Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ October 29, Mr [redacted] Fridley, MN 55421- Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the Home Service Plus (HSP) Repair Plan coverage for your account at [redacted] , Fridley, Minnesota Your complaint states that you signed up for the Replacement Assistance Plan (RAP) via the HSP website but that this coverage is not reflected on your accountAs a result, your HSP contract does not include replacement of your clothes dryer after it was found to be unrepairable by our technician on October 20, To investigate this issue, I have reviewed all interactions (recorded phone calls) you have had with our representativesIn each instance, our representatives confirmed that your account was enrolled in the Total Repair Plan, but at no point were you informed that you were enrolled with RAP prior to October 20, You were not charged for RAP prior to that date, and our records do not show that enrollment had occurred prior to that dateAs a result, HSP cannot consider your dryer for reimbursement through the RAP plan If you have any further concerns regarding this issue, please contact me Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/09) */
Initial Business Response / [redacted] (1000, 6, 2016/03/04) */ March 4, Ms [redacted] Apple Valley, MN 55124- Ms [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the account opened in your name at [redacted] , Apple Valley, Minnesota CenterPoint Energy records show that on August 6, 2015, gas service was placed into the name of [redacted] at the Echo Lane property, by the owner of that propertyThis is known as a "third party move-in" which is offered as a convenience to CenterPoint Energy customers A balance of $accrued through December 2015, although this has since been corrected At this time, the account in your name has been closed, and all associated charges have been cleared from your nameYou should no longer receive collections calls regarding this balance I would like to apologize on behalf of CenterPoint Energy for any inconvenience you may have experienced as a result of this issue If you have any further questions, please contact me Sincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why would you allow the owner of the property to put a bill in our nameWe NEVER lived at the property we were never associated with the propertyI spoke to CenterPoint several times and gave my phone number for the property at [redacted] and NEVER once did they mention we had another accountSo are you telling me you allowed someone to open an account with just our phone number to a property we had NO AFFILIATION with even though we already had an active account since Mar 2015? So what you are saying is anyone with my phone number owning a property can put our information on a bill with a name and phone number? This is unacceptableI have received harassment from the collection agency calling my phone twice per dayI am not happy with this at allMy identity has now been compromised twiceNo one asked for the last digits of a social or anythingThis is bad practiceWhat does a "Third Party move in " have to do with [redacted] and [redacted] We never lived at that property nor did we apply to live at that property or have ANY association with that property! This is a VERY BAD MISTAKE on your behalf! Final Business Response / [redacted] (4000, 10, 2016/03/15) */ Ms [redacted] : Unfortunately, CenterPoint Energy has no way to validate the authenticity of every new request for natural gas serviceNew customer information provided by a third party (for example, a landlord starting service for their tenant) is a transaction that CenterPoint Energy accepts as a convenience to our customersThis can lead to fraudulent information in rare instances However, CenterPoint Energy can correct billing information/records after investigating potential fraudulent situationsIn this case, CenterPoint Energy was provided with incorrect billing information and has since corrected the error I would like to apologize for any inconvenience you may have experienced as a result of this issueBecause billing records have been corrected, CenterPoint Energy considers this matter resolved Sincerely, Robin H Regulatory Liaison CenterPoint Energy Final Consumer Response / [redacted] (2000, 12, 2016/03/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) This was not a new accountI have an account at [redacted] that has been opened since Feb I have called centerpoint several times and at NO point did anyone ask which account was I calling aboutI had to provide my Social Security number when I opened my "real" accountI understand you see this as resolved but I have a real issue with this whole situationIf I was already a customer with an active billWhy wasn't I notified that someone opened an account? Your company should taken better precautionsIf you had my phone number I should have been notified before the collection agency started harassing me Thank you
Ms [redacted] :CenterPoint Energy records show that our technician was able to complete this repair on June 23, and that the fan now turns off when not in use Please let us know if you have any further concerns related to this issueSincerely, Robin HRegulatory LiaisonCenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for [redacted] Please note this matter is still under investigation and will be sent as soon as possible.Thank you,Shauntee [redacted]
May 6, Mr [redacted] Minneapolis, MN 55401-Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding payment arrangements for your account for natural gas service at [redacted] , [redacted] ***, Minneapolis, Minnesota Our records show your account is currently $past dueI have entered an extension on your account until June 6, 2016, to prevent disconnection of your natural gas serviceIf you wish to setup payment arrangements, please visit our website at http://www.centerpointenergy.com/selfserviceIf you require continued natural gas service due to a medical situation, your account may be eligible for protection from disconnectionIf this is the case, please contact me so that a Certificate of Medical Needs can be sentIf you have any questions, please contact me by responding to this complaint or via email at: [email protected], Robin H Regulatory Liaison CenterPoint Energy ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.However, I would like to note that their records are incorrect because I was told that my gas could not be turned back on on 9/because of "weather and workload" and that's why it was rescheduled to the 16thIn addition, I think it is inappropriate for a company to expect me to let a stranger into my house late at night (after 10pm) when I was home alone
I am rejecting this response because: The response does not in any way address my concern. Regarding the most recent visit to [redacted] ***, we were told that there was a significant Carbon Monoxide leak and we needed to purchase a new furnace through them right away. I immediately called an actual furnace company to get a second opinion and they said there was absolutely no issue. The furnace works great, there is no CO leak and nothing wrong with the furnace, we were told it has many years left.This dishonest sales practices needs to stop. How many customers have been taken advantage of by this? This is the second time this has been done to us out of 4 calls. All services need to be canceled with you immediately. Any outstanding balances will not be paid and I still demand full refunds for what we have paid you. Additionally, I need to know how to be reimbursed for the two follow-up services I needed to make with furnace companies when given insufficient service by your company. If this is not addressed promptly, further action will be taken and the attorney general's office will be notified for starters.
