T-Mobile is a business of liars who are money hungry in these hard times for people. They tell you to do things and then they don't follow through with what they told you and act like you're not an intelligent person. Once my bill is paid with them I am gone and I will encourage others as well. We deserve better service than being lied too. read more

Subject: Formal Complaint - Billing Misrepresentation and Unethical Sales Practices at T-Mobile (Holt & Euclid Location) I am writing to formally report a concerning experience involving misleading billing practices and potential exploitation of my friend at the T-Mobile store located at Holt and Euclid. My friend recently visited this location due to issues with her phone and, out of necessity, purchased a new device (iPhone 16). During this transaction, she was not clearly informed of the full financial implications of her purchase and left the store with a significantly higher monthly bill than expected. Previously, she was paying approximately $70 per month. After her visit, her bill increased to over $100 per month without a clear or transparent explanation. When we returned to the store for clarification, we spoke with an employee (name believed to be Adriana or similar) and later the store manager, Victor. During this interaction, explanations provided were inconsistent, unclear, and at times contradictory. Despite repeated requests for a simple breakdown, the information given did not logically align with the actual costs. Here are the key concerns: * My friend traded in her iPhone 13 for a $630 credit toward an iPhone 16 priced at approximately $730, leaving a $100 difference. * Instead of allowing her to pay this $100 balance upfront, she was placed into a financing structure without clear consent or understanding. * She was enrolled in additional features (such as streaming services and add-ons described as "free"). * Most concerning, she was initially charged for a second line that she did not request or authorize, which significantly inflated her monthly cost. * Only after we challenged the charges was this second line removed, reducing her bill to approximately $87/month--still higher than expected based on the actual breakdown of services. Based on the actual numbers: * $55 base plan * $10 protection plan * ~$4/month device balance The expected total should have been approximately $69/month before taxes--not over $100. Additionally, during this interaction, I was labeled as "aggressive" by the store manager when I was simply asking for a clear and accurate explanation. This response felt dismissive and inappropriate, particularly given that we were attempting to understand a situation where my friend was clearly being overcharged. This experience raises serious concerns about: * Lack of transparency in pricing * Enrollment in unauthorized services * Misrepresentation of promotional offers * Pressure-based sales tactics targeting vulnerable customers We later visited a Verizon location, where the pricing and terms were clearly explained, further confirming that the T-Mobile transaction lacked transparency. She is locked in for two years. This situation reflects not just a billing issue, but a broader concern regarding ethical sales practices and customer treatment. read more

Friendly, professional and timely! The team work well together. There a nice selection of products available. They don't try to upscale you or aggressively offer more than you need. read more

Came to this location, asked about an iPhone 15 pro max. Unfortunately, they didn't have any but they did say that they were going to get a shipment later that day. I never got a call back sadly. Customer service was decent. read more

Bad customer service Needed explanation and only got his attitude no manager in store read more

First and foremost, in any business I walk in, it all begins with CUSTOMER SERVICE, came inside last night, was greeted, assisted and felt relaxed, not like a car salesman, but we felt comfortable, young lady named Krystal listened to us, explain what our options are, very kind and respectful that we wound up switching our carrier to T-Mobile, saved some money and helped setting up our phones, not once did I felt uncomfortable, it was great experience and would be recommending my people's to them , Thank you Kristal Thank you T-Mobile Store T-Mobile 9704 101 N Euclid Ave Ontario CA 91762-3510 Sales Rep #:****995 read more

T-Mobile - Mobile Phones Near Me - Ontario, California

Horriible experience with them. Make sure your account is the one they are applying your money too because how do i a customer see what there doing on there tablets. I paid my bill but the girl applied to another account. I spent the whole day speaking to T moblie on friday literally Mothers Day weekend trying to do there job. And finally to find out i needed to go back to the store. You literally pay an arm and a leg to be treated like garbage. read more

Staffing is ridiculous and very disrespectful, u ask them to explain they say 2 words and then act like they explained in details, very bad customer service. read more

