Washington Gas

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

Good morning **. [redacted],
I am writing you this morning because I would like to have my case that I opened with Washington Gas ([redacted]) resolved. Washington Gas reached out to me and corrected the problem. I am satisfied with the results. Thank you for your help. Regards,
[redacted]

April 20, 2015
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. As of this
writing, customer’s closed Washington Gas account has zero balance. This...

response also serves as a confirmation of the customer’s desired
settlement or outcome.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

6801 Industrial Road
Springfield, Virginia 22151
June 26, 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.
An adjustment was made where bills were cancelled and rebilled using the rate of the Supplier for the usage from 1/31/14 to 2/03/14 and bill the usage from 2/3/14 to 6/2/14 using the rate of the Purchase Gas Cost. The payments that were made to the account for $512.51 and $127.00 were credited to the account. The recent payment made by the customer for $345.58 brought the balance down to zero for the usage until 6/2/14. We apologize for any confusion brought by the billing adjustment made 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

Washington Gas is overbilling is with no proof. We pay all of our bills in full as it comes in and now washington gas is saying we owe a ridiculous amount from "previous payments that were unpaid."

[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.  The payment schedule was set for $420 reconnect, $419.33 8/15, and $419.33 8/31. 
Regards,
[redacted]

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

April 30, 2015Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.As of this writing, based on the notes dated 04/10/2015 customer was
given an arrangement to reconnect the service. Customer was also advised to
callback to setup a payment...

arrangement on the remaining balance once the
service has been turned back on. Service was restored dated 04/13/2015. We ask the customer to call us
back to make arrangement on the remaining balance to avoid possible collection
actions.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

April 20, 2015
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.First and foremost the meter is not defective. The ERT
(Encoder Receiver Transmitter) device used to remotely read the meter is what
needed to be...

inspected since it is not providing an actual reading (estimated
reading).We made multiple attempts to make contact, informing customer of what
needs to be accomplished due to the Consecutive Estimated Reading. In two
different occasions, our technician came out but failed to complete the task
since nobody is home. Washington Gas did not fail to educate and inform customer by mailing
the letters and calling the customer on our efforts to have the meter
inspected. Customer should have contacted the property management for an
appointment date where they can provide access to the meter. This also includes
access to the premise/property of the customer which he/she can provide.Unfortunately Washington Gas cannot meet the customer’s desired
settlement and or outcome. We are billing customer based on what he/she have
consumed within the period of tenancy. The Final Bill is based on an actual
read which caused the catch up bill due to consecutive estimated reading.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

[redacted],
New Roman', serif;"> 
I have called the customer at the number you had provided for day time concerns twice  – ###-###-####. I left a lengthy message letting him know who I was etc. and reason for the call. I did check the account etc and found it is now being billed  to [redacted] as requested.  Washington Gas notes indicate that calls from the [redacted] and a letter from [redacted] indicate that [redacted] is their  counsel  and they agreed to have his name on the account as well to be able to discuss all utility accounts. I left my direct call back number  in the call . The below screen shot reflects the adjustments made as requested for the billing.
 
 
[redacted]               ACCOUNT NO     CD   SC  RATE  DEF/MDSE    STATUS
WASHINGTON DC [redacted]            [redacted]    [redacted]  **  ** 0               GASON
[redacted]                                   ...⇄ BUDGET EST:    55       
 C/O [redacted]                      CRED STAT: GOOD  DEPOSIT EST:    82

December 17, 2014
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.In Behalf of Washing Gas I would first like to apologize
for the inconvenience we have caused to the customer. Upon careful review on what...

transpired, where the gas
service of the customer is scheduled to be turned on, we encountered two
reasons why the service turn on failed. First is the Access. Our technician
came 11/21/2014 but due to the secure door on the apartment complex, we failed
to get access. Second is on the 11/24/2014 where the technician failed to get a
parking space to park his/her service vehicle.Washington Gas wants to make sure that we met our
customer’s expectations. Special instructions could have been given, for us to
expect some of the possible block that we might encounter such as the secured
property and parking issue. If a detailed instruction could have been given, we
could have anticipated and make necessary actions to make it happen just like
what occurred on 11/25/2014 in which the service of the customer was turned on.One of our supervisors waived the service initiation fee
as a onetime courtesy due to the inconvenience.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

November 7, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.Please be advised, as a public utility, our records are held to be confidential and information can only be released to the account holder. We would be happy to provide the information to the account holder or we would require consent from the account holder to release detailed information on the account. An attempt was made to contact the customer using the phone number provided in the case and left message to call us back so that we can get the account holder’s consent and discuss the concern. I hope you find this information helpful in understanding our policies.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

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 D
Specialist Consumer Relations

Washington Gas response as provided to Virginia State Corporation Commission:
1)     
rgb(31, 73, 125);">All late fees have been waived = Total $7.02
2)      Due to this error we are crediting the account for Jan ($60.87) Feb ($87.25), Mar ($82.81) gas usage = Total $230.93
3)      Advised her that after the adjustments, she will have a balance due of $124.50.
4)      Advised her that I have suspended her AutoPay.
 
Ms. [redacted] was very happy with this resolution and I provided her with my direct number if she has any additional questions or concerns.

