Dominion Energy

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

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 concerns. If you have any additional questions, or if we can be of further assistance, please call us at [redacted]   Sincerely,   Ms. K. C[redacted]
[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]

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.

Customer Information:
[redacted]
[redacted]
[redacted] **  [redacted]
 
The Percentage of Income Payment Plan (PIPP) is administered through the Ohio Development Services Agency (ODSA) allows income eligible customer to pay 6% of the total house hold income toward the accrued...

gas debt.  It is imperative customers make their payment plan amount each and every month.  DEO follows the rules the ODSA states regarding this payment plan. 
 
During the Winter Reconnect Order (WRO) season residential qualifying customers can pay $175 to maintain or restore gas service.  Utilizing the $175 option, Ms. [redacted] was reinstated on the PIPP plan on 3-22-13.  At this time, the customer had PIPP arrears of $1083.00 minus $175.00 left a balance of $908.00 total PIPP arrears.   The customer is responsible for paying the default amount and if the amount is not paid, when the account goes through the next billing cycle the PIPP plan is dropped.  When dropped from the PIPP, customer will begin to bill for current charges due plus the defaulted amount. 
 
Ms. [redacted] billed 4-5-2013 for the default amount of $908.00, in addition to the PIPP amount of $92.00, for a total of $1,000.00 which was due by 4-23-13.  No payment was made; therefore, Ms. [redacted] was removed from the plan on 5-6-2013.  Because the customer was dropped for not satisfying the default amount, she began to bill for the current charges each month. On 8-8-13 the account was automatically placed on current plus payment plan automatically.
This action is completed to enable the customer to pay a lower amount to avoid a disconnection of service.  In Ms. [redacted] case, the lower amount was, $525.48 however the customer failed to make payments.  New usage charges continued to occur as long as the gas service is on.  If the gas is terminated, customer is still responsible for the balance.

Hello [redacted] moved from [redacted] in [redacted] Ohio to [redacted] in [redacted] Ohio. The gas was just turned off at [redacted] for nonpayment on 6/9/15. . The request for gas service came in on 6/11/15. The agent did request a lease and ID before service...

could be provided. On 7/1/15 a valid lease and ID were provided to Dominion. The delay of providing service has been reviewed and will be addressed as a coaching issue with the agents. On 7/2/15 [redacted] was contacted. Dominion offered to come out the same day to turn service on if access could be provided. Ms. [redacted] was not able to provide access. The turn on appointment is scheduled for July 7th between 8AM-12PM. A message was left with [redacted]’s mother, [redacted] to contact Customer Relations if she has any further questions.  Dominion Customer Relations

Business response:
 
 
A refund check in the amount of $67.58 was issued to Mr. [redacted] on 10/04/2013.  The check was not cashed so therefore was cancelled so as a credit could be transferred to the active account. 
 
The credit of $67.58 has been applied...

to the active account for Mr. [redacted].
 
Customer Relations
Akron Eastwood

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].

Our Claims Department has reviewed the allegations regarding [redacted] of the water line that was in question.  The damage is clearly related to corrosion.  The image obtained does depict the corrosion leak on the line and it is readily apparent the condition of...

the line is not related to our excavation.  Had the line been struck or damaged by a backhoe, there would be very clear differences; the line would be severed, or scraped, pinched etc.
 
DEO Claims Supervisor discussed this matter with the water department.  At no point did they indicate our employees admitted to damaging the line.  They advised they never actually saw the damage; we had placed a clamp over the corrosion hole to limit the amount of water that was exiting.  They advised they had assumed we cut into the line using a saw, thinking it was our gas line because of the mismarked water box.  Our employees were fully aware that this was not a gas line and at no point did we cut into the line or otherwise disturb the line.  We would not operate our saws on an active gas line without the gas being shut off.
 
The most likely scenario is that while excavating near the line the removal of dirt, previously compacted around the line, allowed for more water leakage.  Removing the dirt is not a negligent act and the existing condition of the line is what is at issue here.  Based on the foregoing, the company has respectfully denied Ms. [redacted] claim related to the water line.
 
Concerning Ms. [redacted] claim for costs associated with a contractor response to her property.  Dominion would be happy to investigate those claims further and asked the customer to forward a copy of the invoice to Mr. Saulnier for consideration.
Dominion East Ohio Customer Relations

