Complaints

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

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• 

  Dominion Energy Virginia

  600 E Canal St. Fl 16 Richmond, VA 23219-3852

  
• 

  Dominion Retail, Inc.

  PO Box 298 Pittsburgh, PA 15230

• 

  Dominion Retail, Inc.

  PO Box 298 Pittsburgh, PA 15230

• 

  Dominion Retail, Inc.

  PO Box 298 Pittsburgh, PA 15230

• 

  Dominion Energy Virginia

  PO Box 26666 Richmond, VA 23261-6666

  

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:11/10/2022

  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.

  Re: Failure of Dominion Energy to Send Me a Properly Submitted Energy Star EV Charger Rebate of $125. On September 26, 2022, I submitted a rebate application for $125 for purchase of a ChargePoint EV home charger under Dominion Energys Energy Start rebate program. Despite providing all of the required documentation to Dominion Energy i.e., 1) proof of EV charger purchase; and 2) proof of enrollment in Dominion Energys Rewards program from ChargePoint (who handles the registration) Dominion Energy has not mailed me the $125 rebate.I have contacted them several times over the past few weeks, and Dominion Energy continues to ask for the same documentation already provided above.Could you please contact Dominion Energy and ask them to promptly process this $125 rebate? The rebate is the only reason I purchased this model of EV home charger.Rebate program details below: https://www.dominionenergy.com/virginia/save-energy/ev-charger-rewards

  

  Business Response

  Date: 11/16/2022

  November 16, 2022
  
  Better Business Bureau,

  
  Thank you for the opportunity to assist the customer with their ********************** Star Rebate inquiry.
  

  Our records show the customer received their rebate for their purchase in June 2022 Additionally, our records show the customer made another purchase which they enrolled in the rebate program on October 3, 2022, then un-enrolled on October 8. As of yesterday, November 15, the customer has re-enrolled. If the customer remains enrolled, the customer can expect a rebate approval by the end of the month and a rebate check to be mailed shortly thereafter.

  
  If you or the customer have questions, please contact ******************************************* Customer Relations & ***************** at **************. Our hours or operation are from 8am to 5pm,Monday Friday, except on holidays.

  
  Sincerely,
  
  **********************;
  Dominion Energy Virginia 
  Customer Relations & Policy 

• Initial Complaint

  Date:11/09/2022

  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.

  I am filing a complaint against Dominion Energy due to discrepancy in billing, chargers are to high and its ridiculous, A payment was made on my account on 9/28/2022 for $179.00 before that payment was made I ask the representative is this TOTAL amount due. Now going into November my bill is $209.49. WHY he don't make no sense now my bill is $209.49 this is ridiculous.I paid $179,00 why is my bill for October $121.00 he should not have been NO balance transfer over to October, the customer service representative that is working on my account cannot add or work this account, I keep paying high payments living in apartment, it never was like this before have been here for 2 years. I am requesting the bill to be waived down, who has $200 to pay for on an error on my account, I am very upset every time I call nobody knows NOTHING, WAIVE THE AMOUNT OF $121.00 off my account I cannot pay that amount.

  

  Business Response

  Date: 11/10/2022

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers concern. We regret the issue the customer explained in their contact to the Better Business Bureau.

  Dominion Energy has completed a thorough analysis of the customers account and have found no billing adjustments necessary.  A detailed summary of charges and payments applied to the account since conception has been mailed to the customer. 
  
  We recognize the challenges our customers are facing with current economic conditions.  Short term and long-term payment arrangements are available online at www.dominionenergy.com/virginia/billing/billing-options or by contacting our customer service center at ************.

  Again,thank you for allowing us the opportunity to review and research the customers concerns.
  Sincerely,
  
  ************
  Customer Relations & Policy
  **********************
  

  Customer Answer

  Date: 11/10/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

• Initial Complaint

  Date:11/09/2022

  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.

  11/9/22 Dominion Energy turned my electricity off. I paid around $1200 last month and I made another payment arrangement 11/3/22. I had a cut off notice by 11/9/22, but when I made the payment arrangement it changed the cut off notice until 11/21/22. I was going to pay down payment of 500 when I get paid on 11/18/22 but now Dominion Energy has my power off and said I must pay the entire **** to get my electric power turned back on. They have told me so many different stores, but yet my only thing they are telling me is I have to pay **** to get my services back on. I have pictures of my date being changed, but yet my electricity is off. I was sent a resolution but when I put the payment of $109 to start the reconnect process they told me this wasnt enough however the plan stated for me to pay $109 and the remaining will be split up and billed to me.