So I needed to upgrade 2 phones today and wanted to take advantage of some really good upgrade offers. I've had my plan for 2 years and was asking Jimmy basic questions. He seemed really pissed about having to do his job, he shows no emotion, doesn't smile, and was not excited about helping me upgrade a couple of phones. Doesn't he make comi$$ion? He should have been doing heel clicks and backflips since I was buying 2 iPhone 14's. I had iPhone 12 minis that I was upgrading and I chose the phones we were going to upgrade. The manager Yolanda tells me I need to get NEW charger blocks since they don't come with them anymore. I told her I already had the ones from my iPhone 12 minis and she SHUSHED me, spoke over me and told me they were different and that the plug was different. She then showed it to me and I explained to her that is the one I have at home. She then told me that I didn't because that plug came out just under a year ago. So I get home and guess what.., it's the same plug. Yolanda needs to learn some people skills and treat customers like if their not stupid. Also, her nails were like 4 inches long and couldn't work her tablet or activate the phones. I can guess how dirty her nails are and she's touching our new phones. I had to wipe them down with Clorox cleaning wipes when I got home. She shouldn't be in this kind of business with long nails like that if she can't even do her job. Also, since there's nowhere to sit, we sat there for 3 hours trying to get these phones activated and we're forced to sit on the dirty window sills full of DEAD FLIES. I wonder what their restrooms look like. Won't be coming back here. I'll go to an authorized T-Mobile store! read more

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Opened a new line and purchased a phone today and Kimberly was beyond helpful, kind, and had a great attitude. The process was fast and uncomplicated. She let me know the promotions without forcing them on me and kindly answered any questions I had. Had a great experience read more

I just wanted to give a huge THANK YOU to the staff at T-mobile ( Daniell, Yolanda, and Andrea) you ladies kicked ass. Even though it took over 4hrs to problem shoot the issue with the phones you didn't give up and worked together. My girls and I truly appreciate the hard work you did to solve the issue. You gave us the BEST customer service and kept it so professional. Again thank you ladies for getting it done!! I hope your boss see this and at least acknowledges you ladies. read more

We enjoyed our purchasing experience, Albert was super nice and patient. He explained everything we needed to know. Albert has good customer skills and knowledgeable. He deserves a 10 for top notch buying experience we had. Thank you!!! read more

Worst CUSTOMER SERVICE!!! Waste of time driving here. Music was too loud. I'M SPEECHLESS on how this store location is still in business. Will never give here again!!! read more

I don't like that this is my local location, employees are always so slow and the line is always backed up when ever I come in. There is no system as to who is next and everyone looks confused. Other times I've come in and the employees out numbered the customers and it was still the same if not worse because two male associates decided to play catch with a box instead of helping us. The worse part is that the store manager was present and she said nothing or did nothing. I wish I had other choices than coming here. People are walking out because they have both been with the same customer for over 40 minutes... Only 2 employees on a Sunday, this is such a poorly run location... read more

T-Mobile - Mobile Phones Near Me - Ontario, California

This is never a location you can walk in and out of. I went to set up a new phone line and was told the phone I wanted was out of stock but would be shipped fast. The girl who helped me said she'd call to let me know when my phone arrived. When I heard nothing from her I called on the latest given date it was suppose to be delivered by I was told it wasn't there. So I waited for a call that never came. I finally thought to check my app which said it has been delivered on the day I initially called....Walked into the store hoping to just pick it up but it's full of people and apparently even with the phone fully paid for you can't just come pick it up. I was also informed they never call people to let them know when their phone arrives. So needless to say they need to work on their customer service abilities. read more

NOT HELPFUL AT ALL. I SWITCHED TO ATT... just like I said I would. The people there were rude and ignorant. read more

Had to stop by your store tonight to flip my service from sprint to T-Mobile. What would've normally have been a Long and annoying visit turned out to be a lot of fun. It was due to the employees there especially one stand out named Andrea. She was knowledgeable, friendly, funny And all about the customer. I've had to deal with a couple of different sprint stores (now T-Mobile)And have not had the best experiences. Thanks to Andrea specifically I will only go to the T-Mobile on Euclid and Holt now. She is a superstar employee that made a tedious task a lot of fun read more

