We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Mobile Phone Service

Metro by T-Mobile

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Reviews

This profile includes reviews for Metro by T-Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Metro by T-Mobile has 892 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Review Ratings

    1.1

    Average of 553 Customer Reviews

    Want to share your experience?

    Leave a Review

    Review Details

    • Raul S.

      Date: 04/29/2025

      Worst of the worst. Went to buy a phone for my elderly mother, The manager or owner wouldnt let us use her existing phone number, because it would be more expensive. So we bought the cell phone with the new line and here is were all our problems began. April ******* ***** spam calls and we noticed phone not working properly. April ******* ***** spam calls and we gave them T-Mobile the benefit of the doubt and thought after a few days the calls would go away. No luck during the 1 week period she had over 500 calls and the phone didnt work as it should, so Sunday April ******* we took the phone to another T-Mobile store they erased all the phone information and reset it to factory setting and did something to try to stop the spam calls which again was no help.Monday April 21, 2025 I called #*** because again we had ***** calls and again nothing happened. The following day I called #*** to find a solution to the spam calls and they suggested I put a spam blocker app on the phone and again nothing happened solution to the problem, so I decided on April ******* to go and return the phone. After several minutes of arguing with the owner/manager about the problems: 1st the phone was a piece of c*** and second the scam calls he decided he would give me back my money which I paid $160.00 cash and he decided he would only refund me $50.00 dollars because i had used the phone (not any calls by us but by the scam callers) and i being frustrated used profanity because i feel he is not a professional and instead of helping me out he decided to only refund me $50.00 and the phone doesnt work plus you get unlimited spam calls and text messages with their 5G service on a new number. And our my mothers old phone number was sold to some one else and as of April ******* was charged on my debit card for the old telephone line.

    • Kenard B

      Date: 04/26/2025

      Last month, I switched to Metro and brought two phones that I already ownedone of which had been previously used with Metro before. I was seeking the most basic plan available, as I have 2GB internet service at home and did not require extensive mobile data. During my initial call with a Metro representative, I was informed of a special promotion: two lines with unlimited data at $50 per line, with the first two months of service being free. Based on the representatives recommendation, I opted for this plan instead of the basic plan I originally intended to choose. However, while still on the call, I received a text message stating that my first bill would be due on April 27, 2025. When I questioned this, the representative assured me that the system would update shortly to reflect the two free months. Unfortunately, as the billing cycle progressed, I began receiving repeated text messages reminding me that payment was due. Concerned, I contacted Metro today and spoke with another representative who informed me that the original representative had provided false information. It appears that I was misled into selecting a more expensive plan in order to meet a sales quota. As a result of the misinformation, not only am I now responsible for a bill I was told would be waived for two months, but I will also have to overdraft my account to make this unexpected payment. It is extremely disappointing that a representative would resort to deceptive tactics for the sake of a sale. I am also concerned about how many other customers may have been similarly misled. ********************** needs to review the recording of my original call, verify my claims, and provide an appropriate resolution after being pushed repeatedly for a promotion that was absolutely FALSE!

    • Mitchell A

      Date: 04/26/2025

      This place is a rip off with an attitude they advertised $25 sign up free phone was first month bill of 50 dollars should have been no more than $85 out the door with taxes I spent $150 out the door with taxes and so-called other fees that they did not want to show me or give me a receipt for I need a phone fast that day so I paid it but I will be leaving their service next month they allow their in-store employees to rip people off

    • Rebecca R

      Date: 04/23/2025

      Contacted T-Mobile to shut of service asap and had paid extra just for them to shut it off and they kept sending me bills after bills stating I owe moneywhen I cancelled the service I spoke to three different workers making sure I didnt owe anything and they said everything was paid off so why do they keep sending me bills stating I owe money they are very shady.

    • Khamia M

      Date: 04/22/2025

      This email concerns unauthorized charges on my new T-Mobile account, which I opened on February 12th after being solicited by a vendor representative, Naiott Berrios Cruz.
      During a vendor pop-up event, Mr. Berrios Cruz inquired about my current phone plan costs. I informed him my plan was approximately $50 per month. He assured me verbally that switching to T-Mobile would result in a lower monthly bill. Based entirely on this verbal assurance, as no contract was provided for my review, I agreed to switch carriers. Mr. Berrios Cruz added charges to my line without my knowledge or consent.
      However, my first bill contained numerous charges that were never verbally disclosed to me, beyond the basic line cost and sales tax for the phone plan.
      Since March 31st, I have contacted customer service repeatedly to dispute these erroneous charges, and these conversations are now documented. Despite these efforts and recorded calls detailing my concerns, I have received no resolution or callback from customer service management or supervisors, and I continue to be pressured to pay a balance I do not recognize or agree with. I have been proactively working to resolve this issue without any success.
      While I wish to continue with the T-Mobile phone plan itself, I cannot do so under the current billing inconsistencies. This experience has been deeply upsetting and feels like a manipulative sales tactic. If I could give 0 stars, I would

    • Ana M

      Date: 04/21/2025

      Ive been a customer with ********************** and recently discovered that theyve been charging me $65 per month for a second line I never signed up for and have never used. This has gone on for over 13 months, totaling around $845 in unauthorized charges.When I brought this to their attention, Metro acknowledged that there has been zero usage on the lineno calls, no texts, no databut still refused to refund me, stating the charges are non-refundable. I never authorized this second line or approved ******* for it.This is not only unethical, its completely unacceptable. Im disappointed by the lack of accountability and the refusal to make this right. If youre considering Metro, please be cautiouscheck your statements closely and dont expect much help if they make a mistake.

