Complaints

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

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  Race Communications

  1325 Howard Ave #604 Burlingame, CA 94010

• 

  RACE Communications

  1170 E Tehachapi Blvd Ste C Tehachapi, CA 93561

• 

  RACE Communications

  1170 E Tehachapi Blvd Ste C Tehachapi, CA 93561

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:02/27/2025

  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.

  We contacted race communication and cpuc (***************************************), and got the run around, passing the ***** saying, "we dont have anything to do with where it is put and for how long." The 2nd pole which is 8 feet from the pg&e pole was put in on 2-26-25 and they never informed us it was happening. They told us it was temporary which we found out means, months to years!! It is an eye soar and it devaiues the house and peperty! ******* properties needs fiber optics so the company race communications is going all around chico putting up these poles before they have permission from pg&e to put it on pg &e pole and remove 2nd pole from race., and city of ***** is getting complaints everyday about this same problem! Cant get any straight answers from this race company or cpuc. We need to Move the telephone pole to another location, or remove it and wait until pg&e okays use of pole. RACE COMMUMICATIONS IS A COMPANY THAT IS INCONSIDERATE TO THE COMMUNITY!!And cpuc is a joke trying to reach anyone who has any power to do anything, it's a run around scam!

  Business Response

  Date: 03/05/2025

  Hello Mrs. ******************* apologize for any confusion that may have occurred at our call center. Reviewing your complaint, this appears to be surrounding a one of our ***** ****** Our ***** poles are placed when the current pole owner has approved a permit, however the current pole is not able to accommodate our attachment. As a provider, as we lease space we have two options, to wait on the current owner to replace or correct the pole or place a ***** pole that will remain in place until the current pole meets the specifications needed. Once this happens, we will transfer our services over to the primary pole and remove our ***** ***** This allows us to continue building in the area to ensure that we are building our network as quickly as possible. This is a standard practice across the State when it comes to new utilities building infrastructure. It is not our intention to keep our pole there forever, just until we are clear to transfer our infrastructure over.

  We hope this information provides a little more detail on how utilities are building throughout the State. If you have any more questions, please let us know and we can have a manager follow up with you. It appears the contact information provided maybe incomplete. If you like, please provide us a current phone number and one of our managers would be glad to get in contact with you.

  Thank you, 
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22998125
  
  I am rejecting this response because: I already know the information provided by the company. It does not give an end date for removal...so could take years...they don't care along as they get what they want. As I said before it is a pole right in front of our house!! An eye sore, devalues property, we want it moved to a new location or they can wait until pg&e okays pole. This is completely unexceptable and unresolved in any form other than race wanting us to put up with it and wait for them!

  They don't care about the community they are impacting. Only about services provided to thier customers.

   

  
  Sincerely,

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

  Business Response

  Date: 03/05/2025

  Hello Mrs. ******************* do not have any control over the end date. It is on the utility owner to take the necessary steps to allow us to move forward with transferring the service from the ***** pole to the permanent pole. The poles are located with the utility easements are in accordance with all applicable laws. One the primary pole owner sends us the paperwork showing that the transfer can be made, we will work with them to coordinate the transfer of our utilities to the replacement pole. While we understand the frustration with the eye sore, we are following the standard laws and practices outlined for utility companies. It is not our intension to create eyes sores, but to deliver the fastest internet speed available as quickly and safely as possible.

  If you would like to discuss this matter further, please let us know. The contact information is incomplete, please provide us with current info and one of our managers would be more than glad to give you a call to support you further with any questions. As far as the pole placement, nothing will be moved until the next stage, which is when the pole owner requests us to move our infrastructure over after their pole meets the required specs. Existing poles can fail due to safety or load concerns. It is up to the owner to rectify these issues for us to be able to attach. 

  Thank you,

  Race Communication

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22998125
  
  I am rejecting this response because: nothing is being done.  Company needs to take responsibility to contact pg&e to fix existing pole and get rid of race eye sore pole!  Put it somewhere else! Not right in front of the house.

