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:08/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On January 12th, 2023, a fence contactor, installing a fence on my property, cut a ******** communications cable. This cable was marked; however, it was not buried at the recommended depth. My contractor refused to pay the amount charged by ******** for the repair. Now, I'm getting letters from Phoenix Loss Control referencing this bill. The Claim # is: *********. I've tried numerous times to reach Phoenix Loss Control, to no avail. I'm always sent to voice mail where I've provided my phone number. I've gotten no response. I'm beginning to believe this may be a Scam.

  

  Business Response

  Date: 08/29/2023

  Hello,

   

  Very sorry to hear no one has reached back out to you. I have informed our recovery agent on the claim, *****************************, to reach out to you ASAP. You will hear form here soon. 

  regards,

  **********************

  Presdient

  Customer Answer

  Date: 08/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair 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.

  ClaimNumber: ********* DateofDamageon/about:6/15/2023 10:03:00AM LocationofDamageat/near: 1035LakesidePassFireFieldRdNewBraunfels,TX78130 I am a fence builder and as we were using an auger to dig post holes, our machine hit the roots of a nearby tree. The tree was uprooted, and entwined was the ******* Communications cable. There is literally 1 client on this road using ******* at the moment as the rest of the block is under construction. I don't understand how they came to the damages being over $16,000. I also don't understand how cable that has been down for decades, seeing as how it was caught ** in the roots can be charged to my small town company, and how they expect for me to come ** with over $16,000 in 15 days.

  

  Business Response

  Date: 07/27/2023

  Hello,

  We understand how you may be surprised by the amount of the bill. The bulk of the bill (>$10,000) is for the boring that our client had to do to replace 500' of span that was damaged by your company after failing to call in locates. Unfortantely, the entire lenght of the span had to be replaced to get the facilities back to their pre-loss condition. *******'s thrid party contractor who did the repairs charges a little over $21 dollars a foot of boring, hence the amount. Hopefully this explains the situation to you.

   

  regards,

  *******************************

  Presdient

  Phoenix Loss Control

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair 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.

  Claim # ********* We have been charged by Phoenix loss and control with $5784 for changes and modifications done due to a cut cable that needed to be put underground. The cut cable was replaced immediately and we continue to have service like usual. 3 weeks later a team came to my property supposedly to buried the cable, they entered my property and my neighbors without permission and apparently made all the changes stated in the bill submitted to me. We were told they were coming to put the cable underground. We had 2 Technicians coming on march 23rd, the 1st technitian came and said that the cable will be buried soon and also mention the bad shape of the pedestal. The 2nd technitian that came the same day in the afternoon mentioned how old the cables and the pedestal were. So they were the ones making the decision for the maintenance order. They determined that the tower or pedestal was holding too many cables and could not close, the technitian also said that the cables were about 20 years old and some of them were rotten and there were just too many. The pedestal has a cover that has been half way closed ever since we move here in 2020 and we were told it was because of too many cables. All the changes made were maintenance changes and were not done for my house alone but for the whole block. I refuse to pay this bill in its totality, its not my fault that charter communications has outdated pedestals and cables and I do not consider fair receiving this bill for regular maintenance expenses for charter communications and being bullied with been taken to court After contacting Phoenix, ************************* agreed that I shouldnt pay for all those changes but only reduced the bill around $1500, told me clearly that if I dont take it we will be taken to court, and that I had only 15 days to agree. I asked for a detailed of the reduced bill and of course I have not received. We have been sending emails trying to sort this out but we dont get any answers anymore.

  

  Business Response

  Date: 05/31/2023

  Hello,

  We reviewed your complaint and do not understand the issue. First off, we never threatened leagl action, you may have implied this from our letterhead but we never threatened litigation. You can see attached the correspondance. Secondly, you mention the pedestals as what you should not pay for. The costs of pedestals, as can be seen on the attached invoice, is significantly less then the reduction we offered. We therefore view our offer as fair. Per our process guidelines, we do not amend invoices. We take the invoice our client provided us since this represents the costs they beleive they incurred as a result of your damage and, if you want a reduction, we negotiate, as we did in this case. 

  Hopefully this addresses your concerns.

   

  best,

  *******************************

• Initial Complaint

  Date:11/03/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  We had a new line put in the ground by ******* are around august of 2021. When the installer put the line in, he put it close to the house, as they normally do. My wife told him that we were putting a pool in and he should move it out further. He said that if we cut it, they would just put another one down. Well, it got cut when they were grading my yard for the pool in July 2022. ******* came out and put a new line in. No biggie. Then I start getting letters from ******************* at Phoenix Loss Control saying that I owe them $1600 for the repair for the line. I called ******* and spoke with **** from ******* Corporate Escalation, and she said that she didn't show me owing anything for the cut line. I told ***** this, but he keeps sending me letters and texts saying that I owe them money. I asked him to give me the name and number of who he spoke to at ******* and he wouldn't.

