Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -- In May 2022 Road Safe Traffic Systems trenched across the sewer line serving my house, and then backfilled the trench (and my sewer line) with fill material, thereby blocking my sewer line, and causing raw sewage to back up into my home, flooding my bathroom, hallway, and home office / bedroom.
  -- Road Safe Traffic Systems, the City of ****** Public Works Department, and ****** Plumbing all came out and reviewed the damage and unanimously agreed that Road Safe was at fault.
  -- In order to repair my home to the condition it was in prior to the damage, it is necessary to have 1) the sewer line repaired, 2) the raw sewage damage fully remediated, and 3) the damaged areas and materials removed by the remediation company reconstructed (rebuilt) by a construction company.
  -- I sent the bills or estimates for all of the above work to Road Safe and their insurance representative, and though they have paid for the plumbing repair and remediation work, they have refused to reimburse me for the cost of reconstruction. The total cost of all repairs is about $41,000 and RoadSafe has paid about $10,000, thus they still owe me about $31,000.

  Business Response

  Date: 09/01/2022

  
  ******* ** ****** Assistant General Counsel ************ ******** *************************** 
  August 26, 2022 
  Via Electronic Transmission Only to:  
  The Better Business Bureau Attn: ****** ******** **** ** **** **** ******* ** ***** ********************* 
  RE: BBB ID No. ******** 
  Dear Ms. ********: 
  We are in receipt of your correspondence dated August 22, 2022 (received on 8/29/22) and thank you for the opportunity to respond. We are very much on notice of the situation and have been actively trying to resolve this matter with Mr. **** *****l for some time now, including involvement of our insurance carriers, claims adjusters, various contractors and estimators. As indicated in his response, a sewage pipe backed up into Mr. ******** residence and there is dispute between the parties as the final value of settlement of the claim. 
  By way of background, on May 9, 2022, RoadSafe was working for a customer to excavate and install fiber optic conduit under the attached permit. (“Exhibit A”) In accordance with the California Government Code Section 4216, RoadSafe timely notified Underground Service Alert (“USA”) to perform locates. (“Exhibit B”) USA is only able to locate major lines – not the service laterals (the lines that service the actual residences off of the main sewer lines). RoadSafe crews are tasked with locating the service laterals by finding the cleanouts for each residence then utilizing a device called a sonde transmitter which traces the paths of pipes and sewers. 
  Prior to the subject excavation, RoadSafe had performed this same work at several other homes in the immediate area. All of the service laterals were located at approximately 24 inches beneath the surface allowing a rock saw to clear easily. Despite our best efforts, the crew was unable to locate the service lateral at the ****** residence. As is custom and practice, when a lateral cannot be located, the crew will estimate the depth and location of the lateral based on same/similar projects in the area and then the excavation commences. Unfortunately, the ****** service lateral was located at a much shallower depth than the several other homes in the neighborhood and was inadvertently struck by the rock saw. 
  Although the damage was not initially apparent, a short time later Mr. ****** began having backup issues in his basement bathroom and surrounding area. A plumber was called out to route the line which restored service. A few days later, the pipe collapsed entirely resulting in another backup. Another plumber was called out to actually locate the line and perform the repair. It took the plumber nearly half the day to locate the line and RoadSafe’s crew assisted with the excavation and backfill following repair. 
  
  

  Please attachment 

  Customer Answer

  Date: 09/06/2022

   I am rejecting this response because:
  
  
  Please see complete response (attached). RoadSafe has repeatedly mischaracterized the nature of our interaction. The amount RoadSafe has offered does not come even remotely close to the amount it will cost to hire a contractor to perform the needed repair work consequent to RoadSafe's damage of our property.

  Business Response

  Date: 09/26/2022

  
  RE: BBB ID No. ******** 
  

  Dear Ms. ********: 
  

  As discussed last week, we are in receipt of Mr. ******** most recent correspondence. We continue to work closely with our insurer to bring Mr. ******** claim to a successful resolution. 
  That said, the independent appraiser engaged by the adjuster is currently working with a professional remediation contractor to evaluate the estimate provided by ******* Construction. We have requested that this process be expedited. 
  We will follow up as soon as we have another update. Thank you. 
  Sincerely, 
  ******* ** ****** 
  RoadSafe Traffic Systems, Inc. RoadSafeTraffic.com 
  
  

  
  

  Customer Answer

  Date: 09/27/2022

   I am rejecting this response because:
  
  
  It has now been more than four months since RoadSafe Traffic Systems caused damage to my home. They received the contractor's estimate on June 29th -- nearly three full months ago. I can't imagine how they could still be "reviewing" this simple document three months after receiving it. RoadSafe has had all of the information needed to provide full compensation, for three months, yet they continue to refuse to do so. RoadSafe's continued refusal to provide fair compensation is a very clear demonstration of bad faith. RoadSafe is knowingly and needlessly causing my family harm and hardship. I find their behavior to be extremely unethical and reprehensible.