T-Mobile Authorized Retailer — Local services in Union Township

We visited this store several times in February of 2025. The store manager seemed to very courteous, respectful, knowledgeable, and efficient. We were offered a plan which included senior citizen discounts, "free" promotional subscriptions, two "free" tablets, reimbursement for pay off for devices to former carrier, etc., etc. The store representative provided a written plan with a monthly rate & promotional offers which SEEMED like a very reasonable and incredible deal. We confirmed the monthly rate, including all taxes and fees, with the store representative multiple times before we agreed to sign up for the service. The rate was provided in a written statement. When we got our bills from T-Mobile, the charges ranged between $ 40 to over $ 100 higher than the rate we were provided. We went back into the store and called several times, as the representative encouraged us to do if there were problems with billing. The representative was unable to correct the billing problems. When we signed up for the service, we were never informed and never agreed to be charged for two additional lines for the two "free" tablets. Neither the store representative nor customer services were able to correct the problems with billing nor could they get us signed up for the "free" subscriptions that they promote as part of their plan. The Carrier Freedom program also turned out to be a scam because we were never reimbursed for the $ 533 that we paid off to our former carrier for the phone we gave to T-Mobile as a trade-in when we signed up. We have spent the past four months filing complaints with the Better Business Bureau, Federal Communications Commission, and PA Attorney General's office. In response to our complaints with these agencies we were contacted by a representative of T-Mobiles CEO's office regarding these issues. The representative was quick to explain the discrepancies as misunderstanding or misinterpretation of information by the store representative who signed us up for the plan and provided us the monthly billing rate. The representative from T-Mobile's CEO's office reported that there was no way to get our rates lowered to what the store representative provided us in writing when we signed up. Whether the store representative intentionally or unintentionally mislead us is unknown. We did comment to the CEO representative that there seemed to be a serious lack of training issue if the store representative was that far off in providing a quote of our monthly bill and furthermore, was unable to get us signed up for any of the "free" promotional subscriptions offered as incentives. The CEO representative was willing to offer some reimbursement for our services and equipment costs for cancelling our services as opposed to keeping us as customers by coming up with a plan to get our monthly bills to the rate that we were provided when we signed up. After three months of trying to achieve reasonable resolution of these issues, we cancelled our T-Mobile service, returned the equipment (T-Mobile refused to reimburse us for shipping and insurance charges but, would not allow us to return the equipment to the store). We had also purchased protective cases for the two "free" tablets that T-Mobile would not reimburse for and the cases are outside of the return window. As stated previously we did receive some reimbursement but, this has been a very time-consuming, stressful process to go through. T-Mobile is greatly lacking in honesty, integrity, and customer loyalty. I strongly encourage consumers to be aware of T-Mobile's deceitful, misleading and dishonest practices before agreeing to sign up for services. For current customers experiencing these problems, I highly encourage filing complaints with the BBB, FCC and State Attorney General's Office. Save any written documents or promotional materials that you were provided when you signed up and attach them to your complaints. These agencies need to be aware of the issues that consumers are experiencing with...

I should rate it for 1 star or 5 star this is because the associate name Justine was a terrible. He always have this attitude that don’t want to help unless you buying something or switching to their service. He was not helpful at all. When I went there to return my IPhone Air 17 he doesn’t want to do it because he said only the manager can have that access for the return. But then I realize that I really need to return that day I went back and Rob helped me out and he was able to do it. Justine doesn’t want to do his job at all. He is not good at customer service at all. He was also told me when I’m ready to get my IPhone 17 pro max that I cannot get it anymore because that’s the promotion on the day of I switch my network to them. But Rob and the manager who took care of me that day I switched my network and supposedly I get that new IPhone told me or us that it’s ok to get another day after I know that I don’t owe my old phone from my old network. So when I’m ready to do that Justine insisting that doesn’t work like that. He had this tone that doesn’t want to do it. It’s like he doesn’t want to talk to customers unless you buying something. That is why we did it all online to get that iPhone 17 pro max. All I can say is that Rob is the best person to deal with when it comes to customer service. He deserves to get promoted. He will help you without attitude. Thank you Rob for being a kind...

Never visit this location, they perform commission fraud versus providing basic customer sales and service. My grandparents received mail from T-Mobile about the Unlimited plan for seniors. It was when they visited this authorized retailer that they were told they could keep the same senior plan but also get free devices. Come to find out the offer for the plan was only available if you brought your own devices. Even further more, when they received the first bill it was not what was quoted in store. They never put them on the senior plan and were charging the full cost of the devices. When visiting the store to have corrections be made, the Sales Consultant would not own up to his actions and neither did the Store Manager. I have looked at prior reviews and noticed that this is a reoccurring issue at this location. I will be contacting Arch Telecoms Corporate office and T-Mobile’s Fraud...