Thank you for your patience regarding Revdex.com Complaint # [redacted] *or Mr [redacted] located at the address of [redacted] ** Our investigation revealed that CNP mailed a paper invoice shut off notice to MrP [redacted] subject address on 1/19/16, for a past due amount of $due by 1/29/to avoid service interruptionWhen payment was not received by the shut off notice date, gas service was disconnected for none payment on 2/2/On 2/3/16, Mr [redacted] contacted and spoke with a supervisor who quoted Mr [redacted] an amount to restore service of $(past due amount $25.50, collection fee $and reconnection fee $40.80) he mentioned that he did not received the shut off notice due to having on going issues with not receiving his USMail with his postal service in his areaCNP advised of other options to prevent disconnection of service like CNP Online Billing, Automatic Bill Pay enrollment and Billing (Alert) Reminders sent via text, phone call or emailMr [redacted] expressed his disappointment when he was advised of these options which he alleged to have no knowledge of or had been advised of Unfortunately, our records do not reflect any phone calls received regarding his gas account since gas service was disconnected back in September of Mr [redacted] requested that we waive his reconnection and collection fees associated in the restoring gas serviceWe spoke with Mr [redacted] today and apologized that he went uninformed of our additional bill payment options and methods of receiving monthly invoicesWe advised him in an effort to work with him, the day he spoke with a supervisor his $additional deposit was waivedWe also waived his $collection fee today, as a onetime courtesyPlease note the reconnection fee of $is warranted due to gas service interruption; which Mr [redacted] was receptive to understandingWe informed Mr [redacted] that his next bill invoice is scheduled to mail out to him on 2/16/and it will reflect the reconnection fee along with this month’s gas consumption’s usageWe thanked Mr [redacted] for the opportunity to address and resolve his concerns to his satisfactoryWe advised Mr [redacted] that expectations of improvement have been clearly communicated to all individuals who may have mishandled his gas account Sincerely, [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: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 $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 $service chargeBased on the information above we do not believe any adjustments are warranted Respectfully, Ana [redacted] CenterPoint Energy
This is in response to the Revdex.com complaint # [redacted] submitted by Mr [redacted] regarding the initial meter reading at [redacted] ** *** We communicated with Mr [redacted] and informed him that we discovered the electronic reading and the manual reading from the contract technician taken on 2/13/were differentWe agreed to use the electronic reading of to correct the billing This will reduce the usage from ccf for a total of $to ccf for the corrected total of $40.98.We appreciate Mr [redacted] for being a good customer and giving us the opportunity to respond to his concernWe apologized and hope to do better in the futureRespectfully,Angela [redacted]
This is response to Revdex.com complaint# [redacted] submitted by Mr [redacted] residing at [redacted] ***.We have reviewed your claim that CenterPoint Energy’s contractor, [redacted] (***) damaged your property in the process of installing new electrical linesThe installation occurred in the first quarter of It is our understanding that they restored your property to with the exception of your driveway We have reviewed the pictures taken by [redacted] of the damaged drivewayThere are many damages in areas were [redacted] did not boreAlso, the boring performed by [redacted] is at a depth of plus feetCenterPoint Energy is in agreement with the denial of your driveway and is satisfied that [redacted] restored your yard to normal.Certainly, we regret any inconvenience this incident caused you However, based upon our investigation we will be unable to assist you in this particular instance.Sincerely, CenterPoint Energy
Please note several readings was acquired at the above service address which confirmed that the previous monthly reading of (on January 29, 2018) was accurateOur records indicate she contacted CenterPoint Energy Customer Service to dispute a high billPlease 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, the reading was 688, the next scheduled meter reading was January 29, where the meter read 892, February 4, acquired a meter read of 970, February 20, you contacted CNP Customer Service giving a read of and a special reading was obtained at your request on February 23,of The current invoice billed on February 28, and reflected a reading of for ccfs used for the billing period of January 29, through February 02, for a total bill of $Please understand no anomalies were found during our technician’s investigationBased 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, through February 28, billing cyclesPlease 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 months at the service address for their reviewPlease 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 belowThis 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
This is in response to BBB 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]
