Complaints

This profile includes complaints for Pepco Energy Services Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pepco Energy Services Company

  1300 17th St N Ste 1600 Arlington, VA 22209-3807

• 

  Pepco Energy Services Company

  201 W Gude Dr Rockville, MD 20850-1179

• 

  Pepco Energy Services Company

  4511 Knox Rd Ste 202 Suite 202 College Park, MD 20740-3380

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:03/15/2023

  Type:Order 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.

  Constant harrassement every day? First I would like to have a worker that us,not illiterate? To understanding reading speaking and comprehending understanding my case? I would appreciate that you not put my case in the hands of a worker that has been told stories? Making him or her think that they are not illiterate toward the english language? First of all I would like for this company to be vigorously thoroughly and seriously investigated? As to howzwhy and when my personal information was aquired? Obtainned? Compromised? Sold? I also would like a official apology? I also would like to view and see to it that my personal information are permently deleted? I also do not EVER EVER EVER want to EVER EVER HEAR FROM THIS COMPANY EVER AGAIN!

  Business Response

  Date: 04/11/2023

  The following serves as response to Better Business Bureau Complaint #******** received on April 7, 2023.  We regret to hear of the customers experience as described in the customers statement of the problem.
  We provide electric service to customers in the Pepco region which includes District of Columbia and Maryland.  A review of our records does not indicate we made any recent outbound calls to *** ****** regarding his electric account.   However, if *** ****** needs assistance pertaining to his electric account, he may contact our Customer Service team at ************.

  Customer Answer

  Date: 04/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:I see that you are either ignorant or need more education and  either are trifiling and lazy and do not care to do your job? I will not low rate myself because you can not read! I put everything in my complaint? And  like I have long have said many times? Do not pass my case to a worker that us illiterate and ignorant and can? Not read or speak? Or comprehend english? You will only seek to INFURIATE me more? What I can not understand is knowing that? You are illiterate to understanding and reading english and my case why would you even take my case? You need to pass my case to some worker who fully can comprehend english? Instead of wasteing my time with your ignorance! Peace
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:01/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********** was unable to bring my checking account on ****************** to its new system. *********** closed the account and Pepco tried to debit credit the old account even though I called pepco to close the old account. I already added a new account like a default account. The batch system that pepco has does not allow to modify the old request and when the job run and try to get money from the old account, it was rejected. I was flagged to not allow use checks. Since them it has been more than 2 months and when I send an email they said that they are going to fix the problem and it never happens. When I call customer service they always said that it will fix on 2 days call latter. It will be fix on three days call latter or call the end of the month or the end of the payment cycle and so on. It costed me $5.00 dollars for late payment (they said that will refund and never happen) and $1.95 to pay with credit card. I can not paid with check or thru my bank because they denied the request. I can not pay with credit debit because of the flag. Pepco doing nothing RESOLVES the problem but for me I can not resolve this problem this way (paying service feed every billing cycle).

  Business Response

  Date: 02/09/2023

  In response to the complaint, I spoke with the customer ******************* today and advised that the "Accept No Check payment restriction" was removed from the electric account.  This will allow him to pay by check.  In additon, I advised that we issued a credit adjustment for the two return payment charges $5.00 x 2 = $10.00.  Per the established process, the utility will assess an accept no check payment restriction when 2 payments are returned within a 12 month period.  In addition, the utility does assess a $5.00 return payment fee.  Records do show that the customer contacted us requesting to remove the accept no check payment restriction prior to receiving the complaint.  I apologized that he had to contact the utility more than once for a resolution to his inquiry.   The customer was satisifed with the action taken by the utility.

