Dear Mr***,We are in receipt of the complaint regarding the above-referenced propertyAlthough we appreciate your frustration in the time it is taking to resolve the issue at your property, we do want to make you aware that we had in fact been working on a resolution to your issue.The
equipment in your home is operating up to manufacturer specificationsThe greatest challenge in resolving your cooling issue is the fact that you had an intermittent issueAt every visit when we would arrive at your home, we had the system cooling when we leftYou would then call us back in indicating the system wasn’t coolingThere are quite a few moving parts involved in a zone system in order for it to work correctly and cool your home in the appropriate “zones.”On August 18, 2016, we did in fact have a supervisor set up to go to your propertyAt this visit, he determined that there were issues with two of your zone dampers and motorsThere were ordered at that timeOn August th, we went out and completed the work, and set up a follvisit for September 23, 2016, just to ensure the system is operating correctly.Please let us know if there is anything else we can assist you with.*** ***
VP of Residential Sales and Service
Thank you for your patience in our response regarding Revdex.com complaint# *** listed in the name of Mr*** *** for services rendered at the address of *** *** *** in Mankato, MN 56001.According to our records gas service was established at the subject address back on 12/8/listed in the
name of *** ***. Please note the initial invoice was for the periods of 12/8/through 12/10/15, with a gas meter reading obtained of for ccfs of gas used totaling $45.04.On 1/13/16, a new party established gas service at the referenced address final billing Mr***’s gas account for the billing periods of 12/11/through 1/12/An incorrect and estimate gas meter reading of was obtained for ccfs of gas used, in the amount of $780.44; bringing the total balance due on the account to $when combined with the previous billOn 1/25/16, Mr*** contacted customer service to inquire about his high bill and requested an investigationPlease note a CenterPoint Energy field agent traveled to the service address on 2/3/16, and obtained a positive gas meter reading of 0650; subsequently generating a bill correction on Mr***’s gas accountThe correction made was for the gas service from the periods of 12/11/through 1/12/16, with a corrected gas meter reading of 0612, for ccfs of gas used in the amount of $146.29; with final balance owed of $191.33.Please understand we apologize for any inconvenience that this matter may have caused Mr*** and we thank for him for the opportunity to address his concernsBased on our investigation and the above information presented no other corrections are warrantedSincerely, Shauntee *** *** ** *** ***
8/28/*** ** *** * *** *** *** * *** ** *** ** *** To Whom It May Concern: We are in receipt of Ms*** complaint. Ms*** called in on 7/7/17, at 2:47PM. She spoke with one of our customer service representatives who let her know she had
a parts warranty only, and that the first available appointment we had was July 10th, 2017. Ms*** stated she felt her compressor was going out. Ms*** indicated this appointment date and time would work and agreed to this appointment. She also provided a second phone number for her spouseWe went out to the appointment on July 10th, 2017, and diagnosed a bad compressor. The technician recommended replacing the compressor and the homeowner agreed per the signed invoice. The technician received a deposit for the part that was to be orderedThe homeowner was on schedule for July 12th, 2017, to install the part. Unfortunately, there are no notes in the system to indicate what happened to this appointment, but it was missed. Our Dispatcher contacted Mr*** on July 13th, 2017, at 7:in the morning and scheduled to replace the compressor that day. Ms*** indicated that it took three technicians hours to install the compressor. There were some issues with the installation of the compressor related to a weld that wasn’t sealing at the time of install. Chas Roberts’ repaired this, flushed the system with nitrogen and used virgin refrigerant to charge the system. As Chas Roberts’ uses flat rate pricing, Ms*** did not pay anything additional for the labor that was expended at her property with two technicians and a supervisor. When the technician left, the system was working up to manufacturer specifications. I have included a copy of the customer signed invoice with approval for the estimate and the signature signing that the repair was completeAfter reviewing our phone records, we received two phones calls from Ms*** after the repair had been completed. Ms*** phone calls on July 24th, and July 25th, were requesting that we contact her home owner’s insurance as she was trying to file a claim for her compressor. Chas Roberts’ does not work with insurance companies, but as a courtesy our supervisor contacted Britney with Traveler’s insurance and let them know that we could not definitively identify the cause of failure on the compressor Ms*** indicated in her complaint that she spoke with someone at our office who told her the work was not covered under warranty. There is no record of this phone call. Both of the signed invoices were sent to the email address listed in the complaint, as well as in our system, and were sent at the time of service. On page two of this invoice, where the disclaimers are written, it outlines our warranty on repairs. If Ms*** had called in to our office, Chas Roberts’ would have offered to go back out as she was days past the labor portion of her warranty and this was a significant repair. Our office would have advised her, as is policy, that if the current issue was not related to her prior repair, an $trip charge would apply. If there was found to be an issue with the repair from July 13th, 2017, this would be coveredWe find it strange that a licensed contractor would attempt to charge a homeowner for a repair that would clearly be covered under the *** ** *** two-year workmanship guidelines, as well as our own invoice indicating the warranty on the work. Although we can appreciate it states days, which is standard, we can also appreciate that a major part failure days after the labor warranty expires would have warranted a supervisor reviewing to help the consumer outChas Roberts never had this opportunity, as we were never contacted until we received this complaint Our Supervisor has since reached out to Mr*** and offered to replace the compressor under warranty, as it is a major part failure. Mr*** indicated he was going to speak to Ms***. Mr*** was also informed that should he decide to go with another contractor, we would not be reimbursing him for any costs associated with those repairs nor would we be refunding the compressor replacement as this was the correct initial diagnosis and would have been fully covered under warranty. As of August 28th, 2017, the compressor has not been replaced by the other company yet. Our Supervisor advised Mr*** that we would perform this repair under warranty, but we would not compensate him for the prior repair or the other company’s work should he decide to move forward with another company. He called our supervisor back and indicated he opted to have the other company complete the repairAt this point in time, the only offering Chas Roberts’ has is a refund of $150, due to a missed appointment that we have no documentation on why it was missed. No further compensation or refund applies as per our policy
December 18, Mr*** *** *** *** ** Lakeville, MNRe: Revdex.com Complaint # *** Mr***: Thank you for your patience in our response to your complaint to the Revdex.com (Revdex.com) regarding order scheduling for a service repair to your furnace located at the address
of *** *** *** ***, Richfield, Minnesota CenterPoint Energy records reflect that you contacted Home Service Plus (HSP) on October 28, to schedule a furnace repairDuring this conversation, you advised our representative that the furnace was only blowing cold air and not functioning properlyUnfortunately, our Home Service Plus representative advised the earliest date available would be Wednesday, October 1, 2017, and advised that you would be contacted if an appointment became available soonerYou then ask to speak with a supervisor who explained that all the appointment times were filledOur records also indicated that you contacted us again on October 30, and November 28, 2017, to request reimbursement for the cost of having another company complete your furnace repairPlease note as a gesture of good will we have agreed to refund the repair charges of $In our conversation and in your complaint, you asked for CenterPoint Energy to consider moving same day no heat requests to start in October of each yearPlease know that we appreciate any recommendations that might help us to improve our servicesHowever, please understand that weather, temperature, workload and time of year decides whether we move into same day no heat calls to accommodate our customersWe apologize for any inconvenience this matter may have caused and thank you for the opportunity to address the concern presented on your behalf complaintSincerely, Shauntee ***
Thank you for your patience in our response to Revdex.com Complaint # [redacted] for Ms. [redacted] located in the above attachment. Thank you,Shauntee [redacted]
September 10,2015 Regarding Complaint ID: [redacted] Dear Mr. [redacted],We are in receipt of your complaint regarding concerns with the above-mentioned property. Unfortunately,at this time, our Tucson Division is extremely busy,and our...
