Initial Business Response / [redacted] (1000, 12, 2015/07/28) */ ***Document Attached [redacted] July 27, Mr [redacted] Litchfield, MN 55355- Mr [redacted] : This letter responds to your complaint the Revdex.com of Minnesota regarding the balance owed on your account CenterPoint Energy records show that your balance is currently $674.03; $of which is past dueTo demonstrate how this balance occurred, I have attached a document which shows the total amounts billed to your accountThis includes: Gas Charges: $1, Late Fees: $ Appliance Repair $ Reconnection Fee: $ The total amount billed to your account since your service began on June 1, 2013, is $1,During that time, you have submitted payments totaling $1,The difference between the amount billed and the amount you have paid is $674.03, which is your current total balance owed Please note that your gas service is currently eligible for disconnection for a past due balance of $in gas charges Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) OK so now were is the part of all the money that I have paid because I have paid allot more then thatSee that is another thing that you guys can send let alone show proof of all the charges and billed paidWere is all that proof? Final Consumer Response / [redacted] (3000, 19, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again you guys can not do what is asked, I have asked several times now for a detailed copy of everything billed and everything paidAnd you guys cant do thatI know that we don't owe that muchI attached on 8-5-a copy of my last bill clearly stated that you say I owe $but you say I owe $plus you guys are trying to charge me $dollar for a cancelled installmentFirst off it was never cancelled and you cant charge someone thatAnd I want a detailed bill on everything owed and everything payedI know for a faked that we don't owe you this much money because when I set up the installment plan my bill would have been paid off this month 8-9-Per my conversation with the Representative on the phone months ago and my bill was then $ Final Business Response / [redacted] (4000, 21, 2015/08/19) */ I have attached an account history of charges and payments made to your account
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Ms [redacted] located at the address of [redacted] in Victoria, MN We ask that you please refer to the above attachment regarding Ms***’s response to her claim # [redacted] filedIf you have questions please contact meSincerely, Shauntee [redacted]
Mr***:Please provide a brief description of the issues you have experienced so that they can be addressedSincerely, Robin HRegulatory LiaisonCenterPoint Energy
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I would point out that the technician scheduled for the second visit (March 13th) did not show up The ACI test was coincidentally scheduled for the same day, but the purpose for that was not to repair the meter Nonetheless, CenterPoint's resolution is satisfactory to me, and thanks to Robin Hfor his efforts in that regard
Initial Business Response / [redacted] (1000, 5, 2016/02/25) */ February 25, Mr [redacted] Buffalo, MN 55313- Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the furnace tuperformed by Home Service Plus (HSP) at your property on February 3, As your complaint to the Revdex.com notes, an HSP service technician performed a furnace tuat your property prior to you purchasing the homeAlthough 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 maintenanceCenterPoint 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 servicesAlthough it is unfortunate that your furnace required replacement after you purchased the home (and more than six months after the tuwas performed), the age of the appliance would have likely necessitated replacement in the near future at any rateAn HSP furnace tucould not have prevented replacing your appliance Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal / [redacted] (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 years old I used the furnace for about 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 seeks or so that I used the furnace I did not turn it on again until the fall so although it was month later the furnace was not used again after the initial weeks or so The furnace did not deteriorate in the 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 $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 furnaceIf 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 $towards the replacement with a new furnace I am not satisfied with your response and still want you to pay the $that I missed out on towards a new furnace See Attachments Final Business Response / [redacted] (4000, 9, 2016/03/04) */ March 4, Mr [redacted] Buffalo, MN 55313- Mr [redacted] : At the time our technician performed the furnace tuat 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 furnaceOur technician also found that the furnace was properly vented with good airflow, so this CO (a 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
11-May-16Regarding Complaint ID: [redacted] ***Litchfield Park, AZ 85340Dear Mr***,We are in receipt of the complaint regarding the above-referenced propertyI have attached several documents for your review.We want to reiterate to you, as our Service Supervisor discussed with you in September of 2015, we will not compensate you for items that do not fall under any type of warranty or workmanship with Chas Roberts.Your system was placed in to service, in a new construction home, in January of Your builder provided a 1-year labor warranty, and a 5-year parts warrantyThere were two warranty calls to your property in 2004, both of which were unrelated to any type of water leakWe went out for an air adjustment and a noise issue, and we addressed bothThe next visit was in 2009, at which time we replaced a run capacitor in your equipmentAgain, not related to any type of leakIn 2014, we replaced an ignitor and also recommended our CAP maintenance plan to you, and you said you would call back for the maintenance.In July of 2015, we had an appointment scheduled, at which time you did not show upSubsequently, in August of 2015, we went for a no cool appointmentWe found a bad run capacitor on your upstairs unit, as well as replaced your filters and again, you said you would think about the maintenance planYou were also told, which is on the invoice, that if your downstairs system didn’t cool, to contact us and we would go outWe did not indicate that this would be free of charge, nor did we indicate that we would contact you; you were to contact us if the system downstairs, which was iced over, wouldn’t cool.In September of 2015, you called us again, and we went out to your home because your downstairs system was not coolingThe system was again iced overWhile waiting for the system to defrost, we tested both the drain lines, and there were no issues – they drained freelyWe also determined that the pressure readings on the downstairs unit was low and recommended a leak searchYou declined this work, and said you would call us back later.You are accusing our technician of not letting you know about potential damages to your propertyAt the time of his visit, he made recommendations to resolve the issue at hand, and also verified that there was no drainage problem with your linesThe invoice indicates thisYou also indicated that the technician performed a “repair.” The technician did not perform any repairHe flushed out the drain lines to ensure they were clear and told you