Dominion Virginia Power

Review: Complaint with Dominion Virginia Power again!! Asked to be put on a budget plant but to not just look at the past year but to look at, at least 2 years. Paid it, then get a bill of over $1300 along with a disconnect. Nothing changed from last year with the exception of a little cooler spring but the heat was still turned off in March and the fireplace used. When asked to make payments, sure but $450 had to be paid to continue service. Payment made; no more contacts made. Ready to make the next payment and I cannot! Payment returned NSF plus a service fee. Contact the bank, funds available. Contact DOM; no excuses, pay or be turned off and the only payment method is a card with additional fees. They did NOT contact me when the payment got returned; bank stated there was no reason for the return, funds available. They find out there is a small business operating (legally for 3 years) on the property and DOM wants ALL they can get...GOUGE. They have been here before and now they want more. No changes here they just want to charge a business more. They say they "ride by" and read the meter; funny at the business I work at, they ahve to go to the meter and plug it in to read it. Stop gougeing; you do it because there is NOWHERE else to get electricty. YOU DO IT "BECAUSE YOU CAN"!!!Desired Settlement: I don't believe all these charges are ours but I want ALL the extra fees refunded. Acually come by and read the meter and stop guessing just because there is a business here.

Business

Response:

June 17, 2013

Review: We purchased our home in February 2015. Around April 2015, we received a letter from VA Power stating that if we wanted to be excluded from the Smart Cooling Rewards program to call an 1-800 number. I have called over 5/6 times asking for the device to be removed from my Heat Pump. Sometimes, I've been on hold for over an hour. Certain days during the week, they cycle my AC off and leave the fan on. This is usually from 2:00-6:00pm or 3:00-7:00pm. The inside of my house on these days gets to well over 80+ degrees. I've had to purchase an inside dehumidifier ($300) and had my local AC repair company out to service my unit twice this year thinking something is wrong ($99 per visit). VA Power continues to make the promise that someone will be out within 7 days each time I call to have the device removed. Yesterday, I was informed that they can see my tickets to have it removed however, its not filtering down to the removal department. I work from home and it makes for an uncomfortable afternoon working in the house with warm air. I just want the device removed.... please HELP!Desired Settlement: To have device removed from my Heat Pump ASAP! I would also like to be given a credit for the expenses I've incurred related to this device not being removed as promised.

Business

Response:

July 9, 2015

Revdex.com,

Thank you for bringing this customer’s concern to our

attention. We appreciate the opportunity

to research and investigate further.

Dominion is working to resolve the customer’s concerns surrounding

the Smart Cooling Rewards Program and we acknowledge the customer’s request to un-enroll

from the program.

Again, thank you for allowing us the opportunity to address

this customer’s concerns. If Customer

Relations may be of further assistance to you or the customer, please call us at

Sincerely,

Dominion Virginia Power

Customer Relations

Consumer

Response:

[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.]

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]

Regards,

Review: Dominions Virginia Power needs to drop all charges against me that have nothing to do with my current charges, plus extra charges added from my past budget save plan cost, after dropping me from the save budget plan program. Dominions Virginia Power has trumping up charges from the save budget plan program, which they allowed me not to pay for a lesser payment because of their save budget plan program. Since Dominions Virginia Power, drop me from this program; they have tallying up the total amount, which was cut by their budget plan, to a lesser amount for which I could afford. Now they are adding these past budget cuts amounts and using it against me to pay they pervious required amount in full after cut me from their saving budget plan. These charges have nothing to do with my current meter charges, but pervious budget cuts plan charges, which I did not had to paid, due to the program incentives, which Dominions Virginia Power chose to cut from my monthly payments, while making my electric bill affordable monthly in the amounts for me to paid due their plan incentives. Now they are threatening me with disconnection by 26 of August 2013, after mailing me these above erroneous charges which was billed/send to me 14 August 2013 dated, on the mail. I cannot afford these outrage charges, which is now more than my monthly mortgage.... This is the second time they are doing this and I did pay a great sum of money, toward these unfounded charges. The very first bill was over $2000.00. I decided to get military legal involved but now they turn right round again and send me billed for $1175.64 with another disconnection notice, for charges that had to do with the saving plan incentives, which I was not required to pay for lesser charges required by Dominions Virginia Power......Desired Settlement: I need an refund of my very first money paid against these outrage charges, which has nothing to do with my current meter bill, after I was drop from Dominion Virginia Power Saving Budget Plan.........

Business

Response:

Dear Revdex.com,

Thank you for bringing our customer’s concerns to our attention. The balance the customer references is an accumulated balance from a previous service address in addition to the current.

Our investigation revealed the customer of record was on our Budget Billing Plan, which helps customers manage their electric bills and minimize seasonal fluctuations. The Budget Billing Plan is not a savings plan; it is simply a budgeting tool based on 12 months of previous consumption at the location. The customer was removed from the Budget Billing Plan when we did not receive the budget removal notice amount reflected on the April 15, 2013 billing statement.

As a result, the total account balance became due and a disconnect notice was generated for the unpaid balance. On May 17, 2013, the customer contacted our Customer Care center and we offered a payment plan where the customer pays a fixed amount each month toward the unpaid balance, plus the current charges for six months. The customer agreed; however, on August 14, 2013, the payment plan was broken when we did not receive the requested amount by August 6, 2013. Therefore, another disconnect notice was generated for the unpaid balance.

We have been communicating with the [redacted] and as requested provided billing statements from 09/12/2013 – 08/13/2013. To date, we have not received a response from the customer’s legal counsel since our fax transmittal on August 22, 2013.

