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.
Initial Business Response /* (1000, 5, 2015/09/24) */
September 24, 2015
Mr. [redacted]
Minneapolis, MN 55429
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your air conditioner by...
Home Service Plus (HSP).
Your complaint notes that your air conditioner was no longer functional after our technician's visit on September 16, 2015. Our records show that our HSP technician visited your home and repaired the air conditioner on September 18. We also gave a second opinion to the previous diagnosis of your furnace repair on September 23, 2015.
As you note, you were charged $115 for the cost of the repair to your air conditioner. However, our supervisor has since credited your account for four months of the monthly HSP cost, or a total of $118.60. This amount covers the cost of the air conditioner repair.
I would like to apologize for the difficulties you have experienced in scheduling this repair. However, because the cost of the repair has been credited to your account, CenterPoint Energy considers this matter resolved.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
I am rejecting this response because:
I spoke with Greta [redacted] (who, for the first and only time, called me AFTER the Revdex.com complaint was submitted). And, what she meant by the "investigation revealed" (in their letter) is that the "Technician said" the leak was caused by a "pin hole" in the rubber connector hose. It's questionable that any claim, especially one of this amount, is left to the "word of the Technician" to determine liability. NO "investigation" was conducted, and in addition to their very poor communication, that is our main complaint.Greta [redacted] cannot tell me whether or not the video (we provided) was watched. Whenever CenterPoint Energy (HSP) will review the attached video, they'll find that the connector hose their Technician claims is responsible for the leak, isn't even leaking water (which can even lead to the conclusion that the Technician is possibly responsible for putting the hole in the hose when disconnecting it from the pump/motor).From their response letter, I strongly reject that "CNP provided service ... and will not consider ... reimbursement of 42 months of service call fees." Here's why: 1) this was our very first service call, 2) the service wasn't satisfactory (as the dishwasher still doesn't work!!!), and 3) according to the law, if "service insurance money" is collected and the customer isn't satisfied, those fees are due as a refund. So while she is correct that they "provided service," it's not near correct that it was satisfactory service (otherwise there wouldn't have been 12 service calls and a dishwasher that still does not work!).Sincerely,[redacted]s(PS - It would be nice if a company that has collected this much money from us could get my name right ... it's spelled 2 different ways in their letter - [redacted] and [redacted] - BOTH wrong!)
May 6, 2016 Mr. [redacted] Minneapolis, MN 55401-2743 Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding payment arrangements for your account for natural gas service at [redacted], [redacted], Minneapolis,...
Minnesota 55401. Our records show your account is currently $81.68 past due. I have entered an extension on your account until June 6, 2016, to prevent disconnection of your natural gas service. If you wish to setup payment arrangements, please visit our website at http://www.centerpointenergy.com/selfservice. If you require continued natural gas service due to a medical situation, your account may be eligible for protection from disconnection. If this is the case, please contact me so that a Certificate of Medical Needs can be sent. If you have any questions, please contact me by responding to this complaint or via email at: [email protected]. Sincerely, Robin H Regulatory Liaison CenterPoint Energy ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It concurs with the letter that they directly sent me, as well as the letter received from the Attorney General. Thank you for your help!SW
I am rejecting this response because: MS.[redacted] INFORMATION SHE IS PROVIDING IS INCORRECT, I CONTACTED THE SERVICE PLUS DEPARTMENT ON THURSDAY 12/29/16 THEY SENT OUT A TECHNICIAN BRUCE#[redacted] TO SERVICE THE CALL. HE CHECKED THE FURNANCE AND INDICATED THAT THE INDUCER MOTOR WAS OUT, HE THEN WENT TO CHECK TO SEE IF HE COULD GET ONE, WHEN HE CAME BACK HE LET ME KNOW THAT ONE HAD TO BE ORDERD AND WOULD NOT BE DELIVERD FOR UP TO A COUPLE DAYS. I CALLED THE NEXT DAY SPOKE TO SHAWN HE SAID THAT BECAUSE THE CENTERPOINT PARTS DEPARTMENT WAS CLOSED FOR THE HOLIDAYS THAT A DELIVERY COMPANY WOULD BE BRINGING THE PART, I CALLED LATER THAT DAY SPOKE WITH PEGGY WHO GAVE ME THE NUMBER TO THE CENTERPOINT PART DEPARTMENT ###-###-####, BECAUSE SHE SAID IT WAS OPEN. I CALLED THROUGH THE WEEKEND SPEAKING TO SEVERAL OTHER AGENTS JAKE/DAVID/TERESA INDICATING, THAT IT WAS BEING DELIVERD OR IT HAD BEEN DELIVERD WHICH I DON'T THINK THEY KNEW WHERE THE PARTS WAS. ME AND OR MY TENANTS WERE HOME FRIDAY, SATURDAY AND SUNDAY AND NO PACKAGE SHOWED UP UNTIL MONDAY 1/2/17 WHEN I CALLED AND SPOKE WITH DALE IN THE PARTS DEPARTMENT WHO SENT THE INDUCER MOTOR TO ME AT 4:50PM AND THE TECHNICIAN GOT OUT TO ME AT 11:30PM.
