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.

close

Find a Location

Verizon Authorized Retailer - Cellular Sales has 1355 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Verizon Authorized Retailer - Cellular Sales

  9040 Executive Park Dr Knoxville, TN 37923-4607

  
• 

  Verizon Authorized Retailer - Cellular Sales

  81 Jameson Ln Ste A Greenville, AL 36037-8024

• 

  Verizon Authorized Retailer - Cellular Sales

  1307 E Highland Ave Selma, AL 36703-3223

• 

  Verizon Authorized Retailer - Cellular Sales

  2737 Highway 280 S STE A1-a2 Mountain Brk, AL 35223-2466

• 

  Verizon Authorized Retailer - Cellular Sales

  1501A US Highway 98 Daphne, AL 36526-4648

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:07/16/2024

  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.

  The end of January 2024 Verizon had a deal that if you Pre-ordered any Samsung S24 brands of phones you would only have to pay $5/month + taxes for 36 months. Plus they had a deal for a samsung smart watch for $5/month plus a samsung tablet that I was told I could get for $25 plus all applicable taxes. For 5 months now we have been fighting with cellular sales, verizon retailer, as they are billing us above and beyond what we were told in store we would be paying. The samsung tablet, which was supposed to be just a line charge cause I paid the $25 plus all taxes at pickup, I am being charged an additional $5/ month over the next 3 years or an additional $180 above and beyond what I was told. 2 of the 3 phones we got were paid in full ($5/monthx36 months = $180 plus all taxes on phone for a $306 charge. Third phone was not paid in full and was put on the $5/month charge for 36 Mos. The 2 phones that we paid outright for we are not being given full device credits and are being charged $2.64/month for which amounts to and additional $95.40 over the course of 3 years. 3rd phone, which should only be $5/month is also not getting full device credit and is being charged an additional $3.48/ month which over 3 years amounts to an extra $125.28. When you add up the $180 over charge from tablet +$95.40 + $95.40 (over charge for 2 paid in full phones) + the $125.48 overcharge for phone that should only be $5/month and your looking at an additional $496.28 total over 3 years we are being overcharged versus what we were told that we would only have to pay. All I am looking for is to be reimbursed for what we are owed. If the billing can't be changed to give the full device credits that we were told in store then I just want to get a check sent for the amounts verizon wireless cellular sales is overcharging. I've already spoken to MANY people at verizon cellular sales and have been denied my request everytime

  

  Business Response

  Date: 07/16/2024

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

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21992429
  
  I am rejecting this response because: cellular sales refuses to give me the credit I was told by three people in their store I should be getting. I will be looking at next steps to pursue this
  
  Sincerely,
  
  Kim Lopez

  

  Business Response

  Date: 07/17/2024

  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.

• Initial Complaint

  Date:07/14/2024

  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.

  Deceptive business practices. Our contracts were up and our 2 phones needed to be upgraded. While there we were told there was a promotion of .84 cents to add additional lines in March 2024 For our children we added 3 lines and 3 phones. Additionally we were told with the upgraded plan for our total plan, along with the 2 phones we traded in, and with 3 other phones they were using from another customer (an employee's family member) we could use those trade in credits. Then the bill comes in the following months and we're now being charged more than $50/new phone (x3). when i went to cancel the phones, it shows I cannot unless I pay $678.15 for each of the 3 phones. None of these items were disclosed properly and highly deceptive practices, lies were told. I was in a hurry to get my phone upgraded because my prior one was literally broken and inoperable. Having been rushed through the process, making the mistake off listening to a fraudulent sales agent, I am highly disturbed at such deceptive practices. And I want to cancel the 3 lines immediately without paying for any device payoffs. Additionally I want to be refunded the more than $150+ for 3 lines that they have been charging me every month. Verizon needs to make this right. I had hoped this busines had improved, as 4 years prior we ran into similar deceit when we were lied to about a BOGO promotion for our 2 phones at the time. They had kept our phones in possession and would not make right the offer.

  

  Business Response

  Date: 07/15/2024

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

  

  Business Response

  Date: 07/19/2024

  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:07/10/2024

  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.

