Complaints

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

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  Dominion Energy NC

  PO Box 4009 Cary, NC 27519-4009

• 

  Dominion Energy NC

  No NC Address on File Raleigh, NC 27601

• 

  Dominion Energy NC

  800 Gaston Rd Gastonia, NC 28056-6519

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:04/03/2025

  Type:Customer Service 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.

  1. **Lack of Notification**: ************ claims they attempted to contact me via email and phone to alert me about a missed payment. However, after verifying with my email provider and wireless account, I found no record of any such communication. Any paper mail they may have sent could have been overlooked due to their recent name change from Dominion Energy to ************, which made their correspondence appear like junk mail.2. **Payment Issue**: ******* typically receives bills automatically for payment. It is possible that the connection was rejected or disrupted, but I was not informed of this issue. The outstanding bill was only $112.67, which could have easily been resolved had I been properly notified.3. **Excessive Fees**: After the disconnection, I was required to pay an additional $185 in reconnection fees and a deposit. This feels unreasonable and punitive for what seems to be a failure on their part to effectively communicate with me.4. **Loss of Income**: To have my service reconnected, I had to take an entire day off work to wait for a technician at home. This resulted in lost wages, adding further financial strain.5. **Customer ********************** Issues**: When I contacted customer **********************, they were unhelpful and unable to escalate my concerns to a manager or supervisor for resolution.Gas is an essential utility, and disconnecting such a critical service without adequate notice is unacceptable. The lack of effective communication, excessive fees, and the inconvenience caused by this situation are deeply troubling. As a customer, I feel that ************ has failed in their responsibility to provide reliable service and fair treatment.

  Business Response

  Date: 04/11/2025

  The email address ************ NC has on file is used to deliver monthly billing as well as to notify of any pending disconnection of service. A message was also left using the phone number on file. It is concerning that emails nor calls were successfully received on Ms. ******* end. Since emails are the method used to deliver monthly bills to Ms. *****: ************ NC would like to insure we have the appropriate contact information for the account. For security purposes, when convenient for Ms. ****** if ************ NC could be contacted at ************ to verify the email and phone number on file so future ******** and additional notices are delivered in a timely manner. 

  Prior to the disconnection of service for nonpayment, the last payment received was on 3/4/25 and the amount paid was for the balance of the 1/21/25 billing statement. 

  Reconnection of services was made on 4/3/25. Late morning of 4/3/25, ************ NC attempted to reconnect services and was asked to come back at 3pm later that day (via doorbell camera) because no one was home. The order was rescheduled for a second trip with a call 30 minutes before going. Services were reconnected the afternoon of 4/3/25.

   

   

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23155598
  
  I am rejecting this response because:

  This response does not adequately address my concerns. The combination of the company's name change from Dominion Energy to ************ and their insufficient communication practices led to a situation where I was unaware of my payment status. Despite their claims of contacting me by phone. Additionally, the disconnect notice was delivered via email, which I only opened by accident because it appeared as junk mail due to the unfamiliar sender name.
  Their customer ********************** was dismissive and unhelpful, failing to provide any meaningful resolution or escalation to management. As a result, I lost an entire days wages, and I was forced to pay exorbitant fees, including a reconnection charge and deposit, which feel like extortion. This disruption was entirely avoidable with proper communication and a reasonable grace ************ am deeply concerned about the company's negligent practices and lack of empathy toward customers relying on essential *********************** like gas. Such behavior is dangerous and unfair, as it could impact anyone in similar circumstanc
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/15/2025

  A notice regarding payment of the arrears by 3/24/25 appeared on the 3/13/25 billing statement. A final notice regarding the arrears was mailed on 3/25/25 asking to pay by 3/28/24. An IVR call & an email reminder went out on 3/26/25.  Disconnection of service order was completed at approximately 10:44am on 4/3/25. Service was restored the same day (4/3/25). An attempt to restore service was made approximately 11:50am and per the customer's request - the technician was asked to reschedule the restore order at 3pm on 4/3/25. The service was restored by 4pm on 4/3/25. 

  The deposit and reconnect fee were assessed under the Rules & Regulation issued by the North Carolina ********************* Docket No. G-5, Sub 632 - Section 6 (c): Reconnection Terms & Fees. The complete rules and regulations are posted on our website at:  ******************* - (select) North Carolina - scroll to the bottom of the page and click on "Rates & Tariffs" - (select) "Other" - (select) Rules & Regulations.

   

   

   

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23155598
  
  I am rejecting this response because:
  

  The utility company's failure to provide adequate communication resulted in the unwarranted disconnection of essential services, causing financial loss, wasted time, and significant personal disruption. Their refusal to acknowledge responsibility or demonstrate accountability reflects a systemic disregard for customer welfare. I will escalate this matter by filing a formal complaint with the **** Public Staff to address these negligent practices and seek restitution.

