Complaints

This profile includes complaints for Verizon Connect's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Verizon Connect

  1600 Golf Rd #800 Rolling Meadows, IL 60008

• 

  Verizon Connect

  1701 Golf Rd Tower 2, Suite 100 Rolling Meadows, IL 60008

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:10/15/2025

  Type:Service or Repair 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.

  Our GPS tracking devices have never worked properly. Verizon can see this on their end, and our account manager acknowledged this. Due to this issue, I've been asking for months now, what's the early termination fee. If it's less than the time remaining and us paying monthly, I'd rather cancel now. My account manager, *****, is always out of the office. When he comes back, he goes round and round and never answers the question. He's yet to tell me the term fee. He promised a credit for the time our devices weren't working, but as soon as i get a little rude with him, he says that was never promised. Yet our last call was only in regards to the term fee amount and the refund amount - he was supposed to get back to me last Friday. He didnt. I reached out again Monday. He finally calls today, Wednesday, and hasnt gotten a single answer for me yet. Seems like this is just a scam.

  Business Response

  Date: 10/17/2025

  Thank you for bringing this to our attention. We've created case 09860605. Our executive care team will review the account and reach out within 1-2 business days. 

• Initial Complaint

  Date:09/29/2025

  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.

  The system does not work as described, drivers have continued to have problems trying to do ELD logs, vehicles show driving when parked and shut down, company said they could be wired incorrect but they plug into the computer system test port with a 9 pin plug, no way for error.. We have had 2 ECM's go out since installing the verizon system? one we unpluged 9 pin and it run to get to shop?? System does not track well and is not user friendly. I understand why there are several complaints on this system.

  Business Response

  Date: 10/01/2025

  Thank you for bringing this to our attention. We've created case 09826432. A member of the executive care team will reach out to you within the next 1-2 business days. We appreciate your patience. 

• Initial Complaint

  Date:09/29/2025

  Type:Service or Repair 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.

  Verizon connect is the worst company. I filed a complaint, they reached out to resolve the issues. After continuous wasted time and no one knowing what's going on. they feed me a bunch of c*** and I still have no resolution, they can't even commit to make an offer for resolution. I still have units not working im being charged for. No resolution for units I was paying for that were not working that they knew about. still charging me for the units that aren't working. no resolution to fix the issue. They won't provide information about what is working and what isn't and when it stopped. they are not honest. I want out of my contract with no penalty. I have already completed my initial term agreed too. my contract auto renewed for a year a couple months ago. I want out of this contract, no cost. it will not cost them anything. I can't do business with people who are not honest or keep their word.

  Business Response

  Date: 09/30/2025

  Hi ****,
  
  
  Our records indicate that you are currently working with a member of our executive care team, Atiba, on case ********. We also understand there was a misunderstanding regarding the contract.
  
  
  We acknowledge your frustration, and our executive care team is actively working to address your concerns and find a resolution. Please continue to work with ***** on this matter. Screenshots attached to reflect  communication. 

• Initial Complaint

  Date:09/26/2025

  Type:Order 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.

  Signed up for service in May 2025 asked to cancel almost immediately. I was told to send the cameras back to the manufacturer, which I did. I was told the case was closed. I just received a new bill for services for the account I closed. I called customer service and was told the Account was NOT closed and they were going to look into it. I have heard nothing back.

  Business Response

  Date: 09/29/2025

  Thank you for bringing this to our attention. We created case 09821190. A member of the executive care team will reach out within the next 1-3 business days. 

  Customer Answer

  Date: 10/03/2025

   
  Complaint: 23937725
  
  I am rejecting this response because they are trying to make me pay for services I never received.  I refuse to pay their bill.
  
  Sincerely,
  
  Lux Custom Pools And Spas ****** *****

  Business Response

  Date: 10/06/2025

  We would be happy to waive all associated fees once we receive confirmation that the unused equipment,valued at several thousand dollars, has been successfully sent back. 
  
  
  We understand you have repeatedly stated that the equipment has been returned on recorded calls. To finalize the waiver, we simply require the tracking number to confirm its receipt at our warehouse.
  
  
  Please see the attached email, which reflects our previous requests for this tracking information.

