AT&T Store — Attraction in Elk Grove

If I could rate my experience to zero, I would. I am VERY UPSET and MAD that I wasted so much time trying to fix what Josh, the store manager at Elk Grove, Stockton Blvd. did to me. I came to the store originally to upgrade my phone. Mengo was the original agent I'm speaking with was nice explaining everything regarding how to save on new cell phone plans. Then Josh came and basically took over and said I could save more being a nurse. A new ATT line called FirstNet was introduced to me. Josh explained its benefit and the cost for this line is $25 plus the Apple watch on installment plan, plus taxes. Josh said I would then get $25 credit on my regular cell phone bill every month which I will be paying separately. I will just basically be paying $10 installment on the phone plus taxes. Josh gave me 2 SIM cards as well to put on my IPAD and the watch. I did not opened the watch nor did I put the SIM cards on my IPAD and activated any services. I want to see my online bill first. I came home that Sat and really thought hard and decided to go back the next day Sunday (7/25) to cancel FirstNet as this will increase my bill and really don't need the new services and Apple watch. Josh talked to me again and explained that I will lose the savings on my new cell phone plan if I cancel the FirstNet. Josh calculated everything and my 2 bills (Cellphones and FirstNet would be around $245). It's a rough estimate without taxes and my new phone. I totally get it. So I trusted Josh and went home feeling better as it was not a huge price difference from what I'm already paying and sounds like a better plan. Well a week later, I got my FirstNet bill for $220. I was shocked! The cell phone bill was not included in that bill. I found out that the FirstNet bill includes 3 lines (1 for watch, cell phone and IPAD). Josh told me 1 line for $25. And ONLY 1 line was disclosed to me. The 2 other phone lines were NOT explained that each would cost 44.99 and 21.50. Josh was very DECEPTIVE! Oh and guess what, when I talked to ATT agent on the phone prior to going back to the store on 7/31, she said that my cell phone services are NOT tied to FirstNet, therefore I will not lose any savings. WOW, Josh just flat out LIED to push services. I WAS LIVID and wanted to cry that I WAS LIED TO AND TAKEN ADVANTAGED OF!!!! I have been an AT&T customer for over a decade and this is what I get from being a loyal customer??? Anyway, after spending another day, almost full day last Sat (7/31), Mengo the original agent finally helped me cancel FirstNet and apologized for what had happened. SO BEWARE BUYERS!!!!! BEWARE of agents like Josh who appears to be helpful but very deceitful. Having said that, the agent Mengo, from the get go before Josh took over was really nice and transparent. He explained that I have 2 weeks to basically change my plan if needed be. Thank God for agents like Mengo. Otherwise, agents like Josh are people that makes this world an ugly place to live. How dare in this pandemic, time of world crisis, for someone like Josh to pull this kind of...

I had the worst experience in this store In Elk Grove. I have been an AT&T customer for over 10 years with two lines and a commercial WiFi. Over a month ago my phone broke, therefore I went to the AT&T store in Elk Grove for help. The saleslady was a sweet talker, I was offered a new service line so that I will have a new phone. Since there was an offer to get a new Apple phone for $12.0 (which actually was deceiving). It was for for $899.0 and $12.0 a month. Even though I said several times that "A new Iphone for $12.0 she (the salesperson) never corrected me that it is $12.0 a month. Since my phone was broken it was an urgency and instead of offering information how to get my broken phone replaced she sold me a new Iphone 11. She said that with my discounts my monthly payments by adding one additional line will be $139 a month. It was a big surprise when my bill went up from $105 to $179. She told me to go back in couple of weeks and get a replacement for the broken phone. I was not told that it has to be done in the magic number of 30 days. Well, since I did not know the importance of 30 days I called her up recently on January 6th. and told her my problem that I am upset and want her to straighten out the mess and the lies for this whole transaction. She wanted to avoid me and told me to come on Friday. Today is Friday and I am so upset and ready to remove my service with AT&T. When I called her on January 6th and she did not want to see me that evening, I gave all my information to her and requested that she be prepared with my case when I go to see her on Friday. Today when I went in there as per appointment she failed to recognize me and she had nothing prepared to explain to me help me out. She was so defensive to start with and would use the word "no" more often than necessary .Her Manager Joshua stepped in couple of time and continued repeating the same defense that she was using. Joshua did not offer any help. When he asked her what phone did she sell to us she said "Iphone 12". This was a lie since the phone she sold to me is an Iphone 11. When I told her that I am so upset that I want to go to a competitor of AT&T, both her and Joshua said "your choice just call AT&T" My wife and I are so upset as to how these two people interacted with us that she wants to just payoff the new phone and cancel the whole service. I think that I am done with AT&T. Even though I know the name of the saleslady, I do not want to publish her name in this review. It is...

WHAT A SCAM!!! I called this store to help me with a billing problem I was having. I cancelled my phone plan at the end of MARCH with understanding that I will still be billed in April. It’s the end of May and I just received another bill. I called and the representative I spoke with said the $124.40 I was billed for was for March but I paid $199.23 in April, $199.23 in March, $199.21 in February and $199.10 in January. A total payment of $921.17 over a 5 month period where I only used their service for 3 out of the 5 months. When I spoke with the representative I asked her to send me a paper copy of the records so I could verify what the charges were for, at first she said it wasn’t possible because the plan was cancelled 2 months ago. Then she said actually I can mail it “I just remembered I have those capabilities”. I gave her my updated address (a military home address) that she said wasn’t valid even though they promote customers of Active duty military and even offer a international plan for service members stationed overseas! So I requested a manager. I spoke with Kathleen who stated she could not help me. I needed to find an AT&T store and that was the only way I can recieve my records for what they charged me for…..

First off this was the WORST customer service I’ve experienced. Second, how can a company post all over their ads and website about supporting the military when they can’t even provide documentation to military members when they are stationed in a different country using their international plan?

Absolute poor service and the most useless company for a phone plan resulting in unexplained overcharging without proof of documentation.

They could charge you $500 and say “well unless you come in we aren’t showing you” good luck to all us...