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:09/20/2022
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.
Date of transaction: 9/18/2022
Merchant: Victra (Verizon Wireless Authorized Retailer)
Location: **** ******** **** ********* ** ***** Phone: ###-###-####
My son went into the store to upgrade his iPhone 12 to iPhone Pro 14. Verizon was offering $800 trade in towards upgrading to a new phone. The sales associate, **** M, told my son to grab a case for the new phone and a screen protector and a new wall charging block since the new phone does not provide one. My son clearly told the sales associate that he doesn't need any of those but the sales associate told him it was a packaged deal, all included. So my son agreed. Later, when the bill was sent to me because I am the account holder, they charged for the phone case, screen protector and the wall charging block on top of charging $30 "service fee" for installing screen protector and the case. I sent my son back to the store to get it all refunded and the "assistant manager" named ****** U told my son that everything was "non-refundable." I got on the phone with the assistant manager and told him of their shady business practices and demanded a full refund. We got into an argument and as I was continuously talking on the phone, I felt a total silence from him. So, I stopped and say "hello" several times but nothing. So, the assistant manager didn't want to hear any of my complaint so he just decided to simply walk away from a complaining customer. It was only after my son decided to call Verizon right in front of him, he decided to call his manager and his manager decided to refund only the case and the wall charging unit. He told my son that the service fee and the screen protector isn't refundable because they cannot take that back. So, 1st they scam customers by lying through their teeth, 2nd they lie to customers that all sales are final when that isn't the case, 3rd, they simply hang a customer out to dry by simply walking away from phone conversation.
Business Response
Date: 10/01/2022
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. Attached is both refund invoices. Please if you have any questions, feel free to send an email to *****************
Thank you,
**** ******
Initial Complaint
Date:09/12/2022
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 Sunday, 09/11/2022 my wife and I were told over the phone that we could upgrade to an iPhone 13 mini 512 GB at no charge, but that we would be required to go in person to the local retail location. We made an appointment for 8:00 pm. I received an appointment confirmation via email.
We both heard the representative confirm that the new iPhone 13 mini 512 GB would be free with a trade in of my existing phone.
When I arrived I was told that the phone was not free and that it would cost $400 (with a trade in if my existing iPhone). I was also told that this type of thing “happens a lot”. I was told to call Verizon directly since this was “probably an error from Verizon”, however, the email confirmation was from Victra.
This is a clear case of intentional bait and switch. According to the Victra employee this is a common practice used by Victra.Business Response
Date: 09/14/2022
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, if you could please email me more information at *****************
Thank you,
**** ******
Initial Complaint
Date:09/10/2022
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 9/09/22 Verizon Victra ( ******* SC location) refused to deal with their error in selling me an Apple Watch that did not have all the functions that my previous watch had , I requested that new watch do everything and support all apps of my prior watch at time of purchase. They said 30 day Verizon time frame had expired so they could do nothing. Victra employee made the mistake and Victra should rectify their error.
***** ******** is the Victra store manager who refused to do anything and she consulted with her Victra supervisor ******** *******.Business Response
Date: 09/14/2022
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 attempted to resolve this issue. The device was purchased on 5/25/2022, you returned to the store on 9/9/2022 asking to exchange
the watch for one that had a specific app/feature. When the manager asked you why you waited so long to come in you said because you had not used the watch. The manager explained to you that we would not
be able to exchange or return the watch because it was past the 30 days of
purchase which the customer knew because you told the manager, yes, she told me
that. Leadership did try and see if the system would let them return the device. It would not allow
the return therefore the manager apologized to the customer letting you know
again that it would not allow us because she was past the 30 days. Please if you have any questions, feel free to send an email to *****************Thank you,
**** ******
Customer Answer
Date: 09/15/2022
Complaint: ********
I am rejecting this response because:I did not receive any apology and I did not know of the 30 day return policy. Management refuses to accept responsibility for the error made by their staff who sold me an incorrect model of the watch. They persist in trying to blame me and disregard my many years as a loyal customer of their store. They would rather have an unhappy customer and lose my business and perhaps the business of others I will tell about this experience than to accept responsibility.
Sincerely,
***** ********Business Response
Date: 09/15/2022
Ms. ********,
The 30 day return policy is posted as well as available on the invoice. I apologize for your frustration regarding your watch and your desire to exchange it, however, we care unable to do so beyond the 30 days.
