Bryant Heating & Cooling

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] On behalf of my year old mother, [redacted] , I reject and will not accept any offers unless refunding the full amount and you retrieve the furnaceYour salesman Ronnie is known to be very aggressive He took advantage of a year old woman My mother was never shown three options! He pushed the one option on herBryant Heating public record shows they have a bad reputation and I am going to make it worst Regards, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/11/14) */ November 14, [redacted] Brainerd, MN 56401- Ms [redacted] : This letter responds to your complaint to the Revdex.com of Minnesota (Revdex.com) regarding the installation of gas service at your property at [redacted] , Brainerd, Minnesota CenterPoint Energy records show that your application for gas service installation was received on August 11, 2014, but that permits from the city of Brainerd were not received until September 17, and required information regarding the location of the sewer line at your property was not received until October Your installation was then scheduled for the week of November 4th but was again delayed due to a scheduling issue with the drilling crew I would like to thank you for your patience despite multiple delays in getting your gas service installedAt this time, your gas service has been installed as of November Please contact me if you have further questions regarding this issue Sincerely, [redacted] Regulatory Liaison CenterPoint Energy [redacted]

This is in response to Revdex.com ID# [redacted] On 1/26/we serviced the unit, adjusting the louvers to improve direction of airflowIt's my understanding that our customer is placing thermometers in various spots of the room to determine the temperature of the roomWe want to find a solution to meet our customer's needsWe have discussed with her about adding a thermostat across the room and would be more than happy to install itHowever, because of the design of the room (walls all glass windows) while we would run the wiring to look as professional as possible it would not be totally hiddenShe expressed concern with how it would lookIn order to accommodate the request for a thermostat we need to discuss the options where the wiring can be run & receive her approvalWe sincerely want to find a resolution to the situation & look forward to a replyThank you

Initial Business Response / [redacted] (1000, 5, 2015/02/02) */ February 2, Mr [redacted] Albertville, MN 55301- Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disconnection of your natural gas service at your property at [redacted] , Albertville, Minnesota CenterPoint Energy records show that you contacted our office on January 21, 2015, to state that you had mailed a payment for the balance owed on your accountHowever, because our representative failed to note that your account was past due, your gas service was disconnected on January And, as you note, although you had submitted monthly payments, they had been applied to your previous account at [redacted] , Albertville, Minnesota, which was not discovered until after your gas service had been disconnectedAlthough your payments were made to your previous account (which is now closed), they have since been refunded to you Please note that a new account was created for your account at your current address, which includes a new account number ( [redacted] -7)Please reference this account number so that you are credited properly for future payments As a goodwill gesture, I have removed the reconnection fee of $from your accountI would also like to apologize for any inconvenience you may have experienced as a result of our error Please contact me if you have any further questions regarding this issue Sincerely, [redacted] Regulatory Liaison CenterPoint Energy [redacted]

To whom it may concern, This is in response to Revdex.com ID# [redacted] Please extend our apologies for delay in response We are very much interested in coming to a resolution expeditiously In an attempt for resolution we would like to offer an additional discount in the amount of a $refund to our customer We would issue a refund via the original method of payment by credit card Please advise our customer We will await your response Thank you [redacted] Manager Bryant Heating & Cooling

This is in response to Revdex.com ID# [redacted] Our records indicate Ms [redacted] was given options including options that were considerably less expensive for replacement of her furnaceThe contract and invoice clearly are marked and they do not suggest an air conditioner would be included in this workAt this point replacement, trade or return of the installed furnace is not an option but we would be interested in discussing a reasonable resolution that satisfies both partiesWe will await your responseThank you

