Revdex.com,
Dominion offers multiple options to make payment for electric servicesThere are options available to pay without fee
In the instance a check is returned, it is standard policy to restrict check
payments for monthsFor further information, out customer can contact Customer Relations & Policy at 1-800-938-2118.
Sincerely,
Customer Relations & Policy
Revdex.com, Thank you for bringing this customer’s deposit concerns to our attentionWe appreciate the opportunity to research and respond as necessaryWe certainly regret any misunderstanding between our customer and our Customer Care associatesAs a regulated utility,
Dominion is governed by the *** *** *** *** (***)In compliance with our Terms and Conditions, on file with the ***, we may secure accounts with deposits as a means of preventing lossesEffective March 7, 2014, Dominion discontinued the use of the *** *** *** *** (***) score to waive depositsA deposit is required for all new customers without previous satisfactory payment history with us within the last monthsOnce the deposit is paid in full, it is held until our customer has maintained the account on a current basis for one yearOur records indicate a deposit of $was requested when the customer’s account was established in February and billed in four installments; three at $and the final installment at $We received the last $installment payment on 06/25/Accounts are reviewed one year from the date the last deposit installment was paid in fullIf the credit history is satisfactory, the deposit will be applied to the account on the following month’s billThe customer may request a refund check after the deposit/interest is applied to the accountAgain, 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 ***Sincerely, Ms. ** *** Dominion Customer Relations
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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,
*** ***
Dominion power owes me money from an account in and the deposit was not applied and they said it went to a defective meter , etcI spoke to people several timrs over a year period and since then , I have not been required to pay a deposit for any account with themThey are not owning up to the mistake and I dont feel like I should have to eitherI do not need a payment plan at all I could be in full , but it should be due to me not being put on notice from themDominion needs to be regulated
December 18, 2015
10pt;">Revdex.com,
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further
On December 17, 2015, Dominion made telephone contact to the
customer’s daughter, and after account verification, discussed their high
bill concern Going forward, the Company
and the customers intend to work together to help resolve the high bill
issue. The Company has placed work orders
to schedule a high bill investigation and an on-site meter test for the
customers. The Company will provide the
customers with the results of our investigation and meter test by official
correspondence
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 customer, please
call us at 1-800-938-
Sincerely,
Greg W***
Dominion Virginia Power
Customer Relations & Policy
Customer enrolled in the water heater Repair/Replacement program on 3/3/2010. On 3/6/customer filed a claim that their water heater was leaking. On 3/8/a technician went to the residence and discoverd a functioning yet leaking hot water heater. Repairs would
require replacement to resolve the issue. The hot water tank was a 73 gallon natural gas unit. As expressed in item of the Terms and Conditions the program only covers water heaters up to gallons in capacity. Since the customer was never eligible to receive any benefit from the program due to size of the tank, we have refunded all premium payments in the amount of $***. Refund check mailed to customer 3/27/
Dear *** *** December 10,On behalf of Dominion Products andServices, Inc, ("DPS" or "Company"), I am responding to theabove-referenced complaintBy way of background, Complainant's account history is as follows:aBeginning in January 2013,
Complainantseparately enrolled in the following seven service warranty programsoffered by DPS in the Pittsburgh area;I.In-Home Electric Line Repair Program January 2, $Water Heater Repair & Replacement Program January 2,$HVAC (furnace and A/C) Repair Program January 2, 2013$Sewer Line repair Program February 18, $All Line repair Program February 18, $All Line Preferred Restoration Program February 18, $In-home Plumbing repair Program December 11, $7.95Complainantfiled the following nine separate program claims beginning in Apl'iIneach case, DPS dispatched a contractor to Complainant's home in response to theclaim:In Home Plumbing Repair Program April 2, Clean out food waste disposerof foreign objects and repair sink drain2.In-Home Electric Line Repair Program April 24, Short circuit in kitchenIn-home electric line repair program April 29, Locate/replace badbreaker4.HVAC May 18, thermostat issue5.In-home electric line repair program September 25, stove/cooktop wiring6.sewer line repair program October 7, clearing of sewer line7.in home electric line repair program December 6, remove unsafe elec box8.in home electric line repair program September 10, replace porchoutlets/ examine porch wiring9.In-home electric line repair program September 17,2nd opinionon porch wiringAsthis account history amply demonstrates, Complainant has made extensive useofDPS's programs since first enrolling last yearIn fact, to date the Companyhas spent nearly $1,in servicing Complainant's many claimsIt is thus a curiosity thatComplainant-who apparently had no hesitation in filing various repeated programclaims with the Company-would now