Washington Gas

Attention:  [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, we have contacted the customer and apologized for the delay of releasing...

the refund. Also, we advised that we’ll release the refund today and do our best to send the check expeditiously.The customer accepted this and took note of our conversation.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

I glanced at the customers account, I can see it was taken off of the budget plan as requested in June. There should have...

been another bill provided as well for July showing the customer that the adjustment had taken place. I hope this is found helpful.
 
[redacted]
Washington Gas

This matter still hasn't been resolved and me and my family have been with out gas for several months now

6801 Industrial Road
Springfield, Virginia 22151
May 12, 2014
Revdex.com
1411 K Street NW, 10th Floor
Washington DC 20005-3404
Attention: [redacted]...

[redacted]
Re: [redacted]
ID#[redacted]
Dear **. [redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review.
The request of the customer to have the address be excluded for any promotional or marketing campaign by Washington Gas was sent for processing. We apologize if this has caused you any 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,
[redacted]
Specialist
Consumer Relations

November 19, 2015
Dear [redacted]:The inquiry regarding the above referenced
customer was forwarded to my office for review.As it was clearly stated by the customer that
they bought the house on 02/14/2014 and called late to set-up an account to
start on 05/05/2014. We...

have browsed through the calls received for the
property; the amount of $243.96 was charged on [redacted]’s bill due to the
fact that the gas was already on by the time they took possesion of the
property and because of a dispute sent to our office by [redacted], the
previous owner. Unfortunately, the call the customer made on 04/25/2014 to set-up an account never had any
discussion as to when the customer took responsibility of the property that
could have avoided this issue.  The customer spoke to Supervisor June
and was advised that we cannot provide that customer a breakdown for the charge
since it was backdated and was advised that we can only  provide details for the usage that the period
covered. [redacted] was already sent a letter with the details of the usage
which is shown on the table below.Net Billing Transcript
Billing Date    Index      CCFs Used   Net Billing     Bill Type06/02/2014   2210        49                        71.09   Normal Bill04/02/2014   2120        122                     169.58  Normal Bill
03/04/2014  1998         144                    219.55   Normal Bill
02/03/2014  1854         321                    366.07   Normal Bill
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, 
Isaiah 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: I still see errors there and what they are saying or are trying to say still isn't making much sense to me. Firstly, I would like to point out what they stated here(I copied their replied and pasted it)
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. 
I'm even more baffled by the statement above. If they are saying "there was no balance to pay" then why were they sending me a bill for $278.64 when during the summer months the bill is around $14. Im seeing lots of contradictions in their statements and explanations as to WHY the bill was this and that. Not at all again the customers fault for their errors and I shouldn't have to pay for their errors. Per their reply basically they are stating from March to April I incurred the charge of $278 and change but they send a bill stating $0.00. I still dont understand but thank you for taking the time out to assist me to at least get those RES credits that they never said to me or applied to the bill until I notified Revdex.com.
Regards,
[redacted]

Hi [redacted] -Case closed and completed as customer escalated the issue to Maryland Public Service Commission.Sincerely,William S[redacted]SpecialistConsumer Relations

We appreciate the time and effort in making us aware of
the customer’s complaint. Washington Gas technician came out dated 10/20/2014
to relight the gas appliance which is the Furnace to resolved customers
concern.
Nonetheless Washington Gas will forward this concern to
dispatch supervisors for them to remind and to ensure our technicians on the
field to set proper expectations to our customers.

May 13, 2015
Dear [redacted]:The inquiry regarding the above
referenced customer was forwarded to my office for review.Our investigation shows that the
refund amount our customer wishes to be refunded has been applied towards their
other accounts. Please see further...

details below.Refund amount of
$1,627.54 from account number [redacted] has been applied to account
number [redacted]Refund amount of
$4,661.65 from account number [redacted] has been applied as follows.
[redacted] - $33.99 / [redacted] - $4,627.66 Unfortunately we can no longer process the refund as the
customer desire. If the customer wishes to further discuss this matter, we ask
the customer to contact our customer service hotline below.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

6801 Industrial Road
Springfield, Virginia 22151
May 30, 2014
Revdex.com
1411 K Street NW, 10th Floor
Washington DC 20005-3404
Attention: [redacted]...

