ComplaintsforVerizon Authorized Retailer - Cellular Sales

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 28th, 21 we went to a Verizon store in Deerfield Beach, Florida. The Store has huge Verizon signs outside and does look like a Verizon store. We were helped by a person . We extensively discussed the plans that Verizon could offer me, the promotions at the time, like a trade in credit of $1,000.00 for each phone exchanged for an I-Phone 13 Max Pro, etc. Upon presented with the plans and taking in consideration the exchange promotion above described we decided to move our 6 T-Mobile lines to Verizon. did not have in stock the 2 I-Phones 13 Max Pro, 1/TB priced at $ 1,610.00 and 128/KB priced at $ 1,110.00, as seen at the attached receipt, an order was placed. We would need to wait until the phone sets were physically delivered to stop by, transfer the data, and then, and only then have all six lines ported over from T-Mobile to Verizon. We checked many times with the store as the phones were not arriving. Then, on November the 13th, we decided to go back to the store to find out what had happened with the phones. Myself, my wife, my daughter and my two young grandchildren went into that store and the phones were there. As was not at the store, only coming at about 3 PM, we were "helped" by a person under the name of . His lack of customer service and his lack of knowledge of what he was doing made us stay at that Verizon store about 4 full hours. There was no customer service at all, just a look from his face that he seemed "tired" as he could not figure out the entire process. Well, after those 4 hours at the stores, our grandchildren upset and hungry, two out of the six lines were not working, including the most important one, the line for my 501 (c)(3) Non-Profit in Florida, which is the phone # that we use to receive donations. Dimitri then initiated on his "register" a charge of $ 468.59 for "taxes", as he had said that we needed to pay the taxes on the phones. Did not mention any "set up fees"

  

  Business response

  12/28/2021

  Business Response /* (1000, 5, 2021/12/13) */ Cellular Sales has received the concern and will be contacting the customer to navigate a resolution.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife bought me an Apple Watch series 7 for Christmas. I received the gift 12/4/2021 around like 11:30AM CST. I decided to add a screen protector to the watch, so I took it to Verizon Authorized Retailer - Cellular Sales on 12/6/2021 around 4:00PM CST. Please keep in mind, that my watch still looks brand new, and does not have any blemishes on it or anything. I was helped by a gentleman by the last name of Amos. He showed me the store's best-selling liquid protection product, and offered to apply it to my watch. The process took about 10 minutes to complete. The store associate assured me that this product would protect my phone from cracks, scratches, and any screen damage that might happen to the phone. The product cost me about $54. As I watched the gentleman apply the liquid coating, I noticed he placed the watch on its face on a hard surface, but I did not think to say anything. On 12/7/2021 I noticed that there were significant amounts of scratches on my watch, that were not there before. I had not dropped, bumped, or scratched my screen since I received it, but the scratches were extremely noticeable after I left the Verizon retail store. Today, 12/8/21, I called Apple and they said to take the watch back to the store to see if they could assist, so I went to the store, and one of the gentleman there said, "what do you want us to do? We can't replace the watch." So now I have scratches all over my brand new Apple Watch screen that were not there prior to me visiting that Verizon store.

  

  Business response

  01/10/2022

  Business Response /* (1000, 10, 2021/12/15) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was told certain prices and fees for products I was buying and came to find out that they were not true and I was being charged A LOT more than I was told. When bringing this up they were rude and unwilling to help or refund most of the money and I was told that it was my fault. This is unacceptable and the business and it's employees should be held accountable.

  

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/08) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Verizon Authorized Retailer - Cellular Sales 4186 Kent Rd, Stow, OH 44224 Mid-September 2021, I tried to return Mid-October 2021. For the last three weeks I have been dealing with Cellular's sales customer support and they denied my complaint/dispute. Our original objective was to buy an extra line phone line for a watch for my son and not a phone. Sales associate promised discounts, upgrades to unlimited loyalty that was cheaper than the current plan. Sales associate guaranteed that the discounts were coming just wait "few months". Only to realize there is a 30 days return policy. Verizon does not allow stacking discounts on a Loyalty Unlimited plan. We found that out when we tried to return the iPad in October. just for reference a normal unlimited plan you can stack the discounts. We purchased an iPad from the store on the understanding that it was a cheaper plan than what we currently had. They will not return the device because its beyond the thirty-day policy and my plan went up $70 a month. Cellular Sales customer service offered a $50 discount on a $1000 iPad. I have to buy an Ipad outright from them and I only want to return it and get my money back because they lied to me about the plan. Verizon has said they can't do anything because it's an authorized retailer. I just want to return the device and get my money back.

