verizon fios Consumer Complaint

Customer Service

Wow!!! Talk about the worst customer service in the world they out did Sprint. This is day 4 on the phone going into the second hour on hold..If you want Verizon Fios think twice because they have no customer service and just when you think you get to talk to management. The person on the line really just put you right back where you started. Back to the holding game again, just to talk to another untrained person who can't help you either..Than they send a tech guy out to the house another untrained worker. First, he shows up on the wrong day and makes issue's worst. What he was suppose to hook he didn't even do..then they say you can't get DVR in each room, they forgot to mention if you have HD receivers it won't work on your flat screens..which they have been charging extra for something we couldn't even get. Wow!!! Verizon you may want to pull you CEO's head's out of their asses pay them less and pay your customer service reps more..maybe they would actually care about your customers who call in with one simple issue and know how to help. What kind of training do you have over. I so don't recommend Verizon Fios'...Just stick with the guys who know what they are doing in HD world, "Direct TV." I want you back.

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By texan08
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Comments - Consumers and Companies Connect by Commenting

rsaunders says: (1 week ago)

Thank you for your comment. I was thinking about changing from Direct TV.Now I think not...

jcysneiros says: (2 weeks ago)

On January 31 2008 I signed up with Verizon for its triple-bundle promotion that entitled me to get a free 19’’ HDTV by obtaining Verizon’s Internet, Phone and TV services. The service would require a two-year contract in which I’m still honoring. Not familiar with all the new Verizon TV services (there are quite a few) I decided to optimize my bill to something equivalent to what I had prior signing up with Verizon. I made some changes to my services by increasing my TV package and reducing my Internet speed to keep things under a reasonable amount. My total bill was still above and beyond the initial agreed service of $99. After 12 weeks (suggested was 6 to 10 weeks wait period) I started calling Verizon about the status of the promotion gift. As you will see in my log (up to item #5) Verizon never explain that my eligibility jeopardized because I changed my service before a 30-day must-maintain-service required period. I was never aware, nor was I ever informed by Verizon that by downgrading my internet services I would become illegible for the promotional gift. From April, 9 2008 (Item #5 from the log) to July, 29 2008 (Item #6) I waited in vain for Verizon to send me my promotional gift as they said they would. I even discussed with a Verizon manager that I was concerned that the changes I had made to my Internet services were affecting my eligibility. That employee told me that it should not since my established services more than compensated for the internet downgrade. After calling Verizon on Aug 4, 2008 I basically was told that I lost my eligibility for the promotional gift and that Verizon would not honor the free gift in any way. Form poor TV quality to an unbearable customer service, I’m discussed with Verizon lack of character and commitment to its loyal customers. I should have been told that I would lose my promotional eligibility if I changed services within the 30 day period. It’s like they hid that information so they could easily make customers illegible for the service. I deserve the TV as promised because on the grand scale I am more than paying for the original agreed service of $99. Plus now I am locked in a 2-year contract and I cannot break my services unless I pay a $199 early termination fee.

gkunz says: (2 weeks ago)

Horrendous-Nightmarish customer service. No time during the install or disconnect (due to a move) was I told that I needed to return a router. A considerable time after vacating my apartment I was sent a letter telling me that I would be charged for non-return of this equipment. Following multiple lengthy waits to speak to customer service, not one but two very combative and discourteous FIOS employees accused me of "disposing" of their equipment and told me I must pay. Explaining I would have been happy to return it had anyone requested this of me prior to my vacating the apartment, they continued to insist I pay for this router. Apart from this, the first billing information I received from FIOS was a notice that I had been turned over to collections. No bill, no email notice nothing. When I pointed this out to customer service, they essentially told me I was lying. Nightmarish...stay away from these folks. It is not worth it

Yancey says: (3 weeks ago)

I was reading these comments and it's funny, we all have the same experiences. I have had verizon FIOS for about a year. They also did the bait and switch, told me I was getting a bundle pack, I could expect my first bill to be more then it would go down. It did not go down, I called today because I awoke to no television or phone at all. I call customer support who has to transfer me to one department, that transfers me to another, that transfers me to another. My first hold time was 37 mins to find out that I went in a circle and ended up in the same place I started. My total cell phone time them this morning was 3 hours at which time I was told that they fixed my billing and I would have service within 2 hrs. Get home from work, 6 hrs later, still no service. I called back to be told that the order to reestablish service went in as a new service order and a tech was scheduled to come out on Tuesday????? Then they told me that the reason I was not getting internet was because of the way the order was in...they are telling me this while I was on line. I had no problem w/the internet, it was my television and phone that had no service. TO make along story short...Verizon FIOS sucks the big one. They do not get their reps the training they need to provide good service or any service at all for that matter. I honestly don't beleive that they hire inept reps, I beleive they don't care enough to get them the training they need to make them effective in what they do. I called a new provider and start service with them on Monday.

taken4aride says: (3 weeks ago)

After my horrible experience(still going) I have decided to vent about how bad Verizon is whenever and whereever I can. You try to understand the fine print, but there is so much of it...for a reason. You do not realize there will be a problem until after your 30 day window to cancel is over...for a reason. As others have stated Verizon uses bait and switch. The salespeople tell you whatever they need to knowing that by the time you find out it is not true YOU ARE STUCK. I was promissed a $200.00 gift card, but will not receive one. I called and asked if I qualified and was told yes, but afterwards was told I already had Verizon phone and had to get all 3 services new. Why (after I specificaly called and asked did they not tell me that in the first place...there is a reason. I signed up for "the bundle" and was told it would cost around $150.00 aq month (114.99 +taxes etc) my first bill???...$360.52. It was supposed to be 1 easy to read bill....11 pages long...charged me for all sorts of things I couldn't make heads or tails of. The service reps (as others have said) take no responsibility for what they or each other say. IT IS A TOTAL SCAM and I fully believe they have it set up that way. After many calls to correct all this (if they didn'y flat out hang up on me) it is still not right, and they JUST DON'T CARE. I have called Virginia consumer affairs, but it does not look like they are going to help the situation. I've called Verizon and told them I will be writting letters to the editor of my paper and they said "go ahead" I have an excellent credit rating and have never defaulted on a bill in my life, or even complained about a company before, but this has been a truly HORRIBLE EXPERIENCE. I do not know where to turn at this point this is a terrible injustice. ARE YOU LISTENING VERIZON STOCKHOLDERS??????????????

Penn says: (1 month ago)

I also agree with the posts above. Verizon Fios has terrible service. I received an HD DVR and installed it and activated it. A day later the box died and a technician over the phone tried to have ME fix it for an hour. When that didn't work, they set up a tme for a tech to come on a Friday night - no one showed up and no one called to tell me the ticket had been sent to the wrong department. I then spoke with a supervisor who assured me if I stayed home the next morning the tech would come. No one showed up again - just a message after the fact saying they weren't coming at all. Great, after 3 hours on the phone with Verizon that is what I get. Cancel or don't buy Verizon - go with Direct TV or Comcast.

OnlineReviewerz says: (1 month ago)

This post is right on it. I had FIOS internet installed, supposedly, but the technicians left the same day without my having an internet connection whatsoever. Since that "installation" day, I've experienced more downtime than not. When I do have a connection, the Verizon speed test shows a "blazing" 1/4 out of the 20/5 service that I ordered. How about a 1 download speed for "blazing"? As for customer service ... well there is none. I've literally spent hours on the phone with Verizon, and yes, I eventually end up at the same place I started. In short, Verizon FIOS internet service stinks and there is NO Verizon customer service. Look for another internet service provider unless you're heavily stocked with Tylenol and blood pressure medication.

iamnjt says: (5 months ago)

I couldn't agree with you more. It took from June 2007 to Dec 27 to actually get this product that they came to my door selling with promises of promortional gifts. After a story of lost orders all to horrendous to repeat here, it was finally installed. The Triple Play Package. After more calls and being on hold and promises of resolultion - i am no closer to getting my promotional gift than I was last year. Does the govenment monitor this stuff at all???????? Its a business promise - this for that. They have no problem getting all the right billing to me from the first month of install but will I ever get my FREE TV???

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DetailsReview Rating: 1 out of 5
Reviewed By: texan08
Company: verizon fios
Product: Fios
Date Added: 5 months ago

verizon fios Consumer Complaint