Order date 5/13 for service to be installed at our new house on day of move-in 5/24. We were quoted over the phone when we called Comcast that activation would be one time fee of $29.95; one dvr unit is $8.95 per month; each additional tv would be $5.00 per month. The phone modem would be $3.00 per month. This is what we were quoted with the advertised 'triple play' that also advertised 'no hidden fees'.
We ordered for the living room tv to have DVR, and the two additional tvs to have standard service boxes. We also filled out rebate forms for all three services cash back totaling $200.00. These rebate forms were instructed to be sent within 60 days of installation and were to include paper copies of the first bill. We attempted on numerous occasions via telephone and internet 'live' chat to obtain the first bill so we could send for the rebate. The 'live chat' service said the system was down.
I called on the phone and was told that the bill would be 'coming soon'. 35 days after installation, on June 27th we received a bill in the amount of $539.20! They added additional fees of over $142 for 'new connect fee' ($45.95), 'HSD Install' ($99.99). I called them and disputed the bill. I was told that they would 'submit' to a supervisor, but that we owe 'about $184' and as long as we sent that everything should be adjusted accordingly.
I sent them $200.00 and I requested that I be called before the end of the week because we are on a tight budget in these economic times and I needed to know exactly how much we owe.in the meantime we filed for the rebates. No response from that yet... We sent that last week and according to the website there is as of yet no record. Then, yesterday 7/25/08.. We receive a bill for $482.79!
This was AFTER we paid the $200.00. I got back on the phone with Comcast, and after being directed through three people, including getting directed to a voice mail that did not even identify whose voice mail it was, I finally spoke to a supervisor. After negotiating, I was able to have the bill reduced by $145.94. So now, we have a balance of $346.85. This will take us to August 23. Now, doing the math... The advertised 'triple play bundle with no hidden fees' has so far cost us... 1) $546.85 for the time period of May 24th to August 24.2) Time on the phone and getting cut-off... One representative indicated that I could take the equipment to the Comcast outlet and still owe the money.
My calculations is that we are not paying the $99 a month, but even after getting credited it appears that if we average it out we are paying $182.28 a month... including the DVR ($8.95) and the additional receivers (five bucks each = $10.00). The phone modem ($3.00 monthly). So, I guess we resolved most of this this morning on the phone unless I was deceived again... Live and learn buyer beware. I will find out on the next billing cycle I guess if what they say and what they print on the bill is the same.
Sad thing is that we live in a very limited area where there are few options. The other shame is that we get half the channels that we used to get for less money (through ATT uverse which is not available in this area), and the channel line-up reception is poor. I hope the elderly couple down the street where I saw the Comcast installer the other day isn't getting ripped off by this company. I have a good history with Direct TV and ATT Uverse.
I have never had this problem before with either of those companies. I see there have been a number of complaints against COMCAST. Anyone actually doing anything about this? They told me that it is general practice for them to send a bill for two months for new customers and they apologized verbally over the phone for not letting me know how much they were ready to bill us. One rep said they have a policy that lets customers know EXACTLY in advance how much their first bill will be. If we had known that amount, we sure would not have signed up for this service. What a rip-off.
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