Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ We have escalated this issue to a representative at Verizon for this outage issueSince this does not regard a damage claim per the Claims Management Resources business, there may be confusion with the appropriate routing of this complaint Pending a response from Verizon, we will reroute/respond very soon
To Whom It May Concern: Per Frontier’s request, CMR has cancelled the claim against Mr***; therefore, this Revdex.com Complaint should be closed Regards, [redacted] | Executive Assistant to Richard Cook Claims Management ResourcesAddress: [redacted] ***Direct: [redacted] | General: [redacted] @cmrclaims.com |www.cmrclaims.com
Complaint: [redacted] I am rejecting this response because: We were not informed by the company that came to our residence that we would be charged at all, much less told what the charges may beThe cable was not buried adequately to begin with and was not buried near where all of our other utility lines run through our propertyIn addition, and as a result of the poor handling of this matter, I will be cancelling all Verizon services, including cell phone services and going to another provider Sincerely, [redacted] ***
CMR is a third party subrogation firm hired by Frontier to assist in the recovery of their property damage claimsThese claims consist of underground cable damage, aerial cable damage and stationary object damages.Ms [redacted] ’s complaint to the Revdex.com is based on her not being sure if CMR is a legitimate company due to being told by a Frontier representative that CMR is not affiliated with Frontier.When a damage occurs to Frontier’s property, such as an underground cable in this instance, CMR receives paperwork electronically from Frontier and CMR then creates the claimCMR’s recovery department then contacts the individual who caused the damage and recovers the money it costs Frontier to repair the damage.If the person who caused the damage calls Frontier customer service and ask them about the invoice they received from CMR, the Frontier rep will not know what the caller is talking aboutWhen the Frontier rep pulls up the damagers account, they are pulling up the account which shows the contracted services they person has with Frontier such asinternet, cable, phone etcThe reps don’t see or know about any damage claim amount in their computer system This causes confusion and frustration in which Ms [redacted] is experiencing The computer system within Frontier that does know about damage claims is with a Frontier department called Special Projects BillingUnfortunately Special Projects Billings computer system doesn’t talk to the customer service computer system and this is where miscommunication is given and the word “fraud” is used at times.CMR has received Ms [redacted] ’s Frontier statement which shows the billed amount for the repair work, which she shouldn’t have receivedThe only billing she should have received for a damage should come from CMRWe have forwarded this to our Frontier contact to review We will reach out to Ms [redacted] once we hear back from our contact on how they want CMR to proceed
Initial Business Response / [redacted] (1000, 8, 2016/01/04) */ After communication with Mr [redacted] in December, this claim has been settledWhile Verizon stands their position that this bill is owed, they agreed in the spirit of compromise to settle the claim with Mr [redacted] for $321.93, which Mr [redacted] agreed and paid on 12/17/
Revdex.comID [redacted] W [redacted] To whom it may concern:I’m writing in response to your letter regarding ID [redacted] .CMR is a third party subrogation firm hired by Frontier Communications to help assist in the recovery of their property damage claimsThese claims consist of underground cable damage, aerial cable damage and stationary object damages.Mr [redacted] ’s complaint to the Revdex.com is he had a company installing sod at his home and admits this company damaged Frontiers underground facility when doing soMr [redacted] ’s argument is the cable was not 5-inches below the surfaceOnce a cable leaves the utility easement, there is no depth requirementThere is also no way Frontier has any control over maintaining the depth of a cable once it’s installed/buriedOnce the cable is buried, the job is done.The state of Florida has a dig law which says before you do any work in which you will be penetrating the earth or disturbing the surface of the earth (which is their definition of excavation), you are required to call and obtain a locate ticketA locating company will come to your property for no charge and paint the ground showing where underground facilities are located prior to any excavation occurringThis was not done by Mr [redacted] nor the company who did the work which again, is failing to follow a state statute.Mr [redacted] also mentions there was no mention of a charge for damaging Frontier’s propertyAnytime someone damages another person’s/company’s property, there will be a