T-Mobile Authorized Retailer — Local services in Maricopa

Here is our T-Mobile frustrating scenario: We switched carriers from Verizon to T-Mobile on 6/15/24 at the Maricopa, AZ store. We spoke with Luis who was the sales rep and he advised us that T-Mobile would pay off the balance of our existing phones with Verizon. We trusted we got the correct information gave them our old phones and purchased new Samsung phones. One week later we get a call from T-Mobile stating that we did not qualify for the trade in for our Verizon phones as Verizon was exempt from this promotion. Therefore, we no longer had access to our old phones and now owed $684 to Verizon to pay off our contract to them. We then went back to the Maricopa, Az T-Mobile store and instead of simply giving us $684 due to their error the manager, Daniel said he will credit our T-Mobile act $684 to be done by $100 per month starting in July through January with the remaining $84 to be credited in Feb. This was agreed upon. Here is where the ridiculous problems begin. Between July and November, the credit did not get done unless we called at the beginning of every month even though we were told this is not necessary, they had us on a “list” to have them automatically credit us. The credit was done July, Sept, and October and for Aug and Nov we ended up having the full bill withdrawn from our checking account. We have repeatedly been assured by Manager, Daniel, Assistant Manager Leslie, and customer service manager (at least that is what we were told) Mercedes that this has all been worked out and the credit of $100 would be applied for the agreed upon months but yet, here we are again in November paying the entire bill. We are beyond frustrated and have filed complaints with the Better Business Bureau, T - Mobile Corporate, FCC , FTC and many social media outlets. This doesn’t seem like that tough of a problem for them. But having to contact them for the last 5 months just to do what they said they would do and them crediting too late and us still having it withdrawn from our bank account twice at $100 has led us to a hardship for 2 retirees on social security. -

Updated 11/13/2024 T-Mobile has resolved this issue for us by crediting the rest of our phone account they owed, after talking to Devin Mares - Sr....

Place is a joke, Alba the manager does not have a clue. Called her explained my issues with my phone, she told me she could help me. She asked me to give her a few days as she was interviewing people for positions open that she needs to fill in her location. No problem I said, so we set an appointment for a week later. Went in on designated day and time we had set. Asked the counter person if manager was in, he asked what can he do for me, I explained I have an appointment with her that she had set up. He disappeared in the back after about 10 minutes he emerged and told me she was in but could not come forward. I said tell her I will wait. He disappears again for 10 more minutes, comes back and says she is really tied up and cannot come up. I understand she may be busy but come out and talk to me and set something else up !!!! It's just common courtesy. Right ??? So then Donald says let me get your info. And I will try to figure out if we can help you with your issues. He promised he would get back to me for SURE he said within a couple of days. That was 3 weeks ago, and nothing at all has materialized !!! Surprise surprise !!!! So the moral of the story is if you need a new phone or anything else they can sell you they are johnny on the spot. If you need any ongoing technical customer service support not going to happen !!!! This is a 3rd party dealer. Before you go to any carrier in Maricopa city you should be aware of this factor. There are a whole bunch of better benefits by driving into Chandler to a corporate non 3rd party dealer, trust me !!!! Also Instead of stepping up and owning they did a bad job with customer service satisfaction with me they choose to delete my review, More nice managing. Lol I will repost everytime that they delete it. !!!!! Do your job !!!!! As of 11/22/2020 They still just keep deleting my post instead of trying to contact me and rectify the problem. Easier for the mgr. to just forget about it !!!! But what about the owner of this store MIA !!!! LOL Still no response...

Went into T Mobil to upgrade my phone. This is my first time ever posting to negative view at age 59 but felt it was necessary due to the Store Managers rudeness and unprofessional behaviors. I purchased a phone from Salesperson Leah and paid to have my data transfered. She started while we looked around the store. After 30 minutes we said will be back. We came back after 45 minutes still not done. She said it would be longer so we left again and returned about 45 minutes. Phone still not ready but this time another staff stated maybe another hour. We left again (our) 3rd time and returned in about 60 minutes to be told phone not ready. Spoke to Daneil who stated we could come back at closing. We went home. Then called Daniel 7:30ish who stated phone not ready and we could leave overnight or come pick up with only contacts transfered. He was rude, not empathetic, no apology. He said he would be in store next morning doing inventory and to call. I asked if he could call when phone was ready and he said "I might forget". So I had to leave my phone overnight. I call the next morning at 8am. He said he will call back in 5 minutes. He never did. I received a call approx.10 am from Leah who stated phone was ready. She restarted the transfer and it was done like in 30 minutes it was a Google ipload issue whichshe solved. Thank you LEAH. I ask to speak to DANIEL regarding a credit reimbursement due to my experience and service. That was the second time he failed to follow up. While in store he was "busy" and never called back like he said. I called twice and he was busy per his staff. He never processed my credit. I try to support local. This was the worst customer service experience. Daniel Store Manager appears to need some more training. The staff was professional and nice; but not...