Dominion Energy Ohio

(The following was copy/paste by Revdex.com staff - LST)***From: [email protected] Date: Fri, Nov 3, at 9:AMSubject: ID [redacted] To: " [redacted] >We can only address Ms [redacted] account for this complaint There are strict rules surrounding the state run PIPP Plus Plan and the company is unable to deviate from the guidelines as this would make us out of compliance Ms [redacted] was removed from the PIPP Plus Plan in August for being behind on her payments In order to re-enroll in the plan, per the State of Ohio, the customer must satisfy the original missed payments plus any current charges that she has incurred since being removed from PIPP Plus The customer has not processed any payments on her account in almost years Since being removed from PIPP Plus, Ms [redacted] was set up on a company payment plan based upon her account balance The customer’s large balance of over $makes it difficult to create a reasonable payment for her gas bill Each month the customer has been sent a bill for gas consumed and payment has not been rendered for our service After speaking with [redacted] , her issue seems to be with the local community action agency and possible misinformation that she provided Ms [redacted] stated that the agency told her that she would be set up on PIPP Plus and default would be erased This is not the case and the customer would need to speak with the agency as to why she was provided this information We consider this matter closedDominion Customer RelationsAngie

Dominion Customer Relations2:PMto me 2-23- [redacted] *** [redacted] Revdex.com [redacted] Dominion has reviewed and researched each of Ms [redacted] ’s concerns with providing service at [redacted] Avenue in [redacted] OhioWe apologize for the frustration you experiencedWe 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/at 2:PM however there was no voicemail box set up to leave a message at [redacted] The 2/appointment was scheduled on the Web by the customer and did not have a call ahead request on the orderThe 2/appointment did have the call ahead to [redacted] and the call was made at 12:PMThe technician did arrive at 12:PM and noted he knocked on the side doorWe did get the gas turned on 2/11/with the call aheadDominion 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 tripsWe will do our best going forward to provide you with the service you expect Dominion Customer Relations

I have attempted to get Dominion gas turned on the gas at a house I have in Cleveland for two days. Waited till 11:45 pm as I was told it would be a all day appointment because emergency service had to do the turn on because there had been a leak. The leak was repaired and called in for a turned on. I was also told they call before coming but would be there on Tuesday, They never showed. Then was told they would be there Wednesday. They never showed. Today is Thursday and a supervisor said they would schedule for today. The same thing they said to the past two days. When asked to speak to his supervison he would not give me a name or transfer me to that person and then just hung up. My contact info [email protected] or 216-645-8000

DEO Meter Reader Supervisor attempted to contact Ms*** on July 13th, A message was left on Ms***’s voicemail to return the supervisor’s call Dominion East Ohio attempted to contact Ms*** a second time today, 7/15/2015, with no response from Ms***. The
DEO Supervisor stated that the Meter Reading Department was not in the area working at all during the week of the occurrence Ms*** has an Automated Meter Reading Device installed on her meter, which allows DEO to read the meter remotely and access to her yard would not be required for the reading. DEO would advise Ms*** to check with the other utility companies in her area to inquire if they may have been in her areas on the day of the occurrence

email received from company on 6/14/as follows:
*** *** *** *** * *** ** *** Good Morning ***!Unfortunately this is the only phone number we have for *** ***. After reaching out to *** *** we found they do not have a “*** end user support” phone number” and the customer needs to go back to her bank so that they can handle the situation, since this is where the situation started. If I can do anything else, please let me know. Thank YouVickie M***Dominion Energy

