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:06/09/2023

  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.

  My Washington Gas account number ************ has been compromised. This message is notification of a data spill. *********************, Esq. is now receiving my billing notification at email address ****************** I was unsuccessful in resolving the matter after calling Washington Gas customer service three times today. I visited the office in person today at ************************, Springfield, VA **********. I spoke briefly to someone inside the building via the speaker phone located outside the building adjacent to the front door to report the error and notify Washington Gas of the data spill. However, I was denied access to the premises. As of this time, I have not received any notification from Washington Gas regarding the data spill. Voice transactions between myself and Washington Gas were recorded and logged on ticket number ******** which was initiated by ******, a Washington Gas customer representative, employee number *******, at or around 12:07 PM EST, on Friday, June 8, 2023, from telephone number **************. ****** gave me ****** telephone number. I called ***** today and have notified him of the account error and subsequent data spill. I have advised ***** to change his password and check to see if there has been any unusual activity on his account.Please contact me as soon as possible at ************** to acknowledge notification of the data spill.

  Business Response

  Date: 07/12/2023

  I spoke with ************** on Tuesday, July 11, 2023 and apologized for the error.

  As advised, this error was caused by the call center representative who was assisting another customer to have an account placed in their name.  Unfortunately, the representative placed the customer on record at the wrong unit. However, when ************** called the first time, this could/should have been corrected. ************** has been given a new account number and he confirmed this during our phone conversation.

  This was escalated to the Call Center manager and all of the representatives involved with this matter are currently being coached.

  On behalf of Washington Gas, I again extend my sincerest apology to ************** for the inconvenience this has caused. 

  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.

  Many of the attachments from the original complaint contain personally identifiable information (PII). Please ensure that my PII stays within the Better Business Bureau boundary and is not publicly released.

  Best regards,
  
  *************************

• Initial Complaint

  Date:06/09/2023

  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.

  The company discount extend my gas and will not come out to reconnect it . They came on Thursday and assured me someone would come out . I had an appointment Friday and they lied and told me someone came out and no one was home . My **** camera is on and I have been posted by the door all day Friday they will not come out again till Tuesday .

  Business Response

  Date: 06/22/2023

  Happy Thursday

  Per account notes, gas service was successfully restored Tuesday, June 13th after repairs were made. 

• Initial Complaint

  Date:05/26/2023

  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.

  I set up an account with them and they provided me with account number ************. I paid service inititation charges, consumption taxes, utility taxes, etc on that account. Immediately after paying this, they provided me with a new account number, ************, for the exact same residence. Washington Gas is also charging me the identical fees, duplicative charges for this residence on this new account. they claim the old account is inactive, even though my online account still shows it as active as has no record of the new account they are mailing me bills for. when i asked for a refund on the charges since they are charging them again, the representative on the phone hung up on me. when i emailed, the representative just responded saying sorry, you have this new account to pay on, while completing ignoring my point about my payments to the original account they gave me. this cannot be legal

  Business Response

  Date: 06/13/2023

  Good Morning, 

  In review of the account, it was found account #************ was closed in error and a new account #************ was created.  The customer paid the bill on #*********** and also the bill on #************ for the same time period.  Account #************ was credited $23.23, the amount paid to both accounts for the same time period. Both accounts have been noted of this adjustment. 

  Best Regards, 

  Consumer Relations Department(dj)
  Washington Gas   |  A WGL Company   
  6801 Industrial Rd., Springfield, VA 22151
  energy answers. ask us.
  WashingtonGas.com   
  

  Customer Answer

  Date: 06/15/2023

  [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:
  They actually charged me $23.33 for a third time this week rather than refunding me as they claim. I have alerted the VA attorney general's office which is now pursuing this because I can't be the only victim that these criminals have scammed. I consider this BBB claim closed simply because an enforcement agency is taking it over and they will be more effective in bringing justice to us
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 06/22/2023

  The customer did not receive a refund but did receive a credit to the account. I've attached the bill to show the $23.23 credit given (page 2, goodwill credit).  The current bill ($22.73) covers a different time period, which could be found top right corner of the bill. 

  Customer Answer

  Date: 06/28/2023

  [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:
  They charged me a third time and then gave me a credit for that third charge. My complaint was about the second time I was charged, since that was a double charge. If you overcharge me two times, and credit it back once, then I am still overcharged.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/17/2023

  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.

