Verizon — Local services in Moab

Worst experience ever. My 85 year old Grandpa went in to the store on April 12th to discuss options since Verizon raised their rates. The girl working talked him into switching to prepaid. He was charged $160 for his two line - activation fee and prepaid monthly rate. Little did he know the phones were not correctly activated. Our family could not get a hold of him or my grandma, so we went to their house on Sunday to check on them. Neither of their phones could receive or make calls, or receive or send text messages. I spent 45 min trying to get a hold of a Verizon rep, with no luck. We went to the store Monday morning. The same girl that helped him on Saturday told us that “a lot of people were having issues with prepaid recently” and that we would have to call Verizon. I tried explaining we tried that with no luck and she said there was nothing she could do, and the long wait times were because everyone was trying to call with issues. I spent the next 2 hours on hold trying to get to talk to a live agent because the robot options didn’t fix anything. While still on hold, I called the store with my phone and spoke to a gentleman who told me I was given the wrong number and that he was not aware of any issues with the prepaid services. He tried connecting me to different number, but unfortunately I was stuck in the same loop I experienced earlier. After 20 min of no luck, I called back and he suggested another number and stayed on the line to make sure we got connected. Finally after 15 min of battling the robot options, I was finally connected to a human being - after 2.5 hours of trying!!! The rep spent the next hour and a half helping us troubleshoot the issue. Turns out the store rep that originally switched my grandpa to prepaid should have issued prepaid SIM cards - something I was told by 3 different Verizon reps that she should have known this and should have done that before my Grandpa left the store. I spent 4 hours trying to resolve something that should have NEVER happened!!! My grandpa is 85 and my grandma is 90 - they would have NEVER been able to figure out the issue and the service rep at the store would not have helped because she didn’t even bother to understand the issue when we went in this morning or help us, instead she talked down to us and made up some bullshit about issues with the prepaid service which was NOT TRUE!! This is absolutely unacceptable!! We went down after we finally figured out the issue to let her know what we discovered so she doesn’t make the same mistake again, and while waiting, she continued her horrible customer service with another customer - who called her out for her attitude and poor customer service. I’ve called the store and filed an official complaint. I really hope they do something about her, and find a way to reimburse my grandparents for the complete bullshit they put them through. At least refund the activation fee - we spent 4 hours to activate the lines - what the hell was that $80 for??? I am so done...

Extremely disappointed in this place. Went in to get a new phone while traveling through the area. Tammie took my old phone and verified that i qualified for the promotion, transferring everything from one phone to the other. Only to find out later not everything was transferred. I still had to put in a lot of stuff myself. Then she calls me a few days later to say that I did not have an unlimited plan and therefore did not qualify. That wasn’t true. I have been with Verizon for years and have had a unlimited plan for as long as I can remember. She called her manager and they agreed there was a glitch in the system and would enter it by hand. I also kept asking for a receipt for my old phone. She promised it would be emailed by that Thursday. Never received. Took a survey from Verizon and complained about it. Was promised again they would email me a receipt. Still nothing. If you deal with this store, make sure you have everything before you leave....

Horrible customer services. Purchased a gizmo watch for my daughter. Spent 45min in store waiting and had to leave. Called 13 times yesterday afternoon could not get through and said voicemail was full all but 1 time. Left voicemail. Called again this morning and same issue no answer or call back. Went in and was told they never received a call then to find out that their phone system doesnt work most the time. Even more frustrating. Then the manager told the employee they expected me back which we told them we had a birthday we where putting on and that is why I called 13 times. I even showed on my phone the number of calls placed from 6pm till 7pm when they closed. They ended up missing a refund as there was nothing they could do to fix it and wanted me to order a new one. That I did not do and will not support a company with poor customer services and zero responses to calls. Very unhappy...