I am rejecting this response because: I never received a phone call and in your statement you state that I did make payments in May and July so what I don't understand is how can you shut my gas off to my house when I was actually making payments. It may not be the full amount, which this is not the issue, I HAVE MONEY! The point is that I was never properly notified on what I exactly owed at that time. So because I was short $24 you shut my gas off? How horrible of a service is that!!! Not to mention I received another letter from your company stating I got charged another $10 for cancelling a check I wrote out to you guys so I didn't double pay you the full amount. I made a payment over the phone for the full amount and all these connection fees and my check had already been sent. So I cancelled my check, as you guys have already been paid, IN FULL, for what I owed. So just because I cancelled a check, that would have paid double that month you are trying to charge me another $10. I think you guys a crooks. You jumped the gun to disconnect me rather then trying to reach out to get the full payment. MN State law also states if I'm making payments you cannot disconnect me. I will not be satisfied until I am reimbursed for my reconnection fee, and now this $10 cancelled check fee.And I'm still waiting for another bill from you guys. You have TERRIBLE customer service and Centerpoint Energy are crooks trying to get more money anyway they can. I am willing to fight this all way because of how poorly this was handled by Centerpoint and I have 2 small children in my house. What you, centerpoint energy, did was SUPER unethical and wrong! [redacted]
January 15, 2018 Mr. [redacted] Andover, Minnesota 55304-8427 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 disconnection of gas service at the address of [redacted], in Andover, Minnesota 55304-8427. On December 13, 2017, CenterPoint Energy mailed a shut off notice to the subject address. The shut off notice advised to make payment for the past due charges of $94.12 or agree to a payment plan no later than December 28, 2017 to avoid service interruption. On December 29, 2017 CenterPoint Energy visited the property in an attempt to make contact and avoid disconnection. Additionally, an outbound call was placed on January 6, 2018. When no payment or payment arrangements were received, disconnection of gas service occurred on January 9, 2018. All actions taken by CenterPoint Energy, including disconnection of the gas service, fully comply with the Minnesota Cold Weather Rule, which provides customers extra protection during this time of year. Following the disconnection, CenterPoint Energy received a payment of $122.12, which posted January 10, 2018. This payment does include the reconnect fee of $28.00 that will appear on the following monthly invoice. In review of your complaint, an extension was granted on the remaining amount owed of $129.37 to be paid by February 9, 2018. We also would like to offer other options which could prevent disconnection of service in the future such as payment arrangements (extension and installment plans), online billing, and automatic bank draft options if necessary. We apologize for any inconvenience this matter may have caused, and we would like to thank you for the opportunity to work on your behalf, as we do appreciate your ongoing business. Thank you, Shauntee [redacted]
Thank you for your patience in our second response regarding Revdex.com Complaint # [redacted] listed in the name of Mr. [redacted] located at the address of [redacted] Minneapolis, MN. 55422 Please note in light of the second response received we have included a copy of your charges for your review. We will remove the late fees incurred on 5/3/16 and 6/2/16; which will leave an overall credit balance of $12.04 after the adjustments have been made. Please find the most recent charges located in the attachment; and please do not hesitate to contact us if additional assistance is required. Sincerely, Shauntee
Final Consumer Response /* (2000, 6, 2015/11/24) */
The Tech came back out Sunday and fixed it. I do not blame him, but I do blame the scheduling department.
11-May-16Regarding Complaint ID: [redacted]Litchfield Park, AZ 85340Dear Mr. [redacted],We are in receipt of the complaint regarding the above-referenced property. I have attached several documents for your review.We want to reiterate to you, as our Service Supervisor...
discussed with you in September of 2015, we will not compensate you for items that do not fall under any type of warranty or workmanship with Chas Roberts.Your system was placed in to service, in a new construction home, in January of 2003. Your builder provided a 1-year labor warranty, and a 5-year parts warranty. There were two warranty calls to your property in 2004, both of which were unrelated to any type of water leak. We went out for an air adjustment and a noise issue, and we addressed both. The next visit was in 2009, at which time we replaced a run capacitor in your equipment. Again, not related to any type of leak. In 2014, we replaced an ignitor and also recommended our CAP maintenance plan to you, and you said you would call back for the maintenance.In July of 2015, we had an appointment scheduled, at which time you did not show up. Subsequently, in August of 2015, we went for a no cool appointment. We found a bad run capacitor on your upstairs unit, as well as replaced your filters and again, you said you would think about the maintenance plan. You were also told, which is on the invoice, that if your downstairs system didn’t cool, to contact us and we would go out. We did not indicate that this would be free of charge, nor did we indicate that we would contact you; you were to contact us if the system downstairs, which was iced over, wouldn’t cool.In September of 2015, you called us again, and we went out to your home because your downstairs system was not cooling. The system was again iced over. While waiting for the system to defrost, we tested both the drain lines, and there were no issues – they drained freely. We also determined that the pressure readings on the downstairs unit was low and recommended a leak search. You declined this work, and said you would call us back later.You are accusing our technician of not letting you know about potential damages to your property. At the time of his visit, he made recommendations to resolve the issue at hand, and also verified that there was no drainage problem with your lines. The invoice indicates this. You also indicated that the technician performed a “repair.” The technician did not perform any repair. He flushed out the drain lines to ensure they were clear and told you that a leak search was warranted to further diagnose your frozen downstairs unit. You declined the work to further assess the situation related to your system that cooled the downstairs. The only work that was performed, was a part replacement on your system that cooled the upstairs in August.On September 17, 2015, we scheduled a workmanship check at your request. You indicated you had water through your ceiling. At our arrival, the insulation and stains were completely dry. The technician let you know that the leak was caused by a clogged P-Trap. Again, your downstairs unit was iced over. The technician informed you that when the ice melts (an iced over unit typically indicates something else is going on, which is why we had recommended a leak search at the prior appointment to which you declined), it is often too much water for the drain line to handle and carries any and all debris into the drain lines. This can result in a plugged P-trap, which Chas Roberts would not responsible for as it recommended a course of action in the previous visit, to which you declined. The technician again let you know that you should look at regular maintenance on the equipment, at which time we would provide new P-traps, as part of that service. You indicated that you would call in next week for the maintenance.Our supervisor and technician both informed you that your issue was due to a lack of maintenance and not workmanship. Your systems are 13 years old, and it would be unrealistic to expect, given the fact that clearly there was an underlying issue with the downstairs equipment, with it being found iced over at multiple visits and you declining work, that Chas Roberts would cover any damages to your home. Further, it would seem as though this complaint is without merit given Chas Roberts had given you multiple opportunities, and informed you of the importance of regular maintenance to catch these items prior to them happening, and you declined them all.Respectfully, Damon B[redacted]VP of Residential Sales and Service
Thank you for your patience in our response regarding Revdex.com Complaint# [redacted] for Mr. [redacted] located at the service address of [redacted] **, Minneapolis, MN 55404. An investigation was started on 1/20/2017 per Mr. [redacted] contacting CNP Customer Service Department. According to our...
