Complaints

This profile includes complaints for Verizon Authorized Retailer - Cellular Sales's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Verizon Authorized Retailer - Cellular Sales

  9040 Executive Park Dr Knoxville, TN 37923-4607

  
• 

  Verizon Authorized Retailer - Cellular Sales

  1380 W Orange Blossom Trl Apopka, FL 32712-2600

• 

  Verizon Authorized Retailer - Cellular Sales

  238 S US Highway 41 Spc 16 Inverness, FL 34450-4997

• 

  Verizon Authorized Retailer - Cellular Sales

  1070 State Road 436 Casselberry, FL 32707-5740

• 

  Cellular Sales

  2517 Santa Barbara Blvd Units 10 & 11 Cape Coral, FL 33914

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:12/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sales personnel at this location made me go through a harrowing and humiliating. I have filed a complaint with 12/19/22 - C# 00694360.
  On 12/04 (Sun), I went with my brother to get a new phone working on a line. After inserting a putting new SIM and the sales agent was not able to get it working. He charged me $10 for the SIM with a discount of $10. He told me to contact VZN cust supp the next day. Cust supp got phone working, although intermittently. Supp told me this is a SIM issue and that I get a new SIM.
  I went to the store last Sun to get a new SIM. I mentioned the reason why I was there; his immediate response was I have to pay $20 for a replacement card. I was taken aback at the curt response, not asking me take a seat, and enquire about my issue etc. I told him that I had paid for the SIM card just a week before. He insisted that I pay $20. I asked him to verify this policy - If they sold me a bad SIM card, it is natural for me to expect not to pay for a new SIM card. He was joined by another salesperson, who rudely told me that it was their policy. I offered them an alternative - first to trouble shoot and see what the issue was, By this time, the sales manager joined the conversation and basically it was three people bearing down on me as to why I should be paying the $20 again for a bad SIM card sold to me a week ago - company policy. Please see complaint for more details about the aggressive behavior of the sales lead, MR. D - the humiliation I was put through. They sent me away, saying my phone was bad and I needed a new phone.
  Post C# 00694360 update - I went yesterday to the comp. store - Perimeter, Atlanta. I was in and out in 10 mins with the phone working, a new sim card, $0 cost. Nothing wrong with the phone, basically a bad SIM. This appears to be sales commission issue & when they realized it was futile, they sent me away! VV IMPORTANT - I am not complaining to get my $10 back.
  Please don't ever go to this store ever - Cumming, GA
  

  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/22) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  Date:12/14/2022

  Type:Customer Service 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.

  Extremely misleading account of new phone service contract. Have salesperson's handwritten form but after the fact it is completely different. Tried to reach out in person, phone and text and salesperson will not communicate regarding my concerns. Also did not receive Beats ear buds which were promised. A new salesperson sat in on the entire transaction and witnessed all of this.
  

  

  Business Response

  Date: 01/08/2023

  Business Response /* (1000, 5, 2022/12/14) */
  Cellular Sales is actively working the concern to navigate a resolution.

• Initial Complaint

  Date:12/13/2022

  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.

  Started my new Verizon Contract on Sept 17, 2022.
  It's been 4 months and the problem is not solved.
  The agreement was $1000 off with my trade in of IPHONE 12 Plus pro for the new Iphone 14 pro Plus.
  
  Agreement was $70 a month with 25Gig / hotspot with auto pay. And $10 off senior discount.
  
  My phone bill supposed to be $60/month plus tax/fees.
  RIght now it's over $90/month.
  
  They would not allow me to pay off my remaining cell phone cost ($1410-$1000) or $410.
  For some strange reason, they would not allow me to pay of the $410 I owe them to minimum monthly plan bill.
  
  It's unbelievable I have to do this one more time with Verizon.
  BBB helped my out a lot last time with ATT for the whole family.
  
  I Truly appreciate BBB help.
  
