CenterPoint Energy

Home Service Plus used to mean something. I found out today that the "Plus" is no longer meaningful. I have been without heat for 15 hours and cannot get even a slight window of service from CenterPoint. I originally had an 8 - 4 window, which I thought was a long time for no heat in a 0 degree day, but then was told it would probably be sometime before 11:30 PM. So, I am supposed to stay home and be cold, or close enough to get back in 30 minutes (which I have no where to go that close). This is a bogus plan and not worth the money. You would be better serviced by putting the money in an account and then you can have a reputable company come out at a decent time.
I am dropping HSP.

August 31, 2016
Ms. [redacted]

size="3">[redacted]
Chaska, MN 55318-9376
 
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disputed charges on your account at [redacted], Chaska, Minnesota 55318.
As noted in your complaint, CenterPoint Energy installed a new gas line and meter set at your property in October 2015. Since that time, you have been invoiced for the basic customer charge each month (approximately $10 per month), although you have not used any natural gas during that time frame. CenterPoint Energy records also show that you discussed this issue with our staff on multiple occasions during this time, and that our representative agreed to remove the outstanding balance ($35.83) to resolve this issue.
At this time, the natural gas meter at your property has been disconnected and your account has been closed. I have credited your account for the unpaid balance of $35.83.
I would like to apologize for the lack of information you received previously regarding the options for maintaining natural gas service (and associated charges) at your property. If you have any further questions regarding this issue, please contact me.
 
Sincerely,
 
Robin H
Regulatory Liaison CenterPoint Energy

Initial Business Response /* (1000, 5, 2016/02/25) */
February 25, 2016
Mr. [redacted]
[redacted]
Buffalo, MN 55313-1843
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the furnace tune-up performed by Home...

Service Plus (HSP) at your property on February 3, 2015.
As your complaint to the Revdex.com notes, an HSP service technician performed a furnace tune-up at your property prior to you purchasing the home. Although our technician found that the furnace was "very dirty," no carbon monoxide leaks were found, and the system was thoroughly cleaned and found to be operating well.
HSP furnace tune-ups are part of manufacturer-recommended preventative maintenance. CenterPoint Energy considers safety to be a top priority, and as such, the furnace at your property would have been shut down if any unsafe situation was found.
Please note that CenterPoint Energy and HSP do not provide furnace certification or inspection services. Although it is unfortunate that your furnace required replacement after you purchased the home (and more than six months after the tune-up was performed), the age of the appliance would have likely necessitated replacement in the near future at any rate. An HSP furnace tune-up could not have prevented replacing your appliance.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 7, 2016/02/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to your reply it says that you do not preform furnace "certification or inspection services". You don't preform furnace "inspections"? According to the New Webster Dictionary the definition of inspection is to "examine closely". So you don't "examine closely" the furnaces that people hire and entrust you to service and make sure they are safe?
The furnace needed to be replaced at the time of purchase because it was producing unsafe levels of carbon monoxide that your company did not test for even though the furnace was 35 years old.
I used the furnace for about 6 weeks when I moved into the home and during that time I got extremely sick with double pneumonia which is a sign of carbon monoxide poisoning.
After the initial 6 seeks or so that I used the furnace I did not turn it on again until the fall so although it was 6 month later the furnace was not used again after the initial 6 weeks or so.
The furnace did not deteriorate in the 6 weeks of use to the point that it was unsafe and needed to be replaced.
Also, a HSP turn up, if preformed as stated on YOUR checklist- to check the "presence of unsafe levels or carbon monoxide (CO)", would have resulted in the furnace being condemned and the sellers paying $2500 towards the price of a new furnace.
I believe that this was an extremely dangerous situation and that your company was neglectful in their evaluation of the furnace. If you would have preformed a CO test on the flue you would have detected the high CO levels and would have red tagged and turned off the furnace which would have resulted in the sellers paying $2500 towards the replacement with a new furnace.
I am not satisfied with your response and still want you to pay the $2500 that I missed out on towards a new furnace.
See Attachments.
Final Business Response /* (4000, 9, 2016/03/04) */
March 4, 2016
Mr. [redacted]
[redacted]
Buffalo, MN 55313-1843
Mr. [redacted]:
At the time our technician performed the furnace tune-up at your property (February 3, 2015), the carbon monoxide (CO) levels detected directly at all four burners was measured at a maximum of 35PPM, which is well within the acceptable safety range for a furnace. Our technician also found that the furnace was properly vented with good airflow, so this CO (a normal byproduct of combustion) would have vented outside your home.
Please also note that no ambient CO readings were detected in your home at the time our technician was at your property.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy

Initial Business Response /* (1000, 5, 2015/09/29) */
September 29, 2015
Mr. [redacted]
[redacted]
Minnetonka, MN 55345-3022
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com of Minnesota regarding the disconnection of your natural gas service...

at ,[redacted] Minnetonka, Minnesota 55345.
CenterPoint Energy records show that the gas meter at your property was replaced on August 27, 2015. As you note, you were not at the property at this time, so our technician left a door tag notifying you that the meter was turned off and to call CenterPoint Energy to have your service restored.
However, because you were unaware that the meter had been replaced, you then called a repair person to determine why you had no hot water. The cost of this repair visit was $189. When you requested to have this amount reimbursed to you, your claim was denied.
You note that you were unaware that the gas service at your property had been turned off, and that no phone call or email was sent to notify you that this had occurred. To resolve this issue, and in the interest of good customer relations, I have credited your account for the cost of the unnecessary water heater repair ($189).
Please contact me if you have any further questions regarding this issue.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]

Initial Consumer Rebuttal /* (2000, 6, 2015/09/29) */

I am rejecting this response because:
I do not know the account number, the services I am being charged for were looked up by Center Point Energy using the address on the account.  I contacted Xcel Energy and was informed that they do not have anything to do with the "Home Service Plus" account with Center Point Energy in which I am being charged for via my utility bill with Xcel Energy.
The address in question:
[redacted]
Cottage Grove, MN 55016

Initial Business Response /* (1000, 5, 2014/08/14) */
This is in response to Revdex.com Case #[redacted] submitted by [redacted] regarding the premise at [redacted] Little Rock, AR 72206.
After a thorough review of our records we were able to determine that the account for [redacted]...

was established on 05/07/2013.
Please be advised that the $100.00 that the customer refers to is not a late fee, but a Security Deposit. In accordance with the Arkansas Public Service Commission (APSC) General Service Rule's utility companies are encouraged to require a deposit for customers who prove to be a credit risk. The purpose of the Security Deposit is to decrease the likelihood of an outstanding balance in the event the account is closed for non-pay. By keeping bad debt write offs down other rate payers are protected as well, since a portion of bad debts are recovered under rate structure. The General Service Rules allow for a deposit to be required or increased when the following circumstances occur to name a few:
Payment is received beyond the due date three times in any twelve month period.
Payment is received beyond the due date in two consecutive months.
Account is disconnected for non-pay.
Payments are returned any two times in a twelve month period by a financial institution.
Listed along with this letter is the ledger showing all of the debits and credits applied to the account since the account was established (please note overlap starting with 04/04/2014 date). As you can see from the information below the account we regret has been paid after the due date on several occasions, which is considered late. Specifically, the time frame from October 28, 2013 to January 28, 2014. This three month period with no payment alone would be sufficient reason to require a security deposit on the account. Regrettably, no payment has been made on the account since 05/10/2014.
In addition, we regret the account was disconnected for non-payment on 03/07/2014. That is when the Security Deposit of $100.00 was required on the account. The deposit was billed to the account on 03/14/2014 along with the connect fee of $37.00. The only other charges billed to the account are for the actual gas consumption and the late fees billed to the account, once the due date has passed and the balance is still outstanding. Please be advised that the late fee is being billed in accordance with our approved company tariffs and the APSC General Service Rules.
On 01/27/2014 the customer advised the company that she had a hot water leak and wanted to know if that would impact her usage. The representative informed her that it would as well as informed her of her options at that time to make payment arrangements on the account or seek a Medical Certificate. The customer advised she would be seeking assistance from an Agency the next day.
The next time that we visited with the customer was on 02/27/2014 when the customer called to see if we had received a payment from an Assistance Agency, which we regret we had not. Subsequently, the service was disconnected for non-payment on 03/07/2014. We spoke with the customer again the next day on 03/08/2014 when she called to see why she did not have gas service. We advised that the service had been disconnected for non-payment. On 03/10/2014 the customer attempted to reconnect service via the web, but was denied due to lack of payment. On 03/13/2014 a payment was made and the service was reconnected on 03/14/2014.
The $100.00 Security Deposit was billed to the account in two installments of $50.00 with the next two invoices due to the account being turned off for non-pay.
Our records reflect that the customer spoke to a Supervisor on 08/13/14, and the late fees and billing were explained in detail. An agreement was made to reverse the late fees in question as a onetime courtesy.
At this time the customer owes a balance of $264.79, which is an accumulated balance for gas consumption and the unpaid deposit for the past several months. The ledger below clearly shows how the balance was accumulated. As a onetime courtesy the late fees that were charged on the following dates for a total of $31.30 have been reversed. Therefore, the current invoice that was mailed on 08/12/14, in the amount of $296.09 is minus $31.30, leaving the customer a remaining balance of $264.79 due 09/08/14.
01/03/14 - $4.33
02/06/14 - $5.39
03/12/14 - $5.34
04/09/14 - $4.22
05/08/14 - $3.90
06/09/14 - $3.24
07/31/14 - $2.76
08/11/14 - $2.12
We hope this information will provide clarification to Ms. [redacted]'s concerns. We regret any inconvenience that Ms. [redacted] may have encountered as a result of this matter. We thank Ms. [redacted] for allowing us the opportunity to respond and for making her concerns known to us.
Respectfully,
[redacted]
CenterPoint Energy
One item to note: When a customer makes a payment over the phone or through BILL MATRIX this is a multiple step process and shows as three transactions on the account, for example the payment for $150.00 on 05/10/2014. The balance owed on the account before the payment was made was $335.06 and after the payment settled the balance owed was $185.06.
Customer Name: [redacted]
Service Address: [redacted] Little Rock, AR 722206

