We recently moved. The online experience in setting up the installation went seamless. I was told to bring all our old equipment to the new house. We disconnected everything and put all the equipment and cords, some were ours, some provided by Xfinity from our last move, into a box. Juan the service tech was wonderful. He set us up and got everything running. Instead of drilling holes and running wires, he set up two rooms wireless, so there was no need for some of the cords. After they left, we noticed our box with the cords was missing. After settling in and moving things around to their desired location, we needed the cords that were inadvertently taken. They hooked up two tvs with 6ft HDMI cords and we needed 8-12 ft cords. No problem methinks, in the past a trip to the their local store, even with a wait, was telling them what I needed and they would pull the cords from the back and give them to me. I went into the store and was greeted immediately. All's good do far. The snotty little sales guy insinuates I'm lying about the cords and the techs taking them. Not good. He then disappears into the back and comes out to tell me they only have 6ft cords in the back, but have 8 ft cords for sale. When I reminded him it was their fault, he insinuates it was really my fault for not keeping the cords. I told him I didn't like his attitude and asked to speak to a manager. Snotty sales guy disappears into the back. Another guy walks up and thinking he's the manager, I say I didn't appreciate the first guys attitude, to which he replies "We're not your punching bag" and walks into the back. A few minutes later, the manager comes out. I explain the issue as to why I was there, and the snotty, disrespectful encounter I had with the first guy. He says they only have 6 ft HDMI cords to give out, but has 8 ft cords for sale. He then tells me I need to call the tech who came out to set up another appointment to get longer cords, as the techs are the only ones with longer cords. I ask him if he would just set up the appointment for me since I was there. He replied they would have to charge us $75 for that service, to which we found out later that was a total lie. He then reminded me again they had 8 ft cords for sale. It was then I just turned and walked out. I was parked right outside their double doors which were propped open. The greeter and one sales guy were hanging out. Before I left, the first snotty guy came up, saw me, told the other two something, and all three turned, looked at me and started to laugh. Never had I been treated so poorly in person in a business. What struck me was the whole time I was there no one went to a computer and pulled up my account to verify any information. If they did, they would have seen I have been a longtime customer, and pay over $250 month to them for services. I am 61 yrs old and an attorney with an undergrad degree in business. This store is full of lazy employees. How employees interact with customers is a direct reflection on the management. As easy as it is to switch to other providers, I would think our local store would provide better training and management. Horrible way to run an in person business. The customer support people on the phone have been wonderfully understanding, but here I am a week later with no resolution to this simple issue. Wholesale, the 4 missing cords would cost them no more than $15-20. These local bozos are willing to risk losing over $3,000 a year from a longtime customer over a onetime replacement $20 worth of cords. This is far from over. Just wanted to share my experience. Buyer beware. read more

I wish I could give negitive points. I moved and there is no Uverse here. So I had to go sat or cable. So I thought I would try Comcast AGAIN. Big mistake. Gut shows up to do install. Which was another joke. He leaves and I find Cables not long enough and remote not working. So call comcast and reach Mexico. Set up a appt for the next day between 4 and 6 pm. 6PM comes no guy. Spend a hour on the phone to find out appt has been completed! No one showed up. The next appt is two days away to fix something that should have been done right the first time. Please Uverse get to my area I NEED YOU. O and the HD is a joke. Not nearly enough covage! read more

