Dominion Energy

I have never been more disgusted with a company as I am with DominionThe customer service is horrible and they are very unfairThis company does not stand behind their mistakes and they do not care about customer satisfactionI will not stop hereSomething needs to be done

Dear [redacted] December 10,On behalf of Dominion Products andServices, Inc, ("DPS" or "Company"), I am responding to theabove-referenced complaintBy way of background, Complainant's account history is as follows:aBeginning in January 2013, Complainantseparately enrolled in the following seven service warranty programsoffered by DPS in the Pittsburgh area;I.In-Home Electric Line Repair Program January 2, $Water Heater Repair & Replacement Program January 2,$HVAC (furnace and A/C) Repair Program January 2, 2013$Sewer Line repair Program February 18, $All Line repair Program February 18, $All Line Preferred Restoration Program February 18, $In-home Plumbing repair Program December 11, $7.95Complainantfiled the following nine separate program claims beginning in Apl'iIneach case, DPS dispatched a contractor to Complainant's home in response to theclaim:In Home Plumbing Repair Program April 2, Clean out food waste disposerof foreign objects and repair sink drain2.In-Home Electric Line Repair Program April 24, Short circuit in kitchenIn-home electric line repair program April 29, Locate/replace badbreaker4.HVAC May 18, thermostat issue5.In-home electric line repair program September 25, stove/cooktop wiring6.sewer line repair program October 7, clearing of sewer line7.in home electric line repair program December 6, remove unsafe elec box8.in home electric line repair program September 10, replace porchoutlets/ examine porch wiring9.In-home electric line repair program September 17,2nd opinionon porch wiringAsthis account history amply demonstrates, Complainant has made extensive useofDPS's programs since first enrolling last yearIn fact, to date the Companyhas spent nearly $1,in servicing Complainant's many claimsIt is thus a curiosity thatComplainant-who apparently had no hesitation in filing various repeated programclaims with the Company-would now allege, among other things, that DPS is "slow,unprofessional, and delayed" and "intimidate[s]customers"Simply stated, each of Complainant's allegations isoutrageous and all are strongly denied Complainant'smain concern appears to have to do with the September claims for in-homeelectric workDPS's contractor, in responding to those claims, noted thatcertain outlets and lighting at Complainant's home were improperly wiredtogether on the same circuit breaker and that an incorrect fault breaker(specifically, an arc fault-type breaker) was being used, The contractorcorrectly advised Complainant that these problems were not eligible for repairunder the program since they were the result of previously improved donethird-patty electrical workDPS even had a second contractor verify theseconclusionsDPS employees also on multiple occasions repeated the explanationfor the claim denial to Complainant.DPSstands by its position in this matterMoreover, the Company submits that ithas in all respects lived up to its contractual obligations to Complainantunder each of the seven programsAs already noted, to the extent Complainantis unhappy with any or all of the programs, Complainant is free to cancel.To conclude,DPS has done nothing wrong in this matter and respectfully requests that thiscase be immediately closed.Please contact me should you haveany questions.Respectfully submitted [redacted] ***

Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary Our automated system is very effective for most inquiries, but we realize there are occasions when our customers need to speak with a representativeOur research revealed our customer contacted our Customer Care Center today and brought this matter to our attention A sample copy of the bill is available on our website at www.dom.com, search: Understanding Your Bill Customers experiencing difficulties reading the bill may request large print bills by calling us at [redacted] We regret any inconvenience and frustration this matter may have caused Again, thank you for allowing us the opportunity to address this customer’s concernsIf you have any additional questions, or if we can be of further assistance, please call us at [redacted] Sincerely, Ms [redacted] Dominion Customer Relations & Policy Specialist II

[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 meI want to thank [redacted] for being the first person that I spoke with in the past months that took the time to understand what my concern really was and why I was frustrated This could have been resolved with the first phone call last year by simply providing the information that was provided in the response If Dominion had more people like [redacted] trained to address customers concerns on the front end, all of this could have been avoided However, I again want to reiterate that even though it took so long to get resolved, I appreciate the work that she did Regards, [redacted]

