I am rejecting this response because:Consumer stated CenterPoint Energy did in fact come out and repair the washer and it is working fineConsumer plans to follow up for a refund for service that they haven't been provided for months.Upon request, response has been transcribed by Revdex.com employee
Initial Business Response /* (1000, 7, 2016/01/25) */
January 25,
MsA***
***
Burnsville, MN
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding Home Service Plus's (HSP) diagnosis of your
furnace
As noted in your complaint, you called CenterPoint Energy on January 8, 2016, to report that your furnace was not producing heat as it shouldOur technician arrived to your property later that day and diagnosed the furnace with a cracked heat exchanger, which necessitated that the gas to the appliance be shut off for safety reasonsYou then requested a second opinion, and another HSP technician was sent on January After removing the heat exchanger from your furnace (which can make diagnosis much easier), no crack was found
At this time, CenterPoint Energy records show that you spoke with the supervisor of the technician who made the initial diagnosis, and that you have also spoken with Area Manager Chris ***Because you have already replaced your furnace, Mr*** offered $1,as compensation towards your new furnacePlease note that this amount takes into account the age of your previous furnace (years) which was 8-years past its life expectancy
You have also stated that you felt as though CenterPoint Energy's goal was to sell you a new furnace and that may have influenced the decision to red-tag your applianceAlthough CenterPoint Energy technicians are trained to provide information on new appliances and HSP offerings, this did not factor into the diagnosis of your previous furnaceYour furnace had previously been serviced by HSP in December 2013, and no such issues occurred despite the age of the appliance at the time (years old)
CenterPoint Energy and HSP regret any inconvenience you may have experience as a result of our errorAt this time, CenterPoint Energy's offer of $1,reimbursement towards the cost of your new furnace standsPlease reply to this complaint to the Revdex.com or to Mr*** directly with your decision
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***
Initial Consumer Rebuttal /* (3000, 9, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not accept Chris's offer and took it further on our end where we did finally speak to the Claims Department and have come to an agreement with Molly *** at Centerpoint
However, I would like to know that someone will revisit their protocol on scare tactics like thisI do NOT think it is acceptable to turn off gas to a house without being 100% confirmed certain; especially in the middle of the winter; especially with babies in the houseI would like Centerpoint revisit how they 'red tag' itemsThe practice they showed me is unacceptable and criminal
Thank you,
***
April 27, Mr*** *** *** *** *** *** ** *** Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding your claim of property damages caused by a Home Service Plus (HSP) technician during the repair of your dryer at
*** *** ***nue, *** *** *** CenterPoint Energy records show that you requested that Home Service Plus (HSP) repair your dryer on February 22, 2016, and that an HSP technician then serviced your dryer on February As your complaint notes, you claim that this technician caused property damages during the course of this repairTo investigate this issue, our technician’s supervisor visited your property to attempt to determine the source of the property damagesThis supervisor’s manager then also visited your property to attempt to resolve this issue and determine if CenterPoint Energy or HSP were responsible for any property damagesAs noted in the letter sent by CenterPoint Energy’s Claims Department on April 7, 2016: Our investigation of this matter revealed the following: Upon arrival, our employee found the dryer already pulled away from the wall and you admitted you had removed the dryer hose prior to our technician arriving; As a courtesy, our employee reconnected the dryer hose at your request and pushed the dryer back against the wall after reconnecting the hoseHe did not damage the floor when the dryer was put back in placeThe CenterPoint Energy technician made all repairs from the front of the unit, eliminating the need to move the dryer forward (from the position you had placed it in prior to his arrival); The indentation in the door is on the opposite side of the room from the dryer and not anywhere near where the technician was workingThere is no evidence to support your claim that CenterPoint Energy’s technician was responsible for this damageTherefore, we respectfully maintain our position regarding liability of this claim and stand by our denialSincerely, Robin H Regulatory Liaison CenterPoint Energy ***
Thank you for your patience in our response regarding Revdex.com Complaint # *** listed in the name of *** *** located at the address of *** *** *** * Minneapolis, MN 55423.According to our records Mr*** *** contacted CenterPoint Energy for a clothes washer repair on October
9, 2016, and discovered Home Service Plus feature was not extended to the appliance in errorPlease note CenterPoint Energy contacted Mr*** and added the feature on October 24, 2016; the repairs were completed today and the clothes washer was left working fineWe extend our most sincere apology for any inconvenience this matter may have caused; as we do appreciate Mr*** ongoing business. Sincerely,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.***, I accept the response from Center Point Energy of crediting our account for months HSP cost to compensate for any inconvenience. we did receive a bill from centerpoint a couple days ago for the monthly feeI assume it crossed in the mail with their response to me. so, do we not pay that bill we received? Please let me know by emailI am using a work fax and don't work tomorrowThanks, ***
February 7, Mr*** *** *** *** *** ** Zimmerman, MN Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the Home Service Plus (HSP) Repair Plan charges on your account for service at *** *** ***
