Complaints

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

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• 

  Verizon Networkfleet

  9868 Scranton Rd San Diego, CA 92121

• 

  Verizon Networkfleet

  1701 Golf Rd. Tower 2, Suite #100 Rolling Mdws, IL 60008

• 

  Verizon Networkfleet

  2400 - 1 Adelaide St Toronto, ON M5C 2V9

• 

  Verizon Networkfleet

  1600 Golf Rd Ste 800 Rolling Meadows, IL 60008-4223

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:07/21/2023

  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.

  Verizon Connect will not cancel a gps unit we no longer need from our account ************ since May 2023. I continue to call and no one will address the issue or credit our account.

  Business Response

  Date: 07/21/2023

  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

  Date:06/21/2023

  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 signed up to have Verizon Connect added to all our truck. Both GPS and Cameras. They sent ** the equipment it was installed and it never worked. We contacted VC several times, talked to several people, emailed countless times. Finally after months and months they send a tech to our shop. The tech is here for 5 minutes tells ** this system won't work for our trucks. We have plug in system and we need a hard wired system. No worries just call them and they'll exchange the equipment. Sounds easy, that was two months ago. We have called, emailed, called, and have gotten nowhere at all. Verizon Connect is the worst company I have ever done business with in the 35 years we've been in business. I have called my connections at Verizon wireless and they are at a loss. We have been with Verizon wireless for 10 plus years and have had great service. We will not pay any more invoices to Verizon Connect and feel that they have no interest in fixing our issues. If you are in need of GPS or Camera system please do not use Verizon Connect.

  Business Response

  Date: 06/22/2023

  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

  Customer Answer

  Date: 06/22/2023

  
  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

  Date:06/18/2023

  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.

  Since September 2021, the Verizon Connect company has been charging me the amount of $856 for a service that I never received. I previously had the *** service for my fleet with the fleetmatics company, I never had any problem with them, the customer service was excellent. The company sold to Verizon Connect, and from the beginning I had a lot of problems with the company. Previously the *** worked with 3G eventually to keep working we had to upgrade to 4G devices, I never received the new 4G devices me despite multiple calls and multiple emails made to verizon connect. The *** since September 2021 never worked again and they kept charging me every month. Since then I have tried in vain to cancel the account and they keep charging me every month.

  Business Response

  Date: 06/19/2023

  We have been in contact with the customer and advised them of the process. We are awaiting approval from our ****************** to fulfill their request.We continue to escalate to try and get a faster response. Response time typically 3 to 7 business days for approval. We are needing approval because the contract is subjected to termination fees because of the customers particular request.  

• Initial Complaint

  Date:06/06/2023

  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.

  I have been trying to reach someone about being billed when we signed for ELD and cameras under an April promotion for 60 days free, which ***********************, my sales rep said we would not receive a bill until August. We received a bill mid May and I have two case numbers ******** and ********. Not only has this payment processed but it was ****** more than the contractual amount and 60 days early. I have emailed and called and no one seems to want top help. Guess they are lying about free promotion and robbing people of $****** is how Verizon does business now. I want this charge of ****** reversed and I want a bill showing my 60 days credit or I am forced to dispute AGAIN I have a contract showing all devices and service for ****** and you all will for sure lose a customer due fraudulent advertising and poor customer service.

  Business Response

  Date: 06/06/2023

  Our ************** team member has been in contact with the customer and attempted to provide a resolution. The customer was not happy with the offered resolution and requested that they be refunded to their credit card instead of their account. Our team member will attempt to fulfil their request, but they also notified the customer that their credit and refund process usually involves with credits towards the account or issuing a check. We have issued the credit for the charges as well as a additional $100 as a courtesy. We will follow up with the customer the next to provide an update if we are able to refund their credit card. 

• Initial Complaint

  Date:06/05/2023

  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.

  Our concerns and reason for wanting to cancel is that the cameras are not working on 3 of the trucks and apparently have not worked for months. We scheduled an appointment for replacement at 7 AM MST one morning and the confirmation email stated 7 AM CST which would have been too early. When we called to have the time zone fixed we were told it would be $100 for the change of schedule. Regardless we brought in 3 employees with their trucks and had them sit for 2 hours waiting for an installer to show up and replace the cameras, they never did. There are significant communication issues with your customer service. We have called multiple times with no resolution. We notified Verizon of the malfunction Verizon failed to schedule the appointment for the correct time Verizon failed to send a representative to the appointment Verizon failed to follow up to correct the issue in a timely manner Verizon has yet to take action to resolve we continue to be billed for services that Verizon is not providing and is intentionally depriving from us. When we signed up, I specifically asked about the durability of the cameras and operation and was told they had very little problems. For 3 cameras to go out in a year indicates this part of the sales pitch was false advertising It is unfortunate that Verizon Connect chooses to treat a long time Verizon customer and a disabled veteran is such a manner. We simply want an appointment to get the cameras replaced at no additional cost, in a timely manner. Or let us cancel with no fees

  Business Response

  Date: 06/06/2023

  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

  Date:05/24/2023

  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.

