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

• 

  Abc Phones of North Carolina, Inc.

  242 Commonwealth Dr Wytheville, VA 24382-1181

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:08/18/2022

  Type:Customer Service 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 am a loyal customer of Verizon, to the point that I purchased and have mobile and home cable services with them. I visited the store in ******** **** to upgrade my router (Due to Inet speed/connection problems) and replace a small box used for TV in my home office. After the initial transaction and receiving the equipment, I asked to see the difference a mobile plan upgrade would make for me. The rep asked for my code to access my account/plan. I provided it. He then explained it all to me and showed a savings, to include new phones. I told him I wanted to think about it. He said he could upgrade my plan without including the phones. I asked him to show me what that would look like. He began showing it to me, simultaneously performing the steps for changing my plan, and then changed my plan without my consent. I told him I did not approve the action and told him to change it back to my original plan. He spoke to a manager (******* *******) in the store and then told me he couldn't change it back. In essence I was forced to change my plan. I spoke with the manager who stated the change occurred due to a misunderstanding and that he couldn't change it back. After a lengthy conversation I resolved to report this to the BBB. Tomorrow, I will report it to Verizon Corporate HQ. I did not consent to the plan change. When the business errors they are responsible to make it right. why would I accept a plan upgrade without the deal available on a new phone? I wouldn't. I did not go into the store for this. I was there for a separate reason and simply wanted information to make a decision. I now plan to cancel my cable and mobile service with Verizon and will warn family and friends, about the experience I had with this business. I am a disabled veteran and do not deserve being exposed to this type of treatment from any business. I will spread the word regarding this practice.

  

  Business Response

  Date: 08/24/2022

  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. Leadership informed that you are happy to stay on the plan that we moved you to as you is saving money. Leadership did offer to get him
  put back on his old plan if that is what he was more comfortable but he said
  “No, I was just looking for an apology and you have provided that.” Please if you have any questions, feel free to send an email to [email protected]  
  

  Thank you, 
  

  **** ******

  Customer Answer

  Date: 08/25/2022

  
  
  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. I am satisfied that I received an apology, for which I asked. I was told the employee that assisted me was new and therefore I do agree with ******* that nothing was done with "malice." Thank you for your assistance
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair 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 went to the Victra in ** ***** WI on 6.11.22. I traded in two iPhones (10 and 12) to upgrade both to 13. This came with an advertised promo of $800/device. The salesperson mistakenly traded in the wrong phone from my family plan. I spent two hours at the store that day, he could not undo his mistake. I spent the following week on the phone with him several times, as he attempted to solve this problem. He finally had to pass me to his manager, who asked me to give him a few weeks. I called him back on 7.5.22. He had very little recollection of my issue and when reminded, admitted he had done nothing to solve the problem. He explained how very busy he is and instead asked for a few more days to get this fixed. We were in touch on 7.18.22 and he hadn't made any progress. I had to then contact him on 7.27.22 as I hadn't heard anything from him. He told me "I left instructions for the team at the store but I see they have not contacted you." I was told I needed to return to the store for a third time, to correct the issue. I requested he be the one to handle the exchange and he said he would let me know when he'd be in the store. I heard nothing, so then contacted him again on 7.29.22 and I was told he is "trying." He told me he'd "see" if he could get into the store the following Tuesday. I heard nothing from him again, so the next Wednesday 8.3.22 i contacted him again. He told me I could come in the next day, 8.4.22 and he'd fix everything. I went to the store, he traded a different device totally and told me to keep my phone. He said he'd process the refund, and gave me paperwork showing the $180 credit. He told me he'd process the $620 "the next day" and would email me proof so I knew it was done. I heard nothing. I contacted him on 8.8.22 and was given the excuse that he is opening another store and it takes time. No mention of proof. I contacted him again on 8.16 and 9.17 and now am told "it takes time." I don't know where to turn.

  

  Business Response

  Date: 08/20/2022

  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: 08/22/2022

  
  
  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.
  The manager of the region reached out and fixed my issue in five minutes. 
  
  
  
  Sincerely,
  
  
  ***** **********

• Initial Complaint

  Date:08/16/2022

  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.

  06/30/2022 05;14pm I purchase and new Iphone from Victra **** ****** ** **** ** ***** *** ********** *** ***** * also purchase a watch. So on Aug. 12, 2022 I went back to that same store to pay a $100 on service, my bill was $199 so I asked the sale person if I don't have all the money right now to pay the hole bill for services am I liable for next month bill too, without any services. He replied yes, so I told him can he please cancel my account he said okay, he stopped service on Aug 12 2022 BUT said to me the billing want stop till 30 or 60 days later. I cannot afford to pay for services another 30 or 60 days, when there is no services provide

  

  Business Response

  Date: 08/17/2022

  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, 
  

  **** ******

• Initial Complaint

  Date:08/12/2022

  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.

