Washington Gas

Review: I have been a Washington Gas customer for 16 years. This past winter we had a very large gas bill that I was unable to pay in one lump sum. I contacted WGL multiple times to let them know that I had the bill and would be paying it immediately. The bill was paid promptly and all other payments have been made on time (summer bills are much smaller and easier to handle). I recently received a notice to pay a $990.00 security deposit based on my payment history. What? I've been a customer for 16 years and this is how I get treated? I called Washington Gas today to discuss this and was put on hold to Spanish prompts (I do not speak Spanish) and then hung up on after inquiring about the deposit. I do not have $990.00 to give to Washington Gas to "hold". I have a family, 3 kids and a very large mortgage. This is ridiculous. I have a negative balance with WGL currently. Why do they treat customers this way?Desired Settlement: Remove security deposit asap. My family does not have extra funds to pay this ridiculous fee. No other company makes such an absurd request (electric, water). Treat customers properly.

Business

Response:

The security deposit request has been removed from the account. The adjustment will reflect on the account by Tuesday.

Review: There is a Washington Gas line in the middle of the street in front of my house. The cap to the line is metal and is approximately 4 x 4 and six inches deep. In the years that we have owned our home, the cap to the line has never been properly secured in place. The result is that the cap frequently dislodges and pops out of place, leaving the gas line exposed and leaving the large metal cap laying in the middle of the street. In addition, because the cap has never been properly secured, every time a car drives over the cap, the cap loudly slams up and down, making a metal-on-metal banging sound, which echoes through our house like we live in a batting cage.

Over the years, I have probably called to report the problem a dozen times. I have called customer service. I have followed up directly with the local contractors the company uses to send pictures and provide additional information about the problem. I even submitted a complaint through the company website. I have been frequently redirected to different departments.

It is extremely dangerous to have the dislodged cap sitting in the middle of the road. If a care drove over the cap, it could blow out a tire, do serious damage to the car or cause an accident. Even worse, if a car drove over the cap and kicked it onto the sidewalk, it could kill a passerby. Separately, the constant metal banging is a nuisance to my family and my neighbors, whom the sound keeps awake at night.

I'm not sure what else to do here. As an average consumer, I have only so much recourse.Desired Settlement: I would like the cap put back into place and properly secured so that the cap does not dislodge again and so that there is no loud metal banging every time a car drives over the cap. If properly secured in place, there should be no noise. I would further like to never have to contact the Washington Gas customer service line again for this problem. Between their menus and the difficulty the customer service reps have understanding the descriptions of problems, it can be a half an hour on the phone every time you have to call to report an issue. Over the years, the time lost dealing with this issue has been significant.

Business

Response:

See Attachment

Consumer

Response:

On Friday, August 2, 2013, after having filed complaint ID [redacted] with the Revdex.com and as a last resort, I emailed the CEO of Washington Gas, as well as other executives, including the CFO, the General Counsel, and various heads of customer service, to let them know about the issue I raised in my complaint.

Review: I live at [redacted]. My next door neighbor had contracted Washington Gas to provide work at his house. But when the service men dug into the yards they severed the water pipe from my property that takes the used water and sewage away from our house. We suspected that the gas service men damaged our sewage line, and our plumber confirmed that suspicion. Then we contacted Washington Gas several times. Twice we have done so in writing. And one of those times we used registered mail. So far they have not responded cooperatively at any point. All we want for them to do is reimburse us for the expenditures that they have caused us. We are not seeking damages and payments for inconveniences above that. We just must the money to pay for the repair of what they broke. We have made sure they have received a breakdown of all of these costs. $17,676.68 is a lot of money for us to lose to someone else's negligence. When need that money to keep up with the cost of our daily living.Desired Settlement: It would be nice for them to apologize for what they have done to us. But I'm primarily interested in their reimbursing us for the massive expenses we have been forced to pay for the mistake that they made. I need that money back.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

June 5, 2014

Revdex.com

1411 K Street NW, 10th Floor

Washington DC 20005-3404

Attention: [redacted]

Re: [redacted]

ID#[redacted]

Dear **. [redacted]:

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

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

Complete contact information including:

Full Name

Home phone number

Work phone number

Cell phone number

Email address (if available)

Mailing Address

Date damage occurred

Location of damage

Approximate time that damage occurred

Brief description of what happened

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

Copies of repair receipts or estimates

Copies of photos (if available)

Copies of police reports (if applicable)

Customers may send their requests by one of the following methods:

Scan the documents and email them to [redacted] , Subject: New Claims

Note: If the customer has the ability to do so, this is the preferred method.

Mail the documents to:

Washington Gas

101 Constitution Ave NW

Washington DC 20080

Attn: Rosa Coates, Claims Department

Fax the documents to ###-###-####, Attention New Claims Department

For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.

