I simply wanted to speak with someone to explain the policy of getting the payment up frontInstead of a call back as promised, your manager directed the technician to leaveThis made me upset and at that point I was unwilling to pay up frontI ended up going with another company that found
your company's actions incredibleI paid them after the work was completedThis happened to be $over what your technician quotedI found it extremely rude that you would not explain your policy and assumed I would not make the payment as promised upon delivery of the work I already paid a deposit for
I am rejecting this response because:The original problem with the refrigerator was not the solenoid It was a broken part on the ice maker that allowed air into the freezer and frost to build upThe technician said the solenoid replacement would fix a separate problem which in fact it did notThe technician was told more than once on each visit that I felt the repair should be covered by the repair plan due to the fact that the issue impacted the operation of the freezerI paid more than $per year for several years for the HSP plan only to be told that a repair was not covered and that they are doing me a favor by not charging me for cancellingThey are guilty of advertising and taking advantage of people who pay for the program in good faith
RE: Revdex.com Complaint Number ***Dear Ms***:This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding a furnace repair that was scheduled under your Home Service Plus (HSP) Repair Plan contract at *** *** *** Apple Valley, Minnesota 55124.Your
complaint states that on November 13, 2017, you contacted CenterPoint Energy to schedule a furnace repair, and your appointment was scheduled for November 16, Your complaint also states that our technician advised you there was a part that was potentially needed for the repair, but it was not covered under the HSP contractYou decided not to replace the part and our technician was able to get the furnace working again.Your complaint further indicates that your furnace stopped functioning again, and you had to schedule another appointment for November 18, Your complaint notes that your appointment was scheduled for the same day with a window of 10:00a.mto 2:00p.mYou also stated that CenterPoint Energy did not arrive for this appointment, so you contacted us, and was advised that your appointment had been rescheduled for November 19, from 10:00a.mto 10:00p.mYour complaint also says that our technician did not arrive by 10:15p.m., so you left your home.CenterPoint Energy records show that the events described in your complaint occurred a week earlierYou contacted us on November 6, 2017, and your furnace repair was scheduled for November 9, At that time, our technician advised you that the zone motor may need to be replaced, and that it was not covered under the HSP contractBecause our technician was able to get the furnace operational, you advised our technician that you did not want to replace the part.On November 11, 2017, your furnace had stopped working again, so you contacted us to schedule another repairWe reviewed this telephone call, and our representative advised you that your appointment was scheduled for the same day between 10:00a.mand 10:00p.m with weather and workload permitting instead of 10:00a.mand 2:00p.m as you understood.Upon further review, we see that this appointment had to be deferred to November 12, We do apologize if you were not made aware of this changeOur technician’s notes from this appointment indicate that he contacted you around 10:45p.m., and that he arrived to your home around 11:00p.mOur technician was not able to complete your furnace repair because nobody was at the propertyOur technician noted that he left a tag on your door relaying this information.In your complaint, you asked for a refund because you contacted another company to repair your furnacePlease be aware that per the HSP Repair Plan Terms and Conditions, CenterPoint Energy is notresponsible for service or parts you have others provideTherefore, CenterPoint Energy respectfully declines your request for a refund.CenterPoint Energy records show that your HSP contract has been cancelled, and you have not been charged any fees for cancelling the contract earlyIf you would like to reenroll in the program, CenterPoint Energy will credit your account two months’ of HSP chargesIf you decide to do this, please contact us.CenterPoint Energy appreciates the opportunity to apologize for any inconvenience and address concerns from one of our valued customersWe consider this issue to be resolved, but should you have further questions, please contact me.Jessica ***Customer Service612-321-
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.Center Point Energy arrived at my house yesterday evening after I returned home from work and reactivated my HVAC and water heaterThanks for your assistance!