first available appointmentsare regrettably a couple months out. We certainly understand your frustration with not being able toobtain an appointment,and we do regret we were not able to provide you service in the time frame you were seeking. However, you do not currently have any warranty with Chas Roberts. You do have a manufacturer warranty,which any licensed contractor will be able to honor. We do want to address the information you stated you received from another contractor. You indicated that the other company had said the evaporator coil was oversized and causing issues with holding temperature in your home. At the time you purchased your equipment the system was an AHRI certified matchup (Air-Conditioning,Heating & Refrigeration Institute). Your equipment was a 16 seer rated piece of equipment by the AHRI with a reference number of 4175787. This rating means that it was a matching system that was accepted and registered by the AHRI. The AHRI develops industry performance standards for air conditioning equipment, and their standards are used through the global industry for tax credi t rebates,power company rebates,etc. I have included a copy of the correspondence I have received from AHRI indicating your equipment was a certified matchup. Again,we apologize an appointment was not available to you in the time frame you wished and hope the attached correspondence from AHRI relieves your apprehension about the equipment you purchased. It was a matched system approved by the AHRI.
March 21, 2017 Ms. [redacted] Saint Paul, MN 55123 Re: Revdex.com Complaint # [redacted] Ms. Gade: Thank you for your patience in our response to your complaint filed with the Revdex.com (Revdex.com) regarding the accuracy of your final billing for gas service at the address of [redacted], Richfield, MN 55423. Our records reflect that you contacted CenterPoint Energy on March 2, 2017 to close your CenterPoint Energy account for natural gas service at the above address. CenterPoint Energy processed your request on March 6, 2017 and obtained an estimated final gas meter reading of 0196 for the billing periods of February 8th through March 6th. This reading equated to 37 therms of gas usage, for an invoice totaling $38.83 due April 4, 2017. After receipt of your complaint, in which you disputed the final meter reading, CenterPoint Energy sent a field representative to the service address to acquire another reading and verify that the meter was functioning properly. The second reading obtained on March 17, 2017, was 0213 at both the meter’s index and the meter’s Encoder Receiver Transmitter (ERT). Corrections were then made for the periods of February 8 through March 6, 2017, which resulted in a corrected meter reading of 0192. This invoice for 32 therms of usage resulted in a final balance owed of $35.41. Please note that when the dials on the meters index get close to a number it can be very difficult to interpret the read until the dials continue to move. However, subsequent readings and CenterPoint Energy’s investigation have confirmed that the final bill for your account is accurate. We apologize for any inconvenience this matter may have caused you. We also thank you for the opportunity to respond to this inquiry and please know your business is greatly appreciated. Sincerely, Shauntee [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The reason why I am not satisfied with this response. Since Chas Roberts could not service in a timely manner was my family and I to live in a home with temperatures in the 90's and above till Chas had time to service us in Decenber 2015. When I called the first time I was told they could not service me till December and the second time I was told Chas no longer service Tucson. When Juan finally called me I ask him to ask Damon to call me so I could discuss my problem. Since no one from Chas would call me back to at lease advice me what my next step would be to help me resolve my problem. I had to do whats best for my family and spend money I don't have. When I did talk to Juan the Tucson supervisor he show no interest in helping with my problem. I have no knowledge on how air conditioners works I would hope someone from Chas Robets would at least reach to me to help with my problem.
Regards,
[redacted]
I have been informed of this issue and it is being handled by CNP Claims as Linda noted. Our investigation of the incident discovered inconsistencies in the customers perception of the situation along with physical evidence that did not align with the customers claim that our Technician damaged the room. We have communicated this directly with him indicating that based on the work performed and the fact that the customer had previously moved and unhooked the appliance that HSP was not responsible for the damage. I do not foresee us changing our position on this. Thanks, Dave [redacted]
Initial Business Response /* (1000, 5, 2015/09/09) */
September 9, 2015
Ms. [redacted]
[redacted]
Apple Valley, MN 55124-6576
Ms. [redacted]:
This message responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding a delay in receiving your rebate on a water...
heater that you purchased for your property at [redacted], Apple Valley, MN 55124-6576.
Before your complaint to the Revdex.com was sent to CenterPoint Energy, the supervisor of the Rebate Center was working with you and [redacted] to resolve the rebate concern. The model number of the water heater listed on the rebate paperwork was not listed in the AHRI directory or ENERGY STAR website and that was part of the delay in the processing of your rebate.
Our Rebate Center supervisor learned that the model and serial number listed on the application was not correct and she requested new rebate paperwork from [redacted]. Since you are moving we wanted to make sure we were mailing the rebate check to the correct location and [redacted] confirmed the mailing address with you. We requested the rebate payment for you on 9/8/15 from our corporate office in Houston and you should receive your rebate check in 7-10 business days.
