review on our website, https://www.greatcall.com/legal/guarantee.
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.
Advising the customer details of cost or charges AFTER THE SALE on goods shipped and received is deceiving and dishonest. I asked about ANY CHARGES regarding the "guaranteed satisfaction" period. I was told NO. Repeating, I would never order a product that has a "restocking fee" as this is a clear indication that the supplier has too many returns.
I just wonder how many Seniors even know how to register a complaint on the computor and Great Call knows this too. They are targeting Seniors and I will go to YELP next & any blogs in the future.
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.
All GreatCall representatives are required to set the proper expectations regarding any company policy and we apologize for any miscommunication or misunderstanding on either party’s side at the time of the initial order. As a one-time courtesy, we will refund the shipping and restocking fees to the Visa card ending ***.
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
I have been a customer of Great Call for several years. Never had a problem with them, but we never had to contact them for anything. In May of 2017, I ordered a Jitterbug Smart. When I called to order the phone, I asked the customer service rep if we could return the phone if we didn't like it and have our current flip phone reactivated. She said that would be no problem. I told her we didn't want texting on our phone and if we could disable it. She said yes, that could be done. We ordered the data plan with no texting included, which meant that if you did get a text, you paid for it by the number of texts you received. The phone arrived and after trying it out for about two weeks, we decided to return it for several reasons. One reason was that we kept getting texts. I called several times to have this fixed. One time the agent said she had taken care of it while we were still on the land line phone that we were using to talk to her. The next day we received 3 texts. I called back and this time the agent talked to one of their techs, who said it was impossible to disable texting. I said I'm returning the phone and to reactivate our flip phone. The agent said that couldn't be done and that we had to buy a new phone. After much conversation they sent us a new phone free of charge. We then sent back the smart phone. They said we would receive our refund about two weeks after they had received the smart phone. After about a month, we still had not received our refund. I called and talked to rep ***, who said they had the phone back for 21 days and he would send us a refund. A couple more weeks went by, no refund. I checked on line and found that they were giving us a credit on July 13, which is no refund. They said there was no way to send us a check. They still had our money. They also decided to charge us for the flip phone. That was resolved, but the only way to get our money was to quit the company. We did that. We're still waiting for our refund after three wk.
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. *** is seeking a refund.We appreciate the opportunity to respond to Mr.’s complaint and have completed an audit of his GreatCall account. Our records show that Mr. established his account on 6/16/2009 with the direct purchase of a Jitterbug J cell phone. On 5/8/2017, Mr. order a Jitterbug Smart phone. We advised that there was a 30-day return period and if he did not like the phone, he could return it. On 5/18/2016, Mr. called to say that he did not like the Smart phone, he wanted to return it for a 30-day refund and restore service to his original phone. At this time, it was determined that we could not restore service to the older model phone and agreed to send a free Jitterbug Flip replacement. The replacement phone delivered and was activated on 5/23/2017. A credit of $35.00 was placed on the account for an activation fee that should not have been charged on the order.
GreatCall received the returned phone on 6/6/2017. The refund did not process within the expected timeframe of 21 business days from return receipt of the phone. On 6/29/2017, a new refund order was sent, however, this order omitted the request for a full refund and an exchange refund was process for $32.50, the difference in cost of the two phones. On 7/13/2017, Mr. called to inquire about his refund, we saw that it was not properly credited and applied the cost difference, $79.99 to the account. Mr. advised GreatCall that he wanted the refund to his credit card or via check. This was escalated for a review of the account and a callback was set up. Prior to our callback, Mr. called back on 7/14/2017, to requested that his account be cancelled and to receive a refund. We processed an order for the account to cancel on 7/21/2017 and the refund request was sent. GreatCall initially processed two check refunds, one for $32.50 to be sent on 8/1/2017 and a second for $89.57 to be sent on 8/15/2017. Both check orders have been cancelled and on 8/4/2017, a full refund of $158.16, the purchase price of the Jitterbug Smart phone, was credited back to the Visa card ending in ***. We apologize for any inconvenience this situation may have caused.Best Regards.
I am 9years old and recently bought a phone from Great Call Inc. It is a jitterbug phone with a trade name of Alcatel. After one month the phone failed and they agreed to send me a new phone. To my surprise I was given a used phone and Great Call Inc admitted this. I demanded a new phone or a credit since I did not pay for a used phone. I am looking for either a new phone (which I paid) for or a substantial credit of like *** a month or $*** of the $*0 monthly fee
Can someone help me?
Re: ***_ ***_ 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. Mr. *** wants a new replacement phone.
We appreciate the opportunity to respond to Mr. complaint and have completed an audit of his GreatCall account.
Our records indicate that Mr. account was established on 12/20/2010 with the direct purchase of a Jitterbug phone.
On 6/6/2017, Mr. called Customer Service to order a new phone for his father. He paid $*** for the phone and *** for applicable taxes for a total of $*** The phone was sent via standard ground shipping for free, and it was received and activated on 6/17/2017.
