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GreatCall Inc Reviews (304)

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 the first month free...

credit. We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of his GreatCall account. 
We do show that on 10/27/16 [redacted] called our customer service to ask about the first month free. Our agent offered the service fee credit of $34.99, the base price, but [redacted] did not feel that he should have to pay for taxes. Although the terms of the offer are for the base price of service, our agent also offered a $5.00 credit to be added to the account and [redacted] accepted this offer. 
We apologize that our agent failed to add this credit as promised. On 10/31/16, both the $34.99 and $5.00 credits have been added to the account. Also, we apologize that [redacted] has not received an email reply, email reply is generally a 48/72-hour turnaround time.We apologize for any inconvenience this situation may have caused.Best Regards.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [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.  After repeated phone calls with much misinformation, I made one phone call to the closed credit card company and have received the refund. 
Regards,
[redacted]

I am not satisfied but have no desire to invest more time in this dispute. I have obtained a new cell phone and service from a different provider and will share my experience with Great Call with anyone who brings up cell phones in conversation. I look forward to receiving Great Call's refund check for $82.90 but consider it small compensation for all the aggravation and expense.[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]

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] ATTENTION, any charges past April 2016 posted to my credit card will be dealt with as fraudulent as it has been made clear I have cancelled the service by phone (withnessed by [redacted] also on the line) and in these conversations.
First, I called GreatCall by phone not Mr. [redacted]. The issue [redacted] tried to bring to their attention during that phone conversation (we were both on the line) was that the account data was not mine – obviously the account was in my name!
 
Second, let me make it clear to all concerned previous service is in dispute and service has already been cancelled as per our last phone conversation preceding this Revdex.com complaint. So offering a free month in June just shows the person (who does not have the decency to sign their name) handling this case does not even have the respect to read the content of the complaint.
And, given the fact their disregard for refunding the 7 seven months in which payments were taken from my credit card account in which...
l. The medical data was corrupted, the police requested the unit be disabled (it was calling 911 on its own) and because the Greatcall operator gave them the wrong address information from my corrupted data file they had to do searching of neighborhoods. Causing them to knock on 13 homes the last time they were called before they tracked the unit to my door. BTW: This is on report at the [redacted] police department.
 
Furthermore, the data file not only contained missing address information (my apartment number) it also lacked information about medications I am allergic to. In an emergency in which I was unable to communicate this might have cause the loss of my life.
 
All I asked for was repayment of the seven months they charged my account while NOT providing ANY useful service and to reinstate the service with a new unit and data file. I never would have suspected that they would so boldly preceded to violate me – a loyal customer for years.  Instead they seem determined to make a lifelong crusader of this cause.
 
As a result, I am proceeding with contacting upper management of Greatcall in the hope that they might not be aware of the incompetence of the person handling this matter in their behalf.
I also feel this should be brought to the attention of [redacted] Attorney general of ** as well as the Attorney general in the state where Greatcall has its headquarters.
For this reason, I am seeking advisement of the Revdex.com. Perhaps, given their total disrespect of the Revdex.com service -- the proceeding here should be released as null and void so that I may proceed with my complaint with the offices that license the Greatcall service and in small claims court in my local. This would give the [redacted] police department an opportunity to go on record and testify of their experience with Greatcall.
BB: Please advise me as to your suggestions.
Thank You,[redacted]

Hello,Please see our response 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]...

[redacted] has
requested that her phone number be released for porting to a new carrier.
We
appreciate the opportunity to respond to [redacted] complaint and have
completed an audit of her GreatCall account.
Our records
show that [redacted] account was established on 7/29/2015 with the activation
of two (2) Jitterbug Touch3 phones purchased from a retail location. In the
first month of service [redacted] selected a 400 minute plan for each handset.
Our records show that on 10/24/2015 a Usage Notification warning call was
delivered to [redacted] phone [redacted] The call delivered to [redacted] phone was to advise her that she was in jeopardy of exceeding her
allowed airtime minutes and could begin to incur usage overage charges towards
her next billing. [redacted] followed up with our Customer Service on
10/25/2015 and although she was offered a plan to cover her usage and overages,
she elected to request cancelation of the line of service for phone number
[redacted]. Because the line of service was scheduled for cancellation, the
port out request received on 10/26/2015 was rejected. Per [redacted]
request, the line of service for phone number [redacted] was reconnected on
11/3/2015 to allow for the phone number to be ported to a new carrier. On
11/9/2015, the phone number was successfully ported to a new carrier.   
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.  
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] complaint. A review of Mr. [redacted] account shows that the closing balance of $92.50, incurred for exceeding the talk-time limit of the monthly service plan selected, has been determined to be due and payable. A detailed usage report for all phone calls made and received to and from Mr. [redacted] Jitterbug Touch3 smartphone during the billing period of April 11, 2017 and May 10, 2017, during which the above referenced overages were incurred, will be mailed to the billing address on record for his review. We apologize for any inconvenience this situation may have caused. Best Regards.

