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:09/21/2023

  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.

  I want to start off by saying this business needs to get shut down immediately! There are way too many complaints with the same issues involving this company.My company/ Account name Shells Trucking LLC.I received an email regarding my services is disconnected for non payment. I forgot to update my autopay information because the bank issued me a new credit card due to fraud. I tried to login into my account and realized my online account is also suspended because of the missed payment and referred me to call the customer service phone number. I tried calling for two weeks and the call would never go through. On week three I finally get someone and after being transferred three annoying times I reached someone that said the systems are down and to call back tomorrow. I called the next day and again unable to get anyone on the phone. I waited two weeks and called again and two people told me they cant take payments only the finance department can but every time they transfer me to that department the line disconnects. That went on for another month. I finally tried to call and email every sales representative I talked to that started my account but their numbers were disconnected and no email back. I also email the customer support email and they replied they made a case number for me. I also wrote a letter and sent in the mail to their headquarters. *** called about ten times after that trying to pay my account to get back active but still no luck on talking to the finance department. I received another email saying they are going to send my account to collections if I dont pay. I email back that Im trying to pay but no one will take a payment and when they transfer me the call drops. This company needs to get investigated and closed down. Its unfair to try to make so many people and companies have bad credit due to their terrible practices as a company. I can also send all of the emails I sent for proof if needed, and phone records I think Thanks!

  Business Response

  Date: 09/16/2025

  Apologize for the delayed response currently working through a backlog.

  Based on our research we've found that the account is currently cancelled and reflects as ex-customer.

  Any outside collections thats owned needs to be addressed with the 3rd party collections company.

  Customer Answer

  Date: 09/20/2025

   
  Complaint: 20635985
  
  I am rejecting this response because: I am rejecting this response because it did not provide any assistance or resolution to the issue. Instead, it merely offered more excuses for the delayed non-solution responses. As I have repeatedly emphasized, this business is extremely poor!
  
  Sincerely,
  
  Ellis Shell

  Business Response

  Date: 09/26/2025

  We understand your concern and will address the issue internally. Your account has been closed as you requested, and we've transferred the outstanding balance to an outside collections agency.
  To settle your debt, you'll need to contact them directly. We advised you of this in a previous statement, and we recommend reaching out to them soon to resolve the matter.

• Initial Complaint

  Date:09/14/2023

  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.

  Our business, *************** signed on to use Verizon Connect for Dash cams and truck trackers in early 2022. Everything seemed to be going fine until we needed to add 6 more trucks to our fleet and also add electronic logbooks to our trucks as well for DOT purposes. We were assured they would work together out of 1 plug (as the trucks electrical systems only let 1 extra plug be used) and were designed together. I ordered them November 17, 2022. 4 weeks later and we still hadnt gotten them. Our final day of compliance was 12/31/2022. I called or emailed daily to our sales rep ***** her manager ******** and Yolandas manager *******. Soon we were out of compliance but the products had finally shipped. When we received them there was absolutely no way for any of them to work together. It wasnt possible to get them put in the same plug. So I emailed ***** called ***** emailed all 3 of them. Soon Roses email was shut off. Soon after that ******** was. I spent countless hours on hold (and I do mean HOURS) trying to get the cancellation to go through. It finally did. I got an email confirming cancellation but could never get an answer on where to send the cameras, trackers and ELDs to. They kept trying to take monthly payments until April *************************************************** May I started getting recorded finance calls from Verizon Connect saying to call back immediately. I have tried calling back several times and it will tell me to hold for a representative and then hangs up **** seconds later. I dont hear back from any emails I have sent. I am owed $1068.27 but its not the money I need. They are a horrible, dishonest company. They shouldnt be in business.

  Business Response

  Date: 09/16/2025

  Apologize for the delayed response currently working through a backlog.

  Based on our research we've found that the account is cancelled and reflects as ex-customer.

  Credit BA#************** was submitted on 10/19/2023 clearing out any balance or fees associated with the account.

• Initial Complaint

  Date:09/06/2023

  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 sales rep falsely advertised a tablet came with the *** system. I have tried several times to get Verizon Connect to send the tablet for the system with no success. The only other option was to cancel the service Verizon Connect has never provided per their contract. I have never used the Verizon Connect service due to not have a tablet as promised by the sales rep I have documented in the attached emails. I also informed Verizon Connect I will not pay for a cancellation fee nor removal of the equipment and they owe me a refund. This cancelation request started the end of December 2021 and is still on going. Estimated $800 has been paid to Verizon Connect for services never rendered.

