Complaints

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

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  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:02/16/2024

  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 am writing to file a formal complaint against Delmarva Power regarding their failure to set up and provide assistance with accessing the Property Manager Portal. Despite multiple attempts and months of waiting, my property management team has been unable to gain access to this essential system, significantly hindering our ability to effectively manage our properties.
  
  Our attempts to utilize the Property Manager Portal have been met with persistent challenges and obstacles. Despite reaching out to Delmarva Power on numerous occasions, we have received minimal support, with only one employee supposedly assigned to handle these matters. However, even with their assistance, we have been unable to resolve the issue or gain access to the system.
  
  The inability to access the Property Manager Portal has severely impacted our daily operations. Without this essential tool, we are unable to efficiently track energy usage, manage billing, and address any issues promptly. This not only disrupts our workflow but also compromises our ability to provide quality service to our tenants.
  
  We have made repeated efforts to resolve this matter with Delmarva Power directly, but the lack of progress and assistance has been frustrating and unacceptable. Our business relies on timely access to accurate information and resources, and the ongoing delay in setting up the Property Manager Portal is causing undue stress and inconvenience.
  
  We urge Delmarva Power to take immediate action to rectify this situation and ensure that we are granted access to the Property Manager Portal without further delay. Additionally, we request improved communication and support from Delmarva Power to address any future issues promptly and effectively.
  
  Failure to address these concerns and provide a satisfactory resolution will compel us to explore alternative options and escalate this matter further.

  

  Business Response

  Date: 02/28/2024

  I tried to contact the customer on 02/28/24, they did not answer
  but I was able to leave a voicemail.
  The customer needs to request to have a landlord agreement to
  receive a Property Managers Identification Number (PMID). This number allows registration
  to the Property Managers Online Services (PMOS) portal.
  A
  landlord agreement is a "revert-to-owner" program.  This keeps
  the electricity on when the tenant moves out; the owner of the property agrees
  to have this behind-the-scenes program that automatically puts the owners name
  on the account as soon as the tenant contacts the electricity company and says
  they are moving out, allowing the electricity to continue
  A request has been created to
  have the landlord agreement application mailed to the customer or the owner can
  go online and request this program to be set up.
  DPL would then get notification, enroll
  the premise with the owner’s information and then send a confirmation email to
  the owner letting them know its enrolled.  Once that happens, we can take
  that information and create a PMID number for them to register to the PMOS
  portal. 

  Customer Answer

  Date: 02/28/2024

  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.
  
  I already have a property manager ID and have already successfully enrolled in the program with proof provided with their own email attached to this original complaint.
  
  
  Regards,
  Complaint ID: 21303295
   
  
  
  
   

  

  Business Response

  Date: 03/12/2024

  A subject
  matter expert is looking into this. I called the customer and left a voicemail
  advising as such. I will update by early next week. 

• Initial Complaint

  Date:02/14/2024

  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.

  PLEASE READ THE ATTACHED PDF FOR A FULL STORY OF THIS COMPLAINT.
  It is 7,000 characters and BBB only allows 2,000 here.
  
  I’ll start off with saying I own a 1400sqft Ranch on the Eastern Shore of Maryland, where it is atypical to have below freezing temperatures like you’d see near the DMV area. I have an 8 year old, 2.5ton heat pump mounted outside, and a 2 year old air handler in my attic that also has electric heat backup or “auxiliary heat”. In May of 2023 I moved into this house with my wife, no kids, so we should be on the lower/lowest end of energy consumption. Every lighting source is LED, Every Appliance that runs on electric is less than 3 years old except for the fridge that is 12 years old. Propane cooktop, and water heater. Since June 7, 2023 we have paid $2,326.34.
  My experience over the 2 months and 4 and a half hours on the phone, dealing with this disrespectful and greedy company is that they have zero concern or respect towards their customers time and money. They’re happy to hire inexperienced and incompetent employees while offering zero help in righting a wrong that they and their equipment caused. Delmarva Electric should be AVOIDED AT ALL COSTS. This concludes my short experience with the company, I’m sure I’ll be adding to this as I search for a new power company, as there are many available in my area.

