Great Call Reviews (%countItem)
Great Call Rating
Address: PO Box 4428, Carlsbad, California, United States, 92018-4428
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NOT IMPRESSED. Pricing options are poor. Phone set up is taking over an hour. You can only activate with Great Call which makes the process that much more painful. I purchased for my 90 year old mom and so far even being tech savvy, it's not close to being user friendly.
Hi ***, we are sorry to hear about the issues you are having with activating your Jitterbug phone. There are different reasons you may be having a difficult time activating your phone including your coverage. For further assistance on activating your Jitterbug phone, please call Customer Service at *** between 5AM and 8PM, Pacific Standard Time, on another phone to resolve this matter.
NOT IMPRESSED. Pricing options are poor. Phone set up is taking over an hour. You can only activate with Great Call which makes the process that much more painful. I purchased for my 90 year old mom and so far even being tech savvy, it's not close to being user friendly.
Hi ***, we are sorry to hear about the issues you are having with activating your Jitterbug phone. There are different reasons you may be having a difficult time activating your phone including your coverage. For further assistance on activating your Jitterbug phone, please call Customer Service at *** between 5AM and 8PM, Pacific Standard Time, on another phone to resolve this matter.
On 2/1/19, I ordered a *** Smart2. My credit card was charged $169.70 which seems to be correct. On 2/6/19 my credit card was charged $52.17? I called Greatcall and was told that is for first month billing in advance. I told them I don't have the phone yet (no tracking info avail.) I explained that I will not pay for monthly service when I don't have the phone and no idea when I will have it. I was transferred to billing who offered a $5.00 credit! During the original ordering, I was told monthly billing would start when I received the phone and it was activated. I canceled the order and was told I have to wait until I receive the phone then refuse delivery and after they get the phone back they will make sure it is in good condition (package won't be opened??) and there has not been any usage (package won't be opened??) Then they will refund charges, minus $10.00 restocking fee and $10.00 for shipping. When a package has not been opened, a restocking fee is ludicrous. I just know this will be interesting.
Hi ***, we are sorry to hear about the billing issues you recently experienced with your Jitterbug Smart 2 phone. We do bill a month in advance and apologize for any miscommunication. Per GreatCall’s 30-day return policy, stated in our Terms and Conditions packaged with each phone and can also be found on our webpage ***, states for any reason within 30 days from date of purchase, you are not completely satisfied with your phone or device, we will refund the activation fee, the first month's service charge, the cost of the phone/device, plus applicable taxes, less the restocking fee and shipping fee, as long as you do not exceed 30 minutes of talk time. Refunds are processed within 15 business days, Monday through Friday and not including holidays, from when the phone is received. For further assistance please contact our Customer Service at *** between 5AM – 8PM, Pacific Standard Time.
We still have not received the phone. I was told that the package was not scanned correctly when sent so there is no tracking information??? Our case has been referred to the "financial department" for resolution. I was told that the automatic monthly payment setup has been removed from our account. I want to make it clear that every Great Call employee I have talked to has been very courteous and has tried to help.
Hello ***, we apologize for the delay in shipping. We have reviewed the account and see the phone was delivered yesterday 2/19/19. Please returned the unopened package to the post office and have them return to sender. Once the phone is received we will process the refund within 15 business days.
2/20/19. We received the phone yesterday. On 2/11/19, I was told I NEEDED an authorization number to return the phone. Auth. #***. And return address is: Great Call Return Center, ***. This is different than the return address on the package.
Please tell me the correct information to return this phone.
Having to pay a $10.00 "restocking fee" after all of this is ludicrous.
I received a credit on 3/16 for the phone cost. Thank you for providing this service.