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/a disconnection notice was mailed to the address listed above for the past due amount of $The notice stated that if the past due payment was not received by 10/20/the service would be disconnected for non-payment The notice also included the applicable fees related to service disconnectionAccording to the rules set forth by the Railroad Commission of Texas:CENTERPOINT ENERGY RESOURCES CORPD/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 days after issuance or such other period of time as may be provided by order of the regulatory authorityA 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 days of their issuanceIn 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 installmentsA 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 working days after the bill has become delinquent and if proper notice has been givenProper notice shall consist of a mailing or hand delivery at least five working days prior to a stated date of disconnectionSaid 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 fileThe 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 $refund to the customer is not warranted and will not be given Respectfully, Executive Administration OfficeCenterPoint 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
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 $insread of $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/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 is in response to BBB complaint# [redacted] submitted by [redacted] residing at [redacted] ***.Thank you for your patience, we are currently in the process of investigating the issue and awaiting the results. We will provide an update once... available. Respectfully, Ana [redacted] CenterPoint Energy
This is response to Revdex.com complaint# [redacted] submitted by Mr [redacted] r [redacted] On 12/3/an online request was created to start natural gas service at the above service addressAt the time the request was entered there was an advisory stating, “our current processing time is 5-business daysWe apologize for any inconvenienceIf you have an urgent matter, please call customer service.” On 12/15/the request for new service was entered and on 12/16/an email was sent to Mr [redacted] explaining an order was created for 12/18/2015and an adult of at least years of age would need to be presentOn 12/17/2015, Mr [redacted] contacted customer service and requested to re-schedule the appointment and add a call aheadThe representative re-scheduled the appointment for 12/21/with a call aheadThe representative explained the call ahead rules in detail and advised the call ahead would be by an automated system and provided which prompts to select On 12/21/two call ahead attempts were made however there was no answer and the technician cancelled the orderMr [redacted] contacted customer service and the representative explained that the order would need to be scheduled for the next business dayMr [redacted] requested to speak with a supervisor and the supervisor stated the same informationThe order was scheduled for 12/22/and completed as scheduled We do apologize for any inconvenience experienced and greatly appreciate this opportunity to address Mr [redacted] concerns Respectfully, LaToya J [redacted] CenterPoint Energy
This response is in reference to complaint number: [redacted] Please be advised that we have completed the requested disconnection on Thursday 12/15/ If there are any other concerns, please feel free to contact usRespectfully, CenterPoint Energy
This communication is in reference to complaint #: [redacted] We have received the complaint regarding service address of Richmond Ave # Houston, TX After reviewing the full complaint, the electric service was interrupted on 09/12/at 5:10PM due to a bad transformer that needed to be replaced The service was fully restored on 09/13/at 2:50AM The complete outage duration was hours and minutes Also per our records the customer contacted CenterPoint Energy on 09/12/at 5:20PM and reported “lights out” The customer then called again on 09/13/at 2:22AM to report the duplicate “lights out” issue On 09/12/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/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- 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- Respectfully, Executive Administration Office
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 providingWe appreciate him for making his grievances known and want him to know that we do not take his dissatisfaction lightlyWe 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 Moorder was created on 06/19/15, for [redacted] and scheduled for 06/22/ 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 codePlease 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 752-or 659-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 concernWe value [redacted] and [redacted] as our customer and we look forward to serving them better in the future Respectfully, Natalie E [redacted] 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, They have done nothing to remove the stub pole they left They have not put the tension rod back yet they need to do their job I was told that I would only have one pole That obviously was NOT true
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 Ms [redacted] did not enroll for My Account Online until 2/16/17, which is only utilized for viewing billsIf Ms [redacted] is requesting notification she would be required to enroll her account to Online Billing and setup a payment alert (via email or text) and paperless option (via email)This will allow Ms [redacted] to receive notificationsPlease note the bills are being mailed to the service address listed aboveOn 2/9/a shut-off notice was initiated with a balance of $and a due date of 2/20/On 2/17/a payment in the amount of $posted via our Customer Self ServiceAt which time the account was noted although disconnect for nonpayment was not canceled, this was due to inadequate paymentOn 2/22/a payment alert notification was sent advising $is due bay 2/27/and a second payment alert on 3/1/advising $was due 2/27/CenterPoint Energy was not found to be negligent in notifying Ms [redacted] Based on the information above we do not believe any adjustments are warranted Respectfully, Ana [redacted] CenterPoint Energy
