Dominion Energy

Dominion contacted us within half an hour of filing the complaint and offered a satisfactory resolution. 
Regards,
 
[redacted] [redacted]

Hi The problem is they can't explain where the charge came from. First it's this,then it's that. I've spoken with Dominion a few times regarding it and when I called back in March the rep I talked to agreed with me! I've sent in paperwork showing the charge appearing on the March bill and a payment history where at one point I was in the negative with them.Thank you, [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 is in regards to previous complaint ID # [redacted]. I was told previously by Dominion Power representative [redacted] that I had an outstanding bill that needed to be paid and once it was paid that my power would be restored. The bill was paid and I was told that I needed to send in a copy of the lease. I advised that I could not send in a lease because the property belongs to me. They told me to send in a copy of the deed and this was done. I am now being told that power cannot be restored until I pay a bill that was in someone else's name. Can someone call me ASAP. There is not a law that says you are responsible for someone else's bill. I was also told that I have been living at the residence the whole time, in which this is not the case. The supervisors are very unprofessional - they go by what's stated in the notes instead of trying to resolve the problem.....  I would like to be contacted and this issue resolved ASAP. I would also like to speak to [redacted] since he was the person involved in this issue from beginning in helping to get this issue resolved.

This is in regards to the above address. Ms. [redacted] contacted DEO requesting her last day of service to be on December 31, 2015. The billing cycle ended on December 30, 2015. Since this happened, Ms. [redacted] is disputing the one extra day that was billed for the basic charge. DEO agreed to...

re- bill the account to December 30, 2015 to avoid the extra charge. Ms. [redacted] is satisfied with the resolution.   Dominion Customer Relations

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

Revdex.com,
 
Thank you for bringing this customer’s concerns to our
attention. We appreciate the opportunity to research and respond as necessary.
 
At Dominion Energy
we understand economic conditions may cause difficulties for our...

customers;
therefore, we abide by credit practices that are both fair and economical.  We offer short and long-term payment
arrangements to help bring accounts to a zero balance over time and prevent
disconnection of electric service. 
 
On June 19, 2017, I
placed a courtesy call to our customer of record. As a one-time courtesy, the
customer was offered a long-term payment arrangement. We regret to inform you that
the customer failed to honor the commitment and our only recourse was to
proceed with the disconnection.
 
Again, thank you for allowing us the opportunity to address
this customer’s concerns. If you have any additional questions, or if we can be
of further assistance, please call us at [redacted] 
 
Sincerely,
 
Ms. ** C[redacted]
Customer Relations & Policy
Dominion Energy Virginia

[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 me.  I received a check from Dominion on 7/24/14 for reimbursement for the repairs I had to perform after their service work. I appreciate Dominion accepting responsibility for their actions.
Regards,
[redacted]

[redacted]
Attachments9:53 AM (3 hours ago)
 
to me 
 
RESEARCH: 
The customer was dropped from the PIPP plan on 12/20/2013 due to not making her past due PIPP payments by 11/18/13. This is explained on all of her prior bills....

At that time the customer needed to pay $154.50 and it was due by 12/9/2013. 
 
Due to the customer being dropped from the PIPP plan, the customer will now be billed current charges not the PIPP plan amount. On the 1/2014 bill there is no longer the PIPP plan on her bill. 
 
A HEAP payment posted for $282.00 on 2/11/2014. This payment in turn set the customer on the current plus plan. A HEAP payment is only applied to the account balance not the PIPP plan. 
 
Payments and amount’s due: 
12/2013 bill due amount was $948.73. No payment made. 
01/2014 bill due (shut off notice) in the amount $1073.81. A payment was made by HEAP in the amount of $282.00 . This placed customer on the Current Plus. 
02/2014 bill due in the amount of $278.26 for the Current Plus. 
03/2014 bill due in the amount of $365.83. Customer payment made of $151.65. 
04/2014 bill (shut off notice) in the amount of $435.94 for the current plus plan. Customer made payment of $127.00. 
05/2014 bill (shut off notice) in the amount of $379.22 for the current plus plan. 
06/2014 bill (shut off notice) in the amount of $749.73 for the current plus plan. Customer payment of $50.17. 
07/214 bill (shut off notice) in the amount of $363.55 for the current plus plan. Customer made payment of $50.00. 
08/2014 bill (shut off notice) in the amount of $649.73. The current plus plan was dropped due to non payments. Customer made payment of $50.00. 
 
Customer was disconnected 9/2/2014. 
 
Since 9/2/2014 Customer has made 2 payments: 9/2/2014 of $50.00 and 10/1/2014 of $50.00. Her total balance is $808.65. 
 
