Thank you for your patience in our response regarding Revdex.com Complaint #[redacted] listed in the name of [redacted] for the...
address of [redacted] St. Louis Park, MN. 55416. Please note our office spoke with Mr. [redacted] on 10/17/2016 and he confirmed that the only account/address that CenterPoint Energy’s Home Service Plus feature was requested for was the address at [redacted], in Minneapolis, MN back on 4/3/2016. The address located at [redacted] St., in St. Louis Park, MN never requested the Home Service Plus feature and was therefore was removed on 9/8/2016. Please understand that the first month was a promotional month and no charges were incurred under the Home Service Plus feature. However, the charges incurred for Home Service Plus were reversed from the account in the amount of $43.95 per month, for the amount of four months, with a credit due back of $175.80 minus the current bill amount due of $35.89 leaving a credit balance of $135.91. We have attached a copy of the bill correction made for the address of [redacted]. Please note Mr. [redacted] also mentioned he may have made payments to the wrong account in error; once he is able to confirm the payment amounts we will gladly make those corrections as well for him. In the meantime if we can be of any further assistance please do not hesitate to let us know; as we do appreciate Mr. [redacted]’s business. Sincerely, Shauntee [redacted]
We are in receipt of your complaint regarding concerns with the above-mentioned property. You have requested that we compensate you for the repair completed by another company. I have enclosed a copy of our service ticket from June 15, 2015, as well as the copy of your service ticket from the other company dated August 8, 2015.You equipment was installed in 2006. Your equipment had a one year labor, five year parts, and the standard two years for workmanship. This was a brand new home at the time of purchase. In October of 2006, we went out to your property for a no cool, and you were not home. On August 1 2007, we were called out to your home for an air balance. Chas Roberts has not performed any service or maintenance on this equipment since 2007.On June 14th, 2015, you called in indicating the equipment was not cooling. We sent a technician out to the property who then diagnosed an issue with your TXV (Thermo Expansion Valve) on the Air Handler(indoor unit). At this time your system had no warranty for parts, labor or workmanship. You declined the repair and indicated you would get quotes from other companies. First and foremost, we want to make it clear that although the filter drier was found to be reversed, it did not impair the function of the equipment, nor did it cause the issue with the TXV on the indoor unit. Your equipment has had no service or maintenance by Chas Roberts for the past 8 years. Chas Roberts would have no idea what has occurred with this system in that time frame as we have not been out to the property since 2007. In addition, your system has apparently run without any issues for eight years,which is well outside any workmanship or warranty period. Again, the filter drier would not cause the issue with the TXV on your equipment, therefore, we cannot compensate you for the cost to replace the TXV by the other company. We understand that you were frustrated that no one contacted you regarding your request for compensation for the other company's repair, but per your verbal conversation with [redacted], contact would be made if there was a change in status to your request. Your request to have us cover the part you had another company install was not something Chas Roberts was willing to do as you had no warranty, and the filter drier had zero impact on the failure of the TXV on your equipment. Chas Roberts stands by our work. Although your install is over nine years old, out of warranty, and has run without any issues for the past eight years per our service records, we will offer to refund the diagnostic fee of $85. Since you chose another contractor to complete the repair we recommended, we cannot compensate you for that. [redacted] Vice President Residential Sales and Service
March 18, 2016
Mr. [redacted]
[redacted] *
Anoka, MN 55303-4826
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding charges for the Home Service Plus (HSP) Repair Plan on your account.
CenterPoint Energy records show...
that you were charged for the HSP Repair Plan beginning in November 2015. However, these charges were added to your account in error, as you have stated. To correct this error, I have removed the charges from your account and have enrolled your Landlord's account in HSP, which should have been done in November 2015. The balance on your account is currently $112.53.
I would like to apologize for the confusion and lack of service you have received when attempting to have this error corrected.
If you have any further questions regarding this issue, please contact me.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
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]
Initial Business Response /* (1000, 5, 2015/10/29) */
October 29, 2015
Mr. [redacted]
[redacted]
Fridley, MN 55421-1501
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the Home Service Plus (HSP) Repair Plan coverage for your...
account at [redacted], Fridley, Minnesota 55421.
Your complaint states that you signed up for the Replacement Assistance Plan (RAP) via the HSP website but that this coverage is not reflected on your account. As a result, your HSP contract does not include replacement of your clothes dryer after it was found to be unrepairable by our technician on October 20, 2015.
To investigate this issue, I have reviewed all interactions (recorded phone calls) you have had with our representatives. In each instance, our representatives confirmed that your account was enrolled in the Total Repair Plan, but at no point were you informed that you were enrolled with RAP prior to October 20, 2015. You were not charged for RAP prior to that date, and our records do not show that enrollment had occurred prior to that date. As a result, HSP cannot consider your dryer for reimbursement through the RAP plan.
If you have any further concerns regarding this issue, please contact me.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */
Initial Business Response /* (1000, 5, 2015/04/24) */
April 24, 2015
Ms. [redacted]
Foley, MN 56357
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding payments made to your account for service at...
[redacted], Minneapolis, Minnesota.
Your complaint states that you attempted to make an online payment for your account but due to technical issues, two payments (of $100.90 and $105) were submitted, although you had intended to make only one payment. Both payments were applied to your account on April 13, 2015.
Although you noted that CenterPoint Energy "had a problem with their site," our IT team was unable to recreate the issue that you experienced, and no similar problems were reported by other customers.
At the time your payments were submitted, your account balance was $202.80. Please note that CenterPoint Energy is only able to refund a credit balance from our customer's accounts, and as such, can only refund the overpayment of $3.10 on your account. Unfortunately, we are not able to remove payments made to satisfy a balance owed.