Again, thank you for allowing us an opportunity to address this customer's concerns. If Customer Relations may be of further assistance to you or the customer, please call us at [redacted].

Sincerely,

Dominion Customer Relations

Review: I called and talked to customer service about getting services cut back on in my name last week. I was told the acct had been sent to CBE and was given a phone # to call & was told once bill was paid through collections, I could get services back. I called in this morning 8/31 @ 8:00 and was told that there was a note that I was told that I have 2 accts that need to be paid before getting services back. I informed the rep that was not the case & she repeating herself this is what the note says. I asked to speak to supervisor. She got on the phone & told me I only had 1 acct and that was the acct that was with collections. She asked me for the number so that she could call them, came on the phone & told me it did not work. She then said the collection agency did not open up until 9:00 and that she would confirm with them that I paid the 896.12 (which is settlement) and call me back to get the process started of restoring services. She told me to bear with her because Mondays are busy and it may take a little longer. I hadn't heard from her by 4:30 so I called back in and got someone and she informed of the same thing (2 accts need to be paid). I informed her of what happened this morning and asked to speak with the supervisor I spoke earlier. She told me she could not transfer me to that supervisor but to another, which is what she did. The supervisor got on the phone and informed me that the previous supervisor had made a note indicating she told me services could not be restored until both accts were paid in full and that she could not get in contact with the collection. I told her that this was not the case and she kept telling what the note said. I told her that she could go back and listen to the recorded phones calls and see that nobody told me of a second account and that the notes are not accurate. She would not listen to anything that I had to say. This is unacceptable and very unprofessional. they give false info & lie in their notes.Desired Settlement: I would like my services restored. How could I have 2 accounts and why did not someone tell me when I first called. I would like a return phone call to proceed with getting my services back on. I think someone is trying to embezzle money.

Business

Response:

September 3, 2015

Revdex.com,

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

Dominion has resolved the customer’s inquiry about service connection. The Company made telephone contact to the customer and clarified previous telephone conversations concerning account notifications. The customer appears to be satisfied with the Company’s position in this regard.

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 a[redacted]

Sincerely,

Consumer

Response:

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.]

Regards,

This is in regards to previous complaint ID # [redacted]. I was told previously by Dominion Power representative [redacted] that I had an outstanding bill that needed to be paid and once it was paid that my power would be restored. The bill was paid and I was told that I needed to send in a copy of the lease. I advised that I could not send in a lease because the property belongs to me. They told me to send in a copy of the deed and this was done. I am now being told that power cannot be restored until I pay a bill that was in someone else's name. Can someone call me ASAP. There is not a law that says you are responsible for someone else's bill. I was also told that I have been living at the residence the whole time, in which this is not the case. The supervisors are very unprofessional - they go by what's stated in the notes instead of trying to resolve the problem..... I would like to be contacted and this issue resolved ASAP. I would also like to speak to [redacted] since he was the person involved in this issue from beginning in helping to get this issue resolved.

Business

Response:

Revdex.com spoke with the business. The customer has been in contact with the business and has been provided more information regarding the balance due at the location.

Review: For the last 6 months my dominion power bill has increased over 100% compared to previous years. I have called them repeatedly to try to resolve the sudden, excessive and inexplicable increase in my power usage. They have been completely uninterested in assisting me. My latest bill for May 2015 in a month where I didn't even use my air conditioner was over $400, my highest bill to date. The bill for the same month a year ago was approximately $175. I have spoken to neighbors who are living under comparable circumstances, their bills are still under $200. There is clearly something drastically wrong and with Dominion unwilling to accept any responsibility or assist in getting to the root of the problem I don't know what else to do. If there is something wrong that I can fix I would love to know what it is but I can't fathom what could account for such a sudden and drastic increase in my bill.Desired Settlement: Refund, repair and billing adjustment. Dominion power is a monopoly and is clearly uninterested in solving a problem that is effecting my quality of life. I've clearly been overcharged for months and feel powerless to do anything about it.

Business

Response:

Revdex.com,

Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.

Dominion is in the process of scheduling a Service Investigator to visit this customer’s residence to help assist in ascertaining the cause for increased consumption. Dominion has performed a meter test at this location 24 months ago. The results of that test indicate that the meter here is recording accurately. Depending on the results of the Service Investigator’s visit, another meter test may be necessary to validate the accuracy of the readings.

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, feel free to call [redacted].

