06/16/2015- HECO Response to Customer ComplaintCase # [redacted] We appreciate the opportunity to respond to Mr***'scomplaint regarding his high bill inDecember 2014.In December 2014, the meter read for the [redacted] household read unusuallyhigh at kWh per day compared to the average usage per day of kWh Our Customer Assistance Representative reviewed Mr***'s accountwith him on January 27, to identify probablecauses for this high increase To determine if the meter was read incorrecdy, a check read was also issued on January 29,2015.On January 30, 2015,the check read validated the meter readingand no issues were found with the meter itself.Also, readings of electricity usage in subsequent months returned to the lower average levels recordedduring However, because Mr [redacted] is still concerned about the accuracyof his meter, to help address his concern,we will replace the meter.The Customer Assistance Center also receivedMr***'s letter on March 6, concerning his December billing statementand requested a call back from the company We deeply apologize that he did not receivea response.After furtherreview and discussions with Mr***, Hawaiian Electricwill credit Mr***'s account for $692.98which is the difference betweenhis December billingstatement of$and the previous11-monthaverage billing amount of $221.64.We value our customers and we sincerelythank you for the opportunity toaddress Mr***'s concern
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Doug called me back to understand the situation and what could have been done by the representative, but failed to do soOverall he handled the customer service very well in a calm tone and I was very satisfied that he resolve my situationComing from a customer service background myself for years, I wish that *** customer service representatives would provide better experience for customers and at least find a solution to a customers issue in certain situations rather than them saying "NO" or we can't help you." For Example, look at ***.comThere are so many complaints on regards to your customer service and also from my friends and family experienced at least one bad customer service from ***Either they need to be replaced or needs more customer service trainingThe reps are making a bad name for you all! It's embarrassing to have 1/- star rating on [redacted] 's only [redacted] company in ***I rarely do complaints and this is my first Revdex.com complaint I ever doneThank you Doug for you assistance and I will continue to be a satisfied customer with ***Have a good day Sincerely, [redacted]
06/16/2015- HECO Response to Customer ComplaintCase # [redacted] We appreciate the opportunity to respond to Mr***'scomplaint regarding his high bill inDecember 2014.In December 2014, the meter read for the [redacted] household read unusuallyhigh at kWh per day compared to the average usage per day of kWh Our Customer Assistance Representative reviewed Mr***'s accountwith him on January 27, to identify probablecauses for this high increase To determine if the meter was read incorrecdy, a check read was also issued on January 29,2015.On January 30, 2015,the check read validated the meter readingand no issues were found with the meter itself.Also, readings of electricity usage in subsequent months returned to the lower average levels recordedduring However, because Mr [redacted] is still concerned about the accuracyof his meter, to help address his concern,we will replace the meter.The Customer Assistance Center also receivedMr***'s letter on March 6, concerning his December billing statementand requested a call back from the company We deeply apologize that he did not receivea response.After furtherreview and discussions with Mr***, Hawaiian Electricwill credit Mr***'s account for $692.98which is the difference betweenhis December billingstatement of$and the previous11-monthaverage billing amount of $221.64.We value our customers and we sincerelythank you for the opportunity toaddress Mr***'s concern
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Doug called me back to understand the situation and what could have been done by the representative, but failed to do soOverall he handled the customer service very well in a calm tone and I was very satisfied that he resolve my situationComing from a customer service background myself for years, I wish that *** customer service representatives would provide better experience for customers and at least find a solution to a customers issue in certain situations rather than them saying "NO" or we can't help you." For Example, look at ***.comThere are so many complaints on regards to your customer service and also from my friends and family experienced at least one bad customer service from ***Either they need to be replaced or needs more customer service trainingThe reps are making a bad name for you all! It's embarrassing to have 1/- star rating on [redacted] 's only [redacted] company in ***I rarely do complaints and this is my first Revdex.com complaint I ever doneThank you Doug for you assistance and I will continue to be a satisfied customer with ***Have a good day Sincerely, [redacted]