charge for the repair/replacement of that propertyBefore the repair/replacement takes place, there’s no way for anyone to know what the total amount would be.Mr [redacted] ’s complaint also says in dealing with this company and the cost of the claim “they would not budge on this price”That is incorrectWe offered two different settlements to try to resolve the claimBoth offers were discussed with Lisa [redacted] The first settlement was reducing claim by 15% which we advised on a v/m on 7-17-The second offer was reducing the claim by 25% which was on a phone conversation 7-18-Lisa advised she would discuss with her husbandThe [redacted] s’ have never accepted our offer to settle up to this day, 10-16-17.CMR has been and will continue to work with the [redacted] ’s to resolve this claimWe believe the offers that have been extended, which are not required, show we are trying to come to an amicable and fair agreement for the [redacted] ’s and our client.Sincerely, [redacted] Drop Claim SupervisorClaims Management Resources
“Upon Frontier’s investigation, it has been determined that this customer should be relieved of all charges as Frontier did not provide enough information to determine the cause of the damage or who should be billed”
Initial Business Response /* (1000, 5, 2016/02/03) */
Thank you for illustrating this issue to CMR, we have investigated this claims activity and per our resolution process, this claim should have been cancelledWe will further resolve the issue by re-training the adjustor involved and canceling
the claim, per our prescribed process
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***
I am rejecting this response because:Frontier has indicated to me that if I owed for any damages that it would be put on my monthly bill, which it has not. My account has a zero balance and has been in good standing since inception. I have spoken with numerous people at Frontier in a multitude of different departments and all of them have indicated that Frontier does not use third party billing services. No one at CMR has been able to give me a contact at Frontier that can verify the relationship is legitimate. Regardless, I will not be remitting any funds to a third party. Complaint has been filed with the Oklahoma attorney general's office. Next step is further legal action
Sincerely,
*** ***
November 15, 2017Revdex.comRe: Complaint ID *** ***CMR claim number: ***To whom it may concern:I’m writing in regards to your Revdex.com complaint ID number ***.CMR claims is a third party subrogation firm hired by Frontier Communications to assist them in the
recovery of their property damage claimsThese claims consist of underground cable damage, aerial cable damage and stationary object damages.Mr*** was landscaping and damaged a Frontier underground fios lineWhen a damage like this occurs, Frontier will repair/replace the damaged cable and CMR claims will invoice the “named damager” on behalf of Frontier, hence the reason he received the billing statement from CMR.The State of Indiana has a dig law that says; before you plan to dig or excavate which is penetrating the earth by any means, you are required to call and have your property locatedMr*** failed to do this, which is failing to abide by the State of Indiana’s State statute.Mr*** explains in his complaint that when he calls Frontier customer service they don’t know who CMR claims is AND they don’t show he owes a balance on his accountThe reason for this is because when Mr*** calls into Frontier customer service, the customer service reps are pulling up (on computer) his contracted services he has with Frontier.The information in regards to a damage claim is not housed in the same computer system the monthly invoiced is housedThe department where this information is known and can be seen within Frontier is their Special Project Billing departmentUnfortunately, the SPB computer system doesn’t talk to the customer service computer system and at times, this creates confusion such as Mr***’s scenario.CMR is not a scam as he mentions in his complaintWe have talked with Mr*** and have tried to come to a fair resolution regarding the claim and he has refusedCMR is more than happy to have our contact within Frontier contact Mr*** and explain to him we are a legitimate company.Thank you,*** ***Claims Supervisor
Initial Business Response /* (1000, 5, 2015/08/04) */
Upon reviewing this complaint, it has been determined that this issue does not relate to the business of CMR Claims
We have forwarded this complaint to Verizon, and they have forwarded this complaint to their appropriate department within
VerizonVerizon will handle this complaint and contact their customer accordingly
CMR claims is a third party subrogation firm hired by Verizon to work their damage
claims. On November 24th 2016,an underground cable,belonging to Verizonwas damaged at the residenceof John and Cindy [redacted].The damage report CMRreceived from Verizonsays this to be true and advisesto bill John...
