Buffalo Gal Inc

We thank Mr*** for allowing us another opportunity to respondOn 09/08/15, we received a confirmation email from Claims Representative *** *** that repairs to the gas grill line were made and CenterPoint Energy sent a crew to the residence to dress up the customer’s yardIn addition, Mr*** committed to following up with the customer to ensure satisfaction and he has been unsuccessful in his attempts to contact Mr***Mr*** left several messages for Mr*** to contact him along with his direct contact informationWe are hopeful Mr*** will be pleased with the action taken by CenterPoint Energy to resolve this matter. Should Mr*** have any further questions or concerns, please do not hesitate to contact Mr***
We thank Mr. *** for bringing this matter to our attention; please know that we offer our most sincere apology for any inconvenience that this matter may have caused; as we do appreciate his business
Respectfully,
CenterPoint Energy
Executive Administration Office

This is in response to Revdex.com complaint# *** submitted by *** * *** residing at *** *** *** *** *** ** ***We have reached out to Mr*** and left a message to please return a call to 713-207-7574. We would like to apologize for any inconvenience Mr*** may have
experienced and would recommend he call our Claims Department at 713-207-if he wishes to file a claim Respectfully, CenterPoint Energy

We thank Mr*** for another opportunity to address his concern. His original request was to have his bill corrected in which all of the details were investigated and the bill was corrected. As a result, two readings were taken on 2/13/17, one by a contract technician and the other by the electronic meter reader (ERT) which resulted in two different readings. The protocol is to make an assessment and determine if adjustments are warranted after a complete and thorough investigationA reading simply cannot be changed at the request of the customerJustification has to be proven to change the records. CenterPoint Energy used the ERT reading to adjust Mr***’s invoice based on a review of the account’s previous readings.After a supervisor had Mr*** re-read his meter and determined that the reading was in line, the supervisor decided to further accommodate him by submitting a safety check order which requires the presence of an adult. It was instructed that an adult had to be present in order to complete the safety check. Mr*** stated that he wasted his time to give CenterPoint Energy access. Please understand it was not mandatory that Mr*** be present as long as an adult was there to give access. In addition, a minute call before arriving request was offered, which was accepted. The supervisor followed the procedures after having Mr*** read his own meterThe reading and results from the safety check confirmed the initial ERT reading was accurate and in line with the previous customer’s usage history.When there is a high volume of calls holding, there is an automated recording that acknowledges the estimated hold time and provides an option to call back at a different time when the hold time is not as long. Mr*** chose remain on the line to speak a supervisorPlease know that CenterPoint Energy does not compensate customers for time spent waiting to speak with an agent/supervisor or investigate a potential billing errorMr***’s account dispute was ultimately resolved by completion of a thorough investigation. In recognition of Mr*** being an excellent customer, a gesture of goodwill has been applied towards his account in the amount of $as a onetime courtesy.Regards,Angela ***

Thank you for the additional information. We do understand your concern in regards to having your yard returned to its original state. Please rest assured that once all of the work has been completed, the clean up will start immediatley after. If you have any questons or concerns. I may be reached at ***
Respectfully,
LaToya J***