  ***** ***** at the Laurel Maryland store should be fired. I have had an account with Verizon for 11 years. I currently live in a different state than one of my account managers. She needed a new phone so I went online and updated the plan so she could go in the store and get the promotion for the $800 trade in. Once she got in the store he changed the plan causing another proration same day, never set up the trade in for her to get the credit, added a $19 insurance plan that was not asked for and literally signed the contract himself. I have proof that he signed his signature and the account owner signature. I next bill will have hundreds of dollars in extra charges due to have 3 plan changes and then extras added such as Verizon cloud for $10 and the insurance. I have now spent 5 hours on the phone with Verizon corporate trying to fix everything that was done wrong. I am still trying to get the promotion added and mail the phone in for a credit. All of this happened on 7/8/2024 and now it is a big mess. Trying to decide if we should just return the phone and then go to a corporate store or keep trying to get assistance or cancel my account.

  

  Business Response

  Date: 07/11/2024

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

  

  Business Response

  Date: 07/16/2024

  Our department spoke to the customer yesterday and they presented three concerns. 1.) The customer claims that the signed documentation from the sale was forged by the sales representative. Our team at Cellular Sales has no way of confirming or denying if fraud occurred. Verizon does have a fraud department and processes the customer would need to go through in order to report and escalate their concern. We offered to provide the customer with the contact number for the fraud department and they declined. 2.) The customer stated that the dealer changed their price plan and added insurance without their consent. After reviewing the signed documentation, the customer agreed to the price plan and insurance changes. We have to assume that the signed documentation from the sale is valid until the customer escalates through Verizon. 3.) The customer mentioned expecting an $800 trade credit and complained that the dealer did not assist with processing the trade in store. The customer is currently waiting on a return shipping kit to send their device to Verizon. If the customer meets the qualifications of the promotion, it can take 1-2 bill cycles for Verizon to apply any credits. The customer would need to complete their trade in with Verizon and confirm if they are receiving any credits from Verizon before Cellular Sales can do any additional research or submit a request if any credits need to be submitted for. We have explained to the customer how to proceed and have let them know they can contact us back should they need additional assistance once they complete their trade and contact Verizon's fraud department. At this time, Cellular Sales considers this matter closed. 

  Customer Answer

  Date: 07/16/2024

  
  Complaint: 21965972
  
  I am rejecting this response because: cellular sales has provided no assistance.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:07/09/2024

  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.

  Bought a verizon phone in 2023, went under contract with Verizon. Phone started having problems making and receiving calls within the first couple of months. I went to Verizon at least two times to have it checked out and asked for a replacement Samsung phone. Each time the representative told me the phone was fine, and had no problems. The last time I went to Verizon, they told me that my phone appeared to work fine, was no longer under warranty and since I had no insurance on it, it was my problem. They refused to give me an exchange.

  

  Business Response

  Date: 07/10/2024

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

  Customer Answer

  Date: 07/19/2024

  Shame on you

  

  Business Response

  Date: 07/22/2024

  Cellular Sales has reached out to the customer to discuss the concern further. Due to signed documentation agreeing to the terms and conditions, Cellular Sales has declined assistance with the requested credit. Cellular Sales considers this matter closed.

• Initial Complaint

  Date:07/08/2024

  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 account number with Verizon Wifi service was 1391-00001 My service end date was March 27, 2024. I have emailed and called Verizon several times explaining to them that I never received the shipping information in the mail for me to return the internet router. Now they have collections contacting me. I believe they are doing this on purpose. I only owe them 60 something dollars for the service I barely used but I kept it so long so they said I had to pay. I honestly don't think they deserve any money from me because I barely could use the service. It wasn't a good service/signal. I am complaining because they are trying to charge me and extra $200. When I cancelled the service, they said they would mail me the shipping return information, I have yet to receive anything. I have talked to 3 different representatives and I did try to email with no response. I do not want this rounter. They need to mail me the shipment information immediately and I will pay the 60 something dollars.

  

  Business Response

  Date: 07/12/2024

  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

  Date:07/08/2024

  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.