Sincerely,
Kaleb S
Regulatory Liaison
CenterPoint Energy
[redacted]
Thank you for your patience regarding Revdex.com Complaint# [redacted] for Mr. [redacted] located at the address of [redacted] in Minneapolis, MN. On 3/24/16, Mr. [redacted] contacted our CNP/HSP Customer Service Department to schedule a refrigerator repair; he advised our...
representative that his refrigerator was not cooling nor freezing. Our field technician traveled to the subject address for the appointment but no one was home. The appointment was then rescheduled for 3/26/16. On 3/26/16, our field technician arrived to the referenced address and discovered that the refrigerator evaporator had only two out of the seven coils frosted and getting cold, the amp measured at .69 opposed to a normal measurement of 1.5-2.0 , along with a refrigerate leak discovered in the sealed system. Our technician informed Mr. [redacted] that his Home Service Plus Repair Plan does not cover sealed system repairs and that the refrigerator was non-repairable. On 6/7/16, Mr. [redacted] contacted CNP/HSP Customer Service to add the Replacement Assistance Plan. On 7/29/16, Mr. [redacted] reported that the refrigerator was not cooling again. A technician arrived at the service address on 8/2/16 to investigate the matter; the technician advised and documented that this was the same GE refrigerator from the previous appointment on 3/26/16. Mr. [redacted] requested replacement money but the technician advised him the refrigerator did not qualify for the Replacement Assistance Plan (RAP) because it was found to be non-repairable in March prior to enrolling in RAP. Currently, Mr. [redacted] has the Home Service Basic Repair Plan for his air conditioner and dishwasher, but the refrigerator and Replacement Assistance Plan (RAP) have been canceled. Please note Mr. [redacted] was not charged for the RAP plan. Please refer to the terms and conditions of the RAP located at: http://www.centerpointenergy.com/en-us/HSP/Pages/replacement-assistance-plan-ter...⇄ 4. The Replacement Assistance Plan applies to appliances currently covered by your existing HSP repair plan at the covered residence. At the time you enroll in the Replacement Assistance Plan, your covered appliances must meet code requirements and be in operating condition. We apologize for any inconvenience this matter may have caused Mr. [redacted]. However, it is with regret we will be unable to honor Mr. [redacted]’s request for Replacement Assistance in the amount of $850.00. Thank you, Shauntee [redacted]
Thank you for your patience in our response regarding Revdex.com complaint # [redacted] listed in the name of [redacted] located at the address of 9[redacted] in Champlain, MN. 55316. According to our records Ms. [redacted] contacted our Customer Service Department on Friday, 6/29/16 to request an...
electric dryer repair via our Home Service Plus Repair Program. Our Customer Service Representative advised Ms. [redacted] that the earliest appointment would be Thursday, 7/6/16; which is when Ms. [redacted] asked to speak with a supervisor. A supervisor informed Ms. [redacted] due to limited availability, July 6th would be soonest appointment available; and that we would have someone to contact her if an appointment became available sooner. On Saturday 6/30/16, Supervisor C. [redacted] attempted to contact Ms. [redacted] leaving a detailed voice message that an appointment was available for 7/2 and 7/3; he also asked her to return his phone call back to ###-###-#### to schedule the appointment. Please note Ms. [redacted] did not return the phone call until Thursday, 7/6/16; which is the same day the service repair was completed. We apologize for any inconvenience this matter may have caused Ms. [redacted] and understand how frustrating it can be while waiting on a repair to be completed. However, our normal/usual repair times are between one to two days. However, most recently due to an increase in requests received, the timeframe availability has been extended between five to seven days. Please note HSP and CenterPoint Energy is willing to credit Ms. [redacted]’s gas account for two months cost of the Home Service Plus Repair Plan at $36.60 per month; which is a total of $73.20. Please know we are thankful for having the opportunity to assist you, as we look forward to better serving you in the future. Sincerely, Shauntee [redacted]
Initial Business Response /* (1000, 5, 2016/02/22) */
February 22, 2016
Ms. [redacted]
[redacted]
[redacted]
Apple Valley, MN 55124-7568
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the...
disconnection of natural gas service at [redacted], Burnsville, Minnesota 55337-3680.
CenterPoint Energy records show that you contacted our office on October 13, 2015, to take over responsibility for natural gas service at the above property in your name (on behalf of [redacted]) as of October 14, 2015. At that time, our representative was able to assist you with establishing a new account and restoring gas service to the property.
However, as you note, this representative failed to update the mailing address for your account. As a result, the monthly bills for gas service and subsequent Notice of Disconnection were sent to the service address, and gas service was then disconnected on February 17. Service was then restored later that day.
I would like to apologize on behalf of CenterPoint Energy for any inconvenience you may have experienced as a result of this issue. I have removed the reconnection fee as well as the most recent late fee (totaling $29.00) from your account. Also, CenterPoint Energy management has addressed this error with our representative.
If you have any further questions regarding this issue, please contact me.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (2000, 7, 2016/03/03) */
I am rejecting this response because:
Tenant Lease clearly shows that she is responsible for the payment of all utilities. The fact that she called on March 3 to interrupt service should have been notified to me. I did not authorize the bill to be placed in the name of the Owner. In that case Center Point should have shut the gas service to the property. The tenant continued living in the property until she was evicted. The amount from the Aldrich property are also unrecognized. The account continues in dispute. Hopefully this will be solved soon in court.
June 6, 2016 Mr. [redacted] Plymouth, MN 55442 Mr. [redacted], This letter responds to your May 31 complaint to the Revdex.com of Minnesota (Revdex.com) regarding problems with your air conditioning unit which was installed by CenterPoint Energy on...
March 21, 2016. On May 22, you called for service on your newly-installed air conditioning unit and stated that the “unit is not cooling”. On May 25, our service tech discovered that the temperature expansion valve (a factory installed part) was malfunctioning and needed to be replaced. The part was ordered and sent to your home and scheduled for installation on May 27. Your complaint correctly states the part could not be installed at that time due to the weather. The repair was rescheduled and completed on May 31. On June 1, you spoke with Dave [redacted] regarding your concerns about the Ruud equipment that was installed. At that time per your request we agreed to remove the problematic equipment and install new Carrier equipment at no charge. On June 3, we returned to your home to install the Carrier equipment and check for proper operation. When Dave [redacted] called to follow up you indicated it was functioning much better. I am confident this new equipment will provide years of trouble free service. On behalf of CenterPoint Energy’s Home Service Plus, we apologize for the problems you’ve experienced after the installation and with the subsequent servicing of your equipment. If you have any further questions or concerns, please call Dave [redacted] at ###-###-####. Thank you. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
March 27, 2017 Mr. [redacted] Hopkins, MN 55305 Re: Revdex.com Complaint # [redacted] Mr. [redacted]: Thank you for your...