records the balance owed in the amount of $88.00 was billed as a result of the landlord agreement. However, our investigation revealed according to public records that Mr. [redacted] is no longer the owner of the property located at the above referenced address. Please note there is no longer a landlord agreement tying Mr. [redacted] to the property; and therefore we agree that the amount should and will be cleared immediately. Please understand we apologize for any inconvenience or confusion this matter may have cause as we appreciate Mr. [redacted]’s ongoing business. Sincerely, Shauntee [redacted]
Initial Business Response /* (1000, 5, 2015/08/14) */
August 14, 2015
Mr. [redacted]
[redacted]
Saint Peter, MN 56082-1177
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com of Minnesota regarding appointment times for Home Service Plus...
repairs.
Your complaint mentioned that you had cancelled
your Home Service Plus (HSP) contract due to the necessity of all-day appointment windows. We are able to offer smaller appointment windows, typically of morning (8am-12pm) or afternoon (12pm-5pm) on most appointments, but our all day appointment windows are the standard timeframe offered to customers.
CenterPoint Energy regrets not being able to meet your expectations regarding appointment windows. Our records show that you have not been charged for the HSP Repair Plan.
Please contact me if you have any further questions.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
May 17, 2016 Mr. [redacted] Minneapolis, MN 55434-3682 Mr. [redacted]: CenterPoint Energy records show that our technician advised you that this part was not covered by your Home Service Plus (HSP) Repair Plan, and that ordering the part “would cost around $50.” Our technician also informed you that you could potentially order the part yourself “for around $25.” Because you approved the cost of this part and chose to have HSP send it to your property, the total charges for the part ($45.88) will remain on your account. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] listed in the name of [redacted] located at the address of [redacted] in Minneapolis, MN. According to our records Mr. [redacted] mailed in a check payment which posted to his gas account in the amount of...
$54.70 on 1/6/16; which returned on 1/11/16. The payment was processed again on 1/11/16 and returned a second time on 1/12/16; therefore incurring a $10.00 return expense fee each time due to his banking institution freezing or suspending his bank account. On 1/23/16, Mr. [redacted] made a $159.04 payment online via CenterPoint Energy’s website from his checking account; which posted successfully. Mr. [redacted] contacted CenterPoint Energy’s Customer Service Department on 3/28/16 to discuss why his most recent check payments were being returned to him. In response to Mr. [redacted]’s claim our representative submitted an investigation on his behalf. The result of the initial investigation resulted in only one of the return expense fees being reversed, with no other actions taken. Upon receipt of Mr. [redacted]’s Revdex.com complaint to our office a second investigation allowed us to remove the second return expense fee of $10.00 from his gas account on 4/27/16; and additionally revert the gas account’s return check counter back to zero. These actions removed the glitch that would have rejected his actual check payments in our system. Subsequently, late fees were also incurred on the account on 3/10/16 for $1.23, which we reversed on 3/23/16 and 4/11/16 for $2.13, reversed on 4/18/16. Please note the final balance due on Mr. [redacted]’s gas account is in the amount of $180.00 due by 5/9/16 for billing periods of 2/10/16, 3/10/16 and 4/11/16 usage. We thank Mr. [redacted] for bringing this matter to our attention as we look forward to better serving him in the future. If additional information is required please contact me. Thank you,Shauntee [redacted]
Thank you for your patience in our response for [redacted] - Revdex.com Complaint #[redacted] regarding disconnection of natural gas service due to nonpayment at the subject address of [redacted] Savage, Minnesota 55378. On June 13, 2016, CenterPoint Energy mailed a Notice of Disconnection to...