  

  Business Response

  Date: 11/10/2022

  November 10, 2022

  
  Better Business Bureau,

  
  Thank you for bringing this customers concern to our attention.  We appreciate the opportunity to research and investigate further.

  
  Upon receipt of the customers concern, we reviewed the account in question thoroughly.  Unfortunately,our records do not support the statements provided by the customer.  Per the data submitted with the complaint, it would seem that the customer is also confusing the terms for reconnection with a payment arrangement option designed to help avoid disconnection which is not available after one is disconnected for non-payment.

  
  The company does offer payment arrangement options to our customers to help maneuver through difficult life events.  The payment plan the customer may be thinking of is a long-term plan designed to avoid a large lump sum payment when attempting to bring an account current.  A down payment of half of the total balance owed initiates the plan and the remaining half is split into installments to be added to the current usage of each billing period within the plan until it expires.  By doing so, the account becomes current at the end of the plan.

  
  The screen print submitted by the customer represents the terms for reconnection. If a customer is disconnected for non-payment, they are subject to an additional security deposit. The total deposit accessed is $326.00.Although the full deposit amount is not required at the time of reconnection, one third (the deposit of $109.00 reflected) in conjunction with the amount in arrears to required.

  
  Our records show that the customer has been in contact with our helpline as recent as today, 11/10/22. The accurate status of the account and available options were shared at that time.
  

  If you have any questions, or if we can be of any further assistance to you or the customer, please call us at **************.

  
  Sincerely,

  
  *********************
  Dominion Energy
  Customer Relations & Policy.

  Customer Answer

  Date: 11/11/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  
  I do not understand what they are saying. If they are saying I would need to pay $326 to reconnect my services? They are not being clear to me about the resolution.
  
  
  

  

  Business Response

  Date: 11/30/2022

  A response was originally attempted previously on the date the complaint was received. See initial response below:

   

  November 10, 2022

  
  Better Business Bureau,

  
  Thank you for bringing this customers concern to our attention.  We appreciate the opportunity to research and investigate further.

  
  Upon receipt of the customers concern, we reviewed the account in question thoroughly.  Unfortunately,our records do not support the statements provided by the customer.  Per the data submitted with the complaint, it would seem that the customer is also confusing the terms for reconnection with a payment arrangement option designed to help avoid disconnection which is not available after one is disconnected for non-payment.

  
  The company does offer payment arrangement options to our customers to help maneuver through difficult life events.  The payment plan the customer may be thinking of is a long-term plan designed to avoid a large lump sum payment when attempting to bring an account current. A down payment of half of the total balance owed initiates the plan and the remaining half is split into installments to be added to the current usage of each billing period within the plan until it expires.  By doing so, the account becomes current at the end of the plan.

  
  The screen print submitted by the customer represents the terms for reconnection. If a customer is disconnected for non-payment, they are subject to an additional security deposit. The total deposit accessed is $326.00. Although the full deposit amount is not required at the time of reconnection, one third (the deposit of $109.00 reflected) in conjunction with the amount in arrears to required. 

  
  Our records show that the customer has been in contact with our helpline as recent as today, 11/10/22. The accurate status of the account and available options were shared at that time.

  
  If you have any questions, or if we can be of any further assistance to you or the customer, please call us at **************.

  
  Sincerely,

  
  *********************
  Dominion Energy
  Customer Relations & Policy.
  
  
  

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]  Well I have talked to serval customer service agents since November 10th and they did explain to me the same information that was just explained to me. However my point was  misunderstanding about the reason why my electricity was cut off, nobody is trying to work with me to help me to get my electricity services back on with another payment arrangement. I feel my situation is not justified I was in the same situation the month before and I was able to make a payment arrangement. I just wish I would knew about all these new rules and regulations prior to my electricity being cut off. No resolution has been offered to me at this time besides paying the full amount of whats pass due $1400 and I just paid $1200 in October. I lost my job this year and I did go few a months without my payments. I just feel this just doesnt seem morally right and justified.
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  Date:11/08/2022

  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.

