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

• 

  Dominion Retail, Inc.

  501 Martindale St Ste 400 Pittsburgh, PA 15212

• 

  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:01/04/2023

  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.

  [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,
  
  *********************
  
  
  
  

  

  Business Response

  Date: 01/06/2023

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers concern regarding the estimated billing concerns.  We regret the experience and frustrations described in their contact to the Better Business Bureau.
  
  Records indicate one estimated reading was conducted in the last 12 months.  The customer has been contacted and ******************************************* will exchange the meter with a unit capable of remote reading.  This will mitigate future access and billing discrepancies.  The previous estimated billing will be adjusted to actual usage data obtained at the time of the scheduled exchange.
  
  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 contact our team at **************.
  
  Sincerely,
  
  
  ************
  Customer Relations & Policy
  **********************

• Initial Complaint

  Date:01/04/2023

  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.

  We have a work request for new service to a building on our property. The work request was submitted in September 2022. The Dominion field tech gave us a verbal quote in November and said he just needed his supervisor to sign off and that we would get back to us with a written quote in a couple of days. Since then we've heard nothing. The tech has not responded to our texts, emails, or phone calls since we spoke in November. I have called the Dominion complaints line several times and have been told each time that someone will get back to me. I'm on hold right now with the complaints department, waiting for someone to respond. Does it always take this long to set up new service?

  

  Business Response

  Date: 01/05/2023

  Better Business Bureau,
  

  Thank you for the opportunity to investigate this customers concern regarding connection of service. We regret the issue the customer explained in their contact to the Better Business Bureau.
  
  The customer has been contacted and advised an electrical inspection is required prior to the work request release to construction.  Direction has been provided to the customer to contact Powhatan County for the application.
  
  Again, thank you for allowing ** the opportunity to address the customers concern. If Customer Relations and Policy may be of further assistance to you or the customer, please contact our team at ***************************************************************************
  
  Sincerely,
  
  
  ************
  Customer Relations & Policy
  **********************

• Initial Complaint

  Date:12/30/2022

  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.

  [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,
  
  ***********************
  
  
  
  

  

  Business Response

  Date: 01/18/2023

  January 18, 2023

  BBB,

  Thank you for the opportunity to research the customer's concern. After our review, the Company waived the balance owed as a courtesy and contacted the appropriate credit agencies to update their records. Additionally, the Company's response letter was emailed to the customer on 1/12/2023 indicating a zero balance. 

  If you or the customer have questions, please contact Customer Relations & Policy at **************.

  Sincerely,

  *************************

  Dominion Energy Virginia

  Customer Relations & Policy

   

• Initial Complaint

  Date:12/28/2022

  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.

  Sunrun installed solar panels on my house in October. After the final inspection Dominion has to do a meter swap at the house. It's my understanding they, by law, have one month to do the swap after final inspection. ****** was informed by dominion that the swap would happen the week of 21 November. No one came to do the swap. I called dominion on 7 December and the rep told me the work order was simply never completed and she was going to resubmit the work order, and someone would be to the house in a few days. No one showed up at my house. I contacted ****** on 12 December and they contacted Dominion and was told there would be a rush put on the work order this time. No one came to the house. I contacted Dominion again on 19 December. The rep told me the meter wasn't swapped because I was in the middle of a billing cycle and that someone was coming on 21 December to swap the meter. No one came to the house. I contacted Dominion on 27 December. The rep told me she needed to look into the situation and would call me back that day. She never called back. My meter still has not been swapped after four times dominion has told me they were coming to do it.

  

  Business Response

  Date: 01/11/2023

  Better Business Bureau,

  The Permission to Operate (***) was sent 1/10/23.  Unfortunately, the customer was in an area that was behind in meter exchanges & AMI upgrades.  The customer is correct, we are supposed to have the meter exchange completed within 30 days from the receipt of inspection.  However, if we have not sent the *** or completed the exchange by the end of the 30-day period, the customer can turn on their system. The only time the customer cannot turn their system on as of the 31st day, is when the company requests a waiver of requirement from the SSC. 

  The AMI meter was installed on 1/6/23 and is sending daily readings. The customer can see the readings in Manage Account at DominionEnergy.com.

  If the customer has questions, he can call me at **************.

  Sincerely,

  *******************, M.Ed.
  Customer Relations & Policy Specialist II

• Initial Complaint

  Date:12/20/2022

  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.

  [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,
  
  *************************
  
  
  
  

  

  Business Response

  Date: 12/21/2022

  Better Business Bureau,

  A system failure caused a delay in the completion of the order to start service. While the service was physically started the order was never completed in the system for Billing to bill for services. Everything has been completed now and I have requested Billing expedite sending a statement to the customer. If the customer has questions or additional concerns related to this issue, she can call me at **************.

  Sincerely,

  ******************* - Customer Relations & Policy Specialist II

• Initial Complaint

  Date:12/19/2022

  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.

  On December 7 I filed an extension on my son power the rep forgot to file it an my power was cut-off the first I called they seen that the rep made the mistake but it wasn't fixed. Had to call back was on hold for an hour and a half then a supervisor got on the phone being rude and calling my a liar I do have it recorded how careless the supervisor handle the situation..

