In and out with no problems. No pressure to purchase bundles when I only wanted internet, answered any questions I had. These other people need to stop rating the location lower because of the company itself. Will return again. Thanks so much guys. read more

I hate that I have to give even one star just to leave a review. I called today to find out why im only getting 25% of the internet speed I'm paying for. I was told that's all that's available in my area but in the same breath he says for more money I can get faster speed. I asked him if there's a faster speed available for more money why cant I get more of the speed I'm paying for. His response was silence. I switched providers. Also I am getting faster speed for less money guaranteed. Ill go to dial up before I ever use this unbelievably disappointing service again. read more

I wish I could give this no stars! I've never had such poor service in my life. My boyfriend and I had just moved into a new condo, and we couldn't get dish where we were living so Comcast was our next choice. We set up an appointment (which was EXTREMELY hard to get on a day one of us was off of work) and they NEVER SHOWED UP. The woman on the phone told us whoever took our call never put the appointment in. She decided to send us the boxes to do it ourselves which came fast, but when we got them they were all the wrong kind!!! Being that it has been 2 weeks with no cable we take the boxes back to the store and they basically beg us to stay with them. So yet again we make another appointment and they don't show up AGAIN. We had some choice words for them. So we went with AT&T which is sooooo much better! Comcast sucks will never deal with that again. read more

Absolutely the worst customer service ever - I have had the internet service for a few years and it has been good ( I have had no need to deal with them ) - I decided to go for the bundle deal and add voice/tv - it all started when the first sub showed up ..... I already had service and all the cables are labeled but this guy couldn't get anything working so throughout afternoon 3 other sub's showed up replacing equipment etc and by the evening internet and seemed to work and I had dialtone (but no features) - as they leave I'm handed a receipt with the names/numbers of 2 managers - call them is there are any issues. The next morning 2 of the TV's weren't working so I left 2 messages for the managers - no call back. Several calls over the next few days to address phone issues and to get someone back to fix the TV's - 3 days later an actual Comcast tech shows up - says they didn't install it correctly and installed a filter which fix the TV's - he also replaced my cable modem as they should have used the one (of 3) they installed 3 day earlier. Everything seemed to be working ok at this point - a few more calls to get phone issues worked out. While viewing my bill I noticed they had billed me $70.00 for the second tech - huh ? to fix their problem. I called customer service again , explained the issue and the guy wanted to negotiate with me - I 'll split it with you ? really ? I said no and finally after putting me on hold several times he says ok we will credit you the $70.00 and said fine please send me confirmation and he said no Comcast doesn't allow for that - again , really ? I decided to go to the Santa Rosa store just in case there was a language barrier with the people at the 800 number. Wrong ... the cared even less at the store - the woman shrug her shoulders and said that's the Comcast way - I asked to see a manager - she goes in the back for a bit , and then tells me the manager is on her break I'll have to wait 30 minutes. Unbelievable ! read more

Another overprice monopoly. I especially dislike the customer service reps that lie directly to your face at the store. The customer service / sales rep that you get when you call are tolerable only in that they lie to upsell you and not directly to your face. Warning if you have high definition television it may take a couple days for someone to get on location switch your cable from primitive old analog to the newer HD band. All that said their service is solid when its up and running and we have no other choice'$ read more

This is one of the worst service providers I've ever experienced. They have a firewall in front of finding the phone contact for this office. So you have to physically go there to get anything done. I turned in my equipment in the drop box and it was never credited and now they say I never turned it in and the issue have gone to collection service. On their phone system you are either routed to a inefficient phone system or to an Indian rep who couldn't tell me the phone number of the santa rosa store. I want to scream. The phone system is good at trying to advertise to me while I try to navigate it. The upper management of this company must be very deranged, careless and overpaid. read more

Comcast you are crap do not waste your time. Their prices are to high and rude as hell. Do not waste your time going there unless you like waiting 4hrs. read more

