CenterPoint Energy

I've never had a gas bill separate from other utilities and our landlord didn't tell us we needed to contact Centerpoint energy upon moving in. In the middle of January in Minnesota, our heat suddenly turned off. We had received no notification this was about to happen, zero total correspondence from the company. This is directly in opposition to their policy (see below) and to Minnesota's Cold Weather Rule. While our landlords made a big mistake, it wasn't nearly as potentially damaging as the failure of Centerpoint energy to follow Minnesota's and their own rules. We are very dissatisfied with this company, and after finding many similarly negative, 1 star reviews, are joining the crowd of people looking for a new service provider.

We contacted the customer and verified that the gas service was reconnected on the next day. The customer admitted that they were given the two call a heads on the first day and they, the customer, did not make it to the location in time. As procedure, our tech tagged the door and...

continued his work. When the customer called in to reschedule for the next day, they felt that our customer representative was not "sympathetic" to their issue and the customer became upset. The order was rescheduled and we did meet the customer on the next day and no additional charge and gas service was restored.    After talking with the customer they are satisfied at this point and said they would be retracting their complaint.

This customer is on the cut for non pay list quite often. On 6/28he was cut off for non-pay. On 6/30 the Tech stated on his order, "No call ahead, knocked on both doors and no one came to door. Tagged door. We returned on 7/1 to get gas back on and lit gas water heater.

May 6, 2016
Mr. [redacted]...

[redacted]
Minneapolis, MN 55401-2743

Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding payment arrangements for your account for natural gas service at [redacted], [redacted], Minneapolis, Minnesota 55401.
Our records show your account is currently $81.68 past due. I have entered an extension on your account until June 6, 2016, to prevent disconnection of your natural gas service. If you wish to setup payment arrangements, please visit our website at http://www.centerpointenergy.com/selfservice.
If you require continued natural gas service due to a medical situation, your account may be eligible for protection from disconnection. If this is the case, please contact me so that a Certificate of Medical Needs can be sent.
If you have any questions, please contact me by responding to this complaint or via email at:
[email protected].
Sincerely,

Robin H
Regulatory Liaison
CenterPoint Energy
###-###-####

September 14, 2016
 
Mr. [redacted]...

[redacted]
Cn Rapids, MN 55448-2128
 
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disconnection of natural gas service at your property at [redacted], Cn Rapids, Minnesota 55448.
Your complaint states that your account should not have been disconnected for non-payment, as you were not notified of the pending disconnection, and that you should be reimbursed $53.
CenterPoint Energy records show that your account was past due from May through September 2016, when you submitted payment for the balance owed. Please note that although payments were submitted in May and July 2016, your account was not paid in full until your payment of $176.63 was received.
I have enclosed a copy of the Notice of Disconnection which was mailed to you on August 22 and expired on August 29, 2016. Please note that the amount shown on the Notice ($124.15) is the past due balance as of August 22 and does not include the August bill amount of $24.48.
I have also enclosed a Balance Statement which documents the balance on your account since April 2016.
If you have any further questions, please contact me.
Sincerely,
 
Robin H Regulatory Liaison CenterPoint Energy

Initial Business Response /* (1000, 5, 2014/12/31) */
December 30, 2014
[redacted]
[redacted]
Brooklyn Park, MN 55428
Dear Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) regarding interruption of your natural gas service.
Your gas...

service was disconnected on July 28, 2014 for non-payment. CenterPoint Energy found there to be gas usage on your meter which was supposed to be locked, and because of this, CenterPoint Energy again locked your meter on November 25, 2014. You stated in your complaint that you do not want to be "fined" $740.00 for tampering with CenterPoint Energy's meter, but you were only charged a total of $200.00 for tampering fees.
After your meter was locked on November 25, 2014, CenterPoint Energy again found there to be gas usage on your meter, although no CenterPoint Energy technician had unlocked the meter. On December 16, 2014 a CenterPoint Energy technician went to your home, confirmed the meter was unlocked again by someone other than CenterPoint Energy, and relocked the meter. Two $100.00 tampering fees were added to your account for these incidents.
CenterPoint Energy reconnected your gas service on 12/19/2014 after you contacted our call center and established a payment plan for your past due gas charges. The $200.00 in tampering fees have been added to this payment plan, which has changed the amount of your payment arrangements. Your next instalment will be for $208.47 due on or before January 16, 2015. Your following instalments will be $208.47 plus your gas usage during the billing cycle of that month. If you are unable to pay this, you may contact CenterPoint Energy to establish different arrangements.
In your complaint you also stated, "If I don't call and settle my bill immediately. CenterPoint claims that they are going to have to dig up the front yard so they can 'examine' the gas line, which I am informed, will be a cost added onto my bill." This is not accurate. A CenterPoint Energy representative explained that for safety reasons, any future tampering of the gas meter at your property may result in manual disconnection of your service at the gas service line underground. The cost of this disconnection, $740.00, could be passed on to you.
You also stated CenterPoint Energy did not notify you of the subsequent disconnections that followed your original interruption of service for non-payment. CenterPoint Energy does not need to inform you of disconnection of a meter when there is unauthorized use or tampering per Minnesota Administrative Rule 7820.1100 (Permissible Service Disconnection Without Notice), which states:
Without notice a utility may disconnect service to any customer for any reason stated below:

