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:06/06/2023

  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.

  In March of 2022, *************** of *********, LC contracted with Verizon Connect to install GPS trackers in our vehicles. When the installer came, several were unable to be installed due to the type or age of vehicles. The unused trackers were returned as instructed using mailing labels provided by Verizon Connect. Over a year later, and we are still being billed for the unused, never installed trackers. I have been on numerous calls with customer service, several contacts with **************** all have failed to produce resolution. They now wish to charge $3000 to remove them from my account.I Have attached the invoice and the tracker list which highlights the ones I have and the ones I am still being charged for.

• Initial Complaint

  Date:06/01/2023

  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.

  We signed an agreement with verizon connect in ******* for logistics technology - gps in our trucking company.We since have contacted them several times to cancel our contract starting last may-june of 2022. They keep avoiding our request for cancellation. Started documenting on 09.29.2022 documented at 4:49:52pm cancellation requested, 12.14.2022 cancellation requested, 03.02.2023 cancellation requested and case opened ********, today again after many harassing calls i stayed on the phone with them for 64minutes48seconds and they hung up the call. Case number ******** *****************************. **** wont cancel the account and has to send it over to billing for an early cancellation fee of $7617.86. My bill for time spent trying to cancel this is worth $8000. I told them should they call ** one more time I will send it over to our police department for harassment. We owe them nothing. All the hours we have spent trying to manage our account properly has been voided by them.From: ***************************** <*************************************************************************************> Sent: Thursday, June 1, 2023 10:24 AM To: Accounts Payable - ******************* <********************>Subject: Cancellation Request Case ******** ****** ************************* ref:_00D3013lQ._5007V2OMQkk:ref ]Hello,******************* I am so sorry that this experience wasnt what you expected it to be. We can go ahead with your cancellation process. Please understand this can take up to a couple of days or even a week to finalize this whole process . In the meantime, if you have any questions you can email me anytime Monday-Friday.06.1.2023 communication:Sent: Thursday, June 1, 2023 10:09 AM To: Accounts Payable - ******************* <********************>Subject: Case Created : ******** Finance / Contractual - Account Cancellation Request ref:_00D3013lQ._5007V2OMQkk:ref A new Service Case has been created by ******************* on behalf of ****** ****************** Inc.Should you like to follow up on this support ticket, you will need to reference Case # ******** The details as follows Case Open Date: 06/01/2023 Subject: Finance / Contractual - Account Cancellation Request Ticket Original Comment : Account Cancellation Request You may also contact our Support Team at ************ or ************************************************************* for assistance. Thanks,VerizonConnect Support Team Please respond to this email with your name, your company's name and the reason for cancellation.If you have any questions, please let me know.Thank ********** a Great Day! Best regards *************************** Verizon Connect Customer Success Manager *********************************************************************************** ASSISTANCE: Reveal Support:************

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair 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.

  Hello Verizon Connect,I believe we resigned a contract with you. What happens if we no longer want to use your company and we break the contract? Ever since Verizon took over fleetmatics - the customer service is horrible. You made it mandatory to update the equipment back in January. Ever since two of our trucks were not working. 807 wouldn't start due to your equipment and we could not use it for at least 3 days. Our guys spent 2 days trying to find the problem and it turned out to be from your equipment. I have put endless amounts of phone calls into your company over the last 5 months due to the same issue. We have had 3 technicians out for our 803 truck and it's still not fixed. I spent 3 hours waiting on hold and troubleshooting yesterday - just to make a 4th appointment. At this point - for all of our time and our trouble I feel like we should have no penalty for wanting to leave your company's services. I just tried to call in now to find out about our contract and the woman could not find our company. We are a functioning business that does not have the time for your company to figure your company out. Your services are supposed to make us run more efficiently. I have hours and multiple employees invested in this issue. You have cost us time and money. Please resolve our contract with you ASAP or forward this email to someone who has that ability. Thanks,******

  Business Response

  Date: 06/12/2023

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

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20125320
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/23/2023

  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 sent written cancelation notice to Verizon Connect in December 2022. I canceled due to Verizon Connect lack of customer support, customer account staff turnover, faulty equipment, and delays to business. Verizon Connect still has not canceled our account. ******************************************* failed to send a representative to remove the Dash Cameras/GPS units. I've contacted Verizon Connect multiple times through email and phone to discuss the cancellation and pending charges, but have been unsuccessful at reaching a customer service manager. I would like to resolve the issue, but cannot reach the customer service manager at ******************************************* to discuss. It is clear that Verizon Connect has no customer support staff and is avoiding canceling our account. ******************************************* will not respond. Verizon Connect leaves an automated voicemail on my phone each month to call them to make payment. I call them back each month and spend roughly 1 hour on the phone with customer service in ***** trying to reach a customer support agent that can help. **************** in ***** continues to provide phone numbers and extensions that are invalid. It has been a significant disruption to our business and extremely frustrating.

• Initial Complaint

  Date:05/19/2023

  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.

  I signed up with Verizon Connect with a sales representative and was promised that it would be mailed within 305 business days and that once the device arrived, they would set up a technician to install in the vehicle. This all took place last year (2022). I have been calling, I've sent emails to the business reps on my account to cancel as I never received this so-called device to my place of business. No one has responded to my emails. I've made numerous attempts to contact the number provided on my emails ************** and all they say is that only a manager can cancel, and someone would call me back. I initially paid $29 to sign up and I've been getting invoices to pay for a service I cancelled and again never received devices for or a technician was never scheduled to install. I want a refund for what I initially paid AND i want confirmation that this has been cancelled and nothing will be reported the credit bureaus. How dare the customer service representative tell me to make a payment on an account that is not even supposed to be active or was never used to begin with. This is a complete SCAM! If the above is not done, I will be contacting every social media, news cast I know to make sure everyone knows the scam that is being run with this Verizon Connect. Below is the information that was forwarded to my mail:Verizon Connect Account: ************ Wallet ID / UMR: ************

• Initial Complaint

  Date:05/16/2023

  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.