[redacted]as the damaging party.Verizon hadto replace209 feet of cable due to this damage.When a Verizon customer contacts Verizon customer service todiscuss a "damage claim" , the customer service representatives do not see those chargesin their computersystem. The Verizonreps are only pulling up whatever contracted services the callerhas with Verizon,i.e.Internet, cable TV or phone.The cost to repaira damage cable is not billed to their normal monthly statement. The damage claim information ishoused in adifferent computer systemwhich isseen by a group within Verizoncalled, Special Projects Billing.Unfortunately the customerservice computer systemand the SPB computer system don't "talk" toeach other and therefore causes someconfusion at times. Thisis the reason the Verizon rep toldMrs. [redacted] they didn't show a chargeon her account for $465.11.Anytime a damage occurs to Verizon's
property, there will be a party billed for the damage, whether that be the homeowner or
whomever the homeowner had working for them. When the repair technician gets to the siteof the damage he/she doesn'tknow what the amount of the chargeswill be. They are there to simply get their customer back upand runningas quick as possible.M rs. [redacted] mentions the cable that was damaged was 1 foot underground running through her yard. All cables must come out of the utility easement and to each customer's homes.Once a cable comes out of the utility easement, there is no depth requirement for the cable. If the[redacted]s would have called 811 as required by the State of Virginia before digging, they could have possibly avoided hitting this cable as there would have been paint mark on the ground which "tells them" somewhere underground within 24 inches on either side of the paint mark is a cable.I feel if there would have been a paint mark in the
area they were digging, they would have been digging in a more careful manner and could have avoided causing this damage.Verizon never intends to upset their customers by invoicing
them for the damage, however, they are simply asking the damaging party to reimburse them for the charges incurred in the repair/replacement of the damaged equipment.CMR's records reflect the [redacted]'s mailed in payment of $350.00 for this damage and payment was posted 4-4-17.
To Whom It May Concern: Per Frontier’s request, CMR has cancelled the claim against Mr. [redacted]; therefore, this Revdex.com Complaint should be closed. Regards, [redacted] | Executive Assistant to Richard Cook Claims Management ResourcesAddress: [redacted]Direct: [redacted] | General: [redacted]@cmrclaims.com |www.cmrclaims.com
Initial Business Response /* (1000, 8, 2016/01/04) */
After communication with Mr [redacted] in December, this claim has been settled. While Verizon stands their position that this bill is owed, they agreed in the spirit of compromise to settle the claim with Mr [redacted] for $321.93, which Mr [redacted] agreed...
Complaint: [redacted]
I am rejecting this response because: We were not informed by the company that came to our residence that we would be charged at all, much less told what the charges may be. The cable was not buried adequately to begin with and was not buried near where all of our other utility lines run through our property. In addition, and as a result of the poor handling of this matter, I will be cancelling all Verizon services, including cell phone services and going to another provider.
Sincerely,
[redacted]
CMR is a third party subrogation
firm hired by Frontier to assist in the recovery of their property damage
claims. These claims consist of underground cable damage, aerial cable damage
and stationary object damages.Ms. [redacted]’s complaint to the
Revdex.com is based on her not being sure if CMR is a...
legitimate company due to being
told by a Frontier representative that CMR is not affiliated with Frontier.When a damage
occurs to Frontier’s property, such as an underground cable in this instance,
CMR receives paperwork electronically from Frontier and CMR then creates the
claim. CMR’s recovery department then contacts the individual who caused the
damage and recovers the money it costs Frontier to repair the damage.If the person who caused the
damage calls Frontier customer service and ask them about the invoice they
received from CMR, the Frontier rep will not know what the caller is talking
about. When the Frontier rep pulls up the damagers account, they are pulling up
the account which shows the contracted services they person has with Frontier
such asinternet, cable, phone etc. The
reps don’t see or know about any damage claim amount in their computer system.
This causes confusion and frustration in which Ms. [redacted] is experiencing.
The computer system within Frontier that does know about damage claims is with
a Frontier department called Special Projects Billing. Unfortunately Special
Projects Billings computer system doesn’t talk to the customer service computer
system and this is where miscommunication is given and the word “fraud” is used
at times.CMR has received Ms. [redacted]’s
Frontier statement which shows the billed amount for the repair work, which she
shouldn’t have received. The only billing she should have received for a damage
should come from CMR. We have forwarded this to our Frontier contact to review.
We will reach out to Ms. [redacted] once we hear back from our contact on how
they want CMR to proceed.
