Buffalo Gal Inc

This is in response to Revdex.com complaint # [redacted] submitted by Ms. [redacted] regarding the premise at [redacted].
Upon receiving Ms. [redacted]’s complaint immediate action was taken to investigate what took place with her reconnection order. Our records revealed...

that Ms. [redacted] entered a reconnection order through the CenterPoint Energy online services on 10/26/2015 and scheduled her order for 10/27/2015. When a customer creates an order online or through a customer service agent, a tracking number is provided in order for the customer to check the status of their order throughout the day. Unfortunately, due to circumstances beyond our control, all field technicians within the area were routed to a major gas emergency that carried over throughout the next day.

We acknowledge this was an inconvenience and show that compensation was given by a supervisor. The deposit was waived for the 10/27/2015 order and the service initiation fee was waived for the 10/28/2015 order. We can assure you that your dissatisfaction is not taken lightly.
We apologize for any inconvenience this has caused and thank you for your patience and understanding.
Regards,
Angela [redacted]
Executive Administration Office

This is in response to the complaint #[redacted] submitted by Mr. [redacted] residing at [redacted].  Upon receipt of this complaint it was confirmed by the CenterPoint Energy Claims Department that the claim was still open. The claim has been settled as of 1/26/17 and...

the claimant accepted the settlement offer. Regards, CenterPoint Energy

November 28, 2016   Mr. [redacted]   Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) regarding charges for the [redacted]) Repair Plan for your account at [redacted]...

[redacted]. Your complaint notes that you signed up for the [redacted] Repair Plan on September 7, 2016, which is near the end of your monthly billing cycle. Because of the timing of your enrollment in [redacted], you stated that you should have received a pro-rated credit for the first month of the [redacted] contract cost and that the credit you received only applied to one week of [redacted] coverage. Please note that while the credit of $36.60 was applied to your account near the end of your billing cycle, this is the equivalent of one month’s cost of [redacted] service in this case. The [redacted] Repair Plan is typically billed once per month (once per billing cycle), or twelve times per year, and your account would have then been billed for 11 months of [redacted] cost from October 2016 –September 2017. However, as you note, you have cancelled enrollment in the [redacted] Repair Plan, effective October 24, 2016. I have credited your account for the remaining balance of $28.07. Please contact me if you have any further questions regarding this issue. Sincerely,   Robin * Regulatory Liaison CenterPoint Energy

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,
To date I have no confirmation that my drainage line from the backyard is not damaged by the Contractor.  Only after The [redacted] repairs the leaking water line to the meter can I inspect the drainage line and determine that it has not been penetrated or broken by the contractor.  As of this date there is still water draining out of the green drainage line that runs from my back yard.  If the drainage line was not penetrated how then would leaking [redacted] water line send water into and flowing out of the drainage line?  Someone needs to confirm this before I will relieve the Contractor of liability.Ed [redacted]8/12/2015

Sent: Wednesday, July 12, 2017 12:30 PM [...] Our records reveal we received a trouble call 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. Please understand since we could find nothing wrong with our equipment, we charged a $50.00 service charge per Section 6.1.4.1 of CenterPoint Energy’s Tariff for Retail Delivery. In this case, CenterPoint Energy is unable to reverse the $50.00.  The customer may want to consult with their apartment complex management to recoup the charges. Respectfully, Executive Administration Office CenterPoint Energy

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.  
The address is question is [redacted]. I have no service in Beaumont and do no consent to services in said location. I request services be discontinued immediately as the account in Beaumont is not mine. I also request evidence this is done. CenterPoint has lied about actual meter reads as evidenced by the recording I submitted in the 1st response. CenterPoint has created fraudulent service accounts in which I am being charged generated estimates and not what is actually used. CenterPoint failed to submit the correct service address for my account so that my account and usage can be properly examined.  CenterPoint has not even attempted to fix the issue, instead they continue to put forth fraudulent evidence. What happened to integrity? This is theft and so much more. I have evidence via phone recordings and photos of my own meter readings. I will be moving forward until a satisfactory resolve is met 
Regards,[redacted]

