Dominion Energy

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.I have never received a disconnect notice on my account and have never been removed from "Budget Billing".  As far as I am concerned, I have met the requirements to have my security deposit refunded, otherwise, the deposit interest would not have been applied to my account.
Regards,
[redacted]

[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]

August 17, 2016
Revdex.com,
Thank you for bringing this customer’s concern to our attention.  We appreciate the opportunity to research and investigate further.
Based on a thorough review of our records, we have determined the customer requested service turn-off on August 8,...

2016.  Dominion inadvertently billed the customer through August 11, and we apologize for this error and for any inconvenience and frustration we may have caused. Dominion has spoken to the customer and the appropriate billing adjustment has been made.  The customer appears to be satisfied with the Company’s resolution.
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]

Revdex.com,   Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.   This customer’s payment was received after the communicated please pay by date. This customer did remit payment prior to the...

disconnection of service however this order was already scheduled and ultimately completed. Once the notice has expired, customers are advised to contact Dominion to confirm the required payment amount due for reconnection and to schedule reconnection of service.   Once this customer did contact Dominion, reconnection of service was scheduled. Unfortunately, due to a planned system outage that evening, the automated process was unable to proceed. Manually intervention was attempted, and ultimately the reconnection was completed the next morning once the planned system outage was complete.   Dominion’s Customer Relations department has attempted to contact this customer to discuss their concerns.   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,   [redacted]

In order for Products & Services warranty premiums to be paid by Dominion Virginia Power to the warranty program, all customer account payments must be paid in full and on time.  Accounts with a past due balance are subject to termination of the warranty program.  Customer notified on...

4/17/15 bill of possible cancellation of the program due to past due balance on account.  Customer bill dated 5/18/15, full premium payments were credited back to customer account.  Warranty program cancelled.  Regardless of the status of the warranty program, the plan does not cover compressors.  Paragraph 6 of terms and conditions, which all customers acknowledge receipt follows.     
Dominion Products and Services, Inc’s Heating and Cooling Repair Program
Terms and Conditions
The Heating & Cooling Repair Program ("Program") by Dominion Products and Services, Inc. ("Dominion") covers all eligible residential forced air heating and cooling systems fueled by electric, gas, propane or oil in single-family residences.  

6. The following are excluded from the Program: commercial systems, boilers and water heater based systems, steam systems, geothermal heat pumps, gas engine driven heat pumps, or radiant floor/ceiling heat; routine maintenance such as coil cleaning, duct cleaning, filter replacement, condensate drain clearing and seasonal turn-ons/turn-offs; add-on components including humidifiers, electronic or electrostatic air filters, electronic zoning systems, ultraviolet light systems and condensate lift pumps; auxiliary components including ductwork, grilles and registers, equipment casing/enclosures, condenser pads, snow legs, flues and chimneys. The following coverage limitations apply: The repair/replacement of compressors, indoor and outdoor refrigerant coils and heat exchangers will be limited to the manufacturer’s parts warranty period. Refrigerant leak repairs occurring in areas other than indoor and outdoor refrigerant coils will not be made for systems greater than fifteen (15) years of age. Dominion reserves the right to make final coverage eligibility decisions.

[redacted] (Energy - 5) <[redacted]@dom.com>
Nov 19 
The customer has received numerous disconnection notices on her billing.  There  has been notice given to the customer by telephone prior to the notice in November.  The customer did not make...

payment until the service was disconnected on 11/12/2014.  There had been no contact from the customer. Ms. [redacted] has paid the WRO amount of $175.00 and her service has been restored.  A current plus payment plan has been established on the account.  There will be no credit on the reconnection fee.
 
 
Customer Relations
Akron Eastwood

Revdex.com,We have contacted our customer and reviewed his concerns in great detail. Several processes are being taken to ensure the customer is being billed accurately. Dominion will maintain contact with our customer until all concerns have been appropriately...

addressed.[redacted]Customer Relations & Policy

Revdex.com,We have reviewed our customer's concerns and contacted her directly. Dominion offers several payment options to customer's who have difficulty paying past due bills for electric service. Unfortunately, our customer has not fulfilled requirements to enter into further payment...

arrangements.We have advised our customer of available options to prevent interuption of electirc service.Sincerely,[redacted]Customer Relations & Policy

Dominion Customer RelationsJul 5 to me Hello, Below are the findings regarding Complaint #[redacted]. Dominion East Ohio spoke with [redacted] on 7-1-2016 to advise her that a payment will be required before the service can be reconnected. It was explained that either the debt...

on the final account must be paid in full, or once the lease is received the company can back date the new account to the effective date on the lease. She advised the company that they have all resided at the address in question since 2012. This is an issue that must be resolved amongst the family members.  Thank you,Dominion Customer Relations

On 6/8/15 DEO turned off gas to this residence for Unauthorized Usage. That same day, Mr. [redacted] went online and scheduled a turn on for the next day. On  6/9/15 DEO went to the premise and found there was a house line leak. On 6/10/15, Mr. [redacted] went online and...