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

Sincerely,

Specialist

Consumer Relations

Review: My services were interupted without prior warning.I was aware of the fact that I never to pay my bill however my bidding has been laid off and money is tight I contacted energy assistance and was informed of the need to obtain a bill stating that my services has been interrupted then I would get assistance.upon contracting Washington gas I was informed that the needed document would be emailed sings faxed to me this was on 4/3/14. On,4/4/14 I called to inquire about the letter staying that my services had been interrupted and customer service informed me that the individual who I spoke to earlier had lied and it would take 24 to72 hours for their correspondence department to send the letter to which I informed them that I had little kids and am a at a disabled vet who needs to be warm I.want asking them to turn on the gas I just need the document that would enable me obtain assistance I was then told that I would get a call back from a supervisor. I didn't grieve this call so I called them back and I.was informed that it now would take,7 to 15 days for me to get this document at which point I frees requested to speak to the manager and I have now been on hold for,1,hr 26 minutes and counting.they gross disregard and r ransom holding of the staff at this organization is appalling.one already has a misfortune of being in this predicament and the total disregard and lack of empathy is unbelievable.I am still on hold my home is cold my babies are still cold but am unable to get assistance because Washington Gas updated their website so now it doesn't show off services have been disconnected and they have decided to hold the document that will rectify the failing of their website ransome.its been 1 hr and34 mins and am still on hold

andDesired Settlement: Turn my services back on or give send the document stating thst my services have been interrupted to my email or fax or tell me where to go pick it up and rectify your website it is lacking in requirements

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

April 11, 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 bills for the account are sent monthly to the customer’s service address. The bills made starting January has a disconnection notice, advising customer to settle the balance on account to avoid collection action. The gas was disconnected on 4/1/14 after payment was not received to cover the balance of the account. The customer’s request for a letter stating the gas has been disconnected can be requested thru the Correspondence Department. The process time for a correspondence request is 14 business days, confirmation for the department states that the letter has been sent to the customer. We apologize for the inconvenience brought to the customer for the delay in getting the letter.

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've been in contact with Washington Gas numerous times regarding my billing. They can never seem to give me a correct answer on why my bill is so high. My apartment is roughly 800 square feet and there is no way my gas bill should be more than $150.00. When I speak to the agents they give me the answer oh due to the weather that's why your price is so high. They can never give me the usage history or when I use the most gas. I tried to explain to agent that I am rarely at my apartment. I leave every morning around 8:30 am and my heat is off from 8:30 am until about 10:00 pm. Sometimes I don't even turn it on because its not needed. And I use space heaters to cut down on the usage of my heat. I don't even cook enough to use that much gas. It doesn't make sense to me when my electric bill since I've been here has not been over $30, yet I'm getting bills from Washington Gas for $188.20, $155.53, and 195.75. When Pepco sends me bills they give me my usage and the peak times that I use the most. My last electric bill was $28.85 does it make sense for me to have $188.20 gas bill? How can I pay for something if you don't outline when my usage is occurring, and you can't explain why its so high? And when I do have my heat on it stays on 68 because my apartment is so small that's the most comfortable temperature. I even asked why I'm being charged (2) TH charges and the agent told me because were going into winter we've been in winter for awhile now and they are still charge me (2) different rates for TH why? I'm paying gas prices for a house and I live in an extremely small apartment doesn't make sense to me.Desired Settlement: Show me the usage of my heating system only, explain to me the different rates of TH, and adjust my bill because it seems outrageous to pay for something that can't be explained in graph like other companies do. The amounts I'm paying are amounts if you have a house which I don't have.

Business

Response:

May 2, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.The gas bill was higher than the previous months as the consumption during the heating season is much higher. Customer was explained of factors that contributed to the high bill. The customer was explained how an empty house that has the gas appliance turned running still consumes gas and how the colder weather condition this year compared to previous year has added considerable amount in the usage. The price of the gas per unit has also increased compared to the previous months and compared to the same season from the previous year. The customer was given information on customer choice to get the supply or the actual gas product from a supplier. List available suppliers are available in the Washington Gas website. Payment arrangement was made for the balance on the account to be paid in installment.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,

Review: Wash Gas has failed to allow me to setup a account with them in a timely Manner.

The root cause of this issue deals with Wash Gas' inability to properly process customers that have credit "security" features in place. In my case this is a fraud alert, which asks businesses looking to open accounts under my name to further verify who I am. This is normally accomplished via asking information obtained through public records.

That being said, I have for the past 13 days contacted Wash Gas 3 times, and have never been able to get any resolution or assurance of resolution. This will end up causing me problems, because my apartment complex will most assuredly receive the bill instead of myself, and end up charging me additional fees.

With my first contact I was incorrectly informed that they have no way of back dating their billing to include my move in date, which caused additional concerns. I was also informed that I would need to email or fax or bring to their office a copy of my lease as an additional form of verification because of the notes on my credit (The Fraud alert I elected to put on there). I then promptly emailed them a signed copy of my lease.

My second contact was me calling them to follow up approximately 5 days later. This is where I learned they can back date their billing and the first person I spoke to was incorrect. This is also where I found out that there is NOTHING I can do over the phone to get any resolution, and that there is no one else that can help me and I just have to wait. Also it takes approximately 2 weeks to process my application after they receive the additional information. I finish the call with the consensus that I should call back in the future.

