damage to my home
Complaint
bob chenault
Country: United States
on nov 5th i had direct tv installed in my home the direct tv insstaller fell through my ceiling. i was told he would have to call his supervisor to come look at the damage and take pictures of it as well. his supervisor came out viewed the damage and said they would pay for it to get repaired as soon as i got an estimate of the damage. i did this nov 7 i got 3 estimates called nate faust whom was the supervisor i was to deal with he said fax all estimates and we should have it repaired within a week. i called each person that i had asked them to fax it to him. he called left a message on my answering machine letting me know that it was okay to have one of the companys come out and repair it then he would pay them. i called him back to let him know whom i had chosen and i wanted to know how this person would get paid he said call him back or he would call me back to let me know how it would be handled. nov 14 i called him he said everything was good and my claim was approved and he directtv would send me a check in a week for the damage to be repaired. i did not want to have the person fix my ceiling till i got the check. nov 21 called nate to let him know i had not received anything no answer just his voicemail left a message kept calling to let him know that i had company coming and needed my ceiling fixed no answer just voicemail. needles to say ceiling was not fixed before thanksgiving. kept calling nate after no return calls from him called his supervisor was told they would have nate contact me about this and if not him someone would call me . dec 4th nate finally returns my call with an excuse about he's the low man on the totum pole and he gave me ron andersons number told me to call him and he could help me. now let me tell you i have seven children and having this hole in my ceiling during the cold winter months was inconvenient to my family i went ahead and paid for the repairs to my ceiling because of them and because my heating bill was outrageous because of this i have yet to receive payment for the damages that occurred at my residence i still am having a hard time getting anyone at direct tv to help me they keep saying they did not get the fax of my damages i have pictures that i took of the ceiling they said send it to damage claims @ directv.com there is no website for this i am very upset i do not plan on staying with them after my year contract does anyone know who i can contact to get this problem resolved?
Comments
On August 4&5th we had bad storm in ct. and lose our T.V. reception. Your service rep wasn't able to get here until Aug 9th at which time he had a hard time correcting the problem. After removing wires, putting new cable wire from the roof to the house and the up stairs TV control box he finally got it to work. We have 2 TV's one upstairs and one in the living room . On completing the job we asked if everything is now working and he said yes. After he left we noticed the wires he attached from the roof to the basement were hanging{as in being too long} and very messy looking. Up stairs he moved a very heavy sewing machine from the wall,but never put it back also knocking off a picture from the wall and never told us about it.(very sloppy work). We did however replace the furniture and picture.Then on August 8th I went to use the DVD and noticed the HDMI was no longer available and now it reads component satellite STB Game mode, and now I cannot use the DVD player.This of course was the last straw,when I called service I was very angry and they informed me to contact you. I need someone here to fix this mess, hanging wires and my ability to use the DVD. I am also requesting a credit on my account for no TV for 4 days and now DVD for 14 days. PLEASE allow someone to come here and fix this, and RESTORE my good feelings with Direct. Please call my cell phone @ 860-480-1871
first. Thanks Bill Doyle
Customer Advocate Team
If you are not 100% satisfied I want to know!
Ellen Filipiak, Sr. Vice President Customer Care of DirectTV.
http://dtv.client.shareholder.com/contact_cs.cfm
You can submit your claim to their claims office by emailing and describing that your property was damaged, when and how etc. They should contact you and tell you how to proceed with the claim. Keep a copy of everything you send to them and keep a log of what you did when and what you said to them, just for the record. Get some general contractor to come out and give you a written estimate for the damages. DirectTV says they don't come and fix anything, but they can take your claim and estimate and pay you or something.
damageclaims@directtv.com
Phone: 303-712-5032
Fax: 303-712-4781
If this has happened to you, please call or email me. I would like to hear from you.