attempted to schedule the House Line Leak Repair order stating the leak was repaired. 6/11/15 Mr. [redacted] called and stated leak was repaired. At that time DEO advised Mr. [redacted] of the Unauthorized Usage here from the previous account that was just disconnected. DEO shows that Mr. [redacted] has been at this property since at least 2014 with his girlfriend. This matter had to be investigated, therefore slowing up the turn on process for Mr. [redacted]. On 7/15/15 Mr. [redacted]'s ex girlfriend [redacted] (the previous account holder) was billed for the Unauthorized Usage. She states that Mr. [redacted] moved in, and she moved out. This type of Turn On order (Turn on- House Line Leak Repaired) is a same day, all-day order. So Mr. [redacted] would need to be at the premise from the time the order is dispatched until possibly midnight. If Mr. [redacted] couldn't be present, anyone over the age of 18 could let the DEO representative in. 7/22/15 DEO has tried several times today to reach Mr. [redacted] to have the gas at [redacted] turned on. 7/23/15 the gas is scheduled to be turned on today.   Dominion 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.   Dominion regrets that this customer’s account was closed in error. We apologize for any inconvenience this may cause. As...

requested, additional “flags” have been placed on this account in an attempt to prevent this from happening again.   Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted]   Sincerely,   Daniel G[redacted] Dominion Virginia Power

[redacted] **  [redacted]
 
Mr [redacted] requested gas service to begin on 4/3/2014 at the address of [redacted] in the city of Lakewood.  A new customer must establish their own credit worthiness and is subject to a security...

deposit.  At this particular unit the deposit amount is $98.00 and is billed in three installments on the first three billing statements.
 
During the time frame of 4/3/14- 7/1/14, the customer did not contact DEO in regards to paying his account. There are several options listed on the billing statement.  A payment plan was set up on 6/14/14 to help break down the balance and avoid a disconnection because no payments had been received. 
 
On 7/1/2014, Mr. [redacted] contacted DEO by email and requested to cancel his gas service.  A return email was sent with instructions on how to cancel the gas service using DEO’s website.  The following day, a second email was received from Mr. [redacted] stating that his pin# or the last four digits of his social security number were incorrect.  DEO immediately updated the information so the account could be enrolled in the online service. 
 
Mr. [redacted] believes that he is being over charged and should only pay for what gas he has consumed. DEO has explained to Mr. [redacted] several times that he is only being charged for the gas he has used and the security deposit. The customer is also incurring late payment charges because timely payments have not been received.
 
DEO has also explained that we do not report to the credit bureau on a monthly basis on his account status. Failure to pay his final bill would be the only reason negative credit would be reported.  DEO left a message for Mr. [redacted] to return the call to go over the account.
 
9/10/14:
DEO reviewed the deposit requirements for this apartment and verified that a range is the only gas appliance.  The original deposit amount of $98.00 was lowered to $33.00 based on the historical gas usage.  Mr. [redacted] has already paid for the original deposit of $98.00, so his account has been credited in the amount of $65.00.  Mr. [redacted] made a payment in the amount $102.65.  His current account balance is a credit of $65.00.
Mr. [redacted] did not return DEO’s phone call to discuss his account.

Dominion Customer Relations11:16 AM to me Hello, On June 15, 2016 the company provided a response regarding the customer’s dispute; at that time this customer was advised that the reconnection fee will not be waived.  As reported on June 15, 2016 the charge will stand Thank you, Dominion Customer Relations

Revdex.com,Thank you for brining this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.Dominion and/or its contractor(s) have been in communication with our customer attempting to resolve this claim. We will continue to communicate...

with our customer to proactively address their concerns and claim.Again, thank you for allowing us the opportunity to address our customer’s concerns. If you have any additional questions, or if we can be of any further assistance, feel free to call 1-800-938-2118.Sincerely,Daniel G[redacted]Customer Relations & Policy SpecialistDominion Virginia/North Carolina Power

On 7-27-15 Dominion East Ohio spoke with this customer regarding the meter spot for new service; the service order was completed 7-31-15. On 11-25-15 the company mailed the application packet to the address that was on file. Mr. [redacted] contacted the company on 12-1-15 and requested that the application packet be emailed to him. The contractor completed the installation of the service line and tie in on 12-5-15. On 12-5-15 the company went out to turn the service on; upon arrival the customer requested that the company leave all the appliances off. On 12-7-15 Dominion East Ohio called Mr. [redacted] to advise him of the findings but there was no answer. A letter was issued to the customer requesting that he contact customer relations. Thank you,Dominion Customer Relations

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
   This information is incorrect. I have been the leaseholder on the apartment in question since the end of October of 2015. To verify this information, you can contact [redacted] my property manager at [redacted] Her contact email is [redacted] and her contact number is [redacted]     My service was disconnected for nonpayment, which I understood was my responsibility to fix, and I paid off my outstanding balance in an effort to have my electricity turned back on. I spoke with at least six different individuals at the company in an effort to do exactly that. Many of them could not tell me what the problem was with turning the power back on, and those that did had opposing opinions. One of the individuals I spoke with told me that after disconnection that they removed the meter because they suspected tampering because of increased and continued use of the meter.     At this point, I was staying in Ohio and not using any power at my apartment. I am more than 8 months pregnant, so I have doctor records and you can contact my work office for more documentation that I was not present in the state of Virginia during the period when the charges were accumulated. The contact email for my office manager is [redacted]    The last person I spoke with at the company informed me that their company does not provide any opportunity to dispute the charges. Her response was that if I was the sole leaseholder on the apartment at the time of the charges, then regardless of where I was, or the fact that they chose to leave their meter unprotected and outside of a large apartment building, then I am responsible for paying the charges accrued on that meter.     Thank you for your time and effort in this matter on my account.

