Garbage customer service, uneducated staff and mangers regarding warranties. Verizon Customer service over the phone rates 5 stars!

Skip this one and go to Fairfield. Service here is always horrible. I've witnessed employees standing around with customers waiting for service. Happened again right now and I decided to leave and never come back. It's unfortunate because this location is right by my house but my time is worth more than that. Maybe if the manager wasn't standing around in torn jeans and had a professional appearance and attitude the employees would all step it up a bit. read more

I went to Verizon on March 17, 2018 to get service for WiFi in my car. My car's owners manual states that the vehicle is WiFi ready, owner must buy a service plan. The sales clerk told me the only way was for me to use a HUM device that is similarly to On Star. I agreed even though I was doubtful about the whole issue. The sales clerk plugged one part of the device into my UBD port under the dash. After a couple of days the device would not staty connect so I took it back. They claimed to not know anything about why it would not connect and to contact HUM. I did and they could not help. So back to the store I went. Finally someone in the store said they know what to do. The female representative from the store came out to my car and somehow got the thing to connect to the internet. A month later I got a phone call from Verizon saying that my credit card declined my payment for service. I think it had been compromised and was replaced. I gave them the details for a new card and they said everything was fine and my account was paid. As time passed the connection to the internet in my car was inconsistent at best. Because I stay pretty busy I had not taken the time to address the issue. One day about 8-9 months later I received a call from Verizon saying I owed them $300 dollars. When I asked what it was for, the representative on the other side of the phone said she did not know. I explained that if I am going to pay $300 for something I at least need to know what it is. Almost exactly a year later I took my car into the dealership for routine maintenance. The Service Manager called me and said that he had bad news for me. He said they could not update the software on the infotainment system because the UBD port was damaged. He further explained that he could not just replace the port but rather they had to remove the dash board and replace the entire wiring harness that connects to the UBD port because it is only sold from the manufacture as one unit. He explained that it would cost $5,800. He said that if Verizon installed the HUM device they should pay for the repairs because the pins (male end) on the device were bigger than the female ends and it seems the device was forced on and it caused damage to the port. I took the device and the car to the Verizon store. After playing games with me for two hours on the phone with HUM and Verizon Customer Care, the Manager Jose said that they closed my account one month after I opened it due to non payment. They did not want to help me because my account was delinquent and had been sent to collections. If I had been given a call explaining that my account was unpaid and that I need to fix it after the call I mentioned earlier, I would have been glad to do so. The amount due each month was negligible ($20). How could they let that happen? The HUM device is garbage and you should not get one installed in your car! Verizon Owens HUM and sell them in their stores. They know the HUM device is causing damage to cars because when I explained what happened they know exactly what I was talking about and tried to say I must have kicked it when getting in or out of my car. This Verizon store is dishonest and they do not honor the products they sell. They have poor customer service when they are wrong as they will play games with you instead of helping you. Do not use this store! This a warning. They will not take care of you if you have an issue! read more

Xavier is amazing! He helped my grandmother get her new phone and handled all the problems with her old one so sweetly. He was very patient and kind and listened to all of her unnecessary rambling. Xavier was extremely professional, knowledgeable, and kind through the whole process. Normally I hate phone stores but when her new phone came in I went straight to the store and asked for Xavier and he helped walk me through the process and all my questions of setting up my grandmothers new phone for her. Thank you again Xavier you were such a lifesaver read more

This store is terrible. They completeley lied to me about the phone DROID, it doesn't get email. They were sure it was as good as my blackberry etc. I had to go out of town, I have called in numerous times and by the time I was back in town to bring it to another Verizon store, they refused to do anything. They sent me another phone which didn't work and I had to send back. They refuse to switch it to another device without a huge charge. Everyone I have talked to says Droid never gets email and has a huge problem with hotmail. Basically this phone was overpriced for as terrible as it is, the apps in general shut down or do not work well, and the store would not help at all and LIED to me about the phone. Unbelievable. read more

I went to the Verizon Wireless on May 31, 2011 with my girlfriend and had the best service ever. I notice that the staff was different and boy could you notice it! If you live or work in this area I highly recommend the Vacaville Verizon Wireless store. read more

We came in right before closing so I understand if you are locking up for the evening but don't start doing business with me then decide you can't finish my transaction. then on top of that be extremely rude.i don't have all the time in the world to drive back and forth to the store. I went to the Walnut Creek store and received the service I deserved. ...take a lesson read more

Again sh!t service. Buying a brand new iPhone and homeboy won't even help transfer the phone.

Absolutely excellent service I was able to come in pick what I needed charge it to my Verizon account and I was out within a minute.

