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Downing Motor Service Reviews (39)

Good afternoon,
Pursuant to NM State Statute, PNM is
restricted from giving out any customer information without the customers express permission.
62-8-Consumer information; disclosure prohibited
A. A public utility, as defined pursuant to Section 62-3-NMSA 1978, or its employees or agents shall not sell or disclose consumers' nonpublic personal information without the customer's permission or unless it is in accordance with standardized credit reporting practices, pursuant to the provisions of Chapter 56, Article NMSA or the federal Fair Credit Reporting Act or other reporting requirements imposed on the public utility.
B. Exempted from the provisions of this section are:
(1) the public regulation commission pursuant to the Public Utility Act [62-13-NMSA 1978] and the Public Regulation Commission Act [8-8-NMSA 1978] and rules adopted pursuant to those acts; or
(2) an action by a government agency or an officer, employee or agent of an agency acting on behalf of the agency to obtain telephone records in connection with the performance of the official duties of the agency
This statue means that I cannot discuss customer account specific information through this forum.
PNM schedules orders on a first come first served basis. PNM also has a business standard of completing all new service orders within three business days. Depending on the time of the year, it may not take the full three business days to complete an order. Unfortunately summer happens to be one of the busiest times of year for PNM. There are many factors that can influence how busy we are, and summer months tend to see much more service transferring activities than in other times of the year. We work on a first come first serve basis; in order to accommodate a request by a customer to have their service order worked sooner than originally scheduled would mean that another customer’s order is delayed. This is not fair to the customer that contacted us before the person who is asking us to expedite their service, and could be viewed as favoritism if we accommodated this request.
PNM does take into consideration medical conditions that require the customer or member of their household to have electricity. The customer would need to completely fill out and send in a medical certificate for this consideration. We send a medical certificate with every bill that has a past due balance. However if the customer does not have a certificate they can call PNM and we can mail them a medical certificate. Once a medical certificate is received and approved, then PNM will put a priority on the service order for that particular customer.
Please let me know if I can provide any other general information regarding PNM’s service orders
Aaron B***
PNM Executive Customer Relations

The extra $monthly charge has been refunded to the customers account, leaving a balance of $27.50. We apologize for any inconvenience this may have caused the customer. Please let us know if you need any further information

Complaint: [redacted]
I am rejecting this response because: No bill was sent to my new address or old address.  No one from PNM reached out to me and told me I had a balance due.
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Complaint: [redacted]
I am rejecting this response because:Thank you for investigating for me.  Although what PNM states in their response is true as far as the phone calls, etc., neither I nor my granddaughter were informed there had been a problem with this apartment before.  The customer service representative, although polite, did not inform ME that an electrician was needed.  My granddaughter called a couple hours after I did (that was MY fourth or fifth call to PNM) and was finally told the apartment complex needed to have an electrician check the wiring.  I realize that whatever regulations are involved may have prevented PNM from actually helping me, I am frustrated that I could not have been advised correctly on my first phone call instead of several phone calls and two enormous bills later.  I face a third enormous bill soon.  It seems to me that a public utility could me more helpful to the consumer.  I am a senior citizen and to tell me to unplug one appliance at a time, then go out and read my meter, which isn't just outside me door, is completely non-customer friendly.  The maintenance person at the apartment complex proved to my satisfaction that it was not one single appliance causing the issue.  But, of course, I am not trained or knowledgeable about electricity.  As an example, in my previous home I got an exceptionally high water bill.  When I called them, they gave me a number to call for an expert to come and evaluate the cause.  This was completed within days.  It proved to be a faulty toilet, the expert fixed it, and my only cost was the toilet repair.  That is what I expected from PNM instead of getting the run around and have me do the work of discovering the error.  The apartment complex has agreed to bring an electrician here and if they don't I will have to bring my own or move again.  My income is fixed and cannot withstand this sort of expense.   Sincerely, [redacted]
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Good afternoon,
Pursuant to NM State Statute, PNM is restricted from giving out any customer information without the customers express permission. 
 
62-8-11. Consumer information; disclosure prohibited.
A.     A public utility, as defined pursuant to Section 62-3-3...

