Dominion Virginia Power

Review: My electricity bill was $161.06 for the month of July 2014 and went up to $392.00 for the month of August 2014. There were no changes in use, no new appliances, no additional household members. It seems like every 6 months my bill increases/doubles, last service fee search was in Dec/Jan 2014. When I contact Dominion Power customer service, the only explanation I receive is that this is what the meter reads. In the past I have requested installation of a new meter and was told that there isn't anything wrong with the meter. It is sad that Dominion Power has the monopoly in providing electricity in Richmond area and we as customers are at their mercy.

Our household consists of my husband and my self, we are both employed full time and not at home all day. We do not have children and believe in conserving energy. We have lived in this home for 10 years and have never had a bill for $392.00!!!Desired Settlement: To have a monthly electric bill that is realistic.

Business

Response:

September 30, 2014

Revdex.com,

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

Dominion made telepphone contact to the customer on September 22, 2014, and discussed the high bill concern. On September 24, our representative conducted a field meter test for the customer. Unfortunately, the meter's Encoder Receiver Transmitter (ERT) malfunctioned; however, the meter itself passed its time-run meter test. Subsequently, because of a mismatch meter reading between the ERT and dial meter readings, the Company has made the appropriate adjustment for the customer and exchanged the customer's meter with a digital meter. The customer is satisfied with the Company's resolution.

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

We have been without electricity for 3 days.. They promised today and have not seen anyone yet.. I have a 2yr old and a 10month old baby.. This is ridiculous .

Review: dominion came to shut off gas and in the process broke my water lines because they mistakenly dug up water line instead of gas line. my family is without water and has not had water since 2-17-2015Desired Settlement: DesiredSettlementID: Replacement

I would like dominion to repair what they broke.

Business

Response:

Our Claims Department has reviewed the allegations regarding [redacted] of the water line that was in question. The damage is clearly related to corrosion. The image obtained does depict the corrosion leak on the line and it is readily apparent the condition of the line is not related to our excavation. Had the line been struck or damaged by a backhoe, there would be very clear differences; the line would be severed, or scraped, pinched etc.

DEO Claims Supervisor discussed this matter with the water department. At no point did they indicate our employees admitted to damaging the line. They advised they never actually saw the damage; we had placed a clamp over the corrosion hole to limit the amount of water that was exiting. They advised they had assumed we cut into the line using a saw, thinking it was our gas line because of the mismarked water box. Our employees were fully aware that this was not a gas line and at no point did we cut into the line or otherwise disturb the line. We would not operate our saws on an active gas line without the gas being shut off.

The most likely scenario is that while excavating near the line the removal of dirt, previously compacted around the line, allowed for more water leakage. Removing the dirt is not a negligent act and the existing condition of the line is what is at issue here. Based on the foregoing, the company has respectfully denied Ms. [redacted] claim related to the water line.

Concerning Ms. [redacted] claim for costs associated with a contractor response to her property. Dominion would be happy to investigate those claims further and asked the customer to forward a copy of the invoice to Mr. Saulnier for consideration.

Dominion East Ohio 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.[Provide details of why you are not satisfied with this resolution.]Regards,

I was told by the city of[redacted] that there was no leak until Dominion started digging. During their excavating a leak occurred and as the home owner I should not be responsible. I was also told that there was a leak inside of my house I had to hire a plumber and he reported no leaks in the house. I was never informed of a gas leak until after the excavating. I was also told that Dominion should not have been messing with the water line at all because it did not pertain to the gas line. As you can see from the Dominion pictures if that is actually my line, the water line was fully exposed. If there was a gas leak why did I have to fight so hard with them to repair it? I am the one who reported to Dominion first that a dominion worker who came to turn gas back on was reporting a gas leak. I called Dominion while the worker was still in my home and they were unaware of a leak at the time of the call.

Review: On June 12th, 2014 the power line in our back

Yard was struck by lightening during a storm. It left a live line down in our yard. I promptly contacted Dominion, numerous times. During one of the calls, which I have a recording of, an employee asked me if I had turned our breaker off. I replied no. Their employee replied, "good." However stuff in my house was starting to pop and smoke. I had informed him of this. On my second call, I believe it was, I was informed the first person had filed my report incorrectly. By this time, most everything in our house was popping and smoking. I then requested a manager. She told me the report was filed incorrectly. As well. She also told me the only way to get a crew to my house to fix the line that day was to call 911. The fire department would get them there. She also questioned the accuracy of the rep telling me good about not turning the breaker off. The fire department said I should have, however by then everything was fried. They had to check and make sure nothing was arcing, make sure our house was safe. I filed a complaint with dominion, which was denied. On the basis that their rep's reply of good either had a different meaning of agreeance, or the rep was not speaking to me. I was told by the original manager, as well as their lineman and the fire department , that not only was I told wrong, that Dominion would deny the claim.Desired Settlement: We would like to have our items, that were damaged due misinformation, replaced. Items, work done to make our home safe again, deductible for our home owners insurance, etc.

