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.

  PO Box 298 Pittsburgh, PA 15230

• 

  Virginia Power

  11133 Fairfax Blvd Fairfax, VA 22030

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:08/15/2022

  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 received a letter for a bill due 2 business days after it was delivered. The bill was addressed only to my deceased father *************************** even through we should both be on the account. I was not able to log into the account to pay the bill through their website and when I tried to call there is an over 2 hour hold time with their hours only being during my work and the call has been dropped multiple times while holding. ******* was already set up for the account from my account that had been jointly owned with my deceased father which they have had no issue continuing to process for the past few months since my father passed until this month. The company is not allowing me a reasonable means to get in contact with them to resolve the issue of me accessing my account to pay this bill before the due date.

  

  Business Response

  Date: 08/24/2022

  August 24, 2022

  
  Better Business Bureau,

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

  
  We want to first express our sympathy for the complainants loss. The account in question, however, has never been a joint account and the complainant is not the customer of record. They will not be able to access an account online without the proper ************* set up by the customer. The account should also not remain in the name of the decedent. We have a process to allow a willing party to set up an account to accept responsibility for new usage. We have attempted to contact the complainant by the telephone number on file (same as on the BBB data), however it has proven to be invalid. As a result, we have been unable to make contact to assist with resolution. 

  
  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:08/04/2022

  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 moved out of my rental house in October 2019 however I was still being charged for electric after moving. Because of this by **** id over **** dollars and was sent too collections and effected my credit as unpaid ****. I have no problem paying what is owed up till oct 2019. But all other charges up into as recent as 2022 I do not feel responsible for charges listed above. Also my electricity was NOT on when we left. The house that we rented has been torn down weeks after we moved out. And a new house is now in place of the house I rented. Thanks *************************

  

  Business Response

  Date: 08/12/2022

  August 12, 2022

  
  Better Business Bureau,

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

  
  Upon thorough review of the customers concern, it has been confirmed that the company was not contacted to end service in their name at the address in question.  This conclusion was verified by the fact that each time a representative accesses a customers account, it is immediately time stamped with that employees information. Taking into account human error, even if a representative does not follow through on promised work, the system will still reflect that the account was accessed on any given day in question.  When a customer contacts the helpline, the account must be first accessed before any inquiry can be researched or any requested work processed.  In other words, nothing can be done without first accessing the account which will automatically reference who did so and when. 

  
  With that said, there is no record of the customer contacting ******************************************* since April of 2019. Per company policy, a customer is responsible for service until they have properly notified the company of a specific date to end service, after successfully completing the verification process. There is also no record of the customer going online to submit a request independently.  With no record of contact on file for the time frame in question, the customer has been accurately billed based on when a confirmed request to end service was received or other action was taken by another party.

  
  Although, we regret the inconvenience the customer endured our investigation confirmed that there was no negligence on the part of Dominion Energy in this matter.  Since the customer has not been held responsible for any usage after February of 2020,the vast majority of the debt in question is from when the customer admits to residing at the address.

  
  Please be mindful that the customer may still have some options available to them.  If there is a third party that is willing to accept responsibility for the timeframe in question (i.e. - new tenant or landlord) the billing will be adjusted accordingly upon receipt of a valid request for service by the applicable third party.
  If you have any questions, or if we can be of any further assistance to you or the customer, please call us at **************.

  
  Sincerely,

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

• Initial Complaint

  Date:08/03/2022

  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.

  Me and my wife had a joint account together which is account number ********** and on July ******* I sent up my own account which is **********. I received a **** for account ********** for period 06/21-07/12 for approx $92 with approx 800watts usage due Aug 2, 2022. I also received a **** for account ********** for period 06/21-07/21 for approx $131 with approx 1050watts usage due Aug 15. There is no way I should have two bills with the same billing period. I feel account ********** should be credited and it looks like that amount has already been added to my new account ********** balance due. I have called several times and have been told a supervisor will call me and as of today still no call back. I want to pay my **** but I will not pay twice for same period already billed. I am not getting anywhere with Dominion Energy and need this matter resolved.

  

  Business Response

  Date: 08/04/2022

  August 4, 2022

  Better Business Bureau,
  

  Thank you for the opportunity to review the customers billing inquiry. We regret the experience the customer expressed to the **********************.
  ******************************************* was able to provide our billing explanation to the customer. The customer is satisfied with the Companys response.

  
  If you or the customer have questions, or if Customer Relations & Policy may be of further assistance, please call us at **************.
  

  Sincerely,
  

  *************************
  Dominion Energy Virginia
  Customer Relations & Policy

• Initial Complaint

  Date:08/02/2022

  Type:Customer Service 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.

