Business Profile

Mobile Phone Service

Verizon Authorized Retailer - Cellular Sales

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Cellular Sales is headquartered in Knoxville,TN. The company maintains locations throughout the United States but all complaints are processed by this BBB. Accordingly, this customer experience record includes complaints from all of its locations.

Complaints

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

Customer Complaints Summary

317 total complaints in the last 3 years.
96 complaints closed in the last 12 months.

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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:10/17/2024
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.
In November of 2022 I went to the Verizon Authorized sales office on Adams St. in Rome NY. I worked with a representative named ***** *********.

When I purchased my phone, he explained to me that if I upgraded my plan, I’d get a $800 credit applied to my line. So of course I upgraded the plan.

I found out recently that the credit was never applied so I called customer service to have it applied. They told me everything was all set and I’d see it reflected on this coming billing cycle.

My bill just came out and it’s $402 more than it usually is. I contacted customer service yet again and they explained that when I purchased my phone, and organic credit of $389 was applied for my trade in, instead of the $800 credit I was promised for upgrading my plan. So they went in and charge backed me $389 plus tax (totaling in $402) for this organic credit that I never agreed to.

A family member who works at Verizon explained to me that they get more commission on the organic trade in vs. the $800 promotional credit.

When I spoke to customer service to have the $800 credit applied, not one of the three people I spoke to told me this would happen. When I called back yesterday they refused to let me speak to a supervisor stating they’d created a ticket for me and a supervisor would reach out by Monday. The bill comes out a week from then.

This is a scam on so many levels. I never asked for the organic credit nor did they explain anything about a chargeback to me. Now they’re telling me not to worry because my bill will be cut in half next pay period?

Bottom line is I was scammed by ***** ********* in November of 2022 when I bought the phone, and now Verizon is charging me for something I never received nor was ever made aware of.

***** ********* now is a manager at the Onieda NY location and I fear he’s doing this to other customers as well. I feel as though I deserve reimbursement just based off the fact that he lied when he sold me the phone.
Business Response
Date: 10/17/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 10/17/2024
Cellular Sales was able to reach out to the customer to provide a final resolution. At this time Cellular Sales considers this matter closed.
Initial Complaint
Date:10/03/2024
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.
Went in about my iPhone 13 Pro ca man era not an apple part Apple support sent me to geek squad in Asheville airport for an analysis of my iPhone 13 Pro, they concluded that it looked like a refurbished iPhone and not a brand new iPhone, and other words I had financed and bought a refurbished phone that I thought was a new phone. I had paid the phone off all but two payments so when I went in and talked to the same guy that sold me the phone he did not explain why I was getting messages on my phone saying it was not an Apple part he would not discuss that it could’ve been a refurbished phone instead he tried to set me up with a 15 pro and I was OK with buying a new phone instead he tried to tell me they was running a promotion by a Motorola get the iPhone for free. I told him I was disabled and on fixed income and I needed to keep my payment about the same that I understood if it went up a little instead my payments doubled. He did not tell me about an $80 a month line for the Motorola, he told me one was free. I could sell the Motorola take the money and pay it toward the iPhone. He also added cost of a case and a shatterproof screen that he claim was free but when my bill come out, it was 50.00$ dollars I called customer service. The lady said I had 30 days to take the Motorola back. I did that I had got a bill for $330.00 or so that was doubled to what I was paying. I was told that the bill would be adjusted and when I took the phone back, I have a piece of paper saying I was refunded $154.00instead I was charged another $154.00 so without making the first payment on this new 15 pro and they also supposedly credit me $130.00 for my 13 pro trade-in they never adjusted my $330.00 a month bill. They never credited me the 154.00$ instead of charge me and I have a bank statement showing that they charge me 154.00$
Business Response
Date: 10/04/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 10/11/2024
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
Date:10/01/2024
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.
This is a Verizon certified dealer. Signed up for service on 9/13/2024 and received 2 new phones. Agent transferred data from old phones to new ones. I was told the only thing I needed to pay that day was the tax on the 2 phones. When I checked the receipt when I got home, I discovered they had charged me 40$ for each phone data transfer. I was never apprised of this fee, and would have rejected it. I called the store on 9/19/2024 and spoke to the manager named Fuad. He told me the charges were unrefundable and that this wasn’t his problem. Told me he would speak to the sales agent and call me back. Never called me back. This is deceptive business
Business Response
Date: 10/01/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 10/07/2024
Cellular Sales has reached out to the customer to discuss the concern further. Due to signed documentation agreeing to the charges from the point of sale, Cellular Sales has declined assistance. Cellular Sales considers this matter closed.
Customer Answer
Date: 10/07/2024

