Dominion Energy

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] 
October 20, 2014
 
[redacted]
[redacted]
[redacted]  [redacted]
 
[redacted]
[redacted]
[redacted]
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Re:  Dominion Virginia Power Customer Relations Coordinator Response to my October 9, 2014 correspondence.
 
Dear [redacted]:
Please note it is unfortunate that a resolution could not be reached.  A summarization has been prepared and itemized in this correspondence. Thank you for your time.
       
1. Yes, the utility's response a smoke screen (for appearance sake only) opportunity to a discussion of the utility account with [redacted]
 
2. The lesser amount to address the current inquiry, and terms of the agreement was unconscionable. So unfair that I could not agree to them. Gross one-sidedness in favor of DVP, the "monopoly' with superior bargaining power. DVP corporate greed appears to override consumer/customer need.
 
3. I had previously presented practical, manageable, and realistic amount/terms of agreement to address the current inquiry. 
 
4. Documentation of both proposed amounts/terms of agreement have been compiled for the Richmond Revdex.com and will be forwarded to you.
 
5. The lack of Customer Service Excellence by [redacted], [redacted], was down played.
 
6. When formidable and historical monopolistic institutions such as the [redacted] and the [redacted] can be held accountable/reprimanded for business ethics and practices, errors, and misdeeds, utility corporations such as Dominion Virginia Power should be investigated and held accountable too.
7. Upon reviewing [redacted] Dominion Resources (DVP) time has come.
 
SUMMARY OF PROPOSED AMOUNTS/TERMS OF AGREEMENT PROPOSED                            
I. Credit Inquiry proposed amounts/terms of agreement per [redacted], [redacted]
$538.02 credit inquiry amount. Apply $104.00 of my currently held $200.00 deposit. I pay
$300.00 upfront for service restoration. The balance of $134.02 to be paid in 6 month  installments. DVP will retain the $100.00 remainder of my deposit.
 
II. Credit Inquiry proposed amounts/terms of agreement per [redacted]
$538.02 credit inquiry amount. Apply $104.00 of my currently held $200.00 deposit. I pay $200.00 upfront for service restoration. The balance of $234.02 to be paid in 6 month installments. DVP will retain the $100.00 remainder of my deposit.
 
Please note I asked [redacted] to include this information in his response to the Richmond Revdex.com filed DVP complaint. To work in the DVP ever-present cloak of secrecy is nothing more than a diversion of hiding the truth/facts. Furthermore, I requested to hear an alleged DVP August 2014 conversation, in which was alleged that I agreed to a payment arrangement. This request was avoided/denied too.
 
Currently my DVP services have been disconnected for over 10 days, which provides for the entire $200.00 deposit to be applied to the $538.02 credit inquiry amount.
 
Please note DVP EnergyShare and/or emergency funding is not available through the Salvation Army/church affiliations which I have contacted. Assistance with my utilites through family/friends is manageable in the least reasonable amounts.
 
My proposed budget is manageable, realistic, and practical to all involved. Had the alleged August 2014 DVP Customer Services Representative, or Customer Relations & Policy Associate, [redacted] utilized Customer Service Excellence this matter would have not escalated to this point.
 
My resolution, a restoration of service as soon as administratively possible with an equitable, fair, manageable, realistic, restoration fee and installment plan. Customer Service and delivery of services be accountable governed by accountability and responsibility to the customers which must rely on DVP.
 
Respectfully Submitted,
[redacted]
 
[redacted]
      [redacted]
      [redacted]
      [redacted]
      [redacted]

The gas service was shut off on 8-11-15 for credit reasons. On 8-12-15 Dominion did speak with [redacted].  A quote for turn was given for $430.  The account holder at the time was not [redacted]. The account holder is [redacted]. Dominion does require the account holder to make...

the request for turn on.  The issue with the agents will be addressed as a coaching issue.Dominion does want to provide the information to our customers however a request for turn must come from the customer of record.  Adding [redacted] as a co-applicant allows us to handle all requests from her as well. On 8-14-15 the required payment was made. [redacted] was added to the account as a co-applicant. The gas service is scheduled to be reconnected 8-17-15. Spoke with [redacted] on 8-17-15. Confirmed the gas will be reconnected today. The charges were reviewed with the customer. An outstanding debt of $394.03 was found under [redacted] name from a previous address. That debt will be moved to G[redacted] since her name is now on that account as a co-applicant.  The debt will become part of the balance however will not change the PIPP amount due.  The customer will call me if she decides to get off PIPP and get on payment plan. As a onetime courtesy, the reconnect fee of $33and security deposit of $77 will be charged.The customer was satisfied with the resolution.   Dominion Customer Relations