  Contact house owner vita segalla 

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

• Initial Complaint

  Date:02/09/2025

  Type:Product 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 2/9/25 Race disconnected our **************** with no notice. We are new customers and had never received a bill. I tried to pay online, but they would not accept my email. I didn't know why. I knew Race had my phone number and address and thought they hadn't sent a bill yet. When our Internet went out, I called and found they had a character in my email wrong. I straightened that out and asked how long until service would be restored. The person said 15 minutes or so. I paid online and then the confirmation email said 3 to 5 business days for restoration. Also, they charged me $25 for a disconnect fee. This was due to their error. Since we are new customers, they should have verified the email address or contacted us by mail, phone, or text before shutting off such an important service. We should not have to wait 3 days or more for service to be restored and should not be required to pay for their error.

  Business Response

  Date: 02/11/2025

  Hello **** ****.

   

  I hope this email finds you well. We apologize for the inconvenience that you experienced when working with our call center. As part of our communication process, we send nine emails to the email address on-file to ensure that we are giving our customers enough notice to call in to make arrangements or to process the payment. Reviewing the account, it appears that the email address at the time of order was misspelled and has since been corrected with our last interaction. Our Billing Escalation team does not work on Sundays and so we were unable to review the disconnect fee until Monday 2/10. Through our standard processes and customer service guidelines it met the criteria to be waived, and a credit has been applied to the account and a refund issued back to the card that processed the charge. 

  Our Billing Manager has attempted to make contact as well to discuss anything further. If we do not hear from you, we will assume that you are satisfactory with our standard processes and close out the ticket on our side. If you would like to discuss anything further, please let us know or call in. 

   

  Thank you,

  Race Communications. 

   

• Initial Complaint

  Date:12/23/2024

  Type:Delivery 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.

  While submitting an order for Race communications fiber optic based telephone and internet service, our club was notified that there could be some delay as they developed certain areas around *********. That was back in July of 2024. Since then, repeated queries by email have resulted in the same non reponsive reply. Here is an example of the most recent response:"Hi ****, We are currently actively expanding our infrastructure in *********, and our engineers do not have any timelines available for release.Apologies for the inconvenience. Have a great day!Race Communications All I was asking for was a timeline of any sort . . .1st quarter, 2nd quarter etc but they are unwilling to provide ANY information

  Business Response

  Date: 12/27/2024

  Hello Mr. ************* apologize for the confusion that you may have received from our call center. ********* is an ongoing project for Race Communications. With construction and permitting being huge variables surrounding our releases in the area, it is hard to pinpoint the exact time frame for the area to be released. However, that does not stop our commitment to continue construction in the area. We continue to release and install more and more homes each month as construction is completed. You have already completed the first step by placing a pre-order. Once your zone is released, the next step will be for a representative to reach out and schedule the installation at the location. Once the installation is scheduled, our ********* will come onto the property to bring the fiber from the street to the home's exterior, which will happen before the scheduled installation date. Please ensure that your contact information is current to ensure that once the area is ready, we can move you onto the next steps or keep you in the loop with any developments related to the ********* area. We are hoping to complete the project by the end of the 2025 year.

  If you have any further questions, please do not hesitate to contact us at ****************

  Thank you

  Race Communicaitons

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22724028
  
  I am rejecting this response because:

  Although the reply appears to be genuine and worded well, it is still not much different that the reply I got from the Service Desk.

  I understand there are "difficulties" with obtaining permitting for various zones, but that does not explain why they do not have a plan, and therefore a timeline for submitting these request for approval. 

  At least let me know what zone I'm in and which zones are being submitted first and the expected time needed for approval. 

  If the City of ********* is the holdup, then say so and I will address them, otherwise, step and do the job.

  
  Sincerely,
  
  **** ***

  Business Response

  Date: 01/06/2025

  Good *************************** appreciate your understanding the "difficulties" with Construction. The best way to keep up to date on the Yuba City Project is to inquire as a lead or place a pre-order. Once a pre-order is placed, emails are sent monthly to those who have ordered keeping them the most in the loop surrounding the project in the area. If there has not been any update in the specific area, we have an email template that informs you know that a pre-order is still in place and to sit tight. With our construction approach, we focus on all areas within the markets we work and typically work on mass permitting the cities on which we work. By adapting this model, it allows us to continue to light up sections as opposed to waiting on a single permit for an area to receive services.  If there is a hold up or discrepancies that have to be worked out, it does not stop construction happening within the areas. We are committed to finishing the Yuba City Project, with more homes being released each week and a target goal of completing by the end of the 2025 year. 

  As per your request, I can provide the zone of which ****************** falls within. 

  Section 10.

