Buffalo Gal Inc

This is in response to Revdex.com complaint #[redacted] submitted by [redacted] residing at [redacted].Our records reveal that Ms. [redacted] has two returned checks on her account within the last twelve months.  The first returned check for $45.22 was returned on 6/10/2016 by...

her bank due to a STOPPED PAYMENT was placed on the check, therefore applicable fees were assessed including a late fee of 68 cents. The second returned check for $24.05 was returned on 9/9/2016 by her bank for INSUFFICIENT FUNDS. Again the applicable fees were assessed including a late fee of 36 cents. It is up to the bank as to how many times a check is processed before it is returned to the party the check was written out to. Once CenterPoint Energy receives a returned check back for whatever reason, it is not sent back to the bank.  We appreciate Ms. [redacted] as our customer and currently we do not show any other returned checks on her account. The charges are valid and we will be unable to remove or credit any of the fees.Regards,Angela [redacted]

The complaint submitted by Ms. [redacted] to the Revdex.com has been forwarded to CenterPoint Energy for a response.  CenterPoint Energy's findings are the same and the records show the technician responded to [redacted] at 10:15 am.Regards

This is in response to the second rebuttal for the Revdex.com complaint #[redacted] submitted by [redacted].   Thank you for the opportunity to respond to Ms. [redacted]’s concerns.  Please be advised that this matter needs to be handled by CenterPoint Energy’s Credit Department.  It was found that the charges are valid and Ms. [redacted] will need to contact Mr. King at 713-207-1675 for a resolution.   Regards, Angela [redacted]

This is in response to Revdex.com complaint# [redacted] submitted by Ms. [redacted] residing at [redacted].Upon receipt of this complaint the account was reviewed and it was determined; that on 2/13/17, at 1:34 p.m., Ms. [redacted] placed a trouble call through our...

automated system (VRU), reporting partial service.  We traveled to the premise but did not find any problem with our equipment or any other reports of outage events for this day.  Please note the VRU informs the caller there may be a $50.00 charge if the problem is found to be on the customer’s side before the customer starts to interact with the system to report the outage.  CenterPoint Energy was not found to be negligent in charging the $50.00 service charge. Based on the information above we do not believe any adjustments are warranted.        Respectfully, Ana [redacted]CenterPoint Energy

This resolution is in reference to complaint number: [redacted].
Please be advised that the CNP Area Service Center has investigated the complaint submitted by: [redacted] in regards to the service address of: [redacted].
It is our understanding that the customer has...

been in direct contact with the Area Service Center regarding this complaint based on the following information:
March 2, 2016 – 3:45PM The customer contacted us yesterday and I returned his call today with no answer. We are trying to find a time we have crew resources available to complete the job. The customer is correct in that it was CenterPoint who dropped the ball on this one. Once I have a confirmed date, I will notify the customer. The work will take at least2 full days and maybe 3; not one.
March 3, 2016 – 7:51AM We had a crew supervisor field check the work yesterday. Based on his feedback, the job will be restated today and material order placed. It will take about a week to deliver material and 2 days for the construction. We left a voicemail for Mr. [redacted] with the same information this morning at 7:48am.
If the customer has any other questions, please contact the Area Service Center, as they have made several attempts to contact and resolve. If there are other questions, please feel free to contact Customer Service at 1-800-752-8036.
Respectfully,
CenterPoint Energy
Executive Administration Office

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.  
When we called and did indeed pay the amount requested there were no instructions to please hold while we connect you with a representative to schedule your reconnection.  It was after business hours so no customer service agent was available to talk just the autimated system.  This is why there was no record of reconnection request.  My suggestion is to not send out a generic email like a customer service supervisor explained when a disconnection is possible.  We had paid a bill in January and February wasn't like we were hundresds of dollars behind but a mispayment of $25 insread of $55 in February.  The email should not include past and present amount as due but statement on the email of a past due amount.  I took the email as I had until 3/28/16 to pay it.  That is also a suggestion I made to customer service but again the answer was we send generic it is your responsibility to click the link.
Regards,
[redacted]

This response is in reference to complaint #:[redacted].
We are not at liberty to discuss this matter.  [redacted] will need to have further communication with the [redacted] and the CenterPoint Energy Legal Department.
 