Respectfully,
Victra Guest Relations
Initial Complaint
Date:09/09/2022
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.
2-7-22.
First payment $195.96. And they started charging $65.45monthly i was never informed about this deal. The business was providing me a promo deal. Which included the plan for $45.00 and the device for $1 monthly and this wasn’t never applyed to me during the period time. I talked to employee , manager and they didn’t give any answers, they ignored me, very unprofessional.
I had to go to different business store for Verizon and they explained to me a little better, they said this offer doesn’t exist anymore. I talked to customer service which they supposed to help me with my bill. They did only 1 billing cycle and it went back to normal $65.00. I had to check again and employee said we need to resend the application again to be approved this application supposed to be approved 9 months ago. And I want to discontinue service with this company because they never could fix this problem. Business never try to resolve this problem. Now they want me to pay $391.00 for the phone, this deal was never made this way. This is my last hope here.
Hopefully someone can help.
Account# *********Business Response
Date: 09/14/2022
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, if you could please email me more information at *****************
Thank you,
**** ******
Initial Complaint
Date:09/08/2022
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.
Went to the ****** *****, IL location to pick up my new iPhone that I was going to trade in for credit. They took a look at my account and saw that I had been a Verizon customer for over 20 years, and was offered another $300 rebate for being a long time customer. They said to choose $300 in accessories, pay now, and then I would receive the rebate on my statement in about 8 weeks.
There were a few issues. They said their 'system was down' so I would have to pay exact cash. I ran all over the area looking for an atm. I then pay for my accessories and leave. However, I still have not received the rebate and it's been 3 months already. I have called numerous times, each time they say they are going to e-mail me some kind of code that indicates the rebate I should get, so that I can give the code to Verizon. Every week I have records of calling them to attempt to get this 'email'. One of the employees texted me asking for my e-mail confirmation to email me, but I still have not received anything as of 3 weeks. Each time I call it's a new promise by the employee Bryan at this location. The representative that actually told me about the rebate was another employee *****
I believe they scammed me and there is no rebate. If this isn't resolved I'd like to file a small claims suit.
I should have saw the red flags when every single customer that came in while I was in the store was complaining about their communication and lies that they told customers.Business Response
Date: 09/13/2022
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, if you could please email me more information at *****************
Thank you,
**** ******
Initial Complaint
Date:09/06/2022
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 January 8, 2022 we went to the local Verizon authorized retailer (owned by Victra) and signed up with their wireless service. We traded in our 4 phones for new phones. Under the promo, we agreed to pay the difference for 3 of the phones so we did not have any need to finance them, and agreed to finance one Samsung phone. We paid $10, $110, and $200 for (Apple iPhone 13, Apple iPhone Pro Max, Samsung SMG996 Galaxy S21 Plus 5G) and agreed to finance $1000 for the last Samsung phone.
Since that time, we have been grossly overcharged. We go back to the store in *********, Mo, where the manager, *****, tries her best to get someone on the phone to correct the situation and attach our promotions. We have spent many hours on many different occasions at the store with no resolution. We are told it will be corrected, and it never is. We have personally called the Verizon numbers dozens of times, with no luck. They don't know how to fix the problem and usually tell us to go into the store. I have emailed and texted people at Victra with no success.
Our phones have been shut off 3 separate times. Each time we communicated with the company IN ADVANCE about our concerns and were always assured the problem would be rectified, and our phones would not be shut off. Yet they were. We have been asked to overpay on our bill multiple times, and when we do, then nothing is corrected. No one has been able to make any sense of the bills random debits/credits.
I spoke on the phone with a Verizon rep, her name was Pam at extension 1090, on August 30, 2022. She assured me the situation was resolved and from now on my bill would be $193/mos plus tax/fees. She even sent me a confirmation email stating that my bill was current and the amount I would owe going forward, which I will attach with this complaint.
Upon reviewing my bill, I see nothing is corrected. Since we have been trying to get this resolved since January 2022, I now realize I need outside assistance.Business Response
Date: 09/07/2022
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 they have been in contact with you for two weeks. Leadership has already issued credit for your bill without autopay, reconnect fees due to several late payments and a differences in a phone cost that was disclosed to you originally when you first purchased your device. Leadership has also made us aware that you have had 2 large payments get denied for insufficient funds. Leadership also emailed and asked to speak with you via a phone call, so they can further assist you by calling Verizon Customer Care and never got a response. Victra leadership has done all that we can do for this guest. Please if you have any questions, feel free to send an email to *****************
Thank you,
**** ******
Initial Complaint
Date:09/06/2022
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.
