RevDex.com,
"line-height: normal; margin: 0in 0in 0pt;" class="MsoNormal">Thank you for bringing this customer's concerns to our attentionWe appreciate the opportunity to research and respond as necessary
While it is never our desire to interrupt electric service to our customers, we use various channels to communicate pending credit action. A review of the customer's account revealed a notice was displayed atop the electronic bill generated on 10/22/ On the same day we mailed a separate notice to the mailing address on file. Additionally, two courtesy calls were made using the phone number listed on the account on 10/and 11/04; on each occurrence a person answered. To protect our customer's privacy we furnished copies to the customer via email to review.
The payment receipt information was reported after business hours on 11/06; therefore, the service was restored the next day. In the absence of negligence on the part of Dominion, no billing adjustments are warranted
Again, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted]
Sincerely,
[redacted]
Dominion Customer Relations
August 17,
class="MsoNormal" "MARGIN: 0in 0in 10pt">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 causedDominion 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]
RevDex.com,
"margin: 0in 0in 0pt;">Thank you for bringing this customer's billing concerns to our attentionWe appreciate the opportunity to research and respond as necessary We certainly understand no one wants to pay for more electricity than they feel they have used. Because electric consumption is based on many factors, some of which are unique to particular customers, we cannot always explain the reasons for an individual customer's usage. Per the customer's request, we sent a representative to the service address to inspect the meter and ensure the customer was billed for the correct usage on August 18, 2016. Our representative obtained a "visual" meter reading of which was in line with previous meter readings used for billing. We hung a door tag with the results of our findings at the service location Our investigation has failed to disclose any conditions which would indicate the bills previously rendered were incorrectWe encourage the customer to visit our website, dom.com for ways to save conserve energy. Again, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted] Sincerely, MsKC[redacted] Dominion Customer Relations & Policy
Revdex.com,
"">Thank you for bringing our customer's concerns to our attention. We appreciate the opportunity to research and respond We regret any misunderstanding between the customer and our associates. Our research revealed a joint account is involved and this is considered a domestic matter. Domestic matters fall outside the realm of Dominion's responsibility. Please understand we are unable to reverse the payment transaction initiated by the customer. We strongly encourage the customer to contact their bill pay service to recover the payment Again, thank you for allowing us the opportunity to address this customer's concernsIf you have any additional questions, or if we can be of further assistance, please call us at [redacted] Sincerely, MsKC[redacted]
RevDex.com,
"margin: 0in 0in 0pt;">We
certainly understand our customers' concerns regarding the deposit requested at
the time of reconnectionDeposits are held until the account has been
maintained on a current basis for one year.
If the account is eligible for a refund after one year of paying on
time, the deposit is credited to the account.
If not, the deposit will remain until satisfactory credit is established
or service is no longer requested, at which time the deposit will be applied to
the closing bill.
While
it is never our desire to impose a financial burden on our customers, we must
secure our accounts against loss. We
have specific deposit guidelines, which are administered uniformly for all our
customersUnder our Terms and
Conditions filed with the Virginia State Corporation Commission, we are permitted
to collect a security deposit not to exceed our customer's estimated liability
for two months' usageThe deposit request meets the conditions for a security
deposit and unfortunately, we are unable to comply with the request to waive
the depositWe understand this is not
the response our customer was hoping to receive; however, we trust our position
is understood
For additional questions we ask our customer to call Customer Relations & Policy at [redacted]
Sincerely,
CB[redacted]
Customer Relations & Policy
Dear Revdex.com,
Thank you for bringing our customer's concerns to our attention. Per the customer request, we attempted to contact him at the number provided twice since receiving your inquiry. To date we have received no reply.
If [redacted] would...
like to discuss his concerns he can call Customer Relations at [redacted]. We will be pleased to assist him.
Again, thank you for your inquiry.
Sincerely,
[redacted]
Customer Relations
Revdex.com,
The complainant has a customer record with a name he states is no longer in use. In order to change the customer data we must receive the court documents related to the legal change in name. Once received the customer record will be changed. The customer has been...
advised how to provide this information.Security deposits are based on the average electric usage at a premise over at least a 6 month period. This particular premise does not have 6 months usage and is subject to the minimum security deposit amount of $260. Once 6 months usage has been recorded the security deposit can be reassessed.
