Reviews

NOT PROFESSIONAL, Headquarter in ***********, today lot of Richmond family hit with winter storm and lot of power outage, we live on the north state which is often have winter storm, if you live in the south like ***** and the restoration take couple days because of winter storm, probably we get it, ***** not ready for winter storm, but in ******** ** took several days for restoration from winter storm??? thats give you picture this company not professioal and or at least they do not care abput preparing for the worst for their customer

March 13, 2025 Better Business Bureau, Thank you for bringing this customers concern to our attention. We appreciate the opportunity to research and investigate further. Our goal is to ensure that every concern is taken seriously and addressed in a timely manner. To start, every customer has a certain designation/location on the electrical grid (a roadmap of how the electricity is delivered to your home). Each storm effects the grid differently. It is never the same way twice. Dominion Energy does not pick and choose what areas we address first outside of police facilities and hospitals. We have always attacked the biggest issue that will restore the largest number of customers the quickest. The has proven to be the only efficient way to restore power to all of our customers. A customers main source of electricity begins at the local substation. In any given storm event, there could be one or several interruptions in the path by which they receive electricity. One may see a down power line right in front of their home, however, if we come to fix that line first and there is at least one or more breaks in the line between their home and the substation, they still do not have power. Proceeding in that manner would cause the company to work backwards to locate and resolve the additional problems, actually prolonging the restoration efforts to the customers detriment. With that said, there are many factors that are out of the control of Dominion Energy that can affect how electricity travels to your home; land ownership/rights, protected land; right of ways, permits, etc. All these things can affect how the electrical grid is established in your area which can aid or hinder restoration efforts. Where one is located in the electrical grid in relation to the sub-station that feeds electricity to their area can/may also affect how soon power is restored. The closer you are to the substation, the fewer opportunities for breaks in the line and vice versa. Rural areas are also affected differently than urban ones. In more urban areas there can be a closer collection of lines in any given grid going in multiple directions (homes and businesses closer together wired for electricity). This allows the company to sometimes redirect (temporarily) the flow of electricity to allow retention of service while restoration efforts are still in progress. More rural areas (homes and businesses further apart) with less lines in the field do not have the grid configuration for this option to be available. This is also why neighboring areas can be affected differently. Nearby subdivisions and even neighbors across the street can receive electricity in a different manor than others. It is how one receives electricity in relation to where the interruptions are that determine how quickly service is restored. One of the primary ways Dominion Energy identifies interruptions during a storm event are our employees in the field constantly patrolling and identifying trouble points as they occur. This information is received in tandem with the outages reported by our customers. Please note that interruptions can not only occur during a storm but also, several hours or even days after. New information is received literally, ever changing, by the second. As additional issues are discovered, and new problems arise restoration efforts/assignments are also ever changing. If an outage initially reported was only caused by one interruption suddenly escalates to several, the approach to restoration must be abruptly altered as described above. As expressed previously, each storm will affect the electrical grid differently depending on the type, intensity and the area affected. As a result, interruptions can be very short or extremely long depending on the extent of the damage and what is required to finalize repairs. A simple down power line requires less time to resolve than a broken distribution pole and/or a tree on a line which would require removal of damage before repairs can be implemented. Multiples of the issues described will also prolong restoration efforts. Rest assured, it is our priority to have all of our customers service restored as quickly and safely as possible when it is interrupted. Unfortunately, Dominion Energy does not have the ability to guarantee uninterrupted service. However, I hope that this additional information somehow sheds some light on what the customer experienced and our dedication to provide the most reliable service possible. If you have any questions, or if we can be of any further assistance to you or the customer, please call us at **************.**** ****** Dominion Energy Customer *******************

Dominion cut my power off, my mother is disabled and on oxygen 24/7 I have provided the medical form they claim they havent received it I sent it 4 times they really need to do better I really dislike this company!!!! Biggest scammer of them all!!!!

Dear Better Business Bureau,Thank you for your review. We will be happy to review the customer account if our customer wishes to speak with our Customer Relations team regarding the matter. If an inquiry could be placed with the information, we will be happy to address the matter as well.