July 23, 2015
Dear Ms. Freeman:The inquiry regarding the above referenced
customer was forwarded to my office for review.As response, we’d made attempts to contact the
customer via telephone in the intention to explain the April 1st bill verbally.
We were unfortunate in contacting them.The April 1st statement showed $0.00 Total-To-Pay
because it was a correction for the bill period 01/07/2015 to 02/05/2015 (a
replacement for the original February 7th statement, if you may). It was, too, the
period wherein the original statement was made erroneously due to incorrect
Conversion Factor.In order to correct an erroneous bill,
all—including the bill to be corrected—statements that were generated after its
period (or coverage) should be cancelled. That is why when the April 1st bill
(replacement for the February 7th statement) was generated as a corrected bill, there was no balance to
pay – the up-to-date credits on the account (RES, customer payments, etc.)
already paid it. The purpose of this April 1st bill, although having zero
balance, is to show to our customer what really the amount was for the period
it states. It does not mean that on the very day of April 1st, the account has
zero balance. Instead, it explains that on the period 01/07/2015 to 02/05/2015,
the account had already zero amount to pay.The customer also stated in their rebuttal that
they paid $75.00 towards the last bill they received. The payment is not
questioned as they ($25 and $50) reflect on their bill and was Cash-Applied
toward the charges of regular March, April and May bills (periods 02/05/2015 to
05/05/2015; or the regular billing months after the February bill issue).Please make use of the table below to review the customer’s
regular gas charges per billing month versus the account’s received credits
(RES, customer payment, etc.). The difference of totals should be roughly the
amount that’s owed as of this writing.
                       Regular Monthly Gas
Usage*
Period                                         Meter                                    CCF                                 Net
From              To                     Statement
Balance from previous mon          -                                            -                                  40.96
1/7/2015       2/5/2015                   6308                                   96                                107.732/5/2015       3/6/2015                   6427                                 119                                148.643/6/2015       4/6/2015                   6471                                  44                                   52.024/6/2015       5/5/2015                   6480                                    9                                   20.375/5/2015       6/4/2015                   6484                                    4                                   14.376/4/2015        7/6/2015                  6489                                    5                                   14.82
*Does
not include other charges such as late payment charge                Payments & Other
Credits Received
   Date       Description                                                           Amount
3/6/2015   November -
February RES Credit                            37.223/27/2015 Customer
Payment - Electronic                               57.196/3/2015   Customer
Payment - Electronic                               20.006/8/2015   Customer
Payment - Electronic                               50.006/23/2015  WG Credit by
Adjustment (March RES Credit)        24.997/15/2015 Customer
Payment - Electronic                               20.00
We’d like to apologize to the customer for all the inconveniences the
February Conversion Factor issue has caused them. We’re still open to
communicate with them for further clarifications.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

Per response forwarded 7/21/15:
text-transform: none; white-space: normal; widows: 1; word-spacing: 0px; -webkit-text-stroke-width: 0px; display: inline !important; float: none; background-color: rgb(255, 255, 255);">Credited $150 as courtesy about the inconvenience brought by the service call.

6801 Industrial Road
Springfield, Virginia 22151
July 3, 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.
In behalf of Washington Gas, I would first like to apologize for the inconvenience, rest assured that this will be prioritized and actions will be provided based on the desired outcome / resolution customer requesting. 
The concern raised has been forwarded to the Washington Gas Supervisor for the [redacted] work project. 
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

Re: [redacted]ID# Case id # [redacted]Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.As response to the customer’s desired outcome, please be advised that Washington Gas’ policy in issuing service...

appointments (including reconnections) states that they will be on a future date (exemptions on gas leak calls). Please consider this response as our advocacy to ensure that our customer service representatives will explain this policy to our customers, at all times, very explicitly.At any rate, we have investigated on this specific concern raised by the customer. We have reviewed call recordings to see if there was any action taken amiss by Washington Gas personnel.Based on our findings, the Energy Assistance (EA) pledge amount came in on October 7th, which was a day after the gas was cut-off due to nonpayment. Prior to this, the customer was advised of the process to have the gas restored (e.g. setting up appointment). It was then expected for the customer to call us back after the EA representative gave the pledge (or a payment was made), because only primary account holders have the right to request for service appointments. Unfortunately, we did not receive any call on the same day—which could’ve been the chance to setup the appointment by the following day (10/8/2015).The customer did not call us back until October 9th, a Friday, to which she was advised that the next available appointment was going to be on Monday (October 12th). Regardless, there were efforts made by both customer service representative, and supervisors (the customer escalated the call), to force the appointment on the same day. However, unfortunately, dispatch operations could not approve the order because of booking constraints. There were a total of three calls made by customer service to dispatch until the customer yielded to what seemed to be a regretful day in our customer service philosophy.We’d like to apologize to the customer for the inconvenience the customer has experienced.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

PER RESPONSE SUBMITTED 7/29/15 BY EMAIL TO [redacted]:
text-indent: 0px; text-transform: none; white-space: normal; widows: 1; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);">Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.Our Sincere apology for the damage we have caused to the customer’s property. We have escalated the customer’s concern to our Paving Desk team who handles such cases, we have received a response that they have made contact to the customer and were made aware of the actions to be taken to resolved the case filed.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.