Great Call Reviews (%countItem)
Great Call Rating
Address: PO Box 4428, Carlsbad, California, United States, 92018-4428
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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.
There is no cell phone number, that is why I put ***. Also, my daughter is typing this for me because I have difficulty seeing. I'm 83, have ***. In late January 2019 I ordered over the phone a Jitterbug Flip phone. I asked the person repeatedly if the phone would work in my area and he guaranteed that it would. I received phone #1 later in the mail and tried to activate it and it would not work. I called the company and they said they would send me a box to return it and once they received the phone they would send me a new one. I returned phone #1 as soon as I received the box. I then later received phone #2 in the mail. I tried to use phone #2 and it would not work. I had my daughter take a look at it the next day when she stopped in and she said that there was nothing wrong with the phone, that I just had no service at all, so the phone would not work. I returned phone #2 to the company and they received it in March 2019. The company still charged me $129.20 on my credit card for the phone which I disputed with my credit card company. They found the dispute to be valid and credited me $129.20 in March 2019. I never heard any more about it until the other day when I received a letter dated August 6, 2019 from GreatCall, Inc. ***, telephone # ***, account #*** saying I owed them $129.20 and "your account has been placed with this office for collection". I called them at 6:55 PM August 13, 2019 and spoke with Fernando who said I didn't return the phone within their 30 day policy (which I did) and that I owed $129.20 and it didn't matter if I could use it or not.
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 Ms. complaint and have completed a review of her GreatCall account.
Our records show that Ms. established her account on December 31, 2018 with a direct purchase of a Jitterbug Flip phone.
On January 10, 2019, Ms. contacted our Customer Service to report that she was hearing a beeping sound while charging the phone. Because we were not able to identify the cause of the problem at that time, we issued a replacement.
On January 14, 2019, Ms. contacted our Customer Service to activate the replacement phone. After several attempts to activate it, we determined that there was not sufficient coverage at Ms. service address to complete the activation of the phone. Per Ms. request the account was then closed.
On March 8, 2019, we received a chargeback dispute from Ms. Visa card issuer and the funds for the original order were returned to Ms.. At that time, we had not issued a refund for the original order because neither of the phones sent to Ms. had been returned to us as required in our 30-Day Return Policy.
On March 15, 2019, we received the return of the original phone sent to Ms. but did not show receipt of the replacement. As such, the cost of the original order was referred to collections.
Although we do not show receipt of the replacement phone that we issued to Ms. and she was not able to provide tracking information for the return, we will waive the unpaid balance of $129.20 for the cost of the phone and adjust the balance to zero.
We apologize for any inconvenience this situation may have caused.
Best Regards.
There is no cell phone number, that is why I put ***. Also, my daughter is typing this for me because I have difficulty seeing. I'm 83, have ***. In late January 2019 I ordered over the phone a Jitterbug Flip phone. I asked the person repeatedly if the phone would work in my area and he guaranteed that it would. I received phone #1 later in the mail and tried to activate it and it would not work. I called the company and they said they would send me a box to return it and once they received the phone they would send me a new one. I returned phone #1 as soon as I received the box. I then later received phone #2 in the mail. I tried to use phone #2 and it would not work. I had my daughter take a look at it the next day when she stopped in and she said that there was nothing wrong with the phone, that I just had no service at all, so the phone would not work. I returned phone #2 to the company and they received it in March 2019. The company still charged me $129.20 on my credit card for the phone which I disputed with my credit card company. They found the dispute to be valid and credited me $129.20 in March 2019. I never heard any more about it until the other day when I received a letter dated August 6, 2019 from GreatCall, Inc. ***, telephone # ***, account #*** saying I owed them $129.20 and "your account has been placed with this office for collection". I called them at 6:55 PM August 13, 2019 and spoke with Fernando who said I didn't return the phone within their 30 day policy (which I did) and that I owed $129.20 and it didn't matter if I could use it or not.
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 Ms. complaint and have completed a review of her GreatCall account.
Our records show that Ms. established her account on December 31, 2018 with a direct purchase of a Jitterbug Flip phone.
On January 10, 2019, Ms. contacted our Customer Service to report that she was hearing a beeping sound while charging the phone. Because we were not able to identify the cause of the problem at that time, we issued a replacement.
On January 14, 2019, Ms. contacted our Customer Service to activate the replacement phone. After several attempts to activate it, we determined that there was not sufficient coverage at Ms. service address to complete the activation of the phone. Per Ms. request the account was then closed.