On 2/1/19, I ordered a *** Smart2. My credit card was charged $169.70 which seems to be correct. On 2/6/19 my credit card was charged $52.17? I called Greatcall and was told that is for first month billing in advance. I told them I don't have the phone yet (no tracking info avail.) I explained that I will not pay for monthly service when I don't have the phone and no idea when I will have it. I was transferred to billing who offered a $5.00 credit! During the original ordering, I was told monthly billing would start when I received the phone and it was activated. I canceled the order and was told I have to wait until I receive the phone then refuse delivery and after they get the phone back they will make sure it is in good condition (package won't be opened??) and there has not been any usage (package won't be opened??) Then they will refund charges, minus $10.00 restocking fee and $10.00 for shipping. When a package has not been opened, a restocking fee is ludicrous. I just know this will be interesting.
Hi ***, we are sorry to hear about the billing issues you recently experienced with your Jitterbug Smart 2 phone. We do bill a month in advance and apologize for any miscommunication. Per GreatCall’s 30-day return policy, stated in our Terms and Conditions packaged with each phone and can also be found on our webpage ***, states for any reason within 30 days from date of purchase, you are not completely satisfied with your phone or device, we will refund the activation fee, the first month's service charge, the cost of the phone/device, plus applicable taxes, less the restocking fee and shipping fee, as long as you do not exceed 30 minutes of talk time. Refunds are processed within 15 business days, Monday through Friday and not including holidays, from when the phone is received. For further assistance please contact our Customer Service at *** between 5AM – 8PM, Pacific Standard Time.
We still have not received the phone. I was told that the package was not scanned correctly when sent so there is no tracking information??? Our case has been referred to the "financial department" for resolution. I was told that the automatic monthly payment setup has been removed from our account. I want to make it clear that every Great Call employee I have talked to has been very courteous and has tried to help.
Hello ***, we apologize for the delay in shipping. We have reviewed the account and see the phone was delivered yesterday 2/19/19. Please returned the unopened package to the post office and have them return to sender. Once the phone is received we will process the refund within 15 business days.
2/20/19. We received the phone yesterday. On 2/11/19, I was told I NEEDED an authorization number to return the phone. Auth. #***. And return address is: Great Call Return Center, ***. This is different than the return address on the package.
Please tell me the correct information to return this phone.
Having to pay a $10.00 "restocking fee" after all of this is ludicrous.
I received a credit on 3/16 for the phone cost. Thank you for providing this service.
I recently moved my 81 year old mom in with me and now handle her affairs. I just received a call from a Great Calls customer service rep regarding my mom's bill. As a former customer service leader, I have low tolerance for poor customer service. Well, I could clearly hear "The I Don't Care About You or your Mom!! in the rep's tone. My mom does not text or send pictures, yet they are charging her monthly to do so. They are charging her $20 a month for a "little red button" on the phone to push in case of an emergency. My mom in non-emergency situations struggles to find her phone in her purse. So, you know this is useless in a real emergency situation. Plus, my mom did not know that if she pushed the "little red button" on the phone it would call for help. I guess I could drill a hole in it and make it a necklace. However, I digress. Most cell phone carriers have reasonably priced unlimited call plans. Yet my mom is on a 2000 minute per month plan that she went over often. When I told the rep we were cancelling the service she shared they have a $39 monthly unlimited call plan. Ok, so why was my mom not on that plan. The rep said the plan was not available when my mom signed up a few months back. I called their sales team disguised as a potential new customer and guess what the unlimited $39 plan has been available for years. So, their customer service rep LIED about why my mom was on the 2000 minute plan. UNBELIEVABLE! This company preys on our aging population because they are trusting and know little about phones and plans other than what that golden tongue sales rep tells them. The Jitterbug phone for $99 is a joke and far more complicated to operate than an *** or ***. Other than larger buttons, this is a piece of junk. Avoid this (1.5 star Revdex.com rating) company and monitor your parents to ensure they are not being taken advantage of by Great Calls or Jitterbug!
Hi ***, we are sorry to hear that you were not completely satisfied with your mother’s GreatCall service and we appreciate your feedback. GreatCall strives to provide the highest level of Customer Service available and will always take the time to understand each individual subscriber’s needs and usage requirements before we recommend a service plan. The 5Star service, the little red button, is only available on the Jitterbug phones and is added protection for our customers in case of an emergency. If could please call our Customer Service, ***, between 5am and 8pm Pacific Time, we would greatly appreciate the opportunity to review her usage with you and recommend a plan that would better fit her needs.
