Complaints

This profile includes complaints for Washington Gas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Washington Gas

  101 Constitution Ave NW Washington, DC 20001-2133

• 

  Washington Gas

  PO Box 37747 Philadelphia, PA 19101-5047

• 

  Washington Gas

  6801 Industrial Rd Springfield, VA 22151-4205

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a new built house that requires gas connection from washington Gas. Majority of the process has been completed and now the last step is getting a meter set. I sent the meter set request sent on 12/19/2022. It says a maximum of 7 days for the work to be completed. I received a confirmation that the request has been received via email on the same day 12/19/2022. When nothing happened I called in a week and they informed me that the technician could not complete the request because come gas line was open and did not have a shut of valve. I did not get any correspondence regarding this. I asked them to re submit the request and specifically asked for the technician to call me if they have an issue because there was no way for us to reach the technician. I also informed them that there was no open line and we had the county inspector inspect and pass our gas lines. A week after that I still had not heard back from them nor was the meter installed so I called back and they said the same thing again and said it was cancelled yet again. again zero correspondence from washington gas. At this point I asked for the supervisor to call me so i could get this resolved.I was given a case number ********** and told the supervisor would call back in 24-48 hours. Again I did not get any call from washington Gas. I called back on 01/03/2022 - 3 times and spoke to three different people in customer service only for them to hang up on me without resolving the issue. They just hung up and I was still on hold for 20 min not knowing they had hung up. it happened three times. I am really not sure how to escalate this or get this resolved. It seems like they don't care and no one wants to take any responsibility in washington gas. They are not trained well nor are they held responsible for very unprofessional behavior. I would like them to contact me ASAP

  Business Response

  Date: 01/18/2023

  January 18, 2023
  

  In review of your complaint, I was happy to see that the meter was set and turned on, January 4, 2023.  We apologize for the inconveniences you had to endure.

  
  Sincerely,

  Susan S*******

  Washington Gas

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Washington gas made an erroneous usage reading since summer 2022 and has been trying to collect on it. We called and one of their technicians came to verify the reading, named ****, and confirmed that the reading was in error. The technician reported the mistaken reading but the company keeps trying to collect an amount based on the erroneous usage reading. We have emailed their customer service many times, and their system acknowledges receipt of the communication, but the issue is never addressed or resolved.We want Washington Gas to clear this erroneous usage reading the be corrected and the requested amount be cleared from our account.

  Business Response

  Date: 01/18/2023

  ******* *** ****
  
  

  **************,

  In review of your bill this past summer for the incorrect amount, that bill was voided and a "Corrected" bill went out in it's place with the correct reading/charges (attached). There has not been a payment received on this account, since July 2022 so the balance has increased each month. 

   

  Sincerely,

  *************************

  Washington Gas

  Customer Answer

  Date: 01/27/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The last usage recorded was **** *** on 10/05/2022 when the old meter ****** was replaced with the new meter ******. This is the same usage recorded on the June 16 2022 bill under current reading. The November 17 2022 bill recorded a usage of 11 CCF on the new meter (******).

  
  

  The normal charges for when there is no gas usage are about $25 per month. Therefore, as there had been no gas usage since the June 16 2022 bill, we would have expected to see about $25 a month in the bill, thus the November bill should have shown about $125 balance for previous charges brought forward. Instead, the bill showed $281.26 brought forward. We need to have someone from Washington Gas explain to us why there was a balance of $281.26 brought forward on the November 17 2022 bill, instead of $125, when there had been no gas usage since the June 16 2022 bill.

  
  

  The December 16 2022 bill included those $281.26 plus the real usage for 11 CCF for the previous month. That bill also recorded a usage of 75 CCF. On 01/17/2023 we mailed our check ***** in the amount of $147.37 for the full amount of "current Washington Gas charges".

  
  

  We want to resolve this issue for the fair amount that we are due, but we believe the $281.26 is incorrect and would like to see that reduced to $125 for the reason stated above.

  
  Sincerely,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 12, Washington Gas acknowledged receipt of our rebate application for the installation of a new HVAC system. In subsequent phone calls with Washington Gas, we were advised the rebate was approved on November 22 for payment of $400.00. It is now 12 weeks in a process that Washington Gas says (in the attached documentation) takes six to eight weeks for issuance of a rebate check. Further, it is six weeks since Washington Gas says payment was approved. Washington Gas is unable to tell us where our rebate check is, and why we have not received it. We request the BBB take this matter up on our behalf. Our Washington Gas account information is: ******************************* and ***********************************, ***************************************, Arlington, VA. Thank you.

