ComplaintsforRace Communications

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im going internet tampering. Internet working when bill is supposed to be shut off, now paid bill and now there is technical issues which cant be mended without a tech coming out which may or may not require a large payment. Ongoing stalking and harassment continued to frame mother and children. A few workers from race is involved in large targeted harassment and violence. Knowledge of mom and kids being abandoned and knowledge of prevention to access of online knowledge and services, could be prevented. Involved in disteki deuther watch (army cid, ect) given to Naws two weeks ago, sent to house in ****. *** confirms it is not in my possession.

  Business response

  09/24/2024

  Hello *******,

  We apologize for any inconvenience or misunderstandings that may have occurred. We take complaints surrounding harassment very seriously and would like to investigate further. Unfortunately, the information provided does not allow us to find your account to review further. Can you please give us a call at ************ and speak with our managers to address this concern. Or, If you would like, we can give you a call. Please note that we must verify the account before we can discuss any personal details that may be related within the ticket. 

  Please let us know how you would like to proceed and work towards a resolution. 

  Thank you,

  Race Communcations 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Race to switch over to their service. We scheduled an appointment but a tech arrived early when I was not home to check the yard where the install would happen. They never explained this would happen or that they would attach a wire across my yard.I contact customer service asking them for an alternative or for them to remove their equipment. They agreed to contact me but never did.

  Business response

  08/06/2024

  The installation of the overhead drop line for this customer was completed on 5/20, prior to the scheduled install on 5/21. Standard procedure is to let the customer know at the time the install is scheduled that the crew will be completing the drop prior to the scheduled install appointment, that this work will not require access to the inside of the home, and that the customer will not need to be present. 

  ********************** contacted us prior to his install on 5/21 to express concerns with the overhead drop and to request that we explore alternatives. He spoke with one of our Field Supervisors that day and opted to cancel the order prior to installation. The installation was not completed and the account was never activated.

  Our notes do not indicate any damage that required repair or that any further contact was requested. We are happy to work with ********************** to rectify his concern but we will need more information about what needs to be repaired.

  Our Customer Support team can be contacted directly at ************ or by emailing ****************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 1st construction crew tore into my yard, and dug up my sprinklers. During this process they undermined my driveway, compromising its integrity. While placing their telecommunications line they made an uneven lip where my driveway meets the sidewalk. Its a tripping hazard and a safety issue. They didnt even put back the basketball hoop they moved without permission. Now Ill be lucky if I dont trip and break a bone while walking my trash toters to the curbside. They left tire marks and mud all over the place. They sat in my yard smoking cigarettes and drinking alcohol (I have video evidence) I have video and photo proof of before and after the bad work and the now dangerous safety violations. I plan on filing a grievance at city hall first thing in the morning. Just because you have a permit does not mean you can leave an unsafe liability on my property. Went out and tried to talk with the crew, not one of them said anything to me, as they only spoke Spanish.

  Business response

  03/15/2024

  Good Afternoon *** ******************* appreciate you bringing this to our attention. Since this complaint has been filed, we have been in communication about the situation. We have reviewed the video footage along with damage in question and have made arrangements to make repairs. Feel free to contact us directly with us and we can follow our processes to rectify the issue.

  We hope to have taken care of the issue and if you have any further concerns, please get in contact with us at ****************

  Thank you

  Race Communications

• Initial Complaint

  03/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with race communication,I dont have a contract with I.C. System,inc

  Business response

  03/05/2024

  Hello *************,

  We appreciate you bringing this matter to our attention. We would like to look into the details further so that we can see *** have happened. Can you provide more information like a Service Address or Account number that would have been linked to us? It appears that this information was missing with this submission. With those details, we can review the Billing side of the account. I.C. Systems is our 3rd party collections agency that Race uses in the event that a customer has not paid in over 90 days without contact. We attempt to make contact before using our 3rd party agency whenever possible as most of the time it might have been related to someone moving and leaving equipment behind. 

  Please give us a call at **************** and our ****************** will be able to discuss any details. Or, please provide some information that I can use to pinpoint your account to further assist you.

  We apologize for any confusion that this *** have caused. 

  Thank you,

  Race Communications 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 02/26/2024, Race communications replaced a section of sidewalk in front of my residence. While doing so they destroyed a 30 year old section of my lawn, leaving it very undesirable. Race also installed a utility box in my lawn causing my lawn to sink in the location and the box was haphazardly installed and unappealing. **** told me to confirm the property lines with my city and that they were closing the ticket and not repairing the damage they did to my property where I have lived for 30 years. I am a disabled veteran and nit able to restore my property to where it was prior to them coming and inconveniencing me.