  Dominion turned off the power with everything shut. My power was supposed to be turned on today. I had to wait an extra day because they are not open over the weekend. I got no call, everything was open. They straight lied. No one came and they said my home was not accessible. I was there all day. I am going 14 days without power. I am going to loose my home.

  

  Business Response

  Date: 11/09/2022

  November 9, 2022

  
  Better Business Bureau,

  
  Thank you for the opportunity to assist the customer with their service turn-on inquiry. We regret the customers experience with us, as mentioned in their communication to the Better Business Bureau.
  

  Our records show the customer requested service to start on 11/8/22; however, there is a pre-requisite hold on the customers account that must be fulfilled to fully implement the service turn on request. The Company requires lease verification which may be emailed or faxed to us. The email address is ************************************* and the fax number is **************.  Please understand, the Company requires 24-hours advanced notification for service order requests (turn-on and turn off) and orders are worked during normal business days, Monday - Friday.
  

  If you or the customer have questions, please contact ******************************************* Customer Relations & ***************** at **************. Our hours or operation are from 8am to 5pm,Monday Friday, except on holidays. The customer may also contact our ********************************** at **************.
  

  Sincerely,
  
  **********************;
  Dominion Energy Virginia 
  Customer Relations & Policy 
  
  

  
  

  Customer Answer

  Date: 11/09/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  Date:11/04/2022

  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 been falling on hard times since the pandemic. Laid off from three jobs due to companies restructuring, so my bills took a hit because of lack of finances. I have been lucky enough to work out plans with my mortgage company and other accountsexcept for Dominion. When everything started going downhill for me in March of this year, I contacted reps daily to Dominion in hopes of help. No agencies in **********, ** had funding available to help. A female Dominion rep then advised to keep applying for installment plans close to my disconnect dates. I did that. The latest installment agreement I initiated was October 7th, which I also paid $100 that date. Usually, Dominion will let the customer know x amount is due with the agreement. I didnt get that notice. Next thing I got was a disconnect notice for 11/4 which I only received via text and not eBill. I called on yesterday 11/3 to work something out as I just started a new full time job this week. The male rep stated there was nothing that could be done. But he also sounded like he wanted to get off the phone. He then stated if I let my service disconnect, I can do a new arrangement. I called 2-1-1 afterwards to try to get help and the nice guy informed that Dominion is notorious for not sending out notices and letting people fall behind. I called Dominion back today 11/4 to explain to the woman that 2-1-1 service they referred are out of funds again. The rep then said I would now need to pay a 50% down payment of $1075 to get on a plan. Even after explaining my finances and how I wasnt aware of any changes, the rep admitted that Dominion wont sent anything like that out to customers. I got the payment date extended to 11/7 but now with a disconnect order on 11/8 if over $2000 isnt paid in full or unable to pay the 50%. I understand this is a business, but its also very unfair and shady to those who are trying to make it with ************** of support. Now Im going to be without power with my 9yo god son.

  

  Business Response

  Date: 11/07/2022

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers billing concerns.  We regret the issue the customer explained in their contact to the Better Business Bureau.
  
  The customer has been contacted and explained the minimum amount due to prevent disconnection and reestablish a long-term payment plan.  The Virginia ********** of ****** Services and Dominion Energy have programs to assist with electric bills. In addition, many nonprofits and houses of faith help the community across the commonwealth.  Customers are urged to dial 2-1-1 for information on community resources.
  Again,thank you for allowing us the opportunity to address the customers concern. If Customer Relations and Policy may be of further assistance to you or the customer, please call us at **************.
  Sincerely,
  
  
  Customer Relations & Policy
  **********************

• Initial Complaint

  Date:11/02/2022

  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.

