Complaints

This profile includes complaints for Verizon Authorized Retailer - Cellular Sales's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Verizon Authorized Retailer - Cellular Sales

  9040 Executive Park Dr Knoxville, TN 37923-4607

  
• 

  Verizon Authorized Retailer - Cellular Sales

  2254 Pelham Pkwy Pelham, AL 35124-1315

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  Verizon Authorized Retailer - Cellular Sales

  2136 Cobbs Ford Rd Prattville, AL 36066-7700

• 

  Verizon Authorized Retailer - Cellular Sales

  704 Pelham Rd S Jacksonville, AL 36265-2734

• 

  Verizon Authorized Retailer - Cellular Sales

  81 MCS Blvd Sylacauga, AL 35150

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about 1/23/25, I went to Verizon Store in Ft. Smith to get another cell phone as mine had stopped working. The employee there insisted I get a Google phone which I did not want and that I pay $228.95 sales tax?? After about a month I returned to this store to tell them I did not want this phone, they again insisted I take it. I returned on 1/27, told them I did not want this phone so they took the phone and gave me a Samsung Galaxy S25+ phone. I told them I had talked to Verizon, they told me I was eligible for a phone at no charge, the phone was an S25. But they would not let me have an S25 but kept preparing the S25+ for me, never mentioning price, sales tax or anything else.. I told them that they had messed up my computer during these transactions and they wanted to know how. I am 82 years old, was feeling bullied and disregarded. My phone and my computer was synched so when they removed all from my cell phone, it remmoved all from my computer.. After numerous trips to this store which operated under the Verizon name but is actually Cellular Sales, after requests to get my $228.95 back and refused, I gave up. I had someone else repair my computer and get my contacts correctly on my phone and on my computer. I was told the $228.95 was again, for sales tax when I was not to have any charge per Verizon as I has a no charge upgrade due from Verizon. Cellular Sales had a different idea. Also the man at Verizon who told me I had a Galaxy S25 at no charge due me was named ***** *****, he also told me there would be a $33.34 increase in my monthly bill for 24 months for 125 GB on the S25. The guy at Cellular Sales told me therre was no 24 month programs, mine was 36 months and the monthly payment would be $125+. This man said those workers on the phone were stupid and didn't know anything. At my age 82 working 37 1/2 hours a week, I felt like these folks thought I was some old fool they could run over and that is not the way it is.

  

  Business Response

  Date: 04/07/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business Response

  Date: 04/07/2025

  The customer has notified us that they're declining further investigation into their complaint. In order for Cellular Sales to investigate and escalate the concern, we need to speak with the customer on the phone. If the customer would like further assistance from Cellular Sales they can call us at 877-851-0649 and refer to case # 01002393. At this time Cellular Sales considers this matter closed.

  Customer Answer

  Date: 04/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23169190, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased iPhone 16 Pro Max from this dealer in December 2024. I traded in my old phone iPhone 14 Pro Max as part of a promotion after doing so my bill increased to $1100 from its original $275. I've spent approximately 6 to 8 hours on the phone with their customer service trying to get things corrected and every time doing so they say they've gotten itfixed and it never gets resolved. Finally, I spoke with them one last time and they said the promotion the dealer gave me the day I my phone in was incorrect and I was never supposed to give Verizon my phone and that they are back charging me the credit they gave so now they want me to fully pay off my old phone old phone that's in their possession. Which if I'm not mistaken after that phone is fully paid off it would be my property that they have. The customer service representative. I spoke to blatantly told me the dealer made a mistake on the promotion and then I was never supposed to get thatpromotion, but I'm being penalized for it. The last representative I spoke to turned off my auto pay for me that way it it went withdraw the $1100 out of my account before the bill was adjusted which it never got adjusted to its normal price now they're threatening to turn my phones off because I'm late on the payment even though that's what the dealer told me to do

  

  Business Response

  Date: 04/07/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  Date:04/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recently, I learned that an employee at one of your Verizon retail stores provided account information to an unauthorized user, who is my ex-partner. From my understanding, the employee only verified this person through a text message, which is an insufficient and insecure method of authentication. When I called customer care and spoke to supervisor ***** he confirmed this individual is not an authorized user. I believed this event took place March 22nd ***** was unable to provide me with an exact location. This practice, which relies solely on text-based verification, means that any individual who has access to a phone number can potentially access sensitive account information without any rigorous checks in place. As a result of this breach, I now feel my personal and account security is compromised, as this event has demonstrated how easily account details can be accessed by anyone with basic knowledge of my phone number. This situation raises significant concerns about the effectiveness of your account protection policies and the reliability of your employee verification processes. I trust Verizon as a company that prioritizes customer security, and I believe this is an issue that requires immediate attention.

  

  Business Response

  Date: 04/07/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business Response

  Date: 04/11/2025

  Cellular Sales has received the concern. Cellular Sales Upper Management has reviewed this concern and the customer has been provided with a final resolution. Cellular Sales considers this matter closed.