    • Bernadette D.

      Date: 04/11/2025

      I went to the store on March 12, 2025 to get a new phone as mine was burned out. (which is an issue itself as every phone I have gotten from Metro has burned out.) I was told to bring my id as they can not send a message to the phone. I brought it and the cashier advised that it will take a few minutes. It took 45 minutes for them to set it up and 30 mins for them to transfer data I guess. I left the store believing I had gotten a new phone and a added line. My account was a grandfathered account. I had been with Metro PCS for 20 years so, I had a great discount. I had my line for $41 with unlimited everything and 10GB for data with the hot spot, a free line and $15 for each additional line I wanted to add on at any time with unlimited service for them as well. I had three lines which made it about $65 with insurance. I went to the app to pay my bill and the bill was $109. I thought they might have added on services I did not need so I chatted in. I was advised they could fix the issue no problem. I left the chat thinking the issue was resolved. A week later I could not use my phone. I had a friend ask if they could use the Hotspot and found they couldn't connect. I went to the app to review my account. I had a plan with 2GB for ************* and each phone was at $15. I don't know where they stole my grandfathered plan. In the store or on the chat but I called to have it corrected and they advised they could not give me my grandfathered plan back. I am ****** at the service I received. Upset that they lied to me an stole my plan from me. 20 years in the trash. Grandfathered plans beware. They are trying to get rid of our plans due to service constraints. If you have to go to the store to get another device, check your plan immediately before leaving the store and or if you call/ chat with customer care to make sure you still have your plan. Screen shot everything.

    • Bernadette D.

      Date: 04/10/2025

      I went to the store on March 12, 2025 to get a new phone as mine was burned out. (which is an issue itself as every phone I have gotten from Metro has burned out.) I was told to bring my id as they can not send a message to the phone. I brought it and the cashier advised that it will take a few minutes. It took 45 minutes for them to set it up and 30 mins for them to transfer data I guess. I left the store believing I had gotten a new phone and a added line. My account was a grandfathered account. I had been with Metro PCS for 20 years so, I had a great discount. I had my line for $41 with unlimited everything and 10GB for data with the hot spot, a free line and $15 for each additional line I wanted to add on at any time with unlimited service for them as well. I had three lines which made it about $65 with insurance. I went to the app to pay my bill and the bill was $109. I thought they might have added on services I did not need so I chatted in. I was advised they could fix the issue no problem. I left the chat thinking the issue was resolved. A week later I could not use my phone. I had a friend ask if they could use the Hotspot and found they couldn't connect. I went to the app to review my account. I had a plan with 2GB for ************* and each phone was at $15. I don't know where they stole my grandfathered plan. In the store or on the chat but I called to have it corrected and they advised they could not give me my grandfathered plan back. I am ****** at the service I received. Upset that they lied to me an stole my plan from me. 20 years in the trash. Grandfathered plans beware. They are trying to get rid of our plans due to service constraints. If you have to go to the store to get another device, check your plan immediately before leaving the store and or if you call/ chat with customer care to make sure you still have your plan. Screen shot everything.

    • Alex L

      Date: 03/16/2025

      ***************************************************************** PCS location. My phone stopped working out of the blue providing the message no SIM card and disrupting my cellular service which prevented me from receiving phone calls or text messages for almost 2 weeks.Customer service over the phone was unable to assist because I could not receive a verification text message code for my account. They advised me to go into a location with my photo ID for assistant. My first visit to the West 25th location, I was advised to make sure that spectrum mobile did not Port my phone number over since I did inquire about switching mobile service to spectrum. I never made the switch, nor did I provide my account number or transfer pin to spectrum. This ********************** location told me to contact spectrum to cancel any port out and then return to get my account working. I did what they directed, and when I returned I still am in disbelief over what happened. Yesterday, March 15th, at ********************* when I returned to advise I did what I was directed to, The gentleman working the desk told me he cannot see any port information and that that can take days to cancel. I tried to explain I never ported it out, and that my phone wasn't working because it was saying no sim card. This employee didn't even look up my account, ask for my name or phone number, or even look at my device. He sent me to a non-existent HQ Metro location in ******** ****. He told me they would assist but he recommended that I purchase a new phone from him, at the higher monthly rate and to pay an activation fee in order to remain a metro customer. This made no sense since my account is active and paid so I did go to ********************************** and learned there is no HQ. The employee there named ******* was the first Metro PCS representative in 2 weeks to not only listen to my issues, but look into my account and my phone and give me a straightforward answer to my issue and restored my cellular service.

    • Ossie B

      Date: 03/11/2025

      I have called the customer service number on numerous occasion to try to resolve a problem with two lines and one phone not working and requesting a free phone I asked to be transferred to a USA operator multiple times they cannot transfer me to a USA operator I asked for corporate number numerous times they cannot provide a the corporate number all the numbers that you ****** are non-working numbers what's up with this corporation why are they so hard to get in contact with I draft two complaint letters to them over a month ago and have not heard anything back from them

    Metro by T-Mobile is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.