Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], 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,
[redacted]
Re: [redacted]
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. [redacted] has expressed his dissatisfaction...
with problems encountered during the course of setting up his GreatCall service and activating his Jitterbug Flip handsets.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] established his account on 5/4/2016 with the direct purchase of two Jitterbug Flip cell phones. After encountering a problem with the activation of the Jitterbug Flip phones, replacement phones were issued at no charge and GreatCall exercised due diligence to resolve any outstanding issues with the setup of [redacted] services. Regretfully, on 5/24/2016, [redacted] cancelled his account and was provided the appropriate return information.
We apologize for any inconvenience this situation may have caused.
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. [redacted] is requesting...
reimbursement for return shipping charges incurred as a result of returning his Jitterbug5 cell phone under our 30 day return policy.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] account was established on 6/4/2015 with the direct order of a Jitterbug5 cell phone. On 6/12/2015, [redacted] placed a call to our Customer Service to report that he did not authorize automatic billing on his account. During this call, [redacted] also stated that he was offered free accessories at the time of his order and that these accessories were not included with his phone package. Prior to our representative being able to send the additional items at no charge, [redacted] ended the call by hanging up.
Although our representative called him back to offer the accessories at no charge and resolve the complaint, [redacted] again elected to end the conversation by hanging up with the representative. On 6/13/2015, [redacted] placed another call to our Customer Service to request cancellation and be provided the returns address. During this call, [redacted] expressed that he did not want any assistance; he just wanted to return the phone. Our representative closed his account and provided the returns address.
Under our 30 day return policy, the customer is responsible to return the product at their expense and therefore we cannot reimburse him for charges that were not collected by GreatCall.
Additionally, under our 30 day return policy; the original $10.00 shipping charge, a $10.00 restocking fee and applicable taxes are retained from the initial order. Because [redacted] disputed the purchase with his credit card issuer, he was provided a full refund of his initial order. GreatCall billed [redacted] for the aforementioned shipping and restocking fees and when the fees went unpaid, [redacted] account was referred to collections. As a courtesy, we will waive the shipping and restocking fees. [redacted] account will be removed from collections.
We apologize for any inconvenience this situation may have caused.
Best Regards.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. [redacted] is seeking a refund.We appreciate the opportunity to respond to Ms. [redacted]’s...
complaint and have completed an audit of her GreatCall account. Our records show that on April 28, 2017, Ms. [redacted] activated a retail purchased Jitterbug Smart phone. On May 8, 2017, Ms. [redacted] called to advise that she exchanged the Smart phone at the retail store for a Jitterbug Flip phone and she needs to activate it. We processed a swap order of the line of service to the Flip phone and the phone was activated.On May 25, 2017, Ms. [redacted] called to inquire about the coverage in her area. She stated that the area is heavily wooded and she was experiencing static and dropped calls. Our agent checked the coverage area and our information showed that it was good, however, things such as topography can interfere with the signal.On July 28, 2017, Mr. [redacted] called to troubleshoot the phone as it would not charge. Troubleshooting was performed and a warranty replacement was sent. The phone was delivered and activated on August 2, 2017 On August 7, 2017, Ms. [redacted] called and stated that the four phones she had, had no coverage and she wanted to return the current phone for a refund. We advised that we could cancel the account and refund the last month’s service fee, however, due to usage and being beyond the 30-day return policy, there would be no refund for the cost of the phone, but that we would refund the most recent monthly service fee, she understood and the refund was processed. Ms. [redacted] called a few hours later from the retail store where she purchased the phone and they told her that GreatCall would need to process the refund. She said that she has had two Smart phones and three Flips and that none of them have worked. Our agent reviewed and stated that the issue is with coverage. Ms. [redacted], she insisted that the phones were defective and asked that we speak with her son [redacted]. Our agent review with [redacted], offered a replacement, this was declined and then conferred with leadership. The agent then advised that we would refund the cost of the phone, once it was returned to GreatCall and the return address information was given.The phone was received at GreatCall’s returns center, but it was not reported to Financial Service and the refund was not processed.Our records show that with the three phones that were active on the account, 852 minutes were used. Based on Ms. [redacted]’s statement that she lived in a heavily wooded area, her issue may have been the signal strength. Although GreatCall believes there were no defects in the phones, we have processed a check refund order in the amount of $80.99, to be mailed to the billing address on file on October 2, 2017. The refund amount was determined by the cost of the Jitterbug Flip at the time of purchase from Best Buy, $74.99 and applicable taxes. 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 [redacted], 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.
