CenterPoint Energy

Initial Business Response /* (1000, 5, 2015/01/27) */
January 27,
Mr*** ***
***
Eagan, MN
Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the dates that you were responsible for gas
service at ***, Bloomington, Minnesota
Your complaint notes that you sold your home in September 2014, but that CenterPoint Energy did not close your account as you had requestedUpon a review of CenterPoint Energy records, I found that you had requested a service order to disconnect the gas service at your property, but that our technician did not complete this orderInstead, it was noted that the new owners would call to establish service, which did not happenAs a result, you continued to be billed for gas usage
At this time, I have made corrections to your account so that you have only been billed for gas service through September 19, And, as you requested, I have removed your Social Security Number from our records
I would like to apologize for any inconvenience you may have experienced as a result of this issuePlease contact me if you have any further questions
Sincerely,
***
Regulatory Liaison
CenterPoint Energy
***

Thank you for your patience in our rebuttal to Revdex.com Complaint#*** for Ms*** *** located at the *** *** *** Pasadena, TX In response to your rebuttal please note gas service was disconnected for a past due balance which consisted of consumption billed for $from 8/2016, $from 9/totaling $Ms*** made payment in the amount of $which went towards that past due balance of $51.88, the current bill for 10/balance of $29.58, $collection fee, $reconnection fee and a same day/overtime fee of $47.00. Please understand your deposit was waived and not billed or charged. Since receipt of your complaint in our office we reversed your same day/overtime fee of $47.00; thus leaving a remaining credit balance of $on your gas account
In reference to your allegations of our field technician not turning on the gas service; please understand gas service was turned on; however a shut in test is required of all appliances before lighting and exiting the property. Please note your water heater was red tag as it was deemed unsafe to light; and due to the technician feeling unsafe he exited the property without lighting the range as he was not allowed to perform the shut in test required.
Thank you for the opportunity to address your concerns; as we do appreciate your business
Sincerely,
Shauntee ***

Initial Business Response /* (1000, 5, 2014/07/01) */
July 1,
*** ***
***
Minneapolis, MN 55406-
Dear Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your clothes washer
CenterPoint
Energy records show that your clothes washer was repaired by Home Service Plus (HSP) in August, On the initial repair visit of July 27, 2012, our technician discovered that the "boot" required replacementWhen the technician returned on August 2, to install the replacement boot, it was discovered that an incorrect part had been sent, which necessitated another service order on August 7, After installation of the new part, your clothes washer was tested and functioned correctly
On April 4, 2014, you called HSP to report that your clothes washer was leaking and emitting a strong odor of mildew and rustOur technician found that, as your complaint notes, the tub seal had been leaking, which required that several parts in the clothes washer be replacedIn light of the continued issues with your appliance, our supervisor approved the installation of parts not typically covered by the HSP Repair Plan
Although this process required several additional service calls, the repair was completed on June 27, And, although the cost of parts and labor to complete these repairs totaled $1,070, you were only charged for the monthly cost of your HSP Repair Plan
I would like to apologize for any inconvenience you may have experienced as a result of this issueBecause the repair of your clothes washer has now been completed, CenterPoint Energy considers this matter resolved
Sincerely,
***
Customer Services
CenterPoint Energy
***

Mr***:
Our billing system will not reflect this credit until the next invoice is printedThe credit to your account will be displayed on your subsequent invoice which is due to print April (and will be due in May)
The account balance of $is due on April as stated in our previous responseSincerely,
Robin HCenterPoint Energy

I've been without power since Tuesday so it's hard to be accurate and timely. I've been accessing the internet remotely which means I don't have all my records present In short, I've reviewed their comments in more detail and I believe I understand the billing and the credit they've offered better I wanted to amend that $was approved and paid June 22. HOW they applied that and WHEN is in dispute but does not appear material walking back the charges. With Centerpoint's offer of crediting the reconnection fee ($28.00), the remaining fees are the past due amount and the $service charge (which does NOT appear double billed as I had feared) That said, I still have a complaint about how we arrived at the disconnection and their actions/negligence after the online check payment BUT I feel that matter with Revdex.com would be resolved with the credit Centerpoint proposedI have no way to communicate that via the Revdex.com site Thanks!
***copied and pasted from email

