Verizon — Local services in Oak Creek

Avoid this store, they made an error on my account and actively attempted to pass the blame onto the Verizon's system and refused an ordered replacement device.

To make a very long story short, I broke my phone and attempted to file an online claim and my insurance was deleted from my account. I purchased insurance when I bought my most recent phone. It took three days, 6 times at the Verizon store and a total of about 12 hours to order a replacement. The first day was two trips to the store and 2 phone calls to the insurance company where my claims were denied. I was told I had Mobile Secure, a VPN I didn’t purchase, or no insurance at all. The second day I was again told I never had insurance and had another denied claim where staff stated they could not help. I reviewed all my bills and found documentation of insurance during purchase and that it was switched/deleted in August of last year. Verizon identified the issue as from the Verizon store and explained that the store would be required to issue a replacement device. My account was updated and then instructed to reference the chat if there were any issues from the manager. I brought my laptop with the open chat and drove to the store happy that the issue would be fixed.

I entered the store and spoke to Manager Tim, who read the chat and stated “I can’t give you a free phone.” I should have known from his response that this was going to be a terrible experience. I paid for insurance, it’s not free when you pay for a service. Tim, who was present my last three times in the store when I was told repeatedly that I never had insurance, found my proof in under 5 minutes on his tablet. He proceeded to print my receipt and say it wasn’t his fault and demanded I tell Verizon Agent on live chat that it wasn’t his fault and that he can’t give me a free phone. The agent told me I should work to fix the issue and remained in the store.

The store manager Tim then went through my entire account, printed additional receipts, put them on the counter, took notes on them and appeared to take pictures of them with his tablet. His only concern was covering up any mistakes his store made and he provided no service, no solution, no apologies, he only repeated he can’t give me a phone and it wasn’t his fault. I at one point explained that it didn’t matter who was at fault and I just wanted something done to make it right. After 20-30 minutes, Tim advised me he found his latest proof that he wasn’t at fault and I said “I don’t give a f$%# who is at fault.” 2 days and 6-8 hours in, I lost my cool and swore once.” Tim yelled don’t swear at me and I stopped. I tried to explain that I just wanted help and he kicked me out of the store. I told the Verizon agent I was being kicked out and left before he further escalated the situation. I left my broken phone on the counter and did not realize I left it behind.

The manager kicked me out of the store and made no attempts to help. After 6 hours with customer service the following day, I was told that the insurance claim would go through. I returned to the store to get information on filing a complaint and Manager Tim was again there. Tim stated he was not allowed to give any information and I had to call customer service. I asked him if he knew that the entire situation was not my fault and he stated Yes. I then asked if he could help in any way since the claim had not been approved yet and he stated No. I left to return home and finally realized that I left my broken phone at the store.

I walked in and Tim said that he had my phone in the back. When he returned it to me I asked him why he didn’t tell me 20 minutes ago, and he smirked stating he must have forgotten. He could have contacted when I first left it there but that's actually customer service. This store will screw you over and call you...

Made 2 visits to this location on the same day giving Justin a heads up I will be back to upgrade my wife's line. Justin was very informative as to what the cost of the phone would be with the upgrade and how much my new bill would be moving forward with the new upgrade. When we arrived in the evening Justin welcomed me back and the Manager stepped in to help us with the upgrade. We are Samsung Users and we switched over to an Iphone. I was hoping the Manager would walk us through the process of how to work the Iphone 13 Pro but he did not. We apologized for the time but he kept reassuring us that its OKAY they stay beyond closing and he wants to make sure we are truly happy with our purchase since we are spending a-lot of money on an Iphone. Once he got the correct color Iphone out of the safe he put the Iphone in the Verizon Bag with everything else we purchased told us about an APP that switched our apps, images, texts, etc to the Iphone and basically pushed us out the door. When I asked him about the cost difference he just looked over the breakdown and said yup it will be the same knowing that we were quoted for a regular Iphone not the Iphone pro. The Manager never walked us through the bill, never guided us on how to operate the phone, never gave us step by step breakdown on the overall Apple Setup. It was like here's your phone now hurry up and get out. During the wait period I learned more about his personal life then how to transition from one phone to another. The Manager kept letting us know to come back the next day but why do I have to burden myself when I am already there giving you more business. Also, I shouldn't have to go a whole night without a phone because he did not feel the need to help us due to time!!!! I have never experienced this type of treatment at any Verizon location in Kenosha, WI. Anytime we upgraded or added a new line NO MATTER what time of the day it was they would take the time during the setup process to make sure the phone was operating correctly. If we decided to make the leap from Iphone to android they would literally hold our hands throughout the process. That's great Customer Service!! NOT take our money and rush us out because they were ready to go home!! Even the Apple Customer Service Help Line was shocked that he did not make the time to walk us through the process; but grateful Apple Customer Service did. Overall, it was a horrible experience one I am not use to from Verizon....

HORRIBLE. I was insulted by the store manager here. He loudly belittled me in front of the the other customers and employees.

I requested his help because I saw that he was not assisting anyone and he knew I had a very quick return, it was a phone case that would have taken a minute or less to return. He told me I was on checked in and on the list and told me if I couldn't wait I could come back and that I have 30 days for return. (But I traveled 30 min to get here, I have small children and my phone case return period was almost at the 30 days! )

All other employees were with customers that were discussing in depth and in detail the purchase of phones & service plans . But the manager was literally just standing by....hanging out doing/saying nothing. I noticed it and it was obvious he was not busy this whole time.

So I now had been waiting over 20min to make this simple return. So seeing he was not in conversation w anyone at all I asked the manager a second time if he could help me w my return, and i he could please if was he standing by, not w a customer..... but he said "No, you're checked in on the waiit list". ...so I then said "this is ridiculous" ( i had gotten irritated after seeing him just look at his phone and standing around!!)

He then loudly told me "I'm gonna have to ask you to leave if you don't BEHAVE" This was so insulting. I then asked who was his store manager and he rudely said " I AM. and I'm the only manager"

I was too upset to stay after that, I ended up simply just walking out the door quietly, without a word but I was furious. I am requesting a District Manager contact me please about this treatment I received in this store by the manager that works at this Oak creek location. And - some of the Employees working here should have seen/heard something too I can say one of them did and he's a great employee and always polite, he is helpful to me when I've been in the V store times before.

This is just about the manager, I don't recall his name, he is of Latino/Hispanic origin is best way to describe. I will find out his name and post it here so it is known.

I will certainly discourage any and everyone I know not to use this Verizon location and as being a loyal customer to Verizon for over 20 years I am extremely disappointed in Verizon for not getting in touch w me, this happened in October 2023

Update 3/6/24 - still no contact from DM in...