July 7
RE: Verizon FIOS Customer Experience Nightmare
To Whom It May Concern:
On March 29, I had a Verizon FIOS installation consisting of both Internet and cable television. My mother had previously had a horrible experience with her own Verizon FIOS installation, but in the process of numerous phone calls to a Verizon manager by the name of George Gerodimos, we finally were able to resolve the issue with my mother's account. Therefore, when I moved into my new residence I called George personally to have Verizon FIOS set up in my new residence and was assured by Mr. Gerodimos that I would receive "VIP" treatment. I was told that since I did not sign up for Verizon telephone service that I would be penalized by having funds automatically deducted from my checking account each month. I reluctantly agreed to this, although in my opinion, this is discrimination. I gave Jeremiah, the representative, my checking account information, was told there was no installation fee, and was quoted a monthly price for Verizon FIOS cable television and Internet service. I was also supposed to be receiving a $100 refer-a-friend credit on my account as well.
The installation, as mentioned, occurred on March 29, and it took several hours, even though the residence had already been pre-wired for Verizon FIOS. This was on a Saturday. On Sunday evening, after being physically exhausted from my move, I sat down to view my new Verizon FIOS television service. I had sat down for no more than 10 minutes and my entire Verizon FIOS service went completely out. I called customer service immediately. It took the representative approximately 30 minutes to locate my account, as both my first and last name had been spelled incorrectly and since the install was so new, it was difficult to find my account information, not to mention that unless one has Verizon telephone service as well, which I did not, it is extremely difficult, for some reason, for Verizon to locate a customer's account.
I had a technician at my home the next morning to find that a "block" on the exterior of my residence was cracked, thus the reason for the service going out. This was fixed. I had a lengthy conversation with Mr. Gerodimos about this, and he agreed to issue a credit for the horrible inconvenience I had endured, as I had to miss work on a new job in order to sit around and wait for Verizon to come back out and fix the problem, after just having service installed 24 hours prior.
Then the billing issue came up. Verizon deducted monies from my checking account, although I was supposed to have a credit on my account.in addition, when I viewed my online Verizon account my name was still spelled incorrectly and the charges were inaccurate. When I investigated further, I was then told that since I did not have Verizon telephone service that they were charging me an extra $5 per month, which I was never informed of. Furthermore, they billed me for an installation which I was promised was free. The online bill does not match the paper bill, and one would need to hire a certified public accountant to try and figure out what Verizon has done with my billing. I have spent hours and hours on the phone with managers and people at the corporate level at Verizon, Lisa Barrow, Richey Clark, Ryan Mull, just to name a few, exhausting myself beyond belief trying to get my bill straightened out and the spelling of my name corrected.
Finally, I got fed up and threatened to disconnect Verizon and go with Brighthouse, which I subsequently did on June 23. Two corporate representatives, Lisa Barrow and Richey Clark, came to my home on the evening of June 23, at approximately 6:00 P.M., in a Cooper vehicle with Verizon FIOS inscribed all over it and retrieved all of my Verizon equipment. They were very unprofessional. Lisa was popping her gum and Richey had big hooped earrings in both of his ears and was very arrogant and cocky. They came unprepared with paper or pen to issue me a receipt proving that my equipment was picked up. I provided them with one of my own pens and demanded they give me a receipt, which Richey Clark scrawled on the back of a business card. They left with my equipment, assuring me they would deliver it to a Verizon store, a receipt would be mailed to me, and that I would receive a check for the $121.75 that was left on my account.
I never received an official letter or receipt for my equipment as promised, so I then called the corporate office and registered an official complaint with a Ms. Delgado, as not only was I upset about this, but unbelievably my Verizon FIOS service was yet to be disconnected. When I later spoke to Lisa Barrow about this, she unbelievably indicated to me that she was unaware that I wanted my service disconnected! I told her that I was astounded at this comment, that after all the phone calls we had had and the obvious fact that she personally came to my home to retrieve equipment that she would be a complete idiot to believe anything other than this was an obvious indication of disconnecting Verizon FIOS service. I finally then did receive a letter and a receipt for equipment return, but yet to receive my check in the amount of $121.75.
On July 4, at approximately 6:00 P.M., I received a telephone call from Verizon FIOS indicating that my equipment had not been returned and demanding that I do so. After spending almost an hour on the phone on a holiday evening, I was infuriated as I spoke to several Verizon representatives who told me that my equipment had not been returned. I reiterated to them that two corporate representatives had come to my residence and retrieved the equipment on June 23, but this did not seem to satisfy them.
The very next day, Saturday, July 5, I received two envelopes in the mail from Verizon FIOS, again indicating I needed to return equipment. They even sent me packing slips to return the equipment with.
I then filed another complaint with the corporate office on July 7. Ms. Barrow then called me and informed me that one of the boxes I returned did not match the serial number of which came with the original install, stating to me that this was because I had exchanged boxes several times in the course of my short 2-1/2 months of service with Verizon. I indicated to Ms. Barrow that she had better check Verizon's records, because at no time had I ever had any boxes or equipment exchanged and that I indeed had returned to her the original equipment provided to me at the time of my original installation on March 29. I further indicated to her that if she were to check service call requests there would be no record of this, as this never occurred. She continuously reiterates to me in all her conversations that I am right and that she is stupid and wrong but still does not seem to have the ability to rectify anything regarding my Verizon account. Lisa now indicates to me that her colleague, Richey Clark, will have to visit the Verizon store on Fowler Avenue to find out what the problem is with my equipment return to prove that I did indeed return it, again after having corporate representatives personally come to my home and retrieve equipment. Again, I still have yet to receive my check for $121.75.instead, I now fear they will try and charge me for equipment that I returned and refuse to issue me the check for $121.75.
In summary, I have had a truly horrible experience with Verizon FIOS that has seriously not only infuriated me but has seriously affected my physical and emotional health. I have spent hundreds of hours on the phone with managers and corporate executives at Verizon and still cannot rectify this situation. It seems to be a lost cause.
I was hoping you could somehow utilize this information to warn other consumers about contemplating a Verizon FIOS installation, before they go through all the headaches and torment I have been through. If corporate executives and managers cannot professionally deal with customer accounts, what are other consumers, who do not take the time to contact these types of individuals, going to do? I know there are thousands of complaints out there with Verizon, but I just wanted to let you know that I am unfortunately yet another Verizon customer who has, in my opinion, been totally scammed by Verizon.
Thank you for taking the time to read this complaint and get the word out to others.
Verizon Representatives Contacted:
Lisa Barrow 813-545-9903
Richey Clark 813-989-7612
Ryan Mull 813-663-0194
Wendy Hodge 813-663-0327
Ms. Delgado and Rita 1-800-483-7988 x 3
George Gerodimos 813-483-1286 Cell Phone 727-239-6700
Anonymous
Seffner, Florida
U.S.A.
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