Sign in

Potomac Electric Power

Sharing is caring! Have something to share about Potomac Electric Power? Use RevDex to write a review
Reviews Potomac Electric Power

Potomac Electric Power Reviews (238)

Review: I had the unfortunate experience of doing a short-sale of a rental property I owned. When the tenants moved out I switched the PEPCO Electricity bill into my name until the unit was sold. The tenants moved out during the winter months. The water was turned off. I was sent bills from PEPCO reflecting usages spanning from 740-1850 kWh. The property is a middle unit townhome that is occupied on either side. The appliances were off and there were no light bulbs in any light sockets. The water was turned off. The thermostat was set as low as possible to keep the pipes from freezing. The unit was completely empty the entire period I had the electric bill in my name. Repeated attempts to resolve the issue with PEPCO have been futile. They insists the usage was correct. This is impossible. Then recommended an energy audit for the property. The company that was recommended made an appointment and never showed up to complete the audit. THe property was sold as of May 24, 2013.Desired Settlement: The bill needs to be reduced to reflect appropriate power usage for an empty residence.

Business

Response:

See Attachment

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

There was no attempt to adjust the bill. As I stated there was NOTHING turned on int he residence during this time and there were not even any lightbulbs. They state several apliances that may cause high bills. None of them were being used. THe home was empty. They also replaced the meter at this time so it may be that it was installed incorrectly or was not reading properly. Pepco has not done anything to try and resolve this issue fairly.

Regards,

Business

Response:

See Attachment

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The reason that this is unacceptable is because Pepco's response is "we are right and you are wrong" and they are not willing to show any compromise in this matter. I have no problems going through with further complaints and obtaining legal council. The purpose of this step at the Revdex.com is to try and mediate a satisfactory conclusion for both parties. Pepco is unwilling to to do this. This is a poor business practice, as well as not getting any closer to finding a solution.

Regards,

Review: On 10/23/2013, while making electronic payment through [redacted] to PEPCO for the sum of $178, I mistakenly put in $1,778 (one thousand seven hundred and seventy eight). Upon realizing the mistake the next day 10/24/13, I called my bank to try to have them cancel the transaction but was told it has already been sent through to Pepco's account.

I called Pepco Customer Service to report the error and request a refund of the excess payment. I was told by the Pepco representative that I "MUST wait until after November 1st" before calling back to request for the refund.

Considering that my mortgage was also due just days away, I pleaded for an exception to such delay, but was told no. When I requested to be connected to a supervisor to see if that might make a difference, I was placed on hold for so long that my hand started getting cramps I then hung up.

As painful as that was, I waited for over a week till the November 1. I called back again to request for my refund so as to pay my mortgage for November, to my greatest surprise, I was told that the process will again take “at least 2 to 3 weeks before the fund can be remitted to my account”. Are you kidding me? I screamed but the guy on the phone said he was serious. On top of that, he went on to inform me that they will be deducting my next payment from the over payment they already have in the next 3days.

Once again, I narrated my story and pleaded for a refund of the balance, I emphasized on the negative effect further delay will have on my mortgage. The guy simply said there is nothing he can do beside making a note on my pepco account to see if that might help to expedite the refund.

As of today being Nov19, 2013 Pepco still have not refunded my money. So far I have had 3 other automated utility payments returned due to Insufficient Fund. I have been running around looking for ways to avoid having a negative report being recorded on my Credit Report due to late payments.

Pepco have no problem deducting payments for new bills from my money in a matter of days yet it has taking them over 4 weeks just to refund money that was sent to them electronically. In 21st century, Bank-to-bank electronic transactions takes minutes Not Weeks! Yet Pepco choose to frustrate me by starving my family over a simple mistake. I resorted to begging friends here and there for a few change just put gas in my tank to make it to work.Desired Settlement: Just refund my account ASAP.

Business

Response:

December 18, 2013

Dear **. [redacted]:

This letter serves to address your inquiry on behalf of **. [redacted] regarding a refund due to an overpayment.

On October 23, 2013, we received a payment of $1,778.00 on **. [redacted]’s account. After applying the payment to the account balance ($177.62), a credit of -$1,600.38 remained on the account.

A refund transaction in the amount of $1,600.38 was generated on **. [redacted]’s account on November 6, 2013. On December 4, 2013,1 spoke with **. [redacted] regarding his refund. He informed me that he received the refund check on November 21, 2013.

Please extend our apologies to **. [redacted] for any inconvenience he may have experienced due to the refund processing time.

Sincerely.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], though I accept this resolution as satisfactory, however, their simplified account of events is far from reality. The fact remains that Pepco dragged their feet for one-full-month just to refund my sixteen hundred dollars ($1,600) over-payment. They only expedited it after I launched a formal complaint to Revdex.com and copied Pepco's own Customer Advocate Director. I say a big Thank You to Revdex.com for being the voice of helpless consumer like me.

Regards,

Review: I had an energywise thermostat installed at the beginning of April. It was installed incorrectly and we were charged for 300+ kwh of energy usage for April 9 - 12. When we had NO AC. This caused the bill to be $186 more than the same time the previous year. ($312 this year compared to $126 last year). The average energy bill of similar houses in our neighborhood was $72 this year (according to the PEPCO online billing system) I have faxed copies of the bill, previous years statement, and a day by day breakdown of energy usage. They have yet to follow up.

I have called 3 times in the last week and each time I am told "a supervisor will call you back" and no one ever calls me back. When I request to speak with a supervisor they tell me that no one is available or at work that day. I have been directed to PEPCO billing and PEPCO customer service and when I contact them I am told to contact the energy wise program. When I have asked for a case number so I can call back and reference the conversation they refuse to provide it and tell me that a verbal confirmation is the only way they can ensure the issue will be addressed.Desired Settlement: I would like a refund of $240 so the bill is comparable to those in our area. I would also like someone to actually follow up with a resolution.

Business

Response:

See Attachment

Consumer

Response:

I have contacted PEPCO and [redacted] on multiple occasions. PEPCO has been contacted twice and [redacted] 3 times.

Review: Pepcos staff had no authority to alter my heating and cooling equipment at my home.Desired Settlement: They need to replace what they destroy red and ensure that it is in working order I have used electric heaters and window units since that time.

Business

Response:

November 20, 2013

Dear [redacted]:

This letter serves to respond to the complaint filed by the above referenced customer regarding the alteration of the heating/cooling equipment at her home. According to the information we received from our Claims Processor for Comverge Inc. [redacted] will be canceling her complaint with the Revdex.com because repairs were made and she has been reimbursed.

I trust this information will assist you in responding to the customer’s concerns.

