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Washington Gas Reviews (563)

Review: I have been trying for six months to transfer the Washington gas accounts for a six-unit apartment building (now vacant) that we bought. First they told me to fax a letter, but gave me the wrong fax number. Then they gave me the right number, but when I called to verify someone else said I had to apply to the Automatic Name Change Program (ANCP) office. It has its own phone line which no one ever answers or returns messages from (I have left at least 15 on separate days) Even employees -- and managers! -- from the main help line have told me they have no way to contact this office. One manager told me that I should email in my ANCP form and wait for three weeks BEFORE ANYONE WOULD EVEN CONFIRM FOR ME THAT THEY HAD RECEIVED IT (this was a month ago). When I expressed outrage at this, she agreed to personally confirm for me that it had been received, which she did -- this was my one instance of competence. Other various help line personnel told me no end of conflicting things. Now several weeks have gone by and I have heard nothing and am still waiting to settle the outstanding balance on the building's gas bill, which I can't do until I get the information from the ANCP and we find out how much the previous owner still owes us. Even by the standards of public utility customer service this has been an absolute nightmare.Desired Settlement: I WANT SOMEONE THERE TO DO THEIR JOB, TRANSFER OUR ACCOUNTS, AND CONTACT ME TO CONFIRM THAT IT HAS BEEN DONE.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

July 23, 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.

We apologize to the customer for the inconvenience of having to make multiple calls to have the addresses that his company manages be enrolled to the Automatic Name Change Program (ANCP). Cause of the delay was traced to inability to identify which unit/s from the six possible addresses needs to be included on the enrollment to the program. ANCP enrollment is now completed as communication with the customer confirmed that all the unit’s needs to be included to the program.

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: While in the process of purchasing a home, it was disclosed that I had a debit collection with Washington Gas. This debit was paid in full electronically through my bank on January 10, 2014 to my inactive account number ending in [redacted] associated with the address [redacted], Md. [redacted]. I also received a confirmation number [redacted] verifying that payment was received.

When I discovered, through my lender, that the debit was still outstanding on Tuesday, May 13, 2014 I contacted Washington Gas twice in an attempt to confirm payment was received and resolve this issue. After explaining my issue on the first call, I kept having to explain my circumtances and kept getting cut off by the Service Representative who informed me that it would take 5 - 7 businness days to complete their investigation, when the call was disconnnected. The second call was placed right after the first. Again, I explained my circumtances but kept being asked the same questions over and over again. I was eventually given a fax number to Cash Receipts to forward my information on the payment and again advised that it would take 5 - 7 day for a response. So, again no one can tell me when the funds eventually ended up. This representative then switched me a Hispanic recording line and the call was disconnected. My payment information was faxed on Wednesday, May 14, 2014.

I called Washington Gas again on Thursday, May 15, 2014 and was again switched to a Hispanic recorded line and disconnected. I placed another call and immediately asked to speak to a superviser, when the Service Representative just kept repeating himself aking for my name. This call was also disconnected.

Just to let you know each respentative had heavy Spanish accents and I was never connected to a supervisor or asked for any contact information. Each call that was made I could have stayed on the line to complete a survey and was intentionally prevented from doing so.Desired Settlement: I would like a written explanation of where the funds were credited and the debit removed from my credit indicating paid in full

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

June 2, 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 from the old address in [redacted] that closed back in 2011 has no unpaid outstanding balance and was not referred to a collection agency. A report using the customer’s name showed no unpaid previous account. The payment made for $643.00 was applied the customer’s current account on 01-14-14. Washington Gas apologize for whatever inconvenience the customer has gone through as the turnaround time of the process for locating a missing payment takes 5 business days from the time the proof of payment is received.

