Upgraded my nieces phone and received an $800 bill credit toward her new iphone 13 Pro. Rob is always helpful and let's me know of all the current promotions so we don't miss out. read more

&/Prime Communications , , ' . I was charged $1000 in extra fees, and after spending 10-12 hours on the phone with 4 different AT&T customer service departments, I was told, not only would I not get refunded, but the only way to resolve was to pay off my phone early or lose the phone number I have had for the past 15 years (and which I use for business). Most "AT&T" stores in Charlotte, NC are owned by Prime Communications, AT&T's largest authorized retailer. As a consumer you would have no way of knowing the difference. Corporate and Prime Communication stores look identical and employees both wear AT&T branded polos. After doing some digging and hearing from other victims, it's clear adding fraudulent, unauthorized charges to customer accounts is standard practice across all Prime Communication locations. You will also not be able to contact Prime Communiation directly. They never answer their phones or respond to customer complaints. I finally received a partial refund of $450 from the Office of the CEO only after filing a complaint with the Texas BBB. Meanwhite, I spoke to many AT&T customer service agents. AT&T is well aware of their behavior but are unwilling to hold Prime Communications accountable. Every agent's solution, including the Office of the CEO, is to repeatedly and strongly advise me to avoid all Prime Communication stores in future. read more

I would give them a zero if I could. I went into the Paducah, KY Prime store because I had a virus on my phone and I ended up upgrading to a new phone. A brand new line was added to my account without my knowledge and the payment plan for my new phone was added to that new number. Now I am having to pay $55 for my old line and $70 for the new line although I have no need for the new line. I'm told by Prime to call 611 which I did and spent 3 hours on the phone with them and they told me they could not cancel the new line. I went to AT&T corporate store and they tell me that they can't do anything about service activated by a dealer. Bottom line is NO ONE is taking responsibility for the fraud that was committed on my account. My next step will be to turn them into the BBB and see if I can get any response. read more

Biggest joke for a company i have ever dealt with They let there stores take money from you not provide the services they say they are going to and then don't even answer there phones during business hours no wonder they get sued so much there worse than the scammers they do it to your face then call the police so it's now a civil matter not oh they just stole your money they know how to play the system just like a good scammer I am going to cancel everything I have with the company I would rather pay a lot more then deal with there lies and horrible ethics read more

If I could rate a ZERO I would - a local store employee added a line and USED it on my account, ATT corporate refused to deal with it as fraud, but they provided me with employee number, IMEI number, phone information and number, etc. I called the store and got nowhere. I went onto google and rated/fried the store that it happened in and a Manager named Dave told me to email Prime - still refusing to deal with the fraudulent employee. I've emailed them multiple times, the only email I got back was in reply to my initial complaint saying they'd resolve it in 24-48 hours and that was over a month ago now. I have now stepped up and have been emailing them daily with NO replies. This employee needs to be FIRED. It took me hours to get over $400 worth of charges off my bill (from ATT corporate). Prime and their ATT Store in North Providence Rhode Island refuse to do anything about this, even with all the evidence I provided. They are the absolute worst. I'm not going away until they resolve this. AVOID any store that Prime owns, find another way if you wish to stay with ATT. Look at their map, and find another store, and speak up against such unauthorized and ILLEGAL behavior of their employees and the stores that are covering for them!!!! read more

I returned a telephone to a store almost two months ago and it sat in their safe for about a month before I realized the return wasn't complete. Now almost a month later my account still has not been credited because of numerous excuses. The store employees can't do it, the store didn't have a manager, our employees weren't trained correctly, the safe was broken into and the telephones were stolen, it snowed and we have a new manager she is starting tomorrow or next week. I have left contact forms and voice mails no one from Prime Communications has ever contacted me. One employee in the store has tried to help, but he doesn't have any authority and no one from Prime Communications or AT&T seems to communicate with the store employees. AT&T has reversed some of the charges but not all since they don't have a record of the telephone being returned. read more

THIS IS NOT A REAL ATT STORE. DO NOT GO THERE! The manager of the store sold me a phone I did not ask for and when I realized it was the wrong phone, I took it back and he charged me the $55 to swap it for the RIGHT phone. Manager added excessive charges on our account we did not ask for. Our bill was over $400 before we noticed and called the REAL ATT and was able to get the excessive charges removed and my bill down to $230/month. HORRIBLE PLACE. Check with ATT who the REAL STORES are before shopping in store. read more

