Wireless Zone

EVERYTHING the rep told me was NOT True. I got no invoice receipt at the end, no contract. He said the invoice was emailed to me. Never got it. I called the next day and they sent it to the email I requested, and received it. On the invoice was an $815 charge that said Installment, no $600 credit for my phone I turned in. He said my bill would go up 5 cents per month. Here's his response to my questions about my email asking what the finance charge was:

Jay Wimbrow
11:37 AM (1 hour ago)
to wz847-list, me

Good Morning Bill

I hope you are enjoying your new device. I understand that there was a lot of information that we went over on Monday and can sometimes be overwhelming and blend together. The device will add $22.63 a month to your bill as we discussed. That device is $815.00 and the installments over the 36 months is $22.63. Remember To get the $600 off for your trade you would of had to change your data plan on your line which would of been an increase of $20 a month and over 36 months would of been $720.00 which would of not be cost officiant for you. The trade of the Samsung A series (A50 I believe that was damaged) that you had to trade in had a zero-dollar value. If you have any more question don't hesitate to contact me at the store 302-308-5800

Suggest Having every comment on charges written down by the Verizon agent, initialed by him and yourself, read over the contract IF they will even show you. Complaint filed directly with Verizon Exec VP in charge of Business Account, disputed the charge on my credit card.

, I purchased a new phone on Oct 4, 2022, at the location on Route 31 Washington, New Jersey. Dayna said I could not purchase a phone and pay for it the same day. She asked me to authorize a new monthly bill amount for $108 per month for the payment plan. When I got Verizon email for a new monthly payment of $148. When I called her, she said Verizon automatically puts insurance on the phone. But why hide that from me when I bought the phone. Dayna became angry and said she would remove the insurance. Recently I noticed some cracks in the screen saver Dayna sold me. Stopped in to ask if there was any warranty. Dayna said there was no warranty, and I would have to buy a new one. Because of the dishonesty Dayna displayed on my 1st visit I said I would just go to Verizon company owned store. Dayna again became angry that I was not purchasing from her. I would not have shared my experience but because of Dayna's reaction to some simple customer service requests, I have decided to share my experience with everyone! You should be aware of the possible fraud situation going on in this location. Dayna has no business dealing with sales and customers.
Bob M.

Don't buy a cell phone from Wireless Zone on RT. 31 in Washington, New Jersey. This company allows Dayna to charge customers for items they did not authorize

DO NOT BUY FROM DAYNA! She added items to my credit card that I did not authorize. Got angry when I questioned her. My screen saver only lasted 35days. Again, got angry when I wouldn't buy another one. VERY BAD ATTITUDE!

[A default letter is provided here which indicates that the business has not responded to you directly If you wish, you may update it before sending it.] Revdex.com: At this time, I have not been contacted by Wireless Zone regarding complaint ID [redacted] .As a side note, I believe the business has moved to a different store front at the same addressI should be able to get you the new unit number if needed Regards, [redacted]

Initial Business Response /* (1000, 5, 2015/09/28) */
Hi [redacted]. I am very sorry we have not been successful in refunding you what you are owed to this point. In addition, I understand that you have gone through 3 different representatives at our Lakeville store, and no one has seen the problem...

through for which I am embarrassed and truly sorry. I know how frustrating this must have become for you.
I wish to resolve this issue right away, though I know we have had trouble processing this return through our merchant provider. I am uncertain as to why this is the case, but my concern is that if we attempt to refund the card again, the result will be the same as it has been to this point.
Clearly we need to further investigate our merchant processing problem, but you shouldn't have to wait to get your money back in the interim.
We'd like to send you a check with the refund amount instead of attempting the merchant processing return. This way, we won't run into the same problem again. Since you felt you've had the run around from us, we'd like to refund you a little extra for your troubles and make it an even $200.00.
Just let us know if you'd like me to mail a check to your residence, or I can drop it off at our store in Lakeville for you to pick up tomorrow afternoon.
Again, I'm sorry you've had to deal with this issue for nearly 2 weeks now. Please let us now how you'd like to proceed.
Warm regards,
Brent [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for getting back to me so quickly. I am truly sorry that I had to take it this far. I will pick up the check tomorrow from the Lakeville store.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Wireless Zone regarding complaint ID [redacted].As a side note,...