NMSA 1978, or its employees or agents shall not sell or disclose consumers' nonpublic personal information without the customer's permission or unless it is in accordance with standardized credit reporting practices, pursuant to the provisions of Chapter 56, Article 3 NMSA 1978 or the federal Fair Credit Reporting Act or other reporting requirements imposed on the public utility.  
B.     Exempted from the provisions of this section are: 
(1)     the public regulation commission pursuant to the Public Utility Act [62-13-1 NMSA 1978] and the Public Regulation Commission Act [8-8-1 NMSA 1978] and rules adopted pursuant to those acts; or 
(2)     an action by a government agency or an officer, employee or agent of an agency acting on behalf of the agency to obtain telephone records in connection with the performance of the official duties of the agency.
Unfortunately I cannot discuss customer account information due to the statute listed above.  I can say that when PNM receives a payment via electronic transfer or debit from a customer’s bank our automated system will apply the payment to the exact account number as it has been listed on that payment.  If this account number is incorrect it is possible that the funds could be paid against an account that was not intended to receive said payment.  The only way that PNM could then find that payment would be to have the customer or their bank give us the specific account number used for that particular transaction. 
I would highly recommend that the customer contact our customer service center at 1-888-342-5766 to discuss their account specific information further and to see if we can get the account information that that specific payment was transferred too. 
[redacted]
PNM Customer Service Specialist
505-246-7316

Service was started under customer’s account on December 18th,
2014.  The customer signed up for
paperless billing on this date and gave PNM the same email address to send his
bills to as it is listed on this Revdex.com complaint. 
Every bill that PNM issued to the customer was sent to...

this email
address, including the final bill that they are disputing in this
complaint. 
The customer did not contact PNM customer service to stop
their electric service. Instead, they used
our website on November 7th, 2015 to schedule a move out order to be
worked on November 11th, 2015. PNM records every single phone call we
receive; we record the date, time, length, and voice conversation.  We also have records of when someone calls us
accidentally, and the call only last for a few seconds.  There are two phone numbers listed on the
customer’s inactive account.  I did not
find any records of either phone number contacting PNM in October or November
of 2015. 
The final bill for the account was created on November 11th,
2015 and mailed to his email address on November 12th.  Attached is a copy of this email.  The bill went unpaid, and the balance was eventually
written off and sent to a collection agency on February 20th,
2016.  This balance still remains unpaid
as of the writing of this response. 
PNM did send the customer his final bill via email as we had
done with all of his other bills and gave ample opportunity for the final
balance to be paid off before it was written off and sent to collections.  PNM has also acted in
accordance with standardized credit reporting practices, pursuant to the
provisions of Chapter 56, Article 3 NMSA 1978 and the federal Fair Credit
Reporting Act when this balance was sent to a collection agency.  There was no PNM error that led to this
balance being written of or being reported to a collection agency.

Authorization for release of information attached.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]there is no correspondence from directing pnm to apply any of my refund to be directed to [redacted]  this property is a rental and the tenant is responsible for utilities.  please provide documentation showing I requested that.  I have told them repeatedly either to refund to me or to transfer to my new residence at [redacted]

Complaint: [redacted]
I am rejecting this response because: The usage does not add up and PNM is again utilizing months out of the specification of the dispute. The month in dispute IS NOT NOVEMBER. This is highly unacceptable that you cannot even review the information provided and instead try to pull off other months to even out your falsified data.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Good afternoon,
 
Ms. [redacted] has recently contacted PNM regarding her high bill.  Our investigation has shown that this high and unexpected usage
did occur at her property, and has been accurately billed to her account.  When troubleshooting large bills a...

customer might
receive there some steps we can take to help try to determine the cause of
unexpected usage. However, PNM is
limited in the ways we can troubleshoot this type of complaint.  This is especially true when the complaint
involves an apartment complex.
 
When a customer calls us about a high bill, we want to check to make
sure their most recent meter reading was correct.  While our meter readers are experts in
reading these meters, they are only human, and occasionally make errors.  We will ask a customer to get a reading from
their meter if possible, and determine if we have read the meter correctly.  In this case the reading we got over the
phone confirmed the most recent reading as accurate.
 
Another troubleshooting step we will use to try to help understand what
appliance(s) a customer has that may be causing the unexpected high usage is to
do what we refer to as a ‘breaker test’. 
A breaker test works by having the person turn off all of their breakers
at the property, and then to check the meter to see if usage is still
occurring.  Then, one by one, we have the
person turn the breakers back on, and then check the meter to see which breaker
is connected to whatever is causing of the high usage.  While this will help determine where the
highest usage is happening on the property, it may not make it 100% clear what
the cause for the unexpectedly high usage is. 
To determine the exact cause of the usage, a customer or property owner
would need to hire an electrician to run tests to find the exact issue. 
 
