Bryant Heating & Cooling

Initial Business Response /* (1000, 5, 2014/11/24) */
This is in response to Revdex.com Case# 57294069 submitted by Ms. [redacted] regarding the premise at [redacted] Converse, TX 78109-9700.
We were able to determine that Ms. [redacted] requested new service at the above premise on...

11/20/14. She was advised that a security deposit of $70.00 was required after performing a soft credit check and that the $70.00 deposit must be reported before 7:00 PM to a customer service representative with her receipt number and the $40.00 service initiation fee would be billed.
Although, the customer has a stamped receipt from the authorized payment agency that the deposit was paid, please be advised that the customer is required to call us back and report the receipt number to a customer service representative before 7:00 PM. Resultantly the Move-In order was cancelled as the deposit was not reported to CenterPoint Energy by the specified time.

Subsequently, Ms. [redacted] contacted CenterPoint Energy on 11/21/14, and spoke to a supervisor and the cancellation of the initial Move-In order was explained to Ms. [redacted] in detail. She was advised the deposit was required to be reported to a customer service representative on 11/20/14, before 7:00 PM. The customer requested the Move- in order for 11/21/14, and accepted the same day service fee. The supervisor agreed to bill the same day service fee in the amount of $47.70 in order for the customer to obtain same day service and the $40.00 service initiation fee was billed as well. The Move-in order was completed on 11/21/14.
Based on our findings as well as the recorded call that we were able to retrieve, we confirmed that Ms. [redacted] was advised by the customer service representative on 11/20/14, that the $70.00 deposit must be reported before 7:00 PM on 11/20/14 to a customer service representative along with her receipt number.

We were successful in speaking with Ms. [redacted] on today and the above was explained in detail. We regret we will be unable to honor Ms. [redacted]'s request to waive the same day service fee in the amount of $47.70 as the customer was instructed by the customer service representative on 11/20/14, that the $70.00 deposit must be reported before 7:00 PM on 11/20/14 to a customer service representative along with her receipt number.
We thank Ms. [redacted] for allowing us the opportunity to research her concerns. We value Ms. [redacted] as our customer and we look forward to serving her better in the future.
Respectfully,
[redacted]
CenterPoint Energy

Initial Business Response /* (1000, 5, 2014/11/14) */
November 14, 2014
[redacted]
Brainerd, MN 56401-4332
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 15. 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 installed. At this time, your gas service has been installed as of November 13.
Please contact me if you have further questions regarding this issue.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
[redacted]

Initial Business Response /* (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 /* (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 boiler. Neither [redacted], the inspector or I could identify what part of the boiler it was coming from. It was suggested we watch it and see if/where more water appears. I wiped up all the water before I left and let the tenants know. There is still a small amount of water accumulating in that spot, and in a spot closer to the boiler. It 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 house. I can also work out most evenings this week as well.
I know we are all eager for this to be resolved. Thank you.
[redacted]
Final Consumer Response /* (3000, 20, 2014/11/12) */
- Please see the email below for an update on our work with CenterPoint. We would still like them to cover the cost of the 3rd party inspector. Unresolved 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 it. They 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 $525 for the outdoor reset, a refund of $300 and an additional $259 for a total of $1084. 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 /* (4000, 22, 2014/11/18) */
Ms. [redacted]:
At this time, a refund check in the amount of $1,084 has been requested from our cashiering department. Typically, 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 leak. However, 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 /* (1000, 5, 2014/11/20) */
November 20, 2014
Mr. [redacted]
DA [redacted]
Savage, MN 55378-3213
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com of Minnesota (Revdex.com) regarding the installation of new gas...

service at [redacted], Minneapolis, Minnesota 55406.
CenterPoint Energy records show that the application for new gas service for the above property was received on October 6, 2014, and that payment for the installation was received on October 8. Typically, new service installations are completed within six to eight weeks from the time that the application (and payment) was received. Because service was installed at the property this week, we were still within the promised timeline for service installation.
I would like to apologize for any inconvenience that you may have experienced as a result of this issue. However, because service has now been installed, CenterPoint Energy considers this matter resolved.
Please contact me if you have any further questions regarding this issue.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
[redacted]

Initial Business Response /* (1000, 5, 2015/02/17) */
February 17, 2015
Ms. [redacted]
[redacted]
Brooklyn Center, MN 55430-3719
Ms. [redacted]:
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 55430.
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 invoices. We 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 account. However, we do offer payment draft dates that are later in your billing cycle. You 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 account. Also, we have extended your due date for the current bill to March 21, 2015. You may make payment for your bill at any time prior to March 21.
I would like to apologize for any inconvenience you may have experienced as a result of this issue. Please contact me if you have any further questions.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (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 around. I want a solution, an apology and a bill credit.
Final Business Response /* (4000, 9, 2015/03/09) */
Ms. [redacted]:
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 date. If you wish to use Automatic Bank Draft, you will need to select a draft date which is later in the billing cycle. You 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

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 below.
When 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 Mr. Bryant 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 $350 as I paid for something that was not done properly.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/01/13) */
January 13, 2015
Ms. [redacted]
[redacted]
Saint Michael, MN 55376-4543
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 55313.
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, 2014. To resolve this issue, I have confirmed that you should no longer have been responsible after November 20. 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 issue. Please contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
[redacted]

