Verizon — Local services in Spring Township

MUST READ BEFORE TAKING CHANCES

visited this store in 2023 and got a promotion for / buy iPhone 15 pro max and get a iPhone 15 for free-/ with paid of trade in + pay the taxes on the cost of the phone…

Fast forward to 04/ 10/ 2025

My wife broke her phone. Overnight while I was asleep she went on Verizon and ordered a new phone.

In the morning she told me

“I paid off the phone and ordered a new one.”

I said paid off a FREE PHONE ????

Hold on !!!

Upon my personal investigations with Verizon 611.

I have 12 recorded phone conversations that I told the customer service agent they were being recorded and they all agreed and the iPhones tell the other person the conversation is being recorded anyway, and they continued the phone call with me..

I also have several screenshots of posts I did in the forums and the community message boards on the my Verizon app in which Verizon took down, even though they do not break any community rules or standards for the forums.

They basically silenced me from letting other people know what happened to me. They took my freedom of speech….

So I have them admitting that I traded in two phones and got two phones in December 2023.

We found out when my wife’s phone broke that they never added the promotion to our account for her iPhone 15 that we got in 2023.

I traded in my iPhone 12 Pro Max and got the iPhone 15 Pro Max…

My trade-in credit went onto my new phone and no promotion was added to my wife’s iPhone 15…

So fast-forward to 2025 and my wife paid off $680 on a phone that was free so I had Verizon 611 look into my past billing account..

We were being charged a monthly for my wife’s iPhone 15 with no monthly promotional credit applied.

For 19 months we paid on a phone that was supposed to have a promotional credit & be free.

Verizon 611 admitted that is correct.

We did pay for a phone that we were not supposed to be paying for.

Then I had asked them where the trade-in value of $840 was for my wife’s iPhone SE.

No promotional credit went towards our account no trade-in credit went towards our account and no trade-in credit went towards the cost of the iPhone 15.

So they took an iPhone SE from us and gave us nothing for it.

I confirmed that on recordings with Verizon 611. ..

So not only did they charge us $1338.26 for a free phone.

They also did not give us our promotional credit of $840 and they took a trade-in phone from us and gave us nothing for it. …

Again, keep in mind this has all been recorded and I have multiple managers from different store locations multiple customer service agents and their supervisors all admitting that I am correct …

Yet they will not give me my money back they will not credit my account.

They will not credit me for their mistakes.

Their excuse is or should I say their lies are…

We don’t see that promotion available at the time you got the phone

Well, that’s wrong because I have a copy of the contract.

It’s all written in there on notes.

I made sure the service salesman in the Verizon location in Belvidere Illinois put everything that we talked about on that paperwork. …

So even though I have a copy of it, Verizon’s calling me a liar.

But yet all of their agents and management is admitting and showing in the system that I and what I say is 100% correct Verizon owes me this money back …

They are just saying they will escalate from Verizon customer care up the chain to somebody in management.

11 times they’ve told me a ticket has been created for escalation.

Upon every time, I would call back in 48 hours when they said someone would be calling me and no one called ..

I would ask the next agent will refer to the previous ticket number.

11 times I’ve been told there is no ticket created!!!

Verizon 611 overseas doesn’t have any power to help anyone.

They are trained to lie to the Verizon customer and will not put you in contact with the upper echelon of Verizon management at all. ..

Verizon does not care about their customers anymore. I’ve been a customer for 20yrs !

They are...

My wife and I have been going to this location ever since they opened, about 15 years or so. The customer service experience is always very good to excellent at the store and the in-store tech people are on their game. Unfortunately, the off-site, back office, tech support over the years are what cause our frustration and keeps our rating down. 4.5-Stars would be a more accurate score to reflect our total experience but that's not an option.

The Verizon Wireless Network is second to none and the equipment I have purchased over the years is always reliable, durable and outstanding. My first generation Google Pixel XL had a battery failure Labor Day weekend after 3y 9m of use, I was hoping to make it to the holidays to snag another great deal and get the new Pixel 5 but fate intervened.

Truth be told my first gen Pixel was so awesome I didn't even realize it was that old, I thought it was a year younger based on how good it was performing before the battery crashed. I take responsibility for not replacing it sooner, normally we replace our equipment every 2-3 years as needed.

