Complaints

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

close

Find a Location

Delmarva Power has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Delmarva Power

  401 Eagle Run Rd Newark, DE 19702-1602

  
• 

  Delmarva Power

  PO Box 6066 Christiana Building Newark, DE 19714-6066

  
• 

  Delmarva Power

  PO Box 9239 Newark, DE 19714-9239

  
• 

  Delmarva Power

  PO Box 637 Millsboro, DE 19966-0637

  
• 

  Delmarva Power

  630 Martin Luther King Blvd Wilmington, DE 19801-2306

  

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:07/25/2024

  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.

  Currently utilize Delmarva Power for our utilities at our residential home. We signed up with their budget billing based upon the marketing material provided on Delmarva's website. However, the program does not run the way it is marketed on their website and has caused us to be over charged. We have been contacting Delmarva for over 3 months with zero response. Multiple times we have been told a manager would call back and they do not. At this point we received a shut-off notice for estimated charges for usage in which we never used and were told by a representative of Delmarva the charges were in correct and they would remove them. 2 months later they haven't and again we received a shut-off notice.

  

  Business Response

  Date: 08/02/2024

  I tried to
  contact the customer on 08/0/24, they did not answer but I was able to leave a
  voicemail.
  I advised in my
  voicemail I would email them my findings.
  In reviewing
  the account, the customer issue started back on July 7 2023, during the billing
  period of June 17 to July 18 (32 day billing cycle), all on meter NXA119736795.
  In 20 days, 909
  kWhs were used.
  The other 12 days the account used 1,824 kwh, during which the hourly load
  never dropped below 5 kwh and went as high as 21 kwh.
  This was after 8am on July the 7th  through January 2024.
  Whatever came on or started pulling a heavy load continued 24 hours a day until
  05/06/24.
  This issue has
  gone on for about 11 months.
  The customer
  was on budget billing, getting billed for $243.00 on auto pay and therefore
  wouldn’t have noticed the spike in consumption, unless looking at the budget
  billing plan status on the 2nd page. 
  On 05/06/24, an
  investigation order was completed, and the meter was exchanged. The DPL technician
  found a hot water heater was pulling a lot of amps on the system. This could
  have been the issue and why the usage never dropped at the address. Whatever
  started pulling high usage 24hrs a day back on July 7th 2023 is no
  longer doing it every hour. The meter
  There are still days when the usage
  spikes then goes down even after the meter was exchanged. The usage usually
  comes in the late night or early AM hours, see screen shots below. It is clear
  something is still pulling a load even on the new meter. The load drops during
  the day and picks up in the evening and morning.
  The customer is
  encouraged to take advantage of the benefits of My Account and see near-real time usage. This allows customers to see how
  weather and individual usages patterns contribute to the consumption before the
  end of the billing-cycle to aid in conservation efforts.

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 22042409

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:07/18/2024

  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.

  I have been enrolled in auto pay with Delmarva and have always paid my bill in full. However, I recently received a notice stating that I owed a total of $350.66 from two separate letters. I paid this amount on February 8th. Since then, I have been calling and emailing Delmarva non-stop for months. I was assured multiple times that the issue would be escalated, and that I wouldn't receive a shut-off notice or a late payment penalty. Despite this, my auto pay was shut off, and I was not allowed to pay by a checking account anymore.
  
  Today (7/18/2024), I received a letter stating "Final Notice of Service Termination." When I called Delmarva, I was put on hold for 20 minutes while they tried to escalate the issue, only to be disconnected. It seems that Delmarva is attempting to scam people by preventing them from resolving issues so that they can shut off their power and collect falsely owed money. Despite my repeated attempts to resolve this, no one has contacted me back.

  

  Business Response

  Date: 07/29/2024

  Mrs. ******, acknowledges two payments were made in December for
  $202.76, but only one was successfully debited from her checking account
  12/07/23- $202.76 payment
  12/14/23 - $202.76 payment

  After review of the account DPL
  incorrectly coded her return payment as $359.69 instead of $202.76. DPL has
  reversed the $359.69 and placed the correct returned payment from December of
  $202.76. Additionally we credited all of the late fees assessed 02/2024
  forward.
  

  The account has 2 pending
  payments today 7/29 in the amount of $365.00 & $261.55. After the payments
  posted to the account the remaining balance due is $202.76. 

