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:01/16/2025

  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 used VC for about 7 years. Last summer our contract renewed for 3 years. I realized about a month later that 2 vehicles were no longer being tracked. I called and the person got them back on immediately. About a month later they were no longer being tracked again. Since that point I have been calling, getting assigned case number after case number, they get closed and nothing gets resolved. I have spent hours on this problem. Always told someone would get back to me within 72 hours. I never get a return call and then they close the case. They put those two vehicles back on billing 1/1/25, but I still can't track them. So I'm paying for something that I am not getting. This is not a cheap service. I don't trust anything anyone says there, but I have no control to make it happen. There is not "higher" up to get transferred to to get this resolved. The most current case number is ********

  Business Response

  Date: 01/22/2025

  Our Executive team will contact the customer to understand their needs and provide a suitable resolution.

• Initial Complaint

  Date:01/15/2025

  Type:Billing 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 have a contract with this company for my business. We had untill January 6th of 2025 to call and cancel service so that a auto renewal would not be applied for another yearly contract. I did so October 8th 2024. To which I was told my account *** would call me within 48-72hrs. A weeks goes by with no call back. I call again, only to go over the same scenario. This happened yet again for a 3rd time with finally the *** calling back and confirming hed get my account cancelled. Fast forward to today January 15th and my account is in fact still active. So I call back YET again to find out there are three previous cases for this that were closed..with no resolutionbeing they kept my account active! And again the customer service *** makes a new case number and tells me my account *** will call me within 24-72hrs. This is beyond ridiculous and incompetent on part of the account ***, who I am now assuming has closed all three cases with no intention on canceling and closing my account. Now I am sitting on a 4th case to have my account canceled. I dont need someone calling me back to cancel a service that is not beneficial. Just cancel it as requested right then and there! At this point it feels like entrapment and theft by Verizon connect.. This is not who I want to do business or my company being affiliated with. The attached uploads shows the dates of them creating and closing my cases for the same request. This is dishonesty.

  Business Response

  Date: 01/22/2025

  Our Executive Team will contact the customer to understand their needs and provide a suitable resolution.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22814578
  
  I am rejecting this response because: A *** made contact we me stating the following "I understand your frustration regarding the renewal of your agreement. To clarify, your agreement requires a 60-day notice prior to the end date (November 7th, 2024) for termination or removal of the auto-renewal feature.
  
  While I see your request to terminate service on 10/8/2024, this falls outside the required 60-day window, leading to the automatic renewal of your agreement.
  
  To explore potential resolutions, I kindly request any documentation you may have that demonstrates a timely request for termination or removal of auto-renewal according to your agreement terms. This information would be beneficial in presenting your case to our finance department for review and consideration of an exception."

  As seen in my attachment, contact was to be made to Verizon Connect **************** BY 11/7/2024 to not auto-renew, therefor terminating service on 01/07/2025. This did not happen upon request made in OCTOBER. Instead they open and closed cases four times, with no resolution and very poor contact practices. Further more if I didn't give proper "60 day notice" prior to the *** above's "term date of 11/07/2024" to cancel, why didn't my account manager inform me of this when I spoke to him in late Oct 2024, why were there no email reminders to do so prior to that? Because its bs and improper poor management of my account!  ************ is a joke that seemingly ignores customer requests ***eatedly, and what feels like training their employees to talk circles (sending redundant emails) around their customers, that's very indicative to the numerous complaints here on BBB that are very similar to my own.  Again, not the type of business I want my business affiliated with.  I'd advise the same to my clients and business partners. Very shady, dishonest business practices. 

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 01/24/2025

  We have contacted the customer and provided an update. As requested, we have terminated their service without penalty and credited their account for the most recent charge, which occurred after the requested cancellation date. We have fully addressed the customers concerns and now consider this matter resolved.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22814578
  
  I am rejecting this response because: To my understanding from what I was told, it will take up to 2-billing cycles for my contract to be terminated. There has yet to be a credit to my upcoming statement (which has actually been applied to my Verizon wireless statements). There will likely be billing for January maybe even February. With waisting my time, stress and the run around this company has caused, I am actually going to wait until this contract has actually been canceled and there are no applied charges that I potentially have to deal with from Verizon Connect. Unfortunately this is the level of distrust.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/07/2025

  Type:Product 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.

