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user_i7va3l
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3 Messages

Friday, January 30th, 2026 6:40 AM

Continued Failure to Address Admitted Property Damage Claim

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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2 days ago

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user_x9v39m

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18 Messages

3 days ago

I am in the same situation in houston, they [Edited: "Language"] my roof  by installing cameras. Be aware of this company, the manager of the cameras installers in houston is a completely lier, unprofessional, 

2 months and they dont want to pay for the repairs

(edited)

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XfinityDena

Official Employee

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4K Messages

Thank you for reaching back out @user_i7va3l I have reviewed your past interactions with our team, and we have asked for you to reach out in a message sharing your information, but we have not received that as of yet. I did do a bit of digging with the information I do have. We did provide you with two options to resolve - you could get an invoice or repair from a vendor of your choosing or we could hire a vendor. From my understanding our vendor did reach out but since you were leaving out of country an appointment was not completed. Did you try to reach back out to the vendor to set up an appointment?

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3 days ago

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user_x9v39m

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18 Messages

I was never contacted by the contractor or by any of you. I went abroad, and I was told that someone would be sent before I left the country, and that never happened. I asked you to let me know so that I could have someone at the house when the repair was done while I was away, and that never happened either. Then you pulled out of nowhere a lie that the contractor had called me, which never happened. I asked you to show proof of that, and you never did. You keep canceling my tickets after I speak up and repeat myself. The head technician in the Houston area for the cameras keeps canceling my tickets, and I don’t have the money to fix this, nor should I have to. You need to send a vendor to fix my situation. I’ve already gone to the small court Claims and filed a complaint with the BBB and everything else. You are liars and incompetent, and I will leave bad reviews until you fix this and stop shamelessly lying and insulting your customers’ intelligence.

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3 days ago

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user_x9v39m

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18 Messages

Also your manager of the cameras installers , told me…. We dont have a vendor anymore, xfinity cant find a vendor( sheetrock and wood) in the houston area? Funny

i cant contact the vendor because i dont have anything from him, never spoke with him, neither name or number. Completely lie.

you guys record conversations? I invite you to review them and see who's the liar. Again i won't stop untill you take responsability. 

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3 days ago

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XfinityOrlandoM

Official Employee

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3K Messages

@user_x9v39m

We do apologize for any go ahead and send us a direct message so we can look into this further for you

 

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

 

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

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2 days ago

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XfinityEricB

Official Employee

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3K Messages

3 days ago

 

user_i7va3l Sorry for the delay, but your last few direct messages were provided outside our hours of operation. We are open again for the day, and I'm sending another direct message for information on your claim. Our Community Specialists are here to provide official support seven days a week between 6:00 AM and 1:00 AM Eastern Time. If you reach out outside these hours, there might be a delay, but please know we'll get back to you as soon as possible. When you get a chance please reply to the direct message. 

 

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