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Bait & Switch Advertising
Posted by on
Rating: 1/51
DALLAS, TEXAS -- After being one of their original customers in the Tampa Bay Area (back from 2004), I decided to get myself a 4G LTE phone when I saw it advertised for $49 In-store only.

I figured that I could afford that and give my husband my LG Optimus M+. When I drove to the St. Petersburg, Florida Corporate store on 22nd Avenue North, I had to wait 5 minutes (which itself...a miracle compared to the normal 1 hour wait...of course, it was at 10:30am), I walked up to the counter and stated that I wanted to get the LG Motion that was advertised for $49 on the website. The customer service representative stated that it was only for NEW customers and that the phone would cost me $168, PLUS a $15 upgrade fee, PLUS another $15 to transfer my phone to my husband's number.

REALLY? After all of the THOUSANDS of dollars that I have spent on continuous service and cellular phones for almost TEN YEARS, they want to charge me $198 (not including taxes) for a phone they are advertising for $49? BULLSH*T.

I'm sorry, but their motto is "Wireless for All"...then why am I being singled out because I'm an existing customer? Also, after going back to their website and looking at the promotional offer, you have to click through to THREE SCREENS BEFORE you get to the terms and conditions (which is white lettering on a light gray background) that state "new activation only on a new line of service". In addition, if you have a pop-up blocker, you won't even see the Terms and Conditions. many people are going to take the time to click through 3 screens to see if they "qualify" for the promotion? NOT most normal people!

I contacted their customer service department with my complaint, only to be put on hold for 15 minutes and 38 seconds...waiting for a "supervisor". I contacted the MetroPCS Corporate office in Tampa, FL and had to leave a message for their "Customer Escalation Department", for which I received a telephone call back. The guy on the other end asked me the problem, when I stated to him how difficult it was to locate the terms and conditions, plus the time it took me to drive and wait at their Corporate store, only to walk out empty handed, plus telling him that the $49 4G LTE phone is what I could afford...not the $198 that I was quoted in the store. His response was "I can't do anything about the phone price, but I can waive the $15 upgrade fee as a one time courtesy." REALLY? You can't do anything about the phone price? Yet, you can sell the phone at $49 to new customers...not to someone who has already spent approximately $15,000 on Metro PCS products and services since 2004. I am appalled and definitely do NOT feel like a "valued" customer. "Wireless for All"...unless you are already a customer!
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User Replies:
DebtorBasher on 05/21/2013:
It's not bait and switch when it's in their TOS...regardless whether you have to advance through three screens to get to them.

I know many companies use the white lettering on light background...MANY of them does that. I just got into the habit of holding my mouse key down and scroll the page...that way, the page is dark blue and the lettering will be white and it sticks out like a sore thumb. Some sites even uses white lettering on white...that is a flag for me to not deal with that company...what else are they 'trying' to hide from us?
FoDaddy on 05/21/2013:
A lot of cell phone service providers and cable companies advertise their best deals for new customers only. I think it's an insult to their existing customers. But I understand why they do it. Upgrade fees grind my gears as well.
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Managerial Incompetence
Posted by on
Rating: 1/51
ANDERSON/REDDING AREA OFFICES -- It was early March 2012 when my wife and discovered constant high billing rates from Verizon and switched to a wonderful service that had solution to help our budget due to the rainfall of ever rising gas prices, that we found the perfect answer to our cell phone needs. MetroPCS had all the answers. One payment of 50.00 a month, with unlimited long distance, Internet, and texting wow, how could any cell phone be better?

Well that was just enough to put my two telephone lines in submission for 6 months, without billing, and try out this new company we both heard so much about. When Verizon learned what we were doing, I do recall her warning, she said we would not be happy. I said in terms of price, allow me to ask you why, does Verizon charge 20.00 just for unlimited Internet, along with my 60.00 a month billing of just the cell phone and then an extra 10.00, just for the cz navagator?

Well she said we offer the flat rate of 50.00 a month for the phone too. I contradicted that because I was having her look at my plan I was paying $140.00 for all that, without unlimited minutes, and no Internet. Yes Verizon does have a 50.00 a month phone, it's a go phone; and you must buy a phone, then pay $50.00 then purchase additional time cards, so the price begins to sky rocket out of hand. Not to mention, the lashing you experience seeing your minutes disappeared without using them. Believe it or not, this happened to us so this was the reasoning for us to see this new innocent Phone program at PCS Metro everything for no haggle cost of just 50.00 a month.

Just entering the store was an experience, people COMING in and out. Both my wife and I, had many thoughtful questions, on proper phones, good camera ability, and simplicity of use. We found out quickly something odd and being a 22 year veteran, with prominent espionage experience, I caught the fact when someone goes to sign up they have to give up some valid privacy information namely: All new customers, must register with social security number, date of birth, address of course, and haa telephone number. Well there is another, it's a bank card, debit card, or your automatic check withdrawal authorization. I felt like I was being booked at any local police station, which is automatic No NO. You never ever give any company so many informational tools to ever use them against you.