Revdex.com,Thank you for sharing our customers' concerns. The meter at this premise is read by encoder receiver transmitter (ERT) which is gathered by a device in vans as they pass within approximately 1000 feet of the meter. This is the reason the customer will not see a meterman...

visually read the meter.Today, a service investigator as well as a meterman met with the landlord and tested the meter. The meter tested within limits as set forth by the State Corporation Commission of VA. the results were discussed with the landlord. Additionally, the ERT reading and the actually meter dial reading match. This verifies the transmissions received by van are correct.Our investigation failed to disclose any conditions which would indicate the customers' bill is incorrect. We understand his concern in this matter, but in view of our findings, no adjustment/refund is warranted.Please contact Customer Relations & Policy for further questions.Sincerely,[redacted]Customer Relations & Policy

[redacted] (Energy - 5) <[redacted]@dom.com>Mar 19to me  DEO contacted Ms. [redacted] in regards to access issue at her father’s home. DEO apologized for our representatives not offering all the available appointment options. Ms [redacted] wanted to have the safety...

inspection completed during the month of July and DEO is able to accommodate this request. Ms. [redacted] will call back in the month of May to schedule the exact date and time for her appointment. Ms. [redacted] was satisfied. Customer RelationsAkron Eastwood

[redacted] [redacted] (Energy - 5) <[redacted]@dom.com>11:55 AM to me The disputed amount covers gas usage at the address of [redacted] Down for the period 3/7/2013 thru 9/9/13. This account was transferred to the property owner Mr. [redacted] through the landlord...

reversion. This customer had a Landlord Reversion on the property which automatically transferred into his name upon the departure of the tenants. He did not request removal of that nor did he call Dominion to advise that the property was no longer his. Gas was turned off through the non-payment disconnection process. After verification the Mr. [redacted] was not the premise owner during the time period above, the charges have been reversed and a corrected bill has been sent to Mr. [redacted] at his current mailing address.  Customer RelationsAkron Eastwood

September
7, 2016
RevDex.com,
Thank
you for bringing this customer’s concern to our attention.  We appreciate the opportunity to research and
investigate further.
The
Company made telephone contact to the customer and discussed the deposit
issue.  The...

customer was charged a
security deposit after the Company’s billing and payment assessment. Based on our
records, the previous security deposit was applied to the customer’s account on
March 31, 2010.
Additionally,
the Company shared ways to conserve energy by using the Company’s recommended
thermostat settings for the winter and summer (68 for heating and 78 for
cooling) and to ensure home appliances, such as their heat pump, are functioning
properly.  To learn more about energy
conservation, the customer may contact our Customer Service Center at [redacted] or visit our website at www.dom.com and enter “Energy Saving”
in the search field.
Again,
thank you for allowing us the opportunity to address the customer’s
concern.  If Customer Relations and
Policy may be of further assistance to you or the customer, please call us at [redacted]
Sincerely,
Greg W[redacted]
[redacted]
[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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]Failure by Dominion to log and retain my cancellation of 2008 is unacceptable. The address they used for the billing was one that I hadn't used since 1998. Further my utility bills for [redacted] were received at [redacted] as I lived in [redacted] from 2003-2005. The address they used was on that was linked to my 4 unit in [redacted] which I sold in 1998 when I bought a duplex in [redacted], where I received my bills. When I sold that to buy the one on [redacted] I cancelled my reversion clause there as I did with the 4 unit I owned. Further why would Dominion continue to put the bill in my name after the $47 bill in 2010 was not paid but returned because of a bad address, for all they know I could have passed away. I had offered to settle the $47 bill just to get it off my credit report, it's their mistake to keep charging an account that is unresponsive.  That's just bad business. I am 63 years old, I am offering to pay the 2010 $47 bill jst to clean up my record. Nothing more.

