FTTP-CS050718i Keith Marvin - Re: Fwd: Citizen Complaint Page
From:
To:
Date:
Subject:
<paul.bowles@verizon.com>
"Keith Marvin" <kmarvin@ci.coppell.tx.us>
7/18/2005 5:37:02 PM
Re: Fwd: Citizen Complaint
Keith,
I have forwarded this email to Danny Fortune (Construction Mgr), and will
keep you updated.
Regards,
Paul Bowles
Section Mgr - FTTP - Texas Region
Network Engineering & Planning - West
Mail Code SV1E5087
214-285-1953 Office
214-952-3347 Cell
214-285-1919 Fax
paul.bowles@verizon.com
"Keith Marvin"
<kmarvin@ci.coppe
II.tx.us> To
Annette_Morris2@cable.comcast.com,
07/18/2005 04:21 jim@klaasmeyer,com, Paul L.
PM Bowles/E M Pl_/TXA/erizon@VZNotes
CC
Subject
Fwd: Citizen Complaint
Ladies and Gentleman,
I received the following complaint from a citizen of Coppell concerning his
frustration at the work performed by contractors working for both Verizon
and Comcast. I'm sending this for you to read, and ensure that it is sent
to the appropriate personnel to remedy this situation.
I_Keit_h Marvin - RE: Citizen Complaint
From:
To:
Date:
Subject:
"Morris, Annette - Dallas" <Annette_Morris2@cable.comcast.com>
'Keith Marvin' <kmarvin@ci.coppell.tx.us>
7/19/2005 8:45:35 AM
RE: Citizen Complaint
I wanted you to know that I have received your complaint yesterday and I
have forwarded it to our City Escalation Desk for handling.
Annette Morris, Construction Liaison
Comcast/Construction Department
1565 Chenault St., Dallas, TX 75228
Office-214-320-7415
Fax-214-320-7559
Email-annette_morris2@cable.comcast.com
..... Original Message .....
From: Keith Marvin [mailto:kmarvin@ci.coppell.tx.us]
Sent: Monday, July 18, 2005 4:22 PM
To: Mords, Annette - Dallas; jim@klaasmeyer, com;
paul.bowles@verizon.cam
Subject: Fwd: Citizen Complaint
Ladies and Gentleman,
I received the following complaint from a citizen of Coppell concerning his
frustration at the work performed by contractors working for both Verizon
and Comcast. I'm sending this for you to read, and ensure that it is sent
to the appropriate personnel to remedy this situation.
Please let me know who in your organization will be handling this so that I
may relay that to Mr. Odle when I speak with him.
Keith R. Marvin, P.E.
City of Coppell
(972) 304-7044
kmarvin@ci.coppell.b(.us
>>> Ken Griffin 07/18/05 3:37 PM >>>
Keith
FYI
ken g
>>> CMO 07/18/05 3:30 PM >>>
Page 1 of 2
Keith Marvin - Fwd: Citizen Complaint
From:
To:
Date:
Subject:
Ken Griffin
Keith Marvin
7/18/2005 3:37 PM
Fwd: Citizen Complaint
Keith
FYI
ken g
>>> CMO 07/18/05 3:30 PM >>>
>>> Michael Odle <odle@swbell.net> 07/18/05 1:36 PM >>>
My name is Michael B. Odle.
I live at 119 Mesquitewood Street in Coppell. My home telephone number is 972-462-9327. Events as follows:
June 11, 2005: 3:25pm Mr. Melvin Johnson with Klaasmeyer Construction arrived at my house to
discuss pending construction for Verizon (placing fiber optic lines). I had asked for a construction
representative to meet me at my residence for the purpose of showing the construction company the
location of a wire placed on my property for a robotic lawnmower ("robomower") I own. I located the
wire for Mr. Johnson and he marked in bright-blue paint where the robomower wire was located so
digging crews would not cut the wire.
June 14, 2005: 9:59am my wife, Karcn Odle, called me to say that construction crews were digging and
cut our robomower line and our Comcast CATV drop wire. At that point we were unable to use the
robomower, nor did we have CATV service from Comcast. I called Mr. Johnson who confirmed this
event. I met him at my residence at 5:08pm and told him I was completely frustrated and dissatisfied
because I had gone to great lengths to locate the wire and his company cut it anyway, as well as my
Comcast CATV line. I told Mr. Johnson to pull the ends of the robomower line away from the dig area
and it was possible that I could make a repair myself, so long as the Comcast CATV company did not
cut the robomower line in other places on my property when replacing the damaged CATV line. If
Comcast's repair crews cut the robomower line when replacing thc damaged CATV line, the entire
robomower perimeter wire would then have to be replaced.
June 16, 2005: 12:29pm my wife called to say that Comcast CATV service was restored (two full days
after being cut). Construction crews laid a drop wire on top of the ground from the pedestal on the
west side of the alley, across to the east side of the alley, across my lawn, and to the interface located
on the east wall of my house.
June 20, 2005: the CATV drop-wire was still laying across the alley and my lawn and not buried. I
called Comcast and spoke with Dedra (a service representative) as to when the drop-wire was going to
be buffed. She did not know. I told her to have the Comcast contractor call me 24-hours in advance
before digging on my property, because I wanted to make sure the Roho-Mower line would not be cut
again. I told Dedra that the construction contractor should call me 24-hours in advance and I would not
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only flag where the robomower wire was located on my property, I would expose it for them as well.
Dedra stated that she noted all these instructions on the dispatch ticket.
July 15, 2005: twenty-nine (29) days later the drop-wire was still not buried, but Comcast's
construction contractor (Rod with Sparus Corporation) called me at 11:40am. Rod stated that he would
have a crew dispatched to my house on Saturday morning July 16, 2005 between 8am and 10am to
bury the drop-wire, and promised that crews would not perform any excavation until getting in touch
with me first.
July 16, 2005: By 11:30am, Comcast's construction contractor (Sparus Corporation) had not arrived at
my residence nor called me on the telephone (NOTE: Sparus Corporation personnel had my home,
work, and cell phone numbers). I left my residence long enough to take my daughter out for breakfast
and returned an hour later (12:30pm). When I arrived home, there was a Sparus Corporation contractor
parked in my driveway blocking entrance, and the work crews had opened a trench from the east side
of the alley across my property up to the interface on the south wall of my residence. The work crews
had also cut the rohomower line. Because of this damage the entire perimeter wire would have to be
replaced. When I asked the contractor foreman why he chose to excavate on my private property
without calling me first for locates, he responded that he had no instructions about locating anything,
let alone a robomower line, that he had a job to do in a short amount of time, and that $200 for the job
he was being paid to do was not enough money to be slowed down waiting for me to locate anything.
July 18, 2005: 8:15am I contacted Rod (Sparus Corp.) to discuss the events of Saturday July 16, 2005,
and the damage to my property. Rod admitted Sparus Corporation was at fault but, in my opinion, was
very condescending and uncaring. I asked to speak with his supervisor, and at 8:30am Rod's
supervisor William contacted me and offered me $800 for repairs. When I asked William how he
arrived at that figure he could not justify such a settlement. I informed William that to replace the
robomower wire would require a degree of education on installing the product, locating property lines,
purchasing all required material, actual installation, and potentially testing the wire after installation for
integrity. At that point William became, in my opinion, uncooperative, and unwilling to work with me
to replace the robomower perimeter wire on my property that they damaged beyond repair. When I
informed William that I was going to file complaints, he seemed very unconcerned.
As of this writing I am completely dissatisfied with the events surrounding this affair. In addition to
filing this complaint with you, I have filed a complaint with the FCC and the Texas PUC. I will also
file a complaint with the Better Business Bureau.
Thank you.
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