I thank you for the refund, and sorry It took multiple written conversations, however I'm not making my decision on ONE event, yet many events that seem to be written on many different mode of communication, and I say that a system that does not use a redundant system is dangerous, but we will have to agree to disagree and I'm sure my one status and my opinion makes no difference to a company this large. But i'm sure they know the statement let your concussion be your guide. I would have wished they would have taken my comments serious on the handling of emergency calls and I'm sure my 30 plus years of Emergency serevice is of no interest to them. AGAIN, thank you for the refund and I wish the company luck in there service to the population of seniors that deserve nothing but the best.
Great Call 5 Star thank you for my refund I appreciate it,. and be well.
Regards,
[redacted]
Re: [redacted] Account [redacted] Complaint # [redacted] 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 this complaint.Because Mr. [redacted] did not have adequate wireless coverage at his service address, he experienced issues with the call quality on his GreatCall cell phones. As such, he has been approved for a full refund of his original order. Mr. [redacted] should return his GreatCall cell phone and all original components in like-new condition to the address provided below.GreatCall Returns CenterRA# [redacted]2000 USG DriveLibertyville, IL 60048 Refunds are issued in the same manner that the order was originally placed within 15 business days of the phone being received and evaluated in our warehouse. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted]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. [redacted] is seeking a credit of $60.00.
We...
appreciate the opportunity to respond to [redacted] ‘complaint and have completed an audit of his GreatCall account.
Our records show that [redacted] established his account on 4/30/2011 with the direct purchase of a Jitterbug J phone. [redacted] choose the Premium 39 plan that offered 400 anytime minutes and unlimited nights and weekends.
GreatCall will periodically change our rate plans to better fit our customer’s needs. For privacy and security, GreatCall cannot make changes to an account without permission from the customer and as such we do not automatically update the plan when changes occur.
The most recent plan change occurred in April of this year, after [redacted] cycle date. As a onetime courtesy we have placed a credit of $50.00 to [redacted] account for the 5 months of service (May through September).
We apologize for any inconvenience this situation may have caused.Best Regards.
Re: [redacted]_Revdex.com Complaint # [redacted] 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. [redacted]’s complaint and have completed a review of her GreatCall account. Our records indicate that Ms. [redacted]’s account was established on February 26, 2017, with the direct order of a Jitterbug Smart touchscreen phone. On March 3, 2017, Ms. [redacted] contacted our Customer Service to close her account and obtain the returns address. A refund, pursuant to our 30-Day Return Policy, was issued on March 15, 2017. As indicated in our 30-Day Return Policy, the original shipping charges are non-refundable and a $10.00 restocking fee is retained from the original sales transaction. GreatCall’s 30-Day Return Policy is printed in the Terms and Conditions section of the User Guide packaged with the handset and is available for review on our website, https://www.greatcall.com/legal/guarantee. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted] Account [redacted] Complaint # [redacted] 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. [redacted]’s complaint and have completed a review of his GreatCall account. Our records indicate that Mr. [redacted] established service on February 4, 2017, with the activation of a Jitterbug Plus cell phone through our website www.greatcall.com. On March 18, 2017, a warranty replacement handset was issued. The replacement was subsequently delivered and activated on March 22, 2017. On April 10, 2017, Mr. [redacted] closed his GreatCall account and stated that he had already returned the original phone in the pre-paid envelope provided with the warranty replacement. While we acknowledge receipt of the original phone activated by Mr. [redacted], we have no record of the replacement phone being returned or received and Mr. [redacted] is unable to provide tracking detail or proof of receipt. Although Mr. [redacted] would not typically qualify for a refund of the monthly service charges or the service activation fee due to the recorded usage of the phone, we will refund all monies collected to help Mr. [redacted] recoup the cost of the phone purchased from [redacted].com. Refunds totaling $93.39 will be issued to the [redacted] card ending in 1000, from which they were originally collected. We apologize for any inconvenience this situation may have caused. Best Regards.
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has expressed his dissatisfaction with GreatCall’s...
5Star Urgent Response service.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account.
[redacted] has reported that during the course of placing a test call to our Emergency Response Center, he was greeted with an automated recording indicating that all representatives were busy at that time and that he should dial 9-1-1 in the event of a critical emergency.
Specific instructions for placing test calls are described on pages 46 and 47 of the User Guide enclosed with the device and can also be found in the Frequently Asked Questions section of our website ([redacted]). In a rare instance that an Emergency Response Agent is not immediately available, a recording will play advising a caller to dial 9-1-1 for a critical emergency. In most cases, when a high number of calls are received at one time, an Emergency Response agent is usually available within 60 seconds. Should a customer elect to dial 9-1-1 directly, they can do so by pressing and holing the center call button on the GreatCall Splash device for five or more seconds.