  Customer Answer

  Date: 10/07/2025

   
  Complaint: 23937725
  
  I am rejecting this response because: I have sent the tracking information Verizon requested. I am awaiting their response.
  
  Sincerely,
  
  Lux Custom Pools And Spas ****** *****

  Business Response

  Date: 10/09/2025

  As stated in the email our warehouse had to confirm the equipment was inside the packaging. Confirmation has been received and billing credits have been submitted to waive the current balance. Credit BA#************** was submitted today and once the early termination fee is billed another credit will be submitted.

  Customer Answer

  Date: 10/10/2025

   
  Complaint: 23937725
  
  I am rejecting this response because: When I see confirmation of the credits I will close the case. Thank you
  
  Sincerely,
  
  Lux Custom Pools And Spas ****** *****

• Initial Complaint

  Date:09/24/2025

  Type:Service or Repair 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.

  Ongoing for months. We are being billed for non-functioning asset trackers. Units were to be replaced with functioning ones, we received ones that won't activate and they continue to bill us for them. Case after case has been opened with no resolution. Was assured this issues would be resolved at contract renewal earlier this year, it has not been done! We have 20+ units that don't work some have been inactive for over a year!!!I have attached a list on defective units that was sent to Verizon August of this year. Some replacements have been sent, NONE will activate and we are still being charged and getting the run around. I have spent more hours than I can count. It has effected my health and how we run our day to day for the trucking portion of our company. I don't understand how they are allowed to continue these deceptive practices!!

  Business Response

  Date: 09/25/2025

  Thank you for bringing this to our attention. Case 09809079 has been created and assigned to our executive escalation team. Please allow 1-2 business days for this to reviewed. We should have an update shortly. 

  Customer Answer

  Date: 09/26/2025

   
  Complaint: 23928664
  
  I am rejecting this response because: Creating a case is not a resolution. I have had several cases regarding this issue and they have been ignored or pushed back on us to solve something we have no way of solving as it is a Verizon equipment  issue.

  5/6/25  Case: ********; 5/20/25 #********; 8/5/25 #********; 8/19/25 #********; 9/25/25 #********.

  These cases are for just this time around. There were several others prior to contract renewal of which the problems still exist- being billed for non working units - refuse to help with activating replacements that won't activate - receiving emails stating they tried to reach us when they either did not or when they stated they called it was after hours or on the wrong phone line that was never given to them (our fax). They were informed several times of our hours of business and contact phone #.

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

  Business Response

  Date: 09/29/2025

  We've already been in touch with the customer and are focused on resolving this. We're committed to fixing all the issues they've raised and will also apply a credit to their account for the downtime.

  Customer Answer

  Date: 09/30/2025

   
  Complaint: 23928664
  
  I am rejecting this response because:

  Although they have reached out and made an effort to get this resolved it is still in process with an open case.

  I will only accept and sign off once everything has been resolved. 

  I in good faith the last time signed off and some of the items of issue are still open as this point (several years later).
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/19/2025

  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.

  Starting in March 2025, we canceled our Verizon Connect account. Every month, they charged us another $103.00 and we would call to cancel. They acknowledged and said they will close the account and reimburse us. In August, I found a **************** *** who could see that the account had not ever been closed and indicated he did and I would receive a check in 6-8 weeks. At this point, 9/19, they have closed the account and now credited the closed account with the ****** that they owe us. I am filing a complaint because this has been months of dealing with Verizon Connect and has been extremely stressful and quite frankly no need. I think that people should be aware of the challenges when working with Verizon Connect. I am still trying to get them to give me my money.

  Business Response

  Date: 09/25/2025

  Hi Virginia, 

  We apologize for the inconvenience.

  We'd be happy to help and look further into this however your address you provided pulls up an account that your not listed on and your name is attached to a completely different account. Can you please clarify the account number and account name so we can assist. 

• Initial Complaint

  Date:09/11/2025

  Type:Order 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.

