Dominion Energy 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.They did call and leave a voicemail but they was unprofessional and claimed I lied. I was at the house the entire time and nobody ever came to the door to knock. They say he called at 9:24 AM but I have proof on my partner's phone that he called at exactly 9:29 AM. At 9:30 he drove away without even knocking. When my partner called to ask why, the representative told us that according to his notes he was not able to find the front door. So why is it that when a customer service representative calls in regards to my complaint, they imply that I was lying and that his note says something different? They did not solve the matter, they came off like I was the one in the wrong when I am not and I have proof that I am not, and I do not think that is okay. The business is run poorly and it's unfair the way they're trying to do this. 
Regards,
[redacted]

From: [redacted]Date: Wed, Nov 29, 2017 at 1:26 PMSubject: [redacted]To: "[redacted]DEO Response11-29-17On 4-6-17, Ms. L[redacted] was mailed a post card...

advising her that Dominion Energy Ohio had received notification of a change with her supplier. She was advised to contact the company to cancel this supplier change on or before 4-19-17 if she was not in agreement with the change. Ms. L[redacted] did not contact the company to cancel this change. Therefore, the Constellation Government Aggregation program rate applied to her bill prepared on 5-24-17. Prior to the change Ms. L[redacted] was billing under the SCO rate.On 11-28-17, Dominion Energy Ohio received a drop order from Constellation Energy to be effective 12-28-17. The drop order placed the account back on the SCO rate.Please note there are no adjustments to be made to her account.On 11-29-17, I spoke with Ms. L[redacted] to advise all of the above.  She requested to cancel the aggregation plan and rejoin the SCO rate.  After speaking with her, it seems that her main concern is with her city government. Dominion Customer RelationsMary – InvestigatorAngie- Reviewer

From: [redacted] <[redacted]@aol.com>Date: Tue, Jun 14, 2016 at 10:29 AMSubject: Fwd: Your complaint has been received [redacted]To: [email protected]: [redacted]@aol.comPlease note that I received a call from Vicki at Dominion and this has been resolved. Thanks.[redacted]Sent from...

AOL Mobile Mail

Dominion Customer RelationsJun 22 (1 day ago)to me [redacted]
[redacted] Revdex.com [redacted] Mr. [redacted] requested gas service on 5/2/16 at 2013 Ontario, 33 in Cleveland, Ohio.The account has billed twice. There has been no usage, however a...

security deposit and basic charge for each month has been billed. On 6/17/16 Mr. [redacted] requested to turn the service off for the season. The order was scheduled for 6/20/16 however there was no access provided when Dominion got there. On 6/21/16 Customer Relations spoke with Mr. [redacted] and rescheduled the turn off order for 6/23/16. If access is provided, the gas will be turned off.  As a one-time courtesy, Dominion will end the bill as of the last read date 6/15/16. Mr. [redacted] has already paid the bill up to that date. There will be a $33 reconnect fee to turn the gas back on for Mr. [redacted] when requested at this same address. Mr. [redacted] was satisfied with this resolution.  Dominion Customer RelationsVR

Dominion Customer RelationsApr 15 to me Hello,Below are the findings regarding Revdex.com ID [redacted].According to Dominion East Ohio records we did our due diligence on giving this customer the opportunity to schedule the DOT inspection prior to the service being turned off which would have avoided...

the reconnection fee. Several notices were mailed out. An initial notice advising that access is needed to the meter was issued on 9-23-15. On 1-26-16 the 1st request was mailed, on 2-9-16 the 2nd request was mailed, and on 2-23-16 the last warning was mailed. The company also attempted to reach the customer by phone on 2-2-16, 2-16-16, and 3-1-16 to no avail. There is no record of this customer speaking with the company regarding the appointment prior to the shut off.The statement that which was prepared on 3-3-16 also advised the customer of the shut off notice; the company completed the turn off on 3-21-16. This customer contacted the company on 3-21-16 to restore the service; after completion of the service order the reconnection fee was billed to the account; the charge will stand.The inspection is a requirement of the company’s Minimum Federal Safety Standards.                                                                        On 4-15-16 Dominion East Ohio called Mr. [redacted] to advise him of the findings. A message was left on his voicemail advising him of the findings. The contact phone number was provided for him to call with any further questions. The company also issued a please call letter.Thank you,Dominion Customer Relations

Dominion Customer Relations1:01 PM to me DEO Response8-25-16 8-25-15 Dominion Customer Relations contacted Supervisor for Construction and Maintenance.  He stated that he had spoken with Ms. [redacted] and everything is now resolved. He apologized for any confusion with the...