Our records show that on 6/16/2016, [redacted] called our Customer Service to request the cancellation of his account. Per his request, the account was closed. Because [redacted] requested cancellation outside of our standard 30 day return period, we are unable to grant his request for a refund.
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 [redacted] 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,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Re: [redacted] Account [redacted] File [redacted]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. [redacted]’s complaint rebuttal.As previously stated, on 7/7/2017, GreatCall received a charge back from [redacted] for $53.43, the purchase price of the Lively and these funds were immediately taken from GreatCall and returned to Ms. [redacted]’s credit card ending in [redacted]. Ms. [redacted] will need to follow up with her credit card company as GreatCall considers this matter to be closed. We apologize for any inconvenience this situation may have caused.Best Regards.
Hello,Please see comments below.[redacted], GreatCall OperationsRe: [redacted]_ Account
[redacted] File [redacted]
To Whom It May Concern:
On behalf of
GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is
submitted in response to the above-referenced complaint. [redacted] has
supplied additional comments in reference to her complaint.
Our previous
review indicated that on 7/29/2015, [redacted] activated two lines of service.
On 10/25/2015 only one service number, ([redacted], was requested to be
cancelled. Because the line of service was scheduled for cancellation, the port
request received on 10/26/2015 could not be processed. Per [redacted]
request, the phone number ([redacted] was reconnected on 11/3/2014 to allow
for a port out to her new carrier. On 11/4/2015 [redacted] was billed for the
monthly service charges for both lines of service that were active on her
account at the time her monthly billing statement was generated. In addition to
the monthly service charges for both lines of service, [redacted] was billed
for overage charges that were incurred during the 10/4/2015 to 11/3/2015
billing period.
Our records
show that as of 12/2/2015, the second line of service, phone number (507) 461-2572,
was ported out and [redacted] GreatCall account was closed. Because the
account has been disconnected in full, [redacted] will incur no further
charges from GreatCall.
We apologize
for any inconvenience this situation may have caused and consider this matter
resolved.
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I reject the audit of my account. I made numerous attempts and was forced to have my credit card company step in to claw back payments made after several attempts to stop this service. I have attach a screenshot of an email sent to me today. Again Great Call is demanding payment.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Re: [redacted]_ Account [redacted]_Revdex.com Complaint # [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint.
[redacted] has expressed...
dissatisfaction with her Customer Service experience and has reported that our agent's actions caused her to be double billed. She has requested a refund of charges incurred after her cancellation request on 10/14/14.
We appreciate this opportunity to respond to [redacted]’s complaint and have completed a review of her account.
We have determined that [redacted]’s account was established on 01/04/14 with the online activation of a red Jitterbug Plus handset. The customer paid $27.98 for a one-time service activation fee ($25) and applicable taxes ($2.98). At that time, she elected our GoPlan 39 for $39.99 per month plus applicable taxes which includes 700 airtime minutes, our 5Star Urgent Response service, Urgent Care and Voicemail. Concurrently during the activation process, our billing system established a Monthly 04 bill cycle date. Such cycle date determines when new air-time minutes are applied to the account and when the customer receives her monthly statement.
Later that day, [redacted] contacted Customer Service who assisted her in initiating a port-in of her existing phone number. We have confirmed that the port-in request was completed and her phone number was activated on her handset on 01/06/14.
On 02/20/14 [redacted] contacted Customer Service and per her request, her rate plan was upgraded to our GoPlan 49 for $49.99 per month which increased her monthly air-time minutes to 1500 minutes per bill cycle. Our records also indicate that [redacted] established a recurring ePayment to satisfy her monthly service charges on via our website 09/05/14. At that time, her account reflected an outstanding balance of $57.49 for the charges associated with her September 2014 invoice.
Our system was unable to process a payment for this outstanding charge because the recurring ePayment was established after the customer's Monthly 04 bill cycle date.
[redacted]’s October 2014's invoice totaling $57.49 was generated on 10/05/14. Our Financial Service team contacted [redacted] on 10/06/14 to obtain payment of her aging September 2014 invoice charges ($57.49). [redacted] elected to make a one-time payment of $114.93 to satisfy both her September and October invoice charges. Later that afternoon, our system initiated an ePayment to satisfy the outstanding charges on the account. We regret that the one-time payment submitted earlier that day was still in a pending status which resulted in the second debit. [redacted] advised us of the billing issue on 10/13/14.
This issue was escalated and we have confirmed that the duplicate charge was refunded to her [redacted] on 10/15/14.
