After visiting three other Verizon wireless stores in Rockville in an attempt to return my outdated FOIS equipment, this store was able to help me out just fine. This store is an official Verizon equipment drop-off location. As all of us want to get back to the way things were before COVID hit in March, 2020. Waiting for customer service and/or technical assistance either in person or on the phone is NOW the norm. We must be patient with one another while we wait. Plan accordingly. read more

Verizon is billing me for perks that I did not request ongoing for six months. There is no way to speak with a Life person. You can schedule a call back three days from the day you called, but they don't call you during the timeframe you request. I will simply have to change providers for FiOS. read more

Verizon Fios Store - Bill - Internet Service Providers Near Me - Gaithersburg, Maryland

Been with Verizon for 7 years never had issues with them till they decided to increase our plan without telling us. Then when we call them about the increase they said they don't support that speed anymore so they send us new modem. Ever since the new modem the Wi-Fi keeps crashing. And it supposed to be newer faster speed. Calling them multiple times. Keep getting a robot to fix the problem. Well problem still is not fix. Paying more for garbage speed. When the old system works perfectly fine. Their customers service sucks read more

Verizon Fios Store - Garbage Modem - Internet Service Providers Near Me - Gaithersburg, Maryland

Absolute garbage work by their technician. He installed the router in my garage below a steel reinforced concrete floor and behind a steel security door. I have not had working Internet for over a month yet have paid $175 in charges. Look at that ridiculous install. read more

Verizon Fios Store - This is directly below a steel beam and steel reinforced concrete ceiling - Internet Service Providers Near Me - Gaithersburg, Maryland

I signed up with Verizon food about a month ago for my apartment and every experience with them has been awful. Supposedly, account members aren't given access to their account number so when I was having troubles accessing my account, customer service representatives couldn't help because no account number was connected to my service. After spending three hours on the phone with customer service, I tried logging back into my account, but they had changed my password and security question. When you change both things, you have no way of accessing your account besides waiting for them to MAIL instructions to you. This was extremely frustrating and concerning because I'm not sure who exactly changed my settings and my bank account is linked to my account. I am extremely frustrated with how complicated this process has been. It shouldn't be hard to install wifi, but it's been a very stressful and time consuming process,m and has deterred me from using Verizon for any other services. read more

We have been a Fios customer since there was a Fios. Things worked well enough for our needs but then we started to get random outages that grew progressively worse. So I called them up for tech support and basically they don't have tech support for old systems and want to sell you a new plan. Ok so far so good, but then I wanted to drop TV and that's where it started to go sideways. I was passed on from one chat to another all with the same reassuring canned messages. We'd get to an agreement and then I'd look at the proposed bill and still see TV there plus some new add ons. Finally after hours (yes hours) I got an agreement that reflected what we talked about. A few days later I went to the my Verizon and saw TV still there with my same bill. Supposedly I have my new 1Gbs system, but no one was here and the highest clock I've got is 200 Mbs. Well that's faster than what I had but not what I'm paying for. If I had this to do over again, I would have started with a new provider. At least your treated like a customer then. I'll keep after them, but I suspect I'll have to switch when they don't adjust my bill. read more

I'd rate a 0 if I could. I spoke to James a Verizon fiOS staff to cancel my service. it was 3 days into the next cycle and now I'm being told almost 2 months later I owe $79.00, "it's the law" that we charge you. exactly why I left Verizon because they are dishonest and overcharge!! beware before you sign up. read more

Poor aero while trying to buy new watches. Didn't receive itemized cost estimate nor details of trade-in. If you want to buy Apple products go to an Apple Store. Avoid this one. read more

I called Verizon FIOS on July 6, 2019 and spoke with a female representative. She told me Verizon FIOS offered a 60 trial period called Verizon FIOS Test drive but she failed to explain to me that bill would more than double from $79.99 per month to over $180 per month after the 60 day trial period. She also lied to me and told me I would be provided with a free 45" TV on the day of installation. When the installers arrived on July 7, they laughed and told me that the sales representatives were trained to lie and say anything to get a customer to sign up for services. They told me that the installers never carry the tvs on the truck and I would not receive the "free" tv for 30-60 days, so I had to go out and obtain my own second tv. Verizon FIOS TV tried to take my monthly bill from $03 per month to $182. When I called customer service and explained I was a senior retiree on a fixed income, they clearly did not care, it was totally about trying to extract as much money from me as they could. Again, the sales representative also lied to me about receiving the "free" tv on the day of install. It was shipped to me about 35 days after the initial day of service, which was July 7, 2019. Verizon's advertising on TV and radio advertises a price of $79.99, which is a total lie and misrepresentation. My first bill was $13 per month after I paid $199 to buy a router from Verizon rather than renting one for !3 per month. Verizon takes pride in taking advantage of seniors like me who are on a fixed income. Today, I reluctantly paid $133 per month with absolutely no movie channels rather than agreeing to pay a $350 early termination fee. Verizon is a dishonest company that uses bait and switch tactics to take advantage of seniors. Beware of Verizon Fios. read more

