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Complaint Details
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Initial Complaint
07/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased a phone through cellular sales which is a Verizon distributor. I traded my old phone in and was expected to receive a promotion of $800 credit. The person I did the exchange with apparently did not know what he was doing I left the store with my new phone leaving my old phone with him he did not attach it to my invoice and I'm overpaying for my phone for about 11 months because the credit was never applied.
Business response
07/01/2024
Cellular Sales is actively working the concern to navigate a resolution.Business response
07/15/2024
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.Customer response
07/16/2024
Once again I understand that. But they also failed to attempt any resolution for 8 months. And now I am losing my old phone and $800Initial Complaint
06/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 6/7/24 I visited the Verizon store. I bought a iPhone 15 and was charged a 30.00 service fee by ******* at the Normandie/Wishire store. ******* charged me the fee only after I started calculating my bill to upgrade my phone. I am an elderly woman and he wanted to take advantage of me. I need the 30.00 “service fee” reversed!Business response
06/10/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.Business response
06/12/2024
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
06/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had a conversation today with 3 different Verizon reps first one was very nice, the second was very short and rude just put me on hold didn’t tell me where he was transferring me or anything was very rude my people have been customers for over 30 years and pay very high amount for their services VERY HIGH AMOUNT FOR PEOPLE TO HANDLE YOU THIS WAY IS RIDICULOUS AND GETS A COMPLETE 0 in customer service and customer retention rep Kennh was so rude I continuously asked for a supervisor rep placed me on hold as if he had disc the call over talked me the entire call I understood what was needed but I wanted a supervisor to report the pour customer service I receivedBusiness response
06/05/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.Business response
06/10/2024
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
05/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 5/20/24 my husband and I went to cellular sales in Clarksville, TN to switch our service from AT&T and get new phones. We were upsold a bundle of an Apple watch and 3 iPads for an amount that was under quoted by $40 per month over 36 months, costing over $1000 for the error or “typo” as the agent calls it. Our service was switched over and we are now locked in to a rate we did not agree to. We also did not get the free streaming services for 6 months that we were promised. This is showing as a $10 charge on our bill in addition to a prompt on two iPads that is not applying, costing an additional $26 per month. Our quote shows a discount on each of the two phones we purchased as $23.05 per phone. We are only receiving a discount of $18.04 and $18.44 per month. This is costing an additional $10.56 per month. We have made multiple attempts to reach out to the store, the agent, the corporate line with no resolution. We have been many empty promises that this will be resolved but our calls have not been returned and nothing changes on our bill. We made a financial decision on a quoted amount and cannot afford this additional cost. I would like to be reimbursed the $1000 we were misquoted and have the additional promised charges of $46.56 removed from our bill.Business response
05/29/2024
Cellular Sales has received the communication from the customer. Cellular Sales does not control or mandate Verizon's promotions and the customer was advised to wait the standard 1 to 2 billing cycles for the promotional credits to appear on the bill. The customer may contact us if they have questions at 877-851-0649.Customer response
05/29/2024
Complaint: ********
I am rejecting this response because:This Issue is not regarding only promotional credits. The sales agent made an error in the quote for services that will cost an excess of $1000 over 36 months. I was quoted $7.50 for watch service that does not cost $7.50. It costs $15. I was quoted $10 for service on a iPad that does not cost $10. It costs $20. I was told I would receive $12.77 as a credit on my bill every month that is simply not true. Only 2 ipads will be credited. Kendra, who made the “typos” informed me that these will not be fixed. She straight up told me these are typos and I am responsible for these costs. She made a little oopsie! No biggie, right? Just pay it you say! This misquote should not be my responsibility. I should not be bonded in contract to pay for services that were misquoted to me by a sales agent who can’t do math. I DON’T WANT to pay a bill for one to two months that is incorrect due to your employee’s error. Verizon is charging me for fees that Cellular Sales MISQUOTED, These are not promotional discounts. You FRAUDULENTLY quoted the price of the plan AND devices. Please explain how this is an acceptable business practice and not considered fraud. Waiting one to months will be too long to return these devices and cancel a plan that was misrepresented. These fees are not going to be adjusted by Verizon because Cellular Sales provided a quote that was incorrect from the beginning. This is the quote I signed and it is the amount I expect to pay.
Your employee is aware of a mistake they made and it is not being fixed. I suggest you communicate with Kendra Collins and stop sending generic responses that show you are not even researching the issue.
Sincerely,
******* ********Business response
05/29/2024
Thank you for providing additional details surrounding your experience with Cellular Sales. Cellular Sales continues to work on the concern and has an active case for the customer. An update will be provided to the customer within the originally provided time frame. The customer may call us if they wish to discuss further at 877-851-0649.Initial Complaint
05/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have been a Verizon Wireless Customer with my Business for over 20 years. I went in on March 16th, 2024 to add a new line for my 13-year-old daughter. We spoke with a very professional salesman named ****. We were going to trade in an old iPhone to get a discount on the new phone. We also inquired if any phones were eligible for an upgrade. He said the number 703-772-8929 was eligible and we would get a 440 dollar credit over 36 months which would show up as a credit of 12.12 cents per month. He also said 703-283-1714 and 571-340-1648 had 2 more payments for phones to be paid off, but both phones would qualify for the 440 dollar trade in value for new iPhone 15s. My family and I left to discuss and when I went back later that night **** was gone, so I went over the paper work written up by **** to get 1 new line, and upgrade the 3 lines listed above. I worked with a Gentleman named Sean. He was very nice but obviously new, as his coworker Malachi, had to help him numerous times due to mistakes made when trying to pay off phone balances and complete paper work for new phones. When we were finally finished it was my understanding no phones need to be traded in except the phone we traded in for the new line. I was under the understanding all 3 phones were paid off. **** NEVER mentioned the need for phones to be traded in for an upgrade. When I recieved my first bill which was double my normal bill I went to inquire why there were no credits for the new phones and **** asked me if I had turned phones in? I told him I was never asked to but could go and get phones that day if needed. When I returned with phones he told me the reason he never told me to trade in phones is there was no upgrade available. So first he told me he definitly told me to hand phones in, which he did not and then he said he never told me because no upgrade was available. I have paper work with all trade ins which were discussed and promised and feel I should get trae in credits as promisedBusiness response
05/28/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.Business response
06/03/2024
Thank you for your response. Cellular Sales is unable to assist with any credits due to the customer not meeting qualifications for the promotion and we are unable to speak to what was discussed at the point of sale. This is the final resolution and the concern cannot be resubmitted unless there is new documentation. At this time, Cellular Sales considers this matter closed.Customer response
06/03/2024
Complaint: ********
I am rejecting this response because:
We can let this case be closed, very disappointed that the response says they can not discuss communication from point of sales. This is where the problem lies. If a sales associate convinced us to pay off our phones and take advantage of an upgrade promotion that never existed, I am dumbfounded at the response from this company.I will go back on the BBB website and put a formal detaied review to warn other consumers, i will waste another day reaching out to Verizon Corporate to let them know how Cellular Sales is tarnishing their name and we will move forward. Thank you BBB for trying to help with a very frustrating circumstance!
Sincerely,
****** ******Initial Complaint
05/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
5/10/24 I entered the Verizon store, Lynnhaven mall to inquire re international calls b/c I have an account. I carried an Apple bag. An employee asked if I'd just bought a phone & convinced me to return the phone stating I could get their $830 phone for $190, tax on $830, $35 transfer fee. I didn't know I could return a phone, but employee stated, "You can always return a purchase within 30 or at least 14 days." He also sold & installed glass protective screen cover. 5/12/24, the cover edges began disintegrating and became sharp. I was to receive an emailed receipt but didn't. I obtained a receipt from AMEX, which isn't itemized. 5/20 I go to the store to have the screen removed and for a refund. No manager was on site. The employee who serviced me, ** ** ******* was extremely rude, and I've filed a complaint with Verizon about him. He removed the screen, threw it away, refused a refund, and asked me to leave his station. I went to another area and called Verizon. I spoke with an employee and two managers who told me the store was not a Verizon store despite the signage, and agreed I'd have no way of knowing this. I was told a receipt for my purchase wouldn't be in their system. I left the store without the screen protector and without a $40 refund. Note that another employee said I had to return the screen to the manufacturer and pay shipping and I could get another. But it had been discarded in pieces, and as the employee who sold me the phone said, You can always return a purchase within 30 or at least 14 days. I've tried to call the manager to no avail. I complained to Verizon, and someone was to call. me back the next day between 2:30 and 3:00. No call. I want an itemized receipt, a refund for the protective cover, & how to discern tax legality I was offered another cover "from the back for people like you who damage their covers." I don't want another glass cover since they last for 2 days. I didn't damage the cover. My purse has an exterior phone pocketBusiness response
05/24/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.Business response
06/20/2024
Cellular Sales has reached out to the customer and provided an update on the customer's expected refund. We have notated the customer's previously provided feedback regarding their store experience. If the customer would like further assistance they may call us at 877-851-0649.Customer response
06/23/2024
I will attempt to contact the retailer directly Monday, June 24. A car accident and a death in the family has distracted me from this.Initial Complaint
05/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Verizon Cellular Sales ******* *********) told me I had thirty days to cancel my sales order. However my name was forged and submitted for billing ($474.98) . after several days they could not activate the phone so I told them to cancel the order. In addition I was charged $45.00 for device setup which did not happen.Business response
05/21/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.Business response
05/29/2024
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
05/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Sales Staff made unauthorized changes to cell phone plan. Was charged $380 for an early termination fee for one line. Sales staff was completely unprofessional, bordering on using "predatory" sales tactics. Staff did not explain terms and conditions of sale.Business response
05/17/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.Business response
05/29/2024
Cellular Sales was able to reach out to the customer to provide a final resolution. At this time Cellular Sales considers this matter closed.Initial Complaint
05/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
They lied to me about up charges. Putting services on my phone I did not ask for. Like Apple watch and hotspot. Then Verizon charges me late fees when I get the bill. I had to buy a phone for over $500. So I can get out of the cell phone service and return to my old service. Now I have a $500 phone I can’t use. I was with this company only for few months, and I was lied to up charged and charged late fees. Now I’m stuck with a phone that costed me over a half grandBusiness response
05/13/2024
After reviewing the information the customer provided, we were unable to locate them as a customer in our point of sale system. It is possible the customer visited a Verizon corporate location or another Verizon retailer. Cellular Sales will reach out to the customer to investigate further. If the customer is with another retailer, we will direct them through the proper channels. If they are a Cellular Sales customer, we will work with them to reach a resolution.Business response
05/17/2024
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
05/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I upgraded 4 cellphones on 4/19/2024, 4/23/2024. 4/25/2024 and 5/12024. The original person I saw was ******* ******** who sold husband and I our phones. In our discussions prior to my purchasing the phones I asked if the plans needed to be changed to get the loyalty promo to which he responded no. I asked again making sure that there would be no changes to our plan and asked that no changes to our plans be made. He indicated there would be no changes to the plans. After the purchase I looked at what would be my new bill and saw that my husbands plan was changed and two perks at $10.00 a piece were added. At the same time I noticed that my son's plan done by ****** ********* was also changed after indicating that I didn't want any changes. I called Cellular Sales customer service and they indicated that they could not put the plans back that were taken away. I proceeded to go to the store and asked for the manager. They said there was none there. I then spoke with ******* and asked why he changed the plan after I repeatedly told him I wanted it to remain the same. He first tried to tell me that it was necessary for the deal. I told him that was not true as it was discussed with him and verified by other sources that no change to the plan was necessary. He then said " I am sorry that I saved you money" stating that this plan cost less. I indicated that the decision to change the plan was to be mine after a discussion of the benefits ending in my agreement. We had no such conversation and he did it without permission when he had access to my account which they needed for the upgrade. I then saw a person who indicated he was a manager (and was in fact there the whole time). He was able to revert the lines back to their original plans. On May 1st my other son saw ********* *****-********. He charged my son $59.99 for a device set up when the rest of us were charged $35.00. He listed it as an Ultimate Setup but his data transfer was no different than mine as we have the same phones. I contacted customer service to get reimbursed for the difference and was told it was the store discretion to charge what they want and it is nonrefundable. I would like a refund of $44.99 $20.00 for the two perks added and $24.99 for the difference in set-up fees.Business response
05/13/2024
Cellular Sales previously 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.Customer response
05/15/2024
Complaint: ********
I am rejecting this response because: They are a store that took a credit card payment and should be able to issue a refund to the credit card I used. They offered me an 80 dollar store credit however I do not want to go back to this establishment as I have already had bad dealing with them.
Sincerely,
***** *************Business response
05/15/2024
Cellular Sales is unable to assist with credits. If the customer is able to locate any additional information or documentation, we would be happy to resubmit this request. Cellular Sales considers this matter closed.
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318 total complaints in the last 3 years.
113 complaints closed in the last 12 months.