Great Call Reviews (%countItem)
Great Call Rating
Address: PO Box 4428, Carlsbad, California, United States, 92018-4428
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cell phone battery lasts 24 hours before needing a charge while on stand by. they blame it on signal strength. I have had numerous cell phones in my time and none of them wore out the battery due to signal strength. I feel the actual truth is the fact that when you sign up with them the zip code you use means you can not leave that area. how is a person supposed to be able to travel ? their map shows the whole state of Minnesota so when I am staying with a friend in southern Minnesota the battery should NOT wear down so fast. I look out the living room window of my friends home and see cellular antennas all over the water tower which is 1 block away.
Re: ***_Account ***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 to Mr.’s
complaint and have completed a review of his GreatCall account. A review of Mr.’s account shows that he established
his account on May 28, 2019, with the direct purchase of a Jitterbug Flip
phone. In June of 2019, we received emails from Mr.
advising us that his Jitterbug Flip phone was not holding a charge. We reviewed
his account and advised that signal strength and network communications may
cause his phone’s battery to deplete faster than normal. We explained that he
can charge his phone overnight to ensure it is fully charged in the morning. At this time, we have not had any further communications
from Mr. regarding any battery charging issues. Should there be any
further concerns, we suggest that he call our Customer Service at 1
800-733-6632, between 6am and 6pm Pacific time, during reduced hours of
operation.We apologize for any inconvenience this situation may have
caused.Best Regards.
If it is not the battery, It is other problems. I have had several dropped calls from Kidney Transplant specialists that were mot able to get through to me to let me know about raising 1 or 2 medications or lowering 1 or 2 medications. I COUNT on the JITTERBUG phone to get the calls through to me and it failed 5 times. I only new about the message because they left a back up message on the land lind. This does not make for a great flip phone from great call..
Re:
***_Account ***
***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 to Mr.’s additional comments.In reviewing Mr.’s account,
we have determined that the dropped calls are the result of the level of
coverage available in the service area. A number of factors can contribute to week
and poor signal strength, including but not limited to topography, building
materials and weather. To check the signal strength, scroll to Phone Info in
the main menu and press the Yes button. Should Mr. have any
further concerns, he should follow up with our Customer Service at
1-800-733-6632, between 6am to 6pm Pacific Time. We apologize for any
inconvenience this situation may have caused.Best Regards
It has NOTHING to do with reception. The flip phone is a problematic phone that they sell. I have had several flip phones that NEVER had problems like the jitterbug. It is a problem with their updates and the flip phone. I have been with Verizon, AT&T, Virgin Mobile. and never had any problems with them like I am having with Great call. I believe that Great Call will NEVER have a fix for my flip phone. All these problems seem to have started after I cancelled several item with the phone to be more cost effective for my money.
Hello, I used walmart family mobile plan for several months.This does not work for me. so seeing a nice ad for Great Call I moved over to it. The problem revolves around the department that handles the "Port" of my phone number to the new company. On June 20 I attempted to port the number but gave the wrong PIN number. Immediately I got the correct PIN and reported it to them. Since then, June 21, no action has been taken and they now tell me it may be until Wednesday June 26 before I get the port of of number over to the new phone! Can you imagine something like this taking days to get resolved? It should take a few minutes I would think!
Because of the slowness I was forced to buy an extra months service card so my family mobile phone would not go dead while in port. What a frustration these companies are, and all they do is lie.
My dad has chosen this service since he lives alone and is in his eighties, my brother and I insisted he have a medical alert device. His alert device no longer accepts a charge and the company doesn’t have another to send him. It took several phone calls and follow up to discover they don’t have a working service. This product is for seniors at risk of being home alone!!! They need to do better. Don’t trust this company!
Hello ***, thank you for sharing your experience. At this time, we are not able to offer replacements for our Lively Mobile devices. We are working to correct the problem and can understand your disappointment. Please follow up with us so that we can discuss the alternative coverage options available at this time.
My dad has chosen this service since he lives alone and is in his eighties, my brother and I insisted he have a medical alert device. His alert device no longer accepts a charge and the company doesn’t have another to send him. It took several phone calls and follow up to discover they don’t have a working service. This product is for seniors at risk of being home alone!!! They need to do better. Don’t trust this company!
Hello ***, thank you for sharing your experience. At this time, we are not able to offer replacements for our Lively Mobile devices. We are working to correct the problem and can understand your disappointment. Please follow up with us so that we can discuss the alternative coverage options available at this time.