Thank you for your patience in our response regarding Revdex.com Complaint # 10660117 for Spencer S[redacted] at the addresses of [redacted] St in Wharton, TX and [redacted] Ave in Wharton, TX.
Ms. S[redacted] contacted our Executive Administrative Office today requesting assistance regarding the electric...

service for the above referenced addresses. Ms. S[redacted] requested to know why the electric meters had been removed from both addresses.  We informed her that once service has been discontinued for 3 months or more, CenterPoint Energy will remove the electric meter due to regulations and as a safety precaution; if someone has not applied to activate the services again.
Ms. S[redacted] expressed her dissatisfaction with the REP’s (retail electric providers) as well as CNP customer service either quoting or not quoting any pricing for setting up a new electric metered service / installation.  We advised Ms. S[redacted] due to Senate Bill 7 passing – deregulation allows the customers in the state of Texas to choose their own electric retail providers. CenterPoint Energy is a transmission and distribution service provider or the wires company; and the referenced bill does allow the wires company to sell and distribute electric service in the service area.
However, we did guide Ms. S[redacted] through our website to the CenterPoint Energy’s Tariff for Delivery of Electric service at her request; she requested to know the base cost for setting a new electric meter at a residential address. (Tariff: 6.1.2.1 STANDARD DISCRETIONARY SERVICE).  However, it was explained in detail that the REP is responsible for all billing.
Ms. S[redacted] informed us that she is a victim of the most recent flooding in Wharton, TX and she wanted to know if we could waive any potential charges.  We regret to inform Ms. S[redacted] that CenterPoint Energy did not have any such programs in place to assist her; however we did encourage her to contact her local agencies in her area.  We appreciate the opportunity to assist Ms. S[redacted] and apologize for her most recent circumstances. She thanked us for taking the time to fully assist her and if additional information or assistance is needed she should please feel free to contact us.  
Sincerely,
Shauntee S[redacted]

This resolution is in reference to complaint #: [redacted].
The documented proof from the emailed communication proves that the Service Initiation was never an option to be waived. 
 
Respectfully,
CenterPoint Energy

This is in response to Revdex.com complaint# [redacted] submitted by [redacted]On June 21st, Service Area Manager Charles [redacted] meet with Mrs. [redacted] to discuss the work done by one of CenterPoint Energy’s contractors.  On June 8th and again on June 16th...

contract crews replacing rotten poles de-energized the service to Mrs. [redacted] residence.  Mrs. [redacted] was also concerned with the disrespectful manner she was addressed by the crews.  It was explained that the crews are required to make arrangements before turning off the service and Mr. [redacted] apologized that the crews did not follow proper procedures. Also, she was assured discussions will be held with their management concerning their failure to notify her of the outages and for the manner in which she was addressed during this time. Mrs. [redacted] was also upset with the way a tree in front of her property was trimmed by our tree contractor.  One of the poles to be replaced was in the road right-of way near her front gate and it had an oak tree growing around it.  She was very upset with the amount of trimming done to replace the pole and claims we trimmed more then what was required and that we had total disregard for her property.  Some of the tree is on her property and some of it is in the road right-of-way and while the customer disagrees with the work done, the crews did what was necessary to replace the pole.  In Mr. [redacted]’s option the tree trimming was not excess.Since there where communication cables on the old pole the crew cut the pole in half, leaving the cables attached to the stub pole.  The customer was concerned about the stub pole and it was explained we would contact the communication companies and when they remove their cables from the pole, Mr. [redacted] would make arrangements to remove the stub pole.Mr. [redacted] apologized more than once for the crew’s failure to follow proper procedures and Mrs. [redacted] informed him his apologize was not enough.  This event is being discussed with the contract crew management to make sure they follow proper procedures and to prevent this from happening in the future.        Respectfully, Ana [redacted]CenterPoint Energy

This is in response to the Revdex.com complaint #[redacted] submitted by Chris [redacted] for the premis of [redacted] regarding an power outage charge. Please review the script below when a customer calls to report an power outage:  If you are calling to report a power outage, press...

