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.
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]

DEO has scheduled a turn-on order for [redacted] for 7/24/2015 at [redacted] Street in Akron, OH  44306.  Ms. [redacted] has been advised that an adult will need to provide access from 8 am to 12 noon on 7/24/2015 for the turn on to be completed.

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.Meter was replaced on 1/28/2015.  When I contacted Dominion Power on 2/5/2015 I was informed that removed meter had a "bad ert" which usually results in necessary adjustments to billing statement.I am requesting further investigation into this matter.Sincerely,[redacted] 
Regards,
[redacted]

This complaint was assigned ID [redacted].
IN RE:  REFUND ISSUE
CUSTOMER: [redacted]
ADDRESS: [redacted]
 
Dominion East Ohio has issued a refund check for $562.26 on 7/15/14 and mailed the check to the service address of [redacted]...

[redacted].  If the customer does not receive the refund check after 30 days from the date of issue then the original refund check will be cancelled and a new check will be issued.
The customer has been contacted to advise the same.  Dominion East Ohio will reissue the refund check is the customer has not received the original by 8/15/14./kb

Dominion Customer Relations <[email protected]>
11:11 AM 
to me 
 
DEO received the order to turn on gas in the upper unit at 9:05 a.m.  The service was successfully reconnected at 6:05 p.m.  A good will credit has been placed on the...

account.
 
Customer Relations
Akron Eastwood

Dominion Customer RelationsFeb 12 to me Hello, Below are the findings regarding ID [redacted] The address in question is [redacted]. Ms. [redacted] held service at this address from 5/14/2010 through 4/5/2011. When the account ended the account...

balance was $1,053.08. On 6/10/2011 Dominion East Ohio sent the above balance to CBE Group Inc. for collections. On 11/17/2014, Ms. [redacted] started service at her new address located at [redacted]. Dominion East Ohio recalled the debt in the amount of $1,053.08 from collections and transferred the balance to her new account. The debt has been resolved and still showing on her credit report. Since the transfer of the debt took place on 11/17/14, it should be reflected and showing as satisfied. A manual request was submitted to have Ms. [redacted]’s report corrected. [redacted] should have the update complete within the next 24-48 hours but it may take about 14 days for it to be viewable by the customer. On 2-11-16 Dominion East Ohio contacted Ms. [redacted] to advise her of the findings. A letter was issued to Ms. [redacted] confirming that the account in question reflects a zero balance; she was satisfied with the resolution. She was advised to contact Dominion East Ohio’s Customer Relations Department at (888) 263-8989 Monday through Friday from 8 am to 5 pm with any further questions. Thank you,Dominion Customer Relations

DEO Response11-5-15 According to Dominion’s records the company made an attempt to reconnect the service on 10-29-2015.  A call ahead was made.  The Technician was waited 9 minutes for access.  He was unable to gain access. 11-3-2015 Second attempt to reconnect the...

service.  A call ahead was made to the customer.  The technician arrived and waited 7 minutes but could not gain access. 11-4-2015 We were able to reconnect the service for Ms. [redacted]. On 11-5-15 Dominion East Ohio spoke with Ms. [redacted]. Advise her  that her account has been set up on a  payment plan for the remaining balance. She stated the monthly payment plan amount is an amount she can handle. She was pleased with the resolution. Thank YouDominion East Ohio

[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]

Dominion Customer Relations9:54 AMto me Hello, Below are the findings regarding Revdex.com ID [redacted] On 5-17-16 Dominion East Ohio removed the $112.00 investigation fee plus the applicable tax that was billed to Ms. [redacted]’s gas account. This business decision was made due to the service...

being turned off at the outside curb box on 4-21-16. There is a possibility that the service was not turned completely off. The gas usage that was billed for the time period of 4-21-16 through 5-16-16 in the amount of $33.69 will stand. The adjustment reduced the final balance from $426.17 to $309.01. On 5-17-16 the company called Ms. [redacted] to advise her of the findings. She was quoted $309.01 to reconnect the service. She stated that $150.00 was paid on 5-16-16. It was explained to her that once the payment post to the account  her  balance will be reduced to $159.01 which will also need to be paid in full  before the service can be restored.  Thank you,Dominion Customer Relations

This complaint was assigned ID [redacted].
 
