Verizon

"Wasn't able to help me, but was able to tell me what I needed to fix my situation"

"First, I generally do not leave bad reviews because I believe everyone has an "off" experience once in a while, but this is an unfortunate exception because it was not a one- time experience but several weeks of interaction. On August 23, my husband traded an iphone 14 for the iphone 14 pro max at this location (he needed the camera upgrade). The phone was less than 8 months old. While at the store, the sales person had her young child with her. She was talking to someone else about their weekend and other personal conversation the whole time my husband was there. He said it was very unprofessional but he needed the phone and needed it quickly as we were leaving for a 2-week vacation to Alaska (thus the camera upgrade) But then 6 weeks after the visit to the store, we received an unexpected bill. The phone never made it back to the Verizon trade-in facility. We were charged full price for the balance of the phone. We immediately contacted Verizon, they contacted the store who said they didn’t have it. We then requested that they pull the video footage from our visit because we physically left the phone with the Verizon store. Verizon corporate contacted the store again and they initially they told us they no longer had the footage they only keep it for 30 days. When we told them that we were going to file a police report they said " oh, wait we do have it our manager will review it and let you know" The manager never let us know. I contacted Verizon again, Corporate reached out to the store who stated the phone might have gotten put in the wrong box and they were trying to locate it. Again, they would let us know, but guess what they never did. Mind you we have the receipts where they CHARGED us $252 for trading in. So, I called the local police who told me that I can file police report and they would investigate but that Verizon could also use the IMEI number to locate the phone. SIM Card is not required to track a phone so I contacted Verizon again. Verizon corporate opened an internal investigation and provide a partial credit this month and they remaining balance next month (a loyalty credit because we have been with Verizon for over 20 years) However, that should not have been on Corporate, that should have been on the store to fix this and do the right thing and at this point it is the principle of the matter. I will file a police report this evening so that it is on record should this happen to anyone else. I called the Federal Communication Commission and filed a consumer complaint against the store and will NEVER visit this store again. I hope that by providing this review, it will prevent someone else from going through the mess that we have been through."

"I was having phone problems with a Galaxy Note 20 Ultra. I had recently done an insurance claim and most likely received a refurbished phone. The phone would turn on but only stay on a few minutes before saying it was getting hot and cooling down. I went into the store looking for assistance and suggestions. The associate, Kevin, helped me tremendously. After much effort and some trial and error, he was able to help me get traded up to an S23 Ultra and have all my data, contacts, etc. transferred to the new phone. He had to place the phones in the freezer to get my old phone to stay cool long enough to transfer!! Much appreciated, guys!!"

"I called twice to ask about Visible or Verizon portable internet devices/service. There was no answer or callback when I left my number. If you aren't going to check voicemail, don't waste our time with it."

"Great customer service. She made sure I was completely satisfied before I left. I told her while I was in the store that she does a great job."