Washington Gas

Review: For the 10 months that I have lived at [redacted], I have never received a bill from this company. Despite multiple phone calls to pay my bills and asking them to send the bills to my email address because they claimed they were sending them to my mailing address (where they provide the gas service) but I was not receiving them, no bills ever arrived. Instead of contacting me when a payment was not made, they wait until a discontinuation notice is issued and then I get a voice mail to call them. I understand that I should be more proactive but I am working full time and spending weekends in the National Guard and don't understand how a company can expect you to pay bills that it does not send you. The customer service representative's answer to me was "well ma'am, you should go to the website and look up your own bill". Finally I he read me the entire address (previously when they had confirmed my address they had just confirmed the street address) and the zip code they were mailing my statements to was completely wrong. How do they provide service to a location and not know the zipcode to the address? Also, if the bills were returned to sender, shouldn't someone have looked in to this?Desired Settlement: I know this business is not Revdex.com accredited but they should fix this issue by auditing their billing systems and improving their customer service. What if I was living month to month and did not have the funds to pay multiple months at once?

Business

Response:

September 9, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.We appreciate the time and effort in making us aware of the billing statement customer failed to received, we would also like to apologize for the inconvenience.We made the necessary action to change the Zip Code correctly which will ensure that the correct mailing address is updated on Washington Gas end. The Deposit on the account which was also assessed recently amounting to $180.00 was removed due to the concern raised.For inquiries and follow-up, the customer can reach us thru our customer service hotline at [redacted].Thank you for the opportunity to review this matter for you.Sincerely,John D

Review: In February 2013, I transferred to a new apartment home in my apartment community. I contacted Washington Gas to inform them of the change and new service was started on my new apartment. However, in June, I received a notice of unpaid charges. I contacted the company and was informed that I was still be charged for my previous unit. At this point, I contacted my property management company and correspondence was sent to Washington Gas to correct my billing statement. Months go by, and on approximately October 25, 2013, I attempt to turn on my heat but the heater is blowing cold air. I finally decide to call Emergency maintenance service with my apartment community and I am informed that my gas was cut off in July 2013. I immediately contact Washington Gas and I'm notified that my gas was shut off in July 2013 with no notice.

Furthermore, because I have a busy work schedule, I have been making bi-weekly payments on my gas bill, un aware that my account and been closed.

I complete a over two hour conversation with the promise that my bill will be adjusted and my service will be restored the next day between 9am-4pm.

On October 25, at approximately 3:45pm, I call my rental office to ensure that the gas company has restored my service and am informed that no technician has reported to the leasing office.

I immediately call Washington Gas with the Property Manager and spend an hour and twenty minutes with no resolution regarding my restoring appointment and am informed that my gas won't be able to be restored until Monday, October 28, 2013. The explanation that I am given is that the tech called the wrong number for the leasing office and then stopped at the leasing office but no one was available.

This account is proven to be false because the property manager verifies that the office staff has been available all day.

I am then transferred to several representatives and am informed that my new appointment is scheduled for Monday.

I explain the specifics of the situation and with temperatures forecasted in the low 30's for the weekend, request to speak to dispatch because a technician is witnessed in my apartment community in the same exact building where I reside.

Washington Gas refused to provide the technician with the approval to restore my service and I'm forced to live in an unheated apartment.Desired Settlement: Apology Letter

Disciplinary action for team members

Customer credit

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

December 26, 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 gas was disconnected because the account was in arrears as the payments made to the account are applied to cover the transferred balance. The old account from the previous address was billed for usage after customers move out date and was transferred to the account on the current address. This balance has now been removed since the customers lease has been verified for both addresses. The old account now holds no unpaid balance and the transferred amount will be removed on the new account.

The reconnection of service has been completed on 10/28/13. The workload for service orders of technicians on 10/25/13 would not allow request for another technician to be dispatched to the customers address, reason account was scheduled on the next soonest available schedule 10/28/13.

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,

Washington Gas abuses their monopoly in the DC area. When you call them, they're friendly, but that's the only positive about this company. Their policies are terrible, they're not good at resolving issues, and because they know you don't have any other choices, they are very laid back with the level of service they provide. Long story short, they have this policy that you have to give them access inside to shut off gas - I moved out and my landlord wouldn't grant me access to the unit, nor would he drive from MD to DC to meet a technician there. WG wouldn't cancel the account, so I ended up being billed for three more weeks... two of which was my landlord doing work on the house and another was, apparently, a week's worth of gas to the new tenants.

