February 10, 2017Revdex.com,Thank you for bringing the customers’ concern to our attention. We appreciate the opportunity to research and investigate further.Dominion made telephone contact to the customers and discussed their deposit issue. Based on our research and...
investigation, Dominion cancelled the security deposit and waived the connection fee as a good faith gesture and a one-time courtesy. The Company sends a sincere apology to the customers for any inconvenience and frustration we may have caused. The customers appear to be satisfied with the Company’s resolution.Again, thank you for allowing us the opportunity to address the customers' concern. If Customer Relations and Policy may be of further assistance to you or the customers, please call us at [redacted]Sincerely,Greg W[redacted]Dominion Virginia PowerCustomer Relations & Policy
Revdex.com,According to our records, the customer's concerns were resolved prior to the filing date of this complaint. If there are still questions the customer should contact the Dominion Help Line at [redacted]Sincerely,[redacted]
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and investigate further. After receiving this inquiry the Customer Relations and Policy department reviewed the customer’s account to determine the...
status of the requested meter installation. I have verified that the requested meter has been installed. If you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-[redacted]. Sincerely, Daniel G[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I dispute this explanation from Dominion Virginia Power. I now know there are two accounts at this address but had no way of knowing that when I applied for service. However DOM should have known. On 3/12/15 I even called to ask why the former owner was still being billed. So one of the delays they mention in our application for service is their own fault. It was discovered on 4/13/15 that I never signed contracts for the demand meters. Another DOM mistake. On 4/15/15 their own representative mentioned that usage billed for Feb, March & April was for exactly the same each of those months and highly unusual. One major item not addressed in this reply was the fact that they now claim they issued a final bill in May 2015. The first notification we received was 12/29/15 by way of a Disconnection Notice. That was a time span of 8 months. So for 8 months we never received an invoice, a late notice, a phone call or any communication from DOM on a $9,399.30 bill. Someone is covering up their mistakes! For the record, we have no problem receiving mail as we have a secure post office box. This account has been screwed up since day one. I spent hours trying to get things straight. DOM screwed this up and their offer of $500 “goodwill credit” is unreasonable. As I mentioned I have 4 pages of notes documenting my calls attempting to get this account straight. When I called on 5/5/15 I was told by a DOM representative we would receive our final bill asap. I received a Closing Bill with this same date about a week later. Naturally I thought this was the adjusted final bill. We paid it and I never heard anything from DOM until 8 months later when we received the Disconnection Notice on 12/29/15. When I called DOM and explained above I was told their representative gave me incorrect information back on 5/5/15. And just for the record that bill was not for outside lights as they stated in this reply. I was told it is for a pump house however nothing is noted on the Closing Bill. I hope this monopoly is not allowed to get away this. They clearly screwed up and should own up to it!
Revdex.com,Thank you for bringing this customer's concerns to our attention. We appreciate the opportunity to research and respond as necessary.Dominion has been in communication with this customer and is in the process of correcting the error in billing. We appreciate this being brought...
to our attention and regret any inconvenience this may have caused. Again, thank you for allowing us the opportunity to address this customer's concern. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted]Sincerely,
[redacted]
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary. After speaking with this customer on December 5, 2016, Dominion processed the request to refund this customer’s initial...
residential security deposit. The deposit refund check was issued on 12/6/16. Again, thank you for allowing us the opportunity to address this customer’s concerns. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted] Sincerely, Daniel G[redacted] Dominion Virginia Power
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending...
it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]@richmond.Revdex.com.org.
Regards,
[redacted]
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and investigate further. Dominion Energy was in the process of scheduling access to the customer’s location to complete their requested service order...
at the time of this inquiry. Due to the complexity of the existing customer owned metering equipment at this location additional steps are required to complete the customer’s request. I have verified that Dominion Energy has successfully contacted this customer and completed their requested service order. If you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-[redacted]. Sincerely, Daniel Garrett Dominion Energy Virginia Customer Relations & Policy
April 29, 2015
Revdex.com,
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and respond as necessary.
Dominion’s policy requires a security deposit from new customers and returning customers who have not...
had service with us in the last 12 months. Based on the results of our investigation, and as a courtesy to the customer, the Company has waived the requested security deposit.
Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if Customer Relations may be of further assistance to you, please call us at [redacted].