My 3rd call was 13 days from my initial Call... And again they do not have my information yet, and tell me there is no way to "Check" if it was even received. They tell me it is handled by the back office, who I am not allowed to talk to. It is again suggested that I drive 3 hours out to [redacted], VA to open my account, Or Fax ( I do not have fax as an option ). I inform the rep that neither option is viable, and am advised to call back next week. He is unable to give me any information on how I will be billed, or when I will have an account set up.

I have repeatedly Asked and tried to be escalated to a supervisor, but it appears their phone support is strictly outsourced in some way, and the people I am talking to have no ability or desire to help me. I keep asking if there is any way to Verify me using public records, or if I can email someone directly. Every time they just repeat their canned lines.

This whole ordeal has been a drain on myself, causing me unneeded stress, on top of my recent move, which other than this has been easy and painless.

Details:

( all dates are in 2013 )

Move in date: Aug 15

Call To Set up Account: Aug 15

Email with requested information: Aug 15 ( Exact time: Thu, Aug 15, 2013 at 2:49 PM )Desired Settlement: I Just want an account properly opened up under my name so I can pay my gas bill!!! I just want to give you my money...

Business

Response:

September 17, 2013

Dear **. [redacted]:

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

The customer sent an email to Revdex.com regarding their request to set up an account.

We have discussed this issue with the customer and advised that after further review and consideration we have decided to set up the account over the phone as of his move in date of 08/15/13. We also explained to the customer why he was advised to send documentation or go to the walk in office to set up the account when he called last August 2013.

We apologized for whatever inconvenience this may have caused them and advised that an account will be set up under their name once the request is completed. The customer was also advised that once completed, they will be charged a catch up bill starting 08/15/13 as well as a service initiation fee for establishing an account that will both appear on the first bill.

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

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

Sincerely,

Review: I am with Washington Gas since v1996 and on a monthly payment plan which credits you in the summer months for unused charges that I have paid. Last summer as usual my bills started with "NO PAYMENT DUE" showing a balance minus deduction. I have all of these monthly printed bills I receive in the mail. Last December, 2013 I notice I was still getting these bills. I called the W. G. cr on the bill to inquire that I was still get a "NO PAYMENT DUE BILL". I was told that was because I had a remaining credit that was being spent down. I made several telephone calls and was told I will get a bill when I am being billed. Then late spring I receive a bill with my monthly payment increased to $293.00. I called customer service to inquire why I was now getting a monthly increase payment of $100.00. I told the rep. that I could not afford this monthly and besides W>G> is now billing me for all this moneies due at once. I asked the rep. for a lower payment since I was not billed and apparently7 an over sight from W.G. The rep said said I could not get on a lower plan because I was already on a plan. I asked to speak to a manager or supervisor bbecause my payment history is perfect a nd I did not want to havev any late payments. I explained my first pay check for the month pays my mortgage and the second pays my monthly b ills and that I lived alone with no other income. The rep said that was W. G.'s policy and there was no one I could speak to. I called back several times and got5 the same response. I never had a chance to speak to a manager and was threaten with cut off notices. I have been paying at least $200.00 a month every month because I do not have the full amount to pay. I received August bill with a cut off notice if I did not pay in full. I called which I woul be paying $200.00, 8/29 my next payday however the rep again said I had to pay in full because I have an outstanding balance. Ask to speak to a manager or supervisor and again told that was W.A. policy. The gas was disconnection sometime before this pass Friday, 8/22 unbeknowing to me. I thought the hotwater boiler was not working. I called [redacted] because I have a contract with them. [redacted] came out on this Saturday, 8/23 and during the repair the technician discovered that the gas was turned off. He asked me if I was paying my bill and I told him yes. I immediately called the gas company. The rep told me I had to pay the entire balance of $424.21 before W.A. would reconnect me. I explained my situation and again I was told there was nothing she couyld do, no one I could speak with and that W.A.'s policy. The rep came me a number for energy assistant. I tried calling on Saturday office was not open until Monday. I have been trying to get through to no avail this morning. I do not believe should be penalized for an ERROR that Washing Gas made with my billing and the unwillingness to make afforadble payment arrangements and especially seeing my payment history. I ask the rep to look at my payment history before this mishap to see how I pay. She said "yes I see you make your monthly payments but there was nothing she could do. This is really an unfortunate circumstance for the consumer when something like this happens and you feel totally helpless. I have to now try to borrow this money which is an added burden when I could be paying in installment to W.G. I could see if from 1996 to present I did not have an excellent record before the mishap on W.A. billing Department and me paying a high price for that error. I am asking that you would kindly look into this complaint for me. I am 63 years on 8/29/2014, having to work, lives on a fixed income and never had a utility disconnection before. Thanks and I sincerely appreciate your help in this matter.Desired Settlement: My desired outcome would be for Washington Gas to reconsider and reconnect my gas with no reconnection fees and time to pay off this balance if I cannot get to borrow this $424.21 that is due at once to pay this bill in full. Seeing that the billing error was on W.A. and not raise my monthly installment payment to $293.00/month (i never used the amount of gas yearly that I pay in monthly installments and always had a credit during the summer to fall months). This amount of monthly installment is very unrealistic for me. Customers should be allowed to speak with a supervisor or manager because everyone's situation is different. I am not asking for the bill to beforgiven however seeing my payment history, I am hoping that would be a consideration. I am still without gas as of 8/24/2014.