you in an attempt to collect a past due balance of $66.54. This Notice expired on June 23, 2016; when no payment was received and no payment arrangements were agreed upon, gas service was disconnected on July 6, 2016. You then contacted CenterPoint Energy on July 7, 2016 to inquire about the amount needed to restore service and stated that you had been making regular payments of $62.00 to CenterPoint Energy since January 2016. Because no such payments were made to your CenterPoint Energy account, our representative asked you to submit a copy of proof of these payments (via fax) to CenterPoint Energy’s Remittance Department so that the payments could be located and applied to your account. You then asked to speak with a supervisor, who also stated that CenterPoint Energy required proof of payments before a reconnection order could be scheduled. On Friday, July 8, 2016, you again contacted CenterPoint Energy to inquire if the fax had been received, but our representative stated that had not been received. Then, on July 11, 2016, you contacted CenterPoint Energy’s Executive Administrative Office regarding the misapplied payment issue. Our office then received a copy of the “proof of payment,” which appeared to show a Payment History screen from a third-party online bill payment service. Further research indicated that four payments (totaling $256.00) were located on the previous account for natural gas service (Account# [redacted]-6) at your property, which is likely due to that account number having been entered when you set up bill payment services. Please note that while CenterPoint Energy offers Online Billing and payment services at www.centerpointenergy.com, the Company typically cannot assist with or modify any bill payment services provided by a third party. If you have not yet done so, please ensure that any future payments you make are submitted to your current account number (Account# [redacted]-3). Your payments were then transferred from Account# [redacted]-6 to your current account (Account# [redacted]-3). The balance on your current account was $324.14 before the payments were applied, which left a remaining balance of $68.14 following the transfer. You then asked that CenterPoint Energy restore your gas service that same day, and, in an attempt to resolve the issue, an exception was granted to restore service outside of CenterPoint Energy’s normal business hours. CenterPoint Energy offered to have our technician call you thirty minutes prior to arrival to coordinate the reconnection; however, when this call was made, our technician received no answer. Our technician then arrived at your home and again attempted to contact you, but received no answer via telephone or at the front door, despite waiting over thirty minutes at your property. On July 12, 2016, you again contacted CenterPoint Energy and asked to have gas service restored. Our representative confirmed the contact phone number and again stated that you would receive a call thirty minutes prior to the technician’s arrival. On July 13, 2016, a CenterPoint Energy technician attempted to reach you via telephone. Although this phone call was unanswered, our technician arrived at your residence, but found that again, no one was at the property. Our technician then waited thirty minutes, but was unable to make contact with you via telephone or at your property. On July 14, 2016, you again contacted our Executive Administrative Offices in an attempt to have gas service restored at your property. A CenterPoint Energy representative confirmed the telephone number on your account and again explained CenterPoint Energy’s call ahead and appointment processes. You stated that you understood, and gas service was successfully reconnected later that day. However, because your account remained past due in the amount of $68.14 following the reconnection of gas service, another Notice of Disconnection was sent on July 14, 2016, which stated that service could be disconnected on or after July 23, 2016. Because no payments or payment arrangements were made, the gas service at your property was disconnected on July 26, 2016. Following this disconnection, you then contacted CenterPoint Energy again on July 26, 2016. Our office explained that the remaining balance on your account was what remained following the transfer of the payments from the incorrect account number. At this time, no further payments have been made to your current account or to the previous account for service at your property, and as such, your natural gas service cannot be reconnected. Prior to receipt of this complaint, CenterPoint Energy was unaware of any potential medical situation at your property. If a resident at your property requires continued natural gas service due to a medical condition, CenterPoint Energy will reconnect gas service at the property if proof of the medical condition (a Certificate of Medical Needs Form signed by a medical professional) is received. Please contact me if such a situation exists at the property. Please note the current charges consist of a past due amount of $68.14, current charges of $15.35 due August 10th, late fee of $1.02 and a reconnection fee that will display on his invoice scheduled to be mailed on August 11th, for $28.00; we only ask for the past due amount in order to restore service. We apologize for any inconvenience that this matter may have caused you; and we thank you for the opportunity to address your concerns as we do appreciate your business. Sincerely, Shauntee [redacted]
Dear Mr. [redacted],We are in receipt of the complaint regarding the above-referenced property. We respectfully ask that this complaint be removed as beyond purview as it is unreasonable to complain about not receiving a call back when all callers were being informed that there were no service...
appointments available.Callers that have a Builder Warranty, Chas Roberts’ Warranty, or CAP Maintenance Plan, or callers with illnesses, elderly or children, and callers with one air conditioning unit were given priority.All calls were responded to in the order they were received. Given the extreme temperatures, as well as the volume of calls, it was not unheard of to not receive a call back as quickly as many homeowners wished, based on the volume of calls. This is the reason why callers were informed that there were no service appointments available, so they could call other contractors.We did in fact contact Mr. [redacted], but he did not answer his return call. By the time he had called back in, he went to the end of the queue. Again, with the volume of messages, and certain customers taking priority – all calls were responded to in the order they were received. If homeowners failed to answer their phone upon the call back, they were in fact moved to the back of the queue.Of special note, Mr. [redacted] actually has two units on his home, which would have not made him a priority in this extreme heat, as well as a manufacturer parts warranty. This warranty can be honored by any licensed contractor as it is a manufacturer warranty. If at any time he was not happy with having to wait, he was more than welcome to contact another service provider.Respectfully,Damon B[redacted]VP of Residential Sales and Service
March 20, 2017 Mr. [redacted]Lakeville, MN. 55044 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 your payment return expense fee in the amount of $10.00According to our records on February 26, 2017, you made an online payment in the amount of $93.84 which later returned no account found or unable to locate on February 27, 2017. It appears that inaccurate payment information was entered, and therefore a return expense fee was assessed in the amount of $10.00.On March 7, 2017, our records reflect that yourspoke a customer service supervisor who agreed to reverse the fee as a onetime courtesy. Please note we apologize for any inconvenience that this matter may have caused you, and we appreciate the opportunity to address this matter on your behalf. Sincerely,Shauntee [redacted]
I am rejecting this response because of three points: 1. This statement: Unfortunately, our representative did not clearly state that RAP coverage does not apply to appliances with pre-existing conditions." is severely understated. The representative advised me to buy the replacement plan and wait for a month to replace the heater after advising me with the problem which I did and now I am waiting longer even to get this issue resolved and the water heater replaced.2. As an apology, you were offered two months compensation for the cost of RAP - this statement is false, the two months off were an offer that center point energy was giving everyone an incentive to join the RAP, that also was stated by the agent during the call about this offer.3. Last but not least, the reason why I am complaining is that I have been paying for Service Plus for about two years so I don't have high unexpected costs like this and I am disappointed and I had to wait more than a month now for this repair, and I expect the information given to me by someone who represents center point energy (the representative) and should hold the business accountable and that's why the supervisor reviewed the call. I wasn't expecting the supervisor to say, I reviewed the call but still will not honor your request.
