Verizon — Local services in Westfall Township

Trevor this review is for you! Thank you so much for your help yesterday afternoon, sorry I got emotional when you corrected a problem with my iPad in under 15 minutes that the Verizon Call Center and Apple Support failed to do. I have to explain a little to the public a little about this story and how out of control the Verizon Call Center let this happen. So, you saved a 25+ year account with Verizon AND have created a loyal customer to your store for future needs! I have already spread the word to family and friends.

The end of September I purchased a new iPad from Apple. I needed to replace the existing iPad on my account with the new one. I couldn’t do that on my end, so on Oct. 2nd I called Verizon Tech Support for assistance. I was transferred through 5 different techs and they made such a mess out of my iPad. After they declared it was set up properly, I had to go to the hospital earlier this week and discovered it had not been setup properly after all, incoming/outgoing calls could not be made. And to make matters worse, on Oct. 2nd one of their techs removed a grandfathered plan from 2017 from my account without my knowledge or consent, so my bill went way up. I was told they could not put the plan back on my account. I still have to get this resolved. But, I figured I would go to ATT yesterday and maybe move my phone and iPad to see if that would work. Wasn’t comfortable doing that, so heading home I saw the Verizon store in Matamoras that I did not know was there. Made a split second decision to go in there and ask for help. That’s when I met Trevor. After spending 20+ hours on the phone with the Verizon Call Center and more hours on the phone with Apple Support, Trevor fixed the prob in under 15...

Not the type of person to do something like this being in the customer service industry myself, but earlier today I experienced something that was truly disappointing. Went into the store wanting to create a new account to separate myself from my 16 year old family account and was given a number to call on the back of a business card and went on my way. When complications arose after calling the number and getting prompts to press “1” or “2” which ended in a logic loop without a person on the other line. I figured it’d be in my best interest to just drive the ten minutes back to the store to have it figured out. The person I originally talked to was there, but vacated into an “employees only” area after spending only a few seconds with me explaining the next steps. The door was closed and I was awaiting an email. I was alone on the sales floor, but was still able to hear stories inundated with profanities about customers from “Black Friday” . I’m in customer service myself and I have a lot of horror stories to share with my co-workers in the right setting. The fact that I almost literally had the door slammed in my face so that the staff can hang out in the back room and share them through what they might think is thin walls prompts me to this review. Google reviews mean a lot to the people in the know as an “NPR”, but my experience today was such an outlier that I took the time to explain it. I understand that the happy customers feel less of a need to give a good review and there’s a confirmation bias there. But after leaving it felt like a bunch of people hanging out in the back, keeping the door shut and touching noses to see who has to deal with the next customer. Posting as the...

Yesterday my husband had to buy a new phone, so we went to the Milford Verizon location in the old Staples plaza. The salesman, John S, was very friendly and extremely knowledgeable. Based on that, I would have given this experience 5 stars, however this wasn't the total experience. John set the phone up for my husband. We specifically told him we did not want the $17.00/month insurance on the phone. When he told us that the bill for the day would be 110.97 + tax, I questioned it as it seemed high for a screen protector and the taxes on the phone which I know you pay upfront. John told us "taxes." We paid the bill and went on our merry way. It was only after we got home that I took a close look at the bill and discovered a $29.99 setup assistant fee and a $29.99 Redux Water Protection single line Membership fee which we were not asked if we wanted nor told about! This was sneaky and unethical. If he had told us that there would be a setup fee when we asked if he would help us set up the phone, we would have gladly paid it, but we were not told about the fee! We would NOT have taken the Water Protection Membership if we were asked. But it didn't end here. Later in the day we got an e-mail thanking us for enrolling in Verizon Mobile Protect, which sent up a red flag. I went online and looked at the account-sure enough, after specifically telling John that we did NOT want the insurance on the phone, he enrolled us anyway! That insurance would have added another $17.00 a month fee to our already outrageous Verizon bill. Beware of unauthorized charges if you go to...