A.in the event of an unauthorized use of or tampering with the utility's equipment; or
B.in the event of a condition determined to be hazardous to the customer, to other customers of the utility, to the utility's equipment, or to the public.
Even though CenterPoint Energy does not need to inform you of disconnection under this rule, there were attempts to contact you prior to all disconnections.
You requested that CenterPoint Energy provide you with written documentation that your gas services will not be disconnected again during the cold weather season. Although your current payment plan protects your gas service as long as the payment plan is in place, if your payment plan is broken, you could receive a disconnection notice and subsequently be subject to disconnection if that notice expires.
In summary, I have updated your payment plan to include your tampering fees, and there will be no $740.00 reconnection fee as long as no further tampering of CenterPoint Energy's equipment occurs at your property.
If you have further questions, please feel free to contact me directly.
Sincerely,
[redacted]
Customer Services
CenterPoint Energy
[redacted]

I am rejecting this response because:
ONLY PART OF THIS STATEMENT IS TRUE-->Upon arrival, our employee found the dryer already pulled away from the wall and you admitted you had removed the dryer hose prior to our technician arriving; WE HAD THE DRYER PULLED ~ 3" FROM THE WALL!  THE RIP IS 15" FROM THE WALL.  THEREFORE, WE DID NOT DO THE RIP!!    I HAVE ATTACHED TWO PHOTOS.  #1. IS A PHOTO OF THE RIP ITSELF.  IT IS UNEQUIVOCALLY IMPERATIVE TO NOTE THAT THE RIP, PICTURE #1, IS CUT AT THE FRONT AND PUCKERED TOWARDS THE BACK.  ANALYSIS--> THE PUCKERING IS FROM THE FORCE OF THE FOOT OF THE DRYER CUTTING THE VINYL FLOOR, FROM THE FRONT, WERE THE CUT IS, TO THE BACK WHERE THE PUCKERING OR ACCORDION LOOK IS.  THE BACK I AM REFERING TO IS THE TOP OF THE PHOTO AND REPRESENTS THE WALL, THE FRONT IS THE BOTTOM OF THE PHOTO AND IS THE FARTHEST FROM THE WALL.  CONCLUSION BASED ON PHOTO FACT----> THE RIP OCCURED WHEN PUSHING THE DRYER BACK TOWARDS THE WALL, THAT IS HOW YOU CUT AT THE FRONT AND PUCKER TOWARDS THE BACK.   IT IS 100% IMPOSSIBLE TO DO THIS BY PULLING THE DRYER OUT FROM THE WALL--- #2 PHOTO IS SHOWING A TOP DOWN VIEW. THE DRYER SIDE ON THE LEFT, THE WALL OF THE SINK ON THE RIGHT, THE RIP IN THE FLOOR, PUCKER TOWARDS THE WALL WHERE YOU SEE THE BASEBOARD CLEARLY AT THE TOP OF THE PICTURE.
THIS IS FALSE---HE DID DAMAGE THE FLOOR---SEE THE ABOVE EXPLAINATION---As a courtesy, our employee reconnected the dryer hose at your request and pushed the dryer back against the wall after reconnecting the hose. He did not damage the floor when the dryer was put back in place.
THIS IS FALSE--WE SAW, WHEN THE TECHNICIAN LEFT TO BY THE PART, HIS STUFF AND THE DRYER PARTS WERE ALL OVER.  THE DRUM TO THE DRYER WAS IN THE DOORWAY IN FRONT OF THE SINK.  THIS ACTION IS HOW THE WALL TRIM WAS CUT AND DAMAGED, BY HIM MOVING STUFF EVERYWHERE.  The CenterPoint Energy technician made all repairs from the front of the unit, eliminating the need to move the dryer forward (from the position you had placed it in prior to his arrival);
THIS IS FALSE---THERE WAS ALL KINDS OF NOISE WHEN HE WAS WORKING AND A BIG "BANG" WHILE HE WAS HERE, THEN WE HEARD  THE TECHNICIAN SAY,        "OH S_ _T".  THIS IS A COMPLETELY FALSE STATEMENT BY CENTERPOINT/SERVICE PLUS.  THIS HOUSE IS LESS THAN TWO MONTHS OLD, WE ARE NOT GOING TO CLOSE ON AND BUY A HOME WITH DAMAGED WOODWORK.  The indentation in the door is on the opposite side of the room from the dryer and not anywhere near where the technician was working.
There is no evidence to support your claim that CenterPoint Energy’s technician was responsible for this damage. THERE IS 100% EVIDENCE.  Therefore, we respectfully maintain our position regarding liability of this claim and stand by our denial.----LET'S TAKE THIS TO THE NEXT LEVEL IF CENTERPOINT IS STANDING BY THEIR CLAIM.  THEY ARE WRONG!!!WE WANT THEM TO REMOVE THE WAHER AND DRYER AND DISCONNECT THEM, REMOVE THEM FROM THE ROOM, STORE THEM IN A SAFE PLACE, REPLACE THE WOOD TRIM AND COMPLETE FLOOR WITH NEW PRODUCT, REPLACE AND RE-HOOK UP THE WASHER AND DRYER---MAKING OUR LAUNDRY ROOM LOOK LIKE NEW AGAIN.  THIS IS WHAT WE WANT THEM TO PAY FOR AS THIS IS TOTALLY THEIR FAULT.

Initial Business Response /* (1000, 5, 2014/11/04) */
November 4, 2014
Ms. [redacted]
[redacted]
Plymouth, Minnesota 55442-2664
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com of Minnesota regarding the refund of payments...

you submitted in July 2014.
CenterPoint Energy records show that you inadvertently overpaid your bill by $166 on July 8, 2014. You then contacted us on July 22 and requested that the overpayment be refunded, which was processed as two refund checks (in the amounts of $82.91 and $83) were mailed to you on July 25. However, the checks were returned to CenterPoint Energy by the United States Postal Service (USPS) on August 5, who noted that the mailing address ([redacted], Plymouth, MN 55442) was incorrect.
The refund checks were then re-issued on August 18 (at your request), but were not cashed, and were then voided on September 19 so that they could again be re-issued, as you had still not received the checks. These checks were sent again and returned on October 17 by USPS as undeliverable.
At this time, your refund checks have again been mailed to your address as of October 30. The address they were mailed to was:
[redacted]
[redacted]
Plymouth, MN 55442-2664
CenterPoint Energy has attempted to refund your overpayment four times. I would like to confirm that the above address is correct. Also, if you wish, I will update your CenterPoint Energy account to reflect your name change.
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]
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
Thank you for responding to my complaint. I have checked with my landlord and my postal carrier and they have not seen the refund checks/mail you indicate have been sent multiple times.
I also had my landlord check with the tenant in my old apartment (I transferred to a different apartment within the same complex last February), and they also have have not received these checks.
You indicate in your response that the checks were most recently sent again on 10/30/14. As of 11/8/14 these checks have not arrived to my residence.
Are you able to expedite my checks and/or send them via a traceable method? There really seems no logical explanation to how if the checks have been mailed as you've indicated - and the address is correct - that no one on my property (me, USPS mail carrier or landlord) has seen them.
Sincerely,
[redacted]
Final Business Response /* (4000, 10, 2014/11/20) */
Ms. [redacted]:
I see that you have corresponded with our Online Customer Service group yesterday regarding this issue. I would like to outline the steps taken to rectify this payment issue.
First, your account has been updated to reflect your full last name: [redacted]. As such, the refund check will be made out to your full name, which will also display on the envelope used for mailing.
Second, we have cancelled the checks that were last issued, and will send new refund checks with your updated name as soon as possible. Typically, we have a 30 day policy before checks can be reissued. However, given the circumstances and continued difficulty you have experienced, we will expedite the processing of your refund. It will be issued next week no later than November 26, 2014.
Finally, I understand that the mailbox at your property has been updated with your full name. I am hopeful that this will resolve any issues the postal office may have had in delivering your checks.
I would like to apologize again for the delays in delivering your payment. Please contact me if you have any further questions regarding this issue.
Sincerely,
[redacted]
Customer Services
CenterPoint Energy

Initial Business Response /* (1000, 7, 2015/02/23) */
February 23, 2015
[redacted]
Shakopee, MN 55379
[redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the charge for service to your...

fireplace.
CenterPoint Energy records show that you called for service on your fireplace on December 29, 2014, and that you also requested to cancel your Home Service Plus Repair Plan on that same date. Our representative did not explain that you would be liable for the cost of our technician's visit to repair your fireplace. As a result, you were charged $100 for the cost of that service call.
At this time, I have removed the $100 charge for the service call. Your account balance is currently $143.42 (the current month's gas charges) and is due on March 6, 2015.
Please contact me if you have any further questions.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
[redacted]

Initial Business Response /* (1000, 8, 2016/01/12) */
Contact Name and Title: [redacted] Ops Sup Rep
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@centerpointenergy.com
Mr. [redacted]
Thank you for your letter dated January/04/2016 regarding [redacted].
Please be informed...

that we have never had any previous correspondence on this particular account from the Oklahoma City Revdex.com. After visiting with our local office in Lawton, Oklahoma and our Division office I found out that all correspondence from the Revdex.com should be directed to Ms. [redacted] or Mr. [redacted] Neither has had any type of communication from your office on this customer. I would respectfully request at this time that you update our records to show that we did not receive a first notice.
Listed below are the facts as I understand them regarding this account.
On 12/14/2015 customer asked that we connect service and requested a specific time. Due to the nature of our work, not knowing how long a Tech will be at each premise, we are unable to schedule a specific time, but in an effort to work with the customer we can take a contact number and call ahead and give the customer notice before arriving at the premise.
Our Automated System called the customer on 12/15/2015 at 9:14 a.m. The customer selected the reschedule option and reschedule the appointment for the following day, 12/16/2015.
On 12/16/2015 at 10:10 a.m. again, our Automated System called the customer to give advance notice that we were on our way to the premise. There was no answer at that time. A second call was made at 11:41 a.m. and again there was no answer.
On 12/16/2015 at 2:47 p.m. the customer called the office and requested that we reschedule the appointment for that day and connect service that afternoon. The CSR explained that we had called two times already that day and that in order to work service the same day the $35.00 After Hours fee for same day service would be required. Generally when an order is missed we schedule for the next working day if time is available.
The customer's gas service was connected that same day, 12/16/2015 at 5:15 p.m.
The company made an honest effort to connect the service on 12/15/2015 and again on 12/16/2015 when we called the customer two times to notify that we were available to come to the premise. The $35.00 charge, as approved by the Oklahoma Corporation Commission (OCC), was an appropriate charge and in accordance with our approved tariffs. We are sorry for any confusion but a refund of this charge would not be appropriate since we tried to work the call two times earlier in the day and ended up working the call after hours.
We have visited with the Management Team of the Call Center and they will deal appropriately with the CSR who worked with the customer.
If I can answer any additional questions please feel free to contact me.
Sincerely
[redacted]

Initial Business Response /* (1000, 5, 2014/07/24) */
July 24, 2014
[redacted]
Albertville, MN 55301
Dear Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) in which you claim that CenterPoint Energy's phone...

representatives gave you inadequate information to complete an online payment, and because of that, you were unable to make an online payment.
Your complaint also states you have spoken with five different phone representatives, none of which could provide accurate information on how to make an online payment.
Our records indicate your last contact with CenterPoint Energy was on September 20, 2013. Our notes indicate you spoke with a phone representative in regards to making an online payment, and on the same day made a One-time Payment through our online services.
You then enrolled in our Online Billing program on January 16, 2014, and have made all payments online since that date. You have made all of your payments on time and have incurred no late fees.
If you have questions regarding Online Billing in the future, please feel free to contact me directly.
Sincerely,
[redacted]
Customer Services
CenterPoint Energy
[redacted]

Initial Business Response /* (1000, 7, 2015/05/15) */
May 14, 2015
[redacted]
Brooklyn Park, MN 55444
Dear Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) in which you stated you thought it was unfair for...

CenterPoint Energy to estimate your usage from an inaccurate meter.
Our records indicate the meter at [redacted], Brooklyn Center did not register gas usage from April 2014 until the meter was replaced on April 16, 2015.
On April 28, 2015 we corrected your account in compliance with MPUC Rule 7820.3900 (Inaccurate Meters), subpart 2 (Meter fails to register or registers intermittently) which states:
". . . the utility may charge for an estimated amount of gas used, which shall be calculated by averaging the amounts registered over corresponding periods in previous years or, in the absence of such information, over similar periods of known accurate measurement preceding or subsequent thereto, but in no event shall such charge be for a period longer than one year."
When calculating the usage at your home during the period mentioned above CenterPoint Energy factors in many different variables. Your usage is estimated from: previous gas consumption at your property, cost of natural gas during the estimated time period, and average weather conditions during the estimated time period.
You have been paying your Budget amount every month during this time period. To alleviate the large balance from the recalculations, I have moved the balance of $409.40 to your Budget Plan's deferred balance. You will only be charged your monthly Budget amount of $54.00 on June 1, 2015. Because your current Budget amount was based off of inaccurate usage, and now your deferred balance will be larger, your monthly Budget amount may rise when it is recalculated in October 2015.
I have added a spreadsheet of your account history to show you what your estimations were based from.
You may contact me directly if you have any further concerns.
Sincerely,
[redacted]
Customer Services
CenterPoint Energy
[redacted]copied and pasted from email.
Initial Consumer Rebuttal /* (3000, 9, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The chart is not very accurate. Why are our costs for gas ranging from 74 cents to $1.22 per THM? Is this not a regulated utility? Or house has also since changed these last two years with kids off to college and military service. This was an active house and it no longer has people coming and going. And why after identifying and corrrecting a known problem would you send a new bill out, stating the same budget? With all the above questions and lack of oversight, I have little to no confidence in your business practice and treatment of your forced customers or the accuracy of your caculations. And I also strongly believe regardless of the out come you will jack up our prices to recover what ultimately was your company's lack of follow up on quality control. It is a disgrace to miss a core part of your business for an entire year, and then punish the customer for your mistake.
Final Business Response /* (4000, 11, 2015/05/26) */
May 26, 2015
[redacted]
Brooklyn Park, MN 55444
Dear Ms. [redacted]:
This letter responds to your continued complaint to the Revdex.com (Revdex.com) in which you stated you thought it was unfair for CenterPoint Energy to estimate your usage from an inaccurate meter.
In your most recent response to the Revdex.com you asked "Why are our costs for gas ranging from 74 cents to$1.22 per THM?" Natural gas is purchased by CenterPoint Energy, and is then provided to the customer at the same rate. CenterPoint Energy is not allowed to increase the actual cost of gas from market price. Also, as in the case with many natural resources, natural gas prices fluctuate on a daily basis, and do not remain at a single set price.
You stated that your household has changed due to individuals moving out of the residence. This may have an effect on your gas consumption; however, we are unable to determine the difference in usage. I understand you do not agree with this method of estimation, but this is the process we use that is regulated by the Minnesota Public Utilities Commission (MPUC).
You also raised concern about your monthly Budget amount staying the same even though your average went up after the estimations. The Budget Plan recalculates every six months, so we did not raise your monthly amount knowing it would do so automatically during its normal recalculation in October 2015. If you would like to have your monthly Budget amount increased early, CenterPoint Energy is willing to do this for you.
At this time, CenterPoint Energy will not be making adjustments to the estimates on your billing, and consider this matter complete. If you would like to raise your monthly Budget amount, you can do so by contacting our call center at [redacted], or by contacting me directly.
You may contact me directly if you have any further concerns.
Sincerely,
[redacted]
Customer Services
CenterPoint Energy
[redacted]

Thank you for your patience in our response regarding Revdex.com Complaint# #[redacted] for Ms. [redacted] located at the address of [redacted] in...

Pasadena, TX 77506. According to our records gas service was interrupted for a past due balance of $51.88. The amount required to have gas service restored consisted of the past due amount of $51.88, reconnect and collection of fees of $60.00, overtime fee of $47.00 for a minimum of $158.88, not including the current monthly October charges of $29.58 for a total of $188.46. Ms. [redacted] made payment in the amount of $238.88 with a remaining credit balance left of $50.42. 
Please understand when the technician arrived to reconnect the gas service on 11/7/2016 at 10:08 p.m., he found the porch light off and no one answered the door; therefore canceling the order leaving the premise.  Ms. [redacted] contacted our contact center once more to inquire about her reconnection of gas service; thus our CNP field technician safely reconnected the gas service one minute past midnight.
We apologize for any inconvenience you may have experienced as a result of the time frame to have services reconnected. We have gladly reversed the overtime fee charged in the amount of $47.00, leaving Ms. [redacted]’ s gas account with a remaining credit balance in the amount of $97.42.
We thank you for the opportunity to address your concerns in this matter.
Sincerely,
Shauntee [redacted]

Thank you for your patience in our response/rebuttal for Revdex.com Complaint# [redacted] listed in the name of [redacted] located at the address of [redacted] in Bloomington, MN.
Please note that our field service coordinator spoke with Mr. [redacted] yesterday and went out to his house to look at the concerns he has. The plow line area grew up more weeds than grass so an order was placed to spray that area for weeds; and then top dress and seed the area afterwards. Mr. [redacted] is happy with doing that in order to resolve the issue.
Please contact us is additional information is needed.
Sincerely,
Shauntee [redacted]

Paid to reconnect our service. They said they'd be out in three days and on the third day they would be here between 8 am and 8 pm. They never showed. It is illegal to not have gas service when used for heating at this time of the year and now being Friday, they surely will not be out to turn on my heat any time soon. I am so irate by the practices of this monopolizing company. You'd think that with all the money they are stealing from their customers that they'd be able to simply turn on my gas when paid for it but I suppose that would require for the company to actually do what they say they will.