  We have an account with ******************************************* Fleet and have 4 vehicles equipped GPS/Camera tracking. On 12/5/2022 one of our vehicles was in a major accident and totaled. I reached out to Verizon Connect to find out how to have the current camera/gps removed (insurance company had vehicle towed to their own tow yard) and how to get a replacement unit for the replacement vehicle I would be purchasing in the next 45 days. In February 2023 I purchased a replacement vehicle and had a replacement unit installed. Since February I am now being charged for 5 units when I only have 4 units/vehicles On 12/8/2022 started I calling and emailed my CSM (customer success manager) each time I received a promise to receive a call back with 24 to 48 business hours. As of writing this today no one has ever called me back. Between 12/8/2022 and 5/19/2023 I have called 20 times (most calls lasting well over 2+ hours). Each time I called I was told that I needed to talk to a different department to resolve my matter. When I called that department they referred me back to the 1st department. Each time there was a promise that someone would call back in 24 to 48 hours. I have spoken to ******, *********, ************************** just to name a few and they all seem to be in a manager position but never can seem to help. I asked multiple times to speak to a supervisor and was told supervisor was not available. I would like to get my billing issues resolved today and get a refund for the unit that I no longer have.

  Business Response

  Date: 05/25/2023

  Our ************** team has been in contact with the customer and provided a resolution that the customer has agreed upon. We look forward to resolving their issue in a timely manner.

  Customer Answer

  Date: 05/30/2023

  
  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

  Date:05/18/2023

  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.

  there are too many technical difficulties with the dual-facing cameras and the *** logbook. Our truck number 14 recently got into a major accident, and we cannot pull any footage at all, even though the camera was online with no error codes. It is unacceptable that our company couldn't investigate or look further into this incident, even with a dash cam. We were promised fast customer service when we initially signed up for your services. Still, we've been trying to contact you guys multiple times to fix numerous issues; every time, it's either no response or spending 3 hours on getting simple matters resolved, and most of the time, everything still needs to be fixed. We currently have eight cameras that haven't been connected to the reveal database for months, and almost half of our fleet's eld and tracking couldn't be utilized due to the system being unable to get it out of tow mode. When we initially installed the dual dash cam, we instructed the technician to place the camera in a position where the sunshade couldn't be blocked, which they acknowledged. The technician reassured me the sunshades would not be able to be covered by the shade, but they proceeded to place it in a high spot, which defeats the purpose of the driver-facing camera. I messaged support, and I was never given a resolution. We have only used your products for less than half a year, and only a quarter of your product functioned adequately. We want our Verizon Connect contract rescinded and the remainder balance waived. In such a short period, almost all the products have technical difficulties, and we're not getting the service and the quality product that your side promised.

  Business Response

  Date: 05/24/2023

  We have reviewed the customer's complaint. We appreciate the feedback and will have our ************** team reach out and provide a resolution. We understand the ask and we will try our best to resolve their issue with cooperation from the customer as well as it being aligned with the terms of their contract. 

  Customer Answer

  Date: 05/24/2023

  I finally heard back from verizon connect after I file claim on BBB. There are 2 different reps ******* me today, one by telephone, and one by email. The email rep is actually our account manager, and I ******* him couple times before by email, but never heard back from him. Here is the email I got from him "I wanted to reach out to you on behalf of the ************** team. We have received word of your situation and would like to provide any additional help to resolve your issue. I would like to set up  a call and discuss your account and the issues you have expressed in your complaint. We hope to provide a better experience for you to gain confidence with us and your service. Let me know your thoughts. Thanks"
  
  And here is my response "I am utterly disappointed with Verizon Connect, not only in terms of customer service but also the product quality. It has caused us significant trouble and losses. I have decided to switch all our services to Samsara. Therefore, I request to terminate the contract and waive all outstanding balances."
  

  
  

  Business Response

  Date: 05/25/2023

  We have responded to the customer advising them of premature cancellation with their contract terms and conditions and the fees associated with that process. We are willing to provide help to resolve their issues with credits and having technician to fix units that are not reporting. We have listed the message that was replied to the customer.

