Permasil

Ninth Street, NW Washington, DC 20068January 26, 2015*** *** *** The Revdex.com K StNW, 10" Floor Washington, DC 20005-3404RE: *** ** *** *** ** *** Washington, DC *** ?????? *** *** *** Dear *** ***:This is in response to complaint #***,
regarding *** ***'s billing concerns for the above referenced accountWe appreciate the consumer's feedback and apologize for any inconvenience the customer may have experienced as a result of this matter.Please know our Billing team completed a review of customer's account records*** *** was originally established on account *** *** *** (meter ***) in errorTherefore, all bills associated with the incorrect meter *** were cancelled and a new account *** *** *** (meter ***) was set up for the customer' residence at *** ** *** ** ***.On January 7, 2016, our Billing team completed the adjustments and rendered corrected bills from May 1, to December 18, (attached)Additionally, MsHN*** spoke with *** *** when the matter was resolved.I appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,H*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Good Afternoon MrDennis,I have attached my response letter to PepcoIf you have any questions, concerning this matter I can be reached at 202-607-
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

This is in response to
complaint #***, regarding *** ***’s billing concerns for the above
referenced account. I have completed a
review of the account and would like to provide the following informationAttached is a
billing history from January to January 2018,
to assist in clarifying the
following information
All bills have been based on actual meter data, which has
been verified in our meter data management system, and reflect the usage as
registered on the meter
Review of our records indicates that a net energy meter
(NEM) *** was installed on January 30, 2017, and the customer was
approved to operate their solar system February 2, 2017. It is important to note that a NEM meter
measures the energy a customer uses off the grid and the excess generation
their system provides onto the grid.
The NEM meter does not measure total generation produced by the
customer’s system. Generation occurs on
the customer side of the meter. Any
energy generated is first fed inside the premise for use by the appliances,
electronics, lights, etc. The meter
measures only the excess energy that is fed on to the grid. The bills reflect net consumption
Negative energy consumption is reflected in the Excess
Generation Summary section of the monthly bill, showing the excess generation
carryover history. The excess is carried
over month to month until used or until the customer’s anniversary pay out
The Pepco region has
experienced colder than temperatures recently, resulting in customers
using more energy and seeing higher than bills. As
indicated on the current January bill (attached) for service period December
22, to January 25, 2018, the consumer used kwh from the grid and
provided excess generation of kwh onto the grid for a net (or difference)
of kwh, and was billed for net consumption of kwh in the amount of $
due February 16,
Regarding *** ***’s
concerns with line item charges that appear on the monthly bills, there are
three major components that make up the electric bill: Delivery (distributing electricity locally),
Supply (producing electricity), and Transmission (sending electricity over long
distances). Also included are government
charges (taxes and surcharges imposed by the government and regulators). Procurement cost adjustment is a monthly
charge or credit that ensures that *** receives no more or less than its cost
for procuring supply services for Standard Offer Service customers. As shown on the January bill, the
procurement cost adjustment rate is $per kwh. For additional details and current Pepco
tariffs, the consumer may visit the Pepco website at www.pepco.com/md-rates
If the consumer has concerns regarding the operational
efficiency or capacity of their solar system, the consumer should contact their
solar installer
I appreciate the opportunity to respond and trust this
information will serve to satisfactorily resolve the consumer’s concerns

October 12, 2016*** *** *** Trade Practice Consultant K Street, NW, 10th Floor Washington, DC 20005-3404Re: *** ***Revdex.com Complaint #***Dear *** ***:This letter is in response to your inquiry on behalf of *** *** ***I have completed my review of *** ***’s account
and would like to provide the following information.On December 12, 2014, a final bill was rendered on *** ***’s former account at *** *** ** ** ** Washington, DC *** for $(attached)The final bill was sent to the customer’s new address *** *** *** ** *** Hyattsville, MD *** as indicated on billOn March 12, 2015, we received a payment of $towards the final bill account which left a remaining balance of $Since there were no additional payments made thereafter, the account was sent to a third party collector for the remaining balance on June 25, 2015.As it relates to the customer’s inquiry regarding transferring the unpaid balance to the new address, according to the District of Columbia’s Consumer Bill of Rights, section (attached), “An unpaid balance may be transferred from a Customer’s former residential Account in the District of Columbia to the Customer’s next residential Account in the District of Columbia.” Therefore, we were unable to transfer *** ***’s unpaid balance from her old address in Washington, DC to her new address in Maryland.Further, we conclude that *** *** was fully aware of the final bill balance due since the bill was forwarded to her new address and received sufficient time to pay itRegretfully, we are unable to recall the unpaid balance from third party collectionsIn addition, we are unable to provide the customer with a credit.Thank you for allowing me the opportunity to respondIf you have any questions, please contact me.Sincerely,Shannah F