For further questions or concerns call Customer Relations & Policy at [redacted]
Sincerely,
[redacted]
Dear Revdex.com:
"">
Thank you for bringing our customer's concerns to our attention. We appreciate the opportunity to research and respond
Dominion provides electricity to our customers on an unlimited basis at the customers' discretion. We understand no one wants to pay for more electricity than they feel they have usedWhen our customers have a concern over the amount of the bill, we attempt to explain the usage; however, we are not always able to do so.
When comparing electric bills the key factor to consider is the average daily temperature during the time period in question. The average daily temperature during the billing period from 12/31/to 01/31/was degrees. The average temperature during the previous billing period from 11/28/to 12/30/was degreesThe temperature for the current billing period 12/31/to 01/31/was degrees lower than the temperature during the previous billing period. This difference in average temperature can attribute to an increased amount of electricity used for heating.
Outside of our monthly cycle readings we were able to obtain the following "off cycle" meter readings, which may help determine when the electricity was used.
DATE MAX MIN
DATE TIME READING POSTED TEMP TEMP
01/23/14 10:11:52 4200 01/23/14 35
01/16/14 09:05:40 3562 01/16/14 44
01/10/14 12:56:01 3280 01/14/14 62
01/03/14 14:35:08 2660 01/06/14 42
12/16/13 14:44: 1517 12/16/13 47
12/09/13 14:29:48 997 12/09/13 47
12/06/13 11:53:19 844 12/06/13 80
Our investigation revealed the usage reflected on the December and January bills are based on actual readings obtained from the meter serving this premise and does not warrant any billing adjustments
Sincerely,
[redacted]
Customer Relations Program Specialist
RevDex.com,
"line-height: normal; margin: 0in 0in 0pt;" class="MsoNormal">Thank you for bringing this customer's concerns to our attentionWe appreciate the opportunity to research and respond as necessary
Dominion prides itself in providing excellent customer service. We regret the misunderstanding between our customer and our Customer Care associates. To clarify, Dominion's Distribution Right-of-Way easement grants us rights for ingress and egress access to our facilities, not land rights.
As we understand, our field personnel responded to the customer's tree inquiry. Our investigation revealed the uprooting tree in question is leaning away from our facilities and has absolutely no effect on electric service reliability for this or any customer. Unfortunately, this is a private tree trimming issue; not Dominion's responsibility.
We realize this is not the desired outcome; however, we trust our customer will understand our positionAgain, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted]
Sincerely,
[redacted]
Our Claims Department has reviewed the allegations regarding [redacted] of the water line that was in question. The damage is clearly related to...
corrosion. The image obtained does depict the corrosion leak on the line and it is readily apparent the condition of the line is not related to our excavation. Had the line been struck or damaged by a backhoe, there would be very clear differences; the line would be severed, or scraped, pinched etc.
DEO Claims Supervisor discussed this matter with the water department. At no point did they indicate our employees admitted to damaging the line. They advised they never actually saw the damage; we had placed a clamp over the corrosion hole to limit the amount of water that was exiting. They advised they had assumed we cut into the line using a saw, thinking it was our gas line because of the mismarked water box. Our employees were fully aware that this was not a gas line and at no point did we cut into the line or otherwise disturb the line. We would not operate our saws on an active gas line without the gas being shut off.
The most likely scenario is that while excavating near the line the removal of dirt, previously compacted around the line, allowed for more water leakage. Removing the dirt is not a negligent act and the existing condition of the line is what is at issue here. Based on the foregoing, the company has respectfully denied Ms. [redacted] claim related to the water line.
Concerning Ms. [redacted] claim for costs associated with a contractor response to her property. Dominion would be happy to investigate those claims further and asked the customer to forward a copy of the invoice to Mr. Saulnier for consideration.
Dominion East Ohio Customer Relations
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.The Customer service I spoke too was rude and unprofessional. I've told them the issue of my son was having an asthma problem and that is why I had to pay the big amount of money to get it connected, but the response I received was that "Well then go take him to the hospital", I mean this is not the way you speak to a customer. I would like a copy of the conversation so if I ever decided to bring this issue to a higher court I just want something for my record. Joking around regarding my son life is a no joking matter and I believe I have the right to do this. I was begging for them to get it reconnect and I felt like I was disrespected by their services.
Regards,
[redacted]
Revdex.com,
normal; MARGIN: 0in 0in 0pt" class="MsoNormal">
Thank you for bringing this customer’s deposit concerns to our attention. We appreciate the opportunity to research and respond as necessary.