  To whom it may concern, my name is ********, ***************** and ***********************. Our account number is ************ and ************.. my issue is we switched account ownership from son to parents. The money has been taking out of my account monthly. I was told the account was close on February 2023, but I was still getting charged twice. We sent bill pay checks from 08/01/2023 to 02/01/2023 totaling $1925. I already provided proof of payment from my bank. However Washington gas has not refunded my money. I have been trying to solve this for months but no one in Washington Gas is helping. I have called Washington Gas multiple times and they only give me case numbers and never return my calls or they don't follow up. This has been an inconvenience and waste of time for me.

  Business Response

  Date: 06/12/2023

  WASHINGTON GAS ACCOUNT CLOSED JULY 7, 2022 - ************
  Screenshot included on attached **** document 
  
  ACCOUNT OPENED JULY 8, 2022 - ************
  Screenshot included on attached **** document 
  
  Customer continued to make payments on the closed account. No outstanding payments was due on the closed account. Since the account was at a zero balance and no payment was due Washington Gas refunded the payments the next day.
  
  Balance on ************ is at a zero balance, all payments made after the account closed were already refunded. Customer can contact their bank to verify that all payments listed below were refunded. Washington Gas did not keep the payments made on the closed account therefore there is no additional amount due. Reference screenshot listed on attached **** document. 

  Sincerely, 

  **********************;

  Sr. Specialist - Consumer Relations

  Washington Gas 

   

  
  

• Initial Complaint

  Date:05/04/2023

  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.

  We moved into ******************************************* in Washington, D.C. on April 14. We contacted Washington Gas on April 12 to start service. I was told to call a series of local Virginia numbers and emailed a customer service representative a copy of our rental agreement and my drivers license, and was told they would be in contact to set up service. I never received a call from anyone, and the next time I contacted the customer service number I was told the account had been cancelled. I spoke to another Virginia-based representative who advised me that they would reactivate the account under a new number, and advised me to pay the set up fee under the old account number. They said they would send a technician out on Monday April 17 to start service. When I called on April 18 after no one showed up I was told that a technician had tried to call and knock on the door (this did not happen). We rescheduled a technician to come out on April 28. I was told again (when no one called or showed up) that a technician had tried to call again. We are now at three weeks without service, three weeks with no technician having called or shown up at the property. I have taken two days off from work to accommodate the technician. I would like a technician to schedule a time, show up, and finish the job that has been paid for. 

  Business Response

  Date: 05/31/2023

  Based on account information, the order to restore service is scheduled for 6/1/23 between 7a-5p with the technician calling the customer at ************ for access and parking assistance. 

• Initial Complaint

  Date:05/03/2023

  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 needed an upgrade on to our gas meter. Our plumber stated since we have a large water heater we need to add more gas which means we will need to upgrade or replace the meter. On April 26 early afternoon around 1:00 pm I called Washington Gas to have a technician come out for an upgrade. They stated someone will come by today 4/26. No one showed up, I called the following day, same statement someone will come out that day. This happened for the next 3 days. Spoke to two different managers and they said the same thing. On Saturday I receive a call from Washington gas saying we will need to call their sales rep line to upgrade the meter. You would think after speaking to two different managers someone could have shared this information. Monday comes around I call and email requesting for an upgrade . No response!! Its May 3 today I called Washington gas and they said the same thing someone is coming today. And guess what no one came. This has effected my health and my kids, because our heat has been off since we were told not use it since our meter has not been upgraded. I have no idea what else to do. Ive called and emailed and begged and still nothing . Is this customer service or even any kind of service. Do I call the police? What can I do? I need to have this done and no one is responding to me or doing anything

  Business Response

  Date: 05/31/2023

  Review of the case filed by ********************* is complete. Manager, Washington Gas Sales Operations reached out to the customer by email. Communication stated:
  
  “We have heard that you have added gas load to your home. Any time you do so, you would need to verify that the gas load doesn’t exceed the service or meter capacity and that your contractor is requesting the correct pressure out of the meter.
  