The customer is always WRONG. If Comcast isn't the best example of that mantra, I shudder to think who might be worse. 1. Each time you call them, you get an entirely different run around. 2. In speaking with 8 different "customer service" reps, no two agree what course of action should be followed...all dealing with the same exact issue. But they never seem to know who you are, or the issue to be resolved when you get transferred to the next excuse for customer service. Go on...explain the whole thing again...and again...and again. I think they are TRAINED to wear you down, just pay them and shut up. 3. No one I have spoken to wants to take responsibility for a decision. Instead, they "confer", place you on hold for 40 minutes, or send you to a physical business office where you get no resolution...the only difference is, you get no resolution in person. In fact, they TELL you to go to the business office with documents...you show up there...they don't want them! 4. They all in turn either claim you have a business account, and won't take the call OR when you speak with residential services, they claim it is a business account and won't speak with you. 5. They give you partial information and do not tell you that you will have other unwanted consequences. Surprise!!! 6. They lose emails, call records, notes they stated they made on the account (little things like phone number, email address, and notice to discontinue). But they sure maintain your billing info and when you can't access your account (but they can) they continue to bill past the discontinue date. And not by a little bit either. I have been in business for 40 years. Even if I was running a pseudo-monopoly as Comcast is, I would NEVER treat people as they do. If they do not feel that their employees can make decisions based on facts, common sense, and fair play, then change the culture of the company. It should not take an act of congress and a Supreme Court decision to get a straight answer on an obvious problem. I urge anyone who looks at Comcast as a possible vendor to either a business or personal use, to do two things: a) look at all the options available. And don't look at prices till LAST. Because... b) the VALUE of excellent customer service is priceless when a problem arises. And this is a MAJOR hidden cost with Comcast. read more

After reading reviews, I was expecting a bad experience coming in here, but it was totally fine. Trever helped me out and he was really nice, informative, and quick. I got there around 3pm which seemed like a good time to show up because after checking in, a bunch of people walked in after me. I think I just beat the rush. From reading the bad reviews, I think the store is working on hiring people with better customer service because my experience was super easy and stress free. Thanks Trever! read more

Went to returned something the woman that was helping me was being very rude. Thinking going with another provider Comcast just seems to be getting ridiculously expensive read more

This company has wasted hours of my time with dishonesty and poor communication. I highly recommend if you go with them, you record your conversations with their salespeople and document every step of progress you make with confirmation numbers and employee identification numbers. read more

My experience here was not bad, it's the employee Carlos who had ruined the experience. I went in to open a new account & buy WiFi, that's all. After hearing sales pitch after sales pitch I finally decide on one that I think is suitable with little to no explication on which WiFi service I'm really getting. I get home & called to activate my modem, come to find out Carlos included a landline & 20+ channels in my "WiFi plan" AND ran a credit check without my consent or even mentioning this or any of these other additions to the plan. Remind you, I walked out of the store with just a modem, not a cable box or a landline. I immediately canceled the other two & tried to call the store to speak to a manager, come to find out they don't have a store number. I had to go back into the store to speak with a manager, yet another huge inconvenience had Carlos not "up sell" me with no verbal communication about these other additives to the plan. I spoke with David in the store, I believe he was a lead, he was very understanding & compensated me for all the troubles. But now I have to go back in because I found out after I left the store for the second time, I don't have unlimited internet, which is something I would've liked. Thank you Carlos for making my very first transaction with Xfinity a tuff one, thank you David for being helpful. read more

Comcast really needs a competitor in order to have better costumer service. I dread calling them every time I have a problem, which is often with Comcast service. Guy on the phone talked to me like a complete idiot. If you don't like your job, Comcast people, don't work there. Its simple. Jerks. One star is over rating them. Comcast sucks. read more

Alright back down to 1 star you go! Called over the weekend because we were experiencing internet problems. I spent 20 minutes explaining to the customer rep that we were not using the Comcast equipment anymore and that we were using equipment that we purchased ourselves. When I finally convinced the rep she needed to shoot the signal to the new mac address I'm put on hold, she comes back "sorry we can't use that equipment because the previous person who owned it has a balance on their account" Ummm excuse me, this is MY equipment and you want to hold me liable for someone elses balance? Not gonna fly with me, I need a supervisor, holding for another 10 minutes, "Hello this is mr I can't speak a lick of english how can I help you" Tell him my situation only to be cut off multiple times. I hate to break it to you buddy but I am a strong minded/willed female, I know what I am deserving of and I know what good business practices are and holding me responsible for someone elses bill is not good business practices, not to mention it's NOT YOUR EQUIPMENT! I ask "so you'd rather lose a $200 a month customer instead of simply moving the equipment over" answer "yes" Really? WTF! Transfer me to the cancellation department and I want a supervisor, Mr. I can't speak english definitely wasn't the supervisor I asked for in the beginning. Another 15 minutes of holding, "cancellation department, how can I help you" me "are you a supervisor, because I need a supervisor" "no I am not, but I am confident I can resolve the matter" I explain the story how you can't hold me responsible for someone elses balance, not my fault, besides it's NOT YOUR EQUIPMENT! Another 10 minutes and bam, equipment transfered over and internet back up to speed. What is wrong with this company? It's no wonder they were ranked in the top 5 of most hated businesses in the nation. An hour later and a splitting headache I had my internet back, I can't wait till my contract is up to switch to AT&T U-Verse, anything has to be better than these people. read more

