Great Call Reviews (%countItem)
Great Call Rating
Address: PO Box 4428, Carlsbad, California, United States, 92018-4428
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My mother is 96 years old and uses the service both as her only phone and her emergency alert. Her vision is limited and cannot read numbers. The phone and service was purchased because of the caller ID name window that she can see. If she can’t see a name from her contact phone book she doesn’t answer the phone. I have called 8 time over the last 2 months trying to get her caller ID restored. Almost 3 weeks ago I finally spoke to a supervisor named Rachel Garcia. She promised it would be repaired and gave me her direct number. I have called over the last couple of weeks and left long voice messages and she has not returned my calls. This borders on Elder Abuse. My mother is too old to understand and now just won’t pick up the phone because she is afraid of phone scams. I have been told several reasons her phone isn’t working and guarantees that it will be fixed. I am angry that the supervisor hasn’t followed through with her promises nor returned my calls.
Re: *** on behalf of ***_ Account ***_ File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond Ms. complaint and have completed a review of her GreatCall account.
On September 18, 2019, Ms. called our Customer Service to report that the Caller ID feature on Ms. phone was not working properly when she received incoming calls. At the time, we processed an update to Ms. Jitterbug Flip phone and advised her to contact us if the issue persisted.
On October 6, 2019, Ms. called us to inform us that the Caller ID issue was unresolved. We advised her that we had since identified a Caller ID issue with a small number of users. We have a team focused on identifying the cause and we are working towards a resolution as quickly as possible.
Upon receiving this complaint, we reached out to Ms. and we were able to come up with a temporary solution while we await a permanent resolution from our engineers.
We apologize for any inconvenience this situation may have caused.
Best Regards.
My mother is 96 years old and uses the service both as her only phone and her emergency alert. Her vision is limited and cannot read numbers. The phone and service was purchased because of the caller ID name window that she can see. If she can’t see a name from her contact phone book she doesn’t answer the phone. I have called 8 time over the last 2 months trying to get her caller ID restored. Almost 3 weeks ago I finally spoke to a supervisor named Rachel Garcia. She promised it would be repaired and gave me her direct number. I have called over the last couple of weeks and left long voice messages and she has not returned my calls. This borders on Elder Abuse. My mother is too old to understand and now just won’t pick up the phone because she is afraid of phone scams. I have been told several reasons her phone isn’t working and guarantees that it will be fixed. I am angry that the supervisor hasn’t followed through with her promises nor returned my calls.
Re: *** on behalf of ***_ Account ***_ File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond Ms. complaint and have completed a review of her GreatCall account.
On September 18, 2019, Ms. called our Customer Service to report that the Caller ID feature on Ms. phone was not working properly when she received incoming calls. At the time, we processed an update to Ms. Jitterbug Flip phone and advised her to contact us if the issue persisted.
On October 6, 2019, Ms. called us to inform us that the Caller ID issue was unresolved. We advised her that we had since identified a Caller ID issue with a small number of users. We have a team focused on identifying the cause and we are working towards a resolution as quickly as possible.
Upon receiving this complaint, we reached out to Ms. and we were able to come up with a temporary solution while we await a permanent resolution from our engineers.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I ordered a Jitterbug cell phone, from Great Call because it was advertised in *** news letters and magazine.
I received the phone and ran into problems setting it up, called cs and they kept telling me they couldn't hear me. I was
talking loud enough that the people in the next units could probably hear me. I finally gave up and called for a return shipping
address (same problem) my daughter also called from her cell and land line. I finally got a shipping address and shipped it via
*** this morning.
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 anaudit of his GreatCall account.Our records show that Mr. established his account on October 12, 2019, with the directorder of a Jitterbug Smart2.Mr. contacted our Customer Service on October 17, 2019, to complete the set-up of hisnew Jitterbug Smart2 phone. We have reviewed the audio recording of this call and have foundthat there were times during the call where the customer’s line would go silent and we wereunable to hear him, which eventually lead to the call ending.On October 20, 2019, Mr. called our Customer Service to inform us that he will bereturning the phone. Our representative provided him with the address to mail the phone backand regretfully did not provide all the details of our 30-Day Return Policy.Upon receipt of this complaint, we reached out to Mr. on October 22, 2019, to completethe cancellation of his account and ensure he receives the correct refund due to him.We apologize for any inconvenience this situation may have caused.Best Regards.
