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 Energy Virginia

  PO Box 26666 Richmond, VA 23261-6666

  
• 

  Dominion Retail, Inc.

  PO Box 298 Pittsburgh, PA 15230

• 

  Virginia Power

  11133 Fairfax Blvd Fairfax, VA 22030

• 

  Dominion Retail, Inc.

  PO Box 298 Pittsburgh, PA 15230

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:02/26/2025

  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.

  I've been battling Dominion Energy for their ** Charger rebate program for almost 5 months now. I just got off the phone with them and they did not resolve the situation so I'm filing this complaint. On 17 February ******************************************************************* Dominion Energys Residential Rebate Program. Your application is approved, were just waiting on your check to be processed, and mailed out. You should receive your rebate check in about 3-4 weeks, expect the check to be mailed in a blank envelope marked CLEAResult. This was for their $125 rebate program. On their website it says I'm approved and I'm still in the window to receive the check. This rebate I'm ok with, though it took several attempts on my end to get this resolved.On 14 January 2025, I received an email regarding Dominion Annual ** Charger Rebate program of $40 that stated This rebate application is in pending status due to missing information: proof of rewards enrollmentOn 16 January 2025, I sent to ************************************************* and ************************************************** resending all the required documentation to include proof of rewards enrollment On 17 January 2025, I received an email from ************************************************** confirming receipt and acceptance of my information including proof of rewards enrollment On 20 February 2025 I took a screenshot from Emporia App indicating that I am enrolled in the ** Charger Rewards Program (i.e. proof of rewards enrollment)On 21 February 2025, I sent to ********************************************* the 17 January 2025 email from ************************************************** confirming receipt and acceptance of my information including proof of rewards enrollment.On 26 February 2025, I spoke to a supervisor at ************ regarding the situation and was told the email from ************************************************** isn't good enough to update their system and didn't provide any information as to how they were going to fix or resolve the issue.I'm happy to discuss at ************

  

  Business Response

  Date: 02/27/2025

  Dear Better Business Bureau,

  Thank you for your inquiry.  I have contacted the proper groups to get an updated response for our customer.  Once I have an update, I will be responding to the customer directly.  I have also asked the rebates area to update the customer as well.  Once we have an update, we will respond back.  I attempted contacted with the customer to advise and left a voicemail.

  Sincerely,

  Dominion Energy Customer Relations & Policy

   

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********.
  
  I would like to keep the case open while it continues to be worked by Dominion. I received a phone call and spoke with them and will close my complaint once the case is resolved.
  
  Regards,
  
  ***** *******
  
  
  
  
  

• Initial Complaint

  Date:02/26/2025

  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.

  It seems that Dominion Energy has mistakenly created an account under my name and later transferred an outstanding balance from that account to my current one (Transferred from another account on the bill attached). Despite multiple calls, I keep receiving the same response: “We will review this with a supervisor and get back to you,” but no resolution has been provided.
  
  We previously lived in an apartment where I had an account with Dominion Energy. At some point, I noticed an additional account under my name in their app—identical to my address except that it had no apartment number. I called them about it three years ago, and after a long conversation, they assured me they had identified the issue and would resolve it.
  
  When we moved out, I closed my actual account, paid the remaining balance, and later moved into a home we purchased.
  
  A year later, in December(2024), I discovered that a balance from that mysterious account had been transferred to my current account as an outstanding charge.
  
  Since then, I have called Dominion Energy three times. Each time, the representatives acknowledge the issue. One even mentioned that I’m not the only former resident of that building experiencing the same problem. However, no action has been taken to resolve it.

  

  Business Response

  Date: 04/03/2025

  April 3, 2025
  

  Better Business Bureau,
  

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

  A thorough review of the customer’s historical data has confirmed
  that service was started in their name at *** ******** ***** **. as of 9/2022. The
  final bill was generated in 6/2023. There were no payments received on the
  account in question leaving a significant unresolved balance.
  

  Normal policy would have an unresolved balance forwarded to
  collections after 60 days, however, this type of credit action was put on hold
  from 2022 – 2024 during our conversion to a new account system.
  

  When our credit action protocols were re-instated the debt in
  question was then applied to the current active account on file (different address)
  per company policy/procedures. Per the account data on file under the customer’s
  name and Social Security Number (SSN) the billing data is accurate.
  

  If the customer believes an
  account has been fraudulently established in their name, they must complete the
  dispute checklist protocol that is submitted as an attachment to this response. Valid completion of said checklist
  will allow the debt in question to be expunged accordingly.
  

  If you have any questions, or if we can be of any further
  assistance to you or the customer, please call us at 1-800-938-2118.
  