  

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/12/02) */ Cellular Sales has denied the request due to signed documentation and time frame since the sale. If the customer has any additional supporting documentation regarding their request that was not previously sent, they can contact us at 877-851-0649 and reference case #00418315. Without any additional supporting documents, Cellular Sales considers this case closed. Consumer Response /* (2000, 7, 2021/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The rate and discounts were never applied to our account because the rated and discounts they told us we were going to received weren't real. Its called bate and switch. Cellular Sales is hiding behind a 30 day return policy. We talked to sale representatives the day after the initial purchase "its going to take a few months for the discounts to go through. Its dirty and Cellular sales has not acknowledged and has not tired to rectify this issue. After talking to multiple Verizon costumer service representatives from corporate Verizon this should have never have happened and shouldn't have been promised. They have never once vouched for the sales team member that lied to us.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a jet pack WiFi box from this establishment on September 9th 2021 . I then returned this merchandise on September 17th of 2021. Which i received a receipt of return. Since that date i have been receiving bills as of i still have the merchandise and am using the service. I have tried numerous times by contacting customer service and going inside this location. They refuse to help saying i have to deal with the specific employee who handled the initial transaction. Which he is not available when I'm available. There is never a store manager there and the employees never help. Instead they say call customer service. When i call customer service they say call the store. My credit reputation is at risk of being damage because of laziness, bad business practices, and poor management skills. If you look at the account there will be no usage shown after September 17th because i returned the item.

  

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/18) */ Cellular Sales has received the concern and will be contacting the customer to navigate a resolution. Business Response /* (1000, 12, 2021/12/17) */ Credit of $142.44 applied to the customer's account as of 12/17/21.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for cellular devices in full in a store and have the receipt. However, my cell bill shows that the company is charging me in installments for the full amounts I already paid (double charging). Plus, they are charging me for cell service that I am not receiving.

  

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/11/15) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. Consumer Response /* (2000, 7, 2021/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May of 2021 my family decided to switch to Verizon from AT&T because they were offering a $300.00 gift card for each line that was transferred. Britany of the Xenia Ohio store assisted us with the process. She stated that she would start the process of the gift cards and we would receive a follow up email where we would finish the gift card process. Approximately 1 month passes and we hadn't received any follow up email. We contacted Britany and she told us that it was odd we didn't get any emails. She said she sent the email. A few weeks later still nothing. I spoke with the Xenia Store manager who promised to follow up with me and that never happened. I spoke with a second manager and he directed me to the promotion department of Verizon, who had no record of any claim that was filed on our behalf. He stated there was nothing he could do for us because the promotion was over, and told me not to call back. I spoke with Xenia Manager once again and was told it wasn't their problem anymore. I am owed $1800 from this company and feel that I was scammed into a contract with false advertisement, because an employee couldn't do her job and lied when she knew she forgot to start the gift card process for us.

  

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/11/15) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. Business Response /* (1000, 8, 2021/11/16) */ 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.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A month ago, my mother went into a cellular sales store to get a replacement for my father's phone. After some discussion, she went with an upgrade and was led to believe that a case and screen protector were required to purchase a new phone. The breakdown was on the receipt but they informed her that the total was for the whole phone, and that she could not walk out with the phone without the case and a $50(!!) screen protector. They then applied the screen protector badly (at an angle and with dust particles underneath) and sent her on her way. I went to the store to complain and returned the case, but the protector was nonrefundable. I called the store twice following and both times were informed that the manager would call me back and a month later, I had to call again to get the manager myself because they apparently didn't find my complaint worth forwarding.

