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:08/03/2023

  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 am a former resident of Washington DC and former customer of Washington Gas. I moved out of Washington DC in June 2022, and therefore closed my account with Washington Gas. I have received multiple charges from Washington Gas beginning in June of 2023, which were directly withdrawn from my account. This was an unauthorized transaction. I contacted Washington Gas to request that my banking information is removed from their systems, and to receive a refund. Washington Gas responded stating they cannot share information regarding this charge as my name is not listed on any accounts. Washington Gas is refusing to remove my banking information from their systems. Additionally, I have not received any refunds from Washington Gas. Washington Gas is dismissing my complaints and continuing to perform unauthorized transactions using my banking information. The customer service representatives were unresponsive to my messages.

  Business Response

  Date: 08/25/2023

  This complaint has been investigated and below are the findings.

  Case for ************************* is complete. Washington Gas Quality Assurance & Call Center Coaching Department reviewed the gas account for this service address. Review showed:
  
  REQUEST: ****** spoke with a Call Center representative June 3, 2022 requesting to have her name removed from the account and transferred to her roommate ******* *******.
  ISSUE: Representative should have advised her of Washington Gas privacy policy; she cannot put the gas account in another person’s name. Should have been advised to have ******* ******* call to start a new account in her name. *** ******* would need to provide her personal information advising she wanted a new gas account. When *** ******* called the account in *** ****** name would automatically close.
  RESULT: Process to close an account and start a new account was not done correctly. Both gas accounts had the same Washington Gas account number for this address. ****** ****** online profile and ******* ******* online profiles were also associated with the same gas account number.
  CORRECTION: Washington Gas Escalation Team will contact ******* ******* and advise her that a new active account must be established in her name. This will eliminate her name from account #************, ****** ****** account.
  
  PAYMENTS – The first two payments were made with a credit card (June 26, 2023 and July 16, 2023) see reference below. Both payments returned - “”customer advises not authorized”
  
  06/26/2023          20:05:27            SERVICE_USER CA:************ , Payment amount: $23.89 , PaymentType: CC (Credit Card)
  
  07/16/2023          09:11:55            SERVICE_USER CA:************ , Payment amount: $23.89 , PaymentType: CC (Credit Card)
  
  The last payment processed July 25, 2023 on this account. Made with a bank account ending with 1000.
  
  SITUATION: There are two Online Profiles for **** ******** ** NW, *** (************). One created by ****** ****** and one created by ******* *******. Both users are active because the account number is still active/associated with both customers, also ***. ****** had not deleted her online profile. 
  CORRECTION: Since ****** ****** requested to close her account our department has deleted her online profile. This will also remove her from notifications for the active account (email notice). *** ****** will be advised to create a new Online Profile for the account number she will be provided when she speaks with the Escalation Team member.
  
  Consumer Relations (NB)

  Customer Answer

  Date: 08/31/2023

  [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 not received a refund for the charge I received on July 27, 2023. I would like to be refunded for the charge as I am not a customer, and supplied proof that I moved over a year ago from that apartment. 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 09/12/2023

  **************** advised that two payments were taken out of her account. Both payments were returned to her bank. An additional payment of $23.89 was made from a bank account that ended in ****. Washington Gas did not receive a dispute from a bank account for this payment. I do not know if *************** made this payment or if the payment was made by someone else.
  
  If a third payment was made by **************** she has two options, dispute the payment with her bank. If she does this the payment would be returned as the other two payments she disputed. The other option is for *************** to submit her bank statement showing the third payment was taken out of her account. She can email the bank statement to: [email protected]

• Initial Complaint

  Date:07/21/2023

  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.

  Hello, Fraud Alert! I have filled a similar complaint against Washing Gas in the past. Washing Gas receives energy assistance funds from social services and other agencies on my behalf and while I have about $500 credit on my account from energy assistance program and other sources, they hide this amount not showing it on any statements they sent me, and instead they sent me disconnect notices and other statements with 3 different late payment fees in each statement. I have spoken with them several times but no action has been taken. This is FRAUD when they are hiding the energy assistance funding on my account and they do not apply it to my balance and do not show it on my statements. They keep also charging me late fees for months while I have about $500 credit on my account. All these late payment charges has to be CANCELED AND REFUNDED to my account while I always have that much credit on my account. Washington Gas company has to provide proof on what they have done with all the funding they have received from different sources for me and other clients. Any legal professional reading this is allowed to contact me to take legal action against Washing Gas company. Thank you for your assistance.

