Lakes Heating & Air Conditioning

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, 2015/06/19) */
Thank you for your inquiry. I have thoroughly reviewed your account and wanted you to know we received your ID Theft Affidavit on 5/27/14 and on 6/6/14 we indicated the Affidavit was not notorized and must re-send the form with a Notary stamp,...

police report, drivers license, Social Security card and proof of residency from 5/18/12 to 10/24/12. If you wish to re-submit the information, you may; however until we are able to review the above documents, no billing adjustments are warranted at this time and you are still responsible for the balance. Thank you.

Retreived
items faxed to ComEd on 6/9/2017. Landlord wrote letter stating Ms. [redacted]  left the premise in June 2015 also faxed non
renewal notice and 60- day notice to vacate. We determined that Ms. [redacted] is
not responsible for charges following 6/2015 & charges have been...

removed.
We requested a letter from the credit agency confirming non pursuit of charges

I was unsuccessful in reaching Mr. [redacted] by phone at (708)
756-7103 and have left multiple messages for him on 5/5 and 5/9. I sent a letter to Mr. [redacted] apologizing for the
inconvenience and offering to share his feedback with our web team. Mr. [redacted]'s duplicate payments of...

$86.36 totaling $172.72 on
5/4/16 were applied to the 4/4/16 and 5/4/16 bills. He currently has a
remaining excess in credit of $5.07. The next read date is scheduled for
6/6/16.
I enclosed a 24 month activity statement with the letter for his reference.Thanks,Giulian

Spoke with Mrs. [redacted] at great length 7/22/2016
regarding her Revdex.com inquiry. I was able to confirm that the customer does reside
within the [redacted] in Wauconda IL but that 60030 belongs to Glen Ellyn which
is nowhere around the premise.  I
explained that the zip code would have been...

validated by the original engineers
who setup the services with the county or village when the premise was built. I
did apologize for any miscommunication regarding her concerns. The premise
mailing address has since been changed to [redacted] [redacted] and
we now have the customers most updated contact details. In addition as a
courtesy a request has been submitted to waive any late charges since 11/2016
=$73.08 and the deposit of $140 has been waived resulting in a credit of
$213.08 on the account at this time. The customer has since signed up for
e-bill on line at ComEd.com and the premise has a smart meter installed. Mrs.
[redacted] explained that what really made her the most upset was the lack
compassion or empathy when it came to the conversations with the supervisors in
the call center. The customer is aware that the calls in question will be sent
over for any coaching opportunities. Mrs. [redacted] also stated that there was
some damage to equipment at the premise. A copy of ComEd’s claim form was
e-mailed to the customer to complete and mail back for review

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]

I spoke with Ms. [redacted] regarding her high bill concerns we have previously investigated the meter situation on 4/19/16 and did not find any signs of foreign load at the time of the investigation and the meter tested within limits at 99.8% AVG,. Advised she can reinstate her payment...

arrangement

Mr. [redacted],Per our conversation on 3/31/17, I wanted to confirm that the bills from 5/25/16 to 8/24/16 have been cancelled and a refund check has been issued for the overpayment of $79.67.  In addition, the account has been removed from collections.

Hello, Mr. [redacted],Per our conversation today, 12/3/15, you indicated you had already received a response from the AMI department indicating we would make an attempt to install the AMI meter around the existing location of your A/C unit and if we are unable to, we will place the account on a...

delay for you to relocate the A/C unit when the weather breaks...weather permitting.I apologize for your inconvenience. Please contact me with the number I provided you if you have further concerns.  Thank you.

Complaint: [redacted]
I am rejecting this response because: change to my address and just wanted the total credited to my account. No check needed. My new address is [redacted] Moore Rd apt [redacted] Akron, oh 45319
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/25) */
We explained to the customer that at the time she set up an arrangement for her past due balance of $228. She had a total balance of $329.85 of this amount $230.84 was past due and the current bill of 99.01 due on 8/13. A collections arrangement...

was set up for the customer. $100.85 due on 9/3 current bill due on 9/10. Customer advised she cannot pay the 9/10 bill on time. Offered to put the customer on preferred due date to allow her more time to make payments.

Initial Business Response /* (1000, 5, 2015/05/18) */
On 12/20/14 your meter XXXXXXXXX was exchanged for a smart meter XXXXXXXXX. During the meter exchanged it was determined that your meter old was "jumper" whereby a wire connected from the line terminal to the load terminal diverted the flow of...

