CenterPoint Energy

Thank you for your... patience in our response regarding BBB 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 / [redacted] (1000, 5, 2014/03/13) */ March 13, [redacted] Jr [redacted] Saint Peter, MN Dear Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) regarding the denial of reimbursement for the replacement of your clothes washer During your repair visit on October 22, our technician determined your clothes washer was non-repairableYour clothes washer was not covered under your Replacement Assistance Plan because your clothes washer had a pre-existing condition at the time you signed up for the plan Our records indicate your request for service on your clothes washer was made on October 17, 2013, and your enrollment in the Replacement Assistance Plan was on October 17, Home Service Plus does not cover any pre-existing conditionsYou may refer to term and condition number two of your Repair Plan agreement, which states: "Appliances and equipment must meet code requirements and be in operating condition at the time program service begins." We apologize for any confusion you may have regarding eligibility for payment under your Replacement Assistance PlanIf you have any further concerns you may contact me directly Sincerely, [redacted] Customer Services CenterPoint Energy [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1) when I signed the acceptance notice online there was no line on it that it would not be coveredit said I was covered as soon as I signed acceptance 2) it leaked it still ran just leaked was not sure what it was? that is why I have a repair plan too It could be been just a hose ? 3) They kept pushing to sign up for this plan 4) they also sent a letter asking why I had not sent my receipts in yet It said I was covered just fill out this form? 5) I have paid allot of money to cover all my house for repairs , this was just the next step in coverage why no for this I hardly ever use this Final Business Response / [redacted] (4000, 15, 2014/05/02) */ May 2, [redacted] ***, [redacted] XXXXX Dear Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) regarding the Replacement Assistance Program (RAP) claim you filed in October As noted in our previous correspondence, the Home Service Plus Repair Plan (including RAP) does not cover pre-existing conditionsThe Home Service Plus RAP Terms and Conditions, to which you agreed before signing up for the Program, state: HSP's Replacement Assistance Plan applies to appliances currently covered by your existing HSP repair plan at the covered residenceAt the time you enroll in the Replacement Assistance Plan, your covered appliances must meet code requirements and be in operating condition Because you signed up for RAP on the same day that you scheduled a repair for your clothes washer, your appliance is not eligible for reimbursement under RAP, as it was not in operating condition at the time of enrollment Please contact me if you have any further questions regarding this issue Sincerely, [redacted] H Customer Services CenterPoint Energy XXX-XXX-XXXX Final Consumer Response / [redacted] (3000, 13, 2014/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still not accept this because the form I accept on line said nothing about anything wrong with appliances , it was accepted now and right now and I did not call hours later how do you know they know something was wrong when I signed ? plus they should call me I have thousands of dollars in their other programs to pay for this I never said anything about the appliance not be put back together right they left posse and not right the other time s but no you have perfect in everything you do so you do not have pay ? please pay this

This customer is on the cut for non pay list quite oftenOn 6/28he was cut off for non-payOn 6/the Tech stated on his order, "No call ahead, knocked on both doors and no one came to doorTagged doorWe returned on 7/to get gas back on and lit gas water heater

April 5, 2016 Ms. [redacted] ***... [redacted] ***Chanhassen, MN 55310 Ms. [redacted] : This letter responds to your complaint to the RevDex.com (BBB) of Minnesota regarding the refund of the credit balance on your account for natural gas service at [redacted] ***, Bloomington, Minnesota 55420. CenterPoint Energy records show that your account carried a credit balance of $521.82 in January 2016, and that you called to request a refund of this credit balance on January 7 and again on January 25. Because your payments were made to CenterPoint Energy through Checkfree, a third party payment vendor, your money was refunded through Checkfree by CenterPoint Energy’s Remittance Department. This refund was received by Checkfree on February 2, 2016. Typically, this transaction is completed within a matter of days. However, as you know, the refund was not applied to your bank account in a timely manner. You contacted our office on multiple occasions in March 2016 in an effort to locate your refund, and it was not until April 1, 2016 that the funds were deposited in your bank account. On behalf of CenterPoint Energy, I would like to apologize for the delay in applying the refund to your bank account. CenterPoint Energy and Checkfree management are investigating the reason for this delay in an attempt to prevent this issue from occurring in the future. If you have any further questions, please contact me. Sincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted]

