Lakes Heating & Air Conditioning

I spoke with you on 12/23/15 to advise the delays in the installation of your new service was due to failing inspections. On 10/8/15, we were unable to conduct the scheduled inspection due to locked gates and no access to the area. On 11/9/15, you indicated you were ready for a re-inspection and we...

met at the premise: [redacted] S. [redacted] Ave, Chicago on 11/12/15. The inspection failed again as there was no work performed; you needed a new meter box and faceplate, ground rods (same as previously advised) and the contact person (landlord?) was informed to contact us when the work was complete for a re-inspection.  On 11/20/15, we informed the contact  a new order to reinspect was issued and that it can take 2 to 3 weeks to re-schedule the inspection. On 12/7/15, we explained the above situation to you; that the failed inspections are delaying completing the installation. We advised you that once the inspection passes, it can take up to 14 days and possibly slightly longer due to the Holidays to complete the order to install. On 12/17/15, we advised the landlord the inspection failed because there must be 3 ft of cable at the service entrance and the weatherhead requirements. On 12/21/15, you were advised the inspection passed and the order to complete the installation were issued. You were advised that we cannot provide an exact date, but could take up to 14 days or slightly longer due to the Holidays. When we spoke on 12/23/15, I advised you the service is scheduled to be performed by 1/12/16; and the Holidays and recent ice storm has delayed the installation somewhat. I left a message for you at your contact number today that the inspection is confirmed to be completed by 1/12/16 and I am working with the schedules to try to expedite the date. I will advise an update by 1/6/16. Thank you.

Initial Business Response /* (1000, 8, 2015/05/19) */
Unsuccessful attempts were made to reach you on 5/13/15 and 5/15/15 at the phone number listed on your account, messages were left and a letter was sent to you on 5/18/15 advising you established a four month deferred payment arrangement on...

3/16/15 for the $651.09 balance and agreed to $151.80 installments in addition to your current electric charges. At the time you established the agreement, you could have chosen a 12 month plan that would have divided the balance over 12 months and reduced the $151.80 intallment amount considerably. The plan is only to pay back the past due balance and you are still required to pay the current charges each month in addition to the installment amount.
Our records indicate we received two payments of $151.80 on 4/1/15 and 5/5/15; however the current charges of $115.51 are still due 5/26/15. It appears there is a misuderstanding of the terms of the agreement to pay the current charges plus the installment amount. In consideration of this, we will grant a one-time courtesy to establish a new payment arrangement for up to 10 months. This will reduce your monthly installment considerably and perhaps make it more affordable to keep the terms of the agreement. Please contact Customer Service at X-XXX-XXX-XXXX to establish a new plan if you wish. Otherwise, if you choose not to change the existing plan, your current charges of $115.51 are still due 5/26/15 and you would have two remaining installments of $151.80 each month plus your current charges.
You may also contact me directly to discuss this issue. My phone number is listed in the letter sent to your home 5/18/15. Thank you.

Mr. [redacted] was sent a disconnection notice on 9/16/16 and
was notified that his service could be disconnected on or after 9/26/2016 .
On 9/26 at 7:00 PM a medical letter was received on behalf
of Mr. [redacted]. The letter was reviewed on 9/27 at 12:28 pm and was denied due to
the service...

address on the letter being alternate to the address the customer was
pursuing a collections hold for. On 9/27
at 3:41 PM a revised letter was submitted on behalf of the customer. ComEd has 24
hours to review a medical letter upon receipt. The letter was reviewed and
approved on 9/28 at 11:37 am. Mr. [redacted] was not disconnected and has been placed on a medical hold and payment arrangement.

ComEd is in receipt of your Revdex.com inquiry
which indicates an unauthorized deduction was made from your bank account by
ComEd. A review of your account was conducted. 
Our records indicate the payment method used was schedule an e-check, whereby
the customer has to log...

into their online account to schedule an e-check
payment through their bank.  On 10/31/15
ComEd received the following notification: A $150.00 ECHECK PAYMENT USING BANK
ACCOUNT ENDING IN [redacted] HAS BEEN SCHEDULED FOR 11/17/15, and on 11/09/15 we
received another notification that A $150.00 ECHECK PAYMENT USING BANK ACCOUNT
ENDING IN [redacted] HAS BEEN SCHEDULED FOR 11/17/15; hence, the reason for the
$300.00 withdrawal on 11/17/15. Our records indicate on 11/18/15 your bank
account ending in [redacted] has been deleted from the MYACCOUNT profile. 
 