Re: Wal[redacted] [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...

submitted a refund request for the purchase of his Jitterbug cell phone.
We appreciate the opportunity to respond to [redacted] response and have completed a review of his GreatCall account.
Our records indicate that [redacted] service was established on 5/11/2016 with the direct purchase of a Jitterbug Flip. The initial order, totaling $133.53, was processed using a [redacted] ending [redacted] and consisted of the Jitterbug Flip for $74.99 (discounted from $99.99), a one-time service activation fee of $35.00, a non-refundable ground shipping charge of $10.00 and $13.54 for applicable taxes. At the time of the order, our basic Health and Safety package with 600 airtime minutes for $29.99 plus tax monthly was selected.
On 5/16/2016, [redacted] placed a call to our Customer Service to report that she was unable to complete the final programming of the Jitterbug Flip cell phone. After the proper troubleshooting was conducted it was determined that a pre-activated replacement phone should be issued to [redacted] and a request was submitted. The order tracking information shows that the pre-activated replacement was delivered on 5/23/2016 and used that same day to place an outgoing call. On 5/27/2016, [redacted] placed a call to our Customer Service and reported that he was having difficulty powering the phone on.
At that time, [redacted] was advised to fully charge the phone and to press the designated On/Off button found on the phone’s keypad. On 6/13/2016, [redacted] responded to a billing notification and paid the account balance of $37.01. This payment represented service between 5/19/2016 and 6/18/2016, during which a total of 354 airtime minutes were used.
On 7/1/2016, [redacted] placed a call to our Customer Service and processed a monthly service payment of $36.79. This payment represented service between 6/19/2016 and 7/18/2016, during which a total (to date) of 296 airtime minutes were used. On 7/3/2016, [redacted] requested the cancellation of his account and was offered a free month of service. [redacted] declined the offer and his account was scheduled for disconnect at the end of the current billing period in which he was paid through, 7/18/2016.
Although [redacted] requested cancellation outside of our 30 day return period, GreatCall will agree to refund the initial order only, less the non-refundable shipping charge, a $10.00 restocking fee and any applicable taxes. Due to the aforementioned phone usage, no refund of the monthly service charges is merited. [redacted] should return the Jitterbug to the below provided address and allow for 21 days for the refund to be processed. The refund offer is contingent upon [redacted] returning the Jitterbug cell phone in like-new condition with all its original components.
GreatCall Retunrs
[redacted]
P.O. Box 919002
San Diego, CA 92191
 
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.
Regards,
[redacted]
I have decided that I will settle for the amount of the phone that I purchased...Which is $80.00 and I will feel that the claim then can be closed...Thank you, Mrs. [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]...

additional comments.GreatCall made every attempt to place Ms. Rivera on a plan that worked for her. As previously stated, on 12/7/2017, Ms. Rivera called to confirm her account password and later that same day her number ported out. Once the number was no longer with GreatCall, the account automatically canceled. At the time of cancellation, Ms. Rivera had used 147 minutes, and there was a usage charge on the account in the amount of $2.89. The usage charge included; one, non GreatCall 411 assistance call at $1.50, one GreatCall Operator assistance call at .99 cents and four text/picture messages at .10 cents per message for .40 cents. GreatCall has removed the balance and the account is closed.We apologize for any inconvenience this situation may have caused.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 reported that GreatCall has failed to provide him with a refund...

for the credit balance on his account.
We appreciate the opportunity to respond to [redacted]’s complaint and have completed a review of GreatCall account [redacted]
Our records show that [redacted]’s GreatCall account was cancelled on 11/9/2015. At the time the account was closed, a credit balance of $200.53 was available for refunding. Upon further request from [redacted], an additional $53.60 was approved to be included in the refundable amount, bringing the total refund due to $254.13.
Per standard procedure, the request was sent for review and processing by GreatCall’s Financial Services department. Upon the completion of the review, a check refund was requested for the next available processing date. Because the final review was completed in December 2015, the check refund could not be issued until the next scheduled processing which was set to occur in the first week of January.
Our records show that on 1/4/2016, a check in the amount of $253.13 was mailed to [redacted] at the address on record: [redacted]. On 1/15/2016, in response to the above referenced complaint and the documented check processing a GreatCall representative attempted to call [redacted] at [redacted] and[redacted] to confirm that the check was received. GreatCall regrets to report that [redacted] did not answer our calls for confirmation.
We apologize for any inconvenience this situation may have caused and advise [redacted] to call our Customer Service at[redacted] between 5am and 9pm pacific time if he has not received the refund check that has been mailed out.
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 have switched to T mobile who offered me unlimited talk and text for $60.  a month. and I bought a phone which has an easy mode, which is similar to Jitterbug. I think that Great call/ Jitterbug take advantage of the elderly by overcharging for their phone services.
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 pay the balance of $49.90 and will consider this complaint resolved. Thank you for your help in the resolution of this dispute.  
Regards,
[redacted] by [redacted] POA

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 expressed dissatisfaction with her GreatCall...