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 facts related to the incident at our customer’s residence. After a thorough investigation of their claim, it has been determined our Claims Department acted in good faith and upon authorized precedence in their decision. This occurrence was caused by lightning and is termed an “act of nature” which is beyond reasonable means of prevention on the part of the Company or its employees. In the absence of negligence, we must again, respectfully deny the claim. We trust you understand our position. 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*-[redacted]. Sincerely, [redacted] 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.

We are not contesting that what happened was an act if nature, or an act of God. We are contesting how the situation was handled. If your rep isn't trained on how to handle these types of situation, then why even ask if we had turned the breaker off? He did ask, so we took that as he was trained for this. His response of good, would be taken by the vast majority, if not all people, as a confirmation of the correct action. Otherwise we would have turned the breaker off and not be out +/- $5k. Once he confirmed not shutting the breaker off, we were concerned if we did we would be electrocuted, or make the situation worse if we attempted to turn the breaker off. That is our issue, feeling we were given incorrect information by their rep, that directly resulted in the loss of our stuff. That is what, and why, we feel domino is responsible for the loss of our property. Their employee instructed us, and we followed what we were told. Thank you for your time!

Regards,

Review: I called in to schedule new service and was told that I have two outstanding balances from prior residencies. I am aware of one balance for [redacted] in the amount of $65, but there is a balance of over $400 from [redacted], that I am unaware of and asked for a bill or proof. I was unable to gain this information. Well, now my new service is on "hold" status because Dominion expects me to pay these two balances. However, I was told that these balances could be carried over on to my new account. I would like proof of the $400 balance due before anything happens. Additionally, if it proves that I owe the balance, I would like a payment plan established so I can continue with my new service ( acct# [redacted]. Old rover acct#[redacted] I would need proof that my information was used to establish the [redacted] account.Desired Settlement: Please provide appropriate documentation that the account was established in my name with my information. Additionally, I would like a payment plan established and the account rolled over into the new account. Dominion is asking that I pay the balances plus 1/3 of the $232 deposit. This is too much for me to pay at this time.

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 regret the misunderstanding between our customer and our Customer Care associates. We attempted to reach the customer by telephone to no avail.

Our research revealed the new turn on service order for October 31st was systematically placed on hold in error. As a result, we released this service order from hold. We verified the two outstanding balances for the previous service locations in question are accurate for our customer of record. In accordance with the customer’s request, we furnished copies of the closing bills for the electric accounts via email. The customer was advised of the required action to proceed with the new service request.

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]

Dominion Customer Relations & Policy Specialist II

Review: About a year ago we lost one leg of power they put a "dry box" on our back porch for a week and then later dug up a portion of our yard to make said repair. During that time our light bulbs burned out extremely fast, as well as other items we found weird. On September 18,2014 we called to report our electrician had found a problem with the power being supplied to our house. This issue caused a power surge that resulted in all of our 110 breakers to receive constant 240 volts. This resulted to the lose of the majority of our appliances and electronics. I was told that a claims specialist would investigate. I received no phone call but upon receiving a letter I called the claims agent on our case and asked what was going on as no one had asked for any information from us. My call was returned and I was told a local agent would investagate and I would hear something back the week of 10-6-2014 thru 10-10-2014.

I was never contacted by anyone and received a letter on 10-7-2014 stating they are not liable for the damage our personal property suffered.

In the original claim letter it stated we needed to keep all the damaged items the letter dated September 26,2014 . I asked the claim agent how we were supposed to keep a driveway full of damaged items until they chose to get back with us. She said do what you need to do, file with your insurance.

We do not have insurance and the renters insurance on the property does not cover surges.

I don't understand how they are not responsible for the faulty equipment which supplied the power to our home that was damaged, but on our side of the meter we are. No one even inspected the wiring, as we have it.Desired Settlement: It would be helpful if they could at least cover half of the items we lost.,

2 refrigerators

as well as all the food

dishwasher

washing machine

dryer

microwave

one month old flat screen tv

13" tv

internet router

internet modem

[redacted] coffee maker

Pool Pump (which now we cannot clean the water in our pool or pump it out)

we also had to re run all coaxile cable as our entire internet /cable system was destroyed.