In this particular case, the customer called us back after doing the
breaker test, and stated that the meters usage had recorded 2 kWh worth of
usage while the breakers where off.  This
tells us that there is possibly some sort of electrical connection that is
connected to the meter, which is not also connected to the breaker box.  In a house this can usually be easy to locate
and is usually something like a pool or hot tub that may be on the property but
has a separate breaker on a dedicated electric connection that may not be
connected to the breaker box.  However,
this can be much harder to determine at an apartment complex without the help of
an electrician.
 
With the exception of the electric meter, all of the electrical wiring
and equipment on any property is owned by the property owner, be it a home
owner, or the property owner of an apartment complex.  This wiring was not installed by PNM or owned
by PNM.  If there is something that is
connected to Ms. [redacted]’s meter that is not connected through the breaker
box in her apartment, then this is something that the property owner would need
to hire an electrician to find.
 
Prior to Ms. [redacted] moving into this apartment, PNM was contacted by
the apartment complex management to investigate a meter mix up between the
apartment she moved into and an apartment next door.  The investigation showed that the two meters
were mixed up, so PNM swapped the meters and correct this in our billing
system.  However, this was not a PNM
error that caused the meter mix up. 
Because all of the electrical wiring is owned by the property owner,
when PNM installs our meter at the property, we rely on the customer’s
electrician to properly label each meter box and make sure it is connected to the
right apartment.  PNM cannot tell if the
meter box is improperly marked.
 
Our meters can only measure the amount of electricity that flows
through it; they are unable to ‘see’ what appliance(s) are using the
electricity.  If there is an issue with
something that is causing unexpected high usage at her apartment, then the
property owner must hire an electrician to be able to determine the cause of
this usage.  This is an issue that the
tenant and property owner must work out between them. 
 
Please let us know if you need any further information.

I had tried to attach the final bill sent to the customer in previous reply.  I am attempting to upload this attachment again.  Please let me know if the attachment is not received.  The Final Bill was sent on November 12th, 2015 the day after service was stopped as requested by the customer.  This was sent to the same email address listed in the details of this complaint, and the same email address that all of the other bills issued to the customers account were sent too.

Good afternoon,
Pursuant to NM State Statute, PNM is restricted from giving out any customer information without the
customers express permission. 
62-8-11. Consumer information;
disclosure prohibited.
A.     A public utility, as defined
pursuant to Section...

62-3-3 NMSA 1978, or its employees or agents shall not sell
or disclose consumers' nonpublic personal information without the customer's
permission or unless it is in accordance with standardized credit reporting
practices, pursuant to the provisions of Chapter 56, Article 3 NMSA 1978 or the
federal Fair Credit Reporting Act or other reporting requirements imposed on
the public utility.  
B.     Exempted from the provisions
of this section are: 
(1)     the public regulation
commission pursuant to the Public Utility Act [62-13-1 NMSA 1978] and the
Public Regulation Commission Act [8-8-1 NMSA 1978] and rules adopted pursuant
to those acts; or 
(2)     an action by a government
agency or an officer, employee or agent of an agency acting on behalf of the
agency to obtain telephone records in connection with the performance of the
official duties of the agency.
This particular statue prevents
PNM from responding to this complaint with any specific customer account
information. I would highly recommend
that the customer contact our customer service center at ###-###-#### to
discuss their complaint further. 
 
Aaron
PNM
Executive Customer Relations

PNM did inadvertently charge the customer’s account for an extra deposit before her first bill was issued, but was also charged after she paid for her original deposit. Because of this, when her first bill was issued, the extra deposit was showing as past due on her account. When she made a...

payment that was supposed to go against her usage charges, our automated system actually applied that payment against the oldest unpaid charges on the account, the extra deposit charged. The supervisor that had suggested the customer make this payment had also included this information the trouble ticket that she sent to our billing team, to ensure that payment would be applied to the customer’s usage charges when the deposit issue was finally resolved.
The customer did call us about this issue on more than one occasion, and was advised that this issue would be resolved. At the time I am writing this response, the extra deposit has been removed from her account and the money paid against that deposit has been applied to her account balance. There was a new bill that was issued on Feb 22nd that still showed the past due balance, which prompted this complaint. At the time that bill was being issued the account worked required to fix the issue was still in process and not yet fully completed, thus why her February bill still showed this balance past due.
I apologize for any inconvenience and confusion our mistake has caused the customer. In some cases, like this one, there are factors that go into the amount of time it takes to resolve a billing or payment issue, and may take several business days for the process to be completed. At this time the customer’s account balance is now $28.72 for current charges for February, and there is no longer a past due balance for $40.00 for the extra deposit. The adjustments will reflect on the customer’s next bill to be mailed March 21st. Please let us know if you need any further information.