Revdex.com:I still believe that customers who's service wasn't taken care of the first time should get first in line.. or have a specialty group that just deals with incorrect work.. I had to wait 5 days each time it was wrong. Think about that and make a postivie change for your customers. I get mistakes happen but the first thing a company shpuld be doing is getting back to the customer who's work was incorrectly done first. Not making them wait like it is their fault. You're suppose to be the professionals. Period.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for your patience in our response to Revdex.com complaint# [redacted] listed in the name of [redacted] located at the address of [redacted] Minneapolis, MN 55434. According to our records on Tuesday, 7/5/16 Mr. [redacted] contacted CNP Customer Service to request a high bill...
complaint investigation. Our CNP representative advised Mr. [redacted] that the order would be scheduled for the same day; adding a phone call ahead on the order requested. However, upon our Field Services receiving the High Bill Investigation request, it was then determined that the subject location had an older ERT (Electronic Remote Transmitter) device on the gas meter, and it was time for an upgrade; therefore the appointment was rescheduled for the next day on 7/6/16. Please note on 7/6/16, our field technician obtained a gas meter and ERT reading of 4242, which confirmed that the last invoiced meter reading of 4228 on 6/21/16 as accurate. Mr. [redacted] ERT gas metering device was successfully exchanged with an upgraded model. Please understand our normal policies and processing timeframes on High Bill Investigations and ERT exchange requests does not require the presence of anyone as long as the meter is accessible; and the orders are normally worked 3-5 days out from the date requested. We sincerely apologize for any inconvenience that this matter may have caused you. We have issued a credit in the amount of $25.00 as onetime courtesy of goodwill toward your gas account. Please know expectations of improvement have been clearly communicated to the representative who failed to provide accurate information. We thank you for your business and we look forward to better serving you in the future. Sincerely, Shauntee [redacted]
May 1, 2017 Mr. [redacted] Elk River, MN 55330 Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding Home Service Plus (HSP) service for your property at [redacted], Elk River, Minnesota...
55330. CenterPoint Energy records show that you enrolled in the HSP Total Repair Plan on April 11, 2016, at a cost of $43.95 per month. Since that time, HSP has visited your home to perform repairs on your dryer and your refrigerator, as you mention. Please note that the cost of the repairs to your dryer without the Repair Plan would have been: $115.00 Initial trip charge and diagnosis $163.65 Parts cost $ 90.00 Labor to install parts $368.65 Total cost CenterPoint Energy records also show that HSP investigated an issue with your refrigerator’s ice dispenser on April 24, 2017. Unfortunately, the water filter and ice dispenser are not covered by the Repair Plan, although the cost of the diagnosis was covered ($115). At this time, your HSP Repair Plan has been cancelled. Your account will not be charged for the “trip charge” to diagnose the issue with your refrigerator. However, CenterPoint Energy respectfully declines your request to refund the cost of the Repair Plan. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
Mr. [redacted]:Our billing system will not reflect this credit until the next invoice is printed. The credit to your account will be displayed on your subsequent invoice which is due to print April 25 (and will be due in May). The account balance of $81.32 is due on April 21 as stated in our previous response.Sincerely,Robin HCenterPoint Energy
June 3, 2016 Mr. [redacted] Minneapolis, MN 55408-2127 Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of the air conditioning system by Home Service Plus (HSP) at [redacted],...
Minneapolis, Minnesota 55408. CenterPoint Energy records show that your air conditioning “mini-split” system was sold and installed by HSP in July 2005. HSP has made multiple repairs to this system since installation, but in May 2016, HSP technicians found that the appliance may be unrepairable, due to the fact that required parts are no longer manufactured. However, multiple HSP technicians returned to your property on June 1 to further investigate this issue and repair the appliance, which was successfully repaired and tested to function properly. Please note that the total cost of these repairs (parts and labor) was $1,436.17, but that you were charged for only the cost of your HSP Repair Plan. If you have any further questions regarding this issue, please contact me. Sincerely, Robin H Regulatory LiaisonCenterPoint Energy
October 26, 2017[redacted]Mr. [redacted]:Thank you for your patience in our response to your complaint filed with the Revdex.com (Revdex.com) regarding your claim (VPP2017042588) for your hot water heater located at the...