  

  Business Response

  Date: 02/22/2024

  I attempted to contact ****** ********* to discuss his complaint. A detailed message was left as follows:
  
  Mr. ********* moved into the location 05/12/2023, the
  Energy Wise Rewards (EWR) Thermostat was activated through our vendor ITRON
  05/15/2023. The first and only time ITRON heard from this Mr. ********* was on
  12/21/23 when he called into our call center. Itron sent an Energy Wise Rewards
  technician out and they replaced the IT900 thermostat with a Sensi thermostat
  on the same day. The EWR technician's notes are as follows: Customers heat pump
  was creating a dead short causing emergency heat to run. HVAC fixed the problem
  before my arrival. Replaced IT900 stat with Sensi thermostat. The customer
  requested replacement of the thermostat.  
  
  Mr. ********* is seeking compensation towards the $649.07 December bill. It seems
  this was an HVAC system issue not the EWR thermostat. The original installation
  date of the thermostat was on 3/24/2015 and the previous account does not show
  any issues with the IT900 thermostat. No adjustments will be provided. 

  Customer Answer

  Date: 02/23/2024

  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.
  Delmarva seems set on blaming only their customers, over the 4.5 hours I spent contacting them about the immense increase in energy consumption that began in October, they either stand behind the multiple instances of misinformation I received from THEIR "customer service" agents. I AM NOT SEEKING the $650~, I was only seeking some level of compensation due to the MISINFORMATON I RECEIVED FROM DELMARVA about the usage. After being told this was normal usage, and being hung up on by their customer service agent, the issue was prolonged for over a month. Which is why my $80 bill went to $350~ and then $650~. If they would have given me accurate information when I first called that would have lead me to SOLVE THIS ISSUE MYSELF sooner. I ended up still having an HVAC agent out to my house AT MY EXPENSE to look over the thermostat and full HVAC system. The same process that the DELMARVA power efficiency program sent on dec 12th, that had determined that the only way to decrease my energy usage was to "add insulation in my attic". That same day I paid someone to come look over my HVAC system, I requested Delmarva to replace the outdated thermostat, which they did do, and like I have said previously. The issue has since subsided and now my energy usage is more reasonable (My Jan-Feb bill was just $280). Lastly, Delmarva's customer service agent is the one who INFORMED me that I was due a refund of $650, which was the amount of the Dec bill. That misinformation HAS BEEN RECORDED per their automated system. The multiple agents I have spoken with are noted on my own documents, I am happy to share call times, agent names, and the word-for-word information that I was given by their "Customer service" line.If Delmarva feels that this is the level of "service" that a customer who pays roughly $3000 PER YEAR, I stand behind my statements of this company being one to avoid!
  
  
  Regards,
  Complaint ID: 21293411
   
  
  
  
   

• Initial Complaint

  Date:01/23/2024

  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 contacted Delmarva power and echelon company about my estimated bill because every single month it climbs more and more. They are telling me that this smart meter is not getting connection. But when I spoke to the lady on the phone she didn't have any problem getting a reading from the smart meter. And they send me email saying that I've used more or less electricity. So how can they tell me that it's not reading when they can tell me I've used more or less electricity. This has not been fixed and my electric bill jumped another $100 this past month and nothing has changed in my house I didn't put up any Christmas decorations and my heat pump has checked out fine and it's only 4 years old. I'm getting really tired of calling Delmarva power about this issue. The smart meters are almost 12 years old now and obviously something is wrong because I'm not the only person that they are doing this to and it needs to get fixed ASAP I don't have the extra money to keep spending and sending them an extra $100 every single month. Last month it jumped $70. My bill went from $95 to $170. This month's bill went from $170 to $279. Something is really wrong. And I'm getting tired of it. Please help me.

  

  Business Response

  Date: 02/02/2024

  I tried to contact the customer on 02/02/24; they did not answer but I was able to leave a voicemail.
  Account Balance: $0
  The original November 2023 bill had $95.53 / 531 kWhs in new electric charges. 
  The original December 2023 bill had $176.70 / 1,169 kWhs in new electric charges. 
  The reads were printed on the bill as ‘unavailable’.
  The reads were verified in our system. The meter was communicating properly; however they were not being printed on the bill. After the reads were verified, the November and December bills were reissued on 01/05/24.
  The revised November 2023 bill had $95.53 / 531 kWhs in new electric charges. 
  The revised December 2023 bill had $176.70 / 1,169 kWhs in new electric charges.
  I issued a service order to have the meter exchanged and sent for testing. Results should be available in 4-6 weeks.