CenterPoint Energy regrets any inconvenience you may have experienced as a result of this issue.
Sincerely,
Initial Business Response /* (1000, 8, 2015/10/20) */
October 19, 2015
Ms. [redacted]
Minneapolis, MN 55404
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disconnection of your natural gas service...
at[redacted], Minneapolis, MN 55404.
CenterPoint Energy records show that the gas service at your property was disconnected for non-payment on September 30, 2015, for a past due balance of $63.51. Although your complaint to the Revdex.com states that your service was interrupted due to work on gas service lines in your area, CenterPoint Energy records show that your natural gas service was actually disconnected due to non-payment.
Your natural gas service was been restored as of October 6, 2015, after you paid the total balance owed on your account. Because your service was disconnected with prior notice as required by Minnesota State Rules, CenterPoint Energy respectfully declines your request to credit your account for your October gas charges.
Please contact me if you have any further questions regarding this issue.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (2000, 10, 2015/10/30) */
Initial Business Response /* (1000, 9, 2015/12/09) */
[redacted]Document Attached[redacted]
December 9, 2015
Mr. [redacted]
[redacted]
Sauk Centre, MN 56378-1415
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) regarding the balance on your former...
account for gas service at [redacted] Sauk Centre, Minnesota, 56378-1415.
Your complaint states that you should not owe the balance transferred from your prior account to your current account for natural gas service. To show how this balance accrued, I have attached a billing statement which shows the monthly charges and payments made to your account over the last twelve months.
The total amounts transferred to your current account are $162.38 in gas charges and $94.96 in Home Service Plus charges. Your most recent bill of $197.12 (sent November 30, 2015) was an accurate picture of the total owed on your account. However, a $146 payment from Energy Assistance has since paid the gas charges owed. At this time, your account owes only the $94.96 in unpaid Home Service Plus charges.
Please contact me if you have any further questions regarding this issue.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 11, 2015/12/11) */
No its not resolved they just added $167 for no reason saying that it was my previous gas bill and clearly its not I have proof on my bill last month and I talk to a person saying I owe nothing last month was cough up now they took 146 and just kept on adding miscellaneous and adjustment and now I owe $197.12 not happy with the lies and cheating please help I'll send proof if need be any questions call [redacted]
[redacted]copied and pasted from email.
Final Business Response /* (4000, 13, 2015/12/14) */
Mr. [redacted]:
As shown on the provided Account History statement, the final balance when your account was closed was $425.34. This amount is also shown on the July 17, 2015 Final Bill I have attached to this response.
Since your account was closed, a total of $168 in payments have been received. This left $257.34 owed on your previous account ($162.38 in gas charges, and $94.96 in Home Service Plus charges). This amount was then transferred to your current account.
11-May-16Regarding Complaint ID: [redacted]
Dear Mr. [redacted],We are in receipt of the complaint regarding the above-referenced property.We do apologize for the delay in processing your refund. We did in fact process it for $136.50, strictly based...
on the fact that unfortunately, we were unable to make the time frame.Although we understand your frustration, and completely agree that unfortunately we did not manage to your expectations; the tone in which you spoke to our employee was rather inappropriate.Again, the refund has been processed, and you should expect it within 7-10 business days, as is our policy. I have attached a copy of the recording for your review.Respectfully, Damon B[redacted]VP of Residential Sales and Service
I am rejecting this response because: Obviously there is a complete math error on their part. I was instructed by the automate system that I needed to pay $238 to get my service turn back on the same day. The $47 is a same day connection fee not sure what you are calling it. I was also charged a $80 deposit. Technician never knocked on the door because I was standing there with the door open watching him. I even took a photo of him sitting in his car posting on Facebook how same day connection service is after 10 pm at night. My service was not reconnected safely or properly abd I had to pay a plumber to finish the Technicians job. let's ignore the fact the Technician assaulted me.
I am rejecting this response because:
I reject the response because they harbor billed me correctly yet. Also I have over paid which I have not received credit for and also I have a mn credit that was not applied. Their response it not correct. I tried to send an email from the case number but it didn't work.
Initial Business Response /* (1000, 8, 2015/11/10) */
November 10, 2015
Mr. [redacted]
Minneapolis, MN 55434-2769
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding your reimbursement claim for the Replacement...
Assistance Plan (RAP) contract at your property at [redacted], Minneapolis Minnesota 55434.
As your complaint states, your RAP claim for reimbursement for the replacement of your refrigerator was denied by our office due to your recent change of service address. I have reviewed your account and determined that your RAP claim may have been processed in error.
Please resubmit your RAP claim documentation to me directly at:
Robin H
CenterPoint Energy
[redacted]
[redacted]
Minneapolis, Minnesota 55459-0038
Upon receipt, I will ensure that your RAP claim is processed by management as quickly as possible. I look forward to hearing from you.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/11/20) */
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], Minneapolis, MN. According to our records a shut off notice was mailed to subject address on 6/2/16, to collect a past due amount of...