Dominion Customer Relations10:AM to me *** *** *** *** *** *** Case: *** Regardless of the amount of gas used, Dominion East Ohio bills the Basic Service Charge on each statement generated, whether it is for a month or any portion of a
month, as long as the meter remains open and the account is activeThe Tariff establishing the Basic Service Charge was approved by the PUCO.The Basic Service Charge is a billing charge that is charged on every bill regardless of how many days is on the bill. If there is a day bill or a day bill, the full basic service charge will be on the bill and is not prorated Below explains the charge:• The Basic Service Charge covers the cost of supplying standard customer service for emergency & non-emergency needs• Those costs include everything from meter reading & billing expenses to depreciation & property taxes on our pipelines & other facilities• Basic Service Charges consist of the Basic Service Charge, Automated Meter Reading Cost Recovery Rider & Pipeline Infrastructure Replacement Cost Recovery Ridero Applies to Residential, Non-Residential, & Large Volume• The Basic Service Charge is not prorated When Ms*** called in on 5/13/to request to final the account at Avalon Rd Unit D she requested to final the account on 5/31/a turn off request was generated At this *** she also requested to have services transferred immediately 5/13/at Park Height Avenue The billing cycles were not discussed with Ms*** No adjustment will be made to the bill. Ms*** was contacted and a message was left to contact Dominion to discuss her complaint a return call has not been received Thank YouCustomer RelationsDominion East Ohio

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hello, Below are the findings regarding the Revdex.com complaint #ID*** .The customer was not happy that a gas line was run on three walls in her basement *** *** assumed DEO did the work on the gas line *** claims the work was not done the way it was explained to
her. DEO researched and found it was a contractor that performed the work in her basement and not DEO. DEO has contacted the plumber and the plumbing company has called the customer and advised the customer they will go back out and make corrections on 7/8/2015. Ms*** was satisfied with the resolution. Thank you, Dominion Customer Relations AMZ

Dominion Customer Relations3:PM (hours ago)to me DEO Response6-29-16 On 6-28-Ms*** contacted Dominion East Ohio’s Customer Relations departmentShe agreed to a payment plan, and her gas was restored on 6-29-16. Dominion East Ohio

Received as an e-mail response from the company as follows: *** *** *** *** *** * ** ***Daytime Phone: ***Case *** I spoke to *** *** and advised her I called the customer twice to speak to him regarding this payment made thru
*** *** *** on 11/2/of $on his account ***.This customer would not call me back. I advised *** *** she needs to call *** *** and have them recall the payment. I advised I cannot move payments from one customer to another and I have no way of knowing who made the payment, whether it’s their *** or the customer at ***. I also advised we just received the payment. We cannot get into customers banks, or *** ***s information. Thank YouVickie M***- Investigator/ReviewerDominion East Ohio

On June 17th Ms*** was contacted by DominionThe correction has been made to end her gas service as of May 12th 2015.Ms*** was satisfied with the resolution. Dominion Customer Relations

(The following was copy/paste by Revdex.com staff - LST)***From: *** ***>Date: Wed, Nov 22, at 10:AMSubject: Message regarding complaint #***.To: *** ***g>Hello,Below
are the findings regarding ID ***.Mrs*** called on 8/25/and spoke with a phone representative. The call was reviewed. The conversation went as follows: Mrs*** stated that she was calling to have gas turned on in her name for the new address. She states they are not turning off the *** *** *** *** * address yet, but they need to begin the new service at *** *** **. The agent advised her that he would not do anything with the current address, just set up the new service. The call then moves to discussing the new address. The agent advises there is a turn off order for Monday and asks if the caller would like to take over at that time to avoid the interruption in service. Mrs*** agrees to starting her service on Monday for the new location. The agent offers the soft close option and the caller requests and actual read to begin the service. The appointment is set up for Monday the 28th. There is no additional discussion relating to the Graham Rdaddress. Call ends. Mrs*** never called back in to schedule the turn off. She is responsible for the billing at *** *** *** ** up to the turn off date of 10/31/17. On 11/22/Customer Relations called Mrs*** to advise her of the findingsA message was left to return the call. Thank You, Dominion Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
At no *** during the conversation I had with Dominion did they express or attempt to explain that in transferring/cancelling my services when I arranged to do so, I would be incurring additional charges beyond my usual "monthly" service feeAt this point, it is safe to say this is NOT a basic service fee and is, in fact, a meter reading fee- as it is applied EVERY *** the meter is read, whether it is read once per month or more than once per monthThe fee should be listed as such on the bill and a discussion of the additional fees possibly incurred when moving should be a mandatory part of a transfer or transition of utilities It is also worth noting that while I have received two phone calls from Dominion, neither of these calls discussed the outcome of their investigationBoth calls told me the same thing- the complaint had been received and they were looking into itAt no *** did Dominion contact me to tell me that they were not going to be amending my billAt this ***, I will start seeking a new utility providerThank you for your attempted assistance in this matter.
Regards,
*** ***