I was hesitant, and many questions because the pass word to my account was my birthdate, including year, so nothing is hidden, not only that the employees, we're young Latinos, or other mixed races. Which did not bother me at all, more concerning was the age. None the less, we got our phones, phones, one a new LG Becon, this was registered in my account under my name, I was able to receive another LG Becon on the Internet, through Ebay. The former new LG was insured, on my account. I got another phone, which I enjoyed and hooked it up, and loved it.

Shortly thereafter in early May, this phone is stolen, by a man named Steven [snip], at least he identified himself as that name, said he found it and would gladly send it to us in the mail. He wanted to do this instead of taking it back to the building where he was attending class for some siminar, so being several hundred miles away, we found he really had no intentions of sending it to us, we disconnected and then activated my new LG different than my wife's.

I quickly enjoy the new LG Becon, and in some short time she loses it or it is stolen. She goes to Anderson office to file a claim. I have pay 45.00 to activate the claim, then it arrives a few days later. Thus begins a strange and deeper fraud. The phone LG BEACON will not stay charged. The very minute you take it from charge status it goes dead. So Metro in Anderson says we must, buy a new battery I say, NO, I have an insurance plan and I prepaid my deductible, so I should be entitled to good working phone. Meantime, my wife wants a different phone with better camera functions. She buys one for a great price through Ebay, and gets it fired up.

What we both experience at MetroPCS is very difficult billing over time. If we find it easier to pay at the store, they ding us 2.00 to 3.00. It was once real easy. I went to web site, pushed the button to pay my bill, it simply asked me for my telephone number, and after I entered it, the bill was paid, that was only the first month, after it asked me to become a member of an elite bill paying club that mandated you give up your credit card number, and allow them access to and out of your account, which I turned down and since that date, it now costs me an additional 3.00 to use the eb page to pay my bill.

Hence, both store and web site now wants an extra fee of 3.00! Actually, this a accuse extortion at work. But chose it over because I don't allow any company access money in and out of my checking account. Only bill pay, that is because they can only go out. Very important to remember. Lately, I now had my LG Beacon stolen from me in Williams Ca, at truck stop. A CELL phone is automatically stolen when the person who finds it makes so sufficient effort to return it. This can be hours or it can be days. So thus now brings on my major complaint with that wonderful plan from MetroPCS and it's managers.

I bring in my Beacon LG, and ask them to activate it to my phone, I received as a replacement. The young girl, asks me for all my sensitive information, then goes on to tell me hat my new unactivted phone is in dead file. I ask her what is a DEAD FILE, she explains this is where the phone goes we see a customer having a phone that was reported lost or stolen. I quickly remind her this phone was a replacement of a lost or stolen phone that never was recovered!

She says well there is nothing I can do, it's listed as a dead phone. I tell her this is rediculus, call someone who has some authority to hook my phone up, his is hijacking my new phone that is mine sent to me and I paid for it, it also requires a test or needs to be trouble shot and it won't stay charged either. Please let me talk to the manager. I sat and watch this very young employee, call her very young manager and let me talk with him. So she did her job. I found this manager insufficient, unaware of any logical reasoning, and he seem to listen but avoided my questions, but said, he couldn't, do anything either, but promised to get back with, let's see, this was Aug 17, Friday, and it is now Aug 23, six days have gone by where I still don't have the use of my phone nor have it fixed.

I have been calling the Andrson Metro office and will proceed to continually call the Redding office as I understand that is where the manager reigns from. If anyone out there in Blog Land can help me get some attention on this manager or access to any senior CEOs of this company, someone must know something, as I have visited the web site and metro has a survey but I can not find any portal or link to it.