  SIncerely
  
  

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/13) */
  Cellular Sales is actively working the concern to navigate a resolution.
  
  
  Consumer Response /* (3000, 7, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Problem has been so long already. I was promised within 2 payment cycles, it's been 4 payments already. The contract in Verizon Web site is completely makeup and falsely state that I did not have $1000 credit. Unbelievable run around. The main office asked me for the original application they only give me $500 instead of $1000.
  
  
  Business Response /* (4000, 9, 2022/12/19) */
  Cellular Sales has reached out to the customer to discuss the concern. Due to signed documentation agreeing to the terms and conditions, the customer was offered an alternative resolution to the concern. Cellular Sales considers this matter closed.

• Initial Complaint

  Date:12/09/2022

  Type:Sales and Advertising 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 contacted Verizon to switch services, because we needed cell service further than what we were currently getting. All of this was done online w/a cust. Rep. I was guaranteed a straight across trade from our 4 - iPhone 10XR's to 4 - iPhone 13's, and our 2 - iPhone 12pro's to 2 - iPhone 13pro's plus an addt'l $200 per phone for a total of $400.
  After the $400 was paid the balance would be $0 and done. We were to $50 per line, but it would be $40 per line because we were going to autopay every month. I was told by this person there were no extra taxes or fees just like T-Mobile so our bill would be $240 a month.
  After going over this several times and being assured and guaranteed this was the promotion along with a $200 rebate per phone for $1200 worth of rebate money once we were all switched over.
  It took a week to get the phones, we had no correspondence, when we did get the phones there was no return tag to send our old phones back to Verizon. It took the next 2 weeks to get our phones switched over, plus we were given an addt'l phone number that wasn't ours and my sons phone number was removed. Insurance for all of the phones and household items was put on my account for an addt'l $75/mo. I found that out by accident, I told the serv. Rep at the store what our bill was supposed to be and she got the insurance for ALL 6 phones to $25/mo., so our monthly bill was to be $285 per month. I then asked about the $200/per phone rebate, that caused a whole new problem. I also asked about returning my old phones. I was told I could return my phones at the store and they would send them back, so that is what I did. I was supposed to get a call back on a certain Monday, which I did not. I did, all of a sudden get a $1400 credit on my bill on June 21st and a statement on my account stating this was a resolved issue. My Bill is almost $500 a month. They are charging me for phones. I want what I was promised. Nothing more, nothing less.
  

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/09) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
  
  
  Consumer Response /* (3000, 7, 2022/12/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Every time I have discussed my account and EVERY PROBLEM since the beginning Verizon has done everything they can to mislead and draw attention away from what was promised in my online order. I have requested for this order to be pulled up, as this would lead to a full disclosure as to what was said and promised, however this has not been done.
  My cell phone bill w/T-Mobile was $265/mo. We had 6 phones, insurance, and ALL 6 phones were 100% paid for. We needed coverage over a larger area that T-Mobile did not cover at that time, so we decided to switch to Verizon as they covered that area and the deal that they had offered me met our needs almost the same monetarily. We would spend $400 to get the 2 phones, and then by the time the insurance botchery got figured out, our monthly bill was to be $285. $50/per line - $40/ per line after auto pay
  For 6 lines $$240 plus $25 for insurance on ALL 6 phone lines for a total of $ $285/mo no fees or taxes.
  I specifically asked about the extra fees and taxes, as that is such a great thing with T-Mobile, and the online rep said, just like T-Mobile, there are no extra fees or taxes.
  Our phones were completely paid off, I would have NEVER agreed to buying new phones that would have put us into debt or would have made our monthly phone bill anything other than what was promised - $285/month. I only agreed to pay the extra $200 per the 2 iPhone 13pro's, that we got in exchange for our fully paid for iPhone 12pro phones, for a total of $400. This has been paid.
  I also have an outstanding balance on a Verizon Card that I was mislead into getting so that my cell phone balance was ALWAYS PAID on time with extra fees on it. Now, I have marks on my credit report as well.
  I want Verizon to pay that off as well, that balance is 100% incorrect and NEVER should have been on that card. It has since been cancelled.
  I want my bill corrected right back to the beginning.
  Straight across trade for the phones as promised.
  $400 should be owed and already paid for the 13 pro phones.
  There was no start up fees.
  $285/mo
  $200/rebate per phone = $1200
  $0 balance on Verizon/Synchrony Card
  I want an apology letter from Verizon on how I have been treated since April.
  I want a letter detailing exactly how we are going to be billed and why, just like how I have it above.
  