After careful review of a bill (obtained services for my aunt), it became so disturbing that I made an immediate call to their office and to my dismay I was provided even more disturbing info. I was informed that I was being charged for services that I NEVER ask for NOR agreed to (why would I want your 5 star preferred when neither of my aunts family members have a cell)?
Then there was the Basic at 19.99/why would I have agreed to a service that renders "No concrete" service? Regardless of what I can actually prove or not, I will state the obvious, the charges billed for 08/27/2019-09/26/2019 are absolutely bogus/fraudulent. I can ONLY assume that this company prey on the elderly, thinking that your billing will not be reviewed nor questioned, otherwise, why would any intelligent life form believe it possible to use 275 hours during the time line mentioned (and let's not forget that we're talking about an individual over the age of 75). Having stated the obvious, I simply want what is owed me ( approximately 60.00 refund to my account OR account credit).
I have never experienced such suspect behavior from a company and I should have perhaps reviewed any/all Revdex.com reports, did my homework, particularly given the climate of the world, as well as the targeted population that we are talking about but the one thing that I am certain this company did not consider, is the fact that I am relentlessly going to pursue this fraudulent injustice to the end (until the wheels fall off their company's caravan of thieving ways)!!! I have spoken to several company employees; Andrew R, Sam, Nadia (all of which gave different reasoning relative to business policies (i.e., non provision of last names, staff id numbers, refusal to transfer to upper management, copies of billing, etc.) all of which were more than likely tactics, particularly since there were inconsistencies...
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 Ms.’s complaint and have completed a reviewof their GreatCall account.Our records show that Ms. established an account for her aunt, ***, onAugust 22, 2019 with the direct purchase of a Jitterbug Flip phone. At the time, she added a*** card ending in *** on file for automatic recurring billing of the monthly service charges. Areview of the audio recording for this call indicates that Ms. agreed to a monthly servicerate plan that included 250 airtime minutes, with access to our 5Star urgent response serviceand pay-per-use ($0.10 each) text message option, for a total of $31.99, plus taxes and fees,monthly.On September 17, 2019, an automated usage notification warning call was sent to Ms.’s Jitterbug phone to advise her that she was close to exceeding the allowed airtimeminutes for the service plan that was selected. Our system indicate that the call was receivedbut was delivered to the voicemail.On September 27, 2019, a monthly invoice was generated in the amount of $96.95, thatincluded $46.20 in airtime overage fees, and payment was charged to the card on file. Asdescribed in the User Guide packaged with the phone and as found on page 2 of each monthlyinvoice, in the Usage Charge section; “You will incur usage charges at a minimum rate of $0.35per minute if you exceed your service plan minutes.”On the same day, GreatCall received a notification that the *** ending in *** declinedpayment.On October 4, 2019, an automated usage notification warning call was sent to Ms.’sJitterbug phone to advise her that she as close to exceeding the allowed airtime minutes for theservice plan that was selected. Our system indicate that the call was received but was deliveredto the voicemail.On October 9, 2019, our system processed an automatic payment in the amount of $96.95 tothe *** ending in ***.On October 13, 2019, we received an email from Ms. regarding the charge to her cardin the amount of $96.95. We advised her that the charges included her monthly fee and
overages. We also advised her that Ms. currently had exceeded the allotted minutesand had unbilled overages. We recommended she call Customer Service to increase herservice plan.On the same day Ms. called our Customer Service to increase her plan. We discussedthe overages on her invoice for September and changed the rate plan to 750 airtime minutes,with access to our 5Star urgent response service and pay-per-use ($0.10 each) text messageoption, for a total of $34.99, plus taxes and fees, monthly.On October 15, 2019 Ms. called our Customer Service regarding the overage chargesand asked to speak with a Supervisor. The Supervisor explained what the overage chargeswere for and that since they are valid, we were unable to provide a credit.On October 16, 2019 we contacted Ms. regarding the overage charges on her account.Although the charges were valid as a courtesy, we provided her with a refund of $71.19 back toher card and provided a credit to offset the charge.On October 17, 2019, Ms. emailed us requesting to change her plan. We changed herplan to Unlimited airtime minutes and text messaging, for a total of $39.99, plus taxes and fees,monthly. The 5Star urgent response service was removed from the account.Upon receipt of this complaint from your office, we attempted contacted Ms. to confirmall issues were addressed and were unable to make contact with her. We ask that Ms.calls our Customer Service if she needs further assistance. Our Customer Service can bereached at *** between 5am and 10pm Pacific time.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 was satisfactory to me. Although the company has made retribution/credited my account, I do not understand their deception in stating their inability to contact me, although they had agreed to the request to replace monies...I feel this company is a pitfall for all the elderly and they provide services that "provide no service" 5 STAR (which I NEVER requested) and if people don't know any better they're getting taken. My aunt would NEVER use 275 hours!!! This company should be on the chopping block but I amputated their hands by getting unlimited minutes so this type of fraudulent act wont occur again. Thank you for your assistance in this matter
I purchased this service for my father who is disable after suffering a seizure and being on the floor for 2 hrs. What I thought would be beneficial was the fall detection system. If he another seizure or fall and could not help himself, I wanted him to at least be able to have someone who could provide assistance.