[redacted]
Re: [redacted]
ID#[redacted]
Dear [redacted]:
The inquiry regarding the above referenced customer was forwarded to my office for review.
The Final Bill of customer was not completed as of the date customer moved out since there was no disconnect request made per record, nonetheless Washington Gas made settlement dated 05/08/2014 when the customer spoke to one of our supervisors who waived the Full unpaid balance of the customer. We also called the collection agency [redacted] making sure of no Collection Actions will be taken against the customer.
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

Review: I have a rental property located at [redacted], VA. Washington Gas has billed me before (at my present address in [redacted]) when a renters lease had run out and kept the gas on until a new renter arrived. I purchase this property and lived at this property from May 2005 until I was transferred to [redacted] January 1, 2010. On February 7th, for whatever reason when the previous renter moved on, Washington Gas cut the gas off, and when I contacted them they said they could not turn it back on until February 18th, even though a major snow storm was predicted to hit in two days. After numerous calls to get it turned back on so the pipes in my house would not freeze, my management company paid a contractor $200.00 to winterize the property by blowing out all the water lines until the gas was turned back on. I filed a complaint with Washington Gas (Consumer Services) on their website, and received an e-mail confirmation back from them on February 11, 2014, assigning me the case number [redacted]. As of this date I have not heard back from Washington Gas as to why they shut the gas off when they previously billed me at my address in [redacted] whenever my property did not have a renter paying the gas bill. I also want to point out that I was never notified that the gas was going to be cut off, and by luck contacted the neighbor who lives next door (**. [redacted]) due to the storm coming in, and me told me that the gas company had stopped at my house. I immediately contacted Washington Gas and was told they cut it off and refused to turn it back on prior to the storm.Desired Settlement: At a minimum, since I was never contacted (even though they had my contact information) prior to the gas being turned off in the middle of winter, and their refusal to turn it back on (they had two days before the snow storm was predicted too arrive) and they never answered my complaint I registered with Washington Gas Consumer Services on this service issue, they should refund me the $200.00 it cost me to have my property winterized to keep from having the pipes burst and flooding my home.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

May 12, 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 service at the property was turned off as the tenant (active account holder) requested to close their account. The tenant was advised to have the landlord call Washington Gas to have the account set up under their name so that there will be no interruption of service. Washington Gas has a program where in the gas account would revert back to the landlord’s name once the tenant request to close their account so that there will not be any interruption of gas service. Although the landlord has an account prior to the tenant set up their account, the company would not automatically transfer the account back to the land lords name if their tenant calls to close their account. At the time when the landlord called to request to have the gas set up under his name and the gas restored, the soonest date that the property can be scheduled for a technician to come out and turn the gas back on was on 2/18/14 because of the incoming snow storm. We apologize for the inconvenience that this has brought to the customer.

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,

Specialist

Consumer Relations

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Regards,

Review: Not only have they failed to provide an explanation of the $15.26 bill they sent me LONG after I'd moved out of my apartment (I moved out in November and they sent me a bill that was apparently "past due" in December - which was the first time I received it so how could it possibly be past due?). They sent me this bill, and I, out of the interest of not dealing with this miserable company (I truly don't know how they have an A+ rating on your website, read online reviews of them and you'll find the company is utterly inept if not criminal) sent a check for $15.26 to pay the bill and be done with it. However, a few weeks later, they sent me the exact same bill. As I already sent them my payment, I have no earthly idea why they are sending me another bill.Desired Settlement: I would like them to a) provide an explanation of the $15.26 that was levied after I closed my account, moved out of my apartment, and paid my last bill and b) stop sending me threats. The "bill" I was sent threatened me with a debt collector and/or legal action with is utterly preposterous and disgusting.

Business

Response:

[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,

Specialist

Consumer Relations

Review: I have been calling Washington Gas since August 21, 2013 to have my meter relocated from inside my premises to outside. I called a total of 6 times between August 21 and September 27, 2013. On each call I was told either there was no record of my call, or that a contractor would contact me to schedule my appointment for relocation. On September 27 I was told that I had an appointment on October 22 between 11 am and 3 pm. On October 22 I called at 12pm and again at 3pm and was told that someone would be out shortly or contacting me shortly. No one appeared. At 430 pm I called again and was told that there was no record of my request.