  

  Business Response

  Date: 12/14/2022

  Hello,

  My name is ******************************* and I am the President of Phoenix Loss Control. 

  
  Phoenix Loss Control is a provide of outside plant damage recovery services. We work on behalf of ******* to recover the costs of damages to *******'s fiber network. If you caused damage to *******'s network and they had to come out and fix it, you may be liable for the costs of that repair. It is our job to figure out who is liable and, if they are at fault, to invoice them on behalf of ******** If someone from ******* told you this is not true, it is likely because they work for another part of the company who is unaware this. 

  That said, we apologize for the inconvenience of not better explaining to you why we are reaching out to you. I will have some from our Recovery team call you and explain what is happening and, if necessary, provide proof from ******* that we work for them.

   

  regards,

  *******************************

  Customer Answer

  Date: 12/23/2022

  I did not respond within the 7 days due to illness. I would like to respond to this issue. I have requested a name and phone number for  ******* to confirm that I actually have a balance due to them, and have not been able to get Phoenix to supply this. I still believe this is a scam to get money, and until I have proof that this is a real charge, I will still consider this a scam.  
  
  Scott 
  

  
  

  

  Business Response

  Date: 01/25/2023

  Hello,

   

  We are reaching out to the customer by phone to get a claim number from him and resolve this matter. We will also call the BBB to verbally let them know we are handling this. Our Dispatch team will be handling it.

   

  regards,

  *******************************

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18356270
  
  I am rejecting this response because: The process is still ongoing. Not gonna end the responses until I an satisfied with the result. 

  
  
  Sincerely,
  
  **************

  

  Business Response

  Date: 01/26/2023

  Good Afternoon,
  
  In response to Complaint # ********, please be advised that on the afternoon of September 20, 2022 the assigned Claim Manager, ***********************, did respond via Email to ************ request with the attached letter of Authority from ******** This letter details *******s authorization of Phoenix Loss Control to represent their interest in this claim, is signed by an authorized representative of ******* and does provide a direct Email address to said representative.  To our knowledge, Mr. *** made no attempts to contact the provided representative at ******* to verify our representation on this matter. 
  
  Phoenix Loss Control continued to make multiple attempts to resolve this outstanding claim with Mr. ********** However, ************ lack of cooperation and refusal to respond to our contacts after the provision of the requested proof of representation resulted in the claim being forwarded to our ************************* ***** ********** for further action.  Mr. *** continued his lack of cooperation by refusing to respond to our assigned ILS Agent, *****************************, who also made multiple attempts to contact Mr. *** regarding an amicable resolution of this outstanding claim.  
  
  As a direct result of ************ failure to respond to our contact attempts and refusal to accept the documentation provided in response to his request to verify the claim, this matter was closed out of our system and returned to ******* for further review and action at their discretion.  
  
  Respectfully, 
  ****************************
  

  
  

  

  Business Response

  Date: 01/26/2023

  Good Afternoon,
  
  In response to Complaint # ********, please be advised that on the afternoon of September 20, 2022 the assigned Claim Manager, ***********************, did respond via Email to ************ request with the attached letter of Authority from ******** This letter details *******s authorization of Phoenix Loss Control to represent their interest in this claim, is signed by an authorized representative of ******* and does provide a direct Email address to said representative.  To our knowledge, Mr. *** made no attempts to contact the provided representative at ******* to verify our representation on this matter.
  
  Phoenix Loss Control continued to make multiple attempts to resolve this outstanding claim with Mr. ********** However, ************ lack of cooperation and refusal to respond to our contacts after the provision of the requested proof of representation resulted in the claim being forwarded to our ************************* ***** ********** for further action.  Mr. *** continued his lack of cooperation by refusing to respond to our assigned ILS Agent, *****************************, who also made multiple attempts to contact Mr. *** regarding an amicable resolution of this outstanding claim. 
  
  As a direct result of ************ failure to respond to our contact attempts and refusal to accept the documentation provided in response to his request to verify the claim, this matter was closed out of our system and returned to ******* for further review and action at their discretion. 
  
  In summary, we provided direct proof that we work on behalf of ******** We will not provide a direct contact to Mr. *** because it is not necessary from our viewpont and our clients specifically DO NOT want us doing this. Finally, this claim is closed, we are no longer pursuing it. so this whole complaint is moot

  Customer Answer

  Date: 01/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. All I wanted was for  them to quit harassing me for. bill that I didn't owe, and that has happened. 
  
  Sincerely,
  
  **************