Jesus was amazing gel me save so much money and his personality is amazing. He answered all my questions and he was so nice

You must have patience when it's your turn to wait! I promise once you get your turn you won't be disappointed! Walked in with a family of 4 at 6:48pm thinking they closed at 8pm to my surprise they closed at 7pm... They welcomed all of us with open arms! Jimmy is fairly new at T-Mobile but the kid was a hustler! Try'd to answer all our questions & do everything in his power to make us happy customers! Omar seemed to be the head of this location, he had his own set of customers but always keep't an eye on Jimmy to make sure he was doing things correctly! Both are sweet, knowledgeable & fast on their toes! Feeling bad that it was past 8pm & not to mention Mother's Day, they never once made us feel bad about keeping them there late! I have been to many crappy T-Mobile's in my life making me not wanting to visit one unless I absolutely had to! But for once I walked out feeling great about my purchases & changes! I must say tho, a self payment station would be great & would keep the traffic flowing giving the boys more valuable time without making the customers feel bad for making others wait just to pay a bill! Thank you Omar for your patience & all your help! Jimmy! Your the sweetest, you are doing a great job, just try to relax a lil more! Outstanding team at this location! 4 starts because we did have to wait for our turn! 5 stars because they are so good at their jobs that I didn't even realize how much I had spent! Lol... jk! read more

The worst experience EVER !!! very rude sloppy employees. they have you wait while they chat about mindless things with each other and other customers at the expense of your time. I left with my new phone alone find out it wasn't properly activated and i was un able to receive calls. Called and asked if they could help, Sorry NO !! terrible read more

I been there to upgrade my phone and received the worst customer service. The customer service representative "Javier" was looking into his device and didn't even take the time to talk to me about my options. As customers we seek guidance, especially if we been loyal customers for years. I am not sure if Javier undergone any sort of customer service training, but seriously this person should not represent T-mobile. Putting such personnel at the forefront may harm the brand's customer base and reputation. I don't recommend this branch for any services.. read more

PLEASE DON'T WASTE YOUR TIME HERE AND GO TO AUTHORIZED TMOBILE STORE!!! Manager is rude and was eating while I was trying to resolve my issues. I called Tmobile and had my warrant exchange phone shipped to this location because my iPhone 6s screen was blinking in and out. The manager at this location would not give me my warrant exchange because she felt that iPhones screens did not do that and I must have damaged her phone.It past all their Pre inspection but she would still not allow me to pick up my warranty exchange. After spending an hour going back and forth with this lady who could not show me any proof how she came to that conclusion since the phone had no physical visual damage or water damage another employee told me the store is not a authorized Tmobile store and if they accept my exchange and it is damaged the store would be fined. I went to an authorized store on 4th and vineyard in Ontario who inspected the phone and said there was no damaged they could find cause by me. The phone was defective and they noted my account. read more

This is a great store. I've been to many T-Mobile locations and this one is by far the best experience I've had. Positive vibes and friendly, approachable associates. I recommend them all but have favor for Lourdes because she went above and beyond for me read more

Thank goodness for ERIC! The second time I had to go to the T mobile on Euclid and Holt and I had great service to clean up the fuck up of CLAUDIO who assistedme the first time I went. Great service, very clear and helpful. Totally puts the customer first. I would ask for visual explanation with receipts and he was on it! Totally knew what he was talking about and even did his job of communicating with the company. He even admitted that there was something weird going on in our plan. Always ask for receipts of your account before and after you pay anything. Totally needs a raise or to be a manager!! I asked if he was the manager and he said he was the keyholder but hs needs to be a manager, hands down fast and great service. Warning though: not ask for help from Claudio, he has horrible service and is very confusing, charges you for the wrong thing and even set us into a plan that we didn't ask for. His Spanish is horrible especially in explaining important information of phone plans. The way that he talks to you is extremely demeaning and goes out of his way to write down math to add the cherry on top to his demeaning attitude. Needs to get his head out of his ass. He doesnt put the customer first and doesn't even ask what the customer wants. He gives bullshit explanations for what he is charging and doesn't show the online layout so you don't know if he is lying. Check your online account for sure before going. But you can tell that he is just being straight up lazy. Honestly don't know why he hasn't been fired. read more