  We went to Cellular Sales, an authorized Verizon retailer, on June 1 to get a new iphone for our daughter. We were informed by the representative that there was a promotion where we could get 2 new phones for just a $9 increase in our monthly bill. This would require shifting to a different plan, but the plan would include all the services from our prior plan, with some enhanced 5G coverage as well. We were clear that we didn't want to lose any services from the prior plan. Since that time, I received an email indicating that my wife's phone needs to be switched back to the prior plan in order to maintain her promotional credit. In addition, when our cable service went out recently, we found out that none of our phones have the wireless hotspot enabled. We have used this hotspot feature as a backup plan before, on our prior plan, but we weren't able to log into work from home after our cable/wifi went out, since the hotspots aren't enabled on the new plan. I spoke to the representative in the store who acknowledged his error (not checking an important item on his list regarding whether our prior plans had hotspots enabled) but he said there's nothing he can do. He told us to call *611 for Verizon Customer Service. Verizon customer service said to call the store to resolve this (so we went in a circle). The store representative acknowledged, via text exchange, his error, but did not offer a satisfactory solution, and would not give me the supervisor's name/number to contact. We expect this store and/or Verizon corporate to honor the terms of the purchase we made on June 1, including the 2 new phones with hotspots for all lines enabled, for no more than $9 above the cost of our bill prior to the changes. It would also be helpful to be reimbursed for several hours I've spent via text/phone call with the store representative and Verizon customer care.

  

  Business Response

  Date: 07/08/2024

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

  

  Business Response

  Date: 07/10/2024

  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

  Date:07/03/2024

  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.

  July 2 2024 I went to the cellular sales at 9304 Kingston pike because of phone issues and to try to see if I could get it well **** ****t the sales associate quoted me using my phone 60 dollars I also told him I didn’t need insurance on the phone because I have insurance through apple care so I’m covered I told him that he said the first bill would be prorated plus the month I said okay to the cause the new month had just started he said it would run about 90 well I left there building and it wasn’t but a few minutes after I left I got a text a 2:04 pm a series of them and one of them said they changed my device protection from o to 2 lines I only got one line so I called actual Verizon to see and told her what was going on and she says so you didn’t need it and no I don’t I said well she remedied that but before she got through I asked her how much the bill would be a manta and she said over120 or 130 I don’t remember which then I told her I only agreed cause he said sixty an that all I have extra and then she took off the insurance and she said that brought it down to like 98 dollars and that the 60 dollars was just promotional offer and I swear he never said it was promotional cause I wouldn’t have exceeded my limit a month long story short I would like to say I gave up my straighttalk which I had just paid for the day before on the first now I’m stuck used all my money there he didn’t charge me for the activation it was forty dollars he said he would sale me a car charger instead and we would be good I’m not gonna have a phone now and that’s just not right what he did thank you for listening I paid 49.15 for the car charger also as you can see in the pictures when I left the buisiness I didn’t have device prottction I was 0

  

  Business Response

  Date: 07/03/2024

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

  

  Business Response

  Date: 08/05/2024

  Cellular Sales has attempted to contact this customer regarding this issue, however, we were unable to reach the customer. We must verbally speak to the customer and verify the account in order to discuss the specifics of the concern further. Cellular Sales considers this matter closed. The customer may contact us if they have questions at 877-851-0649.

• Initial Complaint

  Date:07/01/2024

  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.

  We received a text back in April offering to buy out our iPhone 13 and apply 800 dollars credit over 36 months on the new phone. This would result in an increase of our payment of about $3.00 a month. This was an online transaction and the contact for Verizon was chatting with me and eventually called me. During the call, he wanted to switch us to a 5g plan and I declined, I told him I wanted to keep my existing plan and he said no problem. I asked if I could take the trade to a local Verizon Store and they said yes. I went in the they accepted the phone checked it out and gave my a receipt. The gentleman that helped me said that he could not apply the promotion but they would correct it when they saw that it was turned in. This was May 2, 2024. I am getting a bill showing that it was not turned in and the promotion was cancelled. I called twice and two times I was told sorry for the problem and the credit could appear on my account within two days.. Didn't happen. Yesterday, I got a text my account was delinquent. I called and the lady that answered said that there was no promotion that could be applied.. I told her how frustrated I was and asked to speak to someone who could figure this out or have me talk with someone who could cancel our service. She turned our phones off and I had no way to call or contact anyone. I drove to the Verizon store where I turn the phone in and the manager took the time to try and figure this out, He hooked me up with a Verizon Manager or Customer support person. **** was the customer service manager and he said that the reason I hadn't gotten the credit is that I did not upgrade my plan or buy an extra line. I told him that the online representative and waived those when I said I didn't want the line or a new plan. **** said that he would see what his bosses had to say about this and he reactivated my phone Today, I received a text telling me that my service has been discontinued due to lack of payment.

