Comcast agrees to disclose fees it charges subscribers for truck rolls
Comcast (Nasdaq: CMCSA) agreed to provide better disclosures about the fees it charges subscribers for repairs in Montgomery County, Md., after the county's Office of Cable and Broadband Services received dozens of complaints from subscribers.
The county said it received 85 complaints from Comcast subscribers between March 2007 and September 2011 about fees in the amounts of $19.95, $29.95 or $39.95 that Comcast charges for repairs. While Comcast doesn't bill subscribers for problems related to its own equipment, the MSO does charge customers fees if a service call is sparked by a problem with equipment owned by the subscriber or if the subscriber fails to use the equipment correctly.
Comcast agreed to provide two forms of disclosure as part of a settlement it reached with the county. In addition to customer service representatives informing customers about the fees when scheduling a service call, the company will disclose the fees in a recorded telephone message to subscribers in advance of their appointment.
The MSO also agreed to pay the county, which is adjacent to Washington, D.C., $25,000 for consumer education efforts. "This agreement is not an admission that Comcast has violated any consumer protection laws," the county said in a statement about the settlement on Tuesday.
Comcast competes with cable overbuilders Verizon (NYSE: VZ) and RCN in Montgomery County. It's not clear if Comcast plans to provide similar disclosures on other cable systems. Officials there didn't immediately respond to a request for comment.
- see statement from Montgomery County