Regarding a fixed monthly rate – If a customer is on the PIPP plan they are placed on the SCO rate, which is a variable rate. If customer wants a fixed monthly rate, once her gas is on, she can call Suppliers to inquire on this. 
 
Regarding the PIPP plan rules. This is not determined by Dominion East Ohio gas. This is a government program and the guidelines are set up by the Ohio Department of Service Agency (ODSA). 
 
10/24/2014 – Called customer to advise can pay $175 to reconnect service and explained details of the PIPP rules stated in the complaint.

[redacted] (Energy - 5) <[redacted]@dom.com>1:21 PMto me Dominion East Ohio Customer Relations has made a decision to reverse the cash only status on account number ending [redacted].  The returned check fee of $12.55 has also been removed from the account. A...

voicemail message was left for the customer advising of same. Customer RelationsAkron Eastwood

Dominion Customer Relations8:32 AM to me Hello,Below are the findings regarding Revdex.com ID [redacted]On 7/11/16 DEO left Ms[redacted] a message advising her that an email was sent to get the date of 7/20/16 and the time slot of 4-8 pm scheduled for her meter change appointment.On 7/20/16 the appointment...

was not reached and the order was removed from the technicians match unit (computer communication device in the vehicle).At 7:58 a dispatcher rescheduled the order for 7/22/16 and as an all day order. At that time the dispatcher should have called Ms[redacted] to advise her that she was rescheduling her appointment. There will be a coaching in the matter of communicating with the customer.On 7/21/16 Ms[redacted] called and stated no one showed up and at that time another order was taken and placed on hold for an evening appointment (4-8 pm). The date of 8/4/16 was the new appointment date but again the evening was not available, so an email was sent to the shop to see if minutes could be opened up from 4-8 pm.On 8/4/16 the field representative arrived at 7271 Welland at 2:43pm. Due to the configuration of the computer communication device in his truck, the special instructions (work between 4-8pm) were not seen.DEO was able to change the meter at the home on that date.DEO accepts responsibility for the errors made and appreciates that Ms[redacted] brought the issues to our attention.  The information will be used to assist us in looking at our internal processes to better serve our customers.DEO has made several attempts to reach Ms[redacted] to discuss the findings. Several voice messages were left and have not been returned.DEO does not reimburse customers for lost wages, but we are willing to offer a $25 credit to Ms. [redacted]'s account.Thank you,Dominion Customer Relations

Dominion Customer RelationsJul 25to me Hello, Below are the findings regarding Revdex.com ID [redacted] According to Dominion East Ohio records the service for this customer was turned off due to non payment on 7-11-16. The current [redacted] plus default in the amount of $334.91 can be paid to...

reconnect the service; this payment will also enroll the customer back on the [redacted] plus plan. It was explained to this customer that until the service is reconnected the [redacted] plus default amount will change monthly because a [redacted] plus amount is added to the default amount. There will be a $33.00 reconnection fee which will be billed.On 7-25-16 the company called [redacted] to advise her of the findings; a message was left on her voicemail to return our call. A letter requesting that she contact the company was also issued.Thank you,Dominion Customer Relations

Ms. [redacted] contacted Dominion East Ohio on 7-16-2015 to dispute her issue. She requested a supervisor and according to notes on account the supervisor took over the call. On 8-20-15 spoke with Ms. [redacted] to confirm with her if the issue she originally called about has been settled....

 She stated the bills were confusing after she changed the account from her deceased husband’s name.  Explained the billing to her, and apologized to her for any misunderstanding. Ms. [redacted] appreciated a call back from the company in regard to her situation.  Dominion Customer Relations

From: Dominion Customer Relations 
Sent: Monday, September 22, 2014 12:44 PM
To: '[redacted]@cleveland.Revdex.com.org'
Subject: This complaint was assigned ID [redacted].
 
This complaint was assigned ID [redacted].
Gas service was turned off  at [redacted]...

[redacted] on 6-19-2014 for non- payment.   A final bill was mailed out on 06-30-2014 in the amount of $956.25.  The service started on 04-08-2014, since beginning service there has not been any payments made to the account.  Mr. [redacted] contacted DEO on 05-22-2014 to discuss payment plans.  The customer was advised to make a payment and call back with a receipt number to set up a payment plan.  According to DEO records, no calls were received from Mr. [redacted] until 08-11-2014 when Dominion turned service off at the curb again for unauthorized usage.  Mr. [redacted] was advised he would need to pay his previous final balance of $956.25   and the unauthorized usage charge of $ 318.23 = $1,274.48 to restore service.  The customer was not eligible for a medical certificate due to the unauthorized usage and his previous account had been final as of 06-30-2014 (more than 21 days).  On 08-11-2014 a new party called Dominion requesting gas service at the same address,   this party advised us that Mr. [redacted] was moving out and she was moving in.  Dominion requested a lease agreement; we have not received the requested information as of 9-22-2014.
A telephone call was placed to Mr. [redacted] on 09-18-2014.  During the phone call, it was explained when the first time gas was turned off on 06-19-2014 for non-payment.   DEO reviewed the notes from 05-22-2014 about setting up a payment plan and receipt information of a payment was required.  Mr. [redacted] says he called in 08-11-2014 when gas was turned off and tried to set up payment arrangement, it was explained the full balance was required at that time to restore service.   Mr. [redacted] says he has not moved out and it was the person he resides with that was trying to have the gas turned on.  That party is equally responsible for   gas usage at this address too, and would need to pay for the unauthorized usage and past due amounts before gas will be turned on. /bjh