Sincerely,

Customer Relations & Policy Specialist

Dominion Virginia Power

Review: last year I contacted Dominion & brought to their attention that they neglected to apply over a year of payments that had continued to cause late fees &@ that time caused my electric t be disconnected. this is what brought the mishandling to my attention. I had to work out a payment arrangement even though my account shouldnot have been delinquent, incurred fees for reconnection. once power was restored I could access the internet / my banking info, I looked into it, called Dom & it was noted they had been sending my payments to the energy share program not to my account. The payments were sent to my prior existing account # BUT for over a year prior they had also been sent there w/o an issue of being applied. all of a sudden in October 2012 was the 1st issue and then in october 2013 & for several months after. I was in a car accident not able to follow all of my bills as closely as one would like, so this went unnoticed untilthe disconnection. During our call the CSR found all the payments, credited them to my account, waived the reconnection fee, the 3.95 incurred for having to use the automated service to restore power. this was done because they were at fault. so with the additional payment that caused me to ruin mychildrens Bdays and Christmas, it put me slightly ahead of my power payment. I received a letter informing me my bill had been credited $** , it should have been over 200. so I called the CSR told me not to worry the reversal showed & it should correct itself next billing cycle. again I called, they confirmed my bill was $37&change, I paid 38. The bills still showed I owed hundreds of $ that were not accurate. They have never reversed ALL Of the late fees I incurred for that year of mishandling in which they already admitted fault, now my service is in danger of being shut off because they say I owe over 320 when it is more like 170. once they remove all the late fees they have erroneously chargedme that amount should also decrease. Now I have a week to pay or once again they will shut my power off. this is beyond wrong. it's bullying form a company that has a monopoly on eltric service in central VA.Desired Settlement: I would like all of the erroneous late fees to be credited to my account, and the bill to be properly updated so they will stop harassing me, and it will stop messing up my credit and payment history, I also think I should receive a letter of apology from Dominion and in writing the error was theirs so if there is future question of my payment record I have that for reference. I'd like for the m to stop using the monopoly they have on the service they provide to harass consumers. Obviously I'd like for my service not to be disconnected. Also they need to update my standing since they were closed when I called and I had to use the automated system to ask for a payment extension so they wouldn't shut services off.

Business

Response:

Revdex.com,

Thank you for bringing our customers' concerns to our attention. We have attempted to reach our customer at the daytime phone number listed. We would like to discuss the details of the account transactions with our customer but will respond at this time in brief.

Dominion offers customers the option of contributing to the EnergyShare Program by adding specific increments to their payment. Only accounts which hold a zero balance are eligible. Our customers' previous account was a zero balance after the account closed and the previous balance transferred to the new account. Our customer continued, however, to make payments to the old account number in the exact increments for EnergyShare contributions. The message below appears on customer statements:

Help a family in need through EnergyShare - add $1,2,5,10,20,25 or 35 to your payment. Overpayments in these exact amounts are automatically recognized as a contribution to EnergyShare. You may also mail a separate check for any amount payable to EnergyShare to [redacted].

Per ?????our customers' request, payments totaling $[redacted] ($** increments X8) were transferred to the new account. Late charges up to the date of transfer [redacted]. The current balance on the account is due from our customer and we suggest she call to set a payment arrangement to avoid interruption of services.

Please contact Customer Relations at [redacted] if you have further questions.

Dominion Customer Relations

Consumer

Response:

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.

As [redacted] points out I have received a phone call from her during the day time, which is when I am at work. It just so happens for the last 2 evenings I also Have had prior commitments when I get off of work and have not had time to return her call. SO I am not sure if the office is open when I am available, neither did I see an option for an evening phone when I filed my complaint, however I could have overlooked that since the frustration I have experienced with dominion.

Her message regarding that I made payments to an old account number is not what is contested. However, I have lived at this new address with the supposed NEW account number for almost 3 years. All of my prior payments ( not including the ones relevant to this compliant) to my knowledge have been accepted and applied to my current account. therefore dominion acknowledged that they knew where to apply payments for the old account as they had been accepting them up to that point for over year before the first discrepancy occurred. then they continued to accept payments to that account for almost exactly year as the next discrepancy occurred in October also.

Then each additional payment thereafter was misallocated. the calls are recorded, the notes document the discrepancy, fee reversals and proper allocation being made. at least 2 letters came to my house to notify me my account had been credited $25 . which was what caused me to call in and inquire what was going on. that CSR then looked at the notes and confirmed it was all handled properly and be reflected in the next billing cycle. Since Dom accepted payments for over a year to that account they knew where the money should go ultimately and had displayed such. Just because a foot note is added to the bottom of a letter does not mean that monies coming in is intended to go to their energy share program. if payment processor noticed an account has been "closed" for over a year, but all incoming payments have been applied to my current account then it should have raised a red flag in any company that was focused on customer care vs. the funds they obtain through their monopoly.

Dominion has already admitted fault and attempted to correct what needs to be corrected. they have created the paper trail in resolving the matter they just have NOT applied it to their system to update properly. again perhaps if I hadn't been laid in recovery from my vehicle collision I may have caught it sooner. but it is set up as an eft from my account in an attempt to make sure that at least enough was paid while recovering from my accident that my power would not be shut off.

If Dominion hadn't accepted payment s for over a year prior to this instance I may be willing to take some fault for this.... but they took payments tot hat account and transferred them properly for period exceeding a year, hence had established that it was an acceptable way to continue to make payment. and provided no notice that it would change ... again generic messages do not address a specific person or account.

Regards,

Review: Dominion charged me a 230.00 deposit because I had not had an account with them in the last 12 months. It didn't matter that I had an account with them from 2007-2012, which was in good standing. I had lived in Maryland from 2012 until 2015, so I was required to submit a letter of credit. The letter of credit was sent but my bill has a balance to include a deposit amount added. I have faxed my letter of credit twice. I should not have to pay an extra amount for a deposit. I think it's unethical to charge (penalize) people with good credit and good account histories a deposit. No other company does this to customers.Desired Settlement: Refund my money paid towards deposit.

Business

Response:

Revdex.com,

Thank you for bringing this customer’s deposit

concerns to our attention. We appreciate the opportunity to research and

respond as necessary.

As

a regulated utility, Dominion Virginia Power is governed by the Virginia State

Corporation Commission (SCC). In

compliance with our Terms and Conditions, on file with the SCC, we may secure

accounts with deposits. A deposit is

required for all new customers without previous satisfactory payment history

with us within the last 12 months.

