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The Tufnut Works Reviews (289)

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: I asked for the bills from the date of service until the end of service
Regards,
[redacted]

Attached is a twelve (12) month billing history.Actual meter readings were used to bill the account each month. As meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding bill. Pepco is not in a position to prove or...

disprove what internal conditions may contribute to the customer’s consumption. Our customer’s through their individual patterns determine the actual kilowatt-hour consumption registered on their meter from one actual meter reading to the next. It is notable that the billing history reflects high electrical usage during the winter months (November through March). Typically increase winter consumption may be attributed to increased usage/demand for equipment and appliances that provide heating. Additionally, if any equipment or appliances are not operating efficiently, energy usage can increase. According to our records, [redacted] contacted Pepco’s customer service on February 29, 2016, and was transferred to Pepco’s Energy Advisors to leave a message. On March 5, 2016, an energy advisor returned [redacted] call, however, was unsuccessful in their attempt. The energy advisor left a message including a phone number for [redacted] to return the call for assistance. Pepco has no record of [redacted] contacting Pepco again regarding this matter.  On August 9, 2016, [redacted] established an installment plan for the balance of $309.89 which defaulted due to insufficient payment. On November 30, 2016, a Final Notice of Service Termination was issued requesting the past due balance of $208.78 to prevent the interruption of service on or after December 15, 2016. A payment of $210.00 was received on December 13, 2016. [redacted] established a second installment plan on January 9, 2017, for the balance of $277.19 which is still active.  The current account balance is $245.59. Per the terms of the installment plan agreement, a payment of $198.24 was due March 15, 2017. The balance due of $198.24 includes current charges totaling $166.99, an installment paymet of $31.25 and an installment reduction amount of $0.15. Pepco is willing to renegotiate the current installment plan at the customer’s request. The customer may contact Customer Service at ###-###-#### to make payment or provide proof that payment was made. Failure to adhere to the terms of the installment agreement can result in the installment plan defaulting and collection procedures, up to and including termination, to resume. Regarding [redacted]’s concerns regarding the accuracy of the meter, the customer may contact Customer Service and request a meter test. The meter is located in the basement of the building. For this reason, a meter test must be scheduled for a Pepco technician to gain access. [redacted]’s must contact the property management company should she not have access to meter location.I trust this information will assist you in responding to the customer’s concerns.Sarah M[redacted]Escalated Investigations Representative

Date: Tue, Dec 1, 2015 at 9:24 AMSubject: RE: Revdex.com Reminder-Second Notice Complaint #[redacted] - [redacted], [redacted], WDC [redacted]To: [email protected] [redacted] The following information is being provided to address the customer concerns regarding the outage at [redacted] and...

the billing for the 2nd meter that is no longer installed at the dwelling.    I appreciate the opportunity to provide the following information.   On November 10, 2015, the electric service for meter [redacted] at [redacted] was remotely disconnected in error when we were attempting to make corrections on the account record and to identify the correct meter at the dwelling.    The electric service for meter [redacted] was restored on November 11, 2015.  Please accept our apology  for any inconvenience this outage may have caused.   In addition, we have also corrected our account records to ensure that  we are rendering one bill to the account holder for smart meter #[redacted] under #[redacted].   Three invoices previously rendered under #[redacted] (referencing meter [redacted]) for a total of $1,937.28 have been reversed and cancelled to reflect a zero balance.   Pepco Meter #[redacted] was apparently removed when the property was renovated and our records were never updated to reflect this. I hope this information is helpful in addressing the customer's concerns. Thanks, Linda *. B[redacted] Special Investigations Representative Pepco Holdings, Inc. | Customer Relations[redacted] Washington, DC 20068o: ###-###-#### |

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have called twice to set up a payment arrangement but the rep at the main customer service number indicated that she could not override to accommodate a payment arrangement.  I tried to reach Michelle G[redacted], but she doesn't have her VM set up.  Please call me on [redacted] so that I may set up an arrangement.  Thank you.
Regards,
[redacted]

[redacted], NW Washington, DC 20068May 04, 2016Mr. [redacted]The Revdex.com1411 K Street NW 10" FloorWashington, DC 20005-3404RE: [redacted]Revdex.com#[redacted] Ln Clinton, Maryland 20735Account number: [redacted]Dear Mr. [redacted]:This is in response to Ms....