On 7/21/2017, Mr. called Customer Service for assistance with the new phone which will not power on. After performing troubleshooting steps, the assisting Customer Advisor decided to send a replacement phone.
On 7/26/2017, Mr. called Customer Service and stated the replacement phone he received was not new, and that he wants GreatCall to replace it with a brand-new phone.
On 8/*/2017, we contacted Mr. and advised him that since he only had the new phone for a little over a month, that he should receive a brand new phone as a replacement. Mr. requested that we provide a credit on the account instead, since his father decided to use the replacement phone after all. Since Mr. decided to keep the replacement phone, it was agreed on, and a credit of $*** was placed on the account which will be used towards future bills.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Tell us why here...
Severely bad customer service. We've been trying for 2 days to get through to customer service to cancel a Jitterbug account we have for my 95 y/o father in law as he doesn't use the phone so were paying for something we don't need. NOBODY answers the phone! Been on terminal hold over 20 min. each time wasting hours of our time. Call to buy something and you get right through, however, where I spoke to both Jennifer and Kirsten in sales who transferred me "directly" to customer service to cancel and I got the same hold times!! What a joke! I finally got a person to answer but they transferred me again because they couldn't help me with canceling! WTH, that's what customer service is for! Guess what? I was on hold another 20 min. listening to the same lame music and recordings...hung up again. Unacceptable! When I tried to access our acct. online today it said I didn't have an account and had to create a new one! Are you serious? I was just on it 2 days ago! This company needs to have a serious investigation into their consumer practices. I will be now be filing a complaint with the FTC, as well as both the CA and FL attorney general offices regarding deceptive advertising and deliberately avoiding customer service issues.
& ***, Thank you for your feedback. GreatCall strives to provide the highest level of Customer Service. Please call us during our regular support hours, which are Monday through Saturday between 6am to 7pm pacific time,so that we can address any concerns that you might have. Generally, calls are answered within a few minutes and we will get you to the right person to help. Please do not call the Sales lines first as this will only add time to your call.
This is the response we received from GreatCall/Jitterbug:
Below is a response from the business to the customer review you submitted to Revdex.com.July 31, 2017 "*** & ***, Thank you for your feedback. GreatCall strives to provide the highest level of Customer Service. Please call us during our regular support hours, which are Monday through Saturday between 6am to 7pm pacific time,so that we can address any concerns that you might have. Generally, calls are answered within a few minutes and we will get you to the right person to help. Please do not call the Sales lines first as this will only add time to your call." Again, I reiterate, notice how they say to call the same number and go through the whole merry-go-round of terminal hold all over again. The reason why I called sales is to see how quickly someone answers, but the consumer doesn't get the same quick response when they need help. One only has to look at the hundreds and hundreds of complaints all over the internet about GreatCall and they all report the same issues. Calls ARE NOT answered in a few minutes, not even after 20 minutes. I sent a message via their "Contact Us" link explaining the situation and did not receive an email acknowledgement that my message was received. Tonight I finally spoke to someone who said my account was closed via email but I did not receive an acknowledgement of that. I don't have much confidence this will go well.
If I had checked your Revdex.com website on GREATCALL - Jitterbug phone, then I would have already known about the negative reviews and unhappy former consumers. Bottom-line – I have looked everywhere for the warranty replacement phone – I must have sent both Jitterbugs in same box on April 10 and GREATCALL must have it. Comment to GREATCALL: I have no desire to retain your defective equipment.
Long story short – defective Jitterbug product that freezes up and turns off and poor customer service.
My mom is legally blind, wears hearing aids and is almost 90 years old and has low mobility.
Mother was moving (changing rooms) in the assisted living facility. I thought it may be easier to buy a Jitterbug rather than move the *** landline and not have any interruption in service.
Therefore, in February 2017, I bought a Jitterbug on *** #*** and had it activated by GREATCALL.
GREATCALL Jitterbug phone was always kept fully charged in mom’s room, however the Jitterbug phone froze up every day - seems like an internal circuit memory situation
To make matters worse it only had “fair” coverage at best when it did work.
When it froze up, then my mom could not see to turn it back on. So, I had to drive to the assisted living facility to make sure my mom was ok – because she did not answer the frozen Jitterbug nor could call me on it.
I called GREATCALL many times troubleshooting. In March, GREATCALL sent a warranty replacement phone. It acted the same – the replacement still froze up. On May 31, I had the *** approved return paperwork and I was ready to return the Jitterbug for credit from ***.
On April 10, spoke with Margaret at GREATCALL and she wanted to help. Margaret, spoke with supervision and GREATCALL to send the *** purchased Jitterbug to GREATCALL and sorry for my trouble. I was told that I would receive full refund including activation and service.
Then I activated *** landline again and on April 15 purchased a Clarity AMPLIFIED PHONE that works
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.’s complaint and have completed a review of his GreatCall account.