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 cancelled my Washington Gas account on November 18th 2013. I requested my deposit refund and my final bill to be sent to my current address. I never received either of these items. I called Washington Gas on January 9th 2014 and requested a duplicate bill and my deposit to be refunded and sent to my current address again. Again, I never received anything. So I called Washington Gas again on January 30th to figure out what was going on. In the meantime I had also sent 3 emails requesting the same information. I have yet to receive anything from this company. I just called today February 13th 2014 and the supervisor I spoke with said she didn't seen any information in her system that I have requested this information. I am still waiting on a final bill and my deposit refunded to me. I am also requesting monetary compensation for the time and minutes used on my cell phone trying to figure out where my refund is and who isn't doing their job correctly.Desired Settlement: I am requesting my deposit to be refunded to me, I am requesting any and all correspondence I have made with Washington Gas and anything that has my name or my account number on it mailed to me, and I am requesting reimbursement for my cell phone bill.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

March 14, 2014

Revdex.com

1411 K Street NW, 10th Floor

Washington DC 20005-3404

Attention: [redacted]

Re: [redacted]

ID# [redacted]

Dear **. [redacted]:

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

The request to cancel account was processed in the Washington Gas website. The forwarding address for the final bill and refund was not supplied when the request was submitted reason the final bill and the credit refund was sent out to the service address of the account. Original refund check was made on 11/21/13 and for 90 days remained outstanding. Another check was made for the refund on 02/21/14 and processed to be sent to the customers new address.

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 am very discussed with the level of service I have received from from Washington Gas , I called you company on Thursday to talk to someone about making payment arrangement to have my service restored The representative explained that I would make need to make the payment in full to have that happened . I made the payment and asked her if someone could come out right away ,she said NO we will set you up for a all day appointment on Friday , I told her the earlier the better , she said no problem but it will still be a all day appointment, I said ok. Of Friday I had my someone at my house all day so I would not miss this appointment . I get home from work to find out that no one has been here all day and when I call to find out why , they The rep tells me that the technician has some out at 9:38 am , I explain to the rep that I was home at that time and I had someone here waiting , They ( rep) tells me the tech tagged the door , So I said "no, no one tagged my door and I need my services turned back on I have small kids. I did my part by making the payment in full and all you could tell me is that the tech will be out on Monday .I"m sorry but that's not good enough . Washington Gas got their money SO I want my service, I asked for a supervisor and they tell me their are gone for the day, Am I to believe that this is the type of services I am paying for. to basically be called a liar and told No you will not have service when you requested ,no we can not have someone come out today , I find the actions of your employees and the companies willingness to stand by this totally discussing . I will make sure I let others know how your company does business. I would like to hear from someone on this matterDesired Settlement: but if I to say have my services turned back on in the time that was set up, waive the reconnect fee and credit my account the 8hours of wages I had to pay someone to stay at my home

Business

Response:

This complaint has been forwarded to the service department that handles these orders.

The customer was not charged a reconnect fee.

Per customer:

No settlement requested - for Revdex.com information only

Review: I have lived at my current residence since December. I recieved my 1st bill and paid $130. Between December and February, I received a total of 5 seperate bills for usage. Each bill had a different amount owed. When I called into inquire why my bill was so high, I noticed that it stated that I received a meter reading on one of the bills. This is inaccurate. I have not recieved a meter reading since moving in. I requested for a technician to come to my home to do a meter reading in an effort to resolve the discrepancies. In February, a technician came to my home and identified that the meter #, for which I'm being billed, is different than the meter physically located within my home. He assured me the he will update the records. I followed up a week or two later when I didn't recieved an updated bill. I recieved the run around. I was told the technician didn't report any such information, and they need to get the information from the technician who was dispatched. The advised I needed to set ip another dispatch to get this resolved. Between March and May, I recieved the run around. On multiple occasions, I was told I needed to call back because they were at the end of their scheduling timeframe. I needed to catch the next scheduling for the next week. In April, I finally was able to schedule another visit for May 3, 2013. I was contacted by [redacted], a technician from the [redacted] office, who was waiting for me on my steps. I had to turn around and let the gentleman in to check the meter. Once again, he confirmed what the previous technician identified. That the meter #, for which I'm being billed, is different than the meter physically located within my home. Once again, he assured me the records would be updated. I followed up with this phone call on May 6th. The rep hung up on me. I made another attempt on 5/10/13. I spoke to a gentleman who advised there is no record of a technician dispatching to my home on May 3rd 2013. They disputed a technician ever came to my home. Luckily, I still had the number in my phone from when the technician contacted me to tel me he was on his way. While on the phone with supervisor [redacted] Supervisor Code [redacted], I contacted the technician on my other phone. He answered the phone "Washington Gas". I spoke to the technician about my visit, of course he didn't remember off top, but it validated that a technician did come to my home. The supervisor, [redacted], informed me that he heard the entire conversation between the technician and I. It has been 5 months, and the issue is not resolved. I need some assistance in resolving my concerns. I have since made a payment for usage no one has been able to confirm I actually used due to the discrepancies.Desired Settlement: I would like for someone to ensure my records are updated. I want to be charged for the gas meter that is physically within my home and nothing else. I would like a phone call to explain how and when this will be resolved for good. I would like credit to my bill, whatever that may be, for the continued frustion and inconvienance for the lack of attention distributed by the technicians and phone reps.

