ComplaintsforVerizon Authorized Retailer - Cellular Sales

• Initial Complaint

  02/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a phone from 35969 HWY 27, Haines City FL 33844. The reason I am filling the complaint against the headquarters because I am hoping someone there can help me. The phone I ordered was delivered to the store but when I went to pick it up, they could not find it. I even heard a comment that another phone was missing earlier this week. I was told I had to wait 5 business days so they could file their paperwork before they could order me another phone. I asked why they can't just order another phone and I was told so they don't get stuck paying $1000 for a phone they couldn't sell to me. I asked to speak to a manager and I was told no one was there that can help me. It was a Friday around 11 am eastern. I am pretty sure there was a manager there because before I asked to speak to them, I saw the sales rep going to the same person over and over again with questions. Two issues I have: One was the comment that another phone earlier this week was missing too, apparently phones come up missing a lot at this store and the comment we don't want to get stuck paying a $1000 for a missing phone. Apparently the site does not have a procedure on tracking and receiving mail. I am unsure if they don't know how to store items that comes in or if someone in their store steals phones. Either way, something should have been done for me since my phone in my opinion is stolen.

  

  Business response

  03/01/2022

  Business Response /* (1000, 5, 2022/02/07) */ Cellular Sales has received the concern and will be contacting the customer to navigate a resolution.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I traded in 4 owned iPhones for new iPhones and a new 4-line service at Cellular Sale's South Burlington Vermont Verizon store on 10/7/2021. We were told by our sales associate that 3 of the 4 phones we were trading in qualified for $1100 credit each toward the iPhone 13 Pro. When our first bill arrived, 2 of the phones received $800 credits instead of $1100 and the 3rd phone has not received any credit and we are being charged the full price of that phone in monthly installments. I was also told by the sales associate that a 15% plan discount that my employer provides would be deducted from the monthly charges but Verizon customer service told me that unlimited plans don't qualify for any discounts. I have called Verizon's customer service 4 times, texted the sales associate several times, called the store and emailed my complaint to Cellular Sales corporate office and not once has anyone gotten back to me.

  

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2022/01/26) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. Consumer Response /* (3000, 12, 2022/03/10) */ Hello, I see that my case is closed but my issue has not been resolved. Cellular Sales has been very slow to respond to this and they have thus far denied providing me with the credits that I was promised. Is there anything more that the BBB can do? Thank You, Business Response /* (4000, 14, 2022/03/11) */ Cellular Sales Upper Management has reviewed this concern and the credit request was denied due to the promotional requirements and we are unable to speak to what may have been discussed at the point of sale. This is the final resolution and Cellular Sales considers this matter closed.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  on December 9, 2021, I visited the store and spoke to . He and I discussed promotions given my Verizon. said Apple I phone 11 would be available soon and should arrive, in stock by December 12. I never authorized or anyone to place order on my account. I have called 4 times, his supervisor, and they have said order is cancelled-nope. I have called Verizon 15 times, with no luck. As of today, I am still charged for the phone and for a new line. THIS IS FRAUD. I want this resolved,

  

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/20) */ Cellular Sales has received the concern and will be contacting the customer to navigate a resolution. Consumer Response /* (3000, 7, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) from Cellular Sales called. He feels since Jan 2022 is correct, then he has nothing to offer Verizon still showing next bill @ $257 and future bills @ $165. Nothing is resolved I want 3 months of $91.05 credit to my account due to, FRAUD, I could turn this into a criminal matter against Cellular Sales for charging my Verizon account fraudulently. I think due to the stress I deserve credits, Business Response /* (4000, 9, 2022/01/21) */ At this time, Cellular Sales is still reviewing the customer's concern and working towards a viable resolution. We will be reaching out to the customer directly once we have a resolution. If the customer has any questions he can reach out at 877-851-0649 and reference his case #00426355. Business Response /* (4000, 17, 2022/02/02) */ Cellular Sales was able to reach out to the customer and provide a viable resolution with credit approved. Cellular Sales considers this matter closed. Consumer Response /* (2000, 19, 2022/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Cellular Sales has offered to accept my resolution and I accept their offer once it is received

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got a phone from the Verizon Authorized Cellular Sales store in Lewiston Idaho on October 15, 2021. The phone was defective. While out of town on a family emergency, the phone stopped working. I had to go to a Verizon store in College Place, WA to buy a phone outright so that I wasn't left without a phone for several days. I returned the defective phone to the Lewiston Idaho store on November 13, 2021 (within the 30 days time limit.) We got a refund of $138.69 from them when it should have been around $700, enough to pay off the device plan. We are still being charged a device fee for a phone I returned due to it not working and the store never sent the phone to Verizon like they were supposed to. Now I'm on the hook for the $700+ because the store messed up and nobody will get back to me about how they plan to remedy their mistake.