April 5, 2016Ms [redacted] ***Chanhassen, MN 55310Ms [redacted] :This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the refund of the credit balance on your account for natural gas service at [redacted] ***, Bloomington, Minnesota 55420.CenterPoint Energy records show that your account carried a credit balance of $in January 2016, and that you called to request a refund of this credit balance on January and again on January Because your payments were made to CenterPoint Energy through Checkfree, a third party payment vendor, your money was refunded through Checkfree by CenterPoint Energy’s Remittance DepartmentThis refund was received by Checkfree on February 2, Typically, this transaction is completed within a matter of days.However, as you know, the refund was not applied to your bank account in a timely mannerYou contacted our office on multiple occasions in March in an effort to locate your refund, and it was not until April 1, that the funds were deposited in your bank account.On behalf of CenterPoint Energy, I would like to apologize for the delay in applying the refund to your bank accountCenterPoint Energy and Checkfree management are investigating the reason for this delay in an attempt to prevent this issue from occurring in the future.If you have any further questions, please contact me.Sincerely,Robin H Regulatory LiaisonCenterPoint Energy [redacted]
April 11, Mr [redacted] Farmington, MN 55024-Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your range at [redacted] ***, Farmington, Minnesota As noted in your complaint, you requested that Home Service Plus (HSP) repair the range at your property in March CenterPoint Energy records show that HSP technicians then made three visits to your home in an attempt to repair your range, but despite multiple repair visits, HSP was unable to complete the repair, as the parts required are no longer manufacturedCenterPoint Energy records also show that you signed up for the HSP Repair Plan in January You have been charged only a total of $for the HSP Repair Plan, as the cost of the first two months of the contract were free as part of a promotionTo resolve this issue, I have removed the outstanding HSP charges of $from your accountPlease note that the total cost of the attempted repairs (parts and labor) would have been $if you had not carried the HSP Repair PlanThis amount will not be charged to youIf you have any further questions, please contact meSincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted]
March 6, Mr [redacted] Champlin, MN 55316- Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding issues related to the repair of your water heater by Home Service Plus (HSP) for your account at [redacted] ***, Champlin, Minnesota CenterPoint Energy records show that you contacted our office to schedule a repair for your water heater on February 22, 2018, which was scheduled between 5PM and midnightUnfortunately, you were not notified that HSP was not able to make this appointment window, so the order was deferred until the following dayCenterPoint Energy and Home Service Plus would like to apologize for this errorPlease note that your account has been credited for three months of the HSP Repair Plan, which will appear on your subsequent three invoicesIf you have any further questions regarding this issue, please contact usSincerely, Robin H Regulatory Liaison CenterPoint Energy
I am rejecting this response because: I have not received nor cashed a $check from center point energy I do have a common name - Andy T [redacted] Is it possible they sent it to a different Andy a T [redacted] ? Can they show record of it being cashed because that would show someone other than myself cashed it or their system is incorrectly showing it as received and cashed Thank you,andy
May 17, Mr [redacted] Minneapolis, MN 55434-Mr [redacted] : CenterPoint Energy records show that our technician advised you that this part was not covered by your Home Service Plus (HSP) Repair Plan, and that ordering the part “would cost around $50.” Our technician also informed you that you could potentially order the part yourself “for around $25.” Because you approved the cost of this part and chose to have HSP send it to your property, the total charges for the part ($45.88) will remain on your accountSincerely, Robin H Regulatory Liaison CenterPoint Energy
Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ October 29, Mr [redacted] Fridley, MN 55421- Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the Home Service Plus (HSP) Repair Plan coverage for your account at [redacted] , Fridley, Minnesota Your complaint states that you signed up for the Replacement Assistance Plan (RAP) via the HSP website but that this coverage is not reflected on your accountAs a result, your HSP contract does not include replacement of your clothes dryer after it was found to be unrepairable by our technician on October 20, To investigate this issue, I have reviewed all interactions (recorded phone calls) you have had with our representativesIn each instance, our representatives confirmed that your account was enrolled in the Total Repair Plan, but at no point were you informed that you were enrolled with RAP prior to October 20, You were not charged for RAP prior to that date, and our records do not show that enrollment had occurred prior to that dateAs a result, HSP cannot consider your dryer for reimbursement through the RAP plan If you have any further concerns regarding this issue, please contact me Sincerely, Robin H Regulatory Liaison CenterPoint Energy Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/09) */
Initial Business Response / [redacted] (1000, 6, 2016/03/04) */ March 4, Ms [redacted] Apple Valley, MN 55124- Ms [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the account opened in your name at [redacted] , Apple Valley, Minnesota CenterPoint Energy records show that on August 6, 2015, gas service was placed into the name of [redacted] at the Echo Lane property, by the owner of that propertyThis is known as a "third party move-in" which is offered as a convenience to CenterPoint Energy customers A balance of $accrued through December 2015, although this has since been corrected At this time, the account in your name has been closed, and all associated charges have been cleared from your nameYou should no longer receive collections calls regarding this balance I would like to apologize on behalf of CenterPoint Energy for any inconvenience you may have experienced as a result of this issue If you have any further questions, please contact me Sincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why would you allow the owner of the property to put a bill in our nameWe NEVER lived at the property we were never associated with the propertyI spoke to CenterPoint several times and gave my phone number for the property at [redacted] and NEVER once did they mention we had another accountSo are you telling me you allowed someone to open an account with just our phone number to a property we had NO AFFILIATION with even though we already had an active account since Mar 2015? So what you are saying is anyone with my phone number owning a property can put our information on a bill with a name and phone number? This is unacceptableI have received harassment from the collection agency calling my phone twice per dayI am not happy with this at allMy identity has now been compromised twiceNo one asked for the last digits of a social or anythingThis is bad practiceWhat does a "Third Party move in " have to do with [redacted] and [redacted] We never lived at that property nor did we apply to live at that property or have ANY association with that property! This is a VERY BAD MISTAKE on your behalf! Final Business Response / [redacted] (4000, 10, 2016/03/15) */ Ms [redacted] : Unfortunately, CenterPoint Energy has no way to validate the authenticity of every new request for natural gas serviceNew customer information provided by a third party (for example, a landlord starting service for their tenant) is a transaction that CenterPoint Energy accepts as a convenience to our customersThis can lead to fraudulent information in rare instances However, CenterPoint Energy can correct billing information/records after investigating potential fraudulent situationsIn this case, CenterPoint Energy was provided with incorrect billing information and has since corrected the error I would like to apologize for any inconvenience you may have experienced as a result of this issueBecause billing records have been corrected, CenterPoint Energy considers this matter resolved Sincerely, Robin H Regulatory Liaison CenterPoint Energy Final Consumer Response / [redacted] (2000, 12, 2016/03/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) This was not a new accountI have an account at [redacted] that has been opened since Feb I have called centerpoint several times and at NO point did anyone ask which account was I calling aboutI had to provide my Social Security number when I opened my "real" accountI understand you see this as resolved but I have a real issue with this whole situationIf I was already a customer with an active billWhy wasn't I notified that someone opened an account? Your company should taken better precautionsIf you had my phone number I should have been notified before the collection agency started harassing me Thank you
Ms [redacted] :CenterPoint Energy records show that our technician was able to complete this repair on June 23, and that the fan now turns off when not in use Please let us know if you have any further concerns related to this issueSincerely, Robin HRegulatory LiaisonCenterPoint Energy
Thank you for your patience in our response regarding Revdex.com Complaint # [redacted] for [redacted] Please note this matter is still under investigation and will be sent as soon as possible.Thank you,Shauntee [redacted]
May 6, Mr [redacted] Minneapolis, MN 55401-Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding payment arrangements for your account for natural gas service at [redacted] , [redacted] ***, Minneapolis, Minnesota Our records show your account is currently $past dueI have entered an extension on your account until June 6, 2016, to prevent disconnection of your natural gas serviceIf you wish to setup payment arrangements, please visit our website at http://www.centerpointenergy.com/selfserviceIf you require continued natural gas service due to a medical situation, your account may be eligible for protection from disconnectionIf this is the case, please contact me so that a Certificate of Medical Needs can be sentIf you have any questions, please contact me by responding to this complaint or via email at: [email protected], Robin H Regulatory Liaison CenterPoint Energy ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.However, I would like to note that their records are incorrect because I was told that my gas could not be turned back on on 9/because of "weather and workload" and that's why it was rescheduled to the 16thIn addition, I think it is inappropriate for a company to expect me to let a stranger into my house late at night (after 10pm) when I was home alone
Please find response located in the attachment
I am rejecting this response because: The response does not in any way address my concern. Regarding the most recent visit to [redacted] ***, we were told that there was a significant Carbon Monoxide leak and we needed to purchase a new furnace through them right away. I immediately called an actual furnace company to get a second opinion and they said there was absolutely no issue. The furnace works great, there is no CO leak and nothing wrong with the furnace, we were told it has many years left.This dishonest sales practices needs to stop. How many customers have been taken advantage of by this? This is the second time this has been done to us out of 4 calls. All services need to be canceled with you immediately. Any outstanding balances will not be paid and I still demand full refunds for what we have paid you. Additionally, I need to know how to be reimbursed for the two follow-up services I needed to make with furnace companies when given insufficient service by your company. If this is not addressed promptly, further action will be taken and the attorney general's office will be notified for starters.
