Verizon — Local services in Upper Merion Township

much like a couple other reviews i just read, HORRIBLE experience!! James the “manager” was extremely unprofessional, so much that i still cannot wrap my mind around my experience. one of his employees added a whole brand new line with a hotspot onto my account (charging me $130 overall for the hotspot) WITHOUT MY KNOWLEDGE OR CONSENT!!! my mother picked up my new phone for me so she had no idea i didn’t order the hotspot, she was simply just doing me the favor of picking it up since i had work. i feel like they took advantage that it was her, and not me, bc she would have no idea what we had talked about. now knowing he had NEVER mentioned it to me once. when i came back to ask what it was and more or less return it, i was told i had to pay a $60 something restocking fee.. for something i never even agreed to be added to my bill. James as a manager should have apologized deeply for his employees actions and tried to take care of the customer, but instead tried to make me feel like i wasn’t being smart in accepting that offer bc it was “going to lower my bill” and his employee was “only trying to help me” - what??? if that was the truth, he would have explained it to me when i was there and offered it to me, which he did not. James continued to push me into adding a new line for an ipad or watch, which shows all he cared about was adding more lines onto my account. lastly , James is not fit to manage that store and they need to get a more professional manager to train their employees.

ADD ON: James had been working with a different customer prior to me. He was on the phone with Verizon support and got frustrated on the phone and snapped back to the person on the line in a low but rude tone, before heading out of the room to the back, still on the phone. my partner and I witnessed a fellow employee say to James’ customer, that if he (the customer) wasn’t there in front of James, that he would have reacted significantly worse. emphasizing that it would have been “MUCH worse” and saying “trust me”. insinuating if his customer wasn’t in front of him, James wouldn’t have been as calm on the phone. so even his employees understand how unprofessional he is. Furthermore proving my point of James not being fit to...

I have been a customer with Verizon for at least 10 years. I have renewed my phone in Jan 2021. Along with the phone, the store representative encouraged me to take a new Verizon hot spot device because he said it came "as a bonus" for me as I had been a client with Verizon for many years. I did not ask for this device and made it clear to him that I wanted keep the same plan and not pay more. But unlike what I was originally told, now I had two accounts and ended up paying the price of the device plus the monthly fee to use it. It took many calls to Verizon customer service and many trips to the store to clarify why I had two accounts with Verizon, and how to close the account I did not want or needed. Two months ago a customer service representative directed me to take back the device to the store reassuring me that upon their receipt of the device they will close my hot spot account. I did just that. In the meantime, I continued to pay for this device and for services that I did not use. Today (September) I called again customer service to clarify why would I pay for a device that I had returned per their advice and the representative directed me to go back to the store so we can all speak together to clarify the situation. When I asked the store manager to speak with the Verizon customer service representative he refused to speak to them. THE VERIZON WIRELESS STORE MANAGER REFUSED TO SPEAK WITH VERIZON CUSTOMER SERVICE ON BEHALF OF ONE OF HIS CUSTOMERS!!! The store manager then proceeded to ASK ME TO LEAVE THE STORE because he said he had nothing else to "help me with". After a long conversation that followed he took a device from the demo stand and put another piece on it then gave it to me. It appeared as he was using part of my device as a demo in the store. Meanwhile I had continued to pay for it and for services I did not use. So, after more than 10 years of being a Verizon customer I have decided to close my accounts with Verizon. Their customer service seems to not be reliable despite waiting for hours on end on the phone to be lucky to speak to someone..and going at the store, as one can tell is definitely not an...

Updated review. What an absolute nightmare of an experience! Of significance, the employee "helping us" took my phone and left a 5 star review for himself upon leaving with our new phones.

Came in looking to upgrade my wife's phone while keeping the bill similar to our current bill. The quick talking employee said he could actually cut our bill $80 a month while getting the both of us upgrades on all our current devices, and including an ipad, and wifi hotspot.

All of this was crudely written on a single sheet of paper not breaking down anything other than what he said was the cost. Confirmed with him this would be the total bill and waited on our new devices.

When the devices arrived, we came in to pick everything up and go home to set up. The employee didn't give us an option but started activating everything in store, transferring data from my old phone and had us tied up for about 2 hours.

Fast forward to seeing the first bill and I noticed he charged a setup fee of $50 per device x 6 charged a fee for transferring my data etc... The new bill was over $150 month from what he scribbled on our actual agreement. He did not keep the same coverages on our old devices to boot.

It took multiple trips to the store and direct phone calls over months to get any of this sorted out. We are paying $60 more a month than our old bills and $140 more than originally quoted.

I would have rather kept all of our old equipment than deal with Verizon...