We received

an acceptable Credit Reference Letter on December 2, and processed

a deposit waiver for $230. Current

account information is available by managing the account online at dom.com or by contacting us at 1-866-366-4357.

Again, thank you for allowing us the

opportunity to address this customer’s concerns. If you have any additional

questions, or if we can be of further assistance, please call us at

1-800-938-2118.

Sincerely,

Ms. K. C[redacted]

Dominion Customer

Relations & Policy Specialist II

Review: I received a bill from Dominion in the mail for Feb 10 through Feb 23; so for 13 days. It has $116.06 charge for those 13 days. This is outrageously high since the only breaker that was on was for the heat pump with the thermostat set to 50 degrees Fahrenheit. When I called to confront them about the charges the Rep could not explain them. She then transferred to another number with a 40 plus minute hold time with no call back option. I am a disabled Vet and could not be on hold for that long and had to hang up without my questions answered.Desired Settlement: I want a fair billing adjustment and an explanation of EVERY charge on the bill and not just, "well that is what it says."

Business

Response:

Dear Revdex.com, Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.In my telephone contact to the customer today, March 3, 2015, we discovered a new tenant is responsible for the electric usage during the time period in question. We backdated the turn-on service order for the tenant to Friday, February 6, 2015. A billing adjustment was processed and both customers will receive a corrected bill very soon. The customer is satisfied with Dominion’s resolution.

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, feel free to call [redacted].Sincerely,

Ms. [redacted]Dominion Customer Relations

Consumer

Response:

[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.]

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].

Regards,

Review: I live in Metairie, LA because I am in the military. I have a residence that I am purchasing at [redacted], VA 22192. I moved to LA in May of 2013 after 10 years of on-time payments with Dominion Virginia power. On January 29, 2015, my tenants at [redacted] moved out, and I temporarily re-established electrical power service in my name at the same address where I had established 10 consecutive years of on-time payments with Dominion Virginia Power. However, Dominion Virginia Power has a new policy that if a customer has not had service with the same company in the last 12 months, the same person has to pay $216 in the form of 3 deposit installments of $72 each. When I called [redacted] to complain, I was told that a secondary reason for the deposit installments was for an address change (i.e. change of service address). This is an unethical fee to customers who have 10 years of on-time payments (i.e. credit worthiness) and who have not changed their service address. Furthermore, when I attempted to restore service in my name, the customer user page at Dominion Virginia Power automatically created a new account number (while leaving the old account information available for review by me and Dominion Virginia Power). I understand that I will get the money back much later, but why should it be instituted in my situation? The discontinuance of my account was not related to bad credit; it was a valid move out of area. Furthermore, when I moved out, I was timely with the close-out of my account.Desired Settlement: 1. Discontinuance of the 2nd and 3rd deposit installments of $72. The second installment is on my current bill due on 21 April 2015. 2. Rapid refund of the 1st deposit installment of $72.

Business

Response:

April 1, 2015

Revdex.com,

Thank you for bringing this customer’s concern to our attention. We appreciate the opportunity to research and respond as necessary.

Dominion’s policy requires a security deposit from new customers and returning customers who have not had service with us in the last 12 months. Based on the results of our investigation, and as a courtesy to the customer, the Company has waived the requested security deposit.

In reference to new account numbers, Dominion’s billing system is designed to establish a new account number when there is a customer change at a specific location. Once a customer closes an account, Dominion is unable to recapture a previous account number.

Again, thank you for allowing us the opportunity to address this customer’s concern. If you have any additional questions, or if Customer Relations may be of further assistance to you, please call us at [redacted].

Sincerely,

Customer Relations & Policy

Dominion Virginia Power

Review: I am living off of the [redacted], 3 months out of the year I don't get paid while not going to school, as a result bills get back up from time to time. This was the case with dominion at which time I set up a payment plan for my bill, and explained that I don't get paid till after the first. Never was it explained to me that if I was late on my payment that the payment plan would break, even after being told that the payment would be due before the first, and me explaining that I don't get paid until the first. Furthermore I had the money on the first, but the due date was the 25th of the month prior, so since it was already late I did not bother rushing to make the payment, and planned on making it the next day that I had time to sit through 20 minutes of automated messages to actually make it, which ended up being the 4th of December. When I went to pay my bill I was told I owed 437.88, but my bill should have only been 127.80, naturally I assumed something was wrong and called customer service. At this time they told me that the payment plan was broken on the 2nd of December. When I told them I was never informed that it could break like it did they told me there was nothing they could do about it. Then they proceeded to tell me that I had a grace period after the 25th up to 5pm on the 2nd to make the payment before my plan broke, but then openly admitted that as company policy they do not tell customers anything about a grace period. Non of this information was given to me nor was it on my bill.Desired Settlement: I simply want my payment plan reinstated so that I can actually pay what I am suppose to owe and not have my electric shut off in the middle of winter for something that was the company's fault to begin with for not giving me all of the required information.

Business

Response:

December 12, 2013

Review: There are two issues here from your drop down menu:

1)The failure to respond to phone calls or written requests for assistance or support. 2)An unreasonable or excessive delay in completing a repair.