  In September of 2023 I entered into a yearly contract with Verizon Connect to monitor my equipment for $60 per month. I renewed in Sept of 2024. I recently made effort to ****** this contract before the September 2025 close of my second year of contract. upon making the cancelation request I was told the contract required notification 60 days prior to the close of the 12 month contract and that my contract was auto renewed for 3 years. I have informed the company my request for cancelation was mailed 60 days before the close of the contract and the dispute is ongoing. But the auto renewing of the contract for 3 years is absurd and clearly unethical.

  Business Response

  Date: 09/13/2025

  Thank you for bringing this to our attention. We've created case 09777432. Please allow 1-2 business days for a member of our executive care team to reach out. 

• Initial Complaint

  Date:09/10/2025

  Type:Service or Repair 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.

  Our company operates a fleet of about 300 Verizon Connect units, of which only around 150 are currently functional. Several of these 150 units have not worked properly since their initial installation approximately four years ago. At one point, Verizon acknowledged the issue and began sending replacement units for installation. However, I still have over 75 replacement units sitting unused in my office for more than two years, as they were never installed or supported by Verizon.Earlier this year, I contacted Verizon Connect to request termination of the non-functional units from our contract, without early termination penalties, while keeping the functional units under contract. Verizon Connect refused this request, insisting that we must continue paying for all 300 units, regardless of whether the devices ******* short, Verizon Connect is charging us for services it has not provided, has failed to replace or repair units in a timely manner, and has refused to offer a fair resolution despite multiple attempts to resolve this matter. We are simply asking to be charged only for the units that actually work, or to terminate the non-functional units without penalty.

  Business Response

  Date: 09/11/2025

  Thank you for bringing this to our attention. Our executive care team has created case 09772995. Please allow 1-2 business days for a response as it will take time to do some research. 

• Initial Complaint

  Date:08/27/2025

  Type:Service or Repair 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 a subscription that expired and we asked to cancel but they have told us we need to sign a document agreeing to fees. I have explained to them the form they are asking me to sign does not mention cancelling and they are giving me a story that does not make sense. Saying I just need to sign the form anyways and if I don't I will auto renew. I have asked to talk to supervisors and am denied any effort to discuss the matter with anyone else. I have requested multiple times to cancel and told them if they renew I will block payments.Attached is what they want us to sign. We attempted to sign with notation but they do not accept.

  Business Response

  Date: 08/29/2025

  Thank you for sending this over. We apologize that you've had a negative experience.

  Our executive care team has created case 09740250. Please allow 1-2 business before they reach out. 

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23807620
  
  I am rejecting this response because:

  We do not need to keep having discussions with this company. We requested the account to be closed and just need confirmation that they did so. My office staff has spent hours dealing with this already and they are not fulfilling a simple and clear request. 
  
  Sincerely,
  
  **** A ******

  Business Response

  Date: 09/08/2025

  Tell us why We sincerely apologize for the inconvenience and frustration you've experienced regarding your service cancellation request and the confusion surrounding the required documentation. We understand your concerns and want to assure you we are working to resolve this.
  
  
  We have confirmed that your service is scheduled for a non-renewal effective September 25, 2026.
  
  
  Regarding the two units in question, Verizon Connect is willing to offer a buyout credit to cover any associated charges. We have received your signed cancellation request.
  
  
  We apologize if the previous explanations regarding the form were unclear. We acknowledge the cancellation and the agreed-upon terms for the buyout of the two units, facilitating a smooth transition out of your service. 

   

  Verizon Connect will credit your buyout to cover any associated charges once your final bill is generated. We are working to ensure a smooth resolution for Case 09740250.
  
  
  We appreciate your patience as we work through *********...

• Initial Complaint

  Date:08/05/2025

  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.

  We signed up for the Verizon Connect Service and never even took the equipment out of the box because our business decided to go a different way. I contact Verizon numerous times and have many cases opened. We were told we could close the account and return all the devices and pay a restocking fee. We paid that fee in April and returned all the of the items. It took until May 31 to get a message that said the account was closed. This week I received a past due invoice saying they are going to take us to collections for an overdue bill. The letter states our account has been canceled. I have talked to 6 people in the last 2 days and they have been unable to help me. Then they opened another case asking to terminate our account because they are still showing it open.

  Customer Answer

  Date: 08/07/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***** ******