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GreatCall

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445 User Reviews

4.1

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Lisa Lexington, KY

Last year, my mother began to need help with her affairs. She has a Jitterbug phone. We called Great Call together and the representative suggested I be added to my mother's account so that I could act on her behalf. I was so impressed with the proactive customer service. Today, for the first time, I actually attempted to act on my other's account. I was sure it would be no problem because of the helpful rep who added me to the account over a year ago. My mom's payment which has for years been charged to her credit card was rejected. Her credit card company had issued a new card number to her because of a security breach. I called customer service expecting to easily and quickly give them the new card number. The rep told me that because I did not know MY "password" (which I don't remember the courteous rep even offering to me when she added to me to the account), I was told I could not update my mother's information. I asked to speak to a supervisor who stuck to the same story. I wasn't trying to do anything other than update the information so that this company could be paid. I can provide ALL pertinent information to identify my mother or myself but all they would accept was this mysterious "password" that I've never heard of. For a company that markets to seniors, surely they can do better than this! They were haughty and arrogant as well.

4 years ago

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Michelle Shelton Meridianville, AL

I have been a client for many years. The Splash was a great device with lots of battery life. They only offer the Lively now and it will not stay charged 8 hours. My new device is only 6 weeks old and will not charge at all now. I have no choice but to cancel my service and return the device. If they wake up and offer the Splash device again I will consider having an account again. They have finally updated their site to show Lively with very limited battery life as to just 2 weeks ago they showed a 96 hour battery life (THAT WOULD BE FOR THE SPLASH UNIT NOT THE LIVELY). Many member of my family carry this device. I will advise them of the terrible product they only offer now. I am sure they will cancel their services also.

4 years ago

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D Rollins Honolulu, HI

Make sure you are aware of the lack of service you will be paying for and make sure that you understand the reason you are purchasing this device. If you are anticipating that this will give you peace of mind to keep your loved ones safe please reconsider. Two of these devices were purchased at the end of 2016 for the parents of very close family friends. I worked closely with them to get their parents set up on these devices and can state that we had trouble from the get go. Customer Service was normally slow to answer as you were almost always on hold and for some time. The outcome whenever the devices were not working properly (charging or functioning) was always to send new devices and or chargers and not to try to resolve any underlying problems. We went through at least three new devices in a 2 month period. Though fall detection was paid for, this feature never worked when on-person but only seemed to work the two times the devices were accidentally dropped. When inquiring with customer service the answer was that fall detection wasn't a guaranteed service (though you pay for it) and that it was the responsibility of the wearer to push the help button. A mildly difficult task if the person is not cognoscente enough to do so. If this is the reality then people should be made aware of it at the time of purchase and should not be charged for a system that is more unresponsive then responsive. Three falls in a month went undetected with a fourth fall resulting in a loss of a loved one. When calling customer service to see about returning the devices, as one was no longer needed and the other was cancelled and replaced with a more responsive service, the answer back was that they didn't want the devices back. So now we are responsible for disposing of them to boot. When discussing with customer service our disappointment and requesting a refund, as the service did not work and was not needed when the wearer was in the hospital, the response was that there was nothing to be done. Why would anyone want to spend good money on such a poor system, customer service as well as technology?

4 years ago

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Denise Wheaton, IL

This company scams it's customer, who are generally senior citizens. We were sent 3 defective jitterbug flip phones, directly from GreatCall.com, within a 6 month time frame. When we called for a refund of the original cost of $95, the Supervisor refused and would only refund 2 months of service ($40), we paid for 6 months of service. So our total investment into a scam of defective phones was $215. They say they offer of 1 year manufacturers warranty but beware...if your phone works fine for the first 30 days, they will only send you more defective phones after you return the first. Such a disappointment and hassle. I thought this would be a great Christmas gift for my father but he ended up with nothing but monthly charges. Now I have to buy him another phone. I filed a complaint with the BBB today.

4 years ago

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Linda Holleman Lawson, MO

I am 72, AND I LOVE THIS PHONE. Easier to use, and the customer service is wonderful. I highly recommend it. The 5* button, for emergencies, is there if I ever need it.