After an inspection from an electrician, I contacted Dominion on or about Feb 3 2014 and submitted pictures showing the schedule 40 conduit they use to run the electrical cabling to my house is funneling water to my meter box. This water also turns to ice during the cold weather and posses a safety and electrical hazard. The water/ice that is being channeled by Dominions conduit to my home, not only can damage my meter box but when it overflows it can damage the breaker box inside my house. It also is causing damage to the utility boxes of my other service providers who are adjacent to the schedule 40 conduit that is funneling water to the area. The inspecting electrician put a temporary hole in the conduit to relieve the water. Dominion has promised to replace and seal their conduit but they have never kept and appointment nor honored a schedule on this matter. I have also sent numerous pictures of the problem via email to Dominion.

------------------------------------------------------

I have contacted them via email about 9 times,and over the phone. Then 1st contact was on or about the 3rd of Feb 2014

They 1st time set a date to replace and seal their conduit by the 26th of Feb, 2014 That never happened.

Then they said it would be done on the week of the 4th of March. That period also has come and gone with a no call, no show, no response from Dominion

Here are recent email conversations on the subject:

Thank you for contacting Dominion.

Our records show a completion date of 02/26/2014 on work request number [redacted]. The work may be completed prior to this date.

We have requested our Service Department to contact you to provide any updates.

Sincerely,

Customer Care & Energy Management

Dominion Virginia Power

________________________________________________________________________________...⇄ />
Dear Valued Customer,

Thank you for contacting Dominion. We have received your email and will work diligently to complete your request within 3 business days.

Sincerely,

Customer Care & Energy Management

Dominion Virginia Power

----- [redacted] Wrote -----

The order is not only to replace the Pipe but to SEAL the entrance of the pipe (conduit) which is the reason water is getting into the pipe. There is no seal to prevent water from entering the conduit. Further, if there are cracks they are happening because you are allowing water to get in the conduit, which freeze and causes cracks as the ice swells. You wont resolve the problem just by replacing the conduit, but by SEALING the entrance. The water your conduit is channeling to my meter box is can cause damage to the box. In addition, when the water your conduit is channeling spill out in empties on the boxes of the other service providers who may also sustain damage when the water becomes ice.

I first notified you and requested service about this condition on the 3rd of February 2014. This is now the 1st week of March. You are now saying the "during the week of the 4th of March".... We have bypassed many fair whether days during this stretch and now return back to the snow days.

Please expedite your response. I also need a 4 hour notice of any shut down of power.

Thank you for your service. I trust that you will find my bills are paid and current. [redacted]Desired Settlement: I would like them to start and complete the Job. This type of replacement can be done in less than 2 hours and would prevent Major damage to my home , my meter box and the utility boxes of other service providers.

They have not been honest nor have they done any work at all to replace their conduit.

I am asking that they replace their damaged conduit and completely seal it ([redacted], and [redacted] all seal their work like professionals)to prevent water from entering the conduit and being channeled to my meter box and in home breaker box.

Business

Response:

On March 27, 2014 a Dominion construction crew went to the home. Customer had not cleared area of private facilities in front of the riser pipe so we were not able to replace. The riser has very small cracks and does not pose a safety concern at this time. Dominion did select a location along the cable route where we dug down and broke the existing conduit. The break would then allow for drainage of any future ground water that was entering the conduit. We do not anticipate a future problem with ground water entering the meter base through the riser. Customer appeared satisfied with the work.

Consumer

Response:

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.

While I appreciate Dominions response and attempt to rectify the problem, I am taken back by their characterization of the issue. The issue has always been the water entering the conduit at a location near the electrical transformer that is then channeled by the conduit down to the property and into the meter box and finally into my electrical breaker panel. The resolution was 1) to seal the entrance to the conduit at the point of origin. Dominion has failed to do that. They attempted to seal the entrance to the base stand which is provided by Dominion. 2)It was not necessary to remove the small 4x4 retainers. When Dominion had the hole dug and busted the the pipe to relieve the water pressure being funneled to my house they could have very easily, disconnected their cabling, detached their base stand and slide it out over the cables, then slide a new base over the cables.

The ground was already dug up and there was no need to remove the small retainers, which incidentally would have taken about 5 minutes with no major effort, if they had just asked. The point here is the base conduit could have been removed just by sliding it out. The retainers were not preventing this and Dominion dug around them with no problems. I attempted to offer suggestions but the foreman seemed edgy so I left. The attached pictures will show that it was very easy to just slide the base stand out and replace it while the attempted the repair.

So Dominion has not completed the work. The main concern I have is the Water will still be channeled into the conduit and at some point the pressure will find or create an opening. This is an easy remedy. just by sealing the entrance at the point of origin and not only at my base. I am please that they have attempted repair. I am not pleased that they did not replace the stand which is cracked nor seal the entrance to the conduit.

Review: My wife and I moved from [redacted] in the summer of 2010. We decided to rent our condo out. Before we moved, we contacted Dominion Power to stop service. We gave them our forwarding address and paid for the services we used. We never heard from Dominion again until over a year later I received a bill from a collections agency. I couldn't believe that Dominion didn't send a bill to my forwarding address but went right to collections. I paid the bill right away. Now I'm trying to buy a house and this is still on my credit report. I even noticed something on my report from March of 2013. I was not living in Virginia nor did I have an account with Dominion at this time. I moved back to Virginia in August 2013.Desired Settlement: I would like the collection on my credit report taken off. I would also like a letter for me to give the credit agencies saying that this bill was taken care of!

Business

Response:

Revdex.com,

Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.

We have reviewed the handling of the account in question and find that adequate attempts were made to notify the customer of the final balance on this account.

We have spoken to the customer and advised him of the steps needed to remove this reference from his credit report. Please note that Dominion Virginia Power does not report bad debts balances to credit reporting agencies. Only collection agencies take that step.