[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. 
Regards,
[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]
I dispute this explanation from Dominion Virginia Power.    I now know there are two accounts at this address but had no way of knowing that when I applied for service.  However DOM should have known.  On 3/12/15 I even called to ask why the former owner was still being billed.  So one of the delays they mention in our application for service is their own fault.    It was discovered on 4/13/15 that I never signed contracts for the demand meters.  Another DOM mistake.   On 4/15/15 their own representative mentioned that usage billed for Feb, March & April was for exactly the same each of those months and highly unusual.  One major item not addressed in this reply was the fact that they now claim they issued a final bill in May 2015.  The first notification we received was 12/29/15 by way of a Disconnection Notice.  That was a time span of 8 months.  So for 8 months we never received an invoice, a late notice, a phone call or any communication from DOM on a $9,399.30 bill.  Someone is covering up their mistakes!  For the record, we have no problem receiving mail as we have a secure post office box. This account has been screwed up since day one.  I spent hours trying to get things straight.  DOM screwed this up and their offer of $500 “goodwill credit” is unreasonable.    As I mentioned I have 4 pages of notes documenting my calls attempting to get this account straight.  When I called on 5/5/15 I was told by a DOM representative we would receive our final bill asap.  I received a Closing Bill with this same date about a week later.  Naturally I thought this was the adjusted final bill.  We paid it and I never heard anything from DOM until 8 months later when we received the Disconnection Notice on 12/29/15.  When I called DOM and explained above I was told their representative gave me incorrect information back on 5/5/15.  And just for the record that bill was not for outside lights as they stated in this reply.  I was told it is for a pump house however nothing is noted on the Closing Bill.    I hope this monopoly is not allowed to get away this.  They clearly screwed up and should own up to it!

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

[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: [email protected].
Regards,
[redacted]

[redacted]  DEO has determined that this is Agent error.  An attempt has been made to contact the customer in order to turn the service on today.  A voicemail message has been left with...

customer.  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]. I spoke with Mr. [redacted] and he was very helpful and understood my concern regarding the letter stating "insufficient account history" where I actually had years of history with them when the correct statement should have been "has not been a customer in the past twelve months." Thank you for the quick resolution.
Regards,
[redacted]

Revdex.com,As the customer states a meter man tested the meter at him premises and the meter was found to be working with the limits as set forth the The State Corporation Commission of VA.Additionally, the customer posed a question as to weather or not the meter had actual readings or estimates for the months of January, February and March of 2015. There are no estimated readings for those months or any month for this customers' service.Our investigation failed to disclose any conditions which would indicate the customers' bill is incorrect. We understand his concern in this matter, but in view of our findings, no adjustment/refund is warranted.Please contact Customer Relations & Policy for further questions.Sincerely,[redacted]Customer Relations & Policy?

[redacted]9:46 AM [redacted] The property restoration work was completed at this premise on April 16, 2015. Customer RelationsAkron Eastwood

Thank
You for bringing our customer concerns to our attention. There were two
individual accounts located at [redacted]. Applications
were received in March and April 2015 to backdate the billing to December 8,
2014. Bills were rendered to the mailing address on file...

which has been
confirmed with our customer to be correct. For some reason the customer
received bills for one of the accounts; however, has no record of receiving the
bills for the other account. Per customer request we faxed a copy of the April
2015 bill to the customer for their records. The customer then informed us the
usage was very high for a vacant unit. After reviewing the billing, it was
determined we would rebill the account on a different billing rate which would
reduce the amount of the bills in question. During the rebilling process, the
customer was issued a bill for outdoor lighting only and thought that
was the rebilled amount for the metered service which was not the case.  The
customer was advised of this. The billings from December 8, 2014 through May 1,
2015 were based on actual meter readings, no estimated readings. Additionally,
since the service was not placed in the customer’s name until March (due to
customer error), and had to be billed retroactively to December 2014 at that
time, and was soon after placed in a new customer’s name on May 1, this left
little opportunity for the customer to recognize the unexpected usage and
investigate.  When customers contact us regarding high bills, we attempt
to help explain the usage.  However, we are not always able to do so due
to a variety of factors. Some of the key factors to consider when comparing
electric bills are the number of days in the billing cycle, rates, and the
average daily temperature during the time period in question. 
Although
the billing amounts are correct as rendered, we do feel there were some areas
of potential improvements to the customer service experience, therefore we have
offered to apply a goodwill credit to the account.
Should
there be any additional questions, please feel free to contact our Customer
Relations & Policy department at (800) 938-2118.
Sincerely,
Mr. T.
B[redacted]
Dominion
Customer Relations & Policy

