Verizon — Local services in Town of Rotterdam

I have been a customer at this Verizon franchise store for 2 years. My recent visit ended VERY BADLY though. My husband and I went in to address his phone not connecting to a mobile data network, and had planned on them telling us we would have to send it in to Asurion and use our insurance. That is not what happened however, we were greeted by yet another new manager who informed us that the phone was old, even though we were not done w/paying it off. The manager stated we would probably end up having the same issue and that we would need to consider upgrading. Our worst mistake was entertaining that thought! From that point on we were high pressured into upgrading to the newest version of our current phone but it didn't end there! We were also told they had a promo which basically gives you a free phone and by adding The fifth line would reduce our bill, we just need to pay $360 for the early payoff of the old device. That was steep, being that I wasn't planning on this, I was there to FIX a phone, but I paid it. He began trying to get the old phone to work to use Smart switch, that's when he said "it's going to be another $309", I panicked and stated I wanted to stop, cancel everything he was doing & go back to our phone. He told us WE COULD'NT, because we had already paid off the old device, he went on to say that I would have to pay cancellation fees, and restocking fees etc. I was forced to pay an additional $309 including two $20 concierge fees, taxes on the replacement phone & a fifth phone that I did not need or ask for, and $109 on accessories that the new phone required to protect it. The rep refused to cancel the order, leaving me helpless while he robbed me. The very next day I went down to the corporate location at Mohawk Commons and expressed my feelings where I was told all I needed to do was bring the devices back to the Altamont Ave location and state that I wanted to cancel it all and get my phone back. I did as directed however the store chastised me for not saying something the day before... But I had! I don't see anything that states what happens when you exchange a phone & then decide to cancel w/in the 30 day window... Are you giving a phone of comparable value or just store credit? Had the manager let me cancel that same day I wouldn't be in this position, according to the store within that 12 hours my old phone has been shipped out! I received no documentation stating I had paid off the device, my account shows the $360 I paid off as a phone # change! Neither did I receive any documentation stating how much I was being offered for having given them back the device I had literally just got done paying $1,200 for. To make matters worse one of our account members upgraded their phone 1 month ago w/o my consent, she had been allowed to trade in her device and charge her payoff directly to our account! It wasn't until our trip into the store that we discovered she still had the device and needed to ship it in! Hence why she's an account member not a manager she's not responsible enough! Shame on you Verizon for backing your customers into a corner, using high pressure sales tactics and lies to earn commissions, and allowing minors to make BIG ticket purchases without permission. Day 4 and still no resolution! Do I need to get a lawyer?! THIS IS ROBBERY! *During our transaction the mgr. (Nivah?) was showing off his camera access to stores he no longer manages too! Do you call that trustworthy?

UPDATE 11/7/23 the GM's only concern seemed to be this Google review, so read these words carefully... SWAPPING OUT AN IPHONE 14 PRO FOR A GOOGLE PIXEL 7 AND STILL CHARGING US $700 DOES NOT EQUATE TO A RESOLUTION... Your business stole our phone. You've left no options so...

I feel like the associate played me. I bought a brand new galaxy ultra phone from the real Verizon store on Balltown Ave. I didn't buy a screen protector with it because they weren't carrying them yet at the time of purchase for the phone. Before I went to this Verizon store I checked Walmart only to find rounded screen protectors and the associate confirmed they weren't carrying them yet because it's such a new product. I told and showed the associate at Verizon my phone and he turned around grabbed a protector and said they had them in stock. He rang me up then asked if I wanted him to put it on for me. I thought that was very helpful and kind of him. I didn't get the packaging or receipt. I looked at my phone in my car and started laughing. The associate put a rounded protector on my phone that clearly doesn't even fit the entire screen. I was crunched for time, heading on vacation so I didn't go back in. I paid close to $45 for a screen protector that doesnt fit my phone, I dropped it and the protector cracked because it doesn't fit the phone. Save yourself and go to an established Verizon store. When I returned my old phone to the Verizon store onBalltown they confirmed he sold me the wrong product and that they have been cleaning up messes from them for months. Amazon has screen protector for 10$ for my...

Added my girlfriend to my plan in October and the employee took our phone as a trade in but said we wouldn’t receive credit until shipped to warehouse which we understood. Well here I am come June and still no credit for our phone and have had to pay for the new phone monthly instead. I went to the store to ask for help and the employee said the other sales rep likely stole our trade in and would get the manager involved. The manager was not there at the moment but the rep said he would call us as soon as possible and took our names. It’s a week later and the manager has still not called. I called the store and was told the manager wasn’t in annd they could just take my name again. I have now had to reach out to the store owner. I sent the owner an email and they said “I appreciate you reaching out.What is the name of the account so I can get further information for you?” which was at least some form of communication.

Hundreds of dollars given to this company,terrible communication, and a possible stolen phone. I’m not sure how this could be anything but a 1 star. Go to any other...