CenterPoint Energy

Initial Business Response /* (1000, 5, 2015/01/13) */
January 13, 2015
Ms. [redacted]
[redacted]
Saint Michael, MN 55376-4543
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the dates you were billed...

for gas service at [redacted], Buffalo, Minnesota 55313.
Your complaint states that you moved from your former property as of November 20, 2014, but that you continued to be billed for gas service until December 15, 2014. To resolve this issue, I have confirmed that you should no longer have been responsible after November 20. You will receive a corrected final bill for gas service through November 20, 2014, and will not be billed for gas used after that date.
I would like to apologize for any inconvenience caused by this issue. Please contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
[redacted]

Final Consumer Response /* (2000, 5, 2016/02/11) */
I wanted to let you know that someone from CenterPoint contact me and informed me that after further investigation it had been determined that the representative that I had worked with when setting up my Furnace Tune-up appointment erred...

and didn't check to see if I meet all the requirements for receiving the rebate. Due to the error they have agreed to honor the $25 rebate and will be sending me a visa gift card in the mail which I should receive in a few days. I will let you know when it arrives.
Thank you in advance for your assistance with mediating my complaint.
Best regards,
[redacted]
[redacted]copied and pasted from email.

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

in the name of [redacted] located at the address of [redacted], Princeton, MN.
According to our records on 4/27/16, CenterPoint Energy mailed Mr. [redacted] [redacted] a shut off notice to collect a past due amount of $63.15 by 5/7/16, in order to avoid service interruption. The current charges of $60.64 are by 5/25/16, for a total of $123.79. When no payments or payment arrangements were received by the shut off invoice date, gas service was interrupted on Friday, 5/20/16. 
[redacted] contacted customer service in an attempt to process payment via CenterPoint Energy’s Online Service. The representative informed Ms. [redacted] of the detailed amount and information necessary in completing her payment. After Ms. [redacted] contacted customer service again to request a reconnection request for the same day. The representative advised Ms. [redacted] that her appointment time would be between 2 – 8 p.m., and all day as well. However, when our technician arrived at 1:57 p.m., he found no one home.
[redacted] contacted customer service about the missed appointment; and requested that we return the same day. However, after our representative pursued additional assistance on his behalf, it was determined there was no availability to travel back to subject address until Monday, 5/23/16. Please note gas service was fully restored Monday, 5/23/16.
Our goal is to provide you with the best possible service, and when you feel that it fails to meet your expectation it’s important for us to know; consequently we have reversed the reconnection fee incurred in the amount of $28.00 from your gas account.  We thank you for establishing Auto Bank Draft on your gas account; this process should mitigate any payment issues in the future. CenterPoint Energy also offers payment arrangements if necessary.
We are grateful for having the opportunity to assist you and look forward to better serving you in the future.
Thank you,
Shauntee [redacted]

Initial Business Response /* (1000, 5, 2014/06/18) */
June 18, 2014
[redacted]
[redacted]
Minneapolis, MN 55413-2276
Dear Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding repair of your patio.
CenterPoint...

Energy responded to a report of a gas leak at your property, [redacted], Minneapolis, on April 16, 2014, and determined that the service line at your meter was kinked. This service line was replaced later that day to make the situation safe. Then, on May 21, 2014, the gas meter itself was also replaced.
However, as you note, the patio at your home was not repaired until after the meter work had been completed. Our records show that the cement was repaired on June 10th, and the steps were repaired on June 17th.
Because our contractor has completed the repair of your patio, CenterPoint Energy considers this matter resolved. However, I would like to apologize for any inconvenience you may have experienced as a result of this issue.
Please contact me if you have any further questions regarding this issue.
Sincerely,
[redacted]
Customer Services
CenterPoint Energy
[redacted]