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

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 According to our records a shut off notice was mailed to subject address on 6/2/16, to collect a past due amount of $no later than 6/12/to avoid service interruption Current charges in the amount of $were due 6/30/Please understand when no payments or payment arrangements were received in our office by the shut off date of 6/12/16, gas service was disconnected for nonpayment on 6/21/ On 6/22/16, Mr [redacted] contacted customer service and requested the amount needed to restore his gas serviceThe Customer Service Representative advised of the amount Mr [redacted] was shut off for, and transferred Mr [redacted] ’ s phone call to the IVR for payment processingOn 6/28/16, Mr [redacted] made another payment for $however the gas service remained offOn 7/3/16, Mr [redacted] contacted our Customer Service Department again to report an emergency gas odor coming from the gas meter in the front of his address Upon arrival our CNP emergency technician documented that he checked the gas meter, riser and around the entire home and found no gas readings or odors; and left the area safe and leaving the gas service off as he found itFinally, on 7/5/Mr [redacted] contacted Customer Service to inquire why his gas service was still offThe Customer Service Representative explained that an order was never placed to restore service upon the initial request Mr [redacted] informed the representative that he was never advised to report his payment back into our office for restoration of serviceA reconnection order was scheduled for the same day and gas service was reconnected Please note the initial Customer Service Representative failed to provide the necessary information Mr [redacted] needed in reconnecting his gas servicePlease know that expectations of improvement will be communicated to the individuals responsible for mishandling Mr [redacted] ’s restoration process We apologize for any inconvenience that this matter may have caused Mr [redacted] The additional deposit was waived and although he paid a reconnection fee in the amount of $to have his gas service restored, we will gladly reverse it as a onetime courtesy due to missed information that was not provided We thank Mr [redacted] for the opportunity to work on his behalf as we appreciate his ongoing business Sincerely, Shauntee [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/11/14) */ November 14, [redacted] Brainerd, MN 56401- Ms [redacted] : This letter responds to your complaint to the Revdex.com of Minnesota (Revdex.com) regarding the installation of gas service at your property at [redacted] , Brainerd, Minnesota CenterPoint Energy records show that your application for gas service installation was received on August 11, 2014, but that permits from the city of Brainerd were not received until September 17, and required information regarding the location of the sewer line at your property was not received until October Your installation was then scheduled for the week of November 4th but was again delayed due to a scheduling issue with the drilling crew I would like to thank you for your patience despite multiple delays in getting your gas service installedAt this time, your gas service has been installed as of November Please contact me if you have further questions regarding this issue Sincerely, [redacted] Regulatory Liaison CenterPoint Energy [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/11/24) */ This is in response to Revdex.com Case# submitted by Ms [redacted] regarding the premise at [redacted] Converse, TX 78109- We were able to determine that Ms [redacted] requested new service at the above premise on 11/20/She was advised that a security deposit of $was required after performing a soft credit check and that the $deposit must be reported before 7:PM to a customer service representative with her receipt number and the $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:PMResultantly the Moorder 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 Moorder was explained to Ms [redacted] in detailShe was advised the deposit was required to be reported to a customer service representative on 11/20/14, before 7:PMThe customer requested the Move- in order for 11/21/14, and accepted the same day service feeThe supervisor agreed to bill the same day service fee in the amount of $in order for the customer to obtain same day service and the $service initiation fee was billed as wellThe Moorder was completed on 11/21/ 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 $deposit must be reported before 7:PM on 11/20/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 detailWe regret we will be unable to honor Ms [redacted] 's request to waive the same day service fee in the amount of $as the customer was instructed by the customer service representative on 11/20/14, that the $deposit must be reported before 7:PM on 11/20/to a customer service representative along with her receipt number We thank Ms [redacted] for allowing us the opportunity to research her concernsWe value Ms [redacted] as our customer and we look forward to serving her better in the future Respectfully, [redacted] CenterPoint Energy

