- Report: #1155492
Report - Rebuttal - Arbitrate
Complaint Review: Lowell McAdam, Verizon CEO
Lowell McAdam, Verizon CEONationwide USA
Lowell McAdam, Verizon CEO Shane Scoville, Western Area Manager, VerizonRoy Chestnutt, Vice President, Verizon DECEPTIVE BUSINESS PRACTICES, DECEPTIVE & ILLEGAL BILLING PRACTICES New York City Nationwide
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1) On April 12, 2014, I went into a Verizon location to take advantage of you "buy one, get one free" upgrade on our account; after waiting 1 hour, 10 minutes, I was told by your Verizon Rep that my phone of choice (the Samsung Galaxy S5) was NOT a part of the promotion as it was new product offering and there may not be enough inventory to satisfy immediate orders; so I purchased one Samsung Galaxy S5, was told I would receive a $100 credit (in the form of a $50 credit on the account and mail in rebate of the other $50).
2) About a week later, I checked my Verizon account for the $50 credit, which had not appeared. I contact Verizon customer service and was told I would need to go back to the store and that only the store could issue the credit; 2nd I inquired as to the 'buy one, get one free" offer and learned I could have got the “second” Galaxy S5 phone on 4/12/14 when I was in the Verizon store; the customer service rep told me to go back to the store, and they will issue the $50, give me the 2nd free Galaxy S5 phone, and if there are any issues, just ask for a manager and have them call Verizon customer service and all will be notated on the account.
3) On April 22, 2014, I went back to the store, at approximately 12-12:30pm and placed my name on the waiting list -- there were 4-5 people in front of me & 7-8 Verizon Reps standing around literally nothing (all looked like gang-bangers) & very intimidating bunch; when customer asked how long will it be before they will be helped, the man who checked them in would 'bark' at them to the point where the waiting customer would squeamishly go back to their seat. You had one Rep, who was acting like a gang-banger, with his baseball cap on backwards, his pants hanging off his backside & dark sunglasses on, who would go around and walk up to customer perusing phones and intimidate them to the point where they would cower away, simply because they did not know the difference; this Rep & the other Verizon employees in the store, would all start laughing when the "gang-banger looking' Rep would do this to customers. It was the most appalling thing I have ever seen and there was no control of these employees what-so-ever; management was non-existent. After waiting for 1 hour & 15 minutes, I was told that the manager (who looked to be about 15 years old) that my $50 credit would NOT be issued by him because “my store is not going to take the hit"; he said I would have to call Verizon customer service, they can do it & then it would take several billing cycles to appear on my account; as far as my 2nd free Galaxy S5 phone, he said he cannot do that because the 'buy one, get one free" offer expired on April 20th, 2014; I told him that we were there on April 12th and his employee told me that phone was not a part of the special; he said that was too bad, I cannot get the phone and "his store is not going to take the hit for that either".
I left the store completely pissed and contacted Justin at Verizon customer service; he issued the $50 credit immediately; he told that I would get the Galaxy S5 phone and he would get it ordered; in the middle of our call, we were cut off; I called and left a message with another customer service representative to have him call me back. He never did. Several days later, I called again and was told by another rep that he would send Justin an email to call me. Again, I never heard back.
On 4/25/14, I emailed a message to Roy Chestnutt via LinkedIn, VP at Verizon, who ignored my email and blocked further communications.
On 4/28/14, I spoke to Hillary from the executive offices of Verizon; after going through the aforementioned scenario above and expecting my second free phone to be shipped, she stated that she could only could offer the Galaxy S5 phone at a ‘discounted’ price. I of course declined, as this is completely insulting to me, after being lied to by the initial Rep at the Tempe store on 4/12, being told by Verizon Customer service on 4/21 that I could get the free phone, being told by Justin on 4/22 I could get the free phone, not to mention the hours wasted calling, sending emails or waiting in the store or being humiliated by the store employees.
I then sent an email to Lowell McAdam, Roy Chestnutt and other executives at Verizon to no resolution.
I received a voice message from Shane Scoville, the Western Region Area Manager for Verizon, who left his name, cell number and email. When I attempted to call his number, it went directly to voicemail; however, you could not leave a voice message since Mr. Scoville had not set up his voice mail box; I emailed Mr. Scoville, to no avail & no response.
Finally I ordered another phone (which I had to pay for) on the morning off June 12, 2013, to be sent overnight & received Friday June 13th. When I checked for the status of shipment that afternoon, Verizon had cancelled the order without explanation. I placed the order again, and it was cancelled a 2nd time. Finally I got in touch with a rep, who assured me the phone was being sent overnight (Fed Ex) and I would receive it on Friday, June 13, 2014. The next morning, I learned that the Verizon Rep lied, I spoke to Hillary again at Verizon, who said he would definitely be there on Monday, June 16th.
I check the tracking the next day (Saturday June 14th, 2014) and found that Hillary lied as well, and the phone actually would not arrive until June 17th
I check my Verizon bill on Sunday June 15, 2014, and saw that Verizon bill my account $300 for a phone I had not even received yet & a phone I should have got free to begin with. Not to mention the lies, bad customer service, etc.
I cannot believe this, company with so much resources, has to resource to such poor customer service, deception business practices, deceptive billing practices & repeatedly lying to its customers. I am just one in thousands.
I have forward a complaint to the Consumer Financial Protection Bureau for Deceptive Billing Practices and Deceptive Business Practices.
What a waste of time dealing with Verizon, its staff, and executives that really do not care.
June 17, 2014 - The latest is that I have continually attempted to get a phone from Verizon or get a special delivery or exception made so I could get my phone sooner; absolutely no response from anyone at Verizon. Today, I learned from Fed Ex that someone from Verizon purposely changed the delivery address for my phone to a completely different address that does not exist. I have attempted to get a reason from the executive at Verizon why they would do this, as they have has my address for over 10 years now. Again, they will not give me an answer. No Phone.
This report was posted on Ripoff Report on 06/17/2014 01:09 PM and is a permanent record located here: http://www.ripoffreport.com/r/Lowell-McAdam-Verizon-CEO/nationwide/Lowell-McAdam-Verizon-CEO-Shane-Scoville-Western-Area-Manager-VerizonRoy-Chestnutt-Vi-1155492. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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