Initial Business Response /* (1000, 5, 2014/03/27) */
March 27, 2014
[redacted]
XXX XXXth [redacted]
[redacted] MN XXXXX-XXXX
Dear [redacted]:
This letter responds to your complaint to the Revdex.com of Minnesota regarding repairs to your clothes washer.
As noted in your...

complaint, Home Service Plus made repairs to your washer on four occasions since last year, but you continued to experience issues with the appliance. To resolve these issues, a master technician was dispatched on March 25, 2014. As you suggested, the drain pump required repair, and after completing the repair, our technician conducted several tests, which confirmed that the clothes washer functioned properly.
Because you had experienced repeated issues with your appliance, and because you are a valued Home Service Plus customer, our representative agreed to credit the cost of two months of your Home Service Plus Repair Plan. This credit will appear on your next two invoices.
In your complaint, you also note that you had "nearly $1,500 invested in our service protection plan," which is true. However, please note that the total cost of repairs to your appliances since May of 2011 (when you signed up for the Repair Plan) is currently $2,299.94.
Because your appliance has been repaired, CenterPoint Energy considers this matter resolved. Please contact me if you have any further questions or concerns.
Sincerely,
[redacted] H
[redacted]
CenterPoint Energy
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/03/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A master technician came out, listened to what was happening with the washer, researched the codes, replaced the discharge pump and waited for the washer to cycle successfully. So far the tech seems to have fixed the problem.
In response to how many times home service plus has serviced out washer, this was not the same washer. This was a washer needing service after we had replaced a washer that HSP had been scheduled to fix a previous year. I don't have control of when my appliance fails or the cost of the appliance failure. That's part of a reason why someone enrolls in one of your programscomfort and peace of mind.
So, the total cost to the business resulting in fixing my appliance may be relevant to HSP, but I don't know how I could have changed that. I do believe that if a problem is fixed in one appointment vs three, it has to cost a business less. An attempt to guilt a customer in how much their appliance protection program has cost the business is not a fair judgement of service.

Initial Business Response /* (1000, 5, 2015/09/09) */
September 9, 2015
Ms. [redacted]
[redacted]
Apple Valley, MN 55124-6576
Ms. [redacted]:
This message responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding a delay in receiving your rebate on a...

water heater that you purchased for your property at [redacted], Apple Valley, MN 55124-6576.
Before your complaint to the Revdex.com was sent to CenterPoint Energy, the supervisor of the Rebate Center was working with you and [redacted] to resolve the rebate concern. The model number of the water heater listed on the rebate paperwork was not listed in the AHRI directory or ENERGY STAR website and that was part of the delay in the processing of your rebate.
Our Rebate Center supervisor learned that the model and serial number listed on the application was not correct and she requested new rebate paperwork from [redacted]. Since you are moving we wanted to make sure we were mailing the rebate check to the correct location and [redacted] confirmed the mailing address with you. We requested the rebate payment for you on 9/8/15 from our corporate office in Houston and you should receive your rebate check in 7-10 business days.
Sincerely,
Kaleb S
Regulatory Liaison
CenterPoint Energy
[redacted]

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

name of [redacted] of [redacted] in Minneapolis, MN.
According to our records Mr. [redacted] contacted customer service on 3/30/16 and scheduled a refrigeration repair for 3/31/16.  The technician traveled to the subject address on 3/31/16 and completed repairs of Mr. [redacted]’s refrigerator. At the time of the repair, the technician discovered the door rack was damaged and documented advising Mr. [redacted] upfront of his options available regarding the door rack: “DOOR RACK BUSTED PART NOT COVERED. CUSTOMER WANTED IT ORDERED ADV CUST ABOUT 50$ TO HAVE PART SENT OUT. CUST WANTED IT ODERED ADV CUST 25$ IF HE WANTED TO GET ON HIS OWN, BUT HE WANTED PART SENT.”
Please understand we apologize for any inconvenience or miscommunications Mr. [redacted] may have experienced; and we thank him for the opportunity to address his concerns. However, based on the above information presented we do not find where any adjustments are warranted.
Sincerely,
Shauntee [redacted]

Initial Business Response /* (1000, 5, 2014/11/14) */
This is in response to Revdex.com Case #[redacted] submitted by [redacted] regarding the premise at [redacted] Katy, TX 77450
On behalf of CenterPoint Energy we would like to extend an immediate apology to Ms. [redacted] ...

