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November 2023 by Eloha Fiero
It was a mistake to come to this store. Since we have AT&T internet, we made the decision to transfer carriers in order to benefit from the savings. My first bill was over $618.32 ($77 for the internet and $541 for the wireless). We were informed that our wireless bill should have been about $192/mo. including tax, auto pay discount, and military discount. I was so shocked, I only expected that it will be high due to the activation fee for each line but not this much. The customer support at AT&T informed me over the phone that the military discount and auto pay were not setup. Additionally, since the account is in my name rather than my husband's, we are not eligible for the military discount. My spouse and I went to the store and asked the girl who assisted us to transfer the account to my husband because we were so frustrated about how they had messed everything up. However, she proceeded to make another duplicate of my ID and stated that auto pay should now be enabled and our next bill should reflect the changes. I assumed everything was fine now because the second bill appeared to be about what I was expecting to pay.When the third bill arrived, it was $75 more. When I called AT&T to inquire, billing informed me that our military discount had been removed because it was still in my name and no supporting paperwork had been sent in. We were told to go to the store and simply request that my husband be made the account owner. We went to the store for the 3rd time and requested them straight to make my husband as the acct owner. We ensured that the young man who assisted us had a copy of his ID. Furthermore, he promised that my husband is now the owner of the account. After almost two weeks, I called the AT&T billing dept to make sure it was updated, and I discovered that the account was still in my name.I'm furious right now because, in addition to my bill being problematic, my son's phone isn't working properly since we switched. We've tried calling a lot, working with technicians to troubleshoot the issue, and switching the SIM card multiple times in the store, but the problem persists. We were told to either acquire a new phone for my son or make a claim, for which I would have to pay a $225 deductible.Before we moved to AT&T, that wasn't even an issue for us. Now, instead of saving money, we are spending more than we had anticipated, and neither AT&T nor the retailer could offer a solution that doesn't require us to pay.They can't do anything about these problems, which I think is absurd considering the issue started when we switched with them. The store's salespeople are incompetent, they give consumers false information and perform their duties improperly.When I called the store to talk to the manager, I was told he was out and would call me back, but I haven't heard from him yet.
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September 2023 by Breanna Fedor
Lalo was a great help. He was able to clean up my account after a different accidentally messed it up.
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August 2023 by Nick Sanchez
Lalo was beyond helpful and honest. He helped set up some new lines for my family, switch plans, and save me money in the process. Highly recommend this location and their associates.
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August 2023 by Christian Hose
Lalo was an awesome tech. He helped us out with everything we needed and was very patient and helpful with all of our questions and concerns.
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July 2023 by Sabrina Drake
Top notch store at Potranco. Visited this particular AT&T store twice in the past week and both times we were in and out of there in no time. Team is courteous, professional and knowledgeable.
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July 2023 by Regina Butler
I arrived at the 11219 Potranco Road, San Antonio, TX AT&T location around 7:30 pm, cst. Typically, when representatives are busy with other customers, the customer waiting is acknowledged and your response should be, we will be with you shortly. Unfortunately, that did not occur, I sat for 10-15 minutes, then, I saw the Kiosk machine and assumed that my payment could be taken at the Kiosk machine.While standing at the Kiosk machine a very polite AT&T representative approached me and ask, if I need any assistance, I believe his name was Lamar or Laquon not sure, but he came from the back of the store and exhibited a very professional demeanor and assisted me with my payment amount and the Kiosk machine.As a new comer to Texas, customer service is key to adding more customers to your store and maintains your current clients. A superb customer service experience for Laquon and additional training needed for the two AT&T representatives that did not acknowledge my presence.Laquon continue exhibiting your professionalism and superb customer relations skill set you will go far in life.A Director of HR customer relations for well over 10 years, please be mindful not to exhibit the potential of discrimination.Many Blessings…Laquon.
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June 2023 by Jasmin Pineda
Very unprofessional. My husband went in today to get his new phone programmed since we had to do a claim through the insurance which they mailed it to us. The gentleman told him he could of done it himself. Believe me if he knew how he would. Once he did help and I guess it was the last part he told my husband he could leave bc now he needs to connect to wifi to finish since it will take about 45 minutes to transfer. Sorry but people go into the store when they need help no need to be rude about it.
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June 2023 by Darryl Fedric
Sales associate, Lalo, and Manager, Richard, are both very friendly, knowledgeable, and helpful. Will definitely go back and see them with any ATT related issues/inquiries.
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May 2023 by xochitl lopez sosa (africa)
My experience was the best in this store since they solved the problem that I had with my lines. The treatment was great despite the fact that the error was never theirs. My congratulations to everyone, especially Jorge Herrera, thanks for everything.
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May 2023 by robegonDRP
Went here to find out more about my employee discount for AT&T services. Instead of helping me the guy kept asking me to combine phone + internet for a completely different deal.Didn't care that I had an account code from work or ID, was unprofessional and unknowledgable. What a j**** They're doing something wrong because the turnover rate is high.
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April 2023 by Zerlina Mc
1000% Pleased with the service Lalo provided to mother re: her issue it was not a billing error on her part so Lalo made sure it was all taken care of as promptly as possible, he displayed extreme patience and kept a positive optimistic attitude throughout corrections the issue.Thank You and please understand our frustration was not with you.I highly recommend this location at 1604 & Potranco, the other staff seemed just as friendly and patient in helping others, which is rare.
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April 2023 by Corey Cobb
Lalo Gonzalez is a champ. He fixed some issues we were having after switching from another carrier. He’s awesome. Went above and beyond and did everything asked of him and then some. This young man is going to go very far.
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April 2023 by Stephen Washington
If I could in the negatives I would. Jorge was rude and very unprofessional. Seemed to be in rush to close the store. Unable to look at anything because they start putting everything up while customers where in the store. Didnt have correct prices for anything because he was too busy having an horrible attitude. I wouldn’t recommend this location very poor staff and Jorge seems to be racist.
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April 2023 by DJ Shortt
I’m on a family plan and my mom is the owner. When I went in ti activate my new phone, the female worker there said she couldn’t do it without the actual account holder. My mom is a travel nurse and not arroyos, so that option went out the door. The alternative she gave me was to go on the account and make myself an authorized user. So when I logged in she said “now that I’ve seen you trying to log into somebody else’s account, I can’t help you due to the security risk.” I was confused, went I my car to try ti call my mom to handle on her side but she wouldn’t answer. Walked back inside and I asked for a manager. She took forever to get him (of course to inform them of a story that doesn’t make her look like she just didn’t want to do her job). He comes out and tells me that “my coworker her just told me that she witnessed you trying to log into an account that’s not yours. So because of that, we can’t help you.”I drove to an AT&T store down the street to get them to activate my phone. All it took was my phone number and my zip code and apparently you can do it online to top it off.Moral of this story is this specific location sucks. Specifically the little hick girl with glasses and her manager.
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March 2023 by Angelica Rojas
Our experience with Lalo at this location was beyond expectations! Typically getting new phones can be a hassle, but had no issues with due to his service. He worked with us, offered useful deals, and got us exactly what we wanted and needed! He was an overall great person in general, awesome to talk to and get to know. Will definitely be going to him in the future for anything we need. Thanks Lalo!