Revdex.comID [redacted] W [redacted]To whom it may concern:I’m writing in response to your letter regarding ID [redacted].CMR is a third party subrogation firm hired by Frontier Communications to help assist in the recovery of their property damage claims. These claims consist of underground...
cable damage, aerial cable damage and stationary object damages.Mr. [redacted]’s complaint to the Revdex.com is he had a company installing sod at his home and admits this company damaged Frontiers underground facility when doing so. Mr. [redacted]’s argument is the cable was not 5-6 inches below the surface. Once a cable leaves the utility easement, there is no depth requirement. There is also no way Frontier has any control over maintaining the depth of a cable once it’s installed/buried. Once the cable is buried, the job is done.The state of Florida has a dig law which says before you do any work in which you will be penetrating the earth or disturbing the surface of the earth (which is their definition of excavation), you are required to call 811 and obtain a locate ticket. A locating company will come to your property for no charge and paint the ground showing where underground facilities are located prior to any excavation occurring. This was not done by Mr. [redacted] nor the company who did the work which again, is failing to follow a state statute.Mr. [redacted] also mentions there was no mention of a charge for damaging Frontier’s property. Anytime someone damages another person’s/company’s property, there will be a charge for the repair/replacement of that property. Before the repair/replacement takes place, there’s no way for anyone to know what the total amount would be.Mr. [redacted]’s complaint also says in dealing with this company and the cost of the claim “they would not budge on this price”. That is incorrect. We offered two different settlements to try to resolve the claim. Both offers were discussed with Lisa [redacted]. The first settlement was reducing claim by 15% which we advised on a v/m on 7-17-17. The second offer was reducing the claim by 25% which was on a phone conversation 7-18-17. Lisa advised she would discuss with her husband. The [redacted]s’ have never accepted our offer to settle up to this day, 10-16-17.CMR has been and will continue to work with the [redacted]’s to resolve this claim. We believe the offers that have been extended, which are not required, show we are trying to come to an amicable and fair agreement for the [redacted]’s and our client.Sincerely,[redacted]Drop Claim SupervisorClaims Management Resources
Initial Business Response /* (1000, 5, 2015/06/17) */
We have escalated this issue to a representative at Verizon for this outage issue. Since this does not regard a damage claim per the Claims Management Resources business, there may be confusion with the appropriate routing of this...
complaint.
Pending a response from Verizon, we will reroute/respond very soon.
Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ We have escalated this issue to a representative at Verizon for this outage issueSince this does not regard a damage claim per the Claims Management Resources business, there may be confusion with the appropriate routing of this complaint Pending a response from Verizon, we will reroute/respond very soon
To Whom It May Concern: Per Frontier’s request, CMR has cancelled the claim against Mr***; therefore, this Revdex.com Complaint should be closed Regards, [redacted] | Executive Assistant to Richard Cook Claims Management ResourcesAddress: [redacted] ***Direct: [redacted] | General: [redacted] @cmrclaims.com |www.cmrclaims.com
Complaint: [redacted] I am rejecting this response because: We were not informed by the company that came to our residence that we would be charged at all, much less told what the charges may beThe cable was not buried adequately to begin with and was not buried near where all of our other utility lines run through our propertyIn addition, and as a result of the poor handling of this matter, I will be cancelling all Verizon services, including cell phone services and going to another provider Sincerely, [redacted] ***
CMR is a third party subrogation firm hired by Frontier to assist in the recovery of their property damage claimsThese claims consist of underground cable damage, aerial cable damage and stationary object damages.Ms [redacted] ’s complaint to the Revdex.com is based on her not being sure if CMR is a legitimate company due to being told by a Frontier representative that CMR is not affiliated with Frontier.When a damage occurs to Frontier’s property, such as an underground cable in this instance, CMR receives paperwork electronically from Frontier and CMR then creates the claimCMR’s recovery department then contacts the individual who caused the damage and recovers the money it costs Frontier to repair the damage.If the person who caused the damage calls Frontier customer service and ask them about the invoice they received from CMR, the Frontier rep will not know what the caller is talking aboutWhen the Frontier rep pulls up the damagers account, they are pulling up the account which shows the contracted services they person has with Frontier such asinternet, cable, phone etcThe reps don’t see or know about any damage claim amount in their computer system This causes confusion and frustration in which Ms [redacted] is experiencing The computer system within Frontier that does know about damage claims is with a Frontier department called Special Projects BillingUnfortunately Special Projects Billings computer system doesn’t talk to the customer service computer system and this is where miscommunication is given and the word “fraud” is used at times.CMR has received Ms [redacted] ’s Frontier statement which shows the billed amount for the repair work, which she shouldn’t have receivedThe only billing she should have received for a damage should come from CMRWe have forwarded this to our Frontier contact to review We will reach out to Ms [redacted] once we hear back from our contact on how they want CMR to proceed
