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Dominion Energy Reviews (382)

Because electric consumption is based on many factors, some of which are unique to particular customers, we cannot always explain the reasons for an individual customer's usage.  Therefore, we must rely on the accuracy of our meter to determine the accuracy of the bill.  Our tariff, filed...

with the Virginia State Corporation Commission, states that the meter should record at plus or minus 2% of 100% to be considered accurate.  As indicated by the test results below, the meter is recording accurately and the bills previously rendered are considered correct.Light load 99.68%Full load 100.34%Our investigation failed to disclose any conditions which would indicate your previous bills were incorrect.  We share your concern in this matter, but in view of our findings no adjustments are in order.

Dominion Customer Relations12:57 PM to me  Hello,Dominion East Ohio attempted to reach this customer by phone on 1-12-16 and 1-13-16 to advise her of the findings regarding her dispute. There was no answer; a voicemail message was left to return the calls. A letter was also mailed to this customer on 1-13-16 requesting that she call us at (866)344-6260, Monday through Friday from 8 a.m. through 5 p.m. There is no indication of her speaking with a manager and being told that she was being avoided. During the initial investigation of the complaint, it was determined that there is no record of this customer contacting Dominion East Ohio to cancel the new service request prior to the transfer of service or to advise the company that she never moved into the new address. On 1-19-16 the company issued copies of the bills showing the breakdown of what is owed. On 1-19-16 the company attempted to reach this customer by phone again; a voicemail message was left to return our call. A second letter was also mailed to this customer requesting that she contact us at (866)344-6260, Monday through Friday from 8 a.m. through 5 p.m.  Thank you,Dominion Customer Relations

[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: [email protected].
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response 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.
After calling  the number provided Dominion Power is still refusing to provide me with a general ledger of where my money went.  I need for Dominion Power to do either one of these solutions, provide me with a refund or provide me a general ledger of where my money went in their system in order for me to reconcile my records and account.  As a consumer I have the right to know where my hard earn government money went.
Regards,
[redacted]

May 31, 2017 Revdex.com, Thank you for bringing this customer’s concern to our attention.  We appreciate the opportunity to research and investigate further.   Dominion's Customer Relations and Policy department made two attempts to contact the customer by telephone on...

May 30 and May 31, 2017. Although voice messages were left each time; unfortunately, we have not received a return call from the customer.  Based on our research and investigation into the customer’s concern, our records show the customer’s electric service was interrupted for credit purposes.  Dominion recognizes we have customers that may experience financial hardship from time to time.  To help assist our customers, the Company has internal assistance programs such as budget billing, payment arrangements, short term extensions, or even third party assistance through the Department of Social Services. Further investigation revealed the customer’s breakers were in the on position, instead of off, upon our service technician’s arrival to reinstate service.  It is not safe for our service technician or the customer’s residence to reinstate service when the breakers are in the on position as this could create a safety hazard.   Based on the Company’s research, it does not appear the customer was made aware of this requirement. We regret this incident which resulted in a delay in the reinstatement of electric service. If you have questions, or if we can be of any further assistance to you or the customer, please call us at [redacted]  Sincerely,   Greg W[redacted]  Dominion Energy Virginia Customer Relations & Policy

Revdex.com:
I have reviewed the offer and/or response 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.
[Provide details of why you are not satisfied with this resolution.]The power to our parking and side street lights are still out and need to be repaired. Per discussion with [redacted] at the Revdex.com yesterday (April 2nd) concerning this complaint against Dominion Power, the recommendation was made by [redacted] to let the management firm for [redacted]'s HOA deal with Dominion Power to get the power restored. This management firm is [redacted]) and they have the account/policy number of [redacted] with Dominion Power. The person at [redacted] handling this issue is [redacted] and her phone number is [redacted].The Dominion Power ticket number for this repair is [redacted]. Per [redacted], $52,55 was paid by [redacted] to Dominion Power in March 2015 for power to [redacted] townhomes. There were no lights on during the entire month of March 2015 and that sum should also be refunded by Dominion Power to the account of [redacted].The request date for initial repair was made to Dominion Power on March 14th. To date, the issue has not been resolved nor has the power been restored.The resolution of this matter is to be handled between [redacted] and Dominion Power per suggestion of [redacted] at the Revdex.com.Please expedite restoration of power to the lights at [redacted] as soon as possible. We are in an urban area and it is unsafe to be in such a dark parking lot in the evening without lights.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, although I would have preferred to respond after I receive the check.
Regards,
[redacted]

They can resolve this complaint by refunding the $33 disconnect fee that I should not have been charged.