As a regulated utility, Dominion is governed by the Virginia State Corporation Commission (SCC). In compliance with our Terms and Conditions, on file with the SCC, we may secure accounts with deposits as a means of preventing losses. A deposit is required for all new customers without previous satisfactory payment history with us within the last 12 months.
A credit reference letter from another electric or gas utility reflecting at least 12 months of service with the utility may be submitted for our review to waive the requested deposit. Once received, our Customer Credit Services group will contact the customer via phone or email and advise the status of the deposit. Should the customer wish to send the credit reference letter, I have provided our contact information:
[redacted]
[redacted]
[redacted]
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]
September 3, 2015
Revdex.com,
10pt">Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate further.
Dominion has resolved the customer’s inquiry about service connection. The Company made telephone contact to the customer and clarified previous telephone conversations concerning account notifications. The customer appears to be satisfied with the Company’s position in this regard.
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 a[redacted]
Sincerely,
[redacted]
[redacted]
[redacted]
[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]
I'd like to add that Greg W[redacted] from Dominion Power Customer Service was very responsive and I really appreciated his efforts to assist!!
Regards,
[redacted]
Revdex.com,
We have researched the issue with the customer billing and found the customer's email provider considers the address from Dominion to be spam and blocks the emails. We have advised the customer of the steps needed to receive future emails from...
Dominion.
Sincerely,
C. B[redacted]
Customer Relations & Policy
Revdex.com,
Thank you for bringing our customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
This customer is already participating in an active payment arrangement plan and as such, is not currently eligible for...
an extension on the payment due date.
Again, thank you for allowing us the opportunity to address our customer’s concern. If you have any additional questions, or if we can be of any further assistance, feel free to call [redacted]
Sincerely,
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]
Dear [redacted]:
On behalf of Dominion Retail, Inc. d/b/a Dominion Energy
Solutions (“DES”), I am responding to the above-referenced complaint.
Complainant, whose prior service address was located on the
[redacted])...
natural gas utility system on [redacted],
has been a natural gas commodity customer of DES dating back to October 1998. Her
account with DES was automatically cancelled on February 21, 2014, evidently
because her residence has been sold. Reportedly, Complainant is now due a
refund from DES. However, because the utility ([redacted]), not DES, is responsible
for the monthly billing, it is necessary that DES await receipt of closing account
information from [redacted]s before any necessary DES refund payment to Complaint
can be processed. This can take several months.
The timing of the refund process was explained to Complaint
when she called the DES call center on April 9, 2014 to inquire about her refund.
The DES call center supervisor she spoke to that day offered to attempt to
expedite the refund process if Complainant would send DES—by facsimile or email—a
copy of the final utility bill shows the refund amount. She declined and to
date has not sent the requested information. Thus, any refund she is entitled
to will be processed in normal fashion after DES receives the necessary final
account information from [redacted]s.
In conclusion, while DES appreciated Complainant’s 15-plus
years as a customer of DES< at the same time DES denies any allegations by
her of wrongdoing.
I am providing Complaint a copy of this letter by U.S. Mail.
Please contact me should you have any questions.
Respectfully submitted,
[redacted] [redacted]
October
6, 2016
face="Times New Roman" size="3">
RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further.
Dominion
made telephone contact to the customer and discussed high bill concerns.
Additionally, the Company exchanged the customer’s meter with a new meter. The
Company forwarded the customer’s old meter to our Meter Shop, located in
Richmond, Virginia for a time-run meter test. Our tariff, filed with the
Virginia State Corporation Commission, states the meter should record at plus
or minus 2% of 100% to be considered accurate.
When the
time-run meter test is complete, the Company will notify the customer regarding
the meter test results.
In
regard to learning more about Energy Conservation, the customer may visit our
website a[redacted] and enter Energy Saving
Tips in the search field or feel free to contact our Customer Service Center at
[redacted]
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]
Dominion
Virginia Power
Customer Relations & Policy
Revdex.com,
normal; MARGIN: 0in 0in 0pt" class="MsoNormal">
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
Our investigation revealed our field crew was performing underground work which required access to our transformer. The decal on our transformer convey obstructions such as trees, shrubbery, decorative screens, or fences may become damaged or removed if they prohibit access to maintain or operate our equipment.
Dominion contacted the customer via telephone on May 7, 2015. The Company agreed to replace the holly bush under the condition that it is not replanted in front of our underground transformer. On May 8, the customer received the new bush. The customer is satisfied with the Company’s resolution.
