Kelly Scott Heating & Air Conditioning, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
July 12, A J***, Consumer Affairs Specialist Duke Energy Re: Duke Energy Response to Complaint ID #*** 1. “In your response to the complaint with Duke Energy, you provided a Landlord Agreement signed with *** *** on September 17, 2002.” Subsequent to my signing the agreement, *** *** was sold to Duke EnergyDuke failed to request a new agreement from me after the company was soldThe *** agreement is not valid or enforceable as *** *** no longer existed after it was purchased by Duke Energy on April 3, 2. “On 2/22/the electric service was disconnected for non-payment.” Duke Energy allowed this bill to generate with late fees from August to February 2016--six months before terminating serviceAt least six bills would have been mailed and returned to Duke Energy as the ** *** *** address was not validDuke Energy took no action except to generate late fees and turn the bill over to collections to damage my credit3. “On 3/1/we received an oral request to cancel the Automatic Landlord Contract At that time the contract was cancelled.” As for the supposed oral request made on 3/1/2016, Becky from the Duke Cube Project department claimed in a voicemail left for me on May 10, 2017, that I mailed a request to Duke Energy on 3/1/to remove the transfer agreementI faxed a request for a copy of the letter from the Cube Project and never received a responseDuke Energy is now claiming that the transfer request removal was received orallyWhich is it? Either provide a copy of the phone recording or a copy of the letter or both if you have them4. “After the property was sold in no one called to apply for service at the address.” The property was sold in June During the months leading up to the sale and after the property was sold, a tenant was still living in Apartment * and the electric service was operating at the addressThe bill in question did not begin generating until August The claim that Duke Energy is owed by me for this bill is not valid nor is it fair and reasonableAny legal obligation regarding the property I once had was discharged when the property was sold in June The claim that a contract signed thirteen years earlier held through both the subsequent sales of the electric utility and the property in question is unreasonable As I requested from the outset, I want Duke Energy to withdraw the bill from the collection agency, remove my association with this bill and have the collection removed from my credit reports
Regards,
*** ***

Duke Energy has investigated the account and found that the customer failed to make a payment prior to the disconnection date of April 21, A bill was generated on March 27, for $due on April 20, 2015. That bill amount also included a returned check for insufficient funds of
$plus a $returned check fee from March 4, 2015. The bill generated as a disconnect notice, stating the full balance of $was due April 20, and a minimum past due payment of $was needed to avoid disconnection of service. The bill stated the past due amount needed to be received on or before the due date of April 20, 2015. When a payment has not been received and a service technician has an order to disconnect service, it is up to that service technician if they wait for a customer to call Duke Energy upon arriving to the residence to disconnect service.In this case, the customer was on the phone with Duke Energy attempting to make arrangements to avoid disconnection and the service technician did disconnect service while the customer was on the phone.As a one-time courtesy, Duke Energy has removed the $reconnection fee. To avoid this fee in the future, Duke Energy does require payments to be received on the account prior to a service technician arriving at a residence and disconnecting service. Also, if a customer is not receiving bills, Duke Energy must be notified. Duke Energy would not know a customer isn’t receiving their bills unless a customer advises of that information. Duke Energy has been mailing the bills to the service address for this customer and no mail has been returned back to Duke Energy by the Postal Service

RE: *** ** *** Duke Energy Mr*** was enrolled in Duke Energy’s Automatic Landlord ProgramI have provided a copy of the contract for review. The contract, signed by Mr***, was dated 9/17/The contract explicitly states: The
agreement will continue in force until cancelled in writingOn 2/22/the electric service was disconnected for non-paymentThe account balance was $I have included the final bill due 3/22/for reviewThe bill also shows the mailing address as *** *** *** *** ** ***Because the Final Bill was not paid it was turned over to a collection agencyOn 3/1/we received an oral request to cancel the Automatic Landlord ContractAt that time the contract was cancelledWe understand that Mr*** is stating the property was sold in June 2015; however we did not receive notification to transfer the service out of his name at that timeHe would have received a Final Bill after the service was disconnected at his requestAfter the property was sold in no one called to apply for service at the address. A new application for service was not process until after the service was disconnected on 2/22/This dispute is not between Duke Energy and Mr***Please let me know if you need any additional informationMy contact information is listed below A J***, Duke Energy Consumer Affairs Specialist Duke Energy (513) 287-

