Initial Business Response /* (1000, 5, 2015/06/25) */
June 25, 2015
[redacted]
[redacted]
Minneapolis, MN 55416
Dear Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) in which you stated CenterPoint Energy has been delivering your monthly...
statement late, and you are receiving late fees as a result.
You stated in your complaint that CenterPoint Energy was late delivering your monthly statement after moving to Houston, Texas. I show that your monthly statements have been mailed to you between the 20th and 23rd of every month, and are due between the 17th and 20th of the following month. These dates are based off when your meter is read every month during the normal meter reading cycle for your geographic location. We cannot change the meter reading date for one customer, because of the logistics involved with reading the meters of an entire area. Your billing cycle has been the same since at least 2006, and has not changed.
You mentioned that CenterPoint Energy mailed your statement late, and as a result, you have received late fees. CenterPoint Energy's records show that your monthly statements have all been mailed on time. After review of your account, I show you have only been assessed one $1.00 late fee within the last 24 months, and this fee was waived as a one-time courtesy when you contacted a CenterPoint Energy representative on June 16, 2015.
In your complaint you also stated that CenterPoint Energy insisted you set up Bank Draft to correct your billing issue. This is not correct. CenterPoint Energy gave you the option to set up Bank Draft so that you can chose a date in which your bill is paid every month, but at no time insisted this be done.
You requested CenterPoint Energy change your billing due date to be around the 20th of every month. CenterPoint Energy cannot change your billing cycle because of your meter reading cycle. However, no changes are required as your due date is around the 20th of the month with your current meter reading cycle.
You may contact me directly if you have any further concerns.
Sincerely,
Dominic A.
Customer Services
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If my bill is always on time why do they call me and ask me for a credit card payment almost every month? The day the check should be there they call every month with a computer generated response? That fee was imposed last month. Like I said, I mail my check the same time every month. It seems to get there on time part of the time and late by a day or 2 other times. I guess I will just get over it and continue this the same as always. I do not understand why they just can't read the meter at the same time every month and then give me an extra day or 2 to get the check to them? It seems simple but, I guess I I don't know what else to do except carry on as always. Thanks and sorry to trouble you.
Final Business Response /* (4000, 9, 2015/06/30) */
June 30, 2015
[redacted]
[redacted]
Minneapolis, MN 55416
Dear Mr. [redacted]:
This letter responds to your continued complaint to the Revdex.com (Revdex.com) in which you stated CenterPoint Energy has been delivering your monthly statement late, and you are receiving late fees as a result.
You indicated that you did not accept our recent response to your complaint filed with the Revdex.com. You stated you did not understand why we could not read your meter on the same day every month. CenterPoint Energy tries to read customer's meters as close to the same day as previous months, but are unable to do so all the time, because of weekends and holidays. I show we do read your meter around the same time every month, and are generally within three days from the previous month.
I show you are receiving a paper statement, and then mailing a check every month. If you are a day or two late, you will receive a credit generated call to remind you that a payment was recently due. To expedite the billing process, you have the option to receive an electronic copy of your bill, or pay electronically to avoid your payment being late. You do not have to do this, but it will shorten the time it takes for you to receive your statement, or shorten the time for CenterPoint Energy to receive your payment.
You may contact me directly if you have any further concerns.
Sincerely,
Dominic A.
Customer Services
CenterPoint Energy
[redacted]
October 19, 2016 Mr. [redacted] Cedar, MN 55011-9266 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 properties. CenterPoint Energy records...
show that you hold a Repair Plan contract at the following properties: [redacted], Brooklyn Park $19.50 [redacted], Brooklyn Park $19.50 [redacted] Brooklyn Park $19.50 CenterPoint Energy records show that you have had four service calls at [redacted] since you enrolled in HSP in 2012: On December 7, 2013, your tenant called to report that the furnace was not heating. Our technician arrived at the property later that day and made repairs to the furnace, the cost of which ($164.76) were covered by your Repair Plan. Our records show that your account was credited for three months’ cost of the HSP Repair Plan as compensation for the wait time.On January 30, 2014, your tenant called to report that there was no hot water at the property. Again, our technician arrived within hours of the call and repaired the appliance, and again the cost ($137.98) was covered by your Repair Plan. On October 4, 2014, the furnace again required repair. However, because HSP was overbooked, a repair was not completed until October 8. The cost of this repair ($120) was also covered with your Repair Plan. Our records show that your account was credited for two months’ cost of the HSP repair plan due to this wait time.On October 8, 2016, your tenant called CenterPoint Energy to schedule a repair of the furnace. At that time, the soonest available appointment was October 11. However, during the course of the repair, our technician found that the furnace (which was 35 years old) was producing unsafe levels of carbon monoxide during operation. To make the situation safe, the technician “red-tagged” the appliance and stated that the furnace would need to be replaced, as your complaint notes. Your complaint notes that the issues with your furnace were repaired by another heating contractor “for $80 each time.” CenterPoint Energy and HSP stand behind our technician’s diagnosis that the furnace at your property was producing unsafe levels of carbon monoxide and cannot verify the work performed by another heating contractor. CenterPoint Energy and HSP have fulfilled the terms and conditions of the HSP Repair Plan contracts you have, and respectfully decline your request for “a refund of everything I have ever paid to HSP.” However, if you wish to cancel your contracts, you may do so with no additional charges. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint# [redacted] for Mr. [redacted]. We acknowledge receipt of Mr. [redacted]’s rebuttal rejection received in office. Please note on 6/7/16, Mr. [redacted] contacted CNP/HSP regarding adding the Replacement Assistance Plan, it was at this time our representative advised that the refrigerator would be covered with RAP “if it is in working condition”. Please understand the Replacement Assistance Plan was canceled for the refrigerator option only on 8/2/16 due to the pre-existing condition. We apologize for any misunderstanding and inconvenience that this matter may have caused Mr. [redacted]. However, we stand by our decision to deny Mr. [redacted]’s request for Replacement Assistance in the amount of $850.00. Mr. [redacted] has not been charged for the Replacement Assistance Plan. Sincerely, Shauntee [redacted]
March 6, 2018 Mr. [redacted] Champlin, MN 55316-2233 Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding issues related to the repair of your water heater by Home Service Plus (HSP) for your account at...
[redacted], Champlin, Minnesota 55316. CenterPoint Energy records show that you contacted our office to schedule a repair for your water heater on February 22, 2018, which was scheduled between 5PM and midnight. Unfortunately, you were not notified that HSP was not able to make this appointment window, so the order was deferred until the following day. CenterPoint Energy and Home Service Plus would like to apologize for this error. Please note that your account has been credited for three months of the HSP Repair Plan, which will appear on your subsequent three invoices. If you have any further questions regarding this issue, please contact us. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
See attachment.To Whom It May Concern: We
are in receipt of Mr. [redacted] complaint regarding the above-referenced
property. I
have attached a copy of the most recent service visit. To clarify Mr. [redacted] warranty; Mr. [redacted] has a manufacturer
warranty that was purchased through...
[redacted].
He indicated that Chas Roberts’ holds the warranty support contract for
his unit. This is incorrect; any
licensed contractor can perform repairs for Mr. [redacted] as he has a warranty with
[redacted], and not Chas Roberts. Please find attached a copy of his manufacturer
warranty printed from [redacted]’s website. [redacted]
also requires regular maintenance to be performed on the equipment in order to
maintain the extended warranty. There is
no record in our system of Mr. [redacted] having maintenance performed on his system
by us. Mr. [redacted] keeps indicating that there is something wrong with
his equipment as he feels the humidity in his home is high. Chas Roberts replaced the equipment on his
property back in 2010. This was an
equipment only change out – therefore, Chas Roberts would be responsible for
the workmanship on the equipment installation only for a period of two years. Mr.
