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

  9040 Executive Park Dr Knoxville, TN 37923-4607

  
• 

  Verizon Authorized Retailer - Cellular Sales

  501 US Highway 27 Clermont, FL 34714-8933

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  Verizon Authorized Retailer - Cellular Sales

  303 E Eau Gallie Blvd Indian Harbour Beach, FL 32937-4836

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  Verizon Authorized Retailer - Cellular Sales

  1380 W Orange Blossom Trl Apopka, FL 32712-2600

• 

  Verizon Authorized Retailer - Cellular Sales

  1700 W International Speedway Blvd Ste 538 Daytona Beach, FL 32114-1363

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:09/13/2022

  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.

  On july 13 th I went to verizon store on sterling because my phone would not turn on. The button was stuck.I have the Asurian phone insurance with verizon that pays for lost,stolen or broken phones. The sales person told me the insurance would not pay for what was wrong with my phone so I bought new phone that I will be paying for for 3 years. He called me next day to see how phone was doing and I again asked why phone would not be covered by insurance and he said same thing/it would not cover what was wrong with phone.I then called Asurian insurance to see if I needed to upgrade coverage and was told that phone would have been covered.I then called verizon and was told if I could get my broken phone back from store I could have insurance cover.Called store and was told by that they get rid of broken phones on same day Now I owe 630.00 for new phone when I could have paid 100.00 for phone through insurance.I feel taken advantage ofSales person clearly didnt want me to file claim and wanted to get credit for new phoneI would like some compensation
  

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  Date:09/12/2022

  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.

  On 8/03/22 I went into Cellular Sales because I was having trouble with my previous phone and was working out of town. I was taken care of by . I upgraded my phone and plan, purchased screen protector and otterbox case, which was installed by . According to printed sales receipt from Cellular Sales it's a Motorola Edge 5G (2022) upon leaving store couldn't get phone to upgrade, left work and went back to see and he had to download everything over the stores WiFi. stated that there's poor cellular service in area of store because of hospital. after leaving store cellular data was still terrible, I called Verizon customer service and Tech support. After five different tier 3 tech saying everything was working on Verizon's side and everything checked out I went to an actual Verizon store. The sales rep tried everything, still Data was super slow! compared to another Verizon phone doing Verizon's own speed test. I finally drove 3 hours back to Cellular Sales on 8/21/22, wasn't there. another gentleman took care of me and asked if I had original box phone came in. Which I didn't because it was in work truck, said they would exchange phone but would be a $50 or $60 fee without original box. I told them I would be back later in week with box and phone. on 8/26/22 I went back to exchange defective phone, this is where everything gets interesting, I'm waited on by who charges me a $80 Damaged Device restocking fee, cancels out my device promotional credit! so finally I end up with a working phone. upon reading my sales receipt and contract it clearly states (2022) phone, but if you go into phone information screen it's a Motorola edge 5G UW (2021) so definitely not what is stated on purchase agreement and contract with Cellar Sales.
  

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Cellular Sales has received the concern and will be contacting the customer to navigate a resolution.

• Initial Complaint

  Date:09/07/2022

  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 have been dealing with VERIZON for many years, and always a different representative is at the outlet on Bardstown road . The information I receive seems contradictory, and as a result, the plans they sell me always have a few surprises. The current problem is with my insurance which covers my cell phone. The most recent salesman wanted to upgrade my phone instead of repairing the phone screen. As I have been paying for protection on my phone, I just want it fixed. the salesman acknowledged the phone coverage, but said it was too old to fix. I feel this in in breech of contract and in bad faith. I seek restitution for the problem. I want my current phone repaired at no cost or reimbursement for the money Verizon received all those years for coverage on this phone
  

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Cellular Sales has received the concern and is currently working with the customer towards a possible resolution.

• Initial Complaint

  Date:09/02/2022

  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.

  Please see the attached document!
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/02) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  Date:09/01/2022

  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 December 23, 2021 at 3:23 pm, I was at the Verizon Authorized Retailer - Cellular Sales (117 St James Ave, Goose Creek, SC 29445) when I was promised by the agent that if I trade in my Samsung Galaxy Note for the newest Samsung Galaxy Note, I would receive an $800 credit adjustment to my monthly bill. The $800 credit adjustment was for the promotional offer that the store was running. I have yet to receive the agreed-upon $800 credit adjustment to my account and spoke with the agent about it. confirmed that it would be applied to my account but it still hasn't. After several months of follow-up (March 2022, April 2022, June 2022, and July 2022), still reassure that I would have the money applied to my account but it was just taking a little longer than normal to complete the process. said it would take 2 to 3 billing cycles from the December billing but still hasn't received it. I called Verizon customer service over the phone to ask about the $800 credit adjustment but they couldn't find it in their system. On June 28th, 2022 Bryan left me a voicemail stating that they were still working on the $800 credit adjustment. I am tired of feeling like this company is taking advantage of the elderly and are scamming me.
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
  
  
  Consumer Response /* (3000, 7, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm still waiting for a response from Cellular Sales to navigate a resolution.
  
  
  Business Response /* (4000, 9, 2022/09/12) */
  Cellular Sales Upper Management has reviewed this concern and is unable to assist with any credits. The customer has been provided the final resolution and Cellular Sales considers this matter closed.

• Initial Complaint

  Date:09/01/2022

  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.

  A week ago, I went into the store and spoke with *** who gave me a print out of what I was told would be all of the charges for 4 new phones/lines. On the paperwork, it identified a one-time activation/upgrade fee of $35 per device where applicable. *** complained how he was tired of angry customers who didn't pay attention to the $35 fee because they failed to read the back of the folder he provides to every customer. During that visit, I indicated I did not want to finance anything and requested to pay the $35/line fee along with the costs of the 4 phones after the promotions were applied. *** said I could pay the difference of the phones but the activation fee could only be added on the first bill. He explained I would be paying for the taxes and gave me a quote of what the cost would be if I paid everything up front. At no time, did he mention any other fees. I left the store and came back the evening of August 23 to purchase the 4 new phones/lines. Two phones were ported. One phone was given to me (it is still sealed in the box) and one ordered (maybe it's at the store, but I don't know because no one ever called to let me know if it was there or not). *** told me after he started the whole transaction that he forgot to indicate that I didn't want to finance the additional cost of the phones and said there wasn't anything else he could do. I did not have an opportunity to review my receipt until I was home as he printed it after charging my card and tucked it away in his folder and then in a bag (he got off work at 6pm and my transaction made him late). When I reviewed the receipt that evening, I noticed a fee which was never disclosed to me. It says "device setup service $35" and was charged on all 3 phones I left with including the phone still sealed in a box. After I realized the bait and switch tactic, I tried to cancel and was told they wouldn't give the phones I traded in back to me even though I'm in the "30 day worry free period".

  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 10, 2022/09/02) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
  
  
  Business Response /* (1000, 13, 2022/09/05) */
  Cellular Sales has reached out to the customer to discuss the concern further. The customer has advised us the original store location has resolved her concerns at this time. Cellular Sales considers this matter closed.

• Initial Complaint

  Date:08/31/2022

  Type:Product 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 switched my phone service from T-mobile to Verizon with a promotional gift of a total of $800 for 4 lines on June 17th, 2022. I did all the processes at the store and they told me my promotion will be delivered later via email or app. After 2 months with nothing, I reported this to customer service. Online customer service told me to go to the store saying the only store can fix this. I called the store representative twice, she told me that she has been taking care of it and will be calling me back but she never does. I finally visited the store and the store made me call customer service. Customer service even tells me to go to the rebate center. I start talking with a supervisor of customer service when I was in the store for about 1 and a half hours. They're saying I never submitted the rebate within 30 days so I can not get the promotion, I'm saying no one ever told me to do that and I didn't get any notification for that. The store representative tells customer service that they told me to wait for the email/ app notification and how the customer would know how to do that if they didn't get any (I definitely didn't and customer service admits that). I'm asking in which part of the process was there a problem so I didn't get any notification but no one answers! During this conversation, customer service offers me $50 for each line to shut me down which I don't accept ( SUCH HUMILIATION, I'm not begging them for any money, I'm asking them for the money that they promised me). She tries to hang up on me a few times and finally, she assures me that the manager of the customer service calls me on this issue within 48 hours but I never get this phone call despite its being 5 days while I'm writing this complaint. I call back to the store and ask them to talk to their manager with no luck. They only advise me to call customer service again and fight harder! I'm so exhausted from being ping-ponged back and forth! I feel scammed and that's not right!
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
  
  
  Consumer Response /* (2000, 7, 2022/09/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They showed understanding to my complaint and credited my promotion, as it should be.

• Initial Complaint

  Date:08/29/2022

  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.

  Complaint is against local sales location, Durbin Pavilion Saint Johns, FL & corporate location in Knoxville.
  
  I want to start that the salesman,. we had was a great, at first. We were getting five new phones and two new watches as part of the special Verizon was running. I submitted my previous statement and received trade-in VISA cards for all of the phones. One of the watches had already been paid off. The other watch was less than a year old, but I traded it in and was told I'd get a a rebate VISA card for the payoff $331.18. I received the VISA cards for the five phones. The watch has become a Major issue. I've re-submitted the receipt numerous times. My issue has gone to corporate and they came back that Verizon didn't have a special on the watches. I explained that not only did my salesman tell me about the watch rebate, but three more at this location said Verizon was running a watch rebate at that time. Corporate asked me if I had anything in writing that shows Verizon was offering this rebate when I got the watch. Of course I didn't. How many people aren't going to trust that the information being provided? Corporate has said they weren't honoring what their sales people are saying! . was fighting to get this corrected since March. The last communication I received was May 27th. I've reached out numerous times since then with no response. (I have all of the emails and text message on this issue)
  
  At this point I have to say don't spend your money and trust at this location or any other Cellular Sales location. Local and corporate management aren't going to make good on what their employees are telling their customers. Extremely poor customer service. I expect either a credit for $331.18, VISA gift card for $331.18, or other restitution.
  
  This is also being posted to other message boards, the BBB locally and at their corporate headquarters location. Maybe low reviews and the BBB will get their attention as nothing else has!
  

  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/08/29) */
  Cellular Sales previously had a case for this customer and reviewed their request for a credit. We were unable to assist with a credit since the customer signed documentation that agreed to the full cost of the device. Cellular Sales considers this matter closed.
  
  
  Consumer Response /* (3000, 7, 2022/09/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The paperwork I signed for the watches and phone had nothing about the VISA gift cards, so that defense doesn't fly. Please provide a copy of these disclosures that show the VISA gift cards for the phone, but not for the watch.
  If you decide not to reimburse me, I'll picket outside your store. How many sales lost makes up for the $330 plus dollars?
  Now I understand why your Google and Yelp reviews have the comments they do. Salespeople promising items and not delivering. I'll also be reaching out to Verizon and making a formal complaint with them.
  
  
  Business Response /* (4000, 9, 2022/09/07) */
  We cannot speak to any verbal communication that may have occurred at the store since we were not present. We can only go by the signed documents from the sale. After researching this concern there was no promotion available from Verizon that offered a Switcher promotion on a watch line. Since the customer was unable to provide any written documentation that referenced the promotion, Cellular Sales is unable to assist. Cellular Sales considers this matter closed.
  
  
  Consumer Response /* (4200, 11, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Management and the sales team must be accountable for what they are promising to the consumer. Why would I trade a watch that was a few months old in if I weren't promised a VISA gift card. It cost me to pay off the watch from T-Mobile the to only get minimal in trade. Now I'm paying for the other watch. I would have never done that. Absolutely horrible business practice and ZERO customer service. I will make sure and tell anyone who'll listen never to buy from your company.

• Initial Complaint

  Date:08/18/2022

  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.

  In January, I went to the Cellular Sales in Abingdon, VA. I have with and both sales representative with this location. Both sales representatives told me that there were promotions from manufacturers of the phones that would make it able for me to upgrade my phone at no cost to me. When I took the offer that both representative told me of I was shocked to find out that there were installment payments applied to the bill for the products that I was offered by both representatives. When I called Verizon Wireless they told me that the promotions that were offered never existed. I am stuck in a high bill situation and am struggling to pay my bills now because of the misleading information that I was provided. I would like them to resolve this and help me lower my bill.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/18) */
  Cellular Sales has received the concern and is currently working with the customer towards a possible resolution.

• Initial Complaint

  Date:08/16/2022

  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.

  My senior citizen mother went to this store today because here phone was acting irregular, which has happened before because of the way she holds the phone with her fingers on too many buttons. In the past, we went to the Verizon store in Coral Springs or in Deerfield Beach. The staff at these others store were great and was not trying to hassle her or anything shady, just help her fix the issue.
  She went today 8-15-2022 and instead of the staff fixing the small issue of resetting her cellphone, they hassled her into trading in her phone. A year old 4.5 star 128G Samsung and purchasing a 3 star 2022 Motorola Edge. Even if this new phone was 5 star, we can't afford it! My Mother has never used any brand other than Samsung and I doubt if the employee even asked her. She's obviously already struggling to use the existing phone that brought her to the store in the first place. This staff has NO MORALS what so ever.
  I called the store to ask for the manager and the rude guy that answered said she was on vacation and no one is in charge. After explaining what happened, he stated that they are in the business of selling Verizon products. I responded, that it was true but it shouldn't result in taking advantage of the elderly.
  It's only been a few hours and they won't take the phone back, credit the account or even offer an apology that's FREE!!! The guy that answered the phone got mad at me for complaining and defended the thief that sold my Mom the crappy phone. He actually threatened to hang up on because I disagreed with them ripping off the elderly. I looked at the reviews after I hung up and noticed I wasn't the only one. I would like a complete refund with my Mom's phone returned or my account credited for the price of the phone and remove the 3 year contract they made her sign. I have several lines on my account so my old cellphone bill was $396 monthly, new $471, which I can't afford! I've always felt like a valued customer until now.
  

  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.