Company Response
12/4/2024
Company states; 10/30/2024, 1:30:46 pm: new service will require ce to relocate the underground feeder wires, too new service location - reprs made - mhp states that cust is living here & without power, needs asap; sent journey chart10/31/2024, 2:40:49 pm: stacey, assoc project coordinator: bp called, thought we would be out to run the underground service. I went thru our whole process and advised we are not able to get it on right away. He gave me lexis name and phone number to keep posted.
11/13/2024, 6:34:46 AM: Stacey VanWynen, Assoc Project Coordinator: 11/12-received voicemail from Lexus, she wanted an update. I called her back, left voicemail that I was waiting for design. 11/13-Lexus called back in a number of times to the call center and my company phone. I was already gone for the day. Ty also text me. I text him this morning, that I have released the billing and customer packet should be to Jean at the MH Park by tomorrow. (email) and once bill is paid, I can release to
scheduling and reach out to them to see if it can be pulled ahead, but not a guarantee. If they cannot pull ahead, then the normal timeframe is 11-18 business days for the day I release to scheduling.
11/14/2024, 11:01:29 AM: Stacey VanWynen, Assoc Project Coordinator: Called and spoke to Jean Grindle and I called Lexis Carrasco - letting them know the customer packet with invoice was just emailed to Jean. She confirmed she received it. I advised as soon as it is paid, I can release to scheduling.
11/15/2024, 7:12:47 AM: Stacey VanWynen, Assoc Project Coordinator: Emailed Jean Grindle: Good Morning Jean, Thank you for letting me know payment was made. I have released the job for construction and reached out to our scheduling department to see if there is any way we can get this done right away. Currently, the job is scheduled to be completed on 12/4
barring an inclement weather. As soon as I hear back from scheduling, I will let you know. Service was completed on 11-15-24.
11/27/24 - 11:33 AM - I called phone number 6166553580 and left a message for Lexus Carrasco to contact me back. I left my direct phone number. 12/02/2024 13:19:33 EST (RGESCUTI). 12/02/24 - 1:20 PM - I called phone number 6166553580 and left a message for Ms. Carrasco stating I was following up with a concern they placed regarding getting power turned on, and I will send an email.
12/02/24 - 1:23 PM - I received a message from Lexus Carrasco stating they have power for a couple for weeks now and they are all set. She said a supervisor call her too and she is not sure why there is still notifications going out because they do have power. 12/02/24 - 1:29 PM - I spoke with Ms. Carrasco, and she said she is all set they have power now. There are no further concerns.
*Turn on # delays This project was received on 10/30 and had it scoped, designed and constructed within two weeks. There was no delay in service.
*Timeline
New service line was run as soon as payment was received. Was completed 11-15-24. See above for the full timeline description. *Completion The service was completed 11/15/24. *Reimbursement Ms. Carrasco did not mention any concerns regarding reimbursement, and none were suggested during the interactions with the customer. She had requested the power to be turned on as soon as possible which was completed 11/15/24.**Additional notes**we received this complaint ten days after the service was restored. CUSTOMER INQUIRY CLOSED 12/02/24.
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