Dominion Energy Ohio

Ms. [redacted] has had several accounts with DEO. Her most recent address of [redacted], Cleveland, Oh 44102.  DEO did not require she send in proof of who she was on any one of her accounts. This is normal procedure and when a customer calls to establish service, the information given is trusted to be that of the customer's. Last year Ms. [redacted] called regarding her previous DEO balance and the account in question was brought up. That call was made February of 2014 and was available for review.  However, regarding the call to start service in 2008, DEO is required to retains records for 3 years. Unfortunately, this call can't be retrieved. DEO called and advised Ms. [redacted] of all this information.  She stated she is having a problem retreiving documents because this was so long ago. I asked her what documentation does she have and she stated student loan information with what her address was. I advised her to send in any information that she may deem helpful. She stated ok and thank you. Dominion Customer Relations

Hello, Below are the findings regarding Revdex.com ID [redacted] The company reviewed this customer’s account along with the phone calls which were made to the company on 4/21/2017.  Coaching will be provided to the agents that spoke with Ms. W[redacted] regarding the reconnection of her service. A business...

decision was made to waive the $33.00 reconnection fee. The company spoke with Ms. W[redacted] to advise her of the findings and offered an apology. Ms. W[redacted] was satisfied with the adjustment.   Thank you, Dominion Customer Relations

They can resolve this complaint by refunding the $33 disconnect fee that I should not have been charged.

DEO Response11-5-15 According to Dominion’s records the company made an attempt to reconnect the service on 10-29-2015.  A call ahead was made.  The Technician was waited 9 minutes for access.  He was unable to gain access. 11-3-2015 Second attempt to reconnect the...

service.  A call ahead was made to the customer.  The technician arrived and waited 7 minutes but could not gain access. 11-4-2015 We were able to reconnect the service for Ms. [redacted]. On 11-5-15 Dominion East Ohio spoke with Ms. [redacted]. Advise her  that her account has been set up on a  payment plan for the remaining balance. She stated the monthly payment plan amount is an amount she can handle. She was pleased with the resolution. Thank YouDominion East Ohio

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 Oct. 29th  but I checked my SPAM folder & there it was in my Spam folder. Dominion 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 2 people around my gas meter & freezer & where my freezer plugs in at that day was a Dominion employee & their contractor [redacted]. $100 in compensation does not cover my losses. When we discovered that the freezer had been unplugged 5 days later a lot of things had un thawed. Blueberry juice, blood, etc, had drained out of packages & was all over everything laying in the bottom of my chest freezer. We 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 inside. The 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 odor. When 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 away. After 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 July. I cut it in half & took the wrapper off 1/2 of it. It 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 pc. on the right in person it looks a lot more brown than it does in the picture. It 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. $100 would not replace the food that I thought survived Dominion unplugging my freezer, leave alone the things I already threw away.
Regards, 
[redacted]

On 6/8/15 DEO turned off gas to this residence for Unauthorized Usage. That same day, Mr. [redacted] went online and scheduled a turn on for the next day. On  6/9/15 DEO went to the premise and found there was a house line leak. On 6/10/15, Mr. [redacted] went online and...

attempted to schedule the House Line Leak Repair order stating the leak was repaired. 6/11/15 Mr. [redacted] called and stated leak was repaired. At that time DEO advised Mr. [redacted] of the Unauthorized Usage here from the previous account that was just disconnected. DEO shows that Mr. [redacted] has been at this property since at least 2014 with his girlfriend. This matter had to be investigated, therefore slowing up the turn on process for Mr. [redacted]. On 7/15/15 Mr. [redacted]'s ex girlfriend [redacted] (the previous account holder) was billed for the Unauthorized Usage. She states that Mr. [redacted] moved in, and she moved out. This type of Turn On order (Turn on- House Line Leak Repaired) is a same day, all-day order. So Mr. [redacted] would need to be at the premise from the time the order is dispatched until possibly midnight. If Mr. [redacted] couldn't be present, anyone over the age of 18 could let the DEO representative in. 7/22/15 DEO has tried several times today to reach Mr. [redacted] to have the gas at [redacted] turned on. 7/23/15 the gas is scheduled to be turned on today.   Dominion Customer Relations

According to Dominion’s records, the company made an attempt to reconnect the service on July 2, 2015. Field Metering Service was unable to gain access at that time. Our records show we have a turn on order scheduled for July 9, 2015 between 12:00 and 4:00pm, because that is the next...

available date. On 7-6-15 I spoke with Mr. [redacted].  I advised him I would check the schedule during the day for an earlier appointment. He was satisfied with the explanation.   Dominion Customer Relations