I believe the business has moved to a different store front at the same address. I should be able to get you the new unit number if needed.
Regards,
[redacted]

The sales person, [redacted] overtly lied to me about the service he was providing me. As a result it changed my contract with Verizon. I went to the Wireless Zone store at the [redacted] I made it incredibly clear that I was not interested in changing my contract and wanted to buy a new phone outright. He provided me with paperwork and told me that the paperwork would allow him to charge me a lesser rate for the phone he was giving me but would not change my actual contract, he lied and in the end it changed my contract. I did not discover the deception for several months at which point it was too late to undo what had been done.Desired SettlementI am seeking a return to my old contract. Business Response This complaint was already handled through our support channels at Verizon Wireless. This customer obtained a discounted handset by entering an agreement. The transaction was detailed and outlined perfectly. All documentation was signed for by the customer.. in addition there were very detail notes on the invoice that actually specifically stated the customer was entering a new agreement to obtain a discounted handset. The customer left our showroom with a $650 dollar phone for under $200 after the rebate. I personally spoke to the customer and attempted to clear up the confusion. This customer has complained to Verizon as well and it comes down to a black and white transaction that not for nothing was very detailed and clear. The customer is attempting to tarnish my companies reputation and the reputation of the individual that works for me. Which by the way has been employed for several years and has done a great job.Thank youConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The issue at heart here is that the employee lied to me. He repeatedly told me that the form I was signing was NOT going to change my contract and that by not choosing a new contract that it would not change. However I was required to sign the paper so that he could get the phone out of his inventory and assign it to me. I verbally asked repeatedly that this would not change my existing contract and he insisted that it would not. When I discovered the issue, he Shawn, the employee who made the mistake agreed he made a mistake and attempted to fix it. He failed. 16 days later, a second store employee attempted to fix the issue, with Verizon, and failed The store manager [redacted] listened to both sides of the story, agreed that a mistake had been made, and attempted to fix it, and failed. It is blatantly obvious, based on the actions of the store that they agree they made a mistake when they lied to me, or mistakenly proffered the wrong paperwork. The mistake I made was when I was signing the paperwork while I was attempting to be deferential to the store employee. At the time he was the only employee in the store and had a handful of other customers to attend to. As a result I attempted to not monopolize his time and simply ask rather than read. Regarding the contract, at no point did I choose a contract. [redacted] whom I presume wrote the above did eventually call me, 3 weeks after I requested for further assistance from within the company. He was immediately condescending and borderline rude. When he did call I was unable to speak with him for more than about 3 minutes. Despite assurances that he would call again, he never did. Additionally, I did not get the phone for "under $200" the final price, was $290.61 with taxes. That is clearly written on the receipt. Regarding the price, there are no prices in the store on any phone or any other product. I was unaware that this was a "discounted" price as there is no price to compare it to. Frankly, $300 seemed perfectly right as the last phone I purchased retail was approximately $250. I did complain to Verizon at great length and have since canceled a business phone service with them worth approximately $6000 a year, I have canceled a secondary cell with them worth $3000/year and I have cancelled second business phone that would have been worth approximately another $6000/year. I have made it eminently to Verizon that it was because of this transaction. Naturally, I have gone out of my way to share this story with everyone I meet. Final Business Response I have responded to this complaint 2 times now. I am done explaining our position. The customer received a discounted handset when he signed the contract. The phone retailed at $605 dollars.. it is clear as day and there should be no confusion. This was a standard upgrade and the customer's paperwork was very detailed. The customer is trying to obtain a discounted handset without extending his contract. At this time there isn't anything I can do for this customer. Had this issue been addressed during the 14 day trial period we could have returned the device and cancelled the contract. The customers option at that point would have been to purchase the phone for $605.00 dollars somewhere else. Verizon Wireless doesn't sell phones without contracts.[redacted] - [redacted] - [redacted] #: XXX-XXX-XXXX Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The respondent is welcome to reply as many or as few times as he chooses. He knows his store has lied and cheated. He knows that his store's employees attempted to fix their mistake repeatedly and when they failed they offered no assistance in making the situation better. Mr. [redacted] is a scam artist and encourages his employees to lie, cheat and deceive.

