We appreciate this opportunity to respond to Mrs*** ***’ concern regarding her high utility bills after installing a solar photovoltaic (PV) system in November 2013. It is important to note that many factors influence the total energy charge for a Net Energy
Metering (NEM) customerThe most significant of these variables are varying weather patterns, individual energy consumption, and the total capacity of the installed PV systemOn October 16, 2014, a Hawaiian Electric representative spoke with the Mrs*** by phone, explaining the above informationShe requested that we test the electric meter at her propertyOn October 20, 2014, we left Mrs*** a voice message notifying her of the pending meter testOur technicians performed the test on October 22, The meter test results were and showed that the electric meter installed accurately measures the electricity delivered to and received from her residence. An examination of the ***’ historic billing statements confirms a significant overall reduction in net electricity usage since the execution of their NEM agreement in January Through the current October billing period, every month has shown a significant decrease in usage and the corresponding electric bill when compared to the same month of the previous yearFor example, the ***’ had a bill of $for the billing period ending 10/3/14, which is a 43% drop from a bill of $for the billing period ending 10/3/13, the same month a year earlier Similarly, they had a bill of $for the billing period ending 7/3/which is a 71% drop from a bill of $for the billing period ending 7/3/13, same month a year priorThis data clearly indicates the positive effect of the PV system and solar hot-water heater on the ***’ bill Although the ***’ bill has been higher in recent months (but still lower than prior to installing PV), it should be noted that customers, with or without PV systems, will see their bills vary from month to month as bill amounts are heavily dependent on weather, lifestyle, and other factors Note that the past several months have been exceptionally hot and humid, which may have contributed to an increase in electricity use. We understand the frustration a customer feels when the benefits received from an investment are apparently less than expectedHowever, our examination of the ***’ historic bills indicates that, though it may be less than they hoped for, they are experiencing significant savings since installing their PV systemFurther, their tested meter was found to be accurately measuring the electricity delivered to and received from themThis indicates that the customer’s bill is an accurate representation of their usage; therefore we cannot justify an adjustment to the ***’ bill
Initial Business Response /* (1000, 5, 2014/07/11) */
We appreciate the opportunity to respond to Mrs*** complaint regarding her estimated billings
Hawaiian Electric has been in frequent contact with Mrs*** regarding her high bill inquiry and concern that her bill was based
on estimated readingsIn response to her initial email requesting an explanation for her bill, a High Bill Inquiry was initiated and a SrField Representative was assigned on June 12, Our SrField Representative attempted to contact Mrs*** by phone but did not receive a return call
In the meantime, Hawaiian Electric has reviewed the account and confirmed that the billing was made based on actual meter readings, not estimated onesOur SrField Representative will continue to attempt to contact Mrs*** to schedule a convenient date and time to visit the *** residence to test their meter and evaluate their usage
We thank you for this opportunity to respond to Mrs*** concern
Initial Consumer Rebuttal /* (3000, 7, 2014/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hawaiian electric never contacted my cell phone as I can produce cell phone records to dateThey did attempt to contact my disabled husband on his cell phone, who is home at the premises waiting for the field service person to come down to discuss our concernsIt is pretty strange how our recent billing, just received has an amount considerable low at $since we made this complaintMy husband contacted a represent prior to our complaint who told my husband over the phone our bill is being estimatedWe had estimated bills in the past with Hawaiian Electric, for example the residence located at *** *** *** where the bills had to be estimated due to the meter being blocked by the neighbor and were told by Hawaiian Electric representatives all estimated bills are billed with similar amounts based on the first billingIf you review our bills you will see this same patternKeep in mind, one person disabled in the unit during the day, turning off the hot water heater and only using when we shower then turn it off again, cant possibly bring forth high bills like thisOn top of this our dryer is broken so we have been going to the laundry matPlease if you could ask Hawaiian Electric to send their field service person and knock on the door, my husband is still waitingOur phone sometimes due to living in the valley sometimes never ringsPlease have them knock at the door, the meter is right in front of our door
Thank you,
M/M *** and *** ***
Thank you,
Final Business Response /* (4000, 9, 2014/07/25) */
We appreciate the opportunity to respond to Mrs*** concerns regarding her billing issues
The Company's SrField Representative met with Mrs*** husband, *** *** on July 21, to review their accountThe *** kWh usage has dropped in the last month because they have been leaving their water heater off and turning it on for only hours each dayThis change was reflected in their most recent billing statementA typical water heater can use kWh and cost $per monthMr*** appeared satisfied with this explanation
When told that the SrField Representative had difficulties contacting the ***s to set up an appointment, Mr*** explained that they were uncomfortable with unannounced visitors; therefore, requested a phone call prior to visitingHowever, Mrs*** stated that their phone reception sometimes never rings and is unreliable due to living in a valley, which could explain why the Company's calls went unanswered and voicemails unreturned
In reviewing the account, Hawaiian Electric confirms that the billing was made based on actual meter readings, not estimated ones
We thank you for this opportunity to respond to Mrs*** concern
