[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Thank you, [redacted]
This resolution is in reference to complaint #: [redacted].
This office has received confirmation that the natural gas meter was changed out on Monday November 30, 2015. We apologize for the long timeframe of resolution and inconvenience.
Respectfully,
Executive Administration
This is in response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] regarding the premise at [redacted] Friendswood, TX [redacted].
Upon receipt of the complaint, we immediately forwarded Mr. [redacted]’s request to our CenterPoint Energy Claims Department for handling. On...
this same day we received an email confirmation from the Claims Department that Claim Number [redacted] was initially received on June 14, 2015, and regrettably the claim was denied. Please notice the attached letter that was mailed to Mr. [redacted] on June 16, 2015 from CenterPoint Energy Claims Department and a copy of the tariff was also mailed to the customer.
On July, 8, 2015, Ms. Greta W[redacted] in our Claims Department made immediate contact with Mr. [redacted] and the denial of the claim based on the tariff we operate under was explained in detail. Mr. [redacted] was advised that we regret the list of other appliances as mentioned in the attached letter, unfortunately do not fall into a category where he can be reimbursed or assisted with the repair or replacement of those items. Please understand that CenterPoint Energy makes reasonable provisions to supply steady and continuous electric service to its customer, but we do not guarantee service against fluctuations or interruptions.
Mr. [redacted] was informed that CenterPoint Energy has established a fund that provides assistance for certain electrically damaged essential appliances, i.e., refrigerators, air conditioners and stoves. Mr. [redacted] committed to submitting the invoice for the refrigerator and upon receipt of this information a recommendation will be made in regards to the fund amount. Again, please be advised that payment from this fund is not payment of his claim, but is made in an effort to express our appreciation of Mr. [redacted] as a customer. Additionally, he was advised that a check will be mailed for the replacement of his surge protector.
We appreciate the opportunity to research this issue. We sincerely apologize for any inconvenience that Mr. [redacted] may have undergone as a result of this matter. We regret that this complaint cannot be satisfied to the customer’s desire through this office. Should Mr. [redacted] have any additional questions or concerns regarding claim [redacted] we strongly recommend that he contact CenterPoint Energy Claims Department at 713 207-7722, as this office is not at liberty and does not have the jurisdiction to overturn and/or grant any claim made against CenterPoint Energy.
In
response to the [redacted] complaint # [redacted] filed by [redacted]
We
strive to provide the best possible service, and when that fails to meet the customers’
expectations, it’s important for us to know. After carefully reviewing [redacted]...
[redacted]
concern, we acknowledge and take full responsibility for the error that was
made by CenterPoint Energy in handling the account.
We
were able to speak with [redacted] in regards to his concern. There were two orders placed in [redacted]
name to start service that were submitted on the same day. The first one was
entered on-line, which can take up to 3 days to process. The second request was
entered over the phone with customer service for an earlier date. The order entered through customer service
was established without a deposit because we were able to perform a credit
check. However, by the time the on-line order was
processed, it was overlooked that the same party already had a pending
order. The online order was processed
without a credit check; a deposit was requested and it overrode the first
entered order.
We
appreciate the opportunity to address this matter and immediately removed the $75.00
deposit. We appreciate [redacted] as a valued customer and sincerely apologized
and regret the inconvenience we caused.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. While CenterPoint has worked to initiate the process as described in their email, the issue that I contacted the Revdex.com will not be resolved until the claims department actually follows through on their proposal to fix the yard. Indeed, they called me two days ago and informed me that they would be working to correct the problem, but I have not heard back since then. Therefore, while I appreciate the effort to connect me with the claims department, the real issue is that the gas grill line is damaged and has been for several weeks. The resolution is thus pending until direct action is taken by CenterPoint to correct this problem.Thank you,[redacted]
This is in response to the Revdex.com complaint #[redacted] submitted by [redacted] regarding the premise of [redacted] [redacted] We have researched Ms. [redacted]’s account and found there has been no payment received since 4/12/17. Once the account has been disconnected for non-payment,...