***, Monticello, Minnesota As noted in your complaint, you canceled HSP in December 2016, but continued to be billed for the Plan after cancellationAnd, unfortunately, this issue was not corrected after you made multiple requests to CenterPoint Energy to do soTo correct this issue, I have removed the charge of $from your accountYour balance is now $($Merchandise and $in gas usage) and is due on February 17, I would also like to apologize for any inconvenience you may have experienced in attempting to resolve this issueIf you have any further questions regarding this issue, please contact meSincerely, Robin *** Regulatory Liaison CenterPoint Energy ###-###-####
I am rejecting this response because:
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is NOT satisfactory to me.Once again CTE has used its usual pratice in order to get away with its reckless practices known by thousands of its custumers who do not have any other choice .I have submitted a clear bank statemenent showing my payements.1/Is my montly payement based on the plan we agreed upon?/I will request from CPE to post publiquement my payements for the past months.3/Did CTP received my last payement of july for $as shown on this statement? Its known by many of CTE customers that this company can contrefeit its customers bills(case 14-12-00367-cv city of Houston vs CTE and thousands of compaints against CTE)As of today I do not owe CTE a peny and I will hold them accountable for their reckless
9/15/Complaint ID: *** *** *** *** * *** ***
*** ** *** To Whom It May Concern: Chas Roberts has a legacy of going above and beyond where warranted to insure the comfort of our customers and the continued viability of their equipment by maintaining the relationships between our manufacturing partners and through the use of tried and true methods for the diagnostics, service, and repair of HVAC systems. We have done so for the past years and are planning to continue to do so in the foreseeable future. The “dip switch settings” changed at the last service provided to this home were done to set up an enhanced dehumidification function that enables the unit to remove more humidity from the air during the first minutes of the cooling cycle. The modified Cooling Droop setting is an option on homes where humidity control seems to be an issue and is not a correct or incorrect settingIt is a setup option that previously had not been put into play as the technicians on earlier appointments determined this was not needed to achieve cooling. The parts failures referenced in his letter were repaired and replaced consistent with the warranty and the manufacturer practices and are in compliance with the agreed upon repairs where the unit was found under-performing. To Mr*** own credit, he has had another TRANE certified contractor out to evaluate the system and they too have revealed nothing wrong with the system as he indicated in his letter. This would stand as proof that the unit is performing and meeting the equipment design and operational requirements. The Two Stage system installed on the *** home is designed and intended to operate in the low stage 60-65% of the time as an efficiency feature, the need to stage the full capacity of the system is dependent upon the thermostat operation and time delay strategy in the unit. The unit determines based on individual run time and temperature at the thermostat whether the second stage is needed. The higher stage of cooling will not provide additional relief from humidity as the refrigerant in the coils passes through at a higher rate as does the airflow. With the inclusion of the modified Cooling Droop the unit will be further delayed in the staging profile as the system is making effort to first dehumidify the air in the home and then will begin the low stage cooling effect. The high stage cooling effect cannot cycle until there has been a reasonable runtime on the lower stage, approximately 10-minutes. If the modified Cooling Droop is not meeting the desired expectation it would not be out of scope to have the switches reset to the original factory setting. The question of humidity in the home as related to his recollection is irrelevant because it cannot be substantiated, the relative humidity in a home as outlined by the Environmental Protection Agency of the United States is between and 60% respectively depending on the lifestyle and ambient conditions of the consumer. This is not a Chas Roberts standard by any means. To once again reference his letter, he is maintaining 41-45% relative humidity in the home, well within the guidelines from the EPA. If the humidity in a home is too low there are significant health risks which can be associated with the lack of moisture in the space, too high and the home begins to get “sick” due to VOC’s and microbial growth. As the unit is maintaining the “normal” level of humidity in the structure it is far more likely the unit is performing correctly as was verified by the alternate contractor’s testing as well as our own. If Mr*** is interested in further humidity removal it may be better to increase ventilation by introducing outside air as is done in all modern builds under the Energy Star policies or add a dehumidification machine into the home to further reduce the moisture in the air without cooling. The reason why this point is critical is to effectively remove relative humidity you either have to evaporate the moisture or condense it. The issue with condensing moisture is that as air gets cooler it’s saturation temperature gets lower and this will make the existing air more humid initially since the molecules of water are closer together. The reference to lack of maintenance was not in an effort to indicate the unit has issues, more a statement of fact and relevant to the overall concerns of warranty as Maintenance is not only an excellent idea but also a requirement of the manufacturer to maintain the warranty. The primary concern expressed, the professionalism of the technician has been addressed internally. This is the first time we have been made aware that Mr*** felt “unsafe” in his home as it was not mentioned in his initial complaint, nor did he mention