ComplaintsforDecisive Communications Inc

• Initial Complaint

  04/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This morning I discovered that Decisive Communications, Inc. was subcontracted by Comcast/Xfinity to install cable wiring in my community (Parkside at Westphalia). The install occurred within the past six months, and required the technicians to enter onto the property of owners. Two or three Decisive/Comcast/Xfinity technicians entered my backyard to run the wiring to the other cables on the back of my house. The technician(s) moved my downspout splash guard from its proper position which directed water away from my house. They did not return my downspout splash guard to its original position, resulting in significant damage to my property. I recently noticed a deep hole and degrading in my backyard directly under my downspout and at the wiring that Comcast/Xfinity installed. In addition to the visible damage, I am concerned about invisible damage that may have been caused to the foundation of my house, and the privacy fence in my backyard. I called Comcast/Xfinity directly and since I am not a customer, I was unable to speak to anyone directly. I left a voicemail and text message for the stated install project manager (Nina XXX-XXX-XXXX), and I have yet to receive a response. I contact Comcast/Xfinity via Twitter, providing photos of the damage caused to my property, and initially I did not receive the necessary assistance. BBB via Twitter suggested that I file a BBB complaint as well as a FCC complaint, which I am doing now. At 2:45pm on 4/16/2022, a male left a voicemail message on my mobile phone from telephone number (XXX) XXX-XXXX, stating he was from Comcast calling about my damage complaint. He did not leave his name, and stated that he would call me back. I returned the call at 4:30pm on 4/16/2022 and left a voicemail message. Comcast/Xfinity/Decisive Communications, Inc. needs to provide redress for the damage to my property caused by their neglect.

  Business response

  06/10/2022

  Business Response /* (1000, 5, 2022/04/21) */ Contact Name and Title: Michael Contact Phone: XXXXXXXXXX Contact Email: ************@decisiveinc.net We visited the address of the complainant and performed an investigation. The work that was performed was not in the vicinity of the customers complaint. The customer hasn't provided any proof of our employees or contractors moving the downspout. In such, according to the location of the work performed, there would be no reason to be in the vicinity of the downspout. Attached are the pictures of the locations where we performed work. There was no visible damage (as shown in the pictures provided) upon our inspection. Consumer Response /* (3000, 7, 2022/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I provided Annett from Decisive Inc. (XXX-XXX-XXXX) with proof that Decisive employees were on our properties, to include photos. I have never had a conversation with anyone named Michael from Decisive; only Annett. Clearly, you can see in photos provided to Annett and Xfinity that the Comcast wiring (the orange wire) was fed *under* my downspout and thus the splash guard. Who is Michael, and why would Michael provide the above response when he has never spoken to me? Business Response /* (4000, 9, 2022/04/26) */ After review, we had investigated the wrong address. Homeowner was made aware that the repair was to be done 4/25, at 1239. She then removed the downspout cover for the repair. The restoration was completed 4/25, aprox 1300. Hole was backfilled, completed with top soil, seed and strawed. Black downspout was replaced. Please see attached Picture. Consumer Response /* (4200, 11, 2022/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The respondent lacks candor. My property address was made very clear to all parties with whom I communicated directly. The respondent *never* communicated with me directly. I left a voicemail and sent an email to the respondent on the morning of Friday, 4/22/22, and he *never* replied back to me. It was not until I went up the chain and offered to provide video evidence that traction was made. Shawn and James of Comcast, and Nina of Decisive Communications were the only helpful persons with this issue of property damage caused by Decisive Communications failure to return my downspout splash guard to its proper position. On the afternoon of Friday, 4/22/22 I spoke with James (Comcast) and provided him with the same photos that I provided to the respondents staff. By that same afternoon, Nina (Decisive) called stating that she was at my property investigating. On the morning of Monday, 4/25/22, Nina (Decisive) called me to inform me that her crew (Osman) would be at my home that afternoon to repair the turf, and *Nina asked me to remove my downspout extender* so that her crew could perform the work. At approximately 1:42pm, the crew arrived in my backyard, and at 1:47pm, Osman rang my doorbell to inform me of his presence on my property. At 2:04pm, after filling in the hole in my backyard and reinstalling my downspout extender, Osman left my backyard. I have since been in communications with Nina (Decisive) and Comcast Headquarters as they are the only persons/entities that have followed up with me. I have informed these parties that I have not had physically checked Decisive's fix as of yet, and that I may also have to get the foundation of my home inspected to ensure soundness given the probable length of time that water ran in that corner of my foundation.

*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. ↩