the system does not have a threshold amount. The records show the service at the referenced address has been disconnected for non- payment in 2015. When a disconnection notice is issued, regardless of the amount, the customer is at jeopardy of being interrupted. As a courtesy, an automated outbound overdue bill call was made on 5/11/17 at 4:46 pm to [redacted]. According to our records, the previous balance of $32.95 was due no later than 6/3/17. (Please refer to attachment) In order to have the service restored, the past due amount, reconnection fees and if there is no security deposit on the account, one would be required to be paid before the service is reconnected. We did not find where a previous deposit was applied to the account. Based on our findings, we are unable to waive the fees as Ms. [redacted] requested. We encourage Ms. [redacted] to use our automated phone service to extend her account anytime she is unable to pay after receiving a disconnection notice to avoid future occurrences. Regards,Angela [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Ms. B[redacted]:Please do not surmise that wishing to compromise and bring this to a resolution is an admission of guilt. I did not “confess” to using your service. I said I understood your explanation on how a pilot light or appliance on standby can consume gas without ever having been used or turned on. As I stated to you, I did not live at the property—I was overseas—and have yet to fully move in. I did not use hot water, cook, or use the furnace. Since the actual cost of your product is small, $25 of a total of $165, I offered to cover it as a sign of good faith, which you seem to misconstrue as an admission of guilt; if being agreeable is seen as “confessing” then I rescind my offer to compromise.I find it hard to believe that Centerpoint has the right to set up an account in someone’s name without authorization or explicit consent; except in the case of a court order. Last I heard in the news, [redacted] is currently facing $185 million in fines for opening accounts/services for customers without their authorization. As you stated, there was an order to shut off the gas, which Centerpoint never fulfilled. No communication was ever made notifying me of a first attempt or a follow up attempt to close service for the previous owner. The first communication Centerpoint sent was a notification that an account had been created in my name with 4 months of back charges. As you stated, if the previous owner’s account had been successfully closed by Centerpoint as requested, there would be no charges and no issue. As it stands, it is CenterPoint’s fault and responsibility.Finally, the removal of a deposit is not a courtesy but a requisite, as a deposit is not a charge but a refundable security.
Regards,
[redacted]
This is in response to the Revdex.com complaint # [redacted] submitted by Mr. [redacted] regarding the initial meter reading at [redacted]. We communicated with Mr. [redacted] and informed him that we discovered the electronic reading and the manual reading from the...
contract technician taken on 2/13/17 were different. We agreed to use the electronic reading of 2429 to correct the billing. This will reduce the usage from 116 ccf for a total of $91.65 to 37 ccf for the corrected total of $40.98.We appreciate Mr. [redacted] for being a good customer and giving us the opportunity to respond to his concern. We apologized and hope to do better in the future. Respectfully,Angela [redacted]
Thank you for the opportunity to respond. CenterPoint Energy’s Credit Department reached out to Mr. [redacted] to assist with his concern. Please know that before any information is sent to collections a thorough investigation is done. There has to be several matches before a debt is connected to a customer and sent to collections. When a customer states that any information is fraud/ID theft and not theirs, a fraud package is mailed to the customer. When the Credit Department spoke with Mr. [redacted] to offer the fraud package, he declined and stated that he hired someone to clear his credit. Regards,Angela [redacted]
This is response to Revdex.com complaint# [redacted] submitted by Mr. [redacted]
On 12/3/2015 an online request was created to start natural gas service at the above service address. At the time the request was entered there was an advisory stating,...
“our current processing time is 5-7 business days. We apologize for any inconvenience. If you have an urgent matter, please call customer service.”
On 12/15/2015 the request for new service was entered and on 12/16/2015 an email was sent to Mr. [redacted] explaining an order was created for 12/18/2015and an adult of at least 18 years of age would need to be present. On 12/17/2015, Mr. [redacted] contacted customer service and requested to re-schedule the appointment and add a call ahead. The representative re-scheduled the appointment for 12/21/2015 with a call ahead. The representative explained the call ahead rules in detail and advised the call ahead would be by an automated system and provided which prompts to select.
On 12/21/2015 two call ahead attempts were made however there was no answer and the technician cancelled the order. Mr. [redacted] contacted customer service and the representative explained that the order would need to be scheduled for the next business day. Mr. [redacted] requested to speak with a supervisor and the supervisor stated the same information. The order was scheduled for 12/22/2015 and completed as scheduled.