that a leak search was warranted to further diagnose your frozen downstairs unitYou declined the work to further assess the situation related to your system that cooled the downstairsThe only work that was performed, was a part replacement on your system that cooled the upstairs in August.On September 17, 2015, we scheduled a workmanship check at your requestYou indicated you had water through your ceilingAt our arrival, the insulation and stains were completely dryThe technician let you know that the leak was caused by a clogged P-TrapAgain, your downstairs unit was iced overThe technician informed you that when the ice melts (an iced over unit typically indicates something else is going on, which is why we had recommended a leak search at the prior appointment to which you declined), it is often too much water for the drain line to handle and carries any and all debris into the drain linesThis can result in a plugged P-trap, which Chas Roberts would not responsible for as it recommended a course of action in the previous visit, to which you declinedThe technician again let you know that you should look at regular maintenance on the equipment, at which time we would provide new P-traps, as part of that serviceYou indicated that you would call in next week for the maintenance.Our supervisor and technician both informed you that your issue was due to a lack of maintenance and not workmanshipYour systems are years old, and it would be unrealistic to expect, given the fact that clearly there was an underlying issue with the downstairs equipment, with it being found iced over at multiple visits and you declining work, that Chas Roberts would cover any damages to your homeFurther, it would seem as though this complaint is without merit given Chas Roberts had given you multiple opportunities, and informed you of the importance of regular maintenance to catch these items prior to them happening, and you declined them all.Respectfully, Damon B [redacted] VP of Residential Sales and Service
I am rejecting this response because: [redacted] Ref:Center Point Energy account: [redacted] My gaz service has been unlawfully disconnected by centerpoint energy (CPE) since july despite the fact that I mad CPE aware that my son’s just had a surgery a [redacted] And that I’m current on my bill payement Minnesota law requires utilites to offer their customer a budget plan wich is a way for a customer, to have a bill that remains constant year round.The utility company will calculate your average monthly usage by reviewing the previous months of service.CPE determined based on my usage that my bill will be $a monthI never failed to pay my $as show on the statement (exibit1) even when my usage is only $and evenafter I left the house the past months for better amenities to care for my sonDespite this fact, CPE has systematically charged me late fees and requested that I pay a reconnection fee.The ABOMINATION IS THAT ,THE RECONNECTION FEES ARE ONLY PAID THROUGH A THIRD PARTY, wich ADD to the customer’s bill.The $ extra fees are shared between CPE and the third party .CPE WILL NOT ALLOW YOU TO PAY THROUH YOUR CHECKING OR SAVINGS ACCOUNT ,BECAUSE CPE WOULD NOT COLLECT ANY EXTRA FEES DOING SO.I’ ve filed a complaint against CPE with CFE regarding such a practice; and joined the long list of CPE customers in a class action law suitI humbly recommend that , the office of Minnesota Attorney General look into CPE’s practices for a law suit against a reckless company who has the monopoly of the market in my area when it comes to gaz distribution.:I’m left with NO CHOICE BUT TO HAVE CPE as my gas provider I reserve the right to file a personal law suit against CPE [redacted] ***
I am rejecting this response because: MS[redacted] INFORMATION SHE IS PROVIDING IS INCORRECT, I CONTACTED THE SERVICE PLUS DEPARTMENT ON THURSDAY 12/29/THEY SENT OUT A TECHNICIAN BRUCE# [redacted] TO SERVICE THE CALLHE CHECKED THE FURNANCE AND INDICATED THAT THE INDUCER MOTOR WAS OUT, HE THEN WENT TO CHECK TO SEE IF HE COULD GET ONE, WHEN HE CAME BACK HE LET ME KNOW THAT ONE HAD TO BE ORDERD AND WOULD NOT BE DELIVERD FOR UP TO A COUPLE DAYSI CALLED THE NEXT DAY SPOKE TO SHAWN HE SAID THAT BECAUSE THE CENTERPOINT PARTS DEPARTMENT WAS CLOSED FOR THE HOLIDAYS THAT A DELIVERY COMPANY WOULD BE BRINGING THE PART, I CALLED LATER THAT DAY SPOKE WITH PEGGY WHO GAVE ME THE NUMBER TO THE CENTERPOINT PART DEPARTMENT ###-###-####, BECAUSE SHE SAID IT WAS OPENI CALLED THROUGH THE WEEKEND SPEAKING TO SEVERAL OTHER AGENTS JAKE/DAVID/TERESA INDICATING, THAT IT WAS BEING DELIVERD OR IT HAD BEEN DELIVERD WHICH I DON'T THINK THEY KNEW WHERE THE PARTS WASME AND OR MY TENANTS WERE HOME FRIDAY, SATURDAY AND SUNDAY AND NO PACKAGE SHOWED UP UNTIL MONDAY 1/2/WHEN I CALLED AND SPOKE WITH DALE IN THE PARTS DEPARTMENT WHO SENT THE INDUCER MOTOR TO ME AT 4:50PM AND THE TECHNICIAN GOT OUT TO ME AT 11:30PM
May 1, Mr [redacted] Elk River, MN Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding Home Service Plus (HSP) service for your property at [redacted] , Elk River, Minnesota CenterPoint Energy records show that you enrolled in the HSP Total Repair Plan on April 11, 2016, at a cost of $per monthSince that time, HSP has visited your home to perform repairs on your dryer and your refrigerator, as you mentionPlease note that the cost of the repairs to your dryer without the Repair Plan would have been: $ Initial trip charge and diagnosis $ Parts cost $ Labor to install parts $Total cost CenterPoint Energy records also show that HSP investigated an issue with your refrigerator’s ice dispenser on April 24, Unfortunately, the water filter and ice dispenser are not covered by the Repair Plan, although the cost of the diagnosis was covered ($115)At this time, your HSP Repair Plan has been cancelledYour account will not be charged for the “trip charge” to diagnose the issue with your refrigeratorHowever, CenterPoint Energy respectfully declines your request to refund the cost of the Repair Plan Sincerely, Robin H Regulatory Liaison CenterPoint Energy
Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ August 14, Mr [redacted] Saint Peter, MN 56082- Mr***: This letter responds to your complaint to the Revdex.com of Minnesota regarding appointment times for Home Service Plus repairs Your complaint mentioned that you had cancelled your Home Service Plus (HSP) contract due to the necessity of all-day appointment windowsWe are able to offer smaller appointment windows, typically of morning (8am-12pm) or afternoon (12pm-5pm) on most appointments, but our all day appointment windows are the standard timeframe offered to customers CenterPoint Energy regrets not being able to meet your expectations regarding appointment windowsOur records show that you have not been charged for the HSP Repair Plan Please contact me if you have any further questions Sincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted]
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 refundWe 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-business days, as is our policyI have attached a copy of the recording for your review.Respectfully, Damon B [redacted] VP of Residential Sales and Service