Business

Response:

See Attachment

Review: We receive our hot water and heat from Washington gas. Due to a medical problem and subsequent layoff and government shutdown, we got behind on our bills to include Washington gas. On November 7, they arrived to our apartment, and spoke with my girlfriends daughter, who immediately called her mother. Not only would they not accept payment then, they insisted on turning the gas off. The technician that was here stated to her daughter that "It was too late, and she didn't feel like turning it back on". They were paid at that moment, but stated they would not turn the gas back on until November 13. No one in customer service would help, other than stating that technician would be dealt with on their end. That does not help us at all. Now, I am a veteran who gets to sit in the cold on Veteran's day. Not only that, but my family and I can not even bathe for a week. This is completely unacceptable. No one will speak with us further.Desired Settlement: I am not asking for money, except for the $45.00 that they charged us for turning the gas back on, which they haven't even done yet. A reasonable person, or company should have accepted the payment that day and went one to their next location. Payment was received by them immediately through my credit card. We know we were late, and honestly overlooked that payment. We do not dispute the charges, other than the fee for turning us back on.

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 customer’s gas service was disconnected due to arrears on the account. The restoration of service was scheduled to the soonest possible date available after the account balance was settled. The reconnection fee was reversed as customer requested for the inconvenience made by the disconnection 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,

Specialist

Consumer Relations

Review: I terminated my apartment lease at [redacted] Virginia [redacted] on August 12th. I received a billing for September, and called the customer service line on September 17th, paid the bill and asked again to cancel my service. This did not happen, and I called again on October 8th and October 10th asking to stop my billing and service, they could not do this because they needed my leasing information. Which I do not have, so I continue to get billed for a service I no longer receive because I bought a house and its all electric. This issue is not being resolved and they continue to ask for my lease agreement which has my ssn# and I also do not have. HELP!!!!!Desired Settlement: I want my services cancelled!!!! Please help me - they keep asking for my leasing agreement and I moved out in August 2014 ....???? They will not stop billing me or cancel the service???

Business

Response:

November 7, 2014Dear [redacted]:The inquiry regarding the above referenced customer was forwarded to my office for review Customers who wish to discontinue service can make the request using Washington Gas website for convenience. A customer service representative will contact the customer if there are any questions or if we require access to the meter for a final reading. Customers who do not have online access can call the Customer Service Hotline. There was no call or request made to close the account prior to the move out date of the customer. Failure to notify Washington Gas to stop service will prevent the company from closing the account and the customer will be responsible for all subsequent charges until the account was settled. The customer’s account is now finalized and charges for usage starting August was removed. As a courtesy after reviewing the account the adjustment was made, considering the customer’s good payment history and since gas usage on the disputed months the account was billed was minimal.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: I have been billed for services (natural gas usage) at [redacted] Maryland through March 10, 2014, even though I sold the property on February 6, 2014. I have had several phone conversations with Washington Gas and now, their collection agents. I have had email correspondence that I can share.

Washington Gas was informed in advance of property settlement by both buyer and seller. I have subsequently sent settlement documents to Washington Gas at their request. However, no adjustment to the bill was made.Desired Settlement: I am willing to pay for natural gas usage through February 6, 2014, but not after that date. I would appreciate an adjustment to the bill and a letter to credit bureaus explaining that I didn't pay the bills because I was incorrectly charged.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

July 7, 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 customer’s settlement document confirmed that adjustment to bill the account until February 6, 2014 is merited. Customer was contacted to inform that a corrected final will be made and sent to the account’s mailing address. The collection was also notified of the adjustment to be done to the account.