I am very satisfied with American Rug Laundry for the quality of their work and for their response to a problem in the recent cleaning of my rug.

I have taken a variety of wool, handmade rugs to them to be cleaned for a number of years. I have always been satisfied with the results. When I have questions about the cleaning process or the construction of a rug, they have given well-informed answers I found very helpful. This company has earned my trust.

American Rug Laundry's response to a problem which occurred during the cleaning of an 8' x 10' hand made rug is a model for other services. The owner called to tell me of a stain which appeared after the rug was cleaned. After discussing several options for restitution, we agreed he would replace the rug with one of my choice in a similar weave. I appreciated that cost was not part of our negotiation.

I was treated with courtesy and respect like any customer during our negotiation and while making my selection. Other employees approach customers in this manner too.

Good Morning Mr. [redacted],   This complaint  was forwarded to me from [redacted], arear manager  of Weatherford, Ok.   Local management has agreed to waive the deposit due to the 911 address mix-up. We do apologize for the mix-up on the 911  address, but I do not see any...

references to an 911 address change request until now. This address has now been corrected to [redacted] [redacted]., Hydro, OK   The balance on their account  of $ 75.78 . We can set this up on installments for 6 months @ $12.63 per month. Mr [redacted], if the customer agrees to this payment plan please let me know.

Initial Business Response /* (1000, 5, 2014/02/25) */
February 25, 2014
[redacted]
Cn Rapids, MN 55448-4410
Dear Regis:
This letter responds to your complaint to the Revdex.com (Revdex.com) regarding disputed charges at [redacted] Cn Rapids,...

Minnesota.
CenterPoint Energy began invoicing you for gas service at the above address on June 17, 2013, as your name was given as the responsible party by the former property owner. We spoke with you on that date, at which point you stated that you were not responsible for the gas service. You also requested that the gas meter should be disconnected. However, you then called again on June 20, 2013, to request that we cancel the disconnection process. I have checked company records, which confirm that no mistake was made on CenterPoint Energy's behalf regarding your account.
Because you requested that the meter not be disconnected, you continued to be billed until December 15, 2013, which resulted in total charges of $151.99 on your account. Another party then took responsibility for the gas service on December 16, 2013.
However, because you did not reside at the property during the time period you were billed for the gas service and should not have been responsible for the accrued balance, I have removed all charges from your account. Your account balance is currently $0.
Please contact me if you have any further questions regarding this issue.
Sincerely,
[redacted]
Customer Service
CenterPoint Energy
[redacted]

I am rejecting this response because:
I spoke with Greta [redacted] (who, for the first and only time, called me AFTER the Revdex.com complaint was submitted). And, what she meant by the "investigation revealed" (in their letter) is that the "Technician said" the leak was caused by a "pin hole" in the rubber connector hose. It's questionable that any claim, especially one of this amount, is left to the "word of the Technician" to determine liability. NO "investigation" was conducted, and in addition to their very poor communication, that is our main complaint.
Greta [redacted] cannot tell me whether or not the video (we provided) was watched. Whenever CenterPoint Energy (HSP) will review the attached video, they'll find that the connector hose their Technician claims is responsible for the leak, isn't even leaking water (which can even lead to the conclusion that the Technician is possibly responsible for putting the hole in the hose when disconnecting it from the pump/motor).
From their response letter, I strongly reject that "CNP provided service ... and will not consider ... reimbursement of 42 months of service call fees." Here's why: 1) this was our very first service call, 2) the service wasn't satisfactory (as the dishwasher still doesn't work!!!), and 3) according to the law, if "service insurance money" is collected and the customer isn't satisfied, those fees are due as a refund. So while she is correct that they "provided service," it's not near correct that it was satisfactory service (otherwise there wouldn't have been 12 service calls and a dishwasher that still does not work!).
Sincerely,
[redacted]s
(PS - It would be nice if a company that has collected this much money from us could get my name right ... it's spelled 2 different ways in their letter - [redacted] and [redacted] - BOTH wrong!)

