Complaints

This profile includes complaints for Potomac Electric Power Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Potomac Electric Power Co.

  701 9th St NW Rm 7412 Washington, DC 20001-4572

  
• 

  Potomac Electric Power Co.

  701 9th St NW Ste 1000 Washington, DC 20001-4572

  
• 

  Potomac Electric Power Co.

  701 9th St NW Rm 7038 Special Investigations Department Washington, DC 20001-4572

  
• 

  Potomac Electric Power Co.

  1801 K St NW Ste 900 Washington, DC 20006-1301

  
• 

  Potomac Electric Power Co.

  5 Collins Dr Stop 84CP26 Penns Grove, NJ 08069-3600

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My power has been out for almost two weeks now. Based on extensive conversation with my property management company and numerous Pepco representatives, there’s no account they can confirm nor deny due to the fact I’ve never set up a Pepco account ever in two years since I’ve signed my lease. I was hung up on by two separate Pepco representatives after requesting to speak to a manager in an attempt to confirm an outstanding balance and pay it or simply confirm no account was ever set up and this whole two weeks of no electricity was done in error but these agents hung up after informing me a manager would take a long time and they could not allow me to wait on hold for longer than 2 or 3 minutes. I’m writing this email from my hospital bed in ****** ******* as I’m not in great health and I will be undergoing an ********** shortly in just a few days. Due to the severity of this procedure I will require power to be restored to the unit prior to my return next week when I’m released from the hospital. I also have family members in town who desire to stay at the unit to assist me in my recovery and rehabilitation however none of that is possible without being able to speak to a human being and resolve this matter whether it be paying an overdue balance or resolving an error. Please advise on if an active account exists for this address listed. Whether or not it’s in my name ****** **** (****) ****** or the property management’s account and why power was stopped recently. Maybe you can help determine if there is an account, we’re payments ever made on it and by whom and any other record of this apartments or my account or lack there of. I’ve included a screenshot of what I see when I go on your company’s website and attempt to set up and account for the first time at this address what it shows but no customer service representative can find or confirm any information on this so called “outstanding balance “ referenced in the screenshot. Please contact me immediately.

  Business Response

  Date: 08/29/2023

  The following serves as response to Better Business Bureau Complaint #******** received on August 23, 2023 regarding establishing service for ****************************, Washington, DC ********  We regret any inconvenience the consumer may have experienced as a result of this matter.  We are in receipt of *************************** lease confirming responsibility date of March 14, 2022.  Subsequently, on August 25, 2023, service was restored and an account has been established in the name of the consumer effective March 14, 2022.   On August 28, 2023, a multi-month bill for service from March 14, 2022 to August 18, 2023 was issued in the amount of $1,441.01 due September 18, 2023.   Payment arrangements are available, if needed. Energy assistance programs are available to assist residents in the District of Columbia with their utilities, which are administered by the ************************************** (****). (**********************). We appreciate the consumers feedback which will be shared with the appropriate leadership.  

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I live in a 1052 square foot home. My husband and I work full time and my children go to my mother in law’s home in the day. I don’t understand how our bill can be $2,000.

  Business Response

  Date: 08/18/2023

  August 18, 2023 
  

  Dear *** ****** 
  

  This letter responds to your concerns about high electric bills from your Pepco account. 
  

  All the monthly usage bills are based on actual meter readings. The meter readings have been cumulative and consistent, revealing no evidence of a problem. 
  

  Pepco is responsible for the accuracy of the meter and cannot prove or disprove what internal factors may have contributed to the higher-than-expected usage. We can only surmise that the increase summer usage maybe attributed to the warmer weather temperatures, number of billing days and any electric cooling use. 
  

  Generally, the major energy users in customers' homes are appliances that provide cooling like air conditioning or generate heat (such as electric heating and/or supplemental space heating, or electric hot water heating) It is also important to note that if any appliances or equipment is not operating efficiently, energy usage can increase. 
  

  On page 3 of 3 of your monthly bills is a daily energy usage graph depicting the average daily temperatures for each day of the billing cycle for the customer's information. This energy graph can help identify patterns of high energy consumption based on the dates and temperatures. *** ****** may also access more comprehensive energy usage information through Pepco's My Account feature. This interactive tool will allow you to manage your Pepco service, pay bills online, and review your electric usage daily. 
  