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

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

Sincerely,

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: Contacted Washington Gas on 06/19 or 06/20/2014 to scheduale termination on 06/24/2014 which was aggreed upon me and the representitive I spoke with. On 06/24/2014 the technicitan came to the house and canceled the request to terminate because someone at or around the house advised to do it next week. The service technician did not verify any indentity or call the number on the account to confirm or get a signature of any kind as I was at work from 10am-9pm. I called washington gas on 06/27/2014 to find out that the service has not been terminated as I requested. I called in today advising I never requested to cancel the termination as well as none of the callers I spoke with cause I was hung up on 3 times stated that the technicain did any proper verification. I believe washington gas is assisting in fraud because no verification was done by the service technician. I called to have them back date my account and they stated they could not and would charge me for services I did not use from the 24th till the 30th until they can send another tech out to cancel the service. There is no reason not to do verification to cancel a terminatioin request anybody can just show up at anybodys house and say no I dont want the gas shut off. Once a tech goes to home he/she should be verifing by calling the number on the account or a state issued i.d if there is any changes to his work order by a person near or at the premises.

I spoke with a supervisor by the name of [redacted] who tried to pin the blame on the landlords of the property , the bill is not in their name so it does not matter who owns the property, if washington gas had done proper verifcation for any order changes or contacted the number on the account my service request would of been done as requested. But no washington gas assisted someone to commit fraudulant activity on my account.Desired Settlement: I would like to have my service terminated as of 06/24/2014 as I requested a apology letter from the company for not doing proper verifcation and not be charged for any usage after the 24th of June of 2014.

Name on the account when contacting Washington Gas: [redacted] : Service Address: [redacted] Phone number on the account: [redacted]

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.

The account was closed on 6/30/14 with the technician turning off the gas service. Adjustment will be made to bill the account for usage until 6/24/14 using a prorated meter reading. A corrected final bill will be made and sent to the service address of the account as there is no mailing address registered on the account. The customer can also check the corrected final bill in the Washington Gas 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: I moved into a new home (new construction) on December 21, 2012. I transferred my Washington Gas service from my previous home to this new home with an effective start date of December 21, 2012. I did not receive a bill so I called Washington Gas and they claimed they did not have the correct address. I gave them the same address and I received a bill for over $500. At that point there was one billing period that covered from December 21, 2012 to January 7, 2013 (17 days) and another that covered January 7, 2013 through February 5, 2013 (30 days). The cost of the bill seemed way too high so I broke down the usage and divided it by the number of days. For the 17 day period I averaged 12 Therms a day and for the 30 day period I averaged 6 Therms per day. This was obviously an error. I called to inquire about the gas meter reading on the date that I moved in and they said it was zero. This was a lie because I had done my pre-settlement walkthrough with the home builder a week earlier and I personally tested the HVAC system. The gas was on and running at that point. I had caught them in a lie so they agreed to adjust the usage to the 6 therms a day which was inline with my actual use over the course of the first full billing cycle. They indicated that they were going to send me a new bill which I received in March. This bill was also inaccurate and had no meter reading information on it. I called again and we eventually agreed to an adjusted rate of $392.42. I paid this immediately and this made me current with my bill. This covered the time from December 21, 2012 through the end of the March billing period. As of this weekend, April 14, 2013, I received what should have been my first normal bill and I see that they've added another charge "previous bill amount" of $90.78 in addition to my regular usage amount of $151.08. I called again and they just keep giving me these formulas as to how they came up with the numbers but they never have shown me anything in writing. They also contradict themselves with every phone call. I ask for a manager and they say that they aren't available. This company is making up charges and trying to use their position as the only gas supplier to force me to pay bogus charges.Desired Settlement: I just want to pay the $151.08 for my actual usage for the March billing cycle. I want them to waive the $90.78 "previous bill amount" because my last payment $392.42 made my account 100% current for all of the billing cycles from December 21, 2012 through the end of the February 2013 billing period.

Business

Response:

See Attachment

Review: THE COMPANY HAS FAIL TO COMPLY WITH MY BANKRUPTCY UNDER THE BANKRUPTCY LAW, NOR WOULD THEY ALLOW ME TO SPEAK WITH SOMEONE OTHER THAN MR.KELLER. WHO IS CLEARLY HAS NO CUSTOMER SERVICE I HAVE REQUESTED TO BE ABLE TO WORK WITH SOMEONE ELSE AND I KEEP GETTING NO RESPONSEDesired Settlement: TO CLEAR THE ACCOUNT ACCORDING TO THE CHAPTER 7 THAT I HAVE FILE AND BEEN DISCHARGED OF

Business

Response:

Check Messages or see attached.