Initial Business Response / [redacted] (1000, 8, 2016/01/04) */ After communication with Mr [redacted] in December, this claim has been settledWhile Verizon stands their position that this bill is owed, they agreed in the spirit of compromise to settle the claim with Mr [redacted] for $321.93, which Mr [redacted] agreed and paid on 12/17/
Revdex.comID [redacted] W [redacted] To whom it may concern:I’m writing in response to your letter regarding ID [redacted] .CMR is a third party subrogation firm hired by Frontier Communications to help assist in the recovery of their property damage claimsThese claims consist of underground cable damage, aerial cable damage and stationary object damages.Mr [redacted] ’s complaint to the Revdex.com is he had a company installing sod at his home and admits this company damaged Frontiers underground facility when doing soMr [redacted] ’s argument is the cable was not 5-inches below the surfaceOnce a cable leaves the utility easement, there is no depth requirementThere is also no way Frontier has any control over maintaining the depth of a cable once it’s installed/buriedOnce the cable is buried, the job is done.The state of Florida has a dig law which says before you do any work in which you will be penetrating the earth or disturbing the surface of the earth (which is their definition of excavation), you are required to call and obtain a locate ticketA locating company will come to your property for no charge and paint the ground showing where underground facilities are located prior to any excavation occurringThis was not done by Mr [redacted] nor the company who did the work which again, is failing to follow a state statute.Mr [redacted] also mentions there was no mention of a charge for damaging Frontier’s propertyAnytime someone damages another person’s/company’s property, there will be a charge for the repair/replacement of that propertyBefore the repair/replacement takes place, there’s no way for anyone to know what the total amount would be.Mr [redacted] ’s complaint also says in dealing with this company and the cost of the claim “they would not budge on this price”That is incorrectWe offered two different settlements to try to resolve the claimBoth offers were discussed with Lisa [redacted] The first settlement was reducing claim by 15% which we advised on a v/m on 7-17-The second offer was reducing the claim by 25% which was on a phone conversation 7-18-Lisa advised she would discuss with her husbandThe [redacted] s’ have never accepted our offer to settle up to this day, 10-16-17.CMR has been and will continue to work with the [redacted] ’s to resolve this claimWe believe the offers that have been extended, which are not required, show we are trying to come to an amicable and fair agreement for the [redacted] ’s and our client.Sincerely, [redacted] Drop Claim SupervisorClaims Management Resources
“Upon Frontier’s investigation, it has been determined that this customer should be relieved of all charges as Frontier did not provide enough information to determine the cause of the damage or who should be billed”
Initial Business Response /* (1000, 5, 2016/02/03) */
Thank you for illustrating this issue to CMR, we have investigated this claims activity and per our resolution process, this claim should have been cancelledWe will further resolve the issue by re-training the adjustor involved and canceling
the claim, per our prescribed process
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint: ***
I am rejecting this response because:Frontier has indicated to me that if I owed for any damages that it would be put on my monthly bill, which it has not. My account has a zero balance and has been in good standing since inception. I have spoken with numerous people at Frontier in a multitude of different departments and all of them have indicated that Frontier does not use third party billing services. No one at CMR has been able to give me a contact at Frontier that can verify the relationship is legitimate. Regardless, I will not be remitting any funds to a third party. Complaint has been filed with the Oklahoma attorney general's office. Next step is further legal action
Sincerely,
*** ***
November 15, 2017Revdex.comRe: Complaint ID *** ***CMR claim number: ***To whom it may concern:I’m writing in regards to your Revdex.com complaint ID number ***.CMR claims is a third party subrogation firm hired by Frontier Communications to assist them in the