Business

Response:

From: D[redacted], Myron P<MyronD[redacted]@washgas.com>

Date: Fri, Sep 12, 2014 at 10:42 AM

Subject: complaint #[redacted]

To: "[redacted]" <[redacted]>

Cc: "D[redacted], Myron *" <MyronD[redacted]@washgas.com>

[redacted],

Can we please have provided a service address or gas account number associated with the complaint #10192502 as received today for Ms. [redacted] ?

Many Thanks,

Myron D[redacted]

Washington Gas

Review: I previously was a resident at [redacted] Apartments in [redacted] Md. My lease was set to end on February 28th. I submitted a request online to stop my Washington gas service three weeks prior to moving out of my apartment. I called two weeks after I moved out of the apartment to confirm that I would receive my last bill at my new residence and a customer service representative informed me that they never received my stop service request. I explained to the representative that I no longer was a resident of [redacted] Apartments and that I turned in my keys upon the final inspection walk through scheduled on 03/01/2014. The representative stated she would submit a new stop payment request and told me that I would need to provide Washington Gas with a copy of my lease proving that I was no longer a resident and to show my lease ended on the 28th. I informed her that I did not have a copy of my lease and that they should call the apartment complex to confirm the date. The representative said she would notate my account and stop my service. I called back a week later for an updated only to find out my Washington gas service was still connected and she did not submit a stop service request!!!! I requested to speak with a manager, at the time they call center agents explained the managers and supervisors were all busy and they would have someone call me back. Later that evening a supervisor by the name of [redacted] called me and I explained the situation. He assured me he would put in a request a request to stop my service and contact the apartment complex to verify I moved out on 03/01/2014. [redacted] said in the meantime he will have my billed adjusted to 03/01/14, confirmed my new address with me and said my final bill (with the adjustment) will be mailed to my house. That was two weeks ago, today I receive an email notifying me that my new gas bill is available to view and it has nearly doubled!!!!! WHY AM I STILL RECIEVING BILLS AT A PLACE WHERE I NO LONGER LIVE!!! I am beyond livid that this situation is still not resolved!! I called back several times asking to speak with a manager or a supervisor and I keep receiving the same response that they are all busy.Desired Settlement: I want Washington Gas to correct their mistake and stop charging me for service that I am not using. I do not understand the service that is in my name has not been disconnected. I want the service stopped!

Consumer

Response:

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,

Review: I have contacted Washington Gas before Thanksgiving asking them to reinstall the service to my townhouse after my tenant's contract ended and now I have the house on the market for sale. I have also informed them that the house is vacant and informed them of the location of the key in order to have access to the premises. Since the last week of November and until 1/12/2014, Washington gas have came to my house around 6 or 7 times without connecting the gas service. I have contacted them over a dozen of times asking them for the reason and each time we had a reason from shrubs in front of the meter to not being able to find the key and finally that the gas valve on the fire place is leaking gas and needed to be fixed. I have sent a technician to fix the problem and he informed me that he needed the gas on in order to identify the problem. I have called Washington Gas, on several occasions, and asked them to please call me when they are at the premises so I can take the technician with me to fix the problem since I'm about five minutes away from the premises. However, they have never called me although I've provided them with three phone numbers ,based on their request, and have refused to give me a shorter waiting period for their arrival or to call me prior to coming. Instead they expect me to wait for them to show between 7am until 5pm. I have asked them to please install the service before the sever cold causes the water pipes to burst, still they did not call. I've requested to speak to the supervisor and he confirmed to me that this is the only way they work and could not confirm that his people will contact me even after I explained to him that their lack of action have cost me thousands of dollars in repair for a burst water pipe and the inability to sell my house since no one can sit in the house nor visit it due to the extreme cold inside.Desired Settlement: I would like to see the gas service reestablished and hold washington gas accountable for the damage caused by their refusal to contact me or shortening the waiting period. Ultimately, I would like to see a change in the policy of not contacting people in order to avoid the same fate happening to other people in the same situation. thank you.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

February 04, 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 request to set up account and activate gas service to the property was initially requested for 12/06/13 and was completed on 1/21/14 after several attempts were made to turn the gas on. Since the gas is off at the property, access was needed inside the house to do the safety inspection by the Washington Gas technician before gas can be turned on. The appointment window provided for the scheduled date of the work order was dependent on the availability of the slot at the time the customer called to request to send a technician and a call from the technician before they arrive to the property is not a guarantee. It was agreed with the customer that since property was vacant instruction was included on the work order on how the technicians can get inside the property without customer’s supervision. The gas was not turned on in the other appointment as an appliance was given a red tagged as it the unit needs repair first before job can be completed.