allege, among other things, that DPS is "slow,unprofessional, and delayed" and "intimidate[s]customers"Simply stated, each of Complainant's allegations isoutrageous and all are strongly denied Complainant'smain concern appears to have to do with the September claims for in-homeelectric workDPS's contractor, in responding to those claims, noted thatcertain outlets and lighting at Complainant's home were improperly wiredtogether on the same circuit breaker and that an incorrect fault breaker(specifically, an arc fault-type breaker) was being used, The contractorcorrectly advised Complainant that these problems were not eligible for repairunder the program since they were the result of previously improved donethird-patty electrical workDPS even had a second contractor verify theseconclusionsDPS employees also on multiple occasions repeated the explanationfor the claim denial to Complainant.DPSstands by its position in this matterMoreover, the Company submits that ithas in all respects lived up to its contractual obligations to Complainantunder each of the seven programsAs already noted, to the extent Complainantis unhappy with any or all of the programs, Complainant is free to cancel.To conclude,DPS has done nothing wrong in this matter and respectfully requests that thiscase be immediately closed.Please contact me should you haveany questions.Respectfully submitted*** ***
RevDex.com,
Roman">Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary
We understand economic conditions may cause difficulties for our customers; therefore, we offer short and long-term payment arrangements. We thoroughly reviewed the customer’s account and are unable to grant a short-term extension until *** *, in lieu of the long-term payment arrangement already offered to the customer on *** ** ***. Should the customer wish to accept the long-term arrangement they may do so by calling our helpline at ***
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 ***
Sincerely,
*** ** ***
Dominion Customer Relations
Revdex.com,
"MARGIN: 0in 0in 0pt" class="MsoNormal">Thank you for bringing our customer’s concerns to our attention. We appreciate the opportunity to research and respond
We certainly understand no one wants to pay for more electricity than they feel they have usedPer the customer’s request, we sent a representative to the service address on January 28, to inspect the meter and ensure the customer was billed for the correct usage. Our research revealed the original meter installed at the home was also equipped with an Encoder Receiver Transmitter (ERT). The ERT allows Dominion to read our meter remotely while driving through an area in a specially-equipped van. Our representative obtained a “visual” meter dial reading of 91007, which was in line with previous meter readings. A time-run meter test was performed on 03/03/15. The meter was found to be recording 101.1% on the light load and 98.9% on the full load. The results of this test reflected that the meter was recording within the accuracy limits of 2% plus or minus of 100% as set for by the Virginia State Corporation Commission.
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. For our customer’s review, shown below is electric consumption (use per day) from 11/25/to 01/28/15. As you can see the consumption significantly increased between 12/15/and 01/16/and then decreased.
Our investigation failed to disclose any conditions which would indicate the bills previously rendered were incorrect and no billing adjustments are warranted.
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 ***
Sincerely,
Ms. ** ***
Dominion Customer Relations
RDG DATE MAX MIN
DATE TIME READING SRC POSTED TEMP TEMP Use per day
01/29/15 14:07:08 40 U 01/30/15 42 22
Meter exchange 01/28/
01/28/15 09:03:21 91007 U 01/28/15 44
01/27/15 09:49:59 90969 U 01/27/ 39 30
01/23/15 15:16:21 90788 U 01/23/15 42 33
01/22/15 12:34:33 90734 U 01/22/15 51 26
01/21/15 14:59:44 90689 U 01/21/15 43
01/20/15 17:25:46 90657 U 01/21/15 60 31
01/16/15 12:41:54 90445 V 01/16/15 53 115
01/13/15 12:42:26 90099 U 01/13/15 42 30
01/08/15 13:32:48 89196 V 01/09/15 26
01/06/15 14:27:53 88898 U 01/06/15 44 28
12/05/14 15:27:26 85006 U 12/08/14 48 40
12/04/14 13:37:03 84974 U 12/05/14 50 37
12/03/14 14:40:10 84936 U 12/04/14 59 40
12/02/14 08:29:28 84892 V 12/02/14 49 39
11/26/14 10:04:51 84642 U 11/26/14 50 37
11/25/14 11:13:31 84611 U 11/25/14 68
Revdex.com,Thank you for bringing this customer's concerns to our attentionWe appreciate the opportunity to research and respond as necessary.The customer's service was reconnected Friday, April 24, the same day payment was receivedDominion was unaware of a medical
condition in the homeWe will mail a medical form to the customer for their doctor to complete and return to Dominion so the account can be properly noted.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 further assistance, feel free to call ***.Sincerely,
*** ***Customer Relations & Policy SpecialistDominion Virginia Power
June 4,
RevDex.com,
"">
Thank you
for bringing this customer’s concern to our attention. We appreciate the opportunity to research and respond as
necessary
Dominion
made telephone contact to the customer on June and discussed the customer’s
concernsThe 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
Customer Relations may be of further assistance to you, please call us at
***
Sincerely,