  To further help manage your electrical usage and bills, we offer the following recommendations: 
  •  For the summer months (June- October) with cooling, the utility recommends keeping the thermostat at 78 degrees, as each degree below 78 can increase usage by approximately 5%. 
  

  • For the winter months (November-May) with heating, the utility recommends keeping the thermostat at 68 degrees, as each degree above 68 can increase usage by approximately 3%. 
  

  We encourage customers who are facing financial challenges to contact various energy assistance agencies for help with their utility bill. Please see below for energy assistance resources: 
  

  •  Maryland Energy Assistance Program (MEAP): ###-###-####

  •  Electric Universal Service Program (EUSP): ###-###-#### 
  •  Utility Service Protection Program (USPP): ###-###-#### 
  

  On July 26, 2023, the utility issued the July 2023 invoice of $2,948.01 due August 16, 2023. The invoice includes: 
  

  • Balance forward $2,242.20 
  • Late payment charge of $9.65 
  • Pepco distribution charge of $194.58 Cleansky supply charge of $501.58 
  

  On August 14, 2023, the utility mailed to the service address a "Final Notice of Service Termination," indicating to pay the overdue balance of $2,241.63 to prevent disconnection of electric service on or after August 29, 2023. 
  

  To prevent further collection activity, *** ****** does have the option to set up a payment arrangement to pay her total balance including arrears in monthly installments. The total balance of $2,948.01 may be divided in up to 18 monthly installments in addition to current charges each month. A down payment in the amount of $737.00 will be required to establish the arrangement. To accept these payment arrangement terms, please advise please contact Pepco's Customer Care team no later than August 29, 2023, at ###-###-####. 
  

  To further investigate Pepco is prepared to offer a meter test. Testing the meter will check for the accuracy of the readings and functionality of the meter. The test may be requested through contacting Pepco's Customer Care team at ###-###-#### or through the DC Public Service Commission at ###-###-####. 
  

  If you have any additional questions or concerns, please advise. 
  

  Warm regards, 
  
  Escalated Investigations Representative 
  Regulatory Customer Relations 
  An Exelon Company 
  

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 29, 2023 a severe rainstorm caused a tree branch to fall on my Pepco power line attached to the roof corner of my house, and the tree limb also cut a cable line. I called 7/29 and reported a downed power line that needed repair, and I was told that only customers with a power outage were being serviced for the first couple of days. On 7/31 ******* reconnected the communications line. I called Pepco 7/30, and I was told that the Pepco technician came by my house (never rang the bell to advise me of anything), and saw the problem was a severed ******* line, not that power line. I explained that both problems existed, and there technician made an error. I knew froma previous weather incident that the connection and attachment of the power line from the Pepco pole to my house WAS a Pepco responsibility, because after the last repair Pepco left a "Pepco Responsibility" brochure with an illustration showing just that. I was then told by Pepco CS 7/31 that they could not tell me when someone would be out, but that my request for a technician was "filed." On 7/31/23 ******* was sent out by Pepco to detangle the detached, live power line from the tree limb, and the tree limb was left underneath the live power line on my lawn. As of 8/5/23, the live power line is hanging 2 feet from the ground in my yard and has not been re-attached to the Pepco roof fixture. This remains an extreme danger of electrocution if not re-attached.

  Business Response

  Date: 09/01/2023

  The following serves to respond to the wire complaint for ************.   The utilities field notes indicate that we visited the property to check for safety on the following dates in response to ************** reports of tree limb on wire and a wire down.  With each visit we ensured that the service was on and the area was safe. 
  07/31/23  - communication wire down
  08/01/23   -  Removed limb from service line
  08/15/23    -Ok on arrival
  08/15/23 Advised party to get electrician to reinstall customer owned *** (******* ******** *****). Pepco checks good.

  
  As of the site visit on 8/15/23, all Pepco equipment check good, however it was noted that the customer needs to have an ************************* re-install the service entrance cable. We apologize if this information was not property communicated to the customer.
  

  Today a member of our Overhead Construction Team **************** spoke with ************ by phone regarding this complaint and her request for a site visit.  ************ asserted shes having an electrical heavy up performed on the property and therefore **************** indicated that no additional site visit was needed by Pepco.

  
  ************ may contact me directly at ************ if she has any additional questions or concerns regarding this matter.
  