  Tuesday, 9 August, I visited the local Verizon Authorized Retailer - Victra, to purchase a Google Pixel 6a. My phone stopped working after falling in water. I informed the Manager that I wanted to port over my mother's number from another carrier and purchase this phone. He immediately told me her phone wasn't compatible but we could trade it in for an $800 phone, which was not something I wanted to do. He was having issues porting the number over and tech support suggested I come back after 24 hours. I returned the next day and waited over 2 hours to be helped. The female employee remembered me from the day before. I informed her that I just want to purchase the phone and not port over my mom's number. After she was able to get tech support to fix the issues from the day prior, she informed me that the Google Pixel 6a cost $530.00. I told her that the website does not say that. It was advertised for $499.00, and $449 with an upgrade. She said no, it says $530 on her end. She said I qualified for loyalty promotional deal and that I would only have to pay half of that price plus taxes, and Verizon would pay the remaining portion of the phone. I went ahead and purchased the phone and wall charger. After I got home, I viewed Verizon's website and app and the phone was being advertised full retail of $499.99. Today, I returned to the store and showed them the website and they seemed confused and said they don't set the prices. So I called Verizon and they passed me around to Victra, who said he can connect me to the store. I told both representatives that this was a scam and they should inform customers that Victra charges extra for devices. Had I known they would charge extra, I could have bought my phone elsewhere. It's bad enough I was doubled charged for a wall charger but to know they scammed me is not a good feeling. I've been a customer for years and now I want to take my business elsewhere. Customers need to be warned of their shady business practices.

  

  Business Response

  Date: 08/15/2022

  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 they have contacted you and offered a resolution. Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  **** ****** 

  Customer Answer

  Date: 08/17/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have not received a refund/credit for the price discrepancy, and to make matters worse, the sales agent also took it upon herself to upgrade my plan. Not once did I ask for her to change my plan. I told her I wanted to purchase the phone at retail price, but she said I qualified for the loyalty discount where I pay the down payment plus taxes, and Verizon would pay the rest. She never mentioned that this loyal discount means you have to upgrade your plan. I asked her twice if this will affect my account and she said no. Honestly, I would rather return the phone and be reimbursed and take my business elsewhere. I've wasted too much time and now money trying to fix mistakes (or scams) that were done by the employee. The district manager is trying to retrieve my old account, but it shouldn't be this hard! 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 08/17/2022

  Hi ******  
  

  Thank you for contacting us through the BBB, I apologize for any inconvenience this may have caused. We have signatures of the
  guest acknowledging the price for the phone and the plan changes as we notified
  them. Leadership has notified you that they are attempting to retrieve the old plan with
  Verizon but it appears we can not get the old plan. Leadership has offered additional
  options such as other cheap plans and paying off your phone but you have declined. Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  **** ******

  Customer Answer

  Date: 08/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the statement you made is false. The employee told me to sign and initial, so yes, you have signatures, but she did not verbally say my plan was changing. Also, I have not declined anything. I have text messages as proof from the Manager that said he is still trying to get my plan back and he will keep me posted. He did not offer any other plans. I see you are in the business of scamming customers and I will continue to turn you in for your illegal practices. I hope other people are aware of your shady business practices  I've been a loyal customer with Verizon for years, but thanks to my recent encounter with you and your agents, that will soon change. I would strongly suggest you train your employees to be more honest with customers. Please provide your supervisors contact information as I can see you are just as untruthful as the agent I've been dealing with.

  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 04/19/2024

  Hi *****, 

  Thank you for contacting Victra! We apologize for any inconvenience this may have caused. We were unable to connect with you, please feel free to reach out to us by emailing ********************************** we would be happy to further assist. 

  Respectfully, 

  Victra Guest Experience Team

• Initial Complaint

  Date:08/10/2022

  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.

  I went into the Verizon store and set up two phones I was told it would be $130 a month and said they charged me over $230 a month!
  they store charged me for "phone set up" even though Verizon was also charging me!
  the phone set up was not complete, after spending 47 hours on the phone with Verizon they saw that the store had set up my phones incorrectly.
  I contacted the store and tried to speak to the manager I believe his name is **** to get a refund since I had to pay a second time to set up these phones set up. I was yelled at and hung up on!
  I am clearly no longer with Verizon as the phones were not set up properly. I should be refunded

  

  Business Response

  Date: 08/15/2022

  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 ****************m 
  

  Thank you, 
  

  **** ******

• Initial Complaint

  Date:08/10/2022

  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.

