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Verizon FIOS Complaints & Reviews - Bait and switch

Verizon FIOS Contacts & Informations

Verizon FIOS

Posted:    Thomas N. Toscano

Bait and switch

Complaint Rating:  100 % with 14 votes
On August 29, 2007, I ordered Fios over the phone. I wanted internet and television service. I was never interested in their phone service. I went through my choice with the rep and got a price of $87.97 plus taxes which I was told would not amount to more than $5 per month. I also recorded this phone conversation unbeknownst to her which is legal in NY. Before install I added a DVR box which should have cost me no more than $7 more than the regular box per month so I expected my total bill to be around $100 per month. The service was installed as promised on September 13 at which time I canceled my account with Cablevision. I am very happy with the quality of the service overall. Unfortunately, my first bill was $183 for the month which was automatically charged to my credit card and I have not received a paper statement detailing the charges.

When I called to complain I was told that I had subscribed to some virus package that was $8 per month and some game service that was $20 per month. I did not. I believe the tech that installed the service set up these features which I never used. I was then told that the $87 price I was quoted included a reduced internet rate that was not given to non-phone customers. I then played the tape for this customer service rep. She continued to inform me that the rate quoted was not available to me since I did not have the phone service. I then threatened a Public Service Commission complaint and she put me on with the disconnect department. (This is the short version of events that took place over about 3 phone calls with lengthy hold times. Total time on the phone in all of this was over an hour.)

I played my tape for the disconnect department rep who informed me that he would give me a lower internet price although the price was still not the $87.97 originally promised. He also told me that I have to call every 3 months to renew this price and that it would only be locked for a year (the original quote was for 2 years.) I genuinely believe that this whole experience was the typical "bait and switch" scheme. I highly recommend that anyone signing up for Fios tape the phone conversations with their reps as I don't believe the company is upfront and honest.
Comments United States Satellite & Cable TV
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 10th of Mar, 2008 by   Chris 0 Votes
I too have been scammed by VERIZON. Is there anyone out there that has received the flat panel tv Verizon promised with the purchase of the TRIPLE PLAY? We ordered the bundle in January of this year. To date, we have not received a TV but we have received screwed up invoicing, the run around and incompetence. If I were a lawyer, I would be preparing to file a class action suit. I would love to hear from anyone else who fell victim to this scam.
 24th of Mar, 2008 by   John B. +1 Votes
i just received my free 19" "Sharp" tv only to find out that i guess sharp changed their name to Magnavox, because that's what they sent. and when i called the promotions department they told me there is nothing they can do since i already accepted the TV, by accepted they mean that my roommate signed for it, not knowing what kind of tv i should of been receiving. And i can not return my unopened magnavox for the TV they originally promised. this is BS! If anyone knows of something that i can do, please post!
 29th of Mar, 2008 by   joanna cox +1 Votes
I SIGNED UP DEC 27 FOR THE PACKAGE DEAL WITH THE PROMISE OF A 200 GIFT CERTIFICATE TO BEST BUY.

AFTER ABOUT 15 PHONE CALLS AND SPENDING HOURS TALKING TO COMPUTER I STILL DO NOT HAVE MY CERTIFICATE NOR EVEN A LETER. I DO HAVE A CONFIRMATION NO. BUT A LOT OF GOOD IT DOES.

THE ONLY ANSWER I GET IS THAT THE PROMOTION DEPT IS WAITING TO HEAR FROM BILLING.

WHAT A CROCK OF U KNOW WHAT. IT WAS A GIMMICK TO GET US TO TURN OVER FROM ANOTHER CABLE CO WITH A PROMISE THAT THAT HAVE NOT HONORED.

AND TO TOP IT OFF MY FIST BILL WAS 30.00 HIGHER THAN IT WAS CALLED FOR.

I HAVE WRITTEN TO THEIR PROMO DEPT DORECTLY AND ALL CALLED ABC ACTION. TO DATE NO REPLIES FROM ANYONE.

MY NEXT PHONE CALL IS TO CONSUMER FRAUD AND THE BETTER BUSINESS BUREAU ALING WITH A COMPLAINT TO MY CONGRESSMAN.

SOME HAS TO PUT THE CONGLOMERATES IN THEIR PLACE.