This place is a joke. I walked in my equipment and asked to cancel. I was told, "no problem" by the teller. She said that my service would be cancelled immediately and that I'd be receiving a check for the prorated amount In the mail. I said great and asked for documentation. She looked at me clueless and said there was no documentation she could provide. I asked how I can be sure it was cancelled and she got defensive and repeated herself that she couldn't sign anything or provide me with anything. I thought that was weird and said okay, and just left. The next day I decided to call comcast just to be certain my terms were actually cancelled. I took this extra step because I have no faith in comcast due to previous encounters with their poor customer service. In fact, calling it poor customer service is doing them a favor because it implies that they actually have it. Anyways, the phone rep said that my service wasn't cancelled and that the main office doesn't even have the ability of canceling my services. I'm not surprised that their one hand doesn't know what the other is doing. Long story short, I was able to finally cancel service with Comcast. I felt like throwing a "getting rid of Comcast for good" party! I now have direct tv and am very satisfied. For those of you still dealing with Comcast, who by the wAy was rated worst company in the America by the consumerist in their annual competition, I have sympathy for you! read more

If I could give negative stars I would. Most useless company ever. Customer service knows nothing at all. Get a different answer with every person you talk to. Channel 22 eliminated from already pathetic limited basic lineup. Went to digital, but other channels still available on analog??? read more

The worst business I have ever dealt with in my life. I ordered cable with a rebate for the modem and router. Within seconds the $199 was taken out of my account with the promise of a rebate for that amount coming. Within minutes of that transaction I decided to cancel the order and just rent the equipment monthly. It took literally hours for me to cancel the order. I also found out that the rebate can take 18 weeks to come through. It is the next day and I have not checked whether my 199 has been credited. The customer service people are all incompetent and keep you on hold and you are subject to being on endless telephone loops where you have to keep entering your zip code and phone number over and over again. It was a nightmare to do business with them. For them to be the only provider in the area also smacks of corruption and unsavory deals made with the powers that be. AVOID this company if possible. read more

This specific store is run like the DMV. You take a number and wait in an overcrowded room with not enough seating. When my brother went they got to the number before him and announced they had run out of boxes. He had been waiting an hour. Parking is minimal. Additionally, if you call comcast, they cannot check inventory on individual stores or contact stores to check stock. You have to drive to the store and wait to see if they have what you need. On the bright side, I called an complained and was offered new boxes at no cost for 1 year instead of 10 $ a month. With comcast you have to complain and renegotiate regularly to get a reasonable price. read more

Today I called Comcast's technical line. They now outsource their support to the Philippines. I attempted for an hour to get help. 4 times I was hung up on and 3 times instead of being transferred to the right department, I was sent back to the main menu and had to start all over again. After an hour I drove myself to their main office in my home town and walked into what looked like the DMV. There were 30 people waiting and they were taking names. I demanded to see the supervisor and was told he was on lunch. Never have I had such poor service. read more

Comcast has the worst phone tree anywhere! Our retail store in Santa Rosa moved and there is no address listed anywhere. When I tried to call, all they want is my account information, etc. They moved months ago and their address can only be accessed by Yelp. Its not on Google and they have been moved for months. really???? read more