Sincerely

Review: I installed solar energy panels on my home. PEPCO had to inspect the property before the panels can be operational. It took them over a month to come inspect. Now, I have been waiting SIX MORE WEEKS to get them to install or turn on a meter/reader. My solar installation company has contacted them many time. PEPCO does nothing. I contacted PEPCO. No response. PEPCO is delaying so that I have to continue paying high electrical costs throughout the cold winter. There is no justification for this type of delay other than their own greed.Desired Settlement: Get my solar turned on. No more delays. Stop taking advantage of people in this way.

Business

Response:

December 23, 2014Dear [redacted]:This is in response to complaint #[redacted] regarding [redacted]'s concerns regarding the installation of a net energy meter for the above referenced address.Pepco has accepted the consumer's completed Solar System Green Power Connection application. A net energy meter was installed on December 18, 2014. On December 19, 2014, the consumer received final approval to operate their solar system.Quality customer service is an integral part of our commitment to our customers and we sincerely apologize that we did not meet the [redacted]'s customer service expectations. The consumer's complaint has been forwarded to the appropriate management team for process improvement purposes.I trust this information will serve to satisfactorily resolve [redacted]'s concerns and I appreciate the opportunity to respond. If you should have any questions, please contact me at ###-###-####.Sincerely,Harvey H

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I've had SEVERAL conversations with Pepco over the last two months in an effort to resolve a billing issue. They were advised that there was a third party potentially paying down the bill on behalf of my business. In the interim, they advised that I would need to make payment, which I did but rendered a post dated check which was only authorized to be debited on/after June 27th. Which would allow enough time for the third party to pay the bill. Not only did I call them to advised confirmation of third party billing on June 24th but to also withdraw the payment. Instead of withdrawing, they processed and processed prematurely (June 23rd) which caused a series of overdrafts to the account.

At this point, my bank paid the charge which will result in Pepco receiving a double payment from both myself and the third party. Still leaving my account overdrawn.Desired Settlement: Pepco needs to adhere to the agreement. They were made fully aware of the potential of the third party payment and still proceeded to take a payment from my account. They need to refund the payment they were advised to revoke!

Business

Response:

July 24, 2014Dear Mr. Dennis:This is in response to the above referenced customers collection complaint filed with the Revdex.com. Below is a timeline of events that illustrates the activity that has occurred concerning [redacted]s Pepco electricity account in recent weeks:June 13, 2014 (11:39 am) - The electric service for the above referenced address was disconnected for non-payment with a total balance due of $1,215.90.June 13, 2014 (12:59 pm) – The electric Service was reconnected after [redacted] contacted Pepco and authorized an immediate payment of $850.00 through Speedpay and a future dated Speedpay payment for $363.00 to be processed on June 23, 2014.June 13, 2014 The Pepco Customer Service Representative who assisted [redacted] agreed to change the future dated payment of $363.00 from June 23, 2014 to June 27, 2014, in response to the customers concerns about being laid off. Unfortunately, The Pepco Representative made a data entry error and the payment was processed on June 23, 2014 as originally scheduled. Pepco apologizes for that error.June 24, 2014 - The $850.00 payment, which [redacted] committed to on June 13, 2014, through Speedpay was returned for insufficient funds. July 2, 2014 – A 55-day credit and collections hold was placed on the customers account. This hold was initiated when the customer applied for Maryland Energy Assistance. The hold allows time for the Maryland Energy office to review the customers application to determine if the customer qualifies for energy assistance. The hold can be cancelled prior to 55 days if Pepco is notified that the application has been denied. At present, the application process is still pending at the Maryland Energy Assistance Office. July 15, 2014 – The $363.00 payment, which [redacted] committed to on June returned as "Authorization Revoked by Customer". July 24, 2014Pepco has not received payment on any portion of [redacted]s her service was reconnected on June 13, 2014.13, 2014, was reconnected on June 13, 2014.In conclusion, the service was reconnected on June 13, 2014, based on two payments initiated by [redacted], neither of these payments have been honored. At this time Pepco has not received any commitment for payment from a third party nor any payment from the customer. Pepco has confirmed that an application for assistance is pending with the Maryland Energy Office and Pepco's understanding is that the agency has requested further information from [redacted].[redacted]s Pepco electricity account will remain on hold until August 26, 2014 or until such time the energy assistance application is accepted or denied. If accepted, the customer will be placed onto the USPP program and offered a budget bill. If assistance is not granted, the customer will be eligible to make payment arrangements after the $850.00 payment that was returned for non-sufficient funds has been made good. At this time the balance owed on the account is itemized as follows:• $1,282.26 Past due• $ $304.00 Deposit request• $118.45 Current chargesI hope this information is helpful in addressing [redacted]s concerns. Please feel free to contact me if I can be of any additional assistance at ###-###-####Sincerely,Linda ** B[redacted]Escalated Investigations Representative

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: My December, January, and February bills have been incredibly high ranging from about $190 to $280. I live in a one bedroom apartment. I keep everything unplugged when I am not home. I've kept my heater at a reasonable setting (about 73) and my bills are still inaccurate. I've called PEPCO on several occasions asking them to come out and fix the meter but they refuse. For most of February, my heater remained at 68 degrees (per their advice). I unplugged everything and abandoned my apartment because it was too cold. My electric reading was still saying I was using 25kWh to 60 kWh on days that I was not home. I use only one brand new heater set to 68 degrees, I have plastic sealants on my windows and I keep the door shut.

I requested an investigation on Feb. 21. I received no call but got a letter stating that the meter is okay. There was no evidence, nothing.

I even spoke to their energy advisor, [redacted], on March 3 who couldn't even explain to me how I was to keep the meter reading down. She told me the average usage for a one bedroom is between 50 and 60 kWh. On some days, the meter readings said I used about 135kWh! I have a full time job. I am hardly home and as I said before, I keep everything unplugged. The meter readings are inconsistent throughout the day and when reviewing days where I was out of town.

I've asked other people who live in a one bedroom that have the privilege of keeping their heat around 75 degrees and they are not even charged up to $100. Please help me. It is too cold to sleep in my apartment and they are still trying to charge me over $200 for February.Desired Settlement: I need PEPCO to investigate if my meter is running properly, show me the results of the investigation, adjust my billing amounts accordingly and return the money that was wrongfully taken from me. They need to show me concrete evidence to justify the charges because my meter is off

Business

Response:

March 31, 2014**. [redacted]

1411 K Street, N.W., 10TH Floor

Washington, DC 20005-3404

Re: [redacted]

[redacted], Maryland [redacted]

Dear **. [redacted]:

On March 4, 2014, a Pepco Energy Advisor spoke with **. [redacted] and reviewed her energy usage with her using “My Account,” Pepco’s free on-line energy management tool. My Account allows customers to monitor their daily usage, view their energy usage in 15 minute intervals and helps them find ways to conserve energy. As an example of the information available, I have included a graph reflecting daily usage data for the most recent billing period. The Energy Advisor found no anomalies in the billing. As **. [redacted] remained concerned, her contact information was then forwarded to Pepco’s Energy Engineers to schedule an on-site visit.

