B & T Auto Repair

Just moved into a new homeHad an old meter boxWe hired an electrician who came and updated everythingNow we are without electricity and heco can't get there act together to get us electricityThey're saying we might not have electricity for MONTHS

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 Access to Ms [redacted] meter has also been an issue for some timeTo 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 serviceTwo payments in the amount of $and $brought Ms [redacted] account currentService was then scheduled to be reconnected with the condition that the meter be replaced with a remote meterHowever, when our line crew and technician inspected the property they found that the property structure holding the meter housing was unsafe and not stableThe safety of our customers and employees is a top priorityWhen 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

Thank you for the opportunity to address Ms [redacted] concerns regarding her recent electric billAs noted, Mrs [redacted] was particularly concerned since we had just executed a Net Energy Metering agreement for her PV system and a higher bill was especially surprising given the circumstances Since her initial contact with us, we have checked a number of possible reasons for her high billHowever, after tests of her meter and several visits to her home were conducted as additional follow ups, it appears that the high bill is due to higher usage, possibly due to air conditioning or other household usesOur investigation and contacts with Mrs [redacted] are summarized as follows: On June 2, 2014, we executed a Net Energy Metering (NEM) contract for Ms [redacted] PV systemSubsequently, Ms [redacted] noticed an increase from $to $on her bill covering the period from July 5, through Aug5, Ms [redacted] contacted us regarding the increase in her billAs a result, we began an investigation to ensure the bill charges were thoroughly checked A field service investigator was sent to her home twice, once on Aug12, and again on Aug20, 2014, to conduct meter check readsThose readings showed usage of kilowatt-hours (kWh) and kWh per day, respectivelyDuring our visit, we also conducted evaluations on the water meter but didn't find evidence of a hot water leak, which sometimes causes high billsDuring his visit, the field service investigator did note two large air-conditioning units that may be contributing to the high bill A meter test was also conducted on Sept5, 2014, which showed no issues with the meterAs a result, we sent a letter to Ms [redacted] informing her of the results of our investigation On Sept16, 2014, Ms [redacted] contacted our Customer Assistance Center regarding the results of the Sept5th meter testOur customer assistance representative forwarded Ms [redacted] concerns to the Customer Assistance Center supervisors, NEM supervisor, and NEM representatives for additional follow-upAt that time, we also suspended collections on Ms [redacted] account through Oct31, to allow for resolution of our investigation On Sept18, 2014, a NEM representative contacted Ms [redacted] to review the meter test results with herMs [redacted] indicated that she was still not satisfied with the results of our explanationOn Sept24, 2014, a field service investigator and a NEM supervisor met with Ms [redacted] and her solar contractor at her home to review her bill and the results of the readings we gatheredWe explained to both Ms [redacted] and the solar contactor that her billing is correct according to the results of both readingsThe field service investigator discussed the two central air conditioning units--a kilowatt (kW) unit serving upstairs and a kW unit serving downstairsWe noted that if these units are running continuously the usage reflected on her bill from July 7, to Aug5, is probable We have noticed that recent usage has gone down, so we are hopeful that discussions about possible causes of higher usage were helpful Based on the visit, the information gathered, and the satisfactory results of the meter test and check reads, we do not believe that a credit or adjustment to Ms [redacted] bill is appropriateHowever, we would like to ensure that Mrs [redacted] can reach out to someone who is familiar with her account in the future if she has additional concernsPlease let her know that she may contact [redacted] ***, Customer Field Service Supervisor, at [redacted] with any questions We thank you again for the opportunity to respond to Ms [redacted] concerns

We appreciate the opportunity to respond again to Ms [redacted] original concern of electrical service disconnectionWe understand the cost of making a late payment, the cost of a security deposit, a reconnection fee and additional fees assessed can seem very highThe Company offers a number of ways for customers to pay their monthly bill on time such as Automatic Bill Payment (ABP), MyCheckFree –an online bill payment service, or paying by phone using their debit card, credit card or electronic checkOur customers may also walk into any [redacted] office conveniently located invarious neighborhood places such as [redacted] Ms [redacted] August statement for billing period of July to August 5, reflecting the amount of $was due upon receipt of bill No payment for this period was received in August Ms [redacted] September statement for billing period of August to September 4, included the August balance due and current charges of $No payment for the period was received in September On September 6, 2014, the Company sent a disconnection notice to Ms [redacted] reminding her of her outstanding balance for her August statement of $The letter states that non-payment may result in disconnection of serviceThe Company also placed a courtesy reminder call to Ms [redacted] on September 16, Company records show there were no calls received from Ms [redacted] of plans to make a payment of any kind from here in Hawai‘i locally or from out of stateAt the time of disconnection, on September 25, 2014, Ms [redacted] account was one month overdue for her August paymentIn reviewing Ms [redacted] account history, the Company had sent her a number of disconnection notices and hadplaced courtesy reminder calls since January of for consistent late payments We regret to hear Ms [redacted] disagreed with our Company policy requesting a security deposit and a reconnection fee in order to reconnect service and re-establish creditWe would like to extend the invitation for Ms [redacted] to contact our Customer Assistance Center for more information on enrolling in one of our many bill payment options with hopes of maintaining a better payment historyWe thank youfor this opportunity to respond to Ms [redacted] concern

Company with horrific customers service and sneaky business practices with a complete lack of transparencyIf there were another electric company in the state I would happily switchBeware of misrepresented credit scores, outrageous deposits, unfriendly and rude customer service, long wait times, and no customer communication regarding accounts management

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,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 [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 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 [redacted] , 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 [redacted] ,but we hope this helps to explainthe circumstances for the delay in approvalfor her PV system

