The Hot Water Heater Company Inc.

To Whom It May Concern:
Customer changed over to Discount
Power several months ago and elected to have his bill emailed in order to save
a $paper bill fee. Customer asserts in his complaint that he was not
receiving his bills via email, however our system shows that the
emails
containing the bills were sent successfully.
On 3/6/15, the Customer called our customer service department regarding
the issue and added another email address to his account for the bills to be
emailed. Our system also shows that the
emails were also sent successfully to that account as well. The Customer’s original email address is the
one that seems to be having an issue where it may not be receiving emails. The emails being sent may also be going to a
Junk/Spam folder and not the main mailbox.
We have issued courtesy credits
on 2/27/and 3/12/to cover late fees, DNP notice fees and manual payment
fees, and the Customer is currently set up to receive his bills via paper
billing. I spoke to the Customer today
and told him that as a courtesy, we would waive the $paper bill fee per
the Customer’s request and we have also disabled the email billing option
moving forward
If the Customer has additional
concerns, we will gladly be willing to speak to him to address his concerns.
Our contact information is located below:
Mailing address:
Discount Power *** *** *** ***
*** ***
*** ** ***
Email Address: ***
Phone Number: ***
Fax Number: ***
Please let me know if you have
any questions
Regards,
CG***
Vice President
Discount Power
*** *** *** ***
*** ***
*** ** ***
Phone: ***

To   To Whom It May Concern:sig   The customer signed up with Discount Power on 07/10/2015 for services to begin on 07/15/2015. The customer also signed up to receive his bills via e-mail at the time.2.        The customer's first bill was sent out on 07/27/2015...

for services from 07/15/15 – 07/24/15.  The due date of this bill was 08/12/2015 and we received email confirmation that the bill was sent from our billing system.3.        On 08/17/2015 a disconnection notice was mailed out to the customer per the [redacted] ("[redacted]") rules. The notice clearly states the customer’s services would be interrupted due to an outstanding balance.  We attempted to contact the customer at the number that we received during the enrollment and were unable to reach the customer.  The customer's services were later interrupted due to an outstanding balance per the disconnection notice. Once the outstanding balance was satisfied, the services were restored.  We have since reached out to the customer and left a message to address any questions/concerns the customer may have.  Should the customer need to contact us, he can contact me at the address and number below. Regards,C. G[redacted]Vice PresidentDiscount Power1800 St. James PlaceSuite 211Houston, TX 77056713-423-6973d

[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.

To Whom It May Concern:The customer's refund was processed and received.  I have since followed up with the customer and she is satisfied with the outcome and the result and is still a current customer.  If the customer has any further questions, we will gladly speak to the customer to...

address her concerns.  Our contact information is located below.Mailing address:Discount Power5757 Woodway Drive, Suite 270Houston, TX 77057Email Address: [email protected] or [email protected] Number:  713.423.6973Please let me know if you have any questions. Regards, C. GibsonVice PresidentDiscount Power

To Whom It May Concern:Customer signed up with Discount Power on
06/04/2015.  The customer's normal billing cycle is determined by the meter read date of the respective transmission and distribution utility, which in this case is [redacted] and not by Discount Power. The bill is then...

normally sent out within 2-4 business days after the meter read date.  Unfortunately, Discount Power cannot change the meter reading cycle for any meter and does not have the ability to change the customer's bill due date. The customer was informed of this and as a courtesy on
07/27/15 had all late fees waived along with the early termination fee being disabled so the
customer could switch to another provider of his choice.If the customer has additional
concerns, we will gladly be willing to speak to the customer to address his concerns. 
Our contact information is located below:Mailing address: Discount Power [redacted]Email Address: [redacted]Fax Number:  [redacted]Phone Number: [redacted]Please let me know if you have
any questions.Regards,C. G[redacted]Vice PresidentDiscount Power[redacted]
Phone: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  I have spoken with the company several times about the bill date and further discussions would not remedy the situation.  I am currently reviewing other option, but I will have the same problem next month when the billing cycle is offset from pay period.  I do not understand how the company is not able to change the due date a few days to the right. Discount Power is providing the bare minimum days required by the PUC of [redacted].  As stated below "REPs are not prohibited from offering customers the option of choosing their own due date. If your REP does not offer such an option, your due date will remain 16 days after the issuance of each bill."Therefore, Discount power is able to change the due date from the 12th to the 15th of each month.  It is unfortunate that I must look for a different provider for such an easy fix.  As of yet, Discount power has not provided a clear cut reason why the bill cannot be shifted 3 days.  I will call [redacted] to try and get the meter reading date shifted.  
Regards,

To Whom It May Concern:Discount Power offers a variety of retail electricity products suitable for various types of customer needs.  For each residential retail electricity product Discount Power offers, it provides customers an Electricity Facts Label ("[redacted]"), which clearly states the pricing...

for that specific product.  The requirement to provide such [redacted] and the form is outlined in the [redacted] ("[redacted]") rules/guidelines.  This particular customer signed up for a Discount Power product online on 4/23/15 and received an email confirmation and [redacted].  The email confirmation and [redacted] clearly and visibly stated all the pricing for the product the customer chose, and met [redacted] rules/guidelines.The customer contacted the Discount Power's customer service department and was not happy with the chosen product.  As a courtesy, Discount Power waived the customer's late payments and the released the customer from their contract without an early termination fee.  If the customer has additional concerns, we will gladly be willing to speak with the customer.  Our contact information is located below:Mailing Address:Discount Power [redacted]Please let me know if you have any questions.Regards,C. [redacted]Vice President

To Whom It May Concern:We have reached out and spoken to the customer and are in the process of resolving all issues.  The customer is still an active customer with our company.  Let me know if you have further questions or need additional information.Regards,C. G[redacted]Vice PresidentDiscount Power[redacted]

Revdex.com:
This letter is to inform you that Discount Power has carried out a resolution proposed for my complaint, filed on 6/16/2016 and assigned ID [redacted].I have to note that I do not recommend this company.  When I asked for evidence that I was notified, the response was "The renewal notice was recently generated to reflect your contract end date.". It is not clear to me if this email was generated after my complaint or if this was a record of the email sent originally".
Regards,

To Whom It May Concern:   On 6/29/16 I spoke to Mr. [redacted] and explained to him that I would look further into his issue and provide an explanation after my internal investigation to close out this matter.  I further explained to him that currently Discount Power has over 50,000 customers and as a standard practice and procedure, Discount Power uses an automated system that sends written contract expiration notices to its residential customers at least 30 days or one billing cycle, but no more than 60 days or two billing cycles in advance of their contract expiration date. I will follow-up directly with Mr. [redacted] after I complete my internal investigation. Regards,C. [redacted]Vice PresidentDiscount Power

To Whom It May Concern:Customer signed up with Discount Power on 06/10/2015 for a 1 year contract starting on 07/13/2015. The customer’s one-year contract expired on 07/13/2016 and prior to contract expiration, the customer was sent a renewal offer via email.  Discount Power representatives...

have since spoken to the customer and as a courtesy, have issued a credit to the customer for the rate differential from the customer expiration date of 07/13/2016 through 08/15/2016.  If customer has any further questions, we will gladly be willing to address them.  Our contact information is located below:Mailing address:Discount Power5757 Woodway Drive, Suite 270Houston, TX 77057Email Address: [email protected] Number:  713.423.6973