On March 12, 2014, an Energy Engineer phoned **. [redacted] but they were unable to reach her; therefore, a message was left asking **. [redacted] to contact them on ###-###-####. **. [redacted] did not return the call and on March 27, 2014 a follow-up email was sent to **. [redacted].

**. [redacted]’s premise is all-electric. Generally the major energy users in a customer’s all electric home in the winter are appliances that generate heat, such as electric central heating, hot water heating and space heaters (if used). Further, a colder than average winter likely contributed to the higher than expected bills. Please have the customer contact our Energy Engineers if she would like them to schedule an on-site Quick Home Energy Check-Up.

In summary, all of the bills during the past twelve months were based on actual meter readings (see attached billing history). Additionally, the smart meter currently servicing the customer’s apartment was tested prior to installation at an overall accuracy rating of 100.00%. There is no indication the customer’s billing is inaccurate; however, as a final measure we can schedule a meter verification and a second, field meter test. If the customer would like to schedule a test, please contact me at the telephone number listed above.

Thank you for the opportunity to respond to the customer’s concerns.

Sincerely,

[redacted]

Enclosures

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I followed up with the Energy Engineer requesting a meter verification

on March 31st. **. [redacted], the energy engineer, told me that he would

send his coworker to check out the meter. They failed to arrive.

My meter reading is inconsistent with the amount of energy I

consume. One example was of the readings on February 14th and 15th.

I was out of town that weekend and kept everything off and unplugged except for

the refrigerator and the heater which was set to 68 degrees per their

instruction. The reading for February 14th was about 30kWh and the

15th was about 60kWh. I was not home for the entire Valentine’s Day

weekend. I returned on Sunday night around 11pm. According to accuweather, the

temperatures for Feb. 14th were 52 for the high and 33 for the low.

Feb. 15th was 40 for the high and 31 for the low. There is very

little difference between the two days. In addition, 60kWh of energy in a

vacant one bedroom apartment is absurdly high. Even the energy advisor that I

spoke to on March 3rd could not explain the abnormalities. I was

already performing all of her suggestions, and she replied with remorse, “that’s

the best you can do.”

I have been monitoring my usage since I became aware of the

online tool in early February. It was then that I especially noticed the

inconsistency of the meter readings. For example, there would be random spikes

in the middle of the day while I was at work that was well above the normal

average. Other days would have a natural U curve that reflected the changing temperatures.

Both occurred while I was not home.

According to the usage data generated by the meter readings,

it reads that 1,383kWhrs was consumed in the one bedroom apartment resulting in

a bill of $181.38. I was home only a handful of times that month because I was

too cold to sleep in my apartment. I called several times that month of February

to speak with anyone at pepco who could resolve it. They failed to view the

meter for any mishaps.

Pepco needs to return the money that they owe me for Oct. 31st

through March 4th.

Regards,

Business

Response:

April 15, 2014Dear **. [redacted]:This serves as a response to **. [redacted]’s rejection of our initial review and findings regarding her billing concerns.First, we apologize for any inconvenience the customer experienced due to a miscommunication between our energy engineer, **, [redacted] and **. [redacted] regarding her request for an appointment on March 31, 2014, Unfortunately, the appointment was never confirmed by **. [redacted], as the email **. [redacted], which was sent the previous Friday evening was not received by **. [redacted] until Tuesday, April 1, 2014. **. [redacted] subsequently agreed to meet with another energy engineer, **. [redacted], on April 7, 2014.On April 7, 2014, during the energy analysis, **. [redacted] identified that the customer has two wall heating units which pull 4 kilowatts each, which means they use 4 kilowatt-hours (kWhs) for each hour that each heating unit runs. The chart below reflects the customer’s hourly usage on February 14 and February 15, 2014. On both days the customer used a little over 4 kWh's on average and at times the usage dropped to under 0.5 kWhs, indicating minimal usage. The electrical consumption for the entire billing period (February 3 to March 4,2014), was 1,383 kWhrs.Please note that any type of electric heating units (if used) will result in an increase in usage. Based on the metered data obtained from the smart meter located at the customer's home as well as the energy engineer’s findings, there is no evidence of a billing error and no adjustment is warranted.However, as a final measure in resolving the customer’s billing concerns, we have scheduled a meter test on April 16, 2014. We will provide you with the results of the meter test in a follow-up letter as soon as they are available. Please note, the customer has closed this account and the account has been final billed effective April 7, 2014.Thank you for the opportunity to respond to the customer's concerns.Sincerely,

Consumer

Response:

[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.]

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 am very disappointed with Pepco’s delay in effectively responding

to my concerns. Please ensure that Pepco provides me with my approximately

eighty dollar credit before this case is closed.

Regards,

Review: Specific complaint: Pepco received a payment in the amount of $ 8,206.00 on 2 April 2014. The payment should have been $ 82.06. Pepco was aware of this overpayment on 3 April 2014. When I contacted Pepco on 4 April 2014 to discuss my reimbursement I ascertained that nothing had been done by Pepco at that to effect my reimbursement. I subsequently FAXED a letter on 5 April 2014 (See Attachment) requesting Pepco to expedite their reimbursement process for my $ 8,123.94 overpayment... Pepco contacted me on 8 April and indicated their request for me to offer proof of the errant payment being withdrawn from my account. I complied by 9 April 2014 via FAX to Pepco and e-mail to [redacted]. See Attachments. I was contacted by [redacted] on 9 April 2014 and informed that my documentation had been received and the paperwork to effect my reimbursement had been prepared. I was also informed of an additional request for my account balance information. I did not comply with that request. No rationale was offered to me for such personal financial information which has nothing whatsoever to do with my reimbursement. Pepco had already received the funds and posted the payment and had acknowledged the overpayment. In speaking with [redacted] I shared with him my feelings and belief that what Pepco was doing in this matter was extortion. [redacted] asked if I would like to speak with his supervisor concerning this matter. I responded affirmatively. [redacted] excused himself to indicate my request for an audience with his supervisor. He returned minutes later indicating that his supervisor was not available at that time. [redacted] subsequently indicated that he had provided my contact information to his supervisor and that his supervisor would be contacting me. I impressed upon A. H Harvey that should this matter not be settled, i.e., Pepco did not put an $ 8,123.94 check in the mail for me by close of business on 9 April 2014, then I would escalate the matter. At 1635 on 9 April 2014 after not having received any kind of subsequent contact from [redacted] or his now-suspect supervisor, I called [redacted]. He was not available. I left a phone mail message to the effect that I was now escalating the matter. Since then, neither [redacted] or his now-suspect supervisor have made any attempts to contact me concerning this matter.Desired Settlement: My specific complaint is that Pepco is practicing what amounts to as extortion. It is clear that Pepco has withheld my reimbursement of $ 8,123.94. There is no logical reason for them to have done so nor to continue to do so as of this writing. And the stated condition by A H. Harvey as to why the reimbursement is being held up is that his now-suspect supervisor wants to see account balance information. It is unclear why account balance information is so important. Clearly the documentation presented to Pepco showed that immediately after the $ 8206.00 electronic payment to Pepco, my account was $ 0.00.