$68.13 no later than 6/12/16 to avoid service interruption. Current charges in the amount of $43.90 were due 6/30/16. Please understand when no payments or payment arrangements were received in our office by the shut off date of 6/12/16, gas service was disconnected for nonpayment on 6/21/16. On 6/22/16, Mr. [redacted] contacted customer service and requested the amount needed to restore his gas service. The Customer Service Representative advised of the amount Mr. [redacted] was shut off for, and transferred Mr. [redacted]’ s phone call to the IVR for payment processing. On 6/28/16, Mr. [redacted] made another payment for $28.00 however the gas service remained off. On 7/3/16, Mr. [redacted] contacted our Customer Service Department again to report an emergency gas odor coming from the gas meter in the front of his address. Upon arrival our CNP emergency technician documented that he checked the gas meter, riser and around the entire home and found no gas readings or odors; and left the area safe and leaving the gas service off as he found it. Finally, on 7/5/16 Mr. [redacted] contacted Customer Service to inquire why his gas service was still off. The Customer Service Representative explained that an order was never placed to restore service upon the initial request. Mr. [redacted] informed the representative that he was never advised to report his payment back into our office for restoration of service. A reconnection order was scheduled for the same day and gas service was reconnected. Please note the initial Customer Service Representative failed to provide the necessary information Mr. [redacted] needed in reconnecting his gas service. Please know that expectations of improvement will be communicated to the individuals responsible for mishandling Mr. [redacted]’s restoration process. We apologize for any inconvenience that this matter may have caused Mr. [redacted]. The additional deposit was waived and although he paid a reconnection fee in the amount of $28.00 to have his gas service restored, we will gladly reverse it as a onetime courtesy due to missed information that was not provided. We thank Mr. [redacted] for the opportunity to work on his behalf as we appreciate his ongoing business. Sincerely, Shauntee [redacted]
Dear Ms. [redacted],We are in receipt of the complaint regarding the above-referenced property.You did in fact call in on Monday, the 20th of June. At that time, we had service appointments available for homeowners with Builder Warranties, Chas Roberts’ Warranties, and our CAP Maintenance customers. As I...
am sure you can appreciate, with the volume of calls we were receiving, as well as requested service appointments being extraordinarily high, many of our customers were being“squeezed” in to the schedule so we could take care of them. At the time you called in, we were squeezing homeowner’s in to what we call a “today” spot. This spot ensures that you will be seen, but as we are squeezing you in an already filled schedule, you would get a 30-minute call ahead when the technician was available. You requested to have a specific time frame instead, which is why you were scheduled out to Friday. Friday, the 24th, was the first day we had available with a set time frame that we could offer you. We did not have any time frames available until Friday, which is why you were scheduled on that day originally. You were in fact rescheduled for the 22nd of June, which again, was in what we call a “today” time frame as there were still no time frame appointments available – we were squeezing you in.On the 22nd, you were on schedule with the technician, and he did in fact make his attempt to call and confirm the appointment. Unfortunately, after working for almost 15 hours, he mistakenly called a different homeowner who then said her unit was working. This is how your call ended up being cancelled. We do apologize for this unfortunate event. We did manage to get you back on the schedule and you had your warranty appointment on the 23rd Of note, when extreme conditions occur, and we are inundated with requests for service, homeowners such as yourself, with a Builder Warranty, do get priority service, and we do try to accommodate requests for time frames, when the schedule allows for it. Calls are answered, and scheduled on a first come, first serve basis, and unfortunately, sometimes those “time frame” appointments are all utilized,but in order to squeeze you in to the system, we schedule your appointment and fit you in.Again, we do apologize for any inconvenience you felt related to your missed appointment, and would like to offer you our CAP maintenance plan for one year. The CAP Maintenance plan will cover two maintenance visits for the year. Maintenances performed before the start of the change of the season can often times eliminate unexpected breakdowns. This maintenance plan will also help maintain your manufacturer warranty as they do require at least one maintenance a year. Please contact us if you would like to set this up.Respectfully,Damon B[redacted]VP of Residential Sales and Service
Initial Business Response /* (1000, 5, 2016/03/11) */
March 11, 2016
Mr. [redacted]
[redacted]
Bloomington, MN 55431
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) regarding the heating system rebate you have requested.
CenterPoint Energy...
records show that you have obtained an AHRI number from the HVAC distributor where you purchased your new furnace. Unfortunately, that number is not listed on the AHRI website, which is a requirement for the rebate to be paid. To investigate further, our Rebate Center supervisor contacted the heating system manufacturer and provided the AHRI number and asked them if the equipment was listed on the AHRI website. The manufacturer (Rheem) responded that the furnace was from 2012, is no longer manufactured, and that the warranty expires in 2017.
The heating system rebate program guidelines state that the heating equipment must be listed on the AHRI or ENERGY STAR website in order to be eligible for a rebate. This is noted on the rebate form, CenterPoint Energy website and other program materials. On the front of the form we also state that it is the responsibility of the dealer and purchaser to ensure that program requirements are met. If program requirements are not met, no rebate can be paid.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My furnace was listed on the AHRI website. Otherwise it wouldn't have an AHRI certification number. To quote from the CenterPoint rebate form:
"NOTE: For rebate to apply the new equipment must be listed and AFUE verified in the Air Conditioning, Heating and Refrigeration Institute (AHRI) directory."
Again, my furnace is new and has an AHRI certificate number. This verifies its AHRI listing. The fact that the furnace is a 2012 model and isn't currently manufactured seems to be irrelevant to the rebate. Manufacturers regularly change models. The fact it is still under warranty, until 2017, also seems irrelevant to the rebate. If anything, it being under warranty seems to support my position.
The CenterPoint response to the Revdex.com inquiry is exactly the same as one of the e-mails they sent me. I've asked them to reconsider the rebate denial before I filed with the Revdex.com. They refused then and continue to be uncooperative. I could have purchased a cheaper and less efficient furnace. But I was willing to invest in saving energy because of the incentive offered by the Residential High Efficiency Heating System Rebate. Please ask CenterPoint to honor their Rebate.
Final Business Response /* (4000, 9, 2016/03/21) */
CenterPoint Energy Rebate staff contacted AHRI after Mr. [redacted] asked to reconsider the decision, to determine if AHRI had archived the furnace model number. In response to this inquiry, AHRI provided the following response on March 21, 2016 at 11:01 AM:
"Thank you for contacting AHRI for information on the Directory of Certified Product Performance. The model/combination you are looking for is not found within the past five years. No ratings can be provided. You will have to contact the manufacturer directly for any information about this unit."