It would be nice if someone actually called us and investigated the incident and let us know that they are aware of all the facts

Business

Response:

Dominion pays claims for customer loss when there is evidence of negligence on the part of the company. In this instance the neutral failed without warning. The event was unanticipated and was not the result of any action by Dominion. Matters of this nature are addressed in our "Terms & Conditions" as filed with the Virginia State Corporation Commission. Should the electric service fail or be interrupted or become defective for any cause beyond the reasonable control of the company, the company shall not be liable for such failure, interruption or defect.

Again we do respectfully deny claim for damages.

Review: Please note to ensure that additional DVP Customers are not subjected to the unsatisfactory customer service I received today, I am directing this written concern to your attention. When I attempted to pursue this via the chain of command within the company, [redacted], rude and insensitive, shut me down by saying, “I could not speak to her supervisor”, and there was no additional office or person that could/would assist me. In essence, she had the final word, last word, and only word.

I am an educated woman, and graduate (Master’s Degree in Counseling) of [redacted]. I am knowledgeable enough to know how to circumvent her absolute attitude. Customer Service Excellence is crucial to a business. Often monopolies which lack competion may rest on their laurels. Employees without customer service feedback may compromise customer service excellence. By sharing my concern, I hope transparency will promote employee; training on identifying issues, finding compromises, and presenting alternatives when requested by the customer. Customers are not requesting to break company policy but to find fair and manageable solutions.

Background Information: 10/9/2014, I spoke with [redacted], Customer Relations & Policy Associate, regarding the 10/7/2014 disconnection of my services (Account # ###########) due to a transfer of a $538.02 prior bankruptcy charge. It was shared during a September DVP conversation, and during my conversation 10/9/2014 with [redacted], that my prolonged unemployment status would prohibit me from paying the large amount. I requested and was denied a payment installment similar to that of the deposit installment, which would be more manageable. [redacted] was very rude in her responses, refused me an opportunity to speak with her supervisor, and refused to refer me to any additional DVP personnel for further assistance per my request.

I am requesting a resolution to the disconnection, and to have reconnection of my DVP services. With good faith, I hope the concern regarding [redacted]’s unsatisfactory customer service will not fall on deaf ears. Customer Service Excellence training for [redacted] is needed.. [redacted] failed to provide the requested assistance, and exhibited inappropriate customer services behavior. Eventually, choices regarding electrical service suppliers will be made available in the [redacted]. Customer service satisfaction will ensure that Dominion Virginia Power will remain the customer’s first choice.Desired Settlement: Customer Service Excellence training for [redacted] failed to provide the requested assistance, and exhibited inappropriate behavior. A fair and manageable payment arrangement on the $538.02 transfer amount. DVP reconnection of services.

Business

Response:

Revdex.com Case #[redacted]

Thank you for bringing our customers concern to our attention. We had the opportunity to discuss the utility account in detail and provided the customer with a lesser amount to address the current inquiry. Unfortunately, the customer is not able to honor the terms of the agreement at this time. A Billing and Payment Statement has been provided to the customer for her records.

A thorough investigation has been conducted and we will address any opportunities to improve on our customer experience.

Sincerely,

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

October 20, 2014

Re: Dominion Virginia Power Customer Relations Coordinator Response to my October 9, 2014 correspondence.

Dear [redacted]:

Please note it is unfortunate that a resolution could not be reached. A summarization has been prepared and itemized in this correspondence. Thank you for your time.

1. Yes, the utility's response a smoke screen (for appearance sake only) opportunity to a discussion of the utility account with [redacted]

2. The lesser amount to address the current inquiry, and terms of the agreement was unconscionable. So unfair that I could not agree to them. Gross one-sidedness in favor of DVP, the "monopoly' with superior bargaining power. DVP corporate greed appears to override consumer/customer need.

3. I had previously presented practical, manageable, and realistic amount/terms of agreement to address the current inquiry.

4. Documentation of both proposed amounts/terms of agreement have been compiled for the Richmond Revdex.com and will be forwarded to you.

5. The lack of Customer Service Excellence by [redacted], was down played.

6. When formidable and historical monopolistic institutions such as the [redacted] and the [redacted] can be held accountable/reprimanded for business ethics and practices, errors, and misdeeds, utility corporations such as Dominion Virginia Power should be investigated and held accountable too.

7. Upon reviewing [redacted] Dominion Resources (DVP) time has come.

SUMMARY OF PROPOSED AMOUNTS/TERMS OF AGREEMENT PROPOSED

I. Credit Inquiry proposed amounts/terms of agreement per [redacted]

$538.02 credit inquiry amount. Apply $104.00 of my currently held $200.00 deposit. I pay

$300.00 upfront for service restoration. The balance of $134.02 to be paid in 6 month installments. DVP will retain the $100.00 remainder of my deposit.