I recently moved my 81 year old mom in with me and now handle her affairs. I just received a call from a Great Calls customer service rep regarding my mom's bill. As a former customer service leader, I have low tolerance for poor customer service. Well, I could clearly hear "The I Don't Care About You or your Mom!! in the rep's tone. My mom does not text or send pictures, yet they are charging her monthly to do so. They are charging her $20 a month for a "little red button" on the phone to push in case of an emergency. My mom in non-emergency situations struggles to find her phone in her purse. So, you know this is useless in a real emergency situation. Plus, my mom did not know that if she pushed the "little red button" on the phone it would call for help. I guess I could drill a hole in it and make it a necklace. However, I digress. Most cell phone carriers have reasonably priced unlimited call plans. Yet my mom is on a 2000 minute per month plan that she went over often. When I told the rep we were cancelling the service she shared they have a $39 monthly unlimited call plan. Ok, so why was my mom not on that plan. The rep said the plan was not available when my mom signed up a few months back. I called their sales team disguised as a potential new customer and guess what the unlimited $39 plan has been available for years. So, their customer service rep LIED about why my mom was on the 2000 minute plan. UNBELIEVABLE! This company preys on our aging population because they are trusting and know little about phones and plans other than what that golden tongue sales rep tells them. The Jitterbug phone for $99 is a joke and far more complicated to operate than an *** or ***. Other than larger buttons, this is a piece of junk. Avoid this (1.5 star Revdex.com rating) company and monitor your parents to ensure they are not being taken advantage of by Great Calls or Jitterbug!
Hi ***, we are sorry to hear that you were not completely satisfied with your mother’s GreatCall service and we appreciate your feedback. GreatCall strives to provide the highest level of Customer Service available and will always take the time to understand each individual subscriber’s needs and usage requirements before we recommend a service plan. The 5Star service, the little red button, is only available on the Jitterbug phones and is added protection for our customers in case of an emergency. If could please call our Customer Service, ***, between 5am and 8pm Pacific Time, we would greatly appreciate the opportunity to review her usage with you and recommend a plan that would better fit her needs.
I have used this service for many years. They have completely failed me twice now. The first time, I fell and needed help to get up. When I pushed the button, for some reason my device connected me to ***, who had no idea what was going on. After two hours, I managed to get up and call for help.
The point is, Great Call had stopped using the device I had and had not notified me. So for a year I was wearing a device that was useless.
The second time, last week, they said my device went off. I received no call asking if I was okay, so of course they received no answer, so they called the police and my daughter.
I have changed to a new service. It is $10 more, but hopefully will be reliable.
I have used this service for many years. They have completely failed me twice now. The first time, I fell and needed help to get up. When I pushed the button, for some reason my device connected me to ***, who had no idea what was going on. After two hours, I managed to get up and call for help.
The point is, Great Call had stopped using the device I had and had not notified me. So for a year I was wearing a device that was useless.
The second time, last week, they said my device went off. I received no call asking if I was okay, so of course they received no answer, so they called the police and my daughter.
I have changed to a new service. It is $10 more, but hopefully will be reliable.
So far, I'm not very impressed. I cannot find how to set some technical settings on the phone nor in the instructions.
For example, I was forced to manually turn off auto-updates for each and every app. I know there is a setting somewhere to time auto-updates and another setting for disallowing auto-updates except via WiFi. Even my 5 year old HTC had those settings!
I very much hate having to call tech support to have them answer tech questions which I could easily find in a more comprehensively documented manual.
Hello ***, we are sorry to hear you are not completely satisfied with the phone. Because we are unaware of the phone model you have it is best to call Customer Service at *** between 5am and 8pm Pacific time, to receive the correct instructions for the auto update setting. You can also email *** with your account information and we can provide you written instructions.