ATT will not honor the free Pixel watch promotion offerred in your Gainesville, Ga store. ATT states that promo code was not entered with the order. I went to the your store. Manager acknowledged that a mistake was made BUT they CANNOT control ATT billing. The ATT / Prime Communications arrangement leaves your customers caught in middle. Your stores should have a sign stating ATT DOES NOT HAVE TO HONOR PROMOS OFFERED IN THIS STORE. BUY AT YOUR OWN RISK. I emailed Prioritycustomer@primecomms.com on March 30th. Received an immediate auto generated reply and have NOT heard back since. read more

Avoid Prime Communications retail stores at all costs. Trey in O'fallon Illinois cancelled my insurance and took my plan out of my name entirely when I authorized nothing and was not even present. No one answers calls at Prime or emails. Even though I got the robo email saying we received it and we will get back to you ASAP. read more

UPDATE SEPTEMBER 26, 2022. Received a statement that showed I did NOT get a free iPhone iWatch that was offered to me on July 23 by REGGIE at Primate Communications. I went to the store today as instructed by AT&T Customer Service and the MANAGER told me he had to talk to REGGIE regarding the free iWatch that he offered to me and he is not here. HE IS THE MANAGER !!!! I was only able to get $183.40 off the $329.99 iWatch - for now. Thanks to AT&T Customer Service and NOT this store. So, not only did I get charged for Protect Advantage which I did not agree to - I was charged for the iWatch. Of course, their PRINTER did not work on the day I was there in July OR July 2022. I got a REPLY from the owner (or District Manager?) of this AT&T Store (see below) but I never received a reply as promised. I solved the issues in this review by myself. July 23, 2022. Watch out for REGGIE at this location. He had plenty of 'offers' but when I received my Customer Service Summary from MyAT&T it had the Protect Advantage ($17/month) which I said I did not want and AT&T Next Up ($6/month) which I was not even told about !!! I am thankful for the main AT&T Customer Service for explaining what will happen to my billing cycle each month - which will take THREE MONTHS to adjust any discounts/credits/mistakes. read more

Prime Communications - SCAM Alert - Mobile Phones Near Me - Sugar Land, Texas

I have spent 19 logged hours on the phone with AT&T, Asurion and this company's store in O'fallon, Ill. Tyrell was helpful on the phone. Jordy screwed up my account royally and I mean fraudulently, but he no longer works for AT&T per the company. Trey, the manager, was almost helpful until he wasn't. He basically said, "Too bad too sad." When he found out that Jordy took my entire plan of 7 phones out of my name and put it in my son's name. The problem is, I learned from another employee, that in order to do this he MUST HAVE ME PRESENT IN THE STORE TO AUTHORIZE and the insurance with Assurion has to be dropped and restarted. He failed to restart the insurance. I have never been in this store ever. BEWARE this is an authorized retailer. They are NOT AT&T. AT&T has appeared to take ownership of the issue and I may be getting a replacement phone after calling at least 30 times, being unheard, misunderstood, transferred to a black hole, hung up on, promised solution after solution and lied to many times. I am at least hopeful again tonight, but Prime Communications (owner of this store) is getting sued if I don't get a new phone. Trey should be fired. Prime Communications should lose their franchise rights. Good luck getting a response to their web form or getting anyone to answer a phone. That goes for the District manager over O'fallon and the corporate office in Texax. read more

I bought a new IPhone 13 last night. I never touched the phone. The sales lady did some programming or something and put it back in the box. I brought it home and put it on the kitchen counter (still in the box). My son came home and looked at it and said it had a chip in it. I told him I'd return it today and get a new one. The person working at the store was very helpful, but his boss, Chris Fesserden, District Manger, would not him to replace the phone for me. Chris is an obnoxious, rude and totally unprofessional person. Told me I probably scratched it at home. He told me I should have inspected the phone before I left. To do that, I would have had to hold it in every light and every angle. He would not entertain any thoughts on how to remedy the situation. He shut me down and told me he had been with AT&T for 10 years. Not impressed. I have been with them a whole lot longer. It's not a huge scratch, but it's a brand new expensive phone. Called the 611 AT&T line and they advised me to take the phone back to the point of purchase. I told her I was there now. She said they should replace it. You would think so. Extremely disappointed. Everyone was very helpful and kind until I got on the phone with Chris Fesserden. Absolute worse customer service experience ever. A terrible face for AT&T. read more

