December billing has been mailed as of 3/13/14, scheduled to send January bill on 4/9/We have converted to a new billing system in July acquiring the billing from the former company and we’ve been in contact with Peter Baker of the PUC whom is aware of the delays as well as an insert was included in the July billing We are reading the meters monthly, so we do have actual reads which are not manually entered but electronically as they were done in the pastWe have submitted a schedule approved by the PUCO in regards to getting back on schedule with the billings and will have billing current by July
We are following the billing schedule that was requested, reviewed and approved by the PUCOThe PUCO has mandated this billing schedule and wanted to insure customers were not being billed in one lump sum and that the winter bills were spread out to give the customers ample time to payWe are limited in that we cannot amend this schedule as we have to abide by the PUCO requirements
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 Regards, [redacted] We still are not happy do not want to be paying winter bills in the summer and find it highly unethical that they are allowed to do this We want our bills current feel we have no true control over our meter reads nor do we have control over what they bill us for as we cannot see the current readings for months Once again, we want current bills and the update done now We are not the only household complaining as everywhere we talk people feel used and taken advantage of by a utility company Where else can a company get away with doing this They need to be updated by now
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 Regards, [redacted]
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 Regards, [redacted] I still do not accept this and would rather my bill updated to this date and that's it
Customer has also filed a complaint to the *** in which the following was submitted to them today:
On 10/31/*** *** requested a final reading as of 11/03/
Serviceman got reading on 11/03/of
Appears we have the readings for each month, but they didn’t get imported
properly on to the account, so the customer was billed zero for the entire time she was there until this final billing
Per the notes on the account, 12-18-customer called in and was very upset that her meter had never been read and now she gets billed all at once and rates are different every month she feels that she shouldn’t have to pay at this priceAlso on 1/16/she called disputing the monthly customer charge and hung up on the customer service rep whom was explaining the charge to her
Due to her complaint, we manually figured what her bill should have been billed each month at each month’s tariff and versus what she was billed resulted in a difference of and under billing of $So we have apologized for the error, thanked her for bringing it to our attention and per her request on wanting billed each month at the correct rate, we have adjusted her bill for the under billing
This is a final bill and she is welcome to make payments on thisOur billing system will continue to generate a bill until the account is paid in full
The bill is not updated yet we are still dealing with charges from november last year not this year and I want my bill current and kept that way I do not like it three or four months behind and I want the balance if my account now
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The door tag was found in the neighbors yard a couple of doors down we had no idea it was going to even be disconnectedThis matter has not been resolved we will not be paying disconnection or reconnection fees when the company has failed to deliver billsWhen I spoke to the post office they said they returned bills because pike didn't have a po box number on the bill it just said po boxI can take it further if I need beThis is getting ridiculous *** has never contacted me regarding my pike accountI tried emailing them again last week and they replied about electric..wth
Regards,
*** ***
This customer also filed a complaint with the *** ***
The following is what I responded on the complaint filed with them:
I've contacted customer to address her concernsThis is our busy season and we are experiencing high call volumes and long wait timesI will address why the local office
failed to assistReviewing her account, read dates are not clearWhen an estimated is used the meter read date is adjusted to the end of that monthHer reading has not exceeded the estimate and instead of using the read date, the biller has adj it to be the end of that monthCustomer asked for her actual dates but hung up on meI researched them and reading 6/30/actual read date was 6/9/14, reading 7/31/actual read date was 7/8/and current invoice actual read date is correct as 8/8/
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.
I had a question about our gas bill and ###-###-#### is the number on our bill for billing inquires to call. So I called on 9/29 and waited 20 minutes on hold, left a voicemail with all the information they need to get back in contact with me. I called again on 9/30, waited 15 minutes in total then left a voicemail. And called again 10/1 and left a voicemail. I have not heard back at all from them. I called the local office and they said I needed to direct my call to the "Home office" and I said I already called twice at that time and received no response. I called one more time after my local office was not able to help. At this point I had a simple questions about my bill, but more upset about the lack of customer service.
They need to have a timely response to getting back with customers or at least make it where the local office is able to better help in billing questions. Don't give a number to call if no one cares to answer or even call back.
Regards,
[redacted]
We are following the billing schedule that was requested, reviewed and approved by the PUCO. The PUCO has mandated this billing schedule and wanted to insure customers were not being billed in one lump sum and that the winter bills were spread out to give the customers ample time to pay. We are limited in that we cannot amend this schedule as we have to abide by the PUCO requirements.