*** ***
*** *** * ***
*** *** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While I do understand when I signed up they were in the middle of changing their company policy and can appreciate they moved away from using an illegitimate way of determining a consumers risk factor. That resolves part of my issue but the main concern is Dominion forcefully requires consumers to agree to something that is not provided to them or made totally clear within a short phone call. While talking to Dominion's representative they told me two different stories about how or if a deposit is required If I was told I would have to wait months from the last installment date I would have paid the $upfront I had plans for that money this spring and being falsely informed about how the refund works is not acceptable in my eyes as the consumer In a free market consumers are suppose to be able to choose between multiple companies This choice is what keeps companies competitive and helps nurture creativity to help drive demand for product But what the *** has done is created a monopolistic market in which the electrical companies don't have to compete creating large voids in responsible business practices As the consumer any demand for an alternative energy supply is restricted to extremely expensive green energy options or use primitive survival techniques to boycott power companies Also I was told the deposit I was required to pay was $and now you’re telling me you collected $without notifying me That is fraudulent and seeing how I never received a deposit contract I have no way of proving any of this That is the point I am trying to make Dominion requires consumers to agree to something that is not readily made available to them But as the consumer guess what I have no choice if I want power to my house I have to agree with everything the Dominion agent says even if it is illegal. If Dominion is truly trying to alleviate their risk by determining a consumers nonpayment risk why don’t they start by checking on the consumers credit score which is what every other company does in the US before agreeing to a credit based contract And guess what a person’s credit score will give you a more accurate picture of a person’s payment history.It’s time the *** reviews these monopolistic utility companies and decide if maybe they have been given to much power for a business in a noncompetitive market place
Regards,*** ***
Revdex.com,Thank you for bringing this customer's concerns to our attentionWe 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 billingWe appreciate
this being brought to our attention and regret any inconvenience this may have causedAgain, 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, feel free to call ***Sincerely,
*** ***
*** *** ***
RevDex.com,
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 has taken strong steps to resolve the technical issues that many of our customers experienced with our Smart Cooling call center regarding hold times and disconnects. On 06/17, we deactivated the cooling device on the customer’s AC unit in our operating system for future eventsWe processed a request to remove the switch which may take up to three weeks
We apologize for any inconvenience or frustration this incident may have caused
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 ***
Sincerely,
*** ***
*** *** *** * *** *** **
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As *** *** points out I have received a phone call from her during the day time, which is when I am at work It just so happens for the last evenings I also Have had prior commitments when I get off of work and have not had time to return her callSO I am not sure if the office is open when I am available, neither did I see an option for an evening phone when I filed my complaint, however I could have overlooked that since the frustration I have experienced with dominion.
Her message regarding that I made payments to an old account number is not what is contestedHowever, I have lived at this new address with the supposed NEW account number for almost years All of my prior payments ( not including the ones relevant to this compliant) to my knowledge have been accepted and applied to my current account therefore dominion acknowledged that they knew where to apply payments for the old account as they had been accepting them up to that point for over year before the first discrepancy occurredthen they continued to accept payments to that account for almost exactly year as the next discrepancy occurred in October also
Then each additional payment thereafter was misallocatedthe calls are recorded, the notes document the discrepancy, fee reversals and proper allocation being madeat least letters came to my house to notify me my account had been credited $which was what caused me to call in and inquire what was going onthat CSR then looked at the notes and confirmed it was all handled properly and be reflected in the next billing cycleSince Dom accepted payments for over a year to that account they knew where the money should go ultimately and had displayed such Just because a foot note is added to the bottom of a letter does not mean that monies coming in is intended to go to their energy share programif payment processor noticed an account has been "closed" for over a year, but all incoming payments have been applied to my current account then it should have raised a red flag in any company that was focused on customer care vsthe funds they obtain through their monopoly.
Dominion has already admitted fault and attempted to correct what needs to be correctedthey have created the paper trail in resolving the matter they just have NOT applied it to their system to update properly again perhaps if I hadn't been laid in recovery from my vehicle collision I may have caught it soonerbut it is set up as an eft from my account in an attempt to make sure that at least enough was paid while recovering from my accident that my power would not be shut off.