About a month ago, my father was out walking with his walker and got hit by a car backing out of the driveway. His head hit the blacktop and was rushed to the hospital. There was no notification from the GreatCall device that a fall had been detected nor was there a service call. He was wearing the device with the provided neck string.
I have sent several email via the website asking what would it take to trigger the device, but got no response. I would have figured that getting hit by a car and/or hitting your head on the blacktop would be enough to trigger the fall detection, but apparently not. Now the device is not functioning properly and I am disgusted with the products performance. I would not recommend this to any loved one. I feel that the device is misleading and is not what they advertised. The device was a lively Mobile Plus (***)
Hi ***, we are sorry to hear about your experience with the Lively Mobile Plus device, we hope your father is doing well. The device uses a built-in accelerometer, patented algorithms evaluate sudden changes in your body movement, in relation to your physical activity and posture, to identify falls. In the event of a fall, always press the Call Button if you do not hear the voice prompt that your fall has been detected. We would like to further assist you in this matter, can you please email us at *** with your account number, password, and a description of the issue? Or for prompt assistance, please contact our Customer Service at *** between 5am and 10pm, Pacific Time.
I purchased this service for my father who is disable after suffering a seizure and being on the floor for 2 hrs. What I thought would be beneficial was the fall detection system. If he another seizure or fall and could not help himself, I wanted him to at least be able to have someone who could provide assistance.
About a month ago, my father was out walking with his walker and got hit by a car backing out of the driveway. His head hit the blacktop and was rushed to the hospital. There was no notification from the GreatCall device that a fall had been detected nor was there a service call. He was wearing the device with the provided neck string.
I have sent several email via the website asking what would it take to trigger the device, but got no response. I would have figured that getting hit by a car and/or hitting your head on the blacktop would be enough to trigger the fall detection, but apparently not. Now the device is not functioning properly and I am disgusted with the products performance. I would not recommend this to any loved one. I feel that the device is misleading and is not what they advertised. The device was a lively Mobile Plus (***)
Hi ***, we are sorry to hear about your experience with the Lively Mobile Plus device, we hope your father is doing well. The device uses a built-in accelerometer, patented algorithms evaluate sudden changes in your body movement, in relation to your physical activity and posture, to identify falls. In the event of a fall, always press the Call Button if you do not hear the voice prompt that your fall has been detected. We would like to further assist you in this matter, can you please email us at *** with your account number, password, and a description of the issue? Or for prompt assistance, please contact our Customer Service at *** between 5am and 10pm, Pacific Time.
In September I purchased a Jitterbug flip phone for a disabled person. It is very important that her telephone works properly. When she calls me, her speech sounds garbled and I cannot hear what she is saying. This isn't because of her disability. It's because the phone doesn't work properly. Jitterbug/Great Call Inc. is aware of this problem and has been trying to solve it for months. My question is, why is the company shipping telephones that don't work properly? I've been working with customer service for three weeks. I was told an update to fix the problem would be downloaded to her phone within two weeks. At the end of two weeks, I called again. It was suggested that my friend upgrade to a smart phone! Then the customer service rep told me the problem would be resolved within two weeks with a download. I declined that approach and asked to speak to a supervisor. I told the supervisor my opinion of such an immoral business practice (supplying phones that are acknowledged to not work properly) and that I would follow up my concerns to the Great Call corporate office and to the Revdex.com. This person agreed to send another flip phone which will be shipped for receipt within two business days. Will the new phone work properly?
