Complaints
This profile includes complaints for Victra's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 436 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:11/18/2022
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 had purchased a phone in June at this location I had had nothing but problems with the phone I went in within 30 days to try to exchange it they did not allow me to I had made multiple complaints with Verizon they told me to go back to the store once I had they finally told me I was out of my warranty but then finally granted it but then they were supposed to order me a new phone since they did not have the correct megabytes I had been going back-and-forth with the store multiple times I'm trying to get my phone corrected once again the phone was not Working properly went back and again during the hurricane that we had they gave me a new phone which then started not working correctly once again I had photos that were supposed to be transferred to another new phone That were for clients insurance he was supposed to transfer at once again deleted all of them and now I cannot get them for my clients insurance claims.. They're trying to blame since the phone screen broke and he made it go black and I think he accidentally reset it to the He insisted he did not however I think he did and he had told me my phone had backed up I do not know what they continuously keep doing with the phones and they continuously do not contact me back I've given them my log in account information and they keep giving me the run around the store has done nothing but change over in employees and In management Verizon has turned into a absolute horrible Company with incompetent employees ..
Business Response
Date: 11/21/2022
H* *******,
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 attempted to assist you on multiple occasions. Leadership assisted with returning and exchanging a device that was well over the 30 day refund and exchange policy. The set up and go fee was waived, her pictures were not
backed up. Our store team was unable to get her photos onto her replacement device. Please if you have any questions, feel free to send an email to *****************Thank you,
Amya
Customer Answer
Date: 11/23/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
******* *****Initial Complaint
Date:11/17/2022
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 husband and I traded in our 2 Iphone 11's that were in working order for the newest Iphone 13's with a larger memory. The promo to receive each new phone for $100 each which is split into $3 per mo for 36 months. We were unhappy from the beginning because we were told we could not just pay the $100 per phone but we had to finance it. Then there were extra charges like activation charges that kept piling on before we walked out the door. Every since that trade they have continuously billed us for one phone as though we did not trade in one of our Iphones. You can see in the attachments that we are continually being charged $25.27 a month for a phone. We traded in a phone, so $22.27 should be credited every month (as we are only paying $3/mo for 36 mo.) There is never a credit....we just keep paying. We have called them and tried getting it sorted out from the beginning. Each month our bill has not been correct and we keep getting overcharged. We spent over 2 hours on the phone (which should be documented and recorded from Verizon) trying to get this over charge figured out. To be told it was all good and everything will be credited to my next bill and are further bills will be correct, only to have the next bill wrong and higher.
We have went into the store and spoke the three individuals including the store manager - all of which assured us that they have it corrected this time. Our latest bill is worse than ever now, we are being charged on a phone we own on a separate number, our bill is $100 more this month than it's supposed to be. Nothing has been resolved after hours of time off work and phone calls. We have been overcharged every month since we traded in these two phones and we want this nightmare to end please.Business Response
Date: 11/22/2022
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 back with Verizon on
verification of the trade and promotion. Leadership has set the expectation that they will be following up on the
amount owed by close of business Wednesday November 30th. Please if you have any questions, feel free to send an email to *****************Thank you,
**** ******
Customer Answer
Date: 12/09/2022
Complaint: ********
I am rejecting this response because:This is in response to the 1st complaint (see below - complaint #********) that STILL TO THIS DAY isnt resolved. I sent in a complaint, they responded they needed a week and would get back to me by Wednesday the 30th. So I waited and the BBB closed out the complaint. I got a call and the guy said he needed till the 30th. No call on the 30th, I had to text him *see attachment. He said he needed till Wed the 7th..still no call and its the 8th. They obviously dont want to help. I want the money they took from me and to be done with this company. My husband and I traded in our 2 Iphone 11's that were in working order for the newest Iphone 13's with a larger memory. The promo to receive each new phone for $100 each which is split into $3 per mo for 36 months. We were unhappy from the beginning because we were told we could pay the $100 & not finance it. Then there were extra charges like activation charges that kept piling on before we walked out the door. Every since that trade they have continuously billed us for one phone as though we did not trade in one of our Iphones. You can see in the attachments that we are continually being charged $25.27 a month for a phone. We traded in a phone, so $22.27 should be credited every month (as we are only paying $3/mo for 36 mo.) There is never a credit....we just keep paying. We have called them and tried getting it sorted out from the beginning. Each month our bill has not been correct and we keep getting overcharged. We spent over 2 hours on the phone trying to get this over charge figured out. To be told it was all good and everything will be credited to my next bill and are further bills will be correct, only to have the next bill wrong and higher. We have went into the store and spoke the three individuals including the store manager - all of which assured us that they have it corrected this time. Our latest bill is worse than ever now We have been overcharged every month since we traded in these two phones
