Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Mr [redacted] M [redacted] for the service address of [redacted] **, Minneapolis, MN listed in the name of [redacted] ***You indicated in your complaint that Center Point Energy is billing *** [redacted] for $ for gas consumption at the property located at [redacted] ***, Minneapolis MN 55412, which belonged to the tenant by the name of [redacted] living at the property during the time frame the charges were incurredPlease note our investigation revealed on March 3, Ms [redacted] contacted CenterPoint Energy Customer Service and requested a move out/cancelation of gas service for the subject address of [redacted] **, to take effect immediately [redacted] is listed as the owner of this property per Hennepin County property recordsA landlord agreement, which automatically starts service in the name of [redacted] Please understand that because a Landlord Agreement exists on your account, if a tenant requests that CenterPoint Energy close their account, our system will automatically bill the owner’s account in order to avoid interruption of service You also advised in your above complaint that you were not responsible for the amount due of $ The amount of $consists of the following billing periods: [redacted] [redacted] 3/3/– 4/1/ 12/6/– 12/15/4/1/16-4/14/ Total: $ Total: $ CenterPoint Energy’s investigation has determined that this balance is valid and collectibleWe thank you for the opportunity to address the concerns presented in this complaint and we apologize for any inconvenience or confusion it may have caused Sincerely, Shauntee [redacted]
March 18, Mr [redacted] Anoka, MN 55303- Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding charges for the Home Service Plus (HSP) Repair Plan on your account CenterPoint Energy records show that you were charged for the HSP Repair Plan beginning in November However, these charges were added to your account in error, as you have statedTo correct this error, I have removed the charges from your account and have enrolled your Landlord's account in HSP, which should have been done in November The balance on your account is currently $ I would like to apologize for the confusion and lack of service you have received when attempting to have this error corrected If you have any further questions regarding this issue, please contact me Sincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/11/10) */ November 10, Mr [redacted] Minneapolis, MN 55434- Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding your reimbursement claim for the Replacement Assistance Plan (RAP) contract at your property at [redacted] , Minneapolis Minnesota As your complaint states, your RAP claim for reimbursement for the replacement of your refrigerator was denied by our office due to your recent change of service addressI have reviewed your account and determined that your RAP claim may have been processed in error Please resubmit your RAP claim documentation to me directly at: Robin H CenterPoint Energy [redacted] Minneapolis, Minnesota 55459- Upon receipt, I will ensure that your RAP claim is processed by management as quickly as possibleI look forward to hearing from you Sincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/11/20) */
I am rejecting this response because: I never received a phone call and in your statement you state that I did make payments in May and July so what I don't understand is how can you shut my gas off to my house when I was actually making paymentsIt may not be the full amount, which this is not the issue, I HAVE MONEY! The point is that I was never properly notified on what I exactly owed at that time So because I was short $you shut my gas off? How horrible of a service is that!!! Not to mention I received another letter from your company stating I got charged another $for cancelling a check I wrote out to you guys so I didn't double pay you the full amount I made a payment over the phone for the full amount and all these connection fees and my check had already been sent So I cancelled my check, as you guys have already been paid, IN FULL, for what I owedSo just because I cancelled a check, that would have paid double that month you are trying to charge me another $ I think you guys a crooksYou jumped the gun to disconnect me rather then trying to reach out to get the full paymentMN State law also states if I'm making payments you cannot disconnect me I will not be satisfied until I am reimbursed for my reconnection fee, and now this $cancelled check fee.And I'm still waiting for another bill from you guys You have TERRIBLE customer service and Centerpoint Energy are crooks trying to get more money anyway they can I am willing to fight this all way because of how poorly this was handled by Centerpoint and I have small children in my houseWhat you, centerpoint energy, did was SUPER unethical and wrong! [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ September 24, Mr [redacted] Minneapolis, MN Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your air conditioner by Home Service Plus (HSP) Your complaint notes that your air conditioner was no longer functional after our technician's visit on September 16, Our records show that our HSP technician visited your home and repaired the air conditioner on September We also gave a second opinion to the previous diagnosis of your furnace repair on September 23, As you note, you were charged $for the cost of the repair to your air conditionerHowever, our supervisor has since credited your account for four months of the monthly HSP cost, or a total of $This amount covers the cost of the air conditioner repair I would like to apologize for the difficulties you have experienced in scheduling this repairHowever, because the cost of the repair has been credited to your account, CenterPoint Energy considers this matter resolved Sincerely, Robin H Regulatory Liaison CenterPoint Energy
