Complaints

This profile includes complaints for Verizon Networkfleet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Verizon Networkfleet

  9868 Scranton Rd San Diego, CA 92121

• 

  Verizon Networkfleet

  2400 - 1 Adelaide St Toronto, ON M5C 2V9

• 

  Verizon Networkfleet

  1600 Golf Rd Ste 800 Rolling Meadows, IL 60008-4223

• 

  Verizon Networkfleet

  1701 Golf Rd. Tower 2, Suite #100 Rolling Mdws, IL 60008

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Verizon Connect Fleet has consistently failed to cancel services for the past 4 months. We have attempted to contact them several times without resolution. We have 2 emails from Verizon customer service reps stating the issue is fixed. ( They are still overcharging ) Now, our calls are sent to different departments placed on hold for an hour and disconnected.

  Business Response

  Date: 01/27/2023

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team. Thanks
  GCS Escalations Team

• Initial Complaint

  Date:01/24/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had initially signed up for Verizon connect services in July of 2022. First they kept sending ** the wrong equipment so we kept having to reschedule our installation. Then we had an accident with our vehicles and we have to pause the whole installation service. Once that was situated we were ready for installation but again we kept either missing key fobs or getting wrong equipment. We finally had everything installed in November ***************************************************************** to using the online portal and how to view the dash cams on the online portal.I kept getting transferred to different technical departments because the cameras were not registering with the vehicles. One of the vehicles needed a replacement camera according to the customer service rep which was supposed to be delivered 2 weeks ago and installed tomorrow. As far as the other two vehicles I was told by two different Representatives because I called to confirm that somebody from tier 2 would give me a call last Friday from 7:00 a.m. to 9:00 a.m. to troubleshoot the other two vehicles until the camera arrived for the truck. No one ever called and I had moved around our schedule in order to have all vehicles available to me when the rep called. I returned from vacation today and my boss let me know the camera never got delivered so I went ahead and canceled the installation for tomorrow. **** suggested we cancel everything and have the cameras uninstalled and returned since we are being charged monthly and are not getting help. When I asked a rep about that they said we would get charged to uninstall the cameras which I don't think is fair since it is not our fault that this cameras have been giving us issues.Last rep I spoke to said a supervisor would call in the next 48hrs. No one ever called. I was even given my account manager's which they never responded. I also sent out an email to the support team and I never heard back.

  Business Response

  Date: 01/25/2023

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team. Thanks

  Customer Answer

  Date: 01/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************
  
   
  

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After 2 months of waiting I finally received the equipment for a ELD. The sales representative told me it was a plug and play and easy to install. When I received it was a hardwire system and impossible to install due to there being no technician to install it. Being that it was useless I called to cancel and return. This was in October 2022. It is now January 24,2023 and I have been calling 3 times a week to cancel this account and return the equipment. Each representative ensures me that a case is made and they are working on it . I have yet to get this resolved and I am getting urgent calls about my unpaid bill. To all my fellow trucker co workers that have been needing this service I tell them to save themselves the therapy bill and go to Motive. We have been using Motive for 2 months with no problem.

  Business Response

  Date: 01/25/2023

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team. Thanks

  Customer Answer

  Date: 01/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:01/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sept. 2022 I called Verizon connect, my 2 year contract was fulfilled and I no longer wanted the service. They said ok, I thought account was closed. The automatic payment was taken. I called and said I closed this. They said sry. Next month same thing. I Went to the bank and said shut off the auto pay for Verizon connect. They did. I called Verizon again. Sry sry sry. Refunded the 2 months payments. And I just received a bill for now 4 months!! $51.84. I called again the ******************* account manager that *** never been able to talk to who has never returned a call because no one has his extension, all 5 people I talked to no one has that info. I feel as if he is a fictitious person since he has only 2 followers on linkdin. Last person I spoke with said oh you fulfilled your contract? So then this is easy to close. Received a email today that states my account was suspended not closed for non payment of $51.84. This is a complete scam. They continue to string people along as if they have more accounts than they really do by never closing accounts. How can this be resolved? I have emails from 8-30-22 till todays attachment.

  Business Response

  Date: 01/25/2023

  We have contacted the customer and resolving their request. There were informed of the next steps and we have reached a resolution.