I am writing this review on the great customer service I received from Dillon M. at the Vacaville Verizon location this week. I was interested in adding phones to our existing Company plan. Dillon works with business plans and was able to provide me with finding a plan adding free phones at a reasonable data allowance and cost per line. What I especially appreciated was that he spent a lot of time with me and made me feel like all of my questions were important. I really appreciated Dillon listening to my concerns and helping get answers that made sense to me, all in a professional and patient manner. I left the store with facts and decisions to make. The following day, I ended up contacting Dillon often and was impressed that he would immediately pick up my calls or text back and although he was busy with others, he made me feel like I wasn't interfering at all with his busy day. He is a nice person and has such an optimistic - can do - attitude. Very impressed and thankful for his help in getting us a plan that will be right for us. It is employees like Dillon who make Verizon successful! read more

Wow I was taken care by Eduardo and margaret at the Verizon wireless in Vacaville and did a great job he was very helpful and knowledgeable and she was patient and kind I will surely be going back there. read more

I accidentally deactivated my iPad and the folks at this store were awesome. Even thanked me for my patience as they put it on the same plan as my cell phone thus saving me some bucks. I highly recommend this store! read more

DON"T GO THERE! They lie about phone costs, and plans, and if you think of returning something you are treated very badly. Worst costumer service ever. Just tell the truth and the actual costs. read more

I went into Verizon to see about an upgrade. They have so many customers in there, that the estimated wait time is 15 to 20 minutes. Yesterday, I went to the one on Watt in Sacramento, and there was only one person working. Tried to do a chat on line and the person trying to help me was and idiot. I think it is time to switch carriers. read more

Stopped in here to get a SIM card for my son's new phone, and was surprised that we were assisted immediately! That never happens in a Verizon store. He got it all set up and tested within 15 minutes, at no charge. No complaints here! read more

Avoid this store. In the past year I have gotten incorrect information from the individuals who work here a total of 3 times. This last time it cost me voice mail messages that I had saved for over 4 years. I call the support team and I am just told sorry, they get a few weeks of training and you can't expect more from them. If as a sales representative you don't know, just say you don't know. Don't tell me, yes your voice mail messages will of course transfer over. Then as soon as we are done there is nothing there and I'm just told sorry. Speaking with a "manager" does you no good either. Same response. Who can you trust through Verizon? That has become my question now. When we get the chance we are leaving Verizon. read more

I love this store, I have 5 phones on my plan and have boughten every one of them here. Friendly staff and very knowledgeable. I wouldn't buy a cell phone anywhere else. They just sold me my first iPhone yesterday but that was after Alvaro took his time and went over the Droid differences and the iPhone differences! I have been a Droid user for 2 years and now that Alvaro took his time and showed me the perks of both phones I am sure I have made the right decision. The managers are always friendly and working the floor as well. read more

Perhaps they've been reading their Yelp reviews, but I got good customer service from the manager Brian and associate Liane. My mom and I needed to switch two numbers, and they didn't charge me the $20 fee other Verizon stores have. Brian wrote out clear instructions how to do so, but after seeing that my mom wasn't too tech savvy, had Liane reprogram our phones. She did so quickly and efficiently. read more

Worst customer service experience I have ever had at a Verizon store. Our old iphone 5 was out of storage and kept giving error messages. We had received multiple offers for online deals from Verizon, but we know that setting up and transferring data has always been a challenge. Using a new phone, where to click, which way to swipe or tap is not intuitive to us. So we figured paying the higher price to purchase in store would be worth the help we would get in person. Not so! We selected the new iphone 11, and as soon as the clerk rang up the sale, that was the end of any service. No help with putting the defender cover on the device, showing screen touch features, explaining sounds or cameras. Other than a leaflet, no help with activating phone or transferring contacts and other information. No, no, no we don't do that. The clerk gave us the advice to go across the street and see if Best Buy would help us with the transfer. She also claimed they were worried about the security of instore data transfers, which would have been better received if she had mentioned it before ringing up the sale and telling us to go to Best Buy for help. There were barely one or two other customers in the store during our visit, so it wasn't like they were trying to get by us to other customers who were waiting. We had always had excellent service with Verizon stores before, and I believe their online & phone service are still easy to reach and very helpful. But the Vacaville Verizon store is no longer a customer service oriented store. read more