Consumer

Response:

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

Business

Response:

From: [redacted]<[redacted]@washgas.com>Date: Mon, Jan 26, 2015 at 12:36 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [redacted] <[redacted]>Cc: "[redacted]" <[redacted]@washgas.com>Ms. [redacted] –In regards to the second complaint from this customer, Washington Gas is in compliance with the bankruptcy filing noted below. The Credit department at Washington Gas has denied service to Ms. [redacted] due to the following reasons :• The gas at the property has been turned back on by the customer multiple times which created a gas leak and very dangerous condition for occupants and surrounding public.• A Washington Gas crew was called to the address on January 16, 2014 and found the customer had reconnected the gas and created a gas leak at the meter connection. Additionally, the customer has cut our locks and denied access to our outside meter.• On January 22, our field collector discovered a meter at this residence. As he approached the meter to record the meter information, Ms. [redacted] instructed him to leave the property, which he did without getting the meter information.• This account has also had a history of fraud. There have been multiple instances where the customer has provided fraudulent HUD documents to obtain gas service.• There is no statutory issue the customer was using gas to January 2014 and with theft, it becomes date of discovery.• The meter is located outside the residence, but with great expense and police assistance, WG capped the service at the curb.• Ms [redacted] bankruptcy was filed on November 16, 2013 and at that time, her primary address was [redacted], Clinton MD.If there is another bankruptcy filing her attorney has recently filed, please have them forward to our attention as soon as possible.Thanks,Myron D[redacted]Washington Gas

Review: Washington Gas is including advertising in my monthly gas bills.

I want Washington Gas to stop sending solicitations in my monthly bills.

I do not accept solicitations of any kind in my postal mail and I see no reason why Washington Gas should make money by selling advertising to businesses and forcing me to sift through them in order to pay my bill.Desired Settlement: Washington Gas will stop sending me advertisements for other businesses in my monthly gas bill.

Note that I cannot find this issue in the "Primary Nature of your Complaint" so I selected the closest issue among those listed.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

June 23, 2014

Revdex.com

1411 K Street NW, 10th Floor

Washington DC 20005-3404

Attention: [redacted]

Re: [redacted]

ID#[redacted]

Dear [redacted]:

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

Customer’s concern related to advertisement / solicitations included on their monthly bills has been turned over to our Corporate Communication group, they will be responding to the customer from here on.

We apologize for the inconvenience.

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

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

Sincerely,

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: It simply deflects the question to another individual. It does not address the issues raised in my complaint.