Hi ***, we are sorry to hear about your experience with the Jitterbug Flip phone. Thank you for bringing this to our attention. We have a team focused on identifying the cause and we are working towards a resolution as quickly as possible. We would like to further assist you in this matter, can you please email us at *** with your account number, password, and a description of the issue?
In September I purchased a Jitterbug flip phone for a disabled person. It is very important that her telephone works properly. When she calls me, her speech sounds garbled and I cannot hear what she is saying. This isn't because of her disability. It's because the phone doesn't work properly. Jitterbug/Great Call Inc. is aware of this problem and has been trying to solve it for months. My question is, why is the company shipping telephones that don't work properly? I've been working with customer service for three weeks. I was told an update to fix the problem would be downloaded to her phone within two weeks. At the end of two weeks, I called again. It was suggested that my friend upgrade to a smart phone! Then the customer service rep told me the problem would be resolved within two weeks with a download. I declined that approach and asked to speak to a supervisor. I told the supervisor my opinion of such an immoral business practice (supplying phones that are acknowledged to not work properly) and that I would follow up my concerns to the Great Call corporate office and to the Revdex.com. This person agreed to send another flip phone which will be shipped for receipt within two business days. Will the new phone work properly?
Hi ***, we are sorry to hear about your experience with the Jitterbug Flip phone. Thank you for bringing this to our attention. We have a team focused on identifying the cause and we are working towards a resolution as quickly as possible. We would like to further assist you in this matter, can you please email us at *** with your account number, password, and a description of the issue?
79 year woman who has the Greatcall, Inc. Jitterbug Flip phone and phone service. This product and the phone service is made for the elderly. The company made a computer change that resulted in the phone not working properly. Unable to use the phone as intended for incoming calls. It is a safety and service issue where paying for service not working correctly and the Company refuses to try to find options and solutions for individual customer. Had 4 or 5 calls to their customer service line and asked issue be escalated to manager/supervisor after repeated responses from customer service that just indicates that it will be fixed sometime. They provided no options or solutions to assisting the elderly person with their phone and service. I requested a replacement phone that does not have problem. They indicated it would could have same problems. I requested they send a replacement for the possibility it would function properly. They acted like they would send if it would work however there was no sincere effort (customer service Gloria and supervisor Jacob ) to actually try that as a solution. The supervisor Jacob said the problem could effect 90% of its elderly customers and (recorded line). They all said just need to wait for a fix wherever with no estimated resolution date. All the time charging customers and putting the elderly at risk with phones not working properly.
Product_Or_Service: Greatcall, Inc. Jitterbug
Account_Number:
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 Ms. ***’s complaint and have completed a review of her GreatCall account.
Our records show that Ms. established her account on June 15, 2016, with a direct purchase of a Jitterbug Flip cell phone.
Ms.’s daughter ***, contacted our Customer Service on September 16, 2019, to report that the caller ID feature on her mother’s phone was not displaying the contact name saved to the phonebook on incoming calls.
On October 7, 2019, we followed up with Ms. and her daughter, *** to advise them that we are working with our network engineers to resolve the incoming caller ID display issue.
We apologize for any inconvenience this 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 am having a very difficult time trying to manage service for the account I purchased and set up for my grandmother who is 95. We cannot hear her on the phone. “Mike” in customer service will not speak to me because he says I am not on her account. I set up the account, paid for the phone and am helping my elderly grandmother manage this device. I was not advised by “Omar” as I ordered to include myself on this account. This is ridiculous and they have lost our business.
I asked to speak to a supervisor and was not granted access to one after asking many times. Terrible customer service. Terrible phone quality.
Hello ***, we are sorry to hear about your experience and we appreciate your feedback. A review of your account shows that you were able to connect with a Supervisor, that the account has been corrected to give you full access, resolving your issue. GreatCall strives to provide the highest quality service available, calls maybe recorded for quality assurance purposes and we will have your call reviewed.
I am having a very difficult time trying to manage service for the account I purchased and set up for my grandmother who is 95. We cannot hear her on the phone. “Mike” in customer service will not speak to me because he says I am not on her account. I set up the account, paid for the phone and am helping my elderly grandmother manage this device. I was not advised by “Omar” as I ordered to include myself on this account. This is ridiculous and they have lost our business.