  Business response

  03/05/2024

  Good Afternoon, **********************.

  Thank you for bringing this matter to our attention. We apologize for any inconvenience this may have caused. As a CLEC, Race is able to apply for permitting to work within the easements. Typically, the easements are owned by the City or Utility companies, depending on your area. Once we have a permit, it allows us to build new infrastructure within those easements. Sometimes the easements can be on the property further back than Homeowners are aware and can lead to confusion. Reviewing the photos, it appears that the lawn was needing to be trimmed within the easement for us to make repairs to the sidewalk. If you like, we can use the existing ticket that we have opened and get someone out to review the property. Based off the pictures, I am not sure there is anything more we can do without causing more damage to the lawn. The section appears to be about 1-2 inches wide but none the less, we can have someone review the section to see if there is anything further, we can do.  

  Please give us a call at **************** and reference your ticket number (#******) and an Agent will escalate the ticket or reply here and we will escalate the ticket for a site visit. We apologize for any confusion that we may have caused and hope to remedy this issue quickly.

  Thank you,
  Race Communications 

  Customer response

  03/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Race Communication has dug up my yard without permission destroying our sidewalk, front yard, sprinkler system and our backyard has also been destroyed due to the damage of sprinkler system. I have reached out to Race Communications management and the city of Lancaster and only the sidewalk has been repaired.

  Business response

  02/20/2024

  Thank you for reaching out to Race Communcations. We have been able to find a ticket number related to the complaint in question. Ticket # ******, On 08/07/2023 ****** reached out with concerns surrounding the concrete and sidewalk within the City Easements around ********************************************* **. We then sent this information over to our PM in the area who had already been in contact with the ***************** about Kelvins concerns surrounding the concrete being a trip hazard. Our sub-contractors made contact with ******, discussing the detailed around the concrete and it's repairs. The concrete was repaired, and the ticket was closed out as repaired. Our follow-up with the city would indicate this had been resolved.

  Moving to today, this would be the first time we are hearing about the sprinkler system and would have no problem reviewing the details surrounding that piece. If the lines were inside of the easement, how the damage looks, we should be able to pinpoint if it was something our side.

  Please let us know if you would like to discuss this further, if so, please give us a call at ************ and reference ticket# ******.

  Thank you
  Race Communications

  Customer response

  02/27/2024

   
  Complaint: 21305286
  
  Subject: Complaint and Rejection Regarding Unauthorized Easement Construction
  Dear RACE Communication,
  I am writing to express my deep dissatisfaction and concern regarding the recent construction carried out by RACE Communication on the easement adjoining my property located at ***************************************************************]. It has come to my attention that without any prior permission or knowledge, your company has undertaken construction activities that have resulted in significant damage and hazards to my property.
  Firstly, the construction has led to the damage of several sprinkler systems installed on my property. As a result, my lawn has suffered severe damage, with portions of it now exhibiting dead grass and visible signs of distress. This not only impacts the aesthetic appeal of my property but also poses a considerable inconvenience and financial burden for me to rectify.
  Moreover, the construction has caused irreparable damage to the sidewalk adjacent to my property. The sidewalk has been left in a hazardous condition, with uneven surfaces and cracks presenting a clear danger to pedestrians, including myself and my neighbors. This poses a serious safety concern, especially considering the potential for accidents or injuries, which could result in legal liabilities for both your company and myself.
  Furthermore, the construction carried out without proper authorization or consultation reflects a blatant disregard for property rights and regulations. As a property owner, I have the right to be informed and consulted about any activities that *** affect my property. The lack of communication and transparency in this matter is unacceptable and has caused unnecessary inconvenience and distress.
  In light of the aforementioned issues, I must formally reject the construction carried out by RACE Communication on the easement adjoining my property. I request immediate cessation of any further activities that *** impact my property, and I demand prompt remediation of the damages caused. This includes repairing the broken sprinkler systems, restoring the damaged lawn, and ensuring the safe and proper repair of the sidewalk to eliminate any hazards.
  Additionally, I expect a formal apology from RACE Communication for the inconvenience and damage caused by this unauthorized construction. Furthermore, I urge your company to review its policies and procedures to prevent similar incidents from occurring in the future and to establish better communication channels with affected property owners.
  Please acknowledge receipt of this letter at your earliest convenience and provide a timeline for addressing the issues raised herein. Failure to do so will leave me with no choice but to explore further legal recourse to protect my property rights and seek compensation for damages incurred.
  Thank you for your prompt attention to this matter.
  Sincerely,
  *************************
  ************
  *****************
  
  

  Business response

  03/05/2024

  Good Afternoon, ****************.

