ComplaintsforVerizon Authorized Retailer - Cellular Sales

• Initial Complaint

  01/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We have our cell phone service with Verizon. We went into the store and asked if Verizon had a 5G WiFi tower in our area and were told yes by one of your salesman. We immediately switch from Xfinity to Verizon. We purchased a new security system for our home, that has camera's and motion sensors. I couldn't get the camera's or our motion sensors to work. Our security company told us the problem was with our WiFi. I called Verizon customer service for help. This is when we found out we didn't have 5G and never had. The WiFi we had was to low, for our security camera's and motion sensors to work. I was told how to check our WiFi, by the Verizon guy I was talking to on the phone. I have checked every day and we have never had 5G WiFi. Verizon Ticket # NRB000011462239. Since then our WIFI has gone out numerous times. My wife, was on chat with your customer service, WiFi went down. Had to called your customer service for help. This is when she was told Verizon did not have a 5G tower in our area! The salesman in your store, put an address in for our WiFi ,that we have not live at in over 10 years or more at Kelly Way St, in Rio Rancho, New Mexico. I was told that's why our WiFi drops and we didn't have 5G. Your salesman, when we switched to Verizon (in Verizon store) lied to us and hooked us to a tower that we will eventually be blocked from. The salesman in Verizon store, didn't tell us he was doing this when we were sitting in their store. Unfortunately he just wanted to make a sale. Isn't what he did illegal? We cannot and should not keep paying for 5G Wifi we have never had, We cannot have our WiFi continually dropping, we purchased a security system we cannot use with the WiFi we have. Again, we are paying for something we never had. We went into Verizon in good faith. We would like a refund on the money we have paid for 5G WIFI we never had. We would not switch, if we knew your salesman was lying to us and putting us in jeopardy. Verizon Acct: 873903784-00001

  

  Business response

  01/15/2024

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My sister and I went to Cellular Sales - Morrisville (NC) at the end of September 2023 to avail of their advertised promotion of upgrading/trading in any iPhone to iPhone 15. I asked the salesperson we dealt with, ***** ******** what the cost of trading in our iPhone 12's and he said that it would be very minimal - it would add about $4 more/month to our monthly bill of ~$150. Essentially, the trade-in value of the 2 iPhone 12's covers most of the cost of the 2 new iPhone 15's. Because of this deal, we proceeded with the trade-in. When our first bill after the trade-in came in October, it went up to $200/month! In other words, the trade-in did NOT happen! I thought maybe it needed another month for the trade-in and bill adjustment to happen, so I waited for the November bill. I was again auto-charged $200! I then called the store around early December to raise the issue and I was told that ***** no longer worked there. I explained my issue and they said that the manager, ***, would call me back. She NEVER did. I called at least ten times more for the next couple of weeks and I keep being told she will call me back. I finally decided to come into the store and spoke to ***** who then tried to fix the issue while we were there. He said he's going to make arrangements to ensure that we get refunded the overcharges for 3 months and ensure that the updated bill will be corrected starting this January. As we left the store, he called me and said that his manager said they'll just have to cut us a check for ~$850 or so to refund us on one iPhone 15 as somehow there was a problem in handling the billing with Verizon corporate. ***** said I would get a phone call from Verizon by Dec. 27th or 28th to get my info so they can mail the check to me. By Dec. 29th, still no phone call so I called *****. He said he'll take care of it and will email his director and me with the details. Still have NOT heard anything! I want my refund of $850 AND a bill adjustment.

  

  Business response

  01/15/2024

  Cellular Sales is actively working the concern to navigate a resolution.

  

  Business response

  01/23/2024

  Cellular Sales was able to reach out to the customer and provide a viable resolution. Cellular Sales considers this matter closed.