Alan R. Plutzik
Bramson, Plutzik, Mahler & Birkhaeuser, LLP
2125 Oak Grove Road, Suite 120
Walnut Creek, CA 94598
Telephone: 925/945-0200
Email: aplutzik@bramsonplutzik.com
If anybody wants DirectTV claims department information, here it is"
damageclaims@directtv.com
Phone: 1-303-712-5032
Fax: 303-712-4781
Directv Corporate Office & Headquarters
2230 E. Imperial Hwy El Segundo CA 90245
Directv corporate phone number:
Phone:(310) 964-5000
Phone: 1-800-254-3809
Fax: 1-800-978-2792
Executive Customer Care Contact
If you've contacted Customer Care and require additional clarification or support,
contact Ellen Filipiak, Sr. VP of Customer Care.
http://dtv.client.shareholder.com/officers.cfm
Michael White, Chairman, President & CEO
DIRECTV
Mr. White is the Chairman, President and Chief Executive Officer and has served as a Director since November 18, 2009. He served on the Board of Directors and as Vice Chairman of PepsiCo from March 2006 to November 30, 2009 and as Chairman and Chief Executive Officer of PepsiCo International from February 2003 to November 30, 2009. From 2000 to 2003, Mr. White served as President and Chief Executive Officer of Frito-Lay's Europe/Africa/Middle East division. From 1998 to 2000, Mr. White was Senior Vice President and Chief Financial Officer of PepsiCo. Mr. White has also served as Executive Vice President and Chief Financial Officer of PepsiCo Foods International and Chief Financial Officer of Frito-Lay North America. He joined Frito-Lay in 1990 as Vice President of Planning. Mr. White is also a director of Whirlpool Corporation.
Joseph A Bosch
Executive Vice President and Chief Human Resources Officer
Joe Bosch is executive vice president and Chief Human Resources Officer for DIRECTV, the world's most popular video service. In this role, he is the key architect of creating the best employee experience with a highly engaged, winning environment, so that DIRECTV's more than 16,000 employees in the U.S. and nearly 8,000 employees in Latin America are well-positioned to deliver the best video experience to our customers. He is also an elected officer of the company.
______________________
Here is a letter received after filing the property damage claim with DirectTV.
Re: DIRECTV Account #
We have received your recent inquiry into our Property Damage Claims Department. We apologize for any inconvenience you may have experienced with your installation or service call. To assist us in ensuring a prompt resolution, we ask you to provide the following:
· Your DIRECTV account number, physical address, area code and a 24 hour contact phone number
· A brief written description explaining when and how damages occurred that includes a total dollar amount claimed
· Professional repair or replacements estimate (a claim cannot be processed without a professional repair or replacement estimate)
· Photographs of the damage (if visible)
· Your email address
· Any other pertinent documentation
Please maintain your originals document for your records and send us copies. DIRECTV will work diligently in advocating your claim. Resolutions are typically completed within 4-6 weeks.
To protect your property from further damage, we require documents within 90 days from the date of this letter. If all required documents are not received within this timeframe, your claim will be closed. You may email these documents to damageclaims@directv.com. Ensure email documents are in JPEG or BMP format. VHS or movie formats cannot be accepted. Email attachments cannot exceed 2 megabytes.
You can fax the documents to 303.712.5032. Photographs cannot be faxed. If photographs are needed, please mail or email documentation. Documentation can be mailed to:
DIRECTV Damage Claims
ATTN:DirectTV
PO Box 4227
Englewood, CO 80155
We look forward to providing you assistance. If you have any questions concerning your claim, you may contact us at 303-712-5033. We are available Monday – Friday from 8:00 am to 5:00 pm MST.
Claims Analyst - DIRECTV, Inc.
_____________________
Those who have filed a claim and are not getting any response, should write to the company President and raise their concerrns directly. You should provide your name, address, phone and the DirectTV account number so he can look into the matter.
You can also call their corporate headquarter and bring your matter to their attention, whatever it is, and discuss it with DirectTV corporate office staff. If you would try and be respectful and cordial and decently represent your matter, you may get some resolution. It won't help to just vent and say nasty things to them and expect someone to do something for you.
Take the nice approach and see where it leads you.
The CEO of this so called directv, which is a Multi-billion aire,his name is MIKE WHITE!!
I'm still fighting, and I won't give in till my stuff gets replaced, I don't care if I have to spend more on it.