[To assist us in
bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Meter is installed but service is not turned on.Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:In the same exact document that contains an excerpt from the GENERAL TERMS AND CONDITIONS
FOR FURNISHING ELECTRIC SERVICE
IN
MARYLAND, *** *** *,it says "For residents who have not paid a deposit..." I have paid a deposit, therefore I shouldn't be charged another deposit.I paid a deposit to Pepco on account #*** in Fall of Therefore I shouldn't be charged a deposit. As well I refused to pay in portions because I paid off the entire billAs of 10/22/my balance is
- *** ***

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Complaint: ***
I am rejecting this response because:The remarks that have been recorded lack the full truth and scope of what has taken place to date with my account.I am highly disturbed, beyond disappointment, frustrated, baffled and enraged as to how PEPCO has treated me as a customer in their attempts to look like an empathetic and sympathetic business that is for the people.The issues with PEPCO date back some time ago when an incident occurred (power surge) which burnt an electrical fuse in my houseIt cost me $for which the technician stated to me I would be able to be reimbursed because it was an occurrence which PEPCO causedThey vehemently denied ownership and the problems with this giant bulky took a life of its own.After such time, the fees and charges with PEPCO continued to rise and due to job challenges, I fell behind in paymentsI sought PEPCO for a reasonable payment arrangement and I inquired as to whether a payment schedule I crafted could be accepted (which correlated directly with my pay schedule and income)PEPCO rejected my negotiations and provided me with an agreement that worked for them not for the bleeding customer such as myself that was experiencing temporary setbacksI agreed to what I can their shoddy demands to stop any disconnect activity and thus, this pattern continued up until the present time.Instead of helping me as the striving customer, PEPCO's payment arrangement consisted of paying the current bill plus an additional payment towards any past bill that was owed (divided into months to a certain year period)Their working together actions encompassed what would be the best bank for them to makeThe customer's view is not considered in their solo planning.In addition, there were other unique circumstances in which PEPCO could have been more willing and open to compromise (when my Mother, the late *** *** ** *** died in March 2013)They turned a cold and sour ear and kept with their unrelenting payment plan from hell.For PEPCO, it appears to be an easy process to condemn customers who suffer hardships and not look at the true nature of how customers may be in some type of dire straits with their bill.As a result, I have selected snd chosen another electrical supplier as PEPCO has proven that they will negotiate and compromise payment arrangements with you but at a high price to the customer which in the end turns out to be a very raw and negatively impacted deal for the recipient but it is a straight up win for the electrical and menacing manipulator.Because PEPCO refuses to be more lenient with their ever stringent policies, many customers go without lights, break under the strain of paying a high bill and must deal with the fallback of bad negotiations that PEPCO generates. I do not wish to endure such tumultuous set of circumstances as I have with PEPCOI am moving forward and onward.PEPCO needs to revisit their whole payment plan policy and review how they handle special cases that may require additional focus and attentionThey should think that if such situations happen to one of their family members, what would they wish for such businesses to do for their loved ones.Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Pertaining to my original complaint this is about *** double charging our company for Electric usageAnd also stating we received a renew contract that I did NOT receivedThey're argument that they are certain we received it is appallingIf they KNOW we received it they I would like a return receipt providing proof I or any one else received this renewal noticeAs I am new to the position I did not know of ANY renewalAnd with going over the bills since August 2015, we wanted to leave ***The Lack of "customer Service" from the company has dragged this out PAST what would have been our renewal of our contract, since no one ever called me back that was able to assist in the problem stated each phone call, I believe as right to the customer, and with no knowledge, lack of customer service answers, phone calls and contact at all, we have the right to leave contract at no faultAnd no early termination fees.IF *** pre purchased the kwh for our company to use, why is pepco charging us ALSO? Why can NO *** energy customer service rep answer ANY of my questions in a TIMELY manner?They would call me back with answers to questions I never asked and they Advise me someone else would have to call me backWhich took days to weeks.We request that the contract be terminated at no cost to *** *** and *** due to the reasons listed above
Regards,
*** ***