If Dominion hadn't accepted payment s for over a year prior to this instance I may be willing to take some fault for thisbut they took payments tot hat account and transferred them properly for period exceeding a year, hence had established that it was an acceptable way to continue to make payment and provided no notice that it would change again generic messages do not address a specific person or account.
Regards,
*** ***
June 4,
Revdex.com,
Thank you for bringing this customer's concern to our attentionWe appreciate the opportunity to research and investigate the customer's issue
Dominion made telephone contact to the customer on June 3, 2014,
and discussed concernsDue to a non-recording meter issue and prior customer conversation, a goodwill credit was applied to the customer's account to offset the customer's previous billing adjustmentThe customer is satisfied with the Company's resolution
Again, thank you for allowing us the opportunity to address this customer's concernIf Customer Relations may be of further assistance to you or the customer, please call us at ***
Sincerely,
*** ***
Dominion Virginia Power
Customer Relations
?
Revdex.com,Thank you for sharing our customers' concernsThe meter at this premise is read by encoder receiver transmitter (ERT) which is gathered by a device in vans as they pass within approximately feet of the meterThis is the reason the customer will not see
a meterman visually read the meter.Today, a service investigator as well as a meterman met with the landlord and tested the meterThe meter tested within limits as set forth by the State Corporation Commission of VAthe results were discussed with the landlordAdditionally, the ERT reading and the actually meter dial reading matchThis verifies the transmissions received by van are correct.Our investigation failed to disclose any conditions which would indicate the customers' bill is incorrectWe understand his concern in this matter, but in view of our findings, no adjustment/refund is warranted.Please contact Customer Relations & Policy for further questions.Sincerely,** ***Customer Relations & Policy
RevDex.com,
Thank you for bringing this customer’s deposit concerns to our attentionWe appreciate the opportunity to research and respond as necessary
Our Outdoor Lighting group responded to the customer and communicated the parking lot lights and sidewalk lights in question are either watchlights or private lights. Unfortunately, we are unable to investigate and validate the lights are ours without the active watchlight billing account information for this townhome community. Notably, maintenance and repairs to private lights are outside of the realm of Dominion’s responsibility
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 ***
Sincerely,
*** ** ***
Dominion Customer Relations
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I made the payment prior to the cutoff using their online system to do sothey did not process it in timeI am now aware there was a set of links that would have allowed the payment to be processed a day earlier, and I wish I was aware of that (its not the default im told)But the situation is what it is I will be happy/ satisfied if they just remove the $23.xx reconnect fee, as the deposit is now mootI no longer wish to do business with DOMI wish my service to be disconnected effective COB Aug 9th
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
RevDex.com,
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 usedPer the customer’s request, we sent a representative to the service address on July 10, to inspect the meter and ensure the customer was billed for the correct usage. Our representative obtained a “visual” meter reading which was in line with previous meter readings and performed a calibrated meter test.
The meter was found to be recording 99.82% on the Light Load and 100.05% on the Full Load. The standards filed with our regulatory body require recording within 2% plus or minus of 100%. The results of this test reflected that the meter was recording well within the accuracy limits as set forth by the Virginia State Corporation Commission. Our investigation has failed to disclose any conditions which would indicate the bills previously rendered were incorrect.
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 ***
Sincerely,
*** ** ***
Dominion Customer Relations & Policy
On behalf of Dominion Products and Services, Inc("DPS"), I am responding to the above•referenced complaint concerning DPS's In-Home Electric Line Repair Program ("Program"). Please note that
it is DPS, not Dominion Virginia Power ('DVP,,), which is the appropriate respondent in this matter. DPS denies the allegations of wrongdoing by Complainant. Complainant, who is an electric utility customer ofDVP, emolled in the Program on March 27, by signed business reply cardUnder the Program, the monthly charge of $is billed on a customer's monthly DVP bill in a separate and distinct section of the billAs set forth clearly in the Program terms and conditions, customers become eligible for coverage after the first payment is received by DPS and enrollment in the Program exceeds daysMoreover, to maintain eligibility, a customer must ensure that he or she is paying timely and paying enough each month to DVP to cover both DVP's chargwhich all payments are always first applied-and DPS's charges. After his March 27, enrollment, Complainant's first DVP bill statement containing the $Program charge was issued on April 30, However, when Complainant called in a Program claim to DPS on May 8, he was denied because as of that date DPS had not received the required first Program paymentWhile DPS regrets that this situation has occurred, it stands by that denial. In conclusion, DPS has done nothing wrong in this matter and respectfully requests that the complaint be closed
Revdex.com,
Dominion offers multiple options to make payment for electric servicesThere are options available to pay without fee
In the instance a check is returned, it is standard policy to restrict check
payments for monthsFor further information, out customer can contact Customer Relations & Policy at 1-800-938-2118.
