Avista

[redacted] Thank you for forwarding Mr [redacted] ’s complaintIn reviewing the account, this is Mr [redacted] ’s first heating season at [redacted] **His electric usage is in line with previous years heating consumptionWe have obtained regular meter reads for each billing statement that Mr [redacted] has received Since the usage history is in line with previous heating seasons and we obtained all regular meter reads, we have concluded that Mr [redacted] ’s account balance is correct and there are no overcharges on his account Please let me know if I can be of further assistance Thank you, [redacted]

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 Regards, [redacted]

Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.The business responded with the steps they took in this matter However, they did not answer for the lack of on sight investigation and the reason they are liable for the claim That reason is: Their contractor's worker came over to direct me by their truck Not due to oncoming traffic but due to the fact there was so little room and I had stopped because I did not think my truck could make it through Turns out I was right and it didn't have enough room as evidenced by the scratches on the side of my truck that it received while trying to pass through at that time There worker did not come over to direct traffic which was made very clear by the fact he was directing my truck so as not to hit their truck This is just Avista trying to shirk responsibility.Regards, [redacted]

Good afternoon, I reached out to the Company’s Claims department to provide details of Mrs [redacted] 's claim denialTheir response is provided below: Mrs [redacted] ’s claim was denied for three reasons First, Mrs [redacted] did not provide any evidence that Avista damaged, intentionally or otherwise, the cable line to her house Mrs [redacted] alleged that Avista intentionally damaged the cable line to her home while they were doing repair work to overhead service facilitiesThe Avista crew stated that they did cut down and remove from the site a cable that was hanging loose (as is standard practice), but that they did not cut any connected or intact cable lines to or from Mrs [redacted] ’s home, much less leave one lying on the ground at her home Mrs [redacted] did not provide any evidence that Avista damaged, intentionally or otherwise, the cable line to her house Thus, under applicable law, there is no evidence necessary to impose liability on Avista for damage to the cable Second, the cable that was damaged does not belong to Mrs [redacted] , although it served her home Like Avista’s service facilities, the cable belongs to the communications company that installed and repaired that line Any claim for damage to that cable line and the cost to repair it must come from the company that owns the cable Mrs [redacted] cannot assert a claim for damage to property belonging to a third party Finally, Mrs [redacted] did not incur any damages that Avista can compensate her forAvista is not liable for her decision to take time off of work to watch either Avista or the cable company perform their work No actual damages were reported by Mrs [redacted] ; and no receipts, statements, invoices or other evidence of actual damages were provided by Mrs [redacted] in support of her claim For this last reason alone Ms [redacted] ’s claim was properly denied Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: The response from Avista is inaccurate To my knowledge, I was not issued a $courtesy credit for this account That may have been for a different account and service address, but I paid this account in full on 7/26/using the company's website I have approximately different accounts that this can happen with I feel that it is unethical to charge a full monthly basic fee for days of service then another full monthly basic fee for the next days of service The account was opened between tenants for a period of days of continuous service They have defended that it is not illegal, but it is wrong to take advantage of the customer just because it is not illegal and this practice is done repeatedly As Avista clearly showed in their response, they do not believe that they are prohibited from providing a $courtesy credit which does seem like the ethical and appropriate action to take in a situation like this I would accept a $courtesy check along with written understanding that this will be the standard action any time that I am billed more than one full monthly basic charge when my account is open for a day or less period To be clear, I am not asking for any kind of prorated basic charge, I am only asking that I not be billed for more than one full monthly basic charge when my account is opened between tenants for days or less

Good morning,The Company has honored Mr [redacted] 's request and provided his email message to MrS [redacted] supervisorThank you, Dalila