On each call I have been given erroneous information, or Washington Gas has failed to fulfill their obligation to me as a paying customer.Desired Settlement: I would like my gas meter relocated outside my home in the shortest possible time.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

December 20, 2013

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

A request to set up and appointment to do a estimation of how much it would cost the meter to be relocated is made once the customer give intent when they call the customer service hotline. The relocation estimate has a charge that needs to be paid to the contractor that would do the estimate. When the customer agreed to the estimating contractor quotation for the cost to do the actual relocation they would schedule when the work would be done. Apologized to the customer for the delay in the relocation estimate appointment and informed customer of the charge to do the estimate is different from the charge for the actual work to relocate the meter.

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,

Specialist

Consumer Relations

Review: I recently moved to a new address on July 16th. I requested Washington Gas along with all my other utilities to end billing on the address on the 16th. My bills were not late before I moved. When we received our final bill, mailed on July 26, at our new address, it was for $279.06. The first customer service agent I spoke with told me that they had been incorrectly billing us since February, and they needed the full amount by August 14.I spoke with her supervisor, and he told me that they had been doing estimates since February. I lived at my previous address for more than a year, and I can't figure out why, if they were estimating my bill, didn't estimate me for the first 6 months on the property. I feel like they are asking for money I do not owe.

Business

Response:

See Attachment

Review: statement did not provide proper explanation of charges.

monthly bill is increase nearly 50%

tried to reach management but not able toDesired Settlement: please adjust to proper monthly charges not some estimate budget plan

Business

Response:

Please note: This is not a WGES customer. This customer has a concern about his utility account and this complaint needs to be forwarded to the local utility Washington Gas. Since this is not a WGES customer we cannot help him resolve this issue. Please remove this from WGES and forward to [redacted] Utility. Thank you

Business

Response:

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

Review: Washington Gas has twice missed service appointments to turn on gas in my home after I moved in on June 1st. These appointments required someone to be in the home to allow the service person in. The first appointment was scheduled for Thursday, June 5 between 7 AM and 9 AM. The individual waiting at our house to allow the service person in left when nobody arrived by 9 AM. The service person reports he arrived at 9:15, and was not able to gain access to the home. I called to schedule another appointment, and after letting the customer service representative know that there is no way anybody can be at the house after 9 AM, she offered an all-day appointment June 9th, then a 7 AM to noon appointment June 10th, and after the third time I let her know that it must be before 9 AM, she was able to make an appointment for 7 AM to 9 AM on June 10th. On June 10th, I waited until 9:30 to allow for some lateness, as I had expected that from the first missed appointment, before I called customer service. After 15 minutes on the phone, the customer service representative let me know that nobody was coming, despite that the previous night I received a call confirming my appointment, and that I received no call on the morning of June 10th. I was two hours late to work, and gas was still not on in my home. I rescheduled for the following day, June 11th, from 7 AM to 9 AM. A service person arrived, and let my housemate know that they require a construction crew to come to turn on gas, which had only been turned off at the end of May, and according to Washington Gas, there only needs to be someone present to relight appliances (according to http://www.washingtongas.com/pages/ServiceAppointment). The result now is that it is a week after our original missed appointment, and almost two weeks of living in a home without a functioning stove or oven.Desired Settlement: Myself and my housemates held our part and were present during the appointment times we scheduled. We were late to work and missed pay because of these missed appointments. We have been unable to cook food ourselves without a working stove or oven. Washington Gas is responsible for reimbursing us for missed pay, and the increased cost of food as a result of the appointments they missed.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

June 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 first want to apologize for the inconvenience we brought to our customer due to the missed appointment. We are committing to our appointment as scheduled but due to some unforeseen events delays are inevitable.

We are willing to waive the service initiation fee which is the account setup charge but cannot offer any form of reimbursement other than the one being offered.