April 5, 2016Ms [redacted] ***Chanhassen, MN 55310Ms [redacted] :This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the refund of the credit balance on your account for natural gas service at [redacted] ***, Bloomington, Minnesota 55420.CenterPoint Energy records show that your account carried a credit balance of $in January 2016, and that you called to request a refund of this credit balance on January and again on January Because your payments were made to CenterPoint Energy through Checkfree, a third party payment vendor, your money was refunded through Checkfree by CenterPoint Energy’s Remittance DepartmentThis refund was received by Checkfree on February 2, Typically, this transaction is completed within a matter of days.However, as you know, the refund was not applied to your bank account in a timely mannerYou contacted our office on multiple occasions in March in an effort to locate your refund, and it was not until April 1, that the funds were deposited in your bank account.On behalf of CenterPoint Energy, I would like to apologize for the delay in applying the refund to your bank accountCenterPoint Energy and Checkfree management are investigating the reason for this delay in an attempt to prevent this issue from occurring in the future.If you have any further questions, please contact me.Sincerely,Robin H Regulatory LiaisonCenterPoint Energy [redacted]
April 11, Mr [redacted] Farmington, MN 55024-Mr [redacted] : This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding the repair of your range at [redacted] ***, Farmington, Minnesota As noted in your complaint, you requested that Home Service Plus (HSP) repair the range at your property in March CenterPoint Energy records show that HSP technicians then made three visits to your home in an attempt to repair your range, but despite multiple repair visits, HSP was unable to complete the repair, as the parts required are no longer manufacturedCenterPoint Energy records also show that you signed up for the HSP Repair Plan in January You have been charged only a total of $for the HSP Repair Plan, as the cost of the first two months of the contract were free as part of a promotionTo resolve this issue, I have removed the outstanding HSP charges of $from your accountPlease note that the total cost of the attempted repairs (parts and labor) would have been $if you had not carried the HSP Repair PlanThis amount will not be charged to youIf you have any further questions, please contact meSincerely, Robin H Regulatory Liaison CenterPoint Energy [redacted]
March 6, Mr [redacted] Champlin, MN 55316- Mr***: This letter responds to your complaint to the Revdex.com (Revdex.com) of Minnesota regarding issues related to the repair of your water heater by Home Service Plus (HSP) for your account at [redacted] ***, Champlin, Minnesota CenterPoint Energy records show that you contacted our office to schedule a repair for your water heater on February 22, 2018, which was scheduled between 5PM and midnightUnfortunately, you were not notified that HSP was not able to make this appointment window, so the order was deferred until the following dayCenterPoint Energy and Home Service Plus would like to apologize for this errorPlease note that your account has been credited for three months of the HSP Repair Plan, which will appear on your subsequent three invoicesIf you have any further questions regarding this issue, please contact usSincerely, Robin H Regulatory Liaison CenterPoint Energy
I am rejecting this response because: I have not received nor cashed a $check from center point energy I do have a common name - Andy T [redacted] Is it possible they sent it to a different Andy a T [redacted] ? Can they show record of it being cashed because that would show someone other than myself cashed it or their system is incorrectly showing it as received and cashed Thank you,andy
May 17, Mr [redacted] Minneapolis, MN 55434-Mr [redacted] : CenterPoint Energy records show that our technician advised you that this part was not covered by your Home Service Plus (HSP) Repair Plan, and that ordering the part “would cost around $50.” Our technician also informed you that you could potentially order the part yourself “for around $25.” Because you approved the cost of this part and chose to have HSP send it to your property, the total charges for the part ($45.88) will remain on your accountSincerely, Robin H Regulatory Liaison CenterPoint Energy