Verizon — Local services in Germantown

Not a true Verizon corporate store, only a retailer, so shop with caution…my nearly 80 year old father who’s on our family plan recently went to this store for a new iPhone. As part of his phone upgrade he was told he would get a new Apple Watch and iPad. He was told this would not affect the bill at all. I cautioned him that this wasn’t likely the case, but the store rep was put on speakerphone and assured my dad this was the case. Not a surprise, but of course this wasn’t true. Both devices came with strings attached including activation fees, monthly service fees, and a 3 year service contract that he doesn’t need. I will reiterate, we suspected this would be the case, but the rep reassured my dad this “wouldn’t cost him a thing.” So when he went to return these items he was of course charged the typical restocking fee and told the activation fees and some other items couldn’t be refunded. After some maddening discussion with them they via phone they said all those fees would be refunded after all. Yet when my dad went to have it all processed they changed their tune and again said they couldn’t refund stocking fees ($50 for each device) plus some other fees. Twice they screwed him. Merry Christmas!

Bottom line…I wouldn’t go there. They used deceptive practices and number manipulation of the bill to swindle an older guy out of money for the sake of sales. And even after we called them on it and they said they would take care of it, they again refused. Now I’ll be sorting this out with Verizon corporate. Crooks...

Very disturbing experience at this store. The sales reps are not honest and upfront about what you are paying for. They are trying to make a sale and will hide information. The sales rep never told us that the setup and go 40$ fee was optional. He even charged it for phones he didn’t touch. Everyone please know that you can refuse this charge and setup the phone on your own, you literally just have to click next 5 times. Verizon and Vectra (company that owns this store) confirmed this to me. He never even told us we were paying for it, all that was told is that we are paying “taxes” for the free device. The sales rep Matt promised to waive the activation fees. I spoke to the manager Montonia and she said we will get a credit in a few billing cycles but could not give me a written confirmation. This is a red flag as I have seen comments from other people who have waited months and never got this credit. The associate Matt never mentioned we will be getting charged a Verizon surcharge monthly, which is pretty substantial at least 10-15 percent of your bill. Completely hid this information. Just said it’s “plus taxes”.

The phones were not setup properly, one phone couldn’t receive any calls, one phone didn’t have the number transferred properly.

After talking to Vectra I was promised the setup and go charges refunded and their customer service was very nice and quick, but I doubt I will ever get the activation fees credit as Montonia does not want to give a written...

The staff is friendly but my experience has been awful. I've had to visit this store 5 times due to issues. My wife and I went in to see about upgrading our phones and were told we would be receiving full promotional trade in credit and our monthly bill would not be changing. On our first visit my pregnant wife and I were at the store for nearly two hours with our toddler and when we were finally handed our new phones we'd been given the wrong phones. We were told to keep these and come back in two days so the Store manager (Patti) could exchange them and give us the correct phones. We returned 3 more times before Patti was actually there and able to help. After exchanging, we saw on our next bill we were not given the full promotional amount we were promised and our bill had increased by more than $300. I went back in to cancel our service and return the phones we had upgraded before the 30 day return window closed. I was connected with the Regional manager (Aaron) who seemed to understand our situation and said he would make things right by applying a one time credit to make up for the additional promotional credits we didn't receive. Here we are 4 months later and still no credit. I've had to continuously contact Aaron and receive no response or explanation most of the time. I was drug along and lied to so that I wouldn't cancel and now cant return these phones. I will be canceling my...