Verizon — Local services in Town of Henrietta

If I could give ZERO stars, I would since the customer service personnel in the Jefferson Road store, especially one named Vince, was lazy, condescending, and gave ZERO customer service when my teenage daughter recently (on 8/12/2023) went there to get her service restored after returning from a study abroad. Instead of thoroughly looking into her account, Vince who had his backpack on and was ready to leave work a whole hour before closing blew us off, gave us a ton of incorrect info without ever looking at my daughter's account and record of transactions, condescendingly said everything was her fault the service restoration process was not working, and said my daughter would have to call customer service to get a new cell phone number -- which was an unacceptable solution that would have negatively affected my daughter in too many ways to count such as school, job, and scholarship applications and many other important people and entities which needed to be able to reach her at her current cellphone number.

Verizon has no affordable international plan for prepaid customers who are abroad for months at a time so my daughter paused her service and purchased a virtual SIM card for the country she was in. Upon her return, she attempted to reactivate her account and resumed paying the monthly fee; however, her service still did not work so we went to the Jefferson Road store for help. They did a very cursory look at her account and said they automatically close the account if paused for more than 3 months and get rid of your number -- and that it basically sucks to be her. I asked how can they get rid of her cellphone number without warning or notification? Vince said they would have texted it to her. I asked what sense does it make to text a customer who suspended their service since they cannot receive the texts; if anything, they should at least email the customer about something so important, and my daughter did not receive an email about any of this. Vince kept saying, it is my daughter's fault and that she should have paid attention to the rules/policies, blah, blah, blah, and that he can't and won't do anything further and to call customer service to get a new number. That was unacceptable!

After talking to a COMPETENT customer service rep on the phone while still in the parking lot of the Jefferson Road store because Vince refused to dig further and help, it turned out the problem was that when my daughter paid the monthly pre-paid fee before returning to the States, Verizon's system took $20 off the top to apply toward an outstanding two days worth of international service that occurred a couple of months prior when she originally suspended the service; therefore, there was not enough money to apply to the monthly bill but the system gave no message or notification to explain that. She simply had to add $20 to her account, then press the payment button again and voila, she was back in service with her SAME number that Vince swore she would not be able to keep. My daughter even got credit for the inconvenient glitch on Verizon's end. Thanks for NOTHING Vince and Jefferson Road staff. If they had looked closer at the transactions on my daughter's account, they would have seen she last paid TWO months ago, not three, plus the other transaction issues mentioned above. It took 40 minutes on the phone to completely resolve the problem but it could have been faster if store personnel were more competent and corrected the problem from one of their corporate desktops instead of us doing it on a phone in their parking lot. Vince was especially dismissive, arrogant, condescending, drunk with his perceived little power, and an all-around jerk with the poor service he gave us. And to especially treat a young customer that way is more egregious. All Vince cared about was getting out the door. Really, he...

EDIT: it has been almost 2 months now since I have went back into the store and have talked to multiple Verizon customer care on the phone. AGAIN there has been NO resolution of the issue. Customer care has been useless. They kept telling me that they have submitted a report and someone will get back to me and NO ONE has gotten back to me. The store manager told me that the trade in must have been “a failed trade in” and there’s a “separate warehouse” that those devices go to and that “if you’re nice people” I just have to be patient until someone from the so called warehouse get to the phone and manually scan it in. but it has been almost a year and not a single word from anyone at Verizon. There are no proof of the whereabout of the phone, customer care can’t look anything up because there are no information on it whatsoever. The store also refused to give us the district manager information. NO ONE has been helpful. Verizon continues to charge me full price every month. What a way to treat their 10 years of loyal customer. I AM SO DONE WITH VERIZON!

BEWARE IF YOU ARE PLANNING TO DO IN STORE DROP OFF FOR YOUR DEVICE TRADE IN CREDIT!!!

I went to this location to turn in my iphones for trade in when I upgraded to the new iphone 15 back in September 2023. I upgraded 2 lines on the account and turned in an iPhone 13 Pro Max and an iPhone 12 Pro for each line for $830 credit each. I handed both phones to the sale rep to which he took both of them and processed them on his iPad and I was told that “everything was all set”. I didn’t think too much of it and forgot to ask for receipts as I felt bad for going 20 minutes before closing, so I took his words and left the store as the store now had the phones in their possession.