My mother had their device & after 8 months the pendant overheated. It ended up burning her chest. Their answer was send pendant back. In return for the pendant they sent a Jitterbug flip phone & $50 *** gift card. I'm looking into a class action lawsuit against them.
Ms.,
We are sorry to hear about your mother’s experience. Your situation is not one we have been aware of, therefore we want to understand what has occurred. Like yourself, we are very disappointed that we are currently unable to provide a like-for-like replacement at this time. We would like to make contact with you to gather more details regarding your mother’s experience. If you could please contact us directly at *** with your mothers account details, we would greatly appreciate it.
My mother had their device & after 8 months the pendant overheated. It ended up burning her chest. Their answer was send pendant back. In return for the pendant they sent a Jitterbug flip phone & $50 *** gift card. I'm looking into a class action lawsuit against them.
Ms.,
We are sorry to hear about your mother’s experience. Your situation is not one we have been aware of, therefore we want to understand what has occurred. Like yourself, we are very disappointed that we are currently unable to provide a like-for-like replacement at this time. We would like to make contact with you to gather more details regarding your mother’s experience. If you could please contact us directly at *** with your mothers account details, we would greatly appreciate it.
Terrible customer service and the device doesn’t work all the time
Hello, we are sorry to hear of your recent experience and we appreciate your feedback. GreatCall strives to provide the highest level of Customer Service available. . We would like to look into this further with you. Please send an email with details of the situation and account information to [email protected]. Please keep in mind we make every attempt to respond to your concern within two business days for email correspondence.
Great Call has made a failed Medial Alert Device, the New Great Call Lively Plus is now being recalled, and taken off all shelves Nation wide. They are owned by ***.
My device failed time and time again, when I called them over 7+ times after the last call I was told on the phone (RECORDED) in in a letter that they now admit the device is defective, faulty and does NOT work.
The GPS does not work, Fall Locator does not work, GPS does not work, 911 does not work, in short it could cost you your life as it is 100% Defective and now a National Recall is being done albeit too late.
Their is also a Class Action Federal Lawsuit filed against both Great Call and ***, the real problem is the lies, cover ups, and Fraud, they have other serious issues as Discrimination, Perjury, False Advertisement, BUY BEWARE this faulty device can KILL YOU.
Terrible customer service and the device doesn’t work all the time
Hello, we are sorry to hear of your recent experience and we appreciate your feedback. GreatCall strives to provide the highest level of Customer Service available. . We would like to look into this further with you. Please send an email with details of the situation and account information to [email protected]. Please keep in mind we make every attempt to respond to your concern within two business days for email correspondence.
Great Call has made a failed Medial Alert Device, the New Great Call Lively Plus is now being recalled, and taken off all shelves Nation wide. They are owned by ***.
My device failed time and time again, when I called them over 7+ times after the last call I was told on the phone (RECORDED) in in a letter that they now admit the device is defective, faulty and does NOT work.
The GPS does not work, Fall Locator does not work, GPS does not work, 911 does not work, in short it could cost you your life as it is 100% Defective and now a National Recall is being done albeit too late.
Their is also a Class Action Federal Lawsuit filed against both Great Call and ***, the real problem is the lies, cover ups, and Fraud, they have other serious issues as Discrimination, Perjury, False Advertisement, BUY BEWARE this faulty device can KILL YOU.
I tried great call. I thought I needed an old peoples phone. Turns out the medical services put the cost out of my budget so I could not get them. They missed sending me a bill one month. When I got the late notice I paid it and shortly thereafter was billed again. The numbers just did not match up. While the account was paid in full I advised to cancel it. Missing bills is not a good thing. I advised by email to cancel. They tried to insist I call by phone to cancel. I tried but only got hold. I explained that I work nights an it was inconvenient for me to keep trying to cancel by phone by email. I cancelled in writing by certified mail to the head of the company. When I first cancelled by email I cautioned that the account was cancelled and I would pursue legal recourse for any further collection or crediit reporting actions. They continued to bill for two more months and are now threatening to add interest so I guess I will have to make good on my warning to them. it would almost be worth it to pay the money in thanks for making me mad enough to get a different phone and service that I love. When I cancelled I turned the phone off and used my other one since great call was on a trial only. I hardly ever used it and yet had overages claimed. Turns out I didnt need an old peoples phone. Though there was no contract and that is what they advertise suddenly a policy emerged that said I had fo call to cancel. I think any court would find there was no contract policy of having to call to cancel that I entered into knowingly and that the account was sufficiently cancelled. There were some messages on my machine from them about cancelling that probably disturbed my sleep since I work nights so they are just rude and inconsiderate to boot. I am only providing 1 star review because I have to to submit my review. They dont deserve even 1 star
Hello, to protect your account security, we are unable to accept cancellation requests via mail or email by any GreatCall customer, we advise in the letter to please call us at your earliest convenience so we can properly verify your account information to further assist. GreatCall does not apply interest to an account that is past due. If your service was two months overdue, the total due is for two months of service. We understand that each individual will have different needs and usage requirements and as such, we offer a variety of products and rate plans with a broad range of usage limits. Your feedback is highly appreciated and will help us to improve our ability to serve you and other users of our products.