Review: I noticed on my bill from October 2013 that there was an additional $1000 charge. When I called the company to inquire, they informed me it was an old bill from a former residence, that was not in my name, but is somehow associated with my social security number. At first, no one could tell me how old the bill was, and why I never received notification of this bill even though I left a forwarding address for that residence and satisfied all my bills. No one was sure. I requested an itemized bill and to speak to someone in the United States, and that finally happened in 6/2014. The bill appeared to be a paper with numbers of usage and payments from 2009-2011. When I asked the representative from the states she wasn't sure why I was being asked to pay except that I lived at the residence, nor could she tell me why I never received notification until now, or why at the time a service would be allowed to accrue over two years without interruption. My current service was interrupted twice as a result of this, and is currently turned off.Desired Settlement: The bill from that 3 year period legitimized and I am absolved of any responsibility for this service and billing.

Business

Response:

Account service history and notes were reviewed for [redacted] MD. The account was in the name of [redacted] originally. Notes from 2009 and 2010 show [redacted] calling to pay the bill and make inquiries. March 2010 the account name was changed to [redacted]. A new account began March 2011 and [redacted]’s account was closed at that time. There is no record of [redacted] contacting Washington Gas prior to March 2011 to close account. The $1020.82 unpaid balance from [redacted] account was transferred to the new account September 2013.CONCLUSION / RESOLUTION: [redacted] is responsible for outstanding charges including the transfer balance. Pay arrangements can be made from 6 months up to 18 months to assist the customer.

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: In my discussion with Lynette B[redacted] from Washington Gas we discovered that while I had the account changed over to my name, she couldn't seem to figure out where the charges came from and why the amount was so high. After a few days, she informed me that these charges may have accrued from the peak winter season of December to March 2011. I informed Ms. B[redacted] that I satisfied all my utilities bills prior to leaving in or around January 2011 and was never sent notice of a balance. I told her that the account was closed at my departure from the residence and that I should not be responsible for February or March 2011. Ms. B[redacted] said she would have the bill itemized to see how much was owed for those two months and to then consider an adjusted amount. I spoke to her this morning and she said she would forward my paperwork to another representative for the itemization. That was the last time we spoke. My service was disconnected today. When I called to speak with her she didn't return my call. I eventually spoke to someone in [redacted] Maryland, who informed me that the service should have never been disconnected, especially without prior notice, since the amount is in dispute. She added that her notes indicated that the issue with Ms. B[redacted] was resolved and that I was to make payment arrangements to have the service turned back on. I told her that no one had discussed this with me, and further I still have not received any paper bills despite making a request 2/3 months ago. I also told her that my bill doubled last month and that a representative claimed my consumption doubled and simply hung up the phone. She explained that was not the reason, instead I was being charged a $270 fee for "not paying my bill." In an effort to resolve this issue and have my service reconnected, we came up with a payment agreement. In essence, this issue has not been resolved and new ones persist.

Regards,

Sharon W[redacted]

Business

Response:

Hi [redacted] -

Case closed and completed as customer escalated the issue to Maryland Public Service Commission.

Sincerely,

William S[redacted]

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: The issue remains unresolved, yet my service was interrupted while this issue is in dispute. The interruption occurred with no prior notice and after numerous requests, I still have yet to receive a bill by mail. In an effort to prevent further service disruption however , since I do have young children in the household, I have made payment arrangements with someone in their [redacted], MD office to pay off the sum in 12 months. Yet when I call to make a payment to satisfy this month's usage, I am told I will need to pay off the amount in full. I have asked three different representatives to check their notes, speak to a Supervisor/Manager, but they all come back with the same answer that I need to pay the full amount. I am trying to contact the representative in the [redacted] office, but she told me before that she could not accept the payment in her office and suggested the automatic payment system. Their automated payment line transfers you to a representative.

Regards,

Review: My gas was turned off on May 21,2014. When I contacted Washington Gas on May 21,2014 they informed me that my gas bill was $652.74 I was six months behind in paying my bills.

I am on a fixed income and have very little money for myself. The bills just got out of hand. When I attempted to contact Washington Gas to set my services restored.

I was told that I was lucky that they let me go 6 months with out a payment. When I tried to find out why they did not call me or contact me by email once I got behind in my payments

they had no answer. I tried to make payment arrangements to get my gas restored and they said once the gas was turned off they could not make any type of arrangements. I don't have $652.74 since I am on a fixed income but I am willing to work with them to get the bill paid off.Desired Settlement: I would like the gas turned back on and payment arrangements made to payoff the balance due.

Business

Response:

801 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.