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 several occasions, Washington Gas service technicians have failed to arrive during the designated appointment time or failed to arrive at the home at all. The latest event was on 23 October 2014 when a tech should have arrived between 8-12 to turn on the gas. I called the organization four times to resolve the appointment issue. The first call I was told the tech would arrive on time. The second and third calls I was told the tech was en route and would arrive momentarily. On the fourth call I spoke with superviser Jake, #[redacted] and was told a representative would arrive "sometime" that day, but he couldn't confirm when.

The excuse given was the tech was pulled to an emergency and deferred to another location. When asked why I wasn't advised of the delay or rescheduled, the answer was an "I don't know why" monologue. This is the third occasion on which Washington Gas has failed to keep an appointment. The problem seems to be prevalent, because their website has it listed as a complaint. That is not acceptable.

The tech did arrive that day at 1415. The service call lasted 10 min. (The tech was a very polite gentleman.) A ten minute service call took four calls, an on-line complaint and a morning and early afternoon of frustration.Desired Settlement: Request Washington Gas adopt a policy to accurately inform and/or update customers to their appointment status. Techs (or a dispatcher) should confirm the appointment on the day scheduled. If a deferment is required or occurs, the tech or dispatcher should notifiy the customer via telephone. The tech or dispatcher should make some form of positive contact.

Business

Response:

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 DSpecialist Consumer Relations

Review: I informed Washington Gas that I intended to move in January of 2014 and inquired about the procedure for transferring an account to another person so service would not be interrupted. I informed the current residents of the procedure and they agreed to call Washington Gas to transfer the account. I reminded the residents about once a week while I was moving that they needed to call. I finalized my move as of March 1, 2014. During the month of March I received nothing from Washington Gas, so I assumed that the transfer had taken place. In April, I received a bill addressed to me at my new address (not a forwarding sticker). I called Washington Gas to dispute the new charges. They asked that I have someone call to transfer the account. I informed them that I had already done so. They insisted that I provide contact information for the current residents. I provided the only phone number I had for the residents, which Washington Gas already had on file from the January 2014 discussion. In May 2014 I received another bill with current charges. Again I called Washington Gas to inform them that I had moved and that I would not pay for services that I was not receiving. They informed me that there was nothing they could do. They were not able to contact the current residents and since the shut off valve for the gas was located inside the house, they were unable to shut off service without permission from a current resident. At this time, they thought it prudent to inquire if I was the owner of the residence. I informed them that I was a former renter and I did not have current contact information for the owner. I have since received bills once a month and call Washington Gas to dispute the new charges each time I receive a bill. The only action they have offered is to attempt to gain access to the residence to shut off service.Desired Settlement: As I have stated to Washington Gas, I will accept charges up to March 1, 2014. I will accept nothing less than a billing adjustment showing charges up, but not exceeding that date.

Business

Response:

October 28, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.The usage at the property will be billed to the active account until it is terminated. It is the customer’s responsibility to notify Washington Gas their intent to close their account so that termination of account can be initiated. There was no request made by the customer to terminate the account before the customer’s stated move out date. In May 2014, the customer stated she would have the new tenant call to assume responsibility for usage from the date the customer moved out. No one called or made a request to set up an account and take ownership for the usage of the property. The account was terminated and was billed for usage until 8/5/14 after the termination request was completed. An adjustment can be made to bill the account up to the move out date of the customer if someone would take over responsibility for the usage.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

Business

Response:

Review: I have been trying to reach a Washington Gas representative for over a month in regards to a meter error. The error is currently in my favor as the meter is not reading therms used at all in the past 3 months. I noticed the problem with a peculiar low bill in January and confirmed the inaccurate billing for my feb invoice. That is when I started calling to request action. I have requested to have someone service my meter to no avail. Aside from a call center in the Philippines, I have not even been able to reach anyone in authority on this matter. No one calls back. I attempted to reach the company again today via phone and by lodging complaint on the website through their online form. The form would not accept something within my entry and therefore, would not submit. There is no email to contact. I am frustrated. Below would have been the info I would have submitted:

EXTREME DISSATISFACTION-

I have been trying for reach ANYONE 1. in the United States (not the Philippines) who can 2. help with a meter reading problem. My meter is not accurately reporting therms used and I have NOT BEEN ACCURATELY charged for 3 months now. I have tried calling several times, lodged complaints, been promised calls back, spoke with supervisors and promised action from meter reading departments. The problem has yet to be resolved or even actioned. My meter was scheduled to be re-read on March 25th as occurs naturally with my billing cycle and I hoped maybe the meter would simply be addressed at that time. It was not. I have contacted the VA Commission to lodge a complaint and have called Washington Gas again today, only to speak with someone in the Philippines who doesn't seem to have any phone numbers for ANYONE who actually works in the United States. This situation in inexcusable and unacceptable. The poorest form of customer experience I have received in a long time and I am the one actually trying to chase Wa Gas down because I know I owe more money for the services than has been reported by my meter. I will be filing a complaint with the Revdex.com and truly wonder if my inquiry will ever be addressed by Washington Gas.Desired Settlement: Meter service performed and billing corrected! An apology on appalling customer service would be nice. I also recommend they review the decision to farm their contact center out to the Philippines.