RevDex.com: This letter is to inform you that CenterPoint Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/5/and assigned ID [redacted] Sent: Friday, March 30, 6:PM Subject: Fw: You have a New Message from Revdex.com Regarding Complaint # [redacted] [redacted] Dear [redacted] ***: This message is in regard to your complaint submitted on 3/5/against CenterPoint Energy Your complaint was assigned ID [redacted] You recently filed a complaint on the above mentioned company The last we heard from you the issue was not resolved Please provide us with an update and advised which items (if any) remain unresolvedPlease complete and return it as soon as possibleAre the issues resolved? ___YES_________Yes _____________No If yes, when was the issue resolved? ON the 22th The company lied to you and to me and said that I had received the check on the 8th but it was two weeks later before I received the check.__________________________________________________________________________...⇄ If no, what issues remain outstanding? ________________________________________________________________________________...⇄________________________________________________________________________________...⇄ Did you ever file your case through the court system? _____________ If so please include a copy of your filing or judgment for our filesSignature: _____ [redacted] ***________________________Date: ______3/31___________________ Please respond just as soon as possible to this inquiry Feel free to email the information to [email protected] ; make sure to reference your case number
Thank you for your patience, Mr [redacted] spoke with a CenterPoint Energy director and was able to voice his frustration with CenterPoint Energy agentsMr [redacted] has our director's number if he has any future concernsRegards,Angela [redacted]
This is in response to complaint # [redacted] submitted by the [redacted] ***Our records reveal that the request to restore service had already been worked complete by the time the complaint was received by CenterPoint EnergyRegards, Angela B [redacted]
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 $was returned on 6/10/by her bank due to a STOPPED PAYMENT was placed on the check, therefore applicable fees were assessed including a late fee of centsThe second returned check for $was returned on 9/9/by her bank for INSUFFICIENT FUNDSAgain the applicable fees were assessed including a late fee of centsIt 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 toOnce 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 accountThe charges are valid and we will be unable to remove or credit any of the fees.Regards,Angela [redacted]
Thank you for your patience regarding Revdex.com Complaint # [redacted] *or Mr [redacted] located at the address of [redacted] ** Our investigation revealed that CNP mailed a paper invoice shut off notice to MrP [redacted] subject address on 1/19/16, for a past due amount of $due by 1/29/to avoid service interruptionWhen payment was not received by the shut off notice date, gas service was disconnected for none payment on 2/2/On 2/3/16, Mr [redacted] contacted and spoke with a supervisor who quoted Mr [redacted] an amount to restore service of $(past due amount $25.50, collection fee $and reconnection fee $40.80) he mentioned that he did not received the shut off notice due to having on going issues with not receiving his USMail with his postal service in his areaCNP advised of other options to prevent disconnection of service like CNP Online Billing, Automatic Bill Pay enrollment and Billing (Alert) Reminders sent via text, phone call or emailMr [redacted] expressed his disappointment when he was advised of these options which he alleged to have no knowledge of or had been advised of Unfortunately, our records do not reflect any phone calls received regarding his gas account since gas service was disconnected back in September of Mr [redacted] requested that we waive his reconnection and collection fees associated in the restoring gas serviceWe spoke with Mr [redacted] today and apologized that he went uninformed of our additional bill payment options and methods of receiving monthly invoicesWe advised him in an effort to work with him, the day he spoke with a supervisor his $additional deposit was waivedWe also waived his $collection fee today, as a onetime courtesyPlease note the reconnection fee of $is warranted due to gas service interruption; which Mr [redacted] was receptive to understandingWe informed Mr [redacted] that his next bill invoice is scheduled to mail out to him on 2/16/and it will reflect the reconnection fee along with this month’s gas consumption’s usageWe thanked Mr [redacted] for the opportunity to address and resolve his concerns to his satisfactoryWe advised Mr [redacted] that expectations of improvement have been clearly communicated to all individuals who may have mishandled his gas account Sincerely, [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: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 $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 $service chargeBased on the information above we do not believe any adjustments are warranted Respectfully, Ana [redacted] CenterPoint Energy