Revdex.com,Thank you for reporting our customers' concernsEach of his points is addressed below · The customer was indeed on the Budget Billing Plan but did not fulfill the payment requirements to remain on the planWhen a customer is removed from the plan the total balance of the account becomes due · The customer was disconnected days after notice of disconnection was sent · The customers’ account was finalized calendar days/business days from the date of disconnection · When a previously finalized customer applies to reconnect service the full balance of the finalized account is due as well an 1/installment of the appropriate security deposit Dominion policies and procedures were followed related to this customers' account [redacted] – Customer Relations & Policy

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 No resolution was mentioned on this responseAlso there was no mention I made numerous phone calls to Dominion to check the status and each time they told me that someone would be out there that night.it was not as cut and dry as this response appears [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Revdex.com, We have reviewed the concerns of our customer and find that repair of the lights mentioned was completed as of 2/28/If our customer has further concerns or questions related to this repair/replacement of light fixtures he should call Customer Relations & Policy at 1-800-938-Sincerely, CB***Customer Relations & Policy

Customer account has been noted as a "Life Support" account Recently updated from customer's doctor We are not able to zero out an account balance owed to Dominion In order to start "budget billing," the account must be brought current, no past due or arrears on the account Keep in mind, budget billing is not a discount on the bill, but rather a budgeting tool to assist customers to even out payments over the course of a year Many customers see a spike in their usage during summer and winter bill cycles Budget billing can assit in leveling out payments over the course of a year, though the amount of electricity used is still owed Accounts are trued up and budget billing adjusted, generally once per year Once a customer is on budget billing, regular monthly payments need to be made in the budget amount in order to maintain budget bill status We do have payment plans available for customers with past due balances Customers may contact our Customer Care and Energy Management center at [redacted] to discuss payment options with one of our credit advisors

This complaint was assigned ID [redacted] Ms [redacted] is a new customer to DEO; therefore, was charged a security deposit The customer was advised on 7/25/of the security deposit and it being billed in three installmentsMs [redacted] does not have to call in six months to advise DEO of reversing the security deposit If the payments are made on time for six months, the security deposit can be applied to the account balance at that time If there is no account balance, Ms [redacted] can request the deposit be refunded to her The Basic Service Charge is $This 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 and other facilities Also, the cost of the charges consist of automated meter reading, cost recovery rider & pipeline infrastructure, and replacement cost recovery riderThis charge is billed to all residential customers This is a monthly charge; therefore, it will not be waived off the customer's bill On 8/18/DEO contacted Ms [redacted] to provide the findings; she stated she wasn't pleased/tpd

September 30, Revdex.com, Thank you for bringing this customer's concern to our attention We appreciate the opportunity to research and investigate further Dominion made telepphone contact to the customer on September 22, 2014, and discussed the high bill concern On September 24, our representative conducted a field meter test for the customerUnfortunately, the meter's Encoder Receiver Transmitter (ERT) malfunctioned; however, the meter itself passed its time-run meter testSubsequently, because of a mismatch meter reading between the ERT and dial meter readings, the Company has made the appropriate adjustment for the customer and exchanged the customer's meter with a digital meterThe customer is satisfied with the Company's resolution Again, thank you for allowing us the opportunity to address the customer's concern If Customer Relations may be of further assistance to you or the customer, please call us at [redacted] Sincerely, [redacted] *

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] This information is incorrectI have been the leaseholder on the apartment in question since the end of October of To verify this information, you can contact [redacted] my property manager at [redacted] Her contact email is [redacted] and her contact number is [redacted] My service was disconnected for nonpayment, which I understood was my responsibility to fix, and I paid off my outstanding balance in an effort to have my electricity turned back onI spoke with at least six different individuals at the company in an effort to do exactly thatMany of them could not tell me what the problem was with turning the power back on, and those that did had opposing opinionsOne of the individuals I spoke with told me that after disconnection that they removed the meter because they suspected tampering because of increased and continued use of the meter At this point, I was staying in Ohio and not using any power at my apartmentI am more than months pregnant, so I have doctor records and you can contact my work office for more documentation that I was not present in the state of Virginia during the period when the charges were accumulatedThe contact email for my office manager is [redacted] The last person I spoke with at the company informed me that their company does not provide any opportunity to dispute the chargesHer response was that if I was the sole leaseholder on the apartment at the time of the charges, then regardless of where I was, or the fact that they chose to leave their meter unprotected and outside of a large apartment building, then I am responsible for paying the charges accrued on that meter Thank you for your time and effort in this matter on my account

