Business Profile

Utility Locating

USIC

Headquarters

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Complaints

This profile includes complaints for USIC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

34 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

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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:06/19/2024
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.
Just got home to one of their trucks blocking my driveway so I didn't even attempt to pull in instead I went next door for a bit then i came out to find it moved and parked in my yard. My landlord is going to blame me now thanks, who the h*** parks in people's yard at a private residence?
Business Response
Date: 08/12/2024
USIC Operations leadership has reinforced to field technicians that they are not to block a driveway or park so that their vehicle is on someones lawn and should only park in a driveway when it is the only safe option for parking at that location. USIC is committed to protecting underground infrastructure and ensuring public safety, and our interactions with the community are guided by our core values of respect and integrity.
Initial Complaint
Date:06/06/2024
Type:Product 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 4/18/24, ******************* (their Job #*******) severed the neutral line per ********* while digging in my next door neighbors yard (the Halls at ******************************************************************************.) & caused a huge power surge & loss of power in my home (*********************************************). I contacted ********* on 4/23 to file a claim who in turn contacted ******************* who then apparently contacted USIC. Received a call on 4/24 from Mishuan at USIC who indicated reimbursement for damaged items was above her pay *********** had to refer me to the USIC claims manager. On 4/24, ************************* from USIC confirmed USIC was at fault & took pictures of the damaged items in my home & indicated someone from USIC would contact me. Not hearing from anyone, on 5/9 I called sent ************* a text message because her voicemail was full--no response! On 5/15 spoke with ****** who said she would follow up & call me backno response!. On 5/15 through USIC website submitted a comprehensive email regarding the incident & the damaged items with no response. On 5/19 spoke with ****** again & again no call back. On 5/22 called USIC *************) spoke with ***** who referred me to ****** who gave me the USIC claims email ID. On 5/22 submitted another comprehensive email explaining the incident & all of the damaged items to include the items/prices/installation costs to *********************************************************** On 5/28, after no response to my 5/22 email to USIC claims, sent a follow up email- -again no response. On 5/30, spoke with ****** at USIC & explained the 4/18 incident again! She requested my name, phone number & address. Said all she could do was send an email to USIC claims department as that was the only way for her or anyone else to communicate with them.On 6/5 called ************************* again. Left a text message because her voicemail was full! Doubt shell respond!USIC is non-responsive & unprofessional! I will have spent $1,320.97 replacing damaged non-repairable items due to an incident NOT CAUSED BY ME!!!!
Customer Answer
Date: 07/01/2024
************************* from USIC contacted me on 6/7/24 and I again for the 3rd or 4th time (I have lost track how many people to whom I had to provide information surrounding this incident) provided her with the information she needed to process this claim (USIC Claim #**************). On 6/11 she indicated she received and added the Signed Release to the claim - its been approved and sent to the accounting department for processing.. On 6/25 I called Mandi to find out the status of the reimbursement payment. As usual it seems with this company, I was not able to speak with ***** so I left her a voicemail and as of today,7/1, have not received a response!
Today, 7/1, I called USIC and spoke with ***** in accounting who indicated she did not handle reimbursements and she transferred me to claims, extension 7804. I was also unable to speak with anyone at that extension and could not leave a message because the voicemail was full!
I have been trying to resolve this situation since April and it is now July!! To say this company is very slow to respond and that the left hand doesnt know what the right hand is doing is an understatement!! I am truly dissatisfied and extremely frustrated!
Business Response
Date: 08/02/2024
USIC dispatched a claims adjuster to assess and respond to the claim submitted by Ms. ******
Customer Answer
Date: 08/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
It took a tremendous amount of follow up and time on my part and the majority of times with no response by USIC with the last no response from ************************* on 6/25 when I followed up on the status of this claim which was approved and sent to accounting on 6/11! Called USIC on 7/1 and spoke to accounting only to be transferred to someone whose voicemail was full and I couldnt leave a message!! I finally received a check on 7/16 which was approximately 3 months after the initial occurrence of the problem caused by USIC!!