Customer service needs to be more CLEAR friendly and helpful (especially my good friend ***) Since I moved to my NEW address back In January I had been trying to add another name on the accountIt was either, “we can’t talk to you about this account the other person has to add you”, or “you are added to the bill but we can’t talk to you, because you are not authorized”Even though the payments were being paid from a bank account on the name of the person who needed to be added After finally speaking with someone a month or so ago, they added the name but removed "the primary" account holder, whatever that means (no one explained at that time) resulting on Hawaiian electric CLOSING the accountThey removed "the primary" without informing anyone “the account would be closed” in writingI had been logging onto the online account for over a month and a half after the account was supposed to be closed, to see the bill, since I had not gotten the last month's bill and to see how MANY MORE HUNDREDS I would need to put in (from my back account and into) their pocketsNothing was sent in writing to the home address no confirmation of closing, nothing what are they thinking!!???, we are just going to up and DISAPEAR in day?? no double checking if the information was accurate ??, if maybe there was a mistake or miscommunication??! (WHICH IT WAS) THIS GOT ME SOOO ANGERED!!! Especially when I called AGAIN to try and explain they had made a mistakeSo after months of making VERY HEFTY payments ON TIME (about $200+ each month to be exact, which comes up to a total of about $for months) out OF THE SAME personal bank account, THE ACCOUNT IS CLOSED AND A NEW ACOUND HAD TO BE MADE, which by the way would erase all previous account and all previous payment history (even though everything is the same) how convenientOn TOP OF THAT according to Hawaiian electric INITIALLY IT WOULD require a $deposit since credit is supposedly not good for the person on the bill (???) WHO just HAS $laying around for an unplanned OVERLY AND UNREASONABLE CHARGED bill??EVEN THOUGH we HAVE A HISTORY OF ONTIME PAYMENTS FOR MONTHS, ALSO What credit score system are they looking at?, that gives them a response in seconds?!AM So tired of all the monopolies, (we were supposed to get free energy a LONG TIME AGO!!) But here we are almost still being slaved by whoever makes the big decisions that impact us down below THANK YOU FOR THAT. ***
(The consumer indicated he/she DID NOT accept the response from the business.)
The eye have NOT returned all of my callsIn fact I was billed recently for their "services" even when I have not had power at all this month! When I called to find out about it, I was placed on hold for mins! Then hung up on! Then I called and asked to speak to a supervisor, I didn't get a call back for two weeks, only to be left a message and given a number that no one answered,,,
As for their meter "laws" the only reason they are refusing to turn my power back on is because they want to change the meter, I have told them that we are in the process of demolitishing this home and building a new one, so it doesn't make sense to put a new meter up yetI have repeatedly told every single person I have talked to from HECO that I will gladly do the meter reading and hand them in, but they did not cooperateThis new meter, I have refused to have installed, is my right as a consumer, according to stopsmartmetershawaii.com, I have a right to refuse this meter without it affecting my serviceThey claim that the wires are old, the HOUSE is old, but it still worksThey talk about my comments being "water under the bridge," or "irrelavent" but it really isn'tThey are making any excuse to not put the power on, to refuse my grandmother an important utility
HECO hasn't done anything but place the blame on others, their harassment and rude and bullying representatives have made my grandmother afraid to leave her home! And they have the nerve to say their actions, and inactions, are " water under the bridge"?! To threaten to condemn her home and kick her out, when they do not have the power to do so, is irrelevant?
Their tactics and attitude needs to be addressed and they need to fix what they broke, it is imperative that they take responsibility for themselves and return service back into my grandmother's homeThey have yet to apologize the two times that I have talked to themThey are dismissive and refuse to take responsiblity!
First, we would like to apologize for an error in our previous responseWe stated that we are allowed days to complete interconnection requirements studies; this was incorrectWe are allowed calendar days to complete these studies
We have completed interconnection studies of "representative" circuits to evaluate the impact of high concentrations of PV on neighborhood circuits, including DrGottlieb's circuitThe results of those studies, along with other studies, have confirmed that there are potential reliability and safety issues that can occur on these circuitsThese studies are also helping to identify mitigation steps that can be taken to address those issues up to a point
At the same time, however, studies of the impact of high amounts of PV on the islandwide grid have concluded that we have reached a point where there is so much variable renewable energy on the grid that we also need to consider the stability and reliability of our islandwide grid overall
We continue to ask for our customers' patience as we actively work on these issues
On Oahu, the total amount of rooftop PV is larger than the largest generation unit on our systemOur system operators have no way of knowing when that power output will rise or fallSo they can't adjust for that variability ahead of timeThat's why the high amount of PV on our system is challenging the reliability of electric service
Our utilities and the solar industry - are working with national solar equipment manufacturers on the technical solutions to address these issuesThis is a top priority for us all
This work, which is breaking new ground for the utility industry nationally, is expected to take at least several more monthsHawaii is far ahead of the rest of the country in the level of integrated solar PVNo other utility in the nation has faced these challengesWe've installed more than percent of the nation's PV while only having percent of the nation's total electric customersWe are working to address this situation in the fairest and fastest way possible for our customers while ensuring the continued safety and reliability of the electric gridOnce again, we appreciate DrGottlieb's continued patience in this matter and apologize for the delay
We appreciate the opportunity to further respond to Ms*** complaint regarding her current disconnection status
We have continued to respond to Ms*** calls and inquiries since the disconnection of service and first response to the Revdex.comAs advised to her before, in order to reconnect service, the property area around the meter must be repaired and safely stabilizedThe existing meter will then be replaced with the recommended Electronic Receiver/ Transmitter (ERT)
This request is in accordance to company tariff Rule No- Service Connection & Facilities on Customer Premises where it states "the customer shall exercise reasonable care to prevent the facilities of the Company on the customer's premises from being damaged or destroyed, and shall not make or break any connections thereto or attach any switches or other devices thereto, or relocate or otherwise interfere with such facilities, and in case any defect therein shall be discovered, shall promptly notify the Company thereof." Furthermore, "in the event of loss or damage to the Company's property on the customer's premises caused intentionally or arising from neglect, carelessness or misuse by anyone other than the Company on the customer's premises, the cost of necessary repairs or replacement shall be at the expense of the customer."
