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:05/14/2024

  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.

  I am writing to express our dissatisfaction with the services provided by Verizon Connect. For over a year, we have conflicted with Verizon Connect regarding charges for services they did not administer. We have and continue to demand documentation stating that our company does not owe any money to Verizon Connect as they have not had our actual account in service for years and continued to charge us after we canceled this service in writing. When Verizon Connect required upgraded equipment because of the shutdown of the 3G network, we took the steps necessary to obtain the new equipment. However, the new equipment was never installed by Verizon Connect as required and has been sitting in the boxes since the ship date of December 13, 2021, and was never installed. We communicated to Verizon Connect via their *********************** that we requested the cancelation of the contract due to the above-mentioned issues. We had multiple emails and conversations where we would be redirected to Verizon Connect customer service when they continued to charge us for the service they were not providing. Our most recent attempt to resolve this issue was made with our Verizon Business representative ************** from Nov. 2023 - Jan 21, 2024. We requested ************** introduce us to someone from Verizon Connect for resolution purposes. It is important to note that our original agreement was with Fleetmatics, not Verizon Connect. It does not escape notice that Verizon Connect failed to support its customers during and after the transition from Fleetmatics and during the upgrade to the 4G system while continuing to charge for the service they were not providing. This issue shows a larger problem within the company, evidenced by the high employee turnover and successful lawsuits against Verizon Connect, including a case on June 14, 2023, where the company was mandated by the court to pay $1.6 million to employees for denied overtime, meals, rest breaks, and expense reimbursements.

• Initial Complaint

  Date:05/02/2024

  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.

  I purchased Verizon connect tracking services in August of 2023. The tracking products I received were faulty and did not serve their function. After no success with Verizon connect Tech support, we sought to close the account. We were told the account could be closed at anytime if un satisfied with the services however we attempted to cancel the service and continued to be billed. They then cancelled our contract after refusing to pay and billed us ******** dollars for 3 years worth of service! They have now sent this bill to collections and jeopardizing our credit, therefore our business. This company uses highly deceptive sale practices to lock customers into misleading contracts, provides an unreliable product and virtually no USEFUL tech assistance and then extorts you with bill collectors when you attempt to leave the service.

• Initial Complaint

  Date:04/25/2024

  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.

  I own STEPCO DISTRIBUTORS. My company uses Verizon Connect in our fleet vehicles. I have been trying to resolve this issue for around a year. I have numerous case numbers. I have called in numerous times. I am constantly told that someone will call me back in 24 to 48 hours. No one does, or if they do, they refer me to call another number. Then I get a new case number and told someone will call me back in 24 to **************************************************************************************************** customer service. This issue started over a call from billing saying I owed $400. I asked what I owed $400 for? No one could answer that question. I actually thought this was a phishing call or scam. I explained that it was physically impossible for me to owe Verizon Connect money when my bill is attached to my Verizon mobile bill, which is auto drafted from my checking account. No one could explain how or why I owed $400. I went as far as to reach out to Verizon ***** to verify the two accounts were linked. ********************************************* had billed to my Verizon ***** account and it had drafted from my account. ********************** ***** verified I did not owe any money and I was current on all my payments. They sent me an email confirming this information and apologized for any misunderstanding. I forwarded this email to Verizon Connect. However, I continued to receive calls saying owed this $400. I recently received a disconnect notice from Verizon Connect saying because I did not pay the $400, they were going to disconnect our service. We sent a check in for the unknown $400, which I still dispute owing. It was cashed. My account was still ***************************. So now, I have a disconnected account and I am still being billed through Verizon ***** for my Verizon Connect account. The account that does not work. I have an another open case that has been open for over 3 weeks and it is still not resolved. this does not include all of the previous case numbers which were opened over the las year regarding this same issue. The original $400 bill is still a mystery to me.

• Initial Complaint

  Date:04/12/2024

  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.

  GPS trackers were purchased with Verizon Connect and signed a 3 year contract in Sep 2020. We requested to non renew the contract multiple times since 2022. Contract was going to renew on Sep 2023. We received an email on different occasions were the contract was updated to non renew on Sept 2023 but was not done since it did renew and we kept getting billed. We continued getting billed and contacted them to fix the problem. They stated it the non renewal was going to be backdated to Sep 2023 and we were going to receive a refund for the payments that were drafted since that date. Instead they non renewed for Sep 2024 charging us the full year. We want to get a full refund for the year that contract was not to be renewed and we were billed for.

• Initial Complaint

  Date:04/11/2024

  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.

  I am writing to you to address a significant and ongoing issue regarding the services provided by Verizon Connect. Despite numerous attempts to resolve this matter, it remains unresolved, necessitating this final demand for resolution.VERIZON CONNECT'S COMPLETE FAILURE TO PROVIDE SERVICE AS CONTRACTUALLY OBLIGATED:It is evident that Verizon Connect has failed to fulfill its contractual obligations to provide the agreed-upon services for equipment trackers. The continuous lapses in service have severely impacted my ability to operate efficiently,leading to significant disruptions and losses.FAILURE TO OFFER REASONABLE ACCOMMODATION AT THE REQUEST OF THE CUSTOMER:Furthermore, when I reached out to Verizon Connect to address the aforementioned service failures and requested reasonable accommodations, I was met with inadequate responses or outright neglect particularly from the India Team. This lack of responsiveness only exacerbated the situation and hindered any attempts at finding a satisfactory resolution.FAILURE TO PROVIDE ADEQUATE CUSTOMER SERVICE:The level of customer service provided by ******************************************* throughout this ordeal has been far below acceptable standards. Despite my repeated attempts to seek assistance and resolution, I have been met with frustration and disappointment due to the lack of attention and support from your team.WILLFUL EXITING OF THE CONTRACT:Regrettably, Verizon Connect's failure to uphold its end of the contractual agreement has left me with no choice but to consider the contract null and void. Your persistent inability to deliver the promised services has effectively forced my hand in terminating our business relationship.In light of the above circumstances, I demand immediate resolution of this matter. To facilitate an amicable resolution and to avoid further escalation, I propose the following:? Verizon Connect remits a payment of $6422.92 to compensate for the services not provided.