  Please get with your HVAC/plumbing contractor to verify all the existing demand to put on the right of this form and new demand on the left.  I do see that you already have 2 Psig pressure, so the added equipment should be able to use this as well with proper stepdown regulators.
  
  Typically, you would email this to ********@washgas.com, but you can email directly to us here.” Manager provided his direct email address ( *******@washgas.com)
  
  Response email received from ********************* “We actually ended up not needing to add more gas load to our home. Hence why we didn’t fill out the form. Thank you ***”
  
  Manager followed up with one last communication “Sometimes the issue is the house line, but I would think with 2 Psig even on the AL250 meter you have, unless you have like a pool heater, generator, or multiple furnaces & fireplaces, upgrading a tank to tankless water heater, which is what I believe you were looking to do should be fine. Please let us know if everything is working well.”
  
  There has not been any further communication from *** *******, therefore Washington Gas believes the matter is resolved.
  ***********************
  Sr. Specialist - Consumer Relations
  Washington Gas   |  A WGL Company   
  6801 Industrial Rd., Springfield, VA 22151
  energy answers. ask us.

• Initial Complaint

  Date:05/02/2023

  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 recently moved to a new address and started service with Washington Gas on 3/24/24. On 4/18 I received a bill for a single day on 3/23/24 for the amount of 18.21, which I paid last month. This bill was under account number ************ and included a 14.85 Service Initiation Charge. A few weeks later, I received a new bill for the rest of March and April in the amount of 94.64. The bill also included the same Service Initiation Charge, even though I paid it already. I called up customer service and found them to be very unhelpful. The bill has a different account number for some reason, ************.

  Business Response

  Date: 05/30/2023

  Hello, 

  The $14.85 was waived 5/8/2023. This can be seen on the current bill, page 2. The current bill has been attached for reference. 

  Best Regards

• Initial Complaint

  Date:04/14/2023

  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.

  On February 24th, 2023 the Washington Gas Company had work done by a contractor on the gas lines in my neighborhood. One of the tasks was to remove the old regulator, containing mercury, that was inside the house and replace it with a new one located outside. The person sent to perform the work was very careless and in a hurry to move on to the next house. The work he did was very sloppy and unreliable; his behaviour being hostile and disrespectful. The members of the household are worried in regard to mercury contamination. Shortly before the appointed work date and afterwards I contacted both the representative of the contractor hired by the gas company and the gas company itself a number of times regarding testing for mercury vapors but the matter is being ignored, dismissed or evaded.

  Business Response

  Date: 05/11/2023

  Good afternoon, the attach file is the response provided to the ******** **************************** regarding this same complaint.

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

  Business Response

  Date: 05/17/2023

  Please see below in bold blue
  
  Did WG hire a contractor? What was the contractor hired to do? Maintenance, gas lines etc?
  WG works directly with ******** Construction and meter services to perform Mercury regulator removals and move meters out.
  
  Did the customer call response? n/a
  What damages did WG regarding as mercury? If so, when? n/a
  Were there any repairs or work performed by the hired contractor to this customer’s home or area? 
  From an above ground perspective no repairs just planned removal of mercury and meter move out.
  
  Did the customer contact WG to report a damage claim? No there is no record of a damage claim.
  If so, what was the company n/a
  the customer suggest WG or hired caused mercury contamination?
  No Mercury contamination found per technician while onsite.
  
  If the damage claim was denied by WG please explain. n/a
  Please included any additional information as it applies to this complaint.
  The customer seemed to be frustrated with the entire process and was very difficult to deal with from a replacement approach.  When the above ground technician performed their work they performed the Mercury regulator removal and meter move out per WG procedure.  The WC&MS technicians notated that the customer was difficult and irate in his work order notes but there was nothing onsite that they could do to assist, as the procedure was followed.
  
  Other notes included: The customer did not have any issues specific to the mercury regulator, but it was noted that the customer was very difficult to work with and his questions centered on the necessity of the work they were completing, our right to maintain our facilities, and mentioned an issue about a previous interaction with a communications company being on their phone in their house. The technician gave the customer the opportunity to reschedule the work if they had reservations but the customer opted for us to proceed with our work as scheduled.
  