[redacted]’s concerns regarding her Pepco bills for the above referenced account. We appreciate the consumer’s feedback and would like to offer the following information.We exchanged Ms. [redacted]’s meter on October 16, 2015 and installed a smart meter that should have allowed us to obtain remote meter readings. Unfortunately the meter installed was taking accurate readings but not communicating them to the billing system. This caused Ms. [redacted] to receive invoices computed with estimated meter readings from October 29, 2015 to March 06, 2016. A new meter was installed on March 07, 2016 and the previously estimated bills were adjusted. Since the installation of the new meter the invoices for March and April 2016 have been based on actual meter readings.Ms. [redacted] did keep constant contact with Pepco during the matter and a hold was placed on her account. When the original hold expired on December 10, 2015, we failed to extend the hold date or to place an additional hold and Ms. [redacted]’s account was erroneously assessed a security deposit. The $150.00 security deposit was removed from the account and will not be reassessed provided the account maintains good standing. We apologize for any inconvenience this may have caused the customer.If Ms. [redacted] needs to defer paying the entire balance of $387.54 by the May 20, 2016 due date, we can offer her a 12 month installment plan. She may contact me at the number above or call into our Customer Care Department at ###-###-#### Monday thru Friday 7:00AM-8:00PM to make the request.Thank you for the opportunity to respond.Sincerely,Michelle G

Good Afternoon Mr. Dennis,I have attached my response letter to Pepco. If you have any questions, concerning this matter I can be reached at 202-607-8500
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

From: <lmb[redacted]@pepco.com>Date: Tue, Mar 15, 2016 at 5:31 PMSubject: Fw: Revdex.com inquiry - #[redacted]- [redacted] & [redacted] of Washington DC LTDTo: [redacted]Mr. [redacted], Below is a copy of my response that was emailed to the customer. Dear Ms. [redacted],I have been asked to...

respond to your Revdex.com inquiry regarding third party supplier service by [redacted] and to define the Pepco demand charges.  I appreciate the opportunity to provide the following information.The electric account for [redacted] & [redacted] of Washington, DC  LTD  is invoiced on a non-residential-MGT-LV II rate. The Demand refers to the rate at which electricity is used.  It is measured in kilowatts by recording the highest amount of electricity used over a 30 minute period of time during a billing cycle.  The maximum demand charge calculates the total  kilowatt hours for maximum electricity used for peak capacity or load often referred to as on peak demand.   Attached is some additional information from the Maryland Tariff regarding the MD-MGT LV II rate.Our records show that [redacted] Energy Service has been the third party supplier for [redacted] & [redacted] of Washington DC since May 2006.  The electric market was deregulated in  Maryland July 2000 and this allows a customer to select a third party supplier that generates power other than Pepco.  All third party suppliers are licensed by the Maryland Public Service Commission.  If you select a third party supplier Pepco will still be responsible for the following:·        Answer all calls for emergencies, outages or service problems·        Sending a monthly bill which will include your alternativesupplier's charges (if you select this option).·        Read your meter every month·        Maintain the infrastructure such as poles, wires and meters.·        Delivering  the electricity to your home or business.  Pepco is not authorized to speak to a customer about any supplier issues (i.e conduct, contract terms, enrollment practices, termination, fees or billing disputes).  Pepco directs customers to contact the supplier to discuss those issues.  If you have contacted the supplier and are not satisfied we would direct you to contact the Maryland Public Service Commission to file a complaint.  I hope this information is helpful.  Please feel free to contact me, if I can be of further assistance.Sincerely,Linda M. B[redacted]| Special Investigations Representative Pepco Holdings, Inc. | Customer Relations[redacted] Street N.W. | Washington, DC 20068

