this Started 8/2024: Verizon and this Plainwell store is the home of the classic "bait and switch". I'm a 21 year client of Verizon and got screwed with my last phone up-grade. Justin S. at the Plainwell store said "$160 with your trade in and no changes to your plan". Not the case at all. 1st few months my bill went up $99. I would call or text Justin about the billing error and he would say "oh VZ just hasn't caught up with your new trade in promotion, I'll issued a credit". He did issued a credit but it wasn't the correct amount. this happened every month until Jason stopped responding. I reached out to Verizon corporate office and got no where except when a 3rd party customer service rep (that spoke very little English) called me to tell me she she would take care of everything but never did anything. I asked for several months for my signed agreement and didn't it until the 5th letter I wrote. here's a shocker, I was not my signature on the agreement. I write Verizon a dispute letter every monthly billing because its incorrect every month. I even wrote directly to Amanda at The Wireless Zone main office and didn't get any response. I recently traveled to Ireland, Spain, and France and got screwed on the VZ international $12.00 per day plan. Disputed the charges because there were many days I didn't user any data. Verizon doesn't care. its one of their many "gotcha" moments Do not use The Wireless Zone stores and certainly dont sign up with Verizon. Plenty other companies out there like T Mobile, Pure Talk and Consumer Cellular. read more

I have a business account with verizon went into this store to get a new line, was scammed into changing my plan for a less costly one which turned out to be a lie. I also got conned and swindled into the free phone trade in now I am stuck paying over a thousand dollars. It looks like I am not the only one that has been robbed by this store. Verizon has become a low quality company 2 months later and the customer service some call center can't resolve this. By the time someone read this I am sure they will cut my lines off if I choose not to pay the thousand dollars. I even returned the phone to the store and it was mailed back to me. Customers beware of this store... read more

Do not...I repeat DO NOT ever fall for the scam of trade your old iPhone in and get one "on us"! They will make you pay FULL price for that new I phone and keep your old iPhone to refurbish and sell! Stay far away from Verizon! read more

I was very disappointed at the salesperson's willingness to assist us. I wanted to purchase an iPhone 12 Max Pro with 512 storage--so the most expensive iPhone they had. They didn't have the 512 but was more than willing to order it for me and let me set up my new phone at home and move everything from the old phone to my new phone. Then I could reset my old phone and move all my husband's phone's stuff to my old iPhone. Well, I don't work for Verizon! That's part of what I pay for--their people's assistance! read more

Bad staff, rude and unhelpful didn't even want to assist us better to go the other branches

Went into there 2-24-22 to see if they could help with my phone, and I was very disappointed with the salesperson's willingness to assist me. I walked out without my questions being answered. Today, my wife and I canceled our Verizon service because of that. I went to T-mobile on Drake, and Josh & his team there, have the best service and help than anytime I've dealt with Verizon. Don't let Verizon control you, because they always think that the customer will be back. Well let me tell I'm getting 5G in areas that we never got with Verizon, and better price too. Don't let the big bad bully Verizon tell you lies. T-mobile rules and they're willing to help you, and they'll pay you to get out of Verizon contract. I WILL NEVER USE VERIZON AGAIN!!! T-Mobile is the best. read more

Went to trade my phones in and they said I would get $730 off for a trade in (iPhone 12 for a 15) so I did that and the very next day I came in with my sisters phone to do the same deal and they said everything still applied but I didn't give it to them that day because I didn't want to give them the transfer fee ($30 to tap a button that says transfer so I recommend doing it yourself) so I did it myself. Came back in to give them the old device that was the exact same as mine and they said that it wasn't in their system to trade it in and then only would credit $450 so it made the bill tremendously higher than anticipated. Absolutely ridiculous to consider this as anything other than theft and lying.company's get away with a lot I suppose but be careful about trusting their word. read more

Always the best in customer service. Corey was stellar. Make an appointment online to make your life easier.

This is sort of our go to location for our phone needs. Always good customer service. Everyone is super nice. I know they're always busy, but it's because they're the best read more

One of the best corporate stores around. Everyone seemed very knowledgeable and genuinely care about you. I would suggest making an appointment though because they are busy most of the time read more

