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Dominion Peoples Plus, which provides electricity to 30,000 customers, sent a thank-you letter last month in which it made the following offer:
Free in-home electric line repairs from July 1 through Sept. 30.
"Receive professional repairs for your home's electrical system, including meter sockets, fuse panels, breakers, circuitry, even failed outlets, switches and dimmers. Leave your difficult and potentially dangerous repairs to us."
The letter said the free service included professional repairs by Dominion-approved electricians, a 24-hour toll-free repair hot line, no service call fees and an opportunity to continue the program for $3.50 a month.
"If you do not want this free service, please call 1-800-562-8419 for professional assistance."
That sounded like yet another "opt-out" hassle to Henry Jerpi of Cranberry.
"I think that many people could be potentially overcharged for a service that they neither request nor want since the letter is written in a way [that] is confusing and perhaps deceitful," said Mr. Jerpi, a banker.
William Fullerton, an architect who lives in Wilkins, expressed similar sentiments.
"It's an unsolicited offer and, to decline it, I have to call their boiler room and say 'no.' That's no way to do business. It's a super cheap shot that should be exposed. They're using the Dominion Peoples logo to beat the bushes and make an extra buck. I'm surprised they're doing this."
Thomas Houser of Munhall, a retired refrigeration and air conditioning specialist for U.S. Steel, said the letter annoyed him. "If you don't want it, you have to call them. It should be the other way around. I called them and said I didn't want it."
Kim Kujbus, Dominion's customer care manager, was surprised at their reaction to the free offer.
"Our sole intent was to thank them for being our customers," said Ms. Kujbus, who signed the letter. "There was no attempt to confuse or be deceptive. If they have questions, they can call the 800 number."
That's exactly what Mr. Jerpi did. He called, canceled the free service and also canceled Dominion Peoples Plus as his electric supplier "because I don't care for the way they are treating their customers."
Messrs. Jerpi, Fullerton and Houser are not alone in their reaction to the letter.
Ms. Kujbus said the company received "a couple hundred calls" last month from customers who expressed similar concerns about it. She didn't think that was a lot considering how many were mailed.
Could the letter have been better written in an effort to prevent a misunderstanding?
Perhaps, but it still would have had to be approved by the company's legal department.
Is it a good deal for the electric customers of Dominion Peoples Plus?
Yes. Free is good.
Is it still a good deal at $3.50 a month after the free offer expires?
Yes, especially if you have an older home.
Is there any other reason to take advantage of such a warranty program?
Yes, the annual cost -- $42 -- is less than most electricians charge just to show up at your door.
Free in-home electric line repairs from July 1 through Sept. 30.
"Receive professional repairs for your home's electrical system, including meter sockets, fuse panels, breakers, circuitry, even failed outlets, switches and dimmers. Leave your difficult and potentially dangerous repairs to us."
The letter said the free service included professional repairs by Dominion-approved electricians, a 24-hour toll-free repair hot line, no service call fees and an opportunity to continue the program for $3.50 a month.
"If you do not want this free service, please call 1-800-562-8419 for professional assistance."
That sounded like yet another "opt-out" hassle to Henry Jerpi of Cranberry.
"I think that many people could be potentially overcharged for a service that they neither request nor want since the letter is written in a way [that] is confusing and perhaps deceitful," said Mr. Jerpi, a banker.
William Fullerton, an architect who lives in Wilkins, expressed similar sentiments.
"It's an unsolicited offer and, to decline it, I have to call their boiler room and say 'no.' That's no way to do business. It's a super cheap shot that should be exposed. They're using the Dominion Peoples logo to beat the bushes and make an extra buck. I'm surprised they're doing this."
Thomas Houser of Munhall, a retired refrigeration and air conditioning specialist for U.S. Steel, said the letter annoyed him. "If you don't want it, you have to call them. It should be the other way around. I called them and said I didn't want it."
Kim Kujbus, Dominion's customer care manager, was surprised at their reaction to the free offer.
"Our sole intent was to thank them for being our customers," said Ms. Kujbus, who signed the letter. "There was no attempt to confuse or be deceptive. If they have questions, they can call the 800 number."
That's exactly what Mr. Jerpi did. He called, canceled the free service and also canceled Dominion Peoples Plus as his electric supplier "because I don't care for the way they are treating their customers."
Messrs. Jerpi, Fullerton and Houser are not alone in their reaction to the letter.
Ms. Kujbus said the company received "a couple hundred calls" last month from customers who expressed similar concerns about it. She didn't think that was a lot considering how many were mailed.
Could the letter have been better written in an effort to prevent a misunderstanding?
Perhaps, but it still would have had to be approved by the company's legal department.
Is it a good deal for the electric customers of Dominion Peoples Plus?
Yes. Free is good.
Is it still a good deal at $3.50 a month after the free offer expires?
Yes, especially if you have an older home.
Is there any other reason to take advantage of such a warranty program?
Yes, the annual cost -- $42 -- is less than most electricians charge just to show up at your door.