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This letter serves to address your inquiry on behalf of [redacted] regarding the supplier charges and account balance. Attached is a copy of the customer’s most recent bill to assist with clarifying the following information: On December 16, 2013, we received notification that [redacted] would the customer’s electric supplier effective January 3, 2014. On February 3, 2014, we received drop request from [redacted] effective February 28, 2014. As a result, the customer’s account automatically reverted back to Pepco’s Standard Offer Service effective February 28, 2014. Deregulation bylaws prohibit Pepco from addressing supplier related inquiries. Therefore, if the customer has any questions concerning the supplier enrollment, charges and or rates, the customer must contact the supplier directly.  On May 6, 2015, the customer’s monthly bill was rendered for service from April 4, 2015 to May 5, 2015, in the amount of $2,558.64, which includes arrears of $2,487.98 and current charges of $70.66 that was due May 27, 2015. On May 12 and May 28, 2015, we received payments of $148.00 and $2,159.47 on the customer’s account.  If the customer would like to establish payment arrangements on the account balance, please advise the customer to contact us at ###-###-#### to discuss the available payment arrangement options.  Sincerely, April S[redacted]

701 Ninth Street, NW Washington, DC 20068April 29, 2016[redacted] Trade Practice Consultant 1411 K Street, NW, 10th Floor Washington, DC 20005-3404Re: [redacted]Revdex.com Complaint #[redacted]Dear [redacted]:This letter is in response to your inquiry on behalf of **. [redacted]. I have completed...

my review of [redacted]’ account and would like to provide the following information.The customer’s electrical service was disconnected on April 19, 2016 due to non-payment. Prior to disconnection, [redacted] was sent four disconnect notices to warn of termination of service. Furthermore, [redacted] failed to attempt to contact us to make payment arrangements to satisfy the account. Additionally, there were no payments made on the account since the service started on May 22, 2015.The customer has a total balance of $701.95 due on the account. After a review of the account, we are willing to allow [redacted] to pay a minimum of $358 for reconnection. In addition, the customer must agree to a payment arrangement of twelve installments on the balance. If the customer agrees to those terms, please have him contact us.Thank you for allowing me the opportunity to respond. If you have any questions, please contact me.Sincerely,Shannah F

Dear Mr. [redacted]:May 5, 2016Re: [redacted]Pepco Account No. [redacted] Revdex.com Complaint No: [redacted]This letter serves as a follow-up response to Mr. [redacted]'s request to absolve the account balance.The customer's concern regarding the circumstances which created the unexpected settlement balance is understandable. However, a concession to the account balance is not warranted as the delay in recalculating the monthly average payment had no impact in the reliability or delivery of the electric service. Our intentions are not to create a financial hardship, which is why an extended payment arrangement is available upon request.The customer's rebuttal has not altered our original findings. Therefore, our initial response remains theSincerely,Stephanie R###-###-####

Re: [redacted]Revdex.com Complaint #[redacted]Dear [redacted]:This letter is in response to your inquiry on behalf of **. [redacted]. I have completed my review of [redacted]’s account and would like to provide the following information.Based on our records, a request to start service was...

