Dominion Energy Ohio

Dominion East Ohio has issued a priority rush to complete the restoration for this customer; Crews will be there next weekDominion East Ohio contacted the customer to advise him of the findings Thank you,Dominion Customer Relations

On 6/8/DEO turned off gas to this residence for Unauthorized UsageThat same day, Mr [redacted] went online and scheduled a turn on for the next dayOn 6/9/DEO went to the premise and found there was a house line leakOn 6/10/15, Mr [redacted] went online and attempted to schedule the House Line Leak Repair order stating the leak was repaired6/11/Mr [redacted] called and stated leak was repairedAt that time DEO advised Mr [redacted] of the Unauthorized Usage here from the previous account that was just disconnectedDEO shows that Mr [redacted] has been at this property since at least with his girlfriendThis matter had to be investigated, therefore slowing up the turn on process for Mr [redacted] On 7/15/Mr [redacted] 's ex girlfriend [redacted] (the previous account holder) was billed for the Unauthorized UsageShe states that Mr [redacted] moved in, and she moved outThis type of Turn On order (Turn on- House Line Leak Repaired) is a same day, all-day orderSo Mr [redacted] would need to be at the premise from the time the order is dispatched until possibly midnightIf Mr [redacted] couldn't be present, anyone over the age of could let the DEO representative in7/22/DEO has tried several times today to reach Mr [redacted] to have the gas at [redacted] turned on7/23/the gas is scheduled to be turned on today Dominion Customer Relations

Dominion Customer RelationsJun 9to me [redacted] ***Daytime Phone: [redacted] E-mail: [redacted] @att.net Id: [redacted] For the address of [redacted] Avenue, Cleveland, Oh [redacted] and [redacted] Avenue, Euclid, Oh [redacted] - per the Auditor,... the owner of these two address are [redacted] ***. Ms. [redacted] says she does not own them, so I advised Ms. [redacted] to contact the auditor if she has any discrepancy about this. For the amount of $588.40 – it is broken down as $51.94 for the address of [redacted] Ave and $536.44 for [redacted] Ave. Regarding the $51.94 for [redacted] , as a onetime courtesy DEO removed those charges. Regarding the $536.44 for [redacted] , these charges stand. The service dates for this bill are from 10/17/2014 - 9/23/2015. This bill was created thru a landlord reversion. Ms. [redacted] had applied this program on this address which is when a tenant moves out of the home, the gas is not turned off but goes back into the landlords name – per the landlord reversion agreement. The bills were mailed to the address that Ms. [redacted] asked to send them to at: [redacted] Avenue, Euclid, Ohio ***. The address of [redacted] , we received a cancelation of the landlord reversion on 6/2/2016, however, on 5/24/2016 the reversion was in effect so gas service went back into Ms. [redacted] name because a tenant moved out. We have set up a turn off of service for her on 6/9/2016 between 8:00 – noon. We advised her she needed to gain access for us to turn off the service but she said she has no access. DEO cannot turn off the service if there is no access. We did go to the home, but could not get into the home. The gas service is still in her name and she was advised of this situation.This is an up and down home and someone lives in the up unit so therefore we cannot turn off at the street. We received paperwork from Ms. [redacted] and as of 6/2/2016 there is no longer a landlord reversion for the [redacted] address. The address of ***/10614 [redacted] , we also cancelled the landlord reversion as of 6/2/2016. The customer feels this bill for $536.44 is covered under the Chapter 7. We checked with our Bankruptcy department and they stated that any charges incurred before 1/22/2011 are covered under her Chapter 7, any charges incurred after 1/22/2011 are not covered under bankruptcy. Therefore, the customer is responsible for the $536.44. 6/9/2016 – We have spoke to Ms. [redacted] a few times, but I left another message for her today to call me to discuss her situation. Thank youVickie M [redacted]

Dominion Customer RelationsJul to me Hello, Below are the findings regarding Complaint # [redacted] Dominion East Ohio spoke with [redacted] ***- [redacted] on 7-1-to advise her that a payment will be required before the service can be reconnectedIt 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 leaseShe advised the company that they have all resided at the address in question since This is an issue that must be resolved amongst the family members Thank you,Dominion Customer Relations

[redacted] has a total account balance of $4, The service address of [redacted] Avenue can be restored with a payment of $1,147.38, which is the PIPP Plus balance Dominion East Ohio is not able to accept any payment amount less than the $1,for reconnection Ms [redacted] requested to have a medical certificate faxed to her physician, Dr [redacted] The medical certificate was denied by Dr [redacted] The reconnection amount of $1,is the minimum amount required to restore gas service Once service is restored, Ms [redacted] will be re-instated on the PIPP Program for the amount of $each month Ms [redacted] did state she has already gone back to ODSA to have her income re-verified, and has been approved for $PIPP payment Ms [redacted] was advised the new application was rejected because of the final status of the account Once service has been restored, ODSA can re-submit the PIPP Plus application

Dominion Customer Relations8:AM to me [redacted] *** Case id: [redacted] As a onetime courtesy, we have decided to credit Ms***s account with $ The customer will have a zero balance.A message was left today 7/20/on Ms***s phone advising she will be credited with the $and then receive a new bill stating she has a zero balanceThank YouVickie M [redacted] Dominion Customer Relations