Business

Response:

May 2, 2014Dear **. [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.The meter was replaced and the usage for the months when the gas usage did not reflect when meter reads were taken was computed and was billed to the account. We apologize to the customer for the inconvenience of calling repeatedly to report and schedule the appointment to have the meter replaced. The unbilled gas usage for the period that the meter did not register the consumption will be added to the account but the amount will be open for payment arrangement. The recent reading showed that the new meter is registering the gas usage of 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,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is now complete. I am continually dismayed at the poor proactive customer service I have received. There were many opportunities for Washington Gas to correct the situation and correct the customer service missteps. They did not take the opportunity. It took me filing a Revdex.com complaint for any action to occur. This was confirmed during my first customer service call with someone who actually worked in the United States, in response to my Revdex.com complaint. Additionally, once the meter was changed, I was assured someone would contact me to discuss the amended billing. This did not occur. Instead, I called to check my account every couple of days and then had to call to speak to a customer service rep myself to determine if the billing was complete. I continue to urge Washington Gas to evaluate their decision to separate their customer service reps and their customers by an entire ocean just to save costs in their personnel fund. Something is still broken within their systems. Regards, [redacted]

Review: THIS COMPANY SHOULD BE PUT UNDER INVESTIGATION

why when im on the budget plan I was playing 35 a month and when I switch my service to washington gas and electric services I have an outstanding bill of 460+ and sometimes fail to process payments how can we get a bill this high and its just me and my mom im always at work and my mom is 65 yrs old this is unfair I feel like im getting robbed from this company customer service and management are cold hearted people my mom was crying over the phone and they didnt seem to care about our emotions and lack of understandment from out point of view we get low income and we have to be forced to pay our bill before they will cut us out im surprised that we only have a hvac heater and a water heater and we get a bill overpriced please investigate on washington gas and washington-gas & electric I feel scammed and robbed from WGES false advertisementDesired Settlement: either give us a credit for this huge misunderstandment or give us our money back

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

September 11, 2014

Revdex.com

1411 K Street NW, 10th Floor

Washington DC 20005-3404

Attention: David Dennis

Re: [redacted]

ID# [redacted]

Dear [redacted]:

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

The customer was enrolled on the budget billing program of $35.00 when the account was set up in September 2013 The budget installment amount is periodically reviewed to check if an increase or decrease is needed depending on the status of the total actual usage compared to the total amount billed on the account to avoid the possibility of a huge debit balance by the end of the budget season. When the customer signed up a contract with a supplier the budget program was terminated and the account reflected a debit balance of $259.70 which was in turn added to the accounts new budget billing program of $147.00. Payments were not made to the account for the duration of the enrollment with the supplier resulting to the balance reflected on the bill. The customer can call to work out an agreeable payment arrangement to make the account current.

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[redacted]

Specialist

Consumer Relations

Review: On February 8, 2014 I faxed [redacted] (3rd party Supplier) a letter stating that I wanted to terminate service immediately due to their astronomical rates (It was not office hours). On Monday February 10, 2014 I called Washington Gas and spoke to a customer service rep who told me to cancel with the supplier and to call back so they could help me because as long as I was with the supplier they could not do anything to my account. The Rep stated when they put it in the system then they could help me. On February 10, 2014 I followed up with a phone call to [redacted] and they stated that they will process my request and that my contract will be terminated by February 28, 2014 the end of the billing cycle. [redacted] advised me that it will take several months for my bills to convert back to [redacted] and Washington Gas without disruption of Service. I advised [redacted] that I could not afford their rates for another couple of months and they advised me to contact [redacted] and Washington Gas because the delay was not on their part. I called Washington Gas February 12, 2014 and they stated that they did see the end date in the system for February 28, 2014. They said (Like [redacted]) that it will take a few months to convert back over. I asked about disrupting service and the Rep said it would take 3 days to restart service. I then waited for a warm day (Feb21) to disrupt service and then a Rep informed me that it will take 3 days to disrupt and another 3 days to turn on (different from what a previous Rep informed). I asked for a supervisor to call me back and never received a phone call back. Feb 21,2014 I made another phone call and spoke to supervisor [redacted] in escalation team and he had no solutions as to why I never received a call from a supervisor so I asked for the Manager. Manager [redacted] called me back later that day and advised me that he will take care of everything and that I will no longer receive a bill from [redacted] after feb 28th and I will need to pay $60 fee. Still with [redacted] in March!Desired Settlement: I want to be charged fees only from Washington Gas. Manager [redacted] played with words in email to get me off the phone when he had no intentions of fixing account. I was willing to disrupt services to get rid of [redacted]. He reassured me last bill I was getting was in March for February Service. Washington Gas should observe the astronomical rates from [redacted]. I should only be responsible for usage rates from Washington Gas as promised!

Business

Response:

Our records show [redacted]’s contract with [redacted] was terminated on February 28, 2014. [redacted]’s final bill with [redacted] covered the usage from February 25 – March 28, 2014 (copy attached).Currently, Washington Gas is [redacted]’s natural gas supplier (copy of current bill attached).CONCLUSION / RESOLUTION: As of the date of this response, [redacted]’s account show a balance of $316.92; which includes the balance from previous bill ($292.97) and the current charges ($23.95).On behalf of Washington Gas, please accept my apology for the delay in responding to [redacted]’s complaint.