I tried great call. I thought I needed an old peoples phone. Turns out the medical services put the cost out of my budget so I could not get them. They missed sending me a bill one month. When I got the late notice I paid it and shortly thereafter was billed again. The numbers just did not match up. While the account was paid in full I advised to cancel it. Missing bills is not a good thing. I advised by email to cancel. They tried to insist I call by phone to cancel. I tried but only got hold. I explained that I work nights an it was inconvenient for me to keep trying to cancel by phone by email. I cancelled in writing by certified mail to the head of the company. When I first cancelled by email I cautioned that the account was cancelled and I would pursue legal recourse for any further collection or crediit reporting actions. They continued to bill for two more months and are now threatening to add interest so I guess I will have to make good on my warning to them. it would almost be worth it to pay the money in thanks for making me mad enough to get a different phone and service that I love. When I cancelled I turned the phone off and used my other one since great call was on a trial only. I hardly ever used it and yet had overages claimed. Turns out I didnt need an old peoples phone. Though there was no contract and that is what they advertise suddenly a policy emerged that said I had fo call to cancel. I think any court would find there was no contract policy of having to call to cancel that I entered into knowingly and that the account was sufficiently cancelled. There were some messages on my machine from them about cancelling that probably disturbed my sleep since I work nights so they are just rude and inconsiderate to boot. I am only providing 1 star review because I have to to submit my review. They dont deserve even 1 star
Hello, to protect your account security, we are unable to accept cancellation requests via mail or email by any GreatCall customer, we advise in the letter to please call us at your earliest convenience so we can properly verify your account information to further assist. GreatCall does not apply interest to an account that is past due. If your service was two months overdue, the total due is for two months of service. We understand that each individual will have different needs and usage requirements and as such, we offer a variety of products and rate plans with a broad range of usage limits. Your feedback is highly appreciated and will help us to improve our ability to serve you and other users of our products.
I bought the Jitterbug phone directly from Great Call for my husband for his birthday, which is March 7th.
He did not open the phone till his birthday and he did not get it activated until March 16th.
March 16th was the first day it was put into use with his number changed over from AT&T.
He tried the phone and it had no service in our area. We had been assured that it had service in our area based on the person on the phone and checking with the printed map which shows their service area. So I packaged all the original wrapping and accessories and called to customer service that I was returning the phone. I paid $11.75 to mail it back on 04/09/19, where the girl told me to and she assured me that I would receive a refund since we couldn't use the phone except for very limited calls or when we were in certain areas.
I did pay for the 1 month of (little to no) service, which came to $34.99+fees & taxes= $43.87
What I paid for the Jitterbug phone was $129.41 which was charged to my Visa card. Even though I have returned the phone there has been no refund to my Visa card and it is now 06/03/19.
I have been fighting with this company for years about my bill. I never wanted the health and safety package, but they force it on me. I have told them over and over that I only wanted the minutes. They shouldn't be allowed to trick or force me, especially at my age. It is a disgrace to their name, to do such a thing. I need my phone, and so they feel like they can just charge me whatever they want, even when I clearly told them no.
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. Terrell’s complaint and have completed a review
of their GreatCall account.
Our records indicate Ms. established her service on March 10, 2010, with a direct
purchase of a Jitterbug J phone. At that time, she chose a monthly service plan that included
200airtime minutes, with Voicemail, for $22.99, plus applicable taxes and fees.
When Mr. Fred *** placed a call to our Customer Service on November 12, 2011, to make
a payment, he chose to add the 5Star Urgent Response service to the account on Ms. Terrell’s
behalf. After this change was made, we notified Ms. and Mr. that the Jitterbug J
phone that they activated was not compatible with the 5Star Urgent Response service and
requested that they mail to phone to us so that we could reconfigure its settings so that it would
be compatible with the service that they had chosen to add.