Thank you for our patience in our response regarding Revdex.com Complaint# *** listed in the name of Mr*** ** *** located at the address of *** *** *** * Minneapolis, MNAccording to our records Mr*** ***’s gas service was disconnected for non-payment on 4/27/for a past due
amount of $Mr*** made payment of $to restore service; which included his current charges due dated for 5/3/in the amount of $A reconnection order was submitted on Mr***’s behalf to restore gas service on 4/29/Please note when our technician arrived to the referenced address no one was home and thus the appointment was canceledMr*** contacted our Customer Service Department and rescheduled another appointment for 5/2/16. Again on 5/2/our technician arrived to the subject address before noon and found no one was home; subsequently canceling the work orderPlease understand in an effort to work with Mr*** in resolving his matter, we were able to accommodate his request as a courtesy to have our field operations schedule his reconnection of gas service on 5/2/after 6:p.m.; please be advised that gas service was successfully restoredIn review of Mr*** ***’s gas account we would like to inform him we offer other options which could prevent disconnection of service in the future such as; payment arrangements (extension and installments), online billing and automatic bank draft options if necessaryWe thank Mr*** for the opportunity to work on his behalf as we do appreciate his ongoing businessSincerely, Shauntee *** *** ** *** ***
Dear Mr***, We are in receipt of the complaint regarding your property We apologize if you have not received any of the messages we have left for you regarding the matter you have filed a complaint about I wanted to let you know that we have processed this
refund, and you should see it within 7-business days Damon B***VP of Residential Sales and Service
Thank you for your patience in our response regarding Revdex.com Complaint# *** listed in the name of *** *** located at the address of *** *** *** in Hopkins, MNOn 4/20/16, CenterPoint Energy mailed Mr*** *** a shut off notice in the amount of $to collect no later than
4/30/in order to avoid service interruption; along with a current billing invoice due in the amount of $by 5/18/16. When no payments or payment arrangements were received, gas service was interrupted on 5/13/16. Mr*** paid the past due amount along with a reconnection fee of $28.00, totaling $to restore gas serviceA reconnection request was scheduled for Monday, 5/16/along with a requested call ahead to ###-###-####. Unfortunately, both the call ahead and gas service appointment was missed. Please note upon receipt of Mr***’s Revdex.com complaint on 5/18/16, our office made an attempt to reach out in an effort to reschedule his reconnection request. Only Mr*** was already speaking with our Customer Service Department and rescheduling another reconnection request at the same time; subsequently gas service was restore the same eveningMr*** gas account currently has a past due balance of $that was due on 5/18/A shut off notice was mailed on 5/19/16, to collect the past due amount no later than 5/29/in order to avoid service interruption; and new charges of $is due by 6/16/16. If Mr*** cannot make payment by the shut notice date, he is welcome to contact customer service in order to setup payments arrangements in order to avoid another service interruption. We apologize for any inconvenience this matter may have cause Mr*** ***, and thank him for the opportunity to work on his behalf; as we do appreciate his businessSincerely, Shauntee ***
Thank you for your patience in our response regarding Revdex.com Complaint# *** listed in the name of *** *** for the address of *** *** *** * in Minneapolis, MN. On 4/20/16, CenterPoint Energy mailed a shut off paper notice to the address of ** *** ** *** ** in Albany, NY
12210-addressed to Mr*** *** in addition to sending an email to the address of ***The shut off notice advised Mr*** to make payment for the past due charges of $no later than 4/30/16, in order to avoid service interruption; along with current charges of $due by 5/18/Please understand a disconnection request was sent to the field on 5/2/when no payment or payment arrangements were received; resulting in gas service interruption on 5/13/Mr*** paid the past due amount of $the same day and contacted customer service to report his paymentAt this point Mr*** was advised to pay a reconnection fee of $in order to have the service restored; which we received leaving a remaining balance of $due by 5/18/Please note an order was placed to reconnect the gas service by the next available business dayBut Mr*** disagreed with the reconnection date and asked to speak with a supervisor. Supervisor *** changed the reconnection request for the same day as one time courtesy after Mr*** explained his situation; and gas service was restored the same dayPlease know that CenterPoint Energy followed policy and procedure consistent with Minnesota Rules 7820.1000-on Disconnection of ServiceWe apologize for any inconvenience this matter may have caused Mr*** *** as we do appreciate his businessSincerely, Shauntee ***
September 12, *** *** *** *** *** * Lake Elmo, MN Ms***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the extended wait time you experienced when you called Home Service Plus (HSP) to request service on your
