After a trip to Utah recently I learned to remember the old saying.. If it seems to good to be true it probably isn't.. They coverage ended some time shortly after fern key and never came back .. The map they show is fictional and the coverage in town is almost as bad .. If I didn't have to pay off phone I'd drop they're service.. And I'm giving one star because I can't give negative stars read more

Great customer service Lisa , even tho moved to a new location, Raychal, and Josh are extremely helpful. So glad I switched back!!! Tracy*

The Mae Anne location was convenient and service WAS once great until there was a change in staff. We used to drop in just to say hello to the staff who CARED about the customer and the service they once provided. We went in to replace a phone on an existing plan. It was a few weeks before the current plan expired. They suggested we purchase an inexpensive phone for temporary use, then when we qualify for an upgrade, I could return the phone and they would use it as credit toward the new 'phone upgrade'. Salesperson proposed a plan that he ASSURED us would fit our needs where it would not cost any more than the current plan. Instead of receiving a normal $105 monthly statement, my new bill was nearly $700.00. I called the customer service number on the billing statement and she said we've exceeded the 'texting' limit and there was nothing they could do. I told her we have unlimited texting and requested that they review my previous statements. After an hour on the phone, I was told I would have to go to the TMobile store to correct the problem. We went to the location and we were not impressed with the service we received. There were two employees, one customer and my family in the store. I asked to speak to the manager and waited 45 minutes before the manager tended to us. I explained the situation and I understand that mistakes happen (as I also work with customer service representatives), but instead of apologizing and simply saying, "I found the error and it can be corrected", his response was "Hey, everyone makes mistakes" (with a cocky attitude). He said he manages other stores and it happens! After an hour at the store, another customer walked in with yet another problem. I wished her luck and left the store. I remitted the normal monthly payment, but the following month, my statement was still over $300. I called customer service line again, then found that I was being charged additional fees (that were not mentioned at the store). Instead of upgrading the plan for just the one phone that was newly purchased, he also changed the plan for the other phone that was not yet scheduled for an upgrade. No new phone, just a new plan and additional fees. I didn't even sign anything. I asked if they had my signature on file. She put me on hold to discuss with her manager. After reviewing my account history and another hour trying to clear this mistake, the representative informed me that I would have to return to the store to have it corrected. On our third trip to the T-Mobile store on Mae Anne, the manager known as Thomas the Train, commented that 'I should have paid my bill'. I am contacting the Better Business Bureau for this terrible service. read more

It was the worst nightmare I ever experience with this t-mobile store...We came to the store to check my wife"s iPhone 6 which has a hairline cracked on the screen, and a representative helped us and told us that it's only on the screen protector. when we are about to leave, we inquired about the iPhone 7 and ask how much would it cost to upgrade. After checking on the computer he said nothing at all if we go on the JUMP and would just need to pay for the taxes .We said "AWESOME" and said we want to do it. All the while we thought that its just the continuation of our plan cause he never explained to us about the JUMP. while in the process I asked if i can do it too with my SAM S6edge plus, he said yes and even offered the same accessories worth $100 with nothing to pay except the taxes. I had 2nd thoughts about doing it as my phone is in very good condition and said maybe next time. Again he said this offer is only for today so I change my mind and said OK I'll do it, who wouldn't do it for a new iPhone 7 and an accessories that's for free... I didn't slept well that night and was thinking something is wrong with the deal..why its free??? I called 611 and asked about it and was informed it's a new plan and all the accessories that came with it are billed...what!!! I was fooled into believing its free..I asked what my options are and since I was not informed well I can return it since I have 14 days to do it and it's the "managers call "on how to reverse it.. I went to the store and Manager was not there, called to see if the manager was there and went again after knowing he is there. I arrived only to find out he left...was frustrated and after waiting for about 15 -20 mins i was assisted by Ashley and gave her the whole story...Unfortunately she is not authorized to decide if I can get my old phone back.. I ask if i can return and do the Jump on the phone i really like and after asking Matt another store manager, we did it. I don't want to keep on coming back and waiting so I just did it anyway. I came back the next day to return the accessories so i don't get billed on it and finally get in touch with Brad the manager. They don't want to refund the screen protector and said that their representative would not do that to me and imposing that i did sign the receipt. Not even trying to find out from the representative if it was true and assuming that my story is false because according to Him he trained his rep...GREAT, now I know why this rep had this failure... Recomendation: Don't trust this reps in the store except for Ashley and Will who i give Thumbs-up for a great customer relations skills..and for the managers Brad and Matt a double-Thumbs down...You guys should be trained by Ashley for customer relation skills...and for future customer if you go in there look for Ashley if you like a good experience and best customer relation satisfaction...I was misinformed and had a new 24 mo contract and they would have the guts to accept the responsibility.I learned my lesson and it won't happen again.... read more

I love those guys at this t mobile store. Every time I go in with a question, it's answered quickly and professionally.

