T-Mobile Authorized Retailer — Local services in Lancaster Township

On August 13th, 2023, I called this store from the Millersville Pool because my wife and I were thinking about upgrading our phones because it was time. I had been a Verizon customer since BAM(Bell Atlantic Mobile) and my wife's iPhone was out of storage. ALAAK told me that we could get Samsung phones included for free, with talk, text, and data for $110.00/month. Ryan, an aspiring manager was helping Alaak with the set up and minor details pertaining to establishing our account and transfer of info from our Verizon iPhones, all awhile I was confirming that my bill would not exceed the $110/mo that I was quoted by Alaak. I had even thought that I may try the T-Mobile internet for $50/mo. A couple of days later, not more than three, I get a text to my phone that my bill is going to be $142.42 monthly and called T-Mobile at the next possible chance that I had only to be told there's no mistake, that this is my bill. I was irate and she heard it in my voice and and some expletives that should have been withheld. I could not. The result of our call was that she would bring my bill to not more than $100/mo but i would not be able to see it writing that instant because she had to finalize the information in her system. I took her at her word. She lied. I get a text thanking me for enrolling their protection plan on 8/21/23. Here we go again. I call T-Mobile Customer (don't Care, shut-em up) only to hear that nothing had changed, that I must pay $142.42/mo as if the previous call, after the first bill had never occurred. The young lady that I talked to today received the brunt of my frustration, maintaining composure, and getting my bill down to $123 and change. she helped.

Truth be told: Alaak and Ryan lied to me and my wife in front of my family, ignoring the reason I was leaving a company that I'd had since 1992 just to get a sale, get over. Shame on them and the company that they represent. I do hope that they did not lie when they told myself and my wife that we get unlimited screen protector changes for the life of our being with T-Mobile. Unless something changes drastically, I can't recommend this company and the company needs to be sure that their in-person reps do them justice, not just get sales, unless T-Mobile...

I have been with T-Mobile for 6+ years and I have never had a horrible experience up until now. This store was very unprofessional with poor customer service. The employees were carrying on with inappropriate conversations. I'm not sure if the employee who was taking care of me was new but he never asked questions and made many assumptions on what I wanted to do. The employee insisted that I had to buy a charging block since it would be considered incomplete and that new phones don't come with it. When I said since when did yall start doing that another employee chimed in saying since he been here and when I asked how long he's been here he said 6 months. So I said whatever and bought it along with the phone. When the employee opened the box that was holding my phone, there was a charging block in there. Smh the employee never asked if I wanted insurance, he just added the most expensive one to my plan. Didn't recommend a phone case or screen protector despite my insurance that came with unlimited screen protectors replacement if it ever became defective. I can tell the employee didn't want to take care of me after a certain point. Once it was completed he handed me my phone and didn't help with transferring my information or anything. I left the store with issues with my new phone. I wasn't able to access my mobile data. When I when in the next day for a refund and to fix my mobile data, they passed me on to customer service. This store only cares for commission and not customer service. I strongly considered switching to At&t or Verizon after this horrible experience. Thankfully the folks at the Belmont location fixed the issues with mobile data. I will never return here. Take your business to Belmont or the Park City...

I’ve been with sprint which, turned into tmobile for going on 12 years now. I’ve never in my life had a problem with my cellphone or billing since I visited this store in August of 2023. I went in with a brand new iPhone 13 Pro Max. They said if I traded that in I would only owe two months of payment towards a new iPhone 14. Seemed like an okay deal for me it was only a few hundred dollars extra for the 14 so I agreed to pay the 18 each month to pay it off. Withtin days I got my bill and the amount was double. My bill went from 63 dollars to 115. I even looked at my billing history since then. The last 11 months they overcharged me for an extra line I didn’t know about & some head set? After calling each month to try an fix my bill I have finally had it! I called to cancel tmobile in general. They told me I would owe almost 700 for the phone still. MIND BLOWN after another hour talk customer service got my single line down to 85 dollars. I’m sure next month it will be...