Regards,
***********************
Initial Complaint
Date:05/24/2024
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.
In March of 2024 my driveway was needlessly and carelessly marked with yellow paint by a USIC employee. After contacting USIC a local manager in my area reached out to me. The manager said he would remove the paint. A month passed with no further contact from the local manager. I called the local manager again. As requested I texted the manager my address and left a hose outside so he would have access to water for the purpose of removing the paint. Last week I contacted USIC as the paint is still on my driveway. I was told my situation has been escalated. I have yet to hear from anybody at USIC.
Business Response
Date: 06/20/2024
USIC is contracted by utilities to mark their underground lines in accordance with Minnesota State Statute Chapter 216D. The paint markings applied to Mr.******** property were necessary, per the instructions of a Gopher State One Call ticket, to protect existing underground infrastructure from damage during drilling to install underground fiber in the immediate area. The paint marks typically disappear, without removal, over several months. USIC dispatched the Area Supervisor to Mr. ******** home, where he found that the marks had already been removed from the driveway. ****************** can reach back out to the USIC Area Manager with any additional questions or concerns.
Customer Answer
Date: 06/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***********************
Customer Answer
Date: 06/20/2024
I received a VERY unsatisfactory response from USIC regarding my complaint. Their response to my complaint is infuriating, to say the least. It appears as though my driveway was the ONLY driveway that was spray painted. I highly doubt the USIC area manager stopped by house to remove the paint from my driveway. I haven't heard from that manager in two months.
I still have 3 spots on my driveway from the product I used to remove the paint because the USIC area manager refused to do so. Who's going to remove those three spots from my driveway?!
Initial Complaint
Date:05/08/2024
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.
USIC came onto my property and inadvertently sprayed patio pavers that were not being removed (April 19, 2024). I called and filed a complaint, and April 22, 2024 the original employee and his supervisor came to my house to "clean" the paint off. They discolored the pavers, and now there is white stains all over my pavers. In addition, they did not use water from my outside faucets. Instead, they trespassed over 100 yards into an abutting property, obtained dirty (cow manure filled) standing water, and used that to assist in the "cleaning." Everything is on Ring video.I have been speaking with their supervisor (refuses to now provider her name - phone number ************). She was initially helpful and made a lot of promises. On April 23, 2024, she texted me and claimed they would replace the damaged pavers - asking me to identify a supplier. I told her I had no idea and that they would also have to replace the poly sand and reset the pavers. I also asked about all the other issues, which is when she deflected. I then heard nothing back.On May 1, 2024, I texted her and asked for an update - no answer. On May 3, 2024, I texted her again. She began to back track and claim that they did nothing wrong. Now she is no longer offering paver replacement and just to do additional cleaning. She has refused to answer her phone.I then received a phone call from the number ************. They said they were calling to help. Before I got started, I asked what the managers name was (female). He refused to answer and disconnected the line.I called ************ and spoke to ****** (Refused to provide employee number or anything to identify who she was). I was requesting to speak to someone out of the region regarding this matter, or from the presidents office. I was only allowed to speak with **** (supervisor). I have not heard back from **** or anyone since last week.I have Ring footage/photos, upon request.
Business Response
Date: 05/10/2024
USIC responded to the request to remove paint placed on pavers on the property to mark underground utility lines in response to a utility locate request submitted to 811. Locating and marking buried lines prior to excavation is required by law to prevent damage to the lines, disruption of services, and safety risks to excavators and the community. After the paint was removed from the affected pavers, USIC responded to Mr. OBriens concerns about resulting disparities in coloring between the pavers with an offer to power wash all the pavers with a biodegradable, environmentally friendly solution, and the offer was declined by ******************.
Customer Answer
Date: 05/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response is inaccurate and misleading. I need someone from the ***************** to contact me.

Regards,

***********************
Initial Complaint
Date:04/24/2024
Type:Order 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.
On 4/24/2024 USIC was dispatched to perform location services. While the technician was on site he connected to a private fiber internet box that he was not supposed to connect to and severed our internet connection. Both my wife and I work from home and are now unable to work until the private utility provider is able to send repair personell. USIC has been no help and the technician on site told me that this has never happened before and he doesn't know what to do.
Business Response
Date: 05/09/2024
I erroneously included an incorrect name for the response submitted. Please replace the response submitted May 9 with the following: USIC has conducted a thorough investigation of ************************ claim. We reached out to ******************** to share our findings and left a voicemail message for him to return the call.
Initial Complaint
Date:03/13/2024
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.
USIC has been continuously spray painting and graffitiing my property with no notice.As of today, they have done this four times in the last few months with NO notice.I want this company to stop trespassing and causing damage to my pavers, lawn and other private property. I wanted this company to be professional and notify the parcel owner before they start graffitiing with different color spray paint. I want an explanation of why their employee has sprayed my property now four times when there is NO work being done bordering my property. Why do you keep spray painting the wrong house???!
Customer Answer
Date: 03/14/2024
All entry parameters or fields required (*) were provided, including the name. Please process so we can resolve this matter. Further information can be provided as needed based on the request.
Business Response
Date: 04/03/2024
USIC is the nation's leading provider of public utility locating services. The paint and flags our locate technicians use to mark buried utility lines are required prior to any excavation to protect the buried infrastructure from damage, prevent disruptions of utility services, and ensure the safety of excavators and the public. USIC reached out to the homeowner to explain that the marks on his property were required due to his neighbor's planned installation of a fence. Questions about why USIC locators are marking underground utilities at a specific address can be directed to USIC by visiting our "Contact" page at www.usicllc.com.
Customer Answer
Date: 04/03/2024
The company reached out as shown below.
************** on 3/15/2024
Hunter, Good morning, I am sorry for the inconvenience our company has caused. Can you please provide your full address so that I can get this request to the supervisor for your area?
Thank you
Address was provided. No other communications have been provided since the communication above on 3/15/2024.
Regards,
Hunter B
Customer Answer
Date: 04/03/2024
As mentioned previously, address was immediately provided on 3/15/2024. No further communication has been provided from said company.
Business Response
Date: 04/04/2024
USIC is the nation's leading provider of public utility locating services. The paint and flags our locate technicians use to mark buried utility lines are required prior to any excavation to protect the buried infrastructure from damage, prevent disruptions of utility services, and ensure the safety of excavators and the public. USIC reached out to the homeowner to explain that the marks on his property were required due to his neighbor's planned installation of a fence. Questions about why USIC locators are marking underground utilities at a specific address can be directed to USIC by visiting our "Contact" page at www.usicllc.com.
Customer Answer
Date: 04/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.
The fence mentioned has been installed for months, so what is it youre company is spraying my property for with no bordering permits active?
When are you going to clean off the red spray paint you put on my pavers?
Regards,