  Thanks,
  *********************
  Pepco
  Special Investigations Representative

• Initial Complaint

  Date:08/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: May 2022 to present Compaint: Held my monthly Solar bill statement for entire year and then suddenly sent me a bill for more than $1200 for me to pay. I repeatedly reached out to PEPCO to inform them that I did not receive my billing statement for the month. I could not reach anyone at this company that could tell me how the move to solar and billing statement is suppose to work. They passed on a number that I called but that number went unanswered. You leave message and no one ever returned calls. I repeatedly got hung up on by customer service representatives when explaining the situation. I tried and tried to resolve this issue but got no help whatsoever. The customer service is very poor and just blow it off or don't care. I have attached my billing statements as proof of this issue. Without this billing statements how am I supposed to know how much energy comsumption I am using. The message I got from Pepco was "get ready for your first solar billing statement" in July 2022 but I never got that statement so that is when I begin reaching out to the company about this situation and ran into a no help, no resolution and no professionalism. I am highly disappointed that a company of this nature and magnitude would not at least take the responsibility for not providing me the one essential billing statement that as customer you need inorder to make energy adjustment decicision on my enegry compsumption. Currently, I been financially impacted because this energy bill has gotten out of control and I risk my electric bill being disconnected because of reoccurring charges that just keeps mounting up in cost. I can't afford to pay a bill that is more $1200 plus all the new charges. I have attached my billing statements as proof of these transactions. Please notice the gap between my 2022 and 2023 statements. Plus, I am having to pay for solar system with these incurred charges. I have attached the documentation to my complaint.

  Business Response

  Date: 08/14/2023

  The following is in response to your inquiry on behalf of **. ************************* regarding receiving a higher-than expected electric bill for $1,200.00.
  Attached is a billing/payment statement from December 31, 2021, to April 28, 2023, and from April 29, 2023, to July 31, 2023.
  On April 25, 2022, we exchanged ************** electric meter to a Net Energy Meter (NEM) meter due to the solar panels. On May 25, 2022, we rendered a changed meter April 2022 bill from March 30, 2022, to April 2022 for 853 kilowatt-hours (kWhs) in the amount of $121.58. However, due to a communication issue between the new meter and our meter data management system following the meter exchange resulted in a billing delay from April 30, 2022, to April 30, 2023. Subsequently, on April 4, 2023, April 19, 2023, and April 24, 2023, we rendered estimated monthly bills for May 2022 ($74.21), June 2022 ($80.13) and July 2022 ($79.47), respectively. On April 28, 2023, the communication issue was corrected. However, we canceled the monthly bills from March 30, 2022, to July 29, 2022. We issued a revised monthly bill from March 30, 2022 (meter exchange April 25, 2022) to April 29, 2022, for 865 kWhs, in the amount of $123.16. After applying a past due balance of $141.47 and deducting payments of $141.47, $121.58, $74.21, and $159.60, total $496.86 resulted in a credit difference of $232.23. Subsequently, monthly bills were rendered from April 30, 2022, to April 28, 2023. On May 1, 2023, we issued an April 2023 bill total amount $925.63 due by May 22, 2023. This bill consists of a past due balance of $875.77 and a current charge of $49.86.
  On May 30, 2023, *** ***** set up a 13-month installment plan for the total balance of $925.63.  Under this plan, *** ***** promised to pay 12-monthly payments of $71.00, in addition to the current charge and the final payment of $73.63. While on a payment arrangement it is essential to make monthly payments on time, in full, and by the due date to prevent the arrangement from defaulting. Once defaulted the remaining balance left on the arrangement will apply back to the customer’s bill.  On May 31, 2023, we received a payment for $71.00.  On May 31, 2023, we issued a May 2023 bill total amount $156.36 due by June 21, 2023. This bill consists of a past due balance of $925.63, previous balance deferred of $925.63-, minus a payment of $71.00 plus a current charge of $85.36 and deferred payment of $142.00. On June 26, 2023, the installment plan was deactivated.  On June 30, 2023, we issued a June 2023 bill total amount $1,247.06 due by July 21, 2023. This bill consists of a past due balance of $156.36, a payment charge of $13.97, a deferred payment settlement amount of $783.63 and a current charge of $293.10.  On July 3, 2023, we received a payment of $156.36 reducing the total bill amount from $1,247.06 to $1,090.70 due by July 21, 2023.  On July 27, 2023, *** ***** set up a 12-month installment plan for the total balance of $1,090.70.  Under this plan, *** ***** promised to pay initially $272.67 and the remaining balance of $818.03 in 10-monthly payments of $73.39, in addition to the current charge and the final payment of $84.13.
  On July 28, 2023, we received two payments in the amount of $156.36 and $116.31, total payments $272.67.  On August 1, 2023, we issued a July 2023 bill total amount $461.60 due by August 22, 2023. This bill consists of a past due balance of $1, 247.06, a previous balance deferred of $1,090.70-, minus payments totaling $429.03 plus a current charge of $388.21 and a deferred payment arrangement amount of $346.06.  Based on my findings, *** ***** account has been billed accurately and no billing adjustment is warranted.   However, it appears since May 31, 2023, *** ***** solar meter has not recorded any excess generation usage.  We have issued a service order to our Meter department to check the operation of his solar meter.  I also would suggest *** ***** contact his Solar company to check his internal solar equipment.  I trust this information will be helpful in responding to *** ***** concerns. If you have any questions or comments, please contact me.

