Xfinity is scamming us and dragging their feet at resolving the problem they created. Sharing my story below to the news channel and others. Hello NBC Bay Area, Last year, my husband and I changed wireless phone providers and joined XFINITY's cell network. We signed up for 2 phone lines, each costing $30. We just noticed, on our bill, that we have been over-charged since we signed up; XFINITY has been charging us as recently as this month, for 3 phone lines. We have evidence that shows that the third line, which has a very strange number to begin with, was never used, not once. We have a handful of very lengthy calls with XFINITY where we went over, time and time again, with different agents, the issue with no resolution. The first time we called, we were told we would see the refund of $510 on September 16,2024. Absolutely nothing in our account. We had to call XFINITY again, and the second time, were told they couldn't do anything about these charges (this is stealing) because we waited so long to tell them about this issue! (We just found out about being overcharged, by the way!). We escalated the call to their manager, who then said they do owe us money. Why are the stories different from one person to the next? We are now told that by the end of the month (end of September, 2024) we will see the money refunded. I have ZERO confidence in XFINITY and what they say. One can very easily see how we have had money stolen from us from this huge company, with little to no remorse on their end. They would prefer to keep the money, and instead of refunding it as they should in a timely manner, give us false hope with ambiguous dates where we should see the money back in our account. They are dragging their feet, and it is at the expense of us. What they do to consumers is so wrong; it would be malpractice in the medical field. I appreciate any help you can provide. They are shady and corrupt with no apparent SOPs. Thank you. read more

Unbelievably awful customer service. Absolute bureaucratic hell. I tried to cancel my service when I moved, and the agent convinced me to continue my service by lying to me that there were cables already at my new apartment. When I tried to activate, it turned out it wasn't true. I tried to cancel multiple times, and was assured multiple times that my account had been cancelled but I kept getting bills. I still have not managed to get this resolved. read more

Do yourself a favor and MAKE AN APPOINTMENT! This place is super busy and you'll be waiting forever. Literally I was here on Wed during lunch and there was like 20 people in the store. Luckily I got called within 20-30 min but it ate into my whole lunch hour. I was only dropping off my old cable box and I still had to wait. Service was ok. The guy seemed a bit stoic and not very friendly, especially for customer service. Also be careful when you park in the lot because I've seen some car break-ins in that shopping center! read more

SHAME ON YOU COMCAST! Before my 2-year contract expired, I came to you in your physical store 2 times (who only wanted to sell me more), and called 2 times (both times to a person I could barely understand), just as you told me 2 years ago, assuring me at the time that I could re-up to a new deal. No help at all lowering the cost or keeping me as a customer. In fact, some of you were rude and condescending. Then after my 2-year contract expired, I came to you again 1 time in your physical store, and 1 time by phone, and 1 time by text-chat. Again, same result, and no help at lowering the cost or keeping me as a customer. None. That's 7 times I contacted you and wasted my time. Oh, did I mention the endless voicemail maze and loud annoying music while "put on hold" that is designed to make customers angry and give up? If you even considered lowering the price by a little I would have stayed with Comcast. But you weren't interested in keeping a customer you've had since 1989. I finally cancel my service and return your equipment, and now finally, I get phone calls and a flurry of emails wanting to "talk to me" to help keep me connected? Seriously? SHAME ON YOU COMCAST! Good riddance! read more

Cameron Allison is so rude! Canceling my service when I'll I want was an upgrade, new phone, and Apple Watch. Going to T-Mobile!

Omggggggg so slowwwwwwwww and then you watch employees walking around and fraternizing but not helping people...sheesh grrrr read more

Xfinity - People wasting our time - Television Service Providers Near Me - Concord, California

Store manager was very rude. Wait an hour just for pick up order. At least 5 people wait for more than 30 mins just to return something. They need help here Xfinity. Ridiculous! read more

If I can give 0 stars I would! Came in trying to pay my bill, instead all of the representatives were not interested in helping. They each took turn dancing around with telling me who to talk to next help me which was a wasted time of 30 minutes!!!! I'm pretty sure if I told them I'm interested in buying, their attitude would have changed, instead they brush me off not caring to help. I wish they can be competent with their people skills and professionalism. read more

It is ridiculous that you have to wait with everyone else to return a piece of their equipment. There should be one station for returned equipments. I literally waited 25 minutes just to return one box. NOT GOOD CUSTOMER SERVICE!!!! read more

This review is for Ivan - nice and easy drop off and made sure my account was credited.

