Morgan Stanley

The customer signed up for a payment arrangement via Web Self Service and was advised of the terms and conditions. As a one-time judgement, the company went outside of company guidelines and allowed the deposit for this customer to be paid in payments as opposed to paying the deposit upfront in full prior to service restorationThe customer’s services were restored based on this one time exception to company guidelines that the customer agreed upon

I am rejecting this response because:
I already replied, this is unacceptableTheir response was a complete copy/paste from the original script someone sent, perhaps a robot.

Initial Business Response /* (1000, 5, 2016/06/03) */
Our records show that when service was placed under Mr***'s name at this location, a deposit was not required Mr*** had an account balance due of *** on 02/07/ We received a payment in the amount of *** on 02/09/ The
electric service at this location was shut off for non-payment on 03/17/ To have the service restored Mr*** was quoted his past due charges, a reconnection fee, and a deposit in the amount of *** Deposits are automatically refunded when the utility account has been paid on time in full for consecutive months, or if the utility has been paid on time times in a twelve month period without consecutive late payments Mr***'s deposit is scheduled to be refunded on 01/30/if his account is paid in full every month by the due date

Initial Business Response /* (1000, 5, 2016/06/10) */
Thank you!
I have looked into this
situation!
***
I understand this customer dropped his truck off with no appointment and left it on our lot with no communication! Our people tried to track down the owner to find out why it was left there and what needed to be done! We didn't sell this unit as it is an older unit so we had no record of sale!
after some time went by we found out that the customer lost his key's and had no spares so we had nothing to work with what so ever! the customer was given an estimate of the repair before we proceeded and agreed to the repairs!
We strongly feel that this customer is simply trying to get the parts and labor for free and that simply will not happen!
*** ask that the customer simply pay the bill ***
Thank you for bring this to my attention!
PS! Please advise the customer that we have a $** storage fee ''LOT FEE' we may apply soon if the customer doesn't come in and pay their bill and take delivery of their vehicle and at this point we have not charged that fee!
Initial Consumer Rebuttal /* (***0, 7, 2016/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All the above mentioned by whomever wrote this is all falseThe primary person I inititally spoke to was on march 30thThe service man said "it will be no problem have it towed into us"So I did by ***As they just informed me yesturday of the date it was towedI also put a note taped on the steering wheel to leave my contact info in case anything went wrongI heard nothing for weeksI then phoned in *** So I went in to see the servicemanHe again said he was just taking care of it and I asked "ok ill trust you this timeBut can you please return my calls and also keep me informed"*** *** Now I was waiting weeks still hearinh nothing to now I decided on week to call and speak to *** called me back*** Where is it on my lotProve it." I told him where the truck was located on the lot and he hung up! He then called back and told me he had it and will begin workI then got a call that I missed and returned and I went in to speak to a head managerHe said it would be a couple hundredI said well make sure you at least let me know if you are getting to the over *** rangeHe said well I cant see that happening and l will assure you that for all the hassle you went through we will give you the best deal possibleIt now has been weeks (OVER MONTHS)*** *** I have been very cooperative and not once have raised my voiceHe mentions that "i just dropped off my truck"Do you really think that I would just have my truck towed and dropped off and expect them to figure out why its there*** *** (***) ***
Final Business Response /* (4000, 14, 2016/06/28) */
This is the case I was reference to!
Yes we had an over site
Yes we tried to contact and he had no contact at first
No he didn't trie to contact us at first
I offered him $*** off the bill
Now he wants it for free
I believe a reasonable person would had dropped the unit off and than informed us that he did and what he would like doneAnd pick it up and pay their bill
Yes there was lack of communication on both sides
We will not be paying for his bill
He signed the work order and was called with an estimate and gave us the go ahead to do the work
He now is reluctant to pick up his unit so I have no choice but to start charging him our storage fee of $** a day
***
Final Consumer Response /* (4***, 17, 2016/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the risk of being charged lot fees I went to the dealership and paid the fee of $***
*** The initial paperwork I signed (and I was given a copy) even has in large writing, in the middle, written by your manager ray, "customer wants to be advised if over $***." That ALSO DID NOT HAPPEN! The price was over $*** ***
The note I left in the truck was still here where I put itWe can check your cameras to even see that I was there speaking to your staff and when the truck arrived in your lot
I have witnesses who have taken me on all those interactionsAnd I have the name of the starf member who was dealing with me***
Lack of communication on both ends you say? Why is it that im supposed to continue to check up on my truck, which I did with continuous phone calls and appearances
***
Even if it wouldve been dropped to $*** or *** I wouldve accepted it because at least they admit they were wrong and that has them take a loss and shows they were sorryBut nothing at all was given any sympathy to how this all was done by their people***
*** (***) ***

