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

  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:10/04/2022

  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 had turned off my service since they had to change my gas meter due to changes in the Arlington county meter safety code for meters. Washington gas forgot to turned it back on and has left me without gas for over 2 weeks . I have no hot water, no heat and no gas to cook meals , and I have a disability. I have called Washington gas 10 times or more and they haven't solved the issue. I spoke to 3 supervisors who were supposed to send someone to turn of the gas on three different days. I waited on 3 different occasions and no one called or showed up. They have terrible customer service and the people who pick up the phone are from Philippines and are located there. The connection is really bad and there is a lack of comprehension due to language barrier issues.

  Business Response

  Date: 10/07/2022

  October 7, 2022

  **. ******************,

  When researching your complaint, I was pleased to see that your gas was restored completely on October 5, 2022. We apologize for the many inconveniences you had to endure, in trying to get this matter resolved expeditiously.

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My mother moved into ******************* Apartment complex in July 2021. Over the past year, her gas bills have been erratic, with the summer months costing upwards of $200 & fall months being about $150 for a one-bedroom, one-bathroom apartment (~700 square feet). The winters months (Jan, Feb, Mar 2021) were the cheapest at ~$20 per month. These months make the most sense, as she didn’t use heat due to being on the 4th floor and getting plenty of radiant heat. In order to rectify this billing issue, we submitted three work orders & awaited a technician to show up over the course of nine days from 7am-5pm. We called each day around 9am, then around 1pm to find out that the tech closed the workorder without showing up or calling us. We estimate ~$1,000 in over payment. 

  Business Response

  Date: 10/20/2022

  From: S******, Susan <********@washgas.com>
  Date: Thu, Oct 20, 2022 at 1:45 PM
  Subject: Complaint ID ******* - ***** ******
  To: ***** ****** <*******@mybbb.org>
  Cc: D***, Myron <*********@washgas.com>
  
  Good Afternoon.
  
  I wanted to update you, regarding the Complaint ID referenced above.  Immediate contact was made with *** ****** to schedule a time for our service techs to come back out there, even though we had been able to check the meter on two recent occasions, found the reads to be in line, and changed the meter out completely on October 12, 2022.  We wanted to schedule a more extensive review by tracing the house-piping to the meter, etc. – to make sure that there was no crossed meter situation going on here, which took some time to get scheduled and completed. That extensive testing resulted in the correct meter/lines going to her apartment, so nothing out of the ordinary there was found. After getting that result, we sent all info to the billing specialist to see if there were something happening that she could see, that could possibly have gone wrong over the course of the year – and the result from her investigation (in a nutshell) was that all reads and billing were actual and in line.
  
  Since all investigations have not resulted in any hard reason why the bills were the way they were for the mother’s apartment, but we decided to go ahead and have the old meter that we changed out for a new one on October 12th, pulled to be sent for testing.  This process involves sending the meter to an off-site location in Tennessee (I believe), and the results can take up to 6 months to receive.
  
  I informed *** ****** today, as I promised to keep her in the loop of what we were doing – and advised her that the meter testing can take up to 6 months for us to receive. 
  
  Have a great day,
  
  Susan
  
  SUSAN S******
  Team Leader – Customer Accts  |  WGL   
  
  *  ********@washgas.com
  
  350 Hillandale Ln,  Winchester, VA 22602
  
  ENERGY ANSWERS. ASK US.
  
  *******    

  Customer Answer

  Date: 10/28/2022

  [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:

  I appreciate that Washington Gas changed out the meter, but the fact remains that my mom overpaid for gas throughout the last year.  Living in a one-bedroom, one-bath apartment with one occupant should not correspond to extraordinarily high monthly bills, especially during the summer months.  To correct this obvious error, she should receive a refund. 