Regards,

Review: This complaint is three fold. First, that the verification process for Washington Gas employees is unnecessarily difficult. Secondly requesting documentation of efforts made is difficult. The records do not come in any useable way and are incomplete. Thirdly Washington Gas practices for unscheduled work open customers up to con artists. December 17, 2013 we received a gentleman at the door claiming to be a technician from Washington Gas. He was requesting unscheduled access to our house. My roommate refused entry to the technician believing it to be a holiday utility scam. He did not feel that the technician had presented valid identification as no service was scheduled at the house. Later in the day the gentleman returned and left a door hanger with contact information including an ID # Crew # and Work Order number. I received a call from the technician that same day asking to enter the house on the same day. When I asked what the issue was he said it was to do with the electrical system and the gas meter and wanted to take care of it as soon as possible. I told the technician I wanted to verify the reason for the service call and would call him back. This seemed like a variation of the utility phone scam, http://www.Revdex.com.org/blog/2013/04/hang-up-on-new-utility-bill-phone-scam/ . After talking to the landlord and confirming that he had not scheduled anything Washington Gas was the next call.When I called the Washington Gas customer services line, [redacted], the number listed on their website, I read the work order number from the door hanger left by the technician. I was told by the customer service representative that the work order number was invalid and that the person at the door was 98% not a Washington Gas employee. After warning my roommates and neighbors about the situation I believed that this would be the end. Thus began my descent down the rabbit hole. Unable to verify the technicians employment for three weeks after many phone calls we determined it is a Washington gas employee. Requesting documentation of the experience was an additional headache and is yet to be provided. The call center supervisor agreed to send me a summary of the calls, saying that the notes from the calls were internal use only and would not be provided to me. Transcripts or recordings of the various phone calls were also off limits. I requested documentation of the various calls and solutions from the customer service center for the landlord and my own records. I received a three sentence statement on January 6, 2014 that said I called, requested the email, and that the service call was legitimate. It did not include the date of resolution, name employee id number of the supervisor, what the service call was in regards to as requested. The documentation received was incomplete and difficult to obtain. The fact that something had already been sent to the customer prevented the supervisor from processing my request. This is extremely frustrating and puts immense legal pressure on the consumer. If something had actually gone wrong with the gas line because of the three week gap in verification, it is my belief that we would have had to suck up any monetary cost. This is a great disservice to the consumer, not just because of potential service interruption in winter, but because it discourages people from obtaining proper documentation about their service calls. Lastly Washington Gas opens up its customers to con artists. These days anyone can steal a uniform, provide official looking documentation, and obtain a cell phone number. The fact that the main customer service line was unable to verify the employment of its technicians and supervisors for three weeks opens the door for con artists to impersonate Washington Gas employees and play this scenario out on trusting elderly couples, single women, teenagers home alone, students attending [redacted], and any other risk groups not willing to spend hours on the phone sorting the problem out. This damages not only Washington Gass reputation but creates openings for con artists to fleece a customer base of over 350,000 in four different states.Desired Settlement: I'd like Washington Gas to reform their business practices to prevent this behavior from being other customer's experience.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

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

Miscellaneous works are not all recorded on the customer’s account especially if the work involves the neighborhood and not a specific address. The work order however is available in the companies dispatch work category. The work order is assigned to a Washington gas crew or a contractor and which are identifiable by the identification card that they bring. We apologized to the customer as he reported that the contractor refused to provide his identification card when the customer challenged technician’s affinity to the company and the inability of the Customer Service Representative to verify the work.

The customer requested to acquire the call log from when the complaint was reported. This was sent to the customer after approval was taken for the release of the call log.

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 made a payment on 10.1,2013 on Wash GAS website using my Va state funded debit card which means it is ONLY processed when the funds are available . The amount of $83.72 was debited from my card and paid to wash gas and removed from my debit card > The money was returned to me on 10/6/2013 almost a week later because apparently Washington gas for some reason allowed the funds to sit and stay pending on there end for 5 -6 days and did not complete there own transaction. The bank returned the entire amount to me on 10/6/2013 and put it ALL back in my account because they waited too long to process this. According to there own policy its completed in 24 hours. Now they want 25 dollars for insufficient funds ? The funds were more than sufficient and all monies were returned to me as I stated and it was due to there neglect. I am notr paying 25 dollars and feels thats its unfair and deceptive business practices . I am happy to send you my bank statemnts to show you I had the money available at when paymeny was made and there after when it was returened . Please remove the $25 fee for me thank you.Desired Settlement: $25 fee removed from my account , thank you

Business

Response:

**. [redacted]

The complaint from **. [redacted] is clearly not a [redacted] issue nor is the customer a [redacted] customer. She reports that she has had an issue with a payment processing system at the local utility Washington Gas not [redacted]. Please remove this complaint from [redacted] and forward it to the local utility.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

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 payment made for the account was returned due to insufficient funds after attempts were made to cash the credit card transaction made in Washington Gas web site. The returned payment was charged back to the account along with a return item fee. The customer has been explained of the reason of the return payment and the fee on the calls that were made to the Customer Service Hotline.

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 am a physician by profession who will take a position at one of the largest hospitals in NoVA. I am a non-US decent, who speak with an accent. I called Washington GAS to establish service. I had to speak to 4 agents. One of them cut me off many times, and hung up on me. Others asked me all kinds of information including my DOB, my employer, my salary etc.. After checking my credit (my score is 751) I was denied services. No reason was given although I asked. I am not sure how they could deny services. I was told that I need to either walk in to one of the few offices that they have, or send a copy of my SS card, copy of my birth certificate and my passport along with my DL and a copy of my lease.

Because I need service, I have now sent all the documents that they have requested. I am not sure what the next step would be. I have lived in this country for 15 years and am a citizen. No other utility company, in all these years treated me with such disrespect, and with such dire disregard to my dignity as Washington GAs.