I've been a Verizon Fios customer for numerous years. I called them because my paid channels were showing pix last like a puzzle. I stayed on the phone with them for hours showing them through an app it was not working after a month+ of this activity. They sent a technician over and it work for a small amount of time until he left and I texted him it was happening again w/pixel pics. He stated he was resetting it again. It is still not working. I'm calling them again tomorrow about the same thing they are charging me for monthly. This is hideous service. read more

Shittiest customer service I've ever experienced in my entire life. Walked in to simply return a cable box. Not one person said hello or even acknowledged my presence. 3 guys were working and a 4th came in shortly after. Not one of them looked up. They sat staring at the same screen doing nothing. So after 15 minutes I walked out. Waste of time. If I could give zero stars I would. What a joke. read more

Very poor customer service at this Crown Gaithersburg location. I came early one Saturday morning and the representative was helping a couple ahead of me. 15 minutes had gone by and I was yet to be acknowledged. I guess my constant glares finally made him finally reach out but an apology and "I'll be with you in a few minutes" was all I needed. The purpose of my visit was to return a few Fios cable boxes that should've been a 10 minute visit that turned into 30. The store seemed unorganized and understaffed. An extra star for getting my return on the right track. There have been billing complaints from other customers so I'm glad they got that right for me. I'll be looking for another retail store next time after this experience. read more

I called Verizon Fios today (5/10/2024) to report issues with internet connectivity manifested overnight. I waited 20-30 minutes on hold after 5-10 minutes of navigating with Verizon's auto Q/A interactive recording. Finally, I'm able to talk with someone. After describing the problem of sudden internet issues on all computers and all browsers (e.g. Google Chrome & MS Edge), the Verizon agent immediately launched into a sales pitch to upgrade my plan. I managed to refocus the Verizon agent on the reason I called to diagnose the sudden lack of internet speed and ability to connect with websites. The agent refused to provide a scheduled technician visit. Instead I was forced to work with the agent to spend at least an hour more on the phone and sharing video from my phone to troubleshoot over the phone. Ultimately, internet still slow but was restored after resetting the router & clearing cache from all browsers. Verizon would like us to think that the problems arose overnight on ALL computers & all browsers due to no fault of Verizon service and/or equipment. read more

Rude staff and disorganized store. I went to the store to pick up a Fios tv box since the installation tech forgot to bring one. Store claimed they didn't have any and would not assist. read more

Let me start out by saying that when Fios first came out in "selective" markets they promised to be different than Comcast. I guess with time and greed things change. I cut the cord, returned equipment and the guy who's sitting ever so casually with his Acer laptop, can't miss him, the one with glasses and mustache/goatee combo, yeah he's a winner and seems to forget that the paying customers are the reason he's employed. You time will come my man and I'll get a face photo to plaster on here. You're part of the reason I've cut the cord altogether. Verizon's Executive Relations group got me a deal with only internet. So combined with SlingTV and their internet I'm paying less than $100 with much more I could have ever had with VZ. Incredibly rude just like what Verizon promised not represent competing with Comcast. Yeahhh right. Trust me folks, look into SlingTV or any variation. You won't be disappointed. read more

Terrible experience at this store. Do not go here! All the staff were disrespectful and incompetent! I was stuck there for an hour and a half to pick up my new phone and then double charged for the taxes and fees due to the sales person's incompetence. It took 3 weeks and tons of phone calls and emails to get this resolved! Ridiculous! Since this store is an "authorized retailer" you get no support from Verizon for issues that occurred at the store. Only shop directly through Verizon, preferably online, to get decent customer service. I have been a VZW customer since 1997 and this was the worst experience I have ever had with them. read more