clothes washerUnfortunately, during peak times, HSP requires scheduling time frames which are longer than you may find acceptableWhile your washer has been repaired at this time, I have credited your account for two month’s HSP cost to compensate for any inconvenience you may have experiencedI would also like to apologize for the five day delay in servicing your clothes washerCenterPoint Energy and HSP appreciate your businessPlease contact me if you have any further questions regarding this issueSincerely, Robin H Regulatory Liaison CenterPoint Energy
Initial Business Response /* (1000, 5, 2016/01/11) */
January 11,
Ms*** ***
***
Mankato, MN
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the refund for replacing your water
heater
CenterPoint Energy records show that you were to be reimbursed for the cost of replacing your water heater for a total of $Although initially delayed, at this time, a refund in that amount has been issued to you
I would like to apologize for the delay in issuing this refund checkThis delay was due to CenterPoint Energy's errorCenterPoint Energy regrets any inconvenience you may have experienced as a result of this error
If you have any further questions, please contact me
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***
Initial Consumer Rebuttal /* (2000, 6, 2016/01/11) */
I am rejecting this response because:
Hi, Thanks for the details of plan offeringsHowever, it doesn't address my concern. At the time of signing up, agent had confirmed multiple times that appliances will be covered in "maintenance/tuplan" for $The same was acknowledged by the supervisor when they called meThe supervisor also said that it was a wrong commitment by sales agent but they would not honor itIf you are changing the stand now and saying this commitment was not made, pls make the call recording available
Initial Business Response /* (1000, 5, 2016/01/13) */
January 13,
*** ***
***
Apple Valley, MN 55124-
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding responsibility for gas service at
***, Lakeville, Minnesota
Your complaint mentions that you have had difficulty in closing your account at the above address as of December 20, At this time, your account has been closed as of that date, and a final bill for service through December has been issuedYour account for service at your current address has not been affected
I would like to apologize for any inconvenience you may have experienced as a result of this issue
Please contact me if you have any further questions
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***
September 28, Ms*** *** *** *** *** * Minneapolis, MN 55406- Ms***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the reconnection of natural gas service at *** *** *** ***, Minneapolis, Minnesota
55406-As you know, your natural gas service was disconnected on July 27, 2016, for a past due balance of $After you paid this balance, CenterPoint Energy attempted to restore gas service on multiple occasions, but was unable to do so as you were unavailable during business hoursUnfortunately, CenterPoint Energy was unable to accommodate your request that a technician visit your home after 5PMHowever, despite multiple unsuccessful attempts, your gas service was reconnected on September 20, As a result, CenterPoint Energy considers this matter resolvedSincerely, Robin H Regulatory Liaison CenterPoint Energy
Initial Business Response /* (1000, 5, 2015/11/30) */
November 30,
Ms*** ***
***
Brooklyn Park, MN
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the recent attempts to repair your
furnace at ***, Brooklyn Park, Minnesota
CenterPoint Energy records show that you scheduled a repair for your furnace on November 19, 2015, but that our technician was unable to reach you by phone or at your property on that date, so this repair was canceled, as your complaint notesYou then requested another technician be sent, so a technician was dispatched as soon as possible (3:30AM) on November Again, no one was available when our technician called and visited your home
You requested that another technician be sent at 6:53AM on November and our technician arrived at 11:03AMAt this time, our technician was allowed access to your home but was not able to complete the repair due to health and safety concerns in your basementThe technician stated that CenterPoint Energy technicians are not required to work in unsafe conditions and that the situation be made safe before the repair could be completedThis is also stated in the Home Service Plus Terms & Conditions, section 2:
Appliances and equipment must meet code requirements and be in operating condition at the time contract service beginsCenterPoint Energy must have safe access to and safe working conditions at and around the appliances and equipment
The most recent repair request for your furnace was then scheduled for November Our records show that our technician was able to complete the repair of your furnace
CenterPoint Energy made several good faith efforts to complete the repair of your appliance as you requestedAnd, because these repairs have since been completed, CenterPoint Energy considers this matter resolved
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have phone records from my cell phone and home phone service that can verify that there were no incoming calls made from CenterPoint Energy on the 19th and 20th that were claimed to be madeI have requested that if CP has verification on their end that they did that it please be provided it, this request was denied
I have no personal interest in missing a day of work to wait for a repair person to then claim they did not arriveIt serves me no good to make requests for service, then deny a technician access and then make continued requests for help, even to the point of calling through the day to request verifications and to speak with managementHow would that resolve my home's lack of heat?