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,
Ms. [redacted]
Dominion Customer Relations & Policy Specialist II
RevDex.com,
"line-height: normal; margin: 0in 0in 0pt;" class="MsoNormal">Thank you for bringing this customer's concerns to our attentionWe appreciate the opportunity to research and respond as necessary
While it is never our desire to interrupt electric service to our customers, we use various channels to communicate pending credit action. A review of the customer's account revealed a notice was displayed atop the electronic bill generated on 10/22/ On the same day we mailed a separate notice to the mailing address on file. Additionally, two courtesy calls were made using the phone number listed on the account on 10/and 11/04; on each occurrence a person answered. To protect our customer's privacy we furnished copies to the customer via email to review.
The payment receipt information was reported after business hours on 11/06; therefore, the service was restored the next day. In the absence of negligence on the part of Dominion, no billing adjustments are warranted
Again, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted]
Sincerely,
[redacted]
Dominion Customer Relations
August 17,
class="MsoNormal" "MARGIN: 0in 0in 10pt">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 causedDominion 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]
RevDex.com,
"margin: 0in 0in 0pt;">Thank you for bringing this customer's billing concerns to our attentionWe appreciate the opportunity to research and respond as necessary We certainly understand no one wants to pay for more electricity than they feel they have used. Because electric consumption is based on many factors, some of which are unique to particular customers, we cannot always explain the reasons for an individual customer's usage. Per the customer's request, we sent a representative to the service address to inspect the meter and ensure the customer was billed for the correct usage on August 18, 2016. Our representative obtained a "visual" meter reading of which was in line with previous meter readings used for billing. We hung a door tag with the results of our findings at the service location Our investigation has failed to disclose any conditions which would indicate the bills previously rendered were incorrectWe encourage the customer to visit our website, dom.com for ways to save conserve energy. Again, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted] Sincerely, MsKC[redacted] Dominion Customer Relations & Policy
Revdex.com,
"">Thank you for bringing our customer's concerns to our attention. We appreciate the opportunity to research and respond We regret any misunderstanding between the customer and our associates. Our research revealed a joint account is involved and this is considered a domestic matter. Domestic matters fall outside the realm of Dominion's responsibility. Please understand we are unable to reverse the payment transaction initiated by the customer. We strongly encourage the customer to contact their bill pay service to recover the payment Again, thank you for allowing us the opportunity to address this customer's concernsIf you have any additional questions, or if we can be of further assistance, please call us at [redacted] Sincerely, MsKC[redacted]
RevDex.com,
"margin: 0in 0in 0pt;">We
certainly understand our customers' concerns regarding the deposit requested at
the time of reconnectionDeposits are held until the account has been
maintained on a current basis for one year.
If the account is eligible for a refund after one year of paying on
time, the deposit is credited to the account.
If not, the deposit will remain until satisfactory credit is established
or service is no longer requested, at which time the deposit will be applied to
the closing bill.
While
it is never our desire to impose a financial burden on our customers, we must
secure our accounts against loss. We
have specific deposit guidelines, which are administered uniformly for all our
customersUnder our Terms and
Conditions filed with the Virginia State Corporation Commission, we are permitted
to collect a security deposit not to exceed our customer's estimated liability
for two months' usageThe deposit request meets the conditions for a security
deposit and unfortunately, we are unable to comply with the request to waive
the depositWe understand this is not
the response our customer was hoping to receive; however, we trust our position
is understood
For additional questions we ask our customer to call Customer Relations & Policy at [redacted]
Sincerely,
CB[redacted]
Customer Relations & Policy
Dear Revdex.com,
Thank you for bringing our customer's concerns to our attention. Per the customer request, we attempted to contact him at the number provided twice since receiving your inquiry. To date we have received no reply.
If [redacted] would...
like to discuss his concerns he can call Customer Relations at [redacted]. We will be pleased to assist him.
Again, thank you for your inquiry.
Sincerely,
[redacted]
Customer Relations
Revdex.com,
The complainant has a customer record with a name he states is no longer in use. In order to change the customer data we must receive the court documents related to the legal change in name. Once received the customer record will be changed. The customer has been...
advised how to provide this information.Security deposits are based on the average electric usage at a premise over at least a 6 month period. This particular premise does not have 6 months usage and is subject to the minimum security deposit amount of $260. Once 6 months usage has been recorded the security deposit can be reassessed.