address of [redacted], Minnesota 55423.According to our records, on October 12, 2017, CenterPoint Energy’s contractor (Michel’s Corporation) replaced a service line in your area, which serves your address. The next day you contacted our Customer Service Department and stated that the work performed underground caused your water heater to leak. A technician came out the same day, confirmed that the water heater was leaking from the top, shut off the water and gas to the water heater tank, and advised you that he would forward this matter to his supervisor for handling.Upon receipt of your complaint to our office, your concerns and request for reimbursement were forwarded to CenterPoint Energy and Michel’s Corporation Claims Departments for investigation.On October 20, 2017 CenterPoint Energy and its contractors denied your claim in person. The field representative explained that Michel’s Corporation and CenterPoint Energy were not responsible for the issues with your hot water heater. The contractor’s investigation and findings determined the work that was performed took place on the opposite side of your home and approximately 50 feet away from the affected area.We apologize for any inconvenience that this matter may have caused; however, based on the information provided, we are unable to consider this claim for payment.Thank you,Shauntee [redacted]
September 16, 2016 [redacted] Mr. [redacted] This letter responds to your complaint to the Revdex.com (Revdex.com) regarding disconnection of natural gas service due to nonpayment at [redacted]. On August 1 and 4, 2016, CenterPoint Energy provided documentation that your account remains in arrears (in the amount of $119.69) even after four payments of $62 were located and transferred to your account on July 12, 2016. As you know, your payments were submitted to the previous account holder’s account number at your address and not to your account (Account# [redacted]). If you utilize a third-party bill payment service, you must update the account information so that your payments are remitted to your account. CenterPoint Energy has no control over third party bill payment services and no control over which account our customers designate for payment. On multiple occasions since July 2016, our representatives have informed you of the necessity of submitting payments to your account and not to another account number. Please note that while CenterPoint Energy requires a verified form of payment for reconnection of natural gas service (credit card, cashier’s check or money order, or verified payment at a paystation), customers are not required to pay through a third-party vendor and are not required to pay any additional fees other than a $28 reconnection fee. However, also note that if payment is received in an unverified form (such as personal check), there is a 10 day waiting period for the payment to be confirmed. At this time, your account remains past due, as no payments have been received since July 2016. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Mr. [redacted] M. [redacted] for the service address of [redacted], Minneapolis, MN listed in the name of [redacted]. You indicated in your complaint that Center Point Energy is billing [redacted]...
[redacted] for $ 260.53 for gas consumption at the property located at [redacted], Minneapolis MN 55412, which belonged to the tenant by the name of [redacted] living at the property during the time frame the charges were incurred. Please note our investigation revealed on March 3, 2016 Ms. [redacted] contacted CenterPoint Energy Customer Service and requested a move out/cancelation of gas service for the subject address of [redacted], to take effect immediately. [redacted] is listed as the owner of this property per Hennepin County property records. A landlord agreement, which automatically starts service in the name of [redacted] Please understand that because a Landlord Agreement exists on your account, if a tenant requests that CenterPoint Energy close their account, our system will automatically bill the owner’s account in order to avoid interruption of service. You also advised in your above complaint that you were not responsible for the amount due of $260.53. The amount of $260.53 consists of the following billing periods: [redacted] ...⇄ [redacted] 3/3/16 – 4/1/16 ...⇄ 12/6/15 – 12/15/16 4/1/16-4/14/16 Total: $181.27 �...⇄ Total: $81.84 CenterPoint Energy’s investigation has determined that this balance is valid and collectible. We thank you for the opportunity to address the concerns presented in this complaint and we apologize for any inconvenience or confusion it may have caused. Sincerely, Shauntee [redacted]
Initial Business Response /* (1000, 8, 2015/08/11) */
August 10, 2015
[redacted]
[redacted]
St Francis, MN 55070
Dear Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) in which you stated CenterPoint Energy did not show up in the timeline...
provided to you to reconnect your gas services.
In your complaint you stated that CenterPoint Energy did not show up within the designated time for your reconnection order. This was true for your first appointment. The following appointments were missed, because you were unable to be home for the full day reconnection window.
When we received your complaint your gas service was still disconnected. As you know, I called you the day we received this to schedule a reconnection of gas services. I was able to provide you with a four hour window for your reconnection, and your gas service was reconnected on July 31, 2015.
You may contact me directly if you have any further concerns.
Sincerely,
Dominic A.
Customer Services
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/08/21) */
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I would point out that the technician scheduled for the second visit (March 13th) did not show up. The ACI test was coincidentally scheduled for the same day, but the purpose for that was not to repair the meter. Nonetheless, CenterPoint's resolution is satisfactory to me, and thanks to Robin H. for his efforts in that regard.
October 17, 2016 Regarding Complaint ID: [redacted] Nicole N[redacted] Scottsdale, AZ 85260 Dear Ms. N[redacted], We are in receipt of the complaint regarding the above-referenced property. We do want to apologize for the numerous service calls at your property. We did...
have our service supervisor, Mike S[redacted] out to your home on October 14th, 2016, along with the representative from [redacted] the manufacturer of your equipment. At this visit the manufacturer representative did confirm our diagnosis that the Thermo Expansion Valve was faulty. We had ordered that part on October 12th, 2016, at our prior visit, so we were able to replace it for you at the time of service. Respectfully, Damon B[redacted] VP of Residential Sales and Service
April 11, 2016 Mr. [redacted] Farmington, MN 55024-9030 Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your range at [redacted], Farmington, Minnesota 55024. As noted in your complaint, you...
requested that Home Service Plus (HSP) repair the range at your property in March 2016. CenterPoint Energy records show that HSP technicians then made three visits to your home in an attempt to repair your range, but despite multiple repair visits, HSP was unable to complete the repair, as the parts required are no longer manufactured. CenterPoint Energy records also show that you signed up for the HSP Repair Plan in January 2016. You have been charged only a total of $19.50 for the HSP Repair Plan, as the cost of the first two months of the contract were free as part of a promotion. To resolve this issue, I have removed the outstanding HSP charges of $19.50 from your account. Please note that the total cost of the attempted repairs (parts and labor) would have been $495.00 if you had not carried the HSP Repair Plan. This amount will not be charged to you. If you have any further questions, please contact me. Sincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted]
Initial Business Response /* (1000, 5, 2015/04/28) */
April 28, 2015
Mr. [redacted]
[redacted]
Minneapolis, MN 55411-3643
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the balance on your account for natural gas...
service at [redacted] Minneapolis, Minnesota 55411.