At the time of the
withdrawal, there was a balance due of $246.25. 
Once the payment of $300.00 posted to your electric account, this left a
credit balance of $53.75. You may request a refund by contacting our Customer
Care Center at 1-800-[redacted].  If you do
not request a refund, the credit balance will be used toward a future account
balance. I regret any inconvenience you may have experienced.

On 12/7/16, I spoke to you about your inquiry. Per our
discussion, I advised you that the call was reviewed from 11/23/16 and no
misinformation was provided. Your previous premise you had
service from 4/15/14 to 10/15/16. The account was on PIPP from 11/19/14 to
8/29/16 but when it...

terminated the Budget Billing component still remained on
the account.
 
A bill was issued 9/7/16, with a past due balance of $446.17.
On 9/21/16 the account was disconnected for nonpayment and was restored with a Medical
Payment Agreement on 9/26/16; the Agreement was scheduled to begin on the bill
issued 11/3/16. A new bill was issued 10/6/16 for $114.56, which was only
current charges.
 
You requested a disconnect for 10/15/16, which was physically
completed 10/17/16. The final bill included the billed out Budget Billing
arrearage and final bill, totaling $430.94. A call was made 10/17/16 to
establish a new account at the same premise and restore the
service until 10/24/16. A 7 day bill was issued for the new account totaling
$557.04, which included the transferred Medical Payment Agreement but not the final
bill amount from the first account at the premise.
 
A
new account was established at your current premise where both
the Medical Payment Agreement amount ($557.04) and the final bill amount
($430.94) transferred on 11/21/16. At
this time, the account balance is $1,046.42, with $7.55 past due and a current
bill of $1,038.87 due 12/13/16. The account has a pending LIHEAP pledge of $270.
The account is eligible for a deferred payment agreement. Recommended outside
agencies for possible additional assistance (i.e. [redacted]). You agreed to contact me 12/9/16 to confirm the next plan
of action; my contact phone number was provided. No additional action taken at this time. Thanks.

I left voicemails for the customer on 5/18 and 5/23 regarding her inquiry. On 5/24/16, a tech tested the meter (for the 2nd time) and it passed testing again with a weighted average of 100.2%. Tech replaced this meter with new AMI meter as a 1 time courtesy to the customer. I left a VM advising of...

the exchange on 5/24/16. Thanks,[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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/08) */
I have reviewed your request to be placed back on budget billings. Having reviewed your account this will be the second time we have to place the account back onto budget billing this year. I am willing to see if the computer system will allow...

the account to go back on budget billing but the budget billing amount will change (increase) to $153.00 per month as a courtesy, but not to allow the account back onto budget billing again if it comes off again within the next 24 months. Your budget bill amount is based on your average bill amount for the past 12 months, which is $118.82 and we have the current outstanding balance of $404.76 that we have to factor in; if we divide the outstanding balance $404.76 by 12 that equals $33.73 per month. Consequently, budget bill amount is the sum of $33.73 + $118.82=$152.55 rounded up to $153.00.
Due dates for residential service; the due date printed on the bill may not be less than twenty one days after the date of the post mark on the bill if mailed. ComEd reads the meter every 21 working days, taking into consideration the holidays that fall within the 21 working days. Therefore, we are unable to provide you with a definitive due date each month.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am being penalized for something that ComEd is not taking responsibility for. I have stated the payment terms I want, and no one from ComEd has contacted me to discuss this.
Final Business Response /* (4000, 9, 2015/09/22) */
The company's position remains the same. You may contact our Customer Care Center t @ X-XXX-XXX-XXXX if you would like to stop budget billing.
Final Consumer Response /* (4200, 11, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't understand how this is a resolution. ComEd will not even contact me to work with me. My complaint stands. ComEd is a horrible company to have to deal with when it comes to the customer. I've never had any issues like this with any other company out there. I wish there were other companies that I could use instead of this monopoly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the business provided false informationi have not be contacted by the business what so ever, I have not received any voicemails, and if I was late 8 billing circle wouldn't I have gotten a disconnection notice.?
Sincerely,
[redacted]

Hello Brian [redacted]:
 
On 8/6/15, a ComEd technician arrived at your premise and observed
tampering of the electrical meter that services your single family home. The
brown cabinet seal was broken, the bar seal on the meter was missing and the
meter disk was not rotating....