Terrible experience switching from Verizon. The associate named Sky lied about multiple things and then when I called back contued to lie after my wife and i verified in the store with him multiple times. Went to a different a store and they confirmed he lied and was from a third party store. Don't go to this AT&T store. Go to a corporate store where they are honest and professional. Took me hours at the corporate store to straighten up all the shady stuff Sky did. When I called the store to speak with a Manger they wouldn't connect me... read more

Stay away from their AT&T store on Railroad Avenue in Danville, CA. The sleazy sales associate added 2 additional features to my husband's new phone plan without telling us. When I called the store and asked the sales associate who added those 2 features, his answer was, "I don't know. You'll need to talk to my manager." Called 611 and the features were removed. Also filed a complaint with the BBB against AT&T. According to AT&T, the sales associate should have asked us to approve the 2 additional features. He didn't. Next we file a complaint with the BBB against Prime Communications. read more

Absolutely horrible experience with the Joliet, IL store where the employee lied to me to make a sale and when I went back with a problem and learned she lied, she told me to get the f*** out of her store! I called Prime Communications corporate and no one ever called me back. Great way to do business. read more

@PrimeComms I went in on Monday to inquire about getting a new phone because mine was damaged. During the set up process I changed my mind because I remember a friend offering a loaner phone until I can Process the insurance claim. I hadn't paid anything yet but I told him (Alex) I changed mind my mind and he spent Some time trying to reverse the order an cancel it, after about 20-30 I couldn't take it I had plans that I could not be late too I caved in and he said "I'm sorry I feel like they are giving me the run-around" and I left. I've since then tried called twice to get a hold of a manager so I can properly get this returned from someone who knows how to do their job and request a full refund because I know I was a pawn because Alex told me he couldn't get it cancelled and they were giving him the run around. read more

In late Aug. I went down to the (PrimeComms) ATT store on Highway 60 in Monett, Mo., and talked to the (PrimeComms) store manager, a charming guy named Tony. I signed up for wireless Internet and wireless home phone, and left the store with a small unit that just plugs into a wall socket and sends wireless signals to a person's computer. The way this system works is to access nearby cell towers for both Internet and home phone. I plugged the unit in and tried to get online but was not successful. I took the unit back to the store the next day and Tony said to take it back home and leave it plugged in for a couple of days. He said it probably needed a few days to access the cell towers. I did as he suggested, but after leaving it plugged in for 2 days I still had no Internet nor home phone. I took the unit back and Tony swapped out the SIM card. He plugged the unit in at the ATT store and tried to get it to work in the store but he could not get Internet on it either. I had brought my laptop in, and although I could get the Internet on my laptop using the store's wireless, if I switched to the ATT unit I'd been given, I could not get Internet. Tony fiddled with the unit for over an hour. At that point I said I wanted to cancel my service. I had been told by Tony that I had 14 days to cancel the service. I had possession of the unit a total of 3 days. Tony said no problem, he'd cancel the service. I gave him the unit and he took possession of it and I left. Sometime in mid-Sept. I got a bill from ATT for $158.13. I took it back into the store and Tony said ATT's computers had sent the bill, that I was not to worry, that soon the computer would zero out any charges. I believed him. I did ask for something to show I had returned the unit, but somehow Tony talked me out of it, and I'm still not sure how he did that. When I signed up, I signed an online form, signing with my finger, but I was not given a copy of what I had signed. In early Oct. I got a bill from ATT Corporate for over $260. I went back into the PrimeComms ATT store but Tony was not there. He'd been fired. The new manager was a guy named Ian and he knew nothing about what Tony had done. He said my service had not been cancelled. He said I did owe the $260. He said the unit had never been returned according to their records. I did call ATT Corporate and cancel my service at that point. Ian was correct--my service had not been cancelled. That wasn't the only thing Tony lied to me about. I never made a single phone call using the ATT device. I never sent a single email using their device. I never accessed a single Internet web page using their device. I've spent 4.5 hours over a period of several weeks on ATT chat with 14 different "specialists", none of whom could help me. I spent an additional 1.5 hours on the phone with ATT to no avail. AVOID THIS STORE AT ALL COSTS. read more