I just signed up for Comcast internet 2 weeks ago and have been having problems with my internet a couple days after it was set up. I called and after I spoke to a second person they told me my modem was recalled and recalled them all May 11. I signed up for my Internet the 25th, but it did not get installed for a few days after that. I was a bit annoyed, but what can I do? I went into the store a little after 9 am and left my sleeping baby in the car. I was able to run in and out in under 5 minutes and the lady at the front desk was very sweet and I had no problems. I was dreading going into the store for fear I would not be able to deal out this modem without problems. That was not the case. There were enough people in the store to help many people, it was just what I needed for my crazy Friday morning, fast service with a smile! read more

I am in an area that Sonic.net and AT&T do not service so I am grateful to have any service at all. That said, I am at the point of canceling service altogether given the deceptive business practices of Comcast. I was aware of the issues mentioned in the Yelp reviews when I signed up but they just caught me off guard with a bait and switch. I am a cheapo and only desired the $29.99 internet-only package because that's all I want and that's the most I want to spend. I was told at sign up that after 6 months I could just call and switch to a comparable package. Well, here I am 6 months later and the best package available to me is $50/mo and I have to upgrade to cable. I do not want cable, I told the customer service agent. I assented to the $50 package for the sake of maintaining internet while I consider my other options. I was told someone would come to install the cable in a week. I once again said I do not want cable. I was told that I am signing up for cable so they will come punch a hole in my house and install a cable box anyway since this is part of the service. No other option. I also am told that future changes in pricing are "unknown" to the agents. In other words, my pricing and features will continue to go from Premium to Blast to MegaBlast to JumboJet and I will never again be given a pricing option near what I signed up for at the beginning or be able to keep the same plan for the very little bit of internet connection I want. Eek! Methinks not. SONIC.NET --- PLEASE BROADEN COVERAGE IN SANTA ROSA! People with a choice between Comcast and other options, avoid Comcast! read more

At the recommendation from my Comcast technician who came out to test my Internet strength I went into the store to buy an extender. I was not greeted I waited in a line that I wasn't even sure if it was the correct line because nobody was talking to anyone finally was able to check in. Gave them in my name and stood awkwardly in a corner. I watched employees fight with each other the most unprofessional space. After about 30 minutes I finally went up to ask how much longer I can expect to wait at which point I was told they were still nine people ahead of me. None of this information was given when I initially checked in I never would've waited. The staff was unprofessional. And unhelpful read more

So the office moved to Santa Rosa Ave, and I made the trip over there after their phone agent was pushy pushy PUSHY with selling me stuff I did not want. I finally hung up when he insisted on needing my full SSN (ridiculous!). So I went into the store (more waiting), and then was helped by Susie. She was AWESOME. Knew all her stuff, did not waste my time, and was very respectful. She even gave me some troubleshooting tips for setting up my modem. If you go into the store, it is worth waiting for her to help you for sure. 1 star for phone agent, 5 stars for Susie. read more

Nice people but they are grossly understaffed and wait times are very long

I love xfinity. Best internet service by far! We have the smallest package but it works perfectly fine. As someone who used to sell and advertise phone and internet services it's important to keep your cool an not let them sell you anything walking into a internet service store. I also wanted to mention the best time to go in is right when they open. Do not go in in the afternoon, you will be miserable!!!xfinity is not the store you want to be in when it's busy it can be as crazy as at&t. I went in to the store because we tried to have two boxes but one of the boxes didn't end up working out because we didn't have a cable hooked up in the living room of our apartment. The cool thing about my situation was I told the guy that I was just here to drop off my equipment and I didn't have to wait in the long line! I'm so thankful it was a short trip. The service is great to you just have to know how to manage conversations with salespeople. read more

Terrible store. I'm standing here in the store now as I write this review. Very long wait times. Pile of garbage outside the front door. Drop box outside for equipment is broken. 2 people working very slowly and 10 people waiting. Comcast sucks and I hope this store goes under. Comcast has consistently reinforced terrible customer service and this stores experience might be the worst I've had. read more

