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.

  501 Martindale St Ste 400 Pittsburgh, PA 15212

• 

  Dominion Altavista Power Station

  104 Wood Lane Altavista, VA 24517

• 

  Dominion Energy Virginia

  PO Box 26666 Richmond, VA 23261-6666

  
• 

  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:09/12/2022

  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 was charged an incredible amount of money for my electricity but I was barely home the last month. I called to speak with Dominion at 1pm and they said I would get a call back in ~30 minutes, they called me almost 5 hours later and said I need to talk with another department which has left for the day. I was home only several days the last month and yet my bill was more than it has ever been before. They would not offer any solutions other than call other people and I cannot because I am traveling for the week and she did not even give me contact info for the department I was supposed to call. So I waited 5 hours for them to call and she just basically tried to make excuses about not wanting to do anything to explain my charges. I was home a total of 8 days the entire month and yet I have one of the highest bills to date? Something is wrong here and they will not work with me at Dominion and are going to charge me on the 19th. I would like the proper people to call me when I specifically said I need help with billing and I get a call from someone saying call another department and not be given specific info who to call?

  

  Business Response

  Date: 09/15/2022

  Better Business Bureau,

  Customer Relations & Policy will be happy to speak with the customer at his convenience. We can be reached directly at ************** or ************** 8am - 5pm Monday - Friday. 

  Sincerely,

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

  Customer Relations & Policy

  Dominion Energy Corporate Office

  Customer Answer

  Date: 09/15/2022

  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.
  
  I clearly stated that I am unhappy with the service from the call center. I don't have four hours to wait on hold. 

  
  Regards,
  
  *****************
  
  
  
  

  
  

• Initial Complaint

  Date:09/12/2022

  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.

  Over the last 6 months or so I have been calling dominion energy because they are making incorrect meter readings. They recently replaced my meter with a new one and ever since then my power bills have skyrocketed. I live in a ************************************************************** excess of $400-$500 monthly. Mind you my parents live across town in a **** sf 2 story home with a pool and their power bills are not this high. I have called and basically get told it will be re-billed after confirmation of a bad reading. However every time they've put a credit on the account my next bill is huge. For instance, at one point, the totally balance due was $2100, I received a $600+ credit, and my next bill was over $400 (2 bills in the same month) and my new balance was literally $60 or so less than the total balance. It makes zero sense to me and I can't get anyone to actually help me. They all talk to me like I don't know how to read my bill or a power meter. I would like this resolved once and for all and all appropriate credits actually applied to the account and not applied and then rebilled. I would also like an explanation on how as the weather cools off, my bills are going up, when I'm using my A/C less. This is very frustrating. I've lived in this home for 7+ years and have only started having issues on the last year. The account is listed under my husband *******'s name and does have a different phone number than the one provided.

  

  Business Response

  Date: 09/21/2022

  September 21, 2022

  
  Better Business Bureau, 

  
  Thank you for the opportunity to assist our customers with their billing concern. Dominion Energy Customer Relations & ***************** made attempts to contact the customer by telephone. A voice message was left for the customers, and we are waiting to hear back from them. If you or the customers have questions, please contact Dominion Energy 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:09/09/2022

  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.

  Were supposed to be on a payment plan monthly to help with our overall payment. But instead they have us paying almost ****** a month which isnt helping us at all. Were still in a pandemic. This amount is ridiculous. I asked could this amount be lowered to help us but the representative refused to help at all or even see if there were more options

  

  Business Response

  Date: 09/09/2022

  Better Business Bureau,

  We have reviewed the account in question and wish to prevent the facts below.

  The customer has a large balance of $2,440.02. The customer received Covid Relief Funds in the amount of $615.97 5/29/21 like thousands of customers during the difficult times the pandemic produced. 

  The customer has had five (5) broken payment plans since July 2021. Each time the plan broke the balance was higher so the installments were higher.

  The customer has a current payment plan for 24 installments of $97.31/mo in addition to the monthly bill which began 6/8/22. There was no down payment to start the plan. There are no late payment fees associated with the plan. Current plans now require a down payment and late payment fees as we slowly move toward pre-Covid credit policies.

  Dominion Energy makes every effort to assist our customers with payment arrangements whenever possible. That is the case for this customer as well. 