 
A review of your ComEd Account confirms that prior to 7/7/14, there was low
usage recorded. From 7/7/14 to 8/6/15, there was “0” kWh usage recorded. The
meter was exchange 8/6/15 and since then there has been monthly usage recorded
on the new meter. As you stated, the house has been vacant for years, however
the “0” kWh usage did not occur until 7/7/14. Because you are the account
holder, you have benefited from the tampering of the electrical
meter. Therefore, ComEd has charged the account a tampering fee of $488.61. The
tampering fee will remain on the account. No billing adjustments are warranted.
 
Best Regards,
 
Aarian [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
This only indicates that my meter is working properly. This does not answer why my bill is over 3xs more than my typical bill, especially during a month were it got cooler and I used my air conditioner less.

Hello, Ms. [redacted]. A thorough investigation of the three mention accounts was conducted and please be advised all Cash-Only blocks from the accounts have been removed and payments via any method will be accepted in the future. Late payment charges have been waived and the account balances have been forwarded to you under separate copy.  A letter was also sent to you, for your records, indicating the three checks from [redacted] / [redacted] of [redacted] were destroyed and not returned to the [redacted] as normal practice when the checks cannot be applied due to the payment block. Thank you.

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Having to take this as far as I did to get a fair response is EXACTLY the problem.   A full and immediate refund of any double billed charges must be available to the consumer without involving a third party. Change your policy and allow customer service to rectify the situation at the front end of the problem.  Your policy (or lack of) as it stands harms lower income customers in a significant way while adding nothing to the profitability of Excelon.  Do you really need to act like a financial bully and force customers to seek remediation from the Revdex.com over something so trivial as an accidental over charge? 
Sincerely,
[redacted]

We completed a meter investigation on 01/19/2016. The meter tested within limits and no foreign load issues were found. Mr. [redacted] submitted a photo of his meter on 1/14/2016 with a reading of [redacted] which is progressive to the last regualar reading of 47175 on 1/11/2016. Advised Mr. [redacted] it...

may be helpful to hire an electrician to check the wiring and inquire with the landlord if any construction occurred during that time.

To whom it may concern,This complaint has been worked: Spoke to [redacted], advised him that account is eligible for Medical Letter if needed. I explained the medical letter process to the customer as well. Account is also eligible to reinstate payment agreement "IF" it defaults. In...

addition, customer may also be eligible for ComEd's hardship grant if he is can demonstrate that he is experiencing a hardship, adv [redacted] facilitates the application process for hardship. Explained bankruptcy was dismissed back in February so written off charges were reinstated on acct. Customer had no additional questions, and stated he understood his options. [redacted]ComEd- Customer Relations[redacted]

Hello, Mr. [redacted]I understand you have rejected the response from ComEd in regards to making a special exception to honor your rebate request outside of the official rebate program period because you are good paying customer and I wish I could accommodate your request. Unfortunately, as I'm sure you understand, some rules such as the rebate period, are set in black and white and cannot be bent for one customer over another in order to be consistent and fair to all customers. If an exception of these terms would be made for one customer, it would be considered discrimination if not offered to another.  I'm sorry to advise the Company's position remains the same.

Spoke
to Ms. [redacted] and she confirmed that there was a credit card payment for $182
on 3/20/2018 setup by the customer on ComEd.com. The customer was looking to
avoid the payment being drafted from the checking account on the 23rd. Any
changes to Electronic Fund Transfers would need to be...

completed minimum of 5
business days prior to the due date. As of 3/23/2018 the account has had an
excess credit amount of $182.00 because of the 2nd payment. Offered
to issue a refund for the $182.00 and the customer agreed. Notified the
customer that she should have the refund in approximately 10-14 days.

Mr. [redacted] was made aware he would be responsible for these charges at the time of connect due to benefit of service.

2/10 A ComEd technician tested Ms. [redacted] meter.
Meter passed testing at 100.03%. 2/13 I left a voicemail for Ms. [redacted]
relaying that based on testing, the meter is accurate and there will be no
adjustments made to her bill.