Business Profile

Natural Gas Companies

Washington Gas

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Complaints

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

Customer Complaints Summary

224 total complaints in the last 3 years.
59 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/26/2023
Type:Billing 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 had a Washington Gas acct at my previous address ********************* Annandale VA, acct #********************, discontinued service when I moved to LA 2 years ago. On July 18, 2023 I inadvertently sent a payment of $236.95 through my online bill pay that was intended for a local La utility ********** ******************** I have phoned them numerous times, 7-24-23, 8-7-23,8-24-23, 9-7-23, 10-3-23, 10-11-23, 10-17-23 and 1026-23, latest case # with them is **********. I have been told ever changing stories and today was simply left on hold for over 1 hour........still no refund!!!
Business Response
Date: 11/14/2023
Happy Tuesday
The customer's account was reviewed and found the refund check issued in July was found to not been cashed. Another refund check was issued 11/13/23 and mailed to the customer at Dockside address. The customer can allow 7-10 business days for the check to arrive by postal mail.
Customer Answer
Date: 11/22/2023
[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. I received the refund check yesterday Nov 21st. After many months of trying to resolve this directly with Washington Gas I am amazed and very appreciative of how just one inquiry from the BBB was able to get this matter resolved!!!!

Regards,

***************************
Initial Complaint
Date:10/22/2023
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.
On Saturday, October 21, 2023, a representative from Washington Gas along with a neighbor whose relative lives at **** ***** ***** ****, Bowie, MD ***** entered my home via a sliding glass door without my permission. I was told by Washington Gas when I called that the person who entered my home with the Washington gas representative called the company because they smelled gas. They did not smell gas when they were on my patio but entered my home, moved my new stove and did not put it back properly and there was no gas. My blind on my sliding gas door was damaged and I want a new one. Also, who gave Washington Gas permission to let anyone else into my home. I also want to speak to the person who entered my home and their supervisor to get an apology.
Business Response
Date: 11/08/2023
The customer's complaint was forwarded to the damages department and a representative advised of the following:
Yes, the customer has been contacted. She is not looking to report any damages. She is upset that her neighbor who she does not know entered her home with the Washington Gas technician who responded to the call for a gas leak.

We have confirmed that the neighbor called in the gas leak and that there was a leak coming from the stove.

The customer will need to call someone to look at the stove as the technicians role is to make the home safe; Washington Gas no longer offers the service to repair appliances.
Customer Answer
Date: 11/08/2023
[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:
I was told that there was no leak from my stove. At first glance of my damage I did not see. Another look my blind is damaged and have left several messages and once was told that I would be contacted and til today have never been contacted. I want my blind replaced and to tell the truth that there was no leak.

Regards,

*********************************
Business Response
Date: 11/14/2023
Good morning
The customer's rejection has been forwarded back to the damage claims department for review and a response. A representative will contact the customer directly to discuss.
Business Response
Date: 11/20/2023
Per the claims department representative:
********************** reached out last week to report that her blind was in fact damaged. I asked her to submit an estimate for the repairs for review on Thursday, November 9th. It was confirmed with the field operations technician there was a gas leak due to one of the burners on the stove being on. Washington Gas' technician simply turned the knob to the “off” position. Washington Gas is unaware of who told her that there was no leak.
Upon receipt of the estimate for damages, Washington Gas will review and decide whether to approve or deny the customer's claim.
Customer Answer
Date: 11/25/2023
[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:
---------- Forwarded message ---------
From: ********************************* <**********************>
Date: Sat, Nov 25, 2023 at 10:56?AM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>

The response that I want to give wasn't an option.

I was told by the company contact to provide picture and cost.

I told ill and told him that I will provide the requested information.

Thank you.

*****************************;
Sent from my ******

Regards,

*********************************
Initial Complaint
Date:10/17/2023
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.
I have two meters with Washington Gas: one that serves my house (meter #******) and an "unmetered" gas light. On September 2, 2022, I called Washington Gas to disconnect the unmetered gas light service. After not hearing back from Washington Gas, on May 31, 2023, I called to follow up. The agent apologized for the lack of communication and **promised an account adjustment (i.e. credit for the unmetered gas light beginning in September 2022)**. On June 28, 2023, a Washington Gas crew came and capped the unmetered line. The unmetered service continued to show up on my bill. On August 3, 2023 I called again and was notified that a technician needed to come out and verify the line was capped. On August 9, 2023, the technician came to my house and verified that the unmetered line had in fact been disconnected and capped. The disconnected, unmetered line continued to be included on my bill. I called yet again on August 29, 203 and the representative said that a May 2023 service order to cap the line was still outstanding, but within 30 days, the unmetered line should be removed from my bill. As of today, October 17, 2023, the line remains on my account and I get nowhere talking with Washington Gas. Please help.I uploaded my most recent bill showing the "unmetered" service for which I am still being charged (see top of page 2).
Business Response
Date: 11/06/2023
Good morning
The customer's service records show the gas light was capped June 2023. After being contacted by the customer October 2023, the customer's bill was corrected by removing the unmetered gas light charges from the August and September bills. The corrected bills are attached for review. I offer a sincere apology for the billing oversight and appreciate the opportunity to address and correct the issue.
Customer Answer
Date: 11/08/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (an account credit totaling $333.29 and removal of the "unmetered" service from my bill (attached)) is satisfactory to me.