The customer was enrolled with our Ebill program when the account was started in February I show that the Ebill was removed from the account on 4/13/The customer was receiving paper bills in the mail after April The customer did receive a disconnect notice because they were
removed from their previous agreement in June because they missed paymentsThe customer did make a payment and Duke Energy has re-set the agreement on the accountThe customer currently owes $total, but nothing is due at this time until the new bill is generated Duke Energy is mailing the customer’s bills to the service addressIf the bills need to be mailed to another location, the customer will need to contact Customer Service to make that change

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

RE: Duke Energy *** *** The service was transferred into the name of *** *** on 9/30/Our records show the service was disconnected for non-payment on 12/28/During the time the service was active and in her name
she was unable to make any payments towards her balanceOn 12/28/the customer made an electronic payment of $to restore the service. On 12/31/the check was returned by the bankThe final bill account balance was $ The service was transferred into Ms***’ son’s name- *** ***’ name on 12/31/In March we received an on-line request to transfer the service into the name of *** ***An investigation of Mr***’s application for service confirmed his association with *** *** and *** ***. Our representative informed him he would be required to pay the past due final bill balance in the name of *** *** and the past due balance in *** *** name in order to have service in his name at this locationThe account remained in *** ***’ name On 3/31/*** *** called the company to inquire about the account balance in her son, *** ***’ name. She made a payment on the account On 5/31/the service was disconnected for non-payment*** *** contacted the company to inquire about what was needed to restore the serviceHe was advised because of his association with the account in his mother’s name a full payment of the final bill balance of $would be required in addition to the past due balance and reconnection fee totaling $on the current account in his name. The payments were applied to the accounts on 5/31/and the service was restored I spoke to Ms*** this morningShe stated that *** had been living in Illinois and did not reside with her in this property during the time the service was in her nameI explained she would need to provide documentation I can review in order to confirm his residency in Illinois during the time frame the account was in her nameMs*** has my contact information and has agreed to contact me once she is able speak with her son Please let me know if you need any additional information AJ*** Consumer Affairs Specialist Duke Energy 513-287-

We apologize for the inconvenienceWe have corrected the final bill to the requested date of 3/29/The charges have been canceled and there is a $balance on the accountWe have attached a copy of the corrected final bill

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear belowTheir response does not solve the problemDuke energy cut trees and brush that did not need to be cut and have made a mess out of the property involvedI will be happy to provide pictures of the propertyI took pictures before, during and after Duke Energy raped my propertyThere is NO excuse for Duke's actions and they offer NO resolution to the issues they have createdI intend to contest the easementThe easement was written in Things have changed drastically since Duke Energy abuses its easements
Regards,
*** ***

Duke Energy spoke to the customer and informed her that corrections were made to the account.   Appropriate coaching was also instructed to the representatives she spoke with, as inaccurate information was provided to the customer since she was advised to pay the entire balance before any...

corrections would be made.   Duke Energy apologizes for any inconvenience this has caused the customer.

Duke Energy apologizes for the inconvenience this has caused.  We investigated the meter and found that the meter reading on February 27, 2018 was incorrect.  We have made the necessary corrections and a corrected bill has been mailed to the customer.  The corrections resulted in a...

credit of $153.47.  That credit will be sent in the form of refund check within the next 3 weeks.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I no longer live there and the past due balance is my maiden name and I would remove that from her account so its two separate accounts so she can get her light turn back on even if she has to pay a deposit. This past due balance is not her's so she should she should be able to get her light back on since the balance is not her's
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]  there was nothing there to mention a bad read in november or of being told two times I would get an adjusted bill then was told I would not

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. I am relieved that we do not need to worry about people entering our back yard without our permission.  However, I wish some attention had been paid to the poor customer service I received when calling Duke Customer Service about this issue.
Regards,
[redacted]

Duke Energy apologizes for the customer’s less than desirable customer service experience. Coaching will be provided to the individuals involved.  It appears the previous owner had already disconnected the service by the time the customer called in for service. The agent did place the order for...

the same day, however due to the large number of outages we had due to storms, we were unable to complete that request the same day. I do show the service was restored the next day around 2:15pm.