Initial Business Response /* (1000, 5, 2014/10/13) */
October 13, 2014
Ms. [redacted]
[redacted]
Ann Arbor, MI 48104-1270
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 20. At that time, our representative closed your account effective August 25 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 28 so that your account could be closed. However, 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 3.
On October 8, CenterPoint Energy was contacted by the customer who took over responsibility for the gas service after you moved out of the property. At that time, your account was closed on August 20 (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 with. Currently, 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 issue. Please contact me if you have any further questions.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
[redacted]

Initial Business Response /* (1000, 5, 2015/01/27) */
January 27, 2015
Mr. [redacted]
[redacted]
Eagan, MN 55121
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 requested. Upon 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 order. Instead, it was noted that the new owners would call to establish service, which did not happen. As 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, 2014. 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 issue. Please contact me if you have any further questions.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
[redacted]

Review: In 2009, Bryant Heating & Cooling installed an entire new heat pump system at my primary residence. I was told, when I purchased the unit, that the warranty of the new unit extended to 10 years. Unfortunately, the company had to service the unit with coolant every summer since 2011. This last summer, the company had to service the system in three separate occasions. This past week, the compressor blew up while servicing the system yet again for another consecutive summer year. At our own initiative, we called the manufacturer of our heat pump system and we were told the unit was never registered limiting the 10 year warranty that was promised to me during the purchase. Our continuous calls to the company has produced no response. Even our calls tagged as emergency calls had no response. The competence of the work performed on our unit every summer questions whether this company should continue to be certified to provide Air Conditioning and Heating Services to the public. The lack of responses and the obvious quality of work performed questions whether the blame should be directly placed solely on the company, for which I know I will not get a cent to recover the costs expended and stress that has caused my family and I in dealing with this company.Desired Settlement: I desire immediate full or partial refund without conditions. I do not want this company to service my home, my neighborhood or the region for which they operate. I'd like an investigation be conducted against the company in how they operate and their qualifications questioned in the performance of their work. I also want a notice to the public of the problems in dealing with this company.

Business

Response:

[redacted] and [redacted] did purchase a new unit in 2009. In order to get the 10 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.

Review: On 8/13/2013 a service call was placed to Bryant Heating % Cooling to check out a leak from the indoor A/C unit. The technician arrived and told us that the leak was from a crack in the condensation coil pan and that he would order a new one and replace the pan once it arrived. We paid $95 for that service call. It is now 9/7/2013 and we have received no response / updates / contacts from Bryant. I have made several calls to the company and left voicemails, spoke to an answering service attendant, and left messages with their secretary. My wife has done the same. I have also submitted communication through their website to no avail. The A/C continues to leak.Desired Settlement: I would like the pan replaced and the leak repaired.

Business

Response:

We are still waiting on the Pan, I've called and left a message Friday the 6th of September. Company's don't keep the stock anymore.

Consumer

Response:

I have reviewed the offer 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 resolution.]

Regards,

This is a follow-up to complaint ID [redacted] which you closed assuming that it has been resolved. It has not. The message from the company: MESSAGE FROM BUSINESS: We are still waiting on the Pan, I've called and left a message Friday the 6th of September. Company's don't keep the stock anymore. The pan has yet to be replaced and the business has never personally contacted us with a remedy. The only message received was the one above through Revdex.com.

Business

Response:

The business is still waiting for the pan.

Review: On May 30th, 2015 Mr. Bryant’s information was given to me by another AC repair guy as I explained that the unit which had been installed in a rental property I own in [redacted] on August 2014 was not blowing cold air and the person who did the original install had relocated to Texas. I spoke with Mr. Bryant and explained everything listed above and he met me at the property later that day as promised.

Mr. Bryant was a nice person to speak to and he took a look at the unit and showed me oil which he stated was where the unit had not be soldered properly and the Freon had escaped. He soldered the unit and then added Freon to the unit and told me the unit looked fine and that I should not have any additional problems. He charged $350 for the repair.

On July 20th the tenant contacted me that the same thing seemed to be happening with the AC unit. Air was coming out of the registers but it was warm and the actual temperature was much higher that what the thermostat was set at. Mr. Bryant went back out after 3 days and again recharged the unit. I spoke with him after and he just said that the unit lost Freon again due to a bad install.

On September 2nd I spoke with him again after speaking with the tenant who stated that the AC unit again seemed to be blowing hot air and the temperature was higher promised to go down after I called about unit not working again. I explained there was a newborn in the home and that I was concerned about the AC not working. He promised to go and fix the unit that evening but never showed.

I called him again on September 3rd to ask if he would come he promised again and never arrived. To date he has not called or showed to repair the unit and I have to say I am disappointed by the customer service demonstrated in this situation. I am asking for a refund of the $350 I spent as he failed to repair the unit and was given opportunities to correct the situation but did not.Desired Settlement: I would like my $350.00 refunded since the unit was not repaired after multiple attempts.

Business

Response:

[redacted] did contact on a Saturday for no A/C. We went on the call, found new A/C that was completely out of freon. The homeowner stated that she couldn't get the other company that installed it to call her back. We found a leak at a joint and fixed it. refilled the freon. The system was working 100% when we left. Gave Ms. [redacted] the bill and she asked for a discount. Gave her a $50.00 discount. Ms [redacted] did call us back later with the same problem, found another leak, recharged at on charge to her.She did call us again weeks later and we advised her to call the company that installed it, to fix it.

Consumer

Response:

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 below.When 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 Mr. Bryant 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 $350 as I paid for something that was not done properly.Regards,