I think the services are actually good. I have a HUGE issue with the beyond ridiculous phone tree, text and chat support . I have had absolutely horrible experiences with their support. Their chat is moderately helpful but if you need to change something in your account ie removing say Netflix they send you a text to review but then tada they just want you to adjust your cookies and you can never change anything to your account. I am very likely changing providers. The support is so ridiculous. read more

I logged onto Xfinity because my equipment has been failing. On logging in I got a message that i'm eligible for a free upgrade. Perfect timing. I went in to ATTEMPT to upgrade my equipment but it kept showing an increase to cost (what happened to "free" upgrade). I deselected one item and it then showed that I was cancelling my 2nd box. I jumped into chat and spent 25 minutes having an exchange with Ashley, a "live advisor". She told me I could use my box to upgrade. I explained that the box isn't working. SHe told me I could use the online system - I explained that I was trying to and it was not working as expected, hence, my inquiry to the chat feature. SHe left me hanging for long periods of time with no interaction and in the end offered nothing of value. Seems the chat people should be able to explain how to upgrade equipment pretty easily. I dreaded having to deal with this today because it's typical of my prior experiences with Xfinity. UGH! read more

HORRIFIC EXPERIENCE! Run for the hills and be smart. Utilize Sonic instead. I'm a 13+ year customer and every moment with comcast has been horrific. I was happy for maybe a year or 2 before their reps screwed up my grandfathered plan and told me there was nothing they could do to fix it. this happened 3-4 times over the 13 years resulting in my bill going from $70 to $330 and up each month JUST FOR INTERNET AND CABLE. These people are crooks and meter your internet speeds after a few months. Then to make matters worse, when I ended the relationship I asked for all of my purchases to be downloaded to an external drive as is allowed. Sure enough they said they can't do this but that I could continue to access my purchases via Xfinity Stream for free. Well, only half of my purchases exist in the streaming platform, and they had purposely OR negligently screwed up my existing contract in order to squeeze additional dollars out of me. I made it clear that I wanted refunds for my lost purchases and these a**holes sent me to collections for $62.00. I've repeatedly told them not to contact me as this is harassment (which they can be fined $50k for each outreach attempt as a result) and they continue to have random call centers from the Middle East harass me without cause. I just got off the phone with the collector and made it clear that I'm reporting them for multiple instances of harassment and that I don't recognize that debt as Comcast owes me money. WORST PROVIDER EVER. Make the smart choice and switch to Sonic where life is good and these crooks can't get you. read more

I came here because the Xfinity customer service by phone is so abysmal. Absolutely the worst! This part of the company is terrific with really good qualified people working here. read more

Yes, you have to WAIT. Even if you're just dropping off equipment. The employees prioritize based on who shows up first, not who has the quickest check-out. There are a good amount of employees but there are also a good number of customers so there's going to be a line. Don't be a Karen and complain - let the staff do its job. Try to come when the store first opens or when you have time to wait. Work around this issue instead of complaining. During my first visit, I got equipment within a minute and left. In subsequent visits, I waited 7-10 minutes just to return equipment. Not ideal but it was doable. I wish there were one employee who just processed returns because it does make sense that dropping off devices doesn't require much from either party. But there are rules. Oscar, the manager, is incredibly polite and efficient. I give him props for keeping his cool when a Karen came in wanting to skip the line because she had kids in the car. read more

William was our technician and he was professional and so, so knowledgeable! He explained everything he was doing and made sure we were up and running before he left! read more

I have had Xfinity service for TV, Internet and land line since September 2021. I liked the service in the beginning, but over time noticed the cost kept increasing and the service kept degrading. I'd call periodically to tell them I needed a less expensive plan. Their answer was always to give me a promotional price that would be good for a year. At the end of the promotional period the price would increase significantly. Eventually, they didn't have any promotions to offer to lower the cost and Jessica, in their customer retention department, told me my current plan, TV Premier Triple Play, at $251/month, was "the best price possible" and she said I was in a grandfathered plan. She said other people would be paying more than I was. So, I decided to look elsewhere. I went in to the Concord Xfinity store and spoke with Alejandro. I asked him how much Xfinity internet alone would cost. He told me $100/month. 2 weeks later I brought in the cable boxes and canceled my triple play plan. At that time I was told internet would cost $130/month. I had to agree to a lesser internet speed to keep the price around $100. But then I noticed the monthly cost for their modem/router, which had been $15/month increased to $25/month. None of that had been disclosed when I asked about the cost for just internet without the triple play package. So basically, I've had nothing but frustration from Xfinity and in my opinion they are taking advantage of customers and steadily increasing the cost while providing less service. I could go on, but why? Now I have YouTube TV for $73/month and am going to purchase my own modem/router, return Xfinity's and get rid of that $25/month charge. I am using a Fire-stick and am much happier without Xfinity. I encourage anyone contemplating "cutting the cable cord" to do it. There are much better options out there. read more