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] a shut off notice to collect a past due amount of $by 5/7/16, in order to avoid service interruptionThe current charges of $are by 5/25/16, for a total of $When no payments or payment arrangements were received by the shut off invoice date, gas service was interrupted on Friday, 5/20/ [redacted] contacted customer service in an attempt to process payment via CenterPoint Energy’s Online ServiceThe representative informed Ms [redacted] of the detailed amount and information necessary in completing her paymentAfter Ms [redacted] contacted customer service again to request a reconnection request for the same dayThe representative advised Ms [redacted] that her appointment time would be between – p.m., and all day as wellHowever, when our technician arrived at 1:p.m., he found no one home [redacted] contacted customer service about the missed appointment; and requested that we return the same dayHowever, 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/Please note gas service was fully restored Monday, 5/23/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 $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 futureCenterPoint 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, 7, 2014/07/18) */
This is response to Revdex.com Complaint # *** submitted by *** *** for service address *** Houston, TX
After receiving Mr***'s concerns, they were forwarded to our Claims Department***,
Claims Supervisor, contacted Mr*** to discuss his concerns and requested a copy of the electrician's billWe are now in receipt of the bill and will further investigate the claim and provide a response as soon as possible
Respectfully,
***
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 9, 2014/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company has had the information, since July 10, *** notified us by email that she was going to call meShe failed to do soCenterPoint has been afforded ample amount of time to respond and refund our money, to date they have not done soThe reason we know that this was a CenterPoint responsibility is because a CenterPoint employee informed us of thisTheir response is not sufficient
Final Business Response /* (4000, 11, 2014/07/30) */
July 2,
*** ***
***
Houston, TX
Re: Claim Number: ***
Dear Mr***:
Your patience during our investigation of your recent claim has been appreciated
CenterPoint Energy makes reasonable provisions to supply steady and continuous electric service to its customers, but we do not guarantee service against fluctuations or interruptionsCenterPoint Energy responded to a trouble call at your home on December 23, Crews found that you had an opening in your underground service drop and referred you to an electrician to have your wires replacedNo repairs were made on the CenterPoint Energy facilities
A trouble call was received on April 18, for dimming lights, the crew found and repaired a connection inside the CenterPoint Energy transformer and your power was restored to normal
In Texas, a public utility's tariff governs its dealings with its customers and has the force and effect of the lawUnder its Tariff, on file with the Texas Public Utilities Commission, CenterPoint Energy cannot pay your claim for damage to your customer owned underground service dropA copy of Paragraph of the Tariff is attached for your convenienceAdditionally, the Tariff, in Paragraph provides that it is the customer's responsibility to provide protective devices for equipment whose performance may be altered by fluctuations in voltage or single phasing
Certainly, we regret your expense and inconvenienceHowever, based upon the provisions in the attached Tariff, we will be unable to assist you in this particular instance
Sincerely,
CenterPoint Energy
Sandra Rawls
Claims Representative
(713) ***

Thank you for your patience in our response to Revdex.com complaint# *** listed in the name of *** *** located at the address of *** *** ***
** Minneapolis, MN According to our records on Tuesday, 7/5/Mr*** *** contacted CNP Customer Service to request a high bill complaint investigation. Our CNP representative advised Mr*** that the order would be scheduled for the same day; adding a phone call ahead on the order requestedHowever, upon our Field Services receiving the High Bill Investigation request, it was then determined that the subject location had an older ERT (Electronic Remote Transmitter) device on the gas meter, and it was time for an upgrade; therefore the appointment was rescheduled for the next day on 7/6/16. Please note on 7/6/16, our field technician obtained a gas meter and ERT reading of 4242, which confirmed that the last invoiced meter reading of on 6/21/as accurateMr*** ERT gas metering device was successfully exchanged with an upgraded model
Please understand our policies and processing timeframes on High Bill Investigations and ERT exchange requests does not require the presence of anyone as long as the meter is accessible; and the orders are normally worked 3-days out from the date requested
We sincerely apologize for any inconvenience that this matter may have caused youWe have issued a credit in the amount of $as onetime courtesy of goodwill toward your gas accountPlease know expectations of improvement have been clearly communicated to the representative who failed to provide accurate information. We thank you for your business and we look forward to better serving you in the future
Sincerely,
Shauntee ***

