Verizon — Local services in Farmington Hills

I took my Mom directly to the store to clear up her bill. My Daddy had passed away in May and my Mom and I had gone to the store in June to notify them. The man I spoke to then said he would remove my Dads number from the bill. A few days ago I was staying with my Mom so that I could assist her with her bills, among other things. When I got to her Verizon bill, I realized that my Dads number was still on there and for the first time I noticed that there was a third phone number on the bill. So, we went back to the Verizon store and ended up talking to Jordan. Now, if Jordan had been the only one helping us, I would have given 5 stars. He was thoughtful, kind and very patient with us during the entire situation. I say entire situation, because he ended up having to call the head office. I wish I knew the name of the man we all ended up speaking to, because he was rude, condescending and thoughtless. It turns out that the third number was for something called Hum. If you have never heard of this, it's a device that you attach to something in your vehicle and it's there to provide roadside service, if and when you need it. According to them, my parents had it for over a year. I told Jordan and this other man, that 1. My parents never had such a device and 2. Because they never would have asked for it, because they have a lease vehicle and it automatically comes with roadside assistance. So, after much debating, the man on the phone(acting like he was doing my Mom a GRAND favor), refunded her ONE month back on my Dads number, even though we told them he died in May and my Mom paid for his number for June, July AND August!! THEN, after paying for a device they NEVER received and NEVER used for OVER A YEAR, this man refunded ONE month. So, after actually acknowledging that my Mom shouldn't have paid for my Dads number after he died and acknowledging that she shouldn't have paid for a device she didn't have for over a year, he magnanimously gave her one month for each of THEIR mistakes. So, in conclusion, Jordan gets 5 stars, guy from head office gets 0 stars. I had my Mom pay off her new phone and told her to start looking for a...

Zeke is hands down the best service/sales professional I have had the experience working with. Our family came in to bring on 2 new lines and Zeke was fast, knowledgeable and extremely professional. We had to wait for one of our phones to be delivered to the store and come back at a later date to get it set up, upon our arrival a couple days later we had one of many extremely poor experiences with the Store manager Drew, he shooed us away stating he wasn't able to help us today and to come back another day because he was the only person in the store that day after some back and forth as all we needed was to set up a new device that had arrived to the store, simple task, we figured a manager would be more than capable of completing. Drew forced us into making an appointment and returning the following day. After arriving the following day now our 3rd visit to the store Drew was completely incompetent, rude to us and guests waiting, and incapable of setting up a new device, even with the help of remote support. We ended up having to have ANOTHER phone shipped to us and wait 3 more days to receive it and return to the store for a 4th visit. THANKFULLY upon finally receiving the phone and returning to the store for our 4th visit Zeke was back in the store and was able to help us get the new phone working and set up, this task took him maybe 10minutes. Furthermore he was the only team member in the store that day and was more than capable of assisting multiple customers at once and being polite and courteous to guests waiting in the seating area. Besides our interactions with Zeke, that were wonderful, this entire experience has been extremely disappointing and aggravating and an awful experience to brand new customers to Verizon. Drew does not represent the care and compassion a customer service professional should encompass, his abrasiveness to customers, lack of knowledge and non-willingness to complete simple tasks would make me not want to do business with Verizon moving forward, thankfully Zeke was able to counter this bad impression with his well above average customer service skills.

5 stars for Zeke, no...

A guy named Ralph waited on my husband and I after we waiting 1 and a half hours watching him slow-walk two customers through basic transactions. Once we got to him, he messed up our credit application, resulting in another 1 hour of time spent at the store - only to find out at the last moment that he could not actually switch us to Verizon because he forgot to tell us about a step we needed to take with AT&T. A huge fail for Ralph. We literally spent 2.5 hours in the store and were unable to switch our service to Verizon because Ralph didn't know what he was talking about. A manager showed up at the last possible moment and was super apologetic, but clearly this guy should not be left running the store by himself all morning on a Saturday. It was also remarkable that the guy kept telling us what a great multitasker he was and we observed him making mistakes on accounts for three separate customers, including ours, that resulted in obscene amounts of time spent in the store. He also appeared to be enjoying the power of his position in way that was uncomely. When we got home, we realized the guy had actually removed the SIM card from our daughter's phone and didn't replace it, leaving it nonfunctional. We had to return to the store hours later and the reps found our SIM Card (which contained our personal data) literally just sitting on a counter. Thankfully, they found it. The whole experience was upsetting, and we will never return...