Complaints

This profile includes complaints for Victra's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Victra

  8510 Colonnade Center Dr STE 300 Raleigh, NC 27615-5861

  
• 

  Victra

  100 N Dupont Hwy New Castle, DE 19720-3102

• 

  Victra

  851 Saint George Ave Woodbridge, NJ 07095-2514

• 

  Victra

  7029 Forest Hill Ave STE A Richmond, VA 23225-1625

• 

  Victra

  3211 Forest Brook Rd STE A Lynchburg, VA 24501-3001

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:02/02/2023

  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.

  The attachments below describe the basis for the complaint against ********

  

  Business Response

  Date: 02/07/2023

  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 has communicated to you that they will partner up with their leadership and **************** to work on your concerns regrading the ******* Business Gateway. They will also be working with ******* Customer service to get the device payment agreement sorted out for the device you returned. Please if you have any questions, feel free to send an email to *********************************. 
  

  Thank you, 
  

  *********************

• Initial Complaint

  Date:02/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for services not rendered by this business. A $29.99 USD charge on my invoice was charged for data transfer from my old phone to my newly purchased phone, however, I performed that data transfer on my own in my car outside of the business. I was charged $39.99USD for a charging adapter which I stated I did not need and the salesperson stated was included with the purchase of my phone. I was given, in multiple instances, verbal confirmation that the trade in value of my phone was $440 and only received $350 for the trade in. This company is scamming customers by over valuing the trade in of their devices and then not providing the full payment amount agreed upon. They are adding charges for services and products that they are not rendering and are verbally stating as “included in the purchase” when they are not. Victra is an authorized retailer for Verizon and when I reached out to Verizon customer service regarding my experience they stated there was nothing they could do. This company is involved in fraudulent sales and misrepresentation of another company and scams customers out of money by adding additional fees and prices for products after a trade in agreement is made. See attached invoice

  

  Business Response

  Date: 02/07/2023

  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 will be applying a
  $110 credit to the guest account for the errors. Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  **** ******

  Customer Answer

  Date: 02/07/2023

  
  
  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:01/22/2023

  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.

  January 3 2023 we purchased new phones at Victra in ******** Ky. We paid all taxes on the devices and were told our bill would only be $3 more each month. Our first bill was nearly triple the amount. When we went back we were told by another store employee that the salesperson had lied to us. He marked his name out on the refund page and told us not to mention his name to corporate when we complain. Lying about the cost of products and plans seems to be a normal practice for Verizon and Victra.
  We want them to adhere to the cost we were quoted or refund all of our money.
  Thank you.
  ****** and ***** ******

  

  Business Response

  Date: 01/24/2023

  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 this was resolved, and they have contacted you. Leadership stated the following " This guest has been contacted. She previously returned all
  the devices except one. The *** is applying credits for activation fees ($105)
  today. The guest also had not traded in a device that was required for a
  promotion. She is going to trade that in so we can apply the promotion." Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  **** ******

• Initial Complaint

  Date:01/18/2023

  Type:Product 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 ordered two apple phones on December 3,2022 I never picked them up so I was told they would send them back to Verizon. Verizon finally verified on January 16,2023 that they kept them in their own wearhouse and this is why I’m being charged 594.00 this is not correct and the real Verizon store told me this was very dishonest of them . I have tried to fix this bill several times with them as well as three trips to the retailer and I’m always told to come back and it’s taken care of. As far as the Apple Watches and the Google phone I did pick up I was lied to at this store about my bill and lead to believe something completely different so I returned the one watch within 14 days and another and the phone within ten days with their worry free money back guarantee , all at the same time on December 18,2022. When I did this they never turned off the numbers so I was charged a full month and that bill was 433.00. As you can see I was given tracking number and have the return date . I can’t tell you the duress this has caused me to try and fix these bills and yesterday I was told by Verizon that they are being dishonest and continues to hang up on the women helping me . Her name was ***. I also sent emails to Verizon to a lady named **** with these receipts but that made it worse as she turned off the numbers after thirty days l (cause the store didn’t do it ) and I got charged for a buy back. This is not fair to me that I have to go through this over and over with no resolution . I can’t help it they didn’t send the phones back I never even picked up or turned on I also paid the taxes at the store for 232.00 and Supposably I was given refunds but out of that they charged me a restocking fee for the “worry free money back guarantee “ this is all misleading I’m not a lawyer to be able to read contracts please help I would like to resolve this. Further more when all this occurred they cancelled the warranty on my phone and never told me so I can’t get my phone fixed

  