Sincerely,
[redacted]
Customer Relations & Policy
Dominion Virginia Power
Original notice expired on 3/2/17. We do not have record of a requested pay arrangement. Left messages for customer, but customer was able to secure fuel assistance and service was restored on 3/8/17.
February 24, 2017Revdex.com,Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate further. Our research and investigation concludes the customer is enrolled in the Smart Cooling Rewards (SCR) Program; however, the...
Company’s vendor, which tracks and processes the SCR incentive, inadvertently missed this customer’s annual incentive reward due to a data discrepancy issue on their part. Dominion regrets this occurrence. We have contacted the appropriate department and the [redacted] goodwill credit has been processed and has posted to the customer’s account. The customer is satisfied with the Company’s resolution.If you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-[redacted].Sincerely,Greg W[redacted]Dominion Virginia PowerCustomer Relations & Policy
Revdex.com,Customer Relations & Policy spoke with the customer yesterday and advised him what documentation is needed to review the account for removal of the charges in question. Once that information is received and reviewed he will be contacted.Sincerely,C. B[redacted]Customer Relations...
August 17, 2016
Revdex.com,
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate further.
Based on a thorough review of our records, we have determined the customer requested service turn-off on August 8,...
2016. Dominion inadvertently billed the customer through August 11, and we apologize for this error and for any inconvenience and frustration we may have caused. Dominion has spoken to the customer and the appropriate billing adjustment has been made. The customer appears to be satisfied with the Company’s resolution.
Again, thank you for allowing us the opportunity to address the customer’s concern. If Customer Relations and Policy may be of further assistance to you or the customer, please call us at [redacted]
Sincerely,
Greg W[redacted] [redacted]
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary. Dominion apologizes for any inconvenience regarding the scheduling of the required access to process this customer’s request....
Dominion has successfully completed this customer’s request to have the service disconnected. Again, thank you for allowing us the opportunity to address this customer’s concerns. If you have any additional questions, or if we can be of any further assistance, feel free to call 1-800-938-2118. Sincerely, [redacted]
[redacted]
Revdex.com, Thank you for bringing this customer’s deposit concerns to our attention. We appreciate the opportunity to research and respond as necessary. Dominion prides itself in providing excellent customer service. We apologize for the human performance error of our Customer Care...
associate. Our records indicate we processed a waiver for the $105 deposit on July 15, 2015, in favor of the customer. The deposit adjustment will appear on the next bill date of August 26, 2015. Based on our investigation, we found no evidence to support the account was assessed a reconnect charge. We regret any inconvenience and frustration this matter may have caused. Again, thank you for allowing us the opportunity to address this customer’s concerns. If you have any additional questions, or if we can be of further assistance, please call us at [redacted] Sincerely, [redacted]
[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I never saw anyone actually come and pull the meteR to test it. Only spoke with the investigator. Please advise when the meter was pulled for testing.
Regards,
[redacted]
RevDex.com,
Thank
you for bringing our customer's concerns to our attention. We appreciate
the opportunity to research and respond.
We
completed an in-depth investigation and discovered the leaseholder at the
service address in question is not the complainant. ...
Due to recent activity at this location lease
verification is required for the applicant otherwise the verification as well
as full payment for any outstanding balance is required to restore the electric
service.
Again,
thank you for allowing us the opportunity to address this customer's
concern. If you have any additional questions, or if we can be of any
further assistance, please call us at [redacted]
July 23, 2015
Revdex.com,
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further.
Dominion was able to accommodate the customer’s request to
have the Smart Cooling Rewards Program device deactivated and removed. We apologize for the inconvenience and
frustration this issue has caused the customer.
Again, thank you for allowing us the opportunity to address
this customer’s concern. If Customer
Relations may be of further assistance to you or the customer, please call us at [redacted]
Sincerely,
[redacted]
Unfortunately the local inspection on the service conversion from overhead wires to underground wires did not immediately post to the Dominion project. As a result of the contact by the Revdex.com, the local inspection was verified and the work to put the service underground is showing complete.
July 9, 2015
Revdex.com,
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further.
Dominion is working to resolve the customer’s concerns surrounding
the Smart Cooling Rewards Program and we...
acknowledge the customer’s request to un-enroll
from the program.