• Initial Complaint

  Date:11/08/2023

  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 have already filed a complaint in the past and Delmarva admittedly acknowledged they had overcharged me by estimating instead of using my actual data so they issued me a credit to my account and reissued corrected bills showing the correct usage. The credit they issued was wrong and I have relentlessly been trying to explain the situation to them and they either hang up, forward the call, or take a message and say they will call back. NO ONE calls back and they ignore the fact that they still owe me money. It's very simple. The revised bills from January-October show my total billed is $2,564.22 yet, the amount I have PAID is $3,099.69 and the credit it gone. There is a difference of $535.47 that I should still have credited and instead, they are back to billing me. I refuse to pay MORE than I owe and no matter how many times I call, nothing is done and they are trying to just sweep it under the rug. They have a botched way of applying the credit on their bills, which is where I think they ended up misapplying it. August for example, you can see that the bill is only for $199.01 but they wrote the credit balance amount of $360.58 instead of the bill total. It really shouldn't have been this complicated, I have paid more than I owe and they mishandled the credit they tried to fix after mishandling my account and mischarging me from the beginning. I spoke for an hour and a half last week to someone named "Princess" and after going back and forth, confirming the monthly amounts and adding totals, she finally understood and said she put in the notes that I am still owed a credit. After a week and no response, I call back today, speak with two different people who don't know what to do so they transfer me to voicemail/hang up and it's outrageous. The time I've spent away from my own work and life to try and help them understand basic math is extremely frustrating. I want the remaining $535.47 applied to my account and I refuse to pay another dollar they bill.

  

  Business Response

  Date: 11/20/2023

  We have attempted to contact Mrs. **** regarding the high
  bill concerns on Friday, November 17,2023 and left a voicemail.
  Mrs. **** is questioning the bills and credit on the account.
  The July 2023 was issued with a credit balance of $559.59-.
  The actual meter reading on July 5th 009185
  If/when a customer’s meter reading is erroneously estimated.
   Our metering technology AMI meters allows
  for near real-time reading which is made available via MyAccount as well.
  The August 2023 bill was issued with a credit balance forward
  of $639.87-, made up of the credit balance forward $559.59- and a payment
  posted of $80.28-. The new electric charges $219.11. The total remaining credit
  on the account $420.76- The corrected meter reading based on information in the
  system 10313 on August 3rd.
  The September 2023 bill was issued with the credit balance
  forward of $420.76-. The new electric charges 268.36-. The total remaining
  credit on the account $152.40- The corrected meter reading based on information
  in the system 11682 on September 6th.
  The October 2023 bill was issued with the credit balance
  forward of $152.40-. The new electric charges $216.99. The total amount due $64.59
  by. The actual meter reading based on information in the system 12810 on
  October 3rd.
  The November 2023 bill was issued with a balance forward $64.59.
  The new charges $173.61. The total amount due $238.20. The actual meter reading
  based on information in the system 13681 on November 2nd.
  The current actual reading on November 20th 14303
  in line with the previous meter reading.
  The total balance due on the account is currently $238.20.
  Zero payment arrangements in the last 12-months.
  Thank you for allowing the opportunity to respond.

  Customer Answer

  Date: 11/22/2023

  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: 20842843

  Delmarva has called me back one time (after I filed my complaint) and I answered. They gave an explanation of all my bills and high usage which was not my complaint and I explained that had been resolved, my complaint is about the misapplied credit to my account. You seem to also be missing that point so let's just take the credit out of the picture for a second...from January 2023 to October 2023 the total amount you have billed me is $2,564.22. From January 2023 to October 2023 the total amount I HAVE PAID is $3.099.69. Do you comprehend now that I have PAID more than I've been BILLED? I will walk through it just as I have with at least 7 other employees until they either hung up, or finally understood my point and claimed they put it in the notes. Based on the adjusted bills you've sent, the following is my total bill each month for Jan-Oct ($387.09, $312.89, $364.71, $310.10, $318.48, $231.08, $199.01. $243.77, $197.09) correct? Ok, now confirm with your calculator the total of $2,564.22. The following are the payments I have made from Jan-Oct ($535.47, $458.92, $5.00, $480.08, $565.80, $480.55, $493.59. $80.28) now confirm with your same calculator the total of $3,099.69. Commonsense should instantly tell you the amounts are different, and I have paid MORE than I've been billed. Now that we have confirmed the basic math let's go back to the credit. My bills were adjusted after you admitted to overcharging me. You applied the thousands I had paid to bills in whatever strange way you seem to have done for your records. That random credit total you came up with paid for July, August, September and PART of October where I was back to being billed for the remainder and the credit was gone. If you did the math and saw that I was billed $2,564.22 but PAID $3,099.69, please explain where the remaining $535.47 was used and why I went back to being billed. My credit should have lasted the rest of the year had you applied it correctly. I truly hope this explanation was clear enough for you to stop deflecting about past bills and usage amounts which has nothing to do with the point I am trying to make. If you continue getting confused with how you misapplied the credit, please refer back to the basic math of what I was billed vs. what I've paid. When someone pays MORE than they owe, you don't continue billing them. Please correct your records however you need to and do not bill me again until you have used the FULL credit which should be in 2024.  