Records
show that *** *** assumed occupancy for the electric service at *** *** ***
Germantown, MD ***-*** on June 23, referencing Pepco #***On July 24, 2014, as part of annual review of *** ***'s electric account, the paid deposit plus interest of
$was automatically refunded
based on the satisfactory payment history and our deposit guidelinesThe account for *** *** was
closed on November 12, 2014, when a new party contacted us to start new
service. A final invoice was rendered on
November 17, in the amount of $and mailed to the service address.
We
have no record of being contacted by you to close your electric account. Per the General Terms and Condition for
providing electric service the customer is responsible for all electric service
until we are notified Based on my review you are responsible for the service billed through November 12, 2014. On April 20,
2015, a written notice (attached) was mailed to *** *** *** ***, Burtonsville, MD
*** to communicate that your final bill of $was past due. Your
account was subsequently referred to an outside collection agency to collect for the total
balance due of $132.03, which includes a late payment fee of $.95. You may contact the Collection Agency to make
payment to satisfy the total amount due. I have attached a copy of the bill issued on July 24, that shows the deposit refund and a copy the final bill that issued on November 17, 2014. Thank you for the opportunity to respond.Sincerely,Linda B***Escalated Investigations Representative

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Complaint: ***
I am rejecting this response because: Only part of the March 28th bill was recorded as actual. Customers have to take the word of Pepco for reading their meterMy history with Pepco shows that I have never used that much electricity in one month and like I said nothing has changed in my householdI believe since Pepco could not get the reading right, that they estimated my bills more than it should beEver since OctoberI had trouble with Pepco billsI have my bills back to last April and the only time I got a bill for over a $was when was hot outside
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me I would like to reserve the right to notify you again if we still do not receive any new lights within a timely fashion.
Regards,
*** ***

Ninth Street, NW Washington, DC 20068March 30, 2016*** *** *** Trade Practice Consultant Revdex.com K Street, NW, 10th Floor Washington, DC 20005-3404Re: *** ***Revdex.com Complaint #*** (Surrebuttal)Dear *** ***:This letter is in response to your inquiry on behalf of Ms*** ***I have completed my further review of *** ***’ account and would like to provide the following information.In the interest of assisting the customer with determining what factors may be contributing to her higher than expected usage, on March 22, 2016, an energy audit was performed at *** ***’ home by a Pepco Energy EngineerThe customer’s premise is equipped with wall units that provide both heating and cooling, which was determined to be the main source of her electrical usage*** ***’ usage is consistent with the historical usage for her premise and is comparable to what was discovered in other apartments within the same building with similar systemsThe attached Energy Usage Report was presented to the customer at the time of the visit.I have enclosed a copy of the customer’s current bill, which reflects a total balance of $1,052.89, including a past due balance of $581.11, that is due by April 4, If the customer would like to establish payment arrangements, please have her contact us.Thank you for allowing me the opportunity to respondIf you have any questions, please contact meAttached a copy of an Energy Usage Report and the March bill,Sincerely,Shannah F*Enclosure

October 24, 2016*** *** *** Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: *** ** *** Case Revdex.com * ** *** *** *** *** Suitland, Maryland ***Dear *** ***:This letter serves to respond to the customers complaint
inquiry regarding our payment arrangement policyI appreciate the opportunity to provide the following information.In January we responded to a Revdex.com inquiry from *** ***At that time there was a balance of S2,on the accountOn January 29, We set up a payment arrangement for 36months on the past due balance to be paid in monthly installments of $in addition to her current billThat payment arrangement was to commence the next invoice issued on February 24, 2016.Prior to arrangement initiated in January, we had established deferred payment arrangements to address past due arrears on *** ***'s accountAll three were cancelled due to payment defaultSince the installment plan initiated in January, over that past month there have been a total of payments made on the accountI have attached a 13-month billing and payment statement for your review.On October 12, 2016, *** *** contacted Customer Service and was advised that a minimum payment of $1,was needed to establish a 6-month payment arrangement and to stop collection action on the total outstanding balance due of $3,The past payment history on the account dictated the terms of this arrangement.On October 13, 2016, an exception was granted and a 12-month payment arrangement was established with the requirement of a $1,down payment*** *** made the required payment $1,on October 20, There is a current balance due of Sl Son the accountThe next invoice will include the deferred installment amount of Splus the current charges for the service periodTo maintain the payment arrangement and to avoid credit and collection action, *** *** will need to pay the amount due by the due date on the invoice*** *** ***October 24, 2016Page 2We are disappointed that *** *** has been unsatisfied with her experience with PepcoWe work with all of our customers who may be experiencing difficulty paying their bill and attempt to find payments that are mutually agreeableWe have been Working with *** *** for an extended period of time to establish arrangements that would allow her to be successful in maintaining her monthlypayments.We appreciate the opportunity to respond and look forward to continuing to serve *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Their may be no operational or safety hazards to the equipment on our property, but I stated in my last rejection, we purchased a new homeby purchasing a new home, the premise is that the home and the property is not damagedThe damage was done prior to us closing on our homeMy wife and I have file an official complaint with the State of Maryland, Office of the Attorney General, Consumer Protection Division; Case number: **-***; with this issue being one of our grievancesI hope that Pepco and the builder, ***, can come to an agreement and properly correct this issueIt should not be the customer to fit the bill for corrective actionPlease let me know if any further information is required
Regards,
*** *** ***

*** *** *** *** *** *** Silver Spring, Maryland ***Re: #***
Dear *** ***:This is in response to your email dated September 22, I apologize if you feel that your inquiry has not been addressedBased on your original complaint to the Revdex.com, I
understood your concerns to be about the timing of the receipt of your bills, the amount of consumption on your bill and your unsatisfactory customer service experienceAdditionally, you requested a test of your meter.I explained the following:• The bill for service to July 21, was delayed due to a billing review conducted after the net energy meter was exchanged.• I apologized for the inconvenience and confirmed that the account was not assessed any late charges due to the delay in the billing• Based on analysis of prior billing, I advised that your July usage did not appear to be 30% higher than usage in prior yearsIn fact, the July usage was higher than July usageI provided a billing summary to support this.• I advised that the August billing showed a decrease in usage, consistent with an full month of billing following the installation of your solar array• I advised that, per your request, a meter test had been scheduled to test the accuracy of the meter.• Finally, I apologized for your experience with customer service and advised that your experience was shared with our Quality Leadership team.You remained unsatisfied with my response and provided additional information regarding your concerns about your bill from July 22, to August 22, You provided data about your total generation and believed that the billing was incorrectYou believed that the billing should reflect your total generation less your net usage measured by the meterMy response to you served to address this concern and I apologize if it did not clearly convey that information.The net meter does not measure total generationA net energy meter measures the energy (kWh) drawn from the grid to the customer to supplement a customer’s consumption when needed (inflow), and any excess generation (when a customer produces more energy than is used in their home and sends energy from their home to the grid)Any energy generated is first fed inside the premise for use by appliances, electronics, lights, etcand is not recorded by Pepco’s net meter.As indicated on your billing from July 22, to August 19, 2016, Pepco’s net meter recorded kWh drawn from the gridIn that same time period, kWh of excess generation was fed onto the gridYou were billed for the net consumption of kWhYour system may have generated 1,kWh which is first fed inside the premiseThe Pepco only measures what is in excess of your consumption, which in this case was kWhPer my prior response, the September 20, test of your net energy meter found that your meter was recording at an overall accuracy of 100%This serves to confirm that your meter is accurately recording your excess generation and usage from the grid.I do apologize for your frustration, however and thank you for bringing this matter to our attentionAt this time we believe we have conducted a fair and thorough investigation into this matterBased on my review your account has been billed accurately.Thank you for the opportunity to respondWe value you as a customer and appreciate your business.Sincerely,Linda B