I called COMCAST in Santa Rosa because the last wind storm caused their cable wire to fall from the house. They told me that they wouldn't or couldn't repair it because I'm not a customer. Obviously, this is the wrong answer. COMCAST is given a franchise by governments to operate in that area, and COMCAST is a cable provider via wire. They may not like it, but they are obligated to maintain the wiring just as a telephone provider maintains the telephone wire. read more

If there was a negative 5 rating I would give it to Comcast. Wish I had read the reviews before we signed up for Comcast, I wouldn't have signed up. We have had nothing but problems since it was installed. Our problems are across the board, internet, TV and phone. On top of everything else they keep trying to charge us $50.00 for every visit they make to fix their problems. When I tried dispute the charges I'm told once they leave and the system works they will charge you for each visit unless you buy their service package. I try to explain the system hasn't worked since they installed it. The problem is on their side not ours. We shouldn't be paying for bad equipment. I did finely get them to credit us back $40.00. They never were able to get the wireless portion to work on the original internet box. Even hardwired internet service kept dropping. Finally a tech came out who recommended we switch from their Dory box to an EMTA box. The EMTA box does not control the wireless portion. In order to get wireless to work we had to buy a high end wireless transmitter. If you decide to go this route, expect to pay $130.00 to $200.00 + tax to purchase the new wireless router. Plus, according to Comcast's rules, they do not touch anything outside of their system, therefore you will need to install it. Currently, with the new box installed, the wireless part seems to be working. We are still having problems with the TV and DVR signal. The TV signal keeps dropping to a black screen or only displaying the station logo. The channel guide does not work. The On Demand and the DVR do not work. After spending and hour on hold for Tech Support I finally spoke to a very nice person who asked me to hold while Comcast sent a signal from their headquarters tech support area. The TV came back after about 20 min. We had to reboot the system. I told her it was back and hung-up. When I tried to access the DVR section the screen informed me there were no recordings, despite the fact it was 76% full. Since Comcast Tech Support told me it would take up to 24 hours for the system to fully function again I thought I would wait until the next day to call them back. The next day the system once again displayed a black screen without any access to the system. When I called Comcast Tech Support the automated system informed me they were experiencing an unusual volume of calls and then it put me on hold for 15 min. After sitting on hold the system told me it was unable to connect me and disconnected my call. I tried calling back with the same result. Several days later we now have TV back but are still unable to access the 76% full section of the DVR. We can access new recording but are having trouble deleting recordings. The DVR is now 89% full and displays as a red bar. I tried calling Comcast's Tech Support and received a recording stating "If you are having problems with accessing your DVR we are aware of the problem and are working on it". I wonder how long they are going to take to fix it? We are into our second month with them and to date we haven't had a completely working system. I wish I had listened to my gut when it told me it was a bad idea to sign-up with Comcast. The only bright note is, should we decide to stand in the garage or have our computer hardwired to the internet, we can receive 50 Mbps download speed and 11.17 Mbps upload speed. We only get 3 Mbps download on our wireless signal in the house. We plan to install a signal booster in the hopes of getting a higher wireless signal throughout our small house. I should note, all of the Customer Service people on the phone were very helpful and all of the Techs who came to the house were knowledgeable and nice. I feel sorry for them. It's the hardware that seems to be a big issue! Not the people we have interacted with. read more

I had a rough ride with Comcast, my contract ran out and I was told I was being put into a non contract plan to hold me over until I figured out what I wanted to do.. I have Dealt with them before so i saved this conversation on my computer (it was done via a live chat) When the time came to cancel I was told I was actually in a contract and had a hefty cancelation fee coming my way. I went into the store and talked to Roxanna, she knew exactly what had happened and how to fix it. It took a few days but she came through and totally saved me! Thank you Roxanna. By the way switched to ATT and its been a nightmare should have stayed!!! read more

Ugh, had to go back and Ismir was rude and had no time for us as his football game was on. I'm looking at other services now.

the product is ok but the customer service completely sucks. it is like applying for a loan every time u talk with these people.

