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:10/25/2024

  Type:Service or Repair 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.

  ******************* entered into a 3-year service contract with Verizon Connect for telematics services, which included a monthly service fee along with an upfront equipment and installation charge. We understood that this initial 3-year term was non-cancelable due to the equipment and installation costs.Later, we added dash cameras to our fleet, and Verizon Connect advised that this addition would require a separate 3-year commitment for these specific devices. However, we were never informed that Verizon Connect would automatically renew each device's ****** commitment without further notice or consent. This auto-renewal clause only came to our attention when we sought to cancel our service at the end of the initial term.We have spoken with multiple Verizon Connect representatives regarding this issue. Each has deferred to the fine print of the contract, disregarding the verbal assurances provided by their salespeople that suggested the contract would not auto-renew without prior notice. We are willing to fulfill the 3-year commitment for the additional 8 dash cameras, even though some were never installed due to scheduling issues with Verizon Connects installers. However, we object to the automatic renewal of our original devices for another ****** term without our agreement, which we believe breaches the intent of our initial contract.*** has since partnered with **********, which uses a different telematics system, making Verizons service unnecessary and unused. We believe it is unreasonable for Verizon Connect to impose a $15,000 cancellation fee or require payments through May 2026. We request a fair resolution that allows us to end our service agreement without these excessive fees.

• Initial Complaint

  Date:10/23/2024

  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.

  I have had a contract with Verizon Connect for 4 years for my business. Over 2+ months ago on 8/14, I sold my business and asked to transfer the service to the new owner. I had been told by my original account manager that it was very simple to transfer the service to the new owner and would be done quickly.When I contacted VZ Connect to transfer, the new account manager informed me that before he transferred, he needed to do an investigation because they had been over-charging me for years for cameras that I wasn't using. I believed this process would be quick, but it is now coming up on 2.5 months with no resoulution. I have voiced concerns multiple times over how long it was taking and made it clear that I just wanted to transfer the service quickly so I didn't have to keep paying the $420/month for a service that I wasn't using. Now that this process has taken so long, the new owner of the business has decided that - given the issues I'm having - he was going to use another GPS provider vs VZ Connect. So now I need to cancel the service and I'm being told by my account manager that if I cancel the agreement, there will be charges associated with the cancellation and another investigation needs to be done. I am now out $1,260 plus $420 each month + whatever cancellation charges they are going to charge me because of their inaction. This is an unfair business practice as far as I'm concerned and only happened due to their inaction. They have made it incredibly difficult to transfer the service and cancel the contract which has caused me to pay fees that I shouldn't have to pay.

• Initial Complaint

  Date:10/22/2024

  Type:Billing 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.

  Equipment removal issue from account: 10/8/24 The above company will not remove a tracker from my account that we don't have and is visibly inactive.. I have contacted the customer service line multiple times over the last year and filed cases to get it removed and none have been resolved even thought they state it will be resolved within 48 to 72 hours. We have also recontacted them 5 times in the last 2 weeks to be meet with the same outcome. They provide us with gps tracking of our fleet and have been charging our account for this tracker that is inactive and not in our possession. They have debited over $300 from my account in the past year and continue to do so even with all cases filed. This case has not been resolved even with multiple times of contact and we have not received any communication back from the company in regards to this. Please help.

• Initial Complaint

  Date:10/16/2024

  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.

  The contract for this service is not clear on auto renewal or was never told that it would be auto renewal but when tried to contact Verizon connect support staff , I talked to someone that had no authority to do anything then I had a manager or least what he said he was **** ******* and said he was working on a solution and will contact me by end of week 8/29 and its 10/15 and no answer but they still try to send the bills for a service I havent used in 6 months I finally had to cancel the auto payment with my credit card hoping I would get the message across that I need this handled, I have even had Verizon business mobile *** for my account reach out with no luck of contact , Verizon connect is a terrible company ***resentation of Verizon and truly gives Verizon a bad ***utation even though I know they are 2 different entities but still is Verizon umbrella I do not recommend this service at all 0 out of 10 no help only help there is, when they get you to sign up after that nothing

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair 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 have been trying since May 15th to close our account with **********************. We have been lied to, hung up on, and made false promises since then. I have several case numbers and have been told every time we call that a supervisor or a gentleman by the name of ****** ***** would call us back to get this resolved. As of today, no one has called us back, nothing has been done. We are tired of this being drug out and being mislead and lied to by this business. We are getting collection calls almost daily but when we call, we cannot get any help. We never signed a contract or made aware of one, and somehow there is a contract, we have no clue who has signed it and the information in it is fraudulent. We are asking this account be closed and wiped due to the fraud, equipment never working and the terrible business and customer service. Please help us accomplish this.