The customer’s check has cleared successfully.

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.
[redacted]11:04 AM I submitted complaint #[redacted] and received an email that the complaint has been closed due to my lack of response. I would like to reopen the complaint as the issue is not resolved. I had an unexpected death in my family and fell behind in my emails. I read the response from Dominion and do disagree with the following portions of their statement:"On 7/8/15, DEO reviewed a call from 2/7/14 where [redacted] was calling regarding a payment made on an ex-boyfriend's account.  At that time, the DEO representative informed Ms. [redacted] that she had an outstanding balance with the company from the service address of [redacted] Street in Cleveland, Ohio.  [redacted] stated she would like to place the balance on a payment plan, so that she could begin service at her new address. The representative advised Ms. [redacted] of the dates of service, which was from 4/3/08 to 5/3/11.  [redacted] advised the representative that she did not live at the [redacted] Street address that long and that the dates were incorrect." In response to this statement, I do not recall the details of this phone call that took place in 2014, but I do know that I initially believed the error was due to an account I may have held very briefly several years ago. I was not sure that I had gas service on at this address, which I believe was on [redacted] Street and I was pretty sure utilities were not on in my name. I lived there less than a month. If I did agree to a payment plan at the time of this call (I do not recall), it was because I needed to start gas service at [redacted] Boulevard and had to agree to a plan in order to start the service; I lived on [redacted] Boulevard for several years and paid all of my bills, never receiving a bill for this account or being contacted about it until I opened this investigation. If there was a payment plan put in place in 2014 during that phone call, and Dominion had my current address and phone number at that time, why was I never sent a bill for this account? And how is it that this account was opened in the first place, without any Identifying documents or verification? Their response goes on to say:"DEO contacted [redacted] to advise the call had been reviewed.  Ms. [redacted] stated she never lived at  [redacted] Street in Cleveland, and that she was getting it confused with the [redacted] Boulevard, Cleveland address.  She stated she is still proceeding with the ID Theft investigation."I did not state that I was getting it confused with the [redacted] Boulevard address, but rather I could have been thinking the bill was generated during the time I briefly lived on [redacted] Street. Again, my stay at that address was very brief and I do not remember the year nor the house number of that address, but I do not believe gas services were started in my name at that address. "DEO has advised [redacted] that she will need to submit a photo ID, copy of her Social Security card, proof of residency during the time of the disputed usage (4/3/08 – 5/3/11), an affidavit and reference number from the Federal Trade Commission and a signed police report.  Ms. [redacted] can contact the Federal Trade Commission (FTC) at (877) 438-4338 to request the affidavit to be mailed out." Submitting Photo ID and Social Security Card, as well as the FTC affidavit are not an issue. I filed and obtained a copy of the police report, which is now being investigated by the Financial Crimes department of the Cleveland Police, but the officer I spoke with told me they do not sign the reports and that anyone can request a copy of the report if they have the report number ([redacted]). Showing Proof of Residency during the time of disputed usage is the biggest obstacle I am facing in disputing this account. I contacted the IRS, but they only have tax returns for the past 3 years. I requested a "tax transcript" for those years, but the transcript I received reflects the same. I am attempting to locate school records or some other acceptable form of Proof of Residency during these dates. I have federal student loan promissory notes during these years and will submit them, but am unsure if they will qualify as acceptable documents. The unexpected death in the family did put these matters on hold for me, but this is definitely unresolved and I would like to proceed with the complaint. I will do what I can to prove that the account does not belong to me, but I would like to know what DEO is doing to prove that the account was opened with my authorization. If they can pull phone calls, where is the call that started this service? I need to show proof now that I never lived there; did they not require proof at the time service was started that I did live there? If I have to submit a copy of my ID and Social Security now, wouldn't those documents have needed to be submitted then as well? If these documents were submitted at the time the service was started, I would need to know about that. And if they were not required/submitted, DEO was being negligent in opening this account without proper authorization.Please let me know how to reopen this complaint. Thank you for your time and consideration of this matter. [redacted]
[redacted]