• Initial Complaint

  Date:12/30/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our attempt to cancel our account begin December 21, 2021....over a year ago.8 months ago we filed a complaint on Better Business Bureau and that never got resolved either. Someone attempted to call AFTER WE WERE CLOSED FOR THE **** and when we returned their calls no one available to take our call. How is it that only one person in the whole company is able to take care of our cancellation? Yet he never answers phone calls or emails. Multiple attempts and messages each month are left for supervisors and managers. These attempts go nowhere as no one ever calls back or emails as promised.7 months ago we had to pay a new company to help with our services, as Verizon Connect cannot get the job done.Should not take a year or more to complete a cancellation. We are owed a large credit all the way back to December 2021.This company should be investigated by the government for how they take advantage of company's hard earn money and time, and do not actually provide the service they claim and make you pay for. Do not use this company. Do not waste your money or time with them.

  Business Response

  Date: 12/30/2022

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.

  Thanks
  GCS Escalations Team

   

  Customer Answer

  Date: 01/02/2023

  The response from Verizon Connect is the same response i receive after each call i make to them or email i send them.  And no one has responded to me.

  Business Response

  Date: 01/06/2023

  We have been in contact with customer and resolving their issue to close their account

  Customer Answer

  Date: 01/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this extremely long process of closing account is FINALLY complete. I would not recommend this company to other, and it should never have taken 13 months to do, but it is now resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted with Verizon Connect in January ********************************************************************************** our service vehicles: GPS tracking, forward facing and driver facing cameras. It has taken Verizon and their installation subcontractors over 9 months to complete all the hardware installations and initiate the functionality to a point where the platform was fully operational via their online program. Contract was to include first two months of service for free. All hardware has been installed and operational on their online platform since end of August 2022.Verizon has been sending us statements for many months now billing for service before the proper hardware was installed and functional in our vehicles. We have asked several times for them to review the account and make the appropriate statement corrections before we pay any open invoices, but the keep disabling our account every two weeks until a new dispute has been called in for review, or the invoice is paid. We have requested many times for the account manager to call me via phone to get this all straightened out, but email replies say they cannot call. Every time they shut us down, we have to place a call in to speak with our rep (who is never available), and explain the whole situation all over gain to a different ******** have never been able to completed this process in less than an hour. Our account is currently disabled again. We are trying everything possible on our end to get the account billing corrected, but Verizon keeps passing the buck to different personnel or kicking the can down the road without resolution or providing answers to our account questions. Representative flatly ignores acknowledging questions were posed all together. We ended our contract with another company to begin using Verizon's services thinking it would be an upgrade. We are learning this was a major mistake due to the horrendous lack of customer service from ********************** management.

  Business Response

  Date: 12/23/2022

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team. Thanks
  
  

  Customer Answer

  Date: 12/23/2022

  I am rejecting this response as a resolution to my dispute. Our services are still deactivated leaving inventory at risk and no video or vehicle telemetry for safety purposes.  I have made many good faith attempts to resolve the issue, and Verizon has failed to take action or acknowledge all requests within a reasonable time frame.  If they were to attempt to contact me within their proposed ***** hr. window, there will be no one available due to office being closed for the holiday.  I am requesting a call from Verizon today before noon or after our offices reopen on Tuesday December 27th 7:30am PST.  Thank you for your assistance.

  Business Response

  Date: 12/28/2022

  Thank you for sending this over. We have been in contact with the client and are working towards a resolution. 

   

  Verizon Connect 

  Escalations Team 

• Initial Complaint

  Date:12/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was unable to get a call from anyone at the company to support their product as our fleet was growing/changing. We had to deploy a new solution because we are unable to get a resolution for 18 months. We then attempted to cancel and when you open a case they just send it to your custom rep who you cant get ahold of for normal issues. They do not respond in a commercially reasonable time. They take months to follow up and each time you have to start from the beginning about what you need. You wait months for a response, if you are lucky enough to get one. There is no option to speak with someone and there is no reasonable way to cancel your account.