Thank you for sharing your concern – I have provided a brief account history below: A Past Due Notice was mailed on 07-01-which reflected a due date of 07-20-A Final Notice was mailed on 07-11-which also reflected the 07-20-due date The Company received an email at 8:am on 07-13- advising that partial payment had been made and that another payment would be made around 07-25-A Company Representative responded at 10:33am on 07-13-to advise that we are unable to negotiate or notate payment arrangements via email and to request that someone call the office to discuss the account An automated collection call was placed on 07-20-at 8:20am and was delievered to a voicemail box however the Company did not hear from anyone to discuss the account until service was disconnected on 07-25- At the time of disconnect, the total account balance (231.95) was transferred to a separate Prior Obligation accountWhen you spoke with a Company Representative on 07-25-2017, education regarding the Prior Obligation account was provided as well as a quote to restore serviceThe minimum amount to restore service in Washington is half the requested deposit plus the reconnect feeYou did not wish to pay the after hour fee (as it was after 4:00pm) and the Representative advised that you could call back the following morning to pay and receive the regular (during business hours) reconnect feeYou advised that you would make a payment online and ended the call A payment was made online however the Company was not contacted until Wednesday afternoonA reconnect order was requested at that time and service was reconnected Wednesday evening The reconnect fee will not be waived however the remaining deposit balance will be split up over the next two bills and the Company is happy to set a payment arrangement on the Prior Obligation balance of Please call 1-800-227-if you wish to discuss payment arrangements on that balance Thank you, Dalila

Mr [redacted] , Thank you for voicing your concern regarding your Auto Pay draw datePrior to the Company’s system conversion a post card was sent to your mailing address to advise that your draw date would now fall on your bill due date (which can fluctuate by up to five days) as opposed to your previously chosen draw dateA contact phone number and an email address were provided in the event that there were any questions regarding the change I see that a copy of the post card was sent to you earlier this week at your request Your draw date was also updated to the 15th of each month earlier this week when you contacted the Company Since the system conversion your due date did fall on the 11th two out of four billing periodsYour payment was drawn on the 9th the other two months (April and June) I am sorry to hear that you received an overdraft fee from your financial institution and I am happy to request a credit be applied to your account as a one-time courtesy Thank you and have a great day, [redacted]

My meter was inspected on July 6, I know this because I called the number left on a card on my door and spoke with an Avista employee who said he'd be by within minutes to check my meterI told him I would leave the dogs inside and the gate unlocked for himAbout a week or two after that, a card was left on my door by Brittany saying my meter needed inspected, which I ignored as my meter had JUST been inspectedThe next thing I know, someone is showing up at my house at nearly 8:at nightThere were not three previous attempts, there were two, the first of which I responded to within hours and allowed Avista access to my yard to check my meterAgain, please do not call my work numberI will not respond to personal calls on my work phoneI will also not answer my door unless I'm expecting someoneThey may leave a card and I will call and schedule a timeYou may also email me to schedule an appointment, but again, my meter was just inspected on July 6th, It should not need inspected again until July Despite this, I have had Avista show up at my house over times since July (at all hours) and call me twice Complaint: [redacted] I am rejecting this response because:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] This is a copy of the letter that I sent them (twice), with no responseThis is a copy of the letter that I sent with my last payment, I assume that your billing deptforwarded this request to your dept, and I am copying it to you...Avista, re: account # [redacted] Oct2, 2015I informed your company of a gas leak at my house at [redacted] **in August, While talking to your rep., I was assured that if I was being charged for the leaking gas, due to a fault on your end, that I would be creditedYour service personnel responded and replaced the meterMy furnace has been turned COMPLETELY off all summer...NO PILOT LIGHT was litI have no other gas appliancesThe bills I received before the meter replacement showed approximately a dollar 'usage', which was obviously the leakage, since the FURNACE WAS INACTIVEAnd the meter still shows all zeroes, as the furnace is still inactiveYour last billing shows a therm usage which would be the leaking meter, and the time elapsed from the beginning of the billing cycle until the final reading on the faulty meterI was undeniably being charged for the leaking gas from your meter, and the proof is in the fact that now there is no gas 'usage' being reflected on the meter readingMy wife told me that she smelled gas way back when we had it turned on, I could not smell it, and until I checked the meter with my soapy water, I did not realize that it was leaking My contention is that this meter has been leaking since we had it turned back on, and that the approximately dollar per month leaked gas that I have been charged for needs to be reimbursedWe had the gas turned on in January, and the meter was replaced in August, which would be and a half months of leaked gas that I was being charged for, for a total of approximately This is giving your company the benefit of the doubt that there was not Massive leakage from the old faulty meter, while the gas was flowing full bore into my furnaceI expect to see a credit on my next bill Thank you for your attention to this matter Plus...added today....We are supposed to believe that a pilot light uses dollars worth of gas!!! My research indicates MAYBE -dollars is common furthering my logic that this thing was obviously leaking on my dime! [redacted]

