Complaints

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

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  Verizon Connect

  1600 Golf Rd #800 Rolling Meadows, IL 60008

• 

  Verizon Connect

  1701 Golf Rd Tower 2, Suite 100 Rolling Meadows, 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:03/23/2023

  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.

  We have used Verizon Fleetmatics / Reveal for our business for over 5 years. It has been the hands-down worst experience I have ever had from a vendor. We have called dozens of times to discuss a cancellation request for each of our lines/assets. My office staff has spent hours on the phone holding. We get told we will receive a call back from a "Client Success Manager." The calls drop. We get no calls back. The only thing your team does correctly, is run our auto pay. However, that will change - as if this is not resolved in the near future I will be filing credit card charge backs with **** for months and months of service. Individual disputes. We no longer use your service, because we NEVER get any support for issues. All of our vehicles are with a new provider. If you continue to run my card each month for almost $400 I will dispute each one, and eventually cancel the card.In 2021, half of the *** units in our fleet of 10 trucks disappeared from your system over night. No from your customer service team could tell me where they went. I went back and forth with our Client Success representative *********************** for multiple months. It was a huge drain on our resources, and my time. In order to get any type of response, I had to be belligerent. Getting our vehicles back online required new devices to be installed, again no explanation was ever offered as to why they went down. I had assets in the field for no less than 2 months without *** tracking, each day - I could never get a response. In addition to your service being incredibly expensive for the complete lack of features - your customer service is non existent. Put in cancellation request for each of our lines. Immediately. There is no saving our account. I will never do business with Verizon again and am currently also in the process of transferring a few phone lines away from Verizon. Such a shame, years of being a paying customer rewarded with absolutely NO CUSTOMER SERVICE. I will continue to escalate.

  Business Response

  Date: 04/03/2023

  Thanks for the email!
  We've received your case # ******** .
  We will be in touch shortly.
  
  Thanks again,
  VerizonConnect Support

• Initial Complaint

  Date:03/22/2023

  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.

  Signed 3 year vehicle monitoring service contract on 12/19/2016-devices installed in vehicles. Noticed that tracking service no working, as devices were outdated. Reached out to company, and they said we would need new devices. I decided to cancel the service, as I no longer need the service, and contract was expired.Signed cancellation agreement on 2/1/2023, after numerous calls to rep and customer service. Rep said that devices did not need to be returned or removed, as they were outdated. No statement on the cancellation form with respect to cancellation fees or penalties. In addition..sales agreement had expired 12/19/2019, and no renewal was ever signed by our company. Our credit card for debited again for ****** (monthly service fee) on 2/16/23. I called again and they explained that it takes 30 days to cancel. Then, on March 16, 2023, they debited our credit card for $6,990.86. I called 3/21/23. Held for ***** minutes for supervisor, no one ever came to phone. CSR placed ticket #******** and told me that someone would call me back. Still no call. Called again today, after holding for 15 mins, rep told me I have to call the Sales Rep because we are a government account. I contacted our credit card company, and put a stop on the payment. **************** response is deplorable, and sales **** ***************************** is non-responsive.

  Business Response

  Date: 02/26/2025

  Credit has been issued to the account and the account will be pulled out of outside collections

  
  

• Initial Complaint

  Date:03/19/2023

  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.

  Due to the nature of our business as freight logistics providers i.e. product pickup and delivery services we decided to allow VERIZON CONNECT to prove the value of the service for which was required to effectively run our business. On Jan 12, 2022 on a recorded line we had spoke with a ************************* who provided us with a verbal guarantee that our business would receive outstanding service if there were to be any issues doing our contractual agreement. We had warned him verbally that we had delt with another company with similar services that had failed to provided services as agreed and that we had just had a trailer theft take place of which the previous company was unable to locate our asset due to failure with software and hardware issues. Here is a brief explanation of our experience after agreeing to proceed with connection of services.Date of Transaction: 01-12-22 Amount Paid: Please see uploaded documents What business committed to provide: Consistent and quality service Nature of dispute: Battery powered Asset tracking devices consistently loose power Has business tried to resolve the problem: Yes they concluded that since it would cost $1000 to terminate the agreement early they would only charge $400 Account# ************ Reason for Termination request without penalty: No official Account Manager, Approximately 100 case numbers filed, Phone and Email communication (inexperienced customer service), Repeated **************************** of service without notice, Replaced All asset trackers (Battery Failure) for 4 of our trailers leaving them vulnerable to theft this is very time consuming due to the uninstalling and reinstalling of devices of which our 53' DRY VAN trailer are located in various places on a weekly basis.Lastly we believe that VERIZON CONNECT has breached the agreement knowing fully in advance of the defects of there equipment issues (see posted customer complaints) but has blatantly used contractual agreements unfairly to gain profits.

