What started as a great experience turned sour pretty quickly. I came in looking to upgrade my phone. But was a little hesitant about it being an "authorized retailer" and not a corporate Verizon store. I asked what the difference was between here and a Verizon store. I was told the ONLY difference was that they couldn't cancel phone lines, but everything else was standard. Okay great! I picked a phone, processed the upgrade, had the new phone activated in store, and then they told me I owed $87. I was told with the authorized retailer stores, I pay for the taxes of the phone up front, and then the $40 activation fee would be charged to my account. So walking out, it would cost me $120 upfront. However, I was not told this when I asked at the very beginning what the differences were. The day before, my husband upgraded his phone at a Verizon and $87 was not required of us. So we knew right away, this wasn't right. So I had them cancel the entire transaction. Reactivate my old phone, take the new one, etc. The tone immediately shifted, as if this was my fault that I was lied to. I was kind of shocked that they had an attitude with me, when they're the ones who got caught not being upfront when asked. After this was situated, I went to an actual Verizon. Attempted to upgrade. Except this time, I was told I wasn't eligible for the device payment plan. So to get a new phone would be $999 upfront. Except, 30 minutes prior, I was eligible for a device payment plan? So something wrong was clearly done to my account. The Verizon store called the retailer, and he said everything "looked normal" on their end. After an hour in the store and on hold with corporate, they figured out what this authorized retailer did wrong and the Verizon store was able to get me out the door with only the $40 activation fee. The only reason I'm giving two stars instead of one is because they were initially helpful. Sure, I could've paid the $87. But they weren't honest and that's not cool. read more