The Vacaville Verizon store use to have pretty good service. We would always wait to be helped by a young woman named Veronica who was very patient and knowledgeable with great people skills. But something has gone terribly wrong with this place in the past year. The reps they have working there now are horrible! I've been in twice in the past 2 or so months to buy a replacement I-phone. First time a guy named Sergio "helped" me. I tell him I'm considering either a 7 or 7+ and he tells me they don't have any. None, zip, in the entire store. When I was incredulous, he tells me, "Well, you know those are obsolete." So I start to leave and suddenly he says, "Let me check in the back." What do you know? They had some. I don't want to deal with Sergio so I left. Flash forward 2 months and I return to buy my 7. This time I get a different salesman and he winds up going back and forth to the backroom 5 times to get my phone only to come back and tell me they don't have a) that color, b) that memory capacity or c) that model. FIVE TIMES!! And each time he comes back, he suggests I buy an 8. Again, I was ready to leave, but my husband insisted I buy a phone right then since I've been without one for several months. I wind up getting my 7, but with 4x the memory I needed. Then the kicker . . . apparently they no longer offer any service! All they can do is sell you a phone and try to upgrade you and sell you packages. He couldn't transfer my data, put on a screen protector . . . nothing! He hands me the sealed box with the phone in it and said he emailed me the receipt. See ya'! Oh, he did offer me a bag to put the boxed phone in. I could've bought it off Amazon cheaper and gotten that much. We've purchased a total of 10 phones and 2 tablets from this store, but I will NEVER go there again. I'll drive to Davis if I need service and will make my purchases from alternative vendors. On the way home I told my husband I felt like I'd been dealing with some cheesy used car salesman! read more

3 days in a row I came because I needed to get my phone replaced. Each time the staff, Tyler in particular helped me every time I came in. I recommend this verizon store to anyone they are amazing people very helpful!! I also got to be the first one to try out they same day phone replacement where someone came to my house set up my new phone! Great stuff ! read more

Went to go get my iPhone upgraded and Jesus helped me! He was awesome, he did it so fast and was very friendly!

Terrible customer service!!!! I have been a Verizon customer for 15 years + and I have never seen so many incompetent people. No stars!!!!!

Thank you so much for helping with my phone storage issues! The guys moved all my files over to my SD card and got me all set up! :)

I just recently switched from AT&T to Verizon after being with them for the past 13 years! My boyfriend and I were comparing the two in an effort to combine our bills and go with the best, affordable choice. Both companies quoted us prices that were only $5 apart from each other. The deciding factor ended up being the customer service experience. I was so impressed by Roxiii Younge and her professionalism amazed me. She was so patient and thorough in answering all my questions. She responded on her day off to me texting her more questions. I felt like she went above and beyond and it really made an impact in our decision. I highly recommend working with her and I hope her bosses know what a gem they have in her. read more

This is the local Verizon. I have never been served in fewer than 15 minutes - even with the workers standing idle or on their personal phones. If you're not buying, use the internet to sort things out with your account. Even simple questions can't be answered without having to be put in their "queue". read more

I have been with Verizon for many years and one of the reasons I stayed with them was their customer service. That has changed. It is no longer possible to speak to a live person. I tried 3 different customer service numbers and all I get is a recording telling me what it thinks I should do. I tried calling the local store here in Vacaville to see if they would help and they said no, they had no way to get through to customer service either. My phones are paid off in 2 months and I will definitely be changing companies. read more

From Maui to Vacaville and needed help with our phone. If you have challenges with phone or Internet or need a phone this is your new best friend! Glenn, store manager trouble shot our issue immediately and introduced us to the best.... Jesus, Solutions Specialist. Jesus was professional and an expert! He is so customer service oriented and a pleasure!!!! Thank you Guys! -joe and claire read more

I don't understand why everyone else had such a bad experience. . I was greeted and the man that greeted me continued to talk with me until a sales associate was available, I switched from t-mobile to Verizon because of the many horrible experiences I had with tmobile. My sales associate at Verizon was very sweet and my service was speedy. So happy I switched! read more

If you want professional service with a smile, make sure to see Tina Marie Boutte. She absolutely put the WOW factor during our visit. We just couldn't take the poor service from AT&T any longer and took the leap to Verizon. We have full service at home without the help of a mini cell tower. Keep up the great customer service. read more

This store is nice however the customer service rep by the name of Mark is a complete Idiot very rude very unprofessional and just outright idiotic !!! Refused to wait on me did not do his job proper or up to standards not to mention his attire was messy and not clean! read more

Switched from horrible coverage Sprint. Took about 35 minutes to switch for my wife and I. Rep. Tony helped us. He got us in last minute was great to work with. I read another review about the upselling. Didn't have that with Tony. I had even inquired about a phone my wife liked which cost $980 dollars and he just answered my question about the structure of pay off, etc. But afterwards, no additional sales pitch. You figure that much, it might be expected. As it turned out, my wife's phone wasn't compatible, so.... ! Yeah, she got it. When my wife was looking cover cases, he told us the option for the package of charger, glass protective cover, etc., but I saw this as being complete. When I urged my wife to just part with the case cover, we went about our business, and again, no additional info to upsell. Overall, I thought Tony was great to work with. I'd recommend seeing him. read more