  Sincerely,
  

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

   

   

   

   

   

   

   

• Initial Complaint

  Date:02/26/2025

  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.

  on 12/26/24 dominion energy returned my payment stating bank a/c was closed, i went to my bank Truist, was told there was nothing wrong, my bank a/c is active & in good standing, there are debit/credit transation posted in the past 2wks. i called back dominion power, representative was rude will not listen to any explanation, hung up after saying to call my bank its a bank issues. problem didnt get resolve, same exact happened again on 02/21/2025. this time i was told payment was returned as the bank a/c cannot be found. then they said the bank info was put in wrong. bank tried puttin the same info, on the dominion a/c it only allows to put in last 7digit of the account number vs the ****** a/c#. the same account have been on file for several years on autopay with no issues. both the time i have to pay returned fees, even the bank stated the error is on dominon side. now i cannot make any payment via check untill 12/26/25 not even from different bank. dominon says my a/c is on **** (Do Not Accept Check) list. **** restriction will end by 12/26/2025. All i am asking is there is something that dominion could do to atleast have the future payment made from different back, 2 returned payments with no error from my side or the bank side the **** restriction will stay for whole year, this is not acceptable as it is very inconvieninet to pay thru credit card or in-person be charged services fee. since the representaive/supervior are no help on the phone, i am stuck with paying the returned & late fees. i would like to get the **** taken off so i can make future payment thru diffrent bank. i do not have extra income coming in to pay service/returned fees. As is the budge is tight each month, its very frustrating to get no help whatsoever from any representative. i will not ask for returned fee to be waived as i know i am not going get any success. its insanly ridiculous for dominion to have restriction for whole year, there has to be better option to resolve this.

  

  Business Response

  Date: 03/28/2025

  March 28, 2025
  

  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 a regulated utility company, we are not a bank and therefore do not make the determination on whether funds for a payment are received from ones bank or the reason presented as to why one was not processed. As a result, we are also not able investigate how or what occurred with a payment in most cases.
  

  We have contacted the customer directly and advised, in detail, how bank payments are processed to assists in avoiding any issues in the future. We also reminded the customer that they are not penalized for payment issues resulting in bank error. Per their payment history prior to recent events, we have re-instated check writing privileges as a courtesy.
  

  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:02/24/2025

  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.

  We moved into this home July 2023. From July 2023 till February 2025, we paid our dominion bill on time every month. It was the same consistent amount. In February our bill went from the original amount of about $ up to $1k. Obviously we were shocked. We immediately called Dominion and have spent an entire month trying to get answers. After speaking with several Dominion employees, we were given several answers as to why this happened. Their responses were:1. Dominion messed up our bill and then decided to back charge us from September 2024-February 2024. 2. Our bill was not charging us for the house, an error by their employees, so they then charged us for 150 days backdating. 3. In July 2023 Dominion changed its software that it uses, and the software didn't transfer the house into their system right, and so for 1.5 years we weren't charge correctly. We were only being charged for an outside light (that doesn't even work). They knew this mistake in July 2024 when they sent someone out to our property. Not one person contacted us, came up to our house to speak with us, nothing. So they knew in July of 2024 and no one informed us. Our response was:- We understand that moving forward our bill will be significantly higher as we are being charged correctly as they have "fixed" THEIR mistake. But why are we responsible to be back charged and pay for THEIR mistake. This wasn't a one-month mistake. We paid our bill on time and correctly for 1.5 YEARS. They admitted this was their fault and their system being messed up. That is not our fault and we shouldn't be liable for paying for THEIR mistake. We did our due diligence paying every month on time for our bill. No one informed us of any mistake. No one contacted us when they realized their error and mistake. We just got randomly charged an astronomical amount that is crazy for us to pay.

  

  Business Response

  Date: 02/26/2025

  Dear Better Business Bureau,

  Thank you for contacting us regarding the billing concerns with this account. We have received information regarding this concern by multiple agencies. We have provided more in-depth information via another request in order to provide account specific details in a more secure manner.  
  
  Thank you again for the opportunity to address your concerns. At Dominion Energy, we strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers.
  
  Should there be additional questions regarding this matter, please feel free to contact us.
  
  Sincerely,
  
  Dominion Energy Customer Relations and Policy 

  Customer Answer

  Date: 02/26/2025

  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.
  
  Absolutely nothing was resolved. 
  
  Regards,
  
  ******* *******
  
  
  
  
  

  Customer Answer

  Date: 02/28/2025

  I didn't file with any other agency. So I am unaware and have no idea what they are talking about. 