We advised the customer to contact Customer Relations if he needs further assistance in resolving his concerns. We believe the customer is satisfied with the suggested resolution.

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, feel free to call [redacted]

Sincerely,

Customer Relations

Review: I have lived in Virginia for four years, and I've had service for electricity with Dominion Virginia Power for those four years. I had service for electricity in three different residences, and they had made me pay a deposit twice I feel it is unfair I am struggling and I had to pay toward installment when I can't even afford to pay the bill they have gotten $150.00 from me twice for installment. I need them to apply the second installment because why should we have to pay a deposit when you don't pay your bill they turn your service off. The only time you get your installment is after a year of paying your bill on time why should this company be allowed to do that when customers who are having trouble paying their bills could use that money to be applied now to the outstanding balances. I am a customer that is having tremendous problems paying my bills, and I have had service in different states such as NJ before I moved down to Virginia I didn't owe any money to the local Public Utility Company : [redacted] so I didn't feel like I should of been made to pay the deposit initially, but I did. Then when I relocated to a different apartment they made me pay another deposit, but I couldn't afford it so each time I paid my bill they took the installments amounts out causing my bill to be underpaid. Please help companies like this shouldn't be allowed to charge deposit fees when they will turn your service off when you don't pay the bill. I have medical form on file because I have two small children with severe asthma they have nebulizers that need electricity. I need them to apply me deposit of $150.00 to the bill that is outstanding I am trying but I could use my deposit now not a year from now or when I move.Desired Settlement: I want my deposit applied to my outstanding balance.

Business

Response:

October 31, 2013

Review: I vacated a property on the 1st of June of 2015. I initiated the cut off of service to this location for electrical services in May. The 1st date that Dominion could get out was the 10th of June. I was no longer a resident of the property and I informed them as such. I have no access to the property. I have no control over the owner of the property. I have no control over the new tenants of the property. I am still receiving bills for this property. I have called multiple times to have this resolved only to be told that it is my responsibility to allow someone access to the meter. Short of breaking and entering, I HAVE NO PHYSICAL CAPABILITY OF ALLOWING ACCESS TO THIS PROPERTY. This is not my responsibility and I will not be held to such. I have contacted the owner of the property who informed me that in past circumstances the power bill was simply transferred back in their name. This is what I had requested from the start of the situation. If left up to the tenants they would simply live without another bill as far as I know. I can not force them to put a bill in their name. All I can do is seek legal counsel on how to get the bill out of my name, and stop the harassment from Dominion to pay a bill that is not mine, which I am pursuing at this point. The fact that this has gone on for 2 months is simply ridiculous and unprofessional. I have wasted countless hours on rectifying this situation to no avail. As a side note, I have never once missed a bill, let alone a bill from Dominion Power. One would think that loyal customers would be treated with a bit more reasonable action.Desired Settlement: I want the entire bill taken out of my name, and may be seeking compensation for time and harassment.

Business

Response:

Revdex.com,

Thank you for bringing this customer’s concerns to our attention. We appreciate the opportunity to research and respond as necessary.

Dominion regrets the difficulty that this customer experienced in attempting to successfully complete his request. Dominion attempted to access this location to perform the customer’s request but was unable to gain access. Dominion has since completed the customer’s request as originally requested. The customer will not be responsible for any charges past the date of their original request. We apologize for any inconvenience.

Again, thank you for allowing us the opportunity to address this customer’s concerns. If you any additional questions, or if we can be of any further assistance, feel free to call [redacted]

Sincerely,

Consumer

Response:

[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.]

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]

Regards,

Review: This is the email that I sent to the company. It has been 15 days and I have not received any kind of response.

To the Manager of Dominion Virginia Power:

This email is in regards to some company billing policies that have left my family in a financial burden. I want to first start by saying that I have been a Dominion Power Costumer on the the budget plan for a long time. I have never had an issue with your company or the budget plan until recently. I have always taken comfort in knowing that I could pay my budget amount every month and that your company did their best to make sure that my budget amount reflected the most accurate meter usage so that I would not be left with a huge account balance at the end of my budget billing cycle. Until your companies meter equipment started malfunctioning I was NEVER left with a huge account balance at the end of a budget bill cycle. In dealing with this situation two policies were brought to my attention and are policies which I do not believe to be in your customer's best interest.

The first is not reevaluating and adjusting a customer's budget bill when a broken meter is replaced. Our meter was not working properly for at least 6 months if not more of our budget bill. When your company replaced the meter they did not recalculate our budget amount knowing that it was an inaccurate budget bill amount to pay. This led us the aquire a huge account balance. The second policy change that could have saved us from acquiring such a huge balance is lowering the amount in which budget bill account balance must reach in order for the account to be recalculated from 600 to a lower amount.

Our account balance continues to rise and so do our budget amounts. This presents such a hardship for our family and I have discussed this issue with numerous employees in your company.One employee originally offered to give me a one hundred dollar goodwill credit then it changed to a seventy five dollar credit. Because your company ‘s billing policies partially led to our account balance reaching such a large account balance I wanted to talk to a manager to see if they could increase the goodwill credit originally offered. The manager was unavailable at the time and they were suppose to get back in touch with me. They never did. I have two small children and a husband who works 24 hour shifts for the fire department. I am unable to spend an excessive amount of time on hold waiting to to talk to a representative and even longer to reach a manger.When I tried to call the wait was extremely long and I was unable to wait on the line for that period of time. Now they are saying that not only can they not offer any additional credits but my time to use the first credit offer has expired. I was never told that there was a time limit to use the credit that I was verbally promised. I would appreciate a timely response in regards to this matter as well as a review of your policies so that this does not happen to another family.Again I am very concerned about your current billing practices and the failure of your company to follow through with verbal promises. Hopefully this matter can be resolved and a complaint with the Revdex.com does not need to be filed. I do not want your policies to leave another family in a financial hardship.

