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

  518 Battle St E Talladega, AL 35160-2541

• 

  Verizon Authorized Retailer - Cellular Sales

  1960 Rainbow Dr Gadsden, AL 35901-5567

• 

  Verizon Authorized Retailer - Cellular Sales

  2136 Cobbs Ford Rd Prattville, AL 36066-7700

• 

  Verizon Authorized Retailer - Cellular Sales

  704 Pelham Rd S Jacksonville, AL 36265-2734

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:01/31/2024

  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.

  I signed on to be a new customer for Verizon on 08/21/23. I traded in three phones Verizon lost one of my phones. They couldn’t find any information on it. I kept all the paper work on it and the fedex number and proof. They said that with the information I kept and gave them they would credit my phone to my bill. Here it is 01/31/24 they still have not fixed my bill and credit me for the phone they lost. I was told by manger if they didn’t find it the phone they would give one of the phones for free. Neither has taken place no credit of $800.00 towards my phone. And no phone for free yet. I’m tired of calling in every month for them to fix my bill. I want this fixed as a customer I shouldn’t have to call in waste hours of my time on the phone each month.

  

  Business Response

  Date: 02/01/2024

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

  

  Business Response

  Date: 02/05/2024

  Cellular Sales has attempted to contact this customer regarding this issue; however, we were unable to reach the customer. The customer may contact us if they have questions at 877-851-0649.

• Initial Complaint

  Date:01/30/2024

  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 went into the store a couple weeks ago to preorder the new Samsung phone. I got a notification from Verizon that my device had been delivered and it was ready to be set up. I went into the store that afternoon and the employees told me that i couldn't have the phone until the 31st. I asked why and they said that it hast launched. I mention that the employee that i ordered it with stated that it may come in before the 31st and i could come get it whenever. He laughed in my face and said well to bad you cant get it. I told him i would be contacting Verizon. i left the store and chatted with Verizon. they stated that i should have received my phone because i preordered it. that they shouldn't held it. Verizon tried to contact them as well and they just kept them on hold the entire time and wouldn't speak with them about the situation.

  

  Business Response

  Date: 01/31/2024

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

  Customer Answer

  Date: 02/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I've called again today to get my order canceled and got hung up on. I just want my order canceled asap.
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 02/02/2024

  Cellular Sales has an update for this customer regarding this issue, however we were unable to reach the customer. The customer can reach out to us at any time by calling 877-851-0649.

• Initial Complaint

  Date:01/22/2024

  Type:Delivery 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.

  Bought a new iPhone15 a week later decided to take them up on a new iPad as well with financing through Verizon. Originally I was told I would have to have 325.00 down in a week the 325.00 went to 707.00. I am 18 and didn’t purchase anything during this week to affect my credit score so that was the first lie. I needed the iPad for school and still decided to purchase even having to come up with over double what I was originally told and then paid for overnight shipping. I was told to be up between 8 am and 12 because it had to be signed for or I would not get it. I got up the next morning waited and no iPad so I called then told after I paid 724.00 that the iPad was out of stock and would be shipped now so common sense would say ok I will get it on Saturday since FedEx does Saturday deliveries. Once trackable the delivery date was 01/22-5 days after it was ordered. So I called back in and ask what was up and they said that was the only way it could be sent which was another lie and they would credit my account for the shipping delay 35.00. Then today I spoke with FedEx because it was showing in transit I was hoping for an early delivery and they told me Verizon flat out lied to me that there was no overnight shipping marked on the package that was why it wasn’t delivered today but it could have been if it had been marked. So I called Verizon back got a rep that was rude and said Verizon didn’t offer weekend shipping which fed ex said was a lie and that there was nothing else that they could do. So after spending over 700 we have a 5 day wait and have to make arrangements for someone to be here when we can’t to sign for something that should have been here Friday all because I locked into a 3 yr service & I have been told nothing but lies. So 2 three yr services is only worth a 35 credit to such a large company & what they stand to make off of me. After I have caught them in multiple lies and I have spent all together over 6 hours or more on the phone with them.

  

  Business Response

  Date: 01/22/2024

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

  

  Business Response

  Date: 01/26/2024

  Cellular Sales is happy to assist with the customer's concern, however we do need to verify the account and further discuss the specifics of the concern. The customer can contact us during business hours at 877-851-0649, our hours of operation are Monday through Friday 8:00 a.m. to 8:00 p.m., Saturday 8:00 a.m. to 6:00 p.m., and we are closed on Sunday.

• Initial Complaint

  Date:01/15/2024

  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.