Just for the record, I am not asking for damages to the cable line as I do not own them as you have stated several times, and as for me voluntarily taking time off work, I can assure you there was nothing voluntary about it, had I taken the time off of work to watch your crew you would have your proofLike I asked before, who else had an extension ladder that could reach that far up on the pole? The cable repair man clearly noted that it was cut up on the pole, but you refuse to even acknowledge thisNo one else was on my property but your crewYou have yet to answer that questionBut of course you are going to believe your crewThis is all just bureaucratic talk and a waste of everyone's time

Complaint: [redacted] I am rejecting this response because:Avista is responding to a different account than the one referenced in this complaint The correct account is [redacted] The statement dates are 6/14/(days) and 7/12/(the following days).If this billing situation justifies a $credit for one time that it happens, why wouldn't it be the same for each time that it happens?

Good morning and thank you for the response; Due to a number of safety issues that had previously occurred at the property, the transformer in question was scheduled to be removed in April The scheduled removal occurred prior to the customer contacting the Company to request service The transformer was removed in April 2015, the customer contacted the Company in May and the pedestal was not inspected until February The Company’s view on the matter is that all necessary precautions were taken to assure the safety of its customers and of its service personnel Thank you, [redacted]

***,
Thank you for forwarding Ms***’s concernIn reviewing her account, I determined that the December meter read was under read resulting in a very low electric billThe December read was and should have been registered at Her January meter read is accurate at Ms
***’s billing statements for December and January have been corrected to ensure all charges are billed at the appropriate rateA credit of $was applied to the balance owing
Ms*** has not been in contact with us in regard to this matter, we would be happy to discuss this with Alyson at her earliest convenience
Thank you,
Amanda

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
P.SEnclosed you will see two attachments showing that I sent the amended information to the appropriate email in which I did not get a delivery error upon submittingThe onus is not on me for them not being able to find itI inquired and was blown off essential as I did not receive an answer back about where my rebate was until I informed Avista that I would be contacting the Revdex.comThat leads me to believe I would not have been contacted back without having reached out againHopefully, for other customers this is not standard practiceThankfully, I saved all my documentation otherwise I'm afraid I would of not gotten a rebate because it would be my word against theirs

Revdex.com,I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.I don't no what issues were with company and previous customers on this property I no I was clearing burnt crap out and moving mine in when avista removed transformer and feal that they removed it just to charge this to previous customer that isn't here the employee Travis that was here told me transformer would be back up and I would just have to pay the hook up and for any excessive wire depending where pedistal was put that was when he came to property and showed me where to dig and place pedistal the land owner mcdanial talked to someone at avista day prior to removal and nothing was said about removal of power as far as I know avista was told that I was clearing property and moving my trailer over that next day I wasn't even aware transformer was removed until later that's when I called in and asked about the serviceI had no reason to believe it would be removed and don't check tops of power poles to make sure there stil there isnt there anyway that this messed up deal could just be messed up and avista could be kind to customers I find it unreal that they want that kind of money for transformer that apparently someone bought and they took and are forcing me to pay for it when I move do I get to take it with me? Am I able to sale it ? That's where I'm confused I have to buy a transformer to use it anyone moves in on property avista will hook them up to it and make money off of it but I have to buy it and then pay to use it it's a very one sided deal and at no point is it costumer friendly situation Regard
s,*** ***