Initial Business Response / [redacted] (1000, 5, 2014/11/14) */ This is in response to Revdex.com Case # [redacted] submitted by [redacted] regarding the premise at [redacted] Katy, TX On behalf of CenterPoint Energy we would like to extend an immediate apology to Ms [redacted] in regards to her customer service experience as she felt that she did not receive the highest quality of customer service that we strive for and are accustomed to providing After a thorough review of our records we were able to determine that on 10/10/14, an invoice was mailed for $This includes a disconnect notice for $with a final payment date of 10/20/14, plus the current bill $due 10/27/Regrettably, the account remained unpaid and service was disconnected for non-payment on 10/22/An eligible reconnection offer was made and accepted by the customer on 10/22/in the amount of $This amount includes the past due amount of $37.14, a $collection fee, a $reconnection fee and a $deposit On 10/24/14, Ms [redacted] requested to speak with a supervisorThe supervisor explained the disconnection and reconnection process as well as the collection and reconnection fees in detailIn addition, the process to get the account transferred into another parties name was also discussedOn this same day MsLiz [redacted] 's account was forced out by a new partyThe supervisor agreed to waive the $reconnect fee and it was reversed on this same dayThe customer was advised that the collection fee was warranted and did apply Additionally, we have attached the disconnect notice for your review: The disconnect notice states as follows: IMPORTANT NOTICE - TEXAS CUSTOMERS The bill for your natural gas service is seriously past duePlease note that your regular bill also serves as a "Disconnect Notice" and should receive your immediate attention If your payment is not received in our office by the specified date for the past due balance, a collection charge may be made or your service may be disconnected without further notice If service is disconnected, you must pay your bill in full in addition to a reconnect chargeYour deposit requirement will be re-evaluated and may be increased if necessary to cover payment for future service A final bill was mailed on 10/28/14, for $due 11/12/This includes the a reconnection fee of $40.00, a $collection fee and a final bill for $The $reconnection fee was reversed, therefore leaving a remaining balance of $On 11/10/14, payment was received for $We were unsuccessful in our attempts to contact Ms [redacted] , however a voicemail message was left with our contact information In addition, we would like to provide clarification, that CenterPoint Energy does not accept or process payments from customer's by phoneWhile CenterPoint Energy offers, many alternative options, mail in, sign up for automatic bank draft, pay over the phone via the IVR and make a One Time Payment for free with your checking or savings account or through [redacted] , as well as make payment at an authorized payment location such as HEB, Kroger, etc and on-line; you can pay through [redacted] online and through your online account (MAO) or a One Time Payment for freeBy no means is a customer obligated to pay via [redacted] , a third party vendor, it is an option and the customer may decline or accept making payments via the third party vendor as there is a convenience fee of $that [redacted] charges for processing the payment We thank Ms [redacted] for allowing us the opportunity to research this issueWe sincerely apologize for any inconvenience Ms [redacted] may have encountered as a result of this matterUnfortunately, the collection fee is warranted and CenterPoint Energy is unable to honor Ms [redacted] 's request to waive the fee Respectfully, [redacted] CenterPoint Energy Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to respond to the recent communication from CenterpointFirst an invoice was never mailed outI receive electronic communication from CenterpointThe email I received on 10/stated I had a bill due on 10/in the amount of $There was no mention as to an unpaid balance or a disconnection notice.When a note appeared at the residence I called immediately asking why there was a shut off notice for service on my door when the communnication I received stated 10/due dateI was told that was for the current bill and there were in fact different due dates.I promptly paid the bill while I was on the phone and tried to come to a resolution After payment was made I was told I still had a balance to pay even though it was not reflected on my account onlineI was told service could not be reconnected without payment, which left me in a position to not be able to turn my service back on since there is not a way to pay a $balance I never accepted a reconnection offer at any timeI requested to speak to a supervisor who said in so many words "if I don't pay my bills that's not their problem and they will not credit anything off my bill for a mistake"I then asked to speak with her managerI was told I would receive a call back within 24-hoursI provided my current phone number [redacted] At no time was there mention of a $reconnect fee at this point, siply the $deposit and the $reconnect fee On 10/I called back at approximately 5:pm asking to please speak with a manager that I was never called and the