Thank you for your patience in our rebuttal to Revdex.com Complaint#*** for Ms*** *** located at the *** *** *** Pasadena, TX In response to your rebuttal please note gas service was disconnected for a past due balance which consisted of consumption billed for $from 8/2016, $from 9/totaling $Ms*** made payment in the amount of $which went towards that past due balance of $51.88, the current bill for 10/balance of $29.58, $collection fee, $reconnection fee and a same day/overtime fee of $47.00. Please understand your deposit was waived and not billed or charged. Since receipt of your complaint in our office we reversed your same day/overtime fee of $47.00; thus leaving a remaining credit balance of $on your gas accountIn reference to your allegations of our field technician not turning on the gas service; please understand gas service was turned on; however a shut in test is required of all appliances before lighting and exiting the property. Please note your water heater was red tag as it was deemed unsafe to light; and due to the technician feeling unsafe he exited the property without lighting the range as he was not allowed to perform the shut in test required. Thank you for the opportunity to address your concerns; as we do appreciate your businessSincerely, Shauntee ***
Thank you for your patience in our response regarding Revdex.com Complaint # *** listed in the name of Ms*** *** located at the address of *** *** *** ** in Waseca, MN 56093. According to our records CenterPoint Energy mailed a shut off notice to the subject address back on 4/1/to
collect a past due amount of $no later than 4/16/in order to avoid service interruptionsThe invoice also included current charges of $which was due by 4/29/for a total of $333.13. Please understand when no payments or payment arrangements were received in our office the gas service was interrupted for none payment on 4/26/Please note a payment was received via our IVR automated system in the amount of $from the total balance of $333.13. A remaining balance of $was left, not including the reconnection fee of $for a total of $118.49; which Mr*** scheduled via installments to be paid at ($39.50) over the next three months along with the current charges in full each month, by the invoice due date in order to protect the gas accountA reconnection of gas of gas service was scheduled for 4/27/16; and when our technician traveled to the subject address on 4/27/to reconnect the gas service no one was home (2:pm)The technician left a door tag indicating that Mrand Ms*** had missed their appointment. Mr*** contacted CenterPoint Energy’s Customer Service Department after arriving back home to request that we send another technician back to his address to reconnect his gas serviceMr*** was advised of our same day policy/rule: which advises that all same day requests must be requested, entered and sent to our field operations no later than p.mPlease note that Mr*** made his request after the time frame allowed (3:pm)Our representative apologized for any inconvenience Mr*** may have experienced and rescheduled his reconnection request for 4/28/16; as gas service was successfully restoredSincerely,Shauntee *** We apologize for any inconvenience that this matter may have caused Mrand Ms*** and for the opportunity to address their concerns; as we do appreciate their ongoing businessSincerely, Shauntee *** *** ** *** ***
Thank you for your patience in our response regarding Revdex.com Complaint # *** listed in the name of *** *** located at the address of *** ** *** * *** * Minneapolis, MN According to our records Ms*** *** contacted CenterPoint Energy Customer Service on 7/11/16, to
establish gas service in her nameOur representative established the gas account and advised that appointment window would be between the hours of a.m., to p.mMs*** was receptive to the information provided and asked for a thirty minute call ahead on her move in request. Our automated dialer contacted Ms*** at 4:p.m., which was answered and the option of customer enroute was selectedThe technician arrived to the subject address at 4:p.m., and found no one home; leaving a door tag regarding the missed appointmentAfter several more phone calls to customer service, Ms*** spoke with a Supervisor; and an after hour’s exception was made to accommodate Ms*** for 7/12/On 7/12/16, gas service was successfully activated at 10:p.mIn review of your concerns raised, our appointment windows on reconnection move in requests are scheduled all day; and require the customer’s presence to allow us inside access so that a safety inspection can be performed, in addition to lighting all gas appliances which is completed as a safety precaution. Please note in addressing the missed appointments: once an appointment has been missed our process does not allow us the opportunity to go back to the service address, due to workload permitting in addition to possible gas emergenciesOur process requires the customer to reschedule their appointment for the next date availableWe apologize for any inconvenience this matter may have caused youWe highly regard any recommendation that will improve the way we conduct business; as we are thankful for having the opportunity to assist you and look forward to better serving you in the futureSincerely, Shauntee ***
Thank you for your patience in our response regarding Revdex.com Complaint #*** listed in the name of *** *** located at the address of *** *** ** ** *** ** in Minneapolis, MNAccording to our records Mr*** *** contacted CenterPoint Energy/Home Service Plus/Repair Customer
Service Department on 3/25/16. Mr*** advised our representative that he wanted to schedule a furnace repair due to his furnace igniter starter blower motor running constantly Our representative scheduled the appointment for 4/1/and advised of an appointment window between and p.m. On 4/1/our technician arrived at 4:p.m., and documented that the furnace would not liteHe discovered an open flame sensor, which he replaced; he cycled the furnace and left the furnace operating successfully upon exiting the propertyOn 6/18/16, Mr*** contacted customer service to schedule a home service repair due to his water heater not heating. The representative advised that the appointment was scheduled for 6/24/16, between the hours of and p.m. However, by the end of the appointment time our Dispatch Department suspended the order due to a heavy workload; and reached out to Mr*** to advise that the appointment was rescheduled for the next day. Please note on 6/25/the appointment was scheduled from to p.m. The next day our Dispatch Department placed a call ahead to the Mr*** as notification that they were running behind but were on their way. The technician proceeded on to the residence, rang the doorbell, knocked on the door and there was no answer; leaving a door tag at 9:p.mOn 7/9/16, Mr*** scheduled another Home Service Repair appointment for 7/13/due to his air conditioner not lowering the temperature of his home; our representative advised of an appointment window from and p.mPlease note our Dispatch Department placed two phone calls to Mr*** at 5:p.m., which went unansweredThe technician arrived to the subject address at 6:p.m., to find no one home; leaving a door tag indicator of a missed appointment Please know that your concerns are important to us and we apologize for any inconvenience that this matter may have caused you on 6/24th and 6/25thHowever in our effort to work with you, we have agreed as a onetime courtesy to credit your gas account months cost of your Home Service Plus Repair package monthly cost of $each; totaling $126.00. If additional assistance is needed please contact usSincerely, Shauntee ***