the staff who help me return the gadget is awesome bec when he saw me waiting for a while w a sick right leg,. thank you ! when I left the store I ask if any tone paid bec I returned it 2 days before they could billed me so I have no morepayment to think of. Now 2 months after I saw this mail that I am billed for $44 something for what? o can't believe after paying $70 plus a month for one person user who hardly at home working 2 jobs, will bill me more??? and your operator at phone tepsentative is soft spoken n seems nice but NO Compassion at all for us client being w you for 3 to 4 years. Wow Xfinity you treat us like we are rich n can afford then give a 20$ a month for new client? So bad ! read more

Absolutely horrible experience. 1. Eric is triaging customers at the front and it is apparent they are limited on inventory which totally makes sense right after Christmas. What doesn't make sense however, is letting the customer know this after they've waited for over an hour. I mentioned the feedback that since he already asks what you need help with, when someone is upgrading it may be good to ask what phone they want. This way if it is out of stock the customer has the option to go home and do it all online via mail vs waiting to leave empty handed anyways. This also helps operations because of several customers waits are eliminated via front loading they have less people waiting. Additionally, preventing a wait for nothing means no conversation with a frustrated customer who was allowed to wait for nothing. 2. He had me come back the following morning because there was more coming in of the the phone I wanted which I appreciated. Another drive 30 mins each way. I was there first thing prior to opening only to be told the phone (which was a Christmas gift my mother in law did not like) was beyond 14 days since it was shipped to us. I explained that it had only been opened the day prior and he basically said there was nothing that can be done. I mentioned every retailer had a policy extending until after the new year to ensure customer satisfaction only to have it be shrugged off. 3. I was advised to call and speak to "tier 3" customer service. After getting a call back 3 hours later (quoted 28 mins at first) I am told I was with tier 2 and nothing could be done. I asked to be pointed in the right direction and am told online chat. I don't understand the utter lack of care for customer experience. I offered to pay a restocking fee and have been given the runaround. Reps on the phone have asked what I needed help with (after over an hour on hold) only to toss me back into the queue once i answered. Reps hung up and now I am being told that I can do an "unsolicited return" basically send it back in the mail and they will give me a refund. But no shipping label can be provided because I am outside of the 14 day return window. Literally as I mentioned never a more frustrating experience with a business in my life. The icing on the cake was me conceding to attempt to trade the phone in and "upgrade" the 600$ phone that is still brand new in the box would fetch 25$ in credit towards a new phone. As I type this I was hung up on by another rep who said they were in the process of coming up with a solution. Xfinity- I googled you and it shows you were rated the WORST COMPANY IN AMERICA. You lobby to create a monopoly but one of these days a major company like Amazon is going to roll out customer centric internet and it is going to be very difficult to scramble and retain marketshare from disgruntled customers. read more

Worst company. So expensive for what you get and now they aren't even going to have the big 10 network?! With so many other options of ways to watch tv it's amazing they are even in business read more

Give this man a raise! Great service! Steve Curry helped us get a great deal in our installation service. He took the time to get discounts and deals for us. This man showed me that good costumer service still exists. read more

Please if your looking for a cable internet service don't use Xfinity. I was a customer for 7 1/2 years and it was a bad experience all around. There internet sucks, customer service is horrible and cable is subpar. They are overpriced and when you call customer service the representative don't know what there doing, they tell you things that are correct and you have no way to verify. Keep looking and pick a different service at all costs! read more

Be prepared to receive poor customer service and a long wait time. While I was waiting almost one hour on a weekday to be helped, one of the Xfinity representatives took a customer ahead of those who were already waiting. Xfinity itself is already terrible enough, but if you want to experience their terrible service in person, the Concord location will surely deliver. read more

