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

6801 Industrial RoadSpringfield, Virginia 22151December 1, 2015Revdex.com1411 K Street NW, 10th FloorWashington DC 20005-3404Attention:  [redacted]Re: [redacted]ID# Case id #[redacted]Dear [redacted]: The...

inquiry regarding the above referenced customer was forwarded to my office for review.We made contact to the customer and left message regarding the adjustment (in-progress) to close or finalize their account as of 11/21/2015.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[redacted]SpecialistConsumer Relations

December 5, 2014Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for reviewThe customer’s account is now finalized and charges for usage after June
30, 2014 were removed and the collection agency notified that the balance has
been settled .We...

apologize to the customer for the inconvenience that the
account was initially billed until August as the disconnection request made by
the customer was not completed. Access to the meter is needed in order to
complete the request to turn off the gas as the customer requested to close the
account. The adjustment was initiated after the responsible party for the usage
after 6/30/14 was identified.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 SSpecialistConsumer Relations

The
inquiry regarding the above referenced customer was forwarded to my
office for review.We made contact to the assigned
personnel of Washington Gas. They are currently on the process of
investigation and communication with the Contractor who made the
error.Please allow sufficient time for...

them
to provide feedback to the customer’s concern and desired
settlement. Customer will receive communication from our
investigating team working on her case.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

6801 Industrial Road
Springfield, Virginia 22151
July 29, 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 thank you for letting us hear your thoughts on the matter at hand.
 
After my careful review of the concern raised, I was able to come up with answers and resolutions towards customers listed issue below:
 
Incorrect Bill – customer started the service dated 06/18/2013 and had the service closed as of 04/04/2014. Within this period customer’s payment are as follows



Date


Amount


Status


9/13/2013


$125.85


processed


12/6/2013


$55.01


processed


5/14/2014


$551.13


returned payment


6/16/2014


$551.13


processed



The gap between the payments received that was successfully processed and collected will give us the understanding that bills not paid on time (monthly) was brought forward / accumulated within those period. If customer wishes to get a copy of the billing statements to compare the bills over the payments, please advise the customer to call the WG customer service support at ###-###-####.
 
 
Return Fee – it was waived even though per recording CSR processed the bank information provided by the customer when the check payment was processed 05/13/2014 yet it still returned with reason code: R30 – no account / unable to locate account.


Collection Calls – [redacted] has been advised and customer’s WG account has been removed from the collection list.

 
 
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

December 18, 2014
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.We would first like to apologize for
the inconvenience due to the delays in completing the service order. The gas
line has been capped which caused...

a major setback for the task at hand.Dated 12/02/2014 Washington Gas was
able to accomplish the task to have the meter set to the customer’s property
and turns the gas on.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

October 28, 2014Dear [redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review.
We apologize to the customer for the inconvenience when gas was disconnected. The payment received from Energy Assistance on 8/13/13 was not enough to...

hold the account from getting disconnected. On 10/16/13 the customer was advised to have the Energy Assistance (EA) call to make a pledge if the customer is waiting for another payment coming from EA. The customer also advised in an amount she can pay to set up payment arrangement to avoid the disconnection. When the service got disconnected on 10/30/14, the customer stated she will call EA as she claims she was approved but there was no pledge made to the account. The service was restored on 11/1/14 after the customer spoke with a supervisor and agreement was made that the service will be reconnected with the customer’s payment of $250.00.The balance of the account reflects the unpaid usage as the transferred balance of $1115.90 was already removed as reflected on the 2/11/14 invoice.
The usage at the property will be billed to the account until the account is terminated by either access to the meter is provided stop service at the property, or by another customer would take over responsibility for usage. We regretfully inform the customer that the refund she request as 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,
William S
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.  Thank you for your support!
Regards,
[redacted]

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 DSpecialist Consumer Relations

Hi [redacted] -
 
Case closed and completed as customer escalated the issue to...

Superior Court of the District of Columbia, Civil Division.
 
 
Sincerely, 
[redacted]
Specialist
Consumer Relations

Attached is a copy of the response sent 3/20/15:The inquiry regarding the above referenced customer was forwarded to my office for review.We appreciate the time and effort in making Washington Gas aware of such incident. We would also like to apologize for the inconvenience.Upon review of the case...

filed. Washington Gas received a notification from the property manager of AGS Realty assuming responsibility as of 08/15/2014.As of thing writing we have completed the necessary adjustment to bill customer up until 08/15/2014.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.

May 12, 2015Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.In response to the customer’s query regarding
information being provided to the Third Party Supplier. To Foster a more
competitive energy environment that can benefit customers, state regulations
allow Washington Gas and other utilities to provide certain customer
information to licensed competitive energy suppliersFor 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

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.

6801 Industrial Road
Springfield, Virginia 22151
 
August 13, 2014
 
Revdex.com
1411 K Street NW, 10th Floor
#000000;">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 apologize for the inconvenience that the customer has gone through in having the service established under his name.
Washington Gas strives to meet the customer’s needs when scheduling service appointments, but appointment window options offered are based on available field service resources and appointments already scheduled with other customers. Depending on the service required and the customer’s flexibility with when the service is to occur, we can offer a morning, afternoon, and all-day appointments, with limited 3-hour window.
Improvements to Washington Gas website is now underway to give better customer experience by providing accurate status of the gas service in an address so that an appropriate service request will be issued should a customer choose to establish service or account under their name using the website.
The Customer Service Hotline is available from Monday to Friday, 8:00 am to 9:00 pm and on Saturday, 8:00 am to 4:30 pm. All calls that are already in the automated service by the closing time will still be responded by a representative. On 7/24/14, Customer Service Hotline encountered some technical issues with the telephone system. This unfortunately resulted to the customer receiving an error message that the Contact Center is already closed. 
Coaching has been provided to the representative that processed the service request that caused the delay in turning the gas on so that same issue will not happen to other customers.

Account service history and notes were reviewed for [redacted] MD. The account was in the name of [redacted] originally. Notes from 2009 and 2010 show [redacted] calling to pay the bill and make inquiries. March 2010 the account name was changed to [redacted]. A new...

account began March 2011 and [redacted]’s account was closed at that time. There is no record of [redacted] contacting Washington Gas prior to March 2011 to close account. The $1020.82 unpaid balance from [redacted] account was transferred to the new account September 2013.CONCLUSION / RESOLUTION: [redacted] is responsible for outstanding charges including the transfer balance. Pay arrangements can be made from 6 months up to 18 months to assist the customer.

6801 Industrial Road
Springfield, Virginia 22151
June 30, 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 apologize for the inconvinience of having the customer wait until the next bussiness day to turn the gas back after the payment was made to reconnect the service as Washington Gas still do not have appointment for reconnections on weekends. The technicians that are sent out ensures that the connection for the gas is safe by doing inspection before the gas is restored. The customer was allowed to have part of the balance of the account and the reconnection fee added to the next bill when reconnection was made as a courtesy. The representative that the customer spoke with was provided coaching opportunity after investigation was made on the customer’s report the his conversation was disconnected.
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
June 5, 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.

Customers seeking for compensation for expenses incurred in fixing property damaged as a result of work performed by Washington Gas technicians or contractor needs to send the following documentations.
Complete contact information including:


 Full Name
Home phone number


Work phone number


Cell phone number


Email address (if available)


Mailing Address



Date damage occurred


Location of damage


Approximate time that damage occurred


Brief description of what happened


Pertinent documents (Customer should keep the originals of all documents)




Copies of repair receipts or estimates


Copies of photos (if available)


Copies of police reports (if applicable)


Customers may send their requests by one of the following methods:
Scan the documents and email them to [redacted] , Subject: New ClaimsNote: If the customer has the ability to do so, this is the preferred method.


Mail the documents to:

Washington Gas
101 Constitution Ave NW
Washington DC 20080
Attn: Rosa Coates, Claims Department
Fax the documents to ###-###-####, Attention New Claims Department 

 
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

We thank you for the opportunity to respond towards concern raised. We also want to apologize for the inconvenience this may have caused the customer.The customer’s account for the old address has been adjusted to reflect billing up until September 10, 2014. All the bills that were...

previously sent billing the customer after the date was cancelled. The adjustment was initiated after it was verified that customer’s lease ended on 9/10/14. We apologize to the customer for the inconvenience regarding having the lease sent more than once as the previously received was unreadable. The account is now on a zero balance standing and the account was never reported to an outside collection agency. 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.

I am signed up for ebill and have not received an email with the billing information since 2015! I have to call every month and ask them when will this be resolved. It is unbelievable that they can not resolve this issue. I would never recommend this company to anyone.

January 27, 2015
Dear [redacted]:This is in response to your inquiry to the Public Service Commission (PSC or the Commission) concerning Washington Gas - Maryland Division.The Company provided the enclosed response to the security deposit request dispute. Ms. R[redacted] of Washington Gas advises that WGL has agreed to waive the deposit request due to the account not being charged a late fee since September 2014. This is a one-time courtesy by the utility.In order to avoid future security deposit requests, the monthly charges must be paid in full and by the due date. If, in a 12-month period, more than two (2) turn-off notices are rendered for your account, the deposit request could be re-assessed by WGL. The regulations governing security deposits are included with this letter.Thank you for contacting our office. If you have any questions, or need further assistance, please feel free to call me toll free at ###-###-####, option #3, or you may reach me directly at ###-###-####.Very truly yours,Administrative Specialist