ComplaintsforLightspeed Utility LLC

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Lightspeed utility was contracted through ATT Dec 2023 to bury a wire. They came a week earlier than what was scheduled and proceeded to cut an invisible fence and leave a big mess in my yard. I did everything they asked i.e. pictures and receipt for the repair in Jan 2024. When I enquired about the refund I was told they are back logged and it will be taken care of in the order it was received. It is not June 2024 and cannot get a hold of anyone.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11-2-22 Lightspeed Utility buried ****s fiber optic cable to our house. On 4-12-23 we had the water turned on to our irrigation system and found that one of the main irrigation lines had been cut and broken where Lightspeed buried the cable. After several conversations with **** I was told to contact a ********************* at Lightspeed. I did and sent him all the information he asked for. On 6/23/23 he confirmed that the documentation I sent him was exactly what he needed and he would be sending me a Release Form to sign electronically and that confirms that for a payment of $197.30 the claim will be considered resolved and closed and he would submit the claim to be processed for payment. Then on 7/12/23 he informed me that due to security issues the only resource for paying damage claims would be by aOne Time ACH Transfer Form to my checking or Savings Account. I told him l would not put my checking account information on the internet. On 7/12/23 ********************* called and left a message saying he understood and they have had several people who dont want to give that type of information and when they get the problem resolved they would get me on the list and get me my check. I have called and emailed him several times since then and he doesnt respond. Hope you can help me and Thank You.

  Business response

  09/13/2023

  Good morning, as your initial process of ACH was not preferred, a check was procured to be mailed out today 9.13.23. It is being sent via certified mail and will need to be signed on delivery. 

  Customer response

  09/18/2023

  Within minutes of your latest Email I received an email from Lightspeed Utility saying that a check for $197.30 would be sent to me by registered mail. I received it today (9/18/23) and cashed it today. 
  Thank you BBB! You did a good job and relieved a lot of stress from this 85 year old man. Thanks again!!??

  Customer response

  09/29/2023

  Thank you BBB for your time and effort in resolving my problem with Lightspeed Utility.

  I was getting nowhere with them till you got involved. Thank you, Thank you!

• Initial Complaint

  08/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 5/5/23, ATT had contracted Lightspeed Utility to use a trencher to bury my newly installed fiber optic cable line on ****************. Upon doing so, **********'s operator damaged and ripped off part of the vinyl siding off the side of my house. Lightspeed accepted responsbility for the claim and has agreed to pay me $1,050 for the damages, but ******* for claims ********************* nor anyone at Lightspeed Utility will return any of my phone calls or emails. I was told by **** via email that my payment was sent to AP on 7/14/23 for processing, but that department is backlogged. I am wanting my promised payment from Lightspeed ASAP. I have signed and returned release forms to Lightspeed releasing them of responsibility for the damage, but I am still owed my payment to fix the damages that occurred on 5/5/23. I have pictures, emails, and phone call log history of our interactions. I am wanting to be contacted ASAP.

  Business response

  08/23/2023

  Good morning! 

  It is never the intent of Lightspeed to delay payment for any damage related issues. 

  Lightspeed has encountered a number of issues with the claims process. As a result of the issues, we have had to slow roll our process to ensure that the damage that occurred is in fact the responsibility of Lightspeed and not one of their operating partners. That doesn't suggest that Lightspeed isn't willing to resolve the issue, it only put an emphasis on following protocol for the organization. 

  **************** is just the messenger and should not be named personally in a matter that he, himself isn't responsible for. **************** follows the outlined process to ensure that things are handled timely. However, the payment portion of the process is handled by an outside organization. We will follow up to ensure that this is expedited. 

  We apologize for any delays in this matter!

  Best, 

  Customer response

  08/23/2023

   
  Complaint: 20477772
  
  I am rejecting this response. Your company has failed to answer repeated phone calls and emails demanding answers. ********************* is blatantly ignoring my phone calls and emails at this point. I already signed the paperwork and submitted over my banking information to pay me the money I am owed for the damage caused and your company has an obligation to pay me for the damages caused to my home. I am filing a lawsuit in small claims court due to the lack of communication and signed agreement that I would be paid $1,050. I have also filed a complaint with the ******* Attorney General and a certified letter is being mailed to your company. The delay in the claims/payout process is simply not my problem to deal with. The damaged occurred in May of this year and it's already September and still no payment has been exchanged. 
  