September 28, Ms*** ***
face="Times New Roman"> *** *** *** *
Minneapolis, MN 55406-
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the reconnection of natural gas service at *** *** *** ***, Minneapolis, Minnesota 55406- As you know, your natural gas service was disconnected on July 27, 2016, for a past due balance of $After you paid this balance, CenterPoint Energy attempted to restore gas service on multiple occasions, but was unable to do so as you were unavailable during business hoursUnfortunately, CenterPoint Energy was unable to accommodate your request that a technician visit your home after 5PM However, despite multiple unsuccessful attempts, your gas service was reconnected on September 20, As a result, CenterPoint Energy considers this matter resolved Sincerely,
Robin H Regulatory Liaison
CenterPoint Energy

August 11, Ms*** ***
New Roman"> *** *** *** ** Minneapolis , MN
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your refrigerator by Home Service Plus (HSP) CenterPoint Energy records show that an HSP technician visited your property on July 14, to repair your refrigerator, and it was discovered that the solenoid would require replacementUnfortunately, as you stated in your complaint to the Revdex.com, the cost of this part is not covered by the HSP Repair PlanHowever, our technician informed you that the repair could be completed for an additional cost, which you approved at the time of the diagnosisPlease note that any non-covered repairs made by HSP require that the customer approve the cost before the work can be scheduled On July 27, our technician returned and completed the repairs, which totaled $Please note that your HSP Repair Plan covered the labor cost for the first minutes of the repair (typically $95) and that you were charged only $for the labor costs Because you approved the costs of the non-contract repair prior to our technician ordering the necessary parts, HSP respectfully declines to remove the charges related to the repair Finally, our records show that you cancelled your HSP Repair Plan on August Typically, cancellation of an HSP Repair Plan prior to the contract anniversary date would result in the assessment of the cost of any repairs made during that contract year, less any payments madeYour account has not been charged for any additional charges other than the monthly HSP Repair Plan and the cost of the refrigerator repair as described above If you have any further questions regarding this issue, please contact me Sincerely,
Robin H Regulatory Liaison
CenterPoint Energy

Initial Business Response /* (1000, 5, 2014/06/25) */
June 25,
*** ***
***
Minnetonka, MN 55343-
Dear Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the scheduled repair of your
dryer
Your complaint notes that on June 13, you requested that Home Service Plus repair your dryer, and that you be contacted on your cellular phone thirty minutes prior to the technician's arrivalHowever, on June 23, our technician did not call the correct numberBecause of this error, we were unable to complete the repair, which necessitated that the order be rescheduledAnd, since your dryer has been in need of repair for an extended period of time, the July date we had scheduled for did not work for you
However, as discussed in our June conversation, I have changed the repair date to June 26th, Our technician will call you on the cellular number provided (***) thirty minutes prior to their arrival
I would like to apologize for any inconvenience you may have experienced as a result of this issuePlease contact me if you have any further questions or concerns
Sincerely,
***
Customer Services
CenterPoint Energy
***

On 5/11/Centerpoint Energy came to both my homes(a twin home) to perform "emergency" repairs Without any notification technicians showed up, disconnected service and installed what appears to be new gas meters and departed without restoring gas service due to noone being home to let them inside Upon returning home near midnight of the same day I called CenterPoint and was told a technician would be out at some point, with no time specified, but that I would receive a call minutes before they would arrive As I was not inclined to stay up all night/morning I refused that option and was FORCED to schedule a time the next day for my gas service to be restored with the only options being sometime within a hour window
As I am a working professional this was extremely difficult to actually make happen but I agreed to a time between 3PM and 8PM on the next day(5/12/16) with a minute call ahead At approximately 2:50PM I received a minute call ahead and selected option 2, which means I am not home but will be home within minutes When I arrived home, prior to the time frame lapsing the technician had already come and left
I immediately called the number listed on the notice that was left on my door The individual that answered my call would not/could not send the technician back and could only schedule a new time window for me After being escalated to a supervisor and being given the same options she eventually contacted dispatch and determined that the technician who had come once was no longer in my area and could not return Instead she scheduled a different technician who was on another job and would come to my home when they were completed with their current job
As no reason was given for the "emergency" maintenance, nor was any communication prior to the disconnection provided AND I was home within the agreed upon minute window CenterPoint energy SHOULD be obligated to meet their commitments Unfortunately that is not the case and I have zero recourse and must simply accept whatever they offer
I'm currently still sitting here(an hour after the agreed upon time) with no technician on site

I have attached our response to Mr***'s complaintPlease let me know if there are any questionsSincerely,
Robin HRegulatory LiaisonCenterPoint Energy