Once an account has been turned off for non-payment, the customer must pay the full outstanding balance, plus a reconnect fee and possibly a security deposit before the service can be restored. The bill sent has a disconnection notice printed advising the customer the amount needed to pay to avoid turn off. The bill also include a statement advising the customer the charges needed to be settled before reconnection of service can be made in the event the gas is turned off. The past 5 month’s bill prior to the disconnection of the service have the disconnection notice printed. The customer spoke with a Customer Service Representative on 6/12/14 and was advised to pay $350.00 to have the service restored after considering the customer hardship case. The customer was advised that the remaining balance for the gas, the deposit, and the reconnection fee will be forwarded to bill after the gas is restored.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 07/20/2013, a worker from Washington Gas visited my residence regarding my report of a gas leak. On this date, the gas was turned off. Approximately two weeks later, I contacted Washington Gas to inquire about the status of this action, since I had not been contacted regarding the resolution. I was informed by a customer service representative that Washington Gas is not responsible for performing the work needed and that I would need to contact a contractor. I inquired as to why I had not been informed of this need earlier and the representative stated that their office would not contact a customer to inform them of this. A report was written regarding the work needed, but I never received this. I live in an apartment complex and need to inform the rental office, but have not been provided with this report. I contacted customer service today, 08/17/2013, and requested this report and was informed that it would take approximately 14 business days to receive it via email. This is unacceptable as the weather is starting to turn cooler.Desired Settlement: Written report of what work is needed, so that it can be forwarded to my rental office. This report is needed ASAP.

Business

Response:

See Attachment

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,

The response from Washington Gas states that they have not been able to reach me. That is inaccurate as I spoke with a Customer Service representative earlier last week and informed them that I received the report I requested on 08/20/2013. At that time, I was attempting to reach the supervisor who left a voicemail requesting a callback. The representative attempted to reach this supervisor, who was unavailable.

Review: I am a disabled person and my funds are very limited. I was awarded energy assistance to pay my gas bill. Since the very beginning of January I have been trying to get my refund owed me of 314.88. The initial contact with customer service I was assured that a refund would be mailed. After several weeks and no refund, I called again and was informed that the representative made a mistake. She had submitted the request to included the awarded amount of 250.00 for energy assistance. Well I understand mistakes are made so once again I was assured of my refund. To date I have no rec'd a refund. On the back of the bill it advises the consumer to contact the Office of the Peoples Council. I spoke to [redacted] several times. [redacted] OPC. One called she stated she contacted the Gas Co. and stated a check was on it's way to me. Of course no check. I waited two weeks and contacted the Gas Co and OPC again and I am assured of returned phone calls and follow ups. Of course I am very upset. I have always worked and paid my utility on time. Because of recent Medical conditions I am disabled. This is more of a financial problem to me now that I have limited income. I also care for my 85 year old mother. But all of that is here nor there. The fact is I need and should be refunded and treated with respect. The WASHINGTON GAS CO I UNDERSTAND HAS BEEN OUT SOURCED TO THE [redacted].Desired Settlement: REFUND AS PROMISED TODAY BY THE WASHINGTON GAS CO REP.

Business

Response:

Response as provided to [redacted] of People's Counsel:

Customer entitled to refund of $314.88. This credit is from budget reconciliation, prior to DDOE making payment on account.

Washington Gas is working to get the customer's check to her as quickly as possible.

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 have spoken to the Office of the Peoples Counsel on several occasions. My first call to them was probably in early March. I am sorry that I did not record the exact date, but I assumed after speaking with them this issue would be resolved. To date it has not. I actually called the manager (spelling) [redacted] today before seeing this email and the response was for the most part they were baffled too.

On April 10, 2013 I contacted a representative at the Washington Gas Co. a [redacted] (employee no. [redacted]) and was assured the check was sent Fed Ex on April 2nd., since first corresponding and asking for a check in the beginning of January 2013. I followed up this information with the OPC and was asked to get a tracking no. for the Fed X. Speaking with WGL's representative again asking for this information. I was informed they did not have a tracking no., but assured me I would get the check in very soon. Since it was sent over night. PLEASE HELP ME...I DO NOT NO WHAT OTHER RECOURSE I SHOULD TAKE.

Regards,

Review: After repeated requests the company has failed to correct it's billing errors.Desired Settlement: I would like my charges to be explained and corrected.

Business

Response:

Attached please find response as provided to MD Public Service Commission

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:

There is no "courtesy" for crediting my account back these funds. It baffles me how Washington Gas doesn't admit fault for incorrectly billing my deposit request. Also every time I enter my checking account information to pay the bill it seems as if it gets returned by my bank. The funds are there and I'm not sure why this keeps happening. It's not an issue with my bank because all of my other utilities are paid in this manner as well. I contacted customer service today who claims that I 'entered my checking account information incorrectly". I find that hard to believe because I enter the same information for everyone else and my checks seem to go through.