Revdex.com,
 
Thank you for bringing this customer’s concerns to our attention. We 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 representative. Our 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 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 Customer Relations2:39 PMto me  2-23-16 [redacted]
[redacted] [redacted] Revdex.com [redacted] Dominion has reviewed and researched each of Ms. [redacted]’s concerns with providing service at [redacted] Avenue in [redacted] Ohio. We apologize for the frustration you experienced. We expect every interaction with our company to be professional and courteous.  Dominion did attempt to contact the customer to discuss these issues on 2/23/16 at 2:15 PM however there was no voicemail box set up to leave a message at [redacted]. The 2/9 appointment was scheduled on the Web by the customer and did not have a call ahead request on the order. The 2/10 appointment did have the call ahead to [redacted] and the call was made at 12:43 PM. The technician did arrive at 12:44 PM and noted he knocked on the side door. We did get the gas turned on 2/11/16 with the call ahead. Dominion does value our customers and also wants the gas turned on the very first appointment.  It is time consuming for our customers and our field personnel to make multiple trips. We will do our best going forward to provide you with the service you expect.  Dominion Customer Relations

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

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.
NO, it was NOT resolved. Every single time I made the phone call to customer service they always said they would get back to me, they never got back to me, nor did they provide any set date in refunding/reimbursing my bill. Revdex.com is my last choice - I contact Revdex.com because Dominion Power keeps ignoring me (by saying they'd get back to me and never get back to me)I will only consider this matter "resolved" at the time when I receive a check or any type of refund. 
Regards,
[redacted]

On 6/4/14 the customer billed with a shut off notice due on 6/20/14. The minimum due to keep gas on was $388.72.  On 6/23/14 a payment of $383.72 was made. On 6/24/14 a payment of $420.00 was made.  On 6/30/14 the $383.72 check was returned for NSF.  On 7/2/14 the check for $420.00...

was returned for NSF.
On 7/3/14 the account billed with a shut off notice due 7/22/14. The bill states personal checks will not be accepted.  The notice about the returned checks is noted on the bill. The amount due is $ 861.60.
On 7/7/14 the customer spoke with an agent.  A payment plan was requested. The agent first advised a plan could be set up; however, then corrected herself and stated the returned checks would need to be satisfied first before another plan could be set up. The same day, the customer spoke with a supervisor that quoted the $803.01 needed to be paid to prevent a shut off.
On 7/14/14 Ms. [redacted] called again and requested a payment agreement.  The agent quoted a 12 month payment agreement for $133.80.  This is a training issue and will be addressed.
On 7/25/14 an agent spoke with Ms. [redacted].  The customer was calling in a receipt for the payment of $133.80.  The agent advised, the NSF checks totaling $803.01 need to be paid to prevent a shut off.  The payment posted for $133.80 on 7/25/14.
On 8/13/14 the gas was shut off.  The amount for turn on was quoted $665.73.
On 8/15/14 the customer was quoted $665.73 until 8/20/14. After 8/20/14 the $724.32 would need to be paid. Once the account finals the full balance of $757.38 is required.
All calls are to be handled with professionalism and respect. The customer was made aware of the returned checks on the 7/3/14 bill and by the agent on 7/7/14.  Dominion is requiring the returned checks be paid before the gas will be turned on. The full balance is $757.38. This is amount required for turn on as of 8/22/14.
On 8/18/14 DEO spoke with Ms. [redacted].  The account and all comments have been reviewed.  The bills along with conversations advised the returned checks needed to be paid.  The checks were used to keep gas on for the June bill.  The customer stated on 7/14/14 the agent should not have quoted her a payment agreement.  She was advised the issue will be addressed as a training issue.  The conversations before and after that date stated the checks needed to be paid. It was explained the report would be forwarded of the findings to the Revdex.com./vlr

We have been unable make contact with this customer about her inquiry and apologize for any inconvenience. Dominion East Ohio attempted to call this customer again on 12-10-15 to discuss her concerns regarding the service order that was scheduled on 12-1-15. A message was left on 2 different phone numbers that the company has on record requesting that our call be returned. Multiple Please Call letters has also been issued to her home. In addressing the customer’s most recent matter, when the company contacted this customer on 12-2-15 regarding the complaint, the company advised her of what the records reflected. In no way did the company have the intention of stating that the customer was being untruthful. The company has reviewed the 2 calls that were placed to the company on 12-1-15 regarding the rescheduling of the service order. It was determined that there was no mention on either call of the technician not being able to find the door.   Thank youDominion East Ohio

Dominion East Ohio scheduled the turn-on order for Ms. [redacted] at [redacted] in Cleveland Heights for an all-day appointment today, 7/13/15.  Ms. [redacted] has been advised that an adult needs to be present at the property to provide access for the turn-on order.

CUSTOMER:        [redacted]
ADDRESS:            [redacted]
 
DEO requires the customer make arrangement for access.  The first order of 8/19/2014, the Leasing Office instructions were not on...

the order.  There were 5 different attempts to gain access. Mr. [redacted] made arrangements for DEO to  go to the Leasing Office, the instructions were on the subsequent turn on gas service order sent to the field.  The leasing office hours of operation were taken into account as noted below.
 
