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:06/01/2025

  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.

  Complaint Against:Business Name: Verizon Connect Business Type: GPS Vehicle Tracking / Fleet Management Website: ************************************************ Summary:I was misled by Verizon Connect regarding the capabilities of a camera system. I was specifically told that the system included live view video, which was a key reason I agreed to install it.However, once installed, I found that the live view feature was not available.Complaint Details:After discovering that the live view feature promised by Verizon Connect was not present, 1 immediately contacted customer service and informed them that I would not be using the camera. I requested a return label to send the equipment back. Despite repeated follow-ups over the course of more than a month, I have not received the return label. I contacted the support service several times by calling their number and also contacted them by email. They sent me an email confirming that no charges would be taken from me (I am attaching a photo of the confirmation)Instead, Verizon Connect has continued to send bills for a service that I have not used and for the cancellation fee and that was misrepresented to me. This is both deceptive and unfair.I have made good faith efforts to resolve the issue by contacting customer service multiple times, but I have received no resolution.Desired Resolution:1. Immediate cessation of all billing related to this account.2. Cancellation of the service without penalties or fees.3. A prepaid return label for the equipment.4. Written confirmation that my account will be closed in good standing and no further charges will be pursued Status: Ongoing, unresolved.

  Business Response

  Date: 06/03/2025

  Good Afternoon,

      Thank you for sending this over. Verizon Connect will research the account and reach out to the client to review their concerns within 24 - 48 hours. 

   

  GCS Escalations Team 

• Initial Complaint

  Date:05/30/2025

  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.

  We signed a monthly contract for a 12 month period for vehicle tracking devices are not being billed according to contract. First invoice was billed at $150.96 for the month & billing units is not correct - billing period dates not month to month per contract. The second bill was billed at $209.00 and also accounting for specific dates and not month to month basis per contract. I spoke to account *** that is trying to say devices were activated at different times and that is the cause for additional charges but that's is NOT what our service agreement states. Attached copy for terms of agreement. Does not specify anything in regards to activation dates and additional charges. All devices were received at the same time and should be billed according to the agreement - 5 devices at $30.00 ea per month for total of $150 a month

  Business Response

  Date: 06/03/2025

  Following a review of your dispute, we have identified a discrepancy and will be crediting the disputed amount. We have already contacted the customer to inform them of the resolution and have apologized for any inconvenience or confusion this may have caused.

• Initial Complaint

  Date:05/22/2025

  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.

  I've tried numerous times to cancel the account. The help desk line always assures me that someone will reach out to us within a few days. Since 3/18/25, I have not gotten a response by phone or email from someone who can help us. I've call in to cancel 3 times and email our account managers and support team several times.They continue to bill, make collection calls, and threaten to send our account to a collections company. I just need someone to help us close the account, credit back any charges beyond 3/18/25, and to give instructions on what to do with the old equipment.Sincerely,**** *******, Controller *********************************

  Business Response

  Date: 06/06/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see the account closure was approved and the buyout fees were waived as well. A credit has also been issued and the customer has been advised to call AR to request a check. Please contact us at ********************************************* for further assistance. Thank you, Verizon Connect

• Initial Complaint

  Date:05/05/2025

  Type:Product 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.

  I am writing this complaint against Verizon connect revile ,because I have account with them for asset trackers opened last year.I asked my case coordinator ***** ******* to send me an email with confirmation that my account is closed and I dont owe any money to them or third parties collecting company.I buy out my contract and my balance to them is $0 .I just want everything in writing because I dont trust this people any more.I am reading a reviews how they are continuing charging people after their account is pay off I am fully disappointed from the service, their equipment is not working properly, I returned all my devices on January 2025 and since then I am trying to cancel my account.Because I didnt read the small text I paid $445 extra money just to buy out my contract.But now after spending all this money without using their services and the impossible way to connect with someone ( because the customer service is useless) I am trying to receive everything in writing to avoid future problems.I asked them about this and wrote to ***** that I will put review on BBb and he sent me an email just with text that my case opened on January is closed on April.Sorry but I dont need this information that my case is closed- I need confirmation that my Account is Closed and I didnt owe them or collections companys money

  Customer Answer

  Date: 05/07/2025

  
  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,
  
  ********** *****

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair 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.

  I work for a company that decided we wanted to get *** installed in our vans. We were sent the *** and we installed them per Verizons directions. The *** worked on and off for about 2 hours and stopped working. Called Verizon and went over troubleshooting for an hour for them to say I dont think its going to work in your area (We work in remote areas) They said they had to escalate to a higher troubleshooting to which called me back 3 days later to troubleshoot again to tell me its not going to work in our area but they did not want to cancel yet they still wanted to troubleshoot. I went through a month of this basically of them calling me back and troubleshooting to each tech telling me it was not going to work. In the meantime I had already paid the first bill of a system I have never got to use. So that was wasted money . Finally after troubleshooting 5 times I was told to just send the systems back which I did. I was told there would be no cancelation fees or any fees associated with the system. Well what happens we get a bill for the next month. I call talk to someone who says oh thats a mistake we will take care of it. You did not get to use the system. Well 5 bills later and 5 calls later still fighting the bill and now I get a bill from a collection agency saying we owe the money after being told by Verizon we were all set multiple times. Everytime you call you talk to someone different and spend an hour going over everything for them. It is so frustrating.

