Complaints

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

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  Victra

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

  
• 

  Victra

  100 N Dupont Hwy New Castle, DE 19720-3102

• 

  Victra

  851 Saint George Ave Woodbridge, NJ 07095-2514

• 

  Victra

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

• 

  Victra

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/25/2024

  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 was charged $99.98 in unwarranted fees at the ******* Victra store located at ************************************. The representative (*****) told me that the printer was down and he couldn't get a copy of the receipt. I paid after he told me that all I was paying was device taxes an the activation fee for the 2 devices. Not knowing what cost to expect I handed him my card to pay. Once I paid, he was able to provide a receipt (he used his co-workers printer) with 2 set up and go fees of $39.99 were applied, as well as 2 remaining phone balances of $10 each totaling $99.98. After I got home and reviewed the bill I went back to the store to ask about this only to find that the Manassas store doesn't have a Manager and nobody else is able to do anything about these fees other than a Manager..... makes no sense if there is no Manager at the store. I was then told that "******" is the Manager, but the girl that works there (******) has never seen ****** come to the store since she was employed there..... I asked her to have ****** reach out to me, since he would not be in the store and she said that he would not be able to since he is not in charge of that store..... very confusing. These fees were charged behind my back and I demand they are returned to my bank account. How can they get away with stealing money from customers? P.S. I had to take both ********************** home and open them up and set them up..... they didn't set anything up at the store, so the Set up and go fees should never have been charged. Also, the 2 phones that were traded in were paid-off so the remaining phone balance fee is not valid.....there is no remaining phone balance owed. ****** admitted that the fees were not valid for my transaction and they may have been added to the statement due to a "system glitch". I just want the fees of $99.98 refunded, as I had to set up both phones and nothing was owed on the phones I traded in for the new devices.

  

  Business Response

  Date: 12/01/2024

  Dear *******,
  Were sorry to hear about your unpleasant experience at a Victra location! We have researched the transaction and have posted a one-time credit to your ******* account for the amount of the Set Up and Go fees and Remaining Phone Balance fees ($101.18). Here is the reference number for the applied credit (1966208251).  We apologize for any inconvenience this may have caused and do hope youll return to one of the many Victra locations. If we can be of any further assistance, please contact us via email at **********************************  
  Respectfully,
  Victra Guest Experience Team

  Customer Answer

  Date: 12/02/2024

   
  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:11/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am very un happy with my cell service it our phones never work I have been waiting on a replacment for months and my bill keeps going up and many other issues

  

  Business Response

  Date: 11/30/2024

  Dear *****,
  
  Thank you for reaching out to Victra through the BBB. For further assistance with a claim filed with Asurion, please contact them at ************. For any issues with your phone service, please reach out to ******* customer care at ************.
  
  Best regards,
  
  Victra Guest Experience Team

• Initial Complaint

  Date:11/18/2024

  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.

  WAS THERE NOVEMBER 16 2024 FROM 2:30 PM TIL 8:30 P.M THEN RETURNED FOR EXCHANGE AT 1:30 PM ON 11/17/2024 SAT TILL 3:00 P.M INVOICE NUMBER FL067IN4763 WENT IN FOR 2 ******* S24 AND GOT TOLD THE ***** IS THE SAME PHONE ADDED $500.00 ON TO THE VERIZION CREDIT CARD IN WITCH THE *****PERSON KNEW NOTHING ABOUT THE CREDIT CARD USED HARD SELLING TATICS MADE MY WIFE UMCOFORTABLE DUE TO NOT LISTENING TO THE GUEST WANT BUT RATHER WHAT THE ***** TEAM WANTED WENT BACK ON SUNDAY WHERE TOLD THE EXCHANGE WOULD TAKE HOURS I WAS THERE THE DAY BEFORE FOR 5 HOURS SO WHY NOT WAITED 90 MINUTES BEFORE SNO WALKS UP TO MY WIFE AND SAYS HE CANT DO IT THEY SOLD THE *******S SO IN SHORT USED MY CREDIT CARD TO MAKE IT AT 500 BUCKS STILL DONT HAVE THE PHONE WE WANTED AND AM ABOUT TO LEAVE VERIZION AFTER 25 YEARS DUE TO THIS STRONG ARM ***** TATICS FROM YOUR SPRINGHILL STORE

  

  Business Response

  Date: 11/25/2024

  
  Dear ******,
  
  Were sorry to hear about your unpleasant experience at a Victra location! We have researched the transaction and have posted a one-time credit to your ******* account for the amount of the Set Up and Go fees. Here is the reference number for the applied credit $85.18 (1966038615).
  