  Customer Answer

  Date: 04/11/2025

  
  Complaint: 23163671
  
  I am rejecting this response because: a security breach of this type is highly important. Cellular sales is treating this like they do this quite often to be honest. Not only am I afraid of having anyone else on my phone lines but I am also afraid that this person can go in whenever they feel like it and do as they please with my account. I am being harassed emotionally and it is all because Verizon did not do its part to protect my information as no one other than the account holders should know any type of $$ amounts on the account. I can guarantee you a transfer would have happened if I didn't have the past due amount on the account. Verizon employees get way to comfortable and if you "know them" or have worked with them before they will still assist as long as you can verify with a code. I am mentally exhausted over this matter and I am very disappointed that Verizon takes their security and clients information as a joke.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cellular Sales in Bellevue. Completely dishonest about new phone/watch promotions. Overcharged,lied to about free insurance, & signed me up for expensive extras I didn’t want. Although I was told my bill wouldn’t increase, it doubled.

  

  Business Response

  Date: 03/31/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business Response

  Date: 04/01/2025

  Cellular Sales has reached out to the customer to discuss the concern. The details surrounding the customer's experience have been notated and Cellular Sales considers this matter closed.
  

• Initial Complaint

  Date:03/18/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/14/25 my 83yo mother who is suffering from new onset dementia entered this Verizon store to ask about finding a free app on her phone. The salesman, ***** **** **** was able to convince her that she needed a new phone and iPad. She had one payment left on her current phone, and had no need for another phone. ** sold her the item and $250 worth of accessories. After the sale the phone was not set up her original apps to work correctly (we spent hours fixing that) and her Apple Watch that we use to track her movements, keep track of her health and use as an emergency fall risk alerts for the family was not paired and remained useless for days following the sale. ** took advantage of a slightly confused senior citizen with this sale and lack of follow-up. We were allowed a 30 day return, but ** followed Verizon policy and discarded ****** old phone following the sale so that even if we retuned the new items we could not get her old phone retuned.

  

  Business Response

  Date: 03/19/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.
  

  

  Business Response

  Date: 03/24/2025

  Cellular Sales is happy to assist with the customer's concern, however we do need to verify the account and further discuss the specifics of the concern. The customer can contact us during business hours at 877-851-0649, our hours of operation are Monday through Friday 8:00 a.m. to 8:00 p.m., Saturday 8:00 a.m. to 6:00 p.m., and we are closed on Sunday.

  Customer Answer

  Date: 03/26/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23079109, and will work through this complaint with the business. BBB may close this complaint as if I’ve said the response is acceptable.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:03/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a claim for my elderly parents ***** and ******* *******. ***** went in to the Shelton Verizon store on Dec 4th for technical help with her phone. The associate ****** ******** proceeded to tell her phone was bad. He sold her a new phone, added a new phone line and insurance. He also took her phone without a factory reset. It had all her banking info and confidential information. This is elder abuse! Having her unknowingly sign an agreement for services not needed. She is still being charged for the phone she no longer has. We contacted the FCC and the ticket number is 7705726. They had executive relations LIYAH assigned to our case but we are having trouble reaching her to get this resolved. Verizon needs to make this right. They have cause a lot of unneeded stress.

  

  Business Response

  Date: 03/19/2025

  Cellular Sales has received the concern and will be contacting account owner per Verizon security policy to assist with navigating a resolution.

  

  Business Response

  Date: 03/24/2025

  Cellular Sales is happy to assist with the customer's concern, however we do need to verify the account and further discuss the specifics of the concern. The customer can contact us during business hours at 877-851-0649, our hours of operation are Monday through Friday 8:00 a.m. to 8:00 p.m., Saturday 8:00 a.m. to 6:00 p.m., and we are closed on Sunday. 
  
  

• Initial Complaint

  Date:03/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/29/2024, the Cellular Sales store at 7600 Kingston Pike, Ste 1048, Knoxville, TN, 37919 was running a Black Friday Deal where if you switched over from current provider (we were with AT&T), you would receive promotional credit for the full retail amount for the phones we selected (no trade-in required). We spoke with a sales agent named ***** who reassured us this was the deal and we would not have to pay for the selected phones - he said the deal was only being run for that day Black Friday, 11/29/2024 and we would not have the chance to get the promotion until we signed up right then and there. So we went ahead and signed up for 6 Verizon lines with 6 new phones on 11/29/2024 with *****. Then, upon receiving on bill there was clearly a mistake and we were only receiving partial credit for 5 of the phones and only 1 of the phones was receiving the full credit. We reached out to Verizon Customer Service via phone and they informed us that that they can see the promotion that should be applied but could not apply it and that the store (Cellular Sales) would have to apply the correct promotion to the phones. Upon reaching out to ***** at the store, a case was submitted (#00987394) and I was reached out to via phone by Cellular Sales - *******. We walked through what the correct total credit difference we aren't receiving is ~ approximately $1590 total or between $1500-1600. And ******* submitted a request for that amount. Recently Cellular Sales reached out to me via phone and let me know that the request has been rejected and there is nothing further that can be done. I've asked why can't they just pull up the promotion that was being ran on that day - they most obviously have data and information on promotions ran - and apply the credit but they refuse to. I am requesting to be credited the correct amount that is owned (approximately $1590) based on the promotion that was communicated to us and signed by us on 11/29/2024.