AND TO TOP
 12th of Apr, 2008 by   Mike St. Germain +1 Votes
On December 10, 2007, I ordered a bundling of fiber optic (FIOS) internet services (TV, FIOS Internet, and telephone) from Verizon in order to qualify for a free Sharp $399 LCD TV promotion. It has now been over 4 months, and I have not received the promised promotional item, nor any document that confirms if and when the item will arrive. My wife and I have made approximately 20 phone calls to various Verizon locations, averaging 30 minutes of our lives, per call, in attempts to resolve any issues that Verizon may have, although they don't seem to have any issues, other than they do not want to deliver the promotional item. Unlike the cable companies, there is no local Verizon store that I can visit to attempt to rectify the situation. Only endless minutes on hold while I am shuffled to various 800 number locations for more apologies and misinformation.
Note, I am very pleased with the FIOS product (highly recommended by Consumer Reports), but that should not allow Verizon to renege on their promotion promises, just because the customer has no practical way to follow up. It is a horrible business plan, and Verizon should be monetarily punished.
This deceptive advertising practice by Verizon's full page ads promising $400 TV's should be immediately stopped and Verizon should be admonished for the way the are treating their customers. I would like my Sharp 19" LCD TV immediately forwarded, and a sincere apology from a manager at Verizon for the despicable way my wife and I have been treated.
 23rd of May, 2008 by   Frank Riszo 0 Votes
I ordered service in December
Installed in January
As of May, no TV
Filed a complaint with my state's Attorney General
Verizon finally acted - overnight delivery of my TV, and 2 free months of service
Encourage all to do the same!!!
 27th of May, 2008 by   Barbara Henning +1 Votes
I was quoted $124.99 a month for tv, internet and phone. My bill was $178.00. I paid $182.00 which I thought I owed and then they cancelled out service. My husband is an invalid so I paid $286 via phone so he could have his tv. I can't get my $182.00 refunded. I have spent 3 hours on the phone. They are now telling me I owe a cancellation fee. I don't have a contract - never did - just a work order which says nothing about a cancellation fee. Terrible service from uninformed people. A rip-off. I have gone back to Bright House. I am thinking about small claims court and the FCC.
 27th of May, 2008 by   Barbara Henning +1 Votes
See my comment above. Now they tell me I can't have the tv.
 27th of May, 2008 by   polly berteling +1 Votes
Last Novemer Icalled FIOS and complained that was being billed an ernormous amount of money for PAYVIEW. I never ever use this serice and asked that they put a block on mt accont. It was never done. Again I called. And nothing was done.
I called again and they told me theyb were sorry and would put a block on mt set and reimburse what i paid.
Again nothing was done. I called again. They apologized again and said they would call me by the end of yhe week. I have yet to hear from anyone.
A Ms.Stamper told me to call if they didn't and gave me a number that was someone's cell phone.
I have all my accounts with you and I feel that I am being treated poorly.
I tried calling again today and I, ve been o hold for 73 minutes.
Won't someone please get in touch with me or I will have to go elsewhere.
 24th of Jul, 2008 by   notgonna getit +1 Votes
I was bait and switched as well they told me i had 30 days to sample fios without beiong charged cancellation fee and now they are trying to charge the fee when I cancelled before 30 days and they have records of me calling twice before 15 day period - I was checking to confirm the 30 day grace to sample service...