Sincerely,
Customer Relations & Policy
Revdex.com, Thank you for bringing this customer’s deposit concerns to our attentionWe appreciate the opportunity to research and respond as necessaryWe certainly regret any misunderstanding between our customer and our Customer Care associatesAs a regulated utility,
Dominion is governed by the *** *** *** *** (***)In compliance with our Terms and Conditions, on file with the ***, we may secure accounts with deposits as a means of preventing lossesEffective March 7, 2014, Dominion discontinued the use of the *** *** *** *** (***) score to waive depositsA deposit is required for all new customers without previous satisfactory payment history with us within the last monthsOnce the deposit is paid in full, it is held until our customer has maintained the account on a current basis for one yearOur records indicate a deposit of $was requested when the customer’s account was established in February and billed in four installments; three at $and the final installment at $We received the last $installment payment on 06/25/Accounts are reviewed one year from the date the last deposit installment was paid in fullIf the credit history is satisfactory, the deposit will be applied to the account on the following month’s billThe customer may request a refund check after the deposit/interest is applied to the accountAgain, 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 ***Sincerely, Ms. ** *** Dominion Customer Relations
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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,
*** ***
Dominion power owes me money from an account in and the deposit was not applied and they said it went to a defective meter , etcI spoke to people several timrs over a year period and since then , I have not been required to pay a deposit for any account with themThey are not owning up to the mistake and I dont feel like I should have to eitherI do not need a payment plan at all I could be in full , but it should be due to me not being put on notice from themDominion needs to be regulated
December 18, 2015
10pt;">Revdex.com,
Thank you for bringing this customer’s concern to our
attention. We appreciate the opportunity
to research and investigate further
On December 17, 2015, Dominion made telephone contact to the
customer’s daughter, and after account verification, discussed their high
bill concern Going forward, the Company
and the customers intend to work together to help resolve the high bill
issue. The Company has placed work orders
to schedule a high bill investigation and an on-site meter test for the
customers. The Company will provide the
customers with the results of our investigation and meter test by official
correspondence
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 customer, please
call us at 1-800-938-
Sincerely,
Greg W***
Dominion Virginia Power
Customer Relations & Policy
Customer enrolled in the water heater Repair/Replacement program on 3/3/2010. On 3/6/customer filed a claim that their water heater was leaking. On 3/8/a technician went to the residence and discoverd a functioning yet leaking hot water heater. Repairs would
require replacement to resolve the issue. The hot water tank was a 73 gallon natural gas unit. As expressed in item of the Terms and Conditions the program only covers water heaters up to gallons in capacity. Since the customer was never eligible to receive any benefit from the program due to size of the tank, we have refunded all premium payments in the amount of $***. Refund check mailed to customer 3/27/
Dear *** *** December 10,On behalf of Dominion Products andServices, Inc, ("DPS" or "Company"), I am responding to theabove-referenced complaintBy way of background, Complainant's account history is as follows:aBeginning in January 2013,
Complainantseparately enrolled in the following seven service warranty programsoffered by DPS in the Pittsburgh area;I.In-Home Electric Line Repair Program January 2, $Water Heater Repair & Replacement Program January 2,$HVAC (furnace and A/C) Repair Program January 2, 2013$Sewer Line repair Program February 18, $All Line repair Program February 18, $All Line Preferred Restoration Program February 18, $In-home Plumbing repair Program December 11, $7.95Complainantfiled the following nine separate program claims beginning in Apl'iIneach case, DPS dispatched a contractor to Complainant's home in response to theclaim:In Home Plumbing Repair Program April 2, Clean out food waste disposerof foreign objects and repair sink drain2.In-Home Electric Line Repair Program April 24, Short circuit in kitchenIn-home electric line repair program April 29, Locate/replace badbreaker4.HVAC May 18, thermostat issue5.In-home electric line repair program September 25, stove/cooktop wiring6.sewer line repair program October 7, clearing of sewer line7.in home electric line repair program December 6, remove unsafe elec box8.in home electric line repair program September 10, replace porchoutlets/ examine porch wiring9.In-home electric line repair program September 17,2nd opinionon porch wiringAsthis account history amply demonstrates, Complainant has made extensive useofDPS's programs since first enrolling last yearIn fact, to date the Companyhas spent nearly $1,in servicing Complainant's many claimsIt is thus a curiosity thatComplainant-who apparently had no hesitation in filing various repeated programclaims with the Company-would now allege, among other things, that DPS is "slow,unprofessional, and delayed" and "intimidate[s]customers"Simply stated, each of Complainant's allegations isoutrageous and all are strongly denied Complainant'smain concern appears to have to