Complaints

This profile includes complaints for Verizon Authorized Retailer - Cellular Sales's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Verizon Authorized Retailer - Cellular Sales has 760 locations, listed below.

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• 

  Verizon Authorized Retailer - Cellular Sales

  9040 Executive Park Dr Knoxville, TN 37923-4607

  
• 

  Verizon Authorized Retailer - Cellular Sales

  110 E Van Fleet Dr Bartow, FL 33830-3828

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  Verizon Authorized Retailer - Cellular Sales

  1690 N Woodland Blvd Deland, FL 32720-1804

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  Verizon Authorized Retailer - Cellular Sales

  1070 State Road 436 Casselberry, FL 32707-5740

• 

  Cellular Sales

  2717 SE Highway 70 Arcadia, FL 34266-5665

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:12/29/2022

  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 12/29/2022 purchased a phone for gift. Was told very easy to transfer old phone so we purchased. There was no plug with unit to even charge it. Then when we turned phone on it asked for an AOL password. We don't have AOL. I called store and was told they would transfer for $30
  Or take phone Back for $50. This was one hour after I purchased.
  I want my full refund for $72 plus the $30 . I believe this is a used phone not a new one.
  

  

  Business Response

  Date: 01/16/2023

  Business Response /* (1000, 5, 2022/12/30) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  Date:12/28/2022

  Type:Sales and Advertising 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 consumer indicated he/she DID NOT accept the response from the business.)
  
  I followed up on a couple of occasions and was advised someone would get back with me but to date, no one has. Today I received a bill from Verizon in excess of $400.00.th a statement that my phone "did not have an intact and functioning LCS screen, or the screen had cracks or breaks" therefore I was responsible "for the remaining payments on your original installment agreement if your old phone is determined not to be in good working condition." Let me reiterate that my reason for the visit was to file a claim for replacement of the malfunctioning phone. I was not interested in upgrading. I had purchased a policy with Verizon for insurance so-to-speak in the event my phone malfunctioned. Salesman convinced me to upgrade vs. use the insurance and repeatedly advised me the payments on the old phone would be cancelled out if I purchased the upgrade. Either he was not knowledgeable or lied to make a sale. I have made repeated attempts to resolve this directly through Verizon but have found it impossible to obtain an email address or speak to anyone that is able to help me. I am requesting that Verizon accept the old phone and waive remaining balance on it as the salesman promised would happen; or, I would like to return the new phone to Verizon and cancel my service with them. The deadline for returning the new phone was 12/25/22 but since I a just received the notice about the old phone today, that deadline has passed.

  

  Business Response

  Date: 12/28/2022

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business Response

  Date: 01/26/2023

  Cellular Sales is actively working the concern to navigate a resolution. An update will be provided to the customer once a resolution is determined.

• Initial Complaint

  Date:12/21/2022

  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.

  The sales personnel at this location made me go through a harrowing and humiliating. I have filed a complaint with 12/19/22 - C# 00694360.
  On 12/04 (Sun), I went with my brother to get a new phone working on a line. After inserting a putting new SIM and the sales agent was not able to get it working. He charged me $10 for the SIM with a discount of $10. He told me to contact VZN cust supp the next day. Cust supp got phone working, although intermittently. Supp told me this is a SIM issue and that I get a new SIM.
  I went to the store last Sun to get a new SIM. I mentioned the reason why I was there; his immediate response was I have to pay $20 for a replacement card. I was taken aback at the curt response, not asking me take a seat, and enquire about my issue etc. I told him that I had paid for the SIM card just a week before. He insisted that I pay $20. I asked him to verify this policy - If they sold me a bad SIM card, it is natural for me to expect not to pay for a new SIM card. He was joined by another salesperson, who rudely told me that it was their policy. I offered them an alternative - first to trouble shoot and see what the issue was, By this time, the sales manager joined the conversation and basically it was three people bearing down on me as to why I should be paying the $20 again for a bad SIM card sold to me a week ago - company policy. Please see complaint for more details about the aggressive behavior of the sales lead, MR. D - the humiliation I was put through. They sent me away, saying my phone was bad and I needed a new phone.
  Post C# 00694360 update - I went yesterday to the comp. store - Perimeter, Atlanta. I was in and out in 10 mins with the phone working, a new sim card, $0 cost. Nothing wrong with the phone, basically a bad SIM. This appears to be sales commission issue & when they realized it was futile, they sent me away! VV IMPORTANT - I am not complaining to get my $10 back.
  Please don't ever go to this store ever - Cumming, GA
  

  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/22) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  Date:12/14/2022

  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.

  Extremely misleading account of new phone service contract. Have salesperson's handwritten form but after the fact it is completely different. Tried to reach out in person, phone and text and salesperson will not communicate regarding my concerns. Also did not receive Beats ear buds which were promised. A new salesperson sat in on the entire transaction and witnessed all of this.
  

  

  Business Response

  Date: 01/08/2023

  Business Response /* (1000, 5, 2022/12/14) */
  Cellular Sales is actively working the concern to navigate a resolution.

• Initial Complaint

  Date:12/13/2022

  Type:Order 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.

  Started my new Verizon Contract on Sept 17, 2022.
  It's been 4 months and the problem is not solved.
  The agreement was $1000 off with my trade in of IPHONE 12 Plus pro for the new Iphone 14 pro Plus.
  
  Agreement was $70 a month with 25Gig / hotspot with auto pay. And $10 off senior discount.
  
  My phone bill supposed to be $60/month plus tax/fees.
  RIght now it's over $90/month.
  
  They would not allow me to pay off my remaining cell phone cost ($1410-$1000) or $410.
  For some strange reason, they would not allow me to pay of the $410 I owe them to minimum monthly plan bill.
  
  It's unbelievable I have to do this one more time with Verizon.
  BBB helped my out a lot last time with ATT for the whole family.
  
  I Truly appreciate BBB help.
  
  SIncerely
  
  

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/13) */
  Cellular Sales is actively working the concern to navigate a resolution.
  
  
  Consumer Response /* (3000, 7, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Problem has been so long already. I was promised within 2 payment cycles, it's been 4 payments already. The contract in Verizon Web site is completely makeup and falsely state that I did not have $1000 credit. Unbelievable run around. The main office asked me for the original application they only give me $500 instead of $1000.
  
  
  Business Response /* (4000, 9, 2022/12/19) */
  Cellular Sales has reached out to the customer to discuss the concern. Due to signed documentation agreeing to the terms and conditions, the customer was offered an alternative resolution to the concern. Cellular Sales considers this matter closed.