I hope to hear back from you about this incident soon. Please contact at your earliest convenience at [redacted], or email me [redacted] Thank you for taking the time to read my letter.

Sincerely, [redacted]Desired Settlement: Review of budget polices and some compensation for the account balance that occurred because of an incorrect budget amount based of faulty equipment.

Business

Response:

June 4, 2014

Revdex.com,

Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and investigate the customer's issue.

Dominion made telephone contact to the customer on June 3, 2014, and discussed concerns. Due to a non-recording meter issue and prior customer conversation, a goodwill credit was applied to the customer's account to offset the customer's previous billing adjustment. The customer is satisfied with the Company's resolution.

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,

Dominion Virginia Power

Customer Relations

?

Consumer

Response:

[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.]

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].

Regards,

Review: HVAC broken due to faulty equipment installed and illegally removed from my property. I wanted all parties to be present to figure it out but they waited til we left and went into my gated backyard and removed the damaged device so that I could not get the second opinion that dayDesired Settlement: I would like my Dominion Power Bill which has tripled since the installation of this BOX on my HVAC system reduced by the amount of service repairs that had to be made my home HVAC system for damage done for a service that Dominion Power brought to my Door Step ([redacted]) home office is in Atlanta Ga. The merchandise BOX was removed from my home without my concent and more damage was done to the HVAC system as a result. This made me have another service call. The third service call for the HVAC was a total replacement under warranty but all labor out of my pocket. I bought this house from redevelopement Housing and my qualifications were that expenses not exceed 33 percent. At this point my Dominion payment is more than my Mortgage. Someone help me. I am filing a complaint with [redacted] also today 3/05/2015

Business

Response:

Revdex.com,Inquiry was made to our third party vendor, GoodCents, who installed and removed the mentioned device. The information received indicates:[redacted] has denied the customer's claim. Based on their investigation and communication with her HVAC/Electrical contractor(s), [redacted] advised her that the switch has been tested and found to be functioning properly. Her contractor confirmed that the repair made was to a high voltage wire within the panel box inside her home.Her claim consists of damage to the breaker box, her refrigerator and her washing machine. As each of these is on a separate circuit and the switch was mounted to the AC unit and not the wall, it is not possible the switch installation caused her electrical issues.For this reason, Dominion supports denial of the customer's claim.Sincerely,[redacted]Customer Relations & Policy[redacted]

Review: My wife and I have been travelling the country since Aug 2014. We plan on getting back to VA mid March 2015. We have 2 people watching the house and on occasion each goes in to inspect. Both get in through the garage door using the exterior keypad.

On Jan 10 my son went to inspect the house. He could not get in. He thought the keypad needed a new battery. On the 11th he changed the battery and still could not get in. He checked the meter and it was not turning. We were in [redacted] at the time and could not be reached. I found out the electric was out on the 14th and notified Dominion via internet and voicemail. We were then and still are in [redacted].

In about 2 hours a lady called me back informing me that a service tech had gone out to check and there was power at the meter. She also told me that the neighbors had not complained and that there were 5 other homes coming off the feed. She told me it was my main breaker and I would need to get an electrician. I said to her that my main breaker in 15 years had not even tripped, let alone fail completely. She copped an attitude and said disrespectfully said it was MY problem. The comment was as paraphrased here, Go in flip all the breakers and your power will come back on, main breaker malfunction daily.

Since no one had a key, I called a locksmith.

The locksmith came out on the 16th. We had to wait a day to get a friend to coordinate a meeting with the locksmith at my house. They got in. Nothing appeared to be wrong except for leakage from both refrigerators. No breakers were tripped. The main breaker was flipped on and off several times. So I notified Dominion again via your website that day, the 17th. A very respectful gentleman called and explained that he had another tech go out to the house to check again. He claimed the tech said there was power at the meter. He reiterated that Dominion had been out to the house on the 14th and the 17th and found no issue between the meter and the street. He stated to me that from the back of the meter to the main breaker was my territory.

So convinced that it was my problem, I called 5 electricians. One said he would come out Sunday the 18th at 11am. He took the cover off the meter to check for power and noticed that the seal was black. And there was NO power at the meter. It is my understanding Dominion’s new seals are gray. Again, there was NO power at the meter, contrary to what I was emphatically told. I got back in touch with Dominion again via website and asked if he would like to talk to the electrician. He said no and dispatched a crew immediately. Within 5 minutes I got a call from the tech saying they were on the way to fix it.

It is also my understanding that black seals are contractors but is says “Dominion” on it. In any case, it is another understanding of mine that to check power at the meter one must remove the cover, which entails violating the old seal requiring a new seal. No such new seal was there when my electrician took the picture of the black seal. There is a new one on there now that is gray.

From the 9th to the 18th I lost all food in 2 freezers and spent over $1,200 to fly back to [redacted] and get the problem/cleanup solved. Plus it is apparent that I was lied to. The black seal is very old and was not removed to check the power at the meter on the 14th and 17th. If it was, it would have had a gray seal as it does now. See pictures below.

