This was the best service I ever had since Sprint merged with T-Mobile. I had been to several locations and no other locations provided best customer service with best courtesy and answer every single questions I inquired with details. Start from greetings, as I approached to front service counter, "Welcome". The conversations throughout the whole time was pleasant with laughters and smiles. Every time I interrupted, the reply would you, "you are fine. Please ask." Swapping phones, creating new account, along with discount plan with auto pay and business discount were suggestion and I ended up with lower prices for all existing phone and watches. More importantly, the patience and the time the person is willing to wait transferring all datas for my sister old phone to new one were greatly appreciated. I would like to say, "hat off to your excellent service, Khayree Wells." I will be recommending you to my local friends . Appreciated and thankful. read more

I believe deceptive and misleading sales practices were used to persuade my family to switch our wireless service from MetroPCS to T-Mobile. We were loyal MetroPCS customers for more than 20 years. During our visit to a Metropcs store, a sales representative assured us that, because of our long-standing loyalty to MetroPCS, T-Mobile would provide us with approximately **$2,000 worth of equipment** as a customer appreciation incentive if we switched our service and enrolled in AutoPay. The representative who made contact with the T-Mobile representative who further **guaranteed** that our monthly bill would be **$145 per month** which was only a few dollars more than what we were paying for less could get us a family plan that included: * Three unlimited phone lines * One tablet line * One Wi-Fi/hotspot device * AutoPay enrollment These representations were the deciding factors in our decision to leave MetroPCS and switch to T-Mobile. At no point were we informed that the equipment was being financed through a 24-month installment agreement, that we would be relying on bill credits, or that our monthly charges would exceed the amount we were promised. These material terms were either omitted or misrepresented during the sales process which we repeatedly asked about during the sales process. Less than one month after switching, we received a bill via our mobile device for **$355**, more than twice the amount we had been guaranteed. When we returned to the store to address the issue, they redirected us to a T-Mobile store. When addressing the matter at the T-Mobile store, we were not offered a meaningful resolution. Instead, we were encouraged to enter into a payment arrangement for charges that were never disclosed or agreed to. We were also informed that our account had been removed from the original family plan and placed on separate individual plans, resulting in significantly higher monthly charges. This change was made without our knowledge or consent and directly contradicted the agreement that induced us to become T-Mobile customers. When the store referred us to Customer Care, we were again denied a resolution that was remotely close to what we agreed to. Customer Service advised us that even removing the internet device would not reduce our bill to the promised amount. We were then told that going beyond the first initial billing cycle would lock us into financing agreements and service commitments that had never been clearly explained before we agreed to switch providers. Only after the sale did we learn that the "$2,000 worth of equipment" was not a loyalty reward or promotional gift as represented, but rather devices financed over time through installment agreements and promotional bill credits. This critical information was never adequately disclosed before we entered into the agreement. We believe these actions constitute deceptive sales practices and material misrepresentation. We relied on the statements made by the sales representatives when deciding to switch providers. Had we been given complete and accurate information about the true costs, financing obligations, and billing structure, we would not have agreed to leave MetroPCS. Consumers have the right to receive truthful, complete, and transparent information before entering into a contractual agreement. Misrepresenting the price of service, failing to disclose financing obligations, and changing customers to different rate plans without their informed consent undermine that right and erode trust in your company. Accordingly, we request that T-Mobile immediately: * Conduct a formal investigation into the conduct of the sales representative (via authorized dealers to customer care representatives over the phone) and access the phone conversation where this transaction occurred. * Cancel all equipment financing agreements and service obligations associated with this transaction without any early termination fees, penalties, or negative impact to our credit. * Remove any charges that resulted from the deceptive representations made during the sale. * Restore us to the position we would have been in had these misleading representations never occurred, and compensate us for the inconvenience this event has caused now rending us without new operational devices we would have otherwise possess. * Provide a written response outlining the findings of your investigation and the corrective action taken. If this matter cannot be resolved promptly and fairly, we will have no choice but to pursue additional remedies by filing formal complaints with the **Federal Communications Commission (FCC)**, the **Federal Trade Commission (FTC)**, our **state Attorney General's Consumer Protection Division**, and the **Better Business Bureau (BBB)**. We will also consider pursuing any other remedies available under applicable consumer protection laws. read more

terrible curtomer service! ten days and still no solution. agents mislead & lie every time you call

The worst service of my life a boy instead of helping me put a new line was talking on a FaceTime with his friends. He did not want to give me a new SIM Card just because I don't bring my ID but i show a photo of my ID and he decided mot to help me. Very bad experience with the service. read more

Worst n poor customer service experience Busy talking in Spanish n only helping their own culture Worst people working here, they don't know multi task at all.. 3 person helping one customer read more

Thanks for helping me upgrade my phone! Believe the guy who helped me was Kiko but all the people working were friendly and helpful.

Worst T-Mobile store! They don't acknowledge you when you come in. These kids don't know how to multi-tasks.

A big thank you to Alex who provided quick and knowledgeable service in helping me upgrade my phone. I upgraded from a LG4 to S10 which needed a Micro SIM card. Alex is friendly and courteous which is much appreciated! read more

Worst t mobile store. Giving you false info/promo just to have a sale. Worst customer service.

Went in for just an upgrade and kept telling them I didn't want to add on anything else and service reps kept pushing and wouldn't take no for an answer. Wouldn't recommend read more

Angels! I don't know where to begin in expressing my gratitude for the customer service at this location. Jose Gonzales and Karla Medina patiently assisted my mom and my 89 year old "recently turned deaf" step dad by providing him with a working phone with captions. He was abandoned by his son who provided him with the phone and stopped paying the bill when he payed it at Sacramento tmobile he went away with non working phone, he brought it to hayward tmobile near my house it had no sim card and no account info, Jose patiently researched the account provided him with a new sim card, patiently showed him how to use it and Karla provided them both with chairs to sit in and Karlas customer who we are calling "mother Theresa" paid my step dads bill for six months, she said she was thanking him for being a veteran and serving our country. By the time I got there after work I was able to place test calls to show them captioning was once again working and thank Mother Theresa and Jose and Karla, I recently switched to Tmobile both my business and personal phones and I am glad I did. It is rare these days to find young people that are patient with elderly and disabled this team rocks! I thought customer service was dead but this location has Angels. God bless you guys! Thank you! from Daminna and doggie Vino lol read more

Don't want to blast her name but starts with a M and has pink hair was the most horrible service I have ever had at T-Mobile. Every time she talked to me she wasn't even looking at me. Any questions i asked her, she is just reading off a paper and not even making any sense. The whole time I'm like huh? Her voice sounds like she's hating that she is even there, so I'm like is she good? Terrible service and she is obviously not knowledgeable in the product. I really wanted to get a new phone but I rather go to another T-Mobile in another city than to deal with this lady again, and I don't even care if this store was 3 min away from my house! Also! I'm literally standing there for 15 minutes and absolutely no one greeted or acknowledged and said "we'll be with you soon!". read more