  Customer Answer

  Date: 08/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  All Pepco has done with their response was talk about what was paid and not paid and listed their payment plan after nearly a year they finally reached out.  Well, what Pepco fails to say how they hung up on me, customer support personnel didn't know the Solar switch process and that they sent me two emails after the solar switch took place.  First email said was congratulations on making the switch to solar.  The second email sent to me on 1 July 2022 by Pepco was a notice that said get ready for my first Pepco Solar Bill.  Well, that bill never came. After not getting that billing statement I tried over and over and over to reach someone at Pepco and I got hung, transferred around to people who didn't know the process and was given numbers that led to no repsonse or even no return of my message that left via phone. Pepco knows well that they failed to provide me billing statement for an entire year.  I asked Pepco for Billing adjustment back when a supervisor of the solar side of pepco finally called me trying just set me up with payment plan.  I said I get that owe some of the bill but to me being denied notice monthly is not fair to me because I can't make energy use adjustments to even lower my bill.  I expressed my concerns saying that I was not provided billing statement to even make adjustments to my monthly billing statement so how was I able to make adjustments without seeing those statements.  Pepco is being dishonest about the payment plan acting like I volunteered to do it when they know that is the only solution to them fixing issue get this bill paid no matter how much it is.  The reason I accepted the plan was because I didn't want my electricity getting disconnected not because I agreed with this setup but as costomer and I need electricity I was left with no choice but that was only offered because pepco refused to accept responsibility for not providing me monthly billing statements that all customers are entittle to receive.  Pepco still haven't addressed why did it take them a entire year.  This billing statement would of given me the opportunity to see my electrical consumption to make adjustments to my energy usuage but instead I was left in the dark.  Also, just recently, once I again finally got in touch with Pepco and was I informed that my system was not processing net energy.  I am asking for billing adjustment because I feel Pepco denied me the opportunity to lower my consumption by not sending me monthly billing statements.  If pepco wasn't sending me a billing statement how would I know if my solar system wasn't producting net energy and without this billing statement I wouldn't know that.  Pepco denied me that opportunity.  
  
  Regards,

  *************************

  Business Response

  Date: 09/13/2023

  I regret that the previous investigation results did not satisfactorily resolve ************** concerns. 
  As stated, on April 25, 2022, we exchanged ************** electric meter to a electric meter to a Net Energy Meter (NEM) due to the solar panels. Due to a communication issue between the new meter and our meter data management system following the meter exchange resulted in a billing delay from April 30, 2022, to April 30, 2023.  On April 28, 2023, the communication issue was corrected. Subsequently, monthly bills were rendered from April 30, 2022, to April 28, 2023. On May 1, 2023, we issued an April 2023 bill total amount $925.63 due by May 22, 2023.  
  On May 30, 2023, and July 27, 2023, *** ***** set up installment plans to help with paying off the large bill. 
  In accordance with the General Terms and Conditions for Furnishing Electric Service in Maryland, page 25, paragraph e,  Adjustments for Overcharge or Undercharge, “ The Company will make appropriate refunds or credits in cases of overcharge or may bill additional amounts in cases of undercharge when amounts billed are found to be in error because of improper Company connection of metering equipment, stopped meters, incorrect reading of meters, improper application of rate schedule or for other similar reasons.
  We apologize for any inconvenience or frustration this matter may have cause *** *****.  We reported this issue to our Green Power Connection (GPC) department management team for review and corrected action.  On August 30, 2023, we issued an August 2023 bill total amount of $256.11 due by September 20, 2023.  The bill consists of an electric charge of $182.72 and a deferred payment arrangement amount of $73.39.  
  Based on my findings, *** ***** account has been billed accurately and no billing adjustment is warranted.   I trust this information will be helpful in responding to *** ***** concerns. 