Dear Ms***,We are in receipt of the complaint regarding the above-referenced property.You did in fact call in on Monday, the 20th of JuneAt that time, we had service appointments available for homeowners with Builder Warranties, Chas Roberts’ Warranties, and our CAP Maintenance customersAs 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 themAt the time you called in, we were squeezing homeowner’s in to what we call a “today” spotThis 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 availableYou requested to have a specific time frame instead, which is why you were scheduled out to FridayFriday, the 24th, was the first day we had available with a set time frame that we could offer youWe did not have any time frames available until Friday, which is why you were scheduled on that day originallyYou 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 appointmentUnfortunately, after working for almost hours, he mistakenly called a different homeowner who then said her unit was workingThis is how your call ended up being cancelledWe do apologize for this unfortunate eventWe 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 itCalls 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 yearThe CAP Maintenance plan will cover two maintenance visits for the yearMaintenances performed before the start of the change of the season can often times eliminate unexpected breakdownsThis maintenance plan will also help maintain your manufacturer warranty as they do require at least one maintenance a yearPlease contact us if you would like to set this up.Respectfully,Damon B [redacted] VP of Residential Sales and Service
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] listed in the name of [redacted] located at the address of [redacted] in Minneapolis, MN According to our records Mr [redacted] mailed in a check payment which posted to his gas account in the amount of $on 1/6/16; which returned on 1/11/The payment was processed again on 1/11/and returned a second time on 1/12/16; therefore incurring a $return expense fee each time due to his banking institution freezing or suspending his bank accountOn 1/23/16, Mr [redacted] made a $payment online via CenterPoint Energy’s website from his checking account; which posted successfullyMr [redacted] contacted CenterPoint Energy’s Customer Service Department on 3/28/to discuss why his most recent check payments were being returned to himIn response to Mr [redacted] ’s claim our representative submitted an investigation on his behalf The result of the initial investigation resulted in only one of the return expense fees being reversed, with no other actions takenUpon receipt of Mr [redacted] ’s Revdex.com complaint to our office a second investigation allowed us to remove the second return expense fee of $from his gas account on 4/27/16; and additionally revert the gas account’s return check counter back to zeroThese actions removed the glitch that would have rejected his actual check payments in our systemSubsequently, late fees were also incurred on the account on 3/10/for $1.23, which we reversed on 3/23/and 4/11/for $2.13, reversed on 4/18/ Please note the final balance due on Mr [redacted] ’s gas account is in the amount of $due by 5/9/for billing periods of 2/10/16, 3/10/and 4/11/usageWe thank Mr [redacted] for bringing this matter to our attention as we look forward to better serving him in the futureIf additional information is required please contact meThank you,Shauntee [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/05/15) */ May 14, [redacted] Brooklyn Park, MN Dear Ms [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) in which you stated you thought it was unfair for CenterPoint Energy to estimate your usage from an inaccurate meter Our records indicate the meter at [redacted] , Brooklyn Center did not register gas usage from April until the meter was replaced on April 16, On April 28, we corrected your account in compliance with MPUC Rule (Inaccurate Meters), subpart (Meter fails to register or registers intermittently) which states: "the utility may charge for an estimated amount of gas used, which shall be calculated by averaging the amounts registered over corresponding periods in previous years or, in the absence of such information, over similar periods of known accurate measurement preceding or subsequent thereto, but in no event shall such charge be for a period longer than one year." When calculating the usage at your home during the period mentioned above CenterPoint Energy factors in many different variablesYour usage is estimated from: previous gas consumption at your property, cost of natural gas during the estimated time period, and average weather conditions during the estimated time period You have been paying your Budget amount every month during this time periodTo alleviate the large balance from the recalculations, I have moved the balance of $to your Budget Plan's deferred balanceYou will only be charged your monthly Budget amount of $on June 1, Because your current Budget amount was based off of inaccurate usage, and now your deferred balance will be larger, your monthly Budget amount may rise when it is recalculated in October I have added a spreadsheet of your account history to show you what your estimations were based from You may contact me directly if you have any further concerns Sincerely, [redacted] Customer Services CenterPoint Energy [redacted] ***copied and pasted from email Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The chart is not very accurateWhy are our costs for gas ranging from cents to $per THM? Is this not a regulated utility? Or house has also since changed these last two years with kids off to college and military serviceThis was an active house and it no longer has people coming and goingAnd why after identifying and corrrecting a known problem would you send a new bill out, stating the same budget? With all the above questions and lack of oversight, I have little to no confidence in your business practice and treatment of your forced customers or the accuracy of your caculationsAnd I also strongly believe regardless of the out come you will jack up our prices to recover what ultimately was your company's lack of follow up on quality controlIt is a disgrace to miss a core part of your business for an entire year, and then punish the customer for your mistake Final Business Response / [redacted] (4000, 11, 2015/05/26) */ May 26, [redacted] Brooklyn Park, MN Dear Ms [redacted] : This letter responds to your continued complaint to the Revdex.com (Revdex.com) in which you stated you thought it was unfair for CenterPoint Energy to estimate your usage from an inaccurate meter In your most recent response to the Revdex.com you asked "Why are our costs for gas ranging from cents to$per THM?" Natural gas is purchased by CenterPoint Energy, and is then provided to the customer at the same rateCenterPoint Energy is not allowed to increase the actual cost of gas from market priceAlso, as in the case with many natural resources, natural gas prices fluctuate on a daily basis, and do not remain at a single set price You stated that your household has changed due to individuals moving out of the residenceThis may have an effect on your gas consumption; however, we are unable to determine the difference in usageI understand you do not agree with this method of estimation, but this is the process we use that is regulated by the Minnesota Public Utilities Commission (MPUC) You also raised concern about your monthly Budget amount staying the same even though your average went up after the estimationsThe Budget Plan recalculates every six months, so we did not raise your monthly amount knowing it would do so automatically during its recalculation in October If you would like to have your monthly Budget amount increased