I do not feel that it is appropriate that a repair tech may 'claim' they called and were present at my home and that serves as truth, but my word as a paying customer who was not given professional service is considered invalidI have offered to provide verification of lack of communication, in return CenterPoint does not want to give verification on their end and instead places blame on the customer
Yes, there was yet another call for a technician to be sent, and a call was finally received on the 24th, and I requested to have the min grace period to return from workIn less than min, before I arrived home, the tech had come and left; had I not had someone at the house to receive the tech I would have been seen yet again as "failing" another appointment
The next time there was an availability to have someone service my home was days later; the tech was late to the service time but did actually call to verify that I was home and was able to fix the problem
This, however, does not resolve the days without heat in my home, the serious lack of professional customer service received, the non-existent communication, the entire blame placed upon the customer and complete lack to accept any responsibility on CenterPoint's part that they had in this debacle
I had to miss a day's wages waiting on the 19th for someone to arrive and I had to run space heaters in my home so that my pipes did not freeze and my energy bill will reflect the cost it took to run these over daysSimply repairing the furnace several days later (after the run around on the 19th and 20th) does not resolve the matter to me
Final Business Response /* (4000, 17, 2016/01/05) */
Ms***:
CenterPoint Energy made three attempts to repair your furnace (at your request) within hours of your initial requestWe consider this a reasonable response to your requests for service
When our technician was granted access to your home, we were unable to complete the repair due to unsafe conditionsFurthermore, our technician was then told to leave the property after explaining the necessity of working in safe conditions
Because your appliance has since been repaired, CenterPoint Energy considers this matter closed
August 11, Ms*** *** *** *** *** ** Minneapolis , MN Ms***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your refrigerator by Home Service Plus (HSP)CenterPoint Energy records show that an
HSP technician visited your property on July 14, to repair your refrigerator, and it was discovered that the solenoid would require replacementUnfortunately, as you stated in your complaint to the Revdex.com, the cost of this part is not covered by the HSP Repair PlanHowever, our technician informed you that the repair could be completed for an additional cost, which you approved at the time of the diagnosisPlease note that any non-covered repairs made by HSP require that the customer approve the cost before the work can be scheduledOn July 27, our technician returned and completed the repairs, which totaled $Please note that your HSP Repair Plan covered the labor cost for the first minutes of the repair (typically $95) and that you were charged only $for the labor costsBecause you approved the costs of the non-contract repair prior to our technician ordering the necessary parts, HSP respectfully declines to remove the charges related to the repairFinally, our records show that you cancelled your HSP Repair Plan on August Typically, cancellation of an HSP Repair Plan prior to the contract anniversary date would result in the assessment of the cost of any repairs made during that contract year, less any payments madeYour account has not been charged for any additional charges other than the monthly HSP Repair Plan and the cost of the refrigerator repair as described aboveIf you have any further questions regarding this issue, please contact meSincerely, Robin H Regulatory Liaison CenterPoint Energy
Temporary Update -your reconnection order has been schedule for today, 7/18/for this afternoonPlease answer the call ahead in order to keep the appointment; the phone call will be coming from a area code.Thank you,Shauntee ***
Thank you for your patience in our response regarding Revdex.com Complaint # *** listed in the name of Mr*** *** located at the address of *** *** *** Osseo, MNAccording to our records Mr*** *** started contacting CenterPoint Energy on 2/03/with a request to
return an Air Conditioner part (A Coil) ordered from Home Service Plus (HSP) due to an A/C Tune Up repair on June 1, Our records show that CenterPoint Energy received the returned part on February 27, 2017; and credited the cost of the part in the amount of -$CenterPoint Energy also agreed that the cost for the HSP A/C tune up and related repairs should be credited, leaving Mr*** with a credit balance of -$on his accountIn the complaint Mr*** mentioned the HSP subcontractors that traveled to Mr***’s home on June 1, were unlicensedPlease note all CenterPoint Energy / Home Service Plus technicians and contractors are licensedWe apologize for any inconvenience this matter may have caused and thank you for the opportunity to address the concerns presented on Mr***’s behalfSincerely, Shauntee ***
Good afternoon, We have reviewed this matter and our investigation is ongoingOnce completed we send our final response in the matter Thank you,Shauntee ***
