Washington Gas

From: R[redacted], Siobhan [redacted]<[redacted]@washgas.com>Date: Mon, Jan 5, 2015 at 9:44 AMSubject: FW: [redacted] complaint #[redacted].To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: "D[redacted], Myron *" <[redacted]@washgas.com>
Good morning,
This customer was advised 12/23/14 by a technician that a new houseline must be installed and inspected before Washington Gas can turn on the service at the meter.
S. [redacted] R[redacted]
Consumer Relations Specialist
P: ###-###-####
F: ###-###-####

6801 Industrial Road
Springfield, Virginia 22151
July 23, 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 appreciate hearing your concern and comments; this will greatly help Washington Gas provide a much higher level of customer service.
As we look into the customer’s case, based on the notes dated 07/22/2014. Customer spoke to one of our supervisors who were able to provide the desired outcome / settlement for a payment arrangement to reconnect the service.
 Nonetheless concern raised will be further look into to avoid cases like this 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[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, we’d like to inform you that the customer’s demand has been fully met on August 24th. In addition, a confirmation...

letter of this action was sent via email on the 1st of September, 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

[redacted]
March 10, 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 was closed on 11/01/13 as requested by the customer and final bill was mailed on 11/04/13. The balance is for the usage from 10/17/13 to 11/01/13. The last payment received on the account on when the final bill was mailed covered the usage from 09/18/13 to 10/17/13. The payment of $15.03 posted on the account on 02/06/04. The remaining balance which was incurred due to late payment was removed.
 
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

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[email protected]>Date: Mon, Feb 23, 2015 at 3:00 PMSubject: Fwd: Complaint ID: [redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Sat, Feb 21, 2015 at 9:37 AMSubject: Complaint ID: [redacted]To: [email protected]
Hi, I recently received an email about the above complaint asking if the company had taken action or not.  When I logged in to my complaint to reply, the message said "If the company has contacted you, please notify us immediately."  I didn't see any method for doing that within the complaint, so I thought this email would suffice.Washington Gas has contacted me on 2/11/15, and asked me to send them documents (again).  I sent them a fax of the documents on 2/12/15, and haven't heard anything back.I was planning on following up with them on Monday, 2/23.
Please feel free to contact me if you have any additional questions, or if there is anything else I can supply.Regards,[redacted]

February 12, 2015Dear Ms. Freeman: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 deposit amount of $215.00 will be processed for
refund as requested by the customer. The deposit for the same...

amount that was
credited to the bill balance of the account will be charged back. For inquiries and
follow-up, the customer can reach us thru our customer service hotline at
703-750-1000.Thank you for the
opportunity to review this matter for you.Sincerely, William S.SpecialistConsumer 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: It simply deflects the question to another individual. It does not address the issues raised in my complaint.
Regards,
[redacted]

June 5, 2015
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.We called the customer today and have agreed upon
fair and equitable settlement.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

February 25, 2015Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.Thank you for
the opportunity for us to make the correction regarding the customer’s final
billing date. Based on the documents provided by the customer, we will adjust
the final bill and as of this writing Washington Gas has completed billing the
customer up until 10/31/2012 with $0.00 balance.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 8, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.The conversation with the customer regarding the billing issue was addressed and an agreement reached to a point that the service will be reconnected. We apologize to the customer for the inconvenience with the service provided. The technician that was dispatched to reconnect the service reported that the water heater was lit and was left safe. This was supported by the customer’s report on the letter by describing how the technician relighted the water heater. For appliance related issue, like the pilot light not maintaining lit, we refer the customer to a licensed contractor. This is why the customer was consistently referred to the contractor by the Customer service representative and the Supervisor when the calls were made to inquire to send back a technician.Sincerely,William S
Specialist Consumer Relations

April 7, 2015Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.We fully understand the customer’s desire to have the service restored
but due to the following reasons below, we are unable to give what the
customer’s desired outcome.On...

10/07/2013 customer’s gas
service was turned off due to non-payment. Customer called and requested
for a payment arrangement to reconnect the service. Service was
reconnected on 10/16/2013. Reconnection Fee was charged on the next bill.Dated 04/09/2014 customer called
to request for a payment arrangement on the balance owed. We advised them
to make a payment of $118.00 on 04/12/2014 to setup 2 months arrangement on
the remaining balance, but customer did not make a payment or call
regarding the arrangement.From December 2013 up until
06/11/2014 no payment was made on the account which resulted for the
service to be turned off. Customer again requested for a payment
arrangement to reconnect the service on 06/11/2014 which Washington Gas
allowed, advising customer to pay $433.00. We allowed the arrangement even
though payment was postdated for 19 days (due to be taken out on
06/30/2014) Service was restored 06/12/2014.The payment made on 06/11/2014
amounting to $433.00 which reconnected the service on 06/12/2014 returned
with return reason code 16 – Account Frozen. The service was then again
turned off dated 08/07/2014 due to the payment that returned.Since the gas was turned off dated
08/07/2014, the meter reading should remain as is from the date it was
turned off. WG has monitored changes on the meter readings which generated
the OCCUPANT account, meaning Gas service was turned on by someone other
than Washington Gas personnel without notification to the company. With the information provided that occurred on the customer’s account we
would need the customer to settle the balance for the accounts below. Customer
would still need to settle reconnection fee and deposit on top of the gas
balance. Please be advised that reconnection fee and deposit is not included on
the figures listed below [redacted] - $694.05 balance owed when customer’s
account was turned off dated 08/07/2014.[redacted] - $458.67 balance owed up until
03/13/2014 which the disconnect date of the occupant account. (Customer
resides on the property within the occupant period).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

Please find the company's response below as provided to MD PSC:
WASHINGTON GAS SUMMARY OF INVESTIGATION: The
customer contacted Washington Gas 4/30/14 to start an account as of 5/5/14. A
system error caused a delay in the new account creation process which delayed
the customer’s billing. The error was corrected November 2014; the customer’s
first bill was issued 11/19/14 with a total due of $1,200.41. The customer
placed the account on the Budget Plan 11/24/14, via a phone automated
request; the installment was set at $121. A 6 month pay arrangement was agreed
upon after a payment of $300 was received.