We are truly saddened to hear of Ms*** family situation and have suggested contacting a few charities who may be able to assist her
As soon as Ms*** is able to address the unsafe conditions of the residence meter housing, we will gladly install the new remote meter and reconnect service
Initial Business Response /* (1000, 5, 2014/04/22) */
We appreciate the opportunity to respond to Mrs***'s complaint regarding the amount of deposit required to reconnect her electrical service
Hawaiian Electric has been in contact with Mrs*** investigating her request to
refund her deposit
Our company's policies and procedures with regard to deposit practices are based on the Hawaii Public Utilities Commission Rule No- DepositsHawaiian Electric emphasized to Mrs*** that her deposit plus 6% interest would be "refundable in cash or by credit to the customer's account when bills are paid before becoming past due for a continuous period of at least month." The deposit amount is calculated under Rule No6, which states: "Such deposits shall not be less than $nor more in amount than the maximum estimated charge for service for consecutive months, or as may reasonably be required by the Company in cases involving service for short periods or special occasions."
Based on Mrs***'s account history with Hawaiian Electric, her deposit will not be refunded at this timeWe look forward to refunding the deposit with interest once the positive payment history is established
We thank you for this opportunity to respond to Mrs***'s concern
Initial Business Response /* (4000, 8, 2014/03/20) */
03/17/- HECO Response to Customer Complaint
Case #*** (***)
We appreciate the opportunity to respond to Mrs*** complaint regarding the Cash Only status applied to her account due to a recent bounced check
payment made by phone using a third-party entity, *** *** ***
Hawaiian Electric researched Mrs*** account history and found that her payment of $via *** *** *** was returned due to the third party entity's inability to locate her bank account*** *** *** allows consumers to call and make a payment by phone using touch tone options and requires the consumer to input their personal bank account or credit card informationAlthough Mrs*** did not write a check for this payment, *** *** *** had attempted to withdraw from the bank checking account number she providedThis transaction could not be completed due to incorrect entry of her bank accountTherefore, the payment of $was returned and a return payment fee of $was appliedAs a one-time courtesy, Hawaiian Electric will waive and credit the $fee
The Cash Only status applied to Mrs*** account is a temporary 30-day status to ensure the customer's next payment does not get returnedMrs*** will be able to continue making payments by check or via *** once the Cash Only status expires on March 28,
We thank you for this opportunity to respond to Mrs*** concerns
Final Consumer Response /* (4200, 10, 2014/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for waiving the fee of $The term "bounced" check implies a check drawn on a checking account with insufficient fundsThis never happenedI still hold that *** *** *** had their wires crossedNo further response is desiredThank you
Thank you for the opportunity to address Ms*** concern regarding the recent disconnection of her service In reviewing Ms*** account history, payment has either not been made regularly or in full resulting in multiple late payment fees Electric service for
Ms*** was disconnected on October 21, due to non-payment of remaining balance of $for her August statement for the billing period of July to August 4, Payments made in the amount of $on September 17, and $on October 7, were both returned and each assessed a returned payment fee of $ A security deposit of $387.00, a $same-day reconnection fee along with outstanding balance of $was requested for service to be reconnectedWhen the total payment of $was made on October 24, 2014, service was reconnected the same-day at 1:p.m Hawaiian Electric sent notification letters and made courtesy calls to Ms*** about her outstanding balance due and the risk of service disconnectionAt the time of disconnection, we had also provided additional time for Ms*** to pay the Field Service Representative in person. We thank you for this opportunity to respond to Ms*** concern
Complaint: [redacted]
I am rejecting this response because: While I was late to make payment, payment was mailed from Washington DC while I was on a business trip and arrived and cashed on the 26th.The reconnect fee is extremely high which puts a real burden on my...
family and then to cash my late check instead of returning it seems a bit greedy. I can't see why HEICO could not
return the late payment or return my reconnection fee. When the year is completed with no late payments the 6% interest on the amount makes no difference to me since the money won't
be returned. It would be added to my account. It's not a good business practice, if you ask me.
Sincerely,
[redacted]
We appreciate the opportunity to respond to Ms. [redacted] complaint regarding her recent disconnection of service.
According to Ms. [redacted] account history, Ms. [redacted] has had difficulty making timely payments since June 2012. Access to Ms. [redacted] meter has also been an issue for some...
time. To help with accurate meter readings, Hawaiian Electric recommended replacing the existing meter with a remote meter known as an Electronic Receiver/ Transmitter (ERT). However, we have encountered ongoing difficulties reaching Ms. [redacted] to fulfill this request.