• Initial Complaint

  Date:01/23/2025

  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.

  I moved to a new house and since moving, have not received one letter in the mail, hanger on my door, phone call or any kind of alert about natural gas services. Without any alert, I never knew to turn on gas. Today, in the middle of the winter storm when Im at home with the flu, someone came to my house and shut off my gas and now is refusing to turn it on for four more days, even though I have offered pay in full. To refuse to turn on services for your customer in the middle of a storm when their heat and water relies on gas is absolutely ludicrous. The coldest weather our state has seen and Im without heat because this company refuses to come turn it on even with my deposit and setting up my account.

  Business Response

  Date: 01/22/2025

  This complaint was received by ************ Utah, needs to be forwarded to ************ North Carolina. Please have our customer call ************ Monday through Friday, 7 a.m. to 6 p.m. for immediate assistance with this issue. Thank you.

  Business Response

  Date: 01/31/2025

  *************** strives to have a streamline process for transferring natural gas service from one customer to another without interruption.  Ms. ************ experience has highlighted a process failure and ************ NC acknowledges the failure and is currently updating our process to include winter weather conditions to provide a quicker response to our customers.  While the feedback from ******** was difficult to receive, ************ NC is thankful for Ms. ***** being a catalyst for customer ********************** improvement for the organization. 

• Initial Complaint

  Date:01/02/2025

  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.

  Dominion Gas has been paid by me every two weeks and yet they still shut me off. They claim non payment but i have a bank statement showing otherwise. They abuse the very folks that pay their salaries and fee folks to death. The feesof 80$ refunded and reconnection of my servie mimmeidaty is my expectation. i did try to upload my bank statements but your system wont let me

  Business Response

  Date: 01/02/2025

  This customer is located in *********************************************.  Please move this complaint to North Carolina from South Carolina. 

  Business Response

  Date: 01/07/2025

  Payments were sent in without an account number. They were located the end of December and applied to the account. ********************** was restored on 12/30 and the reconnect fee was waived. Customer should have been contacted on 12/31/24 regarding the payments. Unfortunately, payments for natural gas used cannot be refunded.

• Initial Complaint

  Date:11/20/2024

  Type:Order 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.

  On November 15th 2024 , I called to have a new account of gas *********************** started in my name . A few days prior my daughter called to have services started for me because of my busy schedule I didnt have time to call and do it my self . They refused her services because she has a balance from a year or so ago. My daughter isnt on the lease agreement my daughter is visiting for a week or so and helping out because I am elderly. The plan was for my daughter to stay but plans changed and shes no longer on the lease, only me. Long story short I called to have services in my name because Ill be paying the bill , Im the renter and my name is the only name on the lease. They asked me for my information I gave it to them , they asked me to email a copy of the lease I did that twice . They denied the lease making phony allegations that it was a fake lease agreement. So I contacted my landlord and had him call and verify that Im the lease holder. He did just that , enbriged then emailed me saying I need to call them , they verified that my landlord called as well.After all of that enbridge gas is still refusing services because my daughter is visiting intill Friday. They are saying my daughter has to pay her unpaid balance before I can have services started in my name at the property that Im the lease holder of. The manger name is ******* shes doing everything she can to not allow me to have services , My daughter asked her for headquarters number and she responded I am headquarters another lie . Very unprofessional . Once my daughter leaves on Friday , why wouldnt I be able to get services started? My daughter visiting is preventing me from having services because she has a balance? This makes no sense . Some people hate to be wrong and this is clearly one of those situations.

  Business Response

  Date: 11/22/2024

  On 11/21/24 - ************ NC reached out to Mr. ********* daughter regarding the outstanding balance and the application for service. The landlord contacted *************** and confirmed there are two people on the lease - Mr. ******* and his daughter. A payment plan was set for the outstanding balance and gas service was transferred into the daughter's name on 11/22/24.

  Customer Answer

  Date: 11/22/2024

   
  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. Mrs ***** ****** was very kind and helpful to us, her customer ********************** with resolving our issue was amazing.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:11/15/2024

  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.

  This account was fraudulently opened and put on my credit report by Dominion energy NC. I called Dominion and was sent to Virginia then to NC. The woman I spoke with said they were sending a fraud packet, which of course NEVER came. I have been living in ********* ****** since 2018...this account was opened November *******. How someone was able to open an account in my name without proper ID or My permission should be illegal. I want this account removed from each of my 3 credit reporting agencies.

  Business Response

  Date: 11/15/2024

  A fraud package will be mailed to the address provided under the customer contact information used on the complaint. Once the package has been mailed, the date it was mailed will be provided as a follow up to this response. 

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22554445
  
  I am rejecting this response because: This account was clearly set-up without my knowledge or permission.  I have resided in ****** since 2018, the response of the company is to send a "fraud packet", yet the company would not release any information as to who set up this fraudulent account, who was paying for it or paid a deposit to get the service started. 
  Why would I not be privy to know who, what or any information about this account since they are using MY name and my information?
  