II. Credit Inquiry proposed amounts/terms of agreement per [redacted]

$538.02 credit inquiry amount. Apply $104.00 of my currently held $200.00 deposit. I pay $200.00 upfront for service restoration. The balance of $234.02 to be paid in 6 month installments. DVP will retain the $100.00 remainder of my deposit.

Please note I asked [redacted] to include this information in his response to the Richmond Revdex.com filed DVP complaint. To work in the DVP ever-present cloak of secrecy is nothing more than a diversion of hiding the truth/facts. Furthermore, I requested to hear an alleged DVP August 2014 conversation, in which was alleged that I agreed to a payment arrangement. This request was avoided/denied too.

Currently my DVP services have been disconnected for over 10 days, which provides for the entire $200.00 deposit to be applied to the $538.02 credit inquiry amount.

Please note DVP EnergyShare and/or emergency funding is not available through the Salvation Army/church affiliations which I have contacted. Assistance with my utilites through family/friends is manageable in the least reasonable amounts.

My proposed budget is manageable, realistic, and practical to all involved. Had the alleged August 2014 DVP Customer Services Representative, or Customer Relations & Policy Associate, [redacted] utilized Customer Service Excellence this matter would have not escalated to this point.

My resolution, a restoration of service as soon as administratively possible with an equitable, fair, manageable, realistic, restoration fee and installment plan. Customer Service and delivery of services be accountable governed by accountability and responsibility to the customers which must rely on DVP.

Respectfully Submitted,

[redacted]

Review: We have had a Water Heater Program for four years with Dominion Virginia Power and have paid our bills each month on time. The hot water program is on our Dominion bill, listed under the heading of “[redacted]”. The wording makes it sound like a division of Dominion Virginia Power and there is absolutely no indication on the bill that [redacted] is a separate company (also under the general umbrella of Dominion Corporation). To say the least, this manner of billing is highly misleading, and had we known the truth we would not have purchased the insurance.

About a month ago our hot water heater broke down. We called the customer service number on our bill and were given another number. We set up a service appointment and two days later a service representative showed up at our door, took a quick look at our heater, and with a smirk announced that our heater was not covered, showing us some fine print in pale letters on the back of his service form. Apparently heaters with a capacity over 66 gallons are not covered and our heater had a 73 gallon capacity. He told us that he has had many service calls where the same issue arises. We live in a townhouse development and the heater is standard for all the houses – there is nothing unusual about it. No one asked us anything about the capacity of the heater when we purchased the warranty or at any time since. If a company issues insurance and collects it for four years surely they have a responsibility to make certain that what they insure meets their criteria for insurability.

We called the number for [redacted] to complain and only then discovered that it is not a division of Dominion Virginia Power but in fact is a sister company that bills through Dominion Virginia Power. We asked how we could register a formal complaint with them and were told that this was impossible. Complaints are handled through their “[redacted]” and customers are not given a phone number or address or any other way of reaching them to discuss their concerns. The representative said she would inform them of our complaint and that we would be informed of their decision in several week.

We find this entire manner of doing business to be at the very least highly misleading and at worst outright fraudulent. We were without hot water for 5 days, during a time when the weather was very cold and we were both ill. We finally had to call [redacted], who installed a new hot water heater for us. We do not expect Dominion Virginia Power to compensate us for the cost of that heater ($1,720 for a 75 gallon heater, including installation, drip pan, extension tank and permit), but we feel it is only fair that we be compensated for the cost of a hot water heater of the capacity that the insurance covered , i.e. 66 gallons.Desired Settlement: We feel it is only fair that we be compensated for the cost of a hot water heater of the capacity that the insurance covered , i.e. 66 gallons.

Business

Response:

Customer enrolled in the water heater Repair/Replacement program on 3/3/2010. On 3/6/2014 customer filed a claim that their water heater was leaking. On 3/8/14 a technician went to the residence and discoverd a functioning yet leaking hot water heater. Repairs would require replacement to resolve the issue. The hot water tank was a 73 gallon natural gas unit. As expressed in item 3 of the Terms and Conditions the program only covers water heaters up to 66 gallons in capacity. Since the customer was never eligible to receive any benefit from the program due to size of the tank, we have refunded all premium payments in the amount of $[redacted]. Refund check mailed to customer 3/27/14.

Review: I am definitely baffled at what kind of operation they have going on at Dominion. I live in a 1300sq ft town house. I am away from home 3/4 of the day. I am curios at what would cause my electricity bill to be $322 a month to be precise for the month of Jan. I would like to know where they come up with this figure.