We were first notified of this grade on 9/18/17, per feedback at that time Grade leaks do not pose any danger to the customer Regulations state have a specific amount of months to repair a grade leak to remain within compliance Based on compliance guidelines, we
have until 12/18/to make repairs The customer was notified and updated on the status of this leak in regards to repairs

Initial Business Response /* (1000, 5, 2016/02/17) */
The last payment we received on this account was $on 08/04/which left a credit balance on the account of $ The account was read and billed again and a payment was due on 09/06/ Since payment was not received a reminder of
past due was issued on the statement dated 09/21/ Disconnection Warnings were issued on 10/20/15, 11/06/15, and 12/18/for past due balances Since no payment or contact was received from the customer the electric service was shut off for nonpayment on 01/07/ We then found jumpers in the meter box and we removed the electric meter on 02/10/ A statement was issued in the amount of $1,on 02/16/(which included unauthorized usage charges) We received a payment in the amount of $on 02/16/which leaves a utility account balance owing of $
OFFER:

Initial Business Response /* (1000, 5, 2015/09/25) */
Contact Name and Title: ***
We reviewed the call and the identity was confirmed over the phone We had no reason to suspect any different Shut off order was changed to requested date
OFFER:
Initial Consumer Rebuttal /* (3000, 7,
2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't except the response because I told the company it was fraudI feel that there needs to be a better way to verify a customer identity due to fraudulent issuesThere was no investigation done to say this customer is right and how do we stop this issue from happening againWhat the company is saying is I can have someone information and call in and make whatever request I want and the customer not know at all and this request is concrete law even if it's done fraudulentlyI don't want to do business with any company that doesn't have a fraud department
Final Business Response /* (4000, 9, 2015/10/02) */
Contact Name and Title: Karen *** - CCA
We received a call from a gentleman who identified himself as Mario *** He verified the last four numbers of Mr***'s social number and his date of birth He asked us not to disconnect the services on 08/31/ We have advised Mr*** if he feels he is the victim of identity theft, he should take the proper steps to report it
OFFER:
Final Consumer Response /* (4200, 11, 2015/10/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No because it doesn't solve anythingThere needs to be a better security feature in place or the same thing may happen to someone else

I am rejecting this response because:
I already replied, this is unacceptableTheir response was a complete copy/paste from the original script someone sent, perhaps a robot

Initial Business Response /* (1000, 5, 2016/02/08) */
Contact Name and Title: Karen *** - CCA
On 02/03/our DSM Department left a voicemail message for Mr*** He will be getting his rebate We have been advising our customers, "Due to the overwhelming positive response we had to our
Energy Efficiency rebate program, NIPSCO is asking for your patience while we properly process all qualifying applications If you sent in a application, please be advised that as long as your measure meets all qualifying standards and your application is approved, you will receive your rebate by no later than the end of March."
OFFER:
Initial Consumer Rebuttal /* (2000, 7, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2017/08/31) */
Customer agreed to pay *** on 7/28/17, as a judgement we agreedCustomer only paid ***
A new disconnection notice was sent to the Customer on 8/1/in the amount of *** that needed to be paid in order to avoid disconnection
A
statement was sent to the Customer on 8/2/and stated Amount Past Due - Pay Immediately ***
Services were disconnected on 8/17/as indicated on their disconnection notice
The Customer is required to pay a reconnection fee of ***
Initial Consumer Rebuttal /* (3000, 7, 2017/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Current bill did not show disconnect, even after I paid the *** Received letter days after disconnectNO phone call from nipsco, so supervisor must have lied? About callingAm told now that I have bills due in September, was never told about that, because I asked when my next bill would be due, was informed towards late September, now due by Sept 14.and second due around end of SeptemberHave received different bills since then, all stating different amountsClearly nipsco no longer has a handle on thingsAlso, train your employees better, have been told different interest amounts on my deposit, that I will call weekly to see how my money is doingWas told that I get my money back after nine months recent call was informed will not receive back until the 10th monthWHAT A JOKEI no longer trust nipsco, and all contact I have with them will reflect that
Final Business Response /* (4000, 9, 2017/09/01) */
The Customer is required to pay a reconnection fee of *** Multiple NIPSCO Representatives have explained all details to Ms*** over the phone

