"Awful Customer Service"

If I could rate Lively from Best Buy Health at zero stars I would. I bought a phone for my father at the end of Nov 2024 as a Christmas present. My father did not like the large size of the smart phone so I returned it 2-days later due to the 30-day money back guarantee. The phone was never used, and never activated. I obtained the return tracking number as required and mailed it out on Dec 3, 2024. On Jan 17, 2025, I called the company because my Discover card was NOT credited and I was receiving overdue billing notices of $46.97. The customer service rep told me the phone was received, but NOT returned to stock and she would take care of this for me. As of Feb 13, 2025, NOTHING has been done. I have not been credited $197.07 for the phone, and am STILL receiving pas due notices on an account that was NEVER activated. I have submitted a request to Discover for a charge-back, but I am still waiting for the bills to stop and the full amount of the phone to be credited to my account. This is an awful company that does NOT honor their 30-day money back policy. Buyer beware!!!!!!!!

"Scammers!"

I also agree with other customers if it was possible to give a ZERO rating that's what I would give Lively. My 101 year old father was their customer for several years, & I took over the account after he passed. Recently I switched providers 3 days into the new billing cycle but was told they do NOT prorate so that I had to pay for 30 days of service instead of 3. You are supposed to HELP the elderly, not screw them over. SHAME ON YOU!! Finances are tough enough for the elderly without you taking advantage of our predicament. I hope you lose so many customers that you go out of business!

"If I could give a -0 I would"

If I could give a -0 I would, I’ve tried for two hours now to get to customer service to switch over a new phone for my father because his other one is broken. I have been on hold for as long as over an hour and once getting an operator, her direct me back to the original menu, therefore placing me on hold for another 30 minutes and so on. This happened twice. The options are garbage, once you get to where you’re trying to call that person then puts you on hold to speak to somebody else and then the line sent you right back to the main menu. I can’t imagine my 75-year-old father calling and trying to navigate the options. Horrible horrible customer service and I’m even considering turning the phone off completely and going with another service.

"Absolute mess."

Absolute mess to try and move my husbands phone number from flip phone to smartphone. The directions do not fit with the phones i have. Some directions work others do not. What a nightmare. Spending way to much time on this. Just want to ditch the phone at this point.

"Poor Customer service "

If I could leave NO STARS I would because this is the most ignorant customer service I have ever encountered. They are absolutely clueless in handling customers especially when there is an elderly. The moron could not help at all and several times kept talking about he was on the phone to long. Mind you that is your job to help a customer no matter how long you are on the phone with a customer. Not to mention the call was only 10min long. The Rep abruptly hangs the phone up while talking and verifying the account. I advise against doing business with these people who hire impatient employees to deal with the public. It's not our fault that 99% of our life revolves around using our phones to transact business with these incompetent online reps like Lively.

"A complete breakdown and failure when really needed!"

Purchased a device for my elderly Dad living alone. Set up an account and provided billing information for monthly auto pay, after 3 billing cycles received notification, they could not process payment so I logged in and provided another Credit Card Number and acknowledged that the info would be kept on file for future payments. Next payment due I received another notice that payment could not be processed and once again logged in and paid with a Credit Card and made that the payment method. I went out of town for a vacation only to be called at around midnight by my brother saying Dad had fallen and was bleeding out. A veritable medical emergency, elderly man on blood thinners, cut artery in the head and bleeding. When he actuated the LIVELY button the only response was that his account was going to be canceled for lack of payment, these sumbidches were more concerned with a payment than a man bleeding to death on his front porch at midnight. He received no help from these ba$88rds and thankfully my brother was able to contact the local caregiver and get an ambulance on the way. I have requested a transcript of the call from Best Buy/Lively and have been totally ignored yet the sumbidches keep trying to bill me. BestBuy and Lively, this is a failed service and a danger to the community at large, Best Buy and Health Company should not be used in the same sentence. Your online service failed at billing and your call center was perfectly willing to allow a man to die instead of stepping up to the plate and working out billing details later. This is a transcript of my inquiry through the website after the incident. Pasted Below.
Message

Account 48x6450, received notice of "unable to process payment" via email, I immediately went onto the account and added a payment method, Credit Card and it was billed, and I elected to keep this as my payment method. I went out of town and upon my return I find several bills and letters from Lively stating overdue, not a problem as I will once again go onto the account and provide that information. My concern is that the client/patient had an actual emergency and pushed the button only to get notified that he was being canceled. On or about the 6th of 7th of October Mr. Nxxxxn Bxxxxs pressed the alert button because he had fallen and severed an artery in his head and was bleeding out only to have to engage in pointless conversation. The address and age are on file, the man needed an ambulance, he went to you for help and apparently was given the run around. I will reserve judgement until I see a transcript of the emergency call and at this time am requesting a transcript of the emergency call made by your customer Mr. Nxxxxn Bxxxxs from his Lively device on or about the 6th or 7th of October 2024 be sent to the email on file for the account 4866450. That email is karx and is in the record as email contact for this account, 48x6450. Today's date, Oct 23.2024 and time is 13:56 Central Time. Please provide the requested transcript immediately.

To date, this is all I've received from them. Pasted below.

Best Buy Health>
Tue, Oct 29, 9:32 AM
to me

Dear Karl,



Thank you for contacting Lively, a Best Buy Health Company. We apologize for the delay in response.



We have sent this email on to our Leadership Team to review that call and get back in touch with you.



Please let us know if there is anyway we can assist you further.



For time-sensitive issues please, contact our Customer Service at 1-800-733-6632. Our Customer Service team is available 4am and 7pm Monday through Friday and 6am to 3pm Saturday and Sunday Pacific Time.



James | Care Operations Specialist

p | 800.733.6632

"Senior rip-off "

This phone service had been used by a 95 yr old person who was told the $39 per month plan was her best option as it included unlimited calls and text messages. She was legally blind, could barely see the dial pad and could never read a text which were ALL Uncillicited. Despite this she was overcharged every month for these texts. After her recent death I called 9 days into a new billing month to cancel this overcharged service and they informed me I had to pay for the entire month. This profit driven company is a senior rip-off and should be avoided at all costs. Visible is $20 per month with unlimited everything.

"Livey experience getting them not to overcharge"

I agree with others who have issues regarding ethics not found in Lively cell service. Briefly, we paid in full via credit card and cancelled. We were again charged for the month after our cancellation. I appealed to our credit card company, which ruled in my favor against Lively. At present, Lively lost their argument with our credit card company so they are billing me directly. I feel that since they agree to abide by the rules of VISA, when VISA determines they are inappropriately charging me, Lively should abide by their decision.

"Buyer beware"

Buyer beware. I would highly recommend paying on a monthlly basis and NOt setting up automatic monthly pay. We used this service for 6 months. This month the service was discontinued on 10/26/24, 3 days after payment for the next advanced monthly was made, due to elderly parent being put in a facility and no longer needing services. I requested atleast a partial refund since 28 days of the service would not be used and they were completely inflexible and refused to consider any type of accomodation. I have NEVER subscribed to a service that was so unreasonable and inflexible,

"SERVICE does not exist"

SERVICE does not exist. The phone stopped charging and it has taken weeks because of wait times of 40 minutes to hours. Disgusting they market themselves to seniors for whom phones are a life line. They know they are failing but keep taking advantage of people. Best Buy and all who partner with them, nothing is lower than preying upon people who depend upon you