1 Option 1 – Power Outage If an emergency condition exists, such as wires down or a pole on fire, please press 0 and your call will be transferred to emergency personnel.  Otherwise, please remain on the line. Press 0, routes to an agent (remain on the line) You have requested to report a power outage.  If this is correct, press 1, if incorrect press 2. (timeout) transfers to agent Press 1, (routes to IVR) “Please be advised if our field personnel determine that the service problem you are reporting was caused by the customer’s equipment, CenterPoint Energy may bill a $50.00 service charge to your Retail Electric Provider”  In order to process your outage report, we’ll need help identifying your location.  Please select one of the following location identifiers: To enter your telephone number, press 1 To enter your eight digit Texas Driver’s License number, press 2 To enter your 9 digit social security number, press 3To enter your 22 digit EZID number, press 4  Our records reveal we received a trouble call ([redacted]) through our automated system (IVR) on 2/19/17, at 5:07 p.m., reporting “lights out” from [redacted]. We traveled to this premise but did not find any problem with our equipment.  Our field representative noted “reset breaker”.   Our records reveal we received a second trouble call ([redacted]) through our automated system (IVR) on 2/19/17, at 9:08 p.m., reporting “lights out” from [redacted].  We traveled to this premise but did not find any problem with our equipment.  Our field representative noted “went out there earlier, breaker keeps tripping”.  The $50.00 service charge for this call was waived.  Please know that when Mr. [redacted] called through the IVR, he provided his address as being without power. He stayed on the line after he reported the power outage to speak with an agent. He stated that he saw lights on in the hallway and at the building across from him but his apartment was not on. The agent informed him that our records showed that he was the only one affected.   Based on this information we do not believe any further adjustments are warranted.  Regards

[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 [redacted], and find that this resolution would be satisfactory to me.  
 Thank you,  [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.  
Centerpoint Energy had never provided any information about service initiation charge ($43.67) during the sign-up or even in any email. Please provide us "sent email" so I can review which email address has been used. This letter is created after the fact.  The letter is fake and created after the fact, because the fake letter amount is $43.24 (My bill amount $43.67) and does not have any date.  The PDF file property says it was crested in July 09, 2015, 08:46:48AM. Revdex.com please check your self that letter PDF property. THIS IS NOT ACCEPTABLE FROM SUCH LARGE ORGANISATION.  I am really not happy with Centerpoint energy. DEAR Revdex.com PLEASE GOOGLE THIS SERVICE INITIATION FEES ISSUE AND YOU WILL HAVE 1000 OF POSTS WHERE CUSTOMER HAVING PROBLEM WITH CENTERPOINT ENERGY. I am not asking here about deposit, because I had provided my history with previous utility company. So this item as resolved day one. Centerpoint energy is trying to change the subject. Please help me to get back $43.67 as soon as possible, which was never mentioned during the sign-up or even after.  Revdex.com you can try online sign-up and check yourself as well. Sincerely, 
Regards,
[redacted]

[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 1[redacted], and find that this resolution would be satisfactory to me.

[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 [redacted] and find that this resolution would be satisfactory to me.  I'm still disturbed that no one has been able to explain to me why the customer service rep told me that an email with [redacted] Without an explanation for why I was told that if it's not true, I don't trust their assurances that my personal information was not compromised.  However, since CenterPoint has a monopoly on natural gas service and I have no choice but to do business with them, I'll accept this resolution as an appropriate gesture of goodwill from them.

This is in response to the Revdex.com complaint #[redacted] submitted by [redacted] regarding the premise of [redacted] We have researched Ms. [redacted]’s account and found there has been no payment received since 4/12/17. Once the account has been disconnected for non-payment,...

the system does not have a threshold amount. The records show the service at the referenced address has been disconnected for non- payment in 2015. When a disconnection notice is issued, regardless of the amount, the customer is at jeopardy of being interrupted. As a courtesy, an automated outbound overdue bill call was made on 5/11/17 at 4:46 pm to [redacted]. According to our records, the previous balance of $32.95 was due no later than 6/3/17. (Please refer to attachment) In order to have the service restored, the past due amount, reconnection fees and if there is no security deposit on the account, one would be required to be paid before the service is reconnected.  We did not find where a previous deposit was applied to the account. Based on our findings, we are unable to waive the fees as Ms. [redacted] requested. We encourage Ms. [redacted] to use our automated phone service to extend her account anytime she is unable to pay after receiving a disconnection notice to avoid future occurrences. Regards,Angela [redacted]

This response is in reference to complaint #:[redacted].
[redacted] billing dispute with [redacted] and CenterPoint Energy related to his outdoor sports lights is the subject to a pending proceeding at the [redacted], which has exclusive jurisdiction over billing disputes...