As stated before, the company was first notified of this grade on 9/18/Grade leaks do not pose any danger to the customerRegulations state that the utility company has a specific amount of months to repair a grade leak to remain within complianceBased on compliance guidelines, we have until 12/18/to make repairsThe customer was notified and updated on the status of this leak in regards to repairsThe customer is also in direct contact with the company's *** ***g Leader regarding the status of this projectThey have exchanged direct contact information at this time

We were first notified of this grade on 9/18/17, per feedback at that time? ? Grade leaks do not pose any danger to the customer ? Regulations state have a specific amount of months to repair a grade leak to remain within compliance? Based on compliance guidelines, we
have until 12/18/to make repairs? The customer was notified and updated on the status of this leak in regards to repairs

Initial Business Response /* (1000, 6, 2016/06/07) */
Mr*** filed this issue with the Indiana Utility Regulatory Commission (IURC)
We will be handling this issue through them

Initial Business Response /* (1000, 5, 2017/05/23) */
While reviewing this issue for our customer, we found a breakdown between the transportation team and the call center for ARCA (Appliance Recycling Centers of America) The appliance was picked up on 05/12/ We have been notified by ARCA
that re-training will be taking place to prevent this issue in the future

Initial Business Response /* (1000, 9, 2015/11/04) */
Contact Name and Title: K *** - CCA
The majority of the outages over the past three years for this location have been tree related This circuit is scheduled to be trimmed the week of 11/09/
OFFER:
Initial Consumer Rebuttal /*
(3000, 11, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not except their responseIt is not my fault that the utility company did not keep up with the tree trimming so we did not experience the power outagesIt does not change the fact that I had to purchase a generator to keep my sump pumps running , or having to pay for a meter upgrade to supply the proper amount of gas to the generator unit.Sounds like Nipsco does not want to assume and responsibility for the power outages

Initial Business Response /* (1000, 5, 2016/06/30) */
A disconnection notice was sent out to *** *** on 6/8/The notice states NIPSCO must be in receipt of *** by 6/24/in order to avoid disconnection
NIPSCO was not in receipt of *** by 6/24/and electric service was
disconnected for non-payment on 6/27/
All Customers that are disconnected for non-payment must pay the total past due balance on the account, a reconnection fee, and a deposit
A judgment was made on Mr*** behalf and we accepted a partial upfront payment for the deposit and an agreement was made for the remaining balance
All calls between NIPSCO and Mr*** on 6/27/will be reviewed by Management
Initial Consumer Rebuttal /* (3000, 7, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No notices were receivedDo we have proof of delivery for the letter / message sent to the serviced address? I understand the requirements for payments when services are disconnected; I'm disputing the fact that no notices were receivedIf you can prove that a notice was received (I.eUSPS certified mail confirmation), we will settle
Final Consumer Response /* (4200, 11, 2016/07/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately no letter was receivedI understand it may not have been sent back, but it was not received - it could have been lost in the mail
I'm still pursuing a refund for The depositI am not disputing the *** reconnection fee, I'm willing to settleIf we can't come to a resolution I will pursue the full balance
Please, I am willing to work with you
Thanks
Final Business Response /* (4000, 9, 2016/07/05) */
A disconnection notice was sent to the service address and we show no returned mail for this CustomerOur disconnection notices are not sent through certified mail