   

  
  
  

   

  
  

   

  

  Business Response

  Date: 12/12/2023

  We spoke with Mrs. **** regarding the
  billing adjustments on 12/12/23.
  Mrs. **** is questioning the bills and
  credits on the account.
  The July 2023 was issued with a credit
  balance of $559.59-.
  The actual meter reading on July 5th
  009185 If/when a customer’s meter reading is erroneously estimated. Our
  metering technology AMI meters allows for near real-time reading which is made
  available via MyAccount as well.
  The August 2023 bill was issued with a
  credit balance forward of$639.87-, made up of the credit balance forward
  $559.59- and a payment posted of $80.28- originally on 10/24/23 and was applied
  to the revised August bill during the adjustment process. The new electric
  charges $219.11.
  The total remaining credit on the
  account $420.76-
  The corrected meter reading based on
  information in the system 10313 on August 3rd.The September 2023 bill was
  issued with the credit balance forward of$420.76-. The new electric charges
  268.36-.
  The total remaining credit on the
  account $152.40- The corrected meter reading based on information in the system
  11682 on September 6th.
  The October 2023 bill was issued with
  the credit balance forward of$152.40-. The new electric charges $216.99. The
  total amount due $64.59by 12/7/23. The actual meter reading based on
  information in the system 12810 on October 3rd.
  The November 2023 bill was issued with
  a balance forward $64.59. The new charges $173.61. The total amount due
  $238.20. The actual meter reading based on information in the system 13681 on
  November 2nd.The actual reading on November 20th 14303 in line with the
  previous meter reading.  
  The December 2023 bill was issued with
  an actual reading on December 2nd 14945 in line with the previous
  reading in November 1264 kWh used for a total of $244.58.
  The total balance due on the account
  is currently $482.78. Out of this balance $238.20 is currently past due.
  Zero payment arrangements in the last
  12-months.
  Thank you for allowing the opportunity
  to respond.

• Initial Complaint

  Date:11/01/2023

  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.

  Delmarva Power company in Delaware is taking money out of customers account twice and upon contacting their office staff are claiming that my wife and I apparently signed up for auto-pay which is false as we have never opted for this nor have we ever received any form of confirmation indicating this account set up option. When requesting a refund they stated that their electronic refund system is "down" but that they'd have to issue us a paper check in 7-14 business days, and have repeated the same statement for the past 2 and half weeks since initially contacting them on 10/17. They are reflecting the overcharged amount as a credit on our account and have indicated that they will issue us a paper check but to-date (10/17/23-11/1/23) have not received anything and when contacting them today (11/1) they stated that they are only going to refund us the credit amount lesser than what they charged us since a new billing cycle started. They have caused us to be overdrawn at one point and have not issued our refund. We want the full $374.99 amount refunded back to us immediately and do not want it credited to our account. We are seeking full accountability to ensure this billing error never happens again. This also just happened to my in-laws with them as well.

  

  Business Response

  Date: 11/09/2023

  Called
  customer and left message for call back, account will be noted as well in the
  event customer calls into Customer Service.
  
  Customer
  called back I advised of the following:
  
  The
  customer established Auto pay via their My Account 9/7.
  10/18
  customer removed Auto Pay as a payment method via My Account.
  Customer
  requested refund of $374.99, refund request was made on 10/20 to send check to ** * ******* ** * ******* ** *****.
  All
  refunds must wait 15 business days from the original payment to clear. Payment
  posted to the account on 10/17.
  Check #0000088680 in the amount of $374.99 was sent out 11/8/2023 and should be received
  within 7-10 business days or sooner.  The account has a current balance of
  $307.39.