The Jitterbug J phone was received at our Product Support Center warehouse on January 4,
2012. After we successfully completed the necessary updates to the phone, we enabled the
5Star Urgent Response service, tested the functionality and returned the phone back to Ms.
*** in working order.
Upon completing a full review of the account, we have found that each time Ms. has
requested for her monthly service plan to be changed, she has chosen a plan that included the
5Star Urgent Response service.
When Ms. placed a call to our Customer Service on May 22, 2019, we removed the
5Star Urgent Response service as she requested in addition to changing the plan, as a courtesy
for any previous misunderstanding, we waived the unpaid balance of $99.36 that was due on
the account. As such, we have determined no further adjustments are merited.
We apologize for any inconvenience this situation may have caused
Best Regards.
This is just another changed story from what they claimed before. They are lying. If I had wanted that service, I would have filled out the paperwork. They already have admitted several times, that I had never done that. I never filled out the paperwork. I never used the service. Every time I ask for any kind of proof of their claims, they got aggressive with me, tell me I had to prove I never wanted the add on service. That is devious and unethical. I want every single penny of the overcharges refunded to me. You can mail me check. Thank you.
Re: *** Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response,this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond to Ms. additional comments.
After reviewing the available audio recordings of Ms. interactions with ourrepresentatives, we have found that each time that she has requested for her monthly serviceplan to be changed (prior to her call on May 22, 2019), she had chosen a plan that included the5Star Urgent Response service. No forms or mailers are required to enroll in this service.
As detailed in our previous response, we have waived the unpaid balance of $99.36 that wasdue on the account and have determined no further adjustments are merited.
We apologize for any inconvenience this situation may have caused.Best Regards.
After initiating complaint, company send update to my phone. It caused technical issues and I'm not even using the phone anymore. If I had wanted the add on service I would have filled out the paperwork and sent it in. I've pointed that out to them many times. They usually would insist that I had done so, but on further questioning couldn't ever find the information. I have recordings of that, and it also includes the hostile treatment I was subjected to, every time I tried to cancel. I want ALL the unauthorized charges refunded, for the entire length of time they did this to be. Anything less is theft and elderly abuse.
I have been fighting with this company for years about my bill. I never wanted the health and safety package, but they force it on me. I have told them over and over that I only wanted the minutes. They shouldn't be allowed to trick or force me, especially at my age. It is a disgrace to their name, to do such a thing. I need my phone, and so they feel like they can just charge me whatever they want, even when I clearly told them no.
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. Terrell’s complaint and have completed a review
of their GreatCall account.
Our records indicate Ms. established her service on March 10, 2010, with a direct
purchase of a Jitterbug J phone. At that time, she chose a monthly service plan that included
200airtime minutes, with Voicemail, for $22.99, plus applicable taxes and fees.
When Mr. Fred *** placed a call to our Customer Service on November 12, 2011, to make
a payment, he chose to add the 5Star Urgent Response service to the account on Ms. Terrell’s
behalf. After this change was made, we notified Ms. and Mr. that the Jitterbug J
phone that they activated was not compatible with the 5Star Urgent Response service and
requested that they mail to phone to us so that we could reconfigure its settings so that it would
be compatible with the service that they had chosen to add.
The Jitterbug J phone was received at our Product Support Center warehouse on January 4,
2012. After we successfully completed the necessary updates to the phone, we enabled the
5Star Urgent Response service, tested the functionality and returned the phone back to Ms.
*** in working order.
Upon completing a full review of the account, we have found that each time Ms. has
requested for her monthly service plan to be changed, she has chosen a plan that included the
5Star Urgent Response service.
When Ms. placed a call to our Customer Service on May 22, 2019, we removed the
5Star Urgent Response service as she requested in addition to changing the plan, as a courtesy
for any previous misunderstanding, we waived the unpaid balance of $99.36 that was due on
the account. As such, we have determined no further adjustments are merited.
We apologize for any inconvenience this situation may have caused
Best Regards.
This is just another changed story from what they claimed before. They are lying. If I had wanted that service, I would have filled out the paperwork. They already have admitted several times, that I had never done that. I never filled out the paperwork. I never used the service. Every time I ask for any kind of proof of their claims, they got aggressive with me, tell me I had to prove I never wanted the add on service. That is devious and unethical. I want every single penny of the overcharges refunded to me. You can mail me check. Thank you.