For the account in question on 1/15/the customer established a payment arrangement with our company by utilizing our Web Self Service option and did not speak with a live representative to do soIn order to establish a payment arrangement via the Web Self Service option, the automated system
provides a script that informs the customer of all terms and conditions including that all payment arrangement payments and monthly utility bill payments must post by their respective due date in order to avoid default of the arrangement.? The terms also advise the customer that in the event that the payment arrangement defaults, the service will be disconnected and the requirements to restore services will include the bill paid to current as well as possible reconnection and upfront deposit fees These terms must be agreed upon prior to establishing the arrangement via the automated system.? The terms of the agreement are also sent to the customer in writing and listed on the monthly bill in an itemized form including due dates of payments for the monthly bill and the payment arrangement payments for that monthFor the duration of the payment arrangement established on 1/15/on this specific account, all payments including the monthly bill were posted to the account past the due dates causing the agreement to default and the services to be disconnected on 3/19/As agreed upon by the customer during the activation of the agreement on 1/15/18, the past due balance and deposit fees were part of the terms and conditions to reconnect the services of a defaulted payment arrangement.? As a one-time judgement, the customer was allowed to make a separate payment arrangement on the deposit that is typically due upfront before services are reconnected.? The customer agreed to this one time judgement and services were reconnect as promised

Revdex.com-[redacted] 1411 K St. NW, 10" Floor Washington Dc 20005-3404 April 18, 2016 ID-[redacted]Jenkins performed work on the [redacted]'s residence and finished up the last item which was flooring work on March 11th at 3:30 pm. Our flooring vender who has worked for us for about 8+ years had secured the...

property and did not notice any new leak developing at that time, Our scope of work was for painting of the walls and new flooring on the main level and painting, drywall repair, and carpet in the basement. All work was done on March 11", including the baseboard painting, but we had offered a paint touch up after the floor was installed which would have been a punch list item. We received a call from the [redacted]'s late Saturday, March 12", but we missed the call since it was around 9:30 pm. The [redacted]'s said that water was flowing from the bathroom upstairs and they assumed we were responsible. We spoke to our flooring vendor and he affirmed that they locked the front door when he left and that no one was upstairs at any point during the duration of the work. We returned the call on Sunday and suggested that they file a new insurance claim and we would be able to assist with the work. The homeowner did not want to file a new claim and went ahead and hired a plumber to fix the toilet and another mitigation contractor to dry out the house. We tried to schedule a walk through to resolve this matter with a Jenkins manager but were unable to schedule anything for about 10 days due to the homeowners very limited schedule. The homeowner did not seem in a hurry to meet with us at that time. When we arrived we went over the plumbers invoice. It clearly stated that the toilet failed due to a faulty internal part and needed some deficient parts to be fixed/replaced (see attached). It did not implicate blame on any person, In good faith, we offered to complete the repairs (about $3500 worth) at no cost to the homeowner because we want our customers to be happy regardless of fault but he declined this offer. He has since asked that we cover the contents damage, mitigation service and repairs which is approximately $8000. We do not feel that this is fair or reasonable since there is no indication that we caused the upstairs toilet to fail or even went upstairs at all. We do feel bad that the homeowner sustained this loss but feel that it is coincidental that it happened shortly after we had worked there. The homeowner had previously mentioned to our flooring vendor that they have had a lot of issues with the house while they have lived there. However, we are still actively working to resolve this matter withX and hope to reach an amicable solution.Andrew K Sterling Branch Manager22980 Shaw Rd. Sterling, Va 20166 P: ###-###-#### F ###-###-#### Baltimore, MD Charlotte, NC - Fredericksburg, VA. Richmond, VA. Rockville, MD . Sterling, VA. Virginia Beach, VA

