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:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Contract with Verizon Connect for a GPS Fleetmatics program. We've had this contract for several years. March of 2022 we had Fleetmatics new equipment installed in our fleet of 10 vehicles. (They only installed 8 of the 10 units, the other 2 were never installed) Since the installation, we had not been able to connect into the system. After several calls between June and October of 2022, there was no resolve, and no communication from Verizon about the dilemma. However, around September of 2022, we received a billing for a past due amount of $3,280.00 dollars. This was due to a change of Owner ship in our Company, and our new accounting department was unaware of this monthly bill of $410.00, so this accumulated of 7 months. However, once this past due amount was brought to my attention, I promptly addressed it , and had it paid in full within a week. While fixing the billing on our end, I was also trying to work with Verizon (thru several phone calls, & emails) so we could utilize the services we were paying for. One month later (after the arrears were paid in full), we received a billing for $9,000.00 dollars for for early termination / breach of contract!!! I once again was in contact with Verizon to resolve this issue as the arrears had already been paid in full and excepted by them. Verizon then expunged the 9k for breach of contract. By now it was well into November of 2022. This left us with the past due amount paid, and current monthly payments being submitted every month on time, but still no resolve to the availability of the usage of the system. Every time I reach out to Verizon, I get a **************** person who I have to explain everything to all over again, then get put on hold, then after a long duration of hold, they come back and tell me they are going to everything is good, and they are going to start a case. Then nothing happens, till I reach out and call again. Then the same thing happens over again. We are now on round 4. One of the last conversations I had with a CSR by the name of ****** on Wednesday May 31st at 9:16am. I thought I was finally going to have some resolved, as he confirmed that our account was in good standings, and had been for months. He told me there was going to be credit to our account for the past 15 months of payment and NOT being able to use the system. He also set up and told me on this call that there would be new / updated GPS units delivered for our fleet, and they would arrive the following week ( 6/5 thru 6/9/2023). He then instructed me to call when these units arrived to set up for installation. We have not yet received these units. When I called back on June 12th, 2023, using again the general ************ number, (because apparently no one on there staff has a direct extension to enable to work one on one with customers), I yet received another customer service person ( Lopis Torus) that did not have a clue about our account even though I gave that person our account #, and wanted to start yet another claim.

• Initial Complaint

  Date:07/04/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 March of 2021 I Purchased a trailer gps tracker. The device was not functioning correctly they tried to update the firmware and programing to no avail. After several more phone calls and support tickets the decided they need to replace the device on Sept ********. However, they were not shipping any product at that time (assuming they new they had issues but all they would say is they couldn't ship it). After several more calls I finally received the new device around December 31st. I then contacted tech support two or 3 more times to activate the new device on the account but they could not get it to activate. On the 3rd call I requested that they cancel the account if they can't get it to work and the support representative said I would need to talk to management about the cancellation. After another call requesting cancellation and no one responding to my inquiry I gave up on the whole thing. Then in September of 2022 I received a bill for $216.77. So I tried reaching out to the ****************** Sent a request to cancel the account in writing and a complete explanation. ********************* confirmed receiving my email on September 12th 2022 and started the cancellation request. September 20th I replied to email to follow up and provided 8 support tickets to document with the cancellation request. I Followed up again twice in October and again on December 2nd with no responses to any of these emails.I reached out by phone again a couple of more time and I was told I needed to Contact my GSM sent her an email on January 23, 2023 and never received a response. February 2nd the created a support ticket #******** to escalate to CSM Manager and told me I should receive a call within ***** hours. I continue to call and check the status of these tickets and receive the same reply that I should receive a call with in ***** hours. They have created 4 addition support tickets and I still have yet to talk to anyone with the authority to resolve this issue. But they have an auto dialer calling my phone multiple time a week saying my account is past due and I need to call them back, with no way to communicate with anyone. Now they are threatening to turn this over to a 3rd party for collections but they won't respond to any of these inquiries.

  Business Response

  Date: 07/19/2023

  Thanks for the email!
  We've received your case # ******** .
  We will be in touch shortly.
  