Unfortunately, because the AHRI number provided cannot be verified by AHRI, no rebate can be provided.
RE: Revdex.com Complaint Number [redacted] Dear Ms. [redacted]: This letter responds to your follow-up complaint to the Revdex.com (Revdex.com) of Minnesota regarding CenterPoint Energy’s response to your original complaint, which concerned a boiler repair that was scheduled under your Home Service Plus (HSP) Repair Plan contract at [redacted] Apple Valley, Minnesota 55124. Your response states that your husband told you that the boiler issue could be the sensors, and that you relayed this information to our technician. You state that our technician then advised you that this would not be a covered repair, and that you declined having the parts replaced. You also contend that our technician manually started the furnace, showed you how to do this as well, and then left without further investigating the problem. Furthermore, your response indicates that when your boiler stopped working again, another appointment was scheduled for November 11, 2017, but was deferred to November 12, 2017 without your knowledge. You also state that because our technician was running late for the appointment on November 12, 2017, you left the property, which caused the appointment to be missed. Therefore you had another company come out to repair your appliance, and they replaced an aqua flow circuit board to repair your boiler. The technician’s direct supervisor reviewed your complaint with him, and our technician provided his account of the events that occurred at your appointment on November 9, 2017. Upon arriving at your home, our technician stated that you were not getting heat upstairs, so he checked your heating unit and it turned on adequately. The technician then checked the zone motors, which both turned on and gave out 24 volts. Our technician showed you the spring locations and that the motors were working. When you spoke with your husband over the telephone during this visit, our technician explained that the zone motors could be sticking, which could be the cause of your intermittent issue. Our technician then informed you that zone motors are not covered under the HSP contract, so replacing them would be an additional cost. The technician also advised that if you would like, he could replace the zone motors due to the fact that they may be sticking but that he did not find an issue with them during his visit. Our technician confirms that you had heat when he left and that he showed you how to start the boiler. He also states that he advised you to contact us if you changed your mind regarding having the zone motors replaced. On November 11, 2017, your boiler had stopped working again, so you contacted us to schedule another repair. We do see that appointment was postponed to November 12, 2017, and we apologize if you were not made aware of this change. CenterPoint Energy’s record shows that our technician contacted you around 10:45p.m., and that he arrived to your home around 11:00p.m. As you stated, our technician was not able to complete your furnace repair due to the fact that nobody was at your property. Your response also states that you had another company repair your boiler and that they replaced an aqua flow circuit board. Aqua flow circuit boards are not a covered part under the HSP contract. Furthermore, two of CenterPoint Energy’s Master Technicians have also reviewed your complaint. The Master Technicians both affirm that they are not aware of any type of aqua flow circuit board that would be installed on the model of boiler that you have. In your response, you asked to be refunded five months of HSP charges. Please be aware that per the HSP Repair Plan Terms and Conditions, CenterPoint Energy is not responsible for service or parts you have others provide. Our records also indicate that there was no error on our technician’s part. Therefore, CenterPoint Energy respectfully declines your request for a refund. CenterPoint Energy does acknowledge that there was a lack of communication on our behalf regarding your November 11, 2017 appointment being delayed to November 12, 2017. Our previous offer of crediting your account for two months’ HSP charges if you would like to reenroll in the program still stands. CenterPoint Energy appreciates the opportunity to address your concerns as you are a valued customer. We consider this issue to be resolved, but should you have further questions, please contact me. Jessica [redacted] Customer Service ###-###-####
Thank you for your patience in our response to your complaint to the Revdex.com (Revdex.com) regarding the status of your refund for the credit balance on your account for gas service at [redacted], Minneapolis, Minnesota 55422. Our records reflect that you contacted CenterPoint...
Energy on February 23, 2017 to request a credit refund due to over payment on your account for the amount of -$692.74. Our records show that this credit balance was refunded to the payment vendor used to submit your payments (Checkfree, Inc.) on December 21, 2016. In researching this issue, our Remittance department has found that the following payments were refunded separately, and that Checkfree, has confirmed that each payment was received and transferred to your bank account no later than January 18, 2017. The credit balance refunded to your account was transferred in separate amounts as follows: $150.00 $125.00 $125.00 $125.00 $125.00 $42.74 Please confirm that each amount was credited to your bank account in December 2016 – January 2017. We apologize for any inconvenience this matter may have caused and thank you for the opportunity to address the concern presented on your behalf complaint. Sincerely, Shauntee [redacted]
Dear [redacted], We are in receipt of your complaint regarding the above-referenced property. Since receipt of this complaint we have been in contact with you and have had a service visit scheduled to your property. Upon review of your warranty issue, as discussed with you on the phone, June 8th*...