  Customer Answer

  Date: 09/15/2023

  I don't dispute the billing and payment arrangement, but I request that PEPCO lowers the total amount owed. I was not given a monthly statement to adjust my energy usage, so I couldn't manage my bill. Without this information, how would I know my energy bill amounts? PEPCO denied me this right, and they should take responsibility for the absurd amount owed. Please reduce the amount owed.

  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pepco is charging extra for ******************* and i did not ask for that. I asked them to stop and they did not listen. For the past four months they have been charging me for it. Please help.

  Business Response

  Date: 08/02/2023

  August 2, 2023

  Dear *** *******
  

  This letter responds to your concerns about third-party supplier charges on your Pepco account.
  

  Our records indicate on March 6, 2023, *********** Energy became your elected third-party electric supplier for your account with a start date of March 9, 2023. On May 23, 2023, a letter was mailed to the service address indicating that a cancellation request was initiated to return your electric service  supply to Pepco effective May 26, 2023.
  Deregulation bylaws prohibit Pepco from discussing supplier related inquiries, policies, and/or enrollment practices, including supplier changes, charges, and/or fees. Concerns related to company practices should be addressed directly with the third-party energy supplier, *********** at ###-###-####.
  

  Warm regards
  ***** *******
  Escalated Investigations Representative
  Regulatory Customer Relations

• Initial Complaint

  Date:07/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Power went out due to storm at around 630pm on 14 July. Power is still not restored as of 415pm on 15 July. I now have food that has gone bad in my refrigerator, cannot shower due to no hot water which is not good because I have to work this weekend. Over 21 hours is unacceptable, especially when I could see lights on at the building across the street all night. I dont expect more than nothing because customer service is a chat robot, and the fact that they allow this to go on this long with inconsistent updates shows the lack of caring I have come to expect from the current customer service entities. Stop asking for higher pay when you cant even do the job youre being paid for.

  Business Response

  Date: 07/27/2023

  July 27, 2023 
  
  Dear *** ****, 
  

  This letter responds to your concerns about the recent power outage that took place on July 14, 2023. 
  

  I would like to extend my apologies regarding the inconveniences experienced during the recent power outage on July 14, 2023. It is our intention to restore service as safe, and quickly as possible for all customers who experience interruptions due to unexpected weather-related conditions. 
  

  As the storm passed, it unfortunately impacted 3 poles which caused 47 outages in your area. Our trouble crew response team worked diligently to restore service as quickly as possible for all customers. The poles and equipment were replaced, and wires were reattached, due to the phased restoration some customers could have been restored quicker, however all customers were restored by July 15, 2023. 
  

  Again, I do apologize for the inconvenience that was experienced during the time it took to have your service restored. As requested, I emailed the damage claim form to your email address at, **********@*****.*** on July 20, 2023. Moving forward please see below for the following contact resources to report any storm related power outage: 
  
  Sincerely, 
  

  Call 1-877-PEPCO-62 (###-###-####) to report outages and downed wires, and please request a call back so we can verify if individual or small groups of outages still exist. Download our mobile app at pepco.com/mobileapp or your app store to get the latest news, report an outage or a streetlight problem, access outage maps of your area, call us directly and get estimates for when power will be restored - all on your smartphone or tablet Go online to pepco.com, click "Outage Center" and enter your account information to get the latest news, report an outage, access outage maps, get important contact information and estimates for when power will be restored 
  If you would like to reach a live representative directly, call Customer Service at ###-###-#### to report the outage, or any electrical emergency 
  