Our records indicate that Mr. established service on February 4, 2017, with the activation of a Jitterbug Plus cell phone through our website www.greatcall.com. On March 18, 2017, a warranty replacement handset was issued. The replacement was subsequently delivered and activated on March 22, 2017.
On April 10, 2017, Mr. closed his GreatCall account and stated that he had already returned the original phone in the pre-paid envelope provided with the warranty replacement. While we acknowledge receipt of the original phone activated by Mr., we have no record of the replacement phone being returned or received and Mr. is unable to provide tracking detail or proof of receipt.
Although Mr. would not typically qualify for a refund of the monthly service charges or the service activation fee due to the recorded usage of the phone, we will refund all monies collected to help Mr. recoup the cost of the phone purchased from ***.com. Refunds totaling $93.39 will be issued to the *** card ending in 1000, from which they were originally collected.
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 see these credits to my card which, but so far do not see requested refund for the purchase of phone and service which totals to $16223.3723.3020.38Thank you for your help and helping other consumers
Regards
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.
As previously stated, the refunds provided are solely for the purpose of assisting Mr. with recovering of the cost incurred for the retail purchased phone that was replaced; even though he is unable to provide any proof that the replacement phone was also returned to us. Because of the recorded phone usage during the active months of service, no further refunds are merited.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Please do not close per your email today. This is my response. Great Call must refund as promised. Thank you.
I had the phone for 3 months total. The first 2 months according to my bill, I used between 500 to 600 minutes. My daughter decreased my plan from unlimited minutes (*** to *** minutes since I had used less than that the 2 previous months. Just less than 2 weeks into my third month with Greatcall, my minutes were *** used, at 35 cents/minute on the extra 285 minutes. My daughter went back and calculated the 2 previous months minutes and they were well over the 5*** range. I did call and cancel my service and the young lady changed my plan back to unlimited so I would not be charged for the additional minutes.
Re: ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the *** and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond to Ms.’ complaint and have completed a review of her GreatCall account.
Our records indicate that Ms. established service on May 7, 2017, with the online activation of a *** Smart touchscreen phone purchased from a local Best Buy store. During the course of setting her account up online, Ms. selected an Unlimited Talk and Text plan.
In the first billing period between May 12th and June 11th, we show that Ms. used 3,130 talk-time minutes. This usage was reported to her on page 3 of the billing statement generated on June 12th, 2017.
In the second billing period between June 12th and July 11th, we show that Ms. used 2,891 talk-time minutes. This usage was reported to her on page 3 of the billing statement generated on July 12th, 2017.
On July 17th, 2017, Ms. contacted our Customer Service to request a lower rate plan. At that time, she selected a rate plan with a talk-time limit of 1,000 minutes. On July 22nd, 2017, GreatCall delivered a Usage Notification warning alert to Ms.’ *** phone to advise her that she was close to using the allotment of available minutes for her rate plan selection.
On July 27th, 2017, Ms. followed up with our Customer Service to request cancellation of her account.
At any time, prior to closing her account, Ms. could have reviewed the usage for her phone by accessing the Usage section of the phone menu, accessing the usage/detailed history through her www.mygreatcall.com account or by contacting our Customer Service by phone.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I phoned GreatCall directly on 12/1/16 to order a jitterbug flip phone for my father for Christmas as it is marketed to Seniors as easy to operate. I also signed him up for the 200 minute per month calling plan to begin on 12/24/16. My total cost was ***r the phone and its activation. The first monthly bill for *** arrived, which I paid. I then called to transfer future monthly payments to my mother. She paid for the following 5 months (approximately ***/month), so our total investment into the phone was $***= $*** During those 6 months, my parents have been sent 3 defective phones all while continuing to pay the monthly bills. The first phone arrived, and then died in April 2017. My mom, called GreatCall and they had her send back the original phone and sent out a 2nd phone which worked for a few weeks. She called GreatCall again and they had her send back the 2nd phone and sent out a 3rd phone. After receiving the 3rd defective phone, while still paying monthly service fees, my mom decided to cancel the monthly phone service on 7/10/17. The GreatCall representative that she spoke with told her that they do not send out new replacement phones, they simply refurbish or fix defective phones and ship them. I phoned GreatCall on 7/18/17 and spoke with *** who is a Supervisor at the Carlsbad location. He would not give me any other identifying information. I requested a refund of my original purchase of *** due to receiving 3 defective phones in a 6 month time frame and he denied my request. He offered a refund of only 2 months of service totaling $***. I told *** that this was a scam, that I was not even asking for the 6 months of service fees which we paid for but I did expect my original purchase amount refunded. I told him that sending out 3 defective phones is unacceptable. This is why I believe this is a scam: the phone is under a 1 year manufacturers warranty but all they will do is keep sending out defective phones after the 1st 30 days.
_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. Ms. *** has submitted a complaint on behalf of ***, a former GreatCall subscriber.
