Cellular Sales, Verizon Wireless Authorized Retailer

I would warn all would-​be customers that this is a third-​party reseller and therefore not held to the same standards as a Verizon Wireless corporate store.
My mother went to this store looking to get help transferring her user data from her old iPhone to new one. At any Verizon corporate store and probably most third party stores, this would have been a free and easy process. Not here. The «service» rep wanted to charge her $ 35 for this. When she balked, he lowered it to $ 15. That already sounds shady as most stores have a set price for services and don’t just come down at the drop of a hat. You kind of have to wonder if this rep was trying to pocket the money on the side. Fortunately she declined the service. Next, she asked how much her great condition iPhone 5S was worth. I confirmed only a few days ago through Verizon that it was worth $ 140. At this store? $ 45.
I’m not sure if this store is just known for up-​charging and underpaying or if the rep had something more nefarious going on. I don’t appreciate someone trying to take advantage of my middle aged non-​techy mother and strongly discourage anyone from shopping here. Take your business to a Verizon Wireless corporate store or at least a more ethical third-​party reseller.

Our iphone recently died and we needed a new one. We came to this store and paid hundreds of dollars (as well as a new 2 year contract) for a new phone. Then, surprise of all surprises, our bill comes and there is a $ 40 «upgrade fee» on there. We were not told about this. In fact, we were told REPEATEDLY our bill would be IDENTICAL. A very long phone call to customer service later, and they reveal to us that unfortunately they cannot control what people say and they are «so sorry» but there is not a thing they can do. I see this as completely lying to us and I also find it terrible customer service for people who have been with Verizon, paying our bills on time, for years.
Interestingly, the telephone customer service representative told me I could put in a complaint against the store online. However, there appears to be no way to actually do that. Please, do tell me, how do I put in the «formal complaint» the representative told me was available for me?