Verizon — Local services in Butler Township

Had verizon for 14 years, switched to AT&T today after my Verizon visit. AT&T paid off both my phones and gave my son a new one with a trade-in.

December 2024: Went into this Verizon store for advise for going to Costa Rica. I was advised to switch on to the international plan. Huge mistake, my phone did not work while I was down there. I called the international phone line and was told they would call me back the next day after monitoring my.phone for 24 hours. They never called back. I called the international line again and the woman tried everything she could to try and get me data so I wasn't out of the country with no GPS and resources. She told me she would call me back, she never did. The next day I talked to a man from the international line and he couldn't do anything to help me. All I really needed was data so I could use gps. It wouldn't even work when I was connected to wifi. That guy ended up hanging up on me and I gave up because I was spending hours of my vaca on the phone with verizon. Whenever I came back to the US I was charged with an almost $500 bill. I called customer service and they told me it would be fixed in 48 hours. It was not. I called again, was told it would be fixed and reflect on my bill in 24 hours. Again, it was not. I drive to the store and waited over an hour and finally get seen about 10 minutes before closing and was told they can't do anything and to call customer service and was rushed out the door.

January: I drove to this store and explained everything going on. The guy was able to fix my bill to normal. So I thought.

February: I get my bill and there is a Costa Rica service charge. I called customer service and asked to speak to a supervisor. The lady tells me there is not one there. I start to put some heat on her because she was trying to charge me for the costa rica charges. Then she tells me she will go speak to her supervisor... she comes back and tells me the bill is fixed.

March: I receive my bill and there is the costa rica charge again. I drive to this store and waited almost an hour and tell the worker everything going on. He kept talking over me and was not actually listening and wouldn't make eye contact. Kept telling me if I go to autopay I can save money. Cool, but that's not the problem here. Verizon is charging me for things I'm not even using. I ask for the regional managers.phone number and email.ans was denied. Then he goes to the back for 20 minutes, then a manager comes back to me but not the previous employee. I tell the manager the history of events for the 10th time and he promises everything should be fixed. I ask for the regional managers phone and email and he told me "there isn't really one" which is a lie. I wanted to be compensated because I've spent 13 hours dealing with this matter in the course of 4 months. I was kind and patient each and every time on the phone and in-store and it got me no where. The manager offered me a $20 credit if I called a number. Honestly, it was a slap in the face. I ended up leaving.

The way they do business is very shady. Everytime I am there the employee always goes to the back for countless minutes numerous times but I am never involved in the conversation? There so many customers in the store today but only 2 workers were taking them. However, more and more workers kept popping out from the back and then would go back behind closed doors.

I left and went to AT&T down the road to check things out. The first thing I see on the door is that they will pay $800 off per phone that you have with another company. I left AT&T today as a new customer, with both my phones paid off and I traded my son's broken iPhone 12 in for an Iphone 16. FREE. Bought screen camera protectors, charging block, etc and got an accessory for free.

What a difference in experiences and actual action. Verizon sucks, no wonder they don't let customers have access to supervisor/manager contact information.

PS. Buy an e-sim card if you are traveling out of the country, and switch from Verizon to AT&T while they...

Absolutely horrible. They sent us a malfunctioning phone after the first one went bad the second one was also malfunctioning in 3 months. Highly advise everyone not to go Verizon as they will not help you not even corporate. Spent over two hours with corporate and a tech. Poor customer service. As I was on a warranty they sent second phone that was malfunctioning to me that lasted 3 months and now they say I'm out of warranty and will not replace this in good faith as they sent me the second phone that was malfunctioning to me while I was under warranty and it malfunctioned and turned off after only eight to 10 minutes. Corporate tried to fix it while on the phone and now it won't turn on at all. Totally frustrated as we have been with them for many years. I told him whether it was in warranty or out of warranty when it was in warranty this phone that is not working after 3 months was sent to me while I was in warranty now they're saying it wasn't. Verizon in Butler are saying that no one told me it was in warranty when I got the second one and I promise and tell you I was told it was warranty by another technician and Brian who works there at Verizon in Butler said no that's a lie, and now corporate is saying they did it as a favor for the second phone sent to me which is the bad phone that's malfunctioning. I said to corporate why would you send me a mail functioning phone even as a favor. No cell phone goes bad in 3 months. Corporate will not help me. Do yourself a favor and don't go there. We are done with Verizon...

I ported my number from Verizon and visited this location to return my Verizon device and accessories.

They returned the device with no issues, but stated they were unable to return the accessories due to being outside of the 30 day return window. I get it, no worries.

I instead was offered to exchange the accessories for something that I may get more used out of since I didn’t have the device anymore. But I had to choose accessories that were equal to or greater than the amount of the ones originally purchased.

It took some time to find items that would meet that dollar amount but eventually we got within $10 and change of our goal.

But here’s the kicker - I was shown on their iPad that a return option was “Treasury” where I could get a refund check, and another option which was a gift card.

And in order to get to that $10 and change figure we were trying to hit a “Manual Adjustment” was made. It was then explained to me that one of my accessories will show up a little more expensive than it actually is.

Totally could have got a refund 🤷‍♂️

I’m not going to name drop the guy who did this on a public forum. But they definitely lost karma points on this one.

Check your bills and invoices before leaving this store, folks.

Between phone support, chats and store visits I’ve spent over 9 hours trying to get my bill right and device issues handled. Verizon is a tough one to deal with, unfortunately.

My photo shows the addition to the invoice for something that I didn’t...