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I switched from Xfinity to Verizon expecting better customer service. I went into this location to pick up my phone and activate my account. The greeting was unfriendly, which I could have overlooked, but it got worse from there. Jake handed me my new phone and told me to take it home and activate it myself. That turned out to be terrible advice, because when I did exactly what he said, my phone number was not activated. I had to go back to work, so I called the store at 6:30 and asked if I could come in so they could fix it. They told me no, showed no empathy, and offered no helpful guidance. Just that I would have to come back tomorrow. They gave me bad information and did nothing to resolve the problem they created. I’ll be escalating this to corporate, but I wanted to post this to say: if you’re thinking of switching because you expect better customer service, don’t.

Verizon wireless in Novato Vintage Oaks is scandalous when it comes to senior citizens. I've experienced two separate incidents with this location taking advantage of senior citizens. First experience was last year when a family member over 80 years old walked in because his charger was no longer working. This senior citizen does not use email or text messages. Just uses their phone to communicate with family members and Friends. Instead of providing this man with a new charger. The sales rep sold him a brand new iPhone over $800, and locked him into a 2-year contract, with an extraordinarily overpriced monthly bill. The second experience was today July 15th 2026. Senior citizen was having trouble with their phone. The senior citizen forgot that they were switched to cricket wireless because of the way Verizon took advantage of them prior. Instead of the sales rep telling the senior citizen that they are no longer with Verizon. The sales rep once again opened an account for the senior citizen, and started a new plan for them, The sales rep was notified immediately by a family member while the senior citizen was at Verizon. The sales rep was told the senior citizen was in the wrong place and that the family member would take care of the problem. Even with that said, they continued the account and new plan for the senior instead of stopping all transactions right then and there. I strongly suggest if you have elderly family members who have started plans with Verizon especially at the Novato Vintage oaks location. To please check their plan and monthly bill. When I found out my family member was being overcharged $100 extra a month for a plan, I had immediately went into the place of business. They apologized and reversed everything. Today was the same scandalous behavior from sales reps.

OK, I was supposed to write this yesterday and got caught up with Life but here’s a very well deserved five star review for the Novato California Verizon company store more specifically a very awesome employee by the name of Jacob a.k.a. Jake I had a replacement phone about a week ago that acted up on me three days after I got it. This was through a third-party insurance company insurian. I went in to ask him for some help and insight on a symptom of my screen gonna have a glitch when I would close apps I happen to get Jake from the very start. He was super friendly, professional, and helpful many several decades of experience. Advised me what to do going back to the insurance company noted my account that the insurance company would have access to his notes, I called the insurance company and they got me into a brand new phone versus a refurbished phone and from an 11 to a 13 so that was cool. So I took the phone back in yesterday Jacob was working and again just a really chill, friendly professional demeanor, and he really knows his stuff and he ended up taking care of my new phone and for you and I most non-industry people it would be challenging to do such a process, but when you have the experience for many years that someone like Jake, has they make you look easy it’s a skill that just comes with experience in time he juggled another customer really nice lady that came in Jake has a great personality. He’s very friendly knowledgeable when he’s helping you you just feel it ease and have the reassurance of knowing. I’ve got someone really nice. Who cares about helping me in a very friendly and thorough manner you don’t always get that in any business or industry in this world, sometimes you do sometimes you don’t. Anyhow, he’s a real asset to Verizon to that Novato store and to the customer base. I’m glad I got him when I went in the first time that I appreciate his help in getting me set up for success yesterday… Make sure that you give him the highest race possible and acknowledge him individually in to the staff, and he really deserves it and that was a manager or an owner. I’d want people like Jake because it’s taking care of our customers to the best possible way and making our lives, easier as management and ownership. He’s the opposite of a check collector who does the bare minimum lol On another note, the store was very clean and I think there’s a really great Customer Service culture there. Thanks, Jake for all your help 🤙

Josh and Omar were awesome, excellent knowledge and high quality customer service.amaizing result and happy castomer of 27 years of loyal service both Verizon.

One of the best customer service experiences I’ve ever had—especially in a situation that, at times, felt like it was about to turn into a frustrating mess. Jake from Verizon was exceptional—calm, friendly, knowledgeable, and incredibly patient and understanding throughout the entire process. What started as a complicated transaction—porting multiple phone numbers from three different carriers into a new business plan—felt like it had every reason to fall apart. At times, I honestly thought it would. But Jake stayed steady, kept pushing through, and never showed a hint of doubt. It honestly felt like watching a magician at work—seamlessly juggling multiple phones, a computer, coordinating calls, entering information, and even assisting coworkers—all without missing a beat. What really stood out was that he never came across as sales-driven or pushy. It was clear he had a genuine desire to help and make sure everything was done right, which made the entire experience that much better. He went above and beyond to make sure everything was completed correctly and that we were fully set up and running. Truly impressive service. Thank you, Jake.