I am rejecting this response because:
[redacted]
[redacted] Ref:Center Point Energy account:[redacted] My gaz service has been unlawfully disconnected by centerpoint energy (CPE) since july 07 2016 despite the fact that I mad CPE aware that my son’s just had a surgery a [redacted]. And that I’m current on my bill payement . Minnesota law requires utilites to offer their customer a budget plan wich is a way for a customer, to have a bill that remains constant year round.The utility company will calculate your average monthly usage by reviewing the previous 12 months of service.CPE determined based on my usage that my bill will be $62 a month. I never failed to pay my $62 as show on the statement (exibit1) even when my usage is only $15 and evenafter I left the house the past 2 months for better amenities to care for my son. Despite this fact, CPE has systematically charged me late fees and requested that I pay a reconnection fee.The ABOMINATION IS THAT ,THE RECONNECTION FEES ARE ONLY PAID THROUGH A THIRD PARTY, wich ADD 3.00 to the customer’s bill.The $ 3.00 extra fees are shared between CPE and the third party .CPE WILL NOT ALLOW YOU TO PAY THROUH YOUR CHECKING OR SAVINGS ACCOUNT ,BECAUSE CPE WOULD NOT COLLECT ANY EXTRA FEES DOING SO.I’ ve filed a complaint against CPE with CFE regarding such a practice; and joined the long list of CPE customers in a class action law suit. I humbly recommend that , the office of Minnesota Attorney General look into CPE’s practices for a law suit against a reckless company who has the monopoly of the market in my area when it comes to gaz distribution.:I’m left with NO CHOICE BUT TO HAVE CPE as my gas provider. I reserve the right to file a personal law suit against CPE. [redacted]
[redacted]
Re: Revdex.com Complaint # [redacted] Ms. [redacted]: Thank you for your...
patience in our response to your complaint filed with the Revdex.com (Revdex.com) regarding your final adjusted gas bill for the address of [redacted] Eden Prairie, Minnesota 55347. On November 10, 2017, you contacted CenterPoint Energy advising that you made a previous online request to cancel gas service at the subject address for the effective date of September 1, 2017. You requested that CenterPoint Energy remove charges incurred from the periods of September 1, 2017 through September 24, 2017. On November 14, 2017, the final monthly invoice was reversed and corrected. The billing periods of August 15, 2017 through September 24, 2017, were reversed and corrected to reflect the billing periods of August 15, 2017 through September 1, 2017. The initial invoice billed you for gas consumption charges from August 15, 2017 through September 14, 2017 and reflected 10 therms used, for a bill amount of $19.61; the following charges were from September 14, 2017 through September 24, 2017, billed for 6 therms used in the amount of $9.98. After correction was made to the account on November 14, 2017, the rebill corrected the final billing period of August 15, 2017 through September 1, 2017 to reflect 5 therms used for final balance of $11.72. Please note your account had a credit balance of -$17.76, as a result of the initial billing another payment was taken in the amount of $146.14, which we apologize for. This error brought your account to a credit balance of -$163.90. Our records reflect that your credit balance was refunded to you November 22, 2017. We apologize for any inconvenience this matter may have caused, as we thank you for the opportunity to address your concerns presented in your complaint. Based on the information present we do not believe any further actions are warranted. Thank you, Shauntee [redacted]
I am rejecting this response because:I do not know the account number, the services I am being charged for were looked up by Center Point Energy using the address on the account. I contacted Xcel Energy and was informed that they do not have anything to do with the "Home Service Plus" account with Center Point Energy in which I am being charged for via my utility bill with Xcel Energy.The address in question:[redacted]Cottage Grove, MN 55016
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Ms. [redacted] located at the address of [redacted] in Victoria, MN 55386. We ask that you please refer to the above attachment regarding Ms. [redacted]’s response to her claim # [redacted] filed. If you have...
Initial Business Response /* (1000, 12, 2015/07/28) */
[redacted]Document Attached[redacted]
July 27, 2015
Mr. [redacted]
Litchfield, MN 55355-2719
Mr. [redacted]:
This letter responds to your complaint the Revdex.com of Minnesota regarding the balance owed on your...
account.
CenterPoint Energy records show that your balance is currently $674.03; $657.66 of which is past due. To demonstrate how this balance occurred, I have attached a document which shows the total amounts billed to your account. This includes:
Gas Charges: $1,286.41
Late Fees: $38.01
Appliance Repair $423.11
Reconnection Fee: $22.50
The total amount billed to your account since your service began on June 1, 2013, is $1,770.03. During that time, you have submitted payments totaling $1,096. The difference between the amount billed and the amount you have paid is $674.03, which is your current total balance owed.
Please note that your gas service is currently eligible for disconnection for a past due balance of $370.55 in gas charges.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 14, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
OK so now were is the part of all the money that I have paid because I have paid allot more then that. See that is another thing that you guys can send let alone show proof of all the charges and billed paid. Were is all that proof?
Final Consumer Response /* (3000, 19, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again you guys can not do what is asked, I have asked several times now for a detailed copy of everything billed and everything paid. And you guys cant do that. I know that we don't owe that much. I attached on 8-5-15 a copy of my last bill clearly stated that you say I owe $744.03 but you say I owe $674.03. plus you guys are trying to charge me $300 dollar for a cancelled installment. First off it was never cancelled and you cant charge someone that. And I want a detailed bill on everything owed and everything payed. I know for a faked that we don't owe you this much money because when I set up the installment plan my bill would have been paid off this month 8-9-15. Per my conversation with the Representative on the phone 5 months ago and my bill was then $456.00
Final Business Response /* (4000, 21, 2015/08/19) */
I have attached an account history of charges and payments made to your account.
I am rejecting this response because: After calling for balance information I was told I am still past due and my payment I must make is...
$124. I checked the account online it states the same. My account is past due and payment due is $124. After previous treatment and calls from this company I do not feel comfortable acceping an email resolution unless it is verified by a corrected billing or at least an update to customer service so they can verify an adjustment was actually made.