Complaint: 22340064

I am rejecting this response because:

Sincerely,

Bad and deceptive business practice, not forthcoming as to fees for transferring data

******* ******
Initial Complaint
Date:09/30/2024
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.
My wife and I moved from T-Mobile to Verizon on 9/25/2024. A staff called ****** at the Verizon store helped the process. We got new iPhone 16 pro, respectively. And he charged me $522 for the first time payment saying that the tax of iPhone is so expensive and it is why this one time payment amount is high. He said I will be receiving a receipt to my email. But I haven’t received a receipt explaining the details of this $522 payment. I want the proper receipt. And I want to verify exactly how much the tax was like in that payment.
Business Response
Date: 09/30/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 10/02/2024
Cellular Sales has reached out to the customer to discuss their concern and the customer has advised that the concern has been resolved. The customer may call us if they wish to discuss further at 877-851-0649, and we will attempt to navigate a resolution.
Initial Complaint
Date:09/23/2024
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.
After having returned cell to my locale Verizon retailer, months later, I am still being debited almost 800.00 a month for cell.
I do not have cell. I have tried everything, including escalating this with verizon still they say they can not find proof of cell being returned.
I am dealing with rectal cancer and this is very disturbing to me.
I can not opened another checking account, and this will never stop the fact that they think I have phone.
I don't know what else to so but to file this complaint and pleat with you to look into this.

Thank you in advance
Business Response
Date: 09/24/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 09/27/2024
Cellular Sales was able to reach the customer. Cellular Sales has previously 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.
Initial Complaint
Date:09/19/2024
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.
I have been a Verizon customer for more then 25 years. We have 7 lines(5 kids) and have purchased all of our phones through Verizon.We have been excellent, loyal customers. Recently, my phone began randomly not holding a charge for more than an hour. Also, the charging port is not working. I purchased 2 wireless chaging docks to keep on hand.I also called Verizon, as I carry insurance. After several 52 minutes on hold, I was told to bring my phone to Verizon store inMacedon at 6:15 on 9/17. After waiting for assitance for over an hour,the employee claimed to not know why I would have been sent there. He looked at my phone and said he could not see damage or explaination for the issues. He suggested I upgrade my phone - as it would not change my bill at all if I paid $188 when I picked up the phone. I said I wanted to dig deeper to see about a replacement before I bought a new phone. He told me that if I changed my mind, there was a shipment coming Friday.No obligation. Today, after literally hours on the phone, I am reciving a free replacement from the insurance co.However,Ireceived a bill and notifiction that I placed an order for an upgraded phone that was on it's way. I am still on hold as I type trying to sort this out. I am LIVID that this salesmen ordered a phone on my account without permission- and/or did so under false pretenses! It is shady and straightening it out has cost my so much time I can not believe it! I am dissapointed that after so much loyalty and money that Verizon makes resolving a problem this difficult and stressful!
Business Response
Date: 09/19/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 09/24/2024
Cellular Sales appreciates the feedback provided by the customer. To clarify, this BBB profile is for Cellular Sales locations and not Verizon Corporate. Our department will provide the details of the concern regarding our in-store representative to Upper Management for coaching and training purposes. After reviewing the customer's Verizon bill, there is no $10 charge for a down payment and the pre-order was cancelled as of 9/18/24.

According to the complaint description, the customer was told it would cost $188 for the remaining buyout of your line ending in 1733 to be eligible to upgrade. This quote was provided because the customer was considering upgrading at the time. This was not a charge and it was not billed at our store location or billed to the Verizon account. Cellular Sales is unable to issue any credits on the 1733 line's remaining balance as the customer was not charged this amount.