I just moved to a new 1 bedroom apartment on Jan 3, 2025. My light bill came and shows I owe $249 for freaking 19 days. I had the apartment maintenance come out and check the hot water tank and HVAC and all is working properly. I lived in a 2 bedroom old townhouse running the heat on 75 there and my bill has NEVER been over $140 in 3 yrs. It's only me. NO WAY 1 person is using $240 worth of electricity in freaking 19 days!! On top of that, it takes FOREVER to get a **** person on the phone because the stupid voice system won't let you ask for a representative! FURIOUS!!!!

Thank you for the opportunity to address your concerns. I am sorry to hear the bill was higher than expected for your first bill. We have completed a meter test at your location and confirmed that the meter is working properly. Also, please keep in mind that if you have a deposit billed the installments will reflect on your first 3 bills as well. Should there be additional questions regarding this matter, please feel free to contact Dominion Energy ************** at ************** support Monday through Friday 8 am to 5 pm.

I dont even no where to began but, I am new to this area and I have really enjoyed retirement in ******** except for my experience with Dominion Energy. I have never seen a company as large as they do what they do to paying customers and WHY IS NO ONE HOLDING THEM ACCOUNTABLE. WE CAN ALL COMPLAIN BUT, until we step up and get some help there is nothing going to be done to provide the service we pay Doninion Energy for. Check out the some of the Corporate Salaries

Dear Valued Customer,

Thank you for bringing your concerns to our attention. At Dominion Energy, we strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers.

We apologize that you are having issues with your account.  However, there have been several attempts made to contact you to discuss your concerns. After completing a test of your meter and having a high bill investigation performed,there have been no issues found.  If you need to establish a payment plan to resolve your outstanding bill, you may do so online at ********************************************** or by contacting our *************************** at **************. A representative is available Monday through Friday, between the hours of 8:00 a.m. and 5:00 p.m.  

Sincerely, 
Customer Relations & Policy
**********************

Dominion Energy is the worst utility company that I have ever dealt with. They are rude on the telephone and do not document prior written correspondence and calls. I do not recommend doing any business with them.

Dear Valued Customer,

Thank you for bringing your concerns to our attention. At Dominion Energy, we strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers.

We apologize that you have experienced issues when reaching out to our company.  Feel free to contact Customer Relations & Policy directly to discuss your concerns.  A specialist is available to assist you Monday through Friday, between the hours of 8:00 a.m. and 4:00 p.m.  

Sincerely, 
Customer Relations & Policy
**********************

The worst at communication with customers. ******************** changed its billing info, so when my autopayment showed up on my bank account as something from ****, I thought it was fraud and told my bank not to pay it. Little did I know that it was the Dominion payment (I checked and I did not receive notification this change would occur). Dominion then cancelled my auto-payment without notifying me but I thought my bills were still being paid. It was not until my power was shut off and I went to register an outage that I saw I had a bill past due. I paid it and found out the reason my power was shut off was non-payment. No text notification was ever provided of power shutdown even though I had registered for texts BECAUSE they had no phone number on file! And they don't send email notifications. Then they told me since I had made the payment, there would be an automatic order placed to reinstate my service. I waited all day and no power. I called back to discover that no automatic order had been placed. The system was waiting for them to answer a question about whether I had gas hot water!?! Really?! I waited 45 minutes on the phone for them to manually place an order to turn my power back on. All this and the pleasure of paying them an additional $130 for the bonus of turning my power back on. If I had any choice of providers, I would change.

October 11, 2024 Better Business Bureau, Thank you for bringing this customers concern to our attention. We appreciate the opportunity to research and investigate further.We understand the customers concern and frustration with regards to the situation described. As Dominion Energy is not a bank all payments set up through our website are processed by a 3rd party, Paymentus. It was brought to our attention very early in the month of July 2024 that there was a processing error with payments to Dominion Energy posting to customers bank accounts under the statement descriptor (Enbridge Ohio Gas). An immediate investigation confirmed that this was a typographical error only. No account numbers were altered, and all monies were received as intended. As a result, no action was required by our customers regarding the matter. No later than July 5, 2024, a message identifying and explaining the situation was added to our website for all to be notified upon initial access (image included below). With that said, we understand the actions taken to protect ones finances when data looks questionable. We apologize for any inconvenience this issue has caused and have reversed any applicable fees/penalties accordingly. We have also attempted to contact the customer directly to advise of the adjustments made on the account. 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 *******************