Verizon — Local services in Jacksonville Beach

I have been a Verizon customer for almost a decade. I broke my phone and went in looking for a replacement. The sales associate sold me on the Edge program where you get a deal on the Droid Turbo. I later find out (through Corporate Verizon) that the Edge program is applicable only if you turn in your old WORKING phone. Long story short is this establishment knew very well that my old phone was not working – I heard from customer service that the sales associate mentioned in my file that she was even unable to get my pictures/contacts off the phone, showing it was broken – and sold me on this program anyway. Now I have a $300 fee on my bill. This store’s manager told me (in nicer words) that I was on my own and would have to take it up with Corporate, even though this negligence is the store's fault to begin with. Corporate will now not return my calls. Save yourself the financial headache and go with a company with integrity. -Ryan

Update 3/25/15 - Contacted the customer service number from the "Owner Response" - No action as of yet.

Update 4/1/15 - Have received confirmation that even though the sales associate coerced me into a contract she knew I would have to breach, the fact that this store never responded to my inqueries so "too much time had passed" is causing Cellular Sales to think they can excuse this fraud. If any attourney is reading this, please leave your contact...

What started as a very positive experience ended disappointingly. We felt very welcomed when we arrived and were greeted by Ivan. He is very personable and used excellent customer service skills. He wrote all the costs and figures down so we could see and understand what we were agreeing to. After looking up our phones on his computer, he provided the detailed mathematical breakdown of the trade in values of each one and he ensured us that my iPhone 8 would receive a credit of $600 in Premium trade-in value. We then agreed to the deal and he began transferring data. Once all of my data was transferred to a new iPhone 13 and the case was installed, he suddenly claimed that “they” would only give a $300 trade in value instead of his previous written quote of $600. At this point we felt helpless because he said the only option was transferring the data back to the iPhone 8. We really didn’t feel like we had a choice and clearly expressed this.

We didn’t make a big deal at the time because the whole affair took several hours and the store was closing.

We are particularly dismayed and disappointed because our interaction and rapport with him was initially very positive and he seemed so trustworthy, but, somehow, we feel as though we were scammed and can’t help thinking we were taken...

Brandon Massey is hands down the best Verizon employee/salesman I have had the pleasure of meeting. I came in with a sim card issue on my phone which was resolved very quickly with him and the employee he was training, he also did an outstanding job walking his trainee through the process. I mentioned the texts I was receiving about an early upgrade offer which I had no interest in doing. And this led to both my mother and I both upgrading to brand new phones. Brandon did his job flawlessly without pushing us into the upgrades, it was a win win for us to upgrade. Brandon also went the extra mile and met us back at the store on his day off to help us set up our new phones and make sure everything went according to plan. Brandon said “I want to be your guy, I want you to feel comfortable and know you have someone to handle anything you need.” Brandon Massey is definitely my guy, I know I can count on him. He spent 35 minutes on the phone with me this evening resolving a $400 billing issue for me, he handled the heavy work and made the process smooth. As a 22 year Verizon customer I look forward to many more years of great customer service with...