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,

Specialist

Consumer Relations

Review: As a new resident in [redacted], I signed up for washington gas in an apartment buliding. after receiving my first few months bills, I noticed they seemed quite high, after comparign my bills with neighbors, and talking to the apartments staff, everyone agress that the bill seems high. this is especially concerning since for the first 3 months I rented out the apartment, I wasnt even physically living there EVER, I didnt move my stuff in till 3 months after I started the least and the gas service, yet we recieved monthly bills higher than most people that lived there and used the gas regularly.

after dealing with customer service, they tell me that they cannot do a check on the pipes, or do any sort of troubleshooting to see why my bill seems high, other than to check to make sure the meter is reading accurately. I am quite frankly outraged that i'm paying almost double what everyone else in my building is for gas, and I definitely dont physically use as much gas, and nobody is willing to try and help me to solve this problem at washington gas, since they still get their money.

if there were another gas provider, i'd happily switch in a heartbeat.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

May 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.

In general the gas usage for all customers during the winter goes up as the gas is used for heating. The recent winter season was recorded as one of the worst winter recorded which resulted to a significant increase on the customer’s gas bill. It was mentioned by the customer that comparison of the usage from his neighbors was made and found that his usage was higher. The accounts of the other units of the complex was considered and found that indeed the gas usage was low compared to the customer’s usage, however all bills including the customers and the neighbors account was computed using an actual meter reading. Historical gas usage of the customer’s account show that the current bills are in line with the usage the previous year. Technician was sent to check on the meter information and verified that it matched what was registered in the system for the account. A gas leak was ruled out when a crew went to the property on 3/27/14. Contact with customer was made and an appointment set to have the connection of the meter going to the property verified.

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,

Specialist

Consumer Relations

Review: My regular monthly bill is about $45.00. The regular monthly meter reading is done by the Washington Gas on the 16th of every month. I moved out of my place on Jan. 29th, and I called Washington Gas that I have a new change of address and the people who moved in to my old place had the service transferred to their name as of Jan. 29th of 2014. I had the heat turned off most of the time in the month of January because I was not in the unit.

Washington Gas immediately sends an invoice of $43 for the period of Jan. 16th through Jan. 28th. As I said my whole monthly bill was around $45.00 when I had the heat on all day and night, and now they want to charge me $43.00 for only 12 days when the heat was off, and I barely used the gas?

They did not do a meter reading, and they simply decided to charge me a one month fee and force me to pay it.

I called Washington gas and they did not give me any explanation, they just said that the charge is what it isDesired Settlement: I just want to pay my share of the bill and not be forced to pay for the whole month which I was not using the gas.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

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 final bill was generated after account was closed using an estimated reading. The method of reading was based on the request made by the new would be account holder when they called and request to take ownership of the gas usage starting 1/29/14. A settlement for the final usage was agreed and was paid by the customer.

