[redacted] [redacted] How do I reopen my complaint? I wanted my account back the way it was originally befor they suggested to cancel my atomic bill pay, that is with the $security deposit waived
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
We appreciate the opportunity to respond to Mr***’s complaint regarding his recent experience with the Automatic Bill Payment program and our customer service
***an *** sincerely apologizes to Mr*** for his experience during his call with a *** *** customer
assistance representative on January 28, and we are taking necessary steps to ensure all of our customers receive outstanding customer service
Our Customer Relations supervisor contacted Mr*** on February 23, and his account has been credited $to reimburse him for the *** *** *** bank charge and $for the *** *** chargeMr*** acknowledged that this resolution was acceptable to him
We value our customers and we sincerely thank you for providing feedback to help us improve our service
Complaint ID #***We appreciate this opportunity to respond to Ms***'s complaint regarding the delay in the approvalof her photovoltaic (PV) system.Hawaiian Electric receiveda Net Energy Metering (NEM) Agreement for the customer'sproperty on Sept.26,A status letter was mailed
to her on Oct9, informingher that her Agreement was undergoing TechnicalReviewAt that time, the distribution circuitto which the customer's propertyconnects was noted to have a very high numberof PV systems already interconnected This statusletter stated "Donot proceed with interconnection of your PVsystem until you have receivedwritten approval to do so from HawaiianElectric." We've
reminded contractors, including in an Octcommunication, they should wait for customers
to receive approvalprior to installing PV.Due to the safety and reliability concernsresulting from the very high amount of PV on Ms***'s neighborhood circuit, it was found that the interconnection of her PV system would need to wait until the appropriate solutions were identifiedand in placeA follow up letter was sent to her on Nov3, informingher that her PV system must undergofurther review, and that HawaiianElectric would contacther again once specific interconnection requirements for her circuitwere established.On Decand 11, 2014, respectively, the customer and her contractor called regarding the system status.The customer representative who answered their calls explainedthe contents of the latest (November3) status letter,and informed them that the status had not changed.On Dec29, the contractor called to inform Hawaiian Electricthat the City and County of
Honolulu's Department of Planning and Permitting had inspected the PV system they installed
on the customer's property, and had closedthat permit.Hawaiian Electric is not involvedin the City and County of Honolulu's permitting process, but we have repeatedly recommended to customers that they should wait for Conditional Approval from Hawaiian Electric before pullinga permit or installing their PV systemThat way, customers will not be placed in the predicament described by Ms***, where they have paid for a system that they are not yet authorizedto operateAs noted, we've also remindedsolar contractors of thisconcern On Feb6, 2015,our customer representative returned a phone call from the customer and explained these issues and confirmed that the PV system was still not
Conditionally Approved.However, while HawaiianElectric is not able to give this customer Conditional Approval now due to potential safety and reliability issues related to the circuiton which their PV system is located, we have committedto doing so by the end of once the appropriate solutions have been identified After Conditional Approval, customers must meet all requirements to execute their NEM Agreement Once the NEM Agreementhas been executed, a net meter will be installed and the PV system can then be energized.We know that this wait is frustrating for Ms***,but we hope this helps to explainthe circumstances for the delay in approvalfor her PV system
Complaint: [redacted]
I reject Hawaiian Electric Company's (HECO) response because they simply decided to take voluntary corporate action damaging my personal property; took months to investigate my complaint after which they arrogantly adjudicated themselves "not guilty"; and, therefore refused to pay a dime towards the repair/replacement of my property they damaged. Last time I checked, I don't pray to these self-proclaimed HECO gods.Revdex.com Hawaii: I did not previously identify myself as a senior US military officer because I believed HECO would step up and do the right thing — and should do so for US military members no matter what their rank, as well as the US citizens we serve. Please place my complaint on public display as "Unresolved" for as long as possible to at least embarrass these self-important blowhards perpetrating criminal acts upon an unsuspecting public.