As I stated previously....The line was fine until Avista came to complete the repair on the electrical lineThe cut was feet in the air so who else would have been able to reach the line and cut itAs for being compensated for staying home for the cable company and your statement that it was voluntary is simple put, not trueHad I stayed home to watch your men complete their work I would have been witness to the line being cutSo why would I not stay home to inspect the work being done to repair the cable lineHe even wrote a statement that clearly defines that the line had been cutI can assure you that the gentleman that came to do the pre-inspection for the electrical line did not see the cable on the ground because it had not yet been cut or I would have called the cable company at that timeYour crewmen are not telling the truthThe line was cut on your watch plain and simpleWhether it was intentional or accidental makes no differenceMy time is valuable as I am sure so is yoursBut because I do not have pictures of your crew cutting the line and you are always going to take the side of your crew, I am the one that loses outYour crew is lying
I will provide evidence of my wages only if Avista is going to compensate me for my time

Thank you
for passing along Mr***’s concern,
Comfort
Level Billing (CLB) is a twelve month payment plan that is based on the average
previous twelve months of usageCLB is often used to even out the seasonal
highs and lows and the customer is still responsible for all
actual usage charges
It is reviewed quarterly and is adjusted accordingly if/when usage habits change
The plan
amount is determined by the monthly average however any account balance must be
incorporated into the plan amountWhen the customer first signed up for CLB in
his average monthly usage was 1,kwhs (approximately 145.00/month)
however usage at the premise has increased to a monthly average of 2,kwhs (236.00/month)
In this
case the customer’s balance of approximately 1,was divided by twelve and
added to the current monthly average of for a new plan amount of
330.00/month
The
customer advised the Company of an upcoming energy assistance appointment and
was offered a lower monthly plan amount after the energy assistance
payment is receivedThe customer also has the option to make a large payment of his own in
order to bring the account balance downThe Company would be happy to update
the monthly CLB amount accordingly
Thank
you,
Dalila

Kevin - Through all of this back and forth and lawyer letters, I was never asked what I want to resolve this issue. This is all I wantPlease simply place these three paragraphs on the desk of whomever is David S*** supervisor. Dear Madam or Sir: Please be advised that I had a difficult conversation with David S***, the head of the electric to gas furnace conversion effort. My concern is that he stated he had no idea of the source of the funding for the conversionAdditionally he stated that "...Avista doesn't care about furnace efficiency as long as it's gasIf it's only five percent, we're ok with that." May I respectfully suggest that you educate this personAs a business person I always appreciated input from my clients. Respectfully submitted,*** ***Revdex.com/*** When they say that MrS***'s supervisor has been made aware of these three paragraphs I will consider the matter closed. **Sent from my iPhone

Thank you for sharing your concern,
I have reviewed the account in question and have provided a timeline of events below:
*** *** initial rebate form was submitted in March however did not include the necessary documentation (serial number, date connected to wi-fi
and who installed it) so the paperwork was returned with a request to complete and resubmit
*** *** then reached out to the Company in November to inquire about where his rebate wasThe Rebate department advised why the rebate hadn’t been paid out and again asked for the required documentationMrMerritt responded to the second request in November however the Company does not have documentation of that email
*** *** then contacted the Company on 01-06-to advise he would be contacting the Revdex.com regarding the rebateThe Program Manager requested that *** *** send his documentation directly to her, which he did the same day*** *** was then advised that the rebate amount had increased from to and that it would be paid out on 01-13-(as rebates are paid out once a week on Fridays)
*** *** was also advised to let the Program Manager know if he did not receive his rebate check by 01-20-This would allow for one week mail time
Please let me know if I may assist further, thank you