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Dominion Energy Reviews (229)

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User Reviewer9486820 time 16.05.2018

October
6, 2016
Better
Business Bureau,
Thank
you for bringing this customer’s concern to our attention.  We appreciate the opportunity to research and
investigate further.
Dominion
made telephone contact to the customer and discussed high bill concerns.
Additionally, the...

Company exchanged the customer’s meter with a new meter. The
Company forwarded the customer’s old meter to our Meter Shop, located in
Richmond, Virginia for a time-run meter test. Our tariff, filed with the
Virginia State Corporation Commission, states the meter should record at plus
or minus 2% of 100% to be considered accurate. 
When the
time-run meter test is complete, the Company will notify the customer regarding
the meter test results.
In
regard to learning more about Energy Conservation, the customer may visit our
website a[redacted] and enter Energy Saving
Tips in the search field or feel free to contact our Customer Service Center at
[redacted]
Again,
thank you for allowing us the opportunity to address the customer’s
concern.  If Customer Relations and
Policy may be of further assistance to you or the customer, please call us at
[redacted].
Sincerely,
Greg W[redacted]
Dominion
Virginia Power
Customer Relations & Policy


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User Reviewer9166584 time 11.05.2018

Revdex.com,
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
 
While it is never our desire to interrupt electric service to our customers, we use various channels to communicate...

pending credit action.  A review of the customer’s account revealed a notice was displayed atop the electronic bill generated on 10/22/14.  On the same day we mailed a separate notice to the mailing address on file.  Additionally, two courtesy calls were made using the phone number listed on the account on 10/27 and 11/04; on each occurrence a person answered.  To protect our customer’s privacy we furnished copies to the customer via email to review. 
 
The payment receipt information was reported after normal business hours on 11/06; therefore, the service was restored the next day.  In the absence of negligence on the part of Dominion, no billing adjustments are warranted.
Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if we can be of any further assistance, please call us at [redacted].
Sincerely,
[redacted]
Dominion Customer Relations


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User Reviewer8536201 time 03.05.2018

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Was not uncertain and was told by the person I talked to that they would be looking into which contactor was in the area at the time and would follow up. Dominion power contracts the company so yes the fault lands on dominion power for contacting such rude contactors.
Regards,
[redacted]


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User Reviewer8487032 time 02.05.2018

Ms. [redacted] has had several accounts with DEO. Her most recent address of [redacted], Cleveland, Oh 44102.  DEO did not require she send in proof of who she was on any one of her accounts. This is normal procedure and when a customer calls to establish service, the information given is trusted to be that of the customer's. Last year Ms. [redacted] called regarding her previous DEO balance and the account in question was brought up. That call was made February of 2014 and was available for review.  However, regarding the call to start service in 2008, DEO is required to retains records for 3 years. Unfortunately, this call can't be retrieved. DEO called and advised Ms. [redacted] of all this information.  She stated she is having a problem retreiving documents because this was so long ago. I asked her what documentation does she have and she stated student loan information with what her address was. I advised her to send in any information that she may deem helpful. She stated ok and thank you. Dominion Customer Relations


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User Reviewer8456186 time 02.05.2018

October 3, 2014
Revdex.com,
Thank you for bringing the customers' concern to our attention.  We appreciate the opportunity to research and investigate further.
Dominion made the appropriate billing adjustments to the customers' account on October 2, 2014.  We regret...

the circumstances that led to the billing issue.  The customers are very satisfied with the Company's resolution.
Again, thank you for allowing us the opportunity to address the customers' concern.  If Customer Relations may be of further assistance to you or the customer, please call us at [redacted]
Sincerely,
[redacted]


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User Reviewer7898705 time 30.04.2018

Dominion Customer Relations1:01 PM to me DEO Response8-25-16 8-25-15 Dominion Customer Relations contacted Supervisor for Construction and Maintenance.  He stated that he had spoken with Ms. [redacted] and everything is now resolved. He apologized for any confusion with the...

communication and gave her his cell number in case she has any other questions or concerns. She had a plumber fix her leak, so no turn off should be necessary. 8-25-16 Dominion Customer Relations contacted Ms. [redacted]. She confirmed that she had spoken with the Supervisor and everything is now resolved and she would be contacting the Revdex.com to advise them of the same. Dominion Customer Relations apologized to Ms. [redacted] for any inconvenience this may have caused her.She appreciated Dominion East Ohio calling her back. Dominion Customer RelationsVR


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User Reviewer9157464 time 30.04.2018

Dominion Customer RelationsMay 6 to me  [redacted] ID [redacted] A work order was scheduled to turn on service on 5/5/2016.  This is an all day service order for a turn on for non-payment. A DEO Technician arrived at the home...

at 14:46 pm (2:46 pm) and waited for 11 minutes.  No one was home.  The Technician  left a note on the side door that we were there but no one was home.  The Technician had to move on to his next stop and he left at 14:57 (2:57 pm). The next service order to reconnect is scheduled for today 5/6/2016. I called the customer and went over the issue with her, the customer was satisfied and thanked me for calling her. Thank YouVickie M[redacted]Customer RelationsDominion East Ohio


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User Reviewer8404828 time 30.04.2018

[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.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], 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: complaints@richmond.Revdex.com.org.
Regards,
[redacted]


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User Reviewer8757548 time 29.04.2018

Revdex.com,
Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.
 
