Verizon — Local services in Klamath Falls

I am going to say this first- I don’t believe Hector was trying to screw up anything, I think he just is a new employee and I appreciate his efforts. My husband was shopping around for a new phone and possibly a new carrier. Verizon on Washburn gave him a quote that made it worth the hassle of switching from our current carrier. We ordered our phones and decided we would switch. Phones came in quickly, we went to the store at 4:45 on Thursday. Poor Hector was the only one working and I believe did his best. There were some struggles with getting our phone numbers from the other carrier even though we had all the information, Hector had to call Verizon’s support to have them manually do everything on their side. There was also an error that he couldn’t clear on his side. Fast forward 4 hours later (a good portion of the time was spent getting our phones to update to IOS26- apparently that is needed so the transfer can be seamless to another newer phone) we are getting the phones set up. Hector mentions what our payments would be and it was NOT what we were quoted but we couldn’t prove it because we were not given a quote slip and they didn’t have the quote in their system. Hector did call his manager who verified that they can not honor that quote. We decide to proceed anyway because we were so far in the process but it would have been cheaper to stick with our current carrier. Hector gets us all set up, we pay $40 per phone to walk out the door and I sign that receipt. The next day we are having problems with iMessage and some other wonky stuff- my husband called corporate Verizon to try to troubleshoot and he tells them the whole story. They even thought our experience was weird. She then proceeds to tell us our first bill would be $500! That was NEVER brought up. We knew there would be about $100 charge added to the bill for “activation fees” etc but that would put us at maybe around $300. Needless to say $500 is a very unwelcome surprise. She asked us if we had any of our signed documents- my husband asked what documents besides the receipt to leave. Apparently (this now makes sense) we should have been given a contract/terms of services form that we would need to sign. This did not happen. She encouraged my husband to make sure to go in and request these documents as well as ask them to give us documentation when we turned our old phones in. My husband went in Friday afternoon with our phones in his hands and asked for the documentation and for them to document him turning in the phones. The lady working there was extremely rude and unprofessional. She stated that she could not provide the documents and my husband said that corporate said she could and he really needed them for corporate to help us out at all. They went back and forth, eventually she did get them printed out. Eventually she did provide documentation of the phones being turned in but it was like pulling teeth. On the “contract” it wasn’t even my signature on it. Someone (not sure who) signed the contract for us and that is likely why we didn’t receive a copy. My husband shook her hand after getting what we needed and as he left, she turned to Hector and said “be careful, that one bites”. We will not be dealing with that store again if we can avoid it and will likely just go to corporate in Medford for the rest of our needs. Hector was extremely professional and kind- he even stayed an hour late to wrap up our phones but I feel like his company did not give him the tools to be successful and to do business appropriately. The lady at the store just left a sour taste in our mouth. All contacts should be available for the signees. It should not have been the ordeal that it was to get them. Then to have her be nasty when my husband left was the cherry on top. Misquoted, contracts not given, contract signed by someone other than us, non disclosure of a $500 initial bill and...

After discussing the phone I wanted and the plan, the sales rep said, "You can walk out of the store today for only $80." I asked if the $80 went towards the phone. "No." I asked if I was an activation fee. "No, that will be on your first bill." I repeatedly asked about it and expressed frustration that Verizon would charge a fee that was apparently for nothing, and the rep lead me to believe that it was just something Verizon does and that it was required to get a Verizon phone and contract.

I had to call Verizon about a different issue today, so I asked the Verizon rep about it. He said the charge does not show on his side and that it is not from Verizon. It's from GoWireless. I looked more closely at the package Go Wireless gave me and realized it's a GoAdvantage Membership. What is that?

I called Go Wireless and was told that it was for the screen protectors. The original sales rep had phrased it like, "Along with what you're paying today, you get a free screen protector." He never said this was an optional purchase or that it was not required by Verizon or that the other option would have been to pay a $20 set up fee.

It's a VERY deceptive sales tactic, and I don't believe this was a rogue salesmen. Other sales associates overheard my repeated questions and complaints and belief that it was a Verizon charge and said nothing. When I called today, I directly asked the manager, Jeff, if this is what he trains his sales reps to do and he didn't deny it.

The GoWireless employee who answered their toll free number had the gall to say "Well if I didn't know what a charge was for, I wouldn't have bought anything from that store." But I was lead to believe it was a VERIZON charge, meaning that I believed that if I wanted Verizon service, I'd be paying the same thing at any other store. I wanted Verizon service bad enough to reluctantly deal with it from Verizon, but if GoWireless had been honest and told me that I had the choice between a $20 in store set up fee and $80 screen protectors, I would have...

I'll leave the original review below to reference the overall inconvenience that initiated at the store. With that said, the overarching organization which owns the associate store did refund my money after providing them the information that you can read below. This took a month, but to their credit, they made the refund right.

Beyond disappointed. We were deceived regarding the charges and changes to our monthly charges with the purchase of devices. When the charges showed up on My Verizon one day later, I immediately returned all items to avoid long term billing consequences. To my surprise, having the items for less than 48 hours resulted in $160 in non-refundable fees. When I asked to speak to the manager about how we were deceived and then charged fees to return, the manager would not come out and talk to me. If I was being irate, I could understand that (but was not the case). I wanted to share my disappointment with the store manager. When I inquired about how I could make an appointment, I was told to come back (during the same hour schedule I was within) and see if he was available a different day. To make things worse, at the time of the sale, the agent changed our service plan which was a promotional plan. It took me an hour later with Verizon online to get that reset and back in place. I am still not convinced I got that restored. While at the store, I learned this is an associate store and not a Verizon company store and as such I am at the whim of a store manager who will not come out from behind the wall to discuss how poorly his salesperson represented the store.

Buyer beware. This store will deceive you about charges and when approached about it, the manager will not come out from...