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February 2025 by Lindsey Switzer
My experience with Kelvin was incredibly disappointing. I traded an iPhone 13 Pro for an iPhone 16 in November. At that time, I was told about a promotion for an Apple Watch for $5/month. I’ve never owned an Apple Watch nor wanted one, but this seemed like a great deal. I asked clarifying questions to find out if there were other charges or fees. Kelvin told me no. After 3 months of bills were significantly higher than my iPhone 13 Pro bill was, I investigated. It turns out that Apple Watch cost me $22.31 per month with taxes, fees, and the plan attached to it. In addition, I was being charged for phone insurance, which I never agreed to, and there was no record of my trade-in of my iPhone 13 Pro. When I went in to talk to Kelvin about all of this, he blamed FedEx for the reason my iphone 13 Pro credit was never applied. He took the insurance off the bill but couldn’t credit me for the months I paid, and he went through a performative charade trying to fix the Apple Watch pricing. He took my name and phone number to follow up later. This was Tuesday, February 4, 2025. After hearing nothing back from him, I went back to the store Thursday, February 6, 2025. Again, Kelvin took a land line phone to the back room, came back out, went back there again. Nothing was happening. There were no updates. Finally, I told him I would return the watch. He said I missed the return window, so that wasn’t possible. I asked him how much would come off my bill if I cancelled the plan that went with the watch. He then pulled up a screen and showed me the buy out price for the watch and plan, which was just under $300. I was irate. I was tricked into buying a $5 watch that costs me over $22/month, and to get out of that scam of a deal I have to pay nearly $300?? I walked out of the store. I will never return to that location, and I am actively shopping other carriers. When you walk into a store with a brand on the door like Verizon, there is a level of trust that comes with that. My trust is broken. Now that I’m talking to others about their experiences with Verizon, I’m learning of a theme – hidden fees, buried costs, lots of undisclosed taxes. There is no transparency. I feel scammed. Due to my experience with Kelvin, I will never return to my neighborhood Verizon, and I hope to be using a new phone service provider ASAP. It was disgraceful.
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February 2025 by Irish McNasty
I have been with Verizon 8 years now. After my interaction with this person. I think it's time to take my business somewhere else. Truly disappointed. Now I have to take a day off of work to fix my account. Totally unprofessional and completely worthless.
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February 2025 by James
Another one of my friends told me false charges were placed on their account from this store. This Verizon Retail/Franchise Store is incredibly unprofessional and immoral. Stay safe!!!
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February 2025 by Eunna Suh
There are 2 or 3 Verizon stores near me but after reading the reviews, I decided to travel to this location. Was it worth it? Absolutely!!!!! The store manager Jocelyn was awesome. She was friendly, professional, knowledgeable, understanding, pleasant to talk to, etc.... I mean, she was just perfect. Verizon should make her the corporate trainer for all their employees. Best Verizon experience ever. Thank you~
2nd visit review,
I went back to the store to complete my trade in and ask about the home internet. As I walked in, I didn't see Jocelyn and was kinda disappointed but then Monique was there and she was totally amazing!!! Is this store real? I think everyone in the store is above and beyond at this location, how is this possible?
Ive been with Verizon for a very long time and as long as I can come to this store, I don't see myself leaving Verizon.
Thank you so much for the pleasant experience!
*** Latest
I am going through the same experience as Erin and Amanda. I just over paid my bill - after spending an hour on the phone with cusomter service, auto pay didnt come out (thought it was taking time to reflect all the adjustments) then got a notification "past due", so I just paid, thinking I can get credit back towards next bill. Then the next bill still showed all the wrong charges again and more.
I immediately contacted Cody, ironically he recently texted me asking for feedback then thanking me for good reviews, it was confusing because when I called the numbet, it was a store, then I texted the number Erin posted then he called me back from WI number. Finally I talked to him but he wasn't in the store so asked me to call back.
Now... money is one thing but I do not have time to call around and spend hours on the phone trying to fix this. Just read Amanda's recently added review and this is totally freaking me out. I just texted Cody again, letting him know that I can't connect till the weekend becasue of my work load.
This is so disappointing and frustrating.... I will be updating what happens here so others don't have to go through this..
Do better verizon. Ugh.....
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January 2025 by Erin Boban
I originally had given my experience upgrading my phone with Kalvin 5 stars; however, I then found out changes to my account, which of course included undisclosed costs, were made without my knowledge or approval. I’m giving one star rather than zero, as while Ethan couldn’t undo all the changes Kalvin had made, he did his best to try to rectify the situation. It’s very unfortunate that no matter how many clarifying questions you ask, you somehow always feel like you’re not told the whole truth and being taken advantage of.
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January 2025 by Amanda Grogan Montanez
I traded in my previous phone, a Z Flip, for my current phone, a galaxy s24 in April 2024 at this store. I was reassured by the store manager Jocelyn that my bill would go back down to my previous bill of $100 after my trade in credit was applied (2 billing cycles) and I would keep my perks. Over the next several months, I made several visits to the store because my bill NEVER changed. Each time I went to the store, the store manager and assistant manager said they were making changes to my acct so that the bill would be corrected but it never was. I made a few calls to customer care, they were telling me the opposite, that my bill could not be corrected because my acct is "grandfathered" (something the asst manager said wouldn't matter) both managers and customer service could not get on the same page and I was paying more for it, $130 for a phone bill. On two seperate occasions, Jocelyn said she would call me back to go over my acct, and never did. The last time I spoke with the store, Dec 2024, the asst manager said he would follow up with me in 1 week when adjustments were made to my bill and reviewed by Jocelyn, and again, never called me back and it has been over a month now, obviously I am not expecting to hear from them now. Since this store drags on results, I had to call Verizon's Executive Relations Dept to get this situation handled, to correct my account and adjust my bill. And, as it turns out, customer care was correct. My acct IS grandfathered, and Jocelyn was incorrect in telling me that my bill could go back down once trading in my other phone. ER did me a favor as a courtesy of being a long-time customer by adjusting my bill and crediting my acct for the SEVERAL MONTHS of screw ups this store caused me. It took 8 months of back and forth for me to get this done, wasting my time, money and energy. Almost 1 year of crap, just ridiculous.
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June 2024 by B Dowen
Kelvin did a great job and made buying and setting up a new phone a painless experience.
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June 2024 by Hannah Birky
Kelvin was friendly and very helpful resolving my SIM card issue!
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June 2024 by Alfredo Alvarez
They gave us a free internet modem that doesn’t work, and it’s impossible to return. Now they’re charging $200, and they don’t take it back
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June 2024 by Max Peskin
Kelvin helped me out at the store and made what can be a stressful situation into an enjoyable one. He helped me get the best deal and would recommend kelvin and the Clark Verizon store over a closer location.
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June 2024 by Cole Wilson
Diego was very helpful answering all of my questions and helping me make the best choice upgrading my phone!
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June 2024 by Michelle Maison
The agent was very efficient and helpful.
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June 2024 by Dylan Wijas
Kelvin was so incredibly helpful! He was very friendly and willing to help with my phone difficulties.
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May 2024 by Claire McCallum
Diego was really helpful and patient when I came in after my phone got stolen. He walked me through my options and made a stressful situation less intimidating. Will continue to go back to this location for Verizon needs!
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May 2024 by Nicholas Fruehling
Kelvin was extremely helpful and made the experience smooth and easy. Great customer service from him even though he was the only employee in the store. Multitasked and communicated with all of us!
