Dominion Virginia Power

Review: Dominion Power is overcharging their customers and they refuse to help us when we're in need of service. The resource numbers they give [redacted] are all booked months in advance and Dominion Power says there nothing they can do until the bill is paid. How can a bill get paid if you don't have the funds and no resources are available? We pay thousands of dollars to their company but they can't help you in time of need. Where's the fairness in that? Not looking for no handouts just need help at this time but they refuse to help.Desired Settlement: Power restored ASAP without immediate payment.

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.It is always Dominion's desire to work with our customers to bring and keep their account current. We have previously attempted to work with our customer in the form of payment arrangement plans, the terms of which unfortunately were not kept. We also notify our customers through mail and telephone to ensure they are aware of the status of their account.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 further assistance, feel free to call [redacted].Sincerely,[redacted]Customer Relations & Policy SpecialistDominion Virginia Power

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,

Review: Upon agreeing to participate in their program, a $40 compensation was to be submitted during the Fall. I didn't receive the money, & despite numerous complaints to them, the only thing that I did receive was a continuous promise that the payment would be made to me.Desired Settlement: I want the $40 check that was promised as a result of my participation.

Business

Response:

June 27, 2013

Dear Revdex.com,

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

The Company advised the customer that the rebate check was mailed in December 2012 and our records show the check had not been cashed. On June 25, a stop payment was placed on the old check and a replacement check was ordered. We expect the customer to receive the replacement check in approximately two weeks; however, if the check is not received, the customer may contact Dominion Energy Conservation and Green Power service center at [redacted].

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

Sincerely,

Dominion Virginia Power

Customer Relations

Review: Can you please help me?

In February 2014 I moved into a town house development called [redacted] town homes located in [redacted]. I do not want to disclose the address publicly, but they have it set up to where my three bedroom town home had the same unit number as the 1 bedroom apartment below/behind me. This is the set up at this property where the one bedroom apartments, share the same numerical address as the town homes. The only difference between the town homes numerical part of the address and the one bedroom apartments was that the one bedroom apartments had the letter “R” at the end of their numerical address. I signed up with Dominion VA Power and received my first bill which had my correct name, my correct address, and my correct account number. I paid every bill in its entirety and moved out of [redacted] in July 2014 to a home. Upon my first bill I received my first bill which was $700.85. I called Dominion VA power and inquired about the bill. They told me that “THEY” made the mistake of billing me for the one bedroom apartment below me and I am to pay the difference. I explained to the Customer Service Representative, that if it was “their” mistake, they will have to take it as a loss. She told me absolutely not. Then I asked for a Senior Supervisor.

The Supervisor gets on the line and was of no help at all. I attempted to explain to him that when you move into a new place you are unaware of the energy use that you use until you receive your first bill. Like every other hard working individual in today’s world, I am on a strict budget due to this wonderful state of our economy. When a person receives their first bill, that allows them to balance their budget and manage their energy uses, by doing things as (as we all know) making the children turn off the lights, and TV when they leave their room, use ceiling fans in the summer and raise the thermostat at a higher temperature, do laundry at night and so on and so forth. “The SUPERVISOR” pretty much told me too bad that they made the mistake, and pretty much pay the electric bill or my service will be turned off.

Today I received a disconnection notice and they will be turning the electricity off on me, an 8 year old little girl, and her 15 year old sister for their mistake. I greatly appreciate you Dominion VA Power for making a mistake, and turning off the electric on two little girls because I cannot afford your $900.00 mistake on my electric bill that I cannot pay. I was paying the amount you sent and now me and my family are being penalized.

Dominick S.

Previous Dominion account number ([redacted] New Dominion Account Number (current)[redacted]Desired Settlement: I want Dominion Virginia Power to honor the payments I made for the bills they have sent me, I want them to correct the balance on my bill and take responsibility for their mistake and not charge me any more then what my bill was when I paid them in full!!

Business

Response:

September 25, 2014

Revdex.com,

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

We regret the customer was inadvertently set up at the wrong address; however, the correct billing adjustment has been made and explained to the customer. Additionally, Dominion applied a goodwill credit toward the customer’s account and placed the customer on a suitable payment arrangement.

Again, thank you for allowing us the opportunity to address this customer’s concern. If Customer Relations may be of further assistance to you or the customer, please call us at [redacted] Sincerely, [redacted] Dominion Virginia Power

Customer Relations

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.

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

Regards,

Review: I have a family with 4 small kids and I contacted Dominion Power for assistance to help with my $577.00 electric bill. I called numerous times and each time I get a rep or a manger who tell me there's nothing they can do for me becuase I have broken a payment arrangment prior. I explained to them that we had no choice to break it because we are having finanical difficulties. My check is being garnished and I can't even afford to put food on mytable. They don't care. All they care about is taking your money. I don't believe there is nothing they can do, there is always something they can do if they want to help you. I don't think its fair they can turn your electricity off and you have kids in the home. I told them I can pay at least $400 and that they could automatically draft the other amount out of my acct the following week and that would take care of the past due amount. They still declined and said they couldn't help me. It's not fair that Dominion can treat their customers this way. It's because they are a monoply, we have no place else to go so they shut us off if we can't pay them. They told me try salvation army and local churches but they haev all exhausted their funds. what else can I do??? Please help me.Desired Settlement: I want them to realize that we are humans and that when a consumer calls you ina time of need that you should listen to what they've got going on and try to help them. It doesn't always have to be " there's nothing we can do." It's Christmas time and my family might be without electricity because they wouldn't help me.