 
Respectfully,
 
CenterPoint Energy
Executive Administration Office

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 CenterPoint has worked to initiate the process as described in their email, the issue that I contacted the Revdex.com will not be resolved until the claims department actually follows through on their proposal to fix the yard.  Indeed, they called me two days ago and informed me that they would be working to correct the problem, but I have not heard back since then.  Therefore, while I appreciate the effort to connect me with the claims department, the real issue is that the gas grill line is damaged and has been for several weeks.  The resolution is thus pending until direct action is taken by CenterPoint to correct this problem.Thank you,[redacted]

This is in response to complaint # [redacted] submitted by [redacted] at [redacted].
Currently Mr. [redacted]’s concern is still under investigation. We will follow up with a response once it has been completed.
Regards,
Angela [redacted]

Thank you for allowing us the opportunity to respond to [redacted] inquiry concerning the experience he encountered while establishing service with CenterPoint Energy.  We researched his inquiry and determined that an error was made when we neglected to provide him an email that would have...

given him detailed instructions on how to secure his deposit. The email simply did not go out and [redacted] can feel assured that his personal information was not compromised. We also determined that CenterPoint Energy agreed to bill his deposit and waive the priority same day fee so that we could turn on [redacted]’s service on the date he requested. We further realize he was inconvenienced and was required to have his service turned on late in the evening. We apologize to [redacted] and are willing to honor his request for a $50 credit as a gesture of goodwill.  We want [redacted] to know we value him as a customer and welcome him to be among our most valued customers.

This communication is in reference to complaint #: [redacted].
We have received the complaint regarding service address of 10777 Richmond Ave # 1109 Houston, TX 77042.
After reviewing the full complaint, the electric service was interrupted on 09/12/2015 at 5:10PM due to a bad transformer that...

needed to be replaced.  The service was fully restored on 09/13/2015 at 2:50AM.  The complete outage duration was 9 hours and 40 minutes.
Also per our records the customer contacted CenterPoint Energy on 09/12/2015 at 5:20PM and reported “lights out”.  The customer then called again on 09/13/2015 at 2:22AM to report the duplicate “lights out” issue.
On 09/12/2015 at 5:38PM a crew was dispatched and preceded to the outage location.  By 5:50PM the first crew was onsite and working towards replacing the transformer.  The first crew was completed with their work by 6:53PM.  A second crew was dispatched and onsite to the outage location on 09/13/2015 at 1:32AM. 
In reference to the customer’s issues regarding a desired settlement to repay for loss of work and food; this department is not at liberty to investigate and make decisions on such matters.  For any investigation regarding compensation the customer will need to contact CNP Claims Department at 1-888-861-0498.  They will investigate the complaint and determine on behave of the company how it should be resolved.
If the customer has any further questions regarding this complaint, please feel free to contact customer service at 1-800-752-8036.
 
Respectfully,
Executive Administration Office

In response to the Revdex.com complaint # [redacted] submitted by [redacted] residing at [redacted] disputing disconnection of service for non-payment.We were unsuccessful with reaching Ms. [redacted] to explain what took place.  According to our records, we did not find where...