  

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2022/01/18) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. Consumer Response /* (2000, 7, 2022/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) After I filed my claim, they finally got back to me and took care of this

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had bought and fully paid for two small WIFI devices sold by Verizon as alternatives to my expensive cable service the week of October 19th. They failed to work satisfactorily in our 2 story condo environment. Verizon HQ via phone call shared that they were within the 30 days return timeline and to simply return them to the closest cellular sales location, which they looked up and gave as the location inside the Johnson City, TN Mall. NOTE: image attached of my online ECU banking line item of Verizon's being paid in full $304.93. I paid a $55.73 deposit at the Pinnacle Verizon location with the remaining to be auto drafted the next billing cycle. Vito successfully refunded me the deposit right then and there. Remaining not refunded are: Device 1 refund invoice ending 2121 was to refund $130 Device 2 refund invoice ending 2123 was to refund $169.99 At this mall location greeted me. After handing over the 2 devices to him, he personally inspected them and called his boss to verify that they were in the same new condition as I had received them from the day of purchase. His boss granted the refund, and agreed then was able to successfully complete a documented refund of each device and provided me with a printout to document the refund of each item along with their individual invoice numbers located at the top right of each printed refund document. NOTE: 2 images of the 2 Verizon refund invoices are attached. was successful in calling Verizon HQ to properly disconnect each of the lines for the 2 devices, as well. I left that Verizon Cellular Sales location with their printed documentation for my 2 refunds, while leaving the 2 devices in their possession. As of the filing of this complaint, the $299.99 (130 + 169.99) has not been refunded to my ECU checking account and can be confirmed by ECU at any time per request. I've successfully paid December and January's Verizon bills as a faithful longtime customer, yet no refund.

  

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2022/01/18) */ Cellular Sales was able to reach out to the customer and provide a resolution. Cellular Sales considers this matter closed. Consumer Response /* (2000, 8, 2022/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 24, 2021, we traded an IPhone XS Max for an IPhone 13 pro max at the store located at 4764 S HIGLEY RD STE 101/NGILBERT,AZ 85297. Location Code : X7634-01 Transaction # : 33336 Application # : 197546848 Contract # : 2003096250 Transaction date : 09/24/2021 We were told we would receive an $800 credit for the trade in that would be applied to our bill on a monthly basis for 24 months. The monthly credit would total $33.33. In November, we received a notification stating the credit was being removed due to not having the correct plan. Upon contacting Verizon, we were told we have the highest unlimited premiere plan they offer and the credit should be applied. When I received my December bill, the credit had been removed. I contacted Verizon once again and was told I would need to contact Cellular Sales as that's where the phone was purchased and they would need to apply the credit. I contacted them and a case number was opened. The case number is 00423431. They've notified me that the best they can do is apply a $300 credit which is ridiculous as our agreement outlined an $800 credit. We are now out $500 of our trade in credit for no apparent reason. Upon questioning, they've admitted they don't know why the credit was removed in the first place.

  

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2022/01/15) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have an account with Verizon that includes 6 cell phone lines ( 6 members). In November 3 members decided to change their devices. We were told we didn't have to pay anything but the taxes for the 3 devices. We ender paying $319.80. They charged $40 plus taxes three times for "data transfers fee". The three devices belongs to: 1.- my mom, a 77 years old lady with nothing to be transfer and lost all her contacts. 2.- my nephew that did a back up and didn't need that service. 3.- my sister who lost everything that she had in her old device. There is nothing we could do about the lost data because they kept the old devices! I called Verizon to complain and they told me that was an issue directly with Cellular Sales, to tell them to return us the money and even gave me a phone number where contact them (Verizon) if they refuse to return us the money. Our sales rep was he understood the situation and offer me a refund. He said he was creating a "ticket" and I should receive a check for the amount of $120 plus tax in the following 10 days. That was on December 12th and almost a month later I have no received any check yet. I have called several times, I set up and appointment with him for yesterday at 11 am and he was no there when I show up. The other Sales Rep that was there named told us they created a "ticket" again and there is nothing else they can do for us. I am tired of waiting and at this point I don't trust them. Please help!