anything to the supervisor that was at his home on August 17th, 2017. This is also the first we have heard of a measuring device that has gone missing as there is no record of any such information being passed along to our management team related to thisI would question why this was not brought to our attention sooner and if the property in question is of value why a police report was not filed since he claims the removal occurred not once but twice. Regrettably there is no way for Chas Robert’s to determine or refute his claims as every technician carries temperature measuring devices of their own choosing as part of their tool kits, we can also assume he has no proof our technician removed the property as were he able to do so it is far more likely the concern would have been addressed before now Every technician at Chas Roberts has been thoroughly vetted and checked for criminal behavior before employment and are believed to be genuinely decent, ethical, and upright citizens. Since it has been determined by two contractors now that his equipment is operating up to manufacturer specifications, we strongly suggest that he contact Trane, as his warranty is through Trane. Trane will facilitate Mr*** locating a licensed contractor for the balance of his manufacturer warranty. There is no workmanship item in his complaint. Pete H*** General Manager of Warranty Services
Initial Business Response /* (1000, 5, 2015/10/08) */
October 8,
Ms*** ***
***
Savage, MN 55378-
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the reconnection of your natural gas service
at ***, Savage, Minnesota
CenterPoint Energy records show that your gas service was disconnected on September 29, for a past due balance of $You then paid $on October so that the service would be reconnectedCenterPoint Energy then attempted to reconnect your gas service no less than five times, but was unsuccessful as you were unable to provide access to your home during the time frames offered
CenterPoint Energy then attempted to restore your gas service on October 1, twice on October 2, again on October 5, and again on October It was not until October that your service was restored, because, as you note, you were not available to provide access until after 6pm each eveningAs you note, CenterPoint Energy is only able to offer all-day appointments for reconnection orders
Although you contend that you are not being treated fairly, CenterPoint Energy is required to treat all customers in a uniform mannerAs such, the time frames offered for reconnection orders are the same for all customersAnd, as you know, an exception was made for an after-hours appointment to restore your service after you spoke with a supervisor in our call center on October
Finally, our records show that you called to report natural gas odors near your range on October However, when our technician arrived, it was found that your range is electric, and that you apparently only wanted a CenterPoint Energy technician to restore your gas service, as no gas leak or any gas odors were found in or near your homeOur technician then directed you to request reconnection of your service through our call center, as all other CenterPoint Energy customers are required to do in these situations
In light of the fact that your service has been restored and an exception to CenterPoint Energy policy was made to complete the order, CenterPoint Energy considers this matter resolved
If you have any further questions regarding this issue, please contact me
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (2000, 8, 2015/10/19) */
Thank you for your patience in our response regarding Revdex.com Complaint# #*** for Ms*** *** located at the address of *** *** *** in Pasadena, TX According to our records gas service was interrupted for a past due balance of $The amount required to have gas service
restored consisted of the past due amount of $51.88, reconnect and collection of fees of $60.00, overtime fee of $for a minimum of $158.88, not including the current monthly October charges of $for a total of $Ms*** made payment in the amount of $with a remaining credit balance left of $50.42. Please understand when the technician arrived to reconnect the gas service on 11/7/at 10:p.m., he found the porch light off and no one answered the door; therefore canceling the order leaving the premise. Ms*** contacted our contact center once more to inquire about her reconnection of gas service; thus our CNP field technician safely reconnected the gas service one minute past midnightWe apologize for any inconvenience you may have experienced as a result of the time frame to have services reconnectedWe have gladly reversed the overtime fee charged in the amount of $47.00, leaving Ms***’ s gas account with a remaining credit balance in the amount of $We thank you for the opportunity to address your concerns in this matterSincerely, Shauntee ***
We have reviewed the telephone conversations that Ms*** had with our Customer Service DepartmentBased on these conversations, we are in agreement that Ms*** should have had our Home Service Plus Main Drain coverage added to her account when she contacted us on October 18,
Therefore, we agree to reimburse Ms*** $250.00, as her main drain should have been coveredIn order to complete this reimbursement, we are requesting that Ms*** please send us a copy of the receipt showing that she paid $to another company for her main drain serviceMs*** may send a copy of the receipt via fax to ###-###-#### to my attention
