Verizon — Local services in Buffalo

My wife and I have been Verizon customers for about 20 years now. We have always been pleased with the service that from them. Until lately. My son's phone decided one day it just didn't want to work anymore. Now my son is a young adult and we have always taught him to not just come to us with a problem but rather come to us with a solution. We have also taught him that you have your own voice and to advocate for yourself. So he does what he is taught and goes to this Verizon store that we have been using for the last couple of years, which by the way we have kept going back to because both Dan and Carter who we have worked with are both very knowledgeable and extremely courteous to their customers. I applaud them both on their customer service. Very well done, gentlemen. Back to the not so nice part of this. My son goes into the store and is met by one Amar P. My son shows him what is happening with his phone. They look up to see if it's covered under warranty, and unfortunately, the phone is outta warranty by something like 6 weeks. (Go figure) there's also no insurance on that device so that's not an available avenue either. The last avenue to go down was simply paying off the phone and starting over on another one. The payoff at the time was something around $600 and my son didn't have that kind of money to just take care of it. This is where this Amar P. takes it upon himself to tell my son there's still another way to get a phone today by simply just "switching some numbers around" by this, he meant adding a new line to the plan and he never once clearly stated that. Mind you my wife and I are the only 2 people authorized on our account to make these kinds of changes. This is where Amar P. takes it upon himself to fraudulently go into our account acting as if he were one of us and added this new line onto our account. After this all took place, we as the account owners ( again listen to those words ACCOUNT OWNERS, not my son and definitely not this Amar P.) we did not get contacted saying another line had been added to our account. The only way we found out this was done was when the bill came due and somehow our bill jumped over $100 per month. Then we call Verizon and start asking questions and the only answers they were willing to give us was thr would cut the activation fees in half for us on a line that this Amar P. had fraudulently put on...

This place has gone down hill since I originally opened. My wife went in on Sunday to upgrade her phone. To make a long story shorter, the 1 person on duty was not properly trained so before the transaction was completed she decided against it. She left and her current phone was not working because of the incomplete upgrade. We went back that day, got her old phone working again. My wife went to Best Buy in Maple Grove, which was very helpful but found out she wasn't available for the upgrade because this Buffalo still had billed the new phone our account. So my wife had to drive all the way back to Buffalo to deal with Drew the manager whom was rude and never would provide any type of receipt to her that it was taken off. His response was just call 611. This was their mistake and they were not kind through the whole process to my wife. Drew, I hope you enjoyed your golf tournament on Sunday, maybe next time have a qualified and trained employee on duty or at least let have your employees tell people that they really don't know how to handle things. Totally recommend Best Buy for your Verizon Services, not this place. We are back on our way down to Maple Grove to pickup my wife's new phone. Verizon, you might want to look into your privately owned stores customer service.

• Response from owner Update - no response from owner. Please do not leave a generic reply showing concern for your customers with no actual plans to contact the customer back. I called the number on the owner response for corporate. I left a message with the operator and was told I would receive a phone call back soon from a District sales manager. A day later, no phone call back. Just another reason to not do business with this location, not only rude but not really concerned about...

For the most part I have usually had good service when it comes to working with Verizon staff, but today was definitely a day that the service was above exceptional. I had heard about a promotion that was only while supplies last and thanks to Matt I was able to come in and pick up the last three in my desired color. I explained I was coming from farther away and he assured me if I could give him an average time that I’d be able to come that he would hold them for me. When I got there I was greeted right when I came in the door even though both gentlemen who were working were with customers. I get that people are busy, but I feel it shows great customer service when you can at least acknowledge someone when they enter regardless if you’re with someone else. As soon as Matt was available he helped me get everything set up and even assisted me with downloading the app I needed and helped me pair my devices. He listened to me complain about my other phone issue and even managed to go above and beyond to help me with that as well. I have nothing but good things to say about this location and Matt specifically. I’m greatful I was able to get to work with him and would recommend his services to everyone. Matt...you’re the real...