October 8, 2015Dear *** ***.This is in response to complaint #*** regarding *** ***'s billing concernsI have reviewed the account and would like to offer the following information.Attached is a billing history for service from January 28, to October 1, Actual meter readings
were used to bill your account each month during the referenced periodThe meter readings are consistent and have been verified in our meter data management systemAs meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding billing.On October 8, 2015, a meter accuracy test was performed and the results of the test indicate that the meter is recording electricity at an overall accuracy rating of 99.9%, which is within the allowable parameters (98% to 102%) prescribed by the Maryland Public Service CommissionAdditionally, an actual meter reading (14616) obtained during the test serves to further confirm the accuracy of the bills.Although Pepco cannot identify what internal conditions or equipment may contribute to the consumer's electrical usage, our consumers are encouraged to use our free on line energy management tool, "My Account," which may be accessed via www.pepco.com for more detailed energy information, Such as daily and hourly consumption to help them analyze their energy usage and identify ways to conserve energy.In conclusion, we found no inconsistencies with the recorded meter readings and the meter test results confirmed that the meter is recording usage accuratelyTherefore, the bills are an accurate reflection of the electrical usage as registered on the meter and a billing adjustment is not warranted. I trust this information will serve to satisfactorily resolve *** ***'s concerns and I appreciate the opportunity to respondIf you should have any questions, please contact me.Sincerely,Harvey H

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and reluctantly find that this resolution is satisfactory to meHowever, I would like to note that although the response did address the major issue in a satisfactory manner, i.e., a test of my meter was performed and the meter was found to be functioning accurately, the business still does not understand the scope of my original complaintThis is in spite of me explaining it to them multiple times when they finally got around to contacting meThe business representative has remained unable to understand and perform the simple arithmetic required to accurately account for my total electricity usage and she has been unable to understand and perform the simple analysis of previous electrical data required to properly and completely address my complaintMy complaint comprised parts: First, I complained about a possibly inaccurate meter based on the aforementioned simple analysisThe meter test performed by the business has resolved that issueSecondly, I complained about a low quality of customer serviceThat part of my complaint has not been resolvedI remain appalled by my customer service experience and horrified at the inability of the representative to perform a basic analysis that I consider to be essential for any electrical companyAlthough I have no choice but to trust that the meter check performed by the company was honest and accurate and concede that portion of my complaint, if given any option, I would not choose to hire Pepco or do business with them ever again, if that was at all possible.
Regards,
*** ***

*** *** *** ** Washington, DC ***December 11, 2015*** *** *** Trade Practice Consultant Revdex.com K Street, NW, 10" Floor Washington, DC 20005-3404Re: *** *** *** *** *** Silver Spring, Maryland *** Complaint No: ***Dear *** ***:This letter
serves as a response to your inquiry received on December 1, on half of our mutual customer, *** *** ***.Upon further review of the closed records at *** *** *** *** Silver Spring, Maryland ***, we determine due to unforeseen delays, it took longer than expected to transfer the account's final credit balance in the amount of $to the customer's active account located at *** *** *** Silver Spring, Maryland ***On December 3, 2015, we successfully transferred the credit balance to the customer's active account.Regretfully it took more than one attempt to get the assistance neededFurther, we apologize for the inconvenience this matter has caused.I trust this information will assist you in responding to the customer's concern.Sincerely,Stephanie R***

Ninth Street, NW Washington, DC 20068December 10, 2015*** *** *** The Revdex.com K St NW, 10" Floor Washington, DC 20005-3404RE: *** *** *** *** ** **Washington, DC ***Dear *** ***:This is in response to complaint #***, regarding *** ***'s
billing concerns for the above referenced accountWe appreciate the consumer for bringing her concerns to our attention.As of result of the consumer filing Chapter bankruptcy protection on June 11, 2015, *** ***'s former account (*** ***) was closed through the date of the petition, which resulted in a credit balance of $A post-petition account (*** ***) was then established for billing of services and charges incurred after the petition date of June 11, 2015, and the consumer is responsible for payment of all post-petition billsSubsequently, the credit balance of $was applied to new account.In accordance with U.SBankruptcy Code Section 366, the utility is entitled to receive, within twenty (20) days, after the date of this order for relief, adequate assurance of payment in the form of a depositTherefore, *** ***'s request to waive the deposit amount of $has been denied.I appreciate the opportunity to respondIf you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H**