On 7-27-Dominion East Ohio spoke with this customer regarding the meter spot for new service; the service order was completed 7-31-On 11-25-the company mailed the application packet to the address that was on fileMr [redacted] contacted the company on 12-1-and requested that the application packet be emailed to himThe contractor completed the installation of the service line and tie in on 12-5-On 12-5-the company went out to turn the service on; upon arrival the customer requested that the company leave all the appliances offOn 12-7-Dominion East Ohio called Mr [redacted] to advise him of the findings but there was no answerA letter was issued to the customer requesting that he contact customer relationsThank you,Dominion Customer Relations

(The following was copy/paste by Revdex.com staff - ***)***From: [email protected] Date: Fri, Jan 5, at 4:PMSubject: ID [redacted] To: " [redacted] >After reviewing the customer’s complaint, I have contacted Mr [redacted] and left a detailed message with his wife We will, as a courtesy, remove the final billing Basic Service Charge and end his service as of 12/19/ I also left my phone number for Mr***, if he has any further questions.Dominion Customer RelationsKaren- InvestigatorAngie- Reviewer

Ms [redacted] contacted Dominion East Ohio on 7-16-to dispute her issueShe requested a supervisor and according to notes on account the supervisor took over the callOn 8-20-spoke with Ms [redacted] to confirm with her if the issue she originally called about has been settled She stated the bills were confusing after she changed the account from her deceased husband’s name Explained the billing to her, and apologized to her for any misunderstandingMs [redacted] appreciated a call back from the company in regard to her situation Dominion Customer Relations

Dominion Customer RelationsJul 25to me Hello, Below are the findings regarding Revdex.com ID [redacted] According to Dominion East Ohio records the service for this customer was turned off due to non payment on 7-11-The current [redacted] plus default in the amount of $can be paid to reconnect the service; this payment will also enroll the customer back on the [redacted] plus planIt was explained to this customer that until the service is reconnected the [redacted] plus default amount will change monthly because a [redacted] plus amount is added to the default amountThere will be a $reconnection fee which will be billed.On 7-25-the company called [redacted] to advise her of the findings; a message was left on her voicemail to return our callA letter requesting that she contact the company was also issued.Thank you,Dominion Customer Relations

Hello [redacted] moved from [redacted] in [redacted] Ohio to [redacted] in [redacted] OhioThe gas was just turned off at [redacted] for nonpayment on 6/9/The request for gas service came in on 6/11/The agent did request a lease and ID before service could be providedOn 7/1/a valid lease and ID were provided to DominionThe delay of providing service has been reviewed and will be addressed as a coaching issue with the agentsOn 7/2/ [redacted] was contactedDominion offered to come out the same day to turn service on if access could be providedMs [redacted] was not able to provide accessThe turn on appointment is scheduled for July 7th between 8AM-12PMA message was left with ***’s mother, [redacted] to contact Customer Relations if she has any further questions Dominion Customer Relations

[redacted] From: Dominion Customer Relations < [redacted] Date: Fri, Jun 16, at 9:AMSubject: RE: [External] regarding complaint [redacted] To: " [redacted] Hello,Below are the findings regarding ID [redacted] Customer Relations Spoke to Mrs [redacted] on 6/16/She was advised that the company removed the security deposit that was charged twice ($66.00) along with the late payment charges in the amount of $After the adjustments the total amount due shows $The shutoff has been removedMrs [redacted] was satisfied with the resolution Thank you, Dominion Customer Relations

(The following was copy/paste by Revdex.com staff - LST)***From: DominionCustomerRelations [redacted] >Date: Tue, Oct 31, at 2:PMSubject: RE: [ [redacted] ] You have a new message from the Revdex.com serving Greater Cleveland regarding complaint # [redacted] .To: Revdex.com Hello,Below are the findings regarding ID [redacted] On 8-17-Prentice Edwards called to request service; he advised DEO that he has been living at the address in question for a long time and that his father moved out a long time agoThe company requested that he fax his lease and ID and also informed him of the debt in the amount of $1,from the address of [redacted] ***It was also explained that he would be responsible for the gas usage for the time period that he has been living at the address in question.This service at [redacted] was turned off due to nonpayment on 8-24-which was billing in the name of [redacted] On 8-24-a lease was received listing [redacted] as the only tenant effective 9-1-The company initiated a new account under the name of [redacted] and back billed the account to the start date of the lease; the debt in the amount of $1,was also transferred to his new accountHe was quoted $1,(estimate of usage backdating to 9-1-16) plus the old debt in the amount of $1,for a total of $2,to reconnect service in his name.On 8-25-an agent spoke with [redacted] and offered to fax a medical certificate to the doctor; she declined.On 8-31- [redacted] and her son, [redacted] requested that a medical certificate be faxed to his doctor; the agent completed the request.On 9-1-Customer Relations spoke with [redacted] and [redacted] to advise them of the above findingsIt was suggested that they contact the doctor to see if the medical certificate has been completed and sent back to DEOThey were also advised of the option of a verbal medical to be called in by the medical professional.On 10-31-Customer Relations spoke to [redacted] and his mother [redacted] They were quoted $to reconnect the serviceThe company confirmed that a pipp application was received on 9-7-Once the service is reconnected the account will reflect the $pipp amount due moving forward with each bill.Thank You,Dominion Customer Relations