Horrible customer service! After the call I was just on I am willing to pay the break in contract fee to switch to AT&T or I have to check out what sonic.net provides. Would not suggest this company to anyone considering them! Check elsewhere first read more

Switched over to Comcast from Sonic. Internet is incredibly faster. Signed up on Sunday, took less than 30 minutes of my time. Installed on Monday (today). Time slot was 4-8PM and was installed by 5PM. I can't speak for anything other than the internet but I'm digging it. Went from under 1mbps to over 20mbps. read more

I went to the Santa Rosa store last Monday and experienced OUTSTANDING customer service by Hollywood Radford! My previous Comcast contacts have been on the phone and I have never had a pleasant experience; they were all extremely frustrating. Hollywood Radford was not only personable, polite, helpful, but he actually made the Comcast experience fun! His service is why people seek out customer oriented stores, stores where personal service still exists. I predict he will go far in his career. Customer service is becoming a lost art and this is true will every Comcast phone contact I have had. Alexis read more

Horrible customer service. Both ladies I've spoken to were so rude, and it's clear they don't care about actually helping you. It's better to speak to customer service over the phone. read more

Let me explain my experience with them and I'll let you guys judge how their customer service is. I called in last night and added the HD service to my current plan, and I'm told I just need to go into a Comcast location and get the HD cable boxes. I go to my local Santa Rosa location and tell the lady at the front counter I need to get the HD boxes. She asks me for my current boxes so I hand them to her and she proceeds to scan them in. She then asks me for my current cable boxes and I'm like "I just handed them to you" so she asks "So what is it that you needed?" so I continue to tell her again that I need the HD cable boxes. She then proceeds to tell me that the boxes I just handed her are the HD boxes and since she just scanned them in she cannot give them back to me so she hands me some enormous dinosaur looking boxes that are also HD but are so big that they do not fit where the boxes previously sat. Needless to say I would recommend a demotion. read more

Somebody out there HAS to create a competitor for this outrageously bad company. This office "services" a broad area. Our 2nd home in Guerneville -- more than half an hour's drive from their Santa Rosa office, and they don't deliver/collect replacements, so when the equipment is bad, as it inevitably is, that's over an hour of precious time just to get there and back. The lines are long because everybody's got bad equipment. The not-working cable TV box we picked up is as bad as the not-working cable TV box we exchanged it for. They merely install for new customers and provide no service otherwise unless it's wiring, so I have to connect or have someone connect the new box. It doesn't work either. What do they care? The problem is yours. Forget the intermediate step of trying to correct the problem electronically. You'll speak/text with a very nice person in India who's reading/writing from a script and can't quite address the actual problem, but takes another 45 minutes of your precious life making that clear. read more

I would give negitive stars if I could. I wanted to like Comcast- I tried. But of course their greed and lack of service wins the day. I moved and reopened my account. it wouldnt work in my house however and I returned the devices the day after picking them up. When I dropped it off i made sure to ask when I would be getting my $100 deposit check- within 2 to 3 weeks I was told. When I called the 1800 number to confirm my address the check would go to, I was told by Fredando that I would only be getting $60 back!! What!! I had the device for a few days- not working- and that costs me $40!! I was told it was a deposit and since I never recieved service I am entitled to all $100 back. I am currently on the phone with them right now. Fredando said he couldnt help me and sent me to a different dept- then that dept said I was also talking to the wrong dept. turns out fredando was just being mean and didnt want to deal with me anymore. Now i am on hold with the first dept trying to understand why I have to pay $40 for nothing. **** I am off the phone- turns outs Fredando doe not know how to communicate. I am in fact still getting $100 in the mail- its gonna take 4 weeks. The $40 is a bill I MIGHT get in the mail- I have to disreguard it. That simple. I was on the phone for over an hour!!! This phone call should have been ten minutes max. I'm mostly sad because comcast owns the internet and I wanted speed. I really wanted to stay with them- I even gave them an opening to save the sale and keep a happy customer. Too bad- Ill take slower internet with better customer service everyday. read more