Premium Installation - beware of hidden cost

[Corvid1]

My 1st FiOS bill for the Triple Play services I signed up for included a shocking $54.99 charge that was never disclosed to me during sign up or during the installation process.  This $55 charge was added to coer the "outlet installation" that was necessary for connecting a 2nd TV in my house to FiOS network.  I was previously a Comcast customer, and they had installed - for free - the coax wiring to and one outlet for a TV and another outlet for my computer (in different rooms of my house).   I mistakenly thought that "premium installation" promised in Verizon's Triple Play advertisement for FiOS would certainly cover the wiring to and outlet for a 2nd TV - especially given that I agreed to pay $6/month extra for an this 2nd TV's Set Top Box plus $4/month additional for a Home Media DVR. 

It's impossible to find a good description of what is covered under "Premium Installation", and their website doesn't mention that hooking up your TVs to FiOS is only covered if your house has pre-existing coax wiring and outlets to the places where you now want to watch TV. 

Somewhat misleadingly, Verizon's website indicates that for FiOS internet connection, it's Premium Installation would include the installation of an outlet to hook up your computer.  This Verizon webpage says so:  http://www22.verizon.com/ResidentialHelp/FiOSInternet/General+Support/Getting+Started/QuestionsOne/9... (i.e.,

"The Verizon Technician will run data wiring from the ONT to your router and, if necessary, install an Ethernet jack.").  Likewise, the same info is provided on another Verizon webpage -  http://www22.verizon.com/Residential/FiOSInternet/FAQ/FAQ.htm - which states:

"The technician will also install any required wall jacks. Depending on your home's layout, the technician will install data wiring through the basement or attic, or along baseboards."  I fail to see why a 2nd TV should incur an additional charge given that Verizon didn't have to do anything extra to connect by computer to FiOS internet.

Scanning the info on Verizon's website, I certainly was lead to believe that my installation would incur no additional costs.  Furthermore, the installation technician never informed me that the additional outlet needed for my 2nd TV - which involved drilling a small hole through my 1-inch thick  wood floor - would incur an extra charge.  I've succeeded in getting a partial rebate for the $55 charge, but feel a bit abused since I was never informed about the charge before or during the installation process. 

[Doug_VZ1]

Just a friendly reminder, this is a forum where users help other users. It looks like your issue may require a Verizon representative to review your account details. Please contact our customer service team via live chat or email at:

http://www.verizon.com/contactus

[pee]

Maybe we would call customer service if we didn't have to punch 9000 numbers, get put on hold for 30 minutes, get transfered to 8000 people, end up with someone who barely speaks English, and then they hang up on you so you have to start all over again.......Also, I've sent e-mails about 5 months ago on my install and I'm still waiting for a reply. 

[WhyMeLord]

I've become very leery of VZN and hidden charges.  I've also given up on getting meaningful service.  Basically VZN is a classic case of gotch capitalism.

BTW my cell phone service is now with(edited)  Much cheaper and I can speak with a native English speaker when I need help (which is rare)

[NOVA118]

I do believe this post does help other users.  Especially those who a thinking of signing up for FIOS TV service.  I agree that the website is misleading and it doesn't help to call customer service either.  I called to be sure and was told it included running a new wire, if needed.  When the installer showed up, I double checked with him and he told be $55 extra per line.  What a SCAM!!!  I told the installer he could leave and come back another day, so I could go buy wire and run the line myself.  He offered me to use wire he had in his truck, but I still had to run the line myself.  The installers are generally hard working, good people.  The people hiding behind a phone or computer, don't care and will tell you what ever.  BEWARE!

[dslr595148]

The website clearly told you that. The person that you called, did not know that OR they provided false/misleading info.

Only if the person that you called, did not know: The left hand does not know what the right hand is doing.

[DeceivedCA]

 

I was charged $219.96 ($54.99 x 4) for "outlet installation" even though I have an order confirmation letter from Verizon, stating that I will receive a non-recurring charge waiver for “additional TV outlets”.  Prior to and during installation, it was never disclosed to me by Verizon customer service nor the installer that I was going to receive additional charges for the outlet installation.  I have verified this by phone with Verizon customer service twice, prior to installation that the entire installation was part of my order promotion.  I've contacted Verizon numerous times regarding this and my request for credit (which was promised to me in writing) have been denied.