Re: *** Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response,this letter is submitted in response to the above-referenced complaint.
We appreciate the opportunity to respond to Ms. additional comments.
After reviewing the available audio recordings of Ms. interactions with ourrepresentatives, we have found that each time that she has requested for her monthly serviceplan to be changed (prior to her call on May 22, 2019), she had chosen a plan that included the5Star Urgent Response service. No forms or mailers are required to enroll in this service.
As detailed in our previous response, we have waived the unpaid balance of $99.36 that wasdue on the account and have determined no further adjustments are merited.
We apologize for any inconvenience this situation may have caused.Best Regards.
After initiating complaint, company send update to my phone. It caused technical issues and I'm not even using the phone anymore. If I had wanted the add on service I would have filled out the paperwork and sent it in. I've pointed that out to them many times. They usually would insist that I had done so, but on further questioning couldn't ever find the information. I have recordings of that, and it also includes the hostile treatment I was subjected to, every time I tried to cancel. I want ALL the unauthorized charges refunded, for the entire length of time they did this to be. Anything less is theft and elderly abuse.
My 89-year-old mother contracted with GreatCall because of the advertising. She was sent a device that did not record fall correctly (frequently sitting quietly set off the device by announcing “Fall detected”). We called the company and was told she could upgrade her device. What we weren’t told was that the device she was wearing was shut off immediately. The newer device arrived 4 days later. This left her unprotected for 4 days without knowing. The newer device seemed to be working properly until on May 18th she was sent a letter that the device was recalled, call immediately. The offer included sending her a flip phone. This is unacceptable as she refuses to carry the phone she owns. To add to the issue we were told that the device she was wearing would be deactivated within the next 10 minutes. Again leaving her unprotected by the GreatCall service. We will be finding a more responsive company.
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 the GreatCall account held in Ms. ***’s name.Our records indicate that Ms. contacted our Customer Service on April 22, 2019, forassistance with her mother’s Lively Mobile device. Because Ms. did not have the devicein hand to conduct the standard troubleshooting, we offered to replace the device with a newermodel.For the safety of our customers, when we provide a replacement device for a device that we areunable to troubleshoot, we immediately de-activate the device that is being replaced. As aresult, if our representatives determine that a replacement device is needed, the existing devicewill be deactivated. In this situation, our representatives are trained to inform the customer thatthe service to the device in their possession will be disabled. Following receipt of the complaint,GreatCall investigated the incident and is currently working with the representative who spokewith Ms. to address the training issue. We are very sorry to hear of the experience thatMs. describes when she accepted the replacement device and are committed to makingevery effort to ensure that our customers are aware when their device is de-activated.On May 20, 2019, Ms. *** contacted us regarding the product recall notice that shereceived. Unfortunately, the replacement device that Ms. received was part of a limitednumber of our latest generation PERS device, Lively Mobile Plus, that GreatCall voluntarilyrecalled as a result of a quality issue that we discovered during the first few weeks of May 2019after Ms. received her replacement device. At that time our representative informed Ms. of the quality issue and that we would be issuing her a refund for any related charges.Additionally, we offered her a free Jitterbug Flip phone with access to our 5Star UrgentResponse service via a dedicated one-touch button built into the phone. Ms. declined theoffer for the free Jitterbug phone and her account was closed. As soon as the quality issues areresolved, we intend to offer Ms.s and all other customers affected a replacement device.We, like Ms.s and Ms. are very disappointed that we are unable to provide asatisfactory replacement at this time and apologize for any inconvenience this situation hascaused.Best Regards.
I called GreatCall today at *** and tried to cancel GreatCall Jitterbug Phone number was ***, Account # ***. I tried GreatCall's option to have them call me back when it was my turn for service due to high call volume, when the call was returned all I heard was a recording saying to call their 800 number again. I called back and waited 20 minutes before getting an customer service representative, over the next 20 minutes she put me on hold supposedly trying to transfer me to the people who would cancel or stop the phone service unsuccessfully. I was told they would call me back in 15 minutes and I received a return call when I answered all I heard was dial tone. GreatCall does NOT allow customers to contact them on-line via mygreatcall profile and requires calling their call center. There should be NO more charges made to account .*** and service for *** stopped immediately.
