Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered the SmartVision 3 Smartphone Premium online for my blind 90 year old mother. When the phone arrived, we were never able to get it tow work. When we tried the initial set up, it required we input a PIN which ********************** didn't provide. When we called customer support for a PIN we were told that we must have set up a PIN when we powered on the phone which was incorrect. The phone came with a SIMM card installed which they said it didn't. They suggested we return the phone for servicing. Before returning we inserted the second SIM card and tried to register the card with the carrier. The carrier informed us that the phone wasn't registered with them, but they went ahead and registered it. We registered a PIN for that second SIM card, but when we attempted the phone set up with the new card, it didn't accept any PIN numbers when pressing the enter key. We again contacted RAZ and after they suggested several alternative buttons for entering the PIN all of which failed, they again said to return the phone. Upon receipt of the phone RAZ reached out to me for the PIN which I provided. They couldn't get the PIN to work and are now threatening not to process my refund unless I provide my ****** account information. Given that I didn't use a ****** account to register the phone, this seems shady. At this point, I just need a full refund so that I can get my mother an alternative phone. The customer service is poor. RAZ sent me a refurbished/restocked phone that was inoperable. I deserve a full refund, not threats!!

  Business Response

  Date: 05/14/2025

  This complaint has been resolved. The customer filed the complaint with the ******************** on April 9, 2025.  On that same day RAZ Mobility issued a full refund to the customer.  ********************** even waived the standard restocking fee.  Accordingly, there is no further action that can be taken.    

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/28/24 ordered a phone. The delivery was around 4/4/24 This is a memory phone for an elderly woman with progressive dementia. She has not been able to successfully use the phone at the nursing facility where she lives. The Facility asked me to remove it as she is having difficulties calling the police and other people over 40 times per day. I tried to get Raz mobility to take the phone back and they said no because it was purchased more than 20 days ago. I feel this is taking advantage and abusing an elderly persons finances. Again, she is their targeted customer who has rapidly declined with her dementia. I can have the rapid mental decline confirmed by the medical facility. I know reimbursement is appropriate considering today is only May 9th and she paid $443 for the phone and charger. She simply is not able to use the phone.

  Business Response

  Date: 05/28/2024

  Hello,

  I appreciate that ************ is upset that the person for whom she purchased the phone is not capable of using it and that she wishes to return the device.  Please note that our return policy is that returns are accepted if the phone is returned within 20 days.  This is better than many.  For example, ******** Apple, and AT&T require cell phones to be returned within 14 days. 

  Nevertheless, RAZ Mobility agrees to provide ************ a refund of $150 if she returns the phone, it includes all components, and is in like-new condition.

  Regards,

  RAZ Mobility

  Customer Answer

  Date: 06/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  I will return the phone. Please provide the complete address you want the phone mailed to. 
  

  I offer two suggestions for the company.  1. Razs targeted market is Elderly Dementia individuals. Their capabilities are not the same as other populations using other cell phone services.  2., the cell phone service promoted by *********** offers a 90 day trial.  The phone return policy should be equal to that time period.  Its confusing to have separate trial periods for the phone vs the service. 
  
  Regards,
  
  *******************
  

  
  

• Initial Complaint

  Date:04/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a phone for a person with dementia on February 20, 2024. By the time I received the phone and was able to share it with my family member, we discovered that a cell phone was no longer something he could use. The phone was in completely new condition, never even activated, still in original packaging. The return policy says returns accepted within 20 days with a $75 restocking fee. I called Raz 39 days after I had ordered the phone ( probably 35 days after receiving it), told them the issue, that the phone was NEW but simply that it was not usable for the person suffering with dementia. They would not let me return it. I even offered to pay a larger restocking fee. I realize that I was technically beyond the 20 days but under the circumstances, with the phone NEVER used at all, in new condition, I would have thought that a reputable company and one who makes devices for people with dementia and Alzheimers would make some kind of allowances for this situation. I only want a refund for the brand new product. I will pay the restocking fee of $75.

  Business Response

  Date: 04/22/2024

  Despite the fact that the customer is outside of the ****** return period, we are offering the customer the ability to return the purchase with a $150 restocking fee.  Thank you.

