Complaints
This profile includes complaints for Victra's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 437 total complaints in the last 3 years.
- 152 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/12/2023
Type: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.
Was told by *********************** at ******* ************** **** location that I would receive ****** dollars for my S20 plus, I only received ****** he said it would be fixed. It's been 4 months and not been fixed.
Business Response
Date: 06/16/2023
Hi *********************,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that this was resolved, and they have contacted you. Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************
Customer Answer
Date: 06/20/2023
Complaint: 20169017
Well if she's telling the truth shouldn't be to hard to show documentation of refund, I would just love to see it.
Sincerely,
*********************Initial Complaint
Date:06/12/2023
Type: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.
Deceptive business practices! We came to their **********, ** store in February 2023 to switch carriers and establish new service. We asked for a senior plan. The salespeople indicated that any senior plan would need to be set up directly with ******* but indicated that it will be easy to switch plans with their app. We were told we qualified for new phones if we traded in our phones. At no time were we informed that the new phones were conditional on being locked into a specific plan for 3 years. It was our understanding that the new phone promotion was due to us switching carriers not because of signing up for a specific plan. There was confusion going on in the store as they appeared to be short staffed and were training new employees. We were passed back and forth from the trainer to the trainees. We were told that it can take a few billing cycles for everything to go through but credits would be made to the account for the trade ins. After receiving bills showing a payment for our free phones we contacted ******* and were told that there was nothing they could do. We went to the store and were greeted by the person who was training when we first stopped in. He made copies of the paperwork so he could show it to his superior. After not receiving a reply for 2 weeks we stopped in to see what was going on. At this time it was noted that the paperwork that they needed to file for the trade-ins was never entered. We were also informed that since we changed our plan, as we were told we could, we were no longer eligible for the free phones and would need to make the scheduled payments for the next 3 years unless we changed back to the original plan. We asked how this happened and were told that it was most likely a miscommunication from the salespeople. Asked why we were being punished when it was their miscommunication and not our misunderstanding we were told sorry but there is nothing we can do. We are now stuck with a plan we didnt want and phones we didnt needBusiness Response
Date: 06/15/2023
Hi ****,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that this was resolved, and they have contacted you. Leadership stated " Already assisted, ******** changed their plan and lost all of their promotions.Switched them back and submitted VSLs. No update, plan change was done by customer service. Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************Customer Answer
Date: 06/15/2023
Complaint: 20165394
I am rejecting this response because: I was never contacted by the store and the issue has not been resolved. We did go to the store prior to this complaint but have not been contacted since. In fact since going to the store and them making changes our bill for next month now shows we owe $372.79.
Sincerely,
***********************Customer Answer
Date: 06/21/2023
Complaint: 20165394
Date Sent: 6/15/2023 9:20:05 AM
Complaint: 20165394
I am rejecting this response because: I was never contacted by the store and the issue has not been resolved. We did go to the store prior to this complaint but have not been contacted since. In fact since going to the store and them making changes our bill for next month now shows we owe $372.79.
Sincerely,
***********************
Sincerely,
***********************Business Response
Date: 06/21/2023
****,
As leadership has stated to you multiple times, in order to get the promotion you will need to switch your plan. To which you have declined todo. We have informed the customer that they cannot get the welcome unlimited with the $800 of the devices.
Respectfully,
Victra Guest Relations Team
Customer Answer
Date: 06/22/2023
Complaint: 20165394
I am rejecting this response because: Not sure who leadership is that keeps being referred to but there appears to be some confusion and disconnect between the store we are having an issue with and their corporate entity. The last time we visited the store to see what was going on is when a young lady in the store (******) noticed that the forms for our trade-ins where never submitted by the now manager of the store. She also informed us, after calling a superior, that we needed to keep our original plan to receive the phone promotion which was contradictory to what we were told when we first came in. She entered the forms and after some discussion we asked her to go ahead and switch us back to the original plan until we can sort everything out. When we switched our plan the first time through ******* we were never informed that it would have an effect on our phone promotion. Victra ************* appears to be missing the point of this complaint. Whether inadvertent or intentional, we were deceived into a plan we didn't want and phones we didn't need. Nowhere on our documents does it state specifically that we needed to keep the original plan in order to get the phone promotion. We told them on our first visit that we recently retired and were interested in a senior plan to help reduce our expenses. This is when were told they couldn't do the senior plan through the store but we can use the app and change it with ******* with no mention that this would change our promotion. Even on a subsequent visit the now manager suggested us calling the 611 number and they should be able to assist with a senior plan. Again, no mention that this would change anything. Since our last visit to the store we received a notice that our next bill will be almost $400 which means another trip to the store to find out what's going on now since my request to find out why has gone unanswered. What should have been a simple transaction is turning into a major issue.
Sincerely,
***********************Initial Complaint
Date:05/19/2023
Type: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.