  We encourage the customer to seek assistance if needed by calling 211 for local assistance agencies. Additionally, many customers have worked hard to lessen usage so as to offset additional payment installments needed to make accounts current.

  We hope the customer is able to maintain the plan in place so as to avoid additional fees and larger installments.

  If the customer wishes to discuss the current plan, the customer can call Customer Relations & Policy at **************.

  Sincerely,

  Dominion Energy - Customer Relations & Policy

  Customer Answer

  Date: 09/13/2022

  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.
  
  [ we dont recall breaking those many payment plans. But as stated its very difficult still to make those large amounts every month 
  
  Regards,
  
  ****** & *****************************
  
  
  
  
  

• Initial Complaint

  Date:08/31/2022

  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.

  On Friday, Aug. 26, 2022, somebody removed the electricity meter for our apartment and prepared to install a new one. This did not work, and whoever it was just walked away and left both the new meter and the old one without even reporting it.It is now Weds. Aug. 31 and power has not been restored. We have had to spend four nights in hotels and had to discard approximately $200 worth of food from our refrigerator and freezer.

  

  Business Response

  Date: 09/01/2022

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers concern regarding their request for financial reimbursement due to a contractor error.  We regret the issue the customer explained in their contact to the Better Business Bureau.
  
  Dominion Energy has submitted a claim investigation with our contractor, Aclara, for the appropriate resolution.  The customer has been contacted by ******************************************* and will be further investigated with the Aclara. 
  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:08/30/2022

  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 Energy has refused to rectify my power outage because of an open investigation from my previous renters that tampered with the meter. They are holding me liable as the landlord and not the individuals they "leased the power to them". My rental property now has a live open circuit (power is on) with no meter creating a dangerous electrical hazard. Dominion Energy (****** ******** Service Supervisor) refused to transfer me to the customer account manager and said; "you just need to hang up and call them, I do not have time to wait on the line until you are transferred"! So I had to hang up and am now on hold (49min and waiting) to speak to a customer account manager...... who has no direct line. ??How can Dominion Energy get away with this...I do not have another electrical company I can choose. HELP>>>>>>Landlord rights

  

  Business Response

  Date: 09/07/2022

  Better Business Bureau:

  Dominion has processes in place to prevent fraudulent activity. Once it was determined that service could be restored an order was entered to start service. However, the meter was not installed when originally anticipated. On 9/6/22 the meter was installed and service is active.

  As a small gesture of good will, Dominion has waived the connection fees for the service.

  Sincerely,

  Customer Relations & Policy

• Initial Complaint

  Date:08/29/2022

  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.

  A technician came out and said he was there to upgrade our meter. I did not answer the door and my brother knew nothing about it. The technician removed our meter and installed a smart meter. We do not want a smart meter. We never received notification. I called Dominion and they said they sent notification with a opportunity for us to opt out. Since we never received our notice and opportunity to opt out, they said they would send out paperwork to sign for it to be reversed, yada, yada , yada, however it will still be a smart meter just without the chip. We should be able to get our old meter back! If we had opted out , they would not have touched the meter and we would still have our old meter so why can we not get it back? This is a total violation!!!!!

  

  Business Response

  Date: 09/01/2022

  September 1, 2022

  
  Better Business Bureau, 

  
  Thank you for the opportunity to assist this customer with their Smart Meter *************************************************** Customer Relation & ***************** made telephone contact to the customer and discussed their concerns. Subsequently, we emailed the customer some educational information in relation to smart meters billing accuracy and radio frequency. If you or the customer have questions, please contact ******************************************* Customer Relations & ***************** at **************. 
  

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

• Initial Complaint

  Date:08/28/2022

  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.

