ComplaintsforDelmarva Power

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  10/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  09/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  09/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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. 

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