For further questions or concerns call Customer Relations & Policy at [redacted]
Sincerely,
[redacted]
Dear Revdex.com:
"">
Thank you for bringing our customer's concerns to our attention. We appreciate the opportunity to research and respond
Dominion provides electricity to our customers on an unlimited basis at the customers' discretion. We understand no one wants to pay for more electricity than they feel they have usedWhen our customers have a concern over the amount of the bill, we attempt to explain the usage; however, we are not always able to do so.
When comparing electric bills the key factor to consider is the average daily temperature during the time period in question. The average daily temperature during the billing period from 12/31/to 01/31/was degrees. The average temperature during the previous billing period from 11/28/to 12/30/was degreesThe temperature for the current billing period 12/31/to 01/31/was degrees lower than the temperature during the previous billing period. This difference in average temperature can attribute to an increased amount of electricity used for heating.
Outside of our monthly cycle readings we were able to obtain the following "off cycle" meter readings, which may help determine when the electricity was used.
DATE MAX MIN
DATE TIME READING POSTED TEMP TEMP
01/23/14 10:11:52 4200 01/23/14 35
01/16/14 09:05:40 3562 01/16/14 44
01/10/14 12:56:01 3280 01/14/14 62
01/03/14 14:35:08 2660 01/06/14 42
12/16/13 14:44: 1517 12/16/13 47
12/09/13 14:29:48 997 12/09/13 47
12/06/13 11:53:19 844 12/06/13 80
Our investigation revealed the usage reflected on the December and January bills are based on actual readings obtained from the meter serving this premise and does not warrant any billing adjustments
Sincerely,
[redacted]
Customer Relations Program Specialist
RevDex.com,
"line-height: normal; margin: 0in 0in 0pt;" class="MsoNormal">Thank you for bringing this customer's concerns to our attentionWe appreciate the opportunity to research and respond as necessary
Dominion prides itself in providing excellent customer service. We regret the misunderstanding between our customer and our Customer Care associates. To clarify, Dominion's Distribution Right-of-Way easement grants us rights for ingress and egress access to our facilities, not land rights.
As we understand, our field personnel responded to the customer's tree inquiry. Our investigation revealed the uprooting tree in question is leaning away from our facilities and has absolutely no effect on electric service reliability for this or any customer. Unfortunately, this is a private tree trimming issue; not Dominion's responsibility.
We realize this is not the desired outcome; however, we trust our customer will understand our positionAgain, thank you for allowing us the opportunity to address this customer's concernIf you have any additional questions, or if we can be of any further assistance, please call us at [redacted]
Sincerely,
[redacted]
Our Claims Department has reviewed the allegations regarding [redacted] of the water line that was in question. The damage is clearly related to...
corrosion. The image obtained does depict the corrosion leak on the line and it is readily apparent the condition of the line is not related to our excavation. Had the line been struck or damaged by a backhoe, there would be very clear differences; the line would be severed, or scraped, pinched etc.
DEO Claims Supervisor discussed this matter with the water department. At no point did they indicate our employees admitted to damaging the line. They advised they never actually saw the damage; we had placed a clamp over the corrosion hole to limit the amount of water that was exiting. They advised they had assumed we cut into the line using a saw, thinking it was our gas line because of the mismarked water box. Our employees were fully aware that this was not a gas line and at no point did we cut into the line or otherwise disturb the line. We would not operate our saws on an active gas line without the gas being shut off.
The most likely scenario is that while excavating near the line the removal of dirt, previously compacted around the line, allowed for more water leakage. Removing the dirt is not a negligent act and the existing condition of the line is what is at issue here. Based on the foregoing, the company has respectfully denied Ms. [redacted] claim related to the water line.
Concerning Ms. [redacted] claim for costs associated with a contractor response to her property. Dominion would be happy to investigate those claims further and asked the customer to forward a copy of the invoice to Mr. Saulnier for consideration.
Dominion East Ohio Customer Relations
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.The Customer service I spoke too was rude and unprofessional. I've told them the issue of my son was having an asthma problem and that is why I had to pay the big amount of money to get it connected, but the response I received was that "Well then go take him to the hospital", I mean this is not the way you speak to a customer. I would like a copy of the conversation so if I ever decided to bring this issue to a higher court I just want something for my record. Joking around regarding my son life is a no joking matter and I believe I have the right to do this. I was begging for them to get it reconnect and I felt like I was disrespected by their services.
Regards,
[redacted]
Revdex.com,
normal; MARGIN: 0in 0in 0pt" class="MsoNormal">
Thank you for bringing this customer’s deposit concerns to our attention. We appreciate the opportunity to research and respond as necessary.