current. This condition allowed for us to bill your account but not capture all of your usage. It has been determined that you are responsible for the electricity usage that was not billed and any related service and equipment charges. ComEd is a regulated utility by the [redacted] When a customer has benefitted from meter tampering, the utility is not restricted to back billing of the account. As a result, your account was back billed from 3/28/13 to 12/20/14, based on the usage from your new meter from 12/20/14 to 3/27/15, 4,956 kWh,97 days of service, average daily usage 51.09 kWh per day. Based on the above information, the back billing of your account was warranted and there will not be a credit adjustment to your account.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
under 720 ILCS 5/16/-14 if com ed is accusing me of theft, they'd have to prove that I knowingly and without authority diverted and interfered with the meter that regulates the power supply to my home. the meter is in a public spot and as such, anyone can access the meter. com ed is charging me on circumstantial evidence without the benefit of providing any eyewitnesses, pictures or who discovered and or reported the meter that was allegedly tampered with. com ed should provide me or should prove they have photos, affidavits, etc. to prove that I am personally responsible for the meter tampering charge I am facing. absent any proof, I cannot see how com ed can charge me definitively with mater tampering that I had no knowledge of. com ed has presented no proof nor evidence of tampering and I deny the charges and any knowledge of tampering.
Final Business Response /* (4000, 9, 2015/05/26) */
The company's position remains the same.

8/29 ComEd removed locks on meter box. 8/30 Customer
notified ComEd that repairs have been made and requested restoral. Power restored at
1157 hrs same day. 8/31 I called Ms. [redacted] to confirm power had been restored and also
sent a claims form via email per her request.

Resolution
per Reliability: Engineer GD conducted a fact finding analysis to establish a
sequence of events related to 6 outages experienced during past year and
corrective actions. 9/19/15 the tree limb was removed from overhead wires.
2/19/16, mainline cable was replaced. 9/6 cutout was...

replaced. For other
outages the fuse was replaced. The customer is fed from single-phase
overhead primary wire service. GD spoke with Ms. [redacted] and advised of the
reliability improvements already made and that enhanced tree trimming will be
performed around these overhead primary wires as well.

Spoke to Mrs. [redacted] and explained that the
letter that was originally intended to be a medical letter was sent over to be
reviewed as a Life Support Letter. The letter begins with Life Support
Equipment and then the letter was sent for Life Support review instead of
medical letter review....

Notified the customer that I would honor this letter a
medical letter and she now understands why the Life Support letter was denied
and not reviewed as a medical letter. A new Medical Special Agreement has
been issued for AGREEMENT AMOUNT: 597.00 NUMBER OF INSTALLMENTS: 012 EACH INSTALLMENT
AMOUNT: 49.75.

Complaint: [redacted]
I am rejecting this response because: The representative from the business based the decision solely on my past payment indesrections. Ignoring the fact that the past specialist left us hanging out to dry. We made the first payment of the arrangement and responded promptly to continue with the agreeement only to be ignored and having to deal with the aweful customer service from the 1-800. I wish to speak to someone who will consider something other than a dollar sign to help us come up with a fair solution. I intend to pay my full balance but should not be forced to do so on the terms of a sales representative. I take full responsibility for the past payment errors, the company always ignores its own mistakes and highlights those of mine. I reject the representatives response because I feel like I am being penalized for my payment error, yet the company will not take any responsibility for the actions of its representatives. The representative's solution was for me to make a large payment and to call the 1-800, which has bright us to this point. All I asked is to be treated fairly, not just as a negetive balance. 
Sincerely,
[redacted]

Ms. [redacted],  A duplicate bill of your bill that was issued on 10/19/17 was mailed out to you today, please see the highlighted line item under TAXES and FEES which shows the Energy Efficiency credit of $10.09 that you received. The company's position remains the same, no further adjustments will be made.

Ms[redacted] Per the ComEd Claims Case Manager; he spoke with you on Monday, 3/13/17 and provided the Claims Departments direct fax number to submit a physical claim form. Once the claim form is received it will be reviewed and you will be contacted with the findings.

Complaint: [redacted]
I am rejecting this response because:I disagree with the statement provided by ComEd based on the following: 1) While the service may have been installed before your engineer visited the site, he should have directed the service to be moved to a location that energizing was possible. Instead, he directed the service to be left in its current location and relocated 4" lower. As I stated previously, the service should have been moved to a location where it could be energized at that time. He failed to do his job and then tried to make it the customer's problem. Par for the course for this company. 2) The messages left on my voicemail told me to return the call to [redacted] which is a number that is not in service. I have attached the audio file. So I am unable to call back and schedule anything. I have however left messages at [redacted] which have gone unanswered. Again, not surprising working with this company. 3) The fee that they charged in the amount of $1,362.65 may be a charge they they understand, but they do not apply it consistently. Like I mentioned, we have never been charged a fee for a circumstance exactly like this. Ever. They also failed to mention in their response that [redacted] promised to have this fee refunded on multiple occasions, but to date, no refund has been issued. So, in summary, their engineer failed in his duties, the company left voice mails that were impossible to answer, and they lied to me on multiple occasions. So, no, I do not accept their response.  
Sincerely,
[redacted]

A technician arrived at the premise on 10/28/2016. The meter tested within limits with a full load test of 99.9% and Light load test of 100%. The technician also completed a foreign load investigation and found no signs of foreign load at the premise. The next option would be to proceed with a home...

energy assessment to see what internally may be causing the customer's high usage. Provided the customer the information for home energy assessment