Hidden cost continue to increase on my bill. I have been waiting here in the Santa Rosa office to return some equipment and ...guess what it's as bad as DMV what is up with that? read more

Visiting the Santa Rosa service center is much like going to the DMV. While the people are knowledgable they move with the speed of a tenured government worker. This is a private business that is not providing even basic customer service. They need more employees and ones who can complete a service in under 20 minutes when there is a room full of people. After two visits in one month I switched to AT&T for internet and phone. Judy Neid read more

Worst customer service I have experienced ever. Why do they have a pay kiosk if it is always out of order 3 months in a row I go to pay my bill and I end up standing for 30 plus minutes. Here's a clue open a line for payment only so we can get in and out in a more timely manor kinda like your infinitely broken kiosk or aka waste of space because it never works it hasn't worked since the airway Dr. store closed. And when I asked the Asian kid with glasses behind the counter when he thought u guys might fix it be says do I look like the kiosk tech I don't know and turned his back to me what a douchebag hence all the bad reviews about customer service were do they get these people from labor ready cuz boy they suck!!!!!!!! read more

Waiting was incredibly frustrating- just to pick up the modem ordered last week!!! BUT Shanelle was GREAT! I would have given one star, and she would get 5, so three is the average. There was a guy Steve, who responded to the call out of Katie. How awkward. He was trying to take a cuts in line. She did an excellent job of handling him courteously and professionally, while in essence saying it wasn't quite his turn. Five stars for Shanelle. read more

This place sucks sucks sucks. Terrible service. Poor communication between their employees. No knowledge or skill. Zero effort to assist. What they say one time will be denied the next time you speak with them. Always passing the blame to someone else. "That's handled by ________ (not us)." read more

I was raised if you don't have anything good to say about someone don't say anything. But this must be told.CUSTOMER SERVICE IS HORRIBLE .Save yourself the headache and let this dog lay...... read more

I had to return an old modem because I got a new one with my new double play package. I walked in, dropped my modem off, and walked out. That was it. Now I can say more than that if you want, but that was pretty much the entire transaction. This location is nice, but difficult to get into if you're driving southbound on Santa Rosa ave. Also the parking isn't that great with such a narrow lot to find space. Either way, I didn't have to waste time there, and service got me on my way so I could do my other errands. read more

I went into the store to get cable hooked up & waited a little while. Carlis helped me. A little problem...the former tenants had moved but hadn't moved their service. Got that taken care of but had to wait over a week to get it installed. Said he was going to take off the installation fees. After numerous texts it was not taken off & to save my credit I went ahead & paid it. I'll be canceling after my contract is up!!! read more

They were quick. Would not let me use their restroom. Which if your a diabetic, you know that's a big deal. Knowledgeable friendly staff.

I received a new DVR and went to return my old DVR. The"greeter" said there was a 5 to 10 minute wait and that 3 people were before me. There were 9 Xfinity employees on the floor and 2 were waiting on people. The "greeter" was on her phone the entire time I was there. After 15 minutes I asked for the manager. She said it was his day off. I asked her why there were so many employees and we wern't being helped and why she wasn't helping. She said what she does is greet and that the others were doing something. All I saw them doing was talking to each other and going back and forth to the coffee room. Finally at about 30 minutes I got helped. Terrible service. I never get angry in a store but today was an exception. If Comcast didn't have me as a captive audience because I have no other choices I would cancel them right now. read more

Recently swiched. Would have been lifelong customer as the service is really not bad and customer service is pretty good, however the game you have to play to get a decent rate finally drove me to the point of switching. For some reason, likley because they count on people not noticing "promo period" ends driving your bill through the roof, the only way to get a competitive price is to call every 6 months or so to get some sort of promotion to reduce your bill. Comcast, bring your "everyday" price down to a reasonable place and stop making your customer waist hours of their life calling in to get the latest promotion! read more