This is in response to the Revdex.com complaint # [redacted] submitted by Mr [redacted] regarding the initial meter reading at [redacted] ** *** We communicated with Mr [redacted] and informed him that we discovered the electronic reading and the manual reading from the contract technician taken on 2/13/were differentWe agreed to use the electronic reading of to correct the billing This will reduce the usage from ccf for a total of $to ccf for the corrected total of $40.98.We appreciate Mr [redacted] for being a good customer and giving us the opportunity to respond to his concernWe apologized and hope to do better in the futureRespectfully,Angela [redacted]
This is response to Revdex.com complaint# [redacted] submitted by Mr [redacted] residing at [redacted] ***.We have reviewed your claim that CenterPoint Energy’s contractor, [redacted] (***) damaged your property in the process of installing new electrical linesThe installation occurred in the first quarter of It is our understanding that they restored your property to with the exception of your driveway We have reviewed the pictures taken by [redacted] of the damaged drivewayThere are many damages in areas were [redacted] did not boreAlso, the boring performed by [redacted] is at a depth of plus feetCenterPoint Energy is in agreement with the denial of your driveway and is satisfied that [redacted] restored your yard to normal.Certainly, we regret any inconvenience this incident caused you However, based upon our investigation we will be unable to assist you in this particular instance.Sincerely, CenterPoint Energy
Please note several readings was acquired at the above service address which confirmed that the previous monthly reading of (on January 29, 2018) was accurateOur records indicate she contacted CenterPoint Energy Customer Service to dispute a high billPlease 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, the reading was 688, the next scheduled meter reading was January 29, where the meter read 892, February 4, acquired a meter read of 970, February 20, you contacted CNP Customer Service giving a read of and a special reading was obtained at your request on February 23,of The current invoice billed on February 28, and reflected a reading of for ccfs used for the billing period of January 29, through February 02, for a total bill of $Please understand no anomalies were found during our technician’s investigationBased 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, through February 28, billing cyclesPlease 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 months at the service address for their reviewPlease 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 belowThis 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
This is in response to BBB 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]
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/a disconnection notice was mailed to the address listed above for the past due amount of $The notice stated that if the past due payment was not received by 10/20/the service would be disconnected for non-payment The notice also included the applicable fees related to service disconnectionAccording to the rules set forth by the Railroad Commission of Texas:CENTERPOINT ENERGY RESOURCES CORPD/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 days after issuance or such other period of time as may be provided by order of the regulatory authorityA 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 days of their issuanceIn 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 installmentsA 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 working days after the bill has become delinquent and if proper notice has been givenProper notice shall consist of a mailing or hand delivery at least five working days prior to a stated date of disconnectionSaid 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 fileThe 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 $refund to the customer is not warranted and will not be given Respectfully, Executive Administration OfficeCenterPoint 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
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 $insread of $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/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 is in response to BBB complaint# [redacted] submitted by [redacted] residing at [redacted] ***.Thank you for your patience, we are currently in the process of investigating the issue and awaiting the results. We will provide an update once... available. Respectfully, Ana [redacted] CenterPoint Energy
This is response to Revdex.com complaint# [redacted] submitted by Mr [redacted] r [redacted] On 12/3/an online request was created to start natural gas service at the above service addressAt the time the request was entered there was an advisory stating, “our current processing time is 5-business daysWe apologize for any inconvenienceIf you have an urgent matter, please call customer service.” On 12/15/the request for new service was entered and on 12/16/an email was sent to Mr [redacted] explaining an order was created for 12/18/2015and an adult of at least years of age would need to be presentOn 12/17/2015, Mr [redacted] contacted customer service and requested to re-schedule the appointment and add a call aheadThe representative re-scheduled the appointment for 12/21/with a call aheadThe representative explained the call ahead rules in detail and advised the call ahead would be by an automated system and provided which prompts to select On 12/21/two call ahead attempts were made however there was no answer and the technician cancelled the orderMr [redacted] contacted customer service and the representative explained that the order would need to be scheduled for the next business dayMr [redacted] requested to speak with a supervisor and the supervisor stated the same informationThe order was scheduled for 12/22/and completed as scheduled We do apologize for any inconvenience experienced and greatly appreciate this opportunity to address Mr [redacted] concerns Respectfully, LaToya J [redacted] CenterPoint Energy