  Business Response

  Date: 02/03/2023

  February 3, 2023

  Dear *******************************,

  I immediately reached out to our rebate team, and they informed me that the check was cashed by *****************************, on January17, 2023.

  Sincerely,

  *************************

  Washington Gas

• Initial Complaint

  Date:01/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home on 09/15/2022, I contacted Washington Gas to create my account and let them know about my move-in date and when I would like to start service. The service was started with no issues, on 11/04/2022 I got a bill from Washington Gas for over $1100.00. When I called them, they told me that they messed up on the start date not 09/15/2022 but instead 09/15/2021. So they were billing for the previous homeowner, not only that those bills were already paid and they are trying to charge double. I've made multiple calls, more then 10 times, the bill still isn't correct. Then they closed the account they created from me, then created a 2nd account. I still haven't got this corrected. I've spoken to the supervisor and they still haven't been able to get this issue corrected. Today I just got 3 different bills, all with this different amounts. This is super stressful me, from getting different bills, and the associates don't know what they are doing every time I call. I spoke to the last week and they told me that the issue was addressed and the bill I'm seeing is correct, however the bill I got today its 3 times more then what they billed me. I have no issue paying the bill if its correct.

  Business Response

  Date: 01/18/2023

  January 18, 2023

  In response to your complaint, I found that we had adjusted/corrected your account to show that your confirmed move-in date was in 2022, and not 2021 - so we rebilled you from the new start date to the most current (3 bills total).  I emailed to you the breakdown of the 3 bills in question, confirming the amount due was correct.  We apologize for the inconveniences that this may have caused.

  Sincerely,

  ************************

  Washington Gas

• Initial Complaint

  Date:12/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Washington Gas is billing me for Prince George's County tax when I do not live in Prince George's County. Account number is ************.

  Business Response

  Date: 01/03/2023

  January 3, 2023,

  Dear *****************************,

  According to the State of Maryland property tax website, your property at **** ******* ***, Takoma Park MD is definitively located in Prince George's County in Maryland. 
  
  Sincerely,
  
  Susan S******
  
  Washington Gas

• Initial Complaint

  Date:12/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need Gas turned on at my residence otherwise my pipes will freeze and my home will be flooded. I dint have any hot water or heating at my residence. I have scheduled 4 separate dates for a tech to come and turn on the Gas- no one shows up. No one shows up and NO one calls. I have called 20 times in the past 2 weeks, spoken to 3 different Managers and still no one showed up.

  Business Response

  Date: 01/05/2023

  January 5, 2023

  Dear ***********************,

  Using the address you provided in this complaint, I was unable to find a single service order or phone call regarding having your service turned on - as the gas service at this address was confirmed to have been turned on, on December 19, 2022 at 6:53 pm. I called the phone number also provided in this complaint - but there was no answer and the voicemail was full, so I was not able to leave a message.  I sent an email to the email address provided but have not received a response. I also searched your name in our system to see if there may be a pending service somewhere in your name (address in this complaint is NOT in your name), but there was nothing pending or active in your name. If you have not resolved your issue as of today, please call our offices at ************ and tell the representative that you have "no gas". I apologize that at this time, with the information provided - I am unable to assist you.

  Sincerely,

  *************************

  Washington Gas

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It may concern:I am seeking support from my representative & the BBB to help understand and resolve an issue with Washington Gas Residential account. My house hold was approved help through ******** Rescue Plan and the credit was removed. I have been trying to explain this issue to Washington Gas for months. Please help. The gas bill amount due is not correct. Please help me resolve this issue. Thanks ************************* ********************

  Business Response

  Date: 01/03/2023

  January 3, 2023

  Dear *************************,

  In researching the elements of your complaint, I found that your account was credited $630.42 in June 2021, and again in December 2021 for relief energy assistance provided by the State of Va, during COVID. The SCC (State Corporation Commission) later determined that your credits exceeded the intended amount of relief by $49.83, so that amount was then debited back to your account and sent back to the issuing authority. We apologize for not explaining the debit more clearly.
  

