Verizon — Local services in Jackson Township

If I could give 0 stars I absolutely would. We’ve used this location multiple times without any issues but this past experience was horrible and quite concerning with regard to security and privacy. We upgraded our adult son’s phone with a trade via the app and then picked it up at this location. We went home set it up, no issues. Meanwhile I kept getting emails reminding me to pick up the phone, after 3 days the order was cancelled however on the app the new phone was showing up. When I went in to trade the old phone I told them what had happened and wanted to make sure we got credit for the trade ($600). Sara and Emily attempted to help but said my son and the phone needed to be at the store I order to fix the inventory issue. The next day we went in and all the counters/seats were being used, we were sitting on benches by the doors. Sara came out and asked for the new phone (that was working and had all the information on it, banking, medical, etc) asked my son for his passcode and said okay I’ll be right back. She then took the phone, the box it came in with the barcodes, knowing his passcode to the back room and was gone for 15 minutes. When she came back out I told her that I was not comfortable with her having the phone, knowing the passcode, and us not being able to see what they were doing with the phone. I told her the whole reason why Verizon has these counters and chairs is so you can do what you needs to do in front of the customer. She immediately disregarded my concern for security and said they have to put the phone back into inventory (which I already knew) and then proceeded to say we aren’t accessing anything. I then said “but I don’t know that” and had to ask her how she would feel if someone asked her to do the same thing. I then requested that the phone be brought out and that whatever needed to be done be done at the counter in front of us. Her and Anna begrudgingly came out with the iPad to do what needed to be done and from then on they were both rude. We were then told they couldn’t put the phone back into inventory and would need to issue a completely new phone. While switching the 4 day old phone to the new one verizon needed my Verizon pin, instead of her giving me the device to put in my pin she wanted me to tell her. Another total lack of understanding security and privacy. I had to ask to put it into the device myself. I told her that my son just bought a new screen protector for the phone, Sara then asked where we bought it, like that mattered, we couldn’t reuse the protector if we could we would have, and this issue was caused by no effort on our part. This whole issue was Verizon’s fault, we were basically going to get a free phone because of a glitch in their system had we not been honest and brought the issue to their attention. We were simply trying to do the right thing, being honest, and the only thing it got us was 3 trips to Verizon, 4 extra hours of my time, our security and privacy compromised and made to fell like we were trying to get something for free. Both reps were rude and non-transparent about the whole process. The manager Greg was also abundantly clear of the issue (comping a free screen protector) and at no point did he even attempt to help the 2 reps or say 2 words to me and my son. I really felt like nobody cared and they were all just doing their time. I certainly hope Verizon provides extra training to all their staff due to a huge knowledge deficit in security and privacy but also the reps involved Sara, Emily, and manager Greg who absolutely knew what was going on but decided to sit...

Unless you like unexpected charges on your phone bill, being lied to, and getting the run around when you try to resolve the issue DO NOT go to this store. I have went here 3 times and every time I have been there they told me one price in the store and it ended up being something all together different on my bill. The most recent was an early upgrade on my phone. I was told there was a promotion that would be cheaper for me and would result in a $15 discount monthly to my bill. With this promotion I had to pay the sales tax that day in the store then a 1 time $75 extra charge on my next bill. Then a small monthly payment afterwards.The promotion included a free case for the phone, a free car charger, and a free Delphi connect device for the car with no extra surcharges for the device, as well as a free face protector. First bill comes, an extra $170 charge. We had been charged $40 for the Delphi connect and $130 for the phone. So I drive the 30 minutes to return the device to be told it was a billing mistake, the charge was taken off, and told to keep the device. They then explained I had to pay the $130 but my phone would be paid in full when I did. No more payments.So I pay the bill plus the $130 charge for the phone. Next bill, an extra $27.95 charge on the bill. Was told it was the lease price for my new phone. Call the store and after 2 hours was basically told to either return the phone and get a cheaper priced phone or keep the phone and get stuck with the payment but get a one time $40 credit to the account for my inconvenience. So I keep the phone and take the credit. Next bill, $40 past due and total bill was $435. Called Verizon to find out that the store hadn't posted a $40 credit to my account. Called this store to resolve the issue and was told they could not discuss account information over the phone and I had to come in which is a lie because the entire ordeal with the payment for the new phone and the $40 credit was handled over the phone. These people are liars and crooks and have the absolute worst customer service. Customers beware! Just to let everyone know this is the resolution to the issues I had after driving all the way back up there so they could discuss the account

1. I had to call Verizon (the call center) back but I did get the $40 credit. The representative that I spoke with decided to investigate since there had been so many notes on the account since the phone purchase and we rarely had issues with our account prior to the purchase.

2. From this investigation we discovered I am being charged for the Delphi connect monthly. $5 a month for the line $5 a month for the subscription.

3. I did not get a discounted price on the phone. It was not $350 and if I wanted to pay it off today it would cost me $628.

4. The store refused take the Delphi connect device back as a return and continued to insist I had never been charged for it. I was informed if I wanted to cancel that line of service it will cost me $175.

5. The $130 did not go toward my phone payment. It paid off all those free accessories as follows Delphi connect device $0.99 Phone case $25.00 Car charger $$26.00 Screen protector $18.99

6. That doesn't come up to $130 you say? No it doesn't. My uncle bought a $49.99 phone case the same day. He paid for it but some how it got added into my accessory charge so I paid for it to. I doubt I get that $50 back. Then there was $9.08 in taxes and fees bringing the total to $130.05 which I paid thinking it went on my phone. It didn't obviously. It paid for accessories I would have never got had they not told me...

Do not let Michael help you with anything, he is a liar and a thief. We went into this store to purchase 3 phones and ended up with 3 phones and 2 hum devices that we did not want or know that we purchased. We questioned the amount of tax we owed and he told us it was because we bought expensive phones. We questioned the amount of our bill and were told the online service rep did not include the insurance amount when he gave us a quote. We questioned him about needing our vehicle information and were told Verizon customers receive complimentary road side assistance. He told my teenage son that the store manager overheard him talking about air pods and would waive the activation fee on his line if he purchased them that day, he never waived the fee. Michael repeatedly had to go into the back of the store leaving us aggravated and frustrated that this was taking such a long time to get 3 phones purchased and and activated. Looking back on it now, I realize it put me in a mindset to sign and pay for whatever explanation he gave us, just to get out of the store. Michael put one page of the receipt in our bag, there were five pages online. He put our cases on our new phones for us and tethered our old phones with the new ones to transfer our information, giving us no reason to even get in the bag when we got home. Luckily we noticed what happened the next day and with help from a corporate customer service representative we were able to get our money refunded and get our bill adjusted. We had to involve corporate customer service because amazingly the store was giving us the run around. When I questioned the store manager about Michael's employment with that store I was assured that he still had a job with them and that he couldn't discuss it any further with me. I can assure that this guy is slick and this could not have been the first time he pulled this scam. I will not go into this store...