Complaints

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• Initial Complaint

  Date:01/27/2025

  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.

  On October 11, 2024, J&J underground utilities failed to properly mark my property lines for fiber optic cable installation. As part of ***********'s expansion efforts, *********** contracted multiple companies to install lines throughout all of ************'s neighborhood. As my lines were not properly marked, the boring/drilling company drilled into the ground, hit my lines, and unintentionally energizing my coax line coming into my house, setting my cable box, and the side of my house on fire. After speaking with Brightspeed, their claims department, the city of ************, the city supervisor on site that day, the drilling company laying the lines, the electric company, and Lumbee River, I have been advised that the lines were either improperly marked or not marked at all but were ticketed as marked. The drilling company proceeded with work and hit my line. After the incident, the lines were marked, but not before. The below is a snippet of the report from the city supervisor on October 11. "A power cable was hit that was outside of the 3 range of the locate marks. The cable was uncovered and locate marked the remainder of the project out with the newly discovered cable and the power company arrived to address the issue."The quote I received for repairs was for $1,471. I have attached it below along with the ** 811 ticket for my neighborhood and the city supervisor's report.

  Business Response

  Date: 01/29/2025

  Our first knowledge of this damage was on January 8, 2025, when Ms. ********* sent us pictures of our locating trucks, which is attached, and I had a conversation with her explaining that our locating trucks only locate lines and do not do the digging.  She mentioned they had an issue but did not mention when.  So I stated she would need to contact whoever was digging or putting in the pipe or line.    The next communication we had was when she sent the information on January 14th and as you can see from her email, it states, "I spoke with you last week about your locating trucks".   On January 14th, was the first time we had any knowledge of any damage that occurred on October 11th as she is claiming.   No one from BrightSpeed, no one from Lumbee River or anywhere else has contacted us in the past three months regarding this damage.  At this point, we cannot even go back to the job site and look at what was done to do our own investigation.  She sends a report by someone named ******, we do not know from where this report comes from?  There is no company name on it.  Also, it states in the same report that "a newly discovered cable  was found and the power company arrived to address the issue" which could have meant many things.  But again we were never made aware of the damage in October or November or even December for that matter.  We were just made aware of it on January 14th.  The next thing we know we are being contacted by you.    

  Also, attached is a copy of the email she also sent to us of pictures and as you can see these pictures looked to have been forwarded to her insurance company ************ as well.  So has she been paid already for the damage?  Secondly, why wasn't a claim with Brightspeed filed, at the time of the damage, which is normally the correct procedure.  This is significant damage.  Was this damage due to them digging across the road?  Why didn't she notify us in October instead of three months after the damage?  

  We are looking into the matter.  But we are having to do a lot of back tracking and trying to figure out who sent the report, who was out at the job site, who sent the report.  Ms. ********* has not given us much time to do that.  Also, we tried to email her back when she emailed us on January 27th telling us she filed a claim with BBB and that she was looking into an attorney, but the email bounced back for security reasons.  We did find another email address and did email her back. 

  We are doing what we can to investigate and rectify the matter given the time frame and that we were just notified of a three month old damage.  Please let us know if you need any further information.  

  Customer Answer

  Date: 01/29/2025

   I am rejecting this response because: the complaint has not yet been resolved. 

  I appreciate the quick reply. Upon initial communication, I was investigating the root cause after my claim had been denied with Brightspeed. ***********'s insurance claim agency is Sedgewick, hence the communication with them. Claim was made the day of the incident and denied nearly 3 months later, on 08 Jan 2025. It is clear that Brightspeed did a poor job of investigating the root cause and they ceased communication after I was told my claim was denied. When I asked the representative from ********* what my next steps should be, she said "Good morning No its on you now". I had expected *********** to contact relevant parties, so it's shocking to see that they did not. 

  The report from ****** is the city inspector's report from that day. He was on site during the incident. 

  I have not yet paid for repairs and no company has made the repairs. My home is still damaged. 

  I agree that is significant damage and we are incredibly lucky that we were home and already in the backyard to extinguish the fire. I have been chasing Brightspeed for months, only to get denied. Though you have just been contacted, the work done in the background leading up to this point has been exhaustive. I only want my home fixed.