Complaints

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:09/25/2024

  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.

  T1902518 is the number one the truck that was blowing his horn at me for driving 25 miles an hour on main street **************************. Passed me at a SCHOOL ZONE, with his window down screaming at me. There are cameras there that takes pictures if you speed. He was very rude. He isnsupposed to male your company look good but all he did was made an embrassment to the company. How dare he pass anyone over the double lines and at a school zone. It will not let me upload the picture of the white truck. If you can email me, I will send you a picture of the truck. I am hard of hearing, please text me or email me. Please talk to this MAN and explain he cannot drive like he did and he made your company look so bad. Other cars saw this and was shaking their heads at this man. He passed me at a school zone over double yellow lines and screaming at me all because I was going the speed limit. September 24th in ******, **.

  Business Response

  Date: 09/26/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the unacceptable behavior you described on September 24th in ******, **. Safety and respect on the road, especially in sensitive areas like school zones, are top priorities for our company, and we are deeply concerned by the incident you described.

  We take these matters very seriously and have initiated an internal investigation to address this behavior. Our drivers are expected to represent our company professionally and courteously, and we will take the necessary actions to prevent this from happening in the future. I understand that you were unable to upload the picture of the truck, and have already emailed you directly so we can further investigate. If you have any additional details, please feel free to reply to my email directly. 

  I apologize once again. Thank you for bringing this to our attention and helping us maintain the standards that our community expect from us.

• Initial Complaint

  Date:07/02/2024

  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.

  We submit miss utility tickets daily for our job. Regularly, the ticket gets returned as "marked" when it is not. Our business then sends out a crew of multiple people to a job site, but we are unable to work because the yard has no utility marks. We lose hundreds of dollars each time this happens. Sometimes weekly, the yards are mis-marked causing cable lines to be damaged. Our crew has seen the Utiliquest worker take out his paint and just mark straight point to point without actually tracing the cable line, to which we then hit the line because it was then entirely mis-marked. We have had many times we had to submit multiple 3 hour notices and the ticket still doesn't get marked. (then delaying our work, and crew, costing us a lot of money)

  Business Response

  Date: 07/03/2024

  Thank you for contacting us *******. 
  
  I will be calling you and emailing you today to better understand your concerns so we can find a resolution to support your team in ********* 

• Initial Complaint

  Date:05/17/2024

  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.

  I am trying to get my utilities marked on my property, as I have done in the past. Unfortunately, my ************** and Internet providers have assigned the company UtiliQuest to the task of marking them on my property. The company was supposed to mark them several times on 5/15/24 and 5/17/24, but failed to do so. They have stated that there is 'No Conflict', when this is not the case, as one of the utilities (the internet wire) is now unearthed.

  Business Response

  Date: 05/21/2024

  Hello *******************,
  I apologize for the confusion regarding your locate request.I spoke to our State Director this morning and he informed me that his team revisited your location on Friday to review the locate.

  Has the local operational team met your expectations at this time?
  
  Again, I truly apologize for the confusion and appreciate you reaching out to us directly to have this reviewed. 

  Customer Answer

  Date: 05/21/2024

   
  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:03/22/2024

  Type:Sales and Advertising 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.

  A UtiliQuest truck, T2104127 with license number ********, fails to stop at the stop sign, cut in front of my car. I had to slammed on my brake. The driver had the audacity to raise the middle finger at me. Very unprofessional!

  Business Response

  Date: 03/25/2024

  ***,
  Thank you for bringing this to our attention and providing the vehicles information in your notification. Ill be launching an internal investigation to manage this situation appropriately.
  

  I apologize for the behavior that you outlined and will address this immediately. Our goal is to servce the communites we protect and not interact as you outlined. 
  

  Sincerely, *********************. 

• Initial Complaint

  Date:12/05/2023

  Type:Sales and Advertising 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.

  Servicer-provider knocked on door requesting access to backyard because one gate was locked. I told her I had to get dressed and would let her in. Offered to let her in the back gate. She asked me to leave. I said I would stay and observe. She refused to come in. I asked for contact information for her supervisor. She refused to provide it but put me on her phone with her purported supervisor. I asked for his number. He gave me a fake number. She remained parked in front of my house for a long time. Incredibly unprofessional in both content and tone.

