Complaints

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

close

Find a Location

Washington Gas has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Washington Gas

  101 Constitution Ave NW Washington, DC 20001-2133

• 

  Washington Gas

  6801 Industrial Rd Springfield, VA 22151-4205

• 

  Washington Gas

  PO Box 37747 Philadelphia, PA 19101-5047

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:11/01/2022

  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 came home to a notice last Wednesday about my gas being turned off. Called and settled the issue by Thursday after spending hours on the phone with multiple people. Was told I had to wait until Monday 10/31 for gas to be turned back on. Monday rolls around and still no gas. I called this morning and spoke to a young man who said the next available time for someone to come out is 11/7. This is absolutely ridiculous and horrible customer service, as it was not my fault that nobody showed up on Monday 10/31. I will be going on almost 2 weeks if I have to wait until next Monday without hot water or abilities to use my stove or oven. This is in no way acceptable business etiquette. If someone is unable to come the scheduled day it should be mandatory that the very next business day someone arrives.

  Business Response

  Date: 11/08/2022

  November 8, 2022

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

  In review of your complaint, I was able to confirm that your gas had not been turned back on in a timely matter, so an escalation ensued - and I was happy to see that your gas has now been turned on. We apologize for the many inconveniences you and your family endured, while trying to resolve your issue. 

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:10/31/2022

  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.

  They wrongfully opened an account for me and charged me 33.5$. I asked them if I need to open a gas account for my new apartment and they told me yes. Then they closed my account a week later but did not refund me. This was in 3-31-2022. After few month I contacted them to ask what happened for more than 5 times and they told me they will refund me. They told me they refunded me three times but my bank, *** told me they never did.

  Business Response

  Date: 11/08/2022

  November 8, 2022

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

  In review of your complaint, and our correspondences - I am happy to report that the reissuance of the refund has been processed, and you should receive your check within 7-14 days. I apologize for the inconveniences that you endured in trying to get this issue resolved.
  

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

  Washington Gas

• Initial Complaint

  Date:10/25/2022

  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 spent four months trying to resolve an erroneous charge with Washington Gas Company. To date, I have called six times (Oct 25, Oct 24, Sept 29 , July 12, July 20th, August 12 and September 29th). Per their directions, I emailed three times (July 29th, August 12th, and in Sept 2022). In short, my apt does not have a gas hook up. We did not discover this because an erroneous error was listed in the system. Therefore, I paid $158.69 for two bills (on time) for an account that is not mine. I have not rec'd a refund even after I sent proof of my address with my ID and proof of payments with my bank statements. I just rec'd a bill for October for an address that corresponds to the condo building and has 70 units. After 6 calls and 3 emails, I am at a loss of what to do. I cannot get the problem solved and it seem they simple won't read the case notes or review the ample documentation I have provided. Any assistance would be greatly appreciated.Thank you.****,***************

  Business Response

  Date: 11/09/2022

  November 9, 2022

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

  In response to your valid complaint, & between our many correspondences to get your issue resolved, I am happy to report that $70.37 of your owed refund was processed on Nov 7th, and the remaining $88.32 refund will be processed & mailed to you on Nov 26th - to the requested new mailing address. It was a pleasure to be an advocate on your behalf to get this resolved, and I extend my sincere apologies that you endured so many inconveniences in trying to do so. You have my direct contact information, and I look forward to seeing this resolution through to the end. Please feel free to reach out, should you ever need assistance in the future.
  

  Very Sincerely,
  

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

  Washington Gas

• Initial Complaint

  Date:10/24/2022

  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.

  Hello, URGENT: I have contacted the Washington Gas customer service several times about an issue with my balance, the Disconnect Notice and the credit amount that I have with Washington Gas since April, because of the financial assistance I received that was applied to my account. Last time I asked the customer service to create a ticket or case # in order for someone to pay attention, but with no results. I was told by customer service representatives that I have over $200 credit on my account since April, but Washing Gas refused to apply that credit to my account or refund the money to me. Instead, I keep receiving Disconnect notices and my balance increased with "Late fees" and "Other charges" added to my account. I have heard nothing from Washington Gas to get that credit amount refunded to me, as I was told it should be refunded to me by customer service rep. I have been waiting for the results of my inquiries to know what final balance would be after the credit, before making a payment plan towards my balance, but Washing Gas keeps ignoring the issue and sends me more Disconnect notices with added late fees and other charges, which I don't know what these "Other Charges" are for. There is always some other unknown charges on my account which I can not figure out what they are. All late fees have to be canceled and the issue with my balance and the credit amount has to be resolved. Someone explain to me what these "Other Charges" are while I'm not receiving any response to my inquiries from Washington Gas. It is a shame on Washing Gas for providing a horrible customer service as always! I will find the Washington Gas responsible for all the troubles created for me including time lost, mental stress and any possible disconnection of my services, since Washington Gas keeps ignoring to resolve the issue.********************************* Account # ************ Customer #: ********

  Business Response

  Date: 11/01/2022

  November 1, 2022

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

  In review of your complaint, your account did not meet the required criteria needed in order to have your deposit refunded at this time. Per our tariffs, the deposit will be held until refund criteria has been met - which is no more than 2 late payments made within a 12-month period. As soon as the criteria has been met, your account will be promptly refunded for the deposit plus interest.  