Thank you for your patience regarding Revdex.com Complaint # *** for Mr*** *** located at the address of *** *** *** ** ** * Minneapolis, MNAccording to our records Mr*** started contacting CenterPoint Energy on 12/28/regarding a part (inducer motor) needed for his
furnacePlease note that the part was delivered to the subject address on 12/30/On 1/2/Mr*** contacted CenterPoint Energy to inform us that his furnace was still not working and scheduled an appointment via Home Service PlusMr*** was advised that appointments are all day, with a scheduled time of 11:a.m., through 11:p.m., weather and work load permittingPlease note that an Home Service Plus technician arrived on 1/2/at 11:p.mand completed the needed repairs, leaving the furnace working fineWe apologize for any inconvenience this matter may have caused Mr*** and greatly appreciate his ongoing businessSincerely, Shauntee ***
Final Consumer Response /* (2000, 5, 2016/02/11) */
I wanted to let you know that someone from CenterPoint contact me and informed me that after further investigation it had been determined that the representative that I had worked with when setting up my Furnace Tuappointment erred and
didn't check to see if I meet all the requirements for receiving the rebateDue to the error they have agreed to honor the $rebate and will be sending me a visa gift card in the mail which I should receive in a few daysI will let you know when it arrives
Thank you in advance for your assistance with mediating my complaint
Best regards,
*** ***
***copied and pasted from email
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. I would like to point out that on November 22nd, I received a call from CenterPoint and that the rep promised to call me back after she had the matter resolvedI never received a call back but instead just got a check in the mail a week later
Mr***:Thank you for contacting CenterPoint EnergyUnfortunately, I am unable to locate your account in our systemCould you please provide your account number so that I can locate your account?If you are an XCel Energy customer, your complaint may need to be submitted to Xcel Energy for
resolution.Thank you,Robin HRegulatory LiaisonCenterPoint Energy
April 22, Ms*** ***s *** *** ** Victoria, MN 55386-Ms***s: As stated in our previous correspondence, the leak at your dishwasher was not caused by CenterPoint Energy and Home Service PlusAs a result, CenterPoint Energy again respectfully declines your request for reimbursement for property damagesCenterPoint Energy records show that the total cost (parts and labor) of the repairs to your dishwasher were $However, you have been billed for only the monthly cost of your Home Service Plus Repair PlanFinally, our technician tested your dishwasher at the conclusion of the last repair (December 22, 2015) and found the appliance to be functioning properlyIf that is not the case, you may request additional repairs as stated in the terms of your Home Service Plus Repair PlanSincerely, Robin H Regulatory Liaison CenterPoint Energy
Dear MrT***,We are in receipt of the complaint regarding the above-referenced property.Your home had a one year labor warranty that the builder, ** *** purchased from Chas Roberts.This one year labor warranty expired on May 23, The equipment warranty, which is for five years,is through
the manufacturerYou currently have no warranty with Chas Roberts on your equipment We are more than happy to provide service for your home, but there will be charges associated with any labor as there is no labor warranty on the equipmentSince your equipment is covered by a manufacturer parts warranty, you are able to utilize any licensed Carrier Contractor to complete any work on your equipment under the manufacturer parts warranty.Damon B***VP of Residential Sales and Service
Thank you for your patience in our 2nd rebuttal regarding Revdex.com complaint #*** for Mr*** *** located at the address of *** *** *** **,
Zimmerman, Minnesota In your response received in our office you ask that CenterPoint Energy confirm the balance owed to your account. Our records reflect a Home Service Plus (HSP) balance of $from a merchandise purchase, which does not include this month installment amount of $103.86; to be paid over month installments in the amount of $each along with your monthly chargesYour gas balance is in the amount of $and when combined with the HSP installments, this month’s total comes to $due by August 8, If you wish to set up payment arrangements for your gas charges please contact me at: ###-###-####Thank you, Robin ***
The extended warranty was provided ‘by’ CR at no cost to me due to the fact that they were unable to install the unit properly the first time and had to do the reinstallation from scratch a second time. I feel that if I had used other contractors at any point in the last seven years, as CR seems to be recommending, then CR would have used that point against me in their response. It never occurred to me to engage a contractor other than the one who installed the unit and sent me the warranty and implied they intend to support the unit indefinitelyCR references work done in in their response. I don’t know what this is referring to. The unit was “installed” in 2010. Nothing that happened in would have any applicability to this complaint There was work done by CR in March (and several times since 2010) that very well may be applicable: Replaced Inner coil, control module, blower motor. Dip switch settings of the unit were left in improper positions prompting me to have to call to come back to correct, point being there is precedence that CR may not always know how to service the units they install. My unit still does not perform correctly. The issue is not a simple one, another Trane Certified contractor was also unable to ascertain any issues, however