  Although the meter was changed out, two separate people from Washington Gas indicated they did not think it was a meter issue.  If its not a meter issue and this overbilling continues, something else must be done to fix whatever is causing the issue.  For instance, permitting and as-built diagrams showing all building distribution of gas will need to be examined, as well as, all billing in the building, and a thorough review of the gas account changing from the apartment complex to my mothers account.  Specifically, in 2018 there were high bills similar to the ones my mother has paid in 2021.  My understanding is that no one has lived in that apartment & the building was constructed around that time.

  Bottom line is that my mother is a senior citizen on fixed income, should not be paying for billing that is clearly too high for an unknown reason, and should receive a refund.

  Thank you for your consideration, **********************

• Initial Complaint

  Date:10/03/2022

  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.

  We bought our house on July 15, 2020, and we start a service with Washington Gas on that day. For the following 2 years, Washington Gas did estimate billings that we always pay in full and on time. In June-July 2022 a technician from Washington Gas came to our house to replace the meter's battery because they realized that our meter was not sending a signal for over 2 years. On the same day, the technician did an actual ready of the meter that was 2,451. They bill us on July 2022 for the use of 786 units on that month because of the lack of actual reading for more than 2 years. We are claiming that we can not know if that consumption was just for us or maybe include the consumption of the former owner. We have never consumed that amount of gas on our former houses, that is why we believe they are charging us for the former owner's consumption. They are charging us for their error about the dead battery. We have already opened at least 3 cases with them, and the result is always the same, they want us to pay for the 786 units. Could you please help us with this case?

  Business Response

  Date: 10/13/2022

  October 13, 2022

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

  In response to your complaint, it was found that when the equipment was changed on your meter in July 2022, an incomplete read was uploaded causing the large balance due. This has been rectified, the account has been rebilled successfully - and you now have a credit in the amount of $142.40. We apologize for the many inconveniences and non-answers that you received, in trying to get this issue resolved. I sent to you my direct email address so that if you have any future concerns or questions, you can reach out to me directly.

  Sincerely,

  Susan S********

  Washington Gas

• Initial Complaint

  Date:09/23/2022

  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.

  Our gas was disconnected for a past due amount yesterday (22 SEP). We called Washington Gas to make the payment to restore service. However, their automated EZ pay system consistently reject our account number even though it was being entered correctly. We spent over an hour on the phone trying to get this system to work. We had three different Washington Gas customer advocates try to make the system work. One customer advocate tried entering the information for us and she was rejected. We asked for a supervisor and was told they supervisor was on another call, but would call us right back. We NEVER heard from the supervisor so we went overnight without gas service. This morning, we began the insanity again. We have now been on the phone with Washington Gas for over an hour and none of their reps can make the system work or help us because its an outsourced system. Were helpless at this point and will likely be without gas service until next week when I have time to drive to their walk in center in downtown DC. While I fully acknowledge that the late payment was our responsibility and that Washington Gas has the full right to disconnect our service for this reason, someone in the company needs to know that their EZpay system is seriously flawed and customers trying to use it to reconnect are powerless to do so.

  Business Response

  Date: 09/27/2022

  September 27, 2022

  Dear ***** & *******************,

  A review of the issues you were facing with our EZ Pay online payment system revealed that you were unable to pay by phone due to your account having a "cash only" status, because of returned payments. I was happy to see that you were able to pay in the office, and have your services restored. We apologize for the inconveniences you endured, in trying to have this issue resolved expeditiously.

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:09/20/2022

  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.

  On September 21 2021 washing gas sen a letter Asking for permission to check our gas line They came made big excavation in our back yard Left They said the original instalers Made some errors In the 1900 They will fix it And restore our service next day 5 days later they are telling mi There's a violation In because the Metter was move In the 1998 But it was done By Washington gas To make it easier For them to read the meters I need help resolving this issue I haven't done anything to create This my email is  ************************

  Business Response

  Date: 09/30/2022

  September 30, 2022

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

  In review of your complaint, it was revealed that you are in need of a new service line & not just a turn on.  We are urgently working to have all logistics completed to have this done (permits , contractor assignment , meter installation), and we understand that you had contact with our Marketing department, and you were informed of next steps needed. We apologize for the delay's you have experienced, but this type of replacement project takes a lot more time, than just a meter replacement. Thank you for your patience.

