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:08/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to have my bill explain to me and the manager ***** would not help or explain why the budget billing was canceled early I still dont have a clue as to why my bill is the way it is

  Business Response

  Date: 09/11/2023

  Happy Monday

  Per account notes December 2022, customer called inquiring about the budget plan and enrolled January 2023. The customer called again August 2023 disputing enrollment and requesting enrollment be canceled; this was completed with current bill. However, there is a new budget plan scheduled to begin with the September bill. Please instruct the customer to call and specify whether or not she wants the account enrolled in budget billing.

• Initial Complaint

  Date:08/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ongoing late billing and posting of payments by Washington Gas

  Business Response

  Date: 09/19/2023

  Hello, 

  This was addressed by upper management July 2023. The customer was given a $25 credit for processing the payment late. There have been no incidents since then. 

  Consumer Relations Department
  Washington Gas   | A WGL Company   
  6801 Industrial Rd., Springfield, VA 22151

• Initial Complaint

  Date:08/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a house at ************************** from June 2020-2022. This was during the pandemic and I could not pay my utilities. I'm a federal government retiree and only had enough to pay my rent. The owner decided to sell the property and I had to move. So later I contacted Washington Gas and made payment arrangements. We setup a 12 month plan. I've been paying $140 a month for the past 5 months. I setup a bill pay with my bank. There computer said I will be finish paying in February 2024. But now I've been getting phone calls from *******************. Washington Gas sent my final balance of $919 for collection. Account #************. I don't understand and it is not fair. I told Washington Gas that I was not changing my bill payments every month. I do not want this collection to be put on my credit report. I'm just getting over Covid again for the 3rd time. I've been staying with my son, because I cannot afford the cost of living in the Washington DC area anymore. Thanks for any help you may be able to provide.

  Business Response

  Date: 09/15/2023

  Records show **************' account was closed as of May 24, 2022. As of this response, there is a balance due of $919.60. If an account is not paid in full after 60 days, it is sent to collections for payment. 

  Unfortunately, Washington Gas cannot set up a payment plan when the account is closed; therefore, ************** should set up a payment plan with the collections group.

  Consumer Services (NB)

• Initial Complaint

  Date:08/23/2023

  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.

  I submitted a one-time online payment with 1 digit of my checking account transposed. As soon as I receive the letter in the mail letting me know the payment had returned. I immediately called the Washington gas company. We updated the account number and I made my next payment in full on time. They returned the $20 return check fee. Between the time of that one payment, and when my bill was due, I did not authorize any additional payments. However, Washington Gas reattempted the payment eight times in charged me eight $20 fees. This is absolutely egregious and erroneous because the issue has been rectified. I reached out to have the $160 in fees reversed and the company has been nonresponsive. My account # is ************. Id like this resolved before my 9/8 payment is due so that I can pay the appropriate amount going forward.

  Business Response

  Date: 09/28/2023

  The initial payment came back returned as the banking information provided could not be found. However, there is an issue in our system right now where returned payments are getting resubmitted for drafting which slaps another return fee when this gets returned and the cycle continues. A permanent fix is being delivered on September 27.
  
  Please advise our customer that all return fees will be credited back, late fees reversed and the cash only flag removed once our back office gets caught up in correcting all impacted customers.

  Consumer Services (NB)

• Initial Complaint

  Date:08/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I moved into my new house in Oct.2018, I called WG to put the gas bill in my name as the new homeowner but they never did . WG kept sending the gas bills as "current resident", which i have been paying and never miss a payment. Fast forward to March 2023, I got a call from washington gas that they need to put the account in my name, I obliged and gave the person my information. The next day, i received an email that a new account has been added to my account and this new stated i am owing $5740.50. At first, i thought i was scammed and ignored the email. On April bill, i saw this total amount and i reached out WG stating how i own this bill since my payment on the old account was update. WG inquired that i submit a proof of payment, which i did. Till date, my old account was never recouncil with the new account and as I am writing this, WG illegally disconnect my service on August 4th and has refused restore until i made the payment they claimed I own but never did. My old account number was ************ and the new acount number is ************. I have also been paying current bills on the new account . Please , I need urgent resolution to this matter as I have kids in the house and I wasn't able to cook and use hot water for days now. Sincerely  ****** *****

  Business Response

  Date: 09/11/2023

  Hello, 

  In review of the account, there was never a call to establish gas service October 23, 2018.  The account was in the name of Current Resident.  I was not until March 8, 2023, that the customer called about a high bill that it was determined the bill was no in his/her name. The customer was advised at that time to stop making payments to the Current Resident (************) because an account in his/her name will be created (************).  The account was created and billed from Oct. 23rd to current in the customer's name.  With regards to the payments made to the Current Resident account, they had to be verified before they could be moved to the account in the customer's name.  Once that information is received, it has to be reviewed/confirmed. It wasn't until August 2nd did WGL receive the email with payment receipts.  The gas service was terminated August 3rd. Once the payments were confirmed, keep in mind this is over a 5-year period, they were transferred to the customer's account that was set up in his/her name. The current bill (attached) shows the payments made to the Current Resident account has been transferred to the customer's account in h/her name #************ ($5309.84). 