On 12/18/2022, my wife and I traded in two iphone 6's and purchased two new iphone 14's at the Victra **********, ** store. We were advised by the sales **** ***************************** that we would be given $350.00 for each iphone that we traded in. We paid the difference for the iphones at the time of purchase to buy the iphones outright as we did not want monthly payments. Victra took our down payment on the phones and made the billing so that we are financing the difference through ******* (our carrier). Between the down payment and the financed amount, we are paying full price of $810.00 for each phone and are not receiving the $350 x 2 - $750 credits that we were told. We've discussed this with ******* over the past 5 months and they will not do anything for ** as they do not see the $350.00 credit promotion on their side. We went back to the Victra store on 5/13 and was advised that they are cleaning up customer disputes after the departure of their employee, ***************************** (our sales person noted above). He stopped coming to work and changed his phone number evidently due to the issues that he created. We want our $700 from Victra that we were promissed. I left a voice mail fom the regional manager of Victra, ***************************, on 5/15 to call me but he has not returned my call. His number is ************. It's also noteworthy, that the Victra system only has record of 1 trade in so why were both trade-ins not logged into their system.Business Response
Date: 05/23/2023
Hi ****************,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that this was resolved, and they have contacted you. Leadership stated " A credit request has been submitted to compensated the guest for what they were quoted." Please if you have any questions, feel free to send an email to *********************************.
Thank you,
*********************
Customer Answer
Date: 05/23/2023
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:05/18/2023
Type: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.
My daughter purchased a $100/month international plan based on *******'s recommendation. However, it was not apparent or clear that she had a free 15-day travel pass that she could have used instead. Called customer service and asked them to reverse charge so we could use the travel pass. They said that they could not since the plan was already purchased. ******* first offered a $20 credit and then another agent offered a $50 credit. However, we want a $100 refund (or credit) since we have a free service that we could use instead. They also said I would need to call back in one month/after next statement. I already spent 2 hours troubleshooting this with them. They should handle this on their end with no further inconvenience to me.Business Response
Date: 05/18/2023
Dear ******,
Thank you for contacting Victra! Victra is unable to cancel services or make account changes. Many account changes can be completed by accessing your account on www.MyVerizon.com. If you need *************** assistance, please contact ********************* at ************.
Respectfully,
Victra Guest Relations Team
Initial Complaint
Date:05/18/2023
Type: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.
Turned in my iPhone 12 Pro *** to Mr. *********************** at this store for a $1000 trade in credit towards a new $1100 Iphone 14 which the store was having a promotion for. Now the store has no record of the phone being traded in and have no idea where the phone is. Phone serial #***************. I paid the extra $100 on my credit card so the iphone 14 phone would be paid off and for the last 3 bills, ******* has been charging me $28.05 a month for the iphone 14 which is suppose to be paid for. Went down to the store twice and spoke to ********************** and the store manager but they dont seem to interest in resolving this problem.Business Response
Date: 03/07/2024
Hi ***,
Thank you for contacting Victra! We received notification that this has been resolved by our store leadership. If there is anything further we can assist with please do not hesitate to reach out to us by emailing *********************************
Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:05/16/2023
Type: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.
This past December, I added a line on for my daughter to my phone plan. My son and my husband were on a plan with *******. They had just recently paid both of their phones off so I brought them from ******** to my ******* plan. Whenever we were getting the new phone for my daughter, we were offered a promotion and a trade-in credit of $800 so my husband traded in his iPhone 11 that was in perfect condition and he got the iPhone 14. We were told that the changes would reflect on our bill in 2 to 3 billing cycles so its now May and I hadnt seen any changes so I requested a callback from ******* and when I received the call, I explained the situation and the woman that I spoke with told me that they had never received a phone and then asked me if I took it in the store or if I mailed it and I told her that I had turned it in in store so she told me that I should go to the store and ask if they have the phone there and that maybe they forgot which account it went to and thats why it wasnt processed. So I went to the store and asked and the guy that and he looked around in the back and brought out an iPhone and asked if it was it which it was not and then he went on to tell me that he believed me that I had brought a phone in there and that around that time that they had a guy that worked there and the guy had got fired in February because he was trying to buy a customers phone instead of letting them do a trade-in, he also went on to tell me that it was rumored that the guy was stealing phones and taking them and selling them at GameStop. He told me that he believed me, but that we were going to have a hard time proving it because there was no record of it. I asked if they had cameras in the store and he said yes so I told him when I turn the phone in and gave him a time frame and he said that he needed to talk to the manager, and that he would be in touch. I have reached out to ******* and Victra and no help from eitherBusiness Response
Date: 05/22/2023
Hi *****,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that this was resolved, and they have contacted you. Please if you have any questions, feel free to send an email to *********************************
Thank you,
****************;
Initial Complaint
Date:05/15/2023
Type: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 bought a ******* SMS906 Galaxy S22 Plus 128GB-Green phone on Oct. 4, 2022. I returned it on Oct. 23, 2022 because of voicemail issues and paid a restocking fee of $50.00. I noticed on my February bill that the device was still showing up and I was being charged for the $1,000. I contacted ******* on March 27 and was told the issue was fixed. The charge still showed up on my next bill, I called again and was told it was not a ******* issue because the store which sold it to me had never returned the phone to the ******* warehouse and I needed to go back to the store. I did so. The manager, ********************* (who was not working at this store when the refund was not processed correctly), has been trying to rectify it, but his bosses have not taken care of the issue. I have returned twice to the store to continue to be told that it is being worked on. I checked my ******* bill this morning and the phone charge is still showing up. It says I owe $777.56 for the phone. So I need to have the $777.56 removed and be reimbursed $222.44 that I have already paid.Business Response
Date: 05/24/2023
Hi *******,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that they have contacted you. Leadership stated that they've been working with their **************** on a resolution. Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************
Customer Answer
Date: 05/25/2023
Complaint: 20061520
I am rejecting this response because: the resolution is taking way too long. I was contacted by Victra on May 18 saying they were working on a solution which included me being the middleman in the payoff to ******** I conveyed to them my belief is that it is a issue that Victra and ******* need to work out between themselves and the charge for the phone and, the repayment of the amount I've already paid by their error, be deducted from my account. I still have not seen the changes on my bill and my next bill is due.
