Atlantic City Electric

[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 is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because I again ask that the business reviews their complete calls on this case.  At NO TIME did anyone explain to us what was going on; several calls were placed to Green Energy and were met with nothing but a voicemail system with no call backs.  Furthermore, an agent by the name of [redacted] (she would not give her last name) for Atlantic City Electric was extremely rude throughout the call; [redacted] was transferred to [redacted]'s supervisor at [redacted]' request and was specifically told by this supervisor that "it is no business of yours how Atlantic City Electric puts charges on your bill".  The only people that were willing to go over our electric bill with us and explain to us exactly what was going on was the solar company that installed the solar panels.
Regards,
[redacted]

I left a message for ms [redacted] today.  She was billed past her requested disconnect date of 12/29/14 at her [redacted] Apts account.  I have corrected the delivery portion of her bill, which was billed by ACE--this resulted in a credit of $62.49 which has posted.  However, she had a...

supplier ([redacted]) so the supply portion has to be corrected by the supplier.  We are sending them the corrected kWhs information for the period in question and will have to await for their corrections to be sent back to us.  Once we receive the supplier corrections they will post to her account.

ACE records
show the customer requested service December 11, 2014. A $230.00 deposit was
billed due to the unacceptable payment history the customer had established at
another location serviced by ACE. The customersfirst bill
was December 11, 2014 through December 15, 2014. The bill was for...

$236.32.
$230.00 was the deposit.  The next bill
for charges was December 15th through December 17th and
was for $35.83. A request to disconnect service was made by the previous owner
and our records indicated the service was disconnected on December 17th ; a final bill was rendered. Since the customer had paid the $230.00 for the deposit
a credit of $187.87 remained on the account after the two bills for consumption
totaling $42.11 were deducted. Once determined the service was still connected a
new account was established for the customer and he received a bill for the period
between December 17, 2014 and April 21, 2015 (125 days ) based upon the amount
of electricity that had registered on the meter. The Company obtained an actual
reading on December 11th when service began in the customer’s name
and although the final bill up to December 17th indicates it was an estimated
reading, subsequent actual readings were obtained substantiating the amount of
electric the customer has been billed for. The bill from December 17, 2014
through April 21, 2015 was $454.03, an average of $3.63 per day. We are unable
to tell customers what used the service at the location, however; due to the
time of year the usage can most likely be attributed to heating. The credit on account
number [redacted], $187.87, and has been transferred to the new account, account
number [redacted]. The $187.87 posted toward the electric balance and
another deposit was billed in the amount of $195.00. His balance currently
stands at $585.12 (minus the deposit leaves $390.12 for electric usage).

Customer was assessed a security deposit  on 9/29 due to the delinquency of her account and she has also received 5 disconnect notices between May and September.  The deposit is Warranted and is not eligible to waive. Our records indicate the deposit has been satisfied as of December 9 and...

she has been set on a 12 month installment of $24.68 in addiction to the current bill. The deposit will be held on the account until she has re-established Excellent Credit and has paid her bill in full by the due date,  for 12 consecutive months from once account has a zero balance.

11-2 spoke with [redacted] about deposit of $105. [redacted] sent us letter of credit but end date missing.  She says [redacted]was to resend. Advised will check into that and call her back. Also had an error on her budget.  She set it up online and because she didn't have 12 months of history...

the budget was set at $0. She understands that the $604 was the total amount due and was already set up on a 3 month arrangement for the $604.  She made a $150 payment so I reset her arrangement to bill + $163 3 months.11-3 called [redacted] back and advised we don't have the letter of credit anymore--asked her to have [redacted] fax me one and provided my fax [redacted].  Advised will touch base with her after I receive it.

A review of our records show one service order on the account. There was a disconnect for non-payment order that was issued on November 08, 2015 and completed on November 10, 2015 after a final notice was mailed on October 22, 2015 advising the customer the service would be terminated on or after...