I want to start this review by saying that Justin Gailhouse is by far the best employee that you have. EVERY time I have a question, concern, purchase, etc - he is my guy! This review have NOTHING to do with him. I pulled 10 lines from Sprint in August and moved them to Verizon ( 7 phone lines, 2 apple watch lines & a gizmo watch line). I have an 11th line to pull over in January, but I'm starting to think that moving our service from Sprint to Verizon was a mistake with as many issues as I continue to have with the employees at this location. This is what I consider to be a "Average" Verizon store. I have encountered employees who clearly hate their jobs, but need a job so stay around. They aren't customer focused, no drive or motivation and only worry about assisting someone if it benefits them with a sale. I have had to come in after pulling the 10 lines with minor issues and employees kept telling me I had to deal with Justin since he had the sale. I think that is absolutely the WORSE mentality to have. You should be focusing on the customer no matter if there is a sale or not. Today, I scheduled an appointment on online. It said my appointment was from 5p-5:30p. I got out of work (across the street) and came over. When I walked in the store, Timothy Dalton was standing there checking people in. I indicated that I had an appointment at 5p. He asked me what my name was and I told him. He then said "Don't you see it is 5:17p" and I was ABSOLUTELY SHOCKED AT THIS RESPONSE. I told him that online it said 5p-5:30p for my appointment and I figured I could arrive within that time and he said "ya, you need to be here at 5p and will get helped between 5p and 5:30p." EVERY time i've been there, with an appointment, I haven't experienced this and I have had to wait well past my appointment time to be seen. WHY do you allow appointments online if you aren't going to really honor them? WHY does it say the appointment is scheduled between two times if you really want the customer there at the first time? Maybe you should consider rephrasing the way it is written. I left the store angry and with an attitude. Rightfully so since Tim was so rude. I drove to another Verizon store and on my way I called back to the store to speak to a manager. I was on hold for 10 minutes. Imagine my surprise when Tim picked up the phone stating he was the manager. I told him I wasn't going to deal with him any more and I wanted his manager. He told me he didn't have one. I told him I'd find a way to figure out who he reported to and he told me to make sure that I tell them that I was the rude customer who missed her appointment. I want to file more than just this review as a complaint. I hope someone reaches out to me. read more

Have been here twice in the past 3 days. I have waited over an hour and a half each time. They don't go in order of when you arrived. A family came in wanting new phones for all 4 of them and they jumped to the front of the line. I heard the sad story that they are short 2 representatives. Doesn't make up for the crappy service. One rep had the same customer for the 2 hours I was there! He was just chatting with them, about his dog! If you are in a hurry or don't like waiting, try calling customer service first. If not, bring a book and a snack. You'll be here a long time. EDITED TO ADD: I had to return to the store because they turned off my phone instead of fixing it. So I was there for 3 hours and they created more problems rather than fixing it. Also, when I returned, the problem of having no working phone was my fault, per the representative. read more

This is a shady store! The sales person tried to tell me what I was buying was not saving me any money. I should upgrade spend more money to save more money. Then when I refused asked me to wait just a sec and went to helo someone else. When I decided to leave, all of a sudden he had time to help me. Rudely but he now had time. "Here at Verizon we only want to help our customers get what they need at the lowest price possible." Was said by another employee and all I could think was, "Yeah right! Shady sales people at this location!" read more

Received excellent customer service from Justin at the Portage Verizon store today. He answered all my questions very directly and was straightforward about prices. My experience in the store was refreshingly fast and hassle free. read more

i went into the store and a lady told me that i should order of the website so i didnt have to make an appointment. (this covid protocol is the dumbest thing ever.) when i got onto the website i had lots of trouble trying to figure out what phone was in stock or not because the stupid iphones are out of stock until like, december. after i went through the hassle of getting my phone, i went to order and it says my card is declined?? that's not possible. so i did and it charged my card TWICE. this happened to me last year when i was getting my daughters phone. verizon is trying to steal my money not once, but twice!! i will NEVER buy from here again and this is why Best Buy is better. read more

Slow service... Seems like some of the associates are not experienced or knowledgable.

Now first I want to make sure that everyone understands that this is NOT an endorsement for Verizon. Like very other mobile company, they nickel and dime you, but unlike my time with AT&T, I actually have service. Ok so that's neither here nor there but this review is just for the store in Portage. So here it goes: I had accidentally made a payment to a wrong account (at a Verizon kiosk..they are awful but that's another story). The Verizon associate (I don't remember his name..just that he was an ex Western football player) and the manager (I don't remember her name either but she was incredibly nice) took the greater part of an hour locating and fixing my payment error (which was absolutely my fault but they never made me feel like it was a burden or my fault at all). That's all fine and good but the associate through normal conversation found out that I worked at Western and got me a preferred employee discount on top of what he was doing. He also looked into my account and let me know where he thought I may be using too much data on my iPhone and gave me a few pointers on how to cut it down. It has cut my overall bill by almost $30 a month. He and the manager went out of their way to make sure I was taken care of and completely satisfied. I know this is a single experience, but try the store. I think the customer service aspect is fantastic. read more