This business practice must not be allowed to continue. While I fully expect to receive my reimbursement plus interest (Pepco has had my funds for 7 days and counting as of this writing), the Revdex.com can perform a much needed public service by informing the public of Pepco’s despicable business practices. What is happening to me at the hands of Pepco should never happen to anyone!

Business

Response:

April 14,2014Dear [redacted]:We received a payment from the customer on April 3, 2014 in the amount of $8,206.00. Although the amount due was $82.06, our policy is to confirm that the funds have been deducted from the customer’s bank account prior to issuing a refund.On April 9, 2014, a refund request in the amount of $8,123.94 was issued. The check was mailed to [redacted] on April 11, 2014.We apologize for any inconvenience the delay in issuing the refund check may have caused the customer.

Review: My power bill is typically $20-30/mo. Suddenly I got a bill for about $200.

Pepco claims this is due to "estimated meter readings" and then they retroactively bill me for "real" charges six months after the fact.

They also charged me late fees when their autopayment system failed to work.

My Account number is [redacted]Desired Settlement: I want a refund of all of these retroactive charges.

I should not be getting large surprise bills because of this utility companies failure to estimate properly, due ACTUAL meter readings, or do proper accounting.

Business

Response:

December 17, 2013

Dear **. [redacted]:

Since March 18, 2013, the customer has been billed from the remote meter readings obtained from his smart meter. Although smart meter technology allows for two-way communication between the customer’s home and Pepco; there are occasions, such as a weak signal or a blocked meter, in which an estimated bill may be rendered.

From June to October 2013, we were unable to obtain data from the customer’s meter. As the attached bill summary statement indicates, an actual meter reading was obtained on November 7, 2013. As a result, the previous five estimated bills were voided and the billing recalculated from the last actual meter reading on May 8, 2013 to the November 7, 2013 actual meter reading. This “true-up” bill represents the unbilled or underestimated usage. **. [redacted] received credit for all payments made toward the estimated usage and the $1.53 late fee was removed.

We understand and are sensitive to the customer’s discontent regarding the higher than expected “true-up” bill. However, in accordance with Pepco’s General Terms and Conditions for Furnishing Electric Service in The District of Columbia, page 18; section (d) titled Estimated Billing, which states in part, “under normal conditions any difference between the estimated consumption and the actual consumption will be adjusted through subsequent readings”. Therefore, we must respectfully deny the customer’s request for reimbursement of retroactive charges.

I appreciate you allowing me the opportunity to respond to the customer’s complaint and trust that my response will assist you in responding to **. [redacted]’s concerns.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: Respectfully Request that you remove [redacted] of ** County from your list of approved/recommended HVAC service providers. This company and its owner, [redacted] are completely unqualified to touch any part of the HVAC system. 3 times [redacted] was called out to my house for service. 1st it was a standard tune-up where he concluded that my system "ran perfectly". However, he was called back 3 weeks later because all 8 lbs of the coolant had leaked out. After supposedly checking for leaks, **. [redacted] charged me $338 to refill the coolant and stated "someone probably stole your coolant, and they must be professional because everything looks just the way I left it 3 weeks ago". 2 months later **. [redacted] had to return because the coolant had again leaked out and again he said it must be someone stealing the coolant. He performed $685 worth of tests and concluded NO LEAKS.

I had 2 other companies provide second and third opinions and within a matter of minutes it was determined that the indoor coil was bad and that THERE WAS A LEAK in the outdoor unit.

I want to save everyone else in the DC area the pain that I have gone through over the past 3 monthsDesired Settlement: remove [redacted] from your list asap

Consumer

Response:

pepcos website suggested to me to use the company in question. pepco was encouraging its customers to get semi annual tuneups and listed a variety of local hvac contractors.

Business

Response:

September 9, 2013

Dear **. [redacted]:

This is in response to the customer’s complaint regarding HVAC Contractor information on our website.

I appreciate the opportunity to provide the following information.

Pepco currently offers a list of participating contractors as part of our HVAC High Efficiency Rebate Program. There are three HVAC related services offered by a participating contractor to qualify for the rebates; (-high efficiency equipment installation, duct sealing and a performance tune-up-). Participating HVAC contractors have the option of selecting the services they want to participate in. They are required to attend detailed training and must follow outlined protocols under our program. Pepco provides contractor information as a courtesy to help customers identify participating contractors, however, it is not an endorsement for any and all services they provide.

We contacted the contractor [redacted] to investigate the complaint. The contractor states the customer hired them to perform a standard HVAC service check and not a Pepco performance tune up. The contractor advised he was not a participant in Pepco’s performance tune up, but advised he could still perform their standard HVAC service check. It is our understanding that the contractor acted in good faith and reimbursed the customer for the charges incurred after performing several leak tests.

We are sorry to learn of this experience with [redacted], however, our findings do not suggest that they violated the protocol under our program and there is no basis to remove them as a participating contractor for high efficiency equipment installations. Thank you for the opportunity to respond and please contact me should you have any additional questions. I can be reached at the number stated above.

Sincerely,

Review: I received my first electric bill with Pepco on from January 18, 2013 to February 21, 2013. I live in a 900 sq. foot apartment with my boyfriend. I am out of the house at work from the hours of 8a.m. to 7p.m. My boyfriend is out of the house from 10a.m. to about 10p.m. There is no one home for approximately 9 hours each day. We have energy efficient lightbulbs and TVs and always keep the thermostat between 70 and 72 degrees. And yet somehow Pepco claimed that in one month we used $323.53 in electric charges. In the "How Your Home Compares" section of their website, it claimed we used more than double any other homes of similar size. I sent them an email and they even admitted that this was extremely unusual and WAY WAY more than what has ever been used in our unit. I requested to see evidence of both the initial and final meter readings as well as to be present when someone came to read the meter from then on. Neither of these happened. They claimed they would launch an investigation and adjust the bill accordingly. Nothing ever happened. They said that as long as I paid part of the bill, I would not see any late charges or be penalized in any way. Since there has been absolutely no resolution, every month there is still a balance of $300 on my account (all from this first bill, subsequent bills have been reasonable and paid in full). Now I have received a letter that if I do not pay this balance by tomorrow, my electric will be cut off. This is inexcusable. It is their mistake that they have somehow charged me this enormous amount. I refuse to be conned and bullied into paying for electric that I could not possibly have used. Subsequent bills were always around $125. How is it possible that in one month they claimed I used more than double any other month since then? It is impossible.Desired Settlement: I would like for them to credit my account with the $323.53 that they have no evidence I actually used. I have emails where they openly admit that that sort of usage in a 900 sq. ft. apartment is unprecedented.

