PEPCO: the Most Hated Company in America

After spending three hours without power on Wednesday (7/6/11) for no apparent reason, I wasn’t surprised to read the PEPCO was coined the “‘most hated’ company in America” by Rachel Baye based on a recent American Customer Satisfaction Index. PEPCO spokesman, Bob Hainery, is quoted as saying “We are committed to upgrading and modernizing our system through hard work and advanced technology” (Washington Examiner, ‘Satisfaction with Pepco plunges’, July 12, 2011, p 5). I have been hearing their same song and dance for the last 18 years, but with no real results. There I was on a nice summer day in the backyard with a flashlight. PEPCO’s recurring statements of commitment have no meaning if there are no tangible results two decades later.

What’s the best approach to getting PEPCO to actually do something? Support the efforts by our officials.

I expressed my personal concerns to Governor O’Malley in June and assured him of my support for Maryland’s investigation. After reading an article saying Montgomery County was not fully participating in this investigation, I wrote County Executive Leggett. He responded promptly and indicated Montgomery County was participating in the state-wide investigation - although it was not clear how far, fully or partially. He added that he created a 12-member work group to do its own investigation and has engaged outside special counsel (e-mail, June 20, 2011). He also explained that ‘the Public Service Commission has exclusive jurisdiction regarding utility companies.’  
 
Assuming that the commission has sole jurisdiction, then I don’t understand what Mr. Leggett hopes to accomplish with the work group and special counsel. Don’t get me wrong. I think PEPCO acts like we’re living in a third-world country. But, I don’t think we need more than one investigation, especially if it turns out we taxpayers are paying for all of the above.