Hawaiian Electric was only able to establish contact with Ms. [redacted] upon disconnection of service. Two payments in the amount of $578.00 and $250.00 brought Ms. [redacted] account current. Service was then scheduled to be reconnected with the condition that the meter be replaced with a remote meter. However, when our line crew and technician inspected the property they found that the property structure holding the meter housing was unsafe and not stable. The safety of our customers and employees is a top priority. When Ms. [redacted] is able to address the unsafe conditions, we will be glad to install the new remote meter and reconnect service.
We thank you for this opportunity to respond to Ms. [redacted] concern.
Complaint ID #[redacted]We appreciate this opportunity to respond to Ms. [redacted]'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.26,2014. A status...
letter was mailed to her on Oct. 9, 2014 informingher that her Agreement was undergoing TechnicalReview. At 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 Oct. 2014 communication, 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. [redacted]'s neighborhood circuit, it was found that the interconnection of her PV system would need to wait until the appropriate solutions were identifiedand in place. A follow up letter was sent to her on Nov. 3, 2014 informingher that her PV system must undergofurther review, and that HawaiianElectric would contacther again once specific interconnection requirements for her circuitwere established.On Dec. 9 and 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 Dec. 29, 2014 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 system. That way, customers will not be placed in the predicament described by Ms. [redacted], where they have paid for a system that they are not yet authorizedto operate. As noted, we've also remindedsolar contractors of thisconcern. On Feb. 6, 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 2015 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. [redacted],but we hope this helps to explainthe circumstances for the delay in approvalfor her PV system
In May 2014, Hawaiian Electric Company received a request for electrical service from [redacted], who owns a property adjacent to the [redacted] property on Kaneohe Bay Drive. There is an apparent ongoing dispute between them regarding the construction of Mr. [redacted]’s new residence....
Hawaiian Electric and Hawaiian Telcom have a valid easement over the [redacted] property that extends to the boundary of the [redacted] property and in our opinion permits the utility companies to extend service to the [redacted] parcel.
Since May, we have been communicating with [redacted] and [redacted] regarding the installation of electrical lines to the [redacted] property in this easement. We have provided them with a copy of the easement and on several occasions have explained its terms and conditions. The issue as we understand it is that the [redacted] and [redacted] do not believe the easement allows Hawaiian Electric to extend service to the [redacted] property. We believe and have concluded that such valid easement does allow such service to the [redacted] property.
Hawaiian Electric, as a regulated public utility, cannot take sides in a dispute between neighbors, and must extend service to all customers provided that it has the necessary easement rights and that the customer has obtained all the necessary permits for service. In this instance, we believe our easement permits the extension of service to Mr. [redacted], and we intend to do so, provided that said permits and other regulated requirements of service have been met. We thank you for the opportunity to respond to Ms. [redacted]’
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.
Just moved into a new home. Had an old meter box. We hired an electrician who came and updated everything. Now we are without electricity and heco can't get there act together to get us electricity. They're saying we might not have electricity for MONTHS
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.
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], [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.
Initial Business Response /* (1000, 9, 2014/04/04) */
We appreciate the opportunity to respond to Mrs. [redacted]'s complaint regarding the refund checks issued under her business' name. She indicates that she is unable to deposit or cash the checks because the business has now been...
closed.
Hawaiian Electric's policy is to issue refund checks in the name of the Account Holder. Mrs. [redacted]'s electric account was under the business name of Windward General Repairs. The electric account was not listed as a sole proprietorship nor did it indicate Mrs. [redacted] was the business owner.
However, after researching the business, our Credit department has confirmed that the business was operating as a sole proprietorship by Mrs. [redacted]. Mrs. [redacted] was advised to return the refund checks and Hawaiian Electric will reissue new checks made payable to both the business name and her name.
Hawaiian Electric sincerely apologizes for the delay and inconvenience caused to Mrs. [redacted]. We have spoken with her and she appeared to be satisfied with the resolution and expressed no other issues.
We hope we have fulfilled the consumer's desired resolution of reissuing her refund check in her name.
We thank you for this opportunity to respond to Mrs. [redacted]'s concern.
Initial Consumer Rebuttal /* (3000, 11, 2014/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I spoke to [redacted] on 04/01/2014. She told me they would re issue my refund checks in my name only. I don't want the checks made out to windward general repairs and my name I explained to her that I still had my Windward Auto Body account open in Hawaii. My electric bills clearly state that they are DBA:Windward Auto Body. I don't understand why this is such a big deal. I am the owner of the company. HECO owes me a total of $473.50 and I expect them to simply make the checks out in a fashion that I can cash them . I am retired and live on a fixed income. And I can not afford to lose out on that much money.
Final Business Response /* (4000, 13, 2014/04/10) */
We appreciate the opportunity to respond to Mrs. [redacted]'s concern about her refund checks being issued payable to both her and Windward General Repairs.
We have since clarified with her that although our company policy is to issue refund checks in the name of the Account Holder (Windward General Repairs), in this case, because we have verified the ownership of this sole proprietorship, the refund checks have been re-issued payable to "Windward General Repairs OR [redacted]." Mrs. [redacted] confirms that she now understands that this will enable her to deposit or cash the checks even though the business has been closed.
We hope we have fulfilled the consumer's desired resolution of reissuing her refund checks in a way that enables her to deposit or cash the checks.
We thank you for this opportunity to respond to Mrs. [redacted]'s concern.
Final Consumer Response /* (2000, 18, 2014/04/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Heco reissued my refund checks in my name and I was able to deposit these. Thank you.
[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.
