Washington Gas

Review: On my June 2013 bill, I noticed that I am being charged $50.00 for deposit and $40.92 as a balance forward. I called their customer service department FOUR times as of July 23, 2013 regarding this matter because I refuse to pay the said charges as I have already made all the payments towards the deposit and of course, the gas usage.

As for the balance forward, when asked where the $40.92 came from, none of them are able to answer me or have a reasonable explanation.

On my most current bill for July, I have only made payments towards the gas usage of $25.08. This was all I was willing to pay because the questionable charges are unexplained to me. This current bill also states that it is also a “Discontinuance Notice”, that if I do not pay the full amount that includes the $50.00 and $40.92 by July 29, 2013, my service will be cut off. It is frustrating for me as I have called Washington Gas several times and no one seems to be able to help me out. Some of their customer service representatives understand why I refuse to pay such questionable amounts, but they cannot seem to do anything to change it.

I would really like these QUESTIONABLE CHARGES be resolved. I refuse to pay them as I have made proper payments towards my account already, and clearly, Washington Gas has no explanation as to why I am being charged such.

On July 23, 2013, I also sent them (by MAIL, EMAIL and FAX) a letter similar to the complain I just stated which included a spreadsheet showing the bills, charges and payments I made, and dates of every time I called their customer service. It is hard because I feel like their customer service is in another country and none of them seem to be able to remove these charges in my account.Desired Settlement: I would like for them to remove these unnecessary charges and straighten my account.

Business

Response:

See Attachment

Review: I received a letter sent by Washington Gas on 4/26/2013 stating that my outdoor gas light is an unmetered fixture and the gas used by my light is listed separately on my gas bill and is then added to my metered gas consumption to determine my total monthly gas bill. The problem is that I don't have an outdoor gas light.

I reached out to the Customers Service number. First, the lady who answered the phone asked me to read her the letter. She said that she didn't have a copy of the letter while she worked for the company that sent me the letter. Then she went on about how Washington Gas is going to build a gas fixture on my property. She couldn't understand at all as to what I was saying. I asked for the supervisor and the supervisor never called me back.

I reached out again the same afternoon. I finally got hold of the supervisor after 20 minutes. He also said that he was unaware of the letter and had no idea.

This is a major issue. Washington Gas sent me a letter and none of its customer service people could locate this letter.Desired Settlement: I would like to have someone from Washington Gas call me and explain to me what exactly is going on.

Business

Response:

Possible to get a copy of this letter our customer is describing here ?

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: How can Washington Gas not have a copy of the letter they sent to our household? They must have a copy.

Regards,

Review: When paying my bill on (3/15/13) an error message popped up saying that the payment processing had not gone through, so I did what anyone would do and I selected "ok", on the understanding that the payment would not be processed and I submitted my payment again. The second payment went through, within an hour, two payments of roughly $212 had posted on my bank account as pending transactions. I immediatly went onto the payment site and selected cancel on the second amount of $212. Roughly a week later both payments had gone through and pulled out $424 out of my account as a payment. When I called to inquire about this transaction I was met with uncertanty and more obstacles. My husbands name was the primary name on the account up until tonight, and he had to come home from work ([redacted]) to help me resolve this issue. They offered a, what I'm assuming is an "oops, we messed up" deduction of $212 to our next few payments, but then asked me to jump through hoops when I said I needed my money back that was wrongfully taken while trying to pay my bills. I explained the whole situation, what had happend and was clearly told that I'd have to wait up to two months in order to get my refund. It's not the money that upsets me at this point. As a young [redacted] family we find that money is a little tight around bill time, but we can always pinch pennies in order to get by. My issue with this is that when I finally was able to get a supervisor on the phone (1 hour 45 minutes into this process) I was met with what seemed like disconcern and slight hostility towards me. I refrained from the use of fowl language, and I did my best from getting upset, but when the Supervisor ([redacted]) had no more false or redundant answers to throw at me in order to sway me in his best interests, he simply said "forget this" and hung up on me. When my husband tried to call back under the assumption that we lost connection (knowing full well we didn't), nobody took our call. This kind of behavior simply cannot be tollorated within a proffessional company. My husband doesn't meet applicants for the [redacted] with this kind of rude behavior, I can't and won't believe that an American Company with this kind of reputation will allow this kind of behavior of a supervisor in which is supposed to set the example to his co-workers within the company. We have documents supporting all accusations and phone calls are recorded within the companyDesired Settlement: We simply would like the money that was taken from us, by their systems mistake, back. We are new customers and new to the area, we're not asking anything extreme, simply the $212 that should never have been taken from us back in a timely manner. Two months is not and never has been a timley manner, and represents a lack of urgency and the lack of a good working relationship.