 
CONCLUSION /
RESOLUTION: The pay arrangement was
canceled with the June bill due to the installments becoming two months past
due. Although the customer has been making monthly payments, they did not
cover the total amounts due each month. Washington Gas will waive the late
fee charged in November for $42.02 and credit the account $250 for the
inconvenience caused by the system error. The current balance due totals
$1234.41; the total after the credits total $942.39. Pay arrangements are
available for the customer if needed to pay the adjusted balance. It is
suggested the customer restart the Budget Plan with the November billing to
assist with the Winter bills and spread the charges out over the following
year’s summer bills.

[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 while I still find this answer less than satisfactory, I'm moving on!  
Regards,
[redacted]

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.At Washington
Gas, we take pride in ensuring our customer’s satisfaction. We made
contact to the customer and we both agreed on the...

credit we applied
to the account to cover the Late Fees and compensate for 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[redacted]SpecialistConsumer 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:Good Afternoon [redacted], I am writing you requesting that you reopen my complaint as, 1) the information provided by Mr. D[redacted] is not accurate and 2) to date I have not received any refunds. When I spoke to Mr. D[redacted] on August 14 he did acknowledge the error on the part of Washington gas and advised that appropriate action was being taken (they had my previous phone calls recorded). In addition he told me that based on my August 5th conversation with his staff member Neil J[redacted] that my refund of 157.92 was already in process and scheduled to be mailed to my service address. He advised that as of 08-14 he was processing a request for the additional amount 26.xx which would take additional time but that he would request the processes be expedited. I called the number provided by Mr. D[redacted] today  to follow-up on my refunds as neither have been received to date. I spoke with a staff member who told my  refund check of 157.92 was processed but is sitting at the facility waiting for approval to be mailed. When I asked for additional details and why it hadn't already been mailed as I had been advised I was told she had no additional information. I asked to speak to a supervisor and was transferred to speak with Neil J[redacted] again. I asked him if he recalled our conversation from 08-05 that he was processing my refund and he said yes. When I asked where my check was he said he didn't know and didn't have any way to find out and he told me that " the only thing he can tell me is to continue to wait and he was sorry". I asked how long am I supposed to continue to wait, he said, another week. When I asked what happens if in a week I don't have my check and call back what then. He said he could get additional information then.  I said then why can't you get additional information now as it's been almost a month!!! Clearly upset, I asked to go to Mr. D[redacted] vmail and I was put on hold for 2 minutes and then transferred to a line that cut me off. I called Washington Gas again after speaking with you and was told by a rep that they don't have access to transfer to voicemail. Upon mentioning my previous conversation he transferred me and I did leave a message for Mr. D[redacted]. I would like Washington Gas to send in writing an accurate TIMEFRAME of when my refund will be received and what the recourse will be if it is not received again as I have now called FOUR DIFFERENT TIMES and been given 4 different dates.  This is unacceptable.
Regards,
[redacted]

January 2, 2015Dear [redacted]: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 on. Washington 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 customers. Depending 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
available. The 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 scheduled. The second appointment set for 12/23/14 between 12:00pm to
5:00pm also yielded the same finding with the first appointment on 12/22/14
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 restored. The customer can reach us thru our customer service hotline at
703-750-1000 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

From: Siobhan R[redacted]<[redacted]@washgas.com>Date: Wed, Dec 3, 2014 at 3:59 PMSubject: [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Good afternoon [redacted],Call Center representatives utilize a customer's social security number to open a new account for identification verification because photo identification cannot be determined over the phone.I spoke to the customer via phone and was successfully able to start his account using the information from his previous account. The representative involved has been coached on this process when a customer prefers to (not) give their social security number over the phone.The service initiation fee of $37.17 was not charged to the customer's account.I offer my sincerest apology on behalf of the company for the quality of service [redacted] received.S. Bonnie R[redacted]

6801 Industrial Road
Springfield, Virginia 22151
 
August 18, 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 to the customer for the information given to her by the customer representative regarding the mode of payments that the field technicians can accept to cancel the disconnection order made for the account on 7/21/14. Several voice messages were left to the customer’s listed contact number in an attempt to discuss the issue. The customer can call the customer service hotline at ###-###-#### and request to have the call escalated should the customer wish to discuss the matter.
 
Thank you for the opportunity to review this matter for you.
 
 
Sincerely,
 
William S[redacted]
Specialist
Consumer Relations

February 18, 2015Dear [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 DSpecialistConsumer Relations

December 19, 2014
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.Thank you for the opportunity for us to explain in
details what occurred on the customer’s account. Upon investigation, the old
account number of...

the customer which is [redacted] was closed due to a request
for a new service online dated 06/30/2014, it was a request made by the
customer himself using an email address [redacted]. Since a new
account was generated, it automatically closed the old one. Customer’s payments
made on the old closed account was processed for refund to be mailed at their
service address.Customer’s credit score was not affected by this occurrence.
Kindly also advise the customer of their new Washington Gas account number
which is [redacted]. Moving forward payment should be made on this 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, John DSpecialistConsumer Relations