  In October 2021, I switched over to Verizon. At the time they had a promotion that stated that if you turned in any iPhone, they would give you a brand new iPhone 13 Pro and give you $1000 credit for the iPhone that you had originally turned in. I was not aware of this promo, and the person who helped me, ****, made me aware of the promotion and I decided to take it. I was not going in there to get a new iPhone, it was only after I learned of the promotion that I decided to order a new iPhone. I was then contacted about a month later to let me know that the iPhone had arrived at the store and that I could come in to pick it up. At that moment I was able to make the transaction, I gave them my old iPhone which was am iPhone 11 Pro, in exchange for an iPhone 13 Pro, expecting $1000 credit to be added to my monthly statement. They let me know that it may take a couple of months in order for me to see the credit on my account, which I had no problem with. After about three months of not seeing a credit I called Verizon, and they let me know that I needed to speak directly to the store because they had no tracking for the old iPhone11 I had turned in. I called the store and they let me know that I can only speak to the manager ****. I have since then been calling ****, texting ****, calling Verizon and have had no resolution and I’m still not getting my thousand dollar credit. They stole the iPhone 11 Pro that I turned in and will not give me a credit for it. I have been getting the runaround from everyone especially ****. I go in there he says that now it’s fixed, and then it’s still not fixed on my statement. I need to be given a credit monthly for the iPhone 13 Pro that I am currently paying and a credit for the last 10 months of the pro that I have been paying.

  

  Business Response

  Date: 08/16/2022

  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, 
  

  **** ******

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair 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.

  We (my girl friend and I) went to the Verizon store at **** ******** **** ********* ** *****  We inquired as to what promotions they had to offer in regards to a free phone with the addition of a new line to my current account. We were told that their current promotion was $600 off a S20 FE Samsung smart phone. We left and later I received an email from Verizon offering a free S20 FE with the addition of a new line. We took the offer to the Verizon store and talked to ********* and asked if they could match it and were told yes. I know a transfer of phones sometimes come with a hassle so I would rather pay someone who knows how to do it. We picked up the phone on April 8th 2022 and as I figured there were a few issues. We left the phone and came back later the issues were taken care of by ********* at the store. We paid Victra $70 at the time of purchase $25 for the setup and $45 for state of MI tax on the phone. We were told that it would take three months to get the bill straight and all the credits applied. The bill was very messed up so I waited the three months as instructed to discover that the phone credit on the bill was not a free phone but the original $600 offered at the store. I thought this was a mistake so back we went to the store. We were met with a completely different ********* than we purchased the phone from. He was rude and non-caring and said that $600 was all that was offered and there is nothing he could do or would do about it. We still had proof of the free offer he said he would email his boss but he was sure his boss wouldn’t do anything about it, no response. I contacted Victra the parent company of the Verizon store, they also did not respond. I’m being charged $133.44 more than was promised I and am looking to have this corrected by Victra. I am now filing complaints with the BBB and the Michigan Attorney Generals office. I feel this is bait and switch.

  

  Business Response

  Date: 08/15/2022

  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 this was resolved, and they have contacted you. Please if you have any questions, feel free to send an email to *****************  
  
  ***** **** 
  

  **** ****** 

  Customer Answer

  Date: 08/15/2022

  
  
  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.  I was contacted by a manager who said they will send me a check for the $133.48.   I was told by ****** that I would receive a check in approximately three weeks.  The call came in on 8-12-2022.  I am not sure why it took a complaint from the BBB to get to the manager because I had requested to talk to one from two different people before filing the complaint.  I only have the companies word at this point but I do have a contact person if they fail to send the check.   Thank you BBB for your help in this matter.  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:08/02/2022

  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.

  On or about July 8th 2020 I visited the Verizon location in *********** VA. My Samsung cellphone service was being discontinued due to the operating system
  going from 3g to 4g. The victra salesman sold me a Motorola phone for $700. My May cell bill at Verizon had just gone up to over $137 month. I decided to explore other carriers and found I could get the same service for $90. So I switched to TMobile.
  When I tried to switch my $700 Motorola to the TMobile service the phone would not operate. When I questioned the victra salesman he informed me that the phone he'd sold me was only operational on Verizon service!!!! In other words I'd paid ,Victra $700 for a phone that I essentially didn't own!!!! When I purchased the phone I was not told that it would only operate on Verizon!!!!!?
  That is not RIGHT!!!?

  

  Business Response

  Date: 08/05/2022

  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. You explained to leadership that you have already purchased a new device with ******** and declined the offer that leadership suggested, which was coming in to switch to Verizon pre-paid or calling tech
  support to see why the phone wouldn’t activate with ********. Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  **** ******

  Customer Answer

  Date: 08/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it doesn't address the issue of Vista  charging me$700 for a phone that could only be used on Verizon service. I told that to ****** with Victra when he called me Friday. I think Victra owes me$700.

