I was treated like a stupid customer at the Bath, NY location. The manager Luke was rude and condescending. Telling me that he overheard a conversation 2 months ago and his best employee would never promise a lower price unless he knew it would be lower. Stated that customers are always confused and should educate themselves. Newsflash Luke, that is why we come to you and why you have a job, to educate us and tell us the absolute truth. While I was on the phone with customer service at the location he continued to make snide comments when I asked question of the customer service rep. "nope, they can't do that, it has always been that way, all phones do that, my best employee never told them that, they are not going to change it....." While I was on the phone I thanked the rep Ken for being helpful and polite although they did not resolve the misrepresentation of the "final' cost of our bill. The manger taped my should and said, "she doesn't like me tonight" I told him that was because he was not as nice as Ken. When I got off the phone he continued to explain why my bill was higher and not lower and that I should have known the charges. I didn't know that my phone under contract was going to be $40 a month and not $20, nor did the rep explain that additional charge for a year when the deal was made. He indicated the bill was going to be around $98 instead of $120ish. The manager said he didn't lie because my son came in to get a phone and his portion of the bill was going to be $98. Point is he neglected to mention that the phone under contract still on the bill would be $40 making our bill now $141! Imagine our surprise a month later thinking our bill would be lower. No one was willing to adjust the charges or make up for the misrepresentation. We were just told that there are certain disclosures required and Verizon was not responsible. I will never go to a franchise again and have been warned that I am less likely to get quality service at a franchise. My son, who originally went in for help in reducing our bill was initially pleased with the assistance until he realized he was lied to, or misrepresented the final price of our bill. I spent 2 hours at the store and with customer service with no one willing to assist with the misrepresentation of pricing. Today, my phones were shut off because it is a challenge paying our bill and now it is more so we are struggling to come up with higher rate that we thought was going to be less. I WILL NEVER GO TO A FRANCHISE AGAIN!! And strongly considering taking one of the phones off when the "contract" is up in Dec. I can pay $50 a month and use T-Mobile and right now they are paying early termination fees...Hmm. Have to admit, Verizon fees continue to climb and cell phones are becoming a financial burden.