On 10/07/14 [redacted] emailed Customer Service to request a rate plan change to a less expensive plan. Our agent reviewed her usage and determined that our Go Plan 39 which includes 700 air-time minutes per bill cycle would be the best fit. She was advised to closely monitor her usage to prevent excessive usage charges and asked to confirm if the rate plan change should be completed. [redacted] submitted a follow-up email expressing dissatisfaction with our agent's response and reiterated her rate plan change request. In our agent's final response, our agent apologized for any misunderstanding and confirmed that [redacted]'s request could be processed.
[redacted] called Customer Service on 10/14/14 to express her dissatisfaction with her recent Customer Service experience and requested that her account be cancelled.
Per her request, the account was cancelled. Later that day, a port out request received from her new carrier was rejected because of the pending disconnect order on the account. During [redacted]’s 10/16/14 follow-up call to Customer Service, she was advised of the rejected port out request. Per her request, the pending order was removed and she was advised to allow 1-2 business days for the port out request to be completed. We have confirmed that on 10/23/14, [redacted]’s phone number was successfully ported out and the account was cancelled.
We regret any negative Customer Service experience as the result of the duplicate billing and miscommunication via email.
At this time, [redacted]’s account has been cancelled per her request and her account reflects a $0 balance.
We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me.
Best Regards.
Re: [redacted]_ Account [redacted]_ File [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has provided additional comments regarding the above referenced complaint.
GreatCall wishes to point out that our records show that [redacted] is still subscribed to the Ultimate Health and Safety package as she elected to end her call to our Customer Service prior to our representative being able to complete the requested change in the monthly service plan. We kindly ask that [redacted] contact our Customer Service at[redacted] to process the desired change in service. We are available every day between 5am and 9pm pacific time. As a one-time courtesy, we will issue a service credit for the difference in the rate plans. This credit will be applied towards the next monthly service charge and will be deducted from the new rate selected. [redacted] can have our representative reference this response, which will be posted to the GreatCall account, for authorization to apply the credit.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Re: [redacted]
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the [redacted] and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to respond...
to Ms. [redacted]’ complaint and have completed a review of her GreatCall account. Our records indicate that Ms. [redacted] established service on May 7, 2017, with the online activation of a [redacted] Smart touchscreen phone purchased from a local Best Buy store. During the course of setting her account up online, Ms. [redacted] selected an Unlimited Talk and Text plan. In the first billing period between May 12th and June 11th, we show that Ms. [redacted] used 3,130 talk-time minutes. This usage was reported to her on page 3 of the billing statement generated on June 12th, 2017. In the second billing period between June 12th and July 11th, we show that Ms. [redacted] used 2,891 talk-time minutes. This usage was reported to her on page 3 of the billing statement generated on July 12th, 2017. On July 17th, 2017, Ms. [redacted] contacted our Customer Service to request a lower rate plan. At that time, she selected a rate plan with a talk-time limit of 1,000 minutes. On July 22nd, 2017, GreatCall delivered a Usage Notification warning alert to Ms. [redacted]’ [redacted] phone to advise her that she was close to using the allotment of available minutes for her rate plan selection. On July 27th, 2017, Ms. [redacted] followed up with our Customer Service to request cancellation of her account. At any time, prior to closing her account, Ms. [redacted] could have reviewed the usage for her phone by accessing the Usage section of the phone menu, accessing the usage/detailed history through her www.mygreatcall.com account or by contacting our Customer Service by phone. We apologize for any inconvenience this situation may have caused. Best Regards.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I believe that the company is not going to refund my money, and I feel that they truly believe what happen and that they have no liability, when there prior remarks they feel there was no malfunction, and they believe that. Even tho the system did not work and according to several websites this is a on-going problem.
So I do still believe they owe me my refund and it truly is over 80.00 but I was only requesting the monthly fee, and since they have no intention of any good faith. They are a scam, and have no sense of responsibility for myself or any of there customers, I have a interview scheduled with a NBC affiliate and see If they are interested in my story of the malfunction being heard. Also we have contacted the Attorney General Of California and filed a Scam and fraud complaint.
So Please forward this to the Great Call 5 Star team and we can try one more time to refund what I believe is a small part of what is owed, But I believe that many senior citizens are suffering and that is sad.
Revdex.com Of San Diego County thank you for taking your time with this, sorry this company does not feel they owe me my money back. I'm sure I'm just a spot of what they are doing to people, I'm sad I really was hoping they would own up to the failure and refund what I believe would show they have good faith, but they have none, and truly they only care about money.
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], 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,
[redacted]
Re: [redacted]
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. [redacted] has expressed his dissatisfaction...
with problems encountered during the course of setting up his GreatCall service and activating his Jitterbug Flip handsets.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] established his account on 5/4/2016 with the direct purchase of two Jitterbug Flip cell phones. After encountering a problem with the activation of the Jitterbug Flip phones, replacement phones were issued at no charge and GreatCall exercised due diligence to resolve any outstanding issues with the setup of [redacted] services. Regretfully, on 5/24/2016, [redacted] cancelled his account and was provided the appropriate return information.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Re: [redacted]
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. [redacted] is requesting...
reimbursement for return shipping charges incurred as a result of returning his Jitterbug5 cell phone under our 30 day return policy.