DR [redacted]
Case #[redacted])We appreciate the opportunity to respond to Mr. [redacted]’s complaint regarding his experience insetting up a payment arrangement.Hawaiian Electric would like to apologize for arranging a payment date that fell on a Sunday andfor the inconvenience it caused. We accept full...
responsibility for the oversight and we are takingnecessary steps to prevent it from happening again in the future. We should have recognized thedue date fell on a Sunday and allowed an alternate date. Again, our sincerest apologies to Mr.[redacted].With regards to his request to change the set payment due date, currently due dates are set basedon when the meters in a neighborhood are read and we currently don’t have the capability to varythe due dates for individual customers within a neighborhood. However, we are looking atproviding this service in the future as we work to improve our customer products and services.We value our customers and we sincerely thank you for providing feedback to help us improveour service.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Doug called me back to understand the situation and what could have been done by the representative, but failed to do so. Overall he handled the customer service very well in a calm tone and I was very satisfied that he resolve my situation. Coming from a customer service background myself for 15 years, I wish that [redacted] customer service representatives would provide better experience for customers and at least find a solution to a customers issue in certain situations rather than them saying "NO" or we can't help you." For Example, look at [redacted].com. There are so many complaints on regards to your customer service and also from my friends and family experienced at least one bad customer service from [redacted]. Either they need to be replaced or needs more customer service training. The reps are making a bad name for you all! It's embarrassing to have 1 1/2 - 2 star rating on [redacted]'s only [redacted] company in [redacted]. I rarely do complaints and this is my first Revdex.com complaint I ever done. Thank you Doug for you assistance and I will continue to be a satisfied customer with [redacted]. Have a good day.
Sincerely, [redacted]
06/16/2015- HECO Response to Customer ComplaintCase #[redacted]We appreciate the opportunity to respond to Mr. [redacted]'scomplaint regarding his high bill inDecember 2014.In December 2014, the meter read for the [redacted] household read unusuallyhigh at 86.06...
kWh per day compared to the average usage per day of 20.84 kWh. Our Customer Assistance Representative reviewed Mr. [redacted]'s accountwith him on January 27, 2015 to identify probablecauses for this high increase. To determine if the meter was read incorrecdy, a check read was also issued on January 29,2015.On January 30, 2015,the check read validated the meter readingand no issues were found with the meter itself.Also, readings of electricity usage in subsequent months returned to the lower average levels recordedduring 2014. However, because Mr. [redacted] is still concerned about the accuracyof his meter, to help address his concern,we will replace the meter.The Customer Assistance Center also receivedMr. [redacted]'s letter on March 6, 2015 concerning his December billing statementand requested a call back from the company. We deeply apologize that he did not receivea response.After furtherreview and discussions with Mr. [redacted], Hawaiian Electricwill credit Mr. [redacted]'s account for $692.98which is the difference betweenhis December 2014 billingstatement of$914.62 and the previous11-monthaverage billing amount of $221.64.We value our customers and we sincerelythank you for the opportunity toaddress Mr. [redacted]'s concern.
From: [redacted] Sent: Tuesday, August 18, 2015 11:18 AMTo: [redacted]Subject: RE: You have a New Message from Revdex.com of Hawaii Regarding Complaint #[redacted]Dear [redacted],Attached is Hawaiian Electric’s response...
to Complaint ID #[redacted].Please feel free to contact me if you have any questions.Thank you,KarenKaren H[redacted]Corporate Relations We appreciate the opportunity to respond to Mr. [redacted]'s complaint regarding the security deposit request of $636.00.On April 24, 2015, our Customer Assistance Representative assisted Mr. [redacted] in starting electric service effective that same day at his [redacted] address. The enrollment of Automatic Bill Payment (ABP) was offered as an option to waive the requested security deposit of $636.00, and an enrollment form was mailed out the following day to Mr. [redacted].Mr. [redacted] enrolled in the ABP program through the company website on May 29, 2015 and the security deposit was waived. Mr. [redacted]'s account balance of $94.27 at the time of ABP activation was not yet due. Since Mr. [redacted]'s due date of June 6, 2015 fell on a Saturday, the first deduction occurred on Monday, June 8, 2015. Unfortunately the bank did not withdraw the funds until June 10 at which time funds were no longer available. Mr. [redacted]'s bank faxed a letter on July 31, 2015 to our company as requested in order to reinstate ABP and waive the security deposit. The letter stated that while funds were available on June 8, 2015, funds were not available on June 10, 2015. Hawaiian Electric sincerely apologizes for Mr. [redacted]'s unpleasant customer service experience and for not following up with Mr.[redacted] to confirm receipt of this letter. Hawaiian Electric will therefore reinstate Mr. [redacted]'s ABP enrollment and waive the security deposit of $636.00 with Mr. [redacted]'s understanding that payment is deducted one to two business days after the due date noted on his bill.We value our customers and we sincerely thank you for the opportunity to address Mr. [redacted]'s concern.