  Business Response

  Date: 02/26/2025

  Customer issues have been addressed as per the current account notes and the account is closed with a zero balance

  
  

• Initial Complaint

  Date:03/19/2023

  Type:Billing 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.

  Owner of ****** and ******** ************************** Set up Verizon Connect (VC) service in 2022.Installation of connect cameras on truck beginning of 2023.After a few months noticed service was disconnected. Called VC and was told that it was because if non payment. Card was originally left on file with setup. I was told that it was not input into the system correctly. I paid the balance.Payment card was regarded to the account for automatic bill pay.A few months go by and the cameras are off once again. I call VC and the representative tells me its because of the same issue before (non payment). I explained what happened previously, the representative investigates the issue and is able to confirm from notations on my account that my concern is valid. The representative then explains to me that the card has been listed in file but not set up for the automatic payments. The exact same problem I had initially! I told them to terminate our contact immediately we did not want their service. I can not micromanage VC, there is no time for it. Furthermore, they are not reliable which is bad for our business as well as their organization.Not to mention that I am unsure that the service was infact connected the entire duration for any of the months that were previously paid. I coukd not find video recordings. Verizon Connect is unreliable, unprofessional and now unethical. They are trying to collect funds from a contract that they never honored. I honired our company commitment and they always dropped the ball.All calls were on recorded lines, my conversations will match the complaint.I should not be in collections for $1868.66 with the *** group. This/should have be cleared immediately because of the multiple Verizon Connect errors.I should also contact America Express to dispute any charges/payments made to them for their unethical practices!They have all supporting documentation and call recordings.

  Business Response

  Date: 02/26/2025

  Credit has been issued to the account and the account will be pulled out of outside collections

  
  

  Customer Answer

  Date: 03/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/16/2023

  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.

  account number ************ I signed the contract with Verizon Connect over a year ago for GPS trucking service, I try to cancel the service about 6 months now but the company doesn't want to cooperate. In this moment the company sending the invoices and asking for money for the past service since august 2022. No service was provided. I do feel harassed by them. I did call them several times, I was transferred from department to department. They refusing cancelation. I do not want to work with Verizon Connect anymore. No serious company is doing business this way. Desire Resolution: I am asking to cancel my contract based on the fact that no service was provided, no working device was provided and cancel all the charges for non existing service.

  Business Response

  Date: 02/26/2025

  Customer issues have been addressed as per the current account notes and the account is closed with a zero balance

  
  

• Initial Complaint

  Date:03/14/2023

  Type:Billing 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.

  Shortly after ordering 2 sets of dash cameras I called, requested cancellation, returned unopened boxes of equipment back and received a notification of cancellation process. Its been 6 months since that and I tried to cancel account at least 8 times. They have opened 8 cases to close the account. Every single person I speak with saying it is last time and they will close the account but still absolutely nothing. Ive been receiving calls and emails to pay monthly payments and its accumulating and they want me to pay for service I dont use and they dont cancel. Its just a pure criminal. I have all they emails about opening cases and promises about closing account but after a phone conversation every single person refuses to reply back on my emails just to let me know why my account is still active. Please help, they want money for something dont use and they just simply ignore my requests cancel account. They dont say they wont cancel. They are saying oh sorry, we will cancel this time, we are really sorry but nothing, next thing I know I receive another call to pay. Please help

  Business Response

  Date: 02/26/2025

  Customer issues have been addressed as per the current account notes and the account is closed with a zero balance

  
  

• Initial Complaint

  Date:03/12/2023

  Type:Sales and Advertising 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.

