Verizon — Local services in Moses Lake

If I could give this store negative stars I would. Do not go here unless you want to be ripped off and have months of headaches trying to get it resolved. I could write a chapter book about my experience but I'll try to make it short. I went in for a simple upgrade because my daughter's phone wasn't working properly. I was told that by trading in our old devices we could get new ones for free, just pay the tax in the store. So I decided to upgrade my phone as well. Also I could get a watch for free, only pay taxes as it was the holiday season. I decided to upgrade both phones and get a watch. Paid almost $500 in taxes at the store. Was told that was all I would have to pay and there would be no change to my monthly bill. I asked very specifically about this because I used to sell cellphones and plans so I know how it works. The sales person assured me there would be no changes to my bill, except the next bill would have the activation fees for each item $35 each which I expected. When I got home I realized the only paperwork I received stated that I paid zero for both phones due to the trade ins, not mentioning the tax I paid and didn't have any paperwork for the watch at all. I didn't think much about it. When I got my next bill I was shocked to see that not only was I being charged for the activation fees, but my plan had been changed to a plan that cost double what I was paying before and I was being charged $20 per month just for the watch. After speaking to a customer service representative from Verizon I realized the deal I was told I was getting did not exist and I had to change plans to get those phones for free and would have to continue paying for the watch for two years. After speaking to the store manager he assured me the customer service agent was wrong and that he would fix everything. That did not happen. He changed my plan back to the original which then made a monthly charge for the phones, and made no changes to the watch. After two months of paying more than double what I should have I got in contact with the regional manager for TCC. She then assured me everything would be taken care of as well. Weeks went by with no change to my bill. I was told I would be receiving a credit on my bill to pay off the devices since I was told they would be free and I was now being charged a monthly fee for all three of them. After waiting and waiting I contacted the regional manager again and was told a paper check had been mailed out without her knowledge and I never okayed. I never received a check. She found out it was sent to an old address that wasn't anywhere on my account anymore, so had to send another one. I expressed that I did not want a check, that I wanted the bill credit like I was promised. She told me that was no longer an option so I waited for the check. Finally more than a week later I received the check. I know the check didn't cover everything I had over paid at that point but was tired of fighting with them over it. The total time it took from the day I walked into the store and was able to get the check was FIVE MONTHS. After paying off the three devices I had to cancel the service for the watch to stop being charged a monthly fee for that as well, and my bill finally went back to normal. After reading other reviews I know this is common practice at this store and most people probably give up and just get stuck with paying for something they didn't agree to because of the headache to fix it, but I would not give up. Moral of the story is, do not go to this store unless you want to be lied to and taken advantage of. I will never go to this store or any store ever again. I will go straight through customer service for anything else I ever need because they can be trusted more than the sleazy sales people and managers...

I had a bad experience at this store after I got talked into getting 3 new items in a bundle when I went into upgrade my phone. I signed 3 times for credit card charges and I was told they were for taxes on the phone, watch and Ipad. I was never shown the receipts and stupidly I didn't ask. When I got home, I realized I had paid over $100 taxes for each of the items and had no receipt. I called store and Isaax said he had texted and emailed receipt but this was not true. I went into store and asked another rep and he gave me the receipts. Turns out I unknowingly paid an extra $29.99 for Redux Water Protection (something I have never heard of and do not want) and $29.99 for a setup fee that wasn't revealed to me. I already knew I was paying Verizon $35 activation fee so think this additional setup fee should have been revealed. I paid these extra fees on all three devices. I normally would not go to a non-Verizon store because I know they throw in extra fees. This store says Verizon on the outside and nowhere does it say name of store is TCC so people don't know to be leery of the extra fees. Most people writing reviews here say Isaax is a very helpful friendly person. I agree, he was very friendly and seems he gains trust and then hides fees in there, especially if thinks you are gullible old lady. I clearly am since I didn't ask to see the receipts I was signing for and didn't question where those receipts were before leaving the store. I call the TCC customer express number that Customer care recommends when they respond to these reviews. They don't answer phone and they don't answer emails. Verizon has said those fees are not appropriate and they were going to put a note in my account and escalate the issue. I am not sure if that has happened but I have wasted a...

I would not Recommend this place for a lot of reasons. A rep called me a couple of days ago telling me I’m eligible for an upgrade to an Iphone 16. When I went there, this guy Isaax assisted me. He sales talked me about the “bundle” deal of screen protector, phone case and charger. When asked how much for the taxes of the phone and accessories, he just ignored me, instead charged me for $339.32, in good faith i paid. After everything that was set up, I requested for a RECEIPT, which he said he will email to me. Never happened. I requested for it the next day from another guy. I found out Isaax charged me for a REDUX WATER PROTECTION SINGLE LINE MEMBERSHIP for $29.99. That is not even an insurance. I went the next day and dispute to him that i didnt consent for any membership. He said i dont need to consent nor sign up because it is automatically a Store Fee, which is clearly a MISREPRESENTATION. I also wanted to return the charger cost at $50.99 which has 30 day return policy but he wont accept it because of a tiny rip on the box. I was also charged $29.99 for set-up fee, which i understand he did that part but it was NOT TRANSPARENTLY COMMUNICATED THAT THEY WILL CHARGE FOR IT. Otherwise, customers has the option to do it themselves. So I suggest, before you pay, you need to ask a breakdown of everything they are charging you and ask for a Receipt. Or just go...