Complaints

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

close

Find a Location

USIC has 60 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  USIC

  9045 River Rd Ste 300 Indianapolis, IN 46240-6400

• 

  USIC

  800 Marshall Phelps Rd Bldg 5 Windsor, CT 06095

• 

  USIC

  2300 South Clinton Avenue Unit 6F South Plainfield, NJ 07080

• 

  USIC Infrastructure Corporation

  740 US Highway 50 Milford, OH 45150

• 

  USIC

  4540 East Paris Ave SE Ste F Grand Rapids, MI 49512

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:04/07/2023

  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.

  I would like to know why they walked over and stained my sidewalk and yard with red **** covered boots using the longest possible diagonal route. And this was for a locate for property down the street.Now I will have to try to power wash or clean the concrete so the stain doesnt set in. Maybe show a little consideration for ****************** and dont just walk around without a care in the world about what you are doing.I would like to be reimbursed for my time and supplies and equipment to clean up the mess they made. I caught it all on my cameras. Please also educate your personnel to be respectful to property.

  Business Response

  Date: 04/24/2023

  USIC's District Manager contacted **************** regarding his complaint of USIC technicians walking on the sidewalk and staining them with the "red ***** on their boots. He explained to **************** that the sidewalk is the safest place to walk in areas where there is mud, which includes subdivisions with construction projects, such as ****************' location. 

  Customer Answer

  Date: 04/24/2023

  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. 
  
  This safety response is not true in my opinion. They could just have easily walked on the street and taken care to minimize walking on my property safely with red **** covered boots. Instead it was apparently just laziness making a straight line across the sidewalk and my yard. 
  

  The safety issue is not valid and appears to be an excuse to justify their laziness. It would have been much safer to walk at 90 degrees on the street and avoid walking 45 degrees across the front of my yard on wet grass. I have videos of the incident and its clearly just a matter of taking the fewest steps not if safety. Could they maybe have a simple piece of cardboard to avoid staining things like this?

  A representative called me and refused to help in any way. And after work one day I had to get on my hands and knees and scrub off their mess with sandpaper for half an hour.  Otherwise it can bake in and stay there for a long time.

  
  Regards,
  
  *********************

  
  

• Initial Complaint

  Date:02/23/2023

  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.

  Mid January I contacted my plumber to replace my water line. It was almost 50 years old and compromised by tree roots. It had been patched several times, but that leek was under a driveway turn around and it was time to replace with better materials. I was paying a lot of money to my county water service!My plumber requested USIC to mark the property as required. He knew the water line would need to follow a line similar to that of the *********** line. It would be a precise operation. Two weeks later, my plumber received a message from USIC that the technician could not access the property. There is no fence, no dog,,,nothing to prevent anyone from walking on the property and marking the service lines.The plumber asked if I could request the service to possibly help. I did.I spoke to a very helpful woman and set up the service to be completed by February 14. The Saturday before the 14ht, I arrived home and saw a USIC truck on the street. I thought the technician was there for my property so I approached him and inquired. He was actually lost, but when I explained what had happened, he told me that the false reports about property happen a lot he would be glad to mark the lines in my yard. It took him 5 minutes. He was a Godsend.My complaint is on USIC, a company that is requiring markings, yet allowing their techs to file false reports. I am guessing that they are short handed like most places lately, but this service is a matter of life and death with dealing with power lines and a matter of consumer financial loss when we have broken water lines. I would surmise that this is a top-down issue and the company should ensure they have enough qualified and responsible people to cover the work. They are halting economic progress and in these days, it is unacceptable.

• Initial Complaint

  Date:01/03/2023

  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.

  As a result of a locating property error by a USIC tech on 10/22/2022, the tech located and sprayed RED PAINT on our gravel (stone) driveway that was NOT including in the locating ticket. The tech misread the instructions to locate utilities over 4 months ago and still the RED PAINT remains on our driveway.We seek to have the gravel and stone replaced, as the driveway was only constructed a few months prior (March 2022). We submit to a USIC rep handing the claim the cost to bring our driveway to current and as it was prior. To no avail, negations have failed. A fair and reasonable settlement offer for the Material (stone, gravel), the transport of Material to our home and the labor and equipment of which it takes to lay the gravel and stone as it was initially. As of today (4 months later), the RED PAINT remains on our driveway. It us unsightly and embarrassing as we have experienced Thanksgiving, Christmas and now New Years in our New Home having family and guest to witness the defile and damage to our driveway. We seek the total and full cost to restore our gravel and stone driveway back to it's original state. We submitted to USIC invoices, quotes from the Rock Quarry and a quote for the transport and delivery of the stone to our home to replace to damage stone. That amount is btw $740-750.00 as the material (stone price) can change daily. As of today, I have had no response from ********** (the USIC rep) handing the claim as to the amount requested or a reasonable and fair settlement offer. My husband and I are very frustrated this has gone on this long and without compassion as to the anxiety the locating error has caused us. We simply seek to have the Red Paint gone from our driveway ASAP!

• Initial Complaint

  Date:10/17/2022

  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.

  By law, contractors have to request to have utilities ****ed prior to digging. By law, USIC has 48 hours to complete this. For most of the past few years, USIC is not ****ing properties on time, if they **** them at all. This impacts our entire work flow as private contractors. There are two solutions: 1. USIC ****s properties on time, and complies with the law 2. USIC changes the expectation of ****ing time, and completes ALL tickets within the modified/extended window.

  Business Response

  Date: 10/20/2022

  USIC and the entire underground utility damage prevention industry have faced significant challenges over the past few years, including the impact of the global pandemic on the ability to maintain staffing levels and the ongoing tight labor market, coinciding with the increased demand for our services driven by major, nationwide investment in infrastructure, which began in early 2021. Additionally, a more than 50% increase in long-scope project tickets in most markets has significantly increased the amount of time and resources required to complete tickets on time. In response, USIC has made significant investments in recruiting, hiring, and retaining technicians, including market-based wage increases, to optimize staffing levels. In addition, USIC is in ongoing collaboration with state 811 organizations, legislators, and excavators across the nation to address the changes needed to legislative and regulatory requirements and ticket submission standards and processes in an evolving marketplace. USIC is committed to full legal and regulatory compliance and to working with the excavation community to optimize the ticket submission and communication processes for the protection of the nations infrastructure and our communities.         

  Customer Answer

  Date: 10/21/2022

  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. 
  
  This is not a resolution - this is an explanation and excuses.  We are past the pandemic, and are all facing staffing shortages and have learned to work with the resources we have.  USIC needs to do this as well - I don't see any action plan on their part to communicate more clearly, adjust expectations, or meet expectations.

  When I talked to a ***** employee, they said the best way to handle this is to call in, then I need to check the site personally and follow up, call again, and request an emergency re-mark.  All of the burden is on the contractor with USIC accepting no responsibility for not meeting their part of the agreement.

  At a minimum, I should get a phone call any time a property is not going to be marked in time, and I do not get this every time.
  
  Regards,
  
  *************************