If I could give ZERO stars, I would! I have contacted customer services with Prime Communications, and I just keep getting sent to voicemail. No call back! Prime Communications forces their employees to sell services, yet they don't give them the resources to help customers with the issues they have with these services! I signed up for DirecTV Now on April 12th and was offered a free Roku Stick for signing up. The store did not have any in stock. No big deal! I didn't mind waiting for it to be shipped. Two weeks later, no Roku stick and no information about it. The AT&T store can't access this info. Customer Care is unable to access this info. I keep getting referred to a live chat because apparently nobody has a number to call and speak to an actual person! 3 live chats later, and this issue has still not been resolved! The people on the live chat provide me with my order number and reference number and tell me to go to my AT&T store. The AT&T store is unable to help, so they tell me to contact Customer Care. Customer Care tells me I have to do a live chat, and the cycle repeats! How can you ask your employees to push products that they are unable to access and help with!?!?!?! Your employees get cussed at and screamed at for something beyond their control, and you guys can't even get back with your customers!?!?!?! I feel sorry for your employees! This business is sorry, and I wouldn't recommend them in the slightest! read more

AT&T Retail Store 3609, Suite 100 Pearland, Texas ZERO STARS!!!! BEWARE! WORST CUSTOMER SERVICE I HAVE EXPERIENCED IN MY ADULT LIFE! I have never written a review or filed a formal complaint against an employee until this experience. The manager of this store opened 3 unauthorized accounts; backdated my account; took 21 days to return unopened, unactivated, and unused equipment to my account; hung up on me numerous times; placed me on hold for very long periods of time, often failing to return to the phone; failed to return my calls, etc. I have spent countless hours on the phone with AT&T corporate about my account and his treatment of me. Prime Communications, who owns this store, has not responded to my 3 phone calls or my e-mails. I was in Pearland visiting family and on November 19th, I stopped in this AT&T retail store to get a quote on switching wireless carriers. I did not make a definite decision to switch carriers that day, but several times the manager asked for my social security as well as my husband's social "to store in Notes" on his personal phone "to work on the account later". I refused to provide him the numbers and I even explained to him why I would not be providing the numbers for him to "store". My husband was not opening the account and was not with me. There was certainly no reason whatsoever for the manager to "store" a customer's social security number in his personal device. On November 21st, I made the huge mistake of signing up for service with the manager at this AT&T retail store. I authorized 4 cell phone lines with unlimited data. The manager was also very pushy about getting me to purchase two iPads for $50 each and he kept telling me he was "GIVING" me 3 free AT&T tablets. He insisted that none of the devices required line activation. I repeatedly explained that I have 3 iPads which I use with students at work. I made it very clear that I would not open additional lines for these devices. The manager repeatedly assured me no additional line activation was required. I deeply regret purchasing the 2 iPads and accepting the 3 "free" tablets. I had a very bad feeling about the entire experience with this manager. When I returned home on November 23rd, THANKFULLY I went by our local AT&T corporate owned store to check on my account. I was informed that 7 lines had been activated, not 4. The manager had activated 3 tablets without my permission! I was informed this meant I had been charged $45 plus tax for each additional line and would be required to pay $10 per month for each line for 24 months! LUCKILY, I was still in the 3 day buyer's remorse grace period so I closed my new account after only 2 days. I had the 5 unopened, unactivated devices with me and attempted to return them to the AT&T corporate store; however, I was informed I could not return the equipment to them because I had purchased the iPads and tablets at a RETAIL store and everything would have to be returned to the same store. I now know there is a HUGE difference between a AT&T corporate and retail owned stores. As if that weren't enough, I learned the account had be backdated. I paid $41 to ship the devices to a family member to return to this store in Pearland on December 1st. Over the past 33 days I have made numerous calls to the manager about all of this! I have spent countless hours on the phone with AT&T corporate who couldn't help with the situation because this is a retail store, not an actual AT&T owned store and the manager is not an AT&T employee. It took 21 days for the manager to credit my account for equipment that was returned to the store! I tried NUMEROUS times to give him the opportunity to credit my account; however, the manager kept telling me he was TOO busy to get the 5 tablets returned and issue the credits to my accounts. He did inform me that I would be charged a $45 restocking fee for each of the 5 devices! This manager received the equipment on December 1st yet AT&T corporate just informed me that on December 22nd the manager indicated on my account the equipment was returned. BEWARE!!!!! read more

Worst Customer Service Response Time. I have not had my call returned, nor does anyone pick up a phone when I call. I am having problems with one of your District Managers and his lack of response on our issue, and it seems even corporate is not helpful. read more