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,

Specialist

Consumer Relations

Review: On the first week of October 2013, approximately the 1st to the 3rd, Washington Gas came out to install a gas pipe line to my home. On the first day of the job, the digging crew damaged some pipes and electrical wiring underground. At which time, I was told that they would be repaired. However, after the job was finished, they told me that only one of the pipes were repaired and the other damages were outside the scope of their work. At the end of the job, the areas where they dug were covered and hay was laid down to help cover the area. I was then told that if any damages or problems occur due to the job to contact them. It wasn't until after a day or two that problems started occurring. Since my house runs on a septic system and the system is buried in the backyard where they were digging, sewage started to back flow back into the pipes of my basement. Mainly in the basement bathroom shower and laundry room where there is a drain on the floor, the lowest drains in the house. There was also a constant beeping or alarm that was going off nonstop in my garage. I then immediately called Washington Gas to get this fixed but was told that a repair order has been entered and there was no expected repair date. I then inquired why there was no estimated date for someone to come out to repair they damages and was told that no date can be given. So I then decided to call back the following week to check on the status of the repair. In the following week, there was a major storm and it rained nonstop for 3-4 days. The work performed by Washington Gas messed up the gradient to my backyard and caused water to build up around the back door of the house which ended up leaking into the house. I had to go out in the rain and dig out a small trench to relieve the water and further purchase sandbags to prevent water from further entering the house. While I was out there, I found out that the electrical wire that was damaged was sticking out of the ground which was not visible early due to the hay covering it. I then immediately called Washington Gas again to update the damages and complain about the water leakage and electrical wire. I was told by the representative that a repair order has already been entered and was given a repair date of around November 1st. Again I gave in and accepted the response from the representative. After the weekend, I called Washington Gas again to check the status and see if any earlier date for repair was available. This time the representative said that he was able to bump my repair date up and a repair technician would come out that day since there was an electrical wire that was uprooted from the ground. This response was very upsetting as it was the same issue from the previous week. Why was a repair technician not sent out earlier for the same problem? Later that day, a repair technician called me, he did not come out that day to repair but inquired about the damages to the property. I then explained all the issues and was told by him that he had to confirm with his superior and would return my call. The following day, some workers came by in the morning, around noon I checked what they did. It appeared they evened out the trench that I dug to relieve the water, however the electrical wire is still sticking out of the ground. It has now been two days since that call and I have yet to hear a response. I am very frustrated with the service provided by Washington Gas considering I payed over $3000 for them to install a natural gas line. It has been approximately over 2 weeks since they installed the gas line and they have yet to repair the damages they have incurred and every time I call they are unable to provide an estimated repair date.Desired Settlement: I want all damages incurred repaired, check that my plumbing is working correctly, fix the electrical wire, fix the gradient in my yard so that water does not come into my house, and reimbursed for the damages and emotional stress caused.

Consumer

Response:

I would like to remove the ancillary damage claims that are beyond the specific service/product costs. Thank you.

Business

Response:

November 18, 2013

Dear **. [redacted]:

The inquiry regarding the above referenced customer was forwarded to my office for review.

The customer was complaining of the damage that resulted after work was done installing gas service to the property. The customer was advised to contact department regarding paving concerns, an order was placed for the customer’s report of damaged electrical wirings. A crew was sent out to the property on when customer called again and reported that the same electrical wiring that was damaged when digging poses danger to the people around the area. The customer stated that the crew just covered the electrical wiring but did not fix any of the other damages that property has incurred from the installation of service.

The customer’s complaint and detail of the damage at the property was sent to the field supervisor to get information as to when can the property can be scheduled for repair.

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,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

No action has been taken. The business did not provide an estimated repair date.

Regards,

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

November 18, 2013

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 customer was complaining of the damage that resulted after work was done installing gas service to the property. The customer was advised to contact department regarding paving concerns, an order was placed for the customer’s report of damaged electrical wirings. A crew was sent out to the property on when customer called again and reported that the same electrical wiring that was damaged when digging poses danger to the people around the area. The customer stated that the crew just covered the electrical wiring but did not fix any of the other damages that property has incurred from the installation of service.

The customer’s complaint and detail of the damage at the property was sent to the field supervisor to get information as to when can the property can be scheduled for repair.

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,

Specialist

Consumer Relations

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Nothing has been done to resolve the damages. The electrical wire is still sticking out of the ground. The company has not provided any resolution for the other damages. I personally had to pay for a third party to fix the damages.

Regards,

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

March 6, 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.

Inquiry was sent field supervisor regarding customer’s complaint on the damaged property. Customer confirmed that he has been contacted to address the issue however have not heard any feedback in two weeks. Follow up was sent to field supervisor advising customer current status and request to contact customer.