We appreciate the opportunity to respond to Mr. complaint and have completed a review of his GreatCall account.
Our records indicate that a Jitterbug Flip cell phone was ordered on December 1, 2016. The initial order of $*** was processed using a *** card ending in ***. On May 1, 2017, Ms. *** contacted our Customer Service to report that the Jitterbug Flip was unresponsive and could not be powered on. At that time, our Customer Service replaced the phone. On June 15, 2017, Ms. again contacted our Customer Service due to a technical problem and her Jitterbug phone was again replaced.
On July 10, 2017, per Ms. request, Mr. GreatCall account was closed and he was issued a refund for the June 2016 monthly service charges. A refund of $*** was issued to the *** card ending in ***, from which it was originally collected. Additionally, the July balance of $*** has been waived and Mr. can disregard any request made for payment received by mail prior to the adjustment being issued. Because an average of 73 talk-time minutes per month have been used over the last six months, no further credits or refunds for monthly service charges are merited.
As a one-time courtesy, GreatCall will approve Mr. phone return for a refund outside of our standard 30-Day Return period. The refund will be treated as a 30-Day Return and, as such, the phone must be returned in like-new condition with all original components. As outlined in our 30-Day Return Policy; a $*** Restocking Fee is retained from the original transaction. The refund will be issued to card from which it was originally collected within fifteen (15) business days from when the phone is received back in our warehouse at the address provided below.
GreatCall Returns Center
RA# ***
2000 USG Drive
Libertyville, IL 60048
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
Hello,
I filed a complaint #*** with the Revdex.com on 7/23/17 against GreatCall, Inc. I settled with GreatCall, Inc. on their offer for a full refund of the purchase price of the phone minus a $10 Restocking fee. The refund was to be issued to the card from which it was originally collected within 15 business days from when the phone was received back in their warehouse. I mailed the phone back to them on 8/17/17 through the USPS. I paid to have it tracked so I know that the phone was delivered to a person at their warehouse on 8/21/17 at 9:26 am. My credit card should have been refunded $85.75 within 15 business days of receipt which would have been 9/11/17. As of today, GreatCall, Inc. has not honored the refund that they promised. In order for me to have accepted the terms of GreatCall, Inc.'s offer, I was only presented with the option to accept their offer and the Revdex.com would close this case. Since GreatCall, Inc. did not honor their offer of refund, I would like the case reopened and the company pursued for the refund owed to me. I am not surprised that GreatCall, Inc. did not refund me like they said they would...this company scams people and is continuing to do so even after they agreed on the Revdex.com's website to refund their product.
Please advise on my next steps.
Thank you
Repeatedly unable to reach Customer Service via telephone for past several months. Great Call response is always "Receiving extra heavy call volume now. Please hang up an call back at a later date after 2pm." I have tried calling back several times after 2pm but I still get the same recorded answer. I have 1 technical problem with the phone and another problem that I want to reduce the number of authorized minutes but I can not do that via their web site and cannot contact Customer Support either. The phone works fine when it works but Customer Support is just plain unavailable.
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.’s complaint and have completed a review of his GreatCall account.
Or records indicate that Mr. established service on October 13, 2008. Recently, on July 24, 2017, Mr. contacted our Customer Service by phone to change his monthly service rate plan. The change was confirmed by email on July 26, 2017.
Should Mr. have future need to change his monthly service rate plan he should contact our Customer Service at 1-800-733-6632, between 6am and 7pm pacific time, Monday through Saturday. All calls are answered in the order that they are received. Additionally, Mr. can submit requests for changes in his service to us by email at [email protected]. Email correspondence is typically responded to within two business days.
We apologize for any inconvenience this situation may have caused.
Best Regards.
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.’s complaint and have completed a review of his GreatCall account.
Or records indicate that Mr. established service on October 13, 2008. Recently, on July 24, 2017, Mr. contacted our Customer Service by phone to change his monthly service rate plan. The change was confirmed by email on July 26, 2017.
Should Mr. have future need to change his monthly service rate plan he should contact our Customer Service at 1-800-733-6632, between 6am and 7pm pacific time, Monday through Saturday. All calls are answered in the order that they are received. Additionally, Mr. can submit requests for changes in his service to us by email at [email protected]. Email correspondence is typically responded to within two business days.
We apologize for any inconvenience this situation may have caused.
Best Regards.
My name is ***. I got service with GreatCall for my mother in December 2016 for 1000 minutes per month for $48.59 per month. Dec. 2016; Jan. 2017; Feb. 2017; and March 2017 I allowed GreatCall to take money from my bank account automatically to pay for the services. I paid for the services faithfully for 4 months. In early April 2017, I got a call from GreatCall telling me that my mother went over her minutes by 500 minutes. I immediately told them to stop the service and don’t take anymore money from my account. I could not afford to pay for more than 1000 minutes per month. My mother is a senior citizen and I was trying to help her. She would have went over her minutes again. However, GreatCall tried to pull a fast one on me by charging me for service my mother was no longer using. I specifically asked them to stop the service and I would pay for any additional minutes my mother went over. GreatCall billed me several times accusing me of owing them $384.31. They sent me several harassing invoices which did not make since. They have also threatened to send the invoices to collections. Collections in turn would contact the credit bureaus in order to mess with my credit score. This is not fair to me at all. There was no contract with GreatCall. Service called for month to month. This is an opportunity to get money from me I do not owe them. I am willing to pay only what I owe them. I also had to pay for Jitterbug phone which cost me $97 from Walmart. The phone is no longer being used.