  Business Response

  Date: 01/23/2023

  Hi ****,  
  

  Thank you for contacting us through the BBB, I apologize for any inconvenience this *** 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:01/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2021 I purchased a new phone from this Verizon Wireless location. I was told I was getting $800 for my trade in phone (then I would owe $400 for the new phone I purchased). I surrendered the phone at the time of purchase. I never received the $800 trade in credit. Since then I have paid over $700 towards the phone that I was only supposed to owe $400 on from the start. I have been in contact with many people from this location for the last 4 - 6 weeks. I have been told a couple of times that they will only give me a $300 credit since the purchase was over a year ago. I had asked that they honor the deal that I was supposed to have received and have been denied that request. I was told today that I would only get the $300 credit. However, now I'm being told that this $300 credit will be given to me in increments. So now they are giving me a $10/month credit for 30 months. I think this is completely ridiculous and there is no reason for the store to no honor the deal I was supposed to have, let alone try to give me a discounted credit in increments over the next 30 months. I'm sure this is their way so that if I terminate my contract, that they will not have to pay out the $300. I feel that the store should honor it's original deal since it was their fault that the credit was not given to me in the first place. I've been a customer of Verizon Wireless for at least 10 years and have made numerous purchases from their stores. I am looking to retain the lump sum credit of $800 that I should have been given at the time of purchase. I would like this credit to be placed on my account so that the remaining balance of what is showing to be owed on my phone is paid off, then the additional $300 be credited to my Verizon account. I'm not looking for a monetary refund or cash in hand of any kind. I just want the correct credit that I should have been given at the time of purchase for my old device.

  

  Business Response

  Date: 01/18/2023

  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: 01/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Their solution is a $300 credit paid out over 30 months. A $10/month credit is what they are willing to compensate for the next 30 months. In lieu of the $800 credit that i should be entitled to receive. I do not feel that this is a satisfactory or reasonable solution to this ****er. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 01/23/2023

  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 is going to "get him a
  credit of the $500 for his trade, combined with the 300-billing credit he will
  get the 800 dollars". Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  **** ******

  Customer Answer

  Date: 01/23/2023

  
  
  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:01/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I forgot the exact day I signed up to get service with Verizon I ****** Ohio store.the sales person told me he is going to give me 4 phones with reasonable price & with all agreements he told me to come back after 3 days which i did. But what he told me first is different for what I get then I said give me my money back he refused then I called police. He took his equipment & gave me my money back then the agreement ended. After that they keep send me a bill I don’t know what for so I need your help

  

  Business Response

  Date: 01/25/2023

  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 has made you aware that they've partnered up with Verizon and are actively working on removing the debt from your account. Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  **** ****** 

  Customer Answer

  Date: 01/25/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ****

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair 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.

  We traded phones in for the current phones we have now. We were not told that the trade in credit could only be applied to the specific device we were given. I even asked is we were to want to upgrade again if we would still be able to use the credit from the devices we turned in and they said yes. I was very mislead because I went to an actual verizon store and they told me the information I was given was false.

  

  Business Response

  Date: 01/13/2023

  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: 01/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the matter was not resolved. They apologize that there associate misinformed us but we still arnt able to get the credit to go towards a new upgrade . 
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:01/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DECEPTIVE PRACTICES AT THIS STORE. Visited the Victra store on ******* Road in ***** ***** on 12/31/2022 and dealt with ****** and *********. This store makes a habit of lying to their customers apparently. Went in to upgrade my phone. Was told, word for word, that I would pay sales tax and a device upgrade fee. I get home, check my bill and my receipt and find out that was NOT my upgrade fee, and that this was a actually a “set up fee” just to transfer my information over to my phone and I was in fact getting charged that upgrade fee on my next bill. Had I known they would charge me this, I would have said no. I’m very capable of transferring my own information via iCloud backup. Will never be back to this store again and will make sure to only visit the REAL corporate ******* stores going forward. I want my $30 back and for these employees to be up front and honest with their customers.

  

  Business Response

  Date: 01/02/2023

  Dear *****, 
  

  We’re sorry to hear about your unpleasant experience at a Victra location! We have researched the transaction and have posted a one-time credit to your ******* account for the amount of the Set Up and Go fee. Here is the reference number for the applied credit **********.  We apologize for any inconvenience this may have caused and do hope you’ll return to one of the many Victra locations. If we can be of any further assistance, please contact us via email at *****************.  
  

  Respectfully,  
  

  Victra Guest Relations Team 

  Customer Answer

  Date: 01/02/2023

  
  
  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. 
  

  Victra - thank you for rectifying this situation. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/31/2022

  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 traded in a phone with the agreement of a $800 credit. They have never credited the money after multiple attempts over the last year to get them to fix the problem. I've asked for them to either credit the money or return the phone and they have done neither just giving me the run around.

  

  Business Response

  Date: 01/10/2023

  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 has informed us "that Verizon
  is issuing the full credit for the guest. This issue is taken care of."  Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  **** ******

  Customer Answer

  Date: 01/15/2023

  
  
  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:12/27/2022

  Type:Customer Service 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 had purchased an upgrade to a Verizon phone online for a Christmas present as this store showed that it was in stock. I went to pick it up and they told me that they had the order but that they were holding it for other customers, I asked them if the other customers had already paid for the phones as I had and again they said they were on hold. In the meantime another customer came is ( who was very friendly using the word "bro" to say hi) and they said - Hi we have your phones we were wondering if you were ever going to come in and pay for them. Extremely unprofessional and I had to then go through Verizon on the phone for over two hours to get a refund for the phone I purchased and get another phone ordered to be directly shipped.

  

  Business Response

  Date: 12/27/2022

   

  H* ********  
  

  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. The device you order with Verizon Customer Care was already on hold for another guest. Unfortunately, Verizon Customer Care can only see that our location has the device "in stock" but they do not have the ability to see that the device is a Dfill for another guest who came into the store weeks ago and order the device.

  Respectfully, 

  **** ******