  Customer response

  01/24/2024

  
  Complaint: ********
  
  I am rejecting this response because I want to wait until I receive my next bill (Feb) that proves/shows that they have corrected my new monthly bill.  Until then, and until I confirm that the new monthly bill amount is correct, this case needs to remain open.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On September 28th, 2023 I went with my son to Cellular Sales 2415 West Mason Street, Green Bay, WI 54303-4710. We worked with ***** *********. My son and I were asking about the New Samsung S23 phone. We were told that my son could trade his Samsung Galaxy S21 Ultra 5G phone for the Samsung Galaxy S23 Ultra 5G phone. That the trade in amount would be $800.00. Then the salesman said I noticed that you are wearing a Samsung watch. My son said yes it's not that old. Salesman said well they have a really good promotion going on those. You can get the newest watch for free basically. So my son said tell me more. He said you get the watch for $395 then you get $349.99 credit on the watch. Plus you get a $180 trade in for your old watch. So my son said ok I'll do that. Then my son asked about his plan. He has the 5G Play More plan. Salesman said you can keep that plan with this promotion. So then we had to pay off the phone he had which was $240. Then we had to close his account that he had with Verizon. Then they moved his new devices phone and watch over to our account. We paid everything that was needing to be paid. Then we said your really busy, we can take the devices and get them set up if they are activated. So we took the boxes and paperwork. A few days later I went back there with my sons old phone and watch. ***** was not there. The salesman said I can put these into the safe and give them to ***** when he gets back. I said alright and gave them to him. The next week I called and left a message but no call back. The next week I called and spoke to *****. Was told that the devices were still in the safe and he would process them in a few days. Then on October 26th I talked to *** at Cellular Sales Corporate Office. He told me that he was going to put in for a $800 credit for the phone, $180 credit for the watch and $70 credit to our account for the activation fees because we were promised that. Still have not been given proper credit for the phone.

  

  Business response

  01/11/2024

  Cellular Sales is actively working the concern to navigate a resolution.

  

  Business response

  01/15/2024

  Cellular Sales does have an active case being researched on your behalf. We do appreciate your patience while we are attempting to navigate a resolution. An update will be provided to the customer once a resolution is determined.

  Customer response

  01/18/2024

  I am writing today to let you know that Verizon has resolved the issue with our trade in. They have corrected the errors on our account. This case if finally resolved and can be closed. 

  Thank You so much for everything.

  Stay warm and have a great day!

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

   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was deceived and scammed at this location while making a purchase. The sales person deceived me with charges for a disguised commission fee that in the bill appeared to be the Verizon Wireless $35 fee per line (which total $105 for three upgrades). When I realized what happened a week later, I contacted the store to speak to the sales representative. He was out of the store that day so I asked to speak to a supervisor. I was told no supervisor was available and that I could call Verizon Wireless directly. When I asked what the fee was for they indicated that was a device set up fee, which I never agreed to pay. In fact, two of the phones were not set up, and I was offered to have my information transferred with no statement or indication made that a fee would be charged. Had I known I would've done it myself since this is not the first time I have purchased a phone and know exactly what I need to do to get my information into the new phone. The person I spoke to at this location did not offer a resolution even when I was complaining about the fake charges and told me to contact Verizon Wireless customer service. Upon contacting Verizon Wireless they indicated retailers are scamming Verizon customers by adding hidden commission fees and unfortunately they get calls all the time complaining about this. The Verizon Wireless representative asked me for the store information and told me a report would be filed against the retailer that I did business with. I want the $105 credited back to my credit card due to deceiving charges added to my bill which made it look I was paying Verizon Wireless for upgrade fees.

  

  Business response

  01/03/2024

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business response

  01/05/2024

  The set up fees that the customer is disputing are standard Cellular Sales charges and are disclosed on the signed invoice from the point of sale. Any crediting of these fees would be given as a courtesy. It is required for security purposes that we verify the Verizon account to ensure we are speaking to an authorized party who can accept a credit on behalf of the the Verizon account.  At this time, Cellular Sales has done all we can to attempt to assist this customer. If the customer is refusing verification and assistance, there is nothing further that Cellular Sales can do and we consider this matter closed.