We appreciate the opportunity to respond to [redacted] complaint and have completed a review of his GreatCall account.
Our records show that [redacted] account was established on 6/4/2015 with the direct order of a Jitterbug5 cell phone. On 6/12/2015, [redacted] placed a call to our Customer Service to report that he did not authorize automatic billing on his account. During this call, [redacted] also stated that he was offered free accessories at the time of his order and that these accessories were not included with his phone package. Prior to our representative being able to send the additional items at no charge, [redacted] ended the call by hanging up.
Although our representative called him back to offer the accessories at no charge and resolve the complaint, [redacted] again elected to end the conversation by hanging up with the representative. On 6/13/2015, [redacted] placed another call to our Customer Service to request cancellation and be provided the returns address. During this call, [redacted] expressed that he did not want any assistance; he just wanted to return the phone. Our representative closed his account and provided the returns address.
Under our 30 day return policy, the customer is responsible to return the product at their expense and therefore we cannot reimburse him for charges that were not collected by GreatCall.
Additionally, under our 30 day return policy; the original $10.00 shipping charge, a $10.00 restocking fee and applicable taxes are retained from the initial order. Because [redacted] disputed the purchase with his credit card issuer, he was provided a full refund of his initial order. GreatCall billed [redacted] for the aforementioned shipping and restocking fees and when the fees went unpaid, [redacted] account was referred to collections. As a courtesy, we will waive the shipping and restocking fees. [redacted] account will be removed from collections.
We apologize for any inconvenience this situation may have caused.
Best Regards.
To Whom It May Concern:On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. Ms. [redacted] is seeking a refund.We appreciate the opportunity to respond to Ms. [redacted]’s...
complaint and have completed an audit of her GreatCall account. Our records show that on April 28, 2017, Ms. [redacted] activated a retail purchased Jitterbug Smart phone. On May 8, 2017, Ms. [redacted] called to advise that she exchanged the Smart phone at the retail store for a Jitterbug Flip phone and she needs to activate it. We processed a swap order of the line of service to the Flip phone and the phone was activated.On May 25, 2017, Ms. [redacted] called to inquire about the coverage in her area. She stated that the area is heavily wooded and she was experiencing static and dropped calls. Our agent checked the coverage area and our information showed that it was good, however, things such as topography can interfere with the signal.On July 28, 2017, Mr. [redacted] called to troubleshoot the phone as it would not charge. Troubleshooting was performed and a warranty replacement was sent. The phone was delivered and activated on August 2, 2017 On August 7, 2017, Ms. [redacted] called and stated that the four phones she had, had no coverage and she wanted to return the current phone for a refund. We advised that we could cancel the account and refund the last month’s service fee, however, due to usage and being beyond the 30-day return policy, there would be no refund for the cost of the phone, but that we would refund the most recent monthly service fee, she understood and the refund was processed. Ms. [redacted] called a few hours later from the retail store where she purchased the phone and they told her that GreatCall would need to process the refund. She said that she has had two Smart phones and three Flips and that none of them have worked. Our agent reviewed and stated that the issue is with coverage. Ms. [redacted], she insisted that the phones were defective and asked that we speak with her son [redacted]. Our agent review with [redacted], offered a replacement, this was declined and then conferred with leadership. The agent then advised that we would refund the cost of the phone, once it was returned to GreatCall and the return address information was given.The phone was received at GreatCall’s returns center, but it was not reported to Financial Service and the refund was not processed.Our records show that with the three phones that were active on the account, 852 minutes were used. Based on Ms. [redacted]’s statement that she lived in a heavily wooded area, her issue may have been the signal strength. Although GreatCall believes there were no defects in the phones, we have processed a check refund order in the amount of $80.99, to be mailed to the billing address on file on October 2, 2017. The refund amount was determined by the cost of the Jitterbug Flip at the time of purchase from Best Buy, $74.99 and applicable taxes. 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 [redacted], 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.
I thank you for the refund, and sorry It took multiple written conversations, however I'm not making my decision on ONE event, yet many events that seem to be written on many different mode of communication, and I say that a system that does not use a redundant system is dangerous, but we will have to agree to disagree and I'm sure my one status and my opinion makes no difference to a company this large. But i'm sure they know the statement let your concussion be your guide. I would have wished they would have taken my comments serious on the handling of emergency calls and I'm sure my 30 plus years of Emergency serevice is of no interest to them. AGAIN, thank you for the refund and I wish the company luck in there service to the population of seniors that deserve nothing but the best.