early, CenterPoint Energy is willing to do this for you At this time, CenterPoint Energy will not be making adjustments to the estimates on your billing, and consider this matter completeIf you would like to raise your monthly Budget amount, you can do so by contacting our call center at [redacted] , or by contacting me directly You may contact me directly if you have any further concerns Sincerely, [redacted] Customer Services CenterPoint Energy [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ September 9, Ms [redacted] Apple Valley, MN 55124- Ms [redacted] : This message responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding a delay in receiving your rebate on a water heater that you purchased for your property at [redacted] , Apple Valley, MN 55124- Before your complaint to the Revdex.com was sent to CenterPoint Energy, the supervisor of the Rebate Center was working with you and [redacted] to resolve the rebate concernThe model number of the water heater listed on the rebate paperwork was not listed in the AHRI directory or ENERGY STAR website and that was part of the delay in the processing of your rebate Our Rebate Center supervisor learned that the model and serial number listed on the application was not correct and she requested new rebate paperwork from [redacted] Since you are moving we wanted to make sure we were mailing the rebate check to the correct location and [redacted] confirmed the mailing address with youWe requested the rebate payment for you on 9/8/from our corporate office in Houston and you should receive your rebate check in 7-business days Sincerely, Kaleb S Regulatory Liaison CenterPoint Energy [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 Tuoption that has been added to the Home Service Plus (HSP) Repair Plan contract at [redacted] ***, Plymouth, Minnesota Your complaint states that you purchased an appliance maintenance service for $per month and that it would cover four appliancesOur records show that on October 10, 2017, you added the Basic Repair Plan, which includes your furnace, water heater, clothes dryer and rangeYou also added your air conditioner to your Basic Repair PlanThe cost for this portion of your HSP Repair Plan is $per month, and it covers labor and most parts for those five appliances should they breakThe Basic Repair Plan does not cover preventative maintenance servicesOn that same date, you added an Annual Furnace TuOption to your Basic Repair PlanThis Option is $per month, and it provides a tufor only your furnace one time per yearPlease 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 contractThe cost of the Maintenance Plan is $per month, and it consists of a Spring Visit and a Fall VisitThe Spring Visit includes a central conditioner tune-up, clothes dryer vent cleaning and a bathroom fan cleaning for up to two bathroomsThe Fall Visit includes a furnace tune-up, water heater tuand a refrigerator coil cleaningWe see that on October 12, 2017, you requested that a supervisor call you back regarding the telephone call that took place on October 10, when you enrolled in your HSP Repair PlanOn October 19, 2017, a supervisor listened to the recorded telephone call from October 10, The supervisor then contacted you to advise that you were correctly informed by our agent that the $Annual Furnace Tuoption 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 soIf you would like to be enrolled in the Maintenance Plan, please let us know, and then we can schedule a Fall VisitShould you have further questions, please contact meJessica [redacted] Customer Service ###-###-####
Thank you for your patience in our response regarding Revdex.com Complaint# [redacted] for Mr [redacted] for the address of [redacted] in Minneapolis, MNOur investigation revealed Mr [redacted] contacted CenterPoint Energy Customer Service on 2/23/2016, to request a state inspection of his gas furnaceOur customer service representative agreed and scheduled the appointment in error On 2/27/2016, an HSP technician traveled to Mr [redacted] address and completed a gas furnace tune up without the requested inspection Mr [redacted] soon after contacted our customer service department to initiate a complaint about the mishandling of his order; and therefore demanded to speak with a supervisor A customer service supervisor returned Mr [redacted] phone call hours later, leaving a voice mail On 3/1/2016, Mr [redacted] gas account was billed in the amount of $for cost of the furnace tune up; with a date due by 3/29/ On 4/2/2016, the charges in the amount of $were retractedWe offer our most sincere apologies for any inconvenience this matter may have caused Mr*** Please know expectations of improvement were clearly communicated to those responsible for the mishandling of Mr [redacted] gas account; and know we are grateful for having the opportunity to assist and better serve Mr*** in the futureSincerely, Shauntee [redacted]
Re: Revdex.com Complaint # [redacted] Ms [redacted] : Thank you for your patience in our response to your complaint filed with the Revdex.com (Revdex.com) regarding your final adjusted gas bill for the address of [redacted] Eden Prairie, Minnesota On November 10, 2017, you contacted CenterPoint Energy advising that you made a previous online request to cancel gas service at the subject address for the effective date of September 1, You requested that CenterPoint Energy remove charges incurred from the periods of September 1, through September 24, On November 14, 2017, the final monthly invoice was reversed and correctedThe billing periods of August 15, through September 24, 2017, were reversed and corrected to reflect the billing periods of August 15, through September 1, The initial invoice billed you for gas consumption charges from August 15, through September 14, and reflected therms used, for a bill amount of $19.61; the following charges were from September 14, through September 24, 2017, billed for therms used in the amount of $After correction was made to the account on November 14, 2017, the rebill corrected the final billing period of August 15, through September 1, to reflect therms used for final balance of $Please note your account had a credit balance of -$17.76, as a result of the initial billing another payment was taken in the amount of $146.14, which we apologize forThis error brought your account to a credit balance of -$Our records reflect that your credit balance was refunded to you November 22, We apologize for any inconvenience this matter may have caused, as we thank you for the opportunity to address your concerns presented in your complaintBased on the information present we do not believe any further actions are warrantedThank you, Shauntee [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/09/22) */ September 22, Ms [redacted] Bloomington, MN 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 As your complaint notes, your gas service was disconnected for non-payment on September 1, 2015, for a total past due balance of $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 madeAs you know, your service was then reconnected the following day, on September 3, In an effort to resolve this issue, I have removed the reconnection fee of $from your accountYour balance is currently $26.68, which is due October 15, Please contact me if you have any further questions regarding this issue Sincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/09/28) */