  Customer Answer

  Date: 11/13/2023

  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.
  Delmarva's response indicated that I as the customer setup auto pay on my account the previous month when in fact this is totally false.  Not only did I not set my account up on auto-pay, but the same fraud committed by Delmarva on it's customers has been committed on other customer's accounts, including my sister-in-law as well as a clerk I had spoken with from the Delaware Attorney General's office, which I have also referred this criminal matter for them to investigate further.  Delmarva is blatantly stealing from their customers and dragging their feet to reimburse them back only after repeated follow up efforts when seeking immediate remedy to this intentional error.  This issue has also been referred to all local and state news agencies as well as the department of energy and our local state assemblymen to hold everyone at Delmarva accountable.  I have also not received reimbursement yet almost 30 days following my money being stolen from my account with no apology and no interest.  Delmarva is a criminal monopoly taking advantage of the communities they're supposed to serve.  
  
  
  Regards,
  Complaint ID: 20810403
   
  
  
  
   

  

  Business Response

  Date: 05/02/2024

  DPL spoke with the Mrs. ******** on 11/15/2023 and she is requesting the Check #0000088680 be cancelled and have the funds placed back on to the account due to next bill was due 11/14. I issued a request to place a stop payment on refund check, and to apply the funds to the account. Advised this can take 7-10 business days and if the check is eventually received to disregard. A hold was placed on the account for 30 days to allow time for the credit to be applied to the account.

• Initial Complaint

  Date:10/22/2023

  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.

  I receive unwanted emails invading my privacy. I never gave them permission to do so. By federal law, if a company is going to spam you, they MUST have a working unsubscribe. Unsubscribe page comes back with errors when attempting to unsubscribe
  
  I have contacted them and they still violate federal law.
  
  Please find attached the spam they sent, and the ERROR when attempting to unsubscribe a hundred times.

  

  Business Response

  Date: 10/24/2023

  ***** ***** receives alerts because he
  self-enrolled in MyAccount. Atlantic City Electric has reviewed his MyAccount
  profile, and the customer has only self-enrolled for Outage notifications.
   All other MyAccount notifications were disabled by the customer. I
  attempted to contact the customer to discuss his concerns, but he spewed
  profanities and slurs and disconnected the call. 

  Customer Answer

  Date: 10/30/2023

  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.
  I contact you because of a privacy issue and what did you do? You call me to tell me you couldn't open the attachments on the complaint?!?!?!I thought that much would have been understood, but NOT in your case. So yes you violate my privacy I tell you how much I enjoy it.I NEVER gave you permission to contact me, unless you snuck it under some hidden check box or something.....Plus I guess its my fault your unsubscribe link doesn't function?
  Get your act together, stop violating my privacy! Fix your federally mandated working unsubscribe page. (STILL ERRORS)You will be hearing from attorney general as well, you can explain your privacy violations with them.Learn how to operate a abacus and open attachments. Read and understand initial complaint as it was in simple English, but NO, you call me SMH.
  
  Regards,
  Complaint ID: 20766210
   
  
  
  
   

  

  Business Response

  Date: 11/14/2023

  ***** ***** received alerts because he self-enrolled in MyAccount.
  Atlantic City Electric has reviewed his MyAccount profile, and the customer has
  only self-enrolled for Outage notifications.  All other MyAccount
  notifications were disabled 10/23. The Your Energy Bill Is Ready screenshot
  notification the customer uploaded was dated 10/21, which was sent before his MyAccount notifications were disabled on 10/23.  

• Initial Complaint

  Date:09/16/2023

  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.

  I received my bill for August 2023 and it was $200 more than my bill July 2023. My bill keeps getting higher month after month. I called Delmarva power on Friday, September 15, 2023 and I started having a conversation with the customer service representative about my meter possibly being inaccurate after a 10 minute conversation I was hung up on. I called back and I was on the phone for 45 minutes with a customer service representative and he told me that my meter was working 100%. I told him I don’t know how this is true my bill is $200 more than it was last month and I wasn’t even staying at my house in the month of August, wasn’t running any utilities. He ensured me that my meter was 100% accurate. I asked him if I could get anybody out here to look at the meter to ensure that it was 100% accurate. He told me no we don’t do that. The meters are 100% accurate , I then asked to speak to a manager, he got agitated, and didn’t say anything to me, and immediately put me on hold. I was on hold for another 30 minutes until the manager picked up the phone and acted like she couldn’t hear me on the other end she went up on the spiel about how am I meter it was 100% accurate and because she didn’t hear anybody on the other end that I needed to call back for a third time. I don’t understand how my bill gets increasingly worse month-to-month when I’m not even staying at my house, but it does and nobody can come out to take a look at my meter. This is unacceptable.