I do 2 loads of laundry a week. Cook about 4 times a week. not to mention quick meals. My tv is hardly ever on all day and on a few times in the week for about 3-4 hours maybe 4 times in the week. I am concerned that we are being cheated out of our pockets,

Our latest reading has come out to @280 dollars another ridiculous amount.

I called Dominion to get a full break down of these charges and was unable to get an explanation. I made this call on 03/15/3016, the rep could only refer back to 2015 and not what should have infront of her to give me a good understanding on why they charged me this amount. I was transferred to theDesired Settlement: Refund or credit to my account. The explanations I have received have all been hypothetical, It could be this or could be that, or could be this or that.

No sensible explanation.

Business

Response:

March 16, 2016

Revdex.com,

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. After listening carefully to the customer, the

Company suggested to use our recommended thermostat settings for the winter (68

degrees) and summer (78 degrees) to conserve energy use. Additionally, the

Company ordered an on-site meter test for the customer to ensure the meter used

to bill the customer is functioning properly. After the onsite meter test is

scheduled, performed, and completed, Dominion will mail the official meter test

results to the customer.

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 1-800-938-2118.

Sincerely,

Greg W[redacted]

Dominion Virginia Power

Customer Relations & Policy

Review: I have owned a property in [redacted] for about ten years; lived there for about 5 years and had to move to [redacted], where I live now. Records will show that when living in the house and subsequently in between tenants in the house, I have always paid the electric bill in full and on time. I also have excellent credit. Problem is that Dominion have now started charging a $500 deposit on anyone starting new service. This is not good practice as it indeed puts a heavy burden on those requiring electric service, including myself. I also do not believe I should be charged this as I have been a good paying customer of theirs previously. It just looks like they have thought of a good way to get extra money from people - I am told it would not be returned until if or when I stop service. $500 from any new person with good credit is just dishonest.Desired Settlement: I want the demand for $500 deposit to be removed from my account and the moneys paid to be returned. My first payment to them will not be received by them until February 23rd so there is still time for me to change my check.

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 has communicated with this customer since receiving

this notification from the Revdex.com and has been able to address

their concerns. Dominion explained the policy and procedure involved with the

application of residential security deposits and the customer’s options.

Again, thank you for allowing us the opportunity to address our

customer’s concern. If you have any additional questions, or if we can be of any

further assistance, feel free to call 1-800-938-2118.

Sincerely,

Daniel [redacted]

Dominion Virginia Power

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] As I mentioned over the phone I am still concerned about the change in method when someone opens a new account and prefer the previous method, before it was changed a year ago, whereby a person's credit history and also history with Dominion be taken into account, as is the usual method with other utilities.

Regards,

Angela [redacted]

Review: In February of 2014, I opened an account with Dominion and was charged a $200 deposit. I was told that after nine consecutive on-time payments, or 12 calendar months, I would be refunded the deposit. It has been more than one year, and I have not been refunded the deposit. I called in February of this year (2015) to ask about the status of the deposit, and was told that since the deposit was paid in installments, I would not receive the refund until June - when the last installment was paid. Today (June 15) I called to ask again about my deposit, and I was told that since I had moved in (Feb 2015), my 12 months started all over again, and I must again make nine consecutive on-time payments before I can receive my refund. I asked whether I would be required to make a deposit every time I move - which tends to be each year since I do not own a home - and the customer service representative I spoke with, wasn't sure. My service has not once been suspended due to nonpayment.Desired Settlement: I want my refund returned to me. If I could cancel my service with Dominion and use another service provider, I would, however they've monopolized the entire industry in my community and I'm forced to remain a customer. I think it's unfair for them to keep my deposit. As mentioned, my account has not once been suspended because of nonpayment.

Business

Response:

June 16, 2015

Dear Revdex.com,

Thank you for bringing this customer’s concern to our

attention. We appreciate the opportunity

to research and investigate further.

Dominion made several telephone attempts to reach the

customer but we were not successful. Our deposit retention policy is for a period of 12 consecutive

months of on-time payments. Currently, there are 5 on-time payments

remaining prior to issuing the deposit refund.