Thank you for your patience in our response regarding Revdex.com Complaint
font-family: "Times New Roman","serif";"># [redacted] listed in the name of Ms. [redacted] located at the address of [redacted] in Waseca, MN 56093.  According to our records CenterPoint Energy mailed a shut off notice to the subject address back on 4/1/16 to collect a past due amount of $268.00 no later than 4/16/16 in order to avoid service interruptions. The invoice also included current charges of $64.83 which was due by 4/29/16 for a total of $333.13.  Please understand when no payments or payment arrangements were received in our office the gas service was interrupted for none payment on 4/26/2016.
Please note a payment was received via our IVR automated system in the amount of $242.64 from the total balance of $333.13.  A remaining balance of $90.49 was left, not including the reconnection fee of $28.00 for a total of $118.49; which Mr. [redacted] scheduled via installments to be paid at ($39.50) over the next three months along with the current charges in full each month, by the invoice due date in order to protect the gas account.
A reconnection of gas of gas service was scheduled for 4/27/16; and when our technician traveled to the subject address on 4/27/16 to reconnect the gas service no one was home (2:12 pm). The technician left a door tag indicating that Mr. and Ms. [redacted] had missed their appointment.  Mr. [redacted] contacted CenterPoint Energy’s Customer Service Department after arriving back home to request that we send another technician back to his address to reconnect his gas service. Mr. [redacted] was advised of our same day policy/rule: which advises that all same day requests must be requested, entered and sent to our field operations no later than 2 p.m. Please note that Mr. [redacted] made his request after the time frame allowed (3:19 pm). Our representative apologized for any inconvenience Mr. [redacted] may have experienced and rescheduled his reconnection request for 4/28/16; as gas service was successfully restored.
Sincerely,
Shauntee [redacted]
We apologize for any inconvenience that this matter may have caused Mr. and Ms. [redacted] and for the opportunity to address their concerns; as we do appreciate their ongoing business.
Sincerely,
Shauntee [redacted]

Thank you for your...

patience in our response regarding Revdex.com Complaint # [redacted] listed in the name of [redacted] located at the address of [redacted] Minneapolis, MN 55423.
According to our records Mr. [redacted] contacted CenterPoint Energy for a clothes washer repair on October 9, 2016, and discovered Home Service Plus feature was not extended to the appliance in error.
Please note CenterPoint Energy contacted Mr. [redacted] and added the feature on October 24, 2016; the repairs were completed today and the clothes washer was left working fine.
We extend our most sincere apology for any inconvenience this matter may have caused; as we do appreciate Mr. [redacted] ongoing business. 
Sincerely,
Shauntee [redacted]

Initial Business Response /* (1000, 5, 2014/06/06) */
This is in response to Revdex.com case# [redacted] submitted by Ms. [redacted] regarding the premise at [redacted] Richmond, TX 77406.
Upon receiving the complaint we determined that service was disconnected for non-payment at the above...

premise on 06/02/14. The reconnect order was scheduled for 06/03/14, and an overtime fee for $47.00 was accepted and paid by the customer for same day service.
Regrettably the appointment was not met on 06/03/14, and the reconnect order was rescheduled for same day service on 06/04/14, and the same day service fee was waived. The reconnect order was successfully completed on this same date.
We were successful in speaking with Ms. [redacted] on 06/05/14. CenterPoint Energy's disconnect as well as reconnect process and order scheduling process was explained in detail. She was assured that the initial same day service fee that was paid on 06/03/14, for $47.00 has been reversed and credited back to her account. An apology was extended on behalf of CenterPoint Energy and Ms. [redacted] was accepting of our apology as well as very receptive to the information provided. She acknowledged that she accepted accountability for the service being disconnected for non-payment as it was unintentionally overlooked.
We regret we are unable to waive the reconnection fee in the amount of $42.50, as the fee is warranted and does apply. However, at the time of reconnection of service an additional deposit was requested in the amount of $240.00. We have agreed to waive the additional deposit as a onetime courtesy, which is the greater amount. Ms. [redacted] is aware should service be disconnected for non-payment in the future an additional deposit will be required, however we are confident this will not be the case. Being that the additional $240.00 deposit was paid, at the time of reconnection of service, we have credited this amount back to the account.
We sincerely apologize for any inconvenience that Ms. [redacted] may have encountered as a result of this matter and thank her for allowing us the opportunity to address 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, 2015/10/20) */
October 19, 2015
Ms. [redacted]
Minneapolis, MN 55404
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disconnection of your natural gas...

service at[redacted], Minneapolis, MN 55404.
CenterPoint Energy records show that the gas service at your property was disconnected for non-payment on September 30, 2015, for a past due balance of $63.51. Although your complaint to the Revdex.com states that your service was interrupted due to work on gas service lines in your area, CenterPoint Energy records show that your natural gas service was actually disconnected due to non-payment.
Your natural gas service was been restored as of October 6, 2015, after you paid the total balance owed on your account. Because your service was disconnected with prior notice as required by Minnesota State Rules, CenterPoint Energy respectfully declines your request to credit your account for your October gas charges.
Please contact me if you have any further questions regarding this issue.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (2000, 10, 2015/10/30) */

I have paid for home service plus service for many years. I have used the service once or twice with generally acceptable results.

I tried to use the service today and waited on hold for 20+ minutes and when an operator finally answered she was unable to schedule a service appointment for the next seven days.

The operator cited the "busy season" for a 20+ minute call hold time and seven day waiting period for service.

In my opinion, Home service plus is not worth the money or time.

Very unhappy customer.