AT&T Store — Local services in Gaylord

To Anyone Who Wants To Help Others: As a single mom working in Healthcare, I want to warn/spread awareness of an AT&T scam. My daughter and I went to this local Michigan AT&T store to see what options were available. The sales rep told us we were able to upgrade to a Samsung S21 plus or ultra and would receive $800 credit on each of the phones, total of $1,600. All we had to do was mail our old phones to a Tennessee address. AT&T supplied the label but, due to Covid, they had no shipping boxes. According to the rep, once they received our phones, we would receive a credit. Almost two months later, I had no credit. I was also charged a $30 upgrade fee for each line, along with add-on fees. These add-on fees are supposed to be managed thru logging into your account. When I logged in, there was a monthly $5 difference that could not be accounted for on each line. When I contacted customer service, they stated it was a next-up fee. The rep said a next-up fee will allow you to upgrade early to stay with the latest and greatest new thing. I told him I didn't authorize that fee. He said it was automatic. When I asked about my credit not being applied, I was told my plan is not eligible for any trade-in deals and that I would have to upgrade my plan to unlimited data. This would cost me $40 extra a month. In order for me to get my credit for the immaculate phones I had mailed and were delivered to Tennessee, I must pay extra $40 a month for AT&T to credit me $40 a month for the $1,600 credit they owe me until the credit is reached. I did not get anything for my old phones that were in immaculate condition. I didn't get a credit on my new phones and now I have to pay $2,200 for two new phones. I was told that I can't get my old phones back because of the fine print stated in the contract I signed. However AT&T is not held to the contract I signed due to my plan not being an eligible plan. After two hours on the phone with customer service, being transferred to three reps, including the loyalty department.( yes I've been a loyal customer for over ten years), I was told they can do nothing unless I change my plan and pay them an extra $40 month. I received a claim number so my account would be reviewed by the highest department. A week later, there was no call from them. When I called them, I was told my claim was denied as my plan was never eligible for trade-in deal. I was told that they are not responsible for their employees making mistakes by upgrading me when I was not eligible and that I would have to hold the store responsible myself. I explained the store told me they don't have one employee that has been there over a month, they are just not knowledgeable. All they could offer was to upgrade my plan, making me pay $40 more a month. I would literally be paying for my own credit and still be paying full price for the new phones and getting nothing for the old phones. I called the local store one more time and they apologized but still offered nothing. They literally stole my two immaculate phones and are now forcing me to pay $2,200 for new phones. I would never pay that amount for any phone. I'm a single Mom working over 50 hours a week in Healthcare doing a 2-person job due to staff shortage. I dont have time to use unlimited data. When I walked back into the store to return my phone, the manager said, if I upgrade, I can get a hospital discount which will then make my monthly payment $10 cheaper than what I'm currently paying. He stated once I go home and upload my badge ID, the discount will apply. After uploading my badge, I was denied because I don't have a state license it boils down to only providers and nurses get a discount. AT&T determines that only they are worthy of a hospital discount. I want to warn everyone of this scam. AT&T knows their employees are doing this and yet nothing is done to correct it. AT&T claim they are not bound to their own contract but the customer is, due to the fine print. It has hurt me financially and emotionally. I hope this help others not to trust AT&T and...

If I could leave 0 stars I would. My husband and I went to the Gaylord location 4 days ago and received a quote from the manager Teresa for service and 2 phones. We wanted to think on it for a day or 2 before deciding. Yesterday we went back to the store deciding to go ahead with the switch. The manager was on vacation and we were helped by I believe her name was Kayla she mentioned being from the Cheboygan store and a gentleman who was training. We were almost through with everything when the new guy asked her about a few, she said she waives them unless it's a "mean customer" very unprofessional! Today while checking the status of our phones that were being delivered, I noticed the last digit of my husband's number was incorrect. I immediately called At&t only to hold for an hour and upon finally reaching a person being disconnected. I went to the Gaylord store explaining the situation. The woman working was Paula and another guy (different from the guy yesterday) their response to the problem was "it wasn't us" they proceeded to tell me my husband's phone and new service had to be cancelled and I then had to repay the cost that we just paid less than 24 hours ago. No apologies. No offer to correct the problem. Upon speaking with my husband I chose to cancel the whole service, if this is how At&t treats their customers we want no part of it and will gladly give our business to Verizon! As a manager, whether I am the cause of the issue or someone on my staff - the solution is always the same, go above and beyond to solve the issue and ensure my guest leaves happy. It seems the ONLY employee there who had a clue what good customer service consisted of was Teresa the manager. The 4 we've dealt with these last 24 hours have absolutely no business in...

I have been a customer of AT&T for well over 20 years and in that time I have grown a family which is all customers as well. I also have been a promoter to other family members and friends alike. Last week I went in to add a phone for my 15 yo and at which time the employee talked me into trying the new WiFi week a week free trial. All was well. After 2 days of setting it up, the product unfortunately was not to my liking. So I repackaged it and went to the store to return. To my surprise I was told they could not except the product and I would have to drive to Petoskey , 45m drive one way, to return. I told the mangerr (Mary) not in a loud voice that it was unacceptable and she would have to figure it out because I was not going to petoskey. She told me that I could not to to her that way and asked me to leave. This person was so unprofessional and I was really put off by her attitude and professionalism. When asked for her supervisor she told me that she could not give me her number. So I decided to call up the company, while on the phone an associate, scott came up to me and apologized for the situation and said he was already going that way and that he would take care of it. He took down my name and number and said that he would call me when it was return. Kudos Scott more than likely saved you from losing a loyal customer but I have not made of my mind as of yet. Thank you...