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Thank you for your patience regarding our rebuttal for Revdex.com Complaint # *** listed in the name of Mr*** *** for the address of *** *** *** *** Wayzata, MNMr*** mentioned in his response that he activated gas service at the above referenced address of *** *** *** ** in Wayzata, MN in April of 2015. According to our records gas account # ***-was activated in Mr*** ***’s name at same service address for the periods from April 24, through November 30, Mr*** also mentioned he contacted customer service on November 2, due to CenterPoint Energy sending his neighbor, *** *** a shut off notice to disconnect gas service at the referenced service address. Please note that our records reflect gas service at the address of *** *** *** ** in Wayzata, MN was listed in Ms*** *** name from the periods of September 15, through November 30, We located Mr***’s phone call from November 2, He contacted CenterPoint Energy Customer Service regarding a shut off notice that he had received in the mailHe requested to find out what was needed to ensure gas service had not been interrupted and/or if could have the gas service restoredMr*** gave his name, the service address and his neighbors name for locating the account; but our customer service representative could not locate the active accountOur customer service representative created a new account # ***-under Mr*** ***’s name for the same service address in error; which automatically closed his initial gas account # ***-In reference to Mr*** not receiving his billing invoices from the periods of July 25, through October 24, 2016; please understand Mr*** contacted CenterPoint Energy to setup a gas service for his rental property located at *** *** *** ** in Elk River, MN back on July 29, The customer service representative failed to ensure that the other gas accounts listed in Mr***’s name would not be affected; causing the monthly invoices to be mailed to the rental property in errorOur records reflect the last payment made to gas account # ***-was back on August 5, in amount of $Ongoing gas consumption charges from August 25, through November 2, totaling a past due balance of $has been requested to be recovered from collections process and will be transferred to your active gas account # ***-We have attached copies of all of the statements from account# ***-for your reviewPlease understand we apologize for any inconvenience and confusion this matter may have caused as we look forward to better serving you in the futureSincerely, Shauntee ***
October 7, Ms*** *** *** *** *** * Minneapolis, MN 55417- Ms***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the replacement of the natural gas meter at your property at *** *** *** ***, Minneapolis,
Minnesota 55417-CenterPoint Energy records show that the natural gas meter at your property was replaced on September 15, as the screws on the equipment were brokenLater that same day, you contacted CenterPoint Energy to request that your gas service be reconnected, but then called again to ask that the order be rescheduled for the next dayYour gas service was then reconnected on September Please note that I have contacted CenterPoint Energy’s contractor, RMR Services, to ensure that any notes left at a customer’s property will clearly indicate CenterPoint Energy’s contact informationOn behalf of CenterPoint Energy, I would like to apologize for any inconvenience you may have experienced as a result of the replacement of the natural gas meter at your propertyHowever, CenterPoint Energy respectfully declines your request for compensation for this issueSincerely, Robin H Regulatory Liaison CenterPoint Energy
I've been without power since Tuesday so it's hard to be accurate and timely. I've been accessing the internet remotely which means I don't have all my records present In short, I've reviewed their comments in more detail and I believe I understand the billing and the credit they've offered better I wanted to amend that $was approved and paid June 22. HOW they applied that and WHEN is in dispute but does not appear material walking back the charges. With Centerpoint's offer of crediting the reconnection fee ($28.00), the remaining fees are the past due amount and the $service charge (which does NOT appear double billed as I had feared) That said, I still have a complaint about how we arrived at the disconnection and their actions/negligence after the online check payment BUT I feel that matter with Revdex.com would be resolved with the credit Centerpoint proposedI have no way to communicate that via the Revdex.com site Thanks! ***copied and pasted from email
Mr***:I am unable to locate any account at *** *** ** ** Cottage Grove, MNCenterPoint Energy has no record of your name, phone number, or email address in our billing system.I apologize for this inconvenience, but I will require an account number to locate your account in our system.Thank you,Robin HRegulatory LiaisonCenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint # *** listed in the name of *** *** for the service address of *** *** *** * * **, Richfield, MN Please be advised that this complaint is still under investigation. We will forward
an update of our final outcome upon completion of this matter Thank you, Shauntee ***
Initial Business Response /* (1000, 5, 2016/01/26) */
January 26,
Ms*** ***
***
Minneapolis, MN 55408-
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) regarding the returned payments made to your account for
gas service at ***, Minneapolis, Minnesota
CenterPoint Energy records show that the payment you submitted on January 18, 2016, was returned because the bank account information provided was incorrectThis also occurred on March 19, 2015, when the payment you submitted was also returned as the bank account information was again incorrect
After two payments have been returned, CenterPoint Energy will no longer accept checking payments for a period of one yearHowever, because your payments were returned due to invalid banking information (and not due to insufficient funds), I have asked our Remittance Department to remove the returned payment flag from your account as a one-time courtesyWhen this is done, you will again be able to submit payments with your checking account information
To prevent this issue from occurring in the future, please ensure that the payment information you enter is correct
Please contact me if you have any further questions
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
CPE agreed to take the one year hold off my account that restricted me from making payments with my checking account since the returned payment was due to the account number being incorrectly entered into the automated system and was not due to insufficient funds