We appreciate this opportunity to respond to Dr [redacted] complaint regarding the delay in the approval of her photovoltaic (PV) system We recognize it is frustrating to have to wait for a determination As stated on our website 1, the Locational Value Map (LVM) is "designed to show customers and solar contractors an estimate of the level of distributed generation (DG) penetration on distribution circuits as a percentage of both minimum and peak circuit loads at a given point in time." Further, note that we update the LVM every week nightFor this reason, a percentage shown one day may change by the next We provide the LVM as a tool to give Net Energy Metering (NEM) applicants a general idea of the distributed generation saturation levels on their circuit before applyingUnfortunately, we cannot guarantee that the percentages will not change as we add more customers in the period between when they first check the LVM and when their NEM application is input Pursuant to our Tariff Rules, approved by the Public Utilities Commission, we process all NEM applications in the order received, and space on a circuit is determined on a first-come first-served basisDuring the twelve business days between when we received Dr [redacted] application (June 18, 2014) and when we finished our completeness review (July 3, 2014), all NEM applicants who applied prior to her and were connected to the same circuit caused the circuit saturation percentage to grow Dr [redacted] application was submitted for technical review on July 3, 2014, and a determination was made regarding the status of her system on July The Public Utilities Commission Tariff Rule 18, Appendix III allows the following timeframes for processing a NEM application: business days for completeness review business days for initial technical review business days for supplemental review days for an interconnection requirements study Dr [redacted] application fell within the time allotted for supplemental reviewThis supplemental review determined that, given the high distributed generation saturation on the circuit to which her property connects, and the potential safety and reliability risks to the electrical grid that this situation creates, approval of her application must await the completion of an interconnection requirements study and the implementation of any safety upgrades, if neededAt this time, many NEM applicants are in a similar situation We are currently in the process of working with the solar industry and solar equipment manufacturers on possible technical solutions to address these issues Again, we know how frustrating it is for customers to wait for a determinationWe are working to address this situation in the least expensive, fairest and fastest way possible for all of our customers, while ensuring continued safe and reliable serviceWe hope to be able to provide updated information on possible solutions soon Note to Revdex.com: Footnotes are not appearing in our response above, therefore, a hard copy will be attached once this is submitted

Case # [redacted] ( [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 causedWe accept full responsibility for the oversight and we are takingnecessary steps to prevent it from happening again in the futureWe should have recognized thedue date fell on a Sunday and allowed an alternate dateAgain, 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 neighborhoodHowever, 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

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 greedyI can't see why HEICO could not return the late payment or return my reconnection feeWhen 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 returnedIt would be added to my accountIt's not a good business practice, if you ask me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/05/28) */ We appreciate the opportunity to respond to Ms [redacted] complaint regarding her recent disconnection of electrical service We sincerely regret to hear of Ms [redacted] medical condition and apologize for any poor service she experiencedHer concerns have been forwarded to the appropriate areas for their review and action Regarding the status of her account, while Ms [redacted] believed her account to be current, her recent payments of $made on March and $made on April only covered part of her past due balance from February Ms [redacted] still owed $for the remaining February charges plus March charges, including late fees (see table below)The disconnection notice reflected this amount due on or before May 2, (A pdf copy of our response showing the table will be sent separately.) Subsequently, her payment for April charges also became past dueWe appreciate Ms [redacted] payment of $($past due + $service establishment charge plus $same day reconnection fee) for restoration of serviceHowever, because the company reconnected service the following day, a credit of $was later posted to her account Based on Ms [redacted] account history with Hawaiian Electric and because her service had been disconnected due to non-payment, her request for reimbursement of $for food spoilage is not approved We thank you for this opportunity to respond to Ms [redacted] concern Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hawaiian Electric Company is obligated to maintain and provide electricity to all consumersBeing the only electric company on this island we as consumers have no choiceHawaiian Electric Company should take care of customers and be more considerateComplaints like should not happen Hawaiian Electric Company main concern is to restore or fix electric power no matter where on this island and no matter that the circumstances maybeIn Black and White I as a consumer is obligated to make that payment for electricityHawaiian Electric Company is obligated to restore power for consumers which never happened Hawaiian Electric Company failed to fulfill their obligations on Monday, May When my payment was made in the of $to restore powerWith no considerations and the lack of customer services Hawaiian Electric Company left me without electricity for hoursAs a result of the company's actions it caused me great losses and damages to my health Hawaiian Electric Company had more then enough time to turn that switch back on and restore electricity at my resident when my bill was paid in fullThe company did not make and effort to restore power Hawaiian Electric Company is fully responsible for my lossesAs I had requested in my complaint on Hawaiian Electric Company I want to be reimbursed for my losses in the amount of $and connection fee of $which was quoted by the customer service rep Hawaiian Electric Company is solely responsible for damages to my health condition that I am still suffering from Stress, Anxiety and Insomnia which occurred during my horrible experienceMy health has gotten worst due to this ordeal Hawaiian Electric Company could have avoided my stress full encounter if they did their job, listen to customers concerns and needs, make a priority to restore electric and provide the service that is expected from me or any consumerI stead I was completely ignored, brushed off and treated so unkindly Explanation on my bill in the amount of $does not give Hawaiian Electric Company the right to tamper with my paymentsIf a payment is made for specific bill it should be applied to that billI was not informed or notified that payments are posted else whereI have requested for a detailed report on my bill in the pass and got no response again lack of customer serviceI had to file a complaint to get any result and be provide with a detailed report Regardless of any payments history it does not ALLOW or VALIDATE Hawaiian Electric Company Brutal! and Cruel! actions toward me and deny electricity for hours Hawaiian Electric Company can you honestly tell me and the rest of the consumers to be tormented and left in the dark without electricity for hours is acceptable and this is Customer Service Hawaiian Electric Company has no excuse to put me through this stress full experience just to do a simple job of turning that switch back on and restore electricity