communication and gave her his cell number in case she has any other questions or concerns. She had a plumber fix her leak, so no turn off should be necessary. 8-25-16 Dominion Customer Relations contacted Ms. [redacted]. She confirmed that she had spoken with the Supervisor and everything is now resolved and she would be contacting the Revdex.com to advise them of the same. Dominion Customer Relations apologized to Ms. [redacted] for any inconvenience this may have caused her.She appreciated Dominion East Ohio calling her back. Dominion Customer RelationsVR

A letter was mailed on 9-17-15 to Ms. [redacted] acknowledging her request for compensation had been received by the claims department.  On 9-21-15 the claims department spoke with Ms. [redacted] advising here to fax in documentation pertaining to her claim.  Upon completion of the investigation...

regarding the facts related to this matter, she will be advised of the company’s position with respect to her claim in approximately 30 days from the date that all documents are received from the customer.  On 9-30-15 Dominion East Ohio attempted to contact Ms. [redacted] by phone to advice of the time line the investigation would be completed. After there was no response from the customer,  a please call letter was sent.  Dominion Customer Relations

(Following is an e-mail comment to Revdex.com [redacted]I spoke with [redacted] this morning about her account.  Her bankruptcy was filed today, so all credit action has ceased and the customer was provided a post-petition account with a zero balance.   We also discussed the...

customer service she recently experienced.  She appreciated my call and the quick action taken on her account.

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]

On 12/31/15 someone from the management company called to place service in their name at [redacted] Blvd, Cleveland Ohio. The turn on was scheduled for 1/5/15. DEO placed the service on in their name at that time. When a customer calls for service DEO is expecting the customer to give...

the correct address, so when the management company called, DEO didn't question them needing service at this address. The agent who took the turn on order even summarized the call with the management company. Ms. [redacted] at no time called to state she wasn't receiving a bill. The last time her account was accessed was when the investment company was placing service in their name which was 12/31/14. Her first call regarding service or billing was on 8/3/15.  That is seven months with no call from Ms. [redacted]. Ms. [redacted] lived at the address and used the gas so she was billed from the 1/5/15 date forward.  The reason she had to pay before service was restored was because the gas had been disconnected.  Ms. [redacted] used the gas, never called for billing and to reconnect the disconnection had to be paid. DEO can waive the reconnection fee for Ms. [redacted], but no compensation for the two days missed. Ms. [redacted] called in 8/5/15 after 12:30 so her appointment was scheduled for the next day which was 8/6/15, the day the service was restored. As a onetime courtesy DEO will waive Ms. [redacted]’s reconnect fee. 8/10/15 DEO called to advise Ms. [redacted] of the findings.

Dominion Customer Relations12:12 PM (20 hours ago)to me  [redacted] St[redacted] , OH  [redacted] Revdex.com ID [redacted] 8/4/16 On 8/1/16 Mr. [redacted] called stating that he smelled gas when using the stove. The DEO phone rep advised him of the Natural Gas...

Procedures. Mr. [redacted] was advised that if no one is home when DEO arrives, his gas would be "made safe". DEO arrived at the property and there was no one at the residence, therefore DEO turned off gas to the property. Mr. [redacted] later returned home, called DEO stating he had no gas. An order was sent the same day and it was found that the premise was previously off due to an odor being called in and no one being home when DEO arrived. At that time the DEO representative was able to investigate the odor complaint and the air test failed. On 8/2/16 at 5:14 pm Mr. [redacted] called stating the leak was repaired and DEO sent an order out to have the service restored. At 8:18 pm DEO arrived at the premise and the order was cancelled at the door, meaning whomever answered the door at the premise cancelled the appointment. On 8/3/16 Staci - the co-applicant on the account, called for status of the service order and DEO advised her that it was cancelled at door and she stated she would have Mr. [redacted] call DEO when he gets off work. DEO came back out to the home on 8/3/16 at 9:07 am and found there was still a leak and advised the plumber of this. DEO left the meter off. DEO returned on 8/3/16 at 1:14 pm and tested the lines and turned on the meter. The gas is now on at the premise. 8/4/16 I called to advise Mr. [redacted] of the findings. Thank YouCustomer Relations/tpdDominion East Ohio

(The following was copy/paste by Revdex.com staff - LST)[redacted]From: [email protected] <[email protected]>Date: Wed, Sep 20, 2017 at 11:02 AMSubject: Revdex.com ID [redacted]To: "[redacted]>[redacted]
[redacted]
[redacted]...