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Also their review of the system is a lie because I tried more than a credit card through the system and even a bank card would not workDon't worry I will never be a customer again after december Regards, [redacted]

[redacted] *** (Energy - 5) < [redacted] @dom.com>12:PMto me DEO records indicate that the account ended on 9-30-with a credit balance in the amount of $ On 11-13-the refund was approved, printed, and mailed to the Fort Myers, FLaddress as the customer requested If the refund is not received after days from the issue date, the company will place a stop payment on the check and begin the process of reissuing a replacement check This process takes approximately 7-business daysOn 12-2-DEO Customer Relations spoke with this customer to advise of the findings If she does not receive the refund by 12-13-she will contact Customer Relations directly on 12-15-to start the reissue process Customer RelationsAkron Eastwood

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Mrs c [redacted] called me on the 19th at 11am she told me she would take the disconnection of for that day and that it would go back on the next day and what I understood was it needed to be paid by 5pm I told mrs c [redacted] I would contact social service energy assistance worker to get energy assistance expedited and once I spoke to here I would let her know the plan I called the worked numerous times left several voicemail's and didnt get get a response so being that I knew the only way to keep the energy was to have the $paid in hours and I had it paid in less then hours I didnt call mrs c [redacted] back because it was me who said I would call once I spoke to worker so why would I call her back to say I didnt get an answer no I went on a found the money any means necessary I would have never agreed with she to have it paid in hours witch it would have been if her expectation was for it by paid by 5pm the same day we spoke that was impossible seems how she knew I had dollars and a severely sick child on machines to live knowing I have been out of work and have dollars why would you take my only money and not honor what we agreed on and now I cant even provide a hotel over my child head with electricity for these machines I am going to be contacting channel today because this is crazy and my only result is to check my child into a hospital yo ensure she has electricity is totally curl Regards, [redacted]

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 attempted to fix what they dug up but there was a high spot where they dug and all they did was through some dirt and seed down they did not level the ground with the rest of the yard now the high spot keeps the water from draining out of the yard Regards, [redacted]

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

[redacted] (Energy - 5) < [redacted] @dom.com>12:PM to me Dominion East Ohio Customer Relations has contacted Mr [redacted] and his service will be reconnected on Friday, February The appointment is an evening appointment between 4pm and pm DEO will attempt to work the order after 5:at Mr [redacted] ’s request although this cannot be guaranteed Due to the service having been off since 6/11/14, the reconnection is scheduled into the minutes as a next available date Customer RelationsAkron Eastwood

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary We regret the misunderstanding between our customer and our Customer Care associates We attempted to reach the customer by telephone to no avail Our research revealed the new turn on service order for October 31st was systematically placed on hold in error As a result, we released this service order from hold We verified the two outstanding balances for the previous service locations in question are accurate for our customer of record In accordance with the customer’s request, we furnished copies of the closing bills for the electric accounts via email The customer was advised of the required action to proceed with the new service request Again, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted] [redacted] Dominion Customer Relations & Policy Specialist II

Revdex.com, Thank you for bringing our customer’s concerns to our attention We appreciate the opportunity to research and respond We regret any misunderstanding between the customer and our associates Our research revealed a joint account is involved and this is considered a domestic matter Domestic matters fall outside the realm of Dominion’s responsibility Please understand we are unable to reverse the payment transaction initiated by the customer We strongly encourage the customer to contact their bill pay service to recover the payment Again, thank you for allowing us the opportunity to address this customer’s concernsIf you have any additional questions, or if we can be of further assistance, please call us at [redacted] Sincerely, MsKC [redacted]