I am rejecting this response because: I never received a phone call and in your statement you state that I did make payments in May and July so what I don't understand is how can you shut my gas off to my house when I was actually making payments. It may not be the full amount, which this is not the issue, I HAVE MONEY! The point is that I was never properly notified on what I exactly owed at that time. So because I was short $24 you shut my gas off? How horrible of a service is that!!! Not to mention I received another letter from your company stating I got charged another $10 for cancelling a check I wrote out to you guys so I didn't double pay you the full amount. I made a payment over the phone for the full amount and all these connection fees and my check had already been sent. So I cancelled my check, as you guys have already been paid, IN FULL, for what I owed. So just because I cancelled a check, that would have paid double that month you are trying to charge me another $10. I think you guys a crooks. You jumped the gun to disconnect me rather then trying to reach out to get the full payment. MN State law also states if I'm making payments you cannot disconnect me. I will not be satisfied until I am reimbursed for my reconnection fee, and now this $10 cancelled check fee.And I'm still waiting for another bill from you guys. You have TERRIBLE customer service and Centerpoint Energy are crooks trying to get more money anyway they can. I am willing to fight this all way because of how poorly this was handled by Centerpoint and I have 2 small children in my house. What you, centerpoint energy, did was SUPER unethical and wrong! [redacted]
January 15, 2018 Mr. [redacted] Andover, Minnesota 55304-8427 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 disconnection of gas service at the address of [redacted], in Andover, Minnesota 55304-8427. On December 13, 2017, CenterPoint Energy mailed a shut off notice to the subject address. The shut off notice advised to make payment for the past due charges of $94.12 or agree to a payment plan no later than December 28, 2017 to avoid service interruption. On December 29, 2017 CenterPoint Energy visited the property in an attempt to make contact and avoid disconnection. Additionally, an outbound call was placed on January 6, 2018. When no payment or payment arrangements were received, disconnection of gas service occurred on January 9, 2018. All actions taken by CenterPoint Energy, including disconnection of the gas service, fully comply with the Minnesota Cold Weather Rule, which provides customers extra protection during this time of year. Following the disconnection, CenterPoint Energy received a payment of $122.12, which posted January 10, 2018. This payment does include the reconnect fee of $28.00 that will appear on the following monthly invoice. In review of your complaint, an extension was granted on the remaining amount owed of $129.37 to be paid by February 9, 2018. We also would like to offer other options which could prevent disconnection of service in the future such as payment arrangements (extension and installment plans), online billing, and automatic bank draft options if necessary. We apologize for any inconvenience this matter may have caused, and we would like to thank you for the opportunity to work on your behalf, as we do appreciate your ongoing business. Thank you, Shauntee [redacted]
Thank you for your patience in our second response regarding Revdex.com Complaint # [redacted] listed in the name of Mr. [redacted] located at the address of [redacted] Minneapolis, MN. 55422 Please note in light of the second response received we have included a copy of your charges for your review. We will remove the late fees incurred on 5/3/16 and 6/2/16; which will leave an overall credit balance of $12.04 after the adjustments have been made. Please find the most recent charges located in the attachment; and please do not hesitate to contact us if additional assistance is required. Sincerely, Shauntee
Final Consumer Response /* (2000, 6, 2015/11/24) */
The Tech came back out Sunday and fixed it. I do not blame him, but I do blame the scheduling department.
11-May-16Regarding Complaint ID: [redacted]Litchfield Park, AZ 85340Dear Mr. [redacted],We are in receipt of the complaint regarding the above-referenced property. I have attached several documents for your review.We want to reiterate to you, as our Service Supervisor...
discussed with you in September of 2015, we will not compensate you for items that do not fall under any type of warranty or workmanship with Chas Roberts.Your system was placed in to service, in a new construction home, in January of 2003. Your builder provided a 1-year labor warranty, and a 5-year parts warranty. There were two warranty calls to your property in 2004, both of which were unrelated to any type of water leak. We went out for an air adjustment and a noise issue, and we addressed both. The next visit was in 2009, at which time we replaced a run capacitor in your equipment. Again, not related to any type of leak. In 2014, we replaced an ignitor and also recommended our CAP maintenance plan to you, and you said you would call back for the maintenance.In July of 2015, we had an appointment scheduled, at which time you did not show up. Subsequently, in August of 2015, we went for a no cool appointment. We found a bad run capacitor on your upstairs unit, as well as replaced your filters and again, you said you would think about the maintenance plan. You were also told, which is on the invoice, that if your downstairs system didn’t cool, to contact us and we would go out. We did not indicate that this would be free of charge, nor did we indicate that we would contact you; you were to contact us if the system downstairs, which was iced over, wouldn’t cool.In September of 2015, you called us again, and we went out to your home because your downstairs system was not cooling. The system was again iced over. While waiting for the system to defrost, we tested both the drain lines, and there were no issues – they drained freely. We also determined that the pressure readings on the downstairs unit was low and recommended a leak search. You declined this work, and said you would call us back later.You are accusing our technician of not letting you know about potential damages to your property. At the time of his visit, he made recommendations to resolve the issue at hand, and also verified that there was no drainage problem with your lines. The invoice indicates this. You also indicated that the technician performed a “repair.” The technician did not perform any repair. He flushed out the drain lines to ensure they were clear and told you that a leak search was warranted to further diagnose your frozen downstairs unit. You declined the work to further assess the situation related to your system that cooled the downstairs. The only work that was performed, was a part replacement on your system that cooled the upstairs in August.On September 17, 2015, we scheduled a workmanship check at your request. You indicated you had water through your ceiling. At our arrival, the insulation and stains were completely dry. The technician let you know that the leak was caused by a clogged P-Trap. Again, your downstairs unit was iced over. The technician informed you that when the ice melts (an iced over unit typically indicates something else is going on, which is why we had recommended a leak search at the prior appointment to which you declined), it is often too much water for the drain line to handle and carries any and all debris into the drain lines. This can result in a plugged P-trap, which Chas Roberts would not responsible for as it recommended a course of action in the previous visit, to which you declined. The technician again let you know that you should look at regular maintenance on the equipment, at which time we would provide new P-traps, as part of that service. You indicated that you would call in next week for the maintenance.Our supervisor and technician both informed you that your issue was due to a lack of maintenance and not workmanship. Your systems are 13 years old, and it would be unrealistic to expect, given the fact that clearly there was an underlying issue with the downstairs equipment, with it being found iced over at multiple visits and you declining work, that Chas Roberts would cover any damages to your home. Further, it would seem as though this complaint is without merit given Chas Roberts had given you multiple opportunities, and informed you of the importance of regular maintenance to catch these items prior to them happening, and you declined them all.Respectfully, Damon B[redacted]VP of Residential Sales and Service
Thank you for your patience in our response regarding Revdex.com Complaint# [redacted] for Mr. [redacted] located at the service address of [redacted] **, Minneapolis, MN 55404. An investigation was started on 1/20/2017 per Mr. [redacted] contacting CNP Customer Service Department. According to our...