Was closing a business account and returning some equipment. The young man helping was much more proficient at closing all loose ends. More then the service representative at the cell center. If and when I do use Xfinity again I will come to this location. They just have more knowledge of what needs to be done. I'd recommend him but I didn't catch his name. I'm sure everyone here is just as knowledgeable. They're all super nice here as well. read more

I went to the Comcast Concord location due to their customer service recommendation as the next step to activate an old phone of mine. I had the pleasure of working with a 16 year experienced employee, Tatiana at the Concord location. Tatiana's 16 year experience delivered the following during my 5 minute interaction, with no resolution. 1. Mind reading ability: 16 years of experience provides Tatiana with mind reading ability where she does not have to listen to your sentence the entire way. Therefore, you will be cut off multiple times. I mean, who cares why you are there! Who cares if xfinity customer service advised you to go to the store. Tatiana will sum it all up for you without you even hearing you out. 2. Get to know Tatiana session: within 5 minutes Tatiana reassured me about her years of service and that "I know how to do my job" speech . I mean as a customer we don't need to know how to resolve the issue, we just need to know how many years someone has worked there and all our issues will be resolved. 3. Above and beyond PHYSICAL service: are you a customer that asked "what's the next step to resolve this issue?"? No problem, Tatiana has the right to physically throw you a SIM card at you, that she supposedly cannot provide you from the beginning. 4. Family is welcomed and treated the same: Tatiana made sure that my child was a witness to her adult tantrum and to witness her professional behavior. I mean, I guess we all have to teach kids that we can "lose it" at work sometimes. It also gives the opportunity to a parent to answer their kids question "why is she being so mean?" And "mom, what just happened?" 5. Above and beyond communication: Not pleased with PHYSICAL customer service, so you look for assistance from someone else? No problem! Tatiana will follow you. She will come up to the person that is trying to clean up her mess and will summarize her point of view in seconds (even when asked to leave by the customer). She will also deny throwing a SIM card at you, even though you are holding it in your hand and have witnesses. In summary: Uh-uhtatiana - see anyone else but Tatiana. It is obvious that the customer service and the store are not on the same page. It's obvious that I got instructed incorrectly from the customer service helpline. But, I went to the store as I was advised by their corporate customer service line. Tatiana's choice of behavior should not have to be encountered by anyone. Her behavior, choice of worlds, and physical actions creates a hostile environment. Also, more work for her team to clean up. Big props to the gentleman with the salt and pepper beard that tried to assist. Thank you for advising me on the next steps on how to resolve the issue. Sir, I just hope you don't have to keep cleaning up after Tatiana actions. God bless you. To the manager: Why is she working there? That many years and that kind of behavior, and still providing customer service? It doesn't matter if she knows the answer, it matters how she delivers it and treats people. Customers pay your paychecks! Hire people that help them out. Time to get rid of toxic environment. You have good team members that can create a good environment for customers and yourself. Make it happen. #uh-uhtatiana read more

I'll just toss this bad review onto the pile they have here. No reason to make me wait 20+ minutes just to drop off equipment. Your staff here have terrible customer service and ive got better things to do than wait for an available associate to drop off equipment. Your duopoly with At&t ought to be criminal because it encourages the terrible practices and customer service. read more

I will be changing back to my previous carrier, the customer service is so awful with Xfinity I was in tears from the experience, all I wanted to do is talk with a Person from Comcast but couldn't get to them. I am not a person who understands the internet lingo, not everyone is. Good bye Xfinity read more

This manager came off instantly not wanting to help me & RUDE, all I wanted to do was connect my new phone that replaced the stolen one and this guy hid behind policy to not even wanna try to help........where's the human element Comcast, very very poor and sad to handle along customer like me so I'm getting rid of all of you're servicesafterthis visit today read more

I'm not going to bash the workers because they're doing the best they can, but xfinity in general is the most deceptive/shady business of all time. I called in trying to bring my bill down ($180/month) they said they could, but then I lost both tv boxes and sports channels. Then I call back to bring them back, and my bill goes up $20/month. Then a month later my bill goes up another $20/month. They're full of hidden fees, and other shady practices. I would not recommend them to my worst enemy. Is it too much to ask to pick the channels you want and internet speed you want and be locked in at a reasonable rate? Yes, for xfinity that is too difficult. I'm planning on leaving and either joining directv or a streaming service. read more