[redacted]
[redacted]
[redacted]
[redacted]How do I reopen my complaint? I wanted my account back the way it was originally befor they suggested to cancel my atomic bill pay, that is with the $200 security deposit waived.
Revdex.com Complaint ID: [redacted]We appreciate the opportunity to respond to Mr. [redacted]'complaint regarding his claim for damages.On January 12, 2015, the sudden loss of a substantial amount of power generation from [redacted], an independent power producer that we buy power from and the largest...
generator
on the island, caused instability on the O'ahu grid.As stated in our letter dated May 29, 2015 to Mr. [redacted], HawaiianElectric conducted an extensive investigation of the January12, 2015 outage. It was determinedthat the root cause of the outage was the event involving[redacted]' generating unit. This event was not within our reasonable controlto prevent. The investigation findingsfurther confirm that the automated protective "load shedding" procedurewhich led to a brief outage and the later rolling outageswhich resulted in outages of approximately one hour were reasonable and in the interest of the public.These measures were necessary to help stabilize the grid and prevent longerand more widespread outages.For the reasons stated above, Mr. [redacted]'claim was not approved.We value our customers and thank you for the opportunity to address Mr. [redacted]' complaint.
[redacted] [redacted] How do I reopen my complaint? I wanted my account back the way it was originally befor they suggested to cancel my atomic bill pay, that is with the $security deposit waived
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
We appreciate the opportunity to respond to Mr***’s complaint regarding his recent experience with the Automatic Bill Payment program and our customer service
***an *** sincerely apologizes to Mr*** for his experience during his call with a *** *** customer
assistance representative on January 28, and we are taking necessary steps to ensure all of our customers receive outstanding customer service
Our Customer Relations supervisor contacted Mr*** on February 23, and his account has been credited $to reimburse him for the *** *** *** bank charge and $for the *** *** chargeMr*** acknowledged that this resolution was acceptable to him
We value our customers and we sincerely thank you for providing feedback to help us improve our service
Complaint ID #***We appreciate this opportunity to respond to Ms***'s complaint regarding the delay in the approvalof her photovoltaic (PV) system.Hawaiian Electric receiveda Net Energy Metering (NEM) Agreement for the customer'sproperty on Sept.26,A status letter was mailed
to her on Oct9, informingher that her Agreement was undergoing TechnicalReviewAt that time, the distribution circuitto which the customer's propertyconnects was noted to have a very high numberof PV systems already interconnected This statusletter stated "Donot proceed with interconnection of your PVsystem until you have receivedwritten approval to do so from HawaiianElectric." We've
reminded contractors, including in an Octcommunication, they should wait for customers
to receive approvalprior to installing PV.Due to the safety and reliability concernsresulting from the very high amount of PV on Ms***'s neighborhood circuit, it was found that the interconnection of her PV system would need to wait until the appropriate solutions were identifiedand in placeA follow up letter was sent to her on Nov3, informingher that her PV system must undergofurther review, and that HawaiianElectric would contacther again once specific interconnection requirements for her circuitwere established.On Decand 11, 2014, respectively, the customer and her contractor called regarding the system status.The customer representative who answered their calls explainedthe contents of the latest (November3) status letter,and informed them that the status had not changed.On Dec29, the contractor called to inform Hawaiian Electricthat the City and County of
Honolulu's Department of Planning and Permitting had inspected the PV system they installed