CenterPoint Energy was negligent in providing Ms. [redacted] with adequate notification regarding the disconnection for non-payment.Please know that CenterPoint Energy has tried everything possible to get Ms. [redacted]’s attention. The invoice of $43.31 was issued on 8/4/16 and was originally due on 8/22/16.  The day after the due date an automated courtesy call was made on 8/23/16 as a reminder that the bill was due on 8/22/16.  On 9/2/16 the new invoice was generated and a payment had not been received therefore a shut-off notice was included with the new invoice asking for the past due of $43.31 be paid before or on 9/16/16.  The payment was not received and the order to disconnect the service was assigned to a technician.  Once the disconnection order is assigned, it is too late to cancel the order.  The technicians do not have up to date data in the field. If a payment is made on the same day of the disconnection, the technician has no way to see the payment.  With that being said when Ms. [redacted] made the payment, the technician had not completed the disconnection order.   This is why the payment is requested to be made before the disconnection date.  After speaking with customer service, Ms. [redacted] was asked to make her payment online or over the phone via Bill Matrix, because agents do not take payments for security reasons. Once the payment was made, the agent advised Ms. [redacted] to call customer service back so a reconnection order could be scheduled.  Because of the circumstances the reconnection order would have had to be manually entered in the system for the next business day. However Ms. [redacted] did not call back and the order was not processed for 9/20/16.  Ms. [redacted] called on 9/20/16 and tried to get the order scheduled for the same day.  We do not issue same day orders unless an overtime/same day (OT) fee of $47.00 is paid.  Ms. [redacted] was not interested in paying the OT fee and the order was scheduled and completed on 9/21/16.  We would like to recommend for Ms. [redacted] to check with her post office in regards to not receiving her gas bills.  According to our records, Ms. [redacted] has a P.O. Box listed for her mailing address.   In addition, all CenterPoint Energy customers have 24 hour self-service access to their account information through Telephone self-services and Online self-service. We sincerely appreciate your business and thank you for the opportunity to respond to your concern.Regards,Angela [redacted]

This is in response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] regarding the premise at [redacted].
We were able to speak with Mr. [redacted] to discuss his concern. CenterPoint Energy’s Meter Reading department breaks down each area into groups. Each...

group consists of hundreds of accounts where the meters are read on a scheduled date in order to get the bills mailed out in time for each area. If one billing date is changed, the whole group would have to be changed in order to keep it on schedule.
In addition, it was noticed that Mr. [redacted] has never requested any type of payment arrangements or asked for an extension. With that being said, it was explained to Mr. [redacted] if he is unable to pay by the due date, he can utilize several options that are already in place to avoid a late fee. Along with payment arrangements and extensions, which you can use the self- service on-line or through the automatize phone system, we also offer Automatic Bank Draft. Mr. [redacted] was receptive and thanked us for calling.
We thanked Mr. [redacted] for allowing us the opportunity to address his concerns. We value Mr. [redacted] as our customer and appreciate his business.
Respectfully,
Angela [redacted]
CenterPoint Energy

This resolution is in response to complaint number: [redacted].This complaint has been investigated by the appropriate department within our company.  Our records indicate that the charges are correct.  The customer called into on 04/30/2017 at 8:18PM and reported "Lights Out".  Our...

records show that a crew was dispatched and were on-site from 9:48PM until 10:06PM.  Our crew concluded that the problem was with the customer's electric equipment and not CNP's equipment. Respectfully, Executive Administration Office

Based on our findings CenterPoint Energy was not negligent in disconnecting Ms. [redacted]’s natural gas service for non-payment and we regret we will be unable to waive the reconnect fees.
 
We value Ms. [redacted] as our customer and sincerely regret any inconvenience that she may have undergone as a result of this matter.
 
 
 
CenterPoint Energy
Executive Administrative Office

This is in response to Revdex.com complaint #[redacted] submitted by [redacted] residing at [redacted]. We communicated with Mr. [redacted] and apologized for his unfortunate experience with our company.  We kept the conversation short but were able to offer...

another service to notify Mr. [redacted] of his bill just in case he did not receive the invoice in the mail.  Mr. [redacted] was very receptive and agreed to receive a text message notification 5 days before the due date. We appreciate Mr. [redacted] for being a good customer and will do better in the future.Regards,Angela [redacted]

Revdex.com:
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.Thank you,[redacted]

This is in response to Revdex.com complaint# [redacted] submitted by [redacted] with [redacted] regarding the premise at [redacted].
 