Initial Business Response /* (1000, 5, 2014/11/24) */
This is in response to Revdex.com Case# 57294069 submitted by Ms. [redacted] regarding the premise at [redacted] Converse, TX 78109-9700.
We were able to determine that Ms. [redacted] requested new service at the above...

premise on 11/20/14. She was advised that a security deposit of $70.00 was required after performing a soft credit check and that the $70.00 deposit must be reported before 7:00 PM to a customer service representative with her receipt number and the $40.00 service initiation fee would be billed.
Although, the customer has a stamped receipt from the authorized payment agency that the deposit was paid, please be advised that the customer is required to call us back and report the receipt number to a customer service representative before 7:00 PM. Resultantly the Move-In order was cancelled as the deposit was not reported to CenterPoint Energy by the specified time.

Subsequently, Ms. [redacted] contacted CenterPoint Energy on 11/21/14, and spoke to a supervisor and the cancellation of the initial Move-In order was explained to Ms. [redacted] in detail. She was advised the deposit was required to be reported to a customer service representative on 11/20/14, before 7:00 PM. The customer requested the Move- in order for 11/21/14, and accepted the same day service fee. The supervisor agreed to bill the same day service fee in the amount of $47.70 in order for the customer to obtain same day service and the $40.00 service initiation fee was billed as well. The Move-in order was completed on 11/21/14.
Based on our findings as well as the recorded call that we were able to retrieve, we confirmed that Ms. [redacted] was advised by the customer service representative on 11/20/14, that the $70.00 deposit must be reported before 7:00 PM on 11/20/14 to a customer service representative along with her receipt number.

We were successful in speaking with Ms. [redacted] on today and the above was explained in detail. We regret we will be unable to honor Ms. [redacted]'s request to waive the same day service fee in the amount of $47.70 as the customer was instructed by the customer service representative on 11/20/14, that the $70.00 deposit must be reported before 7:00 PM on 11/20/14 to a customer service representative along with her receipt number.
We thank Ms. [redacted] for allowing us the opportunity to research her concerns. We value Ms. [redacted] as our customer and we look forward to serving her better in the future.
Respectfully,
[redacted]
CenterPoint Energy

Initial Business Response /* (1000, 8, 2015/11/10) */
November 10, 2015
Mr. [redacted]
Minneapolis, MN 55434-2769
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding your reimbursement claim for the...

Replacement Assistance Plan (RAP) contract at your property at [redacted], Minneapolis Minnesota 55434.
As your complaint states, your RAP claim for reimbursement for the replacement of your refrigerator was denied by our office due to your recent change of service address. I have reviewed your account and determined that your RAP claim may have been processed in error.
Please resubmit your RAP claim documentation to me directly at:
Robin H
CenterPoint Energy
[redacted]
[redacted]
Minneapolis, Minnesota 55459-0038
Upon receipt, I will ensure that your RAP claim is processed by management as quickly as possible. I look forward to hearing from you.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/11/20) */

Thank you for your patience regarding Revdex.com Complaint# [redacted] for [redacted] located at the address of [redacted] in Sleep Eye, MN.
...

We tried contacting Mr. [redacted] by phone today and the call went unanswered; and the voicemail was full and we could not leave a message.
We would greatly appreciate your assistance by responding to this email as soon as possible to let us know a day we can schedule repair visit. (Monday through Friday only).
Sincerely,
Shauntee [redacted]

Thank you for your patience regarding Revdex.com Complaint # [redacted] for Mr. [redacted] located at the address of [redacted]...

