XCEL Energy Refrigerator Rebate Program.

April- I'm sorry to add to your workload, but I was frankly shocked when I recently tried to use one of the XCEL Energy Rebate programs-so much so that I feel it deserves to have a complaint filed with the PUC. I have copied both Rebecca White and Erin O'Neill because I believe it is important for them to know how poorly run rebate programs that are actively being promoted by the PUC and paid for by XCEL customers under demand side management efficiency programs.

In way of explanation, my husband and I have inherited a home that was previously owned by my mother and father in law and lived in by my indigent sister in law prior to her death. One of the items in the home was a very old (over 20 years old), very large, very inefficient refrigerator. We recently have purchased a new much smaller 11 cu energy efficient refrigerator- and made decisions about removal of the old refrigerator based on my knowledge that PSCO had a free pickup, with $50 rebate demand side management program.

As you know, I am always interested in "testing" the consumer programs that are run by our regulated utilities and promoted through the PUC website, so I thought I would use the PSCO refrigerator repair program.

I used the XCEL energy website to register for the rebate and schedule the refrigerator pickup- today's date is October 15th. I stated that the refrigerator would be either at the curb or at the top of the driveway for pickup at any time. Interestingly, the first available pickup time I could schedule was December 2, 2025- seven weeks after initiation of rebate. See attached for screen shot of my scheduled appointment.

Given the current XCEL Energy pickup schedule, there will be an old appliance laying in the street for almost two months. This delay represents a public safety hazard (if doors are not removed children can be trapped inside and suffocate) and the presence of a large object on sidewalk and gutter impedes traffic and pedestrian access. It is also considered as illegal dumping by the city of Denver which is aggressively enforced in this particular neighborhood.

I called the phone number listed on the XCEL website where people with questions about rebates could speak to "trained" customer service representatives. I spoke with Tess (Employee ID 324400). Tessa professionally let me know that XCEL Energy had third party contractor Clear Results who was performing the appliance pickups and that XCEL Energy was well aware of the long delays. When I asked Tessa how long after pickup someone could expect to receive a rebate check, she stated it would be six weeks after pickup- that means that someone- like myself who scheduled a pickup appointment on October 15 would receive a check after January 13- three months from initial scheduling.

As a member of the Fixed Assets Staff, I am well aware of how well funded these rebate programs are. I am also well aware of how much XCEL Energy portrays themselves to be a good corporate citizen and how much they care for their consumers- and the environment.

I wish to lodge a complaint because based on this experience- PSCO's poor management of third party contractor Clear Results documents that a). XCEL does not care for their customers or their customer experience when it comes to energy efficiency rebates; b) They actively promote delays in appliance removal that put young children and pedestrians in their service territory in harms way; c). their negligence creates situations that promote leaving trash and debris on the street and walkways; and finally, d). Energy efficiency programs run through the DSM, are run so poorly that they are actively ineffective- which negates the primary mission of the DSM funding provided by ratepayers.

I look forward to hearing the Company's response to my complaint. My intent in filing this complaint is to get XCEL to force its third party contractors to be more responsive to those who are actively trying to to the right thing.- Marianne Ramos

Followup email-

Yes- I'm looking for an informal complaint process. Property Address is 2519 S. Patton Court, Denver Co 80219. Account number is: 53-0015476422-5. My husband Ted Ramos is the owner of the property, my sons- Samuel and Jacob Ramos are the "renters" for the property.

As followup- I called Clear Results this morning (888)-706-8083 and determined that even though I set up an appointment on the XCEL website, for December 2, it seems that at least for December 2 (the only remaining time allowed to be scheduled during October, November and December) there is a glitch- which means that people- like myself, think they have set up the appointment, when in fact the website has not recorded the appointment time.

Just as a check of the process-during the call with the Clear Results rep this morning, I went through the motions to set up a pickup appointment time for December 2- through their on site rep. The rep said I would be receiving an automated email confirming that I had successfully scheduled pickup appointment time. Its been almost an hour at this point- and still no automated response confirming a pickup. When I expressed concerns about the problems consumers are experiencing with the program, the rep directed me to forward my concerns to the email address (XcelEnergyrefrigeratorrecycling@support.clearesults.com) and I was told a manager would call me back. We'll see what happens.

Based on my experience of yesterday evening and this morning- XCEL's refrigerator rebate program is not accessible either by website or by phone contact. With this complaint, both XCEL and their third party contractor are aware of the issues and at this point seem not to be interested in fixing a process that is entirely broken. And ratepayers are paying for what service here?- I will forward my complaint information to the investigatory docket.- mwr