Great Call 5 Star thank you for my refund I appreciate it,. and be well.
Regards,
[redacted]
Re: [redacted] Account [redacted] Complaint # [redacted] 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 this complaint.Because Mr. [redacted] did not have adequate wireless coverage at his service address, he experienced issues with the call quality on his GreatCall cell phones. As such, he has been approved for a full refund of his original order. Mr. [redacted] should return his GreatCall cell phone and all original components in like-new condition to the address provided below.GreatCall Returns CenterRA# [redacted]2000 USG DriveLibertyville, IL 60048 Refunds are issued in the same manner that the order was originally placed within 15 business days of the phone being received and evaluated in our warehouse. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted]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. [redacted] is seeking a credit of $60.00.
We...
appreciate the opportunity to respond to [redacted] ‘complaint and have completed an audit of his GreatCall account.
Our records show that [redacted] established his account on 4/30/2011 with the direct purchase of a Jitterbug J phone. [redacted] choose the Premium 39 plan that offered 400 anytime minutes and unlimited nights and weekends.
GreatCall will periodically change our rate plans to better fit our customer’s needs. For privacy and security, GreatCall cannot make changes to an account without permission from the customer and as such we do not automatically update the plan when changes occur.
The most recent plan change occurred in April of this year, after [redacted] cycle date. As a onetime courtesy we have placed a credit of $50.00 to [redacted] account for the 5 months of service (May through September).
We apologize for any inconvenience this situation may have caused.Best Regards.
Re: [redacted]_Revdex.com Complaint # [redacted] 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. [redacted]’s complaint and have completed a review of her GreatCall account. Our records indicate that Ms. [redacted]’s account was established on February 26, 2017, with the direct order of a Jitterbug Smart touchscreen phone. On March 3, 2017, Ms. [redacted] contacted our Customer Service to close her account and obtain the returns address. A refund, pursuant to our 30-Day Return Policy, was issued on March 15, 2017. As indicated in our 30-Day Return Policy, the original shipping charges are non-refundable and a $10.00 restocking fee is retained from the original sales transaction. GreatCall’s 30-Day Return Policy is printed in the Terms and Conditions section of the User Guide packaged with the handset and is available for review on our website, https://www.greatcall.com/legal/guarantee. We apologize for any inconvenience this situation may have caused. Best Regards.
Re: [redacted] Account [redacted] Complaint # [redacted] 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. [redacted]’s complaint and have completed a review of his GreatCall account. Our records indicate that Mr. [redacted] established service on February 4, 2017, with the activation of a Jitterbug Plus cell phone through our website www.greatcall.com. On March 18, 2017, a warranty replacement handset was issued. The replacement was subsequently delivered and activated on March 22, 2017. On April 10, 2017, Mr. [redacted] closed his GreatCall account and stated that he had already returned the original phone in the pre-paid envelope provided with the warranty replacement. While we acknowledge receipt of the original phone activated by Mr. [redacted], we have no record of the replacement phone being returned or received and Mr. [redacted] is unable to provide tracking detail or proof of receipt. Although Mr. [redacted] would not typically qualify for a refund of the monthly service charges or the service activation fee due to the recorded usage of the phone, we will refund all monies collected to help Mr. [redacted] recoup the cost of the phone purchased from [redacted].com. Refunds totaling $93.39 will be issued to the [redacted] card ending in 1000, from which they were originally collected. We apologize for any inconvenience this situation may have caused. Best Regards.
RE: [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has expressed his dissatisfaction with GreatCall’s...
5Star Urgent Response service.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account.
[redacted] has reported that during the course of placing a test call to our Emergency Response Center, he was greeted with an automated recording indicating that all representatives were busy at that time and that he should dial 9-1-1 in the event of a critical emergency.
Specific instructions for placing test calls are described on pages 46 and 47 of the User Guide enclosed with the device and can also be found in the Frequently Asked Questions section of our website ([redacted]). In a rare instance that an Emergency Response Agent is not immediately available, a recording will play advising a caller to dial 9-1-1 for a critical emergency. In most cases, when a high number of calls are received at one time, an Emergency Response agent is usually available within 60 seconds. Should a customer elect to dial 9-1-1 directly, they can do so by pressing and holing the center call button on the GreatCall Splash device for five or more seconds.
Our records show that on 6/16/2016, [redacted] called our Customer Service to request the cancellation of his account. Per his request, the account was closed. Because [redacted] requested cancellation outside of our standard 30 day return period, we are unable to grant his request for a refund.