  The section number has nothing to do with the order of which it will be worked as crews are focused in areas that permits are good to go. We have homes released in several sections across ********* and some may require more work or a tie in from another area. This can explain why you might see some crews working in the area and then not again for some time. As we get closer to a targeted release, we can provide clearer details other than by the end of the year. 

   

  We hope this information provides a little more insight to how are building out our ****************. Our goal is to light up homes as quickly as possible to try and bridge the digital divide that a lot of our subscribers feel with their current providers. 

  Please let us know if we can be of any further assistance. As always please keep your contact information up-to-date to ensure that we communicating to the right place. 

   

  Thank you,

  Race 

  Customer Answer

  Date: 01/07/2025

  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 even though it does not specify what the holdup is or what quarter of 2025 we should expect service.
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:12/14/2024

  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.

  Very disrespectful poor service unprofessional I wish I never went from spectrum to this company the very worst experience I ever had there is no manager to speak with when u have an problem customer service is rude they argue back with you instead of resolving the problem they also encourage you to cancel then put in a disconnection at 4am after youve already paid online without your consent omg I should of never left spectrum not happy with this service at all

  Business Response

  Date: 12/24/2024

  Hello Mrs. *************** apologize for the confusion that may have occurred with the experience with the Customer Support Team. We pride ourselves on excellent customer service and want to ensure that your case was handled the right way. One of my Managers will be calling you tonight to review the case and go over any concerns that you have. We appreciate your continued support and happy to see that you have reactivated services with us.

  Please let us know if we can be of any further assistance by contacting our call center at ************. 

  In the meantime, for this case, one of our **************** Managers will call you directly and if they are unable to make contact they will leave a voicemail. 

  Thank you,

  Race Support

• Initial Complaint

  Date:09/21/2024

  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.

  Im going internet tampering. Internet working when bill is supposed to be shut off, now paid bill and now there is technical issues which cant be mended without a tech coming out which may or may not require a large payment. Ongoing stalking and harassment continued to frame mother and children. A few workers from race is involved in large targeted harassment and violence. Knowledge of mom and kids being abandoned and knowledge of prevention to access of online knowledge and services, could be prevented. Involved in disteki deuther watch (army cid, ect) given to Naws two weeks ago, sent to house in ****. *** confirms it is not in my possession.

  Business Response

  Date: 09/24/2024

  Hello *******,

  We apologize for any inconvenience or misunderstandings that may have occurred. We take complaints surrounding harassment very seriously and would like to investigate further. Unfortunately, the information provided does not allow us to find your account to review further. Can you please give us a call at ************ and speak with our managers to address this concern. Or, If you would like, we can give you a call. Please note that we must verify the account before we can discuss any personal details that may be related within the ticket. 

  Please let us know how you would like to proceed and work towards a resolution. 

  Thank you,

  Race Communcations 

• Initial Complaint

  Date:08/05/2024

  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.

  I called Race to switch over to their service. We scheduled an appointment but a tech arrived early when I was not home to check the yard where the install would happen. They never explained this would happen or that they would attach a wire across my yard.I contact customer service asking them for an alternative or for them to remove their equipment. They agreed to contact me but never did.

  Business Response

  Date: 08/06/2024

  The installation of the overhead drop line for this customer was completed on 5/20, prior to the scheduled install on 5/21. Standard procedure is to let the customer know at the time the install is scheduled that the crew will be completing the drop prior to the scheduled install appointment, that this work will not require access to the inside of the home, and that the customer will not need to be present. 

  ********************** contacted us prior to his install on 5/21 to express concerns with the overhead drop and to request that we explore alternatives. He spoke with one of our Field Supervisors that day and opted to cancel the order prior to installation. The installation was not completed and the account was never activated.

  Our notes do not indicate any damage that required repair or that any further contact was requested. We are happy to work with ********************** to rectify his concern but we will need more information about what needs to be repaired.

  Our Customer Support team can be contacted directly at ************ or by emailing ****************

• Initial Complaint

  Date:03/07/2024

  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.