This resolution is in reference to complaint number: ***Please be advised that we have reviewed the complaint submitted in reference to service address: *** *** *** *** *** ***During our investigation we found that the natural gas service was disconnected for non-payment on
08/16/2016. The customer made a payment in the amount of $on 08/16/2016. The service was scheduled to be reconnected on 08/17/2016. Upon arrival to the home, our tech noted that the customer was not on site; leaving the area; left door tag. On 08/18/2016, the natural gas service was successfully reconnected at 2:49PMThe customer claims in the complaint that “no one called or showed up to reconnect the service”. Unfortunately, the customer requested to remove the “call ahead option” on the service order for 08/17/2016, as noted on the gas account. Our tech also provided notes that he left a door tag at the customer’s home*** will not be held responsible for customers missing their service ordersThis office is not at liberty to investigate and/or make judgments regarding reimbursements for lost wages and food. The customer will have to contact our Claims Department directly at 1-888-861-0498.Respectfully,Executive Administration OfficeCenterPoint Energy Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
The representative who spoke with me was polite and called solely for the purpose to explain their business practices and to tell me that I am incorrect on the February timeline when there was a gas leak at my homeIt made me angry when she told me that a Centerpoint representative was at our house in an hour to fix the gas leakIf that is what Centerpoint service person put on record then he lied and falsified recordsI recommend that Centerpoint investigate thisFirst they can check their records to see how many calls were made to Centerpoint that day from *** *** and *** *** we called repeated because no one was showing upWhen the service technician arrived he told my husband that the HOURS of waiting was because they were short staffed and that there were only technicians servicing the Houston area on that dayI don't know whether or not he was telling the truth but that is what he saidIn my opinion Centerpoint cannot afford to be that understaffed on any given day it is a great disservice to the customers and the workers. Additionally, my internet bill had the months of September and October in itThat is what the bill statedI paid the full amount listed on the billToday I get a bill for November and it is doubled because it includes October's balanceThe representative I spoke with today told me that what I paid was the past due bill and a reconnection feeTHAT IS NOT what the bill saidI thought I was all caught up and squared away for the months of September and OctoberThe online statement said I owed $If I still owed for Octoberwhy didn't the online billing reflect thatThat is deceptiveIt's not as if I was sent a new bill to refectory the October balanceSo now my October bill is lateWhat sense does that make? My online statement said that I owed nothingI recommend that Centerpoint investigate the true time line of how many hours it took for someone to arrive to fix the gas leak in February and I think they should properly itemize their online billing to give customers a clear picture of what they are paying for and whyAs it stands had I not called for clarification I would have thought that I owed $by November 10thThe only thing that Centerpoint can do for me to resolve this issue is to provide better service in the futureIt's a big company and they service a lot of areasPerhaps their service is stellar in some areas but in my area they are sub parAlthough I appreciate the call from Centerpoint in an attempt to clear things up I feel it was a waste of her time and mine because she's looking at falsified service informationI'm disgusted
Regards,

This is response to Revdex.com complaint# *** submitted by *** *** for services address ** *** *** *** * *** ** ***
Thank you for the opportunity to address your concerns in regards the disconnection for non-payment completed at the service addressOn 10/9/the monthly
invoice was mailed in the amount of $which included a past due amount of $due by 10/19/to avoid disconnection along with the current amount of $due by 10/26/On 10/22/2015, the service was disconnection for non-paymentOn 10/23/the reconnection quote of $which included the past due amount of $and a reconnection fee of $was providedThe payment was received and the reconnection order was created for 10/27/The order was completed as scheduled
Please note, we researched the account and the automatic bank draft was first initiated on 10/23/We have no records of automatic bank draft enrollment prior to 10/23/Also, we reviewed the initial call when the new service order was issuedThe representative provided the customer with the correct account numberBased on the information provided, no adjustments are warranted
We apologize for any inconvenience this issue may have caused
Respectfully,
LaToya J***
CenterPoint Energy

This is response to Revdex.com complaint# *** submitted by *** *** residing at *** *** ** *** ** ***
On 3/11/2016, the monthly invoice was mailed in the amount of $which included the past due amount of $due by 3/21/to avoid disconnection for non-payment and the current
balance of $due by 3/28/On 3/23/2016, the natural gas service was disconnectedOn the same day, we received a payment of $however there are no records that a reconnection order was requestedOn 3/24/2016, there was a call to customer service requesting a same day reconnection however there were no same day appointments availableSeveral representatives and a supervisor advised the earliest the appointment could be scheduled was for 3/28/The appointment was scheduled and completed on 3/28/Based on this information no adjustments are warranted
We were successful in reviewing the calls and did hear in one of the calls that a representative explained that there were to many order scheduled and the order for this service address was cancelledWe do apologize for the information provided by that representativeAt the time of that conversation, we were no longer accepting new orders however all orders scheduled previously were workedWe have submitted this information to our customer service management team to discuss with the representative the importance of providing correct information
Respectfully,
LaToya ***
CenterPoint Energy

We are in receipt of the additional informationThank you for the suggestions in regards to the disconnection notice policies and proceduresWe will forward this information to the appropriate group for review
Respectfully,
LaToya ***
CenterPoint Energy

This resolution is in reference to complaint number: ***.Please be advised that our Credit Department has reviewed your complaint and has agreed to remove one of the two NSF charges as a courtesy. We will only remove more than one NSF charge when it is a system or banking issue. In
this case, this was an error made by the customer for two consecutive months Respectfully,CenterPoint Energy

