Verizon store San in Gabriel, CA

[arthandmade]

Letter of Complaint

 Dear Verizon Management Team,

I am writing to you regarding a series of fraudulent incidents I encountered while conducting business at your Verizon store located in San Gabriel, on October 19, 2023. Despite numerous attempts and extensive communication, as of May 2024, our issues remain unresolved. I am reaching out through this complaint letter to relay my experience and seek a resolution.

During my initial visit to the store on October 19, 2023, a salesperson named Antwione assisted me in transferring my service from AT&T to Verizon. Antwione actively promoted a promotional offer for the new iPhone15, stating that as new customers with multiple lines, we could purchase the Verizon three-year contract phone at a discount of $1,000 below the retail price of the iPhone15. Additionally, he promised to charge us a $186 service fee, which would later be waived for our six lines' Activation fee totaling $210. However, despite Antwione's assurances, we have yet to receive the promised $210 Activation fee waiver. Subsequently, when we inquired about this issue during two subsequent visits to the store, Antwione repeatedly informed us that both the $1,000 iPhone discount and the $210 Activation fee waiver would be processed after waiting for a few billing cycles.

On November 6, 2023, during our third visit to the store to address the matter, Antwione was not present. We then consulted another salesperson, Wen Bin, who is of Chinese descent, regarding the iPhone15 promotion. Wen Bin also confirmed the Verizon promotion for a $1,000 discount on new purchases of the iPhone15 with a three-year contract. However, he mentioned that we would have to wait for several billing cycles before the discount would be applied monthly for 36 months. Given Wen Bin's reassurance in our native language (Mandarin), we further trusted that Verizon indeed offered the iPhone15 purchase promotion. Encouraged by Wen Bin's enthusiastic recommendation, we purchased two additional iPhone15 devices on that day.

After patiently waiting until we received the third bill, we discovered that the actual situation did not match the promises made by the store's salespeople. None of the three iPhone15 devices processed by them had the promised $1,000 discount, and all three phones were being billed on an installment basis. Furthermore, even the initially promised $210 Activation fee waiver for our six lines was not granted. When we confronted Wen Bin about this discrepancy, he suddenly claimed that the previously promised $1,000 discount required a trade-in of old phones to take effect. However, this requirement had never been communicated to us during any of our previous transactions. This inconsistency left us disappointed and confused. Moreover, Wen Bin's attitude turned extremely hostile during this encounter. He not only refused to address the issue but also rudely demanded that we leave the store immediately, loudly declaring that he did not welcome us. We believe that Wen Bin's sudden outburst stemmed from being exposed for his dishonesty. This deceitful and confrontational behavior from a Verizon salesperson was truly alarming, and it was the first time we had encountered such behavior in the United States. It was later through Google reviews of the store that we realized this Verizon store in San Gabriel had long been engaging in similar fraudulent practices, deceiving customers.

We eventually managed to locate the store's manager, Omar, who agreed to assist us in resolving the issue. He mentioned that he could request a refund for the $210 Activation fee from the company. However, he stated that he could not honor the $1,000 discount per device as promised by Antwione and Wen Bin, as Verizon had never offered such a promotion. Instead, he suggested that we trade in three old phones, and after completing the trade-in process, the corresponding amount would be deducted from our bill. Despite our reluctance, we reluctantly accepted Manager Omar's proposed solution. We handed over our three old phones with the Tracking Numbers 40030824005159, 40030824005192, and 40031324005288 to Omar. However, despite Manager Omar S's willingness to help, the final outcome fell short of our expectations. As of now, we have yet to receive the $210 Activation fee refund, nor have we received any discount on the three iPhone15 devices. Additionally, in Attempt to Resolve Sales Issue, We've Sacrificed Three Old Phones as Well, and we are still paying the full installment for the three new phones. Furthermore, Verizon has restricted us to using their phone communication service for a full 36 months. We believe that no other telecommunications company would allow such occurrences. These two Verizon salespersons have left us extremely frustrated with Verizon's service.

I understand that issues may arise in the service industry, but I am deeply disappointed with the service and problem-solving approach of Verizon's store in San Gabriel. I hope the esteemed Verizon management team will thoroughly examine this matter and take appropriate measures to address these issues, including adjusting my bill and providing compensation. I request that Verizon honor the promised $1,000 discount per device and refund the $210 Activation fee. I have high expectations for your company, and I hope this complaint will be handled properly.

We look forward to your response and hope that we can find the best way to resolve this issue together. Thank You Very Much for Your Understanding and Assistance!

Sincerely,

Richard

Account: 474061175-00001