  Thanks again,
  VerizonConnect Support

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20273694
  
  I am rejecting this response because: I have requested sever tickets for a call back and have never received any response.  Every time I create a new ticket they inform me that someone will call me within ***** hrs.  Not one time have I ever received a call back.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/28/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This is an extremely bizarre and poor customer experience. As a summary, I have been contacting VZC requesting cancellation for several months, however, I am continuing to be sent a bill. Each time I call into VZC ***************** I am transferred to be cancelled and I am hung up on (i.e. clearly VZC is making it difficult to have this account cancelled). Note: The most recent abandoned call was today around 4pm EST. ******* stated that I needed to send in documentation that I am requesting cancellation, in which I have sent many email over the course of several months requesting cancellation. Business Name: JCB Transport, LLC Contract Account: ************ Account Number: ********** Reasons for Cancellation: 1) Product does not work adequately 2) ******** Services has been poor 3) CSM never responds 4) No longer need the product 5) Billing has never been right. (I have been calling and emailing for months to have this product and service cancelled, with no success)

• Initial Complaint

  Date:06/20/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 unable to get any information on the contracts that I am in with this company. They refuse to answer any e-mails about putting ************ off auto-renewal. When I form a case with their company they close the case as resolved even though they have not actual spoken with me. They have me stuck in continuous renewal because they will not accept my notice to be taken off auto-renewal. They require notice for the contracts to be taken off auto-renew (which I understand) but they will not even tell me how to provide that notice. It is a very deceptive practice. My company name is ***********************. Acct number **********

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 were in a trial based in 2020. We never used the product. Returned all products and cancelled the service within 7 days. We did not hear from them until Feb 2023 at which time I reiterated we do not want nor have we used your services. They continue to call email and try to debit money from account. I have replied multiple times stating the account is closed. They will not leave us alone. We never received service from them at all!

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After writing my complaints to the BBB, I was called by someone at Verizon Connect along with someone from the BBB. I explained what happened and why I went to the BBB, the person on the phone asked me if I wanted to keep the service. I told him yes, but I did not feel that I owed the amount of money they told me I did. He told me that if I signed a new contract for 3 years that Verizon Connect would clear the balance. I agreed. He told me that it would take some time to get the account cleared.I did not hear from Verizon Connect again May 2023 stating that my credit card information was nearing expiration. I called to ask about this and was informed that I still had an outstanding balance of over $2000 and that it had been turned over to collections.

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 first opened an account with Verizon Connect in November 2021, I ordered one ELD device for my truck, that never came. After a lot of back and forth with customer service they sent out another. In Feb 2022, I ordered a second device for my other truck plus a tracking device for the trailer. The process to have the first one installed took extremely long and the device was not what we expected, so on March 9 2022, we requested to cancel the second device and trailer tracker. They agreed and cancelled installation. In April 2022, Verizon Connect began charging our account for 2 ELD devices and a trailer tracker. Even though we only have ONE ELD Device. From March 9 2022 to May 31 2023, we have opened 10 cases with reveal support by phone to have this resolved, while they continued to charge our account $92 every month ($52 overpayment). I also sent several emails to reveal support and was directed to escalate the issue to our 'account manager'. I sent her 3 emails but never received a response back. The final email to her in May 2023 came back that her email was now disabled. On March 2 2023, I filed a claim with my financial institution but they where only able to resolve the most recent debit from our account and credit us the ***** overpayment for the month of February. Verizon Connect began billing us for the $52 on March 15, 2023, while still debiting our account for 2 devices and 1 trailer tracker, $92 total each month. On April 19 2023, we where sent a notice of suspension for non-payment of the $52 that was credited to us by the bank. They still took out a $92 payment from our account on May 2 and May 31, 2023. We have now been over charged a total of $641.35 from April 2022 to May 2023 and are being completely ignored by Verizon Connect to resolve this issue. On June 13 2023 they sent us a notice of termination of agreement for not paying the $52 that was credited to us by the bank and disabled our service.