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 22011065

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:06/20/2024

  Type:Product 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 Monday, June 24th, 2024 @ approximately 10am, my home experience a surge of power followed by intermittent partial outages. The surge impacted my washer/dryer/garage door opener and they were no longer working. I contacted Delmarva Power immediately, to which the representative said a tech would be out within 2-3 hours. No technician showed up and the surging/power outages continued. I called again at approximately 3pm and was told by the second customer service rep that the first representative made no notes on my account and never bothered to open a ticket to send out a technician. She immediately rectified the situation and opened a ticket and a service technician arrived onsite post my second report. The technician confirmed it was faulty Delmarva Power equipment (Neutral line no longer working) and he installed a temporary solution and told me that they would come out in 5-7 business days to determine a permanent solution. I was able to reset my washer/dryer back to working condition by my garage door opener was permanently damaged and no longer working so I had to buy a new one. Delmarva is now claiming that they are not liable for the damage as its my choice to allow electric into my home. Given I have no choice but to deal with their negligence since there are no alternate providers, I feel they should take accountability to ensure the safety of their customers. Their response is that it is my responsibility to put surge protectors thru out my home as its not something they protect against with their equipment? At this point, I'm asking that they refund me for the garage door opener ($289) but they are refusing.

  

  Business Response

  Date: 07/01/2024

  We attempted to reach Mrs. ***** ******** on July 1, 2024, and left a voicemail message. We will make a second attempt on July 2, 2024.  
  
  We notified the customer in writing on June 20, 2024, regarding claim for damages on or about June 17, 2024, that a $289.00 check will be issued. However, we have not yet received the final settlement paperwork. Once we receive it, the check will be released. 
  
  Upon approval of the above claim, we received an amended claim form. We have completed our investigation into Ms. ******** second claim for damages on or about June 17, 2024. 
  
  On behalf of Delmarva Power, we have determined we are unable to honor the second claim.
  
  Our investigation revealed the customer may have incurred a variance in your electric service due to a damaged underground neutral. Delmarva Power crews responded, made the necessary repairs, and service was ultimately restored to normal. Neutrals may be compromised by vibration, age, corrosion, as well as normal wear & tear. Equipment failures of these types are unpredictable and beyond the reasonable control of Delmarva Power. 
  
  Delmarva Power, like other utilities and as per the Delaware Public Service Commission, does not guarantee continuous uninterrupted service. Furthermore, we cannot guarantee our equipment will always operate without the need for repair or replacement.
  
  We value Ms. ******** as a customer and it is unfortunate that she sustained a loss; however, Delmarva Power cannot assume responsibility for damages beyond the reasonable control of the Company.
  
  We recommend submitting this claim to her insurance carrier.

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  They denied the claim and I was told no check would be issued, even for the first claim so I am confused that they are telling you differently.  They were to respond back to my escalation and have yet to reach out to me via email or my cell phone.  I am out of town, so if they have called then they are not leveraging my cell phone to reach me and must be avoiding my alternate contact methods that they have.  While service was restored, my appliances were damaged from the power surges and outages that I reported thru the first call to their customer service, which was ignored and a serviceman was never deployed.  I had to do a second emergency call and was told they chose to ignore my first emergency call, didn’t notate my account nor deploy help and are therefore liable.  I am confused how they have the right to pick and chose what damaged appliances they can chose to cover when they put my family and home at risk by being blatantly negligent and ignoring our emergency call?  
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,
  Complaint ID: 21876833
   
  
  
  
   

  

  Business Response

  Date: 07/18/2024

  Mrs. ******** received an escalated return call on July 15, 2024, regarding claim for damages on or about June 17, 2024, that the first claim was not denied, and a $289.00 check will be issued, as previously advised. We have not yet received the final settlement paperwork.
  
  Mrs. ******** confirmed she received the final settlement paperwork. However, we acknowledge that she hasn’t made a decision to sign. We’ve provided the customer with the contact information for the respective claims manager, if she has any questions, need clarification, or require additional information. We’re here to assist you throughout this process.
  
  We value Ms. ******** as a customer and it is unfortunate that she sustained a loss; however, Delmarva Power cannot assume responsibility for damages beyond the reasonable control of the Company.

• Initial Complaint

  Date:05/22/2024

  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.