This Verizon center custom service is awful. I had a MD number to pick up a new cable box and the young lady had a very bad attitude. I was able to receive the new box but she refused to take my old cable box. I was furious. I ended up going to the Rockville verizon store to return my old box with no problem. If I could give this store zero stars I would. I Would never go back to this store again. My next letter will be at Verizon corporate office. read more

If you don't purchase OnDemand movies, don't worry! Verizon will purchase them for you and then say there's nothing they can do! Unbelievably horrible customer service! Over the past 3 months I've been charged with FIVE movies. I've called and gotten online after every single one and was only able to finally get through today. I was told they have the technology where it could not be an accident and they can see I've watched it. We have not purchased or bought one movie. They basically just said sorry you're out of luck. I have never been so disappointed and will terminate the service as soon as my contract is up. I spoke with Ms. Brown, a supervisor. read more

Horrible store! Went in looking for cell phone repairs/options/grades available etc... Had to wait while the only associate in the store finished his personal conversation. Then another associate came In and offered to help us. Simply put he stank! Smell like he just walked out of an ashtray! Very very off putting. Not really professional. Once they looked up our account they proceeded to tell us everything but what we were directly asking them. Horrible experience. But guess that's what you get from a third party store and not a True Verizon store! read more

Useless if you do anything except pick up or drop off Food equipment. If I could give it a - score, I. would. Website is misleading.

I have had hit and miss experiences with this location. For example today I had to make 2 trips to the location for a preordered phone. I had been told that my "phone" wouldn't be in until around 1630 this afternoon but the tracking number I had had said that the phone had been received the day prior. The sales person who helped me was the one who signed for the package the day before. read more

Extremely rude female that takes care of the Fios equipment. Please stay away!!! Very nasty and rude!

The worst customer services I have ever had. I have Tv, internet and phone services. My internet has a problem, I call customers services and they have me on hold for 1hour 20 ' and no one answer the phone. read more

Tony and Cozy were fantastic!!! We attempted to go to a location near our home but for some reason or another they we're closed 30 minutes early. My fiancé and I walked in 15 minutes prior to closing time, and neither Tony nor Cozy minded staying a little later to help us. I was changing plans from another cell phone provider to Verizon, and Cozy discover a mistake and quickly resolved the issue. Tony, who we found out works predominantly with Fios was quick to step up and help us finish the process as well. These two gentlemen were funny, professional friendly, positive, and above all great to work with. If I need anything else I will be sure to drive past the four other stores on my way to their location, just to work with Tony and Cozy again. read more

I was a Verizon customer for 14 years. First, the email system worked well. Next, we had FIOS, a high-speed Internet service. FIOS worked well and our TV reception was excellent. We had very little outages for Internet and TV. Verizon also offered us a class that taught us how to improve our TV service. Our phone application also worked well and our computer application for self-help also worked well. I do recommend Verizon for anyone looking for cable TV, Internet, and phone service. read more

I was told by a customer service rep when I called to cancel my Verizon fios that I could bring the modem to this location. Not only were they not open like the rep had said they'd be (she said Monday-Friday 10am-8pm), they aren't even open as a store. They're under construction. I don't know if they closed a week ago or they open in a week but aside from the Verizon sign outside the building there's no indication that this store is even a Verizon location. Also the sign on the door said "closed for construction on July 1st" well it's July 2nd, maybe add a paper sign saying that they're closed until further notice, or "will re-open on X date" or something? Now Verizon won't cancel my internet until tomorrow. I am extremely dissatisfied. read more

I was on phone for 2 hours and they told me to pick up the equipment from the store, I went and met with horrible customer service, who did not even seem to attend his customers. Firstly, he told me not to stand by the desk and stand somewhere else, and I answered right away that I know where to stand. Just telling where to stand and where not to was something very unpleasant, not expected from the store like Verizon. Then, He told me the order # is expired and did not want to elaborate on it, and when I insisted upon and he said its for Oct 11, which is old date. I told him that thats the order date and the service date is today and its not expired. Further, he said I can't help call the customer service. To me it was too much as he did not even want to hold the talks about it. I would never recommend visiting this store on Thursdays evening at 8:15 pm. However, I have visited the store at earlier time when their customer service people seem fine. I wonder if this guy was just being mean with international community people as I saw another Asian lady in front of me standing in the queue, who he ignored and started cleaning the floor, and there was no other representative to attend us. read more