Verizon — Local services in Long Hill Township

Would give less than 1 star if i could. Avoid. Employees super unprofessional. Here is a story of how the employees at this site screwed me and my family

I have been a Verizon customer since 2015, and since then I have gotten my my family (mom, dad, brother) on to my family plan since. In 2020 I switched off to my company’s plan, but my parents and brother continue to this day to use Verizon on the account i set up Until now i have found Verizon expensive but reliable with no complaints. That changes now.

On Dec 2023 I walked into my local Verizon store to upgrade my mom’s 4G phone to a new 5G iPhone 15 Pro. The local Verizon representative helped me out, but then proceeded to try to sell me a Gateway home internet. I had no interest, so I kindly declined. The sells rep told me that i could try it for 30 days and then return it any time. I said, my family was happy with their internet and we would decline. After 10 mins, the sells rep said (and i will never forget this) “look, this device is going to be mailed to your parent’s house whether you take it today or not.” Interlude, my dad got diagnosed with stage 4 pancreatic cancer, and my mom didn’t have time to return this device. So I took the device with the understanding i would immediately return it, and I returned the device the next day to the same sales reps and he acknowledged my receipt. I wish I took down his name

Now the fun begins. My dad passed away July 2024 and I’m going through our bills. Verizon had been charging us for that internet device, listed as inactive since Dec 2023. Again, I wasn’t the primary on the account anymore since my dad was, but i called on their behalf on Oct 18 2024. Verizon told me that they would reimburse us for the charges, but they would call back in 1 week to confirm at 11am. Oct 25 comes around, no call back. I didn’t worry too much since the representative told me everything would be reimbursed

On 11/8/24, i find that not only was Verizon not reimbursing us in our bill, they charged us a late fee (again, dad passed away and I didn’t have access to the bills), and they charged a $10 “consulting fee” for the conversation on Oct 18, that yielded no results. I called Verizon very angry, explained the situation, and they said they wouldn’t reimburse me because we didn’t raise the concern when the first wrong bill was paid. I then yelled that my father had cancer, he’s dead, and we need to make right out of this situation or I would have my family leave. The sale rep to their credit spoke to their manager, waived the $10, the late fee, and reimbursed 6 months of the faulty bills.

Now we come to today, Dec 9, 2024, where Verizon just emailed me that they are charging my mother $200 because the Gateway home internet was “never returned.”

Here is the summary A Verizon employee bullied me into taking a device I didn’t want by threatening to send it to my elderly parents who he knew wouldn’t return it because I explained my parent’s medical situation When the device was returned the Verizon employee acknowledged receiving the device, but never logged it in the system. Maybe maliciously? Verizon has been charging me ever since When I raised a concern, Verizon is not charging me $200 for never receiving the device, and not reimbursing the totality of all the previous mistaken charges

EDIT: I see the VZ team responded to this message - I have not received any contact from them or help regarding them overcharging me. I will update this once they reach out and solve my problem, however until then I want those reading to know that while their response carries nice words, they have done nothing to actually fix the...

DO NOT GO TO THIS STORE!! THEY SUCK!! Here is my experience: When my son went into this store to get help with his broken phone, a salesman at this store made no attempt to fix the phone and completely misrepresented a deal over the phone with me. He neglected to inform me of any of the added activation and monthly fees involved in the sale or the 14 day equipment return policy. In addition, the salesman forged my signature on the customer agreement which I only found out after receiving my bill and calling Verizon. My bill went from $157 to $401! I called Verizon and was told to go see the store manager, Mr. F. Santos to return the equipment and get the appropriate adjustments and credit. Mr. Santos refused to take back the equipment quoting the 14 day return policy which was never explained to me in the first place and when I explained that I didn't even know of any issue until I received the bill more than 14 days later, Mr. Santos still would not budge and made no apology for his salesman's deglect but agreed the bill was incorrect and told me he would work on crediting me and call me on Monday. After not hearing from him, another visit to Mr. Santos on Tuesday evening proved frustrating as he had done nothing and acted like he didn't want to be bothered. I left the store with his promise to call me on Wednesday. Once again, no phone call from him and my cell phone service got cut off on Thursday. I had to explain my issue to Verizon and make an estimated payment to restore service and then fight to get the reactivation fees removed after explaining my situation with Mr. Santos. I had them call Mr. Santos while I was on the phone with them and he told them he was "working" on my credit issue and to have me call him. After speaking with Mr. Santos again, he informed me he'd work on it and call me at 6 pm tonight. I ask you....would you believe him? Does it really take four business days or more to issue credit to a very unhappy customer who explained that the company was threatening to cut off service and needed his help? This is still ongoing and I will NEVER go back there again. Rest assured people, I will be in his face until this matter gets resolved but this is not what I call customer service!!!! This is what...

I was planning on switching my service to Verizon and thought that I would make the switch at my local Verizon wireless authorized retailer - until I had a rather disturbing conversation with a friend in the community.

To make a long story short, she visited the store last year to ask some questions about changing her account. She left the store having signed no contract and without any new devices, yet she received a bill the following month for a device of which she never took ownership.

Despite multiple visits to the store to correct this error - visits in which the store has confirmed that the exact device she is receiving bills for is 1). still in the store 2). has never been activated 3). has no history of data usage and 4). no employee has ever received commission for its sale - despite ALL of this, she has continued to receive monthly bills that now total $800 FOR A DEVICE SHE NEVER PURCHASED OR ENTERED INTO AN AGREEMENT TO PURCHASE.

Store management has assured her multiple times that they will stop the billing immediately and retroactively refund the monies that have been auto-deducted from her account; a year later, this has yet to occur and this issue remains ongoing and unresolved. She has now had to attain counsel and is filing a lawsuit.

This is FRAUD and what the management of this store has done and refuses to rectify is illegal. Needless to say, I will not as much as cross the threshold of this establishment and encourage others to avoid this “authorized Verizon retailer” and deal directly with Verizon instead; there’s a legit Verizon retail store...