  With regards to the receipt attached to the complaint, that was posted to account #************.  It's reflected on the attached current bill. 

  Consumer Relations Department(dj)

  Washington Gas   | A WGL Company   
  6801 Industrial Rd., Springfield, VA 22151
  energy answers. ask us.
  WashingtonGas.com  

  Customer Answer

  Date: 09/19/2023

  This company can lie.. I will look into my old phone and give evidence of when the companies representative called me. Also , I have sent them evidence of payment that I can gather been that I go to the store to pay my bills in cash.  They insisted that they want to see all my payments before they can reconcile the account with the new, even after several explanations that igo to the store to pay.Anyway, Thank BBB but my lawyer will still go after this WG company because my service was terminated illegal. They will have to pay for the pain my kids and I went through during that period because of incompetence. 

• Initial Complaint

  Date:08/17/2023

  Type:Order 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.

  This business has been giving me the runaround on getting my new apartment serviced. The first person I spoke to on Monday said they would send me an email to upload my lease. After 24 hours of no email, I called them and the next associate said that I have to send my lease to them through their generalized customer service email. This is sensitive, private information that should not be sent to a generalized email. They ask me for private information over the phone, like birthday, social security number, etc, and it is apparent that the people I spoke with were working from home. This is extremely sensitive material that should not have to be disclosed in insecure ways to companies that do not have to follow the strict privacy laws that others do (ie HIPAA). Because of their mistake, I will now be without gas for 11 days following the start of my lease with no way to cook food.

  Business Response

  Date: 09/07/2023

  Hello, 

  In review of this account, the gas was turned on August 28th. With regards to the request of personal information being sent, the customer always has the option to visit a walk-in office to provide the information if he/she feels sending it electronically is unsafe.  Please advise if anything else is needed. 

  Consumer Relations Department(dj)

  Washington Gas   |  A WGL Company   
  [email protected]
  6801 Industrial Rd., Springfield, VA 22151
  energy answers. ask us.
  WashingtonGas.com   
  

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Washington Gas has has retroactively billed me for over $700 due to faulty equipment/ gas meter they neglected for over 18 months. Then then had the audacity to not tell me any details but, just sent me a August bill to the extend of over $700, and required a payment. Not sure how I was suddenly financially liable for Company's negligence, but I was willing to pay if they had a methodological explanation of their forensic accounting.After spending about 4 hours on the phone with them- no one can explain to mathematically how they got to this amount, just kept saying based on historical usage. Then, they had the audacity to change all my old bills going back to OCT 22 and changed the amount on my bills attempting to back into the dollar amount they billed me, now I am facing a latefee for charges without an explanation I have been a Washington gas customer for over 8 years through out my time in DMV with the military, This type of lack of transparency and suspicious accounting is unacceptable behavior and they really need to improve on their customer advocacy. Lastly, I apologize to all 4-5 customer service representatives, who were at no fault, who TRIED to help but could not.

  Business Response

  Date: 09/05/2023

  The customer had a billing period where the meter did not register usage dating back to March 2021. When the issue was discovered, the meter was changed April 2023. The customer was rebilled for only 6 months of usage to settle the period where the meter was not registering usage. The customer was advised of this settlement by mail (letter attached). 

  Per the VA Tariff: If the meter is found to be not registering, or is stopped,the Company may calculate, and bill the Customer the proper charge for the unregistered service by reference to the Customer's consumption during similar normal periods. Except in the case of tampering, theft, or unauthorized use,the calculation shall cover a period of not more than six months.

• Initial Complaint

  Date:08/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in April of 2023. I have confirmation of my gas shutoff and that my final bill of $64.66 was paid in full. I then received a second bill for the same amount $64.66 which I paid again and have a confirmation of. The error was caught and a refund was issued for my overpayment of the second $64.66. I now have an outstanding balance showing AGAIN of $64.66 that has now a late fee tacked on bringing it to around $90. I have called several times since April and am assured it is resolved. I now have gotten a collections letter!! My account was closed and paid in full. Please remove this.

  Business Response

  Date: 08/31/2023

  Happy Thursday

  The customer's account has been credited $64.66 to remove the erroneous charge. The account balance is now zero.  

• Initial Complaint

  Date:08/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 12th, 2023, I went onto the Washington Gas website and paid $28.25 by clicking on my bank account information that was already stored on their website. On or around August 15th, 2023, I noticed that my checking account had not cleared the $28.25, so I went back into the Washington Gas website and noticed that know the amount had changed to $31.03. I paid the $31.03 online. I received a letter in the mail from Washington Gas that said "Your gas account has been charged $28.25 for an item that was returned by your bank unpaid. In addition, a return item change of $20.00 has been added to your account". I also received that same letter on June 26th, and the third letter was also sent on another dated. I was charged $60.00 return fees because Washington Gas said that my bank rejected the payments. I want to know why did my Credit Union reject their payments. It has never did that before. I use that bank account for everything. Washington Gas must have sent in the wrong information for my Credit Union to reject it. I contacted Washington Gas and spoke with a customer Service Representative concerning the $60.00 charge. I called Washington Gas 3 separate times and I was told by a Customer Service Representative that the problem was with their Billing Department. The Representative submitted paperwork to the investigative department to correct my account. On August 7th, 2023, I pulled up my Washington Gas account and my gas bill is reading $89.95. My gas bill was suppose to be $29.51. I called Washington Gas and spoke with a different Customer Service Representative and a Supervisor and know they are saying that I put the information into their Washington Gas System wrong. I have had Washington Gas since 2001 and I have never been charged any return fees. Please check my account. I am so mad that when Washington Gas sent the information to my Credit Union some how that is where the problem is. This is the first time I have ever had a problem with Washington Gas. Please help me solve this problem. Thank You. I am asking for Washington Gas to take away the $60.00 return fees.