  

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/11/15) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Two salesmen, both misrepresented a Verizon promotion in order to gain our business and switch our cellular service from T-Mobile. After later learning that we were not eligible for the (2) $500 "switcher cards" that they claimed could be used to pay off current charges against our Verizon account going forward, Verizon management refused to acknowledge their mistake, leaving us with a plan (24 month commitment) that was significantly more expensive than what we had been offered by T-Mobile to stay. We have tried to resolve this matter through a Verizon Cellular Sales regional manager, and finally their customer support without success. VCS has closed our case based upon the absurd supposition that their salesmen could never have made such a claim, as that is not how their promotion works. On August 29, 2021 we went first to our carrier, T-Mobile, to trade in a 2 year old iphone X (128gb) and an iphone 7. With our trade-in, we were offered two iphone 12s (128gb and 64 gb), with our all in monthly cost, including unlimited data and phone, for $115 flat (taxes included). We then went to Cellular Sales (Forest Acres store, 3431 Forest Dr, Columbia, SC) to see what their trade-in offer was. Our salesman steered us towards the most expensive plan on the basis of the trade-in value it provided towards the new phones. He calculated that including autopay and with our military discount, our monthly rate would be $115 (plus taxes) plus around $13/mo for the remainder on the new phones. We were offered an iphone 12 (128gb) and an iphone 11 (64 gb) for this deal. Clearly, the math told us to stay with T-Mobile: better phones, less expensive monthly rates, no additional charge for the new phones. However, (backed by his manager told us that he could offer us one $500 switcher card for each line as a direct result of switching from T-Mobile to Verizon. was fully aware that we carried no balance forward from T-mob.

  

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/11/16) */ Cellular Sales has received the concern and will be contacting the customer to navigate a resolution. Consumer Response /* (3000, 7, 2021/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has responded only to the extent that they have contacted us to apologize for our experience with the cellular sales team and to request additional documentation to support our formal complaint. We have not yet heard back from the Cellular Sales Customer Relations Department and, as such, wish to keep our BBB case active until a satisfactory resolution has been reached. If we are unable to arbitrate the complaint through BBB (as the business is not a BBB member) we may elect to elevate our concerns to the parent company complaint resolution channels, our local Columbia Chamber of Commerce or the Veterans Office of General Counsel. Business Response /* (4000, 9, 2021/11/22) */ Cellular Sales is still actively working this customers concern to navigate a resolution. Business Response /* (4000, 16, 2021/12/07) */ Cellular Sales was able to reach out to the customer and advised credit are denied. Cellular Sales considers this matter closed.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Spetember 17, 2021 Went to Cellular sales in Portsmouth NH. I had a broken iphone I needed to file an insurance claim. The salesman stated Verizin was having the big Iphone promotion. If I upgraded our business plan to the "Do More Play More" plan I could trade in the borken Iphone for $800 and only pay $210 for a new Iphone 13. When he was looking at our plan he saw we had 2 Iphone 12's on the plan. At that time he stated we could upgrade the 12's to Iphone 13's. We would receive a trade in value of $1000 for the Iphone 12. September 18, 2021 I went to the Dover Celluar Sales office to trade in the broken Iphone 11. A different sales person (Brandon Sondrini) again looked at our Verizon business account. He gave us the same information regarding the trade in value of $1000 for our Iphone 12's. We descide to trade in the Iphone 12's based on the information given. Oct 8th picked up new Iphones from Sharon Bennett in Dover. She instructed me to trade go to Verzon website and complete the trade in. When I did the Iphone 12's trade in value was $800. I went back to Cellular sales with this information. Jackson Sullivan spoke with Sharon Bennett she told him for me to contact Verizon directly because Verizon had not upgraded my plan to the "Do More Play More plan" for the trade in amount. Contacted Verizon by phone. They directed me to the Newington store. Went to the Newington Verizon store. The manager took the phone in trade but explained the trade in for the Iphone 12's was only $800. I explained I was told it was $1000. I traded in the phones. Went to Cellular Sales people to explain I was mislead in the entire process: re:upgrading plan(which cost more than original Plan) to receive increased values on trade in. Contacted Cellular sales home office. They wouldn't acknowledge their salesman are not well trained in promotions and they are providing incorrect information for customers to make an informed decision.

  

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/11/10) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. Consumer Response /* (3000, 7, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received the same misinformation from 3 different Cellular Sales representative. The main office of Cellular Sales did not question and follow up with the sales force regarding this issue. Beware of the promotions that occur at any Cellular Sales facility. The representatives are not completely trained. If there are questions head directly to a Real Verizon store. Don't be a lead down the path of saving $. We lost $400 plus increased the cost of our plan. Cellular Sales benefits from the misinformed sales staff. Business Response /* (4000, 9, 2021/11/12) */ Cellular Sales Upper Management has reviewed this concern and the customer has been advised the credit requests were denied due to the fact that they are already receiving the correct promotion amount on each line and no additional credits are warranted. This is the final resolution and 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. ↩