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:08/17/2022

  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.

  They turned off my gas even though two days prior they cashed a check for 490.00. The never left any notification of the disruption in service. I called them this past Friday 8/12 in the morning they said they could not get anyone back out to turn the gas back on. I had to wait until the following Monday to have my gas turned back on. I have two kids. I couldn't cook / no bath or showers etc. They cashed my check two days earlier yet came out and **** the gas off.

  Business Response

  Date: 09/20/2022

  September 20, 2022

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

  Per your request, Executive contact was made and the $50 credit will be credited to your account, for the experience described in your complaint.  Again, we apologize for the inconveniences you endured.

  Sincerely,

  Susan S*********

  Washington Gas

• Initial Complaint

  Date:08/10/2022

  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 a ** **** Veteran and a current *** Employee and I have been a Washington Gas customer since October 2017 at **** ***** *****, Alexandria, VA *****. In July 2022, I moved to **** ****** **** **., Alexandria VA ***** keeping Washington Gas as my service provider. I received a bill for $385.00 indicating that I must pay a security deposit since I have not established a 12-month billing period at my current residence. This makes no sense to me since my account at **** ***** ***** was in excellent standing and I am due a refund from that service. I do realize that I should pay a connection fee when establishing new service at a difference residence but to have to pay an additional deposit is unacceptable. I am very pleased with my service and the customer service reps but the transferring service or moving to a new residence process must be better. Finally, Washington Gas sent me a bill for $17.41 on an account (*************) that does not belong to me. I paid it not realizing that it was not my account.

  Business Response

  Date: 08/19/2022

  August 19, 2022

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

  As communicated to you on 8/16/2022, we have waived the Security Deposit AND the Service Initiation Fee on your new account, and will also be transferring the $17.41 paid to account ************ to the new account. We apologize for the many inconveniences that you have experienced, since opening your new account.

  Sincerely,

  Susan S*********

  Washington Gas

  Customer Answer

  Date: 08/20/2022

  [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:07/29/2022

  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.

  I own property **** **** **, Washington DC, Account number ************. The house is currently under renovation and has not used any Gas in over a year and I have my account set to auto-draft since the bill is typically $25 for the account management fees and Zero Usage. In March, Washington Gas claimed that my meter reading went from 5,357 units to 5,356 units. This negative drop in the meter was interpreted as 9,999 units of usage and my checking account was auto-drafted for $13,699.86 as well as a late charge of $136.70 (which would not make sense, seeing as how my account was previously auto-drafted. This error has caused over $5,000 in other fees, overdrafts, late fees, and cancellations across a number of other accounts. After several months of dealing with Washington Gas Back Office on tickets **********, **********, and **********, they still refuse to provide an update.

  Business Response

  Date: 08/09/2022

  August 9, 2022

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

  In receipt of your complaint, an escalated refund was submitted an processed to return to you by electronic ACH payment, the $13699.74. Correspondences to notify you by both email and telephone message, that the money was being processed for refund by ACH, in addition to the late fee of $136.60, have gone unanswered - with the last call and email sent 4 working days ago.  In the correspondence, I explained that documentation for the additional $5,000 in fees could be emailed to me for submission to our damages/insurance team for processing and approval.  A request was also made in the correspondence, for us to remove the meter, until renovations are complete, which would end the minimum charge each month.  We will arrange to have the meter re-set, when you are ready.  There will be a note on your account about the meter removal, should you choose to go that route - OR you can email me directly and I can arrange for that to happen.

  We apologize again for the inconveniences that you have endured, in trying to resolve these issues.

  Sincerely,

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

  Washington Gas

• Initial Complaint

  Date:07/20/2022

  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 moved into a new home in late June. I set up my Washington Gas account. They charge $205 to initiate an account, but the fee is waived if you set up autopay. I have autopay set up, but the account continued to list the additional charges, and I have ultimately been charged the excess fee. I called twice to resolve the issue. The first representative told me to unenroll from autopay, and avoid paying the fee. I explained that the fee is waived because I am in autopay, so I should not unenroll. They then put me on hold to speak to a supervisor, and upon return promised that the fee would be removed from my account. It was not. I called again to discuss the issue. The representative I spoke with said that I was entitled to having the fee waived. I then explained that I wanted to ensure that I was not charged the money, since I just moved, and my finances are strained. She said she understood and would make sure I was not charged the additional money. I asked for some confirmation about the charge, and she placed me on hold. When she returned she said that she could not hear me, but assured me that she would call me back directly. She never called me back. I then received a paper bill in the mail, which showed the fee being waived, and how much I owed ($17.69). To be proactive, I logged on and paid that amount early, on 07/13. Then, for some reason, they automatically charged me the $205.00 on 07/14, before it would have even been due, if it had not been waived. Ideally, I would like for this problem to have never occurred, since there is currently money wrongfully missing from my account. Since that is not possible, I would like the amount refunded as soon as possible.

  Business Response

  Date: 07/27/2022

  July 27, 2022

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

  In review of your complaint, an immediate issuance of a refund was submitted by ACH electronic transaction, for the deposit amount that was to be waived.  You should see it posted into your account, within the next 3 days - if it is not already there. We apologize for the inconveniences this has caused.