  Sincerely,
  Susan S*********

  Washington Gas

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon, I am writing this email due to the difficulty I am having transferring the account to my name from the previous resident. Also, I would like for my account number and bill to be backdated to November 1, 2022. A few moments ago I spoke with a customer advocate, Mark, who advised me to email you with my account number and proof of lease agreement. My account number is: ************. The lease is attached to this email. I would also like to add that it took approximately three tries for us to make this switch and each time we have been told that the gas account is not in my name. My landlord, ***** ***** (previous resident) and I called on October 14, 2022 to initially transfer my name to the account. *** ***** then received a bill for the month of November with service usage until November 19, 2022. He then emailed you all on November 24, 2022 and copied us on the correspondence. The reference number for that conversation is: ********. The following day, he received a confirmation number (**********) to confirm that my name was transferred to the account. An individual then came to check the gas meter that same morning. So it was infuriating that when I called today the account still was not in my name. Attached to this email is Alexis Brown, the other person requested to have access to the account, as well as, my landlord, Allen Taber. Please let me know if there are other items I need to provide.

  Business Response

  Date: 12/20/2022

  December 20, 2022

  Dear *********************,

  In reviewing your complaint, I was pleased to see that the account is active/ON as of 11/01/2022, in the names of *****************, and *********************** and has just been billed. Please accept our apologies for the inconveniences you endured in trying to resolve this issue.

  Sincerely,

  Susan S*********

  Washington Gas

• Initial Complaint

  Date:11/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my account and moved from address *** ************* *** Winchester, VA the end of July 2021. They told me the account had been cancelled and set up service for my new address at *** ****** ***** **. Stephens City, VA. I kept getting a bill for the ************* address. Each time too many to count…I called in I was told the account was cancelled and the balance was the remaining. The account was never closed. I am still getting billed for the old address. I have been on the phone with several customer service reps and supervisors that assure me it’s taken care of. After 4 months a supervisor told me they see the mistake and will credit me the $47 that I shouldn’t have paid to the old account. I was grateful after months of going round and round. Lasts week I received another bill with the old account number but the new address. The balance is for the current tenant with the $47 credit. Meanwhile I am also getting and paying bill for my current address. But now they have the account numbers messed up. I am at my wits end here with these people. They even locked the current residence gas off and then they opened and account. So, they have an account on ************* and STILL are billing me for the same address. All I want is for them to close the old account like they were supposed to back in July and credit my NEW account for payments I shouldn’t have been charged for the ************* address. The NEW account number the gave me *** ************. All of a sudden the are sending me bills with the old account number and address to my new address…????? Please help!! And thank you in advance.

  Business Response

  Date: 11/28/2022

  November 28, 2022

  Dear *****************,

  In review of your complaint, and after several back-and-forth communications between us today, I am happy to report that the balance due of $30.77 has been credited to your closed account, leaving a $0.00 balance. Again, we apologize for the many inconveniences you have had to endure in trying to get this matter resolved after so many months. 
  

  Very Sincerely,
  Susan S*********

  Washington Gas

• Initial Complaint

  Date:11/07/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Washington Gas cannot figure out how or when to bill me. I signed up for electronic billing. After several months, I realized that I hadnt received any bills. I logged into my account to find my bill had been building up for several months. I called customer service. The agent apologized but had no explanation. I paid my bill. It occurred to me that Washington Gas had not quite mastered electronic billing so opted for paper/snail mail billing instead. I have not received any bills in the mail. Yesterday I received an email from Washington Gas thanking me for signing up for electronic billing, but I didnt receive a bill!What is going on over there? Big problems. Very chaotic and frustrating. I guess I have to call again.

  Business Response

  Date: 11/28/2022

  November 28, 2022

  Dear *********************************,

  In response to your complaint, I reached out to you to communicate that we were seeking information as to why your account stopped being billed through eBill, after the April bill. We have since changed your billing status from eBill, to you receiving your bill through the mail - as was your request.  I emailed to you the latest bill because it appeared that the changes did not take effect before the notification was sent that your eBill was ready to view, this way you could print out a hard copy. Please note that bills are available to print for your convenience, through your online eService account. Please accept our apologies for the many inconveniences this has caused.

  Sincerely,

  Susan S**********

  Washington Gas