ComplaintsforVerizon Networkfleet

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife's cellular device (which is covered under warranty) is having call issues which makes her unable to communicate over calls. Verizon wireless refuses to replace the device and will transfer me any time I try to resolve the issue.This poses serious safety issues as my wife cannot communicate of voice calls at all.

  Business response

  06/24/2024

  Hello, this complaint was served to Verizon Connect in error. The customer's account in question is a ********************** Wireless account. Please redirect the complaint to Verizon Wireless for handling. Thank you.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been trying to cancel our service for the Fleetmatics ELDs for months, this started back in December 2023, they kept issuing tickets but never followed up, I then finally got ahold of someone in March only to be told, because they didn't get a 60 day notice, they auto renewed the contract and I would have to pay $2,700 to cancel my contract early. I sent the rep all the emails on file from ****************** of me trying to cancel this service, again after emailing him several times to follow up, never heard back from anyone, I am paying $280.00 a month for a service we are not using, I want this canceled immediately!!!!

  Business response

  05/22/2024

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact within 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.

   

  Thanks
  GCS Escalations Team

  Customer response

  05/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************
  
   
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  What I'm about to say with regard to this company has been said by numerous other clients of theirs. SAVE YOURSELF THE AGGRIVATION is all I can say!I used the service for a little over 4 years and signed a contract on 10-8-2019. I canceled the service in November of 2023 because we were using another means of tracking vehicles. I was told that I would owe an ETF of $138.00 and I agreed to pay the amount. However, on 1-16-24, I received an email notifying me that "a new invoice has been posted to your account with Verizon Connect" in the amount of $1,619.50. I contacted them to see why I received this email and was told it was an error only to see them charge my bank account for that amount the following day. After several phone calls I was told that they would refund the amount but I had to pay the $138 first. So reluctantly I did. But still, after months of dealing their lies I have yet to receive any of the $1,619.50 back. I've emailed them, called and no response. They are absolutely disgusting!

  Business response

  02/23/2024

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact, please let us know and we will escalate their issue to our Executive team. Thanks

  
  GCS Escalations Team

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  EMS Electric of *********** cancelled our subscription with Verizon Fleetmatics in 2020. The cancellation was not processed correctly and we continued to receive bills for over a year. In spite of being repeatedly assured that the account was cancelled and we would be issued a refund, we still received invoices each month. For over a year now, we have been receiving collection calls since Verizon turned us over to collections and they still have not issued the refund their customer service department confirmed we were owed.

  Business response

  02/21/2024

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact within 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.

  Thanks
  GCS Escalations Team

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are deeply concerned about unresolved issues with Verizon's vehicle tracking and dashcam services. The services have not properly worked since our original installations starting in May 2023. We are being charged for vehicle tracking and dashcam services; however, Verizon has not delivered their full contractual scope. Despite repeated attempts to address our concerns, the following critical issues persist:1.Overbilling: Erroneous charges for more than 8 asset trackers since May 2023 despite providing an accurate count prior to service initiation.2.Defective/Unsafe Dashcam Installations: Improperly installed dashcams pose safety hazards and have malfunctioned persistently, impacting our drivers and our companys professional image.3.Defective Equipment: Malfunctioning asset trackers and dashcams remain unresolved despite numerous support tickets (at least 25 tickets). Tickets were closed without our approval and without resolution. Some equipment has not operated since May 2023 (original installation) or June 2023, but we are still being charged for the services. Additionally, the vehicle diagnostics functionality, which we are paying for, has never worked.4.Returning Defective Equipment: Requested return labels for five defective items since May 2023. Received the first return label on January 4, **** and we are waiting for the remaining four return labels still.5.Resolution: Lack of adequate solutions impedes our ability to use services that are paid for monthly. We were informed on the phone by our customer service representative in October *********************************************************************************************************** refund on our account.Our attempts to resolve these issues via emails and calls to customer support have been futile. We urgently seek your intervention to address these concerns and ensure prompt resolution, including appropriate credits for defective equipment and corrective actions.

  Business response

  01/12/2024

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact within 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.

  Thanks
  GCS Escalations Team

• Initial Complaint

  10/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cancelled my account back on March. I have forwarded email proof to the company showing that I cancelled. They continue to harrass me to no end. Anytime I try to resolve the matter they transfer me from agent to agent for hours with no resolution.

  Business response

  10/25/2023

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.

  Thanks
  GCS Escalations Team

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We notified Verizon Reveal that we did not want to renew the *** service contract for our company well in advance of the 60-day requirement. We received multiple acknowledgements from Verizon staff that they received our non renewal/termination notice. We were told we would receive a Docusign to complete the processing of our non renewal. The communication stopped with *********************** and we received a message that his mailbox was no longer monitored. We attempted multiple times to resolve the issue. We called, emailed. We continue to receive the "run around." When we call, mysteriously, our call always drops. Verizon Revel attempted to bill our corporate Amex card. We provided the documentation to Amex to support our claim of non renewal. Amex reversed the charge in our favor. We are still receiving bills to date. We believe there is something questionable taking place because we are unable to resolve this matter in good faith. We currently have an outstanding bill that we DO NOT OWE. Verizon continues to bill us. We maintain meticulous documentation, and we have every email communication indicating we do not have an account with ********************** Reveal. We have attached some of the supporting documents here. These practices rise to level of requiring an investigation. How many other consumers is this happening to?

  Business response

  10/05/2023

  We have been in contact with the customer and provided a resolution. This would cancel their account with no cost and credit any incorrect charges that have occured. We provided an update and the customer has agreed with the proposed resolution. This has been resolved

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed up with Verizon Connect in March of 2022. Right away had issues with units that would not connect, had to jump through hoops to get them to exchange them, lots of wasted valuable time spent. Then as units died and we tried to get them exchanged we were forced into an additional contract for replacement units when it should have been a simple exchange. Dead units never removed from contract and we have been continuously been billed for them. They refuse to lists the serial numbers of the units they are billing you for. When demanding to know unit SN we were billed for we were given on several occasions the SN's for the units that never activated in the first place and were returned. They are now trying to bill us early termination fees for units that were dead and they were notified about prior to contract auto renew stating that they are still on a current contract. I see that I am not the only one having to deal with this, it appears it is their usual business practice. Why is nothing being done about this? What ***** ****** should they be reported to???

  Business response

  09/20/2023

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.
  
   Thanks
  GCS Escalations Team

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1/19/2022 I spoke with ***************************** regarding our devices no longer working and customer service telling me that we need to renew our contract. There was a pricing discrepancy between the old contract and the new contract, and I mentioned multiple times we were not signing until pricing is corrected and we are finished reviewing this new program. We did not like the new program; it did not do what we needed it to do as far as work orders with our techs. The 4G devices never came to us and our service was not renewed. ***** became unreachable by phone and email, and we moved on to a different company after removing the devices from our vehicles with a 3rd party contractor.Theres a second ticket ******** from 5/17/22 where I called in was told our CSM was *************************, and that cancellation must be done through him. I never received a response from *************************, Verizon connect/reveal would not give me contact information to reach out, but he was on the ticket to CONTACT US within 48 hours of me opening a ticket. 8/2/2022 I received an email from my assistant. He stated someone from Verizon connect called for me. I mentioned that I still havent heard from our CSM on cancellation and reached out via phone to *******, she said that she would have our CSM contact us. This never happened. A few more phone calls were made by me to customer service and I was told the same thing repeatedly that our CSM has to process cancellation. 2/2/23 I received a phone call from ***********************, *********************************************************** stating that we need to renew our contract, he states in the email that we are EXPIRED (Not early termination. More proof). He sent over requests for docusign multiple times until I asked him to stop emailing us. (this is attached to this email)5/15/23 I sent an email to **************************** stating all of the above dates after speaking with him via telephone. He responded to my threads with telling me the case is under review 5/16/23 then no more response

  Business response

  09/19/2023

  We have spoken with the customer and provided a resolution to their issue. We advise the customer of the next steps in the process in resolving their issue and the customer has agreed with the proposed resolution. We will ensure that the customer's account is canceled and they receive their refund as expected. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There have been various dates on transaction due to every time you order a new GPS device from *******************************************, a new contract date starts. It doesn't go on the original contract. All the dates are different and in our case we have 13 different contracts with different end dates.So far we have paid a total of $138,730.26 to Verizon since we joined them.Verizon Connect promised me customer service, correct billing, timely equipment arrival, and working equipment.The nature of the dispute is that Verizon Connect has not lived up to what was promised and we wanted out of our various contracts. But in order for us to get out of our various contracts, we would have to pay 85k to Verizon Connect. I have been working with them for the past couple of months to resolve this issue. They are not budging from this position. Our Verizon Connect account number is **********.

  Business response

  09/14/2023

  We have received the complaint and will actively work on resolving the customer concerns. There should be a representative in contact with 24 to 48 hours. If there isn't any contact please let us know and we will escalate their issue to our Executive team.
  
  
   Thanks
  GCS Escalations Team

*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. ↩