  Business Response

  Date: 04/24/2025

  Hi *********, 

  We apologize for the inconvenience. Based on our records the account is closed with a 0 balance and nothing has been sent to collections. However, the email on the account is different then the email provided to the BBB.  

  A member of our executive care team reached out via email ( Case ********) to schedule a call and confirm we're looking at the correct account. We're happy to get this straightened out. 

   

• Initial Complaint

  Date:03/10/2025

  Type:Product 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.

  Complaint Summary I am filing a complaint against Verizon Connect for unauthorized charges, failure to honor my non-renewal request, and refusal to issue a promised refund of $4,095.98. Despite multiple attempts to resolve this issue, Verizon Connect has failed to uphold its commitments.Timeline of Events July 11, 2024: Submitted Notice of Non-Renewal (Case #********)no response.July 24, 2024: Followed up, referred to ******************* response.July 30, 2024: Sent another email, ******* responded, but never called back.August 5, 2024: Sent final email confirming non-renewal/cancellation.December 9, 2024: Still being billed. Contacted Verizon Connect, referred to Werhane, ****** and Baileyno resolution.December 13, 2024: ***** ****** referred me to **** ********.Verizons ******************* to Honor It December 13, 2024: ******** confirmed Verizons failure to process cancellation and promised a $4,095.98 credit.December 17, 2024: He confirmed cancellation was in process and credits would be applied.March 7, 2025: I received a Final Demand Notice (Invoice #************ - $2,047.99)AFTER my account was supposed to be closed.Requested Resolution I am seeking the following corrective actions:Immediate issuance of the $4,095.98 credit back to my credit card, as previously promised by Verizon Connect.An additional credit to eliminate Invoice #************ and the $2,047.99 charge. This invoice was fraudulently generated after my account was supposed to be closed.Written confirmation that my account is fully closed and that I will not receive any further charges, collection notices, or invoices from Verizon Connect.

  Business Response

  Date: 03/26/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. We see the account is now closed and the promised credit has been issued. An email has been sent to MR. ******* explaining how he may request a check from AR. Please contact us at ********************************************* if you still need further assistance. Thank you, Verizon Connect

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I have contacted Verizon Connect's accounting department and I am awaiting clearance on the issuance of the refund check
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/06/2025

  Type:Order 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.

  I canceled my service with Verizon Connect at the end of the contract term and switched to a better provider, ******. After the cancellation, Verizon Connect demanded $1,176 for unclear reasons. Despite numerous calls, one of their managers negotiated the amount down to $426 to settle the account. Although I believe I don't owe them this amount, I agreed to pay it just to resolve the issue. They asked me to wait until the records were corrected before making the payment, but the records were never ***********, a collection agency is demanding an even higher amount. I forwarded the email from Verizon Connect's management confirming the $426 settlement, but the collection agency is being unreasonable. This seems illegal, and such business practices must stop. I have all the records and will not pay more than the agreed amount as a goodwill gesture. This situation is taking up too much of my time, and I believe they owe me compensation for my time.

  Business Response

  Date: 03/14/2025

  Thank you for reaching out and sharing your concerns regarding your account settlement. We understand that this process can be challenging and appreciate your willingness to work with us.
  
  
  To ensure a thorough review of your account, please provide the following:
  Documentation confirming the negotiated settlement amount of $426.
  Any additional supporting documents or records related to the account settlement.
  The contact information for the collections agency involved.
  
  
  Your prompt response will help us move forward efficiently. If you have any questions or need further assistance, please feel free to reach out.
  
  
  Thank you for your cooperation and understanding.

  Customer Answer

  Date: 03/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Attached documents clearly shows this case has been resolved more than a year ago

  collection agency contact as you requested

  
                      ****** Schindler  |  Associate
                    o. ************  |  **************** 

   

  Thank you

  Ismail
  
  
  

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

• Initial Complaint

  Date:03/04/2025

  Type:Order 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.

  I have contacted my account rep ******* ******* and cancelled my contract in December. Contact her again to cancel in January. Still getting charged.

  Business Response

  Date: 03/24/2025

  Thank you for bringing this to our attention. We apologize that you had a negative experience. A credit has been issued and the *** will be waived after the Docusign is completed. Please contact us at ********************************************* if you still need further assistance. Thank you, Verizon Connect

• Initial Complaint

  Date:02/21/2025

  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.