  ***** ******* 
  Escalated Investigations Representative 
  Regulatory Customer Relations 
  

• Initial Complaint

  Date:07/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2022 I registered for an apartment change from until 330 in my building to unit ***. I have attached confirmation of that request from Pepco to this email. Now I am being hit with a $500+ charge for a until in apartment *** (which I have never lived at) which I only found out about because my credit score has been impacted. I have paid through the paper bill that has been going to my right apartment (***) through the physical mail. So I am not owing on my actual apartment, which was apparently not registered under my name even though I was receiving and paying the bills with my credit card. I have called Pepco 9 times over the past week to get this sorted out and every time they say "we will get back to you in 24-48 hours" and then I never hear back. Today I called and someone by the name of "*** *****" said that "they will get back to me when they have information" and refused to give a timeline or confirm that they would email me the information we discussed. This was a mistake on Pepco. They registered me to a false address and now are fining me for it. They are not responding promptly to their mistake or providing adequate information on what their process is in removing the charge. This should have been remedied promptly and instead the onus has been on me the customer to constantly call and ask for information and updates and them refusing to provide that.

  Business Response

  Date: 07/28/2023

  The following serves as response to Better Business Bureau Complaint #******** regarding ****************** billing concerns.  We regret any inconvenience ****************** may have experienced as a result of this matter and appreciate her for bringing her concerns to our attention.  ****************** original account for unit #*** has been closed June 30, 2022 with a final bill balance of $53.28.  An account for unit #*** (instead of unit #***)was established in the consumers name in error. This incorrect account has been cancelled and the bills have been negated. A new account has been established for the correct unit #***.  We are in the process of transferring the payment $230.42 made by ****************** on June 22, 2023, and the previous final bill balance $53.28 from unit #*** to the new account for unit #***.  Once the billing and adjustments have been completed, we will follow-up with *******************  

• Initial Complaint

  Date:07/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into property in February 2018. Prior to that a family of 4 lived her 2 adults and 2 children. Their bills never amounted to over 150.00 a month sent to me prior to purchase to validate effects of energy efficient appliances, windows etc. My bill overall until January this year have been fair, mostly under 130.00 monthly with a very few variables. I am live alone, away from the property minimally 16 hours a day, when I am in town, Have a gas water heater, mostly eat out during the 16 hours. Why is my bill so high. I called PEPCO and I was informed, that they don't send people meter readers out anymore. I was informed that ** ...is guess-estimating the bill, I asked for an explanation for the basis of the estimation and customer service could not explain so I requested to speak to a supervisor who was very irritable and unpleasant about my questions. He refused to provide his name. He then suggested that my meter is broken when I provided the numbers in my meter compared to the numbers that "**" suggested of KwH, used. He then said someone would be out to replace the meter that was over2 months ago. I respectfully request and audit of my bill, a physical meter reading, because I am requesting a proper re-adjustment to my bill. I don't believe my request is unreasonable. This should have been handled when I called the customer service line. I thank you all in advance for your assistance in this matter.

  Business Response

  Date: 07/17/2023

  The following serves as response to Better Business Bureau Complaint #******** regarding **. ********* billing concerns.  We regret any inconvenience ******************** may have experienced as a result of this matter.  We appreciate the customers feedback and for bringing her concerns to our attention.  An initial review indicates bills have been based on actual meter to April 2023.  Upon further review of our records, a Pepco meter technician was dispatched to the customers premise on April 18, 2023 and completed a meter exchange.  However, the metering information was not updated to the billing records at the time, which resulted in estimated bills from May 2023 to July 2023.   Late fees have been cancelled and a collection hold is being maintained on the account while the account is being reviewed.  We are in the process of updating the new meter to the billing records and reviewing the account for applicable adjustments. Once our review has been completed, we will follow-up with ********************.  

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a cable on our house at **** *****************************, , Silver Spring, MD ***** Pepco acct nr. ***********. . The cable had lost its insulation and was live. We paid an electrician to install a new cable but pepco needs to come and connect the new cable. We paid Pepco the fee for this, $808 on May 12, 2023 but still Pepco has not come and doesn't return our phone messages. We also want to know why we were charged for this as Pepco just performed the same service on a friend's house at ***********************, Silver Spring, MD ****** for free