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,

Review: I did not receive a letter of notification about [redacted] trimming my trees. Dominion Power hires [redacted] to trim trees. Because of their "trimming" practices 4 trees on my property that they have helicopter trimmed have died. As a result in the Jan/Feb 2013 a large tree branch from one of these trees fell and caused a power outage. During the late summer and early fall of 2013 heavy winds and ice caused large branches from these dead trees to drop and damage fences. I hired [redacted] to cut these trees down so they would no longer cause power outages and damage my fences. The 2 elms and an oak that had to be cut down, were perfectly healthy until [redacted] cut the branches so close to the trunk that the trees were unable to recover. This allowed disease and insects to enter and eventually kill my trees. I have asked several tree specialist such as [redacted] and the [redacted] concerning the practices of [redacted]. All agree that this company is not known for using appropriate trimming practices. I hold Dominion responsible for the destruction of these 4 trees. I also want to make a complaint against the [redacted] employes who personally interface with the public. Not a single one offered any kind of apology or understanding, only some useless information. Also when asked for phone numbers and names of supervisors they were not forthcoming. I had to be insistent As a member of the public this kind of response is not acceptable.Desired Settlement: I want [redacted] to stop trimming my trees permanently. 2nd I want Dominion to replace 3 trees. I want 5 to 6 feet white oak saplings to be planted in the space where the trees existed. 3rd. I want Dominion to refund a $1000.00 for [redacted].

Business

Response:

Tree Trim Notification was printed at the top of customer's Dec 27, 2013 bill. Customer recieves bills on line, December bill is still available on our web site, at www.dom.com.

Since filing complaint, Dominion Forestry representative met with customer at her property. Discussion transpired regarding tree trimming methods and proper cuts regarding "diagonal tree trim techniques." Customer pointed to stump of elm tree, 20' to 25' from center line of right of way. Explained no reason for our tree trimming to trim trees outside our right of way to base of tree. That elm failing to survive would not be from any trimming by Dominion or our contractor. Forester pointed to several oaks that had been trimmed many times and are still healthy, yet other trees on her property, away from the power lines, that have never been trimmed are either dead or dying. Further explained we cut the top out of one of her oaks, that was over shadowed by taller trees, and starving for sun light. Customer seemed appreciative of our concern for her as a customer and her trees as well. As a final note, explained our new inspection tool and her location would be noted for her to be contacted prior to the next trim cycle. Notice on her bill will still be done as well. Discussion ended on a friendly note.

Review: Dominion Power has incorrectly billed me, and is failing to correct their actions. In December and January there were periods of time in which we were not in the home. We conserve energy on a regular basis by setting the furnace to 68 when we are home and setting it to 55 when we are out of town. During theses times the company states we used double the amount of energy we use on average when we are in the home. This is not possible. This is not the first time this happened. In the summer of 2012 we were gone for 6 weeks and were billed one hundred ninety dollars for that time period. Everything was shut off and unplugged. They refused to correct this bill as well. We feel this is a regular occurrence and that possible they are not reading our meter correctly but using an average of the area and assuming we won't notice the difference.Desired Settlement: For Dominion Power to correctly bill me. During these periods of time when we are out of the area, it is impossible for us to use more energy. Dominion needs to reduce our bill to the normal range we keep on a regular basis. Also, they are insistent they come out to read our meter weekly. If so, then I want a notice left on my door each time someone comes by with the numbers on my meter so I can compare and keep a log. I will start keep a log on my own of my weekly readings and be sure to compare each month from now on.

Business

Response:

Dear

Review: I had an account with Dominion that has been settled and therefore should be removed from my credit report. I paid the full balance of $270.99 on February 1, 2015. The account is settled, and Dominion should have it deleted from my credit report. They have not resolved it, and I have paid in full. The collection account needs to come off my credit report.Desired Settlement: The collection account needs to come off my credit report.

Business

Response:

March

7, 2016

RevDex.com,

Thank

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

investigate further.

Based

on a thorough review of our records, the customer has satisfied the outstanding

balance owed ($270.99). This balance was

charged off to [redacted] collections agency on December 23, 2014 and was recently

paid in full on February 1, 2016. The

customer may contact the major credit bureaus to find out when this information

will drop off of their credit reports.

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 1-800-938-2118.

Sincerely,

Greg W[redacted]

Dominion

Virginia Power

Customer Relations & Policy

Review: In Oct 2015, we lost our home to foreclosure, we moved in with family in Florida. We had a $0 balance with Dominion power. They sent the final bill of $253.97 along with a bogus charge of $842.54. The $842 is for having our power disconnected in a home we no longer owned. We were not disconnected for non payment. I refuse to pay this extra bogus charge so they sent it to a collection agency. We don't care! We have nothing, no job, no home, nothing. I will pay for the power we used but I will not pay this bogus charge, it's wrong! They are bullies! So, according to Dominion we can never leave VA. Something needs to be done about these thieves. Good luck to them collecting money we don't have. I want this $842.54 removed from the bill so I can pay what I owe.Desired Settlement: Remove the $842.54 & we will pay the $253.97 we owe for power used the last month we were there.