Your complaint notes that the balance on your account is incorrect and that CenterPoint Energy has been unable to explain the total balance owed in a satisfactory manner. To help explain your current balance, I have attached a document which outlines your account history (charges assessed and payments made) since October 2012.
Your account has been rolled in CenterPoint Energy's Budget Billing Plan (BBP) on three occasions since October 2012. The BBP invoices the average cost of gas throughout the course of the year and is updated every six months to account for changes in gas usage, weather, and the cost of gas. The BBP is not a money saving program; although you pay less than your actual cost of gas during the heating season, the difference is made up during non-heating season months when you pay more than the actual amount of gas used each month. This amount is tracked on the left side of your bill and is known as the "deferred balance."
You first enrolled in BBP in December 2012 in the amount of $107 per month. However, because your account owed $307.97 upon enrollment, $200.97 was deferred into your BBP. As you will note from the attached document, you were billed $107 per month until July 2013, when the BBP amount increased to $143 per month. Please note that CenterPoint Energy customers are de-enrolled from BBP if two month's payments are missed. You were de-enrolled from BBP in October 2013 and the deferred balance of $99.47 was applied to your account.
The Billing Statement provided also shows that you enrolled in BBP again in November 2013 at $123 per month. At that time, the past due balance of $273.28 was placed into the BBP's deferred balance. When your account was de-enrolled from BBP in March 2014 due to late payments, the deferred total balance of $599.21 was applied to your current balance of $650.20, for a total of $1249.41 owed. Again, the attached Statement shows how this total accumulated in the Actual Usage and Deferred Balance columns.
Finally, your account balance has been set up in an installment plan to pay off the total arrears of $1,147.69 over the next twelve months.
Currently, $200 is due by May 6, 2015, as you agreed when you spoke with our Credit Department Representative on April 21, 2015. After this initial installment, your bills will be $102 for your BBP amount, and $98 for each subsequent installment. Please note that your BBP may adjust in six months.
If you have any further questions, please contact me.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 7, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This still does not explain why I have received two billing statements showing a credit of over $1,000 dollars and when I call all of a sudden the credit was a "mistake" and in-fact I do owe more money each time. This also does not resolve the issue of my time that has been extremely wasted dealing with incompetent employees. I would like something done in my favor.
Thank you,
[redacted]
Final Business Response /* (4000, 9, 2015/05/07) */
Ms. [redacted]:
Although you were sent invoices with incorrect amounts listed in the "Total Amount Due" column, the balance owed is still valid and collectible. The amounts listed incorrectly were due to a processing error with your Budget Billing Plan which has since been corrected.
However, in light of this error, I have removed a late fee from your account, in the amount of $16.95. As a result, your current billed amount will be $183.05, due June 3, 2015.
Please let me know if you have further questions.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
Final Consumer Response /* (2000, 11, 2015/05/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/02) */
June 2, 2015
Mr. [redacted]
Ms. [redacted]
Monticello, MN 55362
Mr. [redacted]:
This message responds to your complaint to the Revdex.com of Minnesota regarding issues with your monthly invoices for...
natural gas, Home Service Plus, and the cost of the air conditioner purchased for your property at[redacted], Monticello, Minnesota 55362.
Your complaint makes note of issues involving CenterPoint Energy's monthly statements, including that the account is now in arrears and that the gas service is in danger of disconnection. You also questioned how payments have been applied. To better explain the account status, I have included a Billing Statement (PDF document) which explains the last twelve month's billing and payment history.
Please note that although monthly payments were regularly received prior to this statement, within the last twelve months, the account has been in arrears beginning in October 2014. Although CenterPoint Energy has invoiced the account for gas charges (for the Budget Billing Plan as mentioned in your message), the Home Service Plus (HSP) Repair Plan, and the cost of the air conditioner purchased in 2011, payments since October 2014 have not been sufficient to cover the entire cost of the monthly bills. The situation was exacerbated by lack of payment in February or March 2015.
At this time, the balance owed on the account is $927.45, which is the amount of the last invoice ($986.45) less your payment of $59 received on May 26. The total amount of gas charges owed is currently $265.58, which I have extended through June 8, 2015, to avoid disconnection of the gas service and to allow time to resolve your complaint.
If you wish to discuss payment arrangements for this account, or if you have further questions, please contact me directly via email or via telephone at the number below. I look forward to hearing from you.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
[redacted]
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.
