Verizon — Attraction in Kearny

BE AWARE - this is not an actual store it is a third party store for Verizon which means a lot more fees and stricter polices. They have it listed on their doors that they are authorized (most Verizon store around this area are unfortunately ). The closest Actual Verizon is in Secaucus. You can check on Verizon find store to make sure which one is authorized and which one is an actual Verizon. Your bill won’t even have a Verizon heading but Victra as heading.

Now to my experience at this store. I went there with my brother looking for home internet and since we can only have DSL the rep said to get a 4g mifi hotspot because it will be faster then DSL. Also it came out cheaper to switch our phones to Verizon because together all it would come out cheaper. The rep claimed the hotspot will be 4g I and then my brother also asked him if the speed is capped on it and he said no. I also asked if there are any extra fees and he did not mentioned that on my bill there will be 3 $19.99 fees for step up and go (basically he put a SIM card to our phones and changed our phone numbers, also another fee for miwif those fees will be avoided at an actual Verizon, which I found out after speaking to reps at the actual location in Secaucus. This is where it went wrong, after a week of using 15gb our data on the 4g hotspot on mifi was capped at 600 kbps basically where we couldn’t do much on the internet. After going back to Verizon to encounter about this we spoke to the manager Robert, who did not seem to care. Robert just said I guess the employee that sold didnt know it or they just changed it. Robert took no responsibility that his employee provided us the wrong information. We would have not do all this hassle to switch over if we knew that the data is capped. It seemed like Robert does not care that his employee tell others wrong information as long as devices/plans get sold. As a manager he took no responsibility for this mistake, he acted like we just didn’t like the service while we were conned by this store to take their service on false informations being provided by his employee. As a manager his behavior was unacceptable. He really acted like he doesn’t care that his employee is telling others false information. Robert also said that we need to pay cancellation fee (a Verizon rep on the phone told us this is untrue because we are returning it within 14 days). Be careful they try charge you any fees they can, therefore go to an actual Verizon to avoid extra fees.

In all we have spend 80$ in the store for step up and go, basically them putting in a SIM card and transferinf our phone numbers and we are still waiting for Verizon to bill us for activation fees (90$) and another amount for the two weeks of usage. And another fees for switching back to T-Mobile.

Tip for Robert take responsibility for your employees. Work with your costumers, we know mistakes can happen, we all are humans. The second time we went there when Robert wasn’t there to give back mifi device restocking fee was waived and we appreciate stuff like this , but do not act like you are not responsible for your employees mistakes or lies. Step up and be a...

Very suspicious behavior. They were very good at schmoozing me using the wrong words to get me to sign up for their services. Then I had to go there twice more because I didn't get the first month of the 5G Home Internet for free (as promised, I was supposed to just "test it"). Well, I kept the service and was charged for the first month anyway. So I talked to this manager woman, who said, "Oh yes, it's my staff. They never follow what I tell them. I told them to be careful with the wording." I recorded this, by the way (it's incredible what people will say they never said later on). In short, she pretty much acted very unprofessionally, throwing all her stuff under the bus and calling them all a bunch of idiots who can't use the right words, lol. So she then told me that she was going to fix it and call me back since she was the only good one working there, but she never did. So I went there again, and she had no idea who I was, didn't remember me, and hadn't taken any notes (and that was two weeks later). She was like, "Oh yeah, just call this person tomorrow." All of a sudden, she couldn't make it happen for me, lol. She couldn't care less. So, of course, this other person, Robert, didn't call me back. When I actually got a hold of him, he sounded all flustered on the phone, saying, "Oh my God, it's so busy here; it's Friday. I can't talk to you right now, but I'll call you back in 10 minutes," as if he worked at a hospital or something and were saving people, lol. Of course he never did (not surprising to me at that point), so another week went by, and I called them, and they said, "Oh, Rob's off today." So I called the next day, and another guy said, "Oh yeah, you're this phone number right, so he's going to call you back. He's on a break right now, and it's only going to be 30 minutes." And of course, nobody called me back. Today, as a final attempt, I called the store before 8 p.m., and nobody answered the phone. So just be careful when dealing with those people, because they're nothing but a bunch of incompetent crooks. I resolved the issue with the online Verizon representative, though. Avoid this store like the plague. You've...

At this location, I was offered a trade-in "promotion" where you trade in your phone, purchase $250 (and nothing less of of $250) accessories, and get your new phone for $5/mo. One of our phones was even promised at $2/line, which I am now finding comical. After numerous, phone calls and investigations we were informed this is a false promotion. Beware of these false promotions - accessories are not mandatory for trade-in promotions according to the store manager at this location. That is not what we were informed. Whether it was an honest mistake or an intentional scam, this is unacceptable. How did I not suspect this was false? Perhaps I don't believe people do things like this - because why?

I would highly recommend that anyone using Verizon try to avoid business with Victra, and go directly to a Verizon store. Just go on google and see for yourself - hundreds of complaints with Victra across locations, not just here. I don't know why this happens, but goodness, take care of your customers, please. These false promotions cost real people, real money, and real time to get to the bottom of things, these are not small amounts.

This one star does not reflect the helpfulness, and professionalism of the store's manager, Robert, who promised to get to the bottom of this.

Brian, I truly want to believe you did not do this intentionally but it's getting awfully hard to believe with every new piece of information I receive. I also don't want to jeopardize your job, but if this was intentional, I know you must know this is wrong to do...to anyone. Please do better.

Additional edit (if this was intentional): Reading things like this, and the experience people have had working for Victra makes me think this is a company-wide issue.

https://www.indeed.com/cmp/Victra---Verizon-Wireless-Premium-Retailer/reviews?from=profOnboardingACME

With pay like this, I, too, can see the need for trying to upsell to customers: https://careers.victra.com/assistant-general-manager/job/28500674

So, Brian, we understand, someone give this man a raise, so that staff don't have to compensate their pay with commissions that are at a...