Business

Response:

See Attachment

Review: I received a letter from Washington Gas indicating that I owe $1113.78 for the house across the street (Account #[redacted]). I called the number just to get someone that does not speak English, with a bad connection, to inform Washington Gas that I live at the house across the street from the address that I am being billed for, and that I have only one account number ([redacted]). After the CSR tried to convince me that I did opened an account for that address ([redacted]), I asked to speak to the supervisor. After speaking with the supervisor, I was informed that I needed to fax a copy of my lease, ID, and a police report# to correspondence at fax# ###-###-####, in order to not be charged for that bill. I filed the police report and faxed all of the information to Washington Gas that night. I spoke with someone (cannot remember her name), in the corporate office, and provided her with the police report number. The CSR informed me that the bill will be taken off of my account. I explained to her that the bill needed to be taken off immediately because I was in danger or disconnection, because of their billing error. She assured me that I would not be disconnected. I then informed her that I filed for energy assistance and should be hearing from them any day to help with my balance and that a 90 day holds should be place on my account to avoid disruption. She assured me that my services would not be interrupted because the additional bill will be taken off the account. On 10/30/2013 my services were disrupted. I was just getting back to work after being out for a disability for eight months and did not have any money to get the services back on. So my family and I (me and my two kids) had to be without services (stove and hot water) for almost a week and a half. After calling and pleading with Washington Gas to resume my services because it was discontinued in error, and that I also filed an energy assistance application, my services should have been put on hold until the payment was received. The CSR explained to me that the only thing that could be done was to pay $550.00 and pay the other $550.00 the next week or the services will be interrupted again if the promise to pay was not honored. My bill was only $550.00 at the time! Thus indicating that I would be responsible for the bill across the street!! After not being able to cook , not having hot water, and no heat for approximately a week in a half, I finally got the money to resume my services. I have included my most recent bill to show that my services are still running and the bill is $651.06, so my services couldn't have possibly interrupted for $550.00. Not to mention, since I've moved out of my previous address, I was told on 09/29/14 by CSR Mark (Not good English, a bad connection)that if I cannot give them access to the home, that they will not be able to disconnect the service, do to them getting another meter reading and to disconnect the service, but the service was disconnected 10/30/2013 without Washington Gas entering the residence. I was told that I needed to contact my landlord in order for her to give Washington Gas entry into the home and if I cannot contact her that I will be responsible for the bill until someone gives them access. We tried to do a conference call to my ex landlord’s last known telephone number but no one answered. I don't know what to do now!!Desired Settlement: I would like to be refunded $600.00, the $550.00 I had to pay to restore my services, and another $50.00 for the inconvenience.

Business

Response:

October 28, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.We apologize to the customer for the inconvenience when gas was disconnected. The payment received from Energy Assistance on 8/13/13 was not enough to hold the account from getting disconnected. On 10/16/13 the customer was advised to have the Energy Assistance (EA) call to make a pledge if the customer is waiting for another payment coming from EA. The customer also advised in an amount she can pay to set up payment arrangement to avoid the disconnection. When the service got disconnected on 10/30/14, the customer stated she will call EA as she claims she was approved but there was no pledge made to the account. The service was restored on 11/1/14 after the customer spoke with a supervisor and agreement was made that the service will be reconnected with the customer’s payment of $250.00.The balance of the account reflects the unpaid usage as the transferred balance of $1115.90 was already removed as reflected on the 2/11/14 invoice.The usage at the property will be billed to the account until the account is terminated by either access to the meter is provided stop service at the property, or by another customer would take over responsibility for usage. We regretfully inform the customer that the refund she request as desired settlement cannot be granted.For inquiries and follow-up, the customer can reach us thru our customer service hotline at ###-###-####.Thank you for the opportunity to review this matter for you.Sincerely,William SSpecialist Consumer Relations

Review: Gas has been shut off and the bill is currently still in the previous

deceased home owner name. I've shown Washington gas the death

certificate and new deed. Major health issues are involved 10 yr old

daughter is a type one Diabetic and my son is an asthmatic and relies

on steam shower to revile and mitigate his health issues. I have made contact with two supervisors which were very rude and cold no

compassion or empathy at all.Desired Settlement: Need Gas Service Restored Immediately with new account. Winter will be here soon and night temperatures are in the 30s

Business

Response:

October 28, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review.We apologize for the inconvenience of not having gas service at the property. The gas was disconnected due to the unpaid balance. We appreciate the effort in paying the gas bills however the payment were not enough to pay the usages. The customer was informed as early as December in 2012 of the account status and also how disconnection of service can be prevented. The customer needs to call Ms. D[redacted] at ###-###-#### if he wishes to discuss the account as no terms will be provided for the restoration of 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. Specialist Consumer Relations