Thank you for your patience regarding Revdex.com Complaint# [redacted] for Mr [redacted] located at the address of [redacted] in Minneapolis, MNOn 3/24/16, Mr [redacted] contacted our CNP/HSP Customer Service Department to schedule a refrigerator repair; he advised our representative that his refrigerator was not cooling nor freezing Our field technician traveled to the subject address for the appointment but no one was homeThe appointment was then rescheduled for 3/26/On 3/26/16, our field technician arrived to the referenced address and discovered that the refrigerator evaporator had only two out of the seven coils frosted and getting cold, the amp measured at opposed to a measurement of 1.5-, along with a refrigerate leak discovered in the sealed system Our technician informed Mr [redacted] that his Home Service Plus Repair Plan does not cover sealed system repairs and that the refrigerator was non-repairable On 6/7/16, Mr [redacted] contacted CNP/HSP Customer Service to add the Replacement Assistance Plan On 7/29/16, Mr [redacted] reported that the refrigerator was not cooling againA technician arrived at the service address on 8/2/to investigate the matter; the technician advised and documented that this was the same GE refrigerator from the previous appointment on 3/26/ Mr [redacted] requested replacement money but the technician advised him the refrigerator did not qualify for the Replacement Assistance Plan (RAP) because it was found to be non-repairable in March prior to enrolling in RAPCurrently, Mr [redacted] has the Home Service Basic Repair Plan for his air conditioner and dishwasher, but the refrigerator and Replacement Assistance Plan (RAP) have been canceledPlease note Mr [redacted] was not charged for the RAP plan Please refer to the terms and conditions of the RAP located at: http://www.centerpointenergy.com/en-us/HSP/Pages/replacement-assistance-plan-ter...⇄ The Replacement Assistance Plan applies to appliances currently covered by your existing HSP repair plan at the covered residenceAt the time you enroll in the Replacement Assistance Plan, your covered appliances must meet code requirements and be in operating conditionWe apologize for any inconvenience this matter may have caused Mr [redacted] However, it is with regret we will be unable to honor Mr [redacted] ’s request for Replacement Assistance in the amount of $Thank you, Shauntee [redacted]
I am rejecting this response because: I spoke with Greta [redacted] (who, for the first and only time, called me AFTER the Revdex.com complaint was submitted)And, what she meant by the "investigation revealed" (in their letter) is that the "Technician said" the leak was caused by a "pin hole" in the rubber connector hoseIt's questionable that any claim, especially one of this amount, is left to the "word of the Technician" to determine liabilityNO "investigation" was conducted, and in addition to their very poor communication, that is our main complaint.Greta [redacted] cannot tell me whether or not the video (we provided) was watchedWhenever CenterPoint Energy (HSP) will review the attached video, they'll find that the connector hose their Technician claims is responsible for the leak, isn't even leaking water (which can even lead to the conclusion that the Technician is possibly responsible for putting the hole in the hose when disconnecting it from the pump/motor).From their response letter, I strongly reject that "CNP provided service and will not consider reimbursement of months of service call fees." Here's why: 1) this was our very first service call, 2) the service wasn't satisfactory (as the dishwasher still doesn't work!!!), and 3) according to the law, if "service insurance money" is collected and the customer isn't satisfied, those fees are due as a refundSo while she is correct that they "provided service," it's not near correct that it was satisfactory service (otherwise there wouldn't have been service calls and a dishwasher that still does not work!).Sincerely, [redacted] ***s(PS - It would be nice if a company that has collected this much money from us could get my name right it's spelled different ways in their letter - [redacted] and [redacted] - BOTH wrong!)
I am rejecting this response because: I reject the response because they harbor billed me correctly yetAlso I have over paid which I have not received credit for and also I have a mn credit that was not appliedTheir response it not correctI tried to send an email from the case number but it didn't work
Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ June 25, [redacted] Minneapolis, MN 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, TexasI 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 monthThese dates are based off when your meter is read every month during the meter reading cycle for your geographic locationWe cannot change the meter reading date for one customer, because of the logistics involved with reading the meters of an entire areaYour 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 feesCenterPoint Energy's records show that your monthly statements have all been mailed on timeAfter review of your account, I show you have only been assessed one $late fee within the last months, and this fee was waived as a one-time courtesy when you contacted a CenterPoint Energy representative on June 16, In your complaint you also stated that CenterPoint Energy insisted you set up Bank Draft to correct your billing issueThis is not correctCenterPoint 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 monthCenterPoint Energy cannot change your billing cycle because of your meter reading cycleHowever, 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 / [redacted] (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 monthLike I said, I mail my check the same time every monthIt seems to get there on time part of the time and late by a day or other timesI guess I will just get over it and continue this the same as alwaysI 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 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 alwaysThanks and sorry to trouble you Final Business Response / [redacted] (4000, 9, 2015/06/30) */ June 30, [redacted] Minneapolis, MN 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.comYou stated you did not understand why we could not read your meter on the same day every monthCenterPoint 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 holidaysI 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 monthIf you are a day or two late, you will receive a credit generated call to remind you that a payment was recently dueTo expedite the billing process, you have the option to receive an electronic copy of your bill, or pay electronically to avoid your payment being lateYou 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]