  

  Business Response

  Date: 09/27/2023

  We had detailed
  discussion with Mr. ******* addressing his high bill concerns on September 27th.
  Mr. ****** is questioning
  the September 2023 for the period August 4th to September 6th reporting an actual reading 154453 on September 6th, billing 2,506
  kWh resulting in the total charge of $483.71 due by September 28th.
  We have explained meter
  reading as recorded daily and remotely sent to Delmarva every day. As of today September
  27th, recorded actual meter reading is 155384 in line with September
  6th reading 154453.
  Our metering
  technology allows for near real-time reading which is made available via
  MyAccount as well. We explained that we do not know exactly what the source of
  the higher consumption is, we can see that there has been usage each month
  since start of service that significantly varies week to week.
  Mr. ******* has
  requested that Delmarva exchange the meter states the meter display is damaged.
  We have scheduled a meter exchange for October 4th, the end of the
  current billing cycle.
  We have explained the
  removed meter will be sent away for testing and the meter test results would be
  available in 6 to 8 weeks and we will be sent to the customer by mail.
  A payment of
  $483.71- was posted to the account on September 26th.
  There is currently a
  zero balance on the account.
  
  Thank you for allowing
  the opportunity to respond.

  Customer Answer

  Date: 09/28/2023

  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: 20614120

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:09/13/2023

  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.

  During late spring or early simmer Atlantic electric replace meters in the meter box. They hired a contractor to do the work. While replacing the old meter the contractor loosen my meter box from my basement wall. At first I notice it was only the top skews that were a loose. Now one of the bottom skews is coming loose. Atlantic electric sent me a letter telling me to hire an electrician to fix the problem they have cause. They hired the contractor who pulled the skews from the wall Atlantic electric should have them to come back and fixed the problem they have caused. Its not my fault the contractor pulled the skews out of the wall, so why should I have to pay an electrician. The contractor did work that cause the problem have the contractor or Atlantic electric fix it. It only needs skews nailed back into that wall.

  

  Business Response

  Date: 09/21/2023

  We spoke with Mr. ****** regarding repair of the meter pan on 9/21/23.
  
  Mr. ****** has been advised there is an ACE SEN Meter Pan Grant available through the NJ Shares Program.                                                                               

  General Facts:

  The ACE SEN Meter Pan Grant (“Meter Pan Grant”) was established
  to financially assist customers, who may have to repair/replace their meter socket
  for a smart-meter exchange.
  NJ Shares administers the ACE SEN Meter Pan Grant program offering
  a one-time grant up to $750 for meter
  pan repair/replacement related to a smart meter exchange.
  If repair is less than $750, grant will only cover invoiced charges
  up to $750.
  If repair is more than $750, grant maximum will be $750—Customers
  are responsible to pay for any charges that exceed approved grant.                                                                                                           
  Customer must secure their
  own NJ licensed electrician.
  Approved grants are paid directly to the licensed electrician
  once repairs are complete and invoiced.
  

  Eligibility Criteria:                                                                                                                                                                                                                 

  Applicant
  must be property owner AND customer of record on ACE bill.
  Applicant must have received a hazard letter associated with
  the SEN project.
  Applicant must have received or will receive a smart meter (SEN
  opt-out customers are not eligible).
  Income must fall within 400% of Federal Poverty Level (gross
  income):
  Household Size 400% of Poverty Level
  1 $58,320
  2 $78,880
  3 $99,440
  4 $120,000
  5 $140,560
  6 $161,120
  + Each additional household member up to 8 $20,560
  
  How to apply and the process:
  

  1.   Advise customer to complete the NJ Shares application
  via website or telephone, and provide Invite Code to customer (required to apply):
  a.   NJ Shares website:  www.njshares.org/ace b.   NJ Shares phone #: 866-657-4273 option 5
  c.    Invite Code: METERGRANT
  2.   Customer is required to provide documentation (ID,
  bill copy, ACE hazard letter, proof of income).
  3.   If/When approved the customer should schedule repair
  work with the NJ licensed electrician.
  4.   Once repair is completed customer submits invoice
  to NJ Shares.
  5.   NJ Shares will process, and once invoice is approved
  payment for previously approved grant amount is issued directly to the licensed
  electrician (*if invoice is greater than grant customer is responsible for
  difference).
  

  
  Thank you for allowing the opportunity to respond.