Sincerely,
*********************Business Response
Date: 12/12/2022
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 they have contacted you. " Leadership got confirmation from ******* that one line is receiving a credit for her trade however the *** period had not ended. The credit for that line will begin on the next bill. The second line does not have the promotion because they did not receive the trade. As I research more on our end to hold accountability the customers will be credited for that line that qualified for a $800 trade in. This has been communicated to the customer. The customer understands his bill and will be expecting the check." Please if you have any questions, feel free to send an email to *********************************
Thank you,
****************;
Customer Answer
Date: 12/14/2022
Complaint: 18404857
I am not rejecting this response but I do need more addressed that hasnt been resolved. I will accept the $800.BUT I need in writing that I will not be charged the $3/month the next 36 months per the promotion. Once I pay off the phone I shouldnt be charged that anymore. And I was also verbally told that on the phone as well by the manager.the next issue I mentioned in our compliant is that phone number ************** says it has a balance due on it and we are being charged monthly for that phone too. looks to be around .27 cents a month. Why does it show a balance on that phone? We brought that phone to the plan and added it.
Sincerely,
*********************Business Response
Date: 04/16/2024
Hi ****,
Thank you for contacting Victra! We appreciate you taking the time to speak with us regarding this complaint. We apologize for the inconvenience this may have caused and we are glad to hear that this has been resolved. If there is anything we can do please reach us directly at ********************************* for any further assistance.
Respectfully,
Victra Guest Experience Team
Initial Complaint
Date:11/17/2022
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 9/16/22 I went to the Verizon Store in **** *****, CA to inquire about switching from **** to Verizon. I wanted to work with actual people who would be honest. Salesperson ***** ******** told me I could switch to Verizon for $155.55/mo. I told her NO that I could not leave **** for that amount. She said that with my husband's military discount I could have a monthly bill of $120.55. I told her that that was the ONLY number I could do. She verified with the general manager of the store who confirmed this amount. On 9/17 my husband and I went into the store to switch. I have 3 pages of calculations and notes showing discounts and amounts. She put in writing that my first bill would be $303.04 on 10/6 because of the activation fees. It was $443.34. A $140 increase. She wrote that the second bill (11/6) would be $198.04 bc the promotions would not have kicked in yet. It was $246.01. $47.97 higher. She wrote that it would correct itself on the third bill at $35.57; that bill is slated to be $205 on 12/6. My 4th bill and monthly payment was promised at $12O.55 +/- $10 for taxes and fees. I was told 11/11 that my bill is $235. DOUBLE the amount I was quoted and agreed to. 11/7 I called Verizon 611 multiple times; I called ***** ******** at the Verizon store. On 11/8 Verizon rep ***** ******* initiated a conference call with ***** ********. She kept saying she needed to send me a verification code to look at my account while also refusing to do it. On 11/9 ***** initiated another call to the GM. The Asst Mgr changed her story 3 times as to when he would be available and after 5 days there has been no call back. I have been on Verizon Msgr from 11/10 until today 11/13 with no resolution. The GM of the store was aware of and encouraging the fraud. There is more duplicitous activity but your character limit prohibits me from explaining the rest of the deceit, fraud and theft these people committed by making me purchase accessories I was unaware of. Pls help me.Business Response
Date: 11/22/2022
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. A $250 credit has been issued back to the customer. Please if you have any questions, feel free to send an email to [email protected]
Thank you,
**** ******
Customer Answer
Date: 11/23/2022
Complaint: ********
I am rejecting this response because: the over charges are $330.50 for the first 3 bills not $250.00. The bill due next week is $145.00 more than the quoted price. As of Nov 23 no credits have been issued to my account. Where exactly is the $250? And when will the balance of $80.50 be made? I still do not know what my regular monthly bill is going to be. I need confirmation that it has been corrected to $124.43.The store has received returned accessory items but I have not yet received the check. I was told the amount of the check does not include shipping which was $17.05. When exactly will that be issued?
So, no, I cannot accept this response until the refunds and credits actually occur, confirmation of the monthly bill is made and the amounts are accurate. The amounts are still $97.55 short and none of the funds have actually been received.
Quoted prices from Sept 17 have already been uploaded with the original complaint as well as emailed to the store manager but I am happy to send them again if needed
Sincerely,
****** *******Initial Complaint
Date:11/15/2022
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 October 22nd, 2022, I went to this store at 2210 W Broadway because it was right next to my job, and my cell phone Galaxy S8 would no longer turn on. I spoke will a girl that worked there, brown eyes, brown hair, and she seemed eager to help me get a new phone.
She told me that they could get me into a new phone for a TOTAL of $10, which was a flat out lie. The charge is $10 per month. The lady also said that my bill would not go up but a few dollars, and that I could pay the set up charge and activation right there in the store, and since I was not able to transfer money from my savings to checking to pay with a card since my phone app for my online banking was not available at that time, I handed her $60 cash to apply for these charges.
I received my Verizon bill a few days ago, and my bill went from $85 per month to $145, nearly double my original bill. I went into the store, to the same girl, and she didn't have any answers for me, told me the charges were for something else, and didn't try to remedy the situation whatsoever.
I called verizon's customer service, and spoke with a girl by the name of ******* I believe, located in South Carolina. She informed me that my plan ha been changed to a totally different plan, and that now my bill was going to be well over $100 per month.
There is no record whatsoever showing that the first girl did anything with my cash. So, I handed cash to her to pay my equipment totally off up front, and she did not apply it. It appears as though they pocketed my cash, lied about my plan, lied about my bill, and attempted nothing to remedy the problem.
The first girl that helped me should lose her job, as well as the manager at that location that allowed such a fraud to take place.
What I want is my $60 cash that I already paid, that they stole, to be credited to my account, and I want my plan returned to what she stated it would be NOW, or I will also file a lawsuit against them.Business Response
Date: 11/18/2022
Hi *****,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. We have tried to contact you and have not heard back. We were unable to find a customer profile associated with the name, number and email you provided us. We also needed the address of the Victra location you visited. If you could please email me more information at *****************
Thank you,
**** ******
Initial Complaint
Date:11/09/2022
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 wife *** and I paid for a set up and go service smartphone with VICTRA in *******, VT on August 22 of 2022. (SKU #************) The service was supposed to include a data transfer to our new phones. We were very dissatisfied with the service that we received. Only 2 out of my 57 contacts transferred to my new phone. Furthermore, neither phone worked and we wound up having to return the phones shortly after this unsatisfactory service. When I came back I was assured by ****** R that I would receive a full refund. ****** called ***** R in my presence and ***** told ****** to issue me a refund. We have not received a refund.Business Response
Date: 11/15/2022
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 you all have came to a resolution, and they have contacted you. Our store team is just waiting for you to return to the store, so they can assist with a refund. Please if you have any questions, feel free to send an email to *****************
Thank you,
****
Initial Complaint
Date:11/07/2022
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.
purchased 3 phones plus accessories on sept 9,2022. Sept 16 had phones turned off (returned to previous carrier) Sep 20 returned to Verizon to return phones and accessories,have receipt. Oct 9 got bill for $1610.24. Went back to store questioning bill. Spoke with ***** that wrote on my file folder that he was contacting his district manager, his account manager and would get it straightened out in 3-5n days and i would get a corrected bill. it is now November 7 2022 no new bill issue still unresolved. Now everytime i call store, customer service etc get run around or shifted from this person to the next. i do not want VERIZONS mistake to cause problems on my credit score.Business Response
Date: 11/14/2022
H* ****,
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 already been in contact with you. "This guest ported their numbers out without
returning the equipment to the store. When they received a bill with the buyout
due to that mistake we then told them to return the equipment which they then
did. We then contacted care on their behalf and told customer care what had
happened and provided them with the transaction number of the devices being
returned. We could not process anything in **** because the account had been
shut off due to porting out prior to returning the equipment. So we couldn’t
access it. We provided all of the relevant paperwork and information we could
to this guest and his daughter and we did our best to help them understand what
happened and how to correct it through proper channels, they were not at least
when I spoke with them willing to listen to reason. In reality what happened was not a Verizon
mistake but a mistake due to porting out without returning the equipment." Please if you have any questions, feel free to send an email to *****************Thank you,
**** ******
Initial Complaint
Date:11/03/2022
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.