This is in response to Revdex.com complaint# *** submitted by *** *** residing at *** *** *** *** ** ***We acknowledge receipt of Mr***’ rejection to our previous response. Please understand we have reviewed the information provided and based on our findings CenterPoint Energy did what was necessary to replace the poleWe apologize for any inconvenience Mr*** may have experienced due to this issue Respectfully, Ana *** CenterPoint Energy

This is a request for Final Review regarding complaint number: ***The complaint stems from a billing dispute at *** *** *** *** *** ** ***In the customer’s original complaint is was listed that: Our gas was recently shut off, however, we have not received a bill, a notice of an unpaid bill, phone call or even an emailNow we are being charged to have the gas turned back on after paying the outstanding balance as soon as it was discovered there was an unpaid balanceI receive countless emails a day from the company about useless tips, however, they cant send a bill notice or even a notice that the service will be cut off? The employee we spoke to on the phone was extremely rude as wellOur response: Our gas was recently shut off, however, we have not received a bill, a notice of an unpaid bill, phone call or even an email.The disconnection notice and billing statement was mailed to *** *** *** ** *** ** on 05/09/2017. Prior to this complaint the customer did not make CNP aware that there was an issue receiving the monthly billing statements via ***. This notice was sent to the customer in the same fashion as previous billing notificationsNow we are being charged to have the gas turned back on after paying the outstanding balance as soon as it was discovered there was an unpaid balanceThe disconnect notice states that: If you do not pay $by May 19, 2017...(other fees will incur to reconnect the natural gas service.)I receive countless emails a day from the company about useless tips, however, they cant send a bill notice or even a notice that the service will be cut off? This customer is enrolled in our ‘My Account Online’ program. This program allows customer to view their account activity online. It also gives the company access to email the customer about energy saving tips and other offers. The customer is not enrolled in Paperless Billing. The company would not send an email to the customer regarding a billing statement because this is a customer elected option on how to receive their billing notifications. The customer selected to receive billing notifications via *** and that is how the company will deliver those types of notifications. CNP cannot be held liable for the customer that expects an email notification for billing statements, yet has not selected that type of delivery as an optionThe employee we spoke to on the phone was extremely rude as well.On 05/23/our records indicate that the customer spoke to an agent and Supervisor in our Call Center. We value all our customers and expect that our employees demonstrate this to our customers by treating each of them fairly and respectfullyWe offer our apology for the way the customer felt they treated by our Customer Service departmentCustomer Rebuttal We absolutely have not received any bills for the past months in the mail or emailAs far as the automated payment, that was the initial impression but we realized this was not the caseHad we received a paper or electronic bill for service, the bills would have been paidOur Response We absolutely have not received any bills for the past months in the mail or email.If the customer has not received billing statements via mail in months, when was the customer going to notify the company of the situation? If the customer did not receive the billing notifications via ***, how did they know the exact amount to pay towards the account? The customer would not receive billing notification via email because it is not a selected delivery method, as explained aboveAs far as the automated payment, that was the initial impression but we realized this was not the caseNo response required to this statementHad we received a paper or electronic bill for service, the bills would have been paid.As mentioned above, previous bills were received, the customer paidIf they were not received: the company was not notified. Our Conclusion In our first drafted response CNP resolved that per the recorded phone conversations, the customer took a different approach to this complaint mentioning that she was under the impression that the account was registered for our Automatic Bank draft programDuring our investigation we found that the customer started service at the address mentioned above on 01/03/2017. Since that date, the customer has received four monthly billing statements via *** and not via email notification. The customer previously successfully completed two monthly payments. Because the customer was not (and is still not enrolled) enrolled in our paperless billing program, this is an indication that CNP has the correct mailing address and that the customer was receiving the billing notificationsAs a result, CNP is not at fault for the disconnection of the service. While we apologize for the inconvenience, CNP will not be able to waive and/or refund any of the reconnection fees that were applied to the account. The company mailed the billing statements to the correct mailing address on file and because a payment was not received by the due date the services were rightly disconnected, in accordance with the rules set forth by the Rail Road Commission of TexasWe have provided account details, billing statements and responses to every line of the customer’s original complaintAs a result, we humbly ask that the Revdex.com consider our thorough investigation and consider this complaint closedAttachments: Disconnection Notice, Bill Delivery Method, and Account Transaction History Respectfully, Executive Administration Office CenterPoint Energy Tell us why here