records the balance owed in the amount of $88.00 was billed as a result of the landlord agreement. However, our investigation revealed according to public records that Mr. [redacted] is no longer the owner of the property located at the above referenced address. Please note there is no longer a landlord agreement tying Mr. [redacted] to the property; and therefore we agree that the amount should and will be cleared immediately. Please understand we apologize for any inconvenience or confusion this matter may have cause as we appreciate Mr. [redacted]’s ongoing business. Sincerely, Shauntee [redacted]
Initial Business Response /* (1000, 5, 2015/08/14) */
August 14, 2015
Mr. [redacted]
[redacted]
Saint Peter, MN 56082-1177
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com of Minnesota regarding appointment times for Home Service Plus...
repairs.
Your complaint mentioned that you had cancelled
your Home Service Plus (HSP) contract due to the necessity of all-day appointment windows. We are able to offer smaller appointment windows, typically of morning (8am-12pm) or afternoon (12pm-5pm) on most appointments, but our all day appointment windows are the standard timeframe offered to customers.
CenterPoint Energy regrets not being able to meet your expectations regarding appointment windows. Our records show that you have not been charged for the HSP Repair Plan.
Please contact me if you have any further questions.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
I am rejecting this response because:THE PART IS A USEABLE FUNCTION OF THE FRIG,, SINCE IT HOLDS ITEMS IN THE DOOR,, IT IS NOT A TRIM PIECE,,
May 17, 2016 Mr. [redacted] Minneapolis, MN 55434-3682 Mr. [redacted]: CenterPoint Energy records show that our technician advised you that this part was not covered by your Home Service Plus (HSP) Repair Plan, and that ordering the part “would cost around $50.” Our technician also informed you that you could potentially order the part yourself “for around $25.” Because you approved the cost of this part and chose to have HSP send it to your property, the total charges for the part ($45.88) will remain on your account. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] listed in the name of [redacted] located at the address of [redacted] in Minneapolis, MN. According to our records Mr. [redacted] mailed in a check payment which posted to his gas account in the amount of...
$54.70 on 1/6/16; which returned on 1/11/16. The payment was processed again on 1/11/16 and returned a second time on 1/12/16; therefore incurring a $10.00 return expense fee each time due to his banking institution freezing or suspending his bank account. On 1/23/16, Mr. [redacted] made a $159.04 payment online via CenterPoint Energy’s website from his checking account; which posted successfully. Mr. [redacted] contacted CenterPoint Energy’s Customer Service Department on 3/28/16 to discuss why his most recent check payments were being returned to him. In response to Mr. [redacted]’s claim our representative submitted an investigation on his behalf. The result of the initial investigation resulted in only one of the return expense fees being reversed, with no other actions taken. Upon receipt of Mr. [redacted]’s Revdex.com complaint to our office a second investigation allowed us to remove the second return expense fee of $10.00 from his gas account on 4/27/16; and additionally revert the gas account’s return check counter back to zero. These actions removed the glitch that would have rejected his actual check payments in our system. Subsequently, late fees were also incurred on the account on 3/10/16 for $1.23, which we reversed on 3/23/16 and 4/11/16 for $2.13, reversed on 4/18/16. Please note the final balance due on Mr. [redacted]’s gas account is in the amount of $180.00 due by 5/9/16 for billing periods of 2/10/16, 3/10/16 and 4/11/16 usage. We thank Mr. [redacted] for bringing this matter to our attention as we look forward to better serving him in the future. If additional information is required please contact me. Thank you,Shauntee [redacted]
Thank you for your patience in our response for [redacted] - Revdex.com Complaint #[redacted] regarding disconnection of natural gas service due to nonpayment at the subject address of [redacted] Savage, Minnesota 55378. On June 13, 2016, CenterPoint Energy mailed a Notice of Disconnection to...