Also, MetroPCS has no complaint service where any of their customers, can have any redress for any wrong done to them by their company, what awful truth I do find is there is no help at all. I will now take this complaint to both better business bureaus, and open a complaint, also encourage any other customers that have other similar problems to Blog them in great accurate detail. Thanks for reading. I can be reached at 530-737-7194, Livndream@Hotmail. com
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Silver-spoon dealership, the next generation owner
Posted by on
SPRINGFIELD, MASSACHUSETTS -- The initial deal we got was good. Nick, the salesman worked with us on a new 2012 Wrangler Unlimited. The one we test drove was a soft top with no hitch. So without a hitch and a soft top, we really did want that one, so Nick told us about a Sahara model. In the end, we decided to purchase the Sahara. When we were working on the deal, Metro stayed opened 3 hours past closing, working with us. Needless to say, when we looked at the Sahara Unlimited, it was dark. So after purchasing the vehicle, Nick said that they would register the Jeep on Tuesday (DMV is closed on Mon. in CT) and we would make the trade for the vehicles at DMV. The next day my husband and I drove back to Metro to give them my new insurance card and sign of the title of my PT Cruiser. Since it was daylight, we looked at the Sahara. We noticed that there was a pool of water in the middle console area. We asked Metro if they can check it out when they do the all around inspection. Tuesday morning around 10:15, Nick called to ask about my insurance and said that the Jeep is being looked at and it should be ready by 3pm. Approximately 2:30pm Nick called and asked if we can pick up the Jeep at the dealership later that evening. We settled on picking it up on Wednesday evening. During the day on Wednesday, my husband got another call saying that it will be a couple of days because they had to order a new seal for the roof, since it was crimped from the top not being placed on the Jeep properly. My husband called me and told me what was going on. My husband didn't like the idea that there was a leak in the new Jeep and that there was a pool of water. Who knew how long it was wet, or if it leaked on the navigation console area. So I called Betera, looking for the owner. I was told he is semi-retired, so I asked for the next person in charge. She gave me Mike. I called Mike and explained the situation and asked him to contact my husband, since I was at work. In the meantime my husband talked with the General Manager at Metro and he said he'll see what he could do. We felt uncomfortable with the purchase because of the leak and asked if we could get a different Jeep. Mike called my husband and he told him the story. Mike asked what we wanted to do. My husband said either get another Jeep or cancel the deal because the mechanic said he didn't know how long the leak was going on for. After Mike called my husband back, he just kept saying that they were putting on a new seal and the Jeep should be fine. My husband told him we haven't even driven the Jeep off the lot, why do we have to settle for this? Mike said there was nothing he could do about it and that's just the way it is. So my husband told him if that's the customer service he provides as being one of the owners, then the least I could do is to let everyone know through our power of the media, how his customers are treated. My husband told him he was very disappointed in his customer relations and asked him how he could have started that business with such disregard for customer service. Then Mike said, "not every customer is happy" and my husband asked if he was going to use that slogan in a commercial, since we have done some commercials in CT. He then hung up on my husband. So to know who we are, just for fun Google "Stolen Puppets" and see how many different medias we connect with on the web and TV. On the other hand, the general manager at Metro that my husband talked with was much nicer and more understanding. He said that he wished he had been called first. We hope that they other owners know how Mike treats his clients and that they have a chance to fix this poor customer relations.
Also, when we were filling out the paperwork for the Jeep, the finance person sold us the extended warranty, based on the fact that he said that we weren't going to find it anywhere else for cheaper. The next day while getting my insurance for the Jeep, I noticed that my insurance offers BMI for a lot cheaper. When we dropped off the title and insurance card, we told the financial person that we didn't want the extended warranty. He said when we get the account number, call up the warranty place and cancel it. The next day I called the warranty place, just to verify what the financial guy said. The warranty company said that if the cancellation is within the first 30 days, that I need to tell the dealership and the financial person will have do redo the paperwork. When I told some people about this, they said that it sounds like the financial person didn't want to redo the paperwork.

We picked up the Wrangler Unlimited on Saturday. Everything was fine when we picked it up. We had Mr. Houston cancel the extended warranty. First Automotive has terrible complaints and a poor rating. We asked if the General Manager was there, and he was not. Nick said that he will be in on Sunday and that we can give him a call. The General Manager told my husband previously to see him before driving home the vehicle. Nick said that he had the service department clean up my Jeep. (Every place I bought a car from, they clean cars automatically. If they dirty it, they clean it up.) My husband and I also did not appreciate Nick's constant joking about we got the vehicle for free. Really...then what is the financing for?

When we got home, we were putting some of my stuff in the vehicle and I noticed a small screw under the back trunk mat. I have no idea where this came from or where it goes. Hopefully it's not something important. Also the inside of the hardtop had all fingerprints from the mechanics on it. They show up nice on the much for having the vehicle cleaned. Thought not a huge deal, one of the valve caps was missing on the driver's side front tire. It's just one of those things that if there's supposed to be five valve caps on the tire, then I should have had five valve caps on my tires. Again, this is not a big deal, but when someone is spending a significant amount of money for a brand new vehicle, you expect top notch service. I've bought three brand new cars, not including this one, in my lifetime and this is the worse I've ever seen. The lack of care and details is horrible. My uncle used to buy cars every few years and he never had any type of problem.

On Sunday my husband called up the General Manager at Metro. They said he wasn't available, so he left his phone number. He never received a return phone call. My husband then called up the number that you called on. He couldn't remember your name, but spoke to someone else. The only thing they said was that we can bring the vehicle in for service at the Riverdale location. Wow, thanks for making the customer happy. Great damage control.

In closing, at least I have my dream Jeep Wrangler Unlimited. When it comes time for my husband to get a new vehicle, I will have to think twice about where we go. Good thing it's not anytime soon because I still need to recoup from this experience.