We do apologize for any inconvenience experienced and greatly appreciate this opportunity to address Mr. [redacted] concerns.
Respectfully,
LaToya J[redacted]
CenterPoint Energy
This response is in reference to complaint #:[redacted].
[redacted] billing dispute with [redacted] and CenterPoint Energy related to his outdoor sports lights is the subject to a pending proceeding at the [redacted], which has exclusive jurisdiction over billing disputes...
(not the courts). On June 3, 2015, an administrative law judge dismissed [redacted] dispute, but a final decision has not yet been issued by the [redacted].
We are not at liberty to discuss this matter. [redacted] will need to have further communication with the [redacted] and the CenterPoint Energy Legal Department.
Respectfully,
CenterPoint Energy
Executive Administration Office
Thank you for the opportunity to respond. We acknowledge receipt of Ms. [redacted]’s rejection to our previous response. Furthermore, we sincerely regret that we have nothing more to add to what has been previously stated. Based on our findings, no adjustment is warranted. We genuinely understand her frustration and wish there was something more we could do for her. Respectfully,Angela [redacted]
This is in response to Revdex.com complaint# [redacted] submitted by Mr. Todd [redacted] on behalf of [redacted] regarding the premise at [redacted]We truly understand Mr. [redacted]'s frustration and wish that it was within our control to assist him with...
his request. CenterPoint is the Transmission Distribution (TDSP) and we receive instructions from the electric retail providers (REP). Upon receipt of a Move-In order will trigger a Customer Meter order to print based on the “requested date” sent by the REP. The order was received on 4/15/16 with the requested date of 4/22/16. CenterPoint Energy has 3 business days from the initial requested move-in date to install service, weather and workload permitting, and if permit requirements have been meet.Any permits required to install the meter must be received – or the system will not print the pending Customer Meter order. Permit requirements are determined by the respective city where the address is located.Our records confirmed that Mr. [redacted]’s order was completed on 4/26/16; a day ahead of the allotted time.Regards,Angela [redacted]Tell us why here...
This is response to Revdex.com complaint# [redacted] submitted by [redacted] residing at [redacted]
Dear Mrs. [redacted]:
This letter is in response to your Revdex.com complaint wherein you allege a contractor, [redacted], working on behalf...
of CenterPoint Energy damaged your driveway on or about April 7, 2015.
The indemnity clause in the contact CenterPoint Energy has with [redacted] states, [redacted] will investigate any and all claims that arise out of the work they perform for CenterPoint Energy. As you are aware, your claim was forwarded to [redacted] for their investigation.
[redacted] investigated your claim and are of the opinion that the driveway was not damaged by the work performed at your residence. Site inspections conducted by [redacted] revealed that the damage to your driveway appeared to be pre-existing. MPT has thoroughly investigated this claim and concluded that the machinery they used operated approximately 3’ to 3-1/2’ deep. The depth in which this equipment was operating would not have caused the driveway to raise or lower.
Based upon the above information, CenterPoint Energy stands behind the denial of [redacted].
Sincerely,
CenterPoint Energy
Olga M[redacted]
Claims Representative III
[redacted]
Fax: [redacted]
Thank you for your patience in our response regarding Revdex.com Complaint# [redacted] for the address at [redacted], Houston, TX for [redacted]) – Mr. [redacted].
Our investigation revealed on 1/21/16, Mr. [redacted]’s electric new meter service order could not be completed due to needed repairs on...
his side (high leg in the wrong place). On 1/29/16, CNP field crew attempted to connect the new electric service again but there was no listed address or numbers to identify the address. On 2/2/16, Mr. ** spoke with a supervisor in CNP Customer Service to escalate his request for new service. The supervisor advised Mr. ** that whenever an order has been turned down or refused per the tariff approved by the PUCT and ERCOT the customer must request that another order be sent by their provider. **wever, on 2/5/16, a new meter (I63131680) was set and electric service was successfully activated at the subject address. Please know we apologize for any inconvenience this matter may have caused him.
If additional information is required please let us know.