  Business Response

  Date: 08/01/2023

  AUGUST 1, 2023

  WASHINGTON GAS RESPONSE

  ********************************* / ************
  ***** **************** / STERLING VA *****-****

  Washington Gas received your complaint regarding your Energy assistance pledges not posting on your account. Reviewed your payment history and your billing statements. On January 13, 2023, Washington Gas received an Energy pledge in the amount of $302.56 for your gas account. On January 17, 2023, Washington Gas received an Energy pledge in the amount of $120.08 for your gas account. Total pledges received is $422.64 for your Washington Gas account. 

  Attached your January 2023 and February 2023 Billing Statements. January bill reflects the total amount due on your account. February bill shows the two Energy pledges received/credited to your gas account. Your July 3, 2023, Washington Gas bill is correct. Washington Gas has not received any additional Energy pledges or payments in your name. The only other payment received after the January energy pledges, posted May 22, 2023, in the amount of $138.31.

  Sincerely, 

  Consumer Relations Department (kv)
  Washington Gas   |  A *** Company   
  ********************************************************************

• Initial Complaint

  Date:07/19/2023

  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 came home on Jul 17, 2023, realized there was no hot water and later that stove did not work. My son said our gas had been cut (my bill is on autopay, it wasn’t a billing issue), Washington Gas had my meter replaced but did not leave any notice or tag on the meter. I called Washington Gas but they were closed. On Tuesday, July 18 I called as soon as they were open and the customer advocate scheduled it to be turned on between 9am to 4pm, so I canceled my job for that day and waited, I called the call center several times, then was told they could come as late as 9pm. No one called me back or showed up. On Wednesday July 19, I called again and the customer advocate said someone would be there between 9am to 1 pm. She also said someone came day before and said dog was off leash (not true) lie, no one knocked on door, my dog was in house or fenced backyard, gas meter is in front of house. Again no one came. I called Washington Gas again ( about my 6th call) this time I was told it had never been scheduled that morning (I had talked to 2 different customer advocates who said it was scheduled but they scheduled again and said a technician would arrive between 1-5pm but it could go to 9pm. I asked to speak to a supervisor and was put through to ***** (*******) he assured me someone would come by 5. I called again at 5 and was told they were on the way. It is now 10pm no one showed. Around 7 pm I got a call from Washington Gas asking me to take survey about the technician, which I did (a fail in my mind because no one showed, (wonder what triggered that call). Washington Gas is closed so tomorrow, day 3 with no hot water or ability to use stove. I’ll call again in the morning but I can’t take the day off. Worse management and customer service ever. The customer advocates are polite and apologize but never do they call me back, I asked for name of technician, I ask for status but the advocates are clueless, they just seem to fill out a form, all discussion is scripted but I see no evidence of coordination with technicians and every day is a waiting game. I’m 69 with a compromised immunity and not having hot water for days is a health hazard. I don’t understand why I have to call every morning to get scheduled when they know no one showed up. I was told the technician would call me 30 minutes before they show, I confirmed what phone number they should call on. I’ve missed two days of commitments to wait and it looks like it could be many more. Washington Gas e-mails me regularly about my bill yet they cannot provide basic customer service. Changing my gas meter without leaving a notice in my mail box is dangerous, I kept trying to light my stove with a lighter. Washington Gas records the phone conversations there are probably 7 + from me.

  Business Response

  Date: 08/11/2023

  Hello, 

  Washington Gas reviewed the complaint filed with the Better Business Bureau regarding the disconnection of your gas. Our records show that Washington Gas mailed three letters to you regarding maintenance at your property. Attached, are the form letters that were mailed to you. The first two letters mailed May 9, 2023, and May 25, 2023, to your home. Third letter attached mailed June 29, 2023. Third letters stated, "If you do not schedule an appointment with our contractor to coordinate access to your home for service restoration and to relight your gas appliances, we may interrupt your gas service to complete the maintenance as Washington Gas schedule allows."

  Washington Gas Quality Assurance Department also reviewed the calls between you and Call Center advocates. Response received states that there were some concerns regarding the calls (1) when you asked to speak to a supervisor the advocate should have immediately reached out to a supervisor to speak with you. (2) advocate should have restated what was discussed and what the next steps would be (3) advocate should not have placed you on hold more than two minutes. Also advised that advocate should have put in a second service order for the same business day. Advocates will be coached by Call Center supervisors to provide the level of service Washington Gas customers should receive. Based on the issues with the Call Center advocates a one-time courtesy credit in the amount of $76.00 applied to your account. Your August 8, 2023, billing statement states this is your new budget bill amount in your plan. 
  