  In late 2022, I had signed up for Verizon Connect, a vehicle electronic logging device for a business that I was starting up in April 2023. I received the equipment and after multiple attempts to get it working, I requested to send the equipment back to Verizon Connect and cancel my account. I obtained a return authorization and sent back all equipment. My credit card was hit for about $200 total (3 separate charges totaling about $200). I questioned the charges and was told that Verizon Connect would take care of it. I then received a bill for $2,944.38 and had to cancel the credit card to avoid the charge being put onto the card. Any contact with Verizon results in them assigning a case number to me and then nothing happens. I have since been given to a collection agency and I try to explain what happened and they keep contacting me to pay. The best that they did was ask if I would settle for 1/2 and I said would they be paying me? The collection agency called me a few weeks ago and I told them not to contact me again regarding this. I don't know what to do at this point. The equipment was returned (all of it including any additional items that they sent me to try getting it working). If they checked their system, they would see that I never used the equipment. Looks like they ignored my return and then doubled the contract value for a year (I am guessing that is how they came up with the total).They never provided working equipment after multiple attempts.I would like a refund of the amount that I was billed and paid ($176.00) and a cancellation of the $2,944.38 that they say that I owe them. I want something in writing saying that I do not owe them anything. If this isn't taken care of, I intend to pursue legal action against them. I'm now at risk of my credit rating being affected by this.

  Business Response

  Date: 01/17/2025

  Hi Santo, 

  We apologize for the inconvenience and the poor experience. 

  Team member, ********, has called, left a voicemail and sent a follow up email. She will be dedicated to getting your issue resolved. Case number 09172361

  Verizon Connect. 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22778814
  
  I am rejecting this response because:
  Verizon reached out to me and sent information stating that the collection is cancelled and my credit will be returned in 1-2 billing cycles. 
  
  Thank you as the BBB was the only way to get them to address this.
  
  I will reach out if the issue has not been resolved.
  

  
  

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/04/2025

  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 returned the defective device before ****** as per their contact agreement and have been charged $23 per month for 2 yrs asking every month for them to stop. I have emails showing they would cancel and time stamped emails of myself stating I will call corporate. They after myself telling them that it is fraud to charge my **** stopped charging yet now have me in collections for two charges. I have called a dozen times and emailed stating I can take legal action yet they continue to charge me. I told them its not about me wanting a refund but them doing whats in their own contract.

  Business Response

  Date: 01/14/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience.

  We see that the your account has been approved for a $0 Early termination fee ( nothing will go to collections), a credit was submitted and approved (credit number BA#**************) and Case 09135923 reflects an email from you confirming all is good to go on 01/07/2025.

  Please contact us at ********************************************* if you still need further assistance or there's something we missed 

  Thank you, Verizon Connect

  Customer Answer

  Date: 01/15/2025

   
  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.  Thank you for your time on the matter, Verizon connect after 2 years finally agreed to end this after I forwarded the complete evidence advising the next step would be legal action. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/03/2025

  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.

  Verizon Reveal Connect contracted to maintain tracking systems on our vehicle fleet. Tracking systems have not worked as stated since 1-17-2023. *** has been working diligently with Account Representative to rectify the tracking system not working. *** continues to have systems down and not tracking. Additionally in November 2025 being billed for ********** not received and never installed. Account representative agreed back in July that if QRS worked with him and support monthly and systems were still not up and running that he would close/cancel the account and waive the term of the contract as tracking systems are not reliable and do not function per the contract. No response from ****************** to ******************************* to open Case for Return instructions for all hardware- no instructions received. 1-3-2025 Opened Case 09129664 - second request return instructions . Account not updated for Auto Pay for December thus current outstanding balance for December is $1046.56 and not going to give them a good card to charge as I need to get this resolved and the contract cancelled with no cancellation fee.