Thank you[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.Thank you,[redacted]
This is in response to Revdex.com complaint# [redacted] submitted by [redacted] residing at [redacted]. On June 21st, Service Area Manager Charles [redacted] meet with Mrs. [redacted] to discuss the work done by one of CenterPoint Energy’s contractors. On June 8th and again on June 16th contract crews replacing rotten poles de-energized the service to Mrs. [redacted] residence. Mrs. [redacted] was also concerned with the disrespectful manner she was addressed by the crews. It was explained that the crews are required to make arrangements before turning off the service and Mr. [redacted] apologized that the crews did not follow proper procedures. Also, she was assured discussions will be held with their management concerning their failure to notify her of the outages and for the manner in which she was addressed during this time. Mrs. [redacted] was also upset with the way a tree in front of her property was trimmed by our tree contractor. One of the poles to be replaced was in the road right-of way near her front gate and it had an oak tree growing around it. She was very upset with the amount of trimming done to replace the pole and claims we trimmed more then what was required and that we had total disregard for her property. Some of the tree is on her property and some of it is in the road right-of-way and while the customer disagrees with the work done, the crews did what was necessary to replace the pole. In Mr. [redacted]’s option the tree trimming was not excess. Since there where communication cables on the old pole the crew cut the pole in half, leaving the cables attached to the stub pole. The customer was concerned about the stub pole and it was explained we would contact the communication companies and when they remove their cables from the pole, Mr. [redacted] would make arrangements to remove the stub pole. Mr. [redacted] apologized more than once for the crew’s failure to follow proper procedures and Mrs. [redacted] informed him his apologize was not enough. This event is being discussed with the contract crew management to make sure they follow proper procedures and to prevent this from happening in the future. Respectfully, Ana [redacted] CenterPoint Energy
This is in response to Revdex.com complaint# [redacted] submitted by [redacted]. Upon receipt of this complaint the complaint was forwarded to our Service Area to conduct the investigation. According to our Service Area Director [redacted] was...
advised of the action plan to resolve the outage issue and advised the work needed to do this multi-day project. [redacted] was also provided contact information for future issues and concerns. According to our Service Area Director [redacted] was pleased with the information provided. Respectfully, Ana H[redacted] CenterPoint Energy
This resolution is in reference to complaint number: [redacted].
Please be advised that the CNP Area Service Center has investigated the complaint submitted by: [redacted] in regards to the service address of: [redacted].
It is our understanding that the customer has...
been in direct contact with the Area Service Center regarding this complaint based on the following information:
March 2, 2016 – 3:45PM The customer contacted us yesterday and I returned his call today with no answer. We are trying to find a time we have crew resources available to complete the job. The customer is correct in that it was CenterPoint who dropped the ball on this one. Once I have a confirmed date, I will notify the customer. The work will take at least2 full days and maybe 3; not one.
March 3, 2016 – 7:51AM We had a crew supervisor field check the work yesterday. Based on his feedback, the job will be restated today and material order placed. It will take about a week to deliver material and 2 days for the construction. We left a voicemail for Mr. [redacted] with the same information this morning at 7:48am.
If the customer has any other questions, please contact the Area Service Center, as they have made several attempts to contact and resolve. If there are other questions, please feel free to contact Customer Service at 1-800-752-8036.
Respectfully,
CenterPoint Energy
Executive Administration Office
This is in response to Revdex.com complaint# [redacted] submitted by Ms. [redacted] residing at [redacted].Upon receipt of this complaint the account was reviewed and it was determined; that on 2/13/17, at 1:34 p.m., Ms. [redacted] placed a trouble call through our...
automated system (VRU), reporting partial service. We traveled to the premise but did not find any problem with our equipment or any other reports of outage events for this day. Please note the VRU informs the caller there may be a $50.00 charge if the problem is found to be on the customer’s side before the customer starts to interact with the system to report the outage. CenterPoint Energy was not found to be negligent in charging the $50.00 service charge. Based on the information above we do not believe any adjustments are warranted. Respectfully, Ana [redacted]CenterPoint Energy
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Thank you, [redacted]
This resolution is in reference to complaint #: [redacted].