[redacted] warranty covers the equipment.
High humidity has nothing to do with the workmanship side of Chas
Roberts. Any equipment-related issues
again, can be facilitated by any [redacted] Comfort Specialist Dealer. Further, if after sending multiple
technicians out to the home to try and resolve his issue and he was not
satisfied, he was well within his consumer rights to get another contractor out
that could utilize his manufacturer warranty. The General Manager for our warranty department did in fact
inform Mr. [redacted] that if he was not happy with the service he was receiving
from Chas Roberts or if he felt that the technical expertise was lacking, he
was more than welcome to utilize another contractor as his warranty is not
specific to Chas Roberts. Mr. [redacted]
declined this, and kept his appointment for August 8th, 2017. The August 8th, visit demonstrated
that there were no issues with his equipment. If Mr. [redacted] does not like that analysis, he is more than
welcome to find another contractor.
There are no workmanship or customer service issues with this complaint.
January 16, 2017 Ms. [redacted] Shakopee, MN 55379-4552 Ms. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) regarding billing errors on your CenterPoint Energy account for your property at [redacted], Shakopee, Minnesota...
55379. Your complaint states that your account has been incorrectly billed for Home Service Plus (HSP) since you enrolled in the Repair Plan in September 2015. Please note that your account has been billed for the correct amounts each month, but due to an issue with CenterPoint Energy’s system, the timing of these charges was set incorrectly. As a result, HSP was not included with each bill as it should have been. In other words, monthly HSP charges were assessed to your account each month after the bill for natural gas usage had already been sent. Since you enrolled in the HSP Repair Plan in September 2015, your account has been billed as shown on the attached Billing Statement. This issue was corrected in December 2016, and the two most recent invoices have been sent with gas and HSP charges. If you have any further questions regarding this issue, please contact me. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
January 17, 2017 Ms. [redacted] Shakopee, MN 55379-4552 Ms. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) regarding billing errors on your CenterPoint Energy account for your property at [redacted], Shakopee, Minnesota 55379. Since September 2016, your account has been billed in the following manner: Gas HSP Payment Notes September 2016 $ 35.00 $ 25.20 October 2016 $ 35.00 $ 25.20 $ (55.00) November 2016 $ 35.00 $ 25.20 $ (55.00) Late Fee $ 1.00 December 2016 $ 35.00 $ 25.20 $ (8.72) MN Refund Subtotals: $ 141.00 $ 100.80 $ (118.72) Total Charges: $ 241.80 Credits: $(118.72) Current Balance: $ 123.08 Your account has been billed a total of $141 in gas charges and $100.80 in HSP charges (which total $241.80) since September 2016. CenterPoint Energy has received payments in the amount of $110.00, along with the Minnesota Refund of $8.72, which results in your current balance of $123.08. If you have not been credited for any other payments you may have made, please contact me. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
Mr. [redacted]:Please provide a brief description of the issues you have experienced so that they can be addressed. Sincerely, Robin HRegulatory LiaisonCenterPoint Energy
Initial Business Response /* (1000, 9, 2016/01/13) */
January 8, 2016
Ms. [redacted]
Burnsville, MN 55337-3175
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding warranty coverage for your water heater at...
[redacted], Burnsville, Minnesota 55337-3175.
The warranty HSP provides and honors is the manufacturer's warranty on the tank and tank parts. The manufacturer (AOSmith) only covers the original home owner. As a result, Home Service Plus is only able to honor the warranty to the original homeowner.
If you are interested in purchasing a new appliance, Home Service Plus has several options available. However, we are not able to replace your water heater under the previous homeowner's warranty.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 11, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have only been told that HSP's warranty is the same as the manufacturer's warranty. I ask that Centerpoint provide a copy of the original warranty language. There must be a brochure or something that HSP provides to the original buyers, which clearly states that HSP's warranty does not transfer to the new homeowner. I went to Menards to check their water heater and their extended warranty. Menard's has a brochure that clearly states that their extended warranty is transferrable even if the manufacturer warranty is not. It baffles me that HSP still can't provide a brochure with the original warranty language...all I have is their email rejection notices and attempts to sell me a new water heater. Just provide the written warranty as proof. And don't provide me with the manufacturer warranty, I already have that.
Final Consumer Response /* (4200, 17, 2016/01/21) */
I contacted Centerpoint via their HSP customer service line regarding the warranty, they transferred me to their sales team again. I pointed out that the warranty sticker attached to my water heater does not say it's not transferrable and it does not refer back to manufacturer warranty. Once again I asked for proof; sale person said that his sticker info has the 'non-transferrable' language; I said that mine does not. So apparently their old stickers don't have the 'non-transferrable' language but their new stickers do. However, that shouldn't matter to me since my water heater contract is under the old sticker; therefore my water heater is warranty for a full replacement at no charge. Centerpoint Sales person said he'd call me back...I am still waiting callback.
Final Business Response /* (4000, 24, 2016/02/09) */
[redacted]Document Attached[redacted]
Ms. [redacted]:
I have attached the a copy of terms of the manufacturer's warranty for the water heater at your property. As shown in the first sentence of the warranty terms, the warranty is not transferable.
Sincerely,
Robin H
Regulatory Liaison
Centerpoint Energy
Initial Business Response /* (1000, 5, 2015/09/29) */
September 29, 2015
Mr. [redacted]
[redacted]
Minnetonka, MN 55345-3022
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com of Minnesota regarding the disconnection of your natural gas service at...
,[redacted] Minnetonka, Minnesota 55345.
CenterPoint Energy records show that the gas meter at your property was replaced on August 27, 2015. As you note, you were not at the property at this time, so our technician left a door tag notifying you that the meter was turned off and to call CenterPoint Energy to have your service restored.
However, because you were unaware that the meter had been replaced, you then called a repair person to determine why you had no hot water. The cost of this repair visit was $189. When you requested to have this amount reimbursed to you, your claim was denied.
You note that you were unaware that the gas service at your property had been turned off, and that no phone call or email was sent to notify you that this had occurred. To resolve this issue, and in the interest of good customer relations, I have credited your account for the cost of the unnecessary water heater repair ($189).
Please contact me if you have any further questions regarding this issue.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Business Response /* (1000, 6, 2015/10/26) */
October 26, 2015
Ms. [redacted]
[redacted] Cn Rapids, MN 55448-2322
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the reconnection of your natural gas...
service at [redacted], Cn Rapids, MN 55448-2322.
CenterPoint Energy records show that your account was disconnected on October 7, 2015, due to a past due balance of $70.07. Notification regarding the disconnection of your natural gas service was sent on September 22 and expired on October 2, 2015.
Our records also show that you paid $88.78 (the past due plus current balance) on October 7. However, our records do not show any contact until October 15, when you called to request that your gas service be reconnected. Our technician was sent to reconnect your gas service on October 16, but did not receive an answer via telephone or at your home upon arrival. You then called our office on October 17 and your gas service was reconnected later that day.
Although you stated that your gas service was disconnected for over a week, our records do not show that any request was made to restore the service until October 15. Please note that in the event of disconnection of natural gas services, customers must call CenterPoint Energy to arrange to have their service restored.
Because your gas service has been restored, CenterPoint Energy considers this matter resolved.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/11/05) */
I am rejecting this response because:
ONLY PART OF THIS STATEMENT IS TRUE-->Upon arrival, our employee found the dryer already pulled away from the wall and you admitted you had removed the dryer hose prior to our technician arriving; WE HAD THE DRYER PULLED ~ 3" FROM THE WALL! THE RIP IS 15" FROM THE WALL. THEREFORE, WE DID NOT DO THE RIP!! I HAVE ATTACHED TWO PHOTOS. #1. IS A PHOTO OF THE RIP ITSELF. IT IS UNEQUIVOCALLY IMPERATIVE TO NOTE THAT THE RIP, PICTURE #1, IS CUT AT THE FRONT AND PUCKERED TOWARDS THE BACK. ANALYSIS--> THE PUCKERING IS FROM THE FORCE OF THE FOOT OF THE DRYER CUTTING THE VINYL FLOOR, FROM THE FRONT, WERE THE CUT IS, TO THE BACK WHERE THE PUCKERING OR ACCORDION LOOK IS. THE BACK I AM REFERING TO IS THE TOP OF THE PHOTO AND REPRESENTS THE WALL, THE FRONT IS THE BOTTOM OF THE PHOTO AND IS THE FARTHEST FROM THE WALL. CONCLUSION BASED ON PHOTO FACT----> THE RIP OCCURED WHEN PUSHING THE DRYER BACK TOWARDS THE WALL, THAT IS HOW YOU CUT AT THE FRONT AND PUCKER TOWARDS THE BACK. IT IS 100% IMPOSSIBLE TO DO THIS BY PULLING THE DRYER OUT FROM THE WALL--- #2 PHOTO IS SHOWING A TOP DOWN VIEW. THE DRYER SIDE ON THE LEFT, THE WALL OF THE SINK ON THE RIGHT, THE RIP IN THE FLOOR, PUCKER TOWARDS THE WALL WHERE YOU SEE THE BASEBOARD CLEARLY AT THE TOP OF THE PICTURE.THIS IS FALSE---HE DID DAMAGE THE FLOOR---SEE THE ABOVE EXPLAINATION---As a courtesy, our employee reconnected the dryer hose at your request and pushed the dryer back against the wall after reconnecting the hose. He did not damage the floor when the dryer was put back in place. THIS IS FALSE--WE SAW, WHEN THE TECHNICIAN LEFT TO BY THE PART, HIS STUFF AND THE DRYER PARTS WERE ALL OVER. THE DRUM TO THE DRYER WAS IN THE DOORWAY IN FRONT OF THE SINK. THIS ACTION IS HOW THE WALL TRIM WAS CUT AND DAMAGED, BY HIM MOVING STUFF EVERYWHERE. The CenterPoint Energy technician made all repairs from the front of the unit, eliminating the need to move the dryer forward (from the position you had placed it in prior to his arrival); THIS IS FALSE---THERE WAS ALL KINDS OF NOISE WHEN HE WAS WORKING AND A BIG "BANG" WHILE HE WAS HERE, THEN WE HEARD THE TECHNICIAN SAY, "OH S_ _T". THIS IS A COMPLETELY FALSE STATEMENT BY CENTERPOINT/SERVICE PLUS. THIS HOUSE IS LESS THAN TWO MONTHS OLD, WE ARE NOT GOING TO CLOSE ON AND BUY A HOME WITH DAMAGED WOODWORK. The indentation in the door is on the opposite side of the room from the dryer and not anywhere near where the technician was working. There is no evidence to support your claim that CenterPoint Energy’s technician was responsible for this damage. THERE IS 100% EVIDENCE. Therefore, we respectfully maintain our position regarding liability of this claim and stand by our denial.----LET'S TAKE THIS TO THE NEXT LEVEL IF CENTERPOINT IS STANDING BY THEIR CLAIM. THEY ARE WRONG!!!WE WANT THEM TO REMOVE THE WAHER AND DRYER AND DISCONNECT THEM, REMOVE THEM FROM THE ROOM, STORE THEM IN A SAFE PLACE, REPLACE THE WOOD TRIM AND COMPLETE FLOOR WITH NEW PRODUCT, REPLACE AND RE-HOOK UP THE WASHER AND DRYER---MAKING OUR LAUNDRY ROOM LOOK LIKE NEW AGAIN. THIS IS WHAT WE WANT THEM TO PAY FOR AS THIS IS TOTALLY THEIR FAULT.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action ( A refund of 85$ diagnostic fee) and, if it does, will consider this complaint resolved.
Regards,
[redacted]
RE: Revdex.com Complaint Number [redacted]Dear [redacted]:This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding an Annual Furnace Tune-Up option that has been added to the Home Service Plus (HSP) Repair Plan contract at [redacted], Plymouth, Minnesota...
55466. Your complaint states that you purchased an appliance maintenance service for $9.00 per month and that it would cover four appliances. Our records show that on October 10, 2017, you added the Basic Repair Plan, which includes your furnace, water heater, clothes dryer and range. You also added your air conditioner to your Basic Repair Plan. The cost for this portion of your HSP Repair Plan is $25.20 per month, and it covers labor and most parts for those five appliances should they break. The Basic Repair Plan does not cover preventative maintenance services. On that same date, you added an Annual Furnace Tune-Up Option to your Basic Repair Plan. This Option is $9.00 per month, and it provides a tune-up for only your furnace one time per year. Please be aware that CenterPoint Energy does offer a Maintenance Plan, which includes maintenance services for multiple appliances but is a separate contract from the HSP Repair Plan contract. The cost of the Maintenance Plan is $25.95 per month, and it consists of a Spring Visit and a Fall Visit. The Spring Visit includes a central conditioner tune-up, clothes dryer vent cleaning and a bathroom fan cleaning for up to two bathrooms. The Fall Visit includes a furnace tune-up, water heater tune-up and a refrigerator coil cleaning. We see that on October 12, 2017, you requested that a supervisor call you back regarding the telephone call that took place on October 10, 2017 when you enrolled in your HSP Repair Plan. On October 19, 2017, a supervisor listened to the recorded telephone call from October 10, 2017. The supervisor then contacted you to advise that you were correctly informed by our agent that the $9.00 Annual Furnace Tune-Up option only covers preventative maintenance for your furnace, and not for the other appliances that are covered for repairs only under your HSP plan.If you would like to schedule your Annual Furnace Tune-Up, please contact us to do so. If you would like to be enrolled in the Maintenance Plan, please let us know, and then we can schedule a Fall Visit. Should you have further questions, please contact me. Jessica [redacted]Customer Service ###-###-####
Initial Business Response /* (1000, 5, 2016/02/25) */
February 25, 2016
Mr. [redacted]
[redacted]
Buffalo, MN 55313-1843
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the furnace tune-up performed by Home Service...
Plus (HSP) at your property on February 3, 2015.
As your complaint to the Revdex.com notes, an HSP service technician performed a furnace tune-up at your property prior to you purchasing the home. Although our technician found that the furnace was "very dirty," no carbon monoxide leaks were found, and the system was thoroughly cleaned and found to be operating well.
HSP furnace tune-ups are part of manufacturer-recommended preventative maintenance. CenterPoint Energy considers safety to be a top priority, and as such, the furnace at your property would have been shut down if any unsafe situation was found.
Please note that CenterPoint Energy and HSP do not provide furnace certification or inspection services. Although it is unfortunate that your furnace required replacement after you purchased the home (and more than six months after the tune-up was performed), the age of the appliance would have likely necessitated replacement in the near future at any rate. An HSP furnace tune-up could not have prevented replacing your appliance.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 7, 2016/02/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to your reply it says that you do not preform furnace "certification or inspection services". You don't preform furnace "inspections"? According to the New Webster Dictionary the definition of inspection is to "examine closely". So you don't "examine closely" the furnaces that people hire and entrust you to service and make sure they are safe?
The furnace needed to be replaced at the time of purchase because it was producing unsafe levels of carbon monoxide that your company did not test for even though the furnace was 35 years old.
I used the furnace for about 6 weeks when I moved into the home and during that time I got extremely sick with double pneumonia which is a sign of carbon monoxide poisoning.
After the initial 6 seeks or so that I used the furnace I did not turn it on again until the fall so although it was 6 month later the furnace was not used again after the initial 6 weeks or so.
The furnace did not deteriorate in the 6 weeks of use to the point that it was unsafe and needed to be replaced.
Also, a HSP turn up, if preformed as stated on YOUR checklist- to check the "presence of unsafe levels or carbon monoxide (CO)", would have resulted in the furnace being condemned and the sellers paying $2500 towards the price of a new furnace.
I believe that this was an extremely dangerous situation and that your company was neglectful in their evaluation of the furnace. If you would have preformed a CO test on the flue you would have detected the high CO levels and would have red tagged and turned off the furnace which would have resulted in the sellers paying $2500 towards the replacement with a new furnace.
I am not satisfied with your response and still want you to pay the $2500 that I missed out on towards a new furnace.
See Attachments.
Final Business Response /* (4000, 9, 2016/03/04) */
March 4, 2016
Mr. [redacted]
[redacted]
Buffalo, MN 55313-1843
Mr. [redacted]:
At the time our technician performed the furnace tune-up at your property (February 3, 2015), the carbon monoxide (CO) levels detected directly at all four burners was measured at a maximum of 35PPM, which is well within the acceptable safety range for a furnace. Our technician also found that the furnace was properly vented with good airflow, so this CO (a normal byproduct of combustion) would have vented outside your home.
Please also note that no ambient CO readings were detected in your home at the time our technician was at your property.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Business Response /* (1000, 8, 2015/09/22) */
September 22, 2015
Ms. [redacted]
[redacted]
Bloomington, MN 55438
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], Bloomington, Minnesota 55438.
As your complaint notes, your gas service was disconnected for non-payment on September 1, 2015, for a total past due balance of $60.02. And, although you paid this amount (plus the current bill), your service was not reconnected once your payment was received.
Unfortunately, CenterPoint Energy has been unable to determine the reason that your service was not reconnected, as our records showed no further contact after your payment was made. As you know, your service was then reconnected the following day, on September 3, 2015.
In an effort to resolve this issue, I have removed the reconnection fee of $28 from your account. Your balance is currently $26.68, which is due October 15, 2015.
Please contact me if you have any further questions regarding this issue.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/09/28) */
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Mr. [redacted]. Please find a copy of our response enclosed in the above attachment. Thank you,Shauntee [redacted]
Thank you for your patience regarding Revdex.com Complaint# [redacted] for [redacted] located at the address of [redacted] in Sleep Eye, MN. We tried contacting Mr. [redacted] by phone today and the call went unanswered; and the voicemail was full and we could not leave a message. We would greatly...
appreciate your assistance by responding to this email as soon as possible to let us know a day we can schedule repair visit. (Monday through Friday only). Sincerely, Shauntee [redacted]
Thank you for your patience in our response regarding Revdex.com Complaint #[redacted] listed in the name of [redacted], located at the address of [redacted] Bloomington, MN 55431. According to our records the gas service to this home was replaced on June 24, 2016. The yard was seeded on July...
8th. This summer was very hot and we had a dry period in July/August that caused many issues with weeds. Our field service could not find a work order indicating that we needed to go back to this property which is our normal process. However, we sent our restoration contractor to this address yesterday to see what could be done. They found the yard had been sodded by the City of Bloomington since they had work on a project in the area. The yard did not reflect where any further work is needed at this time. Please know that we apologize for any inconvenience or misunderstands this matter may have caused you. If we can be of any further assistance please contact us toll free at: ###-###-####. Sincerely, Shauntee [redacted]
Initial Business Response /* (1000, 6, 2016/03/04) */
March 4, 2016
Ms. [redacted]
Apple Valley, MN 55124-5156
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the account opened in your name at...
[redacted], Apple Valley, Minnesota 55124.
CenterPoint Energy records show that on August 6, 2015, gas service was placed into the name of [redacted] at the Echo Lane property, by the owner of that property. This is known as a "third party move-in" which is offered as a convenience to CenterPoint Energy customers.
A balance of $135.19 accrued through December 2015, although this has since been corrected.
At this time, the account in your name has been closed, and all associated charges have been cleared from your name. You should no longer receive collections calls regarding this balance.
I would like to apologize on behalf of CenterPoint Energy for any inconvenience you may have experienced as a result of this issue.
If you have any further questions, please contact me.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why would you allow the owner of the property to put a bill in our name. We NEVER lived at the property we were never associated with the property. I spoke to CenterPoint several times and gave my phone number for the property at [redacted] and NEVER once did they mention we had another account. So are you telling me you allowed someone to open an account with just our phone number to a property we had NO AFFILIATION with even though we already had an active account since Mar 2015? So what you are saying is anyone with my phone number owning a property can put our information on a bill with a name and phone number? This is unacceptable. I have received harassment from the collection agency calling my phone twice per day. I am not happy with this at all. My identity has now been compromised twice. No one asked for the last 4 digits of a social or anything. This is bad practice. What does a "Third Party move in " have to do with [redacted] and [redacted]. We never lived at that property nor did we apply to live at that property or have ANY association with that property! This is a VERY BAD MISTAKE on your behalf!
Final Business Response /* (4000, 10, 2016/03/15) */
Ms. [redacted]:
Unfortunately, CenterPoint Energy has no way to validate the authenticity of every new request for natural gas service. New customer information provided by a third party (for example, a landlord starting service for their tenant) is a transaction that CenterPoint Energy accepts as a convenience to our customers. This can lead to fraudulent information in rare instances.
However, CenterPoint Energy can correct billing information/records after investigating potential fraudulent situations. In this case, CenterPoint Energy was provided with incorrect billing information and has since corrected the error.
I would like to apologize for any inconvenience you may have experienced as a result of this issue. Because billing records have been corrected, CenterPoint Energy considers this matter resolved.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Final Consumer Response /* (2000, 12, 2016/03/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was not a new account. I have an account at [redacted] that has been opened since Feb 2015. I have called centerpoint several times and at NO point did anyone ask which account was I calling about. I had to provide my Social Security number when I opened my "real" account. I understand you see this as resolved but I have a real issue with this whole situation. If I was already a customer with an active bill. Why wasn't I notified that someone opened an account? Your company should taken better precautions. If you had my phone number I should have been notified before the collection agency started harassing me.
Thank you
Initial Business Response /* (1000, 5, 2015/06/25) */
June 25, 2015
[redacted]
[redacted]
Minneapolis, MN 55416
Dear Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) in which you stated CenterPoint Energy has been delivering your monthly...
statement late, and you are receiving late fees as a result.
You stated in your complaint that CenterPoint Energy was late delivering your monthly statement after moving to Houston, Texas. I show that your monthly statements have been mailed to you between the 20th and 23rd of every month, and are due between the 17th and 20th of the following month. These dates are based off when your meter is read every month during the normal meter reading cycle for your geographic location. We cannot change the meter reading date for one customer, because of the logistics involved with reading the meters of an entire area. Your billing cycle has been the same since at least 2006, and has not changed.
You mentioned that CenterPoint Energy mailed your statement late, and as a result, you have received late fees. CenterPoint Energy's records show that your monthly statements have all been mailed on time. After review of your account, I show you have only been assessed one $1.00 late fee within the last 24 months, and this fee was waived as a one-time courtesy when you contacted a CenterPoint Energy representative on June 16, 2015.
In your complaint you also stated that CenterPoint Energy insisted you set up Bank Draft to correct your billing issue. This is not correct. CenterPoint Energy gave you the option to set up Bank Draft so that you can chose a date in which your bill is paid every month, but at no time insisted this be done.
You requested CenterPoint Energy change your billing due date to be around the 20th of every month. CenterPoint Energy cannot change your billing cycle because of your meter reading cycle. However, no changes are required as your due date is around the 20th of the month with your current meter reading cycle.
You may contact me directly if you have any further concerns.
Sincerely,
Dominic A.
Customer Services
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If my bill is always on time why do they call me and ask me for a credit card payment almost every month? The day the check should be there they call every month with a computer generated response? That fee was imposed last month. Like I said, I mail my check the same time every month. It seems to get there on time part of the time and late by a day or 2 other times. I guess I will just get over it and continue this the same as always. I do not understand why they just can't read the meter at the same time every month and then give me an extra day or 2 to get the check to them? It seems simple but, I guess I I don't know what else to do except carry on as always. Thanks and sorry to trouble you.
Final Business Response /* (4000, 9, 2015/06/30) */
June 30, 2015
[redacted]
[redacted]
Minneapolis, MN 55416
Dear Mr. [redacted]:
This letter responds to your continued complaint to the Revdex.com (Revdex.com) in which you stated CenterPoint Energy has been delivering your monthly statement late, and you are receiving late fees as a result.
You indicated that you did not accept our recent response to your complaint filed with the Revdex.com. You stated you did not understand why we could not read your meter on the same day every month. CenterPoint Energy tries to read customer's meters as close to the same day as previous months, but are unable to do so all the time, because of weekends and holidays. I show we do read your meter around the same time every month, and are generally within three days from the previous month.
I show you are receiving a paper statement, and then mailing a check every month. If you are a day or two late, you will receive a credit generated call to remind you that a payment was recently due. To expedite the billing process, you have the option to receive an electronic copy of your bill, or pay electronically to avoid your payment being late. You do not have to do this, but it will shorten the time it takes for you to receive your statement, or shorten the time for CenterPoint Energy to receive your payment.
You may contact me directly if you have any further concerns.
Sincerely,
Dominic A.
Customer Services
CenterPoint Energy
[redacted]
October 19, 2016 Mr. [redacted] Cedar, MN 55011-9266 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 properties. CenterPoint Energy records...
show that you hold a Repair Plan contract at the following properties: [redacted], Brooklyn Park $19.50 [redacted], Brooklyn Park $19.50 [redacted] Brooklyn Park $19.50 CenterPoint Energy records show that you have had four service calls at [redacted] since you enrolled in HSP in 2012: On December 7, 2013, your tenant called to report that the furnace was not heating. Our technician arrived at the property later that day and made repairs to the furnace, the cost of which ($164.76) were covered by your Repair Plan. Our records show that your account was credited for three months’ cost of the HSP Repair Plan as compensation for the wait time.On January 30, 2014, your tenant called to report that there was no hot water at the property. Again, our technician arrived within hours of the call and repaired the appliance, and again the cost ($137.98) was covered by your Repair Plan. On October 4, 2014, the furnace again required repair. However, because HSP was overbooked, a repair was not completed until October 8. The cost of this repair ($120) was also covered with your Repair Plan. Our records show that your account was credited for two months’ cost of the HSP repair plan due to this wait time.On October 8, 2016, your tenant called CenterPoint Energy to schedule a repair of the furnace. At that time, the soonest available appointment was October 11. However, during the course of the repair, our technician found that the furnace (which was 35 years old) was producing unsafe levels of carbon monoxide during operation. To make the situation safe, the technician “red-tagged” the appliance and stated that the furnace would need to be replaced, as your complaint notes. Your complaint notes that the issues with your furnace were repaired by another heating contractor “for $80 each time.” CenterPoint Energy and HSP stand behind our technician’s diagnosis that the furnace at your property was producing unsafe levels of carbon monoxide and cannot verify the work performed by another heating contractor. CenterPoint Energy and HSP have fulfilled the terms and conditions of the HSP Repair Plan contracts you have, and respectfully decline your request for “a refund of everything I have ever paid to HSP.” However, if you wish to cancel your contracts, you may do so with no additional charges. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint# [redacted] for Mr. [redacted]. We acknowledge receipt of Mr. [redacted]’s rebuttal rejection received in office. Please note on 6/7/16, Mr. [redacted] contacted CNP/HSP regarding adding the Replacement Assistance Plan, it was at this time our representative advised that the refrigerator would be covered with RAP “if it is in working condition”. Please understand the Replacement Assistance Plan was canceled for the refrigerator option only on 8/2/16 due to the pre-existing condition. We apologize for any misunderstanding and inconvenience that this matter may have caused Mr. [redacted]. However, we stand by our decision to deny Mr. [redacted]’s request for Replacement Assistance in the amount of $850.00. Mr. [redacted] has not been charged for the Replacement Assistance Plan. Sincerely, Shauntee [redacted]
March 6, 2018 Mr. [redacted] Champlin, MN 55316-2233 Mr. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding issues related to the repair of your water heater by Home Service Plus (HSP) for your account at...
[redacted], Champlin, Minnesota 55316. CenterPoint Energy records show that you contacted our office to schedule a repair for your water heater on February 22, 2018, which was scheduled between 5PM and midnight. Unfortunately, you were not notified that HSP was not able to make this appointment window, so the order was deferred until the following day. CenterPoint Energy and Home Service Plus would like to apologize for this error. Please note that your account has been credited for three months of the HSP Repair Plan, which will appear on your subsequent three invoices. If you have any further questions regarding this issue, please contact us. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
See attachment.To Whom It May Concern: We
are in receipt of Mr. [redacted] complaint regarding the above-referenced
property. I
have attached a copy of the most recent service visit. To clarify Mr. [redacted] warranty; Mr. [redacted] has a manufacturer
warranty that was purchased through...
[redacted].
He indicated that Chas Roberts’ holds the warranty support contract for
his unit. This is incorrect; any
licensed contractor can perform repairs for Mr. [redacted] as he has a warranty with
[redacted], and not Chas Roberts. Please find attached a copy of his manufacturer
warranty printed from [redacted]’s website. [redacted]
also requires regular maintenance to be performed on the equipment in order to
maintain the extended warranty. There is
no record in our system of Mr. [redacted] having maintenance performed on his system
by us. Mr. [redacted] keeps indicating that there is something wrong with
his equipment as he feels the humidity in his home is high. Chas Roberts replaced the equipment on his
property back in 2010. This was an
equipment only change out – therefore, Chas Roberts would be responsible for
the workmanship on the equipment installation only for a period of two years. Mr.
[redacted] warranty covers the equipment.
High humidity has nothing to do with the workmanship side of Chas
Roberts. Any equipment-related issues
again, can be facilitated by any [redacted] Comfort Specialist Dealer. Further, if after sending multiple
technicians out to the home to try and resolve his issue and he was not
satisfied, he was well within his consumer rights to get another contractor out
that could utilize his manufacturer warranty. The General Manager for our warranty department did in fact
inform Mr. [redacted] that if he was not happy with the service he was receiving
from Chas Roberts or if he felt that the technical expertise was lacking, he
was more than welcome to utilize another contractor as his warranty is not
specific to Chas Roberts. Mr. [redacted]
declined this, and kept his appointment for August 8th, 2017. The August 8th, visit demonstrated
that there were no issues with his equipment. If Mr. [redacted] does not like that analysis, he is more than
welcome to find another contractor.
There are no workmanship or customer service issues with this complaint.
January 16, 2017 Ms. [redacted] Shakopee, MN 55379-4552 Ms. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) regarding billing errors on your CenterPoint Energy account for your property at [redacted], Shakopee, Minnesota...
55379. Your complaint states that your account has been incorrectly billed for Home Service Plus (HSP) since you enrolled in the Repair Plan in September 2015. Please note that your account has been billed for the correct amounts each month, but due to an issue with CenterPoint Energy’s system, the timing of these charges was set incorrectly. As a result, HSP was not included with each bill as it should have been. In other words, monthly HSP charges were assessed to your account each month after the bill for natural gas usage had already been sent. Since you enrolled in the HSP Repair Plan in September 2015, your account has been billed as shown on the attached Billing Statement. This issue was corrected in December 2016, and the two most recent invoices have been sent with gas and HSP charges. If you have any further questions regarding this issue, please contact me. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
January 17, 2017 Ms. [redacted] Shakopee, MN 55379-4552 Ms. [redacted]: This letter responds to your complaint to the Revdex.com (Revdex.com) regarding billing errors on your CenterPoint Energy account for your property at [redacted], Shakopee, Minnesota 55379. Since September 2016, your account has been billed in the following manner: Gas HSP Payment Notes September 2016 $ 35.00 $ 25.20 October 2016 $ 35.00 $ 25.20 $ (55.00) November 2016 $ 35.00 $ 25.20 $ (55.00) Late Fee $ 1.00 December 2016 $ 35.00 $ 25.20 $ (8.72) MN Refund Subtotals: $ 141.00 $ 100.80 $ (118.72) Total Charges: $ 241.80 Credits: $(118.72) Current Balance: $ 123.08 Your account has been billed a total of $141 in gas charges and $100.80 in HSP charges (which total $241.80) since September 2016. CenterPoint Energy has received payments in the amount of $110.00, along with the Minnesota Refund of $8.72, which results in your current balance of $123.08. If you have not been credited for any other payments you may have made, please contact me. Sincerely, Robin H Regulatory Liaison CenterPoint Energy
Mr. [redacted]:Please provide a brief description of the issues you have experienced so that they can be addressed. Sincerely, Robin HRegulatory LiaisonCenterPoint Energy
Initial Business Response /* (1000, 9, 2016/01/13) */
January 8, 2016
Ms. [redacted]
Burnsville, MN 55337-3175
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding warranty coverage for your water heater at...
[redacted], Burnsville, Minnesota 55337-3175.
The warranty HSP provides and honors is the manufacturer's warranty on the tank and tank parts. The manufacturer (AOSmith) only covers the original home owner. As a result, Home Service Plus is only able to honor the warranty to the original homeowner.
If you are interested in purchasing a new appliance, Home Service Plus has several options available. However, we are not able to replace your water heater under the previous homeowner's warranty.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 11, 2016/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have only been told that HSP's warranty is the same as the manufacturer's warranty. I ask that Centerpoint provide a copy of the original warranty language. There must be a brochure or something that HSP provides to the original buyers, which clearly states that HSP's warranty does not transfer to the new homeowner. I went to Menards to check their water heater and their extended warranty. Menard's has a brochure that clearly states that their extended warranty is transferrable even if the manufacturer warranty is not. It baffles me that HSP still can't provide a brochure with the original warranty language...all I have is their email rejection notices and attempts to sell me a new water heater. Just provide the written warranty as proof. And don't provide me with the manufacturer warranty, I already have that.
Final Consumer Response /* (4200, 17, 2016/01/21) */
I contacted Centerpoint via their HSP customer service line regarding the warranty, they transferred me to their sales team again. I pointed out that the warranty sticker attached to my water heater does not say it's not transferrable and it does not refer back to manufacturer warranty. Once again I asked for proof; sale person said that his sticker info has the 'non-transferrable' language; I said that mine does not. So apparently their old stickers don't have the 'non-transferrable' language but their new stickers do. However, that shouldn't matter to me since my water heater contract is under the old sticker; therefore my water heater is warranty for a full replacement at no charge. Centerpoint Sales person said he'd call me back...I am still waiting callback.
Final Business Response /* (4000, 24, 2016/02/09) */
[redacted]Document Attached[redacted]
Ms. [redacted]:
I have attached the a copy of terms of the manufacturer's warranty for the water heater at your property. As shown in the first sentence of the warranty terms, the warranty is not transferable.
Sincerely,
Robin H
Regulatory Liaison
Centerpoint Energy
Initial Business Response /* (1000, 5, 2015/09/29) */
September 29, 2015
Mr. [redacted]
[redacted]
Minnetonka, MN 55345-3022
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com of Minnesota regarding the disconnection of your natural gas service at...
,[redacted] Minnetonka, Minnesota 55345.
CenterPoint Energy records show that the gas meter at your property was replaced on August 27, 2015. As you note, you were not at the property at this time, so our technician left a door tag notifying you that the meter was turned off and to call CenterPoint Energy to have your service restored.
However, because you were unaware that the meter had been replaced, you then called a repair person to determine why you had no hot water. The cost of this repair visit was $189. When you requested to have this amount reimbursed to you, your claim was denied.
You note that you were unaware that the gas service at your property had been turned off, and that no phone call or email was sent to notify you that this had occurred. To resolve this issue, and in the interest of good customer relations, I have credited your account for the cost of the unnecessary water heater repair ($189).
Please contact me if you have any further questions regarding this issue.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (2000, 6, 2015/09/29) */
Initial Business Response /* (1000, 6, 2015/10/26) */
n Rapids, MN 55448-2322
n Rapids, MN 55448-2322.
October 26, 2015
Ms. [redacted]
[redacted]
C
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the reconnection of your natural gas...
service at [redacted], C
CenterPoint Energy records show that your account was disconnected on October 7, 2015, due to a past due balance of $70.07. Notification regarding the disconnection of your natural gas service was sent on September 22 and expired on October 2, 2015.
Our records also show that you paid $88.78 (the past due plus current balance) on October 7. However, our records do not show any contact until October 15, when you called to request that your gas service be reconnected. Our technician was sent to reconnect your gas service on October 16, but did not receive an answer via telephone or at your home upon arrival. You then called our office on October 17 and your gas service was reconnected later that day.
Although you stated that your gas service was disconnected for over a week, our records do not show that any request was made to restore the service until October 15. Please note that in the event of disconnection of natural gas services, customers must call CenterPoint Energy to arrange to have their service restored.
Because your gas service has been restored, CenterPoint Energy considers this matter resolved.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/11/05) */
I am rejecting this response because:
ONLY PART OF THIS STATEMENT IS TRUE-->Upon arrival, our employee found the dryer already pulled away from the wall and you admitted you had removed the dryer hose prior to our technician arriving; WE HAD THE DRYER PULLED ~ 3" FROM THE WALL! THE RIP IS 15" FROM THE WALL. THEREFORE, WE DID NOT DO THE RIP!! I HAVE ATTACHED TWO PHOTOS. #1. IS A PHOTO OF THE RIP ITSELF. IT IS UNEQUIVOCALLY IMPERATIVE TO NOTE THAT THE RIP, PICTURE #1, IS CUT AT THE FRONT AND PUCKERED TOWARDS THE BACK. ANALYSIS--> THE PUCKERING IS FROM THE FORCE OF THE FOOT OF THE DRYER CUTTING THE VINYL FLOOR, FROM THE FRONT, WERE THE CUT IS, TO THE BACK WHERE THE PUCKERING OR ACCORDION LOOK IS. THE BACK I AM REFERING TO IS THE TOP OF THE PHOTO AND REPRESENTS THE WALL, THE FRONT IS THE BOTTOM OF THE PHOTO AND IS THE FARTHEST FROM THE WALL. CONCLUSION BASED ON PHOTO FACT----> THE RIP OCCURED WHEN PUSHING THE DRYER BACK TOWARDS THE WALL, THAT IS HOW YOU CUT AT THE FRONT AND PUCKER TOWARDS THE BACK. IT IS 100% IMPOSSIBLE TO DO THIS BY PULLING THE DRYER OUT FROM THE WALL--- #2 PHOTO IS SHOWING A TOP DOWN VIEW. THE DRYER SIDE ON THE LEFT, THE WALL OF THE SINK ON THE RIGHT, THE RIP IN THE FLOOR, PUCKER TOWARDS THE WALL WHERE YOU SEE THE BASEBOARD CLEARLY AT THE TOP OF THE PICTURE.THIS IS FALSE---HE DID DAMAGE THE FLOOR---SEE THE ABOVE EXPLAINATION---As a courtesy, our employee reconnected the dryer hose at your request and pushed the dryer back against the wall after reconnecting the hose. He did not damage the floor when the dryer was put back in place. THIS IS FALSE--WE SAW, WHEN THE TECHNICIAN LEFT TO BY THE PART, HIS STUFF AND THE DRYER PARTS WERE ALL OVER. THE DRUM TO THE DRYER WAS IN THE DOORWAY IN FRONT OF THE SINK. THIS ACTION IS HOW THE WALL TRIM WAS CUT AND DAMAGED, BY HIM MOVING STUFF EVERYWHERE. The CenterPoint Energy technician made all repairs from the front of the unit, eliminating the need to move the dryer forward (from the position you had placed it in prior to his arrival); THIS IS FALSE---THERE WAS ALL KINDS OF NOISE WHEN HE WAS WORKING AND A BIG "BANG" WHILE HE WAS HERE, THEN WE HEARD THE TECHNICIAN SAY, "OH S_ _T". THIS IS A COMPLETELY FALSE STATEMENT BY CENTERPOINT/SERVICE PLUS. THIS HOUSE IS LESS THAN TWO MONTHS OLD, WE ARE NOT GOING TO CLOSE ON AND BUY A HOME WITH DAMAGED WOODWORK. The indentation in the door is on the opposite side of the room from the dryer and not anywhere near where the technician was working. There is no evidence to support your claim that CenterPoint Energy’s technician was responsible for this damage. THERE IS 100% EVIDENCE. Therefore, we respectfully maintain our position regarding liability of this claim and stand by our denial.----LET'S TAKE THIS TO THE NEXT LEVEL IF CENTERPOINT IS STANDING BY THEIR CLAIM. THEY ARE WRONG!!!WE WANT THEM TO REMOVE THE WAHER AND DRYER AND DISCONNECT THEM, REMOVE THEM FROM THE ROOM, STORE THEM IN A SAFE PLACE, REPLACE THE WOOD TRIM AND COMPLETE FLOOR WITH NEW PRODUCT, REPLACE AND RE-HOOK UP THE WASHER AND DRYER---MAKING OUR LAUNDRY ROOM LOOK LIKE NEW AGAIN. THIS IS WHAT WE WANT THEM TO PAY FOR AS THIS IS TOTALLY THEIR FAULT.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action ( A refund of 85$ diagnostic fee) and, if it does, will consider this complaint resolved.
Regards,
[redacted]
RE: Revdex.com Complaint Number [redacted]Dear [redacted]:This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding an Annual Furnace Tune-Up option that has been added to the Home Service Plus (HSP) Repair Plan contract at [redacted], Plymouth, Minnesota...
55466. Your complaint states that you purchased an appliance maintenance service for $9.00 per month and that it would cover four appliances. Our records show that on October 10, 2017, you added the Basic Repair Plan, which includes your furnace, water heater, clothes dryer and range. You also added your air conditioner to your Basic Repair Plan. The cost for this portion of your HSP Repair Plan is $25.20 per month, and it covers labor and most parts for those five appliances should they break. The Basic Repair Plan does not cover preventative maintenance services. On that same date, you added an Annual Furnace Tune-Up Option to your Basic Repair Plan. This Option is $9.00 per month, and it provides a tune-up for only your furnace one time per year. Please be aware that CenterPoint Energy does offer a Maintenance Plan, which includes maintenance services for multiple appliances but is a separate contract from the HSP Repair Plan contract. The cost of the Maintenance Plan is $25.95 per month, and it consists of a Spring Visit and a Fall Visit. The Spring Visit includes a central conditioner tune-up, clothes dryer vent cleaning and a bathroom fan cleaning for up to two bathrooms. The Fall Visit includes a furnace tune-up, water heater tune-up and a refrigerator coil cleaning. We see that on October 12, 2017, you requested that a supervisor call you back regarding the telephone call that took place on October 10, 2017 when you enrolled in your HSP Repair Plan. On October 19, 2017, a supervisor listened to the recorded telephone call from October 10, 2017. The supervisor then contacted you to advise that you were correctly informed by our agent that the $9.00 Annual Furnace Tune-Up option only covers preventative maintenance for your furnace, and not for the other appliances that are covered for repairs only under your HSP plan.If you would like to schedule your Annual Furnace Tune-Up, please contact us to do so. If you would like to be enrolled in the Maintenance Plan, please let us know, and then we can schedule a Fall Visit. Should you have further questions, please contact me. Jessica [redacted]Customer Service ###-###-####
Initial Business Response /* (1000, 5, 2016/02/25) */
February 25, 2016
Mr. [redacted]
[redacted]
Buffalo, MN 55313-1843
Mr. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the furnace tune-up performed by Home Service...
Plus (HSP) at your property on February 3, 2015.
As your complaint to the Revdex.com notes, an HSP service technician performed a furnace tune-up at your property prior to you purchasing the home. Although our technician found that the furnace was "very dirty," no carbon monoxide leaks were found, and the system was thoroughly cleaned and found to be operating well.
HSP furnace tune-ups are part of manufacturer-recommended preventative maintenance. CenterPoint Energy considers safety to be a top priority, and as such, the furnace at your property would have been shut down if any unsafe situation was found.
Please note that CenterPoint Energy and HSP do not provide furnace certification or inspection services. Although it is unfortunate that your furnace required replacement after you purchased the home (and more than six months after the tune-up was performed), the age of the appliance would have likely necessitated replacement in the near future at any rate. An HSP furnace tune-up could not have prevented replacing your appliance.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Consumer Rebuttal /* (3000, 7, 2016/02/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to your reply it says that you do not preform furnace "certification or inspection services". You don't preform furnace "inspections"? According to the New Webster Dictionary the definition of inspection is to "examine closely". So you don't "examine closely" the furnaces that people hire and entrust you to service and make sure they are safe?
The furnace needed to be replaced at the time of purchase because it was producing unsafe levels of carbon monoxide that your company did not test for even though the furnace was 35 years old.
I used the furnace for about 6 weeks when I moved into the home and during that time I got extremely sick with double pneumonia which is a sign of carbon monoxide poisoning.
After the initial 6 seeks or so that I used the furnace I did not turn it on again until the fall so although it was 6 month later the furnace was not used again after the initial 6 weeks or so.
The furnace did not deteriorate in the 6 weeks of use to the point that it was unsafe and needed to be replaced.
Also, a HSP turn up, if preformed as stated on YOUR checklist- to check the "presence of unsafe levels or carbon monoxide (CO)", would have resulted in the furnace being condemned and the sellers paying $2500 towards the price of a new furnace.
I believe that this was an extremely dangerous situation and that your company was neglectful in their evaluation of the furnace. If you would have preformed a CO test on the flue you would have detected the high CO levels and would have red tagged and turned off the furnace which would have resulted in the sellers paying $2500 towards the replacement with a new furnace.
I am not satisfied with your response and still want you to pay the $2500 that I missed out on towards a new furnace.
See Attachments.
Final Business Response /* (4000, 9, 2016/03/04) */
March 4, 2016
Mr. [redacted]
[redacted]
Buffalo, MN 55313-1843
Mr. [redacted]:
At the time our technician performed the furnace tune-up at your property (February 3, 2015), the carbon monoxide (CO) levels detected directly at all four burners was measured at a maximum of 35PPM, which is well within the acceptable safety range for a furnace. Our technician also found that the furnace was properly vented with good airflow, so this CO (a normal byproduct of combustion) would have vented outside your home.
Please also note that no ambient CO readings were detected in your home at the time our technician was at your property.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Initial Business Response /* (1000, 8, 2015/09/22) */
September 22, 2015
Ms. [redacted]
[redacted]
Bloomington, MN 55438
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], Bloomington, Minnesota 55438.
As your complaint notes, your gas service was disconnected for non-payment on September 1, 2015, for a total past due balance of $60.02. And, although you paid this amount (plus the current bill), your service was not reconnected once your payment was received.
Unfortunately, CenterPoint Energy has been unable to determine the reason that your service was not reconnected, as our records showed no further contact after your payment was made. As you know, your service was then reconnected the following day, on September 3, 2015.
In an effort to resolve this issue, I have removed the reconnection fee of $28 from your account. Your balance is currently $26.68, which is due October 15, 2015.
Please contact me if you have any further questions regarding this issue.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (2000, 10, 2015/09/28) */
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Mr. [redacted]. Please find a copy of our response enclosed in the above attachment. Thank you,Shauntee [redacted]
Thank you for your patience regarding Revdex.com Complaint# [redacted] for [redacted] located at the address of [redacted] in Sleep Eye, MN. We tried contacting Mr. [redacted] by phone today and the call went unanswered; and the voicemail was full and we could not leave a message. We would greatly...
appreciate your assistance by responding to this email as soon as possible to let us know a day we can schedule repair visit. (Monday through Friday only). Sincerely, Shauntee [redacted]
Thank you for your patience in our response regarding Revdex.com Complaint #[redacted] listed in the name of [redacted], located at the address of [redacted] Bloomington, MN 55431. According to our records the gas service to this home was replaced on June 24, 2016. The yard was seeded on July...
8th. This summer was very hot and we had a dry period in July/August that caused many issues with weeds. Our field service could not find a work order indicating that we needed to go back to this property which is our normal process. However, we sent our restoration contractor to this address yesterday to see what could be done. They found the yard had been sodded by the City of Bloomington since they had work on a project in the area. The yard did not reflect where any further work is needed at this time. Please know that we apologize for any inconvenience or misunderstands this matter may have caused you. If we can be of any further assistance please contact us toll free at: ###-###-####. Sincerely, Shauntee [redacted]
Initial Business Response /* (1000, 6, 2016/03/04) */
March 4, 2016
Ms. [redacted]
Apple Valley, MN 55124-5156
Ms. [redacted]:
This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the account opened in your name at...
[redacted], Apple Valley, Minnesota 55124.
CenterPoint Energy records show that on August 6, 2015, gas service was placed into the name of [redacted] at the Echo Lane property, by the owner of that property. This is known as a "third party move-in" which is offered as a convenience to CenterPoint Energy customers.
A balance of $135.19 accrued through December 2015, although this has since been corrected.
At this time, the account in your name has been closed, and all associated charges have been cleared from your name. You should no longer receive collections calls regarding this balance.
I would like to apologize on behalf of CenterPoint Energy for any inconvenience you may have experienced as a result of this issue.
If you have any further questions, please contact me.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2016/03/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why would you allow the owner of the property to put a bill in our name. We NEVER lived at the property we were never associated with the property. I spoke to CenterPoint several times and gave my phone number for the property at [redacted] and NEVER once did they mention we had another account. So are you telling me you allowed someone to open an account with just our phone number to a property we had NO AFFILIATION with even though we already had an active account since Mar 2015? So what you are saying is anyone with my phone number owning a property can put our information on a bill with a name and phone number? This is unacceptable. I have received harassment from the collection agency calling my phone twice per day. I am not happy with this at all. My identity has now been compromised twice. No one asked for the last 4 digits of a social or anything. This is bad practice. What does a "Third Party move in " have to do with [redacted] and [redacted]. We never lived at that property nor did we apply to live at that property or have ANY association with that property! This is a VERY BAD MISTAKE on your behalf!
Final Business Response /* (4000, 10, 2016/03/15) */
Ms. [redacted]:
Unfortunately, CenterPoint Energy has no way to validate the authenticity of every new request for natural gas service. New customer information provided by a third party (for example, a landlord starting service for their tenant) is a transaction that CenterPoint Energy accepts as a convenience to our customers. This can lead to fraudulent information in rare instances.
However, CenterPoint Energy can correct billing information/records after investigating potential fraudulent situations. In this case, CenterPoint Energy was provided with incorrect billing information and has since corrected the error.
I would like to apologize for any inconvenience you may have experienced as a result of this issue. Because billing records have been corrected, CenterPoint Energy considers this matter resolved.
Sincerely,
Robin H
Regulatory Liaison
CenterPoint Energy
Final Consumer Response /* (2000, 12, 2016/03/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This was not a new account. I have an account at [redacted] that has been opened since Feb 2015. I have called centerpoint several times and at NO point did anyone ask which account was I calling about. I had to provide my Social Security number when I opened my "real" account. I understand you see this as resolved but I have a real issue with this whole situation. If I was already a customer with an active bill. Why wasn't I notified that someone opened an account? Your company should taken better precautions. If you had my phone number I should have been notified before the collection agency started harassing me.
Thank you