Initial Business Response /* (1000, 6, 2017/01/27) */
I have been made aware of this by [redacted] and I'm am working on this in the interest of customer satisfaction.
Will update when I receive further info
Initial Consumer Rebuttal /* (2000, 8, 2017/01/30) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)
Yes I believe the Macdonald auto group are doing their best dealing with a warranty company that won't honour their documented warranties that are purchased but I would also like the Macdonald auto group who sold the extended warranty on behalf of First Canadian protection plans to question and investigate the company and product they are promoting to sell to the Macdonald auto group customers on their behalf to make sure they are going to honour their sales and commitment of warranty to their customers
Final Consumer Response /* (4200, 24, 2017/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well I don't know where this business is getting their information cause the vehicle is being prepared for taxi and to this day is not used or licensed as a taxi so as far as I'm concerned this business which one representative signed this bruchure confirming what was covered which I did supply a copy to is just trying to make excuses as to why they won't honour what they are selling after they take people's money. And as far as the wear and tear items not being covered this business WANTED to do all the work which they did do some which was covered and it was from wear and tear but they didn't complain about that part. They did replace some LINKS and BUSHINGS that this warranty company did honour.
Final Business Response /* (4000, 22, 2017/02/21) */
The contract clearly states wear and tear items are strictly not covered. I went to bat for this customer anyway and in the interest of customer satisfaction got the warranty company "[redacted]" to cover $[redacted] of this claim which is Not justified.
In the interim I find out through our business manager that this unit is now a TAXI and in the contract it clearly states that if a unit is being used as a Taxi it voids the warranty completely.
In other words the customer clearly should had taken the good will offer. Because TAXI's are clearly not covered under warranty. The customer should also had come forward and told us he drives a taxi.
I consider this case closed on our end unless the customer brings new information forward.

November 11, 20152nd ResponseAgain - we regret that [redacted] had a negative experience with us and use all feedback to continue to improve our processes and customer service experience. We do apologize for her not having an excellent experience. Chris worked hard to complete the project and spent a lot of time on site with our crews to try to fix the pre-existing poor workmanship and complete the insurance repairs. All appliances were tested and reviewed—when we were done on site they worked and fit into the space. With all the other work to the residence being done by other contractors not affiliated, that had nothing to do with Jenkins or our scope of work, we cannot assume to know where these additional, newly reported, problems came from.1st ResponseRegarding the work completed and the timeline: We went out to the home the day after receiving the assignment (October 6,2014) and found [redacted]s rental home in poor condition. [redacted] lives in Philadelphia and we are not certain if she had seen the condition of the home immediately prior to the loss. The prior painting job was green and there was green paint ail over her knobs, fixtures, fire alarms, and splattered throughout the home. In our opinion, the prior paint work throughout the home was not up to any reasonable standard. [redacted] was not available to be present during the initial or final walk-through. We documented the initial condition of the painting and wrote our estimate in accordance with normal restoration standards. Being that [redacted] didn't come down from Philadelphia to meet with us or walkthrough the repairs needed, we are not certain as to how she is basing her conclusions on the work performed. Her lack of physical presence at the home before, during, or at the conclusion of the construction process did create some challenges for our team. For instance, there were significant delays as we were waiting on selections, therefore the project did take longer than usual.Regarding the payment amount awarded from her insurance carrier: Jenkins writes estimates on software that is used nationally for insurance carriers—we don't set prices, we only report measurements of materials and the software dictates the price (materials and labor is included in those prices). Upon [redacted]s concern that we were being overpaid, one of the managers for her insurance carrier walked through the estimate again, line by line with Jenkins' Branch Manager. After the second review it was determined that the initial estimate was accurate and the pricing was correct.Regarding the ladders: [redacted] brought up these ladders near the end of the project and we confirmed with all of our people on site that no one took any ladders. [redacted] had other contractors working throughout her house during our construction that were In and out as well; she had plumbers and some drywall crews doing work elsewhere in the house. The fact of the matter is that we didn't take the ladders, and we don't know who did take them. It could have been any number of people. We operate a company with a high level of service and are well respected within the industry, having completed many thousands of projects for homeowners all over the country. As we desire to get to a resolution with [redacted], we have offered to replace her missing ladders. We have requested that [redacted] pay her remaining deductible balance of $250.