   

  Hi Dory,
  
  
  I apologize for your recent experience. Unfortunately, you have a contract in place and a premature cancellation will result in an Early Termination fee. I also wanted to point out that I'm not your Account Manager. As I mentioned before, I represent the ************** team. I would like to help you with your issues and need more details of the problems. I noticed that you are seeking credits for units that were installed late as well as units not reporting. Can you provide more details so I can work on resolving those issues? I look forward to hearing from you and resolving this issue in a timely manner. Thank you
  
  
  

  Customer Answer

  Date: 06/08/2023

  The contract is supposed to protect both parties, your failed to provide good quality eld and dash cameras and elite customer services as you promised before I signed contract, and now you tell me I am bounded by the contract? I don't buy it! Your failed devices and dash cameras caused our monetary loss at least 200k! 

• Initial Complaint

  Date:05/16/2023

  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 signed up for Verizon Connect Fleetmatics several years ago. The product worked as described. And the rate was reasonable. Years later, we changed our business model and no longer needed the service. When I attempted to cancel, I was faced with a stone wall of silence. No matter how many emails, customer service managers, etc, no matter what I tried, they would not cancel my account. My bank account continued being automatically debited no matter what I tried. This went on for months. MANY MONTHS. Finally, after at least five phone calls speaking to managers, I talked with a woman who said she would definitively cancel the account but that I would have to pay a cancellation fee. I said fine. Months passed and the account continued being billed, never being actually cancelled. I threatened to contact the **** a lawyer, anyone who could help. But the amount of money was so small it seemed pointless. Just $23 a month. But it wouldnt stop. At last I spoke to someone in Accounting and had my card removed after my third attempt at doing so. But they kept emailing. They threatened to send me to collections. They continued strange emails as if I were an actual customer, soliciting my feedback. Then they gave me my fourth CSM, a woman who told me that I simply could not cancel the account. She said she had heard of this before. She then went silent. While on my honeymoon I began getting calls from collections. I stayed on hold a couple hours and talked to an actual person at Verizon Connect. She said she would take care of it. She was higher up. A month later the issue remained. Nasty emails. Calls from collections. No avail. It continues to this day. It has been ONE AND A HALF YEARS. I am not the only one. There are many reviews like this. This company is terrible.

  Business Response

  Date: 05/17/2023

  Our ********* care team has contacte dthe customer and provided a resolution. We will keep in contact with the customer until the issue has been completely resolved. 

• Initial Complaint

  Date:04/19/2023

  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 am not able to get a replacement for an insured phone . Verizon failed To fulfill their insurance policies My plan was changed without authorization .My time was wasted on the phone without a permanent solution .

  Business Response

  Date: 04/20/2023

  This complaint is should be direct to our Wireless provider. We have forwarded your information over for someone to be in contact. Thanks

• Initial Complaint

  Date:04/17/2023

  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.

  In April of 2022 I attempted to obtain a ***/Camera from Verizon Connect / Fleet for my new business and a Semi Tractor Trailer that was in my fleet. After initial contact with a sales person I was advised that I would receive and *** for my truck, and a camera both shipped to me and then professionally installed by Verizon Fleet. I was sent a contract that reflected the monthly charge for the service with these devices once received and installed. I then was contacted by a 1 800 number for the shipping and supposed install of the equipment. I contacted this number and was advised there was no equipment to ship but I would receive the equipment when it was available and then installation would be arranged. I waited and made numerous phone calls and the 1 **************************************************** when I called to get the status of my equipment and shipping. This pattern went on for months and I was finally forced as a small business to find another *** provider so the truck could be put in service. I continued to receive messages about shipping my equipment but have to date never received the *** for the truck or the camera and have never had any equipment from Verizon Fleet installed or used in my truck. When I attempted to review my contract that Verizon had me sign the had removed it from my docu-sign account so I was unable to see the recourse for their failure to provide services. I did review, after the fact, Verizon Connect/Fleets reviews and was shocked to see this pattern on no equipment and attempts to bill for no service repeated over and over by this company. I tried to also call my sales **** ******* manager etc. All to no solution. They have now over a year later sent me a collections notice for the total of the contract while never providing me with an *** or camera for my truck.

  Business Response

  Date: 04/18/2023

  Our ************** team has reached out and provided a resolution to the customer. We have cleared the ******** and made the adjustment to their account. They will not be responsible for any fees and we have removed them from collections. This has been resolved and if the customer has any additional questions we advise him to reach out to the representative that has been in contact. Thanks