  Business Response

  Date: 01/14/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We have engaged the account representative and advised to reach out within 48 hours to address all your concerns. 

  Please contact us at ********************************************* if you still need further assistance. Thank you, Verizon Connect

• Initial Complaint

  Date:12/09/2024

  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 company sent me the wrong equipment. Then when I received it, I told them it was the wrong equipment. They refuse to return the equipment and I asked for a return label. Then I told them the equipment was not used, and it needed to be returned. They refused to send me return labels. They admitted to me they sent me the wrong equipment due to one of the sales **** not understanding the there products and what I needed. And sent me to collections when I refused to pay after I put a $500 deposit and they kept charging my card for months even though they knew they sent me the wrong equipment.

  Business Response

  Date: 12/24/2024

  Hi ******, 

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see the account is now closed and ***** ******* attempted to work with you on the early termination fee. Email sent 11/3/2023 at 10:28am. Our contract outlines early termination fee's do apply. Furthermore, our support team is available 24/7 to help with any non reporting units.

   

  Please contact us at ********************************************* if you still need further assistance.

  Thank you, Verizon Connect

   

• Initial Complaint

  Date:12/03/2024

  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 canceled the account in Sept of ************************************************************************** November and I got a email from the account *** assigned to our account on Nov 13 at 9:19 am stating the account was closed and a refund will be issued to the account Then today I got a Call from the collections **** that they are still charging me and that there was a request to cancel but it wasnt finished by the account *** I have tried to email him again but no response I told the lady that called me that the account had been canceled but she said it was finished and I would have to call the account *** to take care of it and he wont return my emails or calls now

  Business Response

  Date: 12/24/2024

  Hi *****, 

  Thank you for bringing this to our attention. We apologize that you had a negative experience.

  Upon reviewing your account we were able to pull two recent calls from the account. The first call was 11/06/2024 at 10:32am where the account representative explained that only a portion on the units were not going to renew. This is where you shared the company had filed bankruptcy and needed to confirm the account was closed. The second call on 12/04/2024 at 9:52am J expressed the cancellation notice was sent and would need to be signed. Our contract does outline cancellation fees apply. If you have any questions or concerns we'd be happy to go over them in more detail. Please contact us at ********************************************* for further assistance.

   

  Thank you, Verizon Connect

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22635665

  
  I am rejecting this response because the claims made are not accurate.

  
  On July 29, 2024, at 9:00 AM, I received 12 separate emails from Verizon Connect (one for each device on my contract) stating:
  "Dear Verizon Connect Customer,
  Please be aware that the Service Term for the subscription units under the above-referenced Services Order Form is scheduled to renew on 11/27/2024 for an additional 12-month period under the existing pricing and terms of your Agreement.
  If you want this Service Order Form to renew as stated above, you do not need to take any additional action.
  If you choose to not renew the subscription units under this Services Order Form, please contact Verizon Connect **************** at ************** by 09/27/2024 to indicate that you do not want the Services to renew, and the Services will terminate on 11/26/2024.
  Thank you for being a Verizon Connect Customer."
  I promptly responded to these emails requesting that my contract not be renewed and that it be canceled at the end of the term.
  On August 28, 2024, at 9:00 AM, I received another email with the same notification. To ensure my request was honored, I reached out again on August 30, 2024, at 10:00 AM to confirm cancellation.
  On September 13, 2024, I received an email from **** ******, which stated:
  "Hello *****,
  I was notified you needed some assistance with your account. I tried calling you earlier and left a message with the front desk. Let's set up a good time to get on a call. Thank you."
  We spoke on September 17, 2024, and I reiterated my request to not renew the contract and to have it canceled at the end of its term. At his request, I sent an email confirming this in writing on the same day:
  "Hi ***,
  We DO NOT want to auto-renew the contract and request that it be canceled at the end of its term.
  Thank you,
  ***** *****."
  **** ****** replied on September 17, 2024, at 9:40 AM with the following confirmation:
  "Confirmed, thank you!"
  Despite this confirmation, I am now dealing with issues regarding the cancellation in November and December 2024. I was informed there would be a cancellation fee, which should not apply since the contract did not renew.
  To clarify, I had a three-year contract that began in August 2021. I made multiple requests before the renewal deadline in July and September 2024 to ensure it would not auto-renew. However, it appears that **** ****** failed to process the cancellation paperwork until December 4, 2024, long after I followed all the required steps to cancel the contract within the timeline provided by Verizon Connect.
  I ask that Verizon Connect honor the terms of the agreement and acknowledge the cancellation request submitted well before the renewal date. Additionally, I request that the cancellation fee be waived, as this is a result of an error on Verizon Connect's part, not mine.

