AT&T Store — Local services in Four Corners States

Dylan is NOT amazing. He is a sorry excuse for a manager and not worthy of the position. As a 20+ years AT&T customer I've occasionally encountered poor customer service, but Dylan's refusal to communicate about unauthorized changes to our plan made at his store is inexcusable.

Filter this store's reviews for newest. Something ain't right. Of the 14 reviews just prior to this one, 8 are one star. Here's another one.

My son, an authorized user, went in to only upgrade his 4 year old phone. When the autopay bill arrived, I learned we were being charged for a $10/month “Next Up Anytime” fee and a more expensive insurance plan, which replaced our grandfathered plan. Further, the insurance has always been linked to my phone number, but it was changed to my son’s number. He did not authorize any of these changes. They were never brought up by Joshua, the salesman.

Yeah, these AT&T sales people work on commission.

Next Up Anytime allows you to upgrade up to 3x a year! We don't upgrade our phones even once every 3 years. An upgrade to our grandfathered insurance? That's a plan we may have used a couple of times over the past couple of decades. We obviously don't now need to be paying more for “unlimited” annual claims.

Dylan will not take my calls, even after several attempts. (He's always “on the phone” or “in an interview.”) Nor will he return my calls. Either he doesn't care to address the salesperson who initiated the fraud, or he condones the practice. Perhaps it was an honest mistake?  All I'd be looking for is an apology, but after waiting 48 hours with no response from Dylan, it's clearly not that.

Read deep into the reviews and you'll find this is not the first occurrence for unauthorized fraudulent add-ons.

Did I mention these AT&T sales people work on commission??

After several calls to AT&T Customers Service, each lasting about an hour, the Next Up Anytime has been dropped, but not refunded. Predictably, our grandfathered insurance plan cannot be restored. Once it’s changed, through fraud or error, corporate deems there is no going back. Thanks, Dylan.

NOTE: This is NOT a corporate store, so your opportunity to reconcile their scams is limited. Use AT&T's store locator to find a corporate store near you.

I trust I will get a reply from the store owner and that Dylan will be looking...

You are NOT REQUIRED to get insurance for the phone. Sales reps will lie and try to charge you for it

I would give 0 stars if I could. Jesse tried to add on monthly insurance without telling me I would be charged, and then continuously lied telling me I was required to buy the insurance for my phone.

I came in to swap out my iPhone for one with larger storage, and Jesse tried to add insurance to my monthly bill without telling me he was adding it, and without telling me I would be charged for it.

I told him I did not want insurance, and he told me it was required for 90 days, then I can cancel the insurance. I knew this wasn’t true, and told him that I didn’t want insurance added.

Jesse told me because I’m upgrading the line, I’m required to have insurance on the phone. I told him this wasn’t true. He then went to speak with the manager, and came back and told me that actually it was part of the promotion for the iPhone 16 plus I just got. So for me to get the lower price, I HAVE to add monthly insurance. So I read the terms and conditions of the promotion on the website, and no where does it state you need insurance. I told him this, and then he said that he has to add it in the store but I can remove it whenever I leave.

I continued to tell him I don’t want insurance added. I continuously asked him where it was written in writing that I had to have insurance, and he kept avoiding the question. He then said that he can add it for the purchase and he’ll remove it afterwards. Which again, I told him I don’t want it added at all.

In the end, he finally let me swap my phone without buying the insurance, which is surprising since he started off saying that I was required to purchase it.

As he showed me the final bill, my monthly service price was higher than what It actually was. I told him it was incorrect and he said that it wasn’t. I had to debate with him again, and finally he lowered the price to what I previously agreed to.

All in all, Jesse lied multiple times to try and get me to pay for an addition that I didn’t want, or need. There are countless amounts of people who probably get fooled by the lies they are fed by the sales staff here, which is straight...

Terrible!! Go to another provider. I closed a Directv account and paid a sizable early termination fee because I moved and they started my start day over again which meant instead of the original contract end date it became a much longer contract in their favor. Mind you this was after a third party vendor informed me that he could not mount my directv dish and within five minutes an AT&T rep showed up at my door informing me that the “dish” could in fact be mounted and installed and I could receive service. Ridiculous! I should of known better at that time. The first third party vendor also closed the original online order, which stopped payment of the online promotional offer that included $300 in visa gift card.

Bottom line is they have third party vendors who don’t want to install their service. They take away their promotional offers and you have to fight with them to honor their word. Finally, after many many phone calls it took months to have them finally readjust the account to reflect what they originally promised in promotional money. Terrible! They readjusted my contract start date because they gave me a new receiver which they said “I had to have in order for my service to work at my new address” and then to top it all off they sent me to collections after I paid my early termination closing bill in the Bowles location! No one, especially Carolina Sosa manager at the AT&T Bowles location seems to be able to reverse the fact that I was incorrectly sent to collections after clearly paying my bill in the Bowles location! Carolina has others say she is not available and is currently with customers so she doesn’t have to say she doesn’t have the power to and can’t get the issue resolved or taken care of. She promises to call back but does not. And now I am stuck with the task of calling the collection agency, disputing a charge that has clearly been paid in full and now having to wait until they “resolve the issue through the back office”!! Joke! AT&T is a hot mess of people who do not know what each other is doing! Terrible service. Terrible follow-up and coworkers who lie...