  Regards,

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

  Special Investigations Representative

  Pepco Holdings 

• Initial Complaint

  Date:01/23/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approx, 1/13/23, My husband and I contacted PEPCO to have our budget-billing bill taken out of my husband's name/account (***********), ***************************** and requested it be put in my name ************************************ (***********). Upon doing so, we learned that Pepco created a whole new account in my name and by doing so, we incurred a new account deposit fee of $450, plus a meter reading amount of $527.00. We disputed the deposit fee and were successful in having it removed, which left the balance of $527.00 for the budget billing NOT being applied to the residence. The property has a 3 year consistent history in which to apply the budget billing to the "new account". Again we NEVER left the property, moved out, turned off services, etc...we simply just needed to switch names on the account, which led to all of this. I spoke with several supervisors and was told, someone would look into it and for me to call back, so I called back on 1/16/23, and was then told, we NOW could not have budget billing because we have solar panels which is a complete lie. Based upon the PEPCO website fact sheet that explicitly states "Can I be on budget billing if I have solar panels?" "Yes, you can be on budget billing with solar panels." So on 1/23/23, I presented this information to yet another 2 supervisors on two separate occasions, they both listened, then put me on hold and then eventually hung up on me, and never called back.

  Business Response

  Date: 01/27/2023

  The following serves as response to **. ******* customer service experience and budget billing concerns for service location *************************, Upper Marlboro, MD *****.
  
  We regret any inconvenience the consumer may have experienced as a result of this matter. We appreciate her feedback which will be shared with leadership to aid in improving customer service.
  
  On January 24, 2023, we spoke with **************** regarding the initial January 2023 bill, confirmed that the deposit was previously removed on January 10, 2023, and discussed her budget billing enrollment request. Already billed charges of $527.76 cannot be rolled into the budget billing amount. However, we can offer a separate installment payment plan for the balance, to be paid with the budget billing amount, going forward.
  
  **************** agreed to pay $264.00 by January 26, 2023, which will reduce the current balance from $527.76 to $263.79. Subsequently, we enrolled the new account on the budget billing plan at $242.00 and set up an installment payment plan for the remaining balance of $263.79 payable in 11 monthly installments of $24.00, with the budget billing amount. The budget billing amount of $242.00 and installment plan amount of $24.00 totaling $266.00 will reflect on the next bill. The next bill period is scheduled to end on February 1, 2023.
  
  Please let me know if you have any questions.

  Customer Answer

  Date: 01/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ************************************
  

• Initial Complaint

  Date:08/18/2022

  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.

  On my Pepco’s August 2022 electric bill, I saw two charges. One for Pepco’s New charge and the second one was for “New ****** Supply Charges $141.85''. I have been Pepco’s customer for a long time. I get my electric service from Pepco, Pepco sends me a bill for their service, and I send them a payment. I did not sign up for any third party for extra electric or “Supply” service. Also, payments in Pepco’s bill should be related to Pepco’s service only! If Pepco is collecting payments for a third party, they should notify me before they insert it in their monthly bill. on August 18, 2022, approx. 12pm – 12:10pm. I called Pepco to clarify this and to find who the third-party company is, for how long they have been collecting payment from me through Peco's bill and more questions related to this. I talked to a female individual first and asked her to speak to her manager, but the person claiming to be the manager couldn’t answer my questions. Instead, he hung up on me and never called back. Very unprofessional. I still want Pepco to give me an answer about: who is the third party they are helping collect payments from my account and why are they are collecting payments as Pepco's bill without notifying me. I also want this service to be stop and get refunds for all payments that Pepco collected to an authorized third party. ******* ******* **** *** ****** ****** Silver Spring MD********* *** *** ***

  Business Response

  Date: 08/31/2022

  This is in response to ***************************** BBB#******** regarding supply charges from a third party supplier-****** ******  ********* *** appearing on the monthly bills.   Please know we have been notified by the Maryland Public Service Commission (MD PSC) that the consumer filed a dispute with the MD PSC regarding the same issue.  Therefore, we will address the consumer’s concerns in a response directly to the MD PSC.