• Initial Complaint

  Date:02/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with a phone from RAZ Mobility, intended for individuals with Alzheimer's. This device, purchased on 2/7/24 has failed in functionality from the start, showing a blank screen and being unresponsive. Efforts to make it operable, including WiFi connection and SIM card installation, were futile. RAZ Mobility's solution to use an external app further complicated its use, making even basic calls impossible for my elderly father. He wasnt even able to hang up a call that finally was initiated after multiple attempts. The hang up sign was there but could not be pressed (unresponsive to any pressure).Additionally, a protective case bought for the phone arrived with crooked plastic. Initially overlooked, this issue, alongside the phone's severe deficiencies, has prompted me to return both items. However, I was informed of a $100 restocking fee and the necessity to cover return shipping costs, which is unacceptable given the product's failure to perform as promised.I request a full refund for both the phone and the case, including the waiver of the restocking fee and shipping costs, due to the misleading representation of product ease and functionality. Attached are relevant documents for your reference.I appreciate the BBB's assistance in resolving this matter.

  Business Response

  Date: 03/20/2024

  The primary complaint is that the phone is not responsive to the touch, making it difficult to place calls, answer, and hang up.  The complainant apparently did not understand that the display responds by default to a "touch and hold" (about a second and a half), not a simple tap.  However, the activation method on the phone can be changed to a simple tap if desired.  Further, reviewing the customer support notes, they did not understand that the phone is set up and controlled by the caregiver through the *** Care app.  They also believe that the app is too complicated. 

  The customer apparently did not read the user guide, which is included in the box, or review the video tutorials on our website, where clear instructions are provided.  Further, there are thousands of caregivers effectively using the app.  Many of the caregivers leave reviews stating how easy it is for them to set up and manage the phone through the app.  

  With respect to the refund, the Refund Policy is clearly disclosed on the website.  There is a $75 restocking fee, which can be $100 if something is missing, such as a charging cable.  The Refund Policy states "You will receive a full refund for the returned phone and accessories (if applicable) minus a $75.00 restocking fee. Shipping and Handling cost are not refundable. If you do not include all of the original components, such as the charger or cable, the restocking fee will be $100.00. You are responsible for the shipping cost."

  Thank you.

   

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a RAZ memory phone for my mother right before Christmas of 2023. I charged the phone and for a couple of days the charge lasted about a day and a half with no use whatsoever. Then the charge lasted about 24 hours with no use for a couple of days. Now I am having to charge the phone every 12 hours with no use. This phone is costly $369.00 and now won't stay charged. It has no apps to run you can only call and answer. So why the excessive battery drainage?The screen glows 24/7 and you can't shut that off. I have been calling, leaving message, emailing them for solutions with no response. I called yesterday and was supposed to recieve a call back from a supervisor, that didn't happen. I tried to send it back today and they want ****** to return it. This is a rip off for people trying to take care of elderly dementia patients. If I have to pay ****** to return it I might as well keep it and burn up the battery keeping it plugged in all the time and get at least a little use out of my money. My concern with that is it going to burn my house down??? Rather than giving them ****** for the honor if receiving their defective merchandise. I bought this from the Alztimers store. I want them to be honest about the battery problem to customers before the phone is purchased. All I see is wonderful reviews no mention that you can't keep the thing charged. And by the way no actual place to leave a review so where do their glowing reviews come from if I can't leave one? I haven't event used the thing yet. A 12 hour charge does me no good. I don't have time to check on the charge 4 times a day. I read a review on this page and they say they are a small business that needs to recoup their losses. I think they are a small business that needs to be put out of business for preying on sick people and their families. Shame on them!!!

  Business Response

  Date: 10/17/2024

  Dear *** or Madam,

  Mrs. ****** claims that the restocking fee for a return is $150.  This is incorrect.  The restocking fee is $75.  The $150 is the price that is charged if someone who initially purchased a phone wants to purchase a replacement phone.  In other words, the price of a replacement phone is $150.  Note that the restocking fee is described in our return policy, which is clearly posted on our website.  Mrs. ****** also complains that RAZ Mobility was not responsive to her calls.  The customer support notes state that, "she was updated that we had tried to reach her twice, also we have sent text messages." 