do with the September claims for in-homeelectric workDPS's contractor, in responding to those claims, noted thatcertain outlets and lighting at Complainant's home were improperly wiredtogether on the same circuit breaker and that an incorrect fault breaker(specifically, an arc fault-type breaker) was being used, The contractorcorrectly advised Complainant that these problems were not eligible for repairunder the program since they were the result of previously improved donethird-patty electrical workDPS even had a second contractor verify theseconclusionsDPS employees also on multiple occasions repeated the explanationfor the claim denial to Complainant.DPSstands by its position in this matterMoreover, the Company submits that ithas in all respects lived up to its contractual obligations to Complainantunder each of the seven programsAs already noted, to the extent Complainantis unhappy with any or all of the programs, Complainant is free to cancel.To conclude,DPS has done nothing wrong in this matter and respectfully requests that thiscase be immediately closed.Please contact me should you haveany questions.Respectfully submitted*** ***
RevDex.com,
Roman">Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary
We understand economic conditions may cause difficulties for our customers; therefore, we offer short and long-term payment arrangements. We thoroughly reviewed the customer’s account and are unable to grant a short-term extension until *** *, in lieu of the long-term payment arrangement already offered to the customer on *** ** ***. Should the customer wish to accept the long-term arrangement they may do so by calling our helpline at ***
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 ***
Sincerely,
*** ** ***
Dominion Customer Relations
Revdex.com,
"MARGIN: 0in 0in 0pt" class="MsoNormal">Thank you for bringing our customer’s concerns to our attention. We appreciate the opportunity to research and respond
We certainly understand no one wants to pay for more electricity than they feel they have usedPer the customer’s request, we sent a representative to the service address on January 28, to inspect the meter and ensure the customer was billed for the correct usage. Our research revealed the original meter installed at the home was also equipped with an Encoder Receiver Transmitter (ERT). The ERT allows Dominion to read our meter remotely while driving through an area in a specially-equipped van. Our representative obtained a “visual” meter dial reading of 91007, which was in line with previous meter readings. A time-run meter test was performed on 03/03/15. The meter was found to be recording 101.1% on the light load and 98.9% on the full load. The results of this test reflected that the meter was recording within the accuracy limits of 2% plus or minus of 100% as set for by the Virginia State Corporation Commission.
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. For our customer’s review, shown below is electric consumption (use per day) from 11/25/to 01/28/15. As you can see the consumption significantly increased between 12/15/and 01/16/and then decreased.
Our investigation failed to disclose any conditions which would indicate the bills previously rendered were incorrect and no billing adjustments are warranted.
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 ***
Sincerely,
Ms. ** ***
Dominion Customer Relations
RDG DATE MAX MIN
DATE TIME READING SRC POSTED TEMP TEMP Use per day
01/29/15 14:07:08 40 U 01/30/15 42 22
Meter exchange 01/28/
01/28/15 09:03:21 91007 U 01/28/15 44
01/27/15 09:49:59 90969 U 01/27/ 39 30
01/23/15 15:16:21 90788 U 01/23/15 42 33
01/22/15 12:34:33 90734 U 01/22/15 51 26
01/21/15 14:59:44 90689 U 01/21/15 43
01/20/15 17:25:46 90657 U 01/21/15 60 31
01/16/15 12:41:54 90445 V 01/16/15 53 115
01/13/15 12:42:26 90099 U 01/13/15 42 30
01/08/15 13:32:48 89196 V 01/09/15 26
01/06/15 14:27:53 88898 U 01/06/15 44 28
12/05/14 15:27:26 85006 U 12/08/14 48 40
12/04/14 13:37:03 84974 U 12/05/14 50 37
12/03/14 14:40:10 84936 U 12/04/14 59 40
12/02/14 08:29:28 84892 V 12/02/14 49 39
11/26/14 10:04:51 84642 U 11/26/14 50 37
11/25/14 11:13:31 84611 U 11/25/14 68
Revdex.com,Thank you for bringing this customer's concerns to our attentionWe appreciate the opportunity to research and respond as necessary.The customer's service was reconnected Friday, April 24, the same day payment was receivedDominion was unaware of a medical
condition in the homeWe will mail a medical form to the customer for their doctor to complete and return to Dominion so the account can be properly noted.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 further assistance, feel free to call ***.Sincerely,
*** ***Customer Relations & Policy SpecialistDominion Virginia Power
June 4,
RevDex.com,
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Thank you
for bringing this customer’s concern to our attention. We appreciate the opportunity to research and respond as
necessary
Dominion
made telephone contact to the customer on June and discussed the customer’s
concernsThe 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
Customer Relations may be of further assistance to you, please call us at
***
Sincerely,
