Dominion Energy

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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I received a check from Dominion on 7/24/for reimbursement for the repairs I had to perform after their service workI appreciate Dominion accepting responsibility for their actions Regards, [redacted]

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 different attempts to gain accessMr [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/AM appointment, no instructions, no access at 8:45am 8/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/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/all day appointment, attempted, with instruction to access with Leasing office assistance or customer, DEO found no access 3:33pm left card 8/all day appointment, attempted, with all instructions, 3:12pm no access 9/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] *** (Energy - 5) < [redacted] @dom.com>9:AM to me On 2/21/a call was placed stating there was an odor outsideUpon DEO's arrival, DEO found a valve leakingThe valve was shut off and the leak stoppedThe field representative advised Mr [redacted] that DEO would be out to repair the problemAt 1:am on 2/22/Mr [redacted] called and spoke with DispatchThe dispatcher advised him that DEO's Construction and Maintenance Dept would be to the premise in the morning to make repairsOn 2/22/Construction & Maintenance arrived to repair the lineOnce the repair was made, the field technician went to the home to restore the gas2/25/DEO PUCO hotline called Mr [redacted] to discuss the findingsHis concern was the time from which the gas was turned off for safety to the time we came out to repair the line DEO attempts to restore service as soon as possible, especially considering the cold weather situationMr [redacted] stated he was pleased with the job DEO did on SundayDEO found no evidence of frozen pipes at the premise Customer RelationsAkron Eastwood

Unfortunately the local inspection on the service conversion from overhead wires to underground wires did not immediately post to the Dominion project As a result of the contact by the Revdex.com, the local inspection was verified and the work to put the service underground is showing complete

Dear Revdex.com, Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary.In my telephone contact to the customer today, March 3, 2015, we discovered a new tenant is responsible for the electric usage during the time period in question We backdated the tuservice order for the tenant to Friday, February 6, A billing adjustment was processed and both customers will receive a corrected bill very soon The customer is satisfied with Dominion’s resolution Again, thank you for allowing us the opportunity to address this customer’s concernIf you have any additional questions, or if we can be of any further assistance, feel free to call [redacted] .Sincerely, Ms [redacted] Dominion Customer Relations

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted] ***

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 BBB, 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.

[redacted] Dominion East Ohio contacted Ms [redacted] and advised that a payment of $is needed to re-connect the gas service at [redacted] AvenueMs [redacted] is to pay the $in full on 10/16/with cash at an authorized payment center locationThis payment will clear the NSF item on the account and bring her balance current Dominion East Ohio performed an analysis on the account for Ms [redacted] and discovered that the Budget Plan may be more beneficial to the customerMs [redacted] has decided to drop the PIPP plan, which was $payment per month, and set up the Budget Plan for $per month starting with the next bill cycle once service is restoredMs [redacted] was advised that the Budget Plan is reviewed periodically by DEO Customer Relations Akron Eastwood

Revdex.com,Thank you for sharing our customers' concernsThe meter at this premise is read by encoder receiver transmitter (ERT) which is gathered by a device in vans as they pass within approximately feet of the meterThis 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 meterThe meter tested within limits as set forth by the State Corporation Commission of VAthe results were discussed with the landlordAdditionally, the ERT reading and the actually meter dial reading matchThis verifies the transmissions received by van are correct.Our investigation failed to disclose any conditions which would indicate the customers' bill is incorrectWe 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>8:AM to me Dominion East Ohio received the Revdex.com complaint from Mr [redacted] Upon first review of the account, Dominion East Ohio found that we had just arrived at the property (arrival time was 5:p.m.) for the turn on appointmentDominion East Ohio followed up with Mr [redacted] to confirm that the technician had access for the turn on, and the customer did verify that Dominion East Ohio had arrived and the gas service was turned on at [redacted] Mr [redacted] was concerned with how the appointment process was handled with Dominion East Ohio and made a few suggestions for a better customer service experienceDominion East Ohio explained that we are always striving to better our company and the customer’s experience, and the feedback Mr [redacted] suggested was greatly appreciated and will be taken into considerationIn the complaint, Mr [redacted] did admit he had indicated that he been without gas service for “nearly a three-week period” due to “Dominion’s incompetence.” Mr [redacted] did confirm he did not actually call in for the initial turn on request until 2/24/15, after he had been residing at the address for approximately a weekCustomer RelationsAkron Eastwood