On March 8, 2019, we received a chargeback dispute from Ms. Visa card issuer and the funds for the original order were returned to Ms.. At that time, we had not issued a refund for the original order because neither of the phones sent to Ms. had been returned to us as required in our 30-Day Return Policy.
On March 15, 2019, we received the return of the original phone sent to Ms. but did not show receipt of the replacement. As such, the cost of the original order was referred to collections.
Although we do not show receipt of the replacement phone that we issued to Ms. and she was not able to provide tracking information for the return, we will waive the unpaid balance of $129.20 for the cost of the phone and adjust the balance to zero.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I was gifted a new Jitterbug smartphone to replace my Jitterbug flip for Christmas 2016. I used the phone for a few months, but decided to transfer service back to my more familiar Jitterbug flip. GreatCall informed me that my flip phone was too old to reactivate, so I purchased a new Jitterbug flip phone. It has since stopped working, so I decided to give the Jitterbug smartphone another try. When I attempted to transfer service to the Jitterbug smartphone, I was informed that the Jitterbug Smart phone was too old to activate, but was offered the chance to buy a Jitterbug Smart 2. For a company that alleges to be the best cellular service for senior citizens, it is unfathomable that a cell phone less than three years old is completely obsolete, not to mention a cellular device purchased in 2017 that is no longer working in 2019. This company is taking advantage of senior citizens!
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 Ms.’ complaint and have completed a review of her GreatCall account.
Our records show that Ms.’ established her account on November 03, 2009 with the direct purchase of a Jitterbug J phone.
Ms.’ contacted us on December 26, 2016 to activate a Jitterbug Smart phone. As requested, we processed the equipment change and walked her through activation of the new phone.
Ms.’ followed up with us on July 3, 2017 and ordered a Jitterbug Flip phone.
On August 11, 2019, Ms. contacted us requesting to reactivate her Jitterbug Smart phone. Unfortunately, we inadvertently advised Ms. we were not able to reconnect her Jitterbug Smart phone based on system updates.
Due to planned system and network changes, new activations cannot be accepted for the Jitterbug Smart phone. However, because Ms. has an existing line of service with us, we will be able to reactivate her Jitterbug Smart phone with the same phone number that she currently uses.
Upon receiving this complaint, we have tried to reach Ms. to process the transfer to her Jitterbug Smart phone but we were not able to make contact with her.
To reactivate her Jitterbug Smart phone, Ms. can contact our Customer Service at *** between 5AM and 8PM, Pacific Time or she can email us at *** with the account number, password, and description of the request.
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
The device has never worked as advertised for the 2 + years that I have had the device. I've been calling them for tech support over the past 2 years. One time it was a faulty charger, then GPS tracking didn't work (they never knew where I was), the APP was useless, etc. A few months ago, I contacted them about the unit not working. After over an hour, and 7 tries resetting the device, it started working again. The excuse was that it may have been due to an 'electrical outage'. Fast forward to this past Monday (8/5/19), I called customer service for help as the device had not been working for a few days. The customer service woman who answered was the rudest person I have ever had to deal with.. so impatient - I dreaded having to call back. Fast forward to today, 8/9/19 - after a full night of trying to charge the device (already having troubleshooted - all outlets worked, charger worked, nothing else to do) - and seeing the green charge light lit up all night - when I took the device off this morning - it lasted a whole 30 seconds before dying on me. So I called customer service, prayed to not get the same person. Got a very lovely woman, whom I know sympathized with me. I thought I would have been transferred to tech support - but it appears that now they don't do that. Sounds like tech support can't help anyone.
1. The company is deceptive. They falsely advertise a device and app (for on the go) that works - and it does not.
2. It has known about this problem for a while now (few months I was told) but done nothing to notify customers. So I walked around for over a week with NO SERVICE whatsoever (some bad service at least was better than NONE) without knowing.
3. The only remedy they will offer is a flip phone. Which no one wants.
If Revdex.com doesn't downgrade this company due to deceptive business practices, I will never trust Revdex.com ratings or Revdex.com again.
This is a disgrace - a device that's suppose to help save lives. I want a full REFUND for the past 2 years.
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.’ complaint and have completed an audit of her GreatCall
account.
Our records show that Ms. established her account on January 1, 2018, with the
activation of a Lively Mobile device purchased from a retail location.
A review of Ms.’ account indicates that we correctly addressed each of her inquiries to
our Customer Service within a fair and reasonable timeframe, most often within the same day.