  Consumer Relations Department (kv)
  Washington Gas   | A WGL Company   
  6801 Industrial Rd., Springfield, VA 22151
  energy answers. ask us.

• Initial Complaint

  Date:07/14/2023

  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.

  WashGas disconnected my service in Sept. 2022. Repeated attempts to resolve directly with them failed. I then contacted Fairfax Consumer Affairs, who eventually brokered an agreement between myself & WashGas whereby I would pay 50% of an outstanding amount of $1477.45 up-front, and the remainder would be put on a payment plan. I then provided my bank-routing number and account number to WashGas as they requested, so they could take the up-front pymt. They then sent me a payment-confirmation via SMS text-msg. However, my next stmt failed to reflect this pymt, instead indicating that I still owed that amt along with several late fees. I called them and was advised that the adjustment took time, and to wait for another billing cycle, which I did. The following statement again failed to reflect the up-front pymt, but included add'l late charges. Again I called, and again I was told to await another billing cycle, which I again did. The 3rd stmt was the same - no adjustment, but addt'l late fees. I then emailed WashGas several times for an explanation - no response received. All throughout I have continued to make pymts on my normal monthly bill. Recently WashGas communicated that they would disconnect service on July 17th. I am seeking assistance to get WashGas to honor the original agreement, reverse all subsequent late charges, issue a statement correctly reflecting my current payment status including all subsequent pymts made, and confirm that they will no longer be disconnecting my service. Please find attached 3 supporting documents: 1) Email describing original agreement, 2) Screenshot of SMS msg from WashGas containing pymt confirmation, and 3) WashGas statement illustrating that pymt was not reflected, but that instead late-fees were assessed.

  Business Response

  Date: 07/19/2023

  Hello, 

  In review of the account, the payment of $738.72 posted to the account 10/7/2022 (as shown in the attached 10/12/2022 bill).  However, on 10/17/2022 that payment was returned by the bank (reason: account not found) (as shown on the 10/26/2022 bill).  There was also a return charge ($25) added to the account for the returned payment. When payments are made late to an account, late charges are assessed. 

  The customer was entered into an installment agreement that automatically deactivated once the account became delinquent. The June 2, 2023 bill shows the deactivation of the installment agreement. 

  Consumer Relations Department

  Washington Gas   | A WGL Company   
  ********************************************************************
  energy answers. ask us.
  WashingtonGas.com   

• Initial Complaint

  Date:07/13/2023

  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.

  Please assist me in with asking Washington Gas to complete and Audit on Washington Gas Bill. I believe the total balance is not correct and the prior charges was added back to the bill. Please assist me in working this out with Washington Gas

  Business Response

  Date: 07/20/2023

  Attached is Washington Gas' response as provided to the VA SCC:

  Has the customer contacted the Company regarding their most recent statement? No, last Interaction Note on account between ************************* and Washington Gas Call Center was December 16, 2022. Customer called based on November 29, 2022 bill (due $1,458.26)
  
  What was the explanation given to the customer? Note from December 16, 2022 states account set up on 12-month Pay Arrangement. Letter mailed detailing the arrangement included in response. Account also enrolled in Budget Plan.
  
  Interaction Note states “able to speak w/ customer to set up IP (Pay Arrangement) and BBP (Budget Billing Plan). Customer agreed to create the IP with zero down and 11 installments of $132.56 and BBP of $98.00. IP will start in Dec 2022. BBP will start in Jan 2023 bill. Removed late fees as a one-time courtesy balanced lowered to $1,369.26. Dividing this total into 12 installments, will make each installment $114.10 with a final installment of $114.16. Customer said that she will be moving at the end of the school year (June 2023). I informed customer that if the full payment is not received with the final bill, the bal. owed will be transferred to her new account, if she has WG at her new location, and then she can req a new IP. Also, sent customer an email explaining bbp and IP. Included the new IP letter in the email as attachment.”
  
  Was the customer removed from the budget plan? If so, why? Reference March 27, 2023 bill. Total amount due not received by April 18, 2023. Budget Plan deactivated. Pay Arrangement Canceled. Attached PDFs that explain both plans and deactivation policy.
  
  Please provide 12 months of billing and payment history. Included in response, 12-month billing statements and 2021 to 223 payment history Word document.
  