submitted online for unit #[redacted] in the name of [redacted]. On January 7, 2016, we were advised that the service should have been established at #[redacted] instead of #[redacted]. As a result, we reversed the account that was set up at the incorrect address and established a new account under the correct address effective the date of occupancy (August 17, 2015). The customer was then sent her initial bill on January 20, 2016 that covered the service period of August 17, 2015 to January 19, 2016 for $1,051.01.I have included a billing statement from August 17, 2015 to March 16, 2017.All of the bills referenced on the statement were based on actual, cumulative readings. If an error occurred in the reading, or the meter malfunctioned, subsequent readings would identify a problem. The readings obtained from the customer’s meter are consistent and reveal no evidence of a problem. On March 23, 2017 a signal was sent to the meter successfully which proved there are no communication issues or errors with the meter. Therefore, there is no evidence to indicate the smart meter is malfunctioning in any way.Although Pepco cannot provide information on what internal factors contribute to the customer’s usage, it is notable that the billing history reflects higher electrical usage during the winter month (November through May). Typically, increased winter consumption may be attributed to increased usage/demand for equipment and appliances that provide heating.Nevertheless, in order to assist the customer in determining what internal factors may contribute to the higher than expected billing, I can have an Energy Engineer contact the customer to schedule an appointment to visit the home and perform a free energy audit. In addition, we can schedule a Meter Technician to come out to the customer’s premise and test the meter. Please have [redacted] contact us, if she would like to have this done.Per the Code of Maryland Regulations ([redacted]), “A residential customer who has established credit and is receiving service, but who fails to pay a bill by the expiration date of a termination of service notice, may be required by the utility to reestablish credit by depositing the amount prescribed in Regulation .04 of this chapter in addition to paying the outstanding bill and a reasonable reconnection charge, provided that any prior deposit paid by the customer has been refunded.” (Attached)On January 24, 2017, we sent [redacted] a final notice of service termination (attached) advising her to pay the past due balance of $400.37 or the electric service will be disconnected on or after February 8, 2017. Further, the notice advised that a security deposit may be assessed on the account and if a security deposit has already been assessed, it may be increased. We receive a payment of $405.00 on February 17, 2017 after the expiration date of the termination notice. As a result, the paid deposit of $355.00 was refunded and applied to the customer’s February 2017 bill (attached) and a new deposit amount of $455.00 was assessed.As a courtesy, we are willing to waive the unpaid portion of deposit ($144.94) and apply the paid portion ($300.06) to the account balance. However, the customer must keep in mind that the monthly bill must be paid in full on time to prevent any future assessments of deposits. Once the deposit is waived and refunded to the account, the customer will have a remaining balance of $387.70 which includes a past due balance of $61.85.Thank you for allowing me the opportunity to respond. If you have any questions, please contact me.Sincerely,Shannah F

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:On March 1, I spoke with Ms. Linda B[redacted], a representative for Pepco PHI accounts, I'd agreed to a commitment that realistically did not meet my financial situation. My financial hardship has been agonizing for several months. No excuse but I experienced racial profiling while driving by a U.S. Park Police which quickly resulted in towing my automobile, 2 tickets (still pending a hearing), new driver's license, new registration/title/inspection, paid out $380 in past tickets, including my employer placed me on paid administrative leave. If that wasn't enough, my employer served me a paid administrative leave notice later that same week. This has been emotionally, physically, and financially draining. Resulting in my current financial situation taking a nose dive. I'm still fighting with my employer there tends to been a lack of transparency resulting in conflict of human rights and employer's right. Meanwhile I'm under healthcare professionals.As a result, I kindly request for new arrangements to made that are realistic with my current financial situation. I'm suffering from the present circumstance. I need for billing accommodation to be made.Regards,
[redacted]

September 1, 2015This letter serves to respond to the ongoing concerns regarding the Net Energy billing for the above referenced account.I regret that our previous response did not satisfactorily resolve the customer's concerns. However, though the customer's statement for Pepco's monthly Net Energy billing is correct, the comparison of the energy generated directly from her solar panels to the net energy generated and recorded on Pepco's Net Energy Meter is not a true comparison. It doesn't take into consideration the energy that is generated and fed first inside the customer's home for use by the appliances, electronics, lights etc.I trust this information will assist you in responding to the customers ongoing concerns.Sincerely,Stan P

[redacted] This email serves to respond to your inquiry regarding a request by the above referenced customer to have his wife’s name placed on the account.  I have reviewed this matter and offer the following information. Review of our records reflects that...

the account was established in the customer’s name affective May 15, 2017.  Unfortunately, when the request was processed to have his wife’s name [redacted] placed on the account as well, it did not go through.  However, when the customer contacted our office again on August 7, 2017, a request was processed to add the name of [redacted] to the account.  The latest bill was mailed on August 2, 2017; therefore, her name will appear on the next bill scheduled to be billed on September 1, 2017. Please extend our sincere apology to the customer for any frustration or inconvenience this matter may have caused.