  Sincerely,

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

  Washington Gas 

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair 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.

  We moved into a new house on July 23rd, 2022 located at **********************************, Springfield, VA *************. The account number for that address is ************. We are also currently being billed for *************************, Springfield, VA ***************** and the account number ************. We have never lived at that address and continue to be billed for it. We have called customer support three times and have an email case open as well, case number ********. Even though we are told that the issue is resolved every time that correspondence is made, we continue to be billed. I've attached the county property record for ***********************************, Springfield, VA **********, which is clearly listed as someone else.

  Business Response

  Date: 09/26/2022

  September 26, 2022

  **. *****************************,

  In review of your complaint, I found that while they did close the account in your name at the wrong address, they failed to have the balance/bills that were incorrectly sent to you, voided.  That has been done, and the contract was cancelled in full.  We apologize for the inconveniences that trying to get this issue rectified has caused you.

  Sincerely,

  Susan S********

  Washington Gas

  Customer Answer

  Date: 09/28/2022

  [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:09/08/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 been attempting to settle my account with Washington Gas for a year now. I have made 18 phone calls and spoken to more than 20 customer service advocates. I call them at least once a month. I had a faulty gas meter and have been overcharged for several months for gas therms that were not used. The faulty meter was replaced in June 2022 and the therm usage has gone back to normal. However, I cannot get their billing department to credit me for the months of incorrect billing. They continue to send me discontinuance notices and add late fees to my bill. I have continued to pay my bill every month for usage for the month. I have attempted to contact Michelle M********, Vice President of Customer Experience by email and/or phone without success.

  Business Response

  Date: 09/19/2022

  September 19, 2022

  **. ***********************, 

  In response to this complaint, you notified us that the issue had been resolved, and you were finally able to have your fathers account closed as of 9/1/2022.  We apologize for the many inconveniences you experienced in trying to resolve this matter.

  Sincerely,

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

  Washington Gas

  Business Response

  Date: 09/26/2022

  September 26, 2022

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

  Please forgive the first response, as it was meant for another customer (notice salutation). Investigations of your account have revealed that although the dial on the meter was malfunctioning and replaced in May 2022, the electronic device attached to the meter (ERT) was found to be in working condition, and was being used to provide the reads during the winter months, so the reads stand as accurate and complete. 

  Sincerely,

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

  Washington Gas

  Customer Answer

  Date: 09/27/2022

  [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: The house was closed down and vacant during those months and the usage was higher than when the house was occupied.  The appliances were checked by Washington Gas and determined to have no leaks.  Since the meter has been replaced (in May) the usage while vacant and during months of use have been in line with past meter reads.  I can prove that the house was vacant and not in use during the months in question.  Washington Gas must address why the meter read while vacant dose not match the meter read while also vacant during the months of 12/12/20 through 9/14/21.  I believe the meter began to misread around the 10/13/21 billing month.  I am requesting to speak with someone within Corporate Headquarters, preferably Michelle M************, VP of Customer Experience.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:09/06/2022

  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.

  I am the daughter of *******************, my deceased father. I was in the process of selling his home last week on 9/2. I called his house insurance, ***** and **** on 8/29 who all very easily worked with me to close these accounts even though my name is not included on the account. Washington Gas has been difficult and I am getting nowhere. I have called twice. Just asked for a supervisor today and was hung up on after a lengthy wait. I was told last week to send documents in establishing his death and my estate letter which I promptly emailed to the address they gave me at [email protected]. I received no reply even after sending another email on Friday evening. It is imperative that I see this through so that the buyer can then open up a new account at the same address. Any help you could provide would be appreciated. I can send you those supporting documents if necessary after you contact me.