  
  Business Response /* (4000, 9, 2022/12/13) */
  Cellular Sales has reached out to the customer to discuss their concern and have not been successful in reaching them. In order to assist, we need to speak with them on the phone and verify the account for security purposes. If the customer would still like assistance, they may call us if they wish to discuss further at 877-851-0649, and we will attempt to navigate a resolution.
  
  
  Consumer Response /* (4200, 11, 2022/12/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Verizon tried to call me when I was at work. Then they left me an e-mail, wanting to verify where that I got my order from Verizon. Hence, one the the reasons I am filing this claim. They are like dealing with used car salesmen. I am about to lose my service because I cannot afford the outrageous charges that I was never supposed to be charged.
  Why would I go from a phone service where I paid $240/mo with all 6 of my phones completely paid for and great customer service to a phone service where I would buy and have to pay monthly for 6 new phones, a higher monthly plan, less perks in the plan, added taxes and fees, poor customer service and more than double than what I was paying for my old plan? I WOULD NOT! WE CANNOT AFFORD IT!
  I will not speak to them. They have ALL of my communications with them logged on their computer. They were meticulous about typing it all in. Everything was a disaster and then when they couldn't figure things out, they started backtracking to make it look like it was all wrong after they started getting it corrected in the first place. If they aren't going to fix this, then I want the phones free and clear, like they are supposed to be, my phone service paid through the month of December, the Verizon Card/Synchrony charges reversed and my credit corrected, so that I may change phone carriers as of January 1, 2023.
  This is their email to me.
  
  Good Afternoon ,
  
  I hope you're doing well today. My name is and I work with the Cellular Sales Customer Service team. We are an authorized retailer for Verizon.
  
  I'm writing regarding a submission that we received from the BBB about your recent purchase and experience at a Cellular Sales store.
  
  We need to verbally speak with you so that we can assist and verify that the sale was completed at a Cellular Sales store.
  
  If you would still like assistance with your concern, please contact us at (877) 851-0649 and refer to case #00687050.
  
  Our Hours of Operation are as follows:
  Monday - Friday: 8 AM to 8 PM EST
  Saturday: 8 AM to 6 PM EST
  
  Thank you for being a part of Cellular Sales, we look forward to speaking with you!
  
  
  Respectfully,
  
  
  
  
  
  This email/ phone call is an insult to me as I have been dealing with this company since April 28, 2022. I feel completely insignificant as a customer and while I was in their store I they treated me as if I was ignorant, a nuisance to deal with although I remained polite the entire time I was there, EVERY TIME I was there, I actually had a customer representative walk away from me while I was talking and say, " I'm going to help this lady for a bit, k", the disrespect I was shown was unbelievable, when all I was asking for was help with my account.