Dominion Customer RelationsFeb to me Hello, Below are the findings regarding ID [redacted] The address in question is [redacted] ***Ms [redacted] held service at this address from 5/14/through 4/5/When the account ended the account balance was $1,On 6/10/Dominion East Ohio sent the above balance to CBE Group Incfor collectionsOn 11/17/2014, Ms [redacted] started service at her new address located at [redacted] ***Dominion East Ohio recalled the debt in the amount of $1,from collections and transferred the balance to her new accountThe debt has been resolved and still showing on her credit reportSince the transfer of the debt took place on 11/17/14, it should be reflected and showing as satisfiedA manual request was submitted to have Ms***’s report corrected [redacted] should have the update complete within the next 24-hours but it may take about days for it to be viewable by the customerOn 2-11-Dominion East Ohio contacted Ms [redacted] to advise her of the findingsA letter was issued to Ms [redacted] confirming that the account in question reflects a zero balance; she was satisfied with the resolutionShe was advised to contact Dominion East Ohio’s Customer Relations Department at (888) 263-Monday through Friday from am to pm with any further questionsThank you,Dominion Customer Relations

(The following was copy/paste by Revdex.com staff - LST)***From: [redacted] @dom.com < [redacted] @dom.com>Date: Tue, Aug 8, at 4:PMSubject: RE: [External] You have a new message from the Revdex.com serving Greater Cleveland regarding complaint # [redacted] .To: "***@cleveland.Revdex.com.org" Hello, With regard to the customer’s damages and cleanup, DEO filed and processed a Damage Claim with the Claims Department In addition, the company made several attempts to contact the customer to advise her that we did file a damage claim on her behalf, however, she does not answer our calls, and her Voice Mail has not been set upThe Claims Department has already sent her documentation for resolution 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 situationThe business has the upper handAfter reviewing complaint after complaint on multiple sites, it all comes down to the fact that you either play by their rules, or freezeNo wonder this company has a out of star average on consumer affairsHad their technician actually even bothered to knock on the door, I was at home deciding to pay my electric or gas bill firstGuess I picked wrong companyFirst energy actually knocks to inform of an impending disconnection, and gives you a chanceThey don't sneak out and yank your service so they can make a quick buck with reconnection fees[redacted] Regards, [redacted]

Revdex.com: 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 I was getting ready to write an email stating that I had not received the email in my INBOX that Dominion sent on Oct29th but I checked my SPAM folder & there it was in my Spam folderDominion claimed in an earlier message that " it is undisputed that DEO did not unplug the freezer and we have been provided no independent evidence that [redacted] did." Well I do dispute that claim because the only people around my gas meter & freezer & where my freezer plugs in at that day was a Dominion employee & their contractor [redacted] $in compensation does not cover my lossesWhen we discovered that the freezer had been unplugged days later a lot of things had un thawedBlueberry juice, blood, etc, had drained out of packages & was all over everything laying in the bottom of my chest freezerWe immediately took everything out of the freezer, washed the liquids from the inside of the freezer, then put the items that didn't seem to thaw much back insideThe thawed items went to the garbage man the next morning because the thawed meat items had a brownish look to the outside & a little bit of odorWhen my wife called Dominion about the situation a few days later the Dominion employee took her statement & told her that she would forward the information to the right party, she did not tell my wife about saving the items, taking pictures, etc,, It was too late anyways because we had already threw everything awayAfter seeing Dominion's response this evening I went to my basement & took a roll of burger out that did not thaw much when my freezer was unplugged in JulyI cut it in half & took the wrapper off 1/of itIt is brown on the outside but not as brown as the meat I threw away.The picture was taken while it is still frozen & it is not that good of a picture.When you look at the pcon the right in person it looks a lot more brown than it does in the pictureIt looks like I am going to have to throw this meat away too, I would not want to take a chance of getting sick from eating spoiled meat$would not replace the food that I thought survived Dominion unplugging my freezer, leave alone the things I already threw away Regards, [redacted]

[redacted] ***Mar 22, 2018When we turn off the service at the curb box, this is because we cannot get to the meter to disconnect itThe goal was to turn off the service completely.The curb box is several feet below the surface We place a long pole called a “curb key” down the hole, locate the device and connect to it to turn off the gas service Once connected, he turned it as far as it would go to turn off, however, it appears he never got it completely turned to stop the gas service.***March 29, 2018There is no credit to be issued

[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] *** [redacted] Revdex.com# [redacted] Re: [redacted] *** The gas service at [redacted] was bill up to 4/4/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 correctedThe final bill for *** [redacted] has been corrected to end as requested on 3/20/The adjusted amount will be transferred to the new addressCustomer Relations notified [redacted] the correction has been madeDominion Customer RelationsVR