the tests they perform are standard and don’t necessarily deem a unit in perfect operation, certainly in this case I still have a unit that is not operating properly. I have attempted to discuss humidity levels (the main indicator of the issue) as they pertain to residential HVAC with CR but it doesn’t appear that is really something they have much experience in. No one has been able to speak knowledgably on the subject. The best they can do is question my measuring device, but I use or more of various makes, they all behave the same, there can be no more of scientific measurement made, this is how it’s done in the scientific world Since CR’s response, their supervisor has visited and attempted to locate any issue, however he was unable toHe made a minor change to airflow and timing but that did not change the temperature or the humidity issues in the homeI question the unit’s ability to ever engage its operating stage, it seems to be stuck in the stage in which the unit is running at a fraction of its potential (first stage). I did mention this to everyone who has visited but no one has any answer to that point, it has been repeatedly ignored or responded to with “the unit must be cooling fine”. This is not true and here’s why; every year since the unit was installed, it has engaged its stage (second stage). It has not done that once since CR performed some work in March 2017. This has to be something CR takes seriously and not brush over because it’s out of their scope of expertise. I believe this is a key data point. If an air conditioner can’t engage its stage in Phoenix, AZ, in summer, they would never have invented a or second stage for any air conditioner, as Phoenix is at or near the hottest climate on Earth and is by far the most largely populated area at or near the highest world temperature levels in existenceI have made attempts to locate any ducting breaches, so far I have no conclusive evidence there are any leaks. I have had a duct leak before which I resolved, but the signs that indicated that leak to me then are nowhere to found this time. In summary, I still have an AC under warranty that I may just have to replace at full cost to me Two things have become apparent beginning with the summer temperatures for the first time this year (after CR’s work in March 2017): 1) the compressor makes a hissing sound 2) the power draw when the compressor kicks on now creates a very noticeable reduction in power in the home causing lights to go dimmer for a brief moment. So the compressor and/or its filter drier are still candidates for the cause of the issues. I don’t have any knowledge that CR has confirmed the compressor is not potentially faulted somehow. The measurements they perform are on the pressure of the refrigerant. The humidity appears to be being inserted by the unit. External humidity does not appear to have any affect on the interior humidity levels. operation for any unit is that the interior of the home will rise and fall slightly with changes to external humidity. But I have had a constant humidity level 12%=15% too high and I imagine until the issue is found, that will never change no matter how dry it gets. There was a period I recall that the humidity was 8% outdoors, and my interior would normally be 26%-29% in those conditions, but I’m still at a very stable 41%-45%. So while the unit can get the home to it’s thermostat temperature after running most of the time, the excess humidity really means the temperature feels about 2-degrees warmer than that. CR references lack of maintenance on the unit, I assume to imply there “is” something wrong with the unit. So I find that reference a confliction with the rest of their statement that the unit is operating perfectlyThe response from CR did not address my primary reason for contacting Revdex.com. The service technician was rude and borderline aggressive to me in my home. I felt physically unsafe having the CR representative in my home at that point. After this event I was left with no further visit scheduled or any communication from CR on what to expect next. While not mentioned in my complaint because it’s minor, that technician applicable to this complaint removed my own temperature measuring device from my home twice that day, I caught him the first time before he drove off. I assume it was inadvertent. I notified CR that the item was taken from me and that I would like it returned, but that never happened. I was told they would take care of it but for some reason they never followed through with it My only recourse is to publicize the lack of professionalism of the employee in question here and ask that CR addresses general business ethics with the employee and remind him that he is a service provider being paid to arrive and perform a service on private property and that you can’t behave that wayREQUESTED ACTION: I would like to request that a high level managerial representative, one who is a stakeholder in the company, and a subject matter expert from CR, if there is one, call me to discuss the potential for the compressor and/or its filter drier to have an issue or issues, which can be potentially the cause of increased humidity, but are not necessarily going to be identified with standard refrigerant pressure checksI also would like my equipment returned
I am rejecting this response because:CenterPoint inaccurately states "On 6/7/16, Mr*** contacted CNP/HSP Customer Service to add the Replacement Assistance Plan."On 6/7/I contacted CenterPoint to cancel coverage on the refrigerator in questionIt was at that time that representative informed me I could add replacement coverage to my existing coverage and I could call back to schedule service in a monthThis was, in fact, verified by the supervisor I spoke to on 8/2/16. At no time did I ever cancel the replacement coverageThis was done without my consent by CenterPoint. I expect CenterPoint to honor the plan that their agent knowingly sold meIf they are unable to this I will cancel all coverage for both units of my duplex and take my business to more reputable company
August 31, 2016Ms*** *** *** ** **Chaska, MN 55318-9376 Ms***:This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disputed charges on your account at *** *** *** **, Chaska, Minnesota 55318.As noted in your