Initial Business Response /* (1000, 5, 2015/09/24) */
September 24, 2015
Mr. [redacted]
Minneapolis, MN 55429
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your air conditioner by...
Home Service Plus (HSP).
Your complaint notes that your air conditioner was no longer functional after our technician's visit on September 16, 2015. Our records show that our HSP technician visited your home and repaired the air conditioner on September 18. We also gave a second opinion to the previous diagnosis of your furnace repair on September 23, 2015.
As you note, you were charged $115 for the cost of the repair to your air conditioner. However, our supervisor has since credited your account for four months of the monthly HSP cost, or a total of $118.60. This amount covers the cost of the air conditioner repair.
I would like to apologize for the difficulties you have experienced in scheduling this repair. However, because the cost of the repair has been credited to your account, CenterPoint Energy considers this matter resolved.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
I am rejecting this response because:
I spoke with Greta [redacted] (who, for the first and only time, called me AFTER the Revdex.com complaint was submitted). And, what she meant by the "investigation revealed" (in their letter) is that the "Technician said" the leak was caused by a "pin hole" in the rubber connector hose. It's questionable that any claim, especially one of this amount, is left to the "word of the Technician" to determine liability. NO "investigation" was conducted, and in addition to their very poor communication, that is our main complaint.Greta [redacted] cannot tell me whether or not the video (we provided) was watched. Whenever CenterPoint Energy (HSP) will review the attached video, they'll find that the connector hose their Technician claims is responsible for the leak, isn't even leaking water (which can even lead to the conclusion that the Technician is possibly responsible for putting the hole in the hose when disconnecting it from the pump/motor).From their response letter, I strongly reject that "CNP provided service ... and will not consider ... reimbursement of 42 months of service call fees." Here's why: 1) this was our very first service call, 2) the service wasn't satisfactory (as the dishwasher still doesn't work!!!), and 3) according to the law, if "service insurance money" is collected and the customer isn't satisfied, those fees are due as a refund. So while she is correct that they "provided service," it's not near correct that it was satisfactory service (otherwise there wouldn't have been 12 service calls and a dishwasher that still does not work!).Sincerely,[redacted]s(PS - It would be nice if a company that has collected this much money from us could get my name right ... it's spelled 2 different ways in their letter - [redacted] and [redacted] - BOTH wrong!)
May 6, 2016 Mr. [redacted] Minneapolis, MN 55401-2743 Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding payment arrangements for your account for natural gas service at [redacted], [redacted], Minneapolis,...
Minnesota 55401. Our records show your account is currently $81.68 past due. I have entered an extension on your account until June 6, 2016, to prevent disconnection of your natural gas service. If you wish to setup payment arrangements, please visit our website at http://www.centerpointenergy.com/selfservice. If you require continued natural gas service due to a medical situation, your account may be eligible for protection from disconnection. If this is the case, please contact me so that a Certificate of Medical Needs can be sent. If you have any questions, please contact me by responding to this complaint or via email at: [email protected]. Sincerely, Robin H Regulatory Liaison CenterPoint Energy ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It concurs with the letter that they directly sent me, as well as the letter received from the Attorney General. Thank you for your help!SW
I am rejecting this response because: MS.[redacted] INFORMATION SHE IS PROVIDING IS INCORRECT, I CONTACTED THE SERVICE PLUS DEPARTMENT ON THURSDAY 12/29/16 THEY SENT OUT A TECHNICIAN BRUCE#[redacted] TO SERVICE THE CALL. HE CHECKED THE FURNANCE AND INDICATED THAT THE INDUCER MOTOR WAS OUT, HE THEN WENT TO CHECK TO SEE IF HE COULD GET ONE, WHEN HE CAME BACK HE LET ME KNOW THAT ONE HAD TO BE ORDERD AND WOULD NOT BE DELIVERD FOR UP TO A COUPLE DAYS. I CALLED THE NEXT DAY SPOKE TO SHAWN HE SAID THAT BECAUSE THE CENTERPOINT PARTS DEPARTMENT WAS CLOSED FOR THE HOLIDAYS THAT A DELIVERY COMPANY WOULD BE BRINGING THE PART, I CALLED LATER THAT DAY SPOKE WITH PEGGY WHO GAVE ME THE NUMBER TO THE CENTERPOINT PART DEPARTMENT ###-###-####, BECAUSE SHE SAID IT WAS OPEN. I CALLED THROUGH THE WEEKEND SPEAKING TO SEVERAL OTHER AGENTS JAKE/DAVID/TERESA INDICATING, THAT IT WAS BEING DELIVERD OR IT HAD BEEN DELIVERD WHICH I DON'T THINK THEY KNEW WHERE THE PARTS WAS. ME AND OR MY TENANTS WERE HOME FRIDAY, SATURDAY AND SUNDAY AND NO PACKAGE SHOWED UP UNTIL MONDAY 1/2/17 WHEN I CALLED AND SPOKE WITH DALE IN THE PARTS DEPARTMENT WHO SENT THE INDUCER MOTOR TO ME AT 4:50PM AND THE TECHNICIAN GOT OUT TO ME AT 11:30PM.