  Additionally, we will be requesting a Corporate Refund Check on your behalf in the amount of $292.84 to accommodate for accessories. The Corporate Refund Check will be delivered in 6-8 weeks to the mailing address you provided
  
  If you have any further questions, please dont hesitate to reach back out so we can further assist.
  
  Respectfully,
  
  Victra Guest Experience Team

• Initial Complaint

  Date:11/18/2024

  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.

  Victra will not issue me a credit for over payment on phones we bought in ***************************************** Sept 2023. We came into thier store to upgrade in Sept 2023.. We dedcided not to go through with the upgrade and our two I-phone XR's were deactivated in service, then reactivated by *******. We never took possession of any new phones but were charged $46.60 per month as if we did. Our account is on auto payment so it wasn't caught until we went back to the store in July 2024 to upgrade these phones we have had since 2018. We were informed of a buy out balance which we disputed and ******* and Victra investigated and agreed the over charged amounts needed to be refunded. Since July 2024, I have made multiple trips to the store and called ******* numerous times only to be assurred that this issue would be resolved in a couple of weeks. The ******* *** I spoke with said the store need to issue the refund as it is a contractor store. I have patiently tried for 4 months to get my money back, A ******* *** tried to help me get the store to refund but the operations manager hung up on him several times.

  

  Business Response

  Date: 11/30/2024

  Dear *******,
  
  Thank you for reaching out to Victra through the BBB. After further research we have found that you visited a Victra store and inquired about two iPhone 15s (lines #**** & #****). Although you chose not to purchase the devices, the sales consultant did not remove the agreements from these lines. As a result, you were charged $22.22 per month for each device, totaling $606.82 from your September 2023 bill to your current bill.
  
  On October 30, 2024, ******* customer care removed the agreements from your lines, resulting in a forced buyout of $536.59 for each line.
  
  We will be requesting a corporate refund check in the amount of $1680.00 to accommodate you for the months you had been paying for the two devices (#**** & #***** and the remaining buyout you are currently being charged. The Corporate Refund Check will be delivered in 2-4 weeks to the mailing address you provided.
  
  If you have any further questions, please feel free to reach out to us for assistance.
  
  Respectfully,
  

  Victra Guest Experience Team

• Initial Complaint

  Date:11/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The store has failed to ship my trade in back to *******.

  

  Business Response

  Date: 11/14/2024

  Hi *****,
  
  Thank you so much for your patience while we looked into this matter. We genuinely appreciate it. I wanted to inform you that our store leadership team has confirmed that the issue has been resolved. If there's anything further we can assist you with, please feel free to reach out to us at ******. We apologize for any inconvenience this may have caused and are here to help with any other concerns you may have.

  Respectfully, 

  Victra Guest Experience Team

• Initial Complaint

  Date:11/08/2024

  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.

  On April 27, 2024, we purchased a new iPhone at the Victra ******* store in ******, **. We were assisted by **** and ****. We purchased the new phone because there was a $1,000 credit (with trade in) promotion at that time. We would NOT have purchased the phone without this promotion. We did not receive the credit because the employees did not properly process the trade in. Therefore, we are paying monthly installments on a phone we expected to be free. Since realizing the credit was not on our statement (approx July, 2024), I have contacted this store 8 times. It is very difficult to reach the actual store as their phone number goes to a call center. Twice, the telephone *** said they would email the store and the store would contact me to resolve the problem. They did not contact me. During one call, Kailey stated she would look into the issue and call me back. She did not. The store manager, ******, stated she would submit paperwork to take care of the problem. She did not and then did not return my phone calls. Finally, **** called me and admitted they failed to submit the trade in. He stated they couldn't help me and I would have to track down the other employee over 2 hours away in North Platte, **. I would've never bought this phone without the promo and am now out almost $1,000 because the employees failed to do their job and now are refusing to resolve their error. I would like to receive the promotion promised me. Along with most other people, I cannot afford to lose $1,000.

  

  Business Response

  Date: 11/19/2024

  Dear *****,
  

  Thank you for contacting Victra. After further research we have found that during the time of your purchase you financed the Iphone 15 (#****) in the amount of $840.00. The max promotional credit we have during the time of your purchase for a Iphone 15 would be $830.
  