complaint, CenterPoint Energy installed a new gas line and meter set at your property in October Since that time, you have been invoiced for the basic customer charge each month (approximately $per month), although you have not used any natural gas during that time frameCenterPoint Energy records also show that you discussed this issue with our staff on multiple occasions during this time, and that our representative agreed to remove the outstanding balance ($35.83) to resolve this issue.At this time, the natural gas meter at your property has been disconnected and your account has been closedI have credited your account for the unpaid balance of $35.83.I would like to apologize for the lack of information you received previously regarding the options for maintaining natural gas service (and associated charges) at your propertyIf you have any further questions regarding this issue, please contact me. Sincerely, Robin HRegulatory Liaison CenterPoint Energy
I am rejecting this response because:First of all I apologize for the incorrect dates but that is truly insignificant compared to being without heat for almost a weekAnd to clarify what truly went on, the first technician came and it was I who told him what we thought was the problem with the furnace not the other way aroundMy husband told me to tell your technician that we thought it was the sensorsYour technician then told me that they were not covered and I told him that I really did not want to replace something if they did not need to be replacedYour technician should have gone a little further in investigating this problemBut instead he started my furnace manually and left
Your technician absolutely did NOT get our furnace operationalAll he did was get it started by manually starting and he showed me how to do this tooThis is all fine and dandy if I want to make sure I am home every time the furnace hits the correct temperature set by the thermostatBecause after it hit the temperature the furnace would not work on its ownYour technician should have made sure that the zone motor was what the problem (or gone a little further to see if it was something else) and not just assumed that what I told him I “THOUGHT” was the problem was the issueHe should have investigated it further because the zones were fine the problem was the Aqua flow circuit board that needed to be replaced
As for the technician who said he left a tag on my door that is absolutely not true either, there was no note or tag and if my time frame was from 10am to 10pm I should expect him to be there between those timesAs it was I waited up on Saturday until 11pm and no show, no call nothingAnd now again you expected me to wait up on Sunday until 11pm with the customer service practices I had in the prior days I think it was quite a lot of you to ask that I should have stayed in my house knowing that I do not get calls from centerpoint and or no one shows up during my scheduled times
I am sorry I was not there but I cannot be up every time the furnace shuts off only to go and turn it on manually, and I too have a job that I get up at 4am forI cannot afford to take off any more time considering I had to take off on Thursday the first time for your technician to do NOTHING
Therefore, no I do not think that months is quite enough of an apology from you when your technician did not do anything more than assume that what I said was the problem with our furnace, was THE PROBLEMAnd it is not enough for my time waiting for some kind of customer service call letting me know that no one was going to show on Saturday or that it had changed to Sunday from 10am to 10pmNor is it enough that I would have to wait until 11pm on Sunday for an actual technician to come (if they really came to our door??) There was no notice on my door if he truly left oneThat is very questionable
I am not asking you to pay for the service we had to get because your home service plus program did not do as they promisedAnd yes I did cancel and I was not told of any early cancellation by the person I spoke with so I am not sure that I am cancelling early, or if I am don’t you think they should have told me this over the phone when I called? I will accept months refund on my HSP and nothing less
Initial Business Response /* (1000, 5, 2015/10/29) */
October 29,
Mr*** ***
***
Apple Valley, MN 55124-
Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding issues with scheduling an appliance repair
for your property at ***, Apple Valley, Minnesota
Your complaint states that you had difficulty in reaching our office to schedule a repair for your furnaceOur records show that you were able to schedule a repair which was completed on October 20, However, I would like to apologize for the extended hold times you experienced when attempting to schedule this repairI have credited your account for one month's cost of the Home Service Plus (HSP) Repair Plan ($19.50) as a goodwill gesture
Please note that online self-scheduling is available for HSP customers at HSPtoday.com, which may be more convenient during peak times
Please contact me if you have any further concerns regarding this issue
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you
September 14, Mr*** *** *** *** *** ** Cn Rapids, MN 55448- Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disconnection of natural gas service at your property at *** *** *** ***, Cn
Rapids, Minnesota Your complaint states that your account should not have been disconnected for non-payment, as you were not notified of the pending disconnection, and that you should be reimbursed $CenterPoint Energy records show that your account was past due from May through September 2016, when you submitted payment for the balance owedPlease note that although payments were submitted in May and July 2016, your account was not paid in full until your payment of $was receivedI have enclosed a copy of the Notice of Disconnection which was mailed to you on August and expired on August 29, Please note that the amount shown on the Notice ($124.15) is the past due balance as of August and does not include the August bill amount of $I have also enclosed a Balance Statement which documents the balance on your account since April If you have any further questions, please contact meSincerely, Robin H Regulatory Liaison CenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint#*** for Mr*** P*** located at the address of *** *** *** in Conway, AROur attempts to speak with Mr*** P*** were unsuccessful. Please note according to our records gas service was interrupted
at the service address on 10/20/for a past due amount of $and again on 11/17/for another past due balance of $37.40. Please note a deposit increase, reconnection fees and overtime/same day service fees were assessed on both occasions. We have reversed these fees due to an incorrect billing address of *** * *** ***, Conway, AR which has now been updated to the service address of *** *** *** in Conway, ARPlease understand we apologize for any inconvenience this matter may have caused Mr*** and look forward to better servicing him in the futureSincerely, Shauntee ***
Thank you for your patience in our rebuttal to Revdex.com Complaint#*** for Ms*** *** located at the *** *** *** Pasadena, TX In response to your rebuttal please note gas service was disconnected for a past due balance which consisted of consumption billed for $from 8/2016, $from 9/totaling $Ms*** made payment in the amount of $which went towards that past due balance of $51.88, the current bill for 10/balance of $29.58, $collection fee, $reconnection fee and a same day/overtime fee of $47.00. Please understand your deposit was waived and not billed or charged. Since receipt of your complaint in our office we reversed your same day/overtime fee of $47.00; thus leaving a remaining credit balance of $on your gas accountIn reference to your allegations of our field technician not turning on the gas service; please understand gas service was turned on; however a shut in test is required of all appliances before lighting and exiting the property. Please note your water heater was red tag as it was deemed unsafe to light; and due to the technician feeling unsafe he exited the property without lighting the range as he was not allowed to perform the shut in test required. Thank you for the opportunity to address your concerns; as we do appreciate your businessSincerely, Shauntee ***
Thank you for your patience in our response regarding Revdex.com Complaint # *** listed in the name of Ms*** *** located at the address of *** *** *** ** in Waseca, MN 56093. According to our records CenterPoint Energy mailed a shut off notice to the subject address back on 4/1/to
collect a past due amount of $no later than 4/16/in order to avoid service interruptionsThe invoice also included current charges of $which was due by 4/29/for a total of $333.13. Please understand when no payments or payment arrangements were received in our office the gas service was interrupted for none payment on 4/26/Please note a payment was received via our IVR automated system in the amount of $from the total balance of $333.13. A remaining balance of $was left, not including the reconnection fee of $for a total of $118.49; which Mr*** scheduled via installments to be paid at ($39.50) over the next three months along with the current charges in full each month, by the invoice due date in order to protect the gas accountA reconnection of gas of gas service was scheduled for 4/27/16; and when our technician traveled to the subject address on 4/27/to reconnect the gas service no one was home (2:pm)The technician left a door tag indicating that Mrand Ms*** had missed their appointment. Mr*** contacted CenterPoint Energy’s Customer Service Department after arriving back home to request that we send another technician back to his address to reconnect his gas serviceMr*** was advised of our same day policy/rule: which advises that all same day requests must be requested, entered and sent to our field operations no later than p.mPlease note that Mr*** made his request after the time frame allowed (3:pm)Our representative apologized for any inconvenience Mr*** may have experienced and rescheduled his reconnection request for 4/28/16; as gas service was successfully restoredSincerely,Shauntee *** We apologize for any inconvenience that this matter may have caused Mrand Ms*** and for the opportunity to address their concerns; as we do appreciate their ongoing businessSincerely, Shauntee *** *** ** *** ***
Thank you for your patience in our response regarding Revdex.com Complaint # *** listed in the name of *** *** located at the address of *** ** *** * *** * Minneapolis, MN According to our records Ms*** *** contacted CenterPoint Energy Customer Service on 7/11/16, to
establish gas service in her nameOur representative established the gas account and advised that appointment window would be between the hours of a.m., to p.mMs*** was receptive to the information provided and asked for a thirty minute call ahead on her move in request. Our automated dialer contacted Ms*** at 4:p.m., which was answered and the option of customer enroute was selectedThe technician arrived to the subject address at 4:p.m., and found no one home; leaving a door tag regarding the missed appointmentAfter several more phone calls to customer service, Ms*** spoke with a Supervisor; and an after hour’s exception was made to accommodate Ms*** for 7/12/On 7/12/16, gas service was successfully activated at 10:p.mIn review of your concerns raised, our appointment windows on reconnection move in requests are scheduled all day; and require the customer’s presence to allow us inside access so that a safety inspection can be performed, in addition to lighting all gas appliances which is completed as a safety precaution. Please note in addressing the missed appointments: once an appointment has been missed our process does not allow us the opportunity to go back to the service address, due to workload permitting in addition to possible gas emergenciesOur process requires the customer to reschedule their appointment for the next date availableWe apologize for any inconvenience this matter may have caused youWe highly regard any recommendation that will improve the way we conduct business; as we are thankful for having the opportunity to assist you and look forward to better serving you in the futureSincerely, Shauntee ***
Thank you for your patience in our response regarding Revdex.com Complaint #*** listed in the name of *** *** located at the address of *** *** ** ** *** ** in Minneapolis, MNAccording to our records Mr*** *** contacted CenterPoint Energy/Home Service Plus/Repair Customer
Service Department on 3/25/16. Mr*** advised our representative that he wanted to schedule a furnace repair due to his furnace igniter starter blower motor running constantly Our representative scheduled the appointment for 4/1/and advised of an appointment window between and p.m. On 4/1/our technician arrived at 4:p.m., and documented that the furnace would not liteHe discovered an open flame sensor, which he replaced; he cycled the furnace and left the furnace operating successfully upon exiting the propertyOn 6/18/16, Mr*** contacted customer service to schedule a home service repair due to his water heater not heating. The representative advised that the appointment was scheduled for 6/24/16, between the hours of and p.m. However, by the end of the appointment time our Dispatch Department suspended the order due to a heavy workload; and reached out to Mr*** to advise that the appointment was rescheduled for the next day. Please note on 6/25/the appointment was scheduled from to p.m. The next day our Dispatch Department placed a call ahead to the Mr*** as notification that they were running behind but were on their way. The technician proceeded on to the residence, rang the doorbell, knocked on the door and there was no answer; leaving a door tag at 9:p.mOn 7/9/16, Mr*** scheduled another Home Service Repair appointment for 7/13/due to his air conditioner not lowering the temperature of his home; our representative advised of an appointment window from and p.mPlease note our Dispatch Department placed two phone calls to Mr*** at 5:p.m., which went unansweredThe technician arrived to the subject address at 6:p.m., to find no one home; leaving a door tag indicator of a missed appointment Please know that your concerns are important to us and we apologize for any inconvenience that this matter may have caused you on 6/24th and 6/25thHowever in our effort to work with you, we have agreed as a onetime courtesy to credit your gas account months cost of your Home Service Plus Repair package monthly cost of $each; totaling $126.00. If additional assistance is needed please contact usSincerely, Shauntee ***
Thank you for your patience regarding Revdex.com Complaint # *** for Mr*** *** located at the address of *** *** *** ** ** * Minneapolis, MNAccording to our records Mr*** started contacting CenterPoint Energy on 12/28/regarding a part (inducer motor) needed for his
furnacePlease note that the part was delivered to the subject address on 12/30/On 1/2/Mr*** contacted CenterPoint Energy to inform us that his furnace was still not working and scheduled an appointment via Home Service PlusMr*** was advised that appointments are all day, with a scheduled time of 11:a.m., through 11:p.m., weather and work load permittingPlease note that an Home Service Plus technician arrived on 1/2/at 11:p.mand completed the needed repairs, leaving the furnace working fineWe apologize for any inconvenience this matter may have caused Mr*** and greatly appreciate his ongoing businessSincerely, Shauntee ***
Final Consumer Response /* (2000, 5, 2016/02/11) */
I wanted to let you know that someone from CenterPoint contact me and informed me that after further investigation it had been determined that the representative that I had worked with when setting up my Furnace Tuappointment erred and
didn't check to see if I meet all the requirements for receiving the rebateDue to the error they have agreed to honor the $rebate and will be sending me a visa gift card in the mail which I should receive in a few daysI will let you know when it arrives
Thank you in advance for your assistance with mediating my complaint
Best regards,
*** ***
***copied and pasted from email
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. I would like to point out that on November 22nd, I received a call from CenterPoint and that the rep promised to call me back after she had the matter resolvedI never received a call back but instead just got a check in the mail a week later
Mr***:Thank you for contacting CenterPoint EnergyUnfortunately, I am unable to locate your account in our systemCould you please provide your account number so that I can locate your account?If you are an XCel Energy customer, your complaint may need to be submitted to Xcel Energy for
resolution.Thank you,Robin HRegulatory LiaisonCenterPoint Energy
April 22, Ms*** ***s *** *** ** Victoria, MN 55386-Ms***s: As stated in our previous correspondence, the leak at your dishwasher was not caused by CenterPoint Energy and Home Service PlusAs a result, CenterPoint Energy again respectfully declines your request for reimbursement for property damagesCenterPoint Energy records show that the total cost (parts and labor) of the repairs to your dishwasher were $However, you have been billed for only the monthly cost of your Home Service Plus Repair PlanFinally, our technician tested your dishwasher at the conclusion of the last repair (December 22, 2015) and found the appliance to be functioning properlyIf that is not the case, you may request additional repairs as stated in the terms of your Home Service Plus Repair PlanSincerely, Robin H Regulatory Liaison CenterPoint Energy
Dear MrT***,We are in receipt of the complaint regarding the above-referenced property.Your home had a one year labor warranty that the builder, ** *** purchased from Chas Roberts.This one year labor warranty expired on May 23, The equipment warranty, which is for five years,is through
the manufacturerYou currently have no warranty with Chas Roberts on your equipment We are more than happy to provide service for your home, but there will be charges associated with any labor as there is no labor warranty on the equipmentSince your equipment is covered by a manufacturer parts warranty, you are able to utilize any licensed Carrier Contractor to complete any work on your equipment under the manufacturer parts warranty.Damon B***VP of Residential Sales and Service
Thank you for your patience in our 2nd rebuttal regarding Revdex.com complaint #*** for Mr*** *** located at the address of *** *** *** **,
Zimmerman, Minnesota In your response received in our office you ask that CenterPoint Energy confirm the balance owed to your account. Our records reflect a Home Service Plus (HSP) balance of $from a merchandise purchase, which does not include this month installment amount of $103.86; to be paid over month installments in the amount of $each along with your monthly chargesYour gas balance is in the amount of $and when combined with the HSP installments, this month’s total comes to $due by August 8, If you wish to set up payment arrangements for your gas charges please contact me at: ###-###-####Thank you, Robin ***
Please find the Revdex.com Complaint# *** response in the attachment for Ms*** ***Thank you,Shauntee ***
The extended warranty was provided ‘by’ CR at no cost to me due to the fact that they were unable to install the unit properly the first time and had to do the reinstallation from scratch a second time. I feel that if I had used other contractors at any point in the last seven years, as CR seems to be recommending, then CR would have used that point against me in their response. It never occurred to me to engage a contractor other than the one who installed the unit and sent me the warranty and implied they intend to support the unit indefinitelyCR references work done in in their response. I don’t know what this is referring to. The unit was “installed” in 2010. Nothing that happened in would have any applicability to this complaint There was work done by CR in March (and several times since 2010) that very well may be applicable: Replaced Inner coil, control module, blower motor. Dip switch settings of the unit were left in improper positions prompting me to have to call to come back to correct, point being there is precedence that CR may not always know how to service the units they install. My unit still does not perform correctly. The issue is not a simple one, another Trane Certified contractor was also unable to ascertain any