  Customer response

  01/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  A check can be sent since Cellular Sales has verified my information in store on 12/22/23. I am not providing a new address or name so further verification is not required. Cellular Sales has the account information already so processing a credit to my credit card or sending a check is possible. They are refusing to do so claiming it is for "security purposes" and using the excuse that I signed a document. The document I signed and what I was told was coincidentally matching the $35 Verizon Wireless upgrade fee. The bill states "set-up fee" and the Cellular Sales representative NEVER discussed these were fees I could decline (which is ILLEGAL). IN FACT, the salesperson and manager have been avoiding my calls for two weeks and I have asked for callbacks. If these were reputable charges, why ignore me? Also, why charge something for a set-up that was NEVER performed! My phone was "set-up" because the salesperson INSISTED to help me and NEVER told me I would have to pay $35 for it. Again, all this is fraudulent practices to trick customers. If they were not I would have already received a call from the store but I have not and the corporate office would take responsibility their employees' actions. Of course they are not, is is easier to ignore and blame the customer. This matter is FAR from closed.

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

• Initial Complaint

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went to verizon in october 2023 and my father in law paid off my phone and my sister in laws phone based off the persuasion of a new employee. I had a device promotion payment plan ans did my sister in law and the employee failed to notify us that paying off the phones would charge us full price and nullify our contracts. When we realized the mistake and that my father in law over paid we went back to verizon cellular sales on pulaski highway where we were guaranteed a refund. after speaking with the manager and employee who made the mistake multiple times, they failed to get the refund. we also went to the verzion on honeygo blvd and they also failed to get the refund. my sister in law had a refund to the account. but my father in law had to call his credit card company and got his money back for my account. however verizon then charged my account the same amount that he got refunded. i have multiple messages saying im guaranteed a credit to my account and that this was a mistake but i have yet to revive the money.

  

  Business response

  12/27/2023

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business response

  12/29/2023

  Cellular Sales has reached out to the customer to discuss their concern. The customer has advised their concern has been resolved through Verizon and they are not currently seeking further assistance from Cellular Sales. If the customer does have any further concerns they can reach out to us 877-851-0649. Cellular Sales considers this matter closed.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called over a month ago because of a deal they had going on and was told I would be talking to a supervisor on two seperate occasions. no one ever called me back now it's getting closer to the holidays and what IU was getting for my son still isnt here..... I also have a complaint about how they are adding phantom charges to my account. I have auto pay on and now to even go anywherre on my account it says I have a 35 dollar charge I need to pay.... this is becoming increasingly difficult to deal with their lack of customer service and their lack of training their agents.

  

  Business response

  12/26/2023

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. 

  

  Business response

  01/01/2024

  Cellular Sales is happy to assist with the customer's concern, however we do need to verify the account and further discuss the specifics of the concern. The customer can contact us during business hours at 877-851-0649, our hours of operation are Monday through Friday 8:00 a.m. to 8:00 p.m., Saturday 8:00 a.m. to 6:00 p.m., and we are closed on Sunday.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/20/2023, I traded in two iPhone 12 Pro phones to upgrade to two iPhone 15 Pro Phones. The representative was ***** ***** and he indicated he'd save me money on my monthly bill while providing the two new iPhones and new iPad. He also said he'd throw in a free phone case (I purchased two new cases and screen protectors) and provide quick chargers. After spending about 1.5 hours transferring data from our old phones and wiping them clean, only then did he inform me that I had to pay the taxes on the new phones, $40/setup fee for each device (3) and that I had to pay for the quick chargers ($29.99 each) when he gave me a bill for $627.77. I could have walked away at that point and spend another 1.5 hours having data transferred back to my old phones. I didn't do that, but it was not transparent in how he dealt with me. In addition, he verbally quoted me a new monthly bill of $250.45 versus the $233/month I was currently paying. It was then that he told me Verizon would charge me an upgrade fee of $35/device (3), but I could call their customer service and they would wave the charges (false). He also wrote $250.45/month plus taxes as my future bill. I balked and said that he had indicated I would only be paying $250.45/month. He said that just covers him, but my bill wouldn't be higher than $250.45/month after the upgrade fees are paid. In addition, I can return the devices within 30 days if I'm not happy. However, when I called Cellular Sales customer service on 12/21/23, Jeff was polite but informed me that he can't adjust my bill, only Verizon can do that, and that while I can return the devices, they don't have a way to return the devices traded in for the upgrade. My new monthly bill will be $267.59/month. In summary, ***** ****** wasn't transparent on up front charges, wouldn't return phone calls or texts, and his event manager's (******* ******* voice mail is full. I'm locked into paying $17.14/month more than promised for 36 months.

