ComplaintsforUSIC

Utility Locating

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Initial Complaint
07/26/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have been waiting for over a month for a simple Ticket order to be started and completed. I originally called 811 " call before you dig" so that the contractor USIC can come to my property survey the ground before I dig, they still haven't done it. I have been given the run around by this company for over a month. Calling them gets you the dispatcher and they will " have the supervisor ***************************** ************** or ************************* **************, ********************** **************, Or the ******* manager *************************** **************. Not one of these individuals calls you back nor do they make there technicians complete the job in a timely manner. I as a customer did the right thing by calling and asking for my back yard to be survey for any under ground utilities before I dig and possibly hurt my self or damage some utilities as power, cable, water and sewer etc. ************ should be held accountable for the lack of professionalism especially for a service that our tax dollars pay for and for a customer doing the right thing by doing what the state of ******* requires us as residents of this state and county. ************ should definitely receive a bad remark from the BBB so others do not go through this.
Business response
07/22/2024
While reviewing this complaint I noticed that the names that were being contacted do not work for USIC, so this could be why nobody responded.
After searching the address for the ticket number, I found that the scope of the area requested is clear of all the facilities that USIC is responsible for to locate.
Thank You,
JoeGrosklos
Associate Director ******* / *******
C: ************
********, ******* 33309

Customer response
07/22/2024

Complaint: 21950325

I am rejecting this response because: Why did it take so many attempts to get this ticket along with the others for the same job completed. The names given were from your company's dispatcher. You are just trying to pass the buck off on some one else for your mistakes. I simply asked for answers and still have none. I have till this day never received a call as told I would so many times. Its simple you and your company failed at their jobs.

Sincerely,

***********************************
Business response
07/22/2024
The postive response sent back to 811 was clear of the facilities USIC is responsible to locate.
Initial Complaint
06/06/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 4/18/24, ******************* (their Job #*******) severed the neutral line per ********* while digging in my next door neighbors yard (the Halls at ******************************************************************************.) & caused a huge power surge & loss of power in my home (*********************************************). I contacted ********* on 4/23 to file a claim who in turn contacted ******************* who then apparently contacted USIC. Received a call on 4/24 from Mishuan at USIC who indicated reimbursement for damaged items was above her pay *********** had to refer me to the USIC claims manager. On 4/24, ************************* from USIC confirmed USIC was at fault & took pictures of the damaged items in my home & indicated someone from USIC would contact me. Not hearing from anyone, on 5/9 I called sent ************* a text message because her voicemail was full--no response! On 5/15 spoke with ****** who said she would follow up & call me backno response!. On 5/15 through USIC website submitted a comprehensive email regarding the incident & the damaged items with no response. On 5/19 spoke with ****** again & again no call back. On 5/22 called USIC *************) spoke with ***** who referred me to ****** who gave me the USIC claims email ID. On 5/22 submitted another comprehensive email explaining the incident & all of the damaged items to include the items/prices/installation costs to *********************************************************** On 5/28, after no response to my 5/22 email to USIC claims, sent a follow up email- -again no response. On 5/30, spoke with ****** at USIC & explained the 4/18 incident again! She requested my name, phone number & address. Said all she could do was send an email to USIC claims department as that was the only way for her or anyone else to communicate with them.On 6/5 called ************************* again. Left a text message because her voicemail was full! Doubt shell respond!USIC is non-responsive & unprofessional! I will have spent $1,320.97 replacing damaged non-repairable items due to an incident NOT CAUSED BY ME!!!!
Customer response
07/01/2024
************************* from USIC contacted me on 6/7/24 and I again for the 3rd or 4th time (I have lost track how many people to whom I had to provide information surrounding this incident) provided her with the information she needed to process this claim (USIC Claim #**************). On 6/11 she indicated she received and added the Signed Release to the claim - its been approved and sent to the accounting department for processing.. On 6/25 I called Mandi to find out the status of the reimbursement payment. As usual it seems with this company, I was not able to speak with ***** so I left her a voicemail and as of today,7/1, have not received a response!
Today, 7/1, I called USIC and spoke with ***** in accounting who indicated she did not handle reimbursements and she transferred me to claims, extension 7804. I was also unable to speak with anyone at that extension and could not leave a message because the voicemail was full!
I have been trying to resolve this situation since April and it is now July!! To say this company is very slow to respond and that the left hand doesnt know what the right hand is doing is an understatement!! I am truly dissatisfied and extremely frustrated!
Business response
08/02/2024
USIC dispatched a claims adjuster to assess and respond to the claim submitted by Ms. ******
Customer response
08/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
It took a tremendous amount of follow up and time on my part and the majority of times with no response by USIC with the last no response from ************************* on 6/25 when I followed up on the status of this claim which was approved and sent to accounting on 6/11! Called USIC on 7/1 and spoke to accounting only to be transferred to someone whose voicemail was full and I couldnt leave a message!! I finally received a check on 7/16 which was approximately 3 months after the initial occurrence of the problem caused by USIC!!

