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Dominion Energy Services Inc. complaints

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PO Box 26666
Richmond, VA 23261-6666 | Get Directions

(757) 928-2032

http://www.dominionenergy.com

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Total Amount in Dispute:
$5,400.00

Total Amount Settled:
$0.00

Complaint Experience

50%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

However, the company failed to respond to one complaint.

Complaint Closing Statistics

2 complaints against Dominion Energy Services Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
1	Unanswered

2 complaints against Dominion Energy Services Inc.

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10/26/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $5,400.00 Amount Settled: $0.00

Customer Complaint

9/13/2022

In 7 months my electric bill became $5,400 due to my air conditioning unit not working and consuming more energy then normal and I'm a single mother on low income housing who just can't afford it even on a payment plan my bill is $1500 but I'm not using this much energy I need help bad. I have 4 children 1 being a newborn infant this is unacceptable and I tried to resolve it with the electric company but only answer they have is for me to pay for what I know I'm not using my landlord just fixed the problem so what do I do now? Resolution Sought I would like to be credited back my money due to energy being consumed for broken air conditioning unit I live in a 3 bedroom home 2 1/2 baths where my kilowatt should average 200/300 kw but reading 6000wks.

Company Response

10/14/2022

Company states; Thank you for bringing this customer's concern to our attention. We appreciate the opportunity to research and investigate further. We want to first apologize that the customer is having to deal with the effects of a malfunctioning A/C unit and the elevated bills that follow. From time to time, we do hear of problems with customer equipment causing excessive usage of electricity which of course means very high electric bills. I, as a customer, have had to deal with the same situation. Per the customer's request we have completed a high bill investigation which included a meter test that found no issue on the company side of the meter. Unfortunately, as a regulated utility we are not able to offer any kind of discount on customer bills due to malfunctioning equipment which belongs to the customer. The is because the equipment inside the home falls on the responsibility of the property owner. If you happen to be leasing, it would mean you would have to address the possibility of reimbursement with the landlord exclusively. We do have payment arrangement options available to help avoid the expectation of resolving the debt all at once. The customer may contact our helpline at 1-866-366-4357 to review the options available to them. Thank you again for taking time to write and allowing us an opportunity to respond to you. Sincerely, Troy Norris Dominion Energy Customer Relations & Policy.

3/22/2022

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

2/24/2022

Dominion Energy is increasing fees whenever they desire. Rider credits are being deducted but the Residential service climbs every month. The company claims its runs on a cycle and one cycle have 33 days a month, there are no months with 33 days. February is the only month I believe should be used to add 2-3 days. 11/23-12/23 distribution fee was 80.42; 12/23-01/25 distribution went to 103.29; ESS generation fee 11/23-12/23 was 189.13; 12/23-01/25 was 248.67; transmission fee 11/23-12/23 was 71.71; Fuel fee 11/23-12/23 was 88.33; Fuel fee 12/23-01/25 was 118.68 and all additional fees went up. There is no point in allowing credit pay back to customers if the company can make increases to the monthly bills of everyone involved. This year the weather has not been that cold. I no longer use a wood stove but this company should not be allowed to make charges of this nature and no notifications just increase monthly whenever they wish. My monthly went from 449.24, 11/23-12/24 to 576.39 12/23-01-25. They should not be allowed to charge 33 days for any month because there is no month with that many days. Resolution Sought Stop overcharging customers as shown and only cycle for 31 days a month.

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