Verizon — Local services in Perrysburg

CAUTION DO NOT GO TO THIS STORE IF YOU ARE STARTING A NEW ACCOUNT OR UPGRADING WITH VERIZON. This is a third-party store and we do not expect this store to be "authorized" by Verizon or even open for long. Why you ask....?

My wife and I visited this store thinking it was a safe place to start a new Verizon account. We now know after 5 months of trying to work out several problems that this is not a safe place to trade-in your device or pay for your phones.

We traded in two Samsung Galaxy S10E devices and this ”authorized retailer” never reported or delivered our devices to Verizon. We do not know what happened to our devices and we were told by a Verizon representative that we are not the first customers to experience this type of issue at this particular store. We started our plan and upgraded devices with the promise that we would receive $800 towards each of our traded-in devices. We then made a large down payment the same day to pay off the remaining amount due on the new devices (in order to not have to pay for them on our monthly bill).

Neither our trade-ins nor the $800 we paid for our devices was reported to Verizon and our money is now gone and our devices are gone. According to Verizon, after 5 months of patiently waiting for our bill to adjust to show that our new phones are paid in full, we still owe the remaining amount on our new devices as if we paid $0. I hate to assume the worst but the facts REMAIN THE SAME. We have a receipt for all transactions and we cannot get this resolved. All we want is for the devices to show as PAID OFF - so that we do not have to pay monthly for our devices. We own our devices. We paid for them up front. AGAIN THIS IS NOT A VERIZON COMPANY STORE. Do not try to setup new accounts or pay off new devices at this store!

We have attempted to fix this situation over the past 2 months and we were told "there is only one guy that can help you" and "this guy is only in the store after 2pm on this particular day". Then when we made an appointment to talk with the one guy and “he couldn't come in that day”. We could not get a phone number to reach the "only person" who could help us and it was a “show up at the store and hope he is there and available to help you” situation. Keep in mind, $2400 is up in the air at this point and all we were given is a whole lot of excuses. We asked for the General Managers phone number and we were told they could not give us that information either.

We were on the phone with Verizon for over 3 hours today and they have decided to help us get our bill straightened out, delivering on the promises we were given at that initial visit even though they still have not received (or even have record of) the trade-in devices or down payment. They told us they will continue to investigate why this store did not report/return our trade-in devices or initial down payment. We are sad other customers may have also been fooled by the idea this was an actual Verizon store and suffered some of the same issues. We still don't own our phones and we are out the money we paid this store. Thankfully, Verizon is going to give us bill credits to cover the trade-ins they never even received from this store.

We take our time to share this review with the hopes that we can prevent another family from making this mistake. Find a Verizon company store to do these types of transactions. Otherwise, you risk the chance that a third-party store (like this one) will make a mistake with your payment or not follow through with your trade-ins for whatever reason. According to Verizon, the phones we traded-in...

My grandparents went into the store the other day (they are in their mid 90s) to get a new phone for my grandma. They didn’t have her old phone as she lost it when she moved into the assisted living. They just told us about their experience that I had to find the location and leave this review. They said they were the only ones in the store when they arrived, and the customer service guy continued to sit in his chair, not get up, or even greet them. My grandpa had to ask him for help. When they discussed their problem and that they needed help setting up her potential new phone, he said “you can do it yourself with your old phone.” They reiterated, they don’t have the old phone. They continued to seek assistance from him, in which he belittled them with his complete lack of assistance. My grandpa said when he got his iPhone, the customer service rep at another Verizon completely set his phone up with him, complete with apps. This man wasn’t even willing to help get a phone set up for an elderly woman. What KIND of PERSON do you have employed at this store??? Soulless. AVOID THIS STORE AT ALL...

My zflip had a strange line across the screen that developed out of nowhere. We stopped at the Verizon store on Navarre Ave in Oregon and got a run around. They sent us to Perrysburg to an asurion repair store for an appointment at 6:30 pm. We get to the repair store and are told they do not accept any phones for repair at 5 pm. My husband was furious. We went to the Verizon store on Fremont Pike in Perrysburg and the door was locked. Just as we were getting back in the truck to leave, a gentleman opened the door and asked if he could help. We spent the next hour and a half getting a new phone set up on the spot. JOE SCOTT was amazing and if you need a phone you have to go see him. He somehow lowered our monthly bill and got us all squared away when no one else seemed to care at all. I will never go to another Verizon store. I will be going back to the Fremont Pike location to see Joe. Thank you Joe!!! We couldn't be more appreciative for your help tonight. You are truly a symbol of what Customer Service should be. Your kindness and willingness to help did not...