Re: ***_ Account ***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 disputing her billing. We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of GreatCall account. Our records show that Ms. established her account on 12/8/2016 with the activation of a retail purchased Jitterbug Flip phone. She chose the Basic Health & Safety package with 1000 minutes and the Handset Replacement Options for a base price of $38.99, plus taxes and accepted recurring billing. On 3/23/2017, a usage notification was delivered to the cell phone, that stated “Hello, GreatCall, your wireless provider, would like to notify you that based on your current usage you have the potential to exceed your monthly minute allotment for the bill cycle ending on the 10th. To review your estimated usage, please, contact our friendly customer representative at 1-800-733-6632.” On 4/8/2017, GreatCall suspended service on the account due to excessive usage, we placed an outbound call to the cell phone and the two numbers on file for the billing contact, there was no answer on any of the calls and a message was left to contact GreatCall.On 4/10/2017, Ms. called customer service to find out why her mother’s phone was not working. We advised that the account was suspended for excessive usage and that the current amount for the overage was $197.40. Ms. stated that she did not want us to charge anything to her credit card, to remove her from recurring billing and that she would have her mother mail a check for the overages. We removed the recurring credit card and the account remained open. On 6/29/2017, Ms. called to arrange payments for the overage fees. We advised that the balance due was $384.31. She disputed this amount stating that the account was disconnected in April. We explained that although the account was suspended, it was not canceled, we did however remove the recurring billing, per her request. Ms. stated that the phone was not being used and she did not feel that she owed money for no service. We placed Ms. on a brief hold but the call dropped. The account was closed on 7/10/2017 for nonpayment.As a courtesy, GreatCall has placed a credit on the account of $97.58, the two service fees for May and June and the current balance due for overages is $286.73. To arrange payments, Ms. can call our Financial Service, 1-800-276-9797 or a payment can be mailed to:GreatCall Inc.Financial ServicePO Box 4428 Carlsbad, CA 92018Additionally, once the balance is paid in full, the phone service can be restored, with no activation fee until 8/26/2017.We apologize for any inconvenience this situation may have caused.Best Regards.
Constant issues with billing as well as tech support and cell phone itself
1st phone would delete contacts, turn itself off, drop calls, stop being able to receive and send texts.
We had to request a replacement phone which they sent. The day they shipped it out they disconnected MY cell phone without any communication. After customer service could not figure what was wrong they sent me to a specialist tech support department who then said they had shut off this phone in order to program the new phone.
I am 75 years old with health issues and was without ANY service for 3 days during 111 degree heat with no possible way to call for help should I have needed it.
Volume is so low I cannot hear.
None of the ringtones to choose from are loud and this phone and company were supposedly for seniors.
Every phone call to tech support you are on hold for more than 30 minutes and then it takes another 30-45 for tech support to eventually reset the phone.
Every bill is ridiculously higher than the last. There are several calls that I did not accept however they insist I did.
This is the worst possible company for seniors especially but I think for everyone it is just a bad company.
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and *** Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond to Mr.’s complaint and have completed a review of his GreatCall account.
Our records indicate that Mr. established service on March 10, 2017, with the direct order of a Jitterbug Touch3 smartphone. We see that our Customer Service worked diligently to assist Mr. with any issue that he may have encountered during the time that his service was active. On June 21, 2017, a pre-activated replacement was ordered because we were unable to replicate the issues being reported to us over the phone by Mr.. During the course of providing service to Mr., we see that used in excess of 3,400 talk-time minutes and over 500 megabytes of Mobile Data; on two occasions exceeding the limit of the rate plan that he selected, resulting in overage charges. Overage charges are detailed on page three of the monthly invoices. Lastly, on July 26, 2017, Mr. closed his account by porting his service number to a new carrier.
We apologize for any inconvenience that Mr. may have experienced during this time.
Best Regards.