[redacted]. In 2008, the price of a Ten-year Chas Roberts warranty was $750. Your equipment was placed in to service in 2006, so at the time you purchased your equipment, you were two years into its lifespan. The invoice you provided with the documentation of purchasing the equipment indicated you paid $595, which would have been the prorated amount for the balance of the eight years that was to be covered by this warranty. As discussed, we will go ahead and honor the Ten-year warranty due to the confusion on your purchase invoice. This warranty will expire [redacted]. Please note that this is an in-house Chas Roberts warranty and will only cover work completed by Chas Roberts. This will not cover work completed by another contractor or regular maintenance. Respectfully,
Thank you for your patience regarding our response for Revdex.com # [redacted] Mr. [redacted] found in the above attachment. Thank you, Shauntee [redacted]
Thank you for your patience in our response regarding Revdex.com Complaint #[redacted] listed in the name of [redacted] for the...
address of [redacted] St. Louis Park, MN. 55416. Please note our office spoke with Mr. [redacted] on 10/17/2016 and he confirmed that the only account/address that CenterPoint Energy’s Home Service Plus feature was requested for was the address at [redacted], in Minneapolis, MN back on 4/3/2016. The address located at [redacted] St., in St. Louis Park, MN never requested the Home Service Plus feature and was therefore was removed on 9/8/2016. Please understand that the first month was a promotional month and no charges were incurred under the Home Service Plus feature. However, the charges incurred for Home Service Plus were reversed from the account in the amount of $43.95 per month, for the amount of four months, with a credit due back of $175.80 minus the current bill amount due of $35.89 leaving a credit balance of $135.91. We have attached a copy of the bill correction made for the address of [redacted]. Please note Mr. [redacted] also mentioned he may have made payments to the wrong account in error; once he is able to confirm the payment amounts we will gladly make those corrections as well for him. In the meantime if we can be of any further assistance please do not hesitate to let us know; as we do appreciate Mr. [redacted]’s business. Sincerely, Shauntee [redacted]
We are in receipt of your complaint regarding concerns with the above-mentioned property. You have requested that we compensate you for the repair completed by another company. I have enclosed a copy of our service ticket from June 15, 2015, as well as the copy of your service ticket from the other company dated August 8, 2015.You equipment was installed in 2006. Your equipment had a one year labor, five year parts, and the standard two years for workmanship. This was a brand new home at the time of purchase. In October of 2006, we went out to your property for a no cool, and you were not home. On August 1 2007, we were called out to your home for an air balance. Chas Roberts has not performed any service or maintenance on this equipment since 2007.On June 14th, 2015, you called in indicating the equipment was not cooling. We sent a technician out to the property who then diagnosed an issue with your TXV (Thermo Expansion Valve) on the Air Handler(indoor unit). At this time your system had no warranty for parts, labor or workmanship. You declined the repair and indicated you would get quotes from other companies. First and foremost, we want to make it clear that although the filter drier was found to be reversed, it did not impair the function of the equipment, nor did it cause the issue with the TXV on the indoor unit. Your equipment has had no service or maintenance by Chas Roberts for the past 8 years. Chas Roberts would have no idea what has occurred with this system in that time frame as we have not been out to the property since 2007. In addition, your system has apparently run without any issues for eight years,which is well outside any workmanship or warranty period. Again, the filter drier would not cause the issue with the TXV on your equipment, therefore, we cannot compensate you for the cost to replace the TXV by the other company. We understand that you were frustrated that no one contacted you regarding your request for compensation for the other company's repair, but per your verbal conversation with [redacted], contact would be made if there was a change in status to your request. Your request to have us cover the part you had another company install was not something Chas Roberts was willing to do as you had no warranty, and the filter drier had zero impact on the failure of the TXV on your equipment. Chas Roberts stands by our work. Although your install is over nine years old, out of warranty, and has run without any issues for the past eight years per our service records, we will offer to refund the diagnostic fee of $85. Since you chose another contractor to complete the repair we recommended, we cannot compensate you for that. [redacted] Vice President Residential Sales and Service
March 18, 2016
Mr. [redacted]
[redacted] *
Anoka, MN 55303-4826
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding charges for the Home Service Plus (HSP) Repair Plan on your account.
CenterPoint Energy records show...
that you were charged for the HSP Repair Plan beginning in November 2015. However, these charges were added to your account in error, as you have stated. To correct this error, I have removed the charges from your account and have enrolled your Landlord's account in HSP, which should have been done in November 2015. The balance on your account is currently $112.53.
I would like to apologize for the confusion and lack of service you have received when attempting to have this error corrected.
If you have any further questions regarding this issue, please contact me.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
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]
Initial Business Response /* (1000, 5, 2015/10/29) */
October 29, 2015
Mr. [redacted]
[redacted]
Fridley, MN 55421-1501
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the Home Service Plus (HSP) Repair Plan coverage for your...
account at [redacted], Fridley, Minnesota 55421.
Your complaint states that you signed up for the Replacement Assistance Plan (RAP) via the HSP website but that this coverage is not reflected on your account. As a result, your HSP contract does not include replacement of your clothes dryer after it was found to be unrepairable by our technician on October 20, 2015.
To investigate this issue, I have reviewed all interactions (recorded phone calls) you have had with our representatives. In each instance, our representatives confirmed that your account was enrolled in the Total Repair Plan, but at no point were you informed that you were enrolled with RAP prior to October 20, 2015. You were not charged for RAP prior to that date, and our records do not show that enrollment had occurred prior to that date. As a result, HSP cannot consider your dryer for reimbursement through the RAP plan.
If you have any further concerns regarding this issue, please contact me.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */
Initial Business Response /* (1000, 5, 2015/04/24) */
April 24, 2015
Ms. [redacted]
Foley, MN 56357
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding payments made to your account for service at...
[redacted], Minneapolis, Minnesota.
Your complaint states that you attempted to make an online payment for your account but due to technical issues, two payments (of $100.90 and $105) were submitted, although you had intended to make only one payment. Both payments were applied to your account on April 13, 2015.
Although you noted that CenterPoint Energy "had a problem with their site," our IT team was unable to recreate the issue that you experienced, and no similar problems were reported by other customers.
At the time your payments were submitted, your account balance was $202.80. Please note that CenterPoint Energy is only able to refund a credit balance from our customer's accounts, and as such, can only refund the overpayment of $3.10 on your account. Unfortunately, we are not able to remove payments made to satisfy a balance owed.
CenterPoint Energy regrets any inconvenience you may have experienced as a result of this issue.
