Verizon — Local services in Channahon

This is by far the WORST store I've ever been to with horrific & most disrespectful customer service! I've been a Verizon customer for over 2 years and about 4 months ago I decided to add another line to my account for my business phone. When I first walked in to the store, I was suggested to transfer my Verizon account from personal to business for 'better deals' and the representative wanted me to book an appointment for me to come in on a different day to avoid long wait. Yet I had to end up waiting there for over an hour after my scheduled time just to get started because he was busy assisting other walk-in customers who showed up there after me. The whole process end up taking 3.5hrs because the guy had no clue what he was doing and it took him 5 attempts finish my application correctly. I was assured that all my existing promotions will stay in place and would not affect the transfer. And yet I lost all my promotions that I previously had and that bumped up my bill from $160/month to $500/month. So I've been trying to get this issue resolved since past 4 months and constantly being bounced back & forth between the customer service and the store representatives; Justin & Drake. Each time I'm there, they assure me that they have successfully resolved my issue and I should be seeing a refund coming my way 'soon'. After getting billed ridiculously high amount again for the 5th consecutive month, I lost my patience and demanded to get the senior management involved to solve my problem. I was once again falsely promised that the District Manager Bri will reach out to me within 2-3 business days to resolve my issue. After waiting for 10 business days and not hearing from the District manager, I decided to call the store again to get her number myself. That's when the store representative Drake (who originally 'helped' me transfer my account) informed me that he screwed up while transferring the account from personal to business and that he wasn't aware that the promotions won't transfer. There is no way to get me those promotions back or any refund for the overcharge on my account from past 4months and I would have to continue paying the higher bill despite of it not being my fault. As I was already very frustrated, I ended up taking the district manager's number down and tried reaching out to her myself. After multiple attempts, she finally answered the phone and sure enough tells me that she has no idea about this situation and wasn't aware that she was supposed to be reaching out to me despite of all the emails and text messages that were sent to her regarding the issue. She claimed to be busy at the moment and assured me that she will reach back out later that day once she gets to her laptop and looks up my account. Sure enough 2 days later I still haven't heard from her. I've tried contacting her through text messages and phone call multiple times thereafter, and been completely ignored during each attempt. Not sure what to do next when the store representatives as well as the district management refuses to address your concerns and customer service is proven...

Watch out for the "free" tablet scam! If you Google "Verizon free tablet scam" you will see many posts from people who were scammed.

I went to this store to buy a charger. They looked at my account and suggested a different plan to save me money based upon my data usage. OK great. Then I was offered a "free" tablet. OK great again. It's an Ellipsis, similar to my Kindle but the screen is larger. I've been using it for games and reading.

Now here's the kicker. I looked at my Verizon bill and the tablet was added as a new line. What? It's a tablet not a phone. I was not told this at the store. There was an activation fee of $40, a partial line charge and an ongoing fee of $10 for the "new line". Again, I was not told about ANY of these charges in the store. "Free" tablet? What a scam.

I called Verizon and they gave me a credit for all the charges and deactivated the tablet.

And the saga continues. My next bill had a $175 early cancellation fee! Again I was not told about this when I deactivated the line. I called customer service again and was told I would have to return the tablet to the store to get the $175 credit. I went to the store but the employee said only a manager could give me the credit but she wasn't in but she left her a note to call me the next day. I waited until 2:30 pm, no call, so I called her. I explained the situation and she said there was no way the store could take the tablet back after 14 days and they can never issue that type of credit. Great so now I'm getting the run-around. I also mentioned the "tablet scam" several times and she didn't deny it and didn't say anything. Interesting.

I called customer service again and this time they removed the $175 charge without hesitation. No idea why the person I spoke to previously told me to take the tablet back to the store. Obviously this is not the store's fault but it certainly is their fault for scamming me...

I’d like to thank Drake for seeing me as a human being in a crisis the day my iPhone broke whilst my college student was having a personal issue away from home. From the moment I walked into the store, Drake saw I needed a new phone to contact the university immediately. He wasn’t a salesman he was a man that helped someone he didn’t even know. It was the most beautiful experience I’ve ever had in any store in my life. He could see that I needed a water to help me calm down. He set up my new phone as fast as he could so I could make an important life changing phone call. I want to say that Drake is not only a wonderful human being, he cares about every customer that walks into the store. I can’t recommend taking the time to take your phone service to him. He will make sure you have everything you need and teach you how to use it before you walk out of the door. Thank you Verizon for having such a caring staff, most especially Drake. He’s the best I could have asked for each time I’ve been there since that day. We will be loyal customers for life. 5 Stars across the board.

Justin and Emmie went above and beyond helping me with transition from a different carrier to Verizon and I’ve never had a better experience in a cellular store. They both were extremely patient and helpful taking time to explain all of the functions of my new phone. They showed me several options and helped me with the right case for my lifestyle needs. I couldn’t recommend this Verizon store more! 5 stars...