Verizon — Local services in Stoneham

Honestly one of the worst costumer service experiences I have had. I went in looking to trade in my old phone in any condition as advertised. After discussing, it was agreed I would trade in my old phone for a new phone for 200 dollars plus tax “on the full price of the phone”. Nothing would change on my plan, my monthly bill would not increase. I was getting a great deal of a “$900 phone for $200”. When my monthly bill did in fact go up, I had to fight with the representative, Jonathan, to finally admit that I was signed up for a new plan and that I was in fact signed up for a three year lease to pay for my new phone. So basically no deal at all, and when all said and done, will have paid close to $1,200.00 for this “free upgraded phone”. When I confronted him regarding the lie I was told, the answers were that it was my fault. Eventually he refunded my money and gave me another old, broken phone “to be done with me” and “we’re done here”. He quickly deactivated the new phone I had been using, asked me to plug in my passcode a couple times, and told me we were done. I realized he hadn’t transferred anything over and ran back into the store and asked for some human decency to please not delete what was on my other phone and that I would come back to transfer because I had to get to work. He told me he already deleted everything off my phone. Money, commissions, disagreements aside, he deleted all my pictures, videos and essentially memories, over the last 8 years. 6 years of my kids, pictures when they were born, videos of family members that are no longer with me, priceless things I can not get back. It felt like he did it because he was angry with me, didn’t care and just wanted me gone. How anyone who works at a phone store would not say “is your stuff backed up because I am about to delete all of it” is beyond my comprehension . I am heartbroken and devastated and honestly really sad our exchange got to this point. I wasn’t looking to give him a bad day, I just don’t want to be lied to and misled. I want accountability for that. I don’t want to be made out to feel stupid when I am confused about a number of fees I don’t recognize. In my line of work, I don’t expect people to know every industry term. I don’t make them feel stupid for not knowing, never mind take advantage of it, because it’s unethical. The scumminess is exhausting and they absolutely know what they are doing. I don’t think it had to come to this. I really wouldn’t wish losing years of memories on anyone, including...

Jonathan Garcia is a total scam! I did not know that this was a third party Verizon store. They only care about sales commissions, not your needs. I walked in with a plan to switch to Verizon, and Jonathan attended to me. I asked every relevant question and this guy had the audacity to lie. I had 2 lines, he offered me 2 iPhone 14s. I told him that I wasn’t a fan of small phones, but his deal sounded too good to be true and I fell for it. I also added a watch! I put down $485 and he promised that the next bill would come after 28 days and that I had 2 months to think about it. But 2 days later, I received a bill of $250+. I was confused, it was not 28 days yet, and the amount was way higher than what he told me. I was so mad and returned the watch next day. I called Verizon and reported my concerns and the agent told me that I had 30 days to make the decision. But remember Jonathan told me 2 months. This guy wanted me trapped in a 3 year contract paying for 2 cheap phones and a cheap watch. A week later, some discounts were removed and the new bill went up. After 2 and a half weeks, I made the decision to return their 2 phones. Only for Jonathan to tell me that the receipt had 14 days to return, so he will not take them back. No where did he mention 14 days. He said 2 months. He intentionally wanted me trapped! What a scene! Then he threatened to call police on me. I reported to Verizon but the investigations were going to take longer and I switched to T-Mobile. Verizon online customer agent was wonderful and helped me resolve the issue quick. He emailed me a shipping label to return the phones. This Jonathan guy was upset because I didn’t fall for his scam. Be very careful dealing with him. I feel sorry for the senior citizens and young people trapped in these kind of contracts. You are paying more than the actual price. Always read the...

My daughter thought her phone was lost. She made an appointment for 7 pm. At 6:40 we get a call from Ana asking what we are coming in for. If it’s technical she can’t help us in the store. As I’m driving to the store, I explain that my daughter can’t find her phone. She said we can’t help you in the store. I said we are here so we should come in. I then asked what time the store closed because she called me 20 minutes before my scheduled appointment and basically told us that she can’t help us in the store. She said they close at 8. Another man was in the store as well in the back on his phone. Ana asked me for my ID. The way she was talking to us and rushing us, I couldn’t find my license. I finally found my license, and she took a look at my daughters account and wrote down the number for me to call. Handed me the paper like I was dismissed. I asked questions on what to do. She did say to call the insurance for a $180.00 fee we will get a refurbished iPhone 11. I asked her why our service isn’t working where with T-Mobile we had no issues. She said it was because our phones are old and we just switched service and didn’t get new phones. My 15 year old daughter was apologizing to me for the way I was treated. I got out to my car and got a text from Verizon saying thank you for signing up for Verizon home protection at $25.00. I did not talk or authorize this. Today I called Verizon customer service. I got someone that was helpful. They apologized and took the fee off and explained to me that I just need to reset the settings for the phone. He walked me through it and my phone now seems to work in areas today that it wasn’t working yesterday. I received a call from Ana today as well but I don’t care to speak to her ever again. The way she spoke to me I wouldn’t talk to anyone let alone a customer that is...