Victra is a contracted retailer for Verizon. On December 19, 2021 I exchanged my iphone ($800 trade in)for a new iphone and was to receive a $300.00 refund. I have yet to receive a credit or refund for this exchange and continue to pay the full monthly amount for a new iphone. Initially I was told that my 'old' phone could not be found in the system (lost) and it would take 1-2 months to receive the credit. Fast forward, to 2022, I call Verizon and i'm told to go to a 'credited Verizon store' in **** *****t, CA as the tele-recruiters have no record of the phone exchange - this was a 3 hr call . When arriving at the Verizon store (2 hours wait), I'm told that I need to go to the Victra -Verizon retail store as they cannot help. On October 3, 2022 I met with manager, ****** ****** at the VIctra - Verizon Store e: ***** ***** ********* ***** ******* ****** ** ****** *** ******* *** He states that the credit/refund was never processed on December 2021. ****** states he will re-submit the credit and it will take another 1-2 months and current payment credits would be retroactive. . As of today; November 2, 2022 I call the store as I have not received the refund/credit and my monthly bills are not adjusted. ******* again says it was not submitted on October 3, 2021 and he will 're-submit' again stating that it will take another 1-2 months. It has now been almost 1 year and each time the 'credit' failed to be processed. I ask that I'm credited for the full purchase of the iphone with a credit in the full amount paid (to date) due to the lack of performance and customer service in neglected this issue for 11 months and on-going. I ask that I'm allowed to exit this contract with Verizon with no penalty. Verizon Victra has failed with undue respect for the customer making all avenues to resolve impossibile to pursue. Acct *********2-00001Business Response
Date: 11/07/2022
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. Our Account Manager was able to get the missing $800 trade credit applied. Leadership has left message for the customer, but have not heard back yet. We will reach out to them again today. Please if you have any questions, feel free to send an email to *****************
Thank you,
**** ******
Customer Answer
Date: 11/08/2022
Complaint: ********
I am rejecting this response because: I do not see an credits on my portal or bill statement. I have called the manager and discussed this and he says to wait for the upcoming statement which is the reply I have received for the last 11 months.I do not want to close this claim until I see the credit.
Sincerely,
******* *****Business Response
Date: 11/09/2022
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. Our Account Manager was able to get the missing $800 trade credit applied. Please if you have any questions, feel free to send an email to *****************
Thank you,
**** ******Initial Complaint
Date:10/26/2022
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 have had nothing but problems with this business from day 1. The retailer is located at **** * ********* *** ******** ** *****. I (**** ******) and existing customer of Verizon decided to switch family plans from one plan to another within Verizon. This new plan included a group of four more people including my girlfriend that were switching from ****. During this time a promotion was available to receive a credit for a trade in of your original phone toward the purchase of a new one. 2 I-phones were traded to receive this credit and an additional two phones were purchased. At the time there was also a promotion available to receive a $350 credit per line for new customers. This should have been 2- $350 credits which is not what was received. Only 1 credit was available. An additional problem was that one of these lines had the wrong number transferred. During this original purchase we also bought an apple watch. The watch never connected to my phone after troubleshooting multiple times for hours at a time through Victra my patience had ran out. I wanted a refund for the faulty merchandise and to be finished with the store. I was then told the 30 day warranty had expired. 2 weeks prior I had been told the watch was returnable and that a manager would be reaching out. That never happened, I am beyond annoyed at this point and I want to be rid of the headache and store. I am requesting a full refund for the Apple watch including no re-stocking fee and a full sales tax refund for this item which I was promised two weeks ago.Business Response
Date: 10/26/2022
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 have provided the following information... " I have spoke to the
guest, and ultimately, he is wanting to return an Apple Watch that is
outside of 60 days. I have worked extensively with our IAM, and there is not a
way to return the device payment in omni or through Verizon systems at all,
making it impossible for us to do a return. We did offer to help with a
warranty claim to address technical issues the customer claimed to be having,
he immediately rejected this idea and is insist on returning the watch and
canceling the line. At this point he does
not want to talk to me or anyone else from Victra, and wants resolution
directly from Verizon. Our IAM is going to reach out to the
customer directly on 10/27 after talking with his supervisor to see if there is
anything they can do." Please if you have any questions, feel free to send an email to *****************Thank you,
**** ******
Customer Answer
Date: 10/27/2022
Complaint: ********
I am rejecting this response because: The manager failed to do the necessary research before immediately telling me it wasn't possible. My girlfriend and I have back and forth from this business multiple times for multiple hours at a time during our time off work to get this issue resolved. Yesterday after work, I spoke with the manager ***** again. Apparently, ***** noticed additional information within our account notes that corroborated our side of the story as far as being allowed to return the product at full cost including sales tax with no restocking fees. This was just one of the issues that we faced dealing with Victra. Not only did they refuse our return but they also didn't give the option to apply for applicable rebates which was eventually solved by Verizon, a phone number was entered incorrectly, and a dummy line that was created by Victra had not been removed like they said it had. The dummy line issue was eventually solved by Verizon also. Businesses like Victra need to be held accountable for giving false information and lying to customers. I believe we are due something additional for our 3 months of trouble but what that is I leave to the discretion of Victra.