  *************************

  Customer Answer

  Date: 05/21/2023

  [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 response has been worded as to lodge a complaint against me.  That is typical.                                                                      It was stated that a test was conducted for mercury contamination.  If so, please provide the results.                                                                                                        It was stated twice that "the customer was difficult to work with and irate."    This was done intentionally so as to divert attention and basically blame the foundation of this issue on my behavior.   I was not irate but reasonably concerned for our safety and health in our own home.  I was not hard to work with either because I permitted the work to proceed and afterwards made the necessary repairs and adjustments and cleaning after the person working on the gas line inside was off the site.  I pretty much let him do what he wanted which was to crush a telephone wire, potentially damage the connection to the furnace and the water heater and leave the place as dirty as he possibly could.  A reference was made to my request as for the worker not to have a cell phone while inside because of a previous experience with a communications technician.  That was because that person was paying more attention to his phone than the work at hand.  He spent almost two hours trying to figure out why there were problems after he replaced a module.  Finally he noticed that he had not terminated a wire properly.  I had already pointed this out to the person who set the appointment but nevertheless the person working on the gas line did carry a phone and it rang while he was working inside but he did not answer it after noticing that I was standing close by.  I had also requested that an experienced gas fitter with a trade license to perform the work but this was also disregarded.  He was not licensed and only had a qualification card that almost anyone can acquire by online training .  

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

• Initial Complaint

  Date:03/31/2023

  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 tried twice to get a meter inspection for my Washington gas meter on 31 March and 24 March. My gas meter is making a very ominous click when running, but no smell of gas so I don't think it's an emergency. Yet. Both scheduled service days have required me to take days off from work. On 24 March at 1710 after no technician showed all day I called and was told the technician closed the ticket at 1439 reporting "no phone response and meter behind a fence.". I was home all day with my phone and never got a call. I also checked my surveillance camera and verified no wash gas or other vehicle stopped in my cul-de-sac near my house all day. The tech lied. I called and complained and was rescheduled for 31 Mar. Again today I had to take off from work. At 1530 I call again after there was still no technician yet that day. I was told I was still on the dispatch list and needed to be patient. No one showed again. My dogs were kept in all day because I left the gate very visibly open. Again no vehicles on video footage and by 1730 I gave up and locked the gate. I would like to be compensated for two days of un anticipated leave and get my meter checked and replaced.

  Business Response

  Date: 04/13/2023

  The customer's appointment to inspect the meter is scheduled for Wednesday, April 19th with arrival between 7am-12pm. A call ahead is requested to ************, however it is not guaranteed. At this time, Washington Gas is not honoring the customer's request for work compensation reimbursement for the missed appointments.  

  Customer Answer

  Date: 04/19/2023

  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. 
  

  The technician showed up this morning, 19 Apr for a meter inspection and determined the meter needed to be replaced.  That was done and the issue is now resolved. 

  Regards,

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

• Initial Complaint

  Date:03/23/2023

  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.

  Actually Washington gas now charges monthly payments according to their choice without any explanation I'm on budget plan and my gas usage is limited I used to pay $120 untill March 2022 then they increased the payment to $155 which is reasonable because it is a new year payments schedule Then in January 2023 they increased again to $175 I called them and they lied to me they said this amount is temporary because it is adjustment from the previous year and this charge is only for one month and it will come back to $155 Then it is not even 3 month they now charging me $204 for no explanation I guss  by the end of the year they will rise my monthly payments to $500 I contacted the company today and they didn't help I also informed them this issue might be because they Washington gas came and changed the gas meter due to gas leak after they changed it they keep overcharging me But the agent ignored this on the phone Now i need your help with this issue I don't want to pay for something i dont use Thank you

  Business Response

  Date: 04/11/2023

  April 11, 2023

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

  In review of your complaint I was able to put together a very detailed email correspondence highlighting the usage in comparisons over 3 years' worth of heat seasons to help explain the fluctuation in the budget amounts changing/due on your gas bills . Your response was that you wished to have your meter changed, and that was scheduled to be completed today, April 11, 2023.  We apologize for any inconveniences that you may have endured.

  Sincerely,

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

  Washington Gas

  Customer Answer

  Date: 04/12/2023

  [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:
  After reviewing the 3 years usage I found that the usage went up after Washington gas came and change the gas meter in my house 

  I and I confirmed the appointment to change the meter but the technician didn't show up 

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