patience in our response to your complaint filed with the Revdex.com (Revdex.com) regarding reimbursement for replacement of your water heater. CenterPoint Energy records reflect that you contacted Home Service Plus (HSP) on January 26, 2017 to schedule a water heater repair. During this conversation, you advised our representative that your water heater was leaking water. Later that day, our technician arrived to the referenced address and discovered that the bottom of the hot water heater’s tank had rusted out, which was the cause of the leak. Our technician deemed the appliance non-repairable and advised that the appliance would need to be replaced. On February 1, 2017, you contacted HSP to correct the name on your account and inquire about the results of the service order from January. Our representative advised you of the technician’s findings and suggestions and added the Replacement Assistance Plan (RAP) to your existing Total Repair Plan package at an additional cost of $16.95 per month. Unfortunately, our representative did not clearly state that RAP coverage does not apply to appliances with pre-existing conditions. On March 2, 2017, you requested to replace the appliance through RAP. Our representative informed you that the water heater’s pre-existing condition did not qualify for the RAP because it was found to be non-repairable in January prior to your enrollment in the program. On March 16th and 22nd you requested to speak with a supervisor because you wanted CenterPoint Energy to honor what the initial representative had offered. Numerous supervisors extended their most sincere apology for the inaccuracy of the information provided during the conversation on February 1. As an apology, you were offered two months compensation for the cost of RAP. Currently, your account is enrolled in the Total Repair Plan and RAP. At this time, you have not been charged for the RAP plan. Although RAP reimbursement cannot be applied to your account for replacement of the water heater, you may de-enroll in RAP at no cost, if you wish. You may also continue enrollment in RAP, which still applies to other appliances in your home. We ask that you please refer to the terms and conditions of the RAP located at: http://www.centerpointenergy.com/en-us/HSP/Pages/replacement-assistance-plan-ter...⇄ 4. The Replacement Assistance Plan applies to appliances currently covered by your existing HSP repair plan at the covered residence. At the time you enroll in the Replacement Assistance Plan, your covered appliances must meet code requirements and be in operating condition. We apologize for any inconvenience this matter may have caused you. It is with regret that we are unable to honor your request for RAP coverage for replacement of the water heater. Thank you, Shauntee [redacted]
Thank you for your patience in our response regarding Revdex.com Complaint# [redacted] for Mr. [redacted] for the address of [redacted] in Minneapolis, MN. Our investigation revealed Mr. [redacted] contacted CenterPoint Energy Customer Service on 2/23/2016, to request a state inspection of his...
gas furnace. Our customer service representative agreed and scheduled the appointment in error. On 2/27/2016, an HSP technician traveled to Mr. [redacted] address and completed a gas furnace tune up without the requested inspection. Mr. [redacted] soon after contacted our customer service department to initiate a complaint about the mishandling of his order; and therefore demanded to speak with a supervisor. A customer service supervisor returned Mr. [redacted] phone call 48 hours later, leaving a voice mail. On 3/1/2016, Mr. [redacted] gas account was billed in the amount of $104.95 for cost of the furnace tune up; with a date due by 3/29/2016. On 4/2/2016, the charges in the amount of $104.95 were retracted. We offer our most sincere apologies for any inconvenience this matter may have caused Mr. [redacted]. Please know expectations of improvement were clearly communicated to those responsible for the mishandling of Mr. [redacted] gas account; and know we are grateful for having the opportunity to assist and better serve Mr. [redacted] in the future. Sincerely, Shauntee [redacted]
March 17, 2017 Mr. [redacted] Minneapolis, MN 55419-2605 Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding issues related to scheduling a meter repair for the natural gas mater at your property at [redacted]...
[redacted], Minneapolis, MN 55419-2605. Your complaint notes that you have had difficulty in scheduling an investigation/repair for the natural gas meter at your property. CenterPoint Energy records show that you contacted our office to explain that the gas meter at your property was making an intermittent squeaking noise, and that you asked for a CenterPoint Energy technician to investigate this issue on two occasions. Unfortunately, due to a scheduling error, no technician arrived to complete the first order. Following your second request, a technician was sent to your property to perform an Atmospheric Corrosion Inspection (ACI), which verified that there was no gas leak on the piping or meter. However, as you know, this did not rectify the issue with the noise coming from the gas meter. To resolve this issue, a technician was sent on March 17, 2017 to determine the cause of the noise coming from the meter. This technician replaced the meter and restored gas service in an effort to resolve the issue. I would like to apologize for any inconvenience you may have experienced as a result of the scheduling errors which occurred during your attempts to resolve this issue. If you have any further questions, please contact me. Sincerely, Robin [redacted] Regulatory Liaison CenterPoint Energy ###-###-####
Initial Business Response /* (1000, 8, 2015/11/10) */
November 10, 2015
Ms. [redacted]
Mankato, MN 56001-8739
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disconnection of your natural gas service at...
[redacted], Mankato, MN 56001.
CenterPoint Energy records show that a Notice of Disconnection was sent to you on September 29, 2015, for a past due balance of $256.22. This Notice expired on October 9, 2015. Because your account remained past due, your gas service was then disconnected on October 14.
On October 22, your application for the Gas Affordability Program (GAP) was received and your account was then enrolled in GAP. Our office attempted to contact you via telephone on that date to schedule reconnection of your gas service, but we were unable to reach you. We then spoke with you on October 27 and your service was reconnected on October 28.
Although your complaint states that you sent an email to our office on October 22, this was after your service had been disconnected for non-payment. Regardless, in cases when a customer's gas service has been disconnected for non-payment, the customer must call CenterPoint Energy to discuss reconnection and Cold Weather Rule procedures.
At this time your service has been restored and your account has been enrolled in GAP. As such, CenterPoint Energy respectfully declines your request to remove the reconnection fee from your account.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My email that was sent, reference number [redacted], was asking someone to contact me at my cell number to advise on how I could pay my bill. I was unable to make a payment due to the fact that they do not accept American Express cards. This is the card that my money was on. The correspondence was asking for help to get payment made and the services back on. I feel that since they made NO effort to contact me I should be compensated for their lack of customer service. I was going to attach a copy of the email but am unable to access it now. I did send a second email on 10/24/2015 asking why I had not had any response. My bill would have been paid in full if someone would have contacted me in response to my email. I feel that since no one in their company wanted to contact me about getting the bill paid, than I should not be responsible for reconnection fees.