matter was urgentAt this point the elderly resident in the home was without service for days on one of the coldest nights in months with no gas for cooking, heat, and hot waterI again provided my current number of [redacted] for the call back On 10/I called yet again on 10/to get all the options available since no one would call me backThe lady I spoke with told me I would have to pay $for reconnect, $for a deposit, and if I called her back within a few minutes she could have someone out there that evening to turn the gas onI confirmed times if the only fees on my account were the $reconnect and the $deposit and I was told yesI then asked if the current tenant called to put the service in their name what fees would be associated with this optionI was told I would pay the final balance for usage and the tenant would pay a $connect charge and a deposit which is based on creditI hung up the phone discussed my options with the tenant and had the tenant call back with a decision The tenant called back to start service in her name and have the technician come out that night to avoid waiting until Monday, a total of days from the initial callShe was told that was not an option and who ever told her that was wrongThe cut off for that option was hours before the call, which occured minutes prior to her call I then called back to speak to another supervisor to address the incorrect information I receivedI gave my number again to have a supervisor call me backI received a call around 7pm addressing my concernsIt was at this time after numerous conversations I was told about a $reconnect feeI told him I confirmed numerous times with the other agents and not one of them discussed this feeHis response was "I didn't ask the right questions"I would assume asking for any and all fees associated would include this particular feeHe then told me it is on the bill, which again is emailed to me, not mailedI read the statement to him which discusses the feeIt states "If your payment is not received in our office by the specified date for the past due balance, a collection charge may be made or your service may be disconnected without further notice." I emphasized the fact that the statement reads "or" not "and", which I was subject to both a collection charge and a disconnectionHe ignored my response and said he would not reverse any charges As you can see I made numerous attempts to rectify the situationI was given different answers by numerous employees on the same topicI also don't believe that my treatment in this situation was warranted Final Business Response / [redacted] (4000, 9, 2014/11/26) */ This is in response to case # [redacted] We thank Ms [redacted] for allowing us another opportunity to respond We would like to provide clarification in that Ms [redacted] was correct that her invoices were being sent electronicallyThe invoice dated 10/10/14, that was sent electronically to the customer as well as mailed to the service addressPlease be advised that when a customer is registered in Online Billing their invoices are sent electronically and the only invoice that is mailed is the disconnect noticeIn which our records indicate the invoice dated 10/10/14, was sent electronically to the customer as well as mailed on this date We have attached a copy of the invoice that was sent electronically as well as mailed and it can be viewed online under Billing & View Payment HistoryThe invoice was for a total of $55.71.This included a disconnect notice for the past due amount of $with a final payment date of 10/20/14, plus the current bill in the amount of $due 10/27/The invoice is pink in color and in bold white letters stated DISCONNECT NOTICE as well as stated as follows: IMPORTANT NOTICE - TEXAS CUSTOMERS: The bill for your natural gas service is seriously past duePlease note that your regular bill also serves as a "Disconnect Notice" and should receive your immediate attentionIf your payment is not received in our office by the specified date for the past due balance, a collection charge may be made or your service may be disconnected without further noticeIf your service is disconnected, you must pay your bill in full in addition to a reconnect chargeYour deposit requirement will be re-evaluated and may be increased if necessary to cover payment for future servicePlease notice the attached invoice for your review Unfortunately, we will be unable to refund the $Collection FeeThe fee is valid because on 10/20/14, due to no payment receivedThe Past Due notice was mailed on 10/10/It clearly stated that a payment in the amount of $was due on or before 10/20/14, in order to avoid the service being disconnectedThis fee was applied to the account because our technician had to travel to the premise to actually disconnect the service on 10/24/ Therefore, the collection fee of $is warranted and was applied to the customers natural gas accountThis fee was not erroneously billed to the customerAs a regulated company we are required to list all charges and the collection fee of $was billed on the final invoice dated 10/28/ We sincerely regret any inconvenience that Ms [redacted] may have encountered as a result of this matterWe thank Ms [redacted] for allowing us the opportunity to respond and for making her concerns known to us Respectfully, [redacted] CenterPoint Energy