  On March 1st construction crew tore into my yard, and dug up my sprinklers. During this process they undermined my driveway, compromising its integrity. While placing their telecommunications line they made an uneven lip where my driveway meets the sidewalk. Its a tripping hazard and a safety issue. They didnt even put back the basketball hoop they moved without permission. Now Ill be lucky if I dont trip and break a bone while walking my trash toters to the curbside. They left tire marks and mud all over the place. They sat in my yard smoking cigarettes and drinking alcohol (I have video evidence) I have video and photo proof of before and after the bad work and the now dangerous safety violations. I plan on filing a grievance at city hall first thing in the morning. Just because you have a permit does not mean you can leave an unsafe liability on my property. Went out and tried to talk with the crew, not one of them said anything to me, as they only spoke Spanish.

  Business Response

  Date: 03/15/2024

  Good Afternoon *** ******************* appreciate you bringing this to our attention. Since this complaint has been filed, we have been in communication about the situation. We have reviewed the video footage along with damage in question and have made arrangements to make repairs. Feel free to contact us directly with us and we can follow our processes to rectify the issue.

  We hope to have taken care of the issue and if you have any further concerns, please get in contact with us at ****************

  Thank you

  Race Communications

• Initial Complaint

  Date:03/04/2024

  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.

  I am not liable for this debt with race communication,I dont have a contract with I.C. System,inc

  Business Response

  Date: 03/05/2024

  Hello *************,

  We appreciate you bringing this matter to our attention. We would like to look into the details further so that we can see *** have happened. Can you provide more information like a Service Address or Account number that would have been linked to us? It appears that this information was missing with this submission. With those details, we can review the Billing side of the account. I.C. Systems is our 3rd party collections agency that Race uses in the event that a customer has not paid in over 90 days without contact. We attempt to make contact before using our 3rd party agency whenever possible as most of the time it might have been related to someone moving and leaving equipment behind. 

  Please give us a call at **************** and our ****************** will be able to discuss any details. Or, please provide some information that I can use to pinpoint your account to further assist you.

  We apologize for any confusion that this *** have caused. 

  Thank you,

  Race Communications 

• Initial Complaint

  Date:03/01/2024

  Type:Order 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 02/26/2024, Race communications replaced a section of sidewalk in front of my residence. While doing so they destroyed a 30 year old section of my lawn, leaving it very undesirable. Race also installed a utility box in my lawn causing my lawn to sink in the location and the box was haphazardly installed and unappealing. **** told me to confirm the property lines with my city and that they were closing the ticket and not repairing the damage they did to my property where I have lived for 30 years. I am a disabled veteran and nit able to restore my property to where it was prior to them coming and inconveniencing me.

  Business Response

  Date: 03/05/2024

  Good Afternoon, **********************.

  Thank you for bringing this matter to our attention. We apologize for any inconvenience this may have caused. As a CLEC, Race is able to apply for permitting to work within the easements. Typically, the easements are owned by the City or Utility companies, depending on your area. Once we have a permit, it allows us to build new infrastructure within those easements. Sometimes the easements can be on the property further back than Homeowners are aware and can lead to confusion. Reviewing the photos, it appears that the lawn was needing to be trimmed within the easement for us to make repairs to the sidewalk. If you like, we can use the existing ticket that we have opened and get someone out to review the property. Based off the pictures, I am not sure there is anything more we can do without causing more damage to the lawn. The section appears to be about 1-2 inches wide but none the less, we can have someone review the section to see if there is anything further, we can do.  

  Please give us a call at **************** and reference your ticket number (#******) and an Agent will escalate the ticket or reply here and we will escalate the ticket for a site visit. We apologize for any confusion that we may have caused and hope to remedy this issue quickly.

  Thank you,
  Race Communications 

  Customer Answer

  Date: 03/06/2024

  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:02/16/2024

  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.

  Race Communication has dug up my yard without permission destroying our sidewalk, front yard, sprinkler system and our backyard has also been destroyed due to the damage of sprinkler system. I have reached out to Race Communications management and the city of Lancaster and only the sidewalk has been repaired.

  Business Response

  Date: 02/20/2024

  Thank you for reaching out to Race Communcations. We have been able to find a ticket number related to the complaint in question. Ticket # ******, On 08/07/2023 ****** reached out with concerns surrounding the concrete and sidewalk within the City Easements around ********************************************* **. We then sent this information over to our PM in the area who had already been in contact with the ***************** about Kelvins concerns surrounding the concrete being a trip hazard. Our sub-contractors made contact with ******, discussing the detailed around the concrete and it's repairs. The concrete was repaired, and the ticket was closed out as repaired. Our follow-up with the city would indicate this had been resolved.

