Verizon — Local services in Middletown

my husband needed an upgrade, so we went to Verizon Middletown store on Washington St. they were able to upgrade his phone to the next level, faster speed, etc., etc., ext. talked us into opening a Verizon VISA card to use to pay the bill gave us another line for free all this stuff, but my monthly bill was less ... GOOD DEAL RIGHT!!! WRONG, the phone was trouble from the start, after a few weeks of trying to get it to work properly we brought it back, they told us it was "DEFECTIVE", had another one shipped to our house. WE got it in a few days, brought it in to have it set up. Once again after a few days, it was not working as it should, brought it back and asked to just have everything reversed and have his old phone turned back on. We were both just frustrated at this point. My husband thinks they were giving him refurbished phones, not new phones. I dealt with an associate Payton, he was my saving grace, he was truly the only one who helped me. they ended up charging my Verizon visa card $582.10 for some recovery fee and said it would come off it a few days, well you know it never came off, Payton worked with me for weeks to finally have it reversed and the charge taken off. I give Verizon 2 stars for Payton, he deserves a bonus for working with me on...

A little over a month ago I was going to cancel my contract with Verizon after over 20 years with them. I was disgusted with the 800 customer service reps, they did not care about us and showed it over and over again. We originally upgraded to a business account and were sold on certain device "sales" and software to improve our business. Where I went wrong was not going into our local store and speaking with someone directly. I was at my wits end with being wrongfully overcharged along with getting nowhere everytime I called 800 customer service. Once I found Pam at the Middletown store, she turned everything around for us. She researched everything, found the errors, corrected them and had made it possible to change my mind. It's makes a huge difference from just calling the 800 number and going to speak with someone in a local branch. They care and are willing to listen and work with me. After arguing with supervisors and management over the last 8 months, Pam has changed my mind and we have invested more in Verizon. Which I honestly did not think I'd ever do. I couldn't wait till we had the chance to cancel when these issues all started. We are so happy we found Pam to help us sort this all out and build our trust in Verizon...

I had a unique situation in which Fedex delivered my brand new 2021 iPad to my home, but left it in an unsecured place on my driveway and it was run over by a car. I went to Chris Morris, a manager at this store and I was quite frustrated with the whole situation with what happened with Fedex. I was also not optimistic about a positive response from Verizon. The other managers were also very understanding to my frustration and allowed me to vent and where very empathetic to my situation. They listened and told me they would help in any way they can. After getting no where at another store where they just told me they can't, Chris pulled me aside and told me he understands and he would get on it to work everything out for me and to give him a few days. I didn't expect much, assuming he ever did call me back. He called me back in two days and told me that a replacement is being overnighted to my house and everything is all set. In this day and age, to have someone come through when they told you they would makes all the difference. I highly recommend this store for anyone looking for devices or help...