So far, I'm not very impressed. I cannot find how to set some technical settings on the phone nor in the instructions.
For example, I was forced to manually turn off auto-updates for each and every app. I know there is a setting somewhere to time auto-updates and another setting for disallowing auto-updates except via WiFi. Even my 5 year old HTC had those settings!
I very much hate having to call tech support to have them answer tech questions which I could easily find in a more comprehensively documented manual.
Hello ***, we are sorry to hear you are not completely satisfied with the phone. Because we are unaware of the phone model you have it is best to call Customer Service at *** between 5am and 8pm Pacific time, to receive the correct instructions for the auto update setting. You can also email *** with your account information and we can provide you written instructions.
The company "Great Call" has continued sending bills to my address after I cancelled my mother's subscription to this company's service. The only reason they have my address and name is that I paid my mothers final bill when she became unable to do so herself. In doing so, the company got my name and address. On that day that I paid the final bill, I cancelled the account over the phone. I have now received 3 additional bills, and each time, I have called and spoken to representatives to explain that the account was cancelled. The fact that they have not honored my cancellation, and instead continue sending bills, is improper, and evidence that this company is regularly scamming people. The representatives are friendly but the companies business practices clearly are not.
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 to Ms. ***’s complaint which has been submitted on behalf of GreatCall subscriber Ms. ***.
Our records indicate the account was established on October 28, 2007, with the direct purchase of a Jitterbug OneTouch phone.
On April 10, 2018, Ms. *** upgraded to the Jitterbug Flip phone.
Ms. *** called our Customer Service on April 24,2018 to activate the new phone.
Ms. *** contacted our Customer Service on November 19, 2018 to cancel the account and inadvertently the account was left active.
On December 2, 2018 a bill was generated in the amount of $19.50 for service from December 3, 2018 through January 2, 2019.
Ms. *** called our Customer Service on December 12, 2018 to inquire why she was receiving a bill. GreatCall advised Ms. *** the account was still active, and she stated she cancelled it on November 19, 2018. GreatCall disconnected the account on the same day and provided a credit to the account of $19.50.
The account now has a zero balance.
We apologize for any inconvenience this situation may have caused.
Best Regards.
The company "Great Call" has continued sending bills to my address after I cancelled my mother's subscription to this company's service. The only reason they have my address and name is that I paid my mothers final bill when she became unable to do so herself. In doing so, the company got my name and address. On that day that I paid the final bill, I cancelled the account over the phone. I have now received 3 additional bills, and each time, I have called and spoken to representatives to explain that the account was cancelled. The fact that they have not honored my cancellation, and instead continue sending bills, is improper, and evidence that this company is regularly scamming people. The representatives are friendly but the companies business practices clearly are not.
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 to Ms. ***’s complaint which has been submitted on behalf of GreatCall subscriber Ms. ***.
Our records indicate the account was established on October 28, 2007, with the direct purchase of a Jitterbug OneTouch phone.
On April 10, 2018, Ms. *** upgraded to the Jitterbug Flip phone.
Ms. *** called our Customer Service on April 24,2018 to activate the new phone.
Ms. *** contacted our Customer Service on November 19, 2018 to cancel the account and inadvertently the account was left active.
On December 2, 2018 a bill was generated in the amount of $19.50 for service from December 3, 2018 through January 2, 2019.
Ms. *** called our Customer Service on December 12, 2018 to inquire why she was receiving a bill. GreatCall advised Ms. *** the account was still active, and she stated she cancelled it on November 19, 2018. GreatCall disconnected the account on the same day and provided a credit to the account of $19.50.
The account now has a zero balance.
We apologize for any inconvenience this situation may have caused.
Best Regards.