  Dominion Energy installed a new "smart" meter on our house, which has solar panels. After this installation our electric **** went up by ~50%. Normally, we pay a $6 service fee for the months of April through November. Our bills have been more than $60-100 higher since the meter was installed.Based on the solar company's measurements of how much power (kWh) my panels generate and how much energy we import from Dominion during these months, there is a major discrepancy. Also, there are numerous complaints about the inaccuracy of the "smart" meters.We initiated calls to Dominion in June to have someone come out and look at the meter. We were promised someone would call and make an appointment but no one came. Since June we have called 3 more times, were provided assurances of someone coming out but no one has called or come to our house. Today, we spent almost 2 h waiting to talk to a customer service person and they make the same promises.The company apparently wants to be paid for their service but does not seem to care about whether their charges are accurate.

  

  Business Response

  Date: 08/11/2022

  Better Business Bureau,

  A high billing investigation has been completed and not issues were found with the customer's service. However, we initiated a request for a meter test to confirm there is not issue on the side of Dominion Energy equipment. One the test is completed, results will be sent to the customer. 

  If there is an issue with the meter the customer will receive notice of any billing corrections that might result.

  Sincerely,

  ************, MEd. - Customer Relations & Policy Specialist II

   

  Customer Answer

  Date: 08/12/2022

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

• Initial Complaint

  Date:07/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Dominion energy several times over the past 12 months. I have buried power lines that run from the top of my property to my home, as well as along the back of my property to supply other homes. I have confirmed that Dominion has an easement. My home is on a downward grade, so water naturally flows down toward our property. I requested that "miss utility" come out to **** my property because we have been having issues with flooding and are needing to dig a ditch to divert water. When miss utility came out and marked the property, they marked the areas where dominions power lines are buried. These areas where the lines are buried have significantly settled/sunk to the point where they are ***** inches below the rest of the grade. These areas are now acting as collection points for water during significant rain and routing heavy amounts of water directly onto my property to including flooding against my foundation, flooding inside of my garage, and washing away of my driveway ($1200 repair out of pocket). Dominion refused to assist with this issue whatsoever. They have gone as far as to say it is "just the lay of the land." There own associate who came to my home stated otherwise. Miss utility stated otherwise. The major issue here is that I MUST divert this water, however I have to dig inside of dominions easement. One of their own associates told me your are "lucky" if the lines are buried to code. So I am expected to dig inside of their easement and hope that I do not hit their power lines. They offer no assistance. Absolutely atrocious customer service. I have contacted an attorney regarding the matter and will be sharing this experience via all appropriate social media and media channels. On the heels of a $330 million dollar settlement, I'm positive there are outlets that would be interested in sharing my experience and gathering info from those who may be dealing with the same. Do the right thing dominion.

  

  Business Response

  Date: 08/04/2022

  August 4, 2022

  Better Business Bureau,

  
  Thank you for the opportunity to review the customers sunken trench concern on his property.  We regret the experience the customer expressed to the **********************.
  ******************************************* held a 3-way teleconference with the customer on 8/4/22 and provided a suggested course of direction and instruction for the customer. The customer is satisfied with the Companys response.
  

  If you or the customer have questions, or if Customer Relations & Policy may be of further assistance, please call us at **************.
  

  Sincerely,
  

  *************************
  Dominion Energy Virginia
  Customer Relations & Policy

  
  

• Initial Complaint

  Date:07/26/2022

  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 own rental property at ********************************************************************* I have phoned Domintion about a down power line that has no cover on it several times in july 2022. My tenants *************** and *************** have several small children that could be injured if they touch it, the electrical line is about 3 feet off the ground. I only ask that they cover the line safely

  

  Business Response

  Date: 08/02/2022

  August 2, 2022

  
  Better Business Bureau,

  
  Thank you for the opportunity to review the customers work request concerning an entrance cable for his rental property. We regret the timeliness on getting this done for the customer during his previous contact to us. This work request job has been completed.  
  

  If you or the customer have questions, or if Customer Relations & Policy may be of further assistance, please call us at ************** or email us at ********************************************************************************************************************.
  

  Sincerely,
  

  *************************
  Dominion Energy Virginia
  Customer Relations & Policy

• Initial Complaint

  Date:07/23/2022

  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.