Thank you for your patience in our response regarding Revdex.com complaint # [redacted] listed in the name of [redacted] located at the address of [redacted] **, Minneapolis, MN According to our records a shut off notice was mailed to subject address on 6/2/16, to collect a past due amount of $no later than 6/12/to avoid service interruption Current charges in the amount of $were due 6/30/Please understand when no payments or payment arrangements were received in our office by the shut off date of 6/12/16, gas service was disconnected for nonpayment on 6/21/On 6/22/16, Mr [redacted] contacted customer service and requested the amount needed to restore his gas serviceThe Customer Service Representative advised of the amount Mr [redacted] was shut off for, and transferred Mr [redacted] ’ s phone call to the IVR for payment processingOn 6/28/16, Mr [redacted] made another payment for $however the gas service remained offOn 7/3/16, Mr [redacted] contacted our Customer Service Department again to report an emergency gas odor coming from the gas meter in the front of his address Upon arrival our CNP emergency technician documented that he checked the gas meter, riser and around the entire home and found no gas readings or odors; and left the area safe and leaving the gas service off as he found itFinally, on 7/5/Mr [redacted] contacted Customer Service to inquire why his gas service was still offThe Customer Service Representative explained that an order was never placed to restore service upon the initial request Mr [redacted] informed the representative that he was never advised to report his payment back into our office for restoration of serviceA reconnection order was scheduled for the same day and gas service was reconnectedPlease note the initial Customer Service Representative failed to provide the necessary information Mr [redacted] needed in reconnecting his gas servicePlease know that expectations of improvement will be communicated to the individuals responsible for mishandling Mr [redacted] ’s restoration processWe apologize for any inconvenience that this matter may have caused Mr [redacted] The additional deposit was waived and although he paid a reconnection fee in the amount of $to have his gas service restored, we will gladly reverse it as a onetime courtesy due to missed information that was not providedWe thank Mr [redacted] for the opportunity to work on his behalf as we appreciate his ongoing businessSincerely, Shauntee [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/03/11) */ March 11, Mr [redacted] Bloomington, MN Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) regarding the heating system rebate you have requested CenterPoint Energy records show that you have obtained an AHRI number from the HVAC distributor where you purchased your new furnaceUnfortunately, that number is not listed on the AHRI website, which is a requirement for the rebate to be paidTo investigate further, our Rebate Center supervisor contacted the heating system manufacturer and provided the AHRI number and asked them if the equipment was listed on the AHRI websiteThe manufacturer (Rheem) responded that the furnace was from 2012, is no longer manufactured, and that the warranty expires in The heating system rebate program guidelines state that the heating equipment must be listed on the AHRI or ENERGY STAR website in order to be eligible for a rebateThis is noted on the rebate form, CenterPoint Energy website and other program materialsOn the front of the form we also state that it is the responsibility of the dealer and purchaser to ensure that program requirements are metIf program requirements are not met, no rebate can be paid Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) My furnace was listed on the AHRI websiteOtherwise it wouldn't have an AHRI certification numberTo quote from the CenterPoint rebate form: "NOTE: For rebate to apply the new equipment must be listed and AFUE verified in the Air Conditioning, Heating and Refrigeration Institute (AHRI) directory." Again, my furnace is new and has an AHRI certificate numberThis verifies its AHRI listingThe fact that the furnace is a model and isn't currently manufactured seems to be irrelevant to the rebateManufacturers regularly change modelsThe fact it is still under warranty, until 2017, also seems irrelevant to the rebateIf anything, it being under warranty seems to support my position The CenterPoint response to the Revdex.com inquiry is exactly the same as one of the e-mails they sent meI've asked them to reconsider the rebate denial before I filed with the Revdex.comThey refused then and continue to be uncooperativeI could have purchased a cheaper and less efficient furnaceBut I was willing to invest in saving energy because of the incentive offered by the Residential High Efficiency Heating System RebatePlease ask CenterPoint to honor their Rebate Final Business Response / [redacted] (4000, 9, 2016/03/21) */ CenterPoint Energy Rebate staff contacted AHRI after Mr [redacted] asked to reconsider the decision, to determine if AHRI had archived the furnace model numberIn response to this inquiry, AHRI provided the following response on March 21, at 11:AM: "Thank you for contacting AHRI for information on the Directory of Certified Product PerformanceThe model/combination you are looking for is not found within the past five yearsNo ratings can be providedYou will have to contact the manufacturer directly for any information about this unit." Unfortunately, because the AHRI number provided cannot be verified by AHRI, no rebate can be provided
