Verizon — Local services in Middletown

My wife and just had wanted to say what and amazing experience we had with Brian. We came to the store because my phone became completely unresponsive. The screen kept blacking out and my phone would turn off. Brian looked over our plan and phones. After assessing everything he determined that with a different a plan that would better benefit us, not only was he able to get me into a new phone but he was able to get my wife a new phone as well, while our bill only increased $10.00.

As happy as we were with getting new devices and with what Brian did for our bill it was what Brian did for us setting up our new phones and getting all our information transferred, especially on my phone that we were most impressed with. Brian spent well over 4 hours with us because we did not know my gmail address or password and without having that Gmail address and not being able to get my old phone to turn on and stay on he couldn't find that out. Even though we were not able to get my information on my phone we left the store having had one of the best experiences we have had anywhere. But that is where Brian went above and beyond. He said he would keep my phone and try to get it to come on for even the smallest amount of time and try to get to where he could see my Gmail address. Low and behold while we were out to eat Brian called and told us to come back to the store because he was able to get my phone on for just a minute and was able to get my Gmail address. When we got there he was able to reset my password and restore all my contacts and on top of all he already did he said he would continue to try and get my phone on to run a back up on my photos getting them backed up to my new google photos.

Brian went way above and beyond great customer service for me and my wife and we highly recommend anyone going to this store to ask for him he will do everything and more to take care of you and your needs!

Thank you so much Brian.

Craig...

I had a horrible experience here two weeks ago. My husband and I went to here to buy two iphone 12 and two apple watches. But they didn't have the silver iphone 12 that I wanted. So the service person put a new Verizon sim card into my husband's phone that he used so that I could use it until my silver iphone 12 arrives. He started to set up our phones and apple watches, after that he charged us a set-up fee of $180 which is $45 per each device. He didn't inform us of the cost and didn't even ask us for consent. Here is my complaint, I don't understand why he didn't give me prior notice to the customer for bill of $180. If I knew about the device set-up fee, I would have declined, because I can pair my apple watch on my own. (In fact I did pair my apple watch with my new phone by myself, since he didn't do that when my silver iphone arrived.) I talked with the Verizon service center about how I could resolve this undue charges and then they said "The Verizon store do not ask for any device set up fee, but the authorized Verizon retailer has a different policy, so we can't help you in this case.'' Until this time, I was just going to skip this undue charge, because I didn’t want to complain.

7 days later we went to pick up my phone, he charged me a up-grade fee of $40 even though we were already charged for a activation fee (It was $160 which is $40 per each device) a few days ago. And then he said "I don't know why Verizon charges you $40 again, so you should call the service center for that." So we had a long phone call with the Verizon service center to solve the issue. I'm so disappointed with my experience here. I want to recommend you that get as far away from this retailer as possible and go to an actual...

Shaun frost or whatever his last name is, was the worst person to have experience here. I walked in to transport my numbers to Verizon and wanted to get some information. Wanted to get some information and while reviewing when he said the you will charged $45 for each sim to transfer number over Verizon and $20 for SIM card, I was like why would you charge me that much money to give you business?? Means I change my service, use my own phone, and still pay you $65 to transfer each line to Verizon. In return instead of getting a professional response, I was told that so just because no one waste our time and looks like you are wasting my time and he just walked out to the back of the door and when I asked other people there what’s his last name when a nice lady tried to help me, he came back and said that let me deal with him and said to me that I am gonna call the cops if you don’t leave and I was shockingly surprised after hearing this when he said. I said why don’t you call cops and let them see what I did since I walk in the store. They will see that I am standing at one location and asking basic question regarding purchasing new line. He came to me and said get out of the store…🙄🙄🙄… he opened the store and asked me to get out…. I really felt bad and was thinking the reason of getting such treatment??? The only reason came to me that may be I am Asian look alike and controlled my anger there and not used even a single word against him. So if someone has patience like me can go and test his patience or if someone doesn’t than see how he gets treated with this person. I hope Verizon will take action...