issues, however the tests they perform are standard and don’t necessarily deem a unit in perfect operation, certainly in this case I still have a unit that is not operating properly. I have attempted to discuss humidity levels (the main indicator of the issue) as they pertain to residential HVAC with CR but it doesn’t appear that is really something they have much experience in. No one has been able to speak knowledgably on the subject. The best they can do is question my measuring device, but I use or more of various makes, they all behave the same, there can be no more of scientific measurement made, this is how it’s done in the scientific world Since CR’s response, their supervisor has visited and attempted to locate any issue, however he was unable toHe made a minor change to airflow and timing but that did not change the temperature or the humidity issues in the homeI question the unit’s ability to ever engage its operating stage, it seems to be stuck in the stage in which the unit is running at a fraction of its potential (first stage). I did mention this to everyone who has visited but no one has any answer to that point, it has been repeatedly ignored or responded to with “the unit must be cooling fine”. This is not true and here’s why; every year since the unit was installed, it has engaged its stage (second stage). It has not done that once since CR performed some work in March 2017. This has to be something CR takes seriously and not brush over because it’s out of their scope of expertise. I believe this is a key data point. If an air conditioner can’t engage its stage in Phoenix, AZ, in summer, they would never have invented a or second stage for any air conditioner, as Phoenix is at or near the hottest climate on Earth and is by far the most largely populated area at or near the highest world temperature levels in existenceI have made attempts to locate any ducting breaches, so far I have no conclusive evidence there are any leaks. I have had a duct leak before which I resolved, but the signs that indicated that leak to me then are nowhere to found this time. In summary, I still have an AC under warranty that I may just have to replace at full cost to me Two things have become apparent beginning with the summer temperatures for the first time this year (after CR’s work in March 2017): 1) the compressor makes a hissing sound 2) the power draw when the compressor kicks on now creates a very noticeable reduction in power in the home causing lights to go dimmer for a brief moment. So the compressor and/or its filter drier are still candidates for the cause of the issues. I don’t have any knowledge that CR has confirmed the compressor is not potentially faulted somehow. The measurements they perform are on the pressure of the refrigerant. The humidity appears to be being inserted by the unit. External humidity does not appear to have any affect on the interior humidity levels. operation for any unit is that the interior of the home will rise and fall slightly with changes to external humidity. But I have had a constant humidity level 12%=15% too high and I imagine until the issue is found, that will never change no matter how dry it gets. There was a period I recall that the humidity was 8% outdoors, and my interior would normally be 26%-29% in those conditions, but I’m still at a very stable 41%-45%. So while the unit can get the home to it’s thermostat temperature after running most of the time, the excess humidity really means the temperature feels about 2-degrees warmer than that. CR references lack of maintenance on the unit, I assume to imply there “is” something wrong with the unit. So I find that reference a confliction with the rest of their statement that the unit is operating perfectlyThe response from CR did not address my primary reason for contacting Revdex.com. The service technician was rude and borderline aggressive to me in my home. I felt physically unsafe having the CR representative in my home at that point. After this event I was left with no further visit scheduled or any communication from CR on what to expect next. While not mentioned in my complaint because it’s minor, that technician applicable to this complaint removed my own temperature measuring device from my home twice that day, I caught him the first time before he drove off. I assume it was inadvertent. I notified CR that the item was taken from me and that I would like it returned, but that never happened. I was told they would take care of it but for some reason they never followed through with it My only recourse is to publicize the lack of professionalism of the employee in question here and ask that CR addresses general business ethics with the employee and remind him that he is a service provider being paid to arrive and perform a service on private property and that you can’t behave that wayREQUESTED ACTION: I would like to request that a high level managerial representative, one who is a stakeholder in the company, and a subject matter expert from CR, if there is one, call me to discuss the potential for the compressor and/or its filter drier to have an issue or issues, which can be potentially the cause of increased humidity, but are not necessarily going to be identified with standard refrigerant pressure checksI also would like my equipment returned
I am rejecting this response because:CenterPoint inaccurately states "On 6/7/16, Mr*** contacted CNP/HSP Customer Service to add the Replacement Assistance Plan."On 6/7/I contacted CenterPoint to cancel coverage on the refrigerator in questionIt was at that time that representative informed me I could add replacement coverage to my existing coverage and I could call back to schedule service in a monthThis was, in fact, verified by the supervisor I spoke to on 8/2/16. At no time did I ever cancel the replacement coverageThis was done without my consent by CenterPoint. I expect CenterPoint to honor the plan that their agent knowingly sold meIf they are unable to this I will cancel all coverage for both units of my duplex and take my business to more reputable company
August 31, 2016Ms*** *** *** ** **Chaska, MN 55318-9376 Ms***:This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disputed charges on your account at *** *** *** **, Chaska, Minnesota 55318.As noted in your
complaint, CenterPoint Energy installed a new gas line and meter set at your property in October Since that time, you have been invoiced for the basic customer charge each month (approximately $per month), although you have not used any natural gas during that time frameCenterPoint Energy records also show that you discussed this issue with our staff on multiple occasions during this time, and that our representative agreed to remove the outstanding balance ($35.83) to resolve this issue.At this time, the natural gas meter at your property has been disconnected and your account has been closedI have credited your account for the unpaid balance of $35.83.I would like to apologize for the lack of information you received previously regarding the options for maintaining natural gas service (and associated charges) at your propertyIf you have any further questions regarding this issue, please contact me. Sincerely, Robin HRegulatory Liaison CenterPoint Energy
I am rejecting this response because:First of all I apologize for the incorrect dates but that is truly insignificant compared to being without heat for almost a weekAnd to clarify what truly went on, the first technician came and it was I who told him what we thought was the problem with the furnace not the other way aroundMy husband told me to tell your technician that we thought it was the sensorsYour technician then told me that they were not covered and I told him that I really did not want to replace something if they did not need to be replacedYour technician should have gone a little further in investigating this problemBut instead he started my furnace manually and left
Your technician absolutely did NOT get our furnace operationalAll he did was get it started by manually starting and he showed me how to do this tooThis is all fine and dandy if I want to make sure I am home every time the furnace hits the correct temperature set by the thermostatBecause after it hit the temperature the furnace would not work on its ownYour technician should have made sure that the zone motor was what the problem (or gone a little further to see if it was something else) and not just assumed that what I told him I “THOUGHT” was the problem was the issueHe should have investigated it further because the zones were fine the problem was the Aqua flow circuit board that needed to be replaced
As for the technician who said he left a tag on my door that is absolutely not true either, there was no note or tag and if my time frame was from 10am to 10pm I should expect him to be there between those timesAs it was I waited up on Saturday until 11pm and no show, no call nothingAnd now again you expected me to wait up on Sunday until 11pm with the customer service practices I had in the prior days I think it was quite a lot of you to ask that I should have stayed in my house knowing that I do not get calls from centerpoint and or no one shows up during my scheduled times
I am sorry I was not there but I cannot be up every time the furnace shuts off only to go and turn it on manually, and I too have a job that I get up at 4am forI cannot afford to take off any more time considering I had to take off on Thursday the first time for your technician to do NOTHING
Therefore, no I do not think that months is quite enough of an apology from you when your technician did not do anything more than assume that what I said was the problem with our furnace, was THE PROBLEMAnd it is not enough for my time waiting for some kind of customer service call letting me know that no one was going to show on Saturday or that it had changed to Sunday from 10am to 10pmNor is it enough that I would have to wait until 11pm on Sunday for an actual technician to come (if they really came to our door??) There was no notice on my door if he truly left oneThat is very questionable
I am not asking you to pay for the service we had to get because your home service plus program did not do as they promisedAnd yes I did cancel and I was not told of any early cancellation by the person I spoke with so I am not sure that I am cancelling early, or if I am don’t you think they should have told me this over the phone when I called? I will accept months refund on my HSP and nothing less
Initial Business Response /* (1000, 5, 2015/10/29) */
October 29,
Mr*** ***
***
Apple Valley, MN 55124-
Mr***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding issues with scheduling an appliance repair
for your property at ***, Apple Valley, Minnesota
Your complaint states that you had difficulty in reaching our office to schedule a repair for your furnaceOur records show that you were able to schedule a repair which was completed on October 20, However, I would like to apologize for the extended hold times you experienced when attempting to schedule this repairI have credited your account for one month's cost of the Home Service Plus (HSP) Repair Plan ($19.50) as a goodwill gesture
Please note that online self-scheduling is available for HSP customers at HSPtoday.com, which may be more convenient during peak times
Please contact me if you have any further concerns regarding this issue
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you
September 14, Mr*** *** *** *** *** ** C
n Rapids, MN 55448- Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disconnection of natural gas service at your property at *** *** *** ***, C
n
Rapids, Minnesota Your complaint states that your account should not have been disconnected for non-payment, as you were not notified of the pending disconnection, and that you should be reimbursed $CenterPoint Energy records show that your account was past due from May through September 2016, when you submitted payment for the balance owedPlease note that although payments were submitted in May and July 2016, your account was not paid in full until your payment of $was receivedI have enclosed a copy of the Notice of Disconnection which was mailed to you on August and expired on August 29, Please note that the amount shown on the Notice ($124.15) is the past due balance as of August and does not include the August bill amount of $I have also enclosed a Balance Statement which documents the balance on your account since April If you have any further questions, please contact meSincerely, Robin H Regulatory Liaison CenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint#*** for Mr*** P*** located at the address of *** *** *** in Conway, AROur attempts to speak with Mr*** P*** were unsuccessful. Please note according to our records gas service was interrupted
at the service address on 10/20/for a past due amount of $and again on 11/17/for another past due balance of $37.40. Please note a deposit increase, reconnection fees and overtime/same day service fees were assessed on both occasions. We have reversed these fees due to an incorrect billing address of *** * *** ***, Conway, AR which has now been updated to the service address of *** *** *** in Conway, ARPlease understand we apologize for any inconvenience this matter may have caused Mr*** and look forward to better servicing him in the futureSincerely, Shauntee ***
Please find the response to Revdex.com Complaint # *** in the above attachment