Verizon — Local services in Springville

Absolutely the worst experience with a cell-provider, BUYER BEWARE.

We went in to switch our family over from T-Mobile and we were met with a sales guy (William) who had the worst hygiene imaginable (smell, nails, hair, etc.) and was the most incompetent person imaginable. We started looking at the phones and asking questions about differences in models, and the sales guys knew nothing about the features in major phone brands (isn't that your whole job??). After extensive googling we picked out our phones.

Now on to the ridiculous part, picking a phone plan. Again, this sales rep knew nothing and had to look everything up on his sheet of paper for what promotions were going on for each phone (not the biggest issue), but then after getting all the information and telling us how much things were, he "kept forgetting" key pieces of pricing information and had to start all over with new pricing.

By this time (1.5 hours into this mess) his sales manager left for the evening. Once we picked the plan and how much we were going to pay up front and got everything settled and started to activate the phones, he forgot to tell us that one of the phones he put on our plan was the higher memory because they didn't have the lower memory phone in stock (this would have been nice to know BEFORE activating everything). He also forgot the down-payment and after he tried calling his manager (who wouldn't answer the phone), just told us "sorry, but we'd have to start the process all over again to put in the down-payment". (I'm not about to sit there for another 2 hours for this guy to mess more things up). After this conundrum was starting to settle, we finally got out of the store 3 hours after we went in!

That evening we got the welcome email from Verizon and guess what...HE SIGNED US UP FOR THE WORNG & MORE EXPENSIVE PLANS!!!! So we had to call Verizon and sort everything out which took another 2 hours of phone calls and waiting.

We thought we were upgrading from T-Mobile, but after this whole incident, it's clear it was...

My wife and I had the worst experience at this store and if Verizon Corporate should really take a closer look at the way they do business. My wife and I went in to trade in our old iPhones and get Apple Watches. A gentleman with long black hair and a tattoo on his arm worked with us and was very unhelpful. He wrote down a quote for us on how much this was going to cost which ended up being way more than what he verbally told us in the beginning. I get at first he was just giving us an estimate, but then he couldn’t tell us the math behind the difference in numbers (Told us it would cost us an extra $20/month per line, and his justification was $7 for each new line, $7 for each watch service, & $10 for each new phone…..then he tried to say that choosing a watch that was $50 more than the original option added $100 in sales taxes 😅).

They didn’t have anything in stock, so we had to order everything, and yesterday I got a call from someone at their store saying that both our phones and watches had come in and were ready for pickup. We went in today after purposefully planning our day around it (since we have a toddler and an infant), and waited 20 minutes just for the same guy as before to tell us that they had made a mistake and one of the watches that came in was actually picked up by someone else with a similar name before we got there, and that they couldn’t do anything until another watch came in. The guys attitude was so unapologetic I couldn’t believe it. When I asked if there was anything they could do to make up for our time they had wasted, he just scowled and said there was nothing he could do, sorry.

Though frustrating, I get mistakes happen. I’m not mad about the mistake, but the attitude and lack of empathy and effort to try and fix it is what really frustrates me. I should be able to fully understand what I’m paying for, and I should feel valued as a customer. Two things that definitely did not happen at this...

On June 14, 2019, I went to make my cash payment as I have the prepaid plan which I switched to when I moved to Utah from Arizona. I was told at the time when the plan was started that I paid cash each month, which I made on time each month, I would not be charged tax. If I used any other means of payment, tax would be charged. Yesterday, the salesperson, River L. told me that I would have to pay the $3.00 tax on the monthly payment. I told her that I was not notified that I would have to pay the tax. The manager, said they made a mistake in the past and that now I would have to pay the tax. David (who I would guess is no longer with this Verizon store) told me at the time I changed to prepaid plan, that as long as I paid cash, I would not have to pay tax. Ten percent sounds a little high for the tax. That means that since the fall (probably September, 2017) that I have not paid tax. Also, I asked for a receipt like I do each month and the salesperson ( who appears to be still learning) didn't spell my name correctly on the receipt even after I spelled my name for her. I can't give this store and staff any stars. This greatly upset me because I am retired and on a limited income and the plan that Dave set up almost two years works in my budget. I will probably go to the Verizon store in Spanish Fork where I have had a good experience with employees when I donated my old cell phones. The owner/Verizon of this store needs to be accountable for the poor customer service at this store. Also, maybe the Better Business Bureau should be notified and an investigation into the business practices of this store...