With regard to the cost of the replacement battery, it was not purchased at a Cellular Sales store location and we cannot issue a refund or credit towards the cost of the battery. Cellular Sales is a separate company from the insurance company where the claim was filed to get a replacement device. We cannot speak to what instructions they may have provided the customer to get a replacement or how long that process may have taken since we are a separate company.

As the customer did not receive any charges from Cellular Sales, we are unable to offer any monetary credits. The details of the customer's concern will be provided to Upper Management for coaching and training purposes. If the customer has any additional questions regarding their insurance replacement, they should reach out to Verizon Corporate directly either through Verizon's Online Chat or by calling their customer service at 1-800-922-0204. If they have any questions about the battery purchased through Apple, they would need to reach out to that store location/retailer directly. We cannot make any guarantees of a resolution on their behalf.

At this time, Cellular Sales considers this matter closed.
Customer Answer
Date: 09/25/2024

Complaint: 22304375

I am rejecting this response because:

Sincerely,

***** ********
Initial Complaint
Date:09/18/2024
Type:Customer Service 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 August 2nd, I went into the Verizon Wireless store that is managed by Cellular Sales (in Tucson, AZ) to do an early upgrade - in a promotional period. I worked with ******. ****** stated that our bill would only go up $15 a month and that we would receive a credit and not be charged for the remaining balance of the phone due to us returning it. He had me take my new phone and old phone home so it could finish the transfer/deletion process as the iPhone stated it would be 1-2 hours before complete. He told me to bring the old phone back and HE would return the phone. At 4:30 pm I walked into the Verizon store with the old phone. He received authorization to access our account. He told me I did not need to stick around and he would get the phone returned. I trusted this was the process. On September 7th we received our bill - our bill had an extra $299.97 on it which was the remaining balance of the phone we turned in. When I spoke to Verizon Billing they stated that the balance was due to them not receiving the phone by 9/2. I’ve spoken to the manager Brody - who can barely communicate nor tell me where the phone was. He told me that ****** should have printed me a label and I should have sent the phone back. Which was huge news to me. No one can tell me where the phone is. I have a complaint in with Cellular Sales but they “cannot guarantee” that this extra balance will be removed - even tho there is DEFINITELY video footage of me returning the phone in. A scammy place and at this point I am almost certain the sales associate stole the phone.
Business Response
Date: 09/18/2024
Cellular Sales is actively working the concern to navigate a resolution.
Business Response
Date: 09/20/2024
Cellular Sales was able to reach out to the customer and provide a final resolution. Cellular Sales considers this matter closed.

Customer Answer
Date: 09/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22300335, and find that this resolution is satisfactory to me. As the credit is still pending to show up, in the case it does not I will reopen the case.

Sincerely,

******* *****
Initial Complaint
Date:09/17/2024
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.
A few months ago, in November of last year, we went to a Verizon offline store to replace our iPhone 15 with three phones and chose a plan. The original plan was over 200 US dollars per month, and the staff helped us set up all discount activities such as automatic payment. However, the reality was not like that. At the beginning of this year, I discovered that the bill was not accurate, and the monthly fee was almost four to five hundred US dollars. This plunged me into a billing crisis because only four people in our family used phones, which was unbelievable. So I contacted the customer service of the offline store countless times to inquire about the situation and they handled it passively. Due to my phone work needs, I cannot completely terminate the contract because I cannot use my phone, When I tried to go back to the original store to find my initial billing plan, they refused to inform me. I believe Verizon deeply deceived and hurt its users, as they did not comply with the contract and charged me very unreasonable prices. And the service attitude is very bad. There is a store manager who is my friend and he is very good. He helps me solve this problem every week and reports it to Verizon, but he thinks it is very unreasonable. The following is the information he uploaded internally as a Verizon worker. Now I need Verizon to come up with a reasonable solution for my unreasonable charges. This deeply affected my life and plunged me into a billing crisis
Business Response
Date: 09/17/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 09/20/2024
Cellular Sales has attempted to contact this customer regarding this issue, however we have reached our contact limit with the customer. The customer may contact us if they have questions at 877-851-0649.
Initial Complaint
Date:09/10/2024
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.
July 31, 2024 I went to Cellular Sale store for help to copy my phone contacts to a flash drive for backup. The representative couldn't help me with that (didn't know how to do it either). While he was in my account he said "Since you have been a loyal Verizon customer for 10+ years, you're eligible for a free phone" I told him I didn't want a free phone to which he responded, it's a nice phone & it's free. I asked him "no strings attached? Will my monthly payment stay the same?" to which he responded "no strings attached and your payment will be the same". So I said "ok, would be silly not to accept it" He said I couldn't keep my old phone, took it then drew up the paperwork & I signed it.

