Xfinity Store by Comcast — Local services in Crystal Lake

These guys were super helpful with one thing - but didn't tell us about the fine print for another. Overall, the same situation with XFinity as always: The customer ALWAYS foots the bill...

I had to switch my XFinity internet from my own personal account to one provided by my apartment complex. That process, itself took hours and hours and eventually going in to XFinity to have the people here do it. They did that well. It's sad, though, because that's the least accessible way for a company to handle anything...

HOWEVER, they were also running a deal w/ Verizon for XFinity mobile that week. It sounded like a good idea for me and my partner at the time. We were told that if we signed up then, we'd get the time-sensitive rebate/discount, but would NOT be charged for the lines UNLESS we activated the SIM cards/devices. I started getting charged over $60 per month for mobile services that were never rendered, even though I had never activated any lines or devices. A couple months later I tried to return the SIM cards, close the account, and (wishful thinking) get a significant portion of money back. They wouldn't take the SIM Cards, saying that wouldn't help or do anything. They just gave me the XFinity Mobile number (which was incorrect...). Upon calling XFinity Mobile today to try to get a refund and make sure the service would stop, they informed me that - had I returned the SIM cards earlier, I could have grounds for receiving a refund. But since they have no "record" of me requesting the service be ended (even though it literally never started), I am not eligible for the refund. What...

Some of this is my fault. I should've read more carefully between the lines of the ONE email that was begging me in large text and big purple buttons to activate my lines, but in text underneath and between these lines, said that payment would start 7 days after receiving the SIM card. However, the in-person experience at the Crystal Lake XFinity location led me to believe this wasn't true. So, I've learned my lesson with XFinity, yet again...

The customer always...

This Xfinity store manager, Guy Obermeyer, brazenly tried to cheat us out of $425.00. With increasingly higher rates, on 3/25/25 I signed a 2 year contract, agreeing to pay approximately $35.00 more per month than we previously paid. On 4/22 we received notice from Xfinity that our next month’s bill was $57.32 higher than the price quoted and agreed to on 3/25 and $103.05 higher than we paid in December 2024! Mr. Obermeyer, stated we were billed correctly due to a $41.00 one time charge and the expiration of a monthly $16.00 mobile phone promotion credit. He further stated our monthly bill going forward will be $16.00 higher than the amount quoted and agreed to on 3/25. Neither the Xfinity agent, nor the documents signed on 3/25 made any reference to an additional $16.00 increase in the monthly rate and neither made any mention whatsoever of any $41.00 surcharge. When I insisted that Comcast had a responsibility to withdraw this previously undisclosed $41.00 surcharge and to otherwise fully honor the price quoted and agreed to on 3/25, Mr. Obermeyer smugly and arrogantly refused to do so. Then, displaying an alarming ignorance of Xfinity rules, Mr. Obermeyer falsely stated we would be charged the exorbitant Xfinity termination fee if we chose to cancel the contract, even though we were still within the 30 day no penalty cancellation period.

Somewhat surprisingly, when I contacted Xfinity’s customer service, I was thankfully able to negotiate a new service agreement a mere $3.00 higher than the 3/25 contract, and the $41.00 surcharge was appropriately waived.

When a store manager acts unethically, dismissively, and in opposition to: 1.) Xfinity rules; 2.) basic elements of contract compliance; and 3.) basic elements of good faith business practices it grievously poisons not only customer relations, but the work environment of his employees. I can’t help but wonder if Xfinity embraces this type of toxic behavior from its store managers. In any event, as long as Mr. Obermeyer continues to serve as the manager, I will not patronize this Crystal Lake...

If I could give less stars I would I made the biggest mistake switching to this company in the first place should’ve stayed with sprint I joined them in September of 2018 when the new iPhone released this is the location I joined at and the customer service has also been absolutely awful they screwed me over because in the first 14 days I had issues with my phone and I also decided I wanted a different color was told they couldn’t help me that I had to go directly to Apple which is one thousand percent wrong the carrier is responsible for the phone within the first 14 days they couldn’t own it and help me so I ended up with an Apple device and have had nothing but service issues because it’s not an xfinity mobile device my SIM card or device ID wont stick in the system there system keeps defaulting back to my original iPhone device ID and SIM which is whats causing my problem it’s been changed multiple times and every single time it does the same thing it goes back to my old device which I don’t have I literally been through hell and back since I joined them and the best they could do is a $75 account credit this place is a huge joke please please please do not make the switch and if you have the opportunity to get out please do the HELL that they put me through all because they couldn’t own the problem in the first place has been absolutely ridiculous DO NOT SWITCH I PROMISE YOU WILL REGRET IT I convinced my husband and mother that it was a great idea and now I’m the one being screwed over I can basically only use data on my phone when I’m at home can’t use it anywhere else I’m so done with this company they basically owe me a replacement phone but that would involve somebody owning what they did wrong in the first place and they won’t do it I’m definitely thinking about filing a lawsuit small claims...