701 Ninth Street, NW Washington, DC 20068February 18, 2016Mr. [redacted] The Revdex.com 1411 K Street, NW, 10" Floor Washington, DC 20005-3404RE: [redacted] NE Washington, DC [redacted] Account: [redacted] Dear [redacted]This is in response to complaint...

#[redacted], regarding [redacted]'s billing concerns for the above referenced account. We appreciate the consumer's feedback and apologize for any inconvenience the customer may have experienced as a result of this matter. I have completed a review of the account and would like to provide the following information.In January 2015, [redacted]'s account was closed in error, which resulted in a service disconnection. The service was restored the following day. Despite our efforts to reinstate the customer's account records in January, February, and April 2015, a processing issue prevented the account from billing. Subsequently, on January 29, 2016, the customer's account records were properly reinstated and billing resumed.Please convey our apologies to [redacted] for any inconveniences she experienced as a result of this matter. Going forward, [redacted] can expect to receive bills in a timely manner.The account currently reflects a total balance of $884.71 that is due on February 19, 2015, which is shown on the attached billing from January 2015 to January 2016. I have placed a temporary 30-day hold on the account to allow [redacted] time to contact us should she Wish to establish extended payment arrangements.I appreciate the opportunity to respond. If you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H**

September 23, 2015Dear [redacted]:This is in response to your inquiry on behalf of [redacted] regarding the delay in receiving monthly invoicing from Pepco since March 27, 2015.Pepco recently transitioned to a new customer information and billing system. Although extensive time and effort...

was dedicated to ensuring every aspect of our billing system conversion was as seamless as possible, it is not unusual for some unforeseen issues to occur during the stabilization phase. Unfortunately, the conversion resulted in a delay with rendering this customer's billing.As of September 21, 2015, [redacted]'s Pepco account has been invoiced from March 27, 2015 - September 8, 2015. In a gesture of good customer service we have reversed the new party deposit request of $500.00.In addition, we have initiated a 10 month payment arrangement to address the total balance due of $474.56. A minimum installment payment of $ 43.00 is due on October 7, 2015 to maintain the payment arrangement. Beginning with the next invoice issued after October 7, 2015, the payment arrangement installment of $43.00 will be in itemized on the bill and will be in addition to the current charges for the billing period. Both the installment amount plus the current charges for the service period will need to be paid to maintain the payment arrangement.We sincerely apologize for any inconvenience and appreciate the customer's patience while we worked on getting this resolved. If you have any questions regarding this information, you may contact me at the telephone number listed above.Sincerely,Linda B

Spoke with [redacted] he stated that the complaint is resolved.

The contact experienced by [redacted] was a scam and is well known to utilities across America as the [redacted] phone scam.  This is a very sophisticated scam that uses un-traceable phone technology (i.e. [redacted] phone numbers).  The scammer claims to represent a utility and makes...

contact telling them their electric service is scheduled to be shut off immediately.  The scammers advised to avoid this action the party is directed to make immediate payment by purchasing a “[redacted]” or other pre-paid credit card.  The scammers then advise the party to call another phone number where information is obtained from the credit card and the monetary value is removed from the prepaid card.    Pepco like many companies will contact customers in person or by phone for various reasons. Pepco would never threaten to disconnect service without first offering multiple payment options.  Pepco does not endorse a specific form of payment to address past due accounts, and our automated calls do not include a specific dollar amount for security reasons.  If a customer has any doubt about the validity of a person who claims to represent Pepco, they should contact us at [redacted].  A review of our records shows that we have not made any collections calls to this customer in the past 12 months.  The customer's account balance is zero as of October 19, 2017.   If you have been a victim of this scam, please report it to local authorities, including the District of Columbia Office of the Attorney General and the Maryland Attorney General. Sincerely,Linda *. B[redacted]