Business

Response:

August 26, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street, NW, 10th Floor

Washington, DC 20005-3404

RE: [redacted] Revdex.com #[redacted]

Dear **. [redacted]:

Attached is a billing history to assist in clarifying the following information regarding **. [redacted]’ dispute. **. [redacted]’ service commenced on January 18, 2013, and a deposit of $242.00 was requested at the time the customer applied for service. On January 24, 2013, a bill was issued for the deposit.

On February 21, 2013, a bill for the service from January 18, 2013 - February 21, 2013 was rendered in the amount of $323.53. On February 26, 2013, a billing review was initiated at the customer’s request. The review identified that due to a data entry error, the meter reading ([redacted]) used establish the account was incorrect. Therefore, the initial bill was re-calculated using an actual meter reading ([redacted]), which resulted in a credit adjustment of $57.59 that was applied to the account on April 4, 2013. A letter (attached) was mailed to the customer on April 4, 2013 to advise her of the adjustment. All of the bills from February through August have been based on actual meter readings and I have confirmed their veracity. No further adjustment is necessary or warranted.

In the interest of good customer relations, the pending deposit balance of $51.28 has been waived. Additionally, the accumulated late fees in the amount of $2.65 have been removed.

Thank you for the opportunity to respond. I trust this information will be helpful in responding to **.[redacted].

Sincerely,

Review: I received my final statement from Pepco this morning, informing me that my power is getting cut off. I did not call or request that Pepco cancel my service. When I spoke to a customer service rep for Pepco, they told me my new neighbors cancelled out my service. I live in apartment 4 and the new neigbors live in apartment 1. These apartments are on different floors so there shouldn`t be a mistake like this being made. Pepco made no effort to confirm that I or my fiance wanted to shut our power off. There was no phonecall or email sent. All of our numbers are up to date on their system, as we have kept the same numbers since we moved in 4 years ago. The customer service rep told me that we have to get a new account number and pay a deposit that was already paid when we moved in. I`ve never heard of a company allowing someone to cut off another tenants service without a bill being past due(ours wasn`t), or without the permission of the consumer. I would like to know how this was allowed to happen.Desired Settlement: I would like an explanation of how this was allowed, I deserve an apology as I`m a loyal customer, and I don`t think its fair that I have to pay a deposit again on a service that I paid for over 4 years ago.

Business

Response:

June 17,2014Dear Mr, Dennis; This letter serves to respond to your inquiry regarding the final bill for the above referenced account, I have reviewed this matter and appreciate the opportunity to provide the following information.Review of our records reflects that on June 2, 2014, we received a request to start service in the name of a new tenant at the above referenced address effective May 30, 2014. Consequently, the previous account ([redacted]) in the name of [redacted] was final billed for service from April 15 to May 14, 2014 in the amount of $28.04. Subsequently, the deposit plus interest in the amount of $241.36 was applied to the account. After applying the final bill amount ($28.04), the account reflected a credit balance of $213.32. On June 2, 2014 a deposit refund in the amount of $190.48 was mailed to the customer. On June 5, 2014, a final bill reflecting a credit balance of $22.84 was mailed to [redacted], Please note the customer never received a notice of disconnection. On June 4, 2014 the new tenant contacted our office and advised us of the correct address. Therefore, the account was final billed back to May 30, 2014, and the previous customer ([redacted]) was placed back on record with a new account number. The account will be billed from May 14 to June 17, 2014 shortly. This bill will reflect the final bill credit balance of $22.84, as well as a request for a deposit.Please extend our sincere apologies to the customer for any frustration or inconvenience the may have experienced as a result this error.I trust this information will assist you in responding to the customer’s concerns.Sincerely

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I feel like they should have to pay for the deposit since this is their mistake. They didn`t attempt to contact me to fix this problem. Had I not brought this to the attention of the Revdex.com my power would`ve been cut off. My next bill will end up being $300 due to that deposit plus the next billed amount. I don`t believe that`s fair.

Regards,

Business

Response:

June 23, 2014Dear Mr. Dennis: This letter serves to respond to the ongoing concerns regarding the pending deposit for the above referenced account. Upon further review, the account has been billed for service from May 14 to June 13, 2014 in the amount of $26.99, After applying the credit balance of $22.84, the account reflects a balance of $4.15. Under normal circumstances, a deposit requested would have been rendered with this bill. However, the account will not be assessed another deposit unless the customer becomes delinquent in her payments. I trust this information will assist you in responding to the customer's concerns.Sincerely.

Consumer

Response:

[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.]

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 am pleased that Pepco has decided to own up to their mistake.

Regards,

Review: My August bill from Pepco was so much more than I expected. I contacted Pepco to find out why my bill was so much when I was hot in my house and not running my air condition much. I was informed by Pepco that I was charged $140 dollar deposit fee. My total bill due was $247.20 before the deposit which made my bill $387.20. The deposit Pepco assess was more 57% than I owed. I have never had my electric cut off and I have always paid my bill. My bills may have not been paid on time, due to other financial issues. I don’t think Pepco should be able to assess charges like this on consumers and cause more hardship on them. I have always called Pepco and keep them up to status with want I could pay. If I am late paying Pepco, I have to pay a late fee. Based on Pepco statement if a person electric is disconnected they would have to pay only $35 and they want to charge me $140 a whole 57% more than my bill. I don’t believe this is fair. I have been with Pepco for over 20 years and I have always paid my bill and never been disconnect. I think this fee should be removed from my bill. I think Pepco should only be able to charge this type of fees if your services were disconnected.Desired Settlement: Deposit removed from bill

Business

Response:

October 9, 2014Dear [redacted]:Deposits are requested of customers establishing credit, who have maintained a less than satisfactory payment record over a 12 month period, or due to service interruption for nonpayment of an outstanding bill. For the past 12 months, the customer has carried an overdue balance each month. As a result, a $140.00 deposit was assessed.[redacted] has subsequently paid the overdue balance and the current balance of $85.86 is not due until October 20, 2014. Therefore, on a customer relations basis, I have waived the $140.00 deposit request. This is with the stipulation that the customer continues to pay future bills in full by the due date each month. If the customer fails to comply, a deposit equal to 2/12ths of the customer’s annual usage will be reinstated.Thank you for bringing [redacted]’s concerns to our attention and for allowing me the opportunity to respond to her concerns.Sincerely,Richard C

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

First of all let’s get it straight once again I have never had my electric cut off and Pepco seems to care more about a little amount of money than customer relationship. Also I should have never been charged $140.00 dollars. Like I said before, this should be for people who service is cut off or not paying. I appreciate Mr. C[redacted] agreeing to remove the $140, but what I don’t appreciate is Mr. C[redacted] threat about my future payments. Pepco needs to get some customer training for their employees. Also I am going to look into other electrical companies who have better customer service.

