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:01/31/2023

  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 signed up with Verizon Connect in 4/2022 with their trackers for my dump trailer business. I received the first tracker and it seemed to be working fine so I ordered another one for my second trailer. Tracker for trailer two didn't work all the time, called to get it fixed and they really couldn't help me fix it. After many back and forth calls they decided to just send me out a new tracker. In the meantime the second tracker seemed to start working so when I got the replacement tracker I was told I could use it on the third trailer. Except one one could help me with getting it registered to the third trailer. Finally in 10/2022 we decided that it wasn't worth having the services anymore. All three trackers worked here and there but never all the time and you could never get ahold of anyone for help. So I called in to cancel, the lady that I spoke with said that I had to file a written request to cancel and that she'd note the file of all my troubles and they'd get it taken care of....I am still waiting for a response to that email. I called back in 12/2022 asking whatever happened to my written notice about canceling and this person tells me that my email was never submitted to anyone so that's why I haven't heard anything. They assure me that they would get this taken care of right away and that I would hear from someone within the next 48 hours.....its been over a month and I'm still waiting for that phone call. I tried calling again today only to be put on hold for 16 minutes and then hung up on.

  Business Response

  Date: 01/09/2025

  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.

• Initial Complaint

  Date:01/25/2023

  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.

  Verizon Connect has been overbilling ** since our new contract kicked in. **** billed ** for months for phantom ELD units that never existed (more units than we even have trucks). We have been in contact with them since May of 2022 to fix the issue and receive credit. We have been bounced around between 4 different customer service reps. **** acknowledged the over billing issue and said that we would receive credit, and adjust our billing to reflect the actual number of units that we were using. Two separate Verizon employees acknowledged the mistake and assured us we would receive credit and accurate invoices in the future.Not only did they not actually apply the credit due to us, they continued to overbill us for 8 additional months until they cut our service today. We have no problem paying the bill, if it is adjusted to be accurate, and we receive the credit for our overpayments. Verizon Connect has been a nightmare to deal with.

  Business Response

  Date: 01/09/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see that all units are reporting and a credit has been issued. Please contact us at ********************************************* if you still need further assistance. Thank you, Verizon Connect

  Customer Answer

  Date: 01/10/2025

   
  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:01/19/2023

  Type:Sales and Advertising 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 have been trying to cancel my account with Verizon Connect. The *** on my account will not contact me back. I have opened multiple cases, have had my cases escalated and still no follow through from Verizon connect.

  Business Response

  Date: 01/09/2025

  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.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 18841486
  
  I am rejecting this response because: As you can see from the above emails. I have been waiting for the invoice to pay the amount agreed for the canceled agreement. I have never been able to resolve this amount and you have now sent us to collections and have forced me to contact a business attorney to fight this. I am still willing to pay the agreed $138 but i will not pay your collections department or any dollar over this amount. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/16/2025

  Hi *******, 
  After taking a deeper dive into your account we see where the gap is. We apologize for the inconvenience and miscommunication. We have submitted a credit to clear out the entire balance. No need to pay the $138. This process will take 1-2 billing cycles for completion.

  
  For your records we've created case 09166657 that will monitor the progress from start to finish. The credit submitted is BA#**************. Please feel free to reach out to our support team at *********************************************************************** for additional details. However this will be taken care of within the next 1-2 billing cycles. We appreciate your patience! 

  Customer Answer

  Date: 01/17/2025

   
  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:01/19/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 up for VZConnect Nov. 2021; 4 days later we canceled the contract and have it in an email that our VZConnect Representative sent the cancelation to an account manager to take care of canceling the contract. No further action required. March 2022, we started getting billed monthly for the service we canceled in Nov. 2021. We didn't receive equipment for the truck or began any service (because we canceled), but we are being charged monthly $155 (now costing about $1000). November 28th 2022 we called trying to find out what the charge was and were informed that we had an account and it was never canceled. They stated we had a 3 month grace ****** before we got charged (which that math doesn't add up November to March is 4 months). They said they notated our account, stopped auto payment, put in a refund request but stated it was not 100% guaranteed but could be 6 weeks before we receive any correspondence, and that our representative ****** will call us within 48 hours to ensure the cancelation was complete and that it "won't happen again." We never received a call. After sending emails with no response and getting emails saying our case was closed, we called 4 weeks later to see where our refund was, they said there were no notes on our previous call and there was not a refund request being processed saying our account is STILL LIVE not sure why our case was closed. We had to go through process again, and we asked for a manager to call. They assured us we would get a call from a manager within 72 hours (never happened). We called again, they had no notes from our call stating a manager would call us and assured again that a manager would call us. Now we received an email saying since we didn't pay our $155 bill our account is suspended and that we need to dispute it EVERY MONTH. The representative admitted that she takes calls like these every day and nothing ever gets resolved and no manager will ever call. This is a HUGE hassle for them not doing their job.

• Initial Complaint

  Date:01/13/2023

  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.

  This is for gps tracking service for my company trucks. Verizon Connect/Reveal owed me a credit for a couple hundred dollars since they double billed me and withdrew from my account over a year ago. They would not work with me until I said I want to cancel my service if they wouldnt give me a refund. Well they said since I want to cancel i owe them for the remainder of my contract (3years). We worked it out and they gave me a refund but they said I had to sign a new contract for 3 years not to pay the remainder contract I had. So I signed the contract and started over which I really didnt want to do. After a few months I have received past due notices for the remainder of old contract which is around $1700. Ive called and called and called but cant get anyone to resolve this. Theyve shut my service off saying I owe them $1700 but I dont because I signed a new contract. Ive talk to so many reps and say they will have to have an account manager fixed this for me but they never answer the phone or call me! Its like Im being held hostage because they have me in a contract. *** actually spoke to a lawyer which is a friend he said theyre such a big corp they will just eat my credit alive and fight me! Ive been paying monthly except I didnt pay this past month since they have shut my service off. Any help I would truly appreciate it!!!! At this point I would like to get out of my contract and never use them again.

  Business Response

  Date: 01/09/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see that all units are reporting and a credit has been issued. Please contact us at ********************************************* if you still need further assistance. Thank you, Verizon Connect

• Initial Complaint

  Date:01/10/2023

  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.

  We have had their truck tracking service with them for over three years with a three year contract with no issues.In July of 2022, I had called to remove one of our vehicles because the motor blew and it was no longer in Service. I was then told by the customer service attendant that I am still under contract as it auto renews every year after the three years. I told he I wasnt aware. Since it was sliver a thousand dollars to cancel it and I still had the other truck in service I kept it.Fast forward to November of 2022. I called and wanted to cancel one of the trucks since it was close to the end of the service year. They took my info and said my service provider Demeatrice would contact me. She did a few times by email which I have. It never got canceled. So the chase was on. I then sold my other truck. We now have no trucks in our possession so no longer need service. I called again and got the run around and was told Demeatrice was my provider and would have to cancel. I emailed it to her that we wanted the contract canceled since we no longer had the vehicles and it was yo auto renew in January of 2023. She never answered. After a few more attempts on my part, she finally emailed and said she was out sick and is working on it. I have been emailing her since. She always says its processing. They will not cancel it. I have all emails from her and myself. I am getting calls from their collections as I stopped the auto withdrawal in my credit card through my credit card company. I dont know how to get this canceled. They will not help me. When I call there, I get the same response as my service provider has yo do it. Please advise me on what to do. I am getting really stressed out on this.Thank you ***************************, ******* Paving ************

  Business Response

  Date: 01/09/2025

  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.

• Initial Complaint

  Date:01/09/2023

  Type:Product 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.

  Ordered three gps units from Verizon connect. I received them and worked with Verizon connect to schedule installation. After approximately 3 times trying to get scheduled I realized they were extremely unorganized and I wanted nothing more to do with them. I contacted them to find out where to ship gps units back to them. Upon them receiving units back I was sent a confirmation email. This was around the month of April that I received confirmation email. Approximately June I got an invoice for service payment of $49. I called and talked to someone and was told it was taken care of and all was good. From that conversation forward we have several emails regarding this charge being taken off. Also several conversations in the preceding months up until October when I received a notice that the case was closed. Now we have been turned over to collections for $49 that we never should have owed. We have been told repeatedly that this was resolved and 2 weeks to month later we would get an invoice or call trying to get money. Nobody we talked to could get this resolved and they stated they did not have the ability to resolve it nor could they transfer us to somebody that could. This has been going on for months. It all seems like a big scheme to charge people for services that were not rendered then not let those people talk to anyone that could resolve the situation. From the time that I could not work out scheduling of the installation of the gps units I was very uneasy about this company. I never had units installed or out of the box but to look at them and sent them back in same boxes they were sent to me in, service was never started. All I have gotten from Verizon connect is the run around and a bill that I don't owe.

  Business Response

  Date: 01/09/2025

  Thank you for contacting us. After review of the account the customers account is now closed and has been removed from outside collections. 

• Initial Complaint

  Date:01/04/2023

  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 purchased the system hoping to have the same results as the phone service. We had no complaints at first. After the first 6 months using it we sold a truck. When we did we did not remove the device. So i called and ordered a replacement one. The guy sold me a whole new contract. So now i'm paying for an extra unit not using. I fought for 3 months trying to cancel. Then i sold another unit. When i called to get a replacement one i told the guy what happened before and he promised he would not do the same. Well he did. now i have two units i'm not using. At this point i had enough. From that day on i have been trying to cancel my accounts because of incompetence. It took a year to get the two extra ones canceled. Since then they have renewed my accounts without my consent and now i'm looking at longer contracts. Everytime i call i get the run around.

  Business Response

  Date: 01/09/2025

  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.

• Initial Complaint

  Date:01/03/2023

  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.

  I have wrongfully been charged and repeatedly told by customer service over that past year that it was resolved and I owe nothing. Now I have received a notice from a debt collection agency seeking over $1,000 on behalf of verizon connect. I have many pages of supporting documents from the numerous times I have spoken with customer services reps and managers.

  Business Response

  Date: 01/09/2025

  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.

• Initial Complaint

  Date:12/29/2022

  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.

  Verizon Connect had my company under a contract for three years, two years in I asked to cancel and they said I had to wait 30 days prior to my contract to cancel. I called 30 days prior and asked to cancel they promised to stop and remove their equipment from my trucks. Instead they renewed my contract automatically for another three years which I called again five times and filed work orders to cancel yet they do nothing. They continue to bill me

  Business Response

  Date: 01/09/2025

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

  Customer Answer

  Date: 01/09/2025

   
  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,
  
  ******* ***********