I activated my newly purchased jitterbug phone for my grandfather on 6/8/17. On June 10th Capital One alerted me via email that there were duplicate charges from www.greatcalls.com in the amount of $28.31. I contacted the company immediately and they assured me that there was only one transaction in that amount and an amoun of $18.34 pending. I tried several times to explain to the representative that my credit card statement indeed shied both transactions within an hour apart. I alerted Capital One that the second charge was indeed a double charge. It is now 6/17/17 and mysteriously my grandfather who has Parkinson's, late stage and barely able to fold the phone for longer a few minutes has gone over his 200 minute limit. When I called today to inquire how the minutes could have ran out, *** the representative told me that I never paid the $28.13 activation fee, so the service was interrupted. When I literally read my statement from Capital One she continued to tell me I was wrong....I asked for a supervisor , told there want one, then told to wait, then told there was nobody above the supervisor,*** who was not any help, and was refused a corporate # to call and try to get the mess straightened out! My grandfather remains "over minutes" and I was on the phone for over an hour without any kind of resolution. With the company telling me that I never paid ! Please assist with this matter, thank you!
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. is requesting billing information. We appreciate the opportunity to respond to Ms.’s complaint and have completed an audit of her GreatCall account. Ms.’s account was established on 6/7/2017 with the online activation of a retail purchased phone, the fee activation was $28.31. Our records show that several accounts were created, but payment only completed on the current active account.6/8/2017, the first month invoice generates for service from 6/8/2017 through 7/7/2017 in the amount of $18.98.On 6/10/20107, Ms. called to say that she was charged twice for the activation fee. We reviewed and advised that we were only showing one transaction and that she should check with her bank.On 6/14/2017, GreatCall received a charge back of $28.31, the activation transaction. Once a charge back is initiated, the funds are immediately returned to the credit card. A review of GreatCall transactions did not show a double payment and the activation fee was added to the balance on the account.On 6/17/2017, Ms. called to review the bill she had received. We reviewed the bill and usage with her and advised 264 minutes had been used. The rate plan was changed to 600 minutes and per request, we processed an order to have the usage details sent to her. We also advised that the current amount due was $47.29, $28.31 for the activation fee and $18.98 for the monthly service fee. After receipt of this complaint, we attempted to reach Ms. but we were not able to connect with her. The usage report order cannot be completed until the end of the current cycle on 7/7/2017, however, Ms. can view all usage details by logging on to her mygreatcall.com account that was created when the account was set up and by clicking on billing. GreatCall only shows that one transaction completed for $28.31. If there were other attempts to activate with the same credit card, there could have appeared, on Ms. credit card information, a pending authorization in the amount of $28.31. Pending authorizations generally drop off in 7-10 business days, depending on the credit card company. The activation fee of $28.31 is currently due and the monthly service fee of $18.98 is due by 6/25/2017. Ms. can make a payment online via her mygreatcall.com account, or by calling Customer Service, 1 800-733-6632, between the hours of 6am and 7pm Pacific Time, Monday – Thursday. Ms. can also contact Customer Service for any question or for assistance in accessing mygreatcall.com. 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.
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. Although Ms. has rejected our response, there are no additional comments and our original response still stands.The usage report order cannot be completed until the end of the current cycle on 7/7/2017, however, Ms. can view all usage details by logging on to her mygreatcall.com account that was created when the account was set up and by clicking on billing. The activation fee of $28.31 is currently due and the monthly service fee of $18.98 is due by 6/25/2017. Ms. can make a payment online via her mygreatcall.com account, or by calling Customer Service, 1 800-733-6632, between the hours of 6am and 7pm Pacific Time, Monday – Thursday. Ms. can also contact Customer Service for any question or for assistance in accessing mygreatcall.com. We apologize for any inconvenience this situation may have caused.Best Regards.
My two cents. I was considering this phone for my 93 year old mother. I had seen that a number of people experienced poor reception which could not be improved due to their area of residence. I called to ask some questions and the phone was answered by the "overflow service". I was told they would call me back in 24 hours or I could call again. I read a lot of complaints of poor customer service. I can see why, if they can't even support a sales call, I can just imagine if I actually have an issue.
we are sorry to hear that you were not able to connect with GreatCall Sales and we appreciate your feedback. You can order GreatCall products on our web site, www.greatcall.com, at one of our retail partners like, Sears, Walmart or Best Buy, or by calling 1 888-788-9694 between the hours of 5am and 6pm Pacific Time.
I was a Great Call customer right p until....later this morning. I kept the service because for I had great reception in every state I traveled in. I always had polite customer service while talking to them on the phone, however, each time I talked to a representative, they made promises that weren't fulfilled and were later denied by the next service rep.
Several months have gone by when my cell phone makes bubble sounds, makes calls when I turn it on to people I don't want called, drops calls, and I can no longer get calls when I am on my side of town. One man told me they had changed cell towers....the next lady said they hadn't.....and I should just use my phone on the other side of the city, I must live in a small community. We have over 1 million people within a 50 mile radius.
At any rate, my cell phone doesn't work, the replacement is doing the same thing and now after telling me I had paid for replacement insurance so the replacement was free, they want to charge me $60 for a phone.....that doesn't work.
So I found a different provider for $20 a month less and am finally saying good-bye to Great Calls.....their phone quality had been good for years, customer service people polite but not factual. No consistent policies from my years of doing business with them.
I am not paying for a phone that doesn't work. They conveniently "lost" notes made during past conversations as well.
