Verizon

Yousef Thaher _{on Google}

Apr 10th, 2024

Didnt answer on the phone

Hunting Hunting380 _{on Google}

Apr 7th, 2024

Very helpful staff

Pam _{on Google}

Mar 9th, 2024

Worst customer service, lied about plans. Manager says nothing can do. Employees lie

Nate S _{on ChamberofCommerce.com}

Mar 9th, 2024

Avoid this store, they made an error on my account and actively attempted to pass the blame onto the Verizon's system and refused an ordered replacement device.

To make a very long story short, I broke my phone and attempted to file an online claim and my insurance was deleted from my account. I purchased insurance when I bought my most recent phone. It took three days, 6 times at the verizon store and a total of about 12 hours to order a replacement. The first day was two trips to the store and 2 phone calls to the insurance company where my claims were denied. I was told I had Mobile Secure, a VPN I didn’t purchase, or no insurance at all. The second day I was again told I never had insurance and had another denied claim where staff stated they could not help. I reviewed all my bills and found documentation of insurance during purchase and that it was switched/deleted in August of last year. Verizon identified the issue as from the Verizon store and explained that the store would be required to issue a replacement device. My account was updated and then instructed to reference the chat if there were any issues from the manager. I brought my laptop with the open chat and drove to the store happy that the issue would be fixed.

I entered the store and spoke to Manager Tim, who read the chat and stated “I can’t give you a free phone.” I should have known from his response that this was going to be a terrible experience. I paid for insurance, it’s not free when you pay for a service. Tim, who was present my last three times in the store when I was told repeatedly that I never had insurance, found my proof in under 5 minutes on his tablet. He proceeded to print my receipt and say it wasn’t his fault and demanded I tell Verizon Agent on live chat that it wasn’t his fault and that he can’t give me a free phone. The agent told me I should work to fix the issue and remained in the store.

The store manager Tim then went through my entire account, printed additional receipts, put them on the counter, took notes on them and appeared to take pictures of them with his tablet. His only concern was covering up any mistakes his store made and he provided no service, no solution, no apologies, he only repeated he can’t give me a phone and it wasn’t his fault. I at one point explained that it didn’t matter who was at fault and I just wanted something done to make it right. After 20-30 minutes, Tim advised me he had latest proof that he wasn’t at fault and I said “I don’t give a f$%# who is at fault.” 2 days and 6-8 hours in, I lost my cool and swore once.” Tim yelled don’t swear at me and I stopped. I tried to explain that I just wanted help and he kicked me out of the store. I told the Verizon agent I was being kicked out and left before he further escalated the situation. I left my broken phone on the counter and did not realize I left it behind.

The manager kicked me out of the store and made no attempts to help. After 6 hours with customer service the following day, I was told that the insurance claim would go through. I returned to the store to get information on filing a complaint and Manager Tim was again there. Tim stated he was not allowed to give any information and I had to call customer service. I asked him if he knew that the entire situation was not my fault and he stated Yes. I then asked if he could help in any way since the claim had not been approved yet and he stated No. I left to return home and finally realized that I left my broken phone at the store.

I walked in and Tim said that he had my phone in the back. When he returned it to me I asked him why he didn’t tell me 20 minutes ago, and he smirked stating he must have forgotten. They have my account information, they know my other phone lines and when I left the store he did not attempt to call. He printed multiple receipts, he could have contacted me and he immediately knew the phone was mine when he found it. He “neglected” to return it while I was in the store. This entire insurance issue was caused by this store and Manager Tim provided me with the worst and most degrading customer experience of my life. This store will screw you over and call you the problem.

Nate _{on Google}

Feb 17th, 2024

Avoid this store, they made an error on my account and actively attempted to pass the blame onto the Verizon's system and refused an ordered replacement device.
To make a very long story short, I broke my phone and attempted to file an online claim and my insurance was deleted from my account. I purchased insurance when I bought my most recent phone. It took three days, 6 times at the Verizon store and a total of about 12 hours to order a replacement. The first day was two trips to the store and 2 phone calls to the insurance company where my claims were denied. I was told I had Mobile Secure, a VPN I didnt purchase, or no insurance at all. The second day I was again told I never had insurance and had another denied claim where staff stated they could not help. I reviewed all my bills and found documentation of insurance during purchase and that it was switched/deleted in August of last year. Verizon identified the issue as from the Verizon store and explained that the store would be required to issue a replacement device. My account was updated and then instructed to reference the chat if there were any issues from the manager. I brought my laptop with the open chat and drove to the store happy that the issue would be fixed.
I entered the store and spoke to Manager Tim, who read the chat and stated I cant give you a free phone. I should have known from his response that this was going to be a terrible experience. I paid for insurance, its not free when you pay for a service. Tim, who was present my last three times in the store when I was told repeatedly that I never had insurance, found my proof in under 5 minutes on his tablet. He proceeded to print my receipt and say it wasnt his fault and demanded I tell Verizon Agent on live chat that it wasnt his fault and that he cant give me a free phone. The agent told me I should work to fix the issue and remained in the store.
The store manager Tim then went through my entire account, printed additional receipts, put them on the counter, took notes on them and appeared to take pictures of them with his tablet. His only concern was covering up any mistakes his store made and he provided no service, no solution, no apologies, he only repeated he cant give me a phone and it wasnt his fault. I at one point explained that it didnt matter who was at fault and I just wanted something done to make it right. After 20-30 minutes, Tim advised me he found his latest proof that he wasnt at fault and I said I dont give a f$%# who is at fault. 2 days and 6-8 hours in, I lost my cool and swore once. Tim yelled dont swear at me and I stopped. I tried to explain that I just wanted help and he kicked me out of the store. I told the Verizon agent I was being kicked out and left before he further escalated the situation. I left my broken phone on the counter and did not realize I left it behind.
The manager kicked me out of the store and made no attempts to help. After 6 hours with customer service the following day, I was told that the insurance claim would go through. I returned to the store to get information on filing a complaint and Manager Tim was again there. Tim stated he was not allowed to give any information and I had to call customer service. I asked him if he knew that the entire situation was not my fault and he stated Yes. I then asked if he could help in any way since the claim had not been approved yet and he stated No. I left to return home and finally realized that I left my broken phone at the store.
I walked in and Tim said that he had my phone in the back. When he returned it to me I asked him why he didnt tell me 20 minutes ago, and he smirked stating he must have forgotten. He could have contacted when I first left it there but that's actually customer service. This store will screw you over and call you the problem.