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Surprise Installation Fee?!?!?

New Poster

Surprise Installation Fee?!?!?

Hi,

 

I just ordered Comcast internet for my house. I spent 2+ hours on the phone with multiple sales representatives, while they finalized the sale. I was suposed to be able to set up the installation myself, but it didn't work correctly, so a specialist was scheduled to install the product. During the 2+ hour conversation there was NO MENTION OF ANY KIND OF FESS ASSOCIATED WITH THE INSTALLATION! I HAVE NOW RECEIVED A BILL FOR A $70 INSTALLATION FEE?!?

 

Based on the conversation with 3 seperate sales representatives, I was being sold a product/service for $34.99 a month. But then after closing the sale, I was then billed for additional fees that were never mentioned during the sale. This is extremely unfair and frusterating. 

 

If someone could reach out to me to discuss the issue, that would be much appreciated.

 

Sincerely,

Brandon

Problem Solver

Re: Surprise Installation Fee?!?!?

Hello Taylor3632,

 

After reviewing your account, I do not see any additional charges for the tech visit due to the failed self installation kit, but for future references, this charge may be valid, to a degree.  There are normally fees associated with installations unless otherwise determined by the promotion you are signing up for.  The self installation kit is an option of the do-it-yourself type of person that can perform the installation on their own merit, by-passing the costs of a technician.  However, in the event that the this self installation is not done successfully because of some factor that is not Comcast's fault, then there is a charge for the failed self installation kit.

 

With regards to your monthly rate, I show your monthly rate to be something much different from what you described. Can you private message me your account number and last four of your social so that I can verify that I am viewing the correct account?  You can send me a private message by clicking my name and the clicking the link label "Private Message Me".  Look forward to hearing from you.
 




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New Poster

Re: Surprise Installation Fee?!?!?

Kevin addressed the topic and helped resolve the issue fairly. Thanks for the support!

New Poster

Re: Surprise Installation Fee?!?!?

Hi Folks,

 

 The same thing happened to me.  I called and complained about it and they reveresed the charges over the phone.  However, that happened in September, and now there is an error in every bill.  Last month, I was billed for some cameras that I do not have.  This month, I have been billed for an additional  modem installation that I do not have.

 

Is there some correlation to recieving a refund from Comcast that is somehow related to the number of errors they will make rechiseling the money back from you?

 

fairyfluffernut2

Problem Solver

Re: Surprise Installation Fee?!?!?

fairyfluffernu2,

 

I apologize for any inconvenience this may have caused you. The credits that are applied only affect your balance due amount. I see that the credit was applied on 10/28/15 and will appear on your next statement. If you have any further questions do not hesitate to reach back out to us.

 

 




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New Poster

Re: Surprise Installation Fee?!?!?

I also got hit with that fee when the self install failed to connect.  After TWO chat sessions, they reversed it but I am STILL waiting for them to remove the late fee they charged when they sent my e-bill to an email address they never even told me existed.  I leanred that they changed my account when I moved and I had no idea there was a new login and email.  Each chat sessiosn is with someone who is poorly trained and has ot pass off the work to someone else and I am told it will get done in 24-48 hours.  I don't know why they never get it done, but I saved the chat sessions so mahybe one day I can shw sopmeone at Comcast how horrible their chat peopel are at getting the problems solved.

 

Now, I was trying a THIRD chat session to get them to fix it, but now even chat won't connect.  From two different computers using two different Internet connections over the course of three days, all chat does is say my chat session will begin shortly.  I have waited hours and it never connects.  Now, I have to call thenm and sit on hold for hours?  NO FREAKING WAY!

Problem Solver

Re: Surprise Installation Fee?!?!?

PuppetRick,

 

I have credited your account for the late fee. The credit will appear on your next billing statement. You may be able to see the credit online within 24-48 hours. If you  have any further questions do not hesitate to reach back out to us.




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New Poster

Re: Surprise Installation Fee?!?!?

In the interest of being fair, I thought it would be appropriate to post again saying that after my forum post (wow, so many typos-sorry, but I was upset and I guess not in the mood to proofread) and some emails, they did finally fix it.

Problem Solver

Re: Surprise Installation Fee?!?!?

PuppetRick,

 

I am pleased to hear that your issue was resolve. If you have any questions in the future do not hesitate to reach back out to us.




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New Poster

Re: Surprise Installation Fee?!?!?

I recently moved apartments down the street. I originally wanted to activate my internet and tv service myself but had an issue where it wouldn't activate so I had to wait  days for a technician come and flip one switch to activate it. 

 

NO WHERE in my agreement does it say I would be billed, and both the rep on the phone and technician told me I would not be charged. 

 

Yet here I am looking at a install fee of 70$, 35 for internet and 35 for tv.

 

Now on the next bill I also mysteriously have a 56$ charge for for an old account, for no apparent reason. Im assuming my 140$ bill from december was for my internet, tv for that part of the month at the old apartment and the 70 in charges. The statement doesn't even explain what this is for

 

My user is xxxxxxxxxxxxxxxxxxx@comcast.net

 

Can someone please help? I have the installation receipt from the tech and there is no mention of a charge.

Problem Solver

Re: Surprise Installation Fee?!?!?

Hello Jphilips35,

 

Your account shows that this issue was resolved via Comcast Chat.  If you have any other questions or concerns, please reach back out to us.




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New Poster

Re: Surprise Installation Fee?!?!?

I too am a new customer with Comcast. I am very disappointed with customer service and the deceptive practices of this company. I requested service with Comcast on September 4th. I chose to purchase my own modem over paying a monthly $10 fee to rent theirs. As I was waiting for my modem to be delivered we had a hurricane and had lost electricity for ten days.  When the electricity had come back on I connected my modem to,the cable and found that I was unable to get  connection. I called Comcast and was told the my area had lost service and would be available until September 22nd. In the mean time I had already received a bill for service that I have yet to use. Customer service tried pinging my modem to see if there was a possibility of getting a connection. When that did not work we scheduled an appointment for a technician to come out on Saturday September 30th. I was told that if the problem was due to outside connection I would not be charged for the visit.

As it turns out the problem WAS with the cable connection from the outside box to my home. The technician replaced the cable and I was able to get connection. 

 

Imagine  my surprise when I received my second bill for service that I have only had for one week showing a $60 professional fee!!  When I called about that charge and being charged twice for service that I had only had for one week, I was told that the fee was essentially because I had my own modem. If I had rented one from Comcast there would not be a fee.  I argued with customer service and most likely a co-worker not the supervisor that I had asked to speak to. After roughly 30 minutes of arguing with customer service and getting no where I hung up. I will certainly report this to BBB for deceptive practices and being charged thus far for two months of service when I have had access to Internet for exactly one week today.

I would cancel service with Comcast  if I knew that I would not  be charged an early termination fee for one weeks worth of service. I will cancel service with Comcast as soon as I can without being charged an ETF.  This is the worst cable/internet company I have ever dealt with.

New Poster

Re: Surprise Installation Fee?!?!?

$60.00 fee which suppose to be no fee