Review: I moved into an apartment in [redacted], VA that has Washington Gas as a service provider. I called Washington Gas on November 29 2013 and still have not received a bill or any other information just that my account is being processed. It has been about two months and still no answer but only now I owe over $139 dollors. There is no bill and I've tried to contact customer service multiple times with out any luck. I explained to Washington Gas that from November 29 and forward I assume responsibilty for the apartments gas utility. Washington Gas still had the previous occupent's name and my name attached but only I was being charged without any detail on the charges. Please help. I want to pay my bill but and see that I am being charged correctly and with a statement. I don't want to end up paying a large amount because my account is being "reviewed"- [redacted]Desired Settlement: Please provide an invoice for me starting from November 29 on forward and to contact me with the resolve issue. I do not want to have to pay a large amount but only monthly.

Business

Response:

[redacted], Virginia [redacted]

January 31, 2014

Revdex.com

1411 K Street NW, 10th Floor

Washington DC 20005-3404

Attention: [redacted]

Re: ID# [redacted]

Dear **. [redacted]:

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

The request to set up an account for the customers has been completed and customer will be billed for usage starting his move in date. Customer was provided the account number under his name for the address. The account was not made immediately available since the processing of the would be account of the customer was done after 28 days as usage needs to be backdated since customer called and request to set up account after the move in date.

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 told incorrect information since day 1. I was mislead about how much my deposit was and then mislead about the payments that I was sending in. I was intially told that my monthly payment included my deposit of $75 broken into thhree payments, now come to find out that my payments were not transfered to my deposit. I was told that I could not enroll in the budget plan do not having my deposit paid in full. But now I being told by there own representative that I was lied to and mislead the whole time, about my payments and deposit.Desired Settlement: I woud like everything in writting. About my deposit and who it is applied to the bill. Also about the budget plan. I have asked and it could not be provided. If then this leads to any other resloution, I would be open to speaking about it.

Business

Response:

See Attachment

Review: I called Washington Gas (WG) on March 17 to request clarification of my gas bill. After almost an hour on hold, I have told by the representative she could not explain the bill, but it appeared WG had double billed me for a budget payment plan. I was told that the bill would have to go to accounting for review/correction. This was my March 12, 2014 bill. This bill reflected that a payment was due in the amount of 103.22 and that this was the first payment of the new budget plan. I payed the 103.22, while waiting for a corrected bill. I received what WG called a corrected bill on April 10, 2014. This bill reflects a payment due of 203.22. This amount includes an other charge of 123.22 to cover an overage on my bill. However, in the section on the bill that addresses the budget plan, I have not been given credit for the 103.22 payment. The bill states that the April bill is installment number 2, and that the paid to date amount is $80.00, not the 103.22 I actually paid. I called again to request clarification but the call representative did not seem to understand my question so my concern was not resolved.

It seems WG has gone to a new billing process, which appears to need some additional work, and their representatives are unable to explain the bills properly.Desired Settlement: A complete audit of my account and a corrected bill which reflects the payments I have made.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

May 16, 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 on its 12th installment on the Budget in the 2/10/14 invoice. The Budget settlement took place on this bill, the total gas usage was compared to the total amount paid on the budget and showed a debit balance of $369.66. This amount was automatically set up for three installments ($123.22 per installment), to be billed on the incoming months. On the March 12, 2014 invoice, since there was a $100 payment received on 2/21/14, the account was asked to pay $103.22 which includes $80 for the new Budget installment for the new season and the 1st installment for the debit balance. This is the same reason that only $80.00 shows as the Paid to Date in the Budget Plan that reflects on the 4/10/14 invoice. Currently, the account has already paid 2 installments of the Debit balance, the remaining last installment of $123.22 was billed on the 5/9/14 invoice. We apologize to the customer the confusion brought by the bills.

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:

[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.]

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,

Review: I am on a budget plan with Washington Gas that begins in December and ends in November. From 5/2013 to 8/2013 I paid $132 per month. From 9/2013 to 12/2013 I paid $10/month due to a surplus of money paid earlier in the budget cycle. Beginning in January of 2014 I was being charged $75.30 per month because of my new budget rate. My bill for the month of April was $10. I called Washington Gas on 4/21 and spoke with [redacted] (ID # [redacted]) and questioned the bill amount and expressed my concern that I did not want to be getting a bill later in the year for an enormous amount that I would not be able to pay. I was told that the problem would be resolved in my next month bill. My bill for the month of May was $10. I called Washington Gas again on 5/22 and spoke with a supervisor named [redacted] (ID # [redacted]) and expressed my displeasure with having to call back a second time. I was assured that the error would be corrected on my next bill and the budget amount would be reset to $250 per month. I made my May payment for $250 in good faith that the problem would be resolved after speaking with a supervisor. My bill for June has arrived and the amount due is $10. I called Washington Gas for a third time on 6/19. After asking to speak to a supervisor and waiting on hold for 35 minutes, I was once again speaking with [redacted]. I was told that Washington Gas could reset my budget amount and begin my new budget cycle with my next bill but I would be responsible for an account balance of $930. I told [redacted] this was unacceptable and this was the exact reason I first contacted Washington Gas back in April. [redacted] told me he could offer me a $30 credit to my account to which I told him that was not good enough. At some point during our conversation the phone conversation got disconnected and it was not because I hung up the phone. I did not have the time to invest in calling Washington Gas back again for a 4th time. and have decided to take another route to get my issue resolved.Desired Settlement: I want my account balance reduced to zero and to pay per month for the amount of gas that I use. I also would like a copy of my gas consumption for the past 12 months so that I can expect what reasonable amount I should be paying in each season of the year. I understand that my gas consumption will be more during the winter and less during the summer.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