I would not recommend buying a car from any of the Betera dealerships.

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Alain on 01/11/2012:
Thanks for warning other consumers so they don't have to go through this experience!
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Authorized Dealer Tips
Posted by on
Rating: 5/51
NEW LONDON COUNTY, CONNECTICUT -- I work for a Metro PCS Authorized Dealer. Chris is right about these authorized dealers. Some of them hire these ghetto-tastic morons who don't actually know how to do ANYTHING!

It amazes me when I go into some other stores and start dealing with them as a secret shopper. It's insulting to me that this is what I am perceived as when I put on my Metro gear.

First up, upgrades are only ONE $15 charge. Some places charge for moving contacts and data files, others don't. That's dependent on the dealer you are at.

You have a manufacturer's warranty good for one year since activation. Most Metro's in my area have an XBM Warranty Swap set up. It takes a few days for it to come in and if it is under 30 days since first activated then it costs NOTHING. Over 30 days costs $15.

When upgrading, there is no additional charge to keep the number you already have. It is a device change and would only change your device, SIM card number if necessary and your plan ONLY IF NEED BE! Generally, you do NOT need to change your bill to a higher rate plan for an upgrade OR for better reception!

You do not need to buy a phone WITH an accessory to get any rebates or discounts as far as I have seen thus far. Some Metro dealers may have a coupon code or bundle package they make themselves to give some package saving incentives. This is set by the individual dealer, not Metro PCS.

These Authorized Dealers are like car dealers. They aren't really an official Honda or Toyota businesses. They are AUTHORIZED to deal in sales involving those products. They can do whatever they want with guidelines for basics from the host company. Same with Metro.

Metro Promise is under 7 days and under 1 hour of talk time. Very strict. This goes for EVERY SINGLE METRO DEALER. It also MUST include box, charger AND instruction manual AS WELL AS be in new condition. There is sometimes a restocking fee but less and less places have them now. This may not be something set by Metro PCS or it might be waived.

DO NOT BUY ONLINE. Just a hassle and not worth it. Buy from inside a store.

When calling customer service, never use the 888 number. Use the 1-800-373-2876 number and choose the dealer option. Almost instant contact with a representative Customer option HAS been streamlined but still has one or two prompts beforehand. Not a hassle but sometimes too long for the arrogant ones.

Keep your cool. We honestly do want to work with you in the reputable locations but we are also tied by our Authorized Dealer title. there are some things we really can't do because we aren't allowed the permissions or rights to do so. Merging accounts, canceling lines other such things have to be done at a corporate location or over the phone.

IF YOU ARE DOING A PAYMENT PLAN in a store that offers it, know that once it is set it is out of our hands. Your money and their payments are totally outside our system at that point. We can't do anything. If you can pay in cash, do it. Payments over time over the 30, 45 or 90 day same as cash options are going to include interest. You will have to contact them to set up the same as cash options.

SIM cards are only $10 plus some tax. Upgrade fee is $15. So, upgrading to a BYOD costs only $25 plus some tax on the SIM card only.

Do not cancel your line before doing a return! Let us do the return and then cancel!

Automatic payments are not something we can set up or manage. That can only be done by you online or possibly over the phone.

Avoid the $3 terminal fee. Use the MyMetro app on your phone to pay your bill flat with no tax or terminal fee or pay online at You can either make an account or pay as a guest. Every store has a terminal fee. It is hardwired into our POS system. We can't remove or waive it. Trust me, I've tried. A lot.

Getting snippy, angry, arrogant, belligerent or yelling/cursing in front of children or customers will get you evicted from the store. I will not have my customers dealing with your nonsense. This is the one time in which I don't try and do everything I can for you. I have paid the terminal fees out of pocket for people before, paid tax, covered SIM cards and all sorts of things for the sake of helping my customers. If you decide to act foolish in my store, empty or otherwise with children present or not, I will no longer give you the respect or courteously I do for my other customers. I work too hard and handle too much to listen to it. I can forgive some acting up, we're all understanding here, but there's a limit. Respect it and I will do whatever I can for you.
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Business Ethics
Posted by on
Rating: 1/51
N WEYMOUTH, MASSACHUSETTS -- Earlier this month, I drove my (legally blind) brother to the PCS Metro store on Bridge St, in N Weymouth, MA. His mission was to pay his monthly bill, and to buy himself a new phone.

While he was being waited on by S***, I browsed around.

He paid his bill with cash, and paid $93 for a phone, which he put on his credit card. S*** gave him two receipts, and we left.

On 11/14 his phone service was turned off. He returned to the store and was told that the service was shut off for non-payment. He told them he had a receipt for the payment. When he showed us his receipts, he had the credit card receipt... and a duplicate credit card receipt for the phone. Nothing for the cash payment. When asked, S*** said no payment was ever made. I don't think he realized that I watched it happen.