This office has received confirmation that the natural gas meter was changed out on Monday November 30, 2015. We apologize for the long timeframe of resolution and inconvenience.
Respectfully,
Executive Administration
This is in response to Revdex.com complaint# [redacted] submitted by Mr. [redacted] regarding the premise at [redacted] Friendswood, TX [redacted].
Upon receipt of the complaint, we immediately forwarded Mr. [redacted]’s request to our CenterPoint Energy Claims Department for handling. On...
this same day we received an email confirmation from the Claims Department that Claim Number [redacted] was initially received on June 14, 2015, and regrettably the claim was denied. Please notice the attached letter that was mailed to Mr. [redacted] on June 16, 2015 from CenterPoint Energy Claims Department and a copy of the tariff was also mailed to the customer.
On July, 8, 2015, Ms. Greta W[redacted] in our Claims Department made immediate contact with Mr. [redacted] and the denial of the claim based on the tariff we operate under was explained in detail. Mr. [redacted] was advised that we regret the list of other appliances as mentioned in the attached letter, unfortunately do not fall into a category where he can be reimbursed or assisted with the repair or replacement of those items. Please understand that CenterPoint Energy makes reasonable provisions to supply steady and continuous electric service to its customer, but we do not guarantee service against fluctuations or interruptions.
Mr. [redacted] was informed that CenterPoint Energy has established a fund that provides assistance for certain electrically damaged essential appliances, i.e., refrigerators, air conditioners and stoves. Mr. [redacted] committed to submitting the invoice for the refrigerator and upon receipt of this information a recommendation will be made in regards to the fund amount. Again, please be advised that payment from this fund is not payment of his claim, but is made in an effort to express our appreciation of Mr. [redacted] as a customer. Additionally, he was advised that a check will be mailed for the replacement of his surge protector.
We appreciate the opportunity to research this issue. We sincerely apologize for any inconvenience that Mr. [redacted] may have undergone as a result of this matter. We regret that this complaint cannot be satisfied to the customer’s desire through this office. Should Mr. [redacted] have any additional questions or concerns regarding claim [redacted] we strongly recommend that he contact CenterPoint Energy Claims Department at 713 207-7722, as this office is not at liberty and does not have the jurisdiction to overturn and/or grant any claim made against CenterPoint Energy.
Respectfully,
Natalie E[redacted]
CenterPoint Energy
In
response to the [redacted] complaint # [redacted] filed by [redacted]
We
strive to provide the best possible service, and when that fails to meet the customers’
expectations, it’s important for us to know. After carefully reviewing [redacted]...
[redacted]
concern, we acknowledge and take full responsibility for the error that was
made by CenterPoint Energy in handling the account.
We
were able to speak with [redacted] in regards to his concern. There were two orders placed in [redacted]
name to start service that were submitted on the same day. The first one was
entered on-line, which can take up to 3 days to process. The second request was
entered over the phone with customer service for an earlier date. The order entered through customer service
was established without a deposit because we were able to perform a credit
check. However, by the time the on-line order was
processed, it was overlooked that the same party already had a pending
order. The online order was processed
without a credit check; a deposit was requested and it overrode the first
entered order.
We
appreciate the opportunity to address this matter and immediately removed the $75.00
deposit. We appreciate [redacted] as a valued customer and sincerely apologized
and regret the inconvenience we caused.
Regards,
Angela
B[redacted]
CenterPoint
Energy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. While CenterPoint has worked to initiate the process as described in their email, the issue that I contacted the Revdex.com will not be resolved until the claims department actually follows through on their proposal to fix the yard. Indeed, they called me two days ago and informed me that they would be working to correct the problem, but I have not heard back since then. Therefore, while I appreciate the effort to connect me with the claims department, the real issue is that the gas grill line is damaged and has been for several weeks. The resolution is thus pending until direct action is taken by CenterPoint to correct this problem.Thank you,[redacted]
This is in response to the Revdex.com complaint #[redacted] submitted by [redacted] regarding the premise of [redacted] [redacted] We have researched Ms. [redacted]’s account and found there has been no payment received since 4/12/17. Once the account has been disconnected for non-payment,...