Regards,
***********************
Initial Complaint
05/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In March of 2024 my driveway was needlessly and carelessly marked with yellow paint by a USIC employee. After contacting USIC a local manager in my area reached out to me. The manager said he would remove the paint. A month passed with no further contact from the local manager. I called the local manager again. As requested I texted the manager my address and left a hose outside so he would have access to water for the purpose of removing the paint. Last week I contacted USIC as the paint is still on my driveway. I was told my situation has been escalated. I have yet to hear from anybody at USIC.
Business response
06/20/2024
USIC is contracted by utilities to mark their underground lines in accordance with Minnesota State Statute Chapter 216D. The paint markings applied to Mr.******** property were necessary, per the instructions of a Gopher State One Call ticket, to protect existing underground infrastructure from damage during drilling to install underground fiber in the immediate area. The paint marks typically disappear, without removal, over several months. USIC dispatched the Area Supervisor to Mr. ******** home, where he found that the marks had already been removed from the driveway. ****************** can reach back out to the USIC Area Manager with any additional questions or concerns.
Customer response
06/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***********************
Customer response
06/20/2024
I received a VERY unsatisfactory response from USIC regarding my complaint. Their response to my complaint is infuriating, to say the least. It appears as though my driveway was the ONLY driveway that was spray painted. I highly doubt the USIC area manager stopped by house to remove the paint from my driveway. I haven't heard from that manager in two months.
I still have 3 spots on my driveway from the product I used to remove the paint because the USIC area manager refused to do so. Who's going to remove those three spots from my driveway?!
Initial Complaint
05/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
USIC came onto my property and inadvertently sprayed patio pavers that were not being removed (April 19, 2024). I called and filed a complaint, and April 22, 2024 the original employee and his supervisor came to my house to "clean" the paint off. They discolored the pavers, and now there is white stains all over my pavers. In addition, they did not use water from my outside faucets. Instead, they trespassed over 100 yards into an abutting property, obtained dirty (cow manure filled) standing water, and used that to assist in the "cleaning." Everything is on Ring video.I have been speaking with their supervisor (refuses to now provider her name - phone number ************). She was initially helpful and made a lot of promises. On April 23, 2024, she texted me and claimed they would replace the damaged pavers - asking me to identify a supplier. I told her I had no idea and that they would also have to replace the poly sand and reset the pavers. I also asked about all the other issues, which is when she deflected. I then heard nothing back.On May 1, 2024, I texted her and asked for an update - no answer. On May 3, 2024, I texted her again. She began to back track and claim that they did nothing wrong. Now she is no longer offering paver replacement and just to do additional cleaning. She has refused to answer her phone.I then received a phone call from the number ************. They said they were calling to help. Before I got started, I asked what the managers name was (female). He refused to answer and disconnected the line.I called ************ and spoke to ****** (Refused to provide employee number or anything to identify who she was). I was requesting to speak to someone out of the region regarding this matter, or from the presidents office. I was only allowed to speak with **** (supervisor). I have not heard back from **** or anyone since last week.I have Ring footage/photos, upon request.
Business response
05/10/2024
USIC responded to the request to remove paint placed on pavers on the property to mark underground utility lines in response to a utility locate request submitted to 811. Locating and marking buried lines prior to excavation is required by law to prevent damage to the lines, disruption of services, and safety risks to excavators and the community. After the paint was removed from the affected pavers, USIC responded to Mr. OBriens concerns about resulting disparities in coloring between the pavers with an offer to power wash all the pavers with a biodegradable, environmentally friendly solution, and the offer was declined by ******************.
Customer response
05/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response is inaccurate and misleading. I need someone from the ***************** to contact me.