  We appreciate you brining this to our attention. We want to ensure that we are following all the guidelines when it comes to new infrastructure being built within the City of Lancaster. As a CLEC, we can apply for permitting to work within an easement. There are several types of easements but typically they are owned by the City or *************** in the area. By being granted a permit to place infrastructure, we are allowed to build within the areas of which they are granted. Water and Power companies also use these easements for their infrastructure as well. We apologize for any confusion that *** be surrounding the easements. 

  Reviewing the ticket notes back from the original ticket #******. The sprinkler system was not mentioned as being damaged and this BBB complaint was the first-time that Race had heard of this issue. The sidewalk has been repaired and we received confirmation back from the City of Lancaster that it was acceptable back in August. I have attached a picture showing the repaired sidewalk. We are being proactive in reviewing the sprinkler systems. We have attempted contact to the phone number listed via voicemail and text. We did get a reply back to the text but have not heard anything back after the initial answer. Our assessment shows that there was not any sprinkler systems in the area of which we worked within the easement, however, we know that sprinkler systems do not always follow normal guidelines. Our Project Manager, *** would like to meet with you to review the damage in detail and work towards a resolution. 

  We are using the existing ticket number for reference. (Ticket#******) Our PMs number is the same as the text message. **************. When making contact just provide the name and address and our PM will schedule a time to review the sprinkler system and sidewalk repairs with you present. Please reach back out to us ASAP. If our construction to build infrastructure did cause damage to the system, we can discuss the next steps to remedy the issue from there. 

  Again, we apologize for any confusion and hope that we can resolve this matter quickly. 

   

  Thanks
  Race Communications

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a resident homeowner in West ********* **********. Race telecommunications company is currently in my subdivision neighborhood installing underground fiber optic Network cables and volts on all of our residence properties in this neighborhood including mine. There are approximately 22 home in this subdivision / community. They have cut large ugly holes in our beautiful sidewalks and streets to install their underground fiber optics cables. And so far supposably temporarily filled them in with black asphalt pitch. With no confirmed date on when they will come out and replace the damaged sections of concrete sidewalks with new concrete. Next they removed a section of my Kentucky bluegrass sod to install one of their small vaults damaging my grass. The only thing I ever received from Race telecommunications was a little flyer on my door approximately 2 weeks before they started to install their Network fiber optic cables in our subdivision. The information on the flyer was extremely vague pertaining to what they were going to have to do to get this work completed. So far I am not happy with their business practices and procedure! Their crews are still in our neighborhood working as of right now. I have contacted race directly and spoke to one of their representatives and was told a supervisor would call me directly. So far only the original representative has been in contact with me to relay messages back and forth from his supervisor. This is not acceptable at all! We need to have confirmed in writing dates on when proper repairs will be performed to our streets,sidewalks and property. PS no boilerplate responses will be accepted from Race telecommunications company!

  Business response

  12/11/2023

  Good Afternoon, ****************,

  I hope this email finds you well. Consruction is a common topic of conversation here at Race. As we work with Cities through-out the State it comes up as Cities along with its residence are not used to construction related to new infrastructure of this magnitude. In order to bring the latest in gold standard, we must build an entirly new infrastructures within the easements of those which we have been granted access through permitting. With this comes, new concrete cuts, sections to be removed, micro trenching, grass removal or deco to be moved within the easement.
  
  More information can be found here: ******************************************************

  This work is required for us to provide new infrastructure in the area. While working in the area, crews are to ensure that areas are safe or marked appropriately. (Cones, Caution Tape, signage) It is a standard practice when building a new fiber optic network to cold patch the holes to ensure that it is safe for people to be around. As sections, zones, or projects are finished, crews are sent in to restore and finish the concrete to get it as close as it was before. It is possible that an area may have cold patch for an extended period of time, but not to worry, restore crews will finish the areas as sections are wrapped up. We are unable to provide any ETA as we construct where permits come back to keep production going to keep the Fiber Optic build on time. If the work completed, is within the grass area, inside the easement, we will place new seed or sod that is local to the area, then it is on the resident to keep water on the newly seeded or sodded areas.
  
  For more info on easements please see: ********************************************************************

  We apologize for any inconvenience that we may have caused. As always you are welcome to call back and reference the ticket number provided when you called in.  The Team would be more than happy to assist with any questions that you may have. 