November 6, 2015 unless payment was received.  The service was not disconnected on November 10th.  Another Final Notice was mailed to the customer on November 22, 2015 advising service would be disconnected on or after December 7, 2015 unless a payment was received.  On December 7, 2015 the customer called and made a payment on the account. The customer was placed on Winter Protection and a 12 month installment plan was established on the account.  Once a customer is placed on Winter Protection and an arrangement is established their service is not in  danger of being disconnected until Winter Protection has ended on March 15th as long as they are making monthly payments even if they are unable to pay the full amount.  There were no disconnect orders issued on the account in December and there would have been no reason an Atlantic City Electric employee would have been at the property to serve a disconnect notice on December 20, 2015.

A $285.00 deposit (based on a two-month average bill at the property) was assessed in accordance with NJ regulations.  A letter of credit from another gas or electric utility showing that the customer had at least 12 months of service within the past 24 month period can be submitted;...

however,  a letter from an association or complex does not qualify and cannot be accept to waive the deposit.  ACE is billing the deposit in three installments.

4-12  spoke with [redacted].  bills for [redacted] ** / [redacted] have been going to service address instead of their mailing address.  This started from the time the account was transferred into their name on 10-31-14.  They had a tenant at this location from...

Jan 2015 through Jan 2016.  Advised [redacted] to send me the lease, tenant ID and eviction documents and I will backbill the tenant for the dates they lived here.  Service should be on in their name at this time.  Also mailing address should be PO Box [redacted]

This customer has a 5.59 kW system. When they applied for interconnection, they could have used a 11.46 kW system. So they are only meeting about half of their energy needs with the system. It was a hotter summer this year and they will have a bill over the summer months with the use of Air...

Conditioning. A review of the bills shows all of the meter readings were actual. Since the meter readings have been verified to be correct we can assume the usage the customer was billed for is also correct. An adjustment on the account is not warranted.

Our records indicate that **. [redacted] spoke to our Green Power Connection Team on December 14, 2015.  She was advised that Net Energy Meter was installed at the location on October 27, 2015.  It was explained to **. [redacted] that they were consuming more usage that what was being generated...

by the solar system and thus no excess credits would reflect on the bill.  Electric generation from solar sources can fluctuate as a result of several factors — clouds, darkness, and dirty or snow-covered panels all limit generation. The renewable system may not generate enough energy to meet all of the electrical needs. **. [redacted] also advised that they were using air conditioning and heating during the billing periods in question. New Jersey customers would see negative energy consumption in the Details of Your Energy Charges section of the bill, showing excess carryover history. The excess is carried over month to month until used or until the customer’s anniversary pay out.  **. [redacted]’ anniversary month is currently set as October.  **. [redacted] can contact the installer of the renewable system and they can provide details on obtaining a generation monitoring device compatible with the system. No adjustments are warranted on the account.  An review of all inbound calls will be reviewed and any necessary coaching and feedback will be provided as needed.

I reviewed Ms [redacted] account and found that as of 11/18/2014 her account was credited and adjusted back to her disconnect request date of 8/8.  Customer was on a monthly budget of $205 and as of her August bill her actual electric balance was $641.49.   She was billed until 10/13 and...

her final bill was for $674.87, her $200 deposit was applied and the account was credited $100.80 for August Bill, $33.55 for September Bill and $30.29 for October Bill for a total  credit of $164.64. Customer's final balance due is $340.63. [redacted] 1/20/2014

Our records indicate that the refund check in the amount of $959.89 was issued and mailed on June 16, 2015.  The refund check number is [redacted].

Atlantic City is charging a security deposit based on the last 2 months of the previous bill for a property. So if you buy a house and previous owner did not pay on time - YOU will pay larger security deposit. How in the earth is that fair specially if you have a perfect payment history?