From: Dominion Customer Relations<[email protected]>Date: Mon, Mar 13, 2017 at 11:30 AMSubject: RE: Complaint #[redacted]Hello, Below are the findings regarding ID [redacted] According to Dominion East Ohio records Ms. E[redacted]’s gas service was turned off due to...

non payment on 3/9/17. The current pip plan amount is $126.00. There is a past due plan balance in the amount of $822.00; the total plan balance is $948.00.  The last payment that the company received was on 7/22/16 in the amount of $60.00. Ms. E[redacted] is eligible to utilize the Winter Reconnect Option and pay $175.00 to restore the gas service; she can also request that a medical certificate be faxed to her doctor’s office within 21 days of the shut off date; upon approval of the medical certificate the gas service would be restored.   Ms. E[redacted] has not contacted Dominion East Ohio regarding reconnection of services.  The last interaction with Ms. E[redacted] regarding her account was March of 2016. On 3/13/17 Customer Relations called Ms. E[redacted] to advise her of the findings. A message was left on her voicemail explaining the WRO and to call the company to have a medical certificate sent to her doctor; she was also referred to 211 for assistance.  The phone number to contact Customer Relations directly was also provided. A please call letter was mailed to the customer. Thank you, Dominion Customer Relations

Dominion Customer Relations8:48 AM to me   [redacted]  [redacted] Case id: [redacted] As a onetime courtesy, we have decided to credit Ms. [redacted]s account with $27.90.  The customer will have a zero balance.A message was left today...

7/20/2016 on Ms. [redacted]s phone advising she will be credited with the $27.90 and then receive a new bill stating she has a zero balance. Thank YouVickie M[redacted]Dominion Customer Relations

Dominion Customer Relations9:03 AM to me case id: [redacted] 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 active....

The tariff establishing the Basic Service Charge was approved by the [redacted]. As a one-time courtesy, the Basic Service Charge for the 1-day billing period was removed in this instance only. This is not the normal procedure and should not be construed as a change in Dominion’s billing policy. 3/1/16 DEO called and explained to Ms. [redacted]. She was appreciative of the findings. Dominion Customer RelationsAMZ

(The following was copy/paste by Revdex.com staff - [redacted]From: [email protected] <[email protected]>Date: Fri, Jan 5, 2018 at 4:35 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 12/19/2017.  I also left my phone number for Mr. [redacted], if he has any further questions.Dominion Customer RelationsKaren- InvestigatorAngie- Reviewer

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

Dominion Customer RelationsMay 6 to me  [redacted] ID [redacted] A work order was scheduled to turn on service on 5/5/2016.  This is an all day service order for a turn on for non-payment. A DEO Technician arrived at the home...

at 14:46 pm (2:46 pm) and waited for 11 minutes.  No one was home.  The Technician  left a note on the side door that we were there but no one was home.  The Technician had to move on to his next stop and he left at 14:57 (2:57 pm). The next service order to reconnect is scheduled for today 5/6/2016. I called the customer and went over the issue with her, the customer was satisfied and thanked me for calling her. Thank YouVickie M[redacted]Customer RelationsDominion East Ohio

[redacted]Case: [redacted]We went to the home on  4/27/2017 at 12:23 and no one was home.  The technician rang the bell and knocked hard. The technician left. The customer would need to schedule the appointment between the normal...

working hours.  The appointments for service appointments are Monday thru Friday from 8am – 12pm, 12pm – 4pm, and 4pm - 8pm. The appointment has been scheduled for Monday, May 1, 2017 from 12pm – 4pm.  We will be calling ahead at 330-360-1003. Thank YouStephanie M[redacted] – InvestigatorVickie M[redacted] – ReviewerDominion East Ohio

Hello,
Below are the findings regarding Revdex.com ID #[redacted].
 On 12-7-15 Dominion East Ohio spoke with this customer regarding the requested document. The company emailed him a verification of service letter to prove that he was a customer at the address in question.
 