  

  Business Response

  Date: 03/01/2025

  Dear Better Business Bureau,

  Thank you for your response. We have addressed your concern with the Virginia *****************************. This allowed us to safely provide customer private information. We have notified the Commission that the billing has only been issued for the past 150 days of when the bills was issued. The account will now bill monthly as it should. 
  
  Thank you again for the opportunity to address your concerns. At Dominion Energy, we strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers.
  
  Should there be additional questions regarding this matter, please feel free to contact us.
  
  Sincerely,
  
  Dominion Energy Customer Relations and Policy 

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair 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.

  In February 2024, I scheduled a transfer of services but due to unforeseen circumstances I was unable to move into the new residence. I immediately informed Dominion Energy to stop the transfer and maintain the service at the current address. This was completed and I had no service interruption nor any additional issues. In April 2024 I noticed a bill for the address that I was supposed to move to but stopped the transfer to. I contacted the company again several times to resolve this and was reassured the account for that address would be closed and issue would be fixed. They closed the account in December 2024 and transferred the bill to my actual address account; leaving me with a bill quadruple times my monthly amount. Ive called several times to resolve this and have always been told Id get a call back but there has been no call backs and I have to start from scratch with new agents and supervisors each time. I am now moving to another state and this is still not resolved.

  

  Business Response

  Date: 03/12/2025

  Dear Better Business Bureau,
  

  Thank you for contacting us regarding your billing concern. I apologize for the delay in responding. Our billing department has completed the correction of the account being billed to reflect that you are not responsible for the billing at the location.

  Thank you again for the opportunity to address your concerns. At Dominion Energy, we strive to create the best customer experience possible. We cannot accomplish this goal without hearing from our customers.
  
  Should there be additional questions regarding this matter, please feel free to contact us.
  
  Sincerely,
  
  Dominion Energy Customer Relations and Policy 

  Customer Answer

  Date: 03/12/2025

  [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:02/21/2025

  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.

  My complaint is that this company messed up my account when I was placed on a **** plan, which should of never happened. This is both the fault of social services and the company I am filing the complaint about. My bill is out of control and this company and its representatives are unwilling to fix the problem. This is why I am being forced to file a complaint against them. I am beyond upset Dominion will not work with me on my bill.

  

  Business Response

  Date: 02/27/2025

  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 have reviewed the customer's account and listened to a call that occurred on January 22, 2025. The customer discussed his account with a representative who provided detailed information regarding his new **** monthly payment amount (this is set by the Department of *************** in his area), confirming the payment would be higher than his usual bill amount.  Once this information was shared, the customer requested to be removed from ****.  **** is a program he enrolled in through *************** to assist with possibly lowering a customer's monthly payment, based on their income.  In this case, the customer's income determined his **** monthly payment would be $163.  There was no error from Dominion Energy regarding the customer's account.  Please forward your **** concerns regarding the payment amount and re-enrolling to the Department of ***************.  If further assistance is needed from Dominion Energy, please contact our *************************** at **************. A representative is available Monday through Friday, between the hours of 8:00 a.m. and 5:00 p.m.

  Respectfully,

  Customer Relations & Policy
  **********************
  ******************************************* **************

  Customer Answer

  Date: 02/27/2025

  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:02/20/2025

  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 have lived in my apartment for over 14 years and never had an electric bill this high. December bil was$265 January bill 313. I live alone and away from the house 6 hours a day for 5 days hours of work. I reached out to an associate at Dominion power need less to say no reasonable explanation of why **** was so much higher when I'm doing nothing different from the previous years.

  

  Business Response

  Date: 03/14/2025

  March 14, 2025
  

  Better Business Bureau,
  

  Thank you for bringing this customers concern to our attention. We appreciate the opportunity to research and investigate further.
  We certainly understand the customers concerns as no one wants to pay for more electricity than they feel they have used. Therefore,upon receipt of this request the account was thoroughly reviewed to assure billing accuracy.
  

  When Dominion Energy is contacted regarding high bills, we attempt to help explain the usage. However, we are not always able to do so due to a variety of factors. Some of the key factors to consider when comparing electric bills are the number of days in the billing cycle, rates, and the average daily temperature during the time period in question. In most cases, a decrease in average temperature can attribute to an increased amount of electricity used for heating and cooling. This is because the heating/air conditioning unit and the water heater combined, account for almost 60% of the monthly billing in a home. This is the case whether the home is occupied or ****** a result, a customers annual billing will increase drastically in the winter and summer when the unit is utilized the most. The billing decreases accordingly in the fall & spring as the appliance that uses the most energy is running less frequently or not at all.
  

