AT&T Store — Local services in Rochester

I had lost my IPhone 13 Pro Max and was with a different provider as ATT had a good deal at the time.

Jason the Store Manager helped me out. He was very knowledgeable in the Product I selected. His professional if I would grade it by number would be a I have nothing but respect and gratitude for Jason. Thank you Jason for your service and kindness you gave me. Your patience in answering my questions was remarkable.I am a handicapped customer who needed more time in making decisions. This Store is very fortunate to have him as store Manager.

I’m returning to voice my review for my son’s account. It has nothing to do with my great experience with Jason in my initial review.

My son’s monthly bill runs over $250 a month I was just FURIOUS when I asked my son about it. He asked several times to receive a mailed monthly statement but have yet to receive one. He has been with ATT for over 15 years, you can do the math as far as how much money was paid for this account. He does have a second line for his son. Which obviously is part of the monthly charges. He allowed me to pull up his account charges on his phone app. 2 lines… Payment on his upgrade phone All the other little fees charged individually to each phone. This is the kicker. He is being charged $97.00 a month for some sort of Data plan even though he has unlimited talk and text for each phone. He said he wasn’t explained that charge when he signed up and never questioned it. He went into the store and asked them to remove those charges. As of today he is still being billed that Data charge of $97.00 Guess we’ll both have to go in and demand it to be removed. He will be changing over to T Mobile. I’ve been with them for over 10 years and never had an issue that wasn’t fixed on the spot. I would NEVER recommend...

Visited store 10/17/18 and had a horrible experience! 2 customer service agents in the store and I was the only customer. Dinken attempted to help me and was nice the other (DALLAS) was rude not only to me but other customers. He spoke rudely and was swearing at customers behind their backs etc. I was told about a $350 promotion with a phone and after putting all my information into said phone DALLAS said a mistake had been made I couldn't have the phone, and they didnt have any other of those phones. So then they told me of double trade in on other phone and quoted me what my old phone was worth so I decided on one of those phones and instead of showing me my receipt before leaving they were trying to put everything in a bag and hustle me out the door. I didnt see the amount quoted on my receipt but a much lower amount and when I asked DALLAS stated they had put in the wrong code for my old phone and it wasn't worth what they had quoted. Underhanded devious behavior by DALLAS. Store doesn't have sufficient stock of accessories yet they try to sell the accessories bundles and since they dont have enough stock they expect you to pay full price. I called the next day to speak to the manager who was unavailable and have called in almost every day, left messages for him to return my call with no avail. Today I called in finally got someone who stated he was the acting manager and as I started to tell him about my experience he said I just got a customer in and dont have time to talk to you I will have to call you back and he hung up. If you want to be treated rudely this is the...

Tried to order a new phone online-every day for a week! “Oops-there was a problem” popped up just before finalizing the transaction.

I finally went to a store—bought a new phone and updated my plan.

Updating plan: rep said “I can see why you want to update, you have an old plan”. That was it!! I had to ask how he changed my plan. He said he “just changed it to the best unlimited plan”. That’s great—but how much does it cost? What are all the options ? What is in my best interest? . Never gave me an option. Monthly plan = $80??? he confirmed!! Phone purchase of $999 Told me the monthly payment would be $36. Or I could trade down and pay only $24. He said the screen protector, charger, & case were part of the deal. I just had to pay tax. Paid $89 - Checked my account-I owe $265. For activation fee, 1 time transfer fee, etc!! I have no problem paying what I owe-but a little communication would be appreciated.

Very frustrated and unhappy! Been a faithful customer for almost 30 years—but I guess it’s time to...