  Business Response

  Date: 07/18/2023

  July 17, 2023 
  Dear *** ******* and *** *****, 
  This letter serves to respond to your Better Business Bureau (BBB) inquiry regarding a Pepco work request for your home not being finished. 
  On May 8, 2023, a cost estimate letter was sent to **** **** **** Silver Spring MD, *****; attention: ******* *****. The letter detailed the cost of a temporary disconnect/reconnect by Pepco crews, while the service entrance cable (SEC) was to be replaced by an electrician. The cost estimate of the work being performed was $800.00. The letter was signed by ******* ***** on May 8, 2023, and sent back to Pepco for processing. When the cost letter is signed and returned it indicates that the customer agrees to the charges and once payment is made, the charges are non-refundable. Typically, when a heavy up is involved with the disconnect/reconnect there is no cost, in this case the stand-alone service work without a heavy up incurred a cost. 
  Our engineering department has confirmed that Pepco crews were able to successfully finalize the connection performed by your electrician to replace the Service Entrance Cable (SEC). This work was completed on June 30, 2023. 
  

  Sincerely, 
  ***** ******* 
  Escalated Investigations Representative 
  Regulatory Customer Relations 
  

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to describe my problem in the explanation section. I live in a semi-detached house. The house attached to mine is being renovated and put up for sale. The workers from the house at ******************** have tampered with my Pepco Meter outside my house. They did not consult or say anything to me about this. They have removed material Pepco placed around the opening of a cable that enters my house. The cable is attached to the Pepco Meter outside my house. The workers have left that opening exposed. They have stuffed steel wool in the opening. I have been calling Pepco 4 times since Wed. June 7, 2023 to send an inspector or a supervisor to check my meter. I have gotten a run around. My biggest fear at this time is that opening left unsecured properly will allow mice to come in my house. I don't know why my meter was tampered with. Your help in resolving this matter will be appreciated.

  Business Response

  Date: 06/21/2023

  June 21, 2023

  Dear *** ******, 
  

  The following is in response to the inquiry submitted by the Better Business Bureau (BBB) on behalf of ******* ******. 
  

  On June 19, 2023, I spoke with *** ******, and she informed me that she was concerned that the contracting company that was renovating the semidetached home next door, had tampered with her meter and removed the sealant around the meter. 
  

  On June 20, 2023, an inspector from our tampering and theft of energy department visited *** ******'s home at **** ******* ** NE Washington DC, ***** to check the meter and surrounding area for tampering and/or theft of energy. It was found that the meter was ok. *** ****** was advised if she wanted to replace any sealant around the meter, she would need to hire a licensed electrician to perform that task. 

  *** ******'s meter was also changed due to her old meter having a faulty display. 
  

  If you have any additional questions or concerns, please feel free to contact me. 
  
  Sincerely, 
  ***** ******* 
  Escalated Investigations Representative 
  Pepco Holdings 
  

  Customer Answer

  Date: 06/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: On June 20, 2023 **. ************************* did come to my home to check the meter cable for tampering at  the point where it entered my home.  He did find that the sealant around the area  around the cable had been removed. He saw that it had been replaced with steel wool. My concern with that area was that if it was not sealed properly, mice and water could come into my house. Since Pepco had sealed this area originally, I expected them  to fix it. **************** explained that the cable  from the top of meter to the roof of my house was Pepco's responsibility. He explained the cable from the bottom of the meter to where it entered my house was my (the customer's ) responsibility. **************** did find the sealant that had been stripped away from around the cable and opening to the house  on the  ground. He identified it for me. **************** suggested that I call the Realtor in charge of the renovation to have the workers who tampered with the opening fix it. I called the Realtor while **************** was standing there. She was argumentative and defensive. I asked **************** to explain the problem to her. She was rude to him. **************** suggested a foam spray I could get from ********** to fill that hole where the cable entered the house. I explained to **************** that I told the workers previously to leave my meter alone. One worker said  to me my meter needed updating. I told him I would do it if Pepco said it needed updating. **************** replaced the meter at that point. I did purchase the foam spray. On June 23, 2023 I made another effort to contact the Realtor in charge of the renovation by email. I told her I needed her electrician and his team to come help me close up the opening around the cable that leads into my house. On June 26, 2023, the electrician and his team came to seal up the era around the cable where it enters my house. They even took the steel wool out of the hole. The area has been secured properly. I thanked them for their help. I will forever be grateful to **. ************************* from Pepco for his help and patience.

  Regards,
  
  ***************************