FTTP-CS050719i Keith Marvin- RE: Citizen COmplaint Pag~ 1 J
From:
To:
Date:
Subject:
Santos Ventura <santos@Sparuscorp.net>
"Mineyahl, Zinah" <Zinah_Mineyahl@cable.comcast.com>
7/19/2005 6:11:14 PM
RE: Citizen Complaint
Zinah,
Here is what I know about the issue with Mr. Odle, he is correct about
the phone call ahead of time and about the tech showing up late and
starting work without him being there, why this happen? I am still
researching the issue.
In fact Mr. Odle did call Rod this morning to ask him to speak with a
supervisor about the damage done to the perimeter wire for his robotic
lawnmower, Rod transfer him to William, however Mr. Odle had a
derogatory attitude about the situation when William talked to him, "how
much money are you willing to pay? How will you repair this? Do you even
know how this works?" and so on, for a time not allowing William to talk
to him at all about getting the issue resolved.
After sometime William told Mr. Odle we would contact a company that did
that type of work and have them do the work and pay them or get and
estimate and give him that amount, Mr. Odle said he did not want that
and said he wanted to do the repairs himself but to do that he would
have to take a day off work, then he ask William if William knew how
much money he (Mr. Odle)made per day adding that it was ($600.00)six
hundred dollars, He then said he wanted us to buy the materials go to
his property install everything and pay him $60Q00 because he wanted to
be there while we did the work. At that point William told him that we
would gladly give him $800.00 total $600.00 for his day off work and
$200.00 for the materials but that we were not going to pay him and do
the repairs as well, when Mr. Odle did not agree to that William told
him we would call him back.
We did some research and found the following information on the
"robomower" the product is manufactured by a company called friendly
robotics and sold locally by Hoover Company, the whole system comes in a
do it yourself package sold for $200.00 after talking to two employees
of Hoover Company they said they could do the installation of the system
including up to 500 ft. of perimeter wire for $200.00 to $250.00.
Later this morning we called Mr. Odle and made him aware of this and his
response was that he was aggravated and that he now wanted $1,440.00
because of it and that if we gave him that he would gladly follow up on
all the complaints with a letter stating that his issue had been
resolved satisfactorily. At that point we talked to the tech that did
the damage and he decided to go through his insurance. At this time a
claim has been filed with the tech's insurance carrier (Pan America) Mr.
Odle has been made aware of this and a claim number and additional info
will be provided to him as soon as it becomes available.
I will let you know if anything else happens on this job.
Santos Ventura
Sparus Corp
Office 214-393-1960
Cell 469-964-2244
i Keith Marvin- RE: Citizen complaint Pag~ 2 j
Email santos@sparuscorp.net
..... Original Message .....
From: Mineyahl, Zinah [mailto:Zinah_Mineyahl@cable.comcast.com]
Sent: Tuesday, July 19, 2005 4:31 PM
To: Santos Ventura
Cc: Butler, Jerome
Subject: FW: Citizen Complaint
Santos,
Why do we keep getting involved with these damages? Please read the
customer's account of what happened. Can you resolve this issue?
..... Original Message
From: Butler, Jerome
Sent: Tuesday, July 19, 2005 12:28 PM
To: Mineyahl, Zinah
Subject: FW: Citizen Complaint
Zinah, is this something you would handle?
..... Original Message .....
From: Watts, Angela
Sent: Tuesday, July 19, 2005 9:21 AM
To: Butler, Jerome; Jordan, Shontessa
Cc: Fox, Rob; Morelan, Marry
Subject: RE: Citizen Complaint
Please let me know what we are doing about this.
..... Original Message .....
From: Morris, Annette - Dallas
Sent: Monday, July 18, 2005 5:15 PM
To: Watts, Angela; Butler, Jerome; Jordan, Shontessa,
Cc: Fox, Rob; Morelan, Marly
Subject: FW: Citizen Complaint
Importance: High
Because of the seriousness of this complaint, I felt that I needed to
direct
this to you. Please let Keith Marvin, City of Coppell, know who will be
handling this complaint. I have attached 2 email communications that I
had
concerning this address.
..... Original Message .....
From: Keith Marvin [maitto:kmarvin@ci.c0ppell.tx.us]
Sent: Monday, July 18, 2005 4:22 PM
To: Morris, Annette - Dallas; jim@klaasmeyer.com;
paul.bowles@verizon.com
Subject: Fwd: Citizen Complaint
Ladies and Gentleman,
i K~!{h Marvin: Ri::: Citizen Complaint .. P~r,e 3 ]
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.tx, us
>>> Ken Griffin 07/18/05 3:37 PM >>>
Keith
FYI
ken g
>>> CMO 07/18105 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 Ktaasmeyer 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, Karen 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
i K~ith Marvin- RE: citizen ~0rnplaint .p?g~ 4 ]
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 the 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 buried. 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 Robo-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 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
i Ke!th Marvin- RE: citizen Complaint .Pa~e ~!
wall of my residence. The work crews had also cut the robomower 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 shod 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.
CC: "Butler, Jerome" <Jerome_Butler@cable.comcast.corn>