the system does not have a threshold amount. The records show the service at the referenced address has been disconnected for non- payment in 2015. When a disconnection notice is issued, regardless of the amount, the customer is at jeopardy of being interrupted. As a courtesy, an automated outbound overdue bill call was made on 5/11/17 at 4:46 pm to [redacted]. According to our records, the previous balance of $32.95 was due no later than 6/3/17. (Please refer to attachment) In order to have the service restored, the past due amount, reconnection fees and if there is no security deposit on the account, one would be required to be paid before the service is reconnected. We did not find where a previous deposit was applied to the account. Based on our findings, we are unable to waive the fees as Ms. [redacted] requested. We encourage Ms. [redacted] to use our automated phone service to extend her account anytime she is unable to pay after receiving a disconnection notice to avoid future occurrences. Regards,Angela [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Ms. B[redacted]:Please do not surmise that wishing to compromise and bring this to a resolution is an admission of guilt. I did not “confess” to using your service. I said I understood your explanation on how a pilot light or appliance on standby can consume gas without ever having been used or turned on. As I stated to you, I did not live at the property—I was overseas—and have yet to fully move in. I did not use hot water, cook, or use the furnace. Since the actual cost of your product is small, $25 of a total of $165, I offered to cover it as a sign of good faith, which you seem to misconstrue as an admission of guilt; if being agreeable is seen as “confessing” then I rescind my offer to compromise.I find it hard to believe that Centerpoint has the right to set up an account in someone’s name without authorization or explicit consent; except in the case of a court order. Last I heard in the news, [redacted] is currently facing $185 million in fines for opening accounts/services for customers without their authorization. As you stated, there was an order to shut off the gas, which Centerpoint never fulfilled. No communication was ever made notifying me of a first attempt or a follow up attempt to close service for the previous owner. The first communication Centerpoint sent was a notification that an account had been created in my name with 4 months of back charges. As you stated, if the previous owner’s account had been successfully closed by Centerpoint as requested, there would be no charges and no issue. As it stands, it is CenterPoint’s fault and responsibility.Finally, the removal of a deposit is not a courtesy but a requisite, as a deposit is not a charge but a refundable security.
Regards,
[redacted]
This is in response to the Revdex.com complaint # [redacted] submitted by Mr. [redacted] regarding the initial meter reading at [redacted]. We communicated with Mr. [redacted] and informed him that we discovered the electronic reading and the manual reading from the...
contract technician taken on 2/13/17 were different. We agreed to use the electronic reading of 2429 to correct the billing. This will reduce the usage from 116 ccf for a total of $91.65 to 37 ccf for the corrected total of $40.98.We appreciate Mr. [redacted] for being a good customer and giving us the opportunity to respond to his concern. We apologized and hope to do better in the future. Respectfully,Angela [redacted]
Thank you for the opportunity to respond. CenterPoint Energy’s Credit Department reached out to Mr. [redacted] to assist with his concern. Please know that before any information is sent to collections a thorough investigation is done. There has to be several matches before a debt is connected to a customer and sent to collections. When a customer states that any information is fraud/ID theft and not theirs, a fraud package is mailed to the customer. When the Credit Department spoke with Mr. [redacted] to offer the fraud package, he declined and stated that he hired someone to clear his credit. Regards,Angela [redacted]
This is response to Revdex.com complaint# [redacted] submitted by Mr. [redacted]
On 12/3/2015 an online request was created to start natural gas service at the above service address. At the time the request was entered there was an advisory stating,...
“our current processing time is 5-7 business days. We apologize for any inconvenience. If you have an urgent matter, please call customer service.”
On 12/15/2015 the request for new service was entered and on 12/16/2015 an email was sent to Mr. [redacted] explaining an order was created for 12/18/2015and an adult of at least 18 years of age would need to be present. On 12/17/2015, Mr. [redacted] contacted customer service and requested to re-schedule the appointment and add a call ahead. The representative re-scheduled the appointment for 12/21/2015 with a call ahead. The representative explained the call ahead rules in detail and advised the call ahead would be by an automated system and provided which prompts to select.