Final Business Response /* (4000, 12, 2015/11/13) */
Ms. [redacted]:
Our records show that your gas service was disconnected on October 14, 2015. Your email (sent October 22) would not have prevented disconnection of your gas service. If you had made payment for the balance owed to restore your gas service, the $28 reconnection fee would have still been assessed.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Dear Mr***,We are in receipt of the complaint regarding the above-referenced propertyAlthough we appreciate your frustration in the time it is taking to resolve the issue at your property, we do want to make you aware that we had in fact been working on a resolution to your issue.The
equipment in your home is operating up to manufacturer specificationsThe greatest challenge in resolving your cooling issue is the fact that you had an intermittent issueAt every visit when we would arrive at your home, we had the system cooling when we leftYou would then call us back in indicating the system wasn’t coolingThere are quite a few moving parts involved in a zone system in order for it to work correctly and cool your home in the appropriate “zones.”On August 18, 2016, we did in fact have a supervisor set up to go to your propertyAt this visit, he determined that there were issues with two of your zone dampers and motorsThere were ordered at that timeOn August th, we went out and completed the work, and set up a follvisit for September 23, 2016, just to ensure the system is operating correctly.Please let us know if there is anything else we can assist you with.*** ***
VP of Residential Sales and Service
Thank you for your patience in our response regarding Revdex.com complaint# *** listed in the name of Mr*** *** for services rendered at the address of *** *** *** in Mankato, MN 56001.According to our records gas service was established at the subject address back on 12/8/listed in the
name of *** ***. Please note the initial invoice was for the periods of 12/8/through 12/10/15, with a gas meter reading obtained of for ccfs of gas used totaling $45.04.On 1/13/16, a new party established gas service at the referenced address final billing Mr***’s gas account for the billing periods of 12/11/through 1/12/An incorrect and estimate gas meter reading of was obtained for ccfs of gas used, in the amount of $780.44; bringing the total balance due on the account to $when combined with the previous billOn 1/25/16, Mr*** contacted customer service to inquire about his high bill and requested an investigationPlease note a CenterPoint Energy field agent traveled to the service address on 2/3/16, and obtained a positive gas meter reading of 0650; subsequently generating a bill correction on Mr***’s gas accountThe correction made was for the gas service from the periods of 12/11/through 1/12/16, with a corrected gas meter reading of 0612, for ccfs of gas used in the amount of $146.29; with final balance owed of $191.33.Please understand we apologize for any inconvenience that this matter may have caused Mr*** and we thank for him for the opportunity to address his concernsBased on our investigation and the above information presented no other corrections are warrantedSincerely, Shauntee *** *** ** *** ***
8/28/*** ** *** * *** *** *** * *** ** *** ** *** To Whom It May Concern: We are in receipt of Ms*** complaint. Ms*** called in on 7/7/17, at 2:47PM. She spoke with one of our customer service representatives who let her know she had
a parts warranty only, and that the first available appointment we had was July 10th, 2017. Ms*** stated she felt her compressor was going out. Ms*** indicated this appointment date and time would work and agreed to this appointment. She also provided a second phone number for her spouseWe went out to the appointment on July 10th, 2017, and diagnosed a bad compressor. The technician recommended replacing the compressor and the homeowner agreed per the signed invoice. The technician received a deposit for the part that was to be orderedThe homeowner was on schedule for July 12th, 2017, to install the part. Unfortunately, there are no notes in the system to indicate what happened to this appointment, but it was missed. Our Dispatcher contacted Mr*** on July 13th, 2017, at 7:in the morning and scheduled to replace the compressor that day. Ms*** indicated that it took three technicians hours to install the compressor. There were some issues with the installation of the compressor related to a weld that wasn’t sealing at the time of install. Chas Roberts’ repaired this, flushed the system with nitrogen and used virgin refrigerant to charge the system. As Chas Roberts’ uses flat rate pricing, Ms*** did not pay anything additional for the labor that was expended at her property with two technicians and a supervisor. When the technician left, the system was working up to manufacturer specifications. I have included a copy of the customer signed invoice with approval for the estimate and the signature signing that the repair was completeAfter reviewing our phone records, we received two phones calls from Ms*** after the repair had been completed. Ms*** phone calls on July 24th, and July 25th, were requesting that we contact her home owner’s insurance as she was trying to file a claim for her compressor. Chas Roberts’ does not work with insurance companies, but as a courtesy our supervisor contacted Britney with Traveler’s insurance and let them know that we could not definitively identify the cause of failure on the compressor Ms*** indicated in her complaint that she spoke with someone at our office who told her the work was not covered under warranty. There is no record of this phone call. Both of the signed invoices were sent to the email address listed in the complaint, as well as in our system, and were sent at the time of service. On page two of this invoice, where the disclaimers are written, it outlines our warranty on repairs. If Ms*** had called in to our office, Chas Roberts’ would have offered to go back out as she was days past the labor portion of her warranty and this was a significant repair. Our office would have advised her, as is policy, that if the current issue was not related to her prior repair, an $trip charge would apply. If there was found to be an issue with the repair from July 13th, 2017, this would be coveredWe find it strange that a licensed contractor would attempt to charge a homeowner for a repair that would clearly be covered under the *** ** *** two-year workmanship guidelines, as well as our own invoice indicating the warranty on the work. Although we can appreciate it states days, which is standard, we can also appreciate that a major part failure days after the labor warranty expires would have warranted a supervisor reviewing to help the consumer outChas Roberts never had this opportunity, as we were never contacted until we received this complaint Our Supervisor has since reached out to Mr*** and offered to replace the compressor under warranty, as it is a major part failure. Mr*** indicated he was going to speak to Ms***. Mr*** was also informed that should he decide to go with another contractor, we would not be reimbursing him for any costs associated with those repairs nor would we be refunding the compressor replacement as this was the correct initial diagnosis and would have been fully covered under warranty. As of August 28th, 2017, the compressor has not been replaced by the other company yet. Our Supervisor advised Mr*** that we would perform this repair under warranty, but we would not compensate him for the prior repair or the other company’s work should he decide to move forward with another company. He called our supervisor back and indicated he opted to have the other company complete the repairAt this point in time, the only offering Chas Roberts’ has is a refund of $150, due to a missed appointment that we have no documentation on why it was missed. No further compensation or refund applies as per our policy
December 18, Mr*** *** *** *** ** Lakeville, MNRe: Revdex.com Complaint # *** Mr***: Thank you for your patience in our response to your complaint to the Revdex.com (Revdex.com) regarding order scheduling for a service repair to your furnace located at the address
of *** *** *** ***, Richfield, Minnesota CenterPoint Energy records reflect that you contacted Home Service Plus (HSP) on October 28, to schedule a furnace repairDuring this conversation, you advised our representative that the furnace was only blowing cold air and not functioning properlyUnfortunately, our Home Service Plus representative advised the earliest date available would be Wednesday, October 1, 2017, and advised that you would be contacted if an appointment became available soonerYou then ask to speak with a supervisor who explained that all the appointment times were filledOur records also indicated that you contacted us again on October 30, and November 28, 2017, to request reimbursement for the cost of having another company complete your furnace repairPlease note as a gesture of good will we have agreed to refund the repair charges of $In our conversation and in your complaint, you asked for CenterPoint Energy to consider moving same day no heat requests to start in October of each yearPlease know that we appreciate any recommendations that might help us to improve our servicesHowever, please understand that weather, temperature, workload and time of year decides whether we move into same day no heat calls to accommodate our customersWe apologize for any inconvenience this matter may have caused and thank you for the opportunity to address the concern presented on your behalf complaintSincerely, Shauntee ***
Thank you for your patience in our response to Revdex.com Complaint # [redacted] for Ms. [redacted] located in the above attachment. Thank you,Shauntee [redacted]
September 10,2015 Regarding Complaint ID: [redacted] Dear Mr. [redacted],We are in receipt of your complaint regarding concerns with the above-mentioned property. Unfortunately,at this time, our Tucson Division is extremely busy,and our...
