Buffalo Gal Inc

This resolution is in reference to complaint number: ***.Please be advised that we have reviewed the complaint and contacted our district offices upon receipt. We have been advised that a crew was sent to the premise on 06/21/and the valve was replaced. The customer was updated
on the completion of their complaint by a CenterPoint Energy representative from our District officeIf there are any other concerns, please feel free to contact usRespectfully,Executive Administration OfficeCenterPoint Energy

This is in response to Revdex.com complaint# *** submitted by Ms*** C*** regarding the premise at *** D*** DrHouston, TX ***
On behalf of CenterPoint Energy we would like to extend an apology to MsC*** for the amount of time it has taken to resolve her
concernUpon receiving MsC*** complaint, we immediately contacted our Gas Service Coordinator and requested that MsC*** be contacted regarding her request for a new gas service installation
CenterPoint Energy, Gas Service Coordinator Donyelle W*** contacted MsC*** and apologized for the inconvenience, explained the process as well as confirmed the gas lines were installed at the above presmieThe customer was advised to contact Customer Service and request the MoInstall Meter orderOn 06/05/15, the order was issued and scheduled for 06/08/The order was executed on 06/08/and the natural gas meter was installed as well as the gas service was turned on
Again, we regret any inconvenience that this matter may have caused MsC***We thank MsC*** for allowing us the opportunity to address her concernWe value MsC*** as our customer and we look forward to serving her better in the future
Respectfully,
Natalie E***
CenterPoint Energy

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 I decided it was better to close out the account instead of letting Centerpoint keep on making withdrawals from itToo back they are the only company that supplies gas where I liveThey had more than enough time and information to take care of the matter

This is response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] residing at [redacted].
This letter is in response to the complaint sent to your office by [redacted] on January 5, 2016 concerning the connection of electrical service at the [redacted].
On...

December 18, 2015, Sr. Service Consultant Devin K[redacted] received an escalated inquiry regarding getting a meter set at the [redacted]. for Ms. [redacted]. Mr. K[redacted] consulted with Operations requesting them to have the meter set at the first available opportunity. On December 21, 2015 CenterPoint Energy’s field crews went to set the meter at the above address and found that construction would be required as the customers meter pole had been placed in excess of 270’ from CenterPoint Energy’s existing facilities.
On December 21, 2015, Mr. K[redacted] along with the Operations Supervisor met with Mrs. [redacted] and discussed options for providing her with service. After meeting with Mrs. [redacted] onsite, Mr. K[redacted] provided Mrs. [redacted] with a Service Outlet Location Statement for the construction that CenterPoint Energy would have to complete for the service to be energized. Ms. [redacted] had not spoken with a Service Consultant regarding the requirements for construction prior to this time. In addition, Mr. K[redacted] issued a work order for the construction and sent it to Operations for completion.
On December 23, 2015, CenterPoint Energy’s field crews were dispatched to [redacted]. to perform the required construction. On receiving the information that construction was completed, Mr. K[redacted] contacted Mrs. [redacted] to inform her to have the meter order re-issued by her retail energy provider so our crews could also energize the service. Mrs. [redacted] did have the order re-issued but the order was not received until after the crews completed construction and left the site. On December 31, 2015, CenterPoint Energy’s field crews made an additional visit to [redacted] to set the meter. At this time, the field crews identified that the customer owned meter pole did not meet all CenterPoint Energy’s requirements per the Service Standards for Electric Service.
On January 4, 2016, Mr. K[redacted] spoke with Mrs. [redacted] to inform her that CenterPoint Energy had received a meter order from her retail provider and that CenterPoint Energy’s field crews had attempted to set the meter and explained why the meter install had been turned down. The meter pole is installed, owned and maintained by the customer. It is the customer’s responsibility to have a licensed electrician install the meter pole or the meter pole can in some areas be installed by the owner to CenterPoint Energy’s Service Standards. These service standards are located on CenterPoint Energy’s website or can be provided by customer service.
On January 6, 2016, after the necessary corrections were made, CenterPoint Energy received the meter order from the retail provider. Mr. K[redacted] contacted Mrs. [redacted] the morning of January 7, 2016 to inform her that CenterPoint Energy had received the meter order and that our field crews would be out to set the meter. The meter was set and service energized the afternoon of January 7, 2016
CenterPoint Energy values providing our customers with quality electric service commensurate with prudent operating practices and we appreciate the opportunity to address these concerns. Please contact me at 281-561-3201, if you have any further questions.
Sincerely,

