Washington Gas

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Someone from Washington Gas spent a considerable amount of time explaining to me the reasons for all the problems they hadThank you for your assistance
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not ideal but acceptable to me.
Thanks for the helping!
Regards,
*** **

February 27, Dear *** ***:The inquiry regarding the above
referenced customer was forwarded to my office for review.We appreciate for making Washington Gas aware of our
customer’s concern regarding the estimated start date reading.Upon careful evaluation
of the customer’s case
Washington Gas will credit the customer’s account amounting to $which
will be applied towards the customer’s gas balanceWe take in consideration
the customer’s full explanation on why the usage should not be 88CCF for a
days period.For inquiries and
follow-up, the customer can reach us thru our customer service hotline at
###-###-####.Thank you for the
opportunity to review this matter for you.Sincerely, John DSpecialist

Industrial RoadSpringfield, Virginia 22151December 14, 2015Revdex.comK Street NW, 10th FloorWashington DC 20005-3404Attention: *** ***Re: *** ***Case ID # ***Dear *** ***:The inquiry
regarding the above referenced customer was forwarded to my office for review.We would first like to ask for an apology to the customer for all the trouble she experienced with the work performed on the propertyThe work is a part of the program to move gas meters from the inside to the outside of our customers home, and associated with that is to cut off the gas while the work is being done for safetyRegarding the service restoration on the house, we have a report dated 12/04/that the work was completed and the gas was fully restored on the property, if the gas is not working, we encourage the customer to contact Washington Gas so we can schedule a relight so we can arrange an appointment where someone would be there to let our technician inside to do the job completely; we made an attempt to get in touch with the customer and only got an option to leaving a message on her voicemail. The next thing that we would like to address is the mess that our technicians left at the outside of the property wherein the customer reported potholes in the form of sinkholes and large holes as described by the customer, the holes are already reported to the appropriate department for restoration.The credit the customer is requesting for the bills that covered May 2015(covers April to May of 2015) to December for a total of $92.36(shown on the table below) will be credited to the account; to compensate for the long periods of having no gas on the property, we will be crediting another $on the account for a total of $172.36.Regarding the customer’s issue with ***, water damage, and pipes that may have frozen, we encourage the customer to call our hotline so we can get the details and further assist with the situation.Gas billLate fees5/7/201516.33 6/8/201510.620.497/8/201510.620.168/6/201510.620.339/4/201510.620.1710/6/201510....⇄ TOTAL90.731.6392.36For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, Isaiah *S*SpecialistConsumer Relations

Company states it has contacted the complainant to resolve the problem

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Good Morning,
My name is *** ***-*** case number ***I'm sending this email as my response to Washington GasI received one call/ message from Washington Gas regarding the problem I have with them since the last response. I had to call Washington Gas numerous of this to speak to someoneWhen I did speak to someone it wasn't the manager that left the messageThe person I did speak with informed me that the only thing they could do was give me fifty dollars off my billAs previously stated in my last response I have been charged a six hundred and sixty dollar past due balance from a mistake on their endBeing a customer I don't think fifty dollars is a justified amount for a large company like Washington Gas to try and settle with their customersYes I was giving the option to pay the amount over three months, but I would never had to worry about that if there wasn't a system errorThe customer should not be responsible for a mistake this largeSomething has to be done, and to say oh take fifty dollars and go on is crazyWashington Gas needs to put themselves in their customers shoes and realize that times are hard and a mistake of this scale shouldn't be covered up or given the cold shoulderThey need to take more pride on how they treat their customers
Regards,
*** *** ***

Industrial Road
Springfield, Virginia
June 24,
Revdex.com
K Street NW, 10th Floor
Washington DC
20005-
Attention: *** ***
Re: *** ***
ID# ***
Dear ***:
The inquiry regarding the above referenced customer was forwarded to my office for review
The account’s previous Budget season ended with a debit balance on November The debit balance was split into installments and was billed on top of the budget amount for the new budget season that started on December
We apologize to the customer for the inconvenience brought by the budget billing and we appreciate the customer’s initiative for calling the customer service hotline to change the budget installment amount to avoid a huge debit balance by the end of the budget seasonThe 6/18/invoice was the materialization of what was agreed in the conversation by the customer and the supervisor to set the budget amount to $The reason the 6/18/invoice reflected a $total amount to pay was due to the $over payment from the previous billThe copy of the bills from December to June is sent to the customer for reference for the actual gas usage and the budget installment billed can be found on each month’s bill
The account being on the 7th installment on the budget and the installment amount set at $250; hopefully by the end of the budget season, in November 2014, the difference between the actual gas usage and the account that was billed will not be so significantIn the event that the account ended up on a debit balance, the settlement amount will be set up for payment arrangement
The customer’s report that the call with the Supervisor that got disconnected was looked into; and found that the supervisor was also not at fault for the termination of the call

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I would like a payment arrangement type deal because the bills were going to incorrect address. I need to be allowed more time to pay my bill. Please see schedule below7/31/2014 419.33- to reconnect
8/15/2014 8/30/14
Regards,
*** ***

February 26, 2015Dear *** ***:The inquiry regarding the above
referenced customer was forwarded to my office for review.Our apology
for the inconvenience we have caused the customerOur goal to provide world
class service entails policies and procedures we have to abideUnfortunately
due
to the Fraud Alert on the customer’s SSN reported through credit reporting
company ***, Washington Gas failed to issue the service order as the
customer desireCustomer needs to provide a copy of the leasing agreement or
settlement papers, photocopies of valid ID’s (one of which must be a valid
picture ID) and a cover letter detailing the request which they can either
email at [email protected] or Fax to ###-###-#### Attention to Correspondence, they can also visit one of
Washington Gas waoffice.As of this
writing, customer already have an existing account with Washington Gas and the
adjustment to bill customer as of 01/31/is currently in progress.For inquiries and
follow-up, the customer can reach us thru our customer service hotline at
###-###-####.Thank you for the
opportunity to review this matter for you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not ideal but acceptable to me. Thanks for the helping!
Regards,
*** **

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

We are moving and called Washington Gas on 11/28/to close our account on 12/01/On 11/29/a technician came to our residence and discontinued our gas service without any noticeWe called Washington Gas that evening to request that they restore serviceNo gas left us without heat and hot waterThey promised a technician would arrive shortly and flagged our case as high priorityAs of 8am on 11/30/no gas had been restoredWe called againThe gave the same promise of gas restoration with high priorityAgain, no gas was restoredWe called for a third time around 4pm on 11/30/and were told that a technician had come to our building (we live in a unit condo), found the main door to the building locked (as any apartment building would be) and left without an attempt to contact usFor a THIRD time Washington Gas promised to restore serviceAt 11PM on 11/30/we received a call that a technician would arrive at 1AM on 12/01/(the day we are vacating the premises) and would need access to the interior of our unit (although the shut the gas off from the outside of the building)This is gross incompetence and without heat and hot water puts our health and safety at risk

Industrial RoadSpringfield, Virginia 22151January 5, 2016Revdex.comK Street NW, 10th FloorWashington DC 20005-3404Attention: *** ***Re: *** ***ID# Case id #***Dear *** ***:The inquiry
regarding the above referenced customer was forwarded to my office for review.Our Field Compliance and Quality supervisor, MrKB***, have made contact with customer our contractor to get a schedule from themAccording to MrB***, we’ve been trying to do this for quite some time nowWe’re positive that we’ll be hearing back from them soon.In addition, the weather will be a factor in schedulingMrB*** has made contact to the customer to apologize for the delay and explain this weather situation.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, Daniel ** A***SpecialistConsumer Relations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I would like Washington Gas to facilitate my confirmation letter on top of the 4/response I do not want to have to call WG, be on hold yet again for countless more minutes, explaining multiple times why I'm calling, transferred multiple times, etcAfter that, I agree to close the complaint
Regards,
*** ***

*** *** ***
*** *** ***
March 14,
Revdex.com
K Street NW, 10th Floor
Washington DC
20005-
Attention: *** ***
Re: *** ***
ID# ***
Dear ***:
The inquiry regarding the above referenced customer was forwarded to my office for review
Gas consumption this heating season is much higher due to the inclement weather conditionInquiry was made to check whether the leak location relative to the gas meter contributed to the reported high gas bill of the accountThe customer’s request for a bill adjustment using the historical usage of the property for the after a leak incident was completed by providing credit on the account
For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####
Thank you for the opportunity to review this matter for you
Sincerely,
*** ***
Specialist
Consumer Relations

May 24, Dear *** ***:The inquiry regarding the above referenced customer was forwarded to my office for review.The customer’s account has been adjusted to bill the gas usage up to 11/18/The Collection agency has been notified and the account removed from collection
efforts as the account stands on a zero balanceThe bills of the customer for the usage after 11/18/were cancelled and are in turn billed to the new owner which is now the active account holder for the propertyWe apologize to the customer for the inconvenience on the delay of the completion of the adjustment.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely,

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Thank you for your help!
Regards,
*** ***

The inquiry regarding the above referenced customer was forwarded to my office for review.As response, we made contact to the customer and had an agreement to restore the gas service based on a reasonable payment plan.For inquiries and follow-up, the customer can reach us thru our
customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely, Daniel A***SpecialistConsumer Relations

June 20, 2014Dear *** ***:The inquiry regarding the above referenced customer was forwarded to my office for review.We first want to apologize for the unannounced meter maintenance (03/31/2014)Our technician’s goal is not to cause any inconvenience but rather to provide
action / resolution on an issue regarding meter readingBased on the previous meter reading and billing statements, it’s all estimated.Our technician replaced the meter reading device for us to accurately read the actual usage, this caused the bill date 04/22/to caught up with the low estimation which caused a high billThe late charge assessed on the account was waived as of 06/13/when our customer spoke to one of our supervisors.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ***.Thank you for the opportunity to review this matter for you.Sincerely,

February 25, Dear *** ***:The inquiry regarding the above
referenced customer was forwarded to my office for review.Thank You for the opportunity to review and provide
resolution to our customer’s concernChanges we’re made to correct the mailing
address of the
billing statement as of bill date 10/13/and as of
02/19/the Secondary account holder *** *** assumes full responsibility
of the service as the primary account holder, removing *** *** on the
account.For inquiries and
follow-up, the customer can reach us thru our customer service hotline at
###-###-####.Thank you for the
opportunity to review this matter for you.Sincerely, John DSpecialistConsumer Relations