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 [redacted] 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,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Re: [redacted] Account [redacted] File [redacted]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. [redacted]’s complaint rebuttal.As previously stated, on 7/7/2017, GreatCall received a charge back from [redacted] for $53.43, the purchase price of the Lively and these funds were immediately taken from GreatCall and returned to Ms. [redacted]’s credit card ending in [redacted]. Ms. [redacted] will need to follow up with her credit card company as GreatCall considers this matter to be closed. We apologize for any inconvenience this situation may have caused.Best Regards.
Hello,Please see comments below.[redacted], GreatCall OperationsRe: [redacted]_ Account
[redacted] File [redacted]
To Whom It May Concern:
On behalf of
GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is
submitted in response to the above-referenced complaint. [redacted] has
supplied additional comments in reference to her complaint.
Our previous
review indicated that on 7/29/2015, [redacted] activated two lines of service.
On 10/25/2015 only one service number, ([redacted], was requested to be
cancelled. Because the line of service was scheduled for cancellation, the port
request received on 10/26/2015 could not be processed. Per [redacted]
request, the phone number ([redacted] was reconnected on 11/3/2014 to allow
for a port out to her new carrier. On 11/4/2015 [redacted] was billed for the
monthly service charges for both lines of service that were active on her
account at the time her monthly billing statement was generated. In addition to
the monthly service charges for both lines of service, [redacted] was billed
for overage charges that were incurred during the 10/4/2015 to 11/3/2015
billing period.
Our records
show that as of 12/2/2015, the second line of service, phone number (507) 461-2572,
was ported out and [redacted] GreatCall account was closed. Because the
account has been disconnected in full, [redacted] will incur no further
charges from GreatCall.
We apologize
for any inconvenience this situation may have caused and consider this matter
resolved.
Best Regards.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I reject the audit of my account. I made numerous attempts and was forced to have my credit card company step in to claw back payments made after several attempts to stop this service. I have attach a screenshot of an email sent to me today. Again Great Call is demanding payment.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Re: [redacted]_ Account [redacted]_Revdex.com Complaint # [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint.
[redacted] has expressed...
dissatisfaction with her Customer Service experience and has reported that our agent's actions caused her to be double billed. She has requested a refund of charges incurred after her cancellation request on 10/14/14.
We appreciate this opportunity to respond to [redacted]’s complaint and have completed a review of her account.
We have determined that [redacted]’s account was established on 01/04/14 with the online activation of a red Jitterbug Plus handset. The customer paid $27.98 for a one-time service activation fee ($25) and applicable taxes ($2.98). At that time, she elected our GoPlan 39 for $39.99 per month plus applicable taxes which includes 700 airtime minutes, our 5Star Urgent Response service, Urgent Care and Voicemail. Concurrently during the activation process, our billing system established a Monthly 04 bill cycle date. Such cycle date determines when new air-time minutes are applied to the account and when the customer receives her monthly statement.
Later that day, [redacted] contacted Customer Service who assisted her in initiating a port-in of her existing phone number. We have confirmed that the port-in request was completed and her phone number was activated on her handset on 01/06/14.
On 02/20/14 [redacted] contacted Customer Service and per her request, her rate plan was upgraded to our GoPlan 49 for $49.99 per month which increased her monthly air-time minutes to 1500 minutes per bill cycle. Our records also indicate that [redacted] established a recurring ePayment to satisfy her monthly service charges on via our website 09/05/14. At that time, her account reflected an outstanding balance of $57.49 for the charges associated with her September 2014 invoice.
Our system was unable to process a payment for this outstanding charge because the recurring ePayment was established after the customer's Monthly 04 bill cycle date.
[redacted]’s October 2014's invoice totaling $57.49 was generated on 10/05/14. Our Financial Service team contacted [redacted] on 10/06/14 to obtain payment of her aging September 2014 invoice charges ($57.49). [redacted] elected to make a one-time payment of $114.93 to satisfy both her September and October invoice charges. Later that afternoon, our system initiated an ePayment to satisfy the outstanding charges on the account. We regret that the one-time payment submitted earlier that day was still in a pending status which resulted in the second debit. [redacted] advised us of the billing issue on 10/13/14.
This issue was escalated and we have confirmed that the duplicate charge was refunded to her [redacted] on 10/15/14.
On 10/07/14 [redacted] emailed Customer Service to request a rate plan change to a less expensive plan. Our agent reviewed her usage and determined that our Go Plan 39 which includes 700 air-time minutes per bill cycle would be the best fit. She was advised to closely monitor her usage to prevent excessive usage charges and asked to confirm if the rate plan change should be completed. [redacted] submitted a follow-up email expressing dissatisfaction with our agent's response and reiterated her rate plan change request. In our agent's final response, our agent apologized for any misunderstanding and confirmed that [redacted]'s request could be processed.