Regards,

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 find it hard to believe that I'm receiving the "no account found" for the second time trying to pay my bill online. It's easy to blame the customer instead of the organization. Their service is horrible and the need to STAND BEHIND THAT!

Regards,

Business

Response:

The details of the rejection have been forwarded to the Eservice Department to investigate why [redacted] received the error message when trying to access her account on the Washington Gas website.

Email received from [redacted]:

From: [redacted]

Sent: Monday, May 13, 2013 12:19 PM

To: UnresolvedIssues

Cc: [redacted]

Subject: Accont #[redacted]

Review: over 7 years ago I moved to this address, Washington Gas told me about a budget plan that I used throughout the years. Most recently I had problems with their web site and could not log in. Since I pay my bill online, I forgot on 2 occassions and the bill was late. I received a call that because I was late twice I had to pay the entire bill which was over $900. I told them I did not have this money at the time and was asked how much could I pay. They wanted $300 but I said I was more comfortable with $150 which was approximately 100 more that I was paying prior to their 2x late rule. I did not argue too much at the time because I wanted to resolve the issue. I paid on time each month $150 and then 1 month ago my husband came home and told me they shut the gas off. I was shocked and told them to look at my history because I did not miss a payment. All they said was we dont have a written agreement and your verbal agreement was declined and therefore they turned the gas completely off. I argued with them at that time and they wanted all the monies or they were refusing to turn the power back on. I borrowed the money, and put it in my account and they turned the gas back on. the next bill I received showed a $0.00 balance after the final $430 payment. and new charges of $23.37. Again their sight was not allowing me to sign in because of maintenance and I almost forgot to go back in until today when I saw a charge of $613.20. Now I knew a mistake was made until I called and was told that this was a reconnection fee. I did not understand because the gas man was still in my area, came back the same day within the hour. This is highway robbery. Please advise as this is an unfair charge. My new bill says the meter reading date was on October 16 a week ago. I know we do not use that much gas in this warm weather in less than one months time. When I spoke to my husband he said the lady on the phone told him the reconnection fee was $45. Still does not explain the $613.20 online bill of today Oct. 22Desired Settlement: I want out of this so called budget plan, the reconnection fee of $613 waived with an explanation as to why that amount is being charged.

Business

Response:

October 27, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.Customer and I spoke dated 10/24/2014 where I explained the bill breakdown of the latest statement. Customer was able to understand that the large portion is the deposit that was assessed since the gas was previously turned off and that the deposit was not requested when the payment for reconnection is made.Both parties agreed to waive it as a onetime courtesy and that customer will keep the bills paid on time to avoid possible deposit request in the future.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely,John DSpecialist Consumer Relations

Business

Response:

October 27, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.Customer and I spoke dated 10/24/2014 where I explained the bill breakdown of the latest statement. Customer was able to understand that the large portion is the deposit that was assessed since the gas was previously turned off and that the deposit was not requested when the payment for reconnection is made.Both parties agreed to waive it as a onetime courtesy and that customer will keep the bills paid on time to avoid possible deposit request in the future.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely,John DSpecialist Consumer Relations

Review: On June 7th I called Washington Gas to schedule for gas to be turned on at our new construction property. We would have been unable to sign our papers for the house on June 7th without getting ALL utilities switched from the builder's name to our name/account. Electric and water were seamlessly turned on and switched. Today, July 26th, we noticed we had no gas on the stove top. We'd been waiting for our gas bill in the mail so we could pay and set up an online account. We called Washington Gas on their main customer service line and initially we were hung up on. When we tried again we were put on the phone with a female who was unable to keep up with context and instead was only able to ask us whatever she was prompted by her screen to input. In the end it was discovered that when we initially called on June 7th to set up our new account at [redacted] that our services were never turned on and a new account was never set up by the June 7th representative.

The female representative said we would receive services sometime between 7 AM - 5 PM on Monday and would be charged the $60 set up fee.

We were offered to receive a call back from the female's supervisor to dispute these charges as well as a more definite time frame.

After two hours we never received a call from said supervisor so we called them back. A different sales representative/customer service representative sent us over to her supervisor who did not identify himself. He was non-compliant and provided no customer service other than stating that it is company policy that the main account holder (which would be my husband) set up the account (which we set up the account under my husband's name at our former residence, to which said male customer service "supervisor" was not possible), male "supervisor" refused to provide a better time line other than Monday between 7 AM - 5 PM and refused to initially put me on the phone with his supervisor stating that "everyone will tell you the same thing as me", and he also refused to not charge us the $60 set-up fee because it is policy that all new accounts be charged this initial set-up fee.