on the customer's property, and had closedthat permit.Hawaiian Electric is not involvedin the City and County of Honolulu's permitting process, but we have repeatedly recommended to customers that they should wait for Conditional Approval from Hawaiian Electric before pullinga permit or installing their PV systemThat way, customers will not be placed in the predicament described by Ms***, where they have paid for a system that they are not yet authorizedto operateAs noted, we've also remindedsolar contractors of thisconcern On Feb6, 2015,our customer representative returned a phone call from the customer and explained these issues and confirmed that the PV system was still not
Conditionally Approved.However, while HawaiianElectric is not able to give this customer Conditional Approval now due to potential safety and reliability issues related to the circuiton which their PV system is located, we have committedto doing so by the end of once the appropriate solutions have been identified After Conditional Approval, customers must meet all requirements to execute their NEM Agreement Once the NEM Agreementhas been executed, a net meter will be installed and the PV system can then be energized.We know that this wait is frustrating for Ms***,but we hope this helps to explainthe circumstances for the delay in approvalfor her PV system
Complaint: [redacted]
I reject Hawaiian Electric Company's (HECO) response because they simply decided to take voluntary corporate action damaging my personal property; took months to investigate my complaint after which they arrogantly adjudicated themselves "not guilty"; and, therefore refused to pay a dime towards the repair/replacement of my property they damaged. Last time I checked, I don't pray to these self-proclaimed HECO gods.Revdex.com Hawaii: I did not previously identify myself as a senior US military officer because I believed HECO would step up and do the right thing — and should do so for US military members no matter what their rank, as well as the US citizens we serve. Please place my complaint on public display as "Unresolved" for as long as possible to at least embarrass these self-important blowhards perpetrating criminal acts upon an unsuspecting public.
DR [redacted]
Case #[redacted])We appreciate the opportunity to respond to Mr. [redacted]’s complaint regarding his experience insetting up a payment arrangement.Hawaiian Electric would like to apologize for arranging a payment date that fell on a Sunday andfor the inconvenience it caused. We accept full...
responsibility for the oversight and we are takingnecessary steps to prevent it from happening again in the future. We should have recognized thedue date fell on a Sunday and allowed an alternate date. Again, our sincerest apologies to Mr.[redacted].With regards to his request to change the set payment due date, currently due dates are set basedon when the meters in a neighborhood are read and we currently don’t have the capability to varythe due dates for individual customers within a neighborhood. However, we are looking atproviding this service in the future as we work to improve our customer products and services.We value our customers and we sincerely thank you for providing feedback to help us improveour service.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Doug called me back to understand the situation and what could have been done by the representative, but failed to do so. Overall he handled the customer service very well in a calm tone and I was very satisfied that he resolve my situation. Coming from a customer service background myself for 15 years, I wish that [redacted] customer service representatives would provide better experience for customers and at least find a solution to a customers issue in certain situations rather than them saying "NO" or we can't help you." For Example, look at [redacted].com. There are so many complaints on regards to your customer service and also from my friends and family experienced at least one bad customer service from [redacted]. Either they need to be replaced or needs more customer service training. The reps are making a bad name for you all! It's embarrassing to have 1 1/2 - 2 star rating on [redacted]'s only [redacted] company in [redacted]. I rarely do complaints and this is my first Revdex.com complaint I ever done. Thank you Doug for you assistance and I will continue to be a satisfied customer with [redacted]. Have a good day.
