Dominion Energy Ohio

(The following was copy/paste by Revdex.com staff - [redacted]From: [redacted]>Date: Tue, Oct 24, 2017 at 11:15 AMSubject: RE: [External] You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #[redacted].To: Better Business...

Bureau <[email protected]>Hello,Below are the findings regarding complaint #[redacted].On 10/24/2017 Customer Relations spoke with [redacted] regarding her complaint. She was advised that she had 3 checking accounts attached to her online Dominion Energy account and none of them were valid accounts.The company has removed all 3 of those accounts; she will have to pay cash for the month of October. The company removed the “cash only” alert and she is aware that she will be able to resume online payments for her November billing. She will have to update her online account with a valid payment option. She was satisfied with the resolution.Thank You,Dominion Customer Relations

Dominion Customer Relations10:18 AMto me  Hello, Below are the findings regarding ID [redacted] According to Dominion East Ohio records Ms. [redacted] contacted the company on 9-17-15 to end service at her previous address; a final bill was issued on 9-29-15 for the account number...

ending in 6078. At that time she also requested to start new service at the address in question effective 9-25-15 for account number ending in 3745. There is no record of this customer contacting Dominion East Ohio to cancel the new service request prior to the transfer of service or to advise the company that she never moved into the new address. On 11-9-15 a new party contacted the company and requested to start new service effective11-10-15; upon completion of the transfer of service a final bill was issued in Ms. Boozer’s name. Ms [redacted] started new service effective 12-18-15 for the account number ending in 2263. At that time a debt in the amount of $118.95 transferred to her new account number ending in 2263. The transferred amount includes $62.65 from the account number ending in 6078 and $56.30 from the account number ending in 3745. Ms. [redacted] is responsible for the $56.30 that billed while the services were in her name from9-25-11 through 11-10-15 and the charges will stand. She does have the option of contacting the property owner to see if they are willing to take responsibility of the disputed amount. Dominion East Ohio has made several attempts to reach Ms. [redacted] by phone to advise her of the findings. On 1-12-16 a message was left for her to contact Customer Relations. A letter was also issued requesting that she contact the company. Thank you,Dominion Customer Relations

This business response was received by Revdex.com via email and is a copy/paste by [redacted] 
[redacted]
[redacted]
[redacted]
 We have reviewed all the information extensively again and have found that the past due balance on [redacted] account is correct and...

the amount stands as is. We have mailed all copies of all bills to [redacted]  Thank You [redacted]

The gas service was shut off on 8-11-15 for credit reasons. On 8-12-15 Dominion did speak with [redacted].  A quote for turn was given for $430.  The account holder at the time was not [redacted]. The account holder is [redacted]. Dominion does require the account holder to make...

the request for turn on.  The issue with the agents will be addressed as a coaching issue.Dominion does want to provide the information to our customers however a request for turn must come from the customer of record.  Adding [redacted] as a co-applicant allows us to handle all requests from her as well. On 8-14-15 the required payment was made. [redacted] was added to the account as a co-applicant. The gas service is scheduled to be reconnected 8-17-15. Spoke with [redacted] on 8-17-15. Confirmed the gas will be reconnected today. The charges were reviewed with the customer. An outstanding debt of $394.03 was found under [redacted] name from a previous address. That debt will be moved to G[redacted] since her name is now on that account as a co-applicant.  The debt will become part of the balance however will not change the PIPP amount due.  The customer will call me if she decides to get off PIPP and get on payment plan. As a onetime courtesy, the reconnect fee of $33and security deposit of $77 will be charged.The customer was satisfied with the resolution.   Dominion Customer Relations

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]

[redacted] Revdex.com# [redacted] Re: [redacted] The gas service at [redacted] was bill up to 4/4/17. When Ms. [redacted] called to transfer the service to the new address, the agent did...

not take an order to end service at [redacted].This was an error and this issue has been corrected. The final bill for [redacted] has been corrected to end as requested on 3/20/17. The adjusted amount will be transferred to the new address. Customer Relations notified [redacted] the correction has been made. Dominion Customer RelationsVR

[redacted]From: [email protected] <[email protected]>Date: Wed, Aug 16, 2017 at 10:49 AMSubject: complaint #[redacted].To: "[redacted]> Tarryl [redacted] 
[redacted]...