4 years ago

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Rhonda

My mother is 83 and needed help with a new phone. We bought Jitterbug Smart at Best Buy. Excellent cust service. Went home to set it up. It cost $28.00 to activate the phone. Their cust Svc was closed so, I called them on Monday morning to have my mother's original phone number transferred to the new phone. They wouldn't let me handle this process because I was not my mother, and they didn't know who I was. I explain to them that my mom has dementia gets very upset when strangers would talk to her and question her, she'll just start crying can't I please take care of this now for her? Absolutely not they could not help me. I asked if my dad would be sufficient to finish the process and the man said yes. His name was Jeremy at Great call. I gave the information to my dad. My dad called & was on the phone for an hour and a half while he was trying to explain that my mom is not capable of answering questions on the phone. They would not accept him giving them the information to transfer the phone number. He cancelled the entire account they returned the phone yesterday. Good job Great Call. And you advertise thru AARP for seniors.

4 years ago

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Adam G Ridgewood, NJ

BEWARE BEFORE BUYING OR SIGNING UP WITH GREAT CALL. Their website is VERY misleading on the cost of the plans. My mother wanted the Jitterbug flip phone very much which is exclusive to Great Call (the provider) and they won't sell an unlocked phone. You would have to wait up to a year to get it unlocked by law (I think). I was comparing Great Call to Consumer Cellular (which offers AARP discounts). When I called and spoke to "Rich" at Great call today 6/11 around 4:45 EST, he was ok. Unfortunately they do charge a $35 activation fee unlike Consumer Cellular. No discounts for AARP. Phone cost was comparable if we bought it anywhere else. What WAS an issue for me was their plans CLEARLY showed a 600 minute talk plan for $10 and a 300 text plan for $3.00 excluding taxes and fees. Slightly cheaper than Consumer Cellular's plan and more flexible. They pushed their Health and Safety packages but I wasn't interested as my mother already has a medical alert. When I went to confirm the pricing he said "Oh, yea our site is not very clear, it's really $19.99 for the talk plan and $3.00 for the text plan." Well, he was right, the site wasn't just NOT clear, it wasn't there in anyway shape or form. To boot, there was no flexibility or even care that they were not competitive. Clearly they are more towards being a medical alert company and using the phone as the carrot. But the deception of the pricing was unacceptable. BE VERY CAUTIOUS ON THEIR DEALS, PUBLICATIONS, AND SALES TACTICS.

4 years ago

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Rhonda Ford

I called and cancelled my dad's health alert and was told by the rept that we wouldn't be charged anymore yet they took money again from his account within 2 days! After arguing with the customer service rep I talked to the supervisor who said he listened to my car from 2 days previous and basically said the report didn't say that. They are liars and am disappointed that they took money from an 88 year old after saying they wasn't going to. I would never do business with them again and would t suggest anyone else does either. They take advantage of older people. They should be ashamed at the out and out lies!

4 years ago

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Johnny H Seckinger Savannah, GA

I have been using the GreatCall Mobile alert to two years. I have used the emergency call on 6 times with very satisfied service. Four calls were for help for myself and two calls were for other people.

4 years ago

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Mary

Inaccuracies in where you actually are. I have five kids who have the app on their phones and the locations are different. This could be a problem in an actual emergency. I would think all 5 should match. Anything that can be done to validate this problem would be great!

4 years ago

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robert chain

Bob Chain — 1 starbattery life with fall protection I 4 -5 hours had to buy extra cradle for work at $20 plus shipping final decided I would take the free replacement ( actually not free monthy charge comes out to more than paying for 1) and learned my model is no longer available had to take the lively which has even worse reviews. Had to pay $15 for shipping and when I called to ask that the 2nd charger be exchanged ( no longer works with new model) they want $20 plus $10 shipping) I'm going to get my satisfaction with YELP suggest anyone with similar problem do the same If there is an attorney out there CLASS ACTION WOULD BE A WINNER PRODUCT IS JUNK AND CUSTOMER SERVICE WORSE!!!!!!!