Revdex.com:I still believe that customers who's service wasn't taken care of the first time should get first in line.. or have a specialty group that just deals with incorrect work.. I had to wait 5 days each time it was wrong. Think about that and make a postivie change for your customers. I get mistakes happen but the first thing a company shpuld be doing is getting back to the customer who's work was incorrectly done first. Not making them wait like it is their fault. You're suppose to be the professionals. Period.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for your patience in our response to Revdex.com complaint# [redacted] listed in the name of [redacted] located at the address of [redacted] Minneapolis, MN 55434. According to our records on Tuesday, 7/5/16 Mr. [redacted] contacted CNP Customer Service to request a high bill...
complaint investigation. Our CNP representative advised Mr. [redacted] that the order would be scheduled for the same day; adding a phone call ahead on the order requested. However, upon our Field Services receiving the High Bill Investigation request, it was then determined that the subject location had an older ERT (Electronic Remote Transmitter) device on the gas meter, and it was time for an upgrade; therefore the appointment was rescheduled for the next day on 7/6/16. Please note on 7/6/16, our field technician obtained a gas meter and ERT reading of 4242, which confirmed that the last invoiced meter reading of 4228 on 6/21/16 as accurate. Mr. [redacted] ERT gas metering device was successfully exchanged with an upgraded model. Please understand our normal policies and processing timeframes on High Bill Investigations and ERT exchange requests does not require the presence of anyone as long as the meter is accessible; and the orders are normally worked 3-5 days out from the date requested. We sincerely apologize for any inconvenience that this matter may have caused you. We have issued a credit in the amount of $25.00 as onetime courtesy of goodwill toward your gas account. Please know expectations of improvement have been clearly communicated to the representative who failed to provide accurate information. We thank you for your business and we look forward to better serving you in the future. Sincerely, Shauntee [redacted]
May 1, 2017 Mr. [redacted] Elk River, MN 55330 Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding Home Service Plus (HSP) service for your property at [redacted], Elk River, Minnesota...
55330. CenterPoint Energy records show that you enrolled in the HSP Total Repair Plan on April 11, 2016, at a cost of $43.95 per month. Since that time, HSP has visited your home to perform repairs on your dryer and your refrigerator, as you mention. Please note that the cost of the repairs to your dryer without the Repair Plan would have been: $115.00 Initial trip charge and diagnosis $163.65 Parts cost $ 90.00 Labor to install parts $368.65 Total cost CenterPoint Energy records also show that HSP investigated an issue with your refrigerator’s ice dispenser on April 24, 2017. Unfortunately, the water filter and ice dispenser are not covered by the Repair Plan, although the cost of the diagnosis was covered ($115). At this time, your HSP Repair Plan has been cancelled. Your account will not be charged for the “trip charge” to diagnose the issue with your refrigerator. However, CenterPoint Energy respectfully declines your request to refund the cost of the Repair Plan. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
Mr. [redacted]:Our billing system will not reflect this credit until the next invoice is printed. The credit to your account will be displayed on your subsequent invoice which is due to print April 25 (and will be due in May). The account balance of $81.32 is due on April 21 as stated in our previous response.Sincerely,Robin HCenterPoint Energy
June 3, 2016 Mr. [redacted] Minneapolis, MN 55408-2127 Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of the air conditioning system by Home Service Plus (HSP) at [redacted],...
Minneapolis, Minnesota 55408. CenterPoint Energy records show that your air conditioning “mini-split” system was sold and installed by HSP in July 2005. HSP has made multiple repairs to this system since installation, but in May 2016, HSP technicians found that the appliance may be unrepairable, due to the fact that required parts are no longer manufactured. However, multiple HSP technicians returned to your property on June 1 to further investigate this issue and repair the appliance, which was successfully repaired and tested to function properly. Please note that the total cost of these repairs (parts and labor) was $1,436.17, but that you were charged for only the cost of your HSP Repair Plan. If you have any further questions regarding this issue, please contact me. Sincerely, Robin H Regulatory LiaisonCenterPoint Energy
October 26, 2017[redacted]Mr. [redacted]:Thank you for your patience in our response to your complaint filed with the Revdex.com (Revdex.com) regarding your claim (VPP2017042588) for your hot water heater located at the...