Dominic [redacted]
Service Area Director
[redacted] Service Center

This is in response to Revdex.com complaint #11846274 submitted by [redacted] Brooks [redacted].
We were able to contact Mr. Brooks to schedule an order to level the transformer and fill the hole by the end of the week. Mr. Brooks was receptive and thanked us for...

calling.
Regards,
CenterPoint Energy

Thank you for the opportunity to respond.  CenterPoint Energy’s Credit Department reached out to Mr. [redacted] to assist with his concern. Please know that before any information is sent to collections a thorough investigation is done. There has to be several matches before a debt is connected to a customer and sent to collections. When a customer states that any information is fraud/ID theft and not theirs, a fraud package is mailed to the customer. When the Credit Department spoke with Mr. [redacted] to offer the fraud package, he declined and stated that he hired someone to clear his credit. Regards,Angela [redacted]

This is in response to the Revdex.com complaint #[redacted] submitted by [redacted] regarding the refusal to set an appointment for service at [redacted] and rude behavior.Our executives have people in positions eager and dedicated to investigate customer concerns on their...

behalf. We show that you spoke with an Administrative Executive Member on 7/7/2017, who made the requested accommodations for your order, which was completed on the same day. We appreciate you for allowing us the opportunity to address your concerns in regards to the level of service you have received. After carefully reviewing the calls, we acknowledge the unprofessional behavior and errors made by the CenterPoint Energy employees handling your calls. We can assure you that your dissatisfaction is not taken lightly.Please be assured the matter has been addressed and expectations for improvement have been clearly communicated to each representative involved.  Additionally, we have taken steps to ensure our workforce understands the scheduling procedures available in your area.Again, we sincerely regret any inconvenience the experience may have caused you. We appreciate you as a customer and look forward to providing you better service in the future.Sincerely,Angela [redacted]CenterPoint Energy

This is in response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] regarding the premise at [redacted].
Upon receipt of the complaint, we immediately forwarded Mr. [redacted] request to our CenterPoint Energy Claims Department for handling.  An...

investigation was immediately launched. 
We received a confirmation email that the claim was assigned on 08/10/15, to Claims Representative, [redacted]. On this same day a crew was sent to the customer's premise to make the necessary repairs. Mr. [redacted] informed our office that he was successful in speaking with Mr. [redacted] and confirmed the customer was extremely satisfied with the prompt attention given by our field personnel on the repairs to his yard and advised that the sprinkler system is working fine.  An offer was also made to send a vendor out to lay some sod and the customer declined. He stated he was satisfied and the grass would grow back. Mr. [redacted] was quite satisfied with the outcome and was glad that his sprinkler system is working.
An apology was also extended to Mr. [redacted] for the amount of time it has taken to resolve this issue as well as the incorrect phone number that he was provided for the Claims Department.  Mr. [redacted] was assured that expectations for improvement have been clearly communicated to the agent involved.  Mr. [redacted] was receptive to the information provided and thanked Mr. [redacted] for the prompt attention given to address his concerns.  Mr. [redacted] also provided the customer his direct contact information should he have any further concerns.
We sincerely apologize for any inconvenience that this matter may have caused Mr. [redacted] and we thank him for allowing us the opportunity to address his concerns. We value Mr. [redacted] as our customer and we look forward to serving him better in the future.
 
Respectfully,
Natalie [redacted]
CenterPoint Energy

This is in response to the complaint # [redacted] filed by [redacted] on behalf of [redacted] residing at [redacted].
We had the opportunity to speak with Mr. [redacted] and he disputed the technician never came to their location. We reached out to the technician’s...

supervisor to investigate. The investigation with the technician ended when the technician’s response was the order was attempted, the name of the Townhomes is [redacted] and no one answered the door.
Per our conversation with Mr. [redacted], it was stated that the technicians do not get paid for the orders that are not completed. Once Mr. [redacted] realized that CenterPoint Energy had already made one attempt, he rescheduled his order for the same day with the agreement to pay an overtime fee of $51.32. The order could have been rescheduled for the next day free of charge but Mr. [redacted] chose to reschedule the order for the same day. With that being said, it is unfortunate that the first order was missed however, Mr. [redacted] agreed to pay the overtime fee to reschedule the order for the same day.
We thank Mr. [redacted] for allowing us the opportunity to research this issue. We value Mr. [redacted] as our customer and will be unable to waive the overtime fee.