Business

Response:

December 27, 2013

Review: We have contacted various representatives about this account which is currently in Chapter 13 Bankruptcy. We have moved from the address at [redacted] on 25 October 2013 in reference to Account # [redacted] with the Case File Bankruptcy number [redacted]. The amount which was on bankruptcy was in the amount of $[redacted] and this account needs to be investigated because the information was never entered in the account with the account holders names [redacted] and [redacted]. I want this account updated since the company credit the account of$[redacted] deposited back to the account while it was currently included in Chapter 13 Bankruptcy.Desired Settlement: I want the deposit sent back to our new address which is [redacted], [redacted] since this account is on Chapter 13 Bankruptcy. If this is not in the system it needs to be updated now.

Business

Response:

November 18, 2013

Review: Used Dominion service off-and-on since approx. 2004 (other times living out of the country or service under a relative/roommate's name). Recently returned to US, re-established Dom. service, and was sent letter/bill detailing $184 security deposit. Payment history with Dom. is perfect. General credit history is excellent. Contacted company to remove this charge (which is over 240% of regular monthly bill amount). Had to speak to three separate people. Was told that the last 12 months was the only time period which mattered. Offered to have them check my credit, but was told "that's not how we do things." Was told I could choose another company, and when I asked what other companies were available, I was told: NONE. Dom. has a monopoly and, from what I can see, charges whatever they want. (Also, representative couldn't/wouldn't tell me when this security deposit policy was implemented.) How is this legal? Acct # [redacted]Desired Settlement: Remove security deposit (or refund it, if already paid). Change policy so that those with good credit aren't punished because of the actions of those who don't pay or pay late.

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 is governed by the [redacted]). In compliance with our Terms and

Conditions, on file with the SCC, we may secure accounts with deposits. Effective March 7, 2014, Dominion implemented

a uniform deposit policy. A deposit is required

for all new customers without previous satisfactory payment history with us within

the last 12 months. Our records indicate the last time the

customer had service with us was from 06/25/2012 – 08/02/2013.

A credit reference letter from another electric or gas

utility reflecting at least 12 months of service with the utility may be

submitted for our review to waive the requested deposit of $184. Once received, our Customer Credit Services

group will contact the customer via phone or email and advise the status of the

deposit waiver. Should the customer wish to send the credit reference letter, I have

provided our contact information:

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

Sincerely,

Dominion Customer

Relations & Policy

Review: Dominion advertises they are here for those of us who depend on them but fail to protect us from excessively high power bills. Prices have increased for me even after replacing windows, insulation, roof, and new HVAC. My costs have sky rocketed and my next purchase is solar panels to offset rediculous prices and treatment.Desired Settlement: Reduce my power bill and those in hampton road area. Average was 200 for me last year now I pay 500.

Business

Response:

Thank you for contacting the Revdex.com with your billing concerns. Because electric consumption is based on many factors, some of which are unique to particular customers, we cannot always explain the reasons for an individual customer's usage. Therefore we must rely on the accuracy of the meter to determine the accuracy of the bill. On March 25, 2015 we performed a meter test at your residence. The meter was found to be recording 100.07% on light load and 100.93% on full load. The results of the meter test reflect that the meter was recording well within the accuracy limits as set forth by the Virginia State Corporation Commission which requires recording within 2% plus or minus of 100%. Our investigation has failed to disclose any conditions which would indicate that your bill was incorrect. We share your concern in this matter, but in view of our findings, no adjustments are in order.

Review: Last year I moved into a house where I was required to use Dominion power for electrical service. When I called in they said I would have to put a $200.00 deposit based on a utility credit score. After I argued the point that they shouldn't base a deposit on a number that is not readily available to the consumer and not easily fixable. What I mean by that is I can go online and pull my credit score and based on the report make adjustments to increase that number. A utility credit score is not easy to change because you can't switch utilities so this credit score will hardily ever change because as the consumer you don't have the option to switch between power, gas and other utilities because of how the state allows the companies to control market areas. Just because I the consumer only have 1 option should not give them the right to bully me. After arguing with the agent she told me that every new customer is required to put a deposit down and it would be refunded back after 12 months of on-time payments. So the story changed, that it does not matter if you have perfect credit or not we are going to still charge the consumer a deposit. I recently called in on 3/13/15 and they said I would have to wait until June which is 16 months not 12 to get my deposit back since I paid the deposit in installments and it would be refunded during the month that the last installment was paid. Which was not what the first agent told me and this so called deposit contract was never released to me to review or verify if it is a legal document. I was forced into a contract that I neither saw or agreed to can you say duress (Either pay it or you don't get power). The agent said I either pay the deposit or I won't have power in a nice way. During the call on 3/13 Dominion stated I had agreed to the deposit contract because the agents phone script says it. Last time I checked a consumer can not be forced into a contract under duress so I feel the deposit contract is void.Desired Settlement: Last time I checked a consumer can not be forced into a contract under duress so I feel the deposit should be returned based on the terms that were verbally stated to me which was if 12 months of consecutive on-time payments were made I would receive my deposit back. I would like my deposit back of $200.00 and Dominion be required to disclose the consumers utility score and send the deposit contract or notify the person on the phone where it can be found before the person is forced to pay additional fees based on a credit score that is not readily available. What Dominion would be considered is a monopoly in the private sector. The fact that power companies get to abuse the consumer in the way they do and are backed by the [redacted] is disturbing. The suffering consumer is the one that pays the price for this use of strong handed tactics by large companies.