Regards,

Review: Dear Sir or Madame-- PEPCO has failed to correct an instance of account fraud. I never opened an electricity bill account with them in September 2013, as they allege. Furthermore, I have never lived at the service address to which they bill the service. Despite my numerous complaints, and a so-called internal investigation that PEPCO says it conducted, the company still says I am responsible for the $758.19 bill that has accumulated from September 2013 until March 31, 2014. The company has failed to remove the account from my name. The account also continues to accrue charges that will go to collections soon and appear on my credit report. The dispute began in February, when I received a phone call about an overdue PEPCO electricity bill. I told the PEPCO operator that I do not have an open account with their company; [redacted] provides my services. When I inquired about the service address, the operator provided an address where I have never resided. The operator then said the company would conduct an investigation that could last 7-10 days. She said it was possible that someone could have used my social security number to open an account fraudulently in my name. I informed her that I had indeed been a victim of the massive [redacted] identity hack. She assured me that PEPCO would look into it--especially since the account was opened online and not via a live telephone call (which would have proved it were me.) I waited the requisite time for the investigation to pass. Then, I received a letter in the mail dated March 15, which informed me that I was still liable for the charges. Nowhere in the letter did it indicate that fraud was investigated or determined. Instead, the letter accused me of opening the account and merely forgetting to cancel or transfer the services. The opening lines read, "We have completed a review of our records concerning the proper closing date for the referenced account. The effective date on the account was not changed because we did not receive prior notification of your desire to terminate this account." I maintain that I did not open this account. Since I did not open it, I would not have known to close it. I am still uncertain as to how the identity thief stole both my social security number and my cell phone number, but major news outlets have reported that those affected by the [redacted] scam did have such personal details taken. For this reason, I contest PEPCO's decision to place this near-$800 bill at my family's feet. I do not believe the company made a good faith effort to investigate the fraud, and now my credit report may possibly be affected. Please help me communicate with this large company that does not seem to care about individuals--especially in cases of identity theft. I can provide a police report, my 2013/2014 lease and [redacted] bills as proof of residence, if need be. Thank you.Desired Settlement: A bill of $0.

Business

Response:

June 20, 2014Dear [redacted]:This letter is to follow up with our discussion today as it relates to the above referenced rebuttal complaint.As stated in the letter dated June , 2014, a copy [redacted]s photo identification, and filed police report substantiating her allegations are required. The information must be received no later July 21, 2014; otherwise, collection efforts will resume on the balance ($753.15) of the final bill.Please do not hesitate to contact me directly if you should need further assistance on this complaint.Sincerely,

Review: I have been having issues with Pepco for over two years. I had an issue with their billing in 2012, which had resulted in me having a $2700 bill, in which I had to go back and forth and fight for them to credit me some of the money because of their issue/error. Now after that was finally getting resolved, they again have caused me a financial hardship due to their inaccurate billing systems. I was informed in November, after I contacted them because I had not received a bill, that their system for some reason in August had removed my account and was not billing me. They had to place it under investigation to review and come up with the charges for August 2013 to December 2013 and advised me not to pay anything because they did not know what the bill was or would be. Then in January, they say that I owe them a total of $1714 for all the months they did not bill me and the past due amount from the bill they stopped. I am not sure about the charges because prior to them cutting me off, or the system error as they say, I had a separate energy provider, which offered me services at a lower rate, therefore their calculations are not accurate. I have called them on several occasions and all they continue to tell me is that I used energy in a very sarcastic manner. Although I did use energy, which is clear, I would not have an outstanding amount and be caused financial hardships if they had not once again had a error on my account and the only thing they are offering me is a payment plan which is $107.17 plus the monthly bill, but here it goes again, for one month they have me at a $543.72 bill. I cannot believe I have a bill so high for one month, where there is only one person in the household and their response is because it is cold outside. Therefore for the month of March, they want me to pay almost $700. This is outrageous and because of the inconveniences, in addition to the one I found out again today, which is that they still did not update my information in the system correctly, as it reflects only the old account and an inaccurate bill amount, which Ms. Jordan had to correct today. So if I had of paid that, the issue would have been where was the money applied, etc. I am not sure why they cannot seem to fix everything accordingly and then want me to do their job. They are asking me to go back to my supplier to have them to add them back, they should do that since they are the ones that kicked it out. In addition the amounts they charged me from August to December did not include my separate provider rate, therefore it is not right, so how you going to set me up again to pay the wrong amount. They seem to keep playing tricks with my account and it seems I will never pay PEPCO off. This is nothing due to me, as it is problem totally out of my control and completely their fault. I am requesting they do something for the many financial inconveniences they have caused me and continue to cause me by reducing the bill or giving me a credit or something. Again, it is not my fault and I should not be inconvenienced or caused financial hardships for their inaccuracies.Desired Settlement: Give me a reduction on the bill either a dollar amount to be credited or a percentage off the bill, in addition to correcting it witht he amount my supplier charged me, which is far less than what Pepco charges.

Business

Response:

May 1, 2014This letter serves as a response to your inquiry on behalf of our mutual customer, [redacted] regarding the billing at the above referenced service address.**. [redacted] has had accounts with Pepco at the three service locations referenced below. The two former accounts were closed and the final bill balances were transferred to the subsequent address. The chart below references each account held, span of responsibility, final charges and the account where the final balance was transferred. Additionally, attached is a billing summary itemizing each account, which includes supplier charges and final charges.Two investigations were formerly conducted for [redacted]. The first investigation, concluded in March 2013, resulted in a $700.00 credit to the account (see page 3 on the attached billing summary). The second investigation, concluded in March 2014, regarding the transfer of the final bill for service at [redacted], found that the transfer was appropriate and the account was subject to normal collection activity.Per the customers request, the accounts at [redacted] and [redacted] were enrolled with a third-party electricity supplier. On January 5, 2011, [redacted] became the supplier at [redacted] and on June 18, 2012, [redacted] became the customers supplier at [redacted]. Both accounts were enrolled in consolidated billing. When consolidated billing is selected during enrollment, the utility purchases and pays the supplier charges each month. This means the paid debt is now owned by the utility, which becomes subject to the utilitys normal collection procedures up to and including disconnection. As a result, the supplies receivables were included with each final bill and transferred to the subsequent account, including the active account for services at [redacted].On September 10, 2013, the electric service at [redacted] ([redacted]) was disconnected for arrears totaling $1,374,02. The company opted to accept a partial payment in the amount of $770.44 to restore the service and place the remaining balance on a twelve month installment agreement. The service was restored and a new account number ([redacted]) was assigned. However, on September 13, 2013, the $770.44 payment returned for insufficient funds, Subsequently, payments were received on September 20, 2013 ($225.73), September 24, 2013 ($509.71, which was returned), October 14, 2013 ($350.29) and November 12, 2013 ($180.00). Due to a delay in billing, the first bill that was rendered after reconnection was in December 2013. The delay in billing had no bearing on the reliability of service.On January 28, 2014, another twelve month installment plan was established for the customers outstanding balance of $1,744.84. An initial payment in the amount of $428.80 was due by February 14, 2014, and the remaining balance ($1,286.04) was to be paid in twelve monthly installments of $107.17 each, payable with the monthly charges beginning with the bill due March 2014. The initial payment ($430.80) was received on February 19, 2014; however, the March and April 2014 installments were not paid and the payment plan was cancelled.Currently, the total amount due is $2,439.43, which includes arrears ($2,210,86) and current charges ($228.57) that are due by May 14, 2014. In order to be considered for another installment agreement, a payment of $1,220.00 (cash or money order) must be paid on or before May 14, 2014. The customer would need to verify the payment was received on May 14, 2014 and establish new payment arrangements at that time to prevent disconnection.In closing, we have determined each account was billed correctly, including the transfer of each final billed balance to the next active account and no adjustment is necessary or warranted. Unpaid charges from former accounts, along with accrued arrearages on the active account all contribute to the overall balance presently due.I trust this information will assist you in responding to the customers concerns, if you have any additional questions, please contact .Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Pepco has caused me this huge bill, they are responsible for ensuring that customers are billed correctly and timely (monthly). There is no way a bill can go from $800, back to $1700 and in only 30 days, up to $2400. What they are showing is their inabilities to have the systems they use for billing updated. Remind you, their system kicked me out as if the account was closed, I never called them to discontinue service, THEY DID IT!!When I started this complaint with them, my bill was $1200, and this was confirmed with several customer service reps on Friday, May 5, 2014. Why is my bill now $2400, after only 30 days??? They keep saying they forgot to bill me, which on Friday they said another $509 was not billed. They are bringing back up old bills, which were already settled, one in which they had to credit me $700 for their inconveniences. This again is a major concern and should not happen. IF their system makes an error, they have to take full responsibility and compensate the customer, especially when it is their fault. They had my account under investigation in December, when I contacted them because I had not received a bill, in which they came back in February and said it was $1700, if there was any past billing mistakes or anything they should have corrected it then, not as they discover their mistakes. They need to assume responsibility and knock something off the bill, as this is NOT MY FAULT. What they have shown is something they again JUST DID, it was not mentioned or explained in February, IT's almost as if requesting an investigation on my account really hurts me because they come back and find things to bill me for. If I live in twenty places, it is their responsibility to keep up with each account, transfers, etc, not mine. I do more work and research then they do. It's no was a bill goes from $2700, a credit of $700, several payments to get it under $1000, then forget to bill me for six months, while I continue to make payments (to another account number they had in the system which they claim was wrong and had to fix that too) and now after another investigation, it is $2400. They can not continue to service hard working people in this manner. They have to compensate for their mistakes. For the inconvenience on their behalf and the financial hardship they are causing me, they should take something off the bill, as had it not been for them not being able to correctly bill this would never had occurred. I am not accepting the amount in which they state I owe, as again, no way in the world ever is my bill $500+ for one month, then back down two hundred dollars, yet everything is the same...I don't even be home nor cook, and my bill is higher then a family of 5 people. Not to mention all they say is, we forgot to bill you from a while ago for $509, I think they are finding ways to get their $700 back. How is a billing company, UTILTIY company forgetting to bill people and then not billing them at all....this is totally unacceptable and unfair business practices. I am requesting again, they take off a portion of this bill off because of their faults, not the customer.

Regards,

Business

Response:

On May 7, 2014 we received a new complaint from the Maryland Public Service Commission (PSC) regarding the matters at hand. The customer's concern will now be addressed with the PSC in accordance to their regulations. You can consider this subsequent complaint closed.

Thank you,

Office: ###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: [redacted] called me at 6:25am and directed me to make a complaint with them, their this car is not closed. This was after I tried to call her and come to a reduction several times. She said I didn't call you back because she didn't talk to people and she is not going to talk to me and said that if I didn't like what she said to go to mpsc. [redacted] was very rude to me and confrontational, which is not acceptable, especially under the circumstances regarding this case. She treated me as if I was a child and contacting me outside of normal business hours which is also unacceptable. Again, if Pepco was on top of their business I would not be going through this. The termss she gave in her first letter were very unrealistic after a mistake caused on their behalf. To respond so late to this complaint and then to ask for that amount in less than 7 days is not customer oriented or fair. It is their fault the bill is so high and they need to be more responsible and to have someone in customer relations be so rude is not a good idea for a customer service oriented business. before this last investigation my bill was $1200, then they go and find other things that they forgot to Bill me for and in 39 days the bill doubled. How do they get to take 8 months to figure everything out, but give me less then a week to pay. Where is their responsibility for the major inconvenience and hardship they are causing me. What if I had never called them, they would have never even knew about the error in their system. They had to credit me $700 less then a year and a half ago for these same type of issues....be professional and compensate the customer for your errors and I no longer want [redacted] on my case, as she is rude and very disrespectful.

Regards,

Review: My Pepco service was terminated without my authorization early in June. I never called Pepco to close my account, and Pepco never informed that my account would be closed. I called and contacted Pepco for the bill. Pepco CSR told me that they need open the new account for me, and it is normal practice to close the account without informing the customer.

My bill cycle is always 29 days, and the customer charge was $7.39. Based upon the conversation with Pepco, I would pay $214.31 if my account were closed for 29 times in the cycle.

Since I never contacted Pepco to close my account, and this bill cycle is only 11 days, the full charge of $7.39 is not reasonable. I prefer Pepco to continue to bill me on my previous account(not the new account) due to same address.

Thank you.Desired Settlement: I prefer Pepco to continue to bill me on my previous account(not the new account) due to same address.

Business

Response:

June 17, 2014Dear [redacted]:On June 2, 2014, a new resident at [redacted] contacted us to begin new service. Unfortunately, the new party provided us with [redacted] apartment number ([redacted]) in error. As a result, [redacted] account ([redacted]) was closed and final billed.On June 6, 2014, the new party advised us that he had inadvertently provided us with an incorrect apartment number. In order to correct this error, it was necessary to establish a new account for [redacted]. Regretfully, the final billed account number can no longer be used. The customers new account number will be [redacted].I apologize for any inconvenience this matter has caused [redacted]. However, there will be no negative financial impact to the customer. When [redacted] receives his bill for service from May 22, 2014 to June 23, 2014 under the new account number, the monthly customer charge will still be $7.39 a month; the same as if he had billed under the previous account number.Thank you for bringing [redacted] concerns to our attention and for allowing me the opportunity to respond to his concerns.