  

  Business Response

  Date: 03/14/2025

  Cellular Sales Upper Management has reviewed this concern and the customer has been provided with a final resolution. Cellular Sales considers this matter closed.
  

  Customer Answer

  Date: 03/14/2025

  Hi,

  I am not satisfied with this response. And this is not a professional response. The receipt files I provided show the credits that should be applied to each line, however, now they are refusing to actually apply those credits... how is this even legal?

  Thank you for you assistance.

  

  Business Response

  Date: 03/17/2025

  Cellular Sales Upper Management has reviewed this concern and the credit request was denied because the customer is receiving the promotional amounts they qualify for. This is also because of signed documentation that outlines the costs of the devices that the customer agreed to at the point of sale. This is the final resolution and Cellular Sales considers this matter closed.

• Initial Complaint

  Date:03/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On december 5th i went into the verizon store to move my husband and I's service from tmobile to verizon. I told ****** what I wanted and around what amount I could pay a month. She assured me my monthly bill with autopay would be around $170. She asked me if I wanted promotional perks and I said no we are on my parents Netflix and such. We traded our two phones in for new phones for a promotional credit. I paid around $400 in taxes for the phones and initial fees before i left the store. In january my bill was set to come out of my account at almost $400. I contacted ****** and she said the trade in credits for my husbands phone weren't applied and she'd submit a form and to check back in a week. This is my last time speaking to ****** as she is actively avoiding me. At this point I contacted customer support. And they told me they never recieved that trade in. And also that there insurance and promotional perks on my account that im paying for thay i did not want. I stop by the store and an employee told me ****** was bragging about ignoring me and likes to put things on people's accounts without them knowing but they cant do or say anything cuz they need this job. I got the general managers number and called to file a complaint and he told me I was bold making accusations and he wouldn't file a complaint. Long story short, this is month 3 of my battling with customer support and the store and everyone at the store says I need to speak to ****** and she is never there when I stop by and never returns my calls to the store and doesn't respond to her direct number. I have more than overpaid them every month. Have screenshot of customer support also telling me incorrect things. Ive signed documents twice saying my bill will be lower with customer support and then it's up again. Customer service said they could lower my bill bygoing down a plan and assured my we would keep trade in credits and the store says now my bill is high because the trade in credits are gone.

  

  Business Response

  Date: 03/13/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business Response

  Date: 03/13/2025

  Cellular Sales was able to reach out to the customer and provide a viable resolution. Cellular Sales considers this matter closed.

  Customer Answer

  Date: 03/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23046082, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in December 2024, my elderly father visited a Verizon branch to be added to my phone account as a new line. We were informed that, as a new line addition, he would receive an iPhone 15 Plus for free. Unfortunately, the branch did not have any iPhone 15 Plus phones in stock, so the associate offered my father an iPhone 16 Plus instead, also for free, because he was being added as a new line. However, when we received our January bill, Verizon charged us for the phone. We called Verizon in January, and the representative acknowledged the mistake, advising us to pay the bill and promising a credit for the phone amount on the next month's bill. Despite this, the February bill still included the charge for the phone. Upon calling Verizon again, we were told that the phone was being provided at a discounted price, and we would need to pay the remaining amount over 36 installments. Since it was now beyond the 30-day return window, they claimed there was nothing they could do. My father is on a fixed budget and cannot afford both the phone plan and the additional charge for the iPhone. I wish they had corrected their mistake rather than misleading us and waiting until after the 30-day return policy to inform us of the situation.

  

  Business Response

  Date: 03/10/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  Customer Answer

  Date: 03/17/2025

  I was contacted by Verizon and the complaint has been escalated to management to see if I can get a credit for the phone. 

  

  Business Response

  Date: 03/25/2025

  Cellular Sales was able to reach out to the customer and provide a final resolution. Cellular Sales considers this matter closed.
  

• Initial Complaint

  Date:03/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A cellular service representative assured me that switching to a business account would keep my bill the same as my current setup—split between a Verizon individual plan and an Xfinity plan with four lines. Additionally, I was promised a $1,600 account credit ($400 per new line). As part of the switch, I also traded in all my older equipment. However, I later discovered that the representative signed my name on documents without my knowledge. I have reached out multiple times to the representative, their manager, two district managers, and customer support, yet I continue to get the runaround. Most recently, I was told that unless I signed a release, I would not receive the credits that were initially offered and that I needed to contact Verizon directly. This has now been going on since Dec 20 and needs to be resolved correctly.

  

  Business Response

  Date: 03/10/2025

  Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

  

  Business Response

  Date: 03/25/2025

  Cellular Sales received the complaint and replied on 3/10/25 that we would be contacting the customer to attempt to reach a resolution. Cellular Sales has provided a final resolution to this customer and considers this matter closed.