Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last week, Novos Fiber located a track drill on my front lawn at a location not on a utility easement. The purpose was to drill a horizontal hole to run fiber optic cable. The track drill destroyed approximately fifteen square feet of sod in the front lawn. I have repeatedly call them to report the damage and determine when the damage will be repaired to no avail. Even their telephone number is nonfunctional.

  Business response

  12/02/2024

  Thank you for bringing this to our attention. On October 18 our contractor met with the homeowner. At that time the homeowner recalled giving the construction crew permission to pass the right of way with equipment. Construction was not complete in the area but has been completed and all restoration to the area is complete. During the conversation on October 18 with the homeowner he said he would remove the complaint as it was not accurate. NOVOS FiBER is committed to the communities we work in and are committed to restoring the areas. Please feel free to contact me if there are further concerns. 

  Thank you,

  ********

  ************

   

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Novus Fiber entered our property while we were away to install new fibre-optic cable for our neighbourhood in March of this year. We didn't notice that the sprinkler system had been damaged until it was needed at the end of May of this year. We found water welling-up out of the ground when the second sprinkler station was selected with none of the sprinkler heads operating, but only dribbling a little bit of water. The other two sprinkler stations work normally as always. Our neighbour, who was acting as liaison for the community with the *********** saw that I was having problems with our sprinkler system. He told us that the ********** had set up a boring machine at the exact location where the water was welling-up out of the ground. He gave me the name and telephone number of the ********** supervisor. When I called he tried to blame the landscaping crew for the damage. I told him the the water was welling-up from deep underground; and, he agreed to come out and take a look. After inspecting the damage, he agreed to make repairs. He sent one of his crew out who dug out where the water was welling-up out of the ground and spliced the broken PVC pipe. This improved the sprinkler station somewhat, but did not return it to proper operation. The sprinkler heads did pop up and spray; but, the sprinkler heads did not extend fully nor did they spray the proper distance as before the system was damaged. Two of the sprinkler heads of the damaged station do not work at all. The ********** member told us that their sprinkler specialist would return the next Monday to complete the repairs. The following Monday, nobody from the ********** ever arrived, nor did they ever call. When I called the ********** supervisor, he said that the sprinkler system was working properly and that he would do nothing more . I have called the Novus Fiber office more than a dozen times about this. They would always say that someone would call us; but, nobody has ever called back.

  Business response

  12/02/2024

  Thank you for bringing this to our attention. We were under the impression all repairs were completed by our third-party construction crew in July 2024. We were made aware in September that the repairs were not completed. NOVOS attempted on many occasions to contact the homeowner. We were finally able to reach him in mid-October. At that time the homeowner explained that he travels quite a bit and is not able to take his phone to work. On October NOVOS met with the homeowner on October ******************************************* town the week of Thanksgiving. NOVOS met with the homeowner on Monday, November 25 and confirmed the third-party construction crew did not fix the sprinkler properly. At that time the homeowner said he would not be in town until the end of December. We are not able to make any repairs until the homeowner is home. NOVOS FiBER is committed to the community and making sure any damage caused by our third-party construction crews is repaired.

  Customer response

  12/06/2024

  Novus Fiber did respond and have agreed to make the necessary repairs.  The complaint should remain open until the repairs are completed.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