(not the courts).  On June 3, 2015, an administrative law judge dismissed [redacted] dispute, but a final decision has not yet been issued by the [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

This resolution is in reference to complaint #: [redacted].
We have investigated the complaint submitted regarding the billing of natural gas service located at [redacted].
After contacting [redacted] Billing Department, it was found that the customer committed to two payments...

($55.21 & $56.00) on 4/13/2011, but only the $55.21 was received. The $56 Online Payment was cancelled and then reversed in our system. This allowed the customer to still have $56 applied to his balance while leaving open a debit (Online Payment Offset) on the account. (see attached spreadsheet)
As long as [redacted] continued to pay the entire amount of his bill each month, the unbilled balance was not carried over. Finally, on 12/19/11, the bill was $126.31 and [redacted] only paid $70.31 ($56 difference). At that time the $56 balance begin to show in the checkbook but still would not have shown on the bill because he had previously received a $56 credit when the full transaction wasn’t reversed in April.
Overall, this action was a CenterPoint Energy billing/payment error. As a result, we have issued a $56.00 credit towards the account.
We apologize for the office error and the inconvenience this has caused.
Respectfully,
Ericka M[redacted]
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.  
Please issue refund as soon as possible. 
Regards,
V [redacted]

Please note several readings was acquired at the above service address which confirmed that the previous monthly reading of 892 (on January 29, 2018) was accurate. Our records indicate she contacted CenterPoint Energy Customer Service to dispute a high bill. Please note when their gas service was disconnected for non-payment and reconnected on December 4, 2017, the reading acquired was 561, by the next scheduled meter read date of December 29, 2018 the reading was 688, the next scheduled meter reading was January 29, 2018 where the meter read 892, February 4, 2018 acquired a meter read of 970, February 20, 2018 you contacted CNP Customer Service giving a read of 978 and a special reading was obtained at your request on February 23,2018 of 986. The current invoice billed on February 28, 2018 and reflected a reading of 992 for 100 ccfs used for the billing period of January 29, 2018 through February 02, 2018 for a total bill of $79.78. Please understand no anomalies were found during our technician’s investigation. Based on our findings and final review of this matter, CenterPoint Energy is confident that your invoices is an accurate reflection of the amount of gas used during the months of December 29, 2017 through February 28, 2018 billing cycles. Please note our findings confirm the electronic readings CenterPoint Energy has used to bill them monthly, match their actual usage as registered through the meter dials and are in line with amount invoiced.We have included a chart of natural gas usage for last 18 months at the service address for their review. Please note that the meter readings at the property during the current heating season generally correlate to the HDD (Heating Degree Days) during each billing cycle.  HDD measurements indicate the outdoor temperatures during each billing cycle; a higher HDD number indicates lower temperatures during that period.Also, the meter readings captured were actual readings (not estimated) which continue to increase each month during the periods of December, January and February readings as shown below. This indicates that the meter is functioning properly, as an error in the meter reading would have been discovered by an anomalous reading the following month: After sending our original response and answering the rebuttals sent by Ms. [redacted]s, we respectfully request that you and your office consider this response for a final review.Respectfully, Executive Administration Office

Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Mr. [redacted] at the address of [redacted].
We tried contacting Mr. [redacted] via phone call and email at least a minimum of three times yesterday, with no success.  We would...

greatly appreciate if Mr. [redacted] could provide us with the unit number for the above referenced address, in order for us to complete his Revdex.com investigation in a timely manner. Please your prompt response is greatly appreciated in advance.
Mr. [redacted] can reach us at [redacted].
Thank you,
[redacted]