** 
[redacted] regarding complaint #[redacted]. I called Mr [redacted] and spoke with him regarding having the service reconnected.  Upon review of the account we have made the decision to resore the service for $297.02 and we will discuss payment plan options with Mr [redacted] once that payment is made. He is satisfied with our discussion and will call back this evening after work to make the payment. Thank you,Angela L - InvestigatorVickie M - Reviewed

Dominion Customer RelationsMar 18to me Hello, Below are the findings regarding ID [redacted]. According to Dominion East Ohio records the company made several attempts to reach this customer by phone. Several letters were also mailed requesting that he contact the company to schedule an...

appointment so that a DOT inspection can be completed. The DOT inspection is a requirement of the Minimum Federal Safety Standards. A leakage survey must be conducted at least once every 3 calendar years at intervals not exceeding 39 months.  On 3-16-16 the company left a message for Mr. [redacted] to contact Customer Relations.On 3-18-16 Mr. [redacted] contacted the company and scheduled the appointment so that the inspection can be completed.  The company advised Mr. [redacted] of the need to provide access to the meter and apologized for any inconvenience that he may have experienced in his attempt to speak with the company and schedule the service order. Thank you,Dominion Customer Relations

[redacted]From: Dominion Customer Relations <[redacted]>Date: Thu, Jul 27, 2017 at 2:46 PMSubject: RE: [External] You have a message regarding complaint #[redacted].To: "l[redacted]>Hello,Below...

are the findings regarding complaint #[redacted].Mr. [redacted] called in on 10/31/16 to begin the service line process. Mr. [redacted] did call on 6/7/17 regarding the service line tie-in.  He was advised that a follow up appointment was to take place before the meter set on 6/28/17.  He inquired about a phone call he received from the contractor stating he ran into a problem and was unable to find a connection.  The phone representative advised Mr. [redacted] that he was submitting a report and it would be available for view the next morning and that whatever issue the contractor ran into would be handled by the meter set date.Mr. [redacted] did call on 6/26/17and was advised by the agent that she did see that a meter set was scheduled for 6/21/17. She stated she saw in the notes where Mr. [redacted] called the previous week and inquired about the status of his line installation. He told the agent that the previous phone representative told him that she was going to reach out to a coordinator. The phone agent stated that the company had not received a response back yet. The phone agent then asked Mr. [redacted] if it was ok to call him back after she speaks with the representative that he previously spoke to. (On 6/7/17)On 6/27/17 Mr. [redacted] called and was advised the phone representative, per the contractor that there was difficulty locating the mainline. That [redacted] was called to mark the line. Mr. [redacted] was advised that the service line would be installed by the end of the week and that Dominion would be out for the meter setMr. [redacted] called again on 7/5/17 to check on the status of the service line installation. The phone agent checked and was advised that the line would be installed by the end of the week. The agent noted that previous notes stated the same. At this point the phone agent and the supervisor were waiting to hear from the contractor.On 7/12/17 Mr. [redacted] called again for the status of the installation. The phone representative checked with a supervisor and advised Mr. [redacted] that a crew will be out that week. Mr. [redacted] was concerned that it was supposed to rain the rest of the week and wanted to know how many times we have been out to the location. The phone representative stated she would check with supervisor.On 7/18/17 Mr. [redacted] called again wanting to know the status of his service line install. He stated he was supposed to receive a call back and has yet to receive one.  The phone representative sent an email to the coordinator and supervisor.Customer Relations received an email on 7/25/17 from an engineering coordinator who stated:  The mainline in front of the property runs very deep under a culvert (around 15’). Originally, the customer had his house line ran on the north side of his house. The contractor was out to perform the service installation, but couldn’t expose/tie in to the main. A construction supervisor then determined that the contractor needed to dig to find out if they could tie a service in on the south side of his home. The contractor is supposed to return Thursday to perform this. Customer Relations have been in touch with the customer on a daily basis, last speaking with him 7/26/17.  He is well aware of what is going on.On 7/27/17 Customer Relations received an email from the engineering coordinator advising that a contractor will be out on 7/27/17.  An hour later Customer Relations was advised that we are able to install Mr. [redacted] service line today. The company called to advise Mr. [redacted]. The next will be to set the meter for him. The Customer Relations agent assured the customer that she would make certain that the rest of the process his handled promptly. Mr. [redacted] looks forward to Customer Relations assisting him and was thankful.Customer Relations talked to a supervisor in the new construction department; the company will review the procedures and process with the team members to make sure that everyone is providing the best service to the customer. DEO views this as an opportunity to teach, coach and update everyone on the re-tie process.Thank you,Dominion Customer Relations

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.  **As previously stated in my complaint, there is no winning in this situation. The business has the upper hand. After reviewing complaint after complaint on multiple sites, it all comes down to the fact that you either play by their rules, or freeze. No wonder this company has a 1 out of 5 star average on consumer affairs. Had their technician actually even bothered to knock on the door, I was at home deciding to pay my electric or gas bill first. Guess I picked wrong company. First energy actually knocks to inform of an impending disconnection, and gives you a chance. They don't sneak out and yank your service so they can make a quick buck with reconnection fees.**
Regards,
[redacted]

Dominion Customer Relations9:54 AMto me Hello, Below are the findings regarding Revdex.com ID [redacted] On 5-17-16 Dominion East Ohio removed the $112.00 investigation fee plus the applicable tax that was billed to Ms. [redacted]’s gas account. This business decision was made due to the service...

being turned off at the outside curb box on 4-21-16. There is a possibility that the service was not turned completely off. The gas usage that was billed for the time period of 4-21-16 through 5-16-16 in the amount of $33.69 will stand. The adjustment reduced the final balance from $426.17 to $309.01. On 5-17-16 the company called Ms. [redacted] to advise her of the findings. She was quoted $309.01 to reconnect the service. She stated that $150.00 was paid on 5-16-16. It was explained to her that once the payment post to the account  her  balance will be reduced to $159.01 which will also need to be paid in full  before the service can be restored.  Thank you,Dominion Customer Relations

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]

Dominion Customer Relations8:29 AM to me Michael W. M[redacted]2901 Euclid Avenue, Apt 508Cleveland, Ohio  44115 702-539-8245 Re: [redacted] Akron, Ohio 44304 Revdex.com#[redacted] The gas service has been in the name of Michael M[redacted] since 6/19/14.  On 2/11/16 Michael...