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. We certainly regret any misunderstanding between our customer and our Customer Care associates. As a regulated utility, Dominion is governed by the [redacted]). In compliance with our Terms and Conditions, on file with the [redacted], we may secure accounts with deposits as a means of preventing losses. Effective March 7, 2014, Dominion discontinued the use of the [redacted]) score to waive deposits. A deposit is required for all new customers without previous satisfactory payment history with us within the last 12 months. Once the deposit is paid in full, it is held until our customer has maintained the account on a current basis for one year. Our records indicate a deposit of $214 was requested when the customer’s account was established in February 2014 and billed in four installments; three at $54 and the final installment at $52. We received the last $52 installment payment on 06/25/14. Accounts are reviewed one year from the date the last deposit installment was paid in full. If the credit history is satisfactory, the deposit will be applied to the account on the following month’s bill. The customer may request a refund check after the deposit/interest is applied to the account. 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

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 do understand when I signed up they were in the middle of changing their company policy and can appreciate they moved away from using an illegitimate way of determining a consumers risk factor. That resolves part of my issue but the main concern is Dominion forcefully requires consumers to agree to something that is not provided to them or made totally clear within a short phone call. While talking to Dominion's representative they told me two different stories about how or if a deposit is required. If I was told I would have to wait 12 months from the last installment date I would have paid the $200.00 upfront. I had plans for that money this spring and being falsely informed about how the refund works is not acceptable in my eyes as the consumer. In a free market consumers are suppose to be able to choose between multiple companies. This choice is what keeps companies competitive and helps nurture creativity to help drive demand for product. But what the [redacted] has done is created a monopolistic market in which the electrical companies don't have to compete creating large voids in responsible business practices. As the consumer any demand for an alternative energy supply is restricted to extremely expensive green energy options or use primitive survival techniques to boycott power companies. Also I was told the deposit I was required to pay was $200.00 and now you’re telling me you collected $214 without notifying me. That is fraudulent and seeing how I never received a deposit contract I have no way of proving any of this. That is the point I am trying to make. Dominion requires consumers to agree to something that is not readily made available to them. But as the consumer guess what I have no choice if I want power to my house I have to agree with everything the Dominion agent says even if it is illegal. If Dominion is truly trying to alleviate their risk by determining a consumers nonpayment risk why don’t they start by checking on the consumers credit score which is what every other company does in the US before agreeing to a credit based contract. And guess what a person’s credit score will give you a more accurate picture of a person’s payment history.It’s time the [redacted] reviews these monopolistic utility companies and decide if maybe they have been given to much power for a business in a noncompetitive market place.

Regards,

Review: DOMINION has advertised and sold me Home Repair Insurance. It is suppose to cover most of mechanical problems with its insurance/repair policy. In general customer service is slow, unprofessional and delayed. However compare to the main concern which is the delivery of the service. Dominion tries to intimidate customers so they lay off the request. The on going dispute is about electrical problems that when they occur the either ignore the call, or they send some handyman with very little training or ability. Last time the guy they send to my house misrepresented his identity, he [redacted] an working outlet and eventually refused/could not fix the problem. He told me that DOMINION doe not cover SUCH PROBLEM. When I asked DOMINION FOR A WRITTEN EXPLANATION they refused. It has been months. They keep collecting the money fees and refuse either service or written explanation. All they do is trying to scare me off by putting unrefined, rouf man who speak rudely to me as they are offended that a female with accent is asking them to deliver their part of the contact and fix the problems when they occur.[redacted]Desired Settlement: I request that they perform as the contract. Also when they refuse service and verbally reject calls for service they should respond to my request in writing when they refuse the service with intelligible reasons so I can take legal action. As it is they JUST IGNORE CALLS FOR SERVICE EXCEPT WITH SARCASM AND RUDENESS.