I tried to activate a Great Call device last year in April 2017 for my mother. The device was unable to be activated and my mother was hospitalized shortly after this. I did not know until recently that money was being withdrawn from her checking account each month for this service. I called their customer service and they would not issue a refund. The woman I spoke to was named Allie, she would not give me any other name or information. When I asked for a supervisor she paused and then magically became a supervisor later in the conversation. She said they would not give a refund because the only time we called was on April 13, 2017, the day we tried to activate the device. She later claimed that we never called their company. My mother had decided that if no refund was given she would prefer to go with a more reputable company instead of trying to activate the Great Call device.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. is seeking a refund.We appreciate the opportunity to respond Ms.’s complaint and have completed an audit of her GreatCall account. The GreatCall Lively Mobile is ready to activate out of the box. A customer can call GreatCall to set up an account and receive activation assistance or they can set up online and self-activate the device. Ms.’s account was established on April 13, 2018, with the online activation of a Lively Mobile device. The activation fee was paid with a *** ending in ***, recurring bill payments and the terms and conditions were accepted. Ms. received a credit of $29.99, the base price of the first month of service and billing commenced on April 18, 2018 with the first invoice and continued until December 18, 2018. The total amount of payments received was $264.89. On January 3, 2019, we received a call from Ms. requesting to cancel the account and to receive a refund for eight months of payments. We processed the disconnect order and advised that, per the terms and conditions, and since we had not heard from Ms. regarding any issue with the activation of the device, we were unable to provide a refund. After further review, as a courtesy, we have refunded $264.89, seven payments of $33.44 and one payment of $30.81, back to the *** ending in ***. We apologize for any inconvenience this situation may have caused.Best Regards.
I tried to activate a Great Call device last year in April 2017 for my mother. The device was unable to be activated and my mother was hospitalized shortly after this. I did not know until recently that money was being withdrawn from her checking account each month for this service. I called their customer service and they would not issue a refund. The woman I spoke to was named Allie, she would not give me any other name or information. When I asked for a supervisor she paused and then magically became a supervisor later in the conversation. She said they would not give a refund because the only time we called was on April 13, 2017, the day we tried to activate the device. She later claimed that we never called their company. My mother had decided that if no refund was given she would prefer to go with a more reputable company instead of trying to activate the Great Call device.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. is seeking a refund.We appreciate the opportunity to respond Ms.’s complaint and have completed an audit of her GreatCall account. The GreatCall Lively Mobile is ready to activate out of the box. A customer can call GreatCall to set up an account and receive activation assistance or they can set up online and self-activate the device. Ms.’s account was established on April 13, 2018, with the online activation of a Lively Mobile device. The activation fee was paid with a *** ending in ***, recurring bill payments and the terms and conditions were accepted. Ms. received a credit of $29.99, the base price of the first month of service and billing commenced on April 18, 2018 with the first invoice and continued until December 18, 2018. The total amount of payments received was $264.89. On January 3, 2019, we received a call from Ms. requesting to cancel the account and to receive a refund for eight months of payments. We processed the disconnect order and advised that, per the terms and conditions, and since we had not heard from Ms. regarding any issue with the activation of the device, we were unable to provide a refund. After further review, as a courtesy, we have refunded $264.89, seven payments of $33.44 and one payment of $30.81, back to the *** ending in ***. We apologize for any inconvenience this situation may have caused.Best Regards.
I don't know how they got A+ rating with 2 stars.
Don't use these people
Hi ***, thank you for contacting GreatCall Inc., the creator of the Jitterbug and 5Star Urgent Response service. We are sorry to hear that you are not completely satisfied with the GreatCall product. Please let us know if there is anything we can assist you with or you can contact Customer Service, ***, between the hours of 5am and 8pm Pacific Standard Time.
I don't know how they got A+ rating with 2 stars.
Don't use these people
Hi ***, thank you for contacting GreatCall Inc., the creator of the Jitterbug and 5Star Urgent Response service. We are sorry to hear that you are not completely satisfied with the GreatCall product. Please let us know if there is anything we can assist you with or you can contact Customer Service, ***, between the hours of 5am and 8pm Pacific Standard Time.
