Bryant Heating & Cooling

This is in response to Revdex.com ID [redacted] I appreciate the information that our customer has decided that our offer for resolution is satisfactoryPlease let them know that the request for issuance of a check in the amount of $has been forwarded to our accounting departmentThe check should mail within to daysThank you

Initial Business Response / [redacted] (4000, 18, 2014/11/10) */ Abby, I could stop by tomorrow morning and take a closer look at the leak Let me know if that will work Thanks, [redacted] Team Mechanical Inc O(612) [redacted] F(612) [redacted] C (612) [redacted] www.teammechanical.net Initial Consumer Rebuttal / [redacted] (4200, 16, 2014/11/10) */ Hello - When [redacted] and I met the city inspector, [redacted] , at the end of the inspection he found a small puddle next to the boilerNeither [redacted] , the inspector or I could identify what part of the boiler it was coming fromIt was suggested we watch it and see if/where more water appearsI wiped up all the water before I left and let the tenants knowThere is still a small amount of water accumulating in that spot, and in a spot closer to the boilerIt is not a large amount of water, but it is my understanding that no water should be coming out of the boiler Would it be possible for someone to come out and look at the boiler? Tuesday would be a possible day for me to meet someone at the houseI can also work out most evenings this week as well I know we are all eager for this to be resolvedThank you [redacted] Final Consumer Response / [redacted] (3000, 20, 2014/11/12) */ - Please see the email below for an update on our work with CenterPointWe would still like them to cover the cost of the 3rd party inspectorUnresolved issues at this time include the water and the wall thimbles Thank you [redacted] Hi [redacted] Just to let you know [redacted] from TEAM Mechanical looked at the boiler today, we also had a 3rd party boiler person look at itThey could not figure out where the drips are coming from We understood from your message earlier this month that CenterPoint will be sending us a refund of $for the outdoor reset, a refund of $and an additional $for a total of $We understand the boiler and all the parts mentioned in your previous email are under CenterPoint's warranty Thank you for all your work helping us resolve this and please let us know when we should expect the refund and what, if any further steps are involved Thank you [redacted] ***copied and pasted from email Final Business Response / [redacted] (4000, 22, 2014/11/18) */ Ms***: At this time, a refund check in the amount of $1,has been requested from our cashiering departmentTypically, these checks take two to three weeks for processing It is my understanding that TEAM Mechanical as well as a third boiler mechanic were unable to determine the source of the water leakHowever, TEAM did not find any leaks or issues with the boiler installation at the time of the investigation Please contact me if you have additional questions regarding these issues Sincerely, [redacted] Regulatory Liaison CenterPoint Energy [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/01/27) */ January 27, Mr [redacted] Eagan, MN Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the dates that you were responsible for gas service at [redacted] , Bloomington, Minnesota Your complaint notes that you sold your home in September 2014, but that CenterPoint Energy did not close your account as you had requestedUpon a review of CenterPoint Energy records, I found that you had requested a service order to disconnect the gas service at your property, but that our technician did not complete this orderInstead, it was noted that the new owners would call to establish service, which did not happenAs a result, you continued to be billed for gas usage At this time, I have made corrections to your account so that you have only been billed for gas service through September 19, And, as you requested, I have removed your Social Security Number from our records 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]

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] Yes we have received the refund

Initial Business Response / [redacted] (1000, 5, 2014/10/17) */ October 16, Ms [redacted] Savage, MN 55378- Ms [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the estimated consumption billed to your account during the time your meter was not registering The gas meter at your property at [redacted] , Savage, Minnesota, did not register gas consumption from the time you moved into the property in September until the meter was replaced in July As you note, you called CenterPoint Energy to report this issue in December 2013, but the gas usage billed to your account continued to be estimated until July To resolve this issue, I have credited your account in the amount of $1,033.63, which is the total amount of estimated consumption from the time you called until the time the meter was replacedAfter this credit is applied, your account balance will be $48.99, which accounts for the actual consumption (less the payments you have made) since the meter was replaced Although CenterPoint Energy does have the right to estimate gas consumption for up to months in these cases, because you called to report this issue, you will be billed estimated consumption only until the time that you called 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 regarding this issue Sincerely, [redacted] Regulatory Liaison CenterPoint Energy [redacted]