  Delmarva power sent me a disconnection notice for a past due bill. I called to speak with them regarding the bill telling them that I had an agency that will help me pay the bill in full because right now I fell too hard times. My appointment is until next month and customer service called and confirmed the appointment with the agency however they’re still threatening to cut me off because I couldn’t make $142 payment today. I told them that I get paid Friday which is two days away and she said unfortunately, it’s nothing that she can do even though I have the agency appointment and the agency agreed to help pay the bill. The problem is recently one of my family members passed away and I had to take one their children all week temperatures are supposed to be over 80°. They’re still threatening to cut me off. I mean right now everyone’s pretty much going through hard time since Covid, where is the empathy, if you contacted the agency and she gave you confirmation that we have an appointment together and as she’s going to help pay the electric bill, why would you still threaten to cut electric off? You guys are heartless. I’m very disappointed.

  

  Business Response

  Date: 05/23/2024

  Good Morning,

  I attempted to contact to ***** **** on 5/23/24 and was unable to leave a voice mail message on 3*********** the customer phone is currently not in service. I sent the following email to the customer at ***********************
  
  The account has been noted that the total balance on the account is currently $1153.23, with a disconnection amount of $966.98. There have been three broken payment arrangements on the account within the past 12-months. The customer has exhausted that allowable limit of installment payment plans opportunities for the 12-month period. A minimum payment of $725.23 would be required in order to stop the disconnection. The disconnection can occur anytime on or after 5/23/24. Ms. **** has applied for energy assistance and advised she has an appointment on 6/10/24 at 2pm with the West End Neighborhood House, which has been confirmed. The customer was advised by DPLDE Customer Care on 5/22/24 that in order to place an agency hold on the account a good faith payment of $173.26 would be needed to place the hold on the account. The customer advised that she is not able to make that payment at this time, she does not get paid until 5/24/24. The customer was advised that this offer for the good faith payment and agency hold is only available prior to the disconnection ordered being created. Once the disconnection order is created the good faith payment and agency hold opportunity will no longer be available to the customer. The minimum payment of $725.23 would be required to prevent the disconnection and/or restore the service should the disconnection occur on the account. The account has been noted with the following information and Ms. **** will be advised the same if/when they contact our Customer Care Department 800-375-7117.

  Thank you,

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 21746629

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 06/21/2024

  Good Afternoon,

  I attempted to contact to ***** **** and left a voicemail on 6/21/24.  The account has been noted that the total balance on the account is currently $1162.89, with a disconnection amount of $1008.23. The customer has a disconnection notice for on or after 7/4/24. There has been one broken payment arrangements on the account within the past 12-months.  A minimum payment of $252.00 would be required in order to establish a 12-month payment arrangement. The remaining balance of $910.89 would be placed on a 12-month payment arrangement. Ms. **** has been advised to apply for energy assistance.  A 30-day hold was applied onto the account on 5/23/24 through 6/10/24 as the customer advised previously, she had an appointment scheduled on 6/10/24 with the West End Neighborhood House for Energy Assistance. The account has been noted with the following information and Ms. **** will be advised the same if/when they contact our Customer Care Department.

  Thank you

   

• Initial Complaint

  Date:05/10/2024

  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.

  Account #5********94. Since we had solar installed in the beginning of this year. We are still receiving "estimated" bills since Jan 2024, to the current day. I have been calling customer service for the past three month trying to get an explanation of how come my solar credits are not showing up on my bill when I know that my system is over producing and sending energy back to the grid. When calling customer services they are no help. Its either you have no credits or you used them all..The last two conversation with customer service I was told that whey would forward my information to the "solar department" and someone will reach out. A detailed email was sent to ([email protected] on 5-6-24 no one has reach out or knowledge the email. Its getting very frustrating that each month when I receive my bill I have to call just for them to tell me will be put your account on hold until the next billing cycle hoping it will clean up, but it doesn't. It seems like there is a disconnect from what my solar app is telling me vs what the smart meter is sending back to AC Electric. I'm also told my smart meter is not enable? I don't know why it takes this long when the meter was installed months ago. Below are screen shots of my bills and from my solar app which clearly shows my "imported energy used from the grid" and what was sent to the grid after imported usage. Which will be exported ...What this will show is an internal error on there in. I would like my account to be credited with my proper KWH shown on my bill each month. March 7th- April 4th..310.5 KWH was exported back to the grid after my import usage. April 5th-May 6th. 424.4 KWH was exported back to the grid. How are these credits not on my bill and I'm still receiving bills,