recovery of their property damage claimsThese claims consist of underground cable damage, aerial cable damage and stationary object damages.Mr*** was landscaping and damaged a Frontier underground fios lineWhen a damage like this occurs, Frontier will repair/replace the damaged cable and CMR claims will invoice the “named damager” on behalf of Frontier, hence the reason he received the billing statement from CMR.The State of Indiana has a dig law that says; before you plan to dig or excavate which is penetrating the earth by any means, you are required to call and have your property locatedMr*** failed to do this, which is failing to abide by the State of Indiana’s State statute.Mr*** explains in his complaint that when he calls Frontier customer service they don’t know who CMR claims is AND they don’t show he owes a balance on his accountThe reason for this is because when Mr*** calls into Frontier customer service, the customer service reps are pulling up (on computer) his contracted services he has with Frontier.The information in regards to a damage claim is not housed in the same computer system the monthly invoiced is housedThe department where this information is known and can be seen within Frontier is their Special Project Billing departmentUnfortunately, the SPB computer system doesn’t talk to the customer service computer system and at times, this creates confusion such as Mr***’s scenario.CMR is not a scam as he mentions in his complaintWe have talked with Mr*** and have tried to come to a fair resolution regarding the claim and he has refusedCMR is more than happy to have our contact within Frontier contact Mr*** and explain to him we are a legitimate company.Thank you,*** ***Claims Supervisor
Initial Business Response /* (1000, 5, 2015/08/04) */
Upon reviewing this complaint, it has been determined that this issue does not relate to the business of CMR Claims
We have forwarded this complaint to Verizon, and they have forwarded this complaint to their appropriate department within
VerizonVerizon will handle this complaint and contact their customer accordingly
CMR claims is a third party subrogation firm hired by Verizon to work their damage
claims. On November 24th 2016,an underground cable,belonging to Verizonwas damaged at the residenceof John and Cindy [redacted].The damage report CMRreceived from Verizonsays this to be true and advisesto bill John...
[redacted]as the damaging party.Verizon hadto replace209 feet of cable due to this damage.When a Verizon customer contacts Verizon customer service todiscuss a "damage claim" , the customer service representatives do not see those chargesin their computersystem. The Verizonreps are only pulling up whatever contracted services the callerhas with Verizon,i.e.Internet, cable TV or phone.The cost to repaira damage cable is not billed to their normal monthly statement. The damage claim information ishoused in adifferent computer systemwhich isseen by a group within Verizoncalled, Special Projects Billing.Unfortunately the customerservice computer systemand the SPB computer system don't "talk" toeach other and therefore causes someconfusion at times. Thisis the reason the Verizon rep toldMrs. [redacted] they didn't show a chargeon her account for $465.11.Anytime a damage occurs to Verizon's
property, there will be a party billed for the damage, whether that be the homeowner or
whomever the homeowner had working for them. When the repair technician gets to the siteof the damage he/she doesn'tknow what the amount of the chargeswill be. They are there to simply get their customer back upand runningas quick as possible.M rs. [redacted] mentions the cable that was damaged was 1 foot underground running through her yard. All cables must come out of the utility easement and to each customer's homes.Once a cable comes out of the utility easement, there is no depth requirement for the cable. If the[redacted]s would have called 811 as required by the State of Virginia before digging, they could have possibly avoided hitting this cable as there would have been paint mark on the ground which "tells them" somewhere underground within 24 inches on either side of the paint mark is a cable.I feel if there would have been a paint mark in the
area they were digging, they would have been digging in a more careful manner and could have avoided causing this damage.Verizon never intends to upset their customers by invoicing
them for the damage, however, they are simply asking the damaging party to reimburse them for the charges incurred in the repair/replacement of the damaged equipment.CMR's records reflect the [redacted]'s mailed in payment of $350.00 for this damage and payment was posted 4-4-17.
To Whom It May Concern: Per Frontier’s request, CMR has cancelled the claim against Mr. [redacted]; therefore, this Revdex.com Complaint should be closed. Regards, [redacted] | Executive Assistant to Richard Cook Claims Management ResourcesAddress: [redacted]Direct: [redacted] | General: [redacted]@cmrclaims.com |www.cmrclaims.com
Initial Business Response /* (1000, 8, 2016/01/04) */
After communication with Mr [redacted] in December, this claim has been settled. While Verizon stands their position that this bill is owed, they agreed in the spirit of compromise to settle the claim with Mr [redacted] for $321.93, which Mr [redacted] agreed...
and paid on 12/17/15.