This is in response to Revdex.com ID# [redacted] Please let our customer know that the transaction to credit $to his account was processed successfully through emerchant.com and noted approved by the bankThe credit should appear on his statement accordinglyI'm unsure how long that normally takes but would assume it should appear very soonI apologize for the delayThank you

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 I still do not feel I can trust a company that did not do all it should have at original installation, per your techs, as well as I asked several times to speak to a Supervisor to which I was always told no one was there and/or a message would be leftYes, the unit is finally at this time running, however, I am fearful every day that I will come home to no AC and overheated pets as I did 7x in daysI will use Bryant until my warranty runs out but do not feel confident in referring them business Regards, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/10/13) */ October 13, Ms [redacted] Ann Arbor, MI 48104- Ms [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding your request to end responsibility for gas service at [redacted] , Minneapolis, Minnesota CenterPoint Energy records show that you initially called to end responsibility for gas service at the above address on August 25, 2014, with a final billing date of August At that time, our representative closed your account effective August and explained that CenterPoint Energy cannot 'backdate' another customer's service start date without their consent Because we had no contact information for the new customer, CenterPoint Energy attempted to disconnect the gas service on August so that your account could be closedHowever, this order was not completed, because we did not have access to the gas meter (which is located inside the property)As a result, CenterPoint Energy continued to bill your account for gas consumption until you contacted us again on October On October 8, CenterPoint Energy was contacted by the customer who took over responsibility for the gas service after you moved out of the propertyAt that time, your account was closed on August (as you originally requested) and we began billing the new party Your responsibility for gas service should have been ended when you initially called to do so on August 25, as you cannot reasonably be expected to provide access to the gas meter for a property you are no longer associated withCurrently, your account balance is a credit of $30.16, which will be sent to your mailing address as you have requested I would like to apologize for any inconvenience you have experienced as a result of this issuePlease contact me if you have any further questions Sincerely, [redacted] Regulatory Liaison CenterPoint Energy [redacted]

To whom it may concern, This is in response to Revdex.com-Complaint # [redacted] Please note that we have addressed our customer’s concerns directly with him & have settled the complaint to his satisfaction If you need any additional information please let us know Thank you [redacted] Bryant Heating & Cooling

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution (refund $for the service call and refund the pro-rated remainder [$358] of my service contract) would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Thank you Revdex.com for your assistance in this matter Regards, [redacted] ***

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 belowI have no idea who [redacted] is or a phone # for him- if they will contact me we can start that processThey have my info- please have them call meThis problem is not over or has it been resolved Regards, [redacted]

This is in response to Revdex.com ID [redacted] Please advise our customer that we apologize for any lack of communication and will address internallyWe will refund the $fee by the same method he paidThank you

This is in response to an earlier complaint I filed with the Revdex.com regarding deceptive service from their technicianI filed a compliant with the Revdex.com and the Complaint ID is as follows "Complaint ID [redacted] "Bryant Heating and Cooling agreed to refund my service charge of $that I paid to them for their service technician to come to my home and he outright lied to me that I needed a new furnace (confirmed by a separate service company)In their response to my complaint to the Revdex.com they agreed that they would refund me the $in the same manner that I paid, but as of a week later I have not received a refundTranslate Desired Settlement / Outcome Desired Settlement: select Desired Outcome: Since I paid with a debit card at the time of service and according to my receipt their is no record of my debit card number, I want a check mailed to home within business days.%

This is in response to Revdex.com ID #We feel that we have addressed Mr [redacted] 's requests to his satisfaction and that the situation is now resolvedPlease advise us if there is anything we need to do further for resolutionThank 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. Regards, [redacted] My husband and I do not think $400 is a satisfactory amount of money to be refunded. We were charged $8000 for an AC unit that we didn't need. $400 is what is should have cost to have it repaired being that the unit we know now was still under warranty until 2019. I am not asking for a full refund but I am asking Bryant Heating and Cooling to be a better company and do the right thing. Give us a refund that will help offset the cost of the unit that we are still paying on that we didn't need.