  

  Business Response

  Date: 05/23/2024

  I spoke with the customer of record Mr. ***** ******** on 5/22/24.
  Mr. ******** has been advised billing corrections to have been completed on 5/21/24.
  ACE estimated the meter readings for the January to March2024 billing periods.
  Although the SEN meter was installed on 8/16/23, meter is still being read in the field, during the billing periods in question the meter was not activated to be 100% read remotely.
  The actual meter readings have been confirmed in the data management system that provides the functionality to validate the interval data.
  The data management system allowed actual data to complete the necessary adjustments of the meter readings for the January to March 2024 bill periods and the excess generation solar credits for April and May 2024 bill periods.
  
  
  AS BILLED:
  12/6/23 to 1/5/24-357 kWh billed, estimated reading 2226, for $86.96.
  1/6/24 to 2/6/4 -369 kWh billed, estimated reading 2595, for $89.94.
  1/7/24 to 3/6/24-334 kWh billed, estimated reading 2929, for $81.80.
  3/7/24 to 4/4/24-334 kWh billed, estimated reading 3263, for81.69
  4/5/24 to 5/6/24-58kWh billed, actual reading 3040, for $20.16.
  
  AS CORRECTED:
  1/5/24 - excess generation 0, actual reading 2360, 491 kWh for $116.97
  2/6/24 - excess generation 0, actual reading 2984, 534 kwh for $126.94
  3/6/24 -excess generation 0, actual reading 3283, 389 kwh for $94.20
  4/4/24 -excess generation -301, actual reading 2982, 0 kwh for $6.53
  5/6/24-excess generation-260, actual reading 2722,0 kwh for $7.20
  The total balance is currently $93.16.
  A total excess generation credit of -561.
  The customer advised they should have more excess generation credits on the May bill.
  Mr. ******** has been advised to sending his excess generation report from his solar company for May 2024 bill period so our subject matter experts in our Solar Department to review.

  Thank you for allowing the opportunity to respond.

  Customer Answer

  Date: 05/28/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.An addition email was sent today, for April 5, thru May 6 showing the actual credits that was sent back to the grid for the month in question. I will wait the company's response. I couldn't accept the response because, there is a month still in question that needs to be cleared up. 
  
  
  
  
  Regards,
  Complaint ID: 21696917
   
  
  
  
   

  

  Business Response

  Date: 06/17/2024

  Mr. ***** *********s billing concerns are being addressed
  following a voicemail left on 6/17/24. His billing adjustments were completed
  on 5/21/24. The ACE meter readings from January to March 2024 were initially
  estimated but have since been corrected with actual data. The SEN meter,
  installed on 8/16/23, was not fully activated for remote reading during this
  period. The corrected readings have resulted in a total balance of $6.98 and a
  total excess generation credit of -561. Mr. Harrison's concerns regarding the
  receipt of excess generation credits for April and May 2024 are under review by
  GPC Billing's subject matter experts since 6/13/24. A follow-up with Mr.
  Harrison will occur after the review is concluded.
  Thank you for the opportunity to respond.

• Initial Complaint

  Date:05/08/2024

  Type:Product 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’ve been living in my two bedroom apartment for over three (3) years. My Electricity Bill has been coming in at an extremely high rate for many months. I’ve also filed complaints with Delmarva Power about this matter more than once. The Last complaint was around February 2024. The representative I spoke with stated that someone from Delmarva Power would come out to check the meter. I personally don’t believe anyone from Delmarva came out to check the meter.
  
  There are Four (4) units to my building, and there are Four meters. Around February of the year 2023, I Recorded and took pictures of the Meters. Three of the Meters are manufactured by ACLARA, and One meter is manufactured by GE. The GE meter sits below my Meter, in which I have the ACLARA meter.
  
  In February 2023 the GE meter was Reading all 33333’s. Around May of 2024, I recorded and took pictures of the meters again, and the GE meter is still reading 33333’s, and there’s been occupants living in all Four units over the years.
  
  I turned off my circuit breakers, and the meter was still running. My meter also shows signs of tampering. From what I can see, the GE meter is tied into my meter, and it Looks as if I’m paying Electricity for Two Apartments.
  
  I’m requesting a thorough investigation, and requesting a REFUND for the many months that I’ve been overcharged.