Sincerely,
[redacted]
Regulatory Liaison
CenterPoint Energy
Initial Business Response /* (1000, 8, 2015/10/20) */
October 19, 2015
Ms. [redacted]
Minneapolis, MN 55404
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the disconnection of your natural gas service...
at[redacted], Minneapolis, MN 55404.
CenterPoint Energy records show that the gas service at your property was disconnected for non-payment on September 30, 2015, for a past due balance of $63.51. Although your complaint to the Revdex.com states that your service was interrupted due to work on gas service lines in your area, CenterPoint Energy records show that your natural gas service was actually disconnected due to non-payment.
Your natural gas service was been restored as of October 6, 2015, after you paid the total balance owed on your account. Because your service was disconnected with prior notice as required by Minnesota State Rules, CenterPoint Energy respectfully declines your request to credit your account for your October gas charges.
Please contact me if you have any further questions regarding this issue.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (2000, 10, 2015/10/30) */
Initial Business Response /* (1000, 9, 2015/12/09) */
[redacted]Document Attached[redacted]
December 9, 2015
Mr. [redacted]
[redacted]
Sauk Centre, MN 56378-1415
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) regarding the balance on your former...
account for gas service at [redacted] Sauk Centre, Minnesota, 56378-1415.
Your complaint states that you should not owe the balance transferred from your prior account to your current account for natural gas service. To show how this balance accrued, I have attached a billing statement which shows the monthly charges and payments made to your account over the last twelve months.
The total amounts transferred to your current account are $162.38 in gas charges and $94.96 in Home Service Plus charges. Your most recent bill of $197.12 (sent November 30, 2015) was an accurate picture of the total owed on your account. However, a $146 payment from Energy Assistance has since paid the gas charges owed. At this time, your account owes only the $94.96 in unpaid Home Service Plus charges.
Please contact me if you have any further questions regarding this issue.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 11, 2015/12/11) */
No its not resolved they just added $167 for no reason saying that it was my previous gas bill and clearly its not I have proof on my bill last month and I talk to a person saying I owe nothing last month was cough up now they took 146 and just kept on adding miscellaneous and adjustment and now I owe $197.12 not happy with the lies and cheating please help I'll send proof if need be any questions call [redacted]
[redacted]copied and pasted from email.
Final Business Response /* (4000, 13, 2015/12/14) */
Mr. [redacted]:
As shown on the provided Account History statement, the final balance when your account was closed was $425.34. This amount is also shown on the July 17, 2015 Final Bill I have attached to this response.
Since your account was closed, a total of $168 in payments have been received. This left $257.34 owed on your previous account ($162.38 in gas charges, and $94.96 in Home Service Plus charges). This amount was then transferred to your current account.
11-May-16Regarding Complaint ID: [redacted]
Dear Mr. [redacted],We are in receipt of the complaint regarding the above-referenced property.We do apologize for the delay in processing your refund. We did in fact process it for $136.50, strictly based...
on the fact that unfortunately, we were unable to make the time frame.Although we understand your frustration, and completely agree that unfortunately we did not manage to your expectations; the tone in which you spoke to our employee was rather inappropriate.Again, the refund has been processed, and you should expect it within 7-10 business days, as is our policy. I have attached a copy of the recording for your review.Respectfully, Damon B[redacted]VP of Residential Sales and Service
I am rejecting this response because: Obviously there is a complete math error on their part. I was instructed by the automate system that I needed to pay $238 to get my service turn back on the same day. The $47 is a same day connection fee not sure what you are calling it. I was also charged a $80 deposit. Technician never knocked on the door because I was standing there with the door open watching him. I even took a photo of him sitting in his car posting on Facebook how same day connection service is after 10 pm at night. My service was not reconnected safely or properly abd I had to pay a plumber to finish the Technicians job. let's ignore the fact the Technician assaulted me.
I am rejecting this response because:
I reject the response because they harbor billed me correctly yet. Also I have over paid which I have not received credit for and also I have a mn credit that was not applied. Their response it not correct. I tried to send an email from the case number but it didn't work.
Initial Business Response /* (1000, 8, 2015/11/10) */
November 10, 2015
Mr. [redacted]
Minneapolis, MN 55434-2769
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding your reimbursement claim for the Replacement...
Assistance Plan (RAP) contract at your property at [redacted], Minneapolis Minnesota 55434.
As your complaint states, your RAP claim for reimbursement for the replacement of your refrigerator was denied by our office due to your recent change of service address. I have reviewed your account and determined that your RAP claim may have been processed in error.
Please resubmit your RAP claim documentation to me directly at:
Robin H
CenterPoint Energy
[redacted]
[redacted]
Minneapolis, Minnesota 55459-0038
Upon receipt, I will ensure that your RAP claim is processed by management as quickly as possible. I look forward to hearing from you.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/11/20) */
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], Minneapolis, MN. According to our records a shut off notice was mailed to subject address on 6/2/16, to collect a past due amount of...