Male supervisor provided no customer service and after I became very upset with him he snickered at me. I felt he dealt with us unprofessionally and had no incentive to provide us with actual customer service. His job, it seems, was to merely protect the business and not sort out any customer service issues.

As we explained to him, our special needs daughter has a medical appointment downtown D.C. Monday at 11. Due to their inability to lessen the timeline we have been forced to reschedule her medical appointment.

Each customer service representative, to include said supervisor, acted nothing less than droids. No one actually wanted to help us.Desired Settlement: Repercussions for deplorable customer service. Unfortunately Washington Gas is the only gas company we can use and they seem to hold this to their advantage, knowing we cannot move our business elsewhere. This should not allow them to treat their customers as hostages.

They should have customer service policies that they are required to act on, rather than just be versed in company policies.

We would like the $60 fee waived since they did not set up our account when we called on June 7th as an inconvenience courtesy to us, their customers.

We WOULD have liked them to come out today, Friday, July 26th, and turn our gas back on or even at the very least set up a more scheduled time frame on Monday so our daughter could attend her medical appointment but they have refused. Unfortunately because we had to wait 2 hours to call for the supervisor, it is the end of the business day at the start of a weekend so we are unable to get ahold of anyone who has any power to do anything for us, the customers.

We would like meaningful compensation for their horrendous customer service and poor management skills. It is a shame for a customer to feel held hostage by a company that is to provide them with service.

Business

Response:

July 29, 2013

Review: Gas was shut off for non-payment, when payment was made landlord was told by phone and on printed termination notice gas would be turned back on the next day. All occupants of household have repeatedly noticed the odor of natural gas emanating from the meter, after which we would call to report our suspicions to washington gas and they continually refused to send a tech to inspect. Although they did send a tech once, the problem persists, constituting a major risk to the area. Adding to this insult and its dereliction, one of the occupants suffers from diabetes and health is at risk due to washington gas refusal to abide by its stated policy of returning service in a timely manner specified in its termination notice.Desired Settlement: The callousness shown by the employees of washington gas towards its customers needs to be addressed by higher authorities. their unconscionable inaction during severe weather events demonstrates a clear need for changes in how this public utility serves its customers. They need to be instructed on adherence to lawful and ethical business practice in serving its customers (the public at large).

Business

Response:

The customer name on this complaint is not the customer name on record. Washington Gas is unable to provide account information to a person other than the account holder due to privacy policy.

An order will be placed to check for a gas leak at the meter. Washington Gas shows the gas meter is located outside so no one has to be home to provide access unless there is a locked gate.

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 did not state I was the account holder, I am a tenant at the address listed. My complaint was made due to the actions taken by the gas company< which their was no mention of in the rebuttal. I repeat my complaint, were their actions ( and inactions) consistent with their stated and written policies? I think not.

Regards,

Business

Response:

Washington Gas was within its right to disconnect service to this property due to nonpayment. Washington Gas general policy is when service is disconnected for nonpayment and the bill is paid, an order is scheduled for the next business day to restore service. Due to scheduling needs, same day orders are requested and have to be approved by a Washington Gas dispatcher if there is an available technician. Please keep in mind, technicians can be interrupted during the day to respond to an emergency gas leak call. Washington Gas technicians complete orders to restore service Monday-Friday, 7am-5pm.

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 agree that what is contained in the response is washington gas stated policy. My complaint is that they did not adhere to stated policy, as can be verified by examining the record of service termination (which I agree they have every right to terminate for non payment), in this instance payment was made and they refused to turn back on gas for nearly a week after said payment. During that week a severe weather event occurred and we had no heat, or hot water for 4 days after service would have been turned on had washington gas adhered to its stated and printed policy. That it occurred precisely in the time frame prescribed is not in dispute. Why they did not adhere to their stated and printed policy is my dispute. I am not at this time seeking monetary damages for that breech, however that will change if washington gas does not accept responsibility and apologize for its failure. If they apologize to me through the Revdex.com, and agree to at least look into the systemic failure that caused them to not return service in the time frame they themselves prescribe will suffice and I hereby waive any future action I may take (as is my right). If no such activity occurs I reserve my right to such a course of action.

