I have had a terrible experience with Comcast these last few months. I was okay with my service until I received a brochure in the mail advertising a package deal with Xfinity Home and Xfinity one TV and internet service and decided to switch my service. I currently had ADT as my security system which I was fine with but I figured I would call the number on the brochure to find out more info on the new product. First off, the sales person that I spoke to said how great the system was compared to ADT and I would be getting a great deal. I explained to him that I would be moving within the next couple of months because it was my grandmother’s house who had recently passed and I was just staying there to help pay for the mortgage until everything was released from probate and the house sold. He explained that it would be no problem and it could be moved when I move at no extra cost. The first time I scheduled an install the technician never showed up. The next time someone came but said he wasn’t able to do the job and another technician had to come out to do it. This was a huge inconvenience for me because he said the only time they could come out was Monday-Friday 8am-5pm which is the hours I work so I had to take off to meet them at the house. When the install technician did finally come he was late and didn’t even apologize or anything. He barely talked to me the entire time he was there and he did not go over anything except for showing me how to set up my pin number for the keypad. He just laid the inside camera, plug in, and thermostat on the table. He said he could not put the thermostat in because it had to be installed by a HVAC person but after I did that it would work. A few days after the install, the smoke detector kept going off and the fire department kept getting sent out. Every time this happened I was told a technician would come out and look at it and one never showed up or called. I was also told that I would receive a $200 gift card for signing up for the new system. I waited several months and never received the gift card. Every time I called I was transferred to person to person and hung up on several times. I was told to call the gift card department and after waiting on hold for an hour and a half they told me that the technician did not put in the proper code for the gift card and that I would have to sign a contract to get it. The keypad also made a beeping noise about every hour or so with error messages regarding the thermostat and door sensors. The thermostat worked but I was never able to change the temperatures with my phone like it was advertised. When a technician finally came to see what was wrong with my system he was an hour late and I was told I would receive a $20, which I didn’t and had to call again several times and speak with several managers. He said he was late because corporate over schedules them and doesn’t give them enough time to get to the next appointment. He then just handed me a new smoke detector and said there was no point in him putting it in since I was moving in 3 weeks. He replaced the door sensors and then said he was going to completely remove the thermostat and smoke detector so it would quit beeping (which it didn’t). What is the sense in paying for a security system when half of it is disconnected? I was with ADT for several years at 2 different houses and never had equipment failure like that. When moving I was told that I would have to take off all of the door sensors and motion sensor and bring them with me to the new house and a technician would come and reinstall everything. I talked to 2 different people and was told that my address was not in the system and that a technician would come and see if service could be set it up. No one came, no one called. After calling and speaking with someone else they informed me that service cannot be put in at that address and I would be charged $960 (now they changed it to $1,080) for breaking the contract. Never the sales person nor the install tech told me about that fee or I would have never bothered changing security systems. Nor it was never explained to me or in the contract that Comcast does not service all areas so this is not my fault they could not move the service in which I was willing to continue. I forbid to pay this outrageous fee when I have been through nothing but turmoil. Dealing with a death, selling a house, and buying a house this has been more of a headache and more stressful than any of it. I have talked to person after person and have been transferred over and over, hung up on, and told I would receive call backs and never did. I finally had to contact the corporate resolution center to finally be heard about this matter and they advised me to write a letter explaining what happened but then after I did that they said they still wouldn't refund it. I understand it was in the contract but it was not explained to me properly and I was taken advantage of.
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