Verizon — Local services in Crestview

I went into this store on 02/26/2020. I was adding a line for my daughter and taking advantage of a phone on us promo. The phone was listed as 179.99 and through monthly credits, it would be free. The rep, Brooke, FLAT OUT lied to me about the entire transaction. She charged me 210 for the phone, then told me to put $20 down on the phone "so I wouldn't see any charges on the bill." So I agreed as she said Verizon would only cover 190 of the phone. I walked out of the store paying right at 58.00. After looking at my receipt, I discovered she overcharged me for the phone, as well as a 25 fee for something called "Ready Connect" or something like that. Supposedly it is for set up of google accounts, technical help, and stuff like that. I told her specifically that I would set up the phone so I could install parental controls. She did nothing to the phone. Then come to find out, it was on the wrong (More expensive) plan, as well as having insurance that I was not told about, nor did I ask for. I called and spoke with the "manager" who gave me some excuse about it showing one price, but there was a discount, blah blah. I called Verizon who confirmed that the price was 179.99 and the phone was free through monthly credits. They advised based on my account that I should only be paying the sales tax down. The manager was extremely rude (I wasn't the nicest either) going as far as hanging up the phone with me telling me her store was super busy. I went to the store to find one person there, as well as the DM. I told the DM what happened, and was given another set of excuses as to why this rep overcharged me. And wouldn't you know that the internet all of a sudden didn't work for them to review my account. They ended up refunding me the $25 for their bogus charge, and Verizon gave me the $20 back for the price difference of the phone. I asked the DM if Verizon allowed them to make up whatever prices they wanted, and she threatened to kick me out if "I said that again". She showed me a spreadsheet that looked like a high schooler made it, showing the price at 210, and I showed her the price directly from Verizon's website, as well as having Verizon on the phone through this process. Verizon told me several times that they have no idea what the store was talking about, and that none of what the district manager was saying rang true.At the end of the day, it was a rep committing commission fraud in order to pad her paycheck. If you go to this store, make sure to watch your receipts as well as check the prices against Verizon. Just order it from Verizon and avoid the headache that I was put into because of a bad rep...

Avoid this store at all costs. Nick is helpful and kind but the manager, Joe, completely misled me when I went in to upgrade my phone. I should have been cautious as it was the end of the month and he had several promotions that he convinced me to take advantage of. I had already upgraded my phone quickly and easily with Nick and should have left. Joe clearly saw this as an opportunity to make a quota/commission for selling a business plan (promised to be cheaper than what I had - turns out it’s not). He lit up and jumped in when he heard me mention a business plan to Nick. Also, he said if I tried mobile internet I’d get a credit and if I didn’t use it, I could return and still keep the credit. No brainer, right? Definitely too good to be true. There seemed to be a lot of confusion when the switch from personal to business account was being made and I was there for over 3 hours. I was then told that I needed to come back the next business day to activate my account completely. It was then that I got to experience the most unpleasant team member. I didn’t catch his name but he sits in the middle desk. He displays a complete and utter lack of customer service skills. Acts like everyone is an inconvenience. I also dealt with him again the 3rd time I went back ( a few days ago). My bill was ridiculously high, not only were no credits applied but they signed me up for plans that were higher in cost than I needed or wanted. The phones I had gotten were said to be free - one with a trade in and one with business plan. Turns out that I was charged device fees for each. Aside from Nick being pleasant and helpful (and quite frankly carrying the entire store), this was overall a terrible experience. I’ve got to straighten all of this with Verizon over the phone. They have escalated the issue and are looking into it for me at a corporate level. Not only did I lose hours upon hours of my time during this entire process, I am losing money and paying for more service than I need. I did ask many questions while there to ensure that I was making the best decision so I’m very disappointed with the dishonesty. Also, I find it interesting that this store will do everything to get you signed up for “deals” and sell you everything they can but the minute you come in for service they are quick to tell you that they can’t help you because they aren’t a corporate store. So, that being said, save yourself time and money and go to a corporate store. Joe doesn’t care what his...

Russell Cellular will be happy to sell you PureGear liquid screen protection products and tell you about the fantastic warranty coverage the product offers. If your phone has a glass rear surface (like a galaxy S10, for example) they'll also tell you that the protection coverage applies to that surface as well. They may even tell you that your purchase will register you for this coverage, since the purchase is done under your verizon account.

Most of these statements are wrong. You need to register yourself to get the warranty/repair coverage established on your device. You will have to find what level of coverage you're getting with your purchase ($50, $150, or $250). You will have to keep the packaging to have the "puregear code" to register your device for coverage, and do so within 30 days of purchase. Finally, the only coverage you actually get is reimbursement "up to" whatever level of coverage you purchased for screen replacement.

So despite what the Russell Cellular sales representative may tell you, the liquid screen protection they sell will not offer coverage/repair if the glass on the back of your device somehow breaks. If the screen of your device cracks you will have to take the device to a third-party retailer (I'm not sure if Russell Cellular offers screen replacement) to have the screen replaced, and then file for reimbursement through PureGear to be refunded up to whatever value of coverage you actually purchased.

I will say that speaking to the PureGear representative was quite pleasant and they were very helpful, despite not being able to cover damage to the rear surface of the phone. They were also willing to offer me registration for coverage despite being outside the 30-day purchase window (not by much, mind you), so now we've at least got the warranty coverage on the screen. I'm still not sure what level of coverage we're actually covered with, but it's better...