Overall bad experience at this Verizon - Victra based retailer in Winslow, AZ. It started back in July to get a new phone for my wife. Then we saw that I could get a lot of money for my iphone15, if I traded it in for the new 17. In the past I've had good trade in experience for my trade ins. (Never before at this location.) I only owed about $133.00 left on my 15. In order to be eligible I was told by Michael the manager that I had to pay off the remaining balance. I agreed, and payed the phone off to continue. After that they switched us to the new simplicity plans and went through process of setting up new phones. (They don't tell you about the set up and go fee that this store charges up front.) Michael the manager could not get our phones to set up and said it would be better if we went home to connect to WiFi. So don't fall for the scam of paying those fees with the taxes and go home yourself and do it. Even better to avoid this place at all costs. Left the store that day paying $178 total for device payoff, and $330 in taxes and setup fees for the new phones. Michael assumed my wife was of Native American ethnicity and assumed she had a number to provide to be exempt from taxes. Very awkward and unprofessional but we let it go. Then I read the terms after we got home, and saw we were charged for that with no refund due to their slow internet for the backup process. Fast forward a couple months I notice our bill is way higher than it used to be! My plan showed that I was receiving a trade in credit to be applied every month for 36 months. Then I saw that there was a $50 device plan added which was called "simplicity pro". On top of my $45 a month simplicity phone plan. So I am now paying $50 more for something I never agreed to. If I didn't notice and payed that every month it would have equaled out to $1,800 extra over the next 36 months. So we visited the store yesterday to get that taken off and explained to us. Michael and his coworker Jonai were no help to my wife and I who had our newborn with us, and just wanted to get in an out of there. They accused us of lying. They pulled my account up and said that I never paid my old phone off, I agreed to the new "simplicity pro" plan and that we only paid for the $330 taxes out the door. Even though I showed her and him on my Verizon it clearly showed proof that device was paid off in full, they said that isn't proof I would need a bank statement. Which I also pulled up and showed them but they basically tried covering their tracks at that point. We left the store knowing we had the proof needed to resolve. I got ahold of the real Verizon customer service and they were able to remove the "simplicity pro" service that I never was informed of in the first place. While still keeping my trade in credit to be applied every month. Which the store manager told me they couldn't go back and fix. They also noticed I was paying more for device insurance that was added that I didn't notice so now we are back to saving even more because somebody who actually cared and took the time to correct, is what keeps customers happy and coming back. We will never return to this store and will happily go out of our way to Flagstaff, or customer service for any future inquiries or upgrades of any kind. Since when did phone service experiences have to turn into what felt like a bad car dealer experience. Michael insisted we were getting a great deal, well guess what Michael my wife and I were right and we're not gonna pay an extra $50 month, or $1,800 for 36 months. While still keeping my trade in credits applied every month. Place is a joke stay away and drive to Flag. read more
