As CenterPoint endeavors to regain the trust of its customers, it has come to light that not only were residents feeling frustrated and powerless in their attempts to get answers from the company. 13 Investigates has discovered that this was also the case.
During a text exchange between Lt. Governor Dan Patrick and CenterPoint executives, Patrick expressed his dissatisfaction with the company’s responses. CenterPoint’s power outages affected two million individuals following the landfall of Hurricane Beryl on July 8th.
Jeff Bonham, Vice President at CenterPoint, detailed in a text message on July 9th how the storm was closely monitored by the company, and how they proactively sought significant mutual assistance support well before the storm hit land.
According to the text message sent by Bonham at 10:21 a.m. on July 9, we currently have 12,000 field resources available to aid in the restoration efforts. The moment it was deemed safe to do so yesterday, we promptly dispatched crews to the field to commence the process of restoring power.
According to Bonham, it’s better to have talking points instead of a press release.
To view the text messages exchanged between Lt. Gov. Dan Patrick and CenterPoint leadership after the massive power outage, simply click on the provided link.
While serving as acting governor in place of Gov. Greg Abbott during his state business trip to Asia, Patrick received a message from Bonham. He responded by stating that it was up to CenterPoint to release any information to the media and public, clarifying that he was not a spokesperson for the company.
In response to Patrick’s request for answers, Bonham clarified that they were already working on providing those answers. He initially misunderstood and thought Patrick was asking for talking points, leading to the confusion. Patrick reiterated that he was seeking concrete answers and not just talking points.
“Any idea when the power will be restored for more than a million customers tomorrow?” Patrick inquired from CenterPoint.
When asked, Bonham simply replied with, “Not at this time.”
Shortly after their text exchange, Patrick held a news conference in Dickinson with the Texas Division of Emergency Management. During the conference, he reiterated his call for CenterPoint to take responsibility and explain how they were not fully prepared for the storm. The severe weather left some residents without power for almost two weeks, and Patrick wanted answers.
During a news conference on July 9, Patrick addressed CenterPoint, stating that they will have to take responsibility for their preparedness and positioning during the power outages. According to Patrick, the state had its crews in San Antonio, Corpus, and Houston. He further added that he will not be satisfied until he receives a full report on the whereabouts of the CenterPoint crews, their response times, and how quickly they were able to restore power.
On July 16, Gov. Greg Abbott wrote a letter to CenterPoint CEO, Jason Wells, urging the company to furnish comprehensive details to ensure their preparedness for the next storm.
In a letter dated July 16, Governor Abbott expressed concerns over CenterPoint Energy’s priorities and questioned whether they were putting Texans first or their own financial interests. He ordered a thorough investigation by the Public Utility Commission of Texas to determine if CenterPoint Energy had taken any shortcuts that may have impeded the recovery process of electrical infrastructure damages. The Governor is determined to uncover the reasons behind the repeated and persistent power outages in the Greater Houston area that occurred after severe weather conditions and expects the commission to report back with their findings.
CenterPoint has until July 31 to meet Abbott’s deadline.
When asked by 13 Investigates on Thursday afternoon if they had submitted their plans, CenterPoint declined to give a direct answer and only stated that they would meet all deadlines as requested.
During the Public Utility Commission of Texas meeting on Thursday, Wells emphasized that his CenterPoint leadership team would not resort to making excuses, but instead prioritize acting with a sense of urgency.
During emergencies, it is crucial to be prompt, transparent, and provide precise information while ensuring the safety of all individuals involved. Recently, in Austin, Wells emphasized the importance of quick response, clear communication, and rapid yet safe restoration of power. Taking full accountability for the lack of meeting customer expectations, Wells personally apologized to all affected customers, acknowledging the frustration caused. Moving forward, the company will strive to improve and deliver better services.
According to Wells, the company has made a firm commitment to enhance communication with its customers without any delay. In addition, it plans to take specific measures to develop the most robust coastal grid in the United States.
On August 1, a cloud-based outage tracker will be launched by the company. This will enable users to have access to information on restoration status and report any outages they encounter.
According to CenterPoint, this tracker stands out due to its ability to cater to a significant number of users who look for information during times of extensive power outages.
In addition, the company has announced a revised communication strategy, which includes daily briefings and a customer call center that will be properly staffed.
At the meeting on Thursday, PUC Commissioner Lori Cobos expressed her visit to Houston after the storm and the severe impact of the outages. She emphasized that CenterPoint’s actions will determine their performance evaluation.
According to Cobos, while she acknowledges CenterPoint’s willingness to take responsibility, she believes that their actions will ultimately speak louder than their words.
Cobos expressed his appreciation for the detailed plan of action presented by the speaker. However, he also pointed out that certain aspects of the plan seemed like tasks that should have been carried out earlier. Given the company’s extensive experience with natural disasters and being one of the largest utility providers in the state, Cobos believed that some of the items mentioned in the presentation were overdue and should have been implemented already.
CenterPoint was asked by 13 Investigates about its future plans and the exchange of text messages between Bonham and Patrick.
The company has made it clear that it is dedicated to ensuring resilience, maintaining open channels of communication with its customers, and effectively coordinating with local and state partners.
CenterPoint expressed regret for the immense frustration experienced by its customers, community leaders, and elected officials regarding its response to Hurricane Beryl. The company acknowledged the clamor for change from its customers, elected officials, and community leaders, and it is committed to improving its services. According to 13 Investigates, CenterPoint stated, “We have heard the concerns raised, and we are resolute in our efforts to improve.”
On Thursday, Patrick’s office released a statement expressing that he understands the dissatisfaction of the people of Texas.
According to the statement, Texas was well-prepared for Hurricane Beryl and acted swiftly. However, it is deemed unacceptable for electric companies to be caught off guard during such natural calamities, considering that they have access to the same meteorological data as the state. As a response, the Senate Special Committee on Hurricane and Tropical Storm Preparedness, Recovery, and Electricity was established by Lt. Gov. Patrick. The committee’s goal is to establish facts and ensure that electric utility companies in Texas are accountable to its citizens in the aftermath of future natural disasters. The statement further emphasizes that since Texas is the 8th largest economy globally, it is vital that electric companies in the state exhibit preparedness, effective communication, and accountability to the people they serve.
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