first available appointmentsare regrettably a couple months out. We certainly understand your frustration with not being able toobtain an appointment,and we do regret we were not able to provide you service in the time frame you were seeking. However, you do not currently have any warranty with Chas Roberts. You do have a manufacturer warranty,which any licensed contractor will be able to honor. We do want to address the information you stated you received from another contractor. You indicated that the other company had said the evaporator coil was oversized and causing issues with holding temperature in your home. At the time you purchased your equipment the system was an AHRI certified matchup (Air-Conditioning,Heating & Refrigeration Institute). Your equipment was a 16 seer rated piece of equipment by the AHRI with a reference number of 4175787. This rating means that it was a matching system that was accepted and registered by the AHRI. The AHRI develops industry performance standards for air conditioning equipment, and their standards are used through the global industry for tax credi t rebates,power company rebates,etc. I have included a copy of the correspondence I have received from AHRI indicating your equipment was a certified matchup. Again,we apologize an appointment was not available to you in the time frame you wished and hope the attached correspondence from AHRI relieves your apprehension about the equipment you purchased. It was a matched system approved by the AHRI.
March 21, 2017 Ms. [redacted] Saint Paul, MN 55123 Re: Revdex.com Complaint # [redacted] Ms. Gade: Thank you for your patience in our response to your complaint filed with the Revdex.com (Revdex.com) regarding the accuracy of your final billing for gas service at the address of [redacted], Richfield, MN 55423. Our records reflect that you contacted CenterPoint Energy on March 2, 2017 to close your CenterPoint Energy account for natural gas service at the above address. CenterPoint Energy processed your request on March 6, 2017 and obtained an estimated final gas meter reading of 0196 for the billing periods of February 8th through March 6th. This reading equated to 37 therms of gas usage, for an invoice totaling $38.83 due April 4, 2017. After receipt of your complaint, in which you disputed the final meter reading, CenterPoint Energy sent a field representative to the service address to acquire another reading and verify that the meter was functioning properly. The second reading obtained on March 17, 2017, was 0213 at both the meter’s index and the meter’s Encoder Receiver Transmitter (ERT). Corrections were then made for the periods of February 8 through March 6, 2017, which resulted in a corrected meter reading of 0192. This invoice for 32 therms of usage resulted in a final balance owed of $35.41. Please note that when the dials on the meters index get close to a number it can be very difficult to interpret the read until the dials continue to move. However, subsequent readings and CenterPoint Energy’s investigation have confirmed that the final bill for your account is accurate. We apologize for any inconvenience this matter may have caused you. We also thank you for the opportunity to respond to this inquiry and please know your business is greatly appreciated. Sincerely, Shauntee [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The reason why I am not satisfied with this response. Since Chas Roberts could not service in a timely manner was my family and I to live in a home with temperatures in the 90's and above till Chas had time to service us in Decenber 2015. When I called the first time I was told they could not service me till December and the second time I was told Chas no longer service Tucson. When Juan finally called me I ask him to ask Damon to call me so I could discuss my problem. Since no one from Chas would call me back to at lease advice me what my next step would be to help me resolve my problem. I had to do whats best for my family and spend money I don't have. When I did talk to Juan the Tucson supervisor he show no interest in helping with my problem. I have no knowledge on how air conditioners works I would hope someone from Chas Robets would at least reach to me to help with my problem.
Regards,
[redacted]
I have been informed of this issue and it is being handled by CNP Claims as Linda noted. Our investigation of the incident discovered inconsistencies in the customers perception of the situation along with physical evidence that did not align with the customers claim that our Technician damaged the room. We have communicated this directly with him indicating that based on the work performed and the fact that the customer had previously moved and unhooked the appliance that HSP was not responsible for the damage. I do not foresee us changing our position on this. Thanks, Dave [redacted]
Initial Business Response /* (1000, 5, 2015/09/09) */
September 9, 2015
Ms. [redacted]
[redacted]
Apple Valley, MN 55124-6576
Ms. [redacted]:
This message responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding a delay in receiving your rebate on a water...
heater that you purchased for your property at [redacted], Apple Valley, MN 55124-6576.
Before your complaint to the Revdex.com was sent to CenterPoint Energy, the supervisor of the Rebate Center was working with you and [redacted] to resolve the rebate concern. The model number of the water heater listed on the rebate paperwork was not listed in the AHRI directory or ENERGY STAR website and that was part of the delay in the processing of your rebate.
Our Rebate Center supervisor learned that the model and serial number listed on the application was not correct and she requested new rebate paperwork from [redacted]. Since you are moving we wanted to make sure we were mailing the rebate check to the correct location and [redacted] confirmed the mailing address with you. We requested the rebate payment for you on 9/8/15 from our corporate office in Houston and you should receive your rebate check in 7-10 business days.