The manager says he must not have made a payment because the cash drawer was fine that day. Again I watched him make the payment, but that makes no difference. I am not surprised the cash draw balanced, I am sure the cash never saw the inside of the drawer.

We called the corporate number. They didn't even pretend to be interested, and told us that it was between us and the franchisee, they wouldn't help.

The store further declined to take the phone back, which he couldn't use because he had no service.

What happened to his $40 payment? You can draw your own conclusions, bearing in mind that S*** took great pains to give a blind man two receipts for two transactions, but not for two separate transactions.

There isn't anything more we can do about this, I am willing to let Karma take its course It just makes it a little better to let you know what kind of company PCS Metro is, and what type of people they employ. And to S***, I hope you can sleep at night.

Seasons Greetings to all.
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We take your money a lie
Posted by on
had become a new Metro PC customer on June 21, 2011. I purchased a brand new phone. I had problems with the signal and losing the charge immediately. I went to the store, where I purchased the phone, he replaced the battery, he then told me if I still had problems with the phone, I had to take it to a corporate store for service. I still had issues, so I returned a week later to the corporate store. The representative (Jason ), insulted me. After he insulted me, I left the store ! I then went back to the store that I bought the phone from, and he said, I'm sorry, you have to take it to a corporate store for service. Days later, I was still having problems, a weak signal, losing charge, still could not access the internet. I then went to the corporate store in Taylor, Mi. on Eureka rd, again for service, I explained to a Tech the problems with the phone, she replied, " we will replace your phone with a used phone only, and you'll have to use your own battery, ( Meanwhile I do have the additional insurance, ). She then told me " You have to go the Manufacturer of the phone, LG, she gave me the phone number and website for them. I then questioned her reply, I then told her I just bought this phone and had problems from day one, and I want a NEW phone, as the insurance states ! She replied, " that's NOT going to happen !" I then spoke to the manager, and told him what she said, Laughing and giggling, he stated, "on the agreement, it states, you have only 7 days to replace this phone." I said No, I have had a problem with this phone from day 1. He said " to bad! " Call corporate customer service if you don't like it !" He then told me to get out of his store, and don't come back, and he threatened to call the police ! I then left the store. I then called customer service, told them what was happening again, I was told to take it back to that store for service. On July 18th, I returned to the same corporate store, upon entering the store, I was approached by an associate, he asked me " weren't you in here 2 weeks ago?" I said no, He then said "yes you were, you had problems with your phone and called me some racial slur names" I said " you are a liar, I have never met you or spoke to you ever before, I've only been a customer for 3 weeks ! He said, " you must leave now, or I'll call the Police". I said, are these cameras working? HE said, "YES THEY ARE !" I said "GOOD, I want this documented, because I never did anything to you ever". I was told to leave or else their calling the Police to have me removed. With the threat of the Police, I left the store. I then contacted Metro pc, customer service again, I told them what was happening again, they said, "You have to return to that Corporate store for replacement or service". This time I took a witness with me. We were immediately approached by an employee, that I had never seen before or spoken to, and he said, " You must leave now, we are calling the Police to have you both removed. My wife was told that she was a trouble maker the last time she was there, (she had NEVER been in that store EVER). My wife told them she had never been here before, they refused to speak to her at all, we then waited patiently outside for the Police to arrive. The police arrived shortly thereafter. The Manager told us prior to the Police arriving, he told us both, "don't you EVER come back to this store, take your business somewhere else! " I still will go through with the dispute, the store was busy with other customers, These customers were laughing and finger pointing at my wife and I, and we were made out to be low-life trouble-makers in front of strangers, based on these employees lies and false allegations. I told them, "my wife has never been in this store in her life, she is a Sprint customer, and this is the first time and last time she will ever be here", she was so embarrasssed because of these lies and customers laughing she left the store crying ! We then waited outside for the Police to arrive, he arrived shortly thereafter.
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Anna Molly on 07/19/2011:
Then what happened?
Ponie on 07/19/2011:
Good question, Anna. As soon as his wife posts bail, he'll be home. But--this took place in Taylor MI. Being familiar with the area, this is pretty much SOP on any given day.
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What The Hell
Posted by on
SHREVEPORT, LOUISIANA -- My name is James C. Williamson and I am writing regarding the poor, unlearned, untrained, unknowledge service I had received from METRO PCS customer service on Thursday June 2,2011 and Saturday June 4,2011. On Thursday around 10:30is I received a text from my female friend stating she needed my security code to pay my cellular telephone bill on-line. I was not sure of this security code so I called 888-863-8768 and spoke with a representative by the name of David.

He assured me that there was no security code needed for her to pay the bill on-line, he instructed me to have her follow the prompts on the main screen and the bill would be paid. I text her the information as well as the telephone number I used to gather this information and the gentleman's name.