  On November 1st, 2022, our company purchased *** and monitoring services for our fleet of drivers. However, upon receiving the *** devices, we realized that they did not come with the required log books. We immediately contacted the provider and, after a long wait time, spoke to a representative who assured us that the log book would be sent separately.Unfortunately, one of our drivers was pulled over by the **************************** (***) and received a formal complaint for not having a log book. Concerned about compliance, we began searching for alternative log book solutions to adhere to industry regulations.In light of these issues, we contacted Verizon to cancel the services. Shockingly, they responded with a demand for a $1,500 contract cancellation fee for unused services. We expressed our dissatisfaction, highlighting that they failed to provide the agreed-upon service as stated in the contract and that we had been warned by the *** for not having the required log book. Despite our attempts to resolve the matter, they did not provide a satisfactory response and are now billing us $4,177.95 for services that were not rendered.Once again, we contacted Verizon, explaining the unfairness of the situation and emphasizing that we should not be charged for services we did not receive. Their response was to pay the outstanding balance and then they would issue a credit. Unfortunately, we are unable to afford such a payment, and it is unjust to expect us to pay for services that were not provided in the first place.We kindly request your intervention to address this issue and ensure a fair resolution. We firmly believe that we should not be held responsible for charges related to services that were never delivered. We are open to discussing a fair and reasonable resolution that acknowledges the lack of service and the inconvenience caused.

  Business Response

  Date: 02/26/2025

  Thank you for your email.
  We apologize for your negative experience. We take our customer satisfaction seriously and appreciate you reaching out.We see the account is now closed.A bill credit was successfully applied to your account for charges occurred. If you have any questions or need further assistance, please don't hesitate to reach out @ ***********************************************************************  Thank you, Verizon Connect

• Initial Complaint

  Date:05/16/2023

  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.

  I bought a couple fleet tracker with Verizon Connect in early 2022, it worked fine and was initially happy with the service and installation time so I attempted to add more over time. Once I started to add more of these trackers, the tracking devices either never was mailed, and while the few that was mailed was never installed. At this point, I started registering my complaints and notifying them of the on-going issue which they would always report that it had been filed and that the account manager would resolve. This matter never got resolved and instead would get automated calls on these outstanding bills for services never rendered. I would then call the customer service, then the agent would issue partial credit and became a cycle. I got fed up of this cycle, and then requested a total cancellation of the account in December 2022, and the agent mentioned due to the circumstances, they would proceed with the cancellation with no penalty and credit all outstanding amount since it was never my fault many of these devices were never received. Now it has been almost 6 months, and each month, the cycle repeats. The automated calls, then its waiting on the phone for several hours to speak with an agent, then speak to the agent to explain the issue, then the partial credit, then back again the following month. I complained about this automated calls, and explained why I had stopped paying this account due to this matter. I have had to repeat information to the various Verizon Connect departments, which is very frustrating as it shows the record is not being passed along well, and then puts the onus of explaining each issue from the beginning again rather than have the agent walk you through until the matter gets to a resolution. In each of my past complaints made written to some of the customer agents, I would appeal to them that please follow-up with me on this matter in 2 weeks because it is hard to get another agent and explain but they never do.

• Initial Complaint

  Date:05/16/2023

  Type:Billing 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 paying our bill of $315.00 monthly for their service, and suddenly they started charging us extra for dash cams. We do not have dashcams, never had dashcams. Since September 2022, we have been asking them to correct this issue. Multiple times we have called and emailed. Every month sometimes more. We have been promised they would, but they don't. Each month the next bill comes with the same problem. None of them have done anything to correct this issue even after numerous ones tell us they will. When we attempt to call them back or email they are no where to be found, and it goes from person to person without any resolution. This is getting out of hand. Our act# ************ still has charges racking up against us for dash cams that we never had. Some of the names of those we have spoken with (or emailed) at Verizon are: *************************, ***************************, ***********************, *********************** ************************************************************************************************************************************, *****************************, ************************************************************ ********************************************************* and several others. Several of their emails now bounce back as no longer good emails. We desire them to take off those extra fees, adjust our balance due, and correct our monthly bill ASAP please. If they can't do the math to adjust this, they need to zero it all out because, we have sent them the $315.00 monthly that we owed. We are not behind on paying them. They need to correct their error. Thank you for your help.

• Initial Complaint

  Date:05/16/2023

  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.

  I have contacted 10+ times to have a truck removed from my tracking system- I continue to get billed for this truck and the customer service continues to tell me they will have someone contact me within 2-4 business days. I have yet to hear from anyone after 10+ calls.

• Initial Complaint

  Date:05/15/2023

  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.

  I have been trying to cancel my account with ********************************************* for at least 6 months for a service I hadnt used for at least a year. Finally I had no choice but to shut off the credit card to stop payment. I sent them a letter to shut it off the service. I sent them an email to shut off the service. And I called them multiple times to shut off the service. And now Ive been battling with them for months and months to get a credit back on my account for the unused months. All they do is give me a case number and tell me they will call me back in 72 hours or less and they never do. *** been told on the phone multiple times that a full credit would be given and that they would be calling me back to process the credit. I am beyond frustrated.

  Business Response

  Date: 02/26/2025

  Thank you for your email. We apologize for your negative experience. We take our customer satisfaction seriously and appreciate you reaching out.We see the account is now closed.A bill credit was successfully applied to your account for charges occurred. If you have any questions or need further assistance, please don't hesitate to reach out @ ********************************************* Thank you, Verizon Connect