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 This was all I have been after for the past years and could not find an outlet I am however, still going to petition my local representative over utility companies and appliance services operations under one Corporation or Charter They should not be able to transfer moneys between one another There are two dozen lobbyists protecting Home Service Plus under CenterPoint Energy using weak law to skirt the Utility Commission This is not an isolated incident and I appreciate Revdex.com services and look forward to using you first if I ever come across something that needs to be inspected. Thank you again***
I simply wanted to speak with someone to explain the policy of getting the payment up frontInstead of a call back as promised, your manager directed the technician to leaveThis made me upset and at that point I was unwilling to pay up frontI ended up going with another company that found
your company's actions incredibleI paid them after the work was completedThis happened to be $over what your technician quotedI found it extremely rude that you would not explain your policy and assumed I would not make the payment as promised upon delivery of the work I already paid a deposit for
I am rejecting this response because:The original problem with the refrigerator was not the solenoid It was a broken part on the ice maker that allowed air into the freezer and frost to build upThe technician said the solenoid replacement would fix a separate problem which in fact it did notThe technician was told more than once on each visit that I felt the repair should be covered by the repair plan due to the fact that the issue impacted the operation of the freezerI paid more than $per year for several years for the HSP plan only to be told that a repair was not covered and that they are doing me a favor by not charging me for cancellingThey are guilty of advertising and taking advantage of people who pay for the program in good faith
RE: Revdex.com Complaint Number ***Dear Ms***:This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding a furnace repair that was scheduled under your Home Service Plus (HSP) Repair Plan contract at *** *** *** Apple Valley, Minnesota 55124.Your
complaint states that on November 13, 2017, you contacted CenterPoint Energy to schedule a furnace repair, and your appointment was scheduled for November 16, Your complaint also states that our technician advised you there was a part that was potentially needed for the repair, but it was not covered under the HSP contractYou decided not to replace the part and our technician was able to get the furnace working again.Your complaint further indicates that your furnace stopped functioning again, and you had to schedule another appointment for November 18, Your complaint notes that your appointment was scheduled for the same day with a window of 10:00a.mto 2:00p.mYou also stated that CenterPoint Energy did not arrive for this appointment, so you contacted us, and was advised that your appointment had been rescheduled for November 19, from 10:00a.mto 10:00p.mYour complaint also says that our technician did not arrive by 10:15p.m., so you left your home.CenterPoint Energy records show that the events described in your complaint occurred a week earlierYou contacted us on November 6, 2017, and your furnace repair was scheduled for November 9, At that time, our technician advised you that the zone motor may need to be replaced, and that it was not covered under the HSP contractBecause our technician was able to get the furnace operational, you advised our technician that you did not want to replace the part.On November 11, 2017, your furnace had stopped working again, so you contacted us to schedule another repairWe reviewed this telephone call, and our representative advised you that your appointment was scheduled for the same day between 10:00a.mand 10:00p.m with weather and workload permitting instead of 10:00a.mand 2:00p.m as you understood.Upon further review, we see that this appointment had to be deferred to November 12, We do apologize if you were not made aware of this changeOur technician’s notes from this appointment indicate that he contacted you around 10:45p.m., and that he arrived to your home around 11:00p.mOur technician was not able to complete your furnace repair because nobody was at the propertyOur technician noted that he left a tag on your door relaying this information.In your complaint, you asked for a refund because you contacted another company to repair your furnacePlease be aware that per the HSP Repair Plan Terms and Conditions, CenterPoint Energy is notresponsible for service or parts you have others provideTherefore, CenterPoint Energy respectfully declines your request for a refund.CenterPoint Energy records show that your HSP contract has been cancelled, and you have not been charged any fees for cancelling the contract earlyIf you would like to reenroll in the program, CenterPoint Energy will credit your account two months’ of HSP chargesIf you decide to do this, please contact us.CenterPoint Energy appreciates the opportunity to apologize for any inconvenience and address concerns from one of our valued customersWe consider this issue to be resolved, but should you have further questions, please contact me.Jessica ***Customer Service612-321-
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.Center Point Energy arrived at my house yesterday evening after I returned home from work and reactivated my HVAC and water heaterThanks for your assistance!