  

  Business Response

  Date: 12/21/2022

  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.
  Payment arrangements have been established and the services are currently active.  A thorough investigation will be performed by our ***************** to determine the account history and property responsibility.  This investigation will assure all account information properly aligns with our Terms & Conditions of service.  Terms and Conditions - Application for **************** (dominionenergy.com).  Section II states the account holder must be the owner or bona fide lessee of the premises. All owners or lessees are required to have the electric service in their names.  Any discrepancies will be addressed directly with the parties involved.
  
  An internal review of employee performance will also be performed, and any coaching or training opportunities will be provided as necessary.  This review will include a formal assessment of the communication between the customer and our Agents.
  
  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
  **********************
  

• Initial Complaint

  Date:12/09/2022

  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 am moving into a new home and to get the Dominion energy account switched over to me, I have to be present at the house to give the dominion worker access to the fuse box. I am disabled and havent been able to move any of my things and wasnt able to bring food. My complaint is that dominion is unable to give me even a 4 hour window when they might be here. They said I have to be in this empty house without food literally all day in case the worker shows up. Is there no way the worker could call when on his way or they could estimate morning or afternoon based on the route? That seems insane to me. Again, I am disabled with no furniture except the neighbors lawn chair and no food. And I even called ask if I have 30 min to get food and they said there was no way they could know.

  

  Business Response

  Date: 12/09/2022

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

  Records indicate an AMI smart meter is located at the property and the meter is active.  Customer Relations & Policy has contacted the customer and advised she does not need to provide access at this time.  Previous telephone conversations with our customer service center agents will be reviewed.  Any necessary coaching or training opportunities for miscommunication will be provided where appropriate.

  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:12/06/2022

  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.

  My account was set up for a payment plan. We made 14/36 payments without an issue. Normal bill + 70 dollars was what we were set up for. We had a payment return on 11/2, which disenrolled us from the program. We called today (12/6) to see why our bill was now **** dollars due by 12/29. We were told about the returned payment and that we could not re enroll in the program we were previously in because it no longer existed as of 11/2. We inquired as to what was available to us. The agent told us that we could pay 50% (734) by 12/29, and the rest over 6 months and give us an extension until 12/30. We told the agent that was untenable for us. She repeated that it was all she could do. I asked to speak to her supervisor. The supervisor repeated the same thing. I asked to speak with her supervisor and got an attitude telling me they would tell me the same thing. The line disconnected.The payment program that was offered is predatory. It is not relief, nor is it helpful. We were on the Payment program we were on because we could not and cannot afford a **** bill. Instead of giving customers unreachable offers, Dominion should want to work with their members instead of penalizing them.

  

  Business Response

  Date: 12/06/2022

  Better Business Bureau,

  Dominion has policies in place to allow all customer to make payments on accounts when they are not able to pay in full. This is such a case. ********************** set up a plan on his account when payment plans were very relaxed during ***** financial recovery efforts. Since the time ********************** set his plan, we gradually reduced the amount of time allowed to set plans over several months.

  As of 11/1/22 Dominion returned to pre-***** payment arrangement policies. Regrettably, ********************** had a return payment which removed him from the payment arrangement. 

  I just spoke with ********************** and explained our position. We worked together to set a new plan. It is not the plan he had but it is mutually beneficial to he and Dominion.

  Respectfully Submitted,

  ***********************, Customer Relations & Policy Specialist II

  Dominion Energy Virginia

   

• Initial Complaint

  Date:12/04/2022

  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 moved out of my residence at **************************** on 8/20 and called Dominion to cut off my energy and close my account. The customer service representative confirmed they would end my service, but I was wrongfully billed $53 the following month after closing my account. I have called them back three times and sat on hold for multiple hours to request a refund and close my account, but it is still open. I have also been billed for the months of November and December but have not paid those bills because I do not live at the address anymore. I have yet to speak to someone from Dominion Energy that can explain why my account has not been closed and my refund has not been issued. This is a legal issue and they have no right to bill me for power that I am not using.

  

  Business Response

  Date: 12/14/2022

  Better Business Bureau,

  Customer Relations & Policy has researched the customer's concern and found an error/delay in closing her account and sending a final bill. After a system correction, a final bill is being issued tonight. All data has been verified for the billing. 

  We spoke with the customer today and explained the issue and resolution and apologized for the delay and for her frustration. The customer has our contact information and has indicated she will contact us with questions if she has any when she reviews the final bill. She has indicated she is satisfied that we have resolved her concern pending the billing. 

  Sincerely,

  ******************* - Customer Relations & Policy Specialist II

  **************

• Initial Complaint

  Date:12/02/2022

  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.

  They are trying to charge me for another bill when it was removed from my bank account. I'm not sure what's going on but I received the wrong bill and they tried to take 2 payments out of my bank account I have emailed and contacted them and it hasn't been resolved. They are trying to say it was more than $125 it was $221 and it was not.

  

  Business Response

  Date: 12/05/2022

  December 5, 2022

  
  Better Business Bureau,

  
  Thank you for the opportunity to assist the customer with their bill and payment inquiry.  

  
  Our records show the customer experienced a check payment issue with us. The customer may consult with their bank for more details. It appears the customer was provided with an explanation of this occurrence based on her telephone conversation with Dominion Energy on 12/5/22.
  

  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