  Sincerely,

  Susan S*********

  Washington Gas

• Initial Complaint

  Date:10/22/2022

  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 applied for the financing with wash gas they disconnect me anyway which is fine recession it’s hard to pay the day the disconnected I paid them the balance to turn it in given that it’s winter and it’s freezing outside the outsourced calls gave me a bunch of incomplete false statements they have given me the run around for 4 days now and still have not turned on the services and now are telling me I have to wait in the freezing cold with no hot water until Tuesday which will be almost a week this company is a monopoly in the area that outsources call I don’t want my money going to this company this is not right and so not American they are don artists and know what they are doing we are obviously in a recession and people can’t pay their bills we are trying not to be homeless so the fact that they deal with poor people like this is not right at all I have kids and can’t stay inside a freezing house with no water because they lied to me about when a tech would come I want my money back that they took without turning on the gas and the money that I have to go spend on a hotel on and possibly any help on how to get away from a monopoly company without buying solar

  Business Response

  Date: 10/31/2022

  October 31, 2022

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

  In review of your complaint, I was happy to see that your gas was reconnected on Wednesday, October 26, 2022. Your initial payment for reconnection was on October 20, 2022 - and an appointment was missed (no answer on phone, no answer at door) on the next day Friday, October 21, 2022. We then rescheduled for the next available appointment, on the next available business day. We apologize for the inconveniences that you endured.

  Sincerely,

  Susan S*********

  Washington Gas

• Initial Complaint

  Date:10/20/2022

  Type:Order Issues
  Status:

  ResolvedMore 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 satisfied (paid in full) my Washington Gas account on May 16 2022. The account # is ************. Washington Gas referred my account to a collections agency, online information services. I received a letter dated September 29, 2022 informing of an outstanding debt. On October 20, 2022, I contacted both the debt collection company and Washington has with no resolution. I would like the debt collections to update my account accordingly. 

  Business Response

  Date: 10/31/2022

  October 31, 2022

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

  In review of your complaint, I wanted to let you know that I immediately reached out to our Lead Credit & Collections Specialist, and she has already emailed me that she contacted OCA Online to advise them that you paid your account in FULL in May 2022, and to have your name and account records pulled from their lists. She also informed them that they need to send you a letter attesting to the same. We apologize for the incredible inconveniences you have endured, in trying to get this issue resolved.

  Sincerely,

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

  Washington Gas 

  Customer Answer

  Date: 11/03/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/14/2022

  Type:Customer Service 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 September 6th, i contacted Washington Gas customer service to inquire about having an indoor meter moved outdoors. I was told their contracting division would call back in 5-10 days. Called again 16th, again - now 5 business days. called 25th - issue was "escalated" contractor would call 5-10 days. assigned another ticket # Called 10/14 connected to contractor hotline and was told that customer advocate would ensure I got to speak with a person. Put in Voice Mail. Called back again to determine if they was someone at Washington Gas that I could report that in over 6 weeks their contractor had not called back. Told to call customer hotline and leave a message. Their customer service is horrible and there seems to be no way to get anyone to do anything to get their own construction division to call customers back, nor anyway to report to Washington gas that their division does not call people back.

  Business Response

  Date: 10/26/2022

  October 26, 2022

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

  In review of your complaint, the Manager of Construction stated that he has spoken with you recently and notified you of where we are in the process of having your previously abandoned gas service restored.   He also said that he advised you that we have a crew on standby to complete the job as soon as the permit that was submitted to Fairfax County on October 12, 2022 - is approved.  We apologize for the inconveniences you have endured.

  Sincerely,

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

  Washington Gas

  Customer Answer

  Date: 10/30/2022

  [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: Yes, I was contacted but it took over 7 weeks for someone to respond.  In my repeated attempts to contact Washington Gas I asked again and again how this issue could be escalated and I could make Washington Gas aware that their contracting company was totally unresponsive.  That is why I filed this complaint.  When the gentleman came out I asked him why it had taken so long for someone to get back to me?  His response was that he had had my work ticket for a long time but did not have a correct phone number to contact me.  He stated that is was only after I complained the last time and left my phone number on the hotline that he was able to get in touch with me.  Each of the 8 times I contacted Washington Gas I was asked for a contact phone number and that phone number never changed.  Yes, the actual issue of having the contractor come out is resolved, but my intent was to somehow make Washington Gas aware that they have a communication issue which is affecting their customers.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:10/13/2022

  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.

  There was a gas leak outside my home on 10/11/22 and it was no fault of mine. I was not told at no time during the turn off of the gas that I needed to be home to turn it back on. I have been without heat for two nights 10/11/22 and 10/12/22. The repairs to the faulty unit was conducted and I have it all recorded, and conversations with the technicians. I was told by customer service advocates that a technician would wait or return to turn on my gas after speaking to customer service advocates at least 4 times. I had to leave work early on 10/12/22 and take off work on 10/13/22 to no avail, no technician has showed up. I was told other emergencies took priority over getting my gas turned back on 10/12/22. I spoke to a supervisor Michelle who gave me an 8 hour window on 10/12/22 which is extremely disrespectful due to the nature that a person has to sit and wait in a cold house. Supervisor Michelle told me a technician would come on 10/13/22 but I called and found out from the customer service advocate their was never a technician dispatched to turn my gas back on. 10/13/22. This is a blatant disregard for my health and inhuman treatment of a person during the cold weather changes. Nor could I prepare food to eat because I have a gas stove. This unprofessional and frustrating as a longtime paying customer of this company.