October 7, Ms*** ***
face="Times New Roman"> *** *** *** *
Minneapolis, MN 55417-
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the replacement of the natural gas meter at your property at *** *** *** ***, Minneapolis, Minnesota 55417- CenterPoint Energy records show that the natural gas meter at your property was replaced on September 15, as the screws on the equipment were brokenLater that same day, you contacted CenterPoint Energy to request that your gas service be reconnected, but then called again to ask that the order be rescheduled for the next dayYour gas service was then reconnected on September Please note that I have contacted CenterPoint Energy’s contractor, RMR Services, to ensure that any notes left at a customer’s property will clearly indicate CenterPoint Energy’s contact information On behalf of CenterPoint Energy, I would like to apologize for any inconvenience you may have experienced as a result of the replacement of the natural gas meter at your propertyHowever, CenterPoint Energy respectfully declines your request for compensation for this issue Sincerely,
Robin H Regulatory Liaison CenterPoint Energy

Initial Business Response /* (1000, 5, 2014/08/13) */
August 13,
Mr*** ***
***
Brainerd, MN 56401-
Dear Mr***:
This letter responds to your complain to the Revdex.com (Revdex.com) of Minnesota regarding the reconnection of your natural gas
service after your meter was replaced
CenterPoint Energy records show that your gas meter was replaced on August 6, Because no one was home at the time, our service technician was unable to relight the pilot lights on your appliances after the new meter was installedAnd, when a second technician was sent to relight the pilot lights, we were unable to reach you at the phone number providedThis necessitated a second service call which was completed on August 7,
I would like to apologize for any inconvenience you may have experienced as a result of this issueBut, because your gas service has been restored, CenterPoint Energy considers this matter resolved
Sincerely,
***
Customer Services
CenterPoint Energy

I am rejecting this response because:
The response does not in any way address my concern. Regarding the most recent visit to *** *** ***, we were told that there was a significant Carbon Monoxide leak and we needed to purchase a new furnace through them right away. I immediately called an actual furnace company to get a second opinion and they said there was absolutely no issue. The furnace works great, there is no CO leak and nothing wrong with the furnace, we were told it has many years leftThis dishonest sales practices needs to stop. How many customers have been taken advantage of by this? This is the second time this has been done to us out of calls. All services need to be canceled with you immediately. Any outstanding balances will not be paid and I still demand full refunds for what we have paid you. Additionally, I need to know how to be reimbursed for the two follservices I needed to make with furnace companies when given insufficient service by your company. If this is not addressed promptly, further action will be taken and the attorney general's office will be notified for starters

April 11,
Mr*** ***
*** *** **
Farmington, MN 55024-
Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your range at *** *** ***, Farmington, Minnesota As noted in your complaint, you requested that Home Service Plus (HSP) repair the range at your property in March CenterPoint Energy records show that HSP technicians then made three visits to your home in an attempt to repair your range, but despite multiple repair visits, HSP was unable to complete the repair, as the parts required are no longer manufactured CenterPoint Energy records also show that you signed up for the HSP Repair Plan in January You have been charged only a total of $for the HSP Repair Plan, as the cost of the first two months of the contract were free as part of a promotion
To resolve this issue, I have removed the outstanding HSP charges of $from your accountPlease note that the total cost of the attempted repairs (parts and labor) would have been $if you had not carried the HSP Repair PlanThis amount will not be charged to you If you have any further questions, please contact me Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***

Initial Business Response /* (1000, 8, 2015/08/11) */
August 10,
*** ***
***
St Francis, MN
Dear Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) in which you stated CenterPoint Energy did not show up in the
timeline provided to you to reconnect your gas services
In your complaint you stated that CenterPoint Energy did not show up within the designated time for your reconnection orderThis was true for your first appointmentThe following appointments were missed, because you were unable to be home for the full day reconnection window
When we received your complaint your gas service was still disconnectedAs you know, I called you the day we received this to schedule a reconnection of gas servicesI was able to provide you with a four hour window for your reconnection, and your gas service was reconnected on July 31,
You may contact me directly if you have any further concerns
Sincerely,
Dominic A
Customer Services
CenterPoint Energy
***
Initial Consumer Rebuttal /* (2000, 10, 2015/08/21) */