  Business Response

  Date: 11/07/2024

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see the account is now closed and the **** ****** Angeles, provided the information requested on 10/10/24. Please contact us at **************************************** if you still need further assistance. Thank you, Verizon Connect

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22377181
  
  I am rejecting this response because: as of today we still have not been contacted by Mr. ****** We have requested a label to send unused equipment back as well as disputing the alleged contract as it does not have our signature or correct information on it. We initiated this account to be closed May 15th and have been strung along with no follow up and numerous case numbers but no contact by Mr. ***** since then. This is unacceptable and we want follow through. 
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:09/25/2024

  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.

  Since end of May have been attempting to cancel account and pay cancellation fee of $80.00 (indicated by Verizon ***** Please see all docs of attempts to resolve this, and settle the dispute of $85,25 final bill vs the indicated $80.00

  Business Response

  Date: 11/07/2024

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see the account is now closed. Please contact us at **************************************** if you still need further assistance. Thank you, Verizon Connect

• Initial Complaint

  Date:09/18/2024

  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.

  Ordered Verizon Connect in April of 2023. Once I received the device, I never installed it and started the process of canceling the account. Had to cancel the account on three different occasions and Verizon even refunded me $241.50 in charges occurred after the cancellation and waived the cancellation fee as well. Since then, every month I get a **** ***** and have to call customer service and go over the whole story again and we cancel it and then the next month I received another bill. I have included each cancellation email from Verizon Connect as well as the tracking of the device they asked to have shipped back, which I did. Just yesterday I received another bill, and once again the account is not cancelled as they promised. I am really tired at this point and wish I never signed up. This has been exhausting and uncalled for. I want my account to be cancelled, and all charges reversed.

  Business Response

  Date: 11/07/2024

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see the account closure was approved and the buyout fees were waived as well. The *** advised we have sent multiple attempts to contact the customer and they have been unresponsive. They need the customer's agreement to move forward. Please contact us at **************************************** for further assistance. Thank you, Verizon Connect

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair 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.

  We purchased transponders from this company about 2.5/3 years ago. They have never worked. I finally called them to cancel the service on 8/23/2024 and was told I would get a call within 48 hours to discuss cancelling the service and no longer being automatically charged. Obviously I have not received any phone call or email communication. This company is essentially stealing from its customers. The trackers only turn on when you activate them, they never track anything. I put one in a piece of equipment we were hauling for work and the location never once moved from my house.

• Initial Complaint

  Date:09/04/2024

  Type:Billing 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.

  We used Verizon WORK platform for our business for multiple years, they started out as Fleetmatics and the support and customer service was great, then once they where purchased by Verizon the service really went downhill. Leaving us to seek a new service provider for out business fleet management and dispatching. We provided a written 45-day cancelation notice prior to the renewal of our contract date 08/02/2022. 1 Year later, we started receiving past due notices from them, stating due to a billing error they had not billed us. I called, and called and emailed to inform it was not an error, we had canceled our service. Finailly was told it was fixed, that we even had a credit of $286.62. Now again about another year later, we are yet again getting bills for a past due account that has been closed for 2 years. They randomly start billing once a year. Last year we had canceled the auto pay and removed out credit card information so they cannot charge out card any more, but are billing and threating collections for an amount we DO NOT OWE. 9/6/23 case# ******** 9/20/23 case # ******** 7/31/24 case # ******** 9/4/24 case # ********

• Initial Complaint

  Date:07/23/2024

  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.

  Business account *******************. In April 2023 we called to cancel our service- ticket #******** We were advised at that time that what we thought was a month-to-month agreement was actually a auto renewing contract every 12 months and that we needed to request to be on a month-to-month. At that time we requested at the end of the contract term to go month-to-month. We were advised that change had been made. In April 2024 we requested a tow that is covered with our service and Revel failed to send a tow truck over the course of several days. Each time saying one was coming and it never occurred. Ultimately, we were advised to get our own tow truck and we would be reimbursed. The tow cost us $1000 and we were only reimbursed $500. At this time we decided to move forward with canceling the service after not receiving an appropriate customer service. When attempting to cancel, we were told we are under contract. I have provided them copies of the ticket from April 2023 showing we called to request cancellation of service at that time. That is when we should have been set to not auto renew. We have received multiple tickets in an email, but no follow up or acknowledgment that we should not be under contract. Verizon is continuing to claim we have a contract and want exorbitant termination fees, ignoring our proof of their ticket in 2023, we never agreed to a contract renewal. Their practices are predatory- they refuse to respond. Case number ******** No one has responded to our emails. They only send bills every month, ignoring our request and the fact that any contract is illegal and against our wishes.