  We will be requesting a Corporate Refund Check on your behalf in the amount of $830 to accommodate for the ******* promotional credit that was discussed at the time of your transaction. The Corporate Refund Check will be delivered in 4-6 weeks to the mailing address you provided.
  

  If you have any further questions, please dont hesitate to reach back out so we can further assist.
  

  Respectfully,
  

  Victra Guest Experience Team

  
  

• Initial Complaint

  Date:11/06/2024

  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.

  I went to ******* to switch my bussiness lines they told me that I couldnt switch my phones over without opening a brand new account with new ********************** for my bussiness they said they had a promotion currently going on with the ****** pixel phones 7a and 8 the phones would be free only the monthly charge for service of 50 dollars each I told them I was not in need of new phones or lines I was just trying to switch my lines but they said that was the only way month later received my first bill and to my surprise there was an additional charge for ****** phones over 1000 for each phone they charged it but they did it in a payment plan so my account was an extra 130 a month since the March *************************************************************************************************************** to call ******* directly I called customer service they indicated that I had to go back to store talk to a manager to ask to resolve this added charge once went back to store I was told theres nothing the could do and informed me that they where just a Authorized retailer and not a corporate store to my surprise there was no advertisement about them being an authorized retailer the whole time I was going there I thought I was going to a ******* corporate store They informed me to call ******* corporate again I called ******* customer service but they said theres nothing they could do and I had to take it up with the store nothing got resolved called Victra main office directly and left several messages but no response went to store and they wouldnt help me

  

  Business Response

  Date: 11/19/2024

  Hi ****,
  
  Thank you so much for reaching out to Victra through the Better Business Bureau. We truly appreciate you bringing this matter to our attention.
  
  Our leadership team informed us that an appointment was scheduled for you, but it appears that you were unable to attend. Since then, we have tried to get in touch with you via call, and text, but unfortunately, we have not been successful in reaching you.
  
  We genuinely value your time and would love to resolve this matter as soon as possible. Could you please reach out to us directly at your earliest convenience? You can contact us at ********************************** We're here to assist you and ensure everything gets sorted out smoothly.
  

  Respectfully, 

  Victra Guest Experience Team

  
  

• Initial Complaint

  Date:10/30/2024

  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.

  ******* "sold" us 2 FREE phones. He charged sales tax on the "free" phones, but way more ($400+) than it should have been. We were charged multiple upgrade + data transfer charges. He put a "diamond glass" cover (39$ per phone and one case for 49.95$ and the other was 29$++) on both phones. When I got home and saw all the add ons, I let it go because we both liked him. He also sold us internet for $45 a month with one month free. My bill as $94.90 per month, before the "free" phones. My bill was supposed to go up by $45 per month. He wrote $139.84 is "new" monthly charge. ******* took $94 out of my account +then I got another bill for $350. I called ******* immediately and was instructed to go to the store, that my phones were NOT FREE, that my internet was NOT $45 per month or free for one month either, etc. When we got to the store (10/17), there were two customers in front of us. They were very angry with the same salesman that conned us. **** was the representative on duty. He reassured them and then me after, it would all be fixed, that I would get my money back for the add ons, etc. We had been SCAMMED for $1395 PER phone for over $3000++. **** was wonderful and wrote ****** the store manager a detailed list, explaining it all and PROMISING ****** would call me the next day + EVERYTHING would be OK. They would refund all of my money + not to worry. I heard nothing from **** on Friday or Monday. Tues, I text ****. Said ****** at the store and I should go. I went 10/22. No ******. I left a message, no call. Next ***, **** says ****** working and go to the store (last Thursday 10/24), my 3rd trip to the store. ****** was not there, but **** said he was "working on it now." I have heard nothing. **** was honest and said they had had several, similar complaints about this sales representative. If they are aware he is cheating people, why is he still employed there? I want them to fix this nightmare that I did NOT create. Please help me. Thank you.

  

  Business Response

  Date: 11/12/2024

  Hi ******, 

  Thank you for reaching out to Victra through the BBB. After thoroughly reviewing your case, we have found the following details:
  
  The ****** Pixels 9 Pro XL (#**** & #****) were financed for $1319.99 each. This will appear on your ******* bill as a device payment of $36.66 per month for 36 months for each device. You were quoted a $1199.88 promotional credit for line #**** and #****. The promotion will be distributed over the term of your agreement and deducted from your device payment. Consequently, you will receive a monthly credit of $33.33, making your device payment $3.33 per month for each device.
  