Initial Business Response /* (1000, 5, 2014/03/14) */
March 14,
*** ***
***
Minneapolis, MN 55412-
Dear Ms***:
This letter responds to your complaint to the Revdex.com of Minnesota regarding the final bill from your previous residence at
***, Minneapolis, Minnesota
CenterPoint Energy records show that you called to end service at your previous address effective December 19, 2013, resulting in a final balance of $You then paid $on December 26, which left an outstanding balance of $96.47, which was due on January 17, This amount was then forwarded to Diversified Adjustment Services for collection, and you paid the balance in full on March 6,
Your complaint states that you received no notification of the outstanding balanceAlthough CenterPoint Energy mailed your final invoice, it was sent to the Sheridan Avenue address because no forwarding address had been provided
Your final bill has been paid and your credit score has not been affected
Please contact me if you have any further questions regarding this issue
Sincerely,
***
Customer Services
CenterPoint Energy
***

Mr***:
I am unable to locate any account at *** *** ** ** Cottage Grove, MNCenterPoint Energy has no record of your name, phone number, or email address in our billing systemI apologize for this inconvenience, but I will require an account number to locate your account in our systemThank you,
Robin HRegulatory LiaisonCenterPoint Energy

Initial Business Response /* (1000, 5, 2014/04/02) */
April 2,
*** ***
*** *** **
*** ** XXXXX-XXXX
Dear *** ***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the payment issue you experienced in December
As you note, you were a customer of CenterPoint Energy at XXXXX *** ** ** *** *, *** until November 4, Your account was paid in full on December 5, however, please note that the last payment posted to your account was made on July 30, 2013, in the amount of $Presumably, that payment was made in error, as your account had no outstanding balance at that timeThat payment was refunded to you on July 31, 2013, and the refund check was cashed on August 9,
Your complaint states that you mistakenly submitted another payment to CenterPoint Energy in the amount of $on December 2, however, unlike the payment you made in July 2013, this payment does not appear on your account
Because this payment was not made to your account, CenterPoint Energy's cashiering department requires specific payment information to locate the paymentPreviously, you submitted a copy of your bank statement which only showed that a payment of $was made to "CENTERPOINT E**R BILL PAYMT," which is not sufficient information to find and refund the paymentIn order to locate and refund your payment, CenterPoint Energy needs the transaction number and reference ID of the payment itselfThis information can be obtained from your bank
Please also note that CenterPoint Energy receives thousands of payments per day, so this information is necessary to identify (and refund) the payment that you submitted
I apologize for any inconvenience you have experienced in resolving this issuePlease contact me with the above information or if you have any further questions
Sincerely,
*** *
Customer Service
CenterPoint Energy
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I request that this complaint not be closedI understand you get many payments, but that is not my problem or an excuseGreat organizations look at things from the customer's perspectiveSo, my perspective is that I paid you, you cashed my check, and now you have no idea where the money isI showed you on my statement where it is, and you still don't think that is good enough!? This is so frustratingWhy would I lie to you about this?! You need to do what is right and not make me jump through hoops to resolve this issueRefund my money
Final Business Response /* (4000, 9, 2014/04/18) */
April 18,
*** ***
*** *** **
*** ** XXXXX-XXXX
Dear *** ***:
This letter responds to your second complaint to the Revdex.com (Revdex.com) of Minnesota regarding the missing payment you submitted in December
As noted in our previous correspondence, CenterPoint Energy requires specific information to locate and refund the payment you made on December 2, Because the payment was not made to your account, we need the payment's reference ID and transaction number to locate it
Please note that this requirement is not a matter of company policyThis information is needed to determine where your payment was applied so that it may be refunded to you
Again, I apologize for any inconvenience this has caused
Sincerely,
*** H
Customer Services
CenterPoint Energy
XXX-XXX-XXXX

April 22,
Ms*** ***s
*** *** **
Victoria, MN 55386-
Ms***s:
As stated in our previous correspondence, the leak at your dishwasher was not caused by CenterPoint Energy and Home Service PlusAs a result, CenterPoint Energy again respectfully declines your request for reimbursement for property damages CenterPoint Energy records show that the total cost (parts and labor) of the repairs to your dishwasher were $However, you have been billed for only the monthly cost of your Home Service Plus Repair Plan
Finally, our technician tested your dishwasher at the conclusion of the last repair (December 22, 2015) and found the appliance to be functioning properlyIf that is not the case, you may request additional repairs as stated in the terms of your Home Service Plus Repair Plan Sincerely,
Robin H Regulatory Liaison CenterPoint Energy