I am not sure all of that is legal. while I understand the need to verify the identity of the customers, this degree of harassment is deplorable. This is particularly so, given that there is no competition to this company that, in my mind, was acting in a purely discriminatory manner.

I would like you to please look in to this kind of behavior of this company.Desired Settlement: An acknowledgement from a senior official that this was inappropriate. And a plan to remedy this kind of situation so that customers such as myself, who keep this company afloat are treated with dignity and respect.

Business

Response:

Review: My mother passed away in August 2011. My husband and I have been in charge of her estate, paying bills. Her house was sold in April 2012. We were told Washington Gas had not received payment, and the house could not be closed on. We had sent a check that they had not received yet (we live in Oregon). We then set up an automatic payment through our bank. Washington Gas received that payment, as well as the check a few days later which they cashed. They were paid twice for the same payment. We have sent letters, copies of the cancelled checks, statements from the bank showing double payment, and we continue to get the run around over a year later. We just want our payment of $715.30 sent to us.Desired Settlement: Please reimburse us the amount we are due. We have shown you the proof of the double payments, and Washington Gas has been hanging on to this money, constantly telling us "it's in the process", or "a check will be sent to you this week". Over a year later, we are still waiting.

Business

Response:

See Attachment

Review: I have moved from the property where I set-up my original Washington Gas account since May 5, 2012 and I notifed Washington Gas of this and faxed in numerous documents to verify my move-out date. Since this date I have continuously been billed for this property I haven't lived in for months and receiving harassing phone calls from Washington Gas periodically because they have not yet ended my service. I have no idea why my name has not been erased from this account and why I have not received a final bill from the company. This situation is very stressful because I am very responsible and I pay all my bills on-time.Desired Settlement: I would like for Washington Gas to finally give me the FINAL BILL for the gas services incurred thru May 5, 2012. I have no responsibility for any further charges after that date because I no longer lived at the property. I need to receive the proper adjusted bill so that payment can be made and this can be take care of.

Business

Response:

See Attachment

Review: I filed a complaint about a 4 year old bill this company claims I am now responsible for earlier this month. A representative has been in touch with me to resolve this matter. The resolution is ongoing. In the meantime, I still have not received a paper bill from this company despite my request months ago. I decided while I had the representative on the phone to inquire about this month's bill. She informed me that my service charges are over $300, double the amount I usually pay, particularly in the summer season. I asked her how is that possible but she said she was unable to answer, and I should call Customer Service. I made a call to their department, the representative placed me on hold a couple of times, she said, so she could determine my charges. When she returned she told me the same dollar amount. I told her that was impossible since it is double the amount I have been paying. She start to say some inaudible consumption doubled, so I asked to clarify what she meant but she kept talking. Then she simply hung up. I was shocked. I called my third party supplier [redacted] but they stated their service was cancelled by Washington Gas in May, so they are no longer my supplier. I recognize this is the same issue as my ongoing dispute, where I'm being charged for services that no one can clearly explain or justify.Desired Settlement: I want to be sent a bill monthly with my gas usage that will justify these charges and the older charges. I still don't believe I should be held responsible for the previous bills but as in this case it is hard to dispel or refute charges. Customer service representatives should receive proper training.

Business

Response:

WASHINGTON GAS SUMMARY OF INVESTIGATION: 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.

[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.

Review: I have been a Washington Gas Company customer every since I have lived at the shown address (38 years). I will be age 77 in Oct, on a