  Business Response

  Date: 12/05/2022

  Our records show that we have been in contact with the customer. We have offered solutions and worked on resolving their request. Unfortunately, the customer has contractual obligations that they failed to mention with this complaint. The request to cancel prematurely will result in a contract buyout. The customer has signed a contract and these terms were listed in their contract and had a chance to review before signing their contract. On 10/25/2022 their Account representative has reached out to the customer and made them aware of their request their request and the fees associated with canceling their contract prematurely. They also offered a 20% discount off the fees and offered additional assistance by seeking approval from our internal ****************** for a lesser amount. Please continue to work with your Account representative and allow them opportunity to resolve your request align with the contract terms and conditions. Thanks

  Customer Answer

  Date: 12/05/2022

  they have failed to mention that our requests began in 2020 and we have the emails to prove it. They are only reviewing what the current rep has offered but they are not taking into account our prior attempts with our previous two reps who would not respond to any requests. *********************** had an automated response on her email that said due to high volume they wouldnt be able to respond quickly and to contact their support number. When you did that they would tell you to contact your customer support manager. When you did that you would get an automated response that told you to contact their support number. For two years we were unable to get any support and had to continue to pay and their contacts auto renew. 

  Business Response

  Date: 12/06/2022

  In 8/2020 you helped by your Account manager and were in contact for a solution. The customer request was to cancel units that were still under contract. Their Account manager explained their contract terms and agreement and they were aware of the fees associated with canceling units before contract end dates. We are aware that you were seeking a 10 month credit. *********************** was in contact with the customer and set up a meeting that the customer failed to attend because they were on the road and couldn't log in.  Novette was assigned as your Account manger on 1/2022. *********************** finally met with the customer and offered as resolution. Your account manager offered a solution for you that would cancel 4 units at zero cost as well as upgrade all units from that were 3G to the 4G platform and offering a lower rate. The customer did not proceed with the solution and expressed that they were moving to another provider and said it was too late for us to help. Customer followed up by asking for a buyout of their contract and requested that their contract to be cancelled immediately. Their account manager made them aware of the associated cost and sent the customer the cancellation form. The customer did not sign the proper documents to cancel their agreement and refused resolutions that we offered. The customers current Account manager has been in contact with the customer and they have expressed that they want all associated fees with cancelling their contract to be waived. Your account manger seeked approval and offered a 20% discount. The customer refused another solution and replied that they were getting their lawyer involved. After review we did find that Verizon tried to help the customer and the customer refused solutions that we offered. 

  Customer Answer

  Date: 12/08/2022

  This is not accurate.  There was no meeting set with me that I missed or was on the road for.  Customer success managers attempt to make contact without setting a time or date.  ******** contact attempts have been made after business hours.  The attempt that was made in 2020 was with ************************* and after many, many attempts to get that person on the phone for a call or a response via e-mail I was informed that he was no longer my rep.  *********************** took over the account and then proceeded to not respond within a commercially reasonable time frame, if at all.  I opened several cases with support and when I followed up was told that my case had been closed by my rep.  I did not receive a response from that rep.  I did not receive a phone call.  I did not receive an e-mail.  The most current rep *********************** made contact and advised me several times that our account was entirely mismanaged. He told me he would try and do what he could and the time frames that he sent over were never met and he missed several of his own dead lines that he put in place for himself. This company deliberately does not respond for very long stretches of time and while the customer is waiting to get a response from their success manager the contract auto renews for another year and you are stuck paying for 12 more months.  Their business practices are predatory and one sided.  The only reason that our attorney got involved was because we had gone several week with many, many attempts made by us to get ahold of our rep with no answer.  We made so many attempts to get our situation resolved before moving to a new provider.  We were customers for nearly a decade and we had no intentions of leaving.  We were unable to get new devices installed or old devices removed for the better part of a year. Their reps did not make the attempts they are claiming and when they did reach out it took several months to get a response.  

• Initial Complaint

  Date:12/01/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was auto renewed on a contract that had devices that I am not using and do not need. I had inquired about stopping services on those devices 5 months previous but I was told I needed to wait out my contract and then I was auto renewed because I had noit submitted cancellation in writing 60 days previous to contract expiration. The only resolution I was offered is for our 36 month contract to be reduced to the standard 12 month contract. Verizon wants us to continue to oay for 18 devices that are not being used.

  Business Response

  Date: 12/02/2022

  We have instructed that your Account manager to seek approval from our internal ****************** to accommodate your request. We hope to adjust and remove the units that you have requested. Our ********* care team will be overseeing the process and let us know if the end result is not satisfactory.