Customer Service experience. She has requested a refund check totaling $158.99 for the cost of a Jitterbug Touch3 handset that was returned to our San Diego Support Center.
We appreciate this opportunity to respond to [redacted] complaint and have completed a review of her account. We have determined that the account was established on 02/09/2015 with the purchase and activation of a GreatCall Touch3 smartphone. The cost of her initial sales order totaling $210.30 included the cost of the handset ($149.99), a one-time service activation fee ($35), a non-refundable shipping charge ($10), and applicable taxes ($15.31).
On 02/21/2015 [redacted] contacted our Customer Service to report that she found the Touch3 handset to be too complicated and indicated that she wished to obtain a Jitterbug5 handset. [redacted] was instructed to return her Touch3 handset and was notified that a refund for the cost of the returned handset would be processed upon its receipt in our San Diego Support Center. Per her request, our agent assisted [redacted] in submitting an order for a white Jitterbug5 handset. The Jitterbug5 handset order totaling $94.34 included the cost of the handset ($79), a non-refundable shipping charge ($10), and applicable taxes ($5.34).
We have confirmed that the returned Touch3 handset was received and evaluated in our San Diego Support Center on 03/06/2015. A refund totaling $158.99 was processed on 03/17/2015 onto [redacted] ending [redacted]. The refund included the cost of the returned Touch3 handset ($149.99) and applicable taxes ($9.00).
On 04/06/2015 [redacted] contacted our Customer Service to inquire on the status of her refund. The account was reviewed and she was provided with the details of the handset refund. At that time, [redacted] reported that the credit card that the refund was processed onto had been closed. To resolve the refund issue, our agent submitted a request to have the refund researched and advised [redacted] that a check would be issued if the refund was not successfully processed onto her the credit card. During [redacted] 06/08/2015 follow-up call to Customer Service, a supervisor advised her that we had determined that her financial institution had not returned the refunded $158.99 to GreatCall. At that time, she was instructed to follow-up with her financial institution.
We regret that our agent failed to provide [redacted] with the transaction information she needed to follow-up with her financial institution. We have attached these details to this response so that [redacted] may complete the necessary follow-up to resolve this issue. 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.

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,
Suzanne [redacted]hospitalized for abdominal obstruction, etc. for past week.  Sorry for this late response.  It's hell to get old!   Too bad, now [redacted] is without a phone -  very bad.  He is unable to take proper care of "business" because he can't SEE very well.  Just received a letter from him and can hardly make out what he is trying to write. ([redacted]). And, of course your INSTRUCTIONS are practically IMPOSSIBLE for him to SEE and READ!  Great for SENIORS!!!  Things happen!  [redacted]

Re: [redacted] [redacted] [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 a refund.
We appreciate the opportunity to respond to [redacted]’s complaint and have completed a review of his GreatCall account.
[redacted] emailed GreatCall on 9/10/16 with a request to cancel his accounts immediately. In his email [redacted] states that he was trying to reach us for weeks but did not indicate why, he did not request assistance with a broken phone or to get a replacement.
We do show recorded usage on [redacted]’s cell phone of 33 minutes. As stated in the previous reply, of the 33 minutes used, the most recent usage was a 10 minute in bound call that was received on 9/10/16 which indicates the phone was working at that time.
GreatCall has determined that no refund is due.
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 appeal , The statements given from Great Call are Not Accurate .
I told their Representative NOT to open this account , " DO NOT TAKE ANY MONEY OFF MY CARD , I AM NOT OPENING THIS ACCOUNT "
I don't understand what part of that was not understood , further more , How do you charge someone for Services that were Never rendered ?
I am NOT responsible for 131.00 Dollars in charges for a phone that was NEVER used . Regards,[redacted]

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 her dissatisfaction with charges...

posted to her credit/debit card for a Jitterbug Flip cell phone that could not be activated.
We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account.
Our records indicate that on 5/11/2016, [redacted] submitted her activation request using our website, [redacted] was charged a one-time service activation fee of $25.00 plus tax. A total of $30.02 was collected from a [redacted] card ending in[redacted]. After submitting her activation request online, [redacted] placed a call to our Customer Service to report that she was unable to complete the final programing of the Jitterbug Flip cell phone.  Our Customer Service representative attempted to assist [redacted] with the activation of her Jitterbug Flip cell phone, but during the course of this conversation, [redacted] stated that she would get back to us and ended the call. Regretfully, [redacted] did not get back to us and her account remained open and active. As a result of the account remaining open and active, monthly service charges for May and June, 2016 were generated.
On 6/22/2016, [redacted] placed a call to our Customer Service to question the invoice that she received by mail. At that time, our Customer Service representative advised [redacted] that her account was still open and active and offered to close the account. Prior to completing the request, [redacted] ended the call.
Per [redacted] request, we have disconnected the account and cleared the monthly service charges. Additionally, because the phone could not be activated, a full refund of the service activation fee ($30.02) will be refunded to the credit or debit card from which it was collected. The refund should post to [redacted] account within the next 10 business days.
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 dissatisfied with our 30day return...

policy, that the phone must be in like new condition for a refund.We appreciate the opportunity to respond to [redacted] complaint and have completed an audit of her GreatCall account. 
Our records show that [redacted] account was established on 9/8/16 with a direct purchase of a Jitterbug Flip phone. The phone was delivered on 9/14/16, and activated this same day. Later this day, [redacted] called regarding voice dial, it was not active on the phone, our agent activated the service. On 9/15/16, [redacted] called regarding voice dial, it was still not working on the phone, our agent re-enabled the service and updated the phonebook. 
On 9/18/16, [redacted] called to cancel the account. She stated she was having technical issues, our agent offered to trouble shoot the phone, but [redacted] declined. The account was canceled and our 30-day return disclosure was read. On 9/22/16, a “C” Stock phone was received at our distribution center in Illinois and due to scratches on the LCD screen it was sent for a second evaluation.
On 10/19/16, a “C” Stock phone was received at our support center in California, there were multiple scratches on the LCD screen and dents.  GreatCalls 30-day return policy, as stated in the Terms and Conditions, found in the User Guide that is packaged with the phone, a full refund of the cost of the phone will be processed if the phone is returned in “like new” condition. “C” Stock indicates that the phone was not in like new or “A” stock condition which negates the 30-day return policy. GreatCall can return the phone to [redacted] or have it recycled for her. To request the phone to be sent back, please call customer service, [redacted] between the hours of 5am and 9pm Pacific Time. 
A refund of $42.42 for the activation fee and the monthly service fee of $25.84 have been credited back to the [redacted] ending in [redacted] and should post to the credit card in 3-5 business days. 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.
Advising the customer details of cost or charges AFTER THE SALE on goods shipped and received is deceiving and dishonest. I asked about ANY CHARGES regarding the "guaranteed satisfaction" period. I was told NO. Repeating, I would never order a product that has a "restocking fee" as this is a clear indication that the supplier has too many returns.I just wonder how many Seniors even know how to register a complaint on the computor and Great Call knows this too. They are targeting Seniors and I will go to YELP next & any blogs in the future.
[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...

requested a refund for a phone and a month of service.
We appreciate the opportunity to respond to this complaint and have completed a review of the GreatCall account for [redacted]
Our records indicate that [redacted] service was established on 6/9/16 with the direct purchase of a Jitterbug Flip phone. The initial order, totaling $161.73, was processed using a[redacted] card ending[redacted] and consisted of the GreatCall Jitterbug Flip phone for $99.99, a one-time service activation fee of $35.00, a non-refundable ground shipping charge of $10.00 and $16.74 for applicable taxes.
From 6/16/16 to 6/19/16 [redacted] called or spoke with our customer service regarding issues she had with her phone. She had reported that the name on the caller ID was not hers.  During this time we were able to remove the name that was not hers from the phone. We did let her know however that we were unable to attach her name to the cellular phone number.
GreatCall received the returned phone on 7/1/16 at our distribution center and the condition was not “like new”. It was forwarded to our San Diego office for a second evaluation and was received in on 8/10/16. Again it was determined that the phone was not “like new”.
GreatCall’s 30 Day return policy as found in our Terms and Conditions states that the phone must be in “like new” condition, as determined by GreatCall, in the original box with all components and materials.  
Due to [redacted] concern about the caller ID in case of an emergency and as a courtesy, GreatCall has processed a refund to the [redacted] ending [redacted] for the monthly service fee of $31.21 and for the purchase price of $161.73 less the $10.00 shipping fee, the $10.00 restocking fee and any applicable taxes.
We apologize for any inconvenience this situation may have caused
Best Regards.

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