Thank you for your patience in our response to your complaint to the Revdex.com (Revdex.com) regarding the status of your refund for the credit balance on your account for gas service at [redacted] ***, Minneapolis, Minnesota Our records reflect that you contacted CenterPoint Energy on February 23, to request a credit refund due to over payment on your account for the amount of -$Our records show that this credit balance was refunded to the payment vendor used to submit your payments (Checkfree, Inc.) on December 21, In researching this issue, our Remittance department has found that the following payments were refunded separately, and that Checkfree, has confirmed that each payment was received and transferred to your bank account no later than January 18, The credit balance refunded to your account was transferred in separate amounts as follows: $ $ $ $ $ $ Please confirm that each amount was credited to your bank account in December – January We apologize for any inconvenience this matter may have caused and thank you for the opportunity to address the concern presented on your behalf complaint Sincerely, Shauntee [redacted]
[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] ***
October 17, Regarding Complaint ID: [redacted] Nicole N [redacted] Scottsdale, AZ Dear MsN [redacted] , We are in receipt of the complaint regarding the above-referenced propertyWe do want to apologize for the numerous service calls at your property We did have our service supervisor, Mike S [redacted] out to your home on October 14th, 2016, along with the representative from [redacted] the manufacturer of your equipment At this visit the manufacturer representative did confirm our diagnosis that the Thermo Expansion Valve was faulty We had ordered that part on October 12th, 2016, at our prior visit, so we were able to replace it for you at the time of service Respectfully, Damon B [redacted] VP of Residential Sales and Service
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 attachmentThank you,Shauntee [redacted]
Thank you for your patience in our response regarding BBB Complaint # [redacted] listed in the name of [redacted] of [redacted] in Minneapolis, MN. According to our records Mr. [redacted] contacted customer service on 3/30/16 and scheduled a refrigeration repair for 3/31/16. The... technician traveled to the subject address on 3/31/16 and completed repairs of Mr. [redacted] ’s refrigerator. At the time of the repair, the technician discovered the door rack was damaged and documented advising Mr. [redacted] upfront of his options available regarding the door rack: “DOOR RACK BUSTED PART NOT COVERED. CUSTOMER WANTED IT ORDERED ADV CUST ABOUT 50$ TO HAVE PART SENT OUT. CUST WANTED IT ODERED ADV CUST 25$ IF HE WANTED TO GET ON HIS OWN, BUT HE WANTED PART SENT.” Please understand we apologize for any inconvenience or miscommunications Mr. [redacted] may have experienced; and we thank him for the opportunity to address his concerns. However, based on the above information presented we do not find where any adjustments are warranted. Sincerely,Shauntee [redacted]
January 17, 2017 Ms. [redacted] Shakopee, MN 55379-4552 Ms. ***: This letter responds to your complaint to the RevDex.com (BBB) 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
March 20, Mr [redacted] **Lakeville, MN Re: Revdex.com Complaint # [redacted] Mr [redacted] :Thank you for your patience in our response to your complaint filed with the Revdex.com (Revdex.com) regarding your payment return expense fee in the amount of $10.00According to our records on February 26, 2017, you made an online payment in the amount of $which later returned no account found or unable to locate on February 27, It appears that inaccurate payment information was entered, and therefore a return expense fee was assessed in the amount of $10.00.On March 7, 2017, our records reflect that yourspoke a customer service supervisor who agreed to reverse the fee as a onetime courtesyPlease note we apologize for any inconvenience that this matter may have caused you, and we appreciate the opportunity to address this matter on your behalf Sincerely,Shauntee [redacted]
Mr***:Our billing system will not reflect this credit until the next invoice is printedThe credit to your account will be displayed on your subsequent invoice which is due to print April (and will be due in May)The account balance of $is due on April as stated in our previous response.Sincerely,Robin HCenterPoint Energy
May 12, Mr [redacted] Isanti, MN 55040-Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your range at [redacted] **, Isanti, Minnesota 55040-CenterPoint Energy records show that Home Service Plus (HSP) has visited your home to repair your range on multiple occasionsIn November 2010, our technician ordered a total of burner assemblies to resolve the issue with the popping sound at your rangeNo further issues were reported after this visit, until March 2015, when multiple repair visits were made to your property in an attempt to resolve this issueAfter replacing the regulator at the range, the appliance was tested and the issue was resolved, although a new burner indicator (LED light) was also orderedCenterPoint Energy does not have record of installing this partCenterPoint Energy and HSP dispute your assertion that HSP technicians are “not qualified to work on the range top,” as our records show that this issue was appropriately diagnosed and repaired in March HSP appliance repair technicians regularly use monometers and are proficient in their useIn this case, only 8” of pressure was measured from the regulator at your rangeAfter the repair was completed (including replacing the regulator), the appliance was found to be functioning properly with no popping sounds evidentIf that is no longer the case, another repair visit may be warranted so that HSP may investigate the issue furtherCenterPoint Energy and HSP have made multiple good faith attempts to repair your applianceRepair costs (covered by your HSP Repair Plan) total approximately $in parts and labor, but you have been charged only for the monthly cost of your Repair PlanFinally, please note that HSP Repair Plan coverage applies only to residential propertiesOur notes indicate that your property may have been converted to a Bed & BreakfastIf your property is now a business, it may no longer qualify for HSP coverageIf you have any further questions at this time, please reply to this letterSincerely, Robin H Regulatory Liaison CenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for