  No the business has not tried to resolve the problem but Im filing this complaint against Virginia Dominion Energy basically Im staying in a house that had light son in another person name and when that particular family moved out they had a large bill that no one was made adware of but them once the lights were cut off I tried to apply in my name which is *************************** was giving a promised start date account number everything only to be told the following day after my services werent on that the balance had to be paid which is understandable but not if its not my bill but they said because my name was on the lease Im responsible for the bill as well so Ive asked for some type of payment arrangement and they turn my services back on I have asthma and on and Nebulizer machine at times was told that they would set up the arrangements with me and turn services back on and as of today August 28th there still off lost all my food in my house and my thermostat reading 89 so can something please be done turn my lights back on and put me on a payment arrangement that balance thats owed isnt mine nor is it in my name Im a single mom on my own living on a fixed income to where I get paid once a month if I had known of the bill I wouldve paid something on it myself but it went on for almost a year so I never thought anything was wrong until the family moved out and services were disconnected

  

  Business Response

  Date: 09/02/2022

  September 2, 2022

  
  Better Business Bureau,

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

  
  Please note that, by their own admission, the customer is on the lease we have on file during the time frame the debt in question accumulated.As a result, they are responsible for said debt. Typically, it is required to resolve the full amount of the debt per the current status of electric service and the lease holders account where the customer is requesting to re-establish service.

  
  Dominion Energy has been a leader in efforts to assist customers in maneuvering through the negative effects of the pandemic by not processing disconnections or charging late fees and offering multiple alternative payment arrangement options for at least two and a half years. As we are gradually going back to normal company practices, we are willing to assist during this transitional phase to require only a portion of the total debt amount to complete the application for service request. The customer will need to contact the company helpline for the detailed requirements by calling **************.

   

  Sincerely,

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

• Initial Complaint

  Date:08/19/2022

  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.

  Contacted Dominion to start service on 8/17/22. Was told it'd be the next day before they could get the power on. Contacted them again on 8/18/22 and was told if it wasn't on by 4pm I would receive a phone call with a solution. Never received that call. I called them and waited on hold for over an hour just to be told the same thing. Now it's 8/19/22 @ 3pm and I'm STILL WITHOUT POWER. This cost me 2 nights in a hotel with my 2 young children. I asked for a credit on my account for the inconvenience and they told me to contact my renters insurance. It's not my renters insurance problem it's Dominions with their lies and false information.

  

  Business Response

  Date: 09/14/2022

  September 14, 2022

  
  Better Business Bureau,

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

  
  We have since contacted the customer directly to review their concern; the order of events and submitted a claim request on their behalf with instruction on the process to follow.

  
  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:08/19/2022

  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.

  We moved out of a rental property in *********** ** on 7/15/22. We requested to stop electrical service on that date. Dominion Energy voided our request without contacting us and are now trying to make us pay for service provided while we did not live there. Ive called customer service three times, had to wait over an hour to speak with someone and have been disconnected twice.

  

  Business Response

  Date: 08/23/2022

  Better Business Bureau,
  
  Thank you for the opportunity to investigate this customers concern regarding the account status changes.
  Records indicate all billing adjustments have been completed as of today, 08/23/22.  These changes will process overnight and be visible to the customer tomorrow.
  We regret the frustrations the customer has experienced and thank you for allowing us the opportunity to address the customers concern. If Customer Relations and Policy may be of further assistance, please contact us via email at ***************************************************************************
  Sincerely,
  
  
  ************
  Customer Relations & Policy
  **********************

• Initial Complaint

  Date:08/17/2022

  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.

  I got a payment plan with them they put me in to receive emails when my bill is due so I dont remember when I got an email from them telling me when my bill is due since I been I at my address I been getting paper bills and they kicked me out the payment plan and I had to pay 203$ to get back in my payment plan and I dont think thats right I got school clothes to get for my kids this the only payment I missed just because they enrolled me in email bill instead of paper bill

  

  Business Response

  Date: 09/14/2022

  September 14, 2022

  
  Better Business Bureau,

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

  
  It is important to note that Ebill is an option for a customer to access their billing information online instead of receiving a paper bill in the mail. To protect customer information the data is not sent via email. If the option is selected a customer will receive an email notification that the billing is ready to be accessed. One would then need to utilize their secure login information on the Dominion Energy website to view billing information. The feature is only enabled upon request by a customer. Review of the account confirmed that ***** was initiated on 6/15/22.
  
  Any access to an account by a Dominion employee is time stamped identifying who and when. Our investigation revealed no access to the account in question by an employee on the date Ebill was enabled. Without direct contact with company personnel the request could only have been processed through a customer only access option. As a result, there was no negligence on the part of Dominion Energy regarding this matter.
  
  If you have any questions, or if we can be of any further assistance to you or the customer, please call us at ************** or email ********************************************************************************************************************.

  
  Sincerely,

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