Unresolved property damage claim Sedgwick/AT&T

Unresolved property damage claim Sedgwick/AT&T

We had an AT&T service person out in June because our U-Verse internet connection had been acting up.  He decided to run a new data cable to our U-Verse router, and in the process drilled a hole from the outside of our home, through a sewage drain pipe for our upstairs bathroom, and then on through the drywall.  The damage was not discovered until months later, and we have now filed a claim with AT&T's Risk Management department.

 

In the past two weeks, I have placed 15 phone calls between AT&T tech support, AT&T risk management, and Sedgwick (the 3rd party company that is managing the claim).  If I had hair, I would have pulled it out by now.

 

I have provided Sedgwick with all of the information that I can regarding the claim (pictures, invoices, etc), but according to them *and* AT&T tech support, the service record was deleted after 6 months (even though it hasn't been 6 months yet).  This mythical service record apparently contains a key piece of information, the name of the AT&T service person who installed the cable (and caused the damage).

 

Without this person's name, the claim will not move forward.  The personnel from Sedgwick claim that it will take up to 30 days to contact all of the service managers in our region to accomplish the following: 1) figure out who performed the service, and 2) get them to confirm that damage was caused by the AT&T service person who I watched drill the hole in this wall.

 

This is unacceptable.  Quite frankly, it is ludicrous.  There is absolutely no question that the damage is AT&T's fault. We have no other telecommunications provider.  This is the *only* data cable on our property.  I was physically present when the AT&T service person installed the cable.

 

I have attempted to escalate this issue with Sedgwick and AT&T.  As things stand now, Sedgwick is saying wait 30 days while they look for a needle in a haystack, and AT&T's risk management group says I might get a call back from the AT&T-Sedgwick Liason, but there is no guarantee that I will even get that much attention.

 

Is there any other avenue to attract the attention of someone at AT&T with the authority and ability to fix this?

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Message 1 of 28
ACE - Master

Re: Unresolved property damage claim Sedgwick/AT&T

Since this is account specific I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.

 

I would try sending them a private message and see if the can help.  If not look at  http://www.att.com/gen/investor-relations?pid=5609

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 28

Re: Unresolved property damage claim Sedgwick/AT&T

Thanks! I sent them a PM. We'll see how it goes!
Message 3 of 28

Re: Unresolved property damage claim Sedgwick/AT&T

So it has been a few days, and I'm seeing folks who sent in a PM on the 7th starting to get replies, but I still haven't heard anything back yet and I sent in a PM to Customer Care on the 6th.

 

I still haven't heard anything from AT&T Risk Management or the AT&T-Sedgewick Liason.  The last I heard from Sedgwick, it might be 2014 before this gets resolved.

 

Please help!

Message 4 of 28
ACE - Master

Re: Unresolved property damage claim Sedgwick/AT&T

Okay well since they didn't respond try this:

I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

They are more of the tech folks but if Customer Care hasn't responded, Uverse Care should be able to get the ball rolling.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 28

Re: Unresolved property damage claim Sedgwick/AT&T

PM sent!

 

Thank you.

Message 6 of 28
Community Support

Re: Unresolved property damage claim Sedgwick/AT&T

Hi InternetPlumbing,

 

We have received your message and look forward to working with you to assist you with this issue.

 

-David T

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 7 of 28
Highlighted

Re: Unresolved property damage claim Sedgwick/AT&T

Positive news!  We received a visit from a very polite gentleman from AT&T today who wanted to survey the damage.  He took one look at our photos and the location of the plumbing/cable drop and indicated that it was a pretty cut and dry issue.  He said he would contact Sedgwick with his approval of the claim.

 

Perhaps this will get resolved sooner than we were led to believe.

Message 8 of 28

Re: Unresolved property damage claim Sedgwick/AT&T

Received a call today from Sedgwick saying that the check is in the mail.

 

I appreciate the support received here.  It took significantly less time than I had been told to resolve the issue.

Message 9 of 28
ACE - Master

Re: Unresolved property damage claim Sedgwick/AT&T

YEA!!!!  I'm so glad that you got this resolved!

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 10 of 28
ACE - Master

Re: Unresolved property damage claim Sedgwick/AT&T


InternetPlumbing wrote:

Positive news!  We received a visit from a very polite gentleman from AT&T today who wanted to survey the damage.  He took one look at our photos and the location of the plumbing/cable drop and indicated that it was a pretty cut and dry issue.  He said he would contact Sedgwick with his approval of the claim.

 

Perhaps this will get resolved sooner than we were led to believe.


Those guys in U-verse Care are pretty good arn't they!!

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 11 of 28
Expert

Re: Unresolved property damage claim Sedgwick/AT&T

Thanks for posting your positive outcome, that info would be good to know for those who may have a similar problem in the future.  If you ever have any questions,m comments, or concerns feel free to post here in the forum.  There are plenty of people who are ready, willing and able to offer you help in the form of suggestions, information, and resources.  Enjoy.Smiley Happy

Message 12 of 28
Contributor

PROPERTY DAMAGE - UNCOVERED MANHOLE

I have tried reaching AT&T @ 210-***-**** (options 4-7 state no one is available to take my call to try again later and I get disconnected). I also tried 800-***-****, but there are no options that seem to match what I need. My husband and I recently had and accident because of an uncovered manhole. I started with the city of Dallas, but yesterday we received word that it did not belong to them. We went to the site to take pictures and realized it was belonged to AT&T. I am needing to speak to someone regarding the damages that were sustained. PLEASE HELP!! Thank you, LQ

 

[Edited to comply with Guidelines]

Message 13 of 28
ACE - Expert

Re: PROPERTY DAMAGE - UNCOVERED MANHOLE


the4qfamily wrote:
I have tried reaching AT&T @ 210-821-4105 (options 4-7 state no one is available to take my call to try again later and I get disconnected). I also tried 800-829-1011, but there are no options that seem to match what I need. My husband and I recently had and accident because of an uncovered manhole. I started with the city of Dallas, but yesterday we received word that it did not belong to them. We went to the site to take pictures and realized it was belonged to AT&T. I am needing to speak to someone regarding the damages that were sustained. PLEASE HELP!! Thank you, LQ

Some places have a large problem with thieves stealing man hole covers and selling them for scrap metal.  I wonder if this is what you have encountered.  

 

As this is not a customer issue, I'm not sure how to direct you.  The best contact number page I have for AT&T is this one:

 

http://www.att.com/contactus/

 

 

 

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 14 of 28
Contributor

Re: PROPERTY DAMAGE - UNCOVERED MANHOLE

Thanks.... no luck with that either.

Message 15 of 28
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