  Regarding the ******* home internet, you were quoted a $45 monthly plan, but your current price is $55. To receive the ******* home internet at $45, your phone line must be on the Unlimited Plus or Unlimited Ultimate plan. Our team has applied a one-time bill credit to your ******* account for the difference charged on your Sep 4-Oct 3 and Oct 4-Nov 3 bills, totaling $20. Here is the reference number for your records: 1965572856.
  
  For ******* Home Internet device returns, please contact ******* ************* at ************ to request a return label and box. Delivery of the labels and boxes may take up to 26 days. Please ensure you cancel the ******* ********************* when requesting the return label and box to avoid further charges.
  
  Additionally, our team has applied a one-time bill credit of $209.48 for the set-up and go fee and accessories. Here is the reference number for your records: **********. With the promotions attached to lines #**** & #****, the monthly device payments are $3.33 for each line. We will be requesting a corporate refund check for the $3.33 misquoted difference associated with the device payments throughout the length of the device agreements, totaling $239.76, to the address you provided.
  
  If you have any further questions, please dont hesitate to reach out so we can assist you further.
  
  Respectfully,
  Victra Guest Experience Team

  Customer Answer

  Date: 11/19/2024

   
  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:10/29/2024

  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.

  Me and my son switched from boost to *******. Got a good deal on phones, our service got turned off well before the 1st bill even came out. Got in contact with 1800 customer support, after being on the phone with them for 4 hours someone finally fixed the problem. Then they were turned off again the next day. Went through the same thing i did the day before.had a payment arrangement set for the 1st month bill which was $210 since they messed up my bill. A week or so before said arrangement was to be paid our services were turned off again. I went to 5he store i got the phones and deal with. They contacted the 1 800 customer support line. And asked them why they turned our services off and they told them there is an outstanding bill of $250 that was due on Sept 22nd when my bill wasn't even due till Sept 30th. And the arrangement for the $210 bill that was due on Sept 30th was set for the 19th of Oct. There was no bill notice or anything showing were I owed $250 even the ************* the store said there was no bill for that much. So the associate put me on his plan so I could have a phone till I get it figured out. The people at the store were amazing, but the customer support people were flat out horrible. And they are creating bills that are not being sent to customers or bring shown in the system. Now my son doesn't have a phone and I'm on a ******* employees plan so I can have one.

  

  Business Response

  Date: 11/08/2024

  Hi *** ******, 

  Thank you for contacting Victra! We have worked with our Business Manager of the location to assist in resolving this issue. We were made aware that this issue is a reflection of ******* billing, we are unable to assist further as all charges are accurate to the agreement that was made in the location. Additionally, the leadership offered a $150.00 credit on the account to assist with the first bill as well as provided a device/service at no cost to you. We apologize for any inconvenience this may have caused and will provide the direct number to ******* billing below. 

   

  ******* - ************

  Respectfully, 

  Victra Guest Experience Team

  Customer Answer

  Date: 11/16/2024

   
  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:10/16/2024

  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.

  July 21 2024 We traded our phones in for newer ones at closing time.When I opened the bag I had a charger, cover, and a piece of glass stuck on my phone, none of which I inquired about or wanted.I went back the next day to return and was told they couldnt do it without a manager. Went back next day and was told to go to *** location that she was there. I went and she wasnt there.I have emailed and left my number at both locations and no one wants to do anything. My husband had to pick his phone up the next week and was charged for a lense cover and it wasnt even on the phone.cover-56.99 glass-***** charger-***** lens-***** plus my taxes

  

  Business Response

  Date: 10/28/2024

  Dear ***,
  

  Were sorry to hear about your unpleasant experience at a Victra location! We have researched the transaction and have posted a one-time credit to your ******* account for the amount of the accessories. The total bill credit amount is $196.82. Here is the reference number for the applied credit (********** & 1964730744).  We apologize for any inconvenience this may have caused and do hope youll return to one of the many Victra locations. If we can be of any further assistance, please contact us via email at ***********************************************************.  
  

  Respectfully,
  

  Victra Guest Experience Team