[redacted] Minneapolis, MN.
According to our records Mr. [redacted] started contacting CenterPoint Energy on 12/28/2016 regarding a part (inducer motor) needed for his furnace. Please note that the part was delivered to the subject address on 12/30/2016. On 1/2/2016 Mr. [redacted] contacted CenterPoint Energy to inform us that his furnace was still not working and scheduled an appointment via Home Service Plus. Mr. [redacted] was advised that appointments are all day, with a scheduled time of 11:00 a.m., through 11:00 p.m., weather and work load permitting. Please note that an Home Service Plus technician arrived on 1/2/2016 at 11:27 p.m. and completed the needed repairs, leaving the furnace working fine.
We apologize for any inconvenience this matter may have caused Mr. [redacted] and greatly appreciate his ongoing business.
Sincerely,
Shauntee [redacted]

Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Ms....

[redacted] located at the address of [redacted] in Victoria, MN 55386. We ask that you please refer to the above attachment regarding Ms. [redacted]’s response to her claim # [redacted] filed. If you have questions please contact me. Sincerely,
Shauntee [redacted]

Mr. [redacted]:Please provide a brief description of the issues you have experienced so that they can be addressed.
 
Sincerely,
 
Robin HRegulatory LiaisonCenterPoint Energy

May 2, 2016
Mr. [redacted]

size="3"> [redacted]
Mound, MN 55364-9250

Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding your account for natural gas service at [redacted], Mound, Minnesota 55364.
Your complaint states that CenterPoint Energy disconnected natural gas service to your property after processing your request to start service at a new residence [redacted] Zimmerman, Minnesota. You also state that you were held responsible for gas charges at the property in Zimmerman despite never closing on that home.
To resolve these concerns, I have investigated this issue and ensured that your account has been billed correctly. All charges related to the address in Zimmerman have been removed from your account, and billing has been reinstated in your name for your property at [redacted], Mound, Minnesota. Your account has not been referred to a Collection Agency, and no late fees or other penalties have been assessed by CenterPoint Energy.
Your complaint mentions that CenterPoint Energy shut off natural gas services to your home during the course of this transaction. In the email correspondence dated November 30, 2015, our representative explained that CenterPoint Energy requires customer information to start a new account after an account is closed, and without that information, the natural gas service at the property may be disconnected.
CenterPoint Energy records show that notification of this policy was provided by our representative on November 30, 2015:
ADDRESS: [redacted] MOUND, MN
We have received your request to discontinue the natural gas service at [redacted] MOUND, MN and a service technician will shut off service on 12/15/2015.
TO AVOID DISCONNECT / PLEASE PROVIDE FIRST AND LAST NAME OF NEW OCCUPANT
I would like to apologize for any inconvenience you may have experienced as a result of these issues. At this time, your account has been rebilled correctly.
If you have any further questions, please contact me.
Sincerely,
Robin H Regulatory Liaison CenterPoint Energy

Centerpoint turned off my gas today to perform repairs, something they were doing throughout our neighborhood. I received an e-mail indicating I need to be home so they can turn the gas back on. As if I can take off work because they decided to work on this, but I obviously understand the need to ensure everything is safe. However, I called to setup a time for them to come over in the evening when I know I will be home and was informed I could not make an appointment. I must be home first, then call and wait around until someone decides to show up to turn my gas back on, which could be well after midnight. This is absolutely unacceptable! If they are going to initiate the problem, they should be bending over backwards to work with me on getting my gas back on!!!

June 3, 2016 Mr. [redacted] Minneapolis, MN 55408-2127   Mr. [redacted]: This letter responds to your...

complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of the air conditioning system by Home Service Plus (HSP) at [redacted], Minneapolis, Minnesota 55408. CenterPoint Energy records show that your air conditioning “mini-split” system was sold and installed by HSP in July 2005. HSP has made multiple repairs to this system since installation, but in May 2016, HSP technicians found that the appliance may be unrepairable, due to the fact that required parts are no longer manufactured. However, multiple HSP technicians returned to your property on June 1 to further investigate this issue and repair the appliance, which was successfully repaired and tested to function properly. Please note that the total cost of these repairs (parts and labor) was $1,436.17, but that you were charged for only the cost of your HSP Repair Plan. If you have any further questions regarding this issue, please contact me. Sincerely,   Robin H Regulatory Liaison
CenterPoint Energy

Thank you for your patience in our second response regarding Revdex.com Complaint # [redacted] listed in the name of Mr. [redacted] located at the address of [redacted] Minneapolis, MN. 55422
Please note in light of the second response received we have included a copy of your charges for your review. We will remove the late fees incurred on 5/3/16 and 6/2/16; which will leave an overall credit balance of $12.04 after the adjustments have been made.
Please find the most recent charges located in the attachment; and please do not hesitate to contact us if additional assistance is required.
Sincerely,
Shauntee