We understand economic conditions may cause difficulties for our customers; therefore, we abide by credit practices...

that are both fair and economical.  We offer short and long-term payment arrangements to help bring accounts to a zero balance over time and prevent disconnection of electric service.    
Our research revealed the customer’s account concerns were handled fairly and professionally.  Based on the customer’s payment history we are unable to offer another extension in lieu of the payment arrangement already offered to the customer today.
We realize this is not the desired outcome; however, we trust our customer will understand our position. Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if we can be of any further assistance, please call us at [redacted]
Sincerely,
[redacted]
Dominion Customer Relations & Policy Specialist II


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User Reviewer8483646 time 29.04.2018

Dominion Customer RelationsApr 15 to me Hello,Below are the findings regarding Revdex.com ID [redacted].According to Dominion East Ohio records we did our due diligence on giving this customer the opportunity to schedule the DOT inspection prior to the service being turned off which would have avoided...

the reconnection fee. Several notices were mailed out. An initial notice advising that access is needed to the meter was issued on 9-23-15. On 1-26-16 the 1st request was mailed, on 2-9-16 the 2nd request was mailed, and on 2-23-16 the last warning was mailed. The company also attempted to reach the customer by phone on 2-2-16, 2-16-16, and 3-1-16 to no avail. There is no record of this customer speaking with the company regarding the appointment prior to the shut off.The statement that which was prepared on 3-3-16 also advised the customer of the shut off notice; the company completed the turn off on 3-21-16. This customer contacted the company on 3-21-16 to restore the service; after completion of the service order the reconnection fee was billed to the account; the charge will stand.The inspection is a requirement of the company’s Minimum Federal Safety Standards.                                                                        On 4-15-16 Dominion East Ohio called Mr. [redacted] to advise him of the findings. A message was left on his voicemail advising him of the findings. The contact phone number was provided for him to call with any further questions. The company also issued a please call letter.Thank you,Dominion Customer Relations


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User Reviewer8573852 time 29.04.2018

[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.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that they only offer one resolution and considering I do not have any other choice in the matter, I have to agree at this point. I would like to remain on the budget plan for the next month or so and then see what my usage will be. After that point, I would like to re-evaluate my account to see if there is another option that would best suit my needs. 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: [redacted].
Regards,
[redacted]


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User Reviewer8418512 time 29.04.2018

[redacted] (Energy - 5) <[redacted]@dom.com>12:29 PM to me Dominion East Ohio spoke with the property owner, Mr. [redacted], regarding the unauthorized usage charges  billed from 9/12/14-11/13/14 for the address on [redacted] Avenue NE, Unit Rear.  Dominion East...

Ohio has billed Mr. [redacted], the property owner, for the unauthorized usage charges based on the lease agreement that was provided, which stated that Mr. [redacted] moved into the property on November 1st, 2014. During our conversation, Mr. [redacted] stated that Mr. [redacted] had access to the property during the time of the unauthorized usage, and that he will be holding Mr. [redacted] responsible for the unauthorized usage charges. It has been explained to Mr. [redacted] that the landlord is requesting that he pay the unauthorized usage balance and that an agreement must be settled regarding the unauthorized usage charges between the property owner and Mr. [redacted]. Mr. [redacted] will need to pay his outstanding balance of $189.55, which includes a returned item charges totaling $104.45. Once paid, Dominion East Ohio will schedule a turn on order for the first available appointment with Mr. [redacted]. Customer RelationsAkron Eastwood


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User Reviewer7900132 time 29.04.2018

Hello,
Below are the findings regarding Revdex.com ID #[redacted].
 On 12-7-15 Dominion East Ohio spoke with this customer regarding the requested document. The company emailed him a verification of service letter to prove that he was a customer at the address in question.
 
