dempsta's profile

Regular Visitor

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4 Messages

Wed, Dec 16, 2020 5:00 PM

roof damage and water leak

Hello,

 

The comcast installer left a trail of staple holes in my roof when they installed the cable line (he stapled right onto the roof instead of stapling into the fascia. I have photos and video of the damage done on the roof, including the water leak that has resulted.  Who can I contact at Comcast to help get this issue resolved?

 

Thanks.

Responses

Again

Expert

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25.5K Messages

5 m ago

@dempsta 

Your issue has been escalated to the Comcast Corporate Team available to the Forums.  A member of that team will reply to your post as quickly as they are able, so check back often.
 
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy.  

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ComcastAmir

Official Employee

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6.3K Messages

5 m ago

Hello dempsta, we're terribly sorry about the damage caused to your home. Our techs are great at what they do but when these kind of accidents happen we've got you and our techs covered 🙂 I'd be glad to get someone out to assess the damage to your home, for further assistance please send me a private message with your full name by clicking on my name (ComcastAmir) and then click "Send a message".

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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4 Messages

4 m ago

Comcast has reached out to me to acknowledge my complaint about the roof damage. I will keep you all updated on how it goes. 

Regular Visitor

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4 Messages

4 m ago

update: still no luck connecting with Xfinity. Been playing phone tag with  now a second comcast employee to schedule someone to come and look at the damage.  

Regular Visitor

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4 Messages

2 m ago

update: Comcast eventually sent someone out to inspect the roof (about 3 weeks after I reported the leak). They came at night and worked with headlamps. Their inspectors tried to claim there was no way their nail holes could have caused a problem. They said the 3/8 inch staples would not make a big enough hole, nor deep enough hole. But just in case, they moved the cable from the roof surface to the adjacent fascia (vertical wall). They also put some silicone caulk on the holes. When I pointed out that some dabs of caulk sitting on a roof with sun exposure would not be a robust repair after a few years, they just shrugged their shoulders.  I also measured the waterproofing membrane and it's about 1.5mm thick, so to their point that the holes were not going to puncture anything, it absolutely did go all the way through the waterproofing.  Plus there were multiple punctures as they ran the cable along the full length of the roof...

 

By then I had had two contractors look at the roof,  and both said that the Comcast install was substand and way off industry standards, as in they should have punctured the (vertical) fascia surface rather than the flat roof surface. They also recommended that a patch of the same roof membrance be placed over each hole in the membrane and welded on with the roofing product (? some kind of epoxy?).  

 

Comcast were reluctant to pay for a proper roof repair since they considered the repair "completed" after some caulking. I wanted to end the chance of any further leaks, so I paid out of pocket for the repair of the roof membrane.  I then submitted the bill to customer service for remimbursement.  They agreed to reimburse me, in the form of $60 per month credit to my account, for full amount. of about $250. 

 

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