My house was pre-wired for cable service for two of the four Verizon set-top boxes I ordered.  I can not understand how Verizon can charge me $54.99 to plug in the set-top boxes to the wall.  If I had known there was a charge for this, I would have asked the installer to leave the boxes and I will install it myself.  I am capable of plugging the boxes to the power and cable outlets on the wall!

[KH-OrnEsh1]

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

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@DeceivedCA wrote:

 

I was charged $219.96 ($54.99 x 4) for "outlet installation" even though I have an order confirmation letter from Verizon, stating that I will receive a non-recurring charge waiver for “additional TV outlets”.  Prior to and during installation, it was never disclosed to me by Verizon customer service nor the installer that I was going to receive additional charges for the outlet installation.  I have verified this by phone with Verizon customer service twice, prior to installation that the entire installation was part of my order promotion.  I've contacted Verizon numerous times regarding this and my request for credit (which was promised to me in writing) have been denied.

My house was pre-wired for cable service for two of the four Verizon set-top boxes I ordered.  I can not understand how Verizon can charge me $54.99 to plug in the set-top boxes to the wall.  If I had known there was a charge for this, I would have asked the installer to leave the boxes and I will install it myself.  I am capable of plugging the boxes to the power and cable outlets on the wall!

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[ljw509]

I wish I would have read this before I signed up. I have $150 in charges that came out of NOWHERE - same as above two outlets in a PREWIRED apartment and an internet set up fee. (PS - I only have 1 tv, so no idea what the other outlet us for) They woo'd me away from Time Warner only to take advantage of me with hidden costs. Customer Service couldn't give me any promise of a follow-up, a reference number, nothing. This is one of the top worst experiences I have had with a service provider - and I have been a Verizon Wireless customer for as long as I can remember.

[ElizabethS]

Hello ljw509

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases".
There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

[unhappy-camper]

I ordered the most basic low cost internet for my wife's laundromat. It should be just under $30 per month, but the first bill came for over $500.  The hidden costs were never mentioned, nor apparently listed in the "deal" can't even be found on the web site.  I feel like I've been a victim of bait-and-switch marketing.  I really expected more from Verizon.

The cheap modem was listed as $150 .  Internet activation/set-up was $150 and a whole list of other hidden costs. Of course, when you add that much on the Verizon side, you get a bigger fatter load of government taxes and fees to go with it.

If this isn't resolved, I'll file a complaint with the NYC Department of Consumer Affairs and the Public Service Commission as well as cancel the order (since they advertise that it is abosolute money back if not happy within 30 days). 

I really hate bait-and-switch.  Feels like I a sleezy retailer at one of those tourist trap stores.  Either that or incredible bungling.

[ElizabethS]

As this thread is now over two years old, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

[Verizon_Support]

Hello lkw509, we haven't heard from you in several days so we'll need to close your case for the time being. Please reach out to us again if you need further assistance.

Thank you,

-Art

[mario2013]

I was victing of the same tactics, when i contacted verizon about this, i received the worse customer support on the phone of my life. the agent started by stating that this is the cost to setup an outlet and that is why i was charged, i explained to him that the lack of disclosure from all parties involved from sales to installation is the problem. My email confirmation when i signed up for the service, stated free installation. i even explain to him that i was offered a $100.00 gift card to self install. but i decided to get the free installation with a technitian even if it was goign to take longer. I am outraged at his reponse.

his solution was either i pay, or they can remove the second drop in my house, and give me my money back. money is part of the reason why i call but frankly I was hoping to help verizon to avoid putting other new customer through this issue, and avoid loosing customer satisfaction, all alone i am thinking this most be an untenional mistake on their part. disconnecting the second drop does not help anyone involved. verizon looses because it also means i dont longer need the second rental box that verizon is making additional 12 dollars a month for 24 months. No happy with this. then i proceeded to request to be transfer to another agent and he had the audacity to refuse to transfer me and to tell me that if i call again he would be the one dealing with my account. horrendous customer satisfaction. needless to say not happy paying for an undiscloused hidden fee. 