December billing has been mailed as of 3/13/14, scheduled to send January bill on 4/9/14. We have converted to a new billing system in July acquiring the billing from the former company and we’ve been in contact with Peter Baker of the PUC whom is aware of the delays as well as an insert was included in the July billing.
We are reading the meters monthly, so we do have actual reads which are not manually entered but electronically as they were done in the past. We have submitted a schedule approved by the PUCO in regards to getting back on schedule with the billings and will have billing current by July 2014.
The customer made their last payment on the account in June and the payment was made online. Having a log-in on Pike's website means customers are able to view the last 12 statements of your account and make a payment with a credit card. You can log-in and see that all the invoices have your mailing address clearly on the bill including the number of the PO Box that was provided to us. Shut off notices have been sent to the same address as the bill, and the last notice was sent on 8/4/15. Again no payments have been received on the account since June and 2 more bills have been mailed. In order to reestablish service, the balance plus a deposit and reconnection fee are required.
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.We can't login into the account online it doesn't allow us to. We alway just do the option pay without logging in. I only knew how much it was because of communications via email with pike. We have received nothing in the mail from them. I will not be paying reconnection and disconnection fees when we knew nothing about anything even being due. I will be collecting medical bills to send them though as its our only heat source and I have two small kids that are getting have colds because the house isn't warm. Space heaters don't heat our house at all as its all open.
Regards,
[redacted]
It appears your meter reading has been estimated due to the inability to gain access to the meter to get the reading. The gate has been locked, and even with access, your dog has been out and safety of our meter readers is priority. Per the notes on the account you spoke w/the field office on...
10/3/14, they are getting an actual reading. We also have been informed of a new renter, so once we have the reading, you'll be final billed and if there is a CR bal at that time, the CR bal will be issued.
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.
Regards,
[redacted]
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.
Regards,
[redacted]
We still are not happy do not want to be paying winter bills in the summer and find it highly unethical that they are allowed to do this.
We want our bills current feel we have no true control over our meter reads nor do we have control over what they bill us for
as we cannot see the current readings for months. Once again, we want current bills and the update done now. We are not the
only household complaining as everywhere we talk people feel used and taken advantage of by a utility company. Where else can a
company get away with doing this. They need to be updated by now.
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.
Regards,
[redacted]
I still do not accept this and would rather my bill updated to this date and that's it
December billing has been mailed as of 3/13/14, scheduled to send January bill on 4/9/We have converted to a new billing system in July acquiring the billing from the former company and we’ve been in contact with Peter Baker of the PUC whom is aware of the delays as well as an insert was included in the July billing We are reading the meters monthly, so we do have actual reads which are not manually entered but electronically as they were done in the pastWe have submitted a schedule approved by the PUCO in regards to getting back on schedule with the billings and will have billing current by July
We are following the billing schedule that was requested, reviewed and approved by the PUCOThe PUCO has mandated this billing schedule and wanted to insure customers were not being billed in one lump sum and that the winter bills were spread out to give the customers ample time to payWe are limited in that we cannot amend this schedule as we have to abide by the PUCO requirements
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 Regards, [redacted] We still are not happy do not want to be paying winter bills in the summer and find it highly unethical that they are allowed to do this We want our bills current feel we have no true control over our meter reads nor do we have control over what they bill us for as we cannot see the current readings for months Once again, we want current bills and the update done now We are not the only household complaining as everywhere we talk people feel used and taken advantage of by a utility company Where else can a company get away with doing this They need to be updated by now
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 Regards, [redacted]
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 Regards, [redacted] I still do not accept this and would rather my bill updated to this date and that's it
Customer has also filed a complaint to the *** in which the following was submitted to them today:
On 10/31/*** *** requested a final reading as of 11/03/
Serviceman got reading on 11/03/of
Appears we have the readings for each month, but they didn’t get imported
properly on to the account, so the customer was billed zero for the entire time she was there until this final billing
Per the notes on the account, 12-18-customer called in and was very upset that her meter had never been read and now she gets billed all at once and rates are different every month she feels that she shouldn’t have to pay at this priceAlso on 1/16/she called disputing the monthly customer charge and hung up on the customer service rep whom was explaining the charge to her
Due to her complaint, we manually figured what her bill should have been billed each month at each month’s tariff and versus what she was billed resulted in a difference of and under billing of $So we have apologized for the error, thanked her for bringing it to our attention and per her request on wanting billed each month at the correct rate, we have adjusted her bill for the under billing
This is a final bill and she is welcome to make payments on thisOur billing system will continue to generate a bill until the account is paid in full
The bill is not updated yet we are still dealing with charges from november last year not this year and I want my bill current and kept that way I do not like it three or four months behind and I want the balance if my account now
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The door tag was found in the neighbors yard a couple of doors down we had no idea it was going to even be disconnectedThis matter has not been resolved we will not be paying disconnection or reconnection fees when the company has failed to deliver billsWhen I spoke to the post office they said they returned bills because pike didn't have a po box number on the bill it just said po boxI can take it further if I need beThis is getting ridiculous *** has never contacted me regarding my pike accountI tried emailing them again last week and they replied about electric..wth
Regards,
*** ***
This customer also filed a complaint with the *** ***
The following is what I responded on the complaint filed with them:
I've contacted customer to address her concernsThis is our busy season and we are experiencing high call volumes and long wait timesI will address why the local office
failed to assistReviewing her account, read dates are not clearWhen an estimated is used the meter read date is adjusted to the end of that monthHer reading has not exceeded the estimate and instead of using the read date, the biller has adj it to be the end of that monthCustomer asked for her actual dates but hung up on meI researched them and reading 6/30/actual read date was 6/9/14, reading 7/31/actual read date was 7/8/and current invoice actual read date is correct as 8/8/
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.
