Washington Gas

Hello,
I thought this issue was closed since I did not get any response from you since 09/19/14..
I have handled the issue on my own.
Thanks,
[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

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]

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."

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

[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 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],
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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

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

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

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.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.

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]

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

The customer name on this complaint is not the customer name on record. Washington Gas is unable to provide account information to a person other than the account holder due to privacy policy.
An order will be placed to check for a gas leak at the meter. Washington Gas shows the gas meter...

is located outside so no one has to be home to provide access unless there is a locked gate.

6801 Industrial Road Springfield, Virginia 22151 February 4, 2016
-0.13in; margin-bottom: 0in;">Revdex.com 1411 K Street NW, 10th Floor Washington DC 20005-3404 Attention: [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 with the customer in the hopes of understanding further the dispute. However, unfortunately, we were routed to their voicemail in two occasions. Please be advised that nonetheless, our response is that their statements do show the payments made towards every bill. For example, bill dated November 4, 2015 shows that the previous bill (amount $32.20, date 10/6//2015) received an exact payment of $32.20. This resulted to $0.00 balance brought forward and a current bill of $36.49 (see screenshot below. Do note, however, that the payment of $32.20 are two $16.10 payments on two separate occasions. The current balance of $36.49 was due on December 4, 2015. The payment made for this bill, was one $18.24, dated 11/24/2015—thus resulting to a balance brought forward that was presented on December 8, 2015. See screenshot below.  We understand that there was another payment of $18.34 made on 12/8/2015 but do note that this payment posted after the December statement was already printed and mailed to the customer. We hope that this gives light to the payment posting concerns. On the other hand, we are already in the process of investigating the calls made by the customer to look for coaching opportunities, if there’s any. 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] Specialist Consumer Relations

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

[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:
Dear [redacted],
Complaint #[redacted] 12/12/2015
In reference to my complaint to the Revdex.com #[redacted] on 12/03/2015, Mr. Daniel from the Washington Gas Company left a voicemail on 12/09/2015. I returned the message to Mr. Charles (Mr, Daniel was not available), he told me that they will start sending the bill next month and there is some errors in my account preventing them from sending the monthly bill and the electronic statement. Mr. Charles added that I should receive the bill on January 28 of 2016. His explanation was not clear to me.
Mr. Daniel called on 12/10/15, he said there was an error when my account was converted from the blanket agreement on December 2013. The gas company made a mistake on the way I was billed and I was only billed for the distribution charges. Mr. Daniel said I should be billed also for the gas price or (commodity), according to him. They will make the necessary adjustment and I will be only paying for the last 12 months instead of the 2 years. They will create a new account and I should receive the final bill after 2 weeks. The gas company will credited my account for what I paid during these 2 years. Mr. Daniel told me the gas company will work with me on a payment plan if requested. I did not commit to any resolution till I see and review their final proposal. It is important to note that any error(s) was made, it is solely due to the failure of the gas company.
I have to point out that during the mentioned 2 years I was paying my bills regularly as it appeared on my online account. Equally important I would like to mention that the Washington Gas Company is only trying to resolve this issue after my recent contact with the Revdex.com despite my repeated efforts during these two years.
V/r
[redacted]