Verizon — Local services in Town of Guilderland

I recently read all the kind and positive reviews for the Guilderland Verizon store. I wish my experience had been the same. I had a problem which should have been corrected in about five minutes. Instead I was subjected to rudeness, and a condescending and bullying attitude. Let me explain. Since 2009 my phone plan is to pay my bill in full in July. Until this year I have always paid the bill on time but this year I totally forgot about it. I rarely if ever use a cell phone and this one is kept in the car for when I travel or have car trouble on the road. I do not give out the number so no reason to check it very often. When I didn't pay on time the account was locked. On August 3 I realized a problem existed. I went to the Verizon store in Guilderland and asked if they could unlock the account and take my payment. I admitted I never used a password or a four digit number. This seemed to upset the person helping me. In a belligerent and rude manner he kept asking me "What do you want me to do?". He thumped his tablet with his forefinger and exclaimed "This is where I have to put the four numbers. Do you understand me?" I assured him I understood what he was saying but wasn't their some other way he could help me. He just kept saying, in an aggressive manner "What do you want me to do? YOU tell me." I was embarrassed, humiliated by his condescending attitude and his bulling tone so I left. When I left the store I drove to another Verizon store. I was greeted by a pleasant young woman and I explained my plight. I did not mention that I had been to another store at that time. I did however confess that I did not know the required four numbers nor did I have a password. She entered the phone number, watched her screen for about thirty seconds and asked if I would be paying my bill in full. SHE WAS IN MY ACCOUNT!! I could hardly believe it. I paid in full, she smiled sweetly and turned the screen around and pointed to the four numbers. Later that day and the next day I went back to the store and waited about thirty or forty minutes each day to see the manager. He was very busy with customers and I wasn't able to wait any longer so I didn't have the opportunity to speak to him. I prefer to settle differences in person but I do understand that his responsibilities are to his customers. I wanted to show him my dated and time stamped receipt. My problem had...

My husband and I were just treated so rudely at this location. We have been Verizon customers for 24 years and this may be the straw that breaks the camel’s back. We went to the store to talk through our plans because we have 4 phone lines and are paying somewhere around $350 a month. The gentleman helping us was extremely brusque, sat us down and started getting into our plan. Not even patient enough for me to click through the verification links, he took my phone out of my hand to click through it. I told him how I did not want to leave Verizon but my husband is pricing other places. My husband mentioned companies had plans for $25 a line and he acted like that was a lie, questioning him. My husband answered him with the company name (spectrum) and he said, well if you want shit service then go with them… So unprofessional! He did save us money but when we expressed our displeasure of getting nickel and dimed from Verizon, he became really rude. Explaining we are paying for concierge service. Again, we have been customers for nearly 25 years. He was very rushed and just wanted us out of there so he could get to the next people, the store was not crowded and there were enough people to help, but it was obvious if we weren’t getting new phones, he was done with us. I pay for Verizon because of their service but if their customer service is going to continue getting more and more abysmal, we will get through our remaining commitment and...

This Verizon store has nice ambience, but the staff could use more training. Came in for a billing issue. Spent like 10 minutes trying to explain that my autopay (that I’ve had going for years) wasn’t working. They had no idea that a debit card could be used for autopay. Seriously?! He then kept pushing me to purchase a discounted iPhone 15, even after I repeatedly told the guy that I was there for reasons other than a phone purchase.

After explaining my billing issue, like 5 different ways, and showing the three folks working there what myVerizon app was indicating, the guy serving me got frustrated, sent me a customer service number and walked away while I was midway through asking him a related question. He was literally pacing around the store and shaking his head and pointing at me to his colleague while I stood there. Anyway, the customer service rep that I spoke to on the phone fixed my issue in under 5 minutes (hold time included).

I was going to give the place one star, but because the guy redirected me to someone who actually was of help, I’ll give him that.

There was no yelling from either party, but it was a very rude, condescending and passive aggressive display of character from the get go.

I have no idea if this is how the place is usually operated. Might have been an off day, but these guys definitely need to be trained or this store might potentially lose out on many current/future...