I am rejecting this response because:Consumer stated CenterPoint Energy did in fact come out and repair the washer and it is working fineConsumer plans to follow up for a refund for service that they haven't been provided for months.Upon request, response has been transcribed by Revdex.com employee
Initial Business Response /* (1000, 7, 2016/01/25) */
January 25,
MsA***
***
Burnsville, MN
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding Home Service Plus's (HSP) diagnosis of your
furnace
As noted in your complaint, you called CenterPoint Energy on January 8, 2016, to report that your furnace was not producing heat as it shouldOur technician arrived to your property later that day and diagnosed the furnace with a cracked heat exchanger, which necessitated that the gas to the appliance be shut off for safety reasonsYou then requested a second opinion, and another HSP technician was sent on January After removing the heat exchanger from your furnace (which can make diagnosis much easier), no crack was found
At this time, CenterPoint Energy records show that you spoke with the supervisor of the technician who made the initial diagnosis, and that you have also spoken with Area Manager Chris ***Because you have already replaced your furnace, Mr*** offered $1,as compensation towards your new furnacePlease note that this amount takes into account the age of your previous furnace (years) which was 8-years past its life expectancy
You have also stated that you felt as though CenterPoint Energy's goal was to sell you a new furnace and that may have influenced the decision to red-tag your applianceAlthough CenterPoint Energy technicians are trained to provide information on new appliances and HSP offerings, this did not factor into the diagnosis of your previous furnaceYour furnace had previously been serviced by HSP in December 2013, and no such issues occurred despite the age of the appliance at the time (years old)
CenterPoint Energy and HSP regret any inconvenience you may have experience as a result of our errorAt this time, CenterPoint Energy's offer of $1,reimbursement towards the cost of your new furnace standsPlease reply to this complaint to the Revdex.com or to Mr*** directly with your decision
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***
Initial Consumer Rebuttal /* (3000, 9, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not accept Chris's offer and took it further on our end where we did finally speak to the Claims Department and have come to an agreement with Molly *** at Centerpoint
However, I would like to know that someone will revisit their protocol on scare tactics like thisI do NOT think it is acceptable to turn off gas to a house without being 100% confirmed certain; especially in the middle of the winter; especially with babies in the houseI would like Centerpoint revisit how they 'red tag' itemsThe practice they showed me is unacceptable and criminal
Thank you,
***
April 27, Mr*** *** *** *** *** *** ** *** Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding your claim of property damages caused by a Home Service Plus (HSP) technician during the repair of your dryer at
*** *** ***nue, *** *** *** CenterPoint Energy records show that you requested that Home Service Plus (HSP) repair your dryer on February 22, 2016, and that an HSP technician then serviced your dryer on February As your complaint notes, you claim that this technician caused property damages during the course of this repairTo investigate this issue, our technician’s supervisor visited your property to attempt to determine the source of the property damagesThis supervisor’s manager then also visited your property to attempt to resolve this issue and determine if CenterPoint Energy or HSP were responsible for any property damagesAs noted in the letter sent by CenterPoint Energy’s Claims Department on April 7, 2016: Our investigation of this matter revealed the following: Upon arrival, our employee found the dryer already pulled away from the wall and you admitted you had removed the dryer hose prior to our technician arriving; As a courtesy, our employee reconnected the dryer hose at your request and pushed the dryer back against the wall after reconnecting the hoseHe did not damage the floor when the dryer was put back in placeThe CenterPoint Energy technician made all repairs from the front of the unit, eliminating the need to move the dryer forward (from the position you had placed it in prior to his arrival); The indentation in the door is on the opposite side of the room from the dryer and not anywhere near where the technician was workingThere is no evidence to support your claim that CenterPoint Energy’s technician was responsible for this damageTherefore, we respectfully maintain our position regarding liability of this claim and stand by our denialSincerely, Robin H Regulatory Liaison CenterPoint Energy ***
Thank you for your patience in our response regarding Revdex.com Complaint # *** listed in the name of *** *** located at the address of *** *** *** * Minneapolis, MN 55423.According to our records Mr*** *** contacted CenterPoint Energy for a clothes washer repair on October
9, 2016, and discovered Home Service Plus feature was not extended to the appliance in errorPlease note CenterPoint Energy contacted Mr*** and added the feature on October 24, 2016; the repairs were completed today and the clothes washer was left working fineWe extend our most sincere apology for any inconvenience this matter may have caused; as we do appreciate Mr*** ongoing business. Sincerely,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
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 accept the response from Center Point Energy of crediting our account for months HSP cost to compensate for any inconvenience. we did receive a bill from centerpoint a couple days ago for the monthly feeI assume it crossed in the mail with their response to me. so, do we not pay that bill we received? Please let me know by emailI am using a work fax and don't work tomorrowThanks, ***
February 7, Mr*** *** *** *** *** ** Zimmerman, MN Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the Home Service Plus (HSP) Repair Plan charges on your account for service at *** *** ***