My little brother told me to come to this T Mobile because it has the best customer service/ support representatives and boy was he right! All the staff is extremely friendly, helpful, and informative. Andrea is THE best; highly recommend her. Also based on some reviews I saw..If someone is helped before you even though they arrived after you or "cuts" you it's most likely because they had an appointment, which the store does in fact offer. I'm sure if you ask an employee they will be more than happy to assist you in making one! Please don't blame employees for stuff that is out of their control (-: read more

Walked in no one greeted me a welcome or hello I stood their for about 15 minutes till someone helped me not good customer service

The moment I walked in to TMobile in Ontario on Euclid I was greeted by Javier and was informed of how many customers were ahead of me. Then as the customers were helped he'd continue to check in to let me know where I was in line to be attended. It was nice to be acknowledged instead of feeling ignored and wondering when I'd be helped. Once it was my turn Claudia assisted me and was friendly, patient and helpful and please keep in mind that the store closes at 8pm and it was my turn around 7:45pm. I came to TMobile to transfer my services from Sprint so it wasn't going to be an in and out service. I felt bad that she would reassure me that it was ok and was really nice about staying late after closing... I ended up leaving after 9pm and am beyond impressed with how professional and generous the staff was. Great job TMobile team... I am happy to have made the switch of phone providers! read more

Went to this location to upgrade to an iPhone 12 today, March 24th, 2021. Omar & Carlos were incredibly patient & knowledgeable. They went above & beyond with their care. That's not even including the fact that they were consistent in making sure everyone had 6 feet distance & everyone in the store had their masks. For sure, I will return to this store if need be. Thank you!! read more

Tmobile is already known for its outstanding customer service and today upon my visit, I was blown away at how good they treat the customer. A gentleman by the name of Cris helped us and I have never been treated so good by a business. He saved me a ton of cash, gave me a wonderful deal, and was just amazing!! I have dealt with this store before and never had the experience that Cris gave me today. This store rocks and long live tmobile!! read more

Verenise, provided with excellent customer service was very pleasant and professional . You are lucky to have an employe like her !

Best customer service! Excellent prices! Quick and efficient service. Was helped out by Andrea who was extremely helpful. read more

T-Mobile - Just got a new Samsung tablet - Mobile Phones Near Me - Ontario, California

Well, my day has been pretty f/u lost my cell yesterday and who ever found it, kept it, I have turn in so many phones and even a Apple lop top back to their owners or to the store Mngrs. but never kept one,,,but anyway, I here to let you know about this kid "Jose" I calling him kid cause I'm an old man and he is a young men, I came in to have another phone activated with my lost number, and he was patient and calm about it, he activated me a new sim card and took care of my needs right away you have to remember that some of this stores are a hit and miss sometimes, but this time was great, at the time of looking into my account, he notice that I had an older I phone 7 on this account, this being my daughters cell, he mention and ask if we wanted to upgrade to a new I phone 11 and get a 350.00 credit,,,WOW,,,,not bad, taking in consideration that my daughters cell was already acting up, I called it her (p.o.s phone) so I call her at home to come into the store and do an upgrade,,,we had tried a few months back, but it was going to cost a bit too much,,this time it was a win, win situation with this promo,,daughter came in and did an upgrade we got a good deal and all thank's to Jose for doing a great job and offering it to us,,,,yes is possible he gets a commission and I would only hope he does for making a sale, but then again some of the younger generation sometimes don't take the time to assist you. I have been here many times and really can say it's been good all the time...sometimes the wait is a bit long, but there full at times... once again Thank's Jose from Dad and Daughter who came in today read more