Thank you for our patience in our response regarding Revdex.com Complaint# *** listed in the name of Mr*** ** *** located at the address of *** *** *** * Minneapolis, MNAccording to our records Mr*** ***’s gas service was disconnected for non-payment on 4/27/for a past due
amount of $Mr*** made payment of $to restore service; which included his current charges due dated for 5/3/in the amount of $A reconnection order was submitted on Mr***’s behalf to restore gas service on 4/29/Please note when our technician arrived to the referenced address no one was home and thus the appointment was canceledMr*** contacted our Customer Service Department and rescheduled another appointment for 5/2/16. Again on 5/2/our technician arrived to the subject address before noon and found no one was home; subsequently canceling the work orderPlease understand in an effort to work with Mr*** in resolving his matter, we were able to accommodate his request as a courtesy to have our field operations schedule his reconnection of gas service on 5/2/after 6:p.m.; please be advised that gas service was successfully restoredIn review of Mr*** ***’s gas account we would like to inform him we offer other options which could prevent disconnection of service in the future such as; payment arrangements (extension and installments), online billing and automatic bank draft options if necessaryWe thank Mr*** for the opportunity to work on his behalf as we do appreciate his ongoing businessSincerely, Shauntee *** *** ** *** ***
Dear Mr***, We are in receipt of the complaint regarding your property We apologize if you have not received any of the messages we have left for you regarding the matter you have filed a complaint about I wanted to let you know that we have processed this
refund, and you should see it within 7-business days Damon B***VP of Residential Sales and Service
Thank you for your patience in our response regarding Revdex.com Complaint# *** listed in the name of *** *** located at the address of *** *** *** in Hopkins, MNOn 4/20/16, CenterPoint Energy mailed Mr*** *** a shut off notice in the amount of $to collect no later than
4/30/in order to avoid service interruption; along with a current billing invoice due in the amount of $by 5/18/16. When no payments or payment arrangements were received, gas service was interrupted on 5/13/16. Mr*** paid the past due amount along with a reconnection fee of $28.00, totaling $to restore gas serviceA reconnection request was scheduled for Monday, 5/16/along with a requested call ahead to ###-###-####. Unfortunately, both the call ahead and gas service appointment was missed. Please note upon receipt of Mr***’s Revdex.com complaint on 5/18/16, our office made an attempt to reach out in an effort to reschedule his reconnection request. Only Mr*** was already speaking with our Customer Service Department and rescheduling another reconnection request at the same time; subsequently gas service was restore the same eveningMr*** gas account currently has a past due balance of $that was due on 5/18/A shut off notice was mailed on 5/19/16, to collect the past due amount no later than 5/29/in order to avoid service interruption; and new charges of $is due by 6/16/16. If Mr*** cannot make payment by the shut notice date, he is welcome to contact customer service in order to setup payments arrangements in order to avoid another service interruption. We apologize for any inconvenience this matter may have cause Mr*** ***, and thank him for the opportunity to work on his behalf; as we do appreciate his businessSincerely, Shauntee ***
Thank you for your patience in our response regarding Revdex.com Complaint# *** listed in the name of *** *** for the address of *** *** *** * in Minneapolis, MN. On 4/20/16, CenterPoint Energy mailed a shut off paper notice to the address of ** *** ** *** ** in Albany, NY
12210-addressed to Mr*** *** in addition to sending an email to the address of ***The shut off notice advised Mr*** to make payment for the past due charges of $no later than 4/30/16, in order to avoid service interruption; along with current charges of $due by 5/18/Please understand a disconnection request was sent to the field on 5/2/when no payment or payment arrangements were received; resulting in gas service interruption on 5/13/Mr*** paid the past due amount of $the same day and contacted customer service to report his paymentAt this point Mr*** was advised to pay a reconnection fee of $in order to have the service restored; which we received leaving a remaining balance of $due by 5/18/Please note an order was placed to reconnect the gas service by the next available business dayBut Mr*** disagreed with the reconnection date and asked to speak with a supervisor. Supervisor *** changed the reconnection request for the same day as one time courtesy after Mr*** explained his situation; and gas service was restored the same dayPlease know that CenterPoint Energy followed policy and procedure consistent with Minnesota Rules 7820.1000-on Disconnection of ServiceWe apologize for any inconvenience this matter may have caused Mr*** *** as we do appreciate his businessSincerely, Shauntee ***
September 12, *** *** *** *** *** * Lake Elmo, MN Ms***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the extended wait time you experienced when you called Home Service Plus (HSP) to request service on your
clothes washerUnfortunately, during peak times, HSP requires scheduling time frames which are longer than you may find acceptableWhile your washer has been repaired at this time, I have credited your account for two month’s HSP cost to compensate for any inconvenience you may have experiencedI would also like to apologize for the five day delay in servicing your clothes washerCenterPoint Energy and HSP appreciate your businessPlease contact me if you have any further questions regarding this issueSincerely, Robin H Regulatory Liaison CenterPoint Energy