• Initial Complaint

  Date:12/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into this location where I was told if I switched they'd paid off what I owed on my cell phones and pay to get me out my contract up to 1,000 per line.
  They told me no need to turn in my old phones so I figure that was a great deal and switched.
  They gave me a website along with a code which I believe was SWITCH20
  I had 90 days to redeem. I got the final bill and submitted into the website and waited. It was denied. I immediately called customer service to ask why and they told me that the store entered the promotion into the system wrong and I would need to have them fix it.
  I went into the location to have them fix the promotion in their computers and got story after story why they couldn't. They even showed me a $14 credit to my bill each month and told me that was the promotion. Which would take a total of 214 months to recover $3,000 on a 36 month contract?!?
  ALL LIES....... I spoke to the store manager, he told he he'd handle it and call me back by Friday. I never received a return call so I called him the following week and his reply was "Oh was supposed to call you" you were supposed to return the phones for the credit it's too late." Which I would have done without a problem and still have the phones today. I told him no, that was not the agreement and they cannot have me leave such a high bill with ATT & T. I would have never left my previous carrier. He told he he'd make some calls and call me back. Again waited and he never called.
  I called him back where he had the nerve to tell me that he did call me back and there's nothing they can do I am out of thr promotion time frame.
  I did everything I needed to within the time frame. They were the ones who entered the promotion wrong and now I'm left with an outrageous bill..
  Both (Store Manager) and (District Manager) keep giving me the runaround costing me hours of time, broken promises. Each telling me the other was supposed to contact me and NOTHING! 9 months now
  

  

  Business Response

  Date: 01/08/2023

  Business Response /* (1000, 5, 2022/12/05) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
  
  
  Business Response /* (1000, 12, 2022/12/12) */
  Cellular Sales has attempted to contact this customer regarding this issue; however, we were unable to reach the customer. The customer may contact us if they have questions at 877-851-0649.

• Initial Complaint

  Date:11/27/2022

  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 signed up to get Verizon services on November 3rd We traded in our old phones And signed an agreement that if we were not satisfied in 30 days of the date we signed up then we can bring the devices and cancel out the account We got all devices fully insured through them One of the devices had slipped and cracked we tried to do a claim on that to get a new device and was not successful. Every sense we signed up with Verizon we have had nothing but issues one right after another with in a very short period of time we were not happy we tried to take our devices back to the store were told that They were not going to honor the agreement that they would not take back any of the devices and that we were basically screwed, we continued Verizon and they said that they had to honor the agreement and that we need to go through that storewere the perch was made. We are still with in the 30day marke and we had to go throw a different provider but we still have the devices and no one will take them back and close the account. Another thing was When we signed up we were told that our first bill would be high but not over 300, we found out that they were going to charge us over 500. We have been lied to all the way. The office in Klamath had broken the agreement and has falsified information to us and will not work with us so now I well be attacked over this on my credit. We need help.
  

  

  Business Response

  Date: 01/08/2023

  Business Response /* (1000, 5, 2022/11/28) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
  
  
  Consumer Response /* (3000, 7, 2022/12/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I spoke with someone who was supposed to get back to me and guaranteed that there was going to be no charges and that they were going to clear every thing up and help us return the devices, but now they are still trying to charge me and for a lot more then the enishal charge and we still have the devices they have not allowed us to give them back so we are still in the same situation as before... No one is trying to help resolve this problem. I have the contract and they have went agenst there own contract. If some one could call me back to help please do thankyou...
  
  
  Business Response /* (4000, 9, 2022/12/08) */
  Cellular Sales was able to reach out to the customer and provide a final resolution. Cellular Sales considers this matter closed.
  
  
  Consumer Response /* (4200, 11, 2022/12/12) */ the rep had called me trying to say that they could not take the devices back even though there is a payed pertection plan when I brot up my contract with her she said that they were going to charge me more money for a restocking Fee and to ship labels out to send the devices back then tried to read a contract over the phone that go's against the contract that I signed and still have in my possession. When we asked to speak to her boss she refused to alow us to speak to them or even give us there name. The problem is not being resolved and at this point I would like my money back that I payed the day of signing up with the company and payment for ower old phones that is still in there possession for the resolution of this matter we are now going to request not only for the devices to be returned, the account to be cleared and canceled and for this not to hit my credit report.
  