Two-three hours had gone by and I was under the impression everything was taken care of until around 4:00 pm I had gone to use my telephone and received the recording my service was temporary interrupted due to non payment of the bill. You can imagine how disturbed I was to hear this recording, after coming from not one interview, but two interviews that day.

After being giving the run around with the automated service, and being in areas in which I could not get any service ( gloster LA).I was finally able to walk into one of your stores 2730 w 70th st and paid my bill for the amount of 56.00 cash, confirmation number 91596775. This bill was paid at 19:29:24. Mind you the stores closes as 20:30. Well after I walk out of the store I received a telephone call from my friend and I had ask her was she able to pay the bill, she instructed me she had just posted the payment on-line.

So by this time two payments had been made to my account, 56.00 cash, and she had posted 80.00 to my account, not knowing the bill was only 53.00. It was to late to walk back into the payment center because the doors were locked. I told her I was going to see what could be done, either a reimbursement or credit to my account. I was never able to get ahold of anyone that night however the next day, I spoke with a customer service representative by the name of Louis ID no 12775.

I explained to the gentleman the situation that had taken place the day prior and wanted assured information there would be no problem with a reimbursements of either of the funds. His words were," I cannot reimburse the 80.00 that was paid on line, But if you have the receipt, you can go back down to the payment center and get the 56.00 reimbursement, I wanted CLEAR understanding of this for I did not want to look like a fool going back down there using his words," HE ASSURED ME " THERE WOULD BE NO PROBLEM AS LONG AS I STILL HAD THE RECEIPT.

At 6:28 pm I walk back into the same payment center and gave the clerk the information I received from Louis, in which I was told there was no refunds out of the center. I called 1-877-315-6074 while standing in the payment center and spoke with a representative by the name of Marquis, who really had NO IDEA what he was talking about, His words were, I'm sorry you were given wrong information and I could have the store clerk call into the customer center and start the process, the store clerk assured me, he was not giving out any refunds and he was not calling into the customer center. (mind you I'm still talking to the customer service center at the same time I'm in the store).

By this time I was being told to get the ?????? out of the store ( by the owner) and he was WARNED by the clerk he was going to call the police. the police came, and nothing was done. I have spoken to Amalia and Bianca from the service center and neither one of these clerks has given me the same information, while there has been two payments made to my account,( TO A COMPANY THAT HAS UNTRAINED CUSTOMER SERVICE REPS), I also get thrown out of the store where I WAS SENT BY THE COMPLANY CUSTOMER SERVICE REPS.. METRO PCS SHOULD BE ASHAMED FOR THEIR REPS SHOULD BE RETRAINED, AND THEY ALL HAVE THE SAME INFORMATION.

I would not be so angry regarding this matter however I was given mis information by the first clerk David, and has received consistent misinformation by FIVE CLERKS, AND NO ONE CAN FINALIZE THIS SITUATION CORRECTLY. THAT'S WHY I SAY '''" WHAT THE HELL"""""
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Alain on 06/07/2011:
You can report this via
By now you've probably all ready taken the other obvious action of dumping Metro PCS to go with another company.
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Never deal with this company
Posted by on
NEW YORK, NEW YORK -- Purchased the Samsung freeform phone April 18th,2011, and it has been a nightmare since. No customer service at the franchise nor when or if you finally are able to reach an actual human being on the customer service line. My young, knowledge filled customer service representative kept putting me on hold to speak with whom I now assume was a non existent supervisor, because she,"had never heard such a problem." That reaction was because when I returned to the store to have the representative show me what I might be doing wrong at the Yahoo site,(he had set it up for me), I had entered my own password, but it had yet to work. He asked if he could try his account. Worked for him, however the man never logged off? I guess? Later at home my phone froze on the Facebook log in site. I do not use Facebook and had not logged in. After many futile efforts I thought it better to turn the phone off then throw it out the window. I turned it on over an hour later and someone I had never heard of was welcoming me as their friend on Facebook. Then I had 62 spams, I don't have that much spam after a couple of weeks not checking in. Then I saw my Time Warner account. I don't have a Time Warner account. When I did talk to customer service I was advised to return it.

I had tried to return the phone prior to this incident. 2 hours 29 minutes meant it was non returnable. Now I was furious. Not only did it not suffice my needs, as the merchant realized before not letting me return it. Now I could get his email and not my own. I told customer service if they do in fact record their calls for "quality assurance" I wanted it recorded that this was the problem, and this was her advise for said problem.

I called the merchant by name when returning and asked if he wondered how I knew. He said,"I told you." Then I told him some information he never would have told me, and a stranger could not find out easily. He agreed to refund me and wanted the phone. I demanded that we stand together while all info was errased from it. I did not trust him enough to hand him the phone. He called his boss, spoke in a language I am not fluent in and only managed to say, "she is out of her head," in English. He played with the store computer while talking to his boss, logged off after undoing what he could. He then told me they do not sell used phones. I had written some things down as I feared he would do just that.