very limited income, pension, social security, etc. and have been enrolled in a budget payment plan for several years without a problem until 2014 budget plan. This company has not abided with the budget plan as outline in the WGL Customer Handbook. Not receiving statements n mail for 3 months in a row ( during highest Winter billing months) Reassured that I should pay "minimal amounts" $10 or $20 instead of actual budged amounts due for each month. The plan is for 12 months, the balance of any difference paid or owed to be paid in full in November bill (which have have always done in 2012 and 2013. I did not received a statement in August on time (before the 6th I finally received a bill on August 11th long after the due date for a the total amount due $1,484.42, with a note Please pay by August 27, 2014 to avoid late payment charges which will continue to accrue in accordance with our tarriffs. I can't pay it. My daughter usually helps pay for utility bills but she does not receive her paychecks in the summer months. She is a school teacher.4for the difference paid and owed Inaccurate amounts due on monthly statements which I questioned but paid anyway. Amounts like $10, $20 (instead of previous years like $155/mo, it varies depending on how much gas is used. Always told by phone to just pay $10 or $20 by WGL Customer Service. The company failed to follow Budget Plan by not billing me correct budget amounts. Also, the final bill is to be paid at the end of November not August. It is a 12-month plan per WGL HANDBOOK. I will pay WGL in November at the end of my Budget Payment Plan as agreed but should not have to pay in August + Fees and I am requesting Revdex.com to intercede for me as I have followed their instructions and paid the amounts due according to their statements. In short, Since beginning of 2014, I have missed statements from WGL (up to 3 at a time during winter); late statements after the due date; incorrect amounts on the statements $10, $20 on statements instead of the promised estimated monthly amount due based on gas usuage. The purpose of the 12 month budget plan is to "avoid receiving a high bill" at the end of the year. I have made calls to the company questioning billing amounts but always got the same answer, and now billing me in August instead of November and threatening addition fees. Oh, the statement also begins at top with pay by 28th of August or fees will apply; while the bottom on the statement reads Amount due $1,484.42 by Sept 8, 2014. I have not received l accurate bill on budget payment plan.

okDesired Settlement: I am not challenging the amount due. However, I expect WGL to honor what is written in their Handbook a 12 month plan with total payment due at the end of the 12 month plan (sometime in of November 2014)before the next Budget Payment Plan goes into effect.

Meanwhile, I need a new August Bill adjustment with the amount due to reflect only gas used (July 7, 2014 - Aug 8, 2014. ($31.68); and t which actual gas cost is used during Aug 9 - Sept); (Sept - Oct). (Oct-Nov). The Handbook states in writing that I do not have to pay the entire amount until the 12 month period is up. I will be in a better position to meet this obligation after my daughter returns to school and has several paychecks (we have other obligations due monthly as well as WGL). A large portion of my pension goes towards Health Insurance (very costly) and Life Insurance. I feel this is their fault because they did not estimate monthly bills as they were suppose even though I have questioned the bills in the past. I did make monthly payments

Business

Response:

Washington Gas apologizes for this billing error with the customer's budget installment. The budget plan has been reinstated at $190 a month. The customer may pay more if she wishes and the credit will be applied towards the budget balance at the end of the budget plan which will be January. The current balance due is $210.

Review: I discontinued services on August 23, 2013 (a letter from Washington Gas confirms my request). However, I have received a mounting bill since then. I have tried on numerous occasions to get my account closed and have sent the requested documentation on 4 separate occasions. In my last correspondence on April 15, 2014 at 3:41PM (EST) on the phone, I was told that my documentation had been received and that I should expect my final bill in the mail. Instead of a final bill, I am now receiving calls and letters from a collection company that is threatening to put this on my credit report if I don't pay for services after August 23rd (when I moved out). I do not know what else to do.

My account number: [redacted]Desired Settlement: First, I would like Washington Gas Co. to take my account out of collections.

Second, I have said all along that I would like my final bill for services up to August 23, 2013 when I moved out of my apartment. I will pay for services that I received when I lived there. I have provide documentation that I discontinued services by this date and my landlord's letter confirming my move out date. I will gladly pay my final bill for that up to August 23, 2013.

Business

Response:

6801 Industrial Road

Springfield, Virginia 22151

May 30, 2014

Revdex.com

1411 K Street NW, 10th Floor

Washington DC 20005-3404

Attention: [redacted]

Re: [redacted]

ID#[redacted]

Dear **. [redacted]:

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

The customer’s request for the Final Bill Adjustment up to 08/23/2013 cannot be made due to the failure of providing access to the meter for us to turn the service off and do the Actual final reading. It is for the best interest on both parties to get an accurate reading before we turn the gas off to stop customers billing. Since access to the meter was not available, customers billing continued.

Unfortunately we can’t request the account to be removed from the Collection Agency until final bill has been fully paid.

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

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

Sincerely,

Specialist

Consumer Relations

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

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Description: Natural Gas Companies

Address: 101 Constitution Ave NW, Washington, District of Columbia, United States, 20001

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