  

  Business response

  12/26/2023

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business response

  01/12/2024

  Cellular Sales Upper Management has reviewed this concern and is unable to assist with any credits. The customer has been provided the final resolution and Cellular Sales considers this matter closed.

  Customer response

  01/13/2024

  
  Complaint: ********
  
  I am rejecting this response because Cellular Sales has declined to accept any responsibility for the unprofessional and unethical behavior of their sales representative.  However, I am not surprised.  A fish rots from the head and I suspect that the overall behavior of the representative is in alignment with the values and practices of upper management at Cellular Sales.  In summary, I was verbally quoted one monthly price, but actual prices from Verizon were higher than the verbal quote from Cellular Sales which was different from the written document provided at the end of the transaction.  I asked to be reimbursed for the difference in the verbal quote and actual monthly price from Verizon during the length of the 36 month contract.  Cellular Sales declined to provide this payment and suggested I drop services from Verizon to lower my monthly bill.  In addition, I asked Cellular Sales to change its business practices to quote all up front costs to consumers before any data is transferred from old to new phones because its setup fee per device was not disclosed nor was the the Verizon new device fee disclosed so my out the door charge and next month charge (from Verizon) was much higher than anticipated,  and I had already spent 1.5 hours at the kiosk while the sales representative transferred data from my old to new phone before I received the notice of charges and the bill.  Regarding doing business with Cellular Sales, caveat emptor, "let the buyer beware".  The business practices of Cellular Sales are legal; however, its business practices fail tests for transparency and professionalism.  In addition, Cellar Sales works the BBB process very hard to attempt to minimize negative consumer experiences from appearing on the BBB site.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  12/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to the state fair with my disabled parents. These folks had a kiosk setup with a Verizon sign and represented themselves as representing Verizon. The salesperson told me that he could give me two new phones for the price of the tax. I agreed and he set up the phone without giving me any paperwork. I didn't notice the extra charges on my bill a couple of months later. I was being charged $500 for the phones plus I had been signed onto a new phone contract without my signature. I contacted Verizon about this and had an extensive back and forth which ended in nothing. I ended up having to pay for the phones or drop my service. I had no idea till today that the people who sold me the phone weren't even from Verizon. I was given a phone number for Verizon **** and that was about it. Verizon never let me know that I was sold a phone by a third party. The phones I received we're from 2021. The seller said they were new phones. They were not. I was given the Moto G power phones from 2021.

  

  Business response

  12/21/2023

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  Customer response

  12/21/2023

  Hi, the phone number for "Verizon ****", who was the sales person for this, is ************.  Not sure if he still works there, but, he's the one who told me that new phones would be the cost of the taxes and that's it. The phones were from 2021. He provided me with now explanations or paperwork.

