This message is a complaint about the Verizon store located at 4151 Mountain Road, Pasadena, Maryland 21122. At the end of April 2024, I went into the store to speak about my family phone plan. I was told by the sales representative, Chaya (name written on her Verizon business card), that I was entitled to the Disney Plus package, as well as Netflix and Max, for the price of $212. The $212 aligns with what I was paying for my current phone plan. She confirmed that the price and streaming services were permanent and included in the new package. I accepted the offer and decided to include the basic Verizon home Internet with FIOS bundling package (trying to save on Comcast costs now that I had the streaming services). The total price came to approximately $400.
FIOS was successfully installed. I quickly realized, however, that I was not getting the streaming services I was promised with the phone plan. My phone service also increased to $228, but without any of the benefits. In the end, my Verizon bill was approximately $450, with no streaming services, only local and home shopping channels for cable, and Internet service.
On June 28, 2024, I went back to the Verizon store to ask about my account and realization I was not going to receive the streaming services offered by Chaya. I spoke to Neil who informed me that nothing is "free" and that he reminds his staff that "free" is a four-letter word (nice to know he can count). I told him that I didn't appreciate being given false-promises by his staff. I reiterated the agreement I was given by Chaya, in which he responded that I could pay for the services, which would cost another $20/month. He changed my phone plan to $215; however, he would not honor any of the agreements made by his employee. In the end, I spent almost two hours to get less and pay more. I also got to witness Neil's lack of leadership and unwillingness to support agreements made by his staff.
Sorry for the long rant...DO NOT use the Verizon store on Mountain Road in Pasadena, MD. Neil and his staff are dishonest and will apparently say anything to make a deal that will cost you more money. Sadly, Neil actually seemed pleased that he got a little more money out of me and didn't have to give me anything in return. My lesson learned is to get things in writing and be wary of lies and false-promises like those orchestrated by Neil and his team at the Verizon store on Mountain Road. Definitely a shameful and frustrating experience...time to start shopping for a service that honors agreements and actually cares about the customers.
scribe328, we never want our customers to feels mislead, and we always want to be as transparent as possible when making changes to your account. We want to gather more details about the situation so we can better help. We're sending you a Private Message so we can better help.
~Jesse
Start a new topic or ask questions in the open forum.