Initial Business Response / [redacted] (1000, 12, 2015/07/28) */ ***Document Attached [redacted] July 27, Mr [redacted] Litchfield, MN 55355- Mr [redacted] : This letter responds to your complaint the Revdex.com of Minnesota regarding the balance owed on your account CenterPoint Energy records show that your balance is currently $674.03; $of which is past dueTo demonstrate how this balance occurred, I have attached a document which shows the total amounts billed to your accountThis includes: Gas Charges: $1, Late Fees: $ Appliance Repair $ Reconnection Fee: $ The total amount billed to your account since your service began on June 1, 2013, is $1,During that time, you have submitted payments totaling $1,The difference between the amount billed and the amount you have paid is $674.03, which is your current total balance owed Please note that your gas service is currently eligible for disconnection for a past due balance of $in gas charges Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) OK so now were is the part of all the money that I have paid because I have paid allot more then thatSee that is another thing that you guys can send let alone show proof of all the charges and billed paidWere is all that proof? Final Consumer Response / [redacted] (3000, 19, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again you guys can not do what is asked, I have asked several times now for a detailed copy of everything billed and everything paidAnd you guys cant do thatI know that we don't owe that muchI attached on 8-5-a copy of my last bill clearly stated that you say I owe $but you say I owe $plus you guys are trying to charge me $dollar for a cancelled installmentFirst off it was never cancelled and you cant charge someone thatAnd I want a detailed bill on everything owed and everything payedI know for a faked that we don't owe you this much money because when I set up the installment plan my bill would have been paid off this month 8-9-Per my conversation with the Representative on the phone months ago and my bill was then $ Final Business Response / [redacted] (4000, 21, 2015/08/19) */ I have attached an account history of charges and payments made to your account
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Ms [redacted] located at the address of [redacted] in Victoria, MN We ask that you please refer to the above attachment regarding Ms***’s response to her claim # [redacted] filedIf you have questions please contact meSincerely, Shauntee [redacted]
Mr***:Please provide a brief description of the issues you have experienced so that they can be addressedSincerely, Robin HRegulatory LiaisonCenterPoint Energy
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I would point out that the technician scheduled for the second visit (March 13th) did not show up The ACI test was coincidentally scheduled for the same day, but the purpose for that was not to repair the meter Nonetheless, CenterPoint's resolution is satisfactory to me, and thanks to Robin Hfor his efforts in that regard
Initial Business Response / [redacted] (1000, 5, 2016/02/25) */ February 25, Mr [redacted] Buffalo, MN 55313- Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the furnace tuperformed by Home Service Plus (HSP) at your property on February 3, As your complaint to the Revdex.com notes, an HSP service technician performed a furnace tuat your property prior to you purchasing the homeAlthough 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 maintenanceCenterPoint 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 servicesAlthough it is unfortunate that your furnace required replacement after you purchased the home (and more than six months after the tuwas performed), the age of the appliance would have likely necessitated replacement in the near future at any rateAn HSP furnace tucould not have prevented replacing your appliance Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal / [redacted] (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 years old I used the furnace for about 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 seeks or so that I used the furnace I did not turn it on again until the fall so although it was month later the furnace was not used again after the initial weeks or so The furnace did not deteriorate in the 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 $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 furnaceIf 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 $towards the replacement with a new furnace I am not satisfied with your response and still want you to pay the $that I missed out on towards a new furnace See Attachments Final Business Response / [redacted] (4000, 9, 2016/03/04) */ March 4, Mr [redacted] Buffalo, MN 55313- Mr [redacted] : At the time our technician performed the furnace tuat 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 furnaceOur technician also found that the furnace was properly vented with good airflow, so this CO (a 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
11-May-16Regarding Complaint ID: [redacted] ***Litchfield Park, AZ 85340Dear Mr***,We are in receipt of the complaint regarding the above-referenced propertyI have attached several documents for your review.We want to reiterate to you, as our Service Supervisor discussed with you in September of 2015, we will not compensate you for items that do not fall under any type of warranty or workmanship with Chas Roberts.Your system was placed in to service, in a new construction home, in January of Your builder provided a 1-year labor warranty, and a 5-year parts warrantyThere were two warranty calls to your property in 2004, both of which were unrelated to any type of water leakWe went out for an air adjustment and a noise issue, and we addressed bothThe next visit was in 2009, at which time we replaced a run capacitor in your equipmentAgain, not related to any type of leakIn 2014, we replaced an ignitor and also recommended our CAP maintenance plan to you, and you said you would call back for the maintenance.In July of 2015, we had an appointment scheduled, at which time you did not show upSubsequently, in August of 2015, we went for a no cool appointmentWe found a bad run capacitor on your upstairs unit, as well as replaced your filters and again, you said you would think about the maintenance planYou were also told, which is on the invoice, that if your downstairs system didn’t cool, to contact us and we would go outWe did not indicate that this would be free of charge, nor did we indicate that we would contact you; you were to contact us if the system downstairs, which was iced over, wouldn’t cool.In September of 2015, you called us again, and we went out to your home because your downstairs system was not coolingThe system was again iced overWhile waiting for the system to defrost, we tested both the drain lines, and there were no issues – they drained freelyWe also determined that the pressure readings on the downstairs unit was low and recommended a leak searchYou declined this work, and said you would call us back later.You are accusing our technician of not letting you know about potential damages to your propertyAt the time of his visit, he made recommendations to resolve the issue at hand, and also verified that there was no drainage problem with your linesThe invoice indicates thisYou also indicated that the technician performed a “repair.” The technician did not perform any repairHe flushed out the drain lines to ensure they were clear and told you that a leak search was warranted to further diagnose your frozen downstairs