  I am writing to formally lodge a complaint against Verizon Connect, a subsidiary of Verizon Communications, regarding deceptive business practices and a failure to adequately disclose contract terms to consumers. My complaint pertains to misleading representations made by Verizon Connect in connection with their service agreements and the financial obligations imposed on customers without proper disclosure.Specifically, Verizon Connect engaged in the following unfair and deceptive practices:Failure to Clearly Disclose Contract Terms Verizon Connect presented a service agreement that lacked transparency regarding the duration of the contract, early termination fees, and other critical obligations. I was not adequately informed.Misleading Sales Practices The sales representatives of Verizon Connect were deceptive in communicating that we were entering into month-to-month agreement, only to later discover we were locked into multi-year contracts with substantial penalties for early termination.Unfair Early Termination Fees When attempting to cancel my services due to dissatisfaction or unexpected costs were subjected to excessive early termination fees that were not clearly outlined at the time of signing.Failure to Provide a Copy of the Executed Contract I did not receive a final copy of the signed agreement, preventing us from reviewing the terms and conditions post-signing.Refusal to Address Customer Complaints and Disputes *********************** customer service department consistently refuses to resolve disputes, often directing us in circles without any meaningful resolution or opportunity to negotiate fair outcomes. Please inform me of any actions that your office intends to take regarding this matter. I am available to provide further details and supporting documentation upon request.Thank you for your attention to this matter. I look forward to your response.

  Business Response

  Date: 02/24/2025

  We appreciate you bringing this matter to our attention. We sincerely apologize for the negative experience you encountered. A member of our executive team will be in touch shortly to discuss a resolution. We are committed to addressing your concerns and reaching a satisfactory outcome.

   

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22972475
  
  Hello,

  We have reviewed the companys response and find it insufficient. Despite multiple attempts to reach a resolution via email, the only offer made was a reduction in the cancellation fee. This is not an acceptable resolution.
  Until the company provides a formal written response and our business receives the full amount previously requested, we do not consider this matter resolved and do not wish to close this case. We expect a substantive reply addressing our concerns promptly.

  
  Sincerely,

  
  ******** *********
  
  

  
  

  Business Response

  Date: 02/25/2025

  We have contacted the customer and scheduled a call to discuss the next steps in resolving this matter. We are committed to finding a swift resolution and addressing all concerns to your satisfaction.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22972475
  
  I am rejecting this response because: 

  This complaint is still open. We have not spoken to any representative form the business. They did reach out to schedule a call but I have not heard back since my reply to that email.

  
  

  
  

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

• Initial Complaint

  Date:02/18/2025

  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.

  The Verizon Connect System caused our company to lose money and time. Our drivers had *** violations and our fleet manager (me) lost many hours/days speaking with customer service to remedy the ********************** problems and they were rarely fixed. The customer service was horrible and did not help us. We were tired of dealing with a very bad company and ELD system. We do not feel we should pay for BAD service and many hours of lost time and fines that could of been implimented but an audit. Since we have changed to ******* a great GPS tracking company, things have been super smooth and no problems. Verizon connect kept blaming drivers or myself and that was completely false. We do not feel we should pay any balance. It was a very stressful company to work with and I hated having to call this company. I always assumed I would get no satisfaction in fixing the problems we had with their system. ******** customer service.

  Business Response

  Date: 02/19/2025

  Upon reviewing the account and the feedback provided, we understand the customers request. As the signed agreement outlines the terms of service, including early termination fees, we are unable to waive the associated charges. We regret any inconvenience this may cause. 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22956727
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22956727
  
  I am rejecting this response because: We received a response but they did not take any responsibility of the bad customer service.  That was always their way of dealing with any problems.  They always pushed it onto the drivers.  There equipment and the customer service were lacking.  They needed proper training.  Their customer service was in ******  I spoke with them often as any where they were located.  Only when it was escalated two to three times we might get someone that could help.  This was only after I had to spend hours if not days on the phone with them going through the same tests to try to get things to work properly.  The response I received since the formal complaint once again said it was my drivers fault and they needed training. They encourage us to settle our debt.  We dont believe we owe them. They owe us for all the *** violations as well as wasted time on the side of the road for my drivers waiting for Verizon to know how to fix the problem and eventually telling my drivers to drive.  I spent many if not most days of the week on the phone with them trying to fix 13 drivers logs and ELDs.  Im HR manager as well as DOT compliance and Fleet manager.  I can not and should not have to stay on the phone with Verizon Connect for 4 to 6 hours a day 3 to 4 days a week because they are poorly trained or have faulty equipment. 
   
  Since we have gotten Samsara to do the same thing, it has been wonderful.  Not once have I had to spend hours on the phone and my drivers have not lost precious time sitting on the side of the road waiting for someone to help them fix their tablet.
   
  What is the next step to stop this madness.  I had contacted them multiple times in the past about the poor customer service and we will go elsewhere if they dont improve.  I was ignored for more then 6 months then I was told the person I use to speak with moved to a different department and I had to start all over again from square one with a new person.  Again madness.
   
  Please help.  We dont believe we owe them a dime.  They owe us for all of our lost time.
   
  Thank you,

  
  ***** *****
  

  Business Response

  Date: 02/24/2025

  While we understand the customers decision to switch providers, early termination fees apply as outlined in the signed agreement. The outstanding balance reflects these fees and remains valid despite the account closure. Though we are unable to waive valid charges, we are open to discussing flexible payment options.

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22956727
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****