  Also, provide the last 6 months of statements. Included in response, 12-months billing statements
  
  Additional information.
  Amount due on the November 29, 2022 bill placed into a 12-month, no money down Pay Arrangement.
  December 27, 2022 bill (included) shows the total November bill that was placed in the Plan.
  On the bill it will show as a credit because the total amount is now not due in December, rolled into the Plan.
  Credit not based on payment received, customer did not pay the November bill.
  Representative waived late fees on the account as a courtesy ($89.00). Therefore, the total amount placed in the Payment Plan was $1,369.26 (reference letter)
  When the account showed zero past due balance due to Pay Arrangement Plan, she was eligible to enrolled in Budget Billing
  Washington Gas has only received 3 payments since the Pay Arrangement and the Budget Plan was created. Both have been deactivated.
  Washington Gas Guidelines for Pay Arrangement and Budget Plan included.
  ******************************* 2021 2023 Payment History Word document attached

• Initial Complaint

  Date:07/02/2023

  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.

  This is regarding account #************. I keep being charged over and over for final bill which I have paid several times . The bill amount is $135. This was first paid twice using two different credit cards, one **** and one **************** card on April 21st. Realizing the duplicate charge I contacted **************** to dispute it as I should not be paying twice! You decided to credit both cards but did not refund my **** card and then you passed on a late fee! I spoke to a manger and he said he did not know why I wasnt refunded and he would waive the late fee. I contacted **** and got the credit you should have refunded me! I paid $135 on June 22nd but it is not reflected on my account . I want my final bill settled and my account closed. This is unbelievable that you keep charging me over and over when I paid !

  Business Response

  Date: 07/18/2023

  Hello, 

  In review of the payments on the account, the payment made 5/23/2023 for $135 and the payment made 6/22/2023 were not honored. They were returned. 

  4/21/23 payment made was returned with the explanation 'paid by other means'

  6/22/2023 payment made was returned with the explanation 'questionable merchant activity'

  The account still shows the $135 as outstanding. 

  Customer Answer

  Date: 07/25/2023

  [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:
  I have attached my credit card statement which shows that on 6/22 my payment was paid in full. Nothing was ever returned to me! I contacted my credit card company and they did not receive anything and they said my payment posted on my account as you can see in my statement. Please also refer to case number : **********. I spoke to a supervisor and I was advised that if I have documentation to prove it was paid that would be accepted and my account would be settled and closed . There are clearly issues with your system and you have been unwilling to do anything to correct the issues or look into the problem. I have spent several months of my time just trying to pay you which is ridiculous. I need my account settled and closed .

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

  Business Response

  Date: 08/01/2023

  I've attached the corrected bill showing the two return charges of the $135.  It also shows the credit given for both return charges. The balance on this account is $135.

  Customer Answer

  Date: 08/02/2023

  [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:
  The corrected bill which credited $135 for the payment  made on 6/22 does not at all resolve the issue because you have refunded nothing . My credit card company has received no payment from you .You continue to offer no resolution for this issue except for me to either pay $135 twice or dispute it with my credit card company again and get penalized again . Either way I lose which appears to be your goal . Part of customer service is resolving issues and finding resolutions, you do neither . Keep repeating what your system tells you , you have the credit card statement which clearly shows that the payment of $135 was made and no refund was ever received from you .
  
  Regards,
  
  ****
  

  Business Response

  Date: 08/08/2023

  Hello, 

  There were two payments that were not honored for this customer (April 21st & June 22nd).  The April 21st payment returned May 25th and the June 22nd payment returned June 27th.  A corrected bill was sent to show the customer was is reflected on the account. The corrected bill shows two payments of $135 being returned. The billing for this customer is correct. The final payment of $135 is due.
  
  The payment made April 24th covered the April 21st returned payment.  However, there was no payment that covered the June 22nd returned payment, which makes it still due. 

  Customer Answer

  Date: 08/10/2023

  [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:
  Not honored ? I made payments several times using several different credit cards, you have my last credit statement that shows the charge posted my credit card account , which was not refunded and you refuse to even consider . I had to dispute that charge as well to get my money back. All my payments have been on time and have been in good standing . You do not honor any credit or returns as nothing is ever refunded . On 8/6 ,once again I paid by credit card , a completely different one and your system accepted it , see the attachment. Then a few days later you rejected it again but I’m left with charge on my credit card , see the attachment for that . I called Washington Gas yesterday and paid directly through my bank account. While that resolved the issue for you, it did not for me as I had to pay you twice totaling $270 since you will not refund the credit card payment. It’s interesting that on my other account, I have two with you , I use the same exact credit cards and there are no issues . It is unbelievable and absolutely appalling that you won’t even consider an issue with your system. I don’t appreciate being treated so poorly when I have never had any issues with payments in the past.
  