Business

Response:

Dear [redacted] December 10,2014 On behalf of Dominion Products andServices, Inc, ("DPS" or "Company"), I am responding to theabove-referenced complaint. By way of background, Complainant's account history is as follows:a. Beginning in January 2013, Complainantseparately enrolled in the following seven service warranty programsoffered by DPS in the Pittsburgh area;I.In-Home Electric Line Repair Program January 2, 2013 $3.992. Water Heater Repair & Replacement Program January 2,2013 $5.953. HVAC (furnace and A/C) Repair Program January 2, 2013$9.904. Sewer Line repair Program February 18, 2013 $4.755. All Line repair Program February 18, 2013 $8.256. All Line Preferred Restoration Program February 18, 2013 $4.507. In-home Plumbing repair Program December 11, 2013 $7.95Complainantfiled the following nine separate program claims beginning in Apl'i12013. Ineach case, DPS dispatched a contractor to Complainant's home in response to theclaim:1. In Home Plumbing Repair Program April 2, 2013 Clean out food waste disposerof foreign objects and repair sink drain2.In-Home Electric Line Repair Program April 24, 2013 Short circuit in kitchen3. In-home electric line repair program April 29, 2013 Locate/replace badbreaker4.HVAC May 18, 2013 thermostat issue5.In-home electric line repair program September 25, 2013 stove/cooktop wiring6.sewer line repair program October 7, 2013 clearing of sewer line7.in home electric line repair program December 6, 2013 remove unsafe elec box8.in home electric line repair program September 10, 2014 replace 3 porchoutlets/ examine porch wiring9.In-home electric line repair program September 17,2014 2nd opinionon porch wiringAsthis account history amply demonstrates, Complainant has made extensive useofDPS's programs since first enrolling last year. In fact, to date the Companyhas spent nearly $1,700 in servicing Complainant's many claims. It is thus a curiosity thatComplainant-who apparently had no hesitation in filing various repeated programclaims with the Company-would now allege, among other things, that DPS is "slow,unprofessional, and delayed" and "intimidate[s]customers". Simply stated, each of Complainant's allegations isoutrageous and all are strongly denied. Complainant'smain concern appears to have to do with the September 2014 claims for in-homeelectric work. DPS's contractor, in responding to those claims, noted thatcertain outlets and lighting at Complainant's home were improperly wiredtogether on the same circuit breaker and that an incorrect fault breaker(specifically, an arc fault-type breaker) was being used, The contractorcorrectly advised Complainant that these problems were not eligible for repairunder the program since they were the result of previously improved donethird-patty electrical work. DPS even had a second contractor verify theseconclusions. DPS employees also on multiple occasions repeated the explanationfor the claim denial to Complainant.DPSstands by its position in this matter. Moreover, the Company submits that ithas in all respects lived up to its contractual obligations to Complainantunder each of the seven programs. As already noted, to the extent Complainantis unhappy with any or all of the programs, Complainant is free to cancel.To conclude,DPS has done nothing wrong in this matter and respectfully requests that thiscase be immediately closed.Please contact me should you haveany questions.Respectfully submitted[redacted]

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,

The Revdex.com[redacted] Dominion who is charging me $44.80 a month to cover number ofdifferent programs but, refers to services provided under the contractas they have been "favors", or they are indication of me "takingadvantage" of them.I NEVER said that they have NEVER PERFORMED under the contract. But Iam stating that the staff on the phone are not knowledgeable, at timesthey are border line rude and argue, put you on long hold and transferyou to another and another.From Dominion response I can sense that they only appreciate customerswho NEVER ask for services. We have paid about or above a $1000.00.According to the contract. They are suppose to FIX or REPLACE anysystem covered by the contract if it cannot be fixed.Now after the fact that they did ensure my property for electricalsystem, they are saying there is a problem there that is not covered.I personally my knowledge about electricity is enough to know that ifI plug in some appliances they will turn on. Therefore it is mostUNACCEPTABLE to say to me that there is a PROBLEM that " it is notcovered". If there was ANY EXCEPTION they MUST have come and examinedmy property BEFORE they sold the coverage.If we permit greedy and unprofessional companies treat people as suchthe result would be that some ruthless entities can steal from peopleand create disorder and injustice.I am requesting that Dominion perform its duty of attending to theelectrical needs (fix or replace). I am asking that the company sendan electrician with dignity, knowledge and honesty.Last agent they sent had NO ID on him. He lied about an electrician Ihad asked for and I was told HE would come. And "this man" even madeoutlets that were working go out of work!!Dominion can only refuse/exempt those services, that it can show, ondocuments exchanged and signed two years ago.I thank Revdex.com for the work done on this case and also I like to know ifthere are any class action suits against Dominion. Thank you[redacted]

Review: We are a property management company with Registered Appointed Agent status for over 100 properties in the area served by Dominion Virginia Power in Northern Virginia.

When we have a vacancy in one of our properties, we telephone Dominion Virginia Power, or -- more recently -- visit the website of Dominion Virginia Power to transfer electric utilities to our company name. We provide our Federal Tax ID number to authorize the transfer of services from the former tenant's name to our company name. Individual invoices for each property bearing that property's Dominion Virginia Power Account Number are sent to our office.

On September 30, 2015, our office received a letter stating that an unpaid balance from a tenant's account on one of our properties would be transferred to the account of a DIFFERENT one of our properties, owned by a DIFFERENT client in a DIFFERENT building. In other words, the balance due from the tenant in Property A was transferred to Property B, which has NO relationship to Property A, other than the fact that we manage both on behalf of two separate owners.

We called Dominion Virginia Power to resolve the accounting error and were told that it was the policy of Dominion Virginia Power to transfer balances to any account set up by NOVA from any other account set up by NOVA.

A supervisor claimed that the account balances in any property managed by our company had reverted to a "Master Account" assigned to our company. When we explained that this is not what had occurred, the supervisor could not understand the issue. The balance was NOT transferred to any "Master Account", but to an account assigned to a separate, individual residential property. The account numbers on the notice of transfer of balance do not reflect our Federal Tax ID number or any number familiar to us. They are particular to each of the two properties at hand.

We demand that Dominion correct the billing errors and prevent this commingling of accounts in the future.Desired Settlement: Dominion Virginia Power is required to maintain separate billing accounts for individual properties in their service area. They are not to transfer balances accrued by a tenant or owner in Property A to the account of a tenant or owner in Property B. We demand that these billing errors be corrected immediately, that any balances in an individual property be assigned ONLY to that property and that steps are taken to prevent this error in the future.

Business

Response:

Revdex.com,

Thank you for bringing this customer’s

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

respond.

Our research revealed we have an active Owner’s Agreement on

file with [redacted] for five different service

addresses. Every time an individual service

address is transferred from one applicant to another, a closing bill is

rendered and a new account number is initiated.

Hence, there is no designated “master” account number.

According to our records, the owner requested to turn on the

electric service at [redacted] on June 30, 2015. Subsequently, on August 31, 2015, the owner

requested to turn on the electric service at [redacted]. We mailed the final bill for the electric

service account at [redacted] to the service address, the only

address available to us on August 17, 2015.

On October 2, 2015, after several months in which payment was not

received, our only recourse to prevent further collection action was to

transfer the unpaid balance ([redacted]) to another active account

([redacted]) with the same Federal Tax Identification Number (FTIN).

We confirmed the FTIN for both electric

accounts belong to [redacted] our customer of record.

We strongly encourage the customer to update the agreement

to include all service locations and alternate mailing addresses impacted. The agreement we have on file protects the

property owner/agent from any missed correspondence. Based on our policy no

billing adjustments are warranted, at this time.

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,

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.

The response from [redacted] misstates the transactions which occurred. The OWNER of the property at [redacted] has NEVER contacted Dominion Power to request service. The OWNER of 5943 [redacted] has NEVER contacted Dominion Power to request service. They are NOT the same owner! We have explained this over and over. [redacted] manages on behalf of both owners, however, their accounts are SEPARATE and should never, ever be combined in any way.Why is this so difficult for Dominion to understand?

Regards,

Review: On May 19, 2015 I contacted Dominion to have services at my then current home disconnected. At that time a Rep by the name of Kenneth transferred me to a Rep name Lisa. This rep proceeded to tell me that I could just have services transferred to the new home that was not built yet and that it would just be on hold and to call back closer to the time to have the true connect date put in system. One to two hours later another rep from Dominion called me back to tell me that the information that was given to me was incorrect and that the ticket was being cancelled but to call to have services activated once we had the date. Aug. 17 at 8:16 I called Dominion to have services turned on at my new home ([redacted]) on 8/26/15 the day after I closed on the home. The rep assisted me and gave an account no# advising that the services would be turned on 8/26/15. On 8/19 8:33 am I called Dominion to confirm everything was correct spoke w/ rep named [redacted] who advised that service had been turned on in my name at this location on 8/18 or 8/19. Whne I explained this was incorrect he transferred me to a main customer service dept. supposedly. I thne spoke with a rep by the name of [redacted] who assured me the correction would be made and that I would not receive any bills for the incorrect turn on. On Friday 8/21 I spoke with 2 more reps at this company who advise that the info was being corrected and that the service was actually turned on by the construction/mortgage company under my account in error. On Sat 8/22 I received a bill for 22.81 for dates of 8/18-8/19 which I do not own the home and did not request service turn on. I called this morning (8/24) 8:17 am spoke w/supossedly a supervisor [redacted] who was to research and promised a call back at this time I have received no call. I have been on the phone for a total of 3 days and upwards of 5 hrs w no resoulution to this issue. Each time I am trans to diff reps with no real customer svcs or resolution.Desired Settlement: Not to be billed for services prior to the requested turn on date and a direct no# for someone who can assist me without having to go through numerous employee's each 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.

This customer’s service was connected in error (early). Their account has been corrected to reflect Dominion’s error. Dominion has been in communication with the customer advising them of the same.

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,

Review: Electric bill is over $310.00 a month for 6 months with no proof of where the charges come from. Dominion say that there was a Deposit of $500.00 just to transfer within the same zip code on top of the Monthly charges. Whenever calling Dominion Costumer Service they just say that we used that much and the first 3 months split the Deposit. We used Gas and turned off our A/C for 2 months and still the bill stays at $310.00 a month.

Here are even more similar stories.: [redacted]Desired Settlement: I would like to see about $400.00 returned for the 4 months I have been over charged without proof of usage.

I want to See Dominion show better proof of charges. I want to see the bill Kilowatts match the meter.

I want to see Dominion as a monopoly in the energy field be forced to provide more transparency in the charges.

Business

Response:

Revdex.com,We have contacted our customer and reviewed his concerns in great detail. Several processes are being taken to ensure the customer is being billed accurately. Dominion will maintain contact with our customer until all concerns have been appropriately addressed.[redacted]Customer Relations & Policy

Business

Response:

Revdex.com,As the customer states a meter man tested the meter at him premises and the meter was found to be working with the limits as set forth the The State Corporation Commission of VA.Additionally, the customer posed a question as to weather or not the meter had actual readings or estimates for the months of January, February and March of 2015. There are no estimated readings for those months or any month for this customers' service.Our investigation failed to disclose any conditions which would indicate the customers' bill is incorrect. We understand his concern in this matter, but in view of our findings, no adjustment/refund is warranted.Please contact Customer Relations & Policy for further questions.Sincerely,[redacted]Customer Relations & Policy?

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.

Dominion has be quick to send bills and unable to explain where the charges are coming from. As I have stated before, my central air unit was turned off durring the month of January & February both months we used only a gas fireplace. The bill was still over $300.00. I can show my gas bill as prof of those months if needed. Dominion on can not explain why my bill stays at over $300.00 durring months the Unit was not used. The Dominion technician could not explain the charges either. Dominion cannot show proof of the usage but I can show proof of my gas bill. $470.00 gas bill for 2 months only for a single fireplace. If needed I will post a copy of my gas bill. Dominion on cannot just say words and pretend the charges are real. I can prove my gas consumption that was used in order to turn off the Unit. "Yes" it was very cold but I suffered my wife and Children through it so we would not have high electric bills. It was very hard and the only thing we got from our sacrificeto save money were more $300.00 bills from the Dominion power company. Please let let me know if my gas bill is needed on the table. I have proof of my claim.

Regards,

Review: I have tried to make arrangements to pay my bill on Friday the [redacted] of [redacted] 349.00 please please I can not have the electric turned off due to having my grandchildren in the homeDesired Settlement: To get them to agree to me paying on Friday the [redacted] and they don't turn my electric off

Business

Response:

Revdex.com,

Review: On June 25, 2013 I submitted an email requesting cancellation of service effective July 11, 2013 for account # [redacted] for the address of [redacted]. I received a confirmation email #[redacted] from customer[redacted] on June 26, 2013 at 8:23 am. The service was not discontinued until August 1, 2013 when the new tenant moved in and transferred service. I have called, and written a letter to the disputes department and have not received corrected billing. A customer service representative advised me to contact disputes as there was nothing they could do. Even with the confirmation having the correct date of cancellation it was my fault it was not cancelled as instructed in the email.Desired Settlement: I would like to have the billing adjusted and an apology for the treatment received from the customer service representative and the failure to respond to my dispute letter. At some point I will need to obtain service from them again and do not want any negative information relating to my failure to pay the incorrect bill.

Business

Response:

Dear Revdex.com,

Thank you for bringing [redacted] concerns to our attention. I left a mssage for [redacted] at the phone number on your inquiry and look forward to hearing from her. I would be pleased to review the email confirmation she indicates she received from Dominion. It is not, however, Dominion's practice to start or end electric service by email as this presents a significant security risk to our customers' accounts. These requests must be made online at [redacted] or through our helpline at [redacted].

Again, I would be happy to review any information [redacted] can provide which shows Dominion did not refer her to the above options to end service.

Sincerely,

Review: Hi. During several months of 2012 the VA Power meter on our home was apparently not functioning properly. We continued receiving and paying our bills unbeknownst to the problem. In October, we received notice from VA Power that our bill was being "adjusted" due to the broken meter and we received a bill for $1,100. I have complained to multiple representatives at VA Power as well as the [redacted]. The meter on my home is the property of VA Power. It is their responsibility, not mine. If their meter reader did not realize the meter was not running properly after checking it month after month and VA Power corporate did not realize there was a problem, that is their mistake and my husband and I should not be held liable. After much complaining, one representative, named [redacted], gave us a very minimal credit because I proved that the "adjusted" bill was astronomically higher than any history we had. Because I agreed to the credit, the [redacted] says I agreed to the bill - which is absolutely untrue - and is unwilling to assist us in this egregious billing practice. I am completely outraged at the gross abuse of power by the monopoly known as Dominion VA Power. No other company I can think of would ever attempt to get away with charging the consumer for an error that is so blatantly the fault of the service provider. We should not be held liable for their inept equipment and employees.Thank you for attention to this matter.Sincerely[redacted]VA Power Acct # [redacted]Desired Settlement: The entire "adjusted bill" should be erased from our account and any late fees or penalties credited back.

Business

Response:

Dear Revdex.com,

Thank you for notifying us of our customer's continued concerns. We have previously addressed her issues regarding billing of non-recording meter charges. These are the details of our investigation and offers to resolve with our customer:

Our system is set to generate a check meter order on meters that show no active readings for more than three (3)consecutive months. Our hope is that our customers report that there is no usage on their bill. Unfortunately, our customer did not report this issue.

Per our Terms and Conditions, as filed with the [redacted], Dominion may back bill 5 months from the date the meter is determined non-recording. In this instance, we did not bill the full 5 months allowed.

The customer reviewed the account in detail on 3/6/13 with one of our lead representatives. The representative requested and received an adjustment to the billings and the customer agreed, on a recorded phone conversation, that the adjustments were appropriate and acceptable to her. We have verified the conversation. The representative also offered payment arrangements and the customer stated she would call back when the bill came out with the corrections and she would also ask her husband about suitable arrangements. Our representative gave the customer her direct phone#. She also voided a pending disconnection pending for non-payment. Our representative called on 4/18/13 and left a message for the customer to call about the new bill.

The customer called in June upon receipt of a another disconnection notice. Again our representative explained the billing and adjustments, offered payment arrangements and voided the disconnection as a courtesy. She also waive late fees as a courtesy. The customer stated she would call back after speaking to her husband. No call was received.

During the [redacted] review, offer of payment arrangements was again presented to the customer through [redacted] an representative with our approval.

Based on usage since the new meter was installed, it appears the adjustment done for the non-recording meter was most definately in favor of the customer, which is usually our process.

The last payment on the account was April 16, 2013. The customer is not currently paying even the charges for services after the new meter was installed.

It is important to note that the majority of the balance now on the account is not related to this dispute. We realize no one wants to pay more for their service than what they feels is correct. In this instance, all attempts to assist this customer have been exhausted.

Thank you again for the notification. The customers may call Customer Relations at [redacted] if they wish to discuss the account further.

Sincerely,

Customer Relations Representative

Dominion Virginia Power

Review: I initially moved in our residence on February and was told by our landlord that the bills are very reasonable and have not had any issues with usage. However, when I got my bill we were shocked to see a bill of over $300! We immediately called Dominion to figure out what happened and asked them to investigate and they said it was something they could not do. When the next bill came out it was also $350.00 and we then asked for an extension. I have spoken to almost 6 people including [redacted], [redacted], [redacted] and then another [redacted] Id: [redacted] in the Energy Management department. We have been told by several other customers to call in because they have received help and being restarted on their bills but we are treated differently? [redacted] advised us that she would not do anything and to call churches in our area to see who would help us. At this point I would like to have this escalated as we have already spoken with the social services and they are scheduled to send $100 dollars to assist us. We have exhausted all options but have been trying so hard to pay even through our circumstances. Very disappointed at this type of service.Desired Settlement: Re-start of our bill so that I am able to pay my bill off and get caught up. I am the only working at the moment.

Business

Response:

Dear Revdex.com,

Thank you for contacting us with our customers' concerns. We have discussed the account details with the customer and have established a reasonable payment plan to pay down the account balance over the next 6 months.

Should the customer have further questions concerning the arrangement requested, he may call our help line at [redacted].

Sincerely,

[redacted] - Customer Relations

Review: I moved to Virginia from California in February 2014 for a military change of duty station. When I lived in California I had a 5 bedroom 2000 square foot home, my wife and I lived alone and used 1000 kilowatts a month in energy on average. I currently live in a 1 bedroom 640 square foot apartment and use upward of 2300 kilowatts a month in energy. I have addressed this issue with dominion power to no avail. I spoke to my neighbors who have the same routine and keep there a/c at the same level on a daily basis and there bills are roughly 100-125$ a month while mine are 250-290$ a month. Dominion power have made no effort to have a technician come and inspect my equipment, customer service is much more of a disservice then helpful. I was told that the people near me have the same amount charged to them on a monthly basis and that they are lying to me, even though I have been provided with paper bills by my neighbors clearly stating otherwise. Please help me resolve this issue.Desired Settlement: I desire that this issue be addressed and that a technician from Dominion Power come to my apartment and inspect my meter/ equipment. I also request that if there is a discrepancy with the amounts on these bills due to a lack of oversight by Dominion Power that the amounts of billing that were incorrect be credited to my account or reimbursed.

Business

Response:

September 23, 2015

Revdex.com,

Thank you for bringing this customer’s concern to our

attention. We appreciate the opportunity

to research and respond as necessary.

The Company made telephone contact to the complainant and

discussed the high bill concern. We are

working toward resolution. Dominion relies

on the accuracy of the meter to bill its customers; therefore, we will

conduct a field meter test very soon and will share the results of the meter

test with the customer.

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

customers’ concern. If you have any

additional questions, or if Customer Relations may be of further assistance to

you, please call us at [redacted]

Sincerely,

Review: I called a few weeks ago complaining about our electric bill being so high because lateley our bill was running between 300-400 dollars a month. So I called and was transferred to the departemnt where they could send someone to your home to investigate your meter to make sure its running properly. I was transferred to lady who after asking me a couple of questions informed me that she could not send someone out to look at my meter due to the fact that the prior year my bill was around the same amount. I asked her how does that determine whether my meter is running correctly by looking at a previous years bill. She told me since its around the same amount that means my meter is running properly. My complaint is, we just moved into this house in 2012 so how would we know that the meter is running correctly. It could have been running incorrectly since 2012 and i'm just now calling aboaut it because im tired of paying these high bills. I keep things unplugged in my home, I dont leave things plugged in all night, I keep lights off in the rooms and I told the representative that when I called. She offered me no assistance and refused to help me. I have a right as a customer to have someone come out to my house and look at my meter. I rent so I need to make sure everything is running correctly. She was very rude and treated me like I was just a number.Desired Settlement: I want for dominion to honor my request and come out and inspect my meter. If im paying your compnay 300-400 dollars every month I deserve to be treated fairly.

Business

Response:

Meter must be accurate to within + or - 2% of 100% to comply with regulatory requirements.Meter tested on 02/24/15Light Load tested at 100.5% Full Load tested at 98.5%The meter passed accuracy test.Thank you.

Review: Dominion Virginia Power sends solicitations for a charity program called [redacted] with each monthly bill in the mail.

These charity solicitations ask for money and try to make you feel guilty by including pictures of sleeping babies or old people who apparently are without power. The people "hurt", according to the solicitations.

Regardless of the nature of their cause, constantly asking for money from within a billing statement (it is every month) is an inappropriate way to conduct what should be a business transaction - paying for electric services.

I am also constantly asked to "voluntarily" pay more for power so that it can be "green" power. I get asked this every month and there is no way to turn off the green power solicitations. On the back of the return envelope, I get asked to pay an e-bill instead of a monthly statement. There is no way to turn this off.Desired Settlement: Dominion Virgina Power will stop sending solicitations for [redacted], Green power, e-bill, or other charities, within the monthly billing statement, and keep the monthly billing statement free of nagging requests that repeat month after month.

Business

Response:

Revdex.com,Thank you for sharing the concerns of our customer related to Dominion advertising.Advertising is an effective means for Dominion to inform and communicate with customers on a variety of topics,including [redacted], Green Power, Energy Conservation and other topics of public interest. Customers routinely tell us they think this information is important and want the company to communicate about it.At this time there is no option to opt-out for customer communications. We appreciate Mr. [redacted]'s different point of view and are always glad to hear from our customers.Sincerely,[redacted]Customer Relations & Policy

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.

No response yet from Virginia Power. Waiting to see what they say about constantly nagging me in my monthly bill.

Regards,

Review: Just what is a variable rate for electricity? That's what I was told I was receiving at Dominion Energy Solutions since I was under no contract.Last March I was charged $0.0699 per kWh, I used 2,618kWh and my bill was $183.00.In April I was charged $0.0899 per kWh, I used 2,251 kWh, which is 367 less and I am being charged $202.36.Now there is no explanation of this "variable rate" on my bill and I was told by Customer Service that I would have to pay that rate of $0.0899 till my cancelation date of April 30th, 2014.I honestly believe they raised their prices because they are no longer supplying electricity to customers on as of May 21st, 2014. It will be transferred to [redacted]. These companies offer better rates to get you to switch and then they increase them, it's like a scam!As of today [redacted] has a rate of $0.0536, and they are regulated. Why isn't Dominion regulated? We need to let consumers know this!Desired Settlement: I want a refund of the difference for March, which is April's bill. That is 2,251 kWh @ $0.0699 ($45.02) and I want the month April to be charged at $0.0699. You just can't change the rate without giving a customer the chance to change providers.

Business

Response:

Dear Richmond Revdex.com:

On behalf of Dominion Retail, Inc. d/b/a Dominion Energy Solutions ("DES"), I am responding to the above-referenced complaint.

Complainant is an electricity commodity customer of DES on the [redacted] ("[redacted]") electric utility system in Ohio. Complainant voluntarily enrolled with DES for electricity commodity service by business reply card on September 10, 2009 under a cancel- anytime agreement at the price of $0.0688/kWh through

December 2010. DES sent Complainant a letter in March 2012 advising that the new DES price starting in May 2012 through May 2013 would be fixed at $0,0564/kWh, Once again, Complainant was reminded of the absolute right to cancel at any time without penalty. Beginning in June 2013, Complainant's service transitioned as provided in the agreement to a month-to-month variable price that ranged from $0.0669/kwh until February 2014 to $0.0899/kWh in March 2014.

On April 9,2014, Complainant called the DES call center to cancel service, as was Complainant's right. At that time Complainant was offered a price of $0.0669/kWh to remain with DES but declined. Accordingly, DES proceeded to notify Duke of Complainant's cancellation. Complainant's last Duke bill reflecting DES charges is scheduled to be issued on or about April 29, 2014,3

Complainant has made a number of unfounded aliegations against DES, including accusing the company of a "scanf'. Each of Complainant's allegations of wrongdoing is denied.

1. DES is a licensed competitive retail electric supplier ("[redacted]") in Ohio. Customers such as Complainant are free to enroll with a [redacted], or not. Moreover, despite Complainant's apparent understanding, the Public Utilities Commission of Ohio does not regulate [redacted] prices.

2. At all times since Complainant's initial enrollment with DES, Complainant was served under a cancel- anytime contract which permitted cancellation at any time without penalty or fee.

3. Contrary to Complainant's apparent belief, it is the utility, not DES, which is responsible for determining the date on which Complainant's service with DES is officially ended.

In conclusion, the Company regrets that Complainant was unhappy with DES's service. However, at the same time DES denies Complainant's various allegations of wrongdoing, The Company also denies that it owes Complainant any refund.

I am providing Complainant a copy of this letter by U.S. Mail.

Please contact me should you have any questions.

Respectfully submitted,

Assistant General Counsel