Regards,

***********************
Initial Complaint
04/24/2024
Complaint Type:
Order Issues
Status:
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.
On 4/24/2024 USIC was dispatched to perform location services. While the technician was on site he connected to a private fiber internet box that he was not supposed to connect to and severed our internet connection. Both my wife and I work from home and are now unable to work until the private utility provider is able to send repair personell. USIC has been no help and the technician on site told me that this has never happened before and he doesn't know what to do.
Business response
05/09/2024
I erroneously included an incorrect name for the response submitted. Please replace the response submitted May 9 with the following: USIC has conducted a thorough investigation of ************************ claim. We reached out to ******************** to share our findings and left a voicemail message for him to return the call.
Initial Complaint
03/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
USIC has been continuously spray painting and graffitiing my property with no notice.As of today, they have done this four times in the last few months with NO notice.I want this company to stop trespassing and causing damage to my pavers, lawn and other private property. I wanted this company to be professional and notify the parcel owner before they start graffitiing with different color spray paint. I want an explanation of why their employee has sprayed my property now four times when there is NO work being done bordering my property. Why do you keep spray painting the wrong house???!
Customer response
03/14/2024
All entry parameters or fields required (*) were provided, including the name. Please process so we can resolve this matter. Further information can be provided as needed based on the request.
Business response
04/03/2024
USIC is the nation's leading provider of public utility locating services. The paint and flags our locate technicians use to mark buried utility lines are required prior to any excavation to protect the buried infrastructure from damage, prevent disruptions of utility services, and ensure the safety of excavators and the public. USIC reached out to the homeowner to explain that the marks on his property were required due to his neighbor's planned installation of a fence. Questions about why USIC locators are marking underground utilities at a specific address can be directed to USIC by visiting our "Contact" page at www.usicllc.com.
Customer response
04/03/2024
The company reached out as shown below.
************** on 3/15/2024
Hunter, Good morning, I am sorry for the inconvenience our company has caused. Can you please provide your full address so that I can get this request to the supervisor for your area?
Thank you
Address was provided. No other communications have been provided since the communication above on 3/15/2024.
Regards,
Hunter B
Customer response
04/03/2024
As mentioned previously, address was immediately provided on 3/15/2024. No further communication has been provided from said company.
Business response
04/04/2024
USIC is the nation's leading provider of public utility locating services. The paint and flags our locate technicians use to mark buried utility lines are required prior to any excavation to protect the buried infrastructure from damage, prevent disruptions of utility services, and ensure the safety of excavators and the public. USIC reached out to the homeowner to explain that the marks on his property were required due to his neighbor's planned installation of a fence. Questions about why USIC locators are marking underground utilities at a specific address can be directed to USIC by visiting our "Contact" page at www.usicllc.com.
Customer response
04/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.
The fence mentioned has been installed for months, so what is it youre company is spraying my property for with no bordering permits active?
When are you going to clean off the red spray paint you put on my pavers?
Regards,