Again, thank you for allowing us the opportunity to address
this customer’s concerns. If Customer
Relations may be of further assistance to you or the customer, please call us at
[redacted]
Sincerely,
[redacted]
Dominion Virginia Power
Customer Relations
February 10, 2017Revdex.com,Thank you for bringing the customers’ concern to our attention. We appreciate the opportunity to research and investigate further.Dominion made telephone contact to the customers and discussed their deposit issue. Based on our research and...
investigation, Dominion cancelled the security deposit and waived the connection fee as a good faith gesture and a one-time courtesy. The Company sends a sincere apology to the customers for any inconvenience and frustration we may have caused. The customers appear to be satisfied with the Company’s resolution.Again, thank you for allowing us the opportunity to address the customers' concern. If Customer Relations and Policy may be of further assistance to you or the customers, please call us at [redacted]Sincerely,Greg W[redacted]Dominion Virginia PowerCustomer Relations & Policy
Revdex.com,According to our records, the customer's concerns were resolved prior to the filing date of this complaint. If there are still questions the customer should contact the Dominion Help Line at [redacted]Sincerely,[redacted]
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and investigate further. After receiving this inquiry the Customer Relations and Policy department reviewed the customer’s account to determine the...
status of the requested meter installation. I have verified that the requested meter has been installed. If you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-[redacted]. Sincerely, Daniel G[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I dispute this explanation from Dominion Virginia Power. I now know there are two accounts at this address but had no way of knowing that when I applied for service. However DOM should have known. On 3/12/15 I even called to ask why the former owner was still being billed. So one of the delays they mention in our application for service is their own fault. It was discovered on 4/13/15 that I never signed contracts for the demand meters. Another DOM mistake. On 4/15/15 their own representative mentioned that usage billed for Feb, March & April was for exactly the same each of those months and highly unusual. One major item not addressed in this reply was the fact that they now claim they issued a final bill in May 2015. The first notification we received was 12/29/15 by way of a Disconnection Notice. That was a time span of 8 months. So for 8 months we never received an invoice, a late notice, a phone call or any communication from DOM on a $9,399.30 bill. Someone is covering up their mistakes! For the record, we have no problem receiving mail as we have a secure post office box. This account has been screwed up since day one. I spent hours trying to get things straight. DOM screwed this up and their offer of $500 “goodwill credit” is unreasonable. As I mentioned I have 4 pages of notes documenting my calls attempting to get this account straight. When I called on 5/5/15 I was told by a DOM representative we would receive our final bill asap. I received a Closing Bill with this same date about a week later. Naturally I thought this was the adjusted final bill. We paid it and I never heard anything from DOM until 8 months later when we received the Disconnection Notice on 12/29/15. When I called DOM and explained above I was told their representative gave me incorrect information back on 5/5/15. And just for the record that bill was not for outside lights as they stated in this reply. I was told it is for a pump house however nothing is noted on the Closing Bill. I hope this monopoly is not allowed to get away this. They clearly screwed up and should own up to it!
Revdex.com,Thank you for bringing this customer's concerns to our attention. We appreciate the opportunity to research and respond as necessary.Dominion has been in communication with this customer and is in the process of correcting the error in billing. We appreciate this being brought...
to our attention and regret any inconvenience this may have caused. Again, thank you for allowing us the opportunity to address this customer's concern. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted]Sincerely,
[redacted]
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary. After speaking with this customer on December 5, 2016, Dominion processed the request to refund this customer’s initial...
residential security deposit. The deposit refund check was issued on 12/6/16. Again, thank you for allowing us the opportunity to address this customer’s concerns. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted] Sincerely, Daniel G[redacted] Dominion Virginia Power
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending...
it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]@richmond.Revdex.com.org.
Regards,
[redacted]
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and investigate further. Dominion Energy was in the process of scheduling access to the customer’s location to complete their requested service order...
at the time of this inquiry. Due to the complexity of the existing customer owned metering equipment at this location additional steps are required to complete the customer’s request. I have verified that Dominion Energy has successfully contacted this customer and completed their requested service order. If you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-[redacted]. Sincerely, Daniel Garrett Dominion Energy Virginia Customer Relations & Policy
April 29, 2015
Revdex.com,
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and respond as necessary.
Dominion’s policy requires a security deposit from new customers and returning customers who have not...
had service with us in the last 12 months. Based on the results of our investigation, and as a courtesy to the customer, the Company has waived the requested security deposit.
Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if Customer Relations may be of further assistance to you, please call us at [redacted].
Sincerely,
[redacted]
Customer Relations & Policy
Dominion Virginia Power
Original notice expired on 3/2/17. We do not have record of a requested pay arrangement. Left messages for customer, but customer was able to secure fuel assistance and service was restored on 3/8/17.
