Call For Action tracks new Pepco technology keeping a customer off what is supposed to be a new, money saving grid.
New smart meters can go backwards meaning at that moment, an customer is producing more solar power than they're using. Those extra kilowatts are supposed to be bought back by your utility company but one homeowner wonders why her Pepco bill was $1,600.
Karen Toner was tired of shelling out hundreds of dollars powering her all electric home so she made the leap and installed rooftop solar panels. And while the panels went up without a hitch, she says dealing with Pepco was quite problematic.
"We flipped the switch and thought everything was fine but it wasn't," said Toner. "It was ridiculous."
Toner's new solar system sat idle for months waiting for Pepco to install a new meter and get her connected to the grid. Then, her Pepco bills started flowing in.
"Every time I get a bill it was a new seemingly random number," said Toner. "Four-forty one, then it said $1,300, then it said $1,600."
Toner tried calling Pepco, but didn't get any answers.
"It was extremely aggravating um first that you couldn't get in touch with a live person I mean and that they didn't answer their voicemail," said Toner.
So she reached out to Call for Action and we went to Pepco.
"We need to improve and we've made improvements," said Pepco spokesman Marcus Beal.
Pepco blames it on the program more than doubling in the past year, exceeding staffing plans.
"They are specialized calls," said Beal. "The teams are actually staffing up more."
Beal acknowledged Pepco increased staff after WUSA9 first contacted it about the issue.
At a recent DC Public Service Commission hearing, Pepco's DC solar customers testified about connection delays, billing problems and bad customer service.
Toner's meter is working now, a connection she credits to Call for Action.
"They were terrific and I really don't know how I would have resolved this without them."
Installers of the third party solar equipment say even with lease of the equipment, average customers are saving about 15% a month, but that's only if the power company connects your meter.
Pepco says it's also made the following improvements:
- We have upgraded our Green Power Connection hotline to streamline customer inquiries and better address issues. Customers can now select from four different options: application intake, meter exchange request, permission to operate and billing / other inquires.
- We have assigned dedicated resources to handle voice messages and have committed to returning and resolving all customer inquiries within 3 business days.
- We have dedicated additional employees to focus on application processing and customer calls.
- We have hired new customer account coordinators to process applications.
- We are improving the frequency of our customer education and outreach. Since mid summer, we have held 16 webcasts for customers and contractors. The webcasts describe the application process in detail and include tips for successful completion. As a result we have seen a decrease in incomplete applications from 26 percent to 18 percent, since the webcasts began.
- We are implementing an online application system that will guide our customers step by step to complete the NEM application. The new system will provide immediate feedback and updates, and the online form will eliminate delays caused by sending forms through the mail. Customers will have real-time access to their application status through a secure online dashboard.
- The simplified application process includes automated data validation that reduces application errors and missing information; pull-down lists for easy input, that show only applicable data fields; online signature feature that eliminates the need for physical signatures; the ability to pay fees online; and savings on paper and postage from printing and mailing hard-copy applications.
- Pepco is working with the Department of Energy and Environment, DC Sustainable Energy Utility and Department of Consumer and Regulatory Affairs on the SolarAdvantage Plus Program to help low-income District of Columbia residents install solar panels on their homes.