A hard copy was...

also mailed to the mailing address this customer provided.
Thank you
Dominion Customer Relations

Dominion Customer Relations2:24 PM (41 minutes ago)to me [redacted], CO [redacted] Re: [redacted]
[redacted] Revdex.com  #[redacted]. 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 active. The 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 30 day bill or a 1 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 Rider o Applies to Residential, Non-Residential, & Large Volume • The Basic Service Charge is not prorated Ms. [redacted] was contacted regarding the basic service charge this is not a monthly charge explained to customer weather the bill is 1 day or 30 days this fee is charged and approved by the PUCO.   Customer was advised this is not and will not be prorated for the service charge it is not a monthly charge.    Ms. [redacted] was not in agreement.       Dominion Customer Relations

Ms. E[redacted]  used the winter reconnect option with her $215 payment and gas services were restored on 3/16/17. Ms. E[redacted] was contacted to discuss possible other payment option available to her.  Her current billing statement advises she is on a disconnect notice and unless we received her past due by 4/5/17 her gas may be shut off.  She confirmed she had this billing statement. Ms. E[redacted]  stated that she has been waiting for Ohio Department of Development Services regarding her Pip Plus Plan for 6 months.  I stated she is able to go to the local community action center to get her information updated immediately.  She was unaware of that. I advised she has other option of payment plans.  She was in agreement to not be on the Pip Plus Plan and she is now being placed on a Budget Plus 12 month plan the first payment of $105.33 is due by 4/5/17.   She stated that this payment plan fit in her budget more than the Pip Plus Plan.  She was advised to still check on her application to receive the Ohio Heap which is a one- time payment applied to her balance.  Ms. E[redacted] thanked me for the explanation and stated she would be paying that amount on Friday.     I advised her if she has any additional questions, to contact Customer Relations Department.  Dominion East OhioCustomer Relations[redacted]

Dominion Customer RelationsFeb 12 to me Hello, Below are the findings regarding ID [redacted] The address in question is [redacted]. Ms. [redacted] held service at this address from 5/14/2010 through 4/5/2011. When the account ended the account...

balance was $1,053.08. On 6/10/2011 Dominion East Ohio sent the above balance to CBE Group Inc. for collections. On 11/17/2014, Ms. [redacted] started service at her new address located at [redacted]. Dominion East Ohio recalled the debt in the amount of $1,053.08 from collections and transferred the balance to her new account. The debt has been resolved and still showing on her credit report. Since the transfer of the debt took place on 11/17/14, it should be reflected and showing as satisfied. A manual request was submitted to have Ms. [redacted]’s report corrected. [redacted] should have the update complete within the next 24-48 hours but it may take about 14 days for it to be viewable by the customer. On 2-11-16 Dominion East Ohio contacted Ms. [redacted] to advise her of the findings. A letter was issued to Ms. [redacted] confirming that the account in question reflects a zero balance; she was satisfied with the resolution. She was advised to contact Dominion East Ohio’s Customer Relations Department at (888) 263-8989 Monday through Friday from 8 am to 5 pm with any further questions. Thank you,Dominion Customer Relations

(The following was copy/paste by Revdex.com staff - LST)[redacted]From: [redacted]@dom.com <[redacted]@dom.com>Date: Tue, Aug 8, 2017 at 4:19 PMSubject: RE: [External] You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #[redacted].To: "[redacted]@cleveland.Revdex.com.org" <[redacted]@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 up. The Claims Department has already sent her documentation for resolution.  Thank you, Dominion Customer Relations

(The following was copy/paste by Revdex.com staff - LST)[redacted]From: DominionCustomerRelations[redacted]>Date: Tue, Oct 31, 2017 at 2:00 PMSubject: RE: [[redacted]] You have a new message from the Revdex.com serving Greater Cleveland regarding complaint...

#[redacted].To: Revdex.com <[email protected]>Hello,Below are the findings regarding ID [redacted]On 8-17-17 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 ago. The company requested that he fax his lease and ID and also informed him of the debt in the amount of $1,414.73 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 8-24-17 which was billing in the name of [redacted]On 8-24-17 a lease was received listing [redacted] as the only tenant effective 9-1-15. 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 $1,414.73 was also transferred to his new account. He was quoted $1,070.99 (estimate of usage backdating to 9-1-16) plus the old debt in the amount of $1,414.73 for a total of $2,485.72 to reconnect service in his name.On 8-25-17 an agent spoke with [redacted] and offered to fax a medical certificate to the doctor; she declined.On 8-31-17 [redacted] and her son, [redacted] requested that a medical certificate be faxed to his doctor; the agent completed the request.On 9-1-17 Customer Relations spoke with [redacted] and [redacted] to advise them of the above findings. It was suggested that they contact the doctor to see if the medical certificate has been completed and sent back to DEO. They were also advised of the option of a verbal medical to be called in by the medical professional.On 10-31-17 Customer Relations spoke to [redacted] and his mother [redacted]. They were quoted $175.00 to reconnect the service. The company confirmed that a pipp application was received on 9-7-17. Once the service is reconnected the account will reflect the $69.00 pipp amount due moving forward with each bill.Thank You,Dominion Customer Relations