[redacted] called Customer Service on 10/14/14 to express her dissatisfaction with her recent Customer Service experience and requested that her account be cancelled.
Per her request, the account was cancelled. Later that day, a port out request received from her new carrier was rejected because of the pending disconnect order on the account. During [redacted]’s 10/16/14 follow-up call to Customer Service, she was advised of the rejected port out request. Per her request, the pending order was removed and she was advised to allow 1-2 business days for the port out request to be completed. We have confirmed that on 10/23/14, [redacted]’s phone number was successfully ported out and the account was cancelled.
We regret any negative Customer Service experience as the result of the duplicate billing and miscommunication via email.
At this time, [redacted]’s account has been cancelled per her request and her account reflects a $0 balance.
We apologize for any inconvenience this situation may have caused and consider this matter resolved unless the Revdex.com has any further questions or requires additional information. If you have any further questions, please contact me.
Best Regards.
Re: [redacted]_ Account [redacted]_ File [redacted]
To Whom It May Concern:
On behalf of GreatCall, Inc. (“GreatCall”), creator of the Jitterbug, this letter is submitted in response to the above-referenced complaint. [redacted] has provided additional comments regarding the above referenced complaint.
GreatCall wishes to point out that our records show that [redacted] is still subscribed to the Ultimate Health and Safety package as she elected to end her call to our Customer Service prior to our representative being able to complete the requested change in the monthly service plan. We kindly ask that [redacted] contact our Customer Service at[redacted] to process the desired change in service. We are available every day between 5am and 9pm pacific time. As a one-time courtesy, we will issue a service credit for the difference in the rate plans. This credit will be applied towards the next monthly service charge and will be deducted from the new rate selected. [redacted] can have our representative reference this response, which will be posted to the GreatCall account, for authorization to apply the credit.
We apologize for any inconvenience this situation may have caused.
Best Regards.
Re: [redacted]
To Whom It May Concern: On behalf of GreatCall, Inc. (“GreatCall”), creator of the [redacted] and 5Star Urgent Response, this letter is submitted in response to the above-referenced complaint. We appreciate the opportunity to respond...
to Ms. [redacted]’ complaint and have completed a review of her GreatCall account. Our records indicate that Ms. [redacted] established service on May 7, 2017, with the online activation of a [redacted] Smart touchscreen phone purchased from a local Best Buy store. During the course of setting her account up online, Ms. [redacted] selected an Unlimited Talk and Text plan. In the first billing period between May 12th and June 11th, we show that Ms. [redacted] used 3,130 talk-time minutes. This usage was reported to her on page 3 of the billing statement generated on June 12th, 2017. In the second billing period between June 12th and July 11th, we show that Ms. [redacted] used 2,891 talk-time minutes. This usage was reported to her on page 3 of the billing statement generated on July 12th, 2017. On July 17th, 2017, Ms. [redacted] contacted our Customer Service to request a lower rate plan. At that time, she selected a rate plan with a talk-time limit of 1,000 minutes. On July 22nd, 2017, GreatCall delivered a Usage Notification warning alert to Ms. [redacted]’ [redacted] phone to advise her that she was close to using the allotment of available minutes for her rate plan selection. On July 27th, 2017, Ms. [redacted] followed up with our Customer Service to request cancellation of her account. At any time, prior to closing her account, Ms. [redacted] could have reviewed the usage for her phone by accessing the Usage section of the phone menu, accessing the usage/detailed history through her www.mygreatcall.com account or by contacting our Customer Service by phone. We apologize for any inconvenience this situation may have caused. Best Regards.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I believe that the company is not going to refund my money, and I feel that they truly believe what happen and that they have no liability, when there prior remarks they feel there was no malfunction, and they believe that. Even tho the system did not work and according to several websites this is a on-going problem.
So I do still believe they owe me my refund and it truly is over 80.00 but I was only requesting the monthly fee, and since they have no intention of any good faith. They are a scam, and have no sense of responsibility for myself or any of there customers, I have a interview scheduled with a NBC affiliate and see If they are interested in my story of the malfunction being heard. Also we have contacted the Attorney General Of California and filed a Scam and fraud complaint.
So Please forward this to the Great Call 5 Star team and we can try one more time to refund what I believe is a small part of what is owed, But I believe that many senior citizens are suffering and that is sad.
Revdex.com Of San Diego County thank you for taking your time with this, sorry this company does not feel they owe me my money back. I'm sure I'm just a spot of what they are doing to people, I'm sad I really was hoping they would own up to the failure and refund what I believe would show they have good faith, but they have none, and truly they only care about money.
[redacted]