Verizon — Local services in Raleigh

I have never left a bad review, but the behavior of the employees and management in this store has been so utterly abhorrent that it feels necessary. My fiancée and I visited this location in January of this year after a Verizon customer service representative mistakenly transitioned our postpaid plan to a prepaid plan (for flip phones no less, when we each have an iPhone), triggering the $800 buyout of our device payments. After trying to rectify it on the phone and online for 6+ hours, we decided to go in to our local store to seek in-person help. This started a 5-month nightmare that involved 24+ total hours that I will never get back in the store itself, calls from collections due to the delay (which we could do nothing about because we had no access to the former account), and countless unanswered texts and phone calls to the manager, who initially assured us that she could handle this in February long before the first statement would be generated after the prepaid fiasco. She set us up on a dummy phone plan that we did not have access to (nor choose) as a Band-Aid while she was trying to reinstate our device payments on a postpaid account. The situation was not handled, and continued to not be handled, so we had our service shut off entirely for nonpayment. When we visited the store on that particular occasion, the manager did not come out to speak to us until we had been sitting in the store for 5+ hours, having taken off from work to try to handle the issue. She said that she escalated a complaint after an additional hour plus on the phone and told us that we should be contacted within 72 hours. We weren't. Ultimately, it took us countless additional hours on the phone with multiple people from customer service (at home on our own) to finally get the issue with our device payments sorted out. They were not aware of a ticket, escalated or otherwise, so we had the joy of trying to explain this all from scratch for the 15th time. The helpful representatives issued credits to handle the device payments, which they agreed we should absolutely not be responsible for. We visited this location again yesterday to try to do what we thought would be simple, which was to square up any remaining payments for the dummy phone plan, choose a phone plan for going forward, and receive access to the postpaid account. Not only did none of that happen, but again, the manager would not speak to us directly and so sent person after person out to report what she was apparently saying/directing to address our concerns. None of her suggestions worked, but her staff wouldn't stick around long enough after tossing out directions to know that none of it was working. Eventually, a different staff person asked for our name, assumedly so that she could attempt to assist, and one of her coworkers told her to skip us because we would require too much patience. This was the same employee who during our first visit in January abandoned the assistant manager on duty, leaving him alone in the store with us, which was clearly a violation of their internal policies, yelling that he didn't care and they could fire him. It appears that he was not in fact fired. We then left the store and went to a different location to pay the remaining bill and cancel our service entirely. I truly have never experienced something like this in my life and remain shocked at how we were mistreated by every staff member in that store (with the exception of Diego). We showed exceptional patience given the fact that this went on for 5 MONTHS, and we were treated as though we were problem customers and a nuisance to the staff. I assure you that spending at least a full day of my life in that store, and missing work to do it, was at no time on my list of desired activities this year. I have no idea whether these reviews make any difference, but at a minimum, I hope it discourages people in our community from visiting this location. I will be filing complaints through every...

Went into this Verizon store to get a new line and switch from AT&T. I spoke with both Zach and J.P. to try and get this set up. I would recommend everyone try online first or go to a different store if you want an in person experience.

What brought me in was the chance to get a new iPhone that was free due to statement credits and Verizon's promotion to have them beat my old AT&T bill with the same level of amenities.

To start, they scanned my bill in order for their system to process what amount I would pay for their services. Not only was it more expensive, it was a tier below with throttled data and no hot spot.

I was still interested because of a free iPhone, but because they had dropped me down a plan tier, it was no longer fully covered which meant adding $5 more on my bill each month. In addition to the base bill and added phone cost, they were adamant that I had to have their "Verizon Mobile Protect" for $19 a month. They claimed they would cover it for the first month and then cancel it on my behalf which (in all honesty) I did not believe one bit. They would not remove it after I requested it taken off 3 times, each time reassuring me that they would cover it for the first month and then remove it.

The next step was discounts. I would be getting $10 off a month to set up auto billing with my bank account and another $10 for my veterans discount (they claimed the latter was $20 and I had to show them Verizon's own policy on it). Counting these, I was still at a higher amount than my current bill at AT&T for less service.

I told them I'd need a day to look it over and be back tomorrow. At this point, the sales pressure tactics came out. Suddenly this was the last iPhone they had in stock even though it was not the color I wanted anyway. They asked what would change by waiting for tomorrow. They printed out the supposed plan and signed it with their initials for the date the "offer" was good until. All these plus others to get me to sign right now.

Later that night after comparing with what Verizon offered online, they had completely bungled the package. I could have the highest tier plan which included no throttling, their best mobile hotspot, iPhone in the color I wanted, the ability to never sign up for "Verizon Mobile Protect", and an additional $200 gift card for switching all for less than what they had originally quoted me.

Armed with this information, I went back to the store again to compare and see if we could reach a deal that was beneficial for both of us. Sadly, I'll never know if they even could match Verizon's own online offer. I walked in at 12:03, had a salesperson come by to be put on their waitlist at 12:07, and left at 12:30 after seeing a multitude of people who had already been waiting leave before me.

Again, don't be like me and waste 2 of your lunch breaks because you prefer talking with a real person. The online tools work, they allow you to say no to frivolous add-ons, you can get the exact model you want, and you don't have to deal with anyone trying to pressure you into signing a bad deal which you will at this store.

Two big...

Do not use this Verizon store.

Writing this review while I wait an outrageous amount of time to talk to Verizon "customer service". Had to get a new phone back in the spring, so went to update my contract and get new phone. Was talked into Verizon's worthless "hum" auto monitoring service because it was no extra charge since it was a promotion trying to get the word out about this new service. Was even told that the bill would be 1 penny less by adding the "hum" auto service since it was a big promotion. I was very skeptical about the deal but the Verizon rep at the North Hills location insisted that it was a great promotion. She spoke with me for 20 minutes going over the monthly charges, and several times I questioned the inclusion of the hum in my monthly plan. She continued to assure me that it would be the quoted amount for my 2 year contract term for the phone, and that there would be no additional charge for the hum for the duration of the term. I can come to the conclusion that one of two circumstances caused this error in communication - 1) she was not knowledgeable enough on the service/plans/promotion details; or 2) she intentionally continued to omit the details around the hum only being free for one month, signing me up for a 2 year contract for the "free" service of no charge, to get the sale she wanted. She even insured me that when I join my job this summer and the company takes over my account it will just be included with the phone. Fast forward to the present and I had my new job assume responsibility of my phone and I get a unexpected bill for $80 for this "hum" service. Now I have to pay for an absurd cancellation fee. I should have trusted my initial instincts and just gotten the phone plan. I would completely switch to a different carrier if my job wasn't paying for the phone service. Do not trust anyone at this location. Also, the "hum" auto service has been...