This is in response to Revdex.com ID# [redacted] We are contacting [redacted] to address the issues with us that the customer has notedPlease advise our customer that we will contact them as soon as possible to schedule an appointmentWe will keep you advisedThank you

This is in response to Revdex.com ID [redacted] Please be advised that we have worked directly with our customer regarding this situation and have come to a mutual agreementWe have come to terms together and this situation has been resolvedThank you

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowWhen I contacted Mr Bryant intially I explained that the person who did the install relocated to Texas He came and did the repair but it was not done completly why the system continued to lose freon He came a second time and again added freon When I contacted him the third time he promised to come out and look at the system and never came despite several calls where he promised both the tenant and myself that he would come The accounting of events by the business is untrue and if the system remains having the same issue that I paid him to fix then I should not be responsible for paying for his repair since it was not done correctly This is also a new unit which MrBryant is an autorized dealer and could obtain any needed parts under warranty to repair so again his last response is simply inaccurate Please assist me to get the refund of $as I paid for something that was not done properlyRegards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/12/31) */ December 30, [redacted] Brooklyn Park, MN Dear Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) regarding interruption of your natural gas service Your gas service was disconnected on July 28, for non-paymentCenterPoint Energy found there to be gas usage on your meter which was supposed to be locked, and because of this, CenterPoint Energy again locked your meter on November 25, You stated in your complaint that you do not want to be "fined" $for tampering with CenterPoint Energy's meter, but you were only charged a total of $for tampering fees After your meter was locked on November 25, 2014, CenterPoint Energy again found there to be gas usage on your meter, although no CenterPoint Energy technician had unlocked the meterOn December 16, a CenterPoint Energy technician went to your home, confirmed the meter was unlocked again by someone other than CenterPoint Energy, and relocked the meterTwo $tampering fees were added to your account for these incidents CenterPoint Energy reconnected your gas service on 12/19/after you contacted our call center and established a payment plan for your past due gas chargesThe $in tampering fees have been added to this payment plan, which has changed the amount of your payment arrangementsYour next instalment will be for $due on or before January 16, Your following instalments will be $plus your gas usage during the billing cycle of that monthIf you are unable to pay this, you may contact CenterPoint Energy to establish different arrangements In your complaint you also stated, "If I don't call and settle my bill immediatelyCenterPoint claims that they are going to have to dig up the front yard so they can 'examine' the gas line, which I am informed, will be a cost added onto my bill." This is not accurateA CenterPoint Energy representative explained that for safety reasons, any future tampering of the gas meter at your property may result in manual disconnection of your service at the gas service line undergroundThe cost of this disconnection, $740.00, could be passed on to you You also stated CenterPoint Energy did not notify you of the subsequent disconnections that followed your original interruption of service for non-paymentCenterPoint Energy does not need to inform you of disconnection of a meter when there is unauthorized use or tampering per Minnesota Administrative Rule (Permissible Service Disconnection Without Notice), which states: Without notice a utility may disconnect service to any customer for any reason stated below: A.in the event of an unauthorized use of or tampering with the utility's equipment; or B.in the event of a condition determined to be hazardous to the customer, to other customers of the utility, to the utility's equipment, or to the public Even though CenterPoint Energy does not need to inform you of disconnection under this rule, there were attempts to contact you prior to all disconnections You requested that CenterPoint Energy provide you with written documentation that your gas services will not be disconnected again during the cold weather seasonAlthough your current payment plan protects your gas service as long as the payment plan is in place, if your payment plan is broken, you could receive a disconnection notice and subsequently be subject to disconnection if that notice expires In summary, I have updated your payment plan to include your tampering fees, and there will be no $reconnection fee as long as no further tampering of CenterPoint Energy's equipment occurs at your property If you have further questions, please feel free to contact me directly Sincerely, [redacted] Customer Services CenterPoint Energy [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedRegards, [redacted]

[redacted] and [redacted] did purchase a new unit in In order to get the warranty on parts they where to register the Heat Pump We have responded to there calls, Problems from low on Freon one time (Unit installed in December 2009) Broken wire outside and a capacitor The Unit was at full charge the last time we where out in May The [redacted] have not been billed

I have reviewed the response made by the business in reference to complaint ID [redacted] Following receipt of that response, however, on March the business replaced the problematic PTAC unit in my home with a new unit that seems to be working satisfactorilyThe company now seems genuinely interesting in finding the best solution to heating and cooling issues in my home I considered the complaint resolved Thanks to all Regards, [redacted] %