I asked to speak to a supervisor and was not granted access to one after asking many times. Terrible customer service. Terrible phone quality.
Hello ***, we are sorry to hear about your experience and we appreciate your feedback. A review of your account shows that you were able to connect with a Supervisor, that the account has been corrected to give you full access, resolving your issue. GreatCall strives to provide the highest quality service available, calls maybe recorded for quality assurance purposes and we will have your call reviewed.
Terrible device. Wanted to test it so I pushed the button. What sounded like a garbled automated voice answered the call. No 2 way communication to let them know it was a test. Called 800 # on phone. Customer service helped me test my device. The next day, my secondary contact person was alarmed when she got a voice mail message that I had called with emergency (more than 24 hrs later!). Primary contact never got message. This is not a reliable emergency help device! I wonder how many people pushed the button for help and died unattended!!!
Hello ***, we are sorry to hear of your experience and appreciate your feedback. The 5Star service includes a personal emergency profile where the user can list emergency contacts to be called in case of emergencies. We suggest you log on to MyGreatCall.com or call Customer Service to verify the order of your emergency contacts is listed correctly. We can be reached at *** between 5am and 10pm Pacific time.
Terrible device. Wanted to test it so I pushed the button. What sounded like a garbled automated voice answered the call. No 2 way communication to let them know it was a test. Called 800 # on phone. Customer service helped me test my device. The next day, my secondary contact person was alarmed when she got a voice mail message that I had called with emergency (more than 24 hrs later!). Primary contact never got message. This is not a reliable emergency help device! I wonder how many people pushed the button for help and died unattended!!!
Hello ***, we are sorry to hear of your experience and appreciate your feedback. The 5Star service includes a personal emergency profile where the user can list emergency contacts to be called in case of emergencies. We suggest you log on to MyGreatCall.com or call Customer Service to verify the order of your emergency contacts is listed correctly. We can be reached at *** between 5am and 10pm Pacific time.
Purchased a Jitterbug phone and plan. Received phone on 9/3/2019 and it is garbled and the volume is extremely low. when I called Great Call about this they said it was a known problem with the firmware on the phone. I was told it would be fixed in 1-3 days. Then was told it was being worked on. Then was told the order was never worked. Still working on getting a phone. This complaint is meant to address a company sending out a phone that has a known problem and never disclosing it to the consumer. How can a company get away with this? They cater to the senior community and I feel they take advantage of them not knowing about a good phone. My fathers phone is so garbled I can't even hear him. The ringer and speaker is so low I can barely hear it.
We wanted a cell phone for my wife that had 5 star in it. I ordered a flip phone from this company and it didn't work, so they sent a new one. It didn't work either. Then they sent a smart phone but did not tell me it was going to be double the price. They basically told me that keeping that phone was my only option. I feel like this was a bait and switch scenario.
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 an
audit of his GreatCall account.
Our records show that Mr.’s established his account on January 11, 2015, with the direct
order of a GreatCall Splash. On September 11, 2018, Mr. added a new line of service
with a direct order of a Jitterbug Flip cell phone. Mr. cancelled the line of service for the
GreatCall Splash on September 16, 2018.
Mr. contacted Customer Service on December 24, 2018, to request that we replace his
Jitterbug Flip phone. Although we typically require our Customer Service to conduct standard
troubleshooting steps to identify and confirm a problem, Mr. refused this assistance and
demanded that a replacement phone be sent. As a courtesy, we bypassed the troubleshooting
and issued a replacement handset.
On March 11, 2019, Mr. contacted our Customer Service to inform us that he wanted to
terminate his service. His account was set to cancel on March 16, 2019, the end of the billing
period in which the request was received.
Mr. then followed up with our Customer Service on March 14, 2019 and stated that he
was willing to try a different GreatCall product. Although his account was already set to be
closed, we extended an offer to him for a free Jitterbug Smart2 touchscreen phone. Mr.
agreed to the offer and chose to continue service with GreatCall. We correctly informed Mr.
*** that because the new handset was a smart phone it would require a data plan selection
which would increase his monthly charges. He was informed and confirmed that he understood
that his service plan would cost approximately $38.00, plus taxes and fees, monthly.
On March 18, 2019, when Mr. called to activate his Smart2 handset, he decided to close
his account and the service was ended.