Business

Response:

February

2, 2016

RevDex.com,

Thank

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

investigate further.

Based

on a thorough review of our records, the customer owes a balance of $1058.51. On September 29, 2015, the customer’s total

bill balance was $1,010.54. A payment of

$168 was received on October 2, which reduced the bill balance to $842.54. The customer’s final bill was $253.97.

Together

the final bill of $253.97 plus the past due balance of $842.54 equals $1,096.51. There was a late payment charge of $16.24,

which brought the balance to $1,112.75. The Company cancelled the late payment

charge of $16.24, plus credited the customer’s account $13 (biennial review

credit) reduced the balance to 1,083.51, as of January 16.

Additionally,

on January 21, the Company received a $25 payment, which further reduced the balance

from $1,083.51 to $1,058.51.

As a courtesy to the customer, the Company has mailed a statement of the

account to the address in Florida which should be received very soon. Since this outstanding balance has been

referred to [redacted] collections agency, the customer may contact [redacted] at

1- 866-312-5681.

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 1-800-938-2118.

Sincerely,

Greg [redacted]

Dominion

Virginia Power

Customer Relations & Policy

Review: I received a bill from dominion about 3 months after I had moved telling me I owed them money. Even though I called them a month after to make sure that everything went well with making my last payment. The lady on the phone told me I was good to go and my account was closed. However I just got off the phone with dominion and they told me my account was never closed and I am being charge for the month after I moved and a partial of the next month. Even though my brother and sister-in-law are paying for that time on their own account. That's and easy way to tell someone is ripping you off. The only thing I can do is pay it so it does not go on my credit score and hope that they find where they went wrong.Desired Settlement: refund the amount that I am paying.

Business

Response:

Dear Revdex.com,

Thank you for bringing Mr. [redacted]'s concern to our attention. After thorough review of account data and of the recording of Mr. [redacted]'s last call to our service center, we determined his billing is accurate. If Mr. [redacted] would like details of our review, he may contact Customer Relations at [redacted]. We are pleased to share any information necessary to reassure Mr. [redacted] that the billing is correct.

Thank you for the opportunity to address our customers' concern.

Sincerely,

[redacted] - 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Frist they never sent me a bill just a collection notice which tells me something is wrong right there. second the time that they have charged me for my brother and sister-in-law whom are renting the propriety from me were charged and paid for that time. in other words they are charging to people for one property for the same month.

Review: Sorry had to go through this route but trying to get through all the prompts to find a rep too handle takes too long and gets nowhere. Previously contacted DVP that the back of the statement invoice was too light to read for many of our non profit ministry clients. Also, in reviewing my bill today, I have noticed that this is still not corrected and is even lighter.Desired Settlement: DVP needs to contact the vendor to correct this situation ASAP. It looks like they are printing in a grayscale to save on ink but it is too light. The printer should print off one copy to view, as many times, you can view the artwork on the computer and it will be different from what is printed. Several other residents and associates in mastermind groups have this same problem with DVP. (and we have good eyesight!)

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.

Our automated system is very effective for most inquiries, but we realize there are occasions when our customers need to speak with a representative. Our research revealed our customer contacted our Customer Care Center today and brought this matter to our attention. A sample copy of the bill is available on our website at www.dom.com, search: Understanding Your Bill. Customers experiencing difficulties reading the bill may request large print bills by calling us at [redacted].

We regret any inconvenience and frustration this matter may have caused.

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 [redacted].

Sincerely,

Ms. [redacted]

Dominion Customer Relations & Policy Specialist II

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.

This still does not fully address this situation. This is the same canned response that is provided to many clients of DVP. You are sending people to the website which they should not have to do. The information should be printed darker for the "important information" on the reverse side of the bill. Even in going to view this on the website, it is still in a light grayscale. Many can read this, and it improve relations and time management not to have to take so long to read it. Again, this is just not me...I'm speaking up and being a voice for others. There are many elderly, and those who can barely see this information.Why is this information not being provided in the same viewing capacity and shade of print as on the front of the statement?Why is DVP making this so difficult?Is it because they figure clients will give up on reading this information?It is very simple technology wise to darken the shade.Again, why is this not done?It is not the larger print, it is DARKER print.