I had a question about our gas bill and ###-###-#### is the number on our bill for billing inquires to call. So I called on 9/29 and waited 20 minutes on hold, left a voicemail with all the information they need to get back in contact with me. I called again on 9/30, waited 15 minutes in total then left a voicemail. And called again 10/1 and left a voicemail. I have not heard back at all from them. I called the local office and they said I needed to direct my call to the "Home office" and I said I already called twice at that time and received no response. I called one more time after my local office was not able to help. At this point I had a simple questions about my bill, but more upset about the lack of customer service.
They need to have a timely response to getting back with customers or at least make it where the local office is able to better help in billing questions. Don't give a number to call if no one cares to answer or even call back.
Regards,
[redacted]
We are following the billing schedule that was requested, reviewed and approved by the PUCO. The PUCO has mandated this billing schedule and wanted to insure customers were not being billed in one lump sum and that the winter bills were spread out to give the customers ample time to pay. We are limited in that we cannot amend this schedule as we have to abide by the PUCO requirements.
December billing has been mailed as of 3/13/14, scheduled to send January bill on 4/9/14. We have converted to a new billing system in July acquiring the billing from the former company and we’ve been in contact with Peter Baker of the PUC whom is aware of the delays as well as an insert was included in the July billing.
We are reading the meters monthly, so we do have actual reads which are not manually entered but electronically as they were done in the past. We have submitted a schedule approved by the PUCO in regards to getting back on schedule with the billings and will have billing current by July 2014.
The customer made their last payment on the account in June and the payment was made online. Having a log-in on Pike's website means customers are able to view the last 12 statements of your account and make a payment with a credit card. You can log-in and see that all the invoices have your mailing address clearly on the bill including the number of the PO Box that was provided to us. Shut off notices have been sent to the same address as the bill, and the last notice was sent on 8/4/15. Again no payments have been received on the account since June and 2 more bills have been mailed. In order to reestablish service, the balance plus a deposit and reconnection fee are required.
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.We can't login into the account online it doesn't allow us to. We alway just do the option pay without logging in. I only knew how much it was because of communications via email with pike. We have received nothing in the mail from them. I will not be paying reconnection and disconnection fees when we knew nothing about anything even being due. I will be collecting medical bills to send them though as its our only heat source and I have two small kids that are getting have colds because the house isn't warm. Space heaters don't heat our house at all as its all open.
Regards,
[redacted]
It appears your meter reading has been estimated due to the inability to gain access to the meter to get the reading. The gate has been locked, and even with access, your dog has been out and safety of our meter readers is priority. Per the notes on the account you spoke w/the field office on...
10/3/14, they are getting an actual reading. We also have been informed of a new renter, so once we have the reading, you'll be final billed and if there is a CR bal at that time, the CR bal will be issued.
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.
Regards,
[redacted]
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.
Regards,
[redacted]
We still are not happy do not want to be paying winter bills in the summer and find it highly unethical that they are allowed to do this.
We want our bills current feel we have no true control over our meter reads nor do we have control over what they bill us for
as we cannot see the current readings for months. Once again, we want current bills and the update done now. We are not the
only household complaining as everywhere we talk people feel used and taken advantage of by a utility company. Where else can a
company get away with doing this. They need to be updated by now.
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.
Regards,
[redacted]
I still do not accept this and would rather my bill updated to this date and that's it