  

  Business Response

  Date: 05/17/2024

  We spoke with Mrs. ****** ****** on 5/18/2024.
  
  A service investigation order has been successfully completed as of February 9, 2024. Our thorough examination revealed no evidence of tampering.
  
  According to our records, the usage aligns with historical patterns. The meter readings have been cumulative and consistent with past usage. The customer has been billed based on actual meter readings
  
  March 26, 2024: 84,869
  April 24, 2024: 86,813
  May 17, 2024: 88,141
  
  We would like to conduct a site visit by our energy engineer to help the customer identify the energy consumption source. Mrs. ****** was interested in this option.
  
  The account balance is currently $849.01. Two defaulted installment plans in the last twelve months. Mrs. ****** established an installment plan on 4/2/2024, at $141.48 plus the current bill. The April 2024 bill generated with total amount due by May 16, 2024, $436.36. We have placed a 30-day hold on the account to allow time to schedule the energy engineer visit.

  Customer Answer

  Date: 05/26/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 21681892

   

  According to my phone log, I received the call on May 17th, 2024. I received a call from someone by the name of *******, she called me from ***********36, and stated she was from Delmarva Power, but this is not a Delmarva Power phone number that I’m aware of. 

  
  We discussed my outrageous electricity bill.  I explained that my two bedroom apartment should not be coming in at the rate that I’m receiving it. There are those who have 3, 4, and 5 bedroom homes with electricity bills Lower than mine.

  
  Delmarva claimed they sent a representative to look at the meter back in February 2024, but its highly unlikely that a Delmarva representative looked at the meter. If they had, the representative would have noticed that my ACLARA meter and the GE meter that sits below my meter have broken seals, and clearly shows signs of tampering. I have pictures, and videos of the meters from 2023, and 2024. 

  
  To reiterate the GE meter has been reading 33333’s  for more than a year. As stated before, all four units in my building have been occupied over the years. There are four meters, and only one of them is a GE meter. All four meters sit in a vertical position, and placed on some type of metal box.

  
  GE meters were acquired back in 2015 by the company called ACLARA, I would assume that GE meters were no longer being used.  The GE meter that sits below my ACLARA meter, in my opinion, is a DUMMY meter that’s used to camouflage that something is tied into my ACLARA meter, and I’m being charged for it.  

  
  Electricity is being stolen from customers, and Delmarva hasn’t done enough to stop it. When customers complain about a high electricity bill, Delmarva quickly blames the customer. 

  
  ******* stated that she would send an Engineer, I have yet to receive notification that an Engineer is en route. Delmarva needs to perform a thorough investigation, and refund me for being overcharged. 

  
  
  

   

  
  

   

  

  Business Response

  Date: 06/13/2024

  We attempted to reach Mrs. ****** ****** on 5/18/2024 regarding the high bill concerns. 
  
  A service investigation order has been successfully completed as of February 9, 2024. Our thorough examination revealed no evidence of tampering. 
  
  On May 30, 2024, the meter was tested and found to be within acceptable accuracy limits 100.29. 
  
  Mrs. ****** was contacted by our General Energy Engineer on May 31, 2024, via phone and email. We recommended doing a breaker test starting with items that are operating on a thermostat like; multiple small heaters, or one medium sized unit, and the primary HVAC unit on the property. The breaker test involves turning each item off for 6-8 hours and recording the start and end time. After this is done, we could re-run the data and see how usage was affected. Perhaps this type of pattern is caused by heating, further evidenced by the fact that usage has reduced in magnitude as temperatures have increased in the spring. We recommend having the heating unit serviced to make sure that it is turning on and off in an efficient manner as opposed to staying on for long periods of time or too frequently. Our Engineer will contact the customer to schedule a field visit.  
  
  As a Regulated Utility we are required to bill customers based on the amount of energy that registers on the meter each month. While we can provide suggestions as to what may have contributed to the electric consumption at the property. ACE is unable to advise what factors exist/ed that contribute/d to the usage in the home.
  
  Notes have been placed on the account for reference. Our customer care representatives are available to support should customers need further assistance or have questions about their bill. Customers can connect with us by 1-800-375-7117 or by visiting us online at www.delmarva.com. 
  