Review: On Thursday, July 24th around 4pm, I called Washington Gas to start service at my new house. I was placed on hold by an auto-machine for approximately an hour and then it stated that the office closed at 5pm and hanged on me. No one picked up the phone or did not give me the opportunity to leave a message. I went online and placed an online request to have gas service to start on Monday, July 28th. I received a confirmation. On Monday, I noticed nothing gas-related were working. On Tuesday, July 29th, I called Washington Gas and a representative told me that a technician needs to come inside the home to turn it on, however, I needed to be present from 7am to 5pm, but no guarantee. I argued that 7am to 5pm is a large time frame and I would lose money by not working. So, they put a note that someone will come between 2pm to 5pm, but no guaranteed. I took time off from work to wait at the house on Wednesday, July 30th and I had to call to make sure. I called Washington Gas around 2:15pm on Wednesday, July 30th and was told that no one will come today and to try again tomorrow between 7am to 5pm. I asked to speak with the manager and they said that the manager is not available, then the representative hanged up on me. I called Washington Gas again to get clarification. I explained my story to a different representative and was told that someone will come between 7am to 9am on Thursday, July 31st, the supervisor promised. That means 4 days without gas (no hot water from gas-water tank), which I need for shower. Also, they said that things messed up because of the miscommunication in the system between website and phone request. The website would say to the representative that the service is on, but it is not. It has been a frustrating experience for me.Desired Settlement: Washington Gas needs to improve customer service and provide gas service quickly. They also need to keep answering callers who were on hold over the phone before 5pm (closing time). They also need to schedule specific time frame in consideration of people's time off from work. Don't tell me to wait between 7am to 5pm and no one shows up; that is extremely inconsiderate use of my time. We pay them to provide good services and they need to meet our expectation. They did not offer an apology for their mistakes or for missed appointments. I had no other companies to choose from; only Washington Gas. Also, they need to improve access for people with disabilities (e.g., what to do if a hearing impaired customer is unable to hear the doorbell).

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

August 13, 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 that the customer has gone through in having the service established under his name.

Washington Gas strives to meet the customer’s needs when scheduling service appointments, but appointment window options offered are based on available field service resources and appointments already scheduled with other customers. Depending on the service required and the customer’s flexibility with when the service is to occur, we can offer a morning, afternoon, and all-day appointments, with limited 3-hour window.

Improvements to Washington Gas website is now underway to give better customer experience by providing accurate status of the gas service in an address so that an appropriate service request will be issued should a customer choose to establish service or account under their name using the website.

The Customer Service Hotline is available from Monday to Friday, 8:00 am to 9:00 pm and on Saturday, 8:00 am to 4:30 pm. All calls that are already in the automated service by the closing time will still be responded by a representative. On 7/24/14, Customer Service Hotline encountered some technical issues with the telephone system. This unfortunately resulted to the customer receiving an error message that the Contact Center is already closed.

Coaching has been provided to the representative that processed the service request that caused the delay in turning the gas on so that same issue will not happen to other customers.

Review: I have owend this property for over twenty years now, I rented it to a tenant for about five years, My tenant passed away in March of 2013. I went to all of the utlities company and put them all in my name. The bill were coming in hire then normal so I called the gas company and asked them to send someone out to check the meter. They sent my my bill to address in SE, washington Dc to address I did not live at nor did I ever live their. Took me five months to get that corrected. In February of 2014, I went to thier Office at 101 Constitution Ave, NW , to learn they did have a office at this location.I explain to the clerk that my Bill should not be over a 150.00 a month and that the house was vacant and keep the heat a 62 degrees to keep the pips from freezing. she stated since I dont have furnture in the hosue its using more gas. I smelled gas in the the front yard so I called the company and they sent a technician out to check it out. They said the meter was leaking Gas and they replaced the seals in the meter, however the next month I got a higher bill them previous month. Im just gald my house didt blow up. They refused to adjust the bill and sent me a bill higher.Desired Settlement: I want them to accept some responsiblity and reduce the BIll to a more fair rate.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

July 8, 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.

Upon careful review/investigation on the complaint regarding the High Bill due to a gas leak. Washington Gas was able to verify that based on technicians finding dated 04/28/2014. The leak described in the technicians note was from a washer missing on the outlet swivel. Gas amounts possibly lost here were too insignificant to be measured. The burner on the hot water heater was found to have issues resulting in the appliance being tagged and left off. This inefficiency could have contributed to more gas being used than actually required when the burner was working effectively.Other Reasons behind the High Bill that exceeded the $150.00 customer mentioned on his statement can be explained on the dates / period where the usage has gone up. This is the winter season months and besides that DC has encountered some series of snow storm that can also contribute high gas usage of the appliance/s due to weather conditions.