  
  Business Response /* (4000, 13, 2022/12/13) */
  At this time, Cellular Sales Upper Management has reviewed this customer's request and provided a final resolution. The customer was advised that they would be allowed to return the devices outside of the return period, however, they would be charged a restocking fee because a device they are returning is damaged. This is a standard fee that is assessed with every return in case of any physical damage to the device and is listed on their signed invoice. This resolution is time sensitive. If the customer would like assistance, they need to make arrangements to return the devices to one of our Cellular Sales locations as soon as possible. As this resolution has been provided to the customer and declined, Cellular Sales considers this matter closed. If the customer would like further assistance, they can feel free to reach out to us at 877-851-0649.

• Initial Complaint

  Date:11/21/2022

  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.

  My family's business has long been Verizon mobile customers and we decided to renew our contract and get new phones. In May 2022, we visited Richardson, TX 75080 location. He said he could easily beat TMobile's offer with Verizon Business, so we decided to go with him. The transition to Verizon Business was far from easy, but we proceeded. Included in this was the promise of Disney +, which turns out had been canceled as a promo months before and no longer offered to new Verizon Business customers. I was disappointed at this mistake, but let that go.
  
  The biggest discrepancy is promised we'd get $800 trade-in credits for each of our phones, including for my husband's Samsung A51 to a Samsung S22+. I asked several times if this was good, and he assured me it was.
  
  I finally got our first bill in late June and noticed all the other phones got the $800 trade-in credit, but my husband's phone only got $400. I asked and was told the credit should be forthcoming, but by Aug, it still hadn't come. I decided to start tracking the dates more closely after this:
  
  8/26: Texted for an update.
  8/30: Texted for an update.
  9/1: Called . He said he was in a meeting and to text him. I did.
  9/7: Texted . He said he'd call me later.
  9/13: Called and he answered! He said he's going to get his manager (unsure of title) to look at it again and to get the additional $400 credit.
  9/20: Texted .
  9/23: Called , no answer.
  9/26: I believe I called and he said he called last week and will try to call him again today.
  9/30: Texted . He said he'd get back to me.
  10/7: Texted , no answer.
  10/17: Called , left a vm. Also texted him.
  
  After that I stopped as life got busy. It is now Nov and I want this resolved. It's crazy it's been 6 months! At this point, I just want the $400 additional trade-in credit I was promised in May, perhaps as a bill adjustment to the next month. Please help!
  

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/11/21) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
  
  
  Consumer Response /* (3000, 7, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They say they're still working on it, which is great. But the matter is not resolved yet, and you needed a response by today. So as of today, since it's not resolved yet, I have to put No. But I know they're working on it, so hopefully I'll hear back soon!

• Initial Complaint

  Date:11/18/2022

  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.

  November 7th, 2022:
  12 pm: I entered the Cellular Sales store to ask about downgrading my services and phone. The sales rep told me upgrading would be cheaper because of the trade in with my old phone. The rep said that with the $800 credit from the trade in, the phone would cost me $150. I also wanted to downgrade from my premium plan to the unlimited plan, a $40 difference in price. The rep told me I would have to keep the premium plan until the phone was paid off. At the time I thought she meant the $150. The rep told me I could return the device if I was wanted within 30 days.
  3 pm: I read the terms of the deal and discover that I was locked into the premium plan for 36 months whether I paid the phone off or not. These $40 p/m extra charges for the $800 credit amount to a total of $1440. I decided to return the phone at my next chance.
  6:45 pm: I returned to the store. The rep who sold it to me was gone, so I spoke to a different rep. I told him I wanted to return the phone and get my old phone back. He explained that I could return the phone, but could not get my old phone or one of lesser value back. I told him the rep had not explained that, nor did she explain the 36 month commitment. The rep kept redirecting my complaints to short term savings. It was clear he would not help.
  November 10: I submitted my complaint to Cellular Sales customer service.
  November 17: Cellular Sales decides not to let me return the device and be compensated for the trade in.
  In Sumarry: The sales rep talked me in to buying the exact opposite of what I asked for. She failed to explain the commitment, return policy, and true cost of the product. I believe this deal is fraudulent and needs to be voided. I am still in possession of the phone and am willing to return it, but not without being compensated with at least another phone reasonably close in value to my trade in. I have given Cellular Sales two chances to fix this themselves. They have refused.
  

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/11/18) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
  
  
  Consumer Response /* (3000, 7, 2022/11/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A Verizon rep offered an acceptable solution. Said it needed higher up approval. Approval has not been received or communicated to me.
  
  
  Business Response /* (4000, 9, 2022/11/28) */
  Cellular Sales continues to work on the concern. An update will be provided to the customer within the originally provided time frame.
  
  
  Consumer Response /* (3000, 16, 2022/12/06) */
  The company came back without approving the resolution. The company refuses to credit me for the $800 phone traded in under fraudulent circumstances.
  
  
  Business Response /* (4000, 18, 2022/12/07) */
  Cellular Sales Upper Management has reviewed this concern and is unable to assist due to signed documentation. This is the final resolution and Cellular Sales considers this matter closed.

• Initial Complaint

  Date:11/09/2022

  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 traded old phone for new 12/2021 and was supposed to pay $100 and recently found that I'm being charged full price because store can't find old phone. They've denied my claim as they said it's been over 6 months. My husband pays bills and I didn't notice until September and when I called Verizon they told me Cellular Sales had to correct problem. I shouldn't have to pay full price because they lost my traded in phone
  My case # with Cellular Sales is XXXXXXXX

  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/10) */
  Cellular Sales has previously reviewed this customer's concern and provided a resolution. We will reach out to the customer to review the resolution with them.
  
  
  Consumer Response /* (2000, 7, 2022/11/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Executive office has agreed to credit my account for full refund

• Initial Complaint

  Date:11/08/2022

  Type:Customer Service 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.

  Original date of purchase and promotional offer: 07/21/2022. Promotion, (as it was explained in store), Upgrade Any phone for a $800.00 credit toward the purchase of that phone.Issue: This claim is in regard to (3) new phones purchased (with Trade-Ins) on that date under the same Family account. As stated above, the sale of the phone upgrades was presented as the Full $800 toward any phone we selected. Each phone was presented by the store to be the difference between purchase price and the $800 credit applied to that purchase. The remaining sum (if any) would be billed across 36 months.What happened was the discount did not get applied as stated and a fraction of the credit was applied to the purchase price, thus causing a large increase in monthly payments in these (3) phone lines of the bill.Verizon is now claiming that the promotion was not as presented, but rather a variable credit amount based on your account 'premiere' status and the phone you turned in. That is NOT what all three of the customers in question heard or understood at that time. The following is what we believe the billing statements should reflect:Dispute X - (XXX) XXX-XXXX: $999.XX-XXX=$199.99 over 36 months or $5.55/monthDispute X - (XXX) XXX-XXXX: $809.XX-XXX=$9.99 over 36 months or $0.28/monthDispute X - (XXX) XXX-XXXX: $950.XX-XXX=$150.00 over 36 months or $4.17/monthThe following is what Verizon has been billing since the first cycle of payments after applying 'credit' of the phone exchange:Dispute X - (XXX) XXX-XXXX: $999.XX-XXX.40=$778.59 over 36 months or $21.63/monthDispute X - (XXX) XXX-XXXX: $809.XX-XXX.32=$589.67 over 36 months or $16.38/monthDispute X - (XXX) XXX-XXXX: $950.XX-XXX.92=$510.08 over 36 months or $14.17/monthBy our calculations, Verizon is charging us additional fees of $1,878.34 that was not clearly explained or given proper acknowledge to prior to contracting the sale. Furthermore, I have spent 3 months addressing the discrepancy with zero corrections.

  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/11/08) */
  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.