  My Dominion Power bill for September was $771.64, with 5324kW usage vs 1691kW for the same month in 2021. I replaced my old heat pump in March of 2022. I tested each circuit switch on the main switch board, no power consumption if all devices in that circuit were off. All electrical devices in the house were working properly. The abnormal usage does not make sense. I requested a check of the meter, which was scheduled on 9/26. No technician came on 9/26. Called again on 9/27. I was told that the service was not a high priority and the crew were busy on other jobs. After another call on 9/28, the representative put the charge as a disputed charge and told me that I would be informed of the meter check result within 15 days. No response afterward. I called on 11/1 to talk to the account manager ****** about my concern of the meter accuracy. She told me that the meter was checked on 10/24, it was working properly, there was no need to replace the meeter, and $771.64 was not disputable. No details on what the technician did. I decided to check the meter myself by lighting bulbs with a total of **** kW in one circuit for 1 hour while turning off all other switches on the main switch board. Then check the difference of the meter readings to see if the meter is accurate. When I went outside to record the meter reading, I found that my old meter was replaced by a new digital meter, which contradicted what ****** told me. I felt powerless in such a dispute with Dominion Power. The experience needs to be recorded by BBB. Hope that BBB could help me to get a verifiable check report of the replaced old meter and resolve the dispute.

  

  Business Response

  Date: 12/22/2022

  December 22, 2022

  
  Better Business Bureau,

  
  Thank you for bringing this customers concern to our attention.  We appreciate the opportunity to research and investigate further.

  
  Review of the account has confirmed that a request to check the meter was issues upon receipt of the customers concern about their billing.That investigation found no issue with the meter which deemed the billing in question accurate. Per the follow up expressed through the Better Business Bureau,we have since confirmed that the meter was exchanged after the investigation,however, there is no indication as to the reason it was replaced, given the conclusion reached.

  
  Understanding the customers concern with regards to the optics of the order of events, we have requested for the meter that was removed to be tested. We will respond to the customer directly once this process has been completed.

  
  If you have any questions, or if we can be of any further assistance to you or the customer, please call us at **************.

  
  Sincerely,

  
  *********************
  Dominion Energy
  Customer Relations & Policy.

  Customer Answer

  Date: 12/27/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  The response was to perform an evaluation of the old meter being replaced. Charged late fee for the disputed amount. Not received any response yet.
  
  Regards,
  
  Wu Li
  
  
  
  

  
  

  

  Business Response

  Date: 01/20/2023

  January 20, 2023

  
  Better Business Bureau,

  
  This correspondence is a follow up to our initial response on 12/22/22. Further investigation has revealed that when we arrived to check the meter, we discovered that the customers meter base was designed to accept a total load of 400 Amps. The maximum load for the meter in question is 200 Amps.This is not an issue as long as the total load for the home does not exceed the 200 Amp level (the average for most homes).

  
  It is important to note that Dominion Energy is not responsible for servicing or setting the meter base to any structure. The company is also not privy to the total load of the appliances in a home or business outside of the specification of the meter base after completion of the initial build. For safety reasons, we felt it necessary to install a meter with matching specifications if the customer has the need, now or in the future, to utilize the full capacity their meter base offers.  
  As promised the meter in question has been tested following its removal. The test confirmed that the meter was working properly within the parameters regulated by the Virginia **************************** (SCC). The results of the meter test have also been forward to the customer for their records.

  
  As our investigation has found no issue with the equipment on the company side of the meter and no erroneous reason for the exchange, the billing is deemed accurate. No adjustment is warranted at this time.

  
  If you have any questions, or if we can be of any further assistance to you or the customer, please call us at **************.

  
  Sincerely,

  
  *********************
  Dominion Energy
  Customer Relations & Policy.

  Customer Answer

  Date: 01/20/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The base was the original one for the house. If a meter of a mismatched load was installed, how could a customer know? What is the remedy process to resolve the mismatch issue? If the meter does not function properly under a higher load, would DP provide some refund for the wrong meter record? The discovery of the mismatched meter made me even more concerned about whether the new meter has the same mismatch issue or not. If the mismatch issue is resolved, could someone from DP assure me the resolution of the mismatch problem? I really appreciate the ************* gives me more details about what happened. But the communications could be more transparent. So far, I received no call or report from DP mentioned in the official responses.
  
  Regards,
  
  Wu Li
  
  
  
  
  

• Initial Complaint

  Date:11/02/2022

  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.

