Dominion Energy Ohio

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

(The following was copy/paste by Revdex.com staff - ***)***From: *** ***>Date: Thu, Nov 16, at 10:AMSubject: Revdex.com ID ***To: "*** ***> *** * ***
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***Revdex.com ID ***RE: *** *** *** *** * *** ** ***The gas service was in the name of *** *** from 12/15/09-1/10/Dominion did get a request from the customer to turn gas on 12/15/09. We billed the account until the gas was transferred to a new party on 1/10/12.We did make multiple attempts to shut the gas off for credit reasons during that time periodThis is a multi-family dwelling and no access was provided to the inside meterThis went on for months.A business decision was made to adjust the bill to end as of 6/23/The corrected final bill will be sent to the customer current address.On 11/16/Customer Relations left a message for *** *** that the account was adjusted to end 6/23/Customer Relations provided a direct number to assist with any additional questions. Vicki R.Dominion Energy OhioCustomer Relations Please make note of the email change for Customer [email protected]

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
On 2/9/I was supposed to recieve a call that they came, and they never did and blamed meThey claimed I needed to chose option for them to call ahead, which I DID onlineI did miss them and recieved the tag they left on the door. on 2/10/I was physically at the property and Dominion did NOT show upThere were no foot prints in the snow to indicate a person was ever there and I also did NOT recieve a tag on the door saying I missed an appointmentNo one EVER came to my door. Gas was turned on the 11th after sleeping in freezing conditions with a baby for days!!!!!!!!!Your representatives were RUDE to me and treated me like a childJust because Dominion runs a monopoly over the area, does NOT mean they can treat paying customers like garbage!!!!!

[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 ***, 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We have been unable make contact with this customer about her inquiry and apologize for any inconvenience. Dominion East Ohio attempted to call this customer again on 12-10-15 to discuss her concerns regarding the service order that was scheduled on 12-1-15. A message was left on 2 different phone numbers that the company has on record requesting that our call be returned. Multiple Please Call letters has also been issued to her home. In addressing the customer’s most recent matter, when the company contacted this customer on 12-2-15 regarding the complaint, the company advised her of what the records reflected. In no way did the company have the intention of stating that the customer was being untruthful. The company has reviewed the 2 calls that were placed to the company on 12-1-15 regarding the rescheduling of the service order. It was determined that there was no mention on either call of the technician not being able to find the door.   Thank youDominion East Ohio

Dominion has made three attempts to turn gas on for Mr. [redacted]. There has been no access on all three appointments. The gas is off and access is needed to the inside meter and apartment to turn gas on. The next appointment is scheduled for 6/17/15 AM.  We understand how difficult it...

may be when you work the same hours as our appointments. We are willing work something out to accommodate Mr. [redacted]. A message was left for Mr. [redacted] to call in so arrangements can be made. On 6/16/15 the gas was turned on in the evening. Mr. [redacted] was satisfied with that resolution. Thank you,Customer Relations

Ms. [redacted] had 3 meters at [redacted]. The DOWN meter she had service from 4/1/09 to 8/18/10. That bill was $366.38. The 2ND Floor meter she had service from 3/26/08 to 8/18/10. That bill was $519.13. The 3RD Floor meter she had service from 12/23/08 to 8/18/10. That bill was...

$613.02. The service was disconnected on 8/18/10 and that is why all of the final bill dates are 8/18/10. Ms. [redacted] states she faxed over a request to end service on 7/20/2010. Her mother states she has proof that Ms. [redacted] faxed over the request. I advised [redacted], that even if [redacted] would have faxed a request in, she would have been advised to call Dominion to schedule a turn off as we do not schedule service orders via fax.  Also, another reason we would have had the customer call and speak to us, the meter is on the inside of the building and the customer would have had to be there to let us into the meters to end the service. [redacted] had a landlord reversion on her account also.  This means when a tenant calls to turn off the service, the service is not disconnected but the gas is flipped back into the owners name and then the owner becomes responsible for the bill.  [redacted] had to fill out paper work for a landlord reversion in order to have this process on the address.In turn, to cancel a landlord reversion, the customer, same as filling out paperwork to sign up for a landlord reversion, must write a letter stating to DEO to cancel the landlord reversion of which we never received from [redacted].DEO does not know when customers sell houses and the landlord reversion will stay on an account.  This is the responsibility of the customer to notify us. The 2ND Floor meter billed in her name via landlord reversion from 9/9/13 to 10/28/13 with a bill of $100.61 and again from 6/1/15 to 6/18/15 with a bill balance of $31.11. The 3RD Floor meter billed in her name via landlord reversion also from 12/20/12 to 4/30/13 with a bill balance of $224.16 and is currently being billed in her name since 1/2/15. I tried to call the landlord of the property –owner since 8/12/10- [redacted], several times. I have left several voice mail messages. I have now deleted the landlord reversion information for [redacted], and updated it the landlord information with Mr. [redacted]'s name. I sent a letter today 11/12/2015 advising Mr. [redacted] that if we do not gain access to the 3RD Floor meter, we will place that service into his name. Once I speak to Mr. [redacted], I will proceed with discussing the bills from 8/18/10 to current to see if he will accept responsibility for the usage. While reviewing the [redacted] address for Ms. [redacted], DEO found that she also had service at [redacted] #D and [redacted] units U and 3RD Floor. [redacted] #D from 3/31/09 to 7/21/10 has a balance of $296.10. [redacted] #U from 9/2/14 to 10/1/14 has a balance of $51.39. [redacted] 3RD Floor has a balance of $397.40. There was a Landlord Reversion on this property as well and on 11/9/15, [redacted] #D reverted back into [redacted]'s name. The current owner of that property, [redacted], has been contacted as well and DEO is waiting on his return call. Once he calls, we will discuss access to turn off the gas at [redacted] #D. Thank YouDominion East Ohio