• Initial Complaint

  Date:04/11/2024

  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.

  I have had Verizon Connect Fleet ("VCF") since Feb 2018 with 5 GPS units. We wanted to add 3 cameras & updated the **** VCF sent multiple boxes of equipment and a technician was sent out to install on 4/9/22. Technician was unable to finished, as VCF did not send everything he needed to finish the job. He would notify VCF of this issue and they would open a case file. We called multiply times on the defective equipment but didn't keep track until 06/10/22. We let VCF know that we did not receive any more equipment, the technician failure to show up and the equipment the tech did install previously, was not working properly. VCF said they would set up an appointment to get someone out to fix the issues. 6/17/22 called VCF to notify them that no one has showed up and we wanted to cancel the account for breach of contract and defective equipment. On 10/22 they doubled billed me for 10 GPS and 10 Cameras. From Nov 2022 to Dec 2023, they billed me for 5 GPS & 5 cameras. Jan 2023, I cancelled my payment card so they would quite taking funds from my account.A monthly repeat cycle of being billed, call to cancel, ask for manager but unable to connect us, account was cancelled, create a case file, next month another bill showed up and then a repeat of cycle. Sometimes they would create a credit, but that would take 2-3 billing cycles if approved. I have a pending credit of $7,098.07. VCF billed me for the purchase of the defective equipment for $5,724.50 that I said I didn't want in the first place. VCF also sent my account to a 3rd party collection for nonpayment for $7,319.17. I cancelled and they continued to bill me for 17 months and for the defective equipment.Dates that we called VCF to have the account cancelled. 6/17/22, 7/10/22, 8/8/22, 8/23/22, 9/7/22, 10/3/22, 10/18/22, 10/20/22, 12/15/22, 12/30/22, 2/16/23, 4/2/23, 4/8/23, 5/4/23, 6/30/23, 9/6/23, 7/24/23, 8/4/23, 9/6/23, 9/10/23, 10/10/23, 10/26/23, 12/8/23, 12/19/23, 12/20/23, 12/27/23

• Initial Complaint

  Date:04/11/2024

  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.

  In February my workplace, ******* ****************** sold a division called *********************** plumbing heating cooling so I called Verizon Connect/fleetmatics to cancel 20 gps transponders as we did not need them anymore. I called who I believed was my account Rep who directed me to call customer service to get me to the cancellation team. I set up what I needed to be done and explained it needed to be done no later than March 1, 2024. Once they sent emails of the cancellation fee and I agreed, I never heard from the person again even though I emailed multiple times which provoked me to call again. I had to go through the whole case set up process again to reach someone. I was assured it was in the process and any day it would be complete. That was first week of March. I continued to call every two days with no one calling me back to inform me of what was happening. On April 8, 2024 I was told the account rep was supposed to call me. Aftetr putting up a stink she finally called then misunderstanding the sale called the sold division asking for the Bill of Sale. This was not needed because my contract was ******* enterprises, **** not *********************** plumbing. I immediately tried calling the account rep and her supervisor and I was given the run around. Then I emailed both plus all those I spoke with in the past asking them to contact me asap but as of this hour no one has. I need someone to call me and fix this issue on going for two months since my credit card is being charged monthly for items I shouldn't be charged for.

• Initial Complaint

  Date:04/03/2024

  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.

  This company has been the absolute worse to deal with. I have made over 20 calls and have spent countless hours on the phone to get this issue resolved. I even requested arbitration on 2 different occasions and have yet to have my request granted but they continue to bill me. They have made 4 different amounts they want me to pay to cancel this account. Let me also stress that I have NEVER used the app and they even know no one has logged into it either. They manipulated the original contract by changing the verbiage AFTER the document was signed. I told them I did not want any money back for the services I NEVER used I just wanted them to stop billing me and cancel the account. Due to all this commotion with this company I even cancelled my Verizon cell phone service because I want NOTHING to do with this scam of a company.

• Initial Complaint

  Date:03/18/2024

  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 used verizon connect reveal while running a business. I had 4 trackers installed. Upon selling the assets I contacted them to cancel the account on *********. They said they would send me a cancellation contract which I received via email a plan to pay $355.00 ******* said to continue payments for up to 2 months, and i would receive the final bill. Final bill should have been around $197. I never heard anything else from them. This month 3-2024 I received a COLLECTIONS LETTER for $2175.78 which was the whole total of the cancelled plan. I called and got the run around multiple times. They said there was nothing they could do and I should call the collections ***** I stated my obligation was made through their company and I would happily pay what was owed to them since the check or money order said to be payable to VERIZON on the collection letter. How can they still run a business with the blatant deceit?? I called the collection agency and they said they have to order the emails, case #s, and original contract. I have email proof from verizon on what was agreed upon.

• Initial Complaint

  Date:03/14/2024

  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.

  I canceled services with Verizon Connect in July of 2023. They ended up taking ACH of roughly 27k when a negotiated end of contract amount of 6k was agreed upon. I have had a credit on account of over 21k and have tried to call multiple times to get this credit refunded and keep getting the run around. To date I have yet to receive a credit of 21k returned to me. Everything I call I get a support agent overseas who creates case#'s and passes me to my account rep who keeps changing every few weeks.