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

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

Sincerely, [redacted]

Specialist

Consumer Relations

Review: On January 3, 2014, I discovered a delinquent account from another account holder was placed in my name without my knowledge or consent in the amount of $4275.00. At that time, I noted a $900 deposit was required for the applicant which I have never been required to pay given my outstanding credit history and current account status. I immediately disputed the charge, filed a police report and complaint with the FTC and put a fraud alert on my credit file. Given the charges were assessed on an apartment that is currently and previously vacant for 11 months inside a building that was converted from Gas to electric; it was highly unlikely and nearly impossible for that much consumption to occur. I informed the account supervisor that upon purchasing the building in September 2012, I opened two accounts with Washington Gas, unit 1 (account #[redacted]) which was vacant upon its purchase and the “common areas” or hallway account. Both accounts have a record of good standing and at no time was I ever notified of, nor did I ever open, any other accounts at the building. The account for unit 1 had an average of $5.30 total usage charges, due to its vacancy and lack of gas usage, and was closed in good standing on November 15, 2013. Upon closing the account a letter was sent to the current occupant to open utilities in his name.

After contacting Washington Gas on at least 14 different occasions and speaking to over 10 account reps and 4 supervisors, I was challenged repeatedly and received very little support or assistance with my dispute and allegations of fraud. Company representatives insisted that gas usage was being detected from unit #3, and that my name was on the account, and therefore I was responsible. Despite my protestations to the contrary and insistence that unit 3 has remained vacant, and converted to electric, they continued to relay to me my responsibility for the bill. I alerted Washington Gas that the only inhabitant of the building resided in unit 2 until May of 2013 and then moved to unit 1. In mid January, a technician conducted a visual inspection of the meter and confirmed there was no gas usage coming from # 3. He also noted that during his visit there was no other meter hooked up to any of the other units and confirmed the building was powered by electric not gas. The exception was a gas stove currently being used by the inhabitant of unit 1, **. [redacted] beginning in May 2013. Following the inspection, I contacted Washington Gas to again dispute the charges for unit #3 and to remove my name from the account, and was told I needed to fax my police report and FTC complaint for their review which I did on January 14, 2014. After several follow up calls and unreturned phone messages, I was told on February 4 by [redacted] (ID #[redacted]) that Billing received my documentation on January 22, 2014, but had not responded. I followed up on February 10 and spoke to [redacted] again. He indicated it was “odd” that Billing still had not responded to the inquiry and mentioned he would escalate it again. He noted the technician confirmed the usage was coming from the resident in Unit #1, not Unit #3 as Washington Gas originally thought and indicated they would be correcting the bill and transferring the outstanding balance out of my name and to the correct individual currently using the Gas in Unit #1. I was told I should receive the resolution within the next few business days. Six weeks later, after hearing nothing from Washington Gas, I followed up on March 7 and was horrified to learn from [redacted] (ID# [redacted]) that the fraudulent balance from unit #3 was transferred to my name for unit #1. The account I opened for unit #1 was closed on November 15, 2013, paid in full with a zero balance. To my surprise, I learned the account for unit #1 (account #[redacted]) which was closed on November 15 with a zero balance was re-opened and the $4,275.00 transferred from the previous account for unit #3. [redacted] indicated that my name was taken off of unit #3 by Washington Gas and put on unit #1. Given unit 1 was vacant from August 2012 to May 2013 and the entire building converted to electric during that time, with the exception of the gas stove usage which began in May 2013, it is virtually impossible and highly unlikely that charges of $4275.00 were incurred from that apartment. To my utter disappointment, instead of addressing the original source of the fraudulent charges for unit #3, Washington Gas instead transferred this balance to my name in early March.

I asked [redacted] (ID [redacted])to send me an itemized breakdown of charges for the past year reflecting the gas usage for unit #1. Upon reviewing the gas usage history, I immediately noticed the account number differed from the original account I opened and had been paying for since August 2012 for unit #1. The account number reflected was originally opened for unit #3, by someone else, and the names were simply changed. Clearly, someone within Washington Gas switched the apartment numbers but the original account numbers remained the same - [redacted] – was the account opened by someone else for unit 3 with the unknown balance of $4275.00 and [redacted] was the original account I opened for unit 1 paid in full and closed with a zero balance on November 15. Even more disturbing, [redacted] (ID #[redacted]) revealed that a “**. [redacted]” called to open account # [redacted] in my name on January 31, 2013. I informed her this was done without my knowledge or consent. Later, [redacted] (ID#[redacted]) informed me that the day the account was opened, January, 31, 2013; there was a balance for that month in the amount of $1805.70, of which $287.95 was attributed to late fees. I inquired further as to how a new account opened January 31 could possibly have late charges assessed in the same month, and she revealed that there was a $1517.75 “carry over balance” from the previous account holder, **. [redacted]. It is now clear that this is an attempt to transfer a delinquent balance from the previous account holder, **. [redacted], to me. The outstanding balance was confirmed to be incurred by someone else, and then put in my name without my knowledge or consent. After speaking to [redacted] (ID[redacted]), I immediately contacted the police to update my original police report with the latest details. I also filed a report with the Maryland Public Service Commission, the Public Services Commission of the District of Columbia, updated my complaint with the FTC and renewed the fraud alert previously placed on my credit file. Please help.Desired Settlement: I need help getting Washington Gas to remove the fraudulent account balance of $4275.00, incurred by the previous account holder, **. [redacted]. I want my name removed from Account # [redacted] ASAP and I do not want these fraudulent charges to impact my outstanding credit. I have disputed these charges repeatedly and provided the supporting documentation they requested (Police report, FTC sworn affidavit, etc.) yet they refuse to accept it.