Initial Business Response /* (1000, 5, 2016/01/11) */
January 11,
Ms*** ***
***
Mankato, MN
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the refund for replacing your water
heater
CenterPoint Energy records show that you were to be reimbursed for the cost of replacing your water heater for a total of $Although initially delayed, at this time, a refund in that amount has been issued to you
I would like to apologize for the delay in issuing this refund checkThis delay was due to CenterPoint Energy's errorCenterPoint Energy regrets any inconvenience you may have experienced as a result of this error
If you have any further questions, please contact me
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***
Initial Consumer Rebuttal /* (2000, 6, 2016/01/11) */
Thank you for your patience regarding Revdex.com Complaint # *** response for *** *** located in the above attachmentThank you,Shauntee ***
I am rejecting this response because:
Hi, Thanks for the details of plan offeringsHowever, it doesn't address my concern. At the time of signing up, agent had confirmed multiple times that appliances will be covered in "maintenance/tuplan" for $The same was acknowledged by the supervisor when they called meThe supervisor also said that it was a wrong commitment by sales agent but they would not honor itIf you are changing the stand now and saying this commitment was not made, pls make the call recording available
Initial Business Response /* (1000, 5, 2016/01/13) */
January 13,
*** ***
***
Apple Valley, MN 55124-
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding responsibility for gas service at
***, Lakeville, Minnesota
Your complaint mentions that you have had difficulty in closing your account at the above address as of December 20, At this time, your account has been closed as of that date, and a final bill for service through December has been issuedYour account for service at your current address has not been affected
I would like to apologize for any inconvenience you may have experienced as a result of this issue
Please contact me if you have any further questions
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***
September 28, Ms*** *** *** *** *** * Minneapolis, MN 55406- Ms***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the reconnection of natural gas service at *** *** *** ***, Minneapolis, Minnesota
55406-As you know, your natural gas service was disconnected on July 27, 2016, for a past due balance of $After you paid this balance, CenterPoint Energy attempted to restore gas service on multiple occasions, but was unable to do so as you were unavailable during business hoursUnfortunately, CenterPoint Energy was unable to accommodate your request that a technician visit your home after 5PMHowever, despite multiple unsuccessful attempts, your gas service was reconnected on September 20, As a result, CenterPoint Energy considers this matter resolvedSincerely, Robin H Regulatory Liaison CenterPoint Energy
Initial Business Response /* (1000, 5, 2015/11/30) */
November 30,
Ms*** ***
***
Brooklyn Park, MN
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the recent attempts to repair your
furnace at ***, Brooklyn Park, Minnesota
CenterPoint Energy records show that you scheduled a repair for your furnace on November 19, 2015, but that our technician was unable to reach you by phone or at your property on that date, so this repair was canceled, as your complaint notesYou then requested another technician be sent, so a technician was dispatched as soon as possible (3:30AM) on November Again, no one was available when our technician called and visited your home
You requested that another technician be sent at 6:53AM on November and our technician arrived at 11:03AMAt this time, our technician was allowed access to your home but was not able to complete the repair due to health and safety concerns in your basementThe technician stated that CenterPoint Energy technicians are not required to work in unsafe conditions and that the situation be made safe before the repair could be completedThis is also stated in the Home Service Plus Terms & Conditions, section 2:
Appliances and equipment must meet code requirements and be in operating condition at the time contract service beginsCenterPoint Energy must have safe access to and safe working conditions at and around the appliances and equipment
The most recent repair request for your furnace was then scheduled for November Our records show that our technician was able to complete the repair of your furnace
CenterPoint Energy made several good faith efforts to complete the repair of your appliance as you requestedAnd, because these repairs have since been completed, CenterPoint Energy considers this matter resolved
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have phone records from my cell phone and home phone service that can verify that there were no incoming calls made from CenterPoint Energy on the 19th and 20th that were claimed to be madeI have requested that if CP has verification on their end that they did that it please be provided it, this request was denied
I have no personal interest in missing a day of work to wait for a repair person to then claim they did not arriveIt serves me no good to make requests for service, then deny a technician access and then make continued requests for help, even to the point of calling through the day to request verifications and to speak with managementHow would that resolve my home's lack of heat?