Review: On 8/31 I requested that service at the above address be transferred into my name, as the tenant had moved out. During the period of 9/1 - 9/24 the condo was vacant (with only refrigerator plugged in). AC Electric issued a bill for approximately $60. They sent this bill to the wrong address, despite 4 phone calls to make sure they had the proper mailing address.

The property was sold on 10/8, with a final meter read taking place on 10/5. At that point, for 35 days in a vacant unit, the total bill was 480 kwh and $90.62. I called the utility today and spoke with them regarding inconsistencies in the previous tenant's meter number on her bill as well as the excessive use. The current owner sent a picture of the meter this AM that the supervisor helped me read over the phone. In the time from 10/5 to 10/9, 929 kWh have been used. At that rate, with only a refrigerator plugged in, the breakers in the unit would have been overloaded. They responded that they had no answers and that the meter was working properly. I reviewed previous bills from periods when the unit was empty and they averaged $13-22. When the tenant left, our gas and water consumption dropped drastically as one would expect. Interestingly, the tenant's final bill, where they got the baseline reading for my time period seems to have a conflicting meter number on it when compared with our bills from the last 7 years and currently. We are concerned that someone may be stealing power but the utility company refuses to go and check the meter.

This utility has in the past tried to collect on a debt that was not mine, despite proof from their own organization that the debt was not mine. They have used aggressive tactics and falsely told me that the debt was reported on my credit report. I fear that this billing "error" is in retaliation for filing a complaint with the state board of utilities.Desired Settlement: I would like a billing adjustment based on the previous years bills from when the unit was empty. I would also like confirmation that past due charges that were not mine have not been illegally reported on my credit.

Review: Atlantic City Electric sent a technician from their Energy Rewards Program to install equipment on the outside of my home. The technician drilled through the main refrigerant line of my central air conditioning unit, causing the unit to fail. I had to have the refrigerant line and ac system replaced due to the company's negligence. I entered a complaint through Atlantic City Electric Customer Service as well as through Atlantic City Electric Energy Wise Rewards Program and to date have heard nothing from either company.Desired Settlement: I feel the electric company should be responsible for some of the cost I incurred due to the negligence of their representative in installing their equipment.

Business

Response:

Settlement was reached with the customer and check was mailed 08/04.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: In July 2014 we were experiencing power surges and as a result lost equipment ( printers) power surge protectos, bathroom exhaust fan and the expense of hiring an electrician. Our claim was submitted and a letter was received from Atlantic City Electric dated 8/19/2014 advising the investigation will take approximately 3-4 weeks. My husband called and was told to re-submit our expenses for the products damaged as they were lost and to re-submit the information to the examiner which was done on 9/20/2014. My husband called the examiner twice, left message, I called on 10/3 and left a message. To date we have not received a return call. I contacted their customer service department and they were helpful understood my frustration and sent an e-mail to the examiner on 10/6, and follow up was sent on 10/8 and we have not received any response or a resolution to the problem. As a customer I pay my bills on time and expect this issue to be resolved. My husband's business does require the use of the printers and this has caused an inconvenience awaiting the outcome of our claim.Desired Settlement: We are expecting Atlantic City Electric to reimburse us the expense of the 2 printeres, power surges had to be replaced for the TV and printers, bathroom exhaust fan and reimbursement of the electrician bill. In addition, due to these power surges which were due to a loose wire in the transformer, we also would like our bills reviewed for the month of July and August as these surges also I believe resulted in a spike in voltage and the cost of my utility bill. As this is a malfunction caused by the power company, we are expecting to be re-imbursed for the lost equipment, exhaust fan, power surge strips ,reimbursement for the electrician' bill, and an adjustment to our bill due to these power surges. We are fortunate this did not result in a house fire and are requesting immediate action.