Incompetent service! Picked up our cable box and internet modem at the store and employees failed to include about half of the cords we needed to set it up in our packet. then found out the wi-fi password they had highlighted and told us to use was incorrect. Simple things that should be taken care of easily before we started setting up that were way too much trouble to fix. read more

They don't have a local number because they're so busy helping people face to face! I use to have Dish and DirecTV and they don't have service centers so when I had a problem with a box I had to wait for them to ship me one. I think having these service centers is worth a little extra cost. read more

Comcast of 2012 is like the DMV of 1980. Be prepared to spen all afternoon there for the privledge of dropping off your equipment. I drove 11 miles today to drop off equipment. When I walked in there were 46 PEOPLE waiting with number plus I counted 12 CHILDREN and only five people trying to do customer service. When I asked on of the people how long the line was she said the person who was called said she had been there over an hour. The manager came out briefly from closed door then quickly hid. The employees at the counter were like cattle at the slaughter. I left with my equipment in hand still. COMCAST of 2012 IS THE DMV of 1980! 3242 Airway Dr, Santa Rosa, CA 95403 (800) 945-2288 read more

I'm so impressed!! awesome customer service which is shocking considering how awful my first experience a couple years ago was. the only reason I'm giving them 4stars is due to my prior dealings with the crew that was working at airway drive. I've gone without cable for over 4 years just to avoid that place and those horrible women that worked in there. if it wasn't for my love of walking dead I wouldnt have bothered this time either. glad I gave them another try. would highly recommend giving them a second chance if you're tired of satellite company issues. read more

I only get internet through Comcast. Had a number of negative experiences in the past. They've clearly revamped. I was in and out in 10 minutes on a busy day after a holiday weekend. Hard to complain about that. read more

Ok I had to go to their new branch off Santa Rosa avenue to pick up a new box yesterday and the guy that helped us was very nice. The wait was a little longer but it's ok because they updated their store and there is a lot to see while you wait. The new location is a lot cleaner and nicer. However since there are other stores in the area the parking is very limited. The only reason I didn't give them a perfect star rating is because comcast itself isn't as great. If you have any questions and concerns it takes forever to get to a customer service representative. And most of the time I have a difficult time understanding the person on the other line. I am not complaining about their service though because every time I've called in the representative have been very nice and has great customer service but it's the wait time that really bothers me. One time I literally waited for 45 minutes to get through. But besides that the guy that helped us at the local office was very nice and patient. read more

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Garbage service, numerous friends said not to use Comcast and now I know why. The store employees have no idea what they're talking about in relation to billing and finances. Completely unhelpful and continue to say "call back office". read more

I forgot the gentlemans name. He was at #3. He had alot of patience and was very helpful. Very fast and kind. Thanks guy at number 3!!!

I'm giving it 2 stars only because I ended up getting what I wanted but not after I was laughed at and treated very rudely by Roxanna I think her name was but really rude. I'm not a comcast employee and don't understand how the math and bills work with you guys sorry for being so confused you laugh at me.. and then the way you talk like you never had a mother to properly speak to a human being.. then you kept getting higher like if I kept getting more upset you'd turn it into a argument no problem.. no customer service I get better customer service at convenient stores.. and to think I went in so I didn't have to deal with the horrible customer service on the phone.. read more

Their internet service is awful.. constantly disconnecting and slowing down. The router they gave us is clearly refurbished, although they claimed it was new. Connecting to the internet REQUIRES setting up wifi, even tho we don't use wifi. Worst of all, they recently raised their monthly price and added a monthly download limit. read more