Kind regards,
Angela [redacted]

This is response to Revdex.com complaint# [redacted] submitted by [redacted] residing at [redacted]
Dear Mrs. [redacted]:
 
This letter is in response to your Revdex.com complaint wherein you allege a contractor, [redacted], working on behalf...

of CenterPoint Energy damaged your driveway on or about April 7, 2015.
 
The indemnity clause in the contact CenterPoint Energy has with [redacted] states, [redacted] will investigate any and all claims that arise out of the work they perform for CenterPoint Energy.  As you are aware, your claim was forwarded to [redacted] for their investigation. 
 
[redacted] investigated your claim and are of the opinion that the driveway was not damaged by the work performed at your residence.  Site inspections conducted by [redacted] revealed that the damage to your driveway appeared to be pre-existing.  MPT has thoroughly investigated this claim and concluded that the machinery they used operated approximately 3’ to 3-1/2’ deep.  The depth in which this equipment was operating would not have caused the driveway to raise or lower.
 
Based upon the above information, CenterPoint Energy stands behind the denial of [redacted].
 
 Sincerely,
 
CenterPoint Energy
 
Olga M[redacted]
Claims Representative III                                  
[redacted]
Fax: [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.  
While I acknowledge that the representative from the Houston office was much more polite than the first representative I spoke with, she did not provide a proper solution to the problem. Customers should be able to change their billing date, and billing dates should not disproportionately affect certain neighborhoods more than others. Imagine the many living on Social Security that only get paid on the first of the month. I was told that because meter readings fall on certain days, that changing the billing date is not possible. This is simply false. Reading dates and billing dates are not dependent on each other. I also offered an alternative solution of extending the delinquency date to 30 days past the billing date, instead of the 14-day period that exists currently. I personally will make sure to pay my bill on time in the future and accept responsibility for the sixty dollars I have paid in late charges with this company. However, considering the company's privilege as a public utility and natural monopoly, I would like them to cease the unfair billing practices that may disproportionately affect customers in certain neighborhoods. All other utilities in my community allow a change in billing date. Additionally, Entergy of Louisiana has similar infrastructure and allows natural gas customers to change billing dates. I hope that CenterPoint will strongly consider this service to customers in the future. 
Regards,
[redacted]

This is in response to Revdex.com complaint# [redacted] submitted by [redacted]. Upon receipt of this complaint the complaint was forwarded to our Service Area to conduct the investigation.  According to our Service Area Director [redacted] was...

advised of the action plan to resolve the outage issue and advised the work needed to do this multi-day project.  [redacted] was also provided contact information for future issues and concerns.  According to our Service Area Director [redacted] was pleased with the information provided.            Respectfully,   Ana H[redacted] CenterPoint Energy

Thank you for the opportunity to respond.  We acknowledge receipt of Ms. [redacted]’s rejection to our previous response.  Furthermore, we sincerely regret that we have nothing more to add to what has been previously stated.  Based on our findings, no adjustment is warranted. We genuinely understand her frustration and wish there was something more we could do for her. Respectfully,Angela [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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,There was no assessment. The gentleman called me with CenterPoint and told me the problem was the contractor’s due to the contract with [redacted].  He also confirmed [redacted] did not visit me as communicated to CenterPiint yet told me there was nothing he could do.  The complaint is not resolved.  [redacted].

Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for [redacted] located at the address of [redacted]
CenterPoint Energy contractor, MP Technologies (MPT), has accepted liability for damaging the [redacted] Water Main while installing...

underground electrical facilities.  [redacted] has stated they will pay the bill if one is received from the [redacted]. 
Our CNP Claims Department has spoken with Mr. and Mrs. [redacted] and they have no damage to their water/drain line. Therefore, there is no reimbursement for repairs to the [redacted]. They were also concerned about a hole left across the street from their residence. [redacted] is aware of the hole. Once the [redacted] repairs the water main, [redacted] will fill in the hole. [redacted] left the hole covered with two boards and a cone. [redacted] contractor is still working in the area with final completion day by Wednesday, August 12, 2015.
Please let me know if you have any questions regarding the above information.
Thank you,
Shauntee [redacted]

This is in response to Revdex.com complaint# [redacted] submitted by [redacted] regarding the premise at [redacted].
Thank you for the opportunity to address your concerns.  A deletion request has been submitted to the credit bureaus and a confirmation...

deletion letter was emailed to [redacted] at [redacted]  on 07/23/15.
[redacted] was contacted by a CenterPoint Energy Credit Department representative and was receptive to the information provided.
Respectfully,
 
Natalie E[redacted]
CenterPoint  Energy

This is in response to Revdex.com complaint# [redacted] submitted by Ms. Cheryl A. [redacted] regarding the premise at [redacted]
Upon receipt of the complaint, we immediately forwarded Ms. [redacted]’s request...

to our CenterPoint Energy Claims Department for handling. We regret this office is not at liberty and does not have the jurisdiction to overturn and/or grant any claim made against CenterPoint Energy. 
 We received a confirmation email that the claim was assigned on 07/20/15, to Claims Representative, Molly [redacted]. On 07/22/15, Ms. [redacted] informed our office that she was working in a collaborative effort along with CenterPoint Energy’s contractor North Houston Pole Line to resolve Ms. [redacted]’s concerns.  North Houston Pole Line communicated to the customer if she would like to have a plumber come out and look at the repairs that were made they would reimburse her for the cost of the plumber.
Ms. [redacted] followed up with Ms. [redacted] and the customer advised she is not going to have a plumber come out at this time as there appears to be no further issues. However, Ms. [redacted] was provided Ms. [redacted]’s direct contact information as well as North Houston Pole Line and she will contact Ms. [redacted] directly if any further issues arise.
We sincerely apologize for any inconvenience that this matter may have caused Ms. [redacted] and we thank her for allowing us the opportunity to address her concerns. We value Ms. [redacted] as our customer and we look forward to serving her better in the future.
 
Respectfully,
Natalie [redacted]
CenterPoint Energy

This is in response to Revdex.com complaint #[redacted] submitted by [redacted] owner of [redacted].We were able to speak with Ms. [redacted] to confirm that she was the owner of the property during the time period in question for gas usage.  Ms. [redacted] confessed to using the...

gas but is unwilling to pay the customer charge because she did not request for service in her name.  It was explained that the service was already on when she took over andCenterPoint Energy set the account up in her name in order to bill for the usage.   Unfortunately, the customer charge covers the cost for reading the meters, issuing bills, maintaining facilities and gas lines, postage, etc. These costs occur even if you do not use gas during a billing period.  CenterPoint Energy has the right to set up an account in the responsible party’s name, and back bill for gas usage once it’s established who’s responsible for the gas. As a courtesy, the deposit was removed from the amount due.  Please know that after reviewing the account with the credit department, we will be unable to waive any other charges. We appreciate Ms. [redacted] for allowing us to review her concern.Regards,Angela B[redacted]CenterPoint Energy

This is in response to Revdex.com complaint# [redacted] submitted by [redacted] [redacted] residing at [redacted].According to our records a claim has been setup and assigned to an adjuster.  A message has been left for Mr. [redacted].  If he has any additional concerns we would recommend he call our Claims Department at 713-207-7722.         Respectfully, CenterPoint Energy

We are in receipt of the additional information. On 1/11/2016, Cynthia P[redacted], CenterPoint Energy Service Area Manager, contacted Mrs. [redacted] to discuss her concerns. Mrs. [redacted] confirmed that meter is set and working. Ms. P[redacted] explained that inspections are done by the County and not by CenterPoint Energy. She also explained that there would be no charges for any additional service poles because the customer’s meter pole was not relocated within dropping distance of the company’s standard installation of facilities.
Mrs. [redacted] explained her frustration came when CenterPoint representatives explained the need to relocate the meter pole and nothing was said about needing the address on the meter can and when order was reissued to the field, the order was turned down for the no address. Ms. P[redacted] apologized for the inconvenience.
Respectfully,
CenterPoint Energy