Regards,

***********************************
Initial Complaint
Date:10/11/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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, Washington Gas has performed maintenance on my front yard using heavy machinery on February 2023. As a result, the lawn was heavily damaged. I attempted to contact the company 5 times and opened a case number ***********). The company has repeatedly promised to fix my lawn or provide a compensation but nothing was done. I am asking BBB to assist me in having Washington Gas to repair my lawn or provide a compensation so I can do it myself. My account number with Washington Gas -- ************ Thank you,*************************
Initial Complaint
Date:10/04/2023
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.
Hi! We had a gas leak in front of our house late 2022/early 2023. In the course of fixing it, Washington Gas damaged our front yard property. I’ve been calling for nearly a year to seek repairs for their damage that they caused, but no one ever gets back to me. I now have three open ticket numbers with them:#*********************9 #********** I would really appreciate if they could stop telling me they’ll call me back — they never do — and instead rectify the issue that’s nearly one yard old.
Business Response
Date: 10/30/2023
Hello,
The customer has spoken with ************** from the paving department regarding the restoration process.
Consumer Relations Department(dj)
Washington Gas | A WGL Company
********************************************************************
energy answers. ask us.
WashingtonGas.com
Customer Answer
Date: 10/30/2023
[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: ********

Thank you! is there a timeline for when this will be rectified?

Regards,
*******************************
Business Response
Date: 11/01/2023
Hello,
The customer spoke with ************** again on October 31st. Pictures were also provided. The paving of the sidewalk has been completed.
Customer Answer
Date: 11/02/2023
[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: I have researched ****** Image, and I am not seeing where this damage previously existed. The paving of our yard was not completed. Please send the ****** Images that show this damage having been pre-existing. Thank you!

Regards,

*******************************
Business Response
Date: 11/14/2023
************** spoke with the customer again on October 31st. regarding this concern.
Business Response
Date: 11/30/2023
This customer is in direct contact with the paving liaison with WGL, ***************
Customer Answer
Date: 11/30/2023
[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: Thank you for the response! But I haven't heard from ************** in some time. Is it possible that he can call me? I have missed calls from what may be his number, but I do not have voicemails. Thanks, again.

Regards,

*******************************
Initial Complaint
Date:10/03/2023
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.
On Oct. 3, 2023, my gas services were disconnected for a balance of $611.83. I paid $600 the same day the services were disconnected which left a balance of $11.83. I then called Washington Gas requesting to have my services reinstated. They informed me that they will not have a technician available until 10/4/2023 7-5 PM. I asked the supervisor if there was a way an urgent request could be submitted due to the fact that my 87-year-old grandmother and baby were in the household and we were unable to go 48 hours without using our stove and hot water to take a bath which my children had to attend school. I find it very disgusting that they were able to disconnect my services before 7 AM this morning and then inform me that it cannot be connected back until the next business day. Washington Gas needs to have protocols in place for certain situations and I find it disturbing that I was informed that there is nothing they can do to assist a customer. This is offensive. Please assist them with implementing better protocols when they disconnect services. It is not fair that you can get paid but I still have no service. That is unethical on every level. I do not feel that I should pay a reconnection fee if my services aren't turned on right away and NOT when Washington Gas feels like it.
Business Response
Date: 10/05/2023
October 5, 2023

************
*** *** ******
Hyattsville, MD *****

RE: Washington Gas Account #************

Washington Gas reviewed the complaint filed with the Better Business Bureau. Current statement dated September 11, 2023 (included in response), reflected a past due balance and current charges due. Bill stated outstanding balance due September 25, 2023, to prevent disconnection. Bill references on page 1 “what if you don’t pay” when gas disconnected by Washington Gas.