This T-Mobile in Ontario is the best location to go to. They have the best customer service. I live up the street from the T-Mobile off of Euclid and Philadelphia (2254 S Euclid Ave ,Ontario,ca,91762) and will never return there again. The T-Mobile off Euclid and Philadelphia (2254 S Euclid Ave ,Ontario,ca,91762) had horrible customer service and made my whole visit a complete nightmare. I spent a total of 10hrs and 2 days when I went to the Euclid and Philadelphia (2254 S Euclid Ave ,Ontario,ca,91762) location. They wasted my time, sales reps were very unknowledgeable with products and rude and unprofessional. Manger didn't even care about the mess her staff made for me upon my visit and didn't bother to help make things right, instead she made things difficult. When I went to this T-Mobile of (101 N Euclid Ave, Ontario,CA,91762) right away I was greeted by the manager KIM, and her staff OMAR, and CLAUDIO. They helped me get things situated and fixed that the other messed up . They were all very kind and patient and very informative with all the products I purchased. Also very communicative with everyone to let them know when there turn will be next since they were short on staff when I visited during the pandemic. They are doing a great job running the store during these tough times and very professional with every customer even though some customers where rude to the staff they still kept a smile on there face with professionalism. I will defiantly go to this location from now on even if I have to drive longer it is worth the service. Good Job OMAR, CLAUDIO, AND KIM keep up the hard work, it doesn't go unnoticed =) read more

I went into a T. Mobile store yesterday just to browse the new phones & Omar was professional as well great customer service, he was able to see what i qualified for & i took a Samsung Galaxy 21. I would definitely recommend this store and for Omar. I will be a returning customer to get some other items to go with my new Samsung read more

This review is specifically for sales associate Kim at the location on Euclid and Holt. I've been a customer for about a year, and Kim was able to provide the best service that I've experienced thus far with the company. She is knowledgeable, patient and extremely helpful. Not only did she provide me with options for a potential tablet hotspot she was able to fix the original problem that I would have been so frustrated with in the past. If I ever need to purchase another line or get any other T-Mobile products I will be going directly to Kim. Thank you!! read more

This place is so packed. Only 2 people helping customers. And the older guy is just standing around greeting people who enter. Pay online! Or go elsewhere. read more

T-Mobile - Mobile Phones Near Me - Ontario, California

We had a really good experience at this store. As soon as we walked in, the staff greeted us and promised to get to us soon. People do have to realize that it can take a while to help just one customer. But i've waited longer at a Sprint store and had the worst experience in the 5 years I was with Sprint. I highly suggest calling the location to set an appointment. We decided to bring our devices to T-mobile today to switch and Kathy was able to help us. It might have taken a while but not as bad as in a Sprint store, like I've mentioned. They were still efficient and kept reacknowledging the people who were waiting their turn. Overall, we went in at 10:15am, waited for help for about 15 minutes, and got out at 11:15am. Kathy answered all of my questions and was very knowledgable with all the deals they're offering and the terms for each deal. She helped me get the best value of the things I want in my plan. She also works very hard and loves her job! I would return to this store for future needs and would also recommend this store to other customers! read more

This store customer service is great! Melissa and the store manager were awesome they took care of us, everything we needed got done with a smile and very professional read more

This T-Mobile store in Ontario on Euclid and holt has such horrible customer service!!!! I tried to ask for help n the the guy just nodded his head saying no to me instead of just letting me ask the question!! Man this really sucks n this store is supposed to be a Latino área representation store all bad !! read more

This store, to me, is racial biased .... I was in line behind a Mexican family, walking into the store ... The Manager let the Mexican family enter, but closed and locked the doors, (in my face!), and said, " We closed 30 minutes ago, I have to stop letting customers in at some point." ... (There was no one else behind me, and I was directly behind that Mexican family that he let enter ... (This happened on 05/15/2016, today, at 7:15p.m.) ... read more