Business

Response:

Hi [redacted] -

Case closed and completed as customer escalated the issue to Superior Court of the District of Columbia, Civil Division.

Sincerely,

Specialist

Consumer Relations

Review: I have been a customer of Washington Gas for over a year and a half, I moved in March and had my service transferred to my new house. A check was issued from Washington Gas for my deposit in the amount of $124.80. I received the check on March 18th, 2013 and deposited the check on March 19, 2013. On March 22, 2013 I received a returned check notice from my bank [redacted] stating that the check had been returned and I was being charged a $5 returned check fee. I called Washington Gas a couple of weeks later to inquire about it and ask for a new check be sent out, they said that they would do so but they would need proof of the returned check and requested that I fax them a copy of the returned check notice. I faxed the copy of the check on April 12, 2013 and called back several days later to confirm receipt. I was told they did not receive it and I was told to re-fax it to them, so I faxed it to them again. I called again to confirm receipt and they said they still have not received it and requested I send it a third time, I refused to send it a third time because it was costing me $4 each time I had to fax it to them. I offered to send an e-mail to them which they declined. I was told they would reissue the check again by a supervisor and to call back in 4 weeks if I had not received it. A month later I called and was told the same thing, and a month later I called again and I was told that they would credit my account the outstanding amount. I asked if I should pay that month's bill and I was told that I did not have to pay it as the credit would cover it. A month later I received my bill and It still did not reflect the credit so I called again. This time I was told that the supervisor I spoke with had told me that the check had in fact been cashed and they would not be issuing me any type of credit. This is a poorly thought out lie and simply isn't so.Desired Settlement: I want a refund for the initial amount of the deposit of $124.80, the $5 returned check fee, and $8 for the two faxes I had to send to Washington Gas.

Business

Response:

See Attachment

Review: Services was disconnected because of a past due balance. The past due balance was pad the same day. It is now 5 days later and we still do not have gas. I have two children and a third on the way. We can't cook dinner for them or bath them.Desired Settlement: I would like my gas turned on. And in the future courtesy call before disconnecting service so that it may be resolved before we can't cook or take hot showers for 2 weeks.

Business

Response:

See Attachment

Review: We had made payment arrangements to avoid interruption in our services. The Washington gas company cut off our service, then said they would return to our property to restore services. To date, Washington Gas has left us strapped. For the past week we have no gas in our home. each time we call, they say they are coming and we are now strapped. We have no hot water nor a stove to prepare foods. We do not know what to do.Desired Settlement: We need gas back in our home. We are also being charged 600 dollars and not sure where this is coming from. We are strapped, with no help from anyone.

Business

Response:

Gas service was restored 6/27/13.

Review: The service was disconnected at our home in July for about two days. Once the issue of payment was solved, a technician was sent out to turn the natural gas back on. He did not at that time light the pilot light for our heating system. When I asked him if it was necessary to do so at the time, he stated that I could "have an uncle or a boyfriend do it", or that I could call Washington Gas, and they would "send somebody out". This week is the beginning of truly cold temperatures both during the day and night. This morning (10/20/14), we called to request that a technician comes out to relight the pilot. We have tried, and have asked several other people to try to light it, with no success. I spoke first with Alwin, who continually repeated that the technician said that he lit the pilot, even after I disputed that. I then spoke with his supervisor, Jake, who told me that Washington Gas only lights a customer's pilot light as a "courtesy". Even after I explained that I have two small children, one of which is asthmatic, they only suggested that we hire a contractor. I don't believe that should be necessary, and I am certain that I am not the only customer with this complaint. I simply want them to think about how they can better their customer service.Desired Settlement: Washington Gas should rethink or revisit their customer service policies. I am now looking for other ways to get my energy needs met.