During my most recent visit I had the good fortune to be welcomed and helped by Yulisa Alcauter. Since I operate my small business right from my smartphone I was naturally concerned about text, voicemail, and call log data loss; everything else is backed up in the cloud but not necessarily the aforementioned. Yulisa was calming and reassuring and confidently guided me through the process of saving my remaining data with just about 50% battery life remaining before no further charge would be accepted by my old phone. Thanks to her above and beyond approach and attention to detail I was able to secure most everything minus a few minor things due to a technical glitch and the complete loss of battery charge during the final back-up process. Had she not helped I would likely have lost most or all of that very important data.

As I said the new Google Pixel 5 wasn't out at the time I needed my new phone so she happily showed me what alternatives I had and patiently and enthusiastically answered all of my many questions. After two days reflecting on what she had shared with me along with some additional online research on my part I decided on the Samsung S20+ with 512 GB of storage in Aura Blue.

Unfortunately the Aura Blue is a Best Buy exclusive color and the 512 G models are special order and hard to come by. At the time you couldn't even buy the 512 GB model on Verizon's website but with Yulisa's help she did find me one in black. Because of her enthusiasm, professionalism, knowledge, and hard work I opted to place my order with her and forgo getting the blue one at Best Buy. She really did an excellent job.

Two days later my phone arrived on-time as expected and Yulisa called me within the first hour after delivery to let me know it was ready to be picked up. Honorable mention goes to her associate Ana Hernandez who actually helped me set up the phone right there in the store since Yulisa was assisting another customer when I arrived. On the couple of occasions where Ana had a question Yulisa did a great job making herself easily available to Ana where the two of them worked together as a team to make the process of getting me up and running seamless, quick, and efficient; I didn't have to waste time explaining things a second time to Ana because they worked so well together.

Perhaps most important of all Yulisa followed up with me within two weeks to make sure everything was OK, as she said she would, and was able to cheerfully answer a couple additional questions I had.

But of course once the back office, off-site tech people got involved that is of course where the usual trouble began. Suffice it to say that, once again, with Yulisa's help we were back on track within the hour.

For a great customer service experience with knowledgeable and friendly staff you should certainly consider visiting this Verizon store. I'm pretty sure you'll be glad you did.

Thanks...

STAY SWAY FROM THIS STORE

This store, it's managers, and Sales associates will SCAM, RIPOFF, and TAKE ADVANTAGE of customers who are limited with technology and the English language all in the name of PROFITS and SALES.

By no means should this store be affiliated with Verizon Company Stores or act as a "Authorized Retailer."

The basis of negative rating is below and we'll justified. This store doesn't even deserve a 1 Star.

Recently, this store, it's managers, and sales associates assisted a family member of mine with a simple activation request. My family member walked in with her actively working iPhone 7 and the her new iPhone 13 that he/she wanted activated. However, despite being charged for the activation service, my family member left with two phones, neither in working order or activated....One might ask themselves ...BUT, HOW, IF THE STORE CHARGED FOR THE ACTIVATION SERVICE? I know... doesn't make sense... The store employee told her the iPhone 13 has an issue and it's causing the activation error.

It only gets worse...using deceiving sales tactics and manipulation, the employees told my family the iPhone 13 would activate automatically in 24hrs or so. 24hrs later the phone was still not working. So the following day my family went in to the store AGAIN. A different store employee offered a couple solutions to activating the iPhone 13.

1. BUY A NEW iPhone 13 Pro Max from them, and return the "not working" BRAND NEW iPhone 13 back to Verizon. Or 2) wait an additional 24 to 48 hrs to see if the phone automatically activates once again.

Of course the store employee pushed for selling my family the iPhone 13 Pro Max even though she literally walked in with a brand new iPhone 13 that she simply wanted activated...

Thankfully my family members felt like something was not right and walked away from the situation with two phones that still did not work. My family attempted to get a refund for the Activation Service they paid for - which makes sense seeing as the store and it's employees failed to activate the phone - but the store and it's employees refused...citing that the store invested time and effort to activating the phone and troubleshooting and offered solutions.

To add the cherry on top, the same day, my family members drove to the nearest Verizon Company Store....not a Verizon Authorized Retailer...and wow...within 5 minutes they activated the phone for...FREE.

A FORMAL COMPLAINT TO VERIZON WILL BE MADE FOLLOWING THIS...