in regards to her customer service experience as she felt that she did not receive the highest quality of customer service that we strive for and are accustomed to providing.
After a thorough review of our records we were able to determine that on 10/10/14, an invoice was mailed for $55.71. This includes a disconnect notice for $37.14 with a final payment date of 10/20/14, plus the current bill $18.57 due 10/27/14. Regrettably, the account remained unpaid and service was disconnected for non-payment on 10/22/14. An eligible reconnection offer was made and accepted by the customer on 10/22/14 in the amount of $182.14. This amount includes the past due amount of $37.14, a $20.00 collection fee, a $40.00 reconnection fee and a $85.00 deposit.
On 10/24/14, Ms. [redacted] requested to speak with a supervisor. The supervisor explained the disconnection and reconnection process as well as the collection and reconnection fees in detail. In addition, the process to get the account transferred into another parties name was also discussed. On this same day Ms. Liz [redacted]'s account was forced out by a new party. The supervisor agreed to waive the $40.00 reconnect fee and it was reversed on this same day. The customer was advised that the collection fee was warranted and did apply.
Additionally, we have attached the disconnect notice for your review: The disconnect notice states as follows:
IMPORTANT NOTICE - TEXAS CUSTOMERS
The bill for your natural gas service is seriously past due. Please note
that your regular bill also serves as a "Disconnect Notice" and should
receive your immediate attention.
If your payment is not received in our office by the specified date for the
past due balance, a collection charge may be made or your service may
be disconnected without further notice.
If service is disconnected, you must pay your bill in full in addition to
a reconnect charge. Your deposit requirement will be re-evaluated and
may be increased if necessary to cover payment for future service.
A final bill was mailed on 10/28/14, for $77.26 due 11/12/14. This includes the a reconnection fee of $40.00, a $20.00 collection fee and a final bill for $17.26. The $40.00 reconnection fee was reversed, therefore leaving a remaining balance of $37.26. On 11/10/14, payment was received for $37.26. We were unsuccessful in our attempts to contact Ms. [redacted], however a voicemail message was left with our contact information.
In addition, we would like to provide clarification, that CenterPoint Energy does not accept or process payments from customer's by phone. While CenterPoint Energy offers, many alternative options, mail in, sign up for automatic bank draft, pay over the phone via the IVR and make a One Time Payment for free with your checking or savings account or through [redacted], as well as make payment at an authorized payment location such as HEB, Kroger, etc and on-line; you can pay through [redacted] online and through your online account (MAO) or a One Time Payment for free. By no means is a customer obligated to pay via [redacted], a third party vendor, it is an option and the customer may decline or accept making payments via the third party vendor as there is a convenience fee of $2.95 that [redacted] charges for processing the payment.
We thank Ms. [redacted] for allowing us the opportunity to research this issue. We sincerely apologize for any inconvenience Ms. [redacted] may have encountered as a result of this matter. Unfortunately, the collection fee is warranted and CenterPoint Energy is unable to honor Ms. [redacted]'s request to waive the fee.
Respectfully,
[redacted]
CenterPoint Energy.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to respond to the recent communication from Centerpoint. First an invoice was never mailed out. I receive electronic communication from Centerpoint. The email I received on 10/10 stated I had a bill due on 10/27 in the amount of $55.71. There was no mention as to an unpaid balance or a disconnection notice.When a note appeared at the residence I called immediately asking why there was a shut off notice for service on my door when the communnication I received stated 10/27 due date. I was told that was for the current bill and there were in fact 2 different due dates.I promptly paid the bill while I was on the phone and tried to come to a resolution.
After payment was made I was told I still had a balance to pay even though it was not reflected on my account online. I was told service could not be reconnected without payment, which left me in a position to not be able to turn my service back on since there is not a way to pay a $0 balance.
I never accepted a reconnection offer at any time. I requested to speak to a supervisor who said in so many words "if I don't pay my bills that's not their problem and they will not credit anything off my bill for a mistake". I then asked to speak with her manager. I was told I would receive a call back within 24-48 hours. I provided my current phone number [redacted]. At no time was there mention of a $20 reconnect fee at this point, siply the $85 deposit and the $40 reconnect fee.
On 10/23 I called back at approximately 5:50 pm asking to please speak with a manager that I was never called and the matter was urgent. At this point the elderly resident in the home was without service for 2 days on one of the coldest nights in months with no gas for cooking, heat, and hot water. I again provided my current number of [redacted] for the call back.
On 10/24 I called yet again on 10/24 to get all the options available since no one would call me back. The lady I spoke with told me I would have to pay $40 for reconnect, $85 for a deposit, and if I called her back within a few minutes she could have someone out there that evening to turn the gas on. I confirmed 3 times if the only fees on my account were the $40 reconnect and the $85 deposit and I was told yes. I then asked if the current tenant called to put the service in their name what fees would be associated with this option. I was told I would pay the final balance for usage and the tenant would pay a $40 connect charge and a deposit which is based on credit. I hung up the phone discussed my options with the tenant and had the tenant call back with a decision.
The tenant called back to start service in her name and have the technician come out that night to avoid waiting until Monday, a total of 6 days from the initial call. She was told that was not an option and who ever told her that was wrong. The cut off for that option was hours before the call, which occured 5 minutes prior to her call.
I then called back to speak to another supervisor to address the incorrect information I received. I gave my number again to have a supervisor call me back. I received a call around 7pm addressing my concerns. It was at this time after numerous conversations I was told about a $20 reconnect fee. I told him I confirmed numerous times with the other agents and not one of them discussed this fee. His response was "I didn't ask the right questions". I would assume asking for any and all fees associated would include this particular fee. He then told me it is on the bill, which again is emailed to me, not mailed. I read the statement to him which discusses the fee. It states..
"If your payment is not received in our office by the specified date for the
past due balance, a collection charge may be made or your service may
be disconnected without further notice."
I emphasized the fact that the statement reads "or" not "and", which I was subject to both a collection charge and a disconnection. He ignored my response and said he would not reverse any charges.
As you can see I made numerous attempts to rectify the situation. I was given different answers by numerous employees on the same topic. I also don't believe that my treatment in this situation was warranted.
Final Business Response /* (4000, 9, 2014/11/26) */
This is in response to case # [redacted]. We thank Ms. [redacted] for allowing us another opportunity to respond.
We would like to provide clarification in that Ms. [redacted] was correct that her invoices were being sent electronically. The invoice dated 10/10/14, that was sent electronically to the customer as well as mailed to the service address. Please be advised that when a customer is registered in Online Billing their invoices are sent electronically and the only invoice that is mailed is the disconnect notice. In which our records indicate the invoice dated 10/10/14, was sent electronically to the customer as well as mailed on this date.
We have attached a copy of the invoice that was sent electronically as well as mailed and it can be viewed online under Billing & View Payment History. The invoice was for a total of $55.71.This included a disconnect notice for the past due amount of $37.41 with a final payment date of 10/20/14, plus the current bill in the amount of $18.57 due 10/27/14. The invoice is pink in color and in bold white letters stated DISCONNECT NOTICE as well as stated as follows:
IMPORTANT NOTICE - TEXAS CUSTOMERS: The bill for your natural gas service is seriously past due. Please note that your regular bill also serves as a "Disconnect Notice" and should receive your immediate attention. If your payment is not received in our office by the specified date for the past due balance, a collection charge may be made or your service may be disconnected without further notice. If your service is disconnected, you must pay your bill in full in addition to a reconnect charge. Your deposit requirement will be re-evaluated and may be increased if necessary to cover payment for future service. Please notice the attached invoice for your review.
Unfortunately, we will be unable to refund the $20.00 Collection Fee. The fee is valid because on 10/20/14, due to no payment received. The Past Due notice was mailed on 10/10/14. It clearly stated that a payment in the amount of $37.14 was due on or before 10/20/14, in order to avoid the service being disconnected. This fee was applied to the account because our technician had to travel to the premise to actually disconnect the service on 10/24/14.
Therefore, the collection fee of $20.00 is warranted and was applied to the customers natural gas account. This fee was not erroneously billed to the customer. As a regulated company we are required to list all charges and the collection fee of $20.00 was billed on the final invoice dated 10/28/14.
We sincerely 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