I went to this verizon store to set up a new line on a phone I already had, the employee gave me false information regarding trading in my phone would be a cost savings because I was eligible for an upgrade. After being there for 2 hours I was then hit with a almost $700 bill for all the stuff he said was part of a bundle with the phone. As it was closing and I had three kids waiting on me at home to go to bed I paid and left unhappy. I then went back to try to undo everything and was still left with a bill of around $300 and a mess on my verizon bill because he had switched my plans which took away my discount through my employer without my consent. I left one phone case behind that needed to be returned and was told by the manager I would get a $44 refund and when I went I only got $11 refunded, both times I did not get a printed receipt and was told printer was broken. Tried to go to an actual verizon store because I did not realize at the time that this wasn't an actual verizon store but only an authorized dealer. Lesson learned, hope someone else doesn't have to go through this.Business Response
Date: 09/13/2022
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. Please if you have any questions, feel free to send an email to *****************
Thank you,
**** ******
Customer Answer
Date: 09/18/2022
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:09/02/2022
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.
Verizon had a deal to turn in your phone and receive an Apple phone. The phone would be worth $1000 and you just had to pay the difference for the new Apple phone. I did this and they received the Samsung phone I had in April 2022. I brought home an Apple phone and owed $210 on it.
Well Victra gives a credit each month for the phone you turned in, instead of the $1000 whole credit which is what you should receive when you turn in the phone, to make you stay with their company for at least 2 years. They do not tell you this when you get the phone.
This is robbery, it is stealing. Their coverage is not that great in my area and I need to change carriers. Plus, my bill is so eradicat and shouldn’t be. I am being way overcharged.
I will never deal with this company again. They already received the $1000 phone and I should have been reimbursed immediately for it. This is not customer service, this is the company out to make more money for itself.
I would like to pay the $19.70 I owe and have my phone unlocked so I can go elsewhere for business.Business Response
Date: 09/06/2022
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, if you could please email me more information at *****************
Thank you,
**** ******
Initial Complaint
Date:08/31/2022
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 visited the store in November of last year and I told the representative that I wanted to start up 2 new lines with Verizon. She told me that they had some great offers for customers switching over from **** I then proceeded to order two iphone 13 pro maxs because the sales rep told me that Verizon would give me a $800 trade in value for my iphone 11 and $1000 dollars for my iphone 12. The phones were not in stock but she told me that they would be shipped out within a month. A month later she called me and told me that the promotion was ending and I needed to come in now to get my trade in value. I came into the store and she asked me if I wanted to pre pay for the phones or put them on a billing plan. I said for the iphone where I was getting $1,000 i would prepay and for the other phone I would put on a payment plan. So I paid the representative over $200 for that phone which included taxes and fees and over $100 for the other phone because it included taxes and fees. After which the sales rep said Verizion would mail me a box so I could ship the phones in. Long story short I finally got a box from Verizion, and they only gave me credit for a fraction of the amount that was promised. Victra refuses to call me back or help with the issue when I go into the store. This store took my two phones and charged me over $300 and will not give me any credit for either.Business Response
Date: 09/06/2022
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, if you could please email me more information at *****************
Thank you,
**** ******
Business Response
Date: 09/13/2022
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. Please if you have any questions, feel free to send an email to *****************
Thank you,
**** ******
Customer Answer
Date: 09/13/2022
Complaint: ********
I am rejecting this response because: I spoke with the store manager today and he said that it would be resolved in a matter of two weeks. I would like to keep the complaint open until it is resolved and the money is in my account. As I have been promised resolution in the past but it hasn’t come through.
Sincerely,
******* *****Initial Complaint
Date:08/31/2022
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 6-23-2022,my wife and I went to the Victra-Verizon store at ******** ****,Va. We were told that we could upgrade our phones under a special at no cost for the new phones. We agreed to do so,got our receipt and it reflected the cost of the new phones being deducted. However when I get my monthly statement it reflects a device payment for each one. I have been trying to get this resolved but cannot get anyone to help me. All I have been able to get is the store managers name"********". She will not call me to discuss this. Frankly I feel we were mislead and lied to.We would like for Verizon to honor their original proposalBusiness Response
Date: 09/11/2022
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. Please if you have any questions, feel free to send an email to *****************
Thank you,
****
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.