address of [redacted], Minnesota 55423.According to our records, on October 12, 2017, CenterPoint Energy’s contractor (Michel’s Corporation) replaced a service line in your area, which serves your address. The next day you contacted our Customer Service Department and stated that the work performed underground caused your water heater to leak. A technician came out the same day, confirmed that the water heater was leaking from the top, shut off the water and gas to the water heater tank, and advised you that he would forward this matter to his supervisor for handling.Upon receipt of your complaint to our office, your concerns and request for reimbursement were forwarded to CenterPoint Energy and Michel’s Corporation Claims Departments for investigation.On October 20, 2017 CenterPoint Energy and its contractors denied your claim in person. The field representative explained that Michel’s Corporation and CenterPoint Energy were not responsible for the issues with your hot water heater. The contractor’s investigation and findings determined the work that was performed took place on the opposite side of your home and approximately 50 feet away from the affected area.We apologize for any inconvenience that this matter may have caused; however, based on the information provided, we are unable to consider this claim for payment.Thank you,Shauntee [redacted]
September 16, 2016 [redacted] Mr. [redacted] This letter responds to your complaint to the Revdex.com (Revdex.com) regarding disconnection of natural gas service due to nonpayment at [redacted]. On August 1 and 4, 2016, CenterPoint Energy provided documentation that your account remains in arrears (in the amount of $119.69) even after four payments of $62 were located and transferred to your account on July 12, 2016. As you know, your payments were submitted to the previous account holder’s account number at your address and not to your account (Account# [redacted]). If you utilize a third-party bill payment service, you must update the account information so that your payments are remitted to your account. CenterPoint Energy has no control over third party bill payment services and no control over which account our customers designate for payment. On multiple occasions since July 2016, our representatives have informed you of the necessity of submitting payments to your account and not to another account number. Please note that while CenterPoint Energy requires a verified form of payment for reconnection of natural gas service (credit card, cashier’s check or money order, or verified payment at a paystation), customers are not required to pay through a third-party vendor and are not required to pay any additional fees other than a $28 reconnection fee. However, also note that if payment is received in an unverified form (such as personal check), there is a 10 day waiting period for the payment to be confirmed. At this time, your account remains past due, as no payments have been received since July 2016. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Mr. [redacted] M. [redacted] for the service address of [redacted], Minneapolis, MN listed in the name of [redacted]. You indicated in your complaint that Center Point Energy is billing [redacted]...
[redacted] for $ 260.53 for gas consumption at the property located at [redacted], Minneapolis MN 55412, which belonged to the tenant by the name of [redacted] living at the property during the time frame the charges were incurred. Please note our investigation revealed on March 3, 2016 Ms. [redacted] contacted CenterPoint Energy Customer Service and requested a move out/cancelation of gas service for the subject address of [redacted], to take effect immediately. [redacted] is listed as the owner of this property per Hennepin County property records. A landlord agreement, which automatically starts service in the name of [redacted] Please understand that because a Landlord Agreement exists on your account, if a tenant requests that CenterPoint Energy close their account, our system will automatically bill the owner’s account in order to avoid interruption of service. You also advised in your above complaint that you were not responsible for the amount due of $260.53. The amount of $260.53 consists of the following billing periods: [redacted] ...⇄ [redacted] 3/3/16 – 4/1/16 ...⇄ 12/6/15 – 12/15/16 4/1/16-4/14/16 Total: $181.27 �...⇄ Total: $81.84 CenterPoint Energy’s investigation has determined that this balance is valid and collectible. We thank you for the opportunity to address the concerns presented in this complaint and we apologize for any inconvenience or confusion it may have caused. Sincerely, Shauntee [redacted]
Initial Business Response /* (1000, 8, 2015/08/11) */
August 10, 2015
[redacted]
[redacted]
St Francis, MN 55070
Dear Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) in which you stated CenterPoint Energy did not show up in the timeline...
provided to you to reconnect your gas services.
In your complaint you stated that CenterPoint Energy did not show up within the designated time for your reconnection order. This was true for your first appointment. The following appointments were missed, because you were unable to be home for the full day reconnection window.
When we received your complaint your gas service was still disconnected. As you know, I called you the day we received this to schedule a reconnection of gas services. I was able to provide you with a four hour window for your reconnection, and your gas service was reconnected on July 31, 2015.
You may contact me directly if you have any further concerns.
Sincerely,
Dominic A.
Customer Services
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/08/21) */
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I would point out that the technician scheduled for the second visit (March 13th) did not show up. The ACI test was coincidentally scheduled for the same day, but the purpose for that was not to repair the meter. Nonetheless, CenterPoint's resolution is satisfactory to me, and thanks to Robin H. for his efforts in that regard.
October 17, 2016 Regarding Complaint ID: [redacted] Nicole N[redacted] Scottsdale, AZ 85260 Dear Ms. N[redacted], We are in receipt of the complaint regarding the above-referenced property. We do want to apologize for the numerous service calls at your property. We did...
have our service supervisor, Mike S[redacted] out to your home on October 14th, 2016, along with the representative from [redacted] the manufacturer of your equipment. At this visit the manufacturer representative did confirm our diagnosis that the Thermo Expansion Valve was faulty. We had ordered that part on October 12th, 2016, at our prior visit, so we were able to replace it for you at the time of service. Respectfully, Damon B[redacted] VP of Residential Sales and Service
April 11, 2016 Mr. [redacted] Farmington, MN 55024-9030 Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your range at [redacted], Farmington, Minnesota 55024. As noted in your complaint, you...
requested that Home Service Plus (HSP) repair the range at your property in March 2016. CenterPoint Energy records show that HSP technicians then made three visits to your home in an attempt to repair your range, but despite multiple repair visits, HSP was unable to complete the repair, as the parts required are no longer manufactured. CenterPoint Energy records also show that you signed up for the HSP Repair Plan in January 2016. You have been charged only a total of $19.50 for the HSP Repair Plan, as the cost of the first two months of the contract were free as part of a promotion. To resolve this issue, I have removed the outstanding HSP charges of $19.50 from your account. Please note that the total cost of the attempted repairs (parts and labor) would have been $495.00 if you had not carried the HSP Repair Plan. This amount will not be charged to you. If you have any further questions, please contact me. Sincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted]
Initial Business Response /* (1000, 5, 2015/04/28) */
April 28, 2015
Mr. [redacted]
[redacted]
Minneapolis, MN 55411-3643
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the balance on your account for natural gas...
service at [redacted] Minneapolis, Minnesota 55411.