On 12/21/2015 two call ahead attempts were made however there was no answer and the technician cancelled the order. Mr. [redacted] contacted customer service and the representative explained that the order would need to be scheduled for the next business day. Mr. [redacted] requested to speak with a supervisor and the supervisor stated the same information. The order was scheduled for 12/22/2015 and completed as scheduled.
We do apologize for any inconvenience experienced and greatly appreciate this opportunity to address Mr. [redacted] concerns.
Respectfully,
LaToya J[redacted]
CenterPoint Energy
This response is in reference to complaint #:[redacted].
[redacted] billing dispute with [redacted] and CenterPoint Energy related to his outdoor sports lights is the subject to a pending proceeding at the [redacted], which has exclusive jurisdiction over billing disputes...
(not the courts). On June 3, 2015, an administrative law judge dismissed [redacted] dispute, but a final decision has not yet been issued by the [redacted].
We are not at liberty to discuss this matter. [redacted] will need to have further communication with the [redacted] and the CenterPoint Energy Legal Department.
Respectfully,
CenterPoint Energy
Executive Administration Office
Thank you for the opportunity to respond. We acknowledge receipt of Ms. [redacted]’s rejection to our previous response. Furthermore, we sincerely regret that we have nothing more to add to what has been previously stated. Based on our findings, no adjustment is warranted. We genuinely understand her frustration and wish there was something more we could do for her. Respectfully,Angela [redacted]
This is in response to Revdex.com complaint# [redacted] submitted by Mr. Todd [redacted] on behalf of [redacted] regarding the premise at [redacted]We truly understand Mr. [redacted]'s frustration and wish that it was within our control to assist him with...
his request. CenterPoint is the Transmission Distribution (TDSP) and we receive instructions from the electric retail providers (REP). Upon receipt of a Move-In order will trigger a Customer Meter order to print based on the “requested date” sent by the REP. The order was received on 4/15/16 with the requested date of 4/22/16. CenterPoint Energy has 3 business days from the initial requested move-in date to install service, weather and workload permitting, and if permit requirements have been meet.Any permits required to install the meter must be received – or the system will not print the pending Customer Meter order. Permit requirements are determined by the respective city where the address is located.Our records confirmed that Mr. [redacted]’s order was completed on 4/26/16; a day ahead of the allotted time.Regards,Angela [redacted]Tell us why here...
This is response to Revdex.com complaint# [redacted] submitted by [redacted] residing at [redacted]
Dear Mrs. [redacted]:
This letter is in response to your Revdex.com complaint wherein you allege a contractor, [redacted], working on behalf...
of CenterPoint Energy damaged your driveway on or about April 7, 2015.
The indemnity clause in the contact CenterPoint Energy has with [redacted] states, [redacted] will investigate any and all claims that arise out of the work they perform for CenterPoint Energy. As you are aware, your claim was forwarded to [redacted] for their investigation.
[redacted] investigated your claim and are of the opinion that the driveway was not damaged by the work performed at your residence. Site inspections conducted by [redacted] revealed that the damage to your driveway appeared to be pre-existing. MPT has thoroughly investigated this claim and concluded that the machinery they used operated approximately 3’ to 3-1/2’ deep. The depth in which this equipment was operating would not have caused the driveway to raise or lower.
Based upon the above information, CenterPoint Energy stands behind the denial of [redacted].
Sincerely,
CenterPoint Energy
Olga M[redacted]
Claims Representative III
[redacted]
Fax: [redacted]
Thank you for your patience in our response regarding Revdex.com Complaint# [redacted] for the address at [redacted], Houston, TX for [redacted]) – Mr. [redacted].
Our investigation revealed on 1/21/16, Mr. [redacted]’s electric new meter service order could not be completed due to needed repairs on...
his side (high leg in the wrong place). On 1/29/16, CNP field crew attempted to connect the new electric service again but there was no listed address or numbers to identify the address. On 2/2/16, Mr. ** spoke with a supervisor in CNP Customer Service to escalate his request for new service. The supervisor advised Mr. ** that whenever an order has been turned down or refused per the tariff approved by the PUCT and ERCOT the customer must request that another order be sent by their provider. **wever, on 2/5/16, a new meter (I63131680) was set and electric service was successfully activated at the subject address. Please know we apologize for any inconvenience this matter may have caused him.