Business

Response:

Review: Our gas service was disconnected without warning on a freezing cold night. After 5 calls lasting over thirty minutes each we have yet to hear when our service will be restored. A payment (for a bill we have never seen) was made via the automated service at the 3rd representative's request. The amount due was apparently a final bill from our previous home that was six months old but just added to our bill in September which we have not yet received. After calling AGAIN to find out whether we would have heat tonight I was told there were additional fees to be paid that we had not been informed of..... after an additional 30 minutes on hold waiting for a manger I was disconnected. When I called again I spent another 40 minutes waiting for a supervisor who never came. I was then offered to have the fees added to my next bill but my service would not be turned on until the following business day. I have spent hours trying to resolve an issue that truly was not our fault in the first place. Had we received a bill for the old house we would have paid it. Had we received ANY notification that our service was in jeopardy we would have intervened immediately. Instead this company left our family in a 50 degree house with no hot water for 2 days and counting!Desired Settlement: I need my gas service restored and for this company to do something about their horrific customer service!

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

The unpaid balance of the account from an old address by the customer was transferred to the current account The bill prior to the gas being disconnected has the due date and intent to disconnect written. The customer made a payment the following day for the gas balance, the deposit and the reconnect charge was agreed to be forwarded to the next bill and requested to have the service restored the same day. The soonest available appointment for the restoration of service was issued, and this was the next day appointment.

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: We have been customers of Washington Gas for years. We recently bought a new home and have been trying to establish service at our new home for the past week. Our first appointment was scheduled for June 18, 2013 in the morning. We requested a phone call as a "heads up" because we do not live in the property yet and would have to meet the technician at the house. I received a phone call at 6:45 am from a restricted number on June 18th. When I answered the phone, no one was on the line. There was no voicemail. I was unable to call the number back because it was restricted. When I called Washington Gas to inquire about the service call, they told me the technician had already been to our new house and left without connecting the service because no one was home. Frustrated, I scheduled another appointment for service on Thursday, June 20, 2013. This time the window was from 7am to 5pm. Both my husband and I work, so we requested another phone call as a heads up...the consultant said that it wouldn't be a problem and that they would certainly call an hour before to give us time to meet the technician at the house. I received a phone call at 9:00 am. Once again, the number was restricted and no one was on the line...I was unable to call back. However, I knew that it was Washington Gas, so I hopped in my car and got to my house as soon as possible. We even called Washington Gas to let them know I was on my way and were told that the customer service consultant was not able to talk directly with the technician. Apparently, the technician was at my house when he called. By the time I got there, he was gone.

As much we hate to take off from work with the furlough looming and a baby on the way, we would have planned on taking a day to make sure someone was there if we had known the phone calls and meeting the technician was not going to work. Now we have wasted a week...and still have no gas in our home. I talked to three supervisors, and there seemed to be no desire to help us establish service on the day we requested to establish service. We were simply offered another appointment on another day....just as before. But now, my husband is going to have to sit in our vacant house all day waiting for the technician to arrive for the next appointment - a day when he could be at work.

Washington Gas owns the pipes to our house. We have no other options for gas in our area. We feel very powerless in this situation.Desired Settlement: 1. Consultants should not given customers the expectation that the customer will be able to meet the gas technician at the property after a phone call from the technician. This is obviously not an option.

2. If Washington Gas technicians are going to carry phones with restricted numbers and are not going to respond to the call when the customer answers (note...I answered the phone...there was no one on the other end), having the "heads up; we're on our way" option should be discontinued.

3. Washington Gas customer service should be able to speak with technicians in the field. I feel like this is a safety issue for the technician! What if we needed to warn the technician that something was happening at our house...a fire? Police activity? The technician would have NO way of knowing.

4. Procedures for establishing service should be clearly communicated to the customer. If I have to take a day off to be there at the house....TELL ME THAT. I will not be happy. But I would certainly be happier than I am right now.

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 it does not address my concerns about Washington Gas customer service policies and procedures.

Review: I moved out of my apartment in the [redacted] development of [redacted] September 28th, 2012. My lease was officially up as of October 10th. The address is [redacted]. I have called Washington Gas well before my vacancy to stop my service and was told the gas would be cut off October 10th...just to be sure since I technically still had the apartment. I have not stepped foot inside that apartment and have not used any of Washington Gas' service. They just called me and told me I owe $412.01 and that the account is still being billed. This is now my third time calling and I cannot get through to them that I have not lived at the address being billed since October 10th of 2012. I don't even live in [redacted] anymore! A) Stop billing me B) stop calling me and C) take those charges off! You can see by my payment record that I always paid on time, never called for any service and was a perfect customer.Desired Settlement: I'm not looking for anything other than any gas charges after October 10th to be taken off of my bill. Again, you can see that I always paid every bill on time and I expect to be contacted and told that this $412.01 charge has been taken off of my account. Thank you.

