Complaints

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• Initial Complaint

  Date:09/12/2024

  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.

  Bridgenet fiber drilled under my driveway to supply fiber optic cable to the neighbor below me. When they drilled under the driveway it started to rise and crack where they push the conduit under to hold the fiber optic cable. I contacted bridge net and they said they would fix the problem, they came out and did a very poor job. The company they contracted used cold patch instead of Hot patch to do the repair. I attempted to send another picture of the length that shows the lines that are not even straight. I spoke to the city the city manager told me that the minimum depth for going under a driveway sidewalk or roadway is 36 in. They are also not marking where existing utilities are. The city manager said he would speak to them and they would come out to fix the problem, that was over a week ago..The conduit they used is no more than 4 in underneath my driveway which caused it to crack. if bridgenet that would have followed city and state regulations for drilling under driveway I wouldn't be following this complaint. I'm in the process of getting independent estimates to have the driveway fixed. I do not want the company they contract with to come out and repair the driveway, he didn't do the job properly the first time so why would he do it properly the second time. I have voicemail from bridge net fiber saying the asphalt company was going to do the work, and I have text messages from the asphalt company saying he was just to supply the materials. Any help would be great to resolve the problem and get my driveway at least that it looks decent.

  Customer Answer

  Date: 09/23/2024

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 09/23/2024

  Dear Mr. ******************* appreciate your feedback and understand your concerns regarding the recent repair of your driveway. Following your initial contact with us on August 21st, I personally returned your call to discuss the issue. Acknowledging the importance of addressing this matter promptly, I visited your property the next day, on August 22nd, to assess the damage firsthand.
  
  During my visit, we reviewed the damage together, and I explained the repair process in detail, including taking photographs as part of our documentation efforts. Recognizing that driveway repairs are specialized work, we contracted Tier One Paving, a professional paving company, to ensure the repairs were conducted to a high standard.
  
  The repair was scheduled and executed on the following Friday. Our team arrived at 8:30 AM and diligently followed the agreed-upon steps. In a gesture of goodwill, we also offered to seal the entire driveway, not just the affected area, which was done on the same day. Before beginning the work, we revisited the repair plan with you, and at no point during this conversation did you express dissatisfaction or disagreement with the approach.
  
  After completing the repairs, both our Vice President and the representative from Tier One Paving met with you and Mrs. ********* During this meeting, you both verbally confirmed that the repairs were satisfactory and met the promises we made, as evidenced by your agreement to remove a one-star ****** review previously posted.
  
  It is important to note that you were present during the entire repair process and did not raise any concerns at that time. The issues you mentioned regarding the quality of the repair and the materials used only came to our attention after the work had been completed and our team had left the site.
  
  We appreciate your understanding as we navigate this matter. While we believe the repair work completed meets the standards promised and initially agreed upon, we respect your right to seek alternative solutions if you remain dissatisfied. Should you decide to pursue further repairs independently, please submit any claims through our standard claims process. We are committed to a fair review of all submissions as part of our dedication to customer satisfaction.
  
  Sincerely,
  
  ****** *****
  President
  BridgeNET Fiber

  Customer Answer

  Date: 09/23/2024

   I am rejecting this response because:
  Nothing was ever discussed whether or not I approved the project or not I was sitting in my house I shouldn't have to be out there in supervise this great company that he brought along to do the repair work. When he says they work diligently from 8:30 till 11:00 12:00 when he got done , number one they couldn't get the salt started for 30 minutes, number two they sat there cut about 2 ft and then the saw blade they had to get a new saw blade, number three my wife and I left we came back and they were standing out there they ran out of gas so they had to call the president to bring some gas for the saw, number four they tried removing the cut asphalt with shovels they had the stand around and wait again for the president to go to a big box store and buy a pic and a sledgehammer to break up the asphalt. After that was completed the guy from tier 1 came over and dumped cold patch in the cut area he had a plate compactor on the back of his truck I figured he was going to play compact he used a hand tamper to tamp it down.I spoke to the Statesville city engineer and 4 independent asphalt contractors all said he used the wrong product for the job. The voicemail I have from the bridgenet vice President says tier one was going to do the job ,the text message which I attached from tier 1 said that he was just contracted to bring out the materials and he wishes that they would have left him do the job instead of the two workers that they had standing there attempting to do the job. So tell me who the liar is. They also gave me the story that they wouldn't be drilling under my driveway to provide service to my house but evidently that was incorrect because they drilled under my driveway to provide service to the lady next door. He also gave me the story that they were a young startup company they've been accredited for a couple months but they've been in business for 12 years according to the better Business bureau info that I got.
  
  

  Business Response

  Date: 10/08/2024

  Thank you for your continued dialogue and for clarifying the situation regarding the authorization process. We appreciate the opportunity to address your concerns and understand the role of the City of *********** in this matter.
  
  We acknowledge that the repairs within the city easement are under the jurisdiction of city authorities. We will ensure that our future actions align with the standards and procedures outlined by the City of ***********, and we are prepared to assist in providing any necessary information to city officials as they review the situation.
  
  During our previous discussions about the repair work, I noted your specific instructions and aimed to ensure they were integrated into our repair strategy. We sought to execute the repairs based on a mutual understanding of these requirements. However, we regret any misunderstandings that may have occurred regarding the approval and execution process.
  
  Given that the oversight of these repairs is managed by city authorities, we agree that this matter should ideally be addressed in coordination with them. Our commitment remains to ensure that all involved parties are satisfied with the outcomes, and we respect the process that the City of Statesville will undertake to review and resolve the situation.
  
  Thank you for bringing these issues to our attention. We value your input and are committed to maintaining clear and respectful communication.

  Customer Answer

  Date: 10/08/2024

   I am rejecting this response because:
  
  There was no mutual understanding, Mr ***** said that that this is what they were going to do to repair the driveway. I said all I want is the driveway repaired properly which it wasn't. The company he used has no clue at all how to repair a driveway properly, as I stated before he used cold patch, the city engineer said that and he wasn't even out to look at it all he saw was the pictures and he noticed that it was not properly done. I have an estimate of $3,800 from a reputable asphalt paving company to do it that is the cheapest one that I got out of the estimate. I do not want tier one to come and touch my driveway.