September 25, Revdex.com, Thank you for bringing this customer’s concern to our attentionWe appreciate the opportunity to research and investigate this issue We regret the customer was inadvertently set up at the wrong address; however, the correct billing adjustment has been made and explained to the customerAdditionally, Dominion applied a goodwill credit toward the customer’s account and placed the customer on a suitable payment arrangement Again, thank you for allowing us the opportunity to address this customer’s concernIf Customer Relations may be of further assistance to you or the customer, please call us at [redacted] Sincerely, [redacted] Dominion Virginia Power 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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted]

[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 $ The current active account is on a budget plus payment plan for months The plan was established on 8/26/ The payment is $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 $The account was closed on 7/06/ The new account was opened on 7/18/and the old balance of $was transferred This is within the statute and the customer is responsible for the balance Customer Relations Akron Eastwood

Customer Information: [redacted] ** [redacted] The Basic Service Charge is a PUCO-approved charge for all DEO customers for a billing period or portion of a billing period DEO does not prorate the BSC, nor will we waive it Regardless of the amount of gas used, the Basic Service Charge is billed on each statement generated, whether it is for a month or any portion of a month, as long as the meter remains open and the account is active or on a final billAs a one-time courtesy, the Basic Monthly Charge for the 2-day billing period was removed in this instance onlyThis is not the procedure and is not a change in the approved charge 9/10/DEO called to discuss the findings with Ms***Left a voice message

Revdex.com,We have reviewed our customer's concerns and contacted her directlyDominion offers several payment options to customer's who have difficulty paying past due bills for electric serviceUnfortunately, 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

Thank you for an opportunity to review the held deposit on this account We agree the deposit can be refunded A full refund in amount of $ [redacted] will be mailed to the customer tomorrow

ID [redacted] On 08/19/an order was initiated to cut/abandon the service for a three year cut This order was generated for safety reasons [redacted] called to request service to be turned on 08/25/at [redacted] ***, Cleveland, Ohio During the phone call, the customer was advised there were two charge off amounts which needed to be paid before service could be turned on The total of the two amounts: $2, On 08/27/DEO turned off service and cut the service line On 08/28/ [redacted] contacted DEO advising the payment of $2,was made Also, was advised, there was possible unauthorized at the location There was no active account since [redacted] was advised the company would need to inspect the property and advise of the requirements to provide service to the premise The customer was advised the meter would need to be moved to the outside The amount owed for the unauthorized usage is $2, Ms [redacted] was aware the gas was on at [redacted] *** Per the service tech notes, access was refused She called on 09-09-and asked what she needed to do to get her gas turned back on Ms [redacted] was not receiving bills for the [redacted] *** address, because Dominion showed that address as a final account Due to the unauthorized usage and lack of cooperation on the part of the customer to provide access to the meters, Dominion is requiring the customer have the meter moved outside at the owner expense (See attachments)/bjh

Dominion East Ohio will review the claim and return findings to the customer This process may take up to thirty days to complete Customer Relations has contacted the customer by telephone and advised of same Customer Relations Akron Eastwood

In the past months the account has had all actual reads from the AMRThe most recent bill was the coldest billing period in monthsThe bar graph on the 3-bill, displayed the usageThe actual read on 3-was On 3/the customer called and spoke with an agentA customer read was provided as which was lower than the actual read on 3-The agent explained how to read our meter• read and write down the number shown on the dials from left to right• When the dial is between two numbers, record the smaller number• When the dial is between and 0, record as the smaller numberAn appointment for DEO to come out and reread the meter was scheduled for 3-The read on 3-was verified at The account has been reviewed The customer read on 3-could have been which is line with the actual read on 3-and 3-The daily usage for the current month was mcf per day The customer did record a customer read on our website on 1-at The actual read was the same date as There is no customer read posted since the 1- Customer RelationsAkron Eastwood