Sincerely,
*************************Business Response
Date: 05/25/2023
Hi *******,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that they have contacted you. Leadership stated that they've been working with their **************** on a resolution. Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************Customer Answer
Date: 05/26/2023
Complaint: 20061520
I am rejecting this response because: There is no resolution in the response. They have been working on this for two months and nothing is resolved.
Sincerely,
*************************Initial Complaint
Date:05/11/2023
Type: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.
On April 17th, I purchased eargo 7 hearing aids (over-the-counter) at the Victra ******* store in ********* **. There was a coupon for $300 that the store said they would honor. They did not. There was a problem with the hearing aid from Victra and eargo sent a new pair that worked better but still some issues developed over the next few days. I made the decision to return them. The Victra ******* store said they could not accept the return due to an inventory issue. Talked to eargo, then Victra,then eargo,then Victra, then eargo, then Victra. Each time Victra refused to accept the hearing aids as a return. ***** said to contact **** at the local store, I was told **** doesnt work there. Very poor communication, going through switchboard, I was told there is not a phone number for the store. The hearing aids were financed by the Victra store through a third party lender.Since I am out of town, I would prefer to mail them back to Victra as soon as possible and receive evidence that the financing has been cancelled. The closest store 40 miles from my location.Business Response
Date: 05/17/2023
Hi *****,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that they have contacted you and are working on a resolution. Leadership stated "I've reached out for assistance with returning an Eargo device that is not ********************** inventory, I've spoken to the guest and set expectations for a follow-up." Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************
Initial Complaint
Date:05/09/2023
Type: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.
May 2 I took my elderly disabled roomate to what we thought was a ******* store She was having issues with her phone We were there less than 2 minutes when the incompetent salesman named ******************** insisted she need purchase new phone$194.35 Big chunk of change for the fixed income she receives.After one hour plus of ********************* dealing with technical issues we were told she was all set Once home she could not use the phone except to turn it on and off The next day we went to a different ******* store (a real ******* store) where the employee fixed her original phone in minutes He had everything restored and she was satisfied When I went back to the fake ******* store otherwise known as VICTRA ************************************************************** ************ They showed me a receiptthat was never received by ************************* or signed by her It does state no refunds This was clearly a case of elderly abuse by taking advantage of her shortcomingsBusiness Response
Date: 05/16/2023
Hi ********,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that this was resolved, and they have contacted you. Please if you have any questions, feel free to send an email to *********************************
Thank you,
*********************
Initial Complaint
Date:05/08/2023
Type: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.
Filed a complaint earlier in this company due to deceptive business practices. Received a call 6 weeks ago and after visiting with rep, they agreed to send me a cord for my wall chargerwhich I was told I had to have but my old one worked fine. I have since responded several times and told again he would send cord. STILL NOTHINGpoor customer service as I said in my earlier review (which I deleted after he agreed to send cord). DONT BELIEVE A WORD THEY SAY TO YOU!!!Business Response
Date: 05/11/2023
Hi ****,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. I was made aware from the store management that this was resolved, and they have contacted you. Leadership did inform ** that they've contacted you and made you aware there is a replacement cord waiting for you at our Store Lake Location. Please if you have any questions, feel free to send an email to *********************************
Thank you,
****
Customer Answer
Date: 05/11/2023
Complaint: 20027857
I am rejecting this response because:
Didnt receive charging cord even though he says he sent!!!!
Sincerely,
*************************Business Response
Date: 05/11/2023
****,
Leadership Stated that they have connected you, invited you back into the store to pick the correct charging cord. Please visit our ********** location, to pick up the charging cord.
Respectfully,
****
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.