Verizon — Local services in Pere Marquette Charter Township

Customer beware. Unfortunately this is the first negative review I have written and posted. I don’t want anyone to go though what I have experience. A few weeks ago I decided to change providers because they were more cost effective and would pay up $500 per phone up to five lines, but we need to show proof that we paid off the lines. When I went to the Verizon store to pay off my phones they said that they couldn’t access my account and I would receive a final bill in the mail vs being auto deducted. I then contacted Verizon by phone and was able to pay over the phone (so I thought), I asked for a confirmation number and was told that I would receive an email and text with the confirmation. I only received an email saying that my account change and I could view it online. I tried to access my account but it said it was no longer valid. I then reached out to Verizon via chat. I was transferred three times and on chat for 1.5 hours and then disconnected. The third agent told me the only way I could access my account was by downloading the app. She provided me with the link and told me she would stay in until I accessed it. I downloaded the app and it locked me out because they said I tried too many times. When I typed this in the chat the agent never responded. Today I was able to access the amount due but not the itemized bill. I’m told I don’t have this permission because I’m a guest. This has been incredibly frustrating and time consuming all because Verizon seeks to punish/control their customers for going to another provider...

Opening at 10am and closing at 6pm with limited weekend hours helps no one with a job. I’ll take time off work for my dentist, not to buy a new cell phone.

I bought a phone from Verizon online. Smooth, easy, streamlined process that took me mere minutes. Verizon advised that my trade in could be mailed OR taken into a store.

Which is what I elected to do because I was going up to Ludington anyways.

They finally opened up after I waited in the parking lot for 15 minutes. Ken? Kev? Not sure greeted me and asked what I needed. I told him I was dropping off a phone. Instant confusion. I clarified repeatedly it was a trade in. That I bought a phone online, and the online representative told me I could drop my old phone off at the retail store. Still confused. He kept asking if I had a box and shipping label. I asked if it was a problem if I didn’t. He asked if I had the box and shipping label again. I don’t think he was picking up that I obviously didn’t, and what I have is what I have. I told him maybe I should go to another store. He seemed more than ok with that. Like seriously I have a pretty easy transaction to make. I give you phone, you ask for account information, I leave. Instead I get looked at like I have three heads.

Bottom line- this retail store went way downhill. I’ve been to a few Verizon stores. All very helpful (besides Muskegon’s when COViD was happening, but that’s understandable)

Retail...

After weeks/months of EXCRUCIATING online "service" from Verizon, I finally got resolution for an ongoing account/equipment issue and had the very good fortune to be served by JONATHAN at the Ludington store. He was patient and kind and walked me through set up, functionality, my account changes, and options I wasn't even aware of. He was an absolute GEM (and, the rest of the visible team appeared to also be!) and I was very grateful that he redeemed a 30 year relationship with a company that I was all too ready to sever. Go visit him and mention this excellent review, if you are in the area and need resolution. Thank you, Jonathan, for turning multiple very bad experiences into a positive one and reminding me why I've remained loyal...