  Regards,
  
  **** 

  Business Response

  Date: 08/23/2023

  Hello, 

  The $135 posted August 8th and the account now has a zero balance. 

• Initial Complaint

  Date:06/28/2023

  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.

  They sent me an estimated gas bill for the final bill which covered a time that the home was vacant and the internal thermostat set to 65 and the water heater turned down. I paid the portion of the bill and called them to dispute the fact that they estimated the bill and not an actual reading. The meter readers are able to drive by and get the readings and do not need to come in the home. I contacted them in advance to let them know the home was being sold and the date I was requesting my service be terminated. I also called when I received the final bill and spoke with a representative to lodge my concerns. She promised to initiate an investigation into the matter and stated that they would contact me with the outcome. I never heard back and instead recieved a notice from a collection agency for $161.38. I’ve notified the collection agency of my concerns in writing and verbally. Here is the information: Washington Gas account number ************ Service address **** **** ******* *** Woodbridge VA ***** Collection agency *** PO Box **** Alexandria VA ***** I would like my account to reflect it was paid in full and the collection activity to be notified they were referred my account in error.

  Business Response

  Date: 07/17/2023

  Hello, 
  
  In review of the account, it was determined the account would be closed 2/23/2023.  With regards to a final bill, unless a customer
  request an actual reading for the final bill, the reading will be estimated. However, in this instance, the new owners of the home
  submitted a starting index through their online account on 2/24/**********. With that being submitted, the next day, it was the index used
  to final bill the customer. The customers last payment covered a bill for usage during 12/22/22 - 1/24/23.  The final bill covers 
  usage from 1/25/23-2/23/23. In comparing those two bills, the usage was significantly lower for the final bill. Both bills are 
  attached for review.

  In good faith, I can offer a $25 credit towards the bill. The request has also been made to pull the account back from the collection agency. 

  Consumer Relations Department

  Washington Gas   | A WGL Company   
  ***************************, Springfield, VA *****
  energy answers. ask us.
  WashingtonGas.com   

  Customer Answer

  Date: 07/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I'm not completely satisied I will go ahead and accept their response.  If a customer is closing their account, they should not have to request a meter reading as a matter of company policy.  I will also add that I did ask if my meter would be read and was told yes.  I have no way of knowing if the new occupants provided an accurate reading to Washington Gas.  Please note that I am still getting harassing phone calls from NCC the collection agency so I am asking that Washington Gas contact them as promised to pull the account back from the collection agency and ensure that there is no negative information reported as I did contact Washington Gas to discuss the fact that I disputed the bill several months ago.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:06/23/2023

  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.

  Account number: ************ Case number: ********** I am writing after placing several calls to Washington Gas to rectify this issue. In February 2023, we received an unusually high bill for $1390.99. A call was placed to Washington Gas, a case number assigned, and a request was made to have someone check the meter. We were also told that an investigation would be conducted, but as a condition of the investigation, we would be placed on payment arrangements to satisfy the high bill. A technician came out on February 15th and found the meter to be broken. The Technician states that the meter reading on February 15th was **** less than the meter reading on January 31 which was ****. The meter was replaced. We contend that the large bill was not a result of consumption but rather a broken meter and therefore we should not be held responsible for something out of our control. Additionally, there is no history of high usage as our record indicates stable usage and no incidents occurred that could contribute to that significant amount of usage. We are asking Washington Gas to forgive the $1390.99 and credit our account for any payments made under the arrangement. Attached documents:****, Account history, Payment arrangement letter

  Business Response

  Date: 07/07/2023

  Hello, 

  Washington Gas Billing Department reviewed the account based on the pulled meter. Account rebilled, attached in this response July 6, 2023 bill which now reflects a credit on the account. If you have any questions, please contact Washington Gas and a Call Center Representative can discuss your account.

  Thank you for the opportunity to resolve this issue for you. 