Gentlemen,I'm writing you for your help. I have done business with Great Call for several years but in Oct 2018, I complained to them that I wasn't receiving any signal on the belton I wore so they sent me a new one and it didn't work. They tried something in office and that did not work either. I asked to talk to a manager and He told me they couldn't give me the service I wanted I asked why? He said it would cost $50 000.00 or more to update. I stated that I wouldn't be using their service so I told him I would discontinue my service with them. I stopped the payments thry my credit card. Then I received a bill for Oct. $29.00I didn't think I should have to pay that bill for I had not received proper service. They now are charging me interest as you can see on the bill.Please advise me what I should do or how I'm to handle this
Re: ***_ Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. is requesting a credit for the amount due for the Lively Mobile device.
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 November 25, 2011 with the retail purchase of a 5Star device. Ms. chose our Basic Health and Safety Package for $19.99, plus tax, monthly.
Upon receiving this compliant, we have contacted Ms. and have disconnected the account as of December 26, 2018. We have also provided three free months of service, a credit of $66.15, leaving a zero balance on the account.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Gentlemen,I'm writing you for your help. I have done business with Great Call for several years but in Oct 2018, I complained to them that I wasn't receiving any signal on the belton I wore so they sent me a new one and it didn't work. They tried something in office and that did not work either. I asked to talk to a manager and He told me they couldn't give me the service I wanted I asked why? He said it would cost $50 000.00 or more to update. I stated that I wouldn't be using their service so I told him I would discontinue my service with them. I stopped the payments thry my credit card. Then I received a bill for Oct. $29.00I didn't think I should have to pay that bill for I had not received proper service. They now are charging me interest as you can see on the bill.Please advise me what I should do or how I'm to handle this
Re: ***_ Account *** File ***
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. is requesting a credit for the amount due for the Lively Mobile device.
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 November 25, 2011 with the retail purchase of a 5Star device. Ms. chose our Basic Health and Safety Package for $19.99, plus tax, monthly.
Upon receiving this compliant, we have contacted Ms. and have disconnected the account as of December 26, 2018. We have also provided three free months of service, a credit of $66.15, leaving a zero balance on the account.
We apologize for any inconvenience this situation may have caused.
Best Regards.
DO NOT USE THIS COMPANY! The undersell the monthly plan and are glad to charge excessive overage charges. They prey on the elderly and disabled customers that don't understand the billing consequences. When you call to resolve overages the DO NOT take responsibility and make it a win-win. When I called about overage charges for a disabled family member they proposed a cheaper plan with fewer minutes that would INCREASE the monthly overage charges. After bills of $180 and $330 we called to get to the right service plan, but they proposed one that would lead to higher monthly charges. I have personally used *** and ***, and they help you and don't try and take advantage of you.
Hello Karen, we are sorry to hear of your recent experience and we appreciate your feedback. GreatCall sends a usage notification for texts, data and minutes. A journal is also left on the account indicating what the customer was notified for and what his/her usage status was at that time. As long as the customer calls during that billing cycle we are able to add the appropriate rate plan to cover the overage. We understand that each individual will have different needs and usage requirements and as such, we offer a variety of rate plans with a broad range of usage limits.
DO NOT USE THIS COMPANY! The undersell the monthly plan and are glad to charge excessive overage charges. They prey on the elderly and disabled customers that don't understand the billing consequences. When you call to resolve overages the DO NOT take responsibility and make it a win-win. When I called about overage charges for a disabled family member they proposed a cheaper plan with fewer minutes that would INCREASE the monthly overage charges. After bills of $180 and $330 we called to get to the right service plan, but they proposed one that would lead to higher monthly charges. I have personally used *** and ***, and they help you and don't try and take advantage of you.
Hello Karen, we are sorry to hear of your recent experience and we appreciate your feedback. GreatCall sends a usage notification for texts, data and minutes. A journal is also left on the account indicating what the customer was notified for and what his/her usage status was at that time. As long as the customer calls during that billing cycle we are able to add the appropriate rate plan to cover the overage. We understand that each individual will have different needs and usage requirements and as such, we offer a variety of rate plans with a broad range of usage limits.