  Business Response

  Date: 09/16/2025

  Apologize for the delayed response currently working through a backlog.

  Based on our research we've found that we see that the account has been cancelled and currently reflects as ex-customer.

  Credit BA#************** approved and applied on 12/19/2023 cleared balance on account.

• Initial Complaint

  Date:08/24/2023

  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.

  Our company requested NON renewal of the gps tracking service we had with Verizon Connect on 10/04/2022. The contract stated you had to give months notice for non renewal. 10/04 email sent for non renewal - followup email sent on 11/11/2022 - no response on either. Followup sent again on 12/15/2022 with a reply from a manager stating Notified CSM and uploaded email onto your account. Account was set to renew April 1 2023. In March of 2022 - our credit card information was removed from "old" account as to not run incase of error. Our thoughts was the account was closed. August 2023 received an invoice stating past due for renewal. At which point phones calls emails etc made stating the account was NOT renewed. etc.As of today still no resolution just emails asking me to pay an early cancellation fee - which I have declined due to ample notice of non renewal and being told they are looking into this - -but might send us to collecitons. I have an email thread if that is needed for your records

  Business Response

  Date: 09/16/2025

  Apologize for the delayed response currently working through a backlog.

  Based on our research we've found that the account is cancelled and currently reflects as ex-customer.

  We see that credit BA#************** was processed on 04/16/2024 waiving the fees associated with the account leaving it with a 0 balance.

• Initial Complaint

  Date:08/23/2023

  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.

  I have tried calling the number you gave below on several occasions to reach anyone who could help on this account and have not had any success in getting any assistance. No response and/or no resolution in a 3 to 4 week period. (started around 27JUL23 and today is 22AUG23)When I call, the only thing that customer support can do is assign a case number and tell me someone will return the call to me in 24 to 48 hours. I was told that every single day that I called for 3 weeks. Of course, this was after the first time I called when they said my service would be restored in ***** hours which was supposed to be on 31JUL. They said my log-on name and password would be the same and if I could not log in to call in and let them know. At this point, I just need to know what do I need to do to get someone to return a call to me and to get the equipment scheduled for a removal from our vehicles. I was asking for re-activation but since I cannot seem to get that to happen, I believe a removal of the equipment is needed. Also, you mentioned an outstanding balance, can you tell me what that amount is and why? I should be able to view what the balance is and the reason for all charges. There is a dispute for charges and so far, no return call, email or response on that either. My experience has not been good from start to finish. I could list more but not enough space here to write it all. Here is what will fit: 1. When I started services, the salesperson told me that no matter how many devices I added to my fleet, that my service charges would not increase. He said I would pay the same amount ($66 per month). This proved to be false information. We were billed for each truck's device. (We paid $133 per month to have two devices on the system.) 2. When I started, the salesperson told me that I would get the 3 months free. No payment until after January. We started receiving bills in November before we had equipment installed.

  Business Response

  Date: 09/16/2025

  Apologize for the delayed response currently working through a backlog.

  Based on our research we've found that customer signed two contracts to add units.

  Oct 1st and another to add another unit on Oct 21s, 2020 (unit 27 + camera 27+ 10 logbook).

  Contract is now cancelled.

  Two months were given for free, and March was credited due to lack of free month BA#************* on 03/06/2021.

  Account currently reflects as cancelled and ex-customer.

  No further action needed.

• Initial Complaint

  Date:08/08/2023

  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 have been trying to cancel our service with this company since 7/20/23. I have talked to 4 different people, been given 2 different case numbers and also emailed information to them. I have been told multiple times that I would receive a call back and have yet to do so. On 7/20 I called and spoke with *** and was given case ID# ********. I Called again on 7/26 and spoke with **** and was told they would call me back. I called again on 8/2 and spoke with ****** and was given a new case id # ********. Also spoke with ****** who said we would owe $1350.00 to get out of our contract. I told him that I had a confirmation email stating we were not under a contract and were a month-to-month customer. He as for that documentation and I sent it to him. I emailed ****** on 8/3 asking for an update and I have never received a call back. I hope you can help us get this resolved ASAP.

  Business Response

  Date: 09/16/2025

  Apologize for the delayed response currently working through a backlog.

  Based on our research we've found that the account is cancelled and currently reflects as ex-customer.

  Credit BA#************** was submitted on 12/20/2023 that cleared any balance or fees associated with the account.

  Customer Answer

  Date: 09/16/2025

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/08/2023

  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.

  I have used Verizon connect for fleet tracking. Constantly attempting fixing tech issues. Equipment never worked as shown in the initial demo. I requested to cancel contract in May 2022, first person could not send me a correct invoice for my records, and wanted me to take her word(Dec 2022). I declined that as a small business owner. After that I could not get in touch with her at all. A few months later a customer service associate got everything straightened and written out throughout email. I paid my portion I owed, but they are still trying to say I owe them more on top of the agreed amount. I have exhausted all options of who to contact through the company. They were not able to provide services described originally, and now refuse to completely cancel my account.

  Business Response

  Date: 09/16/2025

  Apologize for the delayed response currently working through a backlog.

  Based on our research we've found that issue has been addressed.

  Account currently reflects as cancelled and ex-customer.

  Credit BA#************** processed in 2023 clears out balance and fees associated with account.

• Initial Complaint

  Date:08/07/2023

  Type:Billing 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.

  We have canceled our account and fulfilled our contract terms with Verizon Connect, but they continue to bill us. We have reached out to them time after time, but no one will remove our credit card from their system. We have pleaded with Verizon Connect customer service to help us, but they still continue to run our credit card. I would like Verizon Connect to stop running my card, and refund the amount billed since our contract was terminated.

  Business Response

  Date: 09/16/2025

  Apologize for the delayed response currently working through a backlog.

  Based on our research we've found that this account has been cancelled and currently reflects as ex-customer payment stopped in Jan/2024.

  Customer Answer

  Date: 09/24/2025

  Complaint: 20435531
  
  I am rejecting this response because: The business has still not satisfied my issues. They contacted me, and asked what would satisfy my complaint, and I told them that I would like them to refund me for the amount that was improperly billed. They did not respond to me after my request. I followed up with the representative via email, and they still did not respond. I am still not satisfied and would like my complaint to stay open. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/04/2023

  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 requested GPS services from Verizon Connect in September of 2022, the units were shipped out on 9/16/22 and after receiving the units I was told that I needed to cut wires in my vehicles in order to install them which I was not going to do because all my vehicles were brand new 2022 trucks. I contacted a customer service manager ******************* and he advised me that I would have to request cancellation via letter and emailed me the template. I returned the cancellation letter on 9/29/22 @ 9:29AM with acknowledgement of receipt from ****. On October 3rd I emailed **** again stating that I still had not heard from anyone on paperwork to return the equipment, he advised me to call the scheduling **** as they probably forgot. I then emailed **** again on October 7th letting him know that i had called teh number he gave me and spoken with 2 different people and was told that someone would call me back the following week, I let him know I did not want to be charged and he assured me that I would not be charged as the issue was not my fault. I then emailed him again on October 20th letting him know that I received a bill from Verizon and never got any response. I have been calling Verizon Connect customer service number since September of last year trying to resolve this and have not gotten anywhere, the only thing I am ever told is that they have opened a case and someone from another ****. will contact me within 24 to 48 hours which never happens as i am still waiting for these call backs almost 1 year later. My Verizon act is now in collection and I am not only being charged for services I never received but for the units that I returned to them. Here are the cases that were opened **Case Open Date: 09/29/2022 Subject: Account cancelation.**Case Open Date: 11/01/2022 Ticket Original Comment :**Case Open Date: 02/07/2023 Subject: needs to CANCEL account ASAP - has tried since Sep-2022 to cancel Subject: DISCONNECT **Case Open Date: 08/01/2023

• Initial Complaint

  Date:08/01/2023

  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 used this company for ELD. After receiving the device we never installed it due to using a different vehicle for work and it not working with that vehicle. I attempted to cancel our account and send the device back. I have tried for almost TWO years to get this company to cancel our account and stop billing us. They continued to bill us until I had my card that was on file changed. Then they continued to bill us. Charges were 40$ a month for two months then $1,174.66 the third month. I have called gotten confirmation numbers. Sent emails back and forth but never gotten anyone to finish the job. No one ever calls back or they stop sending emails. The customer service is horrible! I still can not get past getting a confirmation number that they are working on getting my account cancelled or corrected.

  Business Response

  Date: 09/16/2025

  Apologize for the delayed response currently working through a backlog.

  Based on our research we've found that the complaint has been addressed.

  The account is currently cancelled and reflects as ex-customer.