Hunter B

Customer Answer
Date: 04/10/2024
Below is the only response from said company which is not true. They never informed me about a fence. So what are they spraying for if the fence was installed months ago?
This case did nothing to help.
I need to know when this company will come back to clean up their mess.
The response below which was the only feedback from the company does not even begin to address why they sprayed, or when they will clean up my pavers.
USIC reached out to the homeowner to explain that the marks on his property were required due to his neighbor's planned installation of a fence.
USIC sent an email but mentioned nothing about a fence or why they painted the last two times.
Please advise an actual response to my questions from this company as youve allowed these to go unanswered. Unfortunately they do not answer the link provided to their website, hence the reason for this case involving you.
Please advise and please be advised the survey link included in your last response is broken and takes you to a bbb page which says 404 on it. Please provide a valid survey link so feedback about this particular incident can be provided to help you do better in the future. You also need to learn that this data can be made public, so full names and addresses are NOT required or preferred, so ******* should adjust the feedback provided to this cases with information which is actually required, not just a want.
Initial Complaint
Date:03/12/2024
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.
USIC was just at my house without my foreknowledge, invitation, or permission, while I was at work. I need to know why. I did not call 811.
Business Response
Date: 03/18/2024
USIC was responding to an ******* ticket submitted by a utility contractor for a pole anchor replacement, which required access to the property. USIC attempted to contact **************** in response to her inquiry at the phone number provided and left two messages. For any additional questions regarding the locate request, USIC ******************************** can be contacted at ************.
Customer Answer
Date: 03/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
*************************
Initial Complaint
Date:02/20/2024
Type:Service or Repair Issues
Status:
UnansweredMore 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 02.16.2024 at approximately 1pm mst a contract worker showed up requesting permission to enter my backyard regarding his work. I asked specifically will there be any digging to which he replied no. Without my knowledge another person went back there with a shovel and the dug a hole at the fence line at a post. I went out to take pictures and he almost immediately peered his head over the fence from my neighbors backyard to tell me they would be repairing the damage they caused. He told me they hit something while digging. I took him at his word that they would fix whatever damages they caused. This was several days and I have not heard I thing. My wife called for information and the representative she spoke to began deflecting and distancing himself/the company from the matter.
Initial Complaint
Date:10/10/2023
Type:Customer Service Issues
Status:
UnansweredMore 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.
I was contacted by ************************* for a location in ********** **. She totally cost my business two weeks of labor. I put in an 811 location for utilities. She called me and said she would contact the locator and then call me back. I finally got her to contact me and she told me the locator would be there by noon on that day. Nobody showed up and she will not answer my calls. Her number is ************. After leaving many messages, I decided to contact her supervisor at the number given. Left 3 messages and he never called back. His name is *************************** at ************. This is the worst customer service I have ever experienced and have been in business for 20 years!
Initial Complaint
Date:06/17/2023
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.
Company came in my propertt without permission . I have dogd and kid that could have got hurt or lost.They could have gotten bitten They are rude and sayimg they come in whenever . Even without permission.
Business Response
Date: 07/13/2023
USIC technicians receive training to attempt to notify a homeowner prior to accessing the property to perform a utility locate and to assess for the presence of children and pets. USIC is committed to protecting the safety of the public and our employees. The area supervisor spoke with the homeowner in resolution of this specific circumstance.

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USIC is NOT a BBB Accredited Business.