Complaint: [redacted]
I am rejecting this response because: We were not informed by the company that came to our residence that we would be charged at all, much less told what the charges may be. The cable was not buried adequately to begin with and was not buried near where all of our other utility lines run through our property. In addition, and as a result of the poor handling of this matter, I will be cancelling all Verizon services, including cell phone services and going to another provider.
Sincerely,
[redacted]
CMR is a third party subrogation
firm hired by Frontier to assist in the recovery of their property damage
claims. These claims consist of underground cable damage, aerial cable damage
and stationary object damages.Ms. [redacted]’s complaint to the
Revdex.com is based on her not being sure if CMR is a...
legitimate company due to being
told by a Frontier representative that CMR is not affiliated with Frontier.When a damage
occurs to Frontier’s property, such as an underground cable in this instance,
CMR receives paperwork electronically from Frontier and CMR then creates the
claim. CMR’s recovery department then contacts the individual who caused the
damage and recovers the money it costs Frontier to repair the damage.If the person who caused the
damage calls Frontier customer service and ask them about the invoice they
received from CMR, the Frontier rep will not know what the caller is talking
about. When the Frontier rep pulls up the damagers account, they are pulling up
the account which shows the contracted services they person has with Frontier
such asinternet, cable, phone etc. The
reps don’t see or know about any damage claim amount in their computer system.
This causes confusion and frustration in which Ms. [redacted] is experiencing.
The computer system within Frontier that does know about damage claims is with
a Frontier department called Special Projects Billing. Unfortunately Special
Projects Billings computer system doesn’t talk to the customer service computer
system and this is where miscommunication is given and the word “fraud” is used
at times.CMR has received Ms. [redacted]’s
Frontier statement which shows the billed amount for the repair work, which she
shouldn’t have received. The only billing she should have received for a damage
should come from CMR. We have forwarded this to our Frontier contact to review.
We will reach out to Ms. [redacted] once we hear back from our contact on how
they want CMR to proceed.
Revdex.comID [redacted] W [redacted]To whom it may concern:I’m writing in response to your letter regarding ID [redacted].CMR is a third party subrogation firm hired by Frontier Communications to help assist in the recovery of their property damage claims. These claims consist of underground...
cable damage, aerial cable damage and stationary object damages.Mr. [redacted]’s complaint to the Revdex.com is he had a company installing sod at his home and admits this company damaged Frontiers underground facility when doing so. Mr. [redacted]’s argument is the cable was not 5-6 inches below the surface. Once a cable leaves the utility easement, there is no depth requirement. There is also no way Frontier has any control over maintaining the depth of a cable once it’s installed/buried. Once the cable is buried, the job is done.The state of Florida has a dig law which says before you do any work in which you will be penetrating the earth or disturbing the surface of the earth (which is their definition of excavation), you are required to call 811 and obtain a locate ticket. A locating company will come to your property for no charge and paint the ground showing where underground facilities are located prior to any excavation occurring. This was not done by Mr. [redacted] nor the company who did the work which again, is failing to follow a state statute.Mr. [redacted] also mentions there was no mention of a charge for damaging Frontier’s property. Anytime someone damages another person’s/company’s property, there will be a charge for the repair/replacement of that property. Before the repair/replacement takes place, there’s no way for anyone to know what the total amount would be.Mr. [redacted]’s complaint also says in dealing with this company and the cost of the claim “they would not budge on this price”. That is incorrect. We offered two different settlements to try to resolve the claim. Both offers were discussed with Lisa [redacted]. The first settlement was reducing claim by 15% which we advised on a v/m on 7-17-17. The second offer was reducing the claim by 25% which was on a phone conversation 7-18-17. Lisa advised she would discuss with her husband. The [redacted]s’ have never accepted our offer to settle up to this day, 10-16-17.CMR has been and will continue to work with the [redacted]’s to resolve this claim. We believe the offers that have been extended, which are not required, show we are trying to come to an amicable and fair agreement for the [redacted]’s and our client.Sincerely,[redacted]Drop Claim SupervisorClaims Management Resources
Initial Business Response /* (1000, 5, 2015/06/17) */
We have escalated this issue to a representative at Verizon for this outage issue. Since this does not regard a damage claim per the Claims Management Resources business, there may be confusion with the appropriate routing of this...
complaint.
Pending a response from Verizon, we will reroute/respond very soon.