Because Mr. is outside of the 30-day return period outlined in the Terms and Conditions
section of the User Guide packaged with the phone and because a review of the phone usage records shows that an average of 125 airtime minutes were used per month, we have
determined that a refund is not merited.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Re-open Cased *** I have not to talked to anyone to solve this case. Great Call has done nothing I still want a refund
To Whom It May Concern:
As described in our previous response, our records show that Mr. was outside of the 30-
day return period outlined in the Terms and Conditions section of the User Guide packaged
with the phone when his account was closed. Because he was outside of the return period and
because a review of our phone usage records show that he used an average of 125 airtime
minutes were used per month, we have determined that a refund is not merited.
We apologize for any inconvenience this situation may have caused.
Best Regards.
We wanted a cell phone for my wife that had 5 star in it. I ordered a flip phone from this company and it didn't work, so they sent a new one. It didn't work either. Then they sent a smart phone but did not tell me it was going to be double the price. They basically told me that keeping that phone was my only option. I feel like this was a bait and switch scenario.
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 an
audit of his GreatCall account.
Our records show that Mr.’s established his account on January 11, 2015, with the direct
order of a GreatCall Splash. On September 11, 2018, Mr. added a new line of service
with a direct order of a Jitterbug Flip cell phone. Mr. cancelled the line of service for the
GreatCall Splash on September 16, 2018.
Mr. contacted Customer Service on December 24, 2018, to request that we replace his
Jitterbug Flip phone. Although we typically require our Customer Service to conduct standard
troubleshooting steps to identify and confirm a problem, Mr. refused this assistance and
demanded that a replacement phone be sent. As a courtesy, we bypassed the troubleshooting
and issued a replacement handset.
On March 11, 2019, Mr. contacted our Customer Service to inform us that he wanted to
terminate his service. His account was set to cancel on March 16, 2019, the end of the billing
period in which the request was received.
Mr. then followed up with our Customer Service on March 14, 2019 and stated that he
was willing to try a different GreatCall product. Although his account was already set to be
closed, we extended an offer to him for a free Jitterbug Smart2 touchscreen phone. Mr.
agreed to the offer and chose to continue service with GreatCall. We correctly informed Mr.
*** that because the new handset was a smart phone it would require a data plan selection
which would increase his monthly charges. He was informed and confirmed that he understood
that his service plan would cost approximately $38.00, plus taxes and fees, monthly.
On March 18, 2019, when Mr. called to activate his Smart2 handset, he decided to close
his account and the service was ended.
Because Mr. is outside of the 30-day return period outlined in the Terms and Conditions
section of the User Guide packaged with the phone and because a review of the phone usage records shows that an average of 125 airtime minutes were used per month, we have
determined that a refund is not merited.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Re-open Cased *** I have not to talked to anyone to solve this case. Great Call has done nothing I still want a refund
To Whom It May Concern:
As described in our previous response, our records show that Mr. was outside of the 30-
day return period outlined in the Terms and Conditions section of the User Guide packaged
with the phone when his account was closed. Because he was outside of the return period and
because a review of our phone usage records show that he used an average of 125 airtime
minutes were used per month, we have determined that a refund is not merited.
We apologize for any inconvenience this situation may have caused.
Best Regards.
The Jitterbug phone I purchased was very easy to use. BUT, I had it for 3 weeks and could not use it because Great Call was having to make a switch to be able to use Verizon towers. Any call I made the recipient could not understand me. I don't think they should be allowed to sell phones that are unusable from the moment of purchase (8/14/19) until the date of return (9/9/19).