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 December 25, 2016, with theactivation of a Jitterbug Flip handset purchased from a retail location.On May 20, 2019, Mr. called our customer service to cancel his account. Our customerservice representative informed Mr. that they would need to transfer him to the properdepartment for this cancellation to be completed. During the process of trying to transfer thecall our agent experienced a systems issue that prevented them from completing the transfer.The customer service representative informed Mr. of the system issue and advised himthat he will be receiving a call back to complete the disconnect of the service.As a result, one of our account specialists was made aware of the issue and our records showthat they made three outbound call attempts to reach Mr.. When they were unable toreach him by phone, we cancelled the account as Mr. originally requested.Currently, Mr.’s account is set to disconnect at the end of the current billing period onMay 26, 2019. We have attempted to reach Mr. to confirm for him that his cancellationrequest has been completed but we have not been able to make contact with him by phone.We apologize for any inconvenience this situation may have caused.Best Regards.
Representative Lori was rude when inquiring of Jitterbug Smart 2 phone as an upgrade for my 84 year old mother. There is no where that tells $74.99 is only for 1st time account holders only.So when I requested this phone she asked, "Is she going to pay for this?". OF COURSE SHE IS. What makes her think it wouldn't be taken care of? She told me that I would have to go to Best Buy to get it at that low price es. I do not want to go to Best Buy for $149.99 when the website is spooible.
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.’s complaint on behalf of *** and have completed a review of Ms.’ GreatCall account.
Our records show that Ms. called our Customer Service on May 19, 2019 to ask questions about upgrading to the Jitterbug Smart2 touchscreen phone on behalf of her mother, ***. At that time, our Customer Service representative correctly advised Ms. that the upgrade price of the Jitterbug Smart2 for existing customers is $129.99, plus tax. After being informed of the price, Ms. then requested the price of $74.99 that she saw on our website. Our representative then correctly advised Ms. that the $74.99 price was a special offer for new subscribers. This information can be verified on our website by clicking on the “offer details” link next to the discounted price posted on our website. When clicking on this link, a pop-up window will appear and the enclosed text reads “Discount applies to Jitterbug phone activated with new lines of service only and does not apply to rate plans or health & safety packages. Offer ends 6/4/19.”
We apologize for any inconvenience this situation may have caused.
Best Regards.
The understanding is the lesser cost of the phone is for new subscribers. The complaint was in regards to the rude tone of voice by the associate. Additionally, the complaint is the associate rudely asking "is she going to pay for this"? Of course she is going to pay and there should not be a question made in this regard as if it wasn't affordable. Even at my mother's age she still deserves respect and assistance done in a polite manner would be appreciated.
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
GreatCall charged my elderly mother, who is on a strict, limited budget, for hundreds of minutes she did not use. They are not providing the numbers and minutes for these calls. The customer service person was very rude to her on the phone, would not provide their name and refused to put a supervisor on. They are taking advantage of the elderly and are unwilling or unable to provide billing information. Very upsetting experience.
Hello ***, we are sorry to hear of your mother’s recent experience and we appreciate your feedback. GreatCall strives to provide the highest level of Customer Service available. Detailed usage can be mailed or emailed upon request from the account holder. We would like to look into this further with you. Please send an email with details of the situation and account information to ***.
An email was sent to *** prior to leaving this review. There has been no response. The customer service representative on the phone was rude, would not say their name and refused to put a supervisor on. Detailed usage was requested from a different customer service rep. and was received by mail yesterday. There is absolutely NO information listed for hundreds of minutes you are charging for. A bunch of zeros. More money from my mother's account was taken for unexplained charges and she received an additional bill for over a hundred dollars. Horrible.
GreatCall charged my elderly mother, who is on a strict, limited budget, for hundreds of minutes she did not use. They are not providing the numbers and minutes for these calls. The customer service person was very rude to her on the phone, would not provide their name and refused to put a supervisor on. They are taking advantage of the elderly and are unwilling or unable to provide billing information. Very upsetting experience.
Hello ***, we are sorry to hear of your mother’s recent experience and we appreciate your feedback. GreatCall strives to provide the highest level of Customer Service available. Detailed usage can be mailed or emailed upon request from the account holder. We would like to look into this further with you. Please send an email with details of the situation and account information to ***.
An email was sent to *** prior to leaving this review. There has been no response. The customer service representative on the phone was rude, would not say their name and refused to put a supervisor on. Detailed usage was requested from a different customer service rep. and was received by mail yesterday. There is absolutely NO information listed for hundreds of minutes you are charging for. A bunch of zeros. More money from my mother's account was taken for unexplained charges and she received an additional bill for over a hundred dollars. Horrible.