$68.13 no later than 6/12/16 to avoid service interruption. Current charges in the amount of $43.90 were due 6/30/16. Please understand when no payments or payment arrangements were received in our office by the shut off date of 6/12/16, gas service was disconnected for nonpayment on 6/21/16. On 6/22/16, Mr. [redacted] contacted customer service and requested the amount needed to restore his gas service. The Customer Service Representative advised of the amount Mr. [redacted] was shut off for, and transferred Mr. [redacted]’ s phone call to the IVR for payment processing. On 6/28/16, Mr. [redacted] made another payment for $28.00 however the gas service remained off. On 7/3/16, Mr. [redacted] contacted our Customer Service Department again to report an emergency gas odor coming from the gas meter in the front of his address. Upon arrival our CNP emergency technician documented that he checked the gas meter, riser and around the entire home and found no gas readings or odors; and left the area safe and leaving the gas service off as he found it. Finally, on 7/5/16 Mr. [redacted] contacted Customer Service to inquire why his gas service was still off. The Customer Service Representative explained that an order was never placed to restore service upon the initial request. Mr. [redacted] informed the representative that he was never advised to report his payment back into our office for restoration of service. A reconnection order was scheduled for the same day and gas service was reconnected. Please note the initial Customer Service Representative failed to provide the necessary information Mr. [redacted] needed in reconnecting his gas service. Please know that expectations of improvement will be communicated to the individuals responsible for mishandling Mr. [redacted]’s restoration process. We apologize for any inconvenience that this matter may have caused Mr. [redacted]. The additional deposit was waived and although he paid a reconnection fee in the amount of $28.00 to have his gas service restored, we will gladly reverse it as a onetime courtesy due to missed information that was not provided. We thank Mr. [redacted] for the opportunity to work on his behalf as we appreciate his ongoing business. Sincerely, Shauntee [redacted]
Dear Ms. [redacted],We are in receipt of the complaint regarding the above-referenced property.You did in fact call in on Monday, the 20th of June. At that time, we had service appointments available for homeowners with Builder Warranties, Chas Roberts’ Warranties, and our CAP Maintenance customers. As I...
am sure you can appreciate, with the volume of calls we were receiving, as well as requested service appointments being extraordinarily high, many of our customers were being“squeezed” in to the schedule so we could take care of them. At the time you called in, we were squeezing homeowner’s in to what we call a “today” spot. This spot ensures that you will be seen, but as we are squeezing you in an already filled schedule, you would get a 30-minute call ahead when the technician was available. You requested to have a specific time frame instead, which is why you were scheduled out to Friday. Friday, the 24th, was the first day we had available with a set time frame that we could offer you. We did not have any time frames available until Friday, which is why you were scheduled on that day originally. You were in fact rescheduled for the 22nd of June, which again, was in what we call a “today” time frame as there were still no time frame appointments available – we were squeezing you in.On the 22nd, you were on schedule with the technician, and he did in fact make his attempt to call and confirm the appointment. Unfortunately, after working for almost 15 hours, he mistakenly called a different homeowner who then said her unit was working. This is how your call ended up being cancelled. We do apologize for this unfortunate event. We did manage to get you back on the schedule and you had your warranty appointment on the 23rd Of note, when extreme conditions occur, and we are inundated with requests for service, homeowners such as yourself, with a Builder Warranty, do get priority service, and we do try to accommodate requests for time frames, when the schedule allows for it. Calls are answered, and scheduled on a first come, first serve basis, and unfortunately, sometimes those “time frame” appointments are all utilized,but in order to squeeze you in to the system, we schedule your appointment and fit you in.Again, we do apologize for any inconvenience you felt related to your missed appointment, and would like to offer you our CAP maintenance plan for one year. The CAP Maintenance plan will cover two maintenance visits for the year. Maintenances performed before the start of the change of the season can often times eliminate unexpected breakdowns. This maintenance plan will also help maintain your manufacturer warranty as they do require at least one maintenance a year. Please contact us if you would like to set this up.Respectfully,Damon B[redacted]VP of Residential Sales and Service
Please find attached response for Revdex.com Complaint # [redacted] for [redacted].
Initial Business Response /* (1000, 5, 2016/03/11) */
March 11, 2016
Mr. [redacted]
[redacted]
Bloomington, MN 55431
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) regarding the heating system rebate you have requested.
CenterPoint Energy...
records show that you have obtained an AHRI number from the HVAC distributor where you purchased your new furnace. Unfortunately, that number is not listed on the AHRI website, which is a requirement for the rebate to be paid. To investigate further, our Rebate Center supervisor contacted the heating system manufacturer and provided the AHRI number and asked them if the equipment was listed on the AHRI website. The manufacturer (Rheem) responded that the furnace was from 2012, is no longer manufactured, and that the warranty expires in 2017.
The heating system rebate program guidelines state that the heating equipment must be listed on the AHRI or ENERGY STAR website in order to be eligible for a rebate. This is noted on the rebate form, CenterPoint Energy website and other program materials. On the front of the form we also state that it is the responsibility of the dealer and purchaser to ensure that program requirements are met. If program requirements are not met, no rebate can be paid.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 7, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My furnace was listed on the AHRI website. Otherwise it wouldn't have an AHRI certification number. To quote from the CenterPoint rebate form:
"NOTE: For rebate to apply the new equipment must be listed and AFUE verified in the Air Conditioning, Heating and Refrigeration Institute (AHRI) directory."
Again, my furnace is new and has an AHRI certificate number. This verifies its AHRI listing. The fact that the furnace is a 2012 model and isn't currently manufactured seems to be irrelevant to the rebate. Manufacturers regularly change models. The fact it is still under warranty, until 2017, also seems irrelevant to the rebate. If anything, it being under warranty seems to support my position.
The CenterPoint response to the Revdex.com inquiry is exactly the same as one of the e-mails they sent me. I've asked them to reconsider the rebate denial before I filed with the Revdex.com. They refused then and continue to be uncooperative. I could have purchased a cheaper and less efficient furnace. But I was willing to invest in saving energy because of the incentive offered by the Residential High Efficiency Heating System Rebate. Please ask CenterPoint to honor their Rebate.
