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shelbpurvis09's profile



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Thursday, August 3rd, 2017 5:16 PM

Worst AT&T Horror Story (Home Completely Flooded)


We don't use AT&T's services, but our apartment complex (Silvana Oaks in North Charleston, SC) gave them permission to enter every building to set each unit up for fiber capability. On Tuesday, August 1st, around 10 AM, an AT&T crew came into our apartment to do their work. They went into the laundry room and started drilling a hole in the ceiling, in order to run the cable. Thankfully, I work from home (I really don't want to think about how different this story might have been otherwise) and was witness to everything from the second they walked in the door. I heard every man on that team repeatedly say that they had no idea what they were drilling into or where this hole was leading. They kept drilling anyway. Around 11:30 AM, I heard a loud noise from the laundry room (like the drill had hit something), followed by the most disheartening sound I've heard coming from inside my own apartment: pouring, rushing water. The man who was in the laundry room at the time started yelling for someone to "turn it off, turn it off!" He then exited the laundry room and closed the door behind him. When I asked what was happening, he told me "nothing." Because I am not unintelligent and could clearly hear rushing water, I followed him back into the laundry room to see a waterfall pouring out of my ceiling, covering my washer and everything being stored in my laundry room. When I, of course, started freaking out, the crew member had the nerve to snap at me, telling me that I needed to calm down and that they'd fix it. He then stuck a trash can under the waterfall... I grabbed our dog and rushed out of the apartment, running to the front office to alert the property manager. When I left the apartment, water was pouring out of the laundry room. By the time I returned, it had spread into the entryway, front closet, dining room, kitchen, and living room.


Now, of course, the pure incompetency of this crew is upsetting. But that's not the most important part of this story, or the part that I'm most concerned with broadcasting. When my fiancé rushed home from work and I returned to the apartment to find it completely flooded, my fiancé  (the only one who managed to stay calm in this situation) asked the entire crew for their names and wanted to know who was in there when this happened. Not only did every member of this crew refuse to give us their names, but they all claimed that no one was doing the drilling and no one was in the room when the flooding happened. Not a single one ever apologized, and one had the audacity to suggest that it wasn't a big deal because they had done 8 other apartment buildings before this with no issue. He said "we can't see through walls, ma'am, so we don't know where we're drilling."


We are now out of our home for a week or more. AT&T is refusing to pay for our hotel, and they want our insurance or the apartment's insurance to take the fall for this. A huge amount of our belongings are ruined. And every single one of those incompetent, unqualified crew members who waltzed into our home uninvited and uprooted our lives went back to their homes last night, with no repercussions. Every person we've spoken to from AT&T has ranged somewhere from unapologetic/unhelpful to openly hostile. I'm furious and exhausted and overwhelmed with the enormity of the situation. And all I can do, at this point, is try to sort through our ruined belongings and use the internet/social media for its best possible purpose: to spread information. I think everyone deserves to know what kind of company AT&T is. I think everyone needs to know what can happen if you allow AT&T through your doors, and exactly how unethically they will handle the situation, if the worst should occur. 

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225.1K Messages

6 years ago

Oh No! Truly sorry for the experience that you had @shelbpurvis09. Please use this LINK to file for damage claims.

-EricG AT&T Community Specialist.

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