Patricia, we are sorry to hear about your recent experience and appreciate your feedback. The Handset Replacement Option service that you accepted on 5/20/15, allows you to replace your phone at a disconnected price and is not a free phone, per the welcome kit information that was sent to the address on file. We show that on 4/17/17, you ordered a replacement phone through the Handset Replacement Option service and this was billed to your account on 4/28/17, however, a $20.00 credit was applied to the account. GreatCall makes every attempt to journal all calls and if you feel that you have received incorrect or conflicting information we recommend you ask for a review your account to address any concerns you may have. Please call Customer Service, 1 800-733-6632, between the hours of 6am and 7pm Pacific Time, Monday – Saturday.
Greatcall is the worst company I have ever had to dill with. I have been on the phone for over and hour just trying to get them to answer the phone. A man named Albert answered and was very rude I asked to speak to a supervisor and he ask what for I told him that I was tired of talking to him because he wasn't listening to what I was saying to him he put me on hold for another 40 minutes and no supervision every came to the phone.so I hung up . I was calling because they cut my deta off and I still had 40 mg left be trying to pay a bill and still haven't got that done yet they are the worst phone company I have ever messed with .No one should have to stay on the phone that long and I don't care what day of the week it is.It may be Saturday but you got a job to do so you need to get it done . You say this is for the older people but y'all make it to hard for them.thank you for nothing ***.
we are sorry to hear about the long wait you experienced and appreciate your feedback. GreatCall is continually hiring and training new Customer Advisors to support our customers. In regards to your data package, data does not carry over and will expire if not completely used. However, all minutes are good for a full 60 days, minutes not used in the first 30 days, will carry over to the next cycle. -GreatCall Operations
I ordered a phone for my dad who was going into a nursing home temporarily, I called the very next day to cancel and was told the phone had not shipped yet and that getting back the $150.35 would be no problem . So here we are, my Dad passed away and I am still waiting out the 21 days which have passed and still no money has been returned. It was way too much to start this service up for a person on a fixed income as that !50.35 did not even include his first months usage. That was going to be another $36 plus tax a month, so I suggest not doing business with Great Call since I see they are all broken up over my loss.
Nellie, We are very sorry to hear about your loss and we offer our condolences to your father's friends and family. Please e-mail your account information to [email protected] and ask that we look into the status of any refund due. We will follow up by email within two business days.
Think hard about purchasing a Great Call device as their customer service is unreachable at the best of times. My son purchased a phone for my birthday and set up my account. Due to the barely functional greatcall.com website, my son's name is somehow not on the account as an authorized user. He was unable to have my phone number ported over due to this. At the time of this review, I am on hold with their customer service department and have been for 61 minutes. This is now a a total of 6 hours plus spent on hold trying to reach the customer service department within the past two weeks. Possibly much more time if I don't give up within the next hour. They're happy to take your payments and would love to sell you additional products but support is nonexistent.
Else, We are sorry to hear that you are having difficulty reaching us. The wait times being described are far too long. Please make sure that you contact our Customer Service at 1-800-733-6632 and make the appropriate menu selection so that your call is answered in a timely manner. Typically, our wait times are not longer than a few minutes. We apologize for any delays.
I ordered two phones, one for husband and one for me. I paid 249.00
we were to get 600 minutes each. The price would be 50.00 per month
We got the phones by mail and they would not work in our area.
We could not hear on the phones. I sent back the phones with insurance from the post office. I sent them to Great Call Return Center ***
2000USG Drive, Libertyville,Il 60048. That is where they told me to send them. They also sent and extra phone, and I sent that returned without opening. The post office took a picture and returned the phone. They did this at the post office so they could not say I sent the phone back.
I got a bill saying that I did not owe anything because the phone did not work. I have the copy of that. They sent back 99.00 4/18/2017 and also 3/30 they sent 77.73 total of 177.72. the balance is 71.71 and I have been waiting for awhile because they said they have to wait after phone arrive. When I called they were very rude and said that it was for use of the phone, we could not use the phone and we did try. When it did work it was to call them and tell them that. I would like my money returned. I never had any problems with any company before. I was with *** cellular before with not one problem. Thank you for your time and I hope I get results because I am sure they have done this to other customers.