Sincerely,
******* ******Business Response
Date: 10/31/2022
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. The guest came back into
the store yesterday and he got a customer service representative on the line
that was able to complete the return in the system as well as credit back the
amount that was paid for the service. ***** also returned the watch in RQ,
waived the restock fee, and refunded the SUGO fee. The guest called into
customer service shortly after purchasing the watch to waive the activation fee
as well. Please if you have any questions, feel free to send an email to *****************Thank you,
****
Customer Answer
Date: 10/31/2022
Complaint: ********
I am rejecting this response because: Although the original issue was resolved, I have had the worst experience with this retailer. My time is worth more than waving a restocking and activation fee. I had been shuffled around for months. Hours upon hours of my time was wasted. That’s time I’ll never get back. The question comes down to what is my time and frustration worth? I think it would be good of the company to provide some kind of apology credit to my account or discount of sorts to make up for the hassle I’ve faced.
Sincerely,
******* ******Initial Complaint
Date:10/24/2022
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.
They charged me 160.00 plus a 35.00 activation fee for a 80.00 phone that should of been free being that my old phone was a 3G plus they added a monthly warranty charge that I did not ask for I have been paying on this plan for more than 10 yearsBusiness Response
Date: 10/28/2022
H* ****,
Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. We have tried to contact you and have not heard back, if you could please email me more information at *****************
Thank you,**** ******
Customer Answer
Date: 10/31/2022
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:10/16/2022
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’m late September of 2020 I walked into this authorized Verizon retailer for me to get a new device as my one was paid off. After looking at the new iPhone or android, this store specifically told me to wait until they run their promos buy one get one free. I came back in early November 2020 after the store
Thoroughly looked over my account ,, knowing what kind of plan I had. promising that I will get the promotional credit buy one get one free iPhone. A year goes by I reached out to Verizon to make sure I am getting the promotional buy one get one free phone and the rep stated that after I pay off my device I will be credited back for the other iPhone. Fast forward to present time my device is nearly paid off from almost $1500 to me owing only 100 some dollars. I Called Verizon again to double check before I pay off my device I am getting a second iPhone for free as promised from the promotion: the rep stated my current plan I am only receiving partial credit for the iPhone. The rep also stated she will file a claim through Verizon but it does not look like it will be in my favor and get denied. I am now reporting them to the BBB for false advertisement , false promotion and for deceiving contracts. I have two lines and pay minimum 260 a month for my service which half the time doesn’t work I lose service in local areas. Please don’t let them scam any more paying costumers.Business Response
Date: 10/25/2022
H* ******,
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 informed us...The guest submitted a BBB form prior to arriving
in the store, after speaking with ** Customer Care. After speaking with me,
in-store, I was able to provide information about billing and promotional
fallout to her satisfaction. Guest was appreciative of the detailed explanation
in-store and grateful for the follow up call today. Guest did attempt to adjust
the BBB form after store visit but was unable.
All is well with guest.Please if you have any questions, feel free to send an email to *****************
Thank you,
****
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