Final Business Response /* (4000, 9, 2016/03/21) */
CenterPoint Energy Rebate staff contacted AHRI after Mr. [redacted] asked to reconsider the decision, to determine if AHRI had archived the furnace model number. In response to this inquiry, AHRI provided the following response on March 21, 2016 at 11:01 AM:
"Thank you for contacting AHRI for information on the Directory of Certified Product Performance. The model/combination you are looking for is not found within the past five years. No ratings can be provided. You will have to contact the manufacturer directly for any information about this unit."
Unfortunately, because the AHRI number provided cannot be verified by AHRI, no rebate can be provided.
RE: Revdex.com Complaint Number [redacted] Dear Ms. [redacted]: This letter responds to your follow-up complaint to the Revdex.com (Revdex.com) of Minnesota regarding CenterPoint Energy’s response to your original complaint, which concerned a boiler repair that was scheduled under your Home Service Plus (HSP) Repair Plan contract at [redacted] Apple Valley, Minnesota 55124. Your response states that your husband told you that the boiler issue could be the sensors, and that you relayed this information to our technician. You state that our technician then advised you that this would not be a covered repair, and that you declined having the parts replaced. You also contend that our technician manually started the furnace, showed you how to do this as well, and then left without further investigating the problem. Furthermore, your response indicates that when your boiler stopped working again, another appointment was scheduled for November 11, 2017, but was deferred to November 12, 2017 without your knowledge. You also state that because our technician was running late for the appointment on November 12, 2017, you left the property, which caused the appointment to be missed. Therefore you had another company come out to repair your appliance, and they replaced an aqua flow circuit board to repair your boiler. The technician’s direct supervisor reviewed your complaint with him, and our technician provided his account of the events that occurred at your appointment on November 9, 2017. Upon arriving at your home, our technician stated that you were not getting heat upstairs, so he checked your heating unit and it turned on adequately. The technician then checked the zone motors, which both turned on and gave out 24 volts. Our technician showed you the spring locations and that the motors were working. When you spoke with your husband over the telephone during this visit, our technician explained that the zone motors could be sticking, which could be the cause of your intermittent issue. Our technician then informed you that zone motors are not covered under the HSP contract, so replacing them would be an additional cost. The technician also advised that if you would like, he could replace the zone motors due to the fact that they may be sticking but that he did not find an issue with them during his visit. Our technician confirms that you had heat when he left and that he showed you how to start the boiler. He also states that he advised you to contact us if you changed your mind regarding having the zone motors replaced. On November 11, 2017, your boiler had stopped working again, so you contacted us to schedule another repair. We do see that appointment was postponed to November 12, 2017, and we apologize if you were not made aware of this change. CenterPoint Energy’s record shows that our technician contacted you around 10:45p.m., and that he arrived to your home around 11:00p.m. As you stated, our technician was not able to complete your furnace repair due to the fact that nobody was at your property. Your response also states that you had another company repair your boiler and that they replaced an aqua flow circuit board. Aqua flow circuit boards are not a covered part under the HSP contract. Furthermore, two of CenterPoint Energy’s Master Technicians have also reviewed your complaint. The Master Technicians both affirm that they are not aware of any type of aqua flow circuit board that would be installed on the model of boiler that you have. In your response, you asked to be refunded five months of HSP charges. Please be aware that per the HSP Repair Plan Terms and Conditions, CenterPoint Energy is not responsible for service or parts you have others provide. Our records also indicate that there was no error on our technician’s part. Therefore, CenterPoint Energy respectfully declines your request for a refund. CenterPoint Energy does acknowledge that there was a lack of communication on our behalf regarding your November 11, 2017 appointment being delayed to November 12, 2017. Our previous offer of crediting your account for two months’ HSP charges if you would like to reenroll in the program still stands. CenterPoint Energy appreciates the opportunity to address your concerns as you are a valued customer. We consider this issue to be resolved, but should you have further questions, please contact me. Jessica [redacted] Customer Service ###-###-####
Thank you for your patience in our response to your complaint to the Revdex.com (Revdex.com) regarding the status of your refund for the credit balance on your account for gas service at [redacted], Minneapolis, Minnesota 55422. Our records reflect that you contacted CenterPoint...
Energy on February 23, 2017 to request a credit refund due to over payment on your account for the amount of -$692.74. Our records show that this credit balance was refunded to the payment vendor used to submit your payments (Checkfree, Inc.) on December 21, 2016. In researching this issue, our Remittance department has found that the following payments were refunded separately, and that Checkfree, has confirmed that each payment was received and transferred to your bank account no later than January 18, 2017. The credit balance refunded to your account was transferred in separate amounts as follows: $150.00 $125.00 $125.00 $125.00 $125.00 $42.74 Please confirm that each amount was credited to your bank account in December 2016 – January 2017. We apologize for any inconvenience this matter may have caused and thank you for the opportunity to address the concern presented on your behalf complaint. Sincerely, Shauntee [redacted]
Dear [redacted], We are in receipt of your complaint regarding the above-referenced property. Since receipt of this complaint we have been in contact with you and have had a service visit scheduled to your property. Upon review of your warranty issue, as discussed with you on the phone, June 8th*...
[redacted]. In 2008, the price of a Ten-year Chas Roberts warranty was $750. Your equipment was placed in to service in 2006, so at the time you purchased your equipment, you were two years into its lifespan. The invoice you provided with the documentation of purchasing the equipment indicated you paid $595, which would have been the prorated amount for the balance of the eight years that was to be covered by this warranty. As discussed, we will go ahead and honor the Ten-year warranty due to the confusion on your purchase invoice. This warranty will expire [redacted]. Please note that this is an in-house Chas Roberts warranty and will only cover work completed by Chas Roberts. This will not cover work completed by another contractor or regular maintenance. Respectfully,
Thank you for your patience regarding our response for Revdex.com # [redacted] Mr. [redacted] found in the above attachment. Thank you, Shauntee [redacted]