*** ***
*** *** * ***
*** *** ***
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While I do understand when I signed up they were in the middle of changing their company policy and can appreciate they moved away from using an illegitimate way of determining a consumers risk factor. That resolves part of my issue but the main concern is Dominion forcefully requires consumers to agree to something that is not provided to them or made totally clear within a short phone call. While talking to Dominion's representative they told me two different stories about how or if a deposit is required If I was told I would have to wait months from the last installment date I would have paid the $upfront I had plans for that money this spring and being falsely informed about how the refund works is not acceptable in my eyes as the consumer In a free market consumers are suppose to be able to choose between multiple companies This choice is what keeps companies competitive and helps nurture creativity to help drive demand for product But what the *** has done is created a monopolistic market in which the electrical companies don't have to compete creating large voids in responsible business practices As the consumer any demand for an alternative energy supply is restricted to extremely expensive green energy options or use primitive survival techniques to boycott power companies Also I was told the deposit I was required to pay was $and now you’re telling me you collected $without notifying me That is fraudulent and seeing how I never received a deposit contract I have no way of proving any of this That is the point I am trying to make Dominion requires consumers to agree to something that is not readily made available to them But as the consumer guess what I have no choice if I want power to my house I have to agree with everything the Dominion agent says even if it is illegal. If Dominion is truly trying to alleviate their risk by determining a consumers nonpayment risk why don’t they start by checking on the consumers credit score which is what every other company does in the US before agreeing to a credit based contract And guess what a person’s credit score will give you a more accurate picture of a person’s payment history.It’s time the *** reviews these monopolistic utility companies and decide if maybe they have been given to much power for a business in a noncompetitive market place
Regards,*** ***
Revdex.com,Thank you for bringing this customer's concerns to our attentionWe 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 billingWe appreciate
this being brought to our attention and regret any inconvenience this may have causedAgain, 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, feel free to call ***Sincerely,
*** ***
*** *** ***
RevDex.com,
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Thank you for bringing this customer’s concerns to our attentionWe appreciate the opportunity to research and respond as necessary
Dominion has taken strong steps to resolve the technical issues that many of our customers experienced with our Smart Cooling call center regarding hold times and disconnects. On 06/17, we deactivated the cooling device on the customer’s AC unit in our operating system for future eventsWe processed a request to remove the switch which may take up to three weeks
We apologize for any inconvenience or frustration this incident may have caused
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 ***
Sincerely,
*** ***
*** *** *** * *** *** **
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As *** *** points out I have received a phone call from her during the day time, which is when I am at work It just so happens for the last evenings I also Have had prior commitments when I get off of work and have not had time to return her callSO I am not sure if the office is open when I am available, neither did I see an option for an evening phone when I filed my complaint, however I could have overlooked that since the frustration I have experienced with dominion.
Her message regarding that I made payments to an old account number is not what is contestedHowever, I have lived at this new address with the supposed NEW account number for almost years All of my prior payments ( not including the ones relevant to this compliant) to my knowledge have been accepted and applied to my current account therefore dominion acknowledged that they knew where to apply payments for the old account as they had been accepting them up to that point for over year before the first discrepancy occurredthen they continued to accept payments to that account for almost exactly year as the next discrepancy occurred in October also
Then each additional payment thereafter was misallocatedthe calls are recorded, the notes document the discrepancy, fee reversals and proper allocation being madeat least letters came to my house to notify me my account had been credited $which was what caused me to call in and inquire what was going onthat CSR then looked at the notes and confirmed it was all handled properly and be reflected in the next billing cycleSince Dom accepted payments for over a year to that account they knew where the money should go ultimately and had displayed such Just because a foot note is added to the bottom of a letter does not mean that monies coming in is intended to go to their energy share programif payment processor noticed an account has been "closed" for over a year, but all incoming payments have been applied to my current account then it should have raised a red flag in any company that was focused on customer care vsthe funds they obtain through their monopoly.
Dominion has already admitted fault and attempted to correct what needs to be correctedthey have created the paper trail in resolving the matter they just have NOT applied it to their system to update properly again perhaps if I hadn't been laid in recovery from my vehicle collision I may have caught it soonerbut it is set up as an eft from my account in an attempt to make sure that at least enough was paid while recovering from my accident that my power would not be shut off.