Dominion Customer Relations2:PM to me *** *** *** *** *** ***
*** *** *** 630-712-7517Revdex.com#*** Customer Relations has contacted the property management for *** *** *** ***They have agreed to take responsibility for the gas bill as of 2/4/
We have notified Ms*** her bill will end as requested on 2/4/16. Dominion Customer Relations

I wanted to write to let you know that Dominion did contact me yesterday, stating they were contacted by the Revdex.com and would investigate the matter This morning Dominion came and hooked my house up to the gas line So, the complaint has been resolved Thank you so much for your
help, I really appreciate it.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10641178, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Unfortunately I continue to have problems with this company and their customer serviceOn 6/10/I paid $to prevent service from being disconnectedI was told that after making this lump sum payment I would be entered into a payment plan to help bring my account currentI had already scheduled a payment for 6/12/of $233.29, but cancelled this payment when I was told that the $needed to be paid immediately to prevent disconnectionEven though I cancelled the payment online, Dominion took the $on 6/12/in addition to the payment of $made on 6/10/I called Dominion as soon as they opened on the morning of 6/12/to explain the error and request a refund of $as this payment had been cancelled in lieu of the other larger payment made earlier in the weekI spoke with J*** first and while she was polite, she maintained that she would not be able to refund the second unauthorized paymentI then requested to speak with a manager and was put on the phone with a man named S*S*** was very rude, condescending, and went on an intelligible rant about writing bad checksI tried to explain that the payment made earlier in the week was all that I could afford and my bank account was overdrawn after the second payment was taken outUnfortunately S*** would not assist and I had to go directly to the bank to stop the paymentI was not planning on submitting a compliant regarding the above mentioned incident as I was hoping this was the end of my troubles with Dominion, but unfortunately that does not seem to be the caseI checked my voicemail today and received a message that my gas is due to be shut off this week for nonpaymentAgain, I was supposed to be entered in a payment plan after the last payment and haven’t even had a chance to pay this month’s bill yetIn fact, it hasn’t even been a full month since the previous bill was paid and already I am getting threatening phone calls.I would like to be enrolled in a reasonable payment plan as previously promisedI am able to make a payment this week
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have stated SEVERAL times that I have never lived at that address until nowI find it a bit fishy that one rep says that I owed money (which I didn't) and that another rep PLUS A SUPERVISOR says that I DO NOT owe anythingGet your act together, Dominion

Revdex.com:I do not accept not only did they not show up when they were suppose to because if they did there would have been a sticker on my door, but when they finally did show up they had to disconnect due to their own pipes leaking so I will not be paying a reconnection fee for something they had to disconnect any way duento their own pipes being messed upThey also left a mess in my basement which they still have not addressed or come back to clean and dented my washer top which needs to be fixed and rectifiedYou done come in and destroy someone's property and think that's okay, it's not and if it has to become a legal matter it willMy washer top was not dented nor was there dirt & cement all over my floor or wash nor should it have been any on the inside of my washerVERY UNPROFESSIONAL! I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
Kiona ***

Dominion Customer RelationsSep to me *** *** *** *** *** *** * ** *** ID: *** It appears the customer typed in the wrong checking account number, possibly ever one number was wrong which caused the NSF.However, we did remove the NSF fee of
$12.55. Customer wanted a way to pay with no fees, advised to mail in a check Customer says he will do that I advised then to resubmit his information for his bank draft program again. Advised once that is done, it takes approximately to billing cycles for is bank draft to start. Customer satisfied. Thank YouVickie M***-InvestigatorCustomer Relations Dominion East Ohio