  Business Response

  Date: 09/02/2022

  This is in response to ***************************** BBB#******** regarding supply charges from a third party supplier-****** ******  ********* *** appearing on the monthly bills.   Please know we have been notified by the Maryland Public Service Commission (MD PSC) that the consumer filed a dispute with the MD PSC regarding the same issue.  Attached is a copy of Pepco's response with copies of the supplier enrollment and drop notifications and current August 2022 bill, submitted to the the Maryland Public Service Commission, who is the regulatory agency that oversees Pepco.  Once the MD PSC completes their review, the MD PSC will be providing a response to the *******************  

  Customer Answer

  Date: 09/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: On Pepco's response they attached a letter that they claimed they sent to me in February 2018. I have never received this or any letter from Pepco regarding "****** ******". Even though they did not follow-up with a phone call or another letter to make sure that I received their letter. The letter also does not suggest if I agree or not with switching my service to ****** ******, instead it concluded by this statement: “If this all looks right to you, then there’s nothing more you need to do”. How about if I did not receive the letter? In normal situations, if someone did not respond to a service letter it means either, they did not receive the letter, or they don’t want the service. Pepco shouldn’t insert these extra payments in Pepco’s monthly bill as one of Pepco’s services. It is confusing. Payments in Pepco's bill should be related to Pepco's service only. I am asking Pepco: to refund the entire payments that they have collected from me on behalf of ****** ****** since March 2018.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in reference to account ending in *****. I have sent several unanswered messages about my concern. I moved out of Washington, DC in June. I have sent several messages to Pepco letting them know about the termination of service and I have not heard back. I have now received a bill for $268.87 which is due on August 19th. This bill includes the month of July when I was not a residence. As I mentioned to Pepco, I can provide proof that I moved out of state at the end of June 

  Business Response

  Date: 08/18/2022

  Re BBB#********
  
  The following serves as response to Better Business Bureau complaint #******** regarding **** *******'s billing concerns for the Pepco account ending ****.   In the complaint, ****************** asserts that he moved out of Washington DC in June and contacted Pepco to close account, but continued to receive bills for service rendered after the month of June.
  
  Our records indicate on July 27, 2022, ****************** submitted an online inquiry to Pepco advising that he moved out of his apartment on July 1, 2022,but forgot to reach out to Pepco to end service.   On July 28, 2022, Pepco responded to **. ******** online correspondence regarding closing the account.  Pepco account ending **** was closed effective July 28, 2022, and a final bill for service ending July 28, 2022 was issued. 
  
  Attached is a copy of the July 2022 final bill ending July 28, 2022,issued in the amount of $268.87 due August 19, 2022.  This amount includes balance forward $259.28 and current Pepco charges $9.59.  We have included a billing history to support the billed charges on this account.
  
  In accordance with Pepcos General Terms and Conditions for Furnishing Electric Service in the District of Columbia (GTC), page 10, Application for Electric Service, paragraph d, Commencement of Service. The applicant shall become the Customer when service commences, and the account shall be maintained in that name and electric service to the premise shall continue to be the responsibility of that Customer until service is terminated or account responsibility is superseded by subsequent application.  In addition, page 28 of GTC, Discontinuance of Electric Service, paragraph a, Discontinuance Upon Customer Request, A Customer desiring to discontinue electric service, shall notify the Company at least three (3) days in advance of the date discontinuance is desired.   The Customer is responsible for all electricity consumed on the premises for three (3) days after the date of such notice (unless the Company obtains an actual meter reading sooner than the third day). 
  
  Our records do not reflect prior notification to terminate this account on July 1, 2022; therefore, the account remained active in **. *******'s name until it was closed on July 28, 2022. 
  
  Based on our review and in accordance with the GTC, ******************** is responsible for charges rendered up to July 28, 2022, and an adjustment is not warranted for Pepco account ending ****.
  .

  Customer Answer

  Date: 08/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: At this point; I will be exploring my other options. I refuse to make any payment. I sent the lease as stated at ********************** which shows I moved out of DC at the end of June. I would also like to know why when I spoke to ************** yesterday, he lied and represented himself as a supervisor.
  
  Regards,
  
  ***********************