   

  Thank you for your time. Have a great evening!

   

• Initial Complaint

  10/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The contract stated Race Communication would provide 100GBS. I have only been getting downloads of ****** MBS. The service is down several times a day, I have called 5 times and requested help but all I get are excuses why they cant fix it. I still have their service and hoping they will respond sometime soon. I will contact them again today and give them one more chance.

  Business response

  10/11/2023

  Good Morning ********************,

  We are sorry to hear that you are having issues with your service. We would love to work with you directly to resolve the issue you may be having at your home. In our service areas, we provide 1Gbps speed to our clients however, this does not guarantee this speed to a single device. There are factors like wi-fi range, the ethernet cable, or even the hardware itself may max out it speed. With the ****mbps that can be used across all your devices in the home. If you would like to see gigabit speeds on a single device, try hardwiring the device with a cat-6 cable and be sure to check the hardware settings to ensure the device is gigabit capable. 

  Reviewing the account, we do see that there was an issue with a tv channel that we are working to resolve. Please give us a call about the internet and we can open a ticket in regard to speed to really dive into what may be happening there and offer a resolution. 

  We are open 7 days a week and can be reached at **************** from 8:00am to Midnight or email us at **************** and an Agent will be more than happy to assist you. 

   

  Thank you,

  Race Communications

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Race communications installed underground cables in my neighborhood and left a huge mess behind- oil leaks everywhere damaged our sidewalks and filled holes they made with ugly black tar. They pretty much destroyed our sidewalks I have pictures to show of only my house but its all our neighborhood.

  Business response

  08/23/2023

  Supervisor ***** called ************ at **************** to discuss his concerns at ***************. ************ was dissatisfied with the repair work done in the area. Our supervisor explained that our cold patch repairs are used to fill hold temporarily until the section is complete. Once the section is complete, we will send restoration crews out to remove the cold patch and fill it with finished concrete. This is an industry standard which allows companies to build new infrastructure in the area to keep costs down. ************ requested us to review the oil marks and we created an internal ticket (Ticket#******) to be reviewed by our OSP Teams. 

  Our OSP Project Manager, *** has attempted to call ************ along with knock on the door to review the oil spills. He was not successful with making contact but saw the oil in question. It is from the cold patch repairs and will be cleaned up during the restoration process. There are still vaults to be placed in that area and once set, we will complete our restoration process. *** did leave a voicemail explaining this issue.

  We hope this will resolve **************** concerns. This is a common call that we see at the call center and our agents are more than happy to assist with any questions or concerns related to construction. We can be reached at **************.

  Thank you,

  Race Communcations

  Customer response

  08/24/2023

   
  Complaint: 20493052
  
  I am rejecting this response because: When I spoke to **** (Supervisor) I also added that workers went on to my property and left oil foot prints I am not ok with trespassing. 
  
  Sincerely,
  
  *******************

  Business response

  08/25/2023

  Hello ************, 
     Race Communications is a licensed CLEC within the ***********, this gives us rights to access utility easements wherever our fiber infrastructure is located, even if that means crossing private property to access it. Sometimes we need to entry to backyard easements to access our infrastructure even if you yourself are not a customer of our fiber optic services. Most likely the Race employee needed access to one of our enclosures that actually feeds another residence in the neighborhood. As you saw, anytime we need to access a utility easement in a backyard we always attempt to contact the homeowner to explain this process. Please see our blog post on our website Race.com "What You Need To Know About Utility Easements - Race Communications" For additional questions or concerns please call us at ************ or email us as ****************

• Initial Complaint

  08/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  At 6:20 PM a Race employee trespassed onto my property: ringing the doorbell, undoing the lock on my backyard gate, and then entered my backyard without permission. We did not invite any contact from this business.

  Business response

  08/16/2023

  Hello ******************, 

     Race Communications is a licensed CLEC within the ***********, this gives us rights to access utility easements wherever our fiber infrastructure is located, even if that means crossing private property to access it. Sometimes we need to entry to backyard easements to access our infrastructure even if you yourself are not a customer of our fiber optic services. Most likely the Race employee needed access to one of our enclosures that actually feeds another residence in the neighborhood. As you saw, anytime we need to access a utility easement in a backyard we always attempt to contact the homeowner to explain this process. Please see our blog post on our website Race.com "What You Need To Know About Utility Easements - Race Communications" For additional questions or concerns please call us at ************ or email us as ****************

*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. ↩