This is a continuation of a previous complaint. After speaking with VZW, the Wireless Zone store & other companies, I was told there was nothing anyone could do for me. I am stuck with a phone I hate for at least 6 months. I called Wireless Zone my & asked if I could get a refund on my insurance. They asked me why & I told them it was because I wanted to turn my iPhone back on. They said I "absolutely could not turn my iPhone back on" & I "would be charged an undisclosed amount" for not turning my Samsung off before 6 months. They proceeded to tell me that I signed an agreement stating I had to keep the phone on my account for 6 months or I would be charged. I then stated that I would be stuck with a phone I hate for 6 months and all the [redacted] could respond with was "I am surprised you don't like this phone. It has a lot of great features." On Sunday, June 16th, I called Customer Service and spoke with a woman who told me that I would not be charged for turning my iPhone back on & wrote a note in my account saying so. She assured me I would not be charged for anything & that once I am done purchasing the phone from the third party store, I am done with them & my business is now with VZW. A few days later, I called Wireless Zone to see if I could return my insurance and the man (I believe his name was [redacted]) told me I could, I just had to go to the store in person with my original sales receipt. On Friday, July 5, I went into the store with my receipt and they told me because I am past the 14 days, I can't return the insurance. So, I paid for 2 full years and I cannot receive any money back for it. They also told me because I turned my iPhone back on, I would be charged the full retail price of the Samsung because I signed a 210 agreement. I requested a copy of this on Saturday, July 6th & have not yet recieved it. I called VZW on Friday, July 5th as well & they proceeded to tell me that what the lady had originally said was misinformation and there was nothing VZW could do.Product_Or_Service: Samsung Galaxy S3Account_Number: XXXXXXXXXXDesired SettlementI do not feel like I should be charged the full retail price of the phone. I am not sure if I even signed at 210 agreement, and if I did, I feel like I was still misled and taken advantage of by the Wireless Zone store. I also feel like if this store is representing Verizon, then they should all have the same information they are giving to their customers. Business' Initial Response We are very sorry that the customer is not satisfied with the product.We would have been happy do an exchange or return on the phone had the proof of purchase barcode not been cut off the box so the customer could collect the rebate on the phone. On the day the Phone was first purchased we explained that once the box and barcode are cut off we can no longer resell the phone as new. The customer stated that they were sure they would like the phone. I did email the customer a copy of the agreements that the customer signed around July 10th. We also gave her copies on the day of the transaction. On the extended warranty we are also happy to cancel the policy, however the customer waited over 14 days which is beyond the time frame that we can cancel the policy. This is also spelled out clearly on the paperwork.With all the unfortinate circumstances above I explained to her that we still have a desire to try and help her. I asked her to bring her equipment in and see me in order to try work something agreeable out. She replied OK, then I received this complaint.

This is a continuation of a previous complaint. After speaking with VZW, the Wireless Zone store & other companies, I was told there was nothing anyone could do for me. I am stuck with a phone I hate for at least 6 months. I called Wireless Zone my & asked if I could get a refund on my insurance. They asked me why & I told them it was because I wanted to turn my iPhone back on. They said I "absolutely could not turn my iPhone back on" & I "would be charged an undisclosed amount" for not turning my Samsung off before 6 months. They proceeded to tell me that I signed an agreement stating I had to keep the phone on my account for 6 months or I would be charged. I then stated that I would be stuck with a phone I hate for 6 months and all the [redacted] could respond with was "I am surprised you don't like this phone. It has a lot of great features." On Sunday, June 16th, I called Customer Service and spoke with a woman who told me that I would not be charged for turning my iPhone back on & wrote a note in my account saying so. She assured me I would not be charged for anything & that once I am done purchasing the phone from the third party store, I am done with them & my business is now with VZW. A few days later, I called Wireless Zone to see if I could return my insurance and the man (I believe his name was [redacted]) told me I could, I just had to go to the store in person with my original sales receipt. On Friday, July 5, I went into the store with my receipt and they told me because I am past the 14 days, I can't return the insurance. So, I paid for 2 full years and I cannot receive any money back for it. They also told me because I turned my iPhone back on, I would be charged the full retail price of the Samsung because I signed a 210 agreement. I requested a copy of this on Saturday, July 6th & have not yet recieved it. I called VZW on Friday, July 5th as well & they proceeded to tell me that what the lady had originally said was misinformation and there was nothing VZW could do.Product_Or_Service: Samsung Galaxy S3Account_Number: XXXXXXXXXXDesired SettlementI do not feel like I should be charged the full retail price of the phone. I am not sure if I even signed at 210 agreement, and if I did, I feel like I was still misled and taken advantage of by the Wireless Zone store. I also feel like if this store is representing Verizon, then they should all have the same information they are giving to their customers. Business' Initial Response We are very sorry that the customer is not satisfied with the product.We would have been happy do an exchange or return on the phone had the proof of purchase barcode not been cut off the box so the customer could collect the rebate on the phone. On the day the Phone was first purchased we explained that once the box and barcode are cut off we can no longer resell the phone as new. The customer stated that they were sure they would like the phone. I did email the customer a copy of the agreements that the customer signed around July 10th. We also gave her copies on the day of the transaction. On the extended warranty we are also happy to cancel the policy, however the customer waited over 14 days which is beyond the time frame that we can cancel the policy. This is also spelled out clearly on the paperwork.With all the unfortinate circumstances above I explained to her that we still have a desire to try and help her. I asked her to bring her equipment in and see me in order to try work something agreeable out. She replied OK, then I received this complaint.

