Washington Gas

We
thank you for the opportunity to respond towards concern raisedFor
the purpose of making sure that the privacy of the account holder is
not broken, as the name of the case filer is not on the account, the
account holder was contacted to get consent to discuss the account
in
this letterIt was verified that the account holder used his second
name in filing the caseThe customer was informed that the deposit
request was removed as a courtesyThe customer explained his
attempts were unsuccessful in enrolling to Automatic Payment Plan
when it was clarified to him that the account was never enrolled to
the said programThe customer was advised that the website is
available for the customer to make the enrollment thus making sure
that future payment will be made on timeFor 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, William S*SpecialistConsumer Relations

Per response forwarded 7/14/15:
text-transform: none; white-space: normal; widows: 1; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-">Dear *** ***:The inquiry regarding the above referenced customer was forwarded to my office for review.In behalf of Washington Gas, I would like to apologize for the incorrect information provided to the customerAs customer desired, we will process the refund amounting to $which we will mail to the customer’s current service address.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

January 2, Dear *** ***:The inquiry regarding the above
referenced customer was forwarded to my office for review.We apologize to the customer for the inconvenience
brought by the concern of having the gas turned onWashington Gas strives to meet the
customers
need when scheduling service appointments, but appointment window options
offered are based on available field service resources and appointments already
scheduled with other customersDepending on the service required and the
customer’s flexibility with when the service is to occur, Washington Gas offers
morning, afternoon, and all-day appointments, with limited 3-hour windows also
availableThe courtesy call
ahead from the technician before they arrive to the property is not a guarantee;
therefore, the customer must be at the property during the entire appointment
window scheduledThe second appointment set for 12/23/between 12:00pm to
5:00pm also yielded the same finding with the first appointment on 12/22/
that the property is not yet ready for turn on The customer was advised by the technician
what needs to be done before gas service can be restoredThe customer can reach us thru our customer service hotline at
703-750-to reschedule another appointment once the property is ready to
receive gas service.Thank you for the
opportunity to review this matter for you.Sincerely, William S.Specialist

[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: In my discussion with Lynette B*** from Washington Gas we discovered that while I had the account changed over to my name, she couldn't seem to figure out where the charges came from and why the amount was so highAfter a few days, she informed me that these charges may have accrued from the peak winter season of December to March I informed MsB*** that I satisfied all my utilities bills prior to leaving in or around January and was never sent notice of a balanceI told her that the account was closed at my departure from the residence and that I should not be responsible for February or March MsB*** said she would have the bill itemized to see how much was owed for those two months and to then consider an adjusted amount. I spoke to her this morning and she said she would forward my paperwork to another representative for the itemizationThat was the last time we spokeMy service was disconnected todayWhen I called to speak with her she didn't return my callI eventually spoke to someone in *** Maryland, who informed me that the service should have never been disconnected, especially without prior notice, since the amount is in disputeShe added that her notes indicated that the issue with MsB*** was resolved and that I was to make payment arrangements to have the service turned back onI told her that no one had discussed this with me, and further I still have not received any paper bills despite making a request 2/months agoI also told her that my bill doubled last month and that a representative claimed my consumption doubled and simply hung up the phoneShe explained that was not the reason, instead I was being charged a $fee for "not paying my bill." In an effort to resolve this issue and have my service reconnected, we came up with a payment agreementIn essence, this issue has not been resolved and new ones persist
Regards,
Sharon W***

From: B***, Michelle
Sent: Friday, September 04, 1:PM
To: *** *** * Cc: ***, *** *** *** *
Subject: FW: Flower Bed Restoration
Hi ***,
This complaint has been resolvedPlease see resolution belowThanks,
MichelleFrom: ***@***.com [mailto:***@***.com]
Sent: Friday, May 29, 8:AM
To: B***, MichelleCc: ***
Subject: Re: Flower Bed Restoration
Good Morning Ms.B***: Thank you very much for the good newsHave a blessed day
Cheers,
***
Sent from *** ***
From: B***, Michelle
Sent: Thursday , May , : AM
To: ***@***.com
Cc: ***
Good Morning,
I have your check, they forwarded the check to me and not youI will mail it to you todayThanks, Michelle
From: ***@***.com [mailto:***@***.com]
Sent: Thursday, May 21, 1:PM
To: B***, Michelle
Cc: ***
Subject: Re: Flower Bed Restoration
Dear Ms.B***:I am delighted to hear from you againThanks again for your time and considerationI wish you the best,
***
Sent from *** ***
From: B***, Michelle Sent: Thursday , May , : PM
To: ***@***.com
Cc: ***
Good Afternoon,
I am hoping the check be ready late next weekWe just started a new process and it is slowThanks, Michelle
From: ***@***.com [mailto:***@***.com]
Sent: Tuesday, May 19, 9:AM
To: B***, Michelle
Cc: ***
Subject: Re: Flower Bed Restoration
Good Morning Ms.B***:
Thanks again for your prompt action on this matterI look forward to hearing from youCheers,
***