Regards,

Review: I moved out of an apartment on October 1st 2013 with the lease ending on October 5th 2013. As part of my move out I went online to my Washington Gas account to stop/discontinue service as of October 5th 2013, and did so using the link/button on the website and entering the date that service was to be cut off. I received a final bill that was forwarded from my previous address to my new address in October 2013 and paid it in full. On January 24th a neighbor in my new building brought me a letter from Washington Gas that was put in their mailbox. Upon opening the letter I saw that it was dated December 31st 2013 and was marked at "past due" for $24.46. I called Washington Gas to find out what the charges were and why it was marked past due. The costumer service man told me that I never called to have my service off and it was only turned off under my name when a the new resident that had moved in signed up for new service. I explained to him that I had completed the process online on my account page, and he told me I should have called because they never received the request to stop service so I had to pay for the service. I inquired about why they had not received my request I completed online and if the online button/link was not an option why was it available. He told me to fax my old lease to them and it would be submitted for consideration for a refund. I faxed my former lease on January 30th 2014. My issue is that I used the link that Washington Gas and followed their steps and it was not accurate and now I am having to pay so it does not effect my credit and go through all of these steps to get a refund, for a bill I never should have had to pay, and have not heard back from them.Desired Settlement: I would like a refund for the $24.46 for the service when I was not living in the apartment, when I had followed Washington Gas's link and steps on my account page to end service.

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 account was charged for the usage until the account was closed on 10/28/13. The customer’s move out date was considered and proration was made for the usage was computed. The customer agreed to get a refund for $20.00 as the issued bill was already paid. The account’s mailing address was updated for sending of the refund check.

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: Hello my account # is [redacted]. I had recently received a letter stating I am no longer on Budget Billing. I had call customer service ###-###-####, which is overseas and explained to the representative why I was calling. I was put on hold and then the rep came back and informed me I was removed because I had a returned payment of $100. I had informed the rep that I resubmitted that payment and it was processed, then made another payment of $238. I was put on hold and hung up on. I had called the next day to speak with a manager and was informed again I had a returned payment that did not clear and a past due amount over 60 days that was the reason I was removed and I can no longer go back to the budget billing until my bill is current. I dispute this due to several payments were made before they cancelled my budget billing. My bill was not past due 60 days and I have my bank account information to prove the payments cleared. The customer service reps act as though they are reading from a script and will not answer direct questions. Please assist me with resolving this issue and have me resubmitted back to budget billing.Desired Settlement: My desired outcome is to be resubmitted back on budget billing.

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 customer’s account was enrolled to the Budget billing program along with a payment arrangement an unpaid bill. The account was removed from the Budget and the payment arrangement got cancelled when customers check payment got returned due to insufficient funds resulting for the account not getting paid on time. The account was billed with the debit balance from the budget plan and the remaining unbilled balance from the payment arrangement. The account was reenrolled to the Budget but the remaining balance on the account cannot be set for another payment arrangement. When the broken payment arrangement was set up, the customer was made aware that this would be the last payment arrangement that will be provided for the unpaid balance.

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

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

Sincerely,

[redacted]

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:

This is not true. I had spoken to the home office in United States, Virginia and I was removed for .77. I had remit the returned payment which was an isolated incident. I continued making budget billing payments after the returned payment because my account still shows me on budget billing. I have been a customer for several years. I was also informed by the home office and spoke with **. [redacted] which I had recorded the call explaining to me I was removed off due to .77 not a returned payment. I should not be penalized for .77 or removed from budget billing or payment arrangements. I had received a letter from Washington Gas reading that unforeseen events happen and it is understood that life happens so please remit payment. Washington Gas needs to come back to the United States and stop having their overseas employees reading from the computer and get the facts correct. Place me back on my original plan so I can move on with my life.

Review: I have been calling Washington Gas for the last 10 weeks to have the gas meter moved from the interior of the house to the outside. I have not received a response. I have spoken to people at a call center in the [redacted] two dozen times and unable to reach anybody in the US. My renovation is being held hostage to the monopoloy as it will be completed in the next 6 weeks. My contractor is able to move the gas meter but understand it is not allowed. I am at a total utter loss as what to do.Desired Settlement: AS SOON AS POSSIBLE.

Business

Response:

August 22, 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 sent an email to Revdex.com regarding the meter relocation request she made for her property.

The customer was upset since she called several times already to make a follow up on the meter relocation request she made. Per customer their renovation is being delayed since they have to wait for the relocation to be completed before they can push through with the renovation.

We have discussed this with the customer and were advised that she already received a call from the contractor to do the work on the meter relocation request. Per customer everything is set. We apologized for whatever inconvenience this may have caused her.