About 2 weeks ago I switched carriers to Spectrum. The next day I received a bill from Verizon stating I owe them $737.04. I immediately called them saying there must be some mistake. I have always paid my monthly bill in full with no issues. They told me to go to Cellular Sales to find out what the issue was.

Cellular Sales rep told me I broke a contract of not keeping Verizon service for 36 months when I got the "free" phone. It was NEVER even mentioned that I had to keep service for 36 months! Then they said they'll file a dispute with corporate office to get it resolved. This never happened so I called them back to find out what that status was and was given a phone number to corporate.

After explaining the complaint to several of their representatives was told they will not credit my account the $737.04 because I signed the contract. I explained the contract was never mentioned at the time of service and they need to do the right thing and credit my account. They said no.

THIS IS MISREPRESENTATION OF SERVICE/FRAUD to lie to customer to their face! How are they allowed to do this? NOBODY READS THE TERMS paperwork WHEN THE REPRESENTATIVE LOOKS YOU IN THE EYE AND TELLS YOU "NO STRINGS ATTACHED". I was TAKEN ADVANTAGE OF BY A LYING REPRESENTATIVE
Business Response
Date: 09/11/2024
Cellular Sales has reviewed this concern. Due to signed documentation agreeing to the terms and conditions and because we can not speak to what was discussed at the point of sale. Cellular Sales is unable to assist. Cellular Sales considers this matter closed.
Business Response
Date: 09/12/2024
Cellular Sales has reviewed this concern. Due to signed documentation agreeing to the terms and conditions and because we can not speak to what was discussed at the point of sale. Cellular Sales is unable to assist. Cellular Sales considers this matter closed.
Customer Answer
Date: 09/12/2024

Complaint: 22267410

I am rejecting this response because I TRUSTED THE REPRESENTATIVE TO BE TELLING ME TRUTHFUL INFORMATION THAT NO STRINGS ATTACHED TO GETTING THIS PHONE WITH NO MENTION OF 36 MONTH PLAN.
Is it standard practice of Cellular Sales to allow their employees to look customers in the eye and lie to make sales/commissions? THE "TERMS" PAGE WAS ONLY SIGNED BECAUSE I TRUSTED REPRESENTATIVE TO BE TRUTHFUL WITH THE INFORMATION HE PROVIDED ME. This is nothing short of a scam operation.
I have almost 4700 friends on Facebook and will be telling my experience with this company as to whether they think this is fair business practices as well as to warn them when dealing with this shady company that stands behind unscrupulous employees who lie to customer face & take advantage of them in order to get commission.
I am also contacting The Arbitration Association to look into this case. If no resolution is reached, it will be taken to small claims court.

Sincerely,

******* *****
Initial Complaint
Date:09/09/2024
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 went to the Verizon store because my son had borken his phone. We had insurance on the phone so I was interested in filing a claim. I was told both my phone and his were eligible for free upgrades. My daughter was with me and they told her she could have a free ipad. I would only have to pay $10 per month for the line. I was told my monthly bill would go up by only $10 per month. My bill now shows I owe over $2000 for the 3 devices and my bill will go up $60 per month to pay for these devices. This was fraud as I was told these were all free items.
Business Response
Date: 09/09/2024
Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
Business Response
Date: 09/16/2024
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.

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Verizon Authorized Retailer - Cellular Sales is BBB Accredited.