The next day when I checked my email, I received a confirmation email that my iPhone 13 Pro Max was received and that my promo credit will be applied to the account. But I realized that there was nothing regarding the iPhone 12 Pro. I had my husband go to the store again that very next day to confirm with them and asked why there was no confirmation regarding the iPhone 12 Pro, to which a “manager” reassured him that it was Verizon procedure and we will be getting that second confirmation shortly when it processed through.

Long story short, came November, I received an email stating that verizon still has NOT received my iPhone 12 Pro and that the promo credit was removed and we were being back charged for the 2 months of credits we received for the iPhone 12 Pro. I have called and talked to multiple Verizon representatives regarding this problem and did not get any answer regarding why and where my iPhone 12 Pro is. But every single one of them kept reassuring me that the problem will be fixed and I should be seeing the promo credits being applied by the bill that is due in Feb 2024 at the latest. Lo and behold, my bill arrived and AGAIN THERE IS NO PROMO CREDIT applied or being retrograded for the last 3 months as I was promised. So WHERE IS MY IPHONE 12 PRO THAT I GAVE TO THE SALE REP AT THIS VERIZON CORPORATE LOCATION??? That is $830 in value!! I will be heading over to the store again and there has to be security camera footages of that sale rep taking BOTH of the iPhones.

I have been a Verizon customer for almost 10 years. For Verizon to keep telling me lies and with so many phone calls and records of me contacting them regarding this but still have no open investigations regarding this issue to help expedite the solution is beyond ridiculous. I already closed one line and will be closing my whole account as soon as able. Extremely...

Received the new watch, went home and set it up. This time the phone worked, but no notifications were coming through. The phone is suppose to chime when text or emails comes through, nothing. Now to spend 400.00 on a watch for it not to work is frustrating. I called customer service 4 times between 11-3:30 pm. I finally was able to get a supervisor on the phone, she figured out by reading the Samsung community page that people are having the same problem. So the Galaxy app was uninstalled, watch reset and still didn't work. Customer supervisor read that if you turn off bluetooth on the watch it will work. She put we on hold, tested the watch for 5 minutes and all the notifications started to work. Perfect, I was elated!!!! Hung up with her and literally 5 minutes later a software update needed to be installed, installed it and notifications and texts again stopped working. I reset the watch, put it in the box and decided to take it back until Samsung fixes the bugs on it. I took it back to Verizon corporate store in victor ny. I saw 5 employees in the store, 3 people were being waited on and we sat for a good 20 minutes. Allie called my name and called me over to the table. Explained it was my second watch and I want to return it, she then asked me " can I see your phone" with her hand out she wanted my phone, I asked her for what she said she wanted to see if my notifications were on, I said for what?? The phone has already been reset. I just want to see if you have your notifications and volume on. I laughed and said i am a college graduate, already own a smart watch and am well aware of how to set up the phone and watch, not to mention on with Verizon support 4 times on Monday twice yesterday and twice on Saturday, so 8 times trying to get this phone that i really wanted to work. Allie then asked who sold me the watch, I pointed to Larry and he came over, she explained to him what was going on and he said " your second phone and same pronlem" very snippy and questioning like i was making it up. I finally said listen there are notes in my account to return the watch with no restocking fee, Allie told me the note wasn't in there and Larry told me I dont care what they told you, it's your second watch and you have to pay the restocking fee and then Verizon will credit my account by deducting 50.00 off my phone bill , I said "NO" that is not what they said. I said you are a corporate store, you have to go by what corporate says, Larry said no and suggested I call customer service. I did call customer service, I started to explain to them how I was being treated , they are refusing to not return it without a restocking fee. I was speaking with Alley, Larry comes back over again and asks for my phone , I was talking to customer service so I did not hand him my phone, he became upset and walked away, but before leaving told Allie to return but charge me the restocking fee. Finally the manager karen comes over says absolutely nothing and shows allie something on her screen. Customer service assured me that no restocking fee is to be charged because there is a legit problem with the watch and you have called numerous times to fix it. She asked if I wanted her to speak to someone in the store, both allie and karen said NO we found the note about not charging me a restocking fee. Again I asked allie and karen if they wanted to talk to customer service before I hung up, again NO so I hung up. Karen walked away, Allie apologized to me for speaking to me like I was stupid and didn't know how to...