Set up an appt to return my equipment at 3:45pm. Went to the store a few minutes earlier and waited. A guy walks in about 4:00pm with no appt and says he wants to return his equipment as well...he didn't know why he had to wait. As I am waiting, guess what? He get helped first!! What was the point making an appointment? I was furious. When I was finally called, I told the guy my issue and understood my frustration. I guess the greeter should have asked what was reservation for as returns equipment are supposingly helped faster? I dunno as she was useless just standing there and not really helpful. If you make a reservation, check in with the greeter and tell them what you are there for. I will try to avoid coming I to the store if all possible. read more

All I want to do is exchange a remote. I've been waiting for a 45 minutes. Gave up told me it would probably be another 45 minutes. How about telling customers upfront how long of a wait. If I was younger I would just go to streaming. I can understand people making decisions on packages but exchanging a remote should be a simple. read more

Xfinity promises service, puts you in a contract, gives no service, fines you if you want to get out!

I thought Xfinity had the worst online & phone customer service (practically none as they never helped with anything) until I just interacted with the customer rep at this store today. This staff is the worst of all the customer service reps I had ever dealt with for so many years with Xfinity. This reassures me that I made the right decision to cancel all the services with them! read more

Why does Xfinity have THE WORST customer service??? An ongoing issue with so many customers. Just try calling an agent for assistance and get the same tired run around by the robotic voice that constantly reroutes you back to another robotic voice until your head spins. The APP and website are NOT exactly user friendly and route you back to the never ending loop of insanity. The Vallejo store has some employees that are less than friendly and it's like pulling teeth to get what you need. Once they get their "sale" forget any help if you have questions or need assistance with the equipment. Xfinity can take a lesson from T-Mobile, AT&T, and Apple who all provide good customer service and have employees that are actually helpful and friendly. Because of our location, we are stuck with this crappy company. read more

This company and location are total scammers! My senior father returned all equipment and cancelled service months ago and they still continue to bill him and attempt to withdraw money but thankfully his bank is on top of it and aware of this company's antics! I suggest you go to a different company for cable services etc bc COMCAST XFINITY is NOT ethical and does not follow through with their word or their commitments! They charge ridiculous charges including rental fees that others don't! Update: I submitted a formal complaint to BBB with ALL of the details including FULL acct number, names and address to which I received an email response from Shandi with the Comcast Executive Corp Customer Service who even with all the info demanded to my private email that I authenticate myself in order for her to help me and provide me with the findings and resolution. When I told her refer to the complaint with all that info she said she didn't have the full account number to help me yet its all there. How do you have findings and a resolution Shandii if you don't have the full account number? How does the BBB have everything that you say you don't have? I provided authentication info and heard a bunch of untruth regarding why Dad continued to be charged even after ALL equipment had been returned and service cancelled. Keep good records of every interaction with Comcast because they do not! read more

Dioveae is like the Rolce Royce of customer service. He helped me get everything straight and diligently worked with my family. If you go to this store, request him. He knows what he's doing. He even knew I was tired of standing and got a chair... first time someone did that! Wow! He's amazing!!!! Thank you Top G! read more

Stopped in while in the area. Wanted to learn more about the new router/internet box that I keep seeing commercials for. Before I could ask my question good, she responded, "We don't have them in." Ok, so when do you think you may receive a shipment? "I don't know." That's it! She was dry and unhelpful. The interaction that I had previously was great! The person was friendly and even made space for me to answer questions. read more

I cannot tall to a representative! The wait time is long and when I request a call back it does Not work!

Worst company ever. A wait to drop off returned equipment. They won't take it back. But I can drop it off at UPS with no wait. They are so stupid. Will pay UPS but won't make a customer. (Ex customer) happy. And they at 2x ATT. I will never do business with Comcast ever again. Just canceled 4 accounts and can not wait until contracts are up to cancel the rest. read more

Horrible Experience! I would think twice about using Xfinity. I switched over from my phone carrier to Xfinity to incorporate my phone and internet. The gentleman stayed I would be fine when I went to Paris, worst experience. No roaming, no internet. Not easy getting around Paris without it. I would stay away from this company and the Concord store. Worst service ever. They lie and are all in a competition to win prizes, I guess. Read the reviews,they are never good. And BTW, I went back to my phone carrier and I'm so happy. Where did the customer service good, no one is nice here. read more