I hour of usage makes a phone non refundable. This phone can only be used with metro pcs. There is NO UNLIMITED EMAIL. NO UNLIMITED WEB. THE PHONE SUCKS AND DOES NOT DO WHAT AN AVERAGE CELL WOULD. The franchise stands behind corporate rules, and the corporation advises you do deal with the franchise owner.
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Alain on 05/13/2011:
Sounds really incompetent of them.
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Your Nickel and Dime
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INGLEWOOD, CALIFORNIA -- Metro PCS. At first glance it seems like a great deal. It could be if it wasn’t for its poor customer service as well as cheap product. As most people have already mentioned, it’s apparent that Metro PCS does not think highly enough of their customers to bother training their employees on their products and/or troubleshooting. They only train them to sell the product and collect the money (more money than you owe, if you let them). There are many stores popping up all over California which fail to have at least one staff member with the expertise of the products and the service they provide. As a matter of fact, it seems like their employees are simply robots, trained on selling and collecting money.

One example that is one of my greatest pet peeves with Metro PCS. I chose to pay my family plan bill at the counter. Not sure about anywhere else, but here in Los Angeles/Inglewood, you are charge an additional $3.00 for this service. I agree to their charges. However, when I visit their store to make my payment they round up the amount required of me to pay. Example: The cost of my cell phone service as agreed is $80.44/mo. Upon attempting to pay I’m told my bill is $84.00. The 1st couple of times I challenged this, I was told that the machine rounds up and there is nothing they can do. As I refuse to pay this amount they then proceeded to charge me the $83.44 as agreed. Today I visited a different store which of course told me my bill was $84.00. Again I told him that was not the amount due. The individual at the counter then told me that the reason it was $84.00 was because they don’t deal with change. When I gave him a confused look he then said, “This is because we don’t keep change in the store”. I then told him that I was going to pay with my ATM card. He then told me that this would be an additional $2.00 charge. I politely smile and told him thank you as I exited the store.

Some people may say so what if they charge you a few more cents. It’s no big deal. I thank God that I’m able to afford those extra cents if I chose to pay it. However, I feel that if I’m keeping up with my end of the agreement and paying my bill in full when it is due, then they should abide by their contract and charge as agreed. Some people may say I’m nickel and dimming. And I say to those individuals “Isn’t that what they are doing to you when they take your few extra cents?” Look at it on a bigger scale.
(.56 from 1 million customers means $560,000 in Metro PCS’ bank account) And all they did for it was tell you that the machine only knows how to round up. They did not provide you with any additional service for this money.
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Flexanimous Fellow on 04/06/2011:
I'm a former MetroPCS employee. The company does not pocket the difference as you're suggesting. In fact, it is no longer possible to have a bill that totals $80.44 each month. The reason is that the company has changed their rate plans to "What you see is what you pay," meaning if you're on a $45/month plan, your bill is $45..period. No taxes & fees included. Since all of the rate plans and all additional features you could possibly add to the account are whole dollar amounts, your normal bill must be a whole dollar amount. Your bill can only include change in one of the following three scenarios:

1) You've been slightly overpaying your bill each month, thus crediting the difference to your account (see...they're not thieves after all.)
2) You've been slightly underpaying your bill each month, thus debiting the difference to your account for the following bill cycle.
3) You added a feature to your account in the middle of your bill cycle, thus giving you a prorated cost.

I suggest you create an online account on the website and see what your actual bill is, because, for the aforementioned reasons, I promise you it doesn't come to $80.44 normally. Plus, if you're willing to pay your bill with your ATM card, you can do it through the website for free. The $3.00 fee will be applied any time you make the payment in person. Depending on the dealer, some of them charge even more.
Anonymous on 03/24/2012:
Yeah, they're trying to charge us an additional $10.50 per phone. Our set rate is at $90, but myMetro says $111 is our next payment. So they're trying to charge us an additional $21... what a rip off.
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Don't Walk, RUN
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NORTH BABYLON, NEW YORK -- In the capacity of my job, I traveled to different businesses in my neighborhood, and asked if they would help out with an event we were having. During my travels I met with John the Dealer for MetroPCS in my are.

As I was also in the market for new phones, I asked about the plans Metro PCS had to offer. He told me that there was no roaming charges with the 50 dollar a month plan, nationwide coverage and that the specials would run out the next evening.

I came back the next day, July 30th, and that was the beginning of my nightmare with this company. That evening, I was at John’s Metro PCS store for over 3 hours, It wasn’t because he was busy, we were the only ones in the store. I again asked him about the plans, John told me we had 7 days to check out the service and if we weren’t happy, we could return them. At that time, he said nothing about the one hour of talk time. He was on my phone an hour alone trying to program it. I purchased 3 phones. Two Samsung Freeforms, and one LG Imprint. I was never given a contract on the 30th. I left with the 3 phones a small receipt for 523,00 and 3 white pieces of paper listing information about the phone.