  Based on our investigation, the meter readings on the account in question are accurate. It also revealed that the views shared by the customer do not match the historical data on file. Since at least 2021 the billing in the peak of the winter season has not been below $250.00 and has been as high $297.00. Consequently, there is little variance from the recent billing referenced.
  

  Review of the account has also revealed that the billing to follow drastically decreased from $313.60 to $242.67 (again within the parameters of historical usage at the address in question). This fact is further confirmation of the data shared above solidifying that the usage is directly in line with the heat source vs. the ambient temperatures.
  

  Please also note that the wiring from the meter base to the home and the appliances inside are the responsibility of the property owner. With no indicators of an issue on the company side of the meter there are only two possible conclusions. Either the billing in question is the result of actual usage or the possibility of an issue with the appliance(s) inside the home needs to be considered.
  If you have any questions, or if we can be of any further assistance, please call us at **************.
  

  Sincerely,
  

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

• Initial Complaint

  Date:02/19/2025

  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.

  2/19/2025 I looked at my bill and noticed a charge for : Residential (Schedule 1) ******************** Charges and clicked on a link that was provided to explain my bill. I was referred to a residential rate paper per Dominion energy and clicked on the residential schedules and noticed the verbiage mentioned elect. I reached out to them and asked what was I enrolled in and did not elect into anything. I read the verbiage to them and they are adamant it was not something that can be removed off the account.

  

  Business Response

  Date: 02/26/2025

  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 for any confusion you have experienced.  Customers are billed based on the type of account they have established to receive energy.  Those customers that are not considered businesses, or a Commercial account, are set as a Residential customer.  Each Residential customer is billed as such under the Schedule 1 that appears on your bill. When you requested service, whether online or via telephone, you agreed to our terms and conditions regarding Residential or ******************* as well as the applicable rates. This is not optional and is billed based on the energy consumption recorded from the meter associated with your account.  Additional information pertaining to the Residential rate options available appear on our website. If further assistance is needed, please contact our *************************** at **************. A representative is available Monday through Friday, between the hours of 8:00 a.m. and 5:00 p.m.

  Respectfully,
  
  Customer Relations & Policy
  **********************
  ******************************************* **************
  

  Customer Answer

  Date: 02/26/2025

  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.
  
  I need to see where i agreed to such. 
  
  Regards,
  
  ***** *******
  
  
  
  
  

• Initial Complaint

  Date:02/14/2025

  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 have a 2 story house with a basement. My furnace and HVAC units broke and were not providing heat approximately January 23, 2025. The **** company did not get back to me to replace the units until February 3, 2025. My current bill is about $350. This is considerably more than my average monthly bills for my home ownership (***** years). I did not have space heaters for the first 72 hours bc the promised replacements were thought to be available were not.On February 14, 2025 ( 2:30 -4:20pm) I called to asked to have my meter checked and consideration for a bill reduction due to my issues. With my original call I was on a mobile phone and the call was interrupted, but I was expecting the representative to call back. That never happened thus I placed another call with a land line. After being on the phone for 45 mins and being placed on hold no less than 5 times. The representative politely told me I was not going to get a price reduction nor was anyone guaranteed to come check my meter bc basically it was my fault the units failed and I must of done something to cause the excess energy cost. I certainly did not have space heaters in every room in the house and during the work and school day the heaters were NOT even on. The representative asked to put me on hold yet again and I asked if she could call me back on the mobile phone as I had to leave to get my son to his appointment. She said she would call and then quickly I hung up and never got a call back. **************** calls are said to be recorded; no compassion, just verbiage and at this point no one is going to check the meter. I am just disappointed that such a large company can't help me in anyway. I haven't had anyone check this meter since the house has been constructed. I don't even have an option of using another company for the area, so Dominion has me over a barrel and can mistreat me the consumer in any way and they know it. I am asking for a curtesy discount if possible and a meter check.

  

  Business Response

  Date: 02/24/2025

  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 have reviewed your accounts billing for the period in question. Your usage is higher due to the issue you experienced with your furnace and HVAC, as well as the decrease in the temperature outside. Utilizing space heaters pulls a large amount of energy as well. Although you did not use your system when it became inoperable January 23, 2025; prior to this date, your furnace and HVAC were utilized, while not working properly. When a system malfunctions, it works harder to provide the temperature it is set to, causing the need for more energy to be consumed. Also, please keep in mind, the temperature was eight degrees colder than the same period last year. That information is key. Because your systems were already malfunctioning, and the temperature was colder outside, you would see an increase in the energy being used, until those issues were resolved. In addition, your prior months balance of $190.90 was not paid by the due date of February 10, 2025. On your bill dated February 13, 2025, the current charges reflect $356.69 plus the past due balance of $190.90, totaling $547.59. There was a payment received on February 14, 2025, for $190.90,leaving a balance due of $356.69 by March 10, 2025. This is not a high bill issue due to Dominion Energy; the charges are valid. If further assistance is required,please contact our *************************** at **************. A representative is available Monday through Friday, between the hours of 8:00 a.m. and 5:00 p.m.