Business

Response:

10/22/2014I spoke with Ms. [redacted] and advised that [redacted], Atlantic Electric Claims Adjuster should be contacting her regarding her claim within the next couple of days. Mr [redacted] was still waiting for technical information from our field representative. I apologized to Ms. [redacted] for the delay and gave her my direct phone #for if she has any future issues regarding her claim.[redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: South Jersey was hit with power outages on Tues June 23rd 2015 damaging many trees. We have called to advise of a huge pine on possible live wires and wires on the road. Nevermind the dangers that ACE has subjected local homes to due to their incompetence and no communication, we have well water and have not had the basic need of running water for 4 days. ACE continues to cancel our notice of outage with never once driving down our road, which mind you is being halfway blocked by this pine tree.Desired Settlement: Restore power to homes that can not use a restroom or shower.

Business

Response:

The tree limbs were removed and the reclosure restored on 6/27/15.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Although the area had been recently hit with a storm, we moved into our new apartment beginning June The real estate company we go through had previously put in an order for electricity to be turned on which was just ignored by AC electricBecause they're customer service is only available M-F I had to wait until Monday June to call and begin my personal accountI was told that the power would not be turned on until Tues, despite not having power for almost a week alreadyI was given a connection time between 8am-4pmAfter that was not met, I called customer service who had guaranteed me that we'd have power before It was "absolutely guaranteed" and I hope the conversation was recordedI then called about because nothing had happened and again was guaranteed that the power would be on before midnightEach of these workers had told me my order was assigned to a crew and needed to be completed that dayAs of today, Wed July 1st we still do not have powerWhen I called earlier the agent called the "local" service and was told that not only have crews not been connecting electric, but they won't until possibly tomorrowThis was a direct lie from what I was told during previous phone callsAs someone that works from home and needs internet this means I am losing moneyWe also cannot fully move in and out of our previous apartment because we do not even have hot waterAlthough this is a "new connection" we are still living like we've lost power from the storm, so we are not asking for special treatment, just to be able to adequately live in our apartment.Desired Settlement: Put the damn electric onIf AC electric had any type of competition, I would undoubtably change providers, even if that meant paying moreThis is ridiculous
Business
Response:
Customer requested service on 6/which requires hour notice an order was issued for 6/ACE made attempts to connect service on 6/30, the service tech was unable to activate service due to the load on meter (fuses on)Customer called on 7/and was advised due to the devastating storm 6/there were still outages in her area which is 1st priority over any normally scheduled workDue to the storm restoration and holiday on 7/the next available day was on 7/Service was connected approx at noon 7/[redacted]
Consumer
Response:
Review: [redacted]
I am rejecting this response because: my landlord had been trying to connect the electric the week before the storm and was not able toI was lied to several times about what needs to be done and especially that we had appointments on assignmentWhen power was finally restored the actual worker needed to go to our meter attached to our houseWhen I was told, after all the fuses were out, I was someone was coming out againThat has to be a lie because we would have obviously heard someone at our house, especially at night
Regards,
Business
Response:
ACE's, Psoition remains the same please see previous response

Review: Been trying to call there green team at [redacted] for the pat 2 weeks regarding having my meter switched for solar eenegy. Answering machine say they will return phone call in 48 hours. Have not recover any phone call. Also emailed them [redacted] and have not recover a email back yet. This is very poor service from there green team.Desired Settlement: I want a phone call or email from the green connection team on when they will be out to install new meter for me to turn on my solar panels. So I may start sending power j generate to the electric grid

Business

Response:

The same day inquiry was received, customer was contacted by Atlantic City Electric Green Power Connection regarding application for solar installation. Atlantic City Electric exchanged metering equipment in order for customer to begin operation of solar interconnection on April 27, 2015. Appropriate documentation to support permission to operate solar system was provided to customer and customers' solar contractor on April 28, 2015 via electronic mail. During contact with customer it was shared that we appreciated customer patience and understanding and apologized for any inconvenience caused by delay of reaching appropriate ACE personnel. Pleasecontact me directly if you should have any additional questions or concerns. Sincerely, [redacted]Customer Relations Lead AnalystRegulatory and Executive Customer Relations