AT&T Store — Local services in Airway Heights

I have been a loyal AT&T customer for many years. I will never go back to this store. My family and I just went in last month and upgraded to the iPhone 11. We traded in two iPhone 7 and one iPhone XR which was only one year old. About three weeks goes by and I get a text from AT&T saying that they never received the iPhone XR. I found it strange that they received both the iPhone 7's but did not receive the iPhone XR. My wife called the store manager, and asked him where are phone was because AT&T had not received it. After about five minutes on the phone with the manager and not getting anywhere she posed the question, is it possible that one of your employee's stole the phone that never got sent to AT&T. At that point the manager hung up on my wife. The next day she called again and the manager said that he would get back to her on the following Monday. Well that day came and we just got silence, no phone call. Tuesday came and we got a text from the manager saying it was all taken care of. Two weeks go by thinking that it was fixed and I get a text from AT&T saying since they never received the iPhone XR that they would be charging my account $150. Not only are they thieves but they are also liars. I'm pretty convinced that one of the employees stole the iPhone XR that we turned in on early upgrade. Because it makes no since that AT&T would receive two of our phones and not the third. Do not go to this store, take the time and go to a corporate AT&T...

Tread very carefully here. My mom came in asking for a $5.99/mo iPhone SE and walked out with an additional $20/mo of charges she didn’t know she signed up for. Insurance for $14/mo and ATT Next early upgrade option for an additional $6/mo. I spoke to both Max and Christian on the phone who said it is STORE POLICY to add these services to everyone whether they ask for it or not.

Christian is the store manager and says he has decision making ability in the store. This is not policy everywhere. This is store policy at Airway Heights. I’ve been a customer of ATT since 1999 and have 5 adults on my account that upgrade their own phones in various stores when needed. Never came across this issue anywhere else.

I was able to remove the insurance immediately in the app, but I will have to wait 14 days to remove the early upgrade upcharge. Sure, ATT will make it right. But it wasn’t necessary to add these charges to begin with. These services were not asked for. They were just added to my mom’s monthly bill as a matter of policy.

Ask careful questions. Watch your bill. Don’t just trust that you got what you asked for.

I’ll add a 2nd star, because I do appreciate Christian transferring over data from my mom’s iPhone 8 to her SE. It’s hard for some of our older folks to understand their phones. I just ask that we don’t pack unasked for...

My roommate went in and they changed his grandfathered account. Said it was a upgrade from a HTC to a LG Stylo 5+. Then changed his grandfathered account to some unlimited, all in all advertising the LG is just $5.00 a month. But after they change your acct to the unlimited so u end up paying an extra $26.00 a month plus’s taxes and fees. So you tell me? For that much more he could of gotten a Samsung Note. So when called just a few hours later they said no he have to pay a restocking fee of $57.00. When he returned the LG. They said how rude I was and went on and on lying that only Corp stores can waive that fee or district manager. Airway Heights is not a Corp store. Do not go there. They should of put his plan back and upgraded his HTC to a phone = to it. And I’m sure he would of been much happier. The salesman trashing me should be reprimanded. I guess he didn’t like it that I am with T-Mobile and used to work there and we would never treat people like we have been treated there. Go to the AT&T Corp Store in the Valley on Indiana. As I’d told my roommate to do in the first place. He now wished...