Initial Business Response / [redacted] (1000, 5, 2015/02/17) */ February 17, Ms [redacted] Brooklyn Center, MN 55430- Ms***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the due dates and payments on your account for gas service at [redacted] , Brooklyn Center, Minnesota CenterPoint Energy records show that on January 8, 2015, you enrolled in Automatic Bank Draft for payment of your monthly natural gas bill However, the date you chose for payments to be withdrawn (the 13th of each month) cannot be accommodated by our billing system, as we cannot draft a payment for your bill less than ten days from the date the bill invoicesWe should not have offered that date as an option for automatic payment Unfortunately, due to the time that your meter is read, we cannot offer to draft payments on the 13th of each month for your accountHowever, we do offer payment draft dates that are later in your billing cycleYou also have the option of making manual payments (online, over the phone, at a pay station, or via check) on any date during your billing cycle At this time, your account has been de-enrolled from Automatic Bank Draft, and no payment will be drafted from your accountAlso, we have extended your due date for the current bill to March 21, You may make payment for your bill at any time prior to March I would like to apologize for any inconvenience you may have experienced as a result of this issuePlease contact me if you have any further questions Sincerely, [redacted] Regulatory Liaison CenterPoint Energy [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have tried to work with Centerpoint to get a change in billing date but either they mess up my account or give me the run aroundI want a solution, an apology and a bill credit Final Business Response / [redacted] (4000, 9, 2015/03/09) */ Ms***: As noted in our previous response to your complaint, CenterPoint Energy cannot draft your monthly payments on the 13th of each month, as it is too soon after your billing dateIf you wish to use Automatic Bank Draft, you will need to select a draft date which is later in the billing cycleYou also have the option of making manual payments (online, over the phone, at a pay station, or via check) on any date during your billing cycle I apologize for the inconvenience Sincerely, [redacted] Regulatory Liaison CenterPoint Energy

Initial Business Response / [redacted] (1000, 5, 2014/11/13) */ November 13, Mr [redacted] Minneapolis, MN Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the relocation of the gas meters at [redacted] , Minneapolis As noted in your complaint, our field crew moved the gas meters at your property from the inside of your property to the outsideThis was done due to safety reasons; a leak was found on the gas service inside of the property during an Atmospheric Corrosion Inspection (ACI) in August CenterPoint Energy's right to move the gas meter is outlined in our Tariff, which states "gas meters will normally be installed on the outside of the building to be served on the face or at the corner of the building in closest proximity to the gas main to which the gas service line is to be attached." Please also note that we were unable to place the gas meters on either side of your building, as the north side does not have sufficient clearance to the property line, and placement on the south side would obstruct a driveway Because CenterPoint Energy has the right to locate your gas meters according to our Tariff, we must respectfully decline your request to relocate the meters to another location I would like to apologize for any inconvenience this may have causedPlease contact me if you have further questions regarding this issue Sincerely, [redacted] Regulatory Liaison CenterPoint Energy [redacted]

This is in response to Revdex.com complaint ID [redacted] We have reached out to our customer because this complaint is very involved and would be better attempted with a conversationWe are waiting for a call backThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond here ONLY] Regards, [redacted] The response by Bryant Heating & Cooling Service is not acceptable Where is the documentation of Option #1, #2, and #3? What's the cost of the options they are referring? Bryant salesman took advantage of my year old mother to make a sale to his advantage I reject their offer Clearly, Bryant Heating has a lot of complaints To resolve this matter and be completely done with this company, take back this unit, give my mother money back and cut all ties Bryant is not a good companyand neither is the salesman who got over on my mother

To whom it may concern: This is in response to Revdex.com-Complaint # [redacted] In an attempt to resolve this directly with our customer, we have left phone messages but regret to say have not been able to make contact Our intention is to reimburse our customer ½ of cost of service which is $per his request Also, he has asked that we pro-rate the remainder of service contract which we can do as well at $refund per his request Please advise our customer that in lieu of canceling his contract that we would like to offer an extension to his service contract for another year free of charge It’s unfortunate that we were not able to reach them by phone to discuss However, we truly value our customers and very much want to regain his confidence We will wait for his response through you Thank you [redacted] Bryant Heating & Cooling