Who is Lively? A company overview
Lively, formerly known as GreatCall, provides a suite of products and services designed for older adults. Their offerings primarily include easy-to-use Jitterbug cell phones and the Lively Mobile2 medical alert device. These products are intended to offer connectivity and peace of mind, allowing seniors to age safely and independently. While the products are sold through various retailers, the services, such as 24/7 urgent response and health features, are offered exclusively through Lively's monthly subscription plans.
Positive aspects of Lively's reputation
Reliable mobile medical alert system
Many expert and user reviews highlight the reliability of the Lively Mobile2 medical alert system. Testers for publications like SafeHome.org and The Senior List have noted fast response times from the urgent response center—often well below the industry average. This speed and efficiency during an emergency call is a critical factor in a medical alert system's effectiveness and contributes positively to Lively's standing.
Affordable and transparent pricing
Compared to competitors like Life Alert, Lively's pricing structure is often viewed as more affordable and transparent. They offer month-to-month plans without requiring long-term contracts, which is a major advantage for many seniors and their families. While there are equipment and activation fees, the monthly monitoring costs for their mobile system are competitive, making it an accessible option for budget-conscious individuals.
Advanced caregiver features
The Lively Link app provides a significant benefit for caregivers and family members. It offers real-time location tracking, monitors device status, and sends notifications for urgent response calls. This feature brings peace of mind and allows caregivers to stay informed about their loved one's well-being. Additionally, higher-tier plans offer access to Nurse On-Call and Care Advocate services, providing valuable health and wellness support.
Negative aspects of Lively's reputation
Persistent customer service and billing issues
Lively receives a significant number of negative customer reviews, particularly on platforms like the Better Business Bureau (BBB) and ConsumerAffairs. While Lively holds an A+ BBB rating, this rating reflects its responsiveness to complaints, not overall customer satisfaction, which is rated poorly based on user feedback. Common complaints include persistent billing errors, poor communication from customer support, and difficulties when attempting to cancel service.
Device reliability and setup challenges
Some customers report issues with the Jitterbug phones freezing or becoming unresponsive. Setting up the phones, which are marketed as user-friendly, has also proven challenging for some. Additionally, while the Mobile2 fall detection is a feature, it is often noted that it only works when the device is worn on the included lanyard, not on a wrist clip, which may limit its effectiveness for some users.
A comparative look: Lively vs. Competitors
To determine if Lively is the right choice, it's helpful to see how it stacks up against other providers. Here is a comparison of key features.
| Feature | Lively | Medical Guardian | Bay Alarm Medical |
|---|---|---|---|
| Best For | On-the-go users on a budget | Range of home and mobile systems | Affordable in-home systems |
| System Options | Mobile device, Senior Phones | In-home, mobile, smartwatch | In-home, mobile, smartwatch |
| Fall Detection | Available (lanyard only) | Available (more options) | Available |
| Caregiver App | Yes (Lively Link) | Yes (MyGuardian) | Yes (Caregiver Tracking Portal) |
| Contracts | No long-term contracts | No long-term contracts | No long-term contracts |
| Monthly Cost | Lower than average | Average to high | Average |
| Customer Feedback | Mixed (poor customer reviews) | Generally Positive | Generally Positive |
Choosing the right option for you
Your decision should be based on your individual needs and priorities. If you are an active senior who prioritizes a budget-friendly mobile system and relies on a dedicated caregiver for support, Lively could be a suitable option. However, if you are concerned about potential customer service frustrations or need a dedicated in-home system with advanced fall detection, you might want to explore alternatives with more consistent customer feedback, such as Medical Guardian or Bay Alarm Medical.
The verdict on Lively's reputability
Is Lively reputable? The answer is nuanced. The company earns high marks for its functional technology and affordable mobile plans, which serve many customers well. However, the repeated complaints regarding customer service, billing, and device reliability are serious considerations that cannot be ignored. The best way to approach Lively is with a clear understanding of its pros and cons. Evaluate your specific needs, weigh the balance between the positive features and the negative customer experiences, and make an informed decision. For more detailed company information, you can review its profile on the Better Business Bureau website.
