HVAC Services of Southwest Virginia

Our intent is to treat all customers with respect, this is why it is critical to enter correct information. After investigating the account, we found that the customer initially provided the incorrect address to turn on service; after the correct location was provided, the service
tech could not identify location due to insufficient address on the building. It is critical that correct addresses are placed on buildings correctly and visibly to ensure the meter is set at the correct location and to ensure meter readings are read on the correct location in the future for accurate billingThere is a service order to turn on service 8/26, however if the building is not marked properly the customer will be notified that service was not turned on

Complaint: ***
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I am rejecting this response because: Only offered to waive a $late fee
Regards,
*** ***

" LINE-HEIGHT: 150%"> Complaint:[redacted]
I am rejecting this response because: she states that someone moved into the homeHouse is still emptyRental did have lights on but illegalShe also inform me that they reread the meter which rep stated they couldn't because account was closeThey inform me that my bill in January was which I never receive a bill in this amountI did hang up after she accuse me of not telling the truthRegards,
[redacted]

Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
 
Regards,
[redacted]
 
 
 %

The account has been reviewed, there are no adjustments to be made to the account.  The customer was notified of any additional charges:Please note that your account is past due. Payment of...

$              must be received before 5:00 PM, on 8/14/2015, the last day to pay, or your service will be scheduled for disconnection on or after 8/17/2015. If any portion of the past due amount shown above is due to a returned payment, you could be subject to disconnection at any time. If payment is not receivedby the date and time indicated, you may also be billed additional $50.00 deposit Customers are provided several options to make payment and we encourage to take advantage of these options:HOW TO PAY To AVOID DISCONNECTION, pay Mon-Fri, 7am-5pm,using a 'real-time' AUTHORIZED payment option: ®My Account Online at entergy-mississippi.comQuick as a Click: The fastest way to pay ® Pay by Phone call [redacted] at 800-[redacted] ($2.95 fee for each $1000 payment by credit, debit or check)® Authorized Payment Location shown aboveor see complete list at entergy-mississippi.com Keep this entire notice for important information.

There is on other action to take on this account.  The vegetation manager has explained this to the customer.
Vegetation mowed under 3 phase line and there was no fence in the section that  was mowed.  He does have a semblance of a fence and it is still there.  Small trees in that section was cut but no damage to his fence. The customer was contacted and informed of the same findings by both managers. He claims the small trees under the power line was his fence.  He was informed all trees directly under  power line need to be cleared and that is what was done.

This customer is already working with agent in call center and a request has been submitted to make correction to the account. The customer has also been contacte.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Two (2) Entergy employees have called and each gave me their telephone number and asked that I call them if I have any further concerns.
Regards,
[redacted]

The customer claim has been referred to the claim adjuster for review.  Claims will contact the customer regarding a determination.

Complaint: [redacted]
 
I am rejecting this response because:  Just take a REAL look at the latest response from Entergy.  "All claims are reviewed and determined by the insurance adjuster. The customer has been provided the phone number to the adjuster."  So that statement is totally irrelevant. If they would pay attention to my last reponse, I typed plain and clear that I spoke with that person.  Well, after leaving SEVERAL messages pleading to call me anyway.  After about 6 hours of me trying to contact the adjuster, I hit another brick wall.  They clearly don't care about their customers and they are pretty much letting me know that my power outage problem was MY problem and not theirs.  So I guess it's MY mistake for bothering them.
 
 
 
 
Regards,
 
[redacted]

All customers are notified of the additional deposit as indicted below.  We strive to provide convenient options to customer to...

make timely payments to avoid additional fees.  Options such Bank draft, Pick-a-Date program and budget billing are available. The Customer Contact Center can be contacted to discuss these options further.  
Please note that your account is past due.
Payment of $----------- must be received before 5:00 PM, on 10/31/2014, the last day to pay, or your service will be scheduled for disconnection on or after 11/3/2014. If any portion of the past due amount shown above is due to a returned payment, you could be subject to disconnection at any time. If payment is not received by the date and time indicated, you may also be billed an additional $50.00 deposit.

We strive to provide the best service to all customers and there is a process to follow when there is an outage due to a storm.  Sometimes when there are isolated cases such as transformers serving one-two customers that customer may be the last to receive power as illustrated on the attached diagram.  An insurance adjuster is used to examine claims to make sure all cases are examined fairly.  We apologize for any inconvenience and the investigation is complete.

Revdex.com:
font-family: Verdana;">I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

150%;"> Complaint: [redacted]
I am rejecting this response because:  All houses after the power outage to the north, south, east and west had power restored.  EVERYONE except my house.  I called several times to report that I did not have power even though all surrounding neighbors did.  I was told that I was on a different power grid.  I asked with whom I shared  power grid because at least 7 to 9 houses in each direction had power so it seems logical that I would be on the power grid with at least one of those residences.  I received a post card from [redacted] on Saturday, June 21, 2014 to call Monday thru Friday 8am to 5 pm.  I started calling at 8:05 am on Monday, June 23, 2014 and the call went straight to voice mail saying she was in the office but unable to take my call.  I called throughout the day and left several messages.  I finally called the customer service line for Entergy pleading for help.  at exactly 3:44 pm, Ms. [redacted] finally found the time to return my call saying that after her investigation she found that they were not liable.  I asked regardless of the situation of all those people having power and I didn't.  I even asked if we could schedule a time for a representative to meet with me so that we could actually walk door to door to all the residents to the north, south, east, and west and verify that they all had power restored a whole day before I did.  It was not agreed to.  I am out of money for a hotel stay plus I paid my bill for Entergy services.  No one seems to care but I am sure if the shoe was on a different foot and they were put in my position, they would feel differently than the curt and condescending response I am getting.  I am simply asking for help.  A credit to my bill for the amount of the hotel stay.  I would not have had to stay at a hotel if my power had been restored like the other residences in the area.
 
Regards,
 
[redacted]

The customer was contacted on 8/12/2014, at that time it was discussed with the customer the process to follow regarding getting service at the location.  A response will be submitted to the Public Service Commissioner also on behalf of the customer.

The customer was advised July 8, that documentation is needed to credit the account for payment. Once documentation is received the account will be reviewed to make a determination regarding the additional deposit.  If the customer does not have a valid receipt, he can...

visit the [redacted] **, for a copy of the receipt. "7/8/15 - customer email. advised customer to send documentation of payment."

Please accept our apology if the medical process was not explained properly. Accounts are coded in advance for medical conditions.  We have submitted a request to have medical forms...

mailed to you.  The form is to be submitted to your physician for completion.  The form will then be mailed back for review, you will be notified by letter once the review is completed. There also programs such as Pick-a-Date, Bank Draft, and extension request available to avoid circumstances that may cause interruptions of service.

The customer was contacted on 3/5/14 advised meter test policy and fee was $** if there is not a problem with the meter, not $[redacted].  The customer stated she was on her way to work and would call back, my direct phone number was provided, however I have not heard back from the customer.

It has been verified the property owner/landlord called to change service into his name without any interruption of service.  The pertinent  information required was provided to change the service.  The customer called on 8/17, spoke with an agent and was advised a new...

application for service is needed to reestablish service in her name the customer stated she would contact the owner/landlord. The customer will need to make application for new service, the deposit has applied to the final bill.

This customer was contacted by vegetation management on 1/13/16 and 1/14/16 and was provided with detail of management findings. ...