We appreciate this opportunity to respond to Mrs*** ***’ concern regarding her high utility bills after installing a solar photovoltaic (PV) system in November 2013. It is important to note that many factors influence the total energy charge for a Net Energy
Metering (NEM) customerThe most significant of these variables are varying weather patterns, individual energy consumption, and the total capacity of the installed PV systemOn October 16, 2014, a Hawaiian Electric representative spoke with the Mrs*** by phone, explaining the above informationShe requested that we test the electric meter at her propertyOn October 20, 2014, we left Mrs*** a voice message notifying her of the pending meter testOur technicians performed the test on October 22, The meter test results were and showed that the electric meter installed accurately measures the electricity delivered to and received from her residence. An examination of the ***’ historic billing statements confirms a significant overall reduction in net electricity usage since the execution of their NEM agreement in January Through the current October billing period, every month has shown a significant decrease in usage and the corresponding electric bill when compared to the same month of the previous yearFor example, the ***’ had a bill of $for the billing period ending 10/3/14, which is a 43% drop from a bill of $for the billing period ending 10/3/13, the same month a year earlier Similarly, they had a bill of $for the billing period ending 7/3/which is a 71% drop from a bill of $for the billing period ending 7/3/13, same month a year priorThis data clearly indicates the positive effect of the PV system and solar hot-water heater on the ***’ bill Although the ***’ bill has been higher in recent months (but still lower than prior to installing PV), it should be noted that customers, with or without PV systems, will see their bills vary from month to month as bill amounts are heavily dependent on weather, lifestyle, and other factors Note that the past several months have been exceptionally hot and humid, which may have contributed to an increase in electricity use. We understand the frustration a customer feels when the benefits received from an investment are apparently less than expectedHowever, our examination of the ***’ historic bills indicates that, though it may be less than they hoped for, they are experiencing significant savings since installing their PV systemFurther, their tested meter was found to be accurately measuring the electricity delivered to and received from themThis indicates that the customer’s bill is an accurate representation of their usage; therefore we cannot justify an adjustment to the ***’ bill
Initial Business Response /* (1000, 5, 2014/07/11) */
We appreciate the opportunity to respond to Mrs*** complaint regarding her estimated billings
Hawaiian Electric has been in frequent contact with Mrs*** regarding her high bill inquiry and concern that her bill was based
on estimated readingsIn response to her initial email requesting an explanation for her bill, a High Bill Inquiry was initiated and a SrField Representative was assigned on June 12, Our SrField Representative attempted to contact Mrs*** by phone but did not receive a return call
In the meantime, Hawaiian Electric has reviewed the account and confirmed that the billing was made based on actual meter readings, not estimated onesOur SrField Representative will continue to attempt to contact Mrs*** to schedule a convenient date and time to visit the *** residence to test their meter and evaluate their usage
We thank you for this opportunity to respond to Mrs*** concern
Initial Consumer Rebuttal /* (3000, 7, 2014/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hawaiian electric never contacted my cell phone as I can produce cell phone records to dateThey did attempt to contact my disabled husband on his cell phone, who is home at the premises waiting for the field service person to come down to discuss our concernsIt is pretty strange how our recent billing, just received has an amount considerable low at $since we made this complaintMy husband contacted a represent prior to our complaint who told my husband over the phone our bill is being estimatedWe had estimated bills in the past with Hawaiian Electric, for example the residence located at *** *** *** where the bills had to be estimated due to the meter being blocked by the neighbor and were told by Hawaiian Electric representatives all estimated bills are billed with similar amounts based on the first billingIf you review our bills you will see this same patternKeep in mind, one person disabled in the unit during the day, turning off the hot water heater and only using when we shower then turn it off again, cant possibly bring forth high bills like thisOn top of this our dryer is broken so we have been going to the laundry matPlease if you could ask Hawaiian Electric to send their field service person and knock on the door, my husband is still waitingOur phone sometimes due to living in the valley sometimes never ringsPlease have them knock at the door, the meter is right in front of our door
Thank you,
M/M *** and *** ***
Thank you,
Final Business Response /* (4000, 9, 2014/07/25) */
We appreciate the opportunity to respond to Mrs*** concerns regarding her billing issues
The Company's SrField Representative met with Mrs*** husband, *** *** on July 21, to review their accountThe *** kWh usage has dropped in the last month because they have been leaving their water heater off and turning it on for only hours each dayThis change was reflected in their most recent billing statementA typical water heater can use kWh and cost $per monthMr*** appeared satisfied with this explanation
When told that the SrField Representative had difficulties contacting the ***s to set up an appointment, Mr*** explained that they were uncomfortable with unannounced visitors; therefore, requested a phone call prior to visitingHowever, Mrs*** stated that their phone reception sometimes never rings and is unreliable due to living in a valley, which could explain why the Company's calls went unanswered and voicemails unreturned
In reviewing the account, Hawaiian Electric confirms that the billing was made based on actual meter readings, not estimated ones
We thank you for this opportunity to respond to Mrs*** concern
