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This business is not BBB accredited.

T-Mobile USA Inc

Additional Locations

Phone: (800) 937-8997 View Additional Phone Numbers 12920 SE 38th St, Bellevue, WA 98006 View Additional Email Addresses http://www.t-mobile.com View Additional Web Addresses

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


This company offers wireless voice, messaging and data services.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for T-Mobile USA Inc include:

  • 24784 complaint(s) filed against business

Factors that raised the rating for T-Mobile USA Inc include:

  • Length of time business has been operating
  • Response to 24784 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

24784 complaints closed with BBB in last 3 years | 5721 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3106
Billing/Collection Issues 7486
Delivery Issues 410
Guarantee/Warranty Issues 265
Problems with Product/Service 13517
Total Closed Complaints 24784

Additional Complaint Information

BBB files indicate that this business has received complaints concerning product, service, contract, billing and sales practice issues.

Consumers claim once they return the phone and receive confirmation that the company received it, they are charged fees for damage to the phone, even though the phone was not previously damaged.

Consumers also allege T-Mobile does not honor their service agreements. Consumers claim T-Mobile will not assist in cancelling their contracts when the company is unable to provide service as promised, even after consumers provide proof they have relocated outside the company's service area.

Consumers further allege they experience multiple billing errors with T-Mobile. Consumers claim the company charges them a full month of service when they terminate their contract in the middle of a billing cycle. Consumers also claim T-Mobile double-charges them for monthly billing periods.

Consumers also allege T-Mobile's representatives promise certain plans and discounts; however, upon receiving their first bill, consumers realize they are being charged for a plan and price that was not agreed upon. Consumers claim when they call the company to fix the discrepancy, there is no way to verify what was promised, as notes in the company's system are contrary to what was agreed upon or are non-existent.

BBB encourages consumers to read all terms and conditions before purchasing products or services. BBB recommends consumers review in detail any contract before signing, and to get any verbal promises in writing.

Customer Reviews Summary Read customer reviews

28 Customer Reviews on T-Mobile USA Inc
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 0
Negative Experience 25
Total Customer Reviews 28

Additional Information

BBB file opened: June 18, 1999 Business started: 07/01/1998 Business started locally: 07/01/1998 Business incorporated 12/16/1999 in OR
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
Phone Number: (360) 725-0377

Type of Entity


Business Management
Mr. John Legere, President/CEO Ms. Angela Baca, Executive Response Analyst Ms. Tami Shwonek, Supervisor Paralegal
Contact Information
Customer Contact: Ms. Angela Baca, Executive Response Analyst
Principal: Mr. John Legere, President/CEO
Business Category

Cellular Telephone Service & Supplies Cell Phone & Tablet Equipment, Supplies & Repair Mobile Telephone Service

Alternate Business Names
Go Smart Mobile GoSmart T-Mobile
Additional Information

BBB generally reports 100% of all reportable complaints except for those businesses who maintain a large volume of complaints. BBB currently publishes 1% for T-Mobile USA Inc.

Customer Review Rating plus BBB Rating Summary

T-Mobile USA Inc has received 2.76 out of 5 stars based on 28 Customer Reviews and a BBB Rating of C+.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.