Washington Gas

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I want to re-iterate that the online auto payment never worked although in the letter they mentioned that I did not set it up. I did but it never got through to my Bank. However, I am satisfied that they have take out this nonsense deposit. Thank you Revdex.com for standing up to the common man. 
Regards,
[redacted]

6801 Industrial Road
Springfield, Virginia 22151
April 11, 2014
Revdex.com
1411 K Street NW, 10th Floor
Washington DC 20005-3404
 
#000000;">Attention: [redacted]
Re: [redacted]
ID#[redacted]
 Dear **. [redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review.
The gas bills for the account are sent monthly to the customer’s service address. The bills made starting January has a disconnection notice, advising customer to settle the balance on account to avoid collection action. The gas was disconnected on 4/1/14 after payment was not received to cover the balance of the account. The customer’s request for a letter stating the gas has been disconnected can be requested thru the Correspondence Department. The process time for a correspondence request is 14 business days, confirmation for the department states that the letter has been sent to the customer. We apologize for the inconvenience brought to the customer for the delay in getting the letter.
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

February 18, 2015
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.We have made contact to the WG employee in charge for the
investigation regarding the customer’s claim that her gas appliance was damage
by the...

technician/s that came out to reconnect her service. Based on the result of the investigation provided, WG
came out for reconnection of the service since it was turned off, service was
restored but we have to leave the Hot water tank off because the pilot light would
not light up. We left a red tag and turned off the gas to the hot water tank.WG did not
perform anything beyond our responsibility that could result to such damage.
Unfortunately the decision is considered final and that customer’s desired
settlement cannot be granted.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
SpecialistConsumer Relations

October 28, 2014
Dear [redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review.
The usage at the property will be billed to the active account until it is terminated. It is the customer’s responsibility to notify Washington Gas their...

intent to close their account so that termination of account can be initiated. There was no request made by the customer to terminate the account before the customer’s stated move out date. In May 2014, the customer stated she would have the new tenant call to assume responsibility for usage from the date the customer moved out. No one called or made a request to set up an account and take ownership for the usage of the property. The account was terminated and was billed for usage until 8/5/14 after the termination request was completed. An adjustment can be made to bill the account up to the move out date of the customer if someone would take over responsibility for the usage.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,
William S
Specialist Consumer Relations

From: R[redacted], Siobhan B[redacted]<[redacted]@washgas.com>Date: Wed, Jun 3, 2015 at 10:33 AMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: "[redacted]" <[redacted]@washgas.com>
Good morning,
Gas service was disconnected for non-payment 5/12/15.
Payment required to restore service was made Friday, 5/15/15.
Gas service was restored Monday, 5/18/15.
Washington Gas policy states service is reconnected the next business day after payment is made to restore service.
S. Bonnie R[redacted]
Consumer Relations Specialist
Phone: ###-###-####
Fax: ###-###-####
ONE COMPANY. ONE TEAM.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Washington Gas allowed [redacted] ([redacted]) and [redacted] (owner of [redacted] DC) to open an account in [redacted]'s name without his written/verbal consent or a copy of our lease at [redacted]. When we moved into [redacted], the meters were on but no one was being charged for service. We contacted Washington Gas and was advised that we could not open an account in our names due to a previous balanced that was owed on the account. However, [redacted] called Washington Gas and ordered for the meters to be split at [redacted]. [redacted] called and placed the basement meter in his name and [redacted] called and placed the meter in [redacted]'s name for the upstairs portion. She was advised by Washington Gas that she could not do this, however after becoming escalated the reps advised us that they placed the account in [redacted]'s name. I have spoke with Myron D[redacted] from Washington Gas who is over Customer service about this as well as Michael T[redacted] in the Office of General Council and nothing has been done. Valda admitted without denying in a mediation in court to this and Nothing has been done by Washington Gas to rectify this issue.
Regards,
[redacted]

It looks like I'm just joining the ranks of all the other unsatisfied to irate customers of Washington Gas.
As "many" customers (and even Customer Service Rep) have already stated Washington Gas' online (e-service) is a joke. I've been a customer for just over a year now, and I've had to "call in" about nine times because the site was not working.
Sometimes trying a different browser and/or going in "back door" (using the login link through the Help page, rather than the Menu) have worked, but not even those work-arounds are working.
Several people have suggested Washington Gas keeps it's online service broken to scam customers via automated billing.
I'm inclined to believe this as I see no other reason why a company would continue such atrocious (lack of) service.

801 Industrial Road
Springfield, Virginia 22151
June 24, 2014
 Revdex.com
1411 K Street NW, 10th Floor
Washington DC...

20005-3404
 
Attention: [redacted]
Re: [redacted]
ID# [redacted]
 
Dear [redacted]
The inquiry regarding the above referenced customer was forwarded to my office for review.
Once an account has been turned off for non-payment, the customer must pay the full outstanding balance, plus a reconnect fee and possibly a security deposit before the service can be restored. The bill sent has a disconnection notice printed advising the customer the amount needed to pay to avoid turn off. The bill also include a statement advising the customer the charges needed to be settled before reconnection of service can be made in the event the gas is turned off. The past 5 month’s bill prior to the disconnection of the service have the disconnection notice printed. The customer spoke with a Customer Service Representative on 6/12/14 and was advised to pay $350.00 to have the service restored after considering the customer hardship case. The customer was advised that the remaining balance for the gas, the deposit, and the reconnection fee will be forwarded to bill after the gas is restored.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

6801 Industrial Road
Springfield, Virginia 22151
May 21, 2014
Revdex.com
1411 K Street NW, 10th Floor
Washington DC 20005-3404
Attention: [redacted]
Re: [redacted]
ID#[redacted]
Dear **. [redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review.
The gas leak involved the customers and the neighbor’s addresses, the leak report was found on the neighbors account, and the customer can make the request to get the report for the said leak. The report was put in on one of the 3 affected addresses by the leak, reason the report was not found on the customer account when they made the call. Should the customer wishes to get the leak report, the customer need to call the customer service hotline to make the request. The address where the leak report is made is now noted on the customer 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

[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 [redacted], and find that this resolution is satisfactory to me.  I received only an email from the Washington Gas saying that I have a $0.00 balance and my gut tells me to trust her email.
Regards,
[redacted]

6801 Industrial Road
Springfield, Virginia 22151
June 24, 2014
Revdex.com
1411 K Street NW, 10th Floor
Washington DC...

20005-3404
Attention: [redacted]
Re: [redacted]
ID# [redacted]
Dear **. [redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review.
The account is enrolled to Electronic Billing where in the customer receives a notification that the bill is available for viewing in the Washington Gas Website. The customer has been advised on how the account can be reverted back to paper billing should.
We apologize to the inconvenience that the disconnection of service has brought to the customer. The reconnection fee associated in turning the gas back on has been reversed and the customer’s complaint that there was no notification left that the gas has been disconnected by the technician was reported to the field supervisor.For inquiries and follow-up, the customer can reach us thru our customer service hotline at [redacted]. 
Thank you for the opportunity to review this matter for you.Sincerely, 
[redacted]
Specialist
Consumer Relations

6801 Industrial Road
Springfield, Virginia 22151
 
August 14, 2014
 
Revdex.com
1411 K Street NW, 10th Floor
Washington DC 20005-3404
 
Attention: [redacted]
 
Re: [redacted]
ID#[redacted]
 
Dear [redacted]:
 
The inquiry regarding the above referenced customer was forwarded to my office for review. 
We want to apologize for inconvenience since the customer failed to receive the letter of notification regarding the payment that was returned, it is a process on Washington Gas to notify customers thru letter if a payment made got returned, I will also bring this up to our team the option to contact the customer in the future other than sending a letter.
We also understand the customer’s intention to get a copy of the call recording. The process to go by the customer’s request is to first file a subpoena thru court regarding the recording customer wishes to hear. 
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]
Specialist
Consumer Relations

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is now complete. I am continually dismayed at the poor proactive customer service I have received. There were many opportunities for Washington Gas to correct the situation and correct the customer service missteps. They did not take the opportunity. It took me filing a Revdex.com complaint for any action to occur. This was confirmed during my first customer service call with someone who actually worked in the United States, in response to my Revdex.com complaint. Additionally, once the meter was changed, I was assured someone would contact me to discuss the amended billing. This did not occur. Instead, I called to check my account every couple of days and then had to call to speak to a customer service rep myself to determine if the billing was complete. I continue to urge Washington Gas to evaluate their decision to separate their customer service reps and their customers by an entire ocean just to save costs in their personnel fund. Something is still broken within their systems. Regards, [redacted]

6801 Industrial Road
Springfield, Virginia 22151April 11, 2014
Revdex.com
1411 K Street NW, 10th Floor
Washington DC...

20005-3404
Attention: [redacted]
Re: [redacted]
ID#[redacted] 
Dear **. [redacted]: 
The inquiry regarding the above referenced customer was forwarded to my office for review. 
On March 10, 2014 one of the Supervisors from Customer Service reached out to the customer and made adjustment on the final bill. Computation of the index for the usage was made by means of proration based on the last actual reading taken on 2/5/14 and the reading taken by the customer on 3/8/14. Customer agreed when advised that a corrected final bill will be made for the adjusted usage from 180 cubic feet to 137 cubic feet using the index 5765. 
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

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

November 7, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.We would first like to apologize for the inconvenience the customer experienced. We also would like to say our appreciation for their comments and suggestions which will...

definitely be helpful in our goal to meet customer’s expectations.An unforeseen event is usually one of the major causes of delays when it comes to our technicians scheduled appointment and the customers suggestion is greatly appreciated which wecan discuss to our technician dispatch for future implementation.For inquiries and follow-up, the customer can reach us thru our customer service hotline at [redacted].Thank you for the opportunity to review this matter for you.Sincerely,John DSpecialist Consumer Relations

October 27, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.
Customer and I spoke dated 10/24/2014 where I explained the bill breakdown of the latest statement. Customer was able to understand that the large portion is the deposit that was assessed since the gas was previously turned off and that the deposit was not requested when the payment for reconnection is made.
Both parties agreed to waive it as a onetime courtesy and that customer will keep the bills paid on time to avoid possible deposit request in the future.
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 Consumer Relations

Complaint: [redacted]
I am rejecting this response because:
This is now a new complaint against Washington Gas since they have not even acknowledged my last complaint...

(#[redacted]). I now have proof of my concern over, and objection to, Carol, (your employee), asking for my SSN. On Oct. 21st, 2014 I visited the Washington Gas offices in Springfield, Virginia to get my gas turned on. A very nice, and competent, receptionist, Lorette B[redacted] helped me by connecting me, by internal phone, to a B. F[redacted] who made an appointment for a gas man to come to my apartment and turn my gas on - WITHOUT my having to relay my SSN to her. Now, there should definitely be, and I am asking for, an investigation into this woman Carol and her practice of asking for an SSN when there is no need for that action. Ms. B[redacted] told me that there was NO reason for her to have asked me for my SSN. What is this about? Is she part of an identity theft cabal? So, in addition to wasting hours of my time, having to make a separate trip to Springfield, and Washington Gas ignoring my first complaint, I am forced to file this additional complaint. I will expect an apology, and also expect to be compensated monetarily for my trouble and aggravation, and told of the results of an investigation into "Carol's" behavior.
Regards,
[redacted]

[redacted]
Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.Thank you for bringing up the Eservice concern to our attention. As a result of our recent update on Washington Gas website (www....

washingtongas.com) upon customer’s log in to their account, they will need to turn off the pop-up blocker of their internet browser for them to access their billing statements online. We also made attempt to contact the customer consecutive times to assist in the Walkthrough but we’re only able to leave a voicemail. For inquiries and follow-up, the customer can reach us thru our customer service hotline at [redacted].Thank you for the opportunity to review this matter for you.Sincerely, John D[redacted]SpecialistConsumer Relations

March 18, 2015 Dear [redacted]:We thank you for the opportunity to respond
towards concern raised.The customer had an account with
Washington Gas when the customer resided in Virginia in 2008 and review showed
that the customer has already settled the final balance of the account. We...

want
to apologize to the customer for the inconvenience this may have caused. The
customer’s email address was deleted and we assure that there would be no
further notifications that will be made to the customer. The customer can
reach us thru our customer service hotline at [redacted].Thank you for the
opportunity to review this matter for you.Sincerely, William SSpecialistConsumer Relations