I love this Verizon in Vacaville they are very polite and not mean. I have no problem with the wait and they really try to sell you a phone. You should really visit the store read more

HORRIBLE CUSTOMER SERVICE. BEWARE. It's like going to a seedy used car lot in Vegas. If I could give negative stars I would. Just had the worst experience at the 1610 E. Monte Vista Ave. location. Najeeb was the sale person. He was obviously on commission and mentioned several times how cheap my Samsung phone was (the one I was trying to purchase). He even said that this phone (Samsung Galaxy J7) was a cheap phone that old people buy or parents buy their kids because they don't want to get them a better phone. The store was closing in 15 min so I felt pressure to make this decision (as he told me there would be a $35 restocking fee). I asked what type of customer reviews the phone had and he said well no one but old people and kids are reviewing it - - so it's cheap. He tried to sell me the protection plan to which I declined. I asked if the phone was warrantied for defects for 1 year....he said yes, BUT if there was even a tiny scratch on even the back of the phone they would NOT honor the manufacturer warranty. I've never heard someone at Verizon push for a sale so hard. He clearly did not back the Samsung phone and insulted my decision as to the "type" of people who purchased this "cheap" phone. As he was processing my order, I couldn't take his used car salesman tactics any longer. I felt he was dishonest and pushy so I changed my mind and told him I did not want the phone. He told me I would be charged the $35 restocking fee. I asked to speak with the manager. It took her 10 minutes to even acknowledge me. Her name is JANINE TROTT, "Solutions Manager". But she had no solutions. She backed her employee and refused to refund my $35. I've been a loyal customer with Verizon for over 12 years. I LOVE their customer service on the phone. Not so much in their stores. So, I went home and made a call and sure enough, they HAPPILY refunded my $35 with great apologies for my horrible experience at this location. The gentleman that helped me was polite, and happy to take care of me. I will NEVER step foot in the Vacaville - E. Monte Vista location again. HORRIBLE CUSTOMER SERVICE. THEY JUST DON'T CARE. NOT EVEN THE MANAGER! read more

If you have the old Verizon More Everything Plan keep it. New plan sounds good but Promos go away -- no more 1GB free for a year 25GB cloud goes to 5GB If sales rep messes up, no promo to offset If you have iPhone go to Apple and buy an unlocked iPhone, you can make monthly payments and get new phone every year. An unlocked phone allows you to put any SIM card in it. So if Verizon plan sucks, switch to AT&T, Boost, etc. with same phone. Tell phone companies you are smarter than them read more

I want to thank Michael Wright for his great service when I went to get a new phone as mine had been down for 3 days .. He was kind and patient and went above and beyond to help me .. He did not have the phone I wanted but called around till he found it and called to have it held for me .. read more

I have been a Verizon customer for about 12 years. I have purchased every phone over those 12 years in the Vacaville store. Recently I had a cable for an iPhone come apart near the jack end so I took it back and they replaced it. Two months later the same thing happened. I took it back and the manager, John, said flat out "it is very odd to have the same thing happen within a few months and I am not going to replace this". Really???? It might be a lousy design or terrible workmanship, did you ever think of that? I have spent easily over a thousand dollars in your store over 12 years and this is how you are going to treat me over a $25 dollar cable that I can buy online probably for $5. Fine - I will buy it online or somewhere else along with all my other phones over the next 12 years. This store has terrible management and I know I will never spend another dime in there. read more

Horrible customer service by none other than the store manager. As a 2 year customer of Verizon, we went in to see if they could work with us on our plan since competitors were offering better plans. After spending an hour or so with customer service, they could not compete with the other service provider, so we kindly let them know that we would most likely be switching. Upon leaving the store, we went and switched carriers. After switching, we went back to the store and asked the manager "is there anything else that we need to do that ensures we will not get stuck paying a bill for this month, we just ported over to another carrier". His response was "no, it will be taken care of. they will see when you ported over, and your bill will be pro-rated". I then asked "is there anything that you can give us in writing?" to which he chuckled and said "we don't do that, don't worry it will be taken care of". Fast forward a month, and here we are stuck paying a bill because while our service was suspended, our billing was not for the remainder of the month. Long story short, I will never again do business with Verizon. read more

The customer service was top notch here. I went to Verizon in Fairfield first and they were awful. The salesperson helped me get the phone I wanted and never pressured me or tried to up sell. read more

I was having a terrible day leading up to my visit to this store. I had already tried calling in multiple times with no success so I was already frustrated. I went in and Sayed was eager to help. He was able to layout my entire plan for me and switch my lines to unlimited for the future. I had so many other questions he was also able to answer. After we had finished I drove home and had another important question to ask. Luckily Sayed gave me his business card so I was able to call him back and square everything away. I can't express how grateful I am to receive service like this. Keep up the awesome work Sayed! read more