  Customer Answer

  Date: 09/26/2023

  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.
  The response from Atlantic Electric does not resolve my complaint.  They want me to apply for a program that they offer to low income applicants.  My wife and my income may exceed the monthly amount aloud to qualify for this program.  We are both seniors and I live on a fixed income.  Atlantic Electric hired a private contractor to replace all the old meters in the township.  This endeavor didn't require any special needs or qualification.  The contractor broke my meter box and he or Atlantic Electric should fix.  Also Atlantic Electric requires an estimate from a license electrician, mined is currently on vacation and will not return until the 3rd of October.  Again, I'm getting the run around from Atlantic Electric they hired a private company to do the work.  So how I'm I the consumer obligated to pay for this repair.  Just fix my meter box please.
  
  
  
  Regards, John Motley
  Complaint ID: 20596195
   
  
  
  
   

  

  Business Response

  Date: 10/03/2023

  Mr. ****** has been advised there is an ACE SEN Meter Pan Grant available through the NJ Shares Program.
  
  General Facts:
  
  The ACE SEN Meter Pan Grant (“Meter Pan Grant”) was established to financially assist customers, who may have to repair/replace their meter socket for a smart-meter exchange.
  NJ Shares administers the ACE SEN Meter Pan Grant program offering a one-time grant up to $750 for meter pan repair/replacement related to a smart meter exchange.
  If repair is less than $750, grant will only cover invoiced charges up to $750.
  If repair is more than $750, grant maximum will be $750—Customers are responsible to pay for any charges that exceed approved grant.
  Customer must secure their own NJ licensed electrician.
  Approved grants are paid directly to the licensed electrician once repairs are complete and invoiced.
  
  Eligibility Criteria:
  
  Applicant must be property owner AND customer of record on ACE bill.
  Applicant must have received a hazard letter associated with the SEN project.
  Applicant must have received or will receive a smart meter (SEN opt-out customers are not eligible).
  Income must fall within 400% of Federal Poverty Level (gross income):
  Household Size 400% of Poverty Level
  1 $58,320
  2 $78,880
  3 $99,440
  4 $120,000
  5 $140,560
  6 $161,120
  + Each additional household member up to 8 $20,560
  
  How to apply and the process:
  
  1. Advise customer to complete the NJ Shares application via website or telephone, and provide Invite Code to customer (required to apply):
  a. NJ Shares website: www.njshares.org/ace b. NJ Shares phone #: 866-657-4273 option 5 c. Invite Code: METERGRANT
  2. Customer is required to provide documentation (ID, bill copy, ACE hazard letter, proof of income).
  3. If/When approved the customer should schedule repair work with the NJ licensed electrician.
  4. Once repair is completed customer submits invoice to NJ Shares.
  5. NJ Shares will process, and once invoice is approved payment for previously approved grant amount is issued directly to the licensed electrician (*if invoice is greater than grant customer is responsible for difference).
  
  
  Thank you for allowing the opportunity to respond.
  

• Initial Complaint

  Date:09/12/2023

  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 account number with Delmarva is ********263. I was set up on autopay and had a negative balance due to solar panels and energy savings credit for the last month billed. Yesterday I was charged $464.84 for reasons I do not know. I spoke with customer service and they stated there was nothing they can do now. I need someone to contact asap to credit me back my money. I need that money for bills and now this becomes a problem for me when I did not give Delmarva authorizing to bill me when I have no balance with them.

  

  Business Response

  Date: 09/20/2023

  I tried to contact the customer on 09/20/23. They did not answer but I was able to leave a voicemail.

  On
  07/17/23 the meter was exchanged for a NEM solar one.
  On 09/01/23, the July 2023 bill was issued.
  It had
  $471.56 / 2,601 kWhs in new electric charges.
  On
  09/12/23 the customer removed the Auto Pay on his account.
  On 09/19/23 the customer requested their refund of $471.56-.
  On 09/21/23, the August 2023 bill was issued.
  It had a
  balance forward of $471.5, 1,083 kWhs in new electric charges, and 1,229 kWhs
  in excess generation (credit of $6.72- / 146) for a total amount due of
  $464.84.
  
  The
  charges the customer has been charged are corrected; the July 2023 bill amount
  was refunded to the customer, making the August 2023 bill carry the balance. 

  Customer Answer

  Date: 09/26/2023

  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.

  I missed the phone call because I was working. I’ve called back multiple times, goes to voicemail every time. I’ve left two messages. I have not got a call back. There is information on the timeline provided I need to get clarified in order for this complaint to be closed. Key information is missing on that timeline as well. I’ll be waiting to get a call back. Thank you

  
  
  
  
  
  Regards,

  
  

  Complaint ID: 20590951

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 10/02/2023

  I was able to speak
  with ***** ******* on 10/02/23. I advised that on September
  25, 2023 a refund was issued in 2 checks, as requested. One check will be
  issued for $459.50 and one check will be issued on/around October 11, 2023 for
  $16.00.
  
