Dominion Virginia Power

Review: My husband and I recently moved to Williamsburg from Newport News. Our house was broken into while my daughter and I were home. We have lived here since April of this year. Dominion turned our power off today after taking a payment from our account and applying it to our old residence. We were then told in order to reconnect our power it would be $700 on top of what was already taken out of our account. My husband was on the phone with him and they wanted him to go to the doctor to prove that our daughter has asthma, which is irrelevant. Then they hung up on him. I called back and the woman I spoke with said that I was rude so my husband took the phone and he was told that there was nothing Dominion could do about this. They finally came down to $211 to turn our power back on which we paid because we need power we have a young child here. I am severely disgusted with the treatment we have received today. My husband is police officer and he works very hard to provide for us and protect our community. This issue witht the power was not our fault, Dominion made the mistake and as a business that provides a service they need to fix it. If we could go to a different service we would, this is unacceptable.Desired Settlement: Our power needs to be restored and our account repaid the amount that was wrongly applied to a different residence.

Business

Response:

Revdex.com,

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

Our records indicate the electric service was restored on July 16, 2015. We reviewed our customer’s previous electric service account located in Newport News, Virginia and the payment in question cannot be located without further investigation. The customer may furnish a copy of the payment receipt or proof the payment has cleared from their banking institution. The customer may fax or mail the payment information to:

At this time, our investigation has failed to disclose any payment posting errors.

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,

Review: I am not sure if this is the place to send my problem, but I have tried since Friday to opt out of the smart cooling rewards. I have call several time and have spoken to about 5 persons also called Monday and call Dominion and they could do nothing and was advise to contact smart cooling by email which I could not find also was told that a rep would call to take the item off my 2 a/c's I am hoping you can contact the dept needed for this as the terms have changed for ramdon days from 4-6 pm to every time from 2-7pm and with a large home it takes to much of electric to cool down

the above is the information I tried to email several times with not going , I have call several time again today with no response I am hoping that the Revdex.com can help with this issue to get the item removed from my house that is connected to both my units.Desired Settlement: to get the box removed connected to both a/c units

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 taken strong steps to resolve the technical issues that many of our customers experienced with our Smart Cooling call center regarding hold times and disconnects. On 06/17, we deactivated the cooling device on the customer’s AC unit in our operating system for future events. We processed a request to remove the switch which may take up to three weeks.

We apologize for any inconvenience or frustration this incident 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:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: For the past few months my bill have increased in my home and dominion is billing me anywhere between 400-800 per month in usage. I have a brand new home and was told to have my ac and water looked at. I have had a technician come out to check the power pulling from my home also the appliance in my home and we can not find anything. I have called and asked to have the meter replaced nothing have changed in my house, I am normally billed around 85 during the summer time. I was forced to pay over 1000 last month and my electricity was turned off now I' have another bill of 1300 with in the last 3 month dominion has billed me over 2,200.Desired Settlement: I will like to have my meter replaced as requested and I will like to have my bills adjusted, I have called them to look and compare my usage with my past years and as well as residence to see I'm a single person and no possible way running anything to pull 5500 watts a month I have a business as well that do not use no where near this. I am seeking someone to please send a tech to my location and have the meter which may have went bad replaced and to have my bill adjusted to a fair and normal amount

Business

Response:

July 1, 2015

Revdex.com,

Thank you for bringing this customer’s concern to our

attention. We appreciate the opportunity

to research and investigate further.

Dominion has been working to resolve the customer’s high

bill issue. On June 30 our Service Investigator visited the customer’s

residence and confirmed the customer’s air-conditioning unit was malfunctioning. At this point, Dominion can attribute the malfunctioning

air-conditioning unit to be a main source of the customer’s high bills. Additionally, the customer’s old meter was exchanged

and is scheduled to be tested in our meter shop very soon. The results of the

meter test will be provided to the customer when available.

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,

Review: We signed up for the A/C repair service on 01/14/15. On May 02, 2015 our a/c system needed repair. My husband called Dominion Product & Services, paid the $50 service fee for the repair service call. The repairman came out on Sunday, 05/03/15 and discovered that our a/c compressor had stopped working and needed to be replaced. On Monday, 05/04/15 my husband then received a call from repairman company representative and was told that Dominion Product & Services was not going to pay our claim. My husband then called Dominion Product & Service and spoke with a rep, she told he that the claim would not be covered because payment had not been received for services. Our statement shows 2 different amounts on the front page and each month we would pay the past due balance, the last page reflects the $9.95. For example, on our April 17, 2015 statement it shows pay past due balance of $138.36 by 04/30/15 (which we paid on 04/29/15) and a current balance of $178.85 due by 05/11/15. We thought that this included the $9.95 program fee. We have been paying our bill in this manner for some time and although we are on the budget plan our bill amount fluctuates each month. However Dominion never paid the Dominion Product and Service $9.95 fee. When we spoke with Dominion customer service were told that because we had not paid our bill in full, Dominion put our payments only to our electric bill. Once we realized that we had to pay the total bill before 05/11/15 in order for Dominion to pay for our product and service program, we did so on 05/08/15 with amount of $178.85. But Dominion still did not pay for our products and services program. I was told that our services was cancelled on 05/11/15 due to none payment. I spoke with a supervisor with Dominion product and services and was told that it takes only 24 hours for Dominion to send them a payment. We contacted Dominion Power several times to get resolved but they would not accept responsibility.Desired Settlement: We desire Dominion to correct their billing issues and provide us a refund. I don’t know if Dominion Power is doing this on purpose, due to their billing policy or due to mistakes by their billing department representatives in not sending the payment in a timely manner. However, I do know that this should not be happening to any family. We signed up for this program because we needed to have a peace of mind knowing that we would not have an expensive repair bill and hardship but unfortunately this is exactly what occurred. This situation has cause mental and financial stress on our family which could have easily been avoid if Dominion Power had put their customer first, explain the program accurate, put the correct amount due on the front of the bill including the $9.95 fee and sent our payment to the product and service program promptly. Again we desire Dominion to refund the funds we had to pay to get our a/c working ($3415) which has caused financial hardship for our family.

Business

Response:

In order for Products & Services warranty premiums to be paid by Dominion Virginia Power to the warranty program, all customer account payments must be paid in full and on time. Accounts with a past due balance are subject to termination of the warranty program. Customer notified on 4/17/15 bill of possible cancellation of the program due to past due balance on account. Customer bill dated 5/18/15, full premium payments were credited back to customer account. Warranty program cancelled. Regardless of the status of the warranty program, the plan does not cover compressors. Paragraph 6 of terms and conditions, which all customers acknowledge receipt follows.

Dominion Products and Services, Inc’s Heating and Cooling Repair Program

Terms and Conditions

The Heating & Cooling Repair Program ("Program") by Dominion Products and Services, Inc. ("Dominion") covers all eligible residential forced air heating and cooling systems fueled by electric, gas, propane or oil in single-family residences.

6. The following are excluded from the Program: commercial systems, boilers and water heater based systems, steam systems, geothermal heat pumps, gas engine driven heat pumps, or radiant floor/ceiling heat; routine maintenance such as coil cleaning, duct cleaning, filter replacement, condensate drain clearing and seasonal turn-ons/turn-offs; add-on components including humidifiers, electronic or electrostatic air filters, electronic zoning systems, ultraviolet light systems and condensate lift pumps; auxiliary components including ductwork, grilles and registers, equipment casing/enclosures, condenser pads, snow legs, flues and chimneys. The following coverage limitations apply: The repair/replacement of compressors, indoor and outdoor refrigerant coils and heat exchangers will be limited to the manufacturer’s parts warranty period. Refrigerant leak repairs occurring in areas other than indoor and outdoor refrigerant coils will not be made for systems greater than fifteen (15) years of age. Dominion reserves the right to make final coverage eligibility decisions.

Okay I was late paying a bill. However they turned the power off with a heat idex over 100 degrees. without an email. not taking in consideration I have a toddler at the house. This should be against the law. Said it may take up to 4 hours to restore. I think consumers should have an alternative i.e. a competitor. There customer service is awful!!

Review: My electrical service was disconnected without any prior notice whatsoever. I admit I had forgotten to pay my bill and had received a single reminder via e-mail that there was an outstanding balance, but there was no mention that I was in danger of losing service. I certainly could have paid by credit card or bank draft immediately had I been informed. As soon as I received the message from my daughter that the power was out at home (while I was at work this evening), I reported the situation as a power outage. I would not have thought it was an outage, of course, had I any idea I was I danger of a disruption due to nonpayment. Dominion called my daughter's phone to inform us that it was in fact a disconnection, my daughter relayed the message to me, and I immediately paid the outstanding balance online with a credit card as I would have done had I received any notice that a disconnection was imminent. However, Dominion Virginia Power did not reconnect service and we are as of this writing without any heat on a cold November night and my daughter is unable to do her homework, which requires Internet access. I admit negligence in forgetting to pay my bill, but I do not think a disconnection should have occurred without warning.Desired Settlement: I have no choice in utility companies, so I cannot threaten to take my business elsewhere, as Dominion well knows, but I would like the complaint to stand as a record of unethical behavior, and any charges associated with reconnecting service credited to my account.

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.

While it is never our desire to interrupt electric service to our customers, we use various channels to communicate pending credit action. A review of the customer’s account revealed a notice was displayed atop the electronic bill generated on 10/22/14. On the same day we mailed a separate notice to the mailing address on file. Additionally, two courtesy calls were made using the phone number listed on the account on 10/27 and 11/04; on each occurrence a person answered. To protect our customer’s privacy we furnished copies to the customer via email to review.

The payment receipt information was reported after normal business hours on 11/06; therefore, the service was restored the next day. In the absence of negligence on the part of Dominion, no billing adjustments are warranted.

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

Sincerely,

Dominion Customer Relations

Review: I was attempting to make payment arrangements for a past due balance with cut off notice. I was in a car accident in March and my husband lost his job. He is now working and we have been trying to get caught up on our bills. We are able to pay our past due balance on Friday and willing to set up automatic payment. The Dominion representative and supervisor were unwilling to work with me. They told me "Good luck." I have 2 small children with medical issues and am willing to make arrangements, but they have told me that my electric will be cut off regardless. They told me to try "211." On paper, my husband and I now make too much to qualify for assistance. We are more than willing to pay the balance on Friday, we just will not be able to until my paycheck hits on that date. I am very disappointed in the tone of voice the supervisor, [redacted] had with me. She was very unsympathetic and acted like I was a horrible person. I am trying my best for my 2 kids. Like, I said I will pay the balance on Friday. My children will suffer with no electricity from Wednesday-Friday. The first representative was also very rude and uncaring.Desired Settlement: The ability to make a payment on Friday, June 27th without electricity being turned off on Wednesday, June 25th as scheduled.

Business

Response:

Revdex.com,

We are in communication with [redacted] and working toward a solution which will prevent interuption of electric service. We anticipate and arrangement which will be beneficialPlease contact Customer Relations at [redacted] if you have further questions.

Sincerely,

Dominion Customer Relations

Review: I had no choice but to sign up for Dominion Power as they are the only provider in Northern VA. I had a $183.05 bill due on May 20th, 2014. On June 6th 2014 I paid Dominion on the amount of $200.00 and was ensured my bank would have the payment to them as soon as possible. Without any warning (phone call, e-mail or letter) my power was turned off June 11th 2014. Upon calling today (Friday 6/13) the manager I spoke with ensured Dominion called and sent me information via mail regarding my shut off date. After reviewing my records, I have no missed calls from Dominion nor do I have any live or recorded messages left on my phone regarding a termination of service from Dominion. My mail is delivered directly to my apartment complex and I have yet to receive a letter stating termination of my service. They are still to this day (6/13) showing no record of my $200 payment after countless times contacting my bank ensuring me the payment was posted days ago. Aside from this aggravation, there is no location in Northern Virginia that allows you to pay your Dominion bill without a fee. In this day in age for a bill that you have no choice but to have, how can companies such as Dominion still charge a fee to pay their bill! It is outrageous and poor business on all fronts.Desired Settlement: I am simply trying to have the 're-connection fee" waved as they did not inform me of termination of my service. We are talking about less than $25 dollars. When or if my $200 payment is ever received by Dominion, that would put my account OVER the total mount due at this time. A full investigation regarding these fees for paying their bill should also be performed. Dominion should provide an easy way for their customers to pay an electric bill without penalizing them.

Business

Response:

Revdex.com,

Thank you for bringing our customers' concern to our attention. I have taken this opportunity to review the details of the account in question.

I found no payment of $200 on the account. While the customer indicated in this communication that he paid through his bank, our notes indicate the customer stated the payment was made through a third party vendor. If the customer has evidence from his bank that the payment cleared with Dominion, we would be happy to research further.

We find no return mail for the bills and notice sent. Additionally, the phone number associated with the account was used to leave a voice mail message regarding pending disconnection. We feel the customer was duly notified of pending disconnection.

For these reasons, waiving the reconnection fee is not appropriate.

Further questions can be directed to Customer Relations at [redacted].

Sincerely,

Dominion Customer Relations

Review: Dominion Power gave me a turn off notice. I made a arrangement with them to pay. I am on workmans comp and my check did not come on the day it was supposed to. The very next day at 10:00 am I asked my brother to loan me the money so my power would not be turned off. He wired me the money and I went and paid the required amount. Then I called them to tell them I made the payment and they said that it was too late and I was going to be turned off if I did not come up with another $204.00 rite now. I asked to speak with a supervisor who was reading well rehearsed answers and told me there was nothing they could do. The turn off notice was sent out. When asked what the 204.00 additional money was for they said it was another deposit and some other charge. I asked to speak to another supervisor and I could here them laughing in the back ground as I pled my case. She told me the same thing. Power will be turned off. I was very professional and thanked them for there time. I then called the Virginia state corporation number and was treated with total respect. The lady herd me out and said she would contact Dominion and get back to me in a couple hours. She called back and told me they gave me 10 days to come up with the new amount. Much to my surprise! Now I do not pay on time all the time. My power has never been turned off. I always pay the LATE fees for paying late and I even had a return check once because it took 3 weeks before Dominion deposited the check. To date I have paid that check off and still have not had it returned to me. There is no way a public utility who has a monopoly in this region should be acting like Judge, Jury and executioner. Also I live in a small 350 sq foot apartment. I have a 5000 btu window air conditioner, no dishwasher, no washer or dryer and have not bought anything new for years. Yet my bill is almost always over $100.00 and this month its $140.00. I complained about the bill and was told the meter is working fine. I have been a service manager for 30 years in residential management. I certified to fix HVAC, perform repairs on electrical, plumbing, carpentry etc. There is no way in this world my electric should be this high on such a small apartment. That's a professional opinion. Bottom line. This company would not even work with me in any way even though I was making a good faith effort to pay my bill. They purposely made it impossible for me to pay my bill. The last payment I made was 12 hours after the agreement date because of the comp check not coming. Shame on this company and shame on Virginia for letting this kind of disrespect to be allowed. I fill like a little kid in school be scalded from a teacher. I'm 53 years old. Please investigate this company! Also upon review of my payments and billing on there web page the numbers do not add up. We are stuck with this company if we want to live here. In [redacted] you have a choice of companies and many states are like that. My main complaint is this: If the state corporation got me 10 more days its apparent that this could have been handled with me on the phone pleading my case. Dominion PURPOSLY made me report them to get a extension. I want my check back and I don't feel they should be charging people more of a deposit when they cant pay what they already owe. Thank you in advance for your time. I look forward to hearing from you. My next step is the local television media. Im not taking this kind of unprofessional disrespect from a utility company.Desired Settlement: I would like my check back. I don't feel I should have to pay an additional deposit. I would like to be offered a payment plan like everyone else. I am eligible for it. and I want my meter replaced. Oh and a apology in writing would be nice but I wont hold my breath.

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. Questions raised by the customer are addressed below.

Broken Payment Arrangement: Dominion makes every effort to assist customers that are unable to pay past due balances in order to prevent interruption of services. In this instance, the customer had a previously broken long term plan which made the account ineligible for an additional plan for 12 months. The customer was offered and accepted a short term extension in which the due date was made clear. Long term arrangement for this customer will not be available until February 2014.

Returned Check: Dominion did not receive the payment in question from the customer by paper check. The customer paid at an authorized payment center which transmits payment information electronically to Dominion. The customer will need to seek further information from his financial institution.

Security Deposit: Dominion's Terms and Conditions (T & C) as filed with the Virginia State Corporation Commission (SCC) allows for assessment of security deposits when necessary to secure an account. The security deposit billed to this customer is appropriate based on credit review.

Request for Meter Replacement: Dominion's T & C as filed with the SCC allows for customers to request a meter test as frequently as every two years. Meters must test within 2% high or low of 100% accuracy. The meter used to bill for this premise tested within accuracy limits on May 1, 2012. Additional testing and/or replacement is not appropriate in this instance.

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

Sincerely,

[redacted] - Dominion Virginia Power

Review: I have been a customer of Dominion since August 2008, and resided in the same residence for the last 7 years with just one 15-month break. My bills in the summer were always around US$100 at most, and April and October were the cheapest months - some years I paid around US$60/70. In April 2015, I received a bill for US$150, which I thought was on the high side, but since the winter was so cold, I didn't realize that this was a sign of worse things to come. My May bill was US$260 and June was US$350. This is outrageous and completely unfair. It does not reflect actual usage - my household composition and usage has been the same.

After I got the May bill, I called the HVAC company to come any check our unit, because I thought it was the malfunctioning air conditioning, but nothing was wrong with it. After the June bill I called Dominion but was told that it was a "hot summer this year". I then contacted an electrician to check out my usage at the house, and he found that my load report did not correspond to the meter reading. I started investigating what happened, and found out that Dominion installed a new smart meter in March 2015 without my knowledge and consent. I was then able to get Dominion to send someone to the house, but all the person did was do a meter reading and told me that we should keep the temperature at 74F! This was just insulting - we have been keeping the temperature at 78 and 79F because we are so terrified of the high bills. Dominion promised to send someone to replace the meter, but at this rate, I am afraid that my July bill will be US$500 and I am terrified of checking my usage each day. I asked whether I would be reimbursed for the overbilling and was told that it would happen "if they found out something was wrong with the meter". Well, there is clearly something wrong with the meter and I need this to be addressed asap.Desired Settlement: I would like to be reimbursed for the amounts that I was overbilled since the new smart meter was installed in March 2015 - this would mean a reimbursement of 500$. 250 for June, 150 for May and 80 for April 2015 and a proportion of the March bill after the new meter came on.

Business

Response:

Revdex.com,

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

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 July 10, to inspect the meter and ensure the customer was billed for the correct usage. Our representative obtained a “visual” meter reading which was in line with previous meter readings and performed a calibrated meter test.

The meter was found to be recording 99.82% on the Light Load and 100.05% on the Full Load. The standards filed with our regulatory body require recording within 2% plus or minus of 100%. The results of this test reflected that the meter was recording well within the accuracy limits as set forth by the Virginia State Corporation Commission. Our investigation has failed to disclose any conditions which would indicate the bills previously rendered were incorrect.

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,

Dominion 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.

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

Regards,

At this stage, I am not satisfied with Dominion's response because they actually went ahead and replaced my meter on July 10, 2015. They took away the old meter and have not provided me with any written documentation on the old meter and the test results. I am working with an electrician who is preparing a detailed analysis of home usage vs. meter read, and that should be ready shortly. Until I receive a detailed Dominion response on the old meter functionality and test results, I do not think that they adequately addressed my concerns. Also, the fact that they replaced the meter shows that they did not think the old meter worked right, and they owe me money.

Review: I have never received a refund check for my security deposit with Dominion. I was told that the check was traced, and that I should have received it but it never was. I also have reasons to believe that I was overcharged for my meter usage, and paid far more than what was due. Dominion has been very unhelpful in resolving both of these issues. My deposit needs to be returned, and I also seek compensation for being, what I think, wrongly billed for much higher usage than what was capable in my previous residence. Any help would be greatly appreciated.Desired Settlement: I would like a new and actual refund for my security deposit, the full amount that I had to secure, and also a refund for what I was overbilled for in the 15 months of service with Dominion.

Business

Response:

Dear Revdex.com,

We received your inquiry on October 11, 2013. Our customer was sent a refund for the security deposit mentioned on June 5, 2013 to the mailing address indicated by the customer. The refund was cahsed on June 11, 2013 and the customer was sent a copy of the cashed refund check on October 8, 2013.

We attempted to reach the customer by voice mail on October 11, 2013 and to date have not received a return call.

We must assume that her concerns are resolved including her concerns about overcharging since she has not returned our calls.

Should [redacted] wish to further discuss her account, she can call Customer Relations at [redacted].

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.

I did not receive the full amount of my security deposit, which was nearly $[redacted]. I was also heinously overcharged for my energy usage. I demand a refund for my FULL security deposit and the amount that I was overcharged. I am willing to continue to contact other investigators into this matter.

Regards,

Business

Response:

Dear Revdex.com,

[redacted] was assessed a security deposit on February 12, 2012 in the amount of [redacted]. There was never a deposit amount of [redacted] charged to [redacted]. The last payment made to the account before service ended was for $** on May 9, 2013. This left a credit balance of [redacted]4 (14 cents). The bill for May 13, 2013 was in the amount of $[redacted] bringing the total due of $[redacted]. [redacted]s' final charges billed June 4, 2013 totalled [redacted] which left an amount due of $[redacted].

[redacted]s' security deposit was credited back to the account, including interest not yet applied, in the amount of [redacted]. This left a credit balance of [redacted] which was refunded to [redacted] on June 5, 2013. The refund check was cashed on June 11, 2013. [redacted] requested and was sent a copy of the cashed check on October 8, 2013.

[redacted] bills were calculated using actual meter readings at the premises. Charges were for actual not estimated usage.

I hope that this detailed explanation of [redacted]s' account resolves her concerns. If [redacted] has additional questions regarding her account, I would be pleased to speak with her.

Sincerely,

Review: 9/3/2013 When we returned to home from grocery shopping around 8:30PM, we smelled something burned. The voltage fluctuated, so the lights were light and dim.

Then we found out the following items did not function due to the fluctuation:

Air conditioning systems (both systems)

Car garage opener system

Master room 29" [redacted] TV

Dishwasher

Built-in microwave

Built-in oven

Rice cooker

Guest room alarm clock

Family room extension cord

Basement cordless phone

Garage timer

9/4/2013 We hired an electrician to check the utility problem and was informed the voltage fluctuation was caused by Dominion wires installed outside of the

house. The circuits in the house were good and had no problem. Therefore, my husband, [redacted] reported the power outage to Dominion, so Dominion sent

a technician in the evening to fix the problem temporarily by putting an equipment to balance the power from entrance to entire house.

9/5/2013 Another technician named [redacted] stopped by to remove the temporary equipment and fixed the wires. The job number is [redacted].

([redacted]) Part of the repair work was done in next door neighbor's front yard, and the landscaping was ruined. [redacted]

called Dominion Power to make a claim and was told response should be received within 3 to 4 business days.

9/6/2013 [redacted] made a follow-up phone call and was told the case was under investigation. An claim investigator should contact us by 9/10/13. We were instructed

not to repair the damaged items until hearing from the investigator.

9/10/2013 [redacted] didn't get a response from[redacted] Dominion Power, so another follow-up call was made. [redacted] was finally assigned as the investigator. [redacted]

called [redacted] around noon and got a call back at 2:14pm. [redacted] name, phone number along with job number was provided to the investigator.

[redacted] also described this incident to [redacted]. The investigator promised to call back after he talked to . [redacted] also confirmed we did the

right thing not to repair the damaged items. ([redacted])

9/11/2013 [redacted] made a follow-up call to [redacted] and he was out of office. Left a voice mail. [redacted] called DP Customer Service again and hopefully got another

investigator to be assigned due to the urgency and hot weather conditions. The rep said the new investigator name and contact information won't be

available until the request goes through. To get a new investigator assigned, [redacted] was put on hold for transfer to another department and waited for 30

minutes without anybody answering. [redacted] contacted [redacted] and learned the power outage was caused by neutral; however, he didn't know what

caused the neutral problem. [redacted] also informed his boss received an email from Claim Department regarding this claim, so he directed [redacted] to

contact his supervisor for further details. [redacted] made a call to [redacted] and left a voice message. No response was received.

9/12/2013 [redacted] made a follow-up call to [redacted] at 10:18AM and left a voice mail. [redacted] called back at 10:32AM and informed the case was pending based

on a last question with [redacted]. [redacted] needed to find out if this voltage problem was caused by Dominion. [redacted] informed a lot of customers

take advantage of Dominion Power to get reimbursement to replace with new appliances. Then, [redacted] directed us to get AC fixed and work with

insurance company to get reimbursement before a decision is made by Dominion Power. [redacted] asked our neighbor to file complaint about this case

since their landscaping was ruined due to repair. The whole conversation was not very pleasant because [redacted] criticized why we didn't take actions

to get AC fixed whether Dominion Power will compensate the cost or not. A clear guidance was never provided by Dominion Power when [redacted] asked

how we should expect this case to be handled in the past several days.Desired Settlement: We prefer Dominion Power to be responsible for damaged item replacement, installation and repair cost caused by this voltage fluctuation incident. DP also owed us an sincere apology. We are DP's good customer and never be late for any payment. When we need help from this vendor, their customer service and claim department do not show any willingness to help us out. [redacted] even questioned us why we didn't make a claim to our insurance company since we paid insurance premium. Is this a right attitude to take care of a customer?

Business

Response:

September 20, 2013

Dear Revdex.com,

Thank you for bringing this concern to our attention. We appreciate the opportunity to research and respond.

Upon receipt of the customer’s complaint, we immediately began to investigate the customer’s concern. On September 4, 2013, Dominion received a trouble call for partial lights at the customer’s residence. Our Dominion serviceman responded to the trouble call on this same day. Our serviceman found the neutral wire on the underground service line that feeds the customer’s residence simply failed resulting in what we refer to as an “open neutral.” An open neutral can cause abnormal voltage. The damaged portion of the line was spliced and appropriate repairs were made to restore the customer’s electric service. When the supply of electricity fails or becomes altered due to circumstances beyond our control, we cannot assume responsibility for related losses. As a result of our investigation, we concur with our Claims Department findings that Dominion was not negligent.

We regret the losses our customer has suffered as a result of this incident. We recommend the customer submit a claim through their homeowner’s insurance carrier to recover associated losses. We know this was not the answer the customer was hoping to hear; however, we hope Dominion’s position is understandable.

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

Sincerely,

Dominion Virginia Power

Customer Relations

Review: I've recently received my new bill and noticed that the bill is $207.79. Which is completly botched because I don't use that amount in service.From further reviewing my bill I noticed that my kWh has been in error.Dominion has been reading the wrong meter. My meter is the second meter. In November of 2012 when my service was cut off Dominion puts a red tag on the meter.That red tag was on the second meter. When they came and turned my service back on I personally watched him take the second meter apart and put it back on, but yet they continue to read the 1st meter which has my meter sticker number on it but is not mines. Also the 1st meter they're claiming is mines the original adress is scratched off and my address was added on and the meter number sticker is peeling off and looks like it's been added on to the first meter it looks nothing like the other meters like the sticker has been there.I've called Dominion in the past about the errors on my bill and showing how my kWh has been for the past 8 months between 256 and no more then 507. But in August 2012, Septrmber 2012 and June 2013 it has jumped to 1215kWh, 1031kWh and 1244Kwh and that can't be possible. I've just had a leg amputation, 3 life threating surgeries where I have proof that I've spent months in the hospital for recovery. And my wife has been in the hospital with me everyday besides her being at work doing at least 10 hours. SO it is no way that I'm using service in this matter. I noticed that the meter that they are reading is incorrect and the last 5 times I've contacted them on 6/21/13 I was told that they had to transfer me to the service department after I told them the problem but the transfer never happens they continue to hang up on me. They have noted my issue but they're doing nothing about it but continue to transfer me to a dial tone. I know that they are reading the wrong meter because I saw what meter they cut my service off from. And the meter they say is mine is not. Every time I call I get no help.Desired Settlement: I would like them to send a service man out so he can shut my power off in front of me and I prove to them that they have been reading the wrong meter and refund me the difference of what my real service would have been if they have read the correct meter.

Business

Response:

Dear Revdex.com,

Thank you for bringing our customers' concern to our attention. We have visited the residence with Mr. [redacted] present and determined that the correct meter is being read for his services. Please contact us if Mr. [redacted] has further concerns that have not been addressed.

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,

On June 21, 2013 I filed a complaint. Complaint #[redacted] in regards to me believing that dominion has been reading the wrong meter. That issue was resolved, but since then me rarely being home or using power my wife started to monitor the meter every week writing down the change in the meter to see how the usage is being used. As of June 26 when the meter guy came out my wife has checked every week. And the usage has been as followed. The meter started out 72453 as of my bill. On 6/30/13 the usage was at 73046. On 7/6/13 the usage was 73134. On 7/14/13 the usage was at 73362. But on 7/17/13 my wife heard a banging sound as if someone was at our door. When she went and checked a Dominion truck was outside so she went to check the meter. As she went to get pen and paper the meter guy left and when she checked the meter it was at 74890. And that is impossible when she just checked it 3 days ago. And then she complains is changes. So she called Dominion and spoke with a Supervisor name Ms. [redacted] explained the situation and she asked did we get anything new because that shouldn't be possible for the bill to go up like that. She wanted to check and be sure that the meter was correct so she had me take the fuses out but the phone disconnected and no one has gotten back to me about the issue since my call on 7/17/13. She agreed before we got disconnected that is strange for it to be that high. I have pictures of the meter as of the 7/17/13 reading showing that the meter went up to 74890 but as of 7/14/13 it was at 73362. I know that this meter guy opened my meter and changed it. Because when they remove the head it makes aloud sound when you pop it back on that's what woke my wife up. I'm a handicap man with one foot. I go to the doctors for blood check every week, I have only 2 T.V only one is used and my wife works and was out of the state for a week. It is no way for that to have jumped like that. Now Dominion is trying to cut me off due to this new out rages scam. Something is wrong.

I want Dominion to come out and check if this is a faulty meter and use the correct usage that I was at on 7/14/13 which is 73362. Because I know the meter guy changed that meter up ahead. It is no way I used service of 2,437 kWh. I want someone to come out and look at this meter and my pictures to show that it has been tampered with.

Desired Settlement: Refund

Business

Response:

Dear Revdex.com,

Thank you for bringing our customers additional concerns to our attention. The meter readings have been reviewed in detail. It appears the customer is not reading the meter correctly based on our readings on file and the attached picture. The picture of the meter sent as of 7/17/13 shows the meter reading 73833 not 74890. The usage from our registered reading below to when the customer took the picture is 49kwh and appropriate for a tempurature high of 96 degrees.

The transmitted meter readings for July so far are as follows:

7/1/13 73086, 7/5/13 73247, 7/8/13 73399, 7/9/13 73417, 7/10/13 73464, 7/17 73784 at 07:24:18, 7/19 73903.

These readings may be helpful assisting the customer in understanding his usage. It is important to note that this meter has an electronic device that transmits the readings to a van. Any time our vans are within transmission distance, the meter will register a reading. When the meter reading was checked, with the customer present, the device was checked against the dials of the meter and found to match exactly.

I would be pleased to assist the customer in understanding how to read his meter and have left a message for him on voice mail to contact me at [redacted]. I look forward to speaking to our customer and to a subsequent favorable response.

Sincerely,

[redacted] - Customer Relations

Review: I have had service fur year's with dominion at [redacted] The end of Dec I was in process of closing on house at [redacted] So on Dec29 I requested a transfer too New address and was fine but dominion told me that shortly afterwards I put in for cancellation. You can't get electric from no one else so I didn't cancel anything then on Jan 15 they turned off electric at 1416 where I live and went whole weekend without service they says they couldn't help till Mon the 18th if we had choices I would never go back to them I'm in my new house without power because they didn't confirm a cancellation which I didn't doDesired Settlement: A discounted bill for no power n having to throw out food in freezer since it defrosted

Business

Response:

RevDex.com,

We

have reviewed the concerns of our customer and found the following:

Service

order to start service at [redacted] and end service at [redacted] was requested online at 11:35 12/29/15Service

order to start service at [redacted] was canceled online at 23:10 12/29/15The

previous customer service order to end service was completed at 11:22 1/15/16Same

day service order to start service was requested by phone 20:32 1/15/16Service

was restored 21:40 1/15/16 and set in the current customer’s name

The user

name used to initiate and cancel the order online has been validated as one

used by the complainant for both premises.

No

compensation is appropriate based on this review. Further questions can be

addressed by calling Customer Relations & Policy at 1-800-938-2118.

Sincerely,

C.

B[redacted]

Customer

Relations & Policy

1-800-938-2118

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: I have an account with Dominion Power. In December I looked online in which I conduct all of my business with them and it stated that I had 0.00 balance in which they gave me a credit in November. January I received a bill in the mail stating I owe $528.00 this included a deposit. I called Dominion Power and they stated that there was an error and someone called and cancelled power service. Well they accidentally posted that cancellation to my account. When they realized the error they started a new account in which I was stuck with new deposits. I told them that it wasn't my fault and how can they do that. The customer service representative stated it was nothing he could do about it and that's what I owed. I don't think that is fair nor in good practice being that I was not the one who caused the error. Can you please help me. My name is [redacted]. [redacted] Acct#[redacted]Desired Settlement: I would like this billing adjusted because the error was not on my part.

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 regret the incident that caused our

customer’s account to close in error.

When an applicant requests service at a new location, we accept the new

application in good faith unless there is questionable information. There are

rare exceptions, as in this instance, when we are given the incorrect address.

Our records indicate when the account

closed the deposit on hand plus interest totaling $290.29 was applied toward

the closing bill dated November 13, 2015.

Based on a review of the payment history within the last 12 months the

new account needed to be secured. When

the new account was established a deposit for $280 was requested and billed in

three installments; two at $93 and the final installment at $94. Accounts

are reviewed one year from the date the last deposit installment is 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 concerns. If you have any

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

1-800-938-2118.

Sincerely,

Ms. K. C[redacted]

Dominion Customer

Relations & Policy

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I made a payment in December 2014 of $133.35 (total bill $266.70) which did cause a forwarding balance of $133.35; however, my January 2015 bill alone without the $133.35 was $301.97(!!), even taking out the $92.00 installment added that’s still over $200.00. This seems outrageously high since the home is no more than 1100sq ft (my previous home was over 2400sq ft and the bill was never more than $150.00, and we were not on budget billing). This has been a consistent issue since I purchased the home 3 years ago. We do have base board heating at this home, but as I tried to explain to the CSR we are never at home until close to 8pm, and nothing is running. Base board heating allows you the luxury of only heating one room at a time, it takes mere minutes to heat a room, and it stays warm throughout the night. As expected, the CSR couldn’t explain my bill(s) to me at all (and why it’s been so high over the years) all she said was it looked normal for the seasons. I also tried to explain to her that I did not sign up for budget billing which my bills states I did. Budget billing isn’t too much off from the regular bill so why accumulated an accruing balance on the back end to save $20.00? She of course brushed this off and continued on with her consistency lines. My gripe is with the billing for the past 3 years; it’s always been excessive, Winter, Spring and Fall. So still sensing I wasn't going to obtain any resolve I asked if they could send someone out to look at the box to make sure it was working properly; she explained they do not do that automatically without having customers speak to the Energy Saver Department first and then they only send someone if your bill warrants it. She then transferred me to that department with a 18 plus minute hold time. I have absolutely no problem paying my bill, but I want some assurance ( and thorough explanation month by month) as to why an 1100 sq ft home is using more energy than a 2400 sq ft home – the math just doesn't add up. I also need someone to look at my billing usage - - it seems that on some bills I am being charged for 30 days and others 90. I have never called into Dominion before and griped about my bill even after feeling over the past 3 years that it was excessive. I just simply paid it and went on about my day. It’s just sad that the one time I do call Dominion seems to have “forgotten” what true customer service is, and simply brushed me off.Desired Settlement: I want a fair billing adjustment and an explanation of EVERY charge on the bill and not just, "It seems in line with the previous season(s)." And most importantly I need someone to come out and check the meter without being told we simply don’t do that unless its warranted because I truly feel it’s not registering properly for us.

Business

Response:

April 15, 2015

Revdex.com,

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

Dominion made several attempts to contact the customer by telephone and we regret we were not successful. To assist the customer, the Company would like to discuss high bill concerns and offer to test the customer’s meter on- site. The on-site meter test requires scheduling; therefore, we prefer to speak to the customer and coordinate a date and time to test the meter. If the customer would like to learn more about energy conservation, please visit our website at www.dom.com and enter “Energy Saving Tips” in the search field.

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

Sincerely,

[redacted]Customer Relations & Policy

Dominion Virginia Power

Review: Mid April 2013 Dominion Va. Power company drove down my private driveway at: [redacted]. [redacted] to replace old electric line poles. New poles are at least 40 feet high & 10" wide. 2 poles replaced, each thousands of pounds each carried in on trailers with extra large vehicles w/crane to install each. Instead of using main road (52 low bottom lane west) to the location, Dom. Va. Power chose to use a private driveway I maintain myself for their easier access, destroying the driveway due to the extreme wet weather we had. By doing so, they wore deep tire tracks, measuring up to 13 inches deep and about 15 to 20 feet in length into my driveway. I contacted Dom Va Pwr several times. Spoke and emailed (I have emails w/photo's of damages I sent to Dom Va Pwr on file along w/ Dom Va complaint #[redacted])I spoke to [redacted]. Early on with complaint Dominion tried to say it was water run off. There was some rain water erosion at top of driveway down to drain pipe running across drive way but, None were 10-13 inches deep and 15 to 20 feet long like that left by the trucks and trailers Dominion used too replace poles. Once I sent the photo's of tire tracks and continued to complain,By end of May 2013 [redacted] agreed to pay a percentage of repair cost. I said ok and have tried since to get someone out there to repair the drive. I was willing to settle for someone to just grade the driveway so the rut's were gone. I had 2 contractors estimate damages of $1000.00 to fix problems. I've spoke & contacted several farmers w/tractors to grade the drive-none could do it. Nov. 3, 2013 was the final rejection from anyone out there I've offered too pay for a fix of the problem. I don't have a $1000.00 dollars to fix a problem Dominion caused. I've not contacted them any further since June 2013. I know it would be same dismissing attitude and call us when it's fixed etc.Desired Settlement: I want Dominion to use their construction equipment and fix it.They should have done this in first place once they were contacted of damages they caused. Instead they tried to blame me and make me fix their damages.I tried to get it fixed but I do not know many people out there to get it fixed. If I have to spend $1000.00 to fix problem, it will be to obtain legal counsel.They have the equipment, just fix it. Why should I have to repair their damages?

Business

Response:

Revdex.com,
A Dominion Virginia Power Claims representative discussed issue with customer on 5/8/13. It was agreed that Dominion did not cause all damage to drive way but we do acknowledge leaving tire marks. We did agree to pay a portion of customer's estimate for repairs. Customer was to obtain an estimate and then contact Dominion's Claims Department to discuss Dominion's contribution to the repair. Current contact for Claims Representative handling this issue is phone no. [redacted]. Customer should contact Dominion's Claims Department directly.
Sincerely,
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: [email protected].

Regards,

Spoke with [redacted] over the phone, he has accepted the offer of $[redacted].00 and agrees that it would resolved the complaint. The check should be in the mail today or tomorrow.

Review: Once again another dominion employee came to my door to ask me if I know about the energy conservation program. I told him yes and that I am not interested. I am already very energy conscious and green so I do not feel the need to let a very angry rude stranger into my house to tell me about my ac and water usage. He argued with me for awhile and kept telling me how its really quick and being very pushy and rude about it. I finally told him I don't care because I am selling my house just to make him go away and he got very angry with me and said in a very loud angry voice "so what about the next home owners" in a very condemning way. At that point I just slammed the door on his face. I could not believe this company sent him to my home in the evening to harass me. I even told him I am feeding my child and clearly had a jar of baby food and he still was rude and pushy. I still cant believe what happened.Desired Settlement: I would like to find out which employee was sent to my neighborhood and showed up at my house on october 23rd around 5:10 p.m. and I would like to know that some action was taken to correct his attitude to customers.

Business

Response:

Dominion Energy Conservation Program Manager called customer on 10/24/14. Explained the person at her door was not a Dominion employee. Most likely individual was working for an independent contractor. Customer uncertain. We did apologize to customer for unprofessional manner in which she was treated by the contractor. The [redacted] is overseeing all contractors working in energy efficiency programs to remind all of their expectations. No other action as Dominion employee not involved and actual identity is unknown.

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.

Was not uncertain and was told by the person I talked to that they would be looking into which contactor was in the area at the time and would follow up. Dominion power contracts the company so yes the fault lands on dominion power for contacting such rude contactors.

Regards,

Review: We are a family of 7 and are in a bit of a financial stress since my wife was laid off 1 year ago,with that being said I,v been a customer of DVP for over 22 years at the same address, any way our bill got above normal this winter and we needed assistance and did find help and they paid $900.00 on or around 03/12/14 so when I came home after work 6:30 pm on th 24th of march 2014 and had no electricity and noticed a BIG LOCK on the outside panel I called they said no payment of $900. was made and that my last payment was nov. 2013 for $200. when I said how much is the bill he said $1440. or so and I said are you sure no payments were made he then paused and said oh yea here it is, I said great now can you turn the power back on I have 5 kids and its 31 degrees in my house he said no that would require an additional $442.00 so I used what was earmarked for my mortgage and paid $445.00 and he said they will turn back on this evening just then my wife called and said don't use the mortgage money that SHARE a non profit organization already paid the bill when I called back they said my total bill was $1343. and I had to pay $339. when I told her those were not the figures I got ten min.ago and why did they just take a double payment she asked to put me on hold and when she came back she did apologize and tried to justify all the confusion, I said im cold my kids are cold its getting dark I would just like my power on asap and she said the order was in and said they will be there by midnight or sooner , well me and all the kids piled into one bed around 11:00 pm very cold and dark I made one last call that was immediately put on hold for 13.min. plus as my cell phone battery was fading quick when someone finally answered by saying dominion va. power EMERGENCY I just had to laugh, I was very cold and mad and she assured me they would be there by midnight, well low and behold midnight came and went and they did not show, however 12:44 they did show and restored power,moral of this complaint,loyale customer for over 22yrs and I was lied to, each person had their own totals and stories , very unproffesional, two different parties paid two different totals and they still could,nt deliver what they( 4 different representatives ) said they would deliver , my powerDesired Settlement: nothing more than a phone call from a service rep explaining that they removed any and all late fees, and removed the $60.00 they are charging me for same day power restore and to let me turn off their power the next time it drops below freezing,

Thank You for listening

Business

Response:

Dear Revdex.com,

Thank you for bringing our customer's concerns to our attention. Per the customer request, we attempted to contact him at the number provided twice since receiving your inquiry. To date we have received no reply.

If [redacted] would like to discuss his concerns he can call Customer Relations at [redacted]. We will be pleased to assist him.

Again, thank you for your inquiry.

Sincerely,

Customer Relations

Review: Had service at [redacted]. I had service at that location since 2006. I travel in and out of the country and several bills have been missing since the start of my service since 2006. I have asked copies of all bills since 2006 and they give me the round around and tell me they will but I have not received anything. Every time I call, I am put on hold for a long time, then transferred and then get disconnected. Customer service is very bad and inneficient. They also claim that they will call back but they don't. Tired of dealing with dominion employees that don't care about customers.Desired Settlement: I want to receive copies of all bills at [redacted] since 2006 to 2014

Business

Response:

Revdex.com, Copies of original billing statements are maintained for 18 months. Final billing for this service under this customers' name was Feb. 3, 2014. Therefore, copies of statements are not available. However, account records are retained for a maximum of three (3) years from the current date. This information has been sent to the customer as of March 2, 2016. Information prior to March 2013 is not available. For further questions, contact Customer Relations & Policy at 1-800-938-2118. Sincerely, C. B[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.

[Provide details of why you are not satisfied with this resolution.]i have been requesting this information for a long time and they did not respond. If the time has expired now is due to their negligence. I am entitled to have all bill copies and I am also aware that they have an archive that dominion power has an archive that they can go to and get old bills and payment records. They just don't want to do the work to get the old bill records.

Regards,