Was not helped for over an hour and was then told what we needed done can only be done online and…read morewe cannot open new phone lines in store.

For those of you out there looking for holiday deals, Verizon may look like a great opportunity…read more But it's NOT without a few years worth of grief and hassle. And they will give you both in spades. The stores themselves are great visits. Helpful, kind, overly busy. The problem with Verizon is BEHIND the curtain. They don't honor the stores gimmicks and promotions. Last year, I was a grand target of that. I exchanged my iPhone 11s for 13s and 15s. It was time. And they had a great promotion going. But they didn't honor it once it was activated. And there is the trick. Once you walk out of the store with activation, you've sold your soul. This last year has been a horrible one of constant calling to Verizon and here is what you get: PHONE TREES. Then authentication texts. Then a 10 minute wait to talk to an agent who you WILL BE charged $10 for. (And that's the EASY part). Once you get to the representative they immediately tell you what you OWE them and ask if you'd make a payment. Normally the answer is no, I've paid, can you please get me to a supervisor? Here is the thing: Front line representatives CANNOT help you do anything but pay your bill or connect you to another person. 2 out of 5 times the call WILL drop and you will have to start over. So stay still and don't pace around the house. I have been connected to a " supervisor" who wasn't one too MANY times. They will waste your time and tell you what you want to hear and get you off the phone. This happened to me yesterday. I had a payment arrangement made off a bill based on the availability of a check coming in from my business. I could tell it wasn't coming that day so I called to make sure my service was secure and make a new arrangement. I first got a woman who would not work with me at all, said there is nothing she could do and told me I needed to pay everything to secure service. I asked to speak to her supervisor and the phone disconnected. I called again, waited through the phone tree, had to re-explain to a representative before they would transfer me . After 20 minutes I was connected to a supervisor named "Red". He had a Vietnamese accent. In fact 80% of the people working there do. This is an observation, not a critique. But many times I have hardships understanding them. And the women supervisors - are mean. They are there to stop you. Do as little as they can. Anyway, "Red" listened to my concerns and said not to worry. He would take care of it and gave me several more days to pay! He sent me a Verizon text message stating the date it was due. He gave me his location ID and told me to not worry about it and to have a great day. Wow. This was a good feeling and so far, only an hour of time lost. But HERE is the rub. Throughout the day I received text messages saying my payment was due. So I called back AGAIN and waited to talk to a supervisor. This time I got a representative named Gabriel in the beginning. He was kind and could see the notes Red had written and said it looks right but he couldn't figure why there was still text messages coming. So he got me to a new supervisor: get ready... Lizzie got on the phone with me and I had to explain it all for the 5th time. She said and I quote: "Upon checking, I don't see anything here from a supervisor, you will have to pay immediately" I said that not true. I have texts from a supervisor here saying different. The representative read it back to me. You are mistaken. She said there was NOTHING there. And I shouldn't have been told such things and she was sorry for the inconvenience. I couldn't believe it. And she wasn't budging. I asked to talk to HER supervisor, she said she was the top of the chain. And she wasn't going to do anything else. I thanked her for her time and hung up and called again. (You HAVE to be nice or they will flag you). After another 20 mins, I got a supervisor named "Devri". I explained everything I went through the entire day. Devri looked into it all and after 10 minutes told me that "Red" was NOT a supervisor. He had no grounds to make those texts to me and was sorry for the inconvenience. I WAS outside myself with anger. Yet, she could see all the times I had called. She knew I was a customer of 5 years. So she said she would work with me. Can I pay 70% of my bill? I said no. Not for a few days. How about 50%? $300? I said not today. She then said she would "go out on a limb" and work with me and take $200 and create a new arrangement. (This was never an option. But I do know that a company is only as good as those answering the phone.) I said fine. She did. And it bought me 5 more days, but the treatment of the customers is HORRIBLE and CROOKED. Most people wouldn't have the time to set and r deal with them. And they count on it. They are a horrible company that happens to have a monopoly going very well for them and I plan to share it to as many who will listen. They are a very very bad phone service.

This is a review of a recent "service assistance" at the S. Cedar Xfinity store in Lansing,…read moreMichigan. I actually met with the manager of the store, Sebastian. Who slouched in chair, chewed gum, did not give me eye contact or appear to be friendly. Beware when you go in to have specific questions prepared. Look out for omissions on their recommendations. For example, I was told he could lower my internet course with a deal but part of the deal was a Samsung tablet. I said I didn't need it. Sebastian said it was part of the deal so I said ok. Sebastian didn't mention that by taking he tablet I would be paying $140 over three years. I went back to return it and it took them over half an hour just to accept it back after they ask for SS # and photographed my drivers license. Be sure you ask the "helper" to explain your service and the costs of each item before you accept it. Also the terms they use for different services are ambiguous. Be sure to ask about what for example "video" means. Good Luck

This store needs a major training session in customer service! I went to the store about two weeks…read moreago to upgrade my modem. The store manager greeted me and seemed excited to assist but after a short while it was evident that the stores was pure chaos! He was loudly interjecting from across the room in an effort assist all 4 booths. I went back the yesterday to bring my phone to be activated for my free line for a year. There were two agents working. One didn't seem interested and the other seemed quite confused about how to navigate the system but had great customer service towards me. When asking for help, the one rep was so disrespectful to the other right in front of me. He was condescending and evidently annoyed!! I ended up there while the confused agent tried to figure things out with no support and the poor man seemed scared to ask for help. The other rep watched and intermittently assisted resulting in me being there over 1.5 hours while 3 other customers came in, were assisted and left. This team needs a lesson on communication, teamwork and overall customer service!! I will only go to Okemos moving forward!!

I haven't even got the opportunity to set up my service because they ONLY have curbside pickup or…read moredelivery and I wanted curbside but when I came to pick it up they aren't doing any pickups. Mind you they emailed me and sent a text about coming to get my products! I hate when apartments only like for you to use one set cable/internet provider. Now reading all these other reviews I doubt I'll enjoy the service once I do get it.

moving can already be stressful enough, these guys do what they can do make it easier on you. If a…read moreglitch does happen they try and make it a point to remedy it as soon as possible, they don't just drag their feet which is nice and good customer service in my opinion. I can't speak for the whole staff but my interactions with Ryan, Richard, John (Crumley), and Connor (Laing) have been pleasant, helpful, and friendly. I hope the upswing continues !

Our internet didn't work. We called multiple times with no help. When we cancelled, they charged us…read morenearly $500. They are now taking us to court. Not collections- court.

Service requests were delayed or ignored, and the price just keeps going up. The lags in the…read moreservice is unforgivable. I'm looking for another provider.

I have had AT&T internet since August 2025 and the service has been horrible. the signal cuts out…read morefor no reason. have to restart and trouble internet box. 5 times a day. i also have an extender that hasn't work but they keep charging me for it. the home app doesn't work correctly because what's I. there doesn't match there system. today they shut off my internet box for no reason said it was system error but there was nothing they could do I have to wait for box. each time u call customer service they all over talk you and do t completely listen. when u tell them they are being rude they hit the mute button and say nothing to u. this one representive had me on mute for 30 min phone call were all I asked was for WiFi password since home app update but there system did not. so I would never ever recommend this company to anyone. I have loss 4 days or work and my kids lost 4 days of school (they do online school) because of there internet. if you want ur service not to work and the supervisor say there nothing they can do to help, then get AT&T. I'm in process now of finding any other company but them

I'm handicapped and being harassed because for over 2.5 hours was bullied because I can't trouble…read moreshoot for hours and fix my own equipment. It takes weeks to get anyone to the house to fix. They put on my file I'm difficult and won't work with the tech when I'm physically unable. I would post a -10 if I could beware if your handicapped or elderly they will act like they're helping you schedule an appointment and not really do it and lie while bullying you because your unable to do their job and tech supports job and the supervisors take hours to get to and they never follow thru either. Only mean people harass the handicapped and not going to take it anymore!

I am a repeat customer at Vertex, but never again. I asked for a custom built computer, which I…read morehad to take back three times because it wasn't working as to my specifications and for what I ordered. The owner of the store actually yelled at me because I didn't follow his instructions. (Maybe I didn't, but that doesn't mean I deserved to be yelled at like he did.) Because of the poor work and even poorer customer service, I cannot recommend this store to anyone.

A1 service. A Windows 10 update went South on me. Froze up half way through. Didn't matter what I…read moretried to do it would not complete the update or return to previous setting. I took my laptop to them and in less than a day they found the issue, fixed it, and was able to save all my files and programs! Awesome!