  Sincerely,
  
  Contonius ****

• Initial Complaint

  Date:09/10/2024

  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.

  Dominium Energy is billing me for a service I've have never contracted on a property I do not owned or reside. I used to owned this property from 10/1/2004 to 4/28/2020 when I sold it. I have called Dominium Energy three times in the last four months. They understand and recognize the problem. They said they would take care of it. It has been 4 month since my first contact with Dominium Energy and they're still billing me. This time is a Final Notice before collection.

  Business Response

  Date: 09/23/2024

  The charges are related to a 3rd party warranty program. The warranty program and Dominion Energy have reached out to Mr. ******** regarding the matter and have resolved the issue. When the new owner applied for the warranty program, the system erroneously reached back to the previous owner and applied the contracts to Mr. ********** account. All charges have been removed. 

  Customer Answer

  Date: 09/23/2024

   
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:07/18/2024

  Type:Product 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 03/19/2024 I goggled dominion energy to start a new service gave the costumer service rep my information but I never got gas because the rep said that they where located in va and I need to call Nc,the engery company never called me I called them from their website online in the start stop section a week later on 03/28/2024 I see fraudulent charges from the engery company taking money from my checking account 5 different times I would like to be refunded I called the number on my checking account the engery ********************** they say they do not see where I was charged so they can not refund me they dont see where I was charged

  Business Response

  Date: 07/19/2024

  Unfortunately, this complaint was submitted to Dominion Energy NC - Gas. The gas division does not have access to electric customers' information. As a result, this hinders Dominion Energy NC - Gas to research and resolve. The complaint would need to be submitted to the Better Business Bureau of ********, Va.  

• Initial Complaint

  Date:05/03/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 or about 4/15 I contacted Dominion Energy and requested copies of my bills from January 2020 through August 2021. I was asked if I wanted them emailed or mailed to my home address- I asked for return by email and provided an email address. On 5/1, having not yet recieved the information, I called back and was advised that they were sent to the email address on 4/18. After verifying no receipt on the information I asked that it be re-sent and provided a different email address. I was advised that they would be sent in one business day. On 5/3 I called Dominion again as I had not received the requested information. At this time I was advised that they do not retain billing information more than 2 years. I then asked if that was so, how was the information supposedly sent to me on 4/18, to which they had no response. I then asked if they could provide me when I first enrolled into their "budget billing" (essentially an equal payment plan). Again, I was told they do not retain any billing information for more than 2 years.I find it shameful that a business attempts to tell a customer that they do not retain financial records for more than two years. These records are essential for me to have, and I do not know why they are so reluctant to provide them.

• Initial Complaint

  Date:05/03/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I was a customer of ******************** for many years and had always used autopay from my credit card. There was a card # change in the summer of 2023 and even though I've added the card successfully, the autopay didn't happen for several months. I didn't receive any notifications about that (and I checked my spam folders).On 12/18/2023 I've got a voicemail from Dominion Energy saying that an important mail is coming soon, but I was leaving the country on that day for a 1 week vacation. So when the mail about disconnection came, I wasn't there, and I only got an email with disconnection information after the fact, and thus was not able to prevent the disconnect.After I came back I had to pay $80 reconnect fee and put a $135 deposit.And when I tried to change the card for auto-pay, all 3 times I tried the system didn't work.I've spent many hours on the phone with their support asking to apply $80 as a credit to future payments and I was denied, I was suggested to send my issue to 2 P.O. Boxes, which I did but I received no answer from either.I've also sent a letter to *********************** Experience and got no reply either.Taking to account that their autopay system was broken, and I didn't receive a proper notification about payment problems in advance, I am hoping to recover my $80 reconnection fee and the deposit.

• Initial Complaint

  Date:04/11/2024

  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.

  I have received countless calls, letters from Dominion energy in regards to my land to run a gas line. I have asked them to stop. I am not interested and I am not selling. They continued to send letters asking to buy the portion for $500.00 I declined via call and verbally and refused to sign anything giving them permission. On 4/11/24 I was interrupted while in a cooperate meeting on live camera on for work with a loud, rude knock on my door and it was ********************* from Gulf Coast LLC representing Dominion energy. **** had just called me on 4/9/24 in regards to the same matter. I politely told her I do not give permission as I had told the multiple reps previously. To stop calling me. On 4/11/24 she proceeded to show up at my house rude and uninvited. She proceeded to tell me rather I like it or not they are using my land. I have issued a cease and desist and If they do not abide I will proceed with legal matters including law suite. This matter is causing me stress.

  Business Response

  Date: 04/22/2024

  Dominion Energy will not seek to obtain a temporary construction easement from ******************. Work will only be within the ** DOT Right of Way. A letter was sent to ****************** on 4/17/24 confirming the statements.