Industrial Road
Springfield, Virginia
May 2,
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 bills for the usage are made monthly after a meter reading is takenThe bills by default are sent to the service unless specified on the account to have it sent elsewhereCustomer needs to advise the company if there is failure to receive the bill so that a copy can be sent outCustomer who wishes to utilize the website can also view and manage their bills by creating a log in access onlineAccounts that missed payments may be requested to pay a Security Deposit, which is refundable once a good credit status was reestablishedThe customer confirmed that he is now receiving the bill and the issue resolved when call was made to discuss the concern
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

Industrial Road
Springfield, Virginia
June 2,
Revdex.com
K Street NW, 10th Floor
Washington DC 20005-
#000000;">Attention: *** ***
Re: *** * ***
ID#***
Dear ***:
The inquiry regarding the above referenced customer was forwarded to my office for review
The account from the old address in *** *** that closed back in has no unpaid outstanding balance and was not referred to a collection agencyA report using the customer’s name showed no unpaid previous accountThe payment made for $was applied the customer’s current account on 01-14-Washington Gas apologize for whatever inconvenience the customer has gone through as the turnaround time of the process for locating a missing payment takes business days from the time the proof of payment is received
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

[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:This response is just as automated as the response that I received each time I called the phone number listed in the email The company has proven that their customer service number will not help with anything I was looking for a real answer not a brush off
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: The fourth paragraph of MrD*** letter is exactly what was done as you can see in the attached email to the property manager...I contacted Washington Gas, notified them that the gas meter was in a locked room that only the apartment management had access to and requested that they first stop at the management office so that they could open the maintenance room where the meter is kept Washington Gas confirmed they were aware that they needed the apt management staff give them access to meter and they assured me that they would do that. I am certain MrD*** is aware that this apartment complex has apartments more than half of them have the gas meters locked in a maintenance closet that only the apartment management staff has access toNot only did I give the complex my permission to enter the apartment the lease is clearly states that apartment management office has the right to enter the apartment for maintenance of that equipment In addition, I am certain that MrD*** is aware that "power is supplied to the the remote Encoder Receiver Transmitter (ERT) through a self-contained lithium battery with a life expectancy roughly equal to its shelf life which is - years Installation of the ERT can readily be performed with only a screw driver in minutes"(excerpt from Integrating Microelectronics Into Gas Distribution edited by *** *** *** *** *** ***) So, the ERT had to be replaced and not just the battery as previously stated and as a result the method for reading the meter was in fact "defective," since the ERT had most likely exceeded its shelf lifeAs you can see in the attached email, the apartment manager was surprised that Washington Gas would even contact me about inspecting the gas meter since they know that the tenant can not access the room where the gas equipment is stored MrD*** makes reference to the fact that the meter was not defective, however his notice specifically states, "inspection and maintenance", which implies that the meter had not been maintained and that ERT was most likely defective since Washington Gas admits that its "battery" (i.e., the ERT) needed replacement The Public Utilities Commission requires that these meters be tested and maintained regularly so that consumer billing is as accurate as possibleI notified the apartment management office that Washington Gas needed access to the gas meter and set up not only the appointment on July 28, and on a second appointment and placed a note on my front door directing them to contact the management office for access to the meter But Washington Gas failed take the necessary steps to gain access to properly maintain the equipment on both occasionsIn response to receiving this bill, I called the Washington Gas office on three separate occasions asking for some explanation on this bill I was told that a manager would call me back but none ever did I finally walked into the Washington Gas downtown office and spoke with a Mrs V***, one of the customer service representatives She told me that the bill was a result of an actual reading which was done in response to me transferring the service I suppose the Washington Gas technician, went to the management office to gain access to the apartment which I had instructed them to do from the start I asked when was the last time the meter was read and was tested but MrsV*** did not provide me with an answer Instead, she explained to me that the billing was in line with the previous tenant in that apartment and those resident in the complex I explained to her that I did not actually live in the apartment and was gone months at a time therefore my usage should not be based on others usage I asked what was the method of estimating gas usage when meter fail to register and if I could be provided a copy of how that was documented I asked what date the equipment was placed in service, the last time the "battery" was replaced, the date of the with its last calibration test, if the equipment resets to "zero" when the battery is replaced None of my questions could be answered I was told that they would send someone out to check the meter and that I would be contacted with the results I phoned MrsV*** every day last week and left a message at least twice and I have not received a return call yetI received a message from Washington Gas last week and called MrsV*** to inquire about the results of the inspection of the meter at my old address I left a message but have not received a call back I paid the $bill because I did not want any adverse credit reporting done while awaiting some answers about this billing I reject Washington Gas' response because I should not be responsible for paying Washington Gas $as a result of their lack to service their equipment and their inability to disclose some very important information about the condition of their equipment, its maintenance history and the last time a meter reading was accurately reported which directly relates to the reported usage Washington Gas is now attempting to bill to me
Regards,
*** ***

December 18, 2014Dear *** ***:The inquiry regarding the above
referenced customer was forwarded to my office for review.Thank You for bringing this to our
attentionWe would like the customer to call Washington Gas since we would
need more information from the customer for investigation
purposes.I left a Voicemail twice for the
customer to contact me directlyWe hope to hear from the customer soon, for us
to provide resolution in the soonest possible time.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

[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. Regards, *** ***

May 12, Dear *** ***:The inquiry regarding the above
referenced customer was forwarded to
my office for review.We made contact to the customer to discuss the Conversion
Factor adjustment as requiredWe were informed by the customer that he already
received the itemized billing and payment breakdown dated 05/05/Customer
understood the charges and no further action were required by the customer.Letter of Credit and billing explanation were included
on the response we sent through the customer’s email address.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 D***Specialist

December 18, Dear *** ***:The inquiry regarding the above
referenced customer was forwarded to my office for review.We appreciate the feedback from our
valued customers, comments and suggestions are welcomed by Washington Gas for
us to better provide our
customers the service they all deserve and to meet
their expectationCustomer and I spoke on our goal to
complete all task in a timely mannerWe came into understanding and were on
the same page with WG’s attempt to prevent future issue/s such as to what
customer encountered.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

March 3, Dear *** ***:The inquiry regarding the above
referenced customer was forwarded to my office for review.We would first like to apologize to the customer for the
inconvenience Washington Gas caused.Upon communications with the *** collection
agency,
customers account was removed from the list and collection actions has been
ceased with No derogatory report that will affect customer’s Credit ScoreWe regret to inform the customer that the adjustment she
desire as a settlement cannot be made.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

I am trying for the past weeks to turn my service on and the tech will not show up on the time that the company indicated he/she willI called Washington Gas company to complain and see if they can dispatch the tech to be able to get a time for when the tech is coming but the supervisor Tiria ID# *** indicated that she can't talk to the dispatching company and can't accommodate my requestI have taken days off my work to be home for the service to be hooked onEvery time the Gas company give me a window they fail to make their commitmentWashing Gas management needs to better educate their worker to give the right infoEQ
***

Industrial Road
Springfield, Virginia 22151May 2,
Revdex.com
K Street NW, 10th Floor
Washington DC 20005-
"">Attention: [redacted]
Re: [redacted]
ID#[redacted]
Dear **[redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review
The customer was billed for the usage of the address until the new tenant called and set up their account in JanuaryWhen the property management was successfully contacted and has agreed to take responsibility for usage from the time the customer moved out the adjustment for the final bill was initiatedWe apologize to the customer for the inconvenience on the delay of the completion of the adjustmentThe adjusted final bill was made and was settled by the customerThe collection agency was notified that the account has been paid in full
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,
[redacted]
Specialist
Consumer Relations

Industrial Road
Springfield, Virginia
August 14,
Revdex.com
K Street NW, 10th Floor
Washington DC 20005-
"">Attention: [redacted]
Re: [redacted]
ID#[redacted]
Dear [redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review
We thank you for bringing up this concern to my attentionUpon careful review of the concern raised, here is what we found outCustomer setup a new service on a new property dated 06/17/for service date 06/20/which was done online successfully but I cannot say the same thing with the disconnect request for the old propertyWith service order request online, customer receives confirmation if the request was processed accordingly
Nonetheless Washington Gas made the necessary adjustment on the old account of the customer where we back dated the bill and had the Final Billing date adjusted up until 06/30/while the customer's new account has been setup 06/20/as requested online
For inquiries and follow-up, the customer can reach us thru our customer service hotline at 703-750-
Thank you for the opportunity to review this matter for you.
Sincerely,
John D[redacted]
Specialist
Consumer Relations

Industrial Road
Springfield, Virginia
March 14,
Revdex.com
K Street NW, 10th Floor
Washington DC 20005-
Attention: [redacted]
"">Re: [redacted]
ID# [redacted]
Dear **[redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review
There were instances of intermittent interruption on some of the functionality in the Washington Gas WebsiteWe apologize for the inconvenience that this has brought to the customers that utilizes the website
In the event that the website is not available customers have other options in making the payment
Customer can pay by check or card thru the Washington Gas Automated Service Line
Customer can call ###-###-#### and make a credit card (Master Card, Discover or Visa) or debit card (Star, Pulse or NYCE) payment
A service fee* of $applies to every $500 payment made with credit or debit cardsThe service fee is applicable to DC customers onlySee notes about changes in the payment methods below
Customers can make a payment using their checking account at no charge
Mail a check to Washington Gas, P.OBox 37747, Philadelphia, PA
By Drop Box (Night Deposit Box)
Washington DC
Constitution Ave, NW, Washington, DC
H St NW Washington DC
Martin Luther King Ave, SE, Washington, DC
Maryland
Forestville Rd, Forestville, MD
N Market St Frederick, MD
Virginia
Industrial Rd, Springfield, VA
Hillandale Lane, Winchester, VA
Overnight payments via Fedex, Ups, courier service:
send to Washington Gas, Cabot Blvd., West Lockbox #37747, Langhorne, PA
In Person (Walk –in Office)
H St NW Washington DC
Office hours: Monday - Friday, 8:00AM to 4:00PMDirections: The H St office is at the corner of 11th St and H St NW; the closest Metro stop is Metro Center
A drop box is set at the new location and the night deposit box at Constitution Ave remains
Accepts cash, checks, money orders
Martin Luther King Ave, SE, Washington, DC
Accepts checks, money orders only. No cash payments
Open Monday to Friday, 8:00am to 4:00pm EST
Drop box (night deposit box) is accessible 24/
N Market St Frederick, MD
Accepts cash, checks, money orders
Open Monday to Friday, 8:00am to 4:00pm EST
Drop box (night deposit box) is accessible 24/
Hillandale Lane, Winchester, VA
Office hours: Monday - Friday, 8:00AM to 4:00PM EST
This additional waoffice accepts cash, check and money order
A night deposit box is also located at this office where customers can drop their check or money order payments
In Person (WaPayment Provider)
Washington Gas has contracted with Global Express Money Orders, Inc (Global Express) to provide authorized alternative payment locations for customers to pay their Washington Gas bills
Global Express accepts cash payments at authorized payment locations in Washington DC, Maryland, and Virginia
These locations accept both residential and commercial gas account payments
Customers may avoid paying the convenience fee ($1.50) by making payments at any of the "fee free" locations
Customers may call Global Express at ###-###-#### for locations other than the "fee free" locations
Western Union Quick Collect
Western Union is a quick money transfer service that is available to Washington Gas customers. The customer makes a cash payment to Western Union who issues a check to Washington Gas. The customer is given a copy of the completed form (blue) which includes a Money Transfer Control Number (MTCN). This ten digit MTCN is proof that money has been sent and can be used to track the transaction.
Customers making payments at Western Union should do the following:
Ask for the Quick Collect service which uses a blue form
Make the payment payable to Washington Gas
Include their Washington Gas account number and GAS DC for the code on the form
Keep their copy of the form and refer to the MTCN as proof of payment
Check Cashing Vendor such as Moneygram or at a Convenience Store
Payments made at these locations may take several days to reach Washington Gas
These locations are not considered to be a WG qualified payment location which means that we are unable to verify these payments prior to them posting on the account
Therefore we cannot complete service orders and/or prevent credit action until the payment(s) actually post to 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,
[redacted]
Specialist
Consumer Relations

Industrial Road
Springfield, Virginia
September 09,
Revdex.com
K Street NW, 10th Floor
Washington DC 20005-
"">Attention: [redacted]
Re: [redacted]
ID# [redacted]
Dear [redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review.
The customer was contacted to explain on how the budget billing program was computed relative to her gas usage her account and reason the installment amount was increased significantly from the original $chargeWe apologize to the customer for not giving advance notice that the budget installment will have and increaseThe customer was advised that she can continue paying $until the end of the budget season, and that once the settlement took place, the customer can call and request to have the settlement amount be set up for installments if she needs more than the default months installment.
Thank you for the opportunity to review this matter for you
Sincerely,
William S[redacted]
Specialist
Consumer Relations

The inquiry regarding the above referenced customer was forwarded to my office for review.We appreciate the chance for us to explain and provide answer/s towards the case filedBased on
"">the statement over the call and notes made on the Washington Gas Account of the customer, wewere able to come up with answers as listed below.First, all the readings made on the WG closed account of the customer are all actual read, whatwe have noticed is the increased in usage over the budget plan which caused a high debit balancefrom the period of 12/10/– 12/11/2013.When the customer called 12/30/we educated the customer of the Budget Plan debitbalance which is the difference of the Actual Usage over the Budget Plan total PaymentTherepresentative also offered a payment arrangement which the customer agreed on.On the Desired Outcome customer wishes, we can send the Billing History for them to have acomparison of their Actual Usage for the past couple of Years over their Budget Plan Payments.We can also send a technician to check the meter operation to satisfy customer's doubt over theaccuracy of the meterWe would need the customer to call to setup an appointment to have themeter check.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 D[redacted]SpecialistConsumer Relations