  Sincerely,
  
  *********************

  Customer response

  08/28/2023

  Can your team assist in gathering an update from Lightspeed? I am planning on filing the lawsuit against their company, but their failure to communicate and coordinate with me is on their side. Their response back to my complaint makes no sense as to why my payment is still delayed from them. 

   

  Thank you. 

  Business response

  09/19/2023

  This claim is scheduled to be paid by 9.22.23. **************** has been informed of this

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** had to come out and dig a new line. While doing so, they cut through our invisible fence, even when it was marked. We filed a claim and was assigned to ***********************. Last correspondence was on 4/12/23. He refuses to answer any emails or any phone calls. We have contacted him MULTIPLE times. He claimed on 4/12/23 that they were in the process of reimbursing us our $275.30 that we paid out of pocket to fix ****'s negligence. We still have not been reimbursed nor any professionalism from this company. This is extremely poor company practice as you can see this same issue has occurred multitude of times with other customers. DO NOT USE THIS COMPANY!!!

  Business response

  07/11/2023

  The *** for direct payment has been batched by our Accounts Payable and is scheduled for direct deposit within the next 3-5 business days.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a claim with this company since September 2022. They were the subcontractor for ***** They were responsible for burying the fiber optic cable that was installed on my property. In doing so they cut the wiring for my ********************* to my house. I was without water for two days. I submitted the claim with the requested documents and photos. I still have not been reimbursed. I have made numerous attempts both by phone and email with no response. Twice I was given a date I would be reimbursed and twice this company did not reimburse me for me having to hire an electrician and a well company to reconnect my well water line. They will not return any phone calls, nor answer any emails since December 20, even though they told me I would be reimbursed. I filled out all of their required paperwork. Their company cut my well water line, I was without water, I had to pay to get water reconnected and they should pay for cutting the well line.

  Business response

  01/17/2023

  Good morning! 

  Lightspeed Utility LLC. takes these types of notices very serious. 

  It is not our intent to delay any type of claim for any reason. 

  Lightspeed Utility LLC. has experienced some fraudulent activity in our operation that has adversely affected the way we do business in the last few months. This activity has unfortunately caused delay in the process to resolve this type of claims. Lightspeed Utility LLC. is working to resolve this specific claim as timely as possible.

  Our normal process would be to issue a check once a ROL (release of liability) has been signed. As a result of the fraudulent activity, Lightspeed Utility LLC. will be issuing a Cashier's check to the claimant in the next 7 business days. 

  Please accept our apologies as this is not standard practice for Lightspeed Utility LLC. 

  Respectfully, 

  Customer response

  01/17/2023

   
  Complaint: 18818600
  
  I am rejecting this response because I have been told 3 times the check is in the mail. Once I receive the reimbursement payment I will accept the outcome. 
  
  Sincerely,
  
  *************************

  Business response

  02/14/2023

  Good morning! 

  Lightspeed has continued to have open lines of communications with our complaints regarding damage to property or otherwise. 

  Lightspeed Utility LLC. is a telecommunications construction company that uses 70% subcontract labor to cover work in multiple locations. The process here has been that the responsible party for the damage must communicate with the complaint to cover the cost of the damage or make repairs. Such communication has been delayed as some of these claims are from former subcontract relationships. Lightspeed has stepped in to communicate with the complaints and the make an effort to resolve timely. However, Lightspeed Utility LLC has had to overhaul their claims process due to fraudulent activity on behalf of the complainants in the past. 

  That new process now requires a thorough investigation and review, regardless of the claim to ensure the appropriate action is taken to resolve. Additionally, we no longer issue checks as part of the process, we issue Cashier's Checks to avoid the fraudulent activity. 

  Lightspeed has started to move through this process and will be finalizing payments to those who have outstanding claims. 

   

  Respectfully,

  Customer response

  02/14/2023

   
  Complaint: 18818600
  
  I am rejecting this response because:
  
  It has been 5 months and LightSpeed has acknowledged 3 times that my claim is approved and they will reimbursing my for the cost to reconnect my water well when they cut the well line to my house. I continue to get the run around. When ********** responded to this BB compaint in mid-January they said a cashiers check will be mailed within 7 business days. They lied again. They cut the well water line to my house and I was without water so I had to hired an electrician and well company to get water to my house. I wont give up on getting reimbursed. They were at fault, thru acknowledged they were at fault, and they still lie about when I will get reimbursed.
  