Mr [redacted] M [redacted] for the service address of [redacted] **, Minneapolis, MN listed in the name of [redacted] ***You indicated in your complaint that Center Point Energy is billing *** [redacted] for $ for gas consumption at the property located at [redacted] ***, Minneapolis MN 55412, which belonged to the tenant by the name of [redacted] living at the property during the time frame the charges were incurredPlease note our investigation revealed on March 3, Ms [redacted] contacted CenterPoint Energy Customer Service and requested a move out/cancelation of gas service for the subject address of [redacted] **, to take effect immediately [redacted] is listed as the owner of this property per Hennepin County property recordsA landlord agreement, which automatically starts service in the name of [redacted] Please understand that because a Landlord Agreement exists on your account, if a tenant requests that CenterPoint Energy close their account, our system will automatically bill the owner’s account in order to avoid interruption of service You also advised in your above complaint that you were not responsible for the amount due of $ The amount of $consists of the following billing periods: [redacted] [redacted] 3/3/– 4/1/ 12/6/– 12/15/4/1/16-4/14/ Total: $ Total: $ CenterPoint Energy’s investigation has determined that this balance is valid and collectibleWe thank you for the opportunity to address the concerns presented in this complaint and we apologize for any inconvenience or confusion it may have caused Sincerely, Shauntee [redacted]
March 18, Mr [redacted] Anoka, MN 55303- Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding charges for the Home Service Plus (HSP) Repair Plan on your account CenterPoint Energy records show that you were charged for the HSP Repair Plan beginning in November However, these charges were added to your account in error, as you have statedTo correct this error, I have removed the charges from your account and have enrolled your Landlord's account in HSP, which should have been done in November The balance on your account is currently $ I would like to apologize for the confusion and lack of service you have received when attempting to have this error corrected If you have any further questions regarding this issue, please contact me Sincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/11/10) */ November 10, Mr [redacted] Minneapolis, MN 55434- Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding your reimbursement claim for the Replacement Assistance Plan (RAP) contract at your property at [redacted] , Minneapolis Minnesota As your complaint states, your RAP claim for reimbursement for the replacement of your refrigerator was denied by our office due to your recent change of service addressI have reviewed your account and determined that your RAP claim may have been processed in error Please resubmit your RAP claim documentation to me directly at: Robin H CenterPoint Energy [redacted] Minneapolis, Minnesota 55459- Upon receipt, I will ensure that your RAP claim is processed by management as quickly as possibleI look forward to hearing from you Sincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted] Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/11/20) */
I am rejecting this response because: I never received a phone call and in your statement you state that I did make payments in May and July so what I don't understand is how can you shut my gas off to my house when I was actually making paymentsIt may not be the full amount, which this is not the issue, I HAVE MONEY! The point is that I was never properly notified on what I exactly owed at that time So because I was short $you shut my gas off? How horrible of a service is that!!! Not to mention I received another letter from your company stating I got charged another $for cancelling a check I wrote out to you guys so I didn't double pay you the full amount I made a payment over the phone for the full amount and all these connection fees and my check had already been sent So I cancelled my check, as you guys have already been paid, IN FULL, for what I owedSo just because I cancelled a check, that would have paid double that month you are trying to charge me another $ I think you guys a crooksYou jumped the gun to disconnect me rather then trying to reach out to get the full paymentMN State law also states if I'm making payments you cannot disconnect me I will not be satisfied until I am reimbursed for my reconnection fee, and now this $cancelled check fee.And I'm still waiting for another bill from you guys You have TERRIBLE customer service and Centerpoint Energy are crooks trying to get more money anyway they can I am willing to fight this all way because of how poorly this was handled by Centerpoint and I have small children in my houseWhat you, centerpoint energy, did was SUPER unethical and wrong! [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ September 24, Mr [redacted] Minneapolis, MN Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your air conditioner by Home Service Plus (HSP) Your complaint notes that your air conditioner was no longer functional after our technician's visit on September 16, Our records show that our HSP technician visited your home and repaired the air conditioner on September We also gave a second opinion to the previous diagnosis of your furnace repair on September 23, As you note, you were charged $for the cost of the repair to your air conditionerHowever, our supervisor has since credited your account for four months of the monthly HSP cost, or a total of $This amount covers the cost of the air conditioner repair I would like to apologize for the difficulties you have experienced in scheduling this repairHowever, because the cost of the repair has been credited to your account, CenterPoint Energy considers this matter resolved Sincerely, Robin H Regulatory Liaison CenterPoint Energy