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 belowBryant sent techs to my home to attempt to correct the malfunctioning thermostat on multiple occasions(Which I can substantiate.) On these service calls Techs did not remain at my home long enough to observe the alarming degree of erratic malfunctioning of the thermostat However, on specific occasions - - 7/1/14, and 1/26/techs made service calls to replace malfunctioning parts On both of these occasions they were unable to install the new parts in the existing unit On July 1, they noted the pins were backward on the new part so it wouldn't fitThe techs left without resolving the problem and no further effort was made to correct it though the notes they left on the call indicate that "an adaptor may be needed for new board' and that they had called Heat Controller and left a message about the problem When I called Bryant to inquire, I was told emphatically that the unit was working fineHowever they sent a tech on July He reversed the direction of the grid on the unit front He mentioned that maybe an external thermostat would help, but he did not recommend that in his notes on the call In January, I called to request service again because unit's thermostat still was not working After weeks waiting for a control board to be ordered, a tech came and installed the new boardThat caused the unit to fail to operate at all The tech made several attempts to make it work, but it would notSo he removed the new board and returned the original one to the unit This was the tech who first mentioned in passing that a remote thermostat might help (July 14) On Jan after the failure of the new central board replacement part, he said that he didn't see how a remote thermostat could be doneHe said there was really no where to run the necessary wires because of cement floors, a brick wall, windows, and lack of wall spaceI asked what he would do next He said, well he guessed he could try to get another control board that would work Based on failure of prior efforts to fix the unit, I have no expectation that any further attempted "fix" would be successful It is not reasonable to allow wires, pipes or other external wiring to mar my beautiful room on the possibility that "maybe this would help." The previous unit (a GE) worked fine in the same room for years When that unit wore out, I asked Bryant's advice for the best energy wise solution to heating and cooling the most often used room in my home Bryant did not indicate at any time that the unit they were using to replace the former one, would or even might require additional installations such as a remote thermostatI would never have agreed to that Regards, [redacted]  %

Initial Business Response / [redacted] (1000, 5, 2015/01/13) */ January 13, Ms [redacted] Saint Michael, MN 55376- Ms [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the dates you were billed for gas service at [redacted] , Buffalo, Minnesota Your complaint states that you moved from your former property as of November 20, 2014, but that you continued to be billed for gas service until December 15, To resolve this issue, I have confirmed that you should no longer have been responsible after November You will receive a corrected final bill for gas service through November 20, 2014, and will not be billed for gas used after that date I would like to apologize for any inconvenience caused by this issuePlease contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Liaison CenterPoint Energy [redacted]

This is in response to BBB ID [redacted] . Please advise our customer that while we most certainly do understand her frustrations and apologize for any inconvenience, we feel that her system is running proficiently since our last service call to her home. We have not heard otherwise since... that time. The work that we performed was on ancillary items not directly on the installed equipment. We have no doubt that the equipment itself is sound and that all ancillary issues have been addressed. In hopes that our customer will gain confidence in the system she purchased we would like to start her warranties over to be effective the date of the last service call to her home which was 8/29/14, to expire according to the original terms of the warranty. By doing this we are adding approximately 14 months to her original warranty. If this offer is not acceptable to our customer we could request to have a Carrier technical representative inspect her system to confirm that it is installed properly and running efficiently. We will wait for a reply to work toward resolution to this matter. Thank you. [redacted] Manager Bryant Heating & Cooling 4531 Bishop Lane Louisville, KY 40218

I agreed to close this complaint based on Bryant Heating and Cooling reinbursing part of the cost ($300) I was charged for repairs This has not been funded to my credit card account as agreed so I would like the complaint reopenedThanks [redacted] ###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that thisresolution is not to my complete satisfaction but am done with it all....I will live with the scratch on the refrigerator and hope they honor their warrantyRegards, [redacted] %