Customer service needs to be more CLEAR friendly and helpful (especially my good friend ***) Since I moved to my NEW address back In January I had been trying to add another name on the accountIt was either, “we can’t talk to you about this account the other person has to add you”, or “you are added to the bill but we can’t talk to you, because you are not authorized”Even though the payments were being paid from a bank account on the name of the person who needed to be added After finally speaking with someone a month or so ago, they added the name but removed "the primary" account holder, whatever that means (no one explained at that time) resulting on Hawaiian electric CLOSING the accountThey removed "the primary" without informing anyone “the account would be closed” in writingI had been logging onto the online account for over a month and a half after the account was supposed to be closed, to see the bill, since I had not gotten the last month's bill and to see how MANY MORE HUNDREDS I would need to put in (from my back account and into) their pocketsNothing was sent in writing to the home address no confirmation of closing, nothing what are they thinking!!???, we are just going to up and DISAPEAR in day?? no double checking if the information was accurate ??, if maybe there was a mistake or miscommunication??! (WHICH IT WAS) THIS GOT ME SOOO ANGERED!!! Especially when I called AGAIN to try and explain they had made a mistakeSo after months of making VERY HEFTY payments ON TIME (about $200+ each month to be exact, which comes up to a total of about $for months) out OF THE SAME personal bank account, THE ACCOUNT IS CLOSED AND A NEW ACOUND HAD TO BE MADE, which by the way would erase all previous account and all previous payment history (even though everything is the same) how convenientOn TOP OF THAT according to Hawaiian electric INITIALLY IT WOULD require a $deposit since credit is supposedly not good for the person on the bill (???) WHO just HAS $laying around for an unplanned OVERLY AND UNREASONABLE CHARGED bill??EVEN THOUGH we HAVE A HISTORY OF ONTIME PAYMENTS FOR MONTHS, ALSO What credit score system are they looking at?, that gives them a response in seconds?!AM So tired of all the monopolies, (we were supposed to get free energy a LONG TIME AGO!!) But here we are almost still being slaved by whoever makes the big decisions that impact us down below THANK YOU FOR THAT. ***
(The consumer indicated he/she DID NOT accept the response from the business.)
The eye have NOT returned all of my callsIn fact I was billed recently for their "services" even when I have not had power at all this month! When I called to find out about it, I was placed on hold for mins! Then hung up on! Then I called and asked to speak to a supervisor, I didn't get a call back for two weeks, only to be left a message and given a number that no one answered,,,
As for their meter "laws" the only reason they are refusing to turn my power back on is because they want to change the meter, I have told them that we are in the process of demolitishing this home and building a new one, so it doesn't make sense to put a new meter up yetI have repeatedly told every single person I have talked to from HECO that I will gladly do the meter reading and hand them in, but they did not cooperateThis new meter, I have refused to have installed, is my right as a consumer, according to stopsmartmetershawaii.com, I have a right to refuse this meter without it affecting my serviceThey claim that the wires are old, the HOUSE is old, but it still worksThey talk about my comments being "water under the bridge," or "irrelavent" but it really isn'tThey are making any excuse to not put the power on, to refuse my grandmother an important utility
HECO hasn't done anything but place the blame on others, their harassment and rude and bullying representatives have made my grandmother afraid to leave her home! And they have the nerve to say their actions, and inactions, are " water under the bridge"?! To threaten to condemn her home and kick her out, when they do not have the power to do so, is irrelevant?
Their tactics and attitude needs to be addressed and they need to fix what they broke, it is imperative that they take responsibility for themselves and return service back into my grandmother's homeThey have yet to apologize the two times that I have talked to themThey are dismissive and refuse to take responsiblity!
First, we would like to apologize for an error in our previous responseWe stated that we are allowed days to complete interconnection requirements studies; this was incorrectWe are allowed calendar days to complete these studies
We have completed interconnection studies of "representative" circuits to evaluate the impact of high concentrations of PV on neighborhood circuits, including DrGottlieb's circuitThe results of those studies, along with other studies, have confirmed that there are potential reliability and safety issues that can occur on these circuitsThese studies are also helping to identify mitigation steps that can be taken to address those issues up to a point
At the same time, however, studies of the impact of high amounts of PV on the islandwide grid have concluded that we have reached a point where there is so much variable renewable energy on the grid that we also need to consider the stability and reliability of our islandwide grid overall
We continue to ask for our customers' patience as we actively work on these issues
On Oahu, the total amount of rooftop PV is larger than the largest generation unit on our systemOur system operators have no way of knowing when that power output will rise or fallSo they can't adjust for that variability ahead of timeThat's why the high amount of PV on our system is challenging the reliability of electric service
Our utilities and the solar industry - are working with national solar equipment manufacturers on the technical solutions to address these issuesThis is a top priority for us all
This work, which is breaking new ground for the utility industry nationally, is expected to take at least several more monthsHawaii is far ahead of the rest of the country in the level of integrated solar PVNo other utility in the nation has faced these challengesWe've installed more than percent of the nation's PV while only having percent of the nation's total electric customersWe are working to address this situation in the fairest and fastest way possible for our customers while ensuring the continued safety and reliability of the electric gridOnce again, we appreciate DrGottlieb's continued patience in this matter and apologize for the delay
We appreciate the opportunity to further respond to Ms*** complaint regarding her current disconnection status
We have continued to respond to Ms*** calls and inquiries since the disconnection of service and first response to the Revdex.comAs advised to her before, in order to reconnect service, the property area around the meter must be repaired and safely stabilizedThe existing meter will then be replaced with the recommended Electronic Receiver/ Transmitter (ERT)
This request is in accordance to company tariff Rule No- Service Connection & Facilities on Customer Premises where it states "the customer shall exercise reasonable care to prevent the facilities of the Company on the customer's premises from being damaged or destroyed, and shall not make or break any connections thereto or attach any switches or other devices thereto, or relocate or otherwise interfere with such facilities, and in case any defect therein shall be discovered, shall promptly notify the Company thereof." Furthermore, "in the event of loss or damage to the Company's property on the customer's premises caused intentionally or arising from neglect, carelessness or misuse by anyone other than the Company on the customer's premises, the cost of necessary repairs or replacement shall be at the expense of the customer."