Thank you for your patience regarding Revdex.com Complaint# [redacted] for Mr [redacted] located at the address of [redacted] in Minneapolis, MNOn 3/24/16, Mr [redacted] contacted our CNP/HSP Customer Service Department to schedule a refrigerator repair; he advised our representative that his refrigerator was not cooling nor freezing Our field technician traveled to the subject address for the appointment but no one was homeThe appointment was then rescheduled for 3/26/On 3/26/16, our field technician arrived to the referenced address and discovered that the refrigerator evaporator had only two out of the seven coils frosted and getting cold, the amp measured at opposed to a measurement of 1.5-, along with a refrigerate leak discovered in the sealed system Our technician informed Mr [redacted] that his Home Service Plus Repair Plan does not cover sealed system repairs and that the refrigerator was non-repairable On 6/7/16, Mr [redacted] contacted CNP/HSP Customer Service to add the Replacement Assistance Plan On 7/29/16, Mr [redacted] reported that the refrigerator was not cooling againA technician arrived at the service address on 8/2/to investigate the matter; the technician advised and documented that this was the same GE refrigerator from the previous appointment on 3/26/ Mr [redacted] requested replacement money but the technician advised him the refrigerator did not qualify for the Replacement Assistance Plan (RAP) because it was found to be non-repairable in March prior to enrolling in RAPCurrently, Mr [redacted] has the Home Service Basic Repair Plan for his air conditioner and dishwasher, but the refrigerator and Replacement Assistance Plan (RAP) have been canceledPlease note Mr [redacted] was not charged for the RAP plan Please refer to the terms and conditions of the RAP located at: http://www.centerpointenergy.com/en-us/HSP/Pages/replacement-assistance-plan-ter...⇄ The Replacement Assistance Plan applies to appliances currently covered by your existing HSP repair plan at the covered residenceAt the time you enroll in the Replacement Assistance Plan, your covered appliances must meet code requirements and be in operating conditionWe apologize for any inconvenience this matter may have caused Mr [redacted] However, it is with regret we will be unable to honor Mr [redacted] ’s request for Replacement Assistance in the amount of $Thank you, Shauntee [redacted]
I am rejecting this response because: I spoke with Greta [redacted] (who, for the first and only time, called me AFTER the Revdex.com complaint was submitted)And, what she meant by the "investigation revealed" (in their letter) is that the "Technician said" the leak was caused by a "pin hole" in the rubber connector hoseIt's questionable that any claim, especially one of this amount, is left to the "word of the Technician" to determine liabilityNO "investigation" was conducted, and in addition to their very poor communication, that is our main complaint.Greta [redacted] cannot tell me whether or not the video (we provided) was watchedWhenever CenterPoint Energy (HSP) will review the attached video, they'll find that the connector hose their Technician claims is responsible for the leak, isn't even leaking water (which can even lead to the conclusion that the Technician is possibly responsible for putting the hole in the hose when disconnecting it from the pump/motor).From their response letter, I strongly reject that "CNP provided service and will not consider reimbursement of months of service call fees." Here's why: 1) this was our very first service call, 2) the service wasn't satisfactory (as the dishwasher still doesn't work!!!), and 3) according to the law, if "service insurance money" is collected and the customer isn't satisfied, those fees are due as a refundSo while she is correct that they "provided service," it's not near correct that it was satisfactory service (otherwise there wouldn't have been service calls and a dishwasher that still does not work!).Sincerely, [redacted] ***s(PS - It would be nice if a company that has collected this much money from us could get my name right it's spelled different ways in their letter - [redacted] and [redacted] - BOTH wrong!)
I am rejecting this response because: I reject the response because they harbor billed me correctly yetAlso I have over paid which I have not received credit for and also I have a mn credit that was not appliedTheir response it not correctI tried to send an email from the case number but it didn't work
Initial Business Response / [redacted] (1000, 5, 2015/06/25) */ June 25, [redacted] Minneapolis, MN 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, TexasI 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 monthThese dates are based off when your meter is read every month during the meter reading cycle for your geographic locationWe cannot change the meter reading date for one customer, because of the logistics involved with reading the meters of an entire areaYour 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 feesCenterPoint Energy's records show that your monthly statements have all been mailed on timeAfter review of your account, I show you have only been assessed one $late fee within the last months, and this fee was waived as a one-time courtesy when you contacted a CenterPoint Energy representative on June 16, In your complaint you also stated that CenterPoint Energy insisted you set up Bank Draft to correct your billing issueThis is not correctCenterPoint 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 monthCenterPoint Energy cannot change your billing cycle because of your meter reading cycleHowever, 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 / [redacted] (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 monthLike I said, I mail my check the same time every monthIt seems to get there on time part of the time and late by a day or other timesI guess I will just get over it and continue this the same as alwaysI 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 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 alwaysThanks and sorry to trouble you Final Business Response / [redacted] (4000, 9, 2015/06/30) */ June 30, [redacted] Minneapolis, MN 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.comYou stated you did not understand why we could not read your meter on the same day every monthCenterPoint 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 holidaysI 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 monthIf you are a day or two late, you will receive a credit generated call to remind you that a payment was recently dueTo expedite the billing process, you have the option to receive an electronic copy of your bill, or pay electronically to avoid your payment being lateYou 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]
Thank you for your patience in our response regarding Revdex.com complaint # [redacted] listed in the name of [redacted] located at the address of [redacted] **, Minneapolis, MN According to our records a shut off notice was mailed to subject address on 6/2/16, to collect a past due amount of $no later than 6/12/to avoid service interruption Current charges in the amount of $were due 6/30/Please understand when no payments or payment arrangements were received in our office by the shut off date of 6/12/16, gas service was disconnected for nonpayment on 6/21/On 6/22/16, Mr [redacted] contacted customer service and requested the amount needed to restore his gas serviceThe Customer Service Representative advised of the amount Mr [redacted] was shut off for, and transferred Mr [redacted] ’ s phone call to the IVR for payment processingOn 6/28/16, Mr [redacted] made another payment for $however the gas service remained offOn 7/3/16, Mr [redacted] contacted our Customer Service Department again to report an emergency gas odor coming from the gas meter in the front of his address Upon arrival our CNP emergency technician documented that he checked the gas meter, riser and around the entire home and found no gas readings or odors; and left the area safe and leaving the gas service off as he found itFinally, on 7/5/Mr [redacted] contacted Customer Service to inquire why his gas service was still offThe Customer Service Representative explained that an order was never placed to restore service upon the initial request Mr [redacted] informed the representative that he was never advised to report his payment back into our office for restoration of serviceA reconnection order was scheduled for the same day and gas service was reconnectedPlease note the initial Customer Service Representative failed to provide the necessary information Mr [redacted] needed in reconnecting his gas servicePlease know that expectations of improvement will be communicated to the individuals responsible for mishandling Mr [redacted] ’s restoration processWe apologize for any inconvenience that this matter may have caused Mr [redacted] The additional deposit was waived and although he paid a reconnection fee in the amount of $to have his gas service restored, we will gladly reverse it as a onetime courtesy due to missed information that was not providedWe thank Mr [redacted] for the opportunity to work on his behalf as we appreciate his ongoing businessSincerely, Shauntee [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/03/11) */ March 11, Mr [redacted] Bloomington, MN Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) regarding the heating system rebate you have requested CenterPoint Energy records show that you have obtained an AHRI number from the HVAC distributor where you purchased your new furnaceUnfortunately, that number is not listed on the AHRI website, which is a requirement for the rebate to be paidTo investigate further, our Rebate Center supervisor contacted the heating system manufacturer and provided the AHRI number and asked them if the equipment was listed on the AHRI websiteThe manufacturer (Rheem) responded that the furnace was from 2012, is no longer manufactured, and that the warranty expires in The heating system rebate program guidelines state that the heating equipment must be listed on the AHRI or ENERGY STAR website in order to be eligible for a rebateThis is noted on the rebate form, CenterPoint Energy website and other program materialsOn the front of the form we also state that it is the responsibility of the dealer and purchaser to ensure that program requirements are metIf program requirements are not met, no rebate can be paid Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) My furnace was listed on the AHRI websiteOtherwise it wouldn't have an AHRI certification numberTo quote from the CenterPoint rebate form: "NOTE: For rebate to apply the new equipment must be listed and AFUE verified in the Air Conditioning, Heating and Refrigeration Institute (AHRI) directory." Again, my furnace is new and has an AHRI certificate numberThis verifies its AHRI listingThe fact that the furnace is a model and isn't currently manufactured seems to be irrelevant to the rebateManufacturers regularly change modelsThe fact it is still under warranty, until 2017, also seems irrelevant to the rebateIf anything, it being under warranty seems to support my position The CenterPoint response to the Revdex.com inquiry is exactly the same as one of the e-mails they sent meI've asked them to reconsider the rebate denial before I filed with the Revdex.comThey refused then and continue to be uncooperativeI could have purchased a cheaper and less efficient furnaceBut I was willing to invest in saving energy because of the incentive offered by the Residential High Efficiency Heating System RebatePlease ask CenterPoint to honor their Rebate Final Business Response / [redacted] (4000, 9, 2016/03/21) */ CenterPoint Energy Rebate staff contacted AHRI after Mr [redacted] asked to reconsider the decision, to determine if AHRI had archived the furnace model numberIn response to this inquiry, AHRI provided the following response on March 21, at 11:AM: "Thank you for contacting AHRI for information on the Directory of Certified Product PerformanceThe model/combination you are looking for is not found within the past five yearsNo ratings can be providedYou will have to contact the manufacturer directly for any information about this unit." Unfortunately, because the AHRI number provided cannot be verified by AHRI, no rebate can be provided