Dominion Customer Relations1:02 PM to me  [redacted] Revdex.com #[redacted] 2/25/16 On 2/22/16 DEO went to [redacted] for a meter change. Once the meter change was complete, our DEO service technician then relit the furnace and the water...

heater. He red tagged and left off the cook top due to the brass flex connector, and that the pilots would not light. Ms. [redacted]  advised the service technician that she lights with a hand lighter. The service technician then explained the issues with the cook top. He red tagged and left off the oven as well. He lit the pilot on the built in oven, and it lit but would not get main burner gas (possible bad safety or control). Ms. [redacted] was upset and stated that the unit worked before DEO arrived. This is a safety concern. The unit could have held connection to work the main burner while the pilot was on,  however once the gas was turned off, (the safety cooled) and the pilot relit, it may not generate the connection required to control the main burner gas. The oven may have worked before the gas was turned off, but once DEO tried to relight it, the unit couldn't make the connection. Ms. [redacted] would need an appliance repair person. All DEO did was turn off the gas to change the meter, and then start the gas back up. Ms. [redacted] stated that the unit has not been serviced in 27 years. 2/25/16 DEO called to advise Ms. [redacted] of the findings and she stated that she was contacting her attorney. Thank YouCustomer RelationsDominion East Ohio

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com, The debt in question has been extensively researched and findings presented to the customer. We found by reviewing phone recordings that the customer of record did in fact request the service for which the balance is being required. We mailed copies...

of the bill on August 7, 2017 per her request. A message was left for the customer also on August 7, 2017 to call for a payment arrangement. She has been given an extension until 5pm August 10, 2017 to make payment to avoid interruption of service as early as August 11, 2017.  If our customer wishes to set up a payment plan in lieu of full payment she can call Customer Relations & Policy at 1-800-938-2118. Sincerely, C. BoydCustomer Relations & Policy

On December 31, 2014 customer entered into a long term pay arrangement to assist with the account balance.  The terms of the arrangement were to pay $126.50 per month along with the current bill.  That is where the figure came from.  Unfortunately the terms of the agreement were...

not sustained.  Account details have been provided to the customer through our help line at [redacted].  The customer can view her billing and payment on line as well by logging into her account at [redacted]  A complete summary of past bills and payments are available there.  There has been no addition added to the account.

In the past 24 months the account has had all actual reads from the AMR. The most recent bill was the coldest billing period in 24 months. The bar graph on the 3-10 bill, displayed the usage. The actual read on 3-10 was 377.5. On 3/19 the customer called and spoke with an agent. A...

customer read was provided as 371.5 which was lower than the actual read on 3-10. The agent explained how to read our meter. • read and write down the number shown on the dials from left to right. • When the dial is between two numbers, record the smaller number. • When the dial is between 9 and 0, record 9 as the smaller number. An appointment for DEO to come out and reread the meter was scheduled for 3-20. The read on 3-20 was verified at 380.9. The account has been reviewed . The customer read on 3-19 could have been 380.5 which is line with the actual read on 3-10 and 3-20. The daily usage for the current month was .6 mcf per day . The customer did record a customer read on our website on 1-8 at 341.6. The actual read was the same date as 341.6. There is no customer read posted since the 1-8 .  Customer RelationsAkron Eastwood

According to Dominion’s records, the company made an attempt to reconnect the service on 9-11-15. We arrived at 10:43 am and left at 10:57 am. The technician was unable to gain access at that time and a card was left on the door to call and reschedule.. Our records show we have a reconnect order...

rescheduled for 9-15-14 between 8:00 am and 12:00 pm due to the fact this the next available date, due to the missed appointment on 9-11-15. On 9-14-15 I spoke with Mr. [redacted]. I explained to him why the order was scheduled for the next available date. I advised that his balance on his account is $69.67 with a due date 9-17-15. Mr. [redacted] understood and was satisfied with the explanation. Thank youDominion East Ohio

After initial contact with the customer, Dominion Claims Dept is handling the follow up directly with individual.