Regards,

Review: I am not denying that my bill is 1116.97 I am working on paying the bill but I gave them a payment of 450.00 at the end of January and it was not the amount they wanted so they kicked me out of a payment plan. And the next bill I received was the amount above for disconnection I can make a 500.00 payment on Monday march 16,2015 and make the remaining balance of 616.97 on the march 30, 2015 please help me I have five children all under the age of 13 and I am a single mother who has recently lost her job but I have found a new one and can get caught up. This company just refuses to help the poor and that is all I need is a little bit of help.Desired Settlement: If they could please accept the plan I have layer out or offer another because I can not pay that much at once please please

Business

Response:

Revdex.com,We have reviewed our customer's concerns and contacted her directly. Dominion offers several payment options to customer's who have difficulty paying past due bills for electric service. Unfortunately, our customer has not fulfilled requirements to enter into further payment arrangements.We have advised our customer of available options to prevent interuption of electirc service.Sincerely,[redacted]Customer Relations & Policy

Review: I have rental property at [redacted], Dominion Power Account # [redacted]. I complaint about bill going from $170.06 in December 2014 to $472.52 in January 2015. Dominion Power replaced meter on 1.28.2015 and on 2.05.2015 I was told that "meter was bad".

No adjustments have been made on current bill to reflect "bad meter".Desired Settlement: To have above account adjusted.

Business

Response:

Revdex.com,

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

We certainly understand no one wants to pay for more electricity than they feel they have used. Per the customer’s request, we sent a representative to the service address on January 28, to inspect the meter and ensure the customer was billed for the correct usage. Our research revealed the original meter installed at the home was also equipped with an Encoder Receiver Transmitter (ERT). The ERT allows Dominion to read our meter remotely while driving through an area in a specially-equipped van. Our representative obtained a “visual” meter dial reading of 91007, which was in line with previous meter readings. A time-run meter test was performed on 03/03/15. The meter was found to be recording 101.1% on the light load and 98.9% on the full load. The results of this test reflected that the meter was recording within the accuracy limits of 2% plus or minus of 100% as set for by the Virginia State Corporation Commission.

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. For our customer’s review, shown below is electric consumption (use per day) from 11/25/14 to 01/28/15. As you can see the consumption significantly increased between 12/15/14 and 01/16/15 and then decreased.

Our investigation failed to disclose any conditions which would indicate the bills previously rendered were incorrect and no billing adjustments are warranted.

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,

Ms. [redacted]Dominion Customer Relations

RDG DATE MAX MIN

DATE TIME READING SRC POSTED TEMP TEMP Use per day

01/29/15 14:07:08 40 U 01/30/15 42 22

Meter exchange 01/28/15

01/28/15 09:03:21 91007 U 01/28/15 44 25 38

01/27/15 09:49:59 90969 U 01/27/15 39 30 45

01/23/15 15:16:21 90788 U 01/23/15 42 33 54

01/22/15 12:34:33 90734 U 01/22/15 51 26 45

01/21/15 14:59:44 90689 U 01/21/15 43 27 32

01/20/15 17:25:46 90657 U 01/21/15 60 31 53

01/16/15 12:41:54 90445 V 01/16/15 53 27 115

01/13/15 12:42:26 90099 U 01/13/15 42 30 180

01/08/15 13:32:48 89196 V 01/09/15 26 12 149

01/06/15 14:27:53 88898 U 01/06/15 44 28 121

12/05/14 15:27:26 85006 U 12/08/14 48 40 32

12/04/14 13:37:03 84974 U 12/05/14 50 37 38

12/03/14 14:40:10 84936 U 12/04/14 59 40 44

12/02/14 08:29:28 84892 V 12/02/14 49 39 42

11/26/14 10:04:51 84642 U 11/26/14 50 37 31

11/25/14 11:13:31 84611 U 11/25/14 68 50

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.Meter was replaced on 1/28/2015. When I contacted Dominion Power on 2/5/2015 I was informed that removed meter had a "bad ert" which usually results in necessary adjustments to billing statement.I am requesting further investigation into this matter.Sincerely,[redacted]

Regards,

Review: On August 25, a driver for Dominion Power came to the house. Despite warning on the door NOT to drive on the lawn, the driver proceeded to do just what was warned not to do... [redacted] drove on the grass and destroyed the lawn, not just in one place, but in THREE places. A complaint was filed immediately and I was told someone would contact me in 24 to 48 hours. Not only did no one contact me within that time frame, but I had to make 4 phone calls and leave a message. Last message was left yesterday and indicated that I would file a Revdex.com complaint if no one called me back by the end of the business day. Of couse no one did call and I am filing my complaint. It is obvious that the employees at Dominion Power that if they just ignore the customer, hopefully that customer will just give up and go away. This type of customer service if simply appalling.Desired Settlement: New sod placed in the damage areas, or monetary compensation.

Business

Response:

Dominion supervisor met customer on site. We were able to provide fresh sod and a tool for the customer to repair damage from tire tracks. In exchange for customer provided labor, we waived a recent account charge per customer request.