[redacted]Revdex.com ID [redacted]The gas service was shut off for non- payment on 9/13/17 at [redacted] at 12:11 PM.A payment was made the same day after the gas was shut off at 5:55PM.Dominion received a request to restore service on Friday 9/15 at 3:25 PM. The order was issued to be worked on Monday 9/18 from 8AM to 11:59PM. Dominion arrived at on 9/18 at 3:57 PM to restore service. There was no access. A call ahead was made and answered however no one answered the door.The order to re-store service was then re-scheduled for next available date on 9/21 PM.On 9/20/17 Customer Relations left a message for [redacted]. A please call letter was mailed. Vicki R.Dominion Energy OhioCustomer Relations

[redacted]
[redacted]Domionion never contacted me on me having a disconnection also I was paying them the last bill I received was a final bill if I would have never called them I would have known that my gas was off, the rep stated that they were suppose to turn the gas off and they never did fully I feel as though that if they made a mistake then that will fall on them not me I should not be responsible for something they did not complete on their end also they received more than enough payments to not cut the gas off,I have had Domionion for years and never had a disconnection over 400$ and my gas bill has been over 12,000$

[redacted]From: [redacted]@dom.com <[redacted]@dom.com>Date: Wed, Aug 2, 2017 at 3:45 PMSubject: ID [redacted].To: "[redacted]@cleveland.Revdex.com.org" <[redacted]@cleveland.Revdex.com.org>DOMINION RESPONSE:After reviewing the account for Kiona...

S. [redacted], this customer was contacted by mail and phone numerous times and in addition, notified by her billing in July that she would be subject to Disconnection and a Reconnect charge of $33.00.Dominion made numerous trips to the premises and found no one home for scheduled appointments.  Therefore, the charge for reconnection will not be waived.  (Contact dates itemized below).The customer was contacted on 8/2/2017 and a message was left for customer. Cordially,Karen H.Dominion Energy OhioCustomer Relations Contact dates: 4/17/2017 Equipment Access Letter No. 14/25/2017 Call for Equipment Access 15/4/2017 No access on scheduled apt.5/8/2017 Equipment Access #25/16/2017 Equipment Access 2 Call6/3/2017 No access on scheduled appt.6/5/2017  Equipment Access #36/13/2017  Equipment Access 3rd call7/11/2017 Bill advised of disconnect for no access7/24/2017  Equipment Access Order to shut off

Dominion Customer RelationsFeb 12 to me [redacted] 
[redacted]Revdex.com #[redacted] Ms. [redacted] did request the gas to be turned on at [redacted] on 2/9/16.  The gas is off and access is needed to complete the...

request. Dominion arrived on 2/9/16 at 9:48 AM. There was no access provided. The order was rescheduled for next day on 2/10/16. Dominion called ahead as requested and arrived at 12:39 PM. There was no access provided. The order is rescheduled for today 2/11/16 between 12-4PM with a call ahead. Provided the customer is there to let Dominion in today the gas will be turned on today. Dominion has made every attempt to get this gas on for Ms. [redacted].  Dominion attempted to contact Ms. [redacted] on 2/11/16 twice between 9-9:30AM however the voicemail box has not been set up yet.Dominion wants to make every effort to get this issue resolved for our customer.On 2/11/16 the gas was turned on for Ms. [redacted].

[redacted] is currently set up on a payment plan on the account at [redacted] in Cleveland.  Dominion East Ohio has attempted several times via email and phone to contact Ms. [redacted] to discuss alternate payment arrangement options, but has not received follow up from Ms. [redacted]. Ms. [redacted] must contact Dominion East Ohio Customer Relations to discuss all plan options at (888) 263-8989 Monday through Friday 8 am to 5 pm.

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

(The following was copy/paste by Revdex.com staff - LST)[redacted]From: [email protected] <[email protected]>Date: Wed, Jan 31, 2018 at 4:15 PMSubject: Revdex.com ID [redacted]To: "[redacted]>DOMINION RESPONSE:This customer...

attempted to set up an account online for transfer to his name for 1/15/2018, however it transferred 12/29/2017.  The previous customer’s account verified the account was not to transfer until 1/15/2018.  Due to those notes, we were able to verify it was the intention of all parties to start service on 1/15/2018.  This customer’s account was zeroed out and the billing was adjusted accordingly for all parties. Dominion did contact the customer and advised of the billing adjustment.  He was satisfied. Investigated by- Karen H.Reviewed by-Vicki R.Dominion Energy OhioCustomer Relations

[redacted]Mar 22, 2018When we turn off the service at the curb box, this is because we cannot get to the meter to disconnect it. The 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.[redacted]March 29, 2018There is no credit to be issued.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]