  Moving to today, this would be the first time we are hearing about the sprinkler system and would have no problem reviewing the details surrounding that piece. If the lines were inside of the easement, how the damage looks, we should be able to pinpoint if it was something our side.

  Please let us know if you would like to discuss this further, if so, please give us a call at ************ and reference ticket# ******.

  Thank you
  Race Communications

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21305286
  
  Subject: Complaint and Rejection Regarding Unauthorized Easement Construction
  Dear RACE Communication,
  I am writing to express my deep dissatisfaction and concern regarding the recent construction carried out by RACE Communication on the easement adjoining my property located at ***************************************************************]. It has come to my attention that without any prior permission or knowledge, your company has undertaken construction activities that have resulted in significant damage and hazards to my property.
  Firstly, the construction has led to the damage of several sprinkler systems installed on my property. As a result, my lawn has suffered severe damage, with portions of it now exhibiting dead grass and visible signs of distress. This not only impacts the aesthetic appeal of my property but also poses a considerable inconvenience and financial burden for me to rectify.
  Moreover, the construction has caused irreparable damage to the sidewalk adjacent to my property. The sidewalk has been left in a hazardous condition, with uneven surfaces and cracks presenting a clear danger to pedestrians, including myself and my neighbors. This poses a serious safety concern, especially considering the potential for accidents or injuries, which could result in legal liabilities for both your company and myself.
  Furthermore, the construction carried out without proper authorization or consultation reflects a blatant disregard for property rights and regulations. As a property owner, I have the right to be informed and consulted about any activities that *** affect my property. The lack of communication and transparency in this matter is unacceptable and has caused unnecessary inconvenience and distress.
  In light of the aforementioned issues, I must formally reject the construction carried out by RACE Communication on the easement adjoining my property. I request immediate cessation of any further activities that *** impact my property, and I demand prompt remediation of the damages caused. This includes repairing the broken sprinkler systems, restoring the damaged lawn, and ensuring the safe and proper repair of the sidewalk to eliminate any hazards.
  Additionally, I expect a formal apology from RACE Communication for the inconvenience and damage caused by this unauthorized construction. Furthermore, I urge your company to review its policies and procedures to prevent similar incidents from occurring in the future and to establish better communication channels with affected property owners.
  Please acknowledge receipt of this letter at your earliest convenience and provide a timeline for addressing the issues raised herein. Failure to do so will leave me with no choice but to explore further legal recourse to protect my property rights and seek compensation for damages incurred.
  Thank you for your prompt attention to this matter.
  Sincerely,
  *************************
  ************
  *****************
  
  

  Business Response

  Date: 03/05/2024

  Good Afternoon, ****************.

  We appreciate you brining this to our attention. We want to ensure that we are following all the guidelines when it comes to new infrastructure being built within the City of Lancaster. As a CLEC, we can apply for permitting to work within an easement. There are several types of easements but typically they are owned by the City or *************** in the area. By being granted a permit to place infrastructure, we are allowed to build within the areas of which they are granted. Water and Power companies also use these easements for their infrastructure as well. We apologize for any confusion that *** be surrounding the easements. 

  Reviewing the ticket notes back from the original ticket #******. The sprinkler system was not mentioned as being damaged and this BBB complaint was the first-time that Race had heard of this issue. The sidewalk has been repaired and we received confirmation back from the City of Lancaster that it was acceptable back in August. I have attached a picture showing the repaired sidewalk. We are being proactive in reviewing the sprinkler systems. We have attempted contact to the phone number listed via voicemail and text. We did get a reply back to the text but have not heard anything back after the initial answer. Our assessment shows that there was not any sprinkler systems in the area of which we worked within the easement, however, we know that sprinkler systems do not always follow normal guidelines. Our Project Manager, *** would like to meet with you to review the damage in detail and work towards a resolution. 

  We are using the existing ticket number for reference. (Ticket#******) Our PMs number is the same as the text message. **************. When making contact just provide the name and address and our PM will schedule a time to review the sprinkler system and sidewalk repairs with you present. Please reach back out to us ASAP. If our construction to build infrastructure did cause damage to the system, we can discuss the next steps to remedy the issue from there. 

  Again, we apologize for any confusion and hope that we can resolve this matter quickly. 

   

  Thanks
  Race Communications