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: the company has a 25.00 other charge fee. when questioned I am told its for account set up and covers if someone has to come out for a leak. I rent , thats my land lords problem. They will not wave it. I dont need that service. I get hung up on.Desired Settlement: 25.00 fee waved.

or refunded

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151April 11, 2014

Revdex.com

1411 K Street NW, 10th Floor

Washington DC 20005-3404Attention: [redacted]

Re: [redacted]

ID#[redacted]

Dear **. [redacted]:

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

The account was charged $25.00 for the Service Initiation Fee. This charge has been instituted to recover some of the costs incurred by Washington Gas when establishing a new account. These include, but not limited to, the labor cost of customer support, service technicians and accounting personnel. The fee differs based on the account status.

Gas Flowing (Gas on) = $25.00

Gas Not Flowing (Gas off) = $68.00

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 called to get my gas turned on after payment was made re monies owed on my last account which had been canceled for non-payment. The woman's name was, ostensibly, Carol. She is, I believe, [redacted]. I could not understand her at all. She spoke to me far too rapidly and though I asked her a number of times to slow down, she did not seem able to do so. I called to get my gas turned on after payment was made re monies owed on my last account which had been canceled for non-payment. The woman's name was Carol. She is, I believe, [redacted]. I could not understand her at all. She spoke to me far too rapidly and though I asked her a number of times to slow down, she did not seem able to do so. Finally, after repeated requests, she did slow down a little bit. She insisted that I give her my SSN. I told her NOT over the phone. If I gave it to her, I would have had a service appointment for Wednesday, but since I wouldn't I have to go to Wash. Gas offices and give them the SSN before they will do anything.

I told her that they have had my SSN for over 12 years. It is listed on the old account. She implied that that didn't matter, I still had to give it to them. I then asked to speak to her supervisor; she told me that wouldn't mateer it would still be the same. (The requirement to deliver my SSN.) I insisted on her getting her supervisor. She siad okay and then disconnected me. The woman should be fired for such behavior. She had no excuse for that action. I did not even raise my voice until she tried to avoid getting her supervisor, and I felt the need to insist.

EVERY responsible consumer advocacy organization always cautions against giving your SSN over the phone. They advise against email too, but the gas company offered that option too.

The gas company has the statement of monies owed (now pad) on the old account. They have the old account number so, therefore, they already have my SSN.

This event took place at ca. 11:15AM on Oct 20 2014.Desired Settlement: A call to get my gas turned on with someone at Washington Gas figuring out that they have my SSN already. An apology, in writing, too.

Business

Response:

[redacted] was in the Springfield office Tuesday and an order was placed to restore service in his name today October 23rd.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This is now a new complaint against Washington Gas since they have not even acknowledged my last complaint (#[redacted]). I now have proof of my concern over, and objection to, Carol, (your employee), asking for my SSN. On Oct. 21st, 2014 I visited the Washington Gas offices in Springfield, Virginia to get my gas turned on. A very nice, and competent, receptionist, Lorette B[redacted] helped me by connecting me, by internal phone, to a B. F[redacted] who made an appointment for a gas man to come to my apartment and turn my gas on - WITHOUT my having to relay my SSN to her. Now, there should definitely be, and I am asking for, an investigation into this woman Carol and her practice of asking for an SSN when there is no need for that action. Ms. B[redacted] told me that there was NO reason for her to have asked me for my SSN. What is this about? Is she part of an identity theft cabal? So, in addition to wasting hours of my time, having to make a separate trip to Springfield, and Washington Gas ignoring my first complaint, I am forced to file this additional complaint. I will expect an apology, and also expect to be compensated monetarily for my trouble and aggravation, and told of the results of an investigation into "Carol's" behavior.

Regards,

Business

Response:

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

Review: Washington Gas has been sending blind mailings encouraging the addressee to switch to gas. To the best of my knowledge, my neighborhood does not have gas line infrastructure, and is exclusively electric. In the spring or summer of 2013 I had called Washington Gas to request that they cease sending me such mailings, as it's a waste of postage and paper on their part, and a waste of time on my part, as well as a waste of Postal Service resources.Today, 3/8/14 another such mailing was left in my mailbox. I called to request that they immediately cease such mailings, and the operator I spoke to was useless--asking repeatedly for an account number, after I had told them I was not a customer, and repeatedly being unable to locate my address after I repeatedly (and slowly) spelled it out for them number by number and word for word. I asked to speak to a supervisor and was told none were present due to it being a weekend and that I would have to call back on Monday to speak to a supervisor---at that point I informed the operator that I have better things to be doing with my time (I am engaged in trying to find a job after having spent 2.5 years flogging myself through graduate school, ruining my health in the process, and coming up on 5 years of unemployment following losing my job due to having to manage the medical care of a dying family member) than navigating phone menus to be dealing with an issue that should have been resolved last year.Frankly, I am pissed off.Desired Settlement: I want Washington Gas to immediately cease all blind mailings, and any other mailings to me. I will not accept the excuse that such materials are pre-printed, especially since they were made aware of the situation in early- to mid-2013.