Anyone interested in a class action suit?
 10th of Aug, 2008 by   Christopher Edwards +1 Votes
Like many others here I signed up for Verizon’s triple freedom package with the $200.00 Circuit City Gift card promotion In March 2008. Until this day of the posting I have not received the gift card. To others out there don't fall for the scam. Our service is great, much better than the Direct TV service we had but we haven’t got everything promised to us.
Last summer we signed up for with Verizon to get Direct TV because Fios was not yet available in our neighborhood. This was with the understanding that when Fios became available we would be switched over with no additional cost which we were not. Earlier this year we received numerous letters from Verizon stating that Fios was now available in our area and to sign-up. I made several calls asking to have service installed, and were told that it was not available yet. Even though we kept receiving literature in the mail. Eventually after two weeks we were told by a Rep that it was available and that we also qualified for a $200.00 gift card promotion for Circuit City. We did not ask about this promotion we were told about it. We signed up and ordered our package but were told that there was a shortage of HD boxes so we would have to wait at least two weeks for installation.
Installation was a breeze took about 3 hours for 5 rooms. But where the problem came in was after a month and trying to call and see the status of the promotional item. I was told that we should be receiving a letter in the mail stating the status of our promotional item. Months passed and no letter. I finally called again two weeks ago and asked why I had not received the gift card yet. I was told that we should have received a letter which I had not, even though I have received several bills formed them, so I know they have my correct address. After about an hour and a half on the phone with 7 different reps, yes 7 (I guess it takes that many people to telling you nothing) I was told that that even though I qualified for the promotion it was actually over. I was told after being placed on hold once again that there was nothing that they could do about the gift card, but they would take $16 off the bill for the ext 12 months. I told them that was unacceptable and they had broken there contract with me. I told them that I want to talk to a supervisor and was told that I had to leave my name and number and that a supervisor would get back to me in 5 business days. It has been 2 weeks and I haven't received a call.
If this was the other way around and I was late on a payment which I never am, they would have disconnected my service and sent my account to a collections agency. I am growing tired Verizon and other big businesses promising services and not delivering. I am still going to pursue getting this item resolved with Verizon in one way or another. But everyone out there be cautious about false claims and promises and get everything in writings from these crooks, buyers beware.
 6th of Mar, 2009 by   riley +2 Votes
I received the triple package from verizon for tv, internet and phone for 94.99 well lets just say not once has my bill reflect that payment I informed them i will make a payment when they ajust my bill however by the time my bill was adjusted they block my services and start charging me individually for each item which bought my bill to 169.00 I am 81 years old raising three grandkids the oldest 13. Going into this arrangements i told them i can only afford this deal for 94.99 so why would they start charging me more than what they say my bill would be I know the toltal would add up to around 120 per month which is what they told me. I am happy in a way they did this because it shows that verizon is a rip off and charged ridiculous amount for their services and it also shows they do not care about customer satisfaction
 7th of Mar, 2009 by   John Stelwagon +1 Votes
3/7/09 Happened to me too. Won't bore you all with the details but the highlights were that one of their subcontracted marketing agents said we could get the "sports package" listed for $7.99 a month but that it would include the NHL Center Ice package AND the NFL Sunday Ticket (that should have been a clue Sunday Ticket is exclusive to DirectTV!). It seemed too good to be true - so much so that we called 12 times before instillation to confirm. Along the way we spoke to 12 different reps & their managers (no long a mistake but conspiracy?) Once hooked up we obviously got none of what we ordered! We are negotiating with them now to get the dollar equivalent of their misrepresentations. The fact that so many different reps made the same "mistake" and the fact the the rep we are talking to now all of the sudden knows all the answers and is willing to negotiate compensation for the "mistake". After 12 calls we are now instantly lucky enough to find a rep that knows the answers? I think not - bait & switch all the way. I don't know about you all but I am sending a more detailed description to the New York State AG's office.
 4th of Jun, 2009 by   Verizon FiOS MCI = All Immoral and Bad 0 Votes
Companies tend to retain their same personalities and that they have a general character makes companies somewhat like people. Much has been written on the analogies between companies and persons.

Verizon has always been, is now, and is very likely to forever remain a company without integrity, devoid of honesty, lacking in remorse, while destined to its own destruction as long as it is true that no company that treats people as it does can persist indefinitely.

I say to Verizon -- all Verizon executives, top Verizon managers, and those Verizon employees who remain there upon discovering Verizon's evil character and lack of integrity: YOU VERIZON MAKE THE WORLD A WORSE PLACE, YOUR CONSCIENCE (IF YOU HAVE ONE) KEEPS TRACK OF WHAT YOU DO, WHAT YOU DO TO CONSUMERS IS WRONG, CORRUPT, and YOUR BEST OPTION IS TO QUIT YOUR JOBS AND FIND MEANINGFUL AND GOOD ONES and begin the healing and recovery process and recognition and full acceptance of the truth of what you have done. Unfortunately, many of you top executives at Verizon likely do not have much of conscience, which is why you find yourself reading complaints like this one.
 8th of Sep, 2010 by   Turned off in NJ 0 Votes
I too have been scammed by Verizon Fios, but in a different way. I signed up for the Fios Triple play and after less than a year, Verizon announced that it was dropping ten (10) TV channels from the original line up. They then announced they were dropping a whole bundle of music channels that were in the original package. I consider it a "Bait and Switch" which is illegal in most jurisdictions, shabby business practice to say the least. Now I am locked into a contract for another year while they continue to water down the service for which I contracted. I am going back to Comcast as soon as i am able to do so without monetary penalty, and urge everyone else to do the same. If you are considering Verizon Fios, I suggest you re-consider because shabby and shady business practices will haunt you. Stick with a reputable company.
Tim
 13th of Aug, 2011 by   disappointed customer#2 0 Votes
I'm very disappointed with the customer service received within the past month regarding the recently change to my service. I have been a long time Verizon customer and I recently changed my service to include FIOS TV (Triple Play); I initially had FIOS Internet and Telephone service.