Hunter B

Customer response
04/10/2024
Below is the only response from said company which is not true. They never informed me about a fence. So what are they spraying for if the fence was installed months ago?
This case did nothing to help.
I need to know when this company will come back to clean up their mess.
The response below which was the only feedback from the company does not even begin to address why they sprayed, or when they will clean up my pavers.
USIC reached out to the homeowner to explain that the marks on his property were required due to his neighbor's planned installation of a fence.
USIC sent an email but mentioned nothing about a fence or why they painted the last two times.
Please advise an actual response to my questions from this company as youve allowed these to go unanswered. Unfortunately they do not answer the link provided to their website, hence the reason for this case involving you.
Please advise and please be advised the survey link included in your last response is broken and takes you to a bbb page which says 404 on it. Please provide a valid survey link so feedback about this particular incident can be provided to help you do better in the future. You also need to learn that this data can be made public, so full names and addresses are NOT required or preferred, so ******* should adjust the feedback provided to this cases with information which is actually required, not just a want.
Initial Complaint
03/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
USIC was just at my house without my foreknowledge, invitation, or permission, while I was at work. I need to know why. I did not call 811.
Business response
03/18/2024
USIC was responding to an ******* ticket submitted by a utility contractor for a pole anchor replacement, which required access to the property. USIC attempted to contact **************** in response to her inquiry at the phone number provided and left two messages. For any additional questions regarding the locate request, USIC ******************************** can be contacted at ************.
Customer response
03/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
*************************
Initial Complaint
06/17/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Company came in my propertt without permission . I have dogd and kid that could have got hurt or lost.They could have gotten bitten They are rude and sayimg they come in whenever . Even without permission.
Business response
07/13/2023
USIC technicians receive training to attempt to notify a homeowner prior to accessing the property to perform a utility locate and to assess for the presence of children and pets. USIC is committed to protecting the safety of the public and our employees. The area supervisor spoke with the homeowner in resolution of this specific circumstance.
Initial Complaint
04/07/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I would like to know why they walked over and stained my sidewalk and yard with red **** covered boots using the longest possible diagonal route. And this was for a locate for property down the street.Now I will have to try to power wash or clean the concrete so the stain doesnt set in. Maybe show a little consideration for ****************** and dont just walk around without a care in the world about what you are doing.I would like to be reimbursed for my time and supplies and equipment to clean up the mess they made. I caught it all on my cameras. Please also educate your personnel to be respectful to property.
Business response
04/24/2023
USIC's District Manager contacted **************** regarding his complaint of USIC technicians walking on the sidewalk and staining them with the "red ***** on their boots. He explained to **************** that the sidewalk is the safest place to walk in areas where there is mud, which includes subdivisions with construction projects, such as ****************' location.
Customer response
04/24/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This safety response is not true in my opinion. They could just have easily walked on the street and taken care to minimize walking on my property safely with red **** covered boots. Instead it was apparently just laziness making a straight line across the sidewalk and my yard.
The safety issue is not valid and appears to be an excuse to justify their laziness. It would have been much safer to walk at 90 degrees on the street and avoid walking 45 degrees across the front of my yard on wet grass. I have videos of the incident and its clearly just a matter of taking the fewest steps not if safety. Could they maybe have a simple piece of cardboard to avoid staining things like this?
A representative called me and refused to help in any way. And after work one day I had to get on my hands and knees and scrub off their mess with sandpaper for half an hour. Otherwise it can bake in and stay there for a long time.

Regards,

*********************
Initial Complaint
10/17/2022
Complaint Type:
Service or Repair Issues
Status:
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.
By law, contractors have to request to have utilities ****ed prior to digging. By law, USIC has 48 hours to complete this. For most of the past few years, USIC is not ****ing properties on time, if they **** them at all. This impacts our entire work flow as private contractors. There are two solutions: 1. USIC ****s properties on time, and complies with the law 2. USIC changes the expectation of ****ing time, and completes ALL tickets within the modified/extended window.
Business response
10/20/2022
USIC and the entire underground utility damage prevention industry have faced significant challenges over the past few years, including the impact of the global pandemic on the ability to maintain staffing levels and the ongoing tight labor market, coinciding with the increased demand for our services driven by major, nationwide investment in infrastructure, which began in early 2021. Additionally, a more than 50% increase in long-scope project tickets in most markets has significantly increased the amount of time and resources required to complete tickets on time. In response, USIC has made significant investments in recruiting, hiring, and retaining technicians, including market-based wage increases, to optimize staffing levels. In addition, USIC is in ongoing collaboration with state 811 organizations, legislators, and excavators across the nation to address the changes needed to legislative and regulatory requirements and ticket submission standards and processes in an evolving marketplace. USIC is committed to full legal and regulatory compliance and to working with the excavation community to optimize the ticket submission and communication processes for the protection of the nations infrastructure and our communities.
Customer response
10/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is not a resolution - this is an explanation and excuses. We are past the pandemic, and are all facing staffing shortages and have learned to work with the resources we have. USIC needs to do this as well - I don't see any action plan on their part to communicate more clearly, adjust expectations, or meet expectations.
When I talked to a ***** employee, they said the best way to handle this is to call in, then I need to check the site personally and follow up, call again, and request an emergency re-mark. All of the burden is on the contractor with USIC accepting no responsibility for not meeting their part of the agreement.
At a minimum, I should get a phone call any time a property is not going to be marked in time, and I do not get this every time.

Regards,

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

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