A hard copy was...

also mailed to the mailing address this customer provided.
Thank you
Dominion Customer Relations


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User Reviewer8391973 time 28.04.2018

According to Dominion’s records, the company made an attempt to reconnect the service on July 2, 2015. Field Metering Service was unable to gain access at that time. Our records show we have a turn on order scheduled for July 9, 2015 between 12:00 and 4:00pm, because that is the next...

available date. On 7-6-15 I spoke with Mr. [redacted].  I advised him I would check the schedule during the day for an earlier appointment. He was satisfied with the explanation.   Dominion Customer Relations


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User Reviewer7552314 time 28.04.2018

Customer account has been noted as a "Life Support" account.  Recently updated from customer's doctor.  We are not able to zero out an account balance owed to Dominion.  In order to start "budget billing," the account must be brought current, no past due or arrears on the...

account.  Keep in mind, budget billing is not a discount on the bill, but rather a budgeting tool to assist customers to even out payments over the course of a year.  Many customers see a spike in their usage during summer and winter bill cycles.  Budget billing can assit in leveling out payments over the course of a year, though the amount of electricity used is still owed.  Accounts are trued up and budget billing adjusted, generally once per year.    Once a customer is on budget billing, regular monthly payments need to be made in the budget amount in order to maintain budget bill status.  We do have payment plans available for customers with past due balances.  Customers may contact our Customer Care and Energy Management center at [redacted] to discuss payment options with one of our credit advisors.


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User Reviewer8134721 time 28.04.2018

[redacted] (Energy - 5) <[redacted]@dom.com>12:40 PMto me  DEO records indicate that the account ended on 9-30-14 with a credit balance in the amount of $630.07.  On 11-13-14 the refund was approved, printed, and mailed to the Fort Myers, FL. address as the...

customer requested.  If the refund is not received after 30 days from the issue date, the company will place a stop payment on the check and begin the process of reissuing a replacement check.  This process takes approximately 7-10 business days. On 12-2-14 DEO Customer Relations spoke with this customer to advise of the findings.  If she does not receive the refund by 12-13-14 she will contact Customer Relations directly on 12-15-14 to start the reissue process.  Customer RelationsAkron Eastwood


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User Reviewer7797339 time 28.04.2018

Dominion Customer Relations2:24 PM (41 minutes ago)to me [redacted], CO [redacted] Re: [redacted]
[redacted] Revdex.com  #[redacted]. Regardless of the amount of gas used, Dominion East Ohio bills the Basic Service Charge on each...

statement generated, whether it is for a month or any portion of a month, as long as the meter remains open and the account is active. The Tariff establishing the Basic Service Charge was approved by the PUCO. The Basic Service Charge is a billing charge that is charged on every bill regardless of how many days is on the bill. If there is a 30 day bill or a 1 day bill, the full basic service charge will be on the bill and is not prorated. Below explains the charge: • The Basic Service Charge covers the cost of supplying standard customer service for emergency & non-emergency needs • Those costs include everything from meter reading & billing expenses to depreciation & property taxes on our pipelines & other facilities • Basic Service Charges consist of the Basic Service Charge, Automated Meter Reading Cost Recovery Rider & Pipeline Infrastructure Replacement Cost Recovery Rider o Applies to Residential, Non-Residential, & Large Volume • The Basic Service Charge is not prorated Ms. [redacted] was contacted regarding the basic service charge this is not a monthly charge explained to customer weather the bill is 1 day or 30 days this fee is charged and approved by the PUCO.   Customer was advised this is not and will not be prorated for the service charge it is not a monthly charge.    Ms. [redacted] was not in agreement.       Dominion Customer Relations


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User Reviewer8230235 time 28.04.2018

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 No resolution was mentioned on this response. Also there was no mention I made numerous phone calls to Dominion to check the status and each time they told me that someone would be out there that night.it was not as cut and dry as this response appears.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]


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User Reviewer7821209 time 28.04.2018

[redacted]
[redacted]
[redacted] , OH  [redacted]
 
       [redacted] called on Sept. 2, 2014 to begin service at [redacted]  Using Mr. [redacted] information as to where he was moving to, an appointment was...

scheduled for gas service  to be turned on for the third floor unit on Sept. 5, 2014. When Dominion arrived to turn on the gas service, Mr. [redacted]'s roommate was at the premise and advised that they needed gas service to the downstairs unit not the third floor. The technician called dispatch and was advised that the only accountholder was Mr. [redacted] and he would need to call to reschedule the turn on for the correct unit. Mr. [redacted] called Dominion to reschedule the appointment for the correct address of [redacted] Since Mr. [redacted] was providing the address as [redacted], the agent was not able to locate the correct meter to schedule the turn on. A meter number was provided but it was not a valid meter number. Dominion contacted Mr. [redacted] to resolve the issue leaving a voicemail on Sept 9, 2014.  Mr. [redacted] returned the call and gas service was turned on to the correct address. 
 
Mr. [redacted] requested a resolution of the security deposit being waived and three months of free gas service.  DEO is a regulated company and unable to provide free gas.  However, the security deposit was waived.


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User Reviewer8364748 time 28.04.2018

[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.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], 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: [redacted]I'd like to add that Greg W[redacted] from Dominion Power Customer Service was very responsive and I really appreciated his efforts to assist!!
Regards,
[redacted]


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