Family quickly refunded for repairs

CHESAPEAKE, Va. (WAVY) - Chesapeake residents can now enjoy the holidays without the fear of sewage flooding their home thanks to 10 On Your Side.

Howard Phillips' home flooded in October when a Cox Communications contractor drilled through a sewer pipe.

"My son and I came running down the front steps to find dirty sewer water and toilet paper all over the dinner room floor," said Howard's daughter, Jeannette Stallings. "It's been very difficult for my parents. They can only flush toilets occasionally and they have to be very careful."

The Phillips' paid $6,000 to clean up the house, dry the floors and investigate the cause of the flooding.

The family notified Cox Communications about the problem Nov. 19.

"I called and called this week. They wouldn't call me back and let me know the status of our payment," Stallings said.

It took several weeks for an insurance adjuster to assess the damage and was going to take another week for a reimbursement check from Cox. 

When 10 On Your Side called, Cox Communications agreed to overnight a check to the Phillips family immediately.
               
Stallings says her parents have received the check, which covers the costs of cleaning up the sewage and repairing the sewer line.

A spokesperson for Cox Communications say three to four weeks is standard is processing these type of claims.