  Washington Gas - Consumer Relations Department (kv)

  Customer Answer

  Date: 07/10/2023

  [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:06/16/2023

  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 account Number ************ and DC Police Report ******** In January 2023, Washington Gas upgraded our pipes and moved the gas meter from the garage to outside of the house for easier reading. That month our gas bill jumped from a regular $100-150 to $596.35-- reflecting a change of usage that did NOT occur (we were actually away for a week and the weather was relatively mild!). The usage is totally inconsistent with our past consumption. Because at that point we had only lived in the house for 6 months, W.Gas says they cannot establish a pattern (they have access to our old account at our old house which shows our frugal approach to utilities). They supposedly have done two inspections and refuse to budge. I have contacted both the WG contractor and the Public Service Commission of the District of Columbia, but have had no reply. I am also contacting the ********** **** but since WG has a monopoly that is not gg to help. PS Also the same day, while the WG crew was here, someone entered my house and stole a blank check (which they wrote themselves for $2000) and $450 cash. Since I knew I could not prove the WG contractor was responsible I did not pursue. So two really bad experiences with Washington Gas! I SEEK AN ADJUSTMENT TO MY GAS BILL-FOR FEBRUARY 2023 AND A REIMBURSEMENT FOR THE $450 CASH STOLEN FOR ME. I do NOT seek reimbursement for the $2000 check as the bank covered that loss.

  Business Response

  Date: 06/29/2023

  Good Morning, 

  This account has been thoroughly investigated.  DC PSC was advised of the same.  As the customer stated, they had only been living in the property for 6 months prior to receiving their first winter usage bill.  The bills the customer was receiving was from usage for summer and fall.  Even during that time, the usage increased each month as the weather changed.  This is a heating account. The bills are higher during the colder months than during the warmer months.  The meter readings were actual and can be confirm at each billing cycle. The customer can always compare the readings to what the meter reflects. WGL does not compare bills, the invoices are billed according to the actual readings from the meter.  The customer should expect to have invoices for higher amounts during the colder months of the year. WGL was at the property March 6, 2023, the index taken from the meter was 8037. This index is in line with the billing during that time period. There have been no estimate readings at this property.  Therefore, the billing will stand. 

  
  Consumer Relations Department(dj)
  Washington Gas   |  A WGL Company   
  energy answers. ask us.
  WashingtonGas.com 

• Initial Complaint

  Date:06/13/2023

  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 June 2023, I received a gas service termination letter from Washington gas. This is the first letter I have received after the last bill that was paid in October 2021. I was informed that I did not receive the bill because the bill was not under my name anymore. I was told that someone had called and changed the bill under their name. So the address is still mine, but someone without my permission changed my bill to their own name. I was told to fax them the deed to my house. It sounded like a scam. First, changing the gas connection without my permission and now changing the ownership of the house too? So, I physically went to the office in Washington DC. I was informed that anyone can call and change the bill to their name without proving themselves as the owner. I was given a new account number. The problem is that I have to back pay all the bills that I never received and the bill name was changed without my permission. I am asking, Washington gas to take ownership of their bad policies of changing ownership of a bill without the owners permission, and only charge me going forward monthly.

  Business Response

  Date: 06/28/2023

  In October 2021, a new resident contacted Washington Gas and requested gas service be placed in their name at ***************************, Waldorf MD. Unfortunately, the address given was incorrect causing the account for ************** to close in error.  A final bill was mailed; however, there is no record of ************** contacting Washington Gas to advise he did not receive a bill. 

  Washington Gas apologizes for this error and if payment terms are needed, ************** may call and set up terms up to 24-months.

  Sincerely,

  Consumer Relations(NB)

  Customer Answer

  Date: 07/01/2023

  [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: 
  

  On one hand, Washington Gas is accepting the fact that they made a mistake by disconnecting my account and giving my account to another customer. At the same time, they are charging me $93.00 to renew my account. Also, why was my account discontinued without my permission in the first place? 
  Also, the final bill was a regular bill with green letters saying Final that did not stand out from the rest of the bill. I should have received a separate letter informing that my account will be discontinued.

  The initiation charges need to be reversed. 
  I have received the individual bills starting from the end of year 2021. I will pay the bills with extra payments each month.
  
  Regards,
  
  ***************************

  Business Response

  Date: 07/13/2023

  From: Relations, ConsumerRelations <[email protected]>
  Date: Thu, Jul 13, 2023 at 12:55 PM
  Subject: RE: [ External ] You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania complaint #********.
  To: Better Business Bureau <[email protected]>, Relations, ConsumerRelations <[email protected]>
  

  
  

  Washington Gas did correct **. ****** account and is currently billing the account. I went back and reviewed the rebilling and agree that the $93.00 should not have been charged to his account.  As shown below I have credited the account $93.00.

   

  The account was closed when a representative typed in the incorrect address when a new tenant called and requested service at another address.

   

  Thank you for the opportunity to respond.

   

  Consumer Relations(NB)

  Customer Answer

  Date: 07/13/2023

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