Sincerely, [redacted]
06/16/2015- HECO Response to Customer ComplaintCase #[redacted]We appreciate the opportunity to respond to Mr. [redacted]'scomplaint regarding his high bill inDecember 2014.In December 2014, the meter read for the [redacted] household read unusuallyhigh at 86.06...
kWh per day compared to the average usage per day of 20.84 kWh. Our Customer Assistance Representative reviewed Mr. [redacted]'s accountwith him on January 27, 2015 to identify probablecauses for this high increase. To determine if the meter was read incorrecdy, a check read was also issued on January 29,2015.On January 30, 2015,the check read validated the meter readingand no issues were found with the meter itself.Also, readings of electricity usage in subsequent months returned to the lower average levels recordedduring 2014. However, because Mr. [redacted] is still concerned about the accuracyof his meter, to help address his concern,we will replace the meter.The Customer Assistance Center also receivedMr. [redacted]'s letter on March 6, 2015 concerning his December billing statementand requested a call back from the company. We deeply apologize that he did not receivea response.After furtherreview and discussions with Mr. [redacted], Hawaiian Electricwill credit Mr. [redacted]'s account for $692.98which is the difference betweenhis December 2014 billingstatement of$914.62 and the previous11-monthaverage billing amount of $221.64.We value our customers and we sincerelythank you for the opportunity toaddress Mr. [redacted]'s concern.
From: [redacted] Sent: Tuesday, August 18, 2015 11:18 AMTo: [redacted]Subject: RE: You have a New Message from Revdex.com of Hawaii Regarding Complaint #[redacted]Dear [redacted],Attached is Hawaiian Electric’s response...
to Complaint ID #[redacted].Please feel free to contact me if you have any questions.Thank you,KarenKaren H[redacted]Corporate Relations We appreciate the opportunity to respond to Mr. [redacted]'s complaint regarding the security deposit request of $636.00.On April 24, 2015, our Customer Assistance Representative assisted Mr. [redacted] in starting electric service effective that same day at his [redacted] address. The enrollment of Automatic Bill Payment (ABP) was offered as an option to waive the requested security deposit of $636.00, and an enrollment form was mailed out the following day to Mr. [redacted].Mr. [redacted] enrolled in the ABP program through the company website on May 29, 2015 and the security deposit was waived. Mr. [redacted]'s account balance of $94.27 at the time of ABP activation was not yet due. Since Mr. [redacted]'s due date of June 6, 2015 fell on a Saturday, the first deduction occurred on Monday, June 8, 2015. Unfortunately the bank did not withdraw the funds until June 10 at which time funds were no longer available. Mr. [redacted]'s bank faxed a letter on July 31, 2015 to our company as requested in order to reinstate ABP and waive the security deposit. The letter stated that while funds were available on June 8, 2015, funds were not available on June 10, 2015. Hawaiian Electric sincerely apologizes for Mr. [redacted]'s unpleasant customer service experience and for not following up with Mr.[redacted] to confirm receipt of this letter. Hawaiian Electric will therefore reinstate Mr. [redacted]'s ABP enrollment and waive the security deposit of $636.00 with Mr. [redacted]'s understanding that payment is deducted one to two business days after the due date noted on his bill.We value our customers and we sincerely thank you for the opportunity to address Mr. [redacted]'s concern.
[redacted]
[redacted]
[redacted]
[redacted]How do I reopen my complaint? I wanted my account back the way it was originally befor they suggested to cancel my atomic bill pay, that is with the $200 security deposit waived.
Revdex.com Complaint ID: [redacted]We appreciate the opportunity to respond to Mr. [redacted]'complaint regarding his claim for damages.On January 12, 2015, the sudden loss of a substantial amount of power generation from [redacted], an independent power producer that we buy power from and the largest...
generator
on the island, caused instability on the O'ahu grid.As stated in our letter dated May 29, 2015 to Mr. [redacted], HawaiianElectric conducted an extensive investigation of the January12, 2015 outage. It was determinedthat the root cause of the outage was the event involving[redacted]' generating unit. This event was not within our reasonable controlto prevent. The investigation findingsfurther confirm that the automated protective "load shedding" procedurewhich led to a brief outage and the later rolling outageswhich resulted in outages of approximately one hour were reasonable and in the interest of the public.These measures were necessary to help stabilize the grid and prevent longerand more widespread outages.For the reasons stated above, Mr. [redacted]'claim was not approved.We value our customers and thank you for the opportunity to address Mr. [redacted]' complaint.