  

• Initial Complaint

  Date:04/22/2024

  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 Spring 2023 I recycled a refrigerator via the Atlantic City Electric Appliance Recycling Program (Order #0399-12981). After ARCA picked up my refrigerator at **** ****** ***** ***** ********** ** ****** I awaited the $50 incentive check per the Atlantic City Electric Appliance Recycling Program. I never received the $50 incentive check from Atlantic City Electric. From June 2023 to Dec 2023 I communicated with both Atlantic City Electric and ARCA Recycling numerous times via email/Facebook/phone regarding my missing incentive $50 check, which then bounced resulting in my bank charging me a $12 fee for insufficient funds by the payee. Despite numerous promises by various Atlantic City reps, I have received neither a new check (plus $12 for the fee charged by my bank) nor any communication regarding this issue. Atlantic City Electric reps are constantly claiming that the check will be issued. It is unacceptable that I made the effort to recycle an appliance (in 2023!), and cannot receive an incentive check that will not bounce. I would like the $50 check owed to me plus the $12 fee for the insufficient funds fee per my bank, as promised. I would like this check not to bounce and for Atlantic City Electric not to claim that ARCA did not have sufficient funds, since the incentive check I received listed ATLANTIC CITY ELECTRIC as the payee. Please note, the refrigerator was picked up at **** ****** ***** ***** *** **** ********** ** *****. This is property is owned by my company, ******** ****** LLC.

  

  Business Response

  Date: 04/29/2024

  I have communicated with our vendor responsible for
  implementing the recycling program, and they have successfully traced the
  customer's information and determined the source of the complaint. The
  temporary closure of the recycling program was a result of the vendor going out
  of business, necessitating the acquisition of a new vendor. It was during this
  period that the customer received their incentive, leading to the issuance of a
  bounced check. 

  Their customer
  service team was able to connect with the customer and confirm mailing
  address for the replacement check. A replacement check will be issued and mailed, please allow 7-14 business days for receipt. 

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.I received a new check for $62.00; however, my name is MISSPELLED (as ********).  The misspelling of my name may cause this check to bounce and then I will have to go through this whole process of begging for a reimbursement for another banking charge through no fault of my own.  I request a new check with the correct spelling of my name ****** *******.  I attempted to upload a copy of the check, but the website would not allow me to do that.
  
  
  
  Regards,
  Complaint ID: 21599245
   
  
  
  
   

  

  Business Response

  Date: 05/31/2024

  We spoke with Ms. ****** ******* on 5/30/2024.
  
  A check was mailed to this customer 5/1/2024. Check Number 1411205 to the address specified by the customer, amount issued $62.00 for the rebate reissuance and bank NSF charge. This check is not yet showing as cashed by the customer.
  
  Notes have been placed on the account for reference. Our customer care representatives are available to support should customers need further assistance or have questions about their bill. Customers can connect with us by 1-800-642-3780 or by visiting us online at www.atlanticcityelectric.com

• Initial Complaint

  Date:04/08/2024

  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.

  Delmarva power asked me if I wanted a $40 credit for Energy wise rewards. I said yes so my original bill was 259.08 when I called to make my payment the automated voicemail said my bill total was 219.08. I paid that amount and the following month I was charged back the $40. I called and spoke to two people at Delmarva and they said I shouldn’t have not taken the $40 off the month before’s bill. I only did not pay that because I was told to pay the $219.08 so that’s what I paid. I feel they are scamming thousands of customers. I even have proof of the $40 credit from the month before on my bill

  

  Business Response

  Date: 04/17/2024

  We spoke with Mrs. ****** ************** on April 16, 2024 regarding her credit concern.
  
  As detailed in the April 2024 billing invoice, a credit of $40.00 for the Energy Wise Install was successfully applied to the account. The billing invoice generated on March 4, 2024, for $259.08, was due on March 25, 2024. The customer made a payment of $219.08 on April 2, 2024. The April 2024 invoice was generated with a total of $228.91 due by April 23, 2024. This amount reflects charges for the service period from March 2, 2024, to April 1, 2024, with a total of 1095 KWH. After applying the Energy Wise credit, the current balance due is $228.91

  Customer Answer

  Date: 04/24/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 21546540

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:03/11/2024

  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.