[LawrenceC]

Hi mario2013,

Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Private Support Cases".  There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal

[Verizon_Support]

We did not hear from you on your Private Support case. We hope you were able to find resolution to your issue.

If you require further assistance, feel free to make a new post, and we can be sure to look into your issue.

Thanks,
Ali Adam

[tsaintthomas]

Basically in the same boat here and I am furious that the tech can just do whatever, and I get NO say or any indication there will be a charge. We just moved into an apartment that has coax lines in every room. We only have one TV right now in the living room and the FIOS box is in the closet. The tech did his thing for about 4 hours (which started to feel excessive when another tech showed up) and we were off unpacking and dealing with the furniture movers. He ran a line all the way around the bedroom, over the door to the coax on the other side of the wall. He mentioned he needed to do that to "activate" the line in the living room. I assume this is where the charge came in but how can the tech do anything other that what I have ordered and not get some sort of authorization from me to do otherwise? I just got off the phone with Customer service and I was told I would get a call only if my claim was declined to notify me of such. What kind of service is that? Then I find this post (among others) immediately and now I know it's happening to others.

[noirlene]

I was just about to order FIOS until I read these messages.  Fios is alraeady in the basement.  I have FIOS for my phone.  I would like them to run Fios wire  through the wall  from the basement to the first floor.  I have hardwood floors and I don't want someone drilling through the hardwood floors.  I want to hook up my computer and possibly a TV.  The sales people will promise anything just to get the sale;  they don't know anything about the installation process.  Maybe I can get another company to run the wires through the wall and just haveverizon do the necessary  FIOS  connections. 

[tbarry19]

This thread is actually really refreshing. I spent 45 mins on the phone with a "supervisor" last night and she insisted that I was the first one to have an issue with this charge. In case anyone is still considering the service, not only is the charge still there, they have increased it to $65/outlet. I got hit with $165 that I did not agree to. I told them to waive the charge or come take the equipment out of my house and the "customer service" woman said they do not do that and she could send me some shipping labels and connect me to the disconnection team but there would be an early termination fee of $230. That is Verizons response to a complaint about deceiptful charges, "we don't care if you stay with our service, you just have to pay the fee to get out". Rest assured that will not be my last call to Verizon.

Also, have to love the initial response to the post in the beginning. "This thread is to help people, sounds like you should call customer service" We are trying to help people. This is a deceptive practice of hidden fees and cannot be tollerrated. I have already talked 3 friends out of getting Fios as a result of my experience. 

[AYinNYC]

Verizon should be ashamed of themselves.  I can't believe they continue to get away with these horrible business practices.  I too was charged an "outlet installation fee" but was never told before or during the installation that I would be charged for this as I was under the assumption this was a free installation (which I was promised when signing up).  Because I wanted my TV two feet away from where the cable outlet was I was charged this bogus fee.  

The worst part of it was when I called billing customer support.  I was on the phone for over an hour arguing about this and asked for it to be taken off my bill.  The first rep I spoke to said that it wasn't the techs responsibility to inform us that we are being charged for this.  When I asked her who's responsibility it was then, she couldn't answer me.  Then a supervisor named Patricia refused saying it was a "valid charge" even though the tech "should" have informed me of the charge.  I could have bought cable wire from Home Depot and done it myself if I had known.  Then she had the nerve to try and sell me something over the phone! My guess is that if you have free installation with your package when you sign up, they will hit you with this charge after just to get some kind of money out of you.  I don't understand how they can charge you for something when they willfully do not disclose that there is a fee involved (especially since its a ridiculous fee).  It's part of the installation process!!

I will be complaining to NYC Dept of Consumer Affairs, the BBB, and any other agency whom I can complain to.  I can't believe this company has been getting away with this for so long.  I also will be contacting a NYC TV news station.  Obviously this happens to a lot of people as TWC and Verizon are the only choices I had because of where I live.

[LawrenceC]

Hi AYinNYC,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.