The power was restored after dark on the 18th. All lights and appliances came on. It was not my main breaker. It was Dominion’s issue somewhere between the meter and the street. Yet for 4 days(14th to the17th) Dominion insisted that it was my issue. It wasn’t. Is it common practice to have the customer diagnose the problem? Or better yet, hire and pay an electrician to do your job. I sincerely appreciate the expeditious service once you realized the problem was yours. But it was too late to avoid my having to incur the expenses noted below.

I am aware that equipment failure is not covered but Dominion’s two fake trips to the house are. Had Dominion actually checked the meter for power on the 14th I would not have had to make a superfluous trip nor call a locksmith and an electrician. On the 14th there was no leakage from the kitchen refrigerator as seen from the window. There was on the 17th when my friend got in with the locksmith. No mistaking the leakage. It was bright purple juice from thawed out blueberries. The leakage from the garage refrigerator was red. Pictures are available.Desired Settlement: Credit my account for expenses incurred due to Dominion NOT really checking my power.

Business

Response:

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

Review: Upon receiving another outlandish bill am disputing the billable kilowatt usage as stated on my bills as valid meter readings. My meter readings are not a true reflection of energy used. In my possession I have validation of time stamped & dated photos of meter readings from 5/1/14 to present. Their last reading 68529 against my reading 61082. I also had other persons validate these pictures & readings. I was told today that their representative that I requested to come to my home to validate what I was saying, (validate these readings, exchanged out my meter & verbally agreed with my readings) told them the meter readings DP had were correct. He stated to me I had been overcharged for a minimum of 7000 + kilowatt hours. When I showed him the pictures he told me to make sure I kept them. I was told today, my old meter which is in their possession, read what they say it reads & it will take 30+ days for them to check it to see if it was faulty & they would be going by what the meter stated. When I advised them if my old meter now has the numbers they say it should, then it has been tampered with. It made no difference I had these photos to dispute this. This corporation is the only supplier of electricity and as a customer

I have no other recourse on my own but to contact others who may be able to help.Desired Settlement: I have no problem paying for energy I use. I am requesting for my bill to be reviewed for the last ten months & be adjusted to the actual kilowatt usage and monies refunded for the over-payments.

Business

Response:

Revdex.com,

Thank you for bringing our customer's concern to our attention. We have spoken to her at length about the issues she raised. We advised her that Customer Relations has contacted all stakeholders and will follow the issue until resolution.

Our customer was very receptive and, we believe, is satisfied that her concerns have been heard and will be addressed to mutual satisfaction.

Please contact Customer Relations at [redacted] if you have further questions.

Sincerely,

Dominion Customer Relations.

Review: I called Dominion Virginia Power and request a payment extension on my bill. I paid $280 on my bill that was $477 leaving a balance of $197. Due to the cold weather there was a unforseen increase on my electric bill as many people. The refused to give me a payment extension of a few days and sent a technician out to disconnect service for $80. Dominions's customer service use to be excellent and now has downgraded. The reps all have attitudes and just want to rush you off the phone. It'as if they are intentionally sending someone out to disconnect service just so they can tag on the reconnect fee plus an additional deposit of $100. I wish there was another electric company to go with b/c I would surely switch providers. They said they can not do anything about granting me a temporary extension. I have a few friends whose electric bill is triple the amount of mine and have no arrangements or extensions but yet their service is still on. Dominion needs to practice fairly, and what they do for one customer they need to do for others. They need to make sure the amount I paid is reflected immediately.Desired Settlement: Dominion needs to practice fairly if they are keeping electric on for someone who ows $1100 the need to do the same for someone who owes $190. I also requesting that they do not add a $100 unauthorized deposit to my account just b/c I am late. Í have been in this situation before and a deposit has not been added. Stop trying to overcharge rob people for their hard earned money. The winter months raised everyone's bills so now you need grant arrangements and extensions regardless of previous arrangements

Business

Response:

Revdex.com,

Thank you for bringing our customers' concerns to our attention. Review of this account finds that an agreement was reached for a lesser amount of the notice amount in lieu of disruption of electric service.

Dominion offers payment arrangements and extensions to all customers as indicated in our "Terms & Conditions" filed with the Virginia State Corporation Commission. Adherance to arrangements is necessary in order for a customer to received these options for future balances if needed. Terms & Conditions can be viewed by accessing [redacted].

The customer stated in the complaint that an additional security deposit was added to the account in addition to the deposit already held. Review of the account does not support this claim.

It appears that this complaint was filed prior to the agreement reached to retain electric services. Our customer has been advised that the remaining balance is due prior to the next billing date.

Please contact Customer Relations at [redacted] if you have additional questions.

Sincerely,

Dominion Customer Relations

Review: Dominion was contacted in January about my budget bill questions. I was told by the representative that I had until the end of February to pay the bill in order to avoid removal of the budget bill. On February 25th, I went on the web site to pay the bill and the bill was 750.00 instead of 558 , but I am confused because it is still the end of February. They said they sent a bill reflecting the removal that I mysteriously , did not receive. I contacted customer and ask them to go back to the recorded calls, after waiting a week , I called back and was told that the calls did not reflect the conversation. This is incorrect information, all the way incorrect. This is the second major issue with this company and no resolution. I am still waiting on my deposit that they kept and told me that they took because of an issue with the meter which was crap. Spoke to a man, supposedly , a supervisor, who was a little on the rude side and also refused to escalate the issue.Desired Settlement: Refund my money from my 2003 account also or apply to my bill. I really wish someone would open another electric company.

Business

Response:

March 7, 2014