Unfairly charged $99.99 to repair FIOS phone service

[Lynn210]

We have Fios bundled services - tv, internet and phone.  Two days ago, the phone stopped working.  The other services were not affected.  We called the scheduler and arranged for a repair.  My husband specifically asked if we would be charged for the service call and as others on this forum have stated, he was told that there would be a charge only if our equipment was the problem.  Today, the tech arrived and worked outside to fix the wire and connect it to Verizon’s box in our basement.  Our phone sprang back to life.  I was shocked within an hour to receive an email telling me that I would be charged $99.99 for fixing Verizon’s line into my house.  We called customer service and were informed that this service call fee was standard regardless of the problem.  Apparently the people who schedule service calls have not been informed of the policy or more sinisterly, they are told to withhold this information from the customer.  Because other posters on this forum have said the same thing, I believe the misrepresentation (that there will be no fee for repairs to Verizon’s equipment) is not happening by mistake.  The customer service rep agreed to reduce the charge by half, but I have received no confirmation email stating this.  In any event, $49.50 is not acceptable because the problem was with Verizon’s equipment and we were told there would be no charge.

I wonder what reasonable person would knowingly sign up for a service that requires him to pay for repairs to the service provider’s equipment when it fails and prevents the service from happening!  If Verizon FIOS had to disclose this unfair practice up front, they would have no subscribers.  I will be telling everyone I know about this policy.

We have been pleased with Fios for over three years, but we will not continue the service after our agreement ends.  The older the Verizon equipment in our home gets, the more likely we will need another service call.   Besides, we like to do business with companies that treat their customers with integrity.

So, Verizon, you will get your sevice call fee, but you will lose a customer.  Is it worth it for $49.50 or even $99.99?

[KH-OrnEsh1]

Hi @Lynn2, 

Your issue has been escalated to a Verizon agent.  Please check your Private Message Inbox for a message from Verizon_Support.  You can find your Inbox by clicking on your username at the top right corner of this page.  Please direct all correspondence concerning your issue to the agents who will be assisting you privately.