Visitor
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3 Messages
File a complaint- please address asap
During an Xfinity internet installation, an Xfinity employee caused significant property damage to our home, including a large hole in the structure. Comcast/Xfinity acknowledged responsibility for the damage and stated that reimbursement would be issued upon receipt of the repair invoice, which was submitted promptly.
Despite this admission of fault, neither Comcast/Xfinity nor their insurance provider, Liberty Mutual, has resolved the claim. Repeated attempts to communicate have been ignored, and Liberty Mutual has declined to take calls or provide any meaningful response.
This reflects a broader pattern of poor service and lack of accountability that I have experienced with both Comcast/Xfinity and Liberty Mutual in the past. Even when fault is clear and documented, resolution is delayed or avoided altogether.
We are requesting reimbursement solely for the repair costs required to remediate the damage caused by Xfinity’s technician. The continued failure to resolve this matter has resulted in unnecessary stress, time loss, and inconvenience.
If this issue is not resolved immediately, I will pursue all available escalation options, including regulatory complaints and legal remedies.
XfinityRay
Official Employee
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3.6K Messages
17 hours ago
Hi there, @user_i7va3l! Thank you for reaching out. Our team is able to assist you with this. We can check on the ticket to see where things are at in this process and go from there. We want any concerns resolved as quickly as possible and are glad to help. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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user_i7va3l
Visitor
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3 Messages
14 hours ago
As directed, I contacted Xfinity Support again regarding the property damage caused by your technician on December 1st. Unfortunately, this resulted in an additional three hours of time spent with no resolution.
Despite the fact that I have an existing case number, photographic evidence, and a picture with the technician who caused the damage, Xfinity support indicated there are no records of this issue. This is deeply concerning, as the documentation has now been submitted multiple times.
The lack of internal recordkeeping, note-taking, and continuity—especially for an issue caused by your own technician—is unacceptable. Customers should not be repeatedly required to resubmit the same information for a matter that has already been acknowledged as your responsibility.
Given the continued failure to resolve this issue or even maintain accurate records, I have now escalated this matter by filing a formal complaint with the Better Business Bureau.
I am requesting immediate resolution of this claim and written confirmation of next steps. This situation has already required an unreasonable amount of time and effort for an issue that should have been straightforward to resolve.
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