Minnesota Energy Resources - Home Services

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.?

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

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ The local supervisor checked into the complaint and this is the first he has heard about the concernThe history shows we were sent to the wrong address and completed a turn off but the call center did not go back and note or notify the account that was Turned offThis account is one of multiple accounts that a landlord ownsThe supervisor called Mr [redacted] and left him a voice mail apologizing for the mishap and stating we will reimburse him the $he was charged from the heating dealerThe supervisor also left Mr [redacted] his office number to call if he had any questions Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I feel after speaking with the supervisor, that we have both came to an agreement that is mutually agreeable to both partiesAnd I appreciate his quick action in dealing with this issue and I thank the Revdex.com for helping me solve this so amicably - [redacted]

The meter was stuck somewhere between 2/14/-3/14/when the meter was readThe meter was not stuck beginning 2/14/ Since there was still usage showing (ccfs) a zero use flag was not issuedAfter it was read again on 4/12/that is when the zero use was noticedAn investigate read was submitted on 4/24/Meter was exchanged on 5/4/Yes the customer owes on the account for amount he was billed.DEAD METER [redacted] - applied $adjustment for therms from 2/14/17-5/4/17; day periodMeter was exchanged 5/4/Usage was calculated based on past history, current usage and temperaturesBilled therms from 2/14/17-3/14/for $72; therms from 3/15/17-4/12/for $and therms from 4/13/17-5/4/for $Per our tariff with the MN PUC: In Section 8.2.E.6.c, the tariff reads “When the average error cannot be determined by test because the meter is not found to register or is found to register intermittently, Company may charge for an estimated amount of gas used but in no event shall such a charge be for a period longer that one (1) year.”

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. I do want to add the following note though.I understand that the supervisor's number provided to us was incorrect and that the supervisor did not receive our original voicemail. I'd have expected their customer support to follow up with their supervisor since we made several calls to support where we mentioned that we did not receive a call back from the supervisor. However, after submitting a complaint with BBB and BBB subsequently contacting the business, we received the call. We are satisfied with the resolution offered to us by the business, thanks to BBB's involvement.Thank you.soorej

Initial Business Response /* (1000, 5, 2016/01/26) */
The local supervisor checked into the complaint and this is the first he has heard about the concernThe history shows we were sent to the wrong address and completed a turn off but the call center did not go back and note or notify the account
that was Turned offThis account is one of multiple accounts that a landlord owns The supervisor called Mr*** and left him a voice mail apologizing for the mishap and stating we will reimburse him the $he was charged from the heating dealerThe supervisor also left Mr*** his office number to call if he had any questions
Initial Consumer Rebuttal /* (2000, 7, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I feel after speaking with the supervisor, that we have both came to an agreement that is mutually agreeable to both partiesAnd I appreciate his quick action in dealing with this issue and I thank the Revdex.com for helping me solve this so amicably
-*** ***

Initial Business Response /* (1000, 8, 2015/07/22) */
The scheduling for the meter routine was inadvertently missedWe did get the customer's service restored on 7/16/at 9:PM CSTWe made contact with her on 7/15/and she was not able to provide access to the property at that time,so we
advised her to call back when it was convenient for her and we would get her service restoredWe apologize for the customer's inconvenience; we offer no compensation

The meter was stuck somewhere between 2/14/-3/14/when the meter was readThe meter was not stuck beginning 2/14/14. Since there was still usage showing (ccfs) a zero use flag was not issuedAfter it was read again on 4/12/that is when the zero use was noticed. An
investigate read was submitted on 4/24/Meter was exchanged on 5/4/17. Yes the customer owes on the account for amount he was billed.DEAD METER ***- applied $adjustment for therms from 2/14/17-5/4/17; day periodMeter was exchanged 5/4/Usage was calculated based on past history, current usage and temperaturesBilled therms from 2/14/17-3/14/for $72; therms from 3/15/17-4/12/for $and therms from 4/13/17-5/4/for $18.60. Per our tariff with the MN PUC: In Section 8.2.E.6.c, the tariff reads “When the average error cannot be determined by test because the meter is not found to register or is found to register intermittently, Company may charge for an estimated amount of gas used but in no event shall such a charge be for a period longer that one (1) year.”