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,

Specialist

Consumer Relations

Review: I recently moved to this apartment and needed to add myself to the gas account. My roommate already established an account in her name (her old roommate moved out). She called Washington Gas to remove her previous roommate from the account and was told that I needed to call Washington Gas to add myself because you need to provide personal information. When I called, I explained the situation to customer service and was told I needed to cancel the account, start a new account in my name, and then my roommate would add her name back. I tried to explain the situation again, and was told that I needed to establish a new account even though I had the original account number and the phone number associated with the account. I made an account under my name because my roommate was leaving on an extended business trip and I needed to be able to pay the bills myself. Next month I received the bill, and when I paid by check over the phone, asked the customer service rep why I was charged $33 when nobody had to come and turn the gas on or off, and my roommate had never left the address. I was again told that this was the process. The next month (August) I received the regular gas bill in my name, and the next day we received a past due notice under the old account that was just in my roommate's name. I called customer service and explained that we had 2 accounts for the same address, and was told that my roommate would have to call to prove that she had never moved out so that they could combine the accounts. At this time, I also asked that my money be returned to me ($33 service initiation fee) and was told it would be settled when my roommate called to settle the accounts. My roommate returned a week later, and took another 2 weeks to get a new bill with the combined accounts. I called one week ago shortly after we received the new bill with both our names finally on the account and asked where my money was since it was not in my bank account and was not credited on the bill. I was told that the refund was processed on September 12 and I would receive documentation shortly. Our bill (August) was mailed the 10th and we received it the 17th, so I decided to give them a little more than a week to return my money. Yesterday, we received the bill for September, and my money had still not been credited to the account nor was it deposited into my checking account. I called again today before filing this complaint and was told again that the refund was processed on the 12th and I should receive my money by next week. I believe this is far too long to process a refund, since we initially requested it August 29th, although I had made inquiries before that date. I cannot tell if Washington Gas is simply incompetent, or they are deliberately trying to rip me off. My money has essentially been stolen and I feel like I'm being extorted. I was lied to by the customer service rep when I tried to add my name to the account, and forced to pay a fee that I never should have incurred. Furthermore, it is clear that Washington Gas puts customer service reps on the phone who have not properly been trained as my roommate and I were told different information when trying to add my name to the account- she was told I needed to add myself, I was told she needed to authorize that someone else could be added to the account. I also refuse to believe that they are so incompetent that it took them several months to realize that there were 2 accounts for the EXACT SAME ADDRESS- apartment number and all. They must have seen this and refused to fix it so as not to return the $33, or they are as incompetent as I think they are.Desired Settlement: I would like my erroneous $33 service initiation fee returned to my bank account or credited to the gas account, and I believe we should receive an additional $33 credited to our gas account for the inconvenience of settling the bill and for being deceived into paying the fee in the first place, or receive 1-2 months with no gas charge.

Business

Response:

October 16, 2013

Dear **. [redacted]:

The inquiry regarding the above referenced customer was forwarded to my office for review.

**. [redacted] wants her name to be added on the account of her roommate. Washington Gas needs to have the primary account holders concent before any update on the customer account information is made. We apologize that there were confusing information provided by the customer service representative to the customers as an account was created under **. [redacted] instead of just adding her name on the already exisiting account of her roommate.

The acount that was created under **. [redacted] has been cancelled and her name is now already added to her roommates account. The customer has confirmed that the she already received the refund check for the payment made on the account.

Both party found this mutually acceptable, we may now consider this matter closed.

Thank you for the opportunity to review this matter for you.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I am still troubled by a few things regarding Washington Gas:

1. My request for a refund was made August 29, and I didn't receive the check until 1 month later, after filing a complaint with Revdex.com. I would like an explanation as to why it took so long to get a refund- I'm under the assumption that I would still be waiting for a check if the Revdex.com had not intervened.

2. I'd like to clarify that this is more than a case of "confusing information" from customer service reps- this is a case of being told completely contradictory information by different customer service reps regarding account policy. My roommate was told explicitly that she could not add my information because it requires personal information (SS#). I was told that I needed to cancel the old account and create a new one even though I had the current account info and made it explicitly clear that the primary account holder was still a resident. Washington Gas should clarify their policy to their customer service reps before those reps are allowed on the phone with customers.

3. I am also troubled by the numerous spelling and grammar mistakes in the letter from **. [redacted]. I get the impression that this was hastily written and that my case is not important to Washington Gas.

4. I'd also like to make it clear that if I had the option, I would not be a consumer of Washington Gas. They have shown nothing but contempt and disregard to my situation, and I believe that they are either grossly incompetent or they are trying to scam customers out of money by misrepresenting account info. I truly wish I had the option of several gas companies to choose from, or that Washington Gas was better monitored by regulators.

Thank you again Revdex.com, without your prompt attention to my case I'd still be waiting for my refund.

Regards,