• Initial Complaint

  Date:06/08/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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 signed a 2 yr. contract dec 2019- dec 2022 for vehicle tracking the invoice was paid in full on Dec 2019. I can attach receipts. They sent me another bill December 2022 for a 2 yr renewal line items included charges for Jan 2020- December 2022, in addition to the additional 2 years Jan 2023- ****. i have contacted their support team spending over 15 hours on the phone with no resolution. I have emailed re. I have opened numerous cases and they all say they do not have the authority to correct the invoice. The invoice is due and they shut down my account for 2 other monthly trackers that are up to date on billing. They are saying its going to collections due to it being unpaid. i have the receipts and the invoice they sent me saying ''Paid in full". How is it after speaking with 20+ people they cannot give me a manager or someone to resolve this. They say they don't have any direct number internal employees. The sales team that sold the contract says they don't know who can help either. 6 months has gone by and I have tried to resolve this. They have taken my money and now want to send me to collections if I don't pay them when I don't owe them anything. How is this legal?

  Business Response

  Date: 06/09/2023

  Thanks for the email!
  We've received your case # ******** .
  We will be in touch shortly.
  
  Thanks again,
  VerizonConnect Support

  Customer Answer

  Date: 06/19/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  Complaint: ******** *********** did not resolve or try to resolve this issue. When I spoke to the company they told me they had to escalate the matter to another department. Which is what I have been told for 6 months and still no resolution. No person from Verizon that I spoke to can assist me. They say they will take not and pass it on. Please reopen this I have all the email communication
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/08/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 ANOTHER CUSTOMER ADDED TO THE LIST OF UN SATIFIED CUSTOMERS UNABLE TO CANCEL MY CONTRACT SINCE LAST YEAR(22). VERY WILLING TO TAKE YOUR MONEY TO GET YOU LOCKED INTO A BINDING CONTRACT BUT HAVE A HARD TIME FINDING THE COMPUTER WHEN TIME TO CANCEL CONTRACT. WOULD NOT RECOMMEND THEM OR GO BACK TO THEM. IN A TIME WHERE MONEY IS TIGHT IN THE ECONOMY. THIS BILLION DOLLAR ORGANIZATION IS GOBBLING UP THE LITTLE MANS PROFITS. SOMETHING NEEDS TO BE DONE. I RECOMMEND ALOT PEOPLE LOSE THEIR JOBS AND COMPENSATE THOSE TAKEN ADVANTAGE OF MONTH AFTER MONTH EVEN AFTER REQUESTING PAPERWORK FOR CANCELLATION. BUT WHO AM I. AND IF I FAIL TO PAY MY BILL THEN IT GOES TO COLLECTIONS AND MY CREDIT REPORT.

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 cannot begin to express my absolute disappointment with Verizon Connect. I signed a contract with Fleetmatics in 2019 at which time Verizon bought them out and turned it into Verizon Connect. During the transition nothing worked as promised, alerts were very delayed etc. I cancelled the service and was not charged a cancellation fee.Fast forward a year and I decided to give it another try in Nov 2020 due to the sales rep ******************************** that assured me all the issues had been resolved. I had to send the VIN's for all my equipment 6-7 times before someone was actually sent out at the beginning of Jan 2021 to install the equipment. When they showed up, they did not have the correct equipment with them. Subsequently, equipment was not installed in multiple units. This was over half of my fleet. The receivers installed in the remainder of my fleet did not work properly again just like previously in 2019. In fact the system is even worse now than before. Alerting up to an hour late. Etc etc My sales rep does not respond to any communications to rectify the situation, since then numerous sales reps have taken the position and still no resolution. We have created numerous cases 50 + over the last 3 years in an attempt to release us of this unbelievable debacle. Weve written numerous letters. With no response. Due to all these issues, lack of customer service, inability to make systems work correctly. We have never even logged in one time to our account to try and set up and make it work. Obviously waiting for the installation of equipment and vehicles to be completed. At this point there is no other option but to release me from your system and contract in writing and remove the units that are currently in place and feel that I should not be charged in fact I should be reimbursed. Verizon has failed to comply with its own contract and One of A Kind Environmental should be released Still waiting on Micro Manager to call back. Over 3 years with no equipment and service.