WOW, wish i could give NO STARS!!!…read more
After years of being loyal Verizon customers, as well as loyal to this store, my partner and my last upgrade was an awful experience and we will never shop in that store again. Will be dropping Verizon as soon as our contract ends, and returning to AT&T and their exceptional customer service.
When we traded in our phones for upgrades, only one of us got the correct new phone. Luke Huntley, the store manager "mistakenly" gave my partner a phone that had less memory than the one he brought in. Had I not caught it on the bill, we wouldn't have known. When we brought this to Luke's attention, he said we didn't need a phone with that much memory anyway, so we should just keep it. We said no. Want the phone we ordered and paid for.
When that phone FINALLY came in, it was given to another customer. After almost 6 weeks, we finally got the right phone. Then the bills started. And so did the excuses and lies.
Not only was our bill $20.00 more, we got zero explanation. A series of texts then ensued between Luke (again, the store manager), and us. Promises to correct the bill, then not doing it. Giving us credits on our bill, but never correcting the extra charges. Months go by. We continue to reach out to Luke, but then he suddenly stops responding to texts. By the way.. the Unionville store doesn't answer their phone, (seriously), so if you don't have one of their cell phone numbers, you have to go into the store. Insane customer service.
After spending hours on the phone with Verizon, we find out Luke never traded our old phones in!!! $650.00 credit WE should have gotten, nowhere to be found, and even Verizon said they can't find it. Hmmm... wonder who has that money???
From another Verizon store, that manager called Verizon and they called Unionville's "back line", and they actually answered!!! On a three way call, we spoke with Ian who identified himself as "the store manager", and not only promised to look into all of this, but especially the missing $650 credit for our phones. I asked him for the franchise owners name, and he said he didn't know who owned the store because it had "just been sold". He assured me he would get me their contact info. Never did.
Reaching back out to Ian the "store manager", STILL doesn't know who owns the store, and when I pressed him about saying he would get me that contact information, he denied ever saying it (btw- Verizon records their phone conversations); easy enough to prove he lied, as there were three other people listening in on the conversation. Ian now claims to be the "assistant manager", but still stands by his story of not knowing who owns his store, or how for me to reach him. In fact, when I told him I found that rediculous and to find that information, he hung up on me.
Now, I will be reaching out to The BBB, CT Consumer Protection Agency, as well as the office of Senator Richard Bloomenthaul. I will make sure we can all find out just who really owns that store, who the REAL manager is, AND teach them all the valuable lesson of not baiting and switching customers; lying to them as well as Verizon Corporate (they're eager to find out why their "manager" doesn't know who owns his store- LOL), and lastly...
What did Luke do with that $650 trade in money????
Did I mention NBC out of Hartford is VERY eager to take this story on as part of their ongoing efforts to help consumers who have been ripped off by CT businesses. Yes they are!! Stay tuned!!!!
It's very sad when businesses believe it's easier to rip their customers off, rather than being honest and do the right thing. Thank God for platforms like this where fellow customers can warn each other. I can't wait until this contract is up, and I can return to AT&T!!!