  Business Response

  Date: 11/02/2022

  November 2, 2022

  In review of your complaint, I would first like to extend our apologies to you for the inconveniences that you have had to endure, in trying to get your services restored. Coaching of the staff that you interacted with will be taking place, and a $100 credit has been placed on your account. 

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:10/08/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 refuses to refund me $37.00 that they took out of my checking account by mistake. It is for ****************************** Washington DC **********. I had auto-pay so they had access to my checking account. They took the funds in error, now will not return it even though I moved out and sold the place in July. It is account number #************. It is designated "Current Resident" instead of an apartment number, I don't know why and none of the Washington Gas people I spoke with know why either. The money was taken on April 11, 2022 in addition to my regular monthly payment. I called Washington Gas and got case numbers in May, July and August, each time the ticket was closed without refund or a reason why not, then re-opened case #**********. Attached is the proof of payment from my checking account **** ** *******, and the Washington Gas "Account Summary" and the "Billing and Payments" showing a positive balance of $37 and no activity since they took the money in April.

  Business Response

  Date: 10/10/2022

  October 10, 2022

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

  In response to your complaint - I have requested the immediate processing of the payment in the amount of $37, erroneously paid to a "Current Resident" account that you have provided proof of payment for.  Refund checks should be received in roughly 10-14 business days.  We apologize that this issue has not been resolved before now, and for the inconveniences you have endured. 

  Sincerely,

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

  Washington Gas

  Customer Answer

  Date: 10/13/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is mostly satisfactory to me, BBB got the refund in two days after SIX MONTHS of me trying directly with Washington Gas. 
  

  There is one important exception.  I requested a paper check refund because Washington Gas had abused their authority with my auto-pay account and I had deleted it.  They retained the account against my instructions and used it to electronically deliver the refund.  This means they still have access and could again abuse their authority by again withdrawing funds in error!  I recommend to all customers to NOT give an account for auto-pay to Washington Gas, and pay manually each month! 

  Regards,
  
  *******************************

• Initial Complaint

  Date:10/05/2022

  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.

  Washington Gas authorized a contractor, Precision Pipeline Solutions, to replace my equipment. On 10/3/2022 I awoke to pounding outside of my back sliding glass doors and men talking. I was on the 3rd floor and feared for my 91 year old fathet, who is a disabled Korean veteran, so I threw on some clothes and went downstairs. My father was up and moving also because of the noise.I went outside and there were 2 guys who said Washington Gas gave them orders to replace outdated equipment. I took a picture of the mans ID which said he worked for Precision Pipeline Solutions and he was a Washington Gas contractor. I checked my phone and saw that they were hired by Washington Gas. He came into the garage to relight the gas water heater and I told him that I also have a gas fireplace. He couln't figure out to remove the bottom panel to relight the pilot light, so put it into his notes to Washington Gas that it was working and now it wasn't.I called the gas company 10/3 and they said they did not have any working orders for my property. When I told them the contractor company's name, then they said it was authorized. I asked to have someone return to get my fireplace working, especially because it is cold on the bottom floor for an elder person. They said someone would call me back that day to schedule an appointment later that day, which never happened.Day two, my dad called them up and explained about the unlit pilot light since the gas company authorized a contractor to do this work without my knowledge or approval. He was informed that someone would be there that day to take care of. No show.Day three, being 10/5/2022. I contacted the gas company again and was informed by a lady named ****** who wasn't permitted to provide her last name, although she had my name, address and phone number, that I am responsible for getting someone else to relight the fireplace light and pay for it. I asked to speak to a higher up and was put on hold.

  Business Response

  Date: 10/13/2022

  October 13, 2022

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

  In review of your account in relation to your complaint, it was found that the fireplace was left inoperable after meter change because we were unable to access the panel to get to top cock or control valve. The fireplace was danger tagged until all repairs are made.  The technician indicated that this was explained to you, and that you had signed the danger tag. Any and all repairs that are required, are the owners responsibility and should be completed by a certified gas contractor. 

  Sincerely,

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

  Washington Gas

  Customer Answer

  Date: 10/13/2022

  I had a fireplace service man come to the house and all he did was take a flat head screwdriver and the panel came out within 1 second.  He was very upset that 2 Washington Gas people couldn't do it themself so that me and my 91 year old disabled *************** veteran would have had heat, hot water and a stovetop for 6 days.  It hot down to 38 degrees at night and my dad sleeps on the bottom floor.  It was inhuman how we were treated.

  Between the 2 of us it took about 31 phone calls, @20 hours on the phone, and money to pay for the fireplace service to pop the bottom panel.

  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************