***, Monticello, Minnesota As noted in your complaint, you canceled HSP in December 2016, but continued to be billed for the Plan after cancellationAnd, unfortunately, this issue was not corrected after you made multiple requests to CenterPoint Energy to do soTo correct this issue, I have removed the charge of $from your accountYour balance is now $($Merchandise and $in gas usage) and is due on February 17, I would also like to apologize for any inconvenience you may have experienced in attempting to resolve this issueIf you have any further questions regarding this issue, please contact meSincerely, Robin *** Regulatory Liaison CenterPoint Energy ###-###-####
I am rejecting this response because:
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is NOT satisfactory to me.Once again CTE has used its usual pratice in order to get away with its reckless practices known by thousands of its custumers who do not have any other choice .I have submitted a clear bank statemenent showing my payements.1/Is my montly payement based on the plan we agreed upon?/I will request from CPE to post publiquement my payements for the past months.3/Did CTP received my last payement of july for $as shown on this statement? Its known by many of CTE customers that this company can contrefeit its customers bills(case 14-12-00367-cv city of Houston vs CTE and thousands of compaints against CTE)As of today I do not owe CTE a peny and I will hold them accountable for their reckless
9/15/Complaint ID: *** *** *** *** * *** ***
*** ** *** To Whom It May Concern: Chas Roberts has a legacy of going above and beyond where warranted to insure the comfort of our customers and the continued viability of their equipment by maintaining the relationships between our manufacturing partners and through the use of tried and true methods for the diagnostics, service, and repair of HVAC systems. We have done so for the past years and are planning to continue to do so in the foreseeable future. The “dip switch settings” changed at the last service provided to this home were done to set up an enhanced dehumidification function that enables the unit to remove more humidity from the air during the first minutes of the cooling cycle. The modified Cooling Droop setting is an option on homes where humidity control seems to be an issue and is not a correct or incorrect settingIt is a setup option that previously had not been put into play as the technicians on earlier appointments determined this was not needed to achieve cooling. The parts failures referenced in his letter were repaired and replaced consistent with the warranty and the manufacturer practices and are in compliance with the agreed upon repairs where the unit was found under-performing. To Mr*** own credit, he has had another TRANE certified contractor out to evaluate the system and they too have revealed nothing wrong with the system as he indicated in his letter. This would stand as proof that the unit is performing and meeting the equipment design and operational requirements. The Two Stage system installed on the *** home is designed and intended to operate in the low stage 60-65% of the time as an efficiency feature, the need to stage the full capacity of the system is dependent upon the thermostat operation and time delay strategy in the unit. The unit determines based on individual run time and temperature at the thermostat whether the second stage is needed. The higher stage of cooling will not provide additional relief from humidity as the refrigerant in the coils passes through at a higher rate as does the airflow. With the inclusion of the modified Cooling Droop the unit will be further delayed in the staging profile as the system is making effort to first dehumidify the air in the home and then will begin the low stage cooling effect. The high stage cooling effect cannot cycle until there has been a reasonable runtime on the lower stage, approximately 10-minutes. If the modified Cooling Droop is not meeting the desired expectation it would not be out of scope to have the switches reset to the original factory setting. The question of humidity in the home as related to his recollection is irrelevant because it cannot be substantiated, the relative humidity in a home as outlined by the Environmental Protection Agency of the United States is between and 60% respectively depending on the lifestyle and ambient conditions of the consumer. This is not a Chas Roberts standard by any means. To once again reference his letter, he is maintaining 41-45% relative humidity in the home, well within the guidelines from the EPA. If the humidity in a home is too low there are significant health risks which can be associated with the lack of moisture in the space, too high and the home begins to get “sick” due to VOC’s and microbial growth. As the unit is maintaining the “normal” level of humidity in the structure it is far more likely the unit is performing correctly as was verified by the alternate contractor’s testing as well as our own. If Mr*** is interested in further humidity removal it may be better to increase ventilation by introducing outside air as is done in all modern builds under the Energy Star policies or add a dehumidification machine into the home to further reduce the moisture in the air without cooling. The reason why this point is critical is to effectively remove relative humidity you either have to evaporate the moisture or condense it. The issue with condensing moisture is that as air gets cooler it’s saturation temperature gets lower and this will make the existing air more humid initially since the molecules of water are closer together. The reference to lack of maintenance was not in an effort to indicate the unit has issues, more a statement of fact and relevant to the overall concerns of warranty as Maintenance is not only an excellent idea but also a requirement of the manufacturer to maintain the warranty. The primary concern expressed, the professionalism of the technician has been addressed internally. This is the first time we have been made aware that Mr*** felt “unsafe” in his home as it was not mentioned in his initial complaint, nor did he mention anything to the supervisor that was at