Sincerely,
Kaleb S
Regulatory Liaison
CenterPoint Energy
[redacted]
Thank you for your patience regarding Revdex.com Complaint# [redacted] for Mr. [redacted] located at the address of [redacted] in Minneapolis, MN. On 3/24/16, Mr. [redacted] contacted our CNP/HSP Customer Service Department to schedule a refrigerator repair; he advised our...
representative that his refrigerator was not cooling nor freezing. Our field technician traveled to the subject address for the appointment but no one was home. The appointment was then rescheduled for 3/26/16. On 3/26/16, our field technician arrived to the referenced address and discovered that the refrigerator evaporator had only two out of the seven coils frosted and getting cold, the amp measured at .69 opposed to a normal measurement of 1.5-2.0 , along with a refrigerate leak discovered in the sealed system. Our technician informed Mr. [redacted] that his Home Service Plus Repair Plan does not cover sealed system repairs and that the refrigerator was non-repairable. On 6/7/16, Mr. [redacted] contacted CNP/HSP Customer Service to add the Replacement Assistance Plan. On 7/29/16, Mr. [redacted] reported that the refrigerator was not cooling again. A technician arrived at the service address on 8/2/16 to investigate the matter; the technician advised and documented that this was the same GE refrigerator from the previous appointment on 3/26/16. Mr. [redacted] requested replacement money but the technician advised him the refrigerator did not qualify for the Replacement Assistance Plan (RAP) because it was found to be non-repairable in March prior to enrolling in RAP. Currently, Mr. [redacted] has the Home Service Basic Repair Plan for his air conditioner and dishwasher, but the refrigerator and Replacement Assistance Plan (RAP) have been canceled. Please note Mr. [redacted] was not charged for the RAP plan. Please refer to the terms and conditions of the RAP located at: http://www.centerpointenergy.com/en-us/HSP/Pages/replacement-assistance-plan-ter...⇄ 4. The Replacement Assistance Plan applies to appliances currently covered by your existing HSP repair plan at the covered residence. At the time you enroll in the Replacement Assistance Plan, your covered appliances must meet code requirements and be in operating condition. We apologize for any inconvenience this matter may have caused Mr. [redacted]. However, it is with regret we will be unable to honor Mr. [redacted]’s request for Replacement Assistance in the amount of $850.00. Thank you, Shauntee [redacted]
Thank you for your patience in our response regarding Revdex.com complaint # [redacted] listed in the name of [redacted] located at the address of 9[redacted] in Champlain, MN. 55316. According to our records Ms. [redacted] contacted our Customer Service Department on Friday, 6/29/16 to request an...
electric dryer repair via our Home Service Plus Repair Program. Our Customer Service Representative advised Ms. [redacted] that the earliest appointment would be Thursday, 7/6/16; which is when Ms. [redacted] asked to speak with a supervisor. A supervisor informed Ms. [redacted] due to limited availability, July 6th would be soonest appointment available; and that we would have someone to contact her if an appointment became available sooner. On Saturday 6/30/16, Supervisor C. [redacted] attempted to contact Ms. [redacted] leaving a detailed voice message that an appointment was available for 7/2 and 7/3; he also asked her to return his phone call back to ###-###-#### to schedule the appointment. Please note Ms. [redacted] did not return the phone call until Thursday, 7/6/16; which is the same day the service repair was completed. We apologize for any inconvenience this matter may have caused Ms. [redacted] and understand how frustrating it can be while waiting on a repair to be completed. However, our normal/usual repair times are between one to two days. However, most recently due to an increase in requests received, the timeframe availability has been extended between five to seven days. Please note HSP and CenterPoint Energy is willing to credit Ms. [redacted]’s gas account for two months cost of the Home Service Plus Repair Plan at $36.60 per month; which is a total of $73.20. Please know we are thankful for having the opportunity to assist you, as we look forward to better serving you in the future. Sincerely, Shauntee [redacted]
Initial Business Response /* (1000, 5, 2016/02/22) */
February 22, 2016
Ms. [redacted]
[redacted]
[redacted]
Apple Valley, MN 55124-7568
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the...
disconnection of natural gas service at [redacted], Burnsville, Minnesota 55337-3680.
CenterPoint Energy records show that you contacted our office on October 13, 2015, to take over responsibility for natural gas service at the above property in your name (on behalf of [redacted]) as of October 14, 2015. At that time, our representative was able to assist you with establishing a new account and restoring gas service to the property.
However, as you note, this representative failed to update the mailing address for your account. As a result, the monthly bills for gas service and subsequent Notice of Disconnection were sent to the service address, and gas service was then disconnected on February 17. Service was then restored later that day.
I would like to apologize on behalf of CenterPoint Energy for any inconvenience you may have experienced as a result of this issue. I have removed the reconnection fee as well as the most recent late fee (totaling $29.00) from your account. Also, CenterPoint Energy management has addressed this error with our representative.
If you have any further questions regarding this issue, please contact me.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (2000, 7, 2016/03/03) */
I am rejecting this response because:
Tenant Lease clearly shows that she is responsible for the payment of all utilities. The fact that she called on March 3 to interrupt service should have been notified to me. I did not authorize the bill to be placed in the name of the Owner. In that case Center Point should have shut the gas service to the property. The tenant continued living in the property until she was evicted. The amount from the Aldrich property are also unrecognized. The account continues in dispute. Hopefully this will be solved soon in court.
Please find response located in the attachment.
June 6, 2016 Mr. [redacted] Plymouth, MN 55442 Mr. [redacted], This letter responds to your May 31 complaint to the Revdex.com of Minnesota (Revdex.com) regarding problems with your air conditioning unit which was installed by CenterPoint Energy on...
March 21, 2016. On May 22, you called for service on your newly-installed air conditioning unit and stated that the “unit is not cooling”. On May 25, our service tech discovered that the temperature expansion valve (a factory installed part) was malfunctioning and needed to be replaced. The part was ordered and sent to your home and scheduled for installation on May 27. Your complaint correctly states the part could not be installed at that time due to the weather. The repair was rescheduled and completed on May 31. On June 1, you spoke with Dave [redacted] regarding your concerns about the Ruud equipment that was installed. At that time per your request we agreed to remove the problematic equipment and install new Carrier equipment at no charge. On June 3, we returned to your home to install the Carrier equipment and check for proper operation. When Dave [redacted] called to follow up you indicated it was functioning much better. I am confident this new equipment will provide years of trouble free service. On behalf of CenterPoint Energy’s Home Service Plus, we apologize for the problems you’ve experienced after the installation and with the subsequent servicing of your equipment. If you have any further questions or concerns, please call Dave [redacted] at ###-###-####. Thank you. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
March 27, 2017 Mr. [redacted] Hopkins, MN 55305 Re: Revdex.com Complaint # [redacted] Mr. [redacted]: Thank you for your...