  We have our cell phone service with Verizon. We went into the store and asked if Verizon had a 5G WiFi tower in our area and were told yes by one of your salesman. We immediately switch from Xfinity to Verizon. We purchased a new security system for our home, that has camera's and motion sensors. I couldn't get the camera's or our motion sensors to work. Our security company told us the problem was with our WiFi. I called Verizon customer service for help. This is when we found out we didn't have 5G and never had. The WiFi we had was to low, for our security camera's and motion sensors to work. I was told how to check our WiFi, by the Verizon guy I was talking to on the phone. I have checked every day and we have never had 5G WiFi. Verizon Ticket # NRB000011462239. Since then our WIFI has gone out numerous times. My wife, was on chat with your customer service, WiFi went down. Had to called your customer service for help. This is when she was told Verizon did not have a 5G tower in our area! The salesman in your store, put an address in for our WiFi ,that we have not live at in over 10 years or more at Kelly Way St, in Rio Rancho, New Mexico. I was told that's why our WiFi drops and we didn't have 5G. Your salesman, when we switched to Verizon (in Verizon store) lied to us and hooked us to a tower that we will eventually be blocked from. The salesman in Verizon store, didn't tell us he was doing this when we were sitting in their store. Unfortunately he just wanted to make a sale. Isn't what he did illegal? We cannot and should not keep paying for 5G Wifi we have never had, We cannot have our WiFi continually dropping, we purchased a security system we cannot use with the WiFi we have. Again, we are paying for something we never had. We went into Verizon in good faith. We would like a refund on the money we have paid for 5G WIFI we never had. We would not switch, if we knew your salesman was lying to us and putting us in jeopardy. Verizon Acct: 873903784-00001

  

  Business Response

  Date: 01/15/2024

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

• Initial Complaint

  Date:01/12/2024

  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.

  Back in October of 2023, I was looking at switching plans because I needed a new phone. I went to the Verizon store at 5600 Tinker Diagonal in Midwest City, Oklahoma. There a young sales associate showed me a plan that was roughly $10 more than what I currently pay. I left the store and looked at other options, but returned the same day and went over the numbers mulitple times. The sales associate confirmed the numbers to be in the low $290 range. He had me apply for the military discount while I was there to have added to my account. He did warn me that I will see some fees on the next bill of about $75. I did see these fees and had no issues paying. Now that it is a month after, the bill is just short of $350. I went back to the same door today the 10th of January 2024 to check the bill and why it is a lot higher than quoted. Another sales associate assisted and said that I was not getting my veterans discount, but she also said she needed to call someone to look into my account further. The person she called said everything looks accurate and that I am receiving all my discounts. I also complained that my account is constantly dropping my phone calls and having very poor or no network signals. Bottom-line, I verified (before switching plans) that my account was not going to see a significant change in my monthly charges. The sales associate at the time showed me on his computer what my new charges will be. I believed the associate and agreed to change. Essentially, I was lied to so that Verizon can get more money from me basically for the same exact service. Basically, I want Verizon to honor this quote that I agreed to in order for me to make the change I made with my plan.

  

  Business Response

  Date: 01/15/2024

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

  Customer Answer

  Date: 01/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: Here are the facts. I went to a Verizon store that apparently is operated by Cellular Sales and their representatives. These representatives are who convinced me to switch plans. They are the ones who verified with me an amount that I would pay if I was to switch. Based on the information provided by the Cellular Sales representative, I made the change. Now, the monthly plan amount that I pay is significantly higher than what was quoted. It is the responsibility of both Verizon and Cellular Sales to correct this issue. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/19/2024

  Cellular Sales was able to reach out to the customer and determined that the customer's charges are valid. Cellular Sales does not mandate or control Verizon's notifications, services, or features. The customer was directed to Verizon Corporate Care for further assistance regarding his expected discounts and service issues. If you have any questions, please contact Cellular Sales Customer Service at 1-877-851-0649. Cellular Sales considers this matter closed.

• Initial Complaint

  Date:01/12/2024

  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.

  My sister and I went to Cellular Sales - Morrisville (NC) at the end of September 2023 to avail of their advertised promotion of upgrading/trading in any iPhone to iPhone 15. I asked the salesperson we dealt with, ***** ******** what the cost of trading in our iPhone 12's and he said that it would be very minimal - it would add about $4 more/month to our monthly bill of ~$150. Essentially, the trade-in value of the 2 iPhone 12's covers most of the cost of the 2 new iPhone 15's. Because of this deal, we proceeded with the trade-in. When our first bill after the trade-in came in October, it went up to $200/month! In other words, the trade-in did NOT happen! I thought maybe it needed another month for the trade-in and bill adjustment to happen, so I waited for the November bill. I was again auto-charged $200! I then called the store around early December to raise the issue and I was told that ***** no longer worked there. I explained my issue and they said that the manager, ***, would call me back. She NEVER did. I called at least ten times more for the next couple of weeks and I keep being told she will call me back. I finally decided to come into the store and spoke to ***** who then tried to fix the issue while we were there. He said he's going to make arrangements to ensure that we get refunded the overcharges for 3 months and ensure that the updated bill will be corrected starting this January. As we left the store, he called me and said that his manager said they'll just have to cut us a check for ~$850 or so to refund us on one iPhone 15 as somehow there was a problem in handling the billing with Verizon corporate. ***** said I would get a phone call from Verizon by Dec. 27th or 28th to get my info so they can mail the check to me. By Dec. 29th, still no phone call so I called *****. He said he'll take care of it and will email his director and me with the details. Still have NOT heard anything! I want my refund of $850 AND a bill adjustment.

  

  Business Response

  Date: 01/15/2024

  Cellular Sales is actively working the concern to navigate a resolution.

  

  Business Response

  Date: 01/23/2024

  Cellular Sales was able to reach out to the customer and provide a viable resolution. Cellular Sales considers this matter closed.

  Customer Answer

  Date: 01/24/2024

  
  Complaint: ********
  
  I am rejecting this response because I want to wait until I receive my next bill (Feb) that proves/shows that they have corrected my new monthly bill.  Until then, and until I confirm that the new monthly bill amount is correct, this case needs to remain open.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/11/2024

  Type:Billing 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.

  On September 28th, 2023 I went with my son to Cellular Sales 2415 West Mason Street, Green Bay, WI 54303-4710. We worked with ***** *********. My son and I were asking about the New Samsung S23 phone. We were told that my son could trade his Samsung Galaxy S21 Ultra 5G phone for the Samsung Galaxy S23 Ultra 5G phone. That the trade in amount would be $800.00. Then the salesman said I noticed that you are wearing a Samsung watch. My son said yes it's not that old. Salesman said well they have a really good promotion going on those. You can get the newest watch for free basically. So my son said tell me more. He said you get the watch for $395 then you get $349.99 credit on the watch. Plus you get a $180 trade in for your old watch. So my son said ok I'll do that. Then my son asked about his plan. He has the 5G Play More plan. Salesman said you can keep that plan with this promotion. So then we had to pay off the phone he had which was $240. Then we had to close his account that he had with Verizon. Then they moved his new devices phone and watch over to our account. We paid everything that was needing to be paid. Then we said your really busy, we can take the devices and get them set up if they are activated. So we took the boxes and paperwork. A few days later I went back there with my sons old phone and watch. ***** was not there. The salesman said I can put these into the safe and give them to ***** when he gets back. I said alright and gave them to him. The next week I called and left a message but no call back. The next week I called and spoke to *****. Was told that the devices were still in the safe and he would process them in a few days. Then on October 26th I talked to *** at Cellular Sales Corporate Office. He told me that he was going to put in for a $800 credit for the phone, $180 credit for the watch and $70 credit to our account for the activation fees because we were promised that. Still have not been given proper credit for the phone.

  

  Business Response

  Date: 01/11/2024

  Cellular Sales is actively working the concern to navigate a resolution.

  

  Business Response

  Date: 01/15/2024

  Cellular Sales does have an active case being researched on your behalf. We do appreciate your patience while we are attempting to navigate a resolution. An update will be provided to the customer once a resolution is determined.

  Customer Answer

  Date: 01/18/2024

  I am writing today to let you know that Verizon has resolved the issue with our trade in. They have corrected the errors on our account. This case if finally resolved and can be closed. 

  Thank You so much for everything.

  Stay warm and have a great day!

  ******* *******

   

• Initial Complaint

  Date:01/05/2024

  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.

  I am so upset, I don’t know where to start. As a new customer, we should be treated with respect and honesty. I was told when I switched over from AT&T my bill would be $310 per month and now I’m receiving a bill of $643.90 that was told by Ryan and Zoey from customer service. I had three phones that was supposed to be trade in from the salesmen but unfortunately per customer service he never traded it in and that’s why my bill is so high. So I had to trade in all 3 phones on my day off when it’s Verizon responsible. The salesman did nothing. The first day we got the phones, we had to go back to the store 4 times because he rushed on them and they were not working properly. The second day I couldn’t receive calls because he was rushing. Then he tells me your bill will be $310 with all discounts. Over the phone I was told before switching over that I had no deposit but when I went inside after staying 2 hours, I had to pay almost $400. This has been nothing but a disaster from the start and lies after lies. Third day, salesmen’s stated I will get my deposit back in 2 weeks and I haven’t received anything. My husband just passed away and he was aware of it and I have to pay 10,000 by myself and if I knew this would be the issues, I wouldn’t had switched over. I’m briefing on top of wounding why was I lied to and why did you guys take my money when stated $0 deposit. That’s standing especially because I didn’t get the money back nor my bill isn’t $310.

  

  Business Response

  Date: 01/09/2024

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

  

  Business Response

  Date: 01/20/2024

  Cellular Sales was able to reach out to the customer and provide a viable resolution. Cellular Sales considers this matter closed.

• Initial Complaint

  Date:01/02/2024

  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.

  I was deceived and scammed at this location while making a purchase. The sales person deceived me with charges for a disguised commission fee that in the bill appeared to be the Verizon Wireless $35 fee per line (which total $105 for three upgrades). When I realized what happened a week later, I contacted the store to speak to the sales representative. He was out of the store that day so I asked to speak to a supervisor. I was told no supervisor was available and that I could call Verizon Wireless directly. When I asked what the fee was for they indicated that was a device set up fee, which I never agreed to pay. In fact, two of the phones were not set up, and I was offered to have my information transferred with no statement or indication made that a fee would be charged. Had I known I would've done it myself since this is not the first time I have purchased a phone and know exactly what I need to do to get my information into the new phone. The person I spoke to at this location did not offer a resolution even when I was complaining about the fake charges and told me to contact Verizon Wireless customer service. Upon contacting Verizon Wireless they indicated retailers are scamming Verizon customers by adding hidden commission fees and unfortunately they get calls all the time complaining about this. The Verizon Wireless representative asked me for the store information and told me a report would be filed against the retailer that I did business with. I want the $105 credited back to my credit card due to deceiving charges added to my bill which made it look I was paying Verizon Wireless for upgrade fees.

  

  Business Response

  Date: 01/03/2024

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

  

  Business Response

  Date: 01/05/2024

  The set up fees that the customer is disputing are standard Cellular Sales charges and are disclosed on the signed invoice from the point of sale. Any crediting of these fees would be given as a courtesy. It is required for security purposes that we verify the Verizon account to ensure we are speaking to an authorized party who can accept a credit on behalf of the the Verizon account.  At this time, Cellular Sales has done all we can to attempt to assist this customer. If the customer is refusing verification and assistance, there is nothing further that Cellular Sales can do and we consider this matter closed.

  Customer Answer

  Date: 01/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  A check can be sent since Cellular Sales has verified my information in store on 12/22/23. I am not providing a new address or name so further verification is not required. Cellular Sales has the account information already so processing a credit to my credit card or sending a check is possible. They are refusing to do so claiming it is for "security purposes" and using the excuse that I signed a document. The document I signed and what I was told was coincidentally matching the $35 Verizon Wireless upgrade fee. The bill states "set-up fee" and the Cellular Sales representative NEVER discussed these were fees I could decline (which is ILLEGAL). IN FACT, the salesperson and manager have been avoiding my calls for two weeks and I have asked for callbacks. If these were reputable charges, why ignore me? Also, why charge something for a set-up that was NEVER performed! My phone was "set-up" because the salesperson INSISTED to help me and NEVER told me I would have to pay $35 for it. Again, all this is fraudulent practices to trick customers. If they were not I would have already received a call from the store but I have not and the corporate office would take responsibility their employees' actions. Of course they are not, is is easier to ignore and blame the customer. This matter is FAR from closed.

  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/27/2023

  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.

  Went to verizon in october 2023 and my father in law paid off my phone and my sister in laws phone based off the persuasion of a new employee. I had a device promotion payment plan ans did my sister in law and the employee failed to notify us that paying off the phones would charge us full price and nullify our contracts. When we realized the mistake and that my father in law over paid we went back to verizon cellular sales on pulaski highway where we were guaranteed a refund. after speaking with the manager and employee who made the mistake multiple times, they failed to get the refund. we also went to the verzion on honeygo blvd and they also failed to get the refund. my sister in law had a refund to the account. but my father in law had to call his credit card company and got his money back for my account. however verizon then charged my account the same amount that he got refunded. i have multiple messages saying im guaranteed a credit to my account and that this was a mistake but i have yet to revive the money.

  

  Business Response

  Date: 12/27/2023

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

  

  Business Response

  Date: 12/29/2023

  Cellular Sales has reached out to the customer to discuss their concern. The customer has advised their concern has been resolved through Verizon and they are not currently seeking further assistance from Cellular Sales. If the customer does have any further concerns they can reach out to us 877-851-0649. Cellular Sales considers this matter closed.