Xfinity Store by Comcast — Local services in Gaithersburg

I was solicited door-to-door by Chris Rivera to add Comcast Home Security to my Triple Play at 9205 Bluebird Terrace, Gaithersburg, MD 2079 on September 2013. There was no mention of reduced Internet performance as a result of adding the Home Security. In addition, after the service was installed, my dog set off the alarm since the motion sensor detected her (The installer said that my dog's movements would not trigger the alarm.). Comcast came out and adjusted the motion sensor's location.

My cleaning lady's son hit the panic alarm and sent in a false alarm. The police showed even though I attempted to stop the call. I was given a warning that any additional false alarms would cost me $25.00.

Another false alarm occurred when I set the alarm and was heading out of town on a trip. I received a call that the alarm was going off and I had forgotten to leave the alarm off for the dog sitter. I had forgotten the code word. I nearly got into a car accident because I was driving and upset that I couldn't remember the code word. Multiple other false alarms occurred. The last being when my landlord's contractors entered the house without warning to remove drying equipment from my former residence.

I had to move from the residence at 9205 Bluebird Terrace, Gaithersburg, MD 20879 due to 3 successive and increasingly severe basement flooding incidents on March 4, March 10 and March 14, 2015. I had two Emergency Room visits on March 14 and March 16, 2015 for difficulty breathing due to the severe unhealthy mold resulting from the three floods. I was instructed not to return to the residence until the property management company, Realty Group Property Management, remedied the mold, which couldn't be done until I moved as per email correspondence. So, from March 17, 1015 until April 10, 2015 I did not have a residence.

There was no need for service. The necessity to move was beyond my control. I have incurred severe financial hardship due to the loss of personal belongings, my health, moving expenses, hotel and meal expenses and additional monthly rent that was necessitated by my ill health from the mold infested house.

I have paid my account in full and returned all of Comcast's equipment. They have not credited my account the $67.16 balance that I paid by Chase credit card.

The bills from Comcast are still addressed to the 9205 Bluebird Terrace address. I don't live there anymore.

In September 2014, I called and spoke to Comcast regarding how much the early termination fee would be. I was told an estimated amount of $390.00. Now, Comcast insists on charging me an early termination fee of $600.00!!! I had less than six months left on the original 2-year contract. How can the early termination fee go up? I would have kept the contract if I hadn't been forced to move.

Therefore, I am requesting to have the fee waived due to both the poor performance of the security system and my need to move from my former residence. I've had enough...

How the company like this could be still exist? Terrible customer service ever! It's ridiculous!! I placed an order over online for my Internet and TV services on March, 2016. But I've never received any equipments, but I've been getting bills from Comcast. So I called the Comcast, and one of represenative apologized for the trouble and she told me I should go to nearest Comcast store at my area and pick up the equipments then call them back so they could waived all the balances that I've been charged. So I went to the Comcast store near by me and picked up equipments, and I called the Comcast and explained what has been happened, and the agent told me all balances that I owe will be waived since I didn't use the services and didn't have equipments until I actually went to the store picked up the equipments. Few days later, I found out my services were temporarily suspended due to unpaid the balances that has been waived. So I called Comcast again and spoke to payment department agent had to explained what happened cuz they are not even made any notes or anything like that about my previous call issues on their system, and the agent said I must talk to billing department for this matter to be solved, and I spoke to an agent at billing department and had to explained all over again, but billing DEP agent said I have to call the collection department for this matter to be solved, so I called the collection department and explained all over again and he said there's two options if I want my services back, either I pay the balances that I owe which are the amount that I've been charged even before I picked up the equipments, or I have to talked to billing department. I told the agent I already spoke to billing department and they still said they can't do anything about it and I had to talk to billing department. So I called billing deparment and had to explained all over again and the billing agent created a ticket and agent said the person who actually can help me with this matter will be contacted me on June, 2 around 4 p.m which is today but they never called. So I called Comcast again today and the agent saying they are experiencing system problem and they can't review or pull out any accounts at this moment and told me to call 2-3 hours later....

Let me make this loud and clear: I’ve been with Xfinity for 25+ years. That’s longer than some of your staff have been alive. So I expect—at minimum—a basic level of professionalism when I walk into your store. Instead, what I got was a masterclass in how to embarrass your brand in under 5 minutes. Had a scheduled appointment at 12 PM on July 4th—and was the only customer there. You’d think that meant I’d get prompt, decent service. Oh no. What I walked into was some kind of off-brand daycare situation.

Let’s start with the guy rocking the afro—who couldn’t even stand up to greet me. No, he was parked his butt on a display table like he was at a slumber party, not working in a corporate retail store. Not a chair. A DISPLAY. TABLE. I was honestly wondering if he was part of the furniture set.

Then we have the two girls behind him who clearly thought their side convo was more important than acknowledging my existence. No eye contact, no energy, just vibes. It was giving “I just got hired because my cousin works here.” One of them mumbled a half-answer while laughing at something the other one said. Were they working or hosting a podcast? I couldn't tell.

And the cherry on top of this disaster sundae? All three of them REFUSED to accept my VALID U.S. PASSPORT as ID. Like… what? Did y’all skip orientation? Basic fact: a U.S. passport is one of the most official IDs you can present. If they don't know that, maybe they shouldn’t be touching anything more advanced than a stapler.

I came in to pick up a simple Xfinity Mobile SIM card, and instead I walked right out—after telling them, very clearly, what an absolute joke this whole thing was.

Xfinity, do better. Because this crew? Needs retraining, supervision, and probably a reality check. And don’t even try to play dumb—check the security footage from July 4th at 12:09 PM. The embarrassment is on camera.

This store is a hot mess express and right now, XFINITY brand is riding it straight...