On behalf of CenterPoint Energy we would like to extend an immediate apology to [redacted] in regards to his...

customer service experience as he felt that he did not receive the highest quality of customer service that we strive for and are accustomed to providing. We appreciate him for making his grievances known and want him to know that we do not take his dissatisfaction lightly. We can assure [redacted] that expectations for improvement have been clearly communicated to the representatives involved as it is always our goal to ensure a pleasant customer service experience, when contacting CenterPoint Energy.  Upon receiving [redacted]’s complaint we were able to determine that a Move-in order was created on 06/19/15, for [redacted] and scheduled for 06/22/15.
 
Our records reflect that regrettably, our technician has been unable to execute the order and attempts were made to complete the order on 06/22/15, 06/29/15, 07/06/15, and 07/13/15.The technician noted the service orders that he has been unable to execute the order due to “no key on bottom lock”, “can’t get in, no answer on call” “no one home” “no lock code. Please be advised that CenterPoint Energy will be more than glad to facilitate this request, however, it will require that the customer contact CenterPoint Energy toll free at 800 752-8036 or 713 659-2111 and request that the service order be rescheduled.
 
We sincerely regret any inconvenience that this matter may have caused [redacted] and we thank him for allowing us the opportunity to address his concern. We value [redacted] and [redacted] as our customer and we look forward to serving them better in the future.
 
Respectfully,
 
 
Natalie E[redacted]
CenterPoint Energy

This resolution is in reference to complaint: [redacted].Please be advised that we have reviewed the complaint regarding the service address of [redacted].On 10/10/2016 a disconnection notice was mailed to the address listed above for the past due amount of $29.82. The notice...

stated that if the past due payment was not received by 10/20/2016 the service would be disconnected for non-payment.  The notice also included the applicable fees related to service disconnection. According to the rules set forth by the Railroad Commission of Texas:CENTERPOINT ENERGY RESOURCES CORP. D/B/A CENTERPOINT ENERGY ENTEX AND CENTERPOINT ENERGY TEXAS GAS GENERAL RULES AND REGULATIONS APPLICABLE TO NATURAL GAS SERVICE IN TEXAS(b) Discontinuance of service. (1) Bills are due and payable when rendered; the bill shall be past due not less than 15 days after issuance or such other period of time as may be provided by order of the regulatory authority. A bill for utility service is delinquent if unpaid by the due date. (2) The Company may offer an inducement for prompt payment of bills by allowing a discount in the amount of 5% for payment within 10 days of their issuance. In the event of any inconsistency between these Rules and Regulations and the applicable rate tariff, the rate tariff shall control. (3) A customer's utility service may not be terminated unless the Company has made a reasonable effort to offer the customer the option of paying a delinquent bill in installments. A customer's utility service may be disconnected if the bill has not been paid or a suitable written arrangement for payment in installments entered into within 5 working days after the bill has become delinquent and if proper notice has been given. Proper notice shall consist of a mailing or hand delivery at least five working days prior to a stated date of disconnection. Said notice shall be provided in English and Spanish as necessary and shall include: (A) the words "Disconnect Notice" or similar language prominently displayed; (B) the reason service is to be terminated; (C) what customer must do to prevent termination; (D) in the case of a past-due bill, the amount past due and the hours, address, and telephone number where payment may be made; and (E) a statement that if a health or other emergency exists, the Company may be contacted concerning the nature of the emergency and the relief available, if any, to meet such emergency. (4) Utility service may be disconnected for any of the following reasons: (A) failure to pay a delinquent account or failure to comply with the terms of a written agreement for installment payment of a delinquent account;With the information provided, please be advised that CNP is a regulated entityCNP is within their right to charge customer’s additional fees when the service is disconnected for non-payment.A disconnect notice was sent to the mailing address of file. The mailing address has not changed on the account, so the company is under the impression that the customer receives the billing statements.Unfortunately, the request desired settlement of $140.00 refund to the customer is not warranted and will not be given.   Respectfully, Executive Administration OfficeCenterPoint Energy

This resolution is in reference to complaint #: [redacted].
This office has received confirmation that the natural gas meter was changed out on Monday November 30, 2015. We apologize for the long timeframe of resolution and inconvenience.
Respectfully,
Executive Administration