  Due to going through breast cancer and limited income by **** became very high. I was put on a plan and a few times is was broken due to financial issues. Well back in September I was placed back on but in order to activate the plan I had to come up with a big down payment which I did. Well I never recieved a bill for October. I keep checking emails no bill, so I said maybe I won't get one until November, so to my surprise I start checking yes 11/1 just to find out the plan yet again was broken so I called to ask why rep said because I didn't pay in October I explained I never received a bill. So in order to be put back on a plan I would have to come up with another big down payment by 11/14 that I can't afford at all. But I honestly didn't receive a bill in October because I would've made sure to pay it so the plan would remain active. I really can't afford ?? another big down payment. I had a medical form sent in but rep said that hadn't received it. This is a big struggle but I really can't afford to make another down payment.

  

  Business Response

  Date: 11/18/2022

  November 18, 2022

  
  Better Business Bureau,

  
  Thank you for bringing this customers concern to our attention.  We appreciate the opportunity to research and investigate further.

  
  Upon receipt of the customers concern, we reviewed the account in question thoroughly. It is important to note that our online access features are optional and solely customer initiated. An employee of the company can neither set up nor manage the secure access and features on a customers behalf.

  
  One of the online options is EBill. When activated the customer has instructed ******************************************* to cease sending a manual bill in the mail,choosing moving forward to review their monthly bills online. To protect our customers privacy, bills are not simply issued via email. One must access the information via a secure username and password they set up themselves.  

  
  Our investigation has confirmed that the customer set up EBill on their account as of 3/27/2018. As a result, there was no negligence on the part of Dominion Energy since there was no requirement/option to issue a bill via the ************* ************** from the date specified. The customer does have the option to establish a new plan under the terms and conditions available to all of our customer.

  
  If you have any questions, or if we can be of any further assistance to you or the customer, please call us at **************.

  
  Sincerely,

  
  *********************
  Dominion Energy
  Customer Relations & Policy.

  Customer Answer

  Date: 11/21/2022

  I became ill with breast cancer in 2015, went through everything went in remission, but it returned in 2018 during both times I was taken out of work fell behind in bills. A few months ago I was put on a payment plan in which I had to put a down payment of over 600 plus dollars, well in the month of October I received no email about my amount due so I figured since putting down such a large amount a bill my not come until November so upon checking at beginning of November I received a disconnect notice, I called to find out why and I was told because the plan had broken. I then I why and rep stated because there was no payment in October. I told her about my never receiving a bill or email the month of October. Rep stated I would have to pay another 700 plus to get back on the plan by November 14th which I didn't have, or extention until November 29th in which I would have to pay **** because my bill had gotten to **** plus due to falling behind. None of this is due to me not doing as I should but due to cancer. I don't have the finances to pay such a large amount. Just want to see if something else can be done. Because the plan broke because I never received a bill in October.
  
  
  

• Initial Complaint

  Date:10/31/2022

  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 began using Dominion Energy in March of 2021 when I moved into a new apartment location -- *****************************************************************. The lease was signed for 15 months. In the time I lived at this location, I paid one-time payments each month until November 2021. After that, I was under the impression that I had begun scheduled payments, to be taken out of my checking account each month. Upon further investigation of my bank records, this money was never taken out of my account. Still, I checked my balance every month on the Dominion Energy website, and the balance said $0. Because I hadn't been charged, though this was a problem on Dominion's end, I am more than happy to pay the $423.64 bill that charged up until June 2022, when I moved out of the apartment. When I moved out, I went to Dominion's website and canceled the service. The website explicitly said the service had ended at this location. Now, I have received several bills charging me through October 14th, 2022. Again, I moved out of the 14th St. location at the end of June 2022. After receiving these bills, I called Dominion and was told that I never canceled the service. I confirmed that I was able to cancel online (which I did), but was told they "had no record" of my cancelation of service. I was told that the only reason my service was canceled was because someone else moved into my old apartment. I am fine with paying through June 2022, despite not being made aware that I owed them anything at the time. I am not okay with paying an energy bill (over $200) for an apartment I hadn't lived in for four months. Attached to this complaint is my electric service confirmation with Dominion, my lease at the 2009 14th St. location (indicating the lease end in June), and the Dominion bill saying I owe them $640.

  

  Business Response

  Date: 11/16/2022

  November 16, 2022

  
  Better Business Bureau,

  
  Thank you for bringing this customers concern to our attention.  We appreciate the opportunity to research and investigate further.