   

  Respectfully,
  
  Mrs.*. ******
  Customer Relations & Policy Specialist
  
  Dominion Energy Virginia &
  Dominion Energy **************
  Mailing Address: P.O. *****************************************
  

  Customer Answer

  Date: 02/24/2025

  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:02/14/2025

  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.

  BILLING DISPUTE PERIOD OF 12/17/24-2/18/25. I have attached a complaint letter giving the details of my complaint against Dominion Energy. I called to dispute the Dominion Energy Electric billing of 12/17/24-2/18/25 due to the outrageous usage and corresponding bill amounts charged/reported. The usage and billing are comparable to the bills I received during the heat of Summer months when I run my electric AC 24/7. The issue is Dominion DOES NOT PROVIDE MY HEAT DURING THE WINTER ************ does and I already received a $490 gas bill for my heat usage. The electric bills this Winter were over $300 more than any previous Winter for the last five years and nothing has changed as far as my electrical components of my house. There is clearly a faulty meter and/or meter reading. I spoke to two Dominion Energy representatives and one escalation representative and each one attempted to keep telling me the increase is due to the drop in Winter temperatures and the electric fan blower on my unit running more to push the gas heat through my 2700 sq ft house. There is no way the fan blower on my HVAC unit is ringing up a bill almost double the rate of any prior Winter the last five years to push the air from my gas furnace into my home. Of additional note, is that my next-door neighbors house is 7200sq with half of it being used for nightly AirB&B renters. They too have a system with gas heat and electric everything else. My neighbors electric bill for the same time frame I am disputing was $337. Dominion is unable to explain why a house with over double the size of my home with nightly renters received an electric bill of half the amount I received. I repeatedly requested an investigation into the meter/billing and have been denied. Just repeatedly told due to weather fluctuations and increased usage. Dominion switched my meter to a Smart Meter last November 2024, and I would like an analog meter re-installed as clearly the Smart Meter is not so smart.

  

  Business Response

  Date: 02/27/2025

  Better Business Bureau,

  Customer Relations & Policy has been working with the ***, our regulatory oversite, and responded to them with details for the customer's concerns. This is the information sent to them, and they have closed the case. 

  Did the customer contact the Company regarding the complaint? Yes
  What was the Companys response to the customer? Customer account was reviewed, and customer was advised that electric is still used during gas usage. Meter usage verified.
  Did the company recently change out the meter?    Yes
  If yes, on what date and reason for meter change.    10/11/24
  Were the meter readings verified actual or estimated in the last 12 months?    Actual reads since installation
  Provide 12 months of readings, usage, billing, and payment history.    Daily usage sent to *** to be shared with customer
  Provide 6 months of actual billing statements.   12 months of invoices were sent to the *** to share with the customer.
  Provide an explanation of recent high bills (usage, rates, riders, adjustments, meter, etc.).    Usage is the issue. Attached is a daily usage from the data of installation. Also attached are 12 invoices to show requested information.
  What has the company done to investigate the issue?    Account and meter data has been reviewed in detail.
  What is the companys plan of action to resolve the issue?    The companys position is that the billing issued to the customer is correct and does not warrant further action other than supplying the additional information requested in this communication.

  We ask that you close this inquiry as it has been addressed by our highest level of oversite.

  Respectfully Submitted,

  *. **** - Customer Relation & Policy Specialist II

  Customer Answer

  Date: 03/01/2025

  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.
  
  I am not satisfied at all with Dominion Energy's response because it doesn't address the fact that the data reading on my newly installed "smart" meter is wrong. Dominion Energy has repeatedly stated that the issue is usage, however, if you compare the usage of my home for the past five years during the Winter months you will note that there is a much higher usage this Winter than previous years, yet I still use gas heat (not electric) and no electrical components in my home have changed. Additionally, the usage this past Winter is higher than the usage of the Summer months when I run my electric A/C. I believe the "Smart" meter is faulty. I have requested the smart meter be removed and the dialog meter re-installed, with no response from Dominion. They said they would send an assesor out to review the meter, but no assesor has contacted me to schedule an appointment time. I am very dissatisfied with Dominion Energy's response. Given the ***'s acceptance of Dominion's response to my complaint I can only conclude that corporate corruption and consumer theft are legal and acceptable. 
  
  Regards,
  
  ****** *******