This response is in reference to complaint number: [redacted] Please be advised that we have completed the requested disconnection on Thursday 12/15/ If there are any other concerns, please feel free to contact usRespectfully, CenterPoint Energy
This communication is in reference to complaint #: [redacted] We have received the complaint regarding service address of Richmond Ave # Houston, TX After reviewing the full complaint, the electric service was interrupted on 09/12/at 5:10PM due to a bad transformer that needed to be replaced The service was fully restored on 09/13/at 2:50AM The complete outage duration was hours and minutes Also per our records the customer contacted CenterPoint Energy on 09/12/at 5:20PM and reported “lights out” The customer then called again on 09/13/at 2:22AM to report the duplicate “lights out” issue On 09/12/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/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- 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- Respectfully, Executive Administration Office
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 providingWe appreciate him for making his grievances known and want him to know that we do not take his dissatisfaction lightlyWe 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 Moorder was created on 06/19/15, for [redacted] and scheduled for 06/22/ 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 codePlease 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 752-or 659-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 concernWe value [redacted] and [redacted] as our customer and we look forward to serving them better in the future Respectfully, Natalie E [redacted] 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, They have done nothing to remove the stub pole they left They have not put the tension rod back yet they need to do their job I was told that I would only have one pole That obviously was NOT true
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 Ms [redacted] did not enroll for My Account Online until 2/16/17, which is only utilized for viewing billsIf Ms [redacted] is requesting notification she would be required to enroll her account to Online Billing and setup a payment alert (via email or text) and paperless option (via email)This will allow Ms [redacted] to receive notificationsPlease note the bills are being mailed to the service address listed aboveOn 2/9/a shut-off notice was initiated with a balance of $and a due date of 2/20/On 2/17/a payment in the amount of $posted via our Customer Self ServiceAt which time the account was noted although disconnect for nonpayment was not canceled, this was due to inadequate paymentOn 2/22/a payment alert notification was sent advising $is due bay 2/27/and a second payment alert on 3/1/advising $was due 2/27/CenterPoint Energy was not found to be negligent in notifying Ms [redacted] Based on the information above we do not believe any adjustments are warranted Respectfully, Ana [redacted] CenterPoint Energy
RevDex.com: This letter is to inform you that CenterPoint Energy has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/5/and assigned ID [redacted] Sent: Friday, March 30, 6:PM Subject: Fw: You have a New Message from Revdex.com Regarding Complaint # [redacted] [redacted] Dear [redacted] ***: This message is in regard to your complaint submitted on 3/5/against CenterPoint Energy Your complaint was assigned ID [redacted] You recently filed a complaint on the above mentioned company The last we heard from you the issue was not resolved Please provide us with an update and advised which items (if any) remain unresolvedPlease complete and return it as soon as possibleAre the issues resolved? ___YES_________Yes _____________No If yes, when was the issue resolved? ON the 22th The company lied to you and to me and said that I had received the check on the 8th but it was two weeks later before I received the check.__________________________________________________________________________...⇄ If no, what issues remain outstanding? ________________________________________________________________________________...⇄ ________________________________________________________________________________...⇄ Did you ever file your case through the court system? _____________ If so please include a copy of your filing or judgment for our filesSignature: _____ [redacted] ***________________________Date: ______3/31___________________ Please respond just as soon as possible to this inquiry Feel free to email the information to [email protected] ; make sure to reference your case number
Thank you for your patience, Mr [redacted] spoke with a CenterPoint Energy director and was able to voice his frustration with CenterPoint Energy agentsMr [redacted] has our director's number if he has any future concernsRegards,Angela [redacted]
This is in response to complaint # [redacted] submitted by the [redacted] ***Our records reveal that the request to restore service had already been worked complete by the time the complaint was received by CenterPoint EnergyRegards, Angela B [redacted]
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 $was returned on 6/10/by her bank due to a STOPPED PAYMENT was placed on the check, therefore applicable fees were assessed including a late fee of centsThe second returned check for $was returned on 9/9/by her bank for INSUFFICIENT FUNDSAgain the applicable fees were assessed including a late fee of centsIt 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 toOnce 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 accountThe charges are valid and we will be unable to remove or credit any of the fees.Regards,Angela [redacted]