I desperately need help getting pnm to transfer my service to my new address my daughter needs to take her breathing treatment every night and she wont be able to without electricity!  Please help I have four children at home

Complaint: [redacted]
I am rejecting this response because:No where did we see or sign to that so call regulation... the account information is the same information that has always been entered.  I do not have cash and am charged 2.50 just to take cash from my payday card... I do not have bill pay because it's not a normal bank, and money orders are an additional charge that my low income family can not afford. PNM does not want to work with customers to help them at all... Bottom line.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Good afternoon,
Pursuant to NM State Statute, PNM is restricted
from giving out any customer information without the customers express
permission. 
62-8-11. Consumer information; disclosure prohibited.
A.     A public utility, as defined pursuant to
Section...

62-3-3 NMSA 1978, or its employees or agents shall not sell or disclose
consumers' nonpublic personal information without the customer's permission or
unless it is in accordance with standardized credit reporting practices,
pursuant to the provisions of Chapter 56, Article 3 NMSA 1978 or the federal
Fair Credit Reporting Act or other reporting requirements imposed on the public
utility.  
B.     Exempted from the provisions of this
section are: 
(1)     the public regulation commission pursuant
to the Public Utility Act [62-13-1 NMSA 1978] and the Public Regulation
Commission Act [8-8-1 NMSA 1978] and rules adopted pursuant to those acts;
or 
(2)     an action by a government agency or an
officer, employee or agent of an agency acting on behalf of the agency to
obtain telephone records in connection with the performance of the official
duties of the agency.
Because of
the above mentioned statute, PNM is unable to disclose any customer
specific account information regarding this complaint.PNM Executive Customer Relations

Good afternoon,
 
The customer
did have a deposit on his account for the [redacted] address in the
amount of $390.00.  On March 27, 2010,
the deposit along with interest was paid back to his account, giving the account
a credit of $392.41.  On March 29th,
2010, a new electric bill was issued in the amount of $130.15, which was taken
out of the credit on the account, reducing the credit to $262.26. 
 
The customer
had had active service at [redacted] until February 2nd, 2010,
when a new customer called to take over service at that address.  The final balance due was $272.12, and went
unpaid for over 30 days.  On March 31st,
2010, we transferred this unpaid balance to his active account at [redacted].  When the transfer was
completed, these past due charges were mostly paid for by the $262.26 credit on
the active account at [redacted], leaving a balance due of $9.86.
 
NMAC Rule
410 allows electric utility companies to transfer unpaid balances from premises
no longer active in that particular customer’s name to any other active account
under the same cr
 
“NMAC 17.5.410.32 PROHIBITIONS ON
DISCONTINUANCE OF SERVICE: A utility
shall not discontinue service for: B.
the failure of a residential customer to pay for service received at a separate
metering point, residence, or location; however, in the event of discontinuance
or termination of service at a separate residential metering point, residence,
or location, a utility may transfer any unpaid balance due to any other
residential service account of the residential customer and proceed in
accordance with subsection B of 17.5.410.31 NMAC;”.
 
PNM did give
the customer back his $390.00 deposit plus interest earned on this deposit throughout
the time we had a deposit on file for his service.  The deposit was only applied to electric usage
that they were responsible for under their specific account
number. 
 
As far as
the account being on our Landlord Standby program, we are not sure what
relevance that has to this complaint, however we are showing that the customer
had requested that the landlord standby program be setup at the [redacted]
address on 4/25/11, and this was only recently terminated by the customer
through our website on 5/2/16.
 
Please let
us know if you need any further information
 
PNM
Executive Customer Relations

Good afternoon,
Recently, PNM received two payments for this customer's account that were returned. One payment was returned due to insufficient funds, the other payment was returned because the account the payment was make against does not exist. PNM’s policy is that after two or more returned payments are received in a very short time, we will no longer allow a customer to make payments by online methods.
However, a customer can still pay with cash, Cashier’s check, Money Order, or by using their financial institutions automatic bill pay. The block from paying online lasts for 12 months, and once the 12 months has passed the payment restriction is then lifted off of the customer’s account. PNM is not obligated or responsible for compensating any customer for any costs they incur to pay their electric utility bill.
PNM Executive Customer Relations.