February 24, 2017Revdex.com,Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate further. Our research and investigation concludes the customer is enrolled in the Smart Cooling Rewards (SCR) Program; however, the...
Company’s vendor, which tracks and processes the SCR incentive, inadvertently missed this customer’s annual incentive reward due to a data discrepancy issue on their part. Dominion regrets this occurrence. We have contacted the appropriate department and the [redacted] goodwill credit has been processed and has posted to the customer’s account. The customer is satisfied with the Company’s resolution.If you have questions, or if we can be of any further assistance to you or the customer, please call us at 1-800-[redacted].Sincerely,Greg W[redacted]Dominion Virginia PowerCustomer Relations & Policy
Revdex.com,Customer Relations & Policy spoke with the customer yesterday and advised him what documentation is needed to review the account for removal of the charges in question. Once that information is received and reviewed he will be contacted.Sincerely,C. B[redacted]Customer Relations...
& Policy Specialist I
August 17, 2016
Revdex.com,
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate further.
Based on a thorough review of our records, we have determined the customer requested service turn-off on August 8,...
2016. Dominion inadvertently billed the customer through August 11, and we apologize for this error and for any inconvenience and frustration we may have caused. Dominion has spoken to the customer and the appropriate billing adjustment has been made. The customer appears to be satisfied with the Company’s resolution.
Again, thank you for allowing us the opportunity to address the customer’s concern. If Customer Relations and Policy may be of further assistance to you or the customer, please call us at [redacted]
Sincerely,
Greg W[redacted] [redacted]
Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary. Dominion apologizes for any inconvenience regarding the scheduling of the required access to process this customer’s request....
Dominion has successfully completed this customer’s request to have the service disconnected. Again, thank you for allowing us the opportunity to address this customer’s concerns. If you have any additional questions, or if we can be of any further assistance, feel free to call 1-800-938-2118. Sincerely, [redacted]
[redacted]
Revdex.com, Thank you for bringing this customer’s deposit concerns to our attention. We appreciate the opportunity to research and respond as necessary. Dominion prides itself in providing excellent customer service. We apologize for the human performance error of our Customer Care...
associate. Our records indicate we processed a waiver for the $105 deposit on July 15, 2015, in favor of the customer. The deposit adjustment will appear on the next bill date of August 26, 2015. Based on our investigation, we found no evidence to support the account was assessed a reconnect charge. We regret any inconvenience and frustration this matter may have caused. Again, thank you for allowing us the opportunity to address this customer’s concerns. If you have any additional questions, or if we can be of further assistance, please call us at [redacted] Sincerely, [redacted]
[redacted]
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I never saw anyone actually come and pull the meteR to test it. Only spoke with the investigator. Please advise when the meter was pulled for testing.
Regards,
[redacted]
RevDex.com,
Thank
you for bringing our customer's concerns to our attention. We appreciate
the opportunity to research and respond.
We
completed an in-depth investigation and discovered the leaseholder at the
service address in question is not the complainant. ...
Due to recent activity at this location lease
verification is required for the applicant otherwise the verification as well
as full payment for any outstanding balance is required to restore the electric
service.
Again,
thank you for allowing us the opportunity to address this customer's
concern. If you have any additional questions, or if we can be of any
further assistance, please call us at [redacted]
July 23, 2015
Revdex.com,
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further.
Dominion was able to accommodate the customer’s request to
have the Smart Cooling Rewards Program device deactivated and removed. We apologize for the inconvenience and
frustration this issue has caused the customer.
Again, thank you for allowing us the opportunity to address
this customer’s concern. If Customer
Relations may be of further assistance to you or the customer, please call us at [redacted]
Sincerely,
[redacted]
Unfortunately the local inspection on the service conversion from overhead wires to underground wires did not immediately post to the Dominion project. As a result of the contact by the Revdex.com, the local inspection was verified and the work to put the service underground is showing complete.
July 9, 2015
Revdex.com,
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further.
Dominion is working to resolve the customer’s concerns surrounding
the Smart Cooling Rewards Program and we...
acknowledge the customer’s request to un-enroll
from the program.
Again, thank you for allowing us the opportunity to address
this customer’s concerns. If Customer
Relations may be of further assistance to you or the customer, please call us at
[redacted]
Sincerely,
[redacted]
Dominion Virginia Power
Customer Relations