  Thanks,

  *******

  

  Business response

  01/03/2024

  Cellular Sales has reached out to the customer to discuss the concern. Due to signed documentation the customer was offered an alternative resolution to the concern. Cellular Sales considers this matter closed. 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went into capital Boulevard cellular sales authorized Verizon dealer and I was there to get an iPhone 15 Pro Max in which the sales rep had recommended an iPhone 14 because it was only $100 although I had the $328 that I needed to buy the iPhone 15 Pro Max, but he said that to just try out the 14 for a week if I didn’t like it to bring it back in and they would exchange it and let me pay the remaining balance for the iPhone 15 Pro Max I asked them is it gonna be a long drawn out process or is it gonna be easy the guy told me that it would be easy so I told him are you sure because I don’t wanna have to come back and deal with a bunch of crap if it’s not what you’re saying it is and he said no you just come in and replace it. I came in one week later ask them to replace it. They told me that they have a 30 day customer satisfaction, guarantee and if I didn’t like the phone then I can return it and get what I do want so I did that and they wouldn’t honor it and told me that I must pay $578 to get the new iPhone 15 Pro Max after being told that I would only have to pay $268 more so I left and I contacted their customer service. The lady said know that that’s not how it should work and that I wouldn’t have to spend all that money. All I needed to do was go return the phone. I tried to do that a second time, and they gave me another number of $590 so I left I wrote a complaint and then went back again and they after being told that it wouldn’t cost that much that it would cost me 300 and something dollars so I went back a third time and they’re saying that I would now have to pay $700 in order to get it after lying to me on three separate occasions, telling me three different numbers, and every time that I came in with the amount that they told me to Have Then and they upped the amount and told me that I couldn’t do it. They did not honor their 30 day customer satisfaction, guarantee and they will not acknowledge that this issue was three weeks before the 30 days

  

  Business response

  12/21/2023

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business response

  12/28/2023

  Cellular Sales is happy to assist with the customer's concern, however we do need to verify the account and further discuss the specifics of the concern. The customer can contact us during business hours at 877-851-0649, our hours of operation are Monday through Friday 8:00 a.m. to 8:00 p.m., Saturday 8:00 a.m. to 6:00 p.m., and we are closed on Sunday.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I visited a Verizon booth at the NYS Fair. The agent told me he could save us money on our plans and get us all upgraded devices for free. I was set up with 3 new android devices and 1 iphone, and changed a few of the lines to their new calling plan. I was told only the iphone required a device trade in. I had to ok his access to my verizon account through the verizon website....my first complaint is that this business never clarified they they were not Verizon but a "Verizon authorized retailer". Had I known this I would not have spoken with them at all. When I contacted verizon to find out why I was being charged for the free devices on my first months bill they told me i had to wait 3 billing cycles for the changes to show correctly. When i called back after the 3 months verizon told me their notes showed I was supposed to trade in devices and that they couldn't really do anything I had to contact "Cellular Sales" for help. When i contacted them they told me 1. that i had signed a payment contract for the phones. There's no way I would have signed a payment contract. and when i asked them to provide me with a copy of the payment contract they actually gave me a packet that was unsigned with an attached page with my signature. I know i did not sign anything stating i would be paying 600 each for 3 phones that are only worth $150 each. I had no interest in paying for any phone and would have just kept the ones we had. They lied to me at the booth, and then they are backing it up with falsified paper work. 2. When i told them that i would then return all of the not-so-free devices they told me that i had passed the 30 day window that they accepted returns. But since i had to wait 3 months for billing changes....of course i missed the 30 days. Again. I'm very disappointed that this business is allowed to operate under the disguise of verizon, because cellular sales has 0 customer service and verizon is better than that.

  

  Business response

  12/21/2023

  Cellular Sales has received the concern. Cellular Sales Upper Management has reviewed this concern and the customer has been provided with a final resolution. Cellular Sales considers this matter closed.

  

  Business response

  12/26/2023

  Cellular Sales Upper Management has reviewed this concern and is unable to assist with any credits due to signed documentation agreeing to the terms and conditions. The customer has been provided the final resolution and Cellular Sales considers this matter closed.

  Customer response

  12/30/2023

  The signed documentation they claim to have provided is fake.   They copied my signature from a tablet when allowing them to change my cell plans and applied to to other documents including these supposed signed payment agreements.  Had I been presented with payment agreements I would have never signed them.

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