Initial Business Response /* (1000, 5, 2014/10/13) */
October 13,
Ms*** ***
***
Ann Arbor, MI 48104-
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding your request to end responsibility
for gas service at ***, Minneapolis, Minnesota
CenterPoint Energy records show that you initially called to end responsibility for gas service at the above address on August 25, 2014, with a final billing date of August At that time, our representative closed your account effective August and explained that CenterPoint Energy cannot 'backdate' another customer's service start date without their consent
Because we had no contact information for the new customer, CenterPoint Energy attempted to disconnect the gas service on August so that your account could be closedHowever, this order was not completed, because we did not have access to the gas meter (which is located inside the property)As a result, CenterPoint Energy continued to bill your account for gas consumption until you contacted us again on October
On October 8, CenterPoint Energy was contacted by the customer who took over responsibility for the gas service after you moved out of the propertyAt that time, your account was closed on August (as you originally requested) and we began billing the new party
Your responsibility for gas service should have been ended when you initially called to do so on August 25, as you cannot reasonably be expected to provide access to the gas meter for a property you are no longer associated withCurrently, your account balance is a credit of $30.16, which will be sent to your mailing address as you have requested
I would like to apologize for any inconvenience you have experienced as a result of this issuePlease contact me if you have any further questions
Sincerely,
***
Regulatory Liaison
CenterPoint Energy
***

Initial Business Response /* (1000, 5, 2015/02/02) */
February 2,
Mr*** ***
***
Albertville, MN 55301-
Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disconnection of your natural gas
service at your property at ***, Albertville, Minnesota
CenterPoint Energy records show that you contacted our office on January 21, 2015, to state that you had mailed a payment for the balance owed on your accountHowever, because our representative failed to note that your account was past due, your gas service was disconnected on January And, as you note, although you had submitted monthly payments, they had been applied to your previous account at ***, Albertville, Minnesota, which was not discovered until after your gas service had been disconnectedAlthough your payments were made to your previous account (which is now closed), they have since been refunded to you
Please note that a new account was created for your account at your current address, which includes a new account number (***-7)Please reference this account number so that you are credited properly for future payments
As a goodwill gesture, I have removed the reconnection fee of $from your accountI would also like to apologize for any inconvenience you may have experienced as a result of our error
Please contact me if you have any further questions regarding this issue
Sincerely,
***
Regulatory Liaison
CenterPoint Energy
***

Initial Business Response /* (1000, 7, 2015/01/06) */
January 5,
Mr*** ***
***
Andover, MN 55304-
Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the reinstatement of your Home
Service Plus (HSP) Repair Plan contract
CenterPoint Energy records show that your HSP contract, which covered the cost of repairs for your furnace, water heater, stove, clothes dryer, and air conditioner, was cancelled due to non-payment in October In February 2014, the past due balance of $in HSP arrears was sent to a collection agencyCurrently, $of that balance remains outstanding
On December 17, 2014, you called CenterPoint Energy to report that your gas appliances were not working and that there was a lock on your gas meterHowever, when our technician arrived onsite, it was found that the gas meter at your property was not locked and that your appliances were functioning properly
You then called CenterPoint Energy again on December 22, to inquire about HSP coverageOur representative informed you that the contract was cancelled in but agreed to reinstate the coverageYou were also informed that the service call you requested for your furnace would qualify as a pre-existing condition, and that the service call would be charged at our Time and Materials rate
However, our representative should not have reinstated an HSP contract on your account, as you not only owe $for your previous HSP contract, but $1,in arrears for the air conditioner you purchased from HSP in June This policy is outlined in the HSP Terms & Conditions, section 10, which states: "If payments are missed or late, CenterPoint Energy may demand immediate payment of the entire amount you owe or immediate payment of the cost of all service provided to you less any payments made by you to CenterPoint Energy."
Because your account owes a total of $1,in HSP merchandise and HSP contract arrears, I have canceled the HSP contract that was setup on December You have not been charged for this contract
Please contact me if you have further questions regarding this issue
Sincerely,
***
Regulatory Liaison
CenterPoint Energy
***

Initial Business Response /* (1000, 5, 2014/11/10) */
November 10,
Mr*** ***
***
Prior Lake, MN 55372-
Dear Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding your application for gas
service at ***, Prior Lake, Minnesota
In your complaint, you state that you "contacted CenterPoint for a new house gas line months ago" and at that time, you were told that you were "added to the schedule." You also stated that you wrote a letter to CenterPoint Energy's CEO and that no action took place in response
I spoke with you when your initial complaint to our Executive team was received on October 13, 2014, and explained that CenterPoint Energy had no record of any contact with you regarding this property prior to receiving your New Service Application on October You also spoke with our Construction Services representative on October 8, who confirmed that your application had been received and then outlined the installation process
In our October conversation, I agreed that if you could provide a copy of the original service line application from July (which you claimed that CenterPoint Energy had lost or ignored) that your request could be expeditedYou stated that you would send it to me directly, but to date I have not received that application and have had no further contact with you
Because there is no evidence that you submitted an application for gas line installation prior to October 7, service line installation will take place within the eight week timeline as promised in the October conversation you had with our Construction Services representative
Please contact me if you have further questions regarding this issue
Sincerely,
***
Regulatory Liaison
CenterPoint Energy
***
Initial Consumer Rebuttal /* (3000, 7, 2014/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hostile response
I wish I had other options :(
Final Business Response /* (4000, 9, 2014/11/17) */
Mr***:
I understand your frustration, but again, CenterPoint Energy plans to have your gas service installed within the six to eight weeks from the time your application was received
Please let me know if you have further questions regarding this issue
Sincerely,
***
Regulatory Liaison
CenterPoint Energy

These people have no idea how to properly bill a customerWe called a couple weeks prior to moving into our new home to set up our account for the month we moved inWe have received bills times for services that are outside of our move in dateThey have given us a separate account (which is the one that is correct for the month we moved) and we still receive a bill for the prior chargesWe have called them separate times and this has not been resolvedThey claim a note on their system says we wanted to start our service before we moved inThis is not trueWhy would it be? The year is 2016, CenterPointLearn how to properly bill a customerYou know, from the date they moved in?

Initial Business Response /* (1000, 5, 2014/03/25) */
In response to the Revdex.com complaint #*** filed by Ms*** concerning her final bill going to collections
Please know that we spoke with Ms*** and have apologized for her inconvenienceWhile her bill was under a high
bill investigation, the account was not properly coded to avoid the account from going to collectionsMs*** was assured that her account will not go to the Credit Bureau providing she pays by the end of the Months
Ms*** was very receptive and thanked us for calling
Regards,
***

Their appointment service is the worstThey require you to be available for hours and there is no appointment windowYou can tell they have no real competition because they do not strive to make their service better for the customerWe are all being stretched thin on our time and Center Point Energy shows no interest in accommodating their customersEven a morning or evening window would be more acceptable compared to a full hoursThey say they will give you a call prior to the technician coming out, but all I received was an email saying the tech was at my houseI did not have time to head home to meet the tech and he or she canceled the appointmentOn the phone, they just plow over you through their script so you know they are aware of the inconvenience to the customer, they just don't care enough to change itIf there was another choice in my area, I would have used a different company

Initial Business Response /* (1000, 8, 2015/09/22) */
September 22,
Ms*** ***
***
Bloomington, MN
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disconnection of your natural gas
service at ***, Bloomington, Minnesota
As your complaint notes, your gas service was disconnected for non-payment on September 1, 2015, for a total past due balance of $And, although you paid this amount (plus the current bill), your service was not reconnected once your payment was received
Unfortunately, CenterPoint Energy has been unable to determine the reason that your service was not reconnected, as our records showed no further contact after your payment was madeAs you know, your service was then reconnected the following day, on September 3,
In an effort to resolve this issue, I have removed the reconnection fee of $from your accountYour balance is currently $26.68, which is due October 15,
Please contact me if you have any further questions regarding this issue
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***
Initial Consumer Rebuttal /* (2000, 10, 2015/09/28) */

Initial Business Response /* (1000, 5, 2014/08/06) */
August 6,
*** ***
***
Minneapolis, MN
Dear Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) in which you stated CenterPoint Energy will not allow you to set
up payment arrangements on your closed account
CenterPoint Energy does not allow payment arrangements for gas charges on any closed accountsCenterPoint Energy allows payment arrangement on active gas accounts only, because they still receive a monthly statementOnce an account is closed all payment arrangements are cancelled, and the total balance becomes due on a customer's final bill
If your total remaining balance of $is not paid days after your final due date of September 9, it will be sent to a collection agencyOur collection agencies do not report to any credit bureaus, and this will not affect your credit scoreYou will have the opportunity to make a payment arrangement with the collection agency if you are unable to make payment of your balance in full at that time
I understand this is an inconvenience to you; however, CenterPoint Energy respectfully denies your request for a payment arrangement on your final balance
If you have further questions, please feel free to contact me directly
Sincerely,
***
Customer Services
CenterPoint Energy
***

We used ServicePlus for many years, basically so we could get a quick response when we had a problemThey no longer provide a quick response; the last time we called, we were on hold for minutes and then we're told they couldn't come out to look at our furnace for four daysWhen the technician did come he did not correctly repair the problem and we ended up calling another company (we cancelled our Service Plus contract)They other company completed the repair properly and submitted it to Carrier under the furnace warranty