  Business Response

  Date: 09/22/2022

  September 22, 2022

  **. ***********************,

  In response to this complaint, you notified us that the issue had been resolved, and you were finally able to have your fathers account closed as of 9/1/2022.  We apologize for the many inconveniences you experienced in trying to resolve this matter.
  
  Sincerely,

  Susan S*********
  Washington Gas

  Customer Answer

  Date: 09/22/2022

  [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: Many thanks!
  
  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:09/01/2022

  Type:Customer Service 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.

  In January of 2022, I overpaid a bill from Washington Gas due February 15 by two cents, but paid it on time. As a result, on my next bill dated March 16, 2022 they marked the bill as "overdue" and charged me a late fee of $1.59. Since then, we've been charged a number of different fees, once paid, most have been reimbursed by Washington Gas, but there continue to be issues with the account. On our most recent bill dated August 18, 2022, we received a "Discontinuance Notice" and were told that to avoid disconnection on September 1, we would need to pay $114.51, as that amount was "past due." Meanwhile, our account's balance is -$37.57... as in, we have a surplus of cash in our account. We were also charged a late fee yet again of $1.59, despite the last bill being paid early. In addition, I have been emailing Washington Gas since February of 2021 to ask them to update the name on the account and they have yet to respond. I've been emailing per the instruction of the customer service associates I have spoken to. I sent an email on August 5 and have yet to receive any acknowledgement.

  Business Response

  Date: 09/22/2022

  September 21, 2022

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

  It was a pleasure to get your account straightened out for you this week, and I will be happy to help you in the future - should you ever again seek assistance. Our apologies that your issue wasn't resolved expeditiously.

  Sincerely,

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

  Washington Gas

  Customer Answer

  Date: 09/22/2022

  
  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. I appreciate your assistance in this matter. 
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  Date:08/26/2022

  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.

  1st communication with Washington Gas Light Company (WGL) was on April, 7, 2022 @ 0820. The Washington Gas Light Company Rep (Cynthia) created case number ********** on account number ending ************. According to WGL rep, the company closed my account number xxxxxxxx **** on Dec 13, 2021. The UDC code mentioned by the rep noted a pending a move. I was not moving from the current address on the account nor had any plans to move from this address. The WGL rep noted the company made an error closing the account. Prior to this date, I had negotiated a fixed price via the Customer Choice Program that WGL advertises. The customer has the option of buying natural gas from natural gas suppliers and a lower gas cost. I negotiated that lower cost of $0.379 with ******** ****** ********* on 03/18/2020 @ 12:50 PM and the term was through March 2023. The WGL Rep opened a new account ************ on 4/7/2022. On 5/20/2022 I had contacted WGL company again to ascertain the status of the previous case number. According to the rep a new account was not necessary and should not have been opened. The WGL Company Rep opened a second case number ********** that was to escalate and resolve the previous case number that was issued. According to the Company Rep, it would take circa 7-14 business day but NLT 09 June 2022 to resolve the case. Since WGL Company closed the original account I am no longer receiving the negotiated price for lower gas cost from ******** ****** ********* @ $0.379 per therm, and now I have been paying for a much higher price for natural gas supply service @ $1.0803 per therm. Since WGL Company has made the error beyond a reasonable degree and no longer honored the lower gas therm that I had negotiated with ******** ****** *********. Since I haven't received any communication from WGL Company I contacted WGL on August 26, 2022 @ 14:58 and explained the situation with the Company rep. The Rep was not helpful and abruptly ended the phone call.

  Business Response

  Date: 09/08/2022

  September 8, 2022

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

  After investigating your complaint & sending you correspondence detailing what we have done to correct it - your old account number has been reinstated and you have been rebilled from the date of the turn-off (December 14, 2021) to the most current bill, using the contracted price of $0.3790 per Therm.  The payments made on the account where they did not bill you correctly have been transferred to the correct account as well.  We apologize for the many inconveniences you had to endure, in trying to get this matter resolved.

  Sincerely,

  Susan S********

  Washington Gas