[redacted] has had numerous accounts with Dominion East Ohio.  Each account carried a balance due forward to the next account when the account was closed.  The balance owed to Dominion East Ohio by Ms. [redacted] is currently $860.84.  The current active...

account is on a budget plus payment plan for 12 months.  The plan was established on 8/26/14.  The payment is $147.00 per month.  If Ms. [redacted] is eligible for the HEAP, PIP program she will be encouraged to apply.  The balance transferred was from a previous address in the amount of $946.34. The account was closed on 7/06/2010.  The new account was opened on 7/18/2014 and the old balance of $946.34 was transferred.  This is within the statute and the customer is responsible for the balance.
 
Customer Relations
Akron Eastwood

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.
I was getting ready to write an email stating that I had not received the email in my INBOX that Dominion sent on Oct. 29th  but I checked my SPAM folder & there it was in my Spam folder. Dominion claimed in an earlier message that "  it is undisputed that DEO did not unplug the freezer and we have been provided no independent evidence that [redacted] did." Well I do dispute that claim because the only 2 people around my gas meter & freezer & where my freezer plugs in at that day was a Dominion employee & their contractor [redacted]. $100 in compensation does not cover my losses. When we discovered that the freezer had been unplugged 5 days later a lot of things had un thawed. Blueberry juice, blood, etc, had drained out of packages & was all over everything laying in the bottom of my chest freezer. We immediately took everything out of the freezer, washed the liquids from the inside of the freezer, then put the items that didn't seem to thaw much back inside. The thawed items went to the garbage man the next morning because the thawed meat items had a brownish look to the outside & a little bit of odor. When my wife called Dominion about the situation a few days later the Dominion employee took her statement & told her that she would forward the information to the right party, she did not tell my wife about saving the items, taking pictures, etc,, It was too late anyways because we had already threw everything away. After seeing Dominion's response this evening I went to my basement & took a roll of burger out that did not thaw much when my freezer was unplugged in July. I cut it in half & took the wrapper off 1/2 of it. It is brown on the outside but not as brown as the meat I threw away.The picture was taken while it is still frozen & it is not that good of a picture.When you look at the pc. on the right in person it looks a lot more brown than it does in the picture. It looks like I am going to have to throw this meat away too, I would not want to take a chance of getting sick from eating spoiled meat. $100 would not replace the food that I thought survived Dominion unplugging my freezer, leave alone the things I already threw away.
Regards, 
[redacted]

Hello, On 8/10/2015 I called and spoke with [redacted].I advised I scheduled his order for the turn on for today – 8/11/2015 - from 8 am to noon.I advised I needed an adult on the premises.Mr. [redacted] was very thankful we were able to schedule his turn on for today...

8/11/2015.  [redacted]Customer Relations SpecialistPUCO Compliance Investigator[redacted]

Hello!  On 6/30/2015 Mr. [redacted] scheduled to turn off the gas service at [redacted] Rd on the date of 7/13/2015.  The customer did want a sooner date, however, our schedule was booked.  The customer was advised we needed access to the meter because the meter is inside the...

home.  7/2/2015  Mr. [redacted] advised DEO he would have the new party call and transfer the service at [redacted] Rd which would in turn end his service. No one called to transfer the service which left the service in Mr. [redacted]’s name.  7/13/2015 – DEO went to the address, the technician called ahead and the call was answered.  When we arrived at 10:57 am we were not able to gain access into the home to get to the meter. The technician left the home at11:10 am with the service still on.  7/28/2015 – DEO sent a truck out to turn off the service at the curb box however, the technician could not find the curb box to turn off the gas.  The gas remained on until 9/2/2015 when a specialized curb box truck and Technician went out and dug up the ground to locate the curb box.  We were finally able to turn off the service.  ////////////////////////// Resolution:  It is the responsibility of the customer to let DEO into the meter to turn off the gas if the meter is on the inside if they want to end service.  Our standard operating procedure is not to turn off the gas at the curb box because we can not always get to the curb box, as it was in this case.  There are times when the curb box is covered up by dirt, tree roots, concret and even cars.    The gas was finally turned off on 9/2/2015 when the curb box was dug up and found.  The decision was made that we will end Mr. [redacted]’s service as of 7/28/2015.     9/4/2015 – I called and spoke to [redacted] and explained the situation.  I advised his final bill will be $25.64.  He said he understands and thanked me for helping him.