  Sincerely,

  ****** ******

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wasn't able to get my phone service activated until now. Apparently it's been a year so their warranty is expired but the phone doesn't work and it was received that way. You can tell it was never used and now they have my phone and money. They want to return a broken phone to be or make me pay for a new one. I spent $400 on the phone. I want my money back or a replacement phone.

  Business Response

  Date: 10/17/2024

  Dear *** or madam:

  Mrs. ******* complained that after a year of not using the phone, she finally attempted to use it, and that it was defective.  Despite the fact that the warranty on the product had expired, RAZ Mobility shipped Mrs. ******* a new device at no charge on October 30, 2023.  As a result, this complaint was resolved.

  Sincerely,

  ****** ******

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is about RAZ mobility phone as well as ************ This is a separate claim vs. RAZ. My husband has dementia. He is unable to use a cell phone or land line. I researched and discovered the RAZ mobility phone which seemed like a solution. RAZ and **** were connected in that **** offered 3 months of service free. When that expired, I had to find I tried to use the special offer from **** for $15 monthly, but received conflicting info about whether the phone was eligible for the $15 fee. I have called numerous times and still can't get an answer so that my husband's mobility phone will work again.I find it strange that *** has listed a number of possible providers, but neither ******* nor ******** know anything about the phone.I have never heard of any other providers. It feels like both RAZ and **** have worked together to make **** the only provider, yet they can't give me a straight answer about price. Because my husband's phone is a backup and only for emergencies, I refuse to pay $75 monthly. That offer includes text, 5G and other items that my husband will never be able to use, plus are not available on the RAZ phone. The RAZ phone received good reviews but this looks like a scam. The phone is useless if I can't find a provider and I have read a number of reviews about *********** that make it an unwanted choice.

  Business Response

  Date: 07/07/2023

  Hello,

  We are sorry that the customer has had difficulties subscribing to **** ******.  We will have a customer service representative call the customer and contact. **** in a  3-way call to make sure that she receives the service. 

  Best,

  ******

  Customer Answer

  Date: 07/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The RazMobility app is not stable. The use of this app requires frequent technical support from RazMobility for continued use.The requirement for continued technical support needs to be mentioned in the description.A phone app for people with Alzheimer's that requires continued technical support is not a good fit.The concept is great. Until the RazMobility app is reliable and easy to use repeatedly, it should not be advertised as a solution for people with Alzheimer's Disease.

  Business Response

  Date: 02/28/2023

  The consumer alleges that the device is unstable.  The device is not unstable.  Thousands of seniors with dementia are using the device with success.  Based on the customer support notes, it appears as though the senior did exit the RAZ environment.  This is possible if the senior goes into what is called SAFE Mode, which occurs when the senior long presses and holds the virtual power icon.  This is an ******* feature on ALL ******* devices, which ****** does not allow to be changed by developers.  We offer caregivers the ability to disable the power button to address this issue.  But the point is that it is not a stability issue with the RAZ Memory cell Phone, but a standard feature on all ******* smartphones.       

  Customer Answer

  Date: 03/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The option to disable the power button had been initiated via the RazMobility to eliminate the senior from being able to turn off the phone. This is advertised at a selling point as a solution that avoids further troubles with someone that may accidently turn it off. The feature may or may not work. RazMobility admitted a trouble with attempting to enable a "keypad" that did not work well with the phone, this was anoher interruption to the way the phone was suppose to work. The issue isn't with the phone. The issue is that the Razmobilily app is not stable. The RazMobility app requires the ability to reject changes that the phone goes through when it recieves a push for an operating system update. The RazMobility app does not know how to handle the phones request for its own update. This causes the RazMobility app to exit. When the RazMobiley app exits, the phone does not function as advertised. The users (seniors) are faced with something they've never seen before and are not savey enough to go through updates, troubleshooting, resets, changes, etc. If a senior (w/demensia) could navigate through what is required to get the RazMobiliey app back to working order, they wouldn't need the RazMobility app in the first place. Please don't sell this as a solution for people with Alzheimer's Dementia related illnesses. These people are already frustrated without making them feel they're doing something wrong to something that is advertised as a solution. 
  
  Regards,
  
  ***********************