Bunk Beds & More of Florida, Inc.

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.

[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]

[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]

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.

The customers bill for March, billing period from 02/04/15 through 03/05/15, was billed based on an estimated reading due to inclement weather conditions. The April reading, 04/02/15, came in higher then usual. A special reading was obtained on 04/24/15 which verified the meter reading for April was...

correct. ACE has since read the meter for May, June, July and August verifying additional consumption on the meter. The Company bills customers based on the amount of energy that registers on the meter. We are unable to tell customers what is using the service, however, Company records show the customer implied to a Customer Service representative she used space heaters during the winter months which could easily explain the additional consumption.

[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]

The customer had a new meter installed on 9/25 which will record the amount of electricity generated by her solar panels. The October bill showed usage from her previous meter before the exchange, and the November bill showed the usage after installation. That was a 54 day period (9/25 to 11/18)....

The December bill will show a normal billing cycle. Atlantic City Electric services this area, so there is no option to have another Electric Utility Company for Delivery. There is the option to have a Third Party Supplier for the Supply portion, however. We hope this information has helped.

I have reviewed customers account, as advised on 11/13 customer's July's meter reading was under estimated and the account adjusted with the August meter reading. The represenative issued an order to reread the meter and the order was completed on 11/24. Based on the reading obtained 11/24 it...

confirmed that the kwh usage billed from July to November was correct. Below is a comparrison from 2013 - 2015 of the customers usage between July and Septembers' billing (summer usage). It appears the increase in customer's usage could be attributed  to air conditioning use.
[redacted]
[redacted]
** [redacted] ** ** [redacted] ** ** [redacted] **
Customers account does indicate that she has called several times regarding this issue and did not receive a call back as requested on 11/13 from the supervisor.  As a one time only coustomer courtesy I have waived the $305 security deposit. Moving forward, customer will need to pay her bill by the due date each month to avoid any collection activity.  If customer receives 2 disconnect notices within 12 months a deposit will be assessed and cannot be waived the . DPL apologizes for any inconvenience Ms. [redacted] has experienced and thank her for her patience.  Gwen [redacted]

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].

I called to speak with the customer. I did not get an answer and left a message with my direct number. The Company pays the charges billed by Third Party Supplier (TPS). The corrected consumption for February will have to be sent to the TPS so they can make the proper corrections. The corrections...

will be made even if the customer no longer has an active account with them. The customer should see the correction within a few weeks.

Please relay our apologies to [redacted]  A representative made an error in the payment date.  ACE credited [redacted] $80 for overdraft fees on 9/28/15.

[redacted] was assessed a $230.00 security deposit on 12-4-15 due to two returned payments in a 12 month period from June and December 2014.  Additionally, [redacted] has had 10 late payments in the past 12 months and owes a past due balance of $350.59. The deposit of $230.00...

will remain until the account is closed or an satisfactory payment history is established.

[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:With reference to complaint ID [redacted],
I received a refund check on August 1st for the full amount due from Atlantic City Electric.   A big thank you to [redacted] for her help!  Thank you to everyone at the Revdex.com and Atlantic City Electric. 
Sincerely,
[redacted]

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.

[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:  They have not answered or justified why numerous phone calls and e-mails are routinely ignored.  This gives the likely impression of stonewalling and is poor business practice because the customer is in the dark as to status, required procedures and reasonable schedule times.  My meter change out was clearly not a physical replacement but an adjustment which caused a 15 - 20 loss of electricity and less than 5 minutes time on the part of the technician, who arrived unannounced.  If I had not been home and the meter changed, I would not have known to switch the required electrical settings to allow the solar panels to provide some of the electricity, again losing the potential cost savings.  The answer about the two week delay from receipt of approval until meter change out is vague and not substantiated by specifics like the number of customers ahead of me for meter modification.I still feel that their procedures are designed to delay the meter changeover since they start losing revenue at that point!!  I would like for them to demonstrate honestly that this is not the case o if they cannot do so issue a credit for the lost savings I experienced.
 
Regards,
[redacted]

The refund check mailed on 6/18 was sent to an incorrect mailing address.  ACE's Accounts Payable department has stopped payment on the check, corrected mailing address  and reissued another check for $959.89. This check will print tomorrow, 7/31 and will be sent over night to Ms. [redacted] the same day. I called customer to advise but she was unable to talk, she stated she will call me back because she was driving.  [redacted]

[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]

I have reviewed [redacted] account.  Our records indicate the customers meter readings has been actual readings each month since the service was activated 6/2015.  In addition to the monthly meter reading a reread was requested and completed on 7/22 due to customer complaint...

regarding a high bill. Based on the reread of the meter the customer's usage was valid.  While the metering equipment does notprovide the breakdown of energy that is being consumed there are several things she may want to consider that may have caused  an increase in her electric consumption. There are factors that may cause an increase such as weather conditions, new or faulty appliance or a change in the use appliances. Sometimes there are issues with an appliance that customers are not While the metering equipment does not provide the breakdown of energy that is being consumed there are several things she may want to consider that may have caused a increase in the electric consumption. There are factors that may cause an increase such as weather conditions, new or faulty appliance or a change in the use appliances. Sometimes there are issues with an appliance that customers are not aware of.

Complaint: [redacted]
I understand that her bill is also due I was just trying to get the amount they wanted lower and make agreements for the rest that is all I was trying to do . 
I am rejecting this response because:
Regards,
[redacted]