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

We have reversed the Time and Material charges. Customer will be staying on the service plan until her anniversary date of July, 2018. $was refunded to her account

After investigating the customer’s concerns we have updated the service address from Wells, MN to Owatonna MN We also confirmed the mailing address is correct The customer is a self-read customer due to being a Farm Tap accountMERC sends out a meter reading letter advising the
customer when to submit their self-readsIf the reading is not submitted by the date on the letter, the bill is estimated the following day The leader verified in April, the meter reading letter was sent on 4/advising to submit the reading by 4/29-5/the estimate reading was entered on 4/In May, the meter reading letter was sent on 5/advising to submit the reading by 5/29-5/an the estimate reading was entered on 5/The leader confirmed the meter reading letter has been escalated and is being looked into for resolution The leader escalated the customer’s statement and readings to the billing department for correctionThe leader spoke to the customer and apologized for the inconvenienceThe leader explained we have updated their service address, escalated the meter reading concerns, and requested to have their 5/statement cancelled and re-billedThe leader advised in the future if their statement is estimated, we will be happy to cancel the estimated statement and re-bill with the actual readingThe customer is satisfied with the resolution and follow up

A technician from Minnesota Energy Resources visited the customer’s premise to service the Central Air Conditioner on Wednesday September 7thIt was recommended that the appliance be replaced due to the mode of failureBecause the customer is enrolled in the ServiceChoice Platinum II plan, the
replacement of the air conditioner has been turned over to Minnesota Energy Resources' vendor to initiate a no charge replacement under the programIn response to the longer lead time in getting a technician on site, we are providing a free month of ServiceChoice coverage to the customer’s accountThe customer has been contacted by the ServiceChoice product manager and the vendor replacing the air conditioner in an effort to ensure that the replacement of the appliance is completed efficiently Thank you, David ***ServiceChoice Product ManagerMinnesota Energy Resources Corporationoffice: ###-###-####email: DS***[email protected]

We explained to the customer our intent is to provide superior service and we apologized for not calling her back. The customer was given an incorrect call back number so our supervisor was unaware the customer was trying to reach himWe agreed to reimburse the full charge for the washer
repairs upon receipt of the paid invoice. We agreed to credit months of ServiceChoice to cover the remainder of the year if we could continue to provide the customer's appliance repair needs. The customer agreed and was satisfied with our resolution

After investigating the customer’s concerns we have updated the service address from Wells, MN to Owatonna MN We also confirmed the mailing address is correct ? The customer is a self-read customer due to being a Farm Tap accountMERC sends out a meter reading letter advising the
customer when to submit their self-readsIf the reading is not submitted by the date on the letter, the bill is estimated the following day? The leader verified in April, the meter reading letter was sent on 4/advising to submit the reading by 4/29-5/the estimate reading was entered on 4/In May, the meter reading letter was sent on 5/advising to submit the reading by 5/29-5/an the estimate reading was entered on ? 5/The leader confirmed the meter reading letter has been escalated and is being looked into for resolution ? The leader escalated the customer’s statement and readings to the billing department for correctionThe leader spoke to the customer and apologized for the inconvenienceThe leader explained we have updated their service address, escalated the meter reading concerns, and requested to have their 5/statement cancelled and re-billedThe leader advised in the future if their statement is estimated, we will be happy to cancel the estimated statement and re-bill with the actual readingThe customer is satisfied with the resolution and follow up

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI do want to add the following note though.I understand that the supervisor's number provided to us was incorrect and that the supervisor did not receive our original voicemailI'd have expected their customer support to follow up with their supervisor since we made several calls to support where we mentioned that we did not receive a call back from the supervisorHowever, after submitting a complaint with Revdex.com and Revdex.com subsequently contacting the business, we received the callWe are satisfied with the resolution offered to us by the business, thanks to Revdex.com's involvement.Thank you.soorej

We explained to the customer our intent is to provide superior service and we apologized for not calling her back.  The customer was given an incorrect call back number so our supervisor was unaware the customer was trying to reach him. We agreed to reimburse the full charge for the washer...

repairs upon receipt of the paid invoice.  We agreed to credit 4 months of ServiceChoice to cover the remainder of the year if we could continue to provide the customer's appliance repair needs.  The customer agreed and was satisfied with our resolution.

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.

We have reversed the Time and Material charges.  Customer will be staying on the service plan until her anniversary date of July, 2018. $299.40 was refunded to her account.

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. I do want to add the following note though.I understand that the supervisor's number provided to us was incorrect and that the supervisor did not receive our original voicemail. I'd have expected their customer support to follow up with their supervisor since we made several calls to support where we mentioned that we did not receive a call back from the supervisor. However, after submitting a complaint with Revdex.com and Revdex.com subsequently contacting the business, we received the call. We are satisfied with the resolution offered to us by the business, thanks to Revdex.com's involvement.Thank you.soorej

A technician from Minnesota Energy Resources visited the customer’s premise to service the Central Air Conditioner on Wednesday September 7th. It was recommended that the appliance be replaced due to the mode of failure. Because the customer is enrolled in the ServiceChoice Platinum II plan, the...

replacement of the air conditioner has been turned over to Minnesota Energy Resources' vendor to initiate a no charge replacement under the program. In response to the longer lead time in getting a technician on site, we are providing a free month of ServiceChoice coverage to the customer’s account. The customer has been contacted by the ServiceChoice product manager and the vendor replacing the air conditioner in an effort to ensure that the replacement of the appliance is completed efficiently. Thank you, David [redacted]ServiceChoice Product ManagerMinnesota Energy Resources Corporationoffice: ###-###-####email: DS[redacted][email protected]