4 years ago

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shawn setnicky (yuppicide) Plainsboro, NJ

We got the Lively device for my Grandmother. It's a small thing you can wear around your neck. It has GPS to locate you, fall detection, and you can press a button right on the unit to talk to someone if you need. The first device came in the mail and she charged it at night. She also had to charge it in the middle of the day as it was showing red status for battery (low). After a few days the unit would no longer turn on or charge. The company said the battery situation is not normal. They sent us a new unit and a pre-paid mailer to send the old one back. The new unit arrived in about 2-3 days. It lasted less than a week and would no longer turn on or charge. Same thing. sent us a new unit and mailed the old one back. The third unit arrives and within 2 days of using it the device started acting funny. Light turns on for no reason, unit shuts off, comes on, shuts off, I finally got it to stay on all night I think, but I came home the next day and it would not power on or charge. We called last night and cancelled service. They are sending us something to mail the unit back to them and they will hopefully credit my Mom's credit card. My Grandmother's Sister has one of these units with no issues, but her neighbor had one that took her a year to get something she's satisfied with.

4 years ago

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Dee Farmville, VA

I would NOT recommend this device to anyone. The first one we received did not stay charged for 12 hours. After more than 1 1/2 hours on the phone with support they agreed to send a replacement. After receiving the replacement I called activation as instructed and the device seemed to set up and charge okay. the device did not work after 2 hrs and would not take a charge. After another 1 1/2 hrs. on the phone with technical support they wanted to send yet another replacement. I simply said that after all of these problems with the first 2 I was not interested in receiving a 3rd replacement. 10 days have lapsed and I still have not received the return envelope to return the 2nd defective device and when speaking with customer relations it was as if this was the first conversation with them. I'm sick of dealing with in-effective service and will pay to return the device myself. The agent could not even give me a confirmation number for our conversation today "because it was in the hands of a supervisor". I was not given the opportunity to speak with this supervisor. STAY AWAY FROM THESE PEOPLE.

4 years ago

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Michael J Hum

Customer Service is awful. They do not know what they are talking about. The user has to call many times to get the right answer. Tech support is even more terrible. They hire people that are NOT trained. Lost my photos on a restart. Rep did not tell me photos would be lost. Never asked me about my photos before she did a restart on my phone. When I cut off service they charged me for the entire month when in fact I only used 4 days! No prorated rates. I was NEVER told that when I signed up. The service rep said "well maybe they had forgotten to tell me that"!!! How is this legal? I had been a customer for 3 years and this is how they treat their customers. Look real hard at this company LOTS of hidden information and policies.

5 years ago

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mary

if you have a loved one that needs a device such as this. don't get this one. every time you have to call them it's a 10 to 15 minute wait to get through. the device was purchased 2 weeks before the user went into the hospital and you can't put a hold on the service. If you cancel there is a reactivation fee. don't these people realize that they are dealing with the elderly who are always in and out of the hospital. when you do get someone on you have to give them about 5 different security names or numbers to speak to someone or to even tell them that the thing is not working. we are on the 2nd device and now this one isn't working. i don't recommend this to ANYONE

5 years ago

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Jonathan Crowell

Try to contact customer service- you will be put in a que sighting the reason is because their product is so good that they are busy handling new customers. Called them 3 times on the first day, waited 45 minutes, received bad advice, 2nd call waited 25 minutes and got worse advice and then they dropped the call. The directions that came with the unit (Lively alert with fall detec) was not for that unit- the second CS person was aware that is happening. Could not create a new customer account online- it would not validate the codes that were given to us. Could not activate unit, CS said it already was even though all paper work said I had to activate it. Power the unit on, and it would shut off within 30 seconds. When I called the 3rd time for more 'help', I waited 20 min, and at that point decided to return it then, they said it was ordered at a certain date and my time was running out. The packing slip date and my credit card statement differ from their date more than a week. My 93 year old frail mother ordered this, they promised her the world, they pre on people like her. Disgusting. By far the worst company I have ever dealt with.