Dominion Customer RelationsAttachments8:49 AMto me Ms. [redacted] [redacted] Revdex.com ID [redacted]. RE: [redacted] The issue was the agent that made the billing correction on 4/28/16 did not recall the debt...

from the collection agency. The agencies were still attempting to collect on the difference between the re-bill and the original bill amount. On 11/15/16 the amount was manually recalled.  Dominion Customer Relations contacted [redacted] on 11/15/16. We apologized for our error. We sent a letter to Ms. [redacted] confirming this issue has been resolved. (Attached)   Dominion East OhioCustomer Relations888-263-8989

Originally the customer letter of credit from previous electric utility company was sent to an incorrect e mail address.  Unfortunately Dominion has no way to retrieve or forward correspondence sent to an invalid e mail.  Since the initial complaint to the Revdex.com, the customer letter of...

credit has been received and a full refund of the deposit has been processed.  The customer should receive a check in the mail very soon.

Revdex.com, Dominion is already in contact with our customer regarding his request for reimbursement. Reimbursement is not yet determined but our customer has contact information for status updates. Customer Relations & Policy is working with our customer to insure...

prompt resolution. Sincerely, C. B[redacted]Customer Relations & Policy

[redacted] (Energy - 5) <[redacted]@dom.com>Jan 27 to me Ms. [redacted] has been contacted and a new refund check has been requested in Ms. [redacted]’ name.  The refund check should be issued this week.  DEO Customer Relations will stay in touch with the...

customer. Customer RelationsAkron Eastwood

[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]
I would like to drop the complaint - I found the cause of the issue of the high bills, and it is not related to Dominion power, but to a HVAC company that wrongly installed an electric furnace.  Dominion was very helpful is resolving the issue.best regards,[redacted]

Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond. The Customer Relations & Policy Department previously attempted to assist this customer with their concerns regarding high bills. ...

Dominion certainly understands their concerns as no one wants to pay for more electricity than they feel they have used.  Therefore, after they contacted Dominion their account was thoroughly reviewed to assure billing accuracy.  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.  In most cases, a decrease in average temperature can attribute to an increased amount of electricity used for heating.  Additionally, our investigation did not reveal any information that would indicate this account has been billed incorrectly.  However, to ensure the meter serving this home was recording accurately we performed a meter test on April 18, 2016 which confirmed the meter was recording properly. These results were communicated to the customer via a door tag left at their residence and by Customer Relations via telephone on May 5, 2016.  In addition to this conversation Customer Relations attempted to contact the customer several times via telephone and email requesting a return call to our department to discuss their concerns but never received a response. The bill referenced by the customer is comprised of a running balance that has accumulated over several months and is not the result of an abnormally high monthly bill.   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 any further assistance, feel free to call [redacted] Sincerely,  Daniel G[redacted]Customer Relations & Policy SpecialistDominion Energy Virginia/ Dominion Energy North Carolina

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 7/25/14 of the security deposit and it being billed in three installments. Ms. [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 $23.58. 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 rider. This charge is billed to all residential customers.  This is a monthly charge; therefore, it will not be waived off the customer's bill.
On 8/18/14 DEO contacted Ms. [redacted] to provide the findings; she stated she wasn't pleased. /tpd

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.
The Customer service I spoke too was rude and unprofessional. I've told them the issue of my son was having an asthma problem and that is why I had to pay the big amount of money to get it connected, but the response I received was that "Well then go take him to the hospital", I mean this is not the way you speak to a customer. I would like a copy of the conversation so if I ever decided to bring this issue to a higher court I just want something for my record. Joking around regarding my son life is a no joking matter and I believe I have the right to do this. I was begging for them to get it reconnect and I felt like I was disrespected by their services.
Regards,
[redacted]