Revdex.com,
 
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
 
Our investigation revealed our field crew was performing underground work which required access to our...

transformer.  The decal on our transformer convey obstructions such as trees, shrubbery, decorative screens, or fences may become damaged or removed if they prohibit access to maintain or operate our equipment.    
Dominion contacted the customer via telephone on May 7, 2015.  The Company agreed to replace the holly bush under the condition that it is not replanted in front of our underground transformer.  On May 8, the customer received the new bush.  The customer is satisfied with the Company’s resolution.    
Again, thank you for allowing us the opportunity to address this customer’s concerns. If 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

DOMINION RESPONSE: According to our records on 9/13/2012, Ms. [redacted] called Dominion East Ohio and requested to have gas service established in her name from her husband’s name on 9/14/2012 at [redacted]. There is no record of [redacted] calling to disconnect the service...

at [redacted] until 3/28/2013.  There was also no call to DEO when Ms. [redacted] did not receive a final bill at [redacted]. 3/28/2013 -Ms. [redacted] called and was advised DEO needed access to the meter in order to end her account.  If no access was provided, she would continue to be billed for the gas service.  4/2/2013 -  An appointment was scheduled to end service and the gas was turned off at the curb box. The final bill was mailed and the account balance was $433.63. There have been no payments made on the [redacted] account. 4/21/2015 - Ms. [redacted] asked for service at [redacted].  The gas was placed in her name on 4/24/2015. The account balance from the old address in the amount of $433.63 was transferred to [redacted].  (There was no call to end the service at [redacted], therefore, [redacted] is responsible for the balance of $433.63.) 5/22/2015 – Customer called about her new account at [redacted] and needed a payment plan.  The customer was offered plans and chose to do the Budget plus 9.  To start the plan a payment of $113.00 needed to be made.   As of today, no payment has been made. The customer was also advised of the PIPP plan.  6/22/2015 - A voice mail message has been left for Ms. [redacted] to call me back regarding her complaint.Also, enclosed is a record of usage from 6/13/2012-4/2/2013. Thank you, [redacted]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

[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 me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

[redacted] (Energy - 5) <[redacted]@dom.com>8:11 AM to me  Dominion East Ohio received the Revdex.com complaint from Mr. [redacted]. Upon first review of the account, Dominion East Ohio found that we had just arrived at the property (arrival time was 5:27 p.m.) for the...

turn on appointment. Dominion East Ohio followed up with Mr. [redacted] to confirm that the technician had access for the turn on, and the customer did verify that Dominion East Ohio had arrived and the gas service was turned on at [redacted]. Mr. [redacted] was concerned with how the appointment process was handled with Dominion East Ohio and made a few suggestions for a better customer service experience. Dominion East Ohio explained that we are always striving to better our company and the customer’s experience, and the feedback Mr. [redacted] suggested was greatly appreciated and will be taken into consideration. In the complaint, Mr. [redacted] did admit he had indicated that he been without gas service for “nearly a three-week period” due to “Dominion’s incompetence.” Mr. [redacted] did confirm he did not actually call in for the initial turn on request until 2/24/15, after he had been residing at the address for approximately a week. Customer RelationsAkron Eastwood

Ms. [redacted] is moving from [redacted] in East Cleveland on 12/5/15. The account balance is $198.06.  Ms. [redacted] is moving to [redacted] in East Cleveland. The gas is off at the property on [redacted]. Dominion is requesting the arrears of the payment plan to be paid...

upfront before the gas could be turned on at [redacted]. The amount required is $154.61. Spoke with [redacted] on 12/2/15. Provided options on getting gas service turned on for the customer. Referred Ms.[redacted] to agencies that could provide emergency assistance. Ms. [redacted] appreciated the information.   Dominion Customer Relations

Dominion Program Manager reviewed and did agree the customer had a valid complaint.  Manager authorized a $50 credit to customer account.