Re:
Joni Hurley_ Account 3***
To Whom It May Concern:On behalf of Best
Buy Health, Inc. dba GreatCall (“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 Ms. Hurley’s complaint and have completed a review
of her GreatCall account. Our records
show Ms. *stablished her service on August 14, 2019, with the direct
order of a Jitterbug Flip phone. The order consisted of the Jitterbug Flip
phone for $99.99, a one-time service activation fee of $35.00, and a
non-refundable shipping fee of $10.00, plus taxes and fees. A total of $158.85
was collected from a MasterCard ending in 7896.On September 7,
2019, Ms. contacted our Customer Service to close her account due to
audio issues. We offered a $20.00 courtesy credit and to send an update to the
phone which would take 7-10 days to complete. Ms. agreed and kept her
account active. On September 9,
2019, Ms. contacted our Customer Service to close her account. Per her
request, the account was closed the same day. A refund was issued
on September 16, 2019 in the amount of $136.40. As described in the 30-Day
Return policy that is printed in the Terms and Conditions section of the User
Guide packaged with the phone, a $10.00 restocking fee, the non-refundable
$10.00 shipping fee from the original order, and any applicable taxes were
retained from the original order. A copy of our 30-Day Return Policy is also
posted to our website, https://www.greatcall.com/legal/guarantee.We apologize
for any inconvenience this situation may have caused.Best Regards
My parents (83 and 87 yrs old) wanted a simple phone for emergencies. We bought the jitterbug flips and have used Great Call for 4-5 yrs. Everything was fine until my dad's phone died. We got the newer flip phone in early June and it still IS NOT usable. I cannot understand a word he says. Called Great Call/Jitterbug CS many times and there comments were "we will send a software update out" "blow in the speaker to try and clear dust out" "we will escalate your update", you will be priority and phone should be updated by (day). Well, after several "phone should be updated by.." the phone is still useless. We are currently facing Hurricane Dorian. My 87 year old dad was out trying to get necessities and he call's me from his phone. I had no idea what he was saying. Did he need help, was he stranded, etc. As a side note, they won't send you a new phone because they supposedly have the same problem. It also does not take 4 months to send a software update out to these phones. Jitterbug/Great call should be ashamed of their deceptive practices.
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 Ms. ***’s complaint and have completed a review
of Mr.’s GreatCall account.
Our records show that Mr. established his account on September 13, 2015, with the activation
of two Jitterbug5 cell phones purchased from a retail location.
On June 5, 2019, Ms. *** and her father Mr. called to replace the original Jitterbug5
phone, attached to his specific line of service, with a Jitterbug Flip model phone purchased from a retail
location.
Ms. followed up with our Customer Service on June 29, 2019, stating that there was an audio
issue with her father’s phone and that she was unable to understand him. At that time, we advised her
of an upcoming software/firmware update that should correct the issue. We asked that they keep the
phone charged and powered on so that it could receive the update.
Ms. has called several more times regarding the update as there has been no change to the
audio issue. As a result, the issue was escalated to our Engineering team for further review.
After a technical review, we were able to determine that the update failed to reach the phone and have
resent the update over the air to the phone. On September 4, 2019, we spoke with Ms. and
explained that the phone should receive the update in the next seven to ten days. We advised her that
we would monitor the update and call her with any additional information. We again asked that they
keep the phone charged and powered on so that the update can be received. We also advised them that
if after ten days there is no improvement to the audio, to please call and let us know. We will continue
to work with Ms. to resolve the issue.
We apologize for any inconvenience this may have caused.
Best Regards
On or about July 9th I received a Great Call Jitterbug device. After using it for one week I decided I did not like the phone. I called Great Call to return the device. They said I would receive a pre-paid shipping envelope within 7-10 business days and to ship it back for my refund on the device. I have since called 5 times to follow up and each time they said that they will ship another envelope. They have my correct address and information. Meanwhile, my refund is delayed because they cannot provide me with the envelope to ship it in. I am a 92 year old WWII veteran and would just like to return the phone and receive my refund.
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 Mr.’s complaint and have completed a review of his GreatCall account.
Our records show that Mr. established his account on June 27, 2019, with the direct purchase of a Jitterbug Smart2 phone for $111.99 and a one-time service activation fee of $35.00, plus tax. A total of $157.16 was charged to a Visa card ending in 3161.
On July 23, 2019, Mia ***, an authorized user on Mr.’s account, called to end the service on his behalf. As requested, we disconnected the account and offered a shipping label to return the Jitterbug Smart2 phone. Unfortunately, the shipping label request was denied as we typically do not cover the return cost for 30-Day Returns.
As outlined in the Customer Agreement that is printed in the User Guide packaged with the phone and posted to our website, ***, approved returns must be shipped back at the customer’s expense in the original packaging.
On August 30, 2019, Mia *** contacted us via our company *** page regarding the pending refund request. Although Mr. has not returned the Jitterbug Smart2 to us as required, we have processed a full refund of $157.16 as a courtesy. In addition, we have sent a return shipping label to the address confirmed by Ms..
We apologize for any inconvenience this situation may have caused.
Best Regards.