On 7/22/15 Ms. [redacted] requested the gas to be turned off at [redacted] in Cuyahoga Falls, Ohio. The appointment was scheduled for 8/5/15 between 8 AM-12 .The gas meter is inside and access to the meter was requested. Dominion arrived on 8/5/15 at 10:55 AM however we...

could not get in. On 9/1/15 Ms. [redacted] contacted Dominion concerning her turn off request. The customer was informed the gas was still on in her name and she would be billed until access was provided. On 9/3/15 the gas was transferred to a new tenant. This created a final bill for Ms. [redacted] as of 9/3/15. On 9/10/15 Ms. [redacted] was contacted concerning her final bill. As a one- time courtesy her final bill we be adjusted to end 8/5/15.  Ms. [redacted] was satisfied with the resolution.  Dominion Customer

DEO response : [redacted] was enrolled in a payment agreement on 3/31/14 automatically when the account had a supplier added. A confirmation postcard was sent 4/2/14 stating the account was placed on a current plus plan agreement for 6 months. It states the...

customer is required to $232.76 towards the arrears plus the current charge each month. Each bill states the customer was on the current plus payment plan. 
On 7/28/14 an agent spoke with [redacted]. There was a shut off notice on the 6/27 bill. The balance was $ $1,497.84 with $446.68 due immediately with an additional $306.38 by 7/15. The customer was in arrears on the pay plan. The agent noted to pay $ 279.26. The customer paid $300 on 7/28/14. This does not negate the fact that the customer had a shut off notice that required $753.06 to be paid. 
On 7/29/14 the account billed with a shut off notice. The account was still on the original payment plan. The balance was $1,243.59 with $453.06 due immediately with an additional amount of $279.26 = $ 732.32 due by 8/14. 
On 8/7/14 and 9/6/14 the property owner [redacted] was notified by post card that his property at [redacted] could be shut off. There is no personal credit information given on the notification. I am assuming the property owner may be the customers grandfather ? There is no record of a gas bill being sent to anyone other than [redacted]. 
On 8/21/14 when [redacted] called and stated he thought he was on a payment plan for $200 a month. The supervisor clarified he was behind on the plan and $ 732.32 was needed to avoid the shut off. The supervisor corrected the agents quote and clarified $732.32 was the amount. The payment agreement ended in September. 
On 9/30/14 $800 was paid. The current balance is $244.40. Dominion is willing to work with the customer on a new payment agreement. 
Two messages were left for [redacted] to return my call to discuss the issue. One on 10/2 and one on 10/3. 
Disputed Amount: $275.00 
Desired Settlement: 
There should be an adjustment to the billing owed, and credit to what was paid. 
DEO response : The payments were credited to the customer’s account. Dominion is willing set up the remaining balance on payment agreement. VLR 10/3/14. 
10/3/14 spoke with [redacted]. He states he should be compensated for the agent miss quoting him on 7/21/14. I explained the miss quote will be addressed as a coaching issue, however it does not negate the fact he had a shut off notice with the correct amount on it. He also states DEO sent a copy of his bill to his Grandfather, [redacted]. Mr. [redacted] did not see what was sent to his Grandfather, however he was told we sent a bill. He is faxing in proof of that to the Customer Relations fax. We only have record of sending [redacted], the property owner on record, the “Property Owner Notification”. A payment agreement was set up on the remaining balance. The Budget Plus Plan for 12 months at $139.36 a month starting with the next bill. VLR 10/3/14. 
As of 10/6/14 there has been no fax received from [redacted]. Completing the complaint .
 
Customer Relations
Akron Eastwood

[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. 
Regards,
[redacted]

February 28, 2017Revdex.com,Thank you for bringing this customer’s concern to our attention.  We appreciate the opportunity to research and investigate further.On February 24, 2017, Dominion made telephone contact to the customer and discussed the watch light outage issue. As of...

February 25, the very next day, the Company completed the watch light repairs. Please accept the Company’s apology for the frustration and inconvenience we may have caused the customer due to the unintentional delay in completing the lighting repair work. The Company intends to credit the customer’s account for the time period in which the watch lights were not working.Again, thank you for allowing us the opportunity to address the customer’s concern.  If Customer Relations and Policy may be of further assistance to you or the customer, please call us at 1-800-938-2118.Sincerely,Greg W[redacted]Dominion Virginia PowerCustomer Relations & Policy