  Sincerely,

  Susan S*********

  Washington Gas

• Initial Complaint

  Date:07/19/2022

  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.

  on April 10, 2022, I as the consumer notified WASHINGTON GAS of a BILLING ERROR pursuant to title 12 CFR 1026.13(a)(4)(5) on account# ************, in the amount of $ 216.15, then the amount went up to $ 453.09 since then the Billing Statement decreased to $ 269.88 as of June 2022. Now for the month of July I the consumer get a DISCONTINUANCE NOTICE for non-payment; WASHINGTON GAS never responded or investigated the Billing Error and that's a violation of 12 CFR 1026.13(d)Rules pending resolution. Until a billing error is resolved under paragraph (e) or (f) of this section, the following rules apply: (1) Consumer's right to withhold disputed amount; collection action prohibited. The consumer need not pay (and the creditor may not try to collect) any portion of any required payment that the consumer believes is related to the disputed amount (including related finance or other charges). If the cardholder has enrolled in an automatic payment plan offered by the card issuer and has agreed to pay the credit card indebtedness by periodic deductions from the cardholder's deposit account, the card issuer shall not deduct any part of the disputed amount or related finance or other charges if a billing error notice is received any time up to 3 business days before the scheduled payment date. ALSO, I as the consumer tried multiple times sending Certified Mail-Return Receipt and the Mail was never delivered Suspiciously, that's a Violation of 18 USC 1701-Obstruction of mails generally. It says, whoever knowingly and willfully obstructs or retards the passage of the mail, or any carrier or conveyance carrying the mail, shall be fined under this title or imprisoned not more than six months, or both. I as the consumer is requesting that WASHINGTON GAS zero out the balance and credit my account. DO NOT CLOSE, SUSPEND, TERMINATE, DISCONTINUE AND OR FREEZE my account in any manner.

  Business Response

  Date: 07/27/2022

  July 27, 2022

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

  In review of your complaint, an investigation revealed that on April 14, 2022 the authorized person listed on your account at the time ********************* (daughter) was informed when she called in to inquire about the current charges on your April bill - and it was explained to her that the April 6th bill consisted of previously unpaid charges of $79.36 from the March 4th bill, plus the current budget payment of $136.00 & a $0.79 late fee that equaled $216.15 due on April 28, 2022.  Your daughter then asked that you be removed from the budget plan that day, which we did.  The May 5th bill consisted of the previously unpaid amount due from the April 6th bill of $216.15, the current charges of $121.81, and then the balancing out due from cancelling the budget before year-end (amounts due that were not covered by the $136 payments each month) for a total due of $453.09.  A payment of $250 was received on May 31, 2022 - so that reduced the balance carried fwd to the June 6 bill to $203.09 - in addition to the current charges for that period were $64.78, and a late fee of $2.01 made the June bill $269.88 due.
  
  We apologize if this was not explained to your authorized representative back in April, in detail.
  
  Sincerely,
  
  Susan S******
  Washington Gas
  

  Customer Answer

  Date: 08/01/2022

  [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:
  

  on April 10, 2022, I the consumer called and was falsely lied to because I requested full disclosure on account ************ and got hung up on (phone call ended).   April 14, 2022, my daughter (*********************) called to request additional information far as speaking to a CEO or CFO about this alleged debt and never got the information, my daughter (*********************) never called to be takin off of a budget plan because I the consumer and my daughter (*********************) was not aware of any budget plan, and a BUDGET PLAN was never mentioned to me the consumer (NO FULL DISCLOSURE). Thats a violation of 15 USC 1692e(2)(A)(5) False or Misleading representations. WASHINGTON GAS also violated 15 USC 1692j(a) Furnishing certain deceptive forms.  WASHINGTON GAS fraudulently furnished my daughter (*********************) information on a monthly billing statement without prior consent. BILLING STATEMENT BILL DATE IS MAY 6, 2022-DUE DATE IS MAY 27,2022($453.09).  I've sent multiple written communications CERTIFIED MAIL RETURN RECEIPTS and never got a response do to MAIL FRAUD pursuant to 18 USC  1701-Obstruction of mails generally. It says, whoever knowingly and willfully obstructs or retards the passage of the mail, or any carrier or conveyance carrying the mail, shall be fined under this title or imprisoned not more than six months, or both. I as the consumer is requesting that WASHINGTON GAS zero out the balance and credit my account moving forward. DO NOT CLOSE, SUSPEND, TERMINATE, DISCONTINUE AND OR FREEZE my account in any manner. THIS IS A BILLING ERROR THAT NEEDS TO BE INVESTIGATED pursuant to title 12 CFR 1026.13(4) BILLING ERROR RESOLUTION -A reflection on a periodic statement of the creditor's failure to credit properly a payment or other credit issued to the consumer's account. I WILL NOT BE DISCRIMINATED AGAINST, according to 18 USC 8-Obligation or Other Security of ***************** Defined.  I the consumer is not responsible for this alleged debt.  18 USC 8 says The term "obligation or other security of *****************" includes all bonds, certificates of indebtedness, national bank currency, *************** notes, *************** bank notes, coupons, ************* notes, Treasury notes, gold certificates, silver certificates, fractional notes, certificates of deposit, bills, checks, or drafts for money, drawn by or upon authorized officers of *****************, stamps and other representatives of value, of whatever denomination, issued under any Act of Congress, and canceled ************* stamps.  I'm the (ORIGINAL CREDITOR) who originated the credit transaction to WASHINGTON GAS with my CREDIT CARD-(SSN) which is payment pursuant to title 15 USC 1602l of TILA-Truth in Lending Act.
  
  Regards,
  
  *********************