  Customer Answer

  Date: 12/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:11/30/2022

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently filed a BBB complaint against Verizon Connect for this same issue, Complaint ID#********. Conveniently enough, once I filed the first BBB complaint, Verizon Connect reached out the next day to "resolve" the issue. However, once the first BBB complaint closed, all communications from Verizon Connect stopped. We are now filing this second BBB complaint in hopes of actually receiving a resolution this time around. We opened an account with Verizon Connect back in June 2022 and cancelled within their 30-day period allotted in the contract. Since then, we have received numerous phone calls and emails from Verizon debt collectors threatening to send me to collections for an amount that we do not owe as this account was closed per the terms of the Verizon's contract. Once the first BBB complaint was filed, a Verizon manager, ***************************, called and emailed stating that the account was indeed closed and he has submitted a request for Verizon Collections to halt all collection attempts and for credits to be applied to this account that should have been closed months ago. We followed up with **************** about the status of this cancellation and have not received a response. At this point, there is no reason for this account to remain open and for collection attempts to continue from Verizon. Every manager we speak to states they are filing a request for credits and then nothing is ever done. We have attached all the supporting documentation from the first BBB complaint along with ******************** recent email thread and the recent collection attempts. We are hoping that this time around Verizon Connect actually takes action to close this account and not simply reach out to keep the number of BBB complaints low.

  Business Response

  Date: 12/01/2022

  We have noticed that a credit was stuck in processing and it has been addressed to clear your account of all charges. Your account is canceled and should take a few days for the credit to process and clear the balance on your account. We will also removed you from collections as well to resolve this issue. 

  Customer Answer

  Date: 12/01/2022

  This exact same message has been provided to us for months and shortly thereafter we start getting collection calls again. Verizon has been "processing" these refunds since August. Numerous employees and manager submitting the same refund with nothing to show for it. This complaint should not be closed until Verizon can prove all the "credits" are processed and they provide us with a letter showing we do not owe them any money.

  Business Response

  Date: 12/02/2022

  Please allow the credit to process. Credits take 3 to 7 business days to process and post to the account. Our ********* care team will reach out and provide proof once the credit has processed. You will also receive a email stating that the credit was processed from our Billing department. 

  Customer Answer

  Date: 12/06/2022

  Verizon has been "processing" these credits since August 2022. They have provided this same response to our status requests that they need "3-7 days to process the credit." We have heard this same response from multiple levels of Verizon employees for nearly 6 months now. Verizon has proven time and time again that there is no follow-thru behind their responses. If they were actually processing these credits every time they provided this same response then we would not have had to file this complaint. We do not accept any response from Verizon that does not come in the form of an official letter stating this account has been closed and there is a $0 balance.

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So Ive been trying to cancel my account since Feb 2,2022. *** had case number and contacts how were to contact me from ***** hrs. Nothing. Ive been told by Verizon contacts they can see the case files #s and the file manager and dont understand why they never reached out as well as steps on Verizons end were not completed. Ive spent hours on hold most calls seem to take an hour or more. *** asked for direct lines to the ladys Ive been talking to with extension #s. But every time I try to phone back to check on status they never answer. So just this past week it seemed we might be getting some where got an email with a spread sheet in what I would be Will to pay, which closing the account early because Verizon renewed my account and I emailed 2 days later to close. They want $645.00 for this. I really dont think I should pay this but to this point Im will to give something, but just close the account. So now this person has not responded when *** asked for an invoice. So I phoned again and had to forward this spreadsheet to her, her response was to say I also owe from Feb to Nov when Ive been trying to close this since Feb. The lack of response from Verizon, and the hours Ive spent on hold to talk to someone, again and again explaining the situation, which I should not have to do because some of the ladies Ive talk to told me they can see the case files and managers who were to respond to me. Im at a loss of what to do besides report them to the Better Business Bureau. Verizon is threatening me to send to collections but Ive been doing my end and Verizon is playing games. Now that I found this website I see lots of other companies are having the same issues. Maybe I take this to court, more wasted time.

  Business Response

  Date: 11/21/2022

  We have received the complaint and will actively work on resolving the customer concerns. There has been a Representative in contact with the customer and working on a resolution. If there is any additional help needed, please let us know and we will escalate their issue to our Executive team. Thanks

  Customer Answer

  Date: 11/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****************** ****