Verified, your $600.00 payment paid October 3, 2023, after gas disconnected. Washington Gas schedules services orders to reconnect gas the next business day after payment received. There is a note on the account stating the Call Center Representative advised you that the gas will be restored on October 4th, the next business day. However, the representative did reach out to Washington Gas Dispatch to see if a technician was available to dispatch October 3rd to turn the gas back on. Based on the high number of scheduled orders for that day a technician could not be dispatched the same day. Gas restored October 4, 2023, the next business day after payment made.

September 11, 2023, billing statement states what charges you must pay when gas is disconnected. Washington Gas is a regulated utility, fee accessed to restore the gas approved by Maryland Tariff. Charge listed on your next billing statement.

Consumer Relations Department (kv)
Washington Gas | A WGL Company
6801 Industrial Rd., Springfield, VA 22151
energy answers. ask us.
Initial Complaint
Date:09/29/2023
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 received a letter September 2023 that our address was currently using Gas but they had no account on file. We have lived here since August 2022, have an account and have been paying the monthly bill. When I received the letter it said "Final Notice" and that if someone didn't call to put a name on account the service would be cut off. When I called to inquire they said they couldn't talk to me because the name on the account was my husband's. When I had permission given to them from my husband to speak to me about the issue they said that a request had been made in June 2023 to stop service. They can't tell me when, why or how this was done. I've now had to prove my proof of residence where I have lived for the last year consuming and paying for gas. They have responded to my proof including a signed lease to say the lease isn't signed (it is). I still do not have resolution nor have they told me how it could possibly happen to have my utility shut off when no request was made. Mismanagement and mishandling of personal information has been done by Washington Gas. An investigation needs to be made on how this could happen and how they mishandle personal information. I eventually expect to receive a bill with backlogged charges that were not tied to my account.
Business Response
Date: 11/07/2023
In June 2023, a customer contacted Washington Gas and requested gas service at this address, causing the account to be closed for *** **********. However, the new customer later discovered the wrong address was provided and then requested the service to be taken out of their name and placed at their correct address.

The account has been corrected. On behalf of Washington Gas, I would like to extend our sincerest apology for the inconvenience this has caused.

Consumer Relations
Customer Answer
Date: 11/08/2023
[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:09/27/2023
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.
On or around 9/18/2023, I observed an attempted transaction withdrawing $1,581.96 from my personal bank account. After making a call to my bank, they informed me that they linked the number of the organization that made the transaction back to WG. I received no notification of the purpose of the transaction and was forced to track down what happened on my own. I called WG and they told me that they had been making estimates back since 2019 and that their estimates were wrong and they were taking a lump sum out of my account. I told them my intentions to dispute their actions and that I needed documentation in writing (email) regarding what happened. After calling back and not getting any definitive answers, the agent I spoke with opened an investigation with the "back office" and sent someone to my house to check the meter. The person at my house said they checked the meter and that it was clearly "a reading error" and that when they charged my account they "put the wrong figure" and that it was "a Washington Gas's error". Later on that person made a phone call to someone in the back office and called me back stating that there was no error. Still not understanding what any of this meant, I told the person that I wanted something in writing so I could begin to make sense of what was going on. While I was waiting to hear back from the company, anyone, I saw a withdrawal of $1,581.96 against my account and no reconciliation of the dispute I opened with the back office. First, I do not feel like I should be punished for a mistake WG made from 2019. To this day they have yet to explain to me the full situation or charges, let alone sent me anything in writing. I have always paid my gas bill on time and according to schedule (as indicated in my Letter of Credit with a GOOD rating from Washington Gas). Nothing about this was done in good faith. I feel backstabbed and I personally believe this is very unethical. I want accountability and my money back.
Business Response
Date: 10/12/2023
October 12, 2023

*************************
*********************
Clifton, VA *****

Washington Gas reviewed the complaint you filed with the Better Business Bureau.

Records show that your account was billed with estimated meter reads. An actual meter reading with your consumption was received and your account rebilled based on this reading. Unfortunately, the corrected bills were not originally rebilled within the 12-month period as approved/listed in the Virginia Tariff for rebilling a customer’s account.

Based on the Virginia Tariff your account was correctly rebilled. Attached, billing statements with a September 25, 2023, bill date. Each bill covered a different gas usage period as listed on the upper right-hand corner of the first page.

Records also show that you filed a case with the Virginia State Commission. Response from Washington Gas sent back to the Commission.

Attached billing statement dated September 25, 2023, period 8/15/2023 to 9/15/2023 reflects the current credit on your account. You have two options: Leave the credit on your account, future bills will be deducted from this credit or contact Washington Gas and request a refund check for the credit.