you in an attempt to collect a past due balance of $66.54. This Notice expired on June 23, 2016; when no payment was received and no payment arrangements were agreed upon, gas service was disconnected on July 6, 2016. You then contacted CenterPoint Energy on July 7, 2016 to inquire about the amount needed to restore service and stated that you had been making regular payments of $62.00 to CenterPoint Energy since January 2016. Because no such payments were made to your CenterPoint Energy account, our representative asked you to submit a copy of proof of these payments (via fax) to CenterPoint Energy’s Remittance Department so that the payments could be located and applied to your account. You then asked to speak with a supervisor, who also stated that CenterPoint Energy required proof of payments before a reconnection order could be scheduled. On Friday, July 8, 2016, you again contacted CenterPoint Energy to inquire if the fax had been received, but our representative stated that had not been received. Then, on July 11, 2016, you contacted CenterPoint Energy’s Executive Administrative Office regarding the misapplied payment issue. Our office then received a copy of the “proof of payment,” which appeared to show a Payment History screen from a third-party online bill payment service. Further research indicated that four payments (totaling $256.00) were located on the previous account for natural gas service (Account# [redacted]-6) at your property, which is likely due to that account number having been entered when you set up bill payment services. Please note that while CenterPoint Energy offers Online Billing and payment services at www.centerpointenergy.com, the Company typically cannot assist with or modify any bill payment services provided by a third party. If you have not yet done so, please ensure that any future payments you make are submitted to your current account number (Account# [redacted]-3). Your payments were then transferred from Account# [redacted]-6 to your current account (Account# [redacted]-3). The balance on your current account was $324.14 before the payments were applied, which left a remaining balance of $68.14 following the transfer. You then asked that CenterPoint Energy restore your gas service that same day, and, in an attempt to resolve the issue, an exception was granted to restore service outside of CenterPoint Energy’s normal business hours. CenterPoint Energy offered to have our technician call you thirty minutes prior to arrival to coordinate the reconnection; however, when this call was made, our technician received no answer. Our technician then arrived at your home and again attempted to contact you, but received no answer via telephone or at the front door, despite waiting over thirty minutes at your property. On July 12, 2016, you again contacted CenterPoint Energy and asked to have gas service restored. Our representative confirmed the contact phone number and again stated that you would receive a call thirty minutes prior to the technician’s arrival. On July 13, 2016, a CenterPoint Energy technician attempted to reach you via telephone. Although this phone call was unanswered, our technician arrived at your residence, but found that again, no one was at the property. Our technician then waited thirty minutes, but was unable to make contact with you via telephone or at your property. On July 14, 2016, you again contacted our Executive Administrative Offices in an attempt to have gas service restored at your property. A CenterPoint Energy representative confirmed the telephone number on your account and again explained CenterPoint Energy’s call ahead and appointment processes. You stated that you understood, and gas service was successfully reconnected later that day. However, because your account remained past due in the amount of $68.14 following the reconnection of gas service, another Notice of Disconnection was sent on July 14, 2016, which stated that service could be disconnected on or after July 23, 2016. Because no payments or payment arrangements were made, the gas service at your property was disconnected on July 26, 2016. Following this disconnection, you then contacted CenterPoint Energy again on July 26, 2016. Our office explained that the remaining balance on your account was what remained following the transfer of the payments from the incorrect account number. At this time, no further payments have been made to your current account or to the previous account for service at your property, and as such, your natural gas service cannot be reconnected. Prior to receipt of this complaint, CenterPoint Energy was unaware of any potential medical situation at your property. If a resident at your property requires continued natural gas service due to a medical condition, CenterPoint Energy will reconnect gas service at the property if proof of the medical condition (a Certificate of Medical Needs Form signed by a medical professional) is received. Please contact me if such a situation exists at the property. Please note the current charges consist of a past due amount of $68.14, current charges of $15.35 due August 10th, late fee of $1.02 and a reconnection fee that will display on his invoice scheduled to be mailed on August 11th, for $28.00; we only ask for the past due amount in order to restore service. We apologize for any inconvenience that this matter may have caused you; and we thank you for the opportunity to address your concerns as we do appreciate your business. Sincerely, Shauntee [redacted]
Dear Mr. [redacted],We are in receipt of the complaint regarding the above-referenced property. We respectfully ask that this complaint be removed as beyond purview as it is unreasonable to complain about not receiving a call back when all callers were being informed that there were no service...
appointments available.Callers that have a Builder Warranty, Chas Roberts’ Warranty, or CAP Maintenance Plan, or callers with illnesses, elderly or children, and callers with one air conditioning unit were given priority.All calls were responded to in the order they were received. Given the extreme temperatures, as well as the volume of calls, it was not unheard of to not receive a call back as quickly as many homeowners wished, based on the volume of calls. This is the reason why callers were informed that there were no service appointments available, so they could call other contractors.We did in fact contact Mr. [redacted], but he did not answer his return call. By the time he had called back in, he went to the end of the queue. Again, with the volume of messages, and certain customers taking priority – all calls were responded to in the order they were received. If homeowners failed to answer their phone upon the call back, they were in fact moved to the back of the queue.Of special note, Mr. [redacted] actually has two units on his home, which would have not made him a priority in this extreme heat, as well as a manufacturer parts warranty. This warranty can be honored by any licensed contractor as it is a manufacturer warranty. If at any time he was not happy with having to wait, he was more than welcome to contact another service provider.Respectfully,Damon B[redacted]VP of Residential Sales and Service
March 20, 2017 Mr. [redacted]Lakeville, MN. 55044 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 your payment return expense fee in the amount of $10.00According to our records on February 26, 2017, you made an online payment in the amount of $93.84 which later returned no account found or unable to locate on February 27, 2017. It appears that inaccurate payment information was entered, and therefore a return expense fee was assessed in the amount of $10.00.On March 7, 2017, our records reflect that yourspoke a customer service supervisor who agreed to reverse the fee as a onetime courtesy. Please note we apologize for any inconvenience that this matter may have caused you, and we appreciate the opportunity to address this matter on your behalf. Sincerely,Shauntee [redacted]
I am rejecting this response because of three points: 1. This statement: Unfortunately, our representative did not clearly state that RAP coverage does not apply to appliances with pre-existing conditions." is severely understated. The representative advised me to buy the replacement plan and wait for a month to replace the heater after advising me with the problem which I did and now I am waiting longer even to get this issue resolved and the water heater replaced.2. As an apology, you were offered two months compensation for the cost of RAP - this statement is false, the two months off were an offer that center point energy was giving everyone an incentive to join the RAP, that also was stated by the agent during the call about this offer.3. Last but not least, the reason why I am complaining is that I have been paying for Service Plus for about two years so I don't have high unexpected costs like this and I am disappointed and I had to wait more than a month now for this repair, and I expect the information given to me by someone who represents center point energy (the representative) and should hold the business accountable and that's why the supervisor reviewed the call. I wasn't expecting the supervisor to say, I reviewed the call but still will not honor your request.