Dominion Customer RelationsJun 21 to me [redacted] Case: [redacted] Once a deposit is paid in full the clock starts counting the next 6 bills to be made on time in full to receive the deposit back.  The “clock” does not start...

with the first payment that’s made. The deposit was paid in full 8/5/2016.  The next 5 bills were paid on time and in full, however, the 6th bill was due 2/19 and was paid 3/1.  This was considered a late payment so the deposit was not refunded.  So now the “clock starts over” counting till 6 payments made on time and in full. However, on 6/20/2016 the customer called and spoke to a Supervisor and the deposit of $92.00 plus interest of $2.22 was refunded back to the customer’s account early as a courtesy because all but one payment had been on time.The total amount of $94.22 paid her current bill of $27.60 and Ms. [redacted] has a credit of $66.62 on her account. I called to speak to Ms. [redacted], however, my call went into voicemail.  I advised her on voicemail that she can call me to discuss any questions she may have and that we have refunded the money back to her account.  I advised we can send her a refund check for $66.62 or we can leave it on the account towards future bills. Thank YouVickie M[redacted]Customer RelationsDominion East Ohio

Dominion Customer Relations4:16 PM to me ID10703730  On 7/8/15, DEO reviewed a call from 2/7/14 where [redacted] was calling regarding a payment made on an ex-boyfriend's account.  At that time, the DEO representative informed Ms. [redacted] that she had an outstanding...

balance with the company from the service address of [redacted] Street in Cleveland, Ohio.  [redacted] stated she would like to place the balance on a payment plan, so that she could begin service at her new address. The representative advised Ms. [redacted] of the dates of service, which was from 4/3/08 to 5/3/11.  [redacted] advised the representative that she did not live at the [redacted] Street address that long and that the dates were incorrect.  DEO contacted [redacted] to advise the call had been reviewed.  Ms. [redacted] stated she never lived at [redacted] Street in Cleveland, and that she was getting it confused with the [redacted], Cleveland address.  She stated she is still proceeding with the ID Theft investigation. DEO has advised [redacted] that she will need to submit a photo ID, copy of her Social Security card, proof of residency during the time of the disputed usage (4/3/08 – 5/3/11), an affidavit and reference number from the Federal Trade Commission and a signed police report.  Ms. [redacted] can contact the Federal Trade Commission (FTC) at (877) 438-4338 to request the affidavit to be mailed out. Ms. [redacted] will need to fax all requested documentation to our ID Theft Department at (855) 241-0376 to begin the ID Theft investigation process.

[redacted] has a total account balance of $4,956.42.  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 $1,147.38 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 $1,147.38 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 $89 each month.  Ms. [redacted] did state she has already gone back to ODSA to have her income re-verified, and has been approved for $44.00 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.

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.
In the response, the business didn't even properly spell my name correctly. I spoke with representative T[redacted] this week and will contact her if I have further questions. We agreed that my reconnect fee will be waived, and she may be able to resolve the issue further after reviewing recorded phone calls, including those in which I was promised someone would visit to connect my service on the same day of my payment.The business is correct in stating that I did not contact them for 7 months, during which time I was using the gas, which I understand is necessary to pay for! My problem wasn't in paying it, but in paying the entire amount up-front simply because I hadn't called before. As a full-time college student and young professional, forgive me if I don't have time to notice that my gas company made a mistake and hadn't been billing me. No notice was made at the service address, either.I also don't believe that the answer of, "The company [being the investment company that has nothing to deal with my rental services or personal assets] must have given us the wrong address..."  answers why this mistake was being made in the first place. Further question sto pose: why didn't the investment company notice they were being billed or not receiving gas services? Who are these people that took the gas out of my name? Nothing about this situation is right.There's more to this than just waiving a reconnect fee, and I am making such an effort here so that this doesn't happen to another customer in the future.I am happy to finally get a contact number of someone local who handles these kind of customer service issues rather than being transferred through a phone center in Texas with individuals that couldn't help me at all, so that's a bit of a relief, but I am quite frankly still a little lost as to how the business let this happen in the first place.
Regards,
[redacted]