I am not a techno whiz and thankfully these guys especially Thomas, store mgr. always listen and take the time to get me back on track with my Galaxy phone!! Thank you for great service and taking time to truly listen and then fix! read more

Mon Dieu!! What an excellent experience!!! Danny is the best and most intelligent T-Mobile representative I've ever had the pleasure of working with! Go see Danny! You won't be disappointed! read more

I went into the store in August of this year. I was sold a plan for two years - and I am now receiving bills that are completely different than what I was promised by the salesman and "manager". I asked very specific questions about the cost of the phones and the total monthly bill. I was given very specific answers that now turn out to be completely false. When I went in to correct this mistake they refused to fix the issue - just offered me 'new' plans to choose from. T-Mobile Customer "Loyalty" department will not help at all - just refer you back to the store of purchase. The salespeople were blatantly deceitful and completely unwilling to honor their word now that I am locked into the 2 year plan. Very frustrating. read more

What a horrible experience! I just stopped in to update debit information. They voided the monthly payment I had made 2 days before. Changed my plan after I told them not to and ran my credit tosell me a ohone that I did not want. They didn't explain anything and it took me hours to correct and file a complaint with the National Corporate Office in Washington. I wouldn't have even know they pulled a credit report if Credit Karma hadn't sent me a nitufucation that TMobile had oulled the report which shows up as a hard inquiry under Utilities and Fuel. I was able to receive quick response from TMobile help by posting on the President of TMobiles Twitter account. Although she made thr account corrections she could only provide the forms for me to didoute the credit pull. But assured me that they will investigate the Reno store in Meadowwood Mall. I believe they are so desperate for statistics and sales that a lot of people walk out of there not realizes their credit report was dinged or they didn't get the plan they asked for. It is fraudulent and shady business practices. I plan on writing the Better Business Bureau as well. I would give them negatives stars if it were possible. Beware of the Assistant Manager Will. He either doesn't know what he is doing or doesn't care. The manager Sumit is no better. read more

I don't even know where to start. I'd give 0 stars if I could. The store at the Mae Ann location is COMPLETE garbage. I thought wow a sprint store not 30 mins away.. sweet. So my boyfriend and I go in to pay his bill to get the phone turned back on. First off all waiting for service as EVERY employee just avoids eye contact completely unfriendly.. Second he tells them he wanted to pay the remainder of the balance on the phone and that it shoulda been 64 something dollars for the remainder.. so the "tech" wearing no name tag might I add goes on to just brush my boyfriend off and just charges 64.00$ flat in a rush to get us out seems like.. gets the receipt and then basically dismisses us. Come to find out because the "tech" was lazy the account had a damn 0.70$ balance still they failed to let us know about when we said REMAINDER OF THE BALANCE.. so we had to waste more time and go back and pay SEVENTY CENTS. They got a bunch of immature teenagers working there who don't know what they are talking about and are very stand offish to anyone they don't feel like dealing with. DISSAPOINTED. read more

Yesterday I came in to purchase a new phone as mine was extremely cracked and had sufficient water damage. Immediately two employees greeted me with a smile and asked me how they could help me. I girl named Ashley helped me and she was extremely patient and very very nice! I thought about opening up my own line instead of staying on my family's plan and she walked me through all of the steps. We spent time waiting to check my credit score but she was very pleasant and answered all of my questions. After checking my credit and telling me the down payment for a new plan, I decided to stay on my family's plan instead. She was very helpful and walked me through the steps I needed to take in order to get a new phone. I decided to get the iPhone 7 plus. Ashley never once tried to talk me into buying anything I didn't need and didn't try to push anything on me. I walked out of the store with a new phone and a new attitude towards t mobile thanks to Ashley! read more