Verizon — Local services in San Diego

Many cases of Misrepresentation, misleading information and cheating customers and not paying attention to consumers’ needs. I always do my research very well before I shop but if I am lied to by 3 representatives, that is a problem with the management of that store and their business ethics. As a consumer, I had made my choices based on the information they gave me.

Yesterday, after talking to customer service supervisor , I realized for the past 4 years I have been paying for services I did not need. In the past 2 years, even though I have asked them at least 3 times if I can cancel one of the lines; they told me it is part of the bundle and if I cancel it will mess up my plan, by 3 different representatives at Verizon store In Carmel Mountain san Diego Ca. 92128 . I purchased a Tablet on promotion in 2014 contract was over by 2016 and now is May 2020. I have been their customer in the past 10-13 years. in the beginning they were great. Not sure what has changed. This is the 4th times in the past 5 years I felt uneasy about this store but just for the sake of loyalty to Verizon and convenience I overlooked it. WHEN I GO TO ANY VERIZON STORE OR CALLING CUSTOMER SERVICE AS A CONSUMER, I DEAL WITH “VERIZON.” I have been with Verizon for as long as it showed up on the map. I started with an individual plan then to family plan for many years, with 4 line to now 6 lines and was hoping to add more BUT NOT SURE.

When the contract was over I was offered an upgrade I was not using it and wanted to cancel it. I was told (with witness) It will mess up my family plan. Based on the date it was not true. *Another time, over 2 years ago, one of their sales associates would not help us and had an attitude that I felt I was being **prejudiced against. I never had that experience EVER BEFORE so I stepped away to see what was going on. My companion whispered in my ears “this guy is acting very strange, we want to purchase two phones and he is being rode, I feel he is prejudice, I knew right away I was not wrong and went to the manager and asked someone else to help us. I DO NOT MAKE TIME FOR SUCH IGNORANCE. The new salesperson was incredible, She was waiting for a position in Engineering to open up. When she left the location in the past 2 times every times we have gone back we have had a very disappointing, absolute dissatisfying experiences. Each time with new sales reps. Last time 2 months ago the salesperson was again not answering my questions and trying to sell me things I did not want and dodging my “VERY SPECIFIC” questions. I gave him many chances to get a grip that I was not an uninformed buyer, I was so close to tell him off, I just did not want to make him feel inadequate and tried to be considerate, walked away and have not gone back. I had worked in Business Development and was trained and trained salespeople for 18 years. I knew what I was dealing with. During this past couple of years on emergency I have gone to other stores and had very nice reasonable experience. The way I knew Verizon store used to be. I am writing to upper management team even the Customer Service yesterday on the phone noticed there are discrepancies, but they cannot go that far back to give me the credit I deserve. It is not about money alone it is about time and the fact that they are there to sincerely serve their customers not cheat them for few $$$ and think you can get away with it. I had been just very busy to make the time to...

Man was I fooled-

I was having lower than usual battery time on my nearly 2 year old Droid Maxx- took it to the store, and the representative said, "Unfortunately, when the batteries on these go low we can't replace them, and have to replace the whole phone...but luckily, you have the phone insurance, so we'll just send you a new one!"

What a deal! He inspected my phone for damage, and even held it up to me and said "See, we have a little sticker in there that will change colors if it gets wet!" I had no idea what he was trying to show me inside the tiny micro-usb connector, so I just nodded along. I got a receipt confirming $0.00, Covered by Warranty, and was on my merry way.

Got the new phone a few days later, and (due to another ridiculously horrible customer service experience on the phone that I won't even bother with here) I eventually transferred everything from the old phone, and shipped it back to Verizon.

About a week later, I received an email from Verizon stating that they had discovered water damage on my phone, and that as a result, they were reversing the store's decision, and I would see a $299 charge on my next bill.

I immediately called customer service, and eventually was told that the rep. would be calling the store and verifying that there was no damage, and the fee would be waived- I would receive a call back "within an hour."

2 days later, I still had not heard anything, so I went back to the store. The manager was greeting at the door- I explained my situation, and that customer service told me that someone (apparently me, since no one from the phone customer service ever called back) needed to talk to the manager to get this resolved, since only he had the authority to verify that no damage was observed. The manager assured me that that was in fact not the case (a recurring theme between the store and the phone service), but regardless, I should get in line and speak to a rep.

What do you know- the rep. had no idea what to do...so of course, he calls Verizon Customer Service! He gets absolutely nowhere, and hands me the phone- incredulous, I asked why, and he said the rep. wanted to talk to me to "explain the situation." I took the phone, and the in-store rep. quickly disappeared into the back. Customer service told me that in exchange for all my trouble, they would be willing to credit me $100 towards the $300 bill- I nearly lost it at that point. They explained that it didn't matter what the in-store rep. originally told me regarding water damage- it is "the consumer's job as well to inspect the phone and know if damage has occurred." In other words, it was my job to disagree with the in-store TECHNICAL SERVICE representative regarding his inspection of my phone.

I tried to get someone in the store to help me, but they said there was nothing they could do. The whole time this occurred, the manager was standing around joking with other employees, or incessantly walking back and forth between the lobby and back room, for no apparent reason.

It is quite apparent that these are actually 2 separate companies, one a wholly-owned subsidiary of the other. Do not trust anything a customer service rep. in this store tells you- none of it is binding, and it could in fact simply be a lie to get you to buy something.

What a joke! Absolutely worthless, and...

Horrible customer service already, and I have only been a customer for 1 day. Came into the store to sign up for a new line and obtain a new device. Had to wait an hour--okay. Sales representative (number is E2HGV) set me up. I had to inquire about Verizon's current promotional offers for an apple watch, beats pro headphones, ipad, and additional rebate with a new device. The representative did not mention any of these until I explicitly referenced them, even though I had asked for offers, rates, etc.--okay, at least I knew what I should be offered and expressly asked for these promotions. I also asked for the free headphones three times. The representative still forgot to include them in my order. I pulled up my receipt and again asked about the headphones. He told me I had to pay for them and then to contact Verizon for the rebate. Surprise surprise, this is incorrect and I have had to spend hours dealing with Verizon and Verizon telling me I cannot get a rebate since the headphones were not included in the original order, and my only option is to go back to the store, return the headphones, fight the $50 restocking fee, and reorder the headphones again (this would entail additional hours of my time driving to the store and handling the return). It is extremely frustrating that not only is Verizon unwilling to provide any compensation or rectify the situation that was caused by its sales representative's error and misrepresentations. I am considering cancelling services with Verizon altogether, very unsatisfied with the lack of customer service.

Edit: It gets worse. The in-store representative informed me I would not have any monthly device payment as there was a promotion offered for up to $1,000 trade in value if you turned in your old phone. I was promised that I would not have a monthly device payment, as the $999 device was covered by the trade in promotion. Guess what? Verizon gave me $313 trade in credit. Absolutely horrible store that blatantly lies to you to get you to purchase/sign up.

Edit: Still worse--the same in-store representative completely messed up on the home internet I was seeking and gave me the wrong device, causing me to waste many hours trying to correct the issue and spend a week without internet.

In addition, despite the owner of this location responding previously saying they will look into this, it has been weeks, I have filled out the resolution forms, and I still have not received a single contact or communication on any of these issues. As a result, I have already spent countless hours having to try to get resolution and support from Verizon (with no luck) to fix all of these issues caused by the misrepresentations and errors from this store.

Avoid this store at all costs unless you feel like being sold a phone based on misrepresentations, never receiving hundreds of dollars worth of promotions , and wasting many hours of your life trying to deal with Verizon's nonexistent...