We are truly saddened to hear of Ms*** family situation and have suggested contacting a few charities who may be able to assist her
As soon as Ms*** is able to address the unsafe conditions of the residence meter housing, we will gladly install the new remote meter and reconnect service
Initial Business Response /* (1000, 5, 2014/04/22) */
We appreciate the opportunity to respond to Mrs***'s complaint regarding the amount of deposit required to reconnect her electrical service
Hawaiian Electric has been in contact with Mrs*** investigating her request to
refund her deposit
Our company's policies and procedures with regard to deposit practices are based on the Hawaii Public Utilities Commission Rule No- DepositsHawaiian Electric emphasized to Mrs*** that her deposit plus 6% interest would be "refundable in cash or by credit to the customer's account when bills are paid before becoming past due for a continuous period of at least month." The deposit amount is calculated under Rule No6, which states: "Such deposits shall not be less than $nor more in amount than the maximum estimated charge for service for consecutive months, or as may reasonably be required by the Company in cases involving service for short periods or special occasions."
Based on Mrs***'s account history with Hawaiian Electric, her deposit will not be refunded at this timeWe look forward to refunding the deposit with interest once the positive payment history is established
We thank you for this opportunity to respond to Mrs***'s concern
Initial Business Response /* (4000, 8, 2014/03/20) */
03/17/- HECO Response to Customer Complaint
Case #*** (***)
We appreciate the opportunity to respond to Mrs*** complaint regarding the Cash Only status applied to her account due to a recent bounced check
payment made by phone using a third-party entity, *** *** ***
Hawaiian Electric researched Mrs*** account history and found that her payment of $via *** *** *** was returned due to the third party entity's inability to locate her bank account*** *** *** allows consumers to call and make a payment by phone using touch tone options and requires the consumer to input their personal bank account or credit card informationAlthough Mrs*** did not write a check for this payment, *** *** *** had attempted to withdraw from the bank checking account number she providedThis transaction could not be completed due to incorrect entry of her bank accountTherefore, the payment of $was returned and a return payment fee of $was appliedAs a one-time courtesy, Hawaiian Electric will waive and credit the $fee
The Cash Only status applied to Mrs*** account is a temporary 30-day status to ensure the customer's next payment does not get returnedMrs*** will be able to continue making payments by check or via *** once the Cash Only status expires on March 28,
We thank you for this opportunity to respond to Mrs*** concerns
Final Consumer Response /* (4200, 10, 2014/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for waiving the fee of $The term "bounced" check implies a check drawn on a checking account with insufficient fundsThis never happenedI still hold that *** *** *** had their wires crossedNo further response is desiredThank you
Thank you for the opportunity to address Ms*** concern regarding the recent disconnection of her service In reviewing Ms*** account history, payment has either not been made regularly or in full resulting in multiple late payment fees Electric service for
Ms*** was disconnected on October 21, due to non-payment of remaining balance of $for her August statement for the billing period of July to August 4, Payments made in the amount of $on September 17, and $on October 7, were both returned and each assessed a returned payment fee of $ A security deposit of $387.00, a $same-day reconnection fee along with outstanding balance of $was requested for service to be reconnectedWhen the total payment of $was made on October 24, 2014, service was reconnected the same-day at 1:p.m Hawaiian Electric sent notification letters and made courtesy calls to Ms*** about her outstanding balance due and the risk of service disconnectionAt the time of disconnection, we had also provided additional time for Ms*** to pay the Field Service Representative in person. We thank you for this opportunity to respond to Ms*** concern
Complaint: [redacted]
I am rejecting this response because: While I was late to make payment, payment was mailed from Washington DC while I was on a business trip and arrived and cashed on the 26th.The reconnect fee is extremely high which puts a real burden on my...
family and then to cash my late check instead of returning it seems a bit greedy. I can't see why HEICO could not
return the late payment or return my reconnection fee. When the year is completed with no late payments the 6% interest on the amount makes no difference to me since the money won't
be returned. It would be added to my account. It's not a good business practice, if you ask me.
Sincerely,
[redacted]
We appreciate the opportunity to respond to Ms. [redacted] complaint regarding her recent disconnection of service.
According to Ms. [redacted] account history, Ms. [redacted] has had difficulty making timely payments since June 2012. Access to Ms. [redacted] meter has also been an issue for some...
time. To help with accurate meter readings, Hawaiian Electric recommended replacing the existing meter with a remote meter known as an Electronic Receiver/ Transmitter (ERT). However, we have encountered ongoing difficulties reaching Ms. [redacted] to fulfill this request.