If Dominion hadn't accepted payment s for over a year prior to this instance I may be willing to take some fault for thisbut they took payments tot hat account and transferred them properly for period exceeding a year, hence had established that it was an acceptable way to continue to make payment and provided no notice that it would change again generic messages do not address a specific person or account.
Regards,
*** ***
June 4,
Revdex.com,
Thank you for bringing this customer's concern to our attentionWe appreciate the opportunity to research and investigate the customer's issue
Dominion made telephone contact to the customer on June 3, 2014,
and discussed concernsDue to a non-recording meter issue and prior customer conversation, a goodwill credit was applied to the customer's account to offset the customer's previous billing adjustmentThe customer is satisfied with the Company's resolution
Again, thank you for allowing us the opportunity to address this customer's concernIf Customer Relations may be of further assistance to you or the customer, please call us at ***
Sincerely,
*** ***
Dominion Virginia Power
Customer Relations
?
Revdex.com,Thank you for sharing our customers' concernsThe meter at this premise is read by encoder receiver transmitter (ERT) which is gathered by a device in vans as they pass within approximately feet of the meterThis is the reason the customer will not see
a meterman visually read the meter.Today, a service investigator as well as a meterman met with the landlord and tested the meterThe meter tested within limits as set forth by the State Corporation Commission of VAthe results were discussed with the landlordAdditionally, the ERT reading and the actually meter dial reading matchThis verifies the transmissions received by van are correct.Our investigation failed to disclose any conditions which would indicate the customers' bill is incorrectWe understand his concern in this matter, but in view of our findings, no adjustment/refund is warranted.Please contact Customer Relations & Policy for further questions.Sincerely,** ***Customer Relations & Policy
RevDex.com,
Thank you for bringing this customer’s deposit concerns to our attentionWe appreciate the opportunity to research and respond as necessary
Our Outdoor Lighting group responded to the customer and communicated the parking lot lights and sidewalk lights in question are either watchlights or private lights. Unfortunately, we are unable to investigate and validate the lights are ours without the active watchlight billing account information for this townhome community. Notably, maintenance and repairs to private lights are outside of the realm of Dominion’s responsibility
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 ***
Sincerely,
*** ** ***
Dominion Customer Relations
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I made the payment prior to the cutoff using their online system to do sothey did not process it in timeI am now aware there was a set of links that would have allowed the payment to be processed a day earlier, and I wish I was aware of that (its not the default im told)But the situation is what it is I will be happy/ satisfied if they just remove the $23.xx reconnect fee, as the deposit is now mootI no longer wish to do business with DOMI wish my service to be disconnected effective COB Aug 9th
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
RevDex.com,
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 usedPer the customer’s request, we sent a representative to the service address on July 10, to inspect the meter and ensure the customer was billed for the correct usage. Our representative obtained a “visual” meter reading which was in line with previous meter readings and performed a calibrated meter test.
The meter was found to be recording 99.82% on the Light Load and 100.05% on the Full Load. The standards filed with our regulatory body require recording within 2% plus or minus of 100%. The results of this test reflected that the meter was recording well within the accuracy limits as set forth by the Virginia State Corporation Commission. Our investigation has failed to disclose any conditions which would indicate the bills previously rendered were incorrect.
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 ***
Sincerely,
*** ** ***
Dominion Customer Relations & Policy
On behalf of Dominion Products and Services, Inc("DPS"), I am responding to the above•referenced complaint concerning DPS's In-Home Electric Line Repair Program ("Program"). Please note that
it is DPS, not Dominion Virginia Power ('DVP,,), which is the appropriate respondent in this matter. DPS denies the allegations of wrongdoing by Complainant. Complainant, who is an electric utility customer ofDVP, emolled in the Program on March 27, by signed business reply cardUnder the Program, the monthly charge of $is billed on a customer's monthly DVP bill in a separate and distinct section of the billAs set forth clearly in the Program terms and conditions, customers become eligible for coverage after the first payment is received by DPS and enrollment in the Program exceeds daysMoreover, to maintain eligibility, a customer must ensure that he or she is paying timely and paying enough each month to DVP to cover both DVP's chargwhich all payments are always first applied-and DPS's charges. After his March 27, enrollment, Complainant's first DVP bill statement containing the $Program charge was issued on April 30, However, when Complainant called in a Program claim to DPS on May 8, he was denied because as of that date DPS had not received the required first Program paymentWhile DPS regrets that this situation has occurred, it stands by that denial. In conclusion, DPS has done nothing wrong in this matter and respectfully requests that the complaint be closed