  

  Business Response

  Date: 07/01/2024

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

  

  Business Response

  Date: 07/03/2024

  Cellular Sales was able to reach out to the customer and determined this was not a Cellular Sales related issue and directed the customer to Verizon Corporate at 800-922-0204 for further assistance. Cellular Sales considers this matter closed.

  Customer Answer

  Date: 07/08/2024

  
  Complaint: 21923378
  
  I am rejecting this response because: I need it forwarded to Verizon Corporate, or is it necessary for me to refile the complaint?
  
  Sincerely,
  
  Richard Brookins

• Initial Complaint

  Date:07/01/2024

  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.

  I went to this Verizon authorized dealer location April 23, 2024. The worker whose name was ***** went over everything about switching hung from T-Mobile to Verizon. I was there looking to save money from my current bill. He told me if I switch they were doing a promotion that if you turn in ANY phones in ANY condition then I would get the iPhone 15 FREE. He also went over all the number and told me if I signed up for auto pay my bill would all together be $210 per month. All of this sounded great. I put down a deposit of $400 and left with a new plan and 5 iPhone 15. Myself and my husband decided that we wanted the iPhone 15pro max he told me that it would only be an additional $5 per month to make that change but the regular 15s would be free. Well non of this seemed to be true. I being back 5 phones like he stayed within 30 days to make my phones free. To my surprise this is the 1st miss information they do t take any phone it’s a list of phones they will take and I tried to come in 2 separate times with 2 different phones that were not eligible. Then here come my bill over $500. I go in they say I need to wait for some credits to hit my account. Then next month same issue the manager of the store Mr.****** tell me he is going to fix the issue. He then tells me my bill will be $245. That was higher the I was told by ***** but still a manageable bill. So now my bill is $307 a month almost $100 higher then I was told when I signed up and apparently my phones are not free like I was originally promised. I do t know what kind of scam they have going on promising free phones and lower bills to get you to sign up and none of this is true. I have went into the store on several occasions to get them to help me and a promise that they will get this figured out and no one ever calls me back. Now I am stuck with a higher bill then I originally had with T-Mobile when I switch to save money. They need to be held accountable for lies they use to draw people into switching.

  

  Business Response

  Date: 07/01/2024

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

  

  Business Response

  Date: 07/18/2024

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

• Initial Complaint

  Date:07/01/2024

  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.

  I traded my phone into Verizon for the iPhone 15. I shipped the phone I traded in to them on November 28th, 2023. Which was an iPhone 13, Verizon is claiming that they never received my phone even after I showed them my receipt and tracking number of me returning the phone in. Something went on with the carrier but I don’t feel like this is my problem. They are charging me full price for the iPhone 15, and I can’t even get my 13 back. I don’t feel that is fair because I feel like I just gave my iPhone 13 away for free and had to pay the full price for this iPhone 15 when that’s in fact not what I signed up for. I have a bill from T-Mobile in collections because they didn't honor their policy. They were supposed to pay the 13 off as well, I just need some type of assistance because they are telling me I need to file a claim with ups to figure out what happened but since I mailed the phone in so long ago to Verizon it’s too late to open a claim so I’m literally stuck with an almost $200 bill every month I can’t afford plus a $300 bill in collections with T-Mobile. I’ve spoken with them about this plenty times, the only thing they have done is give 1 credit on 1 of my phone bills for the inconvenience. I need this phone to be dropped back down to the value it was when I traded my phone in and I also want my money back for overpayment of paying for this phone when I did in fact trade my iPhone 13 in for this iPhone 15. Anything that went on with the carrier they should handle it not me, I did my job when I mailed the phone in on time. It’s not my fault they haven’t received it. With me traiding in my phone $830 was supposed to be taken off this phone but no they took it back after I sent my phone in and now I’m responsible for the whole amount of what the phone cost for the 15. That is not fair!

  

  Business Response

  Date: 07/02/2024

  Cellular Sales was able to reach out to the customer and determined this was not a Cellular Sales related issue and directed the customer to Verizon Corporate Care for further assistance. If you have any questions, please contact Cellular Sales Customer Service at 1-877-851-0649. Cellular Sales considers this matter closed.