  On July 17, 2023, the meter was exchanged for a NEM one.
  On August 1, 2023, the July 2023 bill was issued.
  It covered the period of June 20, 2023 to July 19, 2023.
  It had $471.56 / 2,601 kWhs in new electrical charges due by August 22, 2023.
  On August 21, 2023, the August 2023 bill was
  issued.
  It covered the period of July 20, 2023 to August 17, 2023.
  It had a balance forward of $471.56 and a credit of $6.72- for
  a total amount due of $464.84 by September 11, 2023.
  On August 22, 2023 (the due date of the July 2023 bill) a
  payment of $471.56- was made via Auto Pay.
  On September 11, 2023 (the due date of the August 2023 bill) a payment of
  $464.84- was made via Auto Pay.
  These two payments made the account have a credit balance of
  $471.56-, which the customer requested as a refund on September 19, 2023.
  On September 20, 2023 the September 2023 bill was issued.
  It covered the period of August 18, 2023 to September 19, 2023.
  It had a balance forward credit of $471.56- and a credit of $3.94- for a total
  credit of $475.50-.
  

• Initial Complaint

  Date:09/08/2023

  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 electric bill this month was almost triple what its used to be. The bill for July/Aug was 160.53, all other bills have been less then $75.00. When I called the electric company to inquire they informed me to have the meter re-read would cost me $50.00. I haven't been home for the months of May, June, July and August recovering from surgery at my parents home in another location. No one has been home so I can't imagine why my bill is so expensive. When I called to complain the only solution was for the meter to be re-read which would cost me an additional $50.00. I don't believe the bill is accurate and believe AC Electric is over charging me. Can BBB assist me with this? Thanks in advance

  

  Business Response

  Date: 09/22/2023

  Good Morning,

   

  My apologies, I attempted to send my response on 9/20/23 and I guess it was not successful. Please see my response. Please advised if you have any additional questions or concerns. Have a nice weekend.

  I attempted to reach David **** on 9/12/23, leaving a voicemail with the following information. Mr. ***** current balance is $0.00. The customer has an actual meter reading for the August billing period with a consumption total of 741 kWh which was invoiced for $160.53. Mr. **** required a higher electrical draw last August 2022 with a total of 852 kWh of consumption invoiced for $173.79. A decreased consumption of 111 kWh and $13.26. The higher electrical draw required from July to August is most likely due to the HVAC needs and the warmer temperatures in the month of August. The customer has an SEN meter installed and I validated the meter reading for 8/11/23 of 6109. The customer can follow up with ACE customer care with any additional questions or concerns.

   

  Thank you,

  Customer Answer

  Date: 09/27/2023

  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.
  I was not home during the month of August 2023, I had knee surgery in May 2023 and have been rehabbing my injury and staying with my parents in Toms River NJ.  I had my nest thermostat programmed at 74 degrees while I was away so the HVAC was operating at a minimum.  I don't see how my bill is only $13 lower this year when no one was at home.  Using HVAC and the month of August as a reason for the high bill is not acceptable at least in my opinion.  
  
  
  
  Regards,
  Complaint ID: 20570552
   
  
  
  
   

  

  Business Response

  Date: 10/13/2023

  This is a duplicate request from the BBB. I sent a response on 9/20/23. Please see the response already advised as follows:
  I attempted to reach ***** **** on 9/12/23, leaving a voicemail with the following information. Mr. ***** current balance is $160.53. The customer has an actual meter reading for the August billing period with a consumption total of 741 kWh which was invoiced for $160.53. Mr. **** required a higher electrical draw last August 2022 with a total of 852 kWh of consumption invoiced for $173.79. A decreased consumption of 111 kWh and $13.26. The higher electrical draw required from July to August is most likely due to the HVAC needs and the warmer temperatures in the month of August. The customer has an SEN meter installed and I validated the meter reading for 8/11/23 of 6109.  The customer can follow up with ACE customer care with any additional questions or concerns.
  
  ***UPDATE*** The customers meter was read on 10/11/23 with an actual reading of 6971 on 10/11/23, which validated the previous meter reading from August of 6109 on 8/11/23 and the September reading on 9/12/23 of 6712. The customer was billed for $132.95 for the October billing period.