  
  Upon thorough review of the customers concern, it has been confirmed that the company was not contacted by the customer in June of 2022 to stop service as there is no record of the customer going online to submit a request independently. The proof submitted by the customer is actually the confirmation of their request to start service on 3/26/21 only.

  
  Per company policy, a customer is responsible for service until they have properly notified the company of a specific date to end service,after successfully completing the verification process.  With no record of contact on file for the time frame in question, the customer has been accurately billed based on when a confirmed request to end or start new service was received.

  
  Please be mindful that the customer may still have some options available to them.  If there is a third party that is willing to accept responsibility for the timeframe in question (i.e. - new tenant or landlord) the billing will be adjusted accordingly upon receipt of a valid request for service by the applicable third party.

  
  If you have any questions, or if we can be of any further assistance to you or the customer, please call us at **************.

  
  Sincerely,

  
  *********************
  Dominion Energy
  Customer Relations & Policy.

• Initial Complaint

  Date:10/28/2022

  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.

  Ive been in the hospital for the past 4 months. I was in a coma. Before my surgery I spoke to Dominion and told them what was going on with my health. They sent a medical form for my doctor to fill out and received it in July. Meanwhile I had another surgery and was put in a Medically Induced coma. I came out of my coma in late September. Upon my release on Thursday 10/27/22 I had received a disconnect notice and could not be released home with the medical equipment that was needed without electricity. The Supervisor stated it didnt matter if I was in a coma that I broke my arrangement. If I couldnt speak or knew what was going on, how could I call? The Supervisor then stated the only way I could avoid disconnect was to pay $800 by 5 p.m. on 10/27/22 (which was paid) and that I would have to pay the remaining balance in installments plus the current balance which would be around $310 per month (an estimate). I paid the $800 before 5 on the 27th and wake up 10/28/22 with my lights disconnected. I called Dominion and was told I had to pay $2000 to be reconnected. I explained to the supervisor what I was told and to pull the call and listen to what the Supervisor told me about the $800 payment. I have 3 witnesses from the hospital that can also verify the details about the $800 being paid by 5 on the 27th. One of the nurses wrote the information down for me while the other nurse administered my medicine and the the therapist was doing my Range of Motion exercises. Dominion is the worst with their unfair business practices. I didnt ask to be sick. I didnt ask to be in a coma. Ive had 18 surgeries in 24 months stemming from Covid. I didnt ask for any of this but did my best to keep Dominion informed while being ill and out of work. Ive been a customer for 13 years and never had my electricity disconnected. Im released home from the hospital with medical equipment and no electricity.

  

  Business Response

  Date: 10/28/2022

  October 28, 2022

  
  Better Business Bureau, 

  
  Thank you for the opportunity to assist our customer with their billing and payment inquiry. The Company made telephone contact to the customer today and we discussed their concern. We made a sincere apology to the customer for the inconvenience and frustration we caused. The Company will do its best to accommodate the customer under these extenuating circumstances, as described in their contact to the Better Business Bureau.   
  

  If you or the customers have questions, please contact Dominion Energy Customer Relations & ***************** at **************. Our hours of operation are from 8am to 5pm,Monday Friday, except on holidays.
  

  Sincerely,
  
  **********************;
  Dominion Energy Virginia 
  Customer Relations & Policy
  

• Initial Complaint

  Date:10/27/2022

  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.

  I paid money my bill and my stuff still off it been off since 2 week now they saying I got pay more money now its crazy

  

  Business Response

  Date: 10/28/2022

  October 28, 2022

  
  Better Business Bureau, 

  
  Thank you for the opportunity to assist the customer with their billing and payment concern. The Company bills its customers for usage, as there is no advance billing. Based on Dominion Energys records, the customers payments to us were returned as insufficient funds after rendered service; therefore, there is no refund available or warranted.  
  

  Additionally,the customer had an unpaid balance at their previous address (************) N.Chesterfield. The unpaid balance was transferred to the customers most recent account with Dominion Energy, in which the Company expects payment for the electric service.

  
  If you or the customers have questions, please contact Dominion Energy Customer Relations & ***************** at **************. Our hours of operation are from 8am to 5pm, Monday Friday, except on holidays. The customer may also contact our ********************************** at **************.
  

  Sincerely,
  
  **********************;
  Dominion Energy Virginia 
  Customer Relations & Policy 

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************