In June 2011 I called Verizon to inquire about the Triple play bundle after receiving an advertisement in my monthly statement, as I explained to the representative I was looking to consolidate the 3 services to save money. It was stated that the offer I called about was only available if ordered online for $84.99 but the representative stated that she would honor the offer by putting together a package that would include several promotions if I were to place the order that day while on the phone with her. What was offered over the phone was free ShowTime/Starz for 1 year, 2 HD boxes free for as long as I remained a customer, free HD DVR for 1 year and 2 digital adapters for $3.99 each. In order to get the package down to the $84.99 range she offered a $20 valued customer discount for 1 year.

In July I received my first statement, which included a charge for ShowTime/Starz and a charge for the HD boxes. I called and spoke with a service representative and a supervisor; the bill was corrected to reflect the initial offer and I was told the adjustment would be for 1 year at no charge for ShowTime/Starz.

I received the statement for August and again I have been billed for ShowTime/Starz. I called and spoke with a service representative and a supervisor (Tyler Finley) and was told that the charge would not be removed. I explained to the supervisor that I called last month for the same issue and I asked that this be corrected once and for all; my request was denied. I was told I would have to pay or the promotion would be removed from my package.
 22nd of Sep, 2012 by   Robert P. Kelly 0 Votes
I called Verizon to tell them that the free weekend of movies had expired and we were still getting them. Rep told me that they would stop at midnight that day, Monday. She then asked if we were going to stay in our house for 2 more years and I replied yes. She told me to go to page 3 of my bill and went over it line by line..we have quad pay and the total is $144 per month. She said with a 2 year commitment she would reduce our bill to $129 per mo. PLUS send us a $120 gift card, increase the internet speed to 35/35 and include free showtime 8 channels and 4 other free movie channels. This sounded great and I agreed. She said she would send a confirmation email and I went on their computer to agree to the changes, which, thinking back, were vague and didn't cover the above details. When the email arrived there was only reference to triple play and we have quad play. I called and spoke with supervisor 1 day later and she advised me that our cell wasn't included in the offer???? We get every movie channel that Verizon offers which we didn't before ( not even on the free weekend) and the supervisor who gave me her name and number won't even call back when I leave message. I emailed her supervisor for the Western Region and received an email that simply stated " I've got it". That's it. They've got me for the time being. I don't know how much anything is going to cost but I do know that there's a $230 early termination fee which I'll be happy to pay to get away from this company. I guess I'll pay the extra for a couple of months and my wife can watch the movies. Also we'll wait for their gift card if it in fact even exists...which will make it cheaper to exit their company. The best way to deal with unscrupulous companies is to take your business elsewhere. Verizon will lose our business due to bait and switch tactics and lying to the customer. Very poor sales training.
 12th of Apr, 2013 by   agapae 0 Votes
Anyone who signs anything with Verizon is signed with Satan himself. I hate them with a passion, the do whatever it takes to extend your contract so you can't leave. I enquired about their hotspots and told them I didn't want a contract, and the guy said no its not a contract its just a device that allows you to connect anywhere so I agreed and they said I could return it whenever, which was a lie. I told them it was giving me trouble, and didn't want it, and now they are telling me that there us an early termination fee, and I told them what was said to me and they said they never said that. Then I called star six one one. The woman manager said I could return the devise and would wave the fee, but of course there is no notes, and again they are calling me a liar. This company needs to be taken down. I don't wish anyone on this evil company. I was promised a phone call from a supervisor which they called the land line which no one answers that line, so that's no good and convienyently never left a message. I'm serious I want to take legal action, force them out of forcing contracts. I'm a single mother of a three year old little boy. I need to fight them so they can't take that money from my son. Gabs5683@gmail.com for anyone who can help me. I need something I can use to make them wave the fee as promised by the rep that I talked to on the eighth of this month between 1240 and 130. Please help me. I can't do this with them.
thank you,
beth
 12th of Sep, 2013 by   dclayman 0 Votes
I fell victim from Verizon Fios bait and switch. Was given a price for 5 tvs hooked up with 5 hd boxes, Internet, and phone for a little more than I was paying for Time Warner Cable. Got my first quote bill and it was 142.99 and I was told I was guaranteed that price for 2 years and not be charged a service fee if they had to come over and do any repairs. Boy was I just screwed over got my bill and saw that it said two month promo. Called and they said no our monthly bill would be 218.00 I said why would I have said yes to pay more money with Verizon than Time Warner??? They need to start a class action law suit!!! That's bull crap!!!

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