  Business Response

  Date: 12/07/2023

  We've received this complaint and I personally made a phone call to ************************ at 10:20am EST on 12/7/2023 to better understand the siutation to ensure we manage it correctly internally. 

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair 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.

  Utiliquest locator showed up to mark utilities for a driveway extension. Technician stated that he would be marking and no other comments made. While conducting business online I heard a commotion at the utility box on the side of my house and shortly thereafter lost internet connectivity. I confronted the technician that he never told me about having to access my utility boxes on the side of the house. I told him that I wanted a supervisor, but another technician showed up and he stated that nothing the first technician did should have knocked the internet out. Both technicians left without marking the utilities even though I stated I was done on the internet and they could proceed. Ticket 230727-001244

  Business Response

  Date: 08/01/2023

  Hello ***************
  I apologize for the confusion at your home ********************. I have reached out to our State Director to have our local operational team get in contact with you to ensure the utilities we are contracted to locate are located for the excavation job in your area. I apologize again for the confusion and did want to let you that we are not legally authorized to attempt any kind of repairs on utilities in the area.I apologize again for any inconvenience that has caused any delays in your excavation project. 

  Sincerly, Nick- 

  Customer Answer

  Date: 08/08/2023

   
  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:10/26/2022

  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.

  UtiliQuest truck parked across the street from my house. *** gets out. Come to Check my father car . I go out to find him and he went back to his truck. ZERO permission granted to walk on my property, I have cameras all over my place this is the second day that hes back and parked to the side of my property the truck number is T1704251 and hes just like stalker looking at my home and dont leave any notes .

  Business Response

  Date: 10/26/2022

  
  Hello ******,
  I apologize to have caused you concern at your home. I did some research in your neighborhood to help identify who generated the 811 ticket number (A206101757) that legally mandates all utilities in the area to visit your area to ensure that any excavators are safe while digging.
  
  I wanted to alert you of this since I noticed there are other utilities in the area notified of this excavation project that UtiliQuest doesnt manage which means more people should be visiting your location due to the ticket notification I mentioned. Below are some other utilities on the ticket.
  
  ******************** / FAIRFAX WATER / NORTHERN ** ELECTRIC / *******
  
  I again apologize for our technician causing you concern and Ill speak to our Director about it in the State today. I did also find that the company below is who called in the ticket and that they are completing road maintenance in your area in case you had any questions.
  
  ************************ CORPORATION
  9469 ***************** ******** ** 20109
  Phone: ************
  Name: **********************;    
  Phone: **********
  Email:  ********************************************
  
  If you have questions about the ticket,you can dial 811 from any phone to speak to a live agent, just give them that ticket number. If you have questions about the project, Id suggest reaching out to the excavator directly. I hope all this information is helpful and apologize we caused you any aggravation at your home. 

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair 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.

  UtiliQuest truck parked across the street from my house. *** gets out. Walks up my driveway in backyard. I go out to find him and hes slithered between neighbors house and back to his truck. ZERO permission granted to walk on my property, up my driveway, and disappear. Why is it theres not a single public phone number to contact this outfit?

  Business Response

  Date: 08/30/2022

  Good morning, *********
  I identified the States 811 locate ticket (A223900318) that was called in by your neighbor at *********************. This locate ticket alerts all the utilities in the area that excavation will occur, and legally mandates that the utilities **** their underground infrastructure to keep the excavator safe when digging.
  It stated on the ticket that your neighbor is tying into an old fence in the rear of their home, so the technician was reviewing the excavation work to ensure the gas was ****ed correctly since UtiliQuest is contracted by the gas company in your area.
  I apologize that you were not alerted of this activity in your area, and I wanted to let you know that we are only authorized to **** the gas lines in your area. There will be other utilities or utilities contractors in the area to ensure that all the underground lines are ****ed before excavation.
  If you have any questions regarding this or any locate ticket in the State, you can dial 811 from any phone to speak to a live representative with the call center. UtiliQuest is not associated with the 811 centers but do receive ticket notifications from this group.
  I hope this information helps and apologize again that you were not made aware of this excavation in your area. 

  Customer Answer

  Date: 08/31/2022

   
  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,
  
  *********************