Initial Business Response /* (1000, 5, 2015/10/08) */
October 8, 2015
Ms. [redacted]
Savage, MN 55378-2557
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the reconnection of your natural gas...

service at [redacted], Savage, Minnesota 55378.
CenterPoint Energy records show that your gas service was disconnected on September 29, 2015 for a past due balance of $202.60. You then paid $172 on October 1 so that the service would be reconnected. CenterPoint Energy then attempted to reconnect your gas service no less than five times, but was unsuccessful as you were unable to provide access to your home during the time frames offered.
CenterPoint Energy then attempted to restore your gas service on October 1, twice on October 2, again on October 5, and again on October 6. It was not until October 7 that your service was restored, because, as you note, you were not available to provide access until after 6pm each evening. As you note, CenterPoint Energy is only able to offer all-day appointments for reconnection orders.
Although you contend that you are not being treated fairly, CenterPoint Energy is required to treat all customers in a uniform manner. As such, the time frames offered for reconnection orders are the same for all customers. And, as you know, an exception was made for an after-hours appointment to restore your service after you spoke with a supervisor in our call center on October 7.
Finally, our records show that you called to report natural gas odors near your range on October 2. However, when our technician arrived, it was found that your range is electric, and that you apparently only wanted a CenterPoint Energy technician to restore your gas service, as no gas leak or any gas odors were found in or near your home. Our technician then directed you to request reconnection of your service through our call center, as all other CenterPoint Energy customers are required to do in these situations.
In light of the fact that your service has been restored and an exception to CenterPoint Energy policy was made to complete the order, CenterPoint Energy considers this matter resolved.
If you have any further questions regarding this issue, please contact me.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (2000, 8, 2015/10/19) */