M[redacted] requested the gas to be turned off on 2/12/16   between 12-4 PM.  Dominion arrived at 12:11PM and there was no access. Dominion made several attempts since then to turn the gas off however the tenant had no access. This is a multi-family dwelling and the gas was not shut off at the curb. On 8/31/16 Customer Relations contacted the property owner to provide access to the inside meter on 9/1/16.  The bill will be adjusted to end as of12/30/16.  This is the date the customer states he requested to end the service. This is a one-time courtesy for the customer. On 9/2/16 Customer Relations notified Michael M[redacted] the issue was resolved and he will get a correct bill ending as op 12/30/15.   Dominion Customer Relations

Dominion Customer Relations2:39 PMto me  2-23-16 [redacted] Revdex.com [redacted] Dominion has reviewed and researched each of Ms. [redacted]’s concerns with providing service at [redacted] Avenue in [redacted] Ohio. We apologize for the frustration you experienced. We expect every interaction with our company to be professional and courteous.  Dominion did attempt to contact the customer to discuss these issues on 2/23/16 at 2:15 PM however there was no voicemail box set up to leave a message at [redacted]. The 2/9 appointment was scheduled on the Web by the customer and did not have a call ahead request on the order. The 2/10 appointment did have the call ahead to [redacted] and the call was made at 12:43 PM. The technician did arrive at 12:44 PM and noted he knocked on the side door. We did get the gas turned on 2/11/16 with the call ahead. Dominion does value our customers and also wants the gas turned on the very first appointment.  It is time consuming for our customers and our field personnel to make multiple trips. We will do our best going forward to provide you with the service you expect.  Dominion Customer Relations

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Revdex.com:
II'm rejecting it because they aren't being honest because the past 2yrs I  did everything they asked me to do so I could try to fix the issue & things would be fine for couple months then we are right back were we started. I'm not the only one they are doing this to when I filed my complaint I did so for my brother to & my father asked me to file one for him to bcuz both of them have medical problems as well an have been misled 2 an still have no gas & told even if they make the payment for 175 that someone will back out the following month to turn it off again. Maybe this needs to be given to the news to show how they are taking advantage of ppl with medical problems that can't afford to keep running in circles.
Sierra [redacted]

Dominion Customer RelationsAttachments8:49 AMto me Ms. [redacted] Revdex.com ID [redacted]. RE: [redacted] The issue was the agent that made the billing correction on 4/28/16 did not recall the debt...

from the collection agency. The agencies were still attempting to collect on the difference between the re-bill and the original bill amount. On 11/15/16 the amount was manually recalled.  Dominion Customer Relations contacted [redacted] on 11/15/16. We apologized for our error. We sent a letter to Ms. [redacted] confirming this issue has been resolved. (Attached)   Dominion East OhioCustomer Relations888-263-8989

Dominion Customer RelationsJul 5 to me Hello, Below are the findings regarding Complaint #[redacted]. Dominion East Ohio spoke with [redacted] on 7-1-2016 to advise her that a payment will be required before the service can be reconnected. It was explained that either the debt...

on the final account must be paid in full, or once the lease is received the company can back date the new account to the effective date on the lease. She advised the company that they have all resided at the address in question since 2012. This is an issue that must be resolved amongst the family members.  Thank you,Dominion Customer Relations

Hello, On 8/10/2015 I called and spoke with [redacted].I advised I scheduled his order for the turn on for today – 8/11/2015 - from 8 am to noon.I advised I needed an adult on the premises.Mr. [redacted] was very thankful we were able to schedule his turn on for today...

8/11/2015.  [redacted]Customer Relations SpecialistPUCO Compliance Investigator[redacted]

According to Dominion’s records, the company made an attempt to reconnect the service on 9-11-15. We arrived at 10:43 am and left at 10:57 am. The technician was unable to gain access at that time and a card was left on the door to call and reschedule.. Our records show we have a reconnect order...

rescheduled for 9-15-14 between 8:00 am and 12:00 pm due to the fact this the next available date, due to the missed appointment on 9-11-15. On 9-14-15 I spoke with Mr. [redacted]. I explained to him why the order was scheduled for the next available date. I advised that his balance on his account is $69.67 with a due date 9-17-15. Mr. [redacted] understood and was satisfied with the explanation. Thank youDominion East Ohio