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 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,

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: On 7/21/2014, an older man dressed in regular shorts and a t-shirt knocked on my door demanding payment on behalf of Washington Gas or he would shut my gas off. He said the only options I had were to give him cash on the spot or a check for the amount. He was driving an unmarked truck with a dog in the front seat with nothing showing Washington Gas. I advised him that my husband was not home and the checking account was in his name so I was not authorized to sign a check. He told me that I could sign one of his checks, which is not legal, or give him the cash. When I requested that he wait long enough for me to verify that he actually was working on behalf of Washington Gas, he told me that he had been there long enough and would not wait. He shut the gas off and left without another word.

I called Washington Gas anyway after he left the property and was informed that the field people were NOT allowed to accept cash so why he kept telling me I had to pay him this way is still beyond me. They also would not confirm who came to the property and would not give me his name when I asked. I am not being told that I have to pay extra since the man would not wait just for me to verify his validity. I have still not even confirmed that the man who came here is legit. We have not even received a bill from Washington Gas.Desired Settlement: I would like someone at Washington Gas to explain how this works and why they would send such a sketchy individual to my house demanding a cash payment they are not supposed to take in the first place. I am almost certain that he would have taken that money and never applied it anywhere.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

July 29, 2014

Revdex.com

1411 K Street NW, 10th Floor

Washington DC 20005-3404

Attention: [redacted]

Re: [redacted]

ID# [redacted]

Dear [redacted]:

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

We apologize for the inconvenience and poor customer relations experience that the incident has brought to the customer. The Field Collector’s Supervisor has been notified to validate the reported behavior and infraction on the work attire of the employee that went to the customer’s address on 7/21/14. Our field collectors accept cash, personal checks (as long as there are no returned checks on the account) and money orders from our customers to avoid disconnecting the service.

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

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:This response is just as automated as the response that I received each time I called the phone number listed in the email. The company has proven that their customer service number will not help with anything. I was looking for a real answer not a brush off.

Regards,

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

August 18, 2014

Revdex.com

1411 K Street NW, 10th Floor

Washington DC 20005-3404

Attention: [redacted]

Re: [redacted]

ID# [redacted]

Dear [redacted]:

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

We apologize to the customer for the information given to her by the customer representative regarding the mode of payments that the field technicians can accept to cancel the disconnection order made for the account on 7/21/14. Several voice messages were left to the customer’s listed contact number in an attempt to discuss the issue. The customer can call the customer service hotline at ###-###-#### and request to have the call escalated should the customer wish to discuss the matter.

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

Sincerely,

William S[redacted]

Specialist

Consumer Relations

Review: On 5/31/13, I received a bill from this company indicating a charge of $45 for service initiation. However, I dispute this charge on the basis of two merits. First, in attemtping to establisth Service, I simply sought to transfer the account at the property I am renting into my name from my landlord’s name, not establish new service. In attempting to accomplish this feat, it took three calls to the company’s customer service, and even that did not result in the establishment of an account. It was only after contacting the company’s “unresolved issues” department that the account was established.

Second, I remain doubtful that the company never read the meter, therefore eviscerating the need to charge me an unwarranted fee. This assertion is based on the fact that the bill states the starting meter reading as 0 with usage being 1. It is unlikely that the meter read zero at the time of the reading as this property was already being serviced.

Should the company wish to dispute my assertion, I ask for all doumentation showing that the meter was in fact read and a calculation of costs related thereto.Desired Settlement: Removal of $45 charge for service initiation

Business

Response:

The service initiation fee has been removed.

The gas service for this address is only for a gas stove. The account began with a meter reading beginning at 0000. The actual meter reading obtained 4/24/13 was 0000 as well as the three months prior. The meter reading obtained 5/23/13 was 0001. [redacted] has been charged $9.05 for actual gas usage. $7.88 of that amount is the system charge. There are no payments or charges to refund to the customer as requested.

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,

This service provider has no regard for customer service. Their website is consistently down. When it's not down, half the links don't work. The people who answer their phones are unprofessional. They have not mailed my bill for over a year and then disconnected my gas and asked me to pay a reconnection fee. They don't have someone available to reconnect my gas for over 3 days. They have a monopoly on gas services in Northern VA and that is unacceptable. If they were any other service provider, I would have left them. I have no choice. They have no incentive to improve their service because they have a monopoly. This is unacceptable in American in 2015.