Revdex.com:
Great Calls response is not accurate to what had happened but after more than 4 attempts, I have finally received my shipping label and will be returning the phone. 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
In mid-July I called GC and specifically asked if I could order the Jitterbug and keep the same number I'd had with my flip phone from ***. I was assured I could so I ordered it and paid for expedited shipping.
When it arrived it had an unfamiliar number.
7/22 -- I called GC and cancelled my account and asked for an authorization number to return their phone. The rep,"Tina", offered to send me a prepaid shipping label that would arrive in a few days, but did not give me an authorization #. She assured me the only return charge would be $10.00 for restocking subtracted from my full amount of $204.70. (This amount was not itemized).
7/29 -- no shipping label arrived. Called GC to find out why. "Chris" did not know. I asked to speak to someone in GCs complaint dept. Chris said there was not a dept. like that, but he would email someone about my problem.
8/4 -- no shipping label arrived. Called GC again. "Emily" assured me the label would arrive by August 12th. I asked for a supervisor for verification. "Jessica G" verified my prepaid shipping label would arrive on the 12th. She also assured me I have a 60 day extension on returning the Jitterbug. I asked for an email confirmation of the extension. Ms. G said she could not to that. but would have "Care Operations" contact me about it.
8/19 -- no shipping, no word from Care Operations
Complaints: 1. No follow through from GC for a month; they are delaying my refund.
2. No communication from management about return extension. 3. No itemizing of purchase.
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 Ms.’ complaint and have completed a reviewof their GreatCall account.
Our records show that Ms. established her service on July 15, 2019 with the directpurchase of a Jitterbug Smart2 phone for $149.99, a Jitterbug Smart2 active case for $19.99and a $20.00 expedited shipping charge, plus tax. A total of $204.70 was charged to a*** ending in ***.
On July 17, 2019, Ms. called our Customer Service to ask why her previous phonenumber was not assigned to the phone. We advised her that a request to transfer her previousphone number had not been submitted and that she would need to provide us with the specificinformation listed on file with her pervious carrier in order for us to initiate the request. Shechose not to transfer her existing phone number and stated she would return the JitterbugSmart2 phone for a refund. Ms. then disconnected the call before we were able toprovide a solution.
On July 22, 2019, Ms. called our Customer Service to disconnect her account and weprocessed her request. As a courtesy, we advised Ms. we would send a returnshipping label to recover the Jitterbug Smart2 handset.
On July 29, 2019, Ms. called our Customer Service to check on the status of the returnshipping label. At that time, we advised her the request was still pending.
On August 4, 2019, Ms. called our Customer Service to again inquire on the status ofthe return shipping label and we again advised her the request was still pending. Ms.then asked to speak with a Customer Service Supervisor and she was advised that she shouldreceive the return shipping label by August 12, 2019. Although Ms. was concernedabout the timeframe of her return, we show that her account was cancelled within the first 30days and therefore no return period extension was necessary. Nonetheless, our Supervisorassured Ms. that we had extended the 30 day return period so that she would not beconcerned about qualifying for a refund.
Upon receipt of this complaint, we attempted to contact Ms. by phone to facilitate thereturn of the phone but we were unable to make contact with her. We have mailed a returnshipping label to her home address for return the Jitterbug Smart2 and have issued a full refund
of the initial order. The refund should post to Ms.’ *** within the next 3-5business days.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I'm rejecting GCs reply because they have assigned the wrong Mastercard to me -- I have no card ending in ***. Now, I'm concerned that someone else may have MY card number. My financial
institution suggests I cancel my card and get a new one.
It does not surprise me that GC neglects to acknowledge the failure of customer service to follow through with their assurances of August 12, but this development is surprising and alarming.
'm asking GC to follow through with their offer of a full refund, but IN THE FORM OF A CHECK. I'm also asking that it be sent out in a timely manner, no later than the end of this month.
Re: Annette ***_ Account 3427399_ 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 response to Ms.’ additional comments.
Upon further review of the account, we see that we inadvertently provided the incorrect last four digits of the *** used in our previous response. Our records indicate the card used was a *** ending in *** and we can confirm that Ms.’ card information has not been added to any other account in error.
The refund in full was provided to the *** on file ending in *** on August 22, 2019. We ask that Ms. please checks with her credit card company to verify the refund was received.
We apologize for any inconvenience this situation may have caused.
Best Regards.