Review: I recently received a bill from Pepco for about 560 dollars. This bill was the first real bill I received when I moved into a brand new energy efficient apartment. I called Pepco about this issue and spoke with an extremely rude associate who informed me that it "must" be something we are doing that is causing our bill to be so high. This bill made no sense for a number of reasons 1st. We were out of the apartment for approximately half the time because we left for Christmas and stayed with my parents. In addition, we were in the hospital for over about a week because my wife and I had our fist child. When we are out of the apartment we turn off all the power. Pepco informed us that we are using 11 dollars of electricity a day. This does not make any sense because the average 2 bedroom unit in our building was charged 118 last month. After spending hours on the phone with pepco they agreed to do an investigation. We were never told the outcome of the investigation or even that the investigation took place. Today we learned our case was closed after we spent more hours on the phone with multiple representatives one of which was extremely rude and unprofessional. The person we spoke with said we would need a home audit and that we are responsible for about 1000 for three months of electricity. When we called back to set up the home audit we were told you cannot get a home audit in DC and that there was nothing further Pepco could do. I have always been very energy conscious and have never had a high electric bill. I have bills available for the previous 3 years I lived in DC.Desired Settlement: The outcome I am hoping for is as follows. First an apology to from Pepco to both myself and my wife. I have rarely been treated so rudely by costumer service agents. In addition, when I first moved to my apartment Pepco set up the bill for an apartment I never lived in. After spending hours on the phone correcting the issue I never received an apology. Second I would like a real investigation to occur regarding our power usage. I currently work at a university that has not provided us raises in years. I also have an infant daughter I cannot afford such a high bill and I have had no explanation as to what we could possibly be doing that uses so much power. I am extremely disappointed with Pepco. They have been bullies on the phone and have caused my family a lot of grief and aggravation. Please help me if you can.

Business

Response:

March 12, 2014

Dear [redacted]:

This letter serves to respond to the high bill complaint for the above referenced. I have reviewed the manner in which the account was billed and offer the following explanation.

For your review, attached is a billing statement for service from December 9; 2013 to February 7, 2014, Our records reflect that the account was established in the name of [redacted] effective December 9, 2013. Though an. actual meter reading of 25606 was transmitted on January 10, 2014, as indicated in the enclosed bill statement, the initial bill for service from December 9, 2013 to January 10, 2014 was based on an estimated reading of 24102.

Estimations may result in the need for subsequent billing adjustments. Once an actual meter reading is obtained, the account is re-billed if warranted. Either a “catch-up” bill is rendered due to underestimation, or a bill reflecting a lesser amount (credit) due to over-estimation is rendered.

On February 7, 2014 an actual meter reading (28827) was obtained. Consequently, a bill was rendered for service from January 10 to February 7, 2014 based on the estimated and actual meter readings of 24102 and 28827 for 4,725 kilowatt-hours, in the amount of $558,19. This represents a "catch-up” bill reflecting consumption from the previous under-stated reading.

Although we can certainly understand the customer's concerns over any higher than expected bills, my review indicates that the account has been billed accurately, Pepco is unable to provide specific information regarding what internal conditions or equipment contribute to the electric consumption; however, our records reflect that this a total electric residence, generally the major energy users in a customer’s home in the winter are appliances that generate heat. This would include electric space heaters (if used) and the hot water heater. In addition, if any of the customer’s appliances or equipment is not operating efficiently (such as through age or disrepair), energy consumption can increase.

To further assist the customer in determining what may have caused the usage to increase, I have enclosed a copy of the customer's Dailey Energy Use and Weather chart for the bill period in question. As you can see there were significant spikes in tire customer's consumption as the weather turned colder.

This chart and the explanation of the kilowatt-hour consumption in comparison to the weather can be accessed by using Pepco’s interactive tool; My Account, this tool can also help the customer analyze his electric bill7 and enable him to conduct an energy audit of his home and discover ways to conserve energy and save money. He may use this free tool by visiting our website at www.pepco.com-

I trust this information will assist you in responding to the customer’s concerns.

Review: When I moved to my new apartment and set up Pepco electricity service, I was told I'd receive my first bill in 30-40 days. I did not receive the bill in that time, and because I did not know my account number until I received a paper bill, I could not access any information about my account by phone or online. When the bill finally came five months later, I was being charged late fees and Pepco was threatening to shut down my electricity. It is unfair that I am expected to pay late fees when I was not given my bill or the option to pay my account balance until now. I immediately mailed back a check which Pepco did not cash and claimed not to receive. In the meantime they added to the late fee I was expected to pay. I finally managed to pay online today, and paid a higher late fee than I would have had to pay if they had cashed my check. I have no reason to believe it was lost in the mail, when I have never had a check lost in the mail before.

It is clear that Pepco deliberately withheld my bill until they could charge an unethical "late fee," and I would not be surprised if this practice was widespread.Desired Settlement: I believe that the late fees I was forced to pay should be refunded to me, since I had no way of paying the bill until now. I have always paid my bill promptly upon receiving it, and I should not be punished for Pepco's unethical bill collection practices.

Business

Response:

October 22, 2014Dear [redacted]:This letter serves to respond to the above referenced customer's concerns regarding not receiving bills and having late charges assessed to the account. I have reviewed the manner in which the account was billed and offer the following explanation.Review of our records reflects that the customer contacted our office on June 20, 2014 and requested service in her name effective June 21, 2014. Subsequently, a bill was rendered for service from June 21 to July 10, 2014, in the amount of $47.47. Thereafter, subsequent bills were rendered as scheduled and no bills were returned to our office as undeliverable.Our records do not reflect any calls from the customer requesting a bill. The first payment we received on the account was a payment for the total bill in the amount of $176.38 on October 20, 2014.We are unable to determine why the customer did not receive her Pepco bills; we can only suggest that the customer contact her local post office to ensure that the bills are delivered to her mail box. In the interim as a gesture of good customer relations, we have opted to apply a one-time credit of $3.56 to the customer's account representing the total late charges assessed since the account has been opened.I trust this information will assist you in responding to the customer’s concerns.Sincerely,Stan P

Check fields!

Write a review of Potomac Electric Power

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Potomac Electric Power Rating

Overall satisfaction rating

Description: Electric Companies

Address: 701 9th St NW Rm 7412, Washington, District of Columbia, United States, 20001

Phone:

Show more...

Web:

This website was reported to be associated with Potomac Electric Power.



Add contact information for Potomac Electric Power

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated