CUSTOMER RELATIONS SPOKE TO THE CUSTOMER ON 10/AND 10/REGARDING HER CONCERNS AND CONFIRMED THAT HER MATTER WAS IN FACT BEING HANDLED THROUGH THE CLAIMS DEPT AND THEY HAD RECEIVED HER DOCUMENTATION PREVIOUSLY SUBMITTED REQUESTING REIMBURSEMENT FOR DAMAGES TO HER PROPERTY. A
RESPONSE BACK TO THE CUSTOMER FROM CLAIMS HAD BEEN DELAYED BECAUSE THEY WERE WAITING FOR ADDITIONAL INFORMATION FROM THE SUBCONTRACTOR. HOWEVER, IN THE INTEREST OF CUSTOMER RELATIONS AND TO ENSURE THAT THE CUSTOMER DOES NOT HAVE TO BE PENALIZED WHILE WE WAIT FOR THE SUBCONTRACTOR, THE CLAIMS DEPARTMENT WILL RESOLVE HER CLAIM FOR THE AMOUNT OF THE ESTIMATE PREVIOUSLY SUBMITTED AND THEN PSEG WILL PURSUE THE SUBCONTRACTOR FOR ANY OTHER OUTSTANDING MATTERS (FINANCIAL OR OTHERWISE). CUSTOMER RELATIONS NOTIFIED THE CUSTOMER OF SAME ON 10/AND ALSO ADVISED THE CUSTOMER TO EXPECT A CALL FROM THE CLAIMS DEPT REPRESENTATIVE THAT HAD BEEN HANDLING HER CLAIM. MS*** *** WAS SATISFIED AND ALSO HAS MY CONTACT INFORMATION AS WELL
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** *** ***
This account is in the name of *** ***. The account was finaled on 10/5/with an outstanding balance of $1211.22. This account was for both gas and electric services. The billing is based on both actual reads and estimated reads. This information is
noted on the account each month. When the account was finaled on 10/5/2016, it was based on an actual gas read and an estimated electric read. The last payment on the account was $on 10/3/2016. Prior to this date the last payment was $on 6/10/2016. To change the name on this account, company requires a copy of a death certificate. Once this is produced the name can be changed. Company attempted to speak with Mr*** at the number provided but was unable to reach him. A voice mail message was left for him to return our call to discuss this matter further
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Thank you for helping me resolve this problem
Regards,
*** ***
The customer receives gas and electric services. The gas meter is an electronic meter and is read remotely. The electric was estimated September through December 2016. An actual electric read was obtained on January 25, and customer was billed $for electric
consumption; the electric estimates during the four months were too low which led to the higher than bill when the actual read was obtained. Company spoke with the customer today and his believes he has provided access to the meter reader to obtain actual electric reads. The accounts records do not support this. There is a history of estimated reads at this property. The customer was advised that the District Meter Reading Supervisor will follow up with him directly to address and resolve this issue going forward. The monthly billing invoices forwarded to the customer clearly states if the billing is based on actual reads or estimates. Company also left a voicemail message for the customer advising him to contact this office directly if he would like a revised payment arrangement.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** *** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you
may update it before sending it.]
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
Regards,
*** ***
Technician arrived on 8/18/16, replaced part for air conditioner and cleaned condenserNo indication of additional problemsCalled the customerLeft Message
A PSE&G representative was assigned to work with Mr*** to resolve this matter. Voicemail message was left for the customer today. Once Mr*** returns the call, additional information can be obtained and company can work towards resolution.
Customer Relations attempted to reach Ms*** on 10/at 1:40pm. A message was left for the customer to contact our department for further information. Regarding her electric service, an unsafe condition was found at the property and the electric service was shut off for safety
reasons. The customer will have to correct that condition before PSE&G will restore the electric service. Regarding the gas service, PSE&G will be out today to have the gas service turned on. Customer Relations will discuss any additional concerns when the call is returned
This account is in the name of *** *** has an outstanding balance of $1458.25. Customer last made payment of $on 8/15/16. Company has extended two payment arrangements to this customer this year, neither which have been kept by the customer. For this reason Mr
*** advised the customer that a minimum of $was required to guarantee the service . Company spoke with the customer again this afternoon and lowered the required amount to $to be paid by 10/21/16. The account is noted. Customer said she would have her pediatrician contact me directly to discuss the medical/equipment needs at the location which she initially did not want to discuss.
This is an electric only account. Balance is $1405.72. The last payment was $paid on 5/5/2017. Customer has been given two arrangements but they have not been kept. Company can extend the customer a twelve month payment arrangement as a courtesy, however customer
will be required to pay the current bill each month, plus an additional $towards the outstanding balance. Company attempted to reach this customer at the telephone number provided. We were unable to reach her but we did leave a voicemail message asking that she return our call. We will discuss the payment arrangement with her and explain to her that she cannot pay a flat amount $or $per month. Additionally, after reviewing customer’s request for medial status on her account, her request was denied. Customer uses equipment that can run via battery.
PSE&G Cus***er Relations attempted to reach Ms*** on 11/10/at ###-###-####, but that was a general number and there was no extension or department provided that I could reference to get to Ms*** directly. Will send letter to her attention at ** *** *** *** *** ***
*** ** to confirm receipt of her inquiry to the Revdex.com and to contact me directly to discuss her concerns further. I will work with her to get her the information/resolution she is looking for. See letter attached
PSE&G's Customer Relations spoke with Mr*** on 1/and confirmed we would investigate his concerns. The investigation does confirm that we were out on three occasions for the customer's issue. During the first visit on 12/29, the technician stated it seemed as if the
pressure switch was bad and since there was no contract the customer decided to change it himself. There was a second visit on 12/30, again for no heat. At this time, it was an erratic circuit board. The part was ordered and installed on 1/5/16. At the time of that visit the heater was working better, but there is now an issue with the inducer motor. A new inducer motor was installed and the furnace is now operating fine with the installation of the circuit board and inducer motor. An Appliance Repair Supervisor contacted the customer after he contacted Customer Service expressed concern over the visits. The supervisor advised that they would provide a credit of $for the pressure switch, since it did not fix the issue. He advised the customer that no further credits would be given because the other parts that were installed were needed to repair the unit. The $billed to the customer was for the inducer motor and the circuit board. No further credits are due and customer was advised same by supervisor. Customer Relations contacted the customer again on 1/26/and left a message at 12:35. When the call is returned, will review all with customer and again advised no further credits will be given other than the $
Customer Relations called Ms*** on 12/and left a message at 12:45. Will review the calls surrounding the missed appointment and also have our Appliance Repair Division what occurred with the missed appointment window on 12/18. Will discuss all when the call is returned and
offer a $credit for good customer relations for the missed appointment and inconvenience. Review of the account indicates that the 12/appointment was ultimately canceled. Review of the order indicates that it was ultimately canceled
Company found a non-registering electric meter at this location. There was no rotation of the disk and the index remained the same from 9/6/through 1/26/2017. Beginning with 1/7/2016, very minimal consumption was recorded. The meter was changed 1/27/and consumption resumed. PSE&G’s Revenue Integrity Department reviewed the customer’s consumption history at the location and billed the customer for consumption from 1/7/through 1/26/2017. Customer was billed $for electric service consumed during this time period. A member of the Revenue Integrity Team subsequently spoke with the customer on 5/9/and offered to reduce the bill by twenty-five percent (from $to $1133.43) and to give the customer sixteen months to pay off the remaining balance. Customer refused the offer and advised that she would call the company back. The offer remains the same. Company left a voicemail for this customer requesting that she return our call. The offer will be confirmed with her when she returns the call.
Customer was set up on a payment arrangement to pay her arrears. The payment the agency made went towards her current charges and not her balance. I will explain this to customer when she returns my call
Company stands by its previous response. There is no record of having received a completed medical form relating to this customer. These medical forms are required to be updated yearly meaning the doctor treating the customer must complete the form and submit it yearly. This form is meant to verify whether or not there is life sustaining equipment at a specific property. It is not meant to guarantee service on delinquent accounts. Company will forward another medical form to the customer today for her doctor to complete and return. The service is not guaranteed until payment is receivedCompany has attempted to work with this customer, which explains the high balance. She has not kept payment arrangements and has issued bad checks. Company's request remains the same - $plus payment arrangements on the remaining balance. Payments must be cash/certified funds .
Customer Relations contacted the customer on 3/and spoke to *** ***. She explained her dispute, indicating the part needed to repair their washing machine is apparently not covered by WorryFree. They feel they were misled and want to be reimbursed for what they paid towards the
monthly WorryFree charges. I advised *** *** that our records show the only appointment for the washing machine was back in November 2018. I explained that I would have management for our Appliance Repair Division review that service appointment and provide detailed information on what was done (if anything, as the customer says no repairs were made) and what her WorryFree covered for the washerI explained that the Terms & Conditions provided to all customers details what is and what is not covered under the contract. The customer believes if they pay WorryFree they should not have to pay anything extra for any repairs, etc. I advised *** *** that once our investigation is completed we will follow up with her and *** *** directly with additional information on what transpired at the service visit, as well as her request for reimbursement. *** *** was satisfied at this time and will wait for the call back. Please note that the *** did cancel their WorryFree coverage on 3/6/
CUSTOMER RELATIONS SPOKE TO THE CUSTOMER ON 10/AND 10/REGARDING HER CONCERNS AND CONFIRMED THAT HER MATTER WAS IN FACT BEING HANDLED THROUGH THE CLAIMS DEPT AND THEY HAD RECEIVED HER DOCUMENTATION PREVIOUSLY SUBMITTED REQUESTING REIMBURSEMENT FOR DAMAGES TO HER PROPERTY. A
RESPONSE BACK TO THE CUSTOMER FROM CLAIMS HAD BEEN DELAYED BECAUSE THEY WERE WAITING FOR ADDITIONAL INFORMATION FROM THE SUBCONTRACTOR. HOWEVER, IN THE INTEREST OF CUSTOMER RELATIONS AND TO ENSURE THAT THE CUSTOMER DOES NOT HAVE TO BE PENALIZED WHILE WE WAIT FOR THE SUBCONTRACTOR, THE CLAIMS DEPARTMENT WILL RESOLVE HER CLAIM FOR THE AMOUNT OF THE ESTIMATE PREVIOUSLY SUBMITTED AND THEN PSEG WILL PURSUE THE SUBCONTRACTOR FOR ANY OTHER OUTSTANDING MATTERS (FINANCIAL OR OTHERWISE). CUSTOMER RELATIONS NOTIFIED THE CUSTOMER OF SAME ON 10/AND ALSO ADVISED THE CUSTOMER TO EXPECT A CALL FROM THE CLAIMS DEPT REPRESENTATIVE THAT HAD BEEN HANDLING HER CLAIM. MS*** *** WAS SATISFIED AND ALSO HAS MY CONTACT INFORMATION AS WELL
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** *** ***
This account is in the name of *** ***. The account was finaled on 10/5/with an outstanding balance of $1211.22. This account was for both gas and electric services. The billing is based on both actual reads and estimated reads. This information is
noted on the account each month. When the account was finaled on 10/5/2016, it was based on an actual gas read and an estimated electric read. The last payment on the account was $on 10/3/2016. Prior to this date the last payment was $on 6/10/2016. To change the name on this account, company requires a copy of a death certificate. Once this is produced the name can be changed. Company attempted to speak with Mr*** at the number provided but was unable to reach him. A voice mail message was left for him to return our call to discuss this matter further
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Thank you for helping me resolve this problem
Regards,
*** ***
The customer receives gas and electric services. The gas meter is an electronic meter and is read remotely. The electric was estimated September through December 2016. An actual electric read was obtained on January 25, and customer was billed $for electric
consumption; the electric estimates during the four months were too low which led to the higher than bill when the actual read was obtained. Company spoke with the customer today and his believes he has provided access to the meter reader to obtain actual electric reads. The accounts records do not support this. There is a history of estimated reads at this property. The customer was advised that the District Meter Reading Supervisor will follow up with him directly to address and resolve this issue going forward. The monthly billing invoices forwarded to the customer clearly states if the billing is based on actual reads or estimates. Company also left a voicemail message for the customer advising him to contact this office directly if he would like a revised payment arrangement.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** *** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you
may update it before sending it.]
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
Regards,
*** ***
Technician arrived on 8/18/16, replaced part for air conditioner and cleaned condenserNo indication of additional problemsCalled the customerLeft Message
Spoke with the ownerStreet work was necessary to turn on the gas serviceThe gas service was turned on
A PSE&G representative was assigned to work with Mr*** to resolve this matter. Voicemail message was left for the customer today. Once Mr*** returns the call, additional information can be obtained and company can work towards resolution.
Customer Relations attempted to reach Ms*** on 10/at 1:40pm. A message was left for the customer to contact our department for further information. Regarding her electric service, an unsafe condition was found at the property and the electric service was shut off for safety
reasons. The customer will have to correct that condition before PSE&G will restore the electric service. Regarding the gas service, PSE&G will be out today to have the gas service turned on. Customer Relations will discuss any additional concerns when the call is returned
This account is in the name of *** *** has an outstanding balance of $1458.25. Customer last made payment of $on 8/15/16. Company has extended two payment arrangements to this customer this year, neither which have been kept by the customer. For this reason Mr
*** advised the customer that a minimum of $was required to guarantee the service . Company spoke with the customer again this afternoon and lowered the required amount to $to be paid by 10/21/16. The account is noted. Customer said she would have her pediatrician contact me directly to discuss the medical/equipment needs at the location which she initially did not want to discuss.