If additional information is required please let us know.
Thank you[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.Thank you,[redacted]
This is in response to Revdex.com complaint# [redacted] submitted by [redacted] residing at [redacted]. On June 21st, Service Area Manager Charles [redacted] meet with Mrs. [redacted] to discuss the work done by one of CenterPoint Energy’s contractors. On June 8th and again on June 16th contract crews replacing rotten poles de-energized the service to Mrs. [redacted] residence. Mrs. [redacted] was also concerned with the disrespectful manner she was addressed by the crews. It was explained that the crews are required to make arrangements before turning off the service and Mr. [redacted] apologized that the crews did not follow proper procedures. Also, she was assured discussions will be held with their management concerning their failure to notify her of the outages and for the manner in which she was addressed during this time. Mrs. [redacted] was also upset with the way a tree in front of her property was trimmed by our tree contractor. One of the poles to be replaced was in the road right-of way near her front gate and it had an oak tree growing around it. She was very upset with the amount of trimming done to replace the pole and claims we trimmed more then what was required and that we had total disregard for her property. Some of the tree is on her property and some of it is in the road right-of-way and while the customer disagrees with the work done, the crews did what was necessary to replace the pole. In Mr. [redacted]’s option the tree trimming was not excess. Since there where communication cables on the old pole the crew cut the pole in half, leaving the cables attached to the stub pole. The customer was concerned about the stub pole and it was explained we would contact the communication companies and when they remove their cables from the pole, Mr. [redacted] would make arrangements to remove the stub pole. Mr. [redacted] apologized more than once for the crew’s failure to follow proper procedures and Mrs. [redacted] informed him his apologize was not enough. This event is being discussed with the contract crew management to make sure they follow proper procedures and to prevent this from happening in the future. Respectfully, Ana [redacted] CenterPoint Energy
This is in response to Revdex.com complaint# [redacted] submitted by [redacted]. Upon receipt of this complaint the complaint was forwarded to our Service Area to conduct the investigation. According to our Service Area Director [redacted] was...
advised of the action plan to resolve the outage issue and advised the work needed to do this multi-day project. [redacted] was also provided contact information for future issues and concerns. According to our Service Area Director [redacted] was pleased with the information provided. Respectfully, Ana H[redacted] CenterPoint Energy
This resolution is in reference to complaint number: [redacted].
Please be advised that the CNP Area Service Center has investigated the complaint submitted by: [redacted] in regards to the service address of: [redacted].
It is our understanding that the customer has...
been in direct contact with the Area Service Center regarding this complaint based on the following information:
March 2, 2016 – 3:45PM The customer contacted us yesterday and I returned his call today with no answer. We are trying to find a time we have crew resources available to complete the job. The customer is correct in that it was CenterPoint who dropped the ball on this one. Once I have a confirmed date, I will notify the customer. The work will take at least2 full days and maybe 3; not one.
March 3, 2016 – 7:51AM We had a crew supervisor field check the work yesterday. Based on his feedback, the job will be restated today and material order placed. It will take about a week to deliver material and 2 days for the construction. We left a voicemail for Mr. [redacted] with the same information this morning at 7:48am.
If the customer has any other questions, please contact the Area Service Center, as they have made several attempts to contact and resolve. If there are other questions, please feel free to contact Customer Service at 1-800-752-8036.
Respectfully,
CenterPoint Energy
Executive Administration Office
This is in response to Revdex.com complaint# [redacted] submitted by Ms. [redacted] residing at [redacted].Upon receipt of this complaint the account was reviewed and it was determined; that on 2/13/17, at 1:34 p.m., Ms. [redacted] placed a trouble call through our...
automated system (VRU), reporting partial service. We traveled to the premise but did not find any problem with our equipment or any other reports of outage events for this day. Please note the VRU informs the caller there may be a $50.00 charge if the problem is found to be on the customer’s side before the customer starts to interact with the system to report the outage. CenterPoint Energy was not found to be negligent in charging the $50.00 service charge. Based on the information above we do not believe any adjustments are warranted. Respectfully, Ana [redacted]CenterPoint Energy