Termination / Contract Issue

Good Afternoon,

I am writing you as we are looking to have our contract ended and being hit with an early termination fee of over $1,000. The issue with this is outlined below.

When I began to inquire about service with Comcast for my small business, I placed a request for a quote online and was contacted by a sales person. (Email attached). Upon receiving the quote I decided that we would need internet and phone. He sent over documents for signature which indicated a 3 year contract. Until this point there wasn’t a mention of a contract length. I pushed back with the following quoted from the email “I see that the terms are 36 months (3 years). Are there any shorter terms or is there a early termination fee? I have  a 1 year lease at the current location and will not know until the end of the lease if I would be renewing or changing locations. Ideally I'd be looking for a 1 year to MAYBE a 2 year as we are still a small and new business. “ Given the fact that I only had a 1 year lease and still a small start up business I didn’t know if I would even be around for a 3 year lease. He replied with “Yes, we can revise it for a two year term if that would work better for you at the same monthly deal.” Given this response and the fact that I specifically asked for a 1 year contract it placed me under the impression that a 1 year contract was not an option for business service. After receiving another email within 2 hours of his previous I acknowledged his response and told him to send the 2 year (again under the impression there was no 1 year available as I wasn’t advised to one when I asked). Then after getting the revised paperwork I still took a little time to review and consider the fees (as they are a good bit higher than my residential service for less options). He then followed up approx. a week later to inquire if I am able to sign the documents. At the time it came across as a pressuring situation to have the paperwork signed. In the meantime of executing the documents the sales rep changed. The attached email string titled “Comcast Business (Installation 5/15 Between 9-11am” documents this as well as my issues I had early on even getting a Comcast tech out to complete the install. I lost time at my employer at the time to sit there waiting for nobody to show and incurred addition fees for having to cancel other appts due to the service not being installed. I was assured via phone that I would have a credit applied to my account for the missed apt which also never happened.

Nowhere was I supplied with terms for a 1 year contract, nor even mentioned that a one year contract was an option. I never received any “non promo” pricing info which would indicate what the price would be if a 2-3 year contract wasn’t signed.

Fast forward to today when I called to cancel my service as we have moved locations due to the lease being up. This is where I found out while on the phone with the disconnection dept that there was in fact a one year option that I wasn’t advised of. They stated that with a one year option that you do not get “promo” pricing and you would have to pay for install. If this was presented to me in the beginning, I would have defiantly went this route as the promotional pricing was only roughly $20 less. Since I wasn’t advised of any one year options even after asking and was never presented with pricing for a one year term, I had to sign the 2 year agreement if I wanted the service. (that was my assumption based on my questions and the sales rep answers as documented in the attached emails).

We have been a long time Comcast residential customer (roughly 20 years). This whole situation has since left a bad taste in our mouth and now considering cancelling our residential service as well.

**If a member from Comcast would like a copy of these emails referanced in the post I can email the. I originally emailed the "We Can Help" email with all the emails attached and received an auto response that the email box is no longer in use.