unitYou declined the work to further assess the situation related to your system that cooled the downstairsThe only work that was performed, was a part replacement on your system that cooled the upstairs in August.On September 17, 2015, we scheduled a workmanship check at your requestYou indicated you had water through your ceilingAt our arrival, the insulation and stains were completely dryThe technician let you know that the leak was caused by a clogged P-TrapAgain, your downstairs unit was iced overThe technician informed you that when the ice melts (an iced over unit typically indicates something else is going on, which is why we had recommended a leak search at the prior appointment to which you declined), it is often too much water for the drain line to handle and carries any and all debris into the drain linesThis can result in a plugged P-trap, which Chas Roberts would not responsible for as it recommended a course of action in the previous visit, to which you declinedThe technician again let you know that you should look at regular maintenance on the equipment, at which time we would provide new P-traps, as part of that serviceYou indicated that you would call in next week for the maintenance.Our supervisor and technician both informed you that your issue was due to a lack of maintenance and not workmanshipYour systems are years old, and it would be unrealistic to expect, given the fact that clearly there was an underlying issue with the downstairs equipment, with it being found iced over at multiple visits and you declining work, that Chas Roberts would cover any damages to your homeFurther, it would seem as though this complaint is without merit given Chas Roberts had given you multiple opportunities, and informed you of the importance of regular maintenance to catch these items prior to them happening, and you declined them all.Respectfully, Damon B [redacted] VP of Residential Sales and Service
I am rejecting this response because: [redacted] Ref:Center Point Energy account: [redacted] My gaz service has been unlawfully disconnected by centerpoint energy (CPE) since july despite the fact that I mad CPE aware that my son’s just had a surgery a [redacted] And that I’m current on my bill payement Minnesota law requires utilites to offer their customer a budget plan wich is a way for a customer, to have a bill that remains constant year round.The utility company will calculate your average monthly usage by reviewing the previous months of service.CPE determined based on my usage that my bill will be $a monthI never failed to pay my $as show on the statement (exibit1) even when my usage is only $and evenafter I left the house the past months for better amenities to care for my sonDespite this fact, CPE has systematically charged me late fees and requested that I pay a reconnection fee.The ABOMINATION IS THAT ,THE RECONNECTION FEES ARE ONLY PAID THROUGH A THIRD PARTY, wich ADD to the customer’s bill.The $ extra fees are shared between CPE and the third party .CPE WILL NOT ALLOW YOU TO PAY THROUH YOUR CHECKING OR SAVINGS ACCOUNT ,BECAUSE CPE WOULD NOT COLLECT ANY EXTRA FEES DOING SO.I’ ve filed a complaint against CPE with CFE regarding such a practice; and joined the long list of CPE customers in a class action law suitI humbly recommend that , the office of Minnesota Attorney General look into CPE’s practices for a law suit against a reckless company who has the monopoly of the market in my area when it comes to gaz distribution.:I’m left with NO CHOICE BUT TO HAVE CPE as my gas provider I reserve the right to file a personal law suit against CPE [redacted] ***
I am rejecting this response because: MS[redacted] INFORMATION SHE IS PROVIDING IS INCORRECT, I CONTACTED THE SERVICE PLUS DEPARTMENT ON THURSDAY 12/29/THEY SENT OUT A TECHNICIAN BRUCE# [redacted] TO SERVICE THE CALLHE CHECKED THE FURNANCE AND INDICATED THAT THE INDUCER MOTOR WAS OUT, HE THEN WENT TO CHECK TO SEE IF HE COULD GET ONE, WHEN HE CAME BACK HE LET ME KNOW THAT ONE HAD TO BE ORDERD AND WOULD NOT BE DELIVERD FOR UP TO A COUPLE DAYSI CALLED THE NEXT DAY SPOKE TO SHAWN HE SAID THAT BECAUSE THE CENTERPOINT PARTS DEPARTMENT WAS CLOSED FOR THE HOLIDAYS THAT A DELIVERY COMPANY WOULD BE BRINGING THE PART, I CALLED LATER THAT DAY SPOKE WITH PEGGY WHO GAVE ME THE NUMBER TO THE CENTERPOINT PART DEPARTMENT ###-###-####, BECAUSE SHE SAID IT WAS OPENI CALLED THROUGH THE WEEKEND SPEAKING TO SEVERAL OTHER AGENTS JAKE/DAVID/TERESA INDICATING, THAT IT WAS BEING DELIVERD OR IT HAD BEEN DELIVERD WHICH I DON'T THINK THEY KNEW WHERE THE PARTS WASME AND OR MY TENANTS WERE HOME FRIDAY, SATURDAY AND SUNDAY AND NO PACKAGE SHOWED UP UNTIL MONDAY 1/2/WHEN I CALLED AND SPOKE WITH DALE IN THE PARTS DEPARTMENT WHO SENT THE INDUCER MOTOR TO ME AT 4:50PM AND THE TECHNICIAN GOT OUT TO ME AT 11:30PM
May 1, Mr [redacted] Elk River, MN Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding Home Service Plus (HSP) service for your property at [redacted] , Elk River, Minnesota CenterPoint Energy records show that you enrolled in the HSP Total Repair Plan on April 11, 2016, at a cost of $per monthSince that time, HSP has visited your home to perform repairs on your dryer and your refrigerator, as you mentionPlease note that the cost of the repairs to your dryer without the Repair Plan would have been: $ Initial trip charge and diagnosis $ Parts cost $ Labor to install parts $Total cost CenterPoint Energy records also show that HSP investigated an issue with your refrigerator’s ice dispenser on April 24, Unfortunately, the water filter and ice dispenser are not covered by the Repair Plan, although the cost of the diagnosis was covered ($115)At this time, your HSP Repair Plan has been cancelledYour account will not be charged for the “trip charge” to diagnose the issue with your refrigeratorHowever, CenterPoint Energy respectfully declines your request to refund the cost of the Repair Plan Sincerely, Robin H Regulatory Liaison CenterPoint Energy
Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ August 14, Mr [redacted] Saint Peter, MN 56082- Mr***: This letter responds to your complaint to the Revdex.com of Minnesota regarding appointment times for Home Service Plus repairs Your complaint mentioned that you had cancelled your Home Service Plus (HSP) contract due to the necessity of all-day appointment windowsWe are able to offer smaller appointment windows, typically of morning (8am-12pm) or afternoon (12pm-5pm) on most appointments, but our all day appointment windows are the standard timeframe offered to customers CenterPoint Energy regrets not being able to meet your expectations regarding appointment windowsOur records show that you have not been charged for the HSP Repair Plan Please contact me if you have any further questions Sincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted]
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 refundWe 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-business days, as is our policyI have attached a copy of the recording for your review.Respectfully, Damon B [redacted] VP of Residential Sales and Service
Dear Ms***,We are in receipt of the complaint regarding the above-referenced property.You did in fact call in on Monday, the 20th of JuneAt that time, we had service appointments available for homeowners with Builder Warranties, Chas Roberts’ Warranties, and our CAP Maintenance customersAs 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 themAt the time you called in, we were squeezing homeowner’s in to what we call a “today” spotThis 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 availableYou requested to have a specific time frame instead, which is why you were scheduled out to FridayFriday, the 24th, was the first day we had available with a set time frame that we could offer youWe did not have any time frames available until Friday, which is why you were scheduled on that day originallyYou 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 appointmentUnfortunately, after working for almost hours, he mistakenly called a different homeowner who then said her unit was workingThis is how your call ended up being cancelledWe do apologize for this unfortunate eventWe 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 itCalls 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 yearThe CAP Maintenance plan will cover two maintenance visits for the yearMaintenances performed before the start of the change of the season can often times eliminate unexpected breakdownsThis maintenance plan will also help maintain your manufacturer warranty as they do require at least one maintenance a yearPlease contact us if you would like to set this up.Respectfully,Damon B [redacted] VP of Residential Sales and Service
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] listed in the name of [redacted] located at the address of [redacted] in Minneapolis, MN According to our records Mr [redacted] mailed in a check payment which posted to his gas account in the amount of $on 1/6/16; which returned on 1/11/The payment was processed again on 1/11/and returned a second time on 1/12/16; therefore incurring a $return expense fee each time due to his banking institution freezing or suspending his bank accountOn 1/23/16, Mr [redacted] made a $payment online via CenterPoint Energy’s website from his checking account; which posted successfullyMr [redacted] contacted CenterPoint Energy’s Customer Service Department on 3/28/to discuss why his most recent check payments were being returned to himIn response to Mr [redacted] ’s claim our representative submitted an investigation on his behalf The result of the initial investigation resulted in only one of the return expense fees being reversed, with no other actions takenUpon receipt of Mr [redacted] ’s Revdex.com complaint to our office a second investigation allowed us to remove the second return expense fee of $from his gas account on 4/27/16; and additionally revert the gas account’s return check counter back to zeroThese actions removed the glitch that would have rejected his actual check payments in our systemSubsequently, late fees were also incurred on the account on 3/10/for $1.23, which we reversed on 3/23/and 4/11/for $2.13, reversed on 4/18/ Please note the final balance due on Mr [redacted] ’s gas account is in the amount of $due by 5/9/for billing periods of 2/10/16, 3/10/and 4/11/usageWe thank Mr [redacted] for bringing this matter to our attention as we look forward to better serving him in the futureIf additional information is required please contact meThank you,Shauntee [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/05/15) */ May 14, [redacted] Brooklyn Park, MN Dear Ms [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) in which you stated you thought it was unfair for CenterPoint Energy to estimate your usage from an inaccurate meter Our records indicate the meter at [redacted] , Brooklyn Center did not register gas usage from April until the meter was replaced on April 16, On April 28, we corrected your account in compliance with MPUC Rule (Inaccurate Meters), subpart (Meter fails to register or registers intermittently) which states: "the utility may charge for an estimated amount of gas used, which shall be calculated by averaging the amounts registered over corresponding periods in previous years or, in the absence of such information, over similar periods of known accurate measurement preceding or subsequent thereto, but in no event shall such charge be for a period longer than one year." When calculating the usage at your home during the period mentioned above CenterPoint Energy factors in many different variablesYour usage is estimated from: previous gas consumption at your property, cost of natural gas during the estimated time period, and average weather conditions during the estimated time period You have been paying your Budget amount every month during this time periodTo alleviate the large balance from the recalculations, I have moved the balance of $to your Budget Plan's deferred balanceYou will only be charged your monthly Budget amount of $on June 1, Because your current Budget amount was based off of inaccurate usage, and now your deferred balance will be larger, your monthly Budget amount may rise when it is recalculated in October I have added a spreadsheet of your account history to show you what your estimations were based from You may contact me directly if you have any further concerns Sincerely, [redacted] Customer Services CenterPoint Energy [redacted] ***copied and pasted from email Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The chart is not very accurateWhy are our costs for gas ranging from cents to $per THM? Is this not a regulated utility? Or house has also since changed these last two years with kids off to college and military serviceThis was an active house and it no longer has people coming and goingAnd why after identifying and corrrecting a known problem would you send a new bill out, stating the same budget? With all the above questions and lack of oversight, I have little to no confidence in your business practice and treatment of your forced customers or the accuracy of your caculationsAnd I also strongly believe regardless of the out come you will jack up our prices to recover what ultimately was your company's lack of follow up on quality controlIt is a disgrace to miss a core part of your business for an entire year, and then punish the customer for your mistake Final Business Response / [redacted] (4000, 11, 2015/05/26) */ May 26, [redacted] Brooklyn Park, MN Dear Ms [redacted] : This letter responds to your continued complaint to the Revdex.com (Revdex.com) in which you stated you thought it was unfair for CenterPoint Energy to estimate your usage from an inaccurate meter In your most recent response to the Revdex.com you asked "Why are our costs for gas ranging from cents to$per THM?" Natural gas is purchased by CenterPoint Energy, and is then provided to the customer at the same rateCenterPoint Energy is not allowed to increase the actual cost of gas from market priceAlso, as in the case with many natural resources, natural gas prices fluctuate on a daily basis, and do not remain at a single set price You stated that your household has changed due to individuals moving out of the residenceThis may have an effect on your gas consumption; however, we are unable to determine the difference in usageI understand you do not agree with this method of estimation, but this is the process we use that is regulated by the Minnesota Public Utilities Commission (MPUC) You also raised concern about your monthly Budget amount staying the same even though your average went up after the estimationsThe Budget Plan recalculates every six months, so we did not raise your monthly amount knowing it would do so automatically during its recalculation in October If you would like to have your monthly Budget amount increased early, CenterPoint Energy is willing to do this for you At this time, CenterPoint Energy will not be making adjustments to the estimates on your billing, and consider this matter completeIf you would like to raise your monthly Budget amount, you can do so by contacting our call center at [redacted] , or by contacting me directly You may contact me directly if you have any further concerns Sincerely, [redacted] Customer Services CenterPoint Energy [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ September 9, Ms [redacted] Apple Valley, MN 55124- Ms [redacted] : This message responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding a delay in receiving your rebate on a water heater that you purchased for your property at [redacted] , Apple Valley, MN 55124- Before your complaint to the Revdex.com was sent to CenterPoint Energy, the supervisor of the Rebate Center was working with you and [redacted] to resolve the rebate concernThe model number of the water heater listed on the rebate paperwork was not listed in the AHRI directory or ENERGY STAR website and that was part of the delay in the processing of your rebate Our Rebate Center supervisor learned that the model and serial number listed on the application was not correct and she requested new rebate paperwork from [redacted] Since you are moving we wanted to make sure we were mailing the rebate check to the correct location and [redacted] confirmed the mailing address with youWe requested the rebate payment for you on 9/8/from our corporate office in Houston and you should receive your rebate check in 7-business days Sincerely, Kaleb S Regulatory Liaison CenterPoint Energy [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 Tuoption that has been added to the Home Service Plus (HSP) Repair Plan contract at [redacted] ***, Plymouth, Minnesota Your complaint states that you purchased an appliance maintenance service for $per month and that it would cover four appliancesOur records show that on October 10, 2017, you added the Basic Repair Plan, which includes your furnace, water heater, clothes dryer and rangeYou also added your air conditioner to your Basic Repair PlanThe cost for this portion of your HSP Repair Plan is $per month, and it covers labor and most parts for those five appliances should they breakThe Basic Repair Plan does not cover preventative maintenance servicesOn that same date, you added an Annual Furnace TuOption to your Basic Repair PlanThis Option is $per month, and it provides a tufor only your furnace one time per yearPlease 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 contractThe cost of the Maintenance Plan is $per month, and it consists of a Spring Visit and a Fall VisitThe Spring Visit includes a central conditioner tune-up, clothes dryer vent cleaning and a bathroom fan cleaning for up to two bathroomsThe Fall Visit includes a furnace tune-up, water heater tuand a refrigerator coil cleaningWe see that on October 12, 2017, you requested that a supervisor call you back regarding the telephone call that took place on October 10, when you enrolled in your HSP Repair PlanOn October 19, 2017, a supervisor listened to the recorded telephone call from October 10, The supervisor then contacted you to advise that you were correctly informed by our agent that the $Annual Furnace Tuoption 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 soIf you would like to be enrolled in the Maintenance Plan, please let us know, and then we can schedule a Fall VisitShould you have further questions, please contact meJessica [redacted] Customer Service ###-###-####
Thank you for your patience in our response regarding Revdex.com Complaint# [redacted] for Mr [redacted] for the address of [redacted] in Minneapolis, MNOur investigation revealed Mr [redacted] contacted CenterPoint Energy Customer Service on 2/23/2016, to request a state inspection of his gas furnaceOur customer service representative agreed and scheduled the appointment in error On 2/27/2016, an HSP technician traveled to Mr [redacted] address and completed a gas furnace tune up without the requested inspection Mr [redacted] soon after contacted our customer service department to initiate a complaint about the mishandling of his order; and therefore demanded to speak with a supervisor A customer service supervisor returned Mr [redacted] phone call hours later, leaving a voice mail On 3/1/2016, Mr [redacted] gas account was billed in the amount of $for cost of the furnace tune up; with a date due by 3/29/ On 4/2/2016, the charges in the amount of $were retractedWe offer our most sincere apologies for any inconvenience this matter may have caused Mr*** Please know expectations of improvement were clearly communicated to those responsible for the mishandling of Mr [redacted] gas account; and know we are grateful for having the opportunity to assist and better serve Mr*** in the futureSincerely, Shauntee [redacted]
Re: Revdex.com Complaint # [redacted] Ms [redacted] : Thank you for your patience in our response to your complaint filed with the Revdex.com (Revdex.com) regarding your final adjusted gas bill for the address of [redacted] Eden Prairie, Minnesota On November 10, 2017, you contacted CenterPoint Energy advising that you made a previous online request to cancel gas service at the subject address for the effective date of September 1, You requested that CenterPoint Energy remove charges incurred from the periods of September 1, through September 24, On November 14, 2017, the final monthly invoice was reversed and correctedThe billing periods of August 15, through September 24, 2017, were reversed and corrected to reflect the billing periods of August 15, through September 1, The initial invoice billed you for gas consumption charges from August 15, through September 14, and reflected therms used, for a bill amount of $19.61; the following charges were from September 14, through September 24, 2017, billed for therms used in the amount of $After correction was made to the account on November 14, 2017, the rebill corrected the final billing period of August 15, through September 1, to reflect therms used for final balance of $Please note your account had a credit balance of -$17.76, as a result of the initial billing another payment was taken in the amount of $146.14, which we apologize forThis error brought your account to a credit balance of -$Our records reflect that your credit balance was refunded to you November 22, We apologize for any inconvenience this matter may have caused, as we thank you for the opportunity to address your concerns presented in your complaintBased on the information present we do not believe any further actions are warrantedThank you, Shauntee [redacted]
I have attached our response to Mr***'s complaint.Please let me know if there are any questions.Sincerely,Robin HRegulatory LiaisonCenterPoint Energy
Initial Business Response / [redacted] (1000, 8, 2015/09/22) */ September 22, Ms [redacted] Bloomington, MN 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 As your complaint notes, your gas service was disconnected for non-payment on September 1, 2015, for a total past due balance of $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 madeAs you know, your service was then reconnected the following day, on September 3, In an effort to resolve this issue, I have removed the reconnection fee of $from your accountYour balance is currently $26.68, which is due October 15, Please contact me if you have any further questions regarding this issue Sincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/09/28) */