The sales person, [redacted] overtly lied to me about the service he was providing me. As a result it changed my contract with Verizon. I went to the Wireless Zone store at the [redacted] I made it incredibly clear that I was not interested in changing my contract and wanted to buy a new phone outright. He provided me with paperwork and told me that the paperwork would allow him to charge me a lesser rate for the phone he was giving me but would not change my actual contract, he lied and in the end it changed my contract. I did not discover the deception for several months at which point it was too late to undo what had been done.Desired SettlementI am seeking a return to my old contract. Business Response This complaint was already handled through our support channels at Verizon Wireless. This customer obtained a discounted handset by entering an agreement. The transaction was detailed and outlined perfectly. All documentation was signed for by the customer.. in addition there were very detail notes on the invoice that actually specifically stated the customer was entering a new agreement to obtain a discounted handset. The customer left our showroom with a $650 dollar phone for under $200 after the rebate. I personally spoke to the customer and attempted to clear up the confusion. This customer has complained to Verizon as well and it comes down to a black and white transaction that not for nothing was very detailed and clear. The customer is attempting to tarnish my companies reputation and the reputation of the individual that works for me. Which by the way has been employed for several years and has done a great job.Thank youConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The issue at heart here is that the employee lied to me. He repeatedly told me that the form I was signing was NOT going to change my contract and that by not choosing a new contract that it would not change. However I was required to sign the paper so that he could get the phone out of his inventory and assign it to me. I verbally asked repeatedly that this would not change my existing contract and he insisted that it would not. When I discovered the issue, he Shawn, the employee who made the mistake agreed he made a mistake and attempted to fix it. He failed. 16 days later, a second store employee attempted to fix the issue, with Verizon, and failed The store manager [redacted] listened to both sides of the story, agreed that a mistake had been made, and attempted to fix it, and failed. It is blatantly obvious, based on the actions of the store that they agree they made a mistake when they lied to me, or mistakenly proffered the wrong paperwork. The mistake I made was when I was signing the paperwork while I was attempting to be deferential to the store employee. At the time he was the only employee in the store and had a handful of other customers to attend to. As a result I attempted to not monopolize his time and simply ask rather than read. Regarding the contract, at no point did I choose a contract. [redacted] whom I presume wrote the above did eventually call me, 3 weeks after I requested for further assistance from within the company. He was immediately condescending and borderline rude. When he did call I was unable to speak with him for more than about 3 minutes. Despite assurances that he would call again, he never did. Additionally, I did not get the phone for "under $200" the final price, was $290.61 with taxes. That is clearly written on the receipt. Regarding the price, there are no prices in the store on any phone or any other product. I was unaware that this was a "discounted" price as there is no price to compare it to. Frankly, $300 seemed perfectly right as the last phone I purchased retail was approximately $250. I did complain to Verizon at great length and have since canceled a business phone service with them worth approximately $6000 a year, I have canceled a secondary cell with them worth $3000/year and I have cancelled second business phone that would have been worth approximately another $6000/year. I have made it eminently to Verizon that it was because of this transaction. Naturally, I have gone out of my way to share this story with everyone I meet. Final Business Response I have responded to this complaint 2 times now. I am done explaining our position. The customer received a discounted handset when he signed the contract. The phone retailed at $605 dollars.. it is clear as day and there should be no confusion. This was a standard upgrade and the customer's paperwork was very detailed. The customer is trying to obtain a discounted handset without extending his contract. At this time there isn't anything I can do for this customer. Had this issue been addressed during the 14 day trial period we could have returned the device and cancelled the contract. The customers option at that point would have been to purchase the phone for $605.00 dollars somewhere else. Verizon Wireless doesn't sell phones without contracts.[redacted] - [redacted] - [redacted] #: XXX-XXX-XXXX Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The respondent is welcome to reply as many or as few times as he chooses. He knows his store has lied and cheated. He knows that his store's employees attempted to fix their mistake repeatedly and when they failed they offered no assistance in making the situation better. Mr. [redacted] is a scam artist and encourages his employees to lie, cheat and deceive.