  I purchased a business in 2020 the prior owner had an used this company for gps on work trucks. We I purchased the company I had to switch the billing info. Never signed an agreement! This company has had the Gps fail several times and their system has stopped working costing me thousands in payroll. We I called to cancel they say I have a signed agreement which I dont. I have spent 38 hrs in the last three weeks trying to get the Gps to work again. They dont care and wont fix it. But have no problem charging me for the service. Stay away from this company they are garbage.

  Business Response

  Date: 03/23/2023

  Thanks for the email!
  We've received your case # ******** .
  We will be in touch shortly.
  
  Thanks again,
  VerizonConnect Support

• Initial Complaint

  Date:03/10/2023

  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.

  I'm a Verizon cell phone customer. Several weeks ago ********************** I contacted Verizon about purchasing more space on my phone and was told that was not possible. I was asked if I wanted to purchase a new phone, I declined. I have now received a bill for a phone which I did not want. I'm told a new phone was sent to me; I have never received a phone. In addition, Verizon claims I added a new line and travel pass; I did not. I have tried to report this issue to Verizon but their customer support system will not allow me to speak to a person. Instead I get recorded responses that do not match the issue I am reporting. In addition I am being threatened with collection action for a product I did not order and do not have.My Verizon phone number is ************ and my account ends in numbers ********. The bill I received totals $156.52. I request that Verizon cancel this bill, since I clearly told Verizon I was not interested in the phone, they supposedly shipped the phone to me (against my wishes) and, regardless of whether the phone was shipped or not, I have never received a new phone.My contact info is as follows: ************************, **** *******************************, ******, ** *****. My previous address (which may be on file with Verizon) was *******************************************************************. I would like Verizon to cancel this erroneous charge.

• Initial Complaint

  Date:03/06/2023

  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.

  Starting in June of 2022 we wanted to remove tracking on 5 vehicles that had been sold.. I was told everything was taken care of and I had doubts because they had not scheduled anything to fix a unit that was not reporting. They bill did not change, so in August of 2022 I called back. I was then told that the request had to be in writing and was given an email address. I sent the email and got no response and and the bill did not lower. Several calls have been made since then. Lat week, I called and spent over 5 hours trying to resolve this problem. The employees refuse to identify who they are, so there is no way to verify who told you what. They will only give a first name, and it is hard to tell how many people with that name work there. Eventually, I was told that we would have to pay a cancellation fee for the five units. I asked them to produce a contract and at first they refused. Finally, I was sent a copy of the contract and it is not my signature on the contract. I was told that someone would reach out to me within 24 to 48 hours. I call this morning because nobody has called me back and nothing has been done. We rely on the tracking information and I am locked out because we refuse to pay a bill where we have been overcharged for over 7 months and they refuse to fix the bill. I would be happy to send the emails to you, I just need your email address.

  Business Response

  Date: 02/26/2025

  Thank you for contacting us. After review of the account the customers account is now closed.

  
  

• Initial Complaint

  Date:03/03/2023

  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 initially spoke with Verizon Connect in June 2021 about the use of asset trackers to track my assets. Verizon consistently and aggressively pursued my business until I signed and agreed to trial 2 units in January 2022. Initial conversation was that if the trackers operated as they should, I would expand to the remainder of my assets. I have been paying on these two units, which Verizon has been unable to get operational in my area/application . I have been promised refunds, returns and even given replacements, with still no operating units. Recently Verizon contacted me again to ask how my service was and if I was ready for additional units and once again, I expressed my complete disappointment. (I got the customer service phone number and email again.) Today I reached out to customer service again with no resolution. In the event you would need any additional information, please let me know as I have over 21 months of Verizon interactions with zero service available to me.

  Business Response

  Date: 02/26/2025

  Thank you for contacting us. After reviewing your account, we confirmed it was terminated due to non-payment. To settle your outstanding balance, please contact our collections agency directly.