I do not feel that it is appropriate that a repair tech may 'claim' they called and were present at my home and that serves as truth, but my word as a paying customer who was not given professional service is considered invalidI have offered to provide verification of lack of communication, in return CenterPoint does not want to give verification on their end and instead places blame on the customer
Yes, there was yet another call for a technician to be sent, and a call was finally received on the 24th, and I requested to have the min grace period to return from workIn less than min, before I arrived home, the tech had come and left; had I not had someone at the house to receive the tech I would have been seen yet again as "failing" another appointment
The next time there was an availability to have someone service my home was days later; the tech was late to the service time but did actually call to verify that I was home and was able to fix the problem
This, however, does not resolve the days without heat in my home, the serious lack of professional customer service received, the non-existent communication, the entire blame placed upon the customer and complete lack to accept any responsibility on CenterPoint's part that they had in this debacle
I had to miss a day's wages waiting on the 19th for someone to arrive and I had to run space heaters in my home so that my pipes did not freeze and my energy bill will reflect the cost it took to run these over daysSimply repairing the furnace several days later (after the run around on the 19th and 20th) does not resolve the matter to me
Final Business Response /* (4000, 17, 2016/01/05) */
Ms***:
CenterPoint Energy made three attempts to repair your furnace (at your request) within hours of your initial requestWe consider this a reasonable response to your requests for service
When our technician was granted access to your home, we were unable to complete the repair due to unsafe conditionsFurthermore, our technician was then told to leave the property after explaining the necessity of working in safe conditions
Because your appliance has since been repaired, CenterPoint Energy considers this matter closed
August 11, Ms*** *** *** *** *** ** Minneapolis , MN Ms***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your refrigerator by Home Service Plus (HSP)CenterPoint Energy records show that an
HSP technician visited your property on July 14, to repair your refrigerator, and it was discovered that the solenoid would require replacementUnfortunately, as you stated in your complaint to the Revdex.com, the cost of this part is not covered by the HSP Repair PlanHowever, our technician informed you that the repair could be completed for an additional cost, which you approved at the time of the diagnosisPlease note that any non-covered repairs made by HSP require that the customer approve the cost before the work can be scheduledOn July 27, our technician returned and completed the repairs, which totaled $Please note that your HSP Repair Plan covered the labor cost for the first minutes of the repair (typically $95) and that you were charged only $for the labor costsBecause you approved the costs of the non-contract repair prior to our technician ordering the necessary parts, HSP respectfully declines to remove the charges related to the repairFinally, our records show that you cancelled your HSP Repair Plan on August Typically, cancellation of an HSP Repair Plan prior to the contract anniversary date would result in the assessment of the cost of any repairs made during that contract year, less any payments madeYour account has not been charged for any additional charges other than the monthly HSP Repair Plan and the cost of the refrigerator repair as described aboveIf you have any further questions regarding this issue, please contact meSincerely, Robin H Regulatory Liaison CenterPoint Energy
Temporary Update -your reconnection order has been schedule for today, 7/18/for this afternoonPlease answer the call ahead in order to keep the appointment; the phone call will be coming from a area code.Thank you,Shauntee ***
Thank you for your patience in our response regarding Revdex.com Complaint # *** listed in the name of Mr*** *** located at the address of *** *** *** Osseo, MNAccording to our records Mr*** *** started contacting CenterPoint Energy on 2/03/with a request to
return an Air Conditioner part (A Coil) ordered from Home Service Plus (HSP) due to an A/C Tune Up repair on June 1, Our records show that CenterPoint Energy received the returned part on February 27, 2017; and credited the cost of the part in the amount of -$CenterPoint Energy also agreed that the cost for the HSP A/C tune up and related repairs should be credited, leaving Mr*** with a credit balance of -$on his accountIn the complaint Mr*** mentioned the HSP subcontractors that traveled to Mr***’s home on June 1, were unlicensedPlease note all CenterPoint Energy / Home Service Plus technicians and contractors are licensedWe apologize for any inconvenience this matter may have caused and thank you for the opportunity to address the concerns presented on Mr***’s behalfSincerely, Shauntee ***
Good afternoon, We have reviewed this matter and our investigation is ongoingOnce completed we send our final response in the matter Thank you,Shauntee ***
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 This was all I have been after for the past years and could not find an outlet I am however, still going to petition my local representative over utility companies and appliance services operations under one Corporation or Charter They should not be able to transfer moneys between one another There are two dozen lobbyists protecting Home Service Plus under CenterPoint Energy using weak law to skirt the Utility Commission This is not an isolated incident and I appreciate Revdex.com services and look forward to using you first if I ever come across something that needs to be inspected. Thank you again***