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. is seeking a refund.We appreciate the opportunity to respond to Ms. complaint and have completed an audit of her GreatCall account. Our records show that Ms. established her account on 2/23/17 with the direct purchase of two Jitterbug Flip phones. The order consisted of the two phones for $99.99 each, one activation fee of $35.00, two free leather cases, two free car chargers, the non-refundable $10.00 shipping fee and $4.45 for applicable taxes. The total purchase price of $249.43 was paid for with a *** card ending in ***. After completion of the order, Ms. asked to cancel the account, stating it was too expensive. We offered a lower plan and a $60.00 credit, Ms. accepted the offer and the account was left open.On 2/25/17, the rate plan was changed per previous agreement and a $60.00 credit was applied to the account. On 3/2/17, the phones were delivered and Ms. called to inquire about porting in her phone number. Our Advisor gave porting requirements and Ms. was to call back with the information. We also advised how to check the battery strength. Ms. called back later this same day to port in two phone numbers, *** & *** from her previous carrier, *** Cellular. On 3/4/17, Ms. called to inquire about the port status and voice dial for the phones. We advised that the port had completed on #***. We asked her to power cycle the phone and we then added voice dial feature to this line of service. We advised that the port had not yet completed on #*** and asked that she check for the voice dial feature when the port completes.On 3/5/17, Ms. called with general questions, our advisor answered her questions and advised how to set up an online account.Ms. called several times between 3/6/17 and 3/9/17 to inquire about the status of the port for #***. GreatCall escalated the issue and found that there was a delay, but that *** Cellular would release the number on 3/10/17. The port in of the second number completed on 3/10/17.On 3/10/17, Ms. called for assistance with her phones, no one could hear them speaking. Trouble shooting was completed for both phones and outbound calls were successful, the phones were working properly.On 3/11/17, Ms. called again for assistance with her phones, the same volume issues were occurring. Trouble shooting was again completed and test calls to the phones were successful, the phones were working properly.On 3/13/17, Ms. called for assistance with her phones, the same volume issue was occurring on one of the phones. Trouble shooting was completed and a warranty replacement was sent. This same day, Ms. called again about the Braingames feature, she stated it was not working. After connecting with her on her landline, we determined that she was pressing the wrong button and advised of how to use the feature.On 3/17/17, Ms. called to cancel her account. We advised that the replacement phone was on its way and that the new phone should resolve her issue, she declined and chose to cancel. We processed a 30-day cancellation order and the 30-day cancellation policy was read.GreatCall’s 30-day return policy, packaged with the phones and which can be viewed at our web page, www.greatcall.com, states that the phones can be returned within 30-days for a refund of the purchase price, less the non-refundable shipping fee, the $10.00 restocking fee (per phone) and applicable taxes. Furthermore, the monthly service fee will also be refunded if less than 30 minutes has been used. The $60.00 credit was offered to keep the service, since the service was not kept, the accepted offer was no longer valid and the credit was removed from the balance. Ms. usage history shows that 418 minutes were used on the phones. This total would not include any calls to GreatCall, as all calls to GreatCall are free when using a Jitterbug cell phone or the toll-free number and as such, the monthly service fee of $50.10 is a valid charge. The initial refund was less $50.10 and once the replacement phone was received at GreatCall, an additional refund was processed for a total refund of $177.72. This amount is the purchase price, less the monthly service fee, the $10.00 non-refundable shipping fee and one of the $10.00 restocking fees, plus applicable taxes. No further refund is due.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.
Regards,
***
I was told if I was not happy with the service from Jitterbug [Great Call] my money would be returned. They kept saying they had to wait 21 days so they kept prolonging the cancelling of the service. The phones never worked right from the time I received them. The company took advantage of me. I also had a friend with the same problem. Lucky for her she had got the phone from the store and could bring the phone back. The total amount was given back to her. This company Has not been reputable, I will not be happy with this result. They are using excusing that are not true. I hope this result will give customers an alert about this company. All they had to do is give me my money back and they refused. I will never recommend Jitterbug to any of my senior friends or any one that I know. I would think they would want to make a good impression on customers. I just wanted my 77,71 money back.
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 added additional comments.We appreciate the opportunity to respond to Ms. comments.GreatCalls records show that on the Red Flip phone, number ***, 39 minutes were used prior to the port in of the number and 240 minutes were used after, indicating the phone was working properly. On the Graphite Flip phone, number ***, 137 minutes were used prior to the port in of the number and 2 minutes were used after the port in of the number, indicating an issue with this phone. GreatCall, sent a warranty replacement phone to correct the issue, however, Ms., decided to cancel the account prior to receiving the replacement phone and as such the account was disconnected under the 30-day return policy. As previously stated, per GreatCall’s 30-day return policy, packaged with the phones and which can be viewed at our web page, www.greatcall.com, the phones can be returned within 30-days for a refund of the purchase price, less the non-refundable shipping fee, the $10.00 restocking fee (per phone) and applicable taxes. Furthermore, the monthly service fee will also be refunded if less than 30 minutes has been used. Due to the usage of 418 minutes, the monthly service fee is not refundable, the shipping fee is non-refundable and only one restocking fee was charged. As stated to Ms. when she cancelled the account, the refund will process within 21 business days from return receipt of the phone. The original phones were received at GreatCall on 3/23/17 and the initial credit posted to the credit card on 3/29/17, four business days after receipt. The warranty replacement phone was received at GreatCall on 3/30/17 and the final credit was applied to the credit card on 4/17/17, the 12th business day after receipt and the 21st day since the cancellation of the account. No further refund is due.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.
Regards