  
  
  
  
  Sincerely,

  
  
  
  
  ***** *****

  

  Business Response

  Date: 08/08/2022

  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 have offered you several resolutions. As leadership suggested you call into tech support to see why the phone won't activate with ******** or coming in to switch to Verizon pre-paid. To which you express to leadership that you have no interest in doing either. Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  **** ****** 

• Initial Complaint

  Date:07/29/2022

  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.

  On July 10, 2022 I purchased a
  Samsung Gallaxy S22 Ulta phone from Victra-Verizon authorized dealer (***** ***** *** ****** ******* ** *****) Invoice: CA **********
  Sales Representative ****** S. sold me an add on called "liquid glass". Which I was very skeptical when hearing the word glass. She assured the product was shatter proof and had a warranty. This product was applied to the front, back and on the camera lense. One week later (7-17-202) the product cracked on the back. The same day
  I stopped by the retailer and spoke to *******; he advised I had to file a claim with the manufacture of the liquid glass (I**********). This was the first time I was made aware by ******* of having to register the product. When attempting to register the product I was asked for product barcode, which I was never provided by ******. Once installing the product she discarded the packaging. When contacting I********** they said the product would not be covered on the back due to they don't recommend applying to non glass surface. My wife called the retailer 7-18-22 spoke to *******, he took a message to have the manager call me back to find a resolution. I waited a day but no call. On 7-19-2022 I stopped by the retailer and once again was told by both ****** and ******* the manager would call me back. On 7-20-22 my wife called once again and spoke to the Manager **** he said the process was to pay the deductible with my phone insurance and then send the receipt to I**********. He assured I********** would reimburse me up to $200 . I myself called **** on 7-22-22 explaining to him after speaking to my insurance provider they cannot guarantee the phone I would receive would be new or my deductible be covered by I**********. He was unwilling to work with me. I was told I would receive a phone call with some options within an hour and unfortunately that was was never made. I stopped by the retailer 7-28-22 but **** is on vacation. I'm getting the run around with no resolution.

  

  Business Response

  Date: 08/01/2022

  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 offered a resolution. Leadership has informed us that you were given instructions to register the product for
  warranty and the team pleaded with you to also put a case on your device since you works in an auto body shop. You were made aware that we are willing to refund the liquid glass as an option but you will either need to go through insurance or third party repair for the device
  itself. Please if you have any questions, feel free to send an email to *****************  
  

  Thank you, 
  

  **** ****** 

   

  Customer Answer

  Date: 08/02/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I feel like your establishment is not taking accountability for a service done from one of your associates that was not recommended to have done, and now that that said service was flawed I'm basically stuck with a new device with a Crack on it. On the matter of what I do for a living is irrelevant, all I said to your associate (****: General manager) is that I was in the automotive industry, not once did I say I was in the body shop industry. Not that it matters but my device stays in my drawer for my entire shift considering my employer provides a work device. Furthermore all I would like is for your establishment to make things right, which I feel would be either replacement of the device with a new one, or return what I paid for the device and I will return you the damaged device and take my business elsewhere. I don't find it fair that your establishment wants me to go through my insurance and get a refurbished or used device what I literally bought this new amd just after 1 week the add on liquid glass failed.

  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:07/27/2022

  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.

  I was visiting **** ***** island and the Victra Store (Verizon authorized dealer) **** ******* **** * *********, FL on May 28th to purchase a new phone after damaging my old phone in the surf on the beach.. I showed the phone to an associate (*******) and he said that the phone wasn’t able to be repaired so I bought a new one. When I got home to South Carolina, I attempted to file a claim with my insurance (phone insurance through one of my credit cards). The insurance plan (card benefits Services) sent me a letter telling me what else I needed to complete the claim. They asked for “proof that the claimed cellular device was reported to the wireless carrier including the date the device was last active or used. The should includes a description of the claimed item and the incident details”.
  This didn’t seem like an issue to me, so I promptly tried to contact the store. Every time I called, my call went to the call center. I tried to explain to them that I needed to get this information from someone at the store. Two times I was transferred to the store, only to be routed right back to the call Center. The third time I called the Call Center, they obviously didn’t listen to me and transferred me to the Verizon insurance department (my insurance is not through Verizon) and the fourth time, they told me to keep calling back at the store because they would answer it if they weren’t busy. I must have called 20 times and they have never answered. Eventually I found someone in the call center who did a warm transfer to the store and let me speak with the associate (*******) at the store. ******* gave me his email and I sent him the information that I needed so I could complete the claim with my insurance. ******* has never responded. I then mailed the information along with my receipts, etc. to the store and there still has been no response.
  This is absolutely unacceptable. I just want to collect on my claim for my phone. This really has nothing to do

  

  Business Response

  Date: 08/01/2022

  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. Please if you
  have any questions, feel free to send an email to *****************
  

  Thank you,

  **** *******