When I arrived home, we tried the phones. The grey phone didn’t work at all. The LG Imprint wouldn’t text, picture message or receive calls, and the red freeform couldn’t send picture messages. I called customer service and I had to spend another hour getting the grey one to work. I also found out through that call that I would have to pick up the rebate forms and that I was overcharged. I called John on Saturday told him what customer service said and that I was a little upset. He told me he would have the rebates for me and that I could pick them up when I got a chance. I found out the next day that my daughter called customer service to get her phone working and found out that a place I spend half my time has no coverage at all and that roaming charges are not included in plans. A fact I clearly specified with John the three hours I spent in his store. I went back to his store on Tuesday and picked up the paperwork, and after 2 hours was told I would have to go to the Corporate store in Westbury. Being as I work so many hours and it was so far away, this was going to be a problem. John gave me the rebate paperwork, and shoved the contract in the back of all the rebate information. I didn’t even see it till Friday the 6th. I was very upset. When I got home from Johns store, I called customer service again and tried to get the mess straightened out. Again another hour on the phone and I was not happy with what Joy (904749) was saying about the phones. She had stated that I had to go to the corporate store in Westbury and that if they couldn’t fix it, I could bring the phones back on Friday for a full refund. At this point I had no other choice. I went to work and asked to have the afternoon off to take care of this problem. They complied, and I headed to Westbury. Took 1 ½ hours to get there only to find out they couldn’t help me after an hour. Maria tried to fix it and again told me there is no service where I am. She told me that I could bring the phones back to the store I purchased them from on Friday and get a full refund. So I left very upset and took the 1 ½ ride back home. Friday morning I again went into work and asked for the afternoon off to take care of this problem. I arrived at John’s store at 2:45PM. There was one customer in the store at the time. John was trying to program a phone. By 4:30pm he still wasn’t done. Grabbed the two phones he was trying to set up and said sorry I have to close the store for 30 minutes. By this time I was very upset. I told him I was very patient, and that I wanted a refund. I told him I wasn’t leaving without my money. He then asked if he could trust me and left me in charge of his store for 45 minutes, left to go to his office in Lindenhurst and left me my son and the customer in the store. While he was gone one customer called, her name was Phyllis. She wanted information on a touch screen phone. I took her name and number and left a message for John. When he got back, he was still setting up the customer that was there when I arrived that took another 45 minutes. In the last few minutes before that customer was done, another customer walked in. John put two fingers up and told me to wait. He then sold a Red freeform to that customer, programmed it and made we wait till he was done. When that customer was done, he then said he would see me. When I told him I wanted a refund. He told me no. He stated that there could only be one hour of talk time on phones at this time he hadn’t even checked the time on the phones. I explained that I laid out all this money and still have phones that don’t work and told him to call someone else. I was told on phone that they would escalate it but they didn’t, so all that money, all that time and still no service. I was lied to, cheated and had my money stolen. To say I left unsatisfied is an understatement. I called my bank to dispute the charge. That didn’t work because John stated I signed a contract and that now it was eight days since I purchased the phones. So I filed a claim with the BBB and I plan on filing a complaint with the Consumer Affairs, and Bureau of Consumer Protection. I am a lung cancer survivor with emphysema I work 40 to 50 hours a week for my money. I do not take kindly when people steal my money. All I want the refund of the $523.00 I was told and promised by not just one, but 4 of their representatives.

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Skye on 08/08/2010:
You should have just gone to corporate in Westbury. Westbury is not that far from Deer Park. Just get on Northern State, and 25 minutes later, you would be there. All this aggravation could have been avoided. You saw how they did not seem interested in helping you, and corporate would of hopefully taken care of all the issues you were having. It sounds like a nightmare. Thanks for warning others out there.
Flexanimous Fellow on 08/08/2010:
Unfortunately, though, even if the OP visited the corporate location to begin with, they would not have been able to help him with a refund. Refunds must be given at the same location that the phones were purchased from due to inventory issues, especially if they were purchased at an authorized dealer.

OP, I sympathize with you. However, the one hour of talk time condition must have been listed on your receipt or on the paper you signed, or else the dealer would not have a leg to stand on. The paper is not a contract, by the way, since Metro does not issue contracts to its clients. I'm sure it was more of an acknowledgement of things such as the return policy, etc.

What I would do is go back to that corporate location and explain your dilemma to a manager. You could have the phones exchanged under warranty for free if it was less than 30 days ago. That may resolve all of your issues. If that doesn't work, sometimes management can make an exception and allow you to switch out the phones for something comparable in price and features. Some models work better than others.

Good luck!
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