  
  Sincerely,
  ***** *****

  Business Response

  Date: 01/17/2025

  Hi *****, 

  We understand how frustrating this can be. We've created a case that is assigned to a member of the executive care team. Case number 09172338.

  Team member ********, has called and emailed you to get this issue finalized. Moving forward she will be your point contact for getting your situation squared away. 

  Verizon Connect

  Customer Answer

  Date: 01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I need to follow up as I am not sure what they want to take care of I need to speak to them first before moving forward 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/21/2024

  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 want to close our account. The account is in a business name (********************) We have not received the service that we signed up for. I called 11/1, 11/11, 11/13 and twice on 11/19. They keep telling me someone will call me back regarding my account. Each person that I talk to says that they are unable to cancel it for me. I have spent a long time on each phone call requesting the account to be closed.

  Business Response

  Date: 12/04/2024

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see the account closure. We also see that it was pending signature by the customer and that has been done as off **********. Please contact us at ********************************************* for further assistance. Thank you, Verizon Connect
  

  Customer Answer

  Date: 12/05/2024

   
  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.  I am pleased that Verizon Connect did finally close our account, however, I do not think that they should conduct business in that manner.  It should not be that hard to close an account.   The reason we closed our account is that their equipment did not work properly in the first place.  I would never recommend this company to anyone.

  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/12/2024

  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 receiving an email in March of 2024 to let me know my account would be automatically renewed I created a case to have our account closed after the contract was up. I ended up having to open multiple cases , talked to multiple people, and even signed paperwork showing we were out of our contract and no longer owed any money. Fast forward to November of 2024 and I continue to get harassed saying we owe money , once i get to someone who figures out what has happened they tell me I will be getting a call back and I never do. DO NOT USE THESE PEOPLE FOR GPS. There are over 500 complaints, most of which are about this exact issue. I was even threatened with " we will report this to the credit bureau " They have literally told me 3 times that this is a mistake on their end but they will not fix it and i continue to get emails and phone calls almost daily trying to collect on something I do not owe. I have now been dealing with this for 8 months.

  Business Response

  Date: 12/04/2024

  
  
  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see the account closure. We also see that your customer service representative provide an explanation for the charges on november 15th 2024 Case 08830448.Please contact us at ********************************************* for further assistance. Thank you, Verizon Connect

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22545948
  
  I am rejecting this response because: I put in a request in March to not auto renew our account in July. I have back up documentation attached showing where I reached out on multiple occasions to cancel after our contract was up. I did not get a response until October which is when you are saying they finally cancelled and now you are acting like I have to pay for August and Septembers bill. I even talked to one person who said they could see that it was a mistake on your end and that I should not have to pay for your mistake. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/20/2024

  We've submitted a request to clear out the balance on the account. Credit BA#************** has been submitted please allow 1 billing cycle to reflect on the account. 

• Initial Complaint

  Date:11/06/2024

  Type:Order 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.

  Our account manager at *********************** at Verizon Connect took it upon himself to do a complete rewrite of our entire account once we reached the end of our contract term. When we realized this we arranged a meeting with him and Precious the Regional Manager to discuss remedying this situation in June of this year. We have been requesting to cancel services with them ever since leaving voicemails, sending emails, contacting 'support' almost daily ever since. They refuse to respond to my company.