  Delmarva power has falsified their system regarding my account. They modified it to say I had a check returned in March 2024 however my payment in February was made by Debit card as was my payment in March 2024. They billed my account 288 dollars for what they are saying is a returned check. When I called they said it was a payment from July 2023 which was charged back to my account and paid in full on July 11,2023 by debit card. I also paid my account in full in December of 2023. 7 months ago and I am being told well our system shows you were never charged back for it but clearly on their customer app it shows it was.

  

  Business Response

  Date: 03/21/2024

  Good Afternoon,

   

  I attempted to reach the customer ******* ****** on 3/21/24. I left the customer a voicemail message and advised of the following information. Unfortunately, while cleaning a backlog of return payments it was identified that the payment issued on 7/5/23 was returned for $288.00. The customer made a payment for $289.00 on 7/11/23 upon her bank advising of the returned payment. However, when the payment of $289 was made onto the account that was a partial payment so the $288 that was paid but never returned in the accounting system and was applied to the balance on the account for the customer at that time. Upon the discovery of the returned payment on Ms. Lawsons account the balance was then reapplied onto the account to collect for the debt in the arrears. DPLMD apologizes for inconvenience and the delay however we did not receive the funding and our records do not indicate we were contacted to inquire why the funds remained in the customer's account at the financial institution. The returned payment is legitimate and if the customer wants to dispute, she can submit 2 months of bank statements from that time period in questions. The customer has a current balance due for $497.31.
  
  ***UPDATE*** I spoke with the customer and went over her account concerns and advised that the balance due is correct and I apologized on behalf of the company for the delay. She was in agreement that the debt is still owed and was grateful for my time and explanation for her account concerns.

• Initial Complaint

  Date:02/19/2024

  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.

  Delmarva claims to provide the most update and current electrical power. I live in Castle Hills and I work for the State of Delaware as a Registered Nurse. I work from home. My power has been knocked out so many times the last year due to faulty wiring, bad pole work, poor quality employees. That I have had to miss work on multiple days and could be put up for termination for this. One incident left me without power for 4 days!! When I ask what the plan is to improve Castle Hills I'm told there is no plan. So Delmarva is committing fraud for the residents fo Castle Hills. They are not providing the most update and best electrical power to us and we are all suffering. Some of my neighbors are elderly which means they didn't have power for 4 days as well as right now as we speak we do not have power and they haven't even assigned a crew. You cannot speak to a manager if you call. Delmarva has frauded the residents of Castle Hills for atleast the last 5 years with unsatisfactory power when their claim is the opposite

  

  Business Response

  Date: 02/29/2024

  A voicemail was left for the
  customer on 02/28/24 advising of the below information.
  “The outage on February 19th were due to a bad cut out, this was replaced.
  The outage on January 9th was due to the past storm that we had, which took down multiple tree-limbs and
  wires don around Midfield Rd, trees near ** **** ** *** ** ****** ****
  DPL is always looking to make
  upgrades in our feeders/circuits.
  As it is now, the circuit
  which serves your house is currently on our rear lot program, on which part of
  your service will be underground tentative by 2026/2027.”
  Routine tree trimming on this
  circuit is scheduled for 2026.
  It is worth noting that the customer is currently paying a
  3rd party supplier for her electric at a rate of .183 per kwh and
  our current rate is .103 almost half what she is paying them. (She can see
  this on page 3 of her bill)

  Thank you,

  Customer Answer

  Date: 03/07/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.It's 2024, that's over atleast 2 years away for an improvement for the area. I don't think that's an acceptable plan. So for the next 2 years I will have in and out service while attempting to work from home? Even though I did not bring up anything about my bill, thanks for pointing that out about using a 3rd provider. How do I change that?
  
  
  
  Regards,
  Complaint ID: 21314152
   
  
  
  
   

  

  Business Response

  Date: 03/20/2024

  Please note the remarks sent from
  the customer are the same as the remarks previously addressed 02/29/24. The
  Company’s position remains the same.
  “The
  outage on February 19th were due to a bad cut out, this was
  replaced.
  The
  outage on January 9th was due to the past storm that we had, which
  took down multiple tree-limbs and wires don around Midfield Rd, trees near ** **** ** *** ** ****** ****
  DPL
  is always looking to make upgrades in our feeders/circuits.
  As it is now, the circuit which serves your house is currently on our rear lot
  program, on which part of your service will be underground tentative by
  2026/2027.”
  Routine
  tree trimming on this circuit is scheduled for 2026.
  There has not been an additional outage since 02/19/24