I am rejecting this response because:
[redacted]
[redacted] Ref:Center Point Energy account:[redacted] My gaz service has been unlawfully disconnected by centerpoint energy (CPE) since july 07 2016 despite the fact that I mad CPE aware that my son’s just had a surgery a [redacted]. And that I’m current on my bill payement . Minnesota law requires utilites to offer their customer a budget plan wich is a way for a customer, to have a bill that remains constant year round.The utility company will calculate your average monthly usage by reviewing the previous 12 months of service.CPE determined based on my usage that my bill will be $62 a month. I never failed to pay my $62 as show on the statement (exibit1) even when my usage is only $15 and evenafter I left the house the past 2 months for better amenities to care for my son. Despite this fact, CPE has systematically charged me late fees and requested that I pay a reconnection fee.The ABOMINATION IS THAT ,THE RECONNECTION FEES ARE ONLY PAID THROUGH A THIRD PARTY, wich ADD 3.00 to the customer’s bill.The $ 3.00 extra fees are shared between CPE and the third party .CPE WILL NOT ALLOW YOU TO PAY THROUH YOUR CHECKING OR SAVINGS ACCOUNT ,BECAUSE CPE WOULD NOT COLLECT ANY EXTRA FEES DOING SO.I’ ve filed a complaint against CPE with CFE regarding such a practice; and joined the long list of CPE customers in a class action law suit. I humbly recommend that , the office of Minnesota Attorney General look into CPE’s practices for a law suit against a reckless company who has the monopoly of the market in my area when it comes to gaz distribution.:I’m left with NO CHOICE BUT TO HAVE CPE as my gas provider. I reserve the right to file a personal law suit against CPE. [redacted]
[redacted]
Re: Revdex.com Complaint # [redacted] Ms. [redacted]: Thank you for your...
patience in our response to your complaint filed with the Revdex.com (Revdex.com) regarding your final adjusted gas bill for the address of [redacted] Eden Prairie, Minnesota 55347. On November 10, 2017, you contacted CenterPoint Energy advising that you made a previous online request to cancel gas service at the subject address for the effective date of September 1, 2017. You requested that CenterPoint Energy remove charges incurred from the periods of September 1, 2017 through September 24, 2017. On November 14, 2017, the final monthly invoice was reversed and corrected. The billing periods of August 15, 2017 through September 24, 2017, were reversed and corrected to reflect the billing periods of August 15, 2017 through September 1, 2017. The initial invoice billed you for gas consumption charges from August 15, 2017 through September 14, 2017 and reflected 10 therms used, for a bill amount of $19.61; the following charges were from September 14, 2017 through September 24, 2017, billed for 6 therms used in the amount of $9.98. After correction was made to the account on November 14, 2017, the rebill corrected the final billing period of August 15, 2017 through September 1, 2017 to reflect 5 therms used for final balance of $11.72. Please note your account had a credit balance of -$17.76, as a result of the initial billing another payment was taken in the amount of $146.14, which we apologize for. This error brought your account to a credit balance of -$163.90. Our records reflect that your credit balance was refunded to you November 22, 2017. We apologize for any inconvenience this matter may have caused, as we thank you for the opportunity to address your concerns presented in your complaint. Based on the information present we do not believe any further actions are warranted. Thank you, Shauntee [redacted]
I am rejecting this response because:I do not know the account number, the services I am being charged for were looked up by Center Point Energy using the address on the account. I contacted Xcel Energy and was informed that they do not have anything to do with the "Home Service Plus" account with Center Point Energy in which I am being charged for via my utility bill with Xcel Energy.The address in question:[redacted]Cottage Grove, MN 55016
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Ms. [redacted] located at the address of [redacted] in Victoria, MN 55386. We ask that you please refer to the above attachment regarding Ms. [redacted]’s response to her claim # [redacted] filed. If you have...
questions please contact me. Sincerely, Shauntee [redacted]
Initial Business Response /* (1000, 12, 2015/07/28) */
[redacted]Document Attached[redacted]
July 27, 2015
Mr. [redacted]
Litchfield, MN 55355-2719
Mr. [redacted]:
This letter responds to your complaint the Revdex.com of Minnesota regarding the balance owed on your...
account.
CenterPoint Energy records show that your balance is currently $674.03; $657.66 of which is past due. To demonstrate how this balance occurred, I have attached a document which shows the total amounts billed to your account. This includes:
Gas Charges: $1,286.41
Late Fees: $38.01
Appliance Repair $423.11
Reconnection Fee: $22.50
The total amount billed to your account since your service began on June 1, 2013, is $1,770.03. During that time, you have submitted payments totaling $1,096. The difference between the amount billed and the amount you have paid is $674.03, which is your current total balance owed.
Please note that your gas service is currently eligible for disconnection for a past due balance of $370.55 in gas charges.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 14, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
OK so now were is the part of all the money that I have paid because I have paid allot more then that. See that is another thing that you guys can send let alone show proof of all the charges and billed paid. Were is all that proof?
Final Consumer Response /* (3000, 19, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again you guys can not do what is asked, I have asked several times now for a detailed copy of everything billed and everything paid. And you guys cant do that. I know that we don't owe that much. I attached on 8-5-15 a copy of my last bill clearly stated that you say I owe $744.03 but you say I owe $674.03. plus you guys are trying to charge me $300 dollar for a cancelled installment. First off it was never cancelled and you cant charge someone that. And I want a detailed bill on everything owed and everything payed. I know for a faked that we don't owe you this much money because when I set up the installment plan my bill would have been paid off this month 8-9-15. Per my conversation with the Representative on the phone 5 months ago and my bill was then $456.00
Final Business Response /* (4000, 21, 2015/08/19) */
I have attached an account history of charges and payments made to your account.
I am rejecting this response because: After calling for balance information I was told I am still past due and my payment I must make is...
$124. I checked the account online it states the same. My account is past due and payment due is $124. After previous treatment and calls from this company I do not feel comfortable acceping an email resolution unless it is verified by a corrected billing or at least an update to customer service so they can verify an adjustment was actually made.