Thank you for your patience in our response to your complaint to the Revdex.com (Revdex.com) regarding the status of your refund for the credit balance on your account for gas service at [redacted] ***, Minneapolis, Minnesota Our records reflect that you contacted CenterPoint Energy on February 23, to request a credit refund due to over payment on your account for the amount of -$Our records show that this credit balance was refunded to the payment vendor used to submit your payments (Checkfree, Inc.) on December 21, In researching this issue, our Remittance department has found that the following payments were refunded separately, and that Checkfree, has confirmed that each payment was received and transferred to your bank account no later than January 18, The credit balance refunded to your account was transferred in separate amounts as follows: $ $ $ $ $ $ Please confirm that each amount was credited to your bank account in December – January We apologize for any inconvenience this matter may have caused and thank you for the opportunity to address the concern presented on your behalf complaint Sincerely, Shauntee [redacted]
[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] ***
October 17, Regarding Complaint ID: [redacted] Nicole N [redacted] Scottsdale, AZ Dear MsN [redacted] , We are in receipt of the complaint regarding the above-referenced propertyWe do want to apologize for the numerous service calls at your property We did have our service supervisor, Mike S [redacted] out to your home on October 14th, 2016, along with the representative from [redacted] the manufacturer of your equipment At this visit the manufacturer representative did confirm our diagnosis that the Thermo Expansion Valve was faulty We had ordered that part on October 12th, 2016, at our prior visit, so we were able to replace it for you at the time of service Respectfully, Damon B [redacted] VP of Residential Sales and Service
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 attachmentThank you,Shauntee [redacted]
Thank you for your patience in our response regarding BBB Complaint # [redacted] listed in the name of [redacted] of [redacted] in Minneapolis, MN. According to our records Mr. [redacted] contacted customer service on 3/30/16 and scheduled a refrigeration repair for 3/31/16. The... technician traveled to the subject address on 3/31/16 and completed repairs of Mr. [redacted] ’s refrigerator. At the time of the repair, the technician discovered the door rack was damaged and documented advising Mr. [redacted] upfront of his options available regarding the door rack: “DOOR RACK BUSTED PART NOT COVERED. CUSTOMER WANTED IT ORDERED ADV CUST ABOUT 50$ TO HAVE PART SENT OUT. CUST WANTED IT ODERED ADV CUST 25$ IF HE WANTED TO GET ON HIS OWN, BUT HE WANTED PART SENT.” Please understand we apologize for any inconvenience or miscommunications Mr. [redacted] may have experienced; and we thank him for the opportunity to address his concerns. However, based on the above information presented we do not find where any adjustments are warranted. Sincerely,Shauntee [redacted]
January 17, 2017 Ms. [redacted] Shakopee, MN 55379-4552 Ms. ***: This letter responds to your complaint to the RevDex.com (BBB) 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
March 20, Mr [redacted] **Lakeville, MN Re: Revdex.com Complaint # [redacted] Mr [redacted] :Thank you for your patience in our response to your complaint filed with the Revdex.com (Revdex.com) regarding your payment return expense fee in the amount of $10.00According to our records on February 26, 2017, you made an online payment in the amount of $which later returned no account found or unable to locate on February 27, It appears that inaccurate payment information was entered, and therefore a return expense fee was assessed in the amount of $10.00.On March 7, 2017, our records reflect that yourspoke a customer service supervisor who agreed to reverse the fee as a onetime courtesyPlease note we apologize for any inconvenience that this matter may have caused you, and we appreciate the opportunity to address this matter on your behalf Sincerely,Shauntee [redacted]
Mr***:Our billing system will not reflect this credit until the next invoice is printedThe credit to your account will be displayed on your subsequent invoice which is due to print April (and will be due in May)The account balance of $is due on April as stated in our previous response.Sincerely,Robin HCenterPoint Energy
May 12, Mr [redacted] Isanti, MN 55040-Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your range at [redacted] **, Isanti, Minnesota 55040-CenterPoint Energy records show that Home Service Plus (HSP) has visited your home to repair your range on multiple occasionsIn November 2010, our technician ordered a total of burner assemblies to resolve the issue with the popping sound at your rangeNo further issues were reported after this visit, until March 2015, when multiple repair visits were made to your property in an attempt to resolve this issueAfter replacing the regulator at the range, the appliance was tested and the issue was resolved, although a new burner indicator (LED light) was also orderedCenterPoint Energy does not have record of installing this partCenterPoint Energy and HSP dispute your assertion that HSP technicians are “not qualified to work on the range top,” as our records show that this issue was appropriately diagnosed and repaired in March HSP appliance repair technicians regularly use monometers and are proficient in their useIn this case, only 8” of pressure was measured from the regulator at your rangeAfter the repair was completed (including replacing the regulator), the appliance was found to be functioning properly with no popping sounds evidentIf that is no longer the case, another repair visit may be warranted so that HSP may investigate the issue furtherCenterPoint Energy and HSP have made multiple good faith attempts to repair your applianceRepair costs (covered by your HSP Repair Plan) total approximately $in parts and labor, but you have been charged only for the monthly cost of your Repair PlanFinally, please note that HSP Repair Plan coverage applies only to residential propertiesOur notes indicate that your property may have been converted to a Bed & BreakfastIf your property is now a business, it may no longer qualify for HSP coverageIf you have any further questions at this time, please reply to this letterSincerely, Robin H Regulatory Liaison CenterPoint Energy