This email is in response to the customer’s concerns regarding an overpayment and the request for a refund as a result of the overpayment.  I have reviewed this matter and would like to offer the following information.    Review of the account reflects that the customer was enrolled...

in Pepco’s Auto Pay Plan.  However, on August 2, 2017, the customer made a payment by pone in the amount of $132.85, which was posted to the account on August 3, 2017.  Thereafter, on August 4, 2017, an Auto Pay of $132.85 was posted to the account.  This payment was applied to the customer’s bill for service July 14 to August 10, 2017, in the amount of $128.14.  This resulted in a credit balance of $4.71.   On August 8, 2017, our records reflect that the customer accessed Pepco’s website My Account and removed himself from Pepco’s Auto Pay. As you can see the payments the customer made posted to the account before the Auto Pay was canceled.  In addition, in instances of over payments that result in a credit to the account, and a request is made for a refund, the process takes approximately 10 business days.   Our records reflect that the customer’s communications with Pepco with regards to his request for a refund due to the overpayments consisted of a series of emails to Pepco’s Social Media site.  The first was on August 5, 2017, which was a Saturday when the site is not manned.  The second was on August 7, 2017, advising Pepco that since he has not received a response to his earlier email he is filing a claim with his financial institution.  The third email to the site was on August 8, 2017, advising Pepco that due to the lack of our response and the lack of a refund of his payment, he will be filing a complaint with the Revdex.com.  On February 9, 2017, Pepco received the Revdex.com’s inquiry on behalf of the customer.  Once the customer filed his complaint with the Revdex.com, any response to his concerns is now the responsibility the Special Investigations team.   We have since learned that the customer has stopped payment on one of the checks, which will affect the payment that was posted to the bill for service to August 10, 2017, in the amount of $128.14, and is due by August 31, 2017.  The account will also be assessed a $5.00 dishonored check fee.  However, as a courtesy, I will have this fee waived.   I regret the frustration and inconvenience the customer experienced as a result of the double payments. However, we are unable to honor the customer’s request for a refund of any interest or fees paid to process his payments.

701 Ninth Street, NW Washington, DC 20068February 16, 2016Mr. [redacted] The Revdex.com 1411 K Street, NW, 10" Floor Washington, DC 20005-3404RE: [redacted] Silver Spring, Maryland [redacted] Account: [redacted] Dear [redacted]:This is in response to...

complaint #[redacted], regarding [redacted]'s billing concerns for the above referenced account. We appreciate the consumer's feedback. I have completed a review of the account and would like to provide the following information.Attached is a billing history, which includes meter readings from March 2, 2015, to February 10, 2016. Actual meter readings were used to bill the account each month during the referenced period. The meter readings are consistent and have been verified in our meter data management system. As meters record electricity cumulatively, each subsequent actual meter reading serves to confirm the accuracy of the preceding billing. Therefore, the bills are an accurate reflection of the electrical usage as registered on the meter.On February 11, 2016, our Pepco energy engineer conducted a site visit. According to our engineer, customer has had an electrician identify the source of consumption in his unit. The electrician found that an auxiliary heating element is drawing 1.5 kW on one of the phases, which the engineer confirmed. Our engineer recommends that the customer's property management have an HVAC technician do a full diagnostic on the HVAC system.We can certainly understand the customer's concerns regarding higher than expected billing. However, the bills have been based on actual metered data that was recorded on the meter.I appreciate the opportunity to respond. If you should have any questions, please contact me at the telephone number referenced above.Sincerely,Harvey H**

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