5 years ago

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Jean Cook Scottsdale, AZ

After having a phone stolen we ordered a replacement phone. The insurance purchased was delayed in starting so we had to wait two weeks for the order to process and have a new phone shipped. The order was to be sent expedited shipping but came after 10 days. The new phone was defective as determined by Great Call after two 1 hr sessions on the phone. A second new phone (although I think they are refurbished) is to be sent out but it will take again 7-10 business days to receive it. Where is the customer service with this company??? During this trying ordeal we asked for our contacts since we no longer had the phone. They could not email them or turn their system on for our account so we could access them from the web. We had to have each name and number read to us to write down. This company has a good idea but they are so technologically challenged that it is a great disappointment to have to deal with them. Someone has a great opportunity to take this idea and actually create a company that can handle it!

5 years ago

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John Kimball

January 4, 2017 I have called customer service today and cancelled my account. I opened this account less than 30 days ago and during that time, The devices sent to me have failed 4 times. To contact you is terribly inconvenient. Each time speaking to customer service requires at least a 30 minute wait. Also I have spoken with technical support. They indicated they are having trouble with the latest version of this device. You don't seem to understand that people order this service to protect themselves in case of emergency. In addition to not providing any protection, you take away peace of mind. I am hoping you will have the decency to forward this letter to senior management so they can see the effect on people. To make matters worse, you charge a trumped up charge called a restocking fee of $10. When you sign up for this service, you say if we are not happy in the first 30 days you return all our money???????????????? You do not say less a restocking fee.

5 years ago

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JoLyn Chappell Gunnison, UT

We bought the unit at WalMart and tried to activate it online two different times (taking over an hour each time) only to have the links be a mess. We were first taken to a cart with the purchase of a unit after we had already followed the prompt to put in the serial number on the unit we had bought. The second time we tried to activate it, it recognized the email we had registered, but nothing else in setting up the account. Both times we called twice trying to get through, but the automated message told us that they are "experiencing high call volume. For better service, call back at another time." How good can their emergency service be if they cannot even have a way to activate the unit without issues?

5 years ago

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Elena

This was a waste of time and money...and it causes tons of frustration and aggravation. The initial sales person I spoke with, "Kathy", was wonderful. Kind, patient, answered my questions. The unit arrived, it was cute and I liked that I could clip it on my purse strap and no matter where I was, the internal GPS would locate me if I needed assistance. The first night it "talked" and woke me up twice. I called them and after several days and many attempts to reach someone, being on hold for up to 45 minutes each time! I finally got a person on one of those calls and spoke with "Blanca", who was very helpful. She said I had been sent a defective unit so she sent another one. We made arrangements to speak once it arrived, as the online medical info and family contact info needed to be set up online. I had problems with this (and I am very computer saavy), and the online system kept saying I had an account already yet a man I spoke with on another call, told me I had no account. Blanca helped me by erasing everything on her end and we started over. The new unit worked for one day. Then it would no longer charge. Again, calling and on hold or hearing their message stating they "are experiencing a high call volume and call back later". Ugh. Days later, I finally reached "Melody" who said they were hiring more staff and she would send me a third unit. I was done...DONE! I didn't want to deal with this company any longer. Cheap product that doesn't work, lousy response in the customer service department with low staff and hours on hold! Cancelled the unit, the service and am looking for another company with more prompt customer service response, less time being on hold, and most importantly...a RELIABLE unit!

5 years ago

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KATHRYN LEE-REEVE

When my mother was in hospice care she elected to have her Alert System transferred to my care. I contacted GREATCALL and informed them that the apparatus was not in it's box and before I assumed responsibility and BEFORE any payment was made that the missing piece of equipment be replaced. *My Mom never opened the box. * The service was intended for my Dad while she was in the hospital and he had passed away before the service was utilized. ALL contact with GREATCALL was made with the same person: NANCY. On a day I was not with my Mom, Nancy spoke with my Mom while she was heavily medicated, and convinced her to supply her credit card information to prepay MY service as a "lasting gift" for me.! I NEVER got the replacement equipment and most of all...my dying Mom was scammed!!!!!!

5 years ago

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Marlene Bergman Lake Forest, CA

I have had help with my unit twice since it did not hold a charge properly. The first person's solution did not work. The second person's solution worked better but it still does not hold a charge long enough for me to use it when I'm away from home in the evening. I hesitate to ask for a new one since I've had my unit for nearly one year and don't want to pay for it.

5 years ago

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Michelle Willette Kelly Minneapolis, MN

Do not buy this phone. It has been nothing but a headache. I purchased for my elderly parents 5 days ago and it is still not functional. I keep getting passed around from one customer service agent to another. I was told to go stand outside in the road to complete activation and set-up and it still didn't work. The last straw was when the activation specialist said he would call back in an hour to make sure the phone was working. An hour later I am now on hold to completely cancel this service! The phone is going back to the store for a refund. They bill this phone as a solution for seniors. What a scam! I can't imagine an 80+ person dealing with this kind of a customer service nightmare! Shame on you, Great Call!

5 years ago

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dotti farrington Middletown, RI

Dirty tricks when I tried to upgrade and then was told it was done. But when I called again for a bit more info. I was told I no longer had an account and that I had to call Verizon. Verizon said refused to recognize me and later said that haven't been connected with great call for years. So I then had two jitter cells and neither one worked. Finally got to supervisor (Samantha) and she fixed it quickly and tolerated my grumbling that ended when it was done. Hope we don't have to go through that again ever. She declined to tell me what when wrong. Now I have to cancel my complaint to the attorney general.

5 years ago

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Isabella Chmura Gilbert, AZ

Received this unit and right out of the box knew something was wrong. Could not hear test message when set up. Called and explained the issue to the lady. She stepped me through checking it out and then not only agreed that she could hardly hear anything but what she could hear was very muffled. She agreed to take the item back for a full refund and was sending me an envelope and label to send back. After two weeks i sent in and asked for status. Was told that they do not send labels and the return was at my cost and i will be charged a restocking fee. Told them unit was defective and what another rep said. Still would not send label. Now that they have the unit back they tell me that my complaint was that the unit was not loud enough for them and not defective as i said. And it will take 3 wedeks for my refund minus restocking fee. Unless you have super hearing i would strongly avoid this unit. Could just be mine but waas not taking another chance after the customer support i received.

5 years ago

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William Raley Temple Hills, MD

Beware this company! I received a defective Splash device more than three months ago and returned it. I have called them several times and sent a letter. All to no avail. I have not received a refund plus my credit card was charged for one month's service that could not be used since the device could not be activated. This has to be the most horrible experience of my 81+ year lifetime. Stay away from this unresponsive company. August 24: I finally found someone at GreatCall that listened to my problem. I will receive a full refund. What a relief this is. It took numerous phone calls, a mailed letter, and two emails to finally settle this nearly four month old request. I am so relieved!

5 years ago

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Sharon Schwartz San Jose, CA

5 Star Splash: customer service reps are not well informed and advice is not consistent. After 18 months, My device was not communicating well by phone, so I was told I needed to replace the device. I did not purchase the monthly replacement insurance. I was told by 2 separate reps that my new device would ship from San Diego,CA so I would receive it in 2-3 days. I was required to turn off my current device, so the new device could be programmed. Because this meant I would be without coverage, I elected to Purchased the new device on Monday, assuming I would have the new replacement by Thursday. However when I checked online tracking, the Device was shipped from Illinois, with expected delivery date 10 days later. When I contacted customer service again, this time I was told that all new devices ship from Illinois and that The two previous customer Service agents had given me wrong information. I was not offered expedited shipping on the original order because I was to receive it in 2-3 days. When I noticed the shipment was from Illinois and not California , I was unable to upgrade UPS shipping to receive the device sooner than 10 days. So I am left without coverage for 10 days (no monthly credit possible) and have a total lack of confidence in the customer service department. I would cancel my subscription if I could find another device with GPS anywhere in the US. BEWARE of poor, ill-informed and inconsistent customer service.

5 years ago

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Monica Sinclair Houston, TX

The primary user of the medical alert device is disabled. I received and setup the Splash device for her. I also setup the account on the web site. A week later, she received an email that there is a billing problem with the credit card on the account. She called me, and I called Great Call Customer Service from work to try to resolve the matter. I outlined the problem and thought the rep was looking into it. Instead, the rep spent the entire time trying to "find my name" on the account. They would not speak to me! In my experience (I called twice to double check), the reps first look for an excuse to NOT do any work. We were trying to give them money. Don't waste your time with this company. I will not waste any more of my time with them. The customer service is awful. If that doesn't tell you everything you need to know about a company, good luck!

5 years ago

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jack safier Youngstown, OH

bought for my 87 year old mother-in-law from amazon. item arrived and was just too large to be functional for her - she could not comfortably wear around her neck, and did not want to clip it on to her clothing. amazon customer service was GREAT. amazon arranged to send item back to them, even sending her a return address label since she has no computer to print one herself. I then called GreatCall to cancel her service since i had a 30 day window, and this was just day 2. I was informed by them that there would be a $10 restocking fee for the returned device, even though i did not purchase the item from them. I wonder what their customer service would be like if i really needed something?

5 years ago

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anonymous Salisbury, NC

It is easy to figure out from their great instruction manual

3 years ago

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star star star star star

sandra Titusville, FL

like the big numbers and all the features offered to seniors.

3 years ago

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John Methratta

It is great. Reasonable rate. But nothing in this world is perfect!!!!!!!!!!!!

3 years ago

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star star star star star

Elise Gutwald Simpsonville, SC

I mostly use it for long distance, but I've never had a problem.

3 years ago

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star star star star star

Claude Myers Idaho Falls, ID

I'm really happy with it, it works nice. It's a good price.

3 years ago

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star star star star star

Melvin Arneson Milton, WI

The phone works good, and I think the company does a good job for the seniors.

3 years ago

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Joyce Floyd Dover, FL

I'm impressed with them, they contact me to make sure everything is ok when the button is pressed.

3 years ago

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star star star star star

Linda

easy to see and use. pretty color and fits in pocket

3 years ago

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star star star star star

Bart Reynolds

Very good service using the Verizon network and at a very affordable price.

3 years ago

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star star star star star

Becky

EASE OF USE , LARGE NUMBERS, QUALITY OF PHONE , BUYING AS VERY EASY.

3 years ago

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star star star star star

Eileen

Easy to use phone. I feel secure knowing I can get help immediately.

3 years ago

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star star star star star

Graydon Simpson Traverse City, MI

It's very convenient and easy to use, as well as it's at a fair price.

3 years ago

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Anonymous

Customer support is there when I need it, the actual device just sits there and doesn't really bother you.

3 years ago

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star star star star star

Cathryn Pitts

I wear it at all times and it's very small and convenient for personal use.

3 years ago

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star star star star star

Aaron Hook Goldsboro, NC

Very simple and to the point, they get back to you immediately.

3 years ago

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Sheryl Benskin Bakersfield, CA

It's easy to use the phone, and anytime I call I've gotten quick and courteous service.

3 years ago

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star star star star star

Bettie Caldwell Mustang, OK

The call was answered right away, and they were great to talk to.

3 years ago

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J Weiss

Fast , easy to use & inexpensive . Had no problems with set up .

3 years ago

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L.G. Bakersfield, CA

Horrible company don't buy any of their products. Bought a device that wouldn't hold a charge and they had no replacement for it. Told them to cancel the account and they charged me for 8 months, then closed the account. Threatened to send it to collections for no services used. Horrible customer service, scammers trying to make a quick dollar.

11 months ago

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richard gumina South Plainfield, NJ

I purchased a jitterbug smart2 for my mother for Christmas. It seemed to work for about a week then the tracking feature stopped working. After several calls and hours on the phone to try and fix the problem I insisted on a new phone. Well it worked for a week and now the tracking problem is back. I’m a electrical engineer with computer science knowledge as well and their explanations are pure nonsense. They are reading from a script. I’m driving to my mothers house again to call them in one last attempt if this does not work I’m canceling.

1 year ago

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Hilda Bedford Cary, NC

Deceived....was told that their Smart 2 phone was a US only phone. Cannot make international calls. Senior Mom has trouble "accidently" dialing international numbers. 2nd bill that came was over double the expected amount. Turns out they charge international calling rates for international calls sent OR received. Unwilling to do anything for their false information that I used to make the decision to purchase their phone and service. Very disappointing.

1 year ago