Hawaiian Electric was only able to establish contact with Ms. [redacted] upon disconnection of service. Two payments in the amount of $578.00 and $250.00 brought Ms. [redacted] account current. Service was then scheduled to be reconnected with the condition that the meter be replaced with a remote meter. However, when our line crew and technician inspected the property they found that the property structure holding the meter housing was unsafe and not stable. The safety of our customers and employees is a top priority. When Ms. [redacted] is able to address the unsafe conditions, we will be glad to install the new remote meter and reconnect service.
We thank you for this opportunity to respond to Ms. [redacted] concern.
Complaint ID #[redacted]We appreciate this opportunity to respond to Ms. [redacted]'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.26,2014. A status...
letter was mailed to her on Oct. 9, 2014 informingher that her Agreement was undergoing TechnicalReview. At 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 Oct. 2014 communication, 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. [redacted]'s neighborhood circuit, it was found that the interconnection of her PV system would need to wait until the appropriate solutions were identifiedand in place. A follow up letter was sent to her on Nov. 3, 2014 informingher that her PV system must undergofurther review, and that HawaiianElectric would contacther again once specific interconnection requirements for her circuitwere established.On Dec. 9 and 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 Dec. 29, 2014 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 system. That way, customers will not be placed in the predicament described by Ms. [redacted], where they have paid for a system that they are not yet authorizedto operate. As noted, we've also remindedsolar contractors of thisconcern. On Feb. 6, 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 2015 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. [redacted],but we hope this helps to explainthe circumstances for the delay in approvalfor her PV system
In May 2014, Hawaiian Electric Company received a request for electrical service from [redacted], who owns a property adjacent to the [redacted] property on Kaneohe Bay Drive. There is an apparent ongoing dispute between them regarding the construction of Mr. [redacted]’s new residence....
Hawaiian Electric and Hawaiian Telcom have a valid easement over the [redacted] property that extends to the boundary of the [redacted] property and in our opinion permits the utility companies to extend service to the [redacted] parcel.
Since May, we have been communicating with [redacted] and [redacted] regarding the installation of electrical lines to the [redacted] property in this easement. We have provided them with a copy of the easement and on several occasions have explained its terms and conditions. The issue as we understand it is that the [redacted] and [redacted] do not believe the easement allows Hawaiian Electric to extend service to the [redacted] property. We believe and have concluded that such valid easement does allow such service to the [redacted] property.
Hawaiian Electric, as a regulated public utility, cannot take sides in a dispute between neighbors, and must extend service to all customers provided that it has the necessary easement rights and that the customer has obtained all the necessary permits for service. In this instance, we believe our easement permits the extension of service to Mr. [redacted], and we intend to do so, provided that said permits and other regulated requirements of service have been met. We thank you for the opportunity to respond to Ms. [redacted]’
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.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is unacceptable.
Just moved into a new home. Had an old meter box. We hired an electrician who came and updated everything. Now we are without electricity and heco can't get there act together to get us electricity. They're saying we might not have electricity for MONTHS
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.
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], [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.
Initial Business Response /* (1000, 9, 2014/04/04) */
We appreciate the opportunity to respond to Mrs. [redacted]'s complaint regarding the refund checks issued under her business' name. She indicates that she is unable to deposit or cash the checks because the business has now been...
closed.
Hawaiian Electric's policy is to issue refund checks in the name of the Account Holder. Mrs. [redacted]'s electric account was under the business name of Windward General Repairs. The electric account was not listed as a sole proprietorship nor did it indicate Mrs. [redacted] was the business owner.
However, after researching the business, our Credit department has confirmed that the business was operating as a sole proprietorship by Mrs. [redacted]. Mrs. [redacted] was advised to return the refund checks and Hawaiian Electric will reissue new checks made payable to both the business name and her name.
Hawaiian Electric sincerely apologizes for the delay and inconvenience caused to Mrs. [redacted]. We have spoken with her and she appeared to be satisfied with the resolution and expressed no other issues.
We hope we have fulfilled the consumer's desired resolution of reissuing her refund check in her name.
We thank you for this opportunity to respond to Mrs. [redacted]'s concern.
Initial Consumer Rebuttal /* (3000, 11, 2014/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I spoke to [redacted] on 04/01/2014. She told me they would re issue my refund checks in my name only. I don't want the checks made out to windward general repairs and my name I explained to her that I still had my Windward Auto Body account open in Hawaii. My electric bills clearly state that they are DBA:Windward Auto Body. I don't understand why this is such a big deal. I am the owner of the company. HECO owes me a total of $473.50 and I expect them to simply make the checks out in a fashion that I can cash them . I am retired and live on a fixed income. And I can not afford to lose out on that much money.
Final Business Response /* (4000, 13, 2014/04/10) */
We appreciate the opportunity to respond to Mrs. [redacted]'s concern about her refund checks being issued payable to both her and Windward General Repairs.
We have since clarified with her that although our company policy is to issue refund checks in the name of the Account Holder (Windward General Repairs), in this case, because we have verified the ownership of this sole proprietorship, the refund checks have been re-issued payable to "Windward General Repairs OR [redacted]." Mrs. [redacted] confirms that she now understands that this will enable her to deposit or cash the checks even though the business has been closed.
We hope we have fulfilled the consumer's desired resolution of reissuing her refund checks in a way that enables her to deposit or cash the checks.
We thank you for this opportunity to respond to Mrs. [redacted]'s concern.
Final Consumer Response /* (2000, 18, 2014/04/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Heco reissued my refund checks in my name and I was able to deposit these. Thank you.
[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.