patience in our response to your complaint filed with the Revdex.com (Revdex.com) regarding reimbursement for replacement of your water heater. CenterPoint Energy records reflect that you contacted Home Service Plus (HSP) on January 26, 2017 to schedule a water heater repair. During this conversation, you advised our representative that your water heater was leaking water. Later that day, our technician arrived to the referenced address and discovered that the bottom of the hot water heater’s tank had rusted out, which was the cause of the leak. Our technician deemed the appliance non-repairable and advised that the appliance would need to be replaced. On February 1, 2017, you contacted HSP to correct the name on your account and inquire about the results of the service order from January. Our representative advised you of the technician’s findings and suggestions and added the Replacement Assistance Plan (RAP) to your existing Total Repair Plan package at an additional cost of $16.95 per month. Unfortunately, our representative did not clearly state that RAP coverage does not apply to appliances with pre-existing conditions. On March 2, 2017, you requested to replace the appliance through RAP. Our representative informed you that the water heater’s pre-existing condition did not qualify for the RAP because it was found to be non-repairable in January prior to your enrollment in the program. On March 16th and 22nd you requested to speak with a supervisor because you wanted CenterPoint Energy to honor what the initial representative had offered. Numerous supervisors extended their most sincere apology for the inaccuracy of the information provided during the conversation on February 1. As an apology, you were offered two months compensation for the cost of RAP. Currently, your account is enrolled in the Total Repair Plan and RAP. At this time, you have not been charged for the RAP plan. Although RAP reimbursement cannot be applied to your account for replacement of the water heater, you may de-enroll in RAP at no cost, if you wish. You may also continue enrollment in RAP, which still applies to other appliances in your home. We ask that you please refer to the terms and conditions of the RAP located at: http://www.centerpointenergy.com/en-us/HSP/Pages/replacement-assistance-plan-ter...⇄ 4. The Replacement Assistance Plan applies to appliances currently covered by your existing HSP repair plan at the covered residence. At the time you enroll in the Replacement Assistance Plan, your covered appliances must meet code requirements and be in operating condition. We apologize for any inconvenience this matter may have caused you. It is with regret that we are unable to honor your request for RAP coverage for replacement of the water heater. Thank you, Shauntee [redacted]
Thank you for your patience in our response regarding Revdex.com Complaint# [redacted] for Mr. [redacted] for the address of [redacted] in Minneapolis, MN. Our investigation revealed Mr. [redacted] contacted CenterPoint Energy Customer Service on 2/23/2016, to request a state inspection of his...
gas furnace. Our customer service representative agreed and scheduled the appointment in error. On 2/27/2016, an HSP technician traveled to Mr. [redacted] address and completed a gas furnace tune up without the requested inspection. Mr. [redacted] soon after contacted our customer service department to initiate a complaint about the mishandling of his order; and therefore demanded to speak with a supervisor. A customer service supervisor returned Mr. [redacted] phone call 48 hours later, leaving a voice mail. On 3/1/2016, Mr. [redacted] gas account was billed in the amount of $104.95 for cost of the furnace tune up; with a date due by 3/29/2016. On 4/2/2016, the charges in the amount of $104.95 were retracted. We offer our most sincere apologies for any inconvenience this matter may have caused Mr. [redacted]. Please know expectations of improvement were clearly communicated to those responsible for the mishandling of Mr. [redacted] gas account; and know we are grateful for having the opportunity to assist and better serve Mr. [redacted] in the future. Sincerely, Shauntee [redacted]
March 17, 2017 Mr. [redacted] Minneapolis, MN 55419-2605 Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding issues related to scheduling a meter repair for the natural gas mater at your property at [redacted]...
[redacted], Minneapolis, MN 55419-2605. Your complaint notes that you have had difficulty in scheduling an investigation/repair for the natural gas meter at your property. CenterPoint Energy records show that you contacted our office to explain that the gas meter at your property was making an intermittent squeaking noise, and that you asked for a CenterPoint Energy technician to investigate this issue on two occasions. Unfortunately, due to a scheduling error, no technician arrived to complete the first order. Following your second request, a technician was sent to your property to perform an Atmospheric Corrosion Inspection (ACI), which verified that there was no gas leak on the piping or meter. However, as you know, this did not rectify the issue with the noise coming from the gas meter. To resolve this issue, a technician was sent on March 17, 2017 to determine the cause of the noise coming from the meter. This technician replaced the meter and restored gas service in an effort to resolve the issue. I would like to apologize for any inconvenience you may have experienced as a result of the scheduling errors which occurred during your attempts to resolve this issue. If you have any further questions, please contact me. Sincerely, Robin [redacted] Regulatory Liaison CenterPoint Energy ###-###-####
Initial Business Response /* (1000, 8, 2015/11/10) */
November 10, 2015
Ms. [redacted]
Mankato, MN 56001-8739
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disconnection of your natural gas service at...
[redacted], Mankato, MN 56001.
CenterPoint Energy records show that a Notice of Disconnection was sent to you on September 29, 2015, for a past due balance of $256.22. This Notice expired on October 9, 2015. Because your account remained past due, your gas service was then disconnected on October 14.
On October 22, your application for the Gas Affordability Program (GAP) was received and your account was then enrolled in GAP. Our office attempted to contact you via telephone on that date to schedule reconnection of your gas service, but we were unable to reach you. We then spoke with you on October 27 and your service was reconnected on October 28.
Although your complaint states that you sent an email to our office on October 22, this was after your service had been disconnected for non-payment. Regardless, in cases when a customer's gas service has been disconnected for non-payment, the customer must call CenterPoint Energy to discuss reconnection and Cold Weather Rule procedures.
At this time your service has been restored and your account has been enrolled in GAP. As such, CenterPoint Energy respectfully declines your request to remove the reconnection fee from your account.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My email that was sent, reference number [redacted], was asking someone to contact me at my cell number to advise on how I could pay my bill. I was unable to make a payment due to the fact that they do not accept American Express cards. This is the card that my money was on. The correspondence was asking for help to get payment made and the services back on. I feel that since they made NO effort to contact me I should be compensated for their lack of customer service. I was going to attach a copy of the email but am unable to access it now. I did send a second email on 10/24/2015 asking why I had not had any response. My bill would have been paid in full if someone would have contacted me in response to my email. I feel that since no one in their company wanted to contact me about getting the bill paid, than I should not be responsible for reconnection fees.
Final Business Response /* (4000, 12, 2015/11/13) */
Ms. [redacted]:
Our records show that your gas service was disconnected on October 14, 2015. Your email (sent October 22) would not have prevented disconnection of your gas service. If you had made payment for the balance owed to restore your gas service, the $28 reconnection fee would have still been assessed.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy