Damaged sprinkler system

Subject: Damage to Sprinkler System and Unresolved Billing Issue

[Edited: Personal information]

To:  -Xfinity Customer Service,

I am writing to formally address a serious issue caused by your team when they buried a cable on our property. During the installation, they damaged our sprinkler system, which led to a major water leak. While we tried to communicate with the contractor on-site, it was difficult due to a language barrier, and although it seemed like the problem was addressed before they left, the situation worsened later.

Three weeks after the installation, we received a letter from our water company notifying us of a potential leak. Shortly afterward, our water bill skyrocketed to $759, compared to our usual bill of around $70 per month. Upon investigation, our contractor identified that the leak originated from the damage caused by Xfinity’s installation. We were forced to cover the cost of repairs, amounting to $500.

Following this, we made an official complaint with Xfinity and were instructed to submit photos, an invoice from the contractor, and the letter from the water company. All requested documents were provided within two days. However, since then, we have experienced constant delays and conflicting information, leading to immense frustration:

• We were told documents were not received and had to resubmit them.

• Xfinity contractor contacted ours contractor with questions pertaining to the work done at our resident.

• We were told to wait a week for a response, only to find our original case was not on file.

• After following up multiple times, we were told to file a new report and wait another three weeks for a response.

As retirees, it is disheartening to feel that Xfinity is deliberately trying to avoid accountability for the damage caused. We are now burdened with a water bill of $759, a contractor fee of $500, and additional costs that should rightfully be Xfinity’s responsibility.

We request immediate resolution, including reimbursement for the increased water bill and repair costs, as well as any further associated expenses. We expect prompt communication and resolution to avoid any further escalation of this matter.

Please acknowledge receipt of this email and provide a clear timeline for addressing this issue.