  Very disheartening! 

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

  Business response

  02/28/2023

  Good morning! 

  Lightspeed Utility has been in contact with claimant. A check has been mailed to her. 

  Additionally, *********************** followed up with an email letting her know that she should be receiving the payment in a few days. All claim checks have been sent out via US Mail as First Class. 

  Please see the attached. 

   

  Respectfully, 

  Customer response

  03/24/2023

  In August, this company damaged my well that provides water to my house. They agreed they were at fault and in November agreed to reimburse me for the expenses I incurred to get my well repairs. In November they said they would send payment via ACH, it never happened. In December they said they would said payment via ACH, it never happened. In December they said they would mail a check, it never happened. In January they said they would mail a check within 7 business days, it never happened. In February they said they would send a check. At the end of February I received a check mailed to me via certified mail. The check has not cleared and their bank has a hold on it. It's one lie after another. At this point, they sent me a dishonored and fraudulent check. I have filed a complaint with the Floriday ************************** I am asking for them to reimburse me for the agreed to amount of $1,512. I have all of the documentation of them admitting to the wrong doing and that their company is responsible for the damages to my well. All they need to do is honor the check.

  Reimburse me for the expenses I incurred due to their negligence and damage to my welll.

  Business response

  04/14/2023

  An ACH payment has been sent to rectify any issues with reimbursement. This has been confirmed by HR.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lightspeed Utility caused property damage from the installation of our ATT service wire on 6-29-22. During the instillation, they dug up the entirety of the are between the house and the cable line in the front yard. They destroyed the low voltage lighting damage, both to the wiring and the lights, and some landscape plantings in the path of the trencher machine. Listed Below are the following:1. Front ******** tile damage 2.Low voltage landscape lighting damage a.Damage to low voltage box b.Damage to GFCI outlet c.Damage to post d.Damage to underground wiring (site unknown but multiple possibilities)3.Front walkway lighting damage 4.Yard landscaping damage a.4 x 25 defoliated area in front yard b.Damage to ornamental grasses near house c.Damage to grass near front walkway Front ******** tile:Damage clearly from machine with track leading directly to damaged areas on clay ******** tile.Even that this damage is clearly due to Lightspeed's work, they are refusing to pay the damage that they caused.

  Business response

  01/24/2023

  Good morning! 

  Lightspeed Utility LLC. is a ************************** with locations throughout the US. Lightspeed Utility has a number of W2 resources as well as partner groups / sub-contractors. 

  The largest majority of our work is performed by partner / sub-contract groups. In this instance, the work was completed by one of our partners. Our process upon being notified by a customer is to notify the partner / sub-contractor of the said damage and give them the appropriate amount of time to respond and investigate the claim. Failure to do so prompts Lightspeed to step in and handle the claim with the customer and internally recoup the damage cost. 

  While we take these types of claims seriously, Lightspeed has had a number of fraudulent issues with our claims process forcing Lightspeed to overhaul the process to expedite the claims process with clarity and precision. Lightspeed once issued checks to customers regarding damage claims, however, due to the fraudulent nature, we are now issuing cashier's checks to customers. That is a process that takes time, our intention is not to delay payment but to normalize the process so that Lightspeed isn't running a check request with our financial institution on a daily basis but rather a batch date to make tracking easier for all involved. 

  Lightspeed remains in communication with the customer and will be issuing a settlement amount within the next 10 business days. 

  Respectfully, 

   

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had a claim with this company. They were the subcontractor for ***** They were responsible for burying the fiber optic cable that was installed on my property. In doing so they cut the wiring for my invisible fence. I submitted the claim with the requested documents and photos. I still have not been reimbursed $129.60. I have made numerous attempts both by phone and email with no response. I realize that its not a great deal of money. But better in my pocket than in theirs.

  Business response

  09/21/2022

  This particular incident has gone through the normal claims process through Lightspeed Utility. A representative collected the appropriate information, built a claims package, and forwarded said package for investigation where it was approved, and sent to accounts payable. A check has been issued to the claimant which is due to arrive in 7 - 10 business days from the date of approval.

  Customer response

  09/22/2022

   
  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,
  
  *****************************

*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. ↩