Business

Response:

See Attachment

Review: Billing Issues, charged way more this month with fewer days than same period last year. Was told by [redacted] during our phone call that his manager would call me on March 1st. That did not happen.Desired Settlement: Would like a credit on this bill that seems way out of ordinary from prior payments. Also, would like a response as to why I was not given a call from management of Washington Gas.

Business

Response:

See Attachment

Review: This letter is in reference to the gas line replacement that is occurring in our neighborhood and specifically to our home. To date, we have made several attempts to contact Washington Gas and [redacted] and have not received any information regarding the gas line that was left open at our home, putting my family and my neighbors in tremendous harm. Below is a synopsis of the events that occurred:

Thursday, June 19th – After several rescheduled dates (on [redacted]’s part) [redacted] came to our residence to replace our gas line. The work lasted all day and consisted of them breaking a bottle of wine and destroying a bookshelf, but in the grand scheme of things, this is minor.

Sunday, June 22nd – We returned home late Sunday evening after spending a long weekend at the beach. A neighbor walking by indicated that he smelled gas. We promptly called the gas company at 10:30PM and a Washington Gas worker came to inspect. He stated that there was an issue and that a crew was in route to come correct the problem. All night (11:30PM – 10AM the next day) they worked to fix the gas line and leak (jackhammer and all). When I asked the Washington Gas workers what happened, they stated that the old gas line had been left open and that there was a significant pool of gas that had formed. They continued to share that by the nature of gas, it would find its way to the nearest lead, which happened to be our house. How could an old gas line be negligently left open exposing our home and neighbors to such tremendous danger?

Monday, June 23rd – As soon as Washington Gas opened at 8:00, I phoned to try to get some clarification as to how this could happen. The customer service line directed me to a manager. I spoke with [redacted], one of the supervisors, who indicated that he would forward my taped concern to the dispatch manager and to call back if I don't hear from him by noon. I called at 11:00 and did not get transferred back to [redacted]. I received a return call from the escalation department at 6PM and was unable to call them back until the next day.

Monday, June 23rd – I called the project manager on our hang tag from [redacted]). I explained my tremendous concern regarding his crew leaving the old gas line open to my house and demanded to know how that could happen. He asked me, “is that all?” and then promptly hung up the phone on me. Later that day, a supervisor from [redacted] called to apologize for [redacted]’s behavior, but not to explain the open gas line or address any of our concerns.

Tuesday, June 24th – I returned Washington Gas’ call and left a message with the escalation department. [redacted] Johnson returned my call at 5:45PM. He confirmed that he saw the notes from [redacted] regarding the request to speak with the dispatch manager. I shared that I still had not received a return call and that given the severity of this negligence, I could not understand why. I asked for his manager, [redacted], however, [redacted] indicated that he was unable to speak with me. I asked [redacted] for the direct number to speak with the dispatch manager and was told that there was no way to do this.

June 25th - Contacted Washington Gas at 1:00PM and have still not received a return call from [redacted], or the dispatch manager.

Aside from this very poor level of communication, I am completely horrified by the events that occurred and baffled as to why no one from Washington Gas or [redacted] feel it necessary to provide me, the homeowner, with an explanation as to how this happened. Furthermore, [redacted] continues to work in our neighborhood replacing gas lines. Given their gross negligence at our home, we don’t have any faith in their ability to do this work safely. Due to the lack of communication, or care from Washington Gas and [redacted], we and our neighbors are reaching out to our local and state elected officials as well as to the Virginia State Corporation Commission, The Revdex.com, and the local media. We are doing this out of our overwhelming concern for our own safety, and the safety of our neighbors.Desired Settlement: Our intended outcome moving forward is still to gain an understanding as to how this happened, who is at fault, and to provide a cease and assist to [redacted]’s work in the neighborhood until further safety audits are conducted.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

July 3, 2014

Revdex.com

1411 K Street NW, 10th Floor

Washington DC 20005-3404

Attention: [redacted]

Re: [redacted]

ID#[redacted]

Dear **. [redacted]:

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

In behalf of Washington Gas, I would first like to apologize for the inconvenience, rest assured that this will be prioritized and actions will be provided based on the desired outcome / resolution customer requesting.

The concern raised has been forwarded to the Washington Gas Supervisor for the [redacted] work project.

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

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

Sincerely,

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 next step is satisfactory to me. The goal is to get an understanding of the break down in communication regarding my complaint and to know how this will be corrected in the future.

Regards,

Review: On May 19, 2014 our gas was turned off without following any of their Standard Operating Procedures for overdue billing. We never received any past due billing statement, any shut-off notices, and notification that the gas had been turned off (nothing to indicate Washington Gas was on our private property).

It wasn't until May 27th that I was able to determine that the gas was turned off. I though something was wrong with my oven when the repair man came onsite, he informed me that the gas was off. I started researching our file and found out that we very seldom receive a bill, that last one was November 2013, no other correspondent from Washington Gas even as of today.