8/19 AM appointment, no instructions, no access at 8:45am
8/25 PM appointment, with instructions to access with Leasing office assistance, DEO found no access at 1:52pm at leasing office card left at 2D
8/26 AM appointment, with instructions to access with Leasing office assistance, DEO found  no access at 8:44am at leasing office card left at 2D
8/26 all day appointment, attempted, with instruction to access with Leasing office assistance or customer, DEO found no access 3:33pm left card
8/27 all day appointment, attempted, with all instructions, 3:12pm no access
9/2 all day, success, gas was turned on 1:16pm, red tag left off furnace turned on water heater.  
 
DEO will make every effort to turn gas on however the customer is required to make the arrangements.

[redacted],
I hope this message finds you well.  I have waited the extended alloted timeframe suggested by Dominion. of 30 dyas.  At this point, they will need to cancel and issue another check.  I would like for this check be sent with some kind of tracking number so I can follow this package when sent.  nDO you think that is possilble? I do not think the address is an issue seeing as I have receievd ans paid 1 of 2 bills from Dominon to my home address.
Please advise if ther ia nay way to track this piece of mail.
Thank you,
[redacted]

Dear [redacted] December 10,2014 On behalf of Dominion Products andServices, Inc, ("DPS" or "Company"), I am responding to theabove-referenced complaint. By way of background, Complainant's account history is as follows:a. Beginning 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, 2013 $3.992. Water Heater Repair & Replacement Program  January 2,2013 $5.953. HVAC (furnace and A/C) Repair Program January 2, 2013$9.904. Sewer Line repair Program February 18, 2013 $4.755. All Line repair Program February 18, 2013 $8.256. All Line Preferred Restoration Program February 18, 2013 $4.507. In-home Plumbing repair Program December 11, 2013  $7.95Complainantfiled the following nine separate program claims beginning in Apl'i12013. Ineach case, DPS dispatched a contractor to Complainant's home in response to theclaim:1. In Home Plumbing Repair Program April 2, 2013 Clean out food waste disposerof foreign objects and repair sink drain2.In-Home Electric Line Repair Program April 24, 2013 Short circuit in kitchen3. In-home electric line repair program April 29, 2013 Locate/replace badbreaker4.HVAC May 18, 2013 thermostat issue5.In-home electric line repair program September 25, 2013 stove/cooktop wiring6.sewer line repair program October 7, 2013 clearing of sewer line7.in home electric line repair program December 6, 2013 remove unsafe elec box8.in home electric line repair program September 10, 2014 replace 3 porchoutlets/ examine porch wiring9.In-home electric line repair program September 17,2014 2nd opinionon porch wiringAsthis account history amply demonstrates, Complainant has made extensive useofDPS's programs since first enrolling last year. In fact, to date the Companyhas spent nearly $1,700 in servicing Complainant's many claims. It 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 2014 claims for in-homeelectric work. DPS'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 work. DPS even had a second contractor verify theseconclusions. DPS employees also on multiple occasions repeated the explanationfor the claim denial to Complainant.DPSstands by its position in this matter. Moreover, the Company submits that ithas in all respects lived up to its contractual obligations to Complainantunder each of the seven programs. As 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:
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.
While I do understand when I signed up they were in the middle of changing their company policy and can appreciate they moved away from using an illegitimate way of determining a consumers risk factor. That resolves part of my issue but the main concern is Dominion forcefully requires consumers to agree to something that is not provided to them or made totally clear within a short phone call. While talking to Dominion's representative they told me two different stories about how or if a deposit is required.  If I was told I would have to wait 12 months from the last installment date I would have paid the $200.00 upfront.  I had plans for that money this spring and being falsely informed about how the refund works is not acceptable in my eyes as the consumer.  In a free market consumers are suppose to be able to choose between multiple companies.  This choice is what keeps companies competitive and helps nurture creativity to help drive demand for product.  But what the [redacted] has done is created a monopolistic market in which the electrical companies don't have to compete creating large voids in responsible business practices.  As the consumer any demand for an alternative energy supply is restricted to extremely expensive green energy options or use primitive survival techniques to boycott power companies.    Also I was told the deposit I was required to pay was $200.00 and now you’re telling me you collected $214 without notifying me.  That is fraudulent and seeing how I never received a deposit contract I have no way of proving any of this.  That is the point I am trying to make.  Dominion requires consumers to agree to something that is not readily made available to them.  But as the consumer guess what I have no choice if I want power to my house I have to agree with everything the Dominion agent says even if it is illegal.   If Dominion is truly trying to alleviate their risk by determining a consumers nonpayment risk why don’t they start by checking on the consumers credit score which is what every other company does in the US before agreeing to a credit based contract.  And guess what a person’s credit score will give you a more accurate picture of a person’s payment history.It’s time the [redacted] reviews these monopolistic utility companies and decide if maybe they have been given to much power for a business in a noncompetitive market place.    
Regards,
[redacted]