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,
Brian [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 would like a formal apology for the misinformation that was provided to me by a customer service rep and a supervisor on 9/7/2016.  i complied with all request and yet I was still provided with wrong information on this date and was made to believe I would have to wait another 48-72 for processing before I could even get my service turned on.  also, I need the issue of my bank over draft and spending money on a hotel for my family since Dominion couldnt get their own information right (last week someone told me all that was needed was my id, yet on 9/7/2016 I had to go back and forth with a supervisor telling me that I needed to fax in my lease and social security card AGAIN!!).  Acknowledgment and a formal apology for the poor customer service and poor customer experience due to lack of service and respect for your customers deserves some sort of apology at minimum.  NO customer should have go through this much back and forth and misinformation!!!  I do thank you for turning my service on today, however, I feel that if hadnt have filed a complaint not only with the Revdex.com but the [redacted] as well, I would still be waiting for service.
Regards,
[redacted]

Hello, Mrs.  [redacted] contacted our office on 7/22/2015 and filed a complaint stating on 7/16/15 we replaced gas lines and she found on 7/20/2015 that their freezer was unplugged and they lost frozen meat and other miscellaneous frozen items.     On 7/25/2015  a letter...

was issued  to customer with subject: Claims Acknowledgement.  Our claims department reviewed and gave claim request to [redacted] whom is contractor that performed gas line work.  We verbally advised the customer to contact the contractor [redacted] Construction at [redacted].  We advised the customer that the complaint is with contractor and not Dominion East Ohio and that the  complaint  was forwarded to [redacted] .  Upon this  current consumer complaint, I verified information from contactor [redacted] that on 10/20/2015 [redacted] who advised the customer that they would not reconsider their claim that was filed in July. Customer advised to contact [redacted] Construction [redacted] for any questions.  The claim is not with Dominion East Ohio. Thank YouDominion East Ohio

Hello [redacted] moved from [redacted] in [redacted] Ohio to [redacted] in [redacted] Ohio. The gas was just turned off at [redacted] for nonpayment on 6/9/15. . The request for gas service came in on 6/11/15. The agent did request a lease and ID before service...

could be provided. On 7/1/15 a valid lease and ID were provided to Dominion. The delay of providing service has been reviewed and will be addressed as a coaching issue with the agents. On 7/2/15 [redacted] was contacted. Dominion offered to come out the same day to turn service on if access could be provided. Ms. [redacted] was not able to provide access. The turn on appointment is scheduled for July 7th between 8AM-12PM. A message was left with [redacted]’s mother, [redacted] to contact Customer Relations if she has any further questions.  Dominion Customer Relations

Scott [redacted]Cleveland, Oh  44109 ID: [redacted] 3/6/2017 - The customer was disconnected for nonpayment.  The last payment made was in August 2016.  3/7/2017- Mr. B[redacted] called the next morning and we advised him to call back...

before 12:30 with his receipt number for that same day turn on. We reconnected the service at 5:41 pm on 3/7. I advised Mr. B[redacted] when someone is disconnected for nonpayment we try and get the service reconnected on as soon as possible once the payment is made.  We placed his order on a truck that has already been scheduled with other orders and when we get in his area of town we will come and reconnect the service.  This is why we cannot give him a time frame because we work around “scheduled orders”. I did advise yes, we could have given him a time frame of 4 hours however, he would not have the service on the same day and  he would have to wait and schedule this for a later date not the same day. I advised when we reconnect service for nonpayment, there will be a reconnect fee for going back out to the home and turning on the service and that the fee stands. He did say he appreciated me calling him back. Thank YouVickie M/InvestigatorDominion East Ohio

[redacted]  [redacted]Mailing address: [redacted]  [redacted].Case: [redacted]The Basic Service Charge is a billing charge that is charged on every bill regardless of how many days are on the bill.  This is an approved charge from...

the PUCO.  If there is a 30 day bill or a 1 day bill, the full basic service charge will be on the bill and is not prorated.  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 Rider. It applies to Residential, Non-Residential, & Large Volume customers.We have re-billed the account as a onetime courtesy and removed a basic service charge.  I called and left a message for the customer advising.  I also sent a please call letter in case the customer wants to call me.Thank YouVickie M[redacted] – Investigator/ReviewerDominion East Ohio

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 following was copy/paste by Revdex.com staff - LST)[redacted]From: [redacted]>Date: Wed, Jan 24, 2018 at 12:16 PMSubject: ID [redacted]To: [redacted]
Mr. S[redacted] states that he called in...

September of 2016 to end his service; however we have no record of this phone call. He then initiated an online order on 02/13/2017 to end his service, but the order was never completed by the customer.As a courtesy we billed Mr. S[redacted] to 02/13/2017 instead of the original 06/01/2017 since this is the date he attempted to take the service out of his name.I called Mr. S[redacted] and left him a message with the new bill amount and advised of the new billing dates.  I also requested a billing address. I have not received a return call from Mr. S[redacted] at this time.Dominion Customer RelationsAngela- InvestigatorAngie- Reviewer