I find Washington Gas practice totally unacceptable from customer service all the way to service technician. Somebody in upper management should assess all staff and contractors working on their behalf.

Stephanie [redacted]

Account Number [redacted]Desired Settlement: 1. Refund of the cost incurred to turn service back on

2. Monthly statement like we receive with other utility services

3. An investigation of Washington Gas Practice for billing, I truly believe they are using this illegal practice as a way of generating more revenue at the cost of the consumer.

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 is enrolled to Electronic Billing where in the customer receives a notification that the bill is available for viewing in the Washington Gas Website. The customer has been advised on how the account can be reverted back to paper billing should.

We apologize to the inconvenience that the disconnection of service has brought to the customer. The reconnection fee associated in turning the gas back on has been reversed and the customer’s complaint that there was no notification left that the gas has been disconnected by the technician was reported to the field supervisor.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,

Specialist

Consumer Relations

Review: I updated my Ebill account on Washington Gas' website on November 2013 with a new bank account which I used to the bank's bill pay feature to pay the first bill using the new bank account for the amount of $43.17, but my old bank account was withdrawn on the 25th of March right before my new bank account had the chance to clear the payment of the 26th of March. This bill by the way was due on the December 02, 2013. I have called customer support since December 2013 on and off through February 2014 to fix this issue, but I was never credited for the over payment of $43.17.

Now, on March 2014 after calling them for the nth time to fix the update of my new bank account information which they told me for the nth time that I had to use my new bank's bill pay feature to make my new bank information on Washington Gas' website to be effective. So, I paid the $130.82 using my new bank's bill pay feature, but some how my bank automatically paid it again three days after I manually the bill. Then on March 28, 2014 Washington Gas withdrew $130.82 from my old bank again which is due on April 7, 2014. It's disturbing how this company does not credit your account if you have over paid your bill or send a refund check for the over payment. I have never missed or have been late on my bill with Washington Gas since December 2009 when I bought my townhouse, but their customer service is nonexistent if you happened to have overpaid, but I guess if I was late on my bill they would be more attentive. Washington Gas owes me a sum of $304.81 for the over payment and I am asking for a refund as soon as possible. Thank you for your time and understanding.Desired Settlement: I would like a refund check for the over payment amount of $304.81 that has been made to Washington Gas promptly.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

May 20, 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.

Three payments dated 3/21/14, 3/24/14, and 3/28/14 for $130.82 each was credited to the account. The payments paid the outstanding balance of the account and created a credit of $261.64. Contact with the customer was made; refund for the credit was processed to be mailed to the customer’s address. The customer has decided that future payments will be made thru the customer website.

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 husband and I own a rental house. Our tenant moved out on January 31 and we transferred the gas service into my name while the house was vacant. Our new tenant moved in March 1. We received a final bill for service ending February 28 with an actual meter reading of 5628 on February 5 and an estimated meter reading of 5808 on February 28. This seemed very high since we had turned the furnace down very low and the house was vacant. I contacted Washington Gas on March 7 to ask why they took an estimated reading and requested they take an actual reading. The declined to take an actual reading and stated that the estimated reading was really an actual reading but they only called it an estimated reading because I had failed to call and transfer service into my name prior to February 28. This was not true and this doesn't make any sense. My husband went to the rental property and took a photo of the gas meter on March 8 which showed a reading of 5813. If an actual reading was taken on February 28 this would mean that only 5 Therms were used over a period of 8 days from February 28 to March 8. I sent a complaint to Washington Gas via their website on March 8 along with the photo. I followed up with a call on March 10 since their offices were closed over the weekend. I was told that they would accept the meter reading of 5813 on March 8 and reassess the bill distributing the usage over the period from February 5 to March 8. I stated this was unfair since the house was vacant that they should reduce even more of the charges to my account since they had lied about taking an actual reading. They refused to respond to this. I received a voice mail in response to my online complaint one minute before their offices closed on March 11. I returned that call and left a message but have not received any other follow up other than a bill with another estimated reading of 5765, which is lower, but probably still not accurate.Desired Settlement: I would like to see an letter of apology and a bill which has been adjusted even further or damages paid to us for the time and aggravation we had to spend dealing with this. Their customer service and billing practices should be investigated since they falsified information to me in stating that they had taken an actual reading on February 28.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151April 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.

On March 10, 2014 one of the Supervisors from Customer Service reached out to the customer and made adjustment on the final bill. Computation of the index for the usage was made by means of proration based on the last actual reading taken on 2/5/14 and the reading taken by the customer on 3/8/14. Customer agreed when advised that a corrected final bill will be made for the adjusted usage from 180 cubic feet to 137 cubic feet using the index 5765.

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