Your complaint notes that the balance on your account is incorrect and that CenterPoint Energy has been unable to explain the total balance owed in a satisfactory manner. To help explain your current balance, I have attached a document which outlines your account history (charges assessed and payments made) since October 2012.
Your account has been rolled in CenterPoint Energy's Budget Billing Plan (BBP) on three occasions since October 2012. The BBP invoices the average cost of gas throughout the course of the year and is updated every six months to account for changes in gas usage, weather, and the cost of gas. The BBP is not a money saving program; although you pay less than your actual cost of gas during the heating season, the difference is made up during non-heating season months when you pay more than the actual amount of gas used each month. This amount is tracked on the left side of your bill and is known as the "deferred balance."
You first enrolled in BBP in December 2012 in the amount of $107 per month. However, because your account owed $307.97 upon enrollment, $200.97 was deferred into your BBP. As you will note from the attached document, you were billed $107 per month until July 2013, when the BBP amount increased to $143 per month. Please note that CenterPoint Energy customers are de-enrolled from BBP if two month's payments are missed. You were de-enrolled from BBP in October 2013 and the deferred balance of $99.47 was applied to your account.
The Billing Statement provided also shows that you enrolled in BBP again in November 2013 at $123 per month. At that time, the past due balance of $273.28 was placed into the BBP's deferred balance. When your account was de-enrolled from BBP in March 2014 due to late payments, the deferred total balance of $599.21 was applied to your current balance of $650.20, for a total of $1249.41 owed. Again, the attached Statement shows how this total accumulated in the Actual Usage and Deferred Balance columns.
Finally, your account balance has been set up in an installment plan to pay off the total arrears of $1,147.69 over the next twelve months.
Currently, $200 is due by May 6, 2015, as you agreed when you spoke with our Credit Department Representative on April 21, 2015. After this initial installment, your bills will be $102 for your BBP amount, and $98 for each subsequent installment. Please note that your BBP may adjust in six months.
If you have any further questions, please contact me.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 7, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This still does not explain why I have received two billing statements showing a credit of over $1,000 dollars and when I call all of a sudden the credit was a "mistake" and in-fact I do owe more money each time. This also does not resolve the issue of my time that has been extremely wasted dealing with incompetent employees. I would like something done in my favor.
Thank you,
[redacted]
Final Business Response /* (4000, 9, 2015/05/07) */
Ms. [redacted]:
Although you were sent invoices with incorrect amounts listed in the "Total Amount Due" column, the balance owed is still valid and collectible. The amounts listed incorrectly were due to a processing error with your Budget Billing Plan which has since been corrected.
However, in light of this error, I have removed a late fee from your account, in the amount of $16.95. As a result, your current billed amount will be $183.05, due June 3, 2015.
Please let me know if you have further questions.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
Final Consumer Response /* (2000, 11, 2015/05/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/02) */
June 2, 2015
Mr. [redacted]
Ms. [redacted]
Monticello, MN 55362
Mr. [redacted]:
This message responds to your complaint to the Revdex.com of Minnesota regarding issues with your monthly invoices for...
natural gas, Home Service Plus, and the cost of the air conditioner purchased for your property at[redacted], Monticello, Minnesota 55362.
Your complaint makes note of issues involving CenterPoint Energy's monthly statements, including that the account is now in arrears and that the gas service is in danger of disconnection. You also questioned how payments have been applied. To better explain the account status, I have included a Billing Statement (PDF document) which explains the last twelve month's billing and payment history.
Please note that although monthly payments were regularly received prior to this statement, within the last twelve months, the account has been in arrears beginning in October 2014. Although CenterPoint Energy has invoiced the account for gas charges (for the Budget Billing Plan as mentioned in your message), the Home Service Plus (HSP) Repair Plan, and the cost of the air conditioner purchased in 2011, payments since October 2014 have not been sufficient to cover the entire cost of the monthly bills. The situation was exacerbated by lack of payment in February or March 2015.
At this time, the balance owed on the account is $927.45, which is the amount of the last invoice ($986.45) less your payment of $59 received on May 26. The total amount of gas charges owed is currently $265.58, which I have extended through June 8, 2015, to avoid disconnection of the gas service and to allow time to resolve your complaint.
If you wish to discuss payment arrangements for this account, or if you have further questions, please contact me directly via email or via telephone at the number below. I look forward to hearing from you.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
[redacted]