  

  Business response

  02/03/2022

  Business Response /* (1000, 10, 2022/01/13) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cellular Sales on 16727 E. Colonial Dr Orlando FL 32820 has dishonest employees and manager. I was charged $40 per phone as a setup fee for two phones. I was never told there was a charge. When I asked the sales rep by the name of Nyanciel Morales what were the charges for he replied, "only taxes." I didn't have my glasses that day and he took advantage. I called Verizion and they told me to go back to the store and tell them to refund my money and have them call customer service and they refused. They gave me a paper pointing out that I had sign. The signature on the form is not mine. One can easily check that is not my signature on Verizon's records. I do not want to speak to dishonest people. Do not trust the stores. it appears to happen quit often.

  

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2022/01/11) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. Business Response /* (1000, 12, 2022/01/25) */ Cellular Sales has reached out to the customer to discuss the concern. Due to signed documentation agreeing to the terms and conditions, the customer was offered an alternative resolution to the concern. Cellular Sales considers this matter closed. Consumer Response /* (2000, 14, 2022/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) We did not talk about the signature but we did worked it out.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought a Motorola one 5 G UW AND I PAID CASH FOR IT $670. AND THEY'RE SAYING I DIDN'T PAY FOR IT. at the NCBR-BREVARD RD. ASHEVILLE NORTH CAROLINA . I WENT TO THE STORE TO CHECK OUT WHY IT WAS NOT SHOWING PAID. BUT HE'S BEEN TRANSFERRED TO A NOTHER STATE FOR VERIZON AND THEY'RE SAYING THEY DON'T HAVE ANY CAMERA FOOTAGE THAT GOES BACK TO SHOW THAT I PAID IN CASH BUT MY AUNT WAS THERE WITH ME AND SAW ME PAY HIM THE CASH. SO THE MANAGER SAID HE WAS FILEING A FRAUD CHARGES. I asked him if he really thinks I would drive all the way from Kentucky to NC if I was not telling him the truth? I'm willing to take a lie test for it because I know I paid him cash and my aunt was with me.

  

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2022/01/12) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  December 10, 2021 Last Friday, December 3, 2021, I went into an Ocala Verizon store (SR 40 near the Ocala city limit), to purchase a 'Jet Pack', for reception on Verizon's internet network. I was sold a package with a new 'Edge' phone (because my moto e6 wouldn't work); promised by Verizon Agent Ahmed, that the January 2022 first payment would be less than $ 200. I agreed, and waited for my number to be changed. He even wrote down his quote on my receipt, and then denied that he wrote it. The number was not transferred, and Ahmed has avoided me; he left about 3:00 PM. He texted me the next day, saying I had 'threatened' him, because I had pointed out that he lied to me about the price, and failed to transfer the number. He told me it was 'out of his hands'! I waited through Sunday, December 6, 2021, when it was apparent the number wasn't going to change. Driving back to the store, I explained my predicament to. She tried to help, taking back the items purchased, and returning my old phone. I called the previous carrier (Total/ Tracfone), but was told the number 'wasn't available'. I spent hours on hold, trying to fix this, using phone. And hours on the road. Today is the fifth day I have been unreachable, because my number is 'not in service'. No one at Verizon seems to be interested in this; there is no commission to be had. I talked to 'Stuart' who offered to put me on customer service hold again, at the store yesterday; I declined. I would like to dispute the sale, as dishonest 'activation fees', and therefore void

  

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2022/01/06) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. Business Response /* (1000, 9, 2022/01/13) */ Due to the request to cease all communication with Cellular Sales. Cellular Sales considers this matter closed. If you would like to provide additional information, please do not hesitate to contact our Customer Service Team at 1-877-851-0649Cellular Sales was able to contact the customer to review the concern. Cellular Sales does not mandate which devices or mobile telephone numbers are compatible with Verizon's network and directed the customer to Verizon's Customer Care for additional assistance. Cellular Sales considers this matter closed.

*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. ↩