Thank you for your inquiry. I’ve reviewed the account you’ve
submitted and find that PNM has performed our required functions for billing
correctly in this instance. I’d like to explain our investigation and
conclusion.
 
Our...

customer has asserted that the usage this winter has
been a great deal higher than last winter, and that is correct. The total
billed consumption from November 2016 to February 2017 is around 89% higher
than the same period the previous year. We can certainly understand why that
would be a cause of concern to any customer.
 
PNM’s responsibilities in rendering a bill to a customer can
generally be considered to provide an accurate measurement device, collect an
accurate measurement each billing period (within reason), and bill for all electricity
measured.
 
We provide a meter to each customer that is pre-tested for
accuracy. In this situation, due to the large increase, we exchanged the meter
used for the period in question on March 17 and subsequently tested it. The
meter is operating within normal limits, as defined in public utility
regulations issued by our governmental oversight authority, the New Mexico
Public Regulation Commission (NMPRC). This means that we did provide an
accurate measuring device.
 
It is PNM’s responsibility to obtain an actual meter reading
from each meter for each billing period. Because human error is an inevitable
reality in our business, we use a process (as do most utilities with metered
service) to account for human error and ensure that the process will “self-correct”.
Our meters are not reset while they are on a customer’s property; they continue
registering from the last reading, similar to how a car odometer doesn’t reset
when you turn the car off. If you’ve not ever seen how that results in a
self-correcting system, I’ll provide an example. [redacted] just built a new home, and
got a brand new meter with a starting reading of 0. In his first month, he uses
100 kilowatt hours (kWh) of electricity, and so his meter reads “100”. However,
the meter reader accidently enters a reading of “150” into the system. This
means that for month 1, [redacted] has paid for 150 kWh of electricity, which is more
than he used. However, the meter keeps recording for month two from its actual
first reading of “100”. [redacted] also used 100 kWh in his second month, and so on
meter reading day, the meter now reads “200”. The meter reader in month 2
enters the correct reading of “200” into the system. Our system recognizes that
[redacted] was already billed for 150 kWh last month, and so only bills him 50 kWh
this month. If we’d taken the correct reading for month 1, [redacted] would have been
billed for 200 kWh for the two months. Even with the error, though, [redacted] is
still only billed for 200 kWh.
 
At the account referenced in your inquiry, we took a reading
of 10918 on March 17, 2017 when we exchanged the meter for testing. The last
clear and undisputed reading was taken on November 18, 2016 at 3580. This means
that, since the meter was measuring accurately, we know for certain that 7,338
kWh were used between November 18, 2016 and March 17, 2017. This particular
customer is disputing a bill based on a reading taken February 21, 2017 of
9158. Because 9158 is between the two verified reads, it’s likely correct (if
it were higher than the read in March, we’d know it to be an error because the
meter does not run backward).
 
While ordinarily PNM must obtain an actual reading each
billing period, there are situations in which we are permitted to estimate a
bill, and this account was estimated in December, as a locked gate prevented
our meter reader from taking the reading. Typically speaking, as estimates
under these conditions are permissible, we don’t offer to review the final cost
of a bill based on the estimate unless the customer can either provide us with
a reading or requests a reread. However, given that the January and especially
February bills were higher than expected, we decided to make certain that a
combination of the estimate, a potential human error (there’s no evidence of
such but it’s always a potential), and the way our pricing structure works
didn’t adversely impact the customer.
 
PNM’s pricing structure for this rate charges customers a
low rate for the first 450 kWh in a standard billing period, a slightly higher
rate for the next 450, and a premium rate for usage in a billing period
exceeding 900 kWh. Because our residential pricing structure is such that
customers pay more for electricity the more they use each month, and the fact
that this customer had an estimated reading and higher than typical consumption,
we decided to run a simulation available to us in these circumstances to see if
the customer was impacted substantially by these events. In this case, we
looked at the kWh consumption from November 18, 2016 to February 21, 2017 to
find a daily average. We multiplied that average daily consumption and used the
average to figure out how much consumption would have been billed in each
billing period (based on the number or days, since that can vary). We simulated
bills for the newly calculated usage, and found that the difference to the
customer would have been less than $5.00. That is not enough to justify
rebilling the account, as it suggests that the initial billing was correct.
 
To sum up, PNM has thoroughly investigated this matter.
We’ve determined that we have correct readings from a working measurement
device, and that human error was unlikely, because apportioning the usage
evenly over the three months in question makes almost difference in the final
price of the bill.

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