his home on August 17th, 2017. This is also the first we have heard of a measuring device that has gone missing as there is no record of any such information being passed along to our management team related to thisI would question why this was not brought to our attention sooner and if the property in question is of value why a police report was not filed since he claims the removal occurred not once but twice. Regrettably there is no way for Chas Robert’s to determine or refute his claims as every technician carries temperature measuring devices of their own choosing as part of their tool kits, we can also assume he has no proof our technician removed the property as were he able to do so it is far more likely the concern would have been addressed before now Every technician at Chas Roberts has been thoroughly vetted and checked for criminal behavior before employment and are believed to be genuinely decent, ethical, and upright citizens. Since it has been determined by two contractors now that his equipment is operating up to manufacturer specifications, we strongly suggest that he contact Trane, as his warranty is through Trane. Trane will facilitate Mr*** locating a licensed contractor for the balance of his manufacturer warranty. There is no workmanship item in his complaint. Pete H*** General Manager of Warranty Services
Initial Business Response /* (1000, 5, 2015/10/08) */
October 8,
Ms*** ***
***
Savage, MN 55378-
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the reconnection of your natural gas service
at ***, Savage, Minnesota
CenterPoint Energy records show that your gas service was disconnected on September 29, for a past due balance of $You then paid $on October so that the service would be reconnectedCenterPoint Energy then attempted to reconnect your gas service no less than five times, but was unsuccessful as you were unable to provide access to your home during the time frames offered
CenterPoint Energy then attempted to restore your gas service on October 1, twice on October 2, again on October 5, and again on October It was not until October that your service was restored, because, as you note, you were not available to provide access until after 6pm each eveningAs you note, CenterPoint Energy is only able to offer all-day appointments for reconnection orders
Although you contend that you are not being treated fairly, CenterPoint Energy is required to treat all customers in a uniform mannerAs such, the time frames offered for reconnection orders are the same for all customersAnd, as you know, an exception was made for an after-hours appointment to restore your service after you spoke with a supervisor in our call center on October
Finally, our records show that you called to report natural gas odors near your range on October However, when our technician arrived, it was found that your range is electric, and that you apparently only wanted a CenterPoint Energy technician to restore your gas service, as no gas leak or any gas odors were found in or near your homeOur technician then directed you to request reconnection of your service through our call center, as all other CenterPoint Energy customers are required to do in these situations
In light of the fact that your service has been restored and an exception to CenterPoint Energy policy was made to complete the order, CenterPoint Energy considers this matter resolved
If you have any further questions regarding this issue, please contact me
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (2000, 8, 2015/10/19) */
Thank you for your patience in our response regarding Revdex.com Complaint# #*** for Ms*** *** located at the address of *** *** *** in Pasadena, TX According to our records gas service was interrupted for a past due balance of $The amount required to have gas service
restored consisted of the past due amount of $51.88, reconnect and collection of fees of $60.00, overtime fee of $for a minimum of $158.88, not including the current monthly October charges of $for a total of $Ms*** made payment in the amount of $with a remaining credit balance left of $50.42. Please understand when the technician arrived to reconnect the gas service on 11/7/at 10:p.m., he found the porch light off and no one answered the door; therefore canceling the order leaving the premise. Ms*** contacted our contact center once more to inquire about her reconnection of gas service; thus our CNP field technician safely reconnected the gas service one minute past midnightWe apologize for any inconvenience you may have experienced as a result of the time frame to have services reconnectedWe have gladly reversed the overtime fee charged in the amount of $47.00, leaving Ms***’ s gas account with a remaining credit balance in the amount of $We thank you for the opportunity to address your concerns in this matterSincerely, Shauntee ***
We have reviewed the telephone conversations that Ms*** had with our Customer Service DepartmentBased on these conversations, we are in agreement that Ms*** should have had our Home Service Plus Main Drain coverage added to her account when she contacted us on October 18,
Therefore, we agree to reimburse Ms*** $250.00, as her main drain should have been coveredIn order to complete this reimbursement, we are requesting that Ms*** please send us a copy of the receipt showing that she paid $to another company for her main drain serviceMs*** may send a copy of the receipt via fax to ###-###-#### to my attention