As a regulated utility, Dominion is governed by the Virginia State Corporation Commission (SCC). In compliance with our Terms and Conditions, on file with the SCC, we may secure accounts with deposits as a means of preventing losses. A deposit is required for all new customers without previous satisfactory payment history with us within the last 12 months.
A credit reference letter from another electric or gas utility reflecting at least 12 months of service with the utility may be submitted for our review to waive the requested deposit. Once received, our Customer Credit Services group will contact the customer via phone or email and advise the status of the deposit. Should the customer wish to send the credit reference letter, I have provided our contact information:
[redacted]
[redacted]
[redacted]
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]
Sincerely,
[redacted]
September 3, 2015
Revdex.com,
10pt">Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate further.
Dominion has resolved the customer’s inquiry about service connection. The Company made telephone contact to the customer and clarified previous telephone conversations concerning account notifications. The customer appears to be satisfied with the Company’s position in this regard.
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 a[redacted]
Sincerely,
[redacted]
[redacted]
[redacted]
[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]
I'd like to add that Greg W[redacted] from Dominion Power Customer Service was very responsive and I really appreciated his efforts to assist!!
Regards,
[redacted]
Revdex.com,
We have researched the issue with the customer billing and found the customer's email provider considers the address from Dominion to be spam and blocks the emails. We have advised the customer of the steps needed to receive future emails from...
Dominion.
Sincerely,
C. B[redacted]
Customer Relations & Policy
Revdex.com,
Thank you for bringing our customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
This customer is already participating in an active payment arrangement plan and as such, is not currently eligible for...
an extension on the payment due date.
Again, thank you for allowing us the opportunity to address our 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]
[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]
Dear [redacted]:
On behalf of Dominion Retail, Inc. d/b/a Dominion Energy
Solutions (“DES”), I am responding to the above-referenced complaint.
Complainant, whose prior service address was located on the
[redacted])...
natural gas utility system on [redacted],
has been a natural gas commodity customer of DES dating back to October 1998. Her
account with DES was automatically cancelled on February 21, 2014, evidently
because her residence has been sold. Reportedly, Complainant is now due a
refund from DES. However, because the utility ([redacted]), not DES, is responsible
for the monthly billing, it is necessary that DES await receipt of closing account
information from [redacted]s before any necessary DES refund payment to Complaint
can be processed. This can take several months.
The timing of the refund process was explained to Complaint
when she called the DES call center on April 9, 2014 to inquire about her refund.
The DES call center supervisor she spoke to that day offered to attempt to
expedite the refund process if Complainant would send DES—by facsimile or email—a
copy of the final utility bill shows the refund amount. She declined and to
date has not sent the requested information. Thus, any refund she is entitled
to will be processed in normal fashion after DES receives the necessary final
account information from [redacted]s.
In conclusion, while DES appreciated Complainant’s 15-plus
years as a customer of DES< at the same time DES denies any allegations by
her of wrongdoing.
I am providing Complaint a copy of this letter by U.S. Mail.
Please contact me should you have any questions.
Respectfully submitted,
[redacted] [redacted]
October
6, 2016
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RevDex.com,
Thank
you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and
investigate further.
Dominion
made telephone contact to the customer and discussed high bill concerns.
Additionally, the Company exchanged the customer’s meter with a new meter. The
Company forwarded the customer’s old meter to our Meter Shop, located in
Richmond, Virginia for a time-run meter test. Our tariff, filed with the
Virginia State Corporation Commission, states the meter should record at plus
or minus 2% of 100% to be considered accurate.
When the
time-run meter test is complete, the Company will notify the customer regarding
the meter test results.
In
regard to learning more about Energy Conservation, the customer may visit our
website a[redacted] and enter Energy Saving
Tips in the search field or feel free to contact our Customer Service Center at
[redacted]
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]
Dominion
Virginia Power
Customer Relations & Policy
Revdex.com,
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Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
Our investigation revealed our field crew was performing underground work which required access to our transformer. The decal on our transformer convey obstructions such as trees, shrubbery, decorative screens, or fences may become damaged or removed if they prohibit access to maintain or operate our equipment.
Dominion contacted the customer via telephone on May 7, 2015. The Company agreed to replace the holly bush under the condition that it is not replanted in front of our underground transformer. On May 8, the customer received the new bush. The customer is satisfied with the Company’s resolution.
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,
Ms. [redacted]
Dominion Customer Relations & Policy Specialist II