June 24, 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’s previous Budget season ended with a debit balance on November 2013. The debit balance was split into 3 installments and was billed on top of the budget amount for the new budget season that started on December 2013.

We apologize to the customer for the inconvenience brought by the budget billing and we appreciate the customer’s initiative for calling the customer service hotline to change the budget installment amount to avoid a huge debit balance by the end of the budget season. The 6/18/14 invoice was the materialization of what was agreed in the conversation by the customer and the supervisor to set the budget amount to $250. The reason the 6/18/14 invoice reflected a $10.00 total amount to pay was due to the $240 over payment from the previous bill. The copy of the bills from December 2013 to June 2014 is sent to the customer for reference for the actual gas usage and the budget installment billed can be found on each month’s bill.

The account being on the 7th installment on the budget and the installment amount set at $250; hopefully by the end of the budget season, in November 2014, the difference between the actual gas usage and the account that was billed will not be so significant. In the event that the account ended up on a debit balance, the settlement amount will be set up for payment arrangement.

The customer’s report that the call with the Supervisor that got disconnected was looked into; and found that the supervisor was also not at fault for the termination of the call.

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:I am not satisfied with the failed attempt of Washington Gas to resolve this issue. I am requesting that my account be returned to a zero balance and that I get monthly bills for the actual amount of gas used and opt out of the budget plan.Regards,[redacted]

Business

Response:

July 10, 2014Dear **. [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.Increasing the Budget amount to $250.00 is the resolution provided to the customer account to avoid a huge debit balance by the end of the budget season which will take place by November 2014, as explained on the previous response. The customer’s request to make the account be returned to a zero balance standing and get billed for the actual gas used and be out from the budget program can be facilitated by one of the following action/s1. Customer paying the debit balance should the customer choose an early termination ofthe budget2. Setting the debit balance to be paid in a certain number of months should the customer choose an early termination of the budget Customer would have to call the customer service hotline to process the termination of the budget.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,

Review: I contacted Washington gas at the end of May 2013, in reference to moving my service from [redacted] to [redacted]. I was asked to send a copy of my lease, to which I did. As of today, October 26 2013, they still are charging me for my old unit. I am also being charged for the unit I am in now by my leasing agent, which I have to pay not only the actual usage amounts, but also a 50 dollar surcharge because Washington gas is sending them the bill for my new apartment instead of me. I call today and was hung up on. I was then called a liar because there's no way I received a bill for my old unit at my current residence, when in fact I have in hand a bill addressed to [redacted] for the usage on going at [redacted]. furthermore, I was told that I never called in two make such a switch. However, when I asked her to pull up the current address of [redacted], she didn't see that I had called and made a request. This time telling me that it did not go through because I had not provided my social security number.

I am being wrongfully charged for two apartments, having fully complied previously when I called at the end of May 2013. I have incurred over $300 of surcharges that are now owed to me by Washington Gas because they have failed to do their job.Desired Settlement: Washington gas at least needs to credit me $300 for the surcharges I have incurred from them not following through on the job they are paid to do, plus my service address needs to be corrected.

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

Customer was contacted to get information in setting up the account to the new address and to cancel the account on the old address. The customer was informed that the account from the old address will be billed only up to his move out date and was advised of the unpaid balance. The account for the new address was set to start today. The customer wants refund to the fees charged to him by the property management for not setting up the account on time. Customer was informed to send the document for the payments for review and approval.

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 enrolled in paperless statements and automatic billing to pay my gas bill. When I moved my account number had changed. Without my account number I was unable to log into my paperless statements or pay by phone. I made several attempts to pay my bill. I only received my account number after receiving a discontinue notice. Now I am able to pay my bill. However I have to pay late fees, and now the company is demanding I pay a deposit on my account. My latest bill arrived on 8 October. It demanded that a balance be paid by 7 October.

This is over a bill of 11.25. The billing practices are absurd and opaque. This has nothing to do with my unwillingness or inability to pay, I can pay it with change from my sofa. I want to pay my bill and not have to worry about late fees and deposits.Desired Settlement: Refund of all late fees. Repeal the deposit requirement.

Business

Response:

[redacted]

December 21, 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’s account was assessed to pay a deposit after 2 non payments was recorded. The payment for the unpaid bill was processed over the phone using a checking account and informed the customer that the account will be on automatic payment plan on the next billing cycle. Also, the deposit requested to the account 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