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Thank you for your patience regarding our rebuttal for Revdex.com Complaint # *** listed in the name of Mr*** *** for the address of *** *** *** *** Wayzata, MNMr*** mentioned in his response that he activated gas service at the above referenced address of *** *** *** ** in Wayzata, MN in April of 2015. According to our records gas account # ***-was activated in Mr*** ***’s name at same service address for the periods from April 24, through November 30, Mr*** also mentioned he contacted customer service on November 2, due to CenterPoint Energy sending his neighbor, *** *** a shut off notice to disconnect gas service at the referenced service address. Please note that our records reflect gas service at the address of *** *** *** ** in Wayzata, MN was listed in Ms*** *** name from the periods of September 15, through November 30, We located Mr***’s phone call from November 2, He contacted CenterPoint Energy Customer Service regarding a shut off notice that he had received in the mailHe requested to find out what was needed to ensure gas service had not been interrupted and/or if could have the gas service restoredMr*** gave his name, the service address and his neighbors name for locating the account; but our customer service representative could not locate the active accountOur customer service representative created a new account # ***-under Mr*** ***’s name for the same service address in error; which automatically closed his initial gas account # ***-In reference to Mr*** not receiving his billing invoices from the periods of July 25, through October 24, 2016; please understand Mr*** contacted CenterPoint Energy to setup a gas service for his rental property located at *** *** *** ** in Elk River, MN back on July 29, The customer service representative failed to ensure that the other gas accounts listed in Mr***’s name would not be affected; causing the monthly invoices to be mailed to the rental property in errorOur records reflect the last payment made to gas account # ***-was back on August 5, in amount of $Ongoing gas consumption charges from August 25, through November 2, totaling a past due balance of $has been requested to be recovered from collections process and will be transferred to your active gas account # ***-We have attached copies of all of the statements from account# ***-for your reviewPlease understand we apologize for any inconvenience and confusion this matter may have caused as we look forward to better serving you in the futureSincerely, Shauntee ***
October 7, Ms*** *** *** *** *** * Minneapolis, MN 55417- Ms***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the replacement of the natural gas meter at your property at *** *** *** ***, Minneapolis,
Minnesota 55417-CenterPoint Energy records show that the natural gas meter at your property was replaced on September 15, as the screws on the equipment were brokenLater that same day, you contacted CenterPoint Energy to request that your gas service be reconnected, but then called again to ask that the order be rescheduled for the next dayYour gas service was then reconnected on September Please note that I have contacted CenterPoint Energy’s contractor, RMR Services, to ensure that any notes left at a customer’s property will clearly indicate CenterPoint Energy’s contact informationOn behalf of CenterPoint Energy, I would like to apologize for any inconvenience you may have experienced as a result of the replacement of the natural gas meter at your propertyHowever, CenterPoint Energy respectfully declines your request for compensation for this issueSincerely, Robin H Regulatory Liaison CenterPoint Energy
I've been without power since Tuesday so it's hard to be accurate and timely. I've been accessing the internet remotely which means I don't have all my records present In short, I've reviewed their comments in more detail and I believe I understand the billing and the credit they've offered better I wanted to amend that $was approved and paid June 22. HOW they applied that and WHEN is in dispute but does not appear material walking back the charges. With Centerpoint's offer of crediting the reconnection fee ($28.00), the remaining fees are the past due amount and the $service charge (which does NOT appear double billed as I had feared) That said, I still have a complaint about how we arrived at the disconnection and their actions/negligence after the online check payment BUT I feel that matter with Revdex.com would be resolved with the credit Centerpoint proposedI have no way to communicate that via the Revdex.com site Thanks! ***copied and pasted from email
Mr***:I am unable to locate any account at *** *** ** ** Cottage Grove, MNCenterPoint Energy has no record of your name, phone number, or email address in our billing system.I apologize for this inconvenience, but I will require an account number to locate your account in our system.Thank you,Robin HRegulatory LiaisonCenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint # *** listed in the name of *** *** for the service address of *** *** *** * * **, Richfield, MN Please be advised that this complaint is still under investigation. We will forward
an update of our final outcome upon completion of this matter Thank you, Shauntee ***
Initial Business Response /* (1000, 5, 2016/01/26) */
January 26,
Ms*** ***
***
Minneapolis, MN 55408-
Ms***:
This letter responds to your complaint to the Revdex.com (Revdex.com) regarding the returned payments made to your account for
gas service at ***, Minneapolis, Minnesota
CenterPoint Energy records show that the payment you submitted on January 18, 2016, was returned because the bank account information provided was incorrectThis also occurred on March 19, 2015, when the payment you submitted was also returned as the bank account information was again incorrect
After two payments have been returned, CenterPoint Energy will no longer accept checking payments for a period of one yearHowever, because your payments were returned due to invalid banking information (and not due to insufficient funds), I have asked our Remittance Department to remove the returned payment flag from your account as a one-time courtesyWhen this is done, you will again be able to submit payments with your checking account information
To prevent this issue from occurring in the future, please ensure that the payment information you enter is correct
Please contact me if you have any further questions
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
***
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
CPE agreed to take the one year hold off my account that restricted me from making payments with my checking account since the returned payment was due to the account number being incorrectly entered into the automated system and was not due to insufficient funds
Final Consumer Response /* (2000, 5, 2016/01/18) */