RE: [redacted]        Duke Energy   Our records show on 6/14/17 equipment failure contributed to a circuit lockout resulting in an electrical outage. The outage, which lasted approximately 2 ½ hour’s affected 918 households. The outage event started at...

8:04 p.m. and ended at 10:34 p.m.  In order to resolve the issue we were able to engage another circuit to service our customer’s while repairs were made.   This outage was an unforeseen event and we apologize for the inconvenience. While we strive for excellence in our electrical reliability we are unable to guarantee continuous uninterrupted service.   [redacted] Claims Management Services ([redacted]) handles liability claims, or claims against Duke Energy for injury or damage to customer or their property.  [redacted] is responsible for generating claims on behalf of Duke Energy customers and handling all follow-up inquiries within five (5) days. The contact phone number for [redacted] is [redacted]. Please let me know if I can provide any additional details. My contact information is listed below.   A J[redacted] Duke Energy Consumer Affairs Specialist 513.287.2072

We waived the inspection for the customer, but we did receive an inspection today from the city. We reinstalled the customer's meter 10/13/16.

Duke Energy has a policy that requires a security deposit from customers if services are subject to disconnection.  This  particular account has been subject to disconnection 6 times in the past 12 months.  The payment history of the account justifies having a paid security deposit on...

file.   Your charges for electric service are reasonable and just as required by I.C. 8-1-2-4 and have been approved by the Indiana Utility Regulatory Commission(“IURC”).  Furthermore, Duke Energy is  authorized to charge a security deposit as allowed by the IURC in its approved  Tariff and the Indiana Administrative Code, 170 IAC 4-1-15(e) (copy attached). Duke Energy  will credit your paid deposit, plus any interest earned, to your bill upon  satisfactory payments for a period of either nine consecutive months or anynine out of twelve consecutive months. This is provided that there are no late  payments for any two consecutive months.   If you choose  to discontinue your service before the deposit has been credited, it will be applied to your final bill.  Any remaining credits would be sent as a refund check or will be transferred to another active account in your name if possible.

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. 
Regards,
[redacted]

Duke Energy has a policy that requires a security deposit from customers if services are subject to disconnection.  This particular account has been subject to disconnection  6 times in the past 7 months.  The payment history of the account justifies having a paid security deposit on...

file.  Duke Energy does not make payment arrangements on security deposits. Your charges for electric service are reasonable and just as required by I.C. 8-1-2-4 and have been approved by the Indiana Utility Regulatory Commission (“IURC”).  Furthermore, Duke Energy is authorized to charge a security deposit as allowed by the IURC in its approved Tariff and the Indiana Administrative Code, 170 IAC 4-1-15(e) (copy attached). Duke Energy will not be waiving or reducing the security deposit. The total account balance of $843.63 is due February 11, 2016. We must receive your minimum payment of $264.82 prior to February 12, 2016 to avoid disconnection of service.  To prevent future disconnect notices, the account balance must be paid in full by the due date each month.  We will credit your paid deposit, plus any interest earned, to your bill upon satisfactory payments for a period of either nine consecutive months or any nine out of twelve consecutive months. This is provided that there are no late payments for any two consecutive months.    If you choose to discontinue your service before the deposit has been credited, it will be applied to your final bill.  Any remaining credits would be sent as a refund check or will be transferred to another active account in your name if possible. The customer experienced this at her previous address. In January 2015 she was billed a security deposit because she had received 4 disconnection notices in 12 months. That security deposit was applied to her final bill for that address, which reduced her final bill amount to $98.14 which was transferred to her new account.