We recently moved. The online experience in setting up the installation went seamless. I was told to bring all our old equipment to the new house. We disconnected everything and put all the equipment and cords, some were ours, some provided by Xfinity from our last move, into a box. Juan the service tech was wonderful. He set us up and got everything running. Instead of drilling holes and running wires, he set up two rooms wireless, so there was no need for some of the cords. After they left, we noticed our box with the cords was missing. After settling in and moving things around to their desired location, we needed the cords that were inadvertently taken. They hooked up two tvs with 6ft HDMI cords and we needed 8-12 ft cords. No problem methinks, in the past a trip to the their local store, even with a wait, was telling them what I needed and they would pull the cords from the back and give them to me. I went into the store and was greeted immediately. All's good do far. The snotty little sales guy insinuates I'm lying about the cords and the techs taking them. Not good. He then disappears into the back and comes out to tell me they only have 6ft cords in the back, but have 8 ft cords for sale. When I reminded him it was their fault, he insinuates it was really my fault for not keeping the cords. I told him I didn't like his attitude and asked to speak to a manager. Snotty sales guy disappears into the back. Another guy walks up and thinking he's the manager, I say I didn't appreciate the first guys attitude, to which he replies "We're not your punching bag" and walks into the back. A few minutes later, the manager comes out. I explain the issue as to why I was there, and the snotty, disrespectful encounter I had with the first guy. He says they only have 6 ft HDMI cords to give out, but has 8 ft cords for sale. He then tells me I need to call the tech who came out to set up another appointment to get longer cords, as the techs are the only ones with longer cords. I ask him if he would just set up the appointment for me since I was there. He replied they would have to charge us $75 for that service, to which we found out later that was a total lie. He then reminded me again they had 8 ft cords for sale. It was then I just turned and walked out. I was parked right outside their double doors which were propped open. The greeter and one sales guy were hanging out. Before I left, the first snotty guy came up, saw me, told the other two something, and all three turned, looked at me and started to laugh. Never had I been treated so poorly in person in a business. What struck me was the whole time I was there no one went to a computer and pulled up my account to verify any information. If they did, they would have seen I have been a longtime customer, and pay over $250 month to them for services. I am 61 yrs old and an attorney with an undergrad degree in business. This store is full of lazy employees. How employees interact with customers is a direct reflection on the management. As easy as it is to switch to other providers, I would think our local store would provide better training and management. Horrible way to run an in person business. The customer support people on the phone have been wonderfully understanding, but here I am a week later with no resolution to this simple issue. Wholesale, the 4 missing cords would cost them no more than $15-20. These local bozos are willing to risk losing over $3,000 a year from a longtime customer over a onetime replacement $20 worth of cords. This is far from over. Just wanted to share my experience. Buyer beware. read more

They no longer have the ticket machine when you enter, so there is no waiting in line anymore! The foot traffic is very low now, so you're in and out in no time! I loved it. read more

Thanks Ismir for your excellent customer service. I had a problem with Comcast and you totally fixed the issue and even helped get my money refunded to my account. If anyone needs comcast and are skeptical like I was, go to this guy. He will help you in a personal level and do things you didn't know we're possible with a big corporation. read more

I went to this store last week because I had many question about their home security system and they where able to answer all my questions in a very professional manner . That was new for me because I lived on the east coast and every time I visited the cable company ( brighthouse) they never tried to help me with things like lowering my bills or answering the exact question I was asking them a lot of evasive sentences you know the deal . Many thanks to Ismir and Bineeisha for the help , Im now happy with my new Xfinity home security system. Awesome product I recommend it to all read more

I wish I could give negitive points. I moved and there is no Uverse here. So I had to go sat or cable. So I thought I would try Comcast AGAIN. Big mistake. Gut shows up to do install. Which was another joke. He leaves and I find Cables not long enough and remote not working. So call comcast and reach Mexico. Set up a appt for the next day between 4 and 6 pm. 6PM comes no guy. Spend a hour on the phone to find out appt has been completed! No one showed up. The next appt is two days away to fix something that should have been done right the first time. Please Uverse get to my area I NEED YOU. O and the HD is a joke. Not nearly enough covage! read more