Reader Kyle says that his dispute with Comcast has resulting in something of a happy ending, though they’re still working out that pesky easement issue. Comcast is under the impression that it has an easement on Kyle’s property, while Kyle’s records show that they do not. According to Kyle, Comcast has agreed to mail him some paperwork about the easement and has offered him a credit of $500.
I wanted to send an update to the story regarding Comcast digging in my yard and their CSR subsequently hanging up on me when I called to get more details.
Mr. Comcast (Frank) called me the same day that this story was posted, took some details about the story and put me in touch with Kelly Hill, a very pleasant woman and the regional VP for my area. My conversation with Ms. Hill was very productive and she referred me to a member of her team who has been equally nice, John Braisher (sp?), with whom I’ve played phone tag for the past few days.
Today, John and I were able to have a conversation regarding the digging and the rude CSR. According to John, Comcast does in fact have an easement on my property, one that extends 15 feet from the curb. However, according to my records (the same that are on file with my local government), there is no easement on my property. I asked for proof of this easement and their rightful ability to access it, and John will be mailing it to me.
Regarding the CSR who hung up on me, the good news is that John apprised me that there will be a $500 credit made to my account (he initially tried to buy me off at $250). The bad news is that he says that I am currently under a promotional rate with Comcast, one that provides me with a $14 monthly credit. I say that this is bad news because when I signed up for Comcast services, I specifically asked if this was a promo rate and was told that it was not. John has promised to look into extending my promo rate, and to call me back within an hour regarding the new rate at the end of my current one, and its duration. Of course, I asked that all of this information be sent to me, in writing, should any discrepancies develop in the future.
I am admittedly skeptical the evidence they intend to show me regarding the easement on my property and their right of way to it, especially since the copies of my plat obtained from my local government show nothing regarding an easement. I understand that if there is in fact an easement and that they have rightful access to it, there is nothing I can do about the digging. However, if their proof is not satisfactory, John knows that I will be back in touch to revisit this issue once more.
In my conversation with John, I told him that I would be writing to the Consumerist with updates regarding my situation, both good and bad. Comcast gets a lot of negative press (deservedly so), but in this particular instance, it appears that they are taking the steps to make this right.
Thanks, Kyle. We’re very happy to know that this situation is getting sorted out amicably.
(Photo: cmorran123 )