Sent: Tuesday, March 22, 10:AM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** I talked to the lady from center pointe and we resolved the issue
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

Thank you for your patience in our response regarding Revdex.com Complaint # *** for *** *** located at the address of *** *** *** ** *** ***
Please be advised that Carl ***, *** ***, stated that all work has been completed in Mr*** yard and the hole has been filled. However, the contractor is still working in two yards in the area. The entire job will be completed by next Friday including the replacement of grass in Mr*** yard and the two additional yards
I tried contacting Mr*** at phone # *** but didn’t get an answer or a voice mail to leave a message
Thank you,
Shauntee ***

Thank you for your patience in our response regarding Revdex.com Complaint #*** for Ms*** ***, located at the address of *** *** *** * ** *** **
Our investigation revealed Ms*** *** contacted CNP Customer Service for a transfer of gas service to start at the
address of *** *** *** * ** *** ** on 11/16/Ms*** initially advised the customer service representative back on 11/16/that the seller would be processing a move out order for 11/20/and to ensure on going serviceHowever, the investigation determined that our CNP Customer Service Representative entered Ms***’s move in request with an incorrect date; and therefore caused Ms*** to be without gas service until 11/22/Subsequently, Ms*** purchased an electric heater, electric blanket and food due to the cold weather conditions; the items listed totaled $which she requested to be compensated for
Please note upon receipt of the Revdex.com complaint received in our office for Ms*** request, claim # (***) was pendingOn 3/24/16, our CNP Claims Adjuster contacted Ms*** and informed her that we assumed liability for the items Ms*** was required to purchase due to a loss of heat and have agreed to reimbursement in the amount of $Ms***’s was pleased with the outcome and thanked us for resolving her matter
Sincerely,
Shauntee ***

This is in response to Revdex.com complaint# *** submitted by Sandra *** residing at *** *** *** *** ** *** We acknowledge receipt of Mrs***’ rejection to our previous responsePlease understand we have reviewed the information provided and based on our findings CenterPoint Energy did what was necessary to replace the polePlease note the communication companies have been notified to remove their cables from the stubbed pole, as soon as this is done CenterPoint Energy will be able to remove the old pole. We apologize for any inconvenience Mrs*** may have experienced due to this issue Respectfully, Ana *** CenterPoint Energy

This is in response to Revdex.com complaint# *** submitted by *** *** residing at *** *** *** *** *** ** *** Upon receipt of this complaint the account was reviewed and it was determined that the delay in restoring service was due to high water and inaccessibility to the areaWe want to
assure you that while it may not always be visible to you, we have been working tirelessly since before the storm to maintain the safe delivery of power to your home that helps make your life comfortable, productive and enjoyableWe have tried to share with you what we know when we know it, although that has been a challenge under unprecedented conditions that have impacted our ability to predict the pace of restoration and recovery. Respectfully, CenterPoint Energy

Revdex.com:I was not contacted by the business
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,

This is in response to complaint # *** submitted by Ms*** *** residing at *** *** *** *** *** *** ** ***
We were able to speak with Ms*** and informed her that CenterPoint Energy is only responsible for the underground gas lines from the main , which usually
runs down the street or easement, up to the meterPlease know that CenterPoint Energy does not maintain or install any lines on the inside of the premise or repair any appliancesMs*** was advised that an appliance repair person would qualify to fix the appliances and a plumber to repair the valves on the inside gas linesMs*** was receptive and thanked us for calling
Regards,
Angela ***

This is in response to Revdex.com complaint# *** submitted by Ms*** *** residing at *** *** *** *** ** ***Upon receipt of this complaint the account was reviewed and it was determined that on 2/20/Ms*** scheduled the reconnect after disconnect of nonpayment for 2/21/through
our automated system On 2/21/at 9:am, we traveled to the premise and the technician noted “no one home”. On 2/21/Ms*** spoke with a representative and advised she left the home brieflyThe representative advised Ms*** we could reschedule her reconnect for 2/22/although Ms*** insisted she wants same day, please note there is a charge ($47.70) for that service. According to our records the reconnect was completed on 2/21/at 3:pm. Based on the information above we do not believe any adjustments are warranted. Respectfully, Ana *** CenterPoint Energy