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St. Charles couple says Charter Communications made mess of yard

9:55 PM, May 22, 2012   |    comments
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By Mike Rush

St. Charles, MO (KSDK) - A St. Charles couple is complaining about a bad connection with Charter Communications, and it has nothing to do with cable.

They say they were having trouble getting in touch with the company to repair property they say it damaged.

So they contacted Five on Your Side.

Put a lot of time, effort and a lot of dollars into trying to beautify our yard," said Kevin Manahan.

But he and his wife Marjorie say Charter Communications made a mess of their hard work.

"It's about respecting one another's property," said Marjorie.

It started in December.

"They came to the front door and asked if they could have access to my yard," recalled Marjorie.

The Manahans are not Charter customers, but they say the crew wanted to access its equipment and line through their property.

"So I said, 'Well, I'll let you in my yard but you have to respect my yard and leave it.' 'Oh, yes, ma'am, we'll leave it just the way we found it,'" she said.

But that wasn't the case. The Manahans say the crew left all kinds of stuff, including a rake, trash, tarps and cups. But that mess turned out to be the least of the Manahan's problems.

Turns out their sprinkler system was damaged even though Marjorie says she forewarned the crew.

"I said we have an irrigation system. If you cut the lines or dig it up, then we'll have issues in the spring," said Marjorie.

It was the spring before they realized their sprinkler system was damaged.

The Manahans filed a claim with Charter, someone came out to look, but soon, they say, their calls went unreturned.

"I think that they're hoping it goes away," said Kevin. "That probably we'll just walk away from it."

To Charter's credit, the very next day after NewsChannel 5's Mike Rush called on the Manahan's behalf, the company came out and fixed the irrigation system, and filled in and seeded parts of the yard.

"Thankfully, it did eventually get to our attention through your help and so we are able to take care of it now which is what we want," said Charter spokesperson Jessica Hardecke. "So when customers do have situations that they're not fully satisfied, we want it to come to our attention."

Marjorie says she's now happy a wrong has been righted.

"I certainly appreciate them working with us but because channel 5 was on our side is the reason why we got action," said Marjorie.

Hardecke says the crew doing the work was a subcontractor, but says Charter accepts responsibility.

Hardecke calls the Manahan's experience rare. She says human error is to blame for the damage as well as the slow response, problems, she says, that have been corrected.


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