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.
GREG WILLIAMS IS NOT CORRECT! The address was set up at [redacted] by myself, where I resided.  I received ALL of my BILLS from Dominion AT [redacted] EVERY BILL STATED [redacted]! I greatly appreciate [redacted] False and deceitful response to this matter for I am currently in contact with his Supervisor.
Regards,
[redacted]

Dominion Customer RelationsJun 9to me [redacted] [redacted]Daytime Phone: [redacted]E-mail: [redacted]@att.net Id: [redacted] For the address of [redacted] Avenue, Cleveland, Oh [redacted]  and [redacted] Avenue, Euclid, Oh [redacted] - per the Auditor,...

the owner of these two address are [redacted]. Ms. [redacted] says she does not own them, so I advised Ms. [redacted] to contact the auditor if she has any discrepancy about this. For the amount of $588.40 – it is broken down as $51.94 for the address of [redacted] Ave and $536.44 for [redacted] Ave. Regarding the $51.94 for [redacted], as a onetime courtesy DEO removed those charges.  Regarding the $536.44 for [redacted], these charges stand. The service dates for this bill are from 10/17/2014 - 9/23/2015.  This bill was created thru a landlord reversion.  Ms. [redacted] had applied this program on this address which is when a tenant moves out of the home, the gas is not turned off but goes back into the landlords name – per the landlord reversion agreement.  The bills were mailed to the address that Ms. [redacted]  asked to send them to at:  [redacted] Avenue, Euclid, Ohio [redacted].  The address of [redacted], we received a cancelation of the landlord reversion on 6/2/2016, however, on 5/24/2016 the reversion was in effect so gas service went back into Ms. [redacted] name because a tenant moved out.  We have set up a turn off of service for her on 6/9/2016 between 8:00 – noon.  We advised her she needed to gain access for us to turn off the service but she said she has no access.  DEO cannot turn off the service if there is no access.  We did go to the home, but could not get into the home.  The gas service is still in her name and she was advised of this situation.This is an up and down home and someone lives in the up unit so therefore we cannot turn off at the street. We received paperwork from Ms. [redacted] and as of 6/2/2016 there is no longer a landlord reversion for the [redacted] address.  The address of [redacted]/10614 [redacted], we also cancelled the landlord reversion as of 6/2/2016. The customer feels this bill for $536.44 is covered under the Chapter  7.  We checked with our Bankruptcy department and they stated that any charges incurred before 1/22/2011 are covered under her Chapter 7, any charges incurred after 1/22/2011 are not covered under bankruptcy. Therefore, the customer is responsible for the $536.44. 6/9/2016 – We have spoke to Ms. [redacted] a few times, but I left another message for her today to call me to discuss her situation. Thank youVickie M[redacted]

September 25, 2014
Revdex.com,
Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and investigate this issue.
We regret the customer was inadvertently set up at the wrong address; however, the correct billing adjustment...

has been made and explained to the customer. Additionally, Dominion applied a goodwill credit toward the customer’s account and placed the customer on a suitable payment arrangement.
Again, thank you for allowing us the opportunity to address this customer’s concern. If Customer Relations may be of further assistance to you or the customer, please call us at [redacted] Sincerely, [redacted] Dominion Virginia Power
Customer Relations

[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: [email protected].
Regards,
[redacted]

Original notice expired on 3/2/17.  We do not have record of a requested pay arrangement.  Left messages for customer, but customer was able to secure fuel assistance and service was restored on 3/8/17.

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Address: 701 E Cary St, Richmond, Virginia, United States, 23219

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