Verizon — Local services in Shelby Charter Township

Transferred a number over for new service also picked up a mobile hotspot and two Verizon Business Internet routers over the month of December. I decided within the 30 trial period that I did not want the Business Internet routers. They will not take the routers back. Referred me to Customer Service. Customer Service would not send return labels. First they said they had an error generating labels and week later they said they sent labels via USPS, they never arrived. I had to go to the Corporate Verizon store on Hall road to be put on with phone support again and receive the same answers. I did not receive any shipping labels via email. A rep at the Corporate store stepped in after overhearing the issue. I’ve sent the routers back after photographing the packages and their contents and they are still trying to charge me for them despite notes in their system explaining all of the delays. It is now March and they want $414 for the devices I sent back and they have received. My service is currently suspended. Zero support from this location. On my last call to this store I was given a short lecture about how I should go and ‘try so that I will find out’. If you’re going to sign up with service from Verizon you may as well go to a corporate store or make the order online.

Update: Joseph was able to get the $414 charge reversed but needs more time to correct the issue entirely. I need to do business with my phone number today so I just had to pay $285.99 to reactivate my line. My monthly charges only come out to $171.89. We will see what can be worked out. Update. Got all those charges reversed and the April/May bill down to $60~ but...

I went into the store to inquire about upgrading my phone. The store was very busy and the associate did a great job helping everyone. He definitely knew what he was doing! When he found out that i wanted to upgrade he immediately took my phone started the process. After a few minutes he said there would be a 126.00 charge. I agreed because i know that iPhones have a 35.00 activation fee. So i just figured there was a set up fee and some taxes. After the associate set up my phone he inspected my old phone and said that I should take it and get the screen replaced because there was a small scratch on it and Verizon could mistake it for a cracked screen which would void the promotion and I would be responsible for an additional 600 charge. Then i was told that I needed to request the upgrade the next day and return the phone immediately upon receiving the packaging from Verizon. I paid my bill a little confused because i have upgraded at lease 5 phones in the past and the store always did it. I was then informed that i would get a 35.00 activation fee on my next bill. So now I’m completely confused, what the 100+ charge was for. So when i get home and look at my receipt it does not say. To put it nicely I will never return to this store and will not recommend it to anyone. They are only concerned with making nonsense money from their customers and do NOT explain charges. In fact the guy was so busy he didn't even have time for a question. All they did was set up the phone. I could have had my son do this for...

I will begin by saying I went when nobody else was in the store, so it was simply me and two Verizon employees. I will never go back to this location. I have never been treated to such poor customer service. It'd be one thing if the two employees said that they didn't have the ability or knowledge to fix my issue. I'd be disappointed, but understanding. They took no time to help me with my actual issue. They just wanted to watch the Lions game and cuddle on the chairs.

Here's what happened, I entered the store. Spoke to one employee. He looked at my phone. Told me to do some process to switch phones to one already in my possession, but not in use. He forgot to mention the SIM card that needed to be switched in order to keep my phone number, so after sending me home I needed to go back to figure out this issue, which I didn't know what to do at the time. The female employee then showed me the SIM card fix, but still did not care for helping or starting the process of fixing the issue. I was sent home to do it again. Eventually I went online to the Verizon live chat, and Tracy helped me do the process that the employees told me to do. She was very helpful, but altogether this process was in vein as my problem was not fixed. It took me an hour.

They did not care about fixing my issue and even though I understand they don't care about me, it is their job to care about my issue. I will never go back...