Payment deducted from your account ($1,581.96), returned to your bank on September 29, 2023. Return reason “unauthorized by consumer.”

Consumer Relations Department (kv)
Washington Gas | A WGL Company
6801 Industrial Rd., Springfield, VA 22151
Initial Complaint
Date:09/27/2023
Type:Billing 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.
Hi, ****************** under EAP issued a pledge check amount of $467.55 to my Washington gas account and it was sent on April 28,2023. I was told to make payment to remaining balance after the pledge amount $467.55. The check cleared by Washington Gas on June 22, 2023 and posted to my account late on august 25th, 2023 by Washington gas EAP team. But unfortunately the payment wasn’t posted on my account on time or sooner and the security deposit was posted because of this on July. If you see my payment history last few months you will see I made payment after the pledge amount. I opened case several time to weave the security deposit since it wasn’t my fault because pledge was on hold of Washington gas finance department and they didn’t post it on time. I am tired of calling and explaining my situation. I was told to add automatic payment to wave it and this is not possible for me since my monthly income is low and I make payment when I get paid. Please kindly remove the security deposit from my account and I don’t have any past due payment right now beside the security deposit. I’m so frustrated by the customer service support toward issue. Below I provided for information. Please talk to washington gas EAP team or financial team to clear it out. Information below was provided my EAP team: April 28 check sent amount $467.55 check cleared: June 22,2023 Check number ****** Thanks,Md ***********************
Business Response
Date: 10/09/2023
Records show that a payment was received and posted to the account on August 22, 2023 in the amount of $467.55. I have removed the deposit and as of this response, the account has a balance due of $61.66.
On behalf of Washington Gas, I extend my sincerest apology for the inconvenience this has caused.
Consumer Relations (NB)
Customer Answer
Date: 10/09/2023
[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:09/26/2023
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.
On September 6, I received an email from Washington Gas stating that my payment of $34.75 had been received. On September 19 I received a letter from Washington Gas stating that $34.75 was charged TO my account and another $25 was charged for a return payment fee. According to my bill, Washington Gas took payments from me on September 6, 12,and 18, although nothing reflects on our checking account to show this. Washington Gas is stating that we have an outstanding bill showing. They have also suspended our automatic payment account which on my end was successfully set up and moved our account to a cash only account. I have checked my bank records and cannot see were Washington gas has debited the money from us even though automatic payment was set up. I called Washington Gas on September 19 regarding a letter that was received stating that the $34.75 was returned. When I spoke on the phone, the gentleman told me that an investigation would be done as to why the account was not properly withdrawn and our $25 overcharge fee would be returned. Never during that conversation was my checking account number validated for any errors that might have occurred. Only my routing number. Yet Washington Gas continues to say that my account number is wrong and continues to attempt to debit my account on a weekly basis and charging me overdraft fees. No attempt to resolve. This issue has happened on behalf of Washington Gas. I called today and requested to speak to a supervisor and was told that One would call me back within 24 hours. I will update this claim regarding whether I’m able to speak with a supervisor or not. The lack of help from Washington Gas is beyond frustrating and the inability for the to be able to accurately charge my account is beyond frustrating.
Customer Answer
Date: 09/27/2023
Hello,
I called and spoke with someone at Washington Gas today. The first time I called, the representative was on the phone and no one would answer so I had to end the call. The sec time I was on the phone with the representative for 18 minutes while he received my file. The next time I spoke with someone who was able to help. They explained to me that WG is currently having issues with customers accounts being charged multiple times with overage fees. He said my claim would be forwarded up to a supervisor and he would have the charges taken off. There are currently around $80 worth of charges on my account that are from there, in ability to accurately charge my account.
I did ask if there was anyway that they could verify the account number on file so we could see if it was inputted incorrectly. He said they cannot see the actual account number so he did offer to add a new account number on file so I could pay the actual amount owed for the gas that was used instead of the overage charges.
now I just need to insure the charges are removed. It should not have taken me 5 phone calls to get this resolved though assuming it is resolved
Business Response
Date: 10/06/2023
Greetings,
It has been discovered the system incorrectly attempted to re-process these payments which caused additional return payment fees for impacted customers. All fees and associated late fees have been reversed for those accounts where this occurred. It is important to note there were no fees associated with the customers banking institution as the account information provided was incorrect. The system issue was corrected September 27th.
Consumer Relations Department(dj)
Washington Gas | A WGL Company
6801 Industrial Rd., Springfield, VA 22151
energy answers. ask us.
WashingtonGas.com
Customer Answer
Date: 10/06/2023
[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,

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

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Washington Gas is NOT a BBB Accredited Business.