  Business Response

  Date: 09/07/2023

  Records show there were payments submitted as follows:

  June 12, 2023 in the amount of $28.25; returned on June 15, 2023 for invalid account number.

  June 21, 2023 in the amount of $30.00; returned on June 26, 2023 for invalid account number.

  June 28, 2023 in the amount of $31.03; returned on July 3, 2023 for invalid account number.

  Apparently, the banking information used when making the payment online was incorrect; therefore, when it was submitted for payment, the account number was not valid.

  ******************** should verify the banking information and make the necessary changes. This is not an error of Washington Gas and the return charges are valid.

  Thank you for the opportunity to respond.

  Consumer Relations(NB)

  Customer Answer

  Date: 09/14/2023

  [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 been a customer with Washington Gas for 22 plus years and I have never had this happen to me. I called ***** *** ******* Credit Union to discuss this situation and my Credit Union stated to me that they do not have any information in their system concerning them not accepting the payments that was supposedly sent to them from Washington Gas. I can not believe that I am being charged $60.00 pus $1.35 in late fees. I would like to address  Washington Gas Corporate Office with this complaint. Can I get the name and title of the head person that is in charge of Washington Gas Corporation. My email address is ***********@***.com. I will continue to fight until I get my $30.00 back that I had to pay because I received a phone call from Washington Gas threating to disconnect my gas service if I didn't put something down on my account or pay $61.35 off in full. This is unacceptable from a gas company. I am also asking for the remaining balance of $31.35 to be removed from my account.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:08/06/2023

  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 requested that Washington Gas disconnect an outdoor unmetered gas lantern on my property in August 2022. After a 5-month wait and a number of calls to WG customer service a contractor finally arrived, unannounced, on January 12, 2023 to do the disconnect and cap off the gas line. He assured me he would report that day to WG that the lantern was disconnected. However, I have continued to this day to be billed the monthly flat fee of approx $30 for 18 CCF of gas to the non-existent lantern. I spoke w supervisor Tierra on Jan 17, ******* on Mar 2, and supervisor *** on May 31. *** said there was no record of the work and that they would have to schedule an appt for Jun 1 for someone to come out and verify that it had really been done (!). The workman finally showed up on Jun 21 and saw that I now have a solar lantern there and all the grass has grown back. But, I continue to be billed - most recently in the bill for July. Since I cannot get an effective response from WG customer service, I am asking for BBB assistance. I want the billing to stop, and also for my account to be refunded for the 6 1/2 months of charges I have paid for a lantern WG disconnected on Jan 12, 2023. Note: this is my residence but it is in the name of an LLC - ***** **** **** ********** **., Suite ***, McLean VA ***** - that my husband and I formed for the sole purpose of buying and owning the house. The LLC is to protect our security as I am a protected voter and we do not wish our residential address posted online.

  Business Response

  Date: 08/29/2023

  AUGUST 29, 2023

  WASHINGTON GAS RESPONSE

  ***************************
  **********************
  Arlington, VA*******
  ***** LLC / ************

  Washington Gas received your complaint regarding charges on your gas account for an unmetered gas light. Request submitted for Quality Assurance Team to review your account and your communication with our Call Center.
  
  Based on the review, your account was rebilled. Account billed back to December 28, 2022, gas usage. Eight rebilled statements generated with a statement date of August 28, 2022; each bill covered a different gas usage period as listed on each statement. The first bill covered usage from (12/28/2022 to 01/26/2023). The last bill covered gas usage from (7/27/2023 – 08/23/2023). The first and the last August 28, 2023, bills included. All rebilled statements will be available to review August 31, 2023. Based on the adjustment your account now reflects a credit of $102.74, reference attached bill.
  
  There are two options with the existing credit (1) contact Washington Gas and request to have the credit refunded. A refund check will be processed and mailed to you. Second option (2) keep the credit on your gas account and your upcoming bills/amount due will be deducted from the credit.
  
  Your interaction with Washington Gas Call Center is under review. Our Quality Assurance Department will evaluate and provide training as needed to all advocates. On behalf of Washington Gas, we apologize for the delay getting this matter resolved for you.
  
  Sincerely, 
  
  Consumer Relations Department (kv)
  Washington Gas   | A WGL Company   
  6801 Industrial Rd., Springfield, VA 22151

  Customer Answer

  Date: 09/02/2023

  [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,
  
  ***************************