This is an electric only account. Balance is $1405.72. The last payment was $paid on 5/5/2017. Customer has been given two arrangements but they have not been kept. Company can extend the customer a twelve month payment arrangement as a courtesy, however customer
will be required to pay the current bill each month, plus an additional $towards the outstanding balance. Company attempted to reach this customer at the telephone number provided. We were unable to reach her but we did leave a voicemail message asking that she return our call. We will discuss the payment arrangement with her and explain to her that she cannot pay a flat amount $or $per month. Additionally, after reviewing customer’s request for medial status on her account, her request was denied. Customer uses equipment that can run via battery.
PSE&G Cus***er Relations attempted to reach Ms*** on 11/10/at ###-###-####, but that was a general number and there was no extension or department provided that I could reference to get to Ms*** directly. Will send letter to her attention at ** *** *** *** *** ***
*** ** to confirm receipt of her inquiry to the Revdex.com and to contact me directly to discuss her concerns further. I will work with her to get her the information/resolution she is looking for. See letter attached
PSE&G's Customer Relations spoke with Mr*** on 1/and confirmed we would investigate his concerns. The investigation does confirm that we were out on three occasions for the customer's issue. During the first visit on 12/29, the technician stated it seemed as if the
pressure switch was bad and since there was no contract the customer decided to change it himself. There was a second visit on 12/30, again for no heat. At this time, it was an erratic circuit board. The part was ordered and installed on 1/5/16. At the time of that visit the heater was working better, but there is now an issue with the inducer motor. A new inducer motor was installed and the furnace is now operating fine with the installation of the circuit board and inducer motor. An Appliance Repair Supervisor contacted the customer after he contacted Customer Service expressed concern over the visits. The supervisor advised that they would provide a credit of $for the pressure switch, since it did not fix the issue. He advised the customer that no further credits would be given because the other parts that were installed were needed to repair the unit. The $billed to the customer was for the inducer motor and the circuit board. No further credits are due and customer was advised same by supervisor. Customer Relations contacted the customer again on 1/26/and left a message at 12:35. When the call is returned, will review all with customer and again advised no further credits will be given other than the $
Customer Relations called Ms*** on 12/and left a message at 12:45. Will review the calls surrounding the missed appointment and also have our Appliance Repair Division what occurred with the missed appointment window on 12/18. Will discuss all when the call is returned and
offer a $credit for good customer relations for the missed appointment and inconvenience. Review of the account indicates that the 12/appointment was ultimately canceled. Review of the order indicates that it was ultimately canceled
Company found a non-registering electric meter at this location. There was no rotation of the disk and the index remained the same from 9/6/through 1/26/2017. Beginning with 1/7/2016, very minimal consumption was recorded. The meter was changed 1/27/and consumption resumed. PSE&G’s Revenue Integrity Department reviewed the customer’s consumption history at the location and billed the customer for consumption from 1/7/through 1/26/2017. Customer was billed $for electric service consumed during this time period. A member of the Revenue Integrity Team subsequently spoke with the customer on 5/9/and offered to reduce the bill by twenty-five percent (from $to $1133.43) and to give the customer sixteen months to pay off the remaining balance. Customer refused the offer and advised that she would call the company back. The offer remains the same. Company left a voicemail for this customer requesting that she return our call. The offer will be confirmed with her when she returns the call.
Customer was set up on a payment arrangement to pay her arrears. The payment the agency made went towards her current charges and not her balance. I will explain this to customer when she returns my call
Company stands by its previous response. There is no record of having received a completed medical form relating to this customer. These medical forms are required to be updated yearly meaning the doctor treating the customer must complete the form and submit it yearly. This form is meant to verify whether or not there is life sustaining equipment at a specific property. It is not meant to guarantee service on delinquent accounts. Company will forward another medical form to the customer today for her doctor to complete and return. The service is not guaranteed until payment is receivedCompany has attempted to work with this customer, which explains the high balance. She has not kept payment arrangements and has issued bad checks. Company's request remains the same - $plus payment arrangements on the remaining balance. Payments must be cash/certified funds .
Customer Relations contacted the customer on 3/and spoke to *** ***. She explained her dispute, indicating the part needed to repair their washing machine is apparently not covered by WorryFree. They feel they were misled and want to be reimbursed for what they paid towards the
monthly WorryFree charges. I advised *** *** that our records show the only appointment for the washing machine was back in November 2018. I explained that I would have management for our Appliance Repair Division review that service appointment and provide detailed information on what was done (if anything, as the customer says no repairs were made) and what her WorryFree covered for the washerI explained that the Terms & Conditions provided to all customers details what is and what is not covered under the contract. The customer believes if they pay WorryFree they should not have to pay anything extra for any repairs, etc. I advised *** *** that once our investigation is completed we will follow up with her and *** *** directly with additional information on what transpired at the service visit, as well as her request for reimbursement. *** *** was satisfied at this time and will wait for the call back. Please note that the *** did cancel their WorryFree coverage on 3/6/