  Dominion started an online paying system on there website in November 2021; at least it appeared to be new, as we were previously unaware of it. We used it then for our monthly payment (processed by them 12/06). They then claimed it was returned by the bank because a stop pay was placed on it. Our bank says no such payment was ever presented to them on our bank account by Dominion, No returned payment exists, and no stop pay for this or anything else exists on our bank account. They must have billed someone elses account, and they stopped payment (as anyone would do). We wound up behind on our **** and set up a payment plan in May, 2022. We used their system again, and the exact same thing happened - they claim the bank returned it because of a stop pay placed on it, and our bank says no such thing happened, and again Dominion did not present anything to them. Dominion refused to tell us our own banking info. They have on record except the last 4 digits of the account number, which matches, and they refuse to let us update it/change it/correct it/re-input it. We were further behind, and they threatened to disconnect. We set up a new payment plan with even higher payments that we really cant afford, and made our first payment using the old method that we used for years - my check free ( originally the only way to do it). They said using that would be fine. A couple of weeks later, we got a letter from Dominion in the mail with a copy of our check (apparently that system generates a check) saying they no longer accept checks from this account (our account), and it was not processed and has been destroyed. They are threatening to disconnect in 6 days, but are not allowing us a way to pay them. They said they would investigate the problem with their online payment system and get back to me within 24 to 48 hours. We are now more than 72 hours, and we have not heard back.This is ridiculous. I wish I could switch companies. I am retaining a lawyer.

  

  Business Response

  Date: 07/25/2022

  Better Business Bureau,

  
  We have reviewed the account activity for the last 18 months and found the following:

  
  *From 1/19/21 until 11/30/21 the customer made no payments.
  *Payment arrangement set 11/5/21 for 24 monthly installments
  *Balance as of 12/1/21 $1,344.73
  *Payment processed 12/1/21 for $106.39
  *Payment returned 12/6/21
  *Disconnection notice 3/17/22 Balance of $1,584.60
  *Payment arrangement set 3/30/22 for 24 monthly installments
  *Payment processed 5/10/22 for $126.30
  *Payment returned 5/16/22
  *Disconnection notice 5/17/22 Broken payment arrangement Balance $1,743.61
  *Payment arrangement set 5/23/22 for 24 monthly installments
  *Payment processed 5/24/22 for $130.00
  *Disconnection notice 7/18/22 Broken payment arrangement Balance $1,993.01

  
  Paymentus is the third-party vendor used by Dominion to process payments. It is not a new vendor. Payments are processed based on bank account data entered and that is the case with this account as well. Neither Paymentus nor Dominion determine what data is enter by customers.

  
  The customer the options to set another payment plan for 18 monthly installments.This requires a down payment of $499.00 no later than 7/31/22. Payment can be made by credit card online or by cash at an authorized payment center.

  
  If the customer wishes to discuss his concerns further, he can call me at **************.Office phone hours are 8:00am-5:00pm Monday-Friday.

  
  Respectfully Submitted,

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

  Customer Answer

  Date: 07/26/2022

  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.
  
  No offer was made except to ask me to put down $499.  The original offer was to add a little to each monthly payment, No money down.  They broke the agreement, not us.  We sent them money as per the agreement via my check free, which they said, We could use to do so, and they sent back a copy of the check (with voids stamped on it) saying we wont accept checks on this account because of 2 returned checks in the last 2 months; this check was not processed and has been destroyed.  My bank did not return any checks on this account during the last 12 months.  It turns out after further research, their company informed me that their system appended 2 0s to the front of our account number each of the 2 times we used their online pay system, so it was rejected as an invalid account by the bank both times.  We did not key it in like that, so this is a computer error - their computers, and they need to own up to either directly with me or in court.

   

  Thank you,

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

  
  

• Initial Complaint

  Date:07/21/2022

  Type:Customer Service 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.

  About a year ago we gave Dominion access to bury power limes in our yard. We were told this would eliminate power outages at our home. We were contemplating on buying a whole home generator but we decoded not to due to the burying of the power limes. Since buried we are still the first ones out and the last ones on when there is a storm, rain or winds above 20 mph. We were lied to so they can have access to our property to bury lines.

  

  Business Response

  Date: 07/22/2022

  July 22, 2022

  
  Better Business Bureau,

  
  Thank you for the opportunity to review the customers outage inquiry. We regret the outage experiences the customer expressed to the **********************.

  
  Dominion Energy Customer Relations & Policy made telephone contact to the customer and discussed his concern. As discussed,the customer understands his service is underground; however, before service goes underground it is over head. This means when a tree falls onto the power lines, the fault may occur upline or downline resulting in an outage in the customers neighborhood. Other outages were caused by equipment failure, ice/snow, strong winds, and lightning strikes.

  
  Customer Relations notified our Grid Planning and ******************** about the customer's recent outages. The Company will continue to monitor its facilities and keep the customers area on its radar. Even with our best efforts to minimize outage occurrences, Dominion Energy cannot guarantee uninterrupted service.

  
  If you or the customer have questions, or if Customer Relations & Policy may be of further assistance, please call us at ************** or email us at ********************************************************************************************************************.

  
  Sincerely,

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

  Customer Answer

  Date: 07/25/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me as the company has admitted my area is the worst for power outages due to negligence on their part. 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,
  
  *******************