On August 9, 2019, Ms. contacted our Customer Service to advise us that her Lively
Mobile device battery life was quickly draining after a full charge. Although we determined that
Ms. device was no longer functioning properly, we were unable to issue a replacement
at that time. As an alternative, we offered to send her a free Jitterbug Flip phone, with the 5Star
Urgent Response service available via a dedicated button on the phone’s key pad. Ms.
declined the offer and requested that her account be cancelled.
On August 13, 2019, we attempted to contact Ms. to inform her that we were able to
recover a limited number of Lively Mobile devices from our retail store partners and that we
would like to offer her one as a replacement for her previous device. Regretfully, we were not
able to make contact with her and her account remains closed at this time.
Should Ms. wish to accept our replacement device offer and reconnect her account, she
can leave us a voicemail message at (866) 490-0808 with her full name, account number, the
best phone number to reach her at and the best time of day for us to contact her. As a
courtesy, we will apply 2 free months of service should she return.
We apologize for any inconvenience this situation may have caused.
Best Regards.
First of all, It is false that I contacted them to advise that the device was quickly draining after a full charge. I told them that I knew the device had not been working correctly, and had tested it by charging overnight for a couple of nights and the minute it was taken off the charger, it would die within 2 minutes. The first time I called the customer service rep treated me as if I was a child, cutting me off as I spoke and telling that if the green light was on - then it was charging. I tried to explain that it kept dying and she told me to call back another day.
Secondly, the company already knew that they were recalling their devices (including the older ones) because they were NOT WORKING. I never received a recall notification. Why is that? I never received a call, why is that? I kept getting charged though, why is that?
Third, yes, they did offer me a flip-phone. Why? Because none of the existing devices worked. They are ALL on recall including the NEW one that is "COMING SOON". Why would I want a flip phone if what a 77 year old woman needs is a device with an easy touch 1 press button. I don't need a flip phone. I actually take offense to that comment that the 'solution' was to offer me a flip phone and I declined. How about … you denied me a customer right to advise of a potential dangerous situation - I used a RECALLED device and could have falsely thought I would have been taken care of if I did press the button in the case of an emergency. I am offended, appalled and disgusted at the service by this company. The cover up now is just so disturbing.
Finally, I want my money back. You have a record , and go ahead and pull it up and provide it to Revdex.com of all the 'help CALLS" I made via the device or on the phone to get this thing working. It have never provided me with what it advertised, only a FALSE SENSE OF SECURITY.
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.’ additional comments.
As described in our previous response, our records show that Ms. used a Lively Mobile
during her time with Greatcall. This particular model is not, and has not at any time, been
subject to a recall, voluntary or otherwise.
On May 5, 2019, we initiated a voluntary recall of the newer Lively Mobile Plus device because
we identified a manufacturing quality issue in a limited number of the devices. As such, we only
contacted those individuals who were directly affected by the product recall because they were
using that specific device model. Because this voluntary recall did not affect users with existing
Lively Mobile devices, those customers were not contacted.
Although Ms. was not affected by the Lively Mobile Plus recall, as a one-time courtesy
we will refund two additional months of service charges back to the Visa credit or debit card
ending in 5343.
We apologize for any inconvenience this situation may have caused.
Best Regards.
It is interesting how long it took to get a response back. Either the company was hoping I’d give up, or they are so consumed with so many other complaints.The fact that the company tried to send me a ‘Jitterbug’ instead of the device I was currently using (they claimed to be out), but then miraculously found a replacement device after I filed a complaint with Revdex.com should raise a BIG RED FLAG.The Revdex.com should investigate and reevaluate their rating of this company. It knowingly did not inform customers of a defective, non working device and tried to replace defective devices with another product requiring potential additional costs by the customer.If their rating remains A+, then I will no longer trust Revdex.com ratings. This is a prime example of why not to.I will join that class action lawsuit coming. I want nothing to do with Great call. I am with a new company with fantastic customer service and a device that works and works well! I wasted my money on Great call.
The device has never worked as advertised for the 2 + years that I have had the device. I've been calling them for tech support over the past 2 years. One time it was a faulty charger, then GPS tracking didn't work (they never knew where I was), the APP was useless, etc. A few months ago, I contacted them about the unit not working. After over an hour, and 7 tries resetting the device, it started working again. The excuse was that it may have been due to an 'electrical outage'. Fast forward to this past Monday (8/5/19), I called customer service for help as the device had not been working for a few days. The customer service woman who answered was the rudest person I have ever had to deal with.. so impatient - I dreaded having to call back. Fast forward to today, 8/9/19 - after a full night of trying to charge the device (already having troubleshooted - all outlets worked, charger worked, nothing else to do) - and seeing the green charge light lit up all night - when I took the device off this morning - it lasted a whole 30 seconds before dying on me. So I called customer service, prayed to not get the same person. Got a very lovely woman, whom I know sympathized with me. I thought I would have been transferred to tech support - but it appears that now they don't do that. Sounds like tech support can't help anyone.
1. The company is deceptive. They falsely advertise a device and app (for on the go) that works - and it does not.
2. It has known about this problem for a while now (few months I was told) but done nothing to notify customers. So I walked around for over a week with NO SERVICE whatsoever (some bad service at least was better than NONE) without knowing.
3. The only remedy they will offer is a flip phone. Which no one wants.
If Revdex.com doesn't downgrade this company due to deceptive business practices, I will never trust Revdex.com ratings or Revdex.com again.
This is a disgrace - a device that's suppose to help save lives. I want a full REFUND for the past 2 years.
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.’ complaint and have completed an audit of her GreatCall
account.
Our records show that Ms. established her account on January 1, 2018, with the
activation of a Lively Mobile device purchased from a retail location.
A review of Ms.’ account indicates that we correctly addressed each of her inquiries to
our Customer Service within a fair and reasonable timeframe, most often within the same day.
On August 9, 2019, Ms. contacted our Customer Service to advise us that her Lively
Mobile device battery life was quickly draining after a full charge. Although we determined that
Ms. device was no longer functioning properly, we were unable to issue a replacement
at that time. As an alternative, we offered to send her a free Jitterbug Flip phone, with the 5Star
Urgent Response service available via a dedicated button on the phone’s key pad. Ms.
declined the offer and requested that her account be cancelled.
On August 13, 2019, we attempted to contact Ms. to inform her that we were able to
recover a limited number of Lively Mobile devices from our retail store partners and that we
would like to offer her one as a replacement for her previous device. Regretfully, we were not
able to make contact with her and her account remains closed at this time.
Should Ms. wish to accept our replacement device offer and reconnect her account, she
can leave us a voicemail message at (866) 490-0808 with her full name, account number, the
best phone number to reach her at and the best time of day for us to contact her. As a
courtesy, we will apply 2 free months of service should she return.
We apologize for any inconvenience this situation may have caused.
Best Regards.
First of all, It is false that I contacted them to advise that the device was quickly draining after a full charge. I told them that I knew the device had not been working correctly, and had tested it by charging overnight for a couple of nights and the minute it was taken off the charger, it would die within 2 minutes. The first time I called the customer service rep treated me as if I was a child, cutting me off as I spoke and telling that if the green light was on - then it was charging. I tried to explain that it kept dying and she told me to call back another day.
Secondly, the company already knew that they were recalling their devices (including the older ones) because they were NOT WORKING. I never received a recall notification. Why is that? I never received a call, why is that? I kept getting charged though, why is that?
Third, yes, they did offer me a flip-phone. Why? Because none of the existing devices worked. They are ALL on recall including the NEW one that is "COMING SOON". Why would I want a flip phone if what a 77 year old woman needs is a device with an easy touch 1 press button. I don't need a flip phone. I actually take offense to that comment that the 'solution' was to offer me a flip phone and I declined. How about … you denied me a customer right to advise of a potential dangerous situation - I used a RECALLED device and could have falsely thought I would have been taken care of if I did press the button in the case of an emergency. I am offended, appalled and disgusted at the service by this company. The cover up now is just so disturbing.
Finally, I want my money back. You have a record , and go ahead and pull it up and provide it to Revdex.com of all the 'help CALLS" I made via the device or on the phone to get this thing working. It have never provided me with what it advertised, only a FALSE SENSE OF SECURITY.
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.’ additional comments.
As described in our previous response, our records show that Ms. used a Lively Mobile
during her time with Greatcall. This particular model is not, and has not at any time, been
subject to a recall, voluntary or otherwise.
On May 5, 2019, we initiated a voluntary recall of the newer Lively Mobile Plus device because
we identified a manufacturing quality issue in a limited number of the devices. As such, we only
contacted those individuals who were directly affected by the product recall because they were
using that specific device model. Because this voluntary recall did not affect users with existing
Lively Mobile devices, those customers were not contacted.
Although Ms. was not affected by the Lively Mobile Plus recall, as a one-time courtesy
we will refund two additional months of service charges back to the Visa credit or debit card
ending in 5343.
We apologize for any inconvenience this situation may have caused.
Best Regards.
It is interesting how long it took to get a response back. Either the company was hoping I’d give up, or they are so consumed with so many other complaints.The fact that the company tried to send me a ‘Jitterbug’ instead of the device I was currently using (they claimed to be out), but then miraculously found a replacement device after I filed a complaint with Revdex.com should raise a BIG RED FLAG.The Revdex.com should investigate and reevaluate their rating of this company. It knowingly did not inform customers of a defective, non working device and tried to replace defective devices with another product requiring potential additional costs by the customer.If their rating remains A+, then I will no longer trust Revdex.com ratings. This is a prime example of why not to.I will join that class action lawsuit coming. I want nothing to do with Great call. I am with a new company with fantastic customer service and a device that works and works well! I wasted my money on Great call.
I've tried several times to cancel my service. On hold first time for an hour. On second try I reached someone, canceled my service, but have continued receiving bills. I disputed the payments with my credit card company, which decided in my favor, but Great Call simply re-charged me for the non-payment.
This company is scamming its customers. Once you sign up - you can't stop the service! Buyer beware!
Hi , we are sorry to hear of your recent experience and we appreciate your feedback. All calls are answered in the order they are received and although hold times vary, most calls are answered within a few minutes. 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. Although cancellations are effective immediately, we don’t bill for partial months; therefore, you’ll be charged for the entire month. To cancel your service, please contact our Customer Service Department at *** between 5 am – 8 pm PST, Mon – Sat.
I've tried several times to cancel my service. On hold first time for an hour. On second try I reached someone, canceled my service, but have continued receiving bills. I disputed the payments with my credit card company, which decided in my favor, but Great Call simply re-charged me for the non-payment.
This company is scamming its customers. Once you sign up - you can't stop the service! Buyer beware!
Hi , we are sorry to hear of your recent experience and we appreciate your feedback. All calls are answered in the order they are received and although hold times vary, most calls are answered within a few minutes. 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. Although cancellations are effective immediately, we don’t bill for partial months; therefore, you’ll be charged for the entire month. To cancel your service, please contact our Customer Service Department at *** between 5 am – 8 pm PST, Mon – Sat.
OMG Unbelievable! So disappointed in this company. The Great Call button I purchased 3 years ago for my elderly mother who lives with me has worked fairly well, once and awhile it would lose the gps signal and we would call and get it relinked. Today, my mom says that the button wasn't working, it wasn't flashing like it normally does. I called customer service and they say, yes, we're not making them anymore, we're having problems and would you like to buy a jitterbug flip phone instead? I said what if no one noticed that there wasn't a flashing light and an emergency occurred while I was out of the house? My mother wouldn't be able to contact anyone! When were you going to let us know? You certainly continued to charge us monthly for a faulty product! This is unacceptable and something should be done about it.
Hello ***, we are sorry to hear about your recent experience. We’d like to take a closer look into what occurred when you tried to use the device. Please contact us at *** with your account information so we can gather more details regarding your experience. Although we discovered a quality issue with a limited number of our most recent device, the Lively Mobile Plus, no other GreatCall products or services are affected. Because our customer’s safety is our top priority, once we discovered this potential issue we immediately began efforts to reach all affected customers by phone, email and mail.
OMG Unbelievable! So disappointed in this company. The Great Call button I purchased 3 years ago for my elderly mother who lives with me has worked fairly well, once and awhile it would lose the gps signal and we would call and get it relinked. Today, my mom says that the button wasn't working, it wasn't flashing like it normally does. I called customer service and they say, yes, we're not making them anymore, we're having problems and would you like to buy a jitterbug flip phone instead? I said what if no one noticed that there wasn't a flashing light and an emergency occurred while I was out of the house? My mother wouldn't be able to contact anyone! When were you going to let us know? You certainly continued to charge us monthly for a faulty product! This is unacceptable and something should be done about it.
Hello ***, we are sorry to hear about your recent experience. We’d like to take a closer look into what occurred when you tried to use the device. Please contact us at *** with your account information so we can gather more details regarding your experience. Although we discovered a quality issue with a limited number of our most recent device, the Lively Mobile Plus, no other GreatCall products or services are affected. Because our customer’s safety is our top priority, once we discovered this potential issue we immediately began efforts to reach all affected customers by phone, email and mail.
I have had this phone service since June 2018. I have sometimes had to pay it late. They never shut me off. I have always paid them. I was late again recently. They never told me a date when I would be shut off. I planned to pay them on Aug 1st. My husband and I are on a fixed income. They shut my service off today. The service itself has been pretty bad on and off, various different features of the service didn't work right at times, but because they seemed to be a new company I tried to support them. I don't feel they treated me right by shutting my service off today. I called them twice and they told me they refused to work with me on what I owe and that the only way I could get the service back on would be to pay the amount past due. I told them when I could pay it which would be on Aug 1st. They said they wouldn't be able to put my phone back on till that date then. It's only 7 days away. It's the only phone my husband and I have for emergencies even. They said I needed to have made arrangements with them before the service got shut off to keep the service on. They never told me that prior to this. They never gave me a date either when the service would be shut off, they just shut it off.
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 their GreatCall account.
Our records indicate that Ms. established service on June 28, 2018, with the activation
of a Jitterbug Flip cell phone via our website. At that time, she chose a 200-minute plan for
$14.99 a 300-text messaging bundle for $3.00 and voicemail for $3.00, plus applicable taxes
and fees, monthly.
Ms. called our Customer Service on February 2, 2019, to upgrade her service plan to
our Unlimited Minutes plan for $49.99, enrolled in access to our Check-in Call service for $4.00
and enrollment in our Handset Replacement Option for $4.00, plus applicable taxes and fees,
monthly.
Prior to suspending Ms. service for non-payment on June 24.2019, we sent several
Usage Notification warning calls to the Jitterbug phone and mailed past due and suspension
notices to the billing address on file. When Ms. called our Customer Service for
assistance with reconnecting the phone, we advised her that the past due balance of $134.73,
representing two months of service, was due and offered to accept a payment over the phone.
We further advised her that when an account becomes 30-days past due the service is
suspended.
A recent payment for the past due balance of $134.73 was received via our website on June 29,
2019, bringing the account to a $0.00 balance and restoring service.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I have had this phone service since June 2018. I have sometimes had to pay it late. They never shut me off. I have always paid them. I was late again recently. They never told me a date when I would be shut off. I planned to pay them on Aug 1st. My husband and I are on a fixed income. They shut my service off today. The service itself has been pretty bad on and off, various different features of the service didn't work right at times, but because they seemed to be a new company I tried to support them. I don't feel they treated me right by shutting my service off today. I called them twice and they told me they refused to work with me on what I owe and that the only way I could get the service back on would be to pay the amount past due. I told them when I could pay it which would be on Aug 1st. They said they wouldn't be able to put my phone back on till that date then. It's only 7 days away. It's the only phone my husband and I have for emergencies even. They said I needed to have made arrangements with them before the service got shut off to keep the service on. They never told me that prior to this. They never gave me a date either when the service would be shut off, they just shut it off.
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 their GreatCall account.
Our records indicate that Ms. established service on June 28, 2018, with the activation
of a Jitterbug Flip cell phone via our website. At that time, she chose a 200-minute plan for
$14.99 a 300-text messaging bundle for $3.00 and voicemail for $3.00, plus applicable taxes
and fees, monthly.
Ms. called our Customer Service on February 2, 2019, to upgrade her service plan to
our Unlimited Minutes plan for $49.99, enrolled in access to our Check-in Call service for $4.00
and enrollment in our Handset Replacement Option for $4.00, plus applicable taxes and fees,
monthly.
Prior to suspending Ms. service for non-payment on June 24.2019, we sent several
Usage Notification warning calls to the Jitterbug phone and mailed past due and suspension
notices to the billing address on file. When Ms. called our Customer Service for
assistance with reconnecting the phone, we advised her that the past due balance of $134.73,
representing two months of service, was due and offered to accept a payment over the phone.
We further advised her that when an account becomes 30-days past due the service is
suspended.
A recent payment for the past due balance of $134.73 was received via our website on June 29,
2019, bringing the account to a $0.00 balance and restoring service.
We apologize for any inconvenience this situation may have caused.
Best Regards.
After activation did not use the service. My grandfather stated he called to cancel, which they claim they have no record of. We had absolutely NO USE of the service- The SIM was removed and no minutes used. We kept getting bills and called support. After speaking with support, they said that the charges are billed in advance, and are due anyway. I stated that, since we have no usage and (claim to?) have called and cancel, we should not have to pay. The agent stated that the past due balance will be sent to collections.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response,this letter is submitted in response to the above-referenced complaint.We appreciate the opportunity to respond Mr.’s complaint and have completed a review ofhis GreatCall account.Our records indicate that Mr. established his service on May 22, 2019, with the activation,via our website, of a Jitterbug Flip phone purchased from a retail location. At that time, he choseour 250-minute plan for $14.99, plus applicable taxes and fees, monthly. During the course ofactivating his service, Mr. provided a mailing address in Los Angeles, Ca. for the monthlybilling statements to be sent to and designated an individual named Mr. *** as theservice user. Mr. called our Customer Service on July 22, 2019, to confirm the accountwas disconnected. At that time, we advised him that we had no record of a request forcancellation from him or Mr. and that the account was disconnected on July 17, 2019,for non-payment. We further confirmed for him that the account was closed with a pendingbalance of $38.56, which represented two months of unpaid service.Although we have no record of a cancellation request prior to the account being closed for nonpayment, as a one-time courtesy we will waive the closing balance of $38.56 because there wasno recorded phone usage on the account for the two months that were billed to Mr..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 too had a bad experience with Great Call. My button quit working, this is a replacement button as the first button quit also, for two days I worked with someone to get it to work. Finally I was told there was nothing they could do since a new button would not be available until Aug. Of 2019. Instead they wanted me to take the Jitterbug. I don't need another cell phone so I discontinued my service. They never once offered to send me a new button when they become available and they are still advertising the older one. What are they telling new customers? Sounds like false advertising. Very disappointed in this company. How many seniors are being taken advantage of?
Hello Ms., we are sorry to hear of your recent experience and we appreciate your feedback. Currently, we do not have a date to release our next safety device. If you are interested in purchasing one when it becomes available, please visit ***. You may also call Customer Service at ***, to check availability.
I too had a bad experience with Great Call. My button quit working, this is a replacement button as the first button quit also, for two days I worked with someone to get it to work. Finally I was told there was nothing they could do since a new button would not be available until Aug. Of 2019. Instead they wanted me to take the Jitterbug. I don't need another cell phone so I discontinued my service. They never once offered to send me a new button when they become available and they are still advertising the older one. What are they telling new customers? Sounds like false advertising. Very disappointed in this company. How many seniors are being taken advantage of?
Hello Ms., we are sorry to hear of your recent experience and we appreciate your feedback. Currently, we do not have a date to release our next safety device. If you are interested in purchasing one when it becomes available, please visit ***. You may also call Customer Service at ***, to check availability.
I ordered the small GPS medical alert device and they sent a cell phone that has gps. They told me they sent the phone because they don't have the medical alert devices in stock. They said they're not sure they would be getting it at all. I don’t want a cell phone I want my money back. They said they would not refund my money when I called and asked them to.
GreatCall INC | ***
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 Ms.’s complaint and have completed a reviewof her GreatCall account.
Our records show that Ms. called us on June 16, 2019, to purchase a Lively Mobile Plusemergency response device with a monthly service price of $19.99, plus taxes and fees,monthly. At that time, the device she requested was not available. As an alternative, we offeredher the Jitterbug Flip cell phone with a 50% discount to the cost of the phone and a promotionalmonthly service plan of $14.99, plus taxes and fees. This promotional plan includes access toour 5Star Urgent Response service, 250 monthly airtime minutes, free voicemail and unlimitedtexting. A review of the audio recording for this call indicates that Ms. accepted the offerfor the Jitterbug Flip and an order was processed. The order included the Jitterbug Flip phone at$49.99, plus tax. A total of $53.49 was collected from a *** ending in ***.
The notations on Ms.’s account indicate that she has called us on three separateoccasions to ask general questions about her Jitterbug Flip phone and service. On the mostrecent call, on July 9, 2019, we assisted with testing the 5Star service, raising the call volumeand on how to engage the speaker. We do not see any indication that Ms. requested toend her service when speaking with our Customer Service.
On July 10, 2019, after receipt of this complaint, we contacted Ms. to confirm that shewished to end service with GreatCall and return her Jitterbug Flip phone for a refund.
Regretfully, Ms. did not wish to confirm this for us and abruptly ended the call. As aresult, her account remains open and active.
Should Ms. wish to end her service with GreatCall and receive details on returning herphone for a refund, she can do so by calling our Customer Service at *** between5am and 8pm Pacific time.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Unreliable. Dishonest. Bought a fall detection and medical assist device, paid (more than market), for monthly monitoring, then discovered my device did not hold an adequate charge for GPS coverage. Apparently, the company was aware of the difficulty, but did not alert its customers. Their "upgrade" did not solve the difficulty with the product.
Hello ***, thank you for taking the time to speak with us today, we appreciate your feedback. We are sorry to hear you encountered a charging issue with the free Lively Mobile upgrade you received in January. We do recommend that the Lively Mobile be charged daily, for at least 90 minutes and it can be charged overnight, as you cannot over charge it. While most users experience a 24-hour charge, signal strength and some active services may cause the battery to drain faster. Service is based on the coverage in your area, things such as topography, mountains, trees, buildings and building materials may interfere with the signal. You can boost the current charge on a device by placing it in the charger for 15-30 minutes during an idle time. We apologize for any inconvenience this may have caused you.
Unreliable. Dishonest. Bought a fall detection and medical assist device, paid (more than market), for monthly monitoring, then discovered my device did not hold an adequate charge for GPS coverage. Apparently, the company was aware of the difficulty, but did not alert its customers. Their "upgrade" did not solve the difficulty with the product.
Hello ***, thank you for taking the time to speak with us today, we appreciate your feedback. We are sorry to hear you encountered a charging issue with the free Lively Mobile upgrade you received in January. We do recommend that the Lively Mobile be charged daily, for at least 90 minutes and it can be charged overnight, as you cannot over charge it. While most users experience a 24-hour charge, signal strength and some active services may cause the battery to drain faster. Service is based on the coverage in your area, things such as topography, mountains, trees, buildings and building materials may interfere with the signal. You can boost the current charge on a device by placing it in the charger for 15-30 minutes during an idle time. We apologize for any inconvenience this may have caused you.
I am writing to file a formal complaint against Great Call.On June 21, 2019 my equipment that I have had with them for fours stopped working.I have been paying them a monthly fee for my device which is for an emergency, you press a button and they know where u r.This morning when I tried to use I knew something was wrong because the light on the unit was offI called them they said it was not fixable and they now are selling a phone and no longer use my devicethe reason I have this device is because you can use it the showerI was transferred to a supervisor but the same answerthere was no notice either by email. letter or snail mail or call informing me of what they were doing.I have a smart phone and do not want another phone since it cannot be taken in the shower.I believe some sort of notification should have been given so that I would not be provided without protection. I am 90yrs old and widowed.the booklet that I have only ha a phone number ***.For further info***
***
***
***I hope something can be done as this is devastating to me no protection when I fall in or out of my house
Re: Customer Name_ 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.’s complaint and have completed areview of her GreatCall account.
Our records indicate Ms. established her service on June 24, 2015, with theactivation of a 5Star Responder Device purchased from a retail location. At that time, she choseour Preferred level service plan for $24.99, plus applicable taxes and fees, monthly.
When Ms. called our Customer Service on June 21, 2019, to report that her devicewas not working properly, we attempted to walk her through standard troubleshooting but werenot able to successfully fix the problem.
Unfortunately, we are not able to issue device replacements at this time and we offered Ms. our Jitterbug Flip phone at no cost as an alternative. This offer included a specialmonthly plan with 250-minutes and access to our 5Star Urgent Response service, via adedicated button on the phone’s keypad, for $14.99, plus applicable taxes and fees. Ms. declined the offer and elected to disconnect her account.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I am writing to file a formal complaint against Great Call.On June 21, 2019 my equipment that I have had with them for fours stopped working.I have been paying them a monthly fee for my device which is for an emergency, you press a button and they know where u r.This morning when I tried to use I knew something was wrong because the light on the unit was offI called them they said it was not fixable and they now are selling a phone and no longer use my devicethe reason I have this device is because you can use it the showerI was transferred to a supervisor but the same answerthere was no notice either by email. letter or snail mail or call informing me of what they were doing.I have a smart phone and do not want another phone since it cannot be taken in the shower.I believe some sort of notification should have been given so that I would not be provided without protection. I am 90yrs old and widowed.the booklet that I have only ha a phone number ***.For further info***
***
***
***I hope something can be done as this is devastating to me no protection when I fall in or out of my house
Re: Customer Name_ 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.’s complaint and have completed areview of her GreatCall account.
Our records indicate Ms. established her service on June 24, 2015, with theactivation of a 5Star Responder Device purchased from a retail location. At that time, she choseour Preferred level service plan for $24.99, plus applicable taxes and fees, monthly.
When Ms. called our Customer Service on June 21, 2019, to report that her devicewas not working properly, we attempted to walk her through standard troubleshooting but werenot